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:06/28/2024

  Type:Customer Service 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.

  My motherboard now broke, sent it to ASUS for repair. They said it was my fault, charged me over $100 to repair which is fine. Arrived yesterday, someone clearly spilt something all over it. Computer wont turn on at all. I dont want to do this for another 3 months. I paid for this.

  Business Response

  Date: 07/11/2024

  Good Evening,
  I hope you are well today. My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level o support and other departments do not have the access that I do to help resolve your issues.   I would like to apologize that you received a replacement motherboard with something spilled all over it.  That is not something that we find acceptable.  I do see that we have started a new RMA for a replacement for another board.  I am also seeing that you are having issues with your label being printed off.  If you are still having issues please reach out to me so I can have a new label sent to you as I am not seeing a valid label on your RMA at this time.  
  
  
  Thank you for your time and patience while we process this RMA for replacement.
  Have a Great Day!
  **************************************************

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hi,I am writing to lodge a formal complaint against ASUS and its authorized dealer, Wattana Systemation Pattaya, regarding damage to my ASUS ProArt Studiobook One W590 laptop during a repair. Despite multiple attempts, the matter remains unresolved, severely impacting my work.My name is *****************************, a seasoned visual effects artist with extensive experience on projects such as "Star Wars: Rise of Skywalker," "LOTR: Rings of Power," "Aquaman," and "X-Men." I was featured in a promotional video on the ASUS ******* channel: ************************************************ and my IMDB profile is: ************************************ June 9, 2024, I brought my laptop to Wattana Systemation for repair. When I collected it on June 12, 2024, I discovered severe damage, including a broken display, damaged cover/skin, and internal flex cable damage affecting the ****C ports.Despite multiple attempts to resolve this with Wattana Systemation and ASUS, the issue remains. The dealer admitted fault but has not offered any fix or compensation.I fixed the original problem, but the laptop is largely unusable due to the damage caused by Wattana Systemation. As a result, I am losing wages due to this lack of accountability.Given the severity and impact on my work and the lack of spare parts to restore what's damaged by Wattana Systemation, I request one of the following resolutions:1. Immediate Replacement: Provide a replacement for my ASUS ProArt Studiobook One W590: ********************************************************************************** 2. Full Compensation: Monetary compensation equivalent to the cost of the laptop.Thank you,*****************************

• Initial Complaint

  Date:06/20/2024

  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.

  Purchased ASUS ROG Strix G17 (2022) Gaming Laptop, 17.3 240Hz IPS Type WQHD Display, NVIDIA GeForce RTX 3080, *** Ryzen 9 6900HX, 32GB DDR5, 1TB PCIe SSD, RGB Keyboard, Windows 11 Home, G713RS-AS91-CA on February 12, 2023 from Amazon for $2,299.00 CAD before tax. Computer was supposed to be new; however, data from previous owner and the serial number brings up a previous owner in ********************'s files--indicating Amazon likely sold me a refurbished computer as new (this was discovered later). I purchased this computer to replace an aging laptop as I had returned to university, due to my busy school schedule I set the computer aside after experiencing screen freezing/pixelation issues, as well as the computer screen failing to turn on when booting up the computer. When time became available and I had tested the computer a bit further, I contacted Amazon in September of 2023 for support. They said they could not help me and directed me to the manufacturer for support. I have been sending the computer for repair on and off for the last year and a half. I was told by Asus that if the problem was not corrected after 3 repairs, that they would replace the malfunctioning computer. Now that I have sent it in three times, they are saying that they cannot replace the computer and it is no longer under warranty. I bought this computer to use for school, and it has never properly worked--forcing me to use a now 8 year old laptop that is far more reliable. I'm at my wits end and am going to finish my electrical and computer engineering diploma with a useless computer I purchased specifically for school. I'm not sure who's more at fault, Amazon for selling me a used computer billed as new, or Asus for not fixing the issue and refusing to replace it when it was under warranty, and now having me send it in every other month to update Windows and BIOS, just to tell me that they will not replace it with a functioning product?

  Business Response

  Date: 08/02/2024

  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 experience that you have had with your device. I certainly understand how aggravating that can be. 

