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:04/23/2023

  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 z790 Apex motherboard. I purchased it because it advertised that it was fully compatible with DDR5 ****.I then proceeded to purchase g skill DDR5 **** ram.I built my system and loaded the *** I profile. However it failed. I tried *** II. That too failed. Changing the *** frequency from **** to **** did work. I replaced the *** directly with GSkill to make sure that wasn't the issue. The new *** kit yielded the same results. I feel the motherboard claims are false advertisement of being natively able to support DDR5 ****. Upon trying to get support, I was told I would need to send the motherboard in and pay an additional fee just because it was bought in another country. I never heard of this rule before and at the end of the day when you spend $800 on a motherboard and it makes promises to do a certain things, you expect it to do so. And when it can't you should get help solving the issue.I could have gotten the same experience with a lesser ASUS motherboard and spent 400 dollars less.

  Business Response

  Date: 05/01/2023

  Good Afternoon,
  I apologize for the frustration and the inconvenience that you have been going thru due to the fact that your Motherboard is zoned for outside of *****************.  I am
  showing that it is for *******.  Due to the fact that it is zoned for that zone your device may not be compatible with devices in the ** even if it is showing on the website.  
  There are a few things that I would like to do to help get this resolved for your.  
  The 1st is to have you send me the invoice or receipt of the proof of purchase so we can see what you were sent a unit zoned for *******.
  
   To be acceptable, your invoice/receipt must have the following:
  - File types accepted: PDF, JPH, PNG, GIF
  - Retailer name and Logo
  - Date of purchase and purchase price
  - Serial and/or model number of an ASUS product
  - Online purchases: since online resellers do not provide a printed receipt, it may be
  necessary to login to the store website and download a copy of purchase receipt/invoice
  
  
  The following documents are not accepted as valid POP: 
  bank statements, 
  screen shots,
  forwarded emails, 
  copy/paste emails, 
  TXT/RTF/DOC format attachments

  
  The 2nd thing that I am going to do is email my **************************** team and see if they can advise a compatible
  unit since this is a ****** model.
  
  
  Sincerely, 
  ************
  **************************************************

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19971851
  
  I am rejecting this response because:

  Good afternoon,

  Please see the attachment. Please let me know if you need anything more from me.

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

  Business Response

  Date: 05/05/2023

  Good Evening,
  Thank you for sending me the ** for the G.Skill DDR5.  I have checked the *** list
  for the Motherboard and I am not seeing that specific size as compatible.  
  They start out at F5-6600J3440G16GX2-TZ5RK and go lower in numbers.  You may
  want to contact the Trident G.Skill company to ask them what would be compatible
  for your unit.
  As for the Zone of your unit it was bought in ****** not in the ** so we would
  not be able to repair your unit under warranty all repairs would be considered 
  out of warranty and will be for a labor, shipping and diagnostic fee.  That
  being said you can send your unit to the ASUS repair center in ******* to
  have them to the repairs under warranty. 
  Have a Great Weekend.
  ***** S
  **************************************************

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19971851
  
  I am rejecting this response because:

   

  First, on the G.Skill website it says this and one other motherboard is the only compatible boards. In addition, on 2023-Jan-18 there was an update to the **** supporting **** in the ****. More specifically, on 2022-Apr-26 there was an update fixing issues with a DDR5 **** kit. You cannot tell me you don't support it if you are giving updates to the **** that makes you support it.

  Secondly, regardless where it's bought, because of your supply issues, us enthusiast are forced to go everywhere in the world to find your products and it should be supported when you reached a certain dollar threshold. And once more, your policies should be more publicized as I have been buying ASUS motherboards for 20 years or more starting with the ******** model. Never have I been told that I cannot buy a motherboard in another country and not have it serviced. A 800 dollar motherboard you kind of expect to just work as well. It should have gone through the rigors of QA. However, many people on different forums have been reporting issues with this motherboard. Asking the end user to spend upwards of $200 dollars shipping and then additional whatever the cost to fix it is completely unreasonable especially when they have already spent so much.
  

  This might be the end of my patronage with ASUS.
  

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

• Initial Complaint

  Date:04/22/2023

  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 ordered a laptop directly from ASUS online store on 03-19-2023. I received the item on 03-27-23. The laptop is having display issues, I followed all the steps the technical support provided and the issue was not solved. At this point I would like to return the item for a refund but the manufacturer says I can not do it for because the time window for that (30 days) have expired even when I received the item more than a week after I placed the order.

  Business Response

  Date: 04/24/2023

  Good Evening,
  I hope this is finding you well.  I can understand your frustration and the inconvenience that your
  new laptop is having issues with the display.  I am also seeing that you have been in contact with the
  eShop department and as of today 4.24.23 they have escalated this issue to see how they can
  help to resolve this issue.  
  As you are getting assistance from that department at this time I will let them handle you case from here
  but if you feel that in the near future that you need further assistance please reach back out and I will see if there
  is anything other options at that time.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19970164
  
  I am rejecting this response because:

  I am in contact with Asus support since Friday, April 21, 2023, the call was made from 9:20am and they gave me the following Case No.: N230404029444-0001. The next call to support was on Saturday April 22, 2023 and I was told that I should call the online store support which is only available Monday through Friday. On my call yesterday Monday April 24, 2023 I managed to contact the online store support and explain my case for the third time.
  
  I have followed all the steps to try to solve the problem with no positive results, undoubtedly it is due to a problem with the hardware of the laptop. The laptop has no physical damage or loss of accessories, I kept the original box. As for the refusal of reinstatement or refund of the money based on the fact that 30 days have passed, it is not fair to take into account the 8 days it took to deliver the equipment and that it was not in my possession. To be exact, ***** did not receive the package until March 21, 2023 at 5:22pm, 2 days after I made the purchase and my first call to support was on April 21, 2023 at 9:20am. This last explanation as I see that they are very strict with their time frames.
  
  In any case it is unbelievable and unfortunate that a company of this category sells an item and even having manufacturing problems, the customer is responsible and must assume the inconvenience.

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

  Business Response

  Date: 04/28/2023

  Good Afternoon,
  I hope you are doing well today.  I am reaching out to you today regarding your
  rejection to my response.  I apologize for your frustration due to your issues.
  I am seeing that on the 25th you were sent an email from ****************** stating
  that you were approved to send your laptop back to eShop and receive a full
  refund.  At that time she was also going to send a label for you to print off
  and send that unit back.  
  I have checked the tracking number and see that you have already shipped
  the unit in and should be delivered on the 2nd of May.  Thank you for
  your time and patience.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 05/01/2023

  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:04/13/2023

  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.

  Purchased Chromebook from ******* less than 1 year ago. Has 1 year accidental damage protection (dropped laptop and screen damaged). They are not accepting the ******* receipt which has the *** number on it and claim that it has to be registered to provide the coverage. No mention of this on the package or contents. Have escalated this twice and they told me a supervisor would call me back within 48 hours and both times no call. It should have coverage based on their advertised labelling on the box.

  Business Response

  Date: 04/21/2023

  Hello,
  I hope this finds you well.  My name is ***** and I would like to apologize that you had issues with your ADP
  warranty and getting it added to the repairs that you needed for your Notebook.  Thank you for your patience
  while this was looked at and resolved for you.  I am seeing that your unit was fixed under the warranty and that
  is shipped and on it's way back to you at this time.  
  The tracking number thru ***** is 397292599544 and is showing a delivery date of 4/25/23 and direct signature
  is required for this delivery.  If you need any further assistance with this please reach back out to me and I 
  will do what I can to assist you.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 04/27/2023

  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,
  
  Ming Sing Lo

• Initial Complaint

  Date:04/06/2023

  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 in December. It stopped working in April. 4 months. The computer will not turn. I asked the service center for a box and a shipping label; they refused shipping me a box or paying for it but offered a label. Given that their defective device has cost me way more than the computer is worth, I think it's fair to provide a box. Please have them send me a box, as well as a shipping label.

