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:04/22/2025

  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 April 3rd, 2025, I sent my laptop to ASUS to be repaired for a charging issue. The laptop booted into Windows, and worked perfectly fine, minus the charging issue. The laptop arrived at the ******, ** repair facility on April 7th, 2025, and thought nothing of it. A few weeks later, on April 21st, 2025, I get my system back in a worse state. It cannot boot up into Windows at all. No matter how hard I tried to get it working again, nothing would work.On April 22nd, 2025, I then got in contact with ASUS Customer Support, hoping to get a resolution. The first ***** i spoke to "disconnected" so i was handed over to a supervisor, who said that my warranty expired, and that they do not claim responsibility for destroying my laptop. ASUS then admitted that my motherboard broke after it arrived at their facility. I then escalated the incident beyond the supervisor, as my case qualified for that type of treatment.I get an email a few hours later, saying again, that my warranty expired, and that I'm on my own.The laptop worked when i sent it out, now it doesn't load up into Windows at all. I understand the warranty is expired, but if a company damages my system during the repairs, they should compensate for their mistakes and owe the customer an apology, plus a form of retribution to make it up to them.

  Business Response

  Date: 04/23/2025

  Hello **** ********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have experienced regarding your device. I certainly understand how aggravating that can be.
  
  I do see that when your device was sent in to our facility, our technicians had tested the charging capabilities, as well as the battery. Both are showing to have passed the testing. However, our technicians did discover an issue with the motherboard and sent out a quote for the cost of repair, which was rejected. I am sorry to say that with the device being outside of the warranty window, any repairs that would be needed would not be covered. However, if you do wish to have your device sent back in to be repaired, I would be more than happy to set up the order, waive the diagnostic fee, and provide a prepaid shipping label. Once your device has been received at our facility and been properly diagnosed by our technicians, they would then send out another quote for the cost of repair. Once that has been done, I could then also look into having a discount applied to that amount.Please take note of your case number for your future reference: N2504002845-0007.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23237854
  
  This response is absolutely unacceptable, and borderline insulting. I sent you guys a laptop that loaded into Windows just hours before I sent it to you guys, and It returned in this condition. Your own team even confirmed that the motherboard issue occurred under your custody. I have already escalated this to ASUS Corporate, and I'm awaiting to hear back from them at this time. I'm not taking responsibility for something that happened under ASUS's custody at this repair shop. At this point, the only thing Il accept is a free motherboard replacement, or a replacement unit.
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 04/24/2025

  Hello **** ********,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do apologize for the inconvenience that this situation has caused you. Our technicians determined an issue with your motherboard, which does show to be related to the same issue that you had been experiencing to have your device sent in to our facility.
  
  I am sorry to say that since the device is outside of the standard 12 month warranty window, any repairs or replacements needed would not be covered. That is why you did receive a quote for the cost of repair on the previous order.Please take note of your case number for your future reference: N2504002845-0008.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *.ASUS CEO Department

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23237854
  
  ****, this isnt a warranty problem. Again, the laptop was working when I boxed it up and sent it to shipped out to your ******, ** facility. (Aside from the charging issue). Your own company admitted that the motherboard broke under your care. ASUSs own internal support escalation team acknowledged this, and escalated this to its highest support department within 1-2 business days, which I still have to hear back from. This has nothing to do with resolving my issue. At this point, all Im asking is for ASUS to do the right thing, and make things right. I hope this will be addressed seriously and immediately.
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the laptop around December 2023/January 2024 from *******. The laptop (Asus ROG Zephyrus G14 (2023)) worked fine for a two months, however, soon after the laptop continued to have issues that constantly made it reboot multiple times a day on its own. Asus support was contacted multiple times and I was told that I would need to go to bestbuy for any troubleshooting. I went to Bestbuy multiple times due to schedule conflicts where i was ultimately told that I would need to contact Asus Support.Once again, we are around 3 months into the process and I contact Asus support. Asus support instructed me that they will be doing some remote troubleshooting. Not sure what was changed after the first attempt, however, a day later the laptop rebooted once again. I contacted Asus support again and again for a few months, where I was instructed to factory reset the laptop and install Asus software. I continued with the factory reset, installed the Asus software, however, once again, multiple reboots kept happening.We are now nearly half a year or more of going and forth with Asus support for a resolution. Finally, I was able to convince Asus support that the laptop needed a ***. I was able to send the laptop in for RMA at the end of October 2024 due to the laptop being my wife's only laptop for school and work. The *** took around 3 weeks to complete. Once I received the laptop the included service report stated "Mainboard replaced due to GPU overheating".At this point I was overseas on vacation for a month. Once I got back, I did another fresh install of windows 11 on the laptop and everything was fine for a few more months. The laptop suddenly started restarting once again, and I immediately contacted Asus, who informed me that the laptop is out of warranty.This laptop never worked properly since buying it from ******* and is a complete lemon.

