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:05/19/2023

  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.

  I began having internet issues on 5/17/23. I attempted to reset my router and modem. The issue resolved momentarily. I reached out to my internet provider and they stated ASUS had an update and caused issues regarding ASUS modems. I called ASUS on 5/18/23 and was on hold for over an hour. After work on 5/19/23 I called 3 times. Disconnected the first time, the second call the representative hung up as she stated she couldnt hear me. I am calling again. This is unacceptable for them to not resolve the issue and have customers call individually to update. I have lost 3 days of service and still have to pay my provider. If my router isnt updated after call three I would like a refund as I need to purchase a new router. This is absolutely unacceptable to sell a product and send an update to the router without resolution for the issue they are fully aware of.

  Business Response

  Date: 05/29/2023

  Good Evening,
  My name is ***** S and I will be assisting you going forward.  I hope you are doing well tonight.
  I understand your frustration and the inconvenience that you went thru when your Routers had
  no internet connection on the 17th and 18th.  Here is the information on Asus.com that explains
  what happen and any troubleshooting that you may need to do.
  ********************************************************
  
  [Wireless Router] Interruption in Router Product Connectivity and Urgent Mitigation Measures

  
  During routine security maintenance, our technical team discovered an error in the configuration of our server settings file, which could potentially cause an interruption in network connectivity on part of the routers.

  
  Our technical team has urgently addressed the server issue and impacted routers should return to normal operation. If your device was affected, we recommend the following:
  1. Manually reboot your router.
  2. If rebooting does not resolve the issue, please save the settings file, perform a hard reset (factory default), and then re-upload the settings file (follow the directions in the                          
  *************************************************************;)
  
  3.If you cannot access the user interface to save settings or perform a reset, you can press the ***** button for about **** seconds until the power LED indicator on the router starts to blink, which means the reset is completed.
  ************************************************************
  
  
  If there are any further developments around this issue, we will immediately update our users.
  We deeply apologize for any inconvenience this incident may have caused and are committed to preventing such an incident from happening again. Thank you,

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

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

   

   

• Initial Complaint

  Date:05/18/2023

  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 called Asus on 04/29/23 about a problem with the Asus Chromebook I purchased 11/18/21 for $259.88. From as early as two months after, I started experiencing problems with the machine. it would shut down while in use. I would leave it for a few days and it would power up again. This cycle repeated quite a few times so I realized that clearly there was a defect and reported the matter to Asus, 02/08/22 for tech help.The tech expert provided remote support that appeared to have worked, but a few months, the exact problem returned. Each time this occurred, I would leave it to allow it to power back up. This pattern continued however this time it did not come back on. I had no choice at this point but to call Asus with the hope of finding the root cause and permanently correct the problem.On April 29, 2023 I called Asus, was assigned case# N2304041099 and was told the unit had to be returned for them to do a diagnostic and necessary repairs all at my cost as the warranty ended December 2022. I objected as Asus was aware of this problem and so I provided the case number from previous report made while under warranty when they attempted to fix it (case# N2202011886-0001). I was told the matter had to be escalated. I then received a call back on May 1, 2023 as well as an email with confirmation and shipping label with instructions to send the machine to Asus Service ****** at 70 *************** in ******* ** L3R 0E9. ** May 8, 2023, I received a quotation invoice# ************** to pay $200.06 to replace a faulty main board, the cause of the problem and instructions that failing to pay this cost my machine would be returned unrepaired. I disputed this and Asus declined on the basis of expired warranty, for a problem that they failed to correct in the first instance. I am filing this complaint in the hope to get some redress. No manufacturer, should ask a consumer to pay to correct a product defect or associated cost to correct same. That is not unacceptable.

