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:09/04/2024

  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 purchased an ASUS Tuf Gaming laptop for my son in April of 2023. This laptop is very clearly advertised for its ruggedness, durability and "MILITARY GRADE TOUGHNESS". Needless to say, this laptop was dropped one time off of the couch and completely stopped turning on. I contacted ASUS customer care, they informed me that the laptop is out of warranty and will cost $85, just to look at it. This product should be flagged for false advertisement, as the website states that it has been '"drop, shake, heat, cold and humidity" tested. My 8 year old child only uses this laptop at our home and it was broken within 17 months. The website advertising the product as a durable laptop is why I purchased it. I was misguided by the false information on the website. Of the 3 laptops in my house this "Tuf" laptop is the least durable and the only one that has been broken, despite the "durable design".

  Business Response

  Date: 09/05/2024

  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 your device is no longer working. I certainly understand how aggravating that can be. I am here to help.
  
  
  I do show that the device is outside of its 12 month warranty window. With that being stated, I can set up the order to have your device sent to our repair facility and have the $85 diagnostic fee waived as a courtesy. However, as the warranty has expired, there would be repair costs associated that would have to be determined once our technicians were able to diagnose your device. I can also provide a prepaid shipping label.
  
  Please take note of your case number for your future reference: N2403006053-0004. 
  
  
  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: 09/05/2024

   
  Complaint: 22241482
  
  I am rejecting this response because: Asking me to pay for repairs does not resolve the faulty product and false advertising. I purchased this product for its advertised durability and it has proven to be the least durable laptop product that I have purchased. I  looking for the product refunded or repaired at no cost and the false advertising taken off of your website, so that others do not fall prey to it. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22241482
  
  I am rejecting this response because: Asking me to pay for repairs does not resolve the faulty product and false advertising. I purchased this product for its advertised durability and it has proven to be the least durable laptop product that I have purchased. I  looking for the product refunded or repaired at no cost and the false advertising taken off of your website, so that others do not fall prey to it. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2024

  Hello ***************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope you had a wonderful weekend.
  
  
  I do understand where you are coming from. I really do. However, repairs would only be covered during the term of the manufacturer warranty. However, with that, physical damage would not be covered, per the terms of the warranty. If you do decide to have your device sent in, I would be more than happy to get that order created for you, provide a prepaid shipping label, and waive the diagnostic fee. With the device being outside of the manufacturer warranty window, I am sorry to say that we would not be able to have the repair done at no charge or issue a refund for the physical damage caused from it being dropped.
  
  Please take note of your case number for your future reference: N2403006053-0005. 
  
  
  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: 09/09/2024

   
  Complaint: 22241482
  
  I am rejecting this response because: Once again, this is false advertisement. You advertise this device as being "MILITARY GRADE DURABILITY". Considering a resolution is not being made, I may need to seek further legal counsel due to your false claims. 
  
  Sincerely,
  
  ***************************

• 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 purchased an external touch screen monitor from this company on 1/1/2023. It was the ZenScreen Touch MB16AMT. It failed right away and would not stay on even after numerous calls with tech support to troubleshoot. Since it was under warranty, they asked that I send it in for repair. After completing the process and being without my product for weeks they sent me the unit back and I reregistered that product on 6/13/2023. They extended the warranty on it until 02-08-2026. The unit I received back is also not working and turns off after 2 minutes. I reached out to tech support the week of 8/19/2024 and they could not provide a solution over the phone during troubleshooting. Their solution to the issue is to once again send in the unit for repair a second time.I am not comfortable with their process and don't have trust in the repair process since this has happened to me twice. They have refused to send me a new unit, so I requested a full refund, and they are unwilling to do so as well.Attached documents show recent correspondence and serial numbers including product information and pricing.

  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 that you are experiencing these issues with your device. I can certainly understand how aggravating that can be.
  
  
  I am very sorry to say that our warranty would only cover repairs or replacement, which I see both were offered. While we may not have had any replacements available when you last spoke with our support team, we can still put the request in so that if one does become available, we can have it sent to you. Refunds would only be available through the place of purchase during the appropriate return window.
  
  Please take note of your case number for your future reference: N2306016631-0008. 
  
  
  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,
  ************
  ASUS CEO Department

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22204454
  
  I am rejecting this response because:

  If you read the email, a replacement is only being offered IF my unit cannot be repaired. This will be the 2nd time you will be trying to repair the same problem. Respectfully, at what point do realize that THIS unit IS unrepairable. You should consider sending me a newer version of your touchscreen based on the price I paid for this product and that fact that it continues to fail and inconvenience me and my business operations.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/30/2024

  Hello ***********************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. 
  
  
  I do apologize for any confusion. In terms with our warranty, replacements are offered if your device cannot be repaired. I do see that a replacement was previously offered. We can still put in the request to get a replacement of your same model sent to you. With that, we can have it sent after we receive your device at our facility, or we can have a replacement sent to you first. However, that method does require a credit card hold until we do receive your current device.
  
  Please take note of your case number for your future reference: N2306016631-0010. 
  
  
  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: 22204454
  
  I am rejecting this response because:
  
  I'm definitely not going to give you more money be it hold or any other means. I'd love to send this unit back for an actual ***lacement and asked the *** I have been corresponding with for a shipping label. How long does it take to create a RMA number and send me a shipping label since I have yet to receive anything to return my unit, even after requesting to do so.

  
  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 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,
  ************
  **************************************************