Saturday, June 15th 2024
ASUS Enhances Customer Support Following Gamers Nexus Investigation
ASUS has had issues with customer support, as reported following last month's investigation by Gamers Nexus. However, they are now promising several fixes. If you've been wrongly denied a warranty repair or charged for unnecessary service, ASUS wants you to email them at "executivecare@asus.com" using a predefined template (see below). It also promises to respond within a week and apologizes for past negative experiences, citing customer feedback as an opportunity for improvement. These cases will be handled directly by ASUS staff.
Getting into a bit more details, after criticism, ASUS executives met with Gamers Nexus staff face to face and agreed to a list of promises.
To recap several of ASUS' firm changes (as provided by Gamers Nexus):
Sources:
ASUS, Gamers Nexus
Getting into a bit more details, after criticism, ASUS executives met with Gamers Nexus staff face to face and agreed to a list of promises.
- ASUS now has a new inbox called "executivecare@asus.com" that they have created specifically to re-process prior RMAs that customers feel were unfairly classified, were misclassified, or charged for a service that should be free
- ASUS has provided a template to copy and paste into your email to this address. We are showing it on the screen. You can visit gamersnexus.net to find a copy of this to copy and paste. We do not place third-party ads on our site. The link is below for the template.
- ASUS has published a timeline for improvements: June 14th, today, is the publication of this email and template. ASUS has promised us an email this month with other changes.
- ASUS has committed to refunds of service charges for unnecessary repairs which customers felt compelled to accept in order to have a warranted repair covered, such as unrelated or misclassified CID
- ASUS has committed to refunding shipping charges in scenarios where a warranted repair was part of the RMA. For clarity, if a customer has both an out-of-warranty repair and an in-warranty repair in the same claim, shipping will be covered by ASUS
- ASUS has committed to refunding labor and taxes related to these aforementioned qualifying disputes
- ASUS has created a Task Force team to retroactively go back through a long history of customer surveys that were negative to try and fix the issues
- ASUS has removed the power from the repair centers to claim CID. Now, CID claims must go through ASUS' team. This will remove some of the financial incentive to fail devices. There still is one, but now it won't be motivated as much by speed
- ASUS is creating a new support center in the US. This will enable customers to choose between a repair of their board or a faster swap with a refurbished board. This solves an issue where refurbs were the only option in some scenarios previously
- After over a year of refusing to acknowledge the microSD card reader failures on the ROG Ally, ASUS will be posting a formal statement next week about the defect, resulting from this series
- ASUS will publish a more transparent repair report template in September of 2024
- ASUS is changing the Advance RMA language to reduce emphasis on physical damage
- 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):
118 Comments on ASUS Enhances Customer Support Following Gamers Nexus Investigation
I've even bought a few as "not working" and they do, the issue is usually PEBCAK.
Edit: Here is a classic one that Shitsus pulls on its customers, warranty starts from billing date of distributor to retailer and not the date of purchase by customer.
IndianGaming/comments/1bhehyg
Please show me those "VAST majority of AM5 boards burning up".
That's the rant I have had done before and after that there is a big silence follow up because even on the Reddit we got one AsRock and two ASUS example and then we got zero more for average users.
We got zero cases after the VSOC maximum set to 1.3V, again showing the root cause.
The so called Beta BIOS rant from GN an big lie too, read it yourself the original controversial sentence:
Except as provided in the Product warranty and to the maximum extent permitted by law, ASUS is not responsible for direct, special, incidental or consequential damages resulting from using this BETA bios.
So no, even with the original sentence ASUS do not say you void the warranty if you use they Beta BIOS...
As the controversial video, well, GN do not do any cross-checking in other type of motherboards, while others do.
GN do even try to make a comprehensive testing about the case, they smell scandal and make a video about it as fast as they can.
Example: they say the 7800X3D "explode" and don't even mention the first know case is a Ryzen 7700X in an AsRock B650 PG Lightning mobo.
The result what we get is high view numbers, around the time an average GN review got 200 thousand views, while the "exploding" 7800X3D video surpass the 1 million views fast and the "ASUS Scumbag" video closely follow it.