  Business Response

  Date: 05/26/2023

  TeGood Evening,
  My name is ***** S and I will be assisting you going forward.  I apologize for the issues that you have been going thru
  with your computer not performing as expected.  This is not something that we find acceptable.  I understand that
  you have explained that you contacted us prior to your warranty being out of warranty and I do see that you contacted
  us 2/8/22 but I am not seeing that you contacted us any other time after then until 4/29/2023.  
  Due to that fact is the reason that you were offered the 30% discount off the repair cost.  I can understand you disappointment
  also regarding this.  I am going to escalate your questions to our ******** Team and let them know that you that you are disputing
  the 30% discount at this time.  Once I hear back from them I will contact you with an update.  It should be ***** business hours, 
  we are open Monday thru Friday 8 am to 8 pm EST.  and we will be closed this coming Monday 5/29/23 for Memorial Day.
  I hope you have a safe weekend.
  Sincerely,
  ************
  **************************************************** us why here...

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20073408
  
  I am rejecting this response because:

  It is not addressing the issue of a defective chromebook. Whether or not I contacted you once or several, the point is I made Asus aware of the matter from the start and we are still having that issue to-date.  I should therefore not be asked to repair a machine that was defective from the start.  Can you please do the honorable thing and repair this machine so I can get the functions I paid for when I already purchased it and still waiting to receive. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/07/2023

  Good afternoon. 
  I do understand where you are coming and sincerely apologize for any inconvenience caused by your current repair order.
  With that being said, we have heard back from our ******** team and would still only be able to offer a 30% discount on the cost of repairs.
  If you'd like to accept this offer, I'd be more than happy to have it applied for you. I look forward to your response.
  Sincerely,
  **********
  **************************************************

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20073408
  
  I am rejecting this response because:

  The only acceptable response is for Asus to stand behind its product by REPAIRING or REPLACING the Chromebook at no cost to me the consumer. This is the only fair and reasonable response. Again,  Asus should not be allowed abandon their responsibility by the fact that the machine was faulty from the beginning as indicated in case # N2202011886-0001,reported to them approximately 3 months after it was delivered Efforts to correct it at that time worked only for a short time. The fault returned which means the root cause, a fauty main board was not rectified. Now Aus wants me to pay to have this rectified on the premise of warranty expiry. Had I not reported within warranty, I could understand this premise. The fact however is I did tell Asus about the fault and they failed to correct it. I wanted to return the machine at that time, they instead offered remote support. I trusted that it worked and I trusted them that the problem was resolved,  only now to be asked to pay for this replacement/repair that they shiuld have done in the initial report to them.  Asus is the manufacturer, they are the experts in what they build.   For the benefit of the doubt, let's  say they thought it was rectified at that time, the fact that the SAME problem returned meant it was not rectified, so I expect Asus to now make it right instead of relinquishing their responsibility and wanting now to hold me the consumer hostage. Please repair or replace the chromebook at no cost to me. This would demonstrate that Asus does in fact understand where I am coming from as they have indicated in their response to this case. Thank you.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/18/2023

  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 the following item ASUS - AX1800 Dual-Band WiFi 6 Range Extender from Bestbuy.com on 3/27/22. The unit stopped working properly as it does not stay connected to my ASUS router so I decided to open up a warranty claim with ASUS. The Unit is covered under ASUS as per their website till 2/10/24. However, when I enter the S/N:M6IA4W401528 for the unit it states that I must contact Bestbuy for repair or replacement. I visited the GeekSquad at Bestbuy today (CONF# G3T6649Q) and they stated there is nothing they can do since an extended warranty was not purchased and it is past the 1yr manufacturers warranty and that ASUS knows there is nothing they can do and advised that my only option is to purchase a new extender. I am requesting that ASUS honor the warranty for the product purchased and provide a replacement ASAP as it is affecting my connectivity issue I have at my home where I work home remotely. I have attached proof of purchase, the chat in which the rep ***** todays appointment and a copy from ASUS website in which I registered the product that provides the information on the warranty.

