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:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off, I would like to say I am a major fan of Asus I always get their products like phone, gpu, monitor etc. This is my first BBB for asus and I would really like to say I am disappointed with them in regards to this. I have an Asus-RTX2080-08G serial J(yVCM00U11236k purchased from amazon and amazon only June 1,2021. Now that this card is having issue such as overheating and artifact. I am getting denied an RMA because they state their GPU RMA Warranty is only a year. A Year, everywhere they sold this product the warranty is stated to be two years from purchase date. Not One, two, if you get a better gpu its 3 and ROG is 5. Asus rarely hardly gives out one year RMA. Almost every GPU company is at standard two year warranty. I sent an email to asus and they even told me it was two year and i was gonna get verified for warranty. I had a wait a week to call, and basically be told that warranty is only a year and every website even their own is a lie because their GPU Warranty has always been one year from their purchase date. I cannot believe ASUS out of every company, the golden standard of computer products are lying to their customers. You can't say its a two year warranty when you sell it but when time comes its one year. DO you guys know how much these cards costed when I bought it. Now that its breaking you wont honor your word and fix it you guys are just going to lie? Asus I have been with you almost from the beginning and this is the first time I am disappointed in you guys lying cheating and not honoring your policy. I bought this card brand new from AMAZON not a third party or used. WHY must you lie to me and not fix my card. HOW is it my claymore II keyboard has a 2 year warranty. Asus please own up to your mistake and fix or replace my gpu because its running like c*** keeps crashing not the asus brand.Service Case Number: N2208041681-0002 YOU GUYS TOLD ME YOU WERE GOING TO DO MY GPU AFTER MY CLAYMORE II THAN LIED. PLEASE BE HONEST AND FIX MY CARD.

  Business Response

  Date: 09/09/2022

  Hello,
  
  We are happy to hear that you are major fan of ASUS products, and we are sorry you have had problems with the warranty and getting repairs for your GPU.
  
  We have verified by the ** on your device that it only came with a one-year warranty. It was eligible for a two-year extended warranty but you would have needed to purchase it within 180 days of the purchase of the device to be valid. Our warranties vary on different devices and different models within the product type so some of our GPUs will have a one-year warranty, while others will have longer.
  
  Your device is currently out of warranty, having expired 7/21/2022. However, after reviewing your case, we are happy to offer free-of-charge repair as a one-time courtesy, provided there is no physical damage (CID) to the device. As this is a one-time courtesy, any repairs done in the future (after the 90 day post-repair warranty) will be your responsibility to pay.
  
  If you accept this offer, we will contact you via email to set up the RMA.
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ASUS monitor. It worked for about 3 month and after it stop working. No display with any of the devices. I filed a warranty complaint and sent monitor to the repair center as it was requested. Once it was received by Repair center, they claimed it had consumer induced damage, screen damage marked with a tape. The charges for repair 479.20$ , original prize around 500, I decided to not pay for the repair. Once received a broken unit back I checked for any damages and found none. The claimed damage was a crumb sized dirt. I got back to ASUS on that issue and they asked for the proof. I took pictures of monitor as received. They got back to me and denied warranty based on their previous claims. During one of the many calls with escalate claim department I asked why they denied the claim, representative said "back of the monitor had a crack". Everyone who would call me back after I send the email, would have no idea of the situation. My experience showed me that ASUS is not able to fulfill their own warranty. Most the experience felt like a scam, the end goal being, make me pay for the monitor twice, or simply make more money by selling faulty products. I believe business should not have a whole department, which only function is to make a charade of fixing their mistakes. Instead should try to actually fix them.

  Business Response

  Date: 09/07/2022

  Hello,
  
  We are sorry to hear that you have had problems with getting repairs to your monitor and we apologize for any inconvenience.
  
  We have reviewed the images you submitted and the images from our Repair Center of the physical damage, and have determined that we will create an RMA to send the device in again for free-of-charge repair, including prepaid shipping.
  
