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:03/13/2025

  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.

  Date of the transaction:I purchased the ASUS ROG Zephyrus M16 (2024) laptop from Best Buy in March 2024.The amount of money paid:I paid $1599.99 for the laptop at Best Buy What the business committed to provide you:ASUS provided a manufacturers warranty stating that defective products would be repaired or replaced with a unit that is functionally equivalent or superior to the original purchase.What the nature of the dispute is:The laptop began experiencing blue screen errors within one month of purchase. I sent the device to ********************** for warranty repair, but the issue persisted after it was returned to me. Instead of offering another repair or a new replacement, ASUS is insisting on replacing my laptop with a recertified (used/refurbished) unit, which is not functionally equivalent to my originally purchased new laptop.ASUS has not provided any explanation as to why they are denying my request for a new replacement unit, despite the fact that their own warranty terms state that a replacement must be functionally equivalent or superior to the original purchase.Whether or not the business has tried to resolve the problem:ASUS performed one repair, which did not fix the issue. When I contacted ASUS again, they denied my request for a new replacement and instead offered a recertified unit without justification. I have repeatedly asked for a clear explanation, but they have not provided one.**Given that my laptop has been experiencing issues since one month after purchase, and ASUS failed to repair the defect, I believe the only fair resolution is a full refund so I can purchase a functional product elsewhere.If a full refund is not possible, then I request a brand-new replacement unit that is functionally equivalent or superior, as required under ASUSs own warranty terms.I do not accept a recertified replacement, as it does not meet the standard of a functionally equivalent or superior product.**

  Business Response

  Date: 03/14/2025

  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 regarding your device. I certainly understand how aggravating that can be.
  
  I do see that the order has been set up and approved for a recertified replacement. Our recertified equipment is fully tested before being sent out to our customers. I am sorry to say that would be the only option as a replacement at this time. As for a refund, that would have to be obtained through the place of purchase within their allotted return window.Please take note of your case number for your future reference: N2406024436-0012.
  
  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: 03/14/2025

   
  Complaint: 23063477
  
  I am rejecting this response because:

  ASUS is not honoring its own warranty terms by offering a recertified replacement instead of a new replacement, despite the clear failure of the previous repair.

  
  ASUSs own warranty policy states:
  "If the Product fails during normal and proper use within the Warranty Period, ASUS will repair or replace the defective parts of the Product, or the Product itself, with new or reconditioned parts or products that are functionally equivalent or superior to those originally supplied."

  
  Since my original laptop was new, a recertified replacement is neither functionally equivalent nor superior to my original purchase. A used/refurbished unit is a downgrade, and ASUS has failed to justify how this meets its own warranty terms.

  
  Additionally, ASUS's warranty clearly states:
  "This Warranty applies only if the Product was newly manufactured on the Date of Purchase and not sold as used, refurbished or manufacturing seconds."

  
  My original laptop was sold as new, so I am entitled to a replacement that is also new. ASUSs refusal to comply is a clear violation of its own warranty commitments.

  
  I have already filed complaints with the FTC, my State ************************* and other consumer protection agencies regarding this matter.

  
  I request a clear response: Will ASUS provide a new replacement unit as required under its warranty terms, or is ASUS officially refusing to honor its warranty? If ASUS refuses, I expect a detailed written explanation justifying how a recertified unit is functionally equivalent or superior to a new product under ASUS's own warranty policy.

  
  I expect a direct response to this question. Please confirm how ASUS intends to proceed.

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

  Business Response

  Date: 03/18/2025

  Hello ******* *******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from. However, a recertified replacement is in terms of the manufacturer warranty. We are offering to provide a fully tested replacement device. Once your device has been received at our facility, then our technicians will send you the recertified replacement. As the warranty policy states "repair or replace the defective parts of the Product, or the Product itself, with new or reconditioned parts or products that are functionally equivalent or superior to those originally supplied." The recertified replacement would be functionally equivalent to the originally supplied device.Please take note of your case number for your future reference: N2406024436-0013.
  
