ASUS loves their customers - Free 1 year Accidental Damage Warranty

Isn't there a service tag number on the laptop somewhere?

 

no, they use the serial # at asus. the warranty stays with the notebook regardless of who owns it (I just sold a G51 recently and this is what tech support said when I tried transferring the warranty)

 

Oh ok, I didn't know that, thank you.

 

you should, it just distracts too many people

anyway, good to see a pretty lady so much into tech!

cheers!

 

The warranty card that you're suppose to send in is for the 1 year accidental damage protection. Your laptop (I'm assuming it's the U6Vc) should also include a 2 year global hardware warranty which covers a keyboard replacement. When you contact Asus and setup an RMA, you can have them cross-ship you a new keyboard instead of sending your laptop in. Doing it this way will save you heaps of time.

 

I'm sure this info is mentioned somewhere in this thread, but I'm not going to read 5 million page.

Anyway, I tried to sign up for the ADW and I waited....and waited for the confirmation email (since the site said I qualified). It never came. Called Asus 3x to get the right answer but turns out, if you bought your laptop from Best Buy and some other retailers (info in fine print on the ADW initial page), you don't qualify.

So I don't qualify. That bites.

But the laptop is good so far, anyway.

 

Not Asus' fault, really. The ADW issue is one of the well established reasons (known for at least the past 2 years here) that submodels sold by BB and select others have lower prices than the versions being offered by mainstream resellers -- the other main ones being slightly lower spec'd components, 12 month vs 24 month standard warranty, and lack of bundled extras (backpack, mouse).

You still got what you paid for (a moderately high performing system for good price), but the quality of the product isn't appreciably different on yours than regular resellers' product.

 

Just want to make sure I did this correctly, I went to the Asus ADW site, sigened up, got my email confirmation, now I just need to send in the requested information and I'm done, correct?

I DO NOT need to mail in the card that came with my warranty terms, since i entered everything into the website, correct?

Sorry if it's been answered, at work and don't have a lot of time to go through the past threads.

 

Here's a question for all you ADW Gurus:

What should we do when we send in the ADW Card, to the correct address, zip code, etc, and the envelope comes back with this on the front:

"RETURN TO SENDER

NOT DELIVERABLE AS ADDRESSED

UNABLE TO FORWARD 3-03-2010"

I addressed it exactly as advised by the product ADW Warranty Card, and look at the result, RETURN TO SENDER! Frankly, I do not know what to do to proceed if their address is no good.

Any suggestions? I have tried to call the Asus Warranty telephone number without success tonight also, so no luck there either. I have 1-888-678-3688 as the general Support telephone number, is that right or wrong, also?

Thus, so far I have struck out twice: mailing in the ADW card, and calling ASUS Support.

I'd really like to activate my ADW warranty as I travel a lot, for my job and for pleasure also, so this was an important consideration when I bought this laptop. If I can't activate the ADW warranty I am feeling a bit cheated by the whole process with Asus... and I would hate to have a warranty issue with Asus and not be able to successfully contact them via telephone, or email, or both.

I have seen/read a lot of complaints about Asus warranty service, and Support, mostly for things like I am posting about tonight. They *should* be accessible, easy to reach, and eager to stand behind their so-called ADW warranty and the general warranty, AND offer tech support for people who are having problems with their laptops and desktops.

If they are hard to contact it defeats the whole premise of warranty support. I am sorry for posting so negatively, but I find it very strange to have bought into the Asus program, and so far no luck in sending in my warranty card or being able to contact their Support site via telephone. It's like they don't exist for Support for me yet, not that I need it now, but what if I should need it...? :rolleyes2:

 

Which address did you send your card to?

It should be:
800 Corporate Way
Fremont, CA 94539

 

No, that's NOT the address on my particular ADW card...here's where it told me to send the card:

Asus Accidental Damage Warranty
Asus Computer International
44370 Nobel Drive
Fremont, CA 94538

If that is wrong, then WHY do they have it in big, bold print on the ADW Card? WHERE did you get the address you furnished, David? I certainly don't have it! Also I didn't get anything with my UL30Vt-X1 computer in terms of "normal, everyday Warranty Cards, booklets, or product manuals" for the computer I bought. There was a generic "Notebook PC User Manual" which was not specific to my notebook, and also an "Express Gate Manual", which was about that software program, but NOTHING specific to the UL30Vt-X1. I found that very strange also!

