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ASUS Posts Official Statement Concerning Recent RMA Issues, Says Enhancing Its Processes In US & Canada

ASUS Posts Official Statement Concerning Recent RMA Issues, Says Enhancing Its Processes In US & Canada

ASUS has finally released a statement. On the recent fire from a large amount of RMA issues affecting North American customers.

ASUS promises to improve its RMA process in the US and Canada: revised repair pricing structure, no quotations for cosmetic repairs, better clarity in emailing system

ASUS' RMA policies came to light after a recent video Gamers Nexus Which highlighted that the company did not offer any resolution for the defective product when it was sent for repair and instead charged a huge amount for a mere cosmetic repair that hardly addressed the actual problem. could go

From the latest ASUS ROG Ally handheld to affected products Several graphics cards such as the top GeForce RTX 4090 ROG STRIX OC White which is officially priced at $2800 but ASUS' RMA division quoted a repair cost of $3758. When the problem was only cosmetic damage. Not only that, but the emails featured a list of “available” repairs that customers never asked for.

Recent feedback has highlighted some gaps in our RMA communication process in the US and Canada. We sincerely apologize for any confusion and disappointment to our customers and community. We have taken your feedback to heart and are committed to making improvements.

We want to assure our customers that any repairs covered by the manufacturer's limited warranty have always been and will always be free of charge. ASUS never intends to charge any customer a fee that does not directly address the device malfunctions they are experiencing. We now recognize that current processes and the language used do not adequately convey this information. We are working diligently to make changes in the best interest of our customers.

In addition to addressing issues with our customers on an individual basis, we are also making changes to our RMA process. Effective from 16 May 2024.

By ASUS

It looks like ASUS has now come up with an effective RMA policy which, frankly, should have started there. The following are the main changes that will be included in ASUS' RMA process starting May 16, 2024.

  • We are revising our repair pricing structure for out-of-warranty products. This includes a thorough review process to identify any abnormal pricing to ensure consistency, transparency and fairness.
  • Currently, we fully analyze devices sent in for RMA, and send customers a comprehensive list of available repairs, free and paid, in our messaging. We understand that this can cause confusion when a customer has only ordered a specific repair. We will no longer automatically offer repair quotes for cosmetic defects unless they affect the functionality of the device or are specifically requested by the customer.
  • We will update our automated emailing system functionality for better clarity, so our customers always know what free repairs will be offered, and the terms and conditions associated with the device in question.

Now it's good to see that ASUS has listened to the RMA reports and issued a statement while providing a resolution that includes a better customer RMA policy but we'll have to wait and see if there's a fix on this. is implemented by

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