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:11/29/2022

  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 bought a mother board from Asus, and I am blamed for the damage to the motherboard. I am over qualified in building computers. I have been in the IT field since 2008. I have spend more money than I care to say and for a $1000 motherboard I am treated worst than I am imagine. It is good to know how you treat and trust Military Veterans. It is not rocket science putting a CPU chip in the socket. You place it in the slot and clamp it down. If the motherboard states rated for that socket it fit if not it will not fit. I do not get how anyone can damage a CPU socket. 13 gen **** in a 13 gen **** socket motherboard. So I am suppose to sit here with a $1000 motherboard and be blame for something beyond my control. I apologize ahead of time because I am not going to sit by a let this happen. I would like this issue resolved as soon as possible.

  Business Response

  Date: 12/01/2022

  Good Morning,

  I understand your frustration and the inconvenience that you have had
  with your Motherboard that you purchased.  I also understand that you
  are wanting a refund for this unit.  Unfortunately at this time we are unable
  to do that but I am able to set up RMA (Return Merchandise Authorization)
  so that you can send in your unit and we will provide you a courtesy repair this unit 
  Free of Charge in warranty repair and waive the CID.  But any future CID will be
  up to you as the customer to pay as it is not covered under the warranty.
  
  If you would like to proceed with this I will send out a label and RMA instructions
  so that you and send it in to us.  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 12/01/2022

  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.

  This is unfortunate that you have left me with no choice.  There is indeed something wrong with the *** socket that caused the damage.  I contacted ***** and they did not see anything wrong with the ***.  You also state there was nothing wrong with the *** socket.  There is only one way to place a *** chip into a *** socket.  There are notches to guide you.  No one has explained to me where I made a mistake or how the damaged was caused.  I only got its not our fault.  I have no reason to lie, mislead or doubt my abilities to install a ***.  

  The reason I know the *** socket is faulty, I tried to install the *** a second time and more PINs were bent.  I know you cannot guarantee that 100% of Asus products ships without defects.  ********** can.  It is really demoralizing that you can serve your country 20 years, and cannot be trusted by Corporations who you swore to protect. I hope you find the fault during your inspection.  I sincerely hope that they add the *** chip and see what results they get.

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

• Initial Complaint

  Date:11/17/2022

  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 is regarding repair RMA No: USPCNB0895. The brand-new motherboard won't accept the latest ***** 13th gen ********* and won't POST. I have called customer ********************** and now instead of just replacing it with a new motherboard or repair, they are charging me for repair, labor, and shipping. Saying that the customer damaged it. I bought this motherboard in Sep and unfortunately, the return window is expired as I was waiting for the ***** 13th gen *********.The amicable result would be to replace with a brand new motherboard with the latest BIOS asap.

  Business Response

  Date: 11/22/2022

  Good Afternoon,

  
  I would like to apologize for the frustration and the inconvenience that you are having with your RMA for your Motherboard.
  I do see that they are sending you a replacement due to the fact that your other one had bent pins.  The quote that they sent
  you was for the cost of that replacement.  I am sorry if they didn't clarify that for you.  At this time we are waiting for that part
  to come into the Repair Facility.  Once that comes in we will get this RMA completed and ship it out to you immediately.  I will
  be happy to keep updating you on the status of this process and let you know when your unit is sent to you.
  Have a safe week.
  
  
  Sincerely
  ************
  **************************************************

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18418330
  
  I am rejecting this response because: They blamed me for the motherboard damage which I didn't do and I had to pay for the repair because either that or pay again for the new motherboard.  

  I still haven't received my motherboard. It's over 15 days now.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/28/2022

  Good Morning,

  
  I wanted to reach out to let you know that we have been waiting for the part that has been out of stock.
  I do show that we have resumed worked on the *** on the 23rd.  The Repair Facility has been closed 
  due to the Holidays so it could take **** business days before it will be sent out.  Which would be between
  the 5th to the 8th. I understand your frustration at having to wait longer for this replacement.  
  I appreciate your patience during this process.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18418330
  
  I am rejecting this response because: The refund is not issued for the legitimate repair. Also, BIOS update is required for ***** 13th gen ********** I am hoping at least now I received the updated motherboard. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/13/2022

  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.

