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:06/25/2023

  Type:Order 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 5/17/23, I purchased a brand new ASUS ROG MAXIMUS Z790 HERO Motherboard. These MB's come with ASUS's new M.2 SSD q-latch clips. The design of these clips is faulty due to them only being able to latch onto a specific type of M.2 SSD and, unfortunately, ASUS fails to explain this before purchasing their motherboards. I reached out to the ASUS support team several times vial email, but the refuse to honor the warranty to replace the said clip. The only thing I am forced to do at this point is to send the entire MB to ASUS for a replacement board that is not even a new one. I find this unacceptable as well as possibly illegal in ************** (I will be checking further). All I need is for them to send me a replacement Q-latch clip for this MB. It is a very inexpensive, plastic rotating clip that secures the M.2 SSD to slot 1 on this MB. However, they refuse to do this.

  Business Response

  Date: 07/05/2023

  Good Evening,
  My Names is ***** S and I will be assisting you today.  I apologize that you are having issues finding replacements clips for your
  motherboard.  I do see that we have requested replacement parts for you and we and based on the feedback provided, our team 
  confirmed that we are unable to offer spare parts at this time. 
  We recommend that you reach out to our Authorized reseller to see if they have the part available for purchase. 
  Please see the link: ***********************************************************************. What we suggest is that you speak to one of our 
  Component Support Team for servicing options.  I understand the frustration and the inconvenience that you are having 
  trying to get this issue resolved and I hope this will help.
  Sincerely,
  ************
  **************************************************
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20234291
  
  I am rejecting this response because:

  They keep recommending that I reach out to their MB sales providers (you can see this in the emails I originally attached), knowing that this part is not available anywhere else. I have already tried to do what they suggested, but the part is nowhere to be found. 

  They are the manufacturer of this MB.  Therefore, they have the parts. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/19/2023

  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.

  Bought a video card from Asus and due to defect, it caught fire in my computer. Contacted ASUS about the issue and was advised to send in for warranty work and then they declined it and wanted to charge me over twice what I paid for the card to repair it.Quotation Invoice: ************** Dispute Case Number: N2306011842-0002 RMA NO=USPCR61242

  Business Response

  Date: 06/28/2023

  Good Afternoon,
  My name is ***** S and I will be assisting you going forward.  I would like to apologize for the issues that
  you had with your TUF Gaming Graphic Card.  I understand that you have been waiting for some additional
  information on repair facility regarding the physical damage of this card.  I have escalated this to see if there
  has been any updates and I am waiting for a response.  I will update you within 24 to 48 hours.
  Thank you for your Patience.
  ***** S
  **************************************************

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20206419
  
  I am rejecting this response because:
  I have been told 2 times now that I would hear back within ***** hours and each time its been over a week and 0 responses. Due to this I have filed fraud claim with the *** and started paperwork with the state attorney generals offices. All I want is either a new **** or a **** could be refurbished for all I care.

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

  Business Response

  Date: 07/05/2023

  Good Morning,
  I hope you are doing well. I would like to thank you for your patience as they have looked over
  your unit due to the fire and considered this a Safety Hazard and are waiving charges at this time
  for you Graphic Card. This will take **** business days not including weekends and holidays to 
  be shipped to you and as soon as I see that this is shipped I will forward you the Tracking number.
  Thank you again for allowing us research and resolve the issue with your Graphic Card.  
  Thank You
  **************

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20206419
  
  I am rejecting this response because: I have a hard time believing that you will take care of me considering your company literally just mailed me back my old card with a quote for $1782 to repair my card which is 50% above maroon to repair your defective card. My next steps will be to start a small claims court case to get my money back so that I can go out an purchase a new one since I have a hard time believing your company will do anything for me. I will wait the **** days though to see if your company will come through and make things right but if. Or those will be my next steps along with filing a fraud case with the FTC. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had to contact Asus approximately six times regarding my laptop, which began giving me problems within weeks of purchasing. Customer ********************** would provide a "solution" that would last another few weeks, and then the exact same issue would re-occur. It would periodically resolve on its own, but I don't believe there has been a single week that I haven't had to struggle to get it to perform properly. The last time I called Asus, we did a reset, which is extremely inconvenient, as you lose webpages that were saved, and could potentially lose data, if not done properly. Here I am again, a few weeks later, dealing with the same issue, which is not resolving on its own. This laptop is clearly not functioning properly and I have received a "lemon."

