ASUS
Reviews and Complaints

ASUS does not want to honor their warranty.
Worse: they will not fix your computer unless they reformat your drive. They refuse to do a backup first. All data will be lost. This is important because if your computer won't boot you will not be able to do a backup. You will lose everything.

If you have your laptop repaired, you get a short three month warranty. But they will not honor that warranty even if the laptop is returned to you still broken.

I’m really disappointed with the customer service experience from ASUS. My laptop has a known issue with the hinge, and instead of assisting with a proper repair, they’re trying to find ways to avoid covering it under warranty. I’ve been dealing with this issue for a while now and expected better from a company like ASUS. The lack of support is frustrating, and I hope they reconsider and offer a proper solution.

I have an Asus Vivobook Pro 15 OLED (Ryzen 7 4800H, GTX 1650 MaxQ, 16gb ram, 512gb SSD). When I bought it, it was working absolutely fine and I was happy with it. But after a month of its use, it started shutting down randomly while usage. It was overheated at that time so I assumed that might be the issue. I called asus and raised a complaint regarding the shut down issue. This is a creator laptop and it shut down while using Adobe After Effects. The engineer checked my laptop and run a stress diagnosis and the laptop shut down while the diagnosis was running. So they took the laptop away and changed the motherboard. The issue still persisted. This went on for months. They changed the motherboard (twice), keyboard, display, adapter of charger as well everytime I took it back to the service center. But the issue still persisted. They raised a complaint for each specific part everytime instead of nothing it down as "shut down, reason unknown" instead, they just ordered new parts and changed it everytime and wrote it down as issue solved, and the issue still existed.

They serviced my laptops several times changing the thermal paste as well. It was of no use. So I talked to a higher authority in Asus through call center agents. They scheduled a call with me in 3 days time and after a thorough discussion, they mentioned I should give them a video proof of the issue and they'll see what they can do and still I specifically mentioned that it's defective and replacement would be a better option. They said, we can't promise you that but we'll see what we can do regarding the same. When I sent them a video proof of it shutting down, they simply declared that the video is old and rejected everything that I said even though the video has proof of me sitting in front of it, date and time of the video and it shutting down and me booting it up again. They said they most they'll do in such a "fake" case is they'll extend the warranty for some time (spoiler alert: they extended it to just a month). So they issue still exists. I bought a laptop before this which was Asus TUF A15 and in one day of its arrival, the speakers stopped working. When I put it up for return, I got the refund of 70,000rs after a month.

After the Vivobook case, I recently bought Asus ROG G16 Laptop (i5 13th gen, RTX 4050, 16gb ram, 1tb SSD) and it's battery stopped working in a month, so again I raised a complaint (AGAIN) and they took it back for repair, I gave them all of the details of my experience and they said "bring your Vivobook, we'll fix it as well, i know what the issue is" (ps: this was a different service center). So they took my Vivobook, handled it poorly, said that it needs servicing, took 800 bucks from me (which is fine for servicing) changed the thermal paste and when I took it back home, all the screws were loose and the back panel was loosely fit. Coming back to the ROG laptop, they said aux slot popped off when they opened it so they ordered a motherboard (on their own) and changed it, and are now waiting for Asus's approval. Two days later they call me and say "Asus did not approve it, you'll have to pay". I was not included in this motherboard thing. They even sent me a bill for it through email. I talked to several agents and finally fixed that issue that it wasn't my fault that happened. I bring that laptop back home, after using it heavily for 1 hour, it shut down (this is the ROG laptop) and ps, the Vivobook laptop now shuts down more often. Both these laptops are up to date with their systems, bios up to date, all up to date drivers, both have thermal paste in them, no oveeheating when it shuts down most of the times and error logs just say "unexpected shut down, so no log could be created".

This has been my experience with Asus and I specifically suggest you, you're lucky if your laptop doesn't shut down on its own. Because of it does, Asus would never find a clear solution for it.

As I delved into the reviews of ASUS Computer International, a technology giant, I found a mix of experiences. Some customers praised the durability of ASUS laptops, highlighting their reliability over the years. However, others expressed frustration with malfunctions and poor customer service. It seems that while ASUS products can be long-lasting, issues with repairs and updates have left some users dissatisfied. If you value longevity in your devices, ASUS might still be a solid choice, but be prepared for potential challenges in case of technical issues.

RAIDXpert Utility on brand new mobo, not working ! Can't create any RAID configuration (tuts online and your posted pdf' Howto also not working ? In BIOS under ADVANCED/RAIDXpert Configuration Utility/
Array Management/Create Array -- this last option grayed out ? Also chipset 1 Temperatre = 70 degree Celsius and Chipset 2 Temperature= 64 degree Celsius. Heatsink on mobo above NVMe 4.0 2x slots so hot u can burn your fingers without any load pure bios operation ? (CPU used Ryzen 9550X3D)

This laptop has battery backup problem. I seen online asus laptop F15 Tuf gaming laptop battery backup is for 6 hours but when I purchased this laptop. The F15 FX506HF TUF Gaming laptop has only 45 minutes to 1 hour battery backup and the volume of sound of this laptop is very low to listen and in only 3-4 months it is slow to work when I search any thing or want to play video the it take buffering. I purchased this F15 FX506HF TUF Gaming laptop from ASUS Showroom in Lajpat Nagar market. I very disappointed with ASUS services. This is cheating. Plz solve this.

I originally purchased an Asus notebook from Walmart in September 2023. First day I turned it on and tried to connect, a message appeared on top of the page, saying it's could not connect, try again. I was literally 2 feet away from my modem. I had problems from day one, talked to Technical Support many times. Finally I sent the notebook back, according to the tech, it would be worked on and sent back, mind you, it was a "new notebook." I believed the tech, I sent it out, received it back, same problem 2 or 3 more times. The product was in the repair shop more than I had it in my possession. Spoke to a Supervisor, she asked me what I wanted to do, I replied, "I would like new notebook, in which she replied, I'm sorry I can't give you a new notebook only a certified one". A certified notebook was sent, all this from September of last year to now, I have the used certified one, having problems again. Called Technical support to tell them, some of the key letters were sticking, and the volume went up and down on its own. Sent it out last week on Monday, February 26, 2024. Received it back today, March 4, 2024...same issue. I'm so sick and tired of this product. I don't want to deal with this any longer, I want a refund of a new notebook. I did file a complaint with the AG of Illinois on this matter. I have heart disease, and all this frustration, being pissed off with the product, I did tell the Supervisor I was going to get in touch with a lawyer to ask about my rights on this matter. Refund or a new notebook, no more certified or refurbished notebooks. Your technicians weren't trained well, or they need retraining again, putting it mildly.

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 made a complaint several months ago because I'm having trouble with my ASUS router and because when I called in to customer service they always brushed it off, I made a complaint to the presidents office. Zandrea from that office contacted me in a few days and said that she was going to be able to help me with the problem that I'm having, I was hopeful because I thought that she wouldn't blow me off and act like the people I contacted her office for. I was wrong I responded back to her email on September 20th and to this day I still have not gotten one question answered that I have asked. I have a serious issue that is causing me to not be able to configure my home router the way I would like to and when I pull the config file it doesn't match with how I have it set up. I can't edit the config file because I don't have admin rights for some reason and I need to get possession of my routers back. I purchased them for my home network and don't know why this is happening. Zandrea referred me after a couple of months to someone who claims to be in the tech department but his email is asusna.com and I can't find anything on that domain.

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!

Response when asking for support for which PCI slot to use on an Asus board with an Asus Thunderboltex 3-TR:

"We can only recommend you to refer to your thunderbolt owners manual/manufactuer for any spec or performance queries as we can only provide support for ASUS manufactured products.

Whilst we are aware of what you mean by the PCIe lanes we cannot give judgement on whether altering the properties will effect your device as there is no offical ASUS documentation to support or recommend any such configuration changes. "

Follow up once I specified that I was speaking about an ASUS product:

"Both intel and PCMAG also state thunderbolt 4 is backwards compatable with thunderbolt 3 however the speeds will default to that of thunderbolt 3, id recommend giving these a read if you are having issues with the backward compatability. "

Referring to PCMag is outrageous and I never specified I was speaking on backwards compatibility regarding Thunderbolt 4 to 3 -- my device is a Thunderbolt 1 that I cannot connect to Thunderbolt 4, hence my downgrade to Thunderbolt 3; this was in response to me emphasising that no ASUS documentation clarifies that Thunderbolt 4 is not backwards compatible to 1, since I was referred to ASUS documentation -- I had to point out that the documentation is flawed.

At no time was my question about which PCI slot to use was answered.

