ASUS
reviews and complaints

So, my friends recently bought two laptops, one was an HP and the other was an Asus. Unfortunately, the Asus laptop was not working properly and this was the second one they had received. The first one was also not working, so they returned it to Best Buy and got a replacement. However, when they plugged in the second one, it also did not work and the head crashed.

I went with them to Best Buy to speak with the repair team and they said that the laptop went bad because they did not use a surge protector. I was surprised to hear this because I have never used a surge protector for my two laptops and one desktop, and they are still running smoothly after all these years. The repair team suggested using a different outlet, but I was skeptical about this solution.

To my surprise, there were two other customers ahead of us who also had the same Asus laptop and had worse problems with it. One customer said that they were watching a movie when the laptop started to smoke and burned out. The other customer had the same problem as us and they also returned their laptop.

After this experience, I can confidently say that I am not a fan of Asus computers. I have used Dell and Acer Windows 8 laptops before and I love them. My desktop is also still running smoothly. It seems like they don't make them like they used to anymore.

In the end, my friends decided to return the Asus laptop and got an HP instead. I'm not sure what the other customers did, but I hope they were able to find a better laptop that suits their needs. Overall, I would not recommend Asus laptops based on my experience and the experiences of others.

I recently had an experience with ASUS that left me feeling frustrated and disappointed. I sent my product in for repair under warranty, only to receive a picture from ASUS showing an opening in my product and scratches that they claimed were the cause of it not powering on. However, there were no openings or cracks in my product when I sent it off for repair.

As someone who has never dealt with a repair situation before, it did not occur to me to take pictures of my product before sending it in. I would have thought that customer service would have made this suggestion, but unfortunately, there was a breakdown in communication. This lack of communication is not appreciated and made the situation even more frustrating.

To make matters worse, when I called ASUS to inquire about the situation, I was told that my keyboard was also dented. How does a keyboard get dented? This product stopped working in the middle of usage, not because of a ding or scratch. If ASUS's products are not built to withstand scratches and minor dings, then consumer purchases may need to be reconsidered. I have other laptops that have scratches and minor dings that are working just fine. The opening in my product is the result of someone else's actions.

Dealing with ASUS's customer service was also a frustrating experience. I felt like their integrity was questionable. Why would I knowingly send a damaged product in with expectations of it being fixed under warranty? I could have just gone to Best Buy down the street and had it fixed instead of going through the long process of sending it off and waiting to get it back. This situation is upsetting and no honest person should have to deal with it.

For anyone who is dealing with this company and their customer service, just beware. This may be the reason they do not suggest taking pictures to unsuspecting customers like myself, so that these types of things can happen. It is important to be cautious and aware when dealing with ASUS.

I gotta say, I'm really digging this Asus motherboard from asus.com. It's got all the features I need without breaking the bank. I was able to install two 8gb DDR4 sticks with 3000MHz RAM, a Ryzen 5 3600 CPU, and a GTX 970 graphics card. And get this, I still have one extra SATA port free even though I've got five hard drives in there already. Just keep in mind that if you install an M.2 SSD, you won't be able to use SATA ports 5 and 6. Oh, and the motherboard only comes with a couple of SATA cables, so make sure you have your standoffs and screws handy.

It's a bit longer than a micro ATX motherboard, but it's still small enough to fit in a mid tower. I've got a good airflow setup and my PC is in an AC room, so the temps have been pretty good so far. Just remember that if you buy this from Amazon, you'll need to update the BIOS to 1.67 or higher to get it to boot with Ryzen 3rd gen processors. But everything else worked like a charm. The BIOS is pretty user-friendly with lots of overclocking options, and my RAM worked at 3000MHz without any issues. Plus, the CPU overclocks on its own without any setup required. I'm really happy with the performance.

This motherboard comes with two chassis fans and an Aura Sync RGB header, but there's no inbuilt graphics, so you'll need an APU or a GPU for the display to work. My only complaint is that I wish they had done away with the PS2 ports and added USB 2 instead so I could use those for other peripherals.

Honestly, I don't even need to say anything about this motherboard. I follow DIGIT magazine, and they've got this motherboard on their list of entry-level gaming rigs. So I didn't even hesitate to buy it. It's definitely the best motherboard in this price range, although I do wish it was a bit cheaper. I paid Rs. 6949 for it, but at one point it was available for Rs. 6249. So make sure you check the price, but you don't need to check the product. It's a winner.

