I bought a mother board from ASUS via Amazon on 1.13.23. It has technical problems. When attempting to get technical support from ASUS, they tell me my 3 year warranty has expired & I’m stuck w\ it.
ASUS refused to repair an ASUS Chromebook under warranty, and purchased approximately 03-31-2021. ASUS alleged customer inflicted damage which isn't true, and their sole evidece was a piece of dirt on the exterior of the case. No other allegation was made by ASUS.
The ASUS email provided by their repair facility doesn't accept responses, and there doesn't appear to be a way to contact them in writing.
I had purchased an expensive $500 gaming monitor. Within 4 months of owning it, there was a dead pixel on the screen. I opened a support case with ASUS, and sent my monitor in for repair. As ASUS provided the label, I was not able to add insurance to my FedEx shipment. Upon arrival at the service facility, ASUS rejected my monitor's warranty claim, citing "User Damage". User damage did not exist on this monitor prior to sending it in. I have photos taken directly before shipping that are clear and show none of the indicated damage.
I requested that ASUS file a claim against the shipper, as the damage had not existed prior to shipping. They declined my request. I then reached out to the CEO's office to explain my situation and look for any sort of help, and received none. After a lengthy delay, I was told that it was user damage and I could pay to fix it. I was appalled, and rejected their charge. They are now sending me my even more-broken monitor home.
They DO NOT HONOR THEIR WARRANTY, and will DAMAGE ITEMS in order to justify charging absurd service rates. ASUS has lost me as a lifelong customer, and I am actively advocating against purchasing their products.
In early August I purchased an ASUS ROG gaming laptop GL731 GT for approximately $1,500. It came with an already installed administrator password in CMOS. This did not matter to me at the time of purchase until I tried to do something that required me getting into CMOS. After contacting ASUS technical support and not getting any resolution they asked me to send in the laptop for warranty repair. Warranty repair that was set up and sent in on September 2nd 2020.
I have been in contact with them multiple times between September 2nd and today to no avail. I cannot get a status on why I do not have my laptop back yet all they have offered me is excuses and an extension to my warranty for 3 months. I have now been without a laptop for 2 months with no end in sight. I cannot get a straight answer as to when I will get my laptop back. At this point I do not think it is fair for them to send my laptop back to me and only offer me an extended warranty for 3 months.
The laptop has lost value over the past 2 months I could now buy a new one for $500 less. This is unacceptable and they do not seem to care. I have things I need to get done and need this laptop to be able to do them. Please help me! at this point I would be happy with just getting my laptop back repaired in an expeditious manner.
I bought this monitor (PG27UQ) last year (2018) and it started to have problems where it would randomly shut off during normal use. The only way to get the image to come back on is by unplugging the power cable, waiting a couple seconds, and then plugging it back in. Then it would shut off again about 10-15 minutes later.
I started the RMA process, paid to have it packaged, used the FedEx label their support team provided, and sent it to them on November 12th 2019. It was returned to me on the 22nd and I praised them for having such a quick turnaround time.
But..... then I plugged it in using the same DisplayPort cable I used before (and had been using with my PG279Q while I waited for it to be fixed) and the screen is completely black with minor outlines of what the PC was projecting. The menus won't show up, there's no image, and the monitor is completely unusable.
I went back to the customer support team, sent them a video, told them what the new problem is, and they actually had the nerve to send me graphics and instructions on how to plug in various types of cables.... They also asked me for my phone number... This process started when THEY called ME on my phone. I also provided my phone number in my emails 4 or 5 times.
The kicker is that they insisted that I pay more money out of my own pocket to package the monitor, again, so it could be sent back to them for more repair. I asked to speak with a supervisor (which coincidentally sounded exactly like the previous associate I was speaking with) and he also said they won't pay for the packaging.
At this point I'm getting unbelievably frustrated and angry, so I asked to speak with a manager or someone who I can actually have a real conversation with. Finally when the opportunity arose, I was put on hold for a half hour and they said they couldn't find anyone so they'll have someone call me later.
A day passes, no phone call. I follow up with them again, I get another call from a person who also sounded exactly like the original associate, and they say the same thing. They won't pay for any packaging in order for them to fix THEIR mistakes with the monitor. What kind of company forces the customer to pay out of their pocket so they can fix their mistakes? Is this some kind of sick joke?
The whole experience was like talking to a brick wall. This monitor was $2k and they returned it to me in a worse condition that's completely unusable.
I am 32 years old and this is hands down, without a doubt, the WORST customer service experience I have ever encountered with any product, company, or industry as a whole. While I was on hold waiting for a "manager" to speak with me, their automated phone messages talk about awards, customer service praises, accolades, etc. and I can tell you right now: NEVER buy a product from ASUS. They treat their customers like garbage and they simply don't give a s**t what you have to say about it... the responses are exactly the same, followed by hollowed apologies.
If I could, I would give this product 0/5 stars. As it sits, it doesn't work and it's nothing but a $2k paperweight.
I really really don't think that receiving full compensation to send this product back for repair, so they can fix THEIR mistakes, is too much to ask. Quite frankly, if it was an option at this point, I would LOVE to just send this piece of trash back to them and receive a full refund... but of course there's no way they'll do that if they're not even willing to pay ~$30-40 for packaging so THEY can fix THEIR mistakes... absolutely unbelievable.
In any other instance, the people I've dealt with would be fired for incompetence, rudeness, and a complete lack of care for their customers. Clean up your act, ASUS. This is absolutely unacceptable.... If you want a quality monitor, go buy Zowie products.
I have an ASUS Zenfone 2 cell phone that needs a new battery. I called ASUS and they said they don’t sell to customers.
I then asked them for a name of a company where I could purchase this battery. ASUS said they do not give out that information.
I then asked them to give me a model number of another battery that might be compatible with my Zenfone. Once again ASUS said they do not give out that information.
So here’s the catch. They will put a new battery in if I pay then 70 dollars to perform a diagnostic on my phone. I don’t need a diagnostic. My phone works just fine.
So they want 70 bucks plus the price of the battery! It’s a money grab.
On November 3, 2016, I order an ASUS ZenBook Pro UX501VW-US71 15.6-Inch 4K Touchscreen Laptop from Amazon. It arrived a few days later. The cost of this Laptop was $1,499.00. I added memory to this Laptop and used it for work for 23 months.
