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:05/11/2023

  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 typed wuty ithe t keynioartd that is cusing me orioblems, this iw shw ati cagt and id on oit gfeel that i nned toi decioher foir ASUS ri ewrS-TRHW ***** ashgiuysdk wiqerj and===***** he start. CAN YOU READ THIS!!i opurchased this laptop in Stpember 2022 after dmagaing my HP laptop. I do makreting and graohics and this laptop contained the same program and fucntions as my HP so I was convicned to ourchse as i needed a l aptoop foir work, myu own company.fropm the beginning, I began having problems iwth the keyboard. Most noitceanlyu th inability for the n umbers =key to stay lcoiked, randome chatracters would appear as i was toyopiung, or just plain gobbdy g*** would aoppoear, the sensicuty oif the laptoop meant that even thet lksighes brtiush against a kew made it aopoear,in the larning oprifess that ther was somehting wron, may many many hiurs were consuimed correcting docuements, sheets, soreadhsests, etc as when they final products wqas oricued, it amuy bno nsesne and was ufll of tyyopus. I contact suooort, and hte antleked me thur to reoslve the issue . atfte the iftst attemopu, it owrkked fo rt few ******************* then revertte. afte making nunerous ocalls to souuport, I fiannluwas able to peak wo ith a mnagar. **** then infirmed that ***** onky wa for them to reslve the issue wa sfor me to send htem lapotop for review. I ***** do that for as bad as this thing works, i need it to tun my comoany and cannot be with iut it for a nub er aweeks athye they suggested. I was told this was the onkuy soiultion. mecnshilem the laptop has beun t operfoirm even worsew. to the opot tha niothing tyoped makes and has toi be redone oive and over again , Ecpolaining to themn I offuld nit be ***** iurt thie kaotiom, they conituned to ffer tfor e to en dit ti them for reopair, that was ht eonky way. DS= ue to **** aof abikity on heir part, ASUS has coirnered me wiht ni recoiurse., ************* ia w ne in it to them and be woiehtyou the abikity toi tunb my comoany with no latop, or go ourchase anither brand new laotop to fic the almost nrand nerw laptopo ui ihad just oeufhed. this wcnarioi has been okat=ying out for a few mknth now with the sdame offer buy ASUS0sne it itm, I ecoplkained i cannot do that and they offer ni other solution.Soi nowm inin==rder to gain sanity, i must go ouchaswe yet anither new laytop, this time at ni faukut of muy ownma nd tt the mner cy iof ASSUS.

  Business Response

  Date: 05/19/2023

  Good afternoon,
  My name is ***** S and I will be assisting you at this time.  The ******** Team has reached out to us and stated that they
  would be able to offer you a loaner based on stock availability as a courtesy with a credit card hold of CAD $300.00 while they have your laptop in
  for repair.  If this is something that you would like to look into I will be happy to set up the *** and have someone from
  that team to reach out to you regarding the loaner.
  Thank you 
  ************
  cl-bbb
  asus.com
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20045525
  
  I am rejecting this response because: this does n iot help me to . I need the laptoiop to ******* nhuisness and do my work, I cannoit funcatuoin with iut it. As yoiu see me tyopuing this, this what it looks like nd the then I must go back each evne every timne to correct. i am tyoping slow an dtyrimnhg yo klmake tyisd underattnaable. GThey will try  to supplky ,e wo9tju a loader l aoptoip  whilke t hey fin x mine. i wioukld need to transdfre all myu f iles to the loaner aand all muy prigram soin order to worjk. and tha thwill hnot jappemn., they don;t indertand the socppe of ***** tyey are cusing me. this had sonj for monthss and theu sis th ebest the y acan do. they have done mibnting ot kje[- me oiut , noithing e cvept **** they are sortryu. look oinbline and syoiu weilkl se man y other ASUS custoimers havfe had the smew i ssue. I nbight his laptoiop spcially for woork an dit has not owrked proiperly for minths. they need to replace this fuicking thing today, eweh tai s itheir ier p roblem. lket hem wtrhy to worj likre this. woukld htey do this no bnefcuse they can just flal ed ****** UIT and get a nither,. i ccnalt doi that. i cannot he woith oiut my laoptoipo. plaiun and simple. iit owulkd tke nm e day soit mkaew usre i trrabnser the correct infoirmatiuon to the loaner an dhtehn *************** dtnadger it all back if they return my damnaged l aptoop. just do t he fiuckiung right thing and rteo klacce tyhisd god **** hting. would oyu weork like this>????

