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:08/28/2024

  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.

  Contacted the company to ask for a coupon code for first responders and hospital workers was ready to check out with one of their products they just brushed off a customer very rude and non caring not sure if Asus cares about consumers or helping

  Business Response

  Date: 08/29/2024

  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 do apologize for any inconvenience that this situation has caused you. I can assure you that if we did have a program set up for discounts for first responders, we would happily go over that with you. Our current deals can be found at ********************************************************.
  
  
  Please take note of your case number for your future reference: N2408036879-0003. 
  
  
  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: 08/29/2024

   
  Complaint: 22209748
  
  I am rejecting this response because:
  Generic response no help to consumer 
  Sincerely,
  
  *********************

  Business Response

  Date: 08/30/2024

  Hello *********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I am very sorry that we do not currently have any discount codes, coupons, or store credits that we could provide for first responders or health care works. I assure you that if we did, we would have gladly offered them to you. At this time we can only recommend viewing the current deals that we do have available on our website in the link that was previously provided.
  
  Please take note of your case number for your future reference: N2408036879-0004. 
  
  
  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: 09/03/2024

   
  Complaint: 22209748
  
  I am rejecting this response because: generic response 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/27/2024

  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 a new ASUS Strix ROG motherboard, upon delivery and during the build process I noticed issues with the *** ports on the board. I attempted to update BIOS and follow all FAQ and Support suggestions found on the web and their website. After exhausting my attempts to resolve I was at the 31st day of my purchase meaning I could not return it for a new product. Reason for the delay was not only due to troubleshooting at length. However my mother is Stage 4 terminal cancer and is dying, so I couldn't immediately spend all my time one this. I contacted chat, I was offered a repair which will not work as it's a business device. I was offered an ADVANCED RMA, however my ***************************************************************************************************************** faulty prior. I could have purchased refurbished when I purchased my motherboard for 3/4th the new board cost. This isn't a solution and there are extenuating circumstances. I escalated to level two customer support where someone named *********************, he took to call I explained the situation he didn't empathize and just said okay anything else I can do for you. Didn't offer any discussion. Then hung up on me after telling me to call back, I asked for a manager he said he was. I asked for corporate he told me to call back the number #************ to get someone else. I didn't and everytime he got the call he hung up. I called back a dozen or more times before getting a new board replacement.

  Business Response

  Date: 08/28/2024

  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 to the experience that you have went through. I am here to help.
  
  
  I can set up an advanced replacement order for a new in box device as a one time courtesy, as the terms of the manufacturing warranty would only cover repairs or advanced replacements for recertified replacements. The credit card hold required would be for the **** of the device until we receive your current device back.
  
  
  If you'd like to go this route, I'd be more than happy to get this set up for you.
  
  Please take note of your case number for your future reference: N2408015389-0011.
  
  
  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,
  ************
  **************************************************

• Initial Complaint

  Date:08/27/2024

  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 external touch screen monitor from this company on 1/1/2023. It was the ZenScreen Touch MB16AMT. It failed right away and would not stay on even after numerous calls with tech support to troubleshoot. Since it was under warranty, they asked that I send it in for repair. After completing the process and being without my product for weeks they sent me the unit back and I reregistered that product on 6/13/2023. They extended the warranty on it until 02-08-2026. The unit I received back is also not working and turns off after 2 minutes. I reached out to tech support the week of 8/19/2024 and they could not provide a solution over the phone during troubleshooting. Their solution to the issue is to once again send in the unit for repair a second time.I am not comfortable with their process and don't have trust in the repair process since this has happened to me twice. They have refused to send me a new unit, so I requested a full refund, and they are unwilling to do so as well.Attached documents show recent correspondence and serial numbers including product information and pricing.

  Business Response

  Date: 08/28/2024

  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 are experiencing these issues with your device. I can certainly understand how aggravating that can be.
  
  
  I am very sorry to say that our warranty would only cover repairs or replacement, which I see both were offered. While we may not have had any replacements available when you last spoke with our support team, we can still put the request in so that if one does become available, we can have it sent to you. Refunds would only be available through the place of purchase during the appropriate return window.
  
  Please take note of your case number for your future reference: N2306016631-0008. 
  
  
  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: 08/29/2024

   
  Complaint: 22204454
  
  I am rejecting this response because:

  If you read the email, a replacement is only being offered IF my unit cannot be repaired. This will be the 2nd time you will be trying to repair the same problem. Respectfully, at what point do realize that THIS unit IS unrepairable. You should consider sending me a newer version of your touchscreen based on the price I paid for this product and that fact that it continues to fail and inconvenience me and my business operations.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/30/2024

  Hello ***********************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. 
  
