After a series of critical reports emerged regarding Asus’ warranty procedure in the US, spearheaded by Gamers Nexus (GN), the PC and electronics manufacturer has finally agreed to implement a comprehensive range of changes to its support and repair systems. The investigative work of Steve Burke, founder of GN, and his team culminated in a face-to-face meeting with Asus at Computex 2024, a rare occurrence in the PC hardware industry. It was clear from the beginning that Asus’ first response to the criticism of its US warranty process was lacking, and the subsequent developments pushed the company towards making much-needed changes.
Initially, Asus’s response to the reports on its warranty procedures was deemed tone-deaf, making it difficult for many to recommend its hardware despite its quality. However, following the pressure from Gamers Nexus and the broader community, Asus vowed to ‘do better’ and ultimately agreed to meet with the team behind the investigation. In the recording of their meeting at Computex, Burke pressed Asus’ representatives on various points, leading to some concrete commitments from the company.
The Changes
As part of the agreement, Asus will establish a dedicated team tasked with resolving all outstanding issues raised in customer surveys. Additionally, the company will set up a new US-based support center to improve the handling of warranty claims. One of the more substantial changes is the creation of a specific email (executivecare@asus.com) for customers to use for RMAs that were mishandled. This email will also include a template to streamline the process and fast-track any claims.
While Asus has outlined various plans to enhance its warranty support in the US, the overall sentiment remains cautious. Until it is evident that these changes have been implemented effectively and customers are experiencing satisfactory RMAs, recommending Asus hardware will come with a caveat for American customers. Gamers Nexus has expressed its commitment to monitoring the situation closely over the next 6-12 months to determine whether Asus has genuinely improved its warranty procedures.
The push for change in Asus’ warranty procedure highlights the power of investigative journalism and community advocacy in holding companies accountable. The willingness of Asus to engage with critics and make significant changes demonstrates a step in the right direction for customer service and support in the tech industry. It is now up to Asus to follow through on its commitments and regain the trust of its customer base.
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