Called for helping me to setup the vpn and remote access to pc from another network in different location. I spoke with 4 different people. They took down my question and information then it took forever to get transferred to a specialist. When I got to him it was static he said, but it was on his line as I did not have that issue with anyone else. After a question I answered him, then he hung up. I called back again pissed off and asked them where you are located. He said USA, but all of them are from India that I spoke with. So they lied over the phone, they had bad signal reception, and they hung up on me . I spent just over an hour trying to get through to people. The last idiot I spoke with took up 30 minutes of my time by asking me what my question is. Then said hold on because he will transfer me, then came back to me to breakdown the question, and he did that 3 damn times to me where he asked my reason for calling. Each time I explained to this idiot he said okay he understood. Then he came back to me starting at the beginning as if it was someone new I had to explain it to again why I am calling. Towards the end he is trying to explain to me that it is not possible, so I hung up on the [censored] for wasting my time and made me furious. ASUS makes great products, but their customer support is complete [censored]. So it is not worth buying their products if in the end you have to deal with idiots like I did and resolve nothing in the end.

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 !

i had a laptop LCD replaced from service center asus nadaun himachal pradesh india, on 21 oct 2023 , i had to visit the service center my self because the on-site service provide by asus was 550inr but the engineer was asking 1500 i complained about this but after waiting weeks asus didnt provide solution , so i had to visit there myself and get the part changed, prior to this i had prepaid for the part and someone from the service center had contacted me on whatsapp and was in touch but when i paid on 7 oct they ghosted me , no one picks my calls , no message replies , i complained about this and got a mail revert on 16 oct and still no contact from the service center on 20 oct i threatened them that either give me money back or i will lodge a case and then they informed me part have arrived please get it fixed . so on 21st oct i drove 3-4 hour each way to get there and got it fixed but there were some incidents , 1- some dude with shaking hands proceed to repair my device he was not the assigned engineer , he was asking instructions through out the repair process from the engineer i was assigned ,2- they didnt had some 'gaskets' which holds screen in place and used some others they had laying around saying this will work 3- the LCD display have a chip on the bottom side and i was bent on an angle and was supposed to be straight in order to fit into the housing they literary lay down the lcd panel on some foam material and started pressing it down and then they fitted it and then there was a screw cover they had lost and they put a piece of black tape and said repair was done and told me to check it i run some test i knew and it seemed ok so i left and got back home , i didnt checked again as i had to go to gym and them hospital late at night next day in evening i wanted to use the laptop i opened it and then while adjusting screen a crack appeared i panicked and there was a protective film they had left to better protect the screen i removed it and it further deteriorated the damaged that had occured , this was sunday and was unable to het hold of anyone s mailed a complain in haste stating that them film that they had left was to blame , but in night i remembered a black screen test ( it is to see pressure points and requires pitch black room) and i saw multiple pressed in the screen , from one of them the crack had originated , so this was due to improper installation or the pressing of the chip they had performed and now after 2 weeks they are refusing to do anything , and this was a 3rd party service center that asus was commissioning and there behaviour is just ... i can not tell about it ... it is just horrible

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.

I purchased a laptop for editing YouTube videos but I only used it a handful of times because I've been really sick, anyway I edited 3 YouTube videos uploaded one and left the rest but the next day the screen wouldn't come on and it wouldn't work with an external screen!

I contacted Asus customer service UK who said it needed to be repaired and collected it as an rma, they took it away boxes like new in its original box and protective packaging for it's return journey.. It came back a week later in a cheap thin white box with no protection and no fragile labels so it got crushed and now I'm left with a devalued laptop missing its box and a horrible keyboard imprinted on the screen!

I've emailed the service centre they said it arrived without a box so I said I will contact the police for a crime number as they basically said DPD must have taken the box..

That sounds crazy as I watched the lad put the laptop box in the red tray and he said it's absolutely fine, so the service centre basically chucked away or lost my box and that resulted it it being terribly poorly packed and ruined! I've contacted UK trading standards who are about to start legal proceedings under the trading of goods act or something but I expected better from asus

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]

Dear colleagues,

I'd love to get your support or advice, as long as I'm losing my hope to get my machine fixed, communicating with official service.

Long story short:

I bought an Asus TUF laptop in April 2022 in JIB in Pattaya, Thailand. It has 2 years warranty. Starting from the beginning the laptop does not function properly. It freezes, programs shut down itself, laptop reboots itself. I strongly believe that this product is FAULTY. I have sent that laptop to the official Asus repair center 7 (seven!) times - 6 in Phuket, 1 in Bangkok. Every time they return the machine, saying that they have fixed it, but every time it repeats. Service center just reinstalls the operating systems, that's it.

I have a video proofs of all lags and crashes, I have error journal saved as well. Still Asus cannot investigate the case properly and they do not take their responsibility replacing the faulty unit

Honestly, I do not know what to do next. How can I get a replacement or send an official complaint to Asus? How can I raise that issue?

Vladislav

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