I recently purchased an Asus laptop before starting my university studies, but unfortunately, it has been a terrible investment. The wifi connection drops frequently, and it is only my laptop that seems to have this issue, as other devices connected to the same network work fine. When I tried to troubleshoot the problem, the laptop suggested connecting an ethernet cable, which is not possible in my university campus or residence. Although the connection only dropped about 60% of the time, it was still frustrating to deal with. Sometimes, restarting the laptop would fix the issue, but most of the time, I had to leave it off for a few days before it would work again for a short period.

I contacted Asus to fix the wifi issue and another problem with the battery, which would die immediately when unplugged. However, when I received the laptop back from repairs, only the battery had been fixed, and there was no mention of them working on the wifi issue. When I called to inquire about this, they told me that I would have to pay $70 plus the cost of repairs since the laptop was now out of warranty. They gave me some at-home fixes to try, but even a factory reset did not solve the wifi problem.

I have spent countless hours talking to the Asus support team, mostly on hold, and I am extremely disappointed with their service and products. As a university student, a laptop is essential, especially now that classes have moved online due to Covid-19. I cannot find a job due to the pandemic, so buying a new or used laptop is not in my budget. Asus has done nothing to help me fix this problem, and most times, I would end up crying after hanging up the phone with them.

I regret buying an Asus laptop and would not recommend their products to anyone. It has been a frustrating and disappointing experience, and I will never purchase anything from them again. I urge others to consider a different brand before investing their money in Asus products.

I gotta tell ya, I got me two ASUS laptops with 17-inch screens and they are the real deal. One of 'em is my backup computer that I keep at home, but the other one is my workhorse. I take that bad boy with me to Prudhoe Bay in Alaska every three weeks for my work shift rotation. And let me tell ya, that's some tough terrain for a computer to handle. But my ASUS laptop has been with me for the last seven years and it's still going strong.

I mean, this laptop has been through it all. It's been dropped, bumped, and jostled around in my backpack. It's been exposed to the freezing cold temperatures of Alaska and the scorching heat of the oil fields. But it still works like a charm. I'm actually typing this review on my ASUS "Work" laptop right now, using my wireless network at home.

Now, I ain't gonna lie to ya, I've had to replace a few things on this laptop over the years. I had to get a new battery and a new DVD drive. But other than that, it's been smooth sailing. I even made a few improvements to it myself. I maxed out the RAM and added a second internal hard drive with multiple terabytes of storage. I also have a bunch of external hard drives, a Logitech speaker system, and a wireless mouse. And let me tell ya, all of these additions were easy to install. I just followed the instructions that I found online and used a small flat head or Philips screwdriver.

I've owned a lot of different computer hardware systems over the years, including Compaq, HP, Dell, Gateway, and Apple Macintosh and Quadra. But none of them have lasted as long or been as reliable as my ASUS laptops. If I could give these laptops six stars, I would. And if ASUS still builds their laptops like they did seven years ago, I highly recommend them to anyone who needs a tough and reliable system.

I gotta say, I'm not too impressed with Asus. I bought a GPU straight from them back in August of 2022, and it started having freezing issues just three weeks later. I did a bunch of tests, including a RAM test, which took forever because I had to take out each stick to make sure it wasn't the GPU causing the problem. I talked to a bunch of their customer service agents, and I gotta say, they were pretty dishonest.

Eventually, my monitor stopped getting a signal altogether, and I knew for sure it was the GPU. My PC was brand new, with all new parts, so I agreed to do a warranty replacement. They told me I'd either get it repaired or get a recertified replacement. I got the replacement, and the diagnostic confirmed that there were freezing lag issues with the new card. Not even three days after installing the replacement, which they claimed was recertified, it started freezing again.

While I was waiting for my replacement, I used a friend's GPU and had no problems at all. I talked to someone who said they were a supervisor, and they agreed to repair my original GPU that I'd sent in and purchased from the eShop. I sent the card back, and a day later, I got an email about a replacement with a new serial number, which was not what we'd agreed on. I put in a request to let the CEO know what was going on.

