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:08/24/2022

  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 my Asus ************** motherboard repaired by Asus for $264 and they did not send me back the plastic IO panel with the 40mm fan. That plastic IO panel and 40mm fan are part of the motherboard. I simply want those parts returned to me. I included two photos. One photo showing what my motherboard came with new, and the other showing whats missing.

  Business Response

  Date: 09/02/2022

  Hello,
  
  We are sorry to hear that you didn't receive the ** cover and fan with the replacement motherboard sent to you.
  
  Unfortunately, we are unable to remove the parts from the defective device to send them. What we have done is created new RMA USPCN90202 so you can send the replacement you received back to us and we will send a replacement with the parts. This RMA includes prepaid expedited shipping.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17762787
  
  I am rejecting this response because my motherboard took 3 months to get back to begin with. Also, the motherboard still does not work. I was originally charged $37.95 by ASUS to have my motherboard diagnostically tested. After ASUS was finally done testing it I was told the motherboard had some corrosion, which cannot even be seen in the 2 photos I added to this reply which shows what ASUS said would be fixed on my motherboard. I cannot see that any work was done on those areas. I then waited for the actual motherboard repair which cost me $264.62, and still does not work. I paid a total of $302.57 and waited 3 months just to receive back a non working motherboard minus the original IO plastic cooling panel and 40mm fan.

  Before sending ASUS back my motherboard I absolutely MUST test it first with a new ***** Core i7-3930K Hexa-Core Processor 3.2 Ghz 12 MB Cache LGA 2011 to be certain ASUS even fixed it.
  
  Sincerely,
  
  Seven Succurro

  Business Response

  Date: 09/09/2022

  Hello,
  
  Because of the age of your device, and the fact that it has been out of warranty since 2018, we are limited as to the options we can offer. 
  
  We have offered a replacement model 90MB10T0-M0AAY0, which you rejected. We also offered to search for a comparable ***** model which may be more compatible with your current components. At this point, the ************ we have are for a model swap for a comparable model or for you to keep the device we already sent you, as is. 
  
  We will await your response concerning the testing
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17762787
  
  I am rejecting this response because firstly, I had to wait 3 months for ASUS to send my motherboard back to me after it was supposedly repaired. After getting it back (unfixed*) it was missing parts. So I had to wait another month to finally receive all of the missing parts back. After attempting to start my motherboard I found out that it still would not post to BIOS.
  At that point I decided to avoid any more delays from ASUS by purchasing a new *** to test if the problem was actually the *** and not my motherboard. After installing my new *** the motherboard finally posted to BIOS, but shut down with a ***_FAN error after a few minutes.
  Ive tried multiple *** fans and not even a brand new *** fan fixes the problem. Its clear to me that my motherboards original unfixed* issue caused the untimely death of my old *** and will surely do the same to my newly purchased ***.
  ASUS has offered to send me a completely different and cheaper replacement motherboard to make up for this, but the one offered would end up costing me even more money in new components, which I absolutely cannot afford since I am disabled. Furthermore, ASUS told me that they do not have any ************** motherboards in stock, which is not true since their Amazon ASUS storefront clearly shows that they have ************** motherboards in stock: https://www.amazon.com/ASUS-SABERTOOTH-X79-motherboard-SABERTOOTHX79/dp/B00CF41LCA
  After everything Ive been through in this situation, Im extremely concerned that if I send my motherboard back to ASUS to be properly repaired, itll either take until next year to get back, get lost, or just not be repaired at all.
  The only outcomes I will accept are these: Either ASUS refunds me in full, sends me back a fully functional ************** replacement motherboard, or repairs my still unfixed* motherboard in a  much more timely manner without any further charges.
  
  Sincerely,
  
  Seven Succurro

• Initial Complaint

  Date:08/23/2022

  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.

  Product was purchased that ended up being faulty. After numerous complains, they have provided an inadequate substitute and refused to pay for multiple items being shipped back and forth. They have used me as a guinea pig to troubleshoot their issues, costing me time and money. At this point I wish nothing more than to recoup the money that I spent on them and move on.

  Business Response

  Date: 09/01/2022

  Hello,
  
  We are sorry to hear that you had problems with our RMA process.
  
  The device that you received was a replacement model that you approved. We understand that you were requesting the parts and accessories that would be found in a retail package purchased new. Because this was a recertified replacement it does not come with those parts/accessories because we don't stock them in our repair centers. However, as a courtesy, we will be happy to create a new RMA to swap the recertified model you received for a new-in-box (NIB) model which will have all parts/accessories included with a retail purchase. 
  
  Because you did not purchase the device directly from **********************, we are unable to refund it. That would need to be done through the place of purchase. 
  
  We see that you have not returned the defective device from your previous RMA. We have sent you an expedited prepaid shipping label to return it to us. If not returned within 14 days of your receiving the replacement, the charge hold set up for your RMA will become a charge. If the defective device is received outside of the 14 day period, the charge will be refunded when we receive the device. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17759388
  
  I am rejecting this response because:

  You have to be out of your minds. You have broken promise after promise. The latest is that I would get a full retail replacement, but not only do I not have it yet, there is no tracking for it. I was also charged the full amount for a laptop that I have already returned to you, which tracking shows you have possession of. This isn't to mention the 9 months of incompetent troubleshooting on your part which forced me to spend additional money to be your guinea pig to figure this out on your behalf. If it was just a faulty product but you actually helped, I would understand but your incredible amount of incompetence has cost me a huge amount of time, money, and angst to get anything working. Your suggestions that I be reimbursed by the vendor is impossible, as you well know because they won't accept a board once Asus has replaced it as part of an RMA. 

  Frankly, you owe me money for time spent. You owe me money for shipping back multiple boards. You owe me the original cost of the product. You owe me the cost of replacing it with my own money with another product that has been flawless. At this point anything less than a check to compensate me for all the money you've caused me to waste is unacceptable.

  
  Your response is not even remotely accepted.
  
  ***************************

  Business Response

  Date: 09/09/2022

  Hello,
  
  We made an offer of a new-in-box (***) replacement but had not received a response from you to be able to start the replacement process. 
  
  You were charged for the defective device because you received the replacement 8/22/2022 and had 14 days to return the defective device to us. The ****** return window expired 9/5/2022 so the charge hold was automatically applied. The device was received by our repair facility on 9/6/2022 so that charge has been refunded, $488.80 USD, transaction 0MA51128KR741230G. Please check with your financial institution to find out when they will apply the credit to your account.
  
  A new ************** was created on 9/7/2022 by our Product support team during a call from you to send your previous replacement in to be swapped for a *** unit as we had previously offered you.
  
  We are unable to compensate you for any inconvenience or time spent, and because you did not purchase the device from **********************, we are unable to refund it. However, because you have agreed to accept the *** replacement, that replacement process has begun.
  
  Kind regards,
  ****** W
  **************************************************

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17759388
  
  I am rejecting this response because:

  This is an outright lie. I've called your team 2-3 times a week for the last several months. I accepted the offer, was sent a shipping label, and shipped back the old board so I could get a new in box replacement. I followed up several days ago since you promised that after the board I had was shipped back (you received it last week) I would be overnighted a replacement. I still don't even have a tracking number. 2 days ago, my request was escalated again. Today I got an email that there was a problem with my RMA. I haven't followed up again, for the 20th (50th?) time on this yet.
  
  When I accepted the new in box replacement, I voiced my concern that if I shipped back the only board I had first, I would not actually receive the replacement since most of the time I call, I'm lied to. Of course my concerns were ignored on that call and my fears appear to be coming true as now I have nothing.
  
  So now I've paid for a broken product, plus extra money for shipping that product back and forth multiple times, plus time dealing with your incompetent techs, plus now you've physically stolen it from me. The only thing you've done recently was refund me the charge for an advance RMA which you never should have charged me in the first place because I returned that board well within the required timeline of 14 days.
  
  What's next?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/23/2022

  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 sent in a product for RMA which they received. They said the damage wasn't covered under warranty, so I instructed them to return it back to me. Almost 3 weeks later. I still haven't received my item. Which leads me to believe they lost it and don't want to admit it and compensate me for it. I've tried reaching out to them on multiple occasions through multiple mediums (Online chat, Phone, and email). Each time I get the same response from all the agents that the case is being escalated, and they're looking into it. I never get a follow-up response, and each time I try to reach out to them. I get nowhere.Tracking #:1Z0621WF4297602936 Internal ticket #:N2207031270-0012

  Business Response

  Date: 08/25/2022

  Hello, 
  
  We are sorry to hear that you have had trouble getting your device returned to you from the Repair Center.
  
  We see that the device has been shipped, ***** tracking # ************, scheduled delivery 8/26/2022. 
  
  Kind regards,
  ****************
  ************************************************** 

• Initial Complaint

  Date:08/17/2022

  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.

  June 30th is the first time Asus sent me instructions to send in my laptop due to audio issues. The technician who worked on it notated that the motherboard ("MB") would need to be replaced if his solution of replacing the speaker doesn't work. It didnt, so a day after receiving my laptop from the first round of unsuccessful 'repairs', I sent it back hoping that the second technician would understand my allusion towards the previous attempt of repair. He apparently did not but also seemed quite frustrated, judging by his wording in internal documentation explaining what he did. What also encourages this thought is that both my internet history and download history were left open in my internet browser. I know for a fact this wasn't me as I never look at my own internet history and download history, nevermind at the same time. This technician also explained uninstalling and reinstalling a third party app, which I did not ask to be done, nor was it necessary. So this let's me know that extensive and unnecessary use of third party apps is somehow justified by, what I assume is, on a personal level rather than professional. On top of all of this, all of the customer ********************** quality has noticeably plummeted as this became a repeated issue. I've been hung up on, lied to about technician notes, and given a strong will to minimize these issues. Now, the laptop is obviously loosely put back together; I can hear the plastic clicking against each others edge as I hold the laptop from different, yet proper, angles. The WiFi module is all of a sudden having a problem too, so even if the audio was fixed, I'd still have to send it back in for that. I've reached out to, what I was told was, a dedicated number for a supervisor that would personally deal with my case. I was extremely patient and polite, yet he hung up on me and has not even attempted to reach back out. I am extremely upset as this has caused over month of not having my laptop. I feel like I've done everything I can.

  Business Response

  Date: 08/23/2022

  Hello,
  
  We are sorry to hear that you have had so much trouble in getting your notebook repairs completed correctly and that there has been a lack of communication in trying to resolve the issue.
  
  Most important, however, our ***************** team has been notified of the issue with the viewing of your browser and download histories and is addressing it to ensure this type of activity does not happen again.
  
  We will be happy to have your notebook sent in again to correctly repair it. An RMA has already been created for you and an expedited shipping label sent to lessen the amount of time you will be without your device. 
  
  We have also requested that the same technician not be involved in the repairs.
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:08/08/2022

  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 strix scar gaming laptop on June 10th. By July 17th the computer stopped functioning and had to be sent to Asus for repair. My repair was completed within a few days and upon tracking the return shipment I discovered Asus had shipped my product to new york when I reside in *****. I contacted them immediately to inform them of their egregious error and they informed me that someone had contacted them and asked them to change the shipping return address and they did so to an entirely different state without any information verification even contacting them via another email than what was on the **** I informed them that this was fraudulent and made no sense as no one has my rma number to request this change nor should it be allowed and they did absolutely nothing to assist besides asking me to check if I had a friend or relative who may have accidently changed it which again is asanine. I contacted ***** to plead with them for return it to sender since Asus was doing nothing and they are trying to do so before it gets delivered but there is no guarantee. My laptop with my personal accounts and data is in limbo on the verge of being delivered thousands of miles away and Asus has zero solution or remedy or assistance nor will they address the clear implication of employee fraud or data ke security theft this situation requires to occur. I want my $3300 product back or an identical or upgraded replacement as it's only a month old under warranty and they have lost or stolen my product at this point.

  Business Response

  Date: 08/10/2022

  Hello,
  
  We are sorry to hear that you have had a problem with a device being shipped to the wrong address.
   
  Since 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,
  **************** 
  **************************************************

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought a graphics card about 2 years ago with a warranty till **** last week sunday July 31st it caught fire in my PC it shorted my motherboard and power supply and who knows what else I'm filling this complaint as last resort they were a great company in my eyes always great products but when I tried to figure out what to do about my warranty and lose of my other components they have gave me the run around and keep telling me they will call me in ***** hours with no call being received I just want my warranty on the card and the loss of the other components as well from there product shorting out and causing a fire Im glad with my fast thinking it didn't get out of hand because my 4 children and wife were in the house as well and who know what would have happened if I wasnt there before the fire escalated to a bigger problem... I just want a resolution to all of this and move on

  Business Response

  Date: 08/15/2022

  Hello,
  
  We are sorry to hear that you have had trouble with getting a safety hazard addressed and we apologize for the inconvenience and delay.
  
  We see that you were contacted by phone to have the Safety Hazard report completed. An RMA has been created to send the device in and our ************* team will be reaching out to you to complete the process.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2022

  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 a new laptop in June from Asus online store. Received the computer and there was a minor defect on the lower left portion of the screen. I liked the computer and it worked great other than this issue so I decided not to return for a refund but instead have them fix it under warranty as it was only a few weeks old. Sent the computer in for repairs and was charged 230 dollars even though the computer was under warranty and no damage had occurred. I paid the fee and then called to ask them why I had to pay if the computer was under warranty and was helped and they said they would escalate the situation but that would not affect the repair. The computer was returned to me from their repair center completely unrepaired but with my hard drive being completely ruined by somebody at their repair center. The brand new computer I purchased doesnt work at all now on top of the fact I have never gotten to use it. The computer worked great when I sent it without any issue with the exception of the minor screen defect from the manufacturer. I called them and said I had had enough and wanted a refund so I could purchase a new computer that actually worked. Since I had decided to repair my computer the 30 day window for returns had elapsed and I would have to go through their higher *** for a refund. They have been giving me the run around and have escalated the issue for more than a week now but keep claiming they will have me an answer within a ***** hr window. I have been told this so many times and still have no resolution to my issue. I need somebody to help me force this issue and help stop them from doing this to other people. I fear the only way for me to get my money back will be to hire a legal team of some sort which I cant afford. All I want is my money back and they wont even speak with me about it when they broke it. Please help me if you are able I dont k ow what else to do and this is just criminal what they are doing.Sincerely,******************

  Business Response

  Date: 08/10/2022

  Hello,
  
  We are sorry to hear that you had a problem with a notebook purchased through our eStore, and with our repair process.
  
  We see that a full refund has been approved and will be processed once your device has been received. ***** tracking shows a scheduled delivery date of 8/15/2022. 
  
  Refunds take 3-5 days to process on our end, then can take up to 30 days to appear as a credit through your financial institution. 
  
  Kind regards,
  **************** 
  **************************************************

  Customer Answer

  Date: 08/14/2022

  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. I am worried they wont follow through with the refund but am very hopeful they do. Thank you for your help in achieving this result as I wouldve been at a total loss at no fault of my own had the BBB not stepped in to monitor communication between ASUS and myself. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2022

  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.

  Two months ago I started to have problems with my laptop crashing all the sudden sometimes doing so at random times.That was when I decided to send it to asus repair shop.When it returned however it started at first having some sort of display problems with dead pixels at sides of the screen.Not only that but now there were some internet conectivity issuses.Luckily that got fixed but then again I had to send the laptop once again and had to pay $50 for shipping.This time I thought it would all be fixed.No it wasn't .when it recently arrived today It still got the display problem and whats even worse it now wont even connect to the internet.Now with two weeks left from going to college I am in a pickle thanks to this whole mess.At this point this is the second time I send it to asus and it leads to more problems.

  Business Response

  Date: 08/12/2022

  Hello,
  
  We are sorry to hear that you have had problems with having your notebook repaired and we understand that this is impacting your schooling. We apologize for any inconvenience and frustration.
  
  We see that a new RMA has been created for a replacement, and that you have chosen the TUF506IU-**** from the models that were offered to you. That replacement will be processed for you as soon as our Repair center receives your defective unit.
  
  Regarding a refund, because you did not purchase your notebook directly from ASUS a refund would need to be requested from the place of purchase.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17678289
  
  I am rejecting this response because:I was never told regarding that I had to send it back until right now which is when I found out and when talking about whether I being able to send it once the replacement arrives I was told it was deemed impossible and that will lead to a big amount of problems.At this point I will probably not have a computer for my classes which will lead to big problems.This honeslty has to be the most frustrating situation I had to deal with.
  
  Sincerely,
  
  **********************************************

  Business Response

  Date: 08/18/2022

  Hello,
  
  We understand your concern and the inconvenience of being without your notebook while a replacement is being arranged and apologize that this was not explained to you previously.
  
  We would be happy to change the *** to Advanced Ship where you keep your device until you receive the replacement. This would require a charge hold be entered for the replacement device before it can be sent. However, we see that your device has already been sent and is scheduled for delivery 8/22/2022. Once it is received, your replacement will be located and prepared to ship to you as quickly as possible. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17678289
  
  I am rejecting this response because:it was already recieved and they have told me nothing besides they will communicate with me regarding the replacement and they have ignored my questions regarding the extended warranty as well as the mouse dongle situation where it was left with the laptop .This is honestly been the worst Customer ********************** experience ever .and I'm saying that to Asus not towards the BBB .
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:08/03/2022

  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.

