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:02/16/2023

  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 made my first order on February 3 and it got canceled immediately. At first, I thought it was because of the card, then I made several different orders with different payment method, and they all got canceled. I was told several times that I filled in a invalid billing address or shipping address, and what I suggested to do was just keep trying to make a new order and wait for response of their support team. However, their responses were extremely slow, it could take a day to reply to my email. After I made 6 orders that got canceled, I choose to buy the product in a different place and the money that I used to make the first order was still on pending. It's been 16 days; I just want them to process the refund as quick as possible because it's really urgent.

  Business Response

  Date: 02/24/2023

  Good Morning,

  
  I can understand your frustration and the inconvenience that
  you are having at this time regarding the cancelled online orders. 
  I am will be happy to assist you today.
  
  With regard to your inquiry, at the time that you submitted your store.asus.com/us order, 
  we request that your financial institution create an authorization hold on your account. 
  This means that we have not actually charged your account so you are not responsible to pay anything. 
  Only once we successfully ship your order will we collect payment from your credit card. 
  Given that your order was canceled prior to shipment, the authorization hold will naturally reverse within 
  2-3 business days depending on your financial institution. We recommend reaching out to your bank 
  again as the authorization hold will naturally reverse within 2-3 business days depending on your bank. 
  We apologize for any inconvenience this may have caused.
  
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:02/10/2023

  Type:Delivery 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 made an online order for a new laptop (Order #***********) on 8 Feb 2023 shortly after it was released. Two days later, with no update on the order status, I sent an email to ASUS customer support asking if there was any kind of estimated ship date, as I am deploying in a few weeks and hoping to get it before I depart. Within a couple hours, I got a new email that the order was now canceled. Obviously by this point, all the stores had sold out of the model in question. I spoke with customer ********************** who simply told me to put in a new order (again, which I was unable to do since it was sold out). Looking to get the order turned back on and delivered before the end of the month when I deploy.

  Business Response

  Date: 02/23/2023

  Good Afternoon,
  I apologize for the delay in response.  I have reached out to the eShop to see what
  I could do to help resolve your issue with your order.  Unfortunately your order was
  cancelled due to a fraud risk. So we were unable to complete it at that time.  As for
  send out the laptop, the G834JY is completely sold out and we have no more units
  available or incoming for months.  I understand your frustration for this inconvenience
  and I apologize that I was unable to help you resolve you issue at this time.
  Sincerely,
  ************
  ************************************************** 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19383723
  
  I am rejecting this response because:

    Looking for expounding information on what constituted a fraud risk. The order was canceled suspiciously quickly after I emailed to ask the status of the order as it had been sitting for over 48 hours.  There was no notification from my bank that there was any suspicious activity and there was no attempt by ASUS to verify my information before cancelling the order.  The fact that the laptop is still out of stock is the core source of my frustration with this issue - by incorrectly canceling the order, it removed my ability to purchase the laptop in a timely manner before a deployment, and forced me to order a different one with costly expedited shipping.

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

  Business Response

  Date: 03/02/2023

  Good Morning,

  
  I apologize for the frustration and the inconvenience that you are having
  at this time with the cancellation of your order.  We carefully evaluate
  new accounts to minimize fraudulent orders.  Order verifications are done by
  the following:
  Contact method: Phone or CC 3rd [for CC 3rd CSS will call customer and ask for issuing bank
  number and do the 3 way calling] verify the information below,
  a. Customer Name
  b. Shipping address
  c. Billing address
  d. Last 4 digits customer used on the purchase
  e. Item he/she purchased on ASUS Store
  If customer is not able to be reached on the phone call attempt we will cancel the order after 3
  business days
  These are what are considered fraudulent "risks" if we aren't able to do or complete the verification process.

  
  Thank you for your time and patience.
  ************
  **************************************************

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19383723
  
  I am rejecting this response because:

   

  No phone contact was attempted. The order was canceled without any verification. That is the crux of my issue.