  Business Response

  Date: 06/23/2023

  Good Afternoon,

  My name is ***** S and I will be assisting you going forward.  I am sorry and you are continuing to have
  issues with your Notebook.  I have gone thru your cases and seen the troubleshooting that you have done
  and see that none of it has helped in the long run, and I apologize that we haven't been able to resolve
  this.  At this time I would like to offer you the same as ********** did to have you send it in to have our technicians
  go thru the device and help understand what might be wrong.  This is the best way to get to the facts as to
  why nothing is helping you resolve this issue.
  As for the warranty I am seeing that it was sold by the reseller of ********* in 5/2/22 and the warranty end
  date was 5/2/23.  But with the extended warranty that was added than you are covered until 8/31/23.  
  Please let me know how you would like to proceed with this.  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20202346
  
  I am rejecting this response because:

  1) I require accurate information about what will occur if this next step also results in the laptop not performing.

  2) I need to know what flash drive I should purchase to save my documents. I have tried two flash drives, none of which are recognized by this computer.

  3) For your records: The information copied and pasted below is from Amazon and it shows I purchased the laptop on November 16, 2022, therefore, I could not have been under warranty in May 2022. This is yet again, an indication of how Asus doesn't ever seem to have accurate facts.

  ORDER PLACED
  November 16, 2022
  TOTAL
  $345.33
  SHIP TO
  *******************************
  
  ORDER # 111-3338395-2112250
  View order details  View invoice
  
  ASUS VivoBook 15 F515 Laptop, **** FHD ******** ***** i3-1115G4 CPU, 8GB DDR4 RAM, 128GB SSD, Windows 11 Home in S Mode, Slate Grey, F515EA-AH34
  Return window closed on Jan 31, 2023
  
  Sincerely,

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

  Customer Answer

  Date: 06/27/2023

  From: ******************************* <*******************>
  Sent: Thursday, June 22, 2023 4:19 PM
  To: info <************************************>
  Subject: Complaint ID ******** - Additional Information

   

  I have continued to try to use this laptop that I am complaining about. It is totally non-functional, in terms of connecting to the internet, since my original message to the BBB. This renders the laptop useless to  me. 

   

  During my last call to ASUS in May 2023, they extended my warranty by 3 months because of the number of times I had complained about the same concern without any permanent resolution. I am not convinced AT ALL that sending the laptop in for a repair and/or reset will resolve the problem, which is why I am requesting a refund (1st preference) or a replacement (very far 2nd preference).

   

  Please advise on how to update my complaint.

   

  Thank you,

  *****

  Business Response

  Date: 06/28/2023

  Good Afternoon,
  Thank you for reaching back out to me.  I understand that you would like a refund but due to the manufacture warranty
  we need to do a RMA (Return Merchandise Authorization), have the technician decide what is wrong and then either 
  repair it or o if that not able to be done we will replace it.  I would like to set this up and send you a prepaid shipping label.  
  Once received, keyed in and once the technicians start working on it the turn around time is usually **** business days.  
  This doesn't include weekends or Holidays.
  Please let me know how you want to proceed.
  ***** s
  **************************************************

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20202346
  
  I am rejecting this response because:
  

  I had a few questions in my last message that were not answered. If I purchased the laptop in November 2022, how is it out of warranty. Doesn't it have a one year warranty? I provided an attachment that showed the date of purchase in my last message.

  The other, even more important question is that I have tried to save documents using two different thumb drives but neither one worked. The laptop recognizes that there is something in the *** port, but that's about it. I need to know what will work with this laptop so I don't lose my information before sending it back to Asus.

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

• Initial Complaint

  Date:06/16/2023

  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 computer company *************************** ceo has been spamming my email i had asus computers in the past they refuse to stop emailing me newsletters ect i ve tried caling the numbers listed also chat on ******** all rejected to be removed from mailing list only wanted ask ***** other questions that is also what all phone listings arewe for is to call about pcs ect no number ability to get removed from email list just so they know this is just inform you and them both this is the start be adding a complaint to **** federal trade on this for denying my civil rights to bwe removed from a mailing list

  Business Response

  Date: 06/23/2023

  Good Afternoon,
  My name is ************ and I will be assisting you going forward.  I hope that you are doing well today.
  I have done some research and this is something I did find on the ASUS.com website that I am 
  hoping will help you.  When I asked support they said that at the bottom of the emails there should
  be a unsubscribe section.  I am not sure if you have tried that or not.  But I am sending you these also
  just in case.
  ************************************************************************************************************************************
  
  How to unsubscribe EDM?
  Subscribing to our EDM allows you to receive updates about promotions, but if you wish to stop receiving them, you can follow the steps in this article.
  
