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:08/28/2024

  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,

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

  
  

• Initial Complaint

  Date:08/16/2024

  Type:Order 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.

  Unfortunately, going through the BBB is the only way to get anything resolved with Asus. My wife received a new Asus laptop for her birthday. According to all of the reviews on ******** the laptop was supposed to come with a protective sleeve in the sealed box with the laptop. When she opened the box, the pocket where the protective sleeve was supposed to be was empty. I called Asus support to tell them about the problem and see if they could send us the missing sleeve. They insisted we had to contact Amazon since that's where the laptop was purchased. What is Amazon going to do? They didn't package the laptop - Asus did. Why does this have to be so difficult?

  Business Response

  Date: 08/19/2024

  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 did not receive the protective sleeve when you had purchased your device. I certainly understand how aggravating that can be.
  
  
  While the serial number we have on file shows that the device was originally sold to ******* I'm afraid it does sated on our website at ************************************************************************************************* that "Included accessories vary according to country and territory. Please check with your local ASUS retailer for details." I do apologize that the sleeve is not something that we would be able to have sent out. I do apologize for any inconvenience that this situation has caused you.
  
  Please take note of your case number for your future reference: N2408020997-0002. 
  
  
  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:08/13/2024

  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 sent in my ASUS ProArt monitor for warranty repair over 1 month ago. I had to buy the shipping materials myself. The repair department received the monitor on 7/15/24. I have been told many times that it was either waiting for parts and then that they had parts and it was being repaired. I was told over 2 weeks ago that parts arrived and it was being repaired. I have asked them to send me either a refurbished monitor or a new one because they are taking too long. I have lost trust in this company as a result of this very bad customer **********************. I want immediate resolution. I don't have a monitor an can not use my computer

  Business Response

  Date: 08/13/2024

  Hello *******************,
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today.
  
  
  I sincerely apologize for the inconvenience that this situation has been for you. I do see that our repair facility did receive the final parts needed to work on your device and that they are currently doing that at this moment. I do also see that a request has been in to have the order expedited and have your device overnight shipped to you once the final testing has been completed.
  
  Please take note of your case number for your future reference: N2406020218-0016. 
  
  
  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:07/29/2024

  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 so so frustrated. I purchased an Asus Rog Ally handheld gaming system from Best Buy in February 2024. The *** is defective. We did try all of the troubleshooting steps including a full factory reset, the hardware itself is defect. Per Asus it IS covered by the full manufacturer warrant. Also per Asus we must take it to Best Buy for warranty work. Best Buy refuses, they say the manufacturer must take it directly. I've been kicked back and forth. Both agree that the defective unit is under warranty, they are each trying to make the other deal with it.

  Business Response

  Date: 07/30/2024

  Hello ******************************,
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that you have had these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  I'd be happy to have the order set up to our repair facility to have your device repaired. I would please need you to verify your full shipping address and the serial number to your device. Then I can create the order and provide a prepaid shipping label. 
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2407036983-0002. 
  
  
  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: 07/30/2024

  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:07/24/2024

  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.

  July 13 Asus Laptop Caught fire in my home neat destroyed it.Refuse to compensate for any damages.

  Business Response

  Date: 07/25/2024

  Hello *****************,
  
  
  Good afternoon. 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. I can only imagine how stressful this has been for you. 
  
  
  After reviewing the previous interactions on the account, it does appear that it was concluded that the incident started from an outside source. That, along with discrepancies regarding tearing out a wet carpet but the fire reporting showing no water being used, I am sorry to say that that we would not be providing further compensation. 
  
  
  I do see that you have been in contact with ****** with our *********************** team. She would be the one best suited to assist with this particular situation. Please continue to reach out to her directly.
  
  Please take note of your case number for your future reference: N2406017728-0057. 
  
  
  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:07/23/2024

  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.

  DON'T BUY ASUS COMPUTERS FROM THEM OR BEST BUY!!! On July 23, 2024, my 6-month-old ASUS Vivobook crashed. It required a reinstallation of Windows. When it got to the required internet connection it said it couldn't find a connection. After talking to customer ********************** the first time, the rep told me to take it to Best Buy where I bought it from (which is on the other side of town) for servicing. Best Buy nearly laughed and said they don't do that unless I buy a service contract. When I called customer ********************** again, a supervisor told me I had to wait 48 hours for a tech team to respond to them. WTF! She barely addressed my frustration and embarrassment at Best Buy. Everything they said is verbatim to the responses listed here. Are they even human? When I explained that I needed my computer for work, they robotically said "We understand," but there is nothing they can do until the other team gets back to them. When I asked for another supervisor, the rep said she was the highest level I could reach. Wow! Really? I already know what's going to happen. They are going to require me to send my computer back to them (which means I can't work) and I will be left computerless and without income.

  Business Response

  Date: 07/24/2024

  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 your device crashed and is now not wanting to connect to the internet. I certainly understand how aggravating that can be. I am here to help.
  
  
  I do see where you have spoken to our support team and how they had forwarded your information over to our technical team to see if they might have any other suggestions. All of the drivers for your device can be found online at ********************************************************************************************************************************************************************************.
  
  
  If your device cannot be repaired remotely, we would be more than happy to create the order to have your device sent to our repair facility. We can also provide a prepaid shipping label as well.
  
  Please take note of your case number for your future reference: N2407028105-0006.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22034371
  
  I am rejecting this response because: The proposed solution, "All of the drivers for your device can be found online," assumes I can connect to the Internet. Did they even read my issue? I can't connect to internet because, I can't install Windows because, I don't have the recognized drivers. Amazingly, they don't even support to walk me through the installation of those drivers. If they want to make things right, they should overnight a replacement with a *** label to return the defective unit.

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

  Business Response

  Date: 07/25/2024

  Hello ***************************,
  
  
  Good afternoon. I hope your day is going well.
  
  
  I sincerely apologize for any confusion. I do understand that your device is not currently wanting to connect to the internet. I do see that our technicians are looking into see what other options or suggestions they have to get this resolved for you. I sincerely apologize that we have not yet received an update on this request from them. If they are not able to come up with a resolution, then we can certainly look into the option of having your device sent in to our facility to be repaired under the terms of the warranty.
  
  Please take note of your case number for your future reference: N2407028105-0008. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22034371
  
  I am rejecting this response because: After an email by **************** from the Service Center for ASUS Product Support, his recommended solution was insulting. First, he is asking me to wait an additional ***** hours for the tech team to look into the problem. I am on day three now with no working computer. They already asked me to, "Allow up to 48 hours for the tech team to respond." This is not a difficult problem to solve, but per the terms of the warranty I have to let them initiate the servicing of repairs. Then, he informs me that I can conveniently use their Chat With Us service to speak with a tech support team member. This is flagrantly false. After answering and accepting several acknowledgements, the automated response once again told me to go to Best Buy for servicing. There was no chatting whatsoever. No one answered the que. No one asked for a case number. This is the same lie that the first customer ********************** representative told me. So now, we are going in circles. Go to Best Buy to get service (Best Buy only will only service computers with a service plan purchase). Give us more time (This cannot be the first time this issue has appeared). NOT ACCEPTABLE. Please see the recommended fix by the automated "chat" experience below.

  "Thank you for your being a valued ASUS customer. In the unlikely event that your ********************** requires warranty service, please contact Best Buy for support at ************** or visit *********************************. For general Self-Service or obtain general product information, or to register your product visit: ***********************************************." - ASUS Chat With Us
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2024

  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 have purchased asus zenbook 14X oled in best buy on september 27th 2023,i have got issues with my speakers hardware component, so i tried contacting asus directly but asus customer care said that you need to go where you purchased for the claim still product is under warrenty.So i went to best buy for the issue but it denied and said to contact asus after all asus said i need to ship the product to get it done.I cannot ship my product because currently i am pusuing masters, Which i will not able to manage without laptop and i am okay for one week but thay are saying it takes 20 days and more to geyt it done. So need a laptop replacement . my product is under warrenty.my product number serial number is ***************.

  Business Response

  Date: 07/30/2024

  Hello ***********************************,
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear of the issues you have been experiencing with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  If the troubleshooting steps provided by our support team were not helpful, then the next step would be to have your device sent in to our repair facility so that our technicians can have it repaired for you. Once received, the standard turnaround time is 7-10 business days, not including holidays or weekends. If you'd like to go this route, we would please need your full shipping address to have a prepaid label sent to you.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2403023060-0006.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22016122
  
  I am rejecting this response because:

  I am a student and cannot do all my assignments and Homeworks with out tha laptop for 10 days, I will be not able to manage all the stuff I need to work on my laptop, that's the reason I asked for the replacement.
  
  Sincerely,

  *********************** Grandhisila

  Business Response

  Date: 08/05/2024

  Hello ***********************************,
  
  
  Thank you for contacting ASUS CEO Department.
  
  
  Good afternoon. I hope you had a wonderful weekend.
  
  
  I completely understand where you are coming from and what an inconvenience this situation can be. However, if our technicians were not able to complete the repair on your device, then they would issue a replacement. If you'd like to have a repair order set up for your device, please provide your full shipping address and I'd be more than happy to get that set up for you.
  
  Please take note of your case number for your future reference: N2403023060-0007. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  ASUS CEO Department

  Customer Answer

  Date: 08/06/2024

  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.

  My address is ***************

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

  Customer Answer

  Date: 08/14/2024

  Hello pats,

  I am reaching out about complaint 22016122,

   Reference number is N2403023060-0007,

  I have accepted there response and they asked me to share my shipping address so that they will repair my device but it's been almost 8 days and there is no response from them and the complaint is closed in BBB.org. please help me in this regard and get me my device repaired as soon as possible.

  Thank you 

  *********************** Grandhisila.

   

  Business Response

  Date: 08/15/2024

  Hello ***********************************,
  
  Good afternoon. I hope your day is going well.
  
  We were able to get the repair order created for your device. Multiple emails were sent to the email we have on file regarding the packing instructions and prepaid shipping label. If you did not receive those, please provide an updated email address so that we may have those resent to you.
  
  Please take note of your case number for your future reference: N2403023060-0009. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/19/2024

  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.

  I haven't received any email from you and there is no email of mine in Asus you just asked for my address to create the shipping labels, now you are saying that we have sent multiple emails. My email id is *************************** I'm just receiving promotional mails thats it.

  That's the reason why I have raised complaint in BBB I know about your service and and then seeking for the replacement of my laptop. Please stop playing games and solve my issue.
  
  Sincerely,
  
  ***********************************