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:07/29/2022

  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.

  March 2022, purchased Asus B550M C/CSM and 5600G in ******. *** does not function with motherboard. Bios update to latest version, board did not work. This issue is ongoing.To save much time. After several months of testing, I have identified that their testing *** is made in ***** and the ***'s I bought in ****** are all made in ********. As their ***'s work but mine do not.Over the past 4 months, I have sent out this motherboard 4 times to Asus, including one time with my Processor. Each time, no problem found, but they say that I bought a defective processor.I am a system builder and had 3 in stock, all 3 did not work, Asus claimed that I have bought 3 defective processor. After proving them wrong, they claim I had 6 sticks of ram that were defective, even though they work fine in a different computer. Then my power supply was defective, then it was my monitor and cables. Never the motherboard.ASUS testing ***'s come from *** directly or purchased in Asia. Their chips are not retail chips and they are made in ***** and not ********. I will attach a picture of the *** top received from Asus testing. I will also attach a picture from my own processor from ********.The motherboard in question is a Asus Pro B550M C/CSM and the processor (series) is the North American Zen 5600G / 5700G processors. Both were tested with video proof sent to Asus. Asus confirmed that the *** and Motherboard I sent in to them did not work together, nor did the *** work on a new board, but worked in a different series board. Ticket:N2203032516 Asus RMA numbers:CAA1N31846 - March 31 CAA1N50519 - May 9 - Included Intake form with details - Sent in *** CAA1N61482 - June 29 - Provided info about ******** / ***** *** Office of the *** is no help. 4 times they said they would get somebody to contact me, 4 times nobody called. Each time being told to wait 48h, each time I need to call and ask. One time they said ************ has no recourse in solving your problem"

  Business Response

  Date: 08/05/2022

  Hello, 
  
  Since your case has been escalated to and taken over by our *********************** team, please respond directly to their emails. Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17640706
  
  I am rejecting this response because:

  I've been trying to get a solution for over 140 days for a solution. Nobody except technicians have ever contacted me. "Office of the CEO"  never replied to messages or emails. I then had to contact *** myself to get Asus to be at all interested in continuing to solve the issue. It appears to be a defect on this series boards and Asus refuses to test appropriately or accept there there are any possibilities that it is defective.

   

  I want a phone call from somebody who can actually help me, or can understand the situation fully. A customer shouldn't have to push and push to get a problem recognized. Something that I have proven over and over via video evidence.

   

  Please contact me so we can discuss this further.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/11/2022

  Hello, 
  
  Since your case has been escalated to and taken over by our *********************** team, please respond directly to their emails. Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17640706
  
  I am rejecting this response because:
  
  I have never been contacted by your coprorate support team. I gave plenty of time for your team to contact me after your response but never have been contacted.

   

  The only contact I've ever had with your company were all when I was proactive in reaching out. I've only ever had contact with customer ********************** and your techs in *****************. Never have I have had help from outside of this channel.

   

  Could you provide communications or records of your corporate team contacting me?

   

  I would simply like to be contacted by somebody who can resolve this issue, somebody who understands that customer ********************** is a thing and that 5 months, 5 RMA, sending in processors in twice, is not acceptable.

   

  The only time I spoke with somebody at corporate was when I called the "Office of the **** to file a complaint. But was ultimately told that this department can do nothing for me and that the complaints I have will be going directly to the people I have issues with, as they are supervisors. I don't understand how this is even possible.

   

  Please, after 5 months, contact me and try and resolve this issue.

   

  Thanks

  Business Response

  Date: 09/01/2022

  Hello,
  
  We are sorry to hear that you continue to have problems with contact from our *********************** team.
  
  However, we have been informed that you were contacted by an agent today (9/1/2022). Please continue to communicate with through the agent who contacted you since she is handling your case. 
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 09/07/2022

  I am unable to reply to the company's response in the complaint. They state I am in touch with a department that has never reached out to me. I have never once had contact from ASUS without needing for me to call first. Even then, the only people I have ever spoken with were people with the technical support team and never the "Corporate ************* team"

   

  If they have tried contacting me, they have never left a message, email, or any indication that they are not technical support.

