ASUS
reviews and complaints

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.

Hi, I got this Notebook X540Y in the month of November 2017 and product is still under warranty.
For the initial 6-7 months laptop was working fine but then this automatic restart continuosly issue has surfaced from last 1.5 months. Once you start working on the laptop after 10 mts it automatically gets rebooted destroying all of your work in progress. You again start to work, system gets rebooted.
I have complained to customer care but they have not helped.
ASUS IF YOU ARE UNABLE TO GIVE ME A GOOD SOLUTION FOR REBOOT ISSUE, THAN REFUND MY MONEY, ELSE REPLACE THE MACHINE.

I WILL NEVER RECOMMEND ASUS PRODUCTS TO ANYONE.
PLEASE DON'T BUT ASUS PRODUCTS AND GET DUPED. THEY ARE FRAUDTERS.

Dear Team
I am facing lots of problems with this device, i want my money back, otherwise replace this product, its speecker not working I repaired that from ur authorise service center, now its sim slot not working and its charger slot is too loose, i went to purchase new mobile to the dealer but he suggest me to buy this product and i purchsed that, but niw i am suffring a lot, i want my money back or replace the product.
I am unable to go to ur authrize service centre again and again, it is too far from my residence, aprox 80km.

Date: June 15th 2018

I purchased my brand new Asus Republic of Gamers GL502VS-WS71 laptop through XOTIC PC on May 20th 2017. I had customised mine through XOTIC PC to have a better thermal paste and a 2TB FireCuda Hybrid drive. I used this laptop for a little over a year with no issues with the laptop until 15th June 2018.

Just under a month after the 1 year warranty had expired, while I was playing games in an air conditioned room with a laptop cooler giving further cooling to the internals of the laptop, my laptop screen went black and was no longer turning on. My friend that I was playing with told me this is a normal issue with Asus laptops and can be solved by holding down the power button and waiting for a while. When that didn't work, the next day I took it to the nearest Asus Service Centre in Chiang Mai, Thailand. They held my laptop the whole of June 16th and were able to allow it to turn on, however to properly check my laptop they asked me to leave it there for a few days. I needed my computer so I took it back for the weekend and handed it over on June 18th. From June 18th-20th the service centre performed tests on the computer and told me it was possibly a bad motherboard and battery. They told me it was company policy that they would only be able to replace the motherboard and not repair it, however the kind lady suggested me to take it to Computer Plaza or ICON square to have it repaired since it was a small issue. Otherwise thanks to company policy since my laptop was out of warranty I would have to pay 30, 800 Thai baht, approximately half of the price I paid when I purchased the laptop itself. When I took it there, they reinstalled the software and told me only a new battery was required, which I tried to replace at the service centre. However none of the batteries they put on my computer were charging properly, until the service centre eventually gave up on providing me with a functioning battery. I had been to the service centre around 5 times over the span of June through to middle of July to have my battery replaced, only for them to tell me none of their brand new batteries were charging. They then decided to test with a new motherboard and see if it really was my motherboard that had issues. After a few days of testing they came to a conclusion that the motherboard on my computer was completely fine. They then gave up and told me they could not get me a proper functioning battery. This was not much of an issue for me since I used my computer plugged in all the time anyway. However on August 4th 2018 my computer stopped turning on even plugged in, but it was able to turn on with a battery connected. This was the same battery that was said to be not working when I took it in the first time. This concluded that it was the motherboard not giving power to the laptop properly. I took it once again to ICON square to have it repaired, which was done in less than half a day. Performance wise I was not getting the same as I had for the past year, but it was still usable. Throughout this whole fiasco I constantly emailed Asus' support online however none of them were helpful at all. Not a single one replied with a proper answer to why my product failed only less than a month after the warranty expired. Every single one gave me a generic robotic answer of an apology for inconvenience caused by their product, however none gave me a proper solution to fixing this issue despite my constant pleas for help. I have finally just emailed Asus one last time asking whether they want legal action taken against them to solve this issue since it has been more than 2 weeks since their Customer Service man "Kator" has replied to my message saying that they will pass this issue to the service team to look into it.

