ComplaintsforASUS Computer International

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've had a sudden issue with my router for nearly two weeks now trying to get an RMA after diagnosing that the wireless signal was no longer functioning as it should. The item is less than a year old and still within warranty. Upon online chatting, telephoning, and emailing customer support well over a dozen times, they have continued to ask me to do the same steps over and over for the past few weeks. "Fill out a feedback form", "Reset to factory defaults", "Change network channels" while consistently not solving any problem and giving me a ***** hours waiting period in between each "service". I've already diagnosed the issue is the router itself and not its settings or my network by using an older router that worked perfectly fine. I feel as if I'm being stonewalled and I feel as though it's working cause I have lost my drive to keep trying the same thing over and over again that I know has nothing to do with the actual problem I'm having.

  Business response

  10/09/2024

  Hello ****** ****,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the issues that you have been experiencing with your router and our support. I certainly understand how aggravating this can be. I am here to help.
  
  
  If you could please provide your full shipping address, I would be more than happy to get a repair order set up for your device and provide a prepaid shipping label. Once your device has been received at our repair facility, the standard turnaround time is 7-10 business days, not including holidays or weekends.
  
  
  We do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2409037257-0011. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  10/09/2024

  Better Business Bureau:
  

  My address is as follows: ******************************************
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if the assistance described is provided.
  
  Sincerely,
  ****** ****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased ASUS FA507XV laptop on 11/05/2023. The unit came with a 1 year warranty. On 9/10/2024 I notified ASUS of an issue where the laptop will not charge and the trackpad has glitches. I was given a service ticket N2409013668-0001. On 9/16/2024 they received the item. Upon checking 9/19/24 their service portal showed a repair date of 9/24. On 10/3 I still had received no communication regarding the laptop therefore I called support which escalated the issue. On 10/4 I received an email that ASUS would charge me $801.34 to repair the unit

  Business response

  10/04/2024

  Hello ****** ****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you received a quote for the cost of repair on your device. I certainly understand how aggravating that can be.
  
  
  I do see that your device is under warranty until November 7, 2024. However, I do show that our technicians did discover physical damage to the motherboard on your device. I am sorry to say that physical damage is not covered under the terms of the warranty. Our technicians are showing that there is a broken DC in the **** of the motherboard. I do also showing that a 30% discount was applied to the initial quote that you received. 
  
  Please take note of your case number for your future reference: N2409013668-0004. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  10/04/2024

   
  Complaint: 22379986
  
  I am rejecting this response because:

  This laptop has not been subjected to the level of handling described in your marketing materials. As stated on your website:
  "In order to earn the *** Gaming name, these laptops must successfully survive a rigorous battery of MIL-STD-810H tests. Test devices are exposed to drops, vibration, humidity, and extreme temperatures to ensure reliability. Dependable even in the harshest conditions, the F15 is more than capable of withstanding the accidental bumps and knocks of everyday life." This laptop did indeed fall from an end table at a distance of 2 feet off the floor, but continued working normally for many weeks thereafter.
  It appears that the claims regarding the laptop's durability may be overstated and primarily serve as marketing rhetoric rather than reflecting actual performance.

  
  Sincerely,
  
  ****** ****

  Business response

  10/08/2024

  Hello ****** ****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do understand where you are coming from. Typically any type of physical damage is not covered under the terms of the warranty. However, I am showing that the charges have been waived and that the repair is back underway. Once it has been completed, your device will be shipped back to you. I do apologize for any inconvenience that this situation has caused you.
  
  Please take note of your case number for your future reference: N2409013668-0005. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new Asus laptop on 9/21/24 from my local target, box states 12 month warranty, paper inside the box states additional 12 month warranty for accidental damage granted upon registration. Got it setup and registered that night. Received an email 2 days later that my warranty is already expired as the product was registered 60 days after purchase (it wasnt). I contacted asus and provided a copy of my receipt as well as documentation on and inside the box about their warranties. They are refusing to honor the 12 month warranty for either warranty coverage, and are only willing to give me 90 days of the normal warranty coverage. I have all emails and pictures as proof.

