Confronting ASUS Face-to-Face
Gamers Nexus
76 min, 39 sec
A comprehensive review and commitments from Asus about its RMA and customer service practices.
Summary
- Asus created a new email for reprocessing previous RMAs and promises refunds for misclassified or unnecessary charges.
- A template for customers to contact Asus is provided to expedite the process, ensuring quick assistance.
- Commitments include refunding shipping, labor, and taxes for qualifying disputes, and a task force to address past negative customer surveys.
- Asus will now require its own team to sign off on CID claims, removing financial incentive for third-party service partners to misclassify cases.
- Plans for September include a more transparent repair reporting process and a formal statement about the Rog Ally MicroSD card reader failures.
Chapter 1
Initial discussion with Asus' Director of Marketing about customer service issues.
- The team expresses concerns about miscommunication and misclassification in RMA processes.
- An attempt to secure a meeting with someone from customer service is made.
- The importance of a higher-up executive being involved in customer service is stressed.
Chapter 2
A detailed meeting with Asus' Head of Customer Service addressing specific issues.
- Asus acknowledges the need for improvement in communication and transparency.
- New commitments are made to refund customers for unjust charges and to revise warranty policies.
- Asus creates a new email to reprocess prior RMAs and sets up a task force to address past issues.
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