Asus RMA and Warranty Guide

You have to provide your own box they only provide the label/invoice. Buy the box and do the packing yourself, most fedex locations charge blood for the box and peanuts.

 

Thanks. There are plenty of packaging supplies at my work, which is why I asked.

 

Well I just got an email from the california facility saying my repairs were done, and that they replaced my vga, thermal assembly, AND the bottom case because it warped from the overheating. If all this is true I will be quite happy, hopefully they replaced the LCD cable like I asked because that was frayed internally as well. Other than that I recommend that everyone who uses ASUS RMA request that their items be handled by the techs at the California Facility, because the Indiana facility generates more problems.

 

how much does it took the whole process?
im sending mine too but there was a mistake in the shipping label(phone number wrong) so i had to call back to request a correction , and its been 2 days and i havent recieved the corrected one.

fortunately it seems mine is also going to california facility =)

 

It depends on whether they have the parts in stock for your laptop, My turnaround time has been about a week after shipping both times. The phone number issue shouldn't be that much of a problem, I would say you could ship it right now, they haven't used my phone number either time, it was just the email I provided with my rma request.

 

I printed my Fedex RMA shipping form (which has the correct address: 800 Corporate Way), but I just saw that the shipping label that was printed has the 44370 Nobel Drive address. Asus support says that it should be forwarded to the correct address. Should I be worried, or is this normal?

 

I would do a check on what is at the address on the label, also talk to a fedex employee at your dropoff. The employee at the dropoff can scan the rma and print the label with the address input so they can verify where it goes, I think that would be your best bet at this point.

 

Fedex says it is going to the right place, so maybe asus just needs to update their RMA labels. Any idea on usual and maximum wait time while its there?

 

It all depends on the issue you are sending it in for, sometimes they can get the laptop repair it in one day and send it back with about one week that you won't have your laptop, in other cases I have heard of people having their units held for weeks even months because a motherboard had stopped being made and was problematic, in the end most of them got a newer replacement laptop but that is worst case scenario.

 

Mine has been in RMA since July 22nd and hasn't even been started yet. Take that as you will.

 

hi , i tracked my fedex number and it says the lap has been delivered to asus repair centre already , since yesterday morning , but when i check the rapair status query it says they haven recieved the lap yet? any idea?
perhaps it is because thaey dont update any data on weekends?

 

If you must get a status update, pick up the phone and call them However, if it's just been delivered, then there's probably not a whole lot they can tell you.

 

Same thing happened to me. The status query wont update until the following business day after its received.

 

Is the warranty global? It says global warranty doesn't it?

like technically if bought in canada and living in usa or australia should be able to rma it???

 

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Love the topic title change.

 

im worried its monday already and , asus still says they havent recieved my lap , and fedex says its been already delivered since friday .

 

Don't worry, mine took 3 days to show received.. your laptop won't show received until it is assigned a technician to fix it.

 

Call or email them, the first time I sent mine in it was there for over a week and they hadn't updated the status of it until they shipped it back. Your best bet is to make a call and be persistent.

 

Has anyone else sent in a G73 for PSOD and had to wait for a replacement keyboard? I'm assuming they broke it trying to get to the screen connections...

 

I'm not experienced with shipping stuff. I just wrap up the laptop in a couple layers of bubble wrap and stuff the box with packing peanuts?

 

Fedex has a laptop-specific box + padding for $10. Have to take it to them for the RMA anyway.

 

That's exactly what I'd do. I may even lose the packing peanuts if I have a thick enough bubble wrap layer.