I got the replacement again, and it had the same lag freezing issues. I went back and forth with the CEO, who said the supervisor shouldn't have promised me anything. Cory S. asked for information on my hardware, and I sent it all in. This makes three GPUs that aren't functioning properly, even though the replacements claim to be recertified. The most recent one had lag issues on my PC and was also performing with lag on an entirely different PC. This wasn't any of my hardware, even though the CEO is trying to blame it. Both diagnostics came back with GPU freeze from 3D testing.

I told them that these cards shouldn't be sent out, but they're refusing to honor the warranty by sending out cards that don't work. The CEO also let me know that they don't do repairs on their warranties and will always replace. Please be aware before you buy from them. There are MANY Reddit posts about their RMA process and others who have had my same problem. They'll lie to you and not give you any resolution. I asked for my money back because of this, and they said "we do not offer buy backs." It's not a buy back in this case; it would be a return and refund.

Overall, I wouldn't recommend Asus to anyone. They've been nothing but a headache for me, and I'm sure others have had similar experiences.

Asus products are not worth the money! I, like many others, want to warn potential buyers about the poor quality of Asus products. I bought two Asus Rog Strix AS XG27VQ BK/5MS/NA monitors for my son's gaming system, each costing over $300. Within nine months, I noticed that the screens were easily scratched and damaged. The customer service is terrible, with long, complicated emails that make it difficult to get support. It's clear that they don't want to help customers with defective products. I have never experienced such poor treatment in my 50 years of purchasing products. They will be polite, but you won't get anything in return. I strongly advise you to buy from another company, any other company, but Asus. They sent me a quote to repair my monitor that was almost the same as the original purchase price. When I first contacted Asus, I was told that my monitor was under warranty, but a second rep said it was not. When I showed them the email from the first rep, the second rep agreed that it was under warranty, but the damage was not covered. I understand that a company cannot warranty all damage to their product, but this monitor is of such poor quality that you must handle it with great care or it will fail. We were moving the monitor and placed it on the floor of our mini-van, face down to protect it. There was nothing around it, and we were careful. I have moved my own personal computer equipment several times, not being as careful as we were with this monitor, and I have had no problems. I trusted the opinion of reps in a large electronics store in our local area, but I should have done more research. This has been going on for over three months, and now they want to charge me $332.50 to repair the monitor. Don't waste your money on Asus products. They are cheap and won't last. Run away from Asus as fast as you can!

I bought an ASUS Vivobook from asus.com on June 25, 2020. After using it for a month, I realized that it was much slower than my previous Asus E300HA from 2016. It also had a habit of disconnecting from the internet and freezing on basic tasks. I tried all the tricks on their message forums and YouTube videos, but nothing worked. So, I sent the laptop to ASUS (they charged me for a shipping box) and waited for updates.

Dealing with ASUS customer service was infuriating. I tried reaching out to customer support eight times to get updates on my laptop. Customers have to use the MyASUS app to get real-time customer service, but the app closes the chat support window after 60 seconds of inactivity. Representatives can delay their responses and have the app close the conversation. After finally getting ASUS to admit that they received the item, they stated that they'd update my status within 24-48 business hours. This never happened.

After four more contact attempts, I escalated the issue to the Office of the CEO for Service. His response was an empty empathetic cut/paste statement urging me to be patient and that I should receive the item in 10 business days. Following 10 business days, no status update has been made, so I again contacted the company. Their response was that they were sorry due to the project changed with their service center in Grapevine TX. They were re-routing my device to their service center in Jeffersonville, IN, which may take up to an additional 10 days delay to complete.

After this additional 10 days, again, no update, so I informed them that I would be filing a Better Business Bureau complaint. The office of the CEO contact responded with a dismissive note, to the effect that he'll be eagerly awaiting that complaint. Next, he offered me a refurbished computer from the facility inventory, but that would also take 14 business days to receive. Additionally, by accepting the refurbished item, I would be forfeiting my new laptop to the company, and the case would be closed.