That's the reason why they done it. And I hardly can support such a behavior...
Thankfully, we have plenty of options.
ASUS has its share of issues with random junk that gets bundled in via EFI options and voltage control menus in really dumb places when I JUST want to overclock. There's way too much red tape in the menus these days. It's genuinely annoying. No wonder "Favorites" menus exist.
There are no altrusic people, just people looking at their own interest. GN interests is profits from more channel views.
Many years back I had a viewsonic screen develop a weird fault, it was a VA 4:3 screen if I remember right, and it started misbehaving with less than a month left of warranty, basically I would need multiple attempts to get the screen on once it was turned off, and it was gradually getting worse, so I RMA'd it.
I was then given the option of accepting an exchange at the door by the courier doing the pickup, or having my unit fixed, I am a guy who gets impatient so I picked the exchange, and plugged it in. Initially all seemed ok, but I couldnt believe it, within a month the exact same fault happened. This exchange had no warranty past the original warranty period so I was then screwed.
To viewsonic's credit they did offer to fix my unit, but the fact the exchange was in a condition that failed within a month, backs up all the stories on the net about RMA exchanges being dud hardware.
Personally I think the way it should work, is that if you need to RMA something and they cant fix it, then you should get a brand new exchange no matter where you are in the warranty period, if the defect rates are as low as claimed this should be a very affordable practice and will likely pay itself back with customer loyalty to the brand. If returned units then get fixed later they can be sold as discounted refurbished stock.Looks like #4 is right one.
You know what needs to change more? This effin consumer attitude of wanting the cheapest at all cost all the time! You get what you pay for and when robbers like Amazon charge anywhere between 15-35% of your gross sales what margins will you be left with? Amazon is even worse with electronics return here. They don't even accept it anymore :laugh:Let's be more honest then ~ GN does hit pieces to get clicks! Their MO is uber transparent and some of their case/pre built reviews are effin embarrassing even as parody :nutkick:
Steve's hot takes are less hot more hot air! His condescending tone in many of them is beyond childish. I know I've used that on forums in the past and I do regret it in hindsight but FFS the guy does professional reviews ~ you should expect more from him not less :shadedshu:
Condesending Steve calls Asus unethical scumbag of a company for still not fixing VSOC.
He got it all wrong by measuring incorrect voltage points.
He did not take down this video. He did not post an apology and clarification to his viewers.
Who is the unethical person now?
1 MOSFET VOut
2 MOSFET + inductor+ capacitor
3 CPU VSOC pin
4 onboard digital voltmeter
And yeah measuring at MOSFET VOut it's a bit higher then on the CPU pin.
Inductor+other filtering (caps, etc), motherboard traces all bring some resintance and the voltage will drop.
All people make mistakes including Tech Jesus. Admiting the mistake....that's another thing.
Anyways, this isn't going to stop me from buying their stuff as based on my experience they've been of exceptionally high quality. Nonetheless, it's good that they're addressing their shortcomings for people that haven't been as lucky as I have.Not an issue in the rest of the world. Unlike the US, most countries buy from retailers rather than directly from Asus. Retailers, especially big tech chains usually add their own warranty on top of the manufacturer warranty. So if you have any issue, they will just give you a replacement. Customers never have to deal with Asus support.
In this case ASUS has been failing hard and for way too long and now it's time for them to change. They are saying they will. I say give them a chance and see but if not then they have merely managed to kick the can down the road a bit and the backlash will happen again. Ignoring a problem doesn't make it go away.
Asus lists 259 mobos for just 'current-gen' sockets (AM5, LGA1700), of which 85% are consumer models ROG, TUF, PRIME, ProArt.
That's absurd. Marketing department has been running the show for too long. Stamping out PCB like limited production T-shirts.
Adding unnecessary complexity that has clearly overwhelmed internal processes (like inventory, subcon management, assembly). That ultimately leads into inept customer service because it's working with bad product.
Time to cut the new offerings in half, Asus, and take it easy on yourself.