BBB Rating "F"? Is Asus that bad?

BBB Reliability Report for ASUS
BBB Rating F

Ratings Explanation
BBB issues Reliability Reports on all businesses, whether or not they are BBB accredited. If a business is a BBB Accredited Business, it is stated in this report.
Find out more about ASUS:
BBB Accreditation
BBB Rating
Business Contact and Profile
Business Management
Additional Locations and Phone Numbers
Customer Complaint History
Government Actions
Advertising Review
Industry Tips
BBB Copyright and Reporting Policy

BBB Accreditation: This business is not a BBB Accredited Business.

BBB Rating for ASUS:
Based on BBB files, ASUS has a BBB Rating of F on a scale from A+ to F.

Reasons for this rating include:
247 complaints filed against business
Failure to respond to 38 complaints filed against business.
One complaint filed against business that was not resolved.
Click here for an explanation of BBB Ratings

Business Contact and Profile for ASUS:
Name: ASUS
Phone: (510) 739-3777
Fax: (510) 797-2102
Address: 44370 Nobel Dr # 8
Fremont, CA 94538-3287
Original Business Start Date: June 1994
New Owner Date: June 1994
Principal: Manager
Customer Contact: Manager
Entity: Corporation
Incorporated: June 1994, CA
Employees: 10
Type of Business: Computers Software & Services, Computers - Supplies & Parts
BBB Accreditation: ASUS is not a BBB Accredited business.
Additional DBA Names: ASUS Computer International
AsusTek Computer Inc

The BBB has requested basic information from this company. The BBB has not received a response. Without this information, the BBB may not have current information concerning such things as the company's management or its nature of business.

Additional Locations and Phone Numbers:

Additional Addresses
800 Corporate Way
Fremont, CA 94539

Additional Phone Numbers
Tel: (510) 791-3700

Customer Complaint History for ASUS:

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB processed a total of 247 complaints about ASUS in the last 36 months, our standard reporting period. Of the total of 247 complaints closed in 36 months, 171 were closed in the last year.

These complaints concerned:
24 regarding Advertising Issues
2 - Advertised price not honored
1 - Advertised product not available
15 - Advertised terms not honored
2 - Advertisement did not disclose all conditions required to take advantage of an offer
2 - Advertisement misrepresented a product
2 - None of the Above - Advertising Complaint Issue
2 regarding Contract Issues
2 - Failure to honor a contract or agreement
24 regarding Customer Service Issues
13 - Failure to provide promised assistance or support for products or services
8 - Failure to respond to phone calls or written requests for assistance or support
1 - Inappropriate behavior by customer service personnel
2 - None of the Above - Customer Service Complaint Issue
4 regarding Delivery Issues
4 - Non-delivery of products
54 regarding Guarantee or Warranty Issues
13 - Disputed warranty coverage and/or terms
1 - Failure to honor money-back guarantees
28 - Failure to honor service under the terms of warranties
2 - Failure to provide promised written warranty or guarantee
10 - None of the Above - Guarantee or Warranty Complaint Issue
62 regarding Product Issues
51 - Defective, damaged, or incorrect product received
11 - None of the Above - Product Quality Complaint Issue
9 regarding Refund or Exchange Issues
6 - Failure to honor promised refunds, exchanges, or credit
1 - Failure to honor refund, exchange or credit policies
2 - None of the Above - Refund or Exchange Complaint Issue
52 regarding Repair Issues
19 - Delayed completion of repair
1 - Failure to honor a repair estimate or agreement
18 - Improper or inferior repair
7 - None of the Above - Repair Complaint Issue
7 - Repairs resulted in additional damage
3 regarding Sales Practice Issues
1 - None of the Above - Sales Complaint Issue
2 - Sales presentation misrepresented the product
13 regarding Service Issues
2 - Delayed completion of service
1 - Failure to honor service estimate or agreement
6 - Improper or inferior service
2 - None of the Above - Service Complaint Issue
2 - Services resulted in additional damage (exp. Damaged product during shipping)

These complaints were closed as:
165 Resolved
43 Administratively Closed
38 No Response
1 Unresolved

 

I could believe that. If you look at my thread, Asus lost my laptop...

 

I totally agree with this rating. Just look at my post .

Seriously, I think I will file a complaint. This is simply unacceptable.

http://forum.notebookreview.com/showthread.php?t=456301

 

One should always take any rating with a grain of salt. I'd suggest looking at more reviews/rating from other websites. For example, ratings from venderrate.com strongly contradicts BBB's ratings:
http://www.vendorrate.com/VendorProfile.aspx?ID=16142

I'm not saying you should totally rely on vendorrate's rating, but it should give you an idea how these ratings can vary between sites.

For BBB, I can't be convinced that Sony's A+ score is deserved and to me is overrated from my experience with Sony.

