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:08/09/2025

  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 had ordered an Asus Z13 tablet/laptop from the Asus website on June 20th 2025. After over a week I did not receive any updates on the order status or shipping. I requested to cancel the order which I got the run around and the usual response of we will get back to you in 1-2 business days. Its been nearly 2 months since the order was canceled, ASUS is acting like I returned the item when in fact I never was shipped the item and they cannot provide any tracking information. I requested the refund every day with the same bot response of we will get back to you in 1-2 business days. I have proof from their online chat that they say the order was cancelled but they never refund. I have proof from their online chat order page that the order was returned even though I never received it. This is at this point criminal the way they are handling it and I feel as though I am being screwed over with nowhere to turn. I have dozens of emails from ASUS stating they are working on a refund for the past 45 days but they never actually refund.

  Business Response

  Date: 08/11/2025

  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 and foremost I would like to apologize for the issues that you have been having with your online order and getting the refund. I understand that can be frustrating and I will assure you that I will assist in resolving this issues for you.
  I have reached out to the online service department at this time and requested an update, I will reach back out to you in the next 3 business days. If I hear back sooner I will reach out at that time.
  
  Thank you for your time and patience while I research this for you.
  
  ***** *.,
  ************************************************************************** here...

• Initial Complaint

  Date:08/09/2025

  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 purchased an ASUS Dark Hero Z790 motherboard for a computer build (the product is still in warranty). Out of the box, the motherboard had malfunctioning DIMM slots (POST code 55 with QVL-compatible RAM/dysfunctional A2 and B2 DIMM slots). I sent the board to ASUS for an RMA (USKVT40506) in April, shipping it at my expense. ASUS claimed they repaired the board. I completed my computer build with the repaired board, and the system crashed regularly. I replaced the **** CPU, and GPU in the system, reinstalled Windows, and reflashed the UEFI/BIOS, and the instability persisted. I wrote to ASUS and expressed my frustration. I asked for a replacement motherboard or a refund, as their repair process doesnt seem to be very effective for a motherboard with a $700 price point. I heard back from ASUS within a few days, and I reiterated my request for a new board or a refund. They offered free shipping for an RMA (USKVT71717) after agreeing to some terms I laid out. They received the board and stated they would repair it. I again asked for a replacement or refund, and they refused, stating the board is repairable. Motherboards are delicate and complex. If a board leaves the factory broken, and an RMA repair fails, there isnt a point in attempting subsequent repairs. The more ASUS fidgets with the board, the greater the risk that the traces on the circuit board will be damaged. Which means further board malfunction. This will cause more expense, troubleshooting, and for me, disassembling my computer and sending the board in for more repairs.Ive spent about $200 on packing materials and shipping this board to ASUS for RMA 1 and 2. I spent an undue amount of time troubleshooting and replacing computer components to determine that ASUSs repair was not successful. I am asking for a refund of my original purchase price. If this issue is not resolved soon, my next step will be to file a complaint with the ************************.

  Business Response

  Date: 08/11/2025

  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 would like to apologize for the issues that you are having with your motherboard and that it wasn't repaired after the 1st RMA. I have escalated your case to see what the technicians have found during the testing of the unit when it was received on 8/7/2025. This can take 2-3 business days. I will follow up with you as soon as I get back that information and what options I will have at that time to help resolve your issue.
  
  Thank you,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23723044
  
  I am rejecting this response because: I dont trust ASUS repair abilities. The motherboard never worked correctly and Ive been through the *** process once, which was unsuccessful. Ive already spent an undue amount of time and money trying to get my computer to work. At a 700 dollar price point I deserved a better experience. 
  Please just keep the board and refund me. 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 08/13/2025

  Good Afternoon,
  I hope you are doing well today, I would like to apologize at this time for all the issues that you have been having with your motherboard right out of the box and even after the 1st repair. I would like to ensure that I am going to work on resolving this for you. After researching your cases I have seen that you are having that same issues as before with malfunctioning DIMM slots. At this time I am looking into a recertified replacement for you however I will need a list of your components that you are using on your build so that we can check the *** list to make sure they are compatible. If we are unable to do that we can not guarantee that a replacement will is compatible or will work. I will also like to offer you a 3 month extension on your warranty once your RMA is completed for the replacement which will give you a warranty end date of 2027-02-25. I look forward to hearing from you so that we can resolve your issues as soon as possible.
  
