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:12/08/2022

  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 submitted a support ticket for qty 5 Asus network adapters on November 19. Ticker number N2211026259-0005. I've jumped through all the hoops Asus has asked and spent many hours troubleshooting this problem.Three times now Asus has just followed up with "We are currently working with our **************************** to determine the best next steps for resolution. You will receive a follow up within ***** business hours."It has now been twenty days with Asus not communicating any meaningful efforts on their part to resolve this issue.

  Business Response

  Date: 12/16/2022

  Good Morning,

  
  I understand your frustration and the inconvenience that you have gone thru with
  your 5 adapters and finding out why your are having these issues.  I also want to
  thank you for your patience as we continued to ask for more information as we were
  trying to get the the bottom as to why you are having these issues.  It looks like the last
  information that was requested from the Technical Support Team was sent from you on the
  9th and forwarded to them on the 13th.  They are going to try to see if they can duplicate the
  same issues you are having.  It does usually take them 3 to 5 business days to update us once
  it goes to the Global Technical Support Department.  But I will be following up with them and
  should have some update Monday.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18546791
  
  I haven't received any follow-up to resolve the issue thus far.  I'll await hearing from them on Monday as ************ has stated. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 12/21/2022

  Dear *************,
  
  
  Good Morning,

  
  Thank you for your patience as I know It was longer than expected for a reply.
  This is the following reply received.  

  
  We are working with the 3rd party chipset vendor on the issue now. may help verify the following:
  
  1. Which slot should the network card be inserted into (PCIe 3.0 x4/PCIe 2.0 x4 )?
  
  2. In addition to the network card, is there any other device plugged into the PCIe slot?
  
  3. Is the built-in network card of the computer turned off?"
  
  If you have any further questions, comments and/or concerns, please do not hesitate to let me know. It will be my pleasure to assist you directly. 
  Thank you for choosing ASUS and I hope you have a wonderful day!
  
  
  Sincerely,
  **************
  **************************************************

  Customer Answer

  Date: 12/21/2022

  Complaint: 18546791

  To answer your questions...

  
  1. Which slot should the network card be inserted into (**Ie 3.0 x4/**Ie 2.0 x4 )?              The ill behavior can be seen with the Asus network card installed in either **Ie 3.0 x4/**Ie 2.0 x4
  
  2. In addition to the network card, is there any other device plugged into the **Ie slot?       Nothing else in plugged into the same **Ie slot of which the network card is inserted.
  
  3. Is the built-in network card of the computer turned off?"                                               The ill behavior can be seen with the motherboard integrated network controllers enabled or disabled.
  
  

  I've already spent 3-4 hours troubleshooting this issue and I've already shared all the exhaustive troubleshooting steps I've undertaken.  E.G. My very first communication with Asus I already shared the problem exists with the Asus network card installed in either **Ie 3.0 x4/**Ie 2.0 x4.  This behavior exists in more than one ** ***** Workstation T7910 and **** Workstation T3610) which are different generation ***** chipsets even.
  
  Your Asus staff stated in email that they wanted to test this issue in Asus' computer lab and I offered to ship all five of these cards to Asus for your staff to do that.  I have responded to that in my two previous communications and yet Asus' response each time has subsequently ignored moving forward with that.  I've already communicated the other persons on internet forums that share the same ill behavior from some of these cards and it's no exaggeration that I've spent 3-4 hours doing exhaustive troubleshooting for Asus.  My last two communications I explained the Asus network card is PRESENTLY in it's ill "engineering state" and asked that your staff call me (AGAIN MY PHONE NUMBER IS ************) and remote control the ** firsthand themselves.  This also is being ignored.  It's unreasonable for Asus to not follow through on what Asus suggested and Asus not to make an effort to call me to troubleshoot especially given how much I've bent over backwards to troubleshoot on Asus' behalf. 
  
  Asus not being able to discern the firmware on this v2 rev 3 revision of Asus network controllers and possible firmware updates to this v2 rev 3 revision is ludicrous given the nature of these ill behaviors and extreme likelihood that these ill behaviors are associated to the firmware and/or component changes Asus implemented to this specific v2 rev 3 revision of the circuit boards.
  
