Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2023

  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.

  I bought an asus motherboard where 2 of the 4 ram slots do not work. I took to a local computer store for diagnosis and they said that it was a faulty motherboard. With it under warranty I sent in an RMA request for repairs and received an invoice back from Asus for more than I paid for the original product. Asus claims that because of damage to a pci slot clip that my entire warranty is void and they would charge me $240 for a new motherboard. For some reason including labor as a line item. I was very shocked because my original purchase was only $200. They have been negotiating a "discount" with me up to 20% so that they don't have to cover the warranty on the product. I am surprised that they can claim they have a "best in class" warranty policy and anything but abysmal customer **********************.

  Business Response

  Date: 07/19/2023

  Good Afternoon,
  My names is ***** S and I will be assisting you going further.  I am sorry that you are having issues
  with your motherboard.  I am seeing that the repair facility is stating that the *** slot clip has some
  damage to it.  I have requested the pictures from the repair facility to look into this further.  Did you
  take any pictures of you unit before send it in for repair?  If you did, could you please email them to
  me.  
  I am also seeing that due to you rejecting your quote your unit is in the process of being returned
  back to you.  I will be more than happy to waiving your Diagnostic fee which includes shipping and
  labor and give you a discount of30% off the unit bringing you from 243 to 146. plus tax.  If this is something 
  that you will be interested in please let me know and if they haven't sent it out I will update the
  quote but if they have I will start a new RMA with the updated information for you.
  Thank you and have a Great Day!
  ***** S
  **************************************************

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20289938
  
  I am rejecting this response because:

  I sent the motherboard in for electrical problems with the ram slots which is covered under the product warranty.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/26/2023

  Good Afternoon,
  I hope this is finding you well today.  I was able to escalate your
  case and I am able to give you a 1-time FOC repair.  You will  
  continue with the original warranty of the unit.  I will watch for
  the tracking number and send that to you when I receive it.
  Thank you,
  ************
  **************************************************

  Customer Answer

  Date: 07/28/2023

  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:07/05/2023

  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.

  Hello,In the intrest of Keeping things short as possible I purchased an ASUS MOTB, all was well until I installed the latest Update, which caused issues with the Board and Fan and Cooling, It now Ramps Up and Down all the time, even when viewing web pages, and it never did this before even with my Old case which had hardly any ventilation, Upgraded to a New case with far more Ventilation and this is what the last Bios update did.Rolling back and trouble-shooting had not effect.Support was terrible told I would be contacted and never was, last person I spoke with seemed to be calling regularly, and then the calls just stopped. As for resolutions I am told that there are no Boards in stock then I suggest the refund so I can buy the same board from Amazon and have it in 2 days and be happy again. But all I keep being told is that it is in review??? This has been well over 1.5 months now. To me it is pretty simple, None in Stock then refund.ASUS even wanted to put a charge on my credit card and make me wait until a remanufactured board was availible. I told them NO WAY, I could be ******** weeks /months and I have to pay intrest on that charge. And I wasn't comfortable getting a remanufactered board anyway. To me that is just asking for more problems. Honestly, it is rediculous how long this issue is taking, AGAIN NO STOCK then refund not a hard descion, surely not something that has to be thought about for well over 1 month If ASUS would have just refunded my Money from the start I would have a new MOTB over 1 month ago and be happy and Work from home with no stress level wondering if the ** is going to die.Please ASUS All I want to be is a Happy customer ( Refund ) get a new Board and Go on. Please & Thank You., *******************************

  Business Response

  Date: 07/19/2023

  Good Afternoon,
  My name is ***** S and I will be assisting you going forward.  I am sorry that you are having issues with
  your Motherboard and finding a replacement for it.  I do see that in the last contact you were told that
  a unit was found for you and that we would be sending out a quote for a Credit Card Hold.  You will not
  be charged for this hold as long as you ship the defective unit back to us with in 14 days from the date
  the RMA is closed.  As for replacements and refunds the Warranty covers ************ and if we are unable
  to repair your unit then we will send a replacement to you.  ASUS does not do refunds those can only
  be done thru your place of purchase during your refund period.  Thank you for your time and patience.
  Have a Great Day!
  ************
  ************************************************** .

