ASUS
Reviews and Complaints

Original factory Firmware on the Asus RT-AX58U router allowed GUEST-SSIDs( Guest-wifi server accounts) to connect to VPN servers. But suddenly they BLOCKED this feature with their latest firmware.

Disappointed.

Last known ticket opened #N2103055208 is STILL unresolved.

I got the ASUS Zen WIFI AX6600 and thought i would change my WIFI experience at home. When I connect my Macbook Pro to Modem and WIFI AiMesh Router, with cat7 cable, i get a speed of over 900mbps. At the same location, I use connect with my MacBook with WIFI to AiMesh Router, i get less than 500. HK support team said that's normal to have a reduce rate of 15% when connecting to WIFI. But what i am getting is more than 40% of speed reduction from the Router, not the NODE.

I was doing some self diagnostics via an Asus application and discovered that the laptop (Serial number K6N0CV117713269) was out of warranty. I then purchased an extended warranty using their website on or around 9/12/2020 (Order number 202009AP14000079).
For some reason they had to send me some hard copy form for the warranty, which struck me as very odd for a company that advertises itself as a cutting edge technology company.
I finally received the warranty card in the mail yesterday (9/23/2020). went on the website to activate the warranty. The website requested that I provide a password that was on the card. I had to scratch off the covering to provide the password. Once that was complete, the response from the website was the warranty could not be activated.

I contacted customer support today to find out if I could activate the warranty. Since the original warranty had expired, the customer rep explained, I could not be covered by any additional warranty. I was disappointed but I understand why that would be, . I then requested a refund. The customer rep told me that I could only receive a refund if the warranty card was not scratched/intact. I explained that I had to scratch off the covering of the password per the website, but was again informed that I could not receive a refund.

I think ASUS management should know how this individual is dealing with a serious enquiry.
Des (the sales respondent) never answered my question(s), made a random suggestion unrelated to my question and blamed your parent company for lack of basic information.
He wasted my time and belittled my genuine attempt to know more of your products. Overall very insulting.
The email interchange is documented below in reverse chronological order:

Re: Laptops with m.2 slot and 2.5" internal bay
ASUS Customer Service

13:17 (51 minutes ago)

to me
Hello,

Thank you for your response. Yes, it should have an m.2 slot as the 512GB SSD has been fitted on it.

Kind Regards,
Des
ASUS Store Customer Service

--------------------------
Online Store: https://uk.store.asus.com/
E-Mail for Customer Service: cs@asusstore.co.uk
Contact Number: 0208 551 6505, Monday to Friday (excluding bank holidays), 9:00am to 5:30pm.

© 2018 ASUSTeK Computer Inc. All rights reserved. Powered by Five Tech Limited, an ASUS - Authorised Independent Reseller. Five Tech Limited acts as a broker and offers credit from PayPal Credit.

On Wed, Aug 12, 2020 at 3:14 PM Peter Hayward wrote:

Dear Des,
Can I fairly conclude then that this PC has an m.2 slot but you do not know if it has a 2.5" drive bay also?
Regards,
PH

On Wed, 12 Aug 2020 at 13:09, ASUS Customer Service wrote:

Hello,

Thank you for contacting us. We can confirm this model comes with 512GB M.2 NVMe SSD + 32GB Intel Optane Memory. As such, it would have an M.2 slot.
Unfortunately, we are unable to specify further than this as the item comes packaged directly from the manufacturer. We can confirm all available product information is currently listed on the products selling page and therefore if this is not listed, it has not been provided to us by the manufacturer.

We can only, therefore, apologize for any inconvenience caused by this.

Kind regards
Des
ASUS Store Customer Service

--------------------------
Online Store: https://uk.store.asus.com/
E-Mail for Customer Service: cs@asusstore.co.uk
Contact Number: 0208 551 6505, Monday to Friday (excluding bank holidays), 9:00am to 5:30pm.

© 2018 ASUSTeK Computer Inc. All rights reserved. Powered by Five Tech Limited, an ASUS - Authorised Independent Reseller. Five Tech Limited acts as a broker and offers credit from PayPal Credit.