   

  I am happy to see that a new order had been created for you and that our Canadian team is working on getting a replacement device sent out to you. I can assure you that they are working on getting this resolved for you as quickly as possible. 

  
  Please take note of your case number for your future reference: N2310003983-0013. 

   

  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,
  ************
  **************************************************

   

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

  Engagement Specialist - CEO/ASUS Support

   

  Tel: **************

  Email: j******************************

   

   

  Customer Answer

  Date: 08/04/2024

  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:06/17/2024

  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.

  Date of transaction: 06/07/2023 19:59:16 When I had purchased this laptop, it came with issues. They told me I had to send it back, which was ok. However they sent it back to me in the same state as before which was around 2 weeks of no computer. Mind you, this was my only computer now, due to the fact my old one had broke and I needed this for work and school. I had to send it back again which was another two weeks or more(I believe they did have delays which is what made it worse aswell), and when I had got it back, It was STILL in the same broken condition. Mind you I had to send these out with my own money since the Warranty didn't cover sending it in. After that I had to send it in for a third time, which the original problem was fixed, but it came with a new problem. At this rate I was fed up with the company already because again, this is the only computer I had. So after some talking they had to send me a completely new computer, which I don't understand why they didn't do that to begin with when I asked, and after they did it seemed to be no problem and they said they would give me 3 months of extra warranty to help cover some of the time lost. Now when I got my computer, I didn't see this extended warranty, it still said July and when I tried to actually purchase their extended warranty, which is a separate thing called the **** It told me there was an error. I thought maybe it was just processing but it still wouldn't work. So when I had emailed them telling them that I couldn't extend the warranty they told me two things that seemed contradictory. They said that I had already purchased the extended warranty, I did not because if I did it last up to 4 years as said on their website, and that I couldn't purchase a warranty because it had been past 6 months. Mind you, they had my laptop for those first 6 months so how am I suppose to extend a warranty of something I don't have? Also there isn't even an extension at all on my side, so something isn't right.

  Business Response

  Date: 06/18/2024

  Good Evening,
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I would like to apologize for the issues you have been having regarding the additional extended warranty you received with your replacement unit.  
  Your replacement will have the benefit of the original unit's warranty and then the additional 3 months warranty will be added to the end of that warranty.  These additional months are added on the warranty on the back end.  You won't see them in MyASUS, by we see them when any repairs may be needed.  Your current warranty is good thru 10/11/2024.  
  
  Thank you for your time and have a great evening,
  
  **************,
  [email protected] here...

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21861373
  
  I am rejecting this response because: It still doesn't fix the issue that I also can't purchase the *** from the Asus website and haven't been able to ever since I got my replacement laptop. I appreciate the three months, but I would still like to acknowledge the fact that I've been locked out the *** ever since i had gotten this laptop back which is unfair since it was my only form of communication as stated in previous emails before. Can you at least look into that, because I would prefer to try and purchase at least 1 year warranty for my laptop with ***.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My laptop was having power issues and I contacted Asus to resolve the issue. The Asus support agent was unable to solve the issue so the agent offered to have my laptop repaired under warranty. Asus provided me with a shipping label and I shipped the product using the label. The tracking number for the package is ************. The shipment was in transit for 4-5 days then it suddenly said "Unable to deliver". I contacted ***** and they informed me the package was lost and to contact Asus for further help as they issued me the label and they are the only ones that can make a claim. I contacted Asus and told them about the missing package and Asus told me they will contact FedEx.After waiting several days I contacted Asus for an update and they told me someone will reach out to me within ***** hours as my laptop was lost in transit.It's been almost 2 weeks since Asus told me someone would contact me and resolve my missing laptop issue. I spoke with them several times after this and each time I was told within ***** hours someone would resolve the issue. Its clear that Asus does not want to help me hence why I am making the BBB claim. Since ***** has confirmed the laptop was lost, and Asus confirmed it was lost, why is Asus not resolving the issue and providing me with store credit, a refund or a replacement? ASUS Reference Numbers Below:Rma No=USPCS51729 Service Number:N2405015237-0001

• Initial Complaint

  Date:06/11/2024

  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.