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20273454
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Hello,

  Yes this experience with this MOTB has been very trying to say the least, If it isn't hitting the 2 month **** sense this all began it has to be getting close. Actually just was talking to a Supervisoer??? from ASUS Last night going over this, and I had to get a hold of someone this way as I keep getting told I will be getting a follow up call but so much time goes by I have to call in to see what is Going on. People there must have a different concept of ***** hours????

  This call was to inform him about the email I rcieved about being accepted for the Advanced replacement, But as I told this person when I ran the part no. It came up Non-existant??? SO I was wondering what exactly they were going to sendf me as I sent a email with the Board I thought would make a good replacement seeing how my model wasn't in stock. And I was also wondering about this 3rd party that would be doing the payment/Hold. As O told this supervisor, I feel ok with ASUS Having my personal Info AKA Credit card Info, But I don't like the idea of a 3rd Party ??? having that info

  Also I recomemnded not to have a remanufactured Bard as I felt that would be just asking for more probelems, so that was how my request for the other Board( New  ) would make better sense. Seeing how there would be a Hold put on my credit card, So A ********* would make more sense and I wouldn't have to worry with a remanufactured board maybe having it for several weeks and I am calling in with issues again.As If it is the same board then that means I would never be able to Update the Bios as this is how this all started. But a different/********* those issues are far less likely. Just like I did in response before the Approvale came through I sent the reccommended board and the reciept of my board, and the differences in price is negligible, and the little extra it may be would be covered via the Hold on the credit card. I am still weary of a 3rd party having my personal info though, So what can we do for that issue.

  I have attached the same 2 pics as I did before the approvale came through.

  Please, Feel free to call me to discuss this if you like but Not sure what more I can say  *****************

  I keep thinking back to when I first called in about this requesting to get a refund, If that would have been done from the start you wouldn't even be reading this Grievence, I would have got my money and Ordered it from Amazon because they Have it in Stock, But ASUS didn't ??? And ASUS wanted to put that hold on my Card at that point and I still wouldn't have a MOTB and I would have been paying intrest on that charge, and that just wasn't acceptable.  Now if from the start I was being an Azz=Hole I might understand the friction, But from the get go I was trying to take the path of Least resistance, But here you are reading this and I still have no replacement and close to 2 months in now???

   

  Respectfully, *******************************

  Business Response

  Date: 07/25/2023

  Good Morning,
  I hope you are doing well today.  Please make sure that you are reaching back out to me as going back to
  the call center or chat will just slow down the process. I have received a message from our ******** Repair 
  Facility regarding your RMA.  
  
  If the ** that we have on file is not the correct ** of the model that you have 
  please send a picture of the ** name plate on the back of your unit so that we can update your profile.
  
  Advanced Replacements with the amount hold of the **** price is a requirement; I am slightly confused 
  with the "3rd Party" verbiage as our system has a secure payment link in the email that will capture the Credit Card Hold.  
  
  Replacement of stock is based on stock availability and we have no new stock for this model. 
  
  Please let me know how you would like to proceed at this time.  If you don't want to do a Credit Card hold we can do a mail in/mail out
  were once we receive your unit we will send you the replacement.
  Thank you,
  ***** S
  **************************************************

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20273454
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  This isn't really a rejection Just replying with what iit said in ASUS Email about The Hold and a 3rd Party being used which I don't care for, Don't Mind ASUS having that info But a 3rd party, not to keen on that, The less people that have my personal Info the better in my book.  As to The **** replacement, I requested the **** that I sent a pic of as it is my logc If I get the same Board I have now, Then I won't be able to Update the **** as it will cause the same problem as to why this all started, So a *************** I feel would make more sense.

  And as to the issue regaurding trying to get this taken care of, 1 day I am recieving an email that the *** was Approved, then I talk with a Supervisor reguarding these same concerns and the request for the other ****, I am told I will be contacted in ***** hours ( Still waiting for that contact sense I spoke with that supervisor???? Then the following day I get an email from ASUS Saying too much time passed ??? and *** was cancelled???