  thyhe are ruining mhy busin ess  nbd they do noit care. i have to work many amnhy extra hiuyrs to make uo for all the loist time i ***** to do to correct this s*** i have started to use mhy ohgine as an ale==aternatiive, I get fo so sos f****** arngyr then on this s*** .,.JUSTY REPOLACEW TH E  FUICJKIUNG THING, HGGOGOD **** YOUY BNASTYERADDS'

   

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

  Business Response

  Date: 05/28/2023

  Good Evening,
  I apologize that we haven't been able to resolve you keyboard issue as of yet.  
  We have escalated your case to our ******** team at this point for them to
  reach out to you for assistance.  
  Thank you
  ************
  *************************************************** here...

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20045525
  
  I am rejecting this response because:  that's  is all they have been able to come with since this issue has started.  this has now been almost 9 months. 9 months they have ****** me over , and continue to do so. Does Asus realize  that they are killing my business? I can't afford to go buy a new laptop to replace this piece of s*** I bought. as the days go on and the keyboard gets worse, i will be forced to take action . asus you are thieving b******* this was so easy to fix and you chose to  scum about it.,  you tell that to my children when I cant feed them because of you, simple f****** action to replace this piece of ****, they decide to d*** around they are hoping i  will go away. they are nothing but cheap b******* who care nothing. nothing. not a f****** thing.

  now-want to see what i deal with everyday:

  asjus thyiu are nithing but a hnuichgc og thievbingh asjoewles., you atre hointihng to me and i wlkl dtrog in h*** once this is all done w oith, replace the laoptop and ti wiwll ba l b ne good nbity you ionstrerad you cvjhopose to p l ay aotrind and drag thi oaut ogf rt loing a s po oissible.

   

  Nice huh-then I have to go back and redo with no mistakes word by word by word, every document  hours and hours

  does asus care? no-

  the number key is now permanently locked off, keys to provide function do not work or provide the function

   

  the keyboard is FUCKED

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

  Customer Answer

  Date: 06/07/2023

  i received one email from ASUS ****** telling me they were escalating to their ******** team.

  that is it nothing else

  has this been resolved-NO!!!

  Business Response

  Date: 06/12/2023

  Good afternoon,
  I sincerely apologize for the inconvenience this situation has caused.
  Your case has been forwarded over to our ******** team again. Please be on the look out for an email from them.
  They should be reaching out within the next ***** business hours.
  ************
  **************************************************

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20045525
  
  I am rejecting this response because: ****** believe it or not got cable Tv a few years so the excuse that they keep contacting the ******** Team is ********. I firmly that the think that if they delay having to make the decision that a new laptop is required, I will go away.

  But because we have cable, that  also we have internet. And I'm thinking  that perhaps a publics forum blog will  light the fire under ***** since we still burn wood to heat our homes. I am, trying to run business here and because of this f****** laptop, ASUS slowly but surely destroying. it . I do graphic design AND marketing and bought this laptop for that reason. If  I had known what lie ahead, I would have taken that  dishwashing job and avoided all the money lost so far. Perhaps a counter suit for  those funds against is ASUS is now required. When you have a growth hanging out your a** how long do you wait before you see doctor?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/20/2023

  I apologize that you are still having issues at this time.  I have heard
  back from the ******** Team and they stated that they reached out
  to you on the 13th of June and offered One Day service.  At this time
  you will need to keep in contact with them to resolve your issue with 
  your keyboard.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20045525
  
  I am rejecting this response because:***** is st iuoid, bhow maqn time si s this going it b e allowed to  finishk ]this is fucnkuing stiou d s*** a nd th klook at this jeuyh kko;jlkug
  tdunk fu 8ckji8hg hsit 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20045525
  
  I am rejecting this response because:***** is st iuoid, bhow maqn time si s this going it b e allowed to  finishk ]this is fucnkuing stiou d s*** a nd th klook at this jeuyh kko;jlkug
  tdunk fu 8ckji8hg hsit 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/09/2023