  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: 23063477
  
  I am rejecting this response because:

  I did not buy a used or recertified product, I bought a brand-new laptop, and I will not accept a recertified replacement.
  ASUS already failed to repair my original device, and Ive been dealing with persistent blue screen errors since the beginning. They couldnt even identify or fix the issue, so theres no reason to believe a recertified unit wont have the same or new issues.
  At this point, I dont trust the brand anymore and dont want a recertified product from ASUS.
  I will only accept a brand-new replacement.
  Why cant ASUS provide a clear explanation for why a new replacement isnt an option after failing to fix my laptop?
  Im waiting for ASUS to make this right.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RMA # USKVT20443. I sent in my gpu with the asus provided label and they're saying they didn't receive it yet tracking says delivered. They're not doing anything about this.

  Business Response

  Date: 03/14/2025

  Hello ***** May,
  
  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 your device seems to not have been delivered to our facility, but a different address altogether.
  
  I have reached out to our back office team to see if we might be able to get a claim filed with ***** since the device is showing to have been delivered to the incorrect address. If a claim is filed, the standard turnaround time for ***** to complete their investigation is ***** business days. I sincerely do apologize for the inconvenience that this situation has caused you.Please take note of your case number for your future reference: N2502009078-0024.
  
  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: 23061933
  
  I am rejecting this response because:
  Alright please get this done
  Sincerely,
  
  ***** May

  Business Response

  Date: 03/18/2025

  Hello ***** May,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I have received confirmation that our back office team is working on getting that claim started with *****. Once that is underway, we will be more than happy to let you know.Please take note of your case number for your future reference: N2502009078-0025.
  
  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:03/13/2025

  Type:Billing 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 to reset my Asus router, and had to set up my app again. When I tried to bind my Asus account, it would not let me, after attempting to change the password and try again it still would not go. When I tried to sign into my asus account on my **********************, I got a notice that my account was blocked.I do not have the time nor the patience to deal with idiots from customer **********************. I kindly request that you either unblock my account so I can delete it, or you delete my asus account outright. I will not have my personal information held hostage. You have until 1 month, 4/13/2025, from today, 3/13/2025, to delete my account, or I will have no choice but to report Asus *** to the *** and my local state attorney general and get the government involved in this matter. Take Care,

  Business Response

  Date: 03/13/2025

  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 do understand where you are coming from. We can certainly have your account deleted. In order to do so, the following information should be provided to ******************************** to remove account information:
  Country*:
  First Name*:
  Last Name*:
  Asus account :
  Email*:
  Once sent to them, it will take about 30 days for your information to be completely removed.
  Please take note of your case number for your future reference: N2503016303-0001.
  
  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: 03/14/2025

   
  Complaint: 23060306
  
  I am rejecting this response because this solution did not work. I got an email telling me to go to a link at *******************************************************. I then have to sign in to request the deletion of my account. But I CAN NOT sign in, as I get the "System detects data security issue, your account has been blocked. Please contact customer hotline **********************." I know that customer support will be useless, as I did my research and found many people in similar situations where the Asus customer ********************** *** was unable to understand that they could not even sign in, so nothing can be done on the clients ( our ) side.

   

  YOU WILL HAVE TO DELETE MY ACCOUNT ON YOUR END YOURSELF. You have until 4/13/25 to delete my account or I will unfortunately have to reach out to my attorney general and the *** to force you to comply. 
  

  Business Response

  Date: 03/18/2025

  Hello ***** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I am sorry to hear that you are not able to get logged in to have your account deleted. I have reached out to our technical team to see if they would be able to get that completed for you. They typically get back to me with 1-2 business days.
  Please take note of your case number for your future reference: N2503016303-0002.
  