Frankly, I am very disappointed in Asus, I mean really now! If I'd have needed them for something important, or if I had an accident with the notebook, right now I'd be screwed...with no contact, or mode of contact actualized yet. Do you or does anybody else have a different telephone number to call than the one I listed above? THAT is no good here, just get a constant ring, ring, ring, then the call "vanishes" and there's nobody there...repeat calls get the same result, ring ring ring, then nothing.

FYI I live in Southern California.

I'd like to be able to call them, you know what I mean?

 

Headquarters Address:
800 Corporate Way, Fremont, CA 94539, U.S.A.

Notebook Technical Support
Email: http://vip.asus.com/eservice/techserv.aspx
Notebook ONLY Hotline: 510-739-3777 ext. 5110

RMA Support:
Monday - Friday: 9AM - 5:30PM PST
E-mail: [email protected]
Tel: 510-739-3777
Fax: 510-608-4511

Notebook Sales Hotline
Tel: 888-678-3688

My UL30VT-A1 warranty card has the 800 Corporate Way address, that's why I know. Also all their RMAs go to the same address which I've done before.

 

That is a very, very complete post, so thanks a BUNCH David, it's really, really appreciated! :yes:

I even rummaged around the Support web site last night, very late, and I *found* the online way to Register for the ADW! And proceeded to do just that, got a confirming email, and today mailed in my documents (Bill of sale, confirming email copy, and cover letter) to a special Asus address, and BAM! All is well in Asus Land, between your post and my success last night at the web site. :yes:

I am once again jazzed about Asus products, and feel covered 100% now with respect to warranty, and now the ADW warranty coverage is down, and dirty.

It's sure a LOT different than a big company like Apple computer, or even Acer Computer International...they are both very easy to reach, and contact, and their methods of initiating a repair is simple, to a "T"...both are like that in my experience. Asus is somewhat vague, and out of the loop, and you sort of have to *know* where to look, and call, and have to have special insight into their programs to get on the good-book. :rolleyes2:

Anyway, thanks for the lesson in 'Asus addresses and phone numbers', it is good to finally have real numbers to call, even if the notebook line is a direct dial call, not even an #800 number!

 

Amazing what happens when you have the correct info.

 

That's where I sent my ADW card. I kept a photocopy of my ADW card, my tracking number, and my receipt, just in case they screwed up.

 

That's odd -- mine says 800 Corporate Way...

 

Just purchased my first Asus notebook and noticed the enclosed Product Warranty Registration Card mentions "Register within 60 days and get an extra one year Accidental Damage Warranty." My question is: Do I really have to mail in my product registration card and sales receipt? Or can I activate the ADW by just registering online? (Note: I've already registered my product online. Am I done?)

Also, is ADW the same as "warranty extension?" Because the FAQ mentions "3. After completing product registration, please click in "Warranty Extension Activation" on left menu to activate extended product warranty." but this option is not available anywhere that I can see on the Asus members site. Does this happen automatically once I have registered online (for US or North American customers at least?)

 

I didn't have to mail mine in. I was able to fax it to them and I got my confirmation of enrollment in the ADW.

 

So it starts at the date of purchase and not when you receive it? Well, that sucks for us with back-ordered N61JQs.

 

Interesting, how did you know where to fax it? I don't see any fax numbers on my Notebook Warranty Card. Or did they email you after you registered your product online?

Are you in North America too?

 

If you tried e-mailing Asus, all their replies will have this signature:

ASUS Notebook Customer Service
Tel: 1 (888) 678-3688 ext 2, ext 2
Fax: (510) 797-2614
Business Hours: MON-FRI, 7:30 AM – 6:00 PM, PST

 

Um...ya obviously if you buy the G73 (or any ASUS) through best buy you do not qualify for the 1 year accidental..Obviously a contract between the two and monopoly to make people BUY the accidental through best buy (something that is free to others)..found that out today ; (

And....no...I did not buy the accidental nor would I ever purchase insurance/something other than direct hardware from that damn store

 

if this apply to all ASUS model??

