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:11/17/2024

  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 an ASUS G713PV-WS94 gaming laptop about 5 months ago.After about 2 months it started freezing within Windows during normal use, then lagging/stuttering during gaming. I reported it to ASUS who ran their software and insisted everything was fine and I could continue using it. About a month later the ** was unusable and was overheating severely - over 75 degrees Celsius while running normal tasks in Windows and over 95 degrees Celsius while gaming. That's when I contacted them again, this time I was very upset, and they created an *** and asked me to send it in for repair. After sending it in, within a couple of days, they stated that nothing was wrong with my ** and that they would send it back. I refused and had them conduct further testing. Suddenly, they found that the *** was overheating severely. They tried to bill me, claiming that my device was outside of warranty. So, I contested and sent them my original receipt, they confirmed I was within warranty, but would not give me a full year. I had the warranty issue escalated. Then, after they decided to waive fees for the repair, during a phone call, they stated that they couldn't find the issue so they just replaced the motherboard. They stated that they conducted thorough testing and that the device was no longer overheating and then sent it back to me. After receiving it, a couple of weeks later it had the same issues plus others. Regarding the warranty, ASUS recently agreed to honor the 1-year manufacturer's warranty. And, as of writing this, they stated that the device underwent repair and testing and that they would be sending it back soon. So, that's where I am, I'm guessing I will be in the same boat, and I assume that they are just ******** scamming consumers. And now I'm frustrated that I have to take another ****** when this ** comes back and hope it doesn't break again. This issue with ASUS has cost me a lot of time and money, other than frustration and stress.

  Business Response

  Date: 11/18/2024

  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 issue you have experienced with your device. I certainly understand how aggravating this has been.
  
  
  I do see that the warranty on your device has been updated in our system to show that it now set to expire on May 5, 2025. 
  
  
  I do also show that your device was marked as delivered yesterday Sunday November 17. The notes from our technicians state that they tried cleaning and reapplying liquid metal, but that didn't seem to help. Once that didn't work, I do see that they did replace the motherboard and it did pass the testing before being sent back to you. I do trust that you did receive your device and that it is working correctly for you.
  
  
  Please take note of your case number for your future reference: N2406029651-0033.
  
  
  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: 11/18/2024

   
  Complaint: 22568597
  
  I am rejecting this response because:

  Today I had to call ASUS support again because the device continues to overheat during normal operation, and it also lags during normal operation as well. I was told by an ASUS supervisor support member that they requested that I be sent a new device being that repairs keep failing. So, they instructed me to wait 1 to 2 business days for the approval. I told them that I would like a refund, but I was told that the refund is the last resort. I thought this is cruel, because it essentially forces consumers to deal with the problems and stress of a defective device until ********************** decides to issue a refund. I do not feel confident that a new device will fix my issue. ASUS has too many bad reviews and ******* videos about them for me to feel confident in them. Please help me get my refund so that I can move on.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/19/2024

  Hello ******** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I am sorry to hear that you are still experiencing the same issues. I certainly understand how aggravating that can be. We would be more than happy to set up another order to have a recertified replacement issued to you. If you'd like to go this route, I would please need you to verify your full shipping address and serial number of your device. 
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2406029651-0036. 
  
  
  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: 11/21/2024

   
  Complaint: 22568597
  
  I am rejecting this response because:

  I have had such a bad experience with ASUS that I no longer want/will to be an ASUS customer. I would like a refund. I am a full-time student, and it was very difficult to pay for the device to begin with, and the experience with this ASUS device has not made me feel confident that ASUS is a reliable and trustworthy brand when it comes to gaming PCs/Laptops. I feel like ASUS sending me another device is forcing me, against my will, to stay an ASUS customer and I don't approve of such practices. ASUS is a rich company; ASUS shouldn't have a problem giving its customers refunds for defective devices.
  
