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:09/10/2022

  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.

  Laptop purchased 12/19 through Amazon Approximately ***** months after purchase, battery stopped charging. Attemped all known diagnostics and troubleshooting, researching online, contacting ASUS tech support. No improvement.As system was considered 'out of warranty', and due to my previous experience as PC repair technician, I attempted self-repair. System became un-responsive.Agreed to pay for repairs through ASUS support - approximately $1,700 for new system board and battery replacement, plus "diagnostic fees".Approximately 15 months after those repairs - same issue has occurred.Company refuses to acknowledge issue, demands yet another repair at full price, on a computer less than 3 years old. I refused, and attempted to escalate issue to higher office.Response was waiver of $85 "diagnostic fee", and only 30% discount on repairs. (estimated $1,2000)Attempted to escalate to "CEO Response Team" as provided in one of the responding email from ASUS. No response.No information found to contact that office, as no references to office found on official websites, and links to office are all broken (non-functional)This would be a total of approximately $4,500 paid over 2.5 years on the same computer that has shown a repeated issue, indicating a manufacturing flaw.

  Business Response

  Date: 09/19/2022

  Good Evening, I hope you are well!
  

  Good Evening, I hope you are well!

  I understand your frustration and the inconvenience that you had with your Laptop due
  to the your unit being unresponsive.  I do see that you did reach the Procare team that
  does assist the ********* at times. And they did reach out with the waived diagnostic fee and
  30% off repairs. 

  At that time we didnt even know what the issues were.  So without seeing what 
  needs to be repaired we wouldnt be able to offer more than that.  Seeing that you are having the 
  same issue with your laptop as before there has to be other issues involved and again only having 
  it sent in to have it diagnosed will help find out what is wrong.

  At this time we cant offer replacement or exchange if we dont know what the issue is that you are having.

  Thank you,

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

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

   

• Initial Complaint

  Date:09/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ASUS ViVoBook K513 laptop from ***'s club on 8.10.2022. I bought this as a graduation gift for my niece before she went to college, and I thought this was a good brand for new college students. On September 3, I helped my niece activate the ASUS, and everything went smoothly until I tested the ********* products (Word, Powerpoint, Excel, Outlook), all basic programs for school but required the product keys. I tried different product keys on the box, and nothing is working. Finally, I called ************ at 11:48 for help, but the representative is not helping much except by creating the case and telling me to wait 24 hours for responses and case #N2209003057. I waited until 09.06.2022 and called at 6:19 pm to follow up because no one called or emailed for an update. Again, the representative told me she would escalate my case and wait another 24 hours before ASUS responded.On 09.07.2022, I received 2 emails from ASUS ************************************************************************* The first email I received at 10:51 am with the product key 8D4PR-FNJWJ-WKG6X-V4YGW-29X2J The second email I received at 12:04 pm with the same product key.I went on the ASUS and typed in the product key, but I kept getting the same error "Please double check your product key and try again. We're having trouble recognizing it". I tried to cut and paste and type but had the same error message.The same day, I called at 8:53 pm, and again, the representative kept asking me the same question when I explained to her that the product key was invalid. She put me on hold for a while and came back to tell me she going to escalate my case, and I had to wait another 24 hours.On 09.08.2022 at 11:06 am, I received the same email with the same invalid product key. I called at 9:52 pm. This time, the gentlemen answered the phone, asking the same question, such as product key or error message. He placed me on hold and returned, suggesting I bring my laptop back to ***'s Club and return. I can't return for over 30 days.

  Business Response

  Date: 09/19/2022

  Good Evening, I hope you are doing well!

  
  I understand your frustration and the inconvenience of not being able
  to get your ********* products to work because you needed the activation
  product key.  I am sorry that it took so long for you to referred back to
  ********* after the number that you were given in the first place didn't
  work.  The product key is only able to be designated once and if that
  doesn't work than you have to go back to ********* for further information
  and solution.  If you haven't reached out to them yet please contact the 
  ********* for resolution.

   

  Thank you,

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

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

• Initial Complaint

  Date:09/08/2022

  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.