 

No, the accidental warranty only comes with select Asus notebooks, particularly the ones from online resellers. Asus notebooks sold at Best Buy and probably among others generally will not carry the accidental warranty.

 

@David.......

Maybe you know the answer to this, (or anyone else if they know the answer to the question) since you are apparently very tight with Asus and their policies, warranty and RMA issues (as shown in many posts here):

When Asus says: "If you register for Accidental Damage Warranty coverage within 60 days of purchase, you qualify for an additional 1 year of ADW coverage,'" which Asus indicated was the case with my new notebook, an N71JQ-A1, do they NOTIFY you in any formal way that this coverage has been implemented, started, begun, or are we to simply assume that it IS in place?

Yesterday I sent in all the paperwork to qualify for the ADW coverage, and registered the new notebook online (as usual, thanks to David's clear, concise and complete instructions) also, but there was no mention of this "2nd year" of coverage in any of the sections of paperwork that I filled out, nor was there any mention of it on any Asus web page regarding warranty coverage, specifically the ADW coverage, nor was there any mention in the regular warranty coverage provisions online.

If David, or anyone else, is familiar with this "new provision" of ADW coverage I'd appreciate an answer regarding the alleged "2nd year" of ADW coverage because I sure could not find any mention of it anywhere other than at Amazon.com's web pages for pre-sales claims, and somewhere else, too, which I cannot remember for the life of me today because I went looking for info about the "2nd year of ADW" and couldn't find what/where I read about it previously.

Thanking you in advance...

 

rexrzer,

ADW is only available for the first year. The "additional" 1 year ADW coverage refers to 1 year ADW coverage on top of the 2 year standard global warranty. Technically, if you don't register and mail in your warranty registration card, you only get the 2 year global warranty. By mailing in the card, you simply activate the 1 year accidental damage warranty.

Pertaining to notifications, Asus has never provided me with any sort of formal notification stating when my warranty starts/ends. However you should be able to find out by calling Asus

 

Which page are David's instructions on?

 

If you're referring to how you register or activate your warranty, then follow these steps:

1. Go to https://vip.asus.com/login.aspx?SLanguage=en-us
If you're not an Asus member, join and fill in the information requested. Else, login with your user name and password.

2. Once your member home page is loaded, click on "Product Registration" button on the left of your screen and submit all information it asks.

3. Now for the paperwork. Go through the paperwork that was included in your Asus notebook. There should be a little warranty booklet and inside should be a page that looks like this:



Fill out the card, scan a copy of your sales receipt and mail it to:

Attn: ADW Notebook Warranty
ASUS Computer International
800 Corporate Way,
Fremont, CA 94539
USA

If your warranty card lists a Nobel Drive address, do NOT send it to that address. The 44370 Nobel Drive address is Asus's old address and if you send it there, it will simply get returned back to you.

 

I actually went about registering for the ADW provisions of the warranty a little differently, but the result is the same.

In the Asus Member Support web pages there is a URL that is titled "Register for Accidental Damage Warranty", and I can never seem to find it to *share* it with everybody, but I've found it twice and registered both my Asus notebooks that qualify for that particular warranty by using it. :smile:

Trust me, it's there somewhere in the Asus Member warranty support/registration pages, on the left side of one of those pages, and once you click on it magic happens:

You are taken to a separate web page where you fill out a proper registration for the ADW warranty, just like you did for the product's 2-year warranty. Once that page is completed, you hit "Submit" at the bottom, and that brings up yet another *coded* web page with a special "Registration Verification" number on it. It also gives you the address to send your paperwork in to Asus to verify the purchase of the computer (retail sales receipt copy), and it tells you to go to your registration email mailbox and you will find a special "certification email", with that same "Registration Verification" number on it.

