ASUS now has a new inbox called “executivecare@asus.com” dedicated to reprocessing previous RMAs that customers feel were unfairly classified, misclassified, or charged for services that should have been free.
ASUS releases timeline for improvements: This email and template were released today, June 14th. ASUS promises to provide us with additional changes via email this month.
ASUS promises to refund service fees for unnecessary repairs that customers deem necessary to obtain warranty repairs, such as irrelevant or misclassified CIDs. [Customer Induced Damage]
ASUS promises to refund shipping costs if warranty repair is part of the RMA. For clarity, if a customer gets both an out-of-warranty repair and an in-warranty repair in the same claim, the shipping charges will be borne by ASUS
ASUS promises to refund labor and taxes associated with the above qualification disputes
ASUS has formed a task force to trace the results of the historic customer investigation to try to resolve the issue
ASUS has stopped requesting CIDs from repair centers. CID claims now have to go through the ASUS team. This would remove some of the financial incentives for equipment failure. There is still one, but now it is no longer driven by speed
ASUS is establishing a new support center in the United States. This will give customers the option of having their motherboard repaired or replacing it with a refurbished motherboard faster. This solves the problem where previously retrofitting was the only option in some cases
After more than a year of refusing to admit that the microSD card reader on the ROG Ally is faulty, Asus will release a formal statement next week about the series’ flaw
ASUS will release a more transparent repair report template in September 2024
ASUS is changing advanced RMA language to focus less on physical damage
