ASUS Posts Official Statement Concerning Recent RMA Issues, Says Enhancing Its Processes In US & Canada

ASUS Posts Official Statement Concerning Recent RMA Issues, Says Enhancing Their Processes In US & Canada 1

ASUS has finally issued a statement on the recent fire ignited by large amounts of RMA issues that affect North American customers.

ASUS's RMA policies came to light after a recent video by Gamers Nexus which highlighted that the company offered no resolution for the damaged product when it was sent for repair and instead asked huge sums of money for mere cosmetic repairs which hardly addresses the original issue.

Affected products ranged from the recent ASUS ROG Ally handheld to several graphics cards such as the top GeForce RTX 4090 ROG STRIX OC White which costs $2800 US officially but ASUS's RMA division quoted a $3758 repair cost when the issue was only cosmetic damage. Not only that, but the emails highlighted a list of "available" repairs that the users never asked for.

Recent feedback has highlighted some gaps in our RMA communication process in the US and Canada. We deeply apologize to our customers and the community for any confusion and frustration they might have experienced from this. We have taken your feedback to heart and are committed to making improvements.

We want to assure our customers that any repairs covered under the manufacturer's limited warranty have always been and will continue to be free of charge. It is never the intent of ASUS to charge any customers a fee that does not directly address the device malfunctions they are experiencing. We now recognize that the current process and the language used does not adequately convey this information. We are working diligently to make changes in the best interest of our customers.

In addition to addressing issues on an individual basis with our customers that have come forward, we are also making changes to our RMA process. Effective May 16th, 2024.

via ASUS

It looks like ASUS has now come up with an effective RMA policy which, to be frank, should have been there to begin with. Following are the main changes that will be included in ASUS's RMA process effective starting 16th of May, 2024:

We are revising our repair pricing structure for out-of-warranty products; this includes a thorough review process for any abnormal pricing to ensure consistency, transparency, and fairness.

Currently, we perform a full analysis of devices sent for RMA, and send customers a comprehensive list of available repairs, free and paid, in our messaging to customers. We understand this may have caused confusion when a customer has only ordered a specific repair. We will no longer automatically offer repair quotations for cosmetic imperfections unless they affect the device’s functionality or are specifically asked for by the customer.

We will update the verbiage of our automatic emailing system for improved clarity, so our customers always know what repairs will be offered for free, and the terms and conditions relevant to the device in question.

Now it's good to see that ASUS has listened to the RMA reports and issued a statement while providing a resolution that includes an enhanced customer RMA policy but we will have to wait and see if it is implemented correctly.