  Thank you for your time and patience during this process,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23723044
  
  I am rejecting this response because: 
  

  I have zero confidence in any recertified items from ASUS. Ive seen too many ******* videos and read too many Reddit posts from people that have received recertified motherboards with bent CPU socket pins or GPUs shipped in packaging  that would cause damage if they werent damaged leaving your facility.  

  I would be open to a new, sealed board of equal value or a refund. 
  
  
  As a gesture of good faith, heres a list of the components in my system: 
  
  
  Intel Core i9 14900k
  Corsair DDR5 2x 32GB RAM CMT64GX5M2B6400C32
  Samsung 990 PRO 4TB (MZ-V9P4T0)
  Western Digital 
  WDS400T2X0E-00BCA0 4TB (SN850X)
  Gigabyte 5070 TI Gaming OC GV-N507TGAMING OC-16GD

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

• Initial Complaint

  Date:08/08/2025

  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.

  **************** Issue:I purchased TUF-RTX4070TIS-16G-GAMING from ASUS on 2024-03-18. After encountering very high temps on the device it reached 106c within seconds, which is out of normal accepted levels, RMA number and date USKVT70399 2025/07/31 ASUS approved a refund and stated it would be processed through a third-party platform called Concourse. However, despite multiple confirmations from ASUS that the refund was initiated, I never received any link, email, or payment from Concourse or ASUS.ASUSs Response:Over the past four months from April till today, Ive contacted ASUS support repeatedly. Each time, I was told the refund was sent or that Concourse would follow up. I triple-checked my inbox, spam folders. ASUS has failed to provide a transaction ID, payment confirmation, or any actionable ******* Actions:Ive documented all correspondence, including emails, chat logs, and screenshots showing ASUSs claims and the absence of any refund. Ive given ASUS multiple opportunities to resolve this amicably. As of 8/8/2025, I have received no refund, no link.Desired Resolution:I am requesting a full refund to my original payment method or a direct payment via check or verified transfer. I am also requesting a formal acknowledgment of ASUSs failure to follow through and a resolution timeline.

  Business Response

  Date: 08/08/2025

  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 would like to apologize for the delay in response to your emails today. Here are the directions for the buyback process for receiving your refund.
  
  Once the process has completed, you will receive an email from ***************************** to accept payment through ***** or ACH Direct Deposit. This email should explain how to doe the registration on JP-***************** Registration with ***************************** is required to accept payment. However If no action is taken after 7 days, a physical check will be mailed to their address on file.
  Upon receipt of the email, please click on Register & Accept Payment to proceed.
  This will take you through a Sign Up process for ** ****** - Concourse registration.
  Please know that this is only a member profile to accept payment that has been sent on ASUS behalf and does not create a bank account with *****.
  Once registration is complete, you will be able to view the payment details that will provide you with two options to proceed:
  (1) Zelle payment; or
  (2) Transfer to Bank Account (of your choosing).
  If no action is taken after 7 days, a physical check will be mailed to the address on file.
  
  I hope that this is helpful so that you can register to get your refund.
  
  Thank you,
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23718767.  
  I acknowledge ASUS has finally provided a direct contact and outlined the refund process. After four months of delays, miscommunication, and outright false claimsincluding being told a replacement video card had been located and was on its wayI am proceeding with the ** ****** Concourse registration to receive my refund.
  While I am willing to complete the steps required, I do not consider this resolution satisfactory. ASUS has not addressed the extended hardship or offered any meaningful apology.
  I will not be purchasing ASUS products in the future, and I will continue to share my experience publicly to help others make informed decisions.
  I am proceeding with the refund process, but I reject the business response as satisfactory.
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 08/18/2025

  From: **** ******* <******************************************************************>
  Sent: Monday, August 18, 2025 10:57 AM
  To: info <**********************************************************************************************>
  Subject: Case ID: ********

   

  Subject: Breach of Resolution ASUS Refund Case #********
  Dear BBB Complaint Department,
  I am writing to report a breach of resolution in Case #******** involving ASUS Computer International.
  ASUS is now claiming they are waiting for me to send the card back. This is false and contradicts their own records:
       I shipped the card using ASUSs prepaid label, issued by their RMA department.
       ASUS RMA confirmed receipt and stated the card was forwarded to corporate.
       The shipper confirmed delivery to ASUSs designated address (garage doors, no signature required).
       I have not had possession of the card for over two weeks.
       ASUSs representative, **** *** ***** May O., confirmed buyback approval and refund terms on August 14.
       I have received no payment, no confirmation from ** ******, and no response from ASUS since that date.
  This contradiction violates the resolution previously agreed upon. ASUS is delaying payment despite confirmed delivery and full compliance on my part.
  As a disabled consumer who spent nearly a year saving for this graphics card, this delay is causing emotional distress, financial harm, and mental health triggers.
  Requested Action:
       Immediate confirmation that corporate has received the unit
       Full transfer audit
       Refund processing as originally agreed
  Please let me know if you require any additional documentation. I am prepared to provide email records, shipping confirmation, and ASUSs own statements.
  Sincerely,
  ******* Shaneem
  ******************************************************************
  **********
  Attachments:
       **** *** email (Aug 14)
       Shipper confirmation
       ASUS RMA correspondence

   

  Business Response

  Date: 08/19/2025

  Good Evening,
  
  I hope you are having a good day today. I wanted to reach out regarding the BBB email that you have sent regarding the - Subject: Breach of Resolution ASUS Refund Case #********.
  After researching I am showing that your unit was received under RMA USKVT70399 on 7/25/2025 and Document 4 which is the email that was sent from *** ***** May was dated on 7/15/2025 requesting the unit back. I am not sure why you would have received it so late.
  The process of the refund is done 2 times a month and I understand that you were told that it would be payed on the 8th of August which we are showing that it was processed, and the payment will be sent from the accounting department on the 22nd. I apologize for the delay.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23718767
  
  I am rejecting this response because: I was told i would get my money either on the 21 or 22nd well it's 5:30PM EST 22nd and no money no email nothing, I'm not getting my money back am i. :( No email from ASUS no email from ** ****** so once again they lied to me and now to you, Please tell me there's away to hold them accountable with out having to go to ********** to sue them in small claims court.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/06/2025

  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.

  DATE OF TRANSACTION: 5/25/2025 TOTAL AMOUNT PAID: $3846.46 TRANSACTION: I purchased a ProArt P16 (H7606) laptop for $2899.99, 3 Yr damage protection for $199.99, ASUS ROG Centra True Wireless Earbuds for $55.99, and an ASUS Triple 4K Thunderbolt 4 Dock.RETURN POLICY: 30 days from purchase.RETURN INITIATED: 6/18/2025.REASON FOR RETURN: Within 2 weeks of my purchase, the same laptop was discounted over $700 and a newer model became available. I had only turned on the laptop once and returned it with the earbuds. Laptop was in full working order with no blemishes. Earbuds were returned in unopened box.CONFIRMATION OF RETURN: ***** confirms that the return was received by ASUS on 7/3/2025. On the ASUS website, under their returns section, it confirms each time that was received including the laptop and earbuds.ISSUE: ASUS is claiming the earbuds were not returned, even though their website shows confirmation they were received. They are holding up my full refund of the laptop due to the earbuds issue and have continuously sent me emails from their Customer ********************** stating the issue is escalated and under investigation. It's been over a month and I have received the same email from them 5 times claiming it will be resolved in the next few days. I have sent screenshots of their site showing the earbuds were received several times to their customer **********************, but they refuse to accept it. They are purposefully holding up my refund due to their error.RESOLUTION REQUESTED: I have asked that they either refund me the full amount of the laptop and the extended Warranty or send me back the same laptop (with the same serial number to verify that they do not swap it with a refurbished laptop).

  Business Response

  Date: 08/07/2025

  /Good Afternoon,
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost I would like to apologize for the issue that you have been going thru trying to return you laptop and earbuds. After reviewing your cases I am seeing that you were offered the refund for the laptop. However I am not seeing anything further regarding that refund at this time. I am looking into this issues at this time and will get back to you in 3-5 business days, due to the weekend coming up. If I find out this information before then I will reach back out to you at that time.
  
  Thank you for your time and patience in this matter.
  
  ***** *.,
  ******************************************************************************************************************************.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23710402
  
  I am rejecting this response because:
  
  I am not receiving a full refund nor have they stated one is coming.  The ASUS website, via my account, under "My Returns" confirms that both the Laptop and earbuds were returned and received.  They confirm this for each item.  The ASUS Customer ********************** claims that the earbuds were not returned.  In several emails, ASUS customer ********************** stated my refund was being reviewed, but before processing, they were waiting for the return of the earbuds.  The final response from their customer ********************** stated they were working on my refund minus the value of the earbuds, which their site confirms was returned.  I would like my full refund including the cost of the earbuds.  They have never confirmed my full refund was actually issued.
  
