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:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against ASUS due to their ongoing failure to resolve issues with my laptop after repeated service visits. ASUS replaced the screen on my laptop twice, but the replacement screens are defective. The current screen shows burn-in issues (images attached) and flickering, with the screen sometimes visually drawing at low refresh rates, making the laptop unusable. Flickering occurs under specific conditions, particularly with dark images. Video evidence:************************************************ ************************************************ ************************************************ Key Issues:1. Poor Replacement Screens:The original screen was damaged when ASUS's authorized service center, Wattana, dropped the laptop. ******* also disassembled the laptop without proper tools, as ASUS later ordered a special key for disassembly. The first replacement screen was DOA, and the second screen developed burn-in and flickering within 3 months.2. Alleged Soldering:ASUS now claims soldering was done on the laptop and refuses further repairs. However, ASUS and ******* have opened this laptop over a dozen times and never mentioned soldering before. This claim appears to be an excuse to avoid fixing the screen.3. Inadequate Testing:ASUS claims they could not reproduce the flickering, but I provided video proof, and the burn-in is visible at all times. This proves the screen is defective and unacceptable.Impact:ASUS has wasted my time and money with repeated trips, downtime, and out-of-pocket expenses.Resolution Requested:ASUS must replace my laptop with an equivalent 2025 model with 24GB VRAM, as their replacement screens have consistently failed.If ASUS does not resolve this within 1 week, I will launch another social media campaign. After my first campaign, major channels like ***** Tech Tips picked up the story, and this one will reach an even larger audience.

  Business Response

  Date: 01/24/2025

  Dear ***** *********,
  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.

   

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

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22842016
  
  I am rejecting this response because:
  

  Hi, I didn't get any email from you. There is only 5 day window here to respond so likely it will pass before you send anything if any because it has been 4 days since I got a message here saying I will be getting an email from you.

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

  Business Response

  Date: 01/30/2025

  Good Afternoon,
  I hope you are well today. I would like to apologize that you haven't heard from the Canadian Support Team. I have reached out once again to have someone reach out to you. I will check back with you in the next 2 days to make sure someone has.
  
  Thank you for your time and your patience in this matter.
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22842016
  
  I am rejecting this response because:

   

  Hi *****,

  I still didn't get any meaningful email from ASUS other than getting an email that says I will get an email. It's quite disappointing to be treated like this as a customer.

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

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ASUS Support Team,I am writing to formally express my frustration with ASUSs handling of my warranty repair and replacement process. Despite multiple repair attempts that failed to resolve the issue and caused physical damage to my laptop, your team has repeatedly offered me a refurbished replacement. This is unacceptable.A refurbished device does not provide the quality, reliability, or assurance that I expected when purchasing an ASUS product. Given my experience with your repair service, I cannot trust that a refurbished replacement will meet acceptable standards or be free from defects. Additionally, the burden of shipping my laptop again, only to receive a used device with no guarantee of quality, is an insult to me as a paying *********** resolve this issue, I demand the following:1. A brand-new replacement laptop of equal or greater value to my original device.2. Alternatively, a full website credit to purchase a reliable replacement of 850 dollars I have been patient, but this situation has gone on far too long, and I feel undervalued as a customer. If ********************** continues to ignore my concerns and insists on offering a refurbished device, I will escalate this matter further by filing complaints in court and seek legal action to recover my losses.I expect a resolution to this issue within seven (7) business days. Please be aware that my demands for a new replacement or credit are non-negotiable, as I have no intention of accepting a used, refurbished device after this ordeal.I look forward to your immediate response and a resolution that reflects ASUSs commitment to quality and customer satisfaction.

  Business Response

  Date: 01/20/2025

  Hello ***** ***,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have experiened regarding your device. I certainly understand how aggravating that can be. I am happy to help.
  
  I do see where the request has been put in with our facility to see about allocating you a brand new replacement. I do also see that an order has been created to have your device sent back to our facility so that a replacement can then be sent out to you. You should have received a prepaid shipping label to have your current device sent back to us.
  Please take note of your case number for your future reference: N2410024522-0054.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22832433
  
  I am rejecting this response because:

   Confirmation of email stating the choices for brand new replacement was even sent to my email. No significant action is taken.

  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 01/22/2025

  Hello ***** ***,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from. We do have a Zenbook 14 OLED available. The specifications of that model can be viewed at *********************************************************************************************************
  
  If this would be an acceptable replacement model, I would be more than happy to let our facility know. We do look forward to hearing back from you.Please take note of your case number for your future reference: N2410024522-0055.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22832433
  
  I am rejecting this response because:
  Subject: Final Demand New Replacement or Credit Only

  
  

  Dear ASUS Support Team,

  
  

  I have repeatedly made my position clear: I will not accept a used, refurbished, or open-box replacement under any circumstances. Yet, despite my clear requests, you continue offering a used replacement without addressing my concerns.

  
  

  I should not have to repeat myself. My laptop was sent in for repairs three times, returned unfixed, and physically damaged by your service center. Now, instead of offering a proper resolution, you expect me to accept an unknown used replacement, which may have undisclosed issues, defects, or prior repair history. This is not an acceptable resolution, and I refuse to take on the risk of another defective unit, which could waste even more of my time.

  
  

  Let me be absolutely clear one final time:

  
  

  1. I demand a brand-new replacement laptop of equal or greater value OR

  
  

  
  

  2. A full credit/refund so I can purchase a reliable replacement myself.

  
  

  
  

  
  

  If ASUS continues ignoring my request and insists on offering a used device, I will take further action. This includes filing formal complaints with the ************************ (***), and seeking legal action to recover my losses due to ASUSs failure to honor its warranty properly.

  
  

  This is my final request. I expect a satisfactory response within seven (7) business daysnot another repetition of the same inadequate offer. If ASUS fails to comply, I will escalate this matter without further notice.

  
  

  I expect immediate action and a resolution that reflects ASUSs responsibility to its customers.

  
  

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ive been dealing with asus support for over a month, being out of luck and their support telling me to wait over and over i decided to make a thread on reddit, was told to contact corporate and theyve been helpful so far, theyre refusing to provide me a replacement of the monitor that turned on fire (!!!!) because of an issue im having with best buy, i explained to them how i purchased this in store in cash so i cant give them the pdf receipt they want, and they went ahead and denied me

  Business Response

  Date: 01/17/2025

  Hello ****** ******* ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have endured. I certainly understand how aggravating that can be.
  
  After reviewing the account, I do see that you have been working with **** from our Corporate team. With that being said, he would be the highest level of support available. He would also be the one best suited to work to help get this resolved for you. I have reached out directly to him to let him know that you have reached out through the BBB. He will be contacting you shortly.Please take note of your case number for your future reference: N2501001177-0015.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Urgent Request for Assistance Regarding Defective ASUS PSU and Resulting Damages Dear , BBB I am writing to formally seek assistance regarding a serious issue I encountered with a product purchased from ASUS. On December 30, 2024, I bought an ASUS ********* Supply Unit (PSU) along with new RAM. Upon installation, the system malfunctioned shortly after powering up, leading to an explosion that caused significant damage to multiple ** components, including the PSU.The affected parts include the motherboard, GPU, RAM, CPU, and a 360 AIO cooler. As a result of this incident, the entire ** is now non-functional and essentially worthless. Fortunately, I was unharmed, though I did experience minor injuries from debris, and I am concerned about the potential fire hazard the explosion posed.I have escalated this issue with ASUS, and they have responded three times, providing me with a case number (N2501012824-0003). However, I am still seeking a satisfactory ************* I am covered under warranty, I am requesting the involvement of the Better Business Bureau (BBB) to assist in resolving this matter. Given the severity of the situation, which involved hazardous and dangerous malfunctioning of the **** I believe ASUS should be held responsible for the damages to my ** components. I have documentation for all the products that were damaged due to the defective PSU.While I am not seeking monetary compensation, I would like ASUS to honor their responsibility by either providing store credit or replacing the damaged parts. The total value of the ** build is approximately $2,508 USD.The serial number for the defective ********************** PSU is R7YEON000232RG3.I respectfully request your prompt attention to this matter and hope that the BBB can facilitate a fair resolution.Thank you for your time and assistance.Sincerely, ****** Feliu *****

  Business Response

  Date: 01/15/2025

  Hello ****** Feliu *****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you have had to go through this experience. I am happy to hear that you were not seriously injured.
  
  Were the other components that were damaged ASUS products as well? Did you happen to take any photos of the damage that occurred? We would certainly be able to work to get this corrected for you.Please take note of your case number for your future reference: N2501012824-0008.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22809208
  
  I am rejecting this response because:

  The business has failed to reach a resolution and continually states that a solution will be provided within 24 to 48 hours, which contradicts the terms of service and violates their stated policies. This appears to be a case of fraudulent behavior, specifically targeting U.S. consumers. I urge the Better Business Bureau to take this matter seriously. As a consumer, I am being misled, with false warranties and unfulfilled promises while my hard-earned money is being taken. I believe ASUS should be investigated for potential fraud and held accountable through fines. I expect a timely and satisfactory resolution to my case.
  
  Sincerely,
  
  ****** Feliu *****

  Business Response

  Date: 01/22/2025

  Hello ****** Feliu *****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  Thank you for providing that information. It is greatly appreciated. It has been forward over to our team that works directly with circumstances just like this. They typically get back to us within 1-2 business days once they have been able to review the photos and information that you have generously provided. I assure you, as soon as they do get back to us, we will be happy to let you know. We greatly appreciate your patience as we work to get this corrected for you.Please take note of your case number for your future reference: N2501012824-0012.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22809208
  
  I am rejecting this response because:
  
  Dear ASUS Customer ********************** and Legal Department,
  I am writing to express my dissatisfaction with my recent experience with ASUS products. After conducting a thorough review of the equipment, I have identified several discrepancies and alleged violations of the manufacturer's warranty and Terms of Service (***). Despite my efforts to resolve these issues amicably, I have not received a satisfactory response. As a result, I am compelled to formalize my complaint and seek a resolution.
  

  I am writing to express my dissatisfaction with my recent experience with ASUS products. After conducting a thorough review of the equipment, I have identified several discrepancies and alleged violations of the manufacturer's warranty and Terms of Service (***). Despite my efforts to resolve these issues amicably, I have not received a satisfactory response. As a result, I am compelled to formalize my complaint and seek a resolution.
  Specifically, I have:
  Documented extensive evidence of photos and detailed records of all serial numbers and component information, which significantly surpass the standard expectations (at least 5 times the usual amount).
  Experienced repeated delays and lack of responsiveness from supervisory personnel, which extended beyond the expected timeframe, causing inconvenience and financial burdens.
  Encountered numerous instances of backlogging and delayed fulfillment of customer orders, resulting in frustration and hardship for me and potentially others in similar situations.
  Lost substantial amounts of money due to the failure of ASUS to honor the warranty and ***, which led me to incur additional expenses to rectify the situation.
  Been subjected to multiple misrepresentations and false claims regarding the warranty and ASUS's commitment to customer satisfaction.
  Suffered emotional distress and mental health consequences due to the prolonged and unresolved nature of this ******** a US citizen and consumer, I assert my right to be treated fairly and with transparency. I demand that ASUS take immediate action to rectify this situation, provide fair compensation for the time, money, and emotional distress incurred, and ensure that their policies are revised to prevent such egregious breaches in the future.
  I am not alone in this experience; multiple fellow Reddit users have shared similar stories of ASUS's alleged disregard for the *** and warranty. I propose that we collectively explore the possibility of filing a joint lawsuit to seek redress for damages, emotional distress, and the wasted time and resources we have invested. A unified effort could lead to meaningful changes in ASUS's business practices and provide a better experience for customers.
  I will provide all the documentation, evidence, and relevant information to a lawyer, who will assist me in pursuing this matter further, if necessary. I am committed to advocating for my rights and the rights of my fellow customers.
  I expect a prompt response from ASUS, outlining the concrete actions they will take to resolve this situation, prevent future occurrences, and provide a fair compensation. Failure to respond or resolve this issue may necessitate further action.

  Specifically,
  ****** Feliu *****

• Initial Complaint

  Date:01/09/2025

  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.

  Had to RMA a GPU. Was told that they didn't have my current model in stock, so they sent me one with different heatsink but it was otherwise the same GPU. After 2 weeks, I received another faulty GPU with a different set of problems. I do not want to *** it again until I receive a working one. It's like flipping a coin.

  Business Response

  Date: 01/10/2025

  Hello Laveen Bernaba,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you are experience these issues with your replacement. I certainly understand how aggravating that can be.
  
  If you don't mind, could you please go in to detail as to what issues you are experiencing and if any troubleshooting has been attempted? I would also greatly appreciate it if you could please verify the serial number of the replacement that you did receive. Once we have that information, I would be more than happy to look into seeing what options we might have available.
  
  I do look forward to hearing back from you.Please take note of your case number for your future reference: N2412031804-0002.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/10/2025

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

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/20/2021, I paid ********** $1,619.99 for an ASUS ROG Strix G17 G713QM gaming laptop. What I received appeared to be a functional product until 11/5/2024, when I began encountering an apparently inescapable freezing issue whenever I booted up the laptop. Later that month, I ordered an additional $400~ worth of parts to troubleshoot the issue on my own as the laptop was now out of warranty. In the process of troubleshooting and searching for help online, I found dozens of discussions involving this issue across popular forums such as Reddit and ******** as well as in ASUS's own official forums at **********************************. When I contacted ASUS support, I detailed my troubleshooting attempts and pointed out how widespread this issue with ASUS laptops apparently is. After a month of correspondence with ASUS support's "escalation" department, and running multiple diagnostics programs at their be request, it was concluded that the freezing was a "hardware issue" and the laptop would need to be sent in for repairs. It was stated that repairs would require me to pay an $85 diagnostic fee in advance of sending it in, and the repair fees are undisclosed until after they have the laptop in their possession. I told them that, given the circumstances, this was unacceptable. The numerous user discussions and my own experience all point to this being an ASUS manufacturing problem. Despite the user discussions being present on their own official forums with tens of thousands of views (indicative of the number of people seeking help on the issue), the support representative denied that ASUS was aware of the problem. By claiming ignorance, ASUS is denying to take responsibility for their self-destructing laptops, and is instead unjustly placing the cost of repair on its customers with no guarantee that their issues will be resolved as a result.Similar recent issues and company responses are mentioned in the ASUS ********* page: ****************************************************************

  Business Response

  Date: 01/02/2025

  Hello ****** ******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you are experiencing these issues with your device. I certainly understand how aggravating that can be. I am happy to help.
  
  
  I do see where you had been in contact with our CEO Department and a 10% discount was offered for the cost of repair. We can also have the diagnostic fee waived as a courtesy as well. If you'd like to go this route, I would be more than happy to get the order set up for you.
  
  Please take note of your case number for your future reference: N2412019625-0009. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22749630
  
  I am rejecting this response because:

  1. A 10% discount on an undisclosed fee does not amount to anything.
  2. It does not acknowledge the issue of ASUS laptops freezing due poor manufacturing. This problem is unavoidable by the consumer and does not occur as a result of misuse or user damage. A company should not be allowed to claim ignorance to an apparent widespread issue with their product in order to avoid taking responsibility. That is misrepresentation of the problem and is unjust.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/03/2025

  Hello ****** ******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. 
  
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. However, as the device is outside of the manufacturer's warranty window, I am sorry to say that we would only be able to offer a discount as a courtesy once our technicians have been able to diagnose and provide a quote for the cost of repair.
  
  Please take note of your case number for your future reference: N2412019625-0010. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22749630
  
  I am rejecting this response because:
  
  Under the Uniform Commercial Code in the *************, even if the warranty has expired, a product is still subject to the implied warranty of merchantability, which requires that it be of reasonable quality and fit for its intended purpose. This includes products that are made defective due to manufacturing issues. Denying responsibility to repair or replace the product places the company in violation of this implied warranty.
  
  Additionally, this reasoning indicates that the company has breached the sales contract, which can be argued regardless of warranty status.
  
  Furthermore, the warranty status for defective products is not a factor in a product liability claim.
  
  I am aware of ASUSs history of seeking to avoid responsibility for issues created by its manufacturing and firmware [1], as well as its attempts to impose additional repair fees for issues unrelated to the reasons a device was sent in [2]. I seek to avoid both of these scenarios.
  
  Sincerely,
  
  ****** ******
  
  [1] ************************************************************************************************
  
  [2] *********************************************************************************************************************************************************************************************************

• Initial Complaint

  Date:12/31/2024

  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.

  Laptop ordered on December 24th.Laptop order was "cancelled" without explanation on December 26th. Hold still placed on credit card. Called online order support to ask why the order was cancelled - "we will refer to escalations, they should be able to tell you in 1-2 business days."Called back friday, no response. Called back Monday afternoon, and evening - no answer.Called back Tuesday - no answer. No communication via E-mail. No expedited shipping to make my order delivered "on-time" based on the original order date. No discount for the trouble. No explanation. In fact, the representatives were quite rude - all of them should be fired. In fact, I was told multiple times to NOT place a replacement order, as that would "just be cancelled for the same reason" - with no explanation of what the reason was.

  Business Response

  Date: 12/31/2024

  Hello ***** **********,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that your order had been cancelled. I can certainly understand how aggravating that can be. I am happy to help.
  
  
  I do see where you had been in contact with our Sales team regarding this. I have reached out to them directly to see if they might be able to provide an explanation as to why the order was cancelled. They typically do get back to me within 1-2 business days. I assure you as soon as they do, I will be happy to let you know.
  
  Please take note of your case number for your future reference: N2412031893-0012. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22751249
  
  I am rejecting this response because:
  this is the same response received last week with the same tracking number. 2 business days was Monday evening and no response has been received as of close of business Tuesday.

   

  Had the order been properly filled on Thursday my delivery would be this coming Friday (January 3rd). As of now (December 31st) it still hasnt been filled.

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

  Business Response

  Date: 01/02/2025

  Hello ***** **********,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I completely understand where you are coming from and sincerely apologize for this delay. I am sorry to say that the delay has been caused due to the holidays. I have reached out directly to them again. I assure you, as soon as I do hear back from them, I will gladly let you know. We greatly appreciate your patience as we work to get this resolved for you.
  
  Please take note of your case number for your future reference: N2412031893-0013.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22751249
  
  I am rejecting this response because:
  this is the same non-answer as before. 
  

  I still dont have my product. It still hasnt shipped. Its still not expedited. There has been literally zero progress in 9 days.   

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

  Customer Answer

  Date: 01/08/2025

  This has still not been resolved. 

   

  I still do not have my laptop. The business has not provided any actions or answers. My order from December 24th is still canceled. When calling customer **********************, no answers are provided. They outright refused to expedite any future order or provide any discount. 

  Business Response

  Date: 01/08/2025

  Hello ***** **********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I have heard back from our Sales team. They have informed that if you were to place a new order and provide us with the order number, we can work to have your order pushed through, as the original order shows it should have been approved.
  
  I do apologize for any inconvenience that this situation has caused you and do look forward to hearing back from you.
  Please take note of your case number for your future reference: N2412031893-0013.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS>
  
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22751249
  
  I am rejecting this response because:
  

  When I spoke with the sales team, they refused to expedite the order. 

  I really needed it by this past weekend as it needs to be up and running for Friday January 10th. 
  

  I still do not have the laptop in hand.
  this has now cost me considerable time and resources.  

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

  Business Response

  Date: 01/09/2025

  Hello ***** **********,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from and apologize for the inconvenince that this situation has caused you. However, until a new order has been placed and the order number provided, we would not be able to have the order completed and device sent out to you.Please take note of your case number for your future reference: N2412031893-0014.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22751249
  
  I am rejecting this response because:
  

  When I contacted the sales team to place a new order with expedited shipping, the sales team was rude, laughed at me, and refused to assist saying it was taken care of already.

  Please have someone reach out to me directly to arrange for the overnight shipping and delivery of the laptop at no additional cost. It has been approximately 3 weeks now. 
  

  Have you listened to the call recordings?

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

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a GPU, Graphics Processing Unit, made by Asus. The product was putchased from ******* on October 18, 2022. The card worked fine up until it's 2 year ***** It comes with a 3 year warranty so I contacted asus for a warranty repair on October 4th, 2024. The unit was sent back to Asus along with the issues typed online in a *** request to have it fixed. It was sent back to me without repairs. I then contacted ASUS again and created another RMA request and a supervisor emailed me that ASUS would replace my unit with a complimentary unit once I sent mine back in. It took quite a long time calling daily to finally get a shipping label provided to me by Asus. Both times I was told the package is insured so I had no worries. I dropped the package off at ***** on 12/4/2024. It shipped out and ended up being stolen sometime before or on 12/11/2024 in the ***** shipping yard in **********. I had to do all the leg work to get the details of what happened and provide it to Asus for them to file an insurance claim. They finally did on 12/16/2024. Since then I have called and called to get updates and I have been told there are no updates. Today 12/30/2024 I finally called ***** to find out they closed the insurance claim on 12/20/2024 and ***** emailed Asus letting them know they paid out the invoice amount of $115.00 that Asus sent them. The invoice was for "computer peripherals" and not for my stolen Asus 3070ti Tuff Gaming GPU. I also found out from the ***** claims department that Asus did NOT have insurance on the package. I was lied to about that also by Asus. I had to call Asus and give their "tier 2" customer ********************** this information. And for the 16th time they sent in an escalation to "upper management". To this day I still have not received one single phone call from anyone at Asus to discuss this. I just get the random email every week or two telling me it keeps getting escalated. The customer ********************** and lack of attention to this situation is truly awful.

  Business Response

  Date: 12/31/2024

  Hello ***** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have experienced regarding your device not making it to our facility. I certainly understand how aggravating that can be. I am here to help.
  
  
  I do see that our highest level of support is working on a resolution. According to their most recent notes, we should have an update by the end of the week. I sincerely apologize for this delay and greatly appreciate your patience as we do work to get this resolved for you.
  
  Please take note of your case number for your future reference: N2306031671-0039.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22748967
  
  I am rejecting this response because:

  According to your response someone in an escalated position is working to resolve this by the end of the week. That means it will be 24 days that this issue has been ongoing. 24 days and not one single phone call from anyone in a decision making position has called me to discuss this. Asus just expects me to sit here while I lose months off the existing manufacturers warranty on my GPU. I have several emails already stating this was escalated at least a half dozen times in the last week alone with not one person in management commenting/replying to anyone that had escalated this issue  I know this because your tier 2 customer ********************** team keeps telling me they are still waiting for a response every single time I call in to ask why this is taking so long to resolve  Ive already explained to you that Ive spoken to the claims adjuster at ****** He has already told me the claim was paid out for computer peripherals for $115.00 according to the invoice submitted to ***** by someone in management at Asus. And yet youve not responded with any answer as to why Asus submitted a fraudulent invoice on my behalf for a GPU unit that was purchased for $764.28 of which you at Asus have multiple copies of the original purchasing receipt  and ***** now has it since they asked me to give them a copy to fix this issue since you all at Asus seem to be dragging your feet with. I repeat your response is in no way satisfactory. You have failed to address any of the facts in the original complaint  

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

  Business Response

  Date: 01/02/2025

  Hello ***** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do apologize for the inconvenience that this situation has caused you. I have reached out directly to our claims team to see about getting that update to you as soon as possible. The standard turnaround time is 1-2 business days. However, I do hope that they are able to get back me to quicker than that. ***** pays out $115 if a device is not delivered to us once ***** has possession.
  
  Please take note of your case number for your future reference: N2306031671-0040. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22748967
  
  I am rejecting this response because:

   

  1. ***** is only offering to pay out $115.00 because ASUS sent ***** a false invoice showing the value of the item I sent was listed as computer peripherals valued at $115.00. I sent you a GPU valued at $761.24. I asked ***** and they said they would have paid out more money if you sent them the correct invoice. 

  2. ******** Tier 2 Customer ********************** *** at ******************** confirmed to me on 2 separate phone calls that Asus has full coverage insurance on all packages for their full value. She confirmed this after the package was mailed out and again after the package was stolen.

  3. It is quite clear to me the lies told to me by your staff are the EXACT reason I am in this situation  I would have NEVER sent an item this expensive to any company without making sure it had full insurance on the package  

  4. Please go back and listen to the recorded phone calls I have had with Asus  if your ***resentatives lie to me over the phone your company is liable for anything that happens as a result of that lie  I would NOT have ever sent this item back to ASUS under a warranty RMA without it being fully insured  you arent escaping this that easily 

  5. Please do me a favor and actually read what Ive already typed in the original complaint, and my first response back to Asus  its quite obvious to me, as it has been for the past 3 months communicating with everyone at ASUS, that no one actually reads or answers any form of communication thoroughly. For crying out loud I had to inform ASUS about the status of the ***** Claim 10 days after it closed for you all to do anything. And still not one single phone call has been returned to me after roughly 2 dozen escalations from customer ********************** to have anyone in management call me to make this resolution happen quicker. But Ill keep waiting another 2+ business days for you all to respond which means another week has passed with NOTHING being figured out  

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

  Customer Answer

  Date: 01/08/2025

  It wont allow me to submit pictures of the damaged *** that was sent to me yesterday 12/7/2025. So I sent them to an email I was given over the phone call to make sure they could be attached to this complaint. 
  

  I received this unit with extensive physical damage to the steel structural parts of the unit. It appears this is from extreme overclocking of the unit which forced the *** to produce massive amount of high heat. And in the pictures I sent you can clearly see the steel being warped and melted. Asus will not cover units with physical damage under their warrantys but they sent me this unit with extensive physical damage from either over heating or modification of the unit by the previous owner. Also this unit came with poor packing which is not what Asus requires when sending units back to them in the mail. This damaged unit I also received is still currently registered to the original owner as well. 

  Business Response

  Date: 01/09/2025

  Hello ***** *****,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I completely understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. If you could please verify the serial number of the replacement you did receive, I would be more than happy to set up another order to have a different replacement sent out to you. However, I would like to make it clear that when replacements are issued, the warranty on the original device is transferred over in our system to the replacement serial number. With that being said, I do apologize that we do not provide paperwork showing that the replacement has been fully tested before being sent out, as that is also something that only reflects in our systems.
  
  We also kindly ask that you please only respond directly through this particular channel to help prevent any possible delays.
  
  We do look forward to hearing back from you.Please take note of your case number for your future reference: N2306031671-0047.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22748967
  
  I am rejecting this response because:

  I rejected this simply to keep this case open as you have requested me to keep communication open via this channel. The serial number you requested is s/n: ***************

  To begin with you all have failed to address my many concerns during this entire process. I appreciate the apologies, but avoiding addressing all the issues either shows you are not taking my concerns to heart, or you are simply ignoring the actual issues at hand on purpose. I am not sure which is the reason. I would appreciate more attention to details going forward with our communications. 

  1. No one has addressed why several Tier 2 Customer ********************** **** that sent me the shipping labels lied to me and told me the labels carried full coverage insurance. I asked this because I would have put full coverage on myself to protect the item in question. 

  2. The gpu that was sent to me did not even come close to the packing instructions ASUS sends out to customers for *** returns. In fact this looks as though it was packaged from someone's home and sent out. There was no professionalism involved whatsoever in packing this item before it was sent out. It didn't even get placed in the standard white gpu box with the black cut out foam to protect it. It was just tossed in an open unsecured colored plastic sleeve and tossed in a large box that can hold 3 gpu's easily. And a simple thin bubble wrap was placed beneath and on top of the gpu with a small rolled up tube of bubble wrap at the top of the item. So it slid all over during the shipping process and was actually out of the plastic sleeve when I opened the box. 

  3. The most troubling aspect of this is Asus sent my a gpu with massive physical damage to it. Not just on one side, but on two sides of the unit. I have attached multiple files and sent pictures directly to BBB to send over to you as well to make sure these images are received by Asus. Now I have been told by **** during multiple conversations about returning my gpu on both the initial return and the second return, that Asus will not accept a gpu with physical damage on it under the warranty process. That I would have to actually pay to have anything repaired. During these calls, which were recorded by Asus, I asked about the replacement gpu's that are sent out. They told me they are free of physical damage and in proper working order. However the unit I received has extensive physical damage on the front facing part of the gpu. The steel vertical slots as well as the steel horizontal frame they connect to appear to have been melted or warped by extreme overclocking/overheating of the unit. For some reason this was ignored and the unit was sent to me with the physical damage as a replacement. I was also told on these calls that there were no 3070ti Tuff gaming GPU's available at the time to replace mine with so Asus would be sending me a new complimentary GPU but they were not sure which model they would send because it had to get upper management approval. I called on this and was also told the same thing over the phone after receiving the emial that stated this about the complimentary replacement. Again, none of this has been addressed by anyone. 

  I feel at this point I was sent this gpu with clear and obvious physical damage to it on purpose or out of spite. There is no explanation that I can think of that could explain this in another way. Especially since I have been told several times you don't have the model I had in stock and upper management needed to sign off on a different replacement. I do not mind accepting a refurbished unit. That isn't what this is about. I will NOT accept any unit that has physical damage to it. Just as Asus won't accept warranty claims from ***'s that have physical damage on them and especially since I was told I would have to pay the repairs for the physical damage if I damaged the unit myself before shipping it in. Please honor the word that was originally offered. I feel that is the least that can be done after everything that has happened during the last 3.5 months.

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

  Business Response

  Date: 01/10/2025

  Hello ***** *****,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from and do wish I could say you were given the information that you were provided. I have gone ahead and set up teh new order to get you a new replacement sent to you. You should have received two separate emails. One would have the packing instructions and disclaimers. The other would have the prepaid shipping label. Once received at our repair facility, the standard turnaround time is 7-10 business days, not including holidays or weekends. If by chance we do not have any of that same model available, then we would let you know of what models we do have available.Please take note of your case number for your future reference: N2501008586-0002.
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22748967
  
  I am rejecting this response because:

  Hello and Good Evening,

  I did receive both emails and I will be sending the damaged 3070ti Tuff Gaming gpu no later than monday. I chose to reject the response given as you requested for communication through this email chain to stay open until this process is complete. And the only way to do so is by continuing to reject responses otherwise it will close out the case, and this channel of communication. Thank you for your attention to this matter. 

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

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new gaming computer though a 3rd party company, after about 6 months I started to experience issues with gaming, the computer would freeze, artifacts and visual glitches appear, making the computer unusable for its intended purpose. So I contacted Asus Support. The device is under a 1 year warranty (still is) I was advised I would need to return the device to ******************** and that i would need to purchase an RMA/Shipping label. So, $180 later, I purchased it and sent the computer back for repair. A few days later, I was advised the techs were unable to reproduce the issue, so they cleaned the video card pins and replaced the thermal paste and sent the computer back. All worked fine for about a week when the issue represented itself, so again, I contacted Asus, their support had me do some things to try and resolve the issue, but ultimately failed when the ** wouldn't update to the latest BIOS. So the tech advised I had to send the computer back in for repair ******** this time I advised that I cannot afford another $180 for an rma/shipping label, the agent advised there was no cost as its still under warranty. So, why did I have to pay the 1st time?I sent the computer back in for repair, was advised they "tested it with a AAA game for 24hrs" and were unable to reproduce the issue. So they sent it back. Ok, fine.. Today I decided to get on and try some games, with an RTX 3050, shouldn't be an issue right? Low and behold, the same issue happens again, artifacts on the screen, the computer freezing until I manually restart it. I asked if it's possible to have the video card replaced and was advised that Asus does not replace parts. Which is false. So I have an Asus ROG ** that I can't even game on and have to send it back for a 3rd time, just for them not to be able to duplicate the issue. So we're going to spend the remaining six months of my warranty mailing my computer back and forth until it isn't covered anymore.

  Business Response

  Date: 12/30/2024

  Hello ***** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have experienced regarding your device and having it sent to our repair facility. I certainly understand how aggravating that can be. I am here to help.
  
  
  Thank you for providing that photo of the issue. I do appreciate it. I have forwarded it over to our Canadian team so that we can look over what options we do currently have available. They typically do get back to me within 1-2 business days. I assure you as soon as they do, I will be sure to let you know. I greatly appreciate your patience as we work to get this corrected for you.
  
  Please take note of your case number for your future reference: N2409021670-0013.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:12/20/2024

  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.

  On March 29, 2024, I purchased an ASUS Prime B760-PLUS motherboard from ****** for $99.99. The motherboard functioned properly for a month or two and then suddenly stopped working one day. I was past the return date, so I was forced to use ASUS's cumbersome *** process, and I paid over $20 to ship the motherboard to ********** as they instructed me to do.After shipping the motherboard, ASUS sent me photos of damage to the motherboard's chip socket that was not there before I shipped it. The motherboard would not function with the damage shown in their photos, and I had successfully used the motherboard for an extended period.They informed me that I must pay $47.48 to repair the board because the damage is non-warranty. They also strangely added that they no longer had the box I had shipped the item in, so they could not show me that it had been damaged, but I hadn't asked about that.Based on what I had read in the *** documentation, I had been expecting to simply receive a replacement motherboard. I'm not willing to spend any additional money to repair damage that wasn't caused by me, and ASUS needs to replace or repair. the defective motherboard.

  Business Response

  Date: 12/20/2024

  Hello *** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you received that quote for the cost of repair on your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  I have gone ahead and removed those charges and informed the facility. They will begin on getting your order completed. The standard turnaround time to have it completed is 7-10 business days, but due to holidays, there may be some delays. I do apologize for any inconvenience that this does cause you.
  
  Please take note of your case number for your future reference: N2410036220-0005. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 12/21/2024

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