   

  All I want from the business is them to contact me, but never once have they attempted to contact me outside of the technical support staff who I have issues with in the first place.

   

  The last time I tried to file a complaint, they told me that the people I have issues with are the ones who will be receiving the complaint to review.

   

  They have never taken accountability for the issue and refuse to offer a proper solution to this issue that has been ongoing since March 2022.

   

  Thanks

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17640706
  
  I am rejecting this response because:

  I have not received any contact from anybody at ASUS who said they work with the corporate support team. The only people I've only ever dealt with are support agents at your RMA center.

   

  Could you provide information on who contacted me, method, appx time? I have spoken with your technicians on Sept 1st, but never anybody from your corporate team and only ever by email.

   

  Like I asked previously. I would like to get contacted by phone and have somebody go through this issue with me and explain why it's going on for 6 months now and why I'm on RMA number 5. This is the second time you have my CPU and Motherboard together.

   

  Please, have somebody call me, have a live chat, you'll see that all I want is a resolution. But I am not accepting "we can only do email", I want a person to call me and have a conversation with me, somebody who has the capability to answer or at least get me the answer to my questions, as I've yet to receive any straight answer from you technicians in the last 6 months of back and forth communications. I ask a few relevant questions in an email and the one easy question is answered, if I'm lucky. The rest is usually ignored.

   

  Sure, the last few weeks your support has been more ***operative, but again, this doesn't mean I've been in contact with your corporate support team. They've ever only said they were part of the repair team and nothing else.
  

  
  Thanks
  

• Initial Complaint

  Date:07/28/2022

  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 ordered two graphics cards and 2 monitors. it was a bundle deal. I ordered it and received one graphics card and 2 monitors and one graphics card full of golf *****. I initiate a return and when the item got to their return warehouse, they said that they reviewed golf *****, I told them that's what they sent me. The demanded I return the right item I told them I did return what I received. I sent them back 2 monitors and 1 box full of golf ***** (what they had sent me) fast forwards to 07/28/2022 I send them back the other graphics card and demand a refund. They tell me about the cards from amazon and can't issue a refund. I sent back the original items and yet no resolution. I tell them send me back everything I sent them if they aren't going to refund me. They even denied that they can't send me back all the items I sent them. Now I have a charge of more than $5,000 and no items. 'Order number is :*********** Return RMA is:RMA-CS-***********-1case number for future reference is; N2203024509

  Business Response

  Date: 08/05/2022

  
  Hello, 
  
  I want you to know that this matter is very important to us and I am sorry that it is taking so long to come to resolution. We are still looking in to this please allow us some more time to confer with our Eshop on a resolution and further investigation. Also please only reply here as you are working with the BBB and 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. 
  
  Best Regards, 
  **************  
  ************************************************** 

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17639539
  
  I am rejecting this response because: no solution 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2022

  Hello,
  
  We are sorry to hear that you have had an issue with a purchase through our eStore. We have finished our review of the situation.
  
  We see that a full refund was issued as a result of a dispute through your bank. In addition, we have requested that you return the monitors that you purchased. Once those have been received we will return to you the units we had received. We have provided you with prepaid shipping labels to return the devices.
  
  Kind regards,
  ****************
  **************************************************

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17639539
  
  I am rejecting this response because:

  I have not received a refund my dispute was denied by the credit card company. and you guys took my monitor and gpu without a refund 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/28/2022

  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.

  Asus is selling defectie product through reseller and it is impossible to return or use it. The laptop costing 1333$ purchased from best buy on march 2022 which gives 14 day return but unfortunately problem started arising several weeks later. Unit has RMA-d already once but additional problem crept up shortly after arrival. It has become apparent that during the life of this product, it will be frequently shipped for RMA back and forth. The technical expertise's advise over e-mail did not help at all. I want to return the product but ASUS is refusing it. I menioned about bestbuy's policy 14 day of return and problem started appearing and it is unacceptable for high end laptop ****** 1333$ to be frequently RMA-d back and forth until warranty expires but ASUS representative named ***** B treated my request with belligerent clearlly knowing that my 14-day policy of return has passed (plus I mentioned) and taunting me to return to the place of purcahse. I am seeking 1300$ for the full price of return plus additional 5000$ for the struggles incurred during the life of this product since I purchase and constant failure of ASUS to give focused advise, failed RMAs.

