ComplaintsforASUS Computer International

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 7 2024 I sent in my ASUS gaming monitor in for warranty repair. The monitor showed up destroyed from ***** and I had to dispute the damage to them which wasnt the issue because ***** covered it. But my monitor was fixed and sent back to me with the same issue as before, I called and said Id like a refund or replacement. They wouldnt refund but offered a replacement which I was ok with. My condition was that the monitor had to be the same model or equivalent. They offered me a business model thats nowhere near equivalent to my gaming model. I replied like they asked if I was willing to take it and I did not accept that model. The customer ********************** has been nothing but a pain because all they do is transfer and my issue never gets solved as it keeps being passed on to the next person. I just want the monitor replaced or refunded and they seem to keep pushing me aside.

  Business response

  04/19/2024

  Good Morning,
  
  My name is **************, and I will be your point of contact moving forward.  Please make sure that you
  are responding to my email as I am the highest support and other departments do not have
  the access that I do to help resolve your issues.  I apologize that you are having issues getting the
  gaming monitor for a replacement.
  I do have a offer at this time for a VG34VQL3A - PN: 90LM06F0-B02EB0.
  If this monitor is acceptable please let me know as soon as possible so that I can update your
  file.  
  
  Thank you for your time and patience!
  Have a great weekend.
  **************,
  **************************************************

  Customer response

  04/19/2024

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

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received this monitor as a replacement because another monitor had a problem where it would disonnect or change a refresh rate. Unfortunately this monitor that is supposed to be better has a problem from the very beginning where it was incredibly blurry in fast-moving games. I was told this is normal and they couldn't do anything. Last week the pg259qnr monitor started having scan lines the new monitor and today g-sync deactivated and I had to unplug and replug the power and I know it's not a graphics card rtx4070fe or newest driver issue I know it's a monitor issue. Asus needs to send me a new monitor of a different model that doesn't have all these crazy issues.Also Asus does not have specifications on fans in new cases which is very strange.

  Business response

  04/17/2024

  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.
  
  
  
  Thank you,
  **************,
  **************************************************

  Customer response

  04/18/2024

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 29th 2024 I purchased an Asus handheld gaming system for $430. After getting the device I was underwhelmed to say the least. According to the company's policy I was able to return it for a refund minus a restock fee within 30 days which I did. They refuse to issue my refund stating I did not return a dock that did not even come with the order. Everything that came with the order has been returned and confirmed that it has been returned. They are keeping the device and my money now. I've been robbed blind of nearly half a grand, and given no cohesive answer as to why. The last time I called customer ********************** a supervisor assured me my refund was coming. Later that day I got the email saying it was denied and when I called in immediately after I was hung up on.

  Business response

  04/12/2024

  Good Morning,
  My name is **************, and I hope you are doing fine.  I am 
  seeing that you are working with the online shop to get
  your refund back to you.  I also see that you are having
  difficulties with your process.  At this time it will be up to
  you to work with them and verify with your bank so that 
  you can receive the money due to your account being closed.
  I hope you have a great weekend.
  Thank you for your time and patience.
  **************,
  **************************************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First 4070 dual OC nearly exploded and caught my system on fire; asus response was this was my fault upon explaining how it was installed and required me to use my power strip to shut off power to the computer a different GPU was sent. It was greasy and definitely used; upon install it only rendered video scheduling errors and Computer crashes, I had one test that didn't crash but I stopped early this thing was push 10 fps, on a z790 hero board with a *****kf and 32gb of 6400mhz. Sent it back however the serial number was not recognized nor readable, sent it back other. With proper process not followed had to call support once I knew the *** arrived. It arrived with a clean test and a month later I could install and test it, the issue was the same even with a fresh install windows 11, steam and asus crate running crashed the system. This feels like a scam with a 30 day warranty after an ***. At this point with the customer ********************** received would like my money returned to move on from ASUS entirely.

