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:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In may of 2024, I purchased an ASUS vivobook pro 15 laptop. Online they advertise ***** hours of battery life, but mine has never lasted for more than 2 hours. Eventually, the computer wouldn't even recognize a charger and would die with the charger plugged in. I sent it back asking for a replacement, and they sent me back the exact same broken computer with "repair notes: nothing required", and sent me back the same broken laptop with the same issues. I don't believe they ever even opened it. I sent it back again, demanding a replacement, and was told I can only get a refurbished replacement (someone else's broken and returned computer). They assured me that these were fully functional and tested before being sent. After one month of them holding my laptop, I was sent this refurbished computer- with the same exact problems I mailed the last one with. 1.5 hours of battery life on a full charge, constantly crashing, and excessive heat from the device. They now refuse to call, email, or accept the broken computer back from me.

  Business Response

  Date: 05/30/2025

  Hello ***** *******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have endured regarding the battery life on your device. I certainly understand how aggravating that can be. I am happy to help.
  
  Battery life will vary depending on the product configuration, product model, applications loaded on the product, power management setting of the product and the product features that are used. As with all batteries, the maximum capacity of this battery will decrease with time and usage.
  
  I do see that our technicians did reseat the battery cable on your original device. It was then tested showing to hold a charge before it was sent out to you. I do also see that you had stated that the troubleshooting steps provided did not resolve the issue with your replacement. If you coud please verify the serial number to the replacement that you had received, I would be more than happy to see what options that we might have available.Please take note of your case number for your future reference: N2504012564-0034.
  
  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:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 30, 2024, I purchased a brand-new ASUS motherboard from ****** for $230.50 CAD (incl. shipping). In April 2025, the board stopped functioning under light business use. I opened a warranty RMA with ASUS and paid $47.84 CAD to ship it to them.Before shipping, I took timestamped, high-resolution photos with intact EXIF metadata showing the *** socket was undamaged. I did this as a precaution due to ASUS's poor *** reputation never expecting to need them. The board was padded in dense foam, in anti-static protection, and marked fragile.ASUS has since claimed the board arrived with bent/missing *** socket pins, which they deem non-warranty damage, quoting $189.75 to repair it. However, they stated that the shipping box would only be retained if damage was evident and since I was never notified of any, it's reasonable to infer that the packaging was discarded, removing any chance to verify shipping conditions. Their supplied image of the damage lacks ********** making its origin unverifiable. The pin damage also appears localized and suspicious, more consistent with technician mishandling than shipping impact.ASUS support stopped responding after I disputed the charges and submitted all documentation. The board is still under warranty and was not damaged by me.

  Business Response

  Date: 05/28/2025

  Hello ** ********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you received a quote for the cost of repair due to damage on your device. I certainly understand how aggravating that can be. I am here to help.
  
  Thank you for providing that documentation showing the step by step process that was taken on getting your device to our facility. It is very much appreciated. I have reached out to our Canadian team to see if we can't work on getting the quotation removed so that we can get your device back out to you in proper working order. They typically get back to me within 1-2 business days. I assure you as soon as they do, I will happily let you know.
  
  I greatly appreciate your patience as we work to get this resolved for you.Please take note of your case number for your future reference: N2504028249-0006.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23375125
  
  I am rejecting this response because: 
  
  1. The motherboard in question failed under light, professional use while still under warranty. I submitted an RMA with timestamped, high-resolution photos (with intact EXIF metadata) showing the *** socket was undamaged prior to shipment. These were provided proactively and in good faith.
  
  2. On May 12th, ASUS denied my warranty and issued a repair quote for more than the boards current retail value, citing customer-induced damage. I immediately disputed this determination via live chat and email, submitted documentation per the live agents instructions, and was told the dispute would be reviewed in 12 business days.
  
