Asus RMA and Warranty Guide

Hi, I was wondering if ASUS sends a Fedex packaging slip for me to ship the laptop -or- do we need to pay for shipping ourselves. I recently broke the laptop's charging adapter pin on my g53sw and need to RMA it. Thanks!

 

you pay shipping

 

I'm having an issue with my G53SW. This is the second time I've had to send off the machine for the pin breaking off in my power adapter.

They picked it up on 5/14 and it showed up in the system 5/15.

For two weeks it was in "Repair status" and yesterday I got an email that they're waiting for a new motherboard that they'll receive on 6/24.

I bought the machine in June, which means, including both repairs and taking into account their estimate, I've only been able to use it for 10 months out of 12. My first Asus and I'm a little frustrated.

 

You can add Austria to the list and again the service center is rubbish. Asus´s service partner here is TAB Electronic Services all I can say is they have a quick turn around, you´ll get your laptop back in a week. They manage this by not testing anything before it has been returned. I´ve a month old N53 SV and it´s been back twice already and it needs to go back again. The first time was a faulty touchpad which they fixed but they also damaged the screen and screwed up the keyboard, not all the keys work. They have now replaced the screen but the keyboard is still exactly the same even though they say they have changed it.
Asus really need to up there game, RMA queries are speedily dealt with but once youve posted your product to the service center its like a game of chance whether it comes back working or not.
Also their website needs an overhaul, the support forums are not only ancient but also useless, there is no notebook forum and trying to email/contact them is a pain in the with crap captchas and server problems.
Wish i´d have spent my hard earned cash somewhere else

 

I gave my dead ASUS laptop -- still covered by global warranty – into the Asus service center here in Israel on March 1 (yes, 4 months ago!). I still do not have a fixed laptop or a replacement.
(Actually, they sent me my laptop back last week – it was DOA -- would not boot, not following their instructions n0r with the original Windows 7 install backup disk; it’s being returned to them today).
I bought the laptop from Xotic PC after being assured by (and in reliance upon said assurance) Asus Customer Care in a private message that I sent via this notebookreview forum that they “certainly cover Israel in our global warranty” along with a link to the service repair centers in Israel.
I expressly stated in the message I sent that I intended to purchase the notebook from a reseller in the US and bring it back to Israel.
Nevertheless, I have been through a months long and still unresolved saga with respect to covering/repairing/replacing my laptop, much of the delay being attributed by the service center to my not having purchased the notebook in Israel. Apparently, Asus’s authorized distributors here are not required to help, nor are they interesting in helping, with notebooks not purchased from them directly.
To make a very long story somewhat shorter, they eventually determine that my (N71Jq) motherboard was dead, but “since bought it overseas” I’d have to wait 30 business days for the part. They were unable to obtain the part even by the end of 30 business days, at which point the man in charge of the service center promised me a new 17.3” notebook replacement of at least equal specs – but with another 30 business day wait.
At the end of the additional 30 business days, the man in charge assured me that he’d been continually trying to get me a replacement from Asus Global as promised, but that Asus corporate, both in Taiwan and in Europe, were simply not doing anything about it – and he couldn’t even give me the slightest estimate of when (OR IF) they would deliver. The fact that one of their authorized resellers here has 17.3” notebooks with appropriate specs is apparently of no use, since they are unwilling to help.
(Finally, as discussed above, they got in a motherboard and sent me the computer “fixed” but it was dead on arrival).
I’ve purchased and recommended Asus notebooks to others here based on their global warranty and promise that they have a service center in Israel.
They neglected to point out that they don’t stand behind that service center, provide it with parts or replacements as needed.
I would be very grateful if someone could give me a contact email address of someone senior at Asus to whom I can complain, though I'm not optimistic given that they ignore the requests and promises of their own authorized service center!

 

Tammy you could post here ASUS Republic of Gamers | The Choice of Champions – News, Guides, Overclocking, PC Gaming
(NON-ROG ASUS Notebooks and Tablets) and try one of the people who has an ID ending in @ASUS (here is one example of a person who seems to have been helpful in the past) View Profile: MarshallR@ASUS - ASUS Republic of Gamers | The Choice of Champions – News, Guides, Overclocking, PC Gaming
Have you also tried contacting XoticPC? Maybe they can help out in your behalf.

 

Josea -- thank you for your advice!
I'll try it.
All other advice/contact info is welcome as well.

 

Hello everyone! Laptop did some strange stuff yesterday, which I'll post tomorrow. I've been lurking for about a week, reading new help threads and sticky topics all related to the G73's daily. My brain hurts.

