4 ms·

Asus agrees to a whole raft of US warranty service improvements after complaints

57 points by MilnerRoute 2y ago

post_break 2y ago
You really can't expect to get away with bad customer service in the PC sector thanks to Gamers Nexus. Word spreads fast and you get dunked on mercilessly.
- mjevans 2y ago
  The latest Gamers Nexus video on this topic (it's long!) https://youtu.be/Z0ZoCYXmF0Q https://youtu.be/Z0ZoCYXmF0Q GN even has a full webpage with the current status and details https://gamersnexus.net/news-features/confronting-asus-face-face https://gamersnexus.net/news-features/confronting-asus-face-... Gamers Nexus was the one to really push ASUS to treat customer's better. """ (If you are another outlet reporting on our report, please credit our list and work. This list was not provided by ASUS. We created it.) To recap several of ASUS’ firm changes: 1. 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 2. 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. 3. 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. 4. 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 5. 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 6. ASUS has committed to refunding labor and taxes related to these aforementioned qualifying disputes 7. 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 8. 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 9. 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 10. 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 11. ASUS will publish a more transparent repair report template in September of 2024 12. ASUS is changing the Advance RMA language to reduce emphasis on physical damage """
- Lisdexamfeta 2y ago
  I wonder if Framework will also harm the bad-service companies, but making part replacement so easy.
  - greggyb 2y ago
    It will take a lot more market penetration for Framework to exert such an influence. They are too small to form a threat to market share of major players, and thus too small to do more than form some awareness. Awareness is not a financial incentive for big OEMs.
- nickthegreek 2y ago
  I was going through the Repair process for my Asus ROG SD Card slot when Gamer Nexus dropped their videos and now I am not even going to send it. Especially since knowing that any fix they do seems to be temporary and can break again at any moment. What a dumpster fire.
AdmiralAsshat 2y ago
Yes, out of the goodness of their hearts. Totally not out of fears of a class-action lawsuit...
oldstrangers 2y ago
Now lets get Razer onboard. My $4000 laptop I bought last year is now just a brick. Once it was out of warranty just immediately began to overheat. Repasted it myself, bought it a giant fan to sit on. Nothing ever helped. Thanks Razer!
- sumtechguy 2y ago
  Or how about those 'oh just mail your laptop to us, we will get to in in a few weeks' 'oh its your only computer oh well'.
- mint2 2y ago
  Razer warranty service is extremely hostile - luckily I only had a mouse break in warranty. But it’s a huge ordeal with a lot of back and forth emails and they insisted on a reply within 48 hours for each of the emails or they’d close the claim. It was such a hassle. Never buy Razer, it seems like they hate their customers and just want them to hand over money for flawed products and go away.
  - deleted 2y ago
    [deleted]
- forrestthewoods 2y ago
  Razer is on my “never again” list. Every mouse of theirs I ever had died. My laptop was a hunk of junk that needed a mobo replacement out the gate.
- erickj 2y ago
  My $1300 Lenovo X1 carbon gen 3 from 2014 is still running as well as the day I got it (less one m.2 drive and CMOS battery) ... Granted the first thing I did to it 10 years ago was install Fedora. Try putting Pop OS or some Ubuntu flavor on it, maybe it'll find a 2nd life. If it's already bricked and there's no warranty, then what's the harm. (games support via Steam nowadays is almost seamless)
  - tiberious726 2y ago
neutrinobro 2y ago
I will never buy another Asus product. Several years ago I had a laptop with onboard SSD cache that failed during the warranty period. After communicating with them and paying to ship it to them, they sent it back without even making an attempt at repairing it.
senkora 2y ago
Too late. Avoid Asus like the plague.
ethbr1 2y ago
On the other end of the spectrum, I was amazed at Dell XPS warranty service. (Assuming it's different than regular Dell) Had an actual person track and proactively follow-up with my case. Reminded me of back in the 90s...
rincebrain 2y ago
I once had an Asus motherboard we had bought for $DAYJOB because it was one of the few boards with enough PCIe x16 slots, many years ago, before that became a setup many people wanted, and the motherboard failed. So we RMA'd it. The replacement was DOA, did not even power on. So we RMA'd that. The replacement to that one failed fairly shortly thereafter. After that, I said that was enough sample bias in a small sample size for me.
- bcrl 2y ago
  Asus was also one of the worst offenders in the recent overvoltage scandal which fried a bunch of AMD CPUs.
- tiberious726 2y ago
  I'm not saying they're great, especially recently, but as another anecdotal point, I've been using nothing but ASUS boards in my personal systems since 2003 and have never had an issue with their hardware
alok-g 2y ago
Asus warranty is non-existent in India. I had premium warranty from them. They still did nothing. I have copies of 25+ emails written to them including escalations.

