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:08/26/2025

  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.

  I ordered an Asus Zenbook Duo 2024 (UX8406) for $1800 before tax and shipping on 3/9/24, and it died on me on the evening of 8/25/25. Ive been on the phone with Asus Customer support 4 times as of ****** EST on 8/26/25 with no success. Ive been trying to either get my unit replaced or get a refund, because Im a college student and laptop downtime isnt an option for me, so the 3-4 week cited repair timeline (which multiple internet sources report is on the short end) wont work. Ive gotten nowhere in any of those calls, and I feel like Im being run aroind

  Business Response

  Date: 08/27/2025

  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 at this time, I understand that being a student it is very important that you have a working laptop. However the ASUS warranty is for repair and only replacement if repair is impossible. After reviewing your cases I am showing that your case was escalated multiple times for a replacement and this was not approved at this time. I will be happy to start a RMA (Return Merchandise Authorization) so that you can send in your unit for repair under your warranty. The standard turn around time once received in our Repair facility is 7-10 business days, not including weekends, holidays or shipping time. Please let me know if you want to proceed with this process.
  
  Thank you for your time and patience.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23801325
  
  I am rejecting this response because: this resolution has already taken longer than I can afford to not have a laptop, and Ive purchased a replacement from another brand. I am no longer interested in a repair or a replacement, and would like a full refund.

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 08/28/2025

  Good Afternoon,
  
  I hope you are doing well today. I apologize that this process is taking so long, however I am showing that you first contact regarding this issues was Monday the 25th. Refunds are only done from the place of purchase and during the return policy which is only 30 days from date of purchase so unfortunately that is not something that is feasible at this time. I understand that repair is not what you wanted to proceed with but we are only able to do that at this time. Please let me know if you would like to proceed.
  
  Thank you.
  
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:08/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (ORDER #***********) for a desktop on July 6, 2025. The computer was delivered on July 14, 2025. Upon unboxing it I heard a clicking noise on the small form factor desktop. There were also small parts in plastic bags. I ordered a PC that that was supposed to be built. I called support and after trouble shooting i was told to return it and that a replacement could not be sent before a refund. I sent the item back and it was delivered on July 31 to ASUS. I was told by customer ********************** that the ********************** would be inspected in 3 to 5 days and then a refund issued in 3 days. It is now 21 days since ASUS received it and a refund has not been credited back to my credit card.

  Business Response

  Date: 08/21/2025

  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 hope you are doing well today. I apologize that you are still waiting on the refund for your returned online order. I can understand that this can be frustrating. t will be my pleasure to assist you with this today. I have escalated this to get the date for your refund and will reach back out to you within 1 business day.
  
  Thank you for you time and patience during this process.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23778683
  
  I am rejecting this response because: The response is the same response I have received before the complaint with the BBB and does not resolve the matter. Actions speak louder than words. I have been promised to get the refund in the next business day. I shall wait. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/25/2025

  Good Morning,
  I hope you are doing find today. I am reaching out to you to let you know that a refund was submitted on Friday 8/22/2025. Please allow your back a few business days for the funds to be allocated.
  
  Thank you for your time and patience during this process.
  
  ***** *.,
  **************************************************************************
  

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ASUS Zenbook DUO in late December 2024, it was delivered in early Jan, 2025. Everything worked great until April, when the bottom screen stopped working. I went through the tech support process and it was determined that I would need to send the computer in for repair which could take around ************************************ According to folks on line, this is a common issue with this laptop model, and the remedy is to replace the mother board. I own a business, and I'm in school and this laptop is used for both. After multiple calls and online support sessions, ASUS agreed to send me an advanced replacement, which means they put a hold on your credit card for the amount of the laptop ($1700USD in this case) and send you a new/refurbished model as a replacement. Once you load all your info on to the replacement, you keep that unit and send the defective unit back to ASUS. I went through this process and received a damaged replacement unit and they charged my credit card for $1700. This led to a new host of phone calls and chat sessions with ASUS and it took me a week to get the charge removed even though I had already sent the defective advanced replacement back to ASUS.I am currently in a position where i'm back to square one, with a broken laptop and about 25 hours of my life over the past 4 months has been spent trying to get my broken laptop replaced. Every time i contact ASUS, the process begins again and my issue never gets resolved. At this point i just wish they would refund my original purchase so I could purchase a laptop from a different company. This has been such a waste of time, energy and money and ASUS does not have a customer support system that is robust enough to help customers in my situation.