Anyways, I was wondering. What is everyone's experience with the ADP Warranty Registration form online? They haven't sent me an email confirming the end process. It's been almost 12 hours, but I'm not to worried as I usually give companies 2 days to respond. Got my case # though ;D.

I hope to chat more with you once I post my topic tomorrow with my problem. I going through a notepad trying to format/arrange what I want to say for my request of opinions/assistance/advice. Been acquiring as much info as possible (specs, things I've done, read, pondered, checked, etc, etc) so I can make this easy for everyone. Been on many forums, and the position I'm in is the "new guy that wants help" and the vast majority of those types of posters off the bat don't give enough info for others to help to smooth everything along.

Wow... I never said that much before in a first post.

 

uh, for under warranty, since when does one now have to pay to fedex to them.

they should be providing a shipping label with tracking through a third party, typically fedex in the u.s.

that said.

trying to figure out what exactly is going on with their eservice department at the moment myself.

practically speaking have had a couple g53sw's on location. my personal machine has had a problem with the gpu going unstable at random from delivery, in multiple os'es(windows, ubuntu[nouveau, basic framebuffer,nvidia drivers],expressgate,text mode system tools like memtest86[test works but text mode display gets funky colored if/when it occurs] irrespective of heat or load. it will remain this way until poweroff/standby occurs for more than 5 seconds, and will persist through restarts, rendering 3d flash, and everything else either instant tdr>bluescreen. lockup. panic, or at its mildest(ie windows desktop) featuring boxes of green/purple popping up everywhere that resemble tiny qr codes.

set up an rma under warranty through xotic back in october 2011, had an asus rma number and fedex shipping label, but didn't make the deadline to ship it out thanks to a complication to a back issue making driving impossible. some time passes and i find myself with the means to get the ball rolling on getting this recurrent issue fixed again outright, try to set up an rma through asus and get ..

"Call your reseller to inquire on warranty service as the system has undergone possible component changes. The unit requires service through your reseller. "

given i had an rma before, for the same machine, that went unsent. this is a bit of a .. .. eh?

so this unit is a g53sw-a1 customized at order with a bluray read dvd rw combo up from a stock dvdrw, xotics then prmotional free 12gb upgrade from 8gb ram stock, and a 500gb 7200rpm drive from stock 750gb 7200rpm.

used the cost difference to get the third year north american asus warranty extension.

now i could understand if i went through a non authorized reseller. or if they wouldn't cover the customized odd, hdd, or extra ram. though it'd be shady of them as they list these as configuration options on asus own pages, i could understand.

but brief vague hoohah and refusal to handle service under warranty?

i'm presently *trying* to get a proper asus rma set up through xotic again, but thus far they have only managed to try to get me to pay for insured shipping to them for an in house service.

so. given that's impossible, even assuming it wouldn't potentially be considered non authorized service, any ideas on who specifically to hammer word through to? should i be shooting mail to mason on the rog forums?

does this represent some new hairbrained policy change that is being globally applied?

 

Just posting to give kudos to the OP. My G74 gets on a Fed Ex truck tomorrow, paid for by Asus thanks much, and the guide posted gave me every bit of info I needed to feel comfortable.

 

Okay maybe Im crazy but I just got off the phone with RMA at Asus and they are saying that I should take my RMA back to Bestbuy (store where I purchase my Zenbook back in Oct of last yr) Is that asus guy smoking crack? He stated that bestbuy will be able to fix my issue with my notebook. Is he for reals?

 

Typically Best Buy handles the front end of ASUS RMAs, if they can't handle it in-store they send it out to ASUS or an asus ASP.

 

Thanks, so do you think its better to give it to Bestbuy and have them send it out to Asus or should I send it into Asus myself? I had a bad experience with Asus when I RMA my tablet. At least with Bestbuy involve I could go to them about the status of my RMA

 

It's a matter of opinion, I personally wouldn't trust Best Buy, but if you have experience at your local one and think they will take care of you, go for it. I would bring it to an ASP if you can, since you can walk in there and talk to the tech instead of having some script kiddie teenager at best buy prying your laptop apart with a screwdriver.

 

Yeah I really dont trust Best buy with my notebook at all. I called and they stated if they cant fix it they will charge me $39.99 to ship it to Asus. I rather ship to Asus myself. Looks like there only one service center that works on the zenbook (Milpitas, CA) Hopefully they are pretty good compare to the service center in Texas.

 

Yes, ASUS should give you a prepaid shipping label as you set up your RMA. $40 is ridiculous. I think best buy will probably start charging to walk into the store...

