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:07/19/2022

  Type:Product 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.

  ** was built around 11/15/20, the customer requested motherboard. Part purchase date was 10/10/22 from Amazon on my personal account (had lower price). ** ran with no issues from the 11/15/20, up until 2 weeks ago. His ** would crash and come back on. It would run for 3 or 4 days at a time without an issue. Then over the weekend (7-16/17-22) it no longer would power on and RGB lights would flicker. (7/18/22) I checked over the ** and no components have any visible issues, PSU also was fine. Then the *** locking mechanism for the *** wouldn't unlock to remove the *** and felt loose. Once it finally unlocked and I removed the ***. The lower left corners pins, in the typical orientation, seemed to have shorted and melted off into the *** socket, ruining both motherboard and ***(Ryzen ****x). I've built hundreds of computers over the last 20 years. I am methodical and personally inspect every component installed upon receiving and visibly the computer looked like it did when it left my shop, apart from a little dust accumulation. I am demanding that Asus replace or reimburse both motherboard and ***. I have filled out the *** but am cautious since Asus states they will not refund or reimburse what is obviously negligence and a QA failure that resulted in the destruction of both a motherboard as well as, at the time of building, a $550 ***.

  Business Response

  Date: 07/20/2022

  Hello,
  
  Thank you for the opportunity to reply to this submission. We are sorry to hear that you are having issues with your devices. We appreciate the fact that you are very knowledgeable about your computer as this always aids in the process! We would unable to diagnose the issue, or provide replacement/refund, without even trying to repair your device. If the unit cannot be repaired, or the customer is unhappy with a charge quotation, they can hit the dispute on the quotation and we can revisit what the charges are and what they are for and discuss possibly discounts, waives, etc. I would encourage the customer to utilize the *** created as it is there for this very reason, diagnosis, repair, replacement processes. 
  
  
  Thank you for your time and choosing Asus. We do strive for excellence in every way.
  
  
  
  
  Sincerely, 
  ******* V
  **************************************************

  Customer Answer

  Date: 07/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am shipping the *** out this afternoon and will be keeping a close eye on it. I have tracking available if Asus would like it. I will be awaiting an evaluation on the component over the next couple of weeks. If Asus has any more questions pertaining to ***#USPCN72538, I can be directly contacted via email, ************************************.

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

• Initial Complaint

  Date:07/18/2022

  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 have an Asus Crosshair VIII Dark Hero and this board seems to suffer from many issues even after an RMA first random bluescreens. second the *** randomly becomes undetected by the Armory create software requiring a system reboot to fix it. system will randomly downclock the cpu to 500mhz if the latest bios is applied i have had to downgrade to one several versions old.lastly this issue here people call start up issues.https://rog.asus.com/forum/showthread.php?125064-Asus-dark-hero-startup-issue/page58 a close to 60-page post on the ASUS forum more complaints on reddit I have this issue as well and everything says this points to a hardware issue board was already RMAED once before and the replacement didn't help.at this point i have spent countless hours troubleshooting and messing around with this motherboard. IMO asus should be issuing a recall on this board and replacing it with a completely diff board.i believe the next closest model is ROG CROSSHAIR VIII EXTREME so i believe that should be replacement this dark hero board has caused me nothing but trouble from day one and it was a very costly board at the time i believe it was the highest end u could buy only surpassed by the extreme witch came out much later.please help make this right thanks.

  Business Response

  Date: 07/19/2022

  Hello.
  
  Your case has been escalated to and taken over by our *********************** team. Once they contact you, 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: 07/21/2022

   
  Complaint: 17581438
  
  I am rejecting this response because: Hello yes a lady from the ceo office did call me Monday and i went over my request with her she said she was going to contact the ******** office to see about doing the exchange for the other model. she said she would get back to me in ***** hours but its been that now and no call back. she didn't give me a number i could reach her at. she did say she would be sending me an email as well but i got no such email. i tired calling the number back she called from but it don't go though. so i have no idea how to get a hold of her to follow up.

  if u guys could please get someone to set up an exchange for my dark hero board for a brand new ROG CROSSHAIR VIII EXTREME that would be great. i've spent so much time trouble shooting these issues i've had with this board. the board has been RMAed once. i RMAed the cpu the ram the psu and bought a brandnew gpu so i've spend lots of money here and hours and hours of my time trying to make this board work right and its just got to many hardware/software bugs.

  i have been a long time asus supporter. i have an asus pb3-f board, a8-e board and crosshair foumula II board and several other boards as well as 3 or 4 asus gpus and in all the years of buying asus products never had this many issues with a product.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 07/22/2022

  hello can u add some new info to

  Complaint ID:

  17581438

   

  i finally got contacted by the person at the ******** asus office her name is ***************** and she is refusing to honor the exchange that the ceo's office agreed to. all she wants to do is send the same board which will do nothing and she won't budge.

  Business Response

  Date: 07/22/2022

  Hello.
  
  Your case has been escalated to and taken over by our *********************** team. Once they contact you, 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: 08/03/2022

   
  Complaint: 17581438
  
  I am rejecting this response because: asus refuses to address the problems with there junk product so i bought a gigabyte motherboard. maybe if they had put a better person in charge of there ******** office the problems would have been resolved.
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/30/2022

  Hello,
  
  This issue has been resolved. The buyback process has been completed, and the check was delivered to the customer on 8/24/2022.
  
  Kind regards,
  ****************
  ************************************************** 

• Initial Complaint

  Date:07/17/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my laptop in to ASUS for repair. They rejected my device and sent it back to me. I never received it. After ASUS provided my ***** invoice I noticed the return address did not match my shipping address. ASUS delivered my package to the wrong address and refuses to replace it under warranty. I have proof that ASUS lied about the status of my claim. First they stated that my device was sent in an envelope, when I sent it in a box with a battery sticker. Second, they claim the device was received, rejected, and returned. Now they are claiming a device was never received. How is that possible when ASUS sent me a tracking slip showing the incorrect address? ASUS led me on for almost a month when ***** has already closed the shipping claim weeks prior. ***** claims ASUS never responded to updates or inquiries so they closed the case. I have attached the emails that show contradictory statements from ASUS as well as the tracking invoice provided by *****. The return address and shipper address should be the same buy they are not. ASUS altered my return without notifying me and refuses to fix the situation.

  Business Response

  Date: 07/18/2022

  Hello.
  
  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
  ****************
  **************************************************
  
  

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17579396
  
  I am rejecting this response because: Support refuses to replace my device after losing it in the mail. I am being told that I purchased from an unauthorized seller however the seller purchased the device from Best Buy originally and resold it to me. It is to my knowledge that consumers are allowed to resell electronics and other items under original warranty and that warranty transfers with the device to the current owner. If the device is not stolen then it is a legitimate purchase. I have provided invoice but was denied for "not having a business logo" on the invoice. ASUS will create any trivial excuse to avoid replacing my device and I am sick of it! When will this madness end! ASUS approved my RMA, lost my laptop, and now refuses to replaces it. I want my laptop replaced! ***** has even acknowledged that the return address does not match the shipping address and if it was a return the address should match! Someone at ASUS stole my laptop or lost it! ASUS has a reputation for hassling customers on RMA and service requests. I'm not the only person dealing with this! Please replace or return my device so I can fix it!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/21/2022

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

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17579396
  
  I am rejecting this response because:
  
  Support refuses to reach out to me about issuing a replacement laptop. I want my laptop replaced. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am having an issue with a product i purchased from ASUS and they refuse to help me resolve it or even hear the issue since they claim my Monitor i purchased from them is out of warranty. *** spent hours on the phone with them and had several email communications. their warranty claims to last for 36 months on monitors, my purchase date was 12/02/2019 which would still be in that 36 month window. *** sent them the proof of purchase from amazon which includes everything they have requested and no one on the phone can tell me what is not included but just read the same script to me.

