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            ComplaintsforASUS Computer International

            Wholesale Computers
            View Business profile
            View Business profile

            Additional Complaint Information

            Customer Complaint:
            BBB's profile for ASUS was created in March 1999. A review of complaints was done in August 2022.
            BBB encourages consumers to review the following links. These include ASUS policies on shipping merchandise and merchandise repair.

            https://www.asus.com/us/support/Article/1093
            https://www.asus.com/us/site/ASUS-Repair-Services/
            See all additional business information

            Need to file a complaint?

            BBB is here to help. We'll guide you through the process.

            File a Complaint

            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Showing all complaints

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Guarantee/Warranty Issues
              Status:
              Answered
              I purchased a rather large ultra tower case from the Asus online store and I received it with a broken clasp on one of the doors. I assumed as this was a piece of plastic with a magnet, that is self serviceable without modification of the existing mounting point or screws used to secure it, that I could contact their support and request a replacement part.I have since been told that my purchase is no longer within the 30 day warranty period, I might be responsible for damages, to return my product to a repair center (which is both impractical and has no guarantee of receiving back my original product or in a repaired state since it will have to be shipped via courier back to me) and just generally ignored with a revolving slew of support technicians that offer no escalation path or resolution.I've gone through no less than 24 of their support representatives and can provide the emails to corroborate this.The part in question might be $2 in plastic and metal and the product is assembled by someone somewhere I don't understand how this has gotten to this point when that's all I'm asking for, not even a full replacement of the entire product.

              Business response

              03/15/2024

              Good Evening,
              My name is **************, and I will be assisting you today.  I will be your point of contact going forward so please
              response directly to my emails as going to any other department will slow your process down because will
              it take time to get sent back to me.
              I am sorry that you are having issues with your side panel on your ROG GR701. After researching you cases I am seeing that you are 
              are needing to replace the broken clasp but the part is not something that is separate and will need to be purchased with the tempered
              glass also.  Unfortunately due to the damage done to the part this would not be covered under the warranty on your unit so it would be
              a charge to you.  If you don't want to send in your unit there is a website that we use that sells ASUS parts.  
              I have attached links to the Manual for the Unit with the part numbers for the parts you need - you didn't say which one would need to
              be replaced - 
              Manual for GR701 pg. 4 has the product numbers for left and right side tempered glass 
              ************************************************************************************************************************

              And here is the link for the ASUS parts.
              Spare ************* LLC
              **********************************************************************************************

              The only other option would be to send in the unit to have the broken piece replace under personal damage and that isn't covered
              under manufactured warranty.


              Please let me know if you need further assistance or have additional questions.
              Thank you for your time and patience!
              **************,
              **************************************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I have had 2 Asus RT-****** that I bought on Amazon on August 13 and August 15, 2022. I returned them both because they were bad. I then bought another On August 16, 2022. This one also went bad. I paid $26.50 on 04/24/23 and shipped the router back. It arrived and I used it until 01/04/24and then it went bad. I then paid them $26.50 and sent it back to be repaired again. They then sent another one back to me which was also dead on arrival. They then allowed me to send it back for free. They have had it since 2/3/2023 and still haven't sent me a replacement although they said they would. I have since purchased another router and because of them jerking me around would prefer to get my purchace price back.

              Customer response

              03/06/2024

              I received an email today from ASUS stating they are sending a new router, I requested a refund of $73 I do not want a router. ***** tracking #************ (taking indication by BBB rep ****

              Business response

              03/06/2024

              Good Afternoon,
              My name is **************, and I will be assisting you going forward.  Please make sure that your
              respond to me as I will be your point of contact.  If you go to any other department it will
              slow down any process that we have open at that time.
              I would like to apologize for the continued issues that you have been having with your routers.
              I would like to let you know that your RMA was completed with your new model replacements
              have been sent out.  Your tracking number is 726179147474 with a estimated delivery date
              of 3/7/2024 between 9:30AM and 1:30PM.  
              Please let me know if there are any other concerns or questions that you have at this time.
              I will be more than happy to assist you.


              **************, 
              **************************************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              Warranty issue with Asus. I bought a $400 dollar Asus motherboard from Best Buy in the last week of January 2024 and they are not willing to offer me a refund when the product is defective. I can provide pictures of the unit and describe what I am talking about. I did allow them the chance to fix it as it has been a month of me reporting the issue to them. I sent out the defective motherboard to Asus and ***** says they received it on Feb 6th. It will be March tomorrow and they cannot even tell me if I am getting a replacement or the same board repaired back and actually just told me the address on the prepaid label they provided to me was incorrectly specified by one of their CSRs. At this point I said I wanted a refund and they said sorry we dont do refunds. And we only repair it. I just want my refund for the their defective product they have received from me since Feb 6th. Is them refusing to provide me a refund under warranty even legal?
            • Complaint Type:
              Guarantee/Warranty Issues
              Status:
              Unanswered
              Unit (N3NRKD011987120_154314_WINDOW)was purchased mid year 2022 and had a slight stuttering issue, did not think much of it while using the notebooks attached screens.Next year I got a screen to utilize with the notebook and noticed the ** would freeze and shut down but only while using a monitor.I contacted ASUS for warranty and the issue has not been resolved over a year of notebooks being sent in and being "repaired" it has always been the same issue.Did some research found it is not just me having an issue with the notebook but a KNOWN issue with this product. I have been unable to get a straight answer from Asus regarding this issue and they have even gone above and beyond and swapped my model out with another model very similiar but the issue is even worse. I have spent money on the product. i have spent money on extended Warranty, I have spent over a year trying to fix this issue but at this point it is obvious the problem is not going to be fixed and they have yet to provide a solution.i think at this point it is best I just send my paper weight of a notebook back to the manufacturer and get a refund. I have no more faith in ASUS as a company because if i get another product from Asus it will have to go through this repair program again. Which is the worst I have ever dealt with. Notebooks Shipped to me with dents//scratches//broken hinges and I the customer have yet to have a working notebook for over a year now.This is so disheartening to have invested so much in a product that can not even be used due to defective properties the manufacturer cannot even explain.
            • Complaint Type:
              Guarantee/Warranty Issues
              Status:
              Unanswered
              Bought a laptop Asus brand in 2023 Sill under warranty, till 2025 Sent for repair They claim the repair is customer induced, therefore they sent an invoice I disagreed, I have done nothing to it I paid reluctantly, as I need my laptop After payment, they claim they don't have the parts They claim they ordered the parts eventually Their delay is infringing on the repair time they said would take On top of it all, their customer support is horrible, they provide no information on anything
            • Complaint Type:
              Guarantee/Warranty Issues
              Status:
              Unanswered
              About 1 month ago one of the hinges of my notebook had a problem, I chatted with customer **********************, and they said they could repair it (it was out of warranty time but they said we could repair it for free), I sent the notebook, first, they said we cannot because we don't have the parts that we need, then they said during the opening we broke the other hinge also, now we cannot repair at all.now you can buy another laptop from us with a 10% discount!!!!!! I said NO, after they suggested 30%, I complained again and now they say 50%. When I sent my Notebook to them it was working perfectly, but they broke it completely and I do not know what to do now.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              We purchased an ASUS laptop for our son for college. It was over $2100. My wife and I are both registered nurses and this was a significant expense. Our son spilled water on the laptop and it stopped working in September 2023. The laptop was sent to ASUS who said spilled water was not covered under the factory warranty. ASUS sent us a repair bill for over $2300, more than we paid for the laptop. We declined the repair and decided to see if a local repair shop could fix it. When we received the laptop back from ASUS it was missing the hard drive and memory. I contacted them multiple times and have a complete email trail. Our case # is N2309022217-0034. All we wanted is for them to return our hard drive and memory so we could see if it could be repaired. They refused to take any responsibility and held firm that they did not remove the items from the laptop. ASUS was the only place the laptop was sent and opened. I have pictures they sent me with the repair estimate of the laptop internals. I escalated this to the *** office and have several emails of our plea to resolve this issue but they made no attempts to resolve the problem despite being provided pictures and all the information. When we brought the laptop to a local repair shop we were informed it had no hard drive or memory and were shocked. As a nurse, I don't know anything about opening a laptop or hard drives or the like. It was 100% opened by ASUS and the components removed. Now we have an empty laptop and ASUS refuses to provide any kind of resolution. I can provide the emails showing numerous attempts to try to resolve the problem and there refusals. We are seeking either our components that they removed or for them to replace them.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I have been trying to get a hold of someone at ASUS to fix a PC. They have made promises to find a solution within 48 hours and it has been over a week and they keep giving me the run around. I need to speak with someone qualified and capable of fixing their device.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I've been dealing with persistent display connection issues on my laptop beginning a few months after purchase. I have to do a hard reset every time I turn my laptop on, otherwise the display is completely non-functional. I have discovered online that this is a common issue with the model. I sought help from both BestBuy, where I bought it, and ASUS technical support, but neither could resolve the problem. It was suggested that I send it in for repair with ASUS under my warrantee.Each time I requested an *** via phone or email, I was told my warranty had expired, requiring payment for the repair. Despite my records showing an active warranty until 02/21/24, this misinformation persisted each time I made contact. I even included a screenshot of my warrantee information in an email to no avail.After persistent efforts, one phone rep correctly acknowledged the active warranty, allowing me to secure an *** within the warranty period. I paid for a shipping label to send in my laptop. Since I was only able to acquire the *** 5 days before my warrantee end date, I sought confirmation that my warranty will cover repair and return shipping even if the laptop ships or arrives after the warranty date.The rep assured me the warranty would cover these expenses, stating each *** extended the original warranty by 30 days. Non-physical damage would be covered, provided the *** was initiated before the warranty end date. I bought a shipping label.Due to past misinformation, I felt it necessary to double-check this information, fearing the repair center might misinterpret my warranty date. Unfortunately, my concerns were validated when another rep contradicted the assurances given to me by the previous rep, claiming I'd be responsible for the entire cost of repairs and return shipping.This situation has left me extremely frustrated. The prolonged process and inconsistent information led to my warranty expiring before receiving the services that my warrantee existed for.
            • Complaint Type:
              Guarantee/Warranty Issues
              Status:
              Unanswered
              I purchased the laptop on 5/19/2023 and it was discounted from Best Buy, original MSRP is $2699.99, and I paid about $1950 after tax. I received the item from the store and within 90 days major problems occurred. The event log would read 100's of warnings, cautions, and failures occurring while the laptop was on. I utilized ASUS's "warranty only" Windows OS reformatting tool.I contacted support starting in August 2023 and was told flat out that a replacement will not occur, nor will there be any money back. This became an issue as the warranty card provided with the laptop was not the same warranty expressed to me by customer **********************. While I was able to get the laptop repaired, significant communication breakdowns occurred. ASUS was caught openly lying about the tracking numbers and CS made me feel bad for being upset for how I was treated. For the next several weeks I would be ignored, and it appeared obvious from an outside perspective that customer ********************** was trying to cover up their mistakes. I added 417 pages of email interactions to be reviewed showing concerns i had that were never addressed. Corporate has been working with me, but the treatment is the same from the bottom to the top of the ladder. After being lied to about the warranty, the *** communication that I would receive while my item was being repaired, being lied about the tracking numbers regarding overnight shipping but did not keep their promise. Instead, they attempted to turn it around on me and disregard their own documentation from the numerous case numbers attached to this ongoing case. There is a total of seventeen if not more case numbers involved around my laptop. They offered a refund but wanted me to send out my laptop and have it appraised. Based on my treatment from the company this is not a satisfactory resolution. I consent to BBB listening to phone calls between me and ASUS as ASUS records their conversations with their customers.

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