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:09/28/2022

  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 an RT-AC5300 router January, 2021. On 9/5/22 I reached out to Tech support for an issue involving one of the radio bands not working; after some investigating the tech told me that this was a hardware issue, the router was still in warranty and the item would need to be RMA'd for repair. On 9/12/22 the item was received by the ASUS team under RMA# USBVN90222 to which they corresponded with me that they were unable to repair the device and have thus agreed to replace it. After a week of no correspondence or tracking number I contacted them via phone and they told me they would call within 4 days to confirm shipment of a new device; 4 days passed, no correspondence and no tracking number. 9/23/22 I began new correspondence via email which has now gone back and forth around 5 times. I have requested that they confirm when they would be able to ship the new product to which they replied that they didn't know. I have requested a refund to which they replied they can't do that. The latest response was that they don't have a replacement to send and they don't know when they're stock will be replenished.To sum it all up, they took my router (and still have it), are unable to give me a replacement timeframe and are unable to refund my money; meanwhile my house is without internet and I'm going to have to buy another router to get things back up and running.I have attached the original purchase receipt for a total of $284.61 as well as much of the correspondence that I mention above. At this point I DO NOT want a replacement device, I want my money back and quickly.

  Business Response

  Date: 10/07/2022

  Good Evening, I hope you are doing well.
  I am happy to tell you that your replacement was sent out to you on the 10/4/2022. 
  Your tracking number is 578276933578 shows that it was delivered on 10/5/2022.
  
  If you need anything further please reach back out to us.
  

  Sincerely,

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

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

  Customer Answer

  Date: 10/08/2022

  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:09/21/2022

  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.

  Hello, I purchased an ASUS Monitor (ASUS VG248QG 24" Full HD 165Hz) on 2/17/2021. I paid $201.39 for it. I noticed that there were ghost lines appearing on the right side of the monitor. I filled out the ASUS warranty form so they can either fix it or give me a new one, and then I spent money on packaging materials so I can ship it out to them (around $30 total: bubble wrap, tape, and the box to ship it in).According to their own warranty requirements, the monitor has no physical damage, and it falls within the warranty window. They were able to replicate the ghost lines.Originally they wanted me to pay $294.25, and then for whatever reason they dropped the price by an arbitrary 50% saying I need to pay $147.13 to repair it. I have been without a second monitor for almost two weeks now (coming up on three weeks), and it's really starting to affect my work.They are refusing to honor their own warranty, and the *** department I spoke with keeps saying they don't have a supervisor and they essentially answer to no one, which furthers my point that they just don't want to honor their warranty.The solution for me is the following: for inconveniencing my time and resources (around $30 packaging costs), I am expecting at minimum for them to repair the monitor at no extra cost to me (as per their warranty), or give me a new VG248QG monitor.By the way, the cost of $147.13 to repair it? I looked up the VG248QG monitor's current price, and it's $163 as of 9/21/2022. That is absolutely ridiculous, and I need this resolved now.Best regards,*************************

  Business Response

  Date: 09/28/2022

  Good Evening,  

  
  I hope this finds you well! I am happy to let you know that your Monitor was shipped out to you on 9/26/2022.
  It states that you will receive this by 10/3/2022.  ********* tracking number is 278436991622. 

  Sincerely,

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

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

• Initial Complaint

  Date:09/19/2022

  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 sent my motherboard in on august 29 because it would not power on. On September 2 they tied to bill me for $266.75 for the damage that happened during shipping so I contacted asus because i used their shipping label fed ex did approve the claim for $114 dollars on the 13 but they wont fix my board every time I call them its wait 24 to 48 hours. I even give Asus the check/ EFT number its like they dont believe me that they have the 114 dollars. I have been contacting them about 17 times though email and not getting anywhere.

  Business Response

  Date: 09/28/2022

  Good Evening, 
  I understand your frustration and the inconvenience that you have had going thru the repair process along with
  having a ***** Claim.  I am showing that you repair was completed and has been shipped out to you with a
  delivery date on 9/30/2022.  There was no charge for the repair due to the damages being done during the 
  shipping process.  