  Business Response

  Date: 07/18/2022

  Hello
  
  
  Thank you for allowing us the chance to reply to this submission. We are sorry that there is some confusion with the Proof of Purchase provided and a re happy to clear up the misunderstanding. We would consider a device out of warranty until we can prove otherwise, hence the reason for asking for the Proof of Purchase and the advising if the monitor being out of warranty at this time. 
  
  
  The Proof of Purchase (PoP) being provided is a screenshot and not the actual invoice is why it is being declined. Please see the information below on what to submit and we will happily assist you with getting your monitor repaired once we can verify the warranty using your PoP (Proof of Purchase). 
  
  
  The receipt/invoice will need to display the:
  ? companys logo
  ? date of purchase
  ? cost
  ? serial and/or model number of ASUS product
  ? File types accepted: PDF, JPG, PNG, GIF.
  
  
  Unacceptable forms of proof of purchase are:
  ? bank statements
  ? screen shots
  ? forwarded e-mails
  ? copy & pasted e-mails
  ? files attached as TXT or RTF
  
  
  
  I hope you find this information helpful. We look forward to hearing back from you and resolving your issue. 
  
  
  Sincerely,
  ******************
  **************************************************

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17573080
  
  I am rejecting this response because: the only option amazon has for a receipt is the screen shot i provided or an excel document. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/01/2022

  Hello, 
  
  I understand that you are having trouble getting the invoice; however, If you go to Amazon.com on a computer you can go to view orders then you can click view invoice and on that page and then right click on the mouse pad and you will see options to save as . Once you get that then you can send that to us as a screenshot or excel document is not an acceptable form that we can accept. Thank you for your time.  
  
  Best Regards, 
  **************  
  ************************************************** 

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17573080
  
  I am rejecting this response because: I have followed the requested steps and uploaded the saved PDF. Please note this order was for 2 monitors but only the new one failed. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/12/2022

  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 filed a case before with the below information.I purchased an ASUS ROG Phone 5 on August 24 2021. The total cost of the transaction was *******. The phone came with a 1 year warranty.On May 30th 2022 the phone stopped powering on. Either it was not charging or turning on. I contacted ASUS for support, they opened an RMA and I sent the phone in for repair.On June 9th I received a repair bill quote for $712.40 stating the phone had been User Damaged and they would not cover it under warranty. After several calls I learned that they suspected water damage.The phone has never been near or around water and I asked several times for clearer pictures of the damage or for an image of a liquid indicator, a small sticker that changes color when exposed to water found in most electronics for this very reason. They were unable to provide me pictures larger than 2inch x 2inch or the image of the liquid damage indicator. Asus refused to repair the device under warranty.That is when the previous case I filed ended. Since then the phone was returned to me in broken condition and missing cables on the inside. I send it back in for repair this time free of charge.Asus then informed me that they would no longer speak with me over the phone unless I marked the BBB case as resolved and had it withdrawn. I marked it as complete as per their request.They sent me another quote, this time for $681.74. They informed me they would waive the fee. This price was different than the last one and I voiced concerns that it was not being repaired in its entirety. Attached is the response from their employee saying that it would be fixed.I received the phone back 7/8/22 and the ****C port was not repaired and testing showed it to be faulty. They've offered an advance replacement of a used device, but are unsure when that would be available.I've spent too much time dealing with this when it should have been resolved a month ago. I want to return it and get a refund.

  Business Response

  Date: 07/13/2022

  Hello. I am sorry that you were not satisfied with the repair again. We did offer you a recertified replacement. When charging the phone even in the car it needs  to be the original equipment manufactured charger. We have provided free of charge repairs multiple times now and offered a recertified replacement.

  There was *** (customer induced damage on both RMA's ) Liquid damage can be built up condensation from bring your unit from a cold room to a hot room or even bringing it outside and back in again over time the exposure increases and can cause liquid damage to the unit. We will not be able to provide further extensions and we will not be able to provide a refund. Refunds are provided by the place of purchase with in their terms and condition and time line.

  
  We are willing to honor the offer of a recertified unit and / or and if you do not like that we can do another free of charge repair as a courtesy; however, this will be the last and final exception that we may be able to provide due to the *** found on both of the RMA's.  
  
  Best Regards, 
  **************  
  ************************************************** 

  Customer Answer

  Date: 07/13/2022

   
  Complaint: 17557805
  
  I am rejecting this response because:

  Let me begin by stating that I know for certain it isn't my charging cable. As I mentioned in the email to you my test showed no problems when running the cable from the side USB-C port so the claim that only the charging cable that came with the phone will work is bogus and frankly insulting. 

  Your second claim that you've provided multiple repairs free of charge is categorically false. The phone was sent in once you claimed water damage despite never being able to prove it despite my many many many request, returned it with the back plate completely shattered, only then, after your tech caused significantly more damage to the phone, did you provide the free repair, that repair is the one that I contacted you and informed you that items were missing that were on the original repair receipt and you assured me they would be fixed... they were not.

  The claim that you designed a phone that is incapable of being moved from outside to inside in any climate is utter incompetence, its a phone, its carried on a person nearly 24 hours a day.

  I am willing to accept a repair so long as I'm guaranteed that the information I spent hours on resetting will not be removed, and I'm willing to accept a recertified unit so long as you guarantee that there are no problems with it. The guarantee I want is that if the phone breaks in the next 3 months that I will be given a refund, and that the warranty you agreed to extend will still be in place. At this point its no stretch for me to lack confidence in your techs abilities. Refund, or guarantee my data will be safe on a repair, or guarantee the "recertified" one will be free of issues. I don't think any of these are a stretch if you believe your techs are capable of these repairs, the problem is I don't.

  Your last sentence again "due to the *** found on both of the RMA's." is categorically false. Obviously since you refused to fix it the first time claiming it was ***, it would be present in the second one. The only evidence you showed to support the *** was a few very tiny pictures with a red arrow, I've included the pictures to show you the packing quality and the damage to the phone when you sent it back to me the first time, that is clearly visible.

  This whole process has left such a bad taste in my mouth for ASUS, I was planning on still buying products from your company after the phone was "repaired" but this disaster of customer ********************** and rma process I wouldn't wish on my worst enemy.

  Again, Refund, or guarantee my data will be safe on a repair, or guarantee the "recertified" one will be free of issues. I will accept any of the 3 options.

   

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

  Business Response

  Date: 07/21/2022

  Hello.  

  
  I am sorry; however, we do not do refunds if you would like a refund please go to your place of purchase. We are willing to honor the offer of a recertified unit and / or and if you do not like that we can do another free of charge repair as a courtesy; however, this will be the last and final exception that we may be able to provide due to the *** found on both of the RMA's.  
  
  Your current warranty will transfer to the unit that receive if you opt to go with the recertified unit. If you opt to do the final free of charge repair then, please back up all valuable data before proceeding as ASUS will not be liable for any loss of data. 
  
  Best Regards, 
  **************  
  ************************************************** 

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17557805
  
  I am rejecting this response because: I have made arrangements with ********** at ASUS *********************** to have the device and gamepad refunded. The devices were already sent back and I was informed earlier that the refund for both items will be going out around the 19th of this month. If you are reneging on that we will have problem beyond this complaint. I will close the complaint when I have my money returned to me. I've attached our email chain for your reference.

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

• Initial Complaint

  Date:07/08/2022

  Type:Order 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.

  The issue is with a system board purchased from Asus that has a software issue (BIOS) that they refuse to address without returning the system board (X570-PRO wi-fi) this is the second board I've received from Asus since reporting this issue which has the same issue and they are demanding that I send this board back for analysis whereas I've already sent them my first board for a replacement. On top of that they put a hold on my credit card plus require me to pay for shipping.this issue is ongoing ( several months now) the initial email thread started prior to May 29th. the current case number with Asus is N2205035330-0028 and N2205035330 I'm considering taking legal action as I'm beginning to believe that this is deceptive business practice(s) a known defective product, etc.

  Business Response

  Date: 07/12/2022

  Hello,
  
  Thank you for the chance to respond to this submission. We are sorry to hear this issue has occurred and we are working with this customer currently. We were in touch with them as recently as yesterday. This case has been escalated and is being handled by our *********************** team for resolution. 
  
  
  The customer would need to simply continue to reply to their emails, sent from "ACI-**************************************** Any contact through different channels may delay a response as we are required to pass their cases back to the team that is handling it. 
  
  
  
  
  
  
  Best Wishes
  ******************
  ****************************************************** us why here...

  Customer Answer

  Date: 07/13/2022

   
  Complaint: 17538934
  
  I am rejecting this response because:

  The company in question is requesting that I once again disassemble my workstation and send the system board in for analysis for a software issue, this position is unacceptable considering I've already sent in the original system board for analysis as noted below:

  RMA Number:USPCN60547

  Serial Number:MBM0KS092931SCM

  I find it hard to believe that they don't have an identical system board readily available in stock for their QA team to perform an analysis with given that these boards can be purchased in multiple locations.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/20/2022

  Hello,
  
  Thank you for the chance to respond to this submission. We are sorry to hear this issue is still on-going and we are working with this customer currently. We were in touch with them as recently as yesterday. This case has been escalated and is being handled by our *********************** team for resolution.  This is our highest form of assistance. 
  
  
  The customer would need to simply continue to reply to their emails, sent from "ACI-**************************************** Any contact through different channels may delay a response as we are required to pass their cases back to the team that is handling it. This case is still on-going with our support as we are working with the customer to try and resolve the issue. 
  
  
  
  
  
  
  Best Wishes
  ******************
  **************************************************

  Customer Answer

  Date: 07/21/2022

  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 for the moment since it appears their escalation team is engaged. I will continue to respond as suggested until resolution of the issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/06/2022

  Type:Customer Service 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.

  They have ZERO customer support for the entire *************. None. (That I have been able to get in contact with, that is)

  Business Response

  Date: 07/07/2022

  Dear *******************************, 
  
  Hello. I am sorry to hear that you are having trouble reaching our support for *****************. I will include multiples ways that you can reach our support; however, I would also like to know what your main problem with your unit is so that we may further assist you.  
  
  You can reach our support by going to the link below.  
  
   https://www.asus.com/us/support/ 
  
  Call Center  
  
  ************** or ************** 
  
  
  Monday - Friday, 6AM - 9PM PST 
  
  Saturday - Sunday, 6AM - 5PM PST 
  
  Chat support- https://icr-am.asus.com/webchat/icr.html?rootTreeId=AM.**.NSF&treeId=AM.US.NSF&tenantId=EN-** 
  
  
  Best Regards, 
  **************  
  ************************************************** 

  Customer Answer

  Date: 07/08/2022

   
  Complaint: 17530554
  
  I am rejecting this response because:

   

  Phone numbers and contact methods given in reply do not match those found on public facing ****** searches.
  

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

  Business Response

  Date: 07/18/2022

  Hello
  
  
  Thank you for the chance to reply to this rejection. We are sorry for any confusion, but these are indeed the numbers you will find via the Asus website to contact support. Numbers and addresses found via ****** or any other search engine may not render the correct results. I will list them for you again:
  
  
  Language        Self Service Link Consumer Chat                               Service Hotline                                      Hours
  English          https://www.asus.com/us/support/  Chat with us      **************                 ************** Monday - Friday, 6AM - 9PM PST                                                                                                                                            Saturday - Sunday, 6AM - 5PM PST
  
  
  This is taken directly from the Asus website: https://www.asus.com/us/support/ where you can find many ways of contact and help. 
  
  
  Thank you for your time and for choosing Asus!
  
  
  Sincerely,
  ******************
  *************************************************

• Initial Complaint

  Date:07/06/2022

  Type:Product 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 old all-in one pc died and I bought in February 2022 NUC11PABi7 ******* and monitor ASUS VG289Q1A from B and H store. Right from the beginning my monitor start flickering. I called ASUS and their representative just checked a few things and says that this problem with PC. I called ***** and their rep told me they dont have this model in stock so they will reimburse me. But I decided to do one more test and connect PC to my TV and is NO flickering NO any problem at all for one week. I called ASUS again and told them what happening. They told me that no refund and they can only fix the problem if I will send them monitor. I told them that I need to work and I need at list replacement during this time. They sad - no problem but you have to wait until we will have in stock refurbished one. I wait for one week - nothing. I called ASUS again, but they told me that nothing they can do nothing in stock and no refund. I told ASUS OK I will send monitor to your shop. Just shipping one way takes one week (I leave in ******** and shop in **********). I received back my monitor on June 8. On June 10 I realized that monitor not just still flickering but audio stopped working. I called again ASUS told them what is going on and I want just refund nothing else. The guy told me that he is taking my case to the next level of support and they will call me in the next ***** business hours. While I was driving, I received call Wednesday June 15 (it is more than 48 hours). The guy told me that he can only repair my monitor no refund. They will send me replacement in the meantime (if they have in stock). I told him that they dont have anything in stock I already wait before, but he says NO. I told him send me email with everything what we just discussed. He promise me that he will do it right the way.Today July 6, 2022. I didnt get any email from ASUS and I still have this s***** monitor.ASUS support case #: N2203018047

  Business Response

  Date: 07/07/2022

  Hello,
  
  Thank you for the chance to reply to this submission. We sincerely apologize for the issues this customer has had with his monitor being repaired. We will be more than happy to assist this customer with getting this monitor replaced as it does seem as though that would be the best route at this time. We have determined the best route would be to do a mail in/mail out type situation so there is no CC hold involved and we can use expedited shipping to speed up the process. 
  
  
  Once this offer has been accepted we will start the *** process and get your shipping label out to you as quickly as possible.
  
  
  Best Wishes
  ******************
  **************************************************

  Customer Answer

  Date: 07/08/2022

  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,
  
  Shiko Kroytor

  Customer Answer

  Date: 07/19/2022

  From: Shiko Kroytor [mailto:*****************]
  Sent: Monday, July 18, 2022 9:17 AM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  Hello!

   

  On July 8 I accepted an offer by ****************** from ASUS to replace my monitor, but until today, July 18, nobody contacted me from ASUS to proceed further.
  

   

  Regards,

  Shiko Kroytor

   

  Business Response

  Date: 07/20/2022

  Hello,
  
  Thank you for the chance to reply to this submission. We are truly sorry for the oversight in sending the *** to the customer to get the replacement process started. The *** has been created (***#: USDAN70590). I will also have the replacement process started within 24 hours so the customer will see the 2 emails designed with the *** on one and the ***** shipping label coming in a different one. 
  
  
  We apologize for the delay and are happy to have this process started for the customer!
  
  
  
  
  Sincerely
  ******* V
  **************************************************

  Customer Answer

  Date: 07/21/2022

  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,
  
  Shiko Kroytor

• Initial Complaint

  Date:07/02/2022

  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 had a defective computer monitor that was within warranty sent in to ASUS for a warranty repair in December 2021. It was sent back to me in January 2022. I assumed that they had fixed the defect. Couple weeks ago in June 2022, I found out that the same defect still exists. I found out months later because as I stated to ASUS during the initial repair that the defect goes away when press on the bezel of the monitor, and it would randomly pop out. I contacted them through online chat support and email support and ASUS first claimed that this monitor is out of warranty. I argued that ASUS did not fix the issue and sent the monitor back to me without doing any repair during the warranty period. In the 10 communications that I had done with ASUS, they talk in circles insist on a $85 diagnostic fee plus additional repair cost that should not have happened if they had done their job. I can't be wasting my time without any authority over them to talk in circles. I am here implore the help from the BBB to help me with this issue. I'd like to ask ASUS to take their responsibility to their consumers to replace this monitor since the defective symptom does not always show.p.s. I had sent in photos during the initial repair(RMA#USDAMC0018), and for this time(ASUS Support Service#N2112000964-0010), sent them a ******* video for this latest I recorded showing how pressing on the bezel makes the artifact disappear: https://www.youtube.com/watch?v=1p-f8STaaqE

  Business Response

  Date: 07/06/2022

  Hello,
  
  Thank you for the opportunity to address this submission. We have reached out to this customer on a higher level several times to try and rectify this issue with his monitor. The last interaction asked the customer to please confirm the monitor defect by using monitor test pattern here https://www.eizo.be/monitor-test/  as the pink area showing seems like it is belonging to the Windows color settings. 
  
  
  We also asked that the customer please reach out to our technical support team here: Chat with Us . This will allow us to gather more details on the description of the issue you are experiencing directly, especially on more complex and targeted situations. We are more than willing to assist this customer, but we will need to troubleshoot this issue, we are unable to just send a replacement at this time as the customer is requesting. If this device does need to be sent in for repair/replacement, we would address the need for warranty coverage/cost at the time.  
  
  
  
  Regards
  ******************
  **************************************************

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17514343
  
  I am rejecting this response because:
  
  

  I don't know how ASUS is constantly skipping facts. The last communication I had with ASUS was ASUS asking me for my address for *** for what I thought ASUS finally came to reason, but only realizing that the guy send a copy-and-paste response after I sent my mailing information that asked AGAIN for me to pay for a diagnostic fee + additional repair charge. 

  The only "rectification" that I received from ASUS was asking me to pay for the diagnostic fee. That's not a rectification, stop skipping facts in our communication emails. Proof of email attached (5 days before this BBB complaint was filed. So I assume ASUS must've seen it before responding.). See attachment for the so called "rectification". When you skip facts like that you are outright lying. 

  Then again you have the audacity to claim it is a Windows color settings issue. This video: https://youtu.be/1p-f8STaaqE was uploaded when I first spoke with ASUS customer support about the *** NOT fixing the issue when it should have. I uploaded a new video: https://youtu.be/IwLhBv3I6ZM showing more clearly on while running the monitor test pattern, pressing on the bezel does TEMPORARILY remediates the defect. In what universe is this a Windows color setting issue? 

  As for the "need to troubleshoot this issue", I've already sent this monitor in for an ***, how did that *** not fixing this or how did ASUS NOT being able to troubleshoot this defect when ASUS had this monitor and still asks me to pay a $85 diagnostic fee?

  I own multiple ASUS products with a wide range of categories including the two adjacent monitors in the second video. The length I had to go through, with the looped emails constantly asking me to pay, is already not worth my time on this matter and on any future ASUS products that I had planned. 

  At this point, I don't even trust that a repair by the careless repair center would even able to spot or fix this issue since the first *** did not do anything other than wasting my time. Therefore, a replacement is the only acceptable solution for me.

   

  Business Response

  Date: 07/18/2022

  Hello
  
  Thank you for the chance to reply to this rejection.
  
  
  It is true that we did offer you a new RMA. This is because you do not want to perform the troubleshooting and hit the chat department for further troubleshooting as we have requested. When we cannot troubleshoot an issue then we must have it RMA'd to troubleshoot it in the repair facility. 
  
  
  The last RMA #USDAMC0018 did result in a replaced screen. So this is the same issue with a brand new screen. The videos sent in previously do not go with this submission. I also noted that you received this replacement back on or about January 2022, but this issue was not reported until now even though you report that it came back to you unrepaired. Your warranty expired in May 2022, so due to this and the fact that this went unreported until now we would have to enact the $35 RMA diagnostics fee as previously stated.  
  
  
  We suggest that you follow the initial troubleshooting steps that were sent and follow those, as it does seem there could be a problem other than what you feel you are facing, considering there was a new screen replaced on your previous RMA. Please also reach out to the chat department as previously recommended for further troubleshooting as they can provide much more detailed troubleshooting via chat. 
  
  
  
  
  Sincerely,
  ******************
  **************************************************

  Customer Answer

  Date: 07/26/2022

  
  Complaint: 17514343
  
  I am rejecting this response because:
  
  
  
  If you read my previous response carefully, you would've read that I've performed the troubleshooting thing that was said in the email by going to that website and run the procedure. The video and photos I took had that monitor testing tool in the background if you had seen the video carefully. The defect was clearly shown. And don't even ask me again to contact the online chat support or email support, the only reason you are reading this is beacuse they can't handle this situation other than sending me copy and paste emails asking me to pay for the $85 diagnostics fee. 
  
  
  
  I didn't know what the last *** did since no one told me anything about it. I won't go as far as to blame your lack of technical knowledge on how computer hardware works, but with my technical background and degree in computers I can tell you that the problem is with the driver hardware rather than the screen. And the fact that I can press and pinch on the monitor to make the defect temporarily go away means it is a hardware defect rather than software. You can ask anyone with an engineering title to confirm that. The fact that I'm consistently being told that it might be a Windows color settings really ****** me off. Especially since it came from the supposed ASUS technical support. 
  
  
  
  And you mention the time difference yet again. As I previous stated numerous times, and I can't believe I have to repeat this one more time. This defect was here the first time I sent it in for *** when it was still within warranty. It's the exact same defect. I know because I've been using it. It's not about how warranty period passed. It's about how the *** did not fix the problem. It's not your everyday defect like dead pixels, I get it. But after stating it so many times I feel like nobody cares within the ASUS company about customer satisfaction after selling a product.
  
  
  
  Yet, somehow the diagnostics fee went from $85 to $35. I was told in the previous emails, repeatedly, that the diagnostic fee is $85. And you are saying it's $35 now. Regardless, let me assure you, it's not about the money. I bought 3 of these monitors at well above $600 a piece along with multiple high-end ASUS motherboards that costs thousands of dollars because I never had any issues with ASUS's hardware. And the one time I had problem with it, this is what I get. You would rather lose a customer than take the responsibility to even admit the problem that the repair center didn't do its job properly. 
  
  
  
  I won't be needing anything from you since this is just a complete waste of time. And it goes to show how ASUS doesn't care about customer ********************** and warranty at all. If the same specs of the monitor from ******* didn't cost only half of what my monitor is, I would've gone for small claims court just for an admission of incompetance of the repair center.
  
  
  And here is what was supposed to happen for customer satisfaction, if you, *******, or your boss even cares.
  
  
  "We understand your situation and we would like to take the unit back to our repair center for a full diagnostic based on your description. We will try to reproduce the defect to see if the first *** really fixed the problem or not. If it is confirmed that the first *** that had replaced the screen did not fix the problem, we will fix it for free and ship it back to you. I'm sorry you had to experience something like this."
  
  
  How much does it cost you personally? Absolutely nothing. Just logistics, that's all. And how much it is going to cost ASUS as a company since that didn't happen? Thousands of dollars from me personally, and thousands more from anyone ask me for hardware advice. 
  
  
  Good Luck,
  
  **** ***

• Initial Complaint

  Date:06/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ASUS Chromebook from Best Buy as an open box excellent. When I registered the laptop it said the warranty would only be good through November 2021 vs 1 full year. I sent the *** of ASUS an email, they stated the warranty is only good for 90 days now vs before i emailed them. Best Buy via email informed me that they should have honored the warranty for one full year, Best Buy is honoring it through geek squad, it's shameful that ASUS refuses to honor the warranty on a device that was used maybe once and returned.

  Business Response

  Date: 07/06/2022

  Hello,
  
  Thank you for the opportunity to address this submission.
  
  
  We are sorry to hear there was some confusion when this device was purchased regarding the warranty. Our website and resellers are very clear on the matter that Open Box (refurbished) devices receive a 90-day warranty and not the one year that comes with a brand new purchase. This information can be viewed here via our website at:
  
  
  https://www.asus.com/us/support/article/694/ 
  
  
  
  We are happy to hear that Best Buy is honoring their warranty terms in-house with the customer so they may have a good, reliable, and working device. 
  
  
  
  
  Best Wishes
  ******************
  **************************************************

  Customer Answer

  Date: 07/07/2022

  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,
  
  ***************************