  Business Response

  Date: 08/03/2022

  Hello,
  
  We are sorry to hear about the issues with your notebook and we will be happy to assist you.
  
  First and foremost, we are sorry to hear that you had a poor experience with our Product Support agent and we assure you that we are reviewing your communications to address this issue to ensure it doesn't happen again.
  
  Your notebook is covered by warranty through 3/7/2023. Your warranty covers repairs, but replacements are sometimes possible as a courtesy as deemed necessary by ASUS. However, because you purchased the device from a reseller (Best Buy) and not directly from ASUS, we are unable to refund, and we do not reimburse for inconvenience, struggles, etc.
  
  We understand that the return window with Best Buy has closed so you are not able to return it for a refund. The device has only been sent in once for repairs so we will need to have it sent in again to determine if repair or replacement is necessary.
  
  We will be happy to create a new RMA to send the device in for repairs under warranty, and we will furnish prepaid expedited shipping as a courtesy to shorten the time you are without your device.
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:07/27/2022

  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 send in a monitor for repair/cleaning under warranty with no physical damage.I was told after three weeks after they had received the item with no conversation at all till I had to initiate the conversation with them, that I had damages to the monitor that void my warranty.I was led around being told it was not them, it was the courier and they made a complaint with them.we were then told it was not the courier, and that the warranty would not be upheld.I had to show my living area to prove my item was not damaged prior to shipping (which I feel was asinine)instead of them upholding the warranty.even after proving my monitor was not damaged by me, they still claim it was the shipping department, and not them, they will not provide service to my monitor

  Business Response

  Date: 08/05/2022

  Hello.  
  
  I can see that our team actually waived the charges of the repair as a one-time courtesy. We are will hold up that courtesy and make sure that your unit is repaired free of charge. Thank you for your time. 
  
  Best Regards, 
  **************  
  ************************************************** 
  

• Initial Complaint

  Date:07/27/2022

  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.

  In June 2022 I contacted ASUS because I own a monitor of theirs which had stopped working with my MacBook Pro since a recent software update. I went through several trouble shooting steps on the website that did not fix the issue. The monitor briefly powers on, but then displays an error message saying display port not available and powers off. I was instructed to send the monitor in for covered warranty repairs and was provided an RMA number and shipping label. I then had the monitor packed at a shipping store. I was contacted by ASUS and told that the monitor arrived with physical damage not covered by warranty and provided pictures. The box seemed to have damage as well. As the monitor was in perfect condition when I sent it and the box was damaged, I instructed them to file a claim with their carrier, which they said was denied, and I was told to pay to have the physical damage repaired. I did so even though it was not my responsibility. A few days ago I got the monitor back, but the original issue of it not powering on was not resolved. So at this point I have paid for physical damage that was not originally there, and the original issue was not addressed. Now I am getting the runaround and being asked for the same information multiple times on multiple forms by multiple different reps none of whom are addressing my concern.

  Business Response

  Date: 08/05/2022

  Hello, 
  
  We are sorry to hear that you have had a bad experience in getting your monitor repaired.
  
  We see that a new RMA has been created for repair at no cost to you to resolve your issue, and a prepaid shipping label has been sent.
  
  Kind regards,
  ****************
  **************************************************

• Initial Complaint

  Date:07/24/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is following up on a RESOLUTION that was negotiated through the BBB that was not followed through by the business. The business, ASUS (computer company), promised to send the customer a replacement ********************** Zenbook Duo 14 laptop since the device the customer purchased was defective. The client returned the defective device to the company over a month ago. The company has yet to send the replacement device. The customer is concerned that the company has no intention of replacing the device despite their promise, effectively creating a situation involving stolen property. Please see the attached emails as confirmation of this statement.

  Business Response

  Date: 07/28/2022

  Hello,
  
  I understand that this has taken up quite a bit of time; however, I see that the replacement was delivered via ***** Today, 07/28/2022 at 8:58 am. You can see the tracking information here: https://www.fedex.com/fedextrack/?trknbr=592166101754&trkqual=12024~************~FDEG

  Tracking Number: ************

  
  We do not do refunds that is for the place of purchase in the warranted amount of time; however, I do understand the inconvenience that this has caused and would like to offer a 3 month extension to the warranty of the replacement device that the customer should now have.
  