  Business response

  10/04/2024

  Hello **** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry for the inconvenience that this situation has caused you.
  
  
  I do see where you had submitted your purchase invoice. I am having that reviewed by our back office team for authenticity to see about getting the warranty date updated in our system. They typically get back to me within 2 business days. Hopefully they are able to get to it sooner. If not, I do hope you have a wonderful weekend.
  
  Please take note of your case number for your future reference: N2409031910-0009. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my laptop in for repairs. It is out of warranty and I agree with this, I am not asking for anything to be free, however they are stating that my laptop was damaged by me when this is not the case. I have requested them to change their quote to reflect it is out of warranty only and not customer induced damaged, but they have refused, and they are unable to provide any reason why. I sent my laptop in a few months ago for the same repair and they have admitted this repair has now failed, but somehow that is customer caused damaged.I have an extended warranty on the laptop that will take care of the repairs, however they will not cover the repairs if it says a customer caused the damage and the repairs would be out of warranty.

  Business response

  10/03/2024

  Hello ***** ****,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you had to have your device sent back to our facility. I certainly understand how aggravating this can be.
  
  
  We would be more than happy to have the physical damage charges removed. We can also have a 35% discount applied to the out of warranty part needed to complete the repair on your device. That would bring the balance down to $416.55.
  
  Please take note of your case number for your future reference: N2403021060-0015. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an ASUS device that stopped working while under warranty and I have an RMA to return it. HOWEVER, there is no address listed anywhere on the Asus Website of where to ship it. There is, however, an option to purchase an overpriced shipping label. This is predatory. Broken product --> Make money from customers by not telling them where to return it and have them purchase an overpriced shipping label. Why should ASUS not put the address on their website of where to ship it? Impression is that this is hidden deliberately. I request a refund for what they charged, and also a change to this predatory, customer-exploitation business behavior. IF no refund, then this is the last ASUS product I purchase. And I've been a loyal customer for decades.

  Business response

  10/02/2024

  Hello ***** ******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that you had to have your device sent to our repair facility. I certainly understand how aggravating that can be. 
  
  
  When your repair order was created, you should have received an email with the instructions and disclaimers. In that email, it should have provided the address to the correct repair facility designated for you device and model. In that email, it should have also provided a link to where a shipping label could be purchased through *****, since that is the courier that we used. However, any courier could have been used to have your device sent to the correct address that should have been in the automated email that you should have received once the repair order was created.
  
  
  On our website at ************************************************************, it does state that if a repair order is created online and purchase a shipping label, "It will be an upfront cost starting at $25 USD for Components and starting at $40 USD for system products."
  
  Please take note of your case number for your future reference: N2308032106-0004. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  Best regards,
  **** *.
  **************************************************************************

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asus support on the phone,diagnosed that my RGB fans are bad. I was given a *** and returned them. I get an email stating the fans are bad and Asus doesnt have a replacement set. Asus asks me to send the whole AIO,which consists of a pump,radiator and a lcd screen. I sent the unit back. Asus received the unit and now has my complete unit. Now i keep getting emails to respond to that email to resolve my issue. I try to respond and it says undeliverable. I just got off with texh support again,they said it would be escalated. I was told this last week and still no solution.

  Business response

  09/30/2024

  Hello ******* *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope you had a wonderful weekend. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear that your order is still underway.
  
  
  I do see that they are working on getting a replacement issued to you. You should have received an email from our facility regarding the replacement. If you have not received that email from our facility, please do not hesitate to let me know. I am happy to help get this order completed for you as quickly as possible.
  
  Please take note of your case number for your future reference: N2408027657-0021. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  10/01/2024

   
  Complaint: 22357870
  
  I am rejecting this response because:
  There are plenty of the units in stock on amazon asus store where i purchased the item. I should have already been shipped a  replacement. This is unacceptable. 
  Sincerely,
  
  ******* *******

  Business response

  10/03/2024

  Hello ******* *******,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I do apologize for any confusion that this situation has caused you. The inventory we have between our sales channels and repair facilities are separated. Each one has their own separate inventories and stock.
  
  Please take note of your case number for your future reference: N2408027657-0023. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  10/04/2024

   
  Complaint: 22357870
  
  I am rejecting this response because:
  Am i supposed to wait until you get another unit on your repair side? Someones elses used unit that was repaired? There was nothing wrong with my ***. It was the rgb fans which is a separate unit that was internally broken. Meaning asus software/hardware for the rgb fans are not working. My pc has been down for a month waiting on a new aio. Ive spent over $4000 on this pc to just be sitting here unusable until Asus can get their act together. This is unacceptable by any means. Get your act together and send me a replacement unit.
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Asus Motherboard. Maximus z790 Dark ******* was having an issue and asked for an advanced replacement.I had to wait several weeks until the Canadian branch had more boards.I paid extra money to have the mother board shipped to me overnight.What I received was a used and damaged board, this is not acceptable.They charged my card full retail price for a new board as part of the replacement, and I am sent an old, junky board.I want a NEW replacement board, or all my money refunded.

  Business response

  09/19/2024

  Hello ***** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is **** *., and it will be my pleasure to assist you today. I am sorry to hear of the status of the replacement that you received. 
  
  
  While the replacements issued may have some cosmetic blemishes, they are tested to assure that they are fully functional. I do see that your information has also been sent to our Canadian team to see if we might have any new in box replacements available. However, your original device would need to be returned with the prepaid shipping label that was provided so that the credit card hold can be released and this order completed. 
  
  
  If you don't mind, could you please verify the serial number of the device that you did receive?
  
  
  I do look forward to hearing back from you.
  
  Please take note of your case number for your future reference: N2408023704-0015. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  09/19/2024

   
  Complaint: 22306861
  
  I am rejecting this response because:

  This board is in worse condition than my original and not acceptable at all. I want to send it back and have the hold released on my card, then have a new one sent after that.

  I am not sending in my board in exchange for this one, I will send the one that I was sent back.

  The tag on the board reads: 261685-01180-MB1F90-A01 0220

   

  Seriously, that is like having your new car replaced under warranty with one that is full of scratches and dents.

  
  Sincerely,
  
  ***** ********

  Business response

  09/20/2024

  Hello ***** ********,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  I do understand where you are coming from. I really do. However, the current order would first have to be completed to have the credit card hold released back to you. In order for that to be accomplished, the original device would have to be returned, as it is assigned via serial number. 
  
  Please take note of your case number for your future reference: N2408023704-0017. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  **** *.
  **************************************************************************

  Customer response

  09/20/2024

   
  Complaint: 22306861
  
  I am rejecting this response because:

  I have already sent the replacement board that was sent to me back, I will expect the card hold to be removed as you are getting it back.

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  case: N2408017839 I sent my laptop in for repair under the warranty a month ago for keyboard and overheating issue. First RMA: USPCS81469. They fix the keyboard but overheat is getting worse. So they setup a second RMA. RMA: USPCS83190. I just received it today and the shipping box intact. When I open the box and took the laptop out. One of the corners is damaged and the metal chassis is bend and twisted. It is taking forever to repair, and the condition is ever worse than I sent it in for the first RMA. I want immediate resolution. I demand Buy back the device or sent a new device. I dont trust your technician anymore. Before and after pictures are detached.

  Business response

  09/16/2024

  Hello *****************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well.
  
  
  Thank you for providing those photos. I do appreciate and am sorry that you did receive your device in the condition that you did. I have created a new order to have your device replaced. You should have received two separate emails. One would have the packing instructions and disclaimers. The other would have the 2 day prepaid shipping label.
  
  
  Once your device has been received at our facility, the standard turn around time is 7-10 business days, not including holidays or weekends. Once you do receive your replacement, I will also be more than happy to have an extension added to your warranty.
  
