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:01/25/2023

  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 this computer for my son for Christmas. The computer is overheating and part of the * KEY CAP is coming off and its not possible to put it back.A company that has received a huge amount of rewards has to back up its products. I did not spend a thousand dollars to have a broken computer after a month of usage.

  Business Response

  Date: 02/03/2023

  Good Morning,
  I would like to apologize that your son is having overheating issues with his new computer. I
  understand that you attempted to obtain repair service through Best Buy, and were referred
  to ASUS. Please rest assured that we will gladly provide repair for your Gaming Notebook.
  Since your unit is currently in warranty through 11/2023, I am showing that we have issued you 
  a Return Merchandise Authorization (***) number for your unit to be shipped in to our
  Service Center for repair. You should have received the emails with all the *** instructions and 
  Prepaid label for you to send in the unit for repair.
  Please ensure that you carefully review the *** instructions and checklist provided. You will
  need to complete the checklist that will be provided and include the checklist inside the box
  with the product when you send in your unit to our Service Center. Please ensure that you
  write the *** number along with ASUS Repair Center visible on the outside of the box.
  Our repair disclaimers will be included in the email you receive. Please ensure you carefully
  read through these disclaimers prior to sending your unit in for repair. Pay special attention
  to the information that pertains to ********************** Loss, Accessories, and Packing
  Instructions.
  You will receive repair status updates via email during the repair process unless you opt out
  for email notices. Repair status can also be checked using your *** or Serial number on our
  website. If you do not receive the expected email, please check your junk/spam folders.
  Standard repair time is approximately **** business days.  
  Once our technicians have gone over your unit and see what repairs need to be completed
  we will reach out to you regarding these repairs.  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18897178
  
  I am rejecting this response because:

  my son shouldnt have to wait and miss college assignments due to a bad computer. If the solution was not to fix the computer in a prompt matter, it shouldve been replaced. My family and I refuse to buy any products  from Asus again.
  
  Sincerely,
  
  Ceres *********************

  Business Response

  Date: 02/11/2023

  Good Evening,
  I hope this finds you well.  I understand that the repair process
  can take time and I apologize for the down time that *** be involved.
  I am seeing that a 1 time courtesy replacement for a recertified unit 
  has been offered at this time.  This process can also take up to 7-10 
  business days.  We will check the inventory to see what we have available
  at this time and  we will reach out to you once that is found.
  Thank you for your times and patience in this process.
  Sincerely,
  ************
  ************************************************** 

  Customer Answer

  Date: 02/15/2023

  I am rejecting this response because, 

  
  Today I called and spoke to ***** which stated the person that was handling my case no longer can do anything for my situation.

  I am asking for clarification of the situation as I just got a message from the service repair stating theyll be returning the computer if the repair isnt paid for.

  a little bit of organization among the departments would be greatly appreciated by your customers.
  
  

  Sincerely,

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

• Initial Complaint

  Date:01/20/2023

  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.

  RMA: CAA1NC1111 Case number: N2212024170-0011 I purchased Asus's Portable Monitor (MB166C) for $282.49 in May 2022, with a 3-year warranty. In December 2022, I noticed some bright spots on the monitor, so I initiated a warranty claim, and sent in the monitor on December 26, 2022. The day before I sent in the monitor (December 25, 2022), I checked the monitor and the included accessories to make sure everything was included, and I noticed that the bright spots had developed into a crack, precisely where the bright spots were. Between the time I initiated the warranty claim and when I sent out the monitor, I did not use it. I strongly believe that the bright spots developed because of a defect in the *** panel (making it much more fragile than usual), where it would not be able to withstand being taken in and out of its case numerous times. I have taken a picture of the monitor before it cracked and sent it to Asus with the monitor as proof of my assertions.After two weeks, when Asus addressed my case, they refused to repair or replace the monitor, citing "customer-induced damage" (CID). I explained my case to Asus over ten back-and-forth emails, with each one providing increasingly more details to disprove CID. However, Asus refused to honour its warranty after all this, despite their only response being variations of "there is a crack; it must be your fault" for 10 straight emails, without having any evidence to back up their claim. They dismissed any evidence I brought, and have refused to answer some of my questions, as answering them would disprove CID and prove their liability in this case.Given their stubbornness, I proposed alternative settlements, which they have rejected; they only want me to pay $168.95 (which is about 75% of the price of comparable new portable monitors today, which is unreasonably high) for the repair. I am disappointed in Asus's after-sales service. I am requesting that they honour their warranty, or provide me with a full refund.

