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Bought the laptop. Was on offer. Might add. Still very expensive laptop but good value compared to the rest. I & 3.8gb Ram. Very impressed by the speed and efficiency. Definitely bought the right laptop for what I want.
So I promised myself that if my repair goes smoothly that I would write a review for the ASUS repair center, because I see a lot of really bad reviews for this company here and they deserve better. So here goes: I have an expensive ASUS gaming laptop, and after 11 months of use the keyboard broke. It's definitely a hardware issue. First, I called customer service and told them I need to repair my laptop and that it should still be under warranty. They checked the date on the warranty and informed me that it had expired, which can't be possible because I know the exact date I bought the laptop and it hasn't been exactly a year yet. So they told me I'll need to send them my original invoice for verification. And so I found my invoice for when I bought the laptop, sent it over to them and they verified it within 2 days, giving me a new warranty date which was now the correct date, exactly a year from the day I actually bought it.
Once the verification process was complete, they sent me the shipping label, an RMA number, and told me how they wanted me to send it to their repair center. I didn't have to pay for shipping, I just had to package the laptop myself and bring it to a FedEx shipping place, I found one very easily. So I followed all the instructions, packaged my laptop extremely well so that it doesn't get damaged during shipping, and sent it through their choice of carrier. I had a tracking number so that I could ensure I knew when it arrived at the repair center.
Keep in mind, the clock is ticking on my warranty, I have about 12 days of coverage left at this point. FedEx gave me a notification telling me that it had arrived at the destination, but no word yet from ASUS. 2 days later I get a notification from ASUS saying that it had arrived and they have it and so they started on the repairs. I'm worried that my warranty will expire while they are repairing it, so I call customer service and they tell me that as long as they received it before the warranty expired, they are obligated to fix it, which is very noble of them.
The repair was done in a timely manner and it was finished at the exact estimated repair date, their estimate was correct. They repaired it, it went through final testing, and they sent it back to me. They gave me a tracking number for my package so I could know exactly when it would get to me. I received the laptop back in great condition, no damage, and the repairs were great and the original problem with the keyboard not functioning was fixed. The repair quality was excellent, the customer support was great, and the turnaround time was manageable - I received it back 21 days from the day I sent it away.
I read many reviews on this website and they scared me because of how low the rating for ASUS is on here, but I can tell you after going through the repair process that it was fantastic. They also gave me 90 days as a guarantee that my laptop won't have any more issues, which is amazing. So they guarantee that my laptop will work correctly after the repair for at least 90 days.
All in all, I am extremely pleased with ASUS right now. Their customer service was excellent, the repair fixed the issue and the quality of the repair was great too - my laptop came back in great condition just like how it was when I sent it to them. And the turnaround time was decent as well, it took less than a month, about 3 weeks. This shows me that ASUS stands by their products and will fix the issue if need be. I had a great experience with their repair center and can definitely recommend this brand to my family and friends. I am so happy with the service and the process. So ASUS has definitely earned this 5 star review in my book. Thank you ASUS for fixing my laptop and your customer service was excellent as well.
Never had a single complaint from a Customer. Have many Clients with ASUS motherboards still alive since 2004. Yet I've seen so many Dead Gigabyte Motherboards it isn't funny. I will give ASUS my respect for the Durable products they make!
I am not one of those people to write a bad review about everything, just to tell you I buy about 1000 items a year and write 1 or 2 bad reviews. I bought this product for my parents to use while they were in Europe for a Christmas present in 2018. My parents only used the computer a whole 3 hours tops and the hard drive crashed (it was about 3 months out of warranty). So I called ASUS directly and mentioned based on implied warranty this product should last over a few hours of us. Can you please do something to make this right? Long story short they did nothing and were a garbage company to deal with. Again I never complain about things online, but ASUS literally just stole a couple hundred dollars from me, so my warning is stay away from this garbage company.
I have been trying to work with ASUS for 2 1/2 months to fix a wifi router problem. First I had to pay to have the router sent to them to get it looked at. Then they shipped a used unit back to me. The unit had the exact problem as my router because the problem was with their firmware. So now I have a used router that still does not work. I keep calling them and never get a resolution, just the same programmed set of diagnostic steps from a rep that has no idea how to resolve my issue. I have asked for a refund but they keep feeding a line me saying that they don't give refunds. They are terrible and I still have a useless router that does not work.
