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:03/08/2023

  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 product was purchased from a distributor (Newegg) but the complaint is because I feel Asus isn't honoring the 3 year warranty.I purchased the Asus X670e Crosshair extreme motherboard for $999.99 plus tax on 11-8-22 It took about a week to get the delivery. Right out of the gate I was having issues with the ram. The computer wouldn't consistently boot and then when it did, it would crash all the time. I talked to Asus customer support and they said that I would need to *** the board but they didn't have anything in stock for a replacement. I decided to wait because I used this for work and I didn't have money to get a replacement while this was shipped in etc.Come February, the board finally wont boot. The system is dead. I send it into Asus and order temporary parts. They said to send it in and its covered by the warrant. They finally receive it and say that there is customer induced damage on the ram slots and that I have to pay $138 to get it fixed and that it wasn't covered by the warranty. Due to the fact that all of the bad reviews are about the bad ram slots, I know that I didn't cause this issue. I sent this in on February 16th and it is still an issue. I had to spend an additional $750 for temporary replacement parts. I feel I am being taken advantage of and that there is nothing that I can do. Attached is the purchase receipt. Here is the *** and Case # with ASUS. *** No: USPCR22609 Serial Number: ***************

  Business Response

  Date: 03/13/2023

  Good Afternoon,
  I hope this finds you well.  I do apologize that you have had issues with your Motherboard 
  not booting and having ram slot issues.  After researching your cases I am seeing that
  your RMA quote will be waived as a one time courtesy. A replacement product of the same 
  model should be shipped to you within the next **** business days once its allocated. 
  When the product is ready to be shipped you will be notified via email with tracking details.
  
  I can understand your frustration and inconvenience due this process.  Thank you for your
  patience while we find the replacement model and ship it to you.
  
  
  Sincerely,
  ************
  **************************************************
  

• Initial Complaint

  Date:03/03/2023

  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.

  My laptop regularly has a problem where a Windows 11 update will make the Wi-Fi driver not work. I lose all Bluetooth, Wi-Fi, and ultimately internet. I had to purchase a Wi-Fi USB adapter just so I could use my laptop. I often wait days or weeks for either Asus or Windows to release another update that will make it work again. I called Asus customer support. They took me through multiple steps to try and fix the Wi-Fi. It was apparent from the troubleshooting that the driver was not functioning correctly with the operating system. I asked to escalate to higher tier technical support. I received three total emails from Asus support. I responded to all three. At no point did Asus actually read and respond to any of -my- emails. They just sent unrelated emails back to me. The third email I received stated that my issue had been resolved. I couldn't believe it! My laptop was still not functioning correctly. I called customer ********************** and asked to speak with a supervisor. The supervisor said that yet again I would have to wait ***** hours for a higher tier to respond. When I insisted on escalating again the supervisor told me there was nobody above him. Reminding him that he wasn't the *** didn't work. The supervisor refused to escalate me to anybody else. My Wi-Fi still doesn't work and I'm still waiting for a driver update to fix it; yet, I can't tell the right people at Asus that this is what the problem is so they can fix it. Searching through web forums, I've found others with the same laptop having the exact same problem. I'm very, very disappointed in Asus customer and technical support.