For my multiple RMA experiences with Asus, their support can vary. The majority of time, if Asus has the part needed to replace in stock, repairs are fairly quick (less than 1 week turn around). If a part is not in stock, you may be stuck waiting for weeks for the part being shipped from Taiwan to your local repair center. Although I always receive a reply from Asus when I contact them, they are not always as fast as I hoped it would be. I'd say they usually respond within 24-48 business hours.

 

Stuff happens by far asus is to notch. of all the stuff they have to do every day let alone the past 3 years it is a tiny percent that actually have issues with them. you have to accept that the good out weighs what little bad there is.

 

Sony Corporation of America has an A+ rating but Sony Computer Entertainment America Inc has an F. w00t! Talk about confusing
http://www.bbb.org/greater-san-fran...entertainment-america-in-foster-city-ca-16128

Dell Inc has a B
http://www.bbb.org/central-texas/business-reviews/computers-dealers/dell-in-round-rock-tx-41453

and everyone's beloved Apple Computer has a B+
http://sanjose.bbb.org/Business-Report/Apple-Computer-198239

not too sure what to think about the BBB

 

Again, don't take BBB's ratings too seriously to heart. Personally, I think Apple should be ranked at least with an A. Their customer support is extremely professional, streamlined and efficient. I've taken macbooks that are out of warranty and they have replaced parts free of charge and the time it took them to repair was usually 1-2 days. The convenience of having an Apple store in almost every major city in the US is also a huge plus. Dell's support isn't too bad either if you're dealing with Dell's small business department. I RMA'd an E6400 and M2400 and the turn-around time was very quick (I had next business day warranty service). The problem with Dell's customer service is the length of time you're put on hold over the phone which varies greatly upon the time of day you call and the time you have to sit through while Dell reps go through their checklist of what to say. However, I'd definitely still rate Apple's customer service above Dell's and not the other way around as BBB does.

 

Mine is in for repair and I'm being told my optical drive and hard drive are missing. My response to them was look again because I sent everything in. Why would I strip it then send it in? Now I'm being told 2-3 days to get a response. My BBB complaint will go in on Friday if it's not resolved by then.

 

They have terrible service. Their service center here in Singapore consists of only like 3 staff and is basically two rented shop units at a run-down shopping arcade (not mall, because it's damn dark and old), with the floor area like 12 square meters.

However, almost all service centers from other manufacturers have poor service here in Singapore. They are either rude or deficient of any product knowledge.

It is only the low price and high performance that I buy the laptop!

 

They are sucky sent my 5970 in it would always say display driver crashed and has recovered just sitting idle at desktop tried every driver , multiple computers does the same in both my towers. They can't find any problem Put my old 4870x2 back in no crashes tried my GTX295 no crashes

 

I agree about Apple. I asked a question about repair costs on an Apple forum after the battery exploded on my out of warranty IPOD. A customer service rep from Apple replied within hours and told me to take the IPOD to an Apple Store for a free replacement. I had a new IPOD the next day. I have never experienced customer service as good as that. I would buy a Mac except for the fact that I occasionally play PC games.

 

You get an automatic F if you have 60 or more cases that the business didn't reply to thats why they have an F

 

With the amount of combined business Asus does when you consider motherboards, video cards, laptops, eee pc's, etc. The stats don't really seem as bad. The F seems to be coming from the manner of resolution and not the number themselves. Who knows how many of those aren't resolved just because the customer didn't bother to get back to the BBB.

I'm curious to see the sales to complaint ratio for all of these manufacturers, Dell for example has THOUSANDS of complaints, although it seems they are getting resolved more often.

A Squaretrade study ranked Asus number 1 for reliability, with HP coming in dead last. BBB gives HP an A+ and Asus an F. Go figure. http://www.pcworld.com/zoom?id=182376&page=1&zoomIdx=2

Here's another: http://www.pcworld.com/article/162091/asus_takes_top_spot_in_reliability_report.html

Again, asus is ahead in reliablity, percentage wise. It almost seems like there's a disparity between the manufacturers that have the most reliable notebooks, and those with the best service when something does break.

I'm curious how other manufacturers have been replying to the nvidia 84n videocard fiasco, I managed to get a replacement laptop with a different chip, 1.5 years out of my warranty. I had to fight for it but I don't know how many manufacturers would ever agree to do that.

Nathan

 

the constant listing of them failing to comply with advertised warrantys and stuff is scary since that is one of the reasons i buy Asus products. mostly their 0 bright dot warranty for dead pixels.

I love their motherboards. Also as impressive as the stats on the notebooks they release they seem to be kinda built crappy. ive had 3 asus laptops and will likely buy a forth but quality wise they are no thinkpad.

 

The Asus laptops i've handled have all felt better than any HP or Dell I've felt.

Thinkpads are built like tanks, that's an unfair comparison