  Device Serial #: ***************
  My Address: *******************************************
  

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

• Initial Complaint

  Date:11/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered computer in September 26 of 2024 from Best Buy model #Q425MA-U71TB SKU:6568761 Less than one month later my computer would not turn on. I took the computer to Best Buy and the technicians could not fix it. It had to be shipped to **** per manufacturer warranty. The computer was taken in to Best Buy 10/21. 10/30 emailed received from ******** stating parts had been received and were awaiting media restore from the manufacturer. 11/1 received email stating repair should be completed in 1-2 business days. 11/5 received email from ******** stating parts are on backorder from the manufacturer with no ETA. 11/5 asked for clarification because previous email stated all parts received. 11/5 email back from Best Buy-Apologies for the delay getting back with you. Previous the *** was delivered and we was waiting on ASUS to provide the media to be able to restore the unit. Once it was received then another part (Motherboard) had to be ordered which is now on backorder. With the repair being covered under MFR warranty, we would have to wait for ASUS to provide us with the motherboard or to authorize an exchange. The motherboard was ordered today so hopefully it doesnt take long to arrive. 11/7 email from Best Buy Unfortunately, we do not have contact information to give out regarding part status but do have great news. All parts have been delivered as of today. The repair should be completed in the next ***** business hours barring any unforeseen issues after testing. I will continue to monitor and reach out with any updates course, and sorry for the inconvenience and delay getting back to you. 11/11 email from Best Buy The *** tracking number is 1Z2083X04269060694 which is expected to deliver to the address on file tomorrow. A signature for delivery will be required as well. If you have any questions, dont hesitate to reach out again. Email sent to Best Buy 11/16 stating same thing has happened to computer again.

  Business Response

  Date: 11/18/2024

  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 this issue with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  Some basic troubleshooting can be found at *********************************************************. If by chance it doesn't, could you please go into a little more detail as to what it is exactly you are experiencing? Also, if you could please provide the serial number of your device, I would be more than happy to see what we can do to get this issue resolved.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2411020646-0001. 
  
  
  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: 11/18/2024

   
  Complaint: 22567851
  
  I am rejecting this response because:
  Ive included detailed information about what the issue is along with the serial number. 
  Sincerely,
  
  ****** **********

  Business Response

  Date: 11/19/2024

  Hello *********************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do apologize for any confusion. I am showing where the *** and model number were provided. The serial number would be separate. The serial number is typically on the bottom of the device or original device. Some tips on how to find it can be found at ************************************************************. We would need the serial number to see about getting your device properly repaired.
  
  Please take note of your case number for your future reference: N2411020646-0002.
  
  
  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: 11/21/2024

   
  Complaint: 22567851
  
  I am rejecting this response because:

  this is the same response without anything further. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:11/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three items from Asus, which only one arrived. I was asked by Asus to do a charge back as they had no proof of delivery, just a tracking number. They did submit insurance, proof of delivery of any kinds and took my money out of my account. They repeatedly do this to customers. I want my money back

  Business Response

  Date: 11/18/2024

  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 second part of your order. I certainly understand how aggravating that can be.
  
  
  I am showing that the order was separated in to two different packages. Both are showing scanned and delivered by ***** to have been delivered on September 13 at 6:56 PM. With that being said, if you are certain that the second package was misdelivered and cannot be located anymore, the only option we would have if you were to open a chargeback with your bank. From there we will disable any warranty associated with the product and work closely with the bank.
  
  Please take note of your case number for your future reference: N2409025024-0015.
  
  
  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:11/16/2024

  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.

  Sent in my ASUS device for repair through RMA back on 9-27-24. They refused to fix the device even though its under warranty till 11/25. They sent it back, I opened a case with them during this time period to let them know I wont be accepting this package and Im requesting a new product as my product is under warranty. Now during this time my package is not deliverable for the first 2 days it goes out for delivery. On the third day it is mysteriously delivered to another location where it is supposedly signed for. I received nothing and I begin my dispute with both ASUS and *****. ***** says they cant recover the package or provide me with the signature they supposedly have for the package. So now I wait even longer for ASUS to file with ***** as thats what ***** says needs to take place. ***** denies the claim to ASUS saying it was delivered and signed for, again they cannot show me the signature so this is just fake as can be, trying to cover their s**** **** ASUS emails me and basically says Im out of luck and youll never receive your device back. I do not accept that answer and I request ASUS and/or ***** pay compensation for a new device or send a new device.

