The recent reports on Asus’ warranty procedure in the US, as highlighted by Gamers Nexus (GN), have brought to light some concerning issues regarding the company’s support and repair systems. Following the investigative work of Steve Burke and his team at GN, Asus has agreed to implement a number of changes to address the issues raised by customers.
Commitments by Asus
Asus has announced that it will be establishing a dedicated team to address outstanding issues raised in customer surveys and will be setting up a new US-based support center. These changes come after a face-to-face meeting between GN and Asus at Computex 2024, where Burke pressed the company on various points regarding its warranty process.
One concrete change that Asus has made is the creation of a dedicated email (executivecare@asus.com) for customers to use for RMAs that they feel were mishandled. This aims to streamline the process and ensure that customer concerns are addressed promptly. Additionally, Asus has introduced a specific template for such emails to help expedite any claims.
Addressing Specific Issues
One of the issues that Asus has committed to addressing is the overheating problem in the ROG Ally’s SD card slot. While this may not have been a widespread issue, Asus plans to release a formal statement on the matter to keep customers informed. By acknowledging and resolving specific issues like this, Asus is taking steps towards improving its overall warranty support.
Gamers Nexus has stated that they have devices in Asus’ RMA centers under pseudonyms and will continue to monitor the company’s progress over the next 6-12 months. This ongoing scrutiny will help determine whether Asus has fully committed to making the necessary improvements in its warranty support.
While Asus has made some promising commitments to improve its warranty support in the US, it is important for customers to remain cautious until these changes are fully implemented and proven effective. The collaboration between Gamers Nexus and Asus has shed light on the importance of transparency and accountability in the tech industry, reminding companies of their responsibility to provide reliable support to their customers.
Leave a Reply