Customer Ratings & Reviews

Dear CarlosandresV,

Thank you for your feedback.

We do understand your disappointment and the inconvenience this may have caused. If you are experiencing system freeze or performance issue with the device, check if Windows, drivers, BIOS and games are up to date. Updates for the ROG Ally are posted at:  https://rog.asus.com/gaming-handhelds/rog-ally/rog-xbox-ally-2025/helpdesk_download/ . Additionally, check if you are running the most current Armoury Crate utility software. The most current version is available for download at:  https://www.asus.com/supportonly/armoury%20crate/helpdesk_download/. While accessing cloud games or web applications, please ensure the device has access to an established router and internet service is working properly since poor and unstable internet connection will affect system stability and performance. Keeping the device always updated will maintain optimum system stability and performance. If these steps were performed to no avail, please try to run a diagnostics or optimization test using the "MyASUS" utility software or application. If this is not pre-installed on the device, please download the application at the Microsoft Store. For details on how to use "My ASUS", please go to: https://www.asus.com/support/FAQ/1041686/.

If you need further assistance, please email me at cl-rodel@asus.com and I would be happy to help. Or you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent from the link: https://www.asus.com/us/support/article/1135/.

Thank you for choosing an ASUS product.

Regards,

Rodel
ASUS Customer Loyalty

Dear MarcosB,

Thank you for sharing your experience with the ROG Xbox Ally. We sincerely apologize that the device did not meet your expectations and that you encountered performance issues which ultimately led to a return. We understand how important smooth gameplay and compatibility are, and regret that this was not your experience.

Your feedback is valuable and will be passed along to our product team for review as we continue to improve performance and user satisfaction.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2511007396-0005" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

Dear RobertA,

Thank you for sharing your feedback on the ROG Xbox Ally. We sincerely apologize for any confusion or disappointment regarding game availability, and we understand how important access to older titles is for your experience. Your comments are valuable and will be passed along to our product team for further review.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2511007396-0006" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

Dear Daniel M,

Thank you for sharing your feedback regarding the ASUS ROG Xbox Ally. We sincerely apologize for the performance and battery concerns you’ve experienced, and for the inconvenience this has caused. We understand how important smooth gameplay and reliable battery life are for a handheld gaming device, and we regret that your experience has not met expectations.

To help troubleshoot the issues described, we recommend following the steps outlined in our FAQ guide linked below. If the issue continues, please contact our support team at https://www.asus.com/us/support/CallUs so we can assist you further or arrange repair service if necessary.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. For more information, email us at customerloyalty@asus.com and include the case number "N2511007396-0012" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us and enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

[Windows 11/10] Troubleshooting - System is running slowly -  https://www.asus.com/support/faq/1042398/
[Windows 11/10] Troubleshooting - Short Battery Life (Rapid Battery Drain) -  https://www.asus.com/support/faq/1043914/

Dear CameronS,

We regret to learn that your experience with the ROG Ally hasn't been entirely satisfactory. To help optimize your device's performance, please ensure all Armoury Crate and Windows updates are installed, and consider fine-tuning your in-game graphical settings. Should you continue to experience issues after these steps, please contact me directly at customerloyalty@asus.com. I am committed to assisting you with any technical or general questions and finding a resolution. Please include a link to this post for reference.

Thank you for choosing ASUS!

Best Regards,
Adrian
ASUS Customer Loyalty – US Support

Dear User162968,

Thank you for sharing your experience with the ROG Xbox Ally. We sincerely apologize for the freezing and display issues you encountered, even after exchanging the unit. We understand how disappointing this must have been, especially since it was purchased as a gift. Your feedback regarding system stability and reliability will be passed to our product team for review as we continue working to improve future designs and deliver a better user experience.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2510028932-0019" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

Dear Opamaster,

Thank you for sharing your experience with the ROG Xbox Ally. We sincerely apologize for the slow loading times and the lack of optimization you’ve noticed with certain Xbox titles on the handheld. Your feedback is important to us and will be passed along to our product team for review.

