Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding my experience with your technical support on April 1, 2025, at 3:18 PM. I spoke with ******* and explained that I had limited experience and needed guidance to resolve my issue. Unfortunately, I found his approach to be dismissive and unhelpful. Instead of assisting me, he treated me as if I was expected to have professional-level knowledge of your products, making it difficult to progress in the conversation.I ultimately ended the call due to his condescending attitude, which made the interaction frustrating and unproductive. I would appreciate if this matter could be addressed, as I believe every customer deserves patience and support, regardless of their level of expertise.Please let me know how this can be resolved, and if there is an alternative way to receive the assistance I need.Thank you for your ********* regards,

  Business Response

  Date: 04/03/2025

  Hi *****,

  We do apologize for the inconvenience. If you would like further tech support, please give us a call at ************. If you would like to file an *** to claim your warranty, please fill out the *** form ****************************************************;

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted this question twice to ASRock tech support and seemingly can't get a response. Now I'm filing a BBB complaint to try to get a response:HDDs are not recognized I'm not able to connect three hard drives and have them all be recognized when booting up. Only one or two will be recognized, and this also depends on which SATA ports they're connected to. My system drive is an *** connected to SATA0, and the other two are 16 TB HDDs and I tried connecting them to all sorts of other SATA ports on the motherboard along with trying other cables and power etc. I could only get the *** recognized, or the *** plus one of the two HDDs. Both HDDs are recognized on another machine. Any ideas?Thanks ASRock P67 Extreme4 Gen3 Latest BIOS

  Business Response

  Date: 11/20/2024

  Hi *****, 

  We do apologize for the inconvenience. This may have caused. We are not seeing any record of receiving a support ticket from you. Our support team should be reaching out to you soon. If you would like to reach out, please give us a call at ************ or email ************************************************************. 

  Customer Answer

  Date: 11/25/2024

   I am unable to accept the business' response as I have received no answer to my question yet.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Asrock B460M Pro motherboard from a local computer store, Emailed Asrock for RMA as motherboard died after 11 months. Local store advised to perform a RMA. Asrock as shows in the documents asked me to fill out a RMA form and send a receipt of purchase. I sent both and suddenly they are refusing the fix the board. I requested the issue be escalated as shown in my documents and their reply now is That the board was bought in 2021 and not from a authorized dealer. My receipt shows the date of purchase was 2023. Pretty sure its not legal for a company to offer a warranty and not back it in ****** like they are trying to do. I am willing to pay the shipping i just want my board repaired.

  Business Response

  Date: 04/10/2024

  The customer submitted the requested RMA information and invoice on 4/8/24. Once the information was reviewed, ASRock let the customer know the unit is out of warranty as he purchased it from an unauthorized vendor. Units purchased from third party vendors are not guaranteed warranty. The warranty status not related to where the customer is located. Attached is a screenshot of authorized vendors; the customer's vendor is not included. (************************************************************************)

  Customer Answer

  Date: 04/11/2024

   I am rejecting this response because:
  Hi there,

    Thank you for showing the list of authorized distribution centers in the world, this raises another questions if you look up the ** of my board which seller did it originally come from? Also another huge question is i see ASRock is a seller on Amazon Canada and *** and the product pages state there is warranty on the items, But wait? Your own list doesn't show Amazon is a authorized seller so am i to expect that ASRock is selling to Amazon (A massive online presence whos product purchase quantity would definitely be known to ASRock) and as themselves on Amazon and misleading millions of customers that look at and use their products thinking they are getting a warranty backed product when in fact if issue arises after amazons 30day return period you simply deny service? Or are you simply denying my service because you wish not to repair your product?

   

  Thanks

  
  

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a motherboard with one year ******* on April 4 2023, my plans for the motherboard changed, and I didnt actually end up installing it until March 29 2024), which I then discovered the board was defective. I reached out to asrock customer support on March 29, received an rma form and invoice request on April 3 2024 and had it filled out and returned to them the same day (April 3 2024). They responded on April 5 2023 that my board is out of waranty and I would have to pay $179 usd for another board with 3 months waranty. I responded that I purchased the board on April 4 2023, and they responded that because amazon was not an authorized seller that my waranty period had started March 2 2023.Very poor imoral service. Advertising one year waranty, but not honoring it. This is a brand new board that was defective from the factory.