  Please take note of your case number for your future reference: N2408017839-0020. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  ASUS CEO Department

  Customer response

  09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only If theres no problem(s) during the whole replacement process.
  Sincerely,
  
  *****************

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Asus brand motherboard (ASUS ROG Crosshair VIII Dark Hero) on July 11th, 2023 from Amazon.com. On December 16th 2023, I was met with the first blue screen crash I received, indicating an issue with functionality. Over the course of the next month, I troubleshooted every issue I could find, until I began a return for technical issues (known as an RMA) on January 9th, 2024. I received my motherboard back on January 30th with a note from Asus' repair team. This note stated the issues I explained (blue screens, unable to boot) could not be replicated by the repair team.The motherboard worked for a bit before resuming even worse issues (blue screens with more than 4 unique error codes crashing back to back to back, black screen boot) until it stopped completely functioning. The computer was unusable in any form.I took it to a local repair shoppe which indicated they were unable to fix the issues as they were having the exact same issues with reboot looping and blue screens that I was having. They could not even get to a screen to try repairs of any kind. My next advisement was to go to Asus.I was made aware of Asus having numerous customer ********************** and repair issues by computer journalism ******* channel GamersNexus, and thus escalated my issue to Asus "executive care group" on July 10th, 2024 (before the year-long manufacturer warranty was set to expire). At this point I had been without a functioning computer for half a year. Their agent ************** advised me that I would be receiving a replacement motherboard for the issues.I sent my motherboard back AGAIN on August 18th, 2024. I received what I assumed to be my replacement motherboard today (September 10th, 2024, except what arrived was a note stating again, the issues could not be replicated and to try every single fix I had already done tens of times leading up to the first return. The motherboard that arrived was NOT a replacement of any kind. It was my original motherboard.

  Business response

  09/11/2024

  Hello *****************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry that your device was sent back to you. I certainly understand how aggravating that can be.
  
  
  I do see that a new order has been created to get you a replacement. It looks like a shipping label was sent to you on September 4. If you are able to use that to have your device sent back to our facility, our technicians will work on getting a replacement out to you.
  
  Please take note of your case number for your future reference: N2401012954-0011.
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer response

  09/12/2024

   
  Complaint: 22266033
  
  I am rejecting this response because:

   

  This resolution is not satisfactory. I have attached all relevant email exchanges. Here is the timeline of events.
  
  -My Asus motherboard purchase was on or around July 11th 2023. On December 16th 2023 the first issue appeared with the computer.
  
  -On or around January 9th 2024 I had submitted via the Asus website a RMA repair or replacement request for my motherboard. This was the 1st contact I had made. I proceeded to ship out my motherboard to the technician service the first time.
  
  -On or around January 30th 2024 I received my motherboard with the notification that my issues could not be replicated by the technician staff. I proceeded to reinstall my motherboard and attempt to use it. It failed permanently shortly afterwards.
  
  -On or around July 1st 2024 I had taken my computer to a local repair shop who indicated the issues were as I had described them. They advised the problems could not be anything but the motherboard and so I contacted Asus for the second time to have my RMA reexamined by their ************** Team.
  
  -On or around July 11th 2024 I was contacted to be informed my motherboard would be replaced. I was provided the labels to do so and on or around August 25th 2024 I sent the motherboard back for the second time with the EXPECTATION this would be a replacement.
  
  -On or around September 3rd 2024, while my motherboard replacement was supposedly being sent back to me, I received an email with a third label. I did not know why I was being sent this as my EXPECTATIONS were a motherboard replacement.
  
  -On or around September 10th 2024 I received my motherboard. It was the SAME motherboard with the SAME issues and the SAME service sheet indicating the issues could not be replicated and advising me to do the SAME troubleshooting I had done for over a MONTH back in December 2023.
  
  
  So at this point I have been tasked with shipping out my motherboard twice to Asus, using money I do not have for **** services as a car accident on 1/1/24 totaled my vehicle. Now they are demanding I ship it out a third time, using more of my money with no guarantee I will get a replacement as they promised the second time I would receive one. With no communication between their "executive team" and their technical repair team, I received yet another "repair" indicating no issues with my board. I would like to add at this point that the motherboard model in question is NO LONGER BEING SOLD IN STOCK ON ANY PUBLIC STOREFRONT OR ON ASUS' OWN WEBSITE.
  