  Business Response

  Date: 08/19/2025

  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 multiple *** issues that you have had up to this point. I see that your have been inContact without Chat line regarding a advanced replacement. I am seeing that this was approved, and it will be for a NEW in box Notebook at this time. If this is acceptable, I will be happy to start the *** and get this process started for you.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  

  I am happy with the proposed solution of replacing my broken laptop with a NEW unit. 

  Please relay to ASUS to have them contact me at ******************************* I am unaware of how to continue dialogue with ASUS within the BBB messaging system. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:08/16/2025

  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.

  My ASUS router stopped working within the warranty period. I attempted to use ASUSs online support chat, but when I entered my serial number, I repeatedly received an error message directing me to contact Best Buy for warranty support. Best Buy stated they had no information on the matter and referred me back to ASUS.I called ASUS support and was given an RMA number and instructed to fill out an online form. When I attempted to do so, the form again rejected my serial number with the same contact Best Buy message. I called ASUS support again, and this time they created the form on their end and provided me with a shipping label.I shipped the router, and four days later received confirmation that it had arrived and was being repaired. I later received another notice stating that service was completed, but the router could not be repaired and that ASUS would be contacting me regarding a replacement.That was 12 days ago. Since then, I have not received any further communication from ASUS about the replacement. When I called support again, the call quality was extremely poor and made it difficult to confirm my case number. The agent said they would escalate the matter, but I have still not received any update on when or if I will receive my replacement router.Desired Resolution:I would like ASUS to follow through with the promised replacement of my router under warranty and provide clear communication on the status of the process.

  Business Response

  Date: 08/18/2025

  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. First I would like to apologize for the delay in your RMA replacement at this time. I will be happy to assist you with this. At this time we would like to off you a New in box Router:
  
  RT-BE82U
  90IG0990-MA1B0T (NIB)
  **********************************************************************
  Please let me know if this is acceptable? Inventory does go fast so once you let me know we will be able to accept this model to get ready for shipment. The standard turnaround time is 7-10 business days not including weekends, holidays or shipping time.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/18/2025

  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:08/14/2025

  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 a ASUS Gaming Monitor from *******. The serial number is ************. I got this for my daughter whos battling cancer. I wanted to treat her to something nice so I built her her first gaming PC. The monitor got hot and shut off. Hasnt worked since. I tried different troubleshooting steps and nothing worked. So I contacted ASUs for an advanced replacement. I told them what I did for my daughter. I explained the issue. I asked them for a replacement monitor to be sent to me along with a return label so I can use the box of the replacement to send the messed up one back to them. The chat person said they escalated it and I would get a phone call or email within 2 business days. I havent got any response se. So I got back on chat with them and this chat person said to my out in a call back request and nobody still has got in touch with me. All I want is a replacement.

  Business Response

  Date: 08/15/2025

  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. First and foremost I would like to apologize for the issues that you are having with your newly purchased Monitor. This is not something that we find acceptable and it will be my please to assist you to resolve this.
  
  I see that you have spoken to someone regarding a replacement due to the fact that the place of purchase didn't have any more product you purchased available at that time. I will be happy to start this placement process however I see that your last email stated that you were not able to do a credit card hold for the **** that will be removed once you send back the original unit once you receive the replacement. The only other option that we have is to send you a prepaid ***** label and have you send in the Monitor and once received we would send you out the replacement at that time. The standard process time once received in our repair facility is 7 to 10 business days, this doesn't include weekends, holidays or shipping time.
  
  Please let me know how you would like to proceed at this time.
  
  Thank you for your time and patience during this process.
  
  ***** *.,
  **************************************************************************
  

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23749745
  
  I am rejecting this response because: I asked them to send the replacement along with the label so I can use the box the replacement comes in because I no longer have the box. I will also look into filing a consumer affairs complaint as well. All that I am wanting is a replacement sent to me and I will put this monitor in the replacement box and I will hand it to the delivery driver the moment I get the replacement. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/18/2025

  Good Evening,
  I hope you are well today. Thank you for your quick response back, I would like to get this RMA process started for you However I am unable to just send out a replacement without you accepting a Credit Card hold that will be released once we receive the original monitor back. This is the only way that we would be able to process this replacement if you do not want to send in the unit before the replacement. I will be more than happy to send you the prepaid label and instructions on sending in the unit, but you will be responsible for the packing material, you can also use the box the Monitor came in when you purchased it.

  The only other option is if you are still within your return policy ***** period you may want to go back to the place of purchase and check to see if they have any replacements yet.
  
  Thank you
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:08/10/2025

  Type:Sales and Advertising 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.

  Someone is fraudulently using my Acima leasing account to purchase items from your website the only information I have right now is the lease# ********, I will be calling Acima tomorrow as its Sunday today to also notified them, I will be going to my local police department tomorrow as well to file a police report, and I had to write to the Better Business Bureau so this can be handled expeditiously so please cancel this order as I have never heard of your company until I just received an email showing your name and lease# with an approval amount up to $760. I also tried chatting with your company to find out its closed and I tried completing a form on your website, but the ******* wasnt allowing me to submit the form it kept saying what I saw and entered was incorrect. Please contact me as soon as possible and thank you in advance. I have attached the Acima email below that I have not applied for nor authorized. Unfortunately this is the second fraud on my ***** account in two days, I told Acima my account has been hacked and wrote the Better Business Bureau on them as well, it seems when I get the police involved this should stop for me. Ive been a good loyal customer of ***** for about 10 years or more and *** never had fraud happen to me.

  Business Response

  Date: 08/12/2025

  Dear ***** *******
  
  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 that you are having this issue and We will review and research the issue you have reported to us and take any actions needed accordingly. In the future please ensure that you only contact official, verified support number for ASUS. You can go to our website, ****************************************, to ensure you are contacting us directly.

  Thank you,

  ***** *.,

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

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23727747
  
  I am rejecting this response because: I appreciate the quick response, but Ms. ***** didnt provide her contact number or any number to reach the company ASUS, when I Googled the company prior to writing to the BBB, many options came up. Also I would need to know usually how long will it take to cancel the fraudulent order with your company, because I dont need anything delivered to somebody with my name attached to it. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/14/2025

  Good Afternoon,
  
  Thank you for reaching back out. I have added my email on the bottom with my signature, cl-*********************************************** you can contact me there. I apologize but this seems to be a 3rd party selling/leasing ASUS products, and is not a charge from ASUS directly. If you can provide the following information we can provide this to our online service department to see if they can attempt to locate an order.
  
  ?Full Name
  
  ?Charge Amount
  
  ?Date of Transaction/Charge
  
  ?Telephone Number
  
  ?Email Address
  
  ?Last 4 digits of CC number charges appear on
  
  ?The best course of action is for you to dispute the charges with your financial institution and find out next steps for their security.

  
  ?Thank you.
  ?***** *.,
  ?cl-***********************************************

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23727747
  
  I am rejecting this response because: its fraud against me, I provided to you all the only information I had including the lease approval number on the attachment. I wanted to notify this company so they wouldnt send the items out because its fraud. I have notified Acima and they are working on it on their end as well. Im confused the thieves used this company to buy items without my knowledge nor permission, thats why I sent this BBB complaint so the company can contact me, since I have no information on how to reach them, why wouldnt the BBB send this to the company to assist me? 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/09/2025

  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 had ordered an Asus Z13 tablet/laptop from the Asus website on June 20th 2025. After over a week I did not receive any updates on the order status or shipping. I requested to cancel the order which I got the run around and the usual response of we will get back to you in 1-2 business days. Its been nearly 2 months since the order was canceled, ASUS is acting like I returned the item when in fact I never was shipped the item and they cannot provide any tracking information. I requested the refund every day with the same bot response of we will get back to you in 1-2 business days. I have proof from their online chat that they say the order was cancelled but they never refund. I have proof from their online chat order page that the order was returned even though I never received it. This is at this point criminal the way they are handling it and I feel as though I am being screwed over with nowhere to turn. I have dozens of emails from ASUS stating they are working on a refund for the past 45 days but they never actually refund.

  Business Response

  Date: 08/11/2025

  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 you have been having with your online order and getting the refund. I understand that can be frustrating and I will assure you that I will assist in resolving this issues for you.
  I have reached out to the online service department at this time and requested an update, I will reach back out to you in the next 3 business days. If I hear back sooner I will reach out at that time.
  