On Wed, Aug 12, 2020 at 2:20 PM Peter Hayward wrote:

Dear Des,
Thank you for your email. I am not able to find the detail regarding the data storage being in the form of m.2 and 2.5" hard drive. Just the very common general reference of SSD as in:

"Solid State Drive
Solid State Drives (SSD) give you the capacity to store your documents and media, while ensuring quicker and reliable access to your files and programs. SSDs are far faster than regular hard drives and ingeniously, they don't use moving parts to work, which makes them far more dependable and also quieter."

Would you be so kind as to clarify.

Regards,

PH

On Wed, 12 Aug 2020 at 12:02, ASUS Customer Service wrote:

Hi Peter,

Thank you for your message. We can suggest checking the following model: https://uk.store.asus.com/asus-touchscreen-zenbook-ux434-14-inch-ips-full-hd-laptop-intel-i7-10510u-nvidia-mx350-graphics-16gb-ram-512gb-m-2-nvme-ssd-32gb-intel-optane-memory-windows-10-3-year-warranty.html

Kind Regards,
Des
ASUS Store Customer Service

--------------------------
Online Store: https://uk.store.asus.com/
E-Mail for Customer Service: cs@asusstore.co.uk
Contact Number: 0208 551 6505, Monday to Friday (excluding bank holidays), 9:00am to 5:30pm.

© 2018 ASUSTeK Computer Inc. All rights reserved. Powered by Five Tech Limited, an ASUS - Authorised Independent Reseller. Five Tech Limited acts as a broker and offers credit from PayPal Credit.

On Wed, Aug 12, 2020 at 1:36 PM Peter Hayward wrote:

Dear Sir/Madam,

I am the satisfied user of an Asus AIO product and last year Asus service provided me with excellent guidance. Even though I was surprised and disappointed to learn that Asus do not provide detailed service manuals for their PCs it is possible I could still be interested in an Asus laptop if I could get some clarity on current hard drive formats and configurations, something which seems to be lacking across the board with all manufacturers.

In this regard, would you be so kind as to tell me which of your 14" laptop computers have an m.2 slot and a 2.5" bay for an internal drive.

Regards

Peter Hayward

Don't even know how to start. It's the absolute worst brand I've ever come across. Within my 2 years warranty, my laptop had caused problem - 3 times. First was with the hard drive, causing me to lose very important files and project, and all they could tell me was "sorry." Second was the issue with the brightness, but it was able to solve via online chat.

The third time was my fault because I dropped it and caused one side of the screen to crack open. But months after getting it fix, another problem started to occur. Whenever I tried to adjust the screen, it will black-out or glitch for short moment. Then, just last Dec on Christmas (how can I forget), when I adjusted the screen again, there was a small exploding sound and spark and smoke came out of the screen (where the crack used to be). I was still able to use it until the next day it totally died on me.

I got it fixed again but my warranty was over so I've to pay for it. I was told that there was a problem with the battery and I will have to get it replaced, and will cost about $100. I got it back after about 2 weeks and within less than 24 HOURS, the same screen problem happened again, but this time, when I adjust the screen to a certain position, it will auto shut-down...

That's when I figured that there was actually nothing wrong with my battery at all if it weren't for the screen that apparently the engineer or whoever - just did not fix it properly. So I actually paid $100 to fix a problem that was caused by them. Only to it back with the same problem.

And all they could tell me was SORRY? Can 'sorry' give me back the time that I'd waited to get it fix? Can your 'sorry' give me back the $100 that I've wasted? I'm not rich, if I'm, I would have just bought a new one, why bother getting the piece of junk fixed? I do not need your freaking apologies ASUS, I need a solution not more problem. Yet you can't even do that.

This is not the only time. Previously, when I first used your band was your phone and it gave me tons of problem after less than a month (I'm not going to waste anymore time writing about it) It was just stupid of me to give your brand another chance to go for your laptop. So I guess, shame on me.

Never again.

People, my advise to you, DO NOT EVER GO FOR THIS BRAND.

You have done it ASUS. Congratulations! You've make me write my very first complaint.

I bought a Laptop for my daughter for school, an Asus F540U. I have been using Asus with no problems for years, I used to have a computer business when I was older and used Asus exclusively because of their reliability.
The Laptop I bought my daughter has been nothing but trouble since it was bought. I also recommended one to a friend for his daughter and both had issues within the first 2 weeks. Both had their batteries fail. They were both sent away to be repaired so both girls had nothing for school. We got them back and thought nothing would go wrong now, all sweet.

Now less than a year again since the battery was replaced, it has failed again and can only be used with a power adaptor. I am quite disappointed with these laptops as I've always thought Asus were using good components but will not buy one again. I shall go back to Dell or another brand.

Cher's Brett

I bought the ASUS UX430U laptop in May 2018. I bought this product on the advice of ASUS sales representative friends as PREMIUM-QUALITY-NOPROBLEM. Indeed, it is more expensive than its counterparts. I have not used any unlicensed software and / or products from the time of purchase. For the last 4-5 months, it has started to display VERY FREQUENT BLUE SCREEN. I gave my computer to the authorized service to correct this situation (October 2019). But after the computer was delivered to me (saying no problem), it began to display MORE BLUE SCREEN. Asus customer service on different days, by constantly calling / or calling, we have repeatedly removed software, software download. I have been repeatedly told that this malfunction is not hardware but software. Friends of Asus customer service, thanks to them, were helpful (we talked once for 1.5 hours - we talked for 4-5 hours in total). Again, with barely permission from my job, I gave the computer to the authorized service again (November 2019). At this time, the mainboard was changed for the so-called software malfunction. I received the computer, I came home, this time the keyboard lighting was not working, before the earphone output does not work, the speaker was experiencing problems such as sizzling sound. For this, we made 4-5 phone calls but could not correct. I had to go back to the authorized service (third time). I described my experiences objectively above.

I REALLY DO NOT WANT TO SEE THE ASUS BRAND LAPTOP, I HATE IT, I DO NOT RECOMMEND TO ANYONE, IT IS EXTREMELY RUIN IN MY LIFE AND I HAVE HEADACHES FOR THAT.

I bought a asus tuf gaming laptop worth 52000rs after that I was eligible to buy an 1tb HDD and a customizable ROG tshirt from asuspromo.in.
I ordered the combo of 1tb hdd with an customized ROG tshirt. After few days I got call from asus regarding the customization and few mins of conversation they were not sure about my size so she asked me to call me in the evening regarding the size so after few hours after searching for sizes of ROG tshirt. I called the asuspromo customer care they were not picking up the phone and I tried calling again and again they were not picking up the call. This incident took place around14-15 October. Few days back I received the hard disk and it was in such a poor condition. It felt like I had ordered a second hand harddisk. They box was damaged the company seal was opened no document was in the box.. when I contacted the asuspromo customer care and told them about this they simply said we can't do anything about this. I asked them to give me contact of some higher authorities and they too told me that they cant do anything. And then I asked them about the size of tshirt they are going to deliver me, she said its an L size. I told them my size is S but she said that the t-shirt has been dispatched we cant do anything then I told her that I have been trying to contact you but you were not picking up the phone after that all she did is to put the blame on me that I wasn't picking up th call. But she hasn't even called me once. Then I asked them to refund my money they said they cant even do that. Just tell me whats my fault in this. I paid the price you asked and what I received was a second hand hdd and an amazing oversized tshirt. Great
My registered mobile number is [protected]
Ticket no : FBC-014266

I am Rana Dey.My Email [protected]@gmail.com.My
contact number is-[protected].

I bought a Max Pro m2 on 17.03.2019.After buying the phone I have gone
Burdwan service center for 5 times.
In this phone there have earpiece speake, loud speaker low sound, battery
drain, notch issue, touch issue, front camera damage, charging issue, update
issue, network issue etc.
Some times after the warranty of the device will be going to end.My
family's economic condition is very bad.My father is a hawker.After the
ending of the warrenty, when any problems are occurred, then I shall not go
to the service center because the service charge is very high.The warranty
of this phone will end after 5 months.My house and Asus service center
distance minimum 65 km and the transport cost is so high.I am tried to call and chat
with the Asus authority center minimum 40-50 times for the refund.But they
repeatedly told me for go to service center.For this phone i have beaten
many times by my father and mother, they rebuke me all times.All days i call
them, chat with them but they can not return my money.I thank you for the extension of the warranty 1month but i am not happy with it.When your higher authority team contact with me then their behaviour is very bad and they can not realize or understand any customers problem. I want refund for this device. If you do not want to give me refund total price of product then give me 9000/8500 of 10000 price of the phone.They always say they can not give refund or replacement, so i was helpless and finding no way i said to extend the warrant.If you do not want to nothing atleast give me an old phone with replacement with my device.I request you all the Asus management team
kindly refund for this device or anything.

