Do NOT purchase anything from ASUS.
In May 2019 I bought a top of range Asus Zenbook in the UK - spending GBP1400/USD1700.
After 4 weeks the Webcam failed, so I could not us the biometric login/Windows Hello or videoconferencing.
I returned to Asus for repair... after nearly 4 weeks and countless hours spent on the phone to them I was told they did not have the correct part. As I was moving to the US, they said they had to return the item, and told me I would have to resend to Asus US for repair.
It is now nearly the end of September 19, and I received a message this morning telling me they still do not have the correct part to fix my laptop.
I find it disgraceful that a global company does not have the correct part to fix a new laptop.
By the time it is returned the technology will likely be obsolete!
I have never received an apology, or be told that my machine would be replaced. They took my money for a machine that does not work, and cannot fix it - and I have been without a laptop for 4 months.
This is why you should never purchase anything from this company.
Review by Bergþór Rochholz3 weeks ago
Asus bounced me with generic replies asking me to attach the receipt which with their brilliant broken website is not even possible when you reply to the technician (There is no way to attach anything unless you start a new incident)
I tried to attach PDF, PNG and multiple times JPG files of the receipt when creating new incidents but always got an automated reply telling me to attach JPG files over and over again. I tried like 3 times to do it only to get the same BS automated reply.
I gave up and just ordered the part online myself, took me 2 hours to fix the problem at home, asus support is a waste of time and a lazy broken mess. Only reading the trust pilot reviews alone will make your skin crawl.
Review by Knights3 weeks ago
Purchased a laptop from our Navy Exchange, then, 3 months and 25 days later, it died. Filed a claim with the service protection plan we bought separately, only to have them refer us to Asus. Well, Asus now says it's out of warranty, since they stopped manufacturing the laptop more than a year ago! My son is in college, and he needs his laptop for school! We are NEVER going to buy Asus again- lousy service!!!
Review by Kakyama1 month ago
I purchased an Asus monitor (PG278QR) a few months back, when I was ready to finally start using the monitor everything was fine until the screen went blank, the led around the base of the monitor turned off, I couldn’t power it on I thought I tried everything unplugging and plugging back in, changed DP cables just in case it might work 🤞🏻aaand nope.
That’s when I called Asus, they told me it was still under warranty I could send it back in for repair no problem, once I was talking to the agent over the phone we got my computers information down, he walked me through some light troubleshooting that didn’t do the trick so basically it was my understanding that it had some sort of power issue so when they sent it back the first time he said that they had replaced the main board and the LCD.
Now I’m stoked I’m gonna finally get to use my brand new gaming monitor is how I felt before the screen and the led’s went out again for the second time which by the way I’m obviously upset, I call and proceeded to create another RMA, this time around I tell customer service that what they did the last time didn’t work it was an obvious power issue and that just replacing the main and the lcd wouldn’t do the trick he continued to assure me that Asus engineers and Quality Assurance wouldn’t miss any issues so I trusted them for the last time.
They send me back the monitor and no more than 10 minutes into using the monitor it goes blank again I tried plugging it into different outlets I even checked the voltage even though my computer was still working plugged into the same overload protection as the monitor, couldn’t believe I had to call Asus again for the third time.
I honestly just felt defeated and then to top it off the guy over the phone was completely rude almost as if I was doing something wrong, I’ve worked in customer service in the past and the one thing I remember was that the customer is always right, how did we get away from that? Anyways, I send it back for the third time and this time around they promised to replace it with a new monitor but it’s been a week and a half and I literally live 15 minutes from the repair center they don’t let me speak to a manager they say they don’t have supervisors that I can speak to? They promised that it would be here on a certain date and then when I call they say that their waiting on parts?? If it’s supposed to be replaced what parts are you waiting on? I’ve never had a worse customer service experience in my life until now.
Review by Wots1 month ago
I won't reccomend buying ASUS products from the ASUS official store. Shipping times are quite long and the whole experience is dumb and cheating. ASUS products can still be somehow valid, but try to buy them from Amazon or in retail stores in order to enjoy a better service.
Review by Baskoota1 month ago
Refuse to RMA faulty GPU. 850 Euro cost, known to be unreliable chips. While the problem isn't resolved yet, the US customer support has been very friendly.
Review by Summaiya1 month ago
Had a manufacturing problem with my zenbook. They had me send it to CA from NJ and pay for the shipping. Even though I clearly stated that I had a hard drive issue and it needed replacement, they still did their own thing and returned my computer. The issues started again after a few days. In addition, there was no way to track my laptop during their repairing. Would never pay a cent to ASUS!