  Business Response

  Date: 04/16/2023

  Good Morning,
  I hope you are doing well today, My name is ************ and I will be
  assisting you today.  I understand your frustration and the inconvenience in your laptop
  not working after just a short time.. I also apologize for the delay in my response to your
  submission regarding the need for a shipping box and label.  
  After looking thru the previous cases I see that there is a ************* and I would be happy 
  to send you a label but unfortunately we don't have boxes available for shipping out so 
  that is not something that we are able to do.  
  We have a few walk in centers that maybe helpful if you are in their area to drop it off.  
  *********************************************************************************************.
  I would like to thank you for your time and patience.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:04/06/2023

  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.

  (1) 02/21/22 - I purchased ASUS CTO A701 5800X/32/1+1/3070 at Micro Center (2) 05/14/22 - The desktop suddenly had a network issue, I contacted the ASUS support team, and they refused it because they said my ASUS product is no longer within the standard ASUS manufacturer warranty period (which is not true) (3) 07/14/22 - They finally admitted that they were wrong and Ive sent the desktop to ASUS. (4) 08/31/22 - Finally received my desktop back and it wasnt fixed at all. (5) 09/08/22 - 2nd Attempt: I sent the desktop back to ASUS to address the issue. (6) 09/26/22 - It returned, it wasnt fixed. It was a network issue and they replaced the **** (7) 10/10/22 - 3rd Attempt: I sent the desktop back to ASUS to address the issue. (8) 11/10/22 - It returned with broken parts and the network issue still wasnt fixed. (9) 11/14/22 - 4th Attempt: I sent the desktop back to ASUS to address the issue. (10) 12/13/22 - ASUS claimed that they didnt receive the desktop. ***** lost it. ASUS filed a claim to *****. (11) 01/26/23 - No updates. Ive reached out to ASUS again to get status updates on the claim. (12) 02/07/23 - ASUS responded and they said they can only provide me a $100.00 check from *****. (13) 02/08/23 - I contacted ***** and they said they already paid ASUS for the replacement in December. (14) 02/10/23 - ASUS suddenly wanted me to send them an invoice and pictures of the product so I can get a replacement for the missing desktop. (15) 02/21/23 - Received the replacement, but the desktop wasnt even able to turn on. (16) 02/21/23 - I sent it back to ASUS. (17) 03/17/23 - The desktop returned with a missing graphic card. (18) 03/17/23 - I reported it to ASUS and they refused to send my graphic card back to me. The case was escalated. (19) 04//2/23 - I reached back to ASUS to get a status and they told me that they accidentally closed my case. (20) 04/06/23 - Today, I received an email from ASUS, telling me, theyre unable to assist further because the graphic card is a 3rd party part and their replacements are the same model replacements with *****************. This company is a total scam. All theyre telling me are lies. All I wanted was to get the fixed desktop back. I patiently waited more than a year and now I have a not operating desktop with a missing graphic card. My time and $2119.99 are gone.

  Business Response

  Date: 04/14/2023

  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.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:04/05/2023

  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 two Asus monitors within the past year and both have broke because of the same hardware issue. Though I am covered under the warranty guarantee, Asus wants to charge me to fix both monitors. This is egregious because the monitors broke at no fault of mine, but also it happened twice. This is enough evidence to justify a product liability suit (I am legally trained in these matters). As a fair compromise, I am willing to receive store credit in exchange for both monitors. With the store credit, I plan to purchase a better-quality monitor. I do not want these monitors as they have clearly demonstrated major flaws. Furthermore, I believe these flaws may be causally related to issues I have been having with my laptop.