  I ask that I ship these five Asus network controllers to your Asus lab address and Asus ship me five replacements in the meantime ESPECIALLY if the replacements can be a different hardware revision because thus far all the evidence points to the possibility that these two ill behaviors were not seen with the earlier hardware revisions of this controller.  If Asus and Marvel are unwilling to meaningfully troubleshoot the firmware and **B revision on these v2 rev 3 revision cards then it's completely appropriate to at least test to prove that a different revision of these controllers does exhibit these two ill behaviors.
  
  
  

  Business Response

  Date: 12/22/2022

  Good Morning,

  
  Thank you for this information, I have forwarded to the Technical Team
  along with your phone number and all your notes regarding everything
  you have done before.  I understand your frustration and I want to help
  get this resolved for you.  I will update you as soon as I get a reply.
  Due to the Holidays it will probably not be until the beginning of next 
  week.

  
  Have a safe weekend.

  Sincerely,

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

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

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18546791
  
  I appreciate that and accept that the technical staff will not call me until after Christmas.  I appreciate you moving things forward towards resolving this.  Merry Christmas.

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

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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.

  My computer is under warranty and keeps randomly shutting down. I had a previous service request for a display issue, but I was able to fix it with a cooling pad and reinstalling drivers. I couldn't figure out how to cancel request, so I didn't think much of it. Now I'm trying to request a repair on a whole new problem I can't get anyone to help. I keep getting the message a rep will be in contact in ********************************* even though I have tried multiple times over the past several weeks. I've tried calling, chatting, emailing, but I can't seem to get past the request for the serial number. I'm in desperate need of help to facilitate my repair!

  Business Response

  Date: 12/09/2022

  Hello,
  
  We are sorry to hear that you have had so much trouble in getting an *** to send your notebook in for repair. 
  
  We will be happy to create an *** for you.
  
  To create the *** we will need the serial number (SN) of the device. Once we have that, we will create the *** and send you the *** instructions and prepaid shipping label. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18536572
  
  I am rejecting this response because:

  I sent an email with the information requested, but was told I needed to send it through BBB for documentation purposes. I'm not sure it's a good idea to share my computer's serial number on a public forum. I did share all emails with ASUS to the BBB; hopefully, that is the documentation needed. I have made complaints with other companies in the past that have been resolved with emails and phone calls, so it's odd that I'm being required to communicate through the BBB. I will continue to reject the company's response until a repair ticket and shipping label is provided.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/19/2022

  Good Morning,

  
  Thank you for the information,  I have started the *** process for you.  I
  do apologize that this wasn't done sooner.

  
  Your unit is currently in warranty through 6/12/2024. We are issuing a
  Return Merchandise Authorization (***) number USPCNC2924 for your unit to be shipped in to our
  Service Center for repair. You will receive an email with the instructions and Label from ***** shortly.
  Please ensure that you carefully review the *** instructions and checklist provided. You
  will need to complete the checklist that will be provided and include the checklist inside
  the box with the product when you send in your unit to our Service Center. Please ensure
  that you write the *** number along with ASUS Repair Center visible on the outside of
  the box.
  Our repair disclaimers will be included in the email you receive. Please ensure you
  carefully read through these disclaimers prior to sending your unit in for repair. Pay
  special attention to the information that pertains to ***************** **** Loss,
  Accessories, and Packing Instructions.
  You will receive repair status updates via email during the repair process unless you opt
  out for email notices. Repair status can also be checked using your *** or Serial number
  on our website. If you do not receive the expected email, please check your junk/spam
  folders.
  Standard repair time is approximately **** business days, not including weekends or
  shipping time. Please note the global outbreak of the coronavirus may result in delays
  that impact repair times, due to part availability and staffing limitations. Impacts depend
  on the product and the specific repair issue. We will do everything possible to get your
  product back to you as soon as possible. Were sorry for any inconvenience caused.
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 12/20/2022

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

• Initial Complaint

  Date:12/06/2022

  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.