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Had minor repair question about my laptop. Called from USA. Got routed somewhere where phones answered by people who did not speak functional English. Spoke as if reading scripted non-relevant answers from a script. Totally unhelpful and also dishonest. Told me that I needed to maul my laptop in somewhere and wait two weeks before finally divulging that I could simply bring it to a local Best Buy - dishonest and awful.
I bought an Asus X512UF Notebook in Silver body in Istanbul Turkey. The gray letters on the silver keys cannot be seen and read even in the normal daylight and impossible in the evening. I looked for the keyboard light, but surprisingly learned that this feature was optional. That was not clearly mentioned in the opening page of the notebook. 1. It is disappointing that Asus does not provide keyboard lights for a notebook advertised as the cutting edge and most user friendly model. 2. As I said it is nearly impossible to see the keys. 3. I contacted ASUS and asked to change the silver keys with black keys but they denied any help.
I had numerous issues with computer from start. It was at Geek Squad numerous times and has been sent to ASUS repair. The last time it was at ASUS for new hard drive. The warranty ran out while they had it! A month later and it was doing same thing and now they won't warranty it. Horrible computer, bad customer service and Geek Squad is no help!!!! Buyer beware!!!
I purchased a high end laptop from this company which used a Solid State Drive (SSD). The laptop stopped working after two weeks. The SSD was bad, which happens mostly with used SSDs which are re-packaged in a new device. The company refused to honor their warranty and gave me the runaround until time ran out. Then they offered to fix it, for an outrageous fee which was almost the value of the laptop. Dishonest company, rude and incompetent support staff, selling defective products which probably have used components being passed off as new.
If you ever plan on typing on this machine or using the touchpad, FORGET IT!! While you are typing the cursor ends up on another line whenever it feels like it. While using the touchpad, suddenly it doesn't feel like scrolling anywhere on the page until several tries. The problem gets worse after the warranty expires. I wish I could throw it in the garbage, but I cannot afford another laptop so I will have to deal with this for at least 3 years. I cannot believe this was not discovered during quality control procedures.
We got two gaming laptops and we don't game. Paid over 3000.00 for both but a year apart. After four years the monitor went wonky. Wouldn't stop scrolling and turned pink etc. Computer number two after four years boom the monitor gives out, no scrolling but pink screen and you could see previous things under the pink. Distorting it badly. Asus says it is a serious problem and that once again it is the monitor. Don't waste your money. If you are a gamer and you think you wore it out? No. Factory defects. They do not resolve that. Supposedly is caused by opening and closing the lid. So if you want to buy one don't close the lid once you open it ever. Maybe it will work. Never again.
I will never buy anything from Asus ever again. They are liars and have crappy products that break after 4 months and then try to send you other people's broken stuff as a replacement. What a joke! Something needs to be done about their management or something because they are not making yall look very good.
I've now had 2 experiences with Asus support where it's turned me away to buy something else. My first was with an Asus x750jb that was having issues with the speakers not working. This was a laptop that had about 2 months left on warranty, so I contacted Asus regarding the issue. They stated that it was a software driver issue and I need to install the correct drivers. Obviously it wasn't, seeing as the speaker could work for a second or two if you tapped the top of the laptop where the speakers were. I had the runaround with Asus until the warranty finally ended where they said it no longer was covered. My second experience was with a ROG MaximusVII motherboard that was having chipset issues.
This motherboard was well within the warranty period and was having issues that have been already troubleshooted, and I told this to the agent. The agent was fine with my troubleshooting as it was similar to what he was going to have me do as well, got the RMA number and everything. I asked "so do you guys send me a box, shipping label, what happens?" I was told something that made me close the chat and buy a new motherboard. "No, you need to purchase a box and pay for the shipping costs on the label we are going to send you via email. The shipping cost will be $25 roughly depending on area and will take 4-8 weeks to get back to you."
