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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.

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.