Asus RMA and Warranty Guide

Another question to ponder on. If I buy an Asus product in the US, can I RMA it in another country?

 

You can if it has a global warranty... I'm not so sure about bestbuy/staples/amazon/newegg special models.

 

Can someone confirm that I can use the warranty - including the accidental damage part - unlimited amount of times within the two-year period? I just got this laptop a month ago and there are already minor issues. I don't want to send it in unless I can use the warranty multiple times. Thanks.

 

The accidental warranty covers one incident only within a one year period.

The normal warranty covers defects for one or two years, 3 for some B series laptops.

 

I have an ASUS G53SW-XN1 and I believe the accidental warranty is for two years.

 

All accidental warranties are one year.

See the specs tab on the product page.. very bottom. Newegg.com - ASUS G Series G53SW-XN1 Notebook Intel Core i7 2630QM(2.00GHz) 15.6" 6GB Memory 500GB HDD 7200rpm DVD Super Multi NVIDIA GeForce GTX 460M

 

On the bottom of my ASUS Accidental Damage Warranty (ADW) Registration Card, it states "Register within 60 days and get an extra one year Accidental Damage Warranty."

 

Yes you have to register within 60 days for the accidental coverage. But the way you are reading it is incorrect - it's an extra in comparison to the standard warranty. It is not extra accidental coverage.

 

Hey all, I've just got a quick question. I'm just about to send my G51JX in for repair (video card hardware problem). I've heard about the Fremont and Indiana facilities but Asus wants me to send it to Bizcom in Milpitas, CA. So what's the story on them? A 3rd party contractor I assume? Has anyone had any experience with them? Thanks in advance.

 

How can I extend my warranty from Asus. I just received my laptop, I do not want to go to a 3rd party vendor.

 

You have to buy a warranty extension package through your retailer, and it has to be within 15 days of the invoice date (as far as I recall). For example:

Asus - Notebooks 90R-N00WR2600T 1YR NB Extended WARR Global

 

I'm going to add my experience, in case it's helpful to anyone.

I ordered the G74SX DH72 from Amazon. When I got it, the apostrophe key, i.e., the key for ', took significant pressure to work. I would try to type words like she's and end up with shes. I called and they asked me to install the KB filter driver, which did nothing. They wanted me to do a clean install of windows, I said I already had and then they said we should do RMA.

I think some others have said this too, but they initially didn't in any way offer to supply the fedex label for shipping - I had to call and ask. Do the intentionally not bring it up?

It's been sent to Milpitas, CA by Fedex express saver. It got there a day earlier than the fedex estimated day of arrival. It's currently "Waiting-[WB1] Wait for Material/Spare Parts"

Hopefully the wait won't be too long

 

I tried registering my laptop with ADP online but so far never got the confirmation email that I need to send in =/

 

Update: the computer was only waiting spare parts for a few hours. The night that I wrote the above it switched to "repairing." They fixed it pretty quickly, and I've now received it back. It's working perfectly, and luckily they didn't wipe my OS or anything, they just replaced the keyboard.

The fedex shipping they use is crazy slow, but other than that it's pretty good service.

 

Hi, I purchased an ASUS G53SW-XN1 on September 15, 2011, but had to do an RMA with NewEgg less than a month later. I am registering the laptop's warranty now. Should I choose the purchase date of September 15, 2011, or the later date, when I did the RMA? Thanks.

 

I think newegg should have given you a new invoice for the second laptop. Check your account and then choose that date for your warranty.

 

Hey, I need to RMA my Asus K53E and I'm wondering, for the Brief Description under Product Information is that a brief description of the specs of the laptop, or a brief description of the problem?

Thanks in advance!

 

@aMonkey I think that's for the problem description. Good luck with your K53E!

 

Thought I'd share my RMA experience so far:

Sent in my U35JC for a left broken hinge cover and left hinge fix. When closing the LCD, the left hinge lifted up and broke the cover off.

