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Business Profile

Wholesale Computers

ASUS Computer International

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Computers.

Important information

  • Customer Complaint:

    ASUS Computer International came to BBB’s attention in March 1999. A review of complaints was completed in July 2024.  

    Consumers are urged to review the following links for information on repairs and service.

    https://www.asus.com/us/site/asus-repair-services/

     

Complaints

Customer Complaints Summary

  • 527 total complaints in the last 3 years.
  • 145 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 manufacturer is refusing to pick up my device for repairs during the warranty. The first time the courrier never showed up. The website, pick up paperwork, and phone representatives give different packing instructions and all have been refused. I have called the US representatives as for ASUS as well as ****** and ************** as I am currently temporarily away. None have resolved this. All accounts, phone reps, and the business who sold me the device have confirmed that I am covered under warranty (purchased July 13 2022)and I am not being denied due to type of fault as they have yet to see the device. They refuse to go out the warranty by not picking it up

    Business Response

    Date: 06/30/2022

    Hello,


    Thank you for the opportunity to respond to this complaint. We are so sorry to hear there is an issue with the device purchased in ******. We are happy to uphold any warranty that is applicable to this device. We do see the warranty end date as 7/18/2022 on the account.

    Since the customer purchased the device in ******, but bought a warranty from the **, they would be responsible for the shipping from ****** and back as we would not offer that as a part of the warranty. Devices must be serviced in the region they are purchased under warranty in, even extended warranties carry this. For this case, the customer purchased a ** warranty. In similar situations the customer will ship the device to a trusted, known person at a physical *** address (that does not include a hotel/ motel unless we are given the consent from the hotel/motel) in the states and will RMA it from there. This would be the only way the warranty would still be able to cover the customers shipping. We are more than willing to work with every customer to get their items *********************** and will be happy to work with this customer just the same.


    You can view warranty information here: https://www.asus.com/support/images/upload/05922033-28b5-40a3-8ef2-314781c08f4d.pdf



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

    Customer Answer

    Date: 06/30/2022

     
    Complaint: 17498051

    I am rejecting this response for two reasons: 1) the laptop and I both originated in the **; I am currently studying in ****** you fundamentally misunderstood the ticket., and 2) this goes against all information I've had on the various websites, documents and phone calls. You say ship to ***, phone says I can pack it in any box and have DHL pick it up for the ** repair center, because I am in **************** (part of ****** but shares an island with Ireland), Website says wait for DPD to pick it up and pack it, and DHL told me they can only take it in the original box. 

     

    I have even more of a convoluted jumble of shipping information than I did before. This did nothing and I don't trust the response as it shows that you did not read / did not correctly read my request.



    Sincerely,

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

    Business Response

    Date: 07/06/2022

    Hello,

    Thank you for allowing us the chance to reply. I am sorry that the customer is having the issue being had outside the **. Although there was some miscommunication regarding where the unit was purchased, the fact still remains that the customer is outside the US and is needing warranty repair service inside the US. We cannot provide warrantied service outside the US for the customers device. The device can be shipped to a trusted source in the US, we can set up an RMA at that time, and we will be more than happy to accommodate the customer at that time with expedited shipping to try a defray some of the time lost in shipping. 


    Thank you for your time.


    Best Wishes
    ******************
    **************************************************

    Customer Answer

    Date: 07/07/2022

     
    Complaint: 17498051

    I am rejecting this response because:

     

    your correspondence misunderstood my request which I clarified in a previous email, and did not even mention the nonsensical emails they sent in the meantime that were in broken English. The text of their email is also ide to Al to their last response which o rejected for not addressing my claim.I have yet to have a coherent response.

    Sincerely,

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

ASUS Computer International is NOT a BBB Accredited Business.

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