  Hello. I bought an Asus TUF Gaming 4080 on 5/9/2023 for $1200 and it was defective. The fans are so loud that the card is unusable. It isn't a normal amount of volume, it is so loud that you can hear it multiple doors down. I sent it in for an RMA and ASUS sent me a card that has the same issue. The model number is different, but from what I can see it is only a sticker. I don't believe they sent me a new card because this issue can't be normal. The problem is not fixed. I can't get the help I need and paying this much for something I should be able to actually use it. I would like a replacement of something equal or greater and doesn't make such loud fan noise.

  Business Response

  Date: 06/12/2024

  Good Morning,
  
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  First and foremost I would like to apologize that you are having the same issue with the replacement Graphic card that you received, which I am seeing is a different card as the SN's are different.  I would like to start an *** for a recertified replacement at this time to assist with resolving this issue.  

  
  ***re are 2 ways that we can handle this.
  
  1.) Advance Ship - you will keep the ** unit you receive the replacement but in order to do so we will send you a quote for a CC hold for the **** for the unit.  Once the hold has been processed then the unit will be sent.  You have 14 days from the closing of the *** to return the defective unit to have your hold released.  If it is not returned in that time the hold will be processed and then once we receive the unit we will send out a refund at that time.
  
  2.) Mail In Mail Out - we will send you a prepaid label, with shipping instructions and Checklist, Once we receive the unit in we will than send you the accepted model that you choose.  *** standard turn around time is 7-10 business days not including weekends, holidays or shipping time.
  
  Please let me know how you would like to proceed at this time.
  
  Please take note of your case number for your future reference: N2406014135-0001
  
  If you need anything else at this time please let me know and I will be happy to assist you.
  **************,
  **************************************************

  Customer Answer

  Date: 06/14/2024

  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. I'd prefer to send my card in since I don't have enough to have you send the replacement out first, and I guess you can't just send one out and trust me to send mine on words alone. For all the issues I've had and the headache I'd be appreciative if I got a 4090 Rog Strix. Either way I do want a Strix as I can trust those cards more to not have this issue considering I've owned one in the brand before.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/07/2024

  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 an ASUS TUF Gaming A16 laptop on 12/28/23 After using the laptop for 6 months the hinge started falling apart.I never dropped the laptop or did anything else that would cause damage to the laptop.It sat on my desk 90% of the time.On 6/7/24 I called ASUS to find out how to get this issue fixed as it is making it to where I can't close and open my laptop. They said I would have to pay for a repair because it is damaged. I did not cause the damage and after a quick ****** search this is a common issue with ASUS laptops.

  Business Response

  Date: 06/18/2024

  Good Evening,
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I hope you are doing well today.  I apologize for the issues that you have been having with your  laptop and the hinges.  I do see that you have a RMA in the process and that we have given you a courtesy discount of 100% so there will be no charge for the repair.  
  You will get a quote please make sure to hit the DISPUTE button and then email me back and I will update the quote so there will be no charge and it will move your laptop back into repair.  If you hit anything else it will automatically move your laptop into return to sender with no repairs, and we don't want that.
  I look forward to hearing from you in the next few days.
  
  Thank you for your time and patience thru this process!
  
  **************, 
  **************************************************
  hy here...

• Initial Complaint

  Date:06/05/2024

  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 had been in communications with them about my laptop I had sent in, I was told they needed to replace it completely with a different laptop and there was a fee, I paid and waited to receive a broken product that needed to be looked at by a third party and found out that it has no driver's and no operation system in the laptop. Then I was charged a second time on June the 5th the same amount.

  Business Response

  Date: 06/18/2024

  Good Evening,
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I hope you are doing well today and I apologize that you are having issues with being charged multiple times for the same repair.  
  I have researched your cases and I am not seeing that there were multiple charges to your account, however if your bank is showing that you had multiple charges that could you please forward your  information (all personal information blacked out) to show that it was taken out on both occasions so that we can research this and refund if needed at that time.  
  
