Asus has faced a lot of criticism in recent days after reports of excessive repair costs circulated through community forums and social media sites. (Image: SashaMagic via Adobe Stock)
Hardware manufacturer Asus has publicly apologized for the “confusion and frustration” caused by statements about RMA procedures with excessive repair costs.
The company announced that it would 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 disclosing grievances can lead to insight and improvement. Whether the latter actually happens remains to be seen.
Im Detail: The need for Asus to rethink its policy became particularly clear after YouTube channel GamersNexus reported an experience with the Asus RMA process.
- GamersNexus was billed $191.47 for a minor repair – a small dent on the chassis of an Asus ROG Ally that was still under warranty – without fixing the main problem, a broken thumbstick.
- In addition, Asus threatened to return the device unpatched and dismantled if payment for the repair was not made.
- Another case involved a PC gamer in Canada who was issued a repair bill of over $3,758 CAD by Asus for repairing a small security feature on an RTX 4090 graphics card, even though the card itself
only
Cost 2,799 CAD.
Link to YouTube content
How exactly did Asus react?
In response to the criticism and issues uncovered by GamersNexus, Asus has publicly apologized.
It also pledged to revise repair pricing for out-of-warranty products and undertake a thorough review of abnormal pricing To ensure consistency, transparency and fairness
. It goes on to say:
»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 remain free. We now recognize that the current process and language used did not adequately convey this information.”
What else happens? Additionally, the company has announced an overhaul of its communications with customers, including updating the wording in its automated email system to avoid misunderstandings and make it clear 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 promise to customers.
What are your experiences with the Asus service in Europey? Share them with us in the comments!