I am Rana Dey.My Email [protected]@gmail.com.My contactnumberis-[protected].

I bought a Max Pro m2 on 17.03.2019.After buying the phone I have gone Burdwan service center for 6 times.
In this phone there have earpiece speake, loud speaker low sound, battery drain, notch issue, touch issue, front camera damage, charging issue, update issue, calling problem etc.
Some times after the warranty of the device will be going to end.My family's economic condition is very bad.My father is a hawker.After the ending of the warrenty, when any problems are occurred, then I shall not go to the service center because the service charge is very high.The warranty of this phone will end after 5 months.My house and Asus servicecenter distance minimum 65 km and the transport cost is so high.I call and chat with the Asus authority center minimum 40-50 times for the refund.But they repeatedly told me for go to service center.For this phone i have beaten many times by my father and mother, they rebuke me all times.All days i call them, chat with them but they can not return my money.All times i tolerate the rebuke and beat for them.I request you all the Asus management team kindly refund for this device.If you will not give me refund, at last i committed to suicide for you.I will no longer be able to tolerate speech and persecution for your envy.And All of you will be responsible for my death.
Remember this.Please give me my money, I will be grateful to you forever.

This product cannot do 98hz with 10bit despite using displayport 1.4. None of this is mentioned, comparing it to your other product using display port 1.4 that came first, it works.

I was hoping this monitor can do that, and I am now in a situation of regret because of these areas not being disclosed. Even me returning and buying pg35vq is declined. I tried to resolve this after two days and return the product.

I don't know if I'm gonna get a refund or for you to allow an exchange but will seek consumer protection by mediation or arbitration. Should I loose, I will accept the fate of my purchase. The purchase was done in lazada.

I bought an ASU's vivobook from Amazon 16th Nov 2018, since then it has broken down twice and been sent to your repair centre under warranty. My laptop has now broken down for the third time, it starts off with fuzzy lines then goes to blank screen. I could get it repaired again under warranty, but I have lost all faith in your product and believe it will just break down again in a couple of months. This is impacting my business as I use the laptop to edit photos whilst I am on the go. I would prefer a brand new replacement or a full refund. The serial number is HCNOCVO4S54049A

Any brand erupts from its service when device breaks down…. if company is gonna get greedy and start fooling around then I guess it will be shown doors by consumer…. same is happening with asus.
Before you invest in asus consider reading this!
For asus it's not always nice nice for everyone, you will know it all once it enters rma!
My amazon bought zenfone is mere 5 months old and I was at my first time at so called asus authorized service centre in pune and guess what I was straight away denied any service for my device asus zenfone 2 ze551ml (silver, 128gb) even when it is well within warranty period.
Service staff claims motherboard is shorted due to entering of liquid but my naked eye couldn't figure out any sign of liquid whatsoever.
I repeatedly told them that device was nowhere near any liquid source but they said it can't be covered under warranty and they don't do chip level repair work... so if I need to get it replaced then I will have to bear a expense of rs 18000/- +
Can you beat that...? a straight blow for purchasing asus zenfone... what a mistake indeed,, an annoying experience! why would anyone invest so much of their hard earned money when device manufacturer asus with retailer and outsourced service partner are cheating fooling people in name of warranty... which I see don't even exists!
Also lately I have discovered lakh's of consumers outcry against how asus along with retailers are doing warranty fraud cheating fooling buyers by selling used, damaged, repaired devices in the market claiming new.
Whatever might be the fault in device or product,, it's utter duty as a manufacturer to get the device up and running without any questions been asked …. as consumer gathered all courage to trust you and invested hard earned money in your product... but instead this people are asking money from customer when product is clearly under warranty.
This is how greedy asus along with retailers and outsourced service partners are cheating fooling people hence minting billions millions!
I rate this so called authorized asus repair centre's with very incompetent zero skilled staff... a big zero!
In this high pace 21st century cost effective era where most companies moving on smd, chip level, bga repair re-work,, greedy asus busy minting money easy way by replacing everything.
I have used smartphone brands like acer, motorola, samsung, xiaomi and lg and in two instances I had motherboard failures one with lg which they replaced and another with acer they got it repaired,, all under warranty.
Company will only rise with an efficient level of management, support, service hence making room in buyers mind!
Anyhow I will try and reach every single corner of this huge internet cloud and my personal social network... if I am able to deter even a mouthful amount of people from purchasing asus then I will consider it as a small compensation for my loss and saving those from been felt cheated fooled by asus in future.
*for use n throw there are plenty cheaper options... I dont need asus!
*last but not least even asus authorized service manager dont trust asus and uses xiaomi redmi note!
Asus won't be incredible ever... however it may keep searching... not everyone is capable enough to be on top!