  Best Regards,
  **************
  **************************************************

• Initial Complaint

  Date:07/24/2022

  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.

  Asus ROG zephyrus g15 duo - $3500 So I've had this laptop for around 6 months when the wifi card died. I'm in IT so I and a tier 1 from Asus support were able to identify it wasn't driver related and it was indeed hardware failure. I get it shipped out to ASUS for warranty and everything on that end goes well. One month after sending it in and they receiving it, I finally decided to call and see what's going on. The order of how this went down is somewhat murky, but it appears to be that they:Immediately reimage the machine, wiping everything. (I absolutely can not understand this, and I lost everything when they did). This didn't fix the issue and they also broke the monitors (the duo has two) somehow. They also apparently send it in to QA with the network card unreplaced and presumably still not working and with now broken monitors. QA understandably sends the machine back, saying nothing is fixed and now something new is broken.They replace the monitor and wifi card. 2 more weeks later I finally get my laptop back (a month and a half turnaround).The laptop lasts one (1) week before both monitors die out. Words for how ****** off I am elude me when thinking about how inept this repair service is, and the fact I will now be out yet another month on this laptop. I will be placing yet another warranty shipment request tomorrow, where I'm sure they will immediately reimage it while staring at a black screen and send it to QA. Personally I'd think this warrants a full replacement at this point.Case number: N2206020040 RMA from previous warranty: USPCN62402

  Business Response

  Date: 07/29/2022

  Hello,
  
  We are sorry to hear of the issues you have had with the ASUS repair process.
  
  We see that a new RMA was created, the device has already been received by our Repair center, and is in the repair process.
  
  Once the device is repaired and returned to you, please let us know if there are further issues and we will be happy to address them for you.
  
  Kind regards,
  ****************
  **************************************************
  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17616281
  
  I am rejecting this response because:
  I understand that it is currently under another RMA. That does not solve my problem. This new RMA is due to the incompetence of the technical repair department. I sent the laptop in for a wifi card replacement. Instead of doing that they:-Reimaged the computer and broke the monitors and then sent it to qa -replaced the monitors, replaced the wifi card and broke the motherboard -sent it back to me That is the problem. The end of my warranty is fast approaching
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2022

  Hello,
  
  Thank you for clarifying the situation.
  
  Your current RMA is in Final testing after repairs were completed and, provided the notebook passes testing, it should be shipped out in the next couple of days. According to RMA notes, the **** card was replaced to correct the wifi issue, and the motherboard was replaced as well. 
  
  Your warranty is valid through 10/14/2022. As a courtesy, we have added a 6-month warranty extension, which will give you coverage through 4/13/2023.
  
  If there are still unresolved issues, we will be happy to assist further. 
  
  Kind regards,
  ****************
  *************************************

  Customer Answer

  Date: 08/17/2022

  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:07/22/2022

  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.

  ASUS Service No=N2204037551-0018 This is the case number.The situation is that I bought an ASUS product, an ASUS brand laptop and as it had a guarantee, after 3 months it was damaged and I had a problem. I contacted Asus and they sent me the information to send it to him. I sent it to them and they received it and then when they send it back to me they send it via ****** but ***** in their system stated that it was delivered and signed for by me, which I never did. In my house, no one signed, no one received anything, and the investigation has been going on for almost two months and now Asus simply tells me that ***** delivered the shipment. About three or four days ago, Asus told me again that they can't give me a replacement for my laptop and that anything excuses them, but that I can go to the police and make a report. almost two months and now that is the conclusion of them. This is the last messageI received from ASUS ""?According to the response we got from our L4 support, ***** rejected the claim, so we are unable to offer a replacement.You must report the theft to the police if someone else signed for the item. We have no control over who receives a package that is delivered to the correct address. ""It is not possible that after so much time they tell me that I have to go to the police.Since June 12 I started with this investigation, this report with Asus and on Wednesday July 20 they send me this last message. This is why I decided to choose to report it to the BBB, so you can help me.