57 points by MilnerRoute 2y ago

You really can't expect to get away with bad customer service in the PC sector thanks to Gamers Nexus. Word spreads fast and you get dunked on mercilessly.

mjevans 2y ago
The latest Gamers Nexus video on this topic (it's long!) https://youtu.be/Z0ZoCYXmF0Q https://youtu.be/Z0ZoCYXmF0Q GN even has a full webpage with the current status and details https://gamersnexus.net/news-features/confronting-asus-face-face https://gamersnexus.net/news-features/confronting-asus-face-... Gamers Nexus was the one to really push ASUS to treat customer's better. """ (If you are another outlet reporting on our report, please credit our list and work. This list was not provided by ASUS. We created it.) To recap several of ASUS’ firm changes: 1. 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 2. 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. 3. 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. 4. 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 5. 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 6. ASUS has committed to refunding labor and taxes related to these aforementioned qualifying disputes 7. 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 8. 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 9. 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 10. 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 11. ASUS will publish a more transparent repair report template in September of 2024 12. ASUS is changing the Advance RMA language to reduce emphasis on physical damage """
Lisdexamfeta 2y ago
I wonder if Framework will also harm the bad-service companies, but making part replacement so easy.
- greggyb 2y ago
  It will take a lot more market penetration for Framework to exert such an influence. They are too small to form a threat to market share of major players, and thus too small to do more than form some awareness. Awareness is not a financial incentive for big OEMs.
nickthegreek 2y ago
I was going through the Repair process for my Asus ROG SD Card slot when Gamer Nexus dropped their videos and now I am not even going to send it. Especially since knowing that any fix they do seems to be temporary and can break again at any moment. What a dumpster fire.

AdmiralAsshat 2y ago

Yes, out of the goodness of their hearts. Totally not out of fears of a class-action lawsuit...

oldstrangers 2y ago

Now lets get Razer onboard. My $4000 laptop I bought last year is now just a brick. Once it was out of warranty just immediately began to overheat. Repasted it myself, bought it a giant fan to sit on. Nothing ever helped. Thanks Razer!

sumtechguy 2y ago
Or how about those 'oh just mail your laptop to us, we will get to in in a few weeks' 'oh its your only computer oh well'.
mint2 2y ago
Razer warranty service is extremely hostile - luckily I only had a mouse break in warranty. But it’s a huge ordeal with a lot of back and forth emails and they insisted on a reply within 48 hours for each of the emails or they’d close the claim. It was such a hassle. Never buy Razer, it seems like they hate their customers and just want them to hand over money for flawed products and go away.
- deleted 2y ago
  [deleted]
forrestthewoods 2y ago
Razer is on my “never again” list. Every mouse of theirs I ever had died. My laptop was a hunk of junk that needed a mobo replacement out the gate.
erickj 2y ago
My $1300 Lenovo X1 carbon gen 3 from 2014 is still running as well as the day I got it (less one m.2 drive and CMOS battery) ... Granted the first thing I did to it 10 years ago was install Fedora. Try putting Pop OS or some Ubuntu flavor on it, maybe it'll find a 2nd life. If it's already bricked and there's no warranty, then what's the harm. (games support via Steam nowadays is almost seamless)
- tiberious726 2y ago

neutrinobro 2y ago

I will never buy another Asus product. Several years ago I had a laptop with onboard SSD cache that failed during the warranty period. After communicating with them and paying to ship it to them, they sent it back without even making an attempt at repairing it.

senkora 2y ago

Too late. Avoid Asus like the plague.

ethbr1 2y ago

On the other end of the spectrum, I was amazed at Dell XPS warranty service. (Assuming it's different than regular Dell) Had an actual person track and proactively follow-up with my case. Reminded me of back in the 90s...

rincebrain 2y ago

I once had an Asus motherboard we had bought for $DAYJOB because it was one of the few boards with enough PCIe x16 slots, many years ago, before that became a setup many people wanted, and the motherboard failed. So we RMA'd it. The replacement was DOA, did not even power on. So we RMA'd that. The replacement to that one failed fairly shortly thereafter. After that, I said that was enough sample bias in a small sample size for me.

bcrl 2y ago
Asus was also one of the worst offenders in the recent overvoltage scandal which fried a bunch of AMD CPUs.
tiberious726 2y ago
I'm not saying they're great, especially recently, but as another anecdotal point, I've been using nothing but ASUS boards in my personal systems since 2003 and have never had an issue with their hardware

alok-g 2y ago

Asus warranty is non-existent in India. I had premium warranty from them. They still did nothing. I have copies of 25+ emails written to them including escalations.