  Business Response

  Date: 01/30/2023

  Good Afternoon,
  I understand your frustration and the inconvenience that you have gone
  thru with your Monitor having issues with bright spots and a crack forming.
  I have researched your cases and understand that due to us receiving 
  the unit into our repair facility with a impact crack.  It is suspected that the
  USB cable being packaged on top of the monitor that any impact or
  pressure will result in a crack to the screen.
  I understand that we offered you 30% discount at that time to bring ************* down to ****** which includes your replacement of LMT LCD TFT ****' FHD,
  the shipping and labor of the repair.  
  At this time I will escalate this up to see if there is anything else that we might
  be able to do to help resolve this issue.  Thank you for your patience.
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18867517
  
  Thank you for taking the time to consider my case. I hope a better settlement can be reached. Even if it was the *** cable putting additional pressure on the monitor (which I cannot know for certain), it is reasonably expected that the *** cable will regularly be in the same bag as the monitor (which I always put in its sleeve when not using it). I would consider this as regular use, and not CID. It is a product design issue on the part of the manufacturer (i.e., the case being too thin), or a defect (i.e., the outer layer of the screen being much more fragile than usual). As the bright spots developed into a crack, this supports the idea that the monitor was inherently weak (rather than the case where something hits the monitor really hard and immediately causes a crack). I have provided a picture of the bright spots multiple times, in the email and in the package I sent into Asus.

  I expect Asus to honour its warranty, which is a cost of doing business, rather than pinning responsibility onto the customer. I would greatly appreciate it.

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

  Business Response

  Date: 02/08/2023

  Good Afternoon,

  
  I hope you are doing well today.  I do apologize 
  for the delay in the update from our Canadian Team.
  We have had some illness going around and were down
  some individuals and I am hoping that we should be able
  to get back to you in the next 48 business hours.
  Thank you for your patience at this time.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18867517
  
  I am rejecting this response because:

  Thanks for letting me know. I hope that this extra time will allow Asus to honour its warranty. I look forward to hearing from you.

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

  Customer Answer

  Date: 02/22/2023

  Hello, as I have previously explained in my original complaint, I would like to claim the warranty on my portable monitor (MB166C). This has not been met, so the issue remains unresolved. Over the past few weeks of discussion, Asus has still refused to honour their warranty, claiming that the damages are not covered under warranty. However, I believe that this violates the principle of a warranty: to ensure that I have quiet use of the monitor for the length of the warranty (i.e., 3 years), given that the monitor is properly handled. I insist that I have taken care of the monitor, and that the crack in the monitor is due to a defect, making the monitor more fragile than normal, and unable to withstand regular use (i.e., the pressure placed on the monitor from taking it in and out of its case).

  My impression of Asus's warranty is that it only covers damages that are highly superficial (i.e., one or two dead pixels in a monitor with millions of them), regardless of whether they were caused by the customer. I find this unacceptable. Given the time I have spent expressing my concerns to Asus, the least they could do is honour their warranty. Thank you for listening to my case, and I look forward to hearing from you.

