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:10/18/2024

  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.

  We have ASUS as our warranty for our computer and they tried to fix it twice and took several months and kept sending it back and without the cord each time and they never fixed it at all. Same problem that it had which was you hit the button to turn on and it wouldnt. We finally got to the buy back after another month and we have tried twice to accept the payment they supposedly have in the email through ** ****** and we get all the way to the accept payment and every time I hit accept, it states error. I called them last Friday when it first happened and called Saturday and they emailed three days later and said they will resend for the link to accept payment and why finally did today, 10/18/24 & again it states error. Try again later over and over. They keep giving us a run around. Every time we call, they say they will have to contact another team and then they dont. I fear this company is a scam company. Worst customer ********************** and a run around ever. Twice weve received the link and nothing happen. Call and nobody will help us. They gave us another number to call and it was a scam number. They keep stalling so they dont have to give us our money and really fear its a scam/fraud warranty company. All need to beware.

  Business Response

  Date: 10/21/2024

  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 have been receiving those error messages in regards to your buyback process. I certainly understand how aggravating that can be.
  
  
  I do see that our back office team has been reached out to make sure that the physical check is issued to the address that you have provided and that does show on your account. I do see that they were reached out to on Friday, so we should be receiving an update from them either sometime today or tomorrow. I can assure you that once we do receive that confirmation from them, we will be more than happy to provide that to you. I sincerely apologize for any inconvenience that this situation has caused you, but we 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: N2409006858-0019. 
  
  
  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: 10/21/2024

   
  Complaint: 22443453
  
  I am rejecting this response because:

  It is the same email response I keep receiving. This time ASUS claims they will be sending a physical check to my email and I explained that is not possible via email. Until I receive a physical check and it is cashed and cleared, only then will I consider this issue resolved. Otherwise ASUS just keeps stringing me along like they have for the past 3 or 4 months.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 10/22/2024

  Hello **** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize for any confusion. The physical check would be mailed to your shipping address that we have on file. I do see that we are waiting to receive an *** from our back office team as to when it is expected to be delivered. Once we do have that, we will be more than happy to share that with you.
  
  Please take note of your case number for your future reference: N2409006858-0024. 
  
  
  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: 10/23/2024

   
  Complaint: 22443453
  
  I am rejecting this response because:

  I keep hearing the same response. It always has to go back to the team and keeps dragging me along as I have stated. It was supposed to have a physical check mailed as soon as the electronic payment was declined and that has already been 2 weeks ago. I will not be satisfied with the response until I have a check in hand. I know exactly what ASUS is doing, just hoping that I get fed up with all of these back and forth responses and give up. 

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

• Initial Complaint

  Date:10/12/2024

  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.

  My main concern is with the reivew process and customer **********************. I purchased a laptopfrom Asus with the model number UX6404VV For one, it was almostimpossible to leave a review. There was no review button on the product page (even though there were reviews there?) even when signed in, and this product (UX6404VV) DOES NOT EXIST as an option on their 90-day review website. Upon contact with support, they claimed they wouldenter a MANUAL REVIEW after I manually sent it to them but it has been more than a month with no response or update on the website.There should be a way to leave a review on their website, especially since they advertise them ******** terms of issues with the laptop, they are mostly strange quality issues. The screen on the laptop arrivedwith a slight yaw by about 2 degrees. This eventually caused the hinge to crack under the stress requiring a repair. Later in its life, the only USB port failed, no longer supplying powerand support has been unresponsive with any fixes.

  Business Response

  Date: 10/21/2024

  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 not able to submit a review on your model on our website. I certainly understand how aggravating that can be. I am here to help.
  
  
  After reviewing the account and previous emails with our CEO team, I do see the error that you are receiving regarding the serial number showing as invalid. With the screenshot that you had provided, I am showing an extra character being included in the serial number field. There should not be an M at the beginning of the serial number. I do hope that this information is helpful and does help allow you to be able to leave a review.
  
  Please take note of your case number for your future reference: N2408012075-0008. 
  
  
  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: 10/21/2024

   
  Complaint: 22416358
  
  I am rejecting this response because:

  The extra * is my bad, that was added when I tried to replicate my results for a screenshot, however even without the * there is still the same issue. Another screenshot is attached. I have been in contact with ***** * from ***-CEO_Feedback and the issue is still unresolved. We have so far tried two browsers and I have no pop up blockers installed. I am also logged in. 