  Business Response

  Date: 04/09/2024

  As mentioned to customer on 4/5/24, he purchased the unit from Sambi LLC through Amazon. Sambi LLC is not an authorized vendor. There is no warranty guarantee when the unit is purchased from a third party/unauthorized vendor. ASRock did not advertise a one year warranty. 

  Customer Answer

  Date: 04/09/2024

   I am rejecting this response because:
  

  It was stated on asrock website that their boards came with a one year waranty. 

  Business Response

  Date: 04/10/2024

  The ASRock website states, "ASRock provide 1 year warranty service to Authorized Distributor, users should refer to the retailer or original vender RMA & Refund policy." Customer is not an authorized distributor, not did he purchase from an authorized distributor. 

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ****** server m9othernboard from this company Asrock every other Manufactura gives a paid Shipping sticker this company doesn't tell you that you have to pay shipping on a brand-new motherboard that doesn't work. I lost one motherboard thats ****** this one I'm not losing I don't trust them. I spent a lot of money on thier products. This is sad they are taking advantage of me because I have never heard of paying for shipping on Brand new Idems I already contacted my credit card for my money back Im surprised this is ASRock America stealing from their customers they would rather lose a customer this is ********************** to this is American people saving the company money and s******* their own people. Read their reviews they have problems, and they are making the people that make them money pay for it

  Business Response

  Date: 03/07/2024

  Customer was notified he as the customer would be responsible for one way shipping. This was stated on the terms and conditions which he agreed to when submitting the *** on 3/1/24. Customer has continued to insult the company and customer service representatives via phone and email. ASRock is not rejecting service to customer. If he would like to proceed, he is welcome to ship the unit in at his earliest convenience. 

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Feb 2023 I purchased a *** from Newegg. Within 5 months the *** had begun to have issues and was shutting my system down when using VR. I RMAed my card (*******) to ASRock and received a new card that was dead on arrival. I RMAed that card (306143A) and received a new card. That card continued to work for about another 3 to 4 months and began to fail again in the same way that my first card failed. I have RMAed that card (*******) and received a new card. This newest card had a display output port burn out within 2 days of use.That's a 50% failure rate within days of installing the card.When I called the 909 number on their website I was greeted by a woman on the phone who said there is no one higher up the company I can speak with concerning resolving this. She also informed me that the company does not provide refunds and that I would NOT be speaking with anyone higher up the chair about this.I explained the issue and she suggested that my computer is at fault not their product. A 50% failure rate over 4 cards with 3 different problems says to me this is a product issue. I DO NOT want to keep receiving defective cards that don't work. I want to get out from under this defective product so I can purchase something that will actually work.

  Business Response

  Date: 01/25/2024

  ASRock reached out to customer on 1/23/24 with multiple options in attempt to resolve the issue. Customer has not responded. 

  Customer Answer

  Date: 01/30/2024

   I am rejecting this response because:
  

  1. I don't want to be involved with this company any longer.  I have had finger after finger pointed at me concerning all of these problems rather than the company say "maybe it is us," through 4 different cards!  I have tested ALL of my components with the current faulty card, and I haven't had any other stability issues outside of a dead display port.  I have ALL OF THE LOGS TO BACK THIS UP TOO!
  
  2. I was offered a different card that was then rescinded because I took a week to respond!?  The *** is good for 30 days!  This is TERRIBLE service!  I just want out so I can buy the same product from a different manufacturer.
  

  Business Response

  Date: 01/31/2024

  ASRock offered a two different models on 1/23, as requested by the customer. We did not receive any response from the customer until 1/30, a full week later. The customer was notified that models were no in stock. Nevertheless, the customer was offered another upgraded model, which he accepted. If the customer does not wish to proceed, his unit can be shipped back as is. 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the following ASRock video card from Newegg on 12/17/2022:RX6900XT OCF 16G Serial # ************ Part # **************** As the unit has a 3 year warranty, i contacted ASRock support via email on 12/15/2023 as I began experiencing problems with the video card. Via email, they confirmed by troubleshooting was adequate and instructed me to contact the seller for a return.On 12/22/2023, I contacted Newegg for the return. They confirmed the unit was under warranty but told me I would need to obtain a denial of warranty letter from the manufacturer before Newegg would assist. I subsequently followed up with ASRock asking for a denial of warranty letter on 12/22/2/023, 12/28/2023. and 12/29/2023 requesting the denial of warranty letter to which no response has been received.