   

  Regards,

  *****

  Business Response

  Date: 03/02/2023

  Good Afternoon,

  
  I am reaching out to let you know that I have escalated your concerns regarding
  the analyzation of our CID.  I also understand that you are frustrated that our
  warranty specifically has exclusions:

  
  Exclusions from this Limited Warranty Service
  Asus does not guarantee uninterrupted or error-free operation of this product. Any technical or other support provided for the product under warranty, such as assistance via telephone with "how-to" questions and those regarding product setup and information, being provided without warranties of any kind. The warranty only covers failures or malfunctions occurred in normal use conditions during the warranty period, as well as for any material or workmanship defect. The warranty will not apply if:
  a. Damage caused to this Product(s) by you or any non-authorized third party.
  b. the serial number has been altered, cancelled or removed;
  c. the damage is caused by accident, natural disaster, intentional or accidental misuse, abuse, neglect or improper maintenance, or the abnormal use conditions;
  d. the damage is caused by an external electrical fault or any accident;
  e. the damage from use outside of the operation or storage parameters or environment detailed in the User's Manual;
  f. the damage is caused from the using of parts not manufactured or sold by ASUSTeK.
  g. damage is caused from third party software or from virus(es);
  h. the software loss or data loss that *** occur during repair or replacement.
  Returning a Product to your Purchase Site or an Asus Authorized Service Provider during the warranty period does not automatically mean that it will be repaired free of charge. Upon receiving your product, the Service Centre reserves the right to check the validity of your warranty and your request for warranty service.
  

  As I mentioned above I have escalated this to our ******** Team for further assistance regarding
  this matter.  
  thank you
  ************
  **************************************************

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18867517
  
  I am rejecting this response because:

  Hello, thanks for getting back to me.

  Regarding what you mentioned about how "the warranty only covers failures or malfunctions occurred in normal use conditions during the warranty period," my case precisely fulfills this condition, given that I had the picture clearly showing bright spots near the location of the eventual crack to corroborate my claim. The exclusions you mentioned do not apply:

  a) Damage was not caused by me or an non-authorized third party.
  b) The serial number is clear and available to ********************.
  c) The damage arose from regular use (i.e., putting it in and taking it out of its case), not from any of the factors mentioned under this clause.
  d) The damage was not caused by this.
  e) The damage was not caused by this either.
  f) The monitor has never had any repairs or changes in parts. Everything is original.
  g) This is not applicable.
  h) This is not applicable.

  You have listed out the guidelines, and I have applied them, which strengthen my case as to why Asus should honour its warranty. I strongly encourage the ******** Team and Asus Service Centre to consider this analysis, rather than arbitrarily reject my warranty claim, and go against its own policy.

  The long delay between when I sent in my monitor (i.e., December 26, 2022) and now (March 2, 2023) is unacceptable. Not only has it left me without a portable monitor for the last two and a half months (so far), but my 3-year warranty is also effectively shortened by two and a half months. I have also spent numerous hours responding to tens of emails from Asus (and on BBB).

  I urge Asus to resolve this case as soon as possible. I would greatly appreciate it.

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

  Business Response

  Date: 03/08/2023

  Good Evening,
  I hope this finds you well,   I am reaching out to let you know that your case was escalated 
  and will be handled thru the *** ******** Team so you should be hearing from them going
  forward.  If they haven't  reached out to you yet they should reach out to you with 48 business hours.
  
  
  Thank you
  ************
  **************************************************

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 18867517
  
  I am rejecting this response because:

  Hello again,

  Thanks for letting me know. I have not heard from them yet, but I look forward to hearing from them. I hope that an agreed-upon settlement can be reached, one that does not involve me paying for manufacturing defects.

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

• Initial Complaint

  Date:01/17/2023

  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 recently purchased an Asus monitor model number VG279QM 3 months ago and a month ago it started having problems so I contacted customer support because it has a 2 year warranty, I explained the situation and trouble shot other the solutions with them and they had me send it in for repair, I shipped it back and they assured me I was getting a replacement. Now I received an email saying they cant replicate the problem and want to send my old monitor back, after telling me on two different occasions I was being sent a replacement monitor of refurbished but certified factory quality. Its been several days Ive been without a monitor and they sent me a short video of the what they claimed was a diagnosis which was just them turning it on looking at it and swapping resolutions which a child could do.