  Hello, I purchased a graphics card a few months ago, I received some defect with the card itself. I contacted support through the regulated channels, it took months before a replacement was sent to me. I had to put a 600 dollar hold amount down. The replacement sent to me was a used refurbished model that had scratches on it and smelt like cig smoke. I bought a new unit with a defect and was replaced with a used unit damaged even worse cosmetically. I contacted the support and sent the replacement back as this was deemed unacceptable. I spoke with management and was told they would send me another "New" model without doing a hold amount a second time, then some rep sent me an email to do another 600 hold amount. There is no communication within the department itself and the customer ********************** is appealing, its been over a month or two with 20+ emails sent back and forth with no success. Im still using the defected card as I am not able to send it back without a replacement first.

  Business Response

  Date: 08/09/2022

  Hello,
  
  We are sorry to hear that you have had problems with a replacement graphics card you received, and with getting the issue resolved.
  
  We see that a new advance ship RMA has been created for you and you were approved for a NIB replacement. Our processing team is already searching for a replacement for you.
  
  Any time we set up an advance ship RMA, a charge hold is required as security for us, to ensure that the defective device will be returned to us after you receive the replacement. The only option we have that would allow a replacement without a charge hold would require you to send your defective device in first, then the replacement would be shipped to you. However, we understand that you still need your old unit until you receive the replacement so we give you the option for the advance ship process, but the charge hold is required.
  
  We apologize if there was any confusion in communicating this information to you.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 08/10/2022

  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:08/02/2022

  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 purchased a motherboard manufactured by asus called the Asus Prime Z390-A on April 23, 2020. The product was advertised with a 3 year warranty pertaining to issues with the hardware out of the consumers control. My computer I had built that contained this motherboard manufactured by Asus stopped working after 2 years. I took the computer to be diagnosed at a local repair shop and they informed me the issue was with the motherboard. I took images of the motherboard and shipped it off to the Asus repair centre in *******. ** June 16, 2022 they sent me a quote for $186.45 citing that there was thermal paste on the pins of the *** board thus wanting me to cover all repairs of the board. I argued and battled with them over email for weeks that there was never any damage and that I would not be paying a cent to have it repaired as nothing would've voided my warranty since I keep my belongings in great condition. The motherboard was then shipped back to me un repaired after I refused to pay for the repairs. The motherboard is now back in my possession and upon inspection(as visible in photos i've taken) there was a little bit of dust on the spot that they had stated had "thermal paste" on it. I grabbed an air duster that I have since it's one of the few things that are ok to use on delicate parts like this and the dust was quickly removed. To rectify this situation I'm seeking a full refund of the original cost of the motherboard as ASUS has tried to fraud me into paying for nothing and for ASUS violating the warranty agreement. I am not the only one that's had an extremely negative experience with them as the forum on reddit is full of customer complaints very similar to mine. Attached below are timestamped images. The image from June 16 was the one taken by ASUS when sending me my quote and the image from July 31 was taken by me when inspecting the motherboard.

  Business Response

  Date: 08/11/2022

  Hello,
  
  We are sorry to hear that you have had a problem with getting your motherboard repaired.
  
  We will be happy to create a new RMA to have your device sent in for repairs under warranty because you state that there is no physical damage, including misplaced thermal paste. 
  
  We are sorry to say that we did not receive the images you said you sent us so we would like to request that you submit images of the *** socket in its current state so we can provide these images to the associated department.
  
  Please note, however, that if the unit is deemed to have physical damage once we receive it, the warranty will not apply and we would have to charge for any repairs. 
  
  Kind regards,
  ****************
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  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17659101
  
  I am rejecting this response because:

  This doesnt help me at all. Photos of the current state of the motherboard were submitted with the complaint? My issues are with your RMA department claiming that the motherboard has physical damage when I sent it in for the **** Why am I being asked to take the same exact route when it was already exhausted??
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/18/2022

  Hello,
  
  We are offering to create a new RMA to repair your motherboard under warranty because you stated that you were able to remove what you thought was the cause of the *** (physical damage) determination.
  
  You stated in your original BBB complaint that you had attached images taken by you and by our Repair center of the area where the *** was supposed to be, but we did not receive any images with that complaint. Therefore, we requested images of the *** socket area to show the current state of the area (with no damage) before you send the device in again.
  
  At this point, our only option is to have you send the device in again under warranty, with images taken just prior to shipping showing no damage. If there is no damage when the device is received, we will complete the repairs under warranty. If there is damage found, the images will be taken into consideration as to whether the warranty would be applied.
  
  Kind regards,
  ****************
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