ComplaintsforASUS Computer International

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought an ASUS Gaming laptop and there was no display on the laptop screen after reset. But it can display on the external LED monitor through a HDML cable. We visited Asuss repairing agent BESTBUY to check it. They have tried almost all methods but failed. They told me it could a defect of the laptop because there are some Asuss laptop consumers have a similar problem. Please see the list of complaints *********************************************************************************************************************************************************** *************************************************************************************************** did not access to the laptop inside and all the problems are obviously the defect of laptop's quality.

  Business response

  03/22/2024

  Good Afternoon,
  My name is **************, and I will be assisting your going forward.  As your point of contact
  please make sure that your are responding to my emails.  Any time that you reach out to
  other departments it can slow down the process.  I apologize that you are having issues
  with you gaming laptop and it will be my pleasure to assist you. 
  The first thing that we can do is put in a Return Merchandise Authorization (***) so that
  you can send in your unit for repair.  That being said, I will need the ** & SN of your 
  laptop so that I would be able to get the *** started. This will also give us the warranty
  information.
  Once I receive your information I will set this up and reach back out to you with the ***
  instructions and prepaid label.  Please feel free to let me know if there is anything else
  I will be able to assist you with at this time.
  
  
  Have a great weekend!
  **************,
  **************************************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/25/2022, I purchased the ASUS ROG Swift PG259QN monitor from Newegg and had constant display issues. I have attempted to *** this monitor multiple times throughout ownership, and ASUS has not been able to recreate this issue; as I type this complaint, I am experiencing the same problem. I have attempted to troubleshoot the issue on my own. Still, to no avail, I have used multiple verified working monitors and HDMI and Displayport cables in various combinations and replaced my graphics card. I have little to no faith that ASUS will be able to reproduce the issue, and they have refused to replace or refund my monitor twice, once on 09/13/2022 and again on 02/08/2023. *** USDAN90273 and USDAR20102 for reference. On August 25th, 2022, I purchased an ASUS ROG Swift PG259QN monitor from Newegg. However, I have been experiencing consistent display issues with it. I have attempted to return the monitor for repair or replacement multiple times, but unfortunately, ASUS has not been able to recreate the issue. Even as I write this complaint, I am still experiencing the same problem.I have tried to troubleshoot the issue myself, but I have not resolved it. I have used multiple verified working monitors, tried different HDMI and Displayport cables, and even replaced my graphics card. Despite all this, the issue persists.I have little to no faith that ASUS will be able to reproduce the issue, and they have already refused to replace or refund my monitor twice: once on September 13th, 2022, and again on February 8th, 2023. The *** numbers are USDAN90273 and USDAR20102, and the monitor's serial number is ************.

  Business response

  03/19/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward and will be your point of contact.
  Please make sure that you are responding to my emails only as going to other departments will
  only slow down the process.  I would like to apologize that you are having issues with your Monitor
  still.  I have looked at the picture that you have included with your complaint and I would like
  to set up an RMA to have you send this in to the Repair Facility.
  If possible I would like for you to send me a video of you working on the computer, it doesn't
  matter what you are doing so that they can see what is happening.  This way they will have
  that information to look at when they are testing it.  
  Please let me know if you would like to proceed with a RMA at this time, so I can get it set up
  and a prepaid label sent out to you.
  Thank you for your time and patience!
  **************,
  **************************************************

  Customer response

  03/19/2024

   
  Complaint: 21452629
  
  I am rejecting this response because:
  it is not a resolution
  Sincerely,
  
  *************

  Business response

  03/22/2024

  Good Afternoon,
  I hope you are well today.  Thank you for reaching out and letting me know that you wanted
  to start the *** process.  I apologize but we unfortunately don't have the option to have
  loaners.  
  
  
  Your unit is currently in warranty through 9/15/2025. We are issuing a Return Merchandise Authorization (***) number for your unit to be shipped in to our Service Center for repair. You will receive an email with the instructions shortly.
  along with a link for you to print off your ***** label.
  
  
  Please ensure that you carefully review the *** instructions and checklist provided. You will need to complete the checklist that will be provided and include the checklist inside the box with the product when you send in your unit to our Service Center. Please ensure that you write the *** number along with ASUS Repair Center visible on the outside of the box.
  
  
  Our repair disclaimers will be included in the email you receive. Please ensure you carefully read through these disclaimers prior to sending your unit in for repair. Pay special attention to the information that pertains to ********************** Loss, Accessories, and Packing Instructions.
  
  
  You will receive repair status updates via email during the repair process unless you opt out for email notices. Repair status can also be checked using your *** or Serial number on our website. If you do not receive the expected email, please check your junk/spam folders.
  
  
  Standard repair time is approximately 7-10 business days, not including weekends or shipping time.  We will do everything possible to get your product back to you as soon as possible. Were sorry for any inconvenienced caused.
  
  
  Have a great weekend!
  **************,
  **************************************************

  Customer response

  03/22/2024

   
  Complaint: 21452629
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My comprehension issues were refused to be listened to along with my processing issues so i not get the supervisor to talk to me at a level i understand. They are refusing to honor the 2 year warranty the paperwork i got with a computer said i have and refusing to fix a 4 month old no longer working pc

  Business response

  03/18/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward, I will be your point of contact
  so please just reply to my emails.  I can understand your frustration at this time getting the
  run around regarding your warranty.  I apologize for that.  I am seeing a few issues with 
  the ** that you have given to us.  The ** LCPDKW00040793 was refurbished and is now
  under ** N2PDKWKKR00807F  so what I am going to need from you is for you to take 
  a picture of the computer so that I can see the ** of the unit so I can see which one we are
  working with at this time.  Also have you had any other repairs done with us under a 
  different name?  because I am not seeing any other cases with ASUS prior to 3/14/2024.
  I would like to get your units black screen issue resolved so please let me
  
  
  Thank you for your time and patience.
  **************,
  **************************************************

• Initial Complaint

  03/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a laptop from ASUS online on 2/25/24. Total was $635.99. It was a vivobook S 16 Flip OLED and advertised as such. When it arrived (3/5) I noticed it was not in fact OLED, but an LCD screen (after looking up the monitors specs). I contacted them and they confirmed that it was not in fact an OLED monitor based on my serial numbereven though it was in the literal heading of the website I ordered it from as well as my emailed receipt of purchase. The associate that helped me, ******* said, while looking at the website, although the name of the computer has OLED in it, if you look in the specs it shows that it is not an OLED display. The reputable website ****** confirms that they do in fact falsely advertise this model. This is a bait and switch. After clearly stating the discrepancy yesterday, ***** said she will escalate this problem. However, Im afraid this has been happening for more than JUST my transaction so I thought it would be best to alert BBB, FTC, and fellow ASUS shoppers. I will be attaching all evidence of this. I really like the ASUS brand, this is my second laptop from them, but they are really starting to put the *** in A-***. Its a shame

  Business response

  03/18/2024

  Good Evening,
  My name is **************, and I will be assisting you going forward.  I will be your point of Contact going
  forward so please respond to my emails directly as responding to other departments will only slow down
  this process.  I would like to apologize for the miscommunication of the information regarding your Notebook. 
  I am trying to see what options we have at this time to help you resolve this issue.  I see that you sent in a
  
  few images but I would like to see a few images of the box that the unit came in; the shipping box, the retail box
  and the unit/contents.  I will also need images of the ** and ** of the unit off the bottom of the Notebook.
  Once I receive this information I can see if we can have you return it for a refund if that is something you are 
  interested in.  
  
  
  Please let me know how you would like to proceed at this time.
  **************,
  **************************************************
  

  Customer response

  03/22/2024

   
  Complaint: 21442146
  
  I am rejecting this response because:
  Ive provided your company with more than enough information in the 13 documents attached, including my serial number, model number, receipt, and reference number for the case that has been escalated. Ultimately, I would like to be given the laptop I purchased (which was advertised as having an OLED screen and IS STILL ADVERTISED AS SUCH). Your employee confirmed that it is in fact advertised as having an OLED screen but it doesnt actually have one. So provide me with the correctly equipped laptop or give me a discount on the falsely advertised one I received. I look forward to reading your response.
  Sincerely,
  
  *********************

  Business response

  03/25/2024

  Good Morning,
  I hope you are doing well today.  I apologize for your frustration and the inconvenience
  at this time.  After reaching your notes from our last conversation you were able to work
  with the Online Services department and they have set it up for a refund.  
  I am glad to hear that this issue has been resolved.  I appreciate your time and patience
  in letting the ASUS team rectify any issues that you had.
  
  
  Have a Great Day!
  **************,
  **************************************************

  Customer response

  03/31/2024

  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.
  

  They offered me a $100 discount towards future products. I asked if they can refund $100 to original payment method since my last laptop I had for 6 years and it still works just fineI just wanted to upgrade. I dont foresee me using that $100 in the near future. I hope you can honor this reasonable request.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a AXE-***** WiFi 6E router that does not have working WiFi 6E. I have talked to their support many times since purchasing it and each time am told it is a software issue that will be fixed in the next release. It has been MULTIPLE releases since then and over a year and this is STILL not fixed and this WiFi 6E router still does not have working WiFi 6E, and at this point it is clear it will not get it, which WAS the MAIN selling point of the router!Asus has finally demanded I send it in for an RMA, on a software issue that an RMA will not fix, and wants me to ALSO pay $62 for the privilege for returning a device to receive another device that does not work. There are even 3rd party companies making firmware for this device that also cannot get the WiFi 6E to work, this is wide spread.

  Business response

  03/21/2024

  Good Morning, 
  My name is **************, and I will be assisting you going forward.  I will be your point of contact
  so please make sure that you are responding to my emails at this time.  I am sorry that you 
  are still needing a label to return your unit to the Repair Facility.  I will be getting this sent out
  to you in the next 24 business hours if not sooner.  I will also be putting in for a replacement of
  your unit due to the ongoing issues you are having.  
  The standard turn around time is 3-5 business days for the Inventory Team to find a replacement
  and at that time I will reach back out to you with an offer.  
  Thank you for your time and patience!
  **************,
  **************************************************

  Customer response

  03/22/2024

   
  Complaint: 21423241
  
  I am rejecting this response because:

  Your support lead me on for OVER A YEAR continually telling me my issues were not hardware based and an RMA would not help this situation and to just wait for next firmware release to fix the problem. That fix never came, release after release, and they continued to tell me the same thing, it will be fixed in the next release. It is a GOOD deal later, I have used this device MAYBE a full week since it was purchased, and I am fed up with your support giving me the run around and just refusing to support your products. This last time I contacted support to either get a WORKING firmware, or my money back and suddenly no one can seem to help me. We are past me being willing to work with your support anymore, I want my money back and their garbage product out of my home, if you want to release products that do not have their advertised functionality that is fine, but do not expect your customers be ok with that, but more so get jerked around by your support for such a long time, then on top of all that DEMAND I pay $65+ to send your product back to you to get another non-working product back because, as stated, your own support says it is not a hardware issue.

  I do not want a non-working RMA, and after all this time I am just no longer willing to work with your support. Give me a full refund and I will send you back this fraudulent product.
  
  Sincerely,
  
  *****************************

  Business response

  03/25/2024

  Good Morning,
  I hope you are doing well today.  I apologize for your frustration and the inconvenience
  of the issues that you had during the past year.  We would need to have the router returned
  to us due to it never sent prior.  At this time your unit is under warranty and the warranty
  covers repairs or a replacement of the router.  Here is a URL for your warranty:
  ***********************************************************************************.
  
  
  I have a offer of a GT-BE98 PRO, PN 90IG08G0-MA1A0V as a replacement at this time.
  It would be something that would be sent out to you once we receive your original unit
  at the repair facility.  At this time I can reject this replacement and have the repair facility
  try to repair the issue or accept the replacement waiting for the unit to be sent in for the
  new unit to be released to you.
  
  
  Thank you,
  **************,
  **************************************************

  Customer response

  03/27/2024

  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 will send out the existing today with the *** label you sent me, and await the ***BE98 Pro to correct this issue (assuming it does not have issues too).

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a rather large ultra tower case from the Asus online store and I received it with a broken clasp on one of the doors. I assumed as this was a piece of plastic with a magnet, that is self serviceable without modification of the existing mounting point or screws used to secure it, that I could contact their support and request a replacement part.I have since been told that my purchase is no longer within the 30 day warranty period, I might be responsible for damages, to return my product to a repair center (which is both impractical and has no guarantee of receiving back my original product or in a repaired state since it will have to be shipped via courier back to me) and just generally ignored with a revolving slew of support technicians that offer no escalation path or resolution.I've gone through no less than 24 of their support representatives and can provide the emails to corroborate this.The part in question might be $2 in plastic and metal and the product is assembled by someone somewhere I don't understand how this has gotten to this point when that's all I'm asking for, not even a full replacement of the entire product.

  Business response

  03/15/2024

  Good Evening,
  My name is **************, and I will be assisting you today.  I will be your point of contact going forward so please
  response directly to my emails as going to any other department will slow your process down because will
  it take time to get sent back to me.
  I am sorry that you are having issues with your side panel on your ROG GR701. After researching you cases I am seeing that you are 
  are needing to replace the broken clasp but the part is not something that is separate and will need to be purchased with the tempered
  glass also.  Unfortunately due to the damage done to the part this would not be covered under the warranty on your unit so it would be
  a charge to you.  If you don't want to send in your unit there is a website that we use that sells ASUS parts.  
  I have attached links to the Manual for the Unit with the part numbers for the parts you need - you didn't say which one would need to
  be replaced - 
  Manual for GR701 pg. 4 has the product numbers for left and right side tempered glass 
  ************************************************************************************************************************
  
  And here is the link for the ASUS parts.
  Spare ************* LLC
  **********************************************************************************************
  
  The only other option would be to send in the unit to have the broken piece replace under personal damage and that isn't covered
  under manufactured warranty.
  
  
  Please let me know if you need further assistance or have additional questions.
  Thank you for your time and patience!
  **************,
  **************************************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had 2 Asus RT-****** that I bought on Amazon on August 13 and August 15, 2022. I returned them both because they were bad. I then bought another On August 16, 2022. This one also went bad. I paid $26.50 on 04/24/23 and shipped the router back. It arrived and I used it until 01/04/24and then it went bad. I then paid them $26.50 and sent it back to be repaired again. They then sent another one back to me which was also dead on arrival. They then allowed me to send it back for free. They have had it since 2/3/2023 and still haven't sent me a replacement although they said they would. I have since purchased another router and because of them jerking me around would prefer to get my purchace price back.

  Customer response

  03/06/2024

  I received an email today from ASUS stating they are sending a new router, I requested a refund of $73 I do not want a router. ***** tracking #************ (taking indication by BBB rep ****

  Business response

  03/06/2024

  Good Afternoon,
  My name is **************, and I will be assisting you going forward.  Please make sure that your
  respond to me as I will be your point of contact.  If you go to any other department it will
  slow down any process that we have open at that time.
  I would like to apologize for the continued issues that you have been having with your routers.
  I would like to let you know that your RMA was completed with your new model replacements
  have been sent out.  Your tracking number is 726179147474 with a estimated delivery date
  of 3/7/2024 between 9:30AM and 1:30PM.  
  Please let me know if there are any other concerns or questions that you have at this time.
  I will be more than happy to assist you.
  
  
  **************, 
  **************************************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a year ago I bought an ASUS motherboard. After I installed it, I could see something is wrong with the computer. It was slow booting up and would something freeze and crash. For many months the issue wasn't severe enough for me to troubleshoot and figure out with part was defective. Close to the end of 2023 the issue became worse and the computer became unusable. I did all the troubleshooting steps I was asked to and in the end found out is was the motherboard that was defective. I sent it back and ASUS confirmed the unit was defective. They sent a replacement unit that they claimed they had tested and guaranteed it was a working unit. I received the motherboard and installed my parts ibnto it. The unit was worse than the previous one. The motherboard took multiple minutes just to boot into bios and it never booted up to windows. I bought an MSI motherboard, installed all my components onto it and the computer works with no issues. I then sent the ASUS motherboard back and they are claiming that a PCIe locking mechanism is broken and that my warranty is voided. I disagree that it was broken on my end. The broken locking mechanism would not account for the problem I experienced with the motherboard and appears to be and excuse to void my warranty. Despite all the I have an email where they are trying to charge me $300, more than the price of a new motherboard to repair/replace the unit. I could buy a new unit included shipping and tax for $230. That to me seems like fraud. I have spent money and materials to ship the motherboards back to them for their defective units and many hours on the phone with support. I have never had such a bad experience communicating with a business. They also have very unprofessionaly and rude support teams. I estimate I have spent over $300 on the motherboard, shipping costs, and shipping materials. The hours I spent with their support teams I will never get back, but hopefully they will at least refund me.

  Business response

  03/21/2024

  Good Afternoon,
  My name is **************, and I will be assisting you going forward.  I will be your point on contact so please make sure
  that you are responding to my emails at this time.  I would like to thank you for reaching out and letting us know
  about the issues that you are having with your PCIe locking mechanism on your motherboard.  I apologize that due to 
  physical damage the warranty doesn't cover repairs but as a courtesy I would be happy to waive the Diagnostic fee
  which includes the shipping and handling which is $45.00 off your initial quote for the repairs and than I will also 
  give you a discount of 30% off the parts. If we go by what the quote that you attached to the complaint it would be
  30% off $232.10.    If this is something that you are agreeable to please let me know and I will get a RMA started
  and a prepaid label sent to your for you to send your unit back in for repair.
  
  
  Thank you for your time and patience!
  Have a great day.
  **************,
  **************************************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Warranty issue with Asus. I bought a $400 dollar Asus motherboard from Best Buy in the last week of January 2024 and they are not willing to offer me a refund when the product is defective. I can provide pictures of the unit and describe what I am talking about. I did allow them the chance to fix it as it has been a month of me reporting the issue to them. I sent out the defective motherboard to Asus and ***** says they received it on Feb 6th. It will be March tomorrow and they cannot even tell me if I am getting a replacement or the same board repaired back and actually just told me the address on the prepaid label they provided to me was incorrectly specified by one of their CSRs. At this point I said I wanted a refund and they said sorry we dont do refunds. And we only repair it. I just want my refund for the their defective product they have received from me since Feb 6th. Is them refusing to provide me a refund under warranty even legal?

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Unit (N3NRKD011987120_154314_WINDOW)was purchased mid year 2022 and had a slight stuttering issue, did not think much of it while using the notebooks attached screens.Next year I got a screen to utilize with the notebook and noticed the ** would freeze and shut down but only while using a monitor.I contacted ASUS for warranty and the issue has not been resolved over a year of notebooks being sent in and being "repaired" it has always been the same issue.Did some research found it is not just me having an issue with the notebook but a KNOWN issue with this product. I have been unable to get a straight answer from Asus regarding this issue and they have even gone above and beyond and swapped my model out with another model very similiar but the issue is even worse. I have spent money on the product. i have spent money on extended Warranty, I have spent over a year trying to fix this issue but at this point it is obvious the problem is not going to be fixed and they have yet to provide a solution.i think at this point it is best I just send my paper weight of a notebook back to the manufacturer and get a refund. I have no more faith in ASUS as a company because if i get another product from Asus it will have to go through this repair program again. Which is the worst I have ever dealt with. Notebooks Shipped to me with dents//scratches//broken hinges and I the customer have yet to have a working notebook for over a year now.This is so disheartening to have invested so much in a product that can not even be used due to defective properties the manufacturer cannot even explain.

*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. ↩