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:04/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is my 1st time purchase from ASUS order number *********** Then that freaking GPU having issue with that green line on the screen Then i start a return and that return label looks like ***** but so werid. And i drop off the package and that return has been stuck at ***** location and never move So i contact their support for help on this wait like 10 days, they told me " we have investigated your return tracking number with ***** and ***** is unable to confirm physical receipt of your return, and as such we are not able to provide you with a refund"1 . u guys never ask me for physical receipt 2. As customer once the return package has been drop off my responsibility is done, u guys need to check with ***** why the package not moving and still stuck at ***** It is the most disappointing experience ever u guys not even trying to help just reply some random thing

  Business Response

  Date: 04/24/2024

  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
  support and other departments do not have the access that I do to help resolve your issues. I apologize for the issues you have been having getting you refund for the unit that can't be
  found at Fed Ex.  I do see that you have provided a ***** receipt as requested.  I will be escalating this so that we can get the refund processed for you at this time.  I will reach back
  
  out to you once I receive an update from that department.
  
  
  Thank you for your time and patience.
  **************, 
  **************************************************
  

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21594815
  
  I am rejecting this response because:

  Provided receipt but now still no refund 

  totally not acceptable 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/16/2024

  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.

  On April 4th 2024, I filed an official RMA for my Asus ROG Strix XG27UQR monitor which is under warranty until 11-18-2024. Unfortunately, the monitor began having problems a couple weeks ago and it has been affecting my work and school negatively. I was initially reluctant to send my monitor out to Asus for repair because I cannot perform school/work related functions without the monitor so, I decided to contact Asus to help find a resolution. Asus notified me that they offer a program called Advance Replacement Program. This program is designed for situations like mine and allows me to exchange my defective monitor for another monitor in advance. I was thrilled about this solution! However, I am very disappointed with Asus about the efficiency of the process. Specifically, because Asus notified me that they do not have a monitor in stock to make the exchange and that they would need to find a similar replacement. Later, I received an email from Asus stating they had a replacement monitor, but it was a downgrade in quality and specifications, so I refused the monitor. I then offered them alternative monitors to swap that were similar in specifications to mine. I have not heard back from Asus about my replacement, and I am very disappointed in their advance replacement program because it is very inefficient. Moreover, Asus could not give me a turnaround time for the replacement monitor, which I find inconvenient for customers expecting a quick solution. It is now April 16th 2024 and I have not received any update about my monitor replacement. I find it very unlikely that Asus does not have any monitors in their massive inventory to swap for my warranty replacement. So far, I have only received subpar customer support, inefficient program processes designed to waste time and a $747 monitor under warranty that is still causing issues with my school and work.

  Business Response

  Date: 05/03/2024

  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 support and other departments do not have the access that I do to help resolve your issues. After reviewing your cases I am seeing that you have received your unit and there is a dead 
  Pixel on the replacement.

  
  Since LCD panel is made up of millions of micro electronic pixels, if one pixel no longer functions normally, it will become a bright or dark dot. By ISO 9241-302 standards, ASUS conforms to the acceptance level between 3 to 5 defective bright/dark pixels. In order to deliver ultimate vision experience to ASUS customer, if your panel is less than or equal to the above number of dots, then, it is considered as an acceptable LCD monitor. In addition, the Premium Range of ASUS LCDs offers a unique Zero Bright Dot (ZBD) warranty.
  
  Please take note of your case number for your future reference:  N2404004500-0018
  If you have any further questions, comments and/or concerns, please do not hesitate to let me know. It will be my pleasure to assist you directly. 
  I hope you have a wonderful day!
  
  
  Thank you
  **************,
  **************************************************

  
  

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21583657
  
  I am rejecting this response because: ASUS conforms to the acceptance level between 3 to 5 defective bright/dark pixels. However, this does not mean customers conform/accept to this policy especially when the unit is brand new. I am within a 30 day return/exchange period which allows me to return/exchange the monitor for another unit. In this specific situation, where I exchanged my defective monitor and received another defective monitor, I expect some form of accommodation. I will not accept a brand new $750 monitor with any defects and I can assure you that no other customer would accept this either. To clarify the new situation, you are now telling me that Asus sells defective monitors with dead pixels and per ISO 9241-302 standards, they will not replace/exchange these units for a new monitor even when its within the 30 day replacement window because they deem the monitor satisfactory?  
  
  ******************

  Business Response

  Date: 05/10/2024

  Good Evening,
  
  
  We understand that you are experiencing an issue with a dead pixel in your LCD monitor. While we are sorry for any inconvenience, we are unable to replace your unit due to you only having 1 dead pixel at this time.  
  
  Since LCD panels are made up of millions of electronic pixels, if one pixel no longer functions normally, it will become a bright or dark dot. In order to deliver the ultimate vision experience to our customers, ********************** conforms to the acceptance level of between 3 and 5 bright/dark pixels, per ISO 13406-2 standards.
  