  Thank you for your time and patience during this process!
  **************,
  **************************************************

  Customer Answer

  Date: 06/19/2024

  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.

  I checked my bank statements and only one charge was made. These are the emails provided to me after payment. After the 20th of may, if there was confusion on my part please disregard.

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

• Initial Complaint

  Date:05/31/2024

  Type:Delivery 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 this Asus laptop in May of 2023 and there was some issue at the beginning of April, so On April 8th, it was delivered back to Asus service center.On April 26, they said it was repaired and shipped back to me via ***** with the tracking # of ************ and an estimated delivery date of May 2nd.As of now (May 31, 2024) I still have not received the laptop and it has caused huge inconvenience. I have contacted their customer ********************** by email and phone many times and nothing has happened. RMA Number:USPCS40631 Serial ********************** Tracking ******************* ********************* ********** **********************

  Business Response

  Date: 06/12/2024

  Good Morning,
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost I want to apologize for the issues that you have been having regarding your Notebook.
  
  I do see that your received a replacement unit for the notebook that was lost during shipping.  However, it looks like you are having issue when starting up your computer you get a restart error.  The stop code INACCESIBLE BOOT DEVICE, and below is some information regarding that error and some troubleshooting steps to rectify this issue.
  
  
  If your computer is equipped with Universal Flash Storage (UFS) and you encounter issues with the UFS controller having an exclamation **** in Device Manager, causing the local disk to disappear, or if you experience a blue screen error (STOP Code: INACCESSIBLE BOOT DEVICE) when installing the system on a UFS, this may be due to the self-installed Windows operating system not supporting UFS. Below are steps to resolve this issue.
  
  Note: To check whether your computer model is configured with UFS storage, visit the ASUS official website and refer to the 'Storage' information in the Tech Specs.
  
  
  
  Scenario 2: Blue Screen Error (STOP Code: INACCESSIBLE BOOT DEVICE) When System Installed on UFS
  When you install Windows 10 on UFS as the system drive and encounter a blue screen error (STOP Code: INACCESSIBLE BOOT DEVICE) during startup, please reinstall the latest version of the Windows operating system:
  Visit the Microsoft website and download the latest version of the Windows operating system.
  Reinstall Windows 10 using the downloaded installation media. You can follow the detailed steps in this article: How to Create and Use USB ****************** to Reinstall Windows 11/10 via USB drive.

  
  If you have tried these steps and they still don't resolve your issue please reach back out to me and I will  set up another RMA for a replacement.  
  
  
   Please take note of your case number for your future reference: N2406013940-0001

  Thank You for your time and patience during this process

  **************,

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

• Initial Complaint

  Date:05/29/2024

  Type:Delivery 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 ordered from asus.com a ROG Cetra True Wireless SpeedNova on 05/08/2024. ***** said it was delivered on 5/14/24 but I never got it. The photo that the ***** river took is not my front door at all. ***** completely misdelivered my package. I have already checked with whoever lived at that property and they did not have my package. My package was stolen due to misdelivery. I want a replacement or a refund!

  Business Response

  Date: 06/13/2024

  Good Evening,
  I hope you are well.  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I apologize that I am unable to locate the name ******************* in our system.  I am able to locate the email address that you have on the complaint but it is associated to another name.  If you can verify the other name and that they are the same person I will be more than happy to look into your complaint.
  
  
  Thank you,
  **************, 
  **************************************************

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21776333
  
  I am rejecting this response because:
  My email is ***************** and the name associated to the account is *****.
  Sincerely,
  
  *******************

  Business Response

  Date: 06/24/2024

  Good Evening,
  Thank you for reaching out to clarify that ******************* and *********************** were one and the same.  I understand that it can be confusing when names are different on documentation. I have looked over your cases and I am seeing that per the ************************** they are stating that ***** is claiming that they delivered your shipment to the address on file.  If the picture on the delivery is not your address then what address is this.  Can you verify that this is a incorrect address.  Also did you contact the police and file a report for stolen property.  I look forward to getting this additional information so that we can resolve this issue for you.

  
  
  Thank you 
  **************,
  **************************************************