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:04/03/2025

  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 bought an Asus laptop 11/30. I started using it & realized there were internal errors, and it wouldnt update to Windows 11. After about an hour of daily use, the trackpad became unresponsive. The computer also randomly highlighted text as I typed & deleted it. I had to restart it constantly. I called Staples, and they sent me a new computer under my extended warranty. After two weeks, the new laptop's trackpad had the same issue. Asus tried troubleshooting over the phone & told me to wipe the computer, but it didnt fix anything. When I called again, one rep told me to pay for local repairs, while another said I had to ship it back at my expense. I also asked ******* if I could return both & switch brands. They said if Asus refused to help, their repair team would assess if the computer was unusable & only then issue store credit since Im past the 14-day return period. As a self-employed journalist, I need my computer daily, making this a huge inconvenience. I dont want these defective computersI just want my money back to buy a different brand. Ive wasted hours trying to fix this, and this should not be happening with a new laptop from a company like Asus.

  Business Response

  Date: 04/04/2025

  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 been experiencing these issues with your device. I certainly understand how aggravating that can be.
  
  I do see that our support team has set up a repair order for your device and provided a prepaid shipping label. I am sorry to say that a refund would only be able to issued through the place of purchase during their allotted return window. The terms and conditions of the manufacturer warranty would only cover the repair on the device itself. Please take note of your case number for your future reference: N2503033142-0008.
  
  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: 04/06/2025

   
  Complaint: 23155473
  
  I am rejecting this response because:

  The company claims that I could not get a refund because it was beyond the return date (14 days was the limit) HOWEVER they sent me two defective computers in a row that stopped working shortly after two weeks. It seems I cannot win with this one. I just want to return both computers back and get my money back so I can buy from a different brand with better customer ********************** and, frankly, a better product. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/08/2025

  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. However, per the terms of the warranty, we would only be able to offer to have the device repair at our facility by our technicians. I do apologize that we do not have more options available.Please take note of your case number for your future reference: N2503033142-0009.
  
  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,**** *****************************************************************************

• Initial Complaint

  Date:04/01/2025

  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 pre-ordered the *** Zephyrus G14 2025 on February 25, 2025. A hold for the full amount was placed on my credit card to verify the funds were available. Everything was fine and I never received any alerts or authorization requests from either ASUS or my credit card.A month later, I received an email stating ASUS cancelled my order, but provided no explanation. I called customer ********************** and asked why. The *** said there was no noted reason for cancellation and they would escalate the issue. I was to receive a call or email back in about 2 business days. A week later, after no response from ASUS, I called again. I provided the case number and the *** eventually came back in the line and told me "ASUS was not able to receive payment authorization and we recommend you order it from somewhere else." I asked how ASUS attempted to receive authorization. The *** ***eated her previous statement and did not answer my question. I again asked to provide me a real, coherent response or to reinstate the order. She again provided no explanation and ***eated the same scripted line which is a blatant lie, as ASUS never attempted any additional authorization and none should have been needed anyways. If I was allowed to place a preorder, ASUS is obligated to fulfill it. Not only did they not fulfill it, the only resolution they provided was to order the laptop from reseller. If ASUS cannot fulfill its own orders then it is a fraudulent company.

  Business Response

  Date: 04/02/2025

  Hello *** *******,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that your order was cancelled. I certainly understand how aggravating that can be.
  
  I have forwaded your information over to my contacts in our **************** to see if we might be able to get some more information as to why the order was cancelled. They typically do get back to me within 1-2 business days. I assure you as soon as they do, I will be happy to share their update with you. Please take note of your case number for your future reference: N2503036676-0002.
  
  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: 04/02/2025

   
  Complaint: 23148374
  
  I am rejecting this response because:
  This is not a response. This is literally the same form letter filled out by every customer ********************** representative, and it's absolutely meaningless. See the attached photo for the previous email which I have still never received a follow-up on. I can almost guarantee nobody from ASUS will ever actually reach out to me based on this case that was created. Plus, my original complaint already provided all of the order details, so an appropriate response would be to look into the issue and provide a resolution. This is blatant avoidance and only further illustrates my complaint.