That's why I always keep the empty boxes when ever I get packages delivered to my house. $10 saved here and there makes up for big money in the long run

 

Thank you for the guide very clear and useful.
I'm based in France, I see you don't have any feedback.
Personally I am still hesitating before sending in my G73 as I have managed to make it work... only issue is the GPU touching 100°C when gaming. But based on what I wrote and what they answered, I'm going to wait until the GPU starts reaching thermal shutdown before I RMA.
I did send in my Maximus Formula mobo a couple of years back. Took a long time and was replaced eventually by the shop (DOA)

From this thread (in French) and others, you get the following:

- France and French speaking Belgium are handled by the same Service Center.
- The helpdesk seems to be ASUS, but the technical service center is not ASUS but a subcontractor (letmerepair.com)
- Normally you get pre-written answers that more (and often less) fit your initial question. It takes a couple of back-and-forth till you get a real answer.
- Two guys report a 7 day turn around with everything fixed.
- Everyone else reports endless discussions, over 20 days wait and issues such as: wrong win7 installed (won't activate), smears and scratches on screen, backlight disappeared, kb light disappeared, initial problems not fixed, lack of follow-up, refusal from Asus to reimburse even after initial conditions for reimbursement are met, etc.

Anyway, makes me think I'm going to wait until the last moment before sending RMA.

 

I have what feels like a silly question regarding what to write on the RMA COMPONENTS CHECK LIST Attachment that was sent to me by Asus. I don't want to call and wait on hold for 30-45 minutes for something that really shouldn't require support, but I don't want to fill anything out wrong either, so I figured I'd ask here first to see if anyone can answer my question and maybe help someone else avoid this confusion in the future.

I am sending my nieces laptop in for repair because after replacing the hard drive (due to overheating) the touch pad is no longer a recognized device. The only thing I need them to repair is the touch pad, though I've already given them permission to reinstall the OS if required.

Under device/specifications/quantity am I supposed to only fill in 'Other' with the 'specification' that the "touch pad is unrecognizable" and I need a 'quantity' of "1", leaving everything else blank, or am I supposed to fill in the whole form somehow? When I see a form starting off asking for CPU specifications it makes me think they want to know how fast my CPU is, but as the list goes on the 'specifications' (as well as quantities) seem more obscure and awkward to answer. Since my problem isn't even one of the listed devices I'm even more uncertain what should be written there. Even if "Touch Pad" was listed as a device the "specifications" column would still throw me, unless by "specifications" they mean "description of the problem."

I hate to ask what feel like such a stupid question, but if anyone has any insight or can post an image of what a completed form might look like it would be a great addition to this (already wonderful) thread. Thanks for reading~

 

The checklist is for any upgraded components you might have installed so they know what not to touch or replace. If you have an SSD drive you would put the model in the specifications line and the amount you have installed in the quantity line.

I believe you need to write out on a separate sheet of paper what services you need done to your laptop.

 

Wow, that is very different from what I was thinking so I am glad I asked! Thank you for the quick reply.

 

Hmm, Asus says 2-Way UPS Shipping, so why are people using FedEX? Are we given the option? Reason I'm asking is some of you mentioned FedEX provides boxes for 10$, but what about UPS? I know for a fact I will not have a box when the I need it serviced that's why I ask

 

Just to make sure I'm clear on this (cause I'm a bit confused as to what I put on this RMA components list), if I haven't made any modifications/upgrades to the laptop at all, then I just leave it blank right?

Oh, and do I also send my battery and AC adapter with it? I'm RMAing because of a failed BIOS update. Don't think either of those are needed for it, but want to make sure I get it right the first time. ;P

 

Hi guys, could you please offer me some suggestions for my current situation? Thanks

I bought my N53 laptop hoping to take it with me on vacation in December but after I got my laptop I discovered dead pixels and CPU whine so I was forced to RMA before I left. I come back 2 months later to a fresh screen but the whine still exists (they couldn't find it). I play around with it and discover my HDMI wasn't working so I RMA again emphasizing cpu whine and they switch my motherboard. BUT the whine still exists. This local authorized service provider suggested I get the CPU switched so my laptop is back with ASUS.

I bought a new laptop, but 2 months out of 4 has been with ASUS, and now they are selling a newer version. If I wanted to wait 2 months I would've gotten the newer one.
Will they keep eating up my warranty until it's over or are they just going to send me a "new" arrandale one if the cpu swap doesn't solve it?
Could I argue for a refund, or a sandy-bridge one?