Beginning 23 months after purchasing this Laptop, it began to manifest an issue where it would not recognize the Memory that was plugged into the socket provided within the Laptop for this purpose. Restarting the Laptop would allow the memory in the socket to be recognized. This intermittent failure continued for a few weeks, then the Laptop permanently refused to recognize the memory.
The memory was removed and tested in another Laptop of the same make and model. The memory proved to be good. The original memory that was removed to make way for the upgraded memory was plugged back into the Laptop’s socket, but the Laptop wouldn’t recognize it. I tested the original memory by plugging it into the same make and model Laptop, and the memory proved to be good.
Additional troubleshooting was performed on the Laptop. The conclusion that I arrived at was that the socket within the Laptop, there for the purpose of adding additional memory to the Laptop’s motherboard, was no longer functioning.
Without the use of the Laptop’s memory socket, the Laptop was only capable of using one-third of the memory that the Laptop was advertised to be able to support, rendering the Laptop no longer fit for the purpose for which it was purchased. The Asus warranty is 12 months and is a “manufacturer” or “express warranty”.
DETAILS
Conversations with Andrea M from Asus CEO Feedback began on 1/17/2019 and continued 1/22/2019. Asus’s stand at this time was that my Laptop’s warranty had expired, and the best that they could do was to offer a 20% discount on repairs. Without knowing how expensive it might be to have the defect repaired, I politely declined.
After not hearing anything further from Asus regarding the defective memory socket in my Laptop, out of frustration, I launched a website describing my experience with the defect in my Asus Laptop to warn others and collect feedback. The website, myzenbooknightmare.com is still accessible.
Between May 1, 2019, and May 14, 2019, I have had several emails from Asus CEO’s Office. Asus continues to deny any responsibility for the defective memory socket in my Laptop. The best that Asus has been able to do is to blame me for the defect and offer a 30% discount to have it repaired. Without knowing how expensive it might be to have the defect repaired, I politely declined.
RELIEF BEEING SAUGHT
I offered Asus two options for addressing the defect in my Laptop;
Repair the defect for no cost to the consumer. (Similar to how defects are handled in the automotive industry by the recall process)
Replace the entire Laptop with a “used”, “rebuilt” and/or “recertified” Laptop of the same make and model.
Asus has so far declined.
ISSUES TO BE CONSIDERED
Asus’s Warranty: ASUS warrants the Product to be free from defects in workmanship and materials for the Warranty. As indicated by a stamp on the bottom of my Asus Zenbook Pro Laptop, the warranty is 12 months. This warranty is given independently of any statutory warranty that may apply in the country of purchase and does not affect or limit such statutory warranty in any manner whatsoever.
For clarification, this is commonly known as a “manufacturer” or “express” warranty.
I will not dispute Asus’s warranty. In relationship to the defect I am experiencing, Asus is basically saying that they can’t guarantee that the memory socket was correctly soldered to the motherboard of my Laptop, or that it was tested prior to shipping the product from the factory. But if the socket should fail within 12 months Asus will provide a remedy.
IMPLIED WARRANTIES & THE UNIFORM COMMERCIAL CODE
According to Asus’s warranty, one might conclude that I am not owed any consideration for the defect in my Asus Laptop, as the fault was discovered 11 months past warranty expiration. All issues of sub-standard workmanship, incomplete product testing, and lapses in quality certification are neatly shielded for 12 months post purchase. But in the USA, we do have this Implied Warranty test to consider.
Basically, an “Implied Warranty” guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of time. What’s “reasonable” depends on the type of product and the amount you paid. States typically limit implied warranties to four years.
This complaint is not about me asking the Better Business Bureau of Fremont California to render a legal decision. That is not your job! I am just trying to frame my complaint in reference to some measurable standard. I am asking that my complaint be considered by “what is right” & “what is fair”.
The “substantial defect” here is the memory or “SODIMM” socket. The purpose of this socket is to allow for the expansion of the Laptop’s memory. A memory module was inserted into this socket after receiving the Laptop. This memory functioned in this socket for 23 months. The socket then failed, causing the memory installed not be recognized by the Laptop. This rendered the Laptop unusable for the purpose for which it was purchased. This is a “substantial defect” in that there is no easy workaround to realize a repair.
The “reasonable period of time” is where I make my argument. I purchased a Laptop/Notebook computer and paid $1,500.00 for it. There is documentation in the business and IT community that supports an expectation of a 2 - 5-year lifespan for Laptop/Notebook computers, with most IT departments replacing their Laptop/Notebook computers every 3 years. My expectation was that I was spending $1,500.00 on a Laptop/Notebook that would last for a reasonable period of time. The defect which rendered my Laptop useless occurred just shy of 24 months. This is an early failure by all standards.
REASONABLE REMEDY
All things considered, I do not feel that I, the consumer, should bear the brunt of the cost of remediating the defect in the Asus Zenbook Pro that I purchased. While Asus’s warranty shields them from defects in workmanship and materials, I believe that I have a reasonable and justifiable expectation regarding the “reasonable period of time” during which my Asus product should have remained useable for the purpose for which it was purchased.
Asus, to this date, has not put forth an equitable offer to remediate the defect in my Asus Zenbook Pro. I have been without a usable Laptop since bringing this to their attention almost five months ago. I have had to spend money to lease a replacement Laptop, and my job has been greatly affected by the defect in their product.
Be very wary of asus warranty fulfillment and asus service support. I currently have a AC3100 Asus Router that the 5GHZ Wifi band - No Hardware MAC address - failed within the purchase date 2 year warranty period. However, when I called in for service, I was told that the warranty was based on the serial number and the device was in fact not within the warranty period.
Not a huge issue, but annoying. I was then told, after being bounced around about 5 absolutely dumb service techs, that the router have to be sent in on a RMA at a cost of $60 (non returnable) plus shipping costs to have the ASUS techs look at the router with a possibility that the router would be returned unrepaired - depending on what they found or possibly charging up to $280 (US) to repair the device.
I didn't pay that much for the device, Canadian, when it was new. After some research, I discovered that this issue was pretty well documented all over the internet and apparently a "known" hardware issue that had possibly been introduced in a earlier firmware.
I still needed a replacement router, so I bought a NetGear Nighthawk instead.
As the CEO of ASUSTek, I think it is important that you are aware of how your customer service department is impacting on the reputation of your company. And it isn’t pretty -- http://techguylabs.com/episodes/1054/how-can-i-contact-ceo-asus -- as this one example shows.
Consequently, I am copying this letter to the sites listed below in the hopes that ASUS will address my problem and warn others about the product.
Receipts of the numerous repairs that had to be done – none of which worked – are also attached below.
Thank-you for your attention to this matter and I look forward to receiving a new computer that works. The following problems are reported below and copies of the work orders follow the list of sites copied:
On the 23rd of December 2016, I bought an X441U Asus Computer at one of Asus direct distributors in Colombia, the A.
D.S.L group (http://www.grupoadsl.com/). On this computer, I invested COP $1’750.000 – the equivalent to USD $626.
The day after I bought this computer, it blocked and I had to take it back to the Asus shop on the 26th of December. It was given back to me one day after, formatted. I never actually had the chance to use it “brand new”.
After the computer was given to me, it started displaying a blue screen and it would block, forcing me to restart it often. This is when I had to take it back to the Asus shop on the 15th of February, 2017. The customer service operators indicated that my computer had an issue with its main board. However, they told me that they had solved it and it wouldn’t fail again. It took them about a week to give the computer back to me.
The computer was never at its full capacity and kept on displaying a black or blue screen. In April 2017, the computer started shutting down unexpectedly. This happened even when the battery was at its full capacity. I contacted the Asus distributor in Colombia and they were unable to solve my problem.
On the 13th of September 2017, my computer was taken again by the Asus distributor in Colombia. It was given back to me almost a month later, arguing that the main board needed to be updated and that the battery slot was missing a piece –this made the computer shut down unexpectedly. This time, the computer was taken to the Asus’ headquarters in Colombia.
I kept the computer for a few months, however, it never performed at its full capacity. Until the 22nd of March 2018, when I had to take it back to the Asus distributor because it simply wouldn’t turn on.
After two days, the distributor told me that this computer had a permanent damage in the main board and there was nothing they could do to fix it. They also told me that my warranty had expired, so I would need to pay for any further service.
The distributors gave the computer back to me, arguing that I could never suspend or set my computer in hibernate mode. Because the mainboard was in such a terrible shape that it wouldn’t take it.
A week after the computer was given to me, I noticed that the sound had stopped working properly. On the 7th of April 2018 I had to take the computer back to the distributor, which asked me to leave it there for a week because they didn’t know what to do.
Having said all this, I find that the only solution to end this situation is by having ASUS give me a computer that works properly. I refuse to continue being passive about it –not to call it a scam is to leave it unreported.
On Fri, Mar 23, 2018, 6:40 PM jeff helmlinger wrote: If you are thinking of buying ant Asus Products, Don't! I have been going around and around with them for months about a tablet I bought from them .The charging port went completely a week after the one year warranty expired. I paid to have that replaced and found out later that is and was a characteristic problem for this particular tablet. A few weeks later a connector called an Ffc-fpc connector went . When I asked them to purchase this connector from Asus, they said they don't build their tablets ,a third party does and they have NO ACCESS TOTHEIR PARTS OR OWN PRODUCTS. WHEN I asked for contact info for the third party who builds them, they said they have no contact information for the third party. I have made countless calls to representatives at Asus and got nowhere . Supposedly they sent it to Level 2 and Level 3 supervisors. I spoked to a Dwight G and Elroy B who said they weren't reps but not supervisors for level 3 and that they would do everything they could to help me get a description. Of the parts needed so I could try to buy them elsewhere. I contacted some Ebay sellers in China who told me if I could tell them the specifics they might be able to supply the part. So I called Asus again and after 5 phone calls, they said that info is not available. So in other words. They don't know what parts are in their own products. What a horse and pony show. BEWARE OF ASUS!
Sent in an ASUS chromebook for repair. This was a gift (12/2016) for my 8 yr old gransdon. Machine's screen would not come on. Used ASUS Fed Ex carrier at ASUS expense; they sent me a shipping label that was prepaid.
They claimed the screen was cracked when they reciived it even though I had packed it with 2 inches of foam to protect it. The pic they sent showed a 1/4 inch dark sport near the bottom which they said was the crack which I challenge. It didn't look like a crack to me. They offered to repair it for $210 which is more than what I paid for it. The warranty doesn't cover cracked screens apparently. I really think they manufactured this whole thing so they wouldn't have to repair the machine.
I asked the online rep to file a damage claim with their carrier, Fed Ex. That was not approved by ASUS.
So now I'm stuck with a non-working Chromebook and a very disappointed grandson. Never will I buy another ASUS product and I will do everything in my power to let everyone I know what a bad experience I had with ASUS.
Filed a rebate on Oct 7th got an email today at lunch saying your rebate has been approved yada yada yada . But then not an hour later i get a email saying disregard that and we have not received a valid invoice yada yada . But to my surprise I look and Bam right on there website that you track your rebate has gusse what.... A easy to see and read copy of my rebate. But yet I need to re send in my rebate ect which is not possible since I had to send the original up stapled on to the first report and they will deny the new one if it comes without the orginal upc code. Which is bs as they have the orginal one allready. Will be returning it to Amazon and never believe In Asus rebates next time
In the beginning of 2016 I purchased an Asus G20AJ Republic of Gamers All-in-One gaming pc through Amazon.com. It was a fantastic pc. Fast, responsive, pretty. I loved my computer. I'm a blacksmith by trade (self taught) and had decided to try my hand at professional streaming. I upgraded my pc with windows 10 (I actually like windows 10). About a month later it started acting a little weird (sluggish when turning on among other things). Then a week or two after that the graphics card s**t the bed. I would turn the computer on and the fan would start going a mile a minute but not show a picture on the monitor. Chime in Asus repair.
First I tried calling customer support. The person who answered was either very bad at speaking english or had a HORRIBLE microphone. So instead of frustrating them and myself, I decided to contact Asus LiveChat Support. This time I got somebody doing their job and understanding what i was saying.
I was able to get the problem across no problem. They were professional and quick to respond with solutions. In the end we determined it needed to be sent in for repairs. I also made it clear to the livechat rep that this pc was not used as a gaming pc but was actually a streaming pc for a home run business. It was urgent that it be repaired quickly. The rep agreed and noted it in the file. At this point I felt everything was going good and there was nothing amiss (So I wasn't documenting things. I was trusting the company to uphold their responsibilities). So I sent my G20AJ (cost me $100 to ship it out) to the Asus facility in California.
It was there for about a week then shipped back.
Here is where things start truly going wrong.. Upon receiving my pc I (as you would imagine) opened the pristine shipping box (no scratches, bumps, dents, etc..). Inside the pc was packed with reinforced foam and plastic air filled tubes. I could have kicked it across the room and would have been fine. On the invoice it informed me that the pc broke because I installed windows 10 on it (i still find this hard to believe) and reinstalled windows 8.1. I thought it was weird but accepted it seeing how I had my "fixed" pc back. I plugged in the power supply.. no problem. I then went to plug in my brand new hdmi cord but it felt tight (after only a millimeter) so I proceeded to pull it out for inspection. It was then that the tab on the inside of the port snapped off into the hdmi cable (I was gentle. It’s a $1000 pc after all). I was dismayed. Before calling Asus I checked the cord on an old pc and it worked perfectly. LiveChat here we come..
I was upset but still keeping my cool (which I've continued to do). This time I told the agent I wanted a refund. I couldn't continue this path. I needed to work. I needed to be able to feed my family (I am a father). I was then told that since I had purchased my pc through Amazon I couldn't get a refund (I was bummed but I understood). I then asked for a replacement (or the same specs just in a larger tower so I could replace my own broken parts. The agent then told me that I would receive an email (take note) later that day in regards to my request. I was displeased, but what do I do at this point? I was issued another RMA# with a shipping slip so I wouldn't have to pay again (I still had to pay $30 to have it packed). The chat agent was professional, responsive and helpful. After getting off the chat, I still felt that things were being handled.
I couldn't keep doing this so I broke down and borrowed money from family to get a backup pc that didn't quite do what I need. But I could hobble along (though I was still sinking). On July 25th at 10:10 p.m. I missed a phone call from Maurice (Asus Agent) in regards to a pc replacement (as a telemarketer in my twenty's I was taught that it was illegal to contact somebody in a business manner before 9a.m. and after 9p.m. without their consent. which they did not have). I know this because he left a voicemail. He also told me to call them back seeing how I missed the call. He did not provide a phone number or any way to reach him. Having sent in my pc yet again, it was a couple weeks before I saw it again. When it arrived (by now I was getting paranoid and started documenting things with screenshots) I inspected the box carefully (in which all was in order once again) and opened it. All looked good. It was my beast of a pc.
Power cord, check.
Keyboard in a front usb, Check (mouse was hooked to the keyboard).
Ethernet, check.
Hdmi- CHECK!!
I power on the pc and everything lights up!!! Then I notice, it’s in diagnostic mode. Weird. I set things back to normal (still hyped that I got the pc and it was on) then I remembered that I had a cool-looking Asus keyboard that went with the pc. So I unplug my main keyboard and decide to go through a usb port in the back. As soon as the (mint) usb plug touched the port it felt wrong. I remember uttering the words "no not again". I carefully pulled and I heard a tink and the piece broke. Only this time there was a sizzle noise and everything went black. I knew the motherboard was fried. The wires had to have touched and the pc was on. I freaked!
This time when I contacted livechat it was hard to stay cool (had to step away from the pc at least once to calm down). Again, the livechat agent (Christine D) went above and beyond (as far as I'm concerned). I started things out rough. I warned her that I was a very very angry customer and that Asus was endangering my way of life. I was distraught (even now.. every time I type a word like distraught.. I think about all this and I fight back tears unsuccessfully). She waited while I stepped away to cool down. She got the new RMA# set up. She listened when I told her I don't want this computer anymore. She remained professional while I quietly broke down. She told me that though she couldn't tell me WHAT pc I was getting she had sent things along to the people who could and they would be in touch very soon. I got off the chat cool and calm but worn out.
This time I waited. after a couple days of hearing nothing I contacted them to ask what was happening and what I was going to get as a replacement pc. This time the livechat agent (Shadeene R.) was professional and to the point. She told me that I wouldn't be contacted until I sent in my pc. This was a short chat experience.
With no other choice.. I sent in my pc a 3rd time to their California location. Again it cost me $30 to have it packed. This time I watched it jump from place to place across the country.. I'm watching my future as a pro stream zig zag back and forth. Finally it was delivered.
I suspected something was wrong when I realized how complex the rebate rules were, as if they were designed to make people give up. for instance, you have to not only send in all the upc labels, bar codes, receipts, etc., but you also have to fill out an on line report. All for a 10 rebate.
Big surprise, they declined it, even though I spent over 1/2 hour doing it perfectly. I am taking all my info to Microcenter where I bought it and they will either give me the rebate or I will return this product. i will never buy an Asus product again.
PLEASE BE AWARE OF THIS COMPANY PRODUCTS ASUS INTERNATIONAL800 Corporate Way, Fremont, CA 94539
BAD CUSTOMER SUPPORT REPAIR SERVICES
There was problem with the Asus padfone screen when you put the phone in it. I contact the Asus support team to have it repair and they send me a label via email and when to fedex to have device shipped to repair facility. I got the device back but it is still not working.
So I call the Asus support team again and they sent me another label and I took it to fedex to be shipped again. A few day later I called the support team to find out when my Asus padfone will be fix the support team told me they sent my device to the wrong facility. I was shock they would do something like this. The support team have lie to me repeatedly and sent me device to the wrong facility for repair.
!!!!!Shame on them. Warning to everyone not to purchase this products.
I WILL NEVER PURCHASE ANY ASUS PRODUCT AGAIN EVER
BAD CUSTOMER SUPPORT ASUS (510) 739-3777 asus.com/us/support/Call…
THE SUPPORT TEAM SUPERVISOR LIE RIGHT THRU THE PHONE
ASUS SUPPORT TEAM SENT MY DEVICE TO WRONG REPAIR FACILITY
!!!!!!!!!!SHAME ON THIS COMPANY ASUS INTERNATIONAL USA / WORLDWIDE
ASUSTeK COMPUTER INC. Reviews
I bought a mother board from ASUS via Amazon on 1.13.23. It has technical problems. When attempting to get technical support from ASUS, they tell me my 3 year warranty has expired & I’m stuck w\ it.