  3. On May 13th, I received an email reply from ASUS that failed to engage with my dispute or submitted evidence, instead suggesting I file a claim with the shipping courier. This redirection was concerning, as ASUS never reported any signs of box or shipping damage upon receipt of the item on April 29th. Furthermore, their own agent stated that if no visible damage was present, the packaging would not have been retained. This strongly implies that the packaging the only verifiable chain of custody is no longer available. I also have documented proof from the shipping courier showing the box was handed over undamaged, further weakening the shipping damage theory.
  
  4. I responded to ASUS on May 13th with a detailed rebuttal, clearly rejecting the *** conclusion and requesting escalation. I received no further communication until May 28th 15 days of silence and only after I filed my BBB complaint. My dispute was submitted well within ASUSs five-business-day policy and deserved timely engagement. Instead, ASUS became responsive only after external pressure was applied.
  
  5. This experience has completely eroded my confidence in ASUSs warranty process. The burden of proof and communication has fallen entirely on me, while ASUS has provided no photographic evidence of damage, failed to maintain basic chain-of-custody standards, and ignored my dispute until outside accountability was introduced.
  At this point, I am no longer interested in repair or replacement. I am requesting a full refund of the original purchase price ($230.50 CAD) and reimbursement of the original shipping cost to ASUS ($47.84 CAD). I understand that ASUS still has the board they may keep it. The time, stress, and lost productivity this experience has cost me far exceeds what I am requesting. This is a completely reasonable and proportional resolution to a mishandled warranty case.
  
  Sincerely,
  
  ** ********

  Business Response

  Date: 05/30/2025

  Hello ** ********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. With that being said, since you had provided supporting documents that shows that you did your due diligence in packaging the unit, and to avoid further delay of the process, we will proceed with waiving the charges for this order. We will continue to investigate how the damage may have occurred.
  
  As for a refund, I am sorry to say that would have to be done through the place of purchase within their allotted return window.Please take note of your case number for your future reference: N2504028249-0007.
  
  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:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 18, 2024, I purchased an ASUS ProArt Studiobook 16 OLED Touch Laptop from Best Buy for over $3,266.24 Since the first day, the device has had serious defects: a ghost-touching screen and battery drain of 1% per minute unless constantly plugged in. It is completely unusable for my school.I sent the laptop to Best Buys Geek Squad, who claimed everything looks okay and then asked me to pay for further repairs despite the product being under warranty. I refused to pay, and they advised me to contact ASUS.ASUS support acknowledged the issue but only offered another repair, not a refund or replacement. I should not be expected to go through repeated repair cycles for a brand-new device that was defective from the start. Additionally, I have documentation showing that the battery is not a 2024-manufactured part, raising concerns about the product's condition or authenticity.This is not a case of buyers remorse. I was sold a premium device that has never worked properly, and both ASUS and Best Buy have failed to make it right.

  Business Response

  Date: 05/23/2025

  Hello Ali ********************* you for contacting ASUS.
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have been experiencing regarding the battery of your device. I certainly understand how aggravating that can be.
  
  Some basic troubleshooting can be found at ********************************************************* and ************************************************************.
  
  However, I am sorry to say that if these steps are not helpful, then we would then recommend to have your device sent in to our facility to be repaired under the terms of the warranty. If you would be interested in going that route, I would be more than happy to get that order set up for you and provide a prepaid shipping label.Please take note of your case number for your future reference: N2505024664-0007.
  
  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,**** *****************************************************************************

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23368837
  
  I am rejecting this response because:
  
  
  I purchased a premium ASUS ProArt Studiobook for over $3,200, and it has had serious hardware issues since day one: ghost touch on the screen and rapid battery drain (1% per minute unless plugged in). I already attempted a repair through Best Buy, which resulted in no resolution. After waiting weeks, I was told I would need to pay out of pocket for further service. I then contacted ASUS directly.
  
  
  ASUSs continued offer to repair under warranty does not resolve my issue. I have already been through one failed service path, and the product has never functioned as advertised. Additionally, I have documentation showing the battery part was not manufactured in 2024, even though this laptop was sold to me as brand new. This raises concerns about the authenticity and integrity of the device I received.
  
  
  I am requesting either a full refund or a verified brand-new replacement. I should not be expected to repeat the repair process or settle for a defective product at this price point.
  
  
  If ASUS cannot fulfill that resolution, I will continue pursuing other channels including credit card dispute and FTC escalation.
  
  
  Sincerely,
  
  Ali Aksahin

  Business Response

  Date: 05/28/2025

  Hello Ali ********************* you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. I am sorry to say that a refund would only be issued through the place of purchase within their allotted return window.
  
  We are more than happy to have your device *********************** by our technicians at our facility under the terms of the manufacturer warranty if the previously provided troubleshooting steps were not helpful.Please take note of your case number for your future reference: N2505024664-0010.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ASUS router and set up three guest WiFi networks for different purposes. Over time, one of them stopped working completely, another works intermittently, and only one remains mostly stable. Even when connections are established, they frequently drop without warning. I attempted multiple full resets. After each reset, the networks temporarily work, but the same issues return. This process is highly disruptive, as I must re-identify every connected device in the router, which is not a sustainable solution. In April, I contacted ASUS support (case #: N2504024537). They couldnt identify the issue and acknowledged the product was still under warranty. They offered a replacement but claimed there was no stock available. Its now been a month with no resolution from ASUS. Today, all three guest WiFi networks failed entirely, cutting off my IoT devices, many consumer electronics, and my home server. This is unacceptable and has caused ongoing inconvenience and disruption to my home network. I am requesting that ASUS honor the warranty and either provide a replacement immediately or issue a refund. Thank you.

  Business Response

  Date: 05/20/2025

  Hello ****** ***,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have been experiencing with your WiFi setup. I certainly understand how aggravating that can be.
  
  I am sorry to say that our facility was not showing to have any replacements available. The next step would be to have your device sent in to our facility to see if it can be repaired by our technicians are out facility. If you'd like to go that route, I'd be more than happy to get that order set up for you.Please take note of your case number for your future reference: N2504024537-0003.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23348016
  
  I am rejecting this response.
  
  As I previously communicated to ASUS support, returning the malfunctioning router for repair is not a practical solution in my case. The entire process including shipping the unit to the service center, waiting for repairs, and receiving it back could take several weeks. During that time, I would be left without a functioning router, which is simply not acceptable as I work from home and depend heavily on a stable internet connection to perform my job.
  
  Furthermore, I have around 30 IoT devices including security cameras that require 24/7 uptime connected to the routers guest Wi-Fi network. Reconfiguring each of these devices to connect to a temporary or alternate router would be an extremely time-consuming and disruptive task, especially given that the issue was not caused by user error. This disruption would not only affect me but also other members of my household who rely on consistent internet access every day.
  
  What makes this situation even more frustrating is this exact model is still in active production and widely available from major retailers such as Amazon, B&H, and even ASUSs own online store (*************************************************************************************************). Given this availability, its unclear why ASUS cannot expedite a replacement.
  
  I respectfully urge ASUS to reconsider its current approach and offer a resolution that minimizes unnecessary disruption to me and everyone else in my household. A prompt and customer-focused solution would be greatly appreciated.
  
  Sincerely,
  
  **** ***

   

  Business Response

  Date: 05/22/2025

  Hello ****** ***,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you.
  
  The inventory listed for our Sales team is separate from that of our repair facilities. The only other option we would have would be to set up an advanced replacement order. With that, we would send you a replacement first, then you would send back your current device. However, it does require a credit card hold for the **** until we do receive your original device back. If you'd like to go that route, once the order has been set up, our facility can then start looking to see if we might have any comparable models to offer if we don't have your original model available. This process typically does take 7-10 business days to be completed.Please take note of your case number for your future reference: N2504024537-0004.
  
  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: 05/27/2025

   
  Complaint: 23348016
  
  I am rejecting this response because:
  
  I had selected the advanced replacement option in my reply back in April. However, I didnt receive any follow-up for almost a month. It was only after I reached out again that I was informed there was no inventory available. While I believe the advanced replacement is a great solution in theory, it only works if you can confirm that a comparable model is currently in stock. Thank you very much.
  
  Sincerely,
  
  **** ***
  
  

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ************ November 18, 2023, I purchased an ASUS ROG Gladius III Wireless AimPoint mouse from Amazon ******* (*********). Unfortunately, I started experiencing serious functional issues shortly after purchase specifically, inconsistent sensor performance and malfunctioning of the scroll ******** an attempt to resolve the issue, I first sought assistance through the official ASUS forums, but received no resolution. I then submitted a warranty request to ASUS ******, which was unfortunately rejected on the grounds that the product was purchased abroad.Following this, I contacted ASUS *******. However, since I no longer reside in ******* and am unable to ship the product to them, I could not proceed with support through that channel either. ****** Germany did offer a refund upon return of the item, but since I genuinely like the product and would prefer to keep it, I am reluctant to take that option.Given these circumstances, I respectfully request that ASUS takes appropriate action to resolve my issue by:Repairing the product through ASUS Turkey service,or Replacing it with the same model or an equivalent product.I made this purchase trusting the ASUS brand, and I hope that customer satisfaction will be a priority in handling this matter. I would appreciate being informed about the steps that will be taken to resolve my complaint.

  Business Response

  Date: 05/14/2025

  Hello ***** **** Kargi,
  
  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 experiencing this issue with your device. I certainly understand how aggravating that can be.
  
  However, I am sorry to say that we would only have access to assist with devices in the ************* and ******. With that being said, we would recommend continuing working with your region's support team to help get this resolved for you.
  
  I sincerely apologize for any inconvenience that this situation has caused you.Please take note of your case number for your future reference: N2505015521-0001.
  
  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: 05/16/2025

   
  Complaint: 23324098
  
  I am rejecting this response because:

  Dear **** *.,
  Thank you for your response and for taking the time to get back to me.
  
  While I understand that your support jurisdiction is limited to ***************** and ******, I kindly request that this issue be escalated or referred directly to the ASUS ******************* on my behalf. I have already attempted to reach out to ASUS Turkey independently, but my request was declined due to the product being purchased abroad.
  
  Given that I am currently residing in ****** and unable to ship the product internationally (back to ******* or to another regional center), I believe it is reasonable to request coordination within ASUSs global support structure to help resolve my case.
  
  The product in question is a high-end peripheral and this ongoing issue significantly impacts my user experience. I would deeply appreciate it if your team could help facilitate communication or transfer the case to ASUS ******, including the case number youve already generated: N2505015521-0001.
  
  I am not seeking a refund. I am simply asking for the product to be repaired or replaced through ASUSs local channels, which I believe is a fair and reasonable expectation from a global brand like ASUS.
  
  Thank you for your understanding and any further assistance you can provide.
  
  Sincerely,
  
  ***** **** Kargi

  Business Response

  Date: 05/19/2025

  Hello ***** **** Kargi,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope you had a wonderful weekend.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. I have forwarded your information over to your region's support team. However, I cannot make any promises or guarantees on what will be done as it is not in the ************* or *******Please take note of your case number for your future reference: N2505015521-0002.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23324098
  
  I am rejecting this response because:
  

  Dear **** *.,
  Thank you very much for your follow-up and for forwarding my information to the appropriate regional support team.
  To better understand the next steps, could you please confirm whether ASUS Turkey will reach out to me directly regarding this case? Should I expect a response from them, or would you recommend that I follow up with them myself, referencing the case number N2505015521-0002?
  I appreciate your assistance so far and look forward to your clarification.

  Sincerely,
  
  ***** **** Kargi

• Initial Complaint

  Date:05/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to ASUS to try and dispute a warranty claim they are saying is voided. They are claiming a third party company opened up the device and worked on it but since Ive bought the graphics card which I bought under a new condition, Ive never take the card anywhere to get fixed nor have I opened the card. ASUS will only say to reach out to the company I got it from but I already have and that company is refusing to help me. *** already started doing a BBB complaint with them as well. That company says they got it directly from ******. So I got sold a graphics card that never had a warranty because it was voided before I even bought the device.

  Business Response

  Date: 05/06/2025

  Hello Aberdeen Briar,
  
  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 had received this quote for the cost of repair on your device. I certainly understand how aggravating that can be.
  
  I am sorry to say that it does seem that our technicians have discovered that your device had been altered at some point. It is possible that the reseller that you had purchased the device from may have altered it themselves, or sold a used device. Are you able to send a copy of your invoice over?
  Please take note of your case number for your future reference: N2503005695-0019.
  
  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: 05/09/2025

   
  Complaint: 23281518
  
  I am rejecting this response because: I bought a new graphics card and Im stuck between one company saying that its refurbished and another company saying that they got it new from ASUS. I have no means to hold either company accountable other than the BBB and Im getting charged over a grand to get it fixed on top of not having my product for 3 1/2 months.
  
  Sincerely,
  
  Aberdeen Briar

  Business Response

  Date: 05/13/2025

  Hello Aberdeen Briar,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well.
  
  I do understand where you are coming from. However, as the device is showing to have been altered, I am sorry to say that it would not be covered under the terms of the warranty.
  
  I sincerely do apologize for any inconvenience that this situation has caused you.Please take note of your case number for your future reference: N2503005695-0021.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

• Initial Complaint

  Date:04/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To start, my 2 RMA numbers are; USPCSC2231 and USPCSC1241I dropped my laptop about 7 months ago and it damaged the motherboard of my high-end Asus laptop. I have always loved Asus as a brand and thought their product and business model were incredible as they advertized that even outside of the warrenty window they would still ***air their own devices. Of course this meant that the rpeair was paid for which I was totally understanding of as it was outdie the warrenty window. That being said I cannot express how deeply dissapointing and careless the technicians were with my product. I first thought I could have a local shop ***air my latop and they diagnosed the problem as the motherboard being damaged and they could not get the part. I sent it in with all the testing results that this shop performed. The laptop would screen-tear and stutter horrediously whenever I would play any game due to the damage. The RMA technicians diagnosed that there was no problem whatsoever, wiped my system completely and sent my laptop back to me without the power cord. They returned my laptop to me within a week and a half. That was shocking as when i opened my laptop and saw the techs work sheet it simply stated in short that there was no problem and he had cleaned my keyboard. I immediately sent it back (having to pay shipping again as the asus *** refused to provide any kind of shipping assistance) with a sticky note saying what the problem was. I then was told I would be gettuing updates every 2 days after the laptop was recieced. This did not happen. It took another month for any updates to be given about my laptop. They eventually returned my laptop to me and said they had escalated the ***air to address the motherboard and it fixed the gaming issue. I finally have my laptop back but it is plagued with constant malfunctions including if its not on its charger it will give me the blue screen of death within 5-10 minutes every single time. Terrible service and techincal neglect.

  Business Response

  Date: 04/29/2025

  Hello ****** ******,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues you have endured regarding your device. I certainly understand how aggravating that can be.
  
  If you'd be interested, I'd be more than happy to have a new order set up to have your device sent to our repair facility. I can also provide a prepaid shipping label.
  
  I do look forward to hearing back from you.Please take note of your case number for your future reference: N2412017176-0021.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23255550
  
  I am rejecting this response because:

  Your repair department has absolutely proven incapable of consistent quality and I don't believe giving them my laptop back for an additional opportunity for mistreatment would be the most ideal or even remotely productive solution. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/07/2025

  Hello ****** ******,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. However, if you do happen to change your mind, please do not hesitate to let us know. We would be more than happy to get that order set up for you.Please take note of your case number for your future reference: N2412017176-0022.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23255550
  
  I am rejecting this response because:

  Looking at all the other reviews on BBB it seems that this is a cooperate issue that the higher *** simply dont think is a worthwhile investment to resolve. I would be absolutely ok with a replacement of the same make and model as this Laptop. Not an upgrade just a replacement. Ill even ship this one in first if it means that this gets resolved. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3rd, 2025, I sent my laptop to ASUS to be repaired for a charging issue. The laptop booted into Windows, and worked perfectly fine, minus the charging issue. The laptop arrived at the ******, ** repair facility on April 7th, 2025, and thought nothing of it. A few weeks later, on April 21st, 2025, I get my system back in a worse state. It cannot boot up into Windows at all. No matter how hard I tried to get it working again, nothing would work.On April 22nd, 2025, I then got in contact with ASUS Customer Support, hoping to get a resolution. The first ***** i spoke to "disconnected" so i was handed over to a supervisor, who said that my warranty expired, and that they do not claim responsibility for destroying my laptop. ASUS then admitted that my motherboard broke after it arrived at their facility. I then escalated the incident beyond the supervisor, as my case qualified for that type of treatment.I get an email a few hours later, saying again, that my warranty expired, and that I'm on my own.The laptop worked when i sent it out, now it doesn't load up into Windows at all. I understand the warranty is expired, but if a company damages my system during the repairs, they should compensate for their mistakes and owe the customer an apology, plus a form of retribution to make it up to them.

  Business Response

  Date: 04/23/2025

  Hello **** ********,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have experienced regarding your device. I certainly understand how aggravating that can be.
  
  I do see that when your device was sent in to our facility, our technicians had tested the charging capabilities, as well as the battery. Both are showing to have passed the testing. However, our technicians did discover an issue with the motherboard and sent out a quote for the cost of repair, which was rejected. I am sorry to say that with the device being outside of the warranty window, any repairs that would be needed would not be covered. However, if you do wish to have your device sent back in to be repaired, I would be more than happy to set up the order, waive the diagnostic fee, and provide a prepaid shipping label. Once your device has been received at our facility and been properly diagnosed by our technicians, they would then send out another quote for the cost of repair. Once that has been done, I could then also look into having a discount applied to that amount.Please take note of your case number for your future reference: N2504002845-0007.
  
  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,**** *****************************************************************************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23237854
  
  This response is absolutely unacceptable, and borderline insulting. I sent you guys a laptop that loaded into Windows just hours before I sent it to you guys, and It returned in this condition. Your own team even confirmed that the motherboard issue occurred under your custody. I have already escalated this to ASUS Corporate, and I'm awaiting to hear back from them at this time. I'm not taking responsibility for something that happened under ASUS's custody at this repair shop. At this point, the only thing Il accept is a free motherboard replacement, or a replacement unit.
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 04/24/2025

  Hello **** ********,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do apologize for the inconvenience that this situation has caused you. Our technicians determined an issue with your motherboard, which does show to be related to the same issue that you had been experiencing to have your device sent in to our facility.
  
  I am sorry to say that since the device is outside of the standard 12 month warranty window, any repairs or replacements needed would not be covered. That is why you did receive a quote for the cost of repair on the previous order.Please take note of your case number for your future reference: N2504002845-0008.
  
  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,**** *.ASUS CEO Department

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23237854
  
  ****, this isnt a warranty problem. Again, the laptop was working when I boxed it up and sent it to shipped out to your ******, ** facility. (Aside from the charging issue). Your own company admitted that the motherboard broke under your care. ASUSs own internal support escalation team acknowledged this, and escalated this to its highest support department within 1-2 business days, which I still have to hear back from. This has nothing to do with resolving my issue. At this point, all Im asking is for ASUS to do the right thing, and make things right. I hope this will be addressed seriously and immediately.
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:04/20/2025

  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 the laptop around December 2023/January 2024 from *******. The laptop (Asus ROG Zephyrus G14 (2023)) worked fine for a two months, however, soon after the laptop continued to have issues that constantly made it reboot multiple times a day on its own. Asus support was contacted multiple times and I was told that I would need to go to bestbuy for any troubleshooting. I went to Bestbuy multiple times due to schedule conflicts where i was ultimately told that I would need to contact Asus Support.Once again, we are around 3 months into the process and I contact Asus support. Asus support instructed me that they will be doing some remote troubleshooting. Not sure what was changed after the first attempt, however, a day later the laptop rebooted once again. I contacted Asus support again and again for a few months, where I was instructed to factory reset the laptop and install Asus software. I continued with the factory reset, installed the Asus software, however, once again, multiple reboots kept happening.We are now nearly half a year or more of going and forth with Asus support for a resolution. Finally, I was able to convince Asus support that the laptop needed a ***. I was able to send the laptop in for RMA at the end of October 2024 due to the laptop being my wife's only laptop for school and work. The *** took around 3 weeks to complete. Once I received the laptop the included service report stated "Mainboard replaced due to GPU overheating".At this point I was overseas on vacation for a month. Once I got back, I did another fresh install of windows 11 on the laptop and everything was fine for a few more months. The laptop suddenly started restarting once again, and I immediately contacted Asus, who informed me that the laptop is out of warranty.This laptop never worked properly since buying it from ******* and is a complete lemon.

  Business Response

  Date: 04/22/2025

  Hello ***** ******,
  
  Thank you for contacting ASUS.
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have endured with your device. I certainly understand how aggravating that can be.
  
  I do see what you are referring to. Our system is showing that the 12 month manufacturer warranty on your device did expire on January 30, 2025. We can certainly set up another order to have your device to be sent in to our facility. If you do decide to go this route, I would be more than happy to send over a prepaid shipping label and waive the diagnostic fee. Once diagnosed by our technicians, we can also look into having a discount applied to the cost of repair as well.Please take note of your case number for your future reference: N2404036456-0009.
  
  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: 04/23/2025

   
  Complaint: 23229213
  
  Thank you for your response! I am rejecting this response because: Unfortunately, we had to purchase another laptop from another brand due to this laptop being unusable/unstable for any gaming, work or school related functions.
  

  Additionally, the motherboard/mainboard, the main part of the laptop, was replaced so I am not sure what another motherboard replacement will do or solve.

  At this point I am ok with sending this laptop back to the manufacturer or best buy for a refund due to the fact that this issue is now persistently going on for over a year, hence, the warranty expiration. 

  
  Sincerely,
  
  ***** *.

  Business Response

  Date: 04/24/2025

  Hello ***** ******,
  
  Thank you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused. I am sorry to say that a refund would only be able to processed through the place of sale through their appropriate return window.Please take note of your case number for your future reference: N2404036456-0010.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/26/2025

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

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *NOTE: I live in the ****** (**) province of *******The first page of the form did not have that option in the state/province selection menu.This is concerning an Power Supply Unit (computer part) return RMA with Asus.The RMA is CAA1T40422 and the model of the unit is ***************** has been about a week since they received the unit, but they claim that the unit was physically damaged when it arrived, and thus waving the warranty, which shouldn't because the unit was intact when I have packaged it to have it returned.They have been giving me the run-around for the past few days, saying the replacement cost would be 310$, which isn't even accurate, because any 750W is around 200$. In separate emails, they gave 2 other different prices, 233.99$CAD and also 157.33$. They also sent a very suspicious and sketchy video of them opening the box that they received which I have packaged, to somehow prove that it came damaged, and the unit corner was almost all opened, which wasn't in that state at all when I have sent it.This is very wrong to do this to a consumer, I have returned alot of different items for different reasons with different companies before, and I have never had such hassles like this.I do not mind delays and following the process, but this is just wrong. I am getting the very strong impression that they are simply trying to make me loose patience and give up so they don't have to send me the unit to be replaced. The warranty is valid until 2032/08/22, I should get a replacement fair and square for this.

  Business Response

  Date: 04/18/2025

  Hello Alexandre ****************** 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 charges that you were quoted for the cost of repairing your device. I certainly understand how aggravating that can be. I am happy to help.
  
  I do see where our technicians are stating that they did receive your device with physical damage. I do also see that they have discounted the original quote amount to get it down to $157.33. That amount does include the cost of the device, as well as the labor and shipping fees as well.
  
  Did you happen to take any photos of the device before having it sent in to show that it didn't have the physical damage that was discovered by our technicians? If so, I would be very happy to have those reviewed. We would need some sort of evidence showing that the device was not physically damaged before it was sent to us and physical damage is not covered under the terms of the warranty.Please take note of your case number for your future reference: N2504007577-0009.
  
  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: 04/18/2025

   
  Complaint: 23220124
  
  I am rejecting this response because:

  1- The discounted price is basically either the full amount (or a slight reduction at best) of any 750W PSU with gold rating. An average price for a 750W is 200$ and 1250W is about 300$ (this is in CAD$ however). 150$ is somewhat reasonable, but this shouldn't matter since this is an RMA, not me purchasing a new unit. This shouldn't even be discussed, because of the other reasons written below.

  2- After further reviewing the video footage sent to me from ASUS opening the box that I have sent containing the **** I can simply state that the video might attempt to prove that it was not damaged by ASUS, but nothing proves that they haven't already opened the box and re-sealed it prior to this video. I have shown the video to my brother (owner of the *** in question), and he saw me manipulating the unit prior to sending it, and clearly mentionned that it was not damaged as shown in the video when he saw it before it was sent.

  3- To answer your original question, I unfortunately do not have photos or video of myself packaging the unit. Even then, even if I did, it still wouldn't prove anything because there is still many different things anyone could have done to make the unit look intact even though it wasn't, so even though video footage might help or attempt to prove anything, it can't be conclusive evidence. You cannot prove against the fact that the damage was caused during the shipping (Canada Post and any other carrier implicated).

  I shouldn't have to go through all of this for a simple RMA, I have done RMAs before with different type of items with different companies (******, ***************, and even ASUS also) and never had such hassle/problem. Please simply sent me another replacement equivalent PSU instead of a completely new purchase.

  Sincerely,
  
  Alexandre Nron

  Business Response

  Date: 04/23/2025

  Hello Alexandre ****************** you for contacting ASUS.
  
  Good afternoon. I hope your day is going well.
  
  I do understand where you are coming from. However, I am sorry to say that physical damage is not covered under the terms of the warranty. With that being said in terms of the physical damage and no evidence showing that it was not damaged before it was sent in to our facility, we would only be able to have the discount applied to the cost of repair. I sincerely apologize for any inconvenience that this situation has caused you.Please take note of your case number for your future reference: N2504007577-0010.
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  Best regards,**** *****************************************************************************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23220124
  
  I am rejecting this response because:

  I understand that your warranty does not cover physical damage, as I would have never went through the trouble of packaging and paying for shipping the product to begin with if it was damaged this way. I should not be penalized by having the warranty removed because something happened after I have shipped the unit. I shouldn't have to prove anything like taking pictures of the unit being intact prior to sending it, i've never had to do anything like this for any other RMA I have done before.

  If you are unable to send me a replacement RMA under these circumstances, then I need to speak with a supervisor or someone who has the authority to do so.

  Sincerely,
  
  Alexandre Nron