Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an ASUS device that stopped working while under warranty and I have an RMA to return it. HOWEVER, there is no address listed anywhere on the Asus Website of where to ship it. There is, however, an option to purchase an overpriced shipping label. This is predatory. Broken product --> Make money from customers by not telling them where to return it and have them purchase an overpriced shipping label. Why should ASUS not put the address on their website of where to ship it? Impression is that this is hidden deliberately. I request a refund for what they charged, and also a change to this predatory, customer-exploitation business behavior. IF no refund, then this is the last ASUS product I purchase. And I've been a loyal customer for decades.

  Business Response

  Date: 10/02/2024

  Hello ***** ******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you had to have your device sent to our repair facility. I certainly understand how aggravating that can be. 
  
  
  When your repair order was created, you should have received an email with the instructions and disclaimers. In that email, it should have provided the address to the correct repair facility designated for you device and model. In that email, it should have also provided a link to where a shipping label could be purchased through *****, since that is the courier that we used. However, any courier could have been used to have your device sent to the correct address that should have been in the automated email that you should have received once the repair order was created.
  
  
  On our website at ************************************************************, it does state that if a repair order is created online and purchase a shipping label, "It will be an upfront cost starting at $25 USD for Components and starting at $40 USD for system products."
  
  Please take note of your case number for your future reference: N2308032106-0004. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  Best regards,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asus support on the phone,diagnosed that my RGB fans are bad. I was given a *** and returned them. I get an email stating the fans are bad and Asus doesnt have a replacement set. Asus asks me to send the whole AIO,which consists of a pump,radiator and a lcd screen. I sent the unit back. Asus received the unit and now has my complete unit. Now i keep getting emails to respond to that email to resolve my issue. I try to respond and it says undeliverable. I just got off with texh support again,they said it would be escalated. I was told this last week and still no solution.

  Business Response

  Date: 09/30/2024

  Hello ******* *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope you had a wonderful weekend. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that your order is still underway.
  
  
  I do see that they are working on getting a replacement issued to you. You should have received an email from our facility regarding the replacement. If you have not received that email from our facility, please do not hesitate to let me know. I am happy to help get this order completed for you as quickly as possible.
  
  Please take note of your case number for your future reference: N2408027657-0021. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22357870
  
  I am rejecting this response because:
  There are plenty of the units in stock on amazon asus store where i purchased the item. I should have already been shipped a  replacement. This is unacceptable. 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/03/2024

  Hello ******* *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do apologize for any confusion that this situation has caused you. The inventory we have between our sales channels and repair facilities are separated. Each one has their own separate inventories and stock.
  
  Please take note of your case number for your future reference: N2408027657-0023. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22357870
  
  I am rejecting this response because:
  Am i supposed to wait until you get another unit on your repair side? Someones elses used unit that was repaired? There was nothing wrong with my ***. It was the rgb fans which is a separate unit that was internally broken. Meaning asus software/hardware for the rgb fans are not working. My pc has been down for a month waiting on a new aio. Ive spent over $4000 on this pc to just be sitting here unusable until Asus can get their act together. This is unacceptable by any means. Get your act together and send me a replacement unit.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Asus Motherboard. Maximus z790 Dark ******* was having an issue and asked for an advanced replacement.I had to wait several weeks until the Canadian branch had more boards.I paid extra money to have the mother board shipped to me overnight.What I received was a used and damaged board, this is not acceptable.They charged my card full retail price for a new board as part of the replacement, and I am sent an old, junky board.I want a NEW replacement board, or all my money refunded.

  Business Response

  Date: 09/19/2024

  Hello ***** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the status of the replacement that you received. 
  
  
  While the replacements issued may have some cosmetic blemishes, they are tested to assure that they are fully functional. I do see that your information has also been sent to our Canadian team to see if we might have any new in box replacements available. However, your original device would need to be returned with the prepaid shipping label that was provided so that the credit card hold can be released and this order completed. 
  
  
  If you don't mind, could you please verify the serial number of the device that you did receive?
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2408023704-0015. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22306861
  
  I am rejecting this response because:

  This board is in worse condition than my original and not acceptable at all. I want to send it back and have the hold released on my card, then have a new one sent after that.

  I am not sending in my board in exchange for this one, I will send the one that I was sent back.