  Sincerely,
  
  ****** ***

  Business Response

  Date: 10/22/2024

  Hello ****** ***,
  
  
  Thank you for contacting ASUS.
  
  
  Thank you for that information. I do appreciate it. I am sorry to hear that putting in the correct serial number did not resolve this issue. If you'd like to leave your review with me, I would be more than happy to have it forwarded over to our Marketing team.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2408012075-0009. 
  
  
  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:10/11/2024

  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.

  I contacted Asus about a problem with my Asus / Windows computer and they were less than helpful as you can see in the email which they sent me I would like an apology and either them to help me or refund my $199.99 + tax (I have the receipt) At the very least I would like other consumers to know that this company dors not care about clients after the ******* fact I could not reach them easily on the phone until I said new customer.

  Business Response

  Date: 10/11/2024

  Good Evening,
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I would like to apologize for the ongoing issues that you have been experiencing with your notebook and the ********* windows products.  I am also going by the following SN E5N0CX700470216 for a X551MA.  I am showing that your unit is over 5 years old and somethings the product are not always compatible with the older units.  

  Here is the Support page on ************************** for your model  ******************************************************************************
  
  Here is a Link for additional troubleshooting also *****************************************************************;
  

  Seeing that the link paste properly you should be able to copy and paste them in the browser address bar to pull them up.
  
  Thank you for your time and Patience with this process.
  ***** *******
  **************************************************************************

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22409469
  
  I am rejecting this response because: You stated that my computer (not a tablet which you should know by the serial number) is a few years old so some items may not work with it.Well I am pretty certain that a thumdrive should work with any age of device as long as it fits in the port so the issue is not the age of my mint condition computer without a scratch on it.Instead it is the fact that Windows wrote on my $30 retail thumb drive making it unusable on a non windows computer and neither Windows nor you at Asus are willing or able to help me resolve that issue so that I can reclaim my thumb drive so now that I know that I can not even use it on the windows Asus (your brand) computer that otherwise is fine I suggest that you replace my 128 gb thumb drive and then I don't need to spend hours on the phone just trying to reach out for help or going back and forth about ******* why don't you just write me a check for the $15.99 plus tax totaling $17.11 or send me a 128 gb thumb drive replacement and put this behind.Because after doing exactly what your techs said to do now the computer doesn't even recognize that the thumb drive is plugged into it rendering it useless and it was brand new.  VTY
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/15/2024

  Good Evening,
  I would like to apologize for stating in my previous email that you were experiencing issues with your notebook and the ********* windows products.  I am  going by the following SN E5N0CX700470216 for a X551MA.
  
  Looking at the website and the Manual I am showing that it is a Notebook PC.  As for the Thumb drive or USB flash drives are compatible with the older notebooks if they are formatted correctly and the connectors matches the computer ports. Please send in a copy of the receipt for the thumb drive,  The receipt will need to be in the form of the following: 
  
  To be acceptable, your invoice/receipt must have the following:
  - File types accepted: PDF, JPH, PNG, GIF
  - Retailer name and Logo
  - Date of purchase and purchase price
  - Serial and/or model number of an ASUS product
  - Online purchases: since online resellers do not provide a printed receipt, it may be
  necessary to login to the store website and download a copy of purchase receipt/invoice
  
  The following documents are not accepted as valid POP:
  -bank statements
  -screen shots
  -forwarded emails
  -copy/paste emails
  -TXT/RTF/DOC
  -format attachments
  
  Once receive we can check to see what options we have available regarding your thumb drive.
  