  Business response

  04/08/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward.  I am sorry that you are having
  issues with your graphic card.  After researching your cases I see that you had a RMA for 
  critical issues sparking and smoking and they replaced your graphic card with a Warranty 
  end date of 2026/10/25.  
  If you are having issues with your system crashing than I would like have you send the unit
  back in so that we can have a technician look at it to see why that is happening.  Are you 
  getting a error code when this is happening?  If you would like to start another RMA I would
  be happy to get that process going for you.
  Thank you for your time and patience,
  Have a great day.
  **************,
  **************************************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought ASUS ROG Strix 15.6" FHD 1080P Portable Gaming Monitor XG16AHPE and it will not charge while it's in use no matter what i plug it into or what charger/cable combo i use i've sent in for repairs you dont fix it and dont even use it to see the issue as requested you only sent back. case # N2403028633-0004. i want it fixed and not returned till its fixed since im tired of driving a hour 1 way to drop off at ***** or i want the money for it returned

  Business response

  04/08/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward, please make sure that you are
  responding directly to my emails going forward.   I apologize for the issues that you are having
  with your portable monitor and it's charging ability.  
  During my research of your cases I have looked at the video that you have provided, saw the
  pictures and the cables/cords that you have tried.  I have also looked into the *** that you
  had done.  It looks like the reason they were unable to complete the *** was because the
  cable that was sent with the unit for charging was not sent in with the unit for the ***.  *************** supply or accessories aren't forwarded with the unit they are unable to complete 
  their pretest and or repair.
  I would like to set up another *** and have you send in all the original accessories that
  were sent with the unit for charging purposes so that we can find out what the issue might
  be that it's not holding a charge or losing it's charge while it's plugged in.
  Please let me know how you would like to proceed.
  Thank you 
  **************,
  **************************************************

  Customer response

  04/09/2024

  when I sent it in all you guys said to do was send in the monitor I'll send it back in with the cord it came with because you act like its the problem when many cords have been used and ALL doesnt work so when i send it back and you see its not the cord and you see the issue you can send me the cost of it back because me driving to ***** over and over for this is costing me a lot of money because the closest one is a hour away 1 way and you guys dont even look at it and want to say some c*** reason of the cable like all 10 cables i used doesnt work while they all seem to work for every other monitor i use and everything else i use them for. so in the end when you see it's not the cable issue and its the monitor ill agree to an exchange to the working 17in ROG Strix XG17AHPE which is only $15 more which i used more then that in gas to go to ***** or the $440 the cost of the 15.6 monitor agreed??

  Complaint: 21531062
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business response

  04/17/2024

  Good Evening

  I hope you are well today.  I apologize for the delay in response.  
  I apologize also that the specialist that you spoke with stated that
  I may be able to call you back.  BBB requires all correspondence
  be documented 
  I am showing that you are unable to print the ***** Label at this time
  so I will send out another label.  This can take up to 48 business hours
  for the link to be sent.  I will update you as soon as I get the information.
  
  
  Thank you,
  **************,
  **************************************************

  Customer response

  04/18/2024

   
  Complaint: 21531062
  
  I am rejecting this response because: I filled out for a RMA  on April 10 and drove over hour to ***** just to be told the tracking you sent was invalid and then I call ASUS CEO office while I was at ***** just to be told your department had to issue a new one and that your office would contact me in 24 to 48 hours WHICH YOU DID NOT so I wasted over 2.5 hours and gas going to ***** and couldn't and here it is April 18 EIGHT DAYS LATER to still tell you if you keep saying it's the cable that is BS ITS YOUR PRODUCT  and now I have to go another 2.5 hours round trip for a 3rd time and waste gas and time off work I WANT MY MONEY IM TIRED OF YOUR BS AND WASTING MY TIME SO YOU WILL GET YOUR MONITOR AND POWER CABLE it DIDN'T COME WITH A POWER ADAPTER AT ALL  and you send me the money I paid nothing less because it's costing me $20 in gas every trip I go to ***** because you guys didn't want to fix it the first time and not send me a valid tracking the second and who knows for the 3rd
  
  Sincerely,
  
  ***********************

  Customer response

  04/18/2024

  From: *********************** <****************>
  Sent: Wednesday, April 17, 2024 6:05 PM
  To: info <************************************>
  Subject: omplaint ID: ********

   

  I was wondering how long the company gets to respond? and how can I add things to the details like I started a RMA on April 10 2024 and they sent me a ***** thing to ship it and when I tried I got error so I called ASUS about it and I was told the department handling this case would have to issue me a new one and was told it would be 24 to 48 hours which would of put it on  April 12, 2024 now It's currently April 17 and I have yet to hear anything  and they haven't responded to even the BBB post since April 9 I feel like they just want to waste time till my warranty expires and I just want to get this taken care of and companies like ASUS thinks they can just give junk and never fix or refund since we just "little people" to them and cant afford $5,000 hour lawyers like they do

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ASUS S5402Z Vivobook 14 X OLED through Amazon on January 24. I received the unit in early February, serial # ***************. Within a month, the screen would go black, then the unit turned itself off. This happened at least twice a day. There were white and red static lines that would flash across the screen intermittently. I called ASUS customer ********************** and after following a few reset procedures guided by *******, I was told to return the unit for repair (case # N2402022396-0011). I did so and after about two weeks, received unit back. A note on it indicated that the graphics card had been replaced and the original graphics card was taped to the cover. The same issues persisted. I called again and demanded a replacement and was told that was not possible, but I could return it a second time for inspection by a higher level team. As with the first time, I was encouraged to purchase a discount shipping label from ASUS for $90. I reluctantly did so on March 19. I haven't received any status updates from ASUS and the My Asus app just just shows the unit is in a repair facility in *********, **. I have now paid an extra $180 for a defective laptop not in my possession and unusable since February.

  Business response

  04/05/2024

  Good Afternoon,
  My name is **************, and I will be assisting you and will be your point of contact 
  moving forward so please respond directly to this email.  I would like to apologize
  for the delay in your RMA.  I am seeing that we have started your pretesting of your
  unit and that can take 24 business hours so I will send you an update in 48 business
  hours to let you know what they found to be the problem and then the turn around 
  time for resolution.
  
  
  I apologize for the frustration and the Inconvenience that you have during this RMA
  process. I hope you have a good weekend.
  Thank you
  **************,
  **************************************************

  Customer response

  04/06/2024

   
  Complaint: 21524968
  
  I am rejecting this response because: it is just a promise to update me on status of second round without referring to the fact that this is the second I am sending this newly purchased (late January) unit for repair. Although I appreciate the apology, there is no reference to my request for a replacement or a full refund. I started a free ***** business this year. In order to continue accepting jobs, I've had to purchase another laptop. As I am on social security, the extra $700 has been a hardship. Since the ASUS unit arrived in early February, I have only been able to use it for one out of the past three months.
  
  Sincerely,
  
  ***********************

  Customer response

  04/10/2024

  From: *********************** <*****************************>
  Sent: Wednesday, April 10, 2024 12:28 PM
  To: info <************************************>
  Subject: Complaint #********

   

  Hello, the most recent and first response from ASUS promised to update me and the BBB on the status of my computer service request within 48 hours.  That time limit has elapsed.  This is similar to the 2-week period after I sent the unit in for service a second time during which I received no status update or even receipt of the unit.  Only after I filed the BBB complaint was I notified that unit had been received.  I'm not sure what to do at this point.

   

  Thank you,

   

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

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

  ---

  Business response

  04/10/2024

  Good Evening,
  I hope you are doing well.  I understand your frustration in having to purchase
  a new laptop.  ASUS warranty is for repair and if unable to repair a unit then they
  will replace that unit with a recertified unit.  So at this time we are repairing your
  unit if they are unable to repair it they will put in for the replacement.  Refunds
  are done thru the place of purchase and will only be done during the refund policy
  date.  So unfortunately we will not be able to process a refund.  
  Please email me a copy of the shipping invoice for the shipping label if you purchased
  it so that I can look into a refund approval for that.
  As for your RMA at this time the parts have been ordered and we are waiting on them
  so that they can be replaced and the unit returned to you.   I will update you in the next 
  48 to 72 business hours.
  
  
  
  
  Thank you
  **************, 
  **************************************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 27th of March I received an invoice for a repair on my ** which ASUS never initially repaired properly when the computer was under warranty. They are claiming that I did damage to the ** on the ****C drive from improper use and claim that I should be paying out of pocked for it's repair. My claim is that this computer has been very gently used and the ****C port has now stopped working on this unit twice without any explanation from ASUS. I'm aware that this ****C port is not a charging port, nor has it been used as one. When Asus repaired the ****C port the first time it worked for a short period of time and then stopped being responsive to USB mass storage devices, or my phone. It would work fine on other computers, but not my ASUS **. I am hoping where we can get this ** fixed as Asus should have done. The repair just didn't last.