  Business Response

  Date: 04/22/2025

  Hello ***** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have endured with your device. I certainly understand how aggravating that can be.
  
  I do see what you are referring to. Our system is showing that the 12 month manufacturer warranty on your device did expire on January 30, 2025. We can certainly set up another order to have your device to be sent in to our facility. If you do decide to go this route, I would be more than happy to send over a prepaid shipping label and waive the diagnostic fee. Once diagnosed by our technicians, we can also look into having a discount applied to the cost of repair as well.Please take note of your case number for your future reference: N2404036456-0009.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23229213
  
  Thank you for your response! I am rejecting this response because: Unfortunately, we had to purchase another laptop from another brand due to this laptop being unusable/unstable for any gaming, work or school related functions.
  

  Additionally, the motherboard/mainboard, the main part of the laptop, was replaced so I am not sure what another motherboard replacement will do or solve.

  At this point I am ok with sending this laptop back to the manufacturer or best buy for a refund due to the fact that this issue is now persistently going on for over a year, hence, the warranty expiration. 

  
  Sincerely,
  
  ***** *.

  Business Response

  Date: 04/24/2025

  Hello ***** ******,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused. I am sorry to say that a refund would only be able to processed through the place of sale through their appropriate return window.Please take note of your case number for your future reference: N2404036456-0010.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/26/2025

  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:04/17/2025

  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.

  *NOTE: I live in the ****** (**) province of *******The first page of the form did not have that option in the state/province selection menu.This is concerning an Power Supply Unit (computer part) return RMA with Asus.The RMA is CAA1T40422 and the model of the unit is ***************** has been about a week since they received the unit, but they claim that the unit was physically damaged when it arrived, and thus waving the warranty, which shouldn't because the unit was intact when I have packaged it to have it returned.They have been giving me the run-around for the past few days, saying the replacement cost would be 310$, which isn't even accurate, because any 750W is around 200$. In separate emails, they gave 2 other different prices, 233.99$CAD and also 157.33$. They also sent a very suspicious and sketchy video of them opening the box that they received which I have packaged, to somehow prove that it came damaged, and the unit corner was almost all opened, which wasn't in that state at all when I have sent it.This is very wrong to do this to a consumer, I have returned alot of different items for different reasons with different companies before, and I have never had such hassles like this.I do not mind delays and following the process, but this is just wrong. I am getting the very strong impression that they are simply trying to make me loose patience and give up so they don't have to send me the unit to be replaced. The warranty is valid until 2032/08/22, I should get a replacement fair and square for this.

  Business Response

  Date: 04/18/2025

  Hello Alexandre ****************** you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the charges that you were quoted for the cost of repairing your device. I certainly understand how aggravating that can be. I am happy to help.
  
  I do see where our technicians are stating that they did receive your device with physical damage. I do also see that they have discounted the original quote amount to get it down to $157.33. That amount does include the cost of the device, as well as the labor and shipping fees as well.
  
  Did you happen to take any photos of the device before having it sent in to show that it didn't have the physical damage that was discovered by our technicians? If so, I would be very happy to have those reviewed. We would need some sort of evidence showing that the device was not physically damaged before it was sent to us and physical damage is not covered under the terms of the warranty.Please take note of your case number for your future reference: N2504007577-0009.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23220124
  
  I am rejecting this response because:

  1- The discounted price is basically either the full amount (or a slight reduction at best) of any 750W PSU with gold rating. An average price for a 750W is 200$ and 1250W is about 300$ (this is in CAD$ however). 150$ is somewhat reasonable, but this shouldn't matter since this is an RMA, not me purchasing a new unit. This shouldn't even be discussed, because of the other reasons written below.

  2- After further reviewing the video footage sent to me from ASUS opening the box that I have sent containing the **** I can simply state that the video might attempt to prove that it was not damaged by ASUS, but nothing proves that they haven't already opened the box and re-sealed it prior to this video. I have shown the video to my brother (owner of the *** in question), and he saw me manipulating the unit prior to sending it, and clearly mentionned that it was not damaged as shown in the video when he saw it before it was sent.