"I will be more than happy to accommodate you with a replacement unit. Any replacements we provide will not be new. It will be a factory certified unit. The process typically takes about 2 weeks to have a replacement shipped. This is also subject to stock availability. I have taken the time to reach out to our inventory team, and unfortunately, we have no stock of this model to fulfill this request. Now I can put you in for a model change for a comparable model. This is also subject to stock availability and would discontinue the current repair meaning any parts that have already been ordered and waiting for repair once your device it received will be given to the next customer in line waiting for parts while we follow through with the replacement process."

It's been over two months, and I am still waiting for a repair update on my computer. Buyer beware!

Hey there, I recently had an experience with Asus that I just had to share. I bought an X441U Asus Computer from one of their direct distributors in Colombia, the A. D. S. L group, for COP $1750.000 (USD $626) in December 2016. Unfortunately, the computer blocked the day after I bought it and I had to take it back to the Asus shop on December 26th. It was given back to me one day later, 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 February 15th, 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 September 13th, 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 which 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 March 22nd, 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 on 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 April 7th, 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.

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. I hope that Asus will address my problem and warn others about the product.

I bought the ASUS Republic of Gaming (ROG) Zephyrus GX501 from XOTIC PC in March 2019 for $4,118. I was excited to use it for my work, which involves heavy spreadsheet usage and regular presentations. However, from the very beginning, I noticed excessive light leakage from the bezel, which was very annoying. I paid $98 to XOTIC to verify this, but they did not calibrate or test the leakage.

The 17" screen is very flimsy, and you have to be super careful opening and closing it. The pop-up bottom vent on its face is clever, but it constantly gets caught and pops out of the hinges. This is not good if you ever actually plan to go mobile with your laptop.

I had a number of performance issues, and the battery life is awful. At first, I got about 90 minutes, and it steadily declined from there. And that is where things went bad.

Initially, it would just go to a shorter and shorter fully charged life, then it hit the point where it wouldn't charge AT ALL. (Does this sound like a battery failure?). After about two months of that, it then would not work even off power. I called XOTIC and then ASUS, and they convinced me my 10-month-old computer needed a new $200 charger (chargers apparently not on warranty!). The new charger accomplished ZERO. So after almost a month of attempts to reach XOTIC, they finally responded (I had to call sales department, support at XOTIC doesn't answer). They had me send the computer directly to ASUS in Texas, which I did on March 8 of this year.

After a month (it is now late May), I pressed XOTIC and ASUS to tell me the status, and they stated it wasn't received. About four more weeks passed, and FedEx showed up with the box, marked "package refused".

The package was resent to ASUS with a signature receipt and delivered and signed for on June 6. On June 26, I called again for the status and was told "we didn't get the package". I sent them a signed copy from ASUS (marked June 6 by "Christopher"), and they notified me that they received it on July 11, despite their own signature and date completely disavowing that.

They then notified me that 'they suspect' issues might be damage - when they opened the case, some screws were clearly installed poorly, and the chassis had flaking paint. They also took a close-up of mild cosmetic damage to a corner. Keep in mind, the display was in perfect order other than light leakage, and the issue was that the battery wouldn't take charge or work off AC.

I suggested that if the ASUS machine was poorly assembled, this was an ASUS problem... I never disassembled and replaced pieces with identical crappy pieces - let's get real.

To this day, five months without my laptop, neither ASUS nor XOTIC can give me a straight answer to how this is getting fixed. PS, I also took out the XOTIC "Damage Warranty," which XOTIC won't even acknowledge having any relevance. Light leakage is not damage, it is a "defect," and now that the 1-year warranty from the factory is up (because it sat in the ASUS shop for months).

In the end, there is NO solution on the table. I have no $4000 laptop, no idea what is being done, and both ASUS and XOTIC just craft lovely letters of apology saying "we are sorry for your experience." I have more than 2 dozen of those letters. Not one says what they plan to do other than for XOTIC to fight with ASUS, ASUS to fight with XOTIC, and both of them to ignore me.

Both ASUS and XOTIC PC have illustrated the worst customer experience I have ever encountered in decades. As much as I dislike Apple, and in spite of that sometimes buying more than 100 laptops per year from them, I did so because they took care of me. This experience could not have been more opposite. Both companies do not deserve anyone's business; it is totally and completely unacceptable.

I am taking both parties to small claims court, the first time in my life, but this cannot stand, even if just on principle alone.