Is this company for real? You're going to charge your customer for YOUR defective product? Some may see $25 dollars and think "Oh that's not that bad, just pay it" but when you consider that $25 is more than 10% of the original cost of a now 2 year old motherboard, and almost 2 months to get it back, what is the point? HP will send you a box with shipping material and instructions on what to do in overnight shipping and give you a detailed report of what stage your device is in for repair all online. I had my HP laptop out and back with keyboard, motherboard and bottom tray replacement within 6 business days. What else? Free. 0 cost to me. Asus has a pathetic warranty coverage as well as customer service, absolutely pathetic. I refuse to buy another of their products if this is the service I get for buying their top end products.
I will never ever buy this product again! This product is a trash! So disappointed, for less than a year it was just like that, the technician told us that it was a factory defect and that the insurance will not cover the software damage not unless it was accidentally broken! This is really frustrating!!! Will not purchase any of their products ever!
Had my motherboard die randomly after about 6 months of normal use. I was denied warranty replacement, and lied to several times in about 6 months of emailing back and forth. I was told a 100 dollar fee was for repairs, then when I pressed it, was told the board is unrepairable. They cannot prove their motherboard functioned properly as they couldn't be bothered to diagnose the board to find out the problem. Dealing with their customer service was the worst experience, and I will never buy their products again.
My issues with Asus started out innocently enough years ago with a M3A78-EM AM2+/AM2 motherboard. 8 months into its 1 year warranty it developed an issue where the onboard LAN adapter would not function for the first 10 minutes post boot. No connection, no activity lamps, nothing. After several attempts at contacting Asus about the issue I finally found someone who tried telling me that it wasn't under its 1 year coverage. Even after I sent them the invoice proving so. They finally admitted that it was under warranty but I needed to jump through continuous hoops to solve the issue. (Things I'd already done) including driver updates, BIOS updates, system reboots, different cables, different router etc etc. Even when I told them that there was a BIOS message stating "onboard LAN fail" nor did they acknowledge that the LAN would start working normally only after 10 minutes of operation.
That issue was never resolved as I just gave up and "learned to live with it". Next issue was with an EA-N66 wireless adapter. It would lose configuration daily (sometimes multiple times daily and lose connection). Since I again couldn't get Asus to work with my the retailer who sold it to me would only send me a replacement identical unit which also had the exact same issues. The retailer finally relented and refunded my money when their techs tested my returned unit and had the same issues. The next issue trumps them all. Over the course of 18 months my company did a large monitor upgrade. Over 30 VS248H-P monitors were purchased. I even purchased one for myself.
Asus claimed to have a 3 year warranty with a replacement guarantee that if your monitor fails in the first year, they cross-ship you a replacement. About 10-12 of these monitors had an issue (mine included) where the screen would go black as if the data cable were removed. It would then flash a few times and then "reconnect" stating its connection type in the top corner. It would do this several times an hour and others, not for several days. When I started contacting Asus, they at first claimed that the serial numbers I was giving them were no longer in warranty (for a monitor that wasn't even on sale 3 years prior) even though these monitors were less than 1 year old.
Then, when they finally admitted that these were under warranty backed with pages of Amazon.com invoices, they told me that they had nothing to send me as a replacement in complete contradiction of their "ASUS Rapid Replacement service for quick product replacement should a unit be sent for repair". They demanded that I return the monitor to Asus, at my expense, 2-way shipping. The total cost of shipping the oversized weighty box was nearly half the cost of a new monitor. It wasn't until I started calling them daily and demanding I talk to a decision maker that I started getting results. However, they stopped returning my calls after the 8th monitor replaced.
With all these issues, my company gave up as I was spending too much time getting this resolved and the cost of shipping to and from their facility was too much (they only did a cross-ship for 6 or the 8 monitors they agreed to repair). Now, even though none of them are over 30 months old, we have to replace them as about 1 per month is exhibiting the same issue. Asus blamed the cable, (Asus supplied cable) the computer (at least a dozen different machines and 3 different brands) and the power cable/wall outlet (even though the monitor isn't losing power, just signal).
I know feedback on products and brands are important in order to guarantee customer satisfaction, and assure the continuous improvement of products. So here it goes my feedback on an ASUS product and I hope that it can be used by the company to improve their customer support and products. On January 2018 I bought an ASUS Vivobook Flip MODEL# R518UQ, and with less than a year of use its motherboard crashed causing me to lose all my data. I got in touch with ASUS and they fixed the computer because I was lucky enough to be still covered by my last month of warranty.