  Good Lord??? Now you see why I felt a refund was the Better option, AKA Path of Least resistance

   

  Please see attachments again and these were the same attachments sent to ASUS Via Email, I would just feel much more comfortable with this ****, because again the same one won't let me Upgrade the ****, So ************************************* if this other **** request and the Price would way off base I might understand but the prices between the 2 of within reason so See no reason why it can't be substituted

   

   Respectfully, *******************************

   

  P.S. I see I got a call while I was out on errands, But there was No message left, So not sure if ASUS called or not, If it was ASUS???

  Customer Answer

  Date: 08/18/2023

  Hello,

  NO !!!!   And well past the 2 Month **** sense this started. Actually Called ASUS Yesterday because a suppervisor said he was going to call me back and never did. I was then told that the same supervisor was going to call me back in 1-2 hrs time yesterday, Surprise Surprise NO CALL.  I tell them, This is a ************* Not a car , not a House It should not take over 2 months to replace the ************ with the one I suggested. Then another issue arouse, The *** email I was sent said that the hold on my credit card was going to be handled ny a 3rd pary payment company.   I told that supervisor, If I bought the ************ from that 3rd party, I would deal with that 3rd Party. My ************ is from ASUS, So I want to deal with Asus. I don't mind ASUS having my Banking information, But I am not giving it to a 3rd party payment web site.

   I also told that supervisor, If you would have just given me my mony back from the start I would have bought the **** I requested of them from Amazon had it in 2 days and Been happy, Now I still have No resolution, and constantly calling ASUS wondering what is going on.  The other thing was That they wanted to send me a remanufatured board and I told them also I didn't Buy a remanufactured Board I bought NEW, So I would like it replaced with NEW, If that can't be done, Then please just give me my money back and I will buy it from Amazon.

  After all this rinse N repeat talking, They say, Thank You for Choosing ASUS, over 2 Months and still NO Resolution, Abosolutely Ridicualous....

  If there is anyway I would be intitled to More money I wish to take advantage of this, Because of the time and the way this Whole thing has been handled, Very Unprofessional, I even told everyone one I spoke to ( Supervisors ) that it is very stressfull working with a **** that you don't know If it is going to keep working or not, and I have to depend on it to get my work done... Very very stressful. And to think this all could have been avoided if they would just be Professional anf Give my money back or the ************ requested, because I told a super visoe I have no faith in getting the same **** again as I would Never be able to Update the Bios, as this is what started this whole probelem, Getting the Newer **** then I wouldn't have to worry about that,

  As I told a supervisor, If you bought a car and it was having an issue, you would probably be more comfortable getting a different car, as a different car would almost be sure you wouldn't have the same issue with that one that you had with the other modlel.

  I don't know what else to say???? Can't beleive it is taking this long to resolve something so easy, But here I am writting the BBB, to resolve it.

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

   

  P.S. Here are the last to attachments I sent ASUS, The requested **** and the cost, and mt reciept for what I paid for my ****, I am not asking ASUS to Buy me a completely new PC it;s a **** and I picked a replacement I would be comfortable with that Is close to the same price......The one I requested costs less then what I paid for mine as you can see... How am I being unreasonable?

  Business Response

  Date: 08/18/2023

  Good Afternoon,
  My name is ***** S and I will be assisting you going forward.  I apologize for all the back and forth
  that has been going on regarding your replacement.  I have been working your case but when other
  department start working it also it tends to slow the process down.
  I do have a offer for you today.  This offer is a replacement that doesn't have accessories and is 
  recertified.  And will be available 8/31/2023
  TUF GAMING B550-PLUS WIFI II
  90MB19U0-M0XCN0
  Please let me know if this is acceptable to you at this time.
  Thank you.
  ************
  **************************************************

  Customer Answer

  Date: 08/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, It worries me that it is the ASUS B550 model, because it is my logic that being the same board, I won't be able to update the ***** , and how do I know I won't get another issue with updating down the road with this model, That is why I felt that get the ASUS *************** would be a safer option, And I would feel alot more comfortable. Also having the same brand, I am going to be in the same boat I am now as to stress, and working on it, now I don't know if it is going to just stop working, and getting the same brand you are offering I will be in that same boat as to I wonder if it will stop working.  And it would **** if I did accept this offer, and then a wek later I am calling in again.