  Business Response

  Date: 05/26/2023

  Good Evening,
  My name is ************ and I will be assisting you going forward.  I would like to apologize that when you
  contacted Best Buy that you were not helped.  We do have an agreement that they will do repairs or 
  replacements.  That being said I would be more than happy to assist you to get this resolved for you.
  
  We will be working with our **************************** to determine the best steps for resolution. 
  To ensure that we have all the information that *** be required, we would like to ask for you to provide the 
  following at your earliest convenience:
  
  Please rest assured that we understand the urgency of this issue, and are confident that that resolution 
  will be provided soon after we are able to review the above requested information.
  
  Serial Number - You can view information on locating the Serial Number 
  ************************************************************

  
  Firmware Version - You can view information on updating the router firmware 
  ************************************************************

  
  Make/Model and MAC address(es) of device(s) having the issue (*** list 1 - 3 devices, or state 
  all devices are having issue) - You can view information on locating the ** and MAC addresses and other network connection details 
  *********************************************************************************************************************

  
  *** feedback form when the problem occurs and confirmation of the email address used for 
  *** feedback process. You can view an example of the *** form 
  *************************************************************

  
  Once this information is received, we will confirm the best actions to take, and you will receive a follow up within ***** business hours. We appreciate your patience in advance.
  
  Have a great and safe holiday weekend.
  ************
  **************************************************

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20076859
  
  I am rejecting this response because I am providing the information requested by the ASUS rep to be reviewed.

  Serial Number - 

  ************
  
  Firmware Version - 
  3.0.0.4.386.42860-gd35b8fe
  
  Make/Model and MAC address(es) of device(s) having the issue:
  RP-AX56: 7C:10:C9:38:81:68

  As you can see as I stated in my original complaint, upon initial setup the extender connects and is fine. Minutes after it disconnects from the router for no reason and I have to rest and attempt the process ****** & agasin with the same result. Please provide replacement or upgrade, thank you.

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

  Business Response

  Date: 06/01/2023

  Good Morning,
  I have sent this information and the screenshots that you provided to the Technical Support Team for
  assistance and once I hear back from them I will reach out to you with their update.  This could take
  3 to 5 business days due to the holiday this week.  Thank you for the information and your patience
  while we wait for the Technical Team to respond.
  
  
  Thank you
  ************
  **************************************************

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20076859
  
  I am rejecting this response because: As per the business the issue is ongoing and still not resolved per their response: This could take
  3 to 5 business days due to the holiday this week.  Thank you for the information and your patience
  while we wait for the Technical Team to respond.
  
  Thank you
  ***** S
  **************************************************

  Once a resolution has been reached I will agree to the Business response and accept/close this complaint.

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

• Initial Complaint

  Date:05/17/2023

  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 since January. I shipped my monitor back (via RMA authorization and their label) that had broken within the warranty period. They took forever to get back with me and finally did after a month. They had sent a request for over $200 which is more than the monitor costs new because it had a scratch. I said I am not worried about the scratch just fix the monitor to working condition that is covered under warranty. They agreed. I HAVE STILL NOT RECEIVED MY MONITOR!! It has been 5 months. Every time I get the run around and say it has been shipped and give me ***** tracking. You look up ***** and it says it is waiting an Asus label and hasn't shipped. Fed Ex has no info on the shipment. Then Asus tells me to go back to Amazon where I purchased. Amazon says they have nothing to do with it. I reach out to ASUS several more times and I keep getting that the problem is being escalated to higher *** and they will get back with me within ***** hrs. Only thing I get then is a email stating the same thing. They need to send me my monitor back or a new one ASAP!! This is ridiculous.

