Asus' tone deaf response to ongoing RMA support issues isn't going to encourage me to keep recommending Asus tech

Almost a week on from a Gamers Nexus video detailing its own, and many others' terrible RMA experiences with Asus' customer support, the company has finally released a statement addressing what it calls «some gaps in our RMA communication process in the US and Canada.»

And it's still not a good look.

I've said this to Asus myself; it's a pretty damned tone deaf response to the issue. Its statement, which you can read in full below, seemingly absolves itself of any problems within the process beyond poor communication, and effectively lays the issue at the door of customers getting confused and not understanding how it all works.

Here's the statement in full:

Recent feedback has highlighted some gaps in our RMA communication process in the US and Canada. We deeply apologize to our customers and the community for any confusion and frustration they might have experienced from this. We have taken your feedback to heart and are committed to making improvements.

We want to assure our customers that any repairs covered under the manufacturer's limited warranty have always been and will continue to be free of charge. It is never the intent of ASUS to charge any customers a fee that does not directly address the device malfunctions they are experiencing. We now recognize that the current process and the language used does not adequately convey this information. We are working diligently to make changes in the best interest of our customers.

In addition to addressing issues on an individual basis with our customers that have come forward, we are also making changes to our RMA process. Effective May 16th, 2024, we will implement the following actions to optimize the customer repair experience:

If you need further assistance with your repair, please contact us at 1-888-678-3688 (U.S. and Canada) or visit the ASUS Support website at  https://www.asus.com/us/support/  to reach us. We are dedicated to resolving your concerns and ensuring your satisfaction.

To give a quick