  Business Response

  Date: 01/26/2023

  Good Morning,
  I hope this finds you well.  During a research on your
  cases I was able to see that on the final test of the unit
  it did indeed start flickering so it was fixed at that time.
  The mainboard was replaced and it looks like the LCD 
  and LED boards were also replaced.  
  Upon repair this was tested again and passed and  ready to be
  shipped out to you on the 25th with TN #************.  At this time we
  are waiting for ***** to pick up the package for delivery.  
  You can view the status of your package using tracking number: #************ on
  *****s website!
  Please note that carriers reuse tracking number. If the tracking information appears to
  be from a prior delivery, it is possible the carrier has not finished scanning in the
  package. If this occurs, we ask you to check back after 7PM PST or the next business day
  
  
  
  Thank you for your time and patience and have a great day.
  Sincerely,
  ************
  **************************************************
  

  Customer Answer

  Date: 01/26/2023

  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:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I was looking for my new laptop computer, I came across Asus. On the website, Asus offers Accidental Damage Protection for ** and ******** buyers, which I found quite reasonable, so I bought one from Bestbuy on 12/15/22. Two days ago, I dropped the new laptop from my dining table, which caused the screen to crack. Consequently, I reached out to Asus to use the program and was surprised to be informed that the purchase from Bestbuy is not eligible. They have produced their site showing the policy, but it did not even appear when I ran a keyword search. If I had known the ineligibility of buying from BestBuy, I would not have bought from them. I feel deceased and feel Asus' business practice needs to be reprimanded.

  Business Response

  Date: 01/26/2023

  Good Morning,
  I hope this finds you well.  In researching your case 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 ******************************************************************. 
  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 for your time and patience.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of today (1/17/2023) I haven't heard back from ASUS customer support for a router of mine they've had since 12/16/22. The last time they established any contact was January 6th, 2023 despite me sending them messages. On 12/20, their emails indicate that something was wrong with the router and they had to replace and would contact me with next steps, but I ended up calling them a week later because they didnt bother contacting me with next steps. Over the phone, I found out the repair center doesnt have any in stock, so not only did they leave me in the dark about it, but they said they couldn't take one from the store's stock even though I can literally buy one from their website right now, or drive 15 minutes to the store I originally bought it from and buy it there, but they wont let me. Then on Jan. 4, 2023, they tried to offer me a replacement router (worth about 100 dollars less than my current one, and doesn't offer the same specs or capabilities - which is why I bought the router in question in the first place). I told them no, because the one I bought is the only one they sell with the capabilities I need. No response since then. I've continuously told them that this router issue is negatively impacting my ability to work remotely such that I can't work remote at all now and the continue to be unresponsive. I haven't been able to work for an entire month.

  Business Response

  Date: 01/25/2023

  Good Afternoon,
  I hope this finds you well.
  I am happy to let you know that your unit was shipped and the Tracking # 578276955697
  was sent on 1/19/23 and delivered 1/24/23 at 4:13pm.
  
  Thank you for your time and patience.  If you have any questions please feel free to
  reach back out.
  Sincerely,
  ***** S
  **************************************************
  

• Initial Complaint

  Date:01/16/2023

  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.

  1/27/22 Purchased premium ASUS Zenfone 8 for $817.33. Registered 2/1/22. Online acct shows warranty till 2/1/23. Airplane mode would come on randomly. Notifications whacky. Battery life wasn't as great as when 1st purchased. About Aug/Sept screen would flicker/jump. After checking all my settings, adjusting refresh rate, issues continued. They got worse. I tried getting help thru my acct. ASUS help tutorials led to doing a hard reset of the phone. Issues remained. 11/2 I reached out to ASUS via chat. They sent a repair form and I was told that I could get free shipping from a NA address via ground shipping. ASUS had a link for purchasing additional shipping for reduced price but the link wouldn't work. 3 webchats later finally got a mailing label from ASUS for NA and I went to *** and invested $131.42 in extra shipping (ground) to get it to NA because I had faith my phone would be repaired or replaced and issues resolved. 11/28 email said waiting on parts. 12/7/22 I called, was told diagnostic showed defective motherboard, battery. 12/5 repair resumed. I called 12/15 "still working on it." 12/20 phone shipped out. Received 1/4/23. Phone was loose in a bubble pkg in box. Phone was dead. Took several hours to charge. 1/8/23 3 hours to reload apps. Issues still unresolved. I had a telehealth appt, was hard to see with all the multi pixels,/screens. Contacted ASUS and was told it needs to be repaired. Also told I need to contact place of purchase. I had no phone for over 2 months while it was being "repaired" and I purchased directly from them. I do not have another $131.44 to invest in a phone that should have been fixed properly. The warranty info when I purchased said device covered against defects. Now all they say is "sorry, if this issue remains unresolved reach out to us." The amount of time, money and stress that has gone into this phone is ridiculous and disturbing. I just wanted a phone that works. Case#N2211002475