  Business Response

  Date: 01/02/2024

  Customer was following up while the company was closed for the holidays. The *** was submitted on 1/2/24. It will take 1-2 business days for it to be processed and approved. 

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ASROCK motherboard from newegg on 11/21/2021 - model Z590M PRO4 it has a 3 year manufacturer warranty. It failed on 11/3/2023. I have sent ASROCK 4 emails to their support email with no response, I have tweeted to them with no response, I have filled out their RMA form twice online with no response.

  Business Response

  Date: 11/17/2023

  We have no record of any *** submitted under the customers name or email. In addition, we have no record of the customer reaching out to tech support or the customer service department. We would be happy to assist; the customer can reach out to ******************************* for assistance in getting the *** started. 

  Customer Answer

  Date: 11/17/2023

   I am rejecting this response because: I emailed support@asrockamerica as per their website instructions:

  "TIf you would like contact us for technical support. Please send us an email to ********************************** and give us a detailed discription of the problem along with the following information." ASROCK did not respond to any email sent to this email address. I have now sent an email to the email they suggested, but do not list in their RMA instructions as listed on ****************************************************************
  

  
  

  Business Response

  Date: 11/20/2023

  We are currently waiting on the customers response with the appropriate information. 

• Initial Complaint

  Date:10/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As in the images that I sent, there are physical damage on my product which lead the system to fail on booting the pc in order to work properly.As soon as I received it, I saw it was bent and apart. I just ignored it for a moment and try to test it, but it seems that it was not working at all.I don't want to jump into conclusions, but I think the guy's did this son propose because of the last report I did to them.I don't think it was a package delivery since the box looks intact and it was very well covered on paper and sponges.

  Business Response

  Date: 10/03/2023

  The unit was shipped out on 9/26 and was delivered on 9/28. This is the first time (10/3) we hear about any physical damage. The customer had 48 hours to let us know about damages that *** have occurred which he failed to do. This is the first time we hear about any physical damage. We do not send any units out with physical damage, nor are we responsible for any damage that *** occur during shipping. As the customer mentioned, the unit was well packaged. 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 9/4/2022 at 08:28PM Ammount: $815.03 + tax Business commitment: Fix or Replace the product.Dispute: They provide me assistance with the warranty process, by time I managed to complete the documents that the company required to start with the fix/ replacement, but they (10 days later) email me back saying its no longer under warranty because of something they never told me. I completed the process and successfully passed the check up part in order to send it over (I paid for the shipping). They were telling me what they need and checking the status of the product(photographic evidence), and me giving the info.Solution by the company: Return it back to me without fixing it.Order/track Number: *********

  Business Response

  Date: 09/26/2023

  ASRock recommended the customer fill out the *** for a replacement on 8/29/23. The customer notified ********************** the serial number was removed but did not mention a missing warranty seal. There was a picture provided, see attached. ASRock let the customer know we would make an exception in regards to the missing serial number. However, the missing warranty seal is not shown in the picture. The customer was notified prior to shipping that a missing warranty seal would void the warranty. 

  Customer Answer

  Date: 09/27/2023

   I am rejecting this response because:
  
  Everything that is written is correct, except: " However, the missing warranty seal is not shown in the picture. The customer was notified prior to shipping that a missing warranty seal would void the warranty. " 

  First: If they asked me to take a picture of the Product, I would do it in order to approve the shipping. But it was never asked. If that was the case, why should I send it to them? if it was approved, why they told me to fill up the *** request? 

  second: They took 7 days (when the package arrived) to tell me, that a "warranty seal" wasn't there. I repeat, they never told me to take a photo of the seal at any moment or how the seal must look like. (probably it was the serial number label)

  Suggestion: A little " can you show me the warranty seal on the product before shipping? " "The seal must look like this " "If there is no seal, the warranty is voided" would be better than wait 13 days for a negative answer.

  Business Response

  Date: 09/28/2023

  The customer was notified about the warranty seal voiding the warranty on 8/29. As shown in his screenshot, the email states, ". *Please note, any video cards received with the warranty seal missing, broken, or tampered with will void the warranty and we will return the item as is.*" and is highlighted in bright yellow. It is the customers responsibility to read through the emails in full. In addition, I have attached a picture where the missing warranty seal was concealed. 
  
  As seen in the emails, the customer failed to mention anything in regards to the warranty seal and only notified ASRock about the missing serial number. Had he mentioned the warranty seal, or read the email fully, he would have been aware it was out of warranty.