  Business Response

  Date: 05/25/2023

  Good Evening,
  My Name is ***** S and I will be assisting you going forward.  I can understand your frustration and apologize that
  you are having issue with your RMA process and your missing Monitor.  I am seeing that you monitor was accidently
  forwarded to a wrong address and it is in the process of getting shipped back to us so that we can get it sent back
  to you.  Once it is returned to our Repair Facility I will check to see what the next steps are and reach back out to you.
  this should be in 24 to 48 business days.
  Sincerely,
  ***** S
  **************************************************

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20070197
  
  I am rejecting this response because: I have been continually told that I will hear back in ***** hours and nothing is ever done. Where was my monitor sent? How do we know it was not damaged by someone? You lost my monitor and should send me a new replacement immediately. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/30/2023

  Good Afternoon,
  I hope you are doing well, I have checked the tracking of your Monitor and I am seeing that the package should 
  be received back into the Repair Facility on 5/31/2023 between 9:30 and 1:30pm.  Then tracking number is 791361631672.
  
  Once this is received than the repair facility will go thru the package and I will let you know the next steps at that time.
  Have a great day.
  ************
  **************************************************
  

• Initial Complaint

  Date:05/14/2023

  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.

  Today 5/13/2023 is exactly 90 days from the date laptop was purchased on 2/11/2023.Target informed a 90 day warranty when purchase was made but today I was told warranty is only 30 days Laptop has no sound in the left channel after my personal IT company investigated as well as Asus' IT dept.Target advised to call the manufacturer.......so I did and the following is what happened:Manufacturer....case # N2305061069 Asus website (asus.com/**/support) says the following:ASUS will provide immediate repair/replacement to customer on end-users based on products warranty policy after product is verified by contacting ASUS authorized service provider.12 months warranty from the Date of Purchase.Date of purchase: 2/11/2023 Asus is not willing to replace laptop at all and the supervisor I spoke with did not wish to be bothered Lies and deception is Asus' mission to take advantage of customers No wonder their BBB rating is 1 star All I want is a brand new replacement without defects Due to the nature of my business; having laptop repaired is not an option because of security confidentiality

  Business Response

  Date: 05/22/2023

  Good Evening,
  My name is ***** S and I will be assisting you going forward.  I do apologize that your laptop is having
  sound issues and I will be happy to help you get this resolved.  I can understand your frustration and
  not being able to having your laptop replaced, but the ASUS warranty covers sending it in for repairs and
  if repairs are unable to be completed we would only at that time look into replacing the unit with a 
  recertified unit.  If a replacement was something that was needed then you would have had to return
  the unit to the place of purchase with in the refund or return policy time frame.  
  Your unit is in warranty until 2/12/2024 and I will be more than happy to start a RMA for you so that you can
  send in your unit for us to look at it to see if we could help resolve your issues.  Please let
  me know if this is something you would like to proceed with.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 05/23/2023

   
  Complaint: ********
  
  Attention: **************
  I am rejecting this response for the following reasons:
  
  ***** of all; your apology is not sincere but scripted due to your unwillingness to replace laptop as your website indicates
  
  Second; as stated in the original complaint; my laptop has no sound in the left channel which is a manufacture defect and not a simple issue
  Your website clearly states that ASUS will provide immediate repair/replacement to customer on end-users based on products warranty policy after product is verified by contacting ASUS authorized service provider
  I did that and all I have received is opposition and much pushback
  This is why you have a #1 star rating with BBB
  
  Money gained by cheating others will soon be gone (Proverbs 13:11)
  Greed brings trouble to your own house (Proverbs 15:27)
  
  Third; your website does NOT specifically say ASUS warranty involves sending it in for repairs and
  if repairs are unable to be completed we would only at that time look into replacing the unit with a 
  recertified unit
  
  The website reads repair/replacement which the interpretation to that phrase is Either/OR
  Therefore my only preference is new replacement
  
  Fourth; place of purchase advised to call the Asus manufacturer; despite timely return policy time frame
  I am requesting a brand new replacement without defects and not a recertified unit......period
  
  Fifth; due to the nature of my business; having laptop repaired is not an option due to security purposes
  In case you are not aware; scams, hacking and security breaches are performed daily on a global scale
  This is a brand new laptop with a manufacturer sound defect
  
  Your offer is unacceptable; therefore please be advised that I am not going away
  I am not intimidated by your lack of concern to correct this serious problem
  If third party legal representation is necessary for this Complaint: ********, I will proceed
  The choice is yours
  My time is valuable so please respond with a YES or NO
  
  Thank you,
  ***********************
  I will bless those who bless you, but I will put a curse on anyone who puts a curse on you...... (Genesis ********************************** style="color: rgb(18, 18, 18);">
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/29/2023

  Good Evening,
  I understand your frustration and the inconvenience that you are going
  thru regarding the issue with your laptop.   I will be more that happy to start the RMA
  process to do a Advance replacement for your laptop.  At that time we
  will send you a recertified replacement with a credit card hold which will
  be released once you send in your unit after receiving the replacement.
  The definition of a recertified replacement:  
  Under the ASUS warranty policy, we do not provide brand new replacement units.
  The recertified unit you will receive comes direct from the manufacturing site and has 
  not been used by any customers but may have new and/or remanufactured parts inside 
  the unit: however we cannot classify it as a brand new unit since these are warranty units 
  that are not intended for resale. This is also standard or common practice for most electronic 
  devices when utilizing the manufacturer's warranty. For more information regarding the warranty
   for your ASUS product(s) you may visit ************************************************
  
  Please let me know if you would like to proceed with this Advance Replacement.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20056380
  
  NO!!!
  I am rejecting your offer for an Advance Replacement due to the terms and conditions you have described.
  This is not what your website says; therefore you are lying and deceiving consumers into thinking that replacement is BRAND NEW when in fact is it NOT.
  Since you understand my frustration so much and the inconvenience this has caused; why not contact one of your MANY authorized dealers like Target within my zip code and instruct them to provide me with a BRAND NEW (SAME MODEL) COMPUTER as your website indicates.  This will be a lot cheaper than your legal fees.  I decline from providing you or anyone else with my banking information.  This is FRAUD!!!!
  
  

  Customer Answer

  Date: 06/06/2023

  ******************,

  Thank you for your email from the BBB portal.

  I wanted you to know how defeated the devil is and that MY GOD is a GOD of JUSTICE.

  Upon receiving your email, I contacted Target and they will be replacing the laptop with a BRAND NEW COMPUTER.

  I always get the last laugh and can NEVER be defeated

  So thank you for closing the file and all the best to you and your family!

  BLESSINGS,

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

• Initial Complaint

  Date:05/12/2023

  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.

  Purchased $1400 ROG Zephyrus gaming laptop GA401 on 12nov2020 from authorized seller platform Amazon. Two years later starts crashing. Warranty expired already.* Paid $90 for diagnostic service at ASUS Technology Center (ASUS Service No=N2303031005-0006; Rma No=USPCR33156) and shipped to (ASUS Service Center, Attn: RMA ****** RMA# USPCR33156, ******************************************************************************************).* Asus then required I purchase a new Ram card from them for $50 to start diagnostics so total now $140 and diagnostics had not yet started.* ASUS then sent me a replacement without quoting or arranging payment terms with me.* Now Asus sends $2500 billing invoice to me for:1) $850 to repair and replace the onboard memory of my original computer (so they can sell my original as recertified, not to return to me) plus 2) $1460 for the replacment.Solution: I want Asus invoice zeroed out and one of the following: either 1) my original lap top returned and free shipping label from Asus to return the replacement which was never quoted before receiving or 2) Asus keeps my original and I keep the replacement.I hope to never purchase any product again from Asus.

  Business Response

  Date: 05/22/2023

  Good Morning,
  My name is ***** S and I will be happy to assist you today.  I apologize that you have been having issues with
  your Laptop.  I am showing that we are in the process of testing the repairs/replacement and we will sending
  the unit back to you once the unit has passed the testing.  Once the units has passed is should be mailed out
  with in 24 business hours.  I will continue to watch out for the tracking number and once received I will reach
  out with that so you will know when you will be receiving it.
  Sincerely,
  ***** S
  **************************************************

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20052912
  
  I am rejecting this response because:
  ASUS has not offered to eliminate the invoice wrongly charged in original BBB complaint. See attachments to original BBB complaint.