  Business Response

  Date: 08/01/2022

  Hello.  
  
  I understand that this matter is important to you; however, at this point ***** has provided proof of the unit delivering to the correct address and it shows signed for by *************************. Please see the attached document. We will not be able to provide further compensation for this. We recommend bringing this issue up to the police if you have any further concerns. Thank you for your time. 
  
  Best Regards, 
  **************  
  ************************************************** 

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second time filing a complaint because Asus never even responded to my reply. The respondent told me they would help with increasing the discount and make up for the poor service, but then didnt bother actually helping. I am filing again because they snubbed. Here is the situation AGAIN.I have a *** M16 laptop that I got last September, 2021. It was working fine until I did a Windows update that wiped the feature of Wifi from my computer. I followed online instructions to reinstall a Windows driver, and my laptop ultimately crashed. When I would start it, it would either be stuck on a loop at the first loading screen, or go to the blue menu screen where you can choose to restore it, etc. The issue was that even when I tried to completely restore the computer, none of the options worked. I was told by asus customer ********************** to send it in and they would reinstall windows. Two weeks later, after a couple of emails, they reassure me that they reinstalled windows and they sent it back to me but it was sent back unrepaired, with a NEW issue. Now, it was looping the *** Bios menu and there were no boot options. I complain again, they have me send it back in. This time around, I wait two to three weeks, with confusing messages from the *** office and customer support about the condition of my laptop. Some are telling me my entire motherboard needs to be repaired to reinstall it because of clogged ports that rusted my motherboard, while others say thats an unrelated issue and it should reinstall fine. My motherboard worked fine. I took pictures before sending it in, and there were no clogged ports. They refuse to fix it unless I pay **** to replace the entire motherboard for a laptop that was originally **** from Best Buy. Whats worse, they send my laptop back to me unrepaired TWICE. I am asking for a discount bigger than 30% for the poor service and the faulty motherboard.

  Business Response

  Date: 07/22/2022

  Hello, 
  
  Thank you for your submission. We are truly sorry that the customer has had this experience. We would never harm another Asus families device for monetary gain. This would be no way to earn the trust and stature in the electronics industry we have. With that being said, we have issued an *** with overnight shipping provided to expedite this process. The customer will see these emails within the next 24 hours. They will come in 2 different emails, one being the *** #USPCN73243 and one being the ***** label to print. 
  
  
  As advised previously we will need to have the device in repair to see what the actual costs would be and can then determine what discounts, etc can/should be applied. We sincerely apologize for the customers issues and look forward to getting this resolved. 
  
  
  Thank you for your time and choosing to be part of the Asus family.
  
  
  
  Best Wishes
  ******************
  **************************************************

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17599522
  
  I am rejecting this response because:

   

  I am not completely against sending in my laptop again, but I am wondering why I have to send my laptop in for a third time to check for discounts. Ive already done that twice and you KNOW that they only gave me a 30% discount. Why would I send it in again when it has been looked at twice and you know the issue is with the motherboard, with a replacement cost of **** for a **** dollar laptop?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/03/2022

  Hello,

   

  I understand you do not feel sending this in will help with the resolution as of now. we are reviewing the previous **** and information to find the best resolution for you. Thank you for your time.

   

  Best Regards, 

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

• Initial Complaint

  Date:07/20/2022

  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.

  Issue: Advertised rebates are made significantly more difficult to claim than they should be, resulting in people giving up and the company not having to pay out for a rebate they advertised.Product: ASUS Z590-PLUS TUF Gaming ********** LGA **** ATX Motherboard Date of Purchase: 5/10/2022 Retailer: Microcenter ****** Offer Code: ************* Purchase Number: 181-WP-9815724 UPCCode: ************ ItemSSN: M7M0KS0093733P3 I purchased the above listed Asus mainboard due to a rebate offer on the item bringing the price below that of a competitor. When I eventually tried to claim the advertised mail in rebate, the experience was made extremely difficult and was also time sensitive.The website has multiple technical issues. Most importantly the "Contact Us" page errors out. There is no way to figure out how to contact ASUS technical support from the page. When I finally did manage to contact technical support they were not effective, clearly did not read my message and gave me advice that did not work. Repeatedly. Every time I had to contact them again, I had to start all over because I'd get a new person responding, who would ask me to send things I had already sent, and request things they clearly did not need in order to offer technical support on the site, such as proof of purchase and the ItemSSN.When I finally did get everything mailed correctly, my rebate was denied. They claim I did not enclose the invoice, which I know I did, and I had previously sent to technical support. They did not email me or attempt to notify me in any way of the denial.All of this for a $50 rebate.It is my conclusion that the company is purposefully making this process extremely difficult for customers so that they will give up on claiming the advertised rebate. This entire process could be handled online without even having to mail off physical pieces of the box. There are numerous other complaints on social media echoing my sentiments.