  And even if from the very beginning ASUS just gave me my money back I wouldn't be buying a different brand I would be buying ASUS but the Rog Strix Board,

  Thank You for your offer, But I would just feel More comfortable having the ASUS Rog Strix Model, New Horizons you might say

  Please, I respectfully request the ASUS Rog Strix Board
  
  Sincerely, *******************************

   

  P.S.  Still haven't got that call from the Supervisor that I was told was calling me back in 1 - 2 gours the other day

• Initial Complaint

  Date:07/03/2023

  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.

  I purchased an asus computer, and they refused to fix it correctly or even replace the product

  Business Response

  Date: 06/18/2024

  Dear ***************************,

  Good Afternoon,

  My name is ************ and I will be assisting you going forward.  I am sorry to hear that 

  you are having issues with your computer.  Your complaint does not give me specifics as to what your issues are, but I see in your cases that you are seeing a blue screen.  After researching I see that a label was also sent out to you with the correct address on it on the 7th.

   

  Here is the link for the label

  ************************************************************************************ndc5nj$k1f&attempt=y&auth=true

   

  Please make sure that you use this before it expires. Once we receive the unit in our repair facility it takes ***** hours to be added to our system and then sent to the technician to be looked at. 

   

  Thank you,

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

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

   

• Initial Complaint

  Date:07/03/2023

  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.

  I nought a laptop and extra warratny at Best Buy. I've spent over 3 hours trying to get a new charger and adapter because the one with the computer went out. They want me to pay for the label and send it back but the label id isn't working. They don't sell chargers at best buy or on the asus website. I need a new charger so I can use my computer for work. I'm an instructional designer and make my money with this tool. This was an expensive computer and I keep it in good condition. They will send me a label is the computer is the issue. My case number is here:ASUS case # - N2307001583. I don't spend money on a nice compter to have a lot of problems and spend hours of my time to get it resolved.

  Business Response

  Date: 07/19/2023

  Good Afternoon,
  My name is ***** S and I will be assisting you going forward.  I am sorry that you have been having issues
  getting your battery and adapter replaced.  The RMA shows that the unit was received 7/18/2023, and is currently 
  in repair. Rest assured that ************** is working diligently to resolve the issues you reported!
  The standard turnaround time for repair is **** business days, not including shipping time or weekends. 
  We assure you that we will get your unit back to you as quickly as possible! Thank you in advance for your patience.
  
  
  I hope you have a Great Day!
  ************
  **************************************************
  

• Initial Complaint

  Date:07/01/2023

  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.

  Purchased a brand new Tuf gaming ****ti in November 2022 from Asus Store. After receiving and installing, the card was overheating and producing a burning smell. Immediately called Asus, told them the temperature readings and what was going on. The support representative told me it was defective and they would replace it with a new one. Put me on hold for a few minutes, came back and said they currently didnt have any stock, would put me on a notify list and contact me once they had stock. I waited and waited, called multiple times and same excuse. No stock. Here we are going on 8 months later and they still dont have any stock. I expressed my frustration. They offered me a **** in exchange. Said it would be a recertified unit. I refused to accept a recertified unit which was someone elses problem that got repaired and take a chance of it being damaged, broke or worse and repeating this process. I bought/paid for something new, it was defective, I should get it replaced with something new. So they agreed to replace it with a new in the box ****, however came back and said they were out of stock and would place me on an urgent list and contact me when its in stock. Now I can go online right now and order a new **** OC from Asus store. So why are they telling me they dont have stock. I shouldnt be going through the warranty department anyways. I purchased from Asus store and contacted right after purchasing. I should be dealing with and getting an exchange from Asus Store. They just keep running in circles with the same c*** Spend an hour on the phone to be told someone will contact me within ***** hours, only to be offered a recertified unit. Im tired of being nice. I use this computer for gaming and work. Ive yet to be able to do either of those efficiently due to overheating. Im getting nowhere and still dont have what I paid for. 8 months is ridiculous. My next step will be talking to my Lawyer. I want what was promised to me.