  Sincerely,

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

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

• Initial Complaint

  Date:09/18/2022

  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 this motherboard https://www.amazon.com/dp/B007RIFKUS?psc=1&ref=ppx_yo2ov_dt_b_product_details . Under the product description (see picture) it says that it is backed by a 5 year warranty. After trying to register the product, there was a notification that the warranty was expired. After contacting customer support through ********************, the email we received (see picture) shows that they WILL NOT honor the warranty listed on that landing page. Further more, when contacting Amazon customer **********************, the manager said (see picture) to complain to the BBB because Amazon is not held accountable for the fact that they will not honor the warranty, and it has nothing to do with the fact it was a 3rd party seller that I bought it from through amazon, that because the landing page states it is backed by a 5 year warranty, that it is an Asus problem. So there you go... Asus doesn't honor warranty's and provides false advertising. I would have been out almost 400 bucks if anything went wrong with that board. Glad I tried to register it first before doing anything with it.

  Business Response

  Date: 09/27/2022

  Good Morning,  I hope this finds you well!

  
  I understand the frustration and the inconvenience about the issues you
  have been having since you purchased your motherboard from Amazon
  and it's reseller *** Buy.

  
  I have looked thru all the attachments that you sent in for review and I
  did notice that you were talking with a Amazon Rep when they said to 
  take the manufacture to the BBB.  I also see that you also did reach out
  to us and we explained that due to the unit being sold as open box/used 
  and being over 7 years old we would not be able to add any warranties.
  In order to have the 5 year warranty you would need to purchase the 
  unit new in box, never open or used.

  Sincerely,

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

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

   

• Initial Complaint

  Date:09/17/2022

  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.

  Dear BBB,I've been an Asus loyal customer for over 15 years and as someone who is passionate about technology, throughout these years, I purchased over 40 products from Asus (recycled countless routers, zenbooks, Taichis, proart products incl. Projectors, dvd writers and the list goes on). Recently, I purchased a zenwifi XT8 mesh router and it's been giving me trouble and the resolution has been unsatisfactory. I received 2 replacements thus far under warranty with the most recent one happening last night. My original purchase was made at Amazon and it worked well for about 12 months then started malfunctioning. Sent it for repair and Asus sent me back a replacement that worked well for like 10 months and then malfunctioned again. I then sent it back for repair and it took Asus approx a whole month to send me back a replacement despite this being a current model still. Anyway, the replacement came last night and it didn't work properly out of the box. I contacted their support center this morning and honestly half way through the call I realized that I wasted at least 10 hours with Asus support center throughout the life of this router and I had so many inconveniences not being able to work properly (not to mention bringing ******* in thinking it's their fault) because conference calls would drop (which jeopardizes employments as other party always assumes that the calls are dropping conveniently). So on the call with Asus support, I decided to save myself the trouble because the solution they offered was not reasonable (sending the router again for another month and waiting for another unit that God knows may work or not) that would be two months out of the last 10 months. So I told him I am so frustrated and this resolution doesn't work for me anymore and it's not reasonable and that I will write-off the $400 purchase price of the unit and file a complaint so that people understand what this company really is

  Customer Answer

  Date: 09/25/2022

  Complaint: 18039488
  
  I am rejecting this response because: This response does not provide any details on resolution. All it says is "Your complaint was assigned ID ********". I don't know what this means in terms of Asus's intention to resolve the issue.  Thanks!

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

  Business Response

  Date: 10/03/2022

  Good Evening,

  
  I am unsure as to why you didn't get the email that I forwarded you last time.
  I understand the frustration and inconvenience that you are having due to the repeated issues with the routers that you have received.
  I apologize that you are still having issues at this time with the most recent. You stated that upon writing this email that you received an
  replacement that didn't work properly outside the box and that is something that we need to have sent back and looked at.  I see that
  you have declined to return it and that you also declined to be escalated to the next level of supervision so that they could try to 
  help you.  We are happy to set up another RMA with expediated shipping back to us so we can see why this replacement didn't work out
  of box and help resolve you issues for you. The other option that we have is to set up a advance replacement but we will need to have
  a credit card hold before we can send out a replacement.  