Purchased laptop on 12/9/10. Registered laptop and received ADW email confirmation on 1/3/11. Called 1-888-678-3688 on 11/26/11 to initiate warranty repair. Wrapped laptop in bubble wrap and padded all around laptop and sent USPS Priority mail and they recieved laptop 11/30/11. Checked status online, got the old: Waiting-[WF4] Wait for Customer Confirmation-CID\OOW. Yeah, me! Then it gets better:

Received an email last night with the following:
Your RMA has been received; however there is a delay in processing as it has ( Physical Damage ), which is not covered under the ASUS manufacturer warranty. For your reference, please review the attached picture(s). For more information in regards to types of damage not covered under ASUS manufacturer warranty, please visit ASUS Service for North America, ASUSTeK Computer Inc. -Support-, and/or refer to your User Manual.

If you would like to continue with repairs for your ASUS product, please return the completed and signed credit card form by one of the following methods:
Fax: 510-797-2102 (Attn: Savanah)
Email: (PDF/JPG formats accepted only)

Payment will need to be received no later than ( 12/09/11 ) to prevent your RMA from being returned unrepaired on ( 12/12/11 ). Repair process is approximately 3-5 business days from once payment is approved (excludes: parts on backorder and/or shipping/transit time).


Cost of repairs (all amounts are USD) – enter amounts on credit card form:
Parts - $180.00 (Left & Right Hinge Cover- $10.00, Top Case- $25.00, LCD Bezel- $15.00, & LCD- $130.00)
Labor - $65.00
Shipping – please select one shipping method only on credit card form
Sales Tax** – please select one option only on credit card form

Gee, thanks Savana for the great news on the broken LCD!

Responsed to their email that LCD was not broken when laptop mailed to Cali facility and included my Amazon Proof of Purchase date plus ASUS email confirmation on ADW registration.

Called 1-888-678-3688 again to have issue escalated since I now have a mysteriously broken LCD. Was advised by tech support to email Cali repair fac. back that LCD was not broken went laptop was sent. Also, support supervisor would contact Cali repair facility and I'd hear back within 24 hours.

Love my U35JC laptop and about to pull the trigger on a Transformer Prime. I'll wait and see how this goes and provide an update once I hear back.

Good times!

 

I filled in the RMA submital form 2 days ago and on the same day I received 2 emails. First informing me about my "Service Case Number" and second about my "email request ID". But there were no attachments nor note about RMA. Is it normal? Should I wait or try to call them?

 

Quick update, received this email:

Dear Mr. ,

I am following standard procedure. You have physical damage to your unit reported from the repair department & I am passing that information along. Do you want to utilize your ADP for repair? It will take care of the whole repair cost.

Why, yes, of course I do! What do you need from me to expedite this repair under my ADP?

Response:

Dear Mr. ,

You don’t have to do anything. I will inform the repair department to resume repairs on your unit & to expedite repairs as well, thank you!

This was two days ago. Repair status is still: Waiting-[WF4] Wait for Customer Confirmation-CID\OOW.

I'll update once I hear back or better yet, get my U35 back in working order.

 

Got my U35 back. Original issues of left hinge lift and broken cover fixed. New LCD. HD was resimaged. Laptop runs great after testing the last couple of nights.

Final thoughts: Be firm with ASUS to get issue(s) resolved under warranty. Disappointed they claimed the LCD was busted when the laptop was packed well, but satisfied U35 is back in working order and repaired under ADP.

 

This is the most current ADP warranty link
http://completewarranty.asus.com/

 

Did I have to do anything within a certain time frame since purchase for the 1 or 2 year warranty or is that only for the ADW protection?

 

Hi David, sorry for disturbing you here, but your pm box is full. I want to ask you if you have tried out to install 4GB DDR2 stick in an Asus U3S.

Thank you!

 

Just wonder if I send in my laptop for service 4 times within the same months(same issue), do I get a direct replacement for that?

 

I've never owned a U3S before, so I'm not entirely sure. There's only 1 available ram slot for an upgrade, so physically, you should be able to install a 4GB stick of ram (making your laptop have 4.5GB ram in total [512MB is soldered to the MB if i remember correctly). It will all depend on if your BIOS is able to see the increased amount of memory and whether or not you are using a 32 or 64bit OS.

Probably, but you'll have to make a fuss about it to a supervisor/manager. If they do replace your laptop, note that it will be refurb unit.

 

So I posted this issue originally on the ROG forums, but Brody instructed me to post about it here too.

