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:10/27/2022

  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 purchased a computer monitor, model ROG SWIFT PG35VQ for $2,733.05 at a third party, MicroCenter located in ******, **. At the very end of the warranty period, the monitor would no longer turn on and I had an RMA issued on 9/29/22. I received the monitor back with a cracked screen on 10/11/22. Upon calling their support line, I was sent multiple emails and received multiple calls asking me to supply information and pictures which had been supplied on the initial emails and calls. Absolutely no progress had been made or attempted and they refused to escalate my case or provide a temporary replacement monitor for the one they returned damaged. When my case was finally escalated on 10/26, I was offered an "upgrade" which was actually an inferior product. When I pointed that out to their CEO Service ***** they told they would find the monitor and get it sent out immediately - the next day I was told they did not have any available. I requested a refund and to be escalated. I was escalated to ****** who again denied request for refund or temporary replacement. She then acknowledged their team were looking for a comparable monitor to offer me - odd given they know the line of monitors they sell and are aware of the monitor specs. They have no comparable monitor - this was a top of the line version. They asked me to provide a suggested replacement - having reviewed their offerings they do not have any acceptable comparable replacements, suggesting they knew they did not have anything to offer. This has caused me a loss of earning as I use my monitor for work in financial markets. Now they will not reply to my emails or calls leaving me in the lurch; at this point my only recourse is a civil suit because they denied a refund claiming their warranty doesn't allow it. However they have taken the monitor at this point, does the warranty even apply when I will never receive that monitor or model again? They have a awful history of this sort of activity in customer support

  Business Response

  Date: 11/02/2022

  Good Evening,

  
  I see that you have been working with our *********************** team, 
  please respond directly to their emails that are sent via ******************************************************************.
  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:10/25/2022

  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.

  Router XT8 stopped working a few months after purchase. Contacted support and they confirmed it was defective and a RMA was created. I was advised to send just the broken unit back as this was a part of a 2 pack. Fast forward a few weeks and I was a divided they they can not fix my broken unit and I would need to put a cc hold for the full MSRP of a 2 pack in order to have a replacement unit s*** to me, I would then need to send the perfect working unit back. They have my broken unit but are charging me for 2! I asked if I could just wait for the parts to come in and they could just fix my broken unit. I was told that is not an option. So I a, be8 g asked to put 500 dollars on hold and make an unessaryntripmto ship a unit back. Just got an email today saying it will take them 5 days to email a form, its email. Why so long. The reason I suspect is to where me down and I give up. This is scummy at best and possibly illegal. They have half of the product in had, but are attempting to charge me for the full package price. This is unacceptable.

  Business Response

  Date: 11/02/2022

  Good Evening,

  
  I hope you are well,  I understand your frustration and the inconvenience that you have
  had with the issues regarding you replacement.  I also want to apologize that when replacing
  a 2 pack replacement you weren't told that both units needed to be sent in the 1st place.  
  I am seeing that you are still waiting on the quote for this credit card hold.  
  I have seen that it was updated on 10/31/2022 so you should have received it by now.  
  If you haven't received it please check your spam file.  If still nothing let me 
  know so that I can contact them again.  I apologize once again for the issues you have had with this
  RMA process.
  
  
  Sincerely,
  ***** S
  **************************************************

• Initial Complaint

  Date:10/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there I have been dealing with ASUS over the past few months regarding a defective laptop. And I had some luck recently using the BBB services.I have enclosed a PDF with all of the information as it is too large to fit in the ************************ this box.If you have any additional questions or need more information please let me know.Thank you for your time.

  Business Response

  Date: 10/28/2022

  Good Evening,
  
  
  I want to apologize for the inconvenience and frustration this
  issue has caused up to this point. The experience you have described is not one we
  find acceptable.
  
  I want to assure you that we are reviewing your prior contacts and addressing all
  opportunities with a sense of urgency. Thank you for the personal time you have
  taken to bring this to our attention so that we may take action.
  
  I apologize for the frustration that you are having at this time due to the wording "processing 
  fee" that was used in a previous email.  I would like to clear some of that up for you now.
  All we have is a diagnostic fee and a quotation on the actual cost of repair. There is no processing fee.
  The quotation will have everything broken out on what the amount is for.
  The diagnostic fee consists of the labor and the shipping so if we waive that we will send you a prepaid
  label and ask that when you get the quote that you dispute it and then we go in and discount the shipping cost
  and the labor cost 100%.  Then we will discount the repair (which is parts) 30%.  
  When you get your quote in your email you will get this breakdown of the original cost and when this is
  discounted you will get a new invoice with the discounted prices.
  
  
  At this time, If you want us to repair your unit please let us know and I will be happy to get this process 
  started for you. 

  Sincerely,

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

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

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18308777
  
  I am rejecting this response because:
  
  
  The response received from ASUS is highly unacceptable.
  
  ASUS response:
  
  "I want to apologize for the inconvenience and frustration this issue has caused up to this point. The experience you have described is not one we find acceptable."
  
  ASUS claims this experience is unacceptable and yet the resolution they just offered is the EXACT same insulting offer I was offered already, and that I refused already. ASUS is just wasting my time, and resending the same insulting resolutions. ASUS offered to repair my device already and is not honouring that offer.
  
  An ASUS agent clearly offered in writing to:
  
  
  1) "We can offer to waive the Diagnostic fee , a prepaid shipping label and a 20% discount on the repair of the device." (September 12, 2022)

  - waive diagnostic fee, waive prepaid shipping label, 20% discount for repairs
  (September 13 2022)
  
  - ASUS offered to ALSO waive the processing fee for the repair
  
  
  3) "In these regards, the processing fee for repair is the same as the diagnostic fee. Again, I do apologize for the confusion." (October 10 2022)
  
  - In this instance the processing fee for repair (that was waived Sept 13) is the same fee as the diagnostic fee (that was waived Sept 12)
  
  4) "In this situation, the processing fee for repair is the diagnostic fee." (October 20 2022)
  - The processing fee for repair is the diagnostic fee.
  
  5) "I apologize for the frustration that you are having at this time due to the wording "processing fee" that was used in a previous email.  I would like to clear some of that up for you now. All we have is a diagnostic fee and a quotation on the actual cost of repair. There is no processing fee." (October 28 2022)
  - THERE IS NO PROCESSING FEE....
  
  The agents at ASUS cannot keep their story straight. I have in MULTIPLE emails proof that an ASUS agent tried to charge me for NONEXISTENT processing fees.
  
  
  ASUS has been targeting me with nonexistent fees. I have proof. I will not pay for the repair of this device, ESPECIALLY when ASUS already offered to waive all of the fees. I will be going public if ASUS keeps up these devious practices.
  
  
  In many legal circles emails are considered legally binding contracts, therefore I expect ASUS to honor the settlements they have already proposed to me.
  
  This feels like a legal matter now. Especially since I have proof in emails that I have been targeted with fees that an ASUS agent just told me does not exist.
  
  Asus representative ********** (Office of the **** To clarify, there are 3 fees. The diagnostic fee (processing fee), shipping fees, and repair fees. I do apologize that was not properly explained from the beginning." (Oct 14 2022)
  
  ASUS representative **********(Office of the **** "The processing fee for the repair (diagnostic fee) can be waived. Not the cost of the repair itself.....As for the processing fee, we do have different ones varying for each specific order type. The $25 one that you had mentioned is for the Advance replacement program. Not a standard repair order.....Again, I do apologize for any confusion regarding the diagnostic fee and processing fees. Unfortunately, neither do cover the repair costs." (Oct 19 2022)
  
  ASUS representative ************ "I would like to clear some of that up for you now. All we have is a diagnostic fee and a quotation on the actual cost of repair. There is no processing fee."
  
  
  That seems like I am being unfairly targeted. I am at the point where if ASUS is refusing to repair the defective laptop they sold me I may have to escalate this concern even further. I have not done anything wrong. ASUS is doing something illegal.
  
  In fact, it was not until an ASUS representative offered to "to waive the processing fee for the repair" on September 13 2022, that ********** (Office of the **** then decided to inform me that "the processing fees are the same as diagnostic fees" (October 10, 2022).
  "In these regards, the processing fee for repair is the same as the diagnostic fee. Again, I do apologize for the confusion."
  This sentence directly contradicts the point the other ASUS representative (**************) made previously. Are there 3 fees or are there two fees? (and the processing fee for repairs AND diagnostic fees are the same fee as stated by ********** in multiple emails?) Because the other representative (**************) says "[ASUS] can offer to waive the Diagnostic fee , a prepaid shipping label and a 20% discount on the repair of the device." If processing fee for repair = diagnostic fee (**********) then the diagnostic fee = waived (as stated by **************).
  