  Business Response

  Date: 01/26/2023

  Good Morning,
  I hope this finds you well,  After researching yours cases
  I am seeing that they did do repairs to your phone and I
  apologize that when you received it back from repair you
  are still have some issues with it.  I see also that you have
  a new RMA set up and that a PPL was sent out to you on 
  at that time.  It would have been emailed to you on 1/9/23,
  if you don't see this in your inbox please check your spam or
  junk email.  Once we receive your phone back we will check
  it again for problems and let you know what we need to
  do to resolve these at that time.  
  Sincerely,
  ***** S
  **************************************************

• Initial Complaint

  Date:01/15/2023

  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.

  Hi. My family and I have attempted for almost a year and half to get technical support, customer **********************, and at this point replacement devices for 3 XT8 mesh routers sold and support by Asus. These units have been pure h*** of nonstop issues and outages! We have attempted during this time period several emails and phone calls with no action or support to date taken from Asus. We had enough and decided to email the customer ********************** supervisor at Asus. In turn they funneled my family back to customer ********************** who finally responded. **** from CS has been very slow to contact us and refused to go above and beyond to make this situation right. We finally after some back and forth he agreed to send us 3 brand new units. He appears to have made a mistake with the *** process and only issued **** for 2 of the 3 devices which is in turn going to cost my family more time. Moreover the 2 he did *** have never shipped and we never got notification on this advanced *** and expedited service he promised. We than reached out to ******************************* who is the ** director for Asus. He promised to get us someone to help us and get us the resolution we deserve. To date this gentleman has disappeared and no one has ever reached back out to right these wrongs. It has been 10 days of still not receiving any kind of resolution and as of this email no new device has been shipped. We are continuing to go through utter and pure h*** with this defective devices and want Asus to resolve ASAP and help our family. I really hope the right person gets this an responds quickly and fairly. This is not an attempt to get anyone in trouble but we need reliable and working networking that we paid for. Please put yourself and family in my families shoes here.

  Business Response

  Date: 01/23/2023

  Good Afternoon,
  
  
  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,
  ************
  **************************************************

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18816354
  
  I am rejecting this response because:

  This team has failed after working with them specifically since January 6th. It is now January 23 and **** has failed to get me 3 brand new XT8s that he promised weeks ago. If you check RMA status it says rejected due to customer damage when I still have the 3 units here. This has been an over an year nightmare for us and you guys just keep forwarding my emails back to a team that won't help. I want to speak to Escalations supervisor ASAP. Thank you. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/31/2023

  Good Afternoon,
  
  
  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,
  ************
  **************************************************

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18816354
  
  I am rejecting this response because:Incoherent robot responses to my families concerns. This corporate customer ********************** will not respond to emails as I have stated several times. My family has moved onto a different brand and has permanently stopped business with this rip off of a company. Thanks for wasting literally years of my families time and after promising 3 replacement units back in early January they never did arrive. Everything has been documented. **** with your company is a complete waste of space. You guys should be ashamed. I wouldn't treat my worst enemy how you guys have treated my family. Good luck. 
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 02/14/2023

