ASUS Customer Support Improvements

ASUS recently faced issues with customer support, as highlighted in a recent investigation by Gamers Nexus. However, they are now taking steps to address these concerns. If you have experienced a warranty repair denial or unnecessary charges for service, ASUS encourages you to reach out to them at [email protected] using a provided template. They have committed to responding within a week and are working to improve based on customer feedback.

Following discussions with Gamers Nexus, ASUS executives have agreed to several promises to enhance customer support. Some of the key changes include:

• Establishment of a new inbox, [email protected], dedicated to re-processing previous RMAs that customers believe were unfairly classified or charged incorrectly.
• Refunds for unnecessary service charges and shipping fees related to warranty repairs.
• Creation of a Task Force team to address past negative customer experiences.
• Removal of power from repair centers to claim CID, with claims now going through ASUS' team.
• Introduction of a new support center in the US offering repair or swap options for boards.
• Acknowledgment of microSD card reader failures on the ROG Ally, with a formal statement forthcoming.
• Plans to publish a more transparent repair report template in September 2024.
• Adjustment of Advance RMA language to reduce emphasis on physical damage.

If you need to contact ASUS regarding a previous RMA dispute, you can use the following template: