ASUS
Reviews and Complaints

I purchased ($239.00) an asus motherboard from newegg. I received an open box. that really did not bother me at this point. I installed the board. the board would not boot. I requested a rma. they approved the rma. I shipped the board to them. they then sent me an email stating that I bent all the cpu pins beyond repair. I replied stating that I had received an open box and that the pins had to have already been bent, and that my cpu was just fine, working in another board that I purchased from 'them'! they replied by telling me to send the board to asus for warranty. they are returning the board to me and would not refund the funds or send me a new board that was not open. I am just out the money and/or the board.

I should not have to do what they should have done to begin with. newegg used to be the very best! now they just don't care. thats what is happening everywhere, it seems.

Hi,

I had bought asus motherboard 1 and half years back since buying your product I am facing many problems.

Recently it got stopped working and I gave the product to asus service center lamington road, grant road.
I was told that mother board display is damaged and will have to wait for 3-4 days.

I am still waiting to get my product repaired via service center since 3 weeks.

Today I asked for my product I am told that I will have to wait for 1 more week... what;s goin on?

Kindly provide me a solution for this, and let me know asap.

I purchased a transformer t300 tablet on july 3, 2012. I cycles on and off and crashes every 3-5 minutes. I contacted asus technical support and have spent hours trouble shooting resetting and data swiping it as per their instructions and finally on september 9, 2012 I sent it in to their service center for repair. I received it back on september 21, 2012, turned it on and it was doing the exact same thing within 5 minutes. I contacted asus, they said they would expedite the rerepair. so they emailed me a fedex tag to resend it to their service center. on september 23, 2012 I shipped it as instructed and as of today october 3, 2012 they still don't have it in their service center. you see the fedex tag was address to their headquarters in california and the service center is in grapevine, tex. I live in houston, texas. today I am now celebrating 90 days of owning a disfunctioning and now nonfunctioning asus tablet that is on an excursion somewhere in the united states and now they don't have any answers as to it's whereabouts. I will never purchase another asus product.

The ac pin on my asus g73s came loose. despite denials that this was an issue with this model, they did cover it under warranty. I had to pay $60 shipping despite this. once they had the computer, it took them 3 weeks to get it back to me. during this time there was no communication from asus.

When I received the computer I found they had neglected to send the power cable back. another 40 minutes on hold and with the rep. now it will be 24 hours before they even look at the case, plus time to figure what to do, plus time to send me my cable. all in all it will be easily more than a month since I sent the computer (and cable as they requested) plus the money plus the wasted time.
Before buying an asus laptop, be aware of the ac pin problems (they've known about it for years and still do nothing) and the horrible customer service. tough to justify the premium price.

Purchased tablet in january 2012 (approx. $500.00). mid june 2012 it stops working, called asus support and followed instructions from representative to trouble shoot problem. asus representative recommended to rma the unit under warranty. email was sent from asus with instructions on the rma procedure. email stated that I was responsible for packaging and shipment
($73.00). wrapped tablet in several layers of bubble wrap placed it in a box and shipped via ups with loss insurance and a signing declaration. rma facility signed for the shipment. this leads me to believe there was no visible damage to the packaging, several days later after no response from asus I completed the escalation form on their website and received a a day later stating the tablet had customer related physical damage and they would like $411.00 for parts to repair it as the warranty was void because of the damage. of course I flatly said no and filed a complaint with bbb. as far as I can tell from the pics sent it appears the person doing the repair damaged the tablet opening it to investigate the problem. we will see what the outcome of this will be.

Dear all,

The third class and with no sense of services from asus a world's

Third class service provider in laptops...

We have repaired our pc but even after the same repair...

Lap top is giving a worst performance...

I assure u that you assu peoples in india will not be able to survive any more and this is the worst case scenario...

Going to consumer courts and to supreme courts with the third class lap top sold by asus to me.

Thnx
Abhay shah
[protected]
[protected]

Ever since I bought my ASUS laptop in October 29, 2010, I have had problems with my touchpad and the F9 key has not worked. The track pad, and the courser started to malfunction. While I was writing a letter, the courser jumped and the letter was deleted, or jumped back and mixed up other sentences. I returned the laptop to you for repairs twice, but the problems have never been resolved. The technicians I have spoken with have been unhelpful and unwilling to listen to what I try to tell them. I spoke with a supervisor, Ryan, who said that I might have a software conflict with the touchpad and he suggested that I try using a mouse. I am now using the mouse, but still have the same problem.