  Business response

  04/03/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward as I will be your
  point of contact at this time.  I would like to apologize for the issues that you
  have been having with your Notebook.  I can understand your frustration and
  the inconvenience of it not working when needed.
  I have reviewed your cases and it looks like you have sent in your unit in 2022 
  due to a Keyboard issue with the backlight.  At that time the technicians were
  unable to locate any issues.  However I am not seeing any issues from 2022 to
  present regarding your USB port.
  I see that a discount of 30% was offered and that your declined that offer.  Due 
  to the fact that there was no communication of this issue during the last repair
  of the time between we are only able to offer the 30% discount.
  If you would like to proceed with this RMA I would be happy to adjust the 
  quote for you so that *********** will be back on track.
  
  
  Thank you,
  **************,
  **************************************************

  Customer response

  04/04/2024

  It was one repair before the backlight issue. The ****C port was worked on and came back working for a short duration. Now it is not working again. There are still issues with dishonesty needed to be addressed. I was told Asus would cover the cost of diagnosis and they extended my warranty on this repair. Asus has now turned around and blamed me for misuse of the laptop which has not happened. I'm trying to wrap my head around why a ****C port repair costs the same as a new laptop. This is not in my budget right now.
  Complaint: 21514974
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  Business response

  04/10/2024

  Good Afternoon,
  I hope you are well today.  I apologize for the delay in response
  as I was looking into your response.  I understand your concerns.
  However when you had that original repair it was under warranty
  and we are not seeing any other mention of issues since 2022.
  due to not having any documentation regarding issues since the
  repair to 2024 which you are no longer in warranty.  The quote 
  was for a new ********** which is where you will find
  the USB.  
  
  
  
  
  Thank You
  **************,
  **************************************************

  Customer response

  04/11/2024

  I just wanted to follow up on this as there has been no further contact from ASUS to resolve this problem. Emails that they send me have links that don't work.

   

  ASUS has since sent me an email to pay for diagnostic fees which originally the service representative I spoke to said would not happen. After I spoke to the service representative, I had logged into the ASUS website under my account where I can see warranty status which the representative had done what they stated they would do which was to extend the warranty to cover this repair. Now they have removed it again since they made the claim I have damaged the *** They have appeared to operate in a deceitful manner and in the future no longer wish to conduct business with them on the deceitful premise.

   

  ASUS has the ball in their court and it is up to them on how they decide to move forward. My contact information should you need to get ahold of me is as follows:

   

  Email: **************************

   

  Home Phone ************ and Mobile ************

   

  --

  Sincerely,

   

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

  Customer response

  04/11/2024

   
  Complaint: 21514974
  
  I am rejecting this response because: ASUS is not dealing with the issues at hand with the fact one of the service representatives had extended the warranty to cover this. Also there is still the issue of diagnostic fees. It was discussed there wouldn't be diagnostic fees. The representatives have been misleading and dishonest. 

   

  The emails that ASUS sends me has links that don't work. I am unable to work with them as they are unresponsive in sending a new quote. I can't see what the diagnostic fees are regardless of the point there are supposed to be none for this repeat issue. The ****C port just stopped working like it did the first time. Like I said before they are trying to put the blame on me. Yet ASUS is not trying to meet me half way or follow through honestly on what they said they would do. I don't trust them. Prove me wrong!

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

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business Committed to: Providing a premium-priced motherboard (ASUS ROG Strix Z690-I GAMING WIFI) under warranty that functions reliably and as intended.Problem: The motherboard appears to be damaging RAM modules. This has been verified across multiple sets of brand-new RAM from Kingston, with extensive troubleshooting performed on my end. This is the second ASUS motherboard of this model I've owned, the first being defective out of the box (non-functional M.2 slot).Dispute: Despite clear evidence of a faulty product, ASUS's handling of this RMA has been unhelpful and unprofessional. They deny responsibility for the damage caused to other components and refuse to replace them, citing that those components are warrantied separately. They've offered:- A "recertified" replacement of a different model, without a warranty extension, implying they are unwilling to stand behind the quality of their products.- A new motherboard (Z790-I), incompatible with my custom water-cooling setup, without offering to cover the cost of a compatible waterblock, placing unreasonable financial burdens on me.- A buyback, leaving me without a functioning computer for 4-6 weeks, AND requiring I spend more to rebuild my system.Business Resolution Attempts: None of the proposed "solutions" address the core issue providing a functional replacement of the faulty product without additional expense, extended downtime, OR addressing the damage their product seems to have caused to other components. Their lack of meaningful attempts to resolve this is unacceptable, especially considering this is the second defective motherboard of this model I've received.Desired Resolution:- Option 1: A brand-new ROG STRIX Z690-I GAMING WIFI motherboard, with a full warranty, and reimbursement for components damaged by their faulty product.- Option 2: A suitable replacement AND reimbursement for both a compatible waterblock and the components damaged by their product.