  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 an Asus router Feb. 1, 2023 and received it a few days later. It failed Apr. 26, 2023. I called and was told it was out of warranty. After chatting online, I was told to send a copy of my invoice, which I did Apr. 27, 2023. I was told it had been received, and my warranty was updated. They sent an RMA number and I shipped the router to their repair center on Apr. 28, 2023. On May 4, the repair center emailed me saying they had diagnosed the issue, but the router is out of warranty. I would need to pay for repairs within 4 business days. I called, was told that they found the invoice I sent, it would be forwarded to Product ****************** who could update the warranty. He promised they would email me within 48 hours. Instead, May 9 I received an email reminding me that it had been 2 days since they sent me the repair bill and warning that the router would be returned without repair if I did not pay their invoice by the due date. I chatted online, was told again that the issue was escalated and I need to wait another 48 hours. By that time, they would have already returned the router. I was told the only other option was to call the hotline and ask to be transferred to the next level of support. Upon calling, I was told that the issue had already been escalated and I need to wait 48 hours. I asked to speak to a supervisor, was told none were available but one would call me back "within today." I will be very surprised if that happens. They keep telling me that I only have a 90 day warranty, since it is more than 3 years since the date of manufacture. I have no way to verify manufacture date, but it is not relevant. Even if my warranty if only for 90 days, I shipped them the router less than 90 days after I bought it, so it makes absolutely no sense to keep telling me it is out of warranty.

  Business Response

  Date: 05/18/2023

  Good Morning,
  My name is **************, and I will be assisting you going forward.  I would like to apologize for the 
  warranty issues that you have had.  Due to the Router being an older unit it only came with a 90 warranty
  and it should have been covered for the repair.  I apologize for the frustration and inconvenience that 
  you have gone thru with this issue, so at this time I would like to offer you a one time courtesy repair as 
  long as there is no physical damage.  The Router will have a 90 day warranty when the repair is done.
  If you would like to proceed with this I will be happy to set up the *** process for you to help resolve 
  your Router issues.
  Thank you and have a great day.
  
  
  ************
  **************************************************
  
  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20038302
  
  I am rejecting this response because:
  *********** center sent me an email on May 11, 2023, saying "This email is to inform you that your pending repair service USBVR41493 will be cancelled due to non-payment. We will proceed with returning your unit to you unrepaired". However, as far as I know, they have not shipped it back. I have not received the router, nor have I received any more communications, such as a tracking number or notification that it had been shipped. I would be quite happy if you would actually repair the router. However, if it is returned to me unrepaired, I don't find it acceptable to expect me to pay to ship it back again. I already paid for shipping the first time. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/22/2023

  Thank you for reaching out regarding your past ***.  I am seeing that your unit was returned with Tracking number 398226458076
  and delivered on 5/19/23.  At this time if you would like to restart the *** process to have your unit repaired please let me know.
  Thank you
  **************
  **************************************************
  

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20038302
  
  I am rejecting this response because: The only way I can accept starting the *** process again is if I receive a prepaid shipping label. As I stated the last time, I already paid to ship the router once and I will not do that again. In addition, I do not trust your service center to follow through with the repair. The last time I shipped the router, I was also told that it was under warranty, I was given an *** number and told to ship it. However, as soon as your service center received it, they declared that it was not under warranty and refused to repair it unless I paid the invoice they sent me. What assurance do I have that this *** experience will end any differently? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/08/2023

  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 am suspect that My ASUS UX463F laptop has developed a leaking and bulging battery inside it. It has seriously swelled the laptop case and has become a safety issue. I am worried that the leaking laptop battery may explode and / or break the laptops motherboard given the swelling is so significant.It is my hope that ASUS will replace the battery in my laptop before the leaking leads to damage and or explosion. I hope that they will do this for me complimentary despite the laptop possibly being out of warrant as I am a good customer and this is an important safety issue.Specific details for my device such as model serial number can be found on the attached picture that I have uploaded

  Business Response

  Date: 05/16/2023

  Good Evening
  My name is **************, and I am sorry to hear that you have experienced this issue.
  We want to thank you for making us aware of this situation and assure you that we will 
  handle it with the appropriate sense of urgency.
  Your safety is of paramount importance to **. While we recommend discontinuing any use 
  of the unit for now, we ask that you not dispose of it while we are working on this issue.
  We are escalating this situation to our next level of support in ******, who will reach out to you by phone 
  in the next 24 to 48 business hours to gather more information and assist you with next steps. 
  
