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:02/14/2025

  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.

  Dear ASUS Support Team,I purchased my ASUS laptop from ****** on 09/04/2024 (April 9, 2024). Since then, I have experienced multiple, unresolved issues despite repeated repair attempts:Frequent Crashes: In the first week, the laptop crashed often due to an ****** graphics update, which required a settings change to temporarily **************** Card Issue: The graphics card intermittently appears as a removable device, even though it is an internal component.Excessive Fan Noise: The laptops fans are unusually loudfar beyond normal operation.Overheating: The system consistently overheats.System Failure: Despite troubleshooting, the laptop continued to crash daily until it eventually would not boot to Windows or access the ***** stalling at the ASUS logo.Ineffective Repairs: Over the past 50+ days and multiple repairs, the issue persists. The repair team only manages to temporarily get the laptop to boot without addressing the core problems.I have also requested a replacement, which was refused. As someone who works from home, these ongoing issues have significantly impacted my productivity and mental well-being. I spent $2,500 (plus shipping) on this laptop, and I now request a full refund.Please advise on the next steps for processing my refund. I look forward to a prompt resolution.Sincerely,******* ******* Phone:**********.Email: *********************

  Business Response

  Date: 02/17/2025

  Hello ******* *******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you have been experiencing these issues with your device. I certainly understand how aggravating that can be. This is not the type of excellence that we strive for.
  
  I do show that your device is currently at our repair facility and that our technicians are currently working on it. I do also see that the request for a replacement is under review as well. I am sorry to say that would be determined on the findings and diagnosis of our technicians. The standard turnaround time after being received at our repair facility is 7-10 business days, not including holidays or weekends.Please take note of your case number for your future reference: N2501022625-0018.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 02/17/2025

  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:02/13/2025

  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.

  Subject: Complaint Against ASUS Defective ***************** Request Dear Better Business Bureau,I am filing a complaint against ASUS regarding a defective ASUS Notebook Model Number E1504FA-OS54 that I purchased. Since the day I received it, the notebook has had a persistent issue of shutting off automatically, making it completely unusable.I sent the unit to ASUS for repair, and they returned it stating that the issue had been fixed. However, the problem persists, and the notebook continues to turn off unexpectedly. Despite my efforts to resolve this directly with ASUS, I still have a faulty product that has never worked properly since *********** this point, I am no longer seeking a repair or replacement. I am requesting a full refund, as I was sold a defective product that ASUS has failed to fix.I would appreciate the Better Business Bureaus assistance in addressing this matter and ensuring that ASUS issues the refund I am entitled to.Thank you for your time and support.Sincerely,****-**** ****** ************ Case Number: N2501036491-0004 Product SN: S9N0CV12S769385

  Business Response

  Date: 02/17/2025

  Hello ****-**** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have experienced with your device. I certainly understand how aggravating that it can be.
  
  I do show that our technicians testing show that the issue had been resolved. However, after reviewing the account, I do show that a new order was created and that your device is on its way to our repair facility. Once your device has been received at our repair facility, the standard turnaround time is 7-10 business days, not including holidays or weekends. We are currently showing expected to receive it at our facility on Wednesday February 19.
  Please take note of your case number for your future reference: N2501036491-0005.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22938178
  
  I am rejecting this response because: I have not received any information regarding the status of the repair. 
  
  Sincerely,
  
  ****-**** ******

  Business Response

  Date: 02/24/2025

  Hello ****-**** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope you had a wonderful weekend.
  
  I do see that your device has been received at our facility and that our technicians are currently working on diagnosing your device. It does show that it was received on February 20. The standard turnaround time is 7-10 business days, not including holidays or weekends.Please take note of your case number for your future reference: N2501036491-0007.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:02/11/2025

  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.

