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:09/22/2025

  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.

  I have attempted for roughly 2 weeks to contact ASUS Customer Support in regard to a known issue concerning an *** TPM vulnerability that affects my ASUS branded system. ASUS Technical Support chat HAS NOT been helpful regarding this. I have been given no resolution to my ************ of support has been able to even give me an idea of when a BIOS update for my system will be provided to address this known issue. ASUS support has escalated this issue multiple times with barely any real communication on their part.They have also claimed my system is not registered to me & is registered to a completely different, unknown to me, individual. That has also made it EXTREMELY difficult to get any form of resolution. Have even attempted to get them to resolve that specific issue, with no results from ASUS.I simply want a resolution from ASUS. Support tickets: N2408005268-0003, N2408005268-0004, N2408005268-0005, N2408005268-0006, N2408005268-0007, N2408005268-0008, N2408005268-0009, & N2408005268-0010,Affected ASUS system:ASUS ROG Zephyrus Duo 15 SE GX551QS-XS99 Affected *** TPM Firmware version:********

  Business Response

  Date: 09/22/2025

  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. First and foremost I would like to apologize for the issues that you have been having with the registration of you unit and the *** TPM Vulnerability that is effecting your ASUS ROG Zephyrus Duo 15 SE. After researching your cases I am seeing that the registration issue was resolved and the unit is showing as registered under your name. And as for the *** of the updated test bios to resolve there is no *** at this time but the **************************** will keep us informed when this BIOs update is ready.
  
  Thank you for your time and patience as we work to resolve your issues at this time.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/23/2025

  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.
  

• Initial Complaint

  Date:09/17/2025

  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.

  I sent in a motherboard for repairs under warranty, and they didn't send me back the right motherboard. They sent me a motherboard that was 3 years older than the motherboard I sent in and it is comparably inferior. My warranty states I am to receive either the same model of motherboard back or a comparable model, in which they failed to do so and now their support team is stringing me along. I've been told "You will have a response within the next two days" at least four times over the past week and a half yet I have had no updates, no responses, and no communications. I've brought this to their attention multiple times and I am fed up with the lack of response from the Asus Support Team.

  Business Response

  Date: 09/17/2025

  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 apologize that you are unhappy with your replacement and after researching your cases I am happy to let you know that we can approve another replacement for you at this time.
  
  There are 2 ways that we can do this replacement. 1. Advance Replacement is there we put in the *** and find a comparable model to the original model and once that model is offered to you and accepted by you a quote will be sent to you for a credit card hold. Once you receive the replacement you will have 14 days to sent it back in to the repair facility to have your hold released. 2. This is a Mail in Mail out *** you will send in the unit and once received we will replace it with the offered and accepted model. The standard turn around time is 7-10 business days, this doesn't include weekends or shipping time.

  I look forward to hearing from you.
  
  Thank you for your time and patience during this process.
  
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:09/16/2025

  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 am filing a complaint against Asus regarding their failure to support a confirmed OEM battery (part # 0B200-03070000/C41N1809) for my ZenBook Q536FD. Asus Product Support confirmed the part number on Sept 4, 2025 (Case ID: *****************, but redirected me to unverified third-party vendors without confirming compatibility, warranty, or OEM provenance.On Sept 5, 2025, ******* *. from Asus CEO Office acknowledged the issue and promised internal review (Case ID: *****************. On Sept 9, 2025, Asus reiterated the battery was discontinued and offered no verified alternative (Case ID: *****************. On Sept 10, 2025, they promised a resolution within 2 business days (Case ID: *****************, but no follow-up was provided.Despite multiple escalations, Asus has failed to provide a defensible sourcing path, clarify its product stewardship obligations, or offer a verified fallback. Their own store does not stock the part, and referrals to external vendors lacked warranty and safety assurances.I clearly stated my willingness to purchase an original, factory-sealed battery with warranty and QA provenance. Asus declined, effectively rendering my laptop unusable despite being in excellent condition.Asuss refusal to support a 56 year-old premium device amounts to abandonment. This contradicts their commitments to sustainability, product longevity, and ethical service. Labeling such a product legacy undermines Asuss own CSR goals, including environmental responsibility, digital inclusion, and circular economy principles.I am not seeking escalation contacts or diversions. What I expect is accountability in the form of a concrete resolution: specifically, a replacement battery sourced and supplied by the company responsible for the product. I have already shared relevant screenshots in my defense and can provide further documentation upon request.