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

  Business Response

  Date: 03/08/2023

  Good Evening,
  I apologize that you have been going thru this unfortunate situation.
  As the order was done in the eShop department I can only give you
  the information that I received from them which was that the
  order was cancelled due to verification issues.  I don't have the
  exact steps that were taken at the time.  I am sorry for your frustration
  and the inconvenience that you have had due to this.  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19383723
  
  I am rejecting this response because:

    Response simply claims they cant get information from another department within the same company.

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

• Initial Complaint

  Date:02/08/2023

  Type:Order 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.

  Had a simple issue of one keyboard key not working properly reached out to the customer ********************** got an rma to send this to be repaired. When the *** was approved got 2 emails at the same time one from ***** with a prepaid label and one from Asus whose email states as follows:----------------------------Dear Valued Customer, The following ************************ has been issued to have your product serviced. Attached youll find your *** Instructions and Checklist. Please review the documentation carefully before sending your product in for service. If your units warranty doesnt cover two-way shipping and you would like to save some time and money, you can purchase a shipping label from ASUS with our negotiated rates through here[Link]. If your units warranty does cover two-way shipping, you should receive a separate email from ***** for your pre-paid shipping label (Ground service). However, if you prefer to faster shipping service, you can still click here[Link] to purchase the upgraded service shipping label (3 days, 2 days, or even 1 day delivery). Want to receive the repaired unit back faster? Sure thing! Please click here[Link] to purchase expedited shipping. Please note that expedited shipping does not expedite the processing time needed to process your *** request. If you have any questions please feel free to contact us. Best Regards Notice there are three links in the email the first for if the shipping is not included with the rma for be to buy which doesn't apply to this case then the second for 2 way shipping and the third is to expedite receiving the laptop back I used the second and paid ***** for the 1 day shipping and got a message to expect another label. That didn't happen called multiple times and via ******* and was encountered with rude customer ********************** who hang up on me. Still can't send my laptop to be fixed and no answer for 3 weeks already!!

  Business Response

  Date: 02/17/2023

  Good afternoon,

  
  I understand your frustration and the inconvenience that you went thru attempting to
  get a label sent to you so that you could send in your unit for repair.  I also want to 
  apologize for the rude customer ********************** that you encountered and for them hanging up
  on you.  If you would like to provide me with further information on those specific dates
  I would be happy to research these correspondences.  
  I see that we have received your Notebook in the repair facility yesterday 2/16/23
  and the process takes **** business days and weekends and holidays are not included
   in this time, we are closed on Monday due to the holiday.   I will be happy to follow up with
  
  you in 24 to 48 business days with a update.  
  
  
  Sincerely
  ************
  **************************************************

  
  

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19367431
  
  I am rejecting this response because:

   

  thank you for the long due response 

   

  it is true what you said but only after another desperate attempt with customer ********************** and being lucky I got to a great guy in customer ********************** who initiated a new rma and achieved what was supposed to by supplying the label for overnight with promise to do the same for the return. This is only after I gave up on receiving any response here and from ******* who left me for weeks with no response. Now I also noticed it took 96 hours not just 48 hours to register that it was received but a positive note that it moved to repair. Now for what I considered as a desired outcome I got the first to send overnight promised and yet to see for overnight to send back which means if the promise was kept would not ask for a refund since that was what I asked for in the first place and paid for but if this was done from the very beginning I would have my laptop back by now which clearly isnt. Which leaves the last part unfulfilled which is compensation for the lost time. Please follow up on how this can be remedied 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/24/2023

  Good Afternoon,

  
  I hope you are doing well, I am seeing that your notebook was repaired
  and sent back to you on the 22nd and that you have received it and was
  signed for by *************** yesterday 2/23/23 at 3:17pm EST.  
  I am glad that we were able to find the issue and resolve it for you and thank
  you for choosing ASUS.
  
  
  ***** S
  **************************************************

  
  

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:

  I don't know if you have helped in any way in the back end or not If yes  then thank you though I would have been better communicating that with me but I finally got it back fixed so all is good. The only thing I hoped for is that if the process did not take that long to send the correct label in the first place it should not have taken that long 

   

  Thank you

  
  
  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:02/06/2023

  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.