  Note:
  After unsubscribing from EDMs, you will still receive information related to your rights and system notifications. These emails are necessary updates and notifications that are important for you as a user of the **********************.
  
  Cancel subscription through "ASUS WebStorage for Web"
  Log in to ASUS WebStorage for ************* on your avatar, and select [Customer **********************].
  Go to [Change Personal Data].
  Uncheck the 'Subscribe to EDM' checkbox and click [Submit].
  Confirm the unsubscription was successful by checking for the message "Your modifications are saved!"
  
  
  Cancel Subscription through Email
  Scroll to the bottom of an EDM email from ASUS WebStorage
  Click the unsubscribe link within the email
  Confirm the unsubscription by clicking [Submit] when prompted with "Confirm unsubscribing to EDM?"
  Check for the message "You have successfully unsubscribed from the **** to confirm the cancellation was successful.
  
  
  
  Thank you 
  ************
  **************************************************

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20194598
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/30/2023

  Thank you for your response and I apologize that I wasn't able to assist you.
  ************
  ************************************************** 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20194598
  
  I am rejecting this response because: number one a company should never spam a persons email and this complaint is just to let you know that spamming someones e34mail is highly illegal on a federal level and federal trade comm and fcc been notified to you will face fines for every offense committed in that area up to 50 000$ for each time it is done i have at least 8 you did to me so how many others have complained to so you may not be in business long you may end up with billions in fines  and fcc federal trade can decide to involve us justice more too thats up to them have a great day ignoring users rights while you can and fcc can fine too sorry this bbb was just to let know you are in trouble will be paying for your refusal of a user  ect to be removed from such constant emails the can act will get you
  

  ftc can spam act of 2003
  Each separate email in violation of the
   law is subject to
  penalties of up to $50,120
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/15/2023

  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 Seeking a Replacement for my Computers Motherboard, an Tuf Gaming H570 Pro WiFi and Ignoring that Financial Issues are a thing and i am going through that right now. and still making me Pay a Hold Amount for one My Board is in warranty. why Does a Business Have to do this . i said go with a Z590E Board but will find out. Asus has been Dilly Dallying with Responses if it was 24-48Hrs its like 3-4 Days. Either they Replace it for no Charge or Forget Asus... Board info Manufacturer Product SerialNumber Version **********************. TUF GAMING H570-PRO WIFI *************** Rev 1.**

  Business Response

  Date: 06/23/2023

  Good  Afternoon,
  My name is ************** and I will be assisting you going forward.  I understand that
  financial difficulties can be very stressful.  We usually offer the Advanced Shipment
  so that you can keep the unit until you receive the replacement.  The hold is 
  is a guarantee the return of the defective unit back to our repair facility with
  no personal damage to it.  This hold will never be deposited if we receive the
  return with in 14 days after the shipment is sent.
  That being said  I will be happy to change your RMA to mail in/mail out meaning
  that once we received your unit and we find a replacement for you we will send
  it back out to you.  If this is how you would like to proceed please reach back out
  to me and I will take care of this.
  
  
  Thank you and have a great weekend
  ************
  **************************************************

• Initial Complaint

  Date:06/14/2023

  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.