  9/24, 2024 Purchased motherboard from, ******, which was faulty. ****** told me to contact ASUS. Asus told me to pay for another board and they would refund me once I sent them the faulty board. Paid $26.75 for shipping, $213.99 for board and $168.75 diagnostics and sent Asus board for a total of $409.49 10/2, 2024 ********** We are pleased to inform you that we have received your product. Your unit is currently undergoing diagnostic. RMA No: USKVS90782 Serial Number: ******************/**, 2024 Paid $60.00 to *****, a contractor to look at board and he concluded that the board was faulty after spending 2 hours trouble shooting it at $65.00 an hour 9/4/2024 Spoke with supervisor ****** Case: N2407030449 the would board replaced and I will have to pay $209.99 FOR a NEWBOARD AND he would refund $213.99 once they receive the old board back.11/6/24 ***** said expect a response within a day. And it was already escalated by ******.November 7th, 2024 Spoke again with ***** and was assured Someone will contact me within the day.11/16/2024 Payment Successful Quotation Invoice: XSH-USPCSB0337 ASUS received my payment $213.99, and would refund my money. 11/18/2024 Spoke with supervisor ****** (male)11/6/24 Spoke to ***** and expect a response within a day. And it was already escalated by ******.11/25/24 ***** picked up motherboard 11/25/24 confirmation number: PRP762443290 12/3/24 Called Asus and was told that they received the motherboard on 11/27/24 11/6/24 Case: N2407030449 I am returning motherboard for refund $409.49 11/18/24 ***** tracking #************ 11/6/24 Spoke to ***** and expect a response within a day. And it 1/2/25 Called Asus and asked for supervisor. ***** who transferred me to supervisor ****** who hung up.ASUS owes me $409.49 for board, shipping and diagnostics and for over three months they tell me to wait!

  Business Response

  Date: 02/12/2025

  Hello **** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you had not yet received your refund. I certainly understand how aggravating that can be.
  
  After reviewing the previous orders, interactions, and photos, it does seem that the device that we receievd at our facility was physically damaged. With that, it would void out the standard manufacturer warranty. Did you happen to take any photos of the device before it was sent to our facility to show that there was not any physical damage to it prior to sending it in?Please take note of your case number for your future reference: N2407030449-0060.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22929442
  
  I am rejecting this response because:
  October 2, 2024 I received an email stating that you received the board and at that time there was no mention that the board was damaged. The board  was returned in its original paging and then within another box with bubble wrap. When sent there was no physical damage and once received you did not mention any damage. Hence, since everything was original with no physical damage and I followed the instructions you gave me. Supervisor ****** told me to return it for a full refund, he did not ask that I take a picture of it since the board was new.

  We had a verbal contract and I fulfilled my part of the contract. I was told that after they was unable to repair the original board for me to purchase another board and to send the faulty board back to them and they would refun my money, which I did.
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/14/2025

  Hello **** ******,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  Thank you for reaching back out to us. I completely understand where you are coming from and sincerely apologize for any inconvenience that this situation has caused you. We are working directly with our facility to make confirm the information the information that has been provided. They typically get back to us within 1-2 business days. Once they do, I will be sure to let you know. We greatly appreciate you patience as we work to get this resolved for you.Please take note of your case number for your future reference: N2407030449-0062.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:02/11/2025

  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.

  In August I purchased a ASUS laptop from ******* for right at 1000 US dollars, as Im a welder who decided to go back to school. It was a lot of money for me so I actually financed it. 2 weeks ago, I was using the laptop and in the middle of a quiz I plugged it in and it just shut off. No screen, no response to reset, nothing. I contacted ASUS and they set up a warranty claim. I send it in and I get status updates saying repairing, final testing, repairing finished, I have pictures of this. So when the laptop gets back to me, theres 2 notes in the box, one saying thank you for trusting ASUS with your repair and another saying not repaired due to contamination. Seems like they could have told me this and not given me false updates and making me think it was repaired. So I called them, and was told we dont know know why it was contaminated, I guess just do your best to clean it and I repeatedly begged the person on the phone to let me talk to a manager or supervisor. After begging for an hour and 10 minutes(screen shots of this as well) I finally get a manager, so he sets up a new *** to send it back to them and sends a list of things to do to clean it. That same evening I get a call saying from ASUS telling me wait dont send it back, I have to look into the decontamination. 2 days go by, and she sends a picture of a bug that I guess crawled into the laptop, saying oh heres the contamination, please have it cleaned. I then send 3 emails asking where to get it cleaned and they finally respond saying oh we cant cover it under warranty nowKeep in mind this is the most expensive tech item Ive ever purchased so Ive cherished it, kept it in a Swiss back pack, and I literally just had a new baby so I know my home doesnt have bugs. I really question the accuracy that a bug was in my laptop. These people have done all they can do to NOT cover a 5 month old 1k laptop. And if you look into this, they have a history of denying claims.

  Business Response

  Date: 02/12/2025

  Hello **** ****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the experience you have endured regarding having your device repaired. I certainly understand how aggravating that can be.
  