  This resolution is disgusting and I reject it. I am being told to spend more of my money to fix a mistake that should have been fixed back in July. A better offer needs to be made. 
  
  Sincerely,
  
  *****************************

  Business response

  09/13/2024

  Hello *****************************,
  
  
  Thank you for contacting ASUS.
  
  
  Good afternoon. I hope your day is going well.
  
  
  I completely understand where you are coming from and sincerely apologize for the inconvenience that this situation has caused you. The order is already set up get a replacement out to you. However, in order for this to be completed, we would first need to receive your device back at our facility. Once we do, then we can send you out the replacement that was promised.
  
  Please take note of your case number for your future reference: N2401012954-0012. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally raise a complaint* regarding the ongoing issues with my warranty claim for a wireless router purchased from ASUSTek Computer Inc. through their Amazon storefront on 03/09/2024 (order #***-4617035-1692211). The router in question is an ASUS RT-AX86U PRO (SN: R8IG5Q203012JML), covered by a 2-year manufacturer warranty, which I registered on 03/12/2024.*COMPLAINT IN ATTACHED PDF

  Business response

  09/04/2024

  Hello,
  
  I am ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the inconvenience caused about your order for ASUS Router.
  
  I see the return window for your order have expired on April 11, 2024. I understand you have contacted the manufacturer for the warranty and they are delaying the process. I've shared your feedback with the concerned department to get this checked however I'm sorry, we are unable to take the action on this order.
  
  We offer a 30 days return timeline for eligible purchases, post this, we request our customers to contact the manufacturer for the help. I understand that they have delayed this process however I'm sorry again, we are unable to take the action. Please contact them again or redirect this complain to them who may be able to review the communication you had with them for necessary action.
  
  Thank you for your understanding and patience.
  
  Please feel free to contact us directly by replying to ********************************* if we can be of further assistance.
  
  We look forward to seeing you again soon.

   

  Regards,
  ********
  Amazon.com

  Business response

  09/09/2024

  Hello ***********************,
  
  
  Thank you for contacting ASUS.
  
  
  Good morning. I hope your day is going well. My name is ************, and it will be my pleasure to assist you today. I am sorry to hear that you have been experiencing these issues with your device. I certainly understand how aggravating that can be. I am here to help.
  
  
  I have gotten a replacement order set up for you. The standard turnaround time is 7-10 business days, not including holidays or weekends. Once a replacement has been allocated, our facility will send you a form to capture the credit card hold. Once we do receive your device back, that would be released back to you. Once you do receive your replacement, we can also send you a prepaid shipping label to have your original device sent back to us with.
  
  Please take note of your case number for your future reference: N2408024164-0011. 
  
  
  If there is anything additional we may assist you with, please let us know and it will be our pleasure to assist you! Thank you for choosing ASUS.
  
  
  
  Best regards,
  ************
  **************************************************

  Customer response

  09/11/2024

  Dear **************,

   

  We have received your response to our Better Business Bureau complaint, and we appreciate your agreement to replace our ASUS Router Model RT-AX86U PRO under warranty. This resolution is exactly what we initially sought, and it appears that the grievance process could have been avoided to achieve this outcome.

   

  We also received the additional instructions via email to initiate the replacement process, including the temporary credit hold of $308.69 until the damaged router is returned (at my expense). We agree to follow these steps and will notify the Better Business Bureau to close the complaint once everything is finalized. A copy of this email will be shared with them for their records. We also have forwarded below the instructions email for reference.

   

  Thank you for your attention to this matter. We hope such situations do not arise again and look forward to continuing our long-standing business relationship.

   

  Cordially,

   

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  ???? Viva Puerto Rico LIBRE!

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  Customer response

  09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
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*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. ↩