After receiving criticism on its warranty procedure in the US, Asus has made commitments to improve its support and repair systems. This decision came about as a result of investigative work done by Gamers Nexus, led by Steve Burke. This article will analyze the changes and agreements Asus has agreed to implement.
Initially, Asus’ response to the criticism of its US warranty process was lacking. The company vowed to ‘do better’ but it was clear that more needed to be done. Gamers Nexus pushed for a face-to-face meeting with Asus at Computex 2024, a rare occurrence in the PC hardware industry. In the recording of the meeting, Burke pressed Asus’ representatives on various points, showing persistence in seeking answers.
Asus has agreed to create a team dedicated to addressing customer surveys and establishing a new US-based support center. The company will also provide a dedicated email for customers to use for RMAs that were handled incorrectly. Additionally, Asus will introduce a specific template for such emails to expedite the claims process. Furthermore, Asus has committed to addressing the SD card overheating issue in the ROG Ally, a problem that has been reported by users.
Despite the changes and commitments made by Asus, it is important to note that the overall outcome is still pending. Until it is clear that Asus’ warranty support in the US is functioning properly, there may still be reservations about recommending their hardware. Gamers Nexus has stated that they will continue to monitor Asus’ progress over the next 6-12 months to determine if the improvements are substantial.
Asus has acknowledged the need for improvements in its warranty procedure in the US and has made various commitments to address these issues. The involvement of Gamers Nexus has been instrumental in pushing for these changes. While the concrete details of the changes are promising, it remains to be seen how effectively Asus will implement them and if customers will experience better support in the future. Keep up with the latest developments on this issue to stay informed about Asus’ progress.
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