ASUS refused to repair an ASUS Chromebook under warranty, and purchased approximately 03-31-2021. ASUS alleged customer inflicted damage which isn't true, and their sole evidece was a piece of dirt on the exterior of the case. No other allegation was made by ASUS.
The ASUS email provided by their repair facility doesn't accept responses, and there doesn't appear to be a way to contact them in writing.
I had purchased an expensive $500 gaming monitor. Within 4 months of owning it, there was a dead pixel on the screen. I opened a support case with ASUS, and sent my monitor in for repair. As ASUS provided the label, I was not able to add insurance to my FedEx shipment. Upon arrival at the service facility, ASUS rejected my monitor's warranty claim, citing "User Damage". User damage did not exist on this monitor prior to sending it in. I have photos taken directly before shipping that are clear and show none of the indicated damage.
I requested that ASUS file a claim against the shipper, as the damage had not existed prior to shipping. They declined my request. I then reached out to the CEO's office to explain my situation and look for any sort of help, and received none. After a lengthy delay, I was told that it was user damage and I could pay to fix it. I was appalled, and rejected their charge. They are now sending me my even more-broken monitor home.
They DO NOT HONOR THEIR WARRANTY, and will DAMAGE ITEMS in order to justify charging absurd service rates. ASUS has lost me as a lifelong customer, and I am actively advocating against purchasing their products.
In early August I purchased an ASUS ROG gaming laptop GL731 GT for approximately $1,500. It came with an already installed administrator password in CMOS. This did not matter to me at the time of purchase until I tried to do something that required me getting into CMOS. After contacting ASUS technical support and not getting any resolution they asked me to send in the laptop for warranty repair. Warranty repair that was set up and sent in on September 2nd 2020.
I have been in contact with them multiple times between September 2nd and today to no avail. I cannot get a status on why I do not have my laptop back yet all they have offered me is excuses and an extension to my warranty for 3 months. I have now been without a laptop for 2 months with no end in sight. I cannot get a straight answer as to when I will get my laptop back. At this point I do not think it is fair for them to send my laptop back to me and only offer me an extended warranty for 3 months.
The laptop has lost value over the past 2 months I could now buy a new one for $500 less. This is unacceptable and they do not seem to care. I have things I need to get done and need this laptop to be able to do them. Please help me! at this point I would be happy with just getting my laptop back repaired in an expeditious manner.
I bought this monitor (PG27UQ) last year (2018) and it started to have problems where it would randomly shut off during normal use. The only way to get the image to come back on is by unplugging the power cable, waiting a couple seconds, and then plugging it back in. Then it would shut off again about 10-15 minutes later.
I started the RMA process, paid to have it packaged, used the FedEx label their support team provided, and sent it to them on November 12th 2019. It was returned to me on the 22nd and I praised them for having such a quick turnaround time.
But..... then I plugged it in using the same DisplayPort cable I used before (and had been using with my PG279Q while I waited for it to be fixed) and the screen is completely black with minor outlines of what the PC was projecting. The menus won't show up, there's no image, and the monitor is completely unusable.
I went back to the customer support team, sent them a video, told them what the new problem is, and they actually had the nerve to send me graphics and instructions on how to plug in various types of cables.... They also asked me for my phone number... This process started when THEY called ME on my phone. I also provided my phone number in my emails 4 or 5 times.
The kicker is that they insisted that I pay more money out of my own pocket to package the monitor, again, so it could be sent back to them for more repair. I asked to speak with a supervisor (which coincidentally sounded exactly like the previous associate I was speaking with) and he also said they won't pay for the packaging.
At this point I'm getting unbelievably frustrated and angry, so I asked to speak with a manager or someone who I can actually have a real conversation with. Finally when the opportunity arose, I was put on hold for a half hour and they said they couldn't find anyone so they'll have someone call me later.
A day passes, no phone call. I follow up with them again, I get another call from a person who also sounded exactly like the original associate, and they say the same thing. They won't pay for any packaging in order for them to fix THEIR mistakes with the monitor. What kind of company forces the customer to pay out of their pocket so they can fix their mistakes? Is this some kind of sick joke?
The whole experience was like talking to a brick wall. This monitor was $2k and they returned it to me in a worse condition that's completely unusable.
I am 32 years old and this is hands down, without a doubt, the WORST customer service experience I have ever encountered with any product, company, or industry as a whole. While I was on hold waiting for a "manager" to speak with me, their automated phone messages talk about awards, customer service praises, accolades, etc. and I can tell you right now: NEVER buy a product from ASUS. They treat their customers like garbage and they simply don't give a s**t what you have to say about it... the responses are exactly the same, followed by hollowed apologies.
If I could, I would give this product 0/5 stars. As it sits, it doesn't work and it's nothing but a $2k paperweight.
I really really don't think that receiving full compensation to send this product back for repair, so they can fix THEIR mistakes, is too much to ask. Quite frankly, if it was an option at this point, I would LOVE to just send this piece of trash back to them and receive a full refund... but of course there's no way they'll do that if they're not even willing to pay ~$30-40 for packaging so THEY can fix THEIR mistakes... absolutely unbelievable.
In any other instance, the people I've dealt with would be fired for incompetence, rudeness, and a complete lack of care for their customers. Clean up your act, ASUS. This is absolutely unacceptable.... If you want a quality monitor, go buy Zowie products.
I have an ASUS Zenfone 2 cell phone that needs a new battery. I called ASUS and they said they don’t sell to customers.
I then asked them for a name of a company where I could purchase this battery. ASUS said they do not give out that information.
I then asked them to give me a model number of another battery that might be compatible with my Zenfone. Once again ASUS said they do not give out that information.
So here’s the catch. They will put a new battery in if I pay then 70 dollars to perform a diagnostic on my phone. I don’t need a diagnostic. My phone works just fine.
So they want 70 bucks plus the price of the battery! It’s a money grab.
On November 3, 2016, I order an ASUS ZenBook Pro UX501VW-US71 15.6-Inch 4K Touchscreen Laptop from Amazon. It arrived a few days later. The cost of this Laptop was $1,499.00. I added memory to this Laptop and used it for work for 23 months.