  On 3/15/2023, I purchased, in good faith, a NEW laptop from the ASUS company for $969.74. On 3/28/2023, l contacted ASUS regarding my laptop overheating when charging and the battery not staying charged longer than 2.5 hours. They requested I ship it back to them to fix.On 4/12/2023, I shipped the laptop back to them. On 4/14/2023, I received an email from ASUS stating they had received the laptop. I was told it would take 10 days to repair. It took longer. On 5/8/2023, I received an email from ASUS stating they had shipped my laptop back to me using ****** This package required a signature. ***** lost the package. On 5/22/2023, I contacted ASUS informing them of the lost package and that ***** requested they file a lost Lost Package process.On 5/23/2023, ASUS emails me they have started the Lost Package process and that I needed to wait 14 days before contacting them. On 6/7/2023, after waiting 15 days, I contacted ASUS regarding the status of the claim. In this email I let them know that I wanted either a NEW replacement laptop or a FULL refund. I told them I did NOT want a refurbished laptop because I did not purchase a refurbished one.On 6/8/2023, ASUS emailed me informing me ***** had approved my claim and they would be sending a replacement. On 6/8/2023, I emailed ASUS thanking them and restating my requirements regarding the laptop. On 6/9/2023, ASUS emails me they are sending me a refurbished laptop. On 6/11/2023, I emailed ASUS informing them I wanted a NEW laptop like the one I purchased or I wanted my refund of $969.74. I also let them know that refurbished laptops are less expensive than brand new ones. I also let them know I was retaining counsel. On 6/14/2023, I received an email from ASUS with nothing in the body of the email. On 6/14/2023, I emailed ASUS informing them of the email and also restating my position in regards to receiving a replacement laptopa NEW one or a FULL refund$969.74. ASUS has not responded. I

  Business Response

  Date: 06/23/2023

  Good Afternoon,
  My name is ************ and I will be assisting you going forward.  I would like to
  start by saying that I am sorry that you have gone thru this experience.  I 
  know that you have been working with ************** in regards to a replacement
  for the lost laptop.  I have reached out to her to find out the status of your
  replacement. 
  I will reach back out to you once I receive that status.
  Thank you,
  ************
  **************************************************

  Customer Answer

  Date: 06/23/2023

  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:06/13/2023

  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 bought the notebook from Best buy - ASUS GAMING NOTEBOOK IN DEC 2022 from ********** The computer is not turning on a power button not working. It is still under warranty. I called Best Buy. They said to call manufacturer. I called Asus and was on hold for over 2 hours and no answer. I tried online chat and ASUS online chat automatically says call Best Buy for warranty I called Best Buy and they said that they would charge and not use warranty and call Asus. This is not fair!!! Both the seller Best Buy and the manufacturer ASUS are not responding to our issue. ASUS is a terrible company and useless customer ********************** that I cant even get a touch with except for an automated chat message that says call Best Buy and Best Buy says they cant do anything. I spent a lot of money over $1400 on this device and it has been less than 6 months and nobody is helping with warranty or even answering our calls or inquiry

  Business Response

  Date: 06/21/2023

   

  Good Afternoon,
  My name is ************** and I will be happy to assist you going forward.  I hope you are doing
  well today.  I apologize that you are having issues with your Gaming NB not wanting to power
  on but I will help you get a Return Merchandise Authorization (RMA) started so we can have
  you send that in for us to have a technician look at it and repair what is needed.  I will need the
  following information to get a RMA started for you:

  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 this is sent back I will get this process started.  Once the repair facility get's your unit and starts looking into the issue it usually takes **** business days for the repair.
  
  Have a great day!  Looking forward to hearing from you.
  
  ************
  **************************************************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with ASUS for 3 months now about getting a laptop replacement and still have yet to receive a new in box unit as promised several times from ***** and **** with the company. I keep getting used and abused laptops that they just keep swapping out the serial number on and saying that they are fixing it. I am now in school and need a laptop, this is absolutely ridiculous. I would never ever recommend this company to anyone after this terrible experience. What would be a week or two process with most companies has turned into a three month ongoing process with still no resolution and many unkept promises that they put in text with you guys to make themselves look good. I would like this review published on your BBB website for all to see. At this point I do not want another laptop sent to me because you guys cant seem to get it right after many many many failed attempts of non working laptops, I want a refund. Case number USPCR53874.

  Business Response

  Date: 06/20/2023

  Good Afternoon,
  I hope you are doing well today.  My name is ************ and I see that you are 
  working with ************ from our ASUS *********************** Team and 
  that they are currently working on a buyback process for your RMA USPCR53874.  
  This process can take 4 - 6 weeks for processing.  Please reach back out to 
  ****************************************************************** directly for updates.
  
  
  
  Thank you for your time and Patience,
  ************
  **************************************************
  .

• Initial Complaint

  Date:06/09/2023

  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.

