ASUS Enhances Customer Support Following Gamers Nexus Investigation

[freeagent]

It's all part of internet rage. It's like when fat tech jesus went after newegg a year or two ago. I've been using newegg for 21 years with tens of thousands of $$ worth of purchases and I've never had one issue.

I buy my hardware from Newegg, and my coolers from Amazon

Edit:

Did grab my GPU from Amazon, crazy good deal back then.. now not so much.

 

[Prima.Vera]

The fact that they had a meeting with GN, which nobody demanded, since they could just issue a press release or something, makes me believe that this time Asus intentions are genuine and honest. The fact that they acknowledged everything and made promisese to improve things, I believe they were honest enough to give them credit. I will not make and callous or smartass comments, not until it proves also for this to be true.

 

[taka]

ASUS won't change that easy. Until they understand that sometimes even if it's about CID you should replace the product, not because you lose some money then, but because you will lose more in the future.
A happy customer will return and also bring others with him.

 

[Deleted member 229121]

Well it's a step in the right direction at least.

ASUS aren't afraid of GN they're afraid of the FTC and getting their bottom line affected.
That being said anything promoting consumer rights is A-OK in my book. Good work GN.

 

[529th]

This is still not enough. I am not seeing anything regarding sending new products back to people who have issues with new products.

What happened in this video must NEVER happen again, EVER

There is no excuse and if I had to deal with this, I would never purchase an ASUS product ever again.

In my experience regarding the comment in the video that RMAs are being sold in EU, (they sell and or return RMA with RMAs all over the world) most PC hardware component companies have been doing this for as far back as my EVGA X58 Classified and as recently as my X570 Rev 1.0 Gigabyte Aorus Xtreme. Probably longer. They do not want to take the loss on the sale.

IMO these people in these companies need to physically be beaten up for doing that shit

 

[ypsylon]

It's such a shame that EVGA - basically - went under. They were the poster child for Customer Service.

What Asus is doing (scamming/cheating) for past 20 years is on the opposite side of the spectrum.

Best EVGA CS story: I had X99 Classified (well few of them actually). In this one case board was couple months after warranty period elapsed and I've managed to ESD it when screwed back the chipset waterblock after cleaning. I've asked, guys at EVGA EU responded after like an hour, they told me to put the original radiator back, prove that CPU socket is not damaged (photo) and send it for replacement. Best 50 Euros (S&H) I've ever spent for RMA process. Got new board week later!

 

[DaemonForce]

I'm not holding my breath over this one but good on executive response in action I guess?

 

[bug]

The only way Asus is the good guy here is if you're willing to believe their employees or partners have been secretly scheming to screw users.
I will continue to believe this a numbers game: if you can save more by screwing the users, that's what you'll do; if bad publicity costs more than screwing your users, you start loving your customers.

And I'm not singling out Asus here, I am the "proud" owner of a dead (on arrival) motherboard that AsRock confirmed via email needs replacing. Why am I still the owner, you ask? Because they sent back the same mobo I sent them to fix, that's why.

 

[chrcoluk]

The only way Asus is the good guy here is if you're willing to believe their employees or partners have been secretly scheming to screw users.
I will continue to believe this a numbers game: if you can save more by screwing the users, that's what you'll do; if bad publicity costs more than screwing your users, you start loving your customers.

And I'm not singling out Asus here, I am the "proud" owner of a dead (on arrival) motherboard that AsRock confirmed via email needs replacing. Why am I still the owner, you ask? Because they sent back the same mobo I sent them to fix, that's why.

Things come go in cycles, in 10 years dont be surprised if we have the same discussion about the same problem from the same company.

In my experience regarding the comment in the video that RMAs are being sold in EU, (they sell and or return RMA with RMAs all over the world) most PC hardware component companies have been doing this for as far back as my EVGA X58 Classified and as recently as my X570 Rev 1.0 Gigabyte Aorus Xtreme. Probably longer. They do not want to take the loss on the sale.

IMO these people in these companies need to physically be beaten up for doing that shit

At one point it was widespread, and I am not surprised to see it still happens.
Its a reason board boxes are not fully sealed, at one point motherboards were being shipped in boxes not sealed at all, so then a customer wouldnt be immediately aware they buying a previous return as a new product.
As you said people dont want to take the hit on selling it as a B grade product.

 

[sethmatrix7]

Hopefully this is a change towards giving a shit about customer satisfaction. Their products are very nice when the design isn't defective. A recall or lifetime swapout guarantee on the ROG Ally would be a good start.

 

[RayneYoruka]

Well this might get me buying again Asus in the future

 

[Vayra86]

Only time will wash off this stain from the Asus brand, especially in the gaming space. Its anyone's guess how much time. Even if they 'fix' it now, and prove it, I wouldn't be convinced things are the same next year.