  ASUS Service No=N2210030473 Filed a warranty support on Oct 24, 2022 and till date I am struggling to get my Asus Wifi Router XT8 fixed. They are taking their own sweet time, and asking me to send all sorts of data and info which I have been patiently doing. Now they asked me try their Beta firmware which is a strict NO from me as its untested firmware, and hence its called beta for a reason. Still I tried as they refused to help without trying. ASUS tech have been refusing to provide support if you do not go by what they are asking, even though its like doing testing for them with their beta software. This has resulted into wasting of my time which is not part of their warranty T&Cs. If they want me to test with them, they need to compensate me for that, or else, Asus needs to take up their responsibility and get it repaired/replaced. Also, they have multiple people working on my case, and no one reads previous conversations. I informed I am using beta software, still they ask me to use it. Its ridiculous.

  Business Response

  Date: 11/18/2022

  Good Evening,  

  
  I understand the frustration and the inconvenience that you have had with the
  process of trying to get your Router issues fixed.  I have reviewed your cases
  and see that you have sent in your routers already to the Repair Facilities.  
  At this time we are showing that we have received them but they need to be
  updated due to only having 1 RMA at this time.  I will make sure that
  you are updated going forward on the repair process.  
  
  
  Sincerely,
  **************
  **************************************************

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18398073
  
  I am rejecting this response because the other 2 routers have not yet been added and I sent all 4 routers for repair. Now, yesterday I receive an email stating that ASUS received only 2 routers which is totally wrong. I sent all four routers and I am not sure why ASUS is saying that they received only 2. I have picture of the packaging and the routers inside which were sent. This is so wrong, where first ASUS did not include all 4 serial nos. in the *** OR should have given me 2 ****, and then on receiving all 4, ASUS is claiming to receive only 2.

  I would request for a thorough investigation as who opened the package, and how many routers he saw inside, and why only 2 were reported. Also, why all 4 serial nos. have not yet been added, which could be an issue in all these. Kindly look into it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/23/2022

  Good Evening,
  Thank you for reaching out.  I can understand your frustration regarding
  this and I am in the process of finding out what is happening.  I have reached
  out the Repair Facility to find out what I need to do to make sure that you
  have all the RMA's need to do the repairs and that this gets handled as
  urgently as possible.  Due to the Holidays I may be here a response back
  until Monday but I will send you a update as soon as I do.  
  Please just reach out to this email going forward this reaching out to the
  different departments slows down the process and can stop it all together
  at times.
  
  
  Sincerely,
  ************
  **************************************************
  

• Initial Complaint

  Date:11/09/2022

  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 purchaced a asus motherborad and submited my claim for a 30 dollar rebate,,ASUS has sent you a payment Dear ***********************,You have not yet responded to an email regarding a payment that was sent to you by ASUS. The ability to accept your payment electronically will expire on 12/05/2022,,Tracking Number: A08182248832320 | ************* | Aug 18, 2022 Offer CodeClaimedTracking Number *************Aug 18, 2022A08182248832320 AmountPayment TypeStatus $30Chase PaymentPayment Sent Claim Status History DateStatusComments 9/6/22 9:00 AMPayment SentPayment Status is New.9/6/22 8:29 AMApprovedApproved 9/2/22 5:05 PMMail receivedPass 8/18/22 6:43 PMRegistrationRegistration at the chasebank websight it has my wrong cell number so i cant change cell number to reacive my 30 dollar rebate ,, very upset as being a first time customer buying any ******************** motherborads,,i spent over over 230 dollars on a motherborad which i do like but if i cant get my rebate i will no longer buy any asus products ,,my phone ************