Thanks!

 

Good afternoon,

I read the guide at the beginning of this thread, so I think my question *may* be answered but I want to get some feedback.

I shipped an ASUS Eee PC Seashell 1215T to my mom (through Amazon) 2 days ago, and the chassis sounds like it is malformed; the battery will not insert. I'm not positive if it's the chassis or just the battery, I am relying on my family's descriptions (they are 1000 miles away).

Is the only option is to make her pack it up and send it back for a repair? Or can you just get an RMA and then have a replacement sent? This is what I've done through Dell before.

I tried to call but couldn't get through yet. Asus has an email return webform, so I used that as well and am waiting to hear back.

Any feedback appreciated.

 

it seems that Asus no longer provide shipping label from FedEx anymore. Also they have a new facility:

ASUS Service Center

Attn: RMA Dept., RMA #USG1170881

1171 Montague Expressway

Milpitas, CA 95035

Edit: I called them today and ask about shipping and they told me I should receive the email with the shipping label by the end of the day.

 

Just to confirm, the above address is not an Asus facility. The company is actually called Bizcom (owned by Compal) and is contracted by Asus to do notebook warranty repairs. Not sure if this means ALL Asus notebook repairs are now contracted to other companies, but if this is the case, this usually impacts us customers in a negative manner.

 

It's written "12M" on the bottom of my notebook which is a G53JW and bought in this year's (2011) February! And i contacted Asus they say you have 1 year global warranty! Don't all Asus notebooks have 2-year global warranty as stated everywhere???

 

Not all ASUS machines come with a 2 year warranty, especially ones that are sold by bigbox retailers. If you have 12M on your sticker then that is your warranty period.

 

What the hell? I bought the notebook in USA from Costco in February/2011 and now using it in a different country, i contacted my country's authorized Asus RMA, they said:

The product which you posted its serial number, is covered with 2-year warranty in the country you've purchased (USA) until February/2013, BUT the global warranty of your product is valid until the end of this year, December/2011.

...which is less than a year! Is Asus deceiving us? It's even not covered with a one-year so-called "global" warranty?!! That's not good.

 

Hello,

I recently bought a g53sw-xn1 from newegg (june 13th), and had some questions about a possible RMA situation. After a few weeks of use, I noticed the evil unresponsive power button disease starting to set in and have decided to RMA the laptop (if you are a g53sw owner and have any helpful information on whether a RMA actually fixes the problem, please PM me your story!).

Anyways, after some research on the forums, I saw that some people did not send their hard drive(saves a lot of time!) when doing a RMA. I was wondering if it is completely ok to not include the hard drive when sending your laptop in. I wanted to make sure to avoid any ASUS nightmares as well as to receive my laptop back as fast as possible.

Thanks in advance.

 

if you're like me and live in CA, when you send in the laptop you will get it back within a week. Try contact them by phone and explain the situation, saying that reboot, reinstall doesnt help. About that hard drive thing, I asked on email and was told it is not necessary. However when I asked the support on phone, he said I need to send in everything save for the battery and adapter.

Receiving it back in perfect condition, my screen got replaced and my hard drive is in exact state as I left it.

 

Hi people,

I'm planning on buying the asus u46sv from USA and bring it back to the UK. For example if i were to buy it from here GentechPC with the Asus 2 Year Limited Global Warranty, how would i claim the warranty if the laptop broke and who would i take it to here in the UK.

 

Hi Guys I have an RMA question.

I own a G73JW-3DE and it no longer powers on. I was updating the BIOS along with a lot of other stuff so I think it has to do with the BIOS. I updated the BIOS using the onboard utility and a USB Drive. It said it was sucessful and was rebooting but shut down and wouldn't power up.

I contacted ASUS last night and they told me that the shipping was 2 Day to and from. However when I got to FEDEX it turned out to be ground shipping. The guy I spoke with at ASUS said the turn around time is 2 weeks. Does anyone know if they do it sooner then two weeks and when they return your computer to you is it ground shipping or 2 day?

The other question I have is he asked if I would allow them to do a system restore which I said no and also indicated this on the checklist. Does anyone know if you don't have a hard drive related problem will they leave your hard drive in it's current state? This has me worried because I forgot to back up my stuff before updating. I know it was a rookie mistake.

Thanks for any info you can give me.

 

That sounds about right...
2 days to get to their facility
1 days for the people to sort the laptops
4 days to fix it
1 days for the people to pack it
2 days to ship it back to you
10 business days = 2 weeks

2 weeks is only if you're lucky.. this is my 4th/5th time sending my laptop out.

Hmm.. my newest failed repair attempt came back in 7 days.

 

I just bought an asus from a b&m store, I am just out of the 14 day return policy and the damn poweradapter just broke on me. I used the power cord from another similar asus laptop and it works fine so I know it's just the cord. Anyone have any experience with something like this? I'm hoping they won't ask me to send the entire laptop back to them.

 

When I had battery issues I asked then to cross ship a new battery, that way I was in possession of both batteries and was able to check out the new 1 B4 shipping back the bad 1. There was no extra charge for this.

 

Thanks Josea they contacted me last night and said to just ship the adapter but didn't mention cross shipping, they wanted me to send the bad one back and they'll send me a new one. It actually started working intermittantly again last night so I might wait and see.

 

I sent an U35JC last week for repair (to the Milpitas Asus Center) because the laptop does not turn on. Today I checked the "Global Repair Status" and it has this message: Waiting-[WF4] Wait for Customer Confirmation-CID\OOW.

I heard that stands for "Customer Induced Damage/Out Of Warranty". But my laptop looks like new and the only scratch it has is around the HDD cover because the surface of that area is not of the same rough-plastic as the rest of the laptop underneath. The surface is like some kind of really thin rubber material and with time it just came off by itself (I have this laptop since last year). http://i377.photobucket.com/albums/oo216/guel007/U35JC_03-big1.jpg And the laptop broke while I was using it, I was simply making some programs on C# for a Class when the laptop turned off by itself... It wasn't like I hit it with something or that I let it fall or whatever.

What should I do now? Any help.

 

Not sure if this has been mentioned, but it appears that laptops purchased at B & M stores qualify for the accidental damage warranty. Bought mine at Fry's & got the "ACCIDENTAL DAMAGE WARRANTY CONFIRMATION" from ASUS. I just had to mail in the proof of purchase. The box has a ADW sticker on it. that's how I new to look into it. I suspect the stores will not tell you about the ASUS ADW 'cause they want to sell you their own warranty. Too bad, 'cause it would be a good selling tool.

Cheers,
kev

 

Hi, I just bought two identical Asus laptops (G53SW-XN1 from NewEgg) and am wondering about warranty information, just in case something goes wrong somewhere down the line.

As stated, I purchased two of these, one of myself and one for my girlfriend. I placed two separate orders at NewEgg, but they were both under my name.

Do the names on the warranty registration have to match the names of the NewEgg order receipt?

Also, I am about to register both the laptops, but was wondering if I should do both under my name, or one under my name and the other under my girlfriend's name. Or if this matters at all. I just don't want Asus being prejudiced towards me if we both have accidents with our laptop in the future (e.g. they may think I'm just abusing the warranty).

Thanks!

 

@mastavic

That's entirely your choice. It won't matter either way. The warranty is tied to the serial number (which indicates the manufacture date).

I have never been asked for my retail receipt except when registering for the accidental damage warranty. It is good to keep a copy on hand though, just in case.

 

Thank you very much for your input.

 

I didn't follow this but for me they did in fact cover my keyboard, and were relatively hassle free, they are just not very good at updating neurotic people like me with exact information.

I got "lucky" but whats this about a failed repair attempt?