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:02/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 1 month ago one of the hinges of my notebook had a problem, I chatted with customer **********************, and they said they could repair it (it was out of warranty time but they said we could repair it for free), I sent the notebook, first, they said we cannot because we don't have the parts that we need, then they said during the opening we broke the other hinge also, now we cannot repair at all.now you can buy another laptop from us with a 10% discount!!!!!! I said NO, after they suggested 30%, I complained again and now they say 50%. When I sent my Notebook to them it was working perfectly, but they broke it completely and I do not know what to do now.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an ASUS laptop for our son for college. It was over $2100. My wife and I are both registered nurses and this was a significant expense. Our son spilled water on the laptop and it stopped working in September 2023. The laptop was sent to ASUS who said spilled water was not covered under the factory warranty. ASUS sent us a repair bill for over $2300, more than we paid for the laptop. We declined the repair and decided to see if a local repair shop could fix it. When we received the laptop back from ASUS it was missing the hard drive and memory. I contacted them multiple times and have a complete email trail. Our case # is N2309022217-0034. All we wanted is for them to return our hard drive and memory so we could see if it could be repaired. They refused to take any responsibility and held firm that they did not remove the items from the laptop. ASUS was the only place the laptop was sent and opened. I have pictures they sent me with the repair estimate of the laptop internals. I escalated this to the *** office and have several emails of our plea to resolve this issue but they made no attempts to resolve the problem despite being provided pictures and all the information. When we brought the laptop to a local repair shop we were informed it had no hard drive or memory and were shocked. As a nurse, I don't know anything about opening a laptop or hard drives or the like. It was 100% opened by ASUS and the components removed. Now we have an empty laptop and ASUS refuses to provide any kind of resolution. I can provide the emails showing numerous attempts to try to resolve the problem and there refusals. We are seeking either our components that they removed or for them to replace them.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a hold of someone at ASUS to fix a PC. They have made promises to find a solution within 48 hours and it has been over a week and they keep giving me the run around. I need to speak with someone qualified and capable of fixing their device.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been dealing with persistent display connection issues on my laptop beginning a few months after purchase. I have to do a hard reset every time I turn my laptop on, otherwise the display is completely non-functional. I have discovered online that this is a common issue with the model. I sought help from both BestBuy, where I bought it, and ASUS technical support, but neither could resolve the problem. It was suggested that I send it in for repair with ASUS under my warrantee.Each time I requested an *** via phone or email, I was told my warranty had expired, requiring payment for the repair. Despite my records showing an active warranty until 02/21/24, this misinformation persisted each time I made contact. I even included a screenshot of my warrantee information in an email to no avail.After persistent efforts, one phone rep correctly acknowledged the active warranty, allowing me to secure an *** within the warranty period. I paid for a shipping label to send in my laptop. Since I was only able to acquire the *** 5 days before my warrantee end date, I sought confirmation that my warranty will cover repair and return shipping even if the laptop ships or arrives after the warranty date.The rep assured me the warranty would cover these expenses, stating each *** extended the original warranty by 30 days. Non-physical damage would be covered, provided the *** was initiated before the warranty end date. I bought a shipping label.Due to past misinformation, I felt it necessary to double-check this information, fearing the repair center might misinterpret my warranty date. Unfortunately, my concerns were validated when another rep contradicted the assurances given to me by the previous rep, claiming I'd be responsible for the entire cost of repairs and return shipping.This situation has left me extremely frustrated. The prolonged process and inconsistent information led to my warranty expiring before receiving the services that my warrantee existed for.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the laptop on 5/19/2023 and it was discounted from Best Buy, original MSRP is $2699.99, and I paid about $1950 after tax. I received the item from the store and within 90 days major problems occurred. The event log would read 100's of warnings, cautions, and failures occurring while the laptop was on. I utilized ASUS's "warranty only" Windows OS reformatting tool.I contacted support starting in August 2023 and was told flat out that a replacement will not occur, nor will there be any money back. This became an issue as the warranty card provided with the laptop was not the same warranty expressed to me by customer **********************. While I was able to get the laptop repaired, significant communication breakdowns occurred. ASUS was caught openly lying about the tracking numbers and CS made me feel bad for being upset for how I was treated. For the next several weeks I would be ignored, and it appeared obvious from an outside perspective that customer ********************** was trying to cover up their mistakes. I added 417 pages of email interactions to be reviewed showing concerns i had that were never addressed. Corporate has been working with me, but the treatment is the same from the bottom to the top of the ladder. After being lied to about the warranty, the *** communication that I would receive while my item was being repaired, being lied about the tracking numbers regarding overnight shipping but did not keep their promise. Instead, they attempted to turn it around on me and disregard their own documentation from the numerous case numbers attached to this ongoing case. There is a total of seventeen if not more case numbers involved around my laptop. They offered a refund but wanted me to send out my laptop and have it appraised. Based on my treatment from the company this is not a satisfactory resolution. I consent to BBB listening to phone calls between me and ASUS as ASUS records their conversations with their customers.