  I purchased a computer from Badcock furniture store in the amount of $600 at the in of December round the 10th day of January the computer had a hardware issue I have insurance and the company sent the computer back to me broken the same way it went

  Business Response

  Date: 02/15/2023

  Good Afternoon,
  I see that you put in 2 separate Complaints into the BBB portal.
  I will be addressing both of them in this one email.  First I would
  like to apologize and let you know that I understand your frustration
  and the inconvenience of not having a working Computer that is needed
  for your work.  After researching your cases I am seeing that your 
  RMA was closed due to the repair facility needing the password to 
  get into the laptop.  
  I do see that we have reopened a RMA for you to resend in your
  laptop for service, however I am also seeing that you haven't sent
  it in yet.  We would like to address any issues that you are having
  with your computer but we will need the password so that we can
  get the computer open to investigate the issues.  
  I am also seeing that you are requesting a refund and ASUS warranties
  do not cover refunds only repairs and sometimes recertified replacements
  only if no repair is able to be completed. We would like to continue to 
  complete this RMA and resolve any issues that you have at this time.
  Please let us know how you would like to proceed going forward.
  Sincerely,
  ***** S
  **************************************************

  Customer Answer

  Date: 02/16/2023

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

  good morning, thank you for reaching out to me. No nothing have stop or been done from Badcock furniture store or Asus corporate store and I have to finish paying $126.00 dollars for a  computer that dont work.  The cost of this computer was $668.00  and it do not function I believe this computer was used and they fixed it put it back in the store to be purchase again how can companies do this to people I really believe that this computer was used and they just fixed it and put it back out for sale. I I cant afford to buy another computer. If they just return my money, I can go get a computer for a store thats is  honest. Thank you for helping me.

• Initial Complaint

  Date:02/04/2023

  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 motherboard I bought from ASUS started causing my PC to crash around 4-5 months after buying it. I troubleshooted it over the course of several months, confirmed it was the motherboard, and sent it in for RMA. First, they don't have free shipping on this RMA, which would be somewhat fine if they always repaired and sent it back for free. The issue is they say that the motherboard has customer induced damage, which it did not. They said the *** pins were bent and a RAM slot latch was missing, even though me and the person I paid to build my PC specifically checked these things before sending in the motherboard and as part of troubleshooting. Of course, I don't have a picture, because why would I think that ASUS would say I have damages I don't have. Either the package was damaged in shipping, which would be impossible without a literal hole through the box which they said nothing about, or they are doing shady stuff like Gigabyte was said to do which is purposefully damage customer's sent in RMA products. I don't think ASUS as a whole would have this problem, but likely specific employees in the repair team.The other problem is they sent me a quote to "replace" my motherboard (with a refurbished/restored motherboard) because of the supposed CID. This quote totaled to around $60 over what I could by the same exact motherboard new as at this time. I complained and they gave me a 25% discount... which is still more expensive than a new motherboard. Why would anyone pay for that? At the most, they should charge $135 as I've already paid to ship it to them. But assuming someone purposefully damaged my motherboard, they should refund me completely including my shipping cost. Of course I'm not at all expecting anything out of this, why would ASUS or their employees admit to this and risk getting fired. Just be aware that there is a chance that ASUS will scam their customers if they try to RMA something, so just buy EVGA.

  Business Response

  Date: 02/13/2023

  Good Morning,

  
  I can understand your frustration and the inconvenience that your having issues with your computer 
  crashing after 4-5 months of purchasing it.  There are many reasons that damage can happen to
  motherboards, they can be damaged very easily when they are being put in or removed from the 
  computer during troubleshooting, etc.  I do apologize that your unit was sent back to you before
  we were able to come up with a resolution but I will be happy to assist you at this time.
  We would like to offer you a recertified replacement at this time free of
  charge as a 1 time courtesy.  If this is something that you are interested in doing I will be happy
  to set up a new RMA for your motherboard with a pre-paid label for you to return it and then
  when you receive the quote you would dispute it and I will discount it to 100% off at that time.
  
  
  Please let me know how you would like to proceed.  
  Thank You.
  ************
  **************************************************

  Customer Answer

  Date: 02/13/2023

  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:02/02/2023

  Type:Delivery 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 graphics card from Asus' online store on January 21st for $1,295.99, including tax (order #*********** and tracking number ************). For addt'l context, when I checked out and used ****** sign in, upon placing my order, my billing and shipping address appear as "******* *******.****" instead of "***********************" (my email is *********************** and is possibly the cause of the problem.The package was estimated to arrive Mon, Jan 30th. When the tracking showed package couldn't be delivered, I thought it may be due to my last name on the shipment as "*******************", so the delivery driver couldn't get my door access code from my ***** Delivery Manager account. I call ***** to provide my door code, they tell me I have to contact the shipper to make changes, so I call Asus to provide them the door code, *6188.The package failed to deliver the following day, so I call Asus to verify the door code they provided to ***** and they told me **** and stated an incorrect address for a ***** location (28 S Main St instead of 628 S Main St). I told them the door code is incorrect and provided the door code once again and I'd be okay if it were held at a ***** for pickup.I was told several times from Asus that I'd receive response from their logistics team in ***** business hours regarding the issue but I've only had the initial, single follow up call.This is the 4th day the package has been "out for delivery", with Asus asserting the same "It will be delivered by the end of the day" story.There's no way to get in touch directly with Asus' logistics team directly, so I can't do a 3 way call with ***** and rectify the situation in a timely manner.I called Asus once again around 5 PM EST on Feb 2nd. The rep stated I'd receive a call in ***** hours from logistics.

  Business Response

  Date: 02/11/2023

  Good Evening,

  
  I hope this finds you well. I understand your frustration and the inconvenience of having issues 
  with the delivery of your order.  After researching your cases I am seeing that your package
  was delivered on 2/3/2023 and signed for by MBrendan.

  
  Please let us know if you need anything further.  Have a great weekend.
  Thank you,
  ************
  **************************************************

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 18973648
  
  I am rejecting this response because:

  
  This complaint is about the experience with Asus, not whether or not the package finally had to be picked up by me in -22 degree weather at a ***** ground station.

   

  The lack of communication and several mistakes made on Asus end is the area of concern - theres no accountability being taken.

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

  Business Response

  Date: 02/21/2023

  Good Evening,
  I do apologize for the misunderstanding as to the reason for your complaint and for
  you having to go out to retrieve your package in extremely terrible weather conditions.
  I understand your frustration and the inconvenience the issue with the delivery of your package
  has caused and the experience that you have described is not one that we find acceptable.  
  We strive for incredible in everything that we do, and providing excellent experience is important to us.
  I want to assure you that we are reviewing your prior contacts and addressing all 
  opportunities with a sense of urgency.  Thank you for the personal time you have
  taken to bring this to our attention so that we may look into this.
  Have a great day.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:02/02/2023

  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 purchased an Asus Motherboard on 3/16/2022. The motherboard caused problems with extremely frequent PC crashes. I replaced all other hardware within the computer, and narrowed the problem down to the motherboard. Asus told me to send it in for repair, which I did, twice (RMA # USPCR11860 and USPCNC3065). Both times, the motherboard came back to me and had the same issue. Asus said that they could not find any issue with it. However, they have neither repaired the item, nor replaced it. They have not even returned the defective item to me...they still have it at their repair facility as I'm typing this message. Every time I try to reach customer ********************** by chat or by phone, they tell me the same thing. They say they will escalate the issue, and someone will contact me in 1-2 business days, or sometimes they say 24 to 48 business hours. Each time, nobody contacts me, and I don't get a resolution to the problem. I have been trying to work with customer support for about two months now to get the issue dealt with. Their customer ********************** just keeps giving me the run-around, repeating the same things to me, apologizing, trying to get me to again and again "wait 1 to 2 business days", as they "escalate" the problem over and over again, and create new service tickets, and other seemingly meaningless tasks, which don't produce any actual results.

