Asus promises to improve customer service protocols following RMA controversy

[Daniel Sims]

What just happened? Issues regarding Asus's customer service came to a head last month when Gamers Nexus reported on an outrageously overpriced ROG Ally RMA. In response to widespread consumer backlash, the company has outlined a detailed multi-step plan to overhaul its customer service and hopefully regain consumer trust.

Asus has pledged to make several significant changes to its handling of customer service complaints, with some effective immediately and others coming later this year. Customers can also ask the company to re-investigate prior complaints.

Those who feel that Asus mishandled their previous RMAs by overcharging or incorrectly diagnosing an issue can now request the company to re-examine the case by emailing executivecare@asus.com. Asus provided Gamers Nexus with the template below for sending a re-processing request. A more comprehensive version is slated to appear in September.

Your Name (as listed in your RMA):
RMA Number:
Serial Number:
RMA application country:
Please describe your previous RMA dispute:
Supporting Documents (e.g., charged invoice, quotation notification, photos):
Additional Feedback (optional)

The trouble reached a boiling point last month when the YouTube channel Gamers Nexus complained that Asus overcharged and misidentified an RMA on an Asus ROG Ally that the channel had purchased for review. Gamers Nexus sent in the ROG Ally due to a faulty joystick, which was still under warranty. However, Asus attempted to charge $191 for damages to the chassis, which Gamers Nexus disputed.

After the channel released a video accusing Asus of running a scam, ordinary users began sharing horror stories of prior incidents with the company's customer service. At least one user accused Asus of overcharging by thousands of dollars for what should have been a simple repair.

Asus later apologized and promised to make changes. Gamers Nexus recently posted an hour-long video detailing the company's planned course of action after a lengthy discussion with representatives.

Affected customers can receive refunds for unexpected service charges, shipping, labor, and taxes related to overpriced or unnecessary repairs. Shipping refunds apply to all in-warranty repairs, even when shipped alongside out-of-warranty items.

Multiple organizational changes are also planned. Asus is building a task force to re-examine past negative customer surveys to identify areas for improvement. Furthermore, repair centers can no longer claim customer-induced damage without consulting Asus, reducing the financial incentive for more expensive repairs. Additionally, a new US-based support center will provide customers with more flexibility regarding repairs and refurbished parts.

The company will also make a statement next week regarding the ROG Ally's microSD card port, which has drawn criticism. Users suspect that the placement of the handheld gaming PC's heat exhaust is causing SD cards to overheat. Although Asus had not fully acknowledged the issue until now, the revised ROG Ally X has relocated the microSD card slot.

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Asus promises to improve customer service protocols following RMA controversy

 

[amghwk]

Looks like if a common man complains, nothing happens, but if someone popular complains, it becomes a do or die issue. Nothing surprising there.

 

[emmzo]

I also have a history with them for refusing a warranty because of a tiny side scratch, which they said is physical damage, even though it did not relate to the problem nor had any impact whatsoever. I'm not going to buy an Asus product ever again, no matter how "sorry" they are.

 

[whateversa]

Nice try asus, but too late. you screwed your customers until you could not...

 

[Anton Longshot]

I've done quite a bit of business with ASUS in the past and didn't experience problems. This thing and ASUS' attitude looks REALLY bad. Whatever happened to those directly responsible doesn't change the fact that management allowed customers to be treated like ****.
It's totally true that trust is easily lost and hard to regain and I may never do business with them again.

 

[yRaz]

I've done quite a bit of business with ASUS in the past and didn't experience problems. This thing and ASUS' attitude looks REALLY bad. Whatever happened to those directly responsible doesn't change the fact that management allowed customers to be treated like ****.
It's totally true that trust is easily lost and hard to regain and I may never do business with them again.

I've never m had a bad experience with Asus products, either. The thing with management is that they get paid so much that it's really inexcusable for them to let something "fall through the cracks" and that's assuming it wasn't intentional. I've met too many people who work in management looking to make a name for themselves that they end up making things worse, not better. I'm assuming that this is something along those lines

 

[MarcusNumb]

Well done from GamerNexus to bring this publicly and get a solution for the whole public, not just himself. I'm kinda into the ASUS ProArt products but after this I will seriously reconsider my options.

 

[Kotters]

Just like last year, this is big if true. ASUS renegged last year. Time will tell if they repeat that performance.

 

[Shaitan]

I'll trust them when they STOP outsourcing tech support to India or whatever instead of US and Europe.
BOYCOTT COMPANIES OUTSOURCING TECH SUPPORT! #boycottoutsourcing
If they want to be credible, it's enough to pick up the phone and dial a representative.
If the voice at the end of the line sounds like hellhole outsourcing, than that's it. Avoid like the f...ing plague.