  3- To answer your original question, I unfortunately do not have photos or video of myself packaging the unit. Even then, even if I did, it still wouldn't prove anything because there is still many different things anyone could have done to make the unit look intact even though it wasn't, so even though video footage might help or attempt to prove anything, it can't be conclusive evidence. You cannot prove against the fact that the damage was caused during the shipping (Canada Post and any other carrier implicated).

  I shouldn't have to go through all of this for a simple RMA, I have done RMAs before with different type of items with different companies (******, ***************, and even ASUS also) and never had such hassle/problem. Please simply sent me another replacement equivalent PSU instead of a completely new purchase.

  Sincerely,
  
  Alexandre Nron

  Business Response

  Date: 04/23/2025

  Hello Alexandre ****************** you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from. However, I am sorry to say that physical damage is not covered under the terms of the warranty. With that being said in terms of the physical damage and no evidence showing that it was not damaged before it was sent in to our facility, we would only be able to have the discount applied to the cost of repair. I sincerely apologize for any inconvenience that this situation has caused you.Please take note of your case number for your future reference: N2504007577-0010.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23220124
  
  I am rejecting this response because:

  I understand that your warranty does not cover physical damage, as I would have never went through the trouble of packaging and paying for shipping the product to begin with if it was damaged this way. I should not be penalized by having the warranty removed because something happened after I have shipped the unit. I shouldn't have to prove anything like taking pictures of the unit being intact prior to sending it, i've never had to do anything like this for any other RMA I have done before.

  If you are unable to send me a replacement RMA under these circumstances, then I need to speak with a supervisor or someone who has the authority to do so.

  Sincerely,
  
  Alexandre Nron

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am contacting you regarding the ASUS ROG Strix X870E-E Gaming Wi-Fi motherboard that I recently purchased (on April 9, 2025). (The products serial number is ********************* the product arrived, it had multiple scratches on it. Its quite disappointing to see such issues on a product purchased at a premium price.However, the main concern is that despite using the ASUS Q-Release Slim PCI Slot feature exactly as described in the user manual, it caused damage to my graphics card. There is visible deformation on the PCIe connector area of the card.I expect a proper explanation and a proposed solution from ASUS regarding this matter. How ethical is it that a motherboard marketed as high-end leads to such damage to a graphics card that cost me $1500? The model of my GPU is Zotac RTX 5080 Solid, and Ive attached a photo showing the condition of the PCIe slot.Sincerely,****** *****

  Business Response

  Date: 04/15/2025

  Hello ****** *****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the way you received your device and the damage it has caused. I certainly understand how aggravating that can be.
  
  We certainly do want to help get this resolved for you. However, I am showing that since the device is registered for Europe, we do have limited options here in *************. With that being said, we would recommend reaching out to our European support at ***************************************************************************************************************. I do hope that this information is helpful and they would be the ones best suited to quickly help you.Please take note of your case number for your future reference: N2504017741-0001.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/15/2025

  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.

  From: ****** ***** zkan <************************************************************************>
  Sent: Monday, April 14, 2025 12:35 PM
  To: info <**********************************************************************************************>
  Subject: About my complaint #********

   

   

  Hello, I wanna close this case because I returned that product. #******** can be closed, thanks.

   

  Mehmet 

  
  
  Sincerely,
  
  ****** ***** zkan

• Initial Complaint

  Date:04/10/2025

  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.

  ASUS laptop - opening the screen with top and side. Size bezel flexed and screen went black. Sent in to ASUS for diagnosis after talking on phone with them. Laptop received then was told that there are cracks in the screen and it would not be covered under warranty. Was sent cost for screen replacement and cost for bezel that would be covered under warranty - bezel only. Laptop had no damage to it what so ever but was sent photos showing cracks in screen beside bezel. They have had the laptop for 24 days now and communication is horrible. Constantly being told I will received updates, that my case is being escalated, that it will be resolved in 2 days, etc. Its nothing but talk and no action. I have now been told it will be another week and a half which means they will have had my laptop for a month and a half after originally being told it would be 2-3 days for repair. After argueing my case that there was no damage they say it will be covered by warranty but this after being blamed. The issue is a manufacuring issue with the bezel that caused the screen to go black and nothing more. ASUS has failed with this issue, how its being handled, and the amount of time it is taking. I have asked for a replacement laptop but no reply back. I have asked for management to call me the took my number but no call. This whole process is just a run-a-round, things going in circles with no physical actions being done. Its clear that the reps are trained to say they will get it resolved and will take 2-3 days. well I'm at almost a months worth of 2-3 days now and I expect it will take even longer. The laptop they have is my main work computer but ASUS doesn't care - ASUS doesn't seem to care one way or the other about whats happening with their product they just care about money. This will be my last ASUS product after having purchased other laptops in the past as well.