  Asus warranty department does now honor their warranty claim and scamming customers from one-year warranty. I purchased a Laptop on 3, SEPT 22 for little less and $1000 (Original $2100). I have spoken to Best Buy about matter and informed me its covered under 1 year warranty from the proof of purchase. I have called Asus and received a RMA USPCR52469. I paid and shipped the product to the specified location. I received an email with an invoice $1400 for repairs and it does not meet warranty due to being an open box. I called on multiple days and times between 7-9 June to resolve and get answers on where it states my warranty is revoked. The operator, the manager, and there was no one else to talk to above him can answer me in where it written in thier terms and service. The manager has told me he does not know but he knows his internal policy. Nothing official to prove their remarks. Forced me off the phone to say they will submit higher for clarity, not offering another person to help resolve and force me to hang up the phone by stiff arming me on the call. They have informed me with:My name is ***************** First and foremost, thank you for your patience while we completed our review and research of this issue. We apologize for the delay, and are grateful for the opportunity to continue to assist you.The 90 day warranty period we provide on 3rd party purchases and open box units is a courtesy as products that are purchased this way do not require to have any warranty period per ASUS Warranty Terms.I have asked repeatedly, where does this state this stipulation. All I am asking from ASUS is to honor the Terms and service they offer on their products. Update their policy to ensure clarity and transparent information is being reported. This violates the BBB and fair consumers protection.

  Business Response

  Date: 06/20/2023

  Good Morning,
  I hope you are doing well today.  My name is ***** S and I will be assisting you going forward.
  I apologize for the issues that you have been having with *********** process and the quote 
  that you received.  After researching your cases I show that *********** was completed
  at no cost to you and completed on the 19th.  
  
  The following is the ***** tracking number 780063854713, you should be able to keep
  track of you shipment on ***** website.  I am showing a estimated delivery date of 6/23/23
  by the end of the day. 
  
  Thank you for your patience and if there is anything else we are able to assist you with
  please feel free to reach out.
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 06/20/2023

  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.

  I have as well got email of the repairs being done. My only issue is the process and continously calling to fix and many consumers having to resort to extreme measures by asus. I appreciate your help and was ultimately the reason it got fixed.

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

• Initial Complaint

  Date:06/08/2023

  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.

  Bought on Amazon 8/6/2022, dead less than 10 months later.Below is the contact info from the Amazon seller, and the Amazon purchase info.The device Doesn't have a serial number, and will no longer boot up, making it impossible to get serial number.Contacted the seller through Amazon and when I asked about serial number they stopped responding.Contacted ASUS customer ********************** 5/**/2023 and they have given me the run around ever since. This looks like "sunk" money, but I wanted to leave this info here so other can see. ASUS Service No=N2305057543-0012; ASUS Service No=N2305057543-0012 Amazon seller=Business Name: **************** *** Business Address:*********************************************** USContacted manufacturer Amazon Proof of purchase Order Placed: August 6, 2022 Amazon.com order number: 111-1428761-4716206 Order Total: $440.91 Shipped on August 6, 2022 Items OrderedPrice 1 of: ASUS Chromebook Flip C434 2-In-1 Laptop, 14" Full HD Touchscreen 4-Way ********* ***** Core M3-8100Y Processor, 4GB RAM, 64GB eMMC Storage, All-Metal Body, Backlit KB, Chrome OS- C434TA-DSM4T, Silver Sold by: DIGJUNGLE (seller profile)Condition: New $399.00 Shipping Address:XXXXXXXXX XXXXXXXXXX XXXXXXXXXX ************* Shipping Speed:FREE Prime Delivery Payment information Item(s) Subtotal:$399.00 ************************* -----Total before tax:$399.00 Estimated tax to be collected:$37.91 CA Electronic Waste Recycling Fee$4.00 -----Grand Total:$440.91 Payment Method:**** | Last digits: ******************************************************************************************** XXXX: August 6, 2022:$440.91 To view the status of your order, return to Order Summary.

  Business Response

  Date: 06/16/2023

  Good afternoon.
  I am terribly sorry to hear of the inconvenience caused by this situation. I can only imagine how frustrating it has been for you.
  Without the serial number it would make it very hard to determine the warranty status of your device. However, as it does appear to have been purchased from a third party seller, I'm sorry to say that the device would only have a 90 day warranty from time of purchase.
  We could certainly look into having your device repaired, but as it does seem to be outside of warranty, I would not be able to say what the cost of the repair would be. That would have to be determined by our technicians once they are able to diagnosis the issue.
  Sincerely,
  **********
  **************************************************