  Business Response

  Date: 11/18/2024

  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 of the experience that you have had with your order. That is not the type of excellence that we strive for.
  
  
  I do see in the notes from our technicians that our facility did replace the adapter for your device. I do apologize that your device was not delivered back to you. I do see the notes from ***** do show that it was signed for like you had mentioned. However, I do not see an actual signature on the delivery details. I do also see that our support team has put in the request about getting this disputed with *****. I would be more than happy to continue to monitor the progression and provide any update as they do come through. I do know it can take up to 14 days for everything to be worked out with *****. Please feel free to email directly and I will be happy to assist in anyway that I can.
  
  Please take note of your case number for your future reference: N2409039795-0009. 
  
  
  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: 11/18/2024

   
  Complaint: 22565079
  
  I am rejecting this response because:

  You all already did the dispute with ***** and we waited 16 days 2 days past the 14 day period just to hear that ***** wont be doing anything. At this point I would just request a new charger be sent out, maybe not through ***** this time. Thanks  

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

  Business Response

  Date: 11/19/2024

  Hello **** *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do apologize for the confusion on my part. I was under the impression that the entire device was missing, not just the adapter. I have put in the request with our facility to have the adapter sent out to you. I have also put in the request to have the shipping expedited as well. The standard turnaround time is 7-10 business days, not including holidays or weekends. However, I am hoping that it is able to be sent out quicker than that.
  
  Please take note of your case number for your future reference: N2409039795-0011. 
  
  
  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: 11/25/2024

  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:11/13/2024

  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.

  On 11/10/24 my Asus RTX *************************************** the fan mechanism causing overheating. The ** was purchased in December of 2022. I called the ** Manufacturer who informed me that their direct warranty was only good for one year, but I was told that Asus had a three year warranty on their products.I filled out a support ticket and was informed by the system that my proof of purchase was not valid and the product was out of warranty. On 11/13/24 I contacted Asus phone support and after going back and forth I had to provide them with an invoice from the ** maker to show the ** was ordered in December 2022 and shipped in January 2023.Asus tech support refuses to accept this as a warranty claim, however their warranty says the period of the warranty is 36 months or three years.The product is in the warranty period no matter how much I try to explain this to Asus. The product was not tampered with nor was any third party or overclocking software used to pass the recommended product limitations and performance. They are arguing their warranty is only 12 months no matter how much back and I forth.

  Business Response

  Date: 11/14/2024

  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 are experiencing this issue with your graphic card. I certainly understand how aggravating that it can be.
  
  
  I do show that your device does only has a 12-month warranty. The warranty is also validated as **************************************************************** pre-built systems and not a stand alone unit.  This is the reason the warranty is not 36 months. Components purchased for pre-build or build purchases are not the same as stand alone components purchased directly from ASUS or an authorized reseller. You should be able to bring the complete pre-built system back to the reseller or builder for support and not remove components to seek separate warranty terms from vendors since the unit is pre-built by design.
  
  
  I do hope that this information is helpful.
  
  Please take note of your case number for your future reference: N2411014136-0007. 
  
  
  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,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:11/11/2024

  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 laptop from ASUS on September 24th, but when it arrived, it wouldn't turn on. I contacted ASUS support, who provided a return label. I promptly packed the laptop in its original box and shipped it via *****. However, a week passed with no updates on the tracking, so I reached out to ASUS again. They responded, saying they couldnt assist because the package was shipped from a different town. I explained that the shipping location shouldnt matter and provided proof of the shipment's legitimacy. Since ASUS still hasnt resolved the issue, Im now contacting the Better Business Bureau to both make a complaint about the business.

  Business Response

  Date: 11/12/2024

  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 situation that you have endured. That is not the type of excellence that we strive for.
  
  
  I have reached out directly to our Sales team and team that works directly with ***** to see about getting more information as to they whereabouts of your device and package. They do typically get back to me within 1-2 business days. I assure you that once they do, I will be happy to share that information. I greatly appreciate your patience as we work to get this corrected for you.
  