  Please take note of your case number for your future reference: N2305064074

  Sincerely,

  ***** S

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

   

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20030104
  
  I am rejecting this response because:

  The matter is not resolved yet. Also ASUS support needs to reach me via email as I am rarely reachable by phone.
  

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

  Business Response

  Date: 05/22/2023

  Good Afternoon,
  I hope you are doing well,  I wanted to reach out to you to make sure that
  your were contacted by our Canadian Team regarding your Safety issue with
  your battery.  They told me they were going to reach out last week and they
  usually only do emails.  If you haven't received any response please let me
  know and I will reach back out to them.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20030104
  
  I am rejecting this response because:

  Yes I have been contacted by ***** in the ASUS ****** support team. I have now sent my laptop in for repair today via fedex.

  The repair still needs to be carried out, once it is I will notify BBB

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

  Customer Answer

  Date: 05/30/2023

  This message is regarding Complaint ID # ********- ********************
  
  You can mark the complaint that I am satisfied with the BBB and ASUS. I have been emailing with then directly and they are helpful
  
  Thank you,
  
  ****

  
  -=- Sent from Mister ******** cellphone -=-

• Initial Complaint

  Date:05/06/2023

  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.

  Hello,I purchased 2 of the Asus RT-AX55 routers in December 2022. I immediately noticed an issue where the routers would stop responding and WiFi and wired connection stops working. Only solution so far is scheduling a daily reboot which is a bandaid solution.I first reached out to Asus support about this issue early January. We are now in May. Their support engineers acknowledged the issue but want me to use beta firmware which I don't want because it's experimental and also requires that the router is fully reset first. Then I would have to set it up from scratch. Then when public firmware is released I would have to reset it again. That's not something I'm willing to do especially since beta firmware can fix one thing but break another.It's been nearly 5 months and there is still no public firmware update. Last available is from October 2022. I have been back and forth with Asus since January and have about 20 different emails. They can't even provide an ETA of when the update will be released.This is not acceptable especially since there is a known issue which Asus support confirmed.When will the firmware update with the fix be released? If you do not know please escalate to someone who has the answers.I either want the public firmware update with the fix (preferred) or for Asus to buy back the routers and provide a full refund. I bought the routers from Amazon and Microcenter in Dec 2022 and it's way beyond return period.Thanks

  Business Response

  Date: 05/15/2023

  Good Evening,
  My name is ************ and I will be assisting you going forward.  I apologize that you are having issues
  with your Routers and not having the needed firmware updates to fix these issues.  In further research
  I did see that an updated Version was released on 4/26/2023 with fixes for issues the Cx's were having.
  Here is the link to the updated information where you can download the updates.
  
  
  *****************************************************************************************************************************
  ASUS RT-AX55 Firmware version 3.0.0.4.386.51598
  Version 3.0.0.4.386.51598
  65.69 MB  2023/04/26
  
  
  
  I hope you have a great day.
  