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

  Business Response

  Date: 05/28/2023

  Good Evening,
  I apologize for the delay response regarding your last email.
  I am in the process of review your response stating that the charges
  for the repair/replacement was not waived.   I have escalated this 
  concern.  I am showing that your RMA was closed on 5/23/23.
  Once I receive an update on your RMA quote I will respond 
  back to you.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:05/12/2023

  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.

  On 6/23/2022, I purchased a 480$ graphics card from ASUS at MicroCenter. Fast forward to early march of this year, I discovered a hidden fault in my graphics card that I had previously written off as a software issue, only to discover it was a faulty product. I returned my product via RMA and received a physically damaged card that in no way would ever pass quality inspection, which also had the same hardware issue. After returning that card I received my third card from ASUS which has the exact same problem as the first two cards did, they offered to switch models of cards for me as compensation for dealing with their problems and tech support for over 2 months. For the past week I have been told that I will "hear back in ***** business hours" and then in the next 1-2 days I hear the same thing over and over with no updates. I am being ignored by tech support by them stating that there is no way to contact the repair facility or any upper management to solve this issue. To add insult to injury, ASUS is now sending my damaged graphics card back to me. At this point I'm only asking to be fairly compensated for the 2 and a half months of time and dozens of phone calls and emails I've sent to try and resolve this matter.

  Business Response

  Date: 05/22/2023

  Your case has been escalated to and taken over by our *********************** team, 
  please respond directly to their emails that are sent via ******************************************************************. 
  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.
  Sincerely,
  **********; S
  **************************************************

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20052453
  
  I am rejecting this response because: I received my same broken/damaged unit back in the mail today AGAIN after I was told my upgrade unit was being shipped to me. I have no direct line of communication with anyone that can help me. I have been sent 5 broken units now, 3 of which have been the same unit being sent back to me. I just want the upgrade that was promised to me. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/01/2023

  Hello,

  Your case has been escalated to and taken over by our *********************** team, 
  please respond directly to their emails that are sent via ******************************************************************. 
  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.
  Sincerely,
  Karen  S
  **************************************************
  

  Customer Answer

  Date: 06/01/2023

  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:05/11/2023

  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 sent a newer motherboard that I purchased recently to ASUS because it was causing random shutdowns and after diagnosing everything else the motherboard was the only common denominator. I contacted ASUS they started and *** so the next day I dropped it off and Asus received it two days later. Despite being delivered the motherboard sat in limbo over two weeks because they did not know where it was and only after multiple emails did they finally find it. Once they found it they supposed found no issues, and sent it back however it was sent back with oily residue on the board including by the sensitive memory modules and it was also missing the M2-3 heatsink/cover and when I emailed the company they told me to clean it(which there Tech should have done) and its fine, and they would TRY to find the m2-3 heatsink/cover. I responded that after so many missteps in the *** process and the recent failures of ASUS motherboards reported in the media that I would not feel comfortable putting in my expensive components in a motherboard that seemed mishandled on multiple fronts and to please send a working replacement and I would send them back mine. They flatly refused, said the board was fine and they wont replace it or the missing parts so as it stands I am out of a motherboard and $320

  Business Response

  Date: 05/18/2023

  Good Afternoon,
  My name is ************ and I will be assisting you going forward.  I have researched your notes and I am
  seeing that you have had an issue with oily residue on your MB from when the Repair Facility was 
  looking over your unit during the *** process.  I am also seeing that you m2-3 heatsink/cover is missing.
  I would like to start out by apologizing for this as I know that it can be very frustrating and inconvenient 
  to have to go thru this.  The oily residue will not effect your unit or your PC when you clean it using the 
  70-90% rubbing alcohol on a Q-tip to remove and then let dry.  As for the missing heatsink/cover I am 
  checking in to seeing what we need to do to get a replacement sent out to you.  I will reach back out to
  you in the next 24 to 48 business hours with a update or sooner if I hear back.
  Thank you 
  ************
  **************************************************

