ComplaintsforASUS Computer International
Additional Complaint Information
BBB encourages consumers to review the following links. These include ASUS policies on shipping merchandise and merchandise repair.
https://www.asus.com/us/support/Article/1093
https://www.asus.com/us/site/ASUS-Repair-Services/
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought an Asus Rog Phone 3 directly from Asus store website. I realized that the vibration of the phone was not working so I followed Asus process to file an RMA and sent the phone for warranty to their repair center. After 40 days waiting, they told me that the phone had customer induced damage, that the warranty was voided, the phone didn't even turn on and they had to replace the motherboard and that I had to pay $850 to repair the phone. After trying to dispute their decision, I decided not to pay and asked them to send me the phone back without repairs. Once I received the phone, I charged it for 10 minutes and the phone turned on and was working exactly how it was before I sent it for repair (vibration not working). So the repair center was falsely claiming that the phone was not even powering on and trying to charge me with $850 for a phone that just had the battery drained. I'd like to get a phone replacement without going through repair center again as I can't trust them.Business response
05/26/2021
Dear ****** *********,
Please allow me to apologize on behalf of ASUS for the issues you are having my name is ****** and I will be happy to assist.
I have gone in and reviewed the pictures and it looks like the tech may have misdiagnosed the unit as from the pictures we have on file this is related to component failure and not liquid damage. As a courtesy ASUS is willing to waive all fees and repair the unit in warranty. In regards to the replacement request, we would not be able to replace the unit at this time. Please let me know if you wish to move forward with a new RMA.
Please let me know if you have any questions or concerns by emailing me below or responding to this BBB complaint.
I very much apologize for the issues.
Best Regards,
****** *******
ASUS Executive Escalations
Questions or concerns? Please feel free to reach me at ******@asus.com.
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Customer Complaints Summary
569 total complaints in the last 3 years.
208 complaints closed in the last 12 months.