Asus has Responded to the Warranty Repair Criticism with a Statement

TECH NEWS – But even that doesn’t really convince the public, because what Asus says sounds like PR-speak… so maybe they should do more than that.


In the case of RMA (Return Merchandise Authorization), Asus has done a ridiculous job with North American consumers. We’ve reported on this before, but in the case of the Asus ROG Ally and one of the GeForce RTX 4090s, they tried to extort an unbelievable amount of money from users for service due to a missing piece of plastic that didn’t affect operation. After a YouTube video by Gamers Nexus revealed to a large audience what Asus was doing, the company had to respond with a statement… But the way they did it, maybe they should have kept quiet:

“Recent feedback has revealed some gaps in our RMA communication process in the US and Canada. We deeply apologize to our customers and the community for any confusion or frustration this may have caused. We have taken your feedback to heart and are committed to making improvements. We want to assure our customers that all repairs covered under the manufacturer’s limited warranty have always been and will continue to be free of charge. It is never ASUS’ intention to charge customers a fee that is not directly related to the product malfunction they are experiencing. We now recognize that the current process and language used does not adequately convey this information. We are working diligently to make changes in the best interest of our customers. In addition to addressing issues on an individual basis with our customers who have come forward, we are also making changes to our RMA process. Effective May 16, 2024.

We are reviewing our repair pricing structure for out-of-warranty products, including a thorough review process for any anomalous pricing to ensure consistency, transparency and fairness. We are currently conducting a full analysis of devices sent in for RMA and are sending customers a comprehensive list of available repairs, both free and paid, in our customer communications. We understand that this may have caused confusion if a customer has only ordered one specific repair. We will no longer automatically offer repair quotes for cosmetic issues unless they affect the functionality of the device or are specifically requested by the customer. We will update the wording of our automatic email system to improve clarity so that our customers always know what repairs are offered for free and the terms and conditions that apply to their device,” Asus wrote.

Let’s see if this is a real change or just a marketing ploy by Asus…

Source: WCCFTech, Asus

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