Asus agrees to a whole raft of US warranty service improvements after it meets with Gamers Nexus

HardwareAsus agrees to a whole raft of US warranty service improvements after it meets with Gamers NexusWhen you purchase through links on our site, we may earn an affiliate commission.Here’s how it works.

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Confronting ASUS Face-to-Face - YouTubeWatch On

Confronting ASUS Face-to-Face - YouTube

Asus’first response to the criticismof its US warranty process was decidedly tone-deaf and all of us in the PC Gamer office felt that it made recommending its hardware a difficult choice, regardless of how good it was. The companyvowed to ‘do better’barely a week after that response, but I should imagine that Gamers Nexus felt that it wasn’t enough, hence why it pressed for a direct meeting with Asus at Computex.

In the recording of the meeting above, Burke presses Asus’ representatives on a number of points and while I don’t revel in seeing anyone being put under pressure, the initial responses tried to side-step things as much as possible. Persistence won through and although Burke didn’t get the best possible answers from Asus, the overall outcome is all that matters.

Right now, it’s mostly statements on whatAsus plans to change and introduceregarding its handling of warranty claims in the US. However, some things are far more concrete, such as having a dedicated email (executivecare@asus.com) for customers to use for RMAs that they felt were handled incorrectly. Asus has created aspecific templatefor such emails to help fast-track any claims.

The company will also post a formal statement about theSD card overheating issuein the ROG Ally at some point this week. It’s not something I’ve experienced with the Ally personally, but given that the reader is locatedright underneath a heatpipe, I should imagine prolonged use of the handheld PC with an SD card installed would eventually bump into the problem.

As things currently stand, our feelings on the whole matter haven’t changed all that much—not yet, at least. Until it’s totally clear that Asus' warranty support in the US works properly, then recommending its hardware will always come with the caveat that American customers may not experience a satisfactory RMA should any problems arise.

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Gamers Nexus has said it has “devices in their RMA centers under pseudonyms” and plans to “continue sampling them over the next 6-12 months,” so we’ll know in due course whether Asus has fully committed to improving or not.

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Best CPU for gaming: Top chips from Intel and AMD.Best gaming motherboard: The right boards.Best graphics card: Your perfect pixel-pusher awaits.Best SSD for gaming: Get into the game first.

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