  Business Response

  Date: 03/13/2023

  Good Afternoon,
  I apologize that you have been having issues with your Notebook with Window updates
  and Wi-Fi drivers not working.  I see that you are working with our CEO and Technical
  Manager Support team should be reaching out to you to help resolve this issue.  
  Please reach out to me if there is anything that I can continue to assist you with.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new whitw ****ti. In Spring of 2022, the rgb lights started to fail so I rmaed my card June 13, 2022 (USPCN61889). About a month or so later I received the card back and it worked fine until November when the rbg lights on the fans stopped working for all but half of the last fan on the right. I rmaed the card again (USPCNB2021) On November 13, 2022. I received an e-mail on December 19, 2022 stating the ** of the unit received was not the same ** of the device the rma was issued for. This was a red flag. They did not return my original card and did not say they replaced the *** nor did return paper say repairs were made. They issued a new USPCN2960 on December 22, 2022 and sent me a card with ** KBYVCMKK009LSP7. Card has the same issue. I once more called customer ********************** and complained about the constant issue/**s each time I sent my card in for repair. Another rma was issued January 19, 2023 RMA# USPCR13130 with case number N22120206201-0004 from ************************** received another case number randomly via e-mail from *********************** P N2212020621-0005 and yet another case number on January 25, 2023 N2212020621-0006 from ************************ a free shipping label. Received e-mail on Feb 16, 2023 again saying the ** received didnt match what was on the **** I still have every e-mail sent from ASUS showing the paper trail of these serial number changes. The person listed on this e-mail is ****************called customer support on Feb 17 and asked why the **s keep changing. Received e-mail from ************** who said units have not been replaced since the serial number was not replaced. Which is a boldface lie. ASUS own e-mails show different serial numbers. February 18, 2023, received e-mail from ****** S saying the discrepancy between the serial numbers was resolved.Feb 22, 2023 again received the same card with a swapped serial number. I have about 6 different rma numbers, 5 different serial numbers, and 7 case numbers which have all gotten me nowhere.

  Business Response

  Date: 03/11/2023

  Good Evening,
  I understand your frustration and the inconvenience of the 
  multiple RMA issues that you have been having.  I see that you
  have accepted a replacement and that we are working on get
  this unit sent out to you as soon as possible. If you have any
  further questions or concerns please feel free to reach out as
  soon as possible.
  Sincerely,
  ************
  ************************************************** 

  Customer Answer

  Date: 03/12/2023

  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. Hopefully replacement unit will be dispatched soon.
  
  Sincerely,
  
  ********

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint as I live in ****** and I cant contact ASUS phone support without being charged. My graphics card is having issues with stuttering and I have tried every troubleshooting fix but it didnt work. I was wondering if I can get an advanced replacement as I cant send the card for repair since I need it.

  Business Response

  Date: 03/11/2023

  Good Evening,
  I apologize that you are having issues with your graphic card.  I would like
  to help you resolve your issue, but we will unfortunately need to have you
  send it in so that we can see what the issue could be.  I am seeing that your
  unit is under warranty until 1/10/24 and as long as there is no physical damage
  to your unit this should be covered.  I understand the need to get this resolved
  soon.  Please let me know how you would like to proceed.
  Thank you
  ***** S
  **************************************************

• Initial Complaint

  Date:03/01/2023

  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 contacted Asus and let them know that the tab that holds in my graphics card had broken off. They told me to send it in under warranty. I sent it in with an advanced replacement agreement and got a refurbished board. The refurbished board I got had a broken part as well. After they had my board for a while they charged me 250 dollars because it wasn't covered under warranty. So they lied to me about it being covered and then charged me for a broken board.

  Business Response

  Date: 03/09/2023

  Good Afternoon,
  I hope you are doing well,  I see that you have been working with the Call Center.
  I also am showing that we can offer you a New In Box replacement as a one time courtesy
  for the issues that you have been going thru.  I will be more than happy to start this process
  for you to get this Advanced Replacement with a CC hold. The hold will be refunded once the
  defective motherboard is returned.
  I apologize that you have been going thru issues with your motherboard.  Please
  let us know how you would like to proceed.  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:03/01/2023

  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 my Chromebook flip on april 18th 2021 and as of today the laptop wont turn on and there's a message that says "Chrome Os is missing or deleted". I went to a local tech that told me my 800$ computer was good for the trash after not even 2 years of really light use.. I just cant wrap my head around the fact that a global compagny as Asus can escape this huge flaws.

  Business Response

  Date: 03/09/2023

  Good Afternoon,
  I can understand your frustration and the inconvenience that you have had with your laptop at this time.
  I can see that we are working on your RMA and that we are in the Final testing stage.  Once Final testing
  is done your unit will be shipped out with in 5 business days.  
  I apologize for the delay in the repair in your unit and thank you for your patience.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:02/28/2023

  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.