I had a laptop battery issue on 11th of Jan and since then I have order it for replacement it has been more than 15-17days there is no update from the service centre and toll-free no. After so many mails they had committed to solve it by 30-31st Jan but till now there is no contact or update from their side, it is really impacting my work and efficiency. I have also requested for refund of my full amount but service centre is saying 750rs would be dedcuted which is too much, i have to bear the loss and waste of my time, pathetic service from Asus team.

I have complained of the defective sleeve received for the laptop.

I have received many mails stating the issue has been escalated. But no one has got any guts to inform whether they will replace the defective sleeve or not. This is a hopeless service I am receiving. All the staffs are hiding behind mails stating it is escalated. Does this company not have any staff who is higher to take decision to resolve an issue. Does the company want the customer to suffer and waste his time in mail. Or the company want us to buy only through your store? Some sort of meaning full reply is expected rather than beating the bush around. It is highly disgusting to know that their services are so poor. For such a petty small issue they are unable to reply.

They gave an update for my laptop last week and since the update the laptop power button doesn't tun on. The laptop can only be turned on by draining the power completely waiting for a few minutes and turning on. And I complained about this many times where they didn't help at all.

The Vivo book i have is extremely overheating that it even melted a plastic bottle that i had accidentally kept next to it while studying. I am an university student i clearly can't afford to buy a new laptop but I'm starting my research project in one month and i can't work without a laptop.

I'm extremely disappointed in their service and product quality and that has affected the quality of my life.

Sri lanka

VivoBook x515

i only bought it two years ago.

I purchased Brand New Asus ZenBook 14 flip OLED, but when I opened the Sealed box, two main contents were missing, the Asus Pen 2.0 and Laptop Cover (Sleeve). Because every Asus ZenBook flip comes with Asus Pen and Laptop cover.

I purchased this item from Amazon, but it is not Amazon's mistake, the manufacturer is sending these faulty items to their customers.

I paid full price for my purchase but got half the contents.

I need missing contents or my money back from Asus.

Please assist me for this little help and I hope they send the contents to me. even I can come for pickup because those contents are very important.

I bought a new Asus unit model X1404VA-AM180W in Singapore dated on 9th April 2023.

Sometimes in early mid October 2023, this model unit cannot be turned ON at all.

Therefore i sent in my laptop to authorised Asus Service Center in Philippines named Gigahertz Proative Service, Committed Care in Philippines dated on 23rd Oct 2023.

Till today it stll has not repaired yet because according to te authorised Asus Service Center agent said that they are still waiting for the parts.

Can Asus seriously looked into this matter urgently!

Case No=N2208042871-0016

I have contacted tech service on chat on the many different phone #'s you have, I bet I have at least contacted Tech service at least 25 Times.

Well each time I get someone that don't know what I'm talking about, all I want is my Bios fixed, but the way I've been treated I won't buy Asus again.

Your just like Asus you don't get it !

The laptop has had a recurring issue where the wifi and Bluetooth drivers will stop working, even after being sent in to Asus for repair. While this is mildly annoying, my bigger complaint is with Asus customer service. I have called and emailed customer service 10+ times to get my issue resolved, but no one seemed interested in listening to the fact that every attempt by Asus to resolve the issue was only temporary.

My daughter graduated in May of 2023 from ASU. Despite numerous efforts she has not received her diploma. It has been inferred that the problem is that of the contractor who sends the diplomas. Two months ago I was told that it take 5 - 6 weeks to receive the diploma.

This is my last request for my daughter's diploma within 5 working days. Otherwise, I will publicize ASU's failure to deliver the diploma that she has worked so hard attain.

James T. Hicks

Re: Madison M. Hicks

[protected]@cox.net

[protected]

This is in reference to RMA ILBCR80070 for serial number R4NRKD021109154 in Israel.

The customer support I have been receiving is extremely unsatisfactory.

I contacted ASUS Israel last Wednesday (August 2nd) about a keyboard issue in my new laptop. It took them 5 days just to pick up the product and the website still claims that they haven't received it.

They are saying nothing definite neither about what to expect nor about how long I should expect the process to take. All I know is that maybe it will get repaired, maybe I will get a replacement and maybe I will get a refund. I tried to ask how long it would take but my question was simply ignored. At this point, I would not be surprised if it took months.