  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: 03/24/2025

  I recently opened a complaint regarding not being able to login to my account, which states "System detects data security issue, your account has been blocked. Please contact customer hotline **********************." I know that customer support will be useless, as I did my research and found many people in similar situations where the Asus customer ********************** *** was unable to understand that they could not even sign in, so nothing can be done on the clients ( our ) side. I am still waiting to have an Asus *** delete my account, as I am unable to login to request a deletion due to Asus's security blocking me from logging in. I am opening this as it appears the last complaint auto closed. You have until 4/13/25 to delete my account before I take government action to resolve this issue. It should not be this difficult to delete an account.

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/10/2025, I attempted to ask an ASUS customer ********************** representative for help with a connectivity issue. Despite the fact that ASUS has its U.S. headquarters in **********, and I am also in **********, I was, as usual, shunted to a representative in the ***********, to a man speaking broken English and unable to answer my straightforward questions.When I asked if I could speak to a representative in the ***, I was told that I could not. When I asked why not, his answer was worded in such a way that I could not understand it, and I told him that I did not understand. He then made a second attempt to answer, but this time he just said, "Because we are global." Wow. So I reminded him that the USA is obviously part of that global idea and that there is an ASUS headquarters located in *******, ** . The representative had no response to this, and then he just hung up the phone.This, of course, has become a common-place experience for Americans attempting to divine customer ********************** from any large company, from ASUS to ***************************** It is a sign of a deeply unprofessional and blatantly corrupt people who do not wish to provide clear and efficient customer ********************** by employing American-born men and women who are well-versed in every aspect of troubleshooting for their respective services.

  Business Response

  Date: 03/11/2025

  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 negative experience you have had with our support team. I certainly understand how aggravating that can be. That is not the type of excellence that we strive for.
  
  We do appreciate you taking the time to write in to us. Receiving feedback from our customers is very important to us. We do have multiple support sites around the world in order to assist all of our customers from all over the globe.Please take note of your case number for your future reference: N2503012548-0001.
  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:03/10/2025

  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.

  Purchased laptop with 3 year extended warranty with accidental damage protection. Paid over $2,200 Laptop had several issues at time of RMA - Speakers sounding horrible, laptop would not boot to windows (Blank screen), screen made clicking noise when opening and closing it, bottom bulged out causing machine to not sit flat on a table. Theres were all made perfectly clear in my RMA - USPCT21890. Repair facility flat out refused to acknowledge the screen noise or bottom issue even though I contacted them several times to verifty those repairs were also being made. I was lied to, assured they were being addressed, and then finally the last supervisor I spoke to admitted that the issues i was concerned with were not addressed and told me once I received the computer back, i needed to send it back to them. BUT... it was subject to some incompetant repair tech stating that my issue is from physical damage, at which point it wouldnt be covered. I PAID FOR ACCIDENTAL PROTECTION COVERAGE!!! Their selling point is accidental drops, spills etc would be covered no questions asked. I had NONE of those problems and they want to tell me I could be charged for a repair?? Not only has this company scammed me out of 2k for a laptop, but the extra $200 plus for the nonexistant warranty isnt being honored. Waste of time even trying to contact someone that can make anything happen, and Im definitely not the only one with issues. If this isnt resolved here I will be contacting my lawyer.

  Business Response

  Date: 03/11/2025

  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 issues you have endured regarding your device. I certainly understand how aggravating that this can be. I am happy to help.
  
  I do understand where you are coming from. However, I am sorry to say that per the terms of the warranty, we would need to have another order set up to have your device properly ***********************. If you do decide to go this route, I would be more than happy to get that set up for you and provide a prepaid shipping label. As for any physical damage, as long as you do have ADP you would be able to use it to cover any charges regarding that. You would receive an email from our facility with a quote for the cost of repair for the physical damage. However, there should be an option in that email to use the ADP.Please take note of your case number for your future reference: N2502022977-0015.
  