I have had four laptops prior to buying the ASUS and had no unresolved problems with them. ASUS customer support service technicians have been totally unable to fix my laptop and have been extremely frustrating to deal with. I believe that my laptop is defective and/or has a design flaw. If ASUS stands behind its products as it advertizes, it should replace my laptop without question. I shouldn't have to go through so much aggravation and frustration because of a defective laptop. I will file an official complaint to recover my expenses.

A month after I purchased an asus notebook the charger was ineffective unless pressure was applied, not wanting to bother my parents and thinking it would fix itself I left it. probably a week later after I charged my laptop for two hours when this burning rubber smell filled the room. I tried to remove the charger from the socket but it had melded together, finally I tore it apart but the sockets been damaged. it is just absolutely ridiculous that the only way, is to have it fixed so soon after I purchased the item. the fact is, now that this incident has occured I lack great faith in my laptop and frankly I dont even want it anymore. I reasoned with bing lee (the store) but the only thing they could do was give me an address to have it fixed. what happened was extremely dangerous and the fact it this shouldnt happen to a brand new laptop. second hand, sure. but seriously a brand new $800 laptop shouldnt fail so hugely after only a month, (one week after the two week replacement policy). im pissed, I should get either a refund or a replacement not to have someone fool around with it so it can break again in 2 months.

Do NOT purchase from HIDevolution, sorry.
They sold me a 2920XM processor in a ASUS G73SW laptop; turned out to be an non-retail ES chip (engineering sample), isn't keyed properly to open up expanded BIOS, along with a couple of other problems, and wont even answer my emails or calls...$4K later. A "Ted"
Sorry for the bad news.

Bought a new Asus laptop series U46e from Best Buy at the end on June. Two and a half weeks later the hard drive failed. Sent the laptop back to Asus for replacement of hard drive covered under warranty. Had no problems with the replacement piece but when I received the laptop back from Asus there was no OS system installed and recovery DVD was not included with the laptop purchase. I called Asus customer support and they led me to ester.asus.com which had recovery DVDs for sale for 50 each. However upon searching the site there were no recovery DVDs listed for the U46e series. I called again only to be told Asus can't help me and I am stuck with a useless new laptop that has no OS. Their remark was I should have made a recovery DVD right after the purchase of the laptop. To note, I paid 800 for the laptop. At this point will note purchase another Asus and recommend people to avoid them at all cost.

Asus ul50vt-rbbb
Ul50vt-rbbbk05/core2su7300
... first I should note, I am not a layman in commenting on this situation that befell me. I am new york state certified tech since 1986 and became an engineer in 2002 with my design of the first multimedia hardware system. advertized by intel march 2003, two weeks into the month intel then shrunk down to the itrinium cpu. this I hired alienware to build for me in the area 51 tower on the intel d850emvr. this just a small amount of my personal experience to establish my credentials.

... within one week of first use of the hdmi of the ul50vt went from intermitantly working, to not work at all. this in the portion of the video signal. at this point I took it back to best buy. after they started diagnosing the problem, they loss the audio signal durring this time. this unit has been 3 times to perth amboy for repairs, and to the asus manufacture 4 times, once to louiville, kentucky and three time to the asus corporate head quarters in fremont, california. each time back from either still unrepaired. this when the first time to my local best buy, I had already diagnosed the problem. the asus repeated asking for a handshake from the hdtv (hdcp compatible) after the first had already been recognised between the two units and operational. the recognition has never been seen by either since the first time into repair. I should also note the point of the repair reports when hardware changes were said to be done. this all repair points when hardware was stated as changed. it wasn't, the system event logs would have had reflected the many updates that come with motherboard and io board changes. there were none! the most outlandish of this was from the asus corporate office in fremont, california. this where the system event log and history showed no repair had been done. but someone had been online gaming. this where they had actually downloaded games to ul50vt from a gaming web site. though they uninstalled the games before return the notebook, "no" repairs had been done. when software changes weree done, they changed the operating system. I have windows 7 professional 64-bit on the ul50vt, yet either times they uninstalled the operating system, they installed windows 7 home edition. but still it came back from unrepaired.