Once you find that special email you receive for doing the above process, you print a copy of it (2 really, one for your records, one for Asus) and include it with your paperwork for the ADW warranty that you're sending in to Asus at 800 Corporate Way, Fremont, CA 94539. All that is left to do is to bundle all those items up into an envelope, then mail them to Asus, and you're done! :yes:

Keep a copy of EVERYTHING for your own records, just to be safe in case they lose it somehow, and you'll register for the ADW warranty in a much more secure way than just mailing in your special warranty "card" which comes out of the computer's Notebook Warranty Card book, as David suggests that we all do.

I just happened upon this manner of registration late one night, looking through the various (and confusing!) Asus Member web pages, and when I clicked on that URL that leads to the ADW warranty pages, I thought to myself: "Hmmmm, this seems to be more sure and certain to do than just mailing in the ADW card and hoping that it all gets taken care of properly!"

That is how I registered for the Asus ADW special 1-year warranty.

If you take a little time and search through the Asus warranty registration web pages, eventually you will find that special URL, and then you can do as I've done above and get the ADW warranty procedure handled directly with Asus, ie you'll have a special case number and 1/2 of the registration is completed online, and then you mail in those papers to Asus in Fremont, and you're Golden! :wink:

If somebody does this, and finds that special web page, please post it for the others here if you can...however, you may not be able to do that because you have to be checked into the "Asus Member" web pages to access it in the 1st place, which is I believe the situation with that URL.

I don't mean to confuse things with David's instructions, which are also effective, it's simply that I've done it differently, and I wanted to post how I did the registration...which if you can find that URL to complete the registration online, is a more secure way of doing the ADW warranty registration.

Either way works but if you find that URL that I refer to above you'll complete things 100% and have that special Registration Verification number which you can always refer to if there is ever any question or difficulty with your ADW warranty registration.

I hope this helps some of you fill out your ADW registration quickly, efficiently, and adds to the body of knowledge about ADW registration here at notebookreview.com.

 

Is this the link you're referring to?
http://adw.asus.com/content/adp/default.aspx

 

Yes, Yes, Yes David, you've done it again!

THANK YOU! That is the magic link where Asus members can start the
ADW Registration online, and I'm so pleased that you found it...so
it's not in the 'secure' members area after all, that is just great!!

I could never find that except by stumbling onto it, and there you
have found it straight away, by me merely mentioning it. FANTASTIC! :yes:

That's where you can start to generate your online ADW Registration!

That completes my post 100%, and makes David look like the Hero once again! Good stuff, my man! You come through, yet again...

 

Transaction (Process ID 70) was deadlocked on lock | communication buffer resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

=/

I think they coded the online ADW themselves.

 

Yep, worked for me!

In todays world of email, fax and fiber optics a stamp sort of gets caught in my throat

 

i feel this is quite biased for those not in North America... they should also this for ppl in europe , asia and aus...

 

Well, in some countries such as India, Singapore, Malaysia, and Hong Kong, Asus has built exclusive service centers called "Royal Clubs". These "clubs" are supposedly designed to offer superior service and even basic training sessions for the average joes. I remember reading an article a while back mentioning customers whom registered within one month of a club's opening will get an extended three months warranty on their Asus products.

 

Three Questions

First, if I received this email: Dear ASUS Notebook Customer,

Our record shows that we have received all required documents needed to complete the registration of your ASUS notebook computer. The notebook is now protected by both ASUS 360 Notebook Service Program and ASUS Accidental Damage Warranty Program, and they are both valid from the purchase date.

Thank you again for choosing ASUS and we want you know that we are completely dedicated to your total product satisfaction. Please use our 24 hours toll-free phone support (888-678-3688), if you have any questions.

Does that mean I am definitely registered for the warranty?

Second, what paperwork do I need to use the warranty? I have their email confirming the warranty, and I have the email from NewEgg confirming that I purchased the laptop, but I don't think I have any physical copies of a receipt. Can I still use the warranty?

Third, if I want to use the warranty, what do I do? Call them up, explain my situation, and then send my laptop in? I would get in communication with them now, but I'm in the middle of exams and I don't want to fool with this at the moment.