  The attachment shows the ASUS ROG Centra True Wireless earbuds was returned, marked "Return Received" yet they are stating my refund, when and if they ever process it, will be less the cost of the earbuds.  They have refused to acknowledge that their own return information shows they were received.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 08/12/2025

  Good Evening,
  
  I hope you are doing well today. I understand you frustration during this process however I was informed that we will be giving you a full refund for the items you have listed. Please allow your bank a few business days for funds to be allocated.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23710402
  
  I am rejecting this response because:
  

  It has been a week and I still do not see a refund as being processed.  They claimed it would take just a few days. I want to verify the refund has gone through before I accept and close this case.

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

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an ASUS Z790-A motherboard for RMA due to intermittent slow boot behavior. The system was fully functional before shipping capable of POST, entering BIOS, and running both Windows and Ubuntu with full GPU stress tests (e.g. FurMark) showing no instability.After 4 days in ASUSs possession with no technical report or diagnosis shared, I was abruptly informed that the *** socket had bent pins and was being declared out-of-warranty due to physical damage. I was asked to pay a $30 labor fee and $15 shipping. No intake inspection report or timestamped proof of existing damage was provided.I challenged this decision with a technical explanation that bent socket pins would not result in intermittent boot delays with perfect runtime stability. ASUS staff refused to provide any technical analysis or explanation. Their final response stated:We do not provide analysis on parts or products and only process them in the conditions we receive ******** are also already in contact with a Supervisor which is the highest support level made available.I offered to cover shipping and a reduced labor fee ($20$25) as a compromise, which was declined. ASUS has effectively ended all discussion, despite providing no evidence the damage was pre-existing or caused by user error. No attempt has been made to technically reproduce or confirm the original reported issue.

  Business Response

  Date: 08/04/2025

  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 for the issues that you have been having regarding the $45.00 labor and shipping fee for the repair of your motherboard. At this time as a onetime courtesy, I have waived the labor and shipping fee. Your unit will go back into repair and the normal turnaround time is 3-5 business days not including weekends.
  
  Thank you,
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/10/2025

  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.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:08/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered ROG Zephyrus G14 (2025). Laptop Windows 11 Pro/AMD Ryzen AI 9 HX 370 Processor/2TB M.2 NVMe PCIe 4.0 SSD ************** GeForce RTX 5070 Ti Laptop GPU/14" 3K (2880 x 1800) 16:10 120Hz OLED ROG Nebula Display -was not delivered, no signature required when delivered and no confirmation of delivery when I was told by ASUS that it would be delivered with signature confirmation. ***** investigation also involved. No laptop delivered to the person intended, no answers provided for $3000 purchase. Will need laptop to be resent.

  Business Response

  Date: 08/05/2025

  Good Morning,
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost, I would like to apologize for the issues that you are having with your shipment of your online order from ASUS. I understand how frustrating this can be
  for you and I will be more than happy to help you resolve this. We have started a investigation regarding the status of your order delivery with ***** and I will reach back out to you with a update in the next 3-5 business days.
  Thank you for your patience and time during this process.
  
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:08/03/2025

  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 sent out my motherboard around beginning of May 2025. Asus warranty repair center stated that my cpu casing pins has some minor brokeage that caused the motherboard not to work anymore. At beginning of the June, I received by the motherboard with a new CPU module, however it was missing one of the four screws that was there to hold onto CPU fan. Respond was super slow so I decided to buy replacement screws from ****** for about 13 dollars. (also had to pay for labor fee and shipping fee because they stated that CPU modules are not covered under warranty, I don't even know how it is possible to have CPU socket ***** when the cpu has a flat surface...). After 2 months of going back and forward, ASUS won't even stated that they cannot reimburse me back with the replacement screws i got from amazon, or even send me a set of screws that they were supposed to send me back. I'm glad that I had bought the s**** from ******, instead of waiting for them to send me a replacement a mistake that they made on their end, imagine without a computer for 2 and half months.RMA NO=USKVT50045 ASUS Service No=N2505000847

  Business Response

  Date: 08/04/2025

  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 received your unit without 1 of the 4 screws that held the *** fan. I do see that a *** was put in for a replacement and then was cancelled due to you purchasing the screws thru amazon. I understand your frustration at this time and would like to help you resolve this issue. Please forward me the receipt for the screws that you purchased from ******, and I will send them
  to see about a reimbursement at this time. The following is what is require for the receipt.

  To be acceptable, your invoice/receipt must have the following:

  - File types accepted: PDF, JPH, PNG, GIF
  - Retailer name and Logo
  - Date of purchase and purchase price
  - Serial and/or model number of an ASUS product
  - Online purchases: since online resellers do not provide a printed receipt, it may be
  necessary to login to the store website and download a copy of purchase receipt/invoice
  
  The following documents are not accepted as valid Proof Of Purchase:
  -bank statements
  -screen shots
  -forwarded emails
  -copy/paste emails
  -TXT/RTF/DOC
  -format attachments
  
  Attached is a example of how to print off a Amazon receipt.
  
  Thank you,
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/04/2025

  for merely $13 replacement reimbursement, could have been solved much faster and easier when it first occured...

  Customer Answer

  Date: 08/07/2025

  referring to a previous complaint submitted. support *** now denying the claim after i accepting response at bbb and stating that it is under the disclaimer that the s**** should not be send with the mb I hope you are doing well today. I apologize for the delay in response as I was waiting on feedback regarding you reimbursement. After further review it shows that when creating the *** a email was sent with the Repair disclaimers and one of them was what needed to be removed prior to sending in the unit. Unfortunately the *** Cooler screws should have been removed prior to ***air. I apologize for the inconvenience that this has caused. Below I have attached the section in the disclaimer. Please see below for important information related to the ASUS Repair Experience: 4. Send Related Accessory Please only send accessories relative to your products problem. Please prevent sending in product accessories such as bags, stickers, manuals, external components, etc. Please fill out the *** checklist with the items which will be sent to the ***air facility. For Motherboard and Card products, remove and keep any heatsinks, IO *******, M.2 Cards, external components, etc. and this is my respond back 1st, s**** was not specifically mentioned as not part of the motherboard, and it is not easily noticeable as not part of it either. 2nd, your customer support previously stated was going to send a ***lacement of it 3rd, no one in the 3 months of email back and forth had ever state that this is not part of the mb. 4th, your disclaimer stated send in related component only, how is a reasonable person that have limited knowledge on pc hardware to know if s**** is part of it or not? ambiguity on an adhesion contract would also be sided on the party thats accepting the terms. and for a mere 13 dollar ***lacement missing s**** set, this back and forth email is getting ridiculously unnecessary, and is an obvious sign of lack of sufficient support for its customer

  Business Response

  Date: 08/07/2025

  Good Afternoon,
  
  Thank you for your prompt response and I have escalated this once again to see if we can make any further exceptions at this time. I understand your frustrations at this time and I will continue to work on a resolution for you at this time.
  
  ***** *.,
  **************************************************************************
  

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23694823
  
  I am rejecting this response because:

  Till this day, they still have not provide me with a resolution to the stated issue.
  
  Sincerely,
  
  ** ***

  Business Response

  Date: 08/12/2025

  Good Evening,
  
  I hope you are doing well, I apologize for the delay in response in regards to your reimbursement. I have received information that we will process the reimbursement and request payment for the next payment date on 8/15.
  Once the process has completed, you will receive an email from ***************************** to accept payment through ***** or ACH Direct Deposit.  Registration with ** ****** - Concourse is required to accept payment. If no action is taken after 7 days, a physical check will be mailed to the address on file. If you have any further questions please reach back out.
  
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the laptop directly from ASUS on June 21 ************************************ January but the machine would rarely turn off and so I thought it was just because I left the laptop on too long without updates. The issues started getting worse and I had to worked through the troubleshooting steps that ASUS support gave me through my asus starting in late May. By early June, I had formal tickets open under case N2506015986-0001. The troubleshooting took significant time to check drivers, installs, and factory resetting the laptop I finally reached out to have the laptop repaired in June **** was done under case CASE NO= N2506015986-0002. My laptop was under warranty for repair and I specifically asked what would happen if the issue persisted past repair and was told that my warranty would be extended for another month. I sent the laptop in to be repaired.The repair was done under ticket USBVT61339 and I had to pay for shipping. I received shipping confirmation on June 30 and had the laptop back in hand in July. The repair report said that the techs were unable to recreate the issue but immediately after receiving the laptop continued to restart randomly even more then before. The issue has gotten so bad that machine is completely unusable.I then contact Asus support again and I am continually given unhelpful advice like speaking to the company I purchased the laptop from which is ASUS. I am also told to capture an issue that happens randomly and so after days of trying to do this I capture this video which clearly shows the issue ****************************************** I have been engaging with ASUS for months at this point for them to repair a lemon that you sold me. Through this entire process, I have had to do all of the research, bear the cost of the repair shipping, and spend hours chasing you or trying to work with your defective product.

