Asus

ASUS Customer support is truly the worst I have ever encountered. This opinion is derived from several separate experiences, but I will document this last one. The last computer that I built is a PC, and for the Mid-Tower case I bought a ASUS TUF Gaming GT302 ARGB. Around 4 or 5 months ago the front panel USB C connector started working and failing intermittently, and eventually it would only charge my phone but would not pass any data. To eliminate the possibility of a motherboard problem, I unplugged that C connector wire from the motherboard and plugged in a rear mounted USB-C header. It worked fine, so I determined that the issue was with the front USB-C connector or the wire that comes from it. The PC case is still under warranty until 2027, so this would be the responsibility of ASUS. The first time I called about it, I had to answer several questions and provide the serial number of the Mid-Tower case. I was put on hold and transferred several times until I finally got to the right person. I asked that person if they could send me a new USB header and I could install it myself. The person said I would have to wait 2 full business days until he would have an answer for me, and they would get back to me. That call took over an hour. After the two days I called back because no one got back to me. I was again put on hold and transferred to different departments until they found me the right person to talk to. The person said that It had been decided that since it was a soldered part that they would have to fix it. I told him that it is NOT a soldered part and in fact it can be removed with 2 screws and unplugged from the motherboard. Much to my surprise, he then made me email him a picture of the 2 screws that I was referring to, even though it is their product, and it is also illustrated in their service manual for that product. He put me on hold again for what seemed like forever to discuss my situation with his superiors (Now mind you, this is all for a small part that screws to the front of the computer and plugs in to the motherboard). When he finally came back he said it was decided that They could only fix it under warranty if I shipped the enclosure back to them. I said there was no way that I could possibly gut my entire water cooled computer and then ship this heavy and huge enclosure back to them, and it would certainly cost me over $100.00 to ship it. He said the only other alternative was to get me the part number for the part that I need, but they couldn't sell me one. They emailed me the part number and I scoured the internet looking for it only to find that there is absolutely nowhere to get one. I called them back again and went through the transfers and being on hold forever and finally got to the right person for a third time. I told him there is no place where I can buy the part, but I may have a possible solution. I asked if he could give me a discount on a whole new Mid-Tower and I would buy it from them and use it for parts. He put me on hold forever again and came back and said they gave me the part number, and if I wanted to I could ship the enclosure back to them, and they would repair it. I told him that there is no way I am shipping this monstrosity back to them and waiting a month to put my computer back together. After that I basically said "Thanks for nothing" and told him that ASUS has been the worst company I have ever dealt with. I ended up installing a rear mounted USB C header and ran a wire around to the front of the computer. Problem solved with absolutely zero help from ASUS after around three hours of phone calls!

I contacted ASUS support regarding an issue with my monitor. After multiple repair attempts and continuous problems, I reached out to request fair compensation. The device has already been returned twice, and each time a new issue appeared. Despite clearly explaining the situation, ASUS offered only a 3-month warranty extension — no actual solution, no proper apology, no compensation. It honestly feels like I was ignored and dismissed. This is not how a global tech company should treat its customers. I expected at least a replacement, partial refund, or something meaningful after wasting so much time and effort. I'm extremely disappointed, and unless ASUS reconsiders how they handle support, I cannot recommend their products to anyone.

Bought an Asus Zenbook laptop 3 months ago, it had some software issues, so I contacted the customer service, sent the computer to the service centre, when they returned it, it was damaged, with the screen broken, a dent on the side, the touch screen didn't work. I went back to them and told them the situation. They kept asking for the pics and wanted to repair the useless broken laptop, to which I kept saying I didn't want it. They kept saying we were escalating your problem, but nothing happened. I have asked for the refund many times, but nothing has happened. Never buy anything from this company. Poor products and inferior customer service. It's been approximately a month, and I am still without a laptop.

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.

