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:11/09/2022

  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 have purchaced a asus motherborad and submited my claim for a 30 dollar rebate,,ASUS has sent you a payment Dear ***********************,You have not yet responded to an email regarding a payment that was sent to you by ASUS. The ability to accept your payment electronically will expire on 12/05/2022,,Tracking Number: A08182248832320 | ************* | Aug 18, 2022 Offer CodeClaimedTracking Number *************Aug 18, 2022A08182248832320 AmountPayment TypeStatus $30Chase PaymentPayment Sent Claim Status History DateStatusComments 9/6/22 9:00 AMPayment SentPayment Status is New.9/6/22 8:29 AMApprovedApproved 9/2/22 5:05 PMMail receivedPass 8/18/22 6:43 PMRegistrationRegistration at the chasebank websight it has my wrong cell number so i cant change cell number to reacive my 30 dollar rebate ,, very upset as being a first time customer buying any ******************** motherborads,,i spent over over 230 dollars on a motherborad which i do like but if i cant get my rebate i will no longer buy any asus products ,,my phone ************

  Business Response

  Date: 11/17/2022

  Good Morning,

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

• Initial Complaint

  Date:11/08/2022

  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.

  I purchased a computer about two years ago for almost $1,500. Since then I have sent my computer in for a screen issue, a power issue, a s**** stripping issue, a headphone **** issue. Each time I have dealt with customer ********************** they have argued with me about my computer being out of warranty, ignored certain issues, and straight up did not fix my power **** when sent in. Eventually, with enough arguing, they sent me as a replacement refurbished laptop. I was informed I will have another 90 day warranty from when I received the laptop. This computer is now having display issues where the screen is warping and separating (I have not dropped it, or ever exposed it to heat or cold). After arguing with them again, I finally got them to honor that it is under warranty. Yesterday I got an email saying the damage is my fault and I am responsible for it. If I send it in this time I believe it will be my 9th unique service number. (But it is honestly hard to sift through the 70 emails from them so it could be 8 or 10 times).I am tired of fighting them, I have had my computer in working order for barely half of the ownership. Every time I send it back to the service center they have it for at least a month. They delay and lie about how far along they are in the repair. Last time I had to confirm which computer I wanted as replacement 3 separate times before they moved forward. I am in college and heavily rely on my computer (I am a cybersecurity major).I know that even if they fix my display, they are just trying to get me out of the warranty window so they won't be obligated to help me anymore. I want my money back so I can go buy a computer I can rely on. If possible I would also like to receive compensation for the anxiety of dealing with a $1500 paper weight for all this time.I have attached screenshots containing the subject lines for all email exchanges I have had with them. I can provide content of the emails when needed.Thank you so much for your help.

  Business Response

  Date: 11/17/2022

  Good Morning,

  
  I understand your frustration and the inconvenience that you have had with *************** and the replacement of your last unit in September 2022. I am also seeing
  that you are having screen issues and warping and separating.  
  
  
  We did receive some photos of you holding the notebook showing the screen issues.
  we would like to ask for some additional photos where it is sitting on a hard surface,
  all angles of it opened and closed.  Once received we will be able to see what needs to
  be done going forward.  We can also have you send it in to have our Technicians look at
  it for repair.
  
  
  Asus does not do refunds, refunds are only done thru your original place of purchase and that
  would have had to be done with in the time frame that they allow.  Asus did this one time courtesy replacement
  due to the issues that you have had in the past, as this is not something covered under any
  warranty.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18374189
  
  I am rejecting this response because:

  This is the same action they took the past 9 times I have had a defective product.

  I do not want to continue the cycle again and again until it is out of warranty.

  I want my money back so I can go buy a computer that works %100 of the time.

  Additional photos on a flat surface have been attached.
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 12/01/2022

  Good Morning,
  
  I understand your frustration and the inconvenience that you have had with *************** and the replacement of your last unit in September 2022. I also received 
  your rejection for returning your unit for repair or replacement and that you want
  you money back but unfortunately Asus does not do refunds, refunds are only 
  done thru your original place of purchase and that would have had to be done 
  with in the time frame that they allow.  
  