  
  Thank you
  ************
  **************************************************

  Customer Answer

  Date: 05/15/2023

  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:05/03/2023

  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 have been dealing with ASUS for over a month now regarding a new laptop that isnt even close to a year old and still under the highest warranty they offer. The laptop went out and I contacted ASUS, they offered to repair it. I send it in for repairs and they go to ship it out but someone shady at the repair facility tried shipping it to one of their friends in Bronx, **. I spent two days with ASUS and ***** with easily ******************************************************************************** time. I get it redirected and about 3-4 days later I receive it. Laptop still is not working and presenting the same issues, they say send it in and we will take another look at it and may offer you a replacement laptop. I send it back and they give me options for a replacement laptop, three to be exact. My same model and then two others that they claimed to be upgrades when theyre older laptops with semi better specs for older hardware and cost is even less. I agree to a replacement and the replacement I get is just absolutely awful as well. It is not charging and the moment you take it off the charger it instantly shuts off. I spoke with the *** office regarding the matter and they brushed it off as if its nothing. Turns out the repair facility and ASUS do this to customers regularly. I asked for a new laptop and that was too hard of an option, I asked for a refund so I can just avoid going through the customer ********************** ever again and that is the hardest option possible. I need help, I work hard and honest for my money and the little things I do but I cherish. I need a working laptop for work, school and entertainment. If I spend well over $1000 for a laptop and it has a high end warranty I expect **** end customer ********************** because Ive literally had it with every company Ive been with but this was where I absolutely **** the line and finally had to speak up. I have email backlogs and documents but they have case numbers and plenty. Please help, *** lost hope.

  Business Response

  Date: 05/11/2023

  Good Afternoon,
  I hope you are doing well today.  My name is **************, and I will assisting you going forward.  
  I see that you have been working with ********** in the *** department and that we are looking
  for a New In Box Gaming Laptop.  Unfortunately when we received your unit in we no longer
  had the Laptop available that we told you we had at the time.  Our Inventory does go really fast.  
  We have put in a request to see what they do have available that is compatible to the laptop that
  you have now.  Once we receive that information I will let you know.  This process could take 
  5-7 business days not including weekends or holidays. I will reach back out to you with in 48 business
  hours to give you an update.

  
  Thank you and have a Great Day!
  Sincerely,
  ************
  **************************************************

  
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20016211
  
  I am rejecting this response because:
  
  

  I received more refurbished options from ****. Now I have to wait around to figure out what options they have in stock at your repair center then wait for you to relay the message to me, then relay it back to them in time before what? They get rid of it again? I want a brand new model of the GA401QM-G14.R73060. Its in stock at stores and considering ASUS sells it directly on their website which is the same case for the original laptop I had sent in it shouldnt be much of an issue. I dont want that downgraded laptop back, I dont want anything that is lower than the value of the original laptop I had sent in. Its the least you guys could do for the amount of trouble and hassle you have caused me and still continue to cause me. I just want to get this resolved and out of the way already. The easiest solution would be to send me a new in box of the model GA401QM-G14.R73060 that Im asking for or just issue the refund for the amount I paid for the laptop which is still listed on your website at nearly $1300 before taxes and fees and that laptop was nothing but trouble and the motherboard went out on it just after a few months of ownership. The repaired model still had a bad motherboard and then the model they sent me more than likely had a bad motherboard because the battery was brand new.

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

  Business Response

  Date: 05/18/2023

  Good Afternoon,
  I hope you are doing well today.  I am so sorry that you received an replacement that is not working.  
  That is not something that we find acceptable.  We would like to offer you a New In Box unit at this 
  time.  If this is something that you would like to proceed with please let me know so I can get this 
  RMA started.  Would you like to send the unit back for replacement or a hold on you credit card
  and then send your unit in after receiving the new unit.
  Thank you for your time. 
  ************
  **************************************************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20016211
  
  I am rejecting this response because:
  

  I have yet to be reached out to by email or phone since sending multiple emails and having called multiple times. I would like a new in box unit and that would be fine but heres the problem. I was promised a new in box unit and communication on your end stopped and I got sent another refurbished laptop with another charging issue and now a hinge on the left of the screen connecting it the base that pops when opening and closing. The new in box unit I would like is the model number GA401QM-G14.R73060 which can also be found at this link for more details and info *****************************************************************************************************************************************************************************************************    I hope that is not too much to ask for. The original laptop I sent in is a **************** over $1300 before taxes and fees. Retail for the Zephyrus I sent is maybe about $50-100 more than what I had paid. But after this huge headache and hassle Im really hoping its something you can overlook and make right especially with Best abut constantly having sales on the Zephyrus and it being marked at usually around $800-900 on those sales. I had that model of ******** before and absolutely loved it. I didnt need the fancy RGB and all of that extra gimmick stuff because the hardware spoke for itself and thats why I loved you guys because at one point your hardware was super reliable and performed well under pressure. Please I beg of you, may I please just have a new in box GA401QM-G14.R73060? Please email me or call. ************************ or **********. I do not have voicemail setup so if I dont answer the first time please call again right after. Please and thank you.

