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:09/08/2022

  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.

  I purchased an ASUS ViVoBook K513 laptop from ***'s club on 8.10.2022. I bought this as a graduation gift for my niece before she went to college, and I thought this was a good brand for new college students. On September 3, I helped my niece activate the ASUS, and everything went smoothly until I tested the ********* products (Word, Powerpoint, Excel, Outlook), all basic programs for school but required the product keys. I tried different product keys on the box, and nothing is working. Finally, I called ************ at 11:48 for help, but the representative is not helping much except by creating the case and telling me to wait 24 hours for responses and case #N2209003057. I waited until 09.06.2022 and called at 6:19 pm to follow up because no one called or emailed for an update. Again, the representative told me she would escalate my case and wait another 24 hours before ASUS responded.On 09.07.2022, I received 2 emails from ASUS ************************************************************************* The first email I received at 10:51 am with the product key 8D4PR-FNJWJ-WKG6X-V4YGW-29X2J The second email I received at 12:04 pm with the same product key.I went on the ASUS and typed in the product key, but I kept getting the same error "Please double check your product key and try again. We're having trouble recognizing it". I tried to cut and paste and type but had the same error message.The same day, I called at 8:53 pm, and again, the representative kept asking me the same question when I explained to her that the product key was invalid. She put me on hold for a while and came back to tell me she going to escalate my case, and I had to wait another 24 hours.On 09.08.2022 at 11:06 am, I received the same email with the same invalid product key. I called at 9:52 pm. This time, the gentlemen answered the phone, asking the same question, such as product key or error message. He placed me on hold and returned, suggesting I bring my laptop back to ***'s Club and return. I can't return for over 30 days.

  Business Response

  Date: 09/19/2022

  Good Evening, I hope you are doing well!

  
  I understand your frustration and the inconvenience of not being able
  to get your ********* products to work because you needed the activation
  product key.  I am sorry that it took so long for you to referred back to
  ********* after the number that you were given in the first place didn't
  work.  The product key is only able to be designated once and if that
  doesn't work than you have to go back to ********* for further information
  and solution.  If you haven't reached out to them yet please contact the 
  ********* for resolution.

   

  Thank you,

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

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

• Initial Complaint

  Date:09/08/2022

  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.

  My Asus Computer Model TP202NA stopped charging several months ago. I sent it to Asus (******* **) for repair. All the software was working on it. Asus sent me a quotation under **************. Asus fixed the broken bottom case and sent it back to me yesterday, saying they also fixed they charger connection. Unfortunately they also wiped the hard-drive (which I didn't request). When I got it back I started to reload Windows 10, but it wouldn't load correctly. In addition, the computer battery is STILL not charging (the battery itself is not a problem). Admittedly, the problem may be with my charger, which I'm trying to reorder. I'm also having A LOT OF DIFFICULTY reloading Windows 10 and setting up my computer again. I talked with their service department (Incident No. N2207035406) for about half an hour, but couldn't resolve anything with the suggestions they gave me. However, since the battery on my computer is almost totally discharged now, I can't work to resolve the Windows 10 issues until I get the new power cord (which will hopefully resolve the separate charging issue). In other words, after spending almost $180 to get the computer working correctly, I still won't have it working correctly until I re-order the new charger and then start working to get the Windows 10 issues resolved. The latter WOULD NOT have been an issue if they hadn't wiped the hard-drive, esp. since the only problem in the first place was the charging system.

  Business Response

  Date: 09/17/2022

  ood Evening,
  
  
  I apologize for the frustration and inconvenience that you are having with charging issues with you laptop.  I also understand that your
  hard-drive was reset when the repair to the bottom part of your NB was done.  Unfortunately that is something that *** happen and is
  documented in one of the disclosures papers that are emailed with the *** instructions.  But we would like to resolve these issues to 
  the best of our abilities. When testing the adapter the technicians had to use a test adapter and there was no issues found with the charging
  of the unit.  So if you are still experiencing issues we *** need to have you send your unit back in to be looked at with your adapter to have your
  NB looked over again.  We can send you a pre-paid label and your 1st repair has a 90 day warranty so this will be done at no cost to you.  Please
  let us know how you would like to proceed.
  
  
  Thank you
  ***** S
  **************************************************

  Customer Answer

  Date: 09/18/2022

  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 will send the computer back with the instructions provided by Asus.  Please send these to me.    

  FYI, I tried to charge the battery with 3 different charging cords, and none of them worked.  So there's still definitely a problem there. 

  As far as re-loading Windows 10, please re-do the basic installation, and I will be responsible for doing the rest of the software reload.  I re-loaded Windows 10 once, and it doesn't work completely.  It will have to be completely "reset".  I will give you the screensaver password when you're ready.  
  

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