ComplaintsforASUS Computer International

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is denying a fair replacement after saying I was deserving of a replacement. They're not honoring the warranty, only trying to offer cheap ways to get out of it. I have dozens of emails over hte past year as proof of lies and deception and manipulative behavior from this company, I can forward emails as proof to any email i am given.

  Business response

  08/31/2021

  1.) Replacement to the PG43UQ.
  
  2.) Replacement to the PG35VQ.
  
  3.) Buyback of the PG27UQ for the original purchase price paid, plus any sales tax paid. The original unit would need to be sent in for processing and purchase invoice would be required.
  
  4.) RMA for repair.

   

  Customer response

  09/01/2021

   
  Complaint: 15816954
  
  I am rejecting this response because: you're a broken record that loves to waste time. You've already tried to repair and you failed so you said it was going to be replaced and all you've tried to do is give me completely inadequate Replacements when you have the option to not do that. The monitor it should be replaced with has come in and gone out of stop two times while you guys have been running down the clock just like you threatened you would do . Quit giving me **** and let me talk to your boss.
  
  Sincerely,
  
  ***********************

  Business response

  09/03/2021

  ASUS has already provided multiple viable options to resolve this issue. The demand for a product that far exceeds the value of the original product is firmly denied. There is nothing more that ASUS can provide if all resolutions are rejected.

  Customer response

  09/03/2021

   
  Complaint: 15816954
  
  I am rejecting this response because: All options have been far inferior when the only requested item is the only item that matches specifications in your lineup today. The value does not exceed the previously noted value of 50% over msrp. I will be satisfied with being put on a list of backorders to receive the PG32UQX when the item becomes available for the third time since this case has been started.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asus once again refuses to honor my warranty on there products. I file a complaint not that long ago about this and came to no resolution. This was the previous Complaint ID ********. This time I sent them the egpu for repairs and they are refusing to fix it due to a mix up on there part. I sent the correct serial numbers to the device and now they are saying the serial number is to a laptop. A laptop was never involved with this discussion. I also sent them proof that this serial number came from the egpu device. At this point I am so disappointed by this company. All I want is my egpu to be services. And if they refuse to service it, even though it is under manufacture, then I want my money back as I did purchase this device through ********************.

  Business response

  08/31/2021

  I apologize for the issue with a whining noise coming from your external graphics processing unit, and the frustration this has caused. I show that Serial Number *************** was provided for the **** but this Serial Number is for a Gaming NB -> ***** Series -> GV301QH, and not for your eGPU. This has caused a delay in the repair process, but we can add the correct serial number to proceed with the repair. Now, our repair team is requesting that you send you notebook to our repair facility so that we can troubleshoot and test your eGPU. If you are unable, or unwilling to send your notebook in, then we will have no choice but to send your eGPU back to you unrepaired. I have sent ***** Tracking number(s): ************ to your e-mail to allow you to send the notebook in.

  Customer response

  09/01/2021

   
  Complaint: 15815840
  
  I am rejecting this response because: the laptop should have never been involved in this request. I need the egpu fixed, not my laptop. I dont understand why they are requesting for it as it is completely separate from the egpu. They are to separate purchased completely independent from each other. The serial numbers for both devices are completely different. I cannot send in my laptop as I use it for work. They have already taken so much time from me regarding this issue. I believe it is completely unnecessary to need my laptop to fix this device. I dont get how they cant fix there own device without needing my laptop. That doesnt make any sense to me whatsoever. As this point I feel as if they are not honoring the warranty on this device and I am once again being denied my warranty. These device are independent of each other and were purchased that way. They have separate serial numbers and its not my fault someone else put a laptop serial number on a graphics card. I am tired of the excuses from asus. Asus is literally doing everything to not fix my egpu and to refuse me services. There is no reason they cant fix this. The egpu is a standalone product and should be treated as such. 
  