 

I wish Asus would give us a prepaid shipping label. I just pray that my notebook comes back in one piece........ Just Google and there are alot of bad stories about Milpitas, CA. Wish me Luck!!!!!!!

 

I accidentally spilled cranberry juice on my ASUS laptop and now the screen isn't working. I've only had the laptop for about half a year and registered for Accidental Damage Protection when I first purchased the laptop. If I honestly told ASUS this, would they repair the laptop for me? Thanks.

 

Yes, you are covered under the accidental damage warranty for one incident within one year of purchase. Make sure you have your retail receipt for proof.

 

nice guide..................

 

hi quick question - can somebody link me to the asus webpage where i can check the warranty status of my laptop?

i registered the ADP a few months ago, but i dont remember having to create a account or anything...

 

ASUS Member Login

You need to log in to the account you created there.

If you didn't create an account, you either check the retail receipt or go by the beginning of the serial number (manufacture date, see the first post) and the warranty length listed on the sticker.

 

Just bought an Asus Zenbook a month or so ago and already the hard drive is fried. Put in an RMA request and they said that we have to pay for shipping. Is this normal??? I thought it was free shipping there and back. We live in Canada..

 

Shipping was free 2 years ago near Montreal (4-5 hours from the repair center) things might be different depending on your location or may have changed since then.

 

Nevermind, taken care of

 

Some information regarding RMA may be out of date, but this is the facility that currently does ASUS repairs on the West coast. Bizcom-US
Asus Taiwan, handles the original request for RMA, and also issues your RMA number. Thereafter you will receive mail from ASUS USA, regarding your repair status, costs etc.
They are located in Milpitas, CA, so you can calculate your shipping time.
Even under warranty, not all repairs are free. Shipping costs vary, but most of the time they will send you a FedEx shipping label.
Hope this helps.

 

Below is my BBB Complaint Filed Against ASUS, that also includes my horrific experience with ASUS RMA.

Consumer's Original Complaint :
Model: ASUS UX31E Zenbook
S/N:
Purchase Date: 2011/12/22
Manufacturer Warranty : 1 year from purchase date

Vendor: Best Buy
Purchaser Information:


ASUS Account Information:


My first repair was sent in May 23, 2012 with RMA Number USG9255414, with an issue regarding the unit shutting down upon connecting power. I paid for shipping. Power jack was replaced.

The unit, however, was returned and multiple stuck pixels were found on the LCD panel, an issue that was not present when the first RMA was created. A new RMA number was created, USG9260222. This time, ASUS provided me with a free shipping label from here on out.RMA was created on June 1, 2012. Unit was returned with LCD Panel replaced.

A new RMA was created on September 13, 2012. RMA Number is USG9293196. This one was a result of the screen developing more stuck pixels. Unit was returned indicating that LCD panel was replaced, ALSO Power jack was replaced once again.

A New RMA was created on October 30, 2012. RMA Number is USG92A8271. The unit began shutting down again upon plugging in the power adapter. Unit was returned indicating that motherboard was replaced. Representative claimed to have placed a request for unit replacement and also a request for me to be contacted before any repair began, I was not contacted however.

A New RMA was created on December 1st, 2012. RMA Number is USG92C0179. The unit's LCD panel is completely dysfunctional, the screen is completely white and does not display properly, representative claims to have attached my RMA history to the new RMA, attached my request for a replacement Unit, and also that I would be contacted before any repair took place.


Consumer's Desired Resolution:

Having owned multiple ASUS units and components, I purchased this unit with the confidence that I would have the same successful experience I have had with all of my extremely reliable previous ASUS purchases - of which I thankfully never had to deal with RMA. However, this current unit began developing issues within 6 months of usage, resulting in the first RMA created on June 1st. Each time this unit is sent in for repair, the service period is roughly around 2 weeks, equating to not being able to use the unit for a total of a 2 month period, given that I have sent this unit in 4 times so far. Now that my warranty period is almost over, I have no choice but to send the unit in to have an at least functional unit, instead of waiting for a response from ASUS to send a new replacement unit. For the fourth RMA, the representative claimed to have attached a request for the technician to consider the unit to be replaced, however I received a unit that had the motherboard replaced instead. Moreover, this time the unit was received with a damaged LCD panel once again, with a stuck pixel on the LCD panel - similar situation upon receiving the first RMA repair. However, being a college student with finals week quickly approaching, I could not afford any more time without a computer and decided to overlook the situation. However, after about two weeks of usage, the LCD panel becomes completely dysfunctional, displaying nothing but a white screen, leaving me with a completely non-functional computer. Upon calling ASUS tech support once again, I was advised that my case had been escalated and that a senior representative would contact me. The representative contacted me the next day (December 1st) and advised me that I would still need to send in the unit, even if I was seeking a replacement unit - however that the replacement would not be guaranteed. He stated that he has attached all of my previous RMA histories to the new RMA, as well as my request for a replacement unit. I also expressed my concerns that this seems like the same endless cycle I have been experiencing, and that the previous RMA representative also claimed to attached my request for a replacement unit and to be contacted before any repair was done, but that was not the case at all. At the end of the conversation, the representative (Andrew) stated that he would email me with my RMA number and shipping slip. After waiting a few hours, I did not receive the emails and called ASUS tech support once again to straighten things out. Given that I have sent this same unit in four times for recurring multiple problems (Power jack and LCD Panel), I believe that sending my unit in the FIFTH time would not resolve the issue and request that a NEW Replacement Unit be exchanged for this one.