  Business Response

  Date: 07/10/2023

  Good Evening,
  My name is ***** S and I will be assisting you going forward.  Please make sure that you are only responding back to my emails as I will have the most update to 
  date information going forward.  Due to the fact that we no long have any comparable stock we would like for you to send in the original purchase receipt so that
  we can look into other option at this point.  
  The receipt/invoice will need to display 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
  
  To ensure proper invoice verification, we are unable to accept:
   bank statements, 
  screen shots, 
  forwarded emails, 
  copy/pasted emails, and 
  certain file formats (DOC, TXT, RTF). 
  We apologize for any inconvenience this may cause.

  
  Please note, if you purchased your unit online purchases, and do not have a printed receipt, it may be necessary to login to the store website where the unit was purchased and download a copy of purchase receipt/invoice.
  
  Please forward that information as soon as possible so we can get the next process started for you.
  Thank you 
  ************
  **************************************************
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20262811
  
  I am rejecting this response because:
  Asus already promised me a New in the box **** for all the ** and long wait Ive been dealing with. Every single supervisor *** talked to has gasped at the timeframe of this and said 8months?, this is completely unacceptable. But yet no one can do anything. Asus promised the ****, now you wanna go back and s**** me over some more? Unless you plan on buying my 3090Ti for the price of the **** so that I can buy that from Asus store then I reject. You cant promise someone compensation and an upgrade for the trouble they been through, the ** they dealt with and wait 8months then go back and change that offering less. Really close to seeking council. 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/19/2023

  Good Afternoon,
  Thank you for reaching back out to me.  I hope you are doing well.  
  Thank you for sending your invoice I appreciate it.  Unfortunately I
  will not be able to use this. 
  The receipt/invoice will need to display 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
  
  
  To ensure proper invoice verification, we are unable to accept 
  bank statements, 
  screen shots, 
  forwarded emails,
   copy/pasted emails, and 
  certain file formats (DOC, TXT, RTF). 
  We apologize for any inconvenience this may cause.
  Please note, if you purchased your unit online purchases, and do not have a printed receipt, it may be necessary to
  
  login to the store website where the unit was purchased and download a copy of purchase receipt/invoice.
  
  
  Thank you for your Time and Patience.
  ************
  **************************************************

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20262811
  
  Unfortunately this is the best I can do. This is the proof of purchase I got when I bought so this is the same proof of purchase you will get. I didnt get a paper invoice. It was purchased through ******* app and there is no option to download a receipt. I provided a picture of the ******* purchase history, picture of payment invoice and serial number as well. I will also add the ******************** ticket number which has the serial number attached as well. Again this is the only proof of purchase I have as its the only proof of purchase I received. Also hope you are planning on adding compensation as I have already been promised an upgrade to **** OC for the troubles and its a price difference in the two. So you cant promise someone something and then go back and give them less. Hopefully you understand the frustration and valuable time Ive spent dealing with this. Let me remind you, 8months. Not sure if you are familiar with consumer laws but maybe something to check into. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/30/2023

  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.

  A purchase made on asus.com was delivered w/ a packing receipt bearing no product serial number for the product ordered. After having an issue w/ the product, initiated a return through asus.com, and shipped the delivered item back to them.After receiving back what the customer purchased, ********************** emailed indicating product serial numbers which were not on the product packing slip, making no mention of returning customer property, and denied the ****************

  Business Response

  Date: 07/10/2023

  Good Morning,
  My names is ************ and I will be assisting you going forward.  I am sorry that you are having issues with your
  product that you are trying to return to our ASUS online shop.  I have researched your cases and I am not seeing
  that you have forward us the original invoice and the original packing shipping paper.  If you have the box that
  the unit came in also with the ** and ** on it also that would be helpful.  I will need these things so that I
  can look into this issue further for you to see what options if any are available at this time.
  Thank you and have a Great Day!
  ************
  **************************************************

• Initial Complaint

  Date:06/29/2023

  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.

  On Saturday, June 24th I called to report that 2 (Gaming/WAN) ports on my ASUS modem that was purchased via Best Buy in Aug. of 2022 quit working. The modem has a 2 year manufacture's warranty. After being on the phone with *** for over an hour, none of the trouble shooting worked, the 2 ports are dead. We wanted it replaced but "***" a customer ********************** rep. said that "that modem was no longer available". How can they give warranties for items they quit producing before their warranties run out for incidents like this? So then, they want us to send it in for repairs and if the damage does not qualify they will charge for the repairs! They didn't offer to replace with a comparable unit. They also expected us to be without internet for at least 2 weeks! I have a college student who needs the internet or she will fail the semester. They didn't care. Chem a supervisor was suppose to call me personally within 48 hours with a resolution. Here it is now 3 days and no call from Chem! We chose ASUS because of the rave reviews and awards and accolades advertised. Their customer ********************** is below average and so is taking care of their clients expediently and effectively. We're out almost $300 and this multibillion company can't do the right thing!

  Business Response

  Date: 07/10/2023

  Good Morning,
  My name is ************ and I will be assisting you going forward, I am sorry that you have been having issues
  with 2 ports on your modem that are no longer working.  I can understand your frustration and the inconvenience
  that this is causing you.  I have reviewed your cases and I am seeing that the 2 ports stopped working after
  a storm in your area. 
  
  I understand that it is not ideal but the only way that we would be able to find out
  why these ports are no longer working is to have you send it in so the technician can inspect the unit.  At
  that time if it is found to be due to the surge caused by the storm. If it is you could receive a quote for the damage.
  At that time I will be happy to work with you on a discount to help reduce the cost.
  
  Here is the link to the warranty for your unit so that you can read over what is covered and what is excluded.
  ************************************************************************************************************************************************************************************.

  I will be happy to start a RMA for you and to send you a prepaid label so that we can proceed with this process.
  Please let me know how you would like to proceed.
  Have a Great Day!
  ************
  [email protected] here...

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20255692
  
  I am rejecting this response because: even though there was a storm, the surge protector attached to the router still works and was not damaged.  The router is only 10 months old and 2 ports are not working.  You also don't have any of the same unit to replace it.  It has a 2 year manufacturer warranty.  I have a student taking classes online in college who cannot drive.  If there is no internet, then she will fail the semester!  Send me a comparable unit and I will send back the defective one when I have a replacement.  There is no other way unless you send me a refund so I can purchase another.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/28/2023

  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.

  I am an extremely dissatisfied customer demanding a full refund of my ******************** laptop purchase. I have lost trust in the Asus brand and I want my money back. I have dealt with Asus since the day I discovered my laptop stopped working properly on 01/08/2023 until present. I have exhausted all my options to resolve the issue with Asus and I have been holding out without a new laptop for half a year, this is outrageous. I cannot buy another ideal laptop after spending so much on a laptop I believed to last me at least **** years.I have purchased an ASUS laptop for $3,179.99 at the Micro Center in ***************, ** on 06/25/2021. The laptop is one of the most expensive sold in Micro Center on the purchase date. I have carefully used the laptop until it suddenly stopped charging on 1/8/2023. I have taken the laptop to diagnose in multiple local repair shops and they determined that the product had a faulty motherboard when manufactured and was not supposed to last long. The laptop 1-year-warranty just expired on 06/25/2022 and I made the discovery of the faulty component with professional diagnosis on 1/11/2023. I have talked with ***************************** and *************** of Asus CEO Department. Asus refuses to take responsibility to reach a fair resolution for their assembly-line-faulty product. Their replacement offer included refurbished laptops and outdated laptops with cheaper pricetag than my purchasing price, and they refuse to accept my choice of replacement laptops that matched my purchase price or a full refund. Their refusal to comply to customer requests is completely irresponsible. ASUS is fully aware that discovery of a faulty motherboard is impossible by an unprofessional client and it is sealed to PREVENT temperament other than Asus-approved technicians within the warranty period. Other prominent laptop manufacturers have more generous free replacement options beyond warranty date and extension of warranty, especially for product defects. This case shows the failure of the manufacturer to ensure high-quality products and follow-up service.

  Business Response

  Date: 07/10/2023

  Good Morning,
  My name is ************ and I will be assisting you at this time.  I am sorry that you have been having these issues
  with your ASUS Laptop.  I have had some issues locating any cases under the information that you provided in
  your complaint.  We do have some cases with the Initials K M but non with the email or phone number provided.
  For me to better assist you with the issues that you are having at this time I will need further information:
  Full Name:
  Serial Number:
  Address (No PO Box) including Apt #:
  City:
  State:
  ZIP Code:
  Country:
  Contact Number:
  Place of purchase:
  Brief description of issue:
  Physical Damage: Y/N
  
  Once I receive this information I will be able to pull up your previous cases to better assist.
  Thank you and have a Great Day!
  ***** S
  **************************************************

• Initial Complaint

  Date:06/27/2023

  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.