I sent in my new G73SW-XA1 to the ASUS warranty service center in Milpitas, CA, because there were yellow spots on my LCD screen.

They sent it back and everything was looking perfect except when I tried to change the resolution on my LCD. I have the most updated drivers but the resolution was maxing out at 1600x900 instead of the 1920x1080 that it should have. I went into device manager and looked at the model number for the LCD and it is one that maxes out at 1600x900 (can't find the exact model number atm as the ROG forums are down and that's where I had it written down)

The paper they attached to my warranty service just said "Clean LCD" instead of "Replace LCD", but it seems like they replaced my 1080P screen with a 900P screen?

 

Call them back and complain, this is a screw up on their part and shouldn't have happened, or you can pm Chastity once you have enough posts. You will need 5 posts and will have to wait for the system to update at 11pm EST before you'll gain the ability to send pms.

Here is the exact post in forum help: http://forum.notebookreview.com/sit...-send-private-messages-create-signatures.html.

 

Ah, so that's why I couldn't send PM's yet. Didn't think there would exist a forum that didn't allow you to send PM's.

I just got my laptop back and installed with everything though... gonna have to wait like another week for it come back

 

Aside from that though, the RMA process was very quick and easy.

Called into the 24/7 number, got an RMA number, sent it in and my laptop was "fixed" by the day after they received it. Could have had my laptop back a few days sooner if they had gotten it to the Fedex truck before they left on Thursday, as Monday was MLK day and they didn't deliver.

 

Is it me or does this not make sense?

"What kind of accidental damages are NOT covered?"

A: blah blah...unintentional damage... blah blah

Just imagine:
"Hey ASUS I dropped my laptop unintentionally. Please fix it under ADP program ASAP"

"Sorry unintentional damage is not covered. Please fill out the form agreeing to pay $$$ to have it repaired"

 

soo say I have 2 screws that are stripped on the bottom of my laptop. 1 just wont come out and was always like that and the second one went back in wrong when I was trying to do something. (note: this is only these screws, the bottom was never taken off nor was any changes made to the inside of the laptop.)

If I gotta send my PC in for an RMA anyways would they fix these this screw issue or no? One of the screws was already incorrectly placed by the manufactures of the computer.

 

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Perhaps useful:

I'm from Amsterdam, the Netherlands. Owning a Asus P31F laptop, bought at the end of February 2011.
About 10 days after receiving the laptop, the HD stopped working. Went through the ASUS-RMA procedure, which is quite 'easy' in the Netherlands. They ask you to open a RMA-request here. It's a form where information as serial number, RMA-reason is asked.
Four hours after filing, a ASUS-employee mailed me with some information. The postal service (TNT Express in the Netherlands) called me the next day to make a pick-up appointment.

About 10 days after the pick-up, the laptop was returned. Looking at the post label and the logo's on the repair letter, repairs in the Netherlands are handled by a 3-rd party repair-center in Den Bosch, the Netherlands.

Quite fine repair. HD was replaced, letter with the performed repairs. Only sloppy thing was: they packed the laptop in the 'normal laptop box', whilst I was ordered to put the laptop-box in a another box because it wasn't suitable for shipping. The box came quite damaged back, but the laptop was fine.

Three weeks ago, suddenly the laptop began to make a huge amount of noise. Probably a malfunctioning fan; the laptop temperature began rising above 100 degrees C.
Started the second RMA-procedure in a year. Again, handled by ASUS in about 4 hours on a Friday. Received a call from TNT-express on Monday, picked-up on Wednesday.

The handling speed of Comserve (the 3-rd party repairer for ASUS) was much lower this time. It took them until Monday to register my laptop as 'received', while the laptop was received on Thursday.
Two weeks later, the status of the repair is "Waiting-[WB1] Wait for Material/Spare Parts".
The ASUS-employee has no idea where the components come from and how long it takes.

Does anyone has a clue what "Waiting-[WB1] Wait for Material/Spare Parts" implicates? Someone argued it meant sending from the Asus HQ in Taiwan, what could take about a month. Anyone have a clue?

 

Just a heads up for any future RMA's anyone is considering, be sure to know all the ins, and outs of your laptop. My last RMA was a really terrible experience that left me with a half working A/C port and a bunch of other nagging issues.