  Business response

  04/02/2024

  Good Evening,
  Thank you for reaching out to the BBB.  After researching your cases I am seeing that your case has
  been escalated to and taken over by our *********************** team, 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 for your time and patience in this process.
  **************,
  **************************************************

  Customer response

  04/03/2024

  Complaint: 21511967
  
  I am rejecting this response because:
  
  Dear *****,
  
  Thank you for your prompt reply. However, directing me back to the ASUS *********************** team without acknowledging the specific issues raised in my complaint, nor the additional information provided in the included files, only serves to further highlight ASUSs disregard for my time and reluctance to offer a genuine resolution. My case has already been escalated multiple times, and it is the *********************** Team which have been the ones continuously providing the unsatisfactory "solutions" that I've detailed. Clearly, standard channels have failed to resolve my issue, hence the BBB complaint. Your suggestion that I simply go back into the same loop that has yielded zero satisfactory results is frustrating and disrespectful of my time and simply does nothing more than demonstrate how lightly ASUS views my predicament. This RMA process has needlessly dragged on for nearly three months, with numerous escalations leading nowhere.
  
  Let me reiterate the core issues:
  - Faulty motherboard: My ASUS ROG Strix Z690-I GAMING WIFI is damaging other components. 
  - Unacceptable Replacements: The replacements offered thus far have been problematic. Recertified units lacking warranty are unacceptable, and the suggestion to switch models imposes unreasonable costs on me due to my water-cooling setup, which your support team has informed me will not be covered.
  - Initial Agreement Ignored: ASUS previously agreed to provide a brand-new ROG STRIX Z690-I GAMING WIFI, but is now reneging on that agreement.
  - Time is of the Essence: I have repeatedly stressed the time-sensitive nature of this matter. ASUSs attempt to backtrack on previous agreements by proposing a buyback leaves me without a computer for an extended period and unfairly places the financial burden on me for an issue that is not my fault. This is entirely unacceptable and deeply insulting.
  
  I filed this BBB complaint after exhausting every internal channel at ASUS. I expect a resolution that addresses both the product failure and the resultant damage, not further delays or runarounds.
  
  Sincerely,
  ****** ********

  Business response

  04/19/2024

  Good Evening,
  I hope you are well today.  I am following up with you to give your
  some clarification on what we have tried to accomplish with ********************.
  As you can see with the correspondence that he provided we have offered
  this customer a replacement which he has rejected due to us not having
  a brand new unit at this time.  We have also offered him a  buyback for the
  unit which is has also rejected due to the time constraints.  He is stating that
  we are disrespectful of his time because it would be a 4-6 week waiting 
  period for him to receive his payment.
  
  
  He is working with out ************* Team with the *********** at this time
  and they are the highest Customer Support.  
  
  
  Thank you **************,

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GL752VW from ASUS which cost over a thousand dollars. This laptop provides an option to install a M.2 *** which is what I wanted to do for this machine. When the *** was installed per ASUS user manual the laptop does not RECOGNIZE the ***! It doesn't show up, all drivers are updated to the latest version and bios is updated to the latest version. BIOS does NOT provide a boot option for the *** or the option to activate the policy! Tech support was a joke and insisted i pay 800 dollars for support? What kind of business practice is that?