Upon raising these issues with them I could at least find out that an initial check-up of the device necessary for determining what to do with it would take 3-10 business days starting from today! that is, 7-14 business days in total since I reported the issue. How could a simple technical check-up that requires 5 minutes take 3-10 business days? All one has to do is turn on the computer and see for themselves that 8 keys aren't working. This is simply unacceptable.

Besides, the very waiting on that check implies that they think that I may be lying in my claim and so they have to check it for themselves before taking any action. I have no reason to lie. The keyboard issue aside, I very much like the laptop. The best case scenario for me at this point would be to get a replacement. This is simply insulting! A company that cares about its customers and their experience would not behave this way.

The Asus ROG Flow X13 is a top of the line premium device. I have never encountered these kinds of issues before with buying electronics of any sort, and I wasn't expecting them to happen when I spring for a premium device. Not only did the issues happen--which speaks volumes about Asus's quality assurance and its manufacturing process--but there is no resolution of them in sight. I am stuck without my expensive computer not knowing whether or not I should be looking for a new one as I am unable to do the things that I purchased it for, nor do I know when this will be resolved.

A premium device calls for premium customer service, but this customer service is petty and slow. Instead of having it quickly picked up from me, it took them 5 days. Instead of giving me a quick answer once they finally have the device, it is going to take another week or two just to receive the first piece of information. We all know what good customer service looks like, and this isn't it. These days it is possible to ship a new laptop halfway across the world directly to my doorstep in 2-3 days. How is it reasonable that a replacement, if I should even get one, would take anywhere between 10 days and a few months? The range of these time estimates is absurd in itself.

Sent my laptop back for repair after less than a year, as it started BSODing and then a few days later it just shut off permanently. It could power on - the fans would spin, there would be heat, the power button was lit, but the screen was dead. Sent it back for repair, and was also told that storage would probably be wiped. Got the laptop back from DPD 3 weeks later, when the delivery driver placed the box on the skinny side of the box (since it’s a custom flat box for laptops made by asus), where it then fell onto its front, in a rather jarring manner. This was caused by ignorance of the driver, yes, but also largely because the box was not marked with any fragile labels.

When I opened the box up, I was met with a rather disappointing opening. There was a specially made bubble wrap which encased the laptop which was LOOSE inside the box, allowing it to slide around and causing more unnecessary risk of damage. Taking the laptop out, the problems got worse. Part of the radiator shroud (which is like a vent to let air through) had broken off and STUCK inside the bubble wrap. The paint was also chipped in several places, and the remaining areas of the shroud/grille had been bent and mashed.

When I turned on the laptop, it had also turned out that they wiped my laptop. They had replaced my account with an ASUS placeholder account, which they hadn’t bothered to remove prior to sending it back.

I specifically note that they wiped my laptop, as the problem was clearly nothing to do with the SSD on board the computer. I had given them my password, as per requested in repair. It meant that it was obviously unnecessary that the computer had to be wiped.

This was only the first half of my problems. When I took it up with customer support, I was given an illiterate agent who could barely understand what I was trying to say, and wrote english with such poor grammar I couldn’t understand half of what they were trying to say. I’ve wasted the past 2 weeks trying to get them just to understand that the part that broke off the bubble wrap was part of the damn computer! They tried to get me to dispose of the part, and tried saying that the part of the radiator had already came off at the repair centre (so how come it was stuck in the packaging?).

Hi, I'm Chen from China,currently working in Saudi Arabia.

I am a big fan of ASUS and I have been using ASUS products for more than 10 years since my entry in University.

I bought an ASUS Zenbook 14X in China last December in China with 2 years warranty,which is still under warranty now.

I would like to complain the Ensure service center with is the repair center in KSA authorized by ASUS. I've sent my Zenbook to ensure service center due to charging problem. The guy promised me I can get back my laptop in 2 week time. But now I've been waiting for over 1 month, I still haven't get back my laptop. The guy said still need to wait few more week due to no stock in mother board.

I'm not able to do my work without my laptop. I'm really angry with this. Hope you will take action. Their service manner is bad and the efficiency is very low.

