Hardware Nexus: ASUS Scammed Us

criccio said:
I'll wait for a nice tl;dr.
Click to expand...
Here you go bud,

criccio

"**ASUS' Committed Changes Following Gamers Nexus Investigation**

**Overview:**
Gamers Nexus recently had a face-to-face discussion with ASUS' Head of Customer Service and other team members, resulting in a series of commitments from ASUS to improve their customer service and warranty processes. Here is a concise summary of the key changes ASUS has promised:

1. **Dedicated Email for RMA Reprocessing:**
- **New Inbox:** `[email protected]` created to reprocess prior RMAs that were unfairly classified or mishandled.
- **Email Template:** A template is provided for customers to send their complaints. It includes fields for name, RMA number, serial number, RMA application country, description of the dispute, supporting documents, and additional feedback.

2. **Refunds and Shipping Charges:**
- **Service Charge Refunds:** Refunds for unnecessary repairs previously charged to customers.
- **Shipping Charges:** Refunds for shipping costs in warranted repairs.

3. **Task Force and CID Claims:**
- **Task Force:** A team formed to review and address negative customer surveys.
- **CID Claims:** Power removed from repair centers to claim Customer-Induced Damage (CID); now must be reviewed by ASUS’ team.

4. **Support Center and Repair Options:**
- **New US Support Center:** Customers can choose between repair or faster swap with a refurbished board.

5. **MicroSD Card Issue:**
- **Formal Statement:** ASUS will acknowledge the microSD card reader failures on the ROG Ally.

6. **Transparency and Communication:**
- **Repair Report Template:** A more transparent repair report template will be published in September 2024.
- **Advance RMA Language:** Changes to reduce emphasis on physical damage.

**How to Use the New Email Template:**

If you had a prior claim that you feel was unfairly handled, use the following template to email ASUS at `[email protected]` for reconsideration:

```
From the ASUS Service team, we deeply apologize for the issues with our service.

Our RMA communications and repair services have not consistently met the high standards we aim for. We want to make things right. If you’ve had a negative experience with our customer support, 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 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):

After submitting your claim, please allow us one week to review your case and respond. Our local service team will guide you through the appropriate next steps. We’re committed to transparency, fairness, and doing what’s right for our customers.
We’re very sorry to anyone who has had a negative experience with our service team. We appreciate your feedback and giving us a chance to make amends.
```

**Next Steps:**
Gamers Nexus will continue to monitor ASUS' execution of these changes, with plans to check the effectiveness of their improvements over the next 6-12 months. If you experience issues with ASUS' RMA or warranty process, you are encouraged to email Gamers Nexus with evidence and a brief description of the problem at `[email protected]`."


https://gamersnexus.net/news-features/confronting-asus-face-face
 
erek said:
Here you go bud,

criccio

"**ASUS' Committed Changes Following Gamers Nexus Investigation**

**Overview:**
Gamers Nexus recently had a face-to-face discussion with ASUS' Head of Customer Service and other team members, resulting in a series of commitments from ASUS to improve their customer service and warranty processes. Here is a concise summary of the key changes ASUS has promised:

1. **Dedicated Email for RMA Reprocessing:**
- **New Inbox:** `[email protected]` created to reprocess prior RMAs that were unfairly classified or mishandled.
- **Email Template:** A template is provided for customers to send their complaints. It includes fields for name, RMA number, serial number, RMA application country, description of the dispute, supporting documents, and additional feedback.

2. **Refunds and Shipping Charges:**
- **Service Charge Refunds:** Refunds for unnecessary repairs previously charged to customers.
- **Shipping Charges:** Refunds for shipping costs in warranted repairs.

3. **Task Force and CID Claims:**
- **Task Force:** A team formed to review and address negative customer surveys.
- **CID Claims:** Power removed from repair centers to claim Customer-Induced Damage (CID); now must be reviewed by ASUS’ team.

4. **Support Center and Repair Options:**
- **New US Support Center:** Customers can choose between repair or faster swap with a refurbished board.

5. **MicroSD Card Issue:**
- **Formal Statement:** ASUS will acknowledge the microSD card reader failures on the ROG Ally.

6. **Transparency and Communication:**
- **Repair Report Template:** A more transparent repair report template will be published in September 2024.
- **Advance RMA Language:** Changes to reduce emphasis on physical damage.

**How to Use the New Email Template:**

If you had a prior claim that you feel was unfairly handled, use the following template to email ASUS at `[email protected]` for reconsideration:

```
From the ASUS Service team, we deeply apologize for the issues with our service.

Our RMA communications and repair services have not consistently met the high standards we aim for. We want to make things right. If you’ve had a negative experience with our customer support, 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 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):

After submitting your claim, please allow us one week to review your case and respond. Our local service team will guide you through the appropriate next steps. We’re committed to transparency, fairness, and doing what’s right for our customers.
We’re very sorry to anyone who has had a negative experience with our service team. We appreciate your feedback and giving us a chance to make amends.
```

**Next Steps:**
Gamers Nexus will continue to monitor ASUS' execution of these changes, with plans to check the effectiveness of their improvements over the next 6-12 months. If you experience issues with ASUS' RMA or warranty process, you are encouraged to email Gamers Nexus with evidence and a brief description of the problem at `[email protected]`."


https://gamersnexus.net/news-features/confronting-asus-face-face
Click to expand...

I'd like to believe there will be changes, and I hope there will be. But for the time being this is my stance:

mpolicy=Letterbox&imcolor=%23000000&letterbox=true.jpg
 
Removing the repair center's ability to claim CID, alone, seems like it will fix half of the issue people have with Asus support. It just seems to always be the 'go to' excuse to not repair something, send it back out and reduce the labor needed so they get to pocket more contract cash. It's almost like flat-rate at a shop where you pay 10 hours of labor but if they get it done in 6 they keep the difference.
 
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