ASUS Enhances RMA Processes in the US and Canada

ASUS recently addressed concerns about its RMA (Return Merchandise Authorization) process in North America. A video by Gamers Nexus highlighted issues with the company’s repair policies, where customers faced high charges for cosmetic repairs. This led to a statement by ASUS promising improvements.

Addressing Customer Concerns

ASUS apologized for the confusion and frustration caused by its RMA process. They acknowledged gaps in communication and pledged to improve. Repairs covered under the manufacturer’s warranty will remain free. ASUS assured customers that they never intended to charge for repairs unrelated to device malfunctions.

New Measures Effective May 2024

Starting May 16th, 2024, ASUS will implement several changes:

• We are revising our repair pricing structure for out-of-warranty products; this includes a thorough review process for any abnormal pricing to ensure consistency, transparency and fairness.
• Currently, we perform a full analysis of devices sent for RMA, and send customers a comprehensive list of available repairs, free and paid, in our messaging to customers. We understand this may have caused confusion when a customer has only ordered a specific repair. We will no longer automatically offer repair quotations for cosmetic imperfections unless they affect the device’s functionality or are specifically asked for by the customer.
• We will update the verbiage of our automatic emailing system for improved clarity, so our customers always know what repairs will be offered for free, and the terms and conditions relevant to the device in question.

These changes aim to enhance customer experience and address previous issues.