How Asus claims to overhaul customer support after Gamers Nexus investigation

ASUS now has a new inbox called “[email protected]” specifically set up to re-process previous RMAs where customers feel they were unfairly or incorrectly classified or charged for a service that should have been free.

ASUS has released a timeline for improvements: On June 14, which is today, this email and template will be released. ASUS promised us an email with more changes this month.

ASUS is committed to refunding service fees for unnecessary repairs that customers were required to accept in order to cover a warranted repair, such as unrelated or misclassified CID (Customer Induced Damage).

ASUS is committed to reimburse shipping costs in cases where a warranty repair was part of the RMA. For clarity, if a customer has both an out-of-warranty repair and an in-warranty repair in the same claim, shipping costs will be covered by ASUS.

ASUS is committed to reimburse labor costs and taxes related to the above qualified disputes.

ASUS has set up a task force to retrospectively review a long list of customer surveys with negative results to try to fix the problems.

ASUS has removed the ability of repair centers to file CID claims. Now CID claims must be handled through the ASUS team. This will remove some of the financial incentive for letting devices fail. There is still one, but now it will not be motivated as much by speed.

ASUS is setting up a new support center in the US that will allow customers to choose between having their board repaired or exchanging it for a refurbished board more quickly. This solves an issue where refurbishments were previously the only option in some scenarios.

After refusing to acknowledge the microSD card reader failures on the ROG Ally for over a year, ASUS will release an official statement next week regarding the defect resulting from this series

ASUS will release a more transparent repair report template in September 2024

ASUS changes Advance RMA language to reduce emphasis on physical damage