However a simple reflection: how can I trust the quality of a computer that has presented such a serious problem in less than a year of use? What would guarantee that the new motherboard installed will be reliable? When you buy a product as expensive as a computer the least you expected is that you are buying something that will last.
When I was deciding which computer to get, I was very reluctant to buy an ASUS because I saw some negative feedback on the internet, especially about their customer service. But despite that, I still decided to give them a chance. And guess what? BIG MISTAKE. I got in touch with ASUS' customer support to see what they could do, maybe at least extend the warranty for another year and I was told that I was trying to TAKE ADVANTAGE of them.
As a customer, I never felt so disrespected and humiliated in my life. That's absurd and just proves their reputation of having a bad customer support. So I thought I should share this and warn you. This was my first and LAST experience with an ASUS product. I have had a LENOVO and an HP for more than 8 years and despite some small problems, both computers are still running and with no hardware problems!!! I guess if you want to avoid problems, avoid ASUS!
I purchased an ASUS laptop in July of this year. Out of the box, the SD card reader and one of the USB ports did not work. I decided just to work around that. 6 months later, the computer is not working at all. It freezes every few minutes and can only be restarted with a hard reboot. I called the company and they asked me to do a system reset, a clean installation of Windows and a factory reset. Essentially, I'm resetting the computer to something that didn't work in the first place, right? It didn't work.
Now, they want me to send the computer in for between 14 and 21 days to be looked at and then they will decide if I should be given a replacement. I use my computer for WORK! So, my options now are to either go buy a different laptop so I can use while mine is getting fixed (probably by the same people who built a piece of garbage laptop in the first place) or to be out $1000+ in lost wages while my computer is being fixed. Their customer service is APPALLING! I am in a business that requires me to buy a new laptop every 2 years. ASUS had an opportunity to make me a repeat customer, but instead, I will tell everyone I can DO NOT BUY! DO NOT BUY! DO NOT BUY ASUS!
This is my third ASUS, a prior Zenbook, and my wife's Chromebook. This laptop is well built, very lightweight and fast. Background: I am a writer and use my laptop all day, either for research or writing. I am also technically competent in that I can deal with most computer problems. The Zenbook has some good features, including touchscreen and backlit keyboard, so I can work at night. This laptop is good for my research, email, and light writing. It is NOT good for serious writing, but that is true for most laptops. For serious writing I use my Lenovo Thinkpad, with a writer's keyboard that uses the old IBM keyboard, that has the correct spacing, key placement and touch sensitivity.
My problem with the ASUS appears to be a flaw or a defect in the Touchpad, something that occurred almost immediately after I received it in September. I reported it to ASUS. Their service response comes from ASIA and takes 12 to 24 hours to get a response, so an email exchange is very cumbersome, slow and not user friendly. The reps are obviously using canned responses that are polite but generally are not responsive to the specific issue and provide unhelpful information that assumes must customers are idiots (and maybe they are, lol). But I am not, and when I report the problem in detail and what I have already done to attempt to resolve the problem I find it unhelpful when they suggest doing what I had just told them I had already done. After a week of exchanges I got the impression that they were just stalling, hoping I would go away.
Eventually they realized I was not going away and I had a real problem, specifically after a short time while on a web page and while using some programs (e.g., WORD) the cursor disappeared. It was a touchscreen so I could still operate the computer but it was annoying and required repeated rebooting. They finally agreed to take it back and fix it, but they required me to fill out an RMA application form that asked for the same info they already had. First, their CAPTCHA didn't work. It kept telling me I was wrong, so finally I took a screenshot and sent it to them. Second, after I entered info into the form and sent it, they responded that some item had been left out (not true, I took screenshot of that also). They finally sent me an RMA (after 3-4 more days) with instructions including obtaining a proper box and packing it carefully and shipping it to them AT MY EXPENSE. They only covered the return.
Now it has been 10 days since I sent it to them and their website says approximately a week more. Compare that to my last experience with Lenovo, when from the time I reported the problem to them, they overnighted a FedEx box with labels made out and returned the laptop with a new hard drive 5 days from my initial contact.