After repeatedly explaining the nature of the problem, all I received for over a week was the same cut and paste resolution that had nothing at all to do with the issue. Not a single tech support rep I dealt with could be bothered, or lacked the skill, to actually read my detailed description and understand the problem I was having. Now, a week later, ASUS has ceased all communication.

Bought a gpu for 900$ and i have never used it before its been more than 3 months since i bought it! No display i sent it for RMA and fedex said they lost the gou i dont know how then asus received it 2 weeks later when i payed 60$ shipping. When they received they said it worked well but it was a whole lie! It came back how i sent it! Got on the phone with them all they do is argue back to you and not try to resolve. I sent it back to them. They refuse to give me a replacement i dont know what to do anymore.

12 months ago I bought their ASUS TUF Gaming A15 laptop with 16 GB of RAM and a RTX 3050 graphics card, and after a year of use I can say that this is a truly excellent device. Let's start with its advantages:

- Firstly, the performance of this laptop allows you to play modern games at medium-high settings. Although this laptop is marketed as a gaming laptop, you need to keep in mind that it is quite budget-friendly in the gaming department and if you want to play 2024 games on ultra settings, you will have to shell out two to three times more money for the laptop.
- I do a lot of video editing, so it was important that the laptop was suitable for such tasks. In my experience, it is good enough for comfortable editing of FullHD videos. However, I have not tested it with 4K content.
- Battery life is about 3 hours, but by minimizing the screen brightness, the notebook can work for 5 hours on battery power

I will only mention one point as a disadvantage:

- Under high loads (for example, heavy gaming), the laptop gets very hot and the fan makes a hum. You can use it, but it definitely causes discomfort.

Overall, the laptop is very decent and so far copes with the tasks for which it was purchased. I don't regret my purchase, despite the shortcomings.

Both the motherboard and processor boards of my high end ASUS laptop failed after 2.5 years of moderate use. ASUS customer support management did not care about the poor quality of its product, and instead offered to fix the laptop at 300% over their cost. In essence, ASUS wanted to profit from its failed product. I will never again buy an ASUS laptop and I highly recommend that other not buy an ASUS laptop due to its abysmal quality. I have purchased computer since 1982 and have never been more dissatisfied with my computer purchase.

They've fallen a long way. My last asus laptop last 7 years with heavy use before it started to crap out. So I bought another one and it was malfunctioning within a couple months. I've now only owned it for 13 months and 3 months of them, it's been in a repair shop. They promise it's all overnight and rush service, but the longest it's been gone for at a time is 7 weeks with no communication or updates.

Their products are GARBAGE and their customer service is even worse. DO NOT BUY. They have two repair shops on the entire north American continent and they fight you about what should be repaired "because we can't replicate the problem".

I have been buying ASUS products for many years as most serious gamers do. My last experience I have to say is not good. I use a ASUS ROG STRIX, the Laptop operates fine, but here are the bad points. While I understand them no longer having disc drives, I have no idea when they have no SD card Slot. I had to buy a converter in order to use my SD cards.

Their laptops are durable! Let me just start by saying that. I used one of their laptops for almost three years and it did not break or anything. Had some problems with the audio but the tech service had that fixed within the insured term.
They can build quality electronics, reliable. Can't say that they are too innovative since they are just going with the flow, and their smartphones do not have a lot of prominence in the market. Anyway a solid choice for computers i guess

They do not handle RMAs well. I've just had a horiffic experience with them. Trying to commmunicate with them is difficult. I paid for overnight shipping on return, they sent it ground. Oh, and as of right now... 3 days after the "ground" delivery date it still hasn't arrived. Do not buy ASUS, because if it breaks down (I've had 2 that do) your RMA experience will be a nightmare if it's anything like mine. Chat that doesn't work, long hold times, a process from the early 90s, agent's who don't know much about computers, it just goes on. Search ASUS RMA experience online.

