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:05/07/2024

  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.

  November 27th 2023. Asus was directing me to Best Buy to repair the laptop, however Best buy was directing me back to Asus stating that they do not repair their laptops. I was able to finally reach out to someone in Asus' "Office of the **** department to identify and validate the warranty and assure me that they would take care of the issue and even waived the shipping cost to their repair facility. I am then told multiple stories of conflicting information to where parts were out of stock to repair the unit on, they cannot offer refunds/buy backs, cosmetic repair was needed, I needed to pay for cosmetic repair, repair costs were waived, offer of a replacement that was inferior, identified that the unit was inferior, was given a list to select from that had a unit that was equivalent or superior, chose a model, denied, and then told that now they want to offer a buy back/refund due to the cost of the item. I have explained on several occasions that the initial warranty setup they verified the warranty and had the receipt, however since November I cannot find the receipt anymore. I already supplied the receipt initially and now I feel like the organization is just tring to not fulfill their obligations under their warranty terms specifically due to cost even though they initially tried telling me it was an inventory problem only later to then awknowledge cost was a factor. I really hope someone can assist me as I feel I have been more than reasonable. Replace the laptop with the item I supplied that the organization had me select from a list and not utilize monetary cost as the excuse when the warranty terms specifically state that it will be replaced with an equivalent or superior model. I have been waiting almost 8 months for a resolution. If I am still not getting anywhere I think the *** and DA's office needs to know about the bad practices by Asus and their failure to honor their warranty terms.ASUS Service No=N2312023326-0034

  Business Response

  Date: 05/22/2024

  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 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 ongoing issues you are having to repair your unit.  In reviewing your cases I noticed that we have offered a few different models which were not accepted.  We have also requested the proof of purchase for the original unit.  I am not seeing that one was provide so if you could provide one it would be handy to have on file.  I am seeing that the warehouse is showing a recertified replacement of the same model that you have so at this time we would just need to know if you would like to accept this model replacement.
  Please let me know how you would like to proceed.
  
  
  Thank you for your time and patience.
  
  
  **************,
  **************************************************

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21680403
  
  I am rejecting this response because:

  Hi *****,

   

  I am well and I hope you are too. I would appreciate the transparency when you mention that other models were offered. Other models that were inferior in not only performance but specification was offered. I did reject those as the warranty terms state that I would receive either equivalent or superior replacement. When I had notified the Asus CEO Office Representative of this I was then directed to search on the Asus web store to find a laptop with specifications that were close to mine while not being inferior. Moreover, I observed differences in the processor and GPU specifications. Our original laptop featured a high-performance HX variant processor, while the replacements are equipped with HS models, which are "locked" variants. Additionally, the original GPU was the 6800M with 12Gb of VRAM, known for its high performance, whereas the replacements are fitted with the *** 4060 and *** 4070 respectively, which, based on performance benchmarking, is actually inferior in comparison and only has 8GB of VRAM that is non-upgradeable through any means. I was asked proof of purchase which is what I supplied all the way back in November of ************************************************************************************************ the warrany period.Unfortunetly, I can no longer find the receipt nor did I even think to still hold onto it since it had appeared everything was going to be taken care of (I have never had an issue with an *** process like this!). 

   

  Nobody has communicated to me what model or what the specifications are of this other unit that magically appeared all of a sudden.

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

  Business Response

  Date: 05/31/2024

  Good Morning,
  I hope you are well today.  I apologize for the delay in responses as I was looking to see what we have to offer.  I know that on the 21st we asked if you were interested in a same model replacement.  I am just verifying that it is still available at this time.  The model was for a 90NR06X4-M000C0  - ASG513QY 5980HX/0005DA/16G/US.  If this model is still available at this time is this a model that you will accept.  
  
  
  Thank you for your time and patience in this process.
  **************,
  **************************************************

  Business Response

  Date: 06/12/2024

  Good Morning,
  I hope you are well and I am sorry for your loss.  We do have 1 offer for the following:
  
  
  90NR06X4-M000C0  - 
  ASG513QY 5980HX/0005DA/16G/US. 
  
  
  If this model is still available at this time is this a model that you will accept.  
  
  Thank you for your time and patience in this process.
  **************,
  **************************************************

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21680403
  
  I am rejecting this response because:

  Hi Unfortunately, that does not show me results when I try and search online in order for me to make an informed decision. 

