Customer Relations Management

GIGABYTE strives to provide the best service and to build constructive, long-term relations with our customers. We work to deliver the best quality at the operational level and for product services. Quality management is practiced during the product design, manufacture and sales stage. For customer service, we comply with the relevant standards on international trade tariffs, fair trade, hazardous substance prevention, anti-bribery, anti-boycott regulations, sustainability standards and human rights conventions. Customer requirements are closely monitored to consolidate our trust-based relationship with customers.

Quality Management

To ensure the delivery of high-quality products and services, GIGABYTE has proactively implemented multiple international management systems and obtained relevant certifications. These include standards for Quality Management, Environmental Management, Hazardous Substance Management, Occupational Health and Safety, and Information Security. Through systematic management and continuous improvement, we consistently enhance operational efficiency and product quality to meet the diverse needs of our global customers. Notably, in 2025, there were no major product recall incidents.

Overview of the GIGABYTE technology management system

Customer Privacy Protection

To ensure the proper protection of confidential customer data from business transactions, GIGABYTE explicitly stipulated in the “GIGABYTE Corporate Code of Conduct” that the Company is committed to ensuring the privacy and security of information supplied by customers and consumers. Customer data may not be queried without proper business reasons. If customer data is queried as part of the business process, they must be accessed through legitimate pathways and customer data protected against unauthorized exposure or usage.

A Personal Information Protection and Management Committee was therefore established in accordance with the governmentʼs “Personal Information and Protection Act” to define and enforce the “Personal Information Protection and Management Regulations.” Proposals for making future improvements to personal information risks are also developed on an ad hoc basis to protect customer information. For more information, please refer to “GIGABYTE Privacy Policy”.

Protection of Customer Rights

GIGABYTE highly values comprehensive after-sales service and has established internal protocols, such as the “Customer Complaint Handling Procedures” and “Customer Issue Resolution Procedures,” to protect consumer rights. In 2025, a total of 8 customer complaint incidents were recorded, primarily involving appeals regarding product repairs. Maintaining a proactive approach, GIGABYTE followed its internal regulations to ensure dedicated personnel contacted the claimants within specified timeframes at each stage of the process. All cases have been properly resolved through effective communication or product replacements, successfully addressing consumer concerns.

Customer Complaints Handling Procedure

Customer Satisfaction

GIGABYTE values the voice of every customer. In addition to establishing physical service centers in Taiwan to provide repair services and technical support, we have implemented online feedback channels for real-time problem reporting. We also conduct regular satisfaction surveys to continuously optimize our service quality. In the 2025 GIGABYTE Group Taiwan Customer Satisfaction Survey, a total of 8,667 questionnaires were collected. Among these, 100% of customers provided a satisfaction rating of three stars or higher, successfully achieving our annual management target of 95%.

Customer Satisfaction of Service Centers over the Past 4 Years