 

Can i buy extended warrany from asus German website and use it on my US bought laptap?

 

Hello, does it mean that in case of problems I can go to either Pulser or Alser and they have to provide me with full (free) warranty support.
Thanks in advance!

 

Hi all,
LCD screen in UX31 stoped working recently so I have send it to ASUS.
Everything was fine, I have received fixed laptop after 7 days, fixed and working.

The problem is that as you are probably aware, this model comes with brushed aluminum cover. And LCD screen can not be replaced without replacing top cover.
The new cover color does not match the old casing - is much much darker, when old one is silver, new one is dark grey.

Laptop looks now like it was made out of parts found on the scrap yard.
I have contacted ASUS, and they get back to me claiming that correct part was used and there is nothing they can do.
And I am left with 1000£ toy which looks silly.

Any ideas?

 

Fight it. Their RMA service recently has been unacceptable. Do not let them tell you otherwise when they do an unsatisfactory job, and cover for their lazy repair techs(I do know there are some good ones, but it seems they have been lazy as of yet).

 

@behem0t they may be technically correct, the UX31 seems to have a varying shades of lids, for example:

http://i.haymarket.net.au/News/ASUS-UX31-side.jpg

http://cdn.technoreview.net/wp-content/uploads/2011/09/asus-ux31-ultrabook.jpg

http://laptoping.com/wp-content/uploads/2011/06/Asus-UX21-UX31.jpg

 

Looked like on third, now looks like on 1st or 2nd picture.

Anyway - it is broken again, so we will see what colour I gonna get this time. Hopefuly not pink..

And apperantly I can not get moey back, they will be repairing it untill end of world..

 

I have heard of people getting a new, or freshly refurbished unit, after their 3rd RMA. You will have to fight for it but I think that is their limit.

 

At this stage I would prefer my money back. I still could get 13" Macbook Pro. Maybe LCD screen would not break every week. It is a joke.

Edit: RMA got rejected - just great! The same problem, the same situation but now they are claiming that it was user induced. What a loveley bunch of people.

 

I just wanted to share my experience....

ASUS G53SW...the power pin broke and I'm not even kidding I unplugged and moved it maybe 10 times...in 5 months. I travel with a lenovo for work so I don't use this gaming machine while traveling.

Anyways here are my dates.

I shipped on 4/16/12.
They recieved on 4/19/12.
I updated status to Waiting for parts on 4/22/12. Stayed like that for 2 weeks.
On 5/4/12 I called and told them to escalate. After waiting another week and checking status. On 5/11/12 went from repairing/final testing/packing/shipped. Scheduled to deliver on 5/16/12...soo basically 1 month after I sent it off. Its a pretty slow process and I hope to GOD it is fixed and nothing else is wrong.

 

qoodoo, your experience seems almost the same as mine (to the point that I thought I had written that post on a delirious night or something).

My G53SW laptop's pin broke after I only unplugged it about a dozen times over the span of five months. I shipped the laptop in mid-April, and they received it on April 19th. It's been stuck on waiting for parts since then.

What did they tell you when you asked them to escalate it? I asked them to speed it up and was told there's no such thing.

 

Wow thanks, thats some detailed information

 

So, I am having ASUS service issues and not sure what my options are. Hopefully there are those here more knowledgable than I that have been down this road before.

My g73jh went back for the third time. It has the vexing trackpad spaz issues, a dc powerjack issue and the screen they replaced last trip back (apparently it broke on way in - using their packing materials) with one having stuck pixels...
The cust serivce rep was like oh they will exchange it. But... The service center finally get back to me and says that they could find nothing wrong... Right. The DC power issue is frikkin' obvious. The screen is obvious...
So they are essentailly 'refusing' to repair/exchange it, even though it is under warranty. I am not sure what my realistic options are here at all. Anyone have a clue?

 

Fenris, are you located in the USA or Canada? If so, see if you are close to any of these ASPs: ASUS Notebook Authorized Service Provider

You can often get better service through them, especially if you ask to talk to a tech that works there.

 

Hmm.. PA is prob a few hours away. Maybe I will see if I can't simply get ASUS to agree that I could drop it off and show them the issues in person. If there are issues (there are), then they replace or whatever... Not sure how it will go, but its better than eating $1,580 for nothing.