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:09/15/2024

  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.

  case: N2408017839 I sent my laptop in for repair under the warranty a month ago for keyboard and overheating issue. First RMA: USPCS81469. They fix the keyboard but overheat is getting worse. So they setup a second RMA. RMA: USPCS83190. I just received it today and the shipping box intact. When I open the box and took the laptop out. One of the corners is damaged and the metal chassis is bend and twisted. It is taking forever to repair, and the condition is ever worse than I sent it in for the first RMA. I want immediate resolution. I demand Buy back the device or sent a new device. I dont trust your technician anymore. Before and after pictures are detached.

  Business Response

  Date: 09/16/2024

  Hello *****************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  Thank you for providing those photos. I do appreciate and am sorry that you did receive your device in the condition that you did. I have created a new order to have your device replaced. You should have received two separate emails. One would have the packing instructions and disclaimers. The other would have the 2 day prepaid shipping label.
  
  
  Once your device has been received at our facility, the standard turn around time is 7-10 business days, not including holidays or weekends. Once you do receive your replacement, I will also be more than happy to have an extension added to your warranty.
  
  Please take note of your case number for your future reference: N2408017839-0020. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  ASUS CEO Department

  Customer Answer

  Date: 09/16/2024

  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 only If theres no problem(s) during the whole replacement process.
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/10/2024

  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 new Asus brand motherboard (ASUS ROG Crosshair VIII Dark Hero) on July 11th, 2023 from Amazon.com. On December 16th 2023, I was met with the first blue screen crash I received, indicating an issue with functionality. Over the course of the next month, I troubleshooted every issue I could find, until I began a return for technical issues (known as an RMA) on January 9th, 2024. I received my motherboard back on January 30th with a note from Asus' repair team. This note stated the issues I explained (blue screens, unable to boot) could not be replicated by the repair team.The motherboard worked for a bit before resuming even worse issues (blue screens with more than 4 unique error codes crashing back to back to back, black screen boot) until it stopped completely functioning. The computer was unusable in any form.I took it to a local repair shoppe which indicated they were unable to fix the issues as they were having the exact same issues with reboot looping and blue screens that I was having. They could not even get to a screen to try repairs of any kind. My next advisement was to go to Asus.I was made aware of Asus having numerous customer ********************** and repair issues by computer journalism ******* channel GamersNexus, and thus escalated my issue to Asus "executive care group" on July 10th, 2024 (before the year-long manufacturer warranty was set to expire). At this point I had been without a functioning computer for half a year. Their agent ************** advised me that I would be receiving a replacement motherboard for the issues.I sent my motherboard back AGAIN on August 18th, 2024. I received what I assumed to be my replacement motherboard today (September 10th, 2024, except what arrived was a note stating again, the issues could not be replicated and to try every single fix I had already done tens of times leading up to the first return. The motherboard that arrived was NOT a replacement of any kind. It was my original motherboard.

  Business Response

  Date: 09/11/2024

  Hello *****************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry that your device was sent back to you. I certainly understand how aggravating that can be.
  
  
  I do see that a new order has been created to get you a replacement. It looks like a shipping label was sent to you on September 4. If you are able to use that to have your device sent back to our facility, our technicians will work on getting a replacement out to you.
  
  Please take note of your case number for your future reference: N2401012954-0011.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22266033
  
  I am rejecting this response because:

   

  This resolution is not satisfactory. I have attached all relevant email exchanges. Here is the timeline of events.
  
  -My Asus motherboard purchase was on or around July 11th 2023. On December 16th 2023 the first issue appeared with the computer.
  
  -On or around January 9th 2024 I had submitted via the Asus website a RMA repair or replacement request for my motherboard. This was the 1st contact I had made. I proceeded to ship out my motherboard to the technician service the first time.
  
  -On or around January 30th 2024 I received my motherboard with the notification that my issues could not be replicated by the technician staff. I proceeded to reinstall my motherboard and attempt to use it. It failed permanently shortly afterwards.
  