   

  Sincerely,

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

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

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18039488
  
  I am rejecting this response because: Thank you for your very delayed response on the issue.  I gave up on Asus to provide a feedback due to the delayed response.  So, I actually contacted Asus twice since then and every time the rep wanted to troubleshoot even though I've been having this router for approx. 2 years and I know how to use it well and set it up well which is exhausting as it takes a lot of time every time they do the troubleshooting and honestly at this point I think it is a strategy to make consumers give up and they succeeded.  Everyone of those times, the representative concluded to escalate and that a manager will be contacting me which never happened.  After my various attempts since my last response, I decided that it's cheaper for me to write off the router and buy myself a new router.  So thank you for your generous offer but I don't need your router nor your service anymore.  Have a great day!
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/17/2022

  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.

  Recently I purchased a computer, a laptop from Office Depot, the ASUS Vivobook laptop. This is my 1st time purchasing one of their products from any place. One of the reasons that I wanted to purchase this laptop made by ASUS because ASUS claims their is a one year warranty on the one that I bought. It is was and is being advertised as having one year warranty, However, when registering the laptop same day it arrived to me, it stated a two month warranty, I emailed and called multiple times and was told I must prove my purchase. Never in my life have I been asked to prove that I purchased anything, as if maybe I stoled it or something. Anyways, I sent screen shots and that was not allowed. They insisted I must provide the original receipt. I found the receopit in the box, took a picture of it and emailed it to them. I emailed it to ********** and I also called. One of the reps told me they forwarded my case after showing them what I ask for. But not before them asking me if I can send the reciept in PDF form first. How in the world can I satisfy them? I was told I would be contacted by the higher team that it was escalated to a few days ago. I was told I will definitely hear from them by Sept 16th and that did not happen. I only have a few more days to be able to return this laptop back to Office Depot. If they honor their advertised warranty of a year, then I will keep it, if not I must return it. They are doing false advertisements. I included the receipt that was found in the box and screen shots of the lap I purchased. The company is acting like crooks. Office Depot assured me that I purchase a new lap top and not a used one.

  Business Response

  Date: 09/25/2022

  Good Afternoon,
  I apologize for the issues that you are having with your warranty on the laptop that you purchases from Office Depot.  
  I want to help you resolve this issue.  One of the issues that I am seeing is that that the warranty attached to this
  Serial Number has already stated on 11/17/2021.  We are asking for a actual invoice from the sale of the computer not the order
  invoice because it will have the Model number and Serial number listed on it.  This is what we are needing:

  
  The receipt/invoice will need to display the:
     companys logo   date of purchase
     cost
     serial and/or model number of ASUS product
     File types accepted: PDF, JPG, PNG, GIF
  
  
  Unacceptable forms of proof of purchase are:
     bank statements
     screen shots
     forwarded e-mails
     copy & pasted e-mails
     do not accept files attached as TXT or RTF, DOC
  
  
  If you want to go back to the place of purchase and talk to them about this and get the original copy of purchase so that we can look into this for you.

  Sincerely,

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

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

   

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18039101
  
  I am rejecting this response because: This is totattly absurd. Your company ASUS, advertises the laptop that I bought from ****** Depot to have a one year warranty. I purchased your laptop and then immediately registered it. Now I have made many many calls and emails and always told it is not good enough. The serial number should be enough and your company is doing false advertising and that is not legal in *****************. Maybe your company can rip off people in other countries easier. I have reported this to ****** Depot as well and I was told by
  *************************
  Executive ************************* ****** Depot
  6600 ****************  | **********, ** 33469
  Tel: ************ | *****************************************

   

  That you told ****** Depot that my warranty information has been updated to being a one year warranty and she reported this to me on Friday Sept 23rd 2022. Is this not correct information?
  Sincerely,
  
  *************************

  Business Response

  Date: 10/03/2022

  Good Evening,

  
  As of the last email to you the warranty was not updated to show that it was extended.  I am showing that the warranty
  is now showing that your warranty was extended until 9/11/2023.  I apologize for any miscommunication that happened
  in our past correspondence.  Have a great day.

  Sincerely,

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

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

   

  Customer Answer

  Date: 10/12/2022

  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.
  