  Please take note of your case number for your future reference: N2410002269-0009. 
  
  
  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,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:11/08/2024

  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 needed an RMA repair service for my motherboard At the time it was already installed in my computer so I called in to ask if I could just send in my entire system & give permission to work on it I was told it would be "no problem" verbatim When I received my unit back everything was trashed My CPU cooler was bent & the case was broken everywhere they severely mishandled my property I was then told I couldn't have sent in my entire *********** didn't touch it, they claim they just opened it & sent it back but how do you explain the tape that was used to keep the broken parts together? & How does a CPU cooler get bent just by transit?None of it made logical sense they just didn't want to help me

  Business Response

  Date: 11/08/2024

  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 described. That is not the type of excellence that we strive for.
  
  
  I do see that you have been in contact with ****** from our Corporate Customer ********************** team regarding this situation. I have reached out to her to let her know that you have contacted through avenue. She would be the one best suited to continue to work with you to get this resolved. I do show that she had previously requested your invoice. If possible, please reply back to her with that. 
  
  Please take note of your case number for your future reference: N2304000865-0303. 
  
  
  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:11/06/2024

  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 started a *** repair for my recently purchased gaming monitor the monitor failed and died on me and stopped powering on i sent my monitor back to asus they told me they would replace my monitor but never sent me my replacement instead they said they never received the monitor but i have confirmation that they did indeed receive it please send me my replacement monitor asap its going on a months time please help Me. Attached are my documents!!

  Business Response

  Date: 11/07/2024

  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 of the delay regarding your replacement order. I certainly understand how aggravating that can be.
  
  
  I do see that you have been in contact with ****** in our *********************** team. She would be the one most suited to help assist and get this resolved for you going forward. I do apologize for the inconvenience that this situation has caused you.
  
  Please take note of your case number for your future reference: N2410031769-0044. 
  
  
  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: 11/07/2024

   
  Complaint: 22523393
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

   

   

  i will not be satisfied until my replacement monitor is shipped out so i can continue my work

  Business Response

  Date: 11/08/2024

  Hello ****** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do understand where you are coming from. I really do. I do see that you have been in contact with ****** regarding the repair order on your device. At this time, you would need to continue to work with her to get this issue resolved.
  
  Please take note of your case number for your future reference: N2410031769-0047. 
  
  
  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: 01/06/2025

  Sent in all required documents still have not received my replacement monitor yet please send me my monitor please this is a real headache and very frustrating ****** asked me for my tracking number which i provided her but they have not sent me my monitor i used a prepaid shipping label that was sent to me via email from asus please give me a resolution immediately.

  Business Response

  Date: 01/07/2025

  Hello ****** *****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I am sorry to hear of the inconvenience that this situation has caused you. I do see that ****** has asked for the original invoice from your purchase to look into the possibility of additional options. At this time, you would need to continue to work directly with her, as she would be the one best suited to assist going forward.
  
  Please take note of your case number for your future reference: N2410031769-0078. 
  
  
  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: 01/07/2025

   
  Complaint: 22523393
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  she originally told me my ***** claim was approved and i would receive my replacement monitor please send it its been 3 months i have been without my monitor i don't want to file a lawsuit i have the proof in email she told ne it would be replaced after the ***** claim was approved already. 

• Initial Complaint

  Date:10/29/2024

  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 am filing this complaint due to ongoing issues with ASUS regarding the repair of a device ****** NUC) purchased with a pre-installed RAM and SSD. Despite the device being sent for repair with all internal components intact, ASUS has returned it multiple times in an unusable state, with key components missing. This ongoing delay and lack of clear resolution have impacted my operations and resulted in additional ******************************** RMA Submission (September 13, 2024):Device Serial Number: ************ Device sent to ********************** for hardware repair due to persistent boot errors and freezing issues. The device was shipped with the original RAM and SSD installed.ASUS assigned RMA Number: USKMS90087.Return of Device Without Components (Following RMA):Upon return, the device was missing the installed RAM and SSD, rendering it non-functional. This is the third RMA for this device, and ********************** did not provide any resolution for the missing components.Escalation to ASUSs Office of the CEO (October 1 - October 23, 2024):ASUS acknowledged the error and committed to locating and reintegrating the missing components, with updates every 48 hours. Despite multiple communications, ASUS has failed to return a fully functional unit.ASUS issued additional RMAs without clarifying how the device was being tested without its internal components. No concrete timeline was provided for returning a fully operable device.Request for Replacement Components:Due to delays exceeding one month, I requested comparable replacement parts for the missing RAM and SSD. ASUS has yet to respond to this request, nor have they provided alternative solutions to mitigate the downtime.led with repeated updates that yielded no progress, have left me with an unusable device.Resolution Sought:Provide comparable replacement components immediately.