  When it comes to situations like this, we would not be able to have the device sent in to our facility again until it has been professionally cleaned and the proper documentation provided. Once this has been done, then it would be reviewed to see if we could then have it sent back to our facility. As for where to go to have it professionally clean, I do apologize that I would not be able to say as that would have to be done locally. I sincerely do apologize for the inconvenience that this situation has caused you.Please take note of your case number for your future reference: N2501035322-0015.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22925583
  
  I am rejecting this response because:

   

  Ive called all local repair shops and they are willing to clean and provide documentation of cleaning but *** *. Of ASUS ceo of contact support is telling me theres a certificate that is required and that computer shops will know what shes talking about and the shops are not aware of a certificate

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/14/2025

  Hello **** ****,

  Thank you for contacting ASUS.

  Good afternoon. I hope your day is going well.

  I do apologize for any confusion. Once you do have your device professionally clean, please send over documentation from the place that did clean it. Once it has been sent over, then we will have it reviewed to determine the next steps. There would not be a certificate required.

  Please take not of your case number for your future reference: N2501035322-0017.

  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.

  Best regards,

  **** *.

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

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service 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 Tuf A15 Keyboard partly stopped functioning, Upon reaching out to customer support, I am met with the worst audio imaginable **************. I can barely make out what support is saying. I am filing now because of my previous similar experience with **** support and do not wish to spend another month on a support call to receive a resolution.

  Business Response

  Date: 02/11/2025

  Hello ***** ****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the audio issues you had experienced while on your call with our support team.
  
  We do thank you for bringing this to our attention. We are having this call reviewed. With that being said, was our support team able to get the issues you were experiencing with your keyboard resolved? I do see the troubleshooting steps that were done and that a repair order was created, but I do not show if the issue was resolved. If not, we would be more than happy to do what we can to get this corrected for you.Please take note of your case number for your future reference: N2502012085-0002.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 02/11/2025

  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:02/08/2025

  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 paid money directly to the ASUS company ****** for two brand new ASUS products, yet was sent two products of questionable quality. One, a display monitor that continually said DisplayMonitor No Signal on the screen despite my efforts to address the issue the way that the ASUS manual advises (unplugging and then plugging back in after 15 seconds, etc), I could not change the Input option to HDMI or USB type C and the Autodetect failed to function. After an hour on the phone with technical support doing diagnostics, I was advised to return the monitor. And despite ASUS sending me, what is clearly a defective monitor, they insist that I take the package (which is heavy and I am only 5ft2) to ****** despite not having a car and having recently experienced back spasms, not to mention the fact that there is an impending snowstorm. The next problem is the *** that I purchased (also supposedly brand new) cannot be registered by me because every time I try to register the product on my ASUS account on the ********************** website, I get a pop up claiming that the product is already registered. This product could not have been registered by me, as it does not show up as registered in my ASUS account. Since Tuesday, when the products were delivered, I have contacted ASUS about these issues repeatedly by phone, chat and email and still await resolution concerning the *** 14 PRO+, in particular. Personally, I believe the *** was previously owned by someone, which is why I am unable to register it in my name and account. Despite paying over $1,400 for what should be two new products, what I have received in return for my hard earned money is anything but new. This has caused great inconvenience, wasted time, money and lost hair from stress.

  Business Response

  Date: 02/10/2025

  Hello **** ********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the experience you have endured regarding your recent purchases. I certainly understand how aggravating this can be. This is not the type of excellence that we strive for.
  
  After reviewing the account, I do see that the return orders have been set up to have your devices returned and that you should have received a prepaid shipping label for the return. Once received at our facility, a refund would be issued.
  
  I sincerely do apologize for the inconvenience that this situation has caused you.Please take note of your case number for your future reference: N2501031289-0015.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22916710
  
  I am rejecting this response because:
  Has anyone even read my complaint? It is very clear how I want restitution to be made. Please escalate this to the CEOs office. A simple refund is not good enough. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 02/11/2025

  Hello **** ********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I completely understand where you are coming from and sincerely apologize for any inconvenience that this situation has caused you. With that being said, if the devices are being returned to our facility, then we would only be to refund for the original amount. I am sorry to say that there wouldn't be any additional compensation.Please take note of your case number for your future reference: N2501031289-0016.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mobile PC warranty repair was denied due to having upgraded the storage and battery.The issue with the unit is the microSD card reader/motherboard (which was not in any way modified by me)The repair will be out-of-warranty repair even though the components to be repaired (motherboard/microSD) are not what I have replaced or modified.Also, the microSD card issue for this model (Asus ROG Ally Z1 ) is a well known and common issue involving exchanging the motherboard. Many units have had *** done to fix this issue, and I therefore feel that it is very clear the cause of the issue is an inherent and common defect.

  Business Response

  Date: 01/30/2025

  Good Afternoon
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I apologize for the issues that you are having with your Ally card reader and SD card. I understand that you may not have been the user who made the initial modification to the unit but unfortunately any changes done will void the warranty. I can understand how frustrating that can be. When did you purchase this unit and was it thru a 3rd party reseller?
  At this time, I would like to offer you a one-time courtesy of 30% off your repairs. I would be happy to put in a new *** and send you a prepaid label for you to send you unit back to us.
  Please let me know if you would like to proceed with the repairs.
  
  Thank you,
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:01/28/2025

  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 am filing a complaint against ASUS for failing to resolve an issue with a defective product and providing inadequate customer ************************* 1/9/2025, I purchased an ASUS PA27JCV 5K monitor from B&H and received it on 1/13. Shortly after setting it up with my Apple Mac Mini M4 Pro using the included USB-C/thunderbolt cable, I noticed the monitor exhibited a screen flickering issue several times per day. This issue does not occur with my secondary monitor of a different brand, and I found online reports of other users experiencing the same problem with this monitor.On 1/20, I contacted ASUS through their online warranty system under case number "N2501018425-0010." An ASUS representative, *********, canceled the *** request and advised me to disregard related emails. I continued troubleshooting through ASUSs online chat platform, communicating with other representatives, ******* and ******** but the issue remained unresolved.During the process, I received a voicemail from ASUS asking if the problem was related to the included cable. Despite multiple attempts to return the call, the ASUS hotline was consistently busy, so I continued communicating via online chat. On 1/28, I received an email from ASUS representative ******* D., stating that the required USB-C/Thunderbolt cable for this model was unavailable in their inventory and that no further support could be provided.This response is unacceptable. The monitor is covered by a 3-year warranty, and as a high-end product intended for professional use, it is unreasonable to expect a customer to purchase a third-party cable to make a new monitor functional. ASUSs lack of accountability and failure to provide a resolution has been frustrating and unprofessional.I am seeking a resolution through the immediate replacement of the defective USB-C/Thunderbolt cable at no additional cost. I request the BBBs assistance to ensure ASUS fulfills its warranty obligations and resolves this matter promptly.Thank you.

  Business Response

  Date: 01/30/2025

  Good Morning,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost, I would like to apologize the issues that you have had trying to obtain the replacement USB-C cable.
  In the process of trying to get information on the USB-C Cable, I see you keep mentioning a thunderbolt cable; however, the cable that is showing in the specifications is USB-C cable only. I am reaching back out to out parts department to make sure that I get the part number so I can get this part sent to you. I will reach back out to you once I hear back from them. This could take up to 2 days for a response.
  
  Thank you,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 01/30/2025

  Complaint: 22868785

  I am rejecting this response because:

  It is ironic that the ASUS representative is trying to correct me by stating that it is a USB-C cable, not a Thunderbolt cable. However, I received two emails from ASUS on 1/28/2025, both stating that no cable was included in the box and that customers must purchase their own cable to connect the monitor to a computer (see attached).
  On 1/28/2025, after I submitted my BBB complaint regarding the monitor issue, an ASUS tech support representative named ****** emailed me, stating: "Our team has responded and has advised that there is no USB cable that came as an accessory to your device; therefore, we are unable to send a replacement USB. You may have to purchase a replacement cable." This statement is nearly identical to another email I received from ASUS tech support representative ******** who wrote: "Based on the issue described, there is no USB cable for this model from the order book."
  Both representatives falsely claimed that no cable was included, seemingly to discourage my efforts to receive warranty support for the defective USB-C cable that was in fact included in the box. If, as they claim, no USB-C cable was provided, how was I able to connect the monitor to my computer?
  Additionally, ASUSs official product page, as well as B&H Photos website (the retailer where I purchased the monitor), clearly list the USB-C cable as an included accessory (see attached). I responded to ******, informing her that she was incorrect and that the USB-C cable was indeed included in the box. This defective cable is causing the flickering issue, rendering the monitor unusable since my purchase on 1/9/2025.
  My experience shows that ASUS is actively trying to discourage customers from pursuing warranty claims by providing false information. I have sent three emails, made three phone calls (which never went through due to constant busy signals), and filed a BBB complaint just to get this issue addressed. Not every customer can invest this level of effort, and I believe ASUSs approach effectively ****** others facing similar issues. In fact, I have found other customer reviews on the B&H Photo website reporting the same or similar problems with this model.
  This is unacceptable, and I expect ASUS to resolve the issue immediately.
  Sincerely,
  Sitao Sun