  Back on May 21st I bought the ****STRIX-RTX3080-O12G-*** for **** dollars for a new computer build. After getting all of the pieces and finally putting the pc together it was discovered my gpu was faulty it would have a static screen upon launch that prevented me from getting into my bios unless going through a motherboard connection. Upon discovering this I reached out to Asus to get help with repairs. During this process when it was in their facilities I hadn't heard anything from them about what was wrong with it until receiving an email saying they had sent me a replacement. The replacement was not the same model card and after a few days of use turned out to have the exact same problem. Reaching out again they wanted to have me instead of doing a normal *** they wanted to do an advanced replacement. Since then I have had chains of various confusing and contradictory emails leading to the *** getting cancelled twice now once because I wasn't sent an email to give them the authorization hold and a second time because the authorization never fully processed on their end. Now they're telling me they don't have a replacement anymore and I can either do a traditional *** or check back in 2 weeks to see if they have stock again. When bringing up my concerns all they tell me is that it's been elevated but I never get full answers to any of my questions. I've been dealing with this issue for I believe close to 3 months now to no avail.

  Business Response

  Date: 12/12/2022

  
  Hello,
  
  We are sorry to hear that you have had problems with repairs and have been unable to get updates on your ****. 
  
  Your replacement has been shipped, ***** tracking # ************, scheduled for delivery 12/13/2022.
  
  Once your replacement has been received you will have 14 days to return the defective board to prevent the charge hold from becoming a charge. 
  
  Kind regard,
  ****************
  ****************************************************** us why here...

• Initial Complaint

  Date:12/06/2022

  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 march, I bought a g733zw laptop on microcenter, a authorized distributor of asus.on september, its screen starts to have light leak.I sent them for repair on october, RMAUSPCNA0539 but they post the problem as overheat and didn't do any repair.I immediately send a second ***************, this time they claim they fixed the problem, but the screen still shows a light leak, better than first time but problem still persists.On third time, USPCNB2399, they first claim the laptop is doing ok, then after I reach out, sent me a deceiving email said we are going to replace screen, then after 1 week, sent email to me claiming the laptop is no problem, and sent it back to me despite my contacts with them.(however they claim it's fixed on rma form)After opening my package yesterday, I found the laptop was damaged on the corner, however the shipping box has no damage, it is obvious the repair center intentionally damaged the laptop to disgust me. I'm very disappointed, my first personal laptop with asus was a k43sv, and the warranty service was simply great, but this time, I can't believe they were asus.

  Business Response

  Date: 12/09/2022

  Hello,
  
  This case is a duplicate of BBB ID ********. We have responded on that case. 
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:12/06/2022

  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 march, I bought a 2299$ G733ZW rog laptop from authorized asus distributor.On september it starts to having light leakage.On october, I requested my first repair, however they understand the problem as "overheat" and returned my laptop unattended.I immediately requested a second reppair, this time they understand the problem, but still didn't fixed it, They claim to have replaced the lcd screen and solved the problem, however, the problematic area are the same, even though the problem is reduced, It was not resolved.On third time, they first claim the unit to be alright, after I contacted them and showed the problem, they shoot me a second email claiming they are going to replace the screen again. However 1 week later they emailed me again that they find no problem with the screen and shipped it back in 2 hours despite my effort to contact them.However, on the paper that they gave to me, they replaced the screen.The disgusting side however, is they simply cracked the corner of my laptop. The outer shipping box is undagamed, it is obvious the repair center damage my computer on purpose as I insist on my right to get warranty repair.I'm truly disappointed with ASUS when they try to intentionally damage my laptop. I had my first laptop in life with asus, a good old K43SV, but still, they try to use such deceptive strategy to not honoring their warranty. Disgusting.

  Business Response

  Date: 12/09/2022

  Hello,
  
  We are sorry to hear that your notebook was received with new damage after repairs.
  
  We have created a new ************** to have the device sent in again under warranty. Prepaid shipping has also been emailed to you. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18529016
  
  I am rejecting this response because:
  Complaint: 18529016
  
  
  First of all, you are providing an *** that's already completed, I received my damaged laptop from that ***, which is the exact reason I came here.
  I see another *** given to me earlier but I really cannot trust *********** center anymore for following reasons:
  First time they didn't identify the screen problem. Second time, they seems to use the same screen and claim they replaced it (no other reason can explain why the problem persists in exact same screen pattern but just reduced)
  On third time, you guys first emailed me that you can fix it by replacing screen, and then *********** center emailed me the day before shipping that they don't see problem, despite my various contacts, they ship the damaged laptop and claim on the *** paper that "they fixed the problem". Is it communication problems? or you don't have much control over *********** center? I don't know, I only know you did mess me up with conflicting information.
  After I realize the laptop is damaged, I also tested your packaging, it is apparent we cannot damage the laptop without hitting the box. this laptop damage feels like someone is throwing it against the wall.
  One more thing that offended me is that during the first 2 repair, regardless they identified the problem or not, they didn't try to format my computer, however during third repair, they formatted my computer. Clearly they were trying to give me problem, not solving the problem. If you want I can find the system activation time to see if my claim is true.
  Despite the above reasons, I'm not comfortable enough to trust *********** center, I really don't know what they can come up with next.
  I would like to request a replacement of same refurbished, or equivalent. (or let me pay the difference for another model)
  
  Sincerely,
  
  Haoran Shan
  
  Sincerely,
  
  Haoran Shan

  Business Response

  Date: 12/19/2022

  Good Afternoon,

  
  I understand your frustration and the inconvenience that you have gone thru
  with the 2 RMA's that you have had so far.  I can see that we have opened another
  RMA so that we could rectify this issue that you are having at this time.  We would 
  like to have you send in the unit so that we can one of our technicians look at it and see
  if it can be repaired and if it can't then we can look into a replacement at that time.
  Please use the email instructions and the label that was provided to you so that you
  can get this issue resolved.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:12/02/2022

  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.

  11/19/2022 bought new ASUS Strix z790-E motherboard from Microcenter. It didn't work correctly. I contacted manufacturer and went through all troubleshooting steps. Troubleshooting did not fix the issue. I told them I want a replacement as outlined in the warranty. They have been avoiding me since. All my attempts to contact the company has resulted in them telling me to wait ***** hours. I contact them back after 96 hours and they tell me to wait for 2-5 more days. It keeps happening.

  Business Response

  Date: 12/05/2022

  Good Evening,

  
  I understand your frustration and the inconvenience that you have been going thru to get your motherboard
  fix/replaced.  I apologize for the delay in response that you have also had.  I will be happy to assist you.  I see that
  the same day that you filed this complaint you also reached out to the *** Department and you were being assisted
  by one of the specialist from there that was able to set up a Advanced Ship - New In Box replacement for you.  I am
  showing that the ************** was entered and that the repair facility is unable to find you a suitable replacement
  at this time.  They are asking us to check with you to see what other model will be acceptable.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 12/06/2022

  The following are acceptable replacements:
  ROG MAXIMUS Z790 APEX
  ROG MAXIMUS Z790 HERO
  ROG MAXIMUS Z790 EXTREME
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/09/2022

  Hello,
  
  While you have an open BBB complaint on this issue, we respectfully request that all communication go through the BBB portal for documentation purposes. 
  
  We do not have the three models you provided in stock so at this time we have requested a search for an upgraded model. 
  
  Kind regards, 
  **************** 
  **************************************************

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18513278
  
  I am rejecting this response because: still waiting on replacement 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/29/2022

  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.

  My ROG STRIX X570-E GAMING motherboard suffers an issue to boot up after 2 and a half years from purchasing new. I did some troubleshooting and have ultimately concluded the issue is with the motherboard itself and not any other components from my computer. They want 400 dollars to fix some button that is irrelevant to my issue. The button never came in the box when I purchased this but I didn't mind since you can still operate it with a pin or pen and I never had to use this "FLASHBACK" button ever. Once they fix it they will continue to repair the main issue at hand.I just want them to fix my motherboard under warranty without having to fix this irrelevant issue of a missing button.I've included 2 pictures plus a PDF chat I had with customer support.

  Business Response

  Date: 12/05/2022

  Good Afternoon,
  

  I understand your frustration and the inconvenience that you are having with your Motherboard and the *** process.
  I have gone thru all of your past cases and I would like to see if I can assist you further. 
  
  I noticed that no one really explained the *** with you so here is some information that I pulled regarding *** - Customer Induced Damage - Accidental Damage is any damage due to an unintentional act that is not the direct result of a manufacturing defect or failure, and is therefore not covered under the standard warranty of the Graphic Card/Motherboards. Such damage is most often the result of a drop or an impact to the any other part of the product which may render the device Non-functional.
  