  The Premium Range of ASUS LCDs offers a unique Zero Bright Dot (ZBD) warranty.
  
  
  Please take note of your case number for your future reference: N2405013161-0001. You are more than welcome to visit our Asus support website: ***********************************************
  If there is anything additional we can assist you with, please do not hesitate to contact me.
  
  
  **************,
  **************************************************
  

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I have no other option but to accept the defective unit. Since Asus has disagreed to replace my defective unit, I am now stuck with a defective unit. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/16/2024

  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.

  I purchased a Rog ally ($800) from ASUS January 2024. Theyre were many reports of malfunctions with the early models but the company assured consumers it was taken care of. The issue is the ** card reader is next to the heat vent and the heat tends to destroy the card reader. Well mine got destroyed. Not only that the ** card got destroyed. $50 ** card I bought solely for the rog ally. I messaged their tech support and started the process to get the devices fixed. I asked about the ** card and the rep said no ASUS does not fix replace or compensate. I asked for a supervisor supervisor said he can TRY to escalate and see IF they will. But I will need to show proof, which is not the issue I then tell him thats fine he then goes to say they will also need the ticket open so he can escalate and need the ** card and even then they might not compensate. So its a huge waste of my time hoping they will and wont. Its a known issue and I cant believe ASUS is allowed to destroy other peoples property with no accountability. I just want them to take accountability for destroying the ** card.

  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 would like to apologize for the issues that you have had with your *** ALLY and the ** Card Reader.  We have become aware that a small number of ** card readers in the *** Ally (2023) RC71L may not perform as expected. We are therefore extending the warranty on the ** card reader from twelve to twenty-four months. We will reimburse you for ** cards damaged by the ** card reader if you send the card(s) to us along with proof of purchase when you return your Ally for RMA service.
  
  I see that a RMA was set up for you already on April 18th and a prepaid label was emailed to you.  The label is close to be expired if when you go to print it off to send in your unit and ** card with the proof purchase and it states it is expired please reach out and I will provide you with another label.  
  I look forward to hearing from you and if you need anything please don't hesitate to reach out to me.
  Thank you
  **************,
  **************************************************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a computer monitor from ASUS USA in September 2023 and received it on September 29, 2023. In less than half a year, the monitor has an issue with flashing that hurts my eyes. I contacted the customer ********************** of the company and they say they can either repair or replace it. However, with repair, it will take more than a week plus shipping. And I cannot work without a computer for more than a week. If I request a replacement, they say they have no idea when they will have the stock to replace the broken one (actually, it same kind of monitor is still on sale and he claimed there is no stock for replacement) and meanwhile, they want to put a hold on my credit card for the full cost of a new monitor and have NO timeframe when the replacement can happen. The customer ********************** manager hung up my phone and refused to offer a reasonable solution.

  Business Response

  Date: 04/19/2024

  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
  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 Monitor and that when attempting to get
  information on a repair you weren't able to get a turnaround time.  A RMA standard  usually
  takes 7-10 business days not including weekends, holidays or shipping time.  A Advance
  shipment RMA  can take longer than that due to the Inventory team needing to check the
  warehouse for inventory this can take 3-5 business days.  The I would have to email the offers
  to your for acceptance or rejection.  If acceptance then around 48 business hours a quote
  will be sent out to you for a CC hold that is for the amount of MSRP or the original unit.
  Once the quote is received you will have 5 days to send the payment information.  Once
  that is received it could take up to 7-10 business days to ship your replacement out.
  
  
  If you would like to like to set up a RMA for repair or replacement please let me know
  so I can proceed for here.
  
  
  Thank you
  **************,
  [email protected] here...

• Initial Complaint

  Date:04/15/2024

  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.

  In mid February 2024 my $1500 ASUS laptop refused to turn on. I got it new almost exactly one year ago, the warranty having expired about 2 weeks before this issue. I have since brought it to BestBuy and UbreakIfix to attempt to repair it. Both said it was a manufacturing issue with the motherboard that only ASUS could fix, and to send it to them or buy a new one. I sent it to ASUS on March 11th and since then I've had nothing but problems.I filled out a form on shipping describing my issue and what i needed fixed (the motherboard, so it can turn on please) that has been completely ignored. I received an invoice from ASUS with the repair quotation that I could pay or have the computer be sent back. The invoice listed an egregiously overpriced fix for my keyboard, which was missing one single key. The fix was priced around $320. I disputed the claim and reached out via ASUS's support chat. I was reassured by the agent that not only would the motherboard be fixed, but that it would be free. I confirmed this multiple times with her to ensure that the repair would not cost me. I also expressed my desire to waive the keyboard fix, which she sent to the team and had confirmed. I received no new invoices or official ASUS communications mentioning a motherboard aside through direct customer support agents I've reached out to first.I've since been waiting weeks and have not gotten any concrete updates regarding the fix. I have called, emailed, and chatted and been encouraged only to check the status website (which has not been updated since they got my laptop in). I did get one email demanding payment for repairs or else my laptop would be returned unfixed, with no referenced, linked, or updated invoice. Every time I call for an update, I'm told the same thing. No concrete updates, and the empty promise of an "escalation" which has only lead to more agents who don't actually comprehend my emails. I would like ASUS to actually fix my laptop or to comp me for a new one.

