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:11/20/2023

  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.

  *************************************** indicates under the *** list of approved ram for the Z790 Hero that Gskillz ram model#(F5-7600J3646G16GX2-TZ5RK) is supported/compatible. The motherboard has been tested via Memtest and Cinebench with this ram and is unstable. This z790 hero motherboard passed with lower Mz ram. The Gskillz ram was tested on another motherboard and passed. There are many people experiencing same issues. I tried to contact customer support at ******************** and they would only be willing to swap the motherboard out. I asked if I could pay to upgrade to a higher model that would successfully support the ram I purchased

• Initial Complaint

  Date:11/17/2023

  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 8 November 2022 I bought an Asus mother board to build an expensive desktop computer. After building this desktop the system worked flawlessly and worked for less then 6 months before issue. In June 2023 The computer all of a sudden went blank and I took it to a licensed and reputable facility. They tested all cords equipment and hardware and determined that the mother board wouldn't post. At this time the technician contacted ASUS and troubleshooted for over an hour with the representative. After tested they determined it was the mother board and to send it for repair or replacement. During the following 2 months they claimed there was a broken pin and blamed it on shipping (we have multiple pictures of the unit with no proof of damage) ASUS then demanded the technician to pay 90 because of the broken pin to get it fixed. He was reluctant but paid it. After that the same unit was replaced with no visible broken pins but still didn't work or post. He repeated the process and sent it back. This went on for 3 times before I called. Now they have it within a 4th sent and responses are they can not replicate an issue nothing is wrong with the unit. I just want to be done and have the items that belong to me (ram, processor, and random pieces) returned to me and all refunded because of the lack of repair and value within warranty of the first year that was used. It is now past 1 year and no service will be followed or repaired now that the unit is out of their first year warranty.I want all my money back so I can go purchase one from a different company that actually works and that will get my business back up and running the way this was suppose to work all year.This issue started in June and it's now almost 6 months of sending back and forth back and forth. This should not take this long for resolution and most people that I talk to can't even understand my English coming out of my mouth.

• Initial Complaint

  Date:11/17/2023

  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.

  In June 2023 I purchased an ASUS notebook laptop for $550 at Staples in Woodstock and purchased the extended warranty. The 4th time I used the computer it froze and was Unreparable when I took it to staples. Since the first year of the warranty is under The manufacturer I have been waiting for weeks after sending the computer to be repaired to markham and then finding out afterward that the computer had to be sent to ***************** due to a staffing shortage at the markham repair department. I do not have a laptop and am starting college in january and have received nothing as far as any repair status. All I'm looking for is a working laptop that I can use. And I need one desperately. Thank you.*************************

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for two routers with ASUS on August 18th, 2023. They were delivered on August 24th, 2023. I bought two routers because I wasn't sure what the range they provided was, and got two in case I needed a mesh network to cover our whole house. It turns out one was fine, so I requested a return from ASUS, was sent a shipping label, and sent the router back to them within a week. I used the ***** tracking to confirm that the router arrived at ASUS.On September 20th, 2023, I wrote to customer support for an update on the return and refund status.On September 21st, I received a response saying that I would receive an update in ***** hours.On September 22nd, I received an update saying that my refund would be issued in 3-5 days. I then received a separate email saying that they received one of the routers, but wanted to know if I was going to return the second router. I told them that I only needed one and was sending one back.I haven't heard back since, and I haven't received a refund. Today, on November 16th, 2023, I received an email from ASUS saying that they received my return request, and was given instructions about how to print a return label. I have already returned the product. The email also said I could check the status of my return on their website.I went to their website and was prompted to change my password. I changed my password and logged in, and as soon as I clicked "my returns," I was logged out. I tried to access this page several times, but each time was logged out before it loaded.I tried to access their customer support chat, and was prompted to sign in to begin chatting. As soon as I signed in, I was told that my password was not valid, and found myself in another loop of logging in, going to the chat, being prompted to log in, etc.I just want a refund for the brand new product I returned within a week of receiving it in August.

  Customer Answer

  Date: 12/08/2023

  Hey there,

   

  I received my refund from ASUS after you contacted them. Thank you very much for your help!

   

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

• Initial Complaint

  Date:11/16/2023

  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.

  Purchased a ROG Zephyrus DUO 16 (2023) GX650 a few months ago and have had issues with the device from the start, had it looked at by a trusted colleague who attested to the issues I'm having and stated that I was sold a defective device. Despite the device being in warranty, Asus will not allow me to return the device, or do a 1:1 exchange. I am a First Responder and a college student and therefore need the device in both capacities, so I can't exactly just send the device off for repair or RMA. The device has exhibited severe artifact issues (a large black block inundates a majority of the screen), the audio crackles and the duo screen often doesn't work/turn on, or causes the device to lag severely. These issues have been prevalent since I initially purchased the device, but has been well taken care of, never dropped or damaged and has seen frequent updates, so this isn't just a driver issue. Asus just ***** and has no back-bone.

• Initial Complaint

  Date:11/16/2023

  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.

  I bought a product from this company, and it's been plagued with hardware issues widely reported on various forums. The ** card reader consistently malfunctions, damaging cards. There seems to be no effective fix, and even after reaching out to support, they insisted on an RMA instead of a refund. They haven't addressed the damage to my ** card, and my request for a refund has been ignored.My case number is N2310041382

• Initial Complaint

  Date:11/15/2023

  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.