  
  I do apologize for any confusion. In terms with our warranty, replacements are offered if your device cannot be repaired. I do see that a replacement was previously offered. We can still put in the request to get a replacement of your same model sent to you. With that, we can have it sent after we receive your device at our facility, or we can have a replacement sent to you first. However, that method does require a credit card hold until we do receive your current device.
  
  Please take note of your case number for your future reference: N2306016631-0010. 
  
  
  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: 08/31/2024

   
  Complaint: 22204454
  
  I am rejecting this response because:
  
  I'm definitely not going to give you more money be it hold or any other means. I'd love to send this unit back for an actual ***lacement and asked the *** I have been corresponding with for a shipping label. How long does it take to create a RMA number and send me a shipping label since I have yet to receive anything to return my unit, even after requesting to do so.

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

• Initial Complaint

  Date:08/27/2024

  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 bought a NEW Asus Laptop computer thru ************ associated dealers on November 30, 2023. It lasted a whole 7+ months before it STOPPED WORKING. Now, we attempted to contact the company to have it repaired and or replaced under ITS EXISTING MANUFACTURERS WARRANTY, THE COMPANY HAS STOPPED REPLYING TO OUR EMAILS. I gave them a copy of the invoice showing purchase order #, date, product, model & serial number, they TRIED TO SAY IT WAS OUT OF WARRANTY AFTER ONLY 8 MONTHS, WHAT GARBAGE!!!!!!***As a resolution, we want our money back from this useless ****************** will NEVER BUY ANOTHER ASUS computer again!!!!!

  Business Response

  Date: 08/28/2024

  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 of the experience that you have had. I certainly understand how aggravating that can be. I am here to help.
  
  If you could please provide the serial number to your device, I'll be more than happy to have this looked into for you from my side of things.
  
  Please take note of your case number for your future reference: N2408036756-0001. 
  
  
  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: 08/29/2024

   
  Complaint: 22203421
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/30/2024

  THIS IS NOT A RESOLUTION.

  THEY ASKED FOR THE SERIAL NUMBER, WHICH IF THE LEFT HAND TALKED TO THE RIGHT IN THEIR OWN COMPANY, WOULD SEE THEY ALREADY HAVE IT, AND AN INTERNAL COMPLAINT #, wow!!!

  SN=N3NOCV15F586127

  "Thank you for contacting ASUS. Please take note of your case number for your future reference: N2408023399-0002".

   

  STILL WANT A FULL REFUND.

  THANK YOU

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

  Business Response

  Date: 08/30/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. 
  
  
  Thank you for providing that information. I do appreciate it. However, the serial number and case number that you did provide does show attached to a different account. With that being said, if the device was not purchased brand new from one of our authorized resellers, which can be found at ********************************************************, then there would only be a 90 day limited warranty from the time of sale. For instance, the device would have to have been purchased from an authorized reseller on this list through Amazon and not a third party reseller. I am sorry to say that a refund would only be able to be granted through the place of purchase during their allotted return window.
  
  Please take note of your case number for your future reference: N2408040516-0001. 
  
  
  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: 08/31/2024

   
  Complaint: 22203421
  
  I am rejecting this response because:

  DEAR ****-

  You obviously dont know what you are talking about, and are wrong.  This item was bought NEW IN BOX from Amazon, already forwarded all of that info to your company.  To call me a liar is BULLCRAP pal, you obviously dont know one part of your anatomy from another, look to give any excuse to get rid of someone.  

  This was a brand new ASUS that didn't even last 8 months, my wife barely used it at all.  YOU MAKE A C*** PRODUCT AND DO NOT HONOR YOUR OWN WARRANTY.

   

  I OUTRIGHT REFUSE THIS RIDICULOUS REPLY< WANT A FULL REFUND OF A DEFECTIVE PRODUCT.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/03/2024

  I REJECT THIS OUTRIGHT LIE.  WE BOUGHT THIS COMPUTER NIB...NEW IN BOX FROM A DEALER ON AMAZON, ALREADY FORWARDED INFO TO ASUS.  LET THE BURDON OF PROOF BE ON THEM, THEY NEED TO SHOW PROOF THIS WAS PREVIOUSLY PURCHASED, AND IS A SECOND HAND COMPUTER, WOULD BE NEWS TO ME, WHAT A BULLCRAP REPLY, SELL A GARBAGE PRODUCT THEN REFUSE TO HONOR THE WARRANTY, REMINDS ME OF A HIT AND RUN DRIVER.

  NO *** NO WAY

  FULL REFUND NOW DEMANDED.

  ---

  Business Response

  Date: 09/03/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope you had a wonderful weekend.
  