Beginning 23 months after purchasing this Laptop, it began to manifest an issue where it would not recognize the Memory that was plugged into the socket provided within the Laptop for this purpose. Restarting the Laptop would allow the memory in the socket to be recognized. This intermittent failure continued for a few weeks, then the Laptop permanently refused to recognize the memory.
The memory was removed and tested in another Laptop of the same make and model. The memory proved to be good. The original memory that was removed to make way for the upgraded memory was plugged back into the Laptop’s socket, but the Laptop wouldn’t recognize it. I tested the original memory by plugging it into the same make and model Laptop, and the memory proved to be good.
Additional troubleshooting was performed on the Laptop. The conclusion that I arrived at was that the socket within the Laptop, there for the purpose of adding additional memory to the Laptop’s motherboard, was no longer functioning.
Without the use of the Laptop’s memory socket, the Laptop was only capable of using one-third of the memory that the Laptop was advertised to be able to support, rendering the Laptop no longer fit for the purpose for which it was purchased. The Asus warranty is 12 months and is a “manufacturer” or “express warranty”.
DETAILS
Conversations with Andrea M from Asus CEO Feedback began on 1/17/2019 and continued 1/22/2019. Asus’s stand at this time was that my Laptop’s warranty had expired, and the best that they could do was to offer a 20% discount on repairs. Without knowing how expensive it might be to have the defect repaired, I politely declined.
After not hearing anything further from Asus regarding the defective memory socket in my Laptop, out of frustration, I launched a website describing my experience with the defect in my Asus Laptop to warn others and collect feedback. The website, myzenbooknightmare.com is still accessible.
Between May 1, 2019, and May 14, 2019, I have had several emails from Asus CEO’s Office. Asus continues to deny any responsibility for the defective memory socket in my Laptop. The best that Asus has been able to do is to blame me for the defect and offer a 30% discount to have it repaired. Without knowing how expensive it might be to have the defect repaired, I politely declined.
RELIEF BEEING SAUGHT
I offered Asus two options for addressing the defect in my Laptop;
Repair the defect for no cost to the consumer. (Similar to how defects are handled in the automotive industry by the recall process)
Replace the entire Laptop with a “used”, “rebuilt” and/or “recertified” Laptop of the same make and model.
Asus has so far declined.
ISSUES TO BE CONSIDERED
Asus’s Warranty: ASUS warrants the Product to be free from defects in workmanship and materials for the Warranty. As indicated by a stamp on the bottom of my Asus Zenbook Pro Laptop, the warranty is 12 months. This warranty is given independently of any statutory warranty that may apply in the country of purchase and does not affect or limit such statutory warranty in any manner whatsoever.
For clarification, this is commonly known as a “manufacturer” or “express” warranty.
I will not dispute Asus’s warranty. In relationship to the defect I am experiencing, Asus is basically saying that they can’t guarantee that the memory socket was correctly soldered to the motherboard of my Laptop, or that it was tested prior to shipping the product from the factory. But if the socket should fail within 12 months Asus will provide a remedy.
IMPLIED WARRANTIES & THE UNIFORM COMMERCIAL CODE
According to Asus’s warranty, one might conclude that I am not owed any consideration for the defect in my Asus Laptop, as the fault was discovered 11 months past warranty expiration. All issues of sub-standard workmanship, incomplete product testing, and lapses in quality certification are neatly shielded for 12 months post purchase. But in the USA, we do have this Implied Warranty test to consider.
Basically, an “Implied Warranty” guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of time. What’s “reasonable” depends on the type of product and the amount you paid. States typically limit implied warranties to four years.
This complaint is not about me asking the Better Business Bureau of Fremont California to render a legal decision. That is not your job! I am just trying to frame my complaint in reference to some measurable standard. I am asking that my complaint be considered by “what is right” & “what is fair”.
The “substantial defect” here is the memory or “SODIMM” socket. The purpose of this socket is to allow for the expansion of the Laptop’s memory. A memory module was inserted into this socket after receiving the Laptop. This memory functioned in this socket for 23 months. The socket then failed, causing the memory installed not be recognized by the Laptop. This rendered the Laptop unusable for the purpose for which it was purchased. This is a “substantial defect” in that there is no easy workaround to realize a repair.
The “reasonable period of time” is where I make my argument. I purchased a Laptop/Notebook computer and paid $1,500.00 for it. There is documentation in the business and IT community that supports an expectation of a 2 - 5-year lifespan for Laptop/Notebook computers, with most IT departments replacing their Laptop/Notebook computers every 3 years. My expectation was that I was spending $1,500.00 on a Laptop/Notebook that would last for a reasonable period of time. The defect which rendered my Laptop useless occurred just shy of 24 months. This is an early failure by all standards.
REASONABLE REMEDY
All things considered, I do not feel that I, the consumer, should bear the brunt of the cost of remediating the defect in the Asus Zenbook Pro that I purchased. While Asus’s warranty shields them from defects in workmanship and materials, I believe that I have a reasonable and justifiable expectation regarding the “reasonable period of time” during which my Asus product should have remained useable for the purpose for which it was purchased.
Asus, to this date, has not put forth an equitable offer to remediate the defect in my Asus Zenbook Pro. I have been without a usable Laptop since bringing this to their attention almost five months ago. I have had to spend money to lease a replacement Laptop, and my job has been greatly affected by the defect in their product.
Be very wary of asus warranty fulfillment and asus service support. I currently have a AC3100 Asus Router that the 5GHZ Wifi band - No Hardware MAC address - failed within the purchase date 2 year warranty period. However, when I called in for service, I was told that the warranty was based on the serial number and the device was in fact not within the warranty period.
Not a huge issue, but annoying. I was then told, after being bounced around about 5 absolutely dumb service techs, that the router have to be sent in on a RMA at a cost of $60 (non returnable) plus shipping costs to have the ASUS techs look at the router with a possibility that the router would be returned unrepaired - depending on what they found or possibly charging up to $280 (US) to repair the device.
I didn't pay that much for the device, Canadian, when it was new. After some research, I discovered that this issue was pretty well documented all over the internet and apparently a "known" hardware issue that had possibly been introduced in a earlier firmware.