  Purchased a motherboard on 10/10/22 from Newegg. A year later I had an issue. I did my due diligence and did as much troubleshooting as possible between swapping parts including RAM, PSU, CPU and etc to determine the motherboard to be the issue. I photographed my product prior to return including proper packaging. I sent my RMA in for repairs. I waiting and received word today that they weren't going to cover my warranty claim due to physical damage. They attached a picture where they said I damaged the pins on the motherboard. There was no damage prior to sending my product in for return. I disputed the damage and supplied a picture prior to sending my unit it. They said the physical damage wasn't covered. Asus is denying a legitimate warranty claim to not have to replace their faulty board.

  Customer Answer

  Date: 12/21/2023

  I received a resolution on my own, but some time after this email (within the last two weeks) I received an email from what I assume was their BBB complaint rep, who basically acknowledged that I received the resolution I desired.

• Initial Complaint

  Date:11/14/2023

  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.

  Sent a Asus Laptop that was purchased in Aug of 2023 away for warranty repairs. They are claiming that thys cannot ship to a po box number when i know its possible as i get other shipment that way. I provide a different address and it been 8 days and it still hasn't been shipped. I ask to speak to a supervisor and no one will reach out to me. What options do i have?

• Initial Complaint

  Date:11/13/2023

  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.

  Submitted an RMA laptop and paid the diagnostic fee. Asus sent me an invoice to pay for the repairs. I immediately paid for the repairs and now the status of my RMA says waiting for parts. The status on the website said I would be called within 24 to 48 hours. That did not happen. I called Asus support number and got hung up on. Called again and requested an ETA on the parts, no one could provide me a time. Instead I was told that I would have to wait another **** days for another status. I wish this was told to me prior to them requesting a repair payment. At least them, I could have gone to a local tech company to fix the issue with a faster turnaround. This is terrible, considering there are numerous reddit forums discussing Asus long repair times and them being out of parts despite being a big international business. Also, there are many forums dedicated to the GL504GS laptop generating a loud fan noise that happens randomly, which indicates this is a common issue about poor build quality of the product. Very unsatisfied with Asus and do not recommend anyone buying laptops from them.Forums About Their RMA ********************************************************************************************************************************************************************************************************************************* about the known issue with GL504GS Laptop ************************************************************************************************************************

• Initial Complaint

  Date:11/12/2023

  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.

  My Asus Zenfone 9, a GSM compatible phone, intermittently does not receive text messages and calls. I went through months of repetitive customer ********************** to no success. Then a representative falsely stated that I was on a CDMA network and that's why my phone does not work. It was not true. Subsequently, I switched carriers to a different GSM network and the issues remained. When I proved to L4 corporate level support that I was on a GSM network, they continued to send me the same email asserting that my phone won't work on a CDMA network. They are refusing to honor their warranty policy for a clearly faulty phone they are unable to fix. Ticket # N2306014121

  Business Response

  Date: 11/16/2023

  Good Evening,
  My name is **************, and I will be assisting you going forward.  Please make sure that you
  are reaching out to me as going to other department will slow down any process that 
  we are doing.  
  I would like to apologize that you are having this issue with your phone not being able to 
  call or receive text intermittently.  I also apologize that when you stated that your carrier
  is compatible with your phone that you were still getting push back.  I would like to
  help you resolve this.  
  I am showing your warranty is good unit 11/21/2023, but I am also showing that
  it will need to be repaired in the US.  If I set this up to be repaired in our Repair
  Facility in the US will you be able to send it to someone so they can ship it out
  to us?  If you don't have anyone that you are able to have ship it to us you will
  be responsible for the shipping charges to the Repair Facility and back to you in ******.
  Please let me know how you would like to proceed with the process.  
  Physical shipping address is needed prior to setting up the RMA
  
  Thank you
  **************
  **************************************************
  

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20859387

  To answer your question, I live in the U.S. and have an address there. I shouldn't need to spend money on shipping to get the faulty phone to you. Your customer ********************** department extended my warranty for another three months. It now expires on 02/20/24. As per **************'s email on Nov 9.
  
  I am rejecting this response because:

  I have been offered the repair option, but I have refused it as my issue is intermittent. An intermittent issue is impossible to repair if you can't replicate the problem. It is a waste of time and money to bring in a faulty piece of equipment that has intermittent issues. If I bring in the phone for repair, your response to me will look like this: "We have tested a SIM card in your phone and it has no issues receiving text messages. Therefore, the phone is not faulty. Goodbye." But the reality is that I also receive text messages on the phone, but not ALL of the text messages and not ALL of the time.  I have been through your support system repeatedly and you have taken logs, and screen videos and all sorts of data has already been analyzed on my phone. They have been unable to diagnose it. If you don't know what the problem is, then opening it up is not going to solve the issue and I will have spent money on sending the phone to you, and getting it back to me and discovering that the issues are still there. I am looking to make good on your Replacement Warranty that you offer for all devices as the device is clearly faulty. What hurdles are expected of a person to make good on your replacement warranty for intermittent issues?
  
  Sincerely,
  
  ***********************