  The tag on the board reads: 261685-01180-MB1F90-A01 0220

   

  Seriously, that is like having your new car replaced under warranty with one that is full of scratches and dents.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/20/2024

  Hello ***** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do understand where you are coming from. I really do. However, the current order would first have to be completed to have the credit card hold released back to you. In order for that to be accomplished, the original device would have to be returned, as it is assigned via serial number. 
  
  Please take note of your case number for your future reference: N2408023704-0017. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22306861
  
  I am rejecting this response because:

  I have already sent the replacement board that was sent to me back, I will expect the card hold to be removed as you are getting it back.

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  case: N2408017839 I sent my laptop in for repair under the warranty a month ago for keyboard and overheating issue. First RMA: USPCS81469. They fix the keyboard but overheat is getting worse. So they setup a second RMA. RMA: USPCS83190. I just received it today and the shipping box intact. When I open the box and took the laptop out. One of the corners is damaged and the metal chassis is bend and twisted. It is taking forever to repair, and the condition is ever worse than I sent it in for the first RMA. I want immediate resolution. I demand Buy back the device or sent a new device. I dont trust your technician anymore. Before and after pictures are detached.

  Business Response

  Date: 09/16/2024

  Hello *****************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  Thank you for providing those photos. I do appreciate and am sorry that you did receive your device in the condition that you did. I have created a new order to have your device replaced. You should have received two separate emails. One would have the packing instructions and disclaimers. The other would have the 2 day prepaid shipping label.
  
  
  Once your device has been received at our facility, the standard turn around time is 7-10 business days, not including holidays or weekends. Once you do receive your replacement, I will also be more than happy to have an extension added to your warranty.
  
  Please take note of your case number for your future reference: N2408017839-0020. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  ASUS CEO Department

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only If theres no problem(s) during the whole replacement process.
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Asus brand motherboard (ASUS ROG Crosshair VIII Dark Hero) on July 11th, 2023 from Amazon.com. On December 16th 2023, I was met with the first blue screen crash I received, indicating an issue with functionality. Over the course of the next month, I troubleshooted every issue I could find, until I began a return for technical issues (known as an RMA) on January 9th, 2024. I received my motherboard back on January 30th with a note from Asus' repair team. This note stated the issues I explained (blue screens, unable to boot) could not be replicated by the repair team.The motherboard worked for a bit before resuming even worse issues (blue screens with more than 4 unique error codes crashing back to back to back, black screen boot) until it stopped completely functioning. The computer was unusable in any form.I took it to a local repair shoppe which indicated they were unable to fix the issues as they were having the exact same issues with reboot looping and blue screens that I was having. They could not even get to a screen to try repairs of any kind. My next advisement was to go to Asus.I was made aware of Asus having numerous customer ********************** and repair issues by computer journalism ******* channel GamersNexus, and thus escalated my issue to Asus "executive care group" on July 10th, 2024 (before the year-long manufacturer warranty was set to expire). At this point I had been without a functioning computer for half a year. Their agent ************** advised me that I would be receiving a replacement motherboard for the issues.I sent my motherboard back AGAIN on August 18th, 2024. I received what I assumed to be my replacement motherboard today (September 10th, 2024, except what arrived was a note stating again, the issues could not be replicated and to try every single fix I had already done tens of times leading up to the first return. The motherboard that arrived was NOT a replacement of any kind. It was my original motherboard.

  Business Response

  Date: 09/11/2024

  Hello *****************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry that your device was sent back to you. I certainly understand how aggravating that can be.
  
  
  I do see that a new order has been created to get you a replacement. It looks like a shipping label was sent to you on September 4. If you are able to use that to have your device sent back to our facility, our technicians will work on getting a replacement out to you.
  
  Please take note of your case number for your future reference: N2401012954-0011.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22266033
  
  I am rejecting this response because:

   

  This resolution is not satisfactory. I have attached all relevant email exchanges. Here is the timeline of events.
  
  -My Asus motherboard purchase was on or around July 11th 2023. On December 16th 2023 the first issue appeared with the computer.
  
  -On or around January 9th 2024 I had submitted via the Asus website a RMA repair or replacement request for my motherboard. This was the 1st contact I had made. I proceeded to ship out my motherboard to the technician service the first time.
  
  -On or around January 30th 2024 I received my motherboard with the notification that my issues could not be replicated by the technician staff. I proceeded to reinstall my motherboard and attempt to use it. It failed permanently shortly afterwards.
  