  Here is a link that we have on asus.com what gives some information on graphic cards/motherboards they are under the same FAQ
  https://www.asus.com/US/support/FAQ/1045224.
  
  The *** will not be covered under the warranty for this replacement only, but the remainder of the warranty will remain, pending any other *** that is on the unit when sent in.  If you remove any parts or do any self repair while in warranty or take to a 3rd party tech while in warranty then that will void your warranty completely.
  
  I would also like to let you know that per the repair facility - being that the motherboard does not post we are not able to test the unit. The unit will need
  to be replaced.  So that is why we need to replace your unit.  Not because of the *** but due to it not posting, but the *** is the reason you are being charged this time for your ***.  As for the cost of the repair I will waive the Diagnostic fee and I can send you a shipping label for you to return your unit and then give a 45% discount as a courtesy on the repair.  
  
  To ensure compatibility with the ** and the games you are using I was wondering if you could tell me a few things, what was the games that you were playing when this issue started? Did you uninstall and reinstall the drivers?  I have attached a feedback form also that would be helpful in the repair process of your MB.  
  
  
  
  If you would like to proceed just let me know and I will get everything started for you again.
  
  
  Sincerely,
  ************
  **************************************************
  

  
  

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18479657
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/06/2022

  Good Evening,
  
  
  Thank you for responding back to my email.  I apologize that you didn't
  accept the offer of 45% discount and the waiving of the labor and shipping.
  Unfortunately one of the warranty exclusions are CID and we won't be able to cover you
  replacement for your MB.
  
  
  The maximum that we can offer is the 45% discount and waived Diagnostic fee at this time.  
  This would bring your total to $185.35 plus **.  We will be happy to start this RMA process 
  and email you a shipping label so that you can send in your unit.  Please let us know how
  you would like to proceed.

• Initial Complaint

  Date:11/29/2022

  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 bought a mother board from Asus, and I am blamed for the damage to the motherboard. I am over qualified in building computers. I have been in the IT field since 2008. I have spend more money than I care to say and for a $1000 motherboard I am treated worst than I am imagine. It is good to know how you treat and trust Military Veterans. It is not rocket science putting a CPU chip in the socket. You place it in the slot and clamp it down. If the motherboard states rated for that socket it fit if not it will not fit. I do not get how anyone can damage a CPU socket. 13 gen **** in a 13 gen **** socket motherboard. So I am suppose to sit here with a $1000 motherboard and be blame for something beyond my control. I apologize ahead of time because I am not going to sit by a let this happen. I would like this issue resolved as soon as possible.

  Business Response

  Date: 12/01/2022

  Good Morning,

  I understand your frustration and the inconvenience that you have had
  with your Motherboard that you purchased.  I also understand that you
  are wanting a refund for this unit.  Unfortunately at this time we are unable
  to do that but I am able to set up RMA (Return Merchandise Authorization)
  so that you can send in your unit and we will provide you a courtesy repair this unit 
  Free of Charge in warranty repair and waive the CID.  But any future CID will be
  up to you as the customer to pay as it is not covered under the warranty.
  
  If you would like to proceed with this I will send out a label and RMA instructions
  so that you and send it in to us.  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 12/01/2022

  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.

  This is unfortunate that you have left me with no choice.  There is indeed something wrong with the *** socket that caused the damage.  I contacted ***** and they did not see anything wrong with the ***.  You also state there was nothing wrong with the *** socket.  There is only one way to place a *** chip into a *** socket.  There are notches to guide you.  No one has explained to me where I made a mistake or how the damaged was caused.  I only got its not our fault.  I have no reason to lie, mislead or doubt my abilities to install a ***.  

  The reason I know the *** socket is faulty, I tried to install the *** a second time and more PINs were bent.  I know you cannot guarantee that 100% of Asus products ships without defects.  ********** can.  It is really demoralizing that you can serve your country 20 years, and cannot be trusted by Corporations who you swore to protect. I hope you find the fault during your inspection.  I sincerely hope that they add the *** chip and see what results they get.

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

• Initial Complaint

  Date:11/17/2022

  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.