Throughout this whole incident I have talked to Pohnrisa of Customer Service Center, Lawson R of Customer Care, Andrea M of Corporate Customer Care, Elroy B of Customer Care, Harry R of Product Support and also twice to Kator of Customer Service Centre and none of these 6 staff members have helped me through this difficult time.

I have around 9 email replies from these staff members which is why I am not sure if I should include all of the emails.

Desirable Resolution: Replacement of the Motherboard without having to pay the hefty sum of 30, 800 Thai Baht.

I am just a university student with not much spare money to spend on expensive repairs such as this. I bought this laptop as a one time investment thinking that a powerful laptop like a gaming laptop would be able to last me a very long time without needing to purchase a new laptop for at least 5 years. I had owned a Macbook Pro since 2013 before this and I am still able to use it to this day, however it was no longer convenient using mac software when all of my tutors and course mates were using Windows. Also I wanted to be able to enjoy playing games with this new laptop since I was unable to with my previous one. Which is why I went to Asus because it was cheaper compared to other laptops for the same performance and my friends had recommended me as well, however it seems that going cheap didn't last very long.

Thank you very much for reading this and I hope something good can come out of this situation. I am most likely not going to purchase another Asus product due to the terrible customer service they have given me, however if this issue is resolved I will be more than happy to buy Asus again.

I am an expert and handling and installing motherboards, after a long day of work and a day at the beach I come back and home my motherboard would refuse to start up,

the motherboard failed no Q-CODE LED start button would light up but no reponse
NO physical damage take Pictures of the motherboard
ASUS TRIED TO SCAM ME AND I HAVE PROOF

THey will say that your merchandise has been physical damaged and say its not covered in the warranty

An Open Letter to Jerry Shen, CEO of ASUSTeck

Dear Jerry Shen,

As the CEO of ASUSTeck, 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 to warn others about the product.
Receipts of the numerous repairs that had to be done - none of which worked - are also attacked 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 a 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 around 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 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 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.

Sincerely,

Tatiana Jervis

I purchased an [censor] router rt-ac 1200 thru newegg and attempted to connect it per asus included instructions. after completing the install setup,
A login page pops up. unable to login, I was directed to their technical support. they said that my new asus router could not be connected to my system until they made some changes on my computer. well after charging me $199.00 my system speed dropped from 239 mbps to 97 mbps and there and wi-fi speed dropped accordantly. I survive on social security at 78 years old and $ 199.99 is a ton of money to me.
I hereby request that my $199.99 be refunded by asus to me.
Norman knoebel
716 brooks dr
Mesquite, texas 75149
[protected]@yahoo.com
[protected]

Dear sir/madam I gave my phone in hyderabad service centre (regeneris india pvt ltd 1-2-64/1/2 2nd floor, nandavanam complez behind brand factory parklane, secunderabad -50003) contact no:+[protected]/040-[protected]/040-[protected]) regarding my screen display problem they are not even providing me correct resolution my all important things with that phone as iam a private employee please do the need full and solve my issue as soon as possible.

I will never buy an asus product again!

Not only are their products poor quality but their repair department is incompetent. the customer service department is outsourced to the caribbean which makes them ineffective. I purchased the asus roc g20cb gaming desktop in april of 2017 from best buy. after 2 months it would not start. I was instructed, by asus to send the unit in for service. they told me to include the adapter and power cords so that they could also be tested. sending the unit back with insurance cost me $60.00. ten days later, I got the desktop back with a report saying, "tested ok ntf" as in no trouble found! however, the repair department did not return my two power cords! how can I verify their fix without power cords?! I immediately called customer service. I received several apologies and a commitment that the power cords would be expedited (2 days) back to me. but they then send me an email saying the cords would be returned in 5-7 days. after 6 days I called customer service to find out that nothing was done, nothing was sent out.in fact the repair department had not even replied to customer service on the power cords. asus hires customer service in the caribbean and does not give them the ability to reach the repair department directly. what they do is open an rma (return merchandise authorization) that the repair department answers. I got a half dozen more apologies and a promise the the cords would be returned to me in 2-3 days. 6 more days go by with nothing returned to me. again I called customer service, they admit that it is asus' fault that they lost my cords. I do not understand how a large, million dollar company such as asus does not have spare power cords to send me! another week goes by and the incompetent repair department sends me one cord! when on three different occasions I told them I required 2 cords, one that is 180w and the other is 230w (and all conversations are logged). they assured me that this problem will be fixed.

