News Asus vows to improve clarity surrounding warranty claims and astronomical hardware repair costs

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Still won't touch their stuff for a long while.

anytime a company says this type of statement is only because they got too much bad publicity & try damage control.

no company should ever try to fix cosmetic damage unless asked.
imagine going to the doctor for a cough and they notice a scar and then charge you for fixing that :|...nobody wants that.

just do the stuff asked.
 
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"Enhancing communication", in no way means that they will change any internal process regarding communication with their customers. It especially doesn't mean they will change how the repair/warranty process itself works.

In this context, "communication" means publicity. "Enhancing publicity" means they want good PR spin.
This isn't a commitment to improve the customer experience, which is frustrating.

This is Marketing speak for saying "We are going to throw minimal marketing dollars at the problem and hope a social media ad buy convinces enough influencers to stop complaining, at least long enough for it to drop out of the trending feeds.
 
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Giroro said:
"Enhancing communication", in no way means that they will change any internal process regarding communication with their customers. It especially doesn't mean they will change how the repair/warranty process itself works.

In this context, "communication" means publicity. "Enhancing publicity" means they want good PR spin.
This isn't a commitment to improve the customer experience, which is frustrating.

This is Marketing speak for saying "We are going to throw minimal marketing dollars at the problem and hope a social media ad buy convinces enough influencers to stop complaining, at least long enough for it to drop out of the trending feeds.
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You very well could be right. Personally, I like to take a wait and see approach. Who knows, we may even be surprised if they were to change for the better, but I am not holding my breath...
 
helper800 said:
You very well could be right. Personally, I like to take a wait and see approach. Who knows, we may even be surprised if they were to change for the better, but I am not holding my breath...
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It's hard to avoid cynicism when talking about big companies.
I know Asus specified some ways they will communicate with customers, but to me it gave the impression it was a little passive-aggressive.
It came across as if they think they are doing a great job in regards to this exact issue, were annoyed that great job isn't being recognized, and listed some existing ways in which they think they are already doing a great job. Sort of a "the customer is wrong" approach.
 
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Guarantee is user rights... RMA asking for money when the product is on Guarantee time, It's a joke.
I will build a asus motherboard for a client, because I know I will keeping charging over two years for repairs.
Love asus.
 
usertests said:
My secret:

1. Buy everything refurbished only.
2. You save money and the flaws have already been identified and fixed.
3. Profit!
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While failure rates in tech do generally follow the "bathtub curve", this isn't really universal or foolproof advice.

If you need something specific you're dependent on it being available on the refurbished market from a reputable vendor and at a reasonable price, and you're typically not getting the same level of warranty as if you bought new (only 90 days on refurb electronics isn't uncommon).

And while some refurbs are basically just an unwanted open box that can't be sold as new, there's also 3rd party refurbs have been run hard and had little more than a good dusting before having the "refurbished" label slapped on them... as well as some that have had a quick band-aid slapped on a deeper underlying issue either due to not understanding or just wanting to turn inventory and get paid.
 
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helper800 said:
You very well could be right. Personally, I like to take a wait and see approach. Who knows, we may even be surprised if they were to change for the better, but I am not holding my breath...
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They have been caught doing this BS before and they promised to change.
I'm pretty sure that Tech Jesus from Gamernexus mentioned that the guy who had promised to improve Asus' repair and warranty stuff.. had to leave.
 
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as long as I've known about ASUS since the 1990s their warranty coverage has been poor. that's always been the trick with ASUS. either buy it assuming no warranty, or don't buy it. because the warranty coverage might as well not be there.

and no this isn't apologizing for the stuny they pulled with GN, that was beyond "bad" or "no warranty" straight into "scam". seriously. no one should ever buy ASUS assuming there is a working warranty on anything.
 
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My feeling is...

This is (or could be) what happens when you ask your RMA or customer service department to support high level management goals like profitability and cost reduction.

Such goals would be a challenge for any department and would require wise managers for those areas to be successful. For some areas like manufacturing and R&D (new product development), this might work out well.

But to ask departments like customer service and marketing&sales to fulfill (enact) high end management capitalism goals is asking for trouble.
 
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helper800 said:
You very well could be right. Personally, I like to take a wait and see approach. Who knows, we may even be surprised if they were to change for the better, but I am not holding my breath...
Click to expand...

tamalero said:
They have been caught doing this BS before and they promised to change.
I'm pretty sure that Tech Jesus from Gamernexus mentioned that the guy who had promised to improve Asus' repair and warranty stuff.. had to leave.
Click to expand...

Yep, exactly. This was their chance to make it right and they continued to mess it up. No more Asus for awhile for me. I'll also no longer recommend it to my friends and family when they ask me what they should get.

As Asus is trying to extort their customer I hope it hits their financials in a big way. So dumb.
 
This is not the first time they are caught doing shady RMA business. Within a year of promising change, they are back to square one. So what makes the promise to address it any different from before. If there are fundamental issues with the org, the problem will reoccur.
 
I had a 1080ti which I accidently broke off one wing of its fans.
I asked support for help, shipping and repair was estimated at 350$. I asked to buy just the fan and do it myself (since there is no warranty for physical damage), they wouldn't help me.
I ended up finding the exact part and paying 10$ for it. Replaced it myself.
Their support is awful, but from experience, I've never needed it for hundreds of products I've bought and sold from them...
 
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I haven't used Asus since 1998, a bad mb that never got replaced, never sent back, never anything, nothing from them, no answer to calls or emails.

Never bought another Asus product.
 
It's been years since I last bought an ASUS device. The last straw for me was way back when they released their Transformer Infinity tablet. I bought it day one. It was awesome, and the family loved it. I kept it up to date with the latest Asus firmware. But about 9 months into the product lifecycle, they released a firmware that crippled it, to the point no one wanted to use it. They got lots of complaints from lots of people. And Asus kept saying "we are working on a fix". But it never came. (I sometimes wonder if the firmware update physically broke something inside).

9 months. Not even a year from it's first release. And Asus just quietly let it drift away. Never again.
 
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hotaru251 said:
no company should ever try to fix cosmetic damage unless asked.
imagine going to the doctor for a cough and they notice a scar and then charge you for fixing that :|...nobody wants that.
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Back when I used to deliver newspapers I got too close to a mailbox and scraped some white paint off of the post with my car. Some time later I took my car in for servicing and the shop owner removed the white paint for free, without asking.

I have absolutely no problem when a company repairs cosmetic damages for free as part of another service order! Pretty rare though.
 
I think part of the problem is awareness on the executive level as they can possibly be oblivious to certain issues although some is also to do with cost/benefit to keeping their mouths shut about prpblems they're probably well aware of.

I do hate that I can't be spare parts from them. I can live without an SD card on my ROG Ally but I just want to fix my own joystick and instead get told I have to open a claim and go through the hassle of sending it in for something they may or may not charge me for.
The power connector on my 4090 doesake me concerned and not sure why there hasn't been a recall of some solution to it since this is clearly a design flaw they or Nvidia- I don't care who, are absolutely responsible for.
 
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