  Business response

  04/01/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward.  As I will be your point of contact going
  forward please just reply to my emails going forward.  Any other response to other departments
  will just slow our processes.  
  I am sorry that you are having issues with your new GL752VW Gaming Laptop and the *** card.
  I see that we do not have the ** for the new laptop so if you could please send us that information
  it would be helpful in troubleshooting the issues that you are having.  Can you also send me the
  ** and ** of the *** card that you purchased also.
  Here is a URL link to ASUS.com for some troubleshooting:
  *********************************************************************
  [Notebook/Desktop/AIO/MiniPC] Troubleshooting - Solid State Drive (***) problems
  
  Please try that link and see if the Troubleshooting steps help you at all and once I 
  receive the ** of the Laptop and the *** information I can look further into your issues.
  
  
  Thank you 
  **************,
  **************************************************

  Customer response

  04/04/2024

   
  Complaint: 21506568
  
  This serial number is taken directly from the MY ********************** app:  G4N0CV17C39117A

  This Machine was purchased at Best Buy. ALSO when upgrading the *** to 32 GIG the system will no longer start! i have to downgrade it back to 16 gig! and yes the GL752 has a max *** upgrade to 32 GIG!  This machine is junk with installed system bloat ware from ASUS 

  I have tried multiple SSD models such as:

  Samsung 980 PRO SSD

  Samsung 970 EVO PRO SSD

  Crucial T500 

   

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

  Business response

  04/05/2024

  Good Evening,
  I hope you are well today.  After further research I found that
  due to this units age that there was some issues with the following
  where the M.2 SSD was not detected by the notebook, confirm the 
  bios and not just Windows does not detect the M.2 SSD. The resolution
  at that time was to make sure the customer purchased the correct M.2 SSD
  which was DDR4 2133 , 2 x SODIMM socket for expansion up to 16GB DDR4
  17.3 TN HD+ (1600x900) panel eDP.
  This is what the *** for this Model and age pulled for this Notebook.  I
  do apologize for the frustration and inconvenience that you are having at this time.
  Have a great weekend.
  
  
  **************,
  **************************************************

  Customer response

  04/07/2024

   
  Complaint: 21506568
  
  I am rejecting this response because:
  

  ***** the upgrade you are talking about is for memory.... this is about replacing the *** with an ***....

  This is what I'm talking about when I say the tech support does not know what they are talking about. The **** is updated to the latest version same with windows. There is no option to select the *** in the M2 slot as a bootable option! The *** has a mirrored copy of the original ***! Windows does not detect the *** either! 

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

  Business response

  04/11/2024

  Good Morning,
  I hope you are doing well today.  I apologize that what I sent
  you was not correct.  I have escalated this up to our ************************************* Team at this time to help assist with this
  issue.  This can take 3 to 5 business days for them to look into
  and research your issue.  I will send an update as soon as I 
  get a reply.
  
  
  Thank you for your time and patience!
  **************,
  **************************************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Sent in my $1000+ graphics card for repair as it is under warranty. They sent me a dirty and broke. Replacement unit that I sent back to them. I have been reaching out every day for almost 2 months and keep being told that the higher *** will get back to me and never do.

  Business response

  03/28/2024

  Good Afternoon,
  My name is **************, and I will be assisting you going forward.  Please make sure
  that you are responding to my email.  I will respond with in 24 to 48 business hours.
  I apologize for the issues that you had with your replacement graphic card. This
  is not something that we find acceptable.  I do see that a new RMA was started for
  you and another replacement was sent out to you 3/27/2024 with ***** tracking #
  272695871977 which is showing a estimated delivery date of 3/29/2024 between
  
  10:20 AM and 1:20 PM.
  Once you receive the card if you could go thru it and make sure it is working
  properly and follow up and let me know I would appreciate it so that I can
  close you case at that time.
  Have a Great Day.  Thank you for your time and patience!
  **************,
  **************************************************

  Customer response

  03/28/2024

   
  Complaint: 21492476
  
  I am rejecting this response because:

   

  I was told I was receiving a model swap due to the inconvenience of this. I am now receiving yet another refurbished 3090. I was lied to. 
  
  Sincerely,
  
  *********************************

  Business response

  03/29/2024

  Good Evening,
  I would like to apologize for the wrong information that you were given.  And I 
  also apologize that the recertified unit was not in acceptable condition and I would like
  to have it sent back and replaced with a New in Box, never open, unit sent out to you.
  If this is acceptable please let me know and I will set this up and send you a label for 
  you to return the unit.  
  