  Business Response

  Date: 02/10/2023

  Good Evening, 

  
  I hope you are doing well today and I want to let you
  know that I understand your frustration and the inconvenience
  of not having a working motherboard.  I know that the repair
  process can be very time consuming, however I am showing that you 
  were approved for a courtesy recertified replacement so that
  we can resolve this issue that you are having.  

  
  The process for a replacement can take **** business days and I will
  keep you updated on any needed going forward. 
  Thank you for your time and patience.

  
  Have a Good Weekend
  ************
  **************************************************

• Initial Complaint

  Date:01/30/2023

  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 purchased a motherboard 10JAN2023. Bios would not boot correctly. Customer ********************** was contacted, and determined *** the next option. I paid to ship defective product back to ASUS. I was updated when repair was in progress and told to wait 48 hours for an estimated completion date. 4-5 days and 2 contacts to customer ********************** later still no update. Was told a supervisor would contact me and I have yet to hear back from that. Bad product turned into a nightmare trying to deal with customer **********************. Take responsibility for your product- if it is defective, you should pay for the shipment of said product back to *********** facility, and simultaneously ship me a new functional product. You sell the repaired product as a refurb like every other company on the planet. Instead I am now an additional $30 out of pocket, and over 2 weeks behind schedule. I would like to add that it is severely disappointing that many of your products do not come with 2 way shipping warranty clauses. I have never dealt with a business that has such horrendously offensive practices as ASUS. I expect an apology, and a functional motherboard delivered to me immediately, regardless of the progress of the *** product.

  Business Response

  Date: 02/08/2023

  Good Evening,

  
  I apologize that your RMA process took so long.  I can understand your frustration and the
  inconvenience that you have gone thru.  In researching you cases I do see that you received your
  replacement unit but your having issues when trying to power it up.  I would like to send you
  a prepaid label to have you send that unit back to us for a replacement for the same refurbished
  replacement.  
  ASUS's warranty doesn't provide refunds and our warranties are for repairs unless
  unavailable at which time we will replace it with the same model recertified replacement.  
  If this is something you would like to start? I will be happy to get this RMA started for you.  
  Please reach back out directly to me now that you have come to the BBB Department I will have the most
  updated information and this way your cases won't be delayed getting transferred back to me.
  Have a Great Day!
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18955387
  
  I am rejecting this response because: Problems have escalated. I have not been offered a legitimate solution to my issue. Customer ********************** keeps giving me the runaround. I have requested to speak to a supervisor many times, and have been repeatedly put on the "waiting list" for ***** business hours MULTIPLE times. I paid for a NEW motherboard, and have yet to even receive one that works. ASUS continues to try and get me to RMA my current nonfunctional one, but I know they will wait another 3 weeks, tell me it is unfixable, and send me a refurbished model. Contact made by ASUS BBB rep was not helpful in any way shape or form. No one made note that I went through testing procedure already, and she is attempting to get me to go through that process again. Keeping in mind I have spent hours on this project, hours on the line with customer ********************** and trying to just get someone to give me useful information. We are over a month into this ordeal with no end even close to in sight. I have had far better experiences with DMV.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/17/2023

  Good Afternoon,

  
  I understand that you are frustrated at the inconvenience
  of me asking about troubleshooting your unit.  You stated
  that you were having issues with no power and a issues with
  a q-led lights.  Seeing that these are not MB issues but component
  issues we sent the troubleshooting steps.  
  If you have tried the troubleshooting and tried the MB in another
  unit and still having the same issues we will be happy to offer
  you a New In Box replacement as a one time courtesy.  If the unit
  is replaced and you are still having the same issues it is the components.

  
  We have 2 options for replacements:   
  1.) RMA to have you mail in your unit and once received we will start
  the process of replacing your unit with a NIB unit.
  2.) RMA to have a unit sent to you before you send in yours but there
  will be a credit card hold for the **** amount until we get the 
  old unit back and keyed in. 
  Please let me know how you would like to proceed.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:01/28/2023

  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 bought a mother board from ASUS via Amazon on 1.13.23. It has technical problems. When attempting to get technical support from ASUS, they tell me my 3 year warranty has expired & Im stuck w/ it.