  Business Response

  Date: 04/11/2025

  Hello **** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the headaches that you have experienced regarding the repair order on your device. This is not the type of excellence that we strive for.
  
  I do see that our facility had to order the parts necessary to complete the repair on your device and that they were received earlier this week. Our technicians are currently working on completing the repair so that they can get your device back out to you after it does pass the final testing. I sincerely do apologize for the inconvenience and delay that this situation has caused you.Please take note of your case number for your future reference: N2411000724-0018.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23187704
  
  I am rejecting this response because: I have heard this twice now - that parts have to be ordered and that they have been receieved and the laptop is being repaired only to be told that I have to wait another 3 days for an update and when 3 days passes there is no update and I am back chasing for answers and when talking with someone again I get told wait another 1-2 days as its being escalated. Its just a loop of deceit with ASUS customer **********************. I have a lot of doubt that my laptop will be repaired properly given that the repair center created the damages when receiving it, the issue was a manufacturing problem with the bezel that caused the screen to go black, it had zero cracks in the screen when I shipped it. I have read here on BBB of people being blamed for damages that didn't exist and also how people's repairs were not done properly. I have lost faith with ASUS. Your reply here didn't include a date that I can expect my laptop to be returned by and as such I have a hard time believing what you have said here. 
  
  Sincerely,
  
  **** R

  Business Response

  Date: 04/11/2025

  Hello **** ******,
  
  Thank you for contacting ASUS..
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from. I do wish I could say with certainty as to when our technicians will complete the repair on your device. I do know that they are working on that now. Once that is completed, your device will be fully tested and then shipped out to you. This can be tracked on our website as well.Please take note of your case number for your future reference: N2411000724-0020.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23187704
  
  I am rejecting this response because: Thanks for the reply... that gives no certain repair date or when the laptop will be shipped out. Interestingly enough, I received an email from ASUS which states it will be repaired, tested, and shipped out in 24 hours. I will believe it when I get a tracking number and when I see that it has been repaired properly of which I have doubts given all the complaints here in BBB. The email stating that it will be repaired came before your message here - it seems that ASUS doesn't communicate well between departments nor does one person get assigned to a case as its multiple people responding with different answers.  No, I will not be supporting ASUS ever again given my experience with this repair process - its horrible. I got blamed for damages that did not exisist when  Isent it and it was clearly a manufacturing issue of which there are many complaints for similar defects with ASUS bezels online.
  
  Sincerely,
  
  **** R

• Initial Complaint

  Date:04/09/2025

  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 want to make a complaint against ASUS company.I have bought a laptop from ********* on 24th October, which is recommend as a authorized distributor on ASUS company. So I think this website is reliable. After I pay, I ask them when will they ship. ********* says will ship out in about two or three days. However, after two months later I find they haven't shipped it. So I email to ********* they give me no reply. I try to call them still no one answer my question. I have a bad feeling on that. And try to search info on the website. There is someone reply on that website the company is a cheater, who received money and don't ship the product. I feel very terrible and want to cancel my order on that website but cannot find where to cancel. Now I even cannot find the website! The website doesn't exist! So I try to find ASUS company, try to tell them what I meet. I email to them from December until now. And try to call them. The emails I sent is more than 20. I call to them at least 10 times. But they just said they can do nothing for it. As I buy it from the third part.However I think I find Gentech PC from ASUS company website. ASUS website says ********* is their authorized distributor. What GentechPC do is to damage ASUS reputation. I think ASUS should be responsible for some of my loss. I try to contact the bank, the bank doesn't refund my money. And now, I don't know what I can do for it. I hope you can help me. Now what I want is to get the refund. If you want the proof that I bought from ********* I can give you. Thanks a lot.

  Business Response

  Date: 04/09/2025

  Hello ***** ***,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you have not yet received the device that you had ordered. I certainly understand how aggravating that can be.
  
  I am sorry to say that since the order was placed through a third party, we would have to recommend continuing to attempt to reach out to the company that you had ordered the device from as we unfortunately would not have any control in processing that particular order. I assure you that if the order had been palced through us directly, then we would have more options on our side of things.Please take note of your case number for your future reference: N2412014014-0017.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:04/08/2025

  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.