I sent this to ASUS yesterday: "The problem with my laptop is not a serious one. I had to send it to you to fix a relatively minor problem that appears to be with the touchpad, hardware or software I don't know - but it was sent quite a while ago and it should have been dealt with and returned. I just learned from your website that it is going to take another week to fix and then you will send it to me. This problem has been going on since I first reported it in October and I still don't have it fixed. Considering this is the most expensive computer I have ever purchased, I have to say I am extremely disappointed. When I had a problem with a Lenovo the time for when I reported it to having it returned fixed was 5 days. Why are you so slow and unresponsive?" Their response this morning was -"We thank you for being a customer, we will look into your concern."
I have spent almost a lakh (i.e 97000) on purchasing the G551VW and despite paying so much my laptop has heating issues and all games run on the lowest specs or either lag. I had given my laptop for service twice and all they did was reset my PC and sent it back. They provide the worst service and I strongly recommend not to purchase any Asus laptops especially the ROG series, it's not worth the cost. Buying this laptop is one of the worst decisions of my life.
Notebook X507UA Performance Issue: WORST customer service experience that I have ever had by purchasing ASUS laptop. A bit of background about issue, I bought a laptop with original Windows 10. With latest updates of Windows 10, it updated its features and made the disk usage as 100%, which is kept further. It happens as I turn on my laptop, says 100% usage and performance went very slow. I had conversation with technical team, they conveyed - This issue is because of Windows 10 as it doesn't work stable on i3 6th gen processor. This issue doesn't make sense to me, as in later minutes they also suggested that I should turn off any Windows update as everything is turned on. Taking an original Windows and turning off its updates - not good, as latest features or bug rectification won't happen then. I would like to use every new and good features which Windows offers for better performance.
Nonexistent customer, no tech support. If you have a problem with anything you bought, be prepared for the WORST customer service experience that you've ever has. They just don't care. You will get form letter responses and answers to your problems that aren't even relevant to your situation, it's like they don't even read the complaint at all. I have been a loyal customer for 7 years, but at this point I will NEVER purchase another ASUS product again.
I bought an Asus laptop. It have i5 8th generation but not performing like 8th generation. Slow processing and battery also not working 3 to 4 hour. It drained totally in 1 to 2 hour. Suggest me what I do???
I had bought a phone from Asus called the Zenfone Max M1. Two weeks after I bought it I got occasional reboots. I would not receive texts or calls. And the wifi auto shuts off. One day it factory reset itself and deleted everything. When I contacted Asus they asked for the serial number. Once I gave it to them the Asus support person told me my warranty is void because my phone has been rooted. The problem was my phone was not rooted. I asked if they could show proof that the phone has been rooted they immediately said no and said that's just what the system says and there is nothing they can do.
When I asked for a manager the manager was rude and told me to even check if my phone is rooted to see if their system has an error. They want to charge me $130 for a $180 phone that should have been warrantied. Even the Best Buy rep who sold me the phone told me there is no way that Asus could determine that my phone was rooted by asking me the serial number. I unfortunately was over the 14 day return policy for Best Buy. Which is not Best Buy's fault. They are a good company. But for Asus telling me my warranty is void for no reason is really stupid. They basically stole $180 and asked for more money!
So I used this laptop for about 2 months and the 1st time I leave it on through the night; instead of turning off for me it is ruined. Doesn't even turn on. I left it on ONE NIGHT. Unbelievably bad product. For a 2000$ laptop, it shouldn't be this weak. ASUS scams people like this. Call them out. Sink the company. People that make stuff that takes advantage of consumers should be IMPRISONED. Sooo angry this company doesn't care about Quality.
I bought a gaming laptop last September. This September the motherboard died without warning and the service center at Canada Computers where I purchased the laptop can't tell me why, just that it happens sometimes. They can't repair it for me as ASUS refuses to give them the part number required or to sell them the replacement part. (THEY ARE THEIR RESELLER!) ASUS tells me that they will not sell me the part either. I can ship it to their service center, pay for the diagnostic again and then pay them approx $700.00 on top of it all for them to install the new motherboard. Of course the warranty has expired and they will not honor anything despite selling me a dud. I have no guarantee that this new motherboard won't die in another year, and I refuse to throw good money after bad. This laptop was a terrible investment from the beginning. I will never deal with ASUS again.
I am had a very bad experience with RMA Department of my GTX 1080 FA 8gig, I was sent another card as a replacement and it was bad too. After a week of troubleshooting over and over with support they finally gave up and created a new RMA for the replacement card. That was 3 weeks ago and still have no replacement because they don't have one to give me and is waiting allocation for a replacement to send me. I asked for a new replacement and they resist to do that, I sent an Email to the CEO and no reply to my email which was over a week ago. WHAT IS GOING ON???? Has anyone had this type of customer support?
I bought a gaming laptop and I am having issues since then. The keyboard every now and then stops working and I have to do some maintenance in order to get it work again. The CPU go all the way up to 90% every time I open an application, even if it is Notepad. I tried to recover to factory maybe this will fix the problem and now I am facing an additional issue which is whenever I right click the desktop it takes over a minute to respond. I am done with Asus.
I bought an Asus gaming pc that had a promotion on it, so I go home, set up my pc and try to do the steps to get the promotion, it didn't work. So I contact Asus support, wait 2 days and they respond the exact same steps that is already detailed on the receipt of the store on what to do to get the promotion even if in the email I already said I did those steps and didn't work. So now they say, "We don't deal with the promotion. You have to contact Asus Promotion." So I send an email to Asus Promotion and wait 4 days to get a response, no response.
So I send another email, wait 2 days and then I get the same response as the first email I sent with the steps I already know, so I respond to the email and they never respond back. So now I decide to contact the tech support, but you know what? They don't deal with the promo so have to contact the Asus promo division or team or I don't know what. In conclusion don't buy Asus if you want to have an after sale support. Hope the product you buy don't break cause if you want to get support you're going to be alone.
I purchased an Asus mod. #Q504U from Best Buy in July, 2016 for my granddaughter to take to College. They said Asus was a very good laptop, trouble free. The factory warranty is 1 yr., so I bought an extended 1 year warranty. 3 months after that warranty the laptop stopped working. The display went dark, does not come on, and the Geek Squad agent said the motherboard is bad. They said it would cost over $800.00, and three weeks to repair.
I called Asus to talk to customer service regarding the laptop failure, warranty, needed repairs, and cost. They said it's out of warranty, it would cost approximately $400.00 for repairs, and would take 2 to 3 weeks for repairs. I asked to speak to someone higher up to appeal Asus' coverage for repairs. They said whoever you talk to will tell you the same. I asked to talk with the President or Vice President of the company and was told there was no way for anyone to contact them.
Anyway, these are pretty severe and costly failures to occur in a top of the line laptop. I would think a credible company would agree, and would go over and above to resolve the problems. I have purchased less expensive laptops for my other children, grandchildren, and for my self, and they are still working fine. These other laptops are Dell, HP, and Toshiba. They range from 5 year old HP tablets for my two youngest grandchildren now 12 and 14 years old, a 7 year old Dell for my oldest granddaughter who is now 24, a 7 year old Toshiba for my oldest daughter, a 5 year old Dell for my youngest daughter, and a 5 year old Toshiba laptop for me. All, are still working great with NO PROBLEMS. PLEASE, do yourself a great favor by not buying an Asus laptop. They are not dependable or reliable, and they do not last. Stay with Dell, Toshiba, and HP for longer, trouble free life.
ASUS expert review by ConsumerAffairs
Founded in Taipei, Taiwan in 1989, Asus is a manufacturer of computer and technology solutions. ASUS products include mobile phones, desktop PCs, laptops, tablets and more.
Asus Vivo: The Asus Vivo line of PCs is its basic desktop tower. Vivo PCs are designed to perform as all-around computers for home or office use.
Asus Transformer: The Asus Transformer is a 2-in-1 PC that can be used as a tablet or as a laptop. It is a lightweight computer designed for portability and convenience.
Republic of Gamers: Asus’ Republic of Gamers line of gaming desktop towers and laptops are gaming machines capable of high-end PC performance. There are various models at different prices.
All-in-one PCs: Asus Vivo AiO and Zen AiO computers are its all-in-one PCs. They are available in touch-screen models.
Asus Mini PCs: Asus Mini PCs condense all the functionality of a desktop PC into a compact box for office use. These devices are primarily marketed to businesses.
Best for: Asus computers are best for businesses, home offices, casual users, gamers and anyone else looking for a computer.
ASUS Company Information
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