  Sincerely,
  
  *****************************

  Business response

  09/07/2021

  I apologize for the issues you experiencing with your ASUS product, and I understand that our repair team is requesting that you send your notebook in to fully troubleshoot the problems that you have described.
  Here is the descriptions of the issue that was provided when the *** was created:
  Every time I move the wire connecting the laptop to the dock, the hdmi and Ethernet cut out and no longer work. I also have to restart my laptop several times just to be able to unplug it correctly without messing up anything. Also not all of the *** ports work correctly. Some of them are showing as being only usb 2.0 when all of them should be usb 3.2.
  You can see that the operation of the dock is dependent on the operation of the notebook and the cable used to connect them.
  If every time you move the wire connecting the laptop to the dock, the **** and Ethernet cut out, then we would have to determine if the issue is in the port on the notebook, the wire, or the port on the external GPU.
  If you have to restart the notebook several times before you unplug it, then we will need to diagnose the notebook for that issue as well, as it may not be shutting down properly.
  The *** ports on your notebook are *** 3.2 and are backward compatible to *** 2.0, but if you are seeing that your ports are only *** 2.0, then our repair tech will have to diagnose that to verify if there is some malfunction with the hardware or *** drivers.
  Our repair team has tested your dock, but found no issue with the device, and therefore, the notebook will need to be sent in to test both devices together so the issue can be duplicated by a technician to fully diagnose the unit based on the problem description provided. If you choose not to send the notebook for full diagnostics to resolve all issues you have described, then we will return the dock to you after checking the basic functions, and if the issues persist, then a second *** may be required to address the issues, but we will be happy to assist.

  Customer response

  09/17/2021

   
  Complaint: 15815840
  
  I am rejecting this response because:
  I don't have a laptop to send in and I keep telling them this over and over again the laptop belong to a friend this was supposed to be a gift for them. All I wanted was this device *********************** and fix and they keep refusing to do it. I bought this device with a one year warranty only to be refused warranty multiple times. They should be giving me a refund because since they apparently fix the device. All that it had wrong with it was a faulty wire and that was all that needed fixing on it. Plus I know this guy is lying because they device hasn't even been touched according to other asus customer representatives including the ceo. They are refusing to fix it. At this point I am filling a case for small claims court as I am done with this mistreatment. All I wanted was a fixed device or a refund and instead asus has to blow it up in my face and be greedy jerks. The amount of anxiety this has given me is ridiculous. I went through all correct channels and bought this device through ******************** only to be screwed over in the end because I'm suppose to send in a laptop that I never bought or was sent with this device. This was supposed to be a gift for a friend and now asus has ruined that and couldn't care about it. Asus doesn't care about its customers. It's really annoying to explain the same thing over and over again and be given the same answer. If I had a laptop to send in with it then I would have. But I DO NOT HAVE A LAPTOP FOR THIS DEVICE!!
  Sincerely,
  
  *****************************

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the computer from *********** online store and didn't have time to set up the system until a few months later, thinking quality like **** and ****** systems. When I set up, the system batteries were at the lowest of 45 degrees celsius, averaging around 50 degrees celsius. Concerned that it would blow up and cause injury to someone. Contact the company, and all they were interested in were paperwork and didn't care about the issues. I asked for a refund as this system, and the company is horrible.

  Business response

  08/31/2021

  I apologize for the issue with your battery running hot, and I understand you are requesting a refund. Unfortunately, the warranty does not cover refunds. If you want a refund, you will need to go back to the place where you spent the money to purchase the product. The ASUS warranty will cover the cost to repair the unit. I see that ************** was issued to allow you to send the unit in for repair, and a shipping label was provided to send it in. Please follow our warranty repair process to have this issue resolved, and we will be happy to repair the unit, and send it back to you.

  Customer response

  09/02/2021

   
  Complaint: 15811569
  
  I am rejecting this response because: Unfortunately, thinking that the laptop was same qualities of ***** HP, and ****** which I purchased in the past had no problems didn't open it and they wouldn't take it back as past 30 days ********* store which I have purchased many systems and no problem with quality like current Laptop!  I paid good money for repaired or reburished products isn't a good customers service?  Had I wanted that I would have done it at considerable discounts!  If we don't come to a reasonable resolutions, I will pursuite legal or governmental route because I don't think it is right what you guys are doing.  It is a health concern of exploiding batteries! 
  