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

  Business Response

  Date: 06/14/2024

  Good Evening,
  I apologize that you were not able to see the specifications for this unit but it is exactly the same unit you had before.  Same model replacement, same part number will just have a different Serial Number.  If this is not suitable I can put in the rejection however I am unsure when we will be able to find another replacement for you.  Please let me know as soon as possible.  Have a great weekend.
  
  
  Thank you for your time.
  **************,
  **************************************************

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21680403
  
  I am rejecting this response because:

  Hello,

  This is the problem is that the warranty terms state that it would be an equivalent or superior model. The equivalent model is often times not found or available, then an inferior model keeps being offered. However, I have found models that was superior (because Asus doesn't make a lot of the same specifications I have) I keep getting rejected even though there is a superior model that is available. 

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

• Initial Complaint

  Date:05/07/2024

  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.

  Product worked as it should. The main wifi router after warranty slowly became unstable. All my devices would just drop connection. I've spoke to asus tech support 7 times about settings with no help. They are hard to understand with very basic help. At this point it's been elevate to their next tier and it's just an email circle of I understand your problems and are hard at work. But meanwhile I have spotty internet with the leading technical company in the world. I also bought a second extender for my man cave and now the power won't stay on. No help from tech support. Their options of remedy;Tech support with no help can't hear or understand Send it to them with NO INTERNET until they send back repaired or new. Or pay them again in a hold method and they will go round and round trying to answer you through an email chain with no results. Will be over a ******** dollars of networking equipment invested with no working equipment. What's next??

  Business Response

  Date: 05/22/2024

  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 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 are having with your GT-AX11000 Pro and the connection dropping.  After reviewing your cases I am showing that there is a RMA (return Merchandise Authorization) for a Advance Ship unit to be sent out to you prior to you sending you original unit in to us.  I am also showing a hold amount of $399.99 was discussed prior to setting this RMA up for the Advance Ship.  As this was just put in today I will reach out to the Inventory Team in 3-5 business days to see if there is an update on the request and follow up with you regarding this.
  
  
  Thank you for your time and patience during this process.
  **************,
  **************************************************

• Initial Complaint

  Date:05/01/2024

  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.

  April 26th 2025 I ordered a graphics card from asus website shipped by ***** it was said to be delivered on April 26th at 11:55 am during a time I was at work .I filed a missing package form and was tossed around between ***** and asus in conclusion they said my package was delivered and signed for by HZNSZN which is not my name or anything close to it I was not home to sign for it and none of my neighbors had the package which they told me to check ! After I told them they didnt have it they then said I had to have assistance file and give them an account number to proceed ,******************** told me this was misinformation and they did not do this ! So I am now stuck in the no package or answers and no money to buy the package again ! I asked if they had any real proof that the package was delivered and they said the driver confirmed but this is not possible since I was not home at the time it was signed for . ***** says I can get refunded by them if asus helps by filing a ***** claim but asus says they do not do that to file a chargeback through my bank I need to make sure Im left with nothing because of others mistakes I ask you to please help me so if na finish my computer build Ive waited 3 years to be able to afford you can see in my photo the signer name ! Its not a real name idk if the driver fake signed for it or the person who it accidentally was delivered to did but I did not recieve it thank you for listening .

  Business Response

  Date: 05/15/2024

  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.  I would like to apologize for the issues that you are having with shipment of your new graphic card.
  
  This is not something that we find acceptable.  I will do what I can to assist you at this time. 
  
  
  Thank you for your patience while we complete our review and research of this issue. We apologize for the delay and are grateful for the opportunity to continue assisting you.
  
  FedEx has completed its investigation and confirmed that the package was delivered to the correct address. Unfortunately, we will not be able to refund this order. If you are certain that the package was misdelivered and can no longer be located, you can open a chargeback with your bank. Additionally, we will disable any warranty associated with the product and work closely with the bank.
  
  We appreciate your interest in our brand and products and would like to express our sincere apology as this is not the experience we hoped for our customers to encounter when placing their order with us.
  
  Please keep in mind that we are available for any future questions or concerns, so please do not hesitate to contact us.
  
  Thank you for your time and Patience!
  **************,
  *************************************************** here...

