Asus has announceda new initiative to repair its reputation after customers were charged for services that should have been covered by their warranty. Anyone who was unfairly charged or denied a repair can contact executivecare@asus.com to have their claim reassessed.
Asus is a well-known PC andhandheld hardwarecompany with products rangingfrom laptopsand monitors to handheld consoles such as theROG Ally. After an investigation byGamers Nexus, it was revealed that many customers were being unfairly charged or denied repairs to Asus products that fell within the terms of their warranties. An initial response was given, however, this only brought more criticism and forced further action.
Asus ROG Ally X’s new features aren’t convincing me to upgrade
There’s a fresh model of the Asus ROG Ally handheld gaming console on the way, but is there enough here to justify an upgrade? I’m not convinced.
Asus admits its mistakes
And deploys a new initiative to set things right
In a new interview with Gamers Nexus, Asus detailed a new timeline and course of action for customers who were impacted by the previous warranty and repair system. Effective immediately, Asus has deployed a new email where customers can submit a template email to receive a refund for any wrongful charges and shipping costs the customer incurred. Both in-warranty and out-of-warranty claims are eligible for a refund for shipping costs.
Asus has also created a new division tasked with searching through all previous customer claims to rectify any issues, as well as forming an entirely new support center in the US. This new location will allow customers to pick between repairing a damaged board or exchanging it for a refurbished one at a faster timeline.
Finally, regarding a widely known issue regarding the ROG Ally’s faulty microSD card reader, Asus has stated it will make a formal statement regarding that issue next week. Asus has officially apologized to any customers who were wronged, stating “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.”
MSI is actually making two new Claw gaming handhelds powered by Intel Lunar Lake chips
The company is moving on from the flawed original.
How do you get a refund if you’re affected by Asus charges?
What to do if you were impacted
If you feel you were denied or unfairly charged for any repairs that should have fallen under your product’s warranty. You can submit an email to executivecare@asus starting today using the following template:
Asus should respond to your request within a week of receiving your request.
4 reasons why Xbox needs to release a gaming handheld right now
Xbox has lost the console wars, but a handheld gaming device could be its savior.