  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: 03/11/2025

   
  Complaint: 23042897
  
  I am rejecting this response because:
  As I have outlined in the complaint, and explained to customer ********************** representatives along with supervisors, the computer was JUST at a repair facility, where these problems were clearly stated by me in my original RMA, but not addressed while the computer was at the facility.  I contacted ASUS several times during the time you had possession of my computer to make sure my concerns were addressed. Each time I was assured they would be, only to find out that even though they were acknowledged, they were not repaired. Why should I have to go without my computer a second time to get something repaired that I brought concerns about the first time? This is clearly a display of ASUS's disregard for their customers time, and the stress caused by being without a valuable piece of technology.  Unacceptable!
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/12/2025

  Hello **** *******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I completely understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. With that being said, we are more than happy to set up a repair order to have your device repaired under the terms of the warranty. If you'd like to go this route, I can certainly set up the order and provide a prepaid shipping label.Please take note of your case number for your future reference: N2502022977-0016.
  
  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,**** *****************************************************************************

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23042897
  
  I am rejecting this response because I believe I have made it very clear that I can not be without my computer again. I utilize it every single day, and I have no other means to replace it. Currently,  I need it for an ongoing court case that I had to request a continuance for while your repair facility had it the first time. I will not be granted a second continuance, and that's understandable. You had my computer because I requested it be fixed. I was without it for over 2 weeks, only to receive it not completed. I should not have to deal with the repair process a second time, especially when my concerns were verified but ignored the first time. Sending this computer out a second time without another in it's place it's unacceptable.  I am also still waiting for the emails I was promised on several occasions with in depth details. I'm not holding my breath. I love ASUS products. The customer ********************** and repair process most definitely needs work. Let's also not forget that this computer is in excellent condition. Its not fair to me to spend good money on a computer,  and then spend more money on a warranty guarentee for 3 extra years, and then not be able to have issues fixed when requested the first time. What's the point of the extended warranty?? 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/06/2025

  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 a brand new pc from I buy power in 2023(invoice included), the product had a Graphics Processing Unit or gpu manufactured by ASUS. ASUS has always offered 36 month manufacture warranty on their GPUs. I went to reach out to request repair about my unit being defective. After a week i finally got word back and was told to upload the serial number and the invoice, which i did. Today I received another email saying the recommendation from the higher resolution group decided that the warranty only should last 12 months. This is a blatant disregard per their own policy and my rights as a consumer. I didnt purchase a warranty for the exact reason that i was informed of this 36 month manufacture warranty that should 1000% cover my issue. I believe ASUS and the repair center are trying to make rules up as we go and according to IBuyPower and ASUS agents the unit should be covered and my warranty date be changed. According to their system the warranty on the gpu expired in August of 2024, in that case I would of have had the unit for only a year and one month, well short of the 36 month warranty I was promised. Per their policy on their website it states the warranty date starts when the product is purchased from the end user which is me. Even if I wanted to buy a new GPU I couldnt, they are sold out everywhere and prices artificially inflated by companies like this who merely only want to take in as much without giving anything back. I feel helpless and cheated out of what I am entitled to with my purchase, all I am asking is to exchange this faulty gpu or repair it under warranty as it should be.

  Business Response

  Date: 03/07/2025

  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 are experiencing issues with your GPU. I certainly understand how aggravating that can be.
  
  I do also apologize for any confusion that this situation has occurred. For GPUs purchased directly, you are correct in stating that the standard manufacturer warranty does last 36 months. However, ASUS Components (i.e GPU or MB) that are in pre-built PCs will come with a 1-year warranty. This information should have been included by your place of purchase (BUYPOWER, CyberPower, ***************).
  
  With that being said, if you decide to have your device sent in to our repair facility, we can provide a prepaid shipping label and then offer a 25% discount on the repair.
  Please take note of your case number for your future reference: N2503002920-0007.
  
  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:03/06/2025

  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 monitor to Asus for repair under warranty, using the shipping label they provided. I followed all of their instructions, and I have proof of shipment, including a ***** receipt and tracking information.After weeks of waiting, Asus requested additional proof, including my original purchase receipt, which I provided immediately. Despite complying with all their demands, Asus has now responded that since ***** denied the claim, there is nothing further they can do.This is absolutely unacceptable. Asus provided the shipping label, meaning they assumed responsibility for the packages delivery. If there was an issue, it is their duty to resolve it with ******** to push the problem onto me and refuse to honor their warranty.Instead of taking accountability, Asus wasted weeks of my time, asked for more documentation, and is now simply refusing to do anything. This is a blatant failure to honor their warranty obligations and an unfair business practice.

  Business Response

  Date: 03/06/2025

  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 device does not appear to have been received at our facility. I certainly understand how aggravating that can be.
  
  I am sorry to say that with the claim being denied by ***** and the invoice showing that you provided shows that the device was purchased from a third party unauthorized reseller, unfortunately we wouldn't have any other options available at this time. I promise that if we did, we would happily go over them with you. I sincerely do apologize for any inconvenience that this situation has caused you.
  Please take note of your case number for your future reference: N2411028506-0015.
  
  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,**** *.ASUS CEO Department

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23027823
  
  I am rejecting this response because:

  ASUSs response to my complaint is completely unacceptable and factually incorrect. ASUS is now attempting to retroactively deny my warranty after already confirming my eligibility and issuing a return label, which I used to send in my monitor for repair.

  
  Here are the undisputed facts:
  ASUS Verified My Warranty Eligibility Before Issuing a Shipping Label
  Before I shipped my monitor, I provided ASUS with the serial number, and ********************** confirmed it was eligible for warranty service.
  ASUS then issued a shipping label for me to send in my monitor for repair. I Used ASUSs Provided Shipping Label, and ***** Confirmed Delivery. I followed ASUSs exact instructions and used the prepaid shipping label ASUS provided. ***** tracking confirms that the package was delivered to ASUSs facility.

  ASUS is Now Changing Its Story After Losing My Monitor, ASUS had no issue processing my warranty claim until my monitor went missing.

  After weeks of delays, ASUS is now falsely claiming my purchase was from an unauthorized reseller to avoid responsibility.
  This is false. My monitor was purchased through Amazon Resale, which is still Amazon. ****** is a major, legitimate retailer, and ASUS has no valid reason to deny warranty coverage based on this purchase.
  If ASUS truly believed my purchase was ineligible, why did ASUS approve my claim, verify my serial number, and issue a shipping label in the first place? This is a clear case of warranty fraud and deceptive business practices. ASUS cannot retroactively deny a warranty claim after confirming eligibility, accepting a product for service, and then losing it.

  
  I demand that ASUS immediately resolve this issue by either locating my monitor or providing a replacement. If ASUS refuses to take responsibility, I will escalate this matter further.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/10/2025

  Hello ****** ********,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope you had a wonderful weekend.
  
  I do understand where you are coming from and sincerely apologize for any inconvenience that this situation has caused. As our facility is stating that they did not receive your device, that does severely limit the options we would have available. However, we are still looking to see what we can do going forward.Please take note of your case number for your future reference: N2411028506-0016.
  
  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,**** *****************************************************************************

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23027823
  
  

  To the Better Business Bureau and ASUS,

  At this point, its clear that ASUS has no intention of resolving my issue in a timely or responsible manner. Despite my full compliance with ASUSs warranty process and providing all requested documentation, I am left without my monitor and without any solution from ASUS.

  Here are the key facts:
  

  ASUS confirmed my warranty eligibility before issuing a shipping label.
  

  I used the prepaid shipping label provided by ASUS to send my monitor in.
  

  FedEx tracking confirms that my monitor was delivered to ASUS for repair.
  

  ASUS is now claiming they didnt receive it and has failed to take any real action since then.

  This is not just a failure to resolve my issue; it is a failure to take responsibility for the situation ASUS caused. I am dissatisfied with ASUSs complete lack of urgency or action. Their responses have been vague, repetitive, and dismissive.

  
  It is clear that ASUS has failed to act in a consumer-friendly manner, and at this point, I am done wasting time with this process. If ASUS continues to ignore this situation, I will pursue further action, including filing complaints with the ***, seeking legal action, and contacting my states Attorney General.
  ASUS has shown it cannot be trusted with warranty services, and their lack of customer care is appalling.

  
  Case Number: N2411028506-0016
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/27/2025

  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 a case on ******. I found there are scratches on side glasses. I want to get new side glasses and request to ASUS. It has been 2 months but I received no messages. Every time I asked for the procedure, they say it will be updated soon. This time the customer ********************** even says I can't get help from them even though I bought a ASUS product and registered it on ASUS cause I bought it from ******.

  Business Response

  Date: 02/28/2025

  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 your case with scratches on it. I certainly understand how aggravating that can be. I am happy to help.
  
  When looking at the case, are the scratches on the left or right side? I'd be happy to see about getting a replacement sent out to you.
  
  I do look forward to hearing back from you.Please take note of your case number for your future reference: N2501040534-0012.
  
  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:02/24/2025

  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 paid roughly ******* Dollars for a ASUS 360 HZ monitor. I received the monitor as damaged and wanted ASUS to cover me under my warranty. I contacted ASUS customer ********************** where multiple agents said I was covered under warranty and I was eligible for an advanced replacement. Ffast forward to the ***, they changed the status from "replacing parts" to "Your quotation is undergoing further review". They are trying to make me pay for something that's under warranty for me. Then I contact them again and they say my warranty isn't active, then when I show them proof they resort to another tactic which is "your warrently doesn't cover damage". I am frustrated and at this point its been months since I contacted them and they refuse to offer me a solution. I will not settle for anything but a repair or a full replacement/refund.

  Business Response

  Date: 02/25/2025

  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 troubles you have experienced regarding your RMA. I certainly understand how aggravating it can be. I am happy to help.
  
  I am sorry to say that physical damage is not covered under the terms of the manufacturer warranty. Our records are indicating that the device was purchased from ****** in February of 2022. If you had received your device damaged from the time of purchase, we would have recommended to have the device returned through the place of purchase. If you do feel that this is incorrect, we kindly request that you send over a valid copy of your purchase invoice. Otherwise, we could certainly look into having a 25% discount applied to the quote that you received for the cost of repair on your device.Please take note of your case number for your future reference: N2412028695-0034.
  
  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: 02/25/2025

   
  Complaint: 22983876
  
  I am rejecting this response because: Amazon  will not accept a return/refund 3 years after the fact, so I will not accept this resolution. Thought it does  not cover  physical damages, that happen under the manufacturer, which the warranty does indeed cover. Since it was a manufacturing issue and not a consumer issue, ASUS is obligated by their warranty contract.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/26/2025

  Hello **** *******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from. When I review the records on the account, I do not show any correspondence prior regarding the damage that you are referring to. Just for clarification, you are stating that you have had this device for 3 years with this damage but had not reacehd out to us regarding it until recently?
  
  As for the advanced replacement options, notes on the account are showing that was being looked in to for the base stand for the monitor. I do apologize for any inconvenince that this situation has caused you.Please take note of your case number for your future reference: N2412028695-0035.
  
  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: 02/26/2025

   
  Complaint: 22983876
  
  I am rejecting this response because: though you claimed that the replacement was for the base of the stand, I specifically asked your agents regarding the monitor and not the stand. You have been  misrepresenting the facts of this case and have disregarded your commitment to your warranty policy and business ethics. Though I've had this monitor for quite some time, I thought I was unaffected by the damages until recently. When they started to affect my gameplay, that  is when i decided to take action to *** this. Your support staff has repeatedly contradicted themselves by promising multiple resolutions that were not "within" the warranty. Due to the fact that I'm still within my warranty and that I've been communicating with your team for months, ill accept nothing less than a full replacement/repair or a newer model.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/21/2025

  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.

