Service Improvment Timeline
Service Enhancement
At ASUS, we take pride in delivering incredible products that provide premium experiences to each and every one of our customers. We recognize that our warranty, RMA communications, and repair services have not consistently met these high standards, and we are committed to doing better.
So we’ve begun an initiative to overhaul our customer service processes. In the interest of transparency, this page shows the timeline of our improvements, with new entries added as more changes are made, driven by feedback we’ve received directly from you.
We appreciate your patience as we work to improve your experience and look forward to serving you.
Introducing Our New Online Troubleshooting Process for Support and RMA Cases
Oct 31, 2024ASUS is excited to introduce a new online troubleshooting process designed to make it easier for you to quickly and conveniently resolve common issues. Our updated interface guides you through an FAQ section specifically tailored to common software issues, helping you find potential solutions on your own. If you still prefer ASUS to assist with troubleshooting and software repair, sending in your device for repair remains a hassle-free option.
This innovative tool provides clear steps and video tutorials for resolving software issues, helping users avoid sending in a device for repair. If a unit does require repair, this process helps reducing wait times by allowing you to troubleshoot yourself before contacting our support team. This process ensures a faster resolution for software problems, ultimately enhancing your satisfaction with a more seamless experience.
The new process will be implemented across our range of notebooks, phones, desktops, motherboards, graphic cards, displays, and wireless products. We appreciate your patience as we work to improve your experience and look forward to serving you better.
Changes to Our Repair Quotation Format
Sep 30, 2024To enhance our communication with you, the ASUS service team is introducing a new format for quotations effective September 24th. Here’s what you can expect:
New Repair Type Column
We’ve added a new column to our quotation notifications to better explain the type of repairs and their status. Here’s what each category means:
- Covered Under Warranty: Repairs listed under this category are covered by your warranty and will be done at no extra cost to you. We aim to give you a clear picture of what is already covered under your warranty, so you don’t have to worry about any unexpected charges.
- Optional: Our engineers may identify additional out-of-warranty issues that could affect your device’s functionality, but are not required for basic use. These repairs are optional, and we will provide suggestions on whether you should consider them. You can decide if these issues impact your use case and choose whether or not to proceed with these repairs.
- Required: This category includes out-of-warranty repairs that are essential for the problems you reported or are necessary for your device’s normal daily operation. These repairs are crucial and need to be addressed to ensure your device functions correctly.
We hope these changes to our quotation make our repair process clearer and more transparent for you.
Enhancement to Motherboard/Graphics Cards Repairs and Damage Assessment Updates
Aug 28, 2024The ASUS service team continues to work on changes to our customer service guidelines and processes. The following covers the changes made in August 2024:
1) New North America Repair Center: Our new North America repair center is now operational. Customers in North America who send in a motherboard or graphics card for repair will get the same unit back after we perform board-level component changes. If the unit is beyond repair, we will proceed with a replacement unit instead.
2) Updates to Motherboard and Graphics Card Replacements: If a unit cannot be repaired, a replacement unit will be offered. In the case of ROG, ProArt, and Pro WS series motherboards, we will replace cosmetic parts on these units when necessary to maintain their high-quality appearance. ROG, TUF Gaming, and ProArt series graphics cards for RTX 4000 and RX 7000 families will also receive new cosmetic parts for replacement units when necessary.
3) Revised Explanations of Customer-Induced Damage: To ensure our users understand what types of repairs are and aren’t covered by a product’s limited warranty, we have improved the quality of our photos and provided more detailed explanations for what constitutes customer-induced damage. You can view the updated explanations for motherboards on this page and for laptops on this page.
4) Transparent Repair Reports: We are excited to announce the launch of our new and improved repair reports, effective August 26th. These enhanced reports provide more detailed descriptions of the issues you’ve reported, along with the results of our comprehensive device testing. Our goal is to keep you fully informed about your device's status and the services performed in a clear and accessible manner. To help you get the most out of your device, some reports will also include helpful tips for resolving software issues, ensuring your device operates smoothly and remains in peak condition.
Updates on Our Executive Care Resolutions with Customers
Jul 1, 2024The ASUS service team has diligently reviewed cases submitted to executivecare@asus.com by our customers. We’ve also proactively reviewed past repair cases and identified instances where customers may have been overcharged. It's our mission to offer resolutions to our customers regardless of when service issues arise, and we are committed to rectifying any oversights.
Here's an overview of the steps we've taken in the past few weeks:
1) Executive Care Case Settlements: Through our specialized Executive Care channel, we've successfully settled over 120 cases going as far back as 2011, offering comprehensive troubleshooting for customers with unsolved issues, accelerated repair services for customers still waiting for help, reimbursements for billing discrepancies where customers were overcharged, and reevaluation of instances of customer-induced damage, and resolutions for other disputes. We are continuing to address more cases as we receive them.
2) Corrective Action for Overcharge Cases: We’ve also proactively reached out to over 300 customers to correct billing inaccuracies where customers were overcharged and ensure those affected received rightful compensation.
3) Enhanced Communication Clarity for Advance Shipment: In cases where we cross ship a replacement unit to a customer, we have simplified the language used in our email communications for clearer return instructions and simpler explanations of customer-induced damage.