  The contradictory messages sent by ASUS continue as another agent (************) just said "there is no processing fee" (Oct 28 2022)
  
  I knew something devious and underhanded was going on at ASUS! Three agents and three differing messages.
  
  October 14 2022 - before reaching out to BBB I wrote ASUS
  
  "why is it just ******************* you have decided that Processing Fees and Diagnostic Fees are the same for?.....The ASUS websites treat processing fees and diagnostic fees differently. But for some reason, for ******************* the "the processing fee for repair is the same as the diagnostic fee." "It's unfortunate that I am being targeted and treated differently. Especially when it is abundantly clear that other ASUS users have received different experiences regarding paying diagnostic fees and processing fees."
  
  So I asked why I am unfairly being targeted with processing fees and diagnostic fees, in addition I was asking why ASUS would not honour the settlement they offered. The response from ********** (ASUS) was as follows "The processing fee for the repair (diagnostic fee) can be waived. Not the cost of the repair itself." "As for the processing fee, we do have different ones varying for each specific order type. The $25 one that you had mentioned is for the Advance replacement program. Not a standard repair order. Again, I do apologize for any confusion regarding the diagnostic fee and processing fees. Unfortunately, neither do cover the repair costs." (********** Oct 19 2022)
  
  
  
  My response to this was "Can you please show me where ASUS says the processing fee and diagnostic fee are the same fees?
  Is there any proof AT ALL on the website? Or is this information hidden? Furthermore, I have asked on numerous occasions for ASUS to lay out all of the fees for me." (Oct 19 2022) I also asked to escalate my concerns since ********** was not resolving them.
  
  
  ****'s response was "I do apologize if you feel that you are being singled out. I assure you that is not the case. I'm afraid I would be the highest level that we can escalate this to. The website is not going to show that the processing fee and diagnostic fee are the same. That is because we have different types of processing fees for different situations and scenarios. The processing fee that was mentioned was for the repair. In this situation, the processing fee for repair is the diagnostic fee." (Oct 20 2022)
  
  
  Apparently, ******************* is not being singled out. Simply ASUS does not show that the processing fee is the same as the diagnostic fee! Furthermore, the processing fee for repair is the diagnostic fee (the diagnostic fee was waived on Sept 12 2022). Remember, only three fees.
  
  1) Diagnostic Fee
  2) Shipping Label
  3) Repair Fee
  
  Diagnostic Fee was waived on September 12.
  Shipping Label was waived on September 12.
  Processing fee for repair was "ALSO WAIVED" on September 13.
  
  Then ********** claimed the processing fee for repair is the SAME fee as the diagnostic fee. A claim that contradicted ASUS representative (**************) who laid out all fees for me in an email.
  ****'s claim also contradicted ASUS representative (************) who claimed "there is no processing fee".
  
  
  

  Business Response

  Date: 11/06/2022

  Good Evening,
  Thank you for your response back.  I apologize that we weren't able to assist you
  with your computer needs as of yet. But is you would like to send in your unit to 
  be diagnosed to see that the issue is with your keyboards backlight I will waive
  the shipping fee and labor fee and will send you a pre paid label.  
  Once we know what is wrong with your unit we will be able to give you 30% off
  your remainder of the fee which is for the parts.  If this is something that you would like
  to do we would be happy to start a RMA process for you to get this started.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:10/24/2022

  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 am a victim of fraud. I got charged from this company and I called and spoke to customer ********************** several times. The took my information down and verified everything from me. I provided my correct email and home address. After dealing with this company for 2 and a half months. They denied my refund and declined my charged back from my bank. Not onetime they even tried to assist me in any way. I have emails Providing all my pleas. But at the end they never refund my money. The next step is to post all screenshots of my emails back and forth between myself and this company to each and every social media platform. Also reporting them to the BBB. Of push comes to shove I will get an attorney or even take them to court.