  We can offer you a recertified unit as a courtesy and you will receive a 90 day after
  RMA closed warranty period.
  

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

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18374189
  
  I am rejecting this response because: I have a "recertified" unit right now. Based on this experience I do not trust the nature  of your refurbished computers. I am 6 hours away from the Best Buy I purchased this computer from so I can not go back there. I would be happy to try a 2023 model with equal or better specs and a new 2 year warranty.

   

  Besides a refund, this is the only outcome I would be satisfied with.
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:11/08/2022

  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.

  Date of Transaction: August 10, 2022. POS: Best Buy. Amount: $299.78. Order #BBY01-806668779629. Item: Asus RT-AX86U Dual Band Gaming Router Wifi 6.I have called Asus concerning this router several times, I have changed the channels to different frequencies, changed placement of the router, reset the router to factory, however this router does not perform as the Company advertises on You Tube, Cnet, description on website or the box. I have 1 gig from my ISP which is Charter - Spectrum. My devices placed in the same room as this router goes in and out constantly. Many of Asus techs you get in the evening acts like they don't want to help you, some even disconnect with you if the call is taking too long. And will not call you back. I spoke with a tech this evening and told him I would like to send my router in and have Asus look at it and see if they can tweek it to improve it's performance. I couldn't believe that the last agent I spoke with said if they couldn't repair it they would replace my almost brand new router with someone else's old router that the Company has repared. I explained this router is in the room my daughter works in and she cannot take the chance of being around germs, she has TKD stage 5 and I do not appreciate a Company I have bought so many high end routers from would jeopardize my yougest daughters health in that way. I would think since Covid 19 a Company like Asus would send out used contaminated equipment. The last one they exchanged like that never acted right since, This should be unlawful to send equipment out that *** have been exposed to many types of dangerous germs especially with all the hate groups that have formed since ***** was in office. I am imploring you to reach out to Asus and explain to them this is a serious health risk. My daughter works from home and the router is on her desk in very close proximity of her. I appreciate your assistance to this matter.

  Business Response

  Date: 11/15/2022

  Good Evening,

  
  I understand you frustration and inconvenience that you are feeling due
  to the issue you are having with your router.  I am seeing that you have
  a ******** set up for you to send your router in to be looked at. 
  I see that you were sent the *** instructions and the prepaid label
  to send in the unit. Once the technician has gone thru the process of
  seeing what the issue could be we will repair it or contact you for additional
  direction.
  I can certainly understand your fear about germs, but our repair facilities
  have to work in what is called clean rooms.  They can't have anything in 
  these rooms from outside and they have to wear protective gear due to
  when the units are open there can't be any static or dust getting into
  them.  So we do go thru a clean environment when doing repairs. 

  
  Sincerely,
  ***** S
  **************************************************

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18373207
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/23/2022

  Good Evening,

  
  I am reaching out today due to your rejection.  I apologize for your frustration and
  the inconvenience of your router going in and out. But, I want to let you know that out Recertified unit's are not used -
  The recertified unit you will receive comes direct from the manufacturing site and has not been used by any customers but may have new and/or remanufactured parts inside the unit: however we cannot classify it as a brand new unit since these are warranty units that are not intended for resale. This is also standard or common practice for most electronic devices when utilizing the manufacturer's warranty. For more information regarding the warranty for your ASUS product(s) you may visit https://www.asus.com/us/support/.
  
  
  If we cannot repair the unit then yes it will be a recertified replacement but the *** would 
  need to be for repair per the manufactures warranty process. Under the ASUS warranty policy, 
  we do not provide brand new replacement units.
  
  I would be more than happy to start a *** to have you send in your unit so that we can look
  into what is wrong with it and repair it if possible.  If you would like to proceed with this please 
  reach back out to us.
  Sincerely,

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

• Initial Complaint

  Date:11/07/2022

  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.

  I purchased an ASUS ROG-STRIX-RTX3070-O8G-GAMING graphics card from Newegg. After using this for about a year, I've seen some issues where my PC is unable to detect the graphics card in device manager. Which I then successfully contacted ASUS's customer ********************** and got an RMA for it. I sent in the graphics card on 10/25/2022 and I have reached out to your customer ********************** online chat for a while now. They've informed me that my case was escalated and that I would receive information within the following ***** hours. Since then it's been nearly 3-4 days and I still haven't received any sort of information on whether or not it can be fixed or replaced. I feel like I have to continue to wait for weeks or maybe this will turn into months. I just spoke to them today, again, and they keep giving me the same response. That there is no ETA, my case has been escalated and nothing else. Case No=N2210029619-0009.

  Business Response

  Date: 11/15/2022

  Good Afternoon,

  
  I understand your frustration and inconvenience that you have had with your RMA process.
  I am seeing that we did receive a graphic card and that they are having a issue due to the
  fact that it doesn't show a serial number so the process has been put on hold.  At this time
  we are needing something that the card came in that has the serial number on it, the original 
  box, a label, something.  The other issue is that the case was under ************************* with your email
  but there was no verification that was for you in the case.  Can you verify that you are the one that
  should be main on this case for this RMA.  Please send anything possible to help us with the
  graphic card.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18370802
  
  I am rejecting this response because:
  

  Hello, thank you for responding back to me. The account was under ************ since this was my burner account for my email address. As for verification, yes I am the one who is responsible for this case. As for the serial number, I do have the original box with me. Is there a way I could send you a photo with the serial number? 

  Thank you. 

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

  Business Response

  Date: 11/17/2022

  Good Morning,

  
  Thank you for reaching out.  I appreciate the clarification on the names.  Do you still want your account under *******?
  Yes you can send in photos of the original box with the Serial Number.  You will
  find what you are needing here:

  
  Sticker label on the side of the package box
  
  PHOTO ATTACHED. 
  
  You can attach it and send back to this email.

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

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18370802
  
  I am rejecting this response because:

  Hello, thanks for writing back.

  I have currently attached the serial number along with the original box that it came with. As for the name, I'd like you to change it to ******************* if that is okay. The purpose of ************************* was just a burner g-mail account, my apologies.

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

• Initial Complaint

  Date:11/03/2022

  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.

  10/17/22 RMA Warranty request filed with ASUS regarding a monitor still under warranty with a complaint of green/pink lines. Monitor was still usable, but becoming a nuisance in certain situations. Monitor was packaged with bubble wrap and secured in a box and sent to the local Dollar General for a ************. 10/20/22 Monitor received at repair facility and diagnosing process started. 10/21/22 Repair Quote sent to email with pricing for parts/labor/shipping and stated that monitor was not a warranty replacement due to negligence and attached photos of the monitor in a different condition from when it left my hands when ***** picked it up. 10/21/22. Was advised by ASUS to send pictures of monitor in a working condition to prove I was not sending a bad monitor, which I completed and sent back.10/25/22 Received notification that a claim was filed with ***** and I would hear something back within 14 days 10/26/22 Email received with a notification that RMA repair was complete, product was tested and is being shipped back to me.10/31/22 Monitor arrived via ***** hooked monitor up and it was in fact not repaired and a paper was in the shipping label that stated that customer wanted monitor back unrepaired. It was the same way as the pictures they sent me with the quote ticket.From this point every day since 10/31/22 I have been on the phone with ASUS attempting to get situation resolved. I have been told several different stories from different technicians, and have been told on 4 different occasions that my ticket has been escalated and a supervisor will be contacting me. No one has called, but they send emails regarding the attempt. ASUS stated that since ***** declined the claim for a damage in transit, I would be responsible for the repair bill and have only been offered a 10%, 20%, and 30% discount. Mind you the quote of $241 would be *** discounted at $168 (ship broken monitor back for repair). Amazon has same monitor for $165.

  Business Response

  Date: 11/10/2022

  Good Morning,

  
  I apologize for the frustration and inconvenience that you are having
  with you Monitor and the *** process.  I see that you have been given
  you a few options up to a 30% discount.  I understand that this doesn't 
  seem like a lot of difference.  At this time we can waive your shipping cost and
  offer a 40% discount.  This is the maximum courtesy one time discount that
  we would be able to give.  If you would like to proceed with this, I will be
  happy to get this *** started for you and I will send out a Prepaid label for
  you to send your Monitor back in.  Once you receive the quote all you will
  need to do is DISPUTE this quote and let us know and we will give you that
  discount. 
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:11/02/2022

  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.

  I'm writing again in regards to a complaint I've previously filed against ASUS Computer due to the problems I had with a motherboard made by them. The original complaint number is ********. I'd requested my motherboard be replaced or repaired and at the conclusion of the previous complaint, ASUS agreed to do a one-time swap and send me a new motherboard. I agreed to that resolution. After my agreement I've not been contacted by ASUS about the replacement, nor have they responded to my inquiries about the replacement. It seems since the original complaint was closed that they are not planning to honor their solution. I apologize for opening this again, but the original complaint is now listed as closed.

  Business Response

  Date: 11/03/2022

  Good Morning,

  
  I am reaching out to let you know that I have started a RMA for you.  
  Your RMA number is USPCNB0400 and you should have received a
  email with the instructions and the Prepaid Label from FedEx.  I hope 
  you have a Great Day!
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:11/02/2022

  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.

  9/26/22 $665.65 Item Bought: ASUS ROG Strix RX6800XT Graphics Card I bought this product from ASUS and it was shipped to me via ****** However, I did not receive the product since it was not at the designated location to where ***** had placed it. I informed ASUS and contacted even their corporate office but I was told that there was nothing that they could do about it since ***** had supposedly delivered the item and that the proof was a photograph of the package in front of a ********* expected that ASUS would at least be helpful in trying to work with me but they have shown only poor customer ********************** and satisfaction. I would like to receive a refund for the product, since I did not receive it. I should not have to pay for an item that I do not have.

  Business Response

  Date: 11/10/2022

  Good Morning,

  
  I understand your frustration regarding this delivery issue of your new
  product that you have purchased.  I did review your cases and see that
  FedEx and the eShop did investigate this delivery and because it was
  delivered to the correct location with no issues that we won't be able
  to refund this.  I apologize for this situation but we can **** that 
  graphic card as stolen and the warranty won't be effective for that.  
  You may be able to contact your home owners insurance also due 
  to this theft.  
  
  
  Sincerely,
  ************
  ************************************************** 

• Initial Complaint

  Date:11/01/2022

  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.

  This company sent me a replacement Router, stating "The defective product must be returned to ASUS within 14 days of the replacement's delivery date or your hold amount will be captured to apply towards a replacement unit."I reached out to them with no response today, 11/01/22 with the intention of making sure I was still in the allowable timeframe to send it. No response until after I already sent it. In their response, they are trying to tell me that it was to be returned by 10/31/22. But that is less than 14 days from 10/19/22, when it was delivered to **** have a Verification Email from them stating that the Delivery was made 10/19/22. That means I have until 11/2/22 to return it. Had they responded, letting me know that it needed to be RECEIVED by 11/2/22, I would have overnighted it. But they did not. They left it unclear. I did what I understood was appropriate. I Returned it with Tracking via *** Ground on 11/1/22. Now they have charged me $272 for the new Router, I have paid well over $200 for the original (broken) Router and I have sent that back...and paid $37 for that shipping. This company has been horrible to work with and now after reading other Reviews on BBB, I am not surprised. I expect this to be Resolved or their BBB Rating needs to be docked by now. I am happy to provide any emails necessary but will wait for your reply.Thank you

  Business Response

  Date: 11/07/2022

  Good Morning,

  
  I hope this finds you well, I understand your frustration and the
  inconvenience of this part of the *** process.  I apologize that it
  wasn't clearly explained how it works.  Once you receive the unit
  you have 14 days to ship it back, if that doesn't happen the hold 
  is captured until the unit is received and verified that there is no
  damage.  Once the unit is keyed in as received the
  money is released back into your account.  If you could send
  the tracking number of the *** ground that you sent on 11/1/2022
  so we can research this for you and help to resolve your issue.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:10/29/2022

  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.