  Business Response

  Date: 04/14/2023

  Good Morning,
  My name is ************ and I will be assisting you going forward.  I can understand the frustration
  at the inconvenience of both of your Monitors having cracked screens.  I have researched yours
  cases and I see that you originally sent them in due to lines on the screens.  One of the steps that
  we ask each of our customers before sending in the units is to take a picture before boxing them
  up so there is documentation of what the screens look like prior to shipping.   Do you have those
  pictures?  
  The pictures that I have are from the Repair Facility and it shows that the Monitors have Physical
  damage to the monitors which would not be covered under warranty.  I would like to help resolve
  this issue so if you do have any pictures please forward them to me so that I can determine where 
  we need to go from here.  Thank you for your patience and times.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:04/05/2023

  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 a laptop on Asus.com on October 20, 2022, it cost $2,000. After 6 months of use the laptop one day decided not to turn on. I called the Asus company requesting a refund of my money, they indicate that they do not refund money, nor replace the laptop, nor do they recover the information from my master's studies, which is extremely important to me, Asus can only offer a repair of the laptop. This offer does not interest me because it is the second laptop that I have bought in 2 consecutive years from the Asus company, the first laptop started having problems after 3 months of use, I sent it for repair but its performance is not the same. Asus is not responsible for the durability and quality of the product. I am not satisfied with Asus products and I feel cheated Asus Laptop Model M6501R I told Asus that I have been extremely careful with the laptop, I have never hit it accidentally, it has no marks or scratches, I only use it for the purpose of studying my BIM Manager master's degree and my architecture projects

  Business Response

  Date: 04/13/2023

  Good afternoon,
  My name is ************ and I will be helping you going forward, please direct any responses to me as I will have the
  most updated information going forward regarding your case.  I would like to apologize for the frustration and
  inconvenience that you have had due to the fact that after 6 months your computer stopped working.  This is 
  not something that we find acceptable, but would like to have our technicians look at and find out what the
  explanation is for this problem you are having.
  I am seeing that your warranty is good until 10/27/2023 so with it being in warranty we would be able to look at
  it and fix it as long as there is no physical damage.  I know that you stated that you didn't want to send in your 
  unit so I am sending you a link to troubleshooting steps and if these don't help you then all we can do is
  send you a RMA for a technician to look at your Notebook.
  [Notebook] Troubleshooting - Notebook cannot power on and shows black screen
  *********************************************************
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19899444
  
  I am rejecting this response because:
  
  I do not want to send the laptop for warranty repair since Asus does not guarantee to keep the data inside the equipment, all the information from my Master is there and it is extremely important to me.  Obviously Asus products are not reliable because 2 years in a row, 2 laptops I have bought and both had problems in the first months of use.  I consider it a mockery of my person as a customer, to buy an ******************** laptop for $2000, that customer ********************** escalated my case and the answer was to repair the laptop with no guarantee of saving the information.  My request was clear from the beginning I want a refund of the equipment in view of all the difficulties I have had with Asus laptops.  There is no durability of the products and their brand.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/20/2023

  Good Afternoon,
  I hope this finds you well today. I understand that you are hesitant in sending your unit in for repair. You need to make sure that you are 
  taking a thumb drive and copy all your information on that before even sending it to us.  That is one of the disclaimers that we send when
  we are doing repairs. 
  Per the ASUS warranty you will need to send it in for Repairs we don't do refunds.  So unfortunately the only option that we have
  available is to have you back up all your data so that you don't lose it.  Thank you for your time and patience.
  
  
  ************
  **************************************************

• Initial Complaint

  Date:04/03/2023

  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.

  This has by far the worst customer ********************** I've received from ASUS and Best Buy. I purchased an ******* laptop top for my personal use. I am the President of an IT company int *****. We mainly serve the legal and medical field where PI is highly protected. I've always had an tech come to our place, we've never been told that we were out of luck because Best Buy handled the repair. The main part is, we can't have our laptops with data be handled buy Best Buy geeks. It would be a HIPAA violation. We were denied service on a laptop that is DOA. ******* down the drain. Best Busy didn't own up to it and asus wouldn't make it write. Countless times weve purchased the premier support. We were told we couldn't even do that.ASUS, we push your products to our clients because I whole hearty felt you guys were the best, I will not be advocate of yours any further. **** dollar laptop that is useless after 6 month.