  
  Thank you.
  **************,
  **************************************************

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I would prefer a 4090 for my trouble but as long as its new I would be happy. 
  
  Sincerely,
  
  *********************************

  Customer response

  04/02/2024

  I filed a complaint recently, I just received my second replacement unit today. It has even more ******************** on it and it almost looks like corrosion or something on the inside of the card. This is unacceptable. I want a brand new card shipped to me to replace this and I would prefer an upgrade to a 4090 graphics card because this is ridiculous and has completely ruined this reputation for me. They seem to only have bottom of the barrel replacement units for me. This is a $1000+ product.

  Business response

  04/03/2024

  Good Evening,
  I hope you are having a good day.  I updated your file with Tracking Number and
  delivery date and time.  As soon as the Repair Facility updates the Tracking number
  for the shipping out of the unit I will update you. 
  Thank you 
  **************,
  **************************************************

  Customer response

  04/04/2024

  
  
  Please forward me the information for the brand new OR recertified and tested 4090. Please let me know the exact details of the card as well as test it. 
  

  Please forward me the tracking information once received. Please extend my warranty on this updated card for a while so I do not have to worry. 
  
  Sincerely,
  
  *********************************

  Customer response

  04/10/2024

  From: ********************************* <***********************>
  Sent: Wednesday, April 10, 2024 4:39:38 PM
  To: ************************************ <************************************>
  Subject: No answer from company

   

  Hello,

   

  Regarding my case against ASUS, they were delivered my graphics card 1 week ago and are refusing to progress or give me an update. This case is still not resolved. 

   

  Thank you,

   

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

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

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

  Business response

  04/10/2024

  Good Evening,
  I hope you are doing ok.  I apologize that there seemed to be a issue 
  with receiving the unit due to being a different ** than the one we 
  had on file.  This has been updated at this time.  I understand your
  
  frustration with this delay, it takes time for the repair facility to update
  that the ** they received didn't match what the *** was documented
  for.  I apologize for the delay.
  
  
  **************,
  **************************************************
  

  Customer response

  04/11/2024

   
  Complaint: 21492476
  
  I am rejecting this response because:
  

  It has been 8 days since my unit was received, when I look up the *** # USPCS40088 it still says it was not received. I was told 7-10 business days from when my unit was received this would be resolved, it has now been 6 business days and you still havent updated anything or given me a single update.

  Please ship the 4090 out today and provide me tracking please, I have been without a computer for 2 months now.

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

  Business response

  04/15/2024

  Good Evening,
  I understand your frustration in not receiving any update as your
  RMA was finally updated on the 12th.  Due to the Repair Facilities
  are closed on the weekends there is no update on  when the replacement
  unit will be sent out yet.  I am looking into this and will respond back
  to you in the next 24 to 48 business hours, this does not include the weekends.
  
  
  Thank you,
  **************,
  **************************************************

  Customer response

  04/17/2024

   
  Complaint: 21492476
  
  I am rejecting this response because:

   

  I was told this exact response word for word 48 hours ago. My card was signed and received 2 weeks ago. Due to customer ********************** negligence it wasnt put in the system, thats not my problem. I want a tracking number today. I will continue to reach out to every single department hourly. 
  
  Sincerely,
  
  *********************************

  Customer response

  04/19/2024

  Hello,

   

  I apologize for emailing here but I do not know what else to do. This company received my package over 2 weeks ago and still have not shipped out my replacement product. I tried contacting them but all they keep telling me is to wait ***** hours for the past 2 weeks

   

  Thank you,

   

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

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

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

  ---

  Business response

  04/22/2024

  Good Evening.
  I hope you are well today and had a good weekend.  I am happy to say that your
  replacement 4090 was sent out today with a ***** tracking number 273704180495
  with an estimated delivery date of 4/24/2024.  Here is the ***** url so that you
  can track your shipments:
  *****************************************************************************************
  Please let me know if there is anything else that I can assist you with and thank you for
  your time and patience thru this process.
  
  
  Thank you
  **************,
  **************************************************

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I received the card today, besides for some scratches and peeling it works perfectly so I wont complain. I will ask if theirs anyway to extend my warranty I would like to do that. 
  
  Sincerely,
  
  *********************************

*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. ↩