  -On or around July 1st 2024 I had taken my computer to a local repair shop who indicated the issues were as I had described them. They advised the problems could not be anything but the motherboard and so I contacted Asus for the second time to have my RMA reexamined by their ************** Team.
  
  -On or around July 11th 2024 I was contacted to be informed my motherboard would be replaced. I was provided the labels to do so and on or around August 25th 2024 I sent the motherboard back for the second time with the EXPECTATION this would be a replacement.
  
  -On or around September 3rd 2024, while my motherboard replacement was supposedly being sent back to me, I received an email with a third label. I did not know why I was being sent this as my EXPECTATIONS were a motherboard replacement.
  
  -On or around September 10th 2024 I received my motherboard. It was the SAME motherboard with the SAME issues and the SAME service sheet indicating the issues could not be replicated and advising me to do the SAME troubleshooting I had done for over a MONTH back in December 2023.
  
  
  So at this point I have been tasked with shipping out my motherboard twice to Asus, using money I do not have for **** services as a car accident on 1/1/24 totaled my vehicle. Now they are demanding I ship it out a third time, using more of my money with no guarantee I will get a replacement as they promised the second time I would receive one. With no communication between their "executive team" and their technical repair team, I received yet another "repair" indicating no issues with my board. I would like to add at this point that the motherboard model in question is NO LONGER BEING SOLD IN STOCK ON ANY PUBLIC STOREFRONT OR ON ASUS' OWN WEBSITE.
  
  This resolution is disgusting and I reject it. I am being told to spend more of my money to fix a mistake that should have been fixed back in July. A better offer needs to be made. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/13/2024

  Hello *****************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I completely understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. The order is already set up get a replacement out to you. However, in order for this to be completed, we would first need to receive your device back at our facility. Once we do, then we can send you out the replacement that was promised.
  
  Please take note of your case number for your future reference: N2401012954-0012. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise a complaint* regarding the ongoing issues with my warranty claim for a wireless router purchased from ASUSTek Computer Inc. through their Amazon storefront on 03/09/2024 (order #***-4617035-1692211). The router in question is an ASUS RT-AX86U PRO (SN: R8IG5Q203012JML), covered by a 2-year manufacturer warranty, which I registered on 03/12/2024.*COMPLAINT IN ATTACHED PDF

  Business Response

  Date: 09/04/2024

  Hello,
  
  I am ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the inconvenience caused about your order for ASUS Router.
  
  I see the return window for your order have expired on April 11, 2024. I understand you have contacted the manufacturer for the warranty and they are delaying the process. I've shared your feedback with the concerned department to get this checked however I'm sorry, we are unable to take the action on this order.
  
  We offer a 30 days return timeline for eligible purchases, post this, we request our customers to contact the manufacturer for the help. I understand that they have delayed this process however I'm sorry again, we are unable to take the action. Please contact them again or redirect this complain to them who may be able to review the communication you had with them for necessary action.
  
  Thank you for your understanding and patience.
  
  Please feel free to contact us directly by replying to ********************************* if we can be of further assistance.
  
  We look forward to seeing you again soon.

   

  Regards,
  ********
  Amazon.com

  Business Response

  Date: 09/09/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that you have been experiencing these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  I have gotten a replacement order set up for you. The standard turnaround time is 7-10 business days, not including holidays or weekends. Once a replacement has been allocated, our facility will send you a form to capture the credit card hold. Once we do receive your device back, that would be released back to you. Once you do receive your replacement, we can also send you a prepaid shipping label to have your original device sent back to us with.
  
  Please take note of your case number for your future reference: N2408024164-0011. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/11/2024

  Dear **************,

   

  We have received your response to our Better Business Bureau complaint, and we appreciate your agreement to replace our ASUS Router Model RT-AX86U PRO under warranty. This resolution is exactly what we initially sought, and it appears that the grievance process could have been avoided to achieve this outcome.

   

  We also received the additional instructions via email to initiate the replacement process, including the temporary credit hold of $308.69 until the damaged router is returned (at my expense). We agree to follow these steps and will notify the Better Business Bureau to close the complaint once everything is finalized. A copy of this email will be shared with them for their records. We also have forwarded below the instructions email for reference.

   

  Thank you for your attention to this matter. We hope such situations do not arise again and look forward to continuing our long-standing business relationship.