  Sincerely,
  
  *********************

  Business response

  09/16/2021

  You will need to follow the *** process by sending your device in for repair, and your issue will be resolved. You are welcome to explore any other means you feel is appropriate to resolve the issue, but ASUS is providing a warranty repair that will fix the unit.

  Customer response

  09/17/2021

   
  Complaint: 15811569
  
  I am rejecting this response because:  They are not the customer's focus!  I am sad by their inflexibilities; NO one wants to purchase a new computer and needs to be sent back to be repaired, which means refurbished.  IF I wanted a refurbished unit, I would have looked for one and paid less for it!  
  ASUS will ONLY deal with repairs, even if the potential of the battery exploding?   
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughters purchased my Asus laptop computer for me as a Christmas gift on or about 11-20-27, 2020. I was tutoring students online and they could not see me while I tutored. It turned out that my camera on the laptop could not be located. After technical support, we had to send the computer back for repair around March 2020. It was returned after about a month. I was doing a tele-med appointment in August, and I could not get the camera to work. The message we got was still saying the camera could not be located. We assume the repair to my computer was never made as the problem persists. I cannot even fill out the *** to send it back the second time because the city and state fields won't propagate for me to get the form.My resolution is: I believe it is a hardware problem and Asus needs to send me a new computer or repair the computer correctly. They said they don't send out a new computer, yet they continue not repairing the old one.

  Customer response

  08/30/2021

  My question to ASUS is:  Why are we having to pay the postage to send the computer back to them?  This is the second time we are sending it back for repair.  I feel it is ridiculous we are paying to send back their malfunctioning computer.

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

  Business response

  08/31/2021

  I apologize for the issues with your computer and the need for a repair. I have sent a ***** shipping label to your e-mail. Please use that label to send your unit to us for repair.

  Customer response

  09/01/2021

   
  Complaint: 15795706
  
  I am rejecting this response because:  Yes, the business sent me a ***** label.  But I have to pay to send my computer back for repair.  I do not think that is right when it is the product that is faulty and they are responsible for making sure it works.  Further, this is the second time we have had to send the computer back for the same issue.  The issue was never fixed, the computer was kept for over a month, leaving me without computer access, and I think it is now time for this company to replace my computer with a new one.  Otherwise, I am caught in a never-ending loop..issue is not fixed, send for repair at my expense, get computer back still unrepaired, send in again, etc.
  
  Sincerely,
  
  ***************************

  Business response

  09/03/2021

  I apologize for the issues you have experienced with your camera not working. I see that this unit came in for a camera issue on the last repair, and our repair team fully tested the camera to determine that it was working properly before it was returned. If your camera is not working now, it may be due to a software issue with the program that is being used, and not a malfunction of the hardware, but that would need to be diagnosed by a qualified technician. The warranty does not cover the replacement of the notebook as a camera repair is typically a minor repair. There will be no cost for the repair as it is covered under the warranty, and a shipping label was provided to send it in. You may want to contact the software developer for the camera app that you are using to see if they have any suggestions to get the camera to work. I do apologize if there is a need for a second repair, but the unit must be sent in if you want ASUS to resolve the camera issue for you per the warranty terms.

  Customer response

  09/04/2021

   
  Complaint: 15795706
  
  I am rejecting this response because: 

  1.  I have already paid once for the FED EX shipment I made for the previous "repair."

  2.  The business stated the camera repair is minor.  If so, why wasn't the repair made the first time I sent the computer back?

  3.  If this is a software issue, I am only using the software that was provided with the computer. I am assuming your technicians looked at that the first time the computer was sent back.

  4.  In the settings on the computer, when I click on the camera option, it states "We can't find your camera."

  5.  It is up to the business to find out whether it is a software issue.  That should be able to be fixed over the phone.  It was not, and for that reason, the computer had to be sent in.