  Business Response

  Date: 01/31/2025

  Good Evening,
  I hope this finds you well. I would like to apologize if I offended you with my last email as it wasn't my intention. I was trying to get a better understanding. If the cable that you are needing is a Thunderbolt cable I will need the Serial number of the Thunderbolt unit that you have so that I can get the information need to order the part needed. As for the your previous experience I would like to apologize for the
  inconvenience and frustration this issue has caused up to this point. The experience you have described is not one we find acceptable. Providing an excellent experience is important to us. I want to assure you that we are reviewing your prior contacts and addressing all opportunities with a sense of urgency. Thank you for the personal time you have taken to bring this to our attention so that we may take action. 

  Thank you,

  ***** *.,

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

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22868785
  
  I am rejecting this response because:

  To clarify, I dont know whether a USB-C or Thunderbolt 4 cable is neededwhat I need is a functional cable to properly connect my ASUS 5K monitor to my Mac. The included cable is clearly defective, causing flickering due to insufficient data or power transfer.
  I reached out to B&H Photo, and their product specialist suggested trying a Thunderbolt 4 cable. However, multiple ASUS representatives have claimed that no cable was included in the box, contradicting both ASUSs product page and B&Hs listing. This misinformation has made resolving the issue unnecessarily difficult.
  Trial and error should not be the burden of the end user. Even if ********************** sends a replacement cable next week, I will still have to test it myself.

  I understand that this ASUS 5K monitor is a high-end and newly released model, but I sincerely hope that ASUS conducts proper testing before releasing products to the market instead of relying on end users to troubleshoot. Additionally, my experience with ASUS customer support has been frustratingwhether due to a lack of capability or intentional difficulty in resolving claims.

  I purchased this monitor on 1/9/2025, and as of 1/31/2025 (today), I still dont have a working cable. I would appreciate an expedited resolution.

  Sincerely,
  
  Sitao Sun

  Customer Answer

  Date: 02/06/2025

  I sent the following email to Asus this morning:

  Hello ****,
  
  Thank you for your response and for finally agreeing to send a replacement cable. However, I want to express my frustration with how ASUS has handled this issue.
  
  I purchased this monitor on 1/9/2025 and filed a warranty claim on 1/20/2025. Instead of promptly addressing the issue, ASUS repeatedly denied that a cable was included in the box, forcing me to escalate the matter and file a BBB complaint on 1/28. 
  
  A simple warranty replacement should not have required this level of effortASUS should have resolved the issue on 1/20 rather than delaying the process and attempting to deter a legitimate claim. ASUS should conduct proper testing before releasing products and ensure that all necessary, functional accessories are included in the box. 
  
  Also, the 710 business day shipping timeframe is excessive, and I was not provided with a tracking number to monitor the shipment. Even if I receive the cable within this timeframe, I will still need to test it to confirm that it resolves the issue. Given this entire experience, I have lost confidence in ASUSs customer support.
  
  Please provide a tracking number so I can monitor the delivery.
  
  Best regards,
  Sitao Sun
  
  
  From: cl-BBB <************************************************************************>
  Sent: Wednesday, February 5, 2025 10:24 AM
  To: ******************************* <*******************************>
  Subject: ASUS Service No=N2501018425-0014; ASUS Service No=N2501018425-0014
  
  Hello Sitao Sun,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today.
  
  We have gotten the order created with our facility to have the cable sent out to you. The standard turnaround 7-10 business days, not including holidays or weekends. We greatly appreciate your patience as we work to get this corrected for you.
  
  Please take note of your case number for your future reference: N2501018425-0014.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,
  **** *.
  **************************************************************************
  Help make us better! Let us know what we can do to improve by clicking here.

• Initial Complaint

  Date:01/24/2025

  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 attempted to buy a computer through the Asus Canada website on November 23rd, 2024 and received a confirmation email of my order. On November 26th, my order was cancelled. When I asked why, they said there was an an issue with my address, and asked for proof of it, which I sent. With that confirmed, I wanted to reorder the computer. But on the website, the computer was now $200 more than it had been when I had first put my order in.I followed up to my previous email about my address to their help department, asking for a price match so I could reorder the computer as it was cancelled on their end. What followed were multiple emails back and forth, from December 9th to January 24th, with constant message about them working on it and they'd get back to me in 1-2 business days (they never did, I had to follow up every single time), until they said today, on the 24th that the particular model was out of stock, so I couldn't have a price match. I then found the model still advertised for sale on their website. It appears the only reason my order was cancelled was to force me to pay a higher price.