   

  Cordially,

   

  ***********************

  ???? Viva Puerto Rico LIBRE!

  ?? ****************** 

         ******************

  ? *********************************

   ? *****************

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ***** nuc 13 pro mini pc that we bought off of Amazon, has a warranty company weve been dealing with for over two months. The computer is still under warranty so we contacted them and we sent it in. Took them a month and a half to work on it. They sent it back without the power cord. Took them several weeks to mail the power cord back to us. Computer still doesnt work. So we contact them, we send it back with the power cord and it took them another couple of weeks. They sent it back a week or so ago with no power cord yet again. I order the exact one to see if computer is fixed and nope, same issue. Now they wont respond to emails nor calls regarding that theyve had it for 2 months with the back and forth and still not our power cord returned. We contacted Amazon and they wont help us with the warranty company. We contacted ***************** and they wont help us, so now we still have a broken computer with no power cord as well. They wont contact us back regarding that theyve had it twice but still havent fixed it nor about our power cord that they still have of ours.

  Business Response

  Date: 09/06/2024

  Hello *******************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today.
  
  
  I am very sorry to hear of the experience that you have endured regarding your NUC. I certainly understand how aggravating that can be. This is not the type of excellence that we strive for.
  
  
  I do see where the most recent order had been created. It does appear that there has been some communication with our facility regarding the next steps, based off of the serial number that we are showing was issued as the last replacement. If this is incorrect, I do apologize.
  
  Please take note of your case number for your future reference: N2408007705-0005. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22247644
  
  I am rejecting this response because: what replacement order? I am not aware of such a replacement. Please give all details to the so called replacement. 
  

  it is next to impossible to get anyone to discuss anything with. They still have not sent back our power cord and its been two weeks, btw. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/10/2024

  Hello *******************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize for any confusion. The replacement serial number that was issued for the previous order does show attached to a different account that the order has been placed for. If someone else has been in contact with our support regarding that device, they should have recently received an email regarding the next steps on how to proceed. If this does seem to be some sort of mistake, if you could please provide a copy of your invoice, I'd be more than happy to work to get this corrected.
  
  Please take note of your case number for your future reference: N2408007705-0006. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ASUS Tuf Gaming laptop for my son in April of 2023. This laptop is very clearly advertised for its ruggedness, durability and "MILITARY GRADE TOUGHNESS". Needless to say, this laptop was dropped one time off of the couch and completely stopped turning on. I contacted ASUS customer care, they informed me that the laptop is out of warranty and will cost $85, just to look at it. This product should be flagged for false advertisement, as the website states that it has been '"drop, shake, heat, cold and humidity" tested. My 8 year old child only uses this laptop at our home and it was broken within 17 months. The website advertising the product as a durable laptop is why I purchased it. I was misguided by the false information on the website. Of the 3 laptops in my house this "Tuf" laptop is the least durable and the only one that has been broken, despite the "durable design".

  Business Response

  Date: 09/05/2024

  Hello ***************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that your device is no longer working. I certainly understand how aggravating that can be. I am here to help.
  
  
  I do show that the device is outside of its 12 month warranty window. With that being stated, I can set up the order to have your device sent to our repair facility and have the $85 diagnostic fee waived as a courtesy. However, as the warranty has expired, there would be repair costs associated that would have to be determined once our technicians were able to diagnose your device. I can also provide a prepaid shipping label.
  
  Please take note of your case number for your future reference: N2403006053-0004. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22241482
  
  I am rejecting this response because: Asking me to pay for repairs does not resolve the faulty product and false advertising. I purchased this product for its advertised durability and it has proven to be the least durable laptop product that I have purchased. I  looking for the product refunded or repaired at no cost and the false advertising taken off of your website, so that others do not fall prey to it. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22241482
  
  I am rejecting this response because: Asking me to pay for repairs does not resolve the faulty product and false advertising. I purchased this product for its advertised durability and it has proven to be the least durable laptop product that I have purchased. I  looking for the product refunded or repaired at no cost and the false advertising taken off of your website, so that others do not fall prey to it. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2024

  Hello ***************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope you had a wonderful weekend.
  