  Business Response

  Date: 02/06/2023

  Good Afternoon,
  I do apologize for the issues that you have been having regarding your warranty with your
  newly purchased unit.  The invoice that you sent us regarding the purchase didn't have all
  of the information that was needed to see specifically the sellers information on it.  
  We will need the following:
  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 *** 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.
  
  You also mentioned that you bought it from Amazon who has many resellers that sell thru
  them that *** have should you a used model that has no warranty left on it.  At this time
  I am forwarding this information to the correct departments so they can look further into
  this for you.  We will reach back out regarding this.
  
  This unit is also zoned for ***** meaning any repairs or warranty questions or information
  will need to go thru them for assistance.  
  
  
  Sincerely,
  ************
  ************************************************** 
  

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18945317
  
  I am rejecting this response because: Here is the date of purchase & retailer.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/13/2023

  Good Morning,

  
  According to the Serial Number provided, the unit is only zoned for warranty in ***** and ended 1/7/2023. If you can provide a valid
  proof of purchase, we will be happy to update your warranty end date in our system.  Unfortunately, since the warranty zone cannot be
  changed, you will need to go through our repair facility in ***** for in warranty repairs once the warranty end date is corrected.
  In order to request repairs at our ***** repair facility, you will need someone in ***** to ship to that can then ship to the repair facility.
  The repair facility in this region cannot receive/ship internationally.

  
  We understand that this can be frustrating. It is likely this purchase was through an unauthorized 3rd party reseller.  If this is the case,
  we recommend returning the unit to the seller and purchasing one directly from one of the many authorized retailers found here:
  *****************************************************************.
  
  
  I am resending what is considered a valid proof of purchase receipt/invoice
  We will need the following:

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

  
  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18945317
  
  I am rejecting this response because:

  I bought it from asus & you already have the proof of purchase, you can go straight back to ****.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/27/2023

  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.

  Case#N2212075791 My monitor, Asus VG27B has been facing issues with backlight bleed. It is still in warranty and I decided to move forward with an advanced RMA. After moving forward with the **** ASUS decided to ship me a garbage replacement unit with tons of dead pixels and wear on the frame while putting a $618 hold on my card. I decided that it is unacceptable so I sent it back. My issue is still not fixed and ASUS refuse to send me a new monitor I asked for a new monitor since all the reviews show their replacement monitors to be broken and it is something I experienced firsthand. I have been calling non stop for the past month to get my issue solved but, a few days ago an agent told me I would receive a brand new monitor. After 2 business days I didnt receive a reply, so I called again. To my surprise I was told that the other agent lied and they dont send new units. Now Im stuck with my defective monitor with a warranty ending soon.

  Business Response

  Date: 02/03/2023

  Good Afternoon,
  I apologize for all the issues that you have been having with your Monitor and the replacement
  Monitor that you just received.  I am showing that you sent back the replacement due to issues
  with pixilation and wear for the frame.  We are unable to start a new RMA for this issue until
  we receive the unit into our repair facility.  Do you have a updated tracking number for the replacement
  unit.  Please send this information as soon as possible, as I see one for the Original unit sent back to us 
  that was delivered on the 13th of January.
  Now that you have contacted the BBB department you will need to respond only to this department
  as responding to other departments will lead to confusion and delayed responses.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18940369
  
  I am rejecting this response because:
  
  The monitor was received a while ago and I got my payment back

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

  Business Response

  Date: 02/13/2023

  Good Afternoon,

  
  I hope this finds you well.
  We have been able to locate a New in Box replacement and I will
  be starting a Advanced Ship RMA at this time to get this started
  for you.  Once we have the unit processed you will receive a 
  quote for a credit card hold that will be released once the old unit
  is returned.  Thank you.
  Sincerely,
  ************
  **************************************************