ASUS is in hot water after an RMA experience reported by Gamers Nexus. ASUS today releases a statement to address concerns.
ASUS is in hot water after an RMA experience reported by Gamers Nexus. ASUS today releases a statement to address concerns.
ASUS is in hot water after an RMA experience reported by Gamers Nexus with a YouTube video with over 1.5 million views at the time of this writing. A ROG Ally handheld gaming console was sent for RMA to fix a problem with a thumbstick along with other concerns. It was repaired but the entire RMA experience was unpleasant and questionable. The YouTuber also gathered and reported similar experiences with other users and checked posts on Reddit regarding ASUS’ RMA concerns. ASUS today releases a statement to address concerns.
Enhancing Our RMA Communication Processes in US and Canada
Recent feedback has highlighted some gaps in our RMA communication process in the US and Canada. We deeply apologize to our customers and the community for any confusion and frustration they might have experienced from this. We have taken your feedback to heart and are committed to making improvements.
We want to assure our customers that any repairs covered under the manufacturer’s limited warranty have always been and will continue to be free of charge. It is never the intent of ASUS to charge any customers a fee that does not directly address the device malfunctions they are experiencing. We now recognize that the current process and the language used does not adequately convey this information. We are working diligently to make changes in the best interest of our customers.
In addition to addressing issues on an individual basis with our customers that have come forward, we are also making changes to our RMA process. Effective May 16th, 2024, we will implement the following actions to optimize the customer repair experience:
We are revising our repair pricing structure for out-of-warranty products; this includes a thorough review process for any abnormal pricing to ensure consistency, transparency and fairness.
Currently, we perform a full analysis of devices sent for RMA, and send customers a comprehensive list of available repairs, free and paid, in our messaging to customers. We understand this may have caused confusion when a customer has only ordered a specific repair. We will no longer automatically offer repair quotations for cosmetic imperfections unless they affect the device’s functionality or are specifically asked for by the customer.
We will update the verbiage of our automatic emailing system for improved clarity, so our customers always know what repairs will be offered for free, and the terms and conditions relevant to the device in question.
If you need further assistance with your repair, please contact us at 1-888-678-3688 (U.S. and Canada) or visit the ASUS Support website at https://www.asus.com/us/support/ to reach us. We are dedicated to resolving your concerns and ensuring your satisfaction.
Recent feedback has highlighted some gaps in our RMA communication process in the US and Canada. We deeply apologize to our customers and the community for any confusion and frustration they might have experienced from this. We have taken your feedback to heart and are committed to making improvements.
We want to assure our customers that any repairs covered under the manufacturer’s limited warranty have always been and will continue to be free of charge. It is never the intent of ASUS to charge any customers a fee that does not directly address the device malfunctions they are experiencing. We now recognize that the current process and the language used does not adequately convey this information. We are working diligently to make changes in the best interest of our customers.
In addition to addressing issues on an individual basis with our customers that have come forward, we are also making changes to our RMA process. Effective May 16th, 2024, we will implement the following actions to optimize the customer repair experience:
We are revising our repair pricing structure for out-of-warranty products; this includes a thorough review process for any abnormal pricing to ensure consistency, transparency and fairness.
Currently, we perform a full analysis of devices sent for RMA, and send customers a comprehensive list of available repairs, free and paid, in our messaging to customers. We understand this may have caused confusion when a customer has only ordered a specific repair. We will no longer automatically offer repair quotations for cosmetic imperfections unless they affect the device’s functionality or are specifically asked for by the customer.
We will update the verbiage of our automatic emailing system for improved clarity, so our customers always know what repairs will be offered for free, and the terms and conditions relevant to the device in question.
If you need further assistance with your repair, please contact us at 1-888-678-3688 (U.S. and Canada) or visit the ASUS Support website at https://www.asus.com/us/support/ to reach us. We are dedicated to resolving your concerns and ensuring your satisfaction.
The statement was posted by ASUS North America Twitter account and on the ASUS US newsroom but not in the global newsroom. Hence only addresses concerns in the US and Canada. This is the first official statement ASUS released regarding the RMA concerns brought to light by users and media this month.