Long story short..ASUS keeps sending back a notebook with multiple recurring problems and won't simply replace the unit.

 

Does Asus honor warranty from laptops bought at Amazon? What about Amazon sellers (like TCUK)? Looking to buy at Amazon then have it shipped here in the Philippines.

 

As long as it says Asus 360 on the box or materials, it has an international warranty if you buy it from an authorized reseller. Amazon is authorized, but resellers on amazon marketplace may not be. Definitely check beforehand.

http://completewarranty.asus.com/Content/US/360/360.aspx

 

hey guys my zenbook recently stopped working and after calling asus im gonna drop it off to be repaired
while it was in use, though, i moved it around a lot on my desk and the serial number sticker got rubbed off a bit, so i decided to take the whole thing off because it was annoying. i didnt know it had to be there for the rma.
should i just continue to drop it off, or should i stick the serial number sticker in my warranty card on it or what?

 

Man, I know exactly how you feel .. I´ve found other Zenbook owners with problems that is not being fixed by Asus Tech support (by "RMA). The lack of care and respect for our computers is amazing (the computers always return if new problems), also the lack of quality on Zenbook is notable because the is too many customers complaining for issues in 1 to 6 months of use.

My suggestion.. wee should create an specific blog and then spread this blog through WEB2.0 and hope at least it cause some attention on future ASUS Zenbook buyers. They can´t keep with this behavior without any punishment.

 

I am wondering with the various issues people seem to dislike or have issues with the standard rma warranty function:

Delays from having to mail it in for service

Issues trying to explain the issue so it is properly fixed once sent in. Again causing delays.

The longer wait times from a combo of things.



Why do I not see almost ko mention anywhere about anyone choosing to get the upgraded warranty services ASUS offers on a number of there laptops. For me the ux51 zenbook. I do realize the upgraded support is mostly only available to those in USA but there are many owners on here from the US.

I was able to uograde to a premium care package which is basically their buisness level support. It has on site next buisness day on all hardware isssues. None of the normal RMA mail in stuff. Its extended for 3 yrs and includes extension of the ADP as well one claim on it per yr. It was even less costly than any of the stuff like geek squad or square deal which offer far less IMO.

I actually ended up tyrning a post into a review of it from what I found thur research but its in a thread not meant for that. Should likely be here or in reviews: its post #17 in http://forum.notebookreview.com/asus/714950-questions-about-u500vz-ux51vz-2.html#post9167595

Anyways I figured its not seen used much because it seems many of the typical places people purchase their laptops from offer their own upgraded care or ones they make more $$ off of i.e. best buys, new egg, amazon etc. Many places that sell them cater more to buisness although they have good pricing if you look around some. I got the ux51 512g 2x256 ssd version for 2230 and the 3 yr premium care was another 289. Anyways was just wondering why I saw so little mention of it aywhere on the asus forums

 

The hard drive on my Asus Zenbook UX32A randomly broke yesterday. I've described it all in detail on this post.
Basically it made a clicking noise and now won't get past bios, I can boot from a USB but not the hard drive.

I haven't opened an RMA yet, as they're only open mon-fri . I'm also a bit worried that they'll damage the laptop or it'll come back with more problems- apparently the Asus service here in the UK is awful. The warranty situation is also complicated by the fact I bought it off the original owner, but hopefully they still cover it.

It'd be much better if they could just send me a replacement hard drive with everything installed so I could replace the faulty one, but I'm not sure if they'd do that. I'm even considering buying a new hard drive and sorting it out myself just to avoid the hassle and potential damage to the laptop.

Has anyone got any advice or experience that might help?

 

Hi guys, just thought I'd update you all on my UK repair (see above). Although no one else has posted on this thread since my last post, so I'm not sure if anyone will actually read this.