  
  I do apologize for any inconvenience that this situation has caused. The serial number you had provide was only attached to an Amazon account link that we could not access as it is a personal account. However, the serial number does show that the device was purchased from seller KEINZU ********* which is not an authorized reseller of ASUS products, which can be seen in the previously provided link. With that being said, if you can provide a proper invoice that has the following information, not a link to a private Amazon account, we can certainly have this looked into further:
  File types accepted: PDF, JPH, PNG, GIF
  Retailer name and Logo
  Date of purchase and purchase price
  Serial and/or model number of an ASUS product
  To ensure proper invoice verification, we are unable to accept bank statements, screenshots, forwarded emails, copy/pasted emails, and certain file formats (DOC, TXT, RTF). We apologize for any inconvenience this may cause.
  
  
  Please note, if you purchased your unit online, and do not have a printed receipt, it may be necessary to login to the store website where the unit was purchased and download a copy of purchase receipt/invoice.
  
  
  Please take note of your case number for your future reference: N2408040516-0002. 
  
  
  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,
  ************
  **************************************************

• Initial Complaint

  Date:08/23/2024

  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 bought an Asus Vivobook in April 2023. The model # is F1502Z. In July 2024 while I was working on a ****** Sheet, it was having trouble. I decided to shut the computer down and restart. It would not initially shut down. Then, it did, but when it started back up, the screen was dark. There is no damage to the computer. I updated the Bios system based on other user reviews. The only way I could do this was by connecting it to my TV (since the Asus screen is dark, the TV acted as a monitor). After I updated the Bios, the problems only increased. The update caused me to lose my Adobe Pro subscription also. I just called Asus. After troubleshooting for 50 minutes (and putting me on hold repeatedly, at least 6 or 7 times--each time for "2 to 3 minutes"), the agent (for whom English was not his first language) told me I could send the computer in for an $85 diagnosis + shipping. This computer is just past the warranty period. I cannot believe this laptop was only usable for 14 months. It was a waste of my money. I will never buy an Asus product again. Ever. They sold me an inferior product. I cannot express how disappointed I am with Asus.

  Business Response

  Date: 08/27/2024

  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 are experiencing these issues with your device. I certainly understand how aggravating that can be. 
  
  
  I am also sorry to hear that the troubleshooting steps provided by our technical support team were not helpful. With the device being outside of the standard manufacturing window, repairs would not be covered. However, if you did decide to have it sent in, I can waive the $85 diagnostic fee as a courtesy, and provide a prepaid shipping label.
  
  Please take note of your case number for your future reference: N2408030548-0002.
  
  
  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,
  ************
  **************************************************

  Customer Answer

  Date: 08/27/2024

  Complaint: 22187755
  
  Thank ****************. Before accepting this option, I have a follow-up question: Will Asus also pay for the return shipping charge?

  The waived diagnosis fee does help, but I have no idea how much it will cost to repair this faulty laptop, and return shipping will be an additional cost. 
  
  Sincerely,
  ***********************************

  Business Response

  Date: 08/29/2024

  Hello ***********************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  We would cover shipping both ways. I'd be very happy to get that order set up for you. I would just need your full shipping address so that we can have the labels created properly.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2408030548-0003.
  
  
  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: 08/29/2024

  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.
  

  **** agreed to cover shipping, but he requested my address. I will add it here since I'm not sure where else to add it.

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

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

  **************, *******; 37075

   

  Thank you,

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

  
  

• Initial Complaint

  Date:08/16/2024

  Type:Order 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.

  Unfortunately, going through the BBB is the only way to get anything resolved with Asus. My wife received a new Asus laptop for her birthday. According to all of the reviews on ******** the laptop was supposed to come with a protective sleeve in the sealed box with the laptop. When she opened the box, the pocket where the protective sleeve was supposed to be was empty. I called Asus support to tell them about the problem and see if they could send us the missing sleeve. They insisted we had to contact Amazon since that's where the laptop was purchased. What is Amazon going to do? They didn't package the laptop - Asus did. Why does this have to be so difficult?

  Business Response

  Date: 08/19/2024

  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 did not receive the protective sleeve when you had purchased your device. I certainly understand how aggravating that can be.
  
  
  While the serial number we have on file shows that the device was originally sold to ******* I'm afraid it does sated on our website at ************************************************************************************************* that "Included accessories vary according to country and territory. Please check with your local ASUS retailer for details." I do apologize that the sleeve is not something that we would be able to have sent out. I do apologize for any inconvenience that this situation has caused you.
  
  Please take note of your case number for your future reference: N2408020997-0002. 
  
  
  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,
  ************
  **************************************************

• Initial Complaint

  Date:08/13/2024

  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 sent in my ASUS ProArt monitor for warranty repair over 1 month ago. I had to buy the shipping materials myself. The repair department received the monitor on 7/15/24. I have been told many times that it was either waiting for parts and then that they had parts and it was being repaired. I was told over 2 weeks ago that parts arrived and it was being repaired. I have asked them to send me either a refurbished monitor or a new one because they are taking too long. I have lost trust in this company as a result of this very bad customer **********************. I want immediate resolution. I don't have a monitor an can not use my computer

  Business Response

  Date: 08/13/2024

  Hello *******************,
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today.
  