  Business Response

  Date: 11/17/2022

  Good Morning,

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

• Initial Complaint

  Date:11/08/2022

  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 computer about two years ago for almost $1,500. Since then I have sent my computer in for a screen issue, a power issue, a s**** stripping issue, a headphone **** issue. Each time I have dealt with customer ********************** they have argued with me about my computer being out of warranty, ignored certain issues, and straight up did not fix my power **** when sent in. Eventually, with enough arguing, they sent me as a replacement refurbished laptop. I was informed I will have another 90 day warranty from when I received the laptop. This computer is now having display issues where the screen is warping and separating (I have not dropped it, or ever exposed it to heat or cold). After arguing with them again, I finally got them to honor that it is under warranty. Yesterday I got an email saying the damage is my fault and I am responsible for it. If I send it in this time I believe it will be my 9th unique service number. (But it is honestly hard to sift through the 70 emails from them so it could be 8 or 10 times).I am tired of fighting them, I have had my computer in working order for barely half of the ownership. Every time I send it back to the service center they have it for at least a month. They delay and lie about how far along they are in the repair. Last time I had to confirm which computer I wanted as replacement 3 separate times before they moved forward. I am in college and heavily rely on my computer (I am a cybersecurity major).I know that even if they fix my display, they are just trying to get me out of the warranty window so they won't be obligated to help me anymore. I want my money back so I can go buy a computer I can rely on. If possible I would also like to receive compensation for the anxiety of dealing with a $1500 paper weight for all this time.I have attached screenshots containing the subject lines for all email exchanges I have had with them. I can provide content of the emails when needed.Thank you so much for your help.

  Business Response

  Date: 11/17/2022

  Good Morning,

  
  I understand your frustration and the inconvenience that you have had with *************** and the replacement of your last unit in September 2022. I am also seeing
  that you are having screen issues and warping and separating.  
  
  
  We did receive some photos of you holding the notebook showing the screen issues.
  we would like to ask for some additional photos where it is sitting on a hard surface,
  all angles of it opened and closed.  Once received we will be able to see what needs to
  be done going forward.  We can also have you send it in to have our Technicians look at
  it for repair.
  
  
  Asus does not do refunds, refunds are only done thru your original place of purchase and that
  would have had to be done with in the time frame that they allow.  Asus did this one time courtesy replacement
  due to the issues that you have had in the past, as this is not something covered under any
  warranty.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18374189
  
  I am rejecting this response because:

  This is the same action they took the past 9 times I have had a defective product.

  I do not want to continue the cycle again and again until it is out of warranty.

  I want my money back so I can go buy a computer that works %100 of the time.

  Additional photos on a flat surface have been attached.
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 12/01/2022

  Good Morning,
  
  I understand your frustration and the inconvenience that you have had with *************** and the replacement of your last unit in September 2022. I also received 
  your rejection for returning your unit for repair or replacement and that you want
  you money back but unfortunately Asus does not do refunds, refunds are only 
  done thru your original place of purchase and that would have had to be done 
  with in the time frame that they allow.  
  
  We can offer you a recertified unit as a courtesy and you will receive a 90 day after
  RMA closed warranty period.
  

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

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18374189
  
  I am rejecting this response because: I have a "recertified" unit right now. Based on this experience I do not trust the nature  of your refurbished computers. I am 6 hours away from the Best Buy I purchased this computer from so I can not go back there. I would be happy to try a 2023 model with equal or better specs and a new 2 year warranty.

   

  Besides a refund, this is the only outcome I would be satisfied with.
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:11/08/2022

  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.

  Date of Transaction: August 10, 2022. POS: Best Buy. Amount: $299.78. Order #BBY01-806668779629. Item: Asus RT-AX86U Dual Band Gaming Router Wifi 6.I have called Asus concerning this router several times, I have changed the channels to different frequencies, changed placement of the router, reset the router to factory, however this router does not perform as the Company advertises on You Tube, Cnet, description on website or the box. I have 1 gig from my ISP which is Charter - Spectrum. My devices placed in the same room as this router goes in and out constantly. Many of Asus techs you get in the evening acts like they don't want to help you, some even disconnect with you if the call is taking too long. And will not call you back. I spoke with a tech this evening and told him I would like to send my router in and have Asus look at it and see if they can tweek it to improve it's performance. I couldn't believe that the last agent I spoke with said if they couldn't repair it they would replace my almost brand new router with someone else's old router that the Company has repared. I explained this router is in the room my daughter works in and she cannot take the chance of being around germs, she has TKD stage 5 and I do not appreciate a Company I have bought so many high end routers from would jeopardize my yougest daughters health in that way. I would think since Covid 19 a Company like Asus would send out used contaminated equipment. The last one they exchanged like that never acted right since, This should be unlawful to send equipment out that *** have been exposed to many types of dangerous germs especially with all the hate groups that have formed since ***** was in office. I am imploring you to reach out to Asus and explain to them this is a serious health risk. My daughter works from home and the router is on her desk in very close proximity of her. I appreciate your assistance to this matter.