  Business Response

  Date: 04/19/2024

  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 
  support and other departments do not have the access that I do to help resolve your issues.
  
  I apologize that you are having issues getting an update on your RMA.  I am showing that it
  is in repair at this time for the replacement of the Motherboard and the battery.  They will
  not be fixing the physical damage that you requested not to be fixed.  Once the repair is 
  complete and a tracking number is updated, I will send you a email with that information.
  
  Thank you for your time and patience at this time.
  Have a good weekend.
  **************,
  **************************************************

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21577951
  
  I am rejecting this response because: my repair has not yet been completed and sent to me. I'd like to keep this complaint open until my laptop is in my possession again and fully functional. I have finally received confirmation that, a month after being sent in, my laptop is actually undergoing repairs. I have also received an email on April 20th that ASUS is now awaiting a replacement part and will reach out to me within three days. Since it is the 24th now, I am expecting to hear an update today or tomorrow regarding the repairs for my laptop and the replacement part. I am on my second loaner for this interim period and I am running out of patience as I continue to adjust my work and lifestyle around the absence of my laptop.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/12/2024

  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.

  After 32 days of owning this device, a key on the keyboard would no longer register input. There is also a distracting hash pattern across the display when at high brightness. These were clearly manufacturing defects. Since the laptop was just past the return date, I had to mail it to the ASUS repair center to be fixed. The ASUS customer support was not very helpful nor seemed very educated, however they were at least able provide me a link to fill out a repair request. I packed and shipped the device to the repair **********************. When I received the device back, I received it with damage to the exhaust grills on the rear and the hinge on the repaired keyboard is not properly installed on the right side. The device was returned with no repair done to the display despite my explicit description of the problem. Given that there is damage visible from the outside of the device, it gives reason to believe the internal components could be compromised as a result of a shotty repair job, especially considering a significant number of parts had to be tampered with to complete the repair. I do not trust that more problems will not appear later as a result of this repair. I am not at all satisfied with the quality of service that was provided to such a high cost device. I am requesting a return of the device and a refund for the amount spent due to the reasons above and the unhelpful and quite frankly ignorant nature of ASUS customer support.

  Business Response

  Date: 04/19/2024

  Good Morning,
  My name is **************, and I will be assisting you going 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 that you received your unit back
  after repair with damage.  To receive your unit back with the described details is not something
  that we find acceptable.  
  I have researched the *** and I do see that they completed the repair, they replaced the MB 
  and reinstalls windows OS. In replacing the MB the had to replace the top case gasket and the 
  thermal pads.   If you could please send me pictures of the units before and after photos also
  the picture of the shipping box it was returned in.  
  Once I received that information I can look into how to proceed to resolve this issue.
  Please take note of your case number for your future reference: N2311000974-0009
  
  
  
  Thank you for your time and patience during this process!
  **************,
  **************************************************

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21570217

  I have provided the documentation requested and I have not yet received a response from the business regarding said documentation. My response was sent to the email provided by the business, **************************************************. A copy of my email is included in this rejection. 

  I am required to provide a satisfied/unsatisfied status to the BBB within 5 calendar days of the business's original response. As the complaint has not yet been resolved, I am rejecting the response. 

  
  Sincerely,

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

• Initial Complaint

  Date:04/12/2024

  Type:Product 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.

  On March 7 2024 I sent in my ASUS gaming monitor in for warranty repair. The monitor showed up destroyed from ***** and I had to dispute the damage to them which wasnt the issue because ***** covered it. But my monitor was fixed and sent back to me with the same issue as before, I called and said Id like a refund or replacement. They wouldnt refund but offered a replacement which I was ok with. My condition was that the monitor had to be the same model or equivalent. They offered me a business model thats nowhere near equivalent to my gaming model. I replied like they asked if I was willing to take it and I did not accept that model. The customer ********************** has been nothing but a pain because all they do is transfer and my issue never gets solved as it keeps being passed on to the next person. I just want the monitor replaced or refunded and they seem to keep pushing me aside.