  Business Response

  Date: 08/01/2025

  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.
  We are sorry to hear that when you received your unit back from repair, the issue persists. We want to assure you that we can help you get this issue resolved, and that we understand the urgency.
  I've reviewed your RMA USBVT61339 and show that the Tech Diagnosis Steps: Duplicate unit CPU and GPU overheating, potentially causing unit auto restart, replace MB (Tried replacing liquid metal and Thermal module, not working). So I do show that your motherboard was replaced on the last RMA.
  I would be happy to set up another RMA for you so we can assess the unit for you. I'd be happy to provide you with a prepaid shipping label and waive the diagnostic fee.
  Please let me know if you wish to proceed. I look forward to your reply.
  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: 08/01/2025

   
  Complaint: 23685084
  
  I am rejecting this response because:

  I have been working with support for months and constantly been given bad responses. It has been over 2 months trying to fix this issue and I'm am extremely disappointed with Asus' commitment on their products

  I want a full refund for the machine as I have little confidence in the product 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 08/07/2025

  Dear ***** ****,

  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.

  ***** *.,

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

  Customer Answer

  Date: 08/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree to continue working the issue with their escalated contact. I am closing this case and will reopen another if I do not receive a satisfactory response 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/30/2025

  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.

  ASUS has effectively stolen a graphics card from my 13-year-old son by refusing to honor a valid warranty claim. I submitted an *** for a malfunctioning *** I purchased for him. He lives with his mother in ********. I live in ******** and handled the return personally. I used ASUSs own prepaid ***** label and dropped off the package locally. I listed my sons home as the return address so the fixed card would go back to ******* ASUS claims the package was dropped off two hours away from the return address which is correct, because I dropped it off near where I live. They also claim the ***** station recorded the package as weighing only 1 lb and are using that as an excuse to deny the warranty, alleging the *** couldnt have been in the box.Heres the truth: I personally packed the graphics card. It was in the box. I used protective padding and followed instructions. I handed it to *****. At that point, it was out of my ******** fact, the prepaid label ASUS gave me shows 1 lb as the shipment weight which suggests ***** never actually weighed it and the label defaulted to 1 lb. So their weight discrepancy isnt proof of anything it reflects what ASUS pre-printed.I have the drop-off receipt. The ***** tracking shows it was delivered. ASUS phone support even told me the package had been received. Yet weeks later, they reversed that, denied the warranty, and shifted the blame onto me the customer rather than taking accountability.This has caused my son serious stress and ruined his summer. I followed every step ASUS gave me, but ASUS and ***** failed. I demand a replacement or refund for the card. This is a complete failure of responsibility and decency.ASUS: Do the right thing.

  Business Response

  Date: 07/31/2025

  Good Evening,
  My name is ***** *., and it will be my pleasure to assist you. First and foremost, I would like to apologize for the issues that your son was having with his graphic card and also for the problems you encountered while shipping the card in for repair/replacement. I will have to escalate this up to our Canadian Support Team for further guidance as they are the point of contact for these cases. I will reach back out to you in the next 2 to 3 business
  days.
  
  Thank you for your time and patience during this process.
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23676589
  
  I am rejecting this response because:

  Hi *****,
  Thank you for your response and for escalating this to your Canadian Support Team. I appreciate that youre taking this seriously, as this situation has been deeply frustrating and emotionally draining.

  Just to clarify will further communication regarding this issue be through this BBB message thread or directly to my email?

  
  This whole situation involves a graphics card I bought for my son. He lives with his mother, and I was handling the warranty process for him. ASUS and ***** have pointed fingers at each other, and now Im being left empty-handed, despite having followed every step I was told to follow using the prepaid label, dropping it off at *****, and providing the receipt.
  Ive explained before that I know the card was in the package when I shipped it. If there was a weight discrepancy, that has nothing to do with me I suspect the 1lb recorded was just pulled from the prepaid label and the package was never properly weighed. Again, not something I could control.
  Im asking ASUS to take accountability here. Its unacceptable for a customer to follow all the right steps, only to be told theyre out of luck especially when a very very expensive item i bought is involved and a child is now without the gift I bought him.
  I really hope this can be resolved the right way. Please keep me informed as soon as theres an update.
  
