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How Asus is overhauling its customer support after Gamers Nexus investigation

The Asus ROG Zephyrus Duo 15 half open from the back.
Photo by Monica Chin / The Verge

Asus’ reputation for customer support has been tarnished, and the company is now pledging a long list of concrete fixes to Gamers Nexus. Chief among them: if you’ve ever been denied a warranty repair or charged for a service that was unnecessary or should’ve been free, Asus wants to hear from you at a new email address. It claims those disputes will be processed by Asus’ own staff rather than outsourced customer support agents.

And, after failing to even acknowledge the ROG Ally handheld’s SD card reader issues for over a year, the company will be finally be issuing a formal statement about the defect next week, Gamers Nexus is reporting.

One month ago, GN revealed that Asus could in some instances charge customers for unwanted and…

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