  Thank you for your time and patience while I research this for you.
  
  ***** *.,
  ************************************************************************** here...

• Initial Complaint

  Date:08/09/2025

  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 Dark Hero Z790 motherboard for a computer build (the product is still in warranty). Out of the box, the motherboard had malfunctioning DIMM slots (POST code 55 with QVL-compatible RAM/dysfunctional A2 and B2 DIMM slots). I sent the board to ASUS for an RMA (USKVT40506) in April, shipping it at my expense. ASUS claimed they repaired the board. I completed my computer build with the repaired board, and the system crashed regularly. I replaced the **** CPU, and GPU in the system, reinstalled Windows, and reflashed the UEFI/BIOS, and the instability persisted. I wrote to ASUS and expressed my frustration. I asked for a replacement motherboard or a refund, as their repair process doesnt seem to be very effective for a motherboard with a $700 price point. I heard back from ASUS within a few days, and I reiterated my request for a new board or a refund. They offered free shipping for an RMA (USKVT71717) after agreeing to some terms I laid out. They received the board and stated they would repair it. I again asked for a replacement or refund, and they refused, stating the board is repairable. Motherboards are delicate and complex. If a board leaves the factory broken, and an RMA repair fails, there isnt a point in attempting subsequent repairs. The more ASUS fidgets with the board, the greater the risk that the traces on the circuit board will be damaged. Which means further board malfunction. This will cause more expense, troubleshooting, and for me, disassembling my computer and sending the board in for more repairs.Ive spent about $200 on packing materials and shipping this board to ASUS for RMA 1 and 2. I spent an undue amount of time troubleshooting and replacing computer components to determine that ASUSs repair was not successful. I am asking for a refund of my original purchase price. If this issue is not resolved soon, my next step will be to file a complaint with the ************************.

  Business Response

  Date: 08/11/2025

  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. I would like to apologize for the issues that you are having with your motherboard and that it wasn't repaired after the 1st RMA. I have escalated your case to see what the technicians have found during the testing of the unit when it was received on 8/7/2025. This can take 2-3 business days. I will follow up with you as soon as I get back that information and what options I will have at that time to help resolve your issue.
  
  Thank you,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23723044
  
  I am rejecting this response because: I dont trust ASUS repair abilities. The motherboard never worked correctly and Ive been through the *** process once, which was unsuccessful. Ive already spent an undue amount of time and money trying to get my computer to work. At a 700 dollar price point I deserved a better experience. 
  Please just keep the board and refund me. 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 08/13/2025

  Good Afternoon,
  I hope you are doing well today, I would like to apologize at this time for all the issues that you have been having with your motherboard right out of the box and even after the 1st repair. I would like to ensure that I am going to work on resolving this for you. After researching your cases I have seen that you are having that same issues as before with malfunctioning DIMM slots. At this time I am looking into a recertified replacement for you however I will need a list of your components that you are using on your build so that we can check the *** list to make sure they are compatible. If we are unable to do that we can not guarantee that a replacement will is compatible or will work. I will also like to offer you a 3 month extension on your warranty once your RMA is completed for the replacement which will give you a warranty end date of 2027-02-25. I look forward to hearing from you so that we can resolve your issues as soon as possible.
  
  Thank you for your time and patience during this process,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23723044
  
  I am rejecting this response because: 
  

  I have zero confidence in any recertified items from ASUS. Ive seen too many ******* videos and read too many Reddit posts from people that have received recertified motherboards with bent CPU socket pins or GPUs shipped in packaging  that would cause damage if they werent damaged leaving your facility.  

  I would be open to a new, sealed board of equal value or a refund. 
  
  
  As a gesture of good faith, heres a list of the components in my system: 
  
  
  Intel Core i9 14900k
  Corsair DDR5 2x 32GB RAM CMT64GX5M2B6400C32
  Samsung 990 PRO 4TB (MZ-V9P4T0)
  Western Digital 
  WDS400T2X0E-00BCA0 4TB (SN850X)
  Gigabyte 5070 TI Gaming OC GV-N507TGAMING OC-16GD

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

• Initial Complaint

  Date:08/08/2025

  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.