  Just 32 days after I received my laptop I opened it and received a blue screen saying it had to do self diagnosis and then it goes right back to that same screen. The laptop has been safely on my desk the whole time I owned it.When I called ASUS they said I had to send it back for repair and refused to replace it.It has been about 2 weeks and I just received an email saying repairs are being delayed. Whenever I reach out to them, they refuse to do anything further and just keep saying "they are sorry for the inconveniences"I only had the laptop for about a month and now I do not know when I will get it back or if this will keep happening.

  Business Response

  Date: 03/08/2023

  Good Evening,
  I hope this finds you well, I apologize for the frustration and
  the inconvenience that you have had with your new laptop.  I
  am seeing that your unit was sent back to you today 3/8/2023
  with the following tracking number # 395513210605 with an
  estimated delivery date of 3/14/2023.  
  I am seeing that they did find a bad SSD card which they removed
  and will be sending back to you.  They also had to replace the
  Motherboard due to this.  Please let us know if you need any
  further assistance.
  Thank you
  ************
  **************************************************

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ASUS PRODUCT REPORT ASUS BY WAY OF AMAZON I had a problem with my ethernet connection on my ASUS PB60G.I contacted Asus. Asus told me to contact Microsoft.I knew the problem wasn't my OS. But, it never hurts to try everything. First I contacted my GATEWAY internet provider. By way of them, I was able to try a different computer. It worked on a different computer. Then, I had to try microsoft.Microsoft wasted an hour trying to figure the problem. They couldn't help either. I finally figured to get an adapter. I chose ASUS because of their claim that it upgrades the transmission speed by 2.5x.I contacted both Amazon and Asus to notify them to make sure I received a working device.When the device got here, it worked. but it didn't upgrade the speed. I contacted Amazon, they told me I could waste more time returning the device for a refund. Now, both companies; Amazon and Asus are in violation.I spoke to ****** then **** (the supervisor).**** tried to give me a fraudulent antidote for a disclaimer...I want to keep the product and I want my money back!

  Business Response

  Date: 03/03/2023

  Good Morning,

  
  I understand the frustration and inconvenience that you have gone thru up to this point.
  I also understand that you don't want any further communication so I would like to 
  provide you with this troubleshooting information that will resolve your issue since
  we have isolated the issue from the prior troubleshooting that you have done.  I would
  like to state that if you finish up the next few items it will resolve your issues with your
  ethernet connection.
  I did see in the previous communications that you were advised to back up your data
  and do a factory reset.  This is needed so that it will resolve whatever is causing the
  failed connection.  Once you do that you will be able to go through and update all 
  the drivers off the website for your model and then restart your computer.  At that time
  everything should work properly.  
  I also noted that you stated you needed directions on how to back up your data.  I have
  the following link that you can use to help you with this.
  *********************************************************
  
  [Windows 11/10] How to reset the ** and keep my personal files
  
  
  Thank you for your patience and if you need any further assistance please reach out and let me know.
  Sincerely,
  ***** S
  **************************************************

• Initial Complaint

  Date:02/22/2023

  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 have an ASUS RT-AC52U router. It's firmware is 3.0.0.4.380_8284. ASUS's website says there is an updated version of the firmware.When I log into the router, it says, "The router cannot connect to ASUS server to check for the firmware update. After reconnecting to the Internet, go back to this page and click Check to check for the latest firmware updates."Further, it shows there have been no firmware updates since 2019. That leaves the router vulnerable to attack. It's a serious security risk. ASUS needs to send a router they're still making security updates for.S/n: FAIANY000340

  Business Response

  Date: 03/02/2023

  Good Morning,

  
  I hope you are doing well. I understand that your ASUS RT-AC52U with SN FAIANY000340
  is currently showing that the last updated firmware is from 2019. We are sorry that you have 
  experienced this issue.  It's my pleasure to assist you! 