  6.  The business has not offered to provide me with a loaner computer.  The computer was gone for over a month the last time we went it in.  That is an unacceptable amount of time for me to be without a computer.

  7.  It will only be determined if the shipping charge is prepaid by ASUS when we go to the ***** store to mail the computer back.

  8.  For me, this issue is still unresolved.  I would like the Better Business Bureau to still list my complaint as such.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After doing thorough research from various resources, the best option was to purchase the Asus AX6600 ZenWiFi AX Tri-Band Mesh Wi-Fi System. Previous to the purchase of AX6600 I owned the **** (it was slow but never had any problems and customer ********************** was excellent). I purchased AX6600 in June 2021; the initial setup was challenging but not overwhelming. for the first 2.5 months, this system worked great! However, during the third month, I started to notice a degradation of 500 Mbps from the modem to this router by 86 percent (or down to 70 Mbps). I called Asus Tech support and the following occurred:1) The Tech rep from PI was completely unprofessional, you could hear him texting to another person or his personal phone kept ringing. 2) He would put me on hold to answer his personal phone calls. 3) For the next four days, I nearly spent over 14 hrs to resolve challenges to improve/restore the router to max ******** with Tech Reps without success. 4) Since we are teleworking

  Business response

  08/26/2021

  I apologize for the quality of the support you have experienced, and the frustration you must have felt. I will send this information about your support experience over to our Quality Team to review,and take the appropriate actions to correct any unprofessional behavior, and to improve the quality of support we provide to our customers as we sincerely value you as a customer, and we appreciate your feedback concerning this issue.I also apologize for the diminished speeds you are experiencing on your network. There are many factors that *** affect your network speeds, and it *** be nearly impossible to troubleshoot every possible cause that could affect your network speeds over the phone or chat. Network speeds can be affected by your internet service provider, the modem in your network, the cables used to connect the router, the number of devices you have connected, the number of users you have using the network, the websites and applications you are using, there *** be other signals in the area causing interference, the range your wireless network is working at, and any obstacles between your router and wireless devices, as well as if you are connecting to the 5Ghz or 2.4Ghz frequency. I can suggest updating your firmware, resetting your router back to factory default (requires setting up your setting again), and changing your wireless network passwords in the case someone could be stealing your bandwidth while connected on your network. If you would like to continue to troubleshoot this issue, you *** reply to the e-mail I am sending to you.

  Customer response

  08/27/2021

   
  Complaint: 15788438
  
  I am rejecting this response because:  

  - It seems that it is a system generated email

  - In detail, I have explained what the issues are with this product.  In fact I have spent nearly 40 hrs  (three weeks) with Asus Tech Support and they were unable to resolve technical issues.  

  - Please note, my internet speed up to the modem is 500 Mbps and the Asus router is broadcasting on 15 Mbps...This means that diminish rate is over 97 percent.  

  - What is the ask:  I want Asus to replace my unit because it is still under warranty for another nine months...I will not accept a refurbish unit.

  - Here is my mobile number: ************

  
  Sincerely,

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

  Business response

  08/30/2021

  I apologize for the issue with your slow wifi speeds. I see that your replacement should be shipping to you within the next couple of days to resolve this issue. Please reply to your e-mail if you have any further questions or concerns, and we will be happy to assist.

  Customer response

  08/31/2021

   
  Complaint: 15788438
  
  I am rejecting this response because: The poor Quality of the ASUS ZenWiFi AX (XT8) AX660 has affected my children's schooling and my telework workload.  In addition, Asus is asking to pay for the return shipping of the faulty product. The question is, why did it take three weeks (~40 hrs of phone calls/ 40 emails) to replace the defective unit and then charge me shipping costs to return the product.

  If I have to pay to ship the faulty unit, would you please Reimburse me for 40 hrs of troubleshooting/ purchasing a new modem, two Of Ethernet cables?  FYI: my unit is less than three months old.
  