  **************** Issue:I purchased TUF-RTX4070TIS-16G-GAMING from ASUS on 2024-03-18. After encountering very high temps on the device it reached 106c within seconds, which is out of normal accepted levels, RMA number and date USKVT70399 2025/07/31 ASUS approved a refund and stated it would be processed through a third-party platform called Concourse. However, despite multiple confirmations from ASUS that the refund was initiated, I never received any link, email, or payment from Concourse or ASUS.ASUSs Response:Over the past four months from April till today, Ive contacted ASUS support repeatedly. Each time, I was told the refund was sent or that Concourse would follow up. I triple-checked my inbox, spam folders. ASUS has failed to provide a transaction ID, payment confirmation, or any actionable ******* Actions:Ive documented all correspondence, including emails, chat logs, and screenshots showing ASUSs claims and the absence of any refund. Ive given ASUS multiple opportunities to resolve this amicably. As of 8/8/2025, I have received no refund, no link.Desired Resolution:I am requesting a full refund to my original payment method or a direct payment via check or verified transfer. I am also requesting a formal acknowledgment of ASUSs failure to follow through and a resolution timeline.

  Business Response

  Date: 08/08/2025

  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 delay in response to your emails today. Here are the directions for the buyback process for receiving your refund.
  
  Once the process has completed, you will receive an email from ***************************** to accept payment through ***** or ACH Direct Deposit. This email should explain how to doe the registration on JP-***************** Registration with ***************************** is required to accept payment. However If no action is taken after 7 days, a physical check will be mailed to their address on file.
  Upon receipt of the email, please click on Register & Accept Payment to proceed.
  This will take you through a Sign Up process for ** ****** - Concourse registration.
  Please know that this is only a member profile to accept payment that has been sent on ASUS behalf and does not create a bank account with *****.
  Once registration is complete, you will be able to view the payment details that will provide you with two options to proceed:
  (1) Zelle payment; or
  (2) Transfer to Bank Account (of your choosing).
  If no action is taken after 7 days, a physical check will be mailed to the address on file.
  
  I hope that this is helpful so that you can register to get your refund.
  
  Thank you,
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23718767.  
  I acknowledge ASUS has finally provided a direct contact and outlined the refund process. After four months of delays, miscommunication, and outright false claimsincluding being told a replacement video card had been located and was on its wayI am proceeding with the ** ****** Concourse registration to receive my refund.
  While I am willing to complete the steps required, I do not consider this resolution satisfactory. ASUS has not addressed the extended hardship or offered any meaningful apology.
  I will not be purchasing ASUS products in the future, and I will continue to share my experience publicly to help others make informed decisions.
  I am proceeding with the refund process, but I reject the business response as satisfactory.
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 08/18/2025

  From: **** ******* <******************************************************************>
  Sent: Monday, August 18, 2025 10:57 AM
  To: info <**********************************************************************************************>
  Subject: Case ID: ********

   

  Subject: Breach of Resolution ASUS Refund Case #********
  Dear BBB Complaint Department,
  I am writing to report a breach of resolution in Case #******** involving ASUS Computer International.
  ASUS is now claiming they are waiting for me to send the card back. This is false and contradicts their own records:
       I shipped the card using ASUSs prepaid label, issued by their RMA department.
       ASUS RMA confirmed receipt and stated the card was forwarded to corporate.
       The shipper confirmed delivery to ASUSs designated address (garage doors, no signature required).
       I have not had possession of the card for over two weeks.
       ASUSs representative, **** *** ***** May O., confirmed buyback approval and refund terms on August 14.
       I have received no payment, no confirmation from ** ******, and no response from ASUS since that date.
  This contradiction violates the resolution previously agreed upon. ASUS is delaying payment despite confirmed delivery and full compliance on my part.
  As a disabled consumer who spent nearly a year saving for this graphics card, this delay is causing emotional distress, financial harm, and mental health triggers.
  Requested Action:
       Immediate confirmation that corporate has received the unit
       Full transfer audit
       Refund processing as originally agreed
  Please let me know if you require any additional documentation. I am prepared to provide email records, shipping confirmation, and ASUSs own statements.
  Sincerely,
  ******* Shaneem
  ******************************************************************
  **********
  Attachments:
       **** *** email (Aug 14)
       Shipper confirmation
       ASUS RMA correspondence

   