  Business Response

  Date: 01/27/2025

  Good Evening,
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I would like to apologize for the issues that you are having with the reordering of the ASUS Laptop online. I understand the frustration of having to wait for updates in this process.
  In the process of researching your previous cases I am showing that there were some differences in what you ordered and what you sent over in the link. Per you attached original order information you requested the following *** Ryzen 5 4600H Processor, 8GB Memory, ****** GeForce GTX 1650 Laptop GPU and 512GB M.2 PCIe 3.0 SSD storage for $499.00 plus tax.

  However, the link that you forwarded had different specifications so that is probably why it is showing as available and also a higher price.

   *** Ryzen 5 7535HS Processor, ****** GeForce RTX 2050 Laptop GPU, 1TB M.2 NVMe PCIe 4.0 SSD storage, 512GB M.2 NVMe PCIe 4.0 SSD storage for $949.00.

  If you can locate a unit that is the same as the one that you ordered and shows the same specifications as on your order receipt attached please reach back out to me and I will see what I can do to get the price matched for you at that time.
  

  Thank you,

  ***** *.,

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

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22853791
  
  I am rejecting this response because: It's the same model as the one I tried to order that was cancelled, but the updated version I guess. My issue is that it took over 2 months of people constantly saying they were trying to get a price match (never updating me despite promising to follow up in 1-2 business days, always making me follow up), in a way that makes me think it was a delay tactic to ensure there were no more of the old model available, in an effort to force me to pay a higher price than the order that was cancelled from their end. I can't imagine why a simple price match would take that long. From my perspective, it looks like a way to force more money out of me.
  
  ****** ******

  Business Response

  Date: 02/04/2025

  Hello ****** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry for the inconvenience that this situation has caused you and the delays that have come with this situation. This is not the type of excellence that we strive for.
  
  We have heard back from our Canadian team. If you'd be interested, we can offer a $350 coupon code for this model: *********************************************************************************************************
  
  If this would be an acceptable solution, we would be happy to have that sent over to you. We do look forward to hearing back from you.Please take note of your case number for your future reference: N2411034052-0019.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laptop from ASUS in March 28, 2024. Within a few months, it became non-functional. After sending it in for ***airs and finding out the most important components had to be ***laced, the laptop was then returned to me with physical damage. Despite making it clear I was citing the ***air facility as the source of the damage, the ASUS *** still tried to file my complaint as one against *****. Ultimately, I demanded a refund (minus the cost of the computer's stock RAM...despite paying to ***lace it as per THEIR recommendation) and ASUS agreed to initiate a refund upon receipt of the product. They provided me with a shipping label and I sent the laptop back. I received an email from ASUS confirming the laptop is now in their possession, but that my refund will take 4-6 weeks. This computer was used for work and I've already lost thousands of dollars of income throughout this process...now having to wait another month or more for my refund is ridiculous and nobody on their end has any interest in expediting this process.

  Business Response

  Date: 01/23/2025

  Hello J Lestrade,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the experience that you have endured regarding your device. I certainly understand how aggravating that can be.
  
  I am glad to hear that we were able to receive your device at our facility so that the buyback process can estart. However, I am sorry to say that the standard turnaround time for the process to be completed is 4-6 weeks. I sincerely apologize for any inconvenience that this does cause you. I can assure you that our team is working diligently to get this resolved for you as quickly as they can.Please take note of your case number for your future reference: N2404027208-0010.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22844344
  
  This is not acceptable.  Not only have I been making payments on a computer I cannot use, but I have to buy a whole new computer.  This is what I use for income, and I'm losing money every day I cannot work.  I've already lost enough money to buy a whole other computer. 

  I asked ASUS for a REFUND.  It should not take 4-6 weeks to give me back my money when the laptop is already in their possession. 
  
  J Lestrade

  Customer Answer

  Date: 01/24/2025

  The message said complaint must contain my first and last name. 

  I have already provided this information but I'm guessing the issue is with my first name.

   

  "J" is my legal first name.  It is not an initial.  It is just "J" and this is how it is written on all my legal documents (Drivers License, Passport, Social Security Card, tax documents, bank records etc).