  My Asus Computer Model TP202NA stopped charging several months ago. I sent it to Asus (******* **) for repair. All the software was working on it. Asus sent me a quotation under **************. Asus fixed the broken bottom case and sent it back to me yesterday, saying they also fixed they charger connection. Unfortunately they also wiped the hard-drive (which I didn't request). When I got it back I started to reload Windows 10, but it wouldn't load correctly. In addition, the computer battery is STILL not charging (the battery itself is not a problem). Admittedly, the problem may be with my charger, which I'm trying to reorder. I'm also having A LOT OF DIFFICULTY reloading Windows 10 and setting up my computer again. I talked with their service department (Incident No. N2207035406) for about half an hour, but couldn't resolve anything with the suggestions they gave me. However, since the battery on my computer is almost totally discharged now, I can't work to resolve the Windows 10 issues until I get the new power cord (which will hopefully resolve the separate charging issue). In other words, after spending almost $180 to get the computer working correctly, I still won't have it working correctly until I re-order the new charger and then start working to get the Windows 10 issues resolved. The latter WOULD NOT have been an issue if they hadn't wiped the hard-drive, esp. since the only problem in the first place was the charging system.

  Business Response

  Date: 09/17/2022

  ood Evening,
  
  
  I apologize for the frustration and inconvenience that you are having with charging issues with you laptop.  I also understand that your
  hard-drive was reset when the repair to the bottom part of your NB was done.  Unfortunately that is something that *** happen and is
  documented in one of the disclosures papers that are emailed with the *** instructions.  But we would like to resolve these issues to 
  the best of our abilities. When testing the adapter the technicians had to use a test adapter and there was no issues found with the charging
  of the unit.  So if you are still experiencing issues we *** need to have you send your unit back in to be looked at with your adapter to have your
  NB looked over again.  We can send you a pre-paid label and your 1st repair has a 90 day warranty so this will be done at no cost to you.  Please
  let us know how you would like to proceed.
  
  
  Thank you
  ***** S
  **************************************************

  Customer Answer

  Date: 09/18/2022

  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.  I will send the computer back with the instructions provided by Asus.  Please send these to me.    

  FYI, I tried to charge the battery with 3 different charging cords, and none of them worked.  So there's still definitely a problem there. 

  As far as re-loading Windows 10, please re-do the basic installation, and I will be responsible for doing the rest of the software reload.  I re-loaded Windows 10 once, and it doesn't work completely.  It will have to be completely "reset".  I will give you the screensaver password when you're ready.  
  

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

• Initial Complaint

  Date:09/07/2022

  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 updated my BIOS with an update file from the ASUS website, it destroyed my Corsair Vengance RGB Pro 16GB ram card, and made my ROG Z390 E Gaming motherboard's 4th ram slot inoperable. I contacted support about this considering this was a BIOS upgrade from the ASUS website, and a Supervisor named Racl from Support level 2 informed me that I would have to pay for that damage. They refuse to compensate me for damage done to my property due to a faulty update file from their website.I would be happy with either a free repair/exchange, or a flat out refund of the motherboard, as well as a replacement for my Corsair RAM card that was deemed inoperable.

  Business Response

  Date: 09/17/2022

  Good Evening, 
  
  
  I want to apologize for the frustration and inconvenience that you have gone thru with your Motherboard since you did a BIOS Update.  I understand
  that you want to have a exchange or refund and I will be have to look into this and see what we can do to help you resolve this issue.  We will need
  some information regarding the Motherboard that you have.  We know that you have  ROG STRIX Z390-E GAMING MB and a ******* VENGEANCA DDR4,
  but we will need the ** and SN of the MB for further research.  Once we have this information we will be able to research this issue and how we can move
  forward.
  
  
  Thank you 
  ************
  **************************************************

  Customer Answer

  Date: 09/18/2022

   
  Complaint: 17932343
  
  I am rejecting this response because: This doesn't give a direct solution to my issue. This just brings me back through the service department that was of no help.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/25/2022

  I understand that you feel that having the Model Number and Serial number has no direct correlation to the issues at hand but we can't handle
  any of your concerns without them.  We can't look into any actions regarding what happened during the BIOs update with out looking into the situation. 

  We will be more than happy to look into the situation and have you send in your unit for further investigation to your issues.  We can not just replace and or refund
  with out looking closer into what caused the issue at hand.

  
  Again I will be happy to set up a RMA with expedited shipping to have you send that in so that we can have a technician look at it.

  Sincerely,

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

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

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17932343
  
  I am rejecting this response for 2 reasons:

  1. I will not send anything if I need to pay for it, like the guy told me when I contacted support told me, I had to pay 40$ just for you guys to see if there is an issue with the motherboard.

  2. I use my computer for work, I cannot go more than 2 days without a working PC. I can gladly send the nonworking card if I am sent a replacement to use in the meantime, or a replacement all together and send the malfunctioning unit back to you.

  I can send the information for the motherboard, but those 2 reasons have to be dealt with if the motherboard needs to be sent in. I cannot send in my motherboard and not have access to it for multiple weeks, that wont work.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:09/07/2022

  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 the ***AX86U Wireless Router, and it started malfunctioning a few months ago. I noticed issues with the ethernet ports. Some connection issues, like stuttering in audio calls, was fixed with a reboot, but others, were permanent, such as a totally dead ethernet port.I contacted ASUS support about this issue about a month ago or more. They informed me a few days later, that they didn't have any replacements for me in stock, but would reach out soon. I never received a follow up call, and so I called back, got placed on hold, the agent returned saying she couldn't do anything further, and needed to escalate the case. So still no end in sight.So I am requesting that ASUS, if they do not have a replacement of this model, to instead provide an upgraded model as a replacement. If neither can be done, I would like a fair refund of the value of the product, given that I've had it less than a year, and its under warranty for two years. A repair is not an option, because I cannot be without a router.

  Business Response

  Date: 09/19/2022

  Good Evening,  I hope you are doing Well!

  I do apologize that you are having issues with your Router and 
  that your RMA process for a replacement has not shown any
  available units up until now.  I have rechecked the inventory and
  and I am not showing any stock of the model you have at this time.
  I will be more than happy to set you up for a Advance Replacement
  with a Credit Card hold and once that is done we can advise you
  what models we have in inventory, and what models we are able 
  to offer at that time.  That process usually takes 3-5 days.  If this is 
  something that you are interested in please let me know and I will
  be happy to start the process.
  
  
  Thank you,
  ***** S
  **************************************************

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17931411
  
  I am rejecting this response because:
  
  I need to confirm what I am being offered before I can accept this response, as accepting closes the cases entirely.
  
  The previous response does not indicate what my replacement options are.
  
  With the absence of an identical model, I need to be sure I'm being offered something of equal or greater specs,
  
  Or, alternatively, ASUS could just pull inventory from their sales department of the exact same model, since they have no stock issues there.
  
  We may speak by phone; ************.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 09/25/2022

  Good Afternoon,
  I understand your concern in wanting to know what we are offering you before you accept anything or even close the case.
  We are looking at a NIB (New in Box) of the same model that you have at this time. Inventory can run out so we want to 
  proceed as fast as we can.   Please let me know how you want to proceed.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 10/01/2022

  That sounds good to me.
  

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

  Customer Answer

  Date: 10/10/2022

  From: ***** <*****************>

  Sent: Saturday, October 8, 2022 4:46 PM

  To: info <************************************>

  Subject: Complaint #********

   

  The business never contacted me, over 5 business day later, after I accepted their response.

   

  The complaint is over a month old, and I've never been called, despite requesting to speak by phone about the issue.

   

  The issue I've been having with ASUS, has now gone on since August 15th.

   

  I accepted the response, expecting them to honor their end of the deal, which they said was to replace my router, but given they are not contacting me, nor responding to the email provided to the BBB, I'd like to change my response, or reopen this complaint.

   

  This company is incredibly dishonest.

   

  Business Response

  Date: 10/12/2022

  
  Hello,
  
  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.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 17931411
  
  I am rejecting this response because:
  
  I waited long enough and I'm done buying ASUS from this point on.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 11/10/2022

  Good Evening,

  
  I would like to thank you for your patience,  I was able to reach out to **************, and she would like for you to please reply back to her emails
  that she is sending out to you.  I would like to verify the email address that we have for you on your file as:  *****************, 
  if this is not the best email to reply to you on please let us know what is.   I also know that she that on her last email she asked 
  if you would like to be contacted by phone, so if that is something that you would like again please email her back and let her know that also.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:09/07/2022

  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.

  I have had multiple replacements and requested a new in box replacement. I was approved for this about a month ago and keep getting told they are going to send me an email with approval to send out my new unit and this never happens. I am constantly in the run around and they never actually resolve the issue. I contacted the office of the president and got the same nonsense. I have case numbers and promised replacement model.

  Business Response

  Date: 09/08/2022

  Hello,
  
  Because 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.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17929479
  
  I am rejecting this response because: I am still unable to come to any conclusion regarding this. I have been waiting months now and just in this recent faulty computer, weeks have gone by. I want the contact information for the highest I can reach to get this resolved. If not I will be filing a complaint legally and request certified mailing address to be served. 
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 09/19/2022

  Good Evening, I hope you are well!
  
  I understand your frustration and the inconvenience that you had while waiting for your
  Replacement.  At this time I am showing that you have received your unit as of 9/16/2022.
  

  If you need further assistance please reach out to ******************************************************************. 
  
  
  

  Thank you,
  
  ************
  **************************************************

• Initial Complaint

  Date:09/07/2022

  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 reached out to ASUS support a few weeks ago to get a computer motherboard replaced that has a manufacturers defect on RAM slot 4. After sending the board out for repair and getting it back they claim to have fully tested the board with no issues. I installed the board into the system and what do you know... RAM SLOT 4 IS STILL AN ISSUE!Additionally I paid for a return label WITHOUT signature confirmation! They went ahead and ignored my request and shipped back with a signature needed. I even told them I am never home during the day/week to receive packages or sign for them. Again wasting my time and money I had to go out of my way to pickup the package I did not know was delivered to a *** store. I was not home to sign for it when they attempted delivery. MEANWHILE MY CUSTOMER IS WAITING. Thanks would be in order but they never replaced the board that was under warranty. They sent the same board back without repairs or replacement.I have already proven to them that this was a lie because if the board was fully tested they would have found that RAM slot 4 was bad! Problem: They have wasted my time and my customers. I am now at a loss of 800$ because in buying additional testing parts that were never needed. ASUS failed to replace the board as originally suggested and I am at a loss of labor hours and parts now. What I want: I simply just want the board I paid for to be replaced without all of the hassle of calling and waiting weeks for managers to call me back. I will most likely never buy or suggest Asus or ASUS ROG products to my customers again as a result. RMA number: USPCN90264 ************************* ************

  Business Response

  Date: 09/15/2022

  Good Evening,  I hope you are doing well today.

  
  I apologize for the frustration and the inconvenience that you have gone thru with the repair of your Motherboard.  I did have
  to redo you RMA so that I could send you a overnight prepaid label so that you can send us your unit back.  Once we get that
  back we will start the process of replacing yours with a recertified replacement. 
  
  Under the ASUS warranty policy, we do not provide brand new replacement units.
  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/ . 
  
  Your new RMA # USPCN92155 you should be receiving your  label and RMA instructions.  

  Thank you,

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

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

   

  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17928596
  
  I am rejecting this response because: I will not remove the board from the system until I have a replacement IN HAND. You owe me this. I have already wasted my time and money by your team FAILING to fully test the product when I shipped it back the first time (per your warranty repair stipulations and guidelines). This is not my fault. It is yours. Do better, I will not accept anymore candid responses. Be careful because I may never buy or suggest Asus products again followed by a ******* video warning buyers of such situations. 

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

  Business Response

  Date: 09/25/2022

  Thank you for your reply and I apologize that you are not wanting to sending in your board from you system until you have a replacement.
  We can only provide a recertified replacement as a courtesy or an RMA for repair due to the original RMA was closed no trouble found after the following was
  tested. Visual Inspection Pass, CPU Socket Ok , ALL Memory Slots OK, X.M.P. & D.O.C.P function Pass, Bios Updated, Pretest passed, no trouble found...
  
  Unfortunately we don't provide compensation for time.  We need to have a video or images of the errors that you are receiving and then we will
  be able to advise your best option from there.  A new RMA for repair or a recertified unit.

  Sincerely,

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

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

  
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17928596
  
  I am rejecting this response because: I do not care what your team and documentation says I'm testing. Here are the facts:

  #1 Your tech clearly lied: because if he/she fully tested the board you WOULD HAVE FOUND A PROBLEM WITH RAM SLOT 4. FACT!
  #2 I'll send you the board back just to prove a point. Once you realize that I am correct after testing the board again... maybe then you'll see you've been wasting my time. 
  

  Resend me a label and I'll ship the board back. Because of this I will never recommend Asus products to any of my friends, family, business partners or colleagues. Through my experience as a Director of Information Technology I good have a good what of what quality support looks like. You have provided me the worst support I have literally ever experienced.

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

• Initial Complaint

  Date:09/05/2022

  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 very expensive laptop from Asus - see the file attachments for all of the details that was under warranty. After extensive testing, it was determiend that the lithium battery needed to be replaced. ********** in ***, an uathorized ASUS repair facility refused to order a replacement battery. Asus on their website states that they will replace the battery under warranty. I was forced to purchase a battery on my own from ASUS in ****** and ASUS will not honor their battery warranty and they will not refund my for the purchase - see Facture -92592.pdf.I went in circles with ASUS who refused to help me resolve this as I explained many times that I could not ship this to ******* and do without the laptop for a week. ********** in *** could do the work, but they would not work with me either and ASUS did not intervent with ********** to resolve this. This has become a nightmare for me since I need this laptop with special on license only software to work. ********************** should refund me for the purchase of the battery in the Facture-*****.pdf.

  Business Response

  Date: 09/13/2022

  Hello,
  
  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.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17920967
  
  

  I am rejecting this response because: I have not heard nothing back from ASUS.

  Please resend the complaint since 16 days have passed to date.
  

  Thank you.
  

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

  Business Response

  Date: 09/25/2022

  Hello,
  
  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,

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

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

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 17920967
  
  I am rejecting this response because:

  Nothing is being done to resolve my problem. This is a $1700+ laptop that ASUS is not doing anything to make this right.
  

  The laptop is under warranty and I get is the runaround on what will be done... we are investigating.... this has been the case for over 2 months now... 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 10/05/2022

  Good Morning,

   

  Here is the clarification that you requested. We have never received a reply for the customer even at his requested email address. We will not be providing a refund but I did offer to provide a pre-paid shipping label should they like to send it for repairs.

  I have reviewed your case and see that you have purchased a battery due to the original one needing replaced and are requesting a refund. Unfortunately, we do not provide refunds, only the place of purchase is able to provide a refund for a product. I also see there is some confusion with your warranty terms. Although the warranty on your B9450CEA notebook ends 1/3/2023 the battery included in the device only has a 12 month warranty. The battery warranty would have expired in 2021. Please see the link below for details on your warranty.
  
  We are sincerely sorry that you are having issues with your notebook. Our warranty services is for repair and in order to provide this service you would have to send the notebook in for repairs. If during the repair it is noted that the battery is indeed the issue then the cost of the battery would be the consumers responsibility. I understand that you do not wish to send the notebook for repairs but if you do change your mind please let me know and I will provide you with an RMA and pre-paid label. Our repair service averages **** business days not including shipping.
  
  https://bacchus.asus.com/support/images/upload/warranty/us_Notebook.pdf--Battery warranty is 12 months from date of purchase.

   

  Sincerely,

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

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

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 17920967
  

  
  I am rejecting this response because: I keep getting one excuse after another from over 10 ASUS employees so far that they will not replace the battery or refund me for having it replaced with an authorized ASUS battery. See the attached invoice and writeup for the replacement battery that ASUS needs to reimburse me for.

  They do not have anyting in their warranty on their website that disavows ASUS from not having to reimburse me for having the battery replaced.
  

  ASUS refuses to honor their own warranty which is against the law requiring a lawsuit considering that I paid over $1725.. dollars for this laptop

   

  On their website, it clearly states the following:

  The ASUS battery warranty on the ASUS website -> https://www.asus.com/us/support/Article/604/ clearly sates the following at the bottom of the page:
  

   

  ASUS battery warranty regulations

  ASUS provides battery warranty covering the below:
  

  During the battery warranty period (refer to the product warranty card for the battery warranty date), should battery failure cause the machine to become unbootable, reboot/turn off irregularly by itself, or power off irregularly, we will exchange your battery for you.
  

  During the battery warranty period, should the battery fail to hold charge, or if the system cannot detect the battery, keeps displaying please change battery, or if the charging light blinks in error (i.e., battery cannot charge normally), we will exchange your battery for you.

   

   

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

• Initial Complaint

  Date:09/05/2022

  Type:Sales and Advertising 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 monitor from Asus on April 6, 2022 (Order # ***********)After getting the device, I noticed there was a small defect on the screen - presumably from when it was shipped or manufactured. I contacted Asus three times within the following week to set up a return. I finally emailed Asus support on 4/24/22 seeking assistance - receiving a reply the next day. Asus requested some information which I provided. They would then request I send pictures of the machines defect - which I did on 5/13/22. After receiving emails that the case was getting escalated, Asus asked for pictures of the serial number on 5/19/22, which I happily provided. On 6/6/22, Asus sent me an email that stated they had reviewed my information and authorized a shipping label to be generated so I could return the item. This part of crucial for understanding what occurred. After sending the item back, I wouldnt hear from Asus again until 9/5/22 - in which I had sent emails periodically asking for an updated. On 9/5, Asus told me my refund would not be issued because the item I sent back was not what they shipped me. They stated the serial number of the item I returned was actually purchased from ****** Micro and that I would need to send the item I purchased from them back to Asus to get a refund. This is rather problematic for a few reasons:1) the item I shipped was the same item I received from Asus.2) the item was also the same item that I took pictures of and sent to Asus - which was also the same information that Asus presumably reviewed and APPROVED a return authorization for. 3) Not one person seemed to think it was an issue until the item was sent back to Asus in perfect packaging (aka: the same packaging Asus had shipped me with)The fact that Asus failed to respond for months is detrimental to my bank account. But they also knew what I was sending back and did nothing until the item was received. We are beyond the point of needing a refund.

  Business Response

  Date: 09/14/2022

  Hello,
  We are sorry to hear that you are having issues with your Monitor display and when attempting to get a refund they are stating that the ** that you gave them doesn't match the one they have on File.  I have researched your cases and went thru your pictures.  I have a few questions to see if we can help you resolve this. When you took the picture of the ** did you take that from the outside of the box or from the back of the Monitor?  Could you please double check the ** from the back of the Monitor to check and see if its the same number?  Can you also send in the Purchase Invoice?  Once these are receive we can look into this and see if this will help out with your refund.
  
  
  Thank you,
  **************
  **************************************************

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 17919724
  
  I am rejecting this response because: all pictures sent previously matched what Asus approved for an RMA. Pictures sent were the same device received by ******************** as confirmed in their emails. I cannot give a picture of the back of the monitor as I no longer have the monitor - it has been returned to Asus and is why I have filed a BBB complaint in the first place. Other items requested have been attached. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/25/2022

  Thank you for sending in the requested items.  I am sorry that I will need to have a clearer image for the ** and rating label.
  the one that was sent we can't read.  I will also need a different Proof of Purchase:
  
  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

  Sincerely,

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

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

• Initial Complaint

  Date:09/04/2022

  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.

  After an extremely challenging experience getting a product repaired under warranty, I had to pay for repairs. Because the payment process was glitchy, I was emailed a special payment portal that I had to use to pay for my repairs.I never received an email receipt or invoice for this repair, and because I am filing a damage claim with **** I require that invoice. After repeated calls to customer **********************, emails, and reaching out to their online chat, the only response I've gotten from each responder is that they do not have my invoice. This has happened in each instance that I've reached out. The email included below is only the most recent iteration of this.I do not want to be called. I simply want my receipt record for my payment on 8/11, and an explanation for why I had to fight so hard for a record of what I paid for.

  Business Response

  Date: 09/08/2022

  Hello, 
  
  Because 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.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17918481
  
  I am rejecting this response because, as of this time, my correspondence through the email contact indicated in the response has not yet resulted in a solution. An incorrect copy of the invoice was sent to me, and I replied that this was not the right invoice. I shared a copy of my bank statement as proof, and I was told that they would keep digging. At this time, I'm still waiting, and ASUS is dragging their feet.

  Thus, at this stage, I still have no documentation from ASUS related to the charge, and in order to complete my damage claim with my courier, the invoice is required immediately.

  I have been given no explanation of why I have had to wait weeks - literally weeks - to get a legal, authorized copy of the invoice for the money I paid them.

  This matter is NOT resolved, and what exists now amounts to money that I paid ASUS, and them failing to provide a record for it.

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

  Business Response

  Date: 09/19/2022

   

  Good Evening, I hope you are well!
  
  I understand your frustration and the inconvenience of having to wait for the copy of the
  Receipt of the payment you paid to fix your unit.
  I see since you last email to the BBB that stated the matter was not resolved that there is a email from you stating that the last email
  With a copy of the paypal transaction. Going forward if you have any other questions
  
  Please reach out to 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.
  
  Thank you.
  ************
  **************************************************