{"id":104748,"date":"2024-06-14T20:32:07","date_gmt":"2024-06-14T20:32:07","guid":{"rendered":"https:\/\/entertainment.runfyers.com\/index.php\/2024\/06\/14\/how-asus-is-overhauling-its-customer-support-after-gamers-nexus-investigation\/"},"modified":"2024-06-14T20:32:07","modified_gmt":"2024-06-14T20:32:07","slug":"how-asus-is-overhauling-its-customer-support-after-gamers-nexus-investigation","status":"publish","type":"post","link":"https:\/\/entertainment.runfyers.com\/index.php\/2024\/06\/14\/how-asus-is-overhauling-its-customer-support-after-gamers-nexus-investigation\/","title":{"rendered":"How Asus is overhauling its customer support after Gamers Nexus investigation"},"content":{"rendered":"<p> <br \/>\n<\/p>\n<div id=\"\">\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS now has a new inbox called \u201c<a href=\"https:\/\/www.theverge.com\/2024\/6\/14\/24178785\/mailto:executivecare@asus.com\" target=\"_blank\" rel=\"noopener\">executivecare@asus.com<\/a>\u201d that they have created specifically to re-process prior RMAs that customers feel were unfairly classified, were misclassified, or charged for a service that should be free<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS has published a timeline for improvements: June 14th, today, is the publication of this email and template. ASUS has promised us an email this month with other changes.<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS has committed to refunds of service charges for unnecessary repairs which customers felt compelled to accept in order to have a warranted repair covered, such as unrelated or misclassified CID [Customer Induced Damage]<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS has committed to refunding shipping charges in scenarios where a warranted repair was part of the RMA. For clarity, if a customer has both an out-of-warranty repair and an in-warranty repair in the same claim, shipping will be covered by ASUS<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS has committed to refunding labor and taxes related to these aforementioned qualifying disputes<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS has created a Task Force team to retroactively go back through a long history of customer surveys that were negative to try and fix the issues<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS has removed the power from the repair centers to claim CID. Now, CID claims must go through ASUS\u2019 team. This will remove some of the financial incentive to fail devices. There still is one, but now it won\u2019t be motivated as much by speed<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS is creating a new support center in the US. This will enable customers to choose between a repair of their board or a faster swap with a refurbished board. This solves an issue where refurbs were the only option in some scenarios previously<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">After over a year of refusing to acknowledge the microSD card reader failures on the ROG Ally, ASUS will be posting a formal statement next week about the defect, resulting from this series<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS will publish a more transparent repair report template in September of 2024<\/p>\n<p class=\"duet--article--dangerously-set-cms-markup jzbdtsa jzbdts0\">ASUS is changing the Advance RMA language to reduce emphasis on physical damage<\/p>\n<\/div>\n<p><br \/>\n<br \/><a href=\"https:\/\/www.theverge.com\/2024\/6\/14\/24178785\/asus-customer-support-gamers-nexus\" target=\"_blank\" rel=\"noopener\">Source link <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>ASUS now has a new inbox called \u201cexecutivecare@asus.com\u201d that they have created specifically to re-process prior RMAs that customers feel were unfairly classified, were misclassified, or charged for a service that should be free ASUS has published a timeline for improvements: June 14th, today, is the publication of this email and template. ASUS has promised [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":104749,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14],"tags":[],"class_list":{"0":"post-104748","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-tech"},"_links":{"self":[{"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/posts\/104748","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/comments?post=104748"}],"version-history":[{"count":0,"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/posts\/104748\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/media\/104749"}],"wp:attachment":[{"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/media?parent=104748"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/categories?post=104748"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/entertainment.runfyers.com\/index.php\/wp-json\/wp\/v2\/tags?post=104748"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}