  Subject: Complaint Against ASUS for Warranty Violation To Whom It May Concern,I am filing a complaint against ASUS for failing to honor their manufacturer warranty on a defective product. I purchased a brand-new ASUS motherboard, which arrived with physical damagespecifically, a dented PCB near the back panel I/O ports.Despite providing ASUS with clear documentation, including unboxing evidence and proof of the motherboards condition before shipping it to their Service Center, ASUS has refused to honor their warranty. This refusal violates ASUSs own published warranty terms as well as Washington State lemon laws.ASUS has engaged in the following deceptive practices to avoid fulfilling their warranty obligations:1. Denying Warranty Coverage: ASUS falsely claims the motherboard is not covered, contradicting their own published warranty terms.2. Misattributing Damage: ASUS asserts the damage was caused by me, despite clear documentation proving otherwise.3. Obstructing Communication: ASUS support has repeatedly dropped my calls or pretended they cannot hear me.4. Ignoring Proof of Return: Despite confirmed shipping, receipt, and acknowledgment by ASUSs Service Center, they claim they never received the motherboard.I request a resolution in the form of a replacement or repair of the defective motherboard at no cost, in accordance with ASUSs manufacturer warranty. If ASUS fails to resolve this matter promptly, I am prepared to escalate this complaint to the *****************************************, the Better Business Bureau, and any relevant federal agencies for further investigation.Please address this matter urgently.Sincerely,**** **** ********************

  Business Response

  Date: 02/24/2025

  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 troubles you have experienced regarding your device. I certainly understand how aggravating that can be. I am here to help.
  
  Thank you for providing those photos and your invoice. It is very much appreciated. While the terms of the manufacturer warranty do state that physical damage would not be covered, I am more than happy to see help in anyway that I can.
  
  Typically if a device is received in the original box with physical damage, we would recommend working with the place of purchase to see about having it replaced, or possibly filing a claim with the courier if there was damage to the box that it arrived in. The issue that we are running in to is that the invoice that you provided shows that the order for your device was placed on November 28, 2022. With that being said, it would seem that you had been in possession of this device for over 2 years without any contact regarding the damage. Because of this, I am sorry to say that the physical damage would not be able to be covered under the terms of the manufacturer warranty.Please take note of your case number for your future reference: N2502013799-0017.
  
  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,**** *****************************************************************************

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22974390
  
  I am rejecting this response because per ASUS Global Motherboard warranty terms as obtained from ASUS, physical damage out of the box is not excluded from the manufacturer's warranty, only customer-induced damage on route to shipping. Given the manufacturer's warranty terms, I am looking for a replacement or repair and zero to little cost. 

  If this issue is still not resolved appropriately as requested above, I will be taking the appropriate steps to pursue this in small claims court and file the appropriate complaints to FCC. 

  Sincerely,
  **** ****

  Business Response

  Date: 02/26/2025

  Hello **** ****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are cmoing from. However, our records are showing that the device was purchased on November 28, 2022. With that being said, any returns would typically have to be done within the first 30 days of purchase. I do se that our facility is working on having a discount applied to the current order as a courtesy.Please take note of your case number for your future reference: N2502013799-0022.
  
  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: 02/27/2025

   
  Complaint: 22974390
  

  Hi ****,

  I am rejecting the response provided, as I was informed by the Service Center team that the repair discount, along with all repairs to the motherboard, has been placed on hold until further notice.

  Additionally, I was previously promised a total repair cost of approximately $100, but I have not yet received a formal invoice or email confirming this quote.

  I would appreciate it if you could honor the promise made regarding the reduced repair cost for the motherboard. If you are able to do so, I am willing to move forward and accept this as a fair resolution.

  Could you please provide clear and actionable next steps regarding this matter, including a final, confirmed invoice and the status of the repair discount?

  Thank you for your attention to this matter. I look forward to your response.

  Sincerely,

  **** ****