  Business Response

  Date: 11/15/2022

  Good Evening,

  
  I understand you frustration and inconvenience that you are feeling due
  to the issue you are having with your router.  I am seeing that you have
  a ******** set up for you to send your router in to be looked at. 
  I see that you were sent the *** instructions and the prepaid label
  to send in the unit. Once the technician has gone thru the process of
  seeing what the issue could be we will repair it or contact you for additional
  direction.
  I can certainly understand your fear about germs, but our repair facilities
  have to work in what is called clean rooms.  They can't have anything in 
  these rooms from outside and they have to wear protective gear due to
  when the units are open there can't be any static or dust getting into
  them.  So we do go thru a clean environment when doing repairs. 

  
  Sincerely,
  ***** S
  **************************************************

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18373207
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/23/2022

  Good Evening,

  
  I am reaching out today due to your rejection.  I apologize for your frustration and
  the inconvenience of your router going in and out. But, I want to let you know that out Recertified unit's are not used -
  The recertified unit you will receive comes direct from the manufacturing site and has not been used by any customers but may have new and/or remanufactured parts inside the unit: however we cannot classify it as a brand new unit since these are warranty units that are not intended for resale. This is also standard or common practice for most electronic devices when utilizing the manufacturer's warranty. For more information regarding the warranty for your ASUS product(s) you may visit https://www.asus.com/us/support/.
  
  
  If we cannot repair the unit then yes it will be a recertified replacement but the *** would 
  need to be for repair per the manufactures warranty process. Under the ASUS warranty policy, 
  we do not provide brand new replacement units.
  
  I would be more than happy to start a *** to have you send in your unit so that we can look
  into what is wrong with it and repair it if possible.  If you would like to proceed with this please 
  reach back out to us.
  Sincerely,

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

• Initial Complaint

  Date:11/07/2022

  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 ROG-STRIX-RTX3070-O8G-GAMING graphics card from Newegg. After using this for about a year, I've seen some issues where my PC is unable to detect the graphics card in device manager. Which I then successfully contacted ASUS's customer ********************** and got an RMA for it. I sent in the graphics card on 10/25/2022 and I have reached out to your customer ********************** online chat for a while now. They've informed me that my case was escalated and that I would receive information within the following ***** hours. Since then it's been nearly 3-4 days and I still haven't received any sort of information on whether or not it can be fixed or replaced. I feel like I have to continue to wait for weeks or maybe this will turn into months. I just spoke to them today, again, and they keep giving me the same response. That there is no ETA, my case has been escalated and nothing else. Case No=N2210029619-0009.

  Business Response

  Date: 11/15/2022

  Good Afternoon,

  
  I understand your frustration and inconvenience that you have had with your RMA process.
  I am seeing that we did receive a graphic card and that they are having a issue due to the
  fact that it doesn't show a serial number so the process has been put on hold.  At this time
  we are needing something that the card came in that has the serial number on it, the original 
  box, a label, something.  The other issue is that the case was under ************************* with your email
  but there was no verification that was for you in the case.  Can you verify that you are the one that
  should be main on this case for this RMA.  Please send anything possible to help us with the
  graphic card.
  
  
  Sincerely,
  ************
  **************************************************

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18370802
  
  I am rejecting this response because:
  

  Hello, thank you for responding back to me. The account was under ************ since this was my burner account for my email address. As for verification, yes I am the one who is responsible for this case. As for the serial number, I do have the original box with me. Is there a way I could send you a photo with the serial number? 

  Thank you. 

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

  Business Response

  Date: 11/17/2022

  Good Morning,

  
  Thank you for reaching out.  I appreciate the clarification on the names.  Do you still want your account under *******?
  Yes you can send in photos of the original box with the Serial Number.  You will
  find what you are needing here:

  
  Sticker label on the side of the package box
  
  PHOTO ATTACHED. 
  
  You can attach it and send back to this email.

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

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18370802
  
  I am rejecting this response because:

  Hello, thanks for writing back.

  I have currently attached the serial number along with the original box that it came with. As for the name, I'd like you to change it to ******************* if that is okay. The purpose of ************************* was just a burner g-mail account, my apologies.

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

• Initial Complaint

  Date:11/03/2022

  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.