  Sincerely,
  
  *** Mungwan

  Business Response

  Date: 08/05/2025

  Good Morning,
  
  I hope you are well today. Thank you for reaching back our for this clarification. Usually, the initial responses and any corresponding emails that come to us thru the BBB portal will be answered there. But most of the day-to-day updates or from the Canadian Support Team will come to your email directly.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/10/2025

   
  Complaint: 23676589
  
  

  Hello *****,

  
  Thank you for the clarification. I appreciate you letting me know how the communication process works.

  
  I will be monitoring my email closely for any updates from the Canadian Support Team. However, I want to confirm that I will keep this BBB portal open until the issue is fully resolved and a satisfactory resolution is provided.

  
  I have already reached out to the Canadian team via email and am currently awaiting their response.
  Thank you again for your continued assistance.
  
  
  Sincerely,
  
  *** Mungwan

• Initial Complaint

  Date:07/29/2025

  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.

  Hi there,In summer of 2023 I bought an Asus ROG Zephyrus G15 laptop in ****** (bear with me). Shortly after the purchase, I noticed some issues with the equipment but the service center provided support and I just brushed off whatever had happened. A few months later after my 1 year warranty expired, the battery began draining despite being plugged in. It rapidly got worse and worse and I thought the culprit was the adapter or battery. It eventually drained to 0 and never turned back on. I of course got in touch with ASUS Mexico but to my surprise I was told that the serial number is american *****************, the equipment was purchased in Best Buy USA and I could not be supported by the company in ******, and was prompted to get in touch with ASUS USA or take it to an unofficial repair shop. I did both, and I was told by the repair shop the motherboard was practically fried and the cost of replacement/repair was basically a whole brand new laptop. These equipments are nowhere near cheap.After getting in touch with ASUS ***, they confirmed not much could be done because of the expired warranty except just paying for the repair/replacement. Again, the cost of another brand new laptop. I thought it was unfair so I got in touch with the ASUS CEO office and they offered a 15% discount on the total cost of repair, which is nothing.I told them I was underwhelmed and disappointed in the brand, but they dont seem to care much for customer retention. I dont think 2 years of gentle use is justified for a fried motherboard. I was sold a faulty equipment and Im expected to pay the price of another brand new equipment. This does not seem like a good business practice at all. I feel sad, angry and let down, I sincerely wish that youre able to help me in this *********** regards,Gianfranco

  Business Response

  Date: 07/30/2025

  Good Morning,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost, I would like to apologize for the issues that you are having with your Notebook. I understand the frustration and you have been going through to get your unit repair. I also understand that the cost of repair can be a factor at this time. It would be my pleasure to assist you with this.
  However, since your product is out of warranty as of 6/2024, usually a non-refundable diagnostic fee must be paid prior to the device being sent for repair. This fee does not include the repair cost. I would like to offer you a onetime courtesy to waive that fee, the diagnostic fee covers 2-way standard ground shipping and the labor cost of the repair. I see from your BBB complaint that you address is NV, ***** before I can start the Return Merchandise Authorization (***) process I will need the completed information sent to me.
  Address (No PO Box) including Apt #:
  City:
  State:
  ZIP Code:
  Country:
  Contact Number:
  Once I receive the information I will process the *** for you, email the shipping label and instructions via separate emails, and then the process begins.
  
  When your product reaches the repair facility and is examined by a technician, you will be contacted via email with a quote for the actual cost of repair. At that time, we can look at the quote and see about further discounts for you. I understand that you were offered 15% and declined that offer so depending on what was found we may be able to suggest another amount.
  
  Thank you for your time and patience during this process.

  ***** *.,

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

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23670641

  I am rejecting this response because:

  Hello *****,
  Thank you for your quick response and for offering to assist personally. I truly appreciate your time and the courtesy extended regarding the diagnostic fee and shipping.
  Before proceeding further, Id like to clarify a few important points:
  1. I reside in ******, my zip code belongs to **********, and although this laptop has a U.S. serial number, I purchased it here. ********************** Mexico made it clear they could not assist me at all due to the serial numbers region and directed me to ********************** ***. In other words, I was left without local support and told to seek help from a team in another countryone that typically does not accommodate international returnsjust to be heard. Any possible resolution must take this into account.
  2. The device has already been diagnosed by a local technician, who identified a complete motherboard failure. If this is confirmed by the ASUS ******** upon inspection, the replacement partlisted at $1,590 USD (on sale) from a website provided by ASUS USA support (unofficial, but ASUS-affiliated)is staggeringly expensive, especially considering I paid $1,868 USD for the laptop brand new.
  3. The real issue here is not the diagnostic, labor, or shipping costsits the fact that such a critical and expensive component failed after less than two years of gentle, responsible use. This was not mishandling or misuse. Additionally, I reported issues with the laptop shortly after purchase, which I trust are still reflected in your internal support records. Those early signs were red flags, and now a complete hardware failure confirms this was a faulty unit from the beginning.
  This is not just a matter of inconvenienceits a matter of trust. I purchased this device expecting the kind of quality, durability, and after-sales support that a global company like ASUS claims to offer. Instead, Ive been met with silence from one side and a costly, insufficient solution from another.
  I understand that warranties have terms. But in this case, the expiration of the warranty doesnt change the fact that the product fundamentally failed in a way that no high-end device should in this time frame. A motherboard should not fry after only 1.6 years of normal usageespecially in a premium laptop. Had this occurred just a few months earlier, it would have been covered, and I doubt ASUS would question the legitimacy of the issue. The fact that I now must cover nearly the full cost of a new device just to replace a failed part is, frankly, unreasonable.
  Furthermore, the previously offered 15% discount is far from sufficient given the circumstances. It does not meaningfully address the nature of the issue or the excessive cost of the replacement part. Shipping the laptop internationally only to see if a better discount might be offered after inspection, is simply not a reasonable or respectful offer. 
  Im asking for ASUS to do what is right. If ASUS truly values customer satisfaction and long-term brand loyalty, then I ask that you reconsider the support being offeredparticularly by extending a meaningful and substantial solution. Not as a courtesy, but as a corrective response to a product that did not meet the expectations of quality and reliability I was sold on.
  Thank you again for your time, and I look forward to your response.
  
  Best regards,
  ********** *******
  

  
  

  Business Response

  Date: 08/01/2025

  Good Afternoon,
  I hope you are doing well today. I would like to apologize again for the ongoing issues that you were having with your unit. I understand your frustration at this time due to you being out of warranty since June 2024. 

  Thank you for your clarification that you live in ****** and due to that we would need for you to have a address within ***************** if you don't than you would need to get support from your region and due to your unit being out of warranty the repairs will be responsible for the payment for repairs. If you do have a US address that we would be able to offer a 30% discount and waive the diagnostic fee.

  Thank you 

  ***** *.,

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

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23670641
  
  I am rejecting this response because:
  
  As I mentioned earlier, ASUS Mexico has explicitly stated they cannot assist me at all due to the units U.S. serial number, and they directed me to ********************** **** If this issue were occurring with ASUS ******, I would already have PROFECO (Mexicos consumer protection agency) involved. While I am currently located in ******, I can provide a U.S. shipping address without difficulty, removing any potential logistical barriers to resolving this matter through ASUS USA.

  Thank you for increasing the proposed discount from 15% to 30%, but even with a 30% discount, the cost of replacing the motherboard remains disproportionately high. The part alone is listed at $1,590 USD ON SALE only $278 less than the brand-new purchase price of the entire laptop. This is not a normal repair situation; it is a case of a premium product suffering complete hardware failure in under two years, after already having shown signs of being a ***defective factory unit*** shortly after purchase. As I said earlier, there MUST be a record of these events I reported while being under warranty. The laptop either randomly crashed or didn't fully turn on when pressing the power button, repeatedly. No reputable company should hide behind policy to avoid addressing a unit that was faulty from the start.

  Since my last correspondence, I have conducted further research and discovered that my experience is far from isolated. On forums, numerous users report unsatisfying user experiences with ********************** equipments, some even going so far as to warn others not to purchase from ASUS at all. I found one particular striking case where a consumer in ********* had their motherboard replaced by ASUS despite being out of warranty, with only the labor cost charged. This raises serious concerns as to why ASUS is willing to offer fairer treatment in other countries, yet refuses to show similar goodwill in my case. I now regret ignoring the early warning signs that my device was defective and placing my trust in ASUS to make it right. Today, I am left without essential work equipment, a situation that is both costly and deeply disappointing.  This truly isn't fair.

  The offer as it stands does not meaningfully resolve the situation. I am requesting that ASUS acknowledge the evident product defect and either:
  - Repair the unit at no cost to me (excluding labor charges, if applicable), or
  - Provide an appropriate replacement.
  I hope ASUS will take this opportunity to demonstrate its commitment to fairness and customer satisfaction. Resolving this issue equitably would not only address my case but also send a strong message that ASUS stands behind the quality of its products when it matters most.

  Best regards,
  Gianfranco