  Business Response

  Date: 10/30/2024

  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 have been going through this situation for as long as you have. I can only imagine how aggravating this has been for you.
  
  
  I do know you have mentioned the 1-2 business day turnaround time for responses from other departments. I am sorry to say that I have reached out directly to our facility to see if we have other components that we can offer if your original are not able to be found. With that, we would have to wait the 1-2 business days to have that department do their research and reach back out to us. I assure you that as soon as I do receive feedback from them, I would be more than happy to share it with you. Please feel free to respond to the email address below.
  
  Please take note of your case number for your future reference: N2409042664-0012. 
  
  
  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,
  **** *.
  **************************************************************************

• Initial Complaint

  Date:10/28/2024

  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 Zenbook S16 from Asuss official store. The laptop arrived and over the course of 1.5 months endless issues have shown themselves. Asus sent a technician out who was unable to resolve the issues (even replaced the motherboard) and could not determine what is causing them. I have had many issues with Windows, MAYBE its Windows. What does it matter if its Windows or Asus? You cant even identify what is causing the issue, much less repair it. This is a brand new laptop, $2,000. I have spent 50+ hours on the phone and on emails and in person now, trying to fix what came straight out of the box and what they admit to be a defective device. However, because it is past the 7 day ***** they refuse to offer full refunds. They only offer repair. Except, as I just stated they cannot repair or even identify what is causing the issue! So what do I do here I ask? They have no solutions and said to contact them each time the problems arise. Asus should not be allowed to sell this computer. They should be required to buy them back if it has issues they cannot repair. I bought the top of the line model, Ryzen 9 HX ai, 32gb, 2TB.

  Business Response

  Date: 10/28/2024

  Hello ******** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope you had a wonderful weekend. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have endured with your device. I certainly understand how aggravating that can be. That is not the type of excellence that we strive for. I am here to help.
  
  
  I do see that you have stated you have had many issues with Windows, If you don't mind, could you please go into details as to what these issues are? Are you only having issues with Windows?
  
  
  Also, if you could please provide the serial number of your device, I'd be more than happy to look into what options we do have available on our side. With that being said, refunds would only be granted during the allotted return window.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2410034793-0001. 
  
  
  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: 10/28/2024

   
  Complaint: 22480958
  
  I am rejecting this response because:

  My S/N is: S6N0KD000976257

  No, I do not believe it is a Windows issue, that was the the response from the Asus technician who replaced the motherboard yesterday, that it might be Windows. After the motherboard didnt repair the issues, he said he will order a new camera and facial recognition hardware to replace next. 
  

  I am not tech savvy, but here are the issues:

  -Facial recognition regularly fails. It is better since the replacement of the motherboard yesterday, but even with the technician sitting here it failed multiple times after. This feature should work 100% of the time, not 70% etc.. the computer is brand new

  -Extreme lagging and freezing. I have videos of the lagging and freezing, including task manager freezing and requiring a forced shutdown by holding power button. I do the most basic of tasks on this computer, internet browsing mostly. It should not be freezing like this. The specs regularly skyrocket from genuinely the most basic of tasks.

  -Overheating, this computer runs at 80 degrees Celsius + on a regular basis while performing the most basic tasks. I have purchased a massive fan to sit the laptop on when at home. The technician said hopefully the motherboard will repair this, we will see, as I do not know how much those are related. 