Review by Tangil1 month ago
Appreciate the performance of laptop but, It has been 15+ days, I have submitted my laptop at service centre for repair, but didn't receive it yet. Before this, i had used the service for replacement of motherboard because of manufacturing defect, and i received laptop after a month. I was Highly disappointed but i considered it as ok and thought that it won't happen again. This time i took service for replacement of my screen. Again it has been more than 15 days, but I haven't received my laptop. Highly disappointing guys..
Review by PJHFrance Vinodh1 month ago
i have a 2 month old zenith extreme alpha. i just purchase a m.2 to install on my dimm.2 and my m.2 socket. after 2 weeks of asus support lying to me and giving me false information, the support in India just sucks, cant understand them, they cant understand me, they have no understanding of the product at all. The board needs to be rma and they expect me to take a used board and for me to send them my brand new board. What about of idi0ts and clown, I have hrs of them recorded and asus still wont claim any liability. Crap just Crap company and support will never spend any of my hard money on ASUS products again. I can go on the hrs and hrs explaining everything but fellow new electronics owners stay away from ASUS.
Review by Hinesbeans1 month ago
Both times I called Asus customer service it was a robotic experience. Agent's seem like they really don't enjoy their job and would rather not be bothered. As if you're inconveniencing them with your call.
The second time I called which was a concern about warranty the agent would let out breath's of annoyance Everytime I'd ask a new question. When I asked about possibly getting a warranty extension for the brand new laptop I just purchased I was told Asus doesn't offer warranty extensions and I'd have to take that up with the third party dealer I purchased the laptop from. HUH!!!???? This doesn't make any sense to me. It's an Asus product! I hope that this purchase wasn't in vain because I would rather not deal with what these people have to offer in terms of handling issues.
Hopefully the laptop never has issues for my sake. Fingers crossed.
Review by Winsen2 months ago
Very bad customer service. When I turned on my laptop ux430u , the laptop automatically started taking bios update even before windows bootup and after a while the screen went off and never came back. I sent it for repair to the asus center and I told the issue like 10 times to 10 different representatives. And still they had no idea what the issue was. I ended up getting a quotation email of 1700 dollars which is even more expensive than what I paid to buy that laptop. I was like what the heckkkkkkkkkkk....I even asked what is the problem with my laptop and One guy was we dont know ...if you want your laptop repaired then you have to pay standard unit price of 1742 dollars .....😂....dude are you crazy??? So I would never ever gonaa buy any products from asus neither recommending any of my friends and family....
Review by Sutomo2 months ago
They are a SCAM!
I sent my computer in to be be repaired and sent a dongle in the back. They returned it with it gone. I have contacted customer service for MONTHS about this issue. They say I need to pay 50.00 to get it back. AFTER THEY LOST IT. Asus is a con. I will be filing a criminal complaint against this company for theft.
Review by Laineyyy2 months ago
i wont recommend anyone on my friends and family to buy any ASUS product anymore . bad service, quality of products easily broke not even reach 1 year 8 months used display lost and wifi disruptions, after fixed for 1 month, just few month battery died out. 1 year and 8 months not reaching 2 years mother board died out. same what happend to my sisters laptop as well..
Review by Gopinat Emow2 months ago
I am in the UK, and I booked in to get my Asus Zenbook repaired by Stoyan_A, at Asus Customer Service, Asus Technical Support Site: They informed me that they would get their courier DPD to pick up the device between 12.20 and 13.20 on the 25th September. I stayed in, I waited, and no courier turned up. I then received another email from DPD telling me a courier would come again on Friday the 27th September. I then called Asus (call ref no. E1909135385 on 01442 265548 and spoke to Stoyan, to inform them firstly, that no courier showed up on the 25th, and that I would not be in on Friday the 27th, and could they please arrange pick up for Thursday morning the 26th, all day Saturday the 28th, or Monday morning the 30th?. Stoyan said that they would do so. I then received an email from DPD telling me that their courier would come on Friday the 27th, when they already knew I would not be in. I then called the courier DPD directly, who said that they could not change or reorganise pick up dates, only Asus do that. I then called Asus again, and told them everything again, this time speaking to Arsan ref. no. E1909136587 telling him the same. I then received an email telling me my pickup would be on Friday 27th - again the wrong day. I then called again and spoke to a Level 2 manager called Christina, because this time I asked to speak to a manager. I held on for 5 minutes. I have now this evening received an email from Stoyan, telling me the pickup has been arranged for Friday 27th September, again, when I will not be in. I have replied telling them that I think this may be a form of harassment in misguiding and deceiving a customer. It is telling the customer one thing, and then doing the opposite (for some kind of joke?). I will be in touch with the industry ombudsman. Would you trust a company like this to pick up about £1,000 worth of your equipment? I hope that this puts you off having anything whatsoever to do with this company.
Review by Fangfang2 months ago
Really amazing service... it should be like 6 out of 5 stars.. really helpful customer support, they guided me how to fix my computer right from home.. really nice kind and patient employee who helped me.. thank you so much.. salamat
Review by SmoothBond2 months ago
I'm building pc's on Asus for almost 20 years now, last 5 years lot of complaints about performance, hard drive keeps on spinning, booting takes 20 minutes and more.
Two years ago i bought a ROG laptop. Experience the same issues, this thing is dramaticly slow, a goot heating device though.
My 5 year old Dell XPS 2720 with lower specs is performing much much better.
Since one year i'm building on Gigabyte motherboards witch perform a lot better than Asus. I think Asus lost their edge. Won't buy anything again from this company
Review by GeroRolli2 months ago
I bought a pg27uq monitor and it was broken, then asus send me a another RMA monitor from ther crappy repairshop and it was also broken, then they send me the 3rd monitor and it has these gray shadows vertical bars on the screen. Like jail bars. And asus wont RMA it because they say this. !
"unfortunately this is not qualified for warranty, so we can unfortunately not send in your monitor for replacement /swap"
I spoke with Tommy B and he is the worst person you can speak with.
Never More asus !!
What a bad brand that has lost the quality over years !
Stay away from asus garbage ! Its trash today!
Review by Satinath2 months ago
I paid £1200 for what I thought was a topnotch laptop - the zenbook 14 UX433F. Initially it seemed like a good laptop apart from the touchpad which often required several taps with my fingernail. I ended up using an external mouse which seems ridiculous in a portable laptop. After a few weeks the network adaptor card packed up and it had to go back to Asus. They found another problem as well and it took a month for me to get it back. It had been reset to factory settings so I had to start again. I also asked them to check the trackpad but they seemed to think it was fine. After another couple of months I got the blue screen of death and back it went again. Once again, factory settings and right around the time of my law exams. I was not happy! Then another few months went by and it died again. I had most definitely had enough and refused to leave John Lewis until I had a refund which they gave me after some arguing. I now have a Google Pixelbook which is awesome and made me realise just how utterly crap the touchpad on the zenbook had been. I will never touch Asus again!
Review by Succise Bandt2 months ago
Impossible to get hold of anyone if you work 9-5. All I want is a replacement charger as I have no fast charge atm
Review by Squinting Ioannoglou3 months ago
ASUS is, beyond a shadow of a doubt, the worst company I have ever had the displeasure of trying to work with. I spent around $750 for a notebook computer, and within 2 month it was having severe problems, crashing when I did literally anything from open Chrome, to adjust the angle of the screen. The computer’s wireless network driver would completely disappear from device manager and disconnect my computer from the internet, making it unable to reconnect or even find a signal until the computer recognized the driver still existed, which would take restarting the computer upwards of 10 times.
I immediately contacted tech support, wrongly assuming they would help, but no. They sent me an email of all the different things I could try to fix it, which I did every single one multiple times, including several system restores and two factory resets. Any effect? Nope. I contacted tech and customer support about 10 times, each time I got a copy and paste email, the EXACT same one I got every time, even when I explicitly stated everything I had done to fix the computer. I don’t think they even read the issue! They just click “paste, send!”
After months of using this torture device of a machine they finally sent me an RMA number so I could send my computer in to be fixed. I did, and they sent it back “fixed” after 2 and a half weeks. Was it fixed? No. Exact same problems. Crashes, disconnects from the internet and can’t reconnect, but not only that, it got even worse! Now the disk is constantly running at 100%, slowing down the machine considerably! I naively contacted customer support again, which was about as much help as spitting on lava. Useless. I got the same copy and paste email.
After contacting them countless times, they finally agree to have me send in the computer again, saying that this time they will actually fix it, like last time was just a warmup. Not only that, but they dragged this out so long that it’s been over a year since the original purchase, so out of warranty, and they say I would need to pay $60 for a diagnostic fee, when we already know what’s wrong with it (everything) AND THEN on top of that, pay for whatever support center deems is needed for repairs. Yeah right. I’ve done this before. I’m not about to throw another couple hundred into this hot mess trash, poor excuse for a product.
TLDR; customer service doesn’t even read what’s wrong before trying to “help” you, doesn’t actually help. Support and tech centers will actually make the product worse than it was before. Drags out the process as long as possible to try to siphon more money out of you.
I would rate 0 stars if possible. Neither I nor anyone I know will ever touch ASUS ever again.
Review by Tardigrade3 months ago
my monitor worked fine 3 hours ago. I unplugged it moved a few things around and now the buttons on it won't work. they light up but none of them are responsive. I didn't do anything but move it 4 inches and unplug it. I understand my warranty was up a year ago but how is my best troubleshooting option to send it in for repair wait pro weeks and pay more than I would for a new monitor. I will NOT be buying another Asus product again after this and will urge all my friends and stream to never use Asus after this. its ridiculous.
Review by Whasif Bhie3 months ago
DON'T BUY ASUS PRODUCTS! TERRIBLE CUSTOMER SERVICE! I have bought a laptop from an abysmal german retailer (computeruniverse.net - By the way - STAY AWAY!). I am trying for 4 months to get back either a new-replacement laptop because of DOA or my money back! Since I couldn't find on any means of communication a computeruniverse.net representative and return it back, I had to use my warranty in Greece and I decided to contact the ASUS service here (An ASUS Italy subsidiary). ASUS HAS THE WORST CUSTOMER SERVICE OF ALL THE LAPTOP MAKERS AND THEY DO NOT CARE IF IT IS TRUE. Take a look at this:I sent the laptop to them for inspection and they recognized that there was a manufacturing defect and they said they would fix it and send it back to me. More than 30+ days passed. I ended up shouting on the telephone to them and I filed a legal query to a state lawyer for infringing the 30-day repair deadline that is defined by the law. They sent it to me back that very day I filed my official complaint. When I got back the laptop, the screen had dead pixels that weren't there before. I don't know what is happening, I have read that a lot of people find new problems that weren't there once their product comes back from the service. So, I sent it back to them for the second time. They kept it for almost 25 days, and when I threatened them that I would act again employing my consumer rights if they surpassed the 30-day deadline again, they also offered to me the option to give me my money back, which I accepted, while they won't give me back my postage money (45 euros). BUT, I would get my money back up to 30 days after this! (let's say definitely 30 days because they haven't shown signs of cooperation so far). Now, I am at the process of waiting for the refund. After almost 4 months, after more than 50 phone calls, personal time, a lot of inspection, after a lot of paper work and monetary loss, I STILL DON'T HAVE EITHER MY MONEY OR MY LAPTOP.
Thank god my masters hasn't started yet. They have caused income loss and potentially they could set my studies back. They are criminally irresponsible!
Review by Chryss AlShegri3 months ago
Bought an Asus Zenbook over 2 years ago and now it has stopped charging - Aren't Zenbook premium product and expect to last longer. I think it was a mistake and should have bought a Lenovo instead. Now Asus want to charge to examine the laptop
Review by Repairers3 months ago
Bought an Asus labtob from Best buy about a year ago I had to return the first one cause it broke 6 hours into using it. The the second one I have now is neither fast or reliable... My previous labtop from 6 years ago (Alienware) was extremely more reliable. This labtop freezes up randomly both on and off the internet. It can't delete programs I don't need so I am stuck with TWO virus protections that don't work and take up back round operating space and keep trying to get me to pay for them. I bought this labtop for school and I learned two interesting things from this labtop. 1st it will freeze in the middle of a timed test when you are doing nothing else. And two it will freeze in on start up... Currently I was forced to update my computer and was offered no option to wait (by the way it froze on the offer too so I had to do a manual restart. Which then It got stuck on the loading screen which I couldn't tell if it glitched or was actually downloading the update... A normal person would think it was just updating unless like me you had it stuck permantly on that loading screen for 3+ hours tried to take it to the geek squad at best buy. But they couldn't fix either because all functions were locked out on that loading screen... So while I wait for this to HOPEFULLY download the update I figured I'd take my free time and tell others what a bad product Asus is and hopefully I will stop others from making the same mistake of buying from this company
Review by Rezaie3 months ago
Absolutely trash service from asus, I have Given my 17.3” ROG G752v for a service, Battery change and keyboard. They told me they’ll update me when the parts inventory is checked in 1-2 days. It has been a week since i gave my laptop and when i went today at he Nehru place, New Delhi service centre they have done absolutely nothing to it. Since 1 week absolutely no work is done. They told me the battery will NOT be available at all anymore so they can’t replace. I told them to do a basic service and now they told me to come again in the even for the 3rd time. Apparently the battery is OUT OF PRODUCTION and not available anywhere.
And mind it I’m a game design student and I have a lot of knowledge about the available and alternative products as well as an huge circle of people who buy these things and I’m going to put this complaint absolutely everywhere till I receive a solution.
Absolutely trash service, Trash ROG Device,
Going to tell this experience everywhere on the social media as well as the colleges.