  Business Response

  Date: 08/19/2025

  Good Evening,
  
  I hope you are having a good day today. I wanted to reach out regarding the BBB email that you have sent regarding the - Subject: Breach of Resolution ASUS Refund Case #********.
  After researching I am showing that your unit was received under RMA USKVT70399 on 7/25/2025 and Document 4 which is the email that was sent from *** ***** May was dated on 7/15/2025 requesting the unit back. I am not sure why you would have received it so late.
  The process of the refund is done 2 times a month and I understand that you were told that it would be payed on the 8th of August which we are showing that it was processed, and the payment will be sent from the accounting department on the 22nd. I apologize for the delay.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23718767
  
  I am rejecting this response because: I was told i would get my money either on the 21 or 22nd well it's 5:30PM EST 22nd and no money no email nothing, I'm not getting my money back am i. :( No email from ASUS no email from ** ****** so once again they lied to me and now to you, Please tell me there's away to hold them accountable with out having to go to ********** to sue them in small claims court.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/06/2025

  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.

  DATE OF TRANSACTION: 5/25/2025 TOTAL AMOUNT PAID: $3846.46 TRANSACTION: I purchased a ProArt P16 (H7606) laptop for $2899.99, 3 Yr damage protection for $199.99, ASUS ROG Centra True Wireless Earbuds for $55.99, and an ASUS Triple 4K Thunderbolt 4 Dock.RETURN POLICY: 30 days from purchase.RETURN INITIATED: 6/18/2025.REASON FOR RETURN: Within 2 weeks of my purchase, the same laptop was discounted over $700 and a newer model became available. I had only turned on the laptop once and returned it with the earbuds. Laptop was in full working order with no blemishes. Earbuds were returned in unopened box.CONFIRMATION OF RETURN: ***** confirms that the return was received by ASUS on 7/3/2025. On the ASUS website, under their returns section, it confirms each time that was received including the laptop and earbuds.ISSUE: ASUS is claiming the earbuds were not returned, even though their website shows confirmation they were received. They are holding up my full refund of the laptop due to the earbuds issue and have continuously sent me emails from their Customer ********************** stating the issue is escalated and under investigation. It's been over a month and I have received the same email from them 5 times claiming it will be resolved in the next few days. I have sent screenshots of their site showing the earbuds were received several times to their customer **********************, but they refuse to accept it. They are purposefully holding up my refund due to their error.RESOLUTION REQUESTED: I have asked that they either refund me the full amount of the laptop and the extended Warranty or send me back the same laptop (with the same serial number to verify that they do not swap it with a refurbished laptop).

  Business Response

  Date: 08/07/2025

  /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. First and foremost I would like to apologize for the issue that you have been going thru trying to return you laptop and earbuds. After reviewing your cases I am seeing that you were offered the refund for the laptop. However I am not seeing anything further regarding that refund at this time. I am looking into this issues at this time and will get back to you in 3-5 business days, due to the weekend coming up. If I find out this information before then I will reach back out to you at that time.
  
  Thank you for your time and patience in this matter.
  
  ***** *.,
  ******************************************************************************************************************************.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23710402
  
  I am rejecting this response because:
  
  I am not receiving a full refund nor have they stated one is coming.  The ASUS website, via my account, under "My Returns" confirms that both the Laptop and earbuds were returned and received.  They confirm this for each item.  The ASUS Customer ********************** claims that the earbuds were not returned.  In several emails, ASUS customer ********************** stated my refund was being reviewed, but before processing, they were waiting for the return of the earbuds.  The final response from their customer ********************** stated they were working on my refund minus the value of the earbuds, which their site confirms was returned.  I would like my full refund including the cost of the earbuds.  They have never confirmed my full refund was actually issued.
  
  The attachment shows the ASUS ROG Centra True Wireless earbuds was returned, marked "Return Received" yet they are stating my refund, when and if they ever process it, will be less the cost of the earbuds.  They have refused to acknowledge that their own return information shows they were received.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 08/12/2025

  Good Evening,
  
  I hope you are doing well today. I understand you frustration during this process however I was informed that we will be giving you a full refund for the items you have listed. Please allow your bank a few business days for funds to be allocated.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23710402
  
  I am rejecting this response because:
  

  It has been a week and I still do not see a refund as being processed.  They claimed it would take just a few days. I want to verify the refund has gone through before I accept and close this case.

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