Basically they arranged a time for a courier to come and pick it up, he brought a special box to put it in and, all I had to do was put in the power adaptor and proof of purchase. Before it was collected I made sure to take loads of photos and videos of the laptop and its problem in case it was damaged etc.

Anyway a week later they delivered it, with a new hard drive which worked normally. However the weird thing was that they'd also replaced the LCD assembly! It was definately my laptop but the screen and metal top lid were now brand new and spotless! Weirder still, when I turned on the laptop everything on the screen was tiny, the task bar and all the text, it was as if everything on the screen had been shrunk down. After a few moments of confusion I quickly realised that they had in fact replaced the screen with a 1920x1080 lcd, rather than the original 1366x768 it came with. After some research I've learned that this is actually the screen from another, more expensive, model of zenbook, the UX31A.

There wasn't anything wrong with the screen, so I can only assume that while they were repairing (or transporting) my laptop they damaged the screen/lid and replaced it with a higher resolution screen, perhaps because that was all they had in stock, or they just didn't realise it was a different resolution. I'm not sure whether my experience shows their incompetence or helpfulness, it certainly didn't take long for the repair but I can't understand how they could damage the screen doing something as simple as an HD replacement. Anyway I'm certainly not going to complain as I've now got a full HD laptop out of it.

 

As I too had a good UK experience recently figured would post.

My nearly brand new ux51vz failed (wouldn't switch on or charge). Sent it back to Asus UK, back within 7 days (and over a bank holiday too) with a new main board.

 

Hey guys, I just had a question about the warranty and wanted to confirm if I was SOL or not.

I bought an Asus g60jx laptop REFURBISHED from newegg in winter 2010. I also bought a squaretrade warranty for it but it unfortunately expired in December 2012. Recently the graphics card failed/broke and made the laptop unusuable. Is there any route I can take to fix it with help or am I done for since I'm beyond the warranty?

 

Just got mine back. Same day turn time on the repair. Shipping was five day's there and back. They replaced the backshell, HDD, ad processor. Other than the shipping time, I was quite impressed by the repaur turn time.

 

Where can I check my laptop's warranty details? The || ASUS N56JR warranty information || link page is broken...

 

Is there something specific you wanted to know about it? You can check this page https://www.asus.com/support/images/pdf/e8549_nb-warranty-card_148x105mm_final_0827.pdf

 

Can someone let me know where can I purchase ASUS warranty extension? I am not sure whether to get ASUS or SquareTrade.

 

You should be able to get it as long as its within the first 60 days of getting your computer. Contacting the original place you purchased it from would be your best bet. Unless you go with square trade then you'll want to contact them directly.

 

Thanks. I bought it from Microcenter and they sell their own warranty. I am also not able to locate the standard coverage plan from squaretrade the ADH one is $200!!

 

You computer should come with a 1y accidental damage protection so you dont need to pay more for that unless you wanted longer. You do have to register it within 60 days ASUS Service | North America

 

Hi
I purchased a refurbished asus notebook X502C from Japan.The guy said that the warranty is global-wide(3month warranty).I have brought it to India.within 1 month I am facing difficulty with that notebook.I tried calling their customer executive in India and he said the warranty is restricted to the place where I purchased it.I am not understanding who is lying?Please give me terms and conditions of a refurbished ASUS notebook that's purchased from a foreign country.Kindly reply ASAP!!

 

Your best bet is going to be contacting the place you purchased it from and ask them about the issues you are running into and ask if they can help you set up any repair since you are within what they quoted you. Maybe ask them for a link where they show 3month global and provide that link to Asus repair in India.

The only refurbished warranty information I could find just pertains to North America.

 

I just got a friend of mine to buy the UX301LA ( i7, 512GB ) from Amazon US for me ( as it is not sold in India ), and it is (still) listed with 1 yr international warranty on amazon. However, on checking with Asus India, they replied that it has local US warranty only. I also checked with Asus US support, and they too told me it is US-only warranty, and that I should contact my retailer.

I have the amazon invoice, which mentions this as sold by amazon ( not a third party seller ). Any suggestions on how I should proceed ? I hate Asus for the level of "support" and "respect" they show to someone who buys their most premium ultrabook

 

If you haven't already, I would contact amazon about it and see how far they are willing to help you if Asus won't.

 

Amazon stated that I may return the notebook for a full refund, but the notebook is in India with me and I cannot return it

Edit : @Hutsady, will it be possible for you to please engage your Asus rep and ask if I can purchase an extended 3 year global warranty on this ( even though my friend bought from Amazon, I would really appreciate if you can help me out ). Asus customