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:07/08/2025

  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 purchased an ASUS ROG Strix G16 laptop (G615LR model) from Micro Center in May 2025. One of the primary advertised features of this laptopclearly listed on the ASUS websitewas support for DisplayPort video output via Thunderbolt 5. This was essential to my work setup, which relies on multiple external monitors for productivity.From the beginning, the Thunderbolt ports failed to transmit video to any external display. I thoroughly tested all hardware, used multiple certified cables and monitors, and updated all drivers and BIOS to the latest versions as recommended by ASUS. Despite this, the issue persisted.Over the course of a month-long exchange with ASUS ************** I submitted multiple rounds of proof, including screenshots, system specs, BIOS and driver versions, error messages, and even video evidence. Each time, I was either ignored or asked to re-submit what I had already provided. ASUS repeatedly gave generic responses and made redundant requests instead of offering a concrete solution.I requested a replacement or refund multiple times. ASUS initially offered a replacement but later declined it, claiming the receipt was invalideven though it was the only receipt Micro Center makes available for reissue. Now ASUS is backtracking, claiming the problem may be due to settings or incompatibility, contradicting their own advertising.After more than 30 days of lost productivity, I have no resolution. I believe this falls under false advertising and a failure to honor product claims. I am now seeking the BBBs help to obtain a full refund or a functional replacement that supports DisplayPort over Thunderbolt as advertised.

  Business Response

  Date: 07/09/2025

  Mr. ****** ******,
  
  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 would like to apologize for the issues that you've had since you purchased your new laptop. I understand that this can be very frustrating, and I will be happy to assist in helping resolve this issue with you.
  
  After researching your cases I have noticed that an escalation was sent to our Technical Support Team for further assist and we did receive some feedback from them that was forwarded to you this morning in regard to the *** port issues you are experiences. Please let me know if the information gathered and forwarded to you were helpful or if we need to look further into a resolution for you.
  
  I look forward to hearing from you.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23571865
  
  I am rejecting ASUSs response because the business has consistently failed to provide a resolution for over a month and continues to delay and deflect instead of honoring the products advertised functionality.
  I have provided video, screenshots, driver information, and multiple forms of purchase verification. ASUS representatives have repeatedly asked me to install different versions of drivers and BIOS, many of which I already had, and none of which resolve the issue. The product continues to fail to deliver the advertised Thunderbolt 5 with DisplayPort support, despite ASUSs own site listing that exact feature.
  The most recent communication merely repeats outdated troubleshooting steps and offers no new resolution. I should not be required to repeatedly troubleshoot a feature that is clearly advertised but non-functional out of the box, especially after over a month of documentation, delays, and ineffective support.
  I am requesting either a full refund of $2,177.59 or a replacement with a functioning unit that provides the advertised Thunderbolt 5 display output, as listed on ASUS's own website. If this is not provided, I will proceed with escalation to the New York Attorney General, the ************************, and public consumer reporting platforms to ensure the false advertisement and poor customer ********************** are properly addressed.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/11/2025

  Good Evening,
  
  I hope you are doing well. I understand your frustration that you're having with the troubleshooting of your laptop. However, before we can move further in the escalation process, we always have to make sure that we have hit all processes. On the 7th of July our Technical Support Team asked the following feedback. I am not seeing any response to this. If you could please let me know if this was done so I can follow thru with them on the next steps.
  Make sure ac adapter is plugged in.
  The igpu version you must use is V32.0.101.6129
  In the screenshot you provided for ***** gpu is V32.0.101.6790
  Looks like we have newer ****** gpu so please try to see if that resolves your issue V32.0.15.7665
  Looks like we have newer bios version so please try to update to 318
  
  I understand that you want a replacement of a functioning unit, but we would need to have you send in the unit so that our technicians can look over your laptop. Once you have verified the above information please let me know and I will start the *** (return Merchandise Authorization) process. The standard turnaround time for repairs is 7-10 business days not including weekends and shipping times.
  
  Thank you for your time and patience.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23571865
  
  I am rejecting this response.
  ASUS is continuing to either stall or ignore the detailed documentation I already provided, which clearly shows all drivers and BIOS versions requested (including iGPU V32.0.101.6129, latest NVIDIA GPU driver, and BIOS 318). I also included screenshots showing that despite these updates, the USB-C/Thunderbolt port still fails to recognize external displays or devicesa core advertised feature of the laptop I purchased.
  ASUSs latest message claims they have not seen a response to these requests, but I sent a complete update days ago that included visual proof of these exact versions installed with the issue persisting.
  Sending in the device for an RMA is not a viable option, as this is my primary development machine and I do not have a backup. I am a small business owner and this laptop was purchased with the understanding that it supported Thunderbolt 5 with DisplayPort functionality, as clearly advertised on ASUSs official product page.
  That advertised feature is non-functional, even after extensive troubleshooting. This qualifies as false advertisement, and I am now requesting a full refund so that I may purchase a functioning machine from a different manufacturer and recover from over a month of lost productivity.
  If ASUS refuses to honor this reasonable and justified request, I will proceed with my escalation to the New York Attorney General and other consumer protection agencies. I hope ASUS can respect the significant time and cost Ive already incurred due to this issue and resolve the matter professionally and promptly.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Asus Vivobook in March 2025 and the extended warranty through 2028 to cover my purchase. It cost 1200. the laptop is a two-in-1 flip book and the keyboard and laptop is a little flimsy. Had I known this I would not have purchased it. I have never dropped the laptop. I do travel with it, but in a luggage size roller bag and it is very protected. Today two of the keyboard keys popped off. One I was able to pop back on the other I was not. In general, keyboard keys pop off often and can often be reconnected about 70-80% of the time. but the cheap construction of this unit makes that difficult (I work in IT). This is a known issue for this laptop. Here is a video on ***lacing them DIY ******************************************* Here is a Reddit forum discussing it ****************************************************************************************************************, had I known (it was a new release) when I bought it, I would not have purchased it. I called ASUS support and they implied I DAMAGED IT from dropping it and would be charged. This is completely false. The laptop has no scratches. No signs of damage of any kind. It is essentially a laptop tablet, an oversized ********* surface. Dropping it would show very obvious damage. I got upset with the *** and then she started to interrogate me, asking "Are you sure you didn't drop it?" NO. Now I have to send it in for ***air (the laptop I use for work) for 7-10 days and I am unclear if/what I will be charged for it. Again, had I known this would be not covered under warranty, I would have not purchased it. My other with ****** covers this at no charge, covers customer-induced damage, and will come to my house to ***air it. I feel ripped off and extremely disappointed. I no longer wish to do business with a company that does not actually warranty their products but charges for an extended warranty. Serial number of unit ****************. Manufacture date *******. Tech support case number N2503014279.

  Business Response

  Date: 07/07/2025

  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. 

  First, I would like to apologize that you are having issues with your Vivobook that you just purchased. This is not something that we find acceptable, and we will work to help resolve this issue for you.

  
  I would like to reach out to our **************************** to look into this being a known issue. I will reach back out to you with their update in 2 business days.
  
  Thank you for your time and patience which I look into this situation.
  
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:07/02/2025

  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 purchased a graphics card in early February (ASUS TUF RTX 5080 OC Edition). I had issues from the very beginning with their software recognizing the card was even installed. After many attempts to update the software, ensuring it was up-to-date, graphics drivers were up to date, windows was up-to-date. The card would not register which removed my ability to use the card in its full capacity. Their customer support took days to respond. The response that was sent did not offer any information, only a link to an outdated GPU software that allows the finer control of the **** but had nothing to do with the *** lighting or getting their software to register the product in the system. I called them and asked why I was sent this link to GPU Tweaks II, they stated that I needed GPU Tweaks III, After downloading the newer GPU Tweaks III, I asked ok, what am I supposed to do now. At which time they stated that I didnt need to download any of them as they didnt have anything to do with the issue. After some back and forth and many days, the card finally registered. During this time and for the following weeks, My brand new system was having extremely odd issues. I eventually narrowed it down to faulty software from the manufacturer. I had uninstalled and reinstalled windows many times trying to solve these odd issues. I contacted the manufacturer who stated I didnt need their software to use the card, however, their software is required in order to use every aspect of their card. At this time they do not have a resolution and simply tell me not to install their software. This prevents me from using my video card in its full capacity. I am requesting to return the product for a full refund. I have reached out to the manufacturer who refuses to accept this resolution. The simple fact is their software causes system issues and without it, I cannot use the card as designed. Sending their card back for warranty work does not solve the software.

  Business Response

  Date: 07/03/2025

  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 have been having issues since the very beginning of your Graphic Card purchase. I understand the frustration that you are having due to this issue. I am also seeing that you are requesting a refund for the product which would go thru the original place of purchase, however that is usually with in a specific period of time specified in the return policy.
  After researching you cases I am seeing that we have attempted to do troubleshooting and escalated your case to the **************************** Team to get additional support to assist you. Unfortunately, they are requesting
  for Armoury Crate logs to analysis the problem when you meet Armoury Crate issues. I will be more than happy to send you the steps to do this so that we can resolve your issues. Or I can set up a Return Merchandise Authorization (RMA) to have you send in the unit to have our technicians looking into your concerns to help resolve your issues. Please let me know if this is something that we can set up for you and I will provide a expedited shipping label out so that we can expedite this process. The normal turn around time for this is 7-10 business days not including holidays, weekends or shipping time.
  
  Thank you for your time and I hope to hear from you soon.
  
  ***** *.,
  ************************************************************************** 

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23550529
  
  I am rejecting this response because:

  I have spent tens of hours attempting to resolve this issue.   The request for logs was not asked while I was on the phone, or during chat support.   Armory crate has already been uninstalled, I showed the video of Armory Crate being uninstalled.   It seems your team only requested those logs at the time because they saw that I had uninstalled armory crate.   Can you please provide an explanation for the run around and the reasoning for the screenshots provided?   Your team had me perform unnecessary downloads rather than ask for the proper troubleshooting inquiries.  The reason so much time has elapsed is due to the poor handling of your troubleshooting team.   I have already done my due diligence and spent enough of my own free time in trying to resolve the issue with your graphics card. I no longer wish to spend any more time, effort, frustration on your product.   Your software is faulty and defective and causing too many system wide issues.   If you do not wish to answer my questions directly I will be relatively disappointed as nobody has ever had any answer as to why your support team had me perform these unnecessary action during the troubleshooting process.   As a consumer I have already spent far too much time with your failed support team and far too much time attempting to resolve these issues that are directly related to your product.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/08/2025

  Good Evening,
  I hope you are doing well today. I would like to thank you for sending in the Zip file with the additional files. The file did not upload properly so we were not able to open it and send it to the **************************** so they could analyze it. If you could please send the file in again and if it's large you can use ****** docs. Also, you are requesting that we answer your questions, and we would be more than happy to assist you with that so if you could please document specific questions that you would like answered I will make sure that we respond to them.
  
  Thank you for your time and patience during this time.
  
  ***** *.,
  **************************************************************************
  

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23550529
  
  I am rejecting this response because:

  I will send this file again.  I am unsure how your team was unable to load the documents.  I forwarded the email to another IT support to have them verify the condition you claim is occurring, and they are able to open the file just fine.   This is further proving the inability to handle this matter properly and is further demonstrating your supports team ability to perform basic support functions.   I do not want to have to deal with this any longer.  You have taken up so much of my time with a product that is not performing as advertised due to your software's performance.   At this point the only proper resolution is providing me the ability to return your product.   I have attached the ZIP file here.   But further communication asking me to perform any further actions is unacceptable.   Let me know where I can send this card to get my refund so I can buy one from another manufacturer.   Failure to provide this will result in further escalation beyond the BBB.

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

• Initial Complaint

  Date:06/27/2025

  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 have spent over $4000 on ASUS branded equiptement including a Motherboard and VGA card. Both of which required the ASUS Armoury crate to have the *** lights controlled in any way. Since having the product this software has been nothing but headache and doensnt function properly just like their site.. Before this complaint I was going to reach out to chat, but for some odd reason it could tell my name and email, but not the 3 products I have registered with them. I am beyond furious with this situation since I know its not only me. There are thousands if not 10's of thousands facing these same issues and are too lazy to care or do anything about it while ASUS rolls in the cash from all of us. Its disgusting.PLEASE FIX YOUR SOFTWARE AND MAKE IT SO I AM NOT PULLING HAIR OUT TO INSTALL IT! REINSTALLING WINDOWS SHOULDNT HAVE TO BE AN OPTION TO GET YOUR HARDWARE/SOFTWARE TO WORK!!!!!!

  Business Response

  Date: 06/27/2025

  Hello *** *********,
  
  Good Afternoon, 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've reviewed your submission and I'm sorry to hear your having issues with Armoury Crate. I'd be happy to help you resolve these issues, Can you provide your Serial number for your units? Can you also provide more information with what is occurring? I can work with our technicians to find a resolution for these issues. I look forward to hearing back from you and working with you to resolve this issue.
  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:06/17/2025

  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 bought a Asus graphic card RTX5070ti from Asus Store: ***************************************************************************************************************************** on May 21st 2025. Asus claims the promotion that buying graphic card would get a free game Doom if purchase within May 21st.However I never receive the game code from them. I reached out to customer ********************** multiple times since early June and and it's been 2 weeks which is close to the promotion deadline to redeem the game code. Asus still not provide the game code and deny the promotion. I have shared the archive link of the previous promotion: ************************************************************************************************************** which they deny since it's not Asus website. It's impossible to get the previous link without web archive since Asus took the previous link off. They are doing false promotion to **** customer to buy their product and do not honor what was listed in their site. ******'s terms and service clearly states the retailer(Asus) needs to provide the code and there's link in Asus' original promotion page as well.

  Business Response

  Date: 06/18/2025

  Hello **** ****,
  
  Thank you for contacting ASUS.
  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 understand that you purchased the Asus Graphic card RTX5070ti and didn't get the promotion code for Doom. I know that this has been frustrating and I'm sorry for the confusion. I've looked into the promotion and show that our graphics card line was not part of the promotion. Graphics cards from other resellers might have been included but our Mother boards, PC cases, Displays, Power supplies, AIO Coolers, Networking, Peripherals that were included are located at this link *******************************************************************
  Unfortunately with your purchase we are unable to provide you with a redemption code as it is not a valid purchase.
  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,
  ******* *.
  **************************************************************************
  Chat with Us if you need further support.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23481621
  
  I am rejecting this response because:
  The link clearly states it includes graphic card: ****************************************************************

  You were looking at a different promotion even I'm talking about. 

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 06/25/2025

  Hello **** ****,
   
  Good Morning, 
  I understand the confusion the link I provided and the link you provided is for the same promotion. But if you notice on your link all of the models of ours state ROG or the name of our specific models that participate in the promotion. The graphics cards listed don't say TUF or ROG and list the sub models. This is because our graphics card lines aren't participating. The link I provided actually lists all the models and devices that are participating. I do apologize for the confusion.
  
  
  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: 06/30/2025

   
  
  Complaint: 23481621
  
  
  
  I am rejecting this response because:

  In the screenshot, it says:
  Stand And Fight
  Get DOOM: The Dark Ages Premium Edition with select GeForce RTX 50
  Series products.*
  ?GeForce RTX™ 5090, 5080, 5070 Ti, 5070 graphics cards.
  ?GeForce RTX™ 5090, 5080, 5070 Ti, 5070 Laptop GPUs.
  ?GeForce RTX™ 5090, 5080, 5070 Ti, 5070 desktop system.
  Promotion Period
  April. 30, 2025 - May 21,

  
  I don't understand why you are saying graphic cards are not participating where it states `?GeForce RTX™ 5090, 5080, 5070 Ti, 5070 graphics cards.`. It already passed the Nvidia redemption deadline. This whole experience is just bs. 

  
  
  Sincerely,
  
  
  
  Peng Chen

  Business Response

  Date: 07/02/2025

  Hello **** ****,
  
  Good Afternoon,
  I understand that this is frustrating but according to the information we show that our graphics cards weren't participating with this promotion. Unfortunately, your purchase wasn't a qualifying purchase. I'm sorry that we weren't able to provide you with the game code.
  
  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: 07/03/2025

   
  Complaint: 23481621
  
  I am rejecting this response because:

  I still dont understand why graphic card is not participating where the webpage literally listed the graphic card. Have you ever checked the screenshot attached? I assume people can read English.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/16/2025

  Type:Delivery 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 May 5, 2023, I paid $185.28 before taxes for an Asus B550-F Gaming Wi-Fi II motherboard. Asus claims on their own website that the built in Wi-Fi (the RZ608) supports Wi-Fi 6e. It does not. It is can only do Wi-Fi 6. The difference is that Wi-Fi 6 can only connect to 2.4ghz and 5ghz Wi-Fi, but Wi-Fi 6e connects to the new 6ghz frequency. This is all over the forums around the Internet... the RZ608 in that Asus uses and CLAIMS to be Wi-Fi 6e is NOT Wi-Fi 6e because it can not see 6ghz networks. Now I have to purchase an ***** AX210NGW to replace the RZ608 so I can get the full functionality of my router.I don't know if I'm entitled to any money or refund, but I have a class action lawsuit letter written out that I will start if they do not compensate me for this false advertisement.I'll leave my order number from Amazon below in the Order number field.

  Business Response

  Date: 06/18/2025

  Hello **** ******,
  
  Thank you for contacting ASUS.
  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've reviewed your case and understand that you are having issues with the built in ****. I'm sorry that you are having issues with this and I'd be happy to help find a resolution. Upon reviewing the technical specifications of your model I show WiFi 6E 6GHz regulatory may vary between countries, and function will be ready in Windows 11 or later. Can you confirm your Windows version? Have you confirmed that Windows is up to date? If you could please provide your serial number I'd be happy to look into more specific troubleshooting for your unit.
  
  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,
  ******* *.
  **************************************************************************
  Chat with Us if you need further support.

  Customer Answer

  Date: 06/21/2025

  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'd like to drop this "case"... apparently all the posts from forums I read had people who don't quite understand networking like myself, as I am a Computer Network Admin and *************************** Engineer.  I preemptively assumed that what they were saying was just how it was going to be for me.  That my RZ608 Wi-Fi adapter that is part of the Asus B550-F Gaming Wi-Fi II motherboard wouldn't work on the 6ghz band.  

  EVERTHING works perfectly fine.  

  I am truly sorry for jumping to conclusions before my router arrived to test for myself.  Sorry for wasting your time and thank you for your pleasant response.

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

• Initial Complaint

  Date:06/10/2025

  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 have been dealing with this repair since APRIL, I got my computer back late last month, and there was NO CHARGER, despite part of my repair being a battery related issue, which REQUIRES me to send a charger in. Yet I was told by contacting support multiple times that I would get a new charger sent to me N2412009467-0012, N2412009467-0013, N2412009467-0014. I contacted about this again tonight on 6/10, only to now be told that I had not sent a charger, which I did, because again, its required for battery related issues. I cant use my 1400 dollar computer because you guys messed up and are now basically accusing me of lying.N2412009467-0015. I need a charger for my computer, This is unacceptable and the WORST warrenty repair service EVER! RMA Number is USPCT40433.

  Business Response

  Date: 06/24/2025

  Hello ***** ****,
  
  Good afternoon. I hope your day is going 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've reviewed your case and show that we shipped out a replacement charger and adapter on RMA USPCT60358. I show that it shipped out on tracking number ************ via ***** on 6/11/2025. Can you confirm if you received this? If not I'm so sorry that this occurred, I'd be happy to look into how to resolve this for you.
  Please take note of your case number for your future reference: N2412009467-0019

  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:06/10/2025

  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 Z790-H motherboard in April ********************************************************** early June 2025, the system shut off mid-use and never powered on again. I tested thoroughly before submitting for *** including a known-good PSU, removing RAM, shorting the power pins, and confirming that there was no fan spin or POST. The issue is clearly VRM or power-delivery related, not cosmetic.I submitted an *** through ASUS (***# USKVT51103), and within days, ASUS rejected warranty coverage, citing bent CPU socket pins and billing me $48.60 for labor and shipping.However, those pins were slightly bent when I first received the product in 2023, and I chose not to *** it at the time because the board worked fine. The system booted and ran perfectly until the board completely died recently. I never reported pin issues, and I clearly stated in the *** form that the issue was a power failure not a CPU-related or cosmetic defect.ASUS has made no effort to diagnose the actual power issue and appears to be using the presence of bent pins as a way to deny a legitimate warranty claim. There is no proof the pins caused the failure, and given that the board was functioning perfectly for years, this is extremely unlikely.I am requesting that ASUS honor their stated warranty policy and provide a replacement motherboard for the clearly unrelated power failure. If they intend to charge me for cosmetic pin repair, then I request that they also fully repair the board and not send it back still dead which is what I am afraid will happen, based on how they've handled the case so far.

  Business Response

  Date: 06/24/2025

  Hello ***** ***,
  
  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've reviewed your case and show that you've paid the quote, the quote was for just the pin repair. I'm sorry that we weren't clearer on what the process was and making sure that you understood we would still address the initial issue. I do want to assure you that the power issue was addressed. Below is the testing information.
  Tests: We tested the issue by testing window. All functions are performing according to ASUS MB specifications. We have run ASUS WMB tests, which performs a diagnostic on all MB functions, and it has passed. All voltages and signals are normal. Ports, USB, LAN, WIFI/BT, AUDIO, M.2, SATA, and PCIE functions are normal. Reboot test normal. Aging: We have run a 1 hour burn in test to check for any stability issues, and it has passed.
  I show that your unit has shipped back to you on tracking number ************ which can be monitored on *****'s website. I show that it is scheduled for delivery tomorrow. If you do have further issues please let me know and I'd be happy to help you resolve it.
  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:06/09/2025

  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 spent 16 hours troubleshooting following asus recommendations. Told I had to get a refurbished unit when I bought new, and that I had to wait over a month to get a new unit sent out. Thisnis unacceptable, asus claims to have excellent customer ********************** but I was hung up on and lied to by a representative that claimed there were no supervisors on staff when I requested one. After ****************************************************** ina " supervisor que" which hung up on me in less than 30 seconds. I was told my option was yo spend another 600 dollars to put on hold while they ship me a new unit with a shipping label while im stuck unable to conduct my small business without a computer. This is horrible customer ********************** and they are breaking fcc protocol denying me a supervisor. I want a new unit sent to me with no hold on my card, and I also want a 50% discount refunded for being treated like complete garbage by their customer **********************. I would never recommend them to anyone and I hope no customers have to endure this like I have.

  Business Response

  Date: 06/18/2025

  Hello ****** *********,
  
  Thank you for contacting ASUS.
  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've reviewed your case and I understand that this process must be very frustrating and I'm so sorry that we weren't able to resolve this for you sooner. I also understand that you've submitted your invoice and upon reviewing it the invoice states the condition is used- like new. Unfortunately used units don't come with a warranty but we will be happy to provide you with a recertified replacement with a 90 day warranty for you.
  Unfortunately we are unable to provide a new unit at this time is under the ASUS warranty policy.The recertified unit you will receive comes direct from the manufacturing site and has not been used by any customers but may have new and/or remanufactured parts inside the unit: however we cannot classify it as a brand new unit since these are warranty units that are not intended for resale. This is also standard or common practice for most electronic devices when utilizing the manufacturer's warranty. For more information regarding the warranty for your ASUS product(s) you may visit ************************************************
  I'd be happy to get an RMA set up for you, I understand you are requesting us to send it to you with a prepaid shipping label. I can send it before receiving your original back first but that does require a credit card hold that would be released as soon as we receive the original unit back. If you don't wish to proceed that way I can send you a label to send in your unit and we can then send your replacement. Please let me know how you wish to proceed.
  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,******* *[email protected] with Us if you need further support.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding ASUS's prolonged failure to resolve a warranty issue that has now lasted over four months, severely impacting my work and personal ******* February 2025, I submitted my laptop to ASUS's U.S. support center for a screen issue. Over the course of the next few months:1. The first repair was mishandled my device was returned with additional damage to the top cover.2. The second repair resulted in a broken keyboard bezel and a defective charger.3. ASUS then provided a replacement laptop, which arrived with five dead pixels on the display.4. A second replacement unit was sent, but it also had visible screen defects, including a scratch on the display.Despite repeatedly informing ASUS customer ********************** and receiving support from a representative named **** *., no permanent solution has been offered. Recently, the only option presented was to send the laptop in for repair again. After so many failed attempts, I have completely lost trust in their repair technicians.I wish to highlight that:These problems were not caused by misuse, but by ASUSs own repair and quality control failures.ASUS previously promised me a "new" replacement yet both replacements arrived defective.Ive been without a usable computer for more than four months.I do not accept further repairs and instead request one of the following:1. A refund of $2,299, the current price of the device, plus $500 in compensation for damages and delays.OR 2. A final replacement with a newer 2025 model or higher-tier device to ensure better quality control and avoid another defective unit.This situation has caused me immense stress and disrupted my productivity. I have tried to be cooperative and patient throughout, but ASUS has failed to fulfill its obligations.I only speak Mandarin Chinese by phone. Please do not call unless you can provide a Mandarin-speaking representative.

  Business Response

  Date: 06/18/2025

  Hello ****** **** ****,
  
  Thank you for contacting ASUS.
  Good Afternoon,
  Your case has been escalated to and taken over by our *********************** team, please respond directly to their emails that are sent via ACI-*************************************** Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  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,
  ******* *.
  **************************************************************************
  Chat with Us if you need further support.

  Customer Answer

  Date: 06/30/2025

  I am filing a complaint against ASUS regarding a defective replacement laptop (model G614JIR-XS96) I received, which has clear screen scratches and at least two dead pixels. I submitted multiple high-resolution photos and videos proving these issues. However, ASUS claimed "no fault found" after their inspection, which I believe was flawed or improperly conducted. The unit was shipped for inspection on June 20, 2025. Prior to that, I clearly noted via email and RMA paperwork that the screen defect is only visible under strong flashlight and not under regular indoor lighting. Despite this, ASUS seems to have inspected it under insufficient lighting and even used an iPhone to photograph it, which lacks proper macro detail and brightness to capture subtle surface issues. In contrast, I used a high-lumen bicycle flashlight and offered to send it to ASUS if needed. No rational customer would voluntarily send in a working laptop for inspection unless a real defect existed. I did so because the damage was real, and several family members, coworkers, and friends witnessed it firsthand. My request is simple: 1. Either honor the original promise and replace the unit with the agreed G615LW-AS96, or 2. Send the device to *********************** ************************************, where I can personally show the scratch using my flashlight. Additionally, ASUS must recheck the two dead pixels I already reported and shared images of. The defective unit must not be returned to me until the issue is fully resolved. I have remained professional and cooperative throughout. However, ASUS's refusal to properly investigate and address this problem has severely damaged my trust. If this is not resolved fairly and urgently, I will escalate the case through legal or regulatory channels. I remain open to resolving this matter directly with ASUS.

  Customer Answer

  Date: 06/30/2025

  Complaint Summary: I am filing a complaint against ASUS regarding a defective replacement laptop (G614JIR-XS96) I received. The unit has visible screen scratches and at least two dead pixels. I submitted clear video and photo evidence, but ASUS returned the unit claiming no defect found. I believe their inspection was flawed. Details: On June 13, 2025, I shipped the unit for inspection after confirming visible defects. I had already submitted high-resolution images and videos, clearly showing a screen scratch only visible under a high-lumen flashlight. This was stated in both email and RMA paperwork. ASUS claimed no fault was found, but I disagree. In one of the images they sent, a suspicious line inside the red circle appears to match the scratch I reported possibly overlooked by the technician. ASUS also used an iPhone to take pictures, which lacks the macro clarity needed to capture faint scratches. I used a more capable device and high-lumen bicycle flashlight, and even offered to mail the light to ASUS. No reasonable customer would send in a laptop unless sure theres an issue. My friends, coworkers, and family all confirmed seeing the defects with their own eyes. My Request: I request ASUS to honor the promised replacement and ship the G615LW-AS96 as agreed. If replacement is not possible based on submitted evidence, I ask ASUS to ship both the defective unit and the replacement unit to a NYC ASUS service center, where I can personally demonstrate the issue to a technician using proper tools. ASUS must also check the two dead pixels I previously documented. Please do not return the defective unit until the issue is properly resolved. Conclusion: Ive acted in good faith throughout this process. ASUS initially agreed to replace the unit, then reversed that decision after a questionable inspection. I hope they reconsider and resolve this fairly. If not, Im prepared to escalate through other legal or regulatory channels.

  Customer Answer

  Date: 06/30/2025

  I would like to respectfully clarify that my second complaint is not a duplicate, but rather a necessary follow-up to a significant change in ASUSs handling of my original case after the first BBB file was closed.

  Background:

   In the original BBB complaint (#********), I reported screen defects (scratches and dead pixels) on a replacement ASUS laptop (model G614JIR-XS96). ASUS acknowledged the issue and offered to replace the unit with a higher-tier model (G615LW-AS96), pending inspection of the returned device.

  Due to this resolution, I did not submit a rebuttal or objection, and assumed the case had been resolved in good faith.

   New Development:

   However, after receiving the device I shipped on June 13, 2025, ASUS later contacted me on June 25 and reversed its position stating that no fault was found during inspection and canceling the previously agreed replacement.

   This was a sudden and unexplained change. I was never informed that the replacement was conditional upon an unverifiable inspection. In fact:

   I had already submitted multiple high-resolution photos and three videos showing both a screen scratch (only visible under strong light) and two dead pixels.

   I clearly stated in emails and RMA documentation that the screen should be checked using a high-lumen flashlight, as the scratch is not visible under normal lighting conditions.

   The defect was witnessed and confirmed by multiple people (family, colleagues, friends) before I sent the laptop in.

   ASUS technicians allegedly used standard indoor lighting and an iPhone camera both inadequate for detecting the issue and now claim there is no problem.

   Even in their own blurry inspection photos, I noticed a faint trace where the scratch appears, but it seems they ignored it.

  Why This Is Not a Duplicate:

   My first complaint was filed in good faith, and I chose not to rebut ASUSs response because I believed the case had been resolved when they offered the replacement.

   The second complaint (#********) was necessary because ASUS reversed its decision after the original BBB case was closed and without any valid justification or opportunity for me to respond.

   Thus, the matter remains unresolved, and I request that BBB reopen or allow processing of my second complaint as a continuation or reinstatement of the dispute.

   What I Am Requesting:

   1. That ASUS honors its original offer and ships the agreed replacement unit (G615LW-AS96), based on the clear evidence I already submitted;

   2. Alternatively, that ASUS sends the unit to their NYC service center, where I am willing to personally demonstrate the defect using my flashlight;

   3. That ASUS does not return the defective unit to me until the matter is fairly resolved.

   If ASUS insists there is no defect, they must provide verifiable proof that the screen was not secretly replaced during their possession, which I have reason to suspect may have occurred.

   Thank you very much for taking the time to review this situation. I have remained calm, professional, and fully cooperative throughout this frustrating process, and I appreciate any assistance you can offer in ensuring ASUS addresses this matter properly and fairly.

  Please feel free to contact me with any questions or if additional documentation is required. I am more than willing to resubmit all image and video evidence if needed.

  Sincerely,

  **** ****

  Original Complaint #********

  Follow-up Complaint #******** #********

   

  Business Response

  Date: 06/30/2025

  Hello  Guan ****,
  
  Thank you for contacting ASUS.
  Good Afternoon,
  Your case has been escalated to and taken over by our *********************** team, please respond directly to their emails that are sent via ACI-*************************************** Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  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,
  ******* *.
  **************************************************************************
  Chat with Us if you need further support.

  Customer Answer

  Date: 07/21/2025

  I am filing a formal complaint against ASUS regarding unresolved quality issues with a replacement laptop (model G615LW-XS96) I received, and the lack of timely resolution from their support team. This device was sent to replace a defective G614JIR-XS96 unit. However, upon receiving the replacement, I immediately noticed multiple defects: 1. Scratches on the screen 2. Scratches on the ** adapter body and connector 3. Worn rubber feet on the bottom casing I documented all issues with photos and videos and reported them promptly. ASUS only acknowledged the adapter issue and agreed to a replacement. However, they dismissed the screen scratch as within tolerance and claimed the bottom casing couldn't be replaceddespite having previously replaced such components on a different ASUS model (FA607PI), which proves otherwise. I proposed multiple reasonable solutions: 1. Ship me the new adapter and bottom case first, with the damaged parts returned after installation 2. Or, offer a replacement with a newer or higher-tier model (e.g., G635 series) I have shown patience and cooperation throughout. I made it clear I would not use the device until the matter was resolved, as I am not comfortable using a product with unresolved damage that was present upon arrival. As of now, the laptop remains unused in its original packaging. Desired resolution: I respectfully request that ASUS resolve this issue by either (1) sending me a new adapter and bottom casing, or (2) replacing this unit with a defect-free, newer model(e.g., G635 series). I also ask that ASUS ensure better communication so that customers are not left in the dark during the resolution process. All relevant evidence is organized and available to support my claims. I am happy to cooperate but need ASUS to take responsibility and provide a timely, fair resolution. Sincerely, **** ****

  Business Response

  Date: 07/21/2025

  Our highest level of Support *** ************* is handling this case and has been in continuous contact with Mr. *****  Mr. **** has received his replacement and is not happy with the replacement at this time and they are working on a resolution.

  Business Response

  Date: 07/29/2025

  Good Evening,
  We have attempted multiple times to work with the customer to have him send in his unit so that we can replace the parts that he feels are damaged when received. However Mr. **** doesn't want to follow the warranty policy and would like for us just to send the parts to him and unfortunately we are unable to do this. Our highest Level of support is assisting him at this time to help resolve this issue. We have also set up to send him a replacement adapter which was delivered by ***** on 7/29/2025 TN# ************.
  I hope this helps give you some clarification at this time and if you need anything else please feel free to reach back out.
  
  ***** *******.

  Customer Answer

  Date: 07/31/2025

  I must respectfully clarify and correct several misleading statements made in their reply:

  *** style="color: black;">I have never refused to follow the warranty policy.
  From the beginning, I clearly communicated my willingness to cooperate with ASUS under reasonable conditions. I accepted the initial replacement of the entire unit and, after receiving the new device ***** model), I promptly reported three *******************

  I explicitly agreed to not pursue a screen replacement and only requested a resolution for the other two issues.

  *** style="color: black;">Screen scratches *** style="color: black;">Scratches on the power adapter *** style="color: black;">Worn rubber foot pads on the bottom *****************
  *** style="color: black;">ASUS acknowledged the defects in the power adapter and bottom rubber pads.
  Both their representatives (**** *. and ****** from ASUS support) acknowledged the evidence I provided via detailed photos and videos. As a result, ASUS promised to send me a new power adapter. I waited weeks without any shipment update, and only after persistent follow-ups did ASUS finally ship it. *** style="color: black;">My request to receive the bottom panel as a spare part is based on past experience.
  In a previous warranty case (device model ********, ASUS replaced the screen bezel and top cover separately without requiring a full unit repair, proving such part-level replacements are within their technical and logistical capacity. Given the minor and cosmetic nature of the current issue, and my concern over repeated repair risks (damage during service), I proposed a compromise:
  ASUS can ship me the replacement bottom panel first, and I am fully willing to return the defective one afterward. This is a reasonable consumer request that helps avoid further inconvenience and potential mishandling by repair staff. *** style="color: black;">I have not requested any special treatment outside ASUS policy.
  My only aim is to resolve a straightforward and documented quality issue in the most efficient and low-risk manner. Ive demonstrated flexibility, patience, and a willingness to compromise (such as giving up on screen replacement and accepting cosmetic flaws), while ASUSs responses have been delayed, dismissive, or *************************

  Given the above, I respectfully request that BBB continue to monitor this case and hold ASUS accountable for a fair and flexible resolution either by sending the replacement part (bottom panel) as requested, or by offering an upgrade (e.g., to a new, unused G635 model) as previously proposed in communication with their team.

  I remain committed to resolving this matter amicably but reserve the right to pursue further action should ASUS continue to ignore the core concerns.

  Sincerely,
  **** ****

  ---

  Supporting evidence (photos, videos) is available here:

  Photo Evidence Folder:
  
  ************************************************************************

  Video Evidence:

  AC adapter casing scratches:
  ***********************************************************************************

  AC adapter connector:
  ***********************************************************************************

  Bottom case rubber feet wear (2 clips):
  1. ***********************************************************************************
  2. ***********************************************************************************