I bought the Asus Ux461Ua a year ago and three month ago. Supposed to be a high-end computer, it stopped working this week. It experienced problems this month with instant freeze and multiple bugs. The computer would just continuously restart for hours. Of course, I went to repair services. But the Asus repair service staff was not only unable to help, they were unwilling to ! According to them, there was nothing they could do. The warranty expired after 1 year. the computer stopped 3m after. Not a coincidence ! Here is a good example of planned obsolescence from Asus...Dont buy their products.

From hidden warranty discrepancies, policies which hold my property, a warranty holding customer, at ransom, completely unsure on when I will be getting a piece of equipment that is essential to my life back with changing delivery dates for a simple part that shouldn't take more than two days to ship, a customer service system that essentially just barks policy at me in response to my concerns, and after paying the fee I wasn't happy to pay in the first place, just to get my essential piece of expensive equipment that I bought off this company I have to wait 3 weeks to have a battery changed. Every one of the forms of customer service that I've tried for ASUS have been long winded and un responsive in dealing with any of my problems. I recently sent my Asus product to the repair department of this company, under warranty, with a faulty battery. I was very disappointed to be told that my laptop, with 24 month warranty still very much active is not in fact in warranty, because of over charging the device.in reply to an email I sent directly to the customer service team, after being brushed off onto different numbers and emails by multiple members of the so called customer service team, I was told that the reason that my laptop won't be repaired free of charge, under the warranty agreement, a service ASUS wilfully offer, is because the battery has a separate warranty of 12 months. After just over 12 months of use, with careful consideration for the battery life, my product should still be in warranty and this issue points to an issue with either a faulty battery or a massive underestimation in the amount of times the battery can be charged and remain in warranty. If the latter is the case it makes me wonder whether this limit where put in place to insure less claims could be made from the standard warranty on a product worth over £900. My laptop was effectively being held at ransom as, having sent my laptop in good faith to this company as part of their warranty policy I was being asked to cover costs even to get my product back in poor condition or loose my £900+ piece of equipment bought from and sent to this company in good faith. "Alternatively you can instruct us to securely dispose of the device free of charge" seems to me to be a conveniently placed psuedo-threat at the end of an email I received which overall left me with a sense of distress and unease. I highly suggest to anyone considering to deal with this company or buy one of their products to re-consider, equipment can break and decay and if for any reason you have to deal with this company's customer service team and sneaky policies it will be an un-pleasant experience.

To whom it may concern

Re: Complaint concerning computer repair

This email is with regard to my computer that I purchased at Hi Fi corporation. I purchased it last year, and about 6 months later it started giving problems. I returned it to customer care on the 16 February 2019 and it was logged for repair. I was called a weeks later to collect it on the 09 March 2019. On collection the report was very vague, all it said was "screw" and no further information regarding what the fault was or what repair had been done on the PC was stated. I asked the customer care assistant to switch the PC on for me before I leave the store to make sure that it is working. On doing so, the computer would not go on and was then showing a different error which it never had before.