4) Higher Oversight for Cases of Customer Induced Damage: We have adjusted our process so that only ASUS staff can determine whether a case will be flagged as customer-induced damage. Technicians from third-party repair centers will not be involved in making this determination.
5) A New North America-Based Repair Center: We’ve begun building facilities and training staff at a new ASUS repair center in North America, which will allow us to repair individual components on a product. This will allow users to choose whether they’d like to get their own device repaired instead of getting it swapped for a refurbished product. We expect this repair center to begin operations later this year.
We remain eager to listen and committed to improvement. Should you have any additional feedback or need further assistance, we encourage you to get in touch. While these updates are specific to North America, they will serve as a framework for our local offices around the world in their own efforts to improve. Ensuring your satisfaction is our primary concern, and while these changes take time to implement, we're committed to improving our customer service for the long haul. Stay tuned to this page for even more updates in the coming weeks.
How to File a Dispute with ASUS Customer Support
Jun 14, 2024From the ASUS Service team, we deeply apologize for the issues with our service.
Our RMA communications and repair services have not consistently met the high standards we aim for. We want to make things right. If you’ve had a negative experience with our customer support, please let us know. We want to do better. Contact us at executivecare@asus.com and share your experience using the template below. We are here to listen and improve.
Your Name (as listed in your RMA):
RMA Number:
Serial Number:
RMA application country:
Please describe your previous RMA dispute:
Supporting Documents (optional)(e.g., charged invoice, quotation notification, photos):
Additional Feedback (optional):
After submitting your claim, please allow us one week to review your case and respond. Our local service team will guide you through the appropriate next steps. We’re committed to transparency, fairness, and doing what’s right for our customers.
We’re very sorry to anyone who has had a negative experience with our service team. We appreciate your feedback and giving us a chance to make amends.
Enhancements to ASUS Repairs and Services
May 23, 2024As part of the ASUS customer service team, we want to reassure our customers that repairs covered under the manufacturer's limited warranty have always been, and will continue to be, free of charge. We continuously strive to enhance your service experience and ensure transparency throughout our repair process. We value the feedback from our customers and are pleased to announce significant updates to our RMA communications, repairs, and services to better serve you.
Key updates have been made to enhance our overall repair communication. These improvements include more comprehensive information for both in-warranty and out-of-warranty services, available through email, printed materials, and our website:
1) Clearer Communication in Quotation Emails: We have enhanced our communication strategy to eliminate technical jargon and prioritize clarity. Instead of intricate technical explanations, we now emphasize clear, high-quality photos to illustrate any damage, accompanied by simple explanations. If a customer expresses that an email exchange is unclear, we will promptly initiate follow-up emails or phone calls to address any questions.
2) Video and Photo Documentation: In the US and Canada, we take video or photos upon receiving and opening inbound packages and when sending outbound parcels. This documentation ensures accountability for product condition upon arrival and departure from repair facilities, aiding in identifying any transport related damages and insuring fairness in potential damage claims.
3) Transparent Repair Reports: Effective September 30th, 2024, we will introduce a new format for our repair reports. These new reports will provide more detailed descriptions of the issues you reported and the results of our comprehensive device testing. This initiative aims to keep you fully informed about the status of your device and the services performed in a way that is easy to understand.
4) Enhanced Service Communication: Effective September 30th, 2024, we will revamp entirely our repair and customer service communication processes, focusing on clarity, transparency, and effectiveness. This will focus on streamlining email correspondence, providing clear instructions, and offering personalized support to address inquiries promptly. In addition, we’ve made some changes to how paid repairs are offered and explained to customers for out-of-warranty products. These changes have already rolled out, and include:
5) Changes to Repair Prices for Component Damage: We now offer quotations for cost-effective labor and component repair instead of full unit replacements whenever possible. In cases where functional repair by changing ports or connectors is not feasible, ASUS will offer to replace the device for an appropriate price determined by the extent of damage reported.
6) Refined Repair Options for Cosmetic Damage: We now provide repair quotes for out-of-warranty cosmetic damage only when said damage impacts the device's functionality or when cosmetic repairs are specifically requested by the customer. Cosmetic repairs covered by the device's limited warranty, such as brand-new items damaged during shipping, will still be offered free of charge.
7) Improved Quotation Accuracy: In the US and Canada, we have improved our systems to ensure additional accuracy and transparency in our price quotations. This involves updating the device’s price based on a fair market value, as well as adding additional verification steps to minimize pricing inconsistencies.
Our dedicated customer support team is available at 1-855-714-0471 (for U.S. and Canada), or reachable directly via the ASUS Support website at https://www.asus.com/support/.
If you have any questions, concerns or feedback related to your experience with our customer service, please contact us. Upon reaching out, we will thoroughly review your case and provide assistance as needed. Rest assured, ASUS is actively reviewing customer issues and proactively offering solutions.
Your satisfaction is of utmost importance to us, and we are committed to assisting you in resolving your situation promptly and to ensuring fair and transparent services for all our customers. Thank you for your continued trust in ASUS products and services.
