ASUS now has a new inbox, “executivecare@asus.com,” created specifically to reprocess previous RMAs where customers felt they were unfairly classified, misclassified, or charged for services that should have been free.
ASUS has published a timeline of improvements: This email and template will go live today, June 14th, and ASUS promises to send out emails about other changes later this month.
ASUS has committed to refunding service fees for unnecessary repairs that customers were forced to accept in order to receive a warranted repair, including unrelated or misclassified CIDs. [Customer Induced Damage]
ASUS promises to refund shipping costs if warranty repair is part of an RMA. To be clear, if a customer wants both out-of-warranty and in-warranty repairs on the same claim, shipping costs will be covered by ASUS.
ASUS has committed to refund labor costs and taxes related to the aforementioned eligible disputes.
ASUS has formed a task force team to retroactively investigate the company’s long history of negative customer surveys to resolve the issue.
ASUS has removed the ability to request a CID from their repair centers. From now on, any CID request must go through their team. This removes some of the financial incentive to break a device. It’s still there, but it’s no longer motivated by speed.
ASUS is setting up a new support center in the US that will allow customers to choose between repairing their board or quickly exchanging it for a refurbished board, resolving issues where previously a refurbished was the only option in some scenarios.
ASUS, which has not acknowledged the failure of its ROG Ally microSD card reader for over a year, is expected to release an official statement about the defects caused by this series of malfunctions next week.
ASUS plans to release more transparent repair report templates in September 2024
ASUS changes Advance RMA wording to reduce emphasis on physical damage