Changes initiated by ASUS
Compiled by GamersNexus, resulting from GamersNexus coverage
(If you are another media outlet reporting on our report, please credit our list and our work. This list was not provided by ASUS. We created it.)
To recap several changes made by ASUS:
- ASUS now has a new inbox called “(email protected)» which they created specifically to reprocess past RMAs that customers believe were unfairly classified, misclassified, or charged for a service that should be free.
- ASUS has provided a template to copy and paste into your email at this address. We show it on the screen. You can visit gamersnexus.net to find a copy to copy and paste. We do not place third party advertisements on our site. The link is below for the pattern.
- ASUS has released a schedule of improvements: June 14, today is the release of this email and model. ASUS promised us an email this month with more changes.
- ASUS has committed to refunding service fees for unnecessary repairs that customers felt obligated to accept in order to receive a covered warranty repair, such as an unrelated or misclassified CID.
- ASUS has agreed to reimburse shipping costs in cases where a guaranteed repair was part of the RMA. For clarity, if a customer has both an out-of-warranty repair and an under-warranty repair in the same claim, shipping will be covered by ASUS.
- ASUS has agreed to reimburse labor and taxes related to these eligible disputes noted above.
- ASUS has created a task force to retroactively look back on a long history of negative customer surveys to try to resolve the issues.
- ASUS has cut off the power of repair centers to claim CID. Now CID claims must go through the ASUS team. This will remove some of the financial incentive to fail devices. There’s still one, but now he won’t be as motivated by speed
- ASUS creates new support center in the United States. This will allow customers to choose between repairing their card or replacing it more quickly with a reconditioned card. This solves an issue where renovations were previously the only option in certain scenarios.
- After over a year of refusing to acknowledge microSD card reader failures on the ROG Ally, ASUS will release an official statement next week on 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 focus on physical damage
ASUS model for reprocessing old claims
If you had a prior claim that, previously or now under ASUS’s new changes, you considered to have been unfairly rejected, overcharged, misclassified (e.g., as customer-induced damage or CID), or otherwise potentially fraudulent under FTC and Magnuson guidelines. -Moss Warranty Act, you can use the template below to have ASUS expedite you for review under the new terms and guidelines. Any legal claims of fraud must be handled separately by the appropriate legal entities; however, for those who simply want the issue addressed quickly, going through ASUS is theoretically faster. If not, please alert us immediately with evidence about gamersnexus dot net cheats.
ASUS model and letter
“On behalf of the ASUS service team, we deeply apologize for the issues encountered with our service.
Our RMA communications and repair services have not always met the high standards we aim for. We want to make things right. If you have had a negative experience with our customer service, please let us know. We want to do better. Contact us at (email protected) and share your experience using the template below. We are here to listen and improve.
Your name (as indicated in your RMA):
RMA number:
Serial number:
Country of application of the RMA:
Please describe your previous RMA dispute:
Supporting documents (e.g. invoice invoice, quote notification, photos):
Additional comments (optional):
After submitting your complaint, please allow us one week to review your case and respond. Our local service team will guide you through the appropriate next steps. We are committed to transparency, fairness and doing what is right for our customers.
We are truly sorry to anyone who had a negative experience with our service team. We appreciate your feedback and give us a chance to make amends.”
The above comes directly from ASUS. The italicized text is the model. Paste it in your email to Executivecare at ASUS dot com to get retired quickly.
MicroSD card problem and miscellaneous.
ASUS will make a statement next week regarding ongoing microSD card slot failures on the ASUS ROG Ally (which affected our original review unit). During our discussion, we touched on failures in a way that ASUS acknowledged briefly, or perhaps accidentally. Perhaps this is why the company is now preparing to publicly acknowledge it. We think this is a good thing because customers should know that this is a confirmed issue.
To review the GamersNexus Warranty Toolkit regarding this or other warranty claims that you are unsure about, please read here.
In the interest of keeping this article short and simple, we will stop here. The video will contain more discussions. We will keep an eye on ASUS and continue to monitor the company. We also offer devices for other motherboard manufacturers.
If you have a problem with the ASUS RMA or warranty process, please send us an email with evidence and a brief description of the problem to gamersnexus dot net tips.
THANKS,
Steve Burke
Editor-in-Chief