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20049306
  
  I am rejecting this response because: I do not know the condition of this board and I will not risk my components in a board that  obviously was not properly handled, and sent back missing parts because that tells me proper QC practices  were not in place.  If you feel the *********** then you should have no issue taking it back and sending me a replacement with all the parts and without oily residue all over it. I am one person with one processor, not a corporation so a replacement or  refund  are the ************ I will accept. It should be noted this has been going on two months without satisfactory resolution.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/28/2023

  Good Evening,
  Your case has been escalated to and taken over by our *********************** team, 
  please respond directly to their emails that are sent via ******************************************************************. 
  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.
  Thank you,
  ************
  **************************************************

  Customer Answer

  Date: 05/30/2023

  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:05/11/2023

  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.

  Contacted support about issues with the *** 6 phone. For an expensive phone, it never worked well. Call quality was near non-existant. Would not talk to me, kept dropping call. Wanted to refund, but the company refused. I want my money back for this expensive piece of junk.

  Business Response

  Date: 05/30/2023

  Good Afternoon,
  My name is ************ and I will be assisting you going forward.  I apologize that you have been having issues
  with your phone.  This is not something that we find acceptable.  I see that we have tried some troubleshooting
  steps already like updating to latest firmware,  back-up your data and reset to factory mode.  If these steps 
  didn't help your phone is in warranty so we can set up a RMA (Return Merchandise Authorization) so that
  you can send in the phone to have our technicians look at it and see what the issues are.   If this is 
  something that is acceptable to you I will be happy to get this started for you.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:05/11/2023

  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.

  I am writing this complaint against Asus due to my experience with their motherboard (specifically, the B650E-I). The main problem with the board is quite simple: one of the **** slots (the port which holds RAM) does not support **** (so called "memory overclocking"). Because all RAM sticks on a motherboard must run at the same settings, when **** is enabled, the problematic slot does not permit the system to boot. I have witnessed a 15% increase in gaming performance (frames per second) between having both RAM sticks with **** disabled and having a single RAM stick (in the functional slot) with **** enabled. It's very likely that the difference would be larger if I could utilize both **** slots.While it may be referred to as "memory overclocking", **** is both widely advertised (including compatibility charts between boards and RAM products) and vendor supported (the board manufacturers release the **** profiles themselves in the board bios). (This issue I've had isn't the only problem Asus motherboards have had recently; they are currently engaged in mitigating the impact of faulty bioses that have destroyed both the motherboard and cpu installed in it. Asus's response has been far from ideal.)I reached out to Asus about this, with the same evidence I have presented here, and it took weeks of back and forth before they agreed to send an ahead-of-time replacement. Of course, they are out of stock, so I'm still stuck with a broken board. They did refuse to issue a refund for a product that was clearly faulty from the factory.A refund would allow me to purchase a similar product from a vendor whose products and customer *********************** live up to the expectations they themselves set.In case it is helpful, my Asus Service Number is N2303044087-0010

  Business Response

  Date: 05/30/2023

  Good Afternoon,

  My name is ************ and I will be assisting you going forward.  Please reply only to my emails as I will have the most
  updated information. I want to apologize for the delays that you have been going thru due to the stock issues for your
  motherboard.  When we are out of stock it takes at least 20 days before we get in new inventory.  At this time
  I have put in for the Advanced Shipment and I will let you know in 3-5 business days the unit the Inventory team has
  available for you for the Advanced Replacement.  Once approved by you they will also sent you a quote for the Credit Card
  hold at that time. Once you have sent in that hold it usually is **** business days for you to receive your unit.  This does
  not include weekends or shipping time.
  Sincerely,
  ************
  **************************************************