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

  Business Response

  Date: 04/04/2025

  Hello *** *******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I have heard back from our Sales team. They have informed me that based upon available information, the order review department of our fraud partner was unable to receive authorization to process this order due to it being a high-risk profile. We apologize for any inconvenience this process may have caused, but we are unable to process the order at this time. We do suggest that you please provide additional email, contact, and/or personal information to ensure approval if still interested in placing a future order with our online sore. Please take note of your case number for your future reference: N2503036676-0003.
  
  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: 04/04/2025

   
  Complaint: 23148374
  
  I am rejecting this response because:

  Dear ASUS,

  You all are clearly too stupid to provide an even moderately comprehensible human response. I don't care anymore. Keep using your ChatGPT generated form responses and run your fraudulent shell of a company into the ground because your sales team is too incompetent to process an online pre-order, which was placed through your own website, by providing all of the information you asked for, again via YOUR OWN SALES CHANNEL AND FORMS, and you then made exactly 0 attempts to supposedly verify the "high risk" transaction over the course of an entire month. It's clearly the consumer's fault that you're a business who is unable to accept money. You have now continued to offer absolutely no solution, but I truly appreciate you saving me from giving your dumpster fire of a company a single cent.

  
  Best regards

  *** *******

• Initial Complaint

  Date:03/29/2025

  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 purchased this item in September of *************************************************************************************************** about a year or so the battery started heating up to the point that it damaged the display.I had not been able to register the item because it requires a "CN" number that is only on the packaging, the serial number itself and proof of purchase is apparently not enough to register a product for warranty with ASUS. This is a level of resistance to service I have never seen with any other company.ASUS has a notorious reputation for making customers pay for shipping, including on larger products like monitors, and then tacking on additional fees even if you do manage to attempt to have an item repaired in-warranty. There is a GamersNexus video that investigates this, if anyone is interested in confirmation. I called their support and this is pretty much the experience I got.This product is clearly defective and many other users report battery and power issues in the user reviews. The **** on the monitor I purchased was $399.99 and I think that it's unacceptable design and quality control to have such an expensive monitor with poor quality batteries that will melt the display. ASUS simply does not seem to care about giving customers defective products.I am seeking an a replacement, exchange or other equal compensation for the defective monitor that I purchased from ASUS.

  Business Response

  Date: 04/01/2025

  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 described regarding your device. I certainly understand how aggravating that it can be.
  
  While reviewing the serial number to your device, I do show that the warranty on it had expired last year. I am also not finding any interactions with our support team until last week. With that being said, we could certainly set up a repair order for your device to have it *********************** at our facility. I can also include a prepaid shipping label. However, as the warranty has expired, I am sorry to say that there would be costs associated with the repair that would have to be determined once our technicians were able to properly diagnose your device.
  
  I do look forward to hearing back from you.Please take note of your case number for your future reference: N2503036585-0002.
  
  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: 04/04/2025

   
  Complaint: 23133270
  
  I am rejecting this response because:
  
  This response fails to acknowledge several of my complaints and concerns and I feel does not offer fair compensation. 
  
  Specifically that ASUS required a "CN" or "Check Number" to register for their online warranty registration repair service throughout the warranty duration of my product.  This creates resistance and friction for anyone seeking to have repair service done, including myself and is a large factor in why I had not requested service prior.  The reason this creates resistance is the "Check Number" is only located on the box the product came in and not the product itself.  This meant that if the box had been disposed of, as most people would have done by the time they are in need of service, the serial number and proof of purchase were then insufficient to receive service, something I have never seen with any other company I have purchased from.
  
  The second is that they have a reputation for quoting absurd repair fees to the point that it becomes not viable to have a repair done, often when products are both in and out of warranty, which would likely be the case here as well.
  
  The third is that the situation with this this high-end portable monitor is defective by design, with many customers having similar issues with the batteries, though not all having thae battery damage the display itself.  The fact that it would get so hot as to damage the display itself makes this product a hazard and potentially dangerous.  Once this started happening I completely unplugged it and stored it away because it is potentially unsafe and was unsure what to do with the product at that point.
  
  For these reasons, I am requesting the product to be replaced or compensated for out of warranty, ideally with a product that does not have potentially hazardous batteries.
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 04/08/2025

  Hello ******** *********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from. If there were any issues registering your device, we can have that done on our side and update the warranty properly with a copy of the purchase invoice.
  