... best buy, the geek squad and asus state that the problem is the hdmi cables. yet I use ultra gold lead with a life time warranty. ultra allowed me the replacement of the two I had. now, I have one set still brand new in their plastic packaging. and best buy, they offer the point for me to prove I am right and they are covering up the facts. but will cost me another couple hundred dollars in transporting my panasonic plasma viera hd, plus hiring help to lift it to get there. or I can spend a couple hundred for their inhome service to prove it.. oh yea, no refunds if I prove their wrong and covering up the truth all along. the irrefutable point of proof, the other hdmi units panasonic dvd w/ surround and a sony vaio i5 notebook, plus others I have work just fine with my hdtv.

... it states in the warranty that after three times to a best buy repair (geek squad only) the unit would be replaced. this where even more of the con artist tactics exsits. as the best buy store states this must be approved by the store manager. but the suoervisor of the geek squad said their store manager had been fired and had not yet been replaced. then corporate level of best buy says the geek squad city has to approve the replacement or refund. (which I am left to assume is geek squads head quarters.) which leaves me with the same people I already see are lying and covering up the facts. last, the local geek squad supervisor has changed what he previously told me, stating, it must go to repair four times on the same point of repair (the geek squad only). needless to say, once again, it states three times in the print of the warranty.

... this where the real kick in the teeth comes. it's obivious this point of a best buy warranty is not worth the paper it's written on. nor the asus warranty of the first year. as these repeated non-exsitant repairs have run out the first one, and still not being in the other after spending several hundred dollars just getting this far (the extra I spent in insurance and shipping charges to asus itself.) now looking at the point of civil suite, it will cost me several more hundred dollars in hiring a couple men and a truck to get my panasonic viera plasma hd to a not so local court room, where best buy is at. I had given the records to best buy. this concerning system event logs showing the hardware changes had not actually been done. let alone the points of what occured with gaming at the asus corporate office, which was also included. just like that of most all courts today, it is a poker game. the one who brings the most money win's. be it civil or otherwise.

... best buy, is a store run by con artists. and all criminals, the law protects them. where good citizen's are abused and victimized. I have seen it time and it again in my 55 years. were not suppose to get angry, were not suppose to get violent, were suppose to let the criminals do what they want. then were suppose to go away. as it's either that or we are to spend all our finances in the hopes that we end up with a honest judge. something I have seen no where since judge briggs from easton is the one and only i've ever known...

I've included my reciept as an uploaded *. jpg. purchase was made march 5th, 2010. first use of the hdmi was october 2011. it is obvious that either points of the manufactures warranty or the extended warranty is not worth the paper it is printed on. this ul50vt has been to repair 7 times between the manufature and the best buy geek squad. I have recorded the system logs there in proving the hardware replacements stated in the repair reports were never made. I also have the shipping charges recorded from fedex and ups when dealing the 4 times with asus, the manufacturer. I can also provide screen shots of the asus rejecting the hdmi use. this where panasonic viera plasma hd then rejects it. these showing all the proper setting for it's use, set appropreately. again, I have many such proofs. let alone the point of being able to prove it physically here with my equipment. the additional *. jpgs (scanned images & screenshots) and system event logs I also have available if it would better help in the point. but the thing is you have noted here on your form photos. yet altogether contains 415 megs in related files. of course the pictures are now *. bmp files but I can convert them to *. jpgs as I will the reciept. but even at that, I don't believe that will add up to more than 90 megs difference.

I see no place for my personal info in this form. so i'll give you my voip which is only up durring day time hours. if i'm contacted here I can provide you with landline and cell if there is a need for such. off hours, there is voice mail for my voip. this is [protected], yes, i'm in northeastern, new york. as you can probably detect from the information i've already provided you.