A Pile of Junk.
My experience with the ASUS laptop has been quite disappointing. Apparently and unfortunately, just two weeks after the warranty expired, I encountered a significant issue with the computer's Realtek Wi-Fi connectivity. When I reached out to the company for assistance, they did attempt to help, but they informed me that resolving the issue would come at a cost of $80.00. After three calls, it seemed like they were rather indifferent to my predicament, which was somewhat frustrating. Their (twice) suggested troubleshooting step was simply to unplug and restart the computer, which didn't resolve the problem. The last troubleshooting was to go and buy an ethernet wire.

In light of my experience, I would caution others against making a purchase from this company. It's unfortunate, but I believe that my rating accurately reflects the quality of their products and customer support. A single star was the lowest I could possibly go; wish I had a zero-rating option. Please read ALL reviews before buying this pile of JUNK.

They have two shipping facilities I can send it to either the other side of Toronto many hours away or in the USA and pay shipping even though I'm under warranty still garbage product lasted 7 months and won't turn on now.

I bought an asus from walmart.com, i returned the laptop to a walmart store in my town, (the lap top would not charge or com on) they refused to take it because it was over 30 days old, I d DID NOT purchase an extra warrenty, i called walmart.com, no i could not return it, they said call asus, i called asus, they said they would not take it back, they said go back to walmart.com-they connected me to a person #4-this customer rep. Suggested i press the start and reset button at the same time. A miracle the lap top came on.
This is after i made a trip to a walmart store and spent 55 minutes on the phone with walmart.com and asus-i will never again purchase another product from asus.

Honestly beware of this company. I bought a gpu directly from them in Aug of 2022 it started with freezing issues 3 weeks later. I did several tests and a ram test. It took some time to do a ram test because I had to take out each stick to make sure it wasn't the gpu. Spoke with several dishonest agents. One day I no longer got signal to my monitor and knew it was the gpu. The pc is newly built, all new parts. Agreed to do a warranty replacement and was told I would either get it repair or a recertified replacement. Got the replacement and the diagnostic confirmed through 3D testing that there were freezing lag issues on this new card. Not even 3 days after installing replacement they claim to be recertified, it started freezing. During the time I was waiting for my replacement I used a friends gpu and had no problems. Spoke to who said they were a supervisor and they agreed to repair my original one that I sent in a purchased from the eshop. Sent the card back and a day later got an email about a replacement with a new serial number which was not what was agreed. Put in a request to let the ceo know what was going on. Got the replacement again, confirmed lag freezing issues. Went back and forth once the CEO got in contact who said the supervisor should have not promised me that. Cory S. Requested information on my hardware in my pc and I sent all of it. This makes 3 gpus that are not functioning when the replacements claim to be recertified yet when I get them, they don't work properly. The more recent one had lag issues on my pc and was also performing with lag on an entirely different pc. This was not any of my hardware even though the CEO is trying to blame it when both diagnostic came back with gpu freeze from 3D testing. I advised them that these cards should not be sent out and they are refusing to honor the warranty by sending cards that do not work. The CEO also let me know that they do not 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 will 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'. Not a buy back in this case it would be a return and refund. I will not ever recommend Asus to anyone ever.

I have purchase asus laptop, but laptop is defective, and company denay to change my laptop, its brand new laptop.

I am a victim of fraud. I got charged from this company and I called and spoke to customer service several times. The took my information down and verified everything from me. I provided my correct email and home address. After dealing with this company for 2 and a half months. They denied my refund and declined my charged back from my bank. Not onetime they even tried to assist me in any way. I have emails
Providing all my pleas. But at the end they never refund my money. The next step is to post all screenshots of my emails back and forth between myself and this company to each and every social media platform. Also reporting them to the BBB. Of push comes to shove I will get an attorney or even take them to court.

I bought this computer brand new and it's been stuck on the BIOS screen out of nowhere. I am being told I have to pay $85 for them to even diagnose it and then pay for the repair for an HDD. They literally sent me a computer with no hard disk drive in it. This is the most ridiculous piece of junk I've ever bought!