  Anytime a quote is needed for the cost of repair, a detailed list is sent showing what the cost of the parts are that need replaced, as well as the cost for taxes and labor fees.
  
  I am not showing any known issues with this particular model. If you do decide to have your device sent in to our repair facility, I'd be more than happy to get that order set up. That would be the only option that we would have available.Please take note of your case number for your future reference: N2503036585-0003.
  
  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: 23133270
  
  I am rejecting this response because:

  I have described why I had issues getting an in-warranty repair in the past and was ignored in regards to these service issues.  You're also asking for my proof of purchase now, when it is already attached to the original complaint.
  
  You're claiming having batteries issues with this model isn't a thing, when many reviews, some of which I've linked here, reference having battery issues with this monitor.  I suppose it's not a problem if you simply ignore it.
  
  ************************************************************************************************
  ************************************************************************************************
  *************************************************************************************************
  ************************************************************************************************
  ************************************************************************************************
  
  The larger 17.3 inch version of this monitor also seems to have similar battery issues.
  
  It's not that I'm unwilling to send the monitor in, but I want a replacement, preferably one without a battery.  I do not want a repair that costs "whatever we decide".  If that is the best you're willing to do for a customer with an expensive, defective product, then don't bother.  At that point I'll just recycle it and my complaint still stands.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:03/25/2025

  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 had an issue with my laptop screen, then sent in the laptop according to my warranty. They said there were a bug infestation and mold/bodily fluids that damaged the laptop which isn't true. I sent in pictures to prove that this was false and also took pictures of the damages that they caused to my laptop. They approved the repair but then said that the keyboard, battery and cooling fans were faulty, of which I had no issues with before hand. After a bunch of escalations and back and forth with "management" they went in and found two infantile bugs on the underside of the mother board, of which I cannot get into without voiding my warranty. Then when it was returned to me. It was incompletely put together with loose screws and where I can't open the laptop to test if it works without causing damage already and part of the casing loose and screws missing. Now after trying to escalate the issue again they said the warranty is void. This isn't fair because they caused more issues than I originally had in the first place. Place help me.

  Business Response

  Date: 03/26/2025

  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. Again, our warranty terms can be found at ***************************************************************************************************. Section 5, page 7 is where it is specifically stated not to send in your device with any type of insect infestation, which has now been done twice. Once more insects were discovered in your device, it would have immediately been packed back up to ensure the same and non spread of this to our other customers.Please take note of your case number for your future reference: N2503000605-0026.
  
  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:03/21/2025

  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 November 21st, 2024, I purchased an ASUS ROG Ally X from Best Buy as part of their Black Friday sale. It looked like an appealing purchase, it's a powerful handheld computer that has a full-sized M.2 2280 slot for a solid-state drive. There are many sizes, 2230, 2242, and the largest, 2280. This is great as the M.2 2280 port is easily accessed by taking off the backplate of the machine---ASUS provides great instructions on how to do this, and the M.2 2280 goes up to 8TB of lightning fast storage.I also got a very speedy 4TB M.2 2280 SSD to put in it as an upgrade. This was great.About three months later, now February 2025, I got a weird crash. It went straight to the **** and said the *** couldn't be found. I checked to see if it got unseated---it did not. I put it back together and start it back up, and it takes a minute longer than usual, but it finds the ****** the end of the month, this happens constantly. It is entirely too unstable to ******** Buy will not provide replacement or refund as it is out of their time window.ASUS wants me to "send it in" for repairs, but this is a fool's game. First, ASUS strictly holds people's broken products for literal ****** or hostage. There are countless stories of them even doing it to big streamers like GamersNexus.Second, ASUS told me that it is "limited to 2TB in storage". That is quite odd. It is listed nowhere when buying it or in their SSD replacement video. I was told that going over 2TB "can cause instability". Like I got?My assessment is that the M.2 2280 port is a fake. It takes M.2 2280 SSDs that comply with M.2 2230/2242 standards: so no DRAM cache for better speeds, and no size over 2TB.I was blatantly lied to with regards to this device. I want a refund. I spent 750$ after taxes on this device to find out that they lied about a major specification with regards to its long-term use.

