Asus apologizes for “confusion and frustration” and will now take steps to improve the RMA process
Hardware manufacturer Asus has publicly apologized for the “confusion and frustration” caused by statements regarding RMA procedures with inflated repair costs.
The company announced it will revise its pricing structure for out-of-warranty repairs to ensure transparency, consistency and fairness.
Why this is important:This approach by Asus gives hope that the disclosure of grievances can lead to insight and improvement. However, it remains to be seen whether the latter will actually happen.
In detail:The need for Asus to rethink its policy became particularly clear after the YouTube channel GamersNexus reported on an experience with the Asus RMA procedure.
- GamersNexus was charged $191.47 for a minor repair – a small dent on the case of an Asus ROG Ally that was still under warranty – without fixing the main problem, a faulty thumbstick.
- In addition, Asus threatened to return the device unpatched in disassembled condition if payment for the repair was not made.
- Another caseinvolved a PC gamer in Canada who was issued a repair bill of over $3,758 CAD by Asus for the repair of a small security feature on an RTX 4090 graphics card, even though the card itself
cost only
$2,799 CAD.
How exactly did Asus react?
In response to the criticism and problems uncovered by GamersNexus, Asus haspublicly apologized
The company also pledged to revise repair prices for out-of-warranty products and conduct a thorough review of abnormal pricing to ensureconsistency, transparency and fairness
It also said:
“We deeply apologize to our customers and community for any confusion and frustration they may have experienced. We have taken your feedback seriously and are committed to making improvements.
All repairs covered by the manufacturer’s limited warranty were and will remain free of charge. We now recognize that the current process and language used did not adequately convey this information. “
What else is happening?In addition, the company has announced an overhaul of its communications with customers, including updating the wording in its automated email system to avoid misunderstandings and clarify which repairs are free and under what conditions.
Asus’ apology and announced changes are a first step in the right direction.
However, the implementation of these changes can only show in the future to what extent Asus keeps its promises to customers.