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

• Initial Complaint

  Date:05/03/2023

  Type:Delivery 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 purchase and registered a computer motherboard via Amazon from Asus on January 3rd, 2022. The motherboard carried a 3 year warranty. After finding a defect, I contacted Asus support and they confirmed the warranty status and provided an RMA: USPCR34794. I was provided a shipping label to return the board, with instructions on how to package, where to send it and the deadline 4/24/2023. I Paid for expedited 3 day shipping on 4/1/2023, with 48 hour processing to receive the replacement by 4/8 at the latest. Asus sent the package standard shipping so I received it on 4/11/2023. After verifying the replacement did not have the same issue, I packaged up and sent it out, via ***** Tracking number: 00396883322587.On April 17th I received a warning email indicating that I had until 4/24/2023 to send the board back. I tracked the package and confirmed that it had been received by Asus on 4/17/2023. I then contacted Asus via online chat and Asus confirmed that they had received the package and offered that their system had probably not updated as yet and for me not to be concerned. On April 23rd, I received another warning email. I again contacted Asus, who explained that although they had received the package it was an errant automated email notice. On April 24th I was billed for $316.38. I called back Asus and explained the situation, It was elevated and I was told that it would be resolved in no more than ***** hrs. Case ID: ********************* has now been 72 hours with no further contact. Additionally, the board retails for $259 brand new. Besides sending me a defective product, they charged me for a service which they did not provide, made at least 3 inaccurate statements each time I called. Failed to address the issue when they stated they would AND over-charged me for a refurbished product by 15% over their retail pricing. They now have both my old board and my money from the errant charge on 4/24/22023 for $316.38

  Business Response

  Date: 05/11/2023

  Good Afternoon,
  I hope you are doing well, My name is **************, and it will be my pleasure to assist you today.
  I have researched your cases and I do see that you were accidently charged for the replacement
  Motherboard.  I apologize for the inconvenience that you have gone thru due to this and I would
  also like to say that I am seeing from that on 5/5/23 you were refunded your money.  
  This is usually an immediate transaction and depending on your bank I am unsure on how long it
  takes on your end to see your money.  Thank you for your time and patience.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 05/12/2023

  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.  However, the refund was provided to me by PayPal  prior to any action by Asus.

  There were several issues noted below that seem to indicate a deliberate pattern of behavior with the return process:
  1. Provided an option and accepting payment for expedited cross shipment, but sending the replacement as standard shipping.  It was also difficult to get refunded for the service.
  2. False re-assurances of not being charged for the replacement ahead of the deadline. This occurred twice via erroneous emails even though delivery of the original item to Asus was confirmed.
  3. The charge amount was $40.00 more than simply buying a brand new board (MSRP of $259) vs $299 for a refurbished board with no  packaging or accessories.
  4. There was no notification of the charge by Asus.
  5. Asus failed to call back within the ***** window as promised when I originally discovered the charge thru PayPal.
  6. Asus asked for original receipt instead of PayPal billing information that I was told would be required on 5/1.  I just re-verify my original purchase after Asus had already confirmed the warrant. 
  7. Asus sked for the tracking number on 5/4, which they had provided to me prior to 4/11/2023
  8. Asus was unable to cross reference the new motherboard serial number, which ******************** provided in an email.
  9. The "Chat with us" links in the emails sent by Asus yield "This site can't be reached"

  This is a troubling set of issues for a simple warranty replacement.

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

• Initial Complaint

  Date:04/28/2023

  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 purchased a ASUS computer motherboard from Newegg on 11/24/22 and it took awhile to buy all the rest of the parts to build a computer. Finally I put the computer together and received a CPU fault light on the motherboard. I call ASUS support and did some troubleshooting with them and they told me to send the board to their repair team in ************** IN. It was delivered to them on 2/23/23. I have sent all documentation they have requested and numerous emails to them and keep getting the same reply, we are sorry we are working on your issue, and I still do not have a resolution. I cannot build the computer without that part and it has been over two months. The case number is N2302018487-0013. I would like to have either my board fixed and sent back, or a replacement board sent, or a check for what I spent to purchase a new motherboard