 

Uvalier, the e-mail you received means your Asus laptop is already registered and under warranty. There is no other paperwork needed to use your warranty. Simply call or e-mail asus with your issue and laptop serial number and Asus will provide you an RMA number along with other documentation which you'll need to fill out. Asus should also provide you a FedEx shipping label in the included e-mail for your convenience.

 

Awesome, thank you.

 

Asus loves their customers???

Really?

I just got a replacement for my G1s that has the all too common 8600m chip defect. Asus was nice enought to replace this defective notebook with a G50 series for $250. I was a little suprised at the charge, but thought it was cheaper than starting all over with a new system. I recieved the notebook only to find that it was "refurbished" and showed some signs of damage, scratched, etc. Still thought for $250 it might we a fair trade.

WRONG

I began to update windows and the drivers only to find I had no less than 50 updates to complete. Got those done, and loaded i tunes, and a couple of games- BFBC2, COD-MW2, then the fun began...

Windows started to crash and shut down, then I got an auto update for service pack 2. Installed that. Windows crashed again..

Meanwhile I am trying to update the above games, and cant keep the system stable enough to complete them. Finally get BFBC2 updated, and the blue screen of death shows up. Shut down, restart, blue screen...

Call tech support- they were nice enough to put the hotline sticker right on the notebook- almost like they were thinking "he's gonna need this number". No real help there, guy was in a hurry to get me off the phone. Followed instructions for restore- guess what, that feature was turned off no restore points exist. Call back- try to recover the system- Blue screen, then white screen with big red ERROR. Never seen that one before...

Asus sends me a prepaid label and tells me to send it back... and "thanks for choosing ASUS".

If ASUS really loved their customers then they would stand behind their products and replace a defective notebook with a new one, not some piece of junk that I had in my hands for 24 hours before it too had to be returned.

This is an example of poor customer service, and to top it all off every communication from them has a survey attached that wants to know how they are doing- short answer- YOU SUCK

 

Asus is past for me. The most horrible service I have ever experienced so far. I moved to Dell, so far so good.
After 1 year and 6 month of...I can tell you how much time, money I spent....i have got 100% refund but the price of the distributor which is less with 20% compared with the price I paid. So you right, they SUCK

 

fixed problem, sorry.

 

I have a problem with the ADW, when I tried to submit my serial #, it say like this:

We’re sorry to inform you that your ASUS notebook computer is not qualified for this ADW program, because your ASUS notebook computer may be either subject to different product warranty terms or the purchase of your ASUS notebook computer was made prior to Sept. 10, 2007. For example, some retailers require notebook vendors to provide one-year product warranty only for notebooks.

Please contact your original dealer for more information, if you still need to get the accidental damage warranty program for your ASUS notebook computer.

Thank you for choosing ASUS.

My laptop is G51JX-A1, and I just bought this machine from XOTICPC last week.

 

That's what mine said, until I realized I was entering a number "0" as an upper case letter "O".

 

This is indeed one of the most confusing and frustrating aspect of registering any product that require you to enter a serial number. Manufactures should really use "Ø" instead of "0" or some other system to help better differentiate between the number zero and letter O.

 

David,

If my serial have this 'Ø", is it a zero or an O?

 

Ø is usually a zero... at least that's how some people (including myself) write zeros when writing checks (helps prevent fraud by prohibiting people from turning a 0 into an 8)

 

I tried to enter my serial # with both 0 and O, but nothing work . Still say error. Also, where is the serial usually be?

 

In that case, I'd contact your reseller and ask them to help you. I remember I had a similar situation happen to me before with one of my Asus laptops and GenTechPC (the place where I purchased my laptop from) helped me register it without any issues.

 

My buddy just contacted Asus in Canada about a possible warranty claim required for a dropped laptop. He has a G73H-A2 purchased about 2-3 months ago.

He was informed that Asus has decided to CANCEL the accidental warranty globally on all of their machines. Apparently in the fine print it says they can choose to do this at any time. Can anyone confirm or deny this!?

 

I'm not aware of this and have just called Asus to confirm. The ADW (accidental damage warranty) is still in effect. But keep in mind that not all resellers participate in the ADW program.