  Business Response

  Date: 11/02/2022

  Good Afternoon, 

  
  I understand your frustration and the inconvenience due to not getting the refund that you have requested.  
  I see that you have been working with the eShop online support group regarding the order and your refund.
  I also see that they are stating that the order was delivered to the address that is on the order form.  Fed Ex
  was also contacted for verification of delivery.  Can you provide your back statement with the date, amount, invoice #,
  and anything else that will help us with this request.  I am also going to do some more research to see what we
  can do for you at this time.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:10/24/2022

  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 purchased a computer motherboard from Amazon on July 27th, 2021 as I was in the process of building a system. The motherboard was an ASUS ROG STRIX B450-F GAMING II *** AM4 Motherboard. It worked flawlessly and I used it for the remainder of the year until August 26th, 2022. I started having booting problems with my computer before that but on the 26th it ceased functioning entirely.I took it to a local repair shop to get it checked and it came back with both motherboard and the *** in need of replacement. Seeing as I was still under warranty I decided to RMA the board so I sent it to ASUS via ***** A couple of days passed and it was confirmed via tracking that they had received the board. Shortly after that I was notified via email diagnosis/repairs would begin soon.Fast forward to a couple more days and I receive an email saying repairs were done and that the board was ready to be shipped back to me. Right after that I get another email telling me the address I provided them with doesn't work due to it being a box address so I gave them my physical address since they were using ***** to ship it out. The next day I get another email saying the address I gave them doesn't work either. In *********** most addresses are written in Spanish so I thought maybe I'd I translated the address to English they would understand. Turns out that wasn't the case; rep gets back to me and tells me for the third time the address doesn't work. At this point I'm just getting fed up so I show them tracking info from an Amazon purchase I made that showed it was delivered to my box address successfully and also show them my driver's license detailing my physical address. A couple days pass and I get no reply so I contact them again via email (last Saturday). Rep gets back to me today (Monday) saying they can't deliver to any of my addresses. Apparently they're gonna keep the board and offer nothing in return because they can't ship it. I feel like I'm being robbed.

  Business Response

  Date: 10/28/2022

  Good Evening,  I hope this finds you well,

  I understand your frustration and the inconvenience that your
  unit has not been shipped to you due to some issues with Fed Ex
  and the shipping address.  I know that they are working on this 
  Issue and that the unit will be returned to you as soon as they
  confirm that everything is updated.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:10/17/2022

  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 new ASUS Z690 motherboard from Amazon. After receipt and installation in my PC the system would not post when booted up and there was a QLED error light indicated a problem with the *** modules. After troubleshooting the system I was able to determine that half of the **** slots (A1 and A1) were not working. Since the board was new I contacted ASUS who instructed me to send it in for warranty repair. I sent in the board and in a few days received an email showing scratches on the board (see attachments). I disputed this claim as the photo was obviously not my board (also, see attachments). After requesting additional photographic evidence of the damage, including the serial number in the photograph, ********************** changed tactics and sent photos saying the *** had bent pins....again without any positive way to show this was my board. Their quote for repair outside of warranty is more than I paid for the original purchase. It's become obvious that they don't intend to honor the warranty on this brand new motherboard. I caused no damage to the board and none of what they're saying would cause the problems I originally sent the board in for. I would like the board to be repaired, under warranty, or replaced.

  Business Response

  Date: 10/24/2022

  Good Afternoon, I hope you are doing well today.

  
  I understand the frustration and the inconvenience that you are having due to
  your RMA for your MB.  After further research of your case we will be happy to
  have you send your unit back in under a new RMA which I can set up for you, we will be
  able be replace your MB at this time at no charge to you as a Courtesy.  This will be a 
  one time opportunity due to it having bent pins.  If something happens like this in the
  future we will not be able to cover the *** cost.
  
  
  Please let me know how you would like to proceed. 
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 10/25/2022

  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 send the new RMA to my email: ***********************
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/14/2022

  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.

