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:12/19/2024

  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.

  profound disappointment/frustration w/ ZenbookDuo-UX582HS(1/21/22) for my business-**** Crafts. relentless source of problems since day 1severely impacting business operations. Immediately encountered issues w/graphic playback+video stuttering. Despite reporting problems, ASUS response was unhelpful+dismissive. The suggested system reset only provided a temporary solution, issues reemerging shortly after as it worsened+began experiencing frequent bluescreens, necessitating startup repairs, safemode startups, command prompt interventions. These efforts proved futile, culminating in the need for a hard system restore.Currently, its locked in a black BIOS pw loop, rendering it completely unusable. ASUS only solution has been to demand $80 for a diagnosis, with no guarantee of resolution. unacceptable given the persisten/severe nature of the problems. ASUS, the actual manufacturer of the laptop, offers only a paltry 1yr warranty, which is insufficient given the number of public complaints about their products. In contrast, their reseller B&H provided a 2yr warranty, hence why I initially sought their help. *****, the manufacturer of the chips-offers a 3yr warranty. This ***** contrast underscores the inadequacy of ASUS support/commitment to their customers. I sought assistance from ***** support+Geek Squad, both unhelpful while Geek Squad even indicated such issues are typically sent back to ASUS-suggesting theyre well aware of the defects in their products As a business owner, I depend on reliable equipment to meet critical deadlines. This has been a significant impediment, leading to missed deadlines+lost business opportunities, especially crucial during the holiday season. lack of accountability+poor customer ********************** are deeply troubling. I urge other potential buyers to exercise caution when considering ASUS products. A quick search online reveals numerous complaints about ASUS laptops, particularly concerning BIOS updates, graphic playback+inadequate support.

  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 of the issues that you have experienced with your device. I certainly understand how aggravating that can be. This is not the type of excellence that we strive for. I am happy to help.
  
  
  I do show that your device's warranty did expire in January of 2023. With that being said, if you did want to have your device sent in to our facility for an out of warranty repair, I would be more than happy to have the $85 diagnostic fee that you were quoted waived as a courtesy. If you do have your device sent in, the standard turnaround time is 7-10 business days, excluding holidays or weekends, once received at our facility. Once received, our technicians would diagnose your device and then send you a quote for the cost of repair.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2410030581-0005. 
  
  
  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,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:12/18/2024

  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.

  I am writing to express serious concern regarding the mishandling of a recent ***** delivery. I had a high-value package, valued at $4,083.08 (ordered on 12/12/2024), scheduled for delivery (on 12/17/2024) that required my signature. However, while I was at work, the delivery driver (******) forged my signature and assumedly left the package unattended at my doorstep.When I arrived home, the package was no longer there. This incident has left me extremely frustrated as the driver not only failed to ensure the packages security but also violated proper delivery protocols by forging my signature instead of attempting a redelivery.I have opened a case with ***** (C-173712630) and ASUS (N2412016377), and hope that this matter can be addressed with urgency. I trust that your oversight will help resolve this situation promptly and ensure that corrective actions are taken to prevent such issues in the future.

  Business Response

  Date: 12/18/2024

  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 device was delivered when you were not home. I certainly understand how aggravating that can be. 
  
  
  A ***** claim would be the correct next step in getting this issue resolved. However, as the device was shipped directly from us, we may need to be the ones to have it submitted. We have reached out to see if the one you had submitted can be transferred over. I do hope to have an update regarding that by the end of the week. I do know that ***** claims can take up to 14 days to fully be completed.
  
  Please take note of your case number for your future reference: N2412016377-0003. 
  
  
  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: 12/18/2024

   
  Complaint: 22704576
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 12/19/2024

  ASUS BBB POC emailed me and stated that because I do not have video evidence of my signature being forged, my claim is being rejected. I emailed them back and told them that Im willing to provide a copy of my signature to compare against the signature that the FedEx driver forged. I also notified the ASUS representative that I am willing to sue ASUS and ***** in small claims court if necessary. 

  Business Response

  Date: 12/20/2024

  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 the terrible inconvenience that this situation has caused you. However, as the claim itself was denied with *****, we would have to recommend that you continue working with them as they were the ones that are stating that it was delivered. 
  
  Please take note of your case number for your future reference: N2412016377-0006.
  
  
  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:12/12/2024

  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 Rog Zephyrus G16 from Best Buy and it came with a problem. The touchpad and mouse gets frozen and I cant use it until I click ctrl+alt+del.I already contacted Asus two times and they havent been able to solve my problem. The only option they gave me was to send my computer to them but for this I need to pay

  Business Response

  Date: 12/12/2024

  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 been experiencing with your device. I certainly understand how aggravating that can be. I am happy to help.
  
  
  I do see where our support team has created an order to have your device be sent to our repair facility. I did go ahead and create a prepaid shipping label that should have been sent to your email. As long as there is no physical damage to the device, there should be no charges as the device is showing to be within the warranty period.
  
  
  Once your device has been received at our repair facility, our technicians will begin diagnosing and working on your device. The standard turnaround time is 7-10 business days, not including holidays or weekends.
  
  Please take note of your case number for your future reference: N2412003983-0006. 
  
  
  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:12/11/2024

  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.

  Bought a motherboard from asus on Feb 25th 2024 was having issues with the board so I sent it out November 1st for repair spent 70 dollars on shipping it out and it came back with bent and broken pins and my chip doesnt fit correctly and now they refuse to do anything called 10 times emailed 6 and contacted chat support 7 times. This has greatly hindered my business production. I have pictures but it says they are too big to send.

  Business Response

  Date: 12/12/2024

  Hello ****** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you received your device damaged after leaving our repair facility. I certainly understand how aggravating that can be. I am here to help.
  
  
  I would be more than happy to have another order set up to have your device sent in to our repair facility so that this situation can be corrected. If you could please verify your full shipping address and the serial number to your device, I can get the order set up and provide a prepaid shipping label. 
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2411006491-0019. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22675057
  
  I am rejecting this response because: I have already sent this out once and paid the 80 for the first time I have contacted chat and called support line many of times. I have gotten nowhere all of this has put my business behind significantly because of this. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/13/2024

  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 any inconvenience that this situation has caused. However, in order for us to be able to correct this issue, your device would need to be sent back in to our repair facility so that it can be diagnosed by our technicians. I would be more than happy to provide a prepaid shipping label as well.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2411006491-0022. 
  
  
  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,
  **** *.
  ASUS CEO Department

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22675057
  
  I am rejecting this response because I have submitted my motherboard to a local business and i been told its unfixable due to the bent pins I would be more then happy to send you pictures of this. This inconvenience has severely hindered my business production.

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

• Initial Complaint

  Date:12/10/2024

  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.

  I was having issues with my ** and I sent the pc in for repair under warranty. The ** arrived back early which is fine but I was supposed to sign for it and it was just left at my front door. However the packaging was damaged and did not appear to be packed the way I was instructed in order to send it to them. My ** now has visible damage on the side of it and a piece of plastic was stuck loose in the case. I am very disatisfied. I went to contact their support team and saw was not able to. I am very upset and this is not right. The price listed below is how much I paid at the time for my **. The repair was under warranty.

  Business Response

  Date: 12/10/2024

  Hello ***** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that is how you received your device back from our facility. I certainly understand how aggravating this situation can be. I am here to help.
  
  
  Thank you for providing those photos. It is very much appreciated. I have forwarded this information over to our back office team so that they can work with ***** to see about getting this corrected. They typically get back to me within 1-2 business days. Please feel free to send an email to the email address provided below. I'll be happy to share any update or answer any questions as they come through.
  
  
  Please take note of your case number for your future reference: N2411012354-0005. 
  
  
  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: 12/11/2024

   
  Complaint: 22664832
  
  I am rejecting this response because: I have already previously spent my own money to package my ** and get it shipped back for a warranty repair, I am now being instructed to reship it back the exact same way as last time for an additional repair. I have been without this ** for around 2 weeks now and after just receiving it back (which I am not even sure was repaired as with the damage present I did not want to risk turning it on) It now has physical damage which appears to have happened as the box was to light of a material for the *** I am asking that I get a replacement ** sent to me the exact model and I will then ship their ** back in the original box (the one I purchased a few months ago) That way it ensures the ** I get is sent in the best condition possible. To further explain the original box these **s are sold in are very secure, box is durable and their is custom foam for the *** When sending in for repair, I was specifically told NOT to use the original box as I would not get it back. What I am proposing will get my product fully repaired/replaced, Which will further ensure this issue does not keep persisting. I am not asking for an upgrade, I am not asking for money I just want the product I paid for too work. To reiterate this plan ensures I get a working product, and it ensures to me the safe delivery of my product back to me. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/13/2024

  Hello ***** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I completely understand where you are coming from and sincerely apologize for any inconvenience that this situation has caused you. I do see that a claim with ***** has been submitted. With that being said, if you do not wish to have your device repaired under the terms of the warranty, I would be more than happy to modify the order for an advanced replacement option. This is where we would send you a recertified replacement first, then you would send us back your device once you have received the replacement. However, this method does require a credit card for the **** of the device until we receive your current device back. Once it is received back, the credit card hold would be released back to you.
  
  Please take note of your case number for your future reference: N2411012354-0010. 
  
  
  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: 12/13/2024

  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. Please let me know how we can start this process as I would be willing to do that. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/04/2024

  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.

  Made order for laptop, payment via credit card went through. About 3 days later, they just cancelled the order for no reason.When I inquire, they keep saying they are "escalating" the issue, but no one has got back to me with an answer.All I am asking is I receive the laptop I paid for.

  Business Response

  Date: 12/05/2024

  Hello ***** *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that your order was cancelled. I certainly understand how aggravating that can be. I am happy to help.
  
  
  I do apologize for the inconvenience that this situation has caused. I have reached out to our contacts in our **************** to see about getting more information as to why your order was cancelled in the first place. They typically do get back to me within 1-2 business days. However, I am hoping that they are able to provide more information quicker than that. Please feel free to respond or send a message to the email address below.
  
  Please take note of your case number for your future reference: N2412000458-0009. 
  
  
  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: 12/05/2024

   
  Complaint: 22640155
  
  I am rejecting this response because:

  I have waited over a week, they keep saying they will get back to me in 1-2 business days, but no update or action is taken.

  All I ask for is to please send me the laptop I paid for.  I request to overnight ship it to me as it should have already been received days ago.

   

  Thank you,

   

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

  Business Response

  Date: 12/10/2024

  Hello ***** *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize that our Sales team did not provide a reason as to why the order would not go through. I have asked them if a discount code could be provide as the price has seemingly increased since the last time you have attempted to make the purchase. I have also requested to see if overnight shipping could be provided once the order is able to be placed. I assure you as soon as I do hear back from our Sales team, I will happily 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: N2412000458-0021.
  
  
  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:11/24/2024

  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.

  Computer I bought doesnt play sound out of the speakers and tons of ppl have this issue online they wont fix it for me unless I pay them to.

  Business Response

  Date: 11/25/2024

  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 are experiencing these issues regarding the sound and your speakers. I certainly understand how aggravating that can be.
  
  
  Some basic troubleshooting can be found at ****************************************************************************************************************************************. If these steps are not helpful, I'd be more than happy to see what other options we may have available. In order to do so, I would need the serial number to your device. It can usually be found on the bottom of the device, or on the original box.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2411030029-0001.
  
  
  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:11/21/2024

  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.

  This issue has been occurring since July 2024. I purchased this laptop back in January 2024. Immediately upon using it, I noticed that the *** on the display began to glitch, showing some dark corners on it. I first sent it to ASUS complaining about it. They did not find anything the first time around and sent it back, supposedly fixed. I began using it again and noticed the same issue again and sent it back, only this time they actually replaced the ***, hoping to fix it. Well it did not do so so I had to send it AGAIN with no luck. This laptop still has warranty and I specifically told them I didnt want the **** back, they even requested a copy of the receipt which I di not have so I only provided a screenshot of the order number. Keep in mind they did say that they did not accept such format but when they reached out back to me, they did not say anything about that. Today it is November 21st, 2024 and I have already been notified that they will be sending the laptop back WITHOUT my authorization, when I specifically told them that I did NOT want that and that I either wanted the unit replaced entirely, or a credit for a new one. I have reached out to a supervisor now, and supposedly somebody else higher than her will be reaching out back to me within a few days regarding the matter. I am fed up and done with their support because they are so unprofessional and every time I request for them to communicate with methey dont Case #: N2407001417 I spoke with ****** M, Level 2 supervisor

  Business Response

  Date: 11/22/2024

  Hello ****** *********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that our technicians at the repair facility were not able to replicate the issue that you were experiencing, even after additional information was provided. I certainly understand how aggravating that can be.
  
  
  I do see where our technicians had replaced the *** in the previous order. On the most recent order, I do see that our technicians ran multiple tests, played multiple videos per hours and the screen does not show any dark corners on the screen.  
  
  
  I am sorry to say that if our technicians are not able to replicate the issue, we would not be able to replace the unit or provide a credit.
  
  Please take note of your case number for your future reference: N2407001417-0027. 
  
  
  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: 12/19/2024

   
  Complaint: 22590194
  
  I am rejecting this response because:

  You guys have not done your duel diligence of contacting me. Your *** named "**** D" has been going back and forth with the Warehouse stating that they need to confirm that the laptop was indeed sent to the wrong location, which has been going for a week now. ASUS customer ********************** is completely untrained, unaware, unprofessional, and unp***ared for all that I have been dealing with. You guys should not even exist as a company. I am DEMANDING this gets resolved ASAP. I need a working computer and you guys dont seem to care  about this or me. **** D, if you get this, you should step down from your position and fire all your useless team of supervisors who do not know how to do their job. I am attaching proof from ***** that says it was delivered to ************, address being **************************************. Ive already spoken with the business "ABComputers" located on noted address, more specifically with the owner by the name of ****** ********* as well (yes he has the same name as me) and has stated that he sent you guys the laptop back with tracking ID ************ from ****** He has done his part now do yours before BBB takes this even further. I am demanding compensation, monetary, for all the lost time and going back and forth with gory useless team of clueless people. This is a non-negotiable. You have been giving notice before, sadly, I decide to proceed legally in smalls claims courts. Given that the laptop was over $800, not to mention all the lost time, angry calls, useless "escalations" expedited requests for me to get absolutely NOWHERE, expect it to be well above $1000 ***** which is the minimum I believe where I can sue you for all this non-sense. This is the most respectful Ill ever be before I take things even further myself, legally so to speak.

   

   

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

  Business Response

  Date: 12/20/2024

  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 the inconvenience that this situation has caused you. I do see that our repair facility is expected to receive your device back sometime this afternoon. I have reached out to them directly and requested that they expedite having it shipped back to you at the correct address that we have on file.
  
  Please take note of your case number for your future reference: N2407001417-0064. 
  
  
  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: 12/23/2024

   
  Complaint: 22590194
  
  I am rejecting this response because:
  You have not provided me with a timeline nor any tracking information. You are beyond pathetic for doing all this after 2 months. I have already told you, either I receive additional MONETARY compensation, or I will not close this complaint. THIS IS THE LAST TIME  WILL SAY THIS

   

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

• Initial Complaint

  Date:11/17/2024

  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 bought an ASUS G713PV-WS94 gaming laptop about 5 months ago.After about 2 months it started freezing within Windows during normal use, then lagging/stuttering during gaming. I reported it to ASUS who ran their software and insisted everything was fine and I could continue using it. About a month later the ** was unusable and was overheating severely - over 75 degrees Celsius while running normal tasks in Windows and over 95 degrees Celsius while gaming. That's when I contacted them again, this time I was very upset, and they created an *** and asked me to send it in for repair. After sending it in, within a couple of days, they stated that nothing was wrong with my ** and that they would send it back. I refused and had them conduct further testing. Suddenly, they found that the *** was overheating severely. They tried to bill me, claiming that my device was outside of warranty. So, I contested and sent them my original receipt, they confirmed I was within warranty, but would not give me a full year. I had the warranty issue escalated. Then, after they decided to waive fees for the repair, during a phone call, they stated that they couldn't find the issue so they just replaced the motherboard. They stated that they conducted thorough testing and that the device was no longer overheating and then sent it back to me. After receiving it, a couple of weeks later it had the same issues plus others. Regarding the warranty, ASUS recently agreed to honor the 1-year manufacturer's warranty. And, as of writing this, they stated that the device underwent repair and testing and that they would be sending it back soon. So, that's where I am, I'm guessing I will be in the same boat, and I assume that they are just ******** scamming consumers. And now I'm frustrated that I have to take another ****** when this ** comes back and hope it doesn't break again. This issue with ASUS has cost me a lot of time and money, other than frustration and stress.

  Business Response

  Date: 11/18/2024

  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 issue you have experienced with your device. I certainly understand how aggravating this has been.
  
  
  I do see that the warranty on your device has been updated in our system to show that it now set to expire on May 5, 2025. 
  
  
  I do also show that your device was marked as delivered yesterday Sunday November 17. The notes from our technicians state that they tried cleaning and reapplying liquid metal, but that didn't seem to help. Once that didn't work, I do see that they did replace the motherboard and it did pass the testing before being sent back to you. I do trust that you did receive your device and that it is working correctly for you.
  
  
  Please take note of your case number for your future reference: N2406029651-0033.
  
  
  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: 11/18/2024

   
  Complaint: 22568597
  
  I am rejecting this response because:

  Today I had to call ASUS support again because the device continues to overheat during normal operation, and it also lags during normal operation as well. I was told by an ASUS supervisor support member that they requested that I be sent a new device being that repairs keep failing. So, they instructed me to wait 1 to 2 business days for the approval. I told them that I would like a refund, but I was told that the refund is the last resort. I thought this is cruel, because it essentially forces consumers to deal with the problems and stress of a defective device until ********************** decides to issue a refund. I do not feel confident that a new device will fix my issue. ASUS has too many bad reviews and ******* videos about them for me to feel confident in them. Please help me get my refund so that I can move on.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/19/2024

  Hello ******** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I am sorry to hear that you are still experiencing the same issues. I certainly understand how aggravating that can be. We would be more than happy to set up another order to have a recertified replacement issued to you. If you'd like to go this route, I would please need you to verify your full shipping address and serial number of your device. 
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2406029651-0036. 
  
  
  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: 11/21/2024

   
  Complaint: 22568597
  
  I am rejecting this response because:

  I have had such a bad experience with ASUS that I no longer want/will to be an ASUS customer. I would like a refund. I am a full-time student, and it was very difficult to pay for the device to begin with, and the experience with this ASUS device has not made me feel confident that ASUS is a reliable and trustworthy brand when it comes to gaming PCs/Laptops. I feel like ASUS sending me another device is forcing me, against my will, to stay an ASUS customer and I don't approve of such practices. ASUS is a rich company; ASUS shouldn't have a problem giving its customers refunds for defective devices.
  
  Device Serial #: ***************
  My Address: *******************************************
  

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

• Initial Complaint

  Date:11/17/2024

  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.

  Ordered computer in September 26 of 2024 from Best Buy model #Q425MA-U71TB SKU:6568761 Less than one month later my computer would not turn on. I took the computer to Best Buy and the technicians could not fix it. It had to be shipped to **** per manufacturer warranty. The computer was taken in to Best Buy 10/21. 10/30 emailed received from ******** stating parts had been received and were awaiting media restore from the manufacturer. 11/1 received email stating repair should be completed in 1-2 business days. 11/5 received email from ******** stating parts are on backorder from the manufacturer with no ETA. 11/5 asked for clarification because previous email stated all parts received. 11/5 email back from Best Buy-Apologies for the delay getting back with you. Previous the *** was delivered and we was waiting on ASUS to provide the media to be able to restore the unit. Once it was received then another part (Motherboard) had to be ordered which is now on backorder. With the repair being covered under MFR warranty, we would have to wait for ASUS to provide us with the motherboard or to authorize an exchange. The motherboard was ordered today so hopefully it doesnt take long to arrive. 11/7 email from Best Buy Unfortunately, we do not have contact information to give out regarding part status but do have great news. All parts have been delivered as of today. The repair should be completed in the next ***** business hours barring any unforeseen issues after testing. I will continue to monitor and reach out with any updates course, and sorry for the inconvenience and delay getting back to you. 11/11 email from Best Buy The *** tracking number is 1Z2083X04269060694 which is expected to deliver to the address on file tomorrow. A signature for delivery will be required as well. If you have any questions, dont hesitate to reach out again. Email sent to Best Buy 11/16 stating same thing has happened to computer again.

  Business Response

  Date: 11/18/2024

  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 are experiencing this issue with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  Some basic troubleshooting can be found at *********************************************************. If by chance it doesn't, could you please go into a little more detail as to what it is exactly you are experiencing? Also, if you could please provide the serial number of your device, I would be more than happy to see what we can do to get this issue resolved.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2411020646-0001. 
  
  
  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: 11/18/2024

   
  Complaint: 22567851
  
  I am rejecting this response because:
  Ive included detailed information about what the issue is along with the serial number. 
  Sincerely,
  
  ****** **********

  Business Response

  Date: 11/19/2024

  Hello *********************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do apologize for any confusion. I am showing where the *** and model number were provided. The serial number would be separate. The serial number is typically on the bottom of the device or original device. Some tips on how to find it can be found at ************************************************************. We would need the serial number to see about getting your device properly repaired.
  
  Please take note of your case number for your future reference: N2411020646-0002.
  
  
  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: 11/21/2024

   
  Complaint: 22567851
  
  I am rejecting this response because:

  this is the same response without anything further. 
  
  Sincerely,
  
  ****** **********