I still needed a replacement router, so I bought a NetGear Nighthawk instead.
As the CEO of ASUSTek, I think it is important that you are aware of how your customer service department is impacting on the reputation of your company. And it isn’t pretty -- http://techguylabs.com/episodes/1054/how-can-i-contact-ceo-asus -- as this one example shows.
Consequently, I am copying this letter to the sites listed below in the hopes that ASUS will address my problem and warn others about the product.
Receipts of the numerous repairs that had to be done – none of which worked – are also attached below.
Thank-you for your attention to this matter and I look forward to receiving a new computer that works. The following problems are reported below and copies of the work orders follow the list of sites copied:
On the 23rd of December 2016, I bought an X441U Asus Computer at one of Asus direct distributors in Colombia, the A.
D.S.L group (http://www.grupoadsl.com/). On this computer, I invested COP $1’750.000 – the equivalent to USD $626.
The day after I bought this computer, it blocked and I had to take it back to the Asus shop on the 26th of December. It was given back to me one day after, formatted. I never actually had the chance to use it “brand new”.
After the computer was given to me, it started displaying a blue screen and it would block, forcing me to restart it often. This is when I had to take it back to the Asus shop on the 15th of February, 2017. The customer service operators indicated that my computer had an issue with its main board. However, they told me that they had solved it and it wouldn’t fail again. It took them about a week to give the computer back to me.
The computer was never at its full capacity and kept on displaying a black or blue screen. In April 2017, the computer started shutting down unexpectedly. This happened even when the battery was at its full capacity. I contacted the Asus distributor in Colombia and they were unable to solve my problem.
On the 13th of September 2017, my computer was taken again by the Asus distributor in Colombia. It was given back to me almost a month later, arguing that the main board needed to be updated and that the battery slot was missing a piece –this made the computer shut down unexpectedly. This time, the computer was taken to the Asus’ headquarters in Colombia.
I kept the computer for a few months, however, it never performed at its full capacity. Until the 22nd of March 2018, when I had to take it back to the Asus distributor because it simply wouldn’t turn on.
After two days, the distributor told me that this computer had a permanent damage in the main board and there was nothing they could do to fix it. They also told me that my warranty had expired, so I would need to pay for any further service.
The distributors gave the computer back to me, arguing that I could never suspend or set my computer in hibernate mode. Because the mainboard was in such a terrible shape that it wouldn’t take it.
A week after the computer was given to me, I noticed that the sound had stopped working properly. On the 7th of April 2018 I had to take the computer back to the distributor, which asked me to leave it there for a week because they didn’t know what to do.
Having said all this, I find that the only solution to end this situation is by having ASUS give me a computer that works properly. I refuse to continue being passive about it –not to call it a scam is to leave it unreported.
On Fri, Mar 23, 2018, 6:40 PM jeff helmlinger wrote: If you are thinking of buying ant Asus Products, Don't! I have been going around and around with them for months about a tablet I bought from them .The charging port went completely a week after the one year warranty expired. I paid to have that replaced and found out later that is and was a characteristic problem for this particular tablet. A few weeks later a connector called an Ffc-fpc connector went . When I asked them to purchase this connector from Asus, they said they don't build their tablets ,a third party does and they have NO ACCESS TOTHEIR PARTS OR OWN PRODUCTS. WHEN I asked for contact info for the third party who builds them, they said they have no contact information for the third party. I have made countless calls to representatives at Asus and got nowhere . Supposedly they sent it to Level 2 and Level 3 supervisors. I spoked to a Dwight G and Elroy B who said they weren't reps but not supervisors for level 3 and that they would do everything they could to help me get a description. Of the parts needed so I could try to buy them elsewhere. I contacted some Ebay sellers in China who told me if I could tell them the specifics they might be able to supply the part. So I called Asus again and after 5 phone calls, they said that info is not available. So in other words. They don't know what parts are in their own products. What a horse and pony show. BEWARE OF ASUS!
Sent in an ASUS chromebook for repair. This was a gift (12/2016) for my 8 yr old gransdon. Machine's screen would not come on. Used ASUS Fed Ex carrier at ASUS expense; they sent me a shipping label that was prepaid.
They claimed the screen was cracked when they reciived it even though I had packed it with 2 inches of foam to protect it. The pic they sent showed a 1/4 inch dark sport near the bottom which they said was the crack which I challenge. It didn't look like a crack to me. They offered to repair it for $210 which is more than what I paid for it. The warranty doesn't cover cracked screens apparently. I really think they manufactured this whole thing so they wouldn't have to repair the machine.
I asked the online rep to file a damage claim with their carrier, Fed Ex. That was not approved by ASUS.
So now I'm stuck with a non-working Chromebook and a very disappointed grandson. Never will I buy another ASUS product and I will do everything in my power to let everyone I know what a bad experience I had with ASUS.
Filed a rebate on Oct 7th got an email today at lunch saying your rebate has been approved yada yada yada . But then not an hour later i get a email saying disregard that and we have not received a valid invoice yada yada . But to my surprise I look and Bam right on there website that you track your rebate has gusse what.... A easy to see and read copy of my rebate. But yet I need to re send in my rebate ect which is not possible since I had to send the original up stapled on to the first report and they will deny the new one if it comes without the orginal upc code. Which is bs as they have the orginal one allready. Will be returning it to Amazon and never believe In Asus rebates next time
In the beginning of 2016 I purchased an Asus G20AJ Republic of Gamers All-in-One gaming pc through Amazon.com. It was a fantastic pc. Fast, responsive, pretty. I loved my computer. I'm a blacksmith by trade (self taught) and had decided to try my hand at professional streaming. I upgraded my pc with windows 10 (I actually like windows 10). About a month later it started acting a little weird (sluggish when turning on among other things). Then a week or two after that the graphics card s**t the bed. I would turn the computer on and the fan would start going a mile a minute but not show a picture on the monitor. Chime in Asus repair.
First I tried calling customer support. The person who answered was either very bad at speaking english or had a HORRIBLE microphone. So instead of frustrating them and myself, I decided to contact Asus LiveChat Support. This time I got somebody doing their job and understanding what i was saying.