  On 11/21/2021, I purchased an ASUS portable monitor from Office Depot in *****, ** which came with a manufacturer's warranty and I purchased additional coverage through Allstate. On May 30, 2022 I filed a claim with Allstate due to my monitor screen no longer working. They informed me the damage is under coverage of the manufacturer warranty. So, I called the manufacturer's warranty service center in July 2022. They informed me a Serial # would be required to proceed with the claim. However, the way in which they manufacture their devices, the serial number is printed on a sticker on the device which results in the serial number getting wiped away through daily use (placing I nand out of a bag for example). Therefore, they would not let me file a claim to resolve the matter even though I had proof of purchase. My issue is that if the manufacturer requires the Serial # be provided to fulfill a warranty claim it is there responsibility to make that information easily available to a user of their products. Their inadequate placement of the Serial # on a sticker is impractical and easily deteriorates making it impossible to file warranty claims.

  Business Response

  Date: 11/06/2022

  Good Evening,
  I understand your frustration and the inconvenience that you are having with your Monitor that is 
  no longer working.  Thank you for enclosing the proof of purchase and the Allstate paper.  Unfortunately
  with out the ** we are not able to look into the warranty of your unit.  If you would take a picture of the
  labels that are on the back of your Monitor that have ** and or ** on them it would be more helpful. 
  Did you save the original box that it came in?  Most of the time the ** would be on the box also.  Once
  you received that information.  We would be more that happy to get this warranty underway to fix your
  unit.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18332740
  
  I am rejecting this response. See the attached picture of the back of the device which indicates the ** has worn away. I do not have the box - the manufacturer (ASUS) prints the ** on a sticker on the device making it susceptible to being worn away.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/10/2022

  Good Evening,

  
  I would like to thank you for your patience,  I have done some further research
  and I will be able to start a RMA (Return Merchandize Authorization) to have you 
  send in your unit so that we can have the Repair Facility's technician look inside 
  the unit to get the Serial Number for you.
  At that time they will also let you know what is wrong with the unit and if it's under
  warranty they will be able to repair your Monitor or if it's not under warranty they will
  be able to let you know what the cost of repair will be.  At that time you will be able
  to let us know if you want us how to proceed with the repair.
  
  
  Please let me know how you would like to proceed.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/15/2022

  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. Please let me know my next steps to start the RMA.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/28/2022

  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 complaint is about ASUS, I have requested that they show me how to fix my computer. As a computer technician, I was unable to boot from a USB device, to reinstall windows. If I was to replace the hard drive, I am not able to boot from USB in the bios. I know if I make a few setting changes, I am supposed to get the boot from USB or CSM support. NOT!!! I have made, done, and even wished I could have, but them options never showed up. After dealing with the corp office, I have a feeling they don't care, they got my computer up and running, but did not address the main issue, can I fix it myself? I advise not to use ASUS in any applications of a computer operating system.

  Business Response

  Date: 11/06/2022

  Good Evening,

  I understand your frustration for the inconvenience that you have been going thru due to 
  receiving your unit back from repair after being reset to factory settings.  I want to assure 
  you that we are reviewing your prior contacts and addressing all opportunities with a sense
  of urgency. 

  
  When reviewing your cases the Technical Support stated that the ** was corrupt, that's why 
  you weren't able to use the USB.  They reimaged the device and they were able to use a test 
  USB at that time and it worked.

  
  I also see that we did reach back out to the Technical Support ***** for additional assistance
  to assist you with your inability to boot from a USB and during that process you replied back
  that you resolved the issue. Below are some troubleshooting steps of rebooting your notebook 
  from a USB flash drive/CD-ROM, https://www.asus.com/support/FAQ/1013017/, for future use if
  needed.

  
  Thank you for the personal time you have taken to bring this to our attention so that we may 
  look into these concerns.
  

  Sincerely,

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

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