Asus Promises To Make Major Changes to Its Customer Support After the Gamers Nexus Investigation; All You Need To Know
The company emphasised that it is committed to refunds of service charges for unnecessary repairs.
Weeks after a detailed investigative report, Asus has made major commitments to revamping its customer support service. The company acknowledged issues in its customer service department as part of the commitments. It is important to note that the situation, including the primary focus of the investigation, was limited to the North American market, and we are not sure how it will impact India.
A Brief History of Gamers Nexus vs Asus
To recap, the popular PC hardware-focused YouTube channel Gamers Nexus posted a video with the title "ASUS Scammed Us" on May 11, 2024. This video recapped their experience with Asus customer support, followed by two more videos as direct follow-ups. The first follow-up focused on the response that Asus shared, while the second one was a conversation with a lawyer about how the USA Federal Trade Commission (FTC) works regarding similar warranty and customer support problems.
Asus Apologises and Commits to Improving
The latest video as part of this ongoing series was posted on June 14, where Asus made commitments to improving its after-sales service. For those who have faced warranty issues or undue service charges, Asus encourages their customers to contact them via the 'executivecare@asus.com' email address using the provided template. You can check the complete template below:
Asus users need to share all these details as part of the email.
- Name (as listed in the RMA):
- RMA Number:
- Serial Number:
- RMA application country:
- Description of the previous RMA dispute:
- Supporting Documents (Charged Invoice, Quotation notification, photos, etc):
- Additional Feedback (optional):
Asus also promised to respond within a week and apologised for past negative experiences. The company highlighted its focus on customer feedback's importance and stated that matters like "Customer-Induced Damage" (CID) would be handled directly by Asus staff. In the past, Gamer Nexus has also highlighted issues with the SD card readers on ROG Ally. While Asus has not publicly responded to this problem, it is widespread enough that the company plans to share an official statement about the defect next week.
As noted in a separate report from Gamer Nexus on their website, Asus has billed customers for unnecessary repairs in the past. Right after the first video in May, the company received a lot of criticism about its handling of the situation, including its responses. As a result of pressure from the YouTube channel, senior Asus customer support officials met with Gamers Nexus in person during the recently concluded Computex 2024.
Some of the changes as part of the commitments include complete refunds (including shipping, labour and tax charges) to customers who were overcharged, details on additional changes, and changes in terms and services for better clarity. It has also reportedly created an internal "Task Force" to comb through the history to focus on negative customer support surveys and more. You can check the list of promised changes in the source report mentioned earlier.
