ASUS introduces new inbox for reprocessing RMAs

ASUS has recently launched a new inbox named “[email protected]” to address previous RMAs that customers believe were unfairly categorized, misclassified, or charged for services that should have been free.

Timeline for improvements

On June 14th, ASUS announced the publication of this email and template. The company has also promised further changes to be communicated via email later this month.

Commitment to refunds

ASUS has committed to refunding service charges for unnecessary repairs that customers were pressured to accept in order to cover a warranted repair, such as unrelated or misclassified CID (Customer Induced Damage). The company has also pledged to refund shipping charges for RMAs involving warranted repairs.

Refunds for labor and taxes

In cases of qualifying disputes, ASUS will refund labor and taxes related to the aforementioned issues. The company aims to rectify negative customer feedback by creating a Task Force team to address historical surveys.

Change in repair center procedures

ASUS has revoked the authority of repair centers to claim CID, transferring these claims to ASUS’ team. This change aims to minimize financial incentives for device failure. Additionally, ASUS plans to establish a new support center in the US, offering customers the option to repair their board or exchange it for a refurbished one.

Formal statement on ROG Ally microSD card reader failures

After over a year of silence, ASUS will release a formal statement next week addressing the microSD card reader failures on the ROG Ally. The company plans to introduce a more transparent repair report template in September 2024 and adjust the Advance RMA language to reduce the focus on physical damage.

Remember, for any inquiries related to previous RMAs or concerns about charges, feel free to contact us at [email protected]. We are committed to ensuring a fair and transparent process for all our customers.