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:05/29/2024

  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.

  This experience has been horrendous. First they did not honor the warranty. Their analysis was that it was the "aftermarket ***". However the issue was a boot loop that was caused by a BIOS firmware update. Seems like an easy way to get out of fixing an issue ASUS caused considering the *** never caused any issues before. Fine, Ill pay the 112, I just want my computer back in working condition. However your payment system refused to take my payments for over 6 days. Meaning my computer sat for 6 days not getting fixed. I continually asked for help from customer ********************** but their best response was to just "hit the Reject button to start the return process". I did on May 22. I checked again today and I found out that nothing has been done with regards to sending my computer back. It's still in the repair center. This has been the biggest waste of time. Your company's customer ********************** and RMA process is abysmal. I have been without my computer for 2 weeks and nothing has been fixed or returned in a reasonable manner. The internet has constantly said that ASUS customer ********************** ***** and unfortunately they are correct. I will never purchase another ASUS product. Strictly on the grounds that they don't support their customers. Your chat system essentially is a waste of time being that any issue has to be "sent up the ladder" with a ***** hour turnaround time just to get answers or help. Whoever is in charge of these departments needs to take a good look at the problems that are apparent and make some real changes. Stop wasting everyone's time.

  Business Response

  Date: 06/12/2024

  Good Afternoon,
  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 inconvenience and frustration this issue has caused up to this point. 
  The experience you have described is not one we find acceptable. We strive for providing excellent experience which is important to us. The *** process is usually a 7-10 business days not including weekends, holidays or shipping teams from the time we receive the unit in to the repair facility.  Sometime when there is a issue with the quote that
  is sent that can delay the time.  I do see that there was some down time from sending the 1st quote and then the 2nd quote for you to dispute for no charge.  This is why it seemed like it took a long time for the *** process to go thru.

  
  If you have any questions or concerns please reach back out to us we will be happy to assist your.  
  
  
  **************,
  **************************************************

• Initial Complaint

  Date:05/25/2024

  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.

  Computer restart when a video and 1 software runs in background. The Core temp shows the *** temp close to 100 deg C. And Blue screen appears (BSOD) and the system restarts every time when I just run few tasks like Video streaming.Detailed issue below:1. First time the issue reported on: Nov 3rd 2023: RMA Number: USPCRB0621: Same issue as mentioned above without the blue screen. The fans used to run in full throttle. The system was said to be repaired by ASUS technical support and send back the **** BUT THE SYSTEM STILL PERSIST THE SAME ISSUE 2. Second time I reported the Same issue on: Dec 6th 2023: RMA Number: USPCRC1152:Same issue as mentioned above without the blue screen. But the system restarts everytime when 5 or 6 tabs were opened in chrome window. The fans used to run in full throttle even for just chrome opened window. The system was said to be repaired by ASUS technical support and send back the **** BUT THE SYSTEM STILL PERSIST THE SAME ISSUE 3. Third time I Reported the same issue to ASUS: 29th March 2024 (***** F): N2311004478-0008:When I received the system, I checked the system the issue still persists. The *** restart this time showing Blue screen before turning off. The system restarted when I was running HitFilm express video editing software and one time when I was running "Handbrake" software. This restarting of the system happened multiple times and I happen to follow all the Steps sent by ***** F to trouble shoot the system. Nothing worked. I received my System back after 3rd repair on 18th May 2024: In the repair report ASUS stated that they could not replicate the issue. I started using my system and the issue showed up as I was running the above mentioned software. I need help BBB as this is the fourth time ASUS is sending back the system without repairing claiming that they are unable to replicate the issue. Now I have made a 9 minute video of the issue showing what is happening. I request for a refund or replace the ***.

• Initial Complaint

  Date:05/24/2024

  Type:Sales and Advertising 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.

