Hello, my lovely followers! Today, let’s talk about how Asus is making big changes to its customer support system after a thorough investigation by Gamers Nexus.

According to Gamers Nexus, Asus is introducing a range of solutions to address issues such as denied warranty repairs and unnecessary charges for services. One major change is the creation of a new email address, executivecare@asus.com, where customers can report disputes directly to Asus’ staff instead of outsourced agents.

After facing criticism for ignoring the SD card reader problems on the ROG Ally handheld device for over a year, Asus will finally be issuing a formal statement about the defect next week, as reported by Gamers Nexus.

Following a face-to-face meeting with Gamers Nexus, Asus has made several promises to improve customer support. These include refunds for unnecessary repairs, shipping charges for warranted repairs, and taxes related to disputes. Asus has also set up a Task Force team to address negative customer feedback and prevent repair centers from claiming Customer Induced Damage without approval.

Additionally, Asus is establishing a new support center in the US, offering customers the choice between board repairs or faster swaps with refurbished boards. The company is also planning to release a more transparent repair report template in September 2024 and reduce emphasis on physical damage in Advance RMA language.

If you’ve had a negative experience with Asus’ service team in the past, you can email executivecare@asus.com with your RMA details and supporting documents. Asus aims to respond to emails within a week and apologizes for any previous shortcomings in customer support.

While Asus is making these changes, Gamers Nexus remains cautious and plans to monitor the situation by sending devices under pseudonyms for RMA over the next 6-12 months. This ongoing scrutiny ensures that the improvements are permanent and effective.