  Hi,

  This issue is FAR from resolved. As I have unfortunately now stated at least 3 times in this complaint ASUS is not responding to any communication from me at all. They promised 3 brand new XT8's be escalated and sent to me via advanced RMA. To date I have not received any further communication or updates on these RMA's even though I have now asked ASUS about a dozen times. This battle has been going on for years and I thought getting escalations involved at ASUS and the BBB they would make due on their promise and send my family the 3 promised brand new XT8's. My family has been struggling with reliable internet ever since purchasing these units. Instead ASUS just send you the BBB robotic and incoherent responses to my families cries for help. It's morally wrong. **** from ASUS should be immediately terminated!!! I just want what's entitled to us per ASUS's 2 year warranty and receive our 3 XT8's. It's totally bizarre how they have treated us!!

  Business Response

  Date: 02/24/2023

  Good Afternoon,
  I understand you frustration and the inconvenience that this issue has caused you but 
  once your case has been escalated to the *********************** team there is nothing
  that I can assist you with.  
  
  
  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,
  ************
  **************************************************

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18816354
  
  I am rejecting this response because:

   

  Keep forwarding back together ************ who is unprofessional and psycho. Literally makes up stuff and lies. Asus you suck! 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/02/2023

  Good Morning,

  
  I apologize for the issues that you are having in the *** process.
  I do see that ***'s have been closed after 5 days due to no CC hold
  information.  I am also seeing that 2 next ***'s were open for you
  on 2/27/23 USBVR21721 & USBVR21722 and with in the next 24-48
  business hours you should receive a email quote and you will only
  have 5 days to submit from that time to submit the CC hold information,
  please make sure to check the spam/junk folder, if you aren't seeing them
  in your inbox.  We don't send out replacements without successfully capturing
  the CC hold from the link supplied in the email.

  
  Going forward please only reply to the emails that you received from ********** in
  ******************************************************************.   As your case has been escalated to and taken over by our 
  Corporate ************* team, please respond directly to their emails that are 
  sent via ******************************************************************. 
  Any contact through different channels may delay a response as we are required to pass 
  your case back to the team that is handling it.
  
  
  Thank you
  ************
  **************************************************
  

  
  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18816354
  
  I am rejecting this response because:

   

  Never received emails from this *************** some kind of quote. And of course my family keeps waiting in this endless h*** with no resolution. We give up. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a laptop for my son back in 2021 (by the way, I have4 laptops from ASUS at home). although a previous laptop had also given us some problem, we still bought two more for my son and daughter because we thought it was a good brand. half way through the warranty period, this particular laptop that belonged to my son started giving him problems, like it would go into sleep and not wake up and all the data was lost, he is a university student and it caused him a lot of pain, so we sent it to get it fixed, they only replaced the screen which was not necessary and of course it didn't fix the problem, so we sent it again for repairs, in all this back and forth the warranty time was wasted and by the time the laptop gave the next problem the warranty period was over, now we have a dead laptop in home, which doesn't even charge, I contacted ASUS ****** on behalf of my son, and they are asking for fee to repair this laptop, this is unfair and cruel. All the hardship that my sent went through and the solution they came up with is to make more money from us, this is pathetic and unacceptable, I wanted to report this and either want my full money back that I paid for this laptop or redeemable coupon for their website or Best Buy to buy another laptop, I don't want the same laptop to be fixed, because I don't trust this laptop anymore, what if they fix it the way they fix it before and it breaks again, they wouldn't support it again. This is the current RMA they gave me "CAA1R10650", but they want money to fix it and I feel that it is wrong, I have already decided to not buy another ASUS again. They have failed miserably in supporting me.