I had no recourse other than to ask best buy what they could do for me. they normally have a 15 day return policy. after hearing the entire story, they tested the unit and found out that it still would not start up! asus did not even attempt to fix the unit and sent it back to me minus power cords so I could waste valuable warranty time! best buy agreed to exchange the unit for another manufacturer's pc. they even took it back minus both power cords. asus has not followed up other than to have me send the unit in again and spend another long month of frustration. best buy was able to exchange the asus for a dell alienware pc. the most important factor when buying a computer is its support and how effective their customer service is. asus fails miserably at this. after this experience I went to asus message boards to find hundreds of similar complaints with customer service and how they give you the run around so that you use up you warranty time and then have to pay for repairs.

It's better-than-average video performance for a Nettop, but that does little to spare this system from its weak overall performance and the variety of competitive, more well-rounded alternatives for low-cost video and gaming. I like it. It's certainly no computing powerhouse. But Asus' compact detachable brings premium design, a few surprisingly high-end features, and epic battery life to a price point that's a fraction of what you'd pay for

Order number: w1709090945211673
I have used my phone today (sept 18th 2017) for the first time, having received 2 days ago. when I tried to start it for the first time, only the battery icon appeared on screen, so I assumed the battery was dead. twenty minutes later, the phone was at 100% power. after four hours it had reduced to 1%, so I charged it again. after twenty minutes it had reached 100% again. it immediately started to deplete at an alarming rate. it would appear the phone shipped to me has a very faulty, or used up battery.
Obviously, this phone is of no use to me. what action do you recommend I take? or, is there some measure I can take to correct this problem?
Distressed customer,
Anne finan.
Ps. please reply to email, finan. [protected]@hotmail.com. delivery was very fast and the phone looks perfect. it is just that it will not hold a charge.

I brought my laptop In October 2016.
Since then it was repaired twice for the same issue i.e. abrupt shut down of laptop.
Now, once again I am facing the same issue.
It is very sad that I trusted Asus quality and I did not get the desired quality.
My product is still under warranty right now so I can get it repaired at your service center. But what will happen when I face the same issue after the completion of warranty period ?
It is clear that the product is defective. Then why should I suffer for a faulty product.

This time I am not going to accept the service repair solution that Asus will provide.

I need a better permanent solution to my problem. I will not bear the cost of repair if I face the same problem again. Why should I suffer for a faulty product that Asus has provided me.

Please find the below details of my laptop :
Model : K541UV-XO029D
Serial number : G7N0CV14W28430D
Purchase date : 03/10/2016
Registered email : [protected]@gmail.com
Phone number : [protected]

I've bought an Asus laptop and it crashes as soon as it gets Windows updates. I Tried to recover, re-install, hide driver updates, etc.. didn't work and 3rd day of my purchase I returned the product and asked for my money back.

I've sent laptop to Asus to confirm the issue. They returned it back saying that they confirm the software problem but there was no problem with the hardware and therefore they will not accept my request.

I live in Turkey and customer laws apparently not as strict as the US. When the law doesn't make this company do something, they simply don't. Such ethics huh? Check out their chairman's mambo jambo on their website. Full of lies...

I'm an hurt customer by Asus in Turkey. I couldn't get to anyone listening to me there so I complain here. May be their "ethics" resurrects from dead in area too.

Customer service is terrible and support that knows absolutely nothing about troubleshooting issues,. my original computer was sent to asus because it would not turn on, it could not be fixed so I was offered another computer, which had more issues than the original computer. I have been three months and two replacements that had a litany of issues and now; no computer. I have feverishly tried to contact everyone to get this issue resolved but either the system is down and cannot be transferred, the agent is not at work, or the agent is no longer with asus. all asus lies!