  I send a defective keyboard back to Asus using their *** system, got charged 35 dllrs non refundable, after a week i got a quote for 190 dollars for the repair, when I called asking about the cost they told me the device was not repairable and they were going to replace it with a "new device" for that amount, while offering zero manufactures warranty besides the 90 day period after the repair. The asked for 190 dllrs while the same new keyboard with warranty is 240 on Amazon. So i rejected the repair and ask for my keyboard to be returned as is, when I got it back the keyboard was incomplete missing the number pad, after calling Asus and letting them know about the issue they keep telling me they will call me back in ***** hours but still nothing. I payed on May 2nd and got my keyboard back on June 9th since then I still haven't received a answer from the company, i just want a my missing part back, a replacement or a full refund since this part cannot be purchased separately not will it work properly without it.I have the *** number, case number if necessary, serial number and model too.

  Business Response

  Date: 07/10/2023

  Good Morning,
  My name is ************ and I will be assisting you going forward, please make sure that you are only responding to me as
  I will have the most updated information at the time and any going to other departments can slow down your responses.
  I would like to apologize for the different responses that you have received in contacting the chat line after the *** department
  was attempting to assist you.  
  I have reviewed your cases regarding your missing number pad and I am seeing that we have requested information from the
  repair facility regarding this missing piece.  When a unit is requested back from the facility due to non payment of the quote 
  they will put all the parts in the box and send it back at that time.  The repair department is stating that all the pieces to this keyboard
  to include the number pad were in that box.  If you have pictures showing you opening the box when delivered please forward them
  so we can look at them showing you didn't receive the part.  At that time I will be able to see what options I will have available for you.
  Thank you and have a Great Day!
  ***** S
  **************************************************

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20243581
  
  I am rejecting this response because:
  

  I have attached the pictures you requested, in this picture you can see the dimensions of the package and the keyboard showing that the keyboard only fits without the numberpad, also the keyboard in the bubble wrap. I included a picture of the package weight and a screenshot of the ***** tracking information showing the weight an the number of items in the box.

  I also sent the pictures to the email on your response

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

• Initial Complaint

  Date:06/26/2023

  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.

  Purchases ASUS ROG ALLY 05/31/2023 When purchased, it was purchased as preorder to be delivered in June. In June, my device was delivered, and within 1 weeks, had a malfunctioning L joystick. The joystick is commonly used for smooth movements for all different kinds of games, and this devices joystick felt clicky, and would be commonly considered a defect in other controllers, which prompted my first return. I got my second device, and within 1 day, I started to hear loose material within my device, and an obvious issue with the rumble motor. The rumble motor should create a near silent vibration which stimulates the hands during gameplay, a common feature within controllers. Since mine was loud, it would become a nuisance, and ruined the experience if my second device, so I again exchanged. My third device was defective out of the box, as the rumble was making what sounded similar to a hair clipper noise. After update it was gone. After approx. 7 hours of gaming, I noticed that my Left joystick had a groove in the stick, from where it rubs on the frame of the device. This is once again an obvious defect.All of these defects are commonly considered to be so in the community surrounding controllers, consoles, and pc/pc hand helds. I have heard through the community that models made in ***** are the culprit, and the fact that all 3 of mine have been made in ***** makes me believe it to be true. The fact that these can be sold without any care of quality control is ridiculous. I would expect a later, more quality rendition of this device to be given to me.

  Business Response

  Date: 07/06/2023

  Good Afternoon,
  My name is ***** S and I will be assisting you today.  I would like to apologize for the issues that you
  are experiencing with the Rog Ally joystick.  This is not something that we find acceptable and we 
  have escalated this to the Technical Support Team to see if they will be able to provide some
  additional information.  I will reach out to update you in ***** business hours. 
  Sincerely,
  ************
  **************************************************