  Business Response

  Date: 01/20/2023

  Good Evening,
  I understand your frustration and the inconvenience that you
  and your son have gone thru to get the laptop working.
  After researching your past cases I am showing that there were
  2 repairs done in January and June of 2022 and we
  did replace the Motherboard on the last repair. It seems that at that time it
  was working good.
  We have reached out ***** and we were advised to have you  send it in so
  that we could go thru a diagnostic of your computer.  But unfortunately
  you are out of warranty since your last repair.  Refunds are only done by
  the place of purchase with in the time of return policy.  We don't have
  a refund policy or a discount option for new units at resellers.
  Thank you for your time and let us know if you would like to proceed
  with the repair.
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Asus Computer motherboard which had a mail in rebate offer (*************) for $25. I made the purchase within the required purchase window, registered and mailed the required information within the required time frame and waited. I then find out that the rebate was rejected due to the invoice not being legible, before sending the invoice I made a copy for my records and it is clear as day to read. I called on January 3, 2023 at 4pm and talked to a rep named *****. He said that rebate result is rejected because the invoice is not legible. He claims that it is not a real store and fake receipt. He said he will escalate our case, and someone will contact us in 48 hours, but we never heard from them since (Asus Case # N2301003791, Escalation Case # N2301003790). The purchase was made from Microcenter, which is a legitimate and recognized retailer for computer hardware. This is pure fraud and false advertising if they will not honor the rebate based on these terms.

  Business Response

  Date: 01/20/2023

  Good Afternoon,

  
  I understand the frustration and inconvenience that you are  having at this time regarding your rebate and them
  denying it due to the invoice issue.  The image that you sent is not a proof of purchase and that is
  what they need to complete the process.  I am seeing a copy of the ** and ** sticker by they also need to see
  the receipt:
  The receipt/invoice will need to display the:
  ? companys logo
  ? date of purchase
  ? cost
  ? serial and/or model number of ASUS product
  ? File types accepted: PDF, JPG, PNG, GIF
  
  Unacceptable forms of proof of purchase are:
  ? bank statements
  ? screen shots
  ? forwarded e-mails
  ? copy & pasted e-mails
  ? do not accept files attached as TXT or RTF, DOC
  
  
  If you can forward that I can look into this issue to try to resolve it for you.
  Thank you for your time and patience.
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:01/10/2023

  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 recently bought a very expensive gaming desktop for for my son for Christmas. The first time the pc was taken out of the box we hooked everything up just to find out the pc didnt work. I purchased the pc through ASUS online they will not exchange it for another just like it apparently the warranty doesnt cover replacement on a brand new unit. Anyway the customer ********************** with the company is absolutely horrible its like they are brainwashed to say the same thing over and over. Even their supervisors dont know or cant tell me anything on the status and apparently you cant speak to anyone higher. The repair service got back with me and said there was physical damage to the video card and they said its not covered under a manufacture warranty. Keep in mind the unit is brand new but they are wanting me to pay **** dollars to replace the part on the computer that is defective the way they shipped it to me. This company is a joke and I will not recommend this company to anyone. You talk about a kid with a broken heart on Christmas morning and cant find out the status of a pc that you spent so much money on. They keep saying they are gonna escalate the case but nothing is done. If I purchased a pc at Best Buy or ******* or target I would be able to go exchange it for a replacement of the same model. Asus has the worst customer ********************** I ever dealt with. STAY AWAY!!!! Also I will take legal action if this is not resolved.

  Business Response

  Date: 01/18/2023

  Good Afternoon,

  
  I understand your frustration and the inconvenience that you are having
  with your gaming desktop.  I apologize that it isn't working at this time.
  I understand that the repair facility is stating that the *** of this gaming 
  desktop is bowing when they researched this.  So a bowing *** is considered 
  CID "Customer induced Damage" and I see that you are disputing
  this and rejected the quote given to you for the repair.  By any chance did you
  take any pictures of the unit before it was sent in?  As per the *** instructions
  we do suggest that documentation by pictures is something that you should
  do incase there is CID.  Unfortunately if you have no pictures to show what your
  computer looked like prior to shipping to us we can only see what we have.
  I will attach the picture of the ***. 

  
  I want to help resolve this issue so I would like to have you send it in for
  repairs and offer you a 30% discount and I will send you a prepaid label and
  waive any labor fees for this repair.  If this is something that you are interested
  in please reach back out to me and I will get this process started.
  Sincerely,

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