   

  It is unreal that it took nearly a month to get the one year warranty on the laptop as it was advertised. I have a ****** and a HP laptop. I never tried the ASUS and decided to go with that one this time and although the laptop has been decent. The company itself is horrible and refused to honor their one year warranty as advertised. I only bought the ASUS laptop since it advertised that, so it would be more peace of mind with the first time using their product. After many attempts from myself, then Office Depot got involved to help me to change it. ASUS was no help to me at all. I no longer trust this company and hope I will not need to use the warranty,  because I believe they will find a way not to honor it. Thank you BBB
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/14/2022

  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.

  I purchased my asus laptop from Target. It shut off and screen went black. I contacted asus multiple times via email and phone. It has been getting passed around from person to person, each email from someone different saying they will be handling the case. I was told my laptop was reported stolen. I never reported it stolen. I was asked to provide proof of purchase so I did. I sent them the receipt from target and the pictures with the model and serial number. I got another email today saying another person was handling it. This email now says the same thing that 3 emails back did. Ive been getting the run around and Im sick of it! My case number it N2208010762. Replace my device or repair it. Its still under warranty.

  Business Response

  Date: 09/22/2022

  Good Evening, 

  
  I understand your frustration and the inconvenience of your computer having issues with a black screen and shutting off.
  I also am showing that your case is being looked into due to the fact that your warranty has been marked as stolen, I 
  apologize that this is what is slowing down your repairs.  But until we can clear up this issues we are unable to work on 
  
  the computer.  We are more than willing to resolve your issue and will proceed with a RMA as soon as we clear up this
  unfortunate situation.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18023868
  
  I am rejecting this response because:  I have provided the proof that this device was not and has not been stolen. I bought it from target and provided proof. I keep getting these rehearsed script responses and it has been months now. What is the hold up about verifying on Asuss end?  I got another email from asus saying that I should take it to where I bought it. Ive gotten this message 2-3 times already. Clearly NO ONE is doing anything about resolving this issue. It is just getting passed around from customer ********************** representatives to customers representatives and theyre sending out these fake responses as to what is being done. In all actuality nothing is getting resolved. I asked for your legal team department and got another repeated response. Id like to know who to contact now and where to I file a lawsuit against as this is not going anywhere and neither am I. 
  
  Sincerely,
  
  *****************************;

  Business Response

  Date: 09/28/2022

  Hello,
  I understand that you sent in a screen shot of you receipt for your unit, but unfortunately we can't use that and will need one of the following:

  
  The receipt/invoice will need to display the:
  companys logo
  date of purchase
  cost
  serial and/or model number of ASUS product
  File types accepted: PDF, JPG, PNG, GIF

  
  Unacceptable forms of proof of purchase are:
  bank statements
  screen shots
  forwarded e-mails
  copy & pasted e-mails
  do not accept files attached as TXT or RTF, DOC

  Once we have that we can look further into this situation.  

  Sincerely,

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

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

• Initial Complaint

  Date:09/13/2022

  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.

  I sent my motherboard in for RMA on 07/04/22. I received an email from their customer induced damage department claiming that 4 missing screws are the reason they cannot replace it under warranty and that they would have the charge me the entire price of the motherboard to replace it. I told them I would send them the missing screws and they agreed. I had now spent $100 on shipping. Upon receiving the screws they now claimed that the motherboard had 3 bent socket pins and it would be $180 to repair them. I called support and they immediately told me (without me asking anything) that since I was not notified of the bent socket pins originally they would replace the motherboard under warranty. I received my replacement 09/04/22 and upon opening the box I found it was missing the entire factory waterblock. I called support and they requested pictures of the box. Upon fully opening the package I discovered that not only was it missing the entire factory waterblock but it also had a bent I/O shield with no signs of shipping damage. I have been calling them every day since and finally received an email from their corporate care team stating that the waterblock I sent in was an accessory therefore I should not have sent it in originally (despite their customer induced damage team requesting the screws for it?) and that they would be willing to send me another "recertified" replacement. I told them I am not interested in a recertified replacement, they sent one to me and it was missing half of it's essential parts and was damaged. I am requesting a brand new replacement unit and reimbursement of my shipping fees that I had to pay for their poor product quality.

  Business Response

  Date: 09/16/2022

  Good Morning,
  
  I see that you have also been responding to the *** department and that your case has been escalated to and taken over by 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.