  
  I do understand where you are coming from. I really do. However, repairs would only be covered during the term of the manufacturer warranty. However, with that, physical damage would not be covered, per the terms of the warranty. If you do decide to have your device sent in, I would be more than happy to get that order created for you, provide a prepaid shipping label, and waive the diagnostic fee. With the device being outside of the manufacturer warranty window, I am sorry to say that we would not be able to have the repair done at no charge or issue a refund for the physical damage caused from it being dropped.
  
  Please take note of your case number for your future reference: N2403006053-0005. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22241482
  
  I am rejecting this response because: Once again, this is false advertisement. You advertise this device as being "MILITARY GRADE DURABILITY". Considering a resolution is not being made, I may need to seek further legal counsel due to your false claims. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got two portable monitors manufactured by ASUS and they both had warranty issues. On the 15th they sent me an email telling me as soon as I sent in my portable monitors within 2 to 3 days they would have replacement sent out to me. I'll provide that email below the first thing I upload. This never happened They basically led me on and and last week they sent me a full screen monitor I did not ask for and does not come close to the original price of the portables touch screen monitors they took from me. I explain to them that I didn't want this didn't ask for it and I needed my original equipment or The same new replacement or a check so I can go get some new ones. They've been giving me the runaround this entire time I keep contacting support and they keep telling me they're going to call me back and do something for me and then they never do anything nothing ever happens.

  Business Response

  Date: 09/05/2024

  Hello ****** Loop,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that you did receive the incorrect model back. I certainly understand how aggravating that can be.
  
  
  I do see that a new order has been created to get you a new in box unit of the original model that you had sent in. It does appear that we are waiting to receive your replacement at our facility and that our facility is waiting to receive the new in box unit as well. Once both have been received at our facility, our facility will then send the new in box unit of the original model out to you.
  
  Please take note of your case number for your future reference: N2408039634-0011. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22240065
  
  I am rejecting this response because: They're holding my monitor's hostage They sent me some unrequested random monitor, now they think they can't send me my monitors. You need to send me my two portable touch screen monitors now like said you would when I sent them in also you have not sent me the label for that return that you told me you would send me I don't think the left hand knows what the right hand is doing. 
  
  Sincerely,
  
  ****** Loop

  Business Response

  Date: 09/06/2024

  Hello ****** Loop,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize for any confusion. I do show that a shipping label was created and sent to you on August 30 to have the incorrect model that you received sent back to our facility. If you did not receive it, I would be more than happy to have a new one sent to you as the order is already created to send you the correct unit once we do receive the incorrect one that you had received.
  
  Please take note of your case number for your future reference: N2408039634-0014. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22240065
  
  I am rejecting this response because: I was told by ASUS employee that they would be sending me out the new monitor with the shipping label for the one you sent in error the unrequested one and I'm waiting for that. You have no idea what has been told to me and you're just going off whatever I'm waiting for you guys to do what you said none of that has been true All you guys do is lie. Your liars and you stole my monitors. You sent me unrequested garbage and now you're using that garbage to not give me my property back.
  
  Sincerely,
  
  ****** Loop

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a video card from a 3rd party on June 3, 2024 but it was found to be defective. It still carried an ASUS factory warranty until late 2026 so I got it replaced under warranty successfully. The replacement had an issue with the fans so that was sent back to ASUS for another replacement. This replacement worked for about 2 months in a gaming machine until it stopped working again, this time with green lines on the screen and code 43 in device manager. Upon trying to submit it for another warranty exchange, ASUS said it was out of warranty with an expired date in early 2024. That makes no sense, as the original unit and first replacement had warranty in 2026. An ASUS agent must have entered in or scanned the wrong thing when issuing the 3rd replacement that lasted 2 months. Now ASUS absolutely refuses to do anything without an invoice like from Amazon or Best Buy when the card I have now is one I got from ASUS. Further, their warranty policy says the warranty of RMA replacements run at least 3 months or until the original factory warranty would expire, whichever is longer. It's been less than 3 months since I got it from ASUS warranty service. This is unacceptable that ASUS suddenly demanding some paper that I don't have and that they never required before.

  Business Response

  Date: 09/03/2024

  Hello ***************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. 
  
  
  I am terribly sorry to hear that you have been experiencing these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  Depending on where your device was purchased from, and the condition it was sold in, it may not be eligible for the full manufacturer warranty. However, if you could please verify the serial number in question, I would be more than happy to see what replacement options we do have available.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2408041179-0002. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************