In the meantime, we recommend the following troubleshooting steps linked in the FAQ guide below to help improve performance. If the issue continues, please contact our support team at https://www.asus.com/us/support/CallUs so we can assist you further.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. For more information, email us at customerloyalty@asus.com and include the case number "N2511007396-0010" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us and enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

[Windows 11/10] Troubleshooting - System is running slowly -  https://www.asus.com/support/faq/1042398/
[Windows 11/10] How to optimize your gaming experience -  https://www.asus.com/support/faq/1046445/

Dear Momo,
We certainly understand your disappointment with this product. We certainly value your feedback on this matter, and I will be letting the related department know about the issues you are experiencing for continuous improvements to the product line. If you need any assistance, feel free to contact me at customerloyalty@asus.com. We'll be happy to provide a quick resolution to your case, and I will help you to the best of my abilities. I am here to assist our customers with our products and am dedicated to bringing resolution to all issues that they may come across. Your case for reference is [N2510028932-0025] for us to better assist you. Thank you for choosing ASUS!
Best Regards,
Schottky.S
ASUS Customer Loyalty US Support

Dear JoshuaM,

Thank you for your comment.

We do understand your disappointment with this ROG Xbox Ally and the inconvenience this may have caused if it did not meet your expectations. While the device weighs 670 grams, it is generally considered portable. Some users find the ergonomics and weight distribution comfortable and others prefer the chunkier grips. You are correct that EA games are not available to play natively and solely within the Xbox app interface. To play games included with your Xbox Game Pass for PC or Ultimate membership, you must install the separate EA Application on the device.

Should you need further assistance with the product, please email me at cl-rodel@asus.com and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent from the link: https://www.asus.com/us/support/article/1135/.


Thank you for choosing an ASUS product.


Regards,

Rodel

ASUS Customer Loyalty

Dear BrianC,

Thank you for sharing your experience regarding the ROG Xbox Ally. We’re sorry to hear that you never received the item and that your attempts to resolve the issue with Best Buy have been unsuccessful. We apologize for the frustration this has caused, especially given the timing around the holidays. As the purchase was made through Best Buy, we recommend contacting their support team directly at 1-888-237-8289 and requesting to have your case escalated for further investigation.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2510028932-0015" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

Dear Kara,

Thank you for sharing your experience with the ROG Xbox Ally. We are sorry to hear that the device was defective and that you encountered difficulties connecting it to your son’s account. We sincerely apologize for the inconvenience this has caused, especially given the circumstances of purchasing an open‑box unit that should have met the expected condition standards.

While ASUS does not handle direct sales or refunds for purchases made through Best Buy, we appreciate your feedback and will pass it along to the appropriate team for review.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2510028932-0021" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

Dear Kilian B,

Thank you for sharing your experience with the ROG Xbox Ally. We sincerely apologize for the concerns you’ve encountered regarding the screen size and the input delay. Your feedback is very important to us, and we will ensure that your comments are passed along to the appropriate teams for review.

To help resolve the input delay further, we recommend reviewing the steps in our system troubleshooting guide linked below. If the issue continues, please contact our support team at https://www.asus.com/us/support/CallUs so we can assist you further.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. For more information, email us at customerloyalty@asus.com and include the case number "N2511007396-0003" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us and enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

[Windows 11/10] Troubleshooting - System is running slowly -  https://www.asus.com/support/faq/1042398/

Dear DarrenK,

Thank you for your feedback.