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Asus ROG M16 laptop from best buy on December 22 for $1642.10 including tax. After around 3 weeks, the laptop started acting up. The screen would occasionally not display any image when turned on, it would just be pitch black but the fans would turn on(see first picture). I wanted to return it to best buy but it was outside of their 15-day return policy window, so I called Asus customer support but they only offered to repair it if I pay the shipping cost to send the laptop to them. I want a full refund of $1,642.10 so I can purchase a different laptop, I am in the Military and moves all the time I need a laptop that completely works.

  Business Response

  Date: 05/13/2024

  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. I would like to apologize that you are having issues occasionally with your notebook and having a black 
  screen when you are when turning on your unit.  We would like to send you some troubleshooting steps to try to resolve the issues you are having with your notebook and if these don't help resolve it
  I will be more than happy to put in a RMA (Return Merchandise Authorization) for you to send you unit in for repair.  I will also send you a prepaid label at that time for you use for shipping.
  
  Some laptops with this issue see it resolved with the completion of a Hard reset. You can try this first, and then move on to other troubleshooting if the issue remains unresolved.
  
  
  Please note: it is always best practice to back up your data prior to proceeding.
  
  
  To complete a hard reset of the unit: If the unit has a removable battery, please remove it. First, disconnect the ** adapter, then press and hold the Power Button for 30 seconds. Next, re-connect the ** adapter and power on the device.
  If the problem persists, please continue to the detailed steps below. Steps can also be found online here.
  
  
  When you cannot turn on the laptop, you can refer to the solutions below based on your situation :
  
  
  Press the Power button and there is no response on the screen, and Power light is OFF.? please refer to Solution #1
  Press the Power button and there is no response on the screen, and Power light is ON. ? please refer to Solution #2
  Press the Power button and Image appears when the notebook startup but NO image (blank) after it enters desktop. ? please refer to Solution #3.
  
  
  The power light is the indicator why your laptop does not power on. (marked in the red square in the image below).
  
  
  Solution #1: (Power light is OFF) "Power light is OFF" means there's no power supply from the ac adapter or major components might be abnormally working and the device fails to boot.
  
  1.    Please be sure to use ** power adapter and ** power cord with the proper specification supplied by ASUS.
  
  
  2.    Please check if the ** adapter plug is loose (marked in the below image: A-power cord plug, B- outlet side plug, C- NB side plug) or try to plug into different outlets.
  
  
  **Tips: The ** adapter may be different based on different models, please refer to the User Manuals.
  
  
  3.    Please check if there's any damage on the ** adapter cable. If any damage is found, try another ** adapter.
  
  
  4.    Please remove all portable external devices, such as *** devices, memory card, internet cable, HDMI, CD-ROM, etc.
  
  
  5.    Before the dysfunction occurred, if there were any expansions on the hard drive or memory, please remove them first.
  
  
  6.    Please remove the battery (for removable battery models only) and directly use the ** adapter to charge the device.
  
  
  ? Notice: For models that cannot remove the battery pack (non-removable battery models), please ignore step (6). There is a removable battery pack in the image (C) below as an example.
  
  
  
  7.    Please remove the ** adapter, then press and hold the Power button for 40 seconds to do Hard reset.
  
  
  8.    Re-install the battery (for removable battery models) and connect the ** adapter, then try to restart your laptop.
  
  
  Solution #2: (Power light is ON) "Power light is ON" means the power cord and ** adapter are working, but the device fails to boot due to the dysfunction of other major components.
  
  
  1.    Please try to press the function key (hotkey) [Fn+F7] to turn on/off the display to ensure there is no response on the screen.
  
  
  ? Notice: The hotkeys functions may be different based on different models, please refer to the User Manuals.
  
  
  
  2.    Please try to press the function key (hotkey) [Fn+F6] to adjust the brightness to ensure there is sufficient brightness to see the display on the screen.
  
  
  
  3.    Try connecting to an external monitor to your laptop, then press function key (hotkey) [Fn+F8] to toggles between laptop display and the external monitor to ensure the display is normal on the external monitor.
  
  
  If you don't have an external monitor or there is no response on the external monitor, please ignore step (3).
  
  
  
  If the external monitor display is normal, please download and install the graphics drivers on the ASUS support site. Learn more about How to search and download drivers.
  
  
  ? Notice: Some models possess both types of graphics cards (integrated & dedicated graphics, such as ***** & NVIDIA) and can be viewed in Device Manager. Please ensure to update to the latest versions on the ASUS Support Site.
  