Dear Sir/Madam

I Shobha Anchan, took this Cell Phone 6 months back. And very soon within a month started getting hot and then used to Shut Down. Then shown to the person from the place where I had taken. Thrice I had give stating that there is a issue with cell phone motherboard.
And again still it is with the service guy and they are not able to fix it.
They are nor replacing/nor refunding/nor they are able to fix the issue.
I am tired of them. Tried to complain at many place. But of no use.
And this is one more place, hoping to get support from you at-least.
Kindly appreciate, if you can do something. Otherwise I will have to post to facebook and other social media to show how much trouble a person has to face from ASUS, for buying a ASUS cell phone.
Attaching is the receipt of my Invoice.

Thanks

Shobha Anchan
shobha.[protected]@gmail.com
Cell : [protected]

I've had my lap top not even one year. I use it every day for work.
The hinges are all of a sudden breaking on me. not fully but they are loose and getting worse. I tried to get asus to help. the level of service I received had me in tears.
I can not afford to send me lap top in for unforeseen amount of days. I use it for work. I must have it! they want me to even pay for the shipment.
On top of that the call center was rude, unsympathetic and completely unwilling to provide anything outside of what is convenient to the company. I will make complaints everywhere for this. consumer state and federal complaints as well. social media, blogs!
I'm livid. they have no idea what service is... zero. asus I thought you were better than this. I trusted you!
You're warranty is not "best in class" and you do not "aspire to be the incredible for me". you failed me!

Hello,
On 29 april I brought the asus zen selfie (qr-899) mobile phone from mall of qatar sharaf dg outlet. after a week I figure out with that the unit is having a poor wifi connection problem. means that the wifi connection is stable if it is near the router. but if if go to next room the wifi is disconnected. but in other cellphone like samsung lenovo iphone they don't have such kind of problem in same wifi connection. so I go back to the outlet and ask for solution. they said that they will send t to service center. they send it by 9th of may to service center. after 2weeks they called me today saying that the phone is repaired but it has still same problem. I ran back to sharaf dg and said that the phone is not repaired they do not believe me. after a long conversation they are agree to send it back to service center. again I need to wait for 14 days.
I am quiet dissatisfied with the service of sharaf dg /refund /return/repair policy.
When I will get my cellphone back.?
Or what solution you can provide for me?
Please provide me a quick solution because I am contact less now.
If you want to contact me you can call my friend mobile number
[protected]

Got an asus laptop a month ago. found out its defecitve. the more I look in asus I realise I should have looked into how many complaints there are.

Anyways. asus is telling me I must send my laptop back to be repaired.

I want my money back or a new laptop. I should not be returning something for repair a month after I bought it.

I personally would be ashamed to sell such shoddy products.

At this rate ill have to send my laptop back every month until my warranty is up?

Asus will be the biggest headache to work with. will I buy asus again? nope I am not a sucker!

terrible products. terrible policies.

Buyers be aware, my negative experience is relating more with asus billing practices. I ordered the asus rog g752vy-dh72 2/24/2017. the following day, I received an email telling me that my order is pending and that I will need to call them (asus) and then call my bank through a 3 way conference to verify my name, address, and card information before they will release my computer for shipment. my problem with this is 1) it’s very suspicious. 2) never in all my years of doing business have the business taken my money from my bank account and only then decide to verify that the funds are actually mine? 3) if this is their verification process, it needs to be listed on their website so the costumer is aware of what the company (asus) is going to be asking of them, so they will be able to make the decision of whether or not they want to be subjected to that type of inconvenience. needless to say I cancelled the transaction. today is 3/1/2017 and I still don’t have funds returned to my bank account. i’m extremely upset over this experience and will never use asus again.

I bought a brand new asus laptop and my sound drivers don't work. i've spent hours trying to get them going and can't. I just spent another half hour on the websites trying to get a legitimate phone number and not a scam site only to find that there is no support on the weekends. the only thing I plan to do with this laptop now is return it and buy another brand. support sucks big time. it should be 24/7 for the amount of money I paid for this thing. plus it should have came in perfect working condition.