  This is regarding repair RMA No: USPCNB0895. The brand-new motherboard won't accept the latest ***** 13th gen ********* and won't POST. I have called customer ********************** and now instead of just replacing it with a new motherboard or repair, they are charging me for repair, labor, and shipping. Saying that the customer damaged it. I bought this motherboard in Sep and unfortunately, the return window is expired as I was waiting for the ***** 13th gen *********.The amicable result would be to replace with a brand new motherboard with the latest BIOS asap.

  Business Response

  Date: 11/22/2022

  Good Afternoon,

  
  I would like to apologize for the frustration and the inconvenience that you are having with your RMA for your Motherboard.
  I do see that they are sending you a replacement due to the fact that your other one had bent pins.  The quote that they sent
  you was for the cost of that replacement.  I am sorry if they didn't clarify that for you.  At this time we are waiting for that part
  to come into the Repair Facility.  Once that comes in we will get this RMA completed and ship it out to you immediately.  I will
  be happy to keep updating you on the status of this process and let you know when your unit is sent to you.
  Have a safe week.
  
  
  Sincerely
  ************
  **************************************************

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18418330
  
  I am rejecting this response because: They blamed me for the motherboard damage which I didn't do and I had to pay for the repair because either that or pay again for the new motherboard.  

  I still haven't received my motherboard. It's over 15 days now.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/28/2022

  Good Morning,

  
  I wanted to reach out to let you know that we have been waiting for the part that has been out of stock.
  I do show that we have resumed worked on the *** on the 23rd.  The Repair Facility has been closed 
  due to the Holidays so it could take **** business days before it will be sent out.  Which would be between
  the 5th to the 8th. I understand your frustration at having to wait longer for this replacement.  
  I appreciate your patience during this process.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18418330
  
  I am rejecting this response because: The refund is not issued for the legitimate repair. Also, BIOS update is required for ***** 13th gen ********** I am hoping at least now I received the updated motherboard. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ASUS Service No=N2210030473 Filed a warranty support on Oct 24, 2022 and till date I am struggling to get my Asus Wifi Router XT8 fixed. They are taking their own sweet time, and asking me to send all sorts of data and info which I have been patiently doing. Now they asked me try their Beta firmware which is a strict NO from me as its untested firmware, and hence its called beta for a reason. Still I tried as they refused to help without trying. ASUS tech have been refusing to provide support if you do not go by what they are asking, even though its like doing testing for them with their beta software. This has resulted into wasting of my time which is not part of their warranty T&Cs. If they want me to test with them, they need to compensate me for that, or else, Asus needs to take up their responsibility and get it repaired/replaced. Also, they have multiple people working on my case, and no one reads previous conversations. I informed I am using beta software, still they ask me to use it. Its ridiculous.

  Business Response

  Date: 11/18/2022

  Good Evening,  

  
  I understand the frustration and the inconvenience that you have had with the
  process of trying to get your Router issues fixed.  I have reviewed your cases
  and see that you have sent in your routers already to the Repair Facilities.  
  At this time we are showing that we have received them but they need to be
  updated due to only having 1 RMA at this time.  I will make sure that
  you are updated going forward on the repair process.  
  
  
  Sincerely,
  **************
  **************************************************

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18398073
  
  I am rejecting this response because the other 2 routers have not yet been added and I sent all 4 routers for repair. Now, yesterday I receive an email stating that ASUS received only 2 routers which is totally wrong. I sent all four routers and I am not sure why ASUS is saying that they received only 2. I have picture of the packaging and the routers inside which were sent. This is so wrong, where first ASUS did not include all 4 serial nos. in the *** OR should have given me 2 ****, and then on receiving all 4, ASUS is claiming to receive only 2.

  I would request for a thorough investigation as who opened the package, and how many routers he saw inside, and why only 2 were reported. Also, why all 4 serial nos. have not yet been added, which could be an issue in all these. Kindly look into it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/23/2022

  Good Evening,
  Thank you for reaching out.  I can understand your frustration regarding
  this and I am in the process of finding out what is happening.  I have reached
  out the Repair Facility to find out what I need to do to make sure that you
  have all the RMA's need to do the repairs and that this gets handled as
  urgently as possible.  Due to the Holidays I may be here a response back
  until Monday but I will send you a update as soon as I do.  
  Please just reach out to this email going forward this reaching out to the
  different departments slows down the process and can stop it all together
  at times.
  
  
  Sincerely,
  ************
  **************************************************