  Thank you,

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

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

• Initial Complaint

  Date:09/12/2022

  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 had a very expensive Asus display that had minor scuffs and normal wear and tear. However I had an issues arrive where black lines would appear and the hdr function was not available. I then contacted Asus to have this display repaired. Upon talking with the individuals over the phone they asserted me that my display was well within the warranty period. So after sending my unit in there was determined that my device was not under warranty due to a minor scratch on the face of the display. I then contacted them and said this is inexcusable due to this being only minor scuffs and scratches and my issues was more internal for hardware. After many emails back and forth they admitted there were issues with the display internally and the root cause of my complaint is true and valid but nothing would be covered due to a minor scratch. I was sent images and shown the damage and I also sent them images confirming it there before I sent it and was not interested in having this damage repaired and only interested in having the failure with the display repaired as this was covered and happened outside of the small scuffs. If the scuffs were minor I would assume it was from some massive drop or due to shipping. With this being said I find this insane that zero marks are allowed to be on a device for repair.

  Business Response

  Date: 09/20/2022

  Good Evening, I hope you are well!
  I understand your frustration with the issues that you are facing with
  your Monitor.  As all unit do have wear and tear on them some of the scratches
  that were found on your LCD screen were deeper then what we can proceed
  to do repairs with.  If we did any repair without replacing the main issue
  it would not resolve any of the visual disturbances that you are seeing.
  
  In looking thru your RMA there was partial repairs complete just nothing that
  had to do with you LCD screen.  I would be happy to offer a discount of 35% and 
  free shipping and labor which will bring your quote from $1294.59 to $ 963.81. 
  Please let me know how you would like to proceed.
  
  
  Sincerely,
  ************
  **************************************************
  

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18013661
  
  I am rejecting this response because: there are small scuffs on the display. I am NOT asking for anything that has to do with physical damage to be repaired. I am asking for my displays issue that it is experiencing to be resolved regardless if there are wear marks on it. It is also a lie that the scuffs are causing the issue. It is another lie that you have done partial repairs to the device as I was informed that nothing will be done to solve the issue it came in for because there are scuffs. The issue was present with or without the scuffs on the display and this sounds like to me that you are avoiding the repair because if you did actually complete the warranty and follow through with repairing what actually is covered, the display would need to be replaced because its an internal issue with the display itself. I am NOT paying for the repair at all. This issue is not caused by physical damage and is not caused by misuse. If you deny me my warranty repair due to minor abrasions that do not effect performance, then you need to deny every single piece of equipment a warranty if there are any marks on it just like mine.

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

  Business Response

  Date: 09/28/2022

  I apologize for the issues that you are having during your RMA process and we are trying
  to get this situation resolved for you.  I am working to see what other options are available
  at this time.

   

  Sincerely,

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

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

   

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18013661
  
  I am rejecting this response because: there is no actual response. The device is defective and had nothing to do with and physical condition it is in unless the shipping company destroyed it. In that case it was a label produced by Asus and would still be an issue within Asus channels. The fact I have had to contact the BBB and they are still trying to play games is insane. I would like this issue resolved asap as the longer my display sits in their RMA department the longer I go without my work. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/11/2022

  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 4-year warranty on an ASUS laptop directly from ASUS's website on 4/13/22 for a laptop we purchased on 4/11/22 (from a local computer store). Was unable to activate. Called and emailed ASUS for assistance. Over several email correspondences, the warranty was finally activated, but for 4 months and 10 days short of the full 4 years. I emailed/called to get it rectified, but it seems they come up with another reason they cannot not resolve the issue every time (need picture of serial number, need this, need that). Still don't have my full warranty and I've provided what they asked for. If not rectified, I will be disputing the charge on my credit card as they have not provided the service that I paid for!!!!

  Business Response

  Date: 09/19/2022

  Good Evening, I hope you are doing well!

  
  I apologize for the extended warranty issues you have
  had with getting the warranty end dates updated properly.  I have looked
  into this and I am showing that it was updated today 9/19/2022
  with a date of 4/11/2026 as the warranty end date.  

  
  I want to thank you for your patience while we were able to
  fix this discrepancy for you.
  
  
  Thank you,
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