  Business Response

  Date: 03/21/2025

  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 been experiencing these issues with your Ally. I certainly understand how aggravating that can be. I am here to help.
  
  I'd be more than happy to set up the repair order to have your device sent to our facility in terms to the warranty process. I can even provide a prepaid shipping label. However, I am sorry to say that a refund would only be able to be processed through the place of purchase during their allotted return window.
  
  I do look forward to hearing back from you if you do decide to have your device *********************** under the terms of the manufacturer warranty.Please take note of your case number for your future reference: N2501038368-0019.
  
  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:03/20/2025

  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 placed an order for a monitor on 02/26/2025 through the direct ASUS website. The charge was directly drafted out of my account on 02/28/25. I was given an expected delivery date of 03/04/2025. On 03/04 my package did not arrive, I checked tracking which said delayed. I gave it a few more days, and still no movement. I attempted to contact ****** and had no luck. I contacted ASUS on 03/10/25, and was told that they would create a ticket. I would hear a response in 2 business days. I did not hear a response, and I was finally able to get in touch with ***** directly. ***** also created a ticket, and told me they would call when they resolved the issue. I did not receive any notification back from them either. So two days later I reached out to ASUS again, and was told the same thing. Wait two days we will reach back out. They did not. I have then since contacted them four more times all on different days, and I keep getting told the same thing. Yesterday on 03/19/2025 ***** responded to the ticket I created, and said the package was lost. They informed me to contact ASUS for a refund. I called ASUS, and the first representative denied me a refund. I requested to speak to a supervisor, and the supervisor informed me that she cannot give me a refund for the item until their internal investigation is done. She said to wait two days. I told her that I did not want to wait. The package had been confirmed lost via ****** and I had been told to wait two days for the past two weeks. The supervisor refused to refund my money, and I still have no package. Its been a mess, and I am getting refused a refund for a package I never received.

  Business Response

  Date: 03/21/2025

  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 did not receive the device that you had ordered from our website. I certainly understand how aggravating that can be. I am here to help.
  
  I do show that the ticket does seem to have been completed on *****'s side of things. I have reached out directly to our Sales team to see exactly where we are on our side of things and the status of refunding your order. I sincerely apologize that I do not have an update at this exact moment. I'll be more than happy to provide any updates as they do come through.Please take note of your case number for your future reference: N2503021452-0006.
  
  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: 03/21/2025

   
  Complaint: 23092968
  
  I am rejecting this response because:
  This has been the same response I have been given the past two weeks. I do not understand the issue with giving me a refund when ***** is clearly stating that the package is lost. You stated ***** did their end of things, but you guys continue to tell me to wait and wait. I did not receive the goods I paid for, and I would like that to be resolved immediately. I feel as though I have been extremely patient with this issue on my end, and its really extremely frustrating to be continued to be told wait two days. Ive been told wait two days for the past two weeks now. I would simply just like my refund so I can purchase my product elsewhere. 

  Business Response

  Date: 03/24/2025

  Hello ******* *****,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope you had a wonderful weekend.
  
  I completely understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. I do see that our Sales team is working on getting your refund issued to you. You should be receiving that anytime now. Please be on the lookout for that.Please take note of your case number for your future reference: N2503021452-0007.
  
  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,**** *****************************************************************************

• Initial Complaint

  Date:03/20/2025

  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 purchased an RT-BE88U router from ****** in September of 2024. In early January, this router stopped connecting devices to the internet. I submitted an *** and sent the unit in for repair. After almost a month of minimal contact, I received back an RT-BE86U (a downgrade). I wasn't told this before they sent it. I contacted customer support twice, both times being told that I would be contacted by their repairs department within 2 business days and receiving no contact both times. I won't go into too many details, but I'll provide an illustrative example. Asus appends a number to your case ID each time it gets reopened (since they're apparently so dedicated to brushing me off). My current case # is N2501008250-0013. I'm up to 13. At this point, I'm finally in contact with their repair department, but they seem to be confused about the situation and want me to send back the unit they sent me before they can even check their inventory to see if they have an RT-BE88U to send back to me. If I didn't know any better, I'd think they wanted me to just give up and go buy a replacement router off of Amazon or ******. At least then, I'd have it within a few days rather than fighting with an endless series of confused, ineffective service **** for what's going on 3 months trying to get my original router back. If I'd known this was going to happen, I'd have taken it to a 3rd-party repair shop.