The Ensure Service Work Order:[protected]

The SN of my Zenbook:N8N0CV07W54832B

Please contact me by What's App:+966 [protected] or Email:[protected]@qq.com

Dear Sir / Madam,

I am writing to you to raise an issue about: Computer Manufacturer

I purchased the laptop in Indonesia.

The issue that I experienced was: The machine was faulty. I just realized right after I returned to the UK that it would freeze often.

I sent it to ASUS repair centre and they asked me to pay more than the actual value of the laptop to repair it, saying that the warranty in another country is not valid here.

I spoke to customer service and tried to request an upgrade for the warranty, but they insisted that I either pay or get the machine back unrepaired.

It occurred on: 26/06/2023

This meant that as a result, I cannot use the laptop for work. I had several laptops in my life, for many years, and never experienced this kind of situation. Their request is like extortion. I feel bullied into paying more than double the value of the laptop to get a working device.

I want to upgrade my warranty, get the machine repaired, or replaced with a new one. If that's not possible, then I want a full refund.

I look forward to your prompt response on this matter. As recommended by Trading Standards.

Yours faithfully,

Francesco Accattatis

Serial number N2NRCX12Z430084

I am writing to express my dissatisfaction with the service I received from your company regarding the repair of my laptop.

I purchased a ASUS VivoBook X515EA on 31st October 2021 from Compuscience, an authorized dealer of your products. I was satisfied with its performance and features.

However, on 1st May 2023, the laptop started to malfunction and showed a black and blue screen and freezing error. I contacted your technical support team and they instructed me to send the laptop to Ensure Services, your authorized service provider, for diagnosis and repair under warranty.

I followed their instructions and deliverd the laptop to Ensure Services on 8th May 2023. I received a confirmation email from them that they received the laptop on 8th May 2023 and that they would contact me within 7 working days with an update on the repair status.

However, I did not receive any update from them until 15th May 2023, when they informed me that they had replaced the motherboard of the laptop and that it was ready for receiving.

I received the laptop back on 16th May 2023 and checked its functionality. To my dismay, the laptop still showed a black screen and freezing error after a few minutes of use. I contacted Ensure Services again and they apologized for the inconvenience and asked me to send the laptop back for another repair.

I reluctantly agreed and shipped the laptop back to them on 29th May 2023. I received another confirmation email from them that they received the laptop on 29th May 2023 and that they would contact me within 7 working days with an update on the repair status.

However, I did not receive any update from them until 30th May 2023, when they informed me that they had replaced the motherboard again and that it was ready for receiving.

I received the laptop back on 31th May 2023 and checked its functionality. To my horror, the laptop still showed a black screen and freezing error after a few minutes of use. I contacted Ensure Services again and they apologized for the inconvenience and asked me to send the laptop back for another repair.

I refused to do so and demanded an explanation for why the laptop was not fixed properly after two repairs. They told me that they were not sure what was causing the problem and that they needed more time to diagnose it.

I was very frustrated and disappointed with this situation, as I rely on my laptop for my work and study. I had to use a borrowed laptop from a friend, which was not compatible with some of the software and applications I use for my projects and assignments. As a result, I missed several deadlines and lost some clients and grades.

Moreover, when I contacted your customer service on 14th June 2023, one of your representatives promised me that there would be a compensation for my loss within 5 working days. However, no one has contacted me since then to inform me of any compensation or resolution.

I find this situation unacceptable and unfair, as I paid a reasonable price for a reliable laptop that was supposed to be covered by a warranty. I expected a prompt and professional service from your company, but instead I received a poor and unsatisfactory service that caused me significant loss and inconvenience.

Therefore, I am requesting a compensation from your company for the loss I suffered due to the repeated failure in repairing my laptop under warranty. I am asking for your refund offers as well as an apology for the poor service I received.

For your reference, here are the warranty work orders that were issued by Ensure Services for each repair:

- First repair: Work order number: [protected]; Start date: 8th May 2023; End date: 15th May 2023

- Second repair: Work order number: [protected]; Start date: 29th May 2023; End date: 30th May 2023

- Third repair: Work order number: [protected]; Start date: 31st May 2023; End date: 15th June 2023

I hope you will take this matter seriously and resolve it as soon as possible. Please contact me by email or phone to confirm your receipt of this email and to inform me of your decision.

Thank you for your attention and cooperation.