  If you accept this offer, we will contact you via email to set up the new RMA.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17901353
  
  I am rejecting this response because:

  ASUS had multiple chances to repair the unit. Resolution they are offering has outdated for two reasons. First, I had reached out and provided ASUS with both opportunity and all the proof requested. They had denied me service on multiple occasions. Second, for the cost of 30$ for SG3402H01-1-1-C-1 controller board I was able to repair unit myself. Unlike Customer Induced Damage file fillers/ technicians, I have not found any cracks in the screen, proof attached.

   

  I hope ASUS sents explanation to why they perform shady business practices, and specifically breakdown of my case. More realistically I would like for people to see this claim and be deterred from doing business with ASUS, even though I had them for the company which has value.
  
  Sincerely,
  
  Nazar Furyk

  Business Response

  Date: 09/19/2022

  Good Evening, I hope you are well!
  
  I understand that you had some issues with your Monitor and our RMA Process.  I also understand the frustration and inconvenience that you had during this process.  I am wondering if you were given the opportunity to speak with a manager or the next level of support. 
  
  The experience you have described is not one we find acceptable and I want to thank you for the personal time that you have taken to bring this to our attention so that we may take action. 
   
  I also see that we have offered to have you send in your Monitor to have it fixed at no cost to you with expedited shipping which you are not in need of now due to you resolving your issue.  

  Sincerely,

  ***** S

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

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17901353
  
  I am rejecting this response because: no resolution was offered.
  

  I was given the opportunity to speak with a manager or the next level of support. They were as good at reading the script as the level just below them. 

  
  
  Sincerely,
  
  Nazar Furyk

• Initial Complaint

  Date:08/31/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laptop power adapter on 8/09/22. Order Number: #*********** $106.24. ***** stated it was delivered to my house 08/17/22 3:58 pm. I have a cams that cover the outside of my house and not package was delivered to me at that date and time. I have even sent proof of this that there was no ***** at my house at this time. My ***** case is C78575350. I gave this it ASUS. I received this reply today from ASUS. "In regards to your request, we have had the case escalated to our team and based on the feedback provided by our team, our team confirmed delivery to the correct location on 17/08/2022 at 3:58 PM as per the ***** tracking number: ************. Also, the ***** driver stated that they released the order at the front door of a Whitehouse. As our team, as well as *****, confirmed delivery to the correct location we will not be able to provide a refund as the order was not returned to our warehouse. As such, we suggest that you check with other members in your household as well as your neighbors and property manager to see if they have kept the package for safekeeping." "I've also attached a proof of delivery (POD) to this email as a PDF form for your reference. I am sorry for the inconvenience caused and for possibly dampen to your spirit. We do value you as an important customer and hope that this experience does not alter your interest in our product and services as we strive to improve our customer experience with our brand. Our goal is to provide you with the best possible experience with our products, and reaching a resolution for your issue is our priority."Well this gets better my house isn't white and I have a front door cam. Once again ***** clearly delivered this to the wrong address.I called and spoke with ***** and they stated this.I was told that it is not closed that the vendor has to go on fedex.com to complete the lost package process as we didn't receive package. I f****** hate ***** ASUS is refusing to do so!

  Business Response

  Date: 09/06/2022

  Hello,
  
  We are sorry to hear that you have had a problem with a purchase through our Estore.
  
  We have issued a refund as a courtesy to resolve this issue. Please check with your financial institution to find out when the credit will appear on your account. 
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:08/30/2022

  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 contacted ASUS 5/15/2022 of a defective item.Sent out item for repairs to ASUS 5/16/2022.Receive email from ASUS 6/3/2022 that my item is repaired and has been shipped.Receive incorrect item from ASUS 6/11/2022 Contact ASUS 6/20/2022 I was told that I was sent an email confirming the "replacement of my item with an alternative" that I never received and which I never would have approved. I was very clear in that I wanted my item repaired or a full refund. I was told to send the incorrect item back and I will receive mine back repaired. I asked the customer ********************** representative to please double check and make sure that this does not happen again. He reassured me it wouldn't.I send out incorrect item to ASUS 6/20/2022 ASUS receives item 6/24/2022 Receive an email from ASUS 7/7/2022 that my item is repaired and has been shipped out.Receive incorrect item once again ASUS 7/12/2022 I contact ASUS that day 7/12/2022 extremely frustrated. After I told them to make sure to not send out the wrong one the still do. They escalate the case which does nothing. I tell them I want my item repaired or a refund. I have them triple check to make sure this does not happen again as if I should have to.I send out incorrect item 7/19/2022 ASUS receives incorrect item 7/27/2022 I receive correct item from ASUS 8/18/2022 Notice item is still defective and was never repaired and contact ASUS 8/26/2022 ASUS replies 8/30/2022 saying that this unacceptable and they will send me a shipping label to send item back for repairs. At this point it was been 3 months and I've had enough with them. Ask for a full refund they tell me they will send in a request. This is just a brief summary of everything. I have all emails and tracking numbers if needed. Thank you.

  Business Response

  Date: 09/07/2022

  Hello,
  
  We are sorry to hear that you have had so much trouble in getting your motherboard repaired/replaced.
  
  We currently don't have a same model in stock to replace it and have approved a buyback. We have requested your proof of purchase and will be able to proceed with the buyback once it has been received.
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:08/30/2022

  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 ordered an Asus m16 laptop on August 14th, 2021 and received it on August 16th, 2021. Just a few months in, I found is***s worthy of reporting for a warranty repair/replacement. I submitted two Asus RMAs (return materials authorization). The first RMA was on March 3rd, 2021: USPCN30410. This RMA only included the poor build quality/peeling/inadequate rubberization. The second RMA was on April 27th: USPCN44243; after I failed to receive a shipping label from Asus. The second RMA included an is*** with random shutdowns/errors/black screens that results in the device frequently being inoperable. Just on the day of writing this, the device crashed and I had to wait for it to die because of this same is***.I did not receive a shipping label, although promised, for either of the RMAs. August 17th was the day Asus outright refused any warranty repair on my device. They refused again on August 25th. According to Asus's warranty terms:" ASUS warrants the Product to be free from defects in workmanship and materials for the Warranty Period. The Warranty does not cover bundled accessories, which were delivered together with the Product such as: cables, bag, mouse etc. If the Product fails during normal and proper use within the Warranty Period, ASUS will repair or replace the defective parts of the Product, or the Product itself, with new or reconditioned parts or products that are functionally equivalent or superior to those originally supplied. "As per the wording of the warranty, I am entitled to a repair or replacement since . So far, I have been refused over and over again despite being fully entitled to a repair. I have been lied to, ignored, and frankly cheated.To this end, if Asus does not agree to repair my device by September 5th, 2022, I will notify all parties of my intention to *** in small claims court for the original cost of the device and legal fees. I will also update the BBB. I don't want to have to do all that. Just fix the laptop.

  Business Response

  Date: 09/07/2022

  Hello,
  
  We are sorry to hear that you have had problems both with your notebook and with getting repairs.
  
  We see that ************** has been created for you and that repairs are being done free of charge as a courtesy. 
  
  Kind regards, 
  ****************
  **************************************************

• Initial Complaint

  Date:08/29/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Asus motherboard on 7/27/22 from Newegg due to a promotion for a $50 mail-in-rebate, this order number is #*********, Newegg Order 1 PDF. The item arrived 8/4/22 and was working fine for a few days so I started to prep the materials to utilize the mail-in-rebate and filled out the form online and physically to mail. Around 8/8/22 the WiFi adapter on the motherboard stopped working and I could no longer connect to my network. I knew I needed to send out my mail-in-rebate soon as it had to be postmarked within 30 days of purchase so I had reached out to Newegg to expedite an exchange, order number #*********, Newegg Order 2 PDF. Luckily I had not cut the barcode on the box in case I had any issues with the unit and sure enough I did. A few days pass and I received the replacement on 8/18/22 and used it for a few days knowing I needed to quickly send out my mail-in-rebate materials in order to get my $50. In a moment of haste and rush, I had forgot to fill out a new rebate form online with the latest barcode information which I realized once I checked my rebate tracking #A08082277287877 (also attached images of the forms I mailed out) and the status came back as rejected due to mismatched SSN. I tried to resolve this through their support email but they have said there is nothing they can do despite me surrendering all my proofs of purchase and now my box is damaged so I can no longer return or exchange the item if I need to. They have all the proofs of purchase they need in order to verify my purchase is valid but they don't want to send out my $50 due to a human error for a mismatched number. They have the physical barcode I cut from the box and still they can't do anything. I already had an MSI motherboard and wanted to give Asus a chance, and if this doesn't get resolved in a way I'm comfortable with I will definitely go back to MSI and never purchase Asus ever again.

  Business Response

  Date: 08/31/2022

  Hello,
  
  We are sorry to hear that you have had a problem with a mail-in rebate.
  
  The serial number submitted through the website did not match the serial number submitted by mail. Therefore the request was denied.
  
  Unfortunately, because the rebate request was not submitted per the instructions as required, we are unable to process it. Once the request has been denied, it can not be changed.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17795478
  
  I am rejecting this response because it is not my fault the original unit was faulty therefore I had to exchange the product through Newegg which is why the serial number is different. Again your company has all the proof of purchase needed to verify the purchase was made and you choose to reject the submission due to a clerical error that was sent in digitally versus physical evidence. Not only that but again my box is damaged and I can no longer do anything with it. It's ******************************************************************************************* the past as I usually just need to submit proof online but I guess not seeing Asus is still doing mail in rebates with the same difficult process of redeeming them and finding any possible way to get out of paying the customer. 

   

  Like I've said I last purchased a motherboard from MSI and wanted to give Asus a try but so far seeing as their customer ********************** has been way better I may just go back to them if I am still unable to get the $50 rebate. 

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

  Business Response

  Date: 09/09/2022

  Hello,
  
  Because the seral number entered in our website did not match the other information submitted, as required by the rebate instructions, our system is unable to process the rebate, and has denied it. Once the rebate is denied it can not be reversed.
  
  We are unable to process the rebate, and will be unable to send you the requested rebate.
  
  We are sorry for the inconvenience.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17795478
  
  I am rejecting this response because Asus is doing whatever they can to get out of paying out this rebate even though they have the physical proof of purchase which I mailed in. At least they'd have the decency to send that back as I already damaged the box and can no longer return the product, but no. They took everything and left me with nothing, and I can't imagine how horrible service will be should I have any issues with the motherboard in the future and have to initiate an RMA. I previously had an MSI motherboard and their customer ********************** was so helpful. I've learned from this experience and moving forward I'll most likely purchase from MSI again or try any other brand other than Asus, and I will not recommend Asus to anyone.
  
  Sincerely,
  *************

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MONITOR DAMAGED BY REPAIR TEAM COSTS MORE THAN RETAIL TO REPAIR My monitor was damaged so I sent it in for repairs as it was under warranty. when I went through the ASUS repair support. I explained that my screen was damaged and needed to be repaired, and was reassured by the customer support phone rep, numerous times that my monitor was under warranty and it would get repaired in around 2 weeks. With this reassurance, I sent in my monitor in PERSON to the repair center for the damage in the middle of the screen. a few days later I received an email PROMISING that the parts were going to be ordered and that "repairs will resume once the materials / parts have been received." The pictures I recently received from the ASUS support team show that they've introduced a large crack at the top of the screen that wasn't there before and more of the screen has turned black. I was told that the process would go smoothly. Instead, I'm getting my monitor returned to me in a WORSE STATE than before. It was semi usable before, but now there's no way I'm getting anything done with the current state of the screen. To add insult to injury, I'm still being forced to pay for the repairs that costs (even with the pathetic discount provided by ASUS) more than a BRAND NEW MONITOR. I'm getting nowhere with customer support. Anything less than a replacement unit or a 100% free repair is unacceptable. For the past few weeks, I kept getting fed false promises and have gotten nowhere. I'm done waiting. Resolve this issue Asus.

  Business Response

  Date: 08/31/2022

  Hello,
  
  We are sorry to hear that you have had a problem with damage to your monitor and with having it repaired.
  
  Your device is under warranty. However, warranty does not cover physical damage (CID) as was explained during your call of 8/15/2022.
  
  When a monitor has damage to the glass screen, that damage can be made worse by the vibrations in transit. That does not change the fact that the same repairs are necessary now that would have been necessary before shipping, so the repair quotation you received is the same amount you would have received if the additional damage had not occurred during shipping. 
  
  The quotation you received is based on MSRP which is almost always higher than retail pricing because the resellers discount their pricing, often considerably, from MSRP.
  
  The email you received concerning parts being ordered was an automated email. It is standard practice to source any parts necessary for repairs prior to sending a quotation so that we can be sure parts will be available when the time comes. We apologize for any confusion.
  
  Because the damage prior to shipping is not something that is covered by warranty we are unable to repair the device at no charge. However, as a one-time courtesy, we will be happy to offer a 50% discount on the quotation. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17791554
  
  Firstly, I transported the monitor myself, it was very securely fitted and there was no crack near the top before the repair started. I even discussed the damage being only at the center of the screen with your receptionist at the time. Therefore, the damage could have only been caused at the repair center. Secondly, if your team caused more damage to my monitor while trying to diagnose / repair my product then I can't be expected to pay at all. It was literally your job to fix it but now it's in an even worse condition than when I first sent it in. If a repair man renovates 20 percent of my home and then spills paint everywhere. I wouldn't pay him anything until he fixed his mistake
  
  Once again you can't return the monitor to me in an even worse state than before. I was hoping for a complete replacement unit but instead I'm getting a quote for ~300 dollars just for the *** display! If I pay that amount I will have paid nearly 700 dollars for this 400 dollar monitor. I've also read many of the other complaints, and it seems that your team sometimes sends out USED monitors or monitors from different models as the replacement unit. Your team has also granted free repairs / replacements in the past so here is my proposal to resolve this
  
  If you can guarantee that
  
  1. I receive MY monitor completely repaired or get a brand new vg32vq1b **** inch 165hz monitor
  2. The repair is done for roughly 200 dollars (like I originally requested)
  
  I will consider the case resolved. You will have restored my brand loyalty to Asus and I'll consider this a positive experience.
  
  
  Sincerely,
  
  Zihao ****

  Business Response

  Date: 09/08/2022

  Hello,
  
  The damage you originally reported and brought your monitor in to be repaired for was physical damage (CID) which is not covered by your warranty. The quotation you received is the same as it would have been if there had been no further damage because the repairs and parts that need to be replaced are the same. 
  
  We understand that you delivered the device and that it was packaged well. However, due to the nature of the curved screen and its being under pressure within the frame, any vibration or motion can cause the screen to crack more. This includes vibration from riding in a car, or even picking up the box to move it or set it down. 
  
  Because your warranty does not cover CID, you would normally have to pay the full amount for any repairs. We are unable to complete the repairs for $200. We are able to offer you a maximum of 50% off the quotation. If we were to replace the device, due to the fact that the damage the device was brought in for was CID, it is still not covered by warranty so you would still be required to pay for the repairs. If you choose not to accept this we have no choice but to send your device back to you unrepaired. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/14/2022

  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,
  
  Zihao ****

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ASUS Zenbook Pro Duo UX581 from Amazon on 6/22/2021 for $2,154.92 with tax. I was willing to pay a premium for a laptop because I wanted something that would last a good five years or more. I loved the functionality of this laptop. Unfortunately, the laptop failed to work when I went into work on 7/25/2022. I took it a local repair shop, thinking it was a hard drive issue. The wait time was two weeks and I didn't get my laptop back until 8/15/22. They were unable to repair it because the motherboard had failed. The laptop came with a one year warranty, which expired one month and three days before the motherboard failure. I have contacted ASUS Customer ********************** numerous times, as I feel this was a manufacturing issue and that ASUS should stand behind their products when they fail prematurely. All I could get out of customer ********************** was, your warranty has expired go pound salt. I don't have that kind of money lying around to purchase a new laptop on an annual basis and I think the prudent person would've expected their laptop to last a lot longer.

  Business Response

  Date: 08/30/2022

  Hello,
  
  We are sorry to hear that you have had a problem with your notebook after the warranty expired.
  
  Because the issue occurred shortly after the warranty expiration, we will be happy to offer repairs at no charge as a one-time courtesy. This will include shipping to and from the Repair center.
  
  As this is a one-time courtesy, you will be responsible for all future repairs necessary after the 90-day post-repair-warranty period. 
  
  If you accept this offer, we will contact you to create the *** for you and send all necessary information at that time. 
  
  Kind regards,
  **************** 
  **************************************************

  Customer Answer

  Date: 08/31/2022

  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:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a motherboard with this company 2 years back and got a warranty on the product in case something went wrong with the part. The motherboard failed so I sent my motherboard back to them to get. They received the item on the 11 and said it would be fixed on the 18th. They have an update system to let you know what stage it's at. It's now the 29th and the update log has not changed in over a week and a half. There has been no communication on their end to remedy or update me on the situation. All it says is to check back in 48 hours.

  Business Response

  Date: 08/30/2022

  Hello,
  
  We are sorry to hear that you have not received updates concerning your motherboard while it was in our repair center. We apologize for the inconvenience. 
  
  Because the device was not repairable, a replacement (same model) is being shipped to you, ***** tracking #************. The package will be picked up by ***** today (8/30/2022) so we only have an estimated delivery date of 8/31/2022, which could change.
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:08/27/2022

  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 B550-e motherboard had a defective RAM channel which was not allowing me to use all four RAM slots, since it was under warranty, I contacted ASUS to see if I could do a local repair or if they could swap it out for a replacement unit since this is my primary computer so I cannot be without it. ASUS did send me a "refurbished" motherboard which works fine; and per the *** (what ASUS calls their warranty replacement program) instructions I purchase a shipping label through ASUS and returned the defective unit. A few days later I get an email from ASUS stating that the unit I sent to them was "physically damaged" and my warranty was void, and they are going to bill my credit card for $307.39. The physical damage they are claiming is to the ****e slots but there is no physical damage, the slots worked fine, and the warranty return issue was not related to those slots. Also, their definition of physical damage per their 8/16/22 email to me was: "Physical damage is not covered under your ASUS manufacturers warranty and automatically VOIDS your products warranty. Your hold amount will be captured to apply towards a replacement unit. Damage can include any shape or form of corner, edge damage, or markings with pens and markers Broken traces or ***** due to improper installation or removal of other components Broken CPU socket or bent pins Shipping Damage due to improper packaging If you are unable to find the S/N on the actual product or your serial # is altered, your warranty is void"Based on the pictures there is no damage to the motherboard that meets any of the listed criteria. On another note, I find it disturbing ASUS is trying to charge me $307.39 for a refurbished unit when this motherboard sells brand new from most major retailers for $240 to $280 a refurbished unit should not cost more than a new one. Also, after a brief search I have found numerous SCAM accusations against the ASUS *** program.

  Customer Answer

  Date: 08/30/2022

  Hello ********,

   

  Thank you for taking my case with ASUS. As a matter of full disclosure to you, I would like to advise you that I have also filed a dispute with USAA regarding the charge on my **** card for this matter. I have also sent the dispute resolution investigator the attached letter fully explaining the situation. I do have some additional files / emails if you need those as well, I offer these since I was limited on the number of attachments the complaint system would allow me to provide. Thanks again,

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

  Business Response

  Date: 08/31/2022

  Hello,
  
  We are sorry to hear of the problems you have had in our RMA process.
  
  The charge for the replacement is based on MSRP which is almost always going to be higher than resellers charge because resellers are allowed to set their own pricing.
  
  After reviewing your case, we have refunded the $307.39 charge on transaction ID *****************. Please check with your financial institution to find out when the credit will appear on your side.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by ASUS in reference to complaint ID ********. Once the refunded amount of $307.39 shows up on my credit card statement, I will find this resolution to be satisfactory. In the spirit of cooperation, I have sent a copy of this message to USAA so they can handle it appropriately on their end. Thank you for the assistance. 
  
  Sincerely,
  
  *************************