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In this video, we meet with ASUS physically to go over the ASUS RMA and warranty investigation. This follows our ASUS ROG Ally warranty claim series, with each episode linked below. Our objective is to see improvement for the betterment of the community, especially because ASUS is a sales leader and can set the example for its competitors.
LEARN ABOUT ASUS' COMMITMENTS & find the ASUS fast-track customer service template to be re-examined for past warranty claims, including for refunds of shipping, parts and labor, and other unfair charges: https://gamersnexus.net/news-features/confronting-asus-face-face (includes the fast-track customer service email address and other commitments)
Watch Part 1 (ASUS Scammed Us): https://www.youtube.com/watch?v=7pMrssIrKcY
Watch Part 2 (ASUS Says We're Confused): https://www.youtube.com/watch?v=I3DwhTc7Z4o
Watch Part 3 (ASUS On Government's Radar): https://www.youtube.com/watch?v=uYdtpU8FKO8
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Find our Newegg saga here: https://www.youtube.com/watch?v=2fnXsmXzphI&list=PLsuVSmND84QtAQc1-VjA5gT5v6ugM1gdZ
TIMESTAMPS
00:00:00 - Tension with ASUS
00:01:19 - Making Progress
00:03:15 - Why We're Doing This
00:05:43 - Timeline & Recap So Far
00:07:17 - ASUS at Computex
00:09:53 - Discussion 1: Global Director of Marketing
00:14:16 - Discussion 1: Apology from ASUS & First Request
00:16:41 - Discussion 1: Repair Deficiencies
00:18:50 - Escalating to an Executive of Customer Service
00:22:26 - Discussion 2: Head of Customer Service & Sr. Manager of CS
00:27:55 - Discussion 2: Is Statement 1 a Lie?
00:37:30 - D2: Making Progress
00:40:30 - D2: Refunds Promised
00:41:38 - D2: Shipping Refunds
00:43:40 - D2: Waiving Shipping for Repairs
00:45:00 - D2: Extending Repair Part Warranty
00:51:46 - D2: Changing ASUS Advance RMA Restrictions
00:56:15 - D2: KPIs & Employee Guidelines
01:01:36 - D2: Recapping the Improvements
01:07:19 - Conclusion & Results
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Steve Burke: Host, Writing, Editing
Mike Gaglione: Camera, Editing
Vitalii Makhnovets: Camera, Editing
Andrew Coleman: Editing