  Business Response

  Date: 04/11/2023

  Good Evening,

  
  I hope this finds you well today.  I can understand your frustration and the inconvenience that you are going thru
  with the issues you are having with your notebook, and I will be happy to assist you going forward.  Please make sure
  to respond directly to me as I will have the most up to date information.  In your complaint I see that you say that you 
  have only had this laptop for 6 month's is that right?  If that is correct can you please verify the SN for me because the 
  information that I have under that case states that you just ran out of your warranty last month.
  
  
  I see that you have contacted our call center in the beginning of March prior to your warranty expiring regarding your
  laptop having warping issues along with some hinge stability issues.  If these are the same issues that you are still having
  I would be happy to have you send that unit in for repair as a courtesy at no cost to you. 
  
  
  For the issues of you working with personal information that is highly protected under the ***** compliance you would 
  have to download all your information to a thumb drive to back up your data and factory reset your unit.  At that time
  we could set up a Return Merchandise Authorization (RMA) for you so that we can repair your unit.  Again as a courtesy
  this will be at no cost to you.  If you would like to proceed please reach back out to me and I will set this up and send
  you a prepaid label.

  
  Have a great day!
  ***** S
  **************************************************

• Initial Complaint

  Date:03/31/2023

  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.

  My Asus motherboard *** ports broke randomly. I was just gaming and a over current condition stated by windows happened. So I RMA the board for *** ports not working properly. Sent in the paperwork with my motherboard stating *** ports not working. After Asus gets the motherboard I receive a email stating the motherboard has "physical damage" that i didnt even know exist. They send me this photo. I couldnt even tell by the photo what damage they were stating. So i receiver a invoice for a new motherboard stating the motherboard has physical damage. Im puzzled as i sent the motherboard for broken *** ports and there now denying my warrenty claim because of physical damage? I send several email and a PDF stating that the I cant even tell what the damage is, and that even if it was some type of damage that it has nothing to do with the *** 3.0 Ports not working properly. They wouldnt even acknowledge the whole reason I sent the motherboard to begin with and would just repeat the physical damage and that I needed to pay for a whole new motherboard. So I asked for the motherboard to be returned because I didn't want to pay for a whole new motherboard. I get the motherboard today and was able to inspect the "damage" and it was a tiny little chipped plastic piece about the size of a 1/3 of a grain of rice. It was so tiny that if you didn't know what to look for it would of been overlooked and I never even noticed it. not only was it not noticeable, but it also doesn't even affect the operation of the part that it's attached to. So basically, ** being denied my warranty claim because of a litterly tiny the third of a grain of ***************** in plastic which ends up only being cosmetic damage that no one would even know was there unless you knew what that piece looked like beforehand which ends up being completely unrelated to the actual defect the motherboard has and was RMA for and ASUS not even acknowledging the actual defect and redirecting the actual problem to a false one.

  Business Response

  Date: 04/04/2023

  Good Afternoon,
  I hope you are doing well today.  I understand the frustration that you are having at this time due to your Motherboard having *** port issues and it will be
  my pleasure to assist you going forward.  I have looked thru your case and your RMA and see your were having issues with over current conditions when gaming.  
  There are some steps that you can follow if this issue happens, I have included it even though we know what is causing the issue at this time.
  
  If you're seeing the **** overcurrent port" error message on your computer, it's likely that one of the *** ports on your motherboard has a malfunctioning power supply or short circuit. Here are some steps you can take to troubleshoot and fix the issue:

       -Unplug all *** devices: First, unplug all *** devices from your computer, including your mouse, keyboard, printer, and any other peripherals. This will help you isolate the problematic *** port.

      -Check the *** ports: Look closely at each *** port on your motherboard to see if any of them have bent pins, debris, or other visible damage. If you find a damaged port, you may need to replace the motherboard or have it repaired by a professional.

      -Reset **** settings: Sometimes, resetting the **** settings to their default values can help resolve *** port issues. To do this, restart your computer and press the key to enter the **** setup utility. Look for an option to "load default settings" or "reset to default," and follow the prompts to complete the reset.

       -Update drivers: It's possible that outdated or incorrect *** drivers could be causing the issue. Check your motherboard manufacturer's website for the latest drivers and install them if necessary.