  
  After reviewing your serial number, we notice that your device is a bit older with a few
  hours of operation under its belt. ASUS manufactures our products to last, and typically
  function significantly beyond normal life expectancy. Even with the importance we place
  on quality, at the end of the day our units are very complex technical products, which can
  sometimes malfunction after a certain amount of time. 

  
  Unfortunately due to the age of this unit, we are unable to offer repairs or further updates
  that are economically reasonable for you within our repair service.  We are unable to offer
  replacements also due to your unit being out of warranty since 2017. This unit is not a security 
  risk due to this is the most updated information for this unit. We apologize for any
  inconvenience this may cause.
  
  
  Sincerely,
  ************
  cl-bbb@asus

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19448255
  
  I am rejecting this response because: ASUS doesn't seem to understand the issue.  There was no "malfunction."  ASUS is simply not providing security updates for the device any longer, which is scary.  ASUS needs to send a router in which it is still providing updates for. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/08/2023

  Good Evening
  
  
  Unfortunately due to the age of this unit, we are unable to offer further updates
  that are economically reasonable for you.  We are unable to offer
  replacements also due to your unit being out of warranty since 2017. This unit is not a security 
  risk due to this is the most updated information for this unit. We apologize for any
  inconvenience this may cause.
  
  
  Sincerely,
  ************
  cl-bbb@asus

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19448255
  
  I am rejecting this response because:What is the tracking number of the replacement router?
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/20/2023

  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 bought a ASUS notebook ** costed $3179 (now the market price is about $2000) on 06/26/2021 and it doesnot work since 12/2022, I am a MSU student and bought this ** for my study, but its quality is very poor, it has a very loud fan and over heating very fast then caused the ** turn on and off by itself very often. Because I rely on it for my classes so I am very carefully using it, but it stopped to work in 12/2022.I expecting this expensive ** have a higher quality matches its price and has a long life to satisfy my college study time. But it's a very poor quality ** which made trouble to my study.I request ASUS to refund my full amount money so I can buy a NEW ** asap.Serial Number: ***************, Model Number: ****** I bought from Micro Center in *************** **, they have my ref#: 055P9649206 Please help me ASAP. I relaying on my ** for my study.

  Business Response

  Date: 02/28/2023

  Good Evening,
  I apologize that you are having issues with your notebook, After researching your cases I am seeing
  that your case has been escalated to and taken over by our *********************** team, please 
  respond directly to their emails that are sent via ACI-*************************************** Any contact through 
  different channels may delay a response as we are required to pass your case back to the team that is 
  handling it.
  
  
  
  
  Thank you
  ************
  **************************************************
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19436981
  
  I am rejecting this response because: I am not satisfied with the propose from ASUS of repairing the *** it has wasted 2 months of my time and giving me difficulties to my study, work and daily life, and *******. from ASUS is very tricky doing ***** bargaining, has no sincerity nor good faith in taking care of ASUS customer, or resolve the issue in an honest sincere way, that has made me lost trust to this company. I request full amount money $3179 to be refunded asap.
  
  Sincerely,
  
  **************

  Business Response

  Date: 03/08/2023

  Good Evening,
  I am seeing that you are working with ************** from out *********************** Team. 
  Due to your case being taken over by our *********************** team, please 
  respond directly to their emails that are sent via ACI-*************************************** Any contact through 
  different channels may delay a response as we are required to pass your case back to the team that is 
  handling it.
  
  
  
  Thank you
  ************
  **************************************************

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19436981
  
  I am rejecting this response because: The ASUS Corp team ****** D is looking for a replacement, and said not a NEW-in-BOX pc for replacement but a refurbished one. I have requested to change a Person yo resolve this problem. I originally and until now is requesting ASUS to refund my full amount of money I paid for this PC, $3179.

  I am not willing to accept ******'s offer and requested ASUS to change a person to contact me to resolve this issue, but she keep email me. I have been dealing with her over 2 months, I am not going to wait anymore. Please let your team ***** contact me asap, and I only accept my full amount of money as the solution. today is 03/09/2023
  
  Sincerely,
  
  **************