 

[Bigshrimp]

It's much harder to get any goodwill back after its been crushed in the eyes of the customers. If you can keep your customers happy with logical and productive processes, it will make life easier on both side of the issue.

Asus will have to improve their support structure and underlying infrastructure to make notable changes to be able to provide better support services. It will cost them more money, but that's a part of doing business and being honest with their warranty, support and overall image. You can't keep customers if they feel lied to or get bullied into paying for crap they don't want.

 

[ymdhis]

They make an apology and vow to never do it again, then a few years later there will be a cost-optimization corporate downsizing, the enhanced customer support will be one of the things getting axed, and things will go back the way they were. Rinse and repeat.

 

[qlum]

Sometimes companies have their head a little to deeply up their ass. I don't doubt that Asus primarily self interested, but if at least they make some smaller changes that vastly improve the experience it would be a win.

Independent repair centers having to go through Asus to claim customer induced damage will help a lot. It is them not Asus that profits from the claim and extra repairs.

 

[Outback Bronze]

What happened in this video

Gees, that was painful just to watch!

Never really had any issues with Asus so far. Did have one mobo die on me which was an Asus X58 P6T deluxe, other than that had pretty good success.

 

[freeagent]

...what a weird thing to say.

On even the most individual basis, holding Asus to account in some public way might improve your RMA experience in the future if anything goes wrong. You're sitting there like "lmao look at these sheep rofl calling Asus out and potentially saving people from awful RMAs possibly even me someday hee hee"

Very strange outlook.

And yes, I am a (former) Asus customer who gave up because of their just... awful driver support.

I dont know, maybe you are new but.. Gigabyte, MSI, everyone has had to eat a bowl of shit in public.

Know why?

Because they brought it on themselves. And people still buy them.

 

[sethmatrix7]

I dont know, maybe you are new but.. Gigabyte, MSI, everyone has had to eat a bowl of shit in public.

Know why?

Because they brought it on themselves. And people still buy them.

Maybe you are new but... is this the part where we pretend Gigabyte and MSI make defective products, charge for repairs that aren't needed, and are well known for dogshit support?

 

[freeagent]

Maybe you are new but... is this the part where we pretend Gigabyte and MSI make defective products, charge for repairs that aren't needed, and are well known for dogshit support?

Whatever you say boss

 

[Patriot]

I dont know, maybe you are new but.. Gigabyte, MSI, everyone has had to eat a bowl of shit in public.

Know why?

Because they brought it on themselves. And people still buy them.

I have had generally good success with Asus boards but everyone has their lemons.

I have also RMAd the same board 3 times to Asus and they never fixed it.
So in general good hardware, but also shit rma service even back to the AM2 days.
RMAd a 6900xt to them, got a different model back that also was unstable so... I was done with Asus before their melty socket issues.

AM4 asus boards are pretty solid, but am5 at least first gen were pretty rocky.

Every vendor has lemon boards, they pump soo many boards out it is hard to avoid, that is why reviews are important and brand loyalty is kinda stupid.
Should Asus change ill look at them again, but every vendor has done shitty things at some point or another.
Someone in here nailed it, if being good to customers wins them market share and profits.... they will do it, if cost cutting does, they will do it... its all about money, they don't care about you.

 

[ty_ger]

It's such a shame that EVGA - basically - went under. They were the poster child for Customer Service.

I saw EVGA do worse than what happened in this story. Multiple times. Makes me puzzled. In the last couple of years, EVGA's warranty department went to hell. And no one could get any techtuber to talk about it. Odd.

 

[freeagent]

I am going to reply ban myself from this thread for 7 days

Edit:

Nope I cant lol.. I tried.

 

[SRB151]

None of them are perfect, but I will say I have had to return two different MB (several years apart) to Gigabyte,. One, the original board was repaired, the second, (just a couple of months ago), The board had a design defect, and was sent a complete NIB board and all accessories.

What I don't care for is that Gigabyte nuked all of their forums. Those were invaluable for settings and quirks that exist in many boards (RAM timings, etc.) that are extremely hard to find with the state that the search engines are in now.

As for Asus, until the GN report, I've never heard of a company charging in excess of list price for a replacement, in or out of warranty for a video card.

 

[Kapone33]

My very first post on TPU was a 6 paragraph rant on how desultory they are when it comes to Customer Service. Call it what you will but these type of videos actually work. Newegg used to be the worst Company to deal with returns and would always try to blame you, until GN did a video and I was able to send back my 7900XTX no questions asked. MSI also used to be bad and after the GN video I was able to get a replacement for my X570S Ace Max in 3 days.

The best Service I ever had was with Seagate. The person actually looked to see what Container he could get me a replacement from.

 

[Metroid]

One thing is saying it will do, another thing is actually doing it. I will wait and see.