  Business Response

  Date: 09/17/2025

  Good Evening,
  Your case has been escalated to and taken over by our *********************** team, please respond directly to their emails that are sent via ******************************************************************.
  Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23892850
  
  I am rejecting this response because:

  Asuss reply does not address the core issue: the company confirmed the *** battery part number (C41N1809) for my ZenBook Q536FD, acknowledged escalation, and promised resolution, yet ultimately refused to provide a verified sourcing path.
  Declaring the device end-of-life after only 56 years does not relieve Asus of its stewardship obligations. I was clear about my willingness to purchase a factory-sealed *** battery with warranty and QA provenance. Redirecting me to unverified vendors without compatibility or safety assurance is not support, "it is abandonment."
  If Asus considers this device end-of-life, then what is the companys formal product lifecycle policy for laptops? Was this limitation ever disclosed to customers at the time of purchase, whether in sales materials, warranty terms, or *** commitments? If not, invoking EOL as a defense appears arbitrary and undermines consumer trust.
  This refusal to support a still-functional device contradicts ********************* commitments to sustainability, circular economy principles, and product longevity. I request that Asus formally acknowledge the sourcing failure and provide a verified fallback or warranty-safe alternative. Screenshots of all correspondence have been submitted for review.
  
  Sincerely,
  
  Sai ******** ***********

  Business Response

  Date: 09/18/2025

  Good Evening,
  I understand your frustration at this time with the response that you have received from the ***************** Team. However they are the highest support and you will need to respond directly to them. Please respond directly to their emails that are sent via ACI-*************************************** Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  Thank you,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23892850
  
  I am rejecting this response because:
  
  The ***************** Team is not the highest support tier, this case was previously handled by the CEOs desk, which failed to provide a resolution and instead issued templated replies. Routing me back to the same channel that has already failed to act is not a resolution, its deflection.
  Asus has refused to support a confirmed OEM battery for a premium device, failed to offer a verified fallback, and ignored its own sustainability and product stewardship claims. I have provided documentation, escalation history, and a clear desired outcome. If Asus cannot resolve this internally, I will pursue external escalation through regulatory and public advocacy platforms.
  I am not seeking further redirection, I am seeking accountability.
  
  Sincerely,
  
  Sai ******** ***********

• Initial Complaint

  Date:09/11/2025

  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 sent in a motherboard that I purchased, and had issues with from the first day. I believed it was a different part causing the issues, but eventually had all the other parts inspected and determined it was the motherboard. I sent it in under warranty, told them what the problems I was experiencing was, and now they are claiming that I did not mention the problem in my original claim and that my warranty does not cover the repair and want me to pay an additional $49.84 for the repair.

  Business Response

  Date: 09/11/2025

  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. First and foremost I would like to apologize for the issues that your were
  having with your motherboard. After researching your case I am showing that the quote was for the shipping and labor for the ***. I will be happy to waive that fee at
  this time. Please click on the DISPUTE button on the email and once that is done please let me know so that I can update your quote so your unit can go back in to repair.
  
  I hope you have a great day, I look forward to hearing from you soon.

  ***** S,

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

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23869897
  
  The support case has been disputed, and says that it was escalated and awaiting further review. I will close the complaint here once the *** has been finished.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/12/2025

  Thank you for the clarification. I have escalated this so that the Diagnostic fee will be waived and your unit will be repaired and shipped. I will reach back out to your in 2-3 business days, this is not including weekends.
  
  Have a great weekend
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23869897
  
  I thank you for your time, whenever the motherboard has been repaired and returned I shall settle my complaint.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/09/2025

  Type:Product 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 in my monitor to have the USB-C port repaired on August 4, 2025. On August 22, 2025 they finally gave me an update stating that the monitor was received with a cracked screen. I informed them that it was not sent in that condition and provided photo evidence supporting my claim. I then received a response from them on August 29, 2025 stating that both the USB-C issue and the cracked screen issue have been fixed, and that they were shipping my monitor back to me. However, upon receiving it on September 9, 2025, the screen is once again cracked. They are now making me wait up to 2 additional days for a response on how they plan to resolve the issue. The customer support from this company is appalling. They have not given any assurances that they can safely ship my monitor back to me without it being damaged and they continue to make me wait. All the customer ********************** team can do is "apologize for the inconvenience" - useless.

  Business Response

  Date: 09/10/2025

  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 issues that you are having with the damage of your Monitor that was received after the repair. After looking at the pictures that you attached to the BBB complaint we will need additional pictures of the monitor your received back from the repair facility. One that is a full screen of monitor and one up against the box to show where it was in conjunction with the hole and Images of both the inside and outside of the shipping box . We will have to supply these pictures to ***** for a claim at this time.
  
  Thank you for your time and patience during this process,
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:09/05/2025

  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.

  On 03/17/2025 I received a replacement laptop from Asus. I had sent mine in for repair in January 2025, and had never received it back. It was supposed to be shipped to me, but no package was delivered to our home, we checked our cameras, and it was difficult to manage dealing between delivery and Asus.Eventually, I got this laptop to replace mine. It was supposed to be a "current equivalent model", but the model they sent had problems, known issues with heating, and it was in poor cosmetic shape with specs that did not match what I was told.I was extremely busy, I did not have lots of time to deal with this and when I looked at the poor quality of the laptop, I figured it was an oversight issue, like poor thermal compound or something of that nature, and I would deal with it myself later. The laptop didn't even have all the screws in the bottom, so I could tell whoever "refurbished" this had done a really poor ****** an engineer and technician with decades of experience, I felt I would just deal with this later on my own. I'll admit, I was frustrated, after waiting months to get back this laptop I would consider garbage, I did not want to go through dealing with this process again.They backdated the warranty to my original purchase, leaving me with no warranty upon arrival, no time.Upon inspection, I would not be comfortable attempting to fix this, it's not simply thermal compound and I don't even really want to deal with the liquid metal. It overheated literally out of the box trying to set it up, but when I looked it up, poor thermals were common for the model, I had hoped with firmware updates or settings, it wouldn't be so bad. I was wrong, it's absolutely unusable. It actually shut down from attempting a stress test even on a cooling pad.I called some advanced repair facilities, no one wants to touch it, they say it's probably either from the liquid metal or a failed resister.

  Business Response

  Date: 09/08/2025

  Good Afternoon,
  
  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 that you received a replacement that had issues. I would like to offer to set up a RMA for a recertified replacement for a comparable model to your replacement and it will come with a 90 day warranty. If this is something you would like for me to start for you please let me know.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/12/2025

  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.
  The business has agreed to replace the replacement and not backdate the warranty to allow me the 90 days.
  So long as I can get a functional comparable unit I'm perfectly find with this solution.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/05/2025

  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 the *** Swift OLED PG32UCDM Monitor this past June. Was working great until it started to flicker, flash weird colors and stopped powering on. Didn't think anything of it to contact Asus and try to get my monitor replaced. But this has been the worst experience with any customer ********************** I have ever had. First off I'm in college, and I do remote work from home So I badly needed this monitor. Asus agreed to do an advanced exchange. So my card got charged $1300.00 and I received yet another faulty and almost broken replacement monitor that didn't work. Which puts me back at **********. This is not fair, I've had endless calls and emails to no avail. At this point. I don't care about a refund, I just need a working monitor. A brand new PG32UCDM like I originally paid for in the first place. This has been such a drag. And I don't want to say this company is bad. I just want my replacement monitor. But I'm not spending another $1300.00 to get it. Because I don't have it.Serial Number: ************

