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: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:07/27/2024

  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.

  Defective Asus Router (RT-AX86U Pro) Serial #R3IG5Q2089166YK. Router is about 18 months old and has been replaced once already. Was purchased 3/38/2023 and warranty is for 2 years. Asus record also says the warranty expires in October/2024. Should be 3/8/2025. Asus support said my router needs to be replaced as its dropping ethernet and 5g connections. The last replacement router also lost 5g connections. BUT,.. They have no replacements. A ****** search shows the Asus routers have a 5g drop issue. A replacement may not even help. Refund would be better.I'm fine with a refund, as Asus has no replacement options.Asus case #N2407032251-0004 NOTE: I chatted wth support 7/24/2024 and was told someone would call me to get CC info to ship me a new router. Never got the call and Asus had no record of the chat when I asked for an update.

  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 router. I certainly understand how aggravating that can be. I am here to help.
  
  
  
  I'd be more than happy to set up the order to have a new in box replacement sent to you. We would have two options on going about this. The first would be where you send your router to us, then we send you a replacement. The second would be where we send you the replacement, then once you receive it, you then send us back the original. That second method does require a credit card hold for the **** of the device until we receive the original back.
  
  
  I do also see where you had sent in the invoice from when you had originally purchased the device. I have had that forwarded to our back end team to see about getting the warranty updated in our system to match the purchase date.
  
  
  Please take note of your case number for your future reference: N2407032251-0006. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! 
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22054468
  
  I am rejecting this response because:

  I also got an email yesterday asking for contact info... I did provide that, but no response. As it seems one of my issues (5g drops) is an known issue with Asus routers, I would prefect a refund so I can get a router that works.

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

  Business Response

  Date: 08/01/2024

  Hello *****************,
  
  
  Good morning. I hope your day is going well.
  
  
  I do apologize for any inconvenience that this situation has caused you. Typically a refund would have to be issued through the place of purchase within the allotted return window. If you'd be interested, I'd be more than happy to set up a replacement order for a different router model. If that is something that you would be interested in, please let us know and I'll be more than happy to get that process started with our facility.
  
  Please take note of your case number for your future reference: N2407032251-0012. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22054468
  
  I am rejecting this response because:

  The issue has not been resolved yet. Was told that an RMA would be created and a shipping box sent to me. After about 3 weeks they would send me a check. Until I receive payment, this case will stay open.
  
  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,
  
  ***********************************

• 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.

  On 09/29/2023 I bought the Asus ROG Strix 4090 OC Edition from Amazon.On 07/13/2024 I called Asus Support to ask for a warranty replacement as the card was causing Windows to crash while in game and after doing extensive troubleshooting found that the issue was the graphics card itself. Further reading online it seems this is an issue plaguing the 4090's across all brands. Something about faulty VRM.I was told that I could not send the card to Asus and that I had to do their advanced replacement which would require me to pay them even more money in the way of a deposit. I stated this was not something I was willing to do and I was further told they would need to put an escalation to upper mgmt to see if they had my same model in stock and if not they would replace it with something comparable. Bare in mind the version I have is the best model they have. I requested that if they didn't have my model in stock to replace it with the water cooled version. I was told this would also need an escalation to upper mgmt.On 07/15/2024 I received a call back and was told that there was no stock for my card. I asked about the water cooled version and was told this would need an escalation and I would receive a call back the next day.No callbacks ever took place On 07/17/2024 I received an email from a Christian * telling me about the Advanced Replacement or the option to mail the card in. The question about the Water Cooled version was not answered On 07/18/2024 I called and spoke to a supervisor named ***. I had to explain this all again. I was told that ********* put in a request for a manual check and I would get a call the next day On 07/19/2024 I got a call from **** from mgmt stating my RMA was put on model hold, no date for when my replacement would be available or if the water cooled version would be sent. **** was short and rude with me and talked down to me and I felt like he did not care.

  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 of the issues you had experienced with your device, and the situation you had endured with getting a replacement.
  
  
  I do show that your replacement was marked as delivered. Have you by chance had a chance to have it tested out to see if that did resolve the issues you were experiencing?
  
  Please take note of your case number for your future reference: N2407015980-0013. 
  
  
  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: 07/31/2024

   
  Complaint: 22014951
  
  I am rejecting this response because: while I did receive the replacement product and so far it's working fine, my complaint is not just about the product, it is predominantly about the terrible customer ********************** that I received during this entire 2-week debacle.
  
  I honestly feel that Asus doesn't care about me as a customer and I also feel that your Advanced Repair policy of requiring a deposit is anti-consumer, regardless of the reasons why you've implemented it. 
  
  I also do not feel that the customer ********************** staff at ******************** are properly informed such that they are unable to give good, correct information as I was initially told that my ONLY option was the Advanced Repair service only to find out later that I did have the choice of sending Asus the faulty product first.
  
  I was also told MULTIPLE times that Asus did not have the same model as my card in stock and that it could take some time to get a replacement. What really upsets me is that the same day Asus received my ***** package, within a few hours a replacement was shipped out. The week's long back and forth with Customer ********************** and the rude and uncaring "upper management" person I spoke with could have all been avoided had the first customer ********************** agent sent me a shipping label, or the 2nd agent, or the 3rd agent. Nobody seemed to know what other people were doing or had said and anything I asked for I was told "oh, we have to escalate that." That's just absurd. 
  
  While yes, I have received the replacement product, I am rejecting this response as I want to know how it is that Asus is going to address the god-awful customer ********************** experience I had, or I'd like an acknowledgement and promise to stop making the clearly false claims of Best In Class support because this was so heinously bad it makes ******* look good.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/01/2024

  Hello ***************************,
  
  
  Good morning. I hope your day is going well.
  
  
  I am glad to hear that your replacement is working correctly and that our facility was able to get you a replacement sent our quickly once we did receive your original device.
  
  
  I do apologize for any confusion regarding the repair/replacement process. I am seeing in the account records that both replacement options were offered (where we receive your device first, then send out the replacement and the advanced replacement option where we send you the replacement but does require a credit card hold until we receive your original device back at our facility). I do also see that we did not have your same model in stock at the time you had initially contacted our support team regarding the issues you were experiencing. In situations such as that, once the order has been put into our system, then our facility would look for alternative options as we would not have a way to hold a specific model or device until the order has been put and it could be allocated to a specific account.
  
  
  I can certainly have your calls with our support team reviewed to see about any coaching opportunities that *** be available so that we can continue to work to provide the best customer experience possible.
  
  Please take note of your case number for your future reference: N2407015980-0014. 
  
  
  If there is anything additional we *** 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: 08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I am accepting the response, there are a few things that need to be stated here.
  
  I'm sure that your records shows that both options were offered because it wasn't until 2 days after my initial call that I was informed that I did in fact have the option to ship the device to ******************** and did not have to use the Advanced Replacement option. It almost feels like the first person I was speaking with on my initial call to Asus was attempting subterfuge to push me into the Advanced Replacement program. it's that or that agent was grossly misinformed. At any rate, I was given bad information initially. That's not confusion on my part, that's literally YOUR agent telling me that I couldn't ship the device to ********************.
  
  Second, I can not stress enough to you how anti-consumer it is asking someone for a deposit to get a device UNDER WARRANTY repaired. That whole process you guys have with that is scummy. I'm sure the reason is because people have abused it and fleeced Asus on faulty RMA requests. As the consumer though, I feel that this deposit/collateral requirement (your agents used BOTH terms) shows a lack of trust between Asus and it's consumers and after all the misinformation, people repeating the same thing to me days after I was told this said information, to be honest, I don't feel that I can trust Asus as a company at present moment.
  
  The claims of "best in class warranty" after my experience is anything but. I've had gone through similar processes with both EVGA and Corsair and these issues were handled in a matter of days, with replacement hardware in my hands within 2 business days of my initial call. Neither company asked me for a deposit. If Asus wants to be "best in class" then it needs to improve it's support teams and their abilities to give proper information on the spot and address a customer's issue in a matter of days, not weeks.
  
  After this experience, I feel that it may be in my best interest as well as the people that have systems built through me that I avoid Asus as much as possible until I see a concerted effort on Asus part to win the trust of it's customers.
  
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2024

  Type:Product 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.

  Purchased a laptop from Asus that was delivered on June 18th. I had the laptop for 3 days before needing to send it in under *** (USBVS61362) for a whine coming from the charging port and a scratch on one of the keycaps. They received the *** on June 24th and I didn't hear anything until July 18th when I sent an email to their "Contact Our CEO" support option. I was then told they couldn't find anything wrong and I owed $255 for the keyboard. When on a phone call with support I asked if I can just return the laptop for a refund they said that the return window had passed even though I couldn't have returned the laptop because their *** department had it in their possession.

  Business Response

  Date: 07/20/2024

  Good Afternoon,
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as  I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I can understand your frustration and the  inconvenience of your notebook having issues right after you purchased it.   I understand that you are having issues with a "whine" sound around the *** port.  
  The technicians were unable to find a noise other than a what the feel was the fan.  Another key is if your using aftermarket ***/C adaptor to power on or charge system and hear the noise or just connecting ***/C adaptor to read another device ( ***/C video adaptor)? If you are using aftermarket ***/C ADAPT make sure that AC is compatible with this NB. 
  As for the quote for the physical damage I am seeing that it is under review Our repair center has received your product and your RMA is in review to ensure it is properly assessed for covered warranty repair. In the event repairs outside of warranty coverage are needed we will provide a quotation for any related repair cost within 2 business days.
  Thank you for your time and patience
  **************,
  **************************************************

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22009999
  
  I am rejecting this response because:

  I had someone named ******** contact me from the office of the *** and she also said that she will be my only contact going forward. It seems like there's multiple different departments that can't figure out how to talk to each other efficiently and don't put in any more effort to figure out what is going on with my laptop other than what I can look up myself. I received a message July 18th at 11:25am which I will copy in it's entirety below:

   

   

  "Hello ***********************,
  
  
  
  This is **************** contacting from ASUS Invoice Quotation Support. Thank you for the opportunity to address this matter with you. This email is to advised our team found no abnormal sounds or coil whine coming from the left *** C port. The device was connected to its charger and a compatible *** C adapter was tested with the unit and no coil whine sounds were heard. Our team has indicated you might be hearing the fan as one is located the same place or the *** adapter you are using seems to be an aftermarket that isn't fully compatible. Regarding the damaged key this would required a keyboard replacment as the keys can not be replaced on its own. The cost for the keyboard replacment is $255.59.
  
  
  Please let us know if we should have the quotation issued for the keyboard replacment.
  
  
  
  
  Should you have any other questions, comments or concerns please feel free to reach out to us again or contact us at ************, our support hours are Monday-Friday, 6:00 am 6:00 pm PST. Thanks for choosing ASUS Invoice Quotation Support.
  
  
  
  CASE NO= N2406026132-0005
  
  
  
  You are more than welcome to visit our Asus support website: ***********************************************
  If you continue to experience issues in the future, please do not hesitate to contact us.
  
  Best regards,
  ****************"

   

  Also here is the email I received from ******** stating that she is the only one I should talk to.

   

  "Dear ***********************,
  
  
  Thank you for your recent contact to our ***'s office!
  
  Good evening, My name is ********, and I will be glad to assist you!
  First and foremost, I want to apologize for the inconvenience and frustration this issue has caused up to this point. The experience you have described is not one we
  find acceptable. We strive for incredible in everything we do, and providing an excellent experience is important to us.
  I want to assure you that we are reviewing your case and addressing all opportunities with a sense of urgency. Thank you for the personal time you have
  taken to bring this to our attention so that we may take action.
  I have reviewed your case, and it is my understanding you sent in your gaming notebook for 'coil whine' and not only was it sent in June, but you have not received 
  an update on your status either. I do apologize for the delay. I checked the status of your ***#***VS61362 and it is showing that our quotation is undergoing further 
  review. We are carefully evaluating your needs to ensure that we provide the best possible solution for you. Thank you for your patience; we will notify you of the review 
  results as soon as possible. Now, that said, I will be happy to reach out to our team and see where we are with the process. 
  I will be happy to reach back out to you with a follow up within ***** business hours. Please note business hours do not include weekends or holidays. 
  Thank you for your time and patience. 
  Please make note of your case number for your future reference: N2406026132-0007
  
  
  If you have any further questions, comments and/or concerns, please do not hesitate to let me know. It will be my pleasure to assist you directly. 
  
