I purchased an ASUS computer in March 2010. In December the hard drive began failing, and making clicking noises. In Jan 2011 it began to fail completely. I tried to contact ASUS in December when it started, and got no assistance. Needing my computer, and not wanting to wait MONTHS to get it fixed, I purhcased a new hard drive and replaced it myself.
A few weeks later, the optical drive stopped working. It would not read or write disks. Again, I went and purchased a new one, not wanting to be without my PC.
Finally, I filed a complaint with the BBB, after getting no response to my emails, or phone calls. Finally, a month later, I got an email from ASUS, from a Trinity Sparks. I responded, and 2 weeks later I got a response asking me for my system serial #. I replied providing requested information, and waited again almost 3 weeks (I find it funny that a computer company has a turn around time of 2-3 weeks to respond to emails).
Mrs Sparks wrote back on 3/14 asking for my address, stating she would send a new hard drive and optical drive, along with a prepaid label to return the defective hardware. It is now 3/31, and I have yet to recieve the items, and everytime I call ASUS (since I managed to find a number to their HQ in Fremont, CA), I am stonewalled, and handed off to either an "Aaron" or an "Eric".
I left a message for Mrs. Sparks on 3/30, asking HER to please call me, and I have yet to get that call. In the meantime, a Shanelle Randisi responded to the BBB complaint (after it is/was already closed), asking for more information - yet, she provided me no contact information to reach her, other than a fax machine number, and since I am a human, and not a fax machine, I can't speak to the fax machine.
It's been 3 months, at least, that I've been trying to resolve this, and each time I speak to "Aaron" or "Eirc" I am told that the replacement parts will be shipped out "today". If ASUS does not want to stand behind its warranty, then why even provide one - just sell your systems "as is" so that nobody will buy them, because I know I'll never buy another ASUS product after this ordeal.
I've since filed complaints with the FTC, as well as the Attorney General of California, and also reached out to a local news station in the area - I'm sure that in the end, ASUS will generate whatever excuse it can to not follow through on the promise Mrs Sparks made to replace my hardware, but given the number of complaints I've read about ASUS, they simply don't care.