Once again the PC was logged for a second time for repairs on 09 March 2019. I requested that they give me a full report of the previous repair that was done as well as a report the new fault and repair.

I went in on the 27 March 2019 to inquire about the PC. They told me it was repaired and dispatched and on its way back to the store. I was told it would be in by Friday the 29 March 2019. They said they would call me when it was there. There was no communication up to the Sunday. I went in Sunday to check what was happening, I was once again told its on its way back, they will see the next day, which is Monday The 01 April 2019.

My husband went in on the Monday 01 April to see if it was there. When he got there he was once again told that the PC was checked and still not repaired. It was already wrapped and logged for repairs for the third time.

I am very unhappy with the service from this company. my PC has been there almost two months and it is still not repaired. I cannot understand how it had to go back 3 times for repairs. Also the error it showed when I fetched it was a different error to what the initial problem was.

I need my PC urgently for work and this is really causing me a big inconvenience. I am requesting that my PC be replaced with one that has the same specifications or my money refunded so that I can purchase another PC.

Awaiting a response urgently.

Repair Request 1 ref no: [protected]
Repair Request 2 ref no: [protected]
Repair Request ref number was not given for third repair.

Kind Regards
Z Ismail
[protected]

I have never hated a computer as much as this one. My radio was shutting off on its own so I'd lose internet connection all the time, then it was my mouse pad stopped working which my husband fixed but it still has issues where the mouse will go crazy and jitter around a page when I am trying to click on a hyperlink, now it's my keyboard keys working and then not working as it pleases. My husband took it apart to check connections and dust issues. It worked for about a week and now it's back to crap. The keys that don't work are d " ', backspace enter end. I can't stand it. Just to type this, I had to plug in an external keyboard. I uninstalled the keyboard driver and reinstalled it and that did nothing. And insult to injury, half of the keys letters have worn off. I would never ever buy another ASUS again. How do they stay in business?

I bought a phone from ASUS (Zenfone 4 ZE554KL) In April 2018, months later the handset started to reboot itself, and every time the battery ended I had to format it to get back to work.
At the moment I am in Brazil and fail to get ASUS Brazil to solve the problem. I'll go back to Canada after the warranty closes, and I can't get a resolution.

Am I going to have to buy a new phone before I finish my warranty? Thanks for nothing, Asus.

Product S/N: HAAZCY008406GZW

This email is regarding my distressful interaction/communication with ASUS India technical support team.

CASE NO: A190238311 already registered on Feb 9th 2019 and still now there was no response made for my larger concern reg Corning Gorilla Glass and Price Differences of service cost in 2 centers and related to Advertisement which Asus India made for Zenfone Max Pro M2.

My case details below:

Problem Statement: I was dropped my Max Pro M2 mobile phone accidentally from my pant pocket which was 3 feet distance and Corning Gorilla Glass has damaged severely but my mobile display and all other functionality works well & good.

When I tried to reach Asus via Toll Free, they suggested me to reach out to Chennai-Egmore & Mount Road service center and these centers are authorized service center for Asus Mobile Phones/Laptops.

Bit surprised by the charges they quoted to replace Gorilla Glass which was around INR 5312 in one service center and INR 6000 in another service center. And when I dig more on why the rate was too high and they explained me that the Gorilla Glass was coupled with Display of the Mobile Phone and they need to replace both Gorilla Glass and the Display of Phone. By this stance when our Gorilla Glass {i.e. Not even withstanding one single drop from 3 feet distance but opposed to an advertisement in mobile features of 15 consecutive drops in 1 feet distance which was MORE FALSE Statement}.

Common Feedback from Service Center: Also, I have received feedback from one of the above service centers that they are handling more Gorilla Glass Damages from Asus phone Max Pro M2 and this is BIG scam of cheating common man money with such HUGE 5-6k cost for simple Gorilla Glass Damage.

Suggestion Made to Asus: I have asked Asus Mobile Phone department to add one disclaimer under Corning Gorilla Glass section of Max Pro M2 that, if you need to protect your mobile from drop on any feet distance, please buy one strong tempered glass on top of Corning Gorilla Glass 6

I need either replacement of M2 mobile or refund barring the Corning Gorilla Glass damage cost.