  1. ******************* Details:Purchased an ASUS motherboard on August 13, 2021.Experienced RAM slot (DIMM 2) failure under warranty.First warranty claim submitted: August 31, 2024 - ASUS acknowledged the defect.Second warranty claim submitted: March 31, 2025 Same issue persisted.2. ASUS Initially ****** to Honor Warranty:Spoke with 2-3 representatives who confirmed coverage.Was told the motherboard would be repaired/replaced under warranty.ASUS arranged and paid for shipping (indicating their acceptance of warranty responsibility).3Unjustified Warranty Denial:Despite pre-approving the warranty claim, ASUS later refused coverage without valid justification.The defect (RAM slot failure) was pre-existing and documented in both warranty ********* evidence was provided that the issue was caused by misuse or unauthorized modifications 4. Unfair Business Practices:ASUS acknowledged the defect but is now refusing to fulfill its warranty obligations.This appears to be a bad-faith denial after initially approving the claim.Desired Resolution:Replace the motherboard at no cost (as originally promised under warranty).OR Refund the full purchase price ($229.99)ASUS's refusal to honor its warranty after approving the claim is unfair and deceptive. I request the BBB's assistance in resolving this matter promptly.Kwynton

  Business Response

  Date: 04/09/2025

  Hello Kwynton *****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you received a quote for the cost of repair on your device. I certainly understand how aggravating that can be.
  
  I do show that the warranty on your device shows to have expired on August 31, 2024. I do also see that when the most recent order was set up that the diagnostic fee was waived. However, I do not see any mention that the entire order would be covered. After further review, I am sorry to say that our Canadian team has determined that the physical damage charges to the device would be valid on the device. I do see that ***** had offered to increase the discount to 30%, and I would be happy to have that applied.Please take note of your case number for your future reference: N2502028830-0021.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23172562
  
  I am rejecting this response because the live chat transcript (N2502028830-0004) clearly confirms that I inquired about warranty coverage and was assured it would be covered. The representative then mentioned a service fee, which I disputed, and they agreed to waive it. However, I do not have the downloaded PDF of this transcript for reference.
  

   

  Sincerely,
  
  Kwynton *****

  Business Response

  Date: 04/11/2025

  Hello Kwynton *****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do apologize for any inconvenience or confusion. As the warranty on your device had expired last August, any repairs that would be needed would not be covered. Once a device is out of warranty and is needed to be sent in to our repair facility, there is a typically a diagnostic fee. I do show that it was what was waived. At this time, we would only be able to offer the 30% discount to the cost of repairing your device outside of the warranty window.Please take note of your case number for your future reference: N2502028830-0022.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23172562
  
  I am rejecting this response because I was explicitly told the repair would be covered under warranty. Additionally, ASUS's own policy states that repairs come with a 90-day warranty, meaning the warranty should not have expired in August. It appears there is either a misunderstanding or misapplication of your policy.

  
  

  Please review this case again and honor the original warranty agreement. And double check our online conversation all agreements will be in that conversation.
  

   

  Sincerely,
  
  Kwynton *****

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my ASUS product in for repair under two service requests: USPCT21958 and USPCT30558. During both repairs, there were no reports of physical damage. However, after receiving the device back from the second repair (USPCT30558), I immediately discovered significant physical damage that was not present when I shipped the device.I contacted ********************** immediately to report the issue. Still, they dismissed my concern, unilaterally closed the case, and stated that the damage was caused by mewithout providing any proof or conducting an investigation.Worse, ASUS failed to document the device's condition before returning it. Had they taken photos of the unit before shipment (a standard practice for professional repair services), they would have had their record of the product's condition. Instead, they are now demanding that I prove the device was not damaged, which is unreasonable and unethical.This mishandling has caused me to lose the use of the product for over two months, impacting my work and professional activities. ASUS's lack of accountability, poor communication, and refusal to resolve the issue in good faith is appalling.

  Business Response

  Date: 04/09/2025

  Hello **** ****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the experience you have endured regarding your device and the repair orders. I certainly understand how aggravating this situation has been.
  I do see that you have been in contact with ****** of our ************** team and that the charges have been waived on your most recent order. I am happy to hear that is the case. Our technicians are working on getting your order completed to get your device back to you quickly. If you do happen to have any questions or run into any issues, please do not hesitate to reach out directly to ******, as I do see that she is monitoring this situation.
  Please take note of your case number for your future reference: N2502022354-0021.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:04/07/2025

  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 was quoted an absurd amount as part of an RMA for Asus warranty. I purchased this device from a friend who used the device a handful of times but due to a career change he wanted to sell it as he was not finding time to use it. After i submitted the *** and sent the device for repair, ******************** claimed that there is water damage from a long time ago. I've had the Rog Ally stored in a drawer for months because I've been away from ****** and couldnt start RMA process. I've used this thing maybe a grand total of 10 times (and my friend used it for ~3 times before that) - it has been having issues since I got it in November but I've been out of the country for months and they refused to accept *** at the time because they needed a Canadian return address. Once i was finally back in ****** and I sent it in, they asked for $800 for the repair. There is NOT A CHANCE IN HECK that it has water damage. Also it looks like this is a common excuse that Asus uses to refuse to take responsibility for bad hardware (See this reddit post from just a few days ago:*********************************************************************************************************************************). This is unbelievably unethical behaviour from Asus - they effectively sold us a device with a manufacturer's defect and refuse to address the issue. They offered to reduce the repair cost by 50% but I simply refuse to pay $400 for something that is their fault. If you look at reddit there are several other examples of Users complaining about their RMA specifically with false water damage claims.

  Business Response

  Date: 04/09/2025

  Hello ***** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you received a quote for the cost of repair on your device. I certainly understand how aggravating that can be.
  
  I am sorry to say that the manufacturer warranty on our devices do not cover any type of physical damage or water damage. As our technicians have discovered water damage to the motherboard of your device, the warranty would be voided. With that being said, we woudl only be able to offer a discount on the quote that you had received.Please take note of your case number for your future reference: N2411011088-0014.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23162264
  
  I am rejecting this response because: Asus claims there is water damage. That is physically impossible because this unit was stored away in a dry storage for months. I bought this unit from a friend who used it for 3 weeks before he had a major career change after which he didn't have time to play so he gave it to me. Since I received the unit, I played with it for a week before I noticed these intermittent issues. I was going to send it for an RMA in October but Asus said I needed a Canadian return address and I was leaving the country for months. This unit was used for a grand total of ************************** dry storage for the remainder of the time. Its literally impossible that we caused any water damage, if there is water damage then Asus sold the unit in this state. I completely and utterly reject their claim that we caused the water damage. Also not to my surprise, when I looked online I found multiple other customers that ran into this same issue:

  - *********************************************************************************************************************************

  - ******************************************************************************************************

  These are just for the Rog Ally, if I look up laptops and other electronics the number is much higher.

  Again I reject their claim that there is water damage.

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

  Business Response

  Date: 04/11/2025

  Hello ***** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. Our technicianse have discovered liquid damage to the motherboard of the device. I do also see that our Canadian Executive team is looking into this matter as well and should be reaching out to you soon. Please be on the lookout for correspondence from them.Please take note of your case number for your future reference: N2411011088-0015.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23162264
  
  I am rejecting this response because: no resolution has been achieved yet. Waiting to hear back.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/04/2025

  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 purchased the ASUS PA602 case in Jan 2025 for approximately $250. After about a month of use, one of the fans began making abnormal noise. I contacted ASUS support several times, and only after multiple follow-ups did, they issue RMA #USBVT31110, requiring me to return the entire case.I made it clear that returning the full case was not acceptable. The case is large, fully set up, and I do not have suitable packaging. I offered to send back the faulty fan if necessary and requested a replacement fan only.After further discussion, ASUS support acknowledged this and agreed to send me a replacement fan. However, since then, I have contacted them over ten times, and each time they simply promised a response "within 12 days" but no one ever followed up. These repeated empty promises have caused more than a month of delay with no resolution.This is a basic product defect, and ASUSs refusal to follow through is unacceptable. I am requesting that they send me the replacement fan directly, without requiring a full return.

  Business Response

  Date: 04/08/2025

  Hello **** ****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have experienced with your device. I certainly understand how aggravating that can be. I am happy to help.
  
  I do see the order set up to get replacement fans sent out to you. I have gone ahead and modified the order so that it will be worked correctly by our technicians at our facility. The standard turnaround time is 7-10 business days, not including holidays or weekends. We greatly appreciate your patience as we work to get this resolved for you.Please take note of your case number for your future reference: N2503018606-0018.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/08/2025

  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,
  
  **** ****