  Business Response

  Date: 07/22/2022

  Hello, 
  
  
  Thank you for allowing us the chance to respond to this complaint. We are truly sorry the customer was unable to get their rebate submitted and approved in order to qualify for the rebate. The rebates do come from a different source than our regular support team so we do not control the way they handle their rejections on each customer. Rebate status updates, approval, denial, and other notices may be sent via email or ***** They will always want an Invoice with the rebate form/s. Also, they ask for the piece of the box to prove serial numbers match up etc., and this is the only place to get the *** to show that the correct item was purchased for the rebate. 
  
  
  The customer did not provide an invoice as requested, a receipt with the rebate on it is what was included instead of the invoice, this is attached for your reference. Our policy for Mail in Rebates (***) is strict and if a require documentation is not submitted in time or correctly, the *** will be rejected. Unfortunately, once a *** has been rejected due to a customer's mistake, such as the actual purchase invoice missing, the status of the claim is final and additional documents cannot be resubmitted.
  
  
  
  Our website is very clear on Support options so we are very sorry that the customer had issues in locating this. There is a "Support" link where the customer would have found the chat they speak of as well as numbers to call in to Support, etc. The website is designed to make sure it is providing information based on the customers specific product and not generalized information. If the customer needs support other than chat the option, the number to call support is there as well, with the contact chat option that was used.
  
  
  Thank you for your time with this matter.
  
  
  
  
  Regards
  ****************
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  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17595304
  
  I am rejecting this response because:
  
  This does not resolve my issue and it is clearly within the business's power to honor the rebate. There is more than sufficient proof that the item was purchased. A till slip listing the item purchased is considered an invoice by most rational people. I was also told at purchase that the slip was what needed to be included. Denying a $50 rebate on a technicality is an example of unbelievably bad customer **********************. In addition, this entire process still appears to be designed to frustrate customers into giving up on what is a relatively small amount of money.My next steps will be to contact consumer protection services in the ***************** as well as media agencies. I will also be sharing the full experience with copies of messages on social media.Sincerely,
  
  *******************

  Business Response

  Date: 08/08/2022

  Hello,
  
  We understand your concern about not receiving the rebate.
  
  However, because the required receipt was not in the information we received, the rebate was denied and we are unable to reverse the denial.
  
  We apologize for any inconvenience.
  
  Kind regards,
  ****************
  *************************************

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17595304
  
  I am rejecting this response because:
  
  
  It is entirely within the business's power to honor the rebate. They are not 'unable' to honor it, they are simply choosing not to. More than sufficient proof of purchase was provided. Their argument that a cashier slip is not the same as an invoice (which I did not receive on purchase) is simply an underhanded excuse for not honoring their advertised rebate.
  
  As such it is my position that this behavior is borderline fraudulent. Asus purposefully makes their rebates difficult to claim and finds any loophole they can to deny them. Numerous complaints about this behavior from Asus are available online on social media, dating back a decade, yet most customers choose not to pursue the issue as it's simply a waste of time due to the relatively small amount of money involved. For me, it has moved past the money and is a matter of principle.
  
  I have filed a report with the ************************ (#*********) and am currently compiling all communications and evidence to submit on social media and to any established media organization that is willing to make this public.
  
  The business can either send me my rebate or make a donation to a charity of my choice in my name to the value of the rebate. I also expect the business to publicly address this issue and show changes that they are making to their rebate system in an open and transparent manner.
  
  Sincerely,
  
  *******************