1086 – ASUS computers are splendid but ASUS Support is below the lowest

I am the happy owner of a ASUS Zenbook S 16 computer made in Taiwan. It is a very powerful machine that has improved my productivity and given me much joy.

What follows is a warning to all: The experience I have had with ASUS Support in Sweden and Holland is below the lowest standard and devoid of competence, kindness and business ethics. Since ASUS ignores correctly submitted complaints, I write this account which I would not otherwise have done.

What else can we consumers do, letting behaviour pass like this is not an option? I could submit my experience to the Swedish Board of Consumer Disputes since, most likely, ASUS has also violated the Swedish Consumer Services Act.

I don’t have time for that, but for writing this:

A few months after acquiring it, the touchscreen, which I use a lot, stopped functioning. I contacted ASUS’ Swedish support and, although smaller issues can be solved in Sweden, they decided to send it to their major repair hub in Holland. I did a backup on my SanDisk external drive since I noticed ASUS’ warning that, if necessary, they might wipe all content from the computer’s internal desk. I assumed that a mechanical repair of the touch screen could be done without destroying all content.

But I was wrong.

When I got it back, ASUS Support Holland had performed a complete system wipe and reinstallation of Windows, erased all software, settings and – well, everything. It could not even find my wifi.

That is when the limitless troubles began and I found out just how incredibly incompetent and unkind ASUS Support is – or at least can be since it was in my case.

Here it the story.

Before the repair, my ASUS computer had SanDisk SecureAccess V2.0 installed. This program is required to decrypt and access the backup vault stored on my external SanDisk drive. The program is installed on the computer itself, it is not stored on the external drive.

As mentioned, ASUS performed a complete system wipe and reinstallation of Windows. This was done without consulting me, or informing me of the consequences and without obtaining my explicit consent to erase all installed software.

Catastrophically, ASUS has deleted the only tool that allows me to access my external backup.

Here is how:

SecureAccess V2.0 has since been discontinued by SanDisk and is no longer available for download from any official or trusted source. This means that ASUS’s system wipe has caused a permanent and irreversible loss of access to my own backed‑up data, even though the files themselves still exist and remain intact on that external drive.

This is a consequence that a consumer cannot reasonably foresee. An external backup is intended to be independent of the computer, and a consumer has every reason to assume that a repair service will not destroy the ability to access such a backup.

Under Swedish consumer law, the service provider has a duty of care and must avoid actions that cause unnecessary damage or loss. By wiping the system — including software essential for accessing my backup — without warning or consent, ASUS has breached this duty of care.

This harm is directly caused by ASUS’s actions, was foreseeable to a professional technician, and could have been avoided if ASUS had: a) informed me that a full system wipe would be performed, b) obtained my explicit consent, or c) offered a non‑destructive repair alternative.

Furthermore, when my dear ASUS came back, I also received a Swedish-language Service Report dated June 15, 2026.

The incredible content of it was as follows:

It describes the malfunctioning as: “No electricity at all, all lamps down; sound problems, cosmetic parts or dashboard cover has (scratches, cracks, bumps, dirt, colour that has come off) or loose or missing screws.” Changed components as: PAD, sponge, mylar, oled module, washer” and finally states that they have used ASUS Diagnostic Tool and “updated BIOS to the latest version.”

At least the diagnosis/malfunctioning is factually completely untrue. It is pure invention, fake. And it does not mention the touch screen that was out of order. The total wipe of the HD and software is also not mentioned.

I interpret the listing of lamps down, scratches etc. as a way to secure that if ASUS support had scratched it, made it dirty or missed putting back some screws, they would say: No, we did not do any of that. That was how it was when we received it!

And, then, how would I, who did not think of taking photos of the computer before it was sent, then be able to prove that ASUS support had caused such damage? I wonder, in this perspective, whether it can legal to invent problems in the diagnosis process and not mention the only problem that existed, namely the touch screen in order to abdicate damages caused by the company? I may be wrong, but how else to interpret this fake diagnostics?

If I wanted to spend the time and energy, I could submit this case to the Swedish Board of Consumer Disputes (Allmänna Reklamations-Nämnden, ARN). ASUS’s actions have caused a permanent loss of functionality and access to data owned by me, which constitutes a clear defect in the performance of the service under the Consumer Services Act.

As if this was not enough…

This happened in June 2026 and, naturally, I wrote to the involved ASUS units – the Swedish local support, the Dutch European support that caused the destruction as well as to the business HQ’s press and information department in Holland. Many weeks passed and I thought that that might be due to the summer holiday – and then waited more. Only one – meaningless – response came in from the Swedish ASUS that the person was unable to understand my complaint and did not understand enough English and/or Swedish. (My complaint was extremely clear, point-by-point in PDF format).

In October – four month after the repair and my complaint – still no answer. So I wrote to the same addresses I had sent my complaint to during the summer time. And what was the reply seconds later? That this was no longer open and that I had to fill in a form on the various ASUS websites. So, ASUS just does not respond and then closes your case. Additionally, one of the forms is in Dutch. Another tells me to verify my age before I can send anything…

This is nothing but programmed, incredible customer-unfriendly arrogance, an effective way of making customers give up getting their questions or complaints through.

Thus this article instead.

With this, I want to warn everyone who thinks of purchasing an ASUS computer: It may work well, but if it doesn’t…!

Ironically, ASUS business slogan is “ASUS – In Search Of Incredible” – Incredible what? I think I could put in a word or two.