       -Disable *** power management: In some cases, power management settings can cause *** ports to malfunction. To disable *** power management, go to Device Manager, expand the "Universal Serial Bus controllers" section, right-click each *** Root Hub and select Properties, then click on the **************** tab and uncheck the "Allow the computer to turn off this device to save power" option.

       -Test with a different *** device: Try connecting a different *** device to the port that was causing the overcurrent error. If the device works properly, the issue may have been with the original device rather than the *** port.

        -Replace the motherboard: If none of the above steps resolve the issue, it's possible that the *** port is irreparably damaged and needs to be replaced. In this case, you may need to replace the entire motherboard 

  So unfortunately with your PCI_EX Slot having this damage, you are having this issue because the connection is not secure to anything that is in the slot and it will throw those errors.  These type of damages happen when installing or removing ***'s, cables, the MB from the computer, there are many reason it could have broken. 
  At this time I can offer you a 30% discount on your quote if you would like to send your MB back and I will send you a prepaid label so that you can return it.  If this is the way that you would like to proceed please let me know and I will get this process started.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 04/05/2023

  I am rejecting this response because:

   I never complained or RMAed my motherboard for pci-express nor did you do any testing on the pci-express port. You cant deny my warrenty on my motherboard for something unrelated to the issue. And you wont be able to prove that a tiny cosmetic chip (Which doesnt effect the pci-express port it works fine) and the retainer that the cosmetic plastic chip is connected to still functions and still properly retains the video card somehow effects the *** port. You did absolutely no diagnosing of the motherboard when you received it, the technician saw the tiny chip to try to deny the warranty and didnt do any further diagnostics on the board. So whatever your saying about the ****express port doesnt even matter because you have no factual data or diagnostics on it. All of your recommedations for repair I did with the online agent to remedy before I RMAd it.

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

  Business Response

  Date: 04/11/2023

  Good Afternoon,
  Thank you for your response and your feedback and I apologize that you feel that the ****express port doesn't have 
  anything to do with the issues that you are having.  I am just letting you know what the repair technicians have indicated as 
  to why you were getting the errors in the first place.  Due to the that we can offer you a 35% discount on repair for your
  Mother board and I will send you a prepaid label if you are interested in sending it back in. Please let me know how you 
  would like to proceed. 
  
  Thank you for your time and patience.
  
  
  ***** S
  **************************************************
  
  

  Customer Answer

  Date: 04/12/2023

  Complaint: 19881818
  
  I am rejecting this response because:
  
  The technicians aren't indicating anything. They never performed any diagnostics. That IS WHAT YOU'RE SAYING. You never even seen my motherboard, Your not a technician, your just inputting your opinion.  You state that " If any damage is found on the item that the warrenty will be voided" in the *** process and thats what you trying to deny it even though you know its illegal to deny my warranty for un-related issues. So now your trying to make a tiny cosmetic damage somehow become the issue all the way the *** port damage.  I have the motherboard and tested the ****Express port, and it works fine.  So even by your own "TECHNICIONS INFO***TION" Its wrong. OH WAIT if your had actually DIAGNOSED the motherboard your "TECHNICIONS" would of known that but they didnt. They saw the tiny amount of damage (that any normal person would even know was there unless they were looking for it) and denied my warranty. Your denying my warranty to unrelated issues.
  

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

   