  Or simply send me a return shipping label (free of charge).
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a motherboard (Prime Z390-A). Working with tech support it was determined to be defective. Their solution was to RMA it back, once received they would send me a **************** ****** A used board that was repaired, not replace with a new one. Despite escalating this issue they will not provide me with what I purchased, a new mother****** I didnt purchase a remanufactured board nor should I be forced to receive a repaired unit. They refused stating policy, etc. Even their supervisor agreed if this was a car he would never accept this solution, so why any of their products.Im happy to exchange this defective motherboard for a new sealed unit.

  Business response

  08/26/2021

  I apologize for the issue with your BIOS/Drivers not updating properly, and the need for a repair. I know this must be frustrating.I understand you are requesting a New replacement. Unfortunately, our repair center does not provide any New replacements in the original sales packaging.All replacements will be of equal or greater value, and are guaranteed to be in working condition, and will retain the same warranty as the unit that is sent to ASUS. If you would like a New in-box motherboard, you will need to work with your reseller/distributer to utilize your return policy for a Newreplacement. If you would like to send your unit to our repair center, we would be happy to assist in creating the Return Material Authorization (***) and sending you the information to send the unit in. If you would like to proceed with a repair/replacement at an authorize ASUS repair center, please contact our Support Team at ************, or submit the *** request on our website at this link: https://www.asus.com/us/support/

  Customer response

  08/26/2021

   
  Complaint: 15788190
  
  I am rejecting this response because:  ASUS is only providing a used repaired unit for the failed system I purchased new.  I do not accept their solution of giving me back a used repaired unit. This would not be acceptable if it were a car would it?
  
  Sincerely,
  
  *********************

  Business response

  08/27/2021

  Please contact our Support Team at ************, or submit the *** request on our website at this link: https://www.asus.com/us/support/

  Customer response

  08/27/2021

   
  Complaint: 15788190
  
  I am rejecting this response because: Same solution, they will replace my new motherboard with a used repaired one.  I did not purchase a recertified repaired board I purchased a new board.  Its horrible they do not give their clients the service they deserve. I wont do business with ASUS again.  The level 1 support is reading the tech articles available to the public, level 2 never called until I asked for a supervisor.  Then they will only give me a repaired board.  That's bad service and bad business. 
  
  Sincerely,
  
  *********************

  Business response

  08/31/2021

  I understand you are requesting a new in box device. Unfortunately, ASUS repair center will not provide a new inbox unit. ASUS will provide a repair or replacement per the terms of our warranty, but if it is a replacement, it will be a factory recertified motherboard. ASUS does not sell directly, so new in box products are not kept in stock, and cannot be provided. It is entirely your choice if you would like to proceed with the warranty repair process, or not. We will be happy to assist if you would like to proceed.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had sent my phone for repair on June 27, 2021. Although the shipping shows that the phone reached there on 1st of July, the didnt acknowledge it July 7. I had to contact them twice for that.Then there was no update for quite a few days. Later I received the email that the camera is faulty, which wasnt even the cause i submitted for, still I agreed.Then they were waiting for parts till july 27. Then the wait was extended to August 7th, then there was no update for more than a week till I escalated the issue again. On 17th August I received a confirmation that the parts have arrived and the phone is in repair. Today as of 20th August, 2021, I again receive email saying they are waiting for part. I could get a clear idea about what has actually happened to the phone. Moreover whenever I ask my phone back they ay it would still take ***** business hours i.e. 3-6 business days just to respond if they can send my phone back.The phone is one of the last memories of some one special!

  Business response

  08/25/2021

  I understand how frustrating it must be to have a repair take longer than expected and I would be just as aggravated. I looked into the current status and it appears they are still waiting for to a part to arrive to complete the repairs. I apologize that this has taken longer than expected but I can assure that we are doing all we can to have your device repaired and working properly.

  Customer response

  08/25/2021

   
  Complaint: 15782438
  
  I am rejecting this response because, the last time I had escalated the issue, i had received a response stating that the parts have arrived and repair is in progress. Attached is the copy of email stating the same. Please explain the discrepancy in your then and current  responses.