  Business Response

  Date: 09/05/2025

  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. First and foremost I would like to apologize for the issues that you have
  been having with your Monitor. After doing some research I have a few questions. I am not finding your information in our system so I am wondering if you use a different name or another person put in the repair/replacement? If you could fill out the below information I would greatly appreciate it. Also if you can a case number or a RMA number that would also be helpful to locate all your information so that I can assist you going forward.
  Full Name:
  Serial Number:
  Address (No PO Box) including Apt #:
  City:
  State:
  ZIP Code:
  Country:
  Contact Number:
  Place of purchase:
  Brief description of issue:
  Physical Damage: Y/N

  Please also forward the original invoice/receipt as proof of purchase.
  
  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
  
  Thank you for taking this time so that I can research further into your case so that I can find the best option that is available to you.
  
  Thank you,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/05/2025

  Full Name: ******** ******
  Serial Number: ************
  Address (*********) including Apt #: ***************
  City: ************
  State: *******
  ZIP Code: 33976
  Country: *************
  Contact Number: ************
  Place of purchase: **********
  Brief description of issue: My original monitor stopped powering on. From flashing weird colors to none stop flickering. I tried several troubleshoots with no luck. Eventually it stopped turning on.
  Physical Damage: No

   

   

  Business Response

  Date: 09/08/2025

  Good Evening,
  
  I hope you are doing well today, thank you for sending in the information as requested. I apologize that you are having this issue with you monitor. After doing a research for cases under your name and serial number I am still unable to find anything showing that you sent in your unit for replacement. Due to this I am unable to confirm that you had any previous RMA's or replacements done with us. Your warranty is good thru 2027-12-14 and If you would like for me to start a RMA process I will be happy to do that for you. Please let me know if you would like to proceed with a RMA at this time.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23842819
  
  I am rejecting this response because:  I'm only entertaining another RMA if it's Advanced Exchange. As was stated in my previous message, I don't have the time or money anymore to be gambling around to see if the replacement I receive is even worth having.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 09/12/2025

  Good Evening,
  I hope you are doing well today. I can understand your frustration in regards to your Monitor not working. Can you please tell me where you have had your unit repaired? If it was with us can you give me a name it was under or a RMA #. At that time I will be able to look into a advance replacement. I am not seeing that you had any ***'s done with this monitor at this time. I would be happy to assist you to help you resolve this. I look forward to hearing from you.
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:09/03/2025

  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.

  Date of the transaction: Several years ago. The issue with the hinges occurred recently, within the last 12 months of normal use, which is still within the reasonable durability expectations of a gaming laptop.Amount paid: I paid approximately ********* COP (around 760 USD at the exchange rate at that time) thanks to a promotion. The regular retail price in ******** was nearly ********* COP (about ***** USD).What the business committed to provide: A reliable ASUS FX504 gaming laptop with durable design and quality construction.Nature of the dispute: Both hinges have broken, causing the display frame to detach from the base despite careful use and no accidental damage. This issue is widely reported by other ASUS FX504 owners worldwide and should be considered a hidden manufacturing defect. The laptop is now difficult to use and at risk of further damage.Attempts to resolve the problem: I contacted ASUS through multiple emails and channels, including corporate executives, but I have not received an effective solution. The local ASUS representative in ******** only offers expensive paid repairs or replacement at extremely inflated prices.Advertising: At the time of purchase, ASUS advertised this model as durable and reliable, suitable for gaming and daily use, but the hinges failed prematurely.I respectfully request ASUS to repair my FX504 free of charge, provide replacement parts, or help me access a new ASUS laptop at a fair and reasonable price without the extreme markup in my country.Please reply to my contact email: *************************** I can provide photos and documents as supporting evidence.