  -On or around July 1st 2024 I had taken my computer to a local repair shop who indicated the issues were as I had described them. They advised the problems could not be anything but the motherboard and so I contacted Asus for the second time to have my RMA reexamined by their ************** Team.
  
  -On or around July 11th 2024 I was contacted to be informed my motherboard would be replaced. I was provided the labels to do so and on or around August 25th 2024 I sent the motherboard back for the second time with the EXPECTATION this would be a replacement.
  
  -On or around September 3rd 2024, while my motherboard replacement was supposedly being sent back to me, I received an email with a third label. I did not know why I was being sent this as my EXPECTATIONS were a motherboard replacement.
  
  -On or around September 10th 2024 I received my motherboard. It was the SAME motherboard with the SAME issues and the SAME service sheet indicating the issues could not be replicated and advising me to do the SAME troubleshooting I had done for over a MONTH back in December 2023.
  
  
  So at this point I have been tasked with shipping out my motherboard twice to Asus, using money I do not have for **** services as a car accident on 1/1/24 totaled my vehicle. Now they are demanding I ship it out a third time, using more of my money with no guarantee I will get a replacement as they promised the second time I would receive one. With no communication between their "executive team" and their technical repair team, I received yet another "repair" indicating no issues with my board. I would like to add at this point that the motherboard model in question is NO LONGER BEING SOLD IN STOCK ON ANY PUBLIC STOREFRONT OR ON ASUS' OWN WEBSITE.
  
  This resolution is disgusting and I reject it. I am being told to spend more of my money to fix a mistake that should have been fixed back in July. A better offer needs to be made. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/13/2024

  Hello *****************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I completely understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. The order is already set up get a replacement out to you. However, in order for this to be completed, we would first need to receive your device back at our facility. Once we do, then we can send you out the replacement that was promised.
  
  Please take note of your case number for your future reference: N2401012954-0012. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/18/2024

  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

  Date:09/06/2024

  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 am writing to formally raise a complaint* regarding the ongoing issues with my warranty claim for a wireless router purchased from ASUSTek Computer Inc. through their Amazon storefront on 03/09/2024 (order #***-4617035-1692211). The router in question is an ASUS RT-AX86U PRO (SN: R8IG5Q203012JML), covered by a 2-year manufacturer warranty, which I registered on 03/12/2024.*COMPLAINT IN ATTACHED PDF

  Business Response

  Date: 09/04/2024

  Hello,
  
  I am ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the inconvenience caused about your order for ASUS Router.
  
  I see the return window for your order have expired on April 11, 2024. I understand you have contacted the manufacturer for the warranty and they are delaying the process. I've shared your feedback with the concerned department to get this checked however I'm sorry, we are unable to take the action on this order.
  
  We offer a 30 days return timeline for eligible purchases, post this, we request our customers to contact the manufacturer for the help. I understand that they have delayed this process however I'm sorry again, we are unable to take the action. Please contact them again or redirect this complain to them who may be able to review the communication you had with them for necessary action.
  
  Thank you for your understanding and patience.
  
  Please feel free to contact us directly by replying to ********************************* if we can be of further assistance.
  
  We look forward to seeing you again soon.

   

  Regards,
  ********
  Amazon.com

  Business Response

  Date: 09/09/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that you have been experiencing these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  I have gotten a replacement order set up for you. The standard turnaround time is 7-10 business days, not including holidays or weekends. Once a replacement has been allocated, our facility will send you a form to capture the credit card hold. Once we do receive your device back, that would be released back to you. Once you do receive your replacement, we can also send you a prepaid shipping label to have your original device sent back to us with.
  
  Please take note of your case number for your future reference: N2408024164-0011. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/11/2024

  Dear **************,

   

  We have received your response to our Better Business Bureau complaint, and we appreciate your agreement to replace our ASUS Router Model RT-AX86U PRO under warranty. This resolution is exactly what we initially sought, and it appears that the grievance process could have been avoided to achieve this outcome.

   

  We also received the additional instructions via email to initiate the replacement process, including the temporary credit hold of $308.69 until the damaged router is returned (at my expense). We agree to follow these steps and will notify the Better Business Bureau to close the complaint once everything is finalized. A copy of this email will be shared with them for their records. We also have forwarded below the instructions email for reference.

   

  Thank you for your attention to this matter. We hope such situations do not arise again and look forward to continuing our long-standing business relationship.

   

  Cordially,

   

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

  ???? Viva Puerto Rico LIBRE!

  ?? ****************** 

         ******************

  ? *********************************

   ? *****************

  Customer Answer

  Date: 09/11/2024

  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

  Date:09/05/2024

  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.

  The ***** nuc 13 pro mini pc that we bought off of Amazon, has a warranty company weve been dealing with for over two months. The computer is still under warranty so we contacted them and we sent it in. Took them a month and a half to work on it. They sent it back without the power cord. Took them several weeks to mail the power cord back to us. Computer still doesnt work. So we contact them, we send it back with the power cord and it took them another couple of weeks. They sent it back a week or so ago with no power cord yet again. I order the exact one to see if computer is fixed and nope, same issue. Now they wont respond to emails nor calls regarding that theyve had it for 2 months with the back and forth and still not our power cord returned. We contacted Amazon and they wont help us with the warranty company. We contacted ***************** and they wont help us, so now we still have a broken computer with no power cord as well. They wont contact us back regarding that theyve had it twice but still havent fixed it nor about our power cord that they still have of ours.

  Business Response

  Date: 09/06/2024

  Hello *******************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today.
  
  
  I am very sorry to hear of the experience that you have endured regarding your NUC. I certainly understand how aggravating that can be. This is not the type of excellence that we strive for.
  
  
  I do see where the most recent order had been created. It does appear that there has been some communication with our facility regarding the next steps, based off of the serial number that we are showing was issued as the last replacement. If this is incorrect, I do apologize.
  
  Please take note of your case number for your future reference: N2408007705-0005. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22247644
  
  I am rejecting this response because: what replacement order? I am not aware of such a replacement. Please give all details to the so called replacement. 
  

  it is next to impossible to get anyone to discuss anything with. They still have not sent back our power cord and its been two weeks, btw. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/10/2024

  Hello *******************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize for any confusion. The replacement serial number that was issued for the previous order does show attached to a different account that the order has been placed for. If someone else has been in contact with our support regarding that device, they should have recently received an email regarding the next steps on how to proceed. If this does seem to be some sort of mistake, if you could please provide a copy of your invoice, I'd be more than happy to work to get this corrected.
  
  Please take note of your case number for your future reference: N2408007705-0006. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

• Initial Complaint

  Date:09/04/2024

  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 got two portable monitors manufactured by ASUS and they both had warranty issues. On the 15th they sent me an email telling me as soon as I sent in my portable monitors within 2 to 3 days they would have replacement sent out to me. I'll provide that email below the first thing I upload. This never happened They basically led me on and and last week they sent me a full screen monitor I did not ask for and does not come close to the original price of the portables touch screen monitors they took from me. I explain to them that I didn't want this didn't ask for it and I needed my original equipment or The same new replacement or a check so I can go get some new ones. They've been giving me the runaround this entire time I keep contacting support and they keep telling me they're going to call me back and do something for me and then they never do anything nothing ever happens.

  Business Response

  Date: 09/05/2024

  Hello ****** Loop,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that you did receive the incorrect model back. I certainly understand how aggravating that can be.
  
  
  I do see that a new order has been created to get you a new in box unit of the original model that you had sent in. It does appear that we are waiting to receive your replacement at our facility and that our facility is waiting to receive the new in box unit as well. Once both have been received at our facility, our facility will then send the new in box unit of the original model out to you.
  
  Please take note of your case number for your future reference: N2408039634-0011. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22240065
  
  I am rejecting this response because: They're holding my monitor's hostage They sent me some unrequested random monitor, now they think they can't send me my monitors. You need to send me my two portable touch screen monitors now like said you would when I sent them in also you have not sent me the label for that return that you told me you would send me I don't think the left hand knows what the right hand is doing. 
  
  Sincerely,
  
  ****** Loop

  Business Response

  Date: 09/06/2024

  Hello ****** Loop,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize for any confusion. I do show that a shipping label was created and sent to you on August 30 to have the incorrect model that you received sent back to our facility. If you did not receive it, I would be more than happy to have a new one sent to you as the order is already created to send you the correct unit once we do receive the incorrect one that you had received.
  
  Please take note of your case number for your future reference: N2408039634-0014. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22240065
  
  I am rejecting this response because: I was told by ASUS employee that they would be sending me out the new monitor with the shipping label for the one you sent in error the unrequested one and I'm waiting for that. You have no idea what has been told to me and you're just going off whatever I'm waiting for you guys to do what you said none of that has been true All you guys do is lie. Your liars and you stole my monitors. You sent me unrequested garbage and now you're using that garbage to not give me my property back.
  
  Sincerely,
  
  ****** Loop

• Initial Complaint

  Date:08/30/2024

  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 got a video card from a 3rd party on June 3, 2024 but it was found to be defective. It still carried an ASUS factory warranty until late 2026 so I got it replaced under warranty successfully. The replacement had an issue with the fans so that was sent back to ASUS for another replacement. This replacement worked for about 2 months in a gaming machine until it stopped working again, this time with green lines on the screen and code 43 in device manager. Upon trying to submit it for another warranty exchange, ASUS said it was out of warranty with an expired date in early 2024. That makes no sense, as the original unit and first replacement had warranty in 2026. An ASUS agent must have entered in or scanned the wrong thing when issuing the 3rd replacement that lasted 2 months. Now ASUS absolutely refuses to do anything without an invoice like from Amazon or Best Buy when the card I have now is one I got from ASUS. Further, their warranty policy says the warranty of RMA replacements run at least 3 months or until the original factory warranty would expire, whichever is longer. It's been less than 3 months since I got it from ASUS warranty service. This is unacceptable that ASUS suddenly demanding some paper that I don't have and that they never required before.

  Business Response

  Date: 09/03/2024

  Hello ***************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. 
  
  
  I am terribly sorry to hear that you have been experiencing these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  Depending on where your device was purchased from, and the condition it was sold in, it may not be eligible for the full manufacturer warranty. However, if you could please verify the serial number in question, I would be more than happy to see what replacement options we do have available.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2408041179-0002. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

• Initial Complaint

  Date:08/28/2024

  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.

  Contacted the company to ask for a coupon code for first responders and hospital workers was ready to check out with one of their products they just brushed off a customer very rude and non caring not sure if Asus cares about consumers or helping

  Business Response

  Date: 08/29/2024

  Hello *********************,
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today.
  
  
  I do apologize for any inconvenience that this situation has caused you. I can assure you that if we did have a program set up for discounts for first responders, we would happily go over that with you. Our current deals can be found at ********************************************************.
  
  
  Please take note of your case number for your future reference: N2408036879-0003. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22209748
  
  I am rejecting this response because:
  Generic response no help to consumer 
  Sincerely,
  
  *********************

  Business Response

  Date: 08/30/2024

  Hello *********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I am very sorry that we do not currently have any discount codes, coupons, or store credits that we could provide for first responders or health care works. I assure you that if we did, we would have gladly offered them to you. At this time we can only recommend viewing the current deals that we do have available on our website in the link that was previously provided.
  