  Purchased a RT-AX3000 router in May 2022. In Sept 2022 the unit would no longer see an IP address from my ISP and would not boot. Online troubleshooting did not correct the issue. A call to ASUS support did not correct issue and a *** was created to have the unit repaired. ***# USBVN90003. I sent the unit to the ******, ** repair facility as stated in the *** email with all supporting documentation. **** shows the package delivered on 9/9 at 11:14 a.m. local time. Website says left with individual. A week after the router was delivered, I checked the repair status website and the *** showed waiting for unit. I was concerned since it was delivered the prior week. I called the support line on 9/23 to see if there was an internal status update. The rep stated the unit was still waiting to be received. They opened an internal case, N2208044422, to investigate. I was told a rep would contact me withing 48hrs. No contact made. I called again on 10/3 to inquire on the case number. Was told no updates since last call and the rep stated there was going to be an escalation for review of the case. Was told again to expect a call within 48hrs. Again, no contact.I then called on 10/7 to see if these was an update. No new notes on the case. Call again today, 10/14, and was told there will be a need for escalation to the repair center. Once again was told a call within 48hrs should be expected. I would like to find the status of the repair. I purchased the unit due to the features and warranty provided by Asus. I would like to have the unit repaired, replaced, or a new unit sent under the terms of the warranty/***.

  Business Response

  Date: 10/21/2022

  Good Evening,

  
  I will be my pleasure to assist you with the issues that you have been having trying to locate your unit.  
  I see that you sent it in by **** and unfortunately sometimes that don't get delivered to the 
  correct area in the Repair Facility,  which is the receiving dock, so it doesn't always get signed 
  in efficiently.  I have sent an email to search for your unit and will hopefully have an update in 
  the next 24 - 48 business hours which doesn't include weekends or holidays.  Once located it 
  will be entered into our system and moved to repair status.  
  
  
  The standard turnaround time for repair is **** business days, not including
  shipping time or weekends. We assure you that we will get your unit back to you as
  quickly as possible! Thank you in advance for your patience.

   

  Sincerely,

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

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

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18223873
  
  I am rejecting this response because:

  I received an email response from the company on Oct 24th. The response stated that they could not find my unit shipped to them. The response asked for the address that I shipped the unit to. Provided the address provided on the **** the same as the address label. I have not received any additional information from the company on a resolution since the reply email on Oct 24th. 

  I am at a loss as to how to proceed. I have a response that sometimes the packages from **** get delivered to the dock and that is not the proper location. I insured the package with **** but if the package is delivered to a known area that is incorrect for the **** and the location knows this, it seems the packages would be forwarded to the repair facility. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/06/2022

  Thank you for the response.  I see that you have reached out and gave the shipping address to the call center.
  I have also forwarded that to get further assistance in finding your shipment.  I apologize that we are still having
  issues getting this issue resolved.  I know that this is not an experience that we find acceptable and we are 
  doing all we can to locate you unit and repair it for you.
  
  
  Sincerely,
  ***** S
  **************************************************

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18223873
  
  I am rejecting this response because:

  I have provided the tracking number and shipped address to multiple care agents with no indication anything has changed in the search of my *** unit. I have multiple response emails and call center calls stating that **** drops the packages off in the wrong area for ****. If this is a known issue, there should be a way to find the shipment. I placed a trace with **** on Monday the 7th. I am now outside the insurance window for a claim for lost package. **** has a 60 day window. Does this mean if Asus cannot find my router I am out of luck and must purchase a replacement for a unit I only had for a few months, not even 6 mo actually that quit working? I would hope that the shipping address provided in the *** would have some accountability to receiving units shipped for warranty repair. Not thrilled with the responses from the different reps. I have not spoken to or received a response from the same rep since opening the ***. Responses are a week to 9 days between emails. Never received a response to the opened case until I opened the BBB case. 

  I would like to have my router repaired or replaced. I have provided the shipping info. **** shows delivered. It has been 2mo since it was delivered. 

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

• Initial Complaint

  Date:10/09/2022

  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 ASUS ROG laptop has just been bought for 4 months, and the screen has a dead pixel and sent it to warranty.After the computer was sent to ASUS, the technician said that my *** was broken but I'm pretty sure my computer didn't have any problem with the *** before I sent it to ASUS. And my RMA LIST doesn't say anything about *** repairs either, so I told them please don't repair my ***, just install them back in my computer as same as I sent it over and send my computer back to me. Then ASUS took my *** off my laptop and sent it back to me in a bag. The current situation is that I can use my computer normally before I send it to ASUS for repair but now I got a bunch of scrap because the laptop doesn't have any hard drive, I can't use my laptop anymore and I don't know how to take it apart and put the *** back in just because I didn't agree to pay to fix it! ASUS does not intend to pay this responsibility, they said because the *** is a third part device. First of all, I didn't need them to disassemble my *** because I didn't say anything wrong with my ***.Secondly, it is very likely that the *** was damaged due to mistakes made by ASUS technicians during the repair process.Third, I don't ask them to fix the ***. I just wish they install my *** back to my laptop as it was installed and I can check the laptop myself if it really has some problems but they can't even do that and don't want to be held accountable.ASUS customer ********************** staff told me to pay for someone to put the *** back in but I don't think I should spend the money for it. I don't even know what happened to my ***, so I came to the BBB for help.Thank you!

  Business Response

  Date: 10/18/2022

  Good Afternoon,

  I understand your frustration due to the inconvenience and frustration that you have had during this RMA process.
  Some of the disclaimers that is sent out with all RMA instructions states to take out any equipment that is not factory installed.
  
  ALL Products - Please be aware that the product must be sent in the original factory state and should not be returned with any parts that *** have been upgraded or modified.  We will not guarantee return of any original parts after repair.
  Original parts that are replaced during repair will not be returned to you. This *** result in the loss of data if, for example, your hard drive is replaced. 
  Screen protectors should be removed prior to sending the unit for repair, screen protectors that are not removed will be discarded and will not be replaced.
  ******************** - ASUS is not Responsible to you or any THIRD PARTY for loss of data. You are responsible for backing up all data BEFORE sending your product to ASUS.
  So going thru your RMA I see that your LCD was replaced, and the technician had to use a test
  SSD card to see if the unit worked because your SSD cards would not work at the time of testing. That is the reason why they were left out of the unit.
  
  CD gets replace unit gets to OS and the cx two 3rd party SSD is not detect will detect my TEST SSD I tried each of the cx 3rd party SSD and both will pass OS unit will stop detecting them when trying to OS I used test SSD and was able to get it to OS no issue and never stop detecting my TEST SSD
  (TWO) 3rd Party Part 2TB SSD is in ESD BAG & Taped to unit. Will BE SENT BACK TO CX
  
  I apologize that you are having this issue and that when doing repairs situations happen and we need to reset the units back to factory settings.

   

  Sincerely,

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

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

• Initial Complaint

  Date:10/07/2022

  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 my ASUS "ROG Zephyrus Duo 16 (2022) GX650" laptop for $2,565.17 USD (Serial No. ****************. It broke shortly after arrival due to a failed BIOS update, which rendered it completely useless, therefore a RMA (number USBVN80657) was assigned to my product, and I was instructed to send it in for repairs. I sent it in via ***************** Postal Service (Tracking No. **********************) and recieved word from **** of it's arrival on the 21st of September. Since then, I have contacted the company's customer **********************/support via live chat on four seperate occasionsregarding the status of my laptop, and have been told on all four that I'd recieve further information via email withing ***** business hours, and that my case priority would be escalated. However, not once have I recieved any word back. Additionally, I have lost the ability to even see the repair status on the online website, with my RMA not showing up. In the last chat I have had with ASUS, I have been told that they themselves do not know where my laptop is. As the laptop had nothing of importance on it, I offered the option of simply being sent a new one, as they had already exceeded the repair time upon arrival of **** days (we are now at 15). I am also open to a full refund.

  Business Response

  Date: 10/14/2022

  Hello,
  
  We are sorry to hear that you have had trouble getting information on your RMA.
  
  We are unable to find any record of the unit at our Repair center. We will continue to check for it but because you shipped the device via ***** you would need to file a claim with them for a lost/missing package.  
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18180539
  
  I am rejecting this response because: I have been told by your customer ********************** on more than one occasion that you had indeed received the the laptop. However the second instance of me being told this was followed with a statement that the laptop was being shipped off to another facility for further repairs. This confused me, however I am lead to wonder if the place I sent the laptop to was the correct place. For I contacted customer ********************** right before I shipped my package to ensure that it was the correct address, and the following adress was given to me: (121 ***************, Dock C, **************, ** *****). As the package was sent to you and was claimed to be received on two separate occasions, I feel I have upheld my end of the deal, and would therefore hope for said repairs to be made. I thank you for your time and cooperation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/21/2022

  Good Evening,

  
  I would like to let you know that we have located your unit and it has been sent and received in the correct Repair Facility.  
  Once this is received it can take ***** hours for the facility to key in the equipment information, this doesn't include the
  weekends or holidays, to confirm the unit has been moved into Repair status. 
  
