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:11/16/2024

  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 purchased three items from Asus, which only one arrived. I was asked by Asus to do a charge back as they had no proof of delivery, just a tracking number. They did submit insurance, proof of delivery of any kinds and took my money out of my account. They repeatedly do this to customers. I want my money back

  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 did not receive the second part of your order. I certainly understand how aggravating that can be.
  
  
  I am showing that the order was separated in to two different packages. Both are showing scanned and delivered by ***** to have been delivered on September 13 at 6:56 PM. With that being said, if you are certain that the second package was misdelivered and cannot be located anymore, the only option we would have if you were to open a chargeback with your bank. From there we will disable any warranty associated with the product and work closely with the bank.
  
  Please take note of your case number for your future reference: N2409025024-0015.
  
  
  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:11/16/2024

  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.

  Sent in my ASUS device for repair through RMA back on 9-27-24. They refused to fix the device even though its under warranty till 11/25. They sent it back, I opened a case with them during this time period to let them know I wont be accepting this package and Im requesting a new product as my product is under warranty. Now during this time my package is not deliverable for the first 2 days it goes out for delivery. On the third day it is mysteriously delivered to another location where it is supposedly signed for. I received nothing and I begin my dispute with both ASUS and *****. ***** says they cant recover the package or provide me with the signature they supposedly have for the package. So now I wait even longer for ASUS to file with ***** as thats what ***** says needs to take place. ***** denies the claim to ASUS saying it was delivered and signed for, again they cannot show me the signature so this is just fake as can be, trying to cover their s**** **** ASUS emails me and basically says Im out of luck and youll never receive your device back. I do not accept that answer and I request ASUS and/or ***** pay compensation for a new device or send a new device.

  Business Response

  Date: 11/18/2024

  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 experience that you have had with your order. That is not the type of excellence that we strive for.
  
  
  I do see in the notes from our technicians that our facility did replace the adapter for your device. I do apologize that your device was not delivered back to you. I do see the notes from ***** do show that it was signed for like you had mentioned. However, I do not see an actual signature on the delivery details. I do also see that our support team has put in the request about getting this disputed with *****. I would be more than happy to continue to monitor the progression and provide any update as they do come through. I do know it can take up to 14 days for everything to be worked out with *****. Please feel free to email directly and I will be happy to assist in anyway that I can.
  
  Please take note of your case number for your future reference: N2409039795-0009. 
  
  
  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: 11/18/2024

   
  Complaint: 22565079
  
  I am rejecting this response because:

  You all already did the dispute with ***** and we waited 16 days 2 days past the 14 day period just to hear that ***** wont be doing anything. At this point I would just request a new charger be sent out, maybe not through ***** this time. Thanks  

  
  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 the confusion on my part. I was under the impression that the entire device was missing, not just the adapter. I have put in the request with our facility to have the adapter sent out to you. I have also put in the request to have the shipping expedited as well. The standard turnaround time is 7-10 business days, not including holidays or weekends. However, I am hoping that it is able to be sent out quicker than that.
  
  Please take note of your case number for your future reference: N2409039795-0011. 
  
  
  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: 11/25/2024

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

• Initial Complaint

  Date:11/13/2024

  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.

  On 11/10/24 my Asus RTX *************************************** the fan mechanism causing overheating. The ** was purchased in December of 2022. I called the ** Manufacturer who informed me that their direct warranty was only good for one year, but I was told that Asus had a three year warranty on their products.I filled out a support ticket and was informed by the system that my proof of purchase was not valid and the product was out of warranty. On 11/13/24 I contacted Asus phone support and after going back and forth I had to provide them with an invoice from the ** maker to show the ** was ordered in December 2022 and shipped in January 2023.Asus tech support refuses to accept this as a warranty claim, however their warranty says the period of the warranty is 36 months or three years.The product is in the warranty period no matter how much I try to explain this to Asus. The product was not tampered with nor was any third party or overclocking software used to pass the recommended product limitations and performance. They are arguing their warranty is only 12 months no matter how much back and I forth.

  Business Response

  Date: 11/14/2024

  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 are experiencing this issue with your graphic card. I certainly understand how aggravating that it can be.
  
  
  I do show that your device does only has a 12-month warranty. The warranty is also validated as **************************************************************** pre-built systems and not a stand alone unit.  This is the reason the warranty is not 36 months. Components purchased for pre-build or build purchases are not the same as stand alone components purchased directly from ASUS or an authorized reseller. You should be able to bring the complete pre-built system back to the reseller or builder for support and not remove components to seek separate warranty terms from vendors since the unit is pre-built by design.
  
  
  I do hope that this information is helpful.
  
  Please take note of your case number for your future reference: N2411014136-0007. 
  
  
  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:11/11/2024

  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.

  I purchased a laptop from ASUS on September 24th, but when it arrived, it wouldn't turn on. I contacted ASUS support, who provided a return label. I promptly packed the laptop in its original box and shipped it via *****. However, a week passed with no updates on the tracking, so I reached out to ASUS again. They responded, saying they couldnt assist because the package was shipped from a different town. I explained that the shipping location shouldnt matter and provided proof of the shipment's legitimacy. Since ASUS still hasnt resolved the issue, Im now contacting the Better Business Bureau to both make a complaint about the business.

  Business Response

  Date: 11/12/2024

  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 situation that you have endured. That is not the type of excellence that we strive for.
  
  
  I have reached out directly to our Sales team and team that works directly with ***** to see about getting more information as to they whereabouts of your device and package. They do typically get back to me within 1-2 business days. I assure you that once they do, I will be happy to share that information. 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: N2410002269-0009. 
  
  
  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,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:11/08/2024

  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 needed an RMA repair service for my motherboard At the time it was already installed in my computer so I called in to ask if I could just send in my entire system & give permission to work on it I was told it would be "no problem" verbatim When I received my unit back everything was trashed My CPU cooler was bent & the case was broken everywhere they severely mishandled my property I was then told I couldn't have sent in my entire *********** didn't touch it, they claim they just opened it & sent it back but how do you explain the tape that was used to keep the broken parts together? & How does a CPU cooler get bent just by transit?None of it made logical sense they just didn't want to help me

  Business Response

  Date: 11/08/2024

  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 experience that you have described. That is not the type of excellence that we strive for.
  
  
  I do see that you have been in contact with ****** from our Corporate Customer ********************** team regarding this situation. I have reached out to her to let her know that you have contacted through avenue. She would be the one best suited to continue to work with you to get this resolved. I do show that she had previously requested your invoice. If possible, please reply back to her with that. 
  
  Please take note of your case number for your future reference: N2304000865-0303. 
  
  
  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:11/06/2024

  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 started a *** repair for my recently purchased gaming monitor the monitor failed and died on me and stopped powering on i sent my monitor back to asus they told me they would replace my monitor but never sent me my replacement instead they said they never received the monitor but i have confirmation that they did indeed receive it please send me my replacement monitor asap its going on a months time please help Me. Attached are my documents!!

  Business Response

  Date: 11/07/2024

  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 delay regarding your replacement order. I certainly understand how aggravating that can be.
  
  
  I do see that you have been in contact with ****** in our *********************** team. She would be the one most suited to help assist and get this resolved for you going forward. I do apologize for the inconvenience that this situation has caused you.
  
  Please take note of your case number for your future reference: N2410031769-0044. 
  
  
  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: 11/07/2024

   
  Complaint: 22523393
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

   

   

  i will not be satisfied until my replacement monitor is shipped out so i can continue my work

  Business Response

  Date: 11/08/2024

  Hello ****** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do understand where you are coming from. I really do. I do see that you have been in contact with ****** regarding the repair order on your device. At this time, you would need to continue to work with her to get this issue resolved.
  
  Please take note of your case number for your future reference: N2410031769-0047. 
  
  
  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: 01/06/2025

  Sent in all required documents still have not received my replacement monitor yet please send me my monitor please this is a real headache and very frustrating ****** asked me for my tracking number which i provided her but they have not sent me my monitor i used a prepaid shipping label that was sent to me via email from asus please give me a resolution immediately.

  Business Response

  Date: 01/07/2025

  Hello ****** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I am sorry to hear of the inconvenience that this situation has caused you. I do see that ****** has asked for the original invoice from your purchase to look into the possibility of additional options. At this time, you would need to continue to work directly with her, as she would be the one best suited to assist going forward.
  
  Please take note of your case number for your future reference: N2410031769-0078. 
  
  
  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: 01/07/2025

   
  Complaint: 22523393
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  she originally told me my ***** claim was approved and i would receive my replacement monitor please send it its been 3 months i have been without my monitor i don't want to file a lawsuit i have the proof in email she told ne it would be replaced after the ***** claim was approved already. 

• Initial Complaint

  Date:10/29/2024

  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 am filing this complaint due to ongoing issues with ASUS regarding the repair of a device ****** NUC) purchased with a pre-installed RAM and SSD. Despite the device being sent for repair with all internal components intact, ASUS has returned it multiple times in an unusable state, with key components missing. This ongoing delay and lack of clear resolution have impacted my operations and resulted in additional ******************************** RMA Submission (September 13, 2024):Device Serial Number: ************ Device sent to ********************** for hardware repair due to persistent boot errors and freezing issues. The device was shipped with the original RAM and SSD installed.ASUS assigned RMA Number: USKMS90087.Return of Device Without Components (Following RMA):Upon return, the device was missing the installed RAM and SSD, rendering it non-functional. This is the third RMA for this device, and ********************** did not provide any resolution for the missing components.Escalation to ASUSs Office of the CEO (October 1 - October 23, 2024):ASUS acknowledged the error and committed to locating and reintegrating the missing components, with updates every 48 hours. Despite multiple communications, ASUS has failed to return a fully functional unit.ASUS issued additional RMAs without clarifying how the device was being tested without its internal components. No concrete timeline was provided for returning a fully operable device.Request for Replacement Components:Due to delays exceeding one month, I requested comparable replacement parts for the missing RAM and SSD. ASUS has yet to respond to this request, nor have they provided alternative solutions to mitigate the downtime.led with repeated updates that yielded no progress, have left me with an unusable device.Resolution Sought:Provide comparable replacement components immediately.

  Business Response

  Date: 10/30/2024

  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 that you have been going through this situation for as long as you have. I can only imagine how aggravating this has been for you.
  
  
  I do know you have mentioned the 1-2 business day turnaround time for responses from other departments. I am sorry to say that I have reached out directly to our facility to see if we have other components that we can offer if your original are not able to be found. With that, we would have to wait the 1-2 business days to have that department do their research and reach back out to us. I assure you that as soon as I do receive feedback from them, I would be more than happy to share it with you. Please feel free to respond to the email address below.
  
  Please take note of your case number for your future reference: N2409042664-0012. 
  
  
  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,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:10/28/2024

  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 Zenbook S16 from Asuss official store. The laptop arrived and over the course of 1.5 months endless issues have shown themselves. Asus sent a technician out who was unable to resolve the issues (even replaced the motherboard) and could not determine what is causing them. I have had many issues with Windows, MAYBE its Windows. What does it matter if its Windows or Asus? You cant even identify what is causing the issue, much less repair it. This is a brand new laptop, $2,000. I have spent 50+ hours on the phone and on emails and in person now, trying to fix what came straight out of the box and what they admit to be a defective device. However, because it is past the 7 day ***** they refuse to offer full refunds. They only offer repair. Except, as I just stated they cannot repair or even identify what is causing the issue! So what do I do here I ask? They have no solutions and said to contact them each time the problems arise. Asus should not be allowed to sell this computer. They should be required to buy them back if it has issues they cannot repair. I bought the top of the line model, Ryzen 9 HX ai, 32gb, 2TB.

  Business Response

  Date: 10/28/2024

  Hello ******** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope you had a wonderful weekend. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have endured with your device. I certainly understand how aggravating that can be. That is not the type of excellence that we strive for. I am here to help.
  
  
  I do see that you have stated you have had many issues with Windows, If you don't mind, could you please go into details as to what these issues are? Are you only having issues with Windows?
  
  
  Also, if you could please provide the serial number of your device, I'd be more than happy to look into what options we do have available on our side. With that being said, refunds would only be granted during the allotted return window.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2410034793-0001. 
  
  
  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: 10/28/2024

   
  Complaint: 22480958
  
  I am rejecting this response because:

  My S/N is: S6N0KD000976257

  No, I do not believe it is a Windows issue, that was the the response from the Asus technician who replaced the motherboard yesterday, that it might be Windows. After the motherboard didnt repair the issues, he said he will order a new camera and facial recognition hardware to replace next. 
  

  I am not tech savvy, but here are the issues:

  -Facial recognition regularly fails. It is better since the replacement of the motherboard yesterday, but even with the technician sitting here it failed multiple times after. This feature should work 100% of the time, not 70% etc.. the computer is brand new

  -Extreme lagging and freezing. I have videos of the lagging and freezing, including task manager freezing and requiring a forced shutdown by holding power button. I do the most basic of tasks on this computer, internet browsing mostly. It should not be freezing like this. The specs regularly skyrocket from genuinely the most basic of tasks.

  -Overheating, this computer runs at 80 degrees Celsius + on a regular basis while performing the most basic tasks. I have purchased a massive fan to sit the laptop on when at home. The technician said hopefully the motherboard will repair this, we will see, as I do not know how much those are related. 

  -Login issues, I go to login and it says I do not have an existing PIN. I have to login into ********* and go through the process it recommends, only to be told again it does not work. Again, I am not tech savvy enough to explain this but I have pictures of the errors and the technician arrived here yesterday while I was locked out (code: 0x80284001) of the computer due to this. Usually I have to reset the entire computer forced reboot which often leads to a blank screen freeze situation. Regardless the acts take 30 min + each time. This is an issue when I have a zoom meeting and have missed multiple scheduled meetings because of this.
  

  -Zoom meetings will randomly fail, I will be in the middle of a meeting and the camera and microphone shutoff 1.5hrs in for no reason (hands off the laptop) and wont turn back on. I havent been able to do a zoom meeting in 2 weeks due to this. Though, admittedly I havent tried since receiving the new motherboard yesterday.

  I dont need a refund, I just want a working computer. This is way too nice of a laptop to be having these kinds of issues straight out of the box. Personally, even if it was a store credit that I could replace the Zenbook for a different model that has been through the beta testing periods etc.. Id be happy. I do the most basic of tasks and have had endless and near daily issues, 90% of the time I turn it on.
  

  I could go on a long rant about the initial process of receiving this computer (arrived in damaged opened box, told by Asus I must reject the box or accept a voided warranty, I had to wait 1 month to receive the new one, even though the money was already taken from my account). My biggest issue is just the embarrassingly slow basic tasks, I cant use Zoom? The internet freezes while Im working and/or with people? I have the Ryzen 9HX 32GB. This should not be happening.
  

  These issues were not present enough in the first 7 days of usage, as I was mostly transferring over and setting up the new computer in this time. As it became clear, I quickly spoke with Asus customer ********************** by phone, by email, and by social media. With essentially no helpful responses until last week when they sent a technician out. 

  I appreciate your time and know this is not your fault, but I am extremely frustrated with the entirety of this situation. Well see what happens when they order and replace the facial recognition parts. Who knows when this will be, but that still does not address the lagging and freezing (I dont believe). All Im looking for is a computer thats able to handle my extremely limited computer usage. 
  

  Thank you for your time.

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

  Business Response

  Date: 10/31/2024

  Hello ******** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. 
  
  
  Thank you for providing that additional information. I do appreciate it. I do look forward to receiving more updates after you had some more time to test the new motherboard. I do agree that your device should be able to run these programs with no issues. 
  
  
  When you were speaking with our customer ********************** by phone and email, did they by chance provide any reference or case numbers that I would be able to review? I certainly want to do all I can to help get this resolved for you as quickly as possible.
  
  Please take note of your case number for your future reference: N2410038778-0001. 
  
  
  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: 11/05/2024

   
  Complaint: 22480958
  
  I am rejecting this response because:

   

  I do not have numbers, multiple times they said they would call me back and did not. I can show you the many different calls and time on the phone spent with them, but I do not have Asus reference numbers.

  the laptop is still having issues. Ive sent the repair tech the videos, who forwarded them to Asus (Im guessing hes a contracted **** who told him, and Im quoting, Hello, I sent your video to Asus this afternoon. Asus is aware of the problem. Now Asus has sent a new main board and it will arrive on Thursday-Friday. I will come to you with the main board and the haskdisk with Windows. 
  

  so now hes coming to replace the motherboard again. As if two brand new motherboards were bad.
  

  How many times will I have to go through this before Asus accepts they sent me a defective laptop? I would like either an Asus credit or a refund and I will agree to not spread negative comments about my experiences and move on from this issue. You sent me a brand new laptop that has had nothing but problems straight out of the box. I have not made it even 5 days without a major crash. Ill authorize any kind of tech to jump on it and view, I have not done anything to it. I surf the web and use zoom and ******* and a couple basic games. Thats the extent I use it. I am not tech savvy and do not abuse this laptop in any manner. 
  

  This is my first experience with Asus and it came from a friends recommendation. He feels terrible now, and I have lost many hours and a lot of work hours due to this. This is an Asus error not a user error. Please refund or issue credit and Ill return this computer and move on. 
  

  Best regards,

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

• Initial Complaint

  Date:10/24/2024

  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.

  My asus computer went dead, no power. This entire process started on Jun 7th 2024. I sent my computer in for repair, they said they repaired the motherboard. Still issues.Send in my computer a second time, 2nd RMA, came back with the same issues.I sent my computer in a 3rd time and was given the option of a refurbished computer. I was guaranteed the computer would be in working condition. It came with a defective screen, eventually went dead.I was given the option after MANY HOURS ON THE PHONE with people who can't help me, they escalate my case every time and I have to wait up to 2 days for a generic email that gives me no help. I have spent HOURS trying to figure this out. I was FINALLY escalated to their corporate team after 3 ****. I was given the option of a buy back or a new in box computer. I liked the hardware so I decided to sent my computer in a 4th time and get a new in box unit. I sent it in and they received it OCTOBER 14th. YES I AM STILL WORKING THIS ISSUE OVER 4 MONTHS LATER. I HAVE BEEN WITHOUT A WORKING COMPUTER FOR 4 MONTHS. It is now OCTOBER 24th and I have NO INFORMATION on where my new computer is in this process. I have received nothing and NO ONE can tell me where the process is. I am CONSTANTLY getting told this will be escalated and NO ONE will take ownership of the situation. This is borderline criminal at this point. I am paying for a laptop that I NOW DONT HAVE, not to mention one that HASN'T worked for over 4 months!!My support number has actually reached over 30 updates now.ASUS Service No=N2406008798-0030 I'm at my wits end and about to file a lawsuit for damages, time, and lawyer fees. I don't know what else to do.

  Business Response

  Date: 10/25/2024

  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 experience that you have endured. That is not the type of excellence that we strive for. I am here to help.
  
  
  I do see that the replacement order is underway. With that being said, we would like to offer a new in box upgraded model. The specs of it can be viewed at *****************************************************************************************************************************************************. If that would be an acceptable replacement offer, I would be more than happy to let our facility know so that they can work to get that sent out to you as quickly as possible. 
  
  Please take note of your case number for your future reference: N2406008798-0031. 
  
  
  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: 10/25/2024

   
  Complaint: 22471387
  
  I am rejecting this response because:
  
  

  Hello **** and thank you for the kind words and quick response. You're right, I do expect more from ASUS and have been a customer for quite some time. If you look on my My ASUS account you will see I have a desktop gaming computer powered by ROG RTX and love it. 

  With that being said the upgraded computer you have offered is actually a little far from model of computer I purchased. I purchased the Zephyrus line because of the portability, sound system, OLED display, and visual appearance. I used the ZEPHYRUS line of computer for mobile business. It has a better camera and sound coupled with the better battery life and portability I need for work on the go, and some gaming off the clock. Movies are also better on the Zephyrus line because of the integrated subwoofer. I have at this point completely decked out my setup with a white theme and the computer I had in the ZEPHYRUS (white) line was the final piece to that puzzle. 

  I have looked into the specs of the ***** laptop you have offered and found a similar computer in the ZEPHYRUS line of computers. 

  This is the link to the ***** computer you offered. *****************************************************************************************************************************************************

  This is the link to the complimentary computer in the ZEPHYRUS line.  ***********************************************************************************

  If an upgrade was going to happen I'd appreciate staying in the same line of computers for the reasons above. 

  I thank you for working through this with me.

   

  Business Response

  Date: 10/28/2024

  Hello ** ******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope you had a wonderful weekend.
  
  
  I greatly appreciate your feedback. I have let our facility know of your request so that they can check to see if we do have that model available. They do typically get back to us within 1-2 business days. I do hope that is a model that we readily have available and can offer as a replacement.
  
  
  I do thank you for your patience as we work to get this resolved for you.
  
  Please take note of your case number for your future reference: N2406008798-0032. 
  
  
  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: 10/28/2024

   
  Complaint: 22471387
  

  Thank you for the information, I look forward to your response.

  
  I am rejecting this response because: Not completed yet.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/13/2024

  Hello ** ******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I sincerely apologize for the delay. We were looking to see if we might have any other replacement options come in. I am sorry to say that we have not and can offer a buyback on your device. 
  
  
  If accepted, please allow 4 to 6 weeks for payment. You will receive an email from ***************************** to accept payment through ***** or ACH Direct Deposit. Registration with ***************************** is required to accept payment. If no action is taken after 7 days, a physical check will be mailed to your address on file. Registration with ************** is required to accept payment.
  
  
  
  
  
  Upon receipt of the email, please click on Register & Accept Payment to proceed. This will take you through a Sign Up process for ** ****** - Concourse registration. Please know that this is only a member profile to accept payment that has been sent on ASUS behalf and does not create a bank account with *****. Once registration is complete, you will be able to view the payment details that will provide you with two options to proceed: (1) Zelle payment; or (2) Transfer to Bank Account (of your choosing). If no action is taken after 7 days, a physical check will be mailed to the address on file.
  
  Please take note of your case number for your future reference: N2406008798-0040. 
  
  
  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: 11/14/2024

  Better Business Bureau:
  

   

  After HOURS, maybe DAYS of time put into this. I get my money back. this is definitely SATISFACTORY at best. TERRIBLE company and customer **********************.

  
  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:10/21/2024

  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.

  I purchased a an ASUS notebook from Bestbuy in the ****** ** on July 17th for my son to use in College for his Engineering degree. Two weeks into the Semester the laptop stopped working and was brought into the ********** Best Buy for repair as my son goes to school at ****************** and this was the closest location. At the time my son left the laptop for a warranty repair which was 9/24/24. he was informed it would be a two week turn around time. As my son was not getting any updates from Best Buy or Asus with both companies advising to call the other company I then contacted both offices. I recieved much the same treatment. I was advised on 15th by a Best Buy employee the laptop would be coming to the store between 2-3:00 the next day. My son went to location and after waiting for hours found the laptop was never sent and we were advised again to contact ASUS. ASUS will not give any information on the status of this fix and as we have asked for a supservisor and for this issue to be escalated we have not recieved any response back. They have either hung up after leaving us on hold for 50+ minutes or have just plain hung up the line. We are at a loss for what to do next and really just need to have our son have a working laptop. He is occuring fees for the loaner computer from his college and is missing vital notes and missing out on opportunities as the loaner does not have the software he needs either.

  Business Response

  Date: 10/22/2024

  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 of the runaround that you had received in regards to the repair status of your sons device. I certainly understand how aggravating that can be. That is not the type of excellence that we strive for. I am here to help.
  
  
  I would be more than happy to look in to the status of the repair. However, in order to do so, I would need either the serial number to your son's device, or the repair order number that was created.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2410027157-0001. 
  
  
  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: 10/24/2024

   
  Complaint: 22454700
  
  I am rejecting this response because: the company has now shipped the laptop to ******** and not to the Holyoke MA Bestbuy under tracking number ************ with Fed Ex. This needs attention from ASUS to correct per Fed Ex
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/25/2024

  Hello ***** *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. 
  
  
  It is possible that your device may have been sent with the incorrect batch. However, it is possible that those were sent to that location first, then sent to the correct Best Buy. I don't suppose your local Best Buy has provided any context on that from their side of things?
  
  
  Please take note of your case number for your future reference: N2410027157-0004. 
  
  
  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,
  **** *.
  **************************************************************************