ASUS Professional Standards & Ethics 3 — Questions and Answers
Question 1: During a repair, a technician notices the customer's device contains content that may be illegal. What is the appropriate response?
- Delete the content immediately without reporting
- Stop the repair, document findings, and report to the appropriate authority per legal requirements (Correct answer)
- Complete the repair and pretend not to have seen it
- Show the content to coworkers before deciding
Correct answer: Stop the repair, document findings, and report to the appropriate authority per legal requirements
Technicians who encounter potentially illegal content must follow legal reporting obligations and should not tamper with evidence.
Question 2: Which of the following best describes informed consent in the context of device repair?
- The technician decides what repairs are needed without input from the customer
- The customer is given a clear explanation of the repair, costs, and risks before authorizing work (Correct answer)
- The customer signs a blank authorization form at drop-off
- Consent is assumed once the device is left at the service center
Correct answer: The customer is given a clear explanation of the repair, costs, and risks before authorizing work
Informed consent means the customer understands and agrees to the repair scope, cost, and potential risks before work begins.
Question 3: A technician is asked to repair a device that is still under manufacturer warranty but has clearly been opened by a third party. What should they do?
- Proceed with the repair without mentioning the voided warranty
- Inform the customer that third-party opening likely voided the warranty before proceeding (Correct answer)
- Refuse all service without any explanation
- Open the device further and complete repairs at no charge
Correct answer: Inform the customer that third-party opening likely voided the warranty before proceeding
Disclosing warranty implications before proceeding ensures the customer can make an informed decision.
Question 4: How should an ASUS-certified technician handle a situation where a repair is beyond their current skill level?
- Attempt the repair anyway to avoid looking incompetent
- Acknowledge the limitation and escalate to a more experienced technician or specialist (Correct answer)
- Return the device without any explanation
- Charge the customer and delay the repair indefinitely
Correct answer: Acknowledge the limitation and escalate to a more experienced technician or specialist
Recognizing personal skill limits and escalating appropriately prevents further device damage and upholds professional integrity.
Question 5: What does 'duty of care' mean for a certified hardware technician?
- Caring only about the physical appearance of the repaired device
- Taking all reasonable steps to avoid causing harm to the customer's device or data (Correct answer)
- Guaranteeing that all repairs will succeed without any issues
- Performing repairs as quickly as possible regardless of quality
Correct answer: Taking all reasonable steps to avoid causing harm to the customer's device or data
Duty of care requires technicians to act reasonably and diligently to protect the customer's property and data during service.
Question 6: A customer requests that a technician install software of questionable legality. What is the ethical response?
- Install it since the customer is responsible for what they request
- Decline and explain that installing unlicensed software violates professional and legal standards (Correct answer)
- Install it but charge extra for the risk involved
- Install it only if the customer signs a waiver
Correct answer: Decline and explain that installing unlicensed software violates professional and legal standards
Installing unlicensed software is illegal and unethical regardless of customer request or waiver.
Question 7: Why is it important for ASUS-certified technicians to keep their certifications and technical knowledge up to date?
- To increase their hourly billing rate automatically
- To ensure they provide accurate, current, and safe repair services aligned with evolving ASUS products (Correct answer)
- Certifications are only required at initial hire
- To avoid talking to customers about technical details
Correct answer: To ensure they provide accurate, current, and safe repair services aligned with evolving ASUS products
Ongoing education ensures technicians remain competent as ASUS products and repair procedures evolve.
ASUS Professional Standards & Ethics 3
During a repair, a technician notices the customer's device contains content that may be illegal.
What is the appropriate response?