  Thank you for choosing ASUS and I hope you have a wonderful day!
  
  
  Sincerely,
  **********
  Service Department for ASUS Office of the ***"

   

   

  Not sure why I have been told by multiple people at this point that "we haven't given you a price for the repair yet" when I got an email from the *** department with a very specific price for the exact problem. Seems kinda ridiculous that I'm being told prices to fix things and there is NO record of it for anyone else to find. Not to mention when I ask if I can return the laptop to get a refund I'm told "it's outside of the return window" even though that's because it has been sitting at the *** center for 10x longer than I even had it in my possession. Bottom line is, I'm not going to pay $255.59 to replace an entire keyboard because of a scratch on one keycap that was caused from the factory. The only solution that I will accept at this point will be either if I get a new laptop or if I get a full refund. I wouldn't be making a massive problem of this, except for the fact that I had to go out of my way to get ANY word from Asus on the status of my laptop after waiting for almost a MONTH, as well as every step of the way while dealing with customer support I am told something different.

   

  I knew I was taking a risk purchasing an Asus product with all of the sketchy *** and return practices that have been going on lately, but I decided to give you the benefit of the doubt. I see now that that was a mistake.
  

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

  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 sorry to hear that that you are experiencing these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  With you experiencing these issues so early after purchasing your device, I would be more than happy to work with our facility to see about getting you a new device.
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2406026132-0013. 
  
  
  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: 07/28/2024

   
  Complaint: 22009999
  
  I am rejecting this response because:

   

  I have received a notice from someone named ********** that I will be getting a replacement laptop. I want to confirm that the replacement is actually on it's way before I accept the resolution, so once I receive a tracking number for the replacement laptop I will close the complaint.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/02/2024

  In regards to Complaint ID: ********, ******************** was able to respond to my complaint and we came to an agreement outside of the BBB's platform. My ticket is not allowing me to update to show the satisfactory resolution.

  Sent from *********************** (*********************)

• Initial Complaint

  Date:07/11/2024

  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 an ASUS VivoBook S15 S5333 on 04/21/2023. The device has had very little use and is still in mint condition. However, just over a year later (right after the warranty expired), the device will no longer charge or power on. ASUS will not provide any support since the device is out of warranty.I understand that the standard manufacturer's warranty is 1 year, which is the minimum required by law. But when you pay ~$1000 for a laptop, you expect it to last more than a single year. This is planned obsolescence, plain and simple. I've been working in the IT Field for well over a decade and have never experienced such a failure. I've seen devices that stopped working for obvious reasons (i.e. somebody dropped it, spilled something on it, was covered in dirt/dust, etc.). But unless it's DOA, never a laptop that just doesn't work when it looks like it's brand new out of the box. Maybe a battery that won't charge, but the thing will still power on when connected to power.The fact that ASUS won't even let me speak with a support rep because the laptop is out of warranty is absurd.

  Business Response

  Date: 07/19/2024

  Good Evening,
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I apologize that you are having issues with your notebook not charging or powering on.  I can understand your frustration and the inconvenience.  I would be more than happy to set up a Return Merchandise Authorization (RMA) to have you send in your unit so that our technicians can look to see what can be done to repair.  As a courtesy I can send waive the Diagnostic fee which covers the shipping and labor fees. 

  If this is something that you would like to proceed with I will get this set up and then send you a prepaid label.

  Thank you for your time and patience.
  **************,
  *************************************************** here...

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21973044
  
  I am rejecting this response because: There was no contact information provided for *************************, nor was I sent an email or phone call from ***** or ASUS. I attempted to email the ***************************************************' email listed on the response, but did not receive a response. I even went so far as to contact Asus Support to ask them how I can get in contact with *************************. The end result was that they suggested I reject the response with the BBB. It seems like these guys really don't care what anybody has to say about their business.

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

  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. 
  
  
  In order to have a repair order set up, we would please need you to verify the serial number to your device and provide your full shipping address. Once we have that, we can create the order for you.
  
  
  We do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2407028077-0001. 
  
  
  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,
  ************
  **************************************************

• Initial Complaint

  Date:07/02/2024

  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.

  Recently I sent my handheld gaming device. Device was mailed to a an Asus repair center. It was mailed back and delivered to the wrong address.***** delivered to ******************************************************************************************************************************* on 06/04. This is not my address. My apartment is 22E. My apartment isnt listed on delivery address. I have contacted asus for three weeks straight to find out I needed to contact ***** and upload proof of my address. After uploading proof Im told package was delivered and my claim is denied. How can a claim with the clearly wrong address be denied and the customer at a loss. Either ******************** for ***** messed up but I blame Asus for the poor customer ********************** and poor resolution in lieu of the proof presented.Whats sad is I contacted ***** and never received a f/u as promised. You cant even locate the package with my address since its incorrect.

  Business Response

  Date: 07/03/2024

  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues.  I apologize that your package was lost in delivery as your address was not updated with the correct apartment number.  At this time we are disputing your denied ***** claiming and I will keep you informed on the outcome of that.  I am seeing that on your BBB complaint you have a totally different address that what is on your ***** package  Can you please respond with the correct shipping address as to where I would send a replacement unit.  Once I receive this information I will start a RMA for a reship of a recertified replacement of your lost unit.
  
  
  Thank you for your time and patience during this process.
  **************,
  ******************************************************...

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21930693
  
  I am rejecting this response because:

   

  The address of ********************************************** is the same as 2541 *************************************************************************************************************. Address can be entered two different ways but leads to same exact location. The ***** package didnt have an address listed that matched either. Ive supplied my state id and Chase mail to Asus prior via email.

  Asus did not appeal my claim intially also. I reached out directly to ***** to appeal claim and provided proof that asus advised me to contact them contrary to what ***** advised me. ***** advised Asus didnt send over requested information which was a picture of my door. No one from Asus asked me for this. 

   

  I want an amicable resolve considering I didnt make the mistake in this regard. ***** or Asus did.

   

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

  Business Response

  Date: 07/11/2024

  Good Afternoon,
  I hope you are well today.  I apologize for the delay in response to your emails, at this time we are waiting on the ***** claim dispute that was put in on 7/3/2024 that can take up to 14 business days. I have ask if there were any updates at this time but I have not heard back yet.  As soon as I get feedback from the claim department I will reach out to you with the update.

  
  
  Thank you for your time and patience,
  Have a great day!
  **************,
  **************************************************

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21930693
  
  I am rejecting this response because:

   

  This is ridiculous. Last week my address is requested for a replacement reship. I speak to a rep via customer ********************** on Monday for a replacement. I receive another email on Tuesday asking for the same address Ive provided 3 times. I speak to a supervisor yesterday that advised of a replacement and now youre telling me about a claim. A claim that was started 6/07/2024. I demand a number to the corporate office for Asus. Over a month of my package not being delivered. No assistance by Asus to rectify the issue. Several calls to ***** myself and now you start a new claim when ***** advised you only had to appeal the last claim. Disappointed in Asus as company. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/01/2024

  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 my motherboard in for warranty, they accused me of sending them a physically damaged motherboard and never diagnosed why my motherboard had stopped working. The pictures they sent me of damage looked like an old board that was not mine

  Business Response

  Date: 07/03/2024

  Good Evening,
  
  
  My name is **************, and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I would like to apologize for the issues you were having with your RMA process and the quote for physical damage.  At this time I am seeing that your Quote was discounted 100% so there was no charge to you.  You unit was repaired and sent out to you 7/2/2024 with ***** tracking number #************ and was delivered today with a picture of the front yard.  Here is the ***** website is you would like to see the tracking and picture/proof of delivery *****************************************************************************************.
  
  
  If you need anything further please feel free to reach back out and let me know as I will be happy to assist you.
  Have a Great night and Happy 4th of July.
  **************,
  **************************************************