We do understand your disappointment and the inconvenience this may have caused if the B buttons stick and you're unable to run basice games correctly. If the B buttons stick, try wiping around the edges and crevices using a cotton swab dampened with isipopyl alcohol. You need to press the button repeatedly while cleaning. If you're unable to play basic games, check if Windows, drivers, BIOS and games are up to date. Updates for the ROG Ally are posted at:  https://rog.asus.com/gaming-handhelds/rog-ally/rog-xbox-ally-2025/helpdesk_download/ . Additionally, check if you are running the most current Armoury Crate utility software. The most current version is available for download at: https://www.asus.com/supportonly/armoury%20crate/helpdesk_download/. While accessing cloud games or web applications, ensure the device has access to an established router and internet service is working properly since poor and unstable internet connection will affect system stability and performance. Keeping the device always updated will maintain optimum system stability and performance. If these steps were performed to no avail, please try to run a diagnostics or optimization test using the "MyASUS" utility software or application. If this is not pre-installed on the device, please download the application at the Microsoft Store. For details on how to use "My ASUS", please go to: https://www.asus.com/support/FAQ/1041686/.

If you need further assistance, please email me at cl-rodel@asus.com and I would be happy to help. Or you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent from the link: https://www.asus.com/us/support/article/1135/.

Thank you for choosing an ASUS product.

Regards,

Rodel
ASUS Customer Loyalty

Dear JohnH,

Thank you for sharing your experience with the ROG Xbox Ally. We are sorry to hear about the issues you’ve encountered with the screen going blank and the limited battery life, and we sincerely apologize for the inconvenience this has caused.

To assist with troubleshooting, we recommend following the steps outlined in our FAQ guide linked below. If the issue continues, please contact our support team at https://www.asus.com/us/support/CallUs so we can assist you further or arrange repair service if necessary.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. For more information, email us at customerloyalty@asus.com and include the case number "N2510028932-0022" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us and enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

[Windows 11/10] Troubleshooting - Short Battery Life (Rapid Battery Drain) -  https://www.asus.com/support/faq/1043914/
[Windows 11/10] Troubleshooting - Main (Internal) Display problem -  https://www.asus.com/support/faq/1015072/

Dear MattR,

Thank you for sharing your experience with the ROG Xbox Ally. We regret that the device was difficult to hold, game downloads took longer than expected, and that Madden did not perform as advertised. We apologize for the disappointment this has caused. Your feedback is appreciated and will be passed along to our product team for review.

To help optimize your gaming experience, we recommend following the steps outlined in our FAQ guide linked below. If the issue continues, please contact our support team at https://www.asus.com/us/support/CallUs so we can assist you further.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. For more information, email us at customerloyalty@asus.com and include the case number "N2510028932-0014" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us and enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

[Windows 11/10] How to optimize your gaming experience -  https://www.asus.com/support/faq/1046445/

Dear Deysi,

Thank you for sharing your experience with the ASUS ROG Xbox Ally. We are very sorry to learn that the device was unable to download games properly and continued to give errors, especially given that it was intended as a Christmas gift for your husband. We sincerely apologize for the disappointment and inconvenience this has caused.

We understand that you have returned the device and hope that you were able to get a functional replacement.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2510028932-0020" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

Dear KevinL,

Thank you for sharing your thoughts on the ROG Xbox Ally. We apologize that the experience didn’t fully meet your expectations, especially in comparison to the X version. We appreciate your feedback and will be sure to pass it along to our product team as we continue to improve our devices.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2511007396-0001" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support

Dear Jmpittman0220,

Thank you for sharing your experience with the ASUS ROG Xbox Ally. We sincerely apologize for the inconvenience you faced with performance and usability after updating and troubleshooting for two days, which ultimately led to your decision to return the product. Please be assured that your feedback will be passed along to our product team for review.

We stand behind our products and continuously strive to improve our products and processes to achieve customer service excellence. If you require any further assistance, please email us at customerloyalty@asus.com and include the case number "N2510028932-0016" as a reference. We will do our best to resolve your case quickly. Your feedback is very important to us, and it enables us to improve our support channels. Thank you for choosing ASUS.

Best Regards,
Chantae
ASUS Customer Loyalty US Support