  -Login issues, I go to login and it says I do not have an existing PIN. I have to login into ********* and go through the process it recommends, only to be told again it does not work. Again, I am not tech savvy enough to explain this but I have pictures of the errors and the technician arrived here yesterday while I was locked out (code: 0x80284001) of the computer due to this. Usually I have to reset the entire computer forced reboot which often leads to a blank screen freeze situation. Regardless the acts take 30 min + each time. This is an issue when I have a zoom meeting and have missed multiple scheduled meetings because of this.
  

  -Zoom meetings will randomly fail, I will be in the middle of a meeting and the camera and microphone shutoff 1.5hrs in for no reason (hands off the laptop) and wont turn back on. I havent been able to do a zoom meeting in 2 weeks due to this. Though, admittedly I havent tried since receiving the new motherboard yesterday.

  I dont need a refund, I just want a working computer. This is way too nice of a laptop to be having these kinds of issues straight out of the box. Personally, even if it was a store credit that I could replace the Zenbook for a different model that has been through the beta testing periods etc.. Id be happy. I do the most basic of tasks and have had endless and near daily issues, 90% of the time I turn it on.
  

  I could go on a long rant about the initial process of receiving this computer (arrived in damaged opened box, told by Asus I must reject the box or accept a voided warranty, I had to wait 1 month to receive the new one, even though the money was already taken from my account). My biggest issue is just the embarrassingly slow basic tasks, I cant use Zoom? The internet freezes while Im working and/or with people? I have the Ryzen 9HX 32GB. This should not be happening.
  

  These issues were not present enough in the first 7 days of usage, as I was mostly transferring over and setting up the new computer in this time. As it became clear, I quickly spoke with Asus customer ********************** by phone, by email, and by social media. With essentially no helpful responses until last week when they sent a technician out. 

  I appreciate your time and know this is not your fault, but I am extremely frustrated with the entirety of this situation. Well see what happens when they order and replace the facial recognition parts. Who knows when this will be, but that still does not address the lagging and freezing (I dont believe). All Im looking for is a computer thats able to handle my extremely limited computer usage. 
  

  Thank you for your time.

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

  Business Response

  Date: 10/31/2024

  Hello ******** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. 
  
  
  Thank you for providing that additional information. I do appreciate it. I do look forward to receiving more updates after you had some more time to test the new motherboard. I do agree that your device should be able to run these programs with no issues. 
  
  
  When you were speaking with our customer ********************** by phone and email, did they by chance provide any reference or case numbers that I would be able to review? I certainly want to do all I can to help get this resolved for you as quickly as possible.
  
  Please take note of your case number for your future reference: N2410038778-0001. 
  
  
  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: 11/05/2024

   
  Complaint: 22480958
  
  I am rejecting this response because:

   

  I do not have numbers, multiple times they said they would call me back and did not. I can show you the many different calls and time on the phone spent with them, but I do not have Asus reference numbers.

  the laptop is still having issues. Ive sent the repair tech the videos, who forwarded them to Asus (Im guessing hes a contracted **** who told him, and Im quoting, Hello, I sent your video to Asus this afternoon. Asus is aware of the problem. Now Asus has sent a new main board and it will arrive on Thursday-Friday. I will come to you with the main board and the haskdisk with Windows. 
  

  so now hes coming to replace the motherboard again. As if two brand new motherboards were bad.
  

  How many times will I have to go through this before Asus accepts they sent me a defective laptop? I would like either an Asus credit or a refund and I will agree to not spread negative comments about my experiences and move on from this issue. You sent me a brand new laptop that has had nothing but problems straight out of the box. I have not made it even 5 days without a major crash. Ill authorize any kind of tech to jump on it and view, I have not done anything to it. I surf the web and use zoom and ******* and a couple basic games. Thats the extent I use it. I am not tech savvy and do not abuse this laptop in any manner. 
  

  This is my first experience with Asus and it came from a friends recommendation. He feels terrible now, and I have lost many hours and a lot of work hours due to this. This is an Asus error not a user error. Please refund or issue credit and Ill return this computer and move on. 
  

  Best regards,

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