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

  Business response

  08/30/2021

  I apologize for the time it is taking to repair your phone.This phone has been out of warranty for nearly two years, and it is zoned for the Asia Pacific/Asian Continent region, and is an ***** exclusive model. This phone is typically not repaired in the United States, and parts for this device are not stocked in the United States. All parts for this device have to be special ordered, and shipped to the United States at ASUS expense. This unit should have been rejected for repair in the United States, but we are working to repair this unit as a courtesy. Parts for this device may take up to 3 months to be received by our repair center in the United States due to corona virus shipping restrictions, and the customs process for shipping internationally.I show that this unit is waiting for a ********** replacement. There was one ********** that was ordered, but it happened to be the wrong ********** for this device, and it failed out testing process. So, the unit is now in wait status again, after a brief period of entering the repair status. This ********** has been ordered, and we are just waiting to receive it. Extended wait periods are expected to get parts for this unit that should have been referred to a repair center in *****. If you are willing to wait for an extended period of time, we will proceed with the repair process once we receive the part,otherwise, we can have the unit sent back unrepaired. Again, I apologize for the extended wait periods, and I assure you, we are working to have this unit repaired as soon as it is possible, pending parts availability.

  Customer response

  08/30/2021

  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

  08/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Asus — Asus CX1500 Chromebook Purchased thru Walmart May 31, 2021. Worked twice and when I logged onto Navy Federal, someone else's username and password populated. This computer is NOT NEW!!! Now, 8/17, it won't power up even after being charged all night. I want a new computer, not a used one!!! I called the bank and reported this to the fraud department. Walmart order#[protected] $249.71 SN:M3NXCV188529128 If I don't hear from you satisfactorily, I will report this to BBB, Yelp and anyone else who'll listen.

  Business response

  08/18/2021

  I apologize for trouble you are currently having with your laptop and I would be just as concerned in this situation. What we can do for you is create an RMA for your equipment to be sent to our repair facility, from there we would make the repairs and have the memory on the device wiped of previous data back to factory. We look forward to finding a resolution for you, thank you and have a wonderful day.

  Customer response

  08/19/2021

   
  Complaint: 15771039
  
  I am rejecting this response because: I did not purchase a USED laptop. I purchased a NEW, UNUSED laptop. Thats what I want. I will return this piece of used c*** you fraudulently sent me when you reship what I ordered.
  
  Sincerely,
  
  ***************************

  Business response

  08/23/2021

  I apologize for the issue another users information being stored on your computer, and the frustration this has caused. Unfortunately,ASUS takes no responsibility, and is not liable for the condition of your software when the unit was not purchased directly from ASUS. Since you purchased the unit from ******** all requests for a replacement will need to be referred to ******** ASUS will honor the warranty by offering an in warranty repair to wipe all of the old data, and reinstall your software. Please refer to these options:
  1. Contact ******* for a replacement.
  2. Contact ASUS for a repair.

  Customer response

  08/24/2021

   
  Complaint: 15771039
  
  I am rejecting this response because: I prefer you create an RMA for your equipment to be sent to your repair facility, from there make the repairs and have the memory on the device wiped of previous data back to factory. 
  
  Sincerely,
  
  ***************************

  Business response

  08/30/2021

  I apologize for the issue with the data previously left on your computer. RMA USBVM80946 was issued to wipe the data and reinstall the operating system to resolve this issue. I see the unit is in transit to our repair facility, and is scheduled to arrive on 9/2/2021. Please allow 7 to 10 business days for the repair to complete once we have received the unit. Please reply to any e-mails sent to you from ASUS, and you may reply with any questions or concerns you may have, and we will be happy to assist.

