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ASUS apologized in May 2024 for confusion and frustration over RMA communications in the United States and Canada, and said it was changing its processes. Its published service timeline now extends through June 12, 2026. For U.S. customers, an out-of-warranty repair can involve a non-refundable diagnostic fee and a separate repair quote; ASUS says repairs covered by its manufacturer’s limited warranty remain free. Here’s what ASUS says changed, what is currently listed for U.S. RMAs, and how to document a disputed charge.
What ASUS apologized for—and what it promised
On May 15, 2024, ASUS said customer feedback had exposed gaps in its RMA communications in the United States and Canada. It apologized for the resulting confusion and frustration: “We deeply apologize to our customers and the community for any confusion and frustration they might have experienced from this.” ASUS said repairs covered by its manufacturer’s limited warranty had always been free and would remain free. It announced changes effective May 16, including revised out-of-warranty repair pricing and a review of abnormal pricing. ASUS’s May 15 statement describes the company’s response; it does not establish how every individual case was handled.
On May 23, ASUS said it was improving quotation emails, repair communications, and the service process. Its service-enhancement timeline lists later changes through June 12, 2026. ASUS describes the goal this way: “We recognize that our warranty, RMA communications, and repair services have not consistently met these high standards, and we are committed to doing better.” These are company-reported changes, not an independent measure of dispute outcomes.
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ASUS’s timeline groups the updates across several dates. Availability can depend on the product and service context, so check the current listing for the device you own.
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| Date | Changes ASUS lists |
|---|---|
| October 2024 | Online troubleshooting. |
| May 2025 | Simplified issue reporting, changes to outbound shipping for mixed repairs, and expanded motherboard repair test reporting. ASUS says the reports confirm completion of 17 repair-center tests; that is a description of the reporting feature, not a statistic about customer claims or repair success. |
| June 2026 | Repair assistance, access to genuine parts, motherboard compatibility support, and pre-shipment photos. ASUS says its Parts Shop supports eligible out-of-warranty repairs and allows searches by product category, part number, or serial number. |
What GamersNexus reported after meeting ASUS
In a June 14, 2024 report, GamersNexus described additional commitments it said ASUS made after a meeting. The outlet explicitly said it compiled this list itself; it was not a document supplied by ASUS. It reported that ASUS had created an email route for reconsideration of prior RMAs; committed to refunds of certain repair, shipping, labor, and tax charges in qualifying cases; moved customer-induced-damage determinations from repair centers to an ASUS team; and planned a U.S. support center offering a choice between repair and a refurbished motherboard. The report is evidence of what GamersNexus said ASUS committed to, not proof that every commitment was implemented for every customer. See GamersNexus’s account for its scope and wording.
How the U.S. RMA process works now
ASUS’s current U.S. instructions distinguish shipping a product in from an out-of-warranty service request. The listed fees and steps below are U.S.-specific; ASUS says fees and processes can change, so confirm the live instructions for your product and location.
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Shipping a product to ASUS
ASUS says U.S. consumers can purchase a one-way shipping label starting at $25 for components and $40 for system products. Check the U.S. Online RMA Instructions for the applicable product instructions and current terms.
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- Submit the service request following ASUS’s U.S. instructions for your product.
- Pay the advance diagnostic fee. ASUS says this fee is non-refundable, does not include the repair, and includes two-way shipping.
- Wait for ASUS to examine the device and send a repair quotation.
- Review the final quotation. ASUS says repair begins after payment of that quotation is confirmed.
Those out-of-warranty charges are distinct from a repair covered by the manufacturer’s limited warranty, which ASUS said remains free. The current page should control for fees and process details.
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How to challenge a warranty denial or disputed charge
A clear written record makes it easier to understand whether the dispute concerns warranty eligibility, damage classification, a quoted repair, or shipping. GamersNexus’s Warranty Response Kit recommends concise communication and says it is not legal advice.
- Gather the identifiers. Include the product and model, serial number, purchase date, order number, and a concise description of the defect.
- Preserve evidence. Keep the receipt, support messages, RMA number, quotations, payment records, and any available photos of the product’s condition before shipment. ASUS lists pre-shipment photos among its June 2026 service updates; availability may depend on the service context.
- Ask for the decision in writing. If coverage is denied or a charge is disputed, request the specific reason, the damage classification if relevant, and an explanation of the quoted amount. Ask support to confirm warranty coverage in writing.
- Request return and packing instructions before sending the device. Follow the manufacturer’s or repair center’s directions; do not assume a particular container or packing method is acceptable.
- Keep messages focused. State the remedy you are seeking and refer to the relevant RMA or quote so the case can be tracked.
GamersNexus’s U.S.-focused guide gives further examples of starting a warranty repair request and organizing the response. It does not establish a guaranteed appeal outcome.
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What customers can—and cannot—conclude
The public updates show that ASUS acknowledged communication problems and has continued to list service changes. They do not, by themselves, prove that every RMA now follows the same process or that every earlier complaint was resolved. The available sources do not establish a reliable population-wide rate for ASUS RMA disputes; anecdotes, individual claims, or video views should not be treated as an incidence statistic.
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