  I originally RMAd a *** to ASUS. It was an ASUS ROG STRIX 4080 16GB OC. The original issue was that the hotspot on the *** was overheating massively. After a week of no contact, they messaged me to say my device was on its way. No report of the issues with my property or any options were given. I called and asked them what happened and if it had been fixed. They said no, and that they were sending me a manufacturer certified replacement. I asked if I could get that in an email and they said only, no.What I received is in the pictures. The anti static bag had another customers RMA number and is clearly someone elses property. It was badly and unprofessionally packaged. The device was both heavily damaged and very used. You can see all of the damage from being poorly installed alone. I sent the device back via their RMA process, as requested. I reached out via email this time to make sure that they actually understood my issue and to request that they fix their mistake by sending me a new, sealed device this time with expedited shipping. They replied that they would as soon as they received the device and keyed it in, even though I sent them the tracking number. 48hrs after they had already keyed in the device, they emailed me to say that they are fixing the other customers broken *** to send back to me! This is not fair, acceptable, or even in their policy. I do not trust the company and either want a full refund (preferred), or a new device in a sealed box. I have been without a *** for three weeks now. I cant believe that a company selling a *** for over $1,300 would have such terrible service. All of their emails are dismissive and they clearly are not reading them. Any help is greatly appreciated. Thank you for your time.

• Initial Complaint

  Date:05/22/2024

  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 send in a rtx3070 koi for RMA.I did not get the same one back, not did I get a similar item back.Ive been so frustrated in talking to asus this is my last step.I send in a 2 fan Graphic card, I was returned a 3 fan graphics card ( without lcd's ! ).( This 3 card is too big for my computer , as you can see photos ).I was also send a lower grade card, which is an LHR. This is a much inferior card. I should be getting like to like, if not an upgrade. Not a downgrade.I paid almost $1200 for this card . you need to do the right thing.I wish a swift resollution for this matter. it can be acived, send me my 3070koi card,, if you dont have that send me a 2 fan card, w/ lcd , non LHR,If you dont have this in 3070 , then you need upgrade me 3080 - Photos card wont fit - photo of pending conversastion with your support team

  Business Response

  Date: 05/24/2024

  Good Evening,
  I hope you are doing 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 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 that you have been having since you received your replacement, I can understand your frustration and the inconvenience of not being able to use you unit due to the graphic card not fitting.  
  I can have you send that graphic card back in so that we can switch it out for a comparable or same model that the original card was.  If this is something that you want to proceed with please let me know and I will start the process for you.
  
  
  Thank you for your time and patience during this process.
  **************, 
  **************************************************

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21747767
  
  I am rejecting this response because:

  I have emailed asus ( ***** ) after she has responded to the BbB claim. It has been almost 1 week. There is no communication at all from asus or a way to contact asus. This is a ficticuous  response, with a 1 - way communication from asus with no way for me to respond. I have enclosed my proof of communication to asus. I would be writing to the state attorney general for fraud, then I would be writing to NJ small claims court concerning this issue if i do not get a resolution in 3 business days,.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/14/2024

  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.

  On 5/10/24 I placed order *********** in the amount of $1458. When ordering, I changed my address from ************ E to my current address ***************. However, when completing the order it said ti was shipping to the old address. Within seconds I contacted support and asked that they update the address. I was told it would be escalated and take ***** business hours. Later that evening I contacted them again and told them this was urgent because they had ALREADY shipped the item. I got a response that said the same thing. Monday I contacted them again, twice, saying I was unable to change the address with fed ex because teh sender wouldn't allow it. I expressed urgency because it was scheduled for delivery TUESDAY. Again, told the same thing. It is now Tuesday and it's out for delivery at the old, wrong address. The customer ********************** is unacceptable. You knew IMMEDIATLEY that the address was wrong. You could have flagged it or handled this differently. I want an immediate refund. I do not want this product. I will never purchase from ASUS again. Ship it back to yourself.

• Initial Complaint

  Date:05/14/2024

  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.

  I purchased this very expensive gaming device called the Rog Ally. Reported an issue within a week, sent the item in for service with a nightmare of a customer **********************. The issue was supposedly fixed. Then after a couple of moths the issue which was the overheating of the sd card came back finally destroying my sd card. I reported the issue. They promised a refund if I sent them the damged sd card. I complained that I didnt feel comfortable sending them this because it had my data. They escalated it to a manager whom said would be taking care of me within 48 hours. More than a week has passed I have sent them several emails and now I am 100% being ignored and the company is just not responding even though the item is still under warranty so they are now owning up to their promises and scamming people off

• Initial Complaint

  Date:05/13/2024

  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.

  On the Date Of January 15, 2024, I, *****************************, contacted ***** S representative for the Service Department for ASUS ****************** My email was in reference to my ASUS ROG ALLY no longer functioning properly and also causing my ** Card 1TB to malfunction and essentially stop working. I received contact from ***** S and a case number with ID: ************* was issued to me and a RMA: USBVS11066 was assigned to my defective ASUS ROG Ally. ***** S instructed me to send in the device in question and also my ** Of 1TB San Disk Extreme. I returned the defective device, as well as the ** card that was destroyed as a result due to the defective ROG Ally in the same package via FED tracking ***** Shipment ************ as instructed by ************** Asus failed to provide monetary compensation for the ** card which was destroyed as a result of my defective ASUS ROG Ally I received from company ASUS. As this is not a fault of my own, but a fault of Asus corporation. I respectfully request compensation for my losses under Consumer Protection Law. In addition, Asus released a statement that they would reimburse consumers if the device, which in my case is the Asus Rog Ally, caused malfunction or resulted in a non-working ** card as a result of a defective unit received, with or without proof of receipt. I also included a receipt in a recent communication with ****************** on April 23, 2024. ******** stated ASUS did not receive ** Card 1 TB San Disk which is a false and a deceptive statement. As such, Asus should stand by their statements and reimburse me as the consumer for the above reasons. I've attached documentation from email communication with ************ as well as ********************

• Initial Complaint

  Date:05/12/2024

  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 several computer components back in nov 2021 to build a gaming computer through smart parts pc due to they have special financing options. I paid roughly 1800 and was price gouged for a ASUS Rog rtx 3080 in white to match my pc build, recently i have had issues with my video card. when i go online it says that its under warranty. when I call ASUS they state that they cant warranty my video card because its from ***** and that since I dont live in ***** that i would have to send the card over seas and I would not be able to get my product back because I do not have a chinese address. I expressed the amount of money I paid them and how they need to fix my video card that is under warranty they stated they would if i paid to send it in paid for the diagnose fee and then paid for a new card. I paid 1800 dollars and the new rtx 4090 is way less then that. I spoke to several agents and one told that they could help me however when i called back to confirm I was told that its policy that they cant fix any video card that was made in *****. Though all of their products are from ***** and we purchase in the ***. I asked the agent to provide me with the policy and she stated its a internal policy and she was not allow to give it out. I asked for a supervisor several times and was told she was not allowed to put a supervisor on the phone and if i wanted to pay the fees to have it fix or a new one I could even though my video card is under warranty. I asked the agent to show me online where I could find this policy that they do not service cards that are from ***** and was told there is not policy on line and that I would have to just believe her. I asked for the coorperate contact info and was told they are never allowed to get that out.I would like a resolution of a RTX 409 in white for replacement or a refund of *******

  Business Response

  Date: 05/22/2024

  Good Afternoon,
  I hope you are doing 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 of support and other departments do not have the access that I do to help resolve your issues.  I apologize that you are having issues with your graphic card at this time.  I can understand your frustration and inconvenience of this unit being zone out of the country and the policies behind the repairs for this unit.  
  
  There are 2 ways that repairs can be done when the units warranty is zoned outside of ******************  The 1st option is: Since your product is out of warranty in the ************* and only carries warranty locally in *****, a non-refundable diagnostic fee must be paid prior to the device being sent for repair. This fee does not include the repair cost. When your product reaches the repair facility and is examined by a technician, you will be contacted via email with a quote for the actual cost of repair. Once you receive that quotation, you may use the options located directly on the quotation to proceed with payment, ask further questions, or reject the quotation. There may be delays in completing repairs if parts are required to be shipped from another region.  There is also no guarantee that parts will be available.
  
  The 2nd option is: To have your unit repaired with in the warranty you would need to send your unit to someone in ***** so that they can forward it to a repair facility in **********  There is import regulation in *****, so shipping must be arranged by customer both to repair in *****, and back to residing country from ******  
  
  I understand that neither one of these options are ideal at this time but unfortunately with the warranty being out of ***** we are unable to do anything but the above options.
  
  
  Thank you for your time and patience during this process
  **************,
  **************************************************
  
  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21699855
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  My product is under warranty, there is too much back and forth here, I spend 1800 dollars on this card during covid when asus inflated their pricing, Ive spent several hours on the phone waiting for call backs in which i did not get one, I was also told that someone would send me the policy that stated that they are not allowed to warranty my product being its a internal policy, no one from asus was able to provide me with proof of anything Ive spend over 10 grand with this company and there customer ********************** is extremely poor, tech support is poor and the customer ********************** will hang up on you or flat tell you that they dont have to do anything, there is also a huge movement going on that several thousands of people are having the same like kind issue that i am having, I want a full refund. 

• Initial Complaint

  Date:05/10/2024

  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.

  I sent my brand new motherboard in for a RMA. I was then told that the motherboard was damaged. When the motherboard left my care it was undamaged and had a defective issue with the bluetooth. So I was then told I would need to pay for the repairs. I reached out to the office of the *** then as i did not damage the board and it was damaged under ASUS care. I was given a courtesy waiving of the fees and a recertified board was sent to me. I disagreed with this strongly as I believed i was entitled to a new board as the board I sent in was under 2 months old. The recertified board was delivered and there were scratches all over it, dark marks that look like sharpie to cover up damage and underneath the heatsinks there was hair and other material that was not supposed to be there. I reached back out to the office of the *** to ask for another board to be sent and requested that it be a new one due to the age of the board. I was told this was not done and I could receive a recertified board. I argued that this was unacceptable as again the board I sent in was under 2 months old and it does not make sense to me that I should not get something back that is comparable. I asked to be called so this could be discussed in a timely manner and all i ever got back was a email response that was late in the day. Today is day 10 of me being without a motherboard and ASUS representative has now decided to not respond any more. I sent several emails to get a response but nothing. I have asked that in order for me to accept a recertified board that it be of comparable age to the board i sent in, that it work, and that there be no cosmetic issues and no hair or other items under the heatsinks. I am happy to send back the recertified board i recieved. I also ask that I not pay shipping for either board as this whole situation is because ASUS decided to sell a defective board.

• Initial Complaint

  Date:05/09/2024

  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.

  I purchased my ASUS Zephyrus G15 in December 2022 in ***********, **********. The purchase was open box from Best Buy certified as excellent condition. This was not previously owned or used or refurbished. The items packaging had simply been opened in the store. November 2023 I start having issues with a memory_management crash and seek assistance at the Best Buy location I purchased from. They appeared to resolve the issue with updates and drivers. March 2024 the problem escalated and the product is completely unusable. I contacted ASUS asking for repair but they insist I must pay for repairs. I explained the the device is completely unusable due to manufacturers defect and it is a lemon and I am entitled under implicit warranty described in the Song ******* act to expect the device to be free from manufacturers defects. Its been more than a month trying to resolve this issue. Ive since taken the laptop to a certified ASUS repair shop and they confirmed that the motherboard is dysfunctional. I never opened the device, modified it, or damaged it in any way that would have caused this damage.