• Initial Complaint

  Date:03/30/2023

  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 a computer for my son that started giving problem after 6 months or so, this was explained in complaint #********, I was out of town and wasn't able to reply to the answer the business provided. The following is the description of the problem:When still under warranty, it would go in sleep and never wake up and it had to be rebooted resulting in loss of data and work, so it was sent for repair (when still under warranty), they instead changed the screen, which obviously didn't fix the problem, so after some time, it was sent back and it worked for some time and then died all of a sudden.Now you can understand that my son who is a university student needed this computer and had many days without computer because it was acting up, and send it twice for repairs wasted a lot of time and also the time under warranty, the business says that the warranty period is over, but they wasted that time in wrong fixes and it was sent again to be fixed and then finally when it worked for few days, after that, it died completely and is not even turning on, so what is the use of computer that is a dead weight, if there was a work around then I would have accepted anything less, but just saying that it is out of warranty and not providing a resolution is not resolving the issue, I don't trust this laptop anymore, nor do I trust their technical staff, who couldn't fix a computer that had to be sent twice (when still under warranty).I feel that it is extremely unfair to a consumer to spend a lot of money for a product and get this type of answer, and it seems that I have been penalized for the mistakes that were committed by their technical staff. I either would like a refund for the product or a new one for the same amount, because fixing the same computer would not give me he level of confidence in this laptop, it might need fixing again and I would get the same answer then.I hope I would be heard this time.Thanks *******

  Business Response

  Date: 04/03/2023

  Good Afternoon,
  I understand your frustration that you are having with your son's laptop still not working and I am sorry that you are still experiencing this.  
  I am also seeing that you were wanting to send it back in after the last RMA in January but you went out of town.  When we contacted out 
  ******** Team they asked us to have you send back your unit so that they could diagnoses what is wrong with this laptop due to the fact 
  that what they have fixed isn't working. 

  
  I have escalated your request for a replacement to our ******** team and will let you know when I hear something back from them.  
  But at this time I can start another RMA to have you send in the Laptop so that you can have them diagnose it again and see what is wrong 
  and see what they say it is needing at this time.  Please let me know how you would like to proceed.
  

  Thank you

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

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

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19874334
  
  I am rejecting this response because: The ******** team is not even considering replacement or refund, not even fixing it for free with some warranty(which is the least favorite option for me, because I don't trust this laptop any more). You are asking me to send this for them to diagnose and they are asking me for fee to fix it, so it is not a resolution, the only resolution acceptable is that this computer is not reliable because after two trips to the support it is still having problems, so either replace or refund the money or give me voucher so that I can buy something online, by the way I am in in US now and I can buy here as well.

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

  Business Response

  Date: 04/10/2023

  Good Afternoon,
  Thank you for responding and I appreciate your feedback.
  I understand your frustration regarding this situation as we have not been able to address the issues at hand.  I have
  reached out for further assistance and was once again it has been requested that I send you a label to have your unit sent back in
  so that the Technical Support Manager can look at your unit and see what is happening with it.  Without the unit we are
  unable to proceed with any steps to rectify this issue for you. 
  
  
  Thank you
  ***** S
  **************************************************

  Customer Answer

  Date: 08/15/2023

  I am rejecting this response because, you have sent my case to ASUS ****** many times and it has been 5-6 months now that we go back and forth and all they are asking me to send the computer back to them and they are not promising it to fix it for free and give any warranty after that, they are the same people who fixed it twice and still didn't figure out what was wrong with the laptop. Both the time I sent the laptop, it was under warranty, the first time they said they fixed it but the problem was still there, they took months to do that, then again they spent a long time fixing the laptop and in the meantime the warranty expired, and it worked for a while and then died, and that is when I approached them and their answer is that they can't fix for free, and I will have to pay for the cost of repairs, this is not fair and I don't even want the same laptop to be fixed, I don't trust this laptop anymore nor do i trust the technical people in ASUS ******, I either want a refund or a new laptop of the same value, this laptop was only 5-6 months old when it started giving problems, if you send the case back to ASUS ******, they will play the same game as they have so far, I have since moved to ********* want the ASUS *** to resolve this problem, or just clearly say that they will not resolve this issue, how many BBB complaints do I have to file for this to be resolved, I have talked to many people in ******, they don't answer for months and they keep on shifting this to other people and the final answer I get is the same to send them the laptop and that they will not fix for free nor would they give any warranty, I want a new computer or a refund and nothing less. Please look at the attached pdf to see how many complaints have been made and what are the responses that I got from them, I am now tired of it and want it resolved or a final answer, ASUS should stop this game so that I get tired and stop complaining, if you really want this to be resolved, it needs to be done now.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/18/2023

  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.
  Thank you
  ************
  **************************************************