  Please take note of your case number for your future reference: N2408036879-0004. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22209748
  
  I am rejecting this response because: generic response 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/27/2024

  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 new ASUS Strix ROG motherboard, upon delivery and during the build process I noticed issues with the *** ports on the board. I attempted to update BIOS and follow all FAQ and Support suggestions found on the web and their website. After exhausting my attempts to resolve I was at the 31st day of my purchase meaning I could not return it for a new product. Reason for the delay was not only due to troubleshooting at length. However my mother is Stage 4 terminal cancer and is dying, so I couldn't immediately spend all my time one this. I contacted chat, I was offered a repair which will not work as it's a business device. I was offered an ADVANCED RMA, however my ***************************************************************************************************************** faulty prior. I could have purchased refurbished when I purchased my motherboard for 3/4th the new board cost. This isn't a solution and there are extenuating circumstances. I escalated to level two customer support where someone named *********************, he took to call I explained the situation he didn't empathize and just said okay anything else I can do for you. Didn't offer any discussion. Then hung up on me after telling me to call back, I asked for a manager he said he was. I asked for corporate he told me to call back the number #************ to get someone else. I didn't and everytime he got the call he hung up. I called back a dozen or more times before getting a new board replacement.

  Business Response

  Date: 08/28/2024

  Hello *************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear to the experience that you have went through. I am here to help.
  
  
  I can set up an advanced replacement order for a new in box device as a one time courtesy, as the terms of the manufacturing warranty would only cover repairs or advanced replacements for recertified replacements. The credit card hold required would be for the **** of the device until we receive your current device back.
  
  
  If you'd like to go this route, I'd be more than happy to get this set up for you.
  
  Please take note of your case number for your future reference: N2408015389-0011.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

• Initial Complaint

  Date:08/27/2024

  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 bought a NEW Asus Laptop computer thru ************ associated dealers on November 30, 2023. It lasted a whole 7+ months before it STOPPED WORKING. Now, we attempted to contact the company to have it repaired and or replaced under ITS EXISTING MANUFACTURERS WARRANTY, THE COMPANY HAS STOPPED REPLYING TO OUR EMAILS. I gave them a copy of the invoice showing purchase order #, date, product, model & serial number, they TRIED TO SAY IT WAS OUT OF WARRANTY AFTER ONLY 8 MONTHS, WHAT GARBAGE!!!!!!***As a resolution, we want our money back from this useless ****************** will NEVER BUY ANOTHER ASUS computer again!!!!!

  Business Response

  Date: 08/28/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear of the experience that you have had. I certainly understand how aggravating that can be. I am here to help.
  
  If you could please provide the serial number to your device, I'll be more than happy to have this looked into for you from my side of things.
  
  Please take note of your case number for your future reference: N2408036756-0001. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22203421
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/30/2024

  THIS IS NOT A RESOLUTION.

  THEY ASKED FOR THE SERIAL NUMBER, WHICH IF THE LEFT HAND TALKED TO THE RIGHT IN THEIR OWN COMPANY, WOULD SEE THEY ALREADY HAVE IT, AND AN INTERNAL COMPLAINT #, wow!!!

  SN=N3NOCV15F586127

  "Thank you for contacting ASUS. Please take note of your case number for your future reference: N2408023399-0002".

   

  STILL WANT A FULL REFUND.

  THANK YOU

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

  Business Response

  Date: 08/30/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. 
  
  
  Thank you for providing that information. I do appreciate it. However, the serial number and case number that you did provide does show attached to a different account. With that being said, if the device was not purchased brand new from one of our authorized resellers, which can be found at ********************************************************, then there would only be a 90 day limited warranty from the time of sale. For instance, the device would have to have been purchased from an authorized reseller on this list through Amazon and not a third party reseller. I am sorry to say that a refund would only be able to be granted through the place of purchase during their allotted return window.
  
  Please take note of your case number for your future reference: N2408040516-0001. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22203421
  
  I am rejecting this response because:

  DEAR ****-

  You obviously dont know what you are talking about, and are wrong.  This item was bought NEW IN BOX from Amazon, already forwarded all of that info to your company.  To call me a liar is BULLCRAP pal, you obviously dont know one part of your anatomy from another, look to give any excuse to get rid of someone.  

  This was a brand new ASUS that didn't even last 8 months, my wife barely used it at all.  YOU MAKE A C*** PRODUCT AND DO NOT HONOR YOUR OWN WARRANTY.