  Customer response

  08/30/2021

  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

  08/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ASUS laptop and travel doc ordered 7 30 21; delivered 8/5/21; cost $1241.18 Does not work. After 5 hours with ********* tech support (confirmed not windows 10 software issue) and than ASUS tech support both 8 14 21 calls; the laptop fails to see available networks and it is a hardware failure (wifi adaptor failure). I ordered an ASUS Monitor on 8/11/21 totaling $180.83 & cannot use it as laptop failed. Total of $1422.01 for both orders Based on my interface with ASUS I have no faith in their equipment. It is less than 10 days and this is a major hardware failure and no offer for refund/replacement. ASUS tech support reference number is N2108016881-011. I want a full/ refund and want them to pay for shipping to return all equipment. ASUS Order numbers for laptop/monitor are: ************************************

  Business response

  08/17/2021

  I want to apologize on behalf of ASUS for the troubles you have been having. The quality of the equipment you had received is unacceptable to our standards of perfection that we strive for everyday. The best way to start this process would be to contact our e-store at ************** to begin the return process. Please reach back to us if you have any questions or concerns. Thank you and have a wonderful day!

  Customer response

  08/18/2021

   
  Complaint: 15762609
  
  I am rejecting this response because:they are not addressing the refund requested for the equipment (laptop/dock/monitor).  what is the status of the refund or are they not providing one for their equipment; they do not state any pertinent information relative to the complaint solution
  
  Sincerely,
  
  ***********************

  Business response

  08/20/2021

  I apologize for the frustration this process has caused you and I would be as well. I see that we are currently working to provide you with a refund for your equipment and that we are moving in the right direction to have this resolved once it is received at our facility.

  Customer response

  08/24/2021

   
  Complaint: 15762609
  
  I am rejecting this response because- I have no confirmation you will in fact refund me.  The equipment was delivered to the ********** 24 21 per fed ex.   Please provide the refund amount and a confirmation that it is forthcoming within 7 business days from 8/24/21 and I will be glad to close this complaint.
  
  Sincerely,
  
  ***********************

  Business response

  08/27/2021

  I apologize for the issues you have experienced with connecting to the internet. I show your unit has arrived at our repair center to process a refund. Please allow approximately 30 business days for the process to complete and for the refund to be issued.

  Customer response

  08/28/2021

   
  Complaint: 15762609
  
  I am rejecting this response because: I expect a refund quickly and upon receipt of a refund I will be glad to close this complaint but the fact it takes 5 days to ship a unit yet 30 days to process a refund is yet another indication of poor customer ********************** and use of a customers funds to use as float or worse yet incompetent accounting practices.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My story begins with motherboard manufactured by ASUS. I had originally bought the motherboard a little over a year ago (for $189.99), when the onboard LAN functionality stopped working. The warranty period was for 5 years, so I was well within that time frame. I decided to send it in for repair to **************, **. About a week after it arrived there, I received an email stating that my motherboard had incurred damage and was a total loss. Included in the email was a picture of what appears to be a set of two solder pads where two small SMD capacitors had been scraped off. Also in this email was a repair invoice for just under $300 (keep in mind that it was $189.99 brand new). I disputed the claim, knowing full well that I hadn't damaged the motherboard before sending it out and that it was well packaged upon doing so. Thus began my long correspondence with ASUS' "Customer Support Team"... Fast forward to today, I still don't have a motherboard, and no one has been of ANY help.

  Business response

  08/18/2021

  Currently pending resolution, please direct all questions and concerns to our CEO department. Thank you and have a wonderful day!

  Customer response

  08/25/2021

   
  Complaint: 15760601
  
  I am rejecting this response because: ASUS did absolutely nothing to help. They repeatedly tried to charge me well over MSRP for the 'repair', and then stated that they could replace my motherboard, with a refurbished one with no warranty or guarantee that it would be in working condition, for what I paid for a brand new one in the first place. Even after providing pictures of the motherboard in fine shape (other than the issue with the onboard LAN) before it was shipped out, I was called a liar.
  
  Sincerely,
  
  *********************

  Business response

  08/27/2021

  This issue is resolved. ASUS is returning the motherboard unrepair per the customer request.
  Please note that all replacements are guaranteed to be in working condition, and all replacements retain the same warranty as the product that is being replaced.
  ASUS has rejected the photos that were submitted for two reasons:
  1. The dates on the photos were after the date that we received product at our repair center.
  2. The numbers on the on the product in the photos do not match the numbers on the product at our repair center.

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