  Business Response

  Date: 09/03/2025

  Good Morning,
  
  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 apologize that you are having issues with your gaming notebook's hinges. I will need additional information as I am unable to find any information under your name in our data base. I see that you stated that you contacted ASUS multiple times was that in ********?
  Please fill out the below information and I will be happy to research to see what we can do to assist you.
  
  Full Name:
  Serial Number:
  Address (No PO Box) including Apt #:
  City:
  State:
  ZIP Code:
  Country:
  Contact Number:
  Place of purchase:
  Brief description of issue:
  Physical Damage: Y/N
  
  Thank you for your time and patience during this process.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23831509
  
  I am rejecting this response because: I am rejecting this response because I have not yet received a solution. I have provided all requested information to the ASUS representative (***** *., cl-************************************************ and I am waiting for a concrete resolution. Please keep this case open until ASUS provides a fair solution.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/05/2025

  Good Evening,
  I hope you are well today. First and foremost, I would like to apologize for the issues that you have been having with your notebook and with the repairs. Due to you being in ******** and the product in question being zoned in the same country our support is not the correct place for you to gain assistance. We can escalate your concerns to the management team in ******** but that is the only assistance
  we will be able to provide. Prices are going to be different in different countries because the cost to import it and the parts within the unit are likely different. We do not ship to other countries, and we cannot process an order to another region.
  
  Thank you,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23831509
  I am rejecting this response because ASUS ******** has already proven unhelpful and unprofessional. They demanded COP $80,000 (~USD $20) just for a diagnosis and quoted COP $370,0001,200,000 (~USD $100300) for plastic hinge parts. This is abusive and unreasonable, especially considering that I invested nearly USD $1,800 in two ASUS laptops (FX504 and RTX 3050), both with serious defects.
  I escalated this case because ASUS Colombia never provided a fair solution, even during the warranty period when I reported HDD and overheating issues. Simply redirecting me back to them is not a resolution.
  I kindly ask ASUS ************** to provide a real alternative: access to a replacement laptop at a fair global price or another practical arrangement, since in ******** prices are 45 times higher than in the ** and completely unaffordable.
  That is why I cannot accept ASUSs answer.

• Initial Complaint

  Date:09/01/2025

  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, 2022, I purchased an ASUS GA402RJ-G14.R96700 laptop for approximately $1,350. This was a premium-priced product sold with the expectation of reliability and long-term use.After fewer than three years of normal use, the system experienced a complete motherboard failure. This is a critical component failure that makes the laptop entirely unusable. A motherboard is not a consumable part and should reasonably last the functional lifetime of a laptop. Its failure at this stage indicates a latent manufacturer defect, not wear-and-tear or user misuse.Attempts were made to resolve this issue through ASUS support. The only remedy offered was a waiver of the diagnostic fee, meaning I could send the laptop in at no charge but would still be responsible for the entire cost of the repair. This offer does not address the underlying issue and places full financial responsibility on the consumer for a defect outside their control.The requested resolution is that ASUS take responsibility for this defect by providing one of the following remedies:Repair of the laptop at no cost, OR Equivalent compensation in the form of replacement or substantial credit toward a new device.This complaint is being filed to document that ASUS sold a high-cost laptop with a critical latent defect, and that its current position does not constitute a fair or meaningful resolution.

  Business Response

  Date: 09/02/2025

  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 apologize that you are having issues with your Laptop and i understand your frustration that you are having issues with it after 3 years. We would not be able to know why it failed unless we set up a RMA (Return Merchandise Authorization) to have out technicians examine the unit. Due to your laptop being out of warranty as of 9/2023 i will be happy to waive the diagnostic fee at this time. The diagnostic fee is for the shipping and labor costs. This fee does not include the repair cost. When your product reaches the repair facility and is examined by a technician, you will be contacted via email with a quote for the actual cost of repair. Once you receive that quotation, you may use the options located directly on the quotation to proceed with payment, ask further questions, or reject the quotation. At that time we can look into options of discounts to help with the repair costs. If this is something that you would like to proceed with I will be happy to get this started for you.
  
  Thank you for your time and patience during this process
  ***** *.,
  **************************************************************************
  
   
  
  

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23823906
  

  Thank you for your reply. I appreciate that the diagnostic fee has been waived. However, before I agree to send in the device, I need written assurance regarding the repair outcome The laptop in question suffered a motherboard failure after fewer than three years of normal use. This is not a consumable part, and its premature failure indicates a latent manufacturer defect. A motherboard should last the functional lifetime of a laptop; its early failure reflects an underlying quality issue that is beyond reasonable customer responsibility.

  Because of this, I request a guarantee that if the diagnosis confirms a defective motherboard, ASUS will cover the full cost of repair or provide an equivalent remedy at no cost to me. Without this assurance, I cannot justify sending in the device only to be held responsible for what is ultimately a manufacturer defect. I would much prefer to resolve this matter directly with ASUS, but please understand that I am prepared to pursue all other appropriate channels if the responsibility is not properly acknowledged.

  Please confirm that ASUS will take full responsibility should the diagnosis confirm motherboard failure, and I will be happy to move forward.

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

  Business Response

  Date: 09/04/2025

  Good Evening,
  Thank you for reaching back out in regards to the repair of your motherboard. Even with the high importance ASUS places on quality, at the end of the day our units are very complex technical products, which can sometimes malfunction on the hardware side. We are sorry that this appears to be the case with your unit, but will gladly have our technician look into the issues that your motherboard is having and why it is no longer working. At that time they will let you know what will be needed for the repair or replacement. Once that happens we can see what options are available regarding a discount on the repairs.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23823906
  
  Thank you for the offer of a 20% discount. I understand that ASUS must balance many factors when handling out-of-warranty claims, and I appreciate that some accommodation has been extended. That said, a token discount does not meaningfully resolve the underlying issue.
  

  A full motherboard failure in fewer than three years is not consistent with the expected service life of a premium laptop. Industry standards and consumer expectations both recognize that core components such as motherboards should last well beyond this period under normal use. When such a critical component fails prematurely, it reflects a latent defect in manufacturing rather than normal wear-and-tear.
  Historically, major manufacturers have acknowledged responsibility in cases where critical components fail well before their expected lifespan. ASUS should do the same here. A 20% discount still leaves the burden of repair largely on the customer, despite the failure being a manufacturer-level issue. At minimum, ASUS should cover the majority of the cost, if not the full cost, in order to make this right.
  

  I respectfully ask that ASUS reconsider its resolution with this perspective in mind.
  

  Best regards,

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

• Initial Complaint

  Date:08/28/2025

  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.

  I purchased a motherboard from Asus about 2 years ago and I sent the motherboard in for repairs 3 and a half weeks ago. Asus has been giving me the runaround about the status of my repairs. I've called, I've email, but they keep telling me "It's currently being worked on, call back in 2 business days". This runaround started 2 weeks ago. I just want my motherboard repaired or replaced with something similar. They said that there was a piece that was broken towards the initial stages, they sent me a quote for $45 in order to perform the repairs. I paid the quote that day.

  Business Response

  Date: 09/01/2025

  Good Afternoon,
  
  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 that you has issues with your RMA process and that you have been waiting for your unit to be shipped back to you. At this time I am seeing that the repair has been completed and that your RMA is in ship status. This means that it's being packaged and will be shipped out to you. I do not have the tracking number as of yet but I should have that with in 1 business day. Once I have that I will reach back out to you with the number and estimated delivery date.
  
  Thank you for your time and patience in the process.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/04/2025

  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.

  A tracking number was shortly provided after the initial response to this complaint and I just received confirmation from ***** that they have my board and it is expected tomorrow.

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