  Business Response

  Date: 03/20/2025

  Hello ***** Halen,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you received a downgrade model as a replacement for your device. I certainly understand how aggravating that can be. I am happy to help.
  
  If you could please verify the serial number of the device that you did receive, I would be more than happy to get a new order set up for you to get the correct model sent out to you.
  
  I do look forward to hearing back from you.Please take note of your case number for your future reference: N2501008250-0016.
  
  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:03/19/2025

  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 am a college student who bought a Zenbook Duo UX8406MA-PS99T laptop for $1699.99 before tax and $1801.99 after tax. This premium laptop was intended to last me all 4 years of my undergraduate education. The product promise is a premium laptop with high end specs that is capable for high productivity. However a couple months after receiving the device it randomly crashed and I lost all of my files so I sent in for In-Warranty repair and they changed the motherboard and sent it back and said it was fixed. However when I tried using it again the entire laptop crashed after attempting to download and use some institute software. I was very upset as this was the same error as before and once again sent the laptop back for repair and they sent it back saying they fixed it. And then today I was doing the same institute software task and It crashed again and I will have to send it back this week again for repair. This software works fine on my other loaner laptop which is of lower spec, and I am having lots of struggles with my work since my laptop is always unavailable and I have lost many files in this repair process. I do not have the time or money to buy another laptop and am unable to use this device for what they promised. Additionally the included stylus was not working which I also sent in for repair and they sent it back saying it was repaired, but it was very clearly not since it still does not work. I am very frustrated with ASUS since I asked the service shop to send me a contact number for someone who I could contact regarding this matter and they did not give me a number. I feel that I have been deceived and tricked into buying a product that falsely claimed of the prestigious specs and I was charged a premium price for a product that does not work, I feel I was scammed for a bad product that does not work and have no way to recover my money. I would like a full reimbursement so I can use the money to buy a different laptop for school from a better company.

  Business Response

  Date: 03/20/2025

  Hello ***** Maan,
  
  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 been experiencing. I certainly understand how aggravating that it can be.
  
  I do show from our technician's notes that they were able to confirm that the issues you have experienced were not able to be replicated when tested at our facility of the fixes were implemented. It is possible that the boot issue could be related to the institute software.
  
  As for a refund, I am sorry to say that would have to be done through the place of purchase within their allotted return window.Please take note of your case number for your future reference: N2412010943-0005.
  
  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: 03/20/2025

   
  Complaint: 23089255
  
  I am rejecting this response because:

  Once again today I was using the laptop and this time the laptop only did a simple windows update, which is what the institute software did, it would simply restart the laptop and the laptop did a windows update and this caused the entire laptop to crash, it happened again and I had to fill out an RMA again to send it in again, I am tired of this business and strongly feel that I have been scammed and have been sent a faulty product for my money and you know that I cannot get my money back or dispute this, it is really frustrating as a college student that I spent so much of my saved money on a product that did not deliver and I am not receiving the proper refund or compensation for your errors. 
  
  Sincerely,
  
  Maan *****

  Business Response

  Date: 03/21/2025

  Hello Maan *****,
  
  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. I do see that the new order has been created. Once your device has been received at our facility, our technicians will work diligently to get your device repaired as quickly as possible and get it back to you.Please take note of your case number for your future reference: N2412010943-0009.
  
  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,**** *****************************************************************************

• Initial Complaint

  Date:03/19/2025

  Type:Order 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, I am attempting to resolve a warranty issue, but the company is claiming that I damaged the product, which I definitely did not. I am filing this complaint for breach of warranty, and the company intentionally hides its service phone numbers in an unfair manner, making it impossible to discuss the warranty. Please assist me with this dispute.

  Business Response

  Date: 03/20/2025

  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 described. I certainly understand how aggravating that can be. I am happy to help.
  
  If you don't mind, could you please provide some details as to the issues you are experiencing with your device? Could you also go into detail as to the damage to the product that you are referring to? Any additional information that you can provide would greatly be appreciated.
  