  
  Once the *** is updated and in *************** standard turnaround time for repair is **** business days, not including shipping 
  time or weekends. We assure you that we will get your unit back to you as quickly as possible! 
  Thank you in advance for your patience.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 10/28/2022

  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, so long as the laptop is repaired and returned to me safely. Please let me know when the repairs are complete so that I may pay for the shipping back. Thank you for your help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/30/2022

  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 bought a brand new, unused, and unopened ASUS monitor (model: VP247QG) on Jan. 11, 2022, for ****** (plus tax). The monitor started showing white parallel bars. I contacted the ASUS Customer ********************** (Reference #: N2209011603-0003) and provided them with everything they inquired about. I followed all their instructions one by one, but finally, when it was evident that the problem is with their low-quality defective device, they said the item is out of warranty. The ASUS monitors warranty policy clearly says that the standard warranty applies for 36 months period from the date the Product was first purchased by an end-customer ("Date of Purchase"). If proof of purchase cannot be provided, the manufacture date as recorded by ASUS will be deemed to be the start of the Warranty Period. I provided the ASUS company with the actual receipt clearly showing when, what, and how I paid for that monitor. Surprisingly, the customer ********************** claimed that the monitor is out of warranty. ASUS is breaching the terms of its own policy, and this is unacceptable cause the date of the purchase was within less than 12 months, and I am entitled to get a refund or get a replacement. ASUS told me to go to BestBuy and talk to them. I went to BestBuy, and they said whatever after the 30-day return period should be taken care by the manufacturers. I am looking for a full refund or get a replacement.

  Business Response

  Date: 10/10/2022

  Hello,
  
  We are sorry to hear that you are having problems with your warranty. 
  
  Because of the manufacture date of your device is 2018, we have no way of updating the warranty to your purchase date so the warranty on the device has expired as of 2021.
  
  Because you did not purchase the device directly from **********************, we are unable to refund as that would have to come from the place of purchase. We will be happy create an RMA to have the device sent in for repair, however because there is no warranty, you would responsible for repair charges. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18150940
  
  I am rejecting this response because: I bought a NEW, UNUSED, and UNOPNED monitor in early this year. According to the email I received, I have been falsely guided to go to BestBuy and ask for a return/refund. When I went there, the BestBuy team said that the receipt is correct, and the item was a NEW, UNUSED, and UNOPNED item and I had 30 days to return the item and after that, the manufacturer would be liable for other things, such as defective items. They also said the date in the back of the monitor has nothing to do with the date of the purchase. According to the ASUS policy, I have a three-year warranty from 01/11/2022, which would be 01/11/2025. I completely object with the given statement and I am qualified to get a full refund or replacement due to buying this defective device.

  
  Thanks,
  
  

  Business Response

  Date: 10/13/2022

  Hello,
  
  
  After further review of your case, we have determined that we will be able to apply the warranty to your monitor as a courtesy. Your warranty will be valid through 1/10/2025 and you can check it through our website here https://www.asus.com/us/support/Warranty-Status-inquiry
  
  
  We will be happy to have your monitor sent in for repair, as that is what is covered by your warranty. If we are unable to repair the device, we would be able to consider a replacement at that point. 
  
  
  You may create the *** here https://www.asus.com/ca-en/site/ASUS-Repair-Services/ by following the prompts.
  
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 10/18/2022

  Complaint: 18150940
  
  I am rejecting this response because you may wish to check the attached file. According to what the ASUS website said, I took the monitor to ********************************************) for repair, and they refused to repair it cause no note or document has been sent to ******* for repairing that monitor. Now, I am in between of BestBuy and Asus. ******* says I should contact Asus and Asus says I should contact BestBuy. You can simply copy and paste the Serial Number "************" in Warranty Status Inquiry page and see you would get the exact same note. I don't know what I have to do.

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