   

  I OUTRIGHT REFUSE THIS RIDICULOUS REPLY< WANT A FULL REFUND OF A DEFECTIVE PRODUCT.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/03/2024

  I REJECT THIS OUTRIGHT LIE.  WE BOUGHT THIS COMPUTER NIB...NEW IN BOX FROM A DEALER ON AMAZON, ALREADY FORWARDED INFO TO ASUS.  LET THE BURDON OF PROOF BE ON THEM, THEY NEED TO SHOW PROOF THIS WAS PREVIOUSLY PURCHASED, AND IS A SECOND HAND COMPUTER, WOULD BE NEWS TO ME, WHAT A BULLCRAP REPLY, SELL A GARBAGE PRODUCT THEN REFUSE TO HONOR THE WARRANTY, REMINDS ME OF A HIT AND RUN DRIVER.

  NO *** NO WAY

  FULL REFUND NOW DEMANDED.

  ---

  Business Response

  Date: 09/03/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope you had a wonderful weekend.
  
  
  I do apologize for any inconvenience that this situation has caused. The serial number you had provide was only attached to an Amazon account link that we could not access as it is a personal account. However, the serial number does show that the device was purchased from seller KEINZU ********* which is not an authorized reseller of ASUS products, which can be seen in the previously provided link. With that being said, if you can provide a proper invoice that has the following information, not a link to a private Amazon account, we can certainly have this looked into further:
  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
  To ensure proper invoice verification, we are unable to accept bank statements, screenshots, forwarded emails, copy/pasted emails, and certain file formats (DOC, TXT, RTF). We apologize for any inconvenience this may cause.
  
  
  Please note, if you purchased your unit online, and do not have a printed receipt, it may be necessary to login to the store website where the unit was purchased and download a copy of purchase receipt/invoice.
  
  
  Please take note of your case number for your future reference: N2408040516-0002. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

• Initial Complaint

  Date:08/23/2024

  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 bought an Asus Vivobook in April 2023. The model # is F1502Z. In July 2024 while I was working on a ****** Sheet, it was having trouble. I decided to shut the computer down and restart. It would not initially shut down. Then, it did, but when it started back up, the screen was dark. There is no damage to the computer. I updated the Bios system based on other user reviews. The only way I could do this was by connecting it to my TV (since the Asus screen is dark, the TV acted as a monitor). After I updated the Bios, the problems only increased. The update caused me to lose my Adobe Pro subscription also. I just called Asus. After troubleshooting for 50 minutes (and putting me on hold repeatedly, at least 6 or 7 times--each time for "2 to 3 minutes"), the agent (for whom English was not his first language) told me I could send the computer in for an $85 diagnosis + shipping. This computer is just past the warranty period. I cannot believe this laptop was only usable for 14 months. It was a waste of my money. I will never buy an Asus product again. Ever. They sold me an inferior product. I cannot express how disappointed I am with Asus.

  Business Response

  Date: 08/27/2024

  Hello ***********************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that you are experiencing these issues with your device. I certainly understand how aggravating that can be. 
  
  
  I am also sorry to hear that the troubleshooting steps provided by our technical support team were not helpful. With the device being outside of the standard manufacturing window, repairs would not be covered. However, if you did decide to have it sent in, I can waive the $85 diagnostic fee as a courtesy, and provide a prepaid shipping label.
  
  Please take note of your case number for your future reference: N2408030548-0002.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/27/2024

  Complaint: 22187755
  
  Thank ****************. Before accepting this option, I have a follow-up question: Will Asus also pay for the return shipping charge?

  The waived diagnosis fee does help, but I have no idea how much it will cost to repair this faulty laptop, and return shipping will be an additional cost. 
  
  Sincerely,
  ***********************************

  Business Response

  Date: 08/29/2024

  Hello ***********************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  We would cover shipping both ways. I'd be very happy to get that order set up for you. I would just need your full shipping address so that we can have the labels created properly.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2408030548-0003.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/29/2024

  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.
  

  **** agreed to cover shipping, but he requested my address. I will add it here since I'm not sure where else to add it.

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

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

  **************, *******; 37075

   

  Thank you,

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