Pro64jq laptop bought in june 2010. 24 month warranty by asus.
2 weeks ago after a windows update installation I switched of my pc. windows took the time to apply the update. then laptop turned off.
The day after the laptop refuses to boot.
Opened a call to asus then an rma gbb3150451.
The 3rd pary supplier (asus doesn't fix laptops by themselves) informed me that, after running the asuss procedure, it has been discovered that the hdd is reporting errors that are not covered by warranty because it looks like it had a shock. 150£ is the supposed amount of money I should pay to replace the hdd and to reinstall the software.
The laptop has never been moved from the desk (I use it as desktop due the limited space I have in my room), it is connected to an ups and the ups is plugged to an electrical surge extrension lead to prevent electric shock.
Sent a complaint to asus as a 10 month laptop, never moved got the hdd broken by itself and this is not covered by warranty!
After being an asus customer for the last 5 years and suggesting everyone to buy an asus laptop (I always bought asus laptops due the excellent warranty support received in the past) I am changing my mind starting to think that asus is alligning itself to the lowest standards available on the market.
Waiting an asnwer from asus after I escalated the issue with the case id=wtm2011052619127653, wtm201105261945508182 and wtm201105261822265991

I bought note book ASUS Model A42J Serial No. B3N0AS03213909D about 1 month ago. And I found 2 problems 1. Battery can't keep the power. 2. Speaker are noisy. I sent my note book to ASUS service shop (Chiangmai Branch) after 1 week the service shop informed me... Main broad damaged and wait for spare part and repair 1- 2 weeks. Which, I think in this case the ASUS THAILAND must be change the new one for me because main board is the important part of note book. So, I hope the management of ASUS THAILAND would'l to understand feel of customer because I was selected ASUS note book already.

Dear Sir / Madam,
I bought an ASUS Laptop - UL80V on 05/25/2010 through BUY.COM and the product was shipped by ADORAMA.COM for $734.99. This product has 2 Years Global Warranty.

The Laptop's keyboard is defective and I also found online that it's a product bug. I called ASUS customer care for returning this laptop as its NEW & DEFEVTIVE, ASUS Customer care said that it cannot be returned as the orders have 14 days return policy even though I received the online product after weeks...

ASUS advertises that this Laptop battery lasts for 12 hours without need to charge again...But It wasn't lasting even for 3 hours..

Finally on 2nd week of December 2010, ASUS sent me an RMA label for sending the laptop to service center for repair...I have already bought another ACER laptop & have a DELL laptop for my use...

Original RMA # EF0C1294 ( I received with the service details but not found it their database )
New RMA # USPT0C1327
C/N : 864-001A
S/N : A2N0AS064041067
P/N : 90NYEA724D1121VT950Y
DATE: 12/21/2010
Customer Name: ARUN PRAKASH DHAVAMANI
ASUS Service: ASUSTEK COMPUTER INC.
121 River Ridge Circle, Dock C
TEL: [protected] / FAX: [protected]

ASUS did not service the keyboard issue and found the battery defective. Sent me a wrong battery ( MY LAPTOP IS UL80V but ASUS SENT ME UL50's BATTERY ) for the laptop. I found it not suitable and informed ASUS to send the correct battery ASAP as it's their fault.

Every day i called ASUS Service but there was no proper response from ASUS customer care agents. They always said that the issue has been sent to the department but no info provided to me.
After talking to few agents, I spoke to their Managers to help in this case..Their Manager's promised that they would call back with the status but nobody did.

Requested ASUS to fix it before as I wanted to send my laptop to India (Jan 14th), No response fro ASUS for a month and after Jan 17th 2011 I received a mail from ASUS asking to fill up a form with my CREDIT CARD information so that ASUS will send the correct battery.
I refused to give my credit card info as the amount I paid already is a total waste and I waited for more than a month. And I requested them to send the laptop to INDIA as they didn't to provide any update / service for more than 2 months OR Refund my money completely...

Now, ASUS seems ready to send the battery to USA. After all this delay and worst service, I cannot expect good service from ASUS.
Spoke to ADORAMA & BUY.COM and they say that ASUS's warranty is not under their control.

IT IS NOT JUST ABOUT WARRANTY BUT 2 MONTHS OF DELAY IN SERVICE.

FROM THE DAY 1, THIS PRODUCT NEVER WORKED AS DESIGNED. I COULD'T GET SERVICE UNTIL NOW. THE LAPTOP'S KEYBOARD IS STILL NOT FIXED AND THE CORRECT BATTERY IS STILL WITH ASUS. I CANNOT EXPECT GOOD SERVICE FROM ASUS AS I NEVER GOT IT SO FAR.
NOW - ASUS, ADORAMA & BUY.COM claims that I am refusing the service.
- MY LAPTOP IS UL80V but ASUS SENT ME UL50's BATTERY
- ASUS DID NOT EXPLAIN THE REASON FOR THE DELAY OF 2 MONTHS.
- ASUS DID NOT FIX THE ISSUES UNTIL NOW.
- NO OPTION FOR SUBMITTING REVIEWS FOR THEIR PRODUCTS ON ASUS SITE
- I CANNOT EXPECT GOOD SERVICE FOR ANOTHER 2 YEARS
- I HAVE PAID $734.99 FOR THE PRODUCT AND FOR ITS 2 YEARS SERVICE.
- DELAY IN SERVICE RESULTED ME BUYING ANOTHER LAPTOP
- I DO NOT WANT TO PAY FOR SHIPPING THIS TO INDIA.

I also request Bank of America ( my credit card used for buying this product ) to dispute this case and get my money back completely for this defective product. Sent couple of faxes and working on getting the solution.

Please help me getting my money back. Thanks for your understanding...!

Its been 5 months and no solution yet.

Best Regards,

Arun
[protected]@gmail.com
Mobile: [protected]

We took our son's notebook in because it wouldn't charge anymore. It's in warranty and we didn't think we had to do a back up, cause it's just the charging that's a problem. Without contacting us the geek squad replaced the hard drive. According to them it was faulty. Now they wanted us to get an operating system for the new hard drive. That will cost us, while it should be in warranty! We will never buy anything from Best Buy again and definitely never ever use the geek squad!

I received an ASUS eee Netbook 1005PEG for Christmas. While surfing on Amazon last night, Dec 27, I got the ‘blue screen of death’ (which I’m told is extremely unusual and generally severe on Windows 7). After an attempt at restart, I got a boot error message and the hard drive began to chirp and chatter (like a broken needle on an LP record). I called their 24/7 US-based customer service. I was on hold for 15 minutes & finally hung up to try again during the daytime.
I called today (Dec 28). I was on hold for 15 minutes again and finally got someone who barely spoke English (this is US-based customer service?). After spelling my name 6 times, we moved on. From the beginning, he made it sound like I had broken the computer (there are 7 laptops in my living room right now---3 Dells, 2 HPs, a Toshiba, and a Mac, so I know how to use a laptop). He said “well what have you done on the computer since you had it?” and continued to pressure me when I assured him I had only surfed the internet (that is, after all, what a netbook is made for).
He attempted to instruct me on a reboot although I had said I had tried it last night & the hard drive kept making more noise, which I told him (asked me to press F2 to get to the bios and questioned me when I told him I didn’t have the option on the screen that he wanted. He also asked me to press F9. I’m not sure what that does because I got the same error message as I had before). Finally, after 20 more minutes, I got an RMA to send the thing in for repairs (after providing, spelling and verifying my email address approximately 13 times). He told me I would have to pay the shipping to them (but ONLY after I asked) and they would (kindly) send it back at no cost. This is a $300 computer that was turned on for 36 hours. I would have to pay 10% of the purchase price to send it back. Reasoning was to no avail, he kept repeating the same lame phrases. I was put on hold repeatedly. I asked to speak to his supervisor; he didn’t have one. It’s now about an hour after we started.
I moved on and asked for the state that ASUS in located in (I am filing a BBB complaint). At first he said he had no idea where they were located, then he changed his story and said they were in Europe but had no idea where. After yet another hold, he told me they were headquartered in Fremont, CA. I asked for an address. After more pressing, he said he wasn’t allowed to give their location.
We then moved on & I asked for his name and service employee number. Again, he’s not allowed to give that information, not even first name. Then I asked for his HR number or some other identifying number to connect him to my complaint.
HE HUNG UP ON ME!
I hope they monitor THAT conversation.

Asus's "no-wait service level" charge of $3.00 is a complete fraud! $25 mail-in rebate minus optional $3 charge for a "no-wait service level processing. read on...

Here's what happened to me:

The first update email that was sent to me by them (asus or their constituents) indicated very specifically the time schedule of the rebate shipment. as it said:
"we are pleased to inform you that your rebate, with the no-wait service level you selected has been processed and approved on 12/03/2010."
"your visa® card will be mailed within 5-7 business days. please contact us if you have any additional questions."