  10/17/22 RMA Warranty request filed with ASUS regarding a monitor still under warranty with a complaint of green/pink lines. Monitor was still usable, but becoming a nuisance in certain situations. Monitor was packaged with bubble wrap and secured in a box and sent to the local Dollar General for a ************. 10/20/22 Monitor received at repair facility and diagnosing process started. 10/21/22 Repair Quote sent to email with pricing for parts/labor/shipping and stated that monitor was not a warranty replacement due to negligence and attached photos of the monitor in a different condition from when it left my hands when ***** picked it up. 10/21/22. Was advised by ASUS to send pictures of monitor in a working condition to prove I was not sending a bad monitor, which I completed and sent back.10/25/22 Received notification that a claim was filed with ***** and I would hear something back within 14 days 10/26/22 Email received with a notification that RMA repair was complete, product was tested and is being shipped back to me.10/31/22 Monitor arrived via ***** hooked monitor up and it was in fact not repaired and a paper was in the shipping label that stated that customer wanted monitor back unrepaired. It was the same way as the pictures they sent me with the quote ticket.From this point every day since 10/31/22 I have been on the phone with ASUS attempting to get situation resolved. I have been told several different stories from different technicians, and have been told on 4 different occasions that my ticket has been escalated and a supervisor will be contacting me. No one has called, but they send emails regarding the attempt. ASUS stated that since ***** declined the claim for a damage in transit, I would be responsible for the repair bill and have only been offered a 10%, 20%, and 30% discount. Mind you the quote of $241 would be *** discounted at $168 (ship broken monitor back for repair). Amazon has same monitor for $165.

  Business Response

  Date: 11/10/2022

  Good Morning,

  
  I apologize for the frustration and inconvenience that you are having
  with you Monitor and the *** process.  I see that you have been given
  you a few options up to a 30% discount.  I understand that this doesn't 
  seem like a lot of difference.  At this time we can waive your shipping cost and
  offer a 40% discount.  This is the maximum courtesy one time discount that
  we would be able to give.  If you would like to proceed with this, I will be
  happy to get this *** started for you and I will send out a Prepaid label for
  you to send your Monitor back in.  Once you receive the quote all you will
  need to do is DISPUTE this quote and let us know and we will give you that
  discount. 
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:11/02/2022

  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'm writing again in regards to a complaint I've previously filed against ASUS Computer due to the problems I had with a motherboard made by them. The original complaint number is ********. I'd requested my motherboard be replaced or repaired and at the conclusion of the previous complaint, ASUS agreed to do a one-time swap and send me a new motherboard. I agreed to that resolution. After my agreement I've not been contacted by ASUS about the replacement, nor have they responded to my inquiries about the replacement. It seems since the original complaint was closed that they are not planning to honor their solution. I apologize for opening this again, but the original complaint is now listed as closed.

  Business Response

  Date: 11/03/2022

  Good Morning,

  
  I am reaching out to let you know that I have started a RMA for you.  
  Your RMA number is USPCNB0400 and you should have received a
  email with the instructions and the Prepaid Label from FedEx.  I hope 
  you have a Great Day!
  
  
  Sincerely,
  ************
  **************************************************

• Initial Complaint

  Date:11/02/2022

  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.

  9/26/22 $665.65 Item Bought: ASUS ROG Strix RX6800XT Graphics Card I bought this product from ASUS and it was shipped to me via ****** However, I did not receive the product since it was not at the designated location to where ***** had placed it. I informed ASUS and contacted even their corporate office but I was told that there was nothing that they could do about it since ***** had supposedly delivered the item and that the proof was a photograph of the package in front of a ********* expected that ASUS would at least be helpful in trying to work with me but they have shown only poor customer ********************** and satisfaction. I would like to receive a refund for the product, since I did not receive it. I should not have to pay for an item that I do not have.

  Business Response

  Date: 11/10/2022

  Good Morning,

  
  I understand your frustration regarding this delivery issue of your new
  product that you have purchased.  I did review your cases and see that
  FedEx and the eShop did investigate this delivery and because it was
  delivered to the correct location with no issues that we won't be able
  to refund this.  I apologize for this situation but we can **** that 
  graphic card as stolen and the warranty won't be effective for that.  
  You may be able to contact your home owners insurance also due 
  to this theft.  
  
  
  Sincerely,
  ************
  **************************************************