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:06/05/2024

  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 had been in communications with them about my laptop I had sent in, I was told they needed to replace it completely with a different laptop and there was a fee, I paid and waited to receive a broken product that needed to be looked at by a third party and found out that it has no driver's and no operation system in the laptop. Then I was charged a second time on June the 5th the same amount.

  Business Response

  Date: 06/18/2024

  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 hope you are doing well today and I apologize that you are having issues with being charged multiple times for the same repair.  
  I have researched your cases and I am not seeing that there were multiple charges to your account, however if your bank is showing that you had multiple charges that could you please forward your  information (all personal information blacked out) to show that it was taken out on both occasions so that we can research this and refund if needed at that time.  
  
  Thank you for your time and patience during this process!
  **************,
  **************************************************

  Customer Answer

  Date: 06/19/2024

  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 checked my bank statements and only one charge was made. These are the emails provided to me after payment. After the 20th of may, if there was confusion on my part please disregard.

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

• Initial Complaint

  Date:05/31/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this Asus laptop in May of 2023 and there was some issue at the beginning of April, so On April 8th, it was delivered back to Asus service center.On April 26, they said it was repaired and shipped back to me via ***** with the tracking # of ************ and an estimated delivery date of May 2nd.As of now (May 31, 2024) I still have not received the laptop and it has caused huge inconvenience. I have contacted their customer ********************** by email and phone many times and nothing has happened. RMA Number:USPCS40631 Serial ********************** Tracking ******************* ********************* ********** **********************

  Business Response

  Date: 06/12/2024

  Good Morning,
  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. First and foremost I want to apologize for the issues that you have been having regarding your Notebook.
  
  I do see that your received a replacement unit for the notebook that was lost during shipping.  However, it looks like you are having issue when starting up your computer you get a restart error.  The stop code INACCESIBLE BOOT DEVICE, and below is some information regarding that error and some troubleshooting steps to rectify this issue.
  
  
  If your computer is equipped with Universal Flash Storage (UFS) and you encounter issues with the UFS controller having an exclamation **** in Device Manager, causing the local disk to disappear, or if you experience a blue screen error (STOP Code: INACCESSIBLE BOOT DEVICE) when installing the system on a UFS, this may be due to the self-installed Windows operating system not supporting UFS. Below are steps to resolve this issue.
  
  Note: To check whether your computer model is configured with UFS storage, visit the ASUS official website and refer to the 'Storage' information in the Tech Specs.
  
  
  
  Scenario 2: Blue Screen Error (STOP Code: INACCESSIBLE BOOT DEVICE) When System Installed on UFS
  When you install Windows 10 on UFS as the system drive and encounter a blue screen error (STOP Code: INACCESSIBLE BOOT DEVICE) during startup, please reinstall the latest version of the Windows operating system:
  Visit the Microsoft website and download the latest version of the Windows operating system.
  Reinstall Windows 10 using the downloaded installation media. You can follow the detailed steps in this article: How to Create and Use USB ****************** to Reinstall Windows 11/10 via USB drive.

  
  If you have tried these steps and they still don't resolve your issue please reach back out to me and I will  set up another RMA for a replacement.  
  
  
   Please take note of your case number for your future reference: N2406013940-0001

  Thank You for your time and patience during this process

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

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

• Initial Complaint

  Date:05/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from asus.com a ROG Cetra True Wireless SpeedNova on 05/08/2024. ***** said it was delivered on 5/14/24 but I never got it. The photo that the ***** river took is not my front door at all. ***** completely misdelivered my package. I have already checked with whoever lived at that property and they did not have my package. My package was stolen due to misdelivery. I want a replacement or a refund!

  Business Response

  Date: 06/13/2024

  Good Evening,
  I hope you are well.  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 I am unable to locate the name ******************* in our system.  I am able to locate the email address that you have on the complaint but it is associated to another name.  If you can verify the other name and that they are the same person I will be more than happy to look into your complaint.
  
  
  Thank you,
  **************, 
  **************************************************

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21776333
  
  I am rejecting this response because:
  My email is ***************** and the name associated to the account is *****.
  Sincerely,
  
  *******************

  Business Response

  Date: 06/24/2024

  Good Evening,
  Thank you for reaching out to clarify that ******************* and *********************** were one and the same.  I understand that it can be confusing when names are different on documentation. I have looked over your cases and I am seeing that per the ************************** they are stating that ***** is claiming that they delivered your shipment to the address on file.  If the picture on the delivery is not your address then what address is this.  Can you verify that this is a incorrect address.  Also did you contact the police and file a report for stolen property.  I look forward to getting this additional information so that we can resolve this issue for you.

  
  
  Thank you 
  **************,
  **************************************************

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service 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.

  This experience has been horrendous. First they did not honor the warranty. Their analysis was that it was the "aftermarket ***". However the issue was a boot loop that was caused by a BIOS firmware update. Seems like an easy way to get out of fixing an issue ASUS caused considering the *** never caused any issues before. Fine, Ill pay the 112, I just want my computer back in working condition. However your payment system refused to take my payments for over 6 days. Meaning my computer sat for 6 days not getting fixed. I continually asked for help from customer ********************** but their best response was to just "hit the Reject button to start the return process". I did on May 22. I checked again today and I found out that nothing has been done with regards to sending my computer back. It's still in the repair center. This has been the biggest waste of time. Your company's customer ********************** and RMA process is abysmal. I have been without my computer for 2 weeks and nothing has been fixed or returned in a reasonable manner. The internet has constantly said that ASUS customer ********************** ***** and unfortunately they are correct. I will never purchase another ASUS product. Strictly on the grounds that they don't support their customers. Your chat system essentially is a waste of time being that any issue has to be "sent up the ladder" with a ***** hour turnaround time just to get answers or help. Whoever is in charge of these departments needs to take a good look at the problems that are apparent and make some real changes. Stop wasting everyone's time.

  Business Response

  Date: 06/12/2024

  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. 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 providing excellent experience which is important to us. The *** process is usually a 7-10 business days not including weekends, holidays or shipping teams from the time we receive the unit in to the repair facility.  Sometime when there is a issue with the quote that
  is sent that can delay the time.  I do see that there was some down time from sending the 1st quote and then the 2nd quote for you to dispute for no charge.  This is why it seemed like it took a long time for the *** process to go thru.

  
  If you have any questions or concerns please reach back out to us we will be happy to assist your.  
  
  
  **************,
  **************************************************

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Computer restart when a video and 1 software runs in background. The Core temp shows the *** temp close to 100 deg C. And Blue screen appears (BSOD) and the system restarts every time when I just run few tasks like Video streaming.Detailed issue below:1. First time the issue reported on: Nov 3rd 2023: RMA Number: USPCRB0621: Same issue as mentioned above without the blue screen. The fans used to run in full throttle. The system was said to be repaired by ASUS technical support and send back the **** BUT THE SYSTEM STILL PERSIST THE SAME ISSUE 2. Second time I reported the Same issue on: Dec 6th 2023: RMA Number: USPCRC1152:Same issue as mentioned above without the blue screen. But the system restarts everytime when 5 or 6 tabs were opened in chrome window. The fans used to run in full throttle even for just chrome opened window. The system was said to be repaired by ASUS technical support and send back the **** BUT THE SYSTEM STILL PERSIST THE SAME ISSUE 3. Third time I Reported the same issue to ASUS: 29th March 2024 (***** F): N2311004478-0008:When I received the system, I checked the system the issue still persists. The *** restart this time showing Blue screen before turning off. The system restarted when I was running HitFilm express video editing software and one time when I was running "Handbrake" software. This restarting of the system happened multiple times and I happen to follow all the Steps sent by ***** F to trouble shoot the system. Nothing worked. I received my System back after 3rd repair on 18th May 2024: In the repair report ASUS stated that they could not replicate the issue. I started using my system and the issue showed up as I was running the above mentioned software. I need help BBB as this is the fourth time ASUS is sending back the system without repairing claiming that they are unable to replicate the issue. Now I have made a 9 minute video of the issue showing what is happening. I request for a refund or replace the ***.

• Initial Complaint

  Date:05/24/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 originally RMAd a *** to ASUS. It was an ASUS ROG STRIX 4080 16GB OC. The original issue was that the hotspot on the *** was overheating massively. After a week of no contact, they messaged me to say my device was on its way. No report of the issues with my property or any options were given. I called and asked them what happened and if it had been fixed. They said no, and that they were sending me a manufacturer certified replacement. I asked if I could get that in an email and they said only, no.What I received is in the pictures. The anti static bag had another customers RMA number and is clearly someone elses property. It was badly and unprofessionally packaged. The device was both heavily damaged and very used. You can see all of the damage from being poorly installed alone. I sent the device back via their RMA process, as requested. I reached out via email this time to make sure that they actually understood my issue and to request that they fix their mistake by sending me a new, sealed device this time with expedited shipping. They replied that they would as soon as they received the device and keyed it in, even though I sent them the tracking number. 48hrs after they had already keyed in the device, they emailed me to say that they are fixing the other customers broken *** to send back to me! This is not fair, acceptable, or even in their policy. I do not trust the company and either want a full refund (preferred), or a new device in a sealed box. I have been without a *** for three weeks now. I cant believe that a company selling a *** for over $1,300 would have such terrible service. All of their emails are dismissive and they clearly are not reading them. Any help is greatly appreciated. Thank you for your time.

• Initial Complaint

  Date:05/22/2024

  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.

  I send in a rtx3070 koi for RMA.I did not get the same one back, not did I get a similar item back.Ive been so frustrated in talking to asus this is my last step.I send in a 2 fan Graphic card, I was returned a 3 fan graphics card ( without lcd's ! ).( This 3 card is too big for my computer , as you can see photos ).I was also send a lower grade card, which is an LHR. This is a much inferior card. I should be getting like to like, if not an upgrade. Not a downgrade.I paid almost $1200 for this card . you need to do the right thing.I wish a swift resollution for this matter. it can be acived, send me my 3070koi card,, if you dont have that send me a 2 fan card, w/ lcd , non LHR,If you dont have this in 3070 , then you need upgrade me 3080 - Photos card wont fit - photo of pending conversastion with your support team

  Business Response

  Date: 05/24/2024

  Good Evening,
  I hope you are doing well today.  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 that you have been having since you received your replacement, I can understand your frustration and the inconvenience of not being able to use you unit due to the graphic card not fitting.  
  I can have you send that graphic card back in so that we can switch it out for a comparable or same model that the original card was.  If this is something that you want to proceed with please let me know and I will start the process for you.
  
  
  Thank you for your time and patience during this process.
  **************, 
  **************************************************

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21747767
  
  I am rejecting this response because:

  I have emailed asus ( ***** ) after she has responded to the BbB claim. It has been almost 1 week. There is no communication at all from asus or a way to contact asus. This is a ficticuous  response, with a 1 - way communication from asus with no way for me to respond. I have enclosed my proof of communication to asus. I would be writing to the state attorney general for fraud, then I would be writing to NJ small claims court concerning this issue if i do not get a resolution in 3 business days,.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5/10/24 I placed order *********** in the amount of $1458. When ordering, I changed my address from ************ E to my current address ***************. However, when completing the order it said ti was shipping to the old address. Within seconds I contacted support and asked that they update the address. I was told it would be escalated and take ***** business hours. Later that evening I contacted them again and told them this was urgent because they had ALREADY shipped the item. I got a response that said the same thing. Monday I contacted them again, twice, saying I was unable to change the address with fed ex because teh sender wouldn't allow it. I expressed urgency because it was scheduled for delivery TUESDAY. Again, told the same thing. It is now Tuesday and it's out for delivery at the old, wrong address. The customer ********************** is unacceptable. You knew IMMEDIATLEY that the address was wrong. You could have flagged it or handled this differently. I want an immediate refund. I do not want this product. I will never purchase from ASUS again. Ship it back to yourself.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 this very expensive gaming device called the Rog Ally. Reported an issue within a week, sent the item in for service with a nightmare of a customer **********************. The issue was supposedly fixed. Then after a couple of moths the issue which was the overheating of the sd card came back finally destroying my sd card. I reported the issue. They promised a refund if I sent them the damged sd card. I complained that I didnt feel comfortable sending them this because it had my data. They escalated it to a manager whom said would be taking care of me within 48 hours. More than a week has passed I have sent them several emails and now I am 100% being ignored and the company is just not responding even though the item is still under warranty so they are now owning up to their promises and scamming people off

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 the Date Of January 15, 2024, I, *****************************, contacted ***** S representative for the Service Department for ASUS ****************** My email was in reference to my ASUS ROG ALLY no longer functioning properly and also causing my ** Card 1TB to malfunction and essentially stop working. I received contact from ***** S and a case number with ID: ************* was issued to me and a RMA: USBVS11066 was assigned to my defective ASUS ROG Ally. ***** S instructed me to send in the device in question and also my ** Of 1TB San Disk Extreme. I returned the defective device, as well as the ** card that was destroyed as a result due to the defective ROG Ally in the same package via FED tracking ***** Shipment ************ as instructed by ************** Asus failed to provide monetary compensation for the ** card which was destroyed as a result of my defective ASUS ROG Ally I received from company ASUS. As this is not a fault of my own, but a fault of Asus corporation. I respectfully request compensation for my losses under Consumer Protection Law. In addition, Asus released a statement that they would reimburse consumers if the device, which in my case is the Asus Rog Ally, caused malfunction or resulted in a non-working ** card as a result of a defective unit received, with or without proof of receipt. I also included a receipt in a recent communication with ****************** on April 23, 2024. ******** stated ASUS did not receive ** Card 1 TB San Disk which is a false and a deceptive statement. As such, Asus should stand by their statements and reimburse me as the consumer for the above reasons. I've attached documentation from email communication with ************ as well as ********************