  Business Response

  Date: 05/05/2023

  Good Evening,
  I hope this finds you well.  My names is **************, and I will be assisting you going forward.  
  I am sorry that you are having issues with your RMA for your MB.  I have gone thru your
  cases and see that we did get in a MB but for some reason the SN's are not matching so
  that is what is delaying the process of your RMA repair.  Thank you for sending in the
  invoice and know that they have been researching why it's not matching.  I am looking
  further into this for you and will get back to you with in the next 48 business hours.  
  We are closed weeks and opened Monday thru Friday 8:00am to 8:00pm EST.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19994092
  
  I am rejecting this response because:It has been over 2 months and I have not had a resolution.  Numerous emails and calls have not solved my issue.  I will hope to hear from them with an answer as they have stated by the end of the week. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  Hello,
  I wanted to reach out to you to let you know we are still in the process of straightening out the issues with the ** of the MB and the ** of the MB Socket. It seems that is where is mismatched ** is coming from.  I will reach back out to you once I have more of a updated answer which should be in the next 24 to 48 business days.

  Have a Great Day!

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

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19994092
  
  I am rejecting this response because: They have had the board since 2/23/23 and should have come up with a resolution by now.  I want an exchange or a check for what I had spent and all they keep saying is wait 24 to 48 business hours.  That was what was in the last response they sent to the BBB and and I never heard from them.  It has been similar responses in all the emails and calls I have made with no resolution
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/26/2023

  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 ordered a computer from Asus website and received it earlier this week. As soon as I opened it as starting getting it setup, the fingerprint security device was not working even after many attempts. This was one of the main reasons I purchased the computer for work. I had the computer for less than 24 hours and started the return process. Asus is being extremely vague about the return process and possibly charging 15% restocking fee. This is their response. Based on the return process, the 15% restocking fee is not a guaranteed charge as it is for non-defective returns and open and missing accessories that are sent to our warehouse. Once the device is assessed by our team they will reach out via email and advise of the refund amount in detail. I wish we were able to provide a definite answer in regard to the fee charged as the final decision is up to our team at the warehouse after they have done their assessments. I am terribly sorry for this misfortune.This is very deceptive and unethical. The computer did not work as advertised and now I'm in situation where I send the device back exactly as I received it with the potential of being charge up to ****** (15%) for Asus sending me a device that does not work with the specific feature I bought it for. This is not acceptable. I want in writing from Asus that as long as the computer is returned exactly as it was received with all accessories I will receive a full refund.

  Business Response

  Date: 05/03/2023

  Good Afternoon,
  I hope this finds you well today.  My name is ***** S and I will be assisting you going forward.
  I do apologize for any inconvenience and frustration that you have had regarding your refund.
  I have reached out to the eShop and I was told that if there was a defect as the fingerprint scanner
  not working you would get your full refund.   I appreciate your time and patience as I looked into
  this to help resolve this for you.  If you have any other questions or concerns please don't hesitate
  to reach back out to **.  
  
  
  Have a Great Day!
  **************
  **************************************************

• Initial Complaint

  Date:04/24/2023

  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 laptop in July 2022. I am a student and didn't use it very much in July or August. I began to use in late September and it worked like a dream. Then it crashed in November - blue screen and hours with ASUS on the phone failed to solve. Sent the computer in for repair and waited 4 weeks for return, began using and crashed again with the same blue screen error in BIOS. Returned to ASUS and this time the turn around was only 3 weeks. ***** using again and it crashed again almost immediately. Hours more on the phone to ASUS - they said they would find a refurbished computer and replace my computer with the refurbished model. Was informed that my computer is coming back to me "repaired". In the meantime I have been forced to purchase a new computer because I have now burnt through almost 3 months of my warranty sending my computer back and forward to be repaired - and I need to work. I need a computer for work. I can never speak to a higher level person and there seems to be no end to sending this computer back and forth until finally my warranty expires and they are done with me. It is unacceptable.