I was able to get the problem across no problem. They were professional and quick to respond with solutions. In the end we determined it needed to be sent in for repairs. I also made it clear to the livechat rep that this pc was not used as a gaming pc but was actually a streaming pc for a home run business. It was urgent that it be repaired quickly. The rep agreed and noted it in the file. At this point I felt everything was going good and there was nothing amiss (So I wasn't documenting things. I was trusting the company to uphold their responsibilities). So I sent my G20AJ (cost me $100 to ship it out) to the Asus facility in California.
It was there for about a week then shipped back.
Here is where things start truly going wrong.. Upon receiving my pc I (as you would imagine) opened the pristine shipping box (no scratches, bumps, dents, etc..). Inside the pc was packed with reinforced foam and plastic air filled tubes. I could have kicked it across the room and would have been fine. On the invoice it informed me that the pc broke because I installed windows 10 on it (i still find this hard to believe) and reinstalled windows 8.1. I thought it was weird but accepted it seeing how I had my "fixed" pc back. I plugged in the power supply.. no problem. I then went to plug in my brand new hdmi cord but it felt tight (after only a millimeter) so I proceeded to pull it out for inspection. It was then that the tab on the inside of the port snapped off into the hdmi cable (I was gentle. It’s a $1000 pc after all). I was dismayed. Before calling Asus I checked the cord on an old pc and it worked perfectly. LiveChat here we come..
I was upset but still keeping my cool (which I've continued to do). This time I told the agent I wanted a refund. I couldn't continue this path. I needed to work. I needed to be able to feed my family (I am a father). I was then told that since I had purchased my pc through Amazon I couldn't get a refund (I was bummed but I understood). I then asked for a replacement (or the same specs just in a larger tower so I could replace my own broken parts. The agent then told me that I would receive an email (take note) later that day in regards to my request. I was displeased, but what do I do at this point? I was issued another RMA# with a shipping slip so I wouldn't have to pay again (I still had to pay $30 to have it packed). The chat agent was professional, responsive and helpful. After getting off the chat, I still felt that things were being handled.
I couldn't keep doing this so I broke down and borrowed money from family to get a backup pc that didn't quite do what I need. But I could hobble along (though I was still sinking). On July 25th at 10:10 p.m. I missed a phone call from Maurice (Asus Agent) in regards to a pc replacement (as a telemarketer in my twenty's I was taught that it was illegal to contact somebody in a business manner before 9a.m. and after 9p.m. without their consent. which they did not have). I know this because he left a voicemail. He also told me to call them back seeing how I missed the call. He did not provide a phone number or any way to reach him. Having sent in my pc yet again, it was a couple weeks before I saw it again. When it arrived (by now I was getting paranoid and started documenting things with screenshots) I inspected the box carefully (in which all was in order once again) and opened it. All looked good. It was my beast of a pc.
Power cord, check.
Keyboard in a front usb, Check (mouse was hooked to the keyboard).
Ethernet, check.
Hdmi- CHECK!!
I power on the pc and everything lights up!!! Then I notice, it’s in diagnostic mode. Weird. I set things back to normal (still hyped that I got the pc and it was on) then I remembered that I had a cool-looking Asus keyboard that went with the pc. So I unplug my main keyboard and decide to go through a usb port in the back. As soon as the (mint) usb plug touched the port it felt wrong. I remember uttering the words "no not again". I carefully pulled and I heard a tink and the piece broke. Only this time there was a sizzle noise and everything went black. I knew the motherboard was fried. The wires had to have touched and the pc was on. I freaked!
This time when I contacted livechat it was hard to stay cool (had to step away from the pc at least once to calm down). Again, the livechat agent (Christine D) went above and beyond (as far as I'm concerned). I started things out rough. I warned her that I was a very very angry customer and that Asus was endangering my way of life. I was distraught (even now.. every time I type a word like distraught.. I think about all this and I fight back tears unsuccessfully). She waited while I stepped away to cool down. She got the new RMA# set up. She listened when I told her I don't want this computer anymore. She remained professional while I quietly broke down. She told me that though she couldn't tell me WHAT pc I was getting she had sent things along to the people who could and they would be in touch very soon. I got off the chat cool and calm but worn out.
This time I waited. after a couple days of hearing nothing I contacted them to ask what was happening and what I was going to get as a replacement pc. This time the livechat agent (Shadeene R.) was professional and to the point. She told me that I wouldn't be contacted until I sent in my pc. This was a short chat experience.
With no other choice.. I sent in my pc a 3rd time to their California location. Again it cost me $30 to have it packed. This time I watched it jump from place to place across the country.. I'm watching my future as a pro stream zig zag back and forth. Finally it was delivered.
I suspected something was wrong when I realized how complex the rebate rules were, as if they were designed to make people give up. for instance, you have to not only send in all the upc labels, bar codes, receipts, etc., but you also have to fill out an on line report. All for a 10 rebate.
Big surprise, they declined it, even though I spent over 1/2 hour doing it perfectly. I am taking all my info to Microcenter where I bought it and they will either give me the rebate or I will return this product. i will never buy an Asus product again.
PLEASE BE AWARE OF THIS COMPANY PRODUCTS ASUS INTERNATIONAL800 Corporate Way, Fremont, CA 94539
BAD CUSTOMER SUPPORT REPAIR SERVICES
There was problem with the Asus padfone screen when you put the phone in it. I contact the Asus support team to have it repair and they send me a label via email and when to fedex to have device shipped to repair facility. I got the device back but it is still not working.
So I call the Asus support team again and they sent me another label and I took it to fedex to be shipped again. A few day later I called the support team to find out when my Asus padfone will be fix the support team told me they sent my device to the wrong facility. I was shock they would do something like this. The support team have lie to me repeatedly and sent me device to the wrong facility for repair.
!!!!!Shame on them. Warning to everyone not to purchase this products.
I WILL NEVER PURCHASE ANY ASUS PRODUCT AGAIN EVER
BAD CUSTOMER SUPPORT ASUS (510) 739-3777 asus.com/us/support/Call…
THE SUPPORT TEAM SUPERVISOR LIE RIGHT THRU THE PHONE
ASUS SUPPORT TEAM SENT MY DEVICE TO WRONG REPAIR FACILITY
!!!!!!!!!!SHAME ON THIS COMPANY ASUS INTERNATIONAL USA / WORLDWIDE