  Our contact information can also be found on our website at ************************************************************** take note of your case number for your future reference: N2503024955-0001.
  
  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: 03/26/2025

   
  Complaint: 23086131
  
  I am rejecting this response because:Reference: N2503024955-0001.
  
  
  
  Hello **** DMy name is *** I contacted BBB about a problem I am having with ASUS I am currently still having trouble resolving the case. 
  
  
  Serial Number ************
  RMA **********
  
  
   have tried resolve the case and just pay. have tried calling, have tried everything just get my phone back. Every time I call the English line, no English or just pretend not to. If I can talk to someone about device, I am told to email ************************************** and they just keep giving me the same response that I have to log in and pay, which I can't do because the info they gave me doesn't work. When told them this, they just keep sending me messages about the invoice. I have never seen worse customer care in my life. I paid $1440 for phone and this is I treated. Please help.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/27/2025

  Hello ****** ****,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  Thank you for providing that information. It is very much appreciated. I am sorry to hear of the experience that you have endured regarding your device and order. I certainly understand how aggravating that it can be. With that being said, I am showing that this order and device is registered as non North American. I am sorry to say that I would only have access to assist with North American orders. I would recommend and encourage reaching out and working with your region's support team. They would be the ones best suited to assist you going forward.Please take note of your case number for your future reference: N2503032320-0001.
  
  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,**** *****************************************************************************

• Initial Complaint

  Date:03/14/2025

  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 had a laptop sent in for repairs, the quote on the return after service and repair was 7 to 10 business days, it was received on Feb 20th, as of writing this they have had it since then. **** also state that they would communicate any progress or repair updates and more quotes if additional parts and or labor was required. **** have not held up to those basic standards and have left me in the dark. Their customer ********************** is non existent when bringing the issue up, as they say all they can provide to me is the following, "You just have to wait sir." **** will not explain why or how we have strayed so far from the original stated 7-10 business day time frame, and they do not seem to have in place any way to correct any mistakes or delays that are not caused by a customer as they as the manufacturer and repair service center and should be able to accommodate such short falls.I think ************************************************************************************************************** house, with their expert technicians and send it back to the customer. I could have take this to a local technician and had the work done already and had my property back in working order.

  Business Response

  Date: 03/17/2025

  Hello ******** *******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope you had a wonderful weekend. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the delays that you have experienced regarding your repair order. I certainly understand how aggravating that can be. I am happy to help.
  
  I do see that on March 3rd, our technicians had replaced the motherboard on your device but the found an issue with the keyboard. Then on March 6th, the found an issues with the speakers. On March 7th, after the speakers were replaced twice, your device was then further diagnosed and shows to have been fixed as of March 12.
  
  Currently, your device is having more tests ran on it to ensure that everything is working properly before being sent back to you. Your patience is greatly appreciated as we work to get this resolved for you.Please take note of your case number for your future reference: N2502015959-0010.
  
  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: 03/17/2025

   
  Complaint: 23066368
  
  I am rejecting this response because:
  

  This the same response I get from a phone call to the service center. This does not do any justice to the fact that throughout this entire process the only way I received any updates was through my own leg work by going through Asus' website and refreshing the *** page by inputing my *** number through their support page. This does not follow the *** Service Agreement that I signed. It clearly outlines that if any other issues were to come up that I would be notified and I was not.

  I do hope that something can be done for this oversight and that this poor communication between manufacturer and customer can be reviewed and changed to better fit the original agreement for future issues.

  I also think that since this has not followed the service agreement and the original deadline that my Laptop should be returned expeditiously as a means of making good on going foul on the original deadline with no communication.

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

  Business Response

  Date: 03/20/2025

  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 any inconvenience that this situation has caused you. I do show that your order has been completed and that your device is on its way back to you. According to ***** tracking number ************, it it showing expected to be delivered sometime today. Please be on the lookout for it.Please take note of your case number for your future reference: N2502015959-0011.
  
  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: 03/20/2025

  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.

   

  I do however maintain the opinion that Asus needs to fix their customer ********************** responses, updates need to be made to their consumer during an RMA process and communication should be constant throughout, and that they need to do better by the customer if they do not deliver on their time frame.
  
  Sincerely,
  
  ******** *******