  Business Response

  Date: 05/03/2023

  Good Afternoon,
  I hope you are doing well.  My name is **************  I will be happy to assist you going forward.
  I am sorry that you have had issues in the past regarding the blue screen error in BIOS.  I see
  in the last RMA that we did replace your Notebook with another recertified Notebook that 
  was delivered on 4/27/2023 and signed for by BBHAT.  
  I am glad that you received a resolution to your issues and I would like to Thank you for
  your time and Patience during this process.  If you need anything further please don't
  hesitate to reach back out to me and let me know.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:04/23/2023

  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.

  The ** was received as a gift December 25th of 2022 being bought December 15th of 2022. The first time the ** was started up was the day I received it. A month to the day after receiving it the power supply went out with a very loud pop like a firecracker. I sent it in for repairs received it back with a five-word summary of the process which was *** power on. Replaced part." At the time I thought nothing of it because it was short and to the point now it feels like laziness. Early March the power supply went out again with a much more violent issue the power supply once again popped but ****** left the back of the case and it actually sounded more like a gunshot not a firecracker. I sent it in for repairs they sent it back unrepaired because they found bugs in it. But they neglected to secure the cords that were connected to the power supply that they left out when shipping it back meaning during shipping the case wasn't moving inside the box but the cord inside the case was smacking around into the motherboard the chips the graphics card everything that remained inside the ** was getting hit by the hard plastic cover of the cord that was connected to that power supply. Well at the same time neglecting to put the screws back in the side of the case. This computer is a safety hazard more than anything else and the poor quality shown in the handling of it really isn't okay. I would either like my money back for the $984.41 that was spent on this or it actually go to a repair team that will actually fix it and care for the product or just a different ** entirely.

  Business Response

  Date: 05/02/2023

  Good Afternoon,
  I hope this finds you will.  I apologize for the issues that you are having with your PC.  My name is ***** S and I will be helping
  you going forward.  Please reach out to me if you have any questions going forward as any other department will not have the
  most updated information and it may delay your resolution. I can understand the frustration that you
  have gone thru with the issues of having the popping sound and then not working.  Once we open a unit and find contamination
  due to any reason goes in a ************** and the repair facility will not install it back together for the sake of security on all of 
  our other customers products.
  
  You will have to have it professionally cleaned before we can even have it sent back into use.  Once that cleaning is done I will
  need the professional cleaning service to send in to me the images so that I can get approval for this to be sent back in for 
  *************************** that is done I will be happy to waive the cost of the repair for the chipped graphic card portion of the repair but all other 
  damage will be considered customer induced damage (CID) at your cost due to the lack of maintenance of the unit.
  
  
  
  Sincerely,
  ************
  **************************************************
  
  

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19972518
  
  I am rejecting this response because: I took in to be cleaned and the individual who did the cleaning noted two things: One the bugs were only PART of the problem with the unit the other was in fact the power supply was a tad low for the other parts to function properly. The other was that the cord that was left dangling did in fact hit the chipset of the motherboard and scratch it slightly. He replaced the power supply for me and did the best to polish out the damage parts. The lack of care of shown in the handing of my return was not good. I am not upset about it not being repaired. I am upset because *************** didn't even bother to secure cables that could damage the rest of the *** I would rather have it replied elsewhere than risk another incident with your company. This is my final response no other action is needed.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19972518
  
  I am rejecting this response because: I took in to be cleaned and the individual who did the cleaning noted two things: One the bugs were only PART of the problem with the unit the other was in fact the power supply was a tad low for the other parts to function properly. The other was that the cord that was left dangling did in fact hit the chipset of the motherboard and scratch it slightly. He replaced the power supply for me and did the best to polish out the damage parts. The lack of care of shown in the handing of my return was not good. I am not upset about it not being repaired. I am upset because *************** didn't even bother to secure cables that could damage the rest of the *** I would rather have it replied elsewhere than risk another incident with your company. This is my final response no other action is needed.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/05/2023

  Good Evening,
  Thank you for responding back and I will update your case as no further action is needed.
  Have a great weekend!
  ************
  **************************************************

  Customer Answer

  Date: 05/09/2023

  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. Simply because the company does not seem to grasp exactly why I am upset. The complaint is because the repairs teams negligence in handling my PC before shipping it back damaged it further. For a company seemingly based in ******, they do not seem to understand basic english.
  
  Sincerely,
  
  *********************************