  Business Response

  Date: 04/19/2024

  Good Morning,
  
  My name is **************, and 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 that you are having issues getting the
  gaming monitor for a replacement.
  I do have a offer at this time for a VG34VQL3A - PN: 90LM06F0-B02EB0.
  If this monitor is acceptable please let me know as soon as possible so that I can update your
  file.  
  
  Thank you for your time and patience!
  Have a great weekend.
  **************,
  **************************************************

  Customer Answer

  Date: 04/19/2024

  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.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/30/2024

  ASUS has refused to send me my replacement model even though through the advanced customer ********************** we came to an agreement that Id send my broken monitor thus having them send the replacement. Its a revolving door of customer ********************** calls with no answers and they keep pushing me aside. I have saved all emails and have several case numbers and still have had no resolve. They want to charge me $319 before they send out the monitor I refuse to give this company anymore money with the terrible service I had to deal with. So now they are getting my broken monitor and will not send the replacement.

  Business Response

  Date: 05/02/2024

  Dear ***********************,
  
  Good Morning,
  
  I apologize, I due see that we did receive your unit as it was damaged in receipt from FedEx.  Please disregard my email about sending the unit in to us.  I have sent the claim information to the repair facility so that they can update the current RMA so that we can proceed with the replacement.  I will check back with you in the next 24 to 48 business hours, not including weekends with a status of your replacement and with a tracking number when provided.
  
  Thank you for your time and patience
  
  **************,
  ************************************************** here...

  Customer Answer

  Date: 05/02/2024

  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:04/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received this monitor as a replacement because another monitor had a problem where it would disonnect or change a refresh rate. Unfortunately this monitor that is supposed to be better has a problem from the very beginning where it was incredibly blurry in fast-moving games. I was told this is normal and they couldn't do anything. Last week the pg259qnr monitor started having scan lines the new monitor and today g-sync deactivated and I had to unplug and replug the power and I know it's not a graphics card rtx4070fe or newest driver issue I know it's a monitor issue. Asus needs to send me a new monitor of a different model that doesn't have all these crazy issues.Also Asus does not have specifications on fans in new cases which is very strange.

  Business Response

  Date: 04/17/2024

  Good Evening,
  
  
  Your case has been escalated to and taken over by our *********************** team, 
  please respond directly to their emails that are sent via ******************************************************************. 
  Any contact through different channels may delay a response as we are required to 
  pass your case back to the team that is handling it.
  
  
  
  Thank you,
  **************,
  **************************************************

  Customer Answer

  Date: 04/18/2024

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

• Initial Complaint

  Date:04/08/2024

  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.

  On February 29th 2024 I purchased an Asus handheld gaming system for $430. After getting the device I was underwhelmed to say the least. According to the company's policy I was able to return it for a refund minus a restock fee within 30 days which I did. They refuse to issue my refund stating I did not return a dock that did not even come with the order. Everything that came with the order has been returned and confirmed that it has been returned. They are keeping the device and my money now. I've been robbed blind of nearly half a grand, and given no cohesive answer as to why. The last time I called customer ********************** a supervisor assured me my refund was coming. Later that day I got the email saying it was denied and when I called in immediately after I was hung up on.

  Business Response

  Date: 04/12/2024

  Good Morning,
  My name is **************, and I hope you are doing fine.  I am 
  seeing that you are working with the online shop to get
  your refund back to you.  I also see that you are having
  difficulties with your process.  At this time it will be up to
  you to work with them and verify with your bank so that 
  you can receive the money due to your account being closed.
  I hope you have a great weekend.
  Thank you for your time and patience.
  **************,
  **************************************************

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First 4070 dual OC nearly exploded and caught my system on fire; asus response was this was my fault upon explaining how it was installed and required me to use my power strip to shut off power to the computer a different GPU was sent. It was greasy and definitely used; upon install it only rendered video scheduling errors and Computer crashes, I had one test that didn't crash but I stopped early this thing was push 10 fps, on a z790 hero board with a *****kf and 32gb of 6400mhz. Sent it back however the serial number was not recognized nor readable, sent it back other. With proper process not followed had to call support once I knew the *** arrived. It arrived with a clean test and a month later I could install and test it, the issue was the same even with a fresh install windows 11, steam and asus crate running crashed the system. This feels like a scam with a 30 day warranty after an ***. At this point with the customer ********************** received would like my money returned to move on from ASUS entirely.

  Business Response

  Date: 04/08/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward.  I am sorry that you are having
  issues with your graphic card.  After researching your cases I see that you had a RMA for 
  critical issues sparking and smoking and they replaced your graphic card with a Warranty 
  end date of 2026/10/25.  
  If you are having issues with your system crashing than I would like have you send the unit
  back in so that we can have a technician look at it to see why that is happening.  Are you 
  getting a error code when this is happening?  If you would like to start another RMA I would
  be happy to get that process going for you.
  Thank you for your time and patience,
  Have a great day.
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