How to File a Complaint against Asus India?

Asus is a popular electronics brand in India, well known for its laptops, smartphones, and accessories. As technology becomes a crucial part of daily life, reliable after-sales support plays an important role in customer satisfaction. However, many users face difficulties such as defective products, service delays, or poor customer care. In this blog, you will learn how to file a complaint against Asus India and get your issues resolved effectively.

Common Reasons for Complaints against Asus India

There are various common reasons for complaints against Asus India:

Hardware Defects

Many customers receive products with technical faults. Common problems include non-functional motherboards, screens that flicker, unresponsive keyboards, and battery drainage. These issues often occur within a few weeks or months of purchase, even in brand-new devices.

Delayed Repairs and Part Replacement

Service centres often take a long time to repair devices. In many cases, spare parts remain unavailable for weeks. Customers do not get proper updates or clear timelines. This delay creates inconvenience and affects the daily use of the product.

Warranty Rejection Without Justification

Some users face rejection of their warranty claims despite having valid purchase proof and warranty cover. Service staff sometimes label the issue as "physical damage" without explanation. Customers do not receive proper documentation or support when they question the decision.

Unresponsive Customer Support

Many users call the helpline or email the support team, but do not receive timely answers. Some tickets remain open for several days without any response. This lack of communication creates frustration and confusion for customers who seek help.

Poor Post-Sales Service

After the sale, many customers find it difficult to get proper support. Service centres sometimes give incorrect information. In some cases, the same issue repeats even after repair. Customers do not receive regular updates about service progress.

Refund or Replacement Delays

When a customer requests a refund or a product replacement, the process often takes longer than expected. Some customers report no action even after multiple follow-ups. Refunds do not reach bank accounts on time, and replacement units do not arrive within the promised date.

Software and BIOS Issues

Certain Asus laptops and desktops face software issues such as system freezing, boot failure, or driver errors. After a BIOS update, the device sometimes fails to start. Customers do not receive proper instructions or quick fixes from the support team.

Pickup and Delivery Problems

Asus often arranges device pickup and delivery for service, but many customers face problems. The pickup agent fails to arrive, or the delivery happens much later than the promised date. Some users also report damage to the device during shipment.

How to file a complaint against Asus India through its Internal Grievance Support?

Below is a step-by-step process to file a complaint against Asus India through its internal Grievance Support:

Step 1: Gather Evidence

Before filing your complaint, collect all relevant documents and records that support your case. These may include:

Purchase invoice or bill

Product serial number and model

Warranty card (if available)

Screenshots of the issue (hardware or software errors)

Email or chat transcripts

Reference number of previous complaints

Ensure all evidence is clear and dated. This helps strengthen your case during escalation.

Step 2: Contact Asus Customer Support

Before escalating the matter, reach out to Asus through its standard support channels. Call the official toll-free number 1800-2090-365 to report your problem. You can also send a detailed email to support-in@asus.com or fill out a support form on the official Asus portal. Provide all necessary information, including product details, nature of the problem, and your contact information. Request a complaint reference number from the support team. Wait for at least 7 working days to receive a solution.

Step 3: Write to the Grievance Officer at Asus India

If the support team does not solve your issue, escalate it to the Grievance Officer. Open your email account and draft a clear complaint. Use the subject line: "Escalation – Unresolved Complaint [Your Reference Number]". Send the email to grievance_in@asus.com (check the Asus India website for the latest contact email). Mention your full name, contact number, and address. Include the product's model number and serial number. Clearly explain the issue and mention the actions already taken. Attach all supporting documents and communication records. This helps the officer understand the case without delay.

Step 4: Wait for Acknowledgement and Response

After sending your email, wait for an acknowledgement from the grievance officer. Asus usually sends a reply within 48 hours and provides a final resolution within 5 to 7 working days. Do not send repeated emails during this time. If you do not receive any reply within a week, send a polite follow-up using the same email thread.

Step 5: Escalate to External Platforms if Unresolved

If the internal grievance officer does not respond or provide a fair solution, file a complaint through external channels. Visit the consumer helpline portal to register a complaint through the National Consumer Helpline. You can also file a legal complaint with your local District Consumer Court. Attach all proof of communication and service history with Asus when you submit your case. However, if Asus India’s internal grievance process does not provide a timely solution, consumers can choose a quicker alternative. Online Dispute Resolution (ODR) platforms offer a valid and efficient way to file complaints and seek redressal. These platforms operate entirely online, which means there is no need to visit consumer courts or follow lengthy offline steps.

What is Online Dispute Resolution?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.

Why Choose Online Dispute Resolution?

Consumers prefer ODR for several reasons:

Cost-effective & Time-efficient

Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.

Accessible & Convenient

ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.

Privacy & Security

Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.

How to File a Complaint through ODR?

Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:

Step 1: Collect All Relevant Evidence

Before initiating your complaint, gather all documents and proofs that support your claim. These may include:

• Receipts or invoices
• Emails, chat transcripts, or messages with the company
• Photographs of defective products or damages
• Payment proofs or bank statements

Having organized and clear evidence strengthens your case and speeds up the resolution process.

Step 2: Submit Your Dispute Through an ODR Platform

You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.

Step 3: Participate in Mediation Proceedings

During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution. After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:

• Refund of charges
• Compensation for damages
• Official apologies or service corrections
• Settlement of Disputes

Step 4: Settlement

If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.  

Conclusion

Filing a complaint against Asus India becomes simple when the steps are clear and easy to follow. First, reach out to the customer support team and report the issue. If the complaint remains unresolved, escalate it to the internal grievance officer. When the problem still continues you can opt for Online Dispute Resolution (ODR). This method helps get a fair and quick solution without confusion, delay, or visiting any service centre or court. If you require any assistance in filling complaint through ODR, get in touch with Online Legal India.