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked to have a hinge on my laptop replaced. They replaced several parts with lower quality parts, and now it operates at about 10% speed that it used to. Also stole my hard drive with all my data.

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *** card from the company, largely because it offered a 3-year warrenty. After about 1.5 years of use, the *** card suddenly failed. I received and RMA and returned the card. On receipt of the card, Asus claimed the card was not covered because of CID (customer induced damage?). The claimed damage was not caused by me. Quoted a repair cost of over $1000 (well beyond the value of the card new). Card has since been returned to me without repair.

• Initial Complaint

  Date:02/18/2024

  Type:Order 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.

  Date of transaction: 12/17/2021 Amount Outstanding: $0.00 Issue: Made a purchase of this product under a affirm loan to afford this product. Product never arrived, been disputing for a whole year with vendor they claim it arrived by carrier ***** however no one want to investigate further. Finally able to pay off loan to something I never own and would want my money back.Business committed to provide you: Zero resolution but stuck with the bill.Nature of dispute: Item not received, forced to pay for a loan of a product that I never received, no one show me proof of delivery either. Had this been protected from my credit card we would not need this dispute.AFFIRM LOAN ID: ********* Order Number: *********** Case Number: ASUS: N2112044529 ASUS Service No=N2112044529-0004 ***EMAIL SCREENSHOT TOO BIG TO UPLOAD PLEASE REQUEST EMAIL THREAD

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase an ***** NUC that failed within 7 Months withing warranty period. I followed ***** Process and the Process was to contact ASUS Support since they have taken over support for ***** NUC. I follow ASUS Support and Paid out of pocket to be shipped to service center, since ASUS was not able to find my serial number even though i was able to find in it ***** Website. I shipped my device to **********************. Week go by i hear nothing. Contacted ASUS Support again. They cant find my RMA. They indicate they will need ***** business hour to located and email me about my status. After another week go by, nothing. Call back again the following week. Same thing will need ***** business hours. After ***** hrs nothing. Call back again. they need another ***** business hours. Right now i am looking for a refund of the full purchase price of my device since ********************** Support can not find it and refund for the diagnostic fee since my device is lost.

• Initial Complaint

  Date:02/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I think Asus global after-sales service discriminates against the North ******** market!I purchased an ASUS TUF Gaming Radeon RX 7900 XTX OC graphics card,An error occurred after half a month of use,This bug happens every day. I checked the official *** forum as well as the ASUS solution and found out that the issue is a recall level issue!*** and Asus have not fixed this bug so far (this graphics card is an overclocked version sold by Asus. It cannot run normally at the frequency set by Asus. It needs to reduce the frequency and voltage to barely run stably. I think this is data falsification or hardware fraud by Asus. defect)I contacted Asus for after-sales support, and Asus asked me to send the graphics card to a repair center for repair.According to ASUS global after-sales rules, ASUS needs to provide spare hardware for customers to use during repairs. On this point, I am sure that ASUS will provide this service in ****** and *****, and they will provide spare hardware for free.However, in the North ******** market, ASUS does not provide this service.(At least I wasn't served)My desired solution options are 1: provide spare hardware (make sure the hardware works properly and I can pay the deposit) 2: replace the NVIDIA graphics card with the same performance specifications (this card has been tormenting me for 8 weeks)3: Fix the bug (Over-the-air update)