  
  Thank you
  ***** *.,
  **************************************************************************
  
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22409469
  
  I am rejecting this response because:I have already been clear and consuse with you about the issue and the response you have given is that you should replace the flash drive.However you mentioned that short of bringing you a physical receipt ?? that you will not accept all of the other forms of proof.When I purchased my thumb drive they (the 128 gb thumb drives) retailed at about $30 but I was reasonable and honest with you telling you that I only wanted what I had paid for mine seeing as how it was only rendered useless because I followed the exact advice of your technicians precisely and you admit that you should replace it, which you should have already done because I was read enough to offer you two options.1) send me a reimbursement for what I paid for it and 2) send me a comparable replacement. I should have already received one of those two options and the matter would have been resolved.YoubatcAsus should be embarrassed that I had to involve the BBB to get your attention and still responded with the wrong information already knowing my serial number you still thought that I had a tablet and further more you just responded with "sorry we see now that you have a computer" Then you ask me to provide information that you just admitted that you already have and said "send us a receipt for us to resolve this l" meaning that you know that is the correct thing to do but you mentioned all of the forms of receipts  ?? that you will not accept and that is simply ridiculous because you are basically saying that I need to fly a helicopter to you and hand you a receipt for an item that I purchased online and sent you proof of here and it even shows current cost to replace the exact item so kindly do the right thing and just send me the $17.09 and of course the $1.20 tax total of $18 29 post hast and let's have this matter behind us is my suggestion to you because I have been fair , honest and reasonable.However if you wish to continue to make a simple matter difficult then we can just have it known in the form of a formal complaint on the BBB website our exact communication and your ************ to be clear if you do what you know is right then it will show that you care about the customer after the initial sale and if not it will show the opposite and I know what I woud do because honestly you should be embarrassed that I even had to contact thevBBB just to get your attention.   VTY
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 10/21/2024

  On Sun, Oct 20, 2024, 2:31 AM ***** ******* <************************************************************************> wrote:

  Pat ,Hello it is **** ******* regarding case number ******** with Asus and I just learned how to do this and realized that the other PDF was a gift receipt which should be good enough for Asus.However just in case I like to dot the i's and cross the t's so this should really make sense and make it ******** to replace it they should go on amazon see that it currently costs $17.09 + tax which is  $18.29 which is very reasonable on my part Thank you for your help.  VTY

  Business Response

  Date: 10/21/2024

  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. 
  
  
  Thank you for providing that invoice. We really do appreciate it. It has been forwarded over to our back office team to be reviewed. They do typically get back to us within 1-2 business days. Once they do, we will be more than happy to provide that update to you.
  
  Please take note of your case number for your future reference: N2312040818-0016. 
  
  
  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: 10/23/2024

  Better Business Bureau:

  I accept that you are  willing to provide a refund as indicated in your recent email to me.   Would prefer that you send a check by mail directly to me. 

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

  Customer Answer

  Date: 10/23/2024

  EMAIL FROM BUSINESS SENT TO CONSUMER:

  
  On Tuesday, October 22, 2024, cl-BBB <**********************************************************************************************************************> wrote:
  > Dear **** *******,
  >
  > Good Afternoon,
  >
  > I hope you are well today.  I have received verification that we will proceed with the reimbursement of your Thumb drive for the amount of $18.29.  The following is the processing information that was 
  >
  > provided to me.
  >
  > Once the process has completed, you will receive an email from ** ****** - Concourse to accept payment through Zelle or ACH Direct Deposit.  Registration with ** ****** - Concourse is required to 
  >
  > accept payment. If no action is taken after 7 days, a physical check will be mailed to the address on file. Please allow 4-6 weeks for payment processing.
  >
  > Thank you for your time and patience during the time and the process.
  >
  > ***** *.,
  >
  > **************************************************************************************************************************
  >
  
  

• Initial Complaint

  Date:10/09/2024

  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.

  On 9/17/2024, I ordered ROG Cetra True Wireless SpeedNova SKU: 90YH03Y0-BTAA00, quantity of 1. On 9/23/2024, I received an opened and resealed ***** cardboard box 9x5x5 left at my front door. The box had been sealed with clear tape over an opened factory tape. After opening the packaging, there was 1 plastic bubble, 1 ***** packing paper, and 1 paper order list of products contained inside. The product previously mentioned had not been in the box on delivery. On 9/23/2024, I reported the item missing to ***** and was directed to their distribution center in ********, **. The distribution center was gated off to the public, and I was unable to enter. On 9/23/2024, I reached out to Asus by telephone during their business hours, at which point I was directed to email an email with customer **********************. I submitted images of the package when it was initially opened as well as the video of the delivery. Asus contacted me on 9/24/2024, requesting the video's and images in separate formatting. The images and videos were reformatted and sent as requested. On 9/27/2024, after 72 hours, I reached out to request an update and was met with a standard email stating to wait ***** business hours. Again on 10/4/2024, after 72 hours, I reached out to request an update and was met with a standard email stating to wait ***** business hours. On 10/6/2024, Asus reached out, informing me a response would be possible within the next week. On 10/8/2024, Asus reached out, informing me, "***** has completed its investigation and confirms no tampering or weight change issues were discovered during the packages transit to the delivery destination. We also had our warehouse team investigate, and it was confirmed that the wireless earphones were packed and shipped with no issues and the inventory count is correct." On 10/9/2024, I requested a refund due to the product not being received and was emailed the same day that "we will not be able to provide a refund.".

  Business Response

  Date: 10/10/2024

  Hello Caden Smith,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is John D., and it will be my pleasure to assist you today. I am sorry to hear that you did not receive the device that you had ordered. I certainly understand how aggravating this has been for you.
  
  
  I do see that our Sales team did work with FedEx to come up with the findings that they had shared with you. I don't suppose you happened to have something like a Ring doorbell that shows when your package was delivered or if anyone had tampered with it? We do have photos from our facility showing your device being packaged up and being ready to be sent out.
  
  Please take note of your case number for your future reference: N2409033031-0012. 
  
  
  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,
  John D.
  [email protected]

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22404161
  
  First off, I would like to thank you John for responding to my complaint. For the purposes of maintaining communication through an unbiased third-party I will be rejecting the initial response until the complaint is resolved. I do have a ring doorbell camera which had captured the initial delivery, and package pick up. On 9/23/2024, at 11:39am the ring doorbell captured the initial delivery of the package. On 9/23/2024, at 11:40am the ring doorbell captured the retrieval of the package from the front door. The ring doorbell did not capture any motion between the two previously stated time of 11:39am to 11:40am. Again, I would like to thank you for responding and would like to emphasize that I do not intend for the rejection to reflect poorly on the initial response.
  
  Sincerely,
  
  Caden Smith

  Business Response

  Date: 10/14/2024

  Good Evening,
  My name is Karen S., and I will be assisting you today as John is out of the office.  I apologize that you had issues with your Fed Ex delivery and that there were missing devices from that package. I have re-escalated your complaint to see if there was any additional information that we could find regarding this issue.  It can take up to 3 to 5 business days before I receive a response.  Once I do I will reach out to you with that update.
  
  
  Thank you for your time and Patience during this process.
  
  
  Karen S.,
  [email protected]

• Initial Complaint

  Date:10/09/2024

  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 writing to file a complaint against ASUS regarding their refusal to honor the 12-month warranty on a new laptop I purchased through ****** on January 9, 2024 (Order No. 113-0091217). I paid $1,187.75 for this laptop, which should be covered under ASUS's 12-month warranty for this type of product.The laptop I purchased has experienced defects, and I have reached out to ASUS for warranty service. However, ASUS has denied my warranty claim, stating that my laptop was purchased from an unauthorized reseller. This statement is incorrect, as ****** is an authorized seller. Additionally, there is no indication in ASUS's warranty documentation or on the ****** website that purchasing from unauthorized resellers voids the warranty or that vendors on ****** may be unauthorized resellers. Regular consumers have no way of knowing which specific sellers on the Amazon platform are deemed unauthorized by ASUS.The warranty should be based on the quality of the product, not the seller of the product. According to the ********-**** Warranty Act, a warrantor may not disclaim or limit a warranty unless the warranty is stated in a clear and conspicuous manner. Therefore, ASUS should honor their warranty terms and provide the necessary service for my laptop.I kindly request your assistance in resolving this issue and ensuring that ASUS honors their 12-month warranty obligations for my purchase.

  Business Response

  Date: 10/10/2024

  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 you are experiencing these issues with your device. I certainly understand how aggravating that can be.
  
  
  After reviewing the account, I do show that the device was purchased from an unauthorized reseller on ******. A full list of authorized resellers can be found on our website at ********************************************************. On our website at ************************************************************, there is a form to have an invoice verified to have a warranty updated if needed. On this link, it does state that devices must be purchased from an authorized reseller.
  
  
  I sincerely apologize for any inconvenience that his has caused you. When devices are purchased from unauthorized resellers, there is a limited 90 day warranty from the time of purchase.
  
  Please take note of your case number for your future reference: N2409035693-0008. 
  
  
  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: 10/10/2024

   
  Complaint: 22403192
  
  I am rejecting this response because:

  1) As shown in the attached file, the list of authorized sellers indicates that ****** is an authorized seller, and I purchased the laptop from ******. It does not specify that the laptop must be both purchased from and sold by *******
  
  2) The second link (************************************************************) directs you to a verification form where you enter your serial number, which can only be done after purchasing the product. This does not help in determining the warranty beforehand.
  
  3) There is no documentation in the ASUS warranty or on ******'s website stating that the warranty is void if purchased from ****** but not sold by ******. This lack of clarity makes it impossible for a consumer to know, which is deceptive and against the law.

  Based on this, I still request that ASUS honors their 12 month warranty as specified in their warranty terms for new laptops.
  
  ****** ***********

  Business Response

  Date: 10/14/2024

  Good Evening,
  My name is ***** *., and I will be assisting you today as **** is out of the office.  I would like to apologize for the warranty issues that you are having at this time.  I understand that you are unhappy with the 3rd party reseller thru ****** however only ****** is a authorized ASUS reseller.  ****** does work with other companies for them to sell product thru them but they are not authorized thru us.  
  Unfortunately your model number and serial number that we have listed for you on your cases don't match the model on your receipt you sent us.
  Can you please send in a picture of the back of your notebook that shows the Model and Serial number for verification purposes of the warranty.  

  
  Thank you for your time and patience while we research this for you.
  
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22403192
  
  I am not rejecting the response but providing the information requested to hopefully come to a satisfactory resolution

   

  1) Attached is copy of the invoice I provided to your customer ********************** agent. on 10/2/24  As you can see, there is no serial number on the invoice.

  2) Screenshot of back of computer showing serial number and model number 

  3) Screenshot of Asus 's website showing that product was registered 0n 01/13/24

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

  Business Response

  Date: 10/17/2024

  Thank you for this information.  I understand that you are not rejecting what was sent but I still wanted to clarify some things for you regarding the model you received and the one the reseller said you received. 
  1) Attached is copy of the invoice I provided to your customer ********************** agent. on 10/2/24  As you can see, there is no serial number on the invoice.
  
  There is no Serial Number but there is a Model : *************************** Newest ROG 2-in-1 Gaming Laptop, 13.4" WUXGA Touchscreen, *** Ryzen 9 6900HS - 
  there are quite a few on ASUS website for 2023 but what you received was a 2022
  
  2) Screenshot of back of computer showing serial number and model number 
  This is showing that you received a ROG Flow X13 (2022) GV301RE 
  
  3) Screenshot of Asus 's website showing that product was registered 0n 01/13/24
  
  You might want to reach out to the reseller that you purchased the unit from and ask why your unit is different from what is on the invoice.  

  Thank you,

  ***** *., **************************************************************************

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22403192
  
  I am rejecting this response because:

  Thank you for bringing to my attention the discrepancy between the year of manufacture of the laptop I purchased and the one I received. While I will address this issue directly with ******, it does not change the fact that I now have a defective Asus laptop, which should be covered under the 12-month warranty from the date of purchase in January 2024.

  
  I continue to request that Asus does the right thing and honors the standard 12-month warranty for this product.

  
  I appreciate your understanding and assistance.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:10/09/2024

  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 purchased an Asus motherboard for a computer i am building, i had nothing but issue with it from the start, failed to set up hard drives, failed to load windows, Asus hardware driver would not work. I contacted Asus on several occasions for technical support, they repeatedly provide incorrect information and never provide any 3rd tier support. after 3 weeks i still cannot get the board to function correctly

  Business Response

  Date: 10/09/2024

  Hello John Schlack,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is John D., and it will be my pleasure to assist you today. I am sorry to hear that you are having these experiences with your motherboard. I certainly understand how aggravating that can be. I am here to help.
  
  
  All of the drivers for that model can be found at https://rog.asus.com/us/motherboards/rog-strix/rog-strix-x670e-a-gaming-wifi-model/helpdesk_download/. I do see that you had mentioned that they will not load. Are you receiving any type of error code or message when trying to run them or download them, or are they just not wanting to open at all?
  
  
  I do trust that you are also using compatible components that can be found at https://rog.asus.com/us/motherboards/rog-strix/rog-strix-x670e-a-gaming-wifi-model/helpdesk_qvl_cpu/.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2409041046-0014. 
  
  
  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,
  John D.
  [email protected]

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22400107
  
  I am rejecting this response because:I am rejecting this response because: I have complied with all of Asus
  trouble shooting requirements, Drivers simply refuse to open at all, i
  have reviewed many help forums and see there is a pattern of Asus driver
  not working and not providing support. First you were unable to help
  with installing windows 10 on a raid array because your first level tech
  support is so poorly trained, and your documentation is one size fits
  all. After i managed to back door the install by first installing window
  on a separate SATA drive, then creating raid mirror in windows; i was
  unable to install any drivers at all. i have the latest bios installed
  and the latest drivers downloaded and none will open at all.your people
  repeatedly lie telling me they tried to call me and i did not answer. I
  am a business my phone is always answered. i have not been able to get a
  3rd level tech on the phone as it hangs up afer 30 minutes on hold each
  time. If the BBB cant get a resolution i will file another complaint
  this time in Montgomery county district court
  
  Sincerely,
  
  John Schlack
  
  Sincerely,
  
  John Schlack

  Business Response

  Date: 10/14/2024

  Good Evening,
  My name is Karen S., and I will be assisting you today as John is out on Vacation.  I would like to apologize that you are having ongoing issues with your Motherboard since you purchased it.  When was the purchase date?  If you could please send in your purchase receipt/invoice.    The reason I am asking for this information is if it's with 30 days of purchase we may be able to replace your Motherboard.  But even if not I can put in a RMA to have your motherboard sent in so that the technicians can look into it to see why you are having these issues.
  
  
  To be acceptable, your invoice/receipt must have the following:
  - File types accepted: PDF, JPH, PNG, GIF
  - Retailer name and Logo
  - Date of purchase and purchase price
  - Serial and/or model number of an ASUS product
  - Online purchases: since online resellers do not provide a printed receipt, it may be
  necessary to login to the store website and download a copy of purchase receipt/invoice
  
  
  The following documents are not accepted as valid POP:
  -bank statements
  -screen shots
  -forwarded emails
  -copy/paste emails
  -TXT/RTF/DOC
  -format attachments
  
  Please let me know if you are interested in putting in a RMA to send in your Motherboard if your unit is over 30 days from purchase date.
  
  
  Thank you,
  Karen S.,
  [email protected]

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22400107, and find that this resolution is satisfactory to me, only if Asus replaces Mother board at no cost. Mother board is under 30 days and was delayed due to ASUS slow response at Troubleshooting board. Asus will need to provide return shipping label at their cost
  
  Sincerely,
  
  John Schlack

• Initial Complaint

  Date:10/08/2024

  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've had a sudden issue with my router for nearly two weeks now trying to get an RMA after diagnosing that the wireless signal was no longer functioning as it should. The item is less than a year old and still within warranty. Upon online chatting, telephoning, and emailing customer support well over a dozen times, they have continued to ask me to do the same steps over and over for the past few weeks. "Fill out a feedback form", "Reset to factory defaults", "Change network channels" while consistently not solving any problem and giving me a ***** hours waiting period in between each "service". I've already diagnosed the issue is the router itself and not its settings or my network by using an older router that worked perfectly fine. I feel as if I'm being stonewalled and I feel as though it's working cause I have lost my drive to keep trying the same thing over and over again that I know has nothing to do with the actual problem I'm having.

  Business Response

  Date: 10/09/2024

  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 that you have been experiencing with your router and our support. I certainly understand how aggravating this can be. I am here to help.
  
  
  If you could please provide your full shipping address, I would be more than happy to get a repair order set up for your device and provide a prepaid shipping label. Once your device has been received at our repair facility, the standard turnaround time is 7-10 business days, not including holidays or weekends.
  
  
  We do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2409037257-0011. 
  
  
  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: 10/09/2024

  Better Business Bureau:
  

  My address is as follows: ******************************************
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if the assistance described is provided.
  
  Sincerely,
  ****** ****

• Initial Complaint

  Date:10/04/2024

  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 purchased ASUS FA507XV laptop on 11/05/2023. The unit came with a 1 year warranty. On 9/10/2024 I notified ASUS of an issue where the laptop will not charge and the trackpad has glitches. I was given a service ticket N2409013668-0001. On 9/16/2024 they received the item. Upon checking 9/19/24 their service portal showed a repair date of 9/24. On 10/3 I still had received no communication regarding the laptop therefore I called support which escalated the issue. On 10/4 I received an email that ASUS would charge me $801.34 to repair the unit

  Business Response

  Date: 10/04/2024

  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 a quote for the cost of repair on your device. I certainly understand how aggravating that can be.
  
  
  I do see that your device is under warranty until November 7, 2024. However, I do show that our technicians did discover physical damage to the motherboard on your device. I am sorry to say that physical damage is not covered under the terms of the warranty. Our technicians are showing that there is a broken DC in the **** of the motherboard. I do also showing that a 30% discount was applied to the initial quote that you received. 
  
  Please take note of your case number for your future reference: N2409013668-0004. 
  
  
  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,
  **** *.
  **************************************************************************

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22379986
  
  I am rejecting this response because:

  This laptop has not been subjected to the level of handling described in your marketing materials. As stated on your website:
  "In order to earn the *** Gaming name, these laptops must successfully survive a rigorous battery of MIL-STD-810H tests. Test devices are exposed to drops, vibration, humidity, and extreme temperatures to ensure reliability. Dependable even in the harshest conditions, the F15 is more than capable of withstanding the accidental bumps and knocks of everyday life." This laptop did indeed fall from an end table at a distance of 2 feet off the floor, but continued working normally for many weeks thereafter.
  It appears that the claims regarding the laptop's durability may be overstated and primarily serve as marketing rhetoric rather than reflecting actual performance.

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

  Business Response

  Date: 10/08/2024

  Hello ****** ****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do understand where you are coming from. Typically any type of physical damage is not covered under the terms of the warranty. However, I am showing that the charges have been waived and that the repair is back underway. Once it has been completed, your device will be shipped back to you. I do apologize for any inconvenience that this situation has caused you.
  
  Please take note of your case number for your future reference: N2409013668-0005. 
  
  
  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: 10/08/2024

  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:10/04/2024

  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.

  Purchased a new Asus laptop on 9/21/24 from my local target, box states 12 month warranty, paper inside the box states additional 12 month warranty for accidental damage granted upon registration. Got it setup and registered that night. Received an email 2 days later that my warranty is already expired as the product was registered 60 days after purchase (it wasnt). I contacted asus and provided a copy of my receipt as well as documentation on and inside the box about their warranties. They are refusing to honor the 12 month warranty for either warranty coverage, and are only willing to give me 90 days of the normal warranty coverage. I have all emails and pictures as proof.

  Business Response

  Date: 10/04/2024

  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 for the inconvenience that this situation has caused you.
  
  
  I do see where you had submitted your purchase invoice. I am having that reviewed by our back office team for authenticity to see about getting the warranty date updated in our system. They typically get back to me within 2 business days. Hopefully they are able to get to it sooner. If not, I do hope you have a wonderful weekend.
  
  Please take note of your case number for your future reference: N2409031910-0009. 
  
  
  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: 10/08/2024

  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:10/02/2024

  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 sent my laptop in for repairs. It is out of warranty and I agree with this, I am not asking for anything to be free, however they are stating that my laptop was damaged by me when this is not the case. I have requested them to change their quote to reflect it is out of warranty only and not customer induced damaged, but they have refused, and they are unable to provide any reason why. I sent my laptop in a few months ago for the same repair and they have admitted this repair has now failed, but somehow that is customer caused damaged.I have an extended warranty on the laptop that will take care of the repairs, however they will not cover the repairs if it says a customer caused the damage and the repairs would be out of warranty.

  Business Response

  Date: 10/03/2024

  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 had to have your device sent back to our facility. I certainly understand how aggravating this can be.
  
  
  We would be more than happy to have the physical damage charges removed. We can also have a 35% discount applied to the out of warranty part needed to complete the repair on your device. That would bring the balance down to $416.55.
  
  Please take note of your case number for your future reference: N2403021060-0015. 
  
  
  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,
  **** *.
  **************************************************************************