  
  I sincerely apologize for the inconvenience that this situation has been for you. I do see that our repair facility did receive the final parts needed to work on your device and that they are currently doing that at this moment. I do also see that a request has been in to have the order expedited and have your device overnight shipped to you once the final testing has been completed.
  
  Please take note of your case number for your future reference: N2406020218-0016. 
  
  
  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:07/29/2024

  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 so so frustrated. I purchased an Asus Rog Ally handheld gaming system from Best Buy in February 2024. The *** is defective. We did try all of the troubleshooting steps including a full factory reset, the hardware itself is defect. Per Asus it IS covered by the full manufacturer warrant. Also per Asus we must take it to Best Buy for warranty work. Best Buy refuses, they say the manufacturer must take it directly. I've been kicked back and forth. Both agree that the defective unit is under warranty, they are each trying to make the other deal with it.

  Business Response

  Date: 07/30/2024

  Hello ******************************,
  
  
  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 have had these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  I'd be happy to have the order set up to our repair facility to have your device repaired. I would please need you to verify your full shipping address and the serial number to your device. Then I can create the order and provide a prepaid shipping label. 
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2407036983-0002. 
  
  
  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,
  ************
  **************************************************

  Customer Answer

  Date: 07/30/2024

  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:07/27/2024

  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.

  Defective Asus Router (RT-AX86U Pro) Serial #R3IG5Q2089166YK. Router is about 18 months old and has been replaced once already. Was purchased 3/38/2023 and warranty is for 2 years. Asus record also says the warranty expires in October/2024. Should be 3/8/2025. Asus support said my router needs to be replaced as its dropping ethernet and 5g connections. The last replacement router also lost 5g connections. BUT,.. They have no replacements. A ****** search shows the Asus routers have a 5g drop issue. A replacement may not even help. Refund would be better.I'm fine with a refund, as Asus has no replacement options.Asus case #N2407032251-0004 NOTE: I chatted wth support 7/24/2024 and was told someone would call me to get CC info to ship me a new router. Never got the call and Asus had no record of the chat when I asked for an update.

  Business Response

  Date: 07/30/2024

  Hello *****************,
  
  
  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 of the issues you have been experiencing with your router. I certainly understand how aggravating that can be. I am here to help.
  
  
  
  I'd be more than happy to set up the order to have a new in box replacement sent to you. We would have two options on going about this. The first would be where you send your router to us, then we send you a replacement. The second would be where we send you the replacement, then once you receive it, you then send us back the original. That second method does require a credit card hold for the **** of the device until we receive the original back.
  
  
  I do also see where you had sent in the invoice from when you had originally purchased the device. I have had that forwarded to our back end team to see about getting the warranty updated in our system to match the purchase date.
  
  
  Please take note of your case number for your future reference: N2407032251-0006. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! 
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22054468
  
  I am rejecting this response because:

  I also got an email yesterday asking for contact info... I did provide that, but no response. As it seems one of my issues (5g drops) is an known issue with Asus routers, I would prefect a refund so I can get a router that works.

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

  Business Response

  Date: 08/01/2024

  Hello *****************,
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize for any inconvenience that this situation has caused you. Typically a refund would have to be issued through the place of purchase within the allotted return window. If you'd be interested, I'd be more than happy to set up a replacement order for a different router model. If that is something that you would be interested in, please let us know and I'll be more than happy to get that process started with our facility.
  
  Please take note of your case number for your future reference: N2407032251-0012. 
  
  
  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: 08/02/2024

   
  Complaint: 22054468
  
  I am rejecting this response because:

  The issue has not been resolved yet. Was told that an RMA would be created and a shipping box sent to me. After about 3 weeks they would send me a check. Until I receive payment, this case will stay open.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/24/2024

  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.

  July 13 Asus Laptop Caught fire in my home neat destroyed it.Refuse to compensate for any damages.

  Business Response

  Date: 07/25/2024

  Hello *****************,
  
  
  Good afternoon. 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. I can only imagine how stressful this has been for you. 
  
  
  After reviewing the previous interactions on the account, it does appear that it was concluded that the incident started from an outside source. That, along with discrepancies regarding tearing out a wet carpet but the fire reporting showing no water being used, I am sorry to say that that we would not be providing further compensation. 
  
  
  I do see that you have been in contact with ****** with our *********************** team. She would be the one best suited to assist with this particular situation. Please continue to reach out to her directly.
  
  Please take note of your case number for your future reference: N2406017728-0057. 
  
  
  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,
  ************
  **************************************************