  
  
  4.    Try using the following ********* hotkeys: Windows logo key + Ctrl + Shift + B to reset the display settings.
  
  
  5.    Please remove all portable external devices, such as *** devices, memory card, internet cable, HDMI, CD-ROM, etc.
  
  
  6.    Before the dysfunction occurred, if there were any expansions on the hard drive or memory, please remove them first.
  
  
  7.    Please remove the battery (for removable battery models) and directly use the ** adapter to charge the device.
  
  
  ? Notice: Some models cannot remove the battery pack (non-removable battery models), please ignore this step (7). There is a removable battery pack in the image above (C) as an example.
  
  
  8.    Please turn off the laptop (press and hold the Power button for 15 seconds until the Power light is OFF to force shut down) and remove the ** adapter, then press and hold the Power button for 40 seconds to do Hard reset.
  
  
  9.    Re-install the battery (for removable battery models) and connect the ** adapter, then try to restart your laptop.
  
  
  If the above solutions still do not resolve the issue, please try to use **** Recovery Mode to update **** in your computer.
  
  
  ? Note: You will need another computer to download the **** file and a *** flash drive (*** flash drive format must be FAT32) to save it. Here you can learn more about How to convert the *** flash drive format to FAT32.
  
  
  1.    Go to the ASUS support site to download the **** file corresponding to the computer model with the problem. Here you can learn more about How to search and download the **** file. (The following takes B9450FA model as a reference.)
  
  
  
  2.    After the downloading is completed, right-click the **** file?, and then select [Extract All]?.
  
  
  
  
  3.    Select [Extract]?.
  
  
  
  4.    After the extraction is completed, you need to rename the file name extension as .bin. Right-click the extracted file?, and then select [Rename]?.
  Modify the file name where is after the model name to .bin. (such as B9450FAAS.305 ? B9450FA.bin)
  
  
  
  
  
  5.    After renaming, please connect your *** flash drive to the computer, and right-click the .bin file?, and then select [Send to]? and select your *** flash drive?. The **** file will be copied under the root directory of the *** flash drive.
  
  
  ?? Note: *** flash drive format must be FAT32.
  
  
  
  6.    Connect the *** flash drive with the .bin file to the problematic computer, and turn the computer on, and then continuously press the function key (Ctrl + R) during the computer startup. If the **** Recovery Mode is successfully enabled, your computer will restart and enter the ** Flash utility.
  
  
  7.    After entering ** Flash utility, select the .bin file of your *** flash drive?.
  
  
  8.    Select [Yes]? to start to update ****.
  
  
  ? Note: Please make sure that the battery power capacity should be over 20%, and the ** adapter is connected during the **** updating process on your unit. Also, please do not force shut down during the update process to prevent any issue.
  
  
  
  9.    Your computer will automatically restart after the **** update process is completed, and then please check whether the problem is resolved or not.
  
  
  Solution #3: (Image appears when you start up the notebook but NO image (blank) after it enters desktop)
  
  
  You are able to see the welcome page of Windows when you start up but it turns totally black after its entrance to desktop. The cause usually results from the graphics driver.
  
  
  We suggest that you try to enter the Safe Mode with this reference  Windows 10 How to enter Safe Mode if I cant boot the system successfully.
  
  
  After entering Safe Mode, try re-installing the graphics driver, here you can learn more about How to search and download drivers.
  
  
   You are more than welcome to visit our Asus support website: ****************************************************************** take note of your case number for your future reference: N2405015880-0001.
  
  
  Thank you for your time and patience.  
  **************,
  **************************************************
  

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21638483
  
  I am rejecting this response because:
  THERE THOUSANDS OF OTHERS WITH UNFIXABLE ASUS LAPTOPS. I DID NOT ASK FOR REPAIR, I ASKED FOR A REFUND! 
  

  I have performed multiple hard resets and the issue still persist. The laptops power button lights up with the fans working, however, with a lit up black screen and no response to external monitor.
  

  Did you not see the picture of the laptop and unresponsive external monitor I attached to the original complaint?
  
  Sincerely,
  
  Merwell Magbutay

  Business Response

  Date: 05/28/2024

  Dear ****************,
  
  Good Morning,
  I hope you are doing well.  I would like to apologize for the delay in response and that the troubleshooting steps did not work for the Black screen issues that you are having.  Refunds are not an option as they are usually done thru the place of purchase and done during the return policy time.  At this time I would like to have you send in your unit so that we can have the repair technicians look at your unit to see what needs to be repaired.  
  I am seeing that you are with in your warranty until 12/24/2024.  Once the unit is received the technician will pretest it to see what is wrong with the unit, order parts if needed, then once repaired they will send it back.  Once the unit is received and keyed into the repair facility the standard turn around time is 7-10 business days not including weekends, holidays or shipping time.  Please let me know if you would like to proceed with a RMA for repair at this time.
  
  Thank you for your time and patience.
  
  **************,
  **************************************************

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21638483
  
  I am rejecting this response because:

  ASSUS sells awful products and have even worse customer **********************. 
  
  ASSUS Computer International is refusing to provide a refund of $1642.10 for the defective laptop they sold, I have already explained to the business that the blacked out screen issue did not start until a week after the store return-policy expired. ASUS does not stand behind their crappy products, they do not want to give me my money back, instead, they want to attempt to fix the defective laptop and/or replace it with just as crappy laptop. Either of the resolution that ASUS offers is unacceptable to me. Give me my $1642.10 back!!! 

  
  Sincerely,
  
  Merwell Magbutay

  Customer Answer

  Date: 05/30/2024

  Asus made a pathetic attempt to offer a shipping label to repair the laptop that I told them I do not want, and provided me troubleshooting tips that did not fix the issue. I want my money back, and they can have their junk laptop.

  Customer Answer

  Date: 05/30/2024

  The resolution that I asked of them is a refund for the amount I paid for the defective laptop, and all they offered me are helpless troubleshooting advice/guide and a shipping label for them to fix the laptop. I want my money back!

• Initial Complaint

  Date:04/26/2024

  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.

  Hello Asus, I told *******, (a support on Asus) through many emails my problem and circumstances with the defected product (Asus rog strix scar 18 2024 laptop) , also that i am in a very impossible circumstances. After a viral reddit post about my project in ***** (see link in bottom) , a redditor send me this laptop as a gift. It took more than a month to arrive over dhl, but no packages and laptop in perfect condition, only problem IT DOSNT TURN ON. On different emails and on reddit they confirmed my serial number and ensured me i have global insurance on this laptop , but she just repeats the same message. (picture attached) (this is the message i send her) The device screen stays black, but keyboard light up and battery light on. (pictures attached) I'm at a loss for word. This amazing laptop was send to me as a gift to Yemem and its defective. I have some knowledge about PCs and tried everything, like connecting it to HDMI port on pc or resetting it. I actually have a gaming internet cafe in *****, were we help kids with free S. T. E. M classes and my latest post about us went viral, this is how a redditor send us this unit.************************************************** Please help me get a working unit, i love Asus. I don't make enough money to be able to afford another or even send this out to another country for repairs. I made many post on reddit about our project here with 100k upvotes, i would love my next post to be how Asus support are amazing and actually xare about their customers .

  Business Response

  Date: 05/10/2024

  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 that you are having with your laptop that you received from Redditor.
  
  With your unit being in another country it does make the situation slightly difficult for us in ******************  We may not know the best local facility to send you to for the repairs.  But I will try to get you started in the correct direction. Per you warranty your zones for ******, *********** & ****** but the unit was from ********  I have attached a copy of the our list of Countries where you may find a facility to assist you.  I will also send you directions on how to find the specific locations on our website so you can pick the ones you are interested in calling.  
  
  Thank you for your time and patience!
  **************,
  **************************************************

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21632585
  
  I am rejecting this response because:

  A Asus representative already gave me the same response and told me to send the laptop to **** (see attachment). It would be funny if it wasn't such a devastating situation for me. 

  I told them it was ridiculous and i also message the support in emirate and Saudi and they both said "look for local service office". Getting a generic answer every 48 hours is exhausting, it feels like stalling until you give up. 

  This unit arrived broken, it is a 2024 product with global warranty. I like Asus products and i know sometimes you can be unlucky and receive a defective unit. 

  I want Asus to do the right thing and send me a working unit, especially putting into consideration my situation. This would be satisfactory. Thank you. 

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

  Business Response

  Date: 05/16/2024

  Good Evening,
  I hope you are well today.  I would like to apologize for the issues that you are having trying to get your unit into a repair center in your area for repair.  Unfortunately due to your warranty being global and thru UK any repairs need to be done in the zones for ******, *********** & *******  I initially attached a copy of the list of Countries where you may find a facility to assist you.  I will also send you directions on how to find the specific locations on our website so you can pick the ones you are interested in calling.  
  
  **************,
  **************************************************
  

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21632585
  
  I am rejecting this response because:

  Wow a week later, after speaking tpo countless support the same generic answer. First you tell me to send this expensive  2024 model to ****, now ****. I contacted the Oman service point, they told me that i an responsible for shipping and need a Adresse there, What a joke. It would cost half of the laptops value. So basically i have a expensive brick now and asus dosnt care. My last social media post had tens of tausend of likes, I hate to go that route and tell people not to buy asus product, because they tell you to send it to **** and ****. I really thought you guys cared for your users. I guess not and another generic answer is probably incoming after a week. Thank you for nothing. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/25/2024

  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.

  Purchased ROG Gladius III Wireless AimPoint ****02 Edition On ************************************** purchase date 10/17/2023 Item SN: R8MPMW012310 Full Price (include Tax) $129.89 Warranty Product's scrolling wheel not function starting on April 2024. Contact ASUS support and filed a RMA, case number USBVS40382 Unit send to ASUS repair center on April 12, 2024. On April 24, 2024, ASUS send an email stating this cannot be repaired and offer a replacement for a different model. But mine unit has special color and I pay extra for that, I refused the replacement offer and demand a full refund of $129.89 if ASUS can't repair it. case iD: ****************

  Business Response

  Date: 05/02/2024

  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 support and other departments do not have the access that I do to help resolve your issues.  I apologize for the issues that you have been going thru trying to get you unit repaired and when that could not happen replaced with the same unit. 
  
  Seeing that you have a special edition unit we asked for a proof of purchase receipt so that we may see about getting approval for a buyback.  
  At this time I have reached out to the ASUS online shop to see if they would be able to assist in providing that receipt and I will let you know in the next 48 business hours, this does not include weekends.
  
  
  Thank you for your time and patience!
  Have a great day
  **************,
  **************************************************

• Initial Complaint

  Date:04/24/2024

  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.

  Online chat support kept transfering me to different reps saying: you reach the wrong department. I got one person that stated he/she is from the comsumer chat support, started the issue and will asist to resolve the problem. Only at the end, this person started: you reach the wrong department. I dont know if they dont want to start the *** process or try to prolong it since my warrently is expired next month. I got screenshots of the conversation as well!

  Business Response

  Date: 05/10/2024

  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.  I would like to apologize for the issues you had with our agents and trying to get your problem with your charging dock taken care of.  This is not an experience that we find acceptable.  After researching your cases I am showing that you have a RMA open and we are in the process of repair at this time.  *** standard turn around time is 7-10 business days not including weekends or shipping time.  However at this time I am showing that we are waiting on your replacement to come in.  I will check back in the next 48 to 72 business hours, not including weekends with an update.
  
  
  Thank you for your time and Patience!
  **************,
  [email protected] here...

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 21622851

  
  I am rejecting this response because:

  I sent the part for repair on 4/26 and got delivered to your company on 4/29 via ***** and it is still in your possession for repairs. Also, i have to pay $40 dollars( $120 for overnight ) get the label just to get it shipped to ASUS RMA when the device is still under warranty! I heard about  negative remarks that ASUS stalls repairs so that the warranty expires(which this part will expired 5/15/2024) 

  Conclusion, I am not satisfied overall. 

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

• Initial Complaint

  Date:04/24/2024

  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.

  I overnighted my GPU to Asus Repair facility on 03/25/24. They received it on 03/26/24. They did not acknowledge they received it until 3 days later on 03/29/24. I kept checking my *** status USPCS34765. For the next week it stated that it was waiting to be diagnosed. Then after that it showed for 2 weeks that it was in the process of being replaced. During that time I inquired how long it would take to get the replacement. I got an email back that made no sense as it stated that they received the unit, but were waiting for the unit which will arrive on 04/18/24. Then on 04/18/24 I received a notification that it would not be cover because I some how damaged it, which is impossible as I have video of it working two days before I sent it out to them I also have receipt of the two giant rolls of bubble warp that I wrapped it in. I was checked the *** status again and it said that they sent me an invoice, to find out that they never sent one. I attempted several times to escalate this, but I was told that I cannot until I get an invoice to dispute. They have had my GPU now for a month. I feel like I am being scammed by this company. I have read many posts on others that have had gone through this same issue. I want my GPU replaced under warranty as it should and was shown that that it was they were doing for two weeks.

  Business Response

  Date: 05/10/2024

  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.  I would like to apologize for the issues that you had during your RMA process, However I am showing that your RMA was completed on 5/3/2024 and was delivered on 5/7/2024.  I am glad that we were able to resolve your issue and replaced the graphic card.
  Please let me know if you have any other issues, concerns or questions.  I will be happy to assist you going forward.
  
  
  Thank you,
  **************,
  **************************************************

• Initial Complaint

  Date:04/23/2024

  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 was contracted to build a high end gaming computer, the customer wanted all ******************** products because I have been a loyal supporter of asus for years. I ordered a graphics card and motherboard from their website on Saturday. On Monday, I was informed my order was canceled by asus, but given no reason as to why. This morning, I checked their website to find the card out of stock and their link to the Amazon asus store showing the card in stock, for $700 more than msrp on their website. In essence, they canceled my order to scalp the graphics card and charge more for it. This, is completely unethical. When confronted, asus refuses to take accountability and fix the issue. I am now taking a huge loss on this contracted build because, even after confirming the order, they then canceled it and listed the card elsewhere for a higher price. Do not give asus your business, as they do not practice fair and ethical dealings.

  Business Response

  Date: 04/25/2024

  Good Evening,
  
  
  My name is **************, and I will be assisting you today regarding your BBB complaint.  I would like to apologize for the issues you had with your online order.  I understand the frustration and the inconvenience that you are having due to your order being cancelled.  I am showing that an escalation was put in for this issue and the following feedback was given. Your order was canceled because it did not pass the verification stage as we were unable to link your billing and shipping information that was used on the order. Please be informed that a re-evaluation was completed and the order was concluded to be fit for approval. As a result, we encourage you to create a new order and share the order number with us so we can expedite the authorization process. Also, we recommend that you use the same order information (name, address, phone, email, etc as the previous order. I would like to extend my sincerest apologies for all the inconvenience that you may have experienced with placing an order on our Online Store.
  
  If you continue to have trouble ordering your card please reach back out to me and I will escalate this up to the Online Store for assistance.  
  Thank you for your time and patience during this process!
  
  
  **************,
  **************************************************
  

• Initial Complaint

  Date:04/23/2024

  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.

  To Whom It May ********* am writing to express my profound dissatisfaction with Asus's customer support, following an ongoing technical issue that has remained unresolved for four weeks now. Despite repeated contact with the support team, my experience has been marred by a series of generic responses and unfulfilled promises, with no effective resolution in sight.Case numbers N2312028990-0003 and N2312028990-0006 reflect my attempts to resolve a persistent issue with my router, which began on [initial contact date]. During this period, I have interacted with several representatives, including ****** ********** and *******, who have repeatedly assured me of a resolution that has yet to materialize.The lack of urgency and commitment to resolving customer issues is alarming and unacceptable for a company of Asuss standing in the technology sector. The continuous cycle of ineffective communication and generic email responses has not only caused significant inconvenience but also a loss of trust in Asuss ability to support its products.This complaint serves as a formal plea to Asus to prioritize and address this issue promptly. I also urge potential customers to consider this situation as a testament to the kind of support they might expect after purchasing Asus products.Sincerely,-- ****

  Business Response

  Date: 05/09/2024

  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
  
  I want to apologize the poor customer support experience that you have received in the process of getting your router setup for Dual Wan.  The experience you have described is not one we find acceptable.  Providing an excellent experience is important to us and I want to assure you that we are reviewing your prior contacts and addressing all opportunities with a sense of urgency. Thank you for the personal time you have taken to bring this to our attention so that we may take action.

  I have reviewed your case, and it is my understanding that you are wanting to add a Secondary Wan on your phone and you are having issues at this time.   While researching the notes and escalations to our **************************** I am seeing that one of the steps required to resolve your instability issues was to do the following: 
  
  Due to your Internal cache of the AX88U still using version 386, while the router is running 388 version the older firmware version's cache stored within the router will cause stability issues.  It has been suggested by the team to reset the router and see if the problem is improved.  You can refer to the below link to try to reset, and it is recommended to use the manual setting method after the reset.  Do Not Use the method of Importing configuration files.
  ASUS.COM website
  ********************************************************
  
  If you questions or concerns, please let me know and I will be happy to assist your.  
  **************,
  **************************************************