Okay, I thought. I purchased the product in late novemeber and it seemed pretty right-on as far as their pace of processing. haha... not quite!

I checked back a week or so later, only to"track"the update where it then said it would now be postmarked by december 27, 2010. hmmm, I got a little pissed and wrote asus (at) help.4myrebate.com, where they replied in a short and insulting manner saying:"it takes 8-10 weeks from approval date to receive payment."and gave me a customer service number to call if I had any questions.

They completely ignored my question, basically refusing to respond to my complaint that asus's"rebate status update"email sent to me is knowingly representing blatantly false, misleading and fraudulent business practices.

If their representatives state in an email sent directly to me:
"your visa card will be mailed within 5-7 business days"from the indicated accepted and approved date of december 3, 2010, this puts the rebate in the mail no later than december 14th or 15th at the latest. as of this writing it's now the 26th of december 2010 and I have still not received my rebate.

Please then, I must be completely #ed because my math just can't jive with how exactly do they arrive at the"...8-10 weeks from approval date to receive payment" time frame? this suggests I will not receive the rebate until late january to mid-february? this is absolutely outrageous and is also completely contradictory to their email to me, not to mention getting to keep the fee of $3.00 for your no-wait service level processing.

Basically, now my math is actually pretty good, if you just assume they get, say, 100, 000 rebate requests for $25 where the customers all request the no-wait service level, then somebody gets $3.00 x 100, 000 = $300, 000 extra profit for screwing you the customer.

*buyer beware!* asus may make good products but they suck at rebates.

I purchased an ASUS U30JC notebook computer online from B&H Photo on Nov. 30, 2010. The computer was back-ordered, so I didn't receive it until Dec. 10 via UPS. Upon installing the battery and powering up the computer, I noticed that there was a large rectangular area of white pixels in the upper left hand corner of the screen. I immediately called B&H Photo after discovering this, only to find out that their customer support lines were closed already. I also noticed on the back of the receipt from B&H that they do not take returns or exchanges on original manufacturer's computers, which was quite surprising. So I decided to call up ASUS directly to handle the problem, and got an RMA and free shipping tag in an email, but only after 3 hours of waiting for the email and realizing that they must not have sent it to the correct email address. After calling again, they admitted that they sent it to the wrong email address, and sent the info a second time. I packed up the computer and sent it via FedEx on Sunday, Dec. 12. I kept checking the repair status on the ASUS website, and they didn't receive the unit until Dec. 20. So much for free shipping. Anyway, it turns out that they claim that the defect is a "Customer Induced Defect", and that the unit is out of warranty, even though it is brand new, and they claim that it will cost me $300 to fix the unit. I have since contacted B&H Photo, and they are trying to help me, but they suggested that I register the unit online before they get involved. B&H told me that there is supposed to be a 1 year Accidental Damage Warranty (ADW) that covers drops, spills, power surges, etc., and that this should cover the defect, if they claim that the bad pixels are a result of the unit being banged around during shipping. I feel like this is a bunch of BS, because ASUS is also supposed to have what they claim is a "Zero Bright Dot Guarantee", which states that they'll replace the screen if you find a single bad pixel. Hell, my screen had 100's of bad pixels, and they aren't willing to replace it free of charge. One other big problem that I have to overcome is that when I registered on line for the ADW warranty, they say that the registration is not valid until a confirmation email has been sent with a confirmation number, and in order to complete the registration, I have to send the confirmation email, via U. S. mail to them, along with my receipt from B&H Photo. Well, it has been 6 hours now since I registered for the ADW, and I still have not received the confirmation email. It is very clear to me that ASUS is not willing to back up its warranties and they make sure that it is a painful process for customers to be able to use their warranties. It is very sad, because I have another ASUS computer that I never have had any problems with. I have contacted the credit card company that I purchased the computer with so that I don't have to pay for the computer until the issue is resolved, so that is the only good thing that has occurred so far with this mess. I've attached a photo of the screen defect. Anybody with any knowledge of LCD displays will tell you that this is a manufacture defect, not something that would occur as a result of dropping the notebook. It should have been an open and shut case, with ASUS just replacing the screen or the entire unit. It's very surprising that in today's economy, companies are willing to treat their customers like crap. All I can say is don't ever buy a computer via mail order. Stick with your local stores, and avoid trying to find a "bargain" on line.