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Business Profile

Wholesale Computers

ASUS Computer International

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Computers.

Important information

Complaints

Customer Complaints Summary

  • 518 total complaints in the last 3 years.
  • 147 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My ASUS ROG laptop has just been bought for 4 months, and the screen has a dead pixel and sent it to warranty.After the computer was sent to ASUS, the technician said that my *** was broken but I'm pretty sure my computer didn't have any problem with the *** before I sent it to ASUS. And my RMA LIST doesn't say anything about *** repairs either, so I told them please don't repair my ***, just install them back in my computer as same as I sent it over and send my computer back to me. Then ASUS took my *** off my laptop and sent it back to me in a bag. The current situation is that I can use my computer normally before I send it to ASUS for repair but now I got a bunch of scrap because the laptop doesn't have any hard drive, I can't use my laptop anymore and I don't know how to take it apart and put the *** back in just because I didn't agree to pay to fix it! ASUS does not intend to pay this responsibility, they said because the *** is a third part device. First of all, I didn't need them to disassemble my *** because I didn't say anything wrong with my ***.Secondly, it is very likely that the *** was damaged due to mistakes made by ASUS technicians during the repair process.Third, I don't ask them to fix the ***. I just wish they install my *** back to my laptop as it was installed and I can check the laptop myself if it really has some problems but they can't even do that and don't want to be held accountable.ASUS customer ********************** staff told me to pay for someone to put the *** back in but I don't think I should spend the money for it. I don't even know what happened to my ***, so I came to the BBB for help.Thank you!

    Business Response

    Date: 10/18/2022

    Good Afternoon,

    I understand your frustration due to the inconvenience and frustration that you have had during this RMA process.
    Some of the disclaimers that is sent out with all RMA instructions states to take out any equipment that is not factory installed.

    ALL Products - Please be aware that the product must be sent in the original factory state and should not be returned with any parts that *** have been upgraded or modified.  We will not guarantee return of any original parts after repair.
    Original parts that are replaced during repair will not be returned to you. This *** result in the loss of data if, for example, your hard drive is replaced. 
    Screen protectors should be removed prior to sending the unit for repair, screen protectors that are not removed will be discarded and will not be replaced.
    ******************** - ASUS is not Responsible to you or any THIRD PARTY for loss of data. You are responsible for backing up all data BEFORE sending your product to ASUS.
    So going thru your RMA I see that your LCD was replaced, and the technician had to use a test
    SSD card to see if the unit worked because your SSD cards would not work at the time of testing. That is the reason why they were left out of the unit.

    CD gets replace unit gets to OS and the cx two 3rd party SSD is not detect will detect my TEST SSD I tried each of the cx 3rd party SSD and both will pass OS unit will stop detecting them when trying to OS I used test SSD and was able to get it to OS no issue and never stop detecting my TEST SSD
    (TWO) 3rd Party Part 2TB SSD is in ESD BAG & Taped to unit. Will BE SENT BACK TO CX

    I apologize that you are having this issue and that when doing repairs situations happen and we need to reset the units back to factory settings.

     

    Sincerely,

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

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

  • Initial Complaint

    Date:10/07/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought my ASUS "ROG Zephyrus Duo 16 (2022) GX650" laptop for $2,565.17 USD (Serial No. ****************. It broke shortly after arrival due to a failed BIOS update, which rendered it completely useless, therefore a RMA (number USBVN80657) was assigned to my product, and I was instructed to send it in for repairs. I sent it in via ***************** Postal Service (Tracking No. **********************) and recieved word from **** of it's arrival on the 21st of September. Since then, I have contacted the company's customer **********************/support via live chat on four seperate occasionsregarding the status of my laptop, and have been told on all four that I'd recieve further information via email withing ***** business hours, and that my case priority would be escalated. However, not once have I recieved any word back. Additionally, I have lost the ability to even see the repair status on the online website, with my RMA not showing up. In the last chat I have had with ASUS, I have been told that they themselves do not know where my laptop is. As the laptop had nothing of importance on it, I offered the option of simply being sent a new one, as they had already exceeded the repair time upon arrival of **** days (we are now at 15). I am also open to a full refund.

    Business Response

    Date: 10/14/2022

    Hello,

    We are sorry to hear that you have had trouble getting information on your RMA.

    We are unable to find any record of the unit at our Repair center. We will continue to check for it but because you shipped the device via ***** you would need to file a claim with them for a lost/missing package.  

    Kind regards,
    ****************
    **************************************************

    Customer Answer

    Date: 10/14/2022

     
    Complaint: 18180539

    I am rejecting this response because: I have been told by your customer ********************** on more than one occasion that you had indeed received the the laptop. However the second instance of me being told this was followed with a statement that the laptop was being shipped off to another facility for further repairs. This confused me, however I am lead to wonder if the place I sent the laptop to was the correct place. For I contacted customer ********************** right before I shipped my package to ensure that it was the correct address, and the following adress was given to me: (121 ***************, Dock C, **************, ** *****). As the package was sent to you and was claimed to be received on two separate occasions, I feel I have upheld my end of the deal, and would therefore hope for said repairs to be made. I thank you for your time and cooperation. 

    Sincerely,

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

    Business Response

    Date: 10/21/2022

    Good Evening,


    I would like to let you know that we have located your unit and it has been sent and received in the correct Repair Facility.  
    Once this is received it can take ***** hours for the facility to key in the equipment information, this doesn't include the
    weekends or holidays, to confirm the unit has been moved into Repair status. 


    Once the *** is updated and in *************** standard turnaround time for repair is **** business days, not including shipping 
    time or weekends. We assure you that we will get your unit back to you as quickly as possible! 
    Thank you in advance for your patience.


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

    Customer Answer

    Date: 10/28/2022

    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, so long as the laptop is repaired and returned to me safely. Please let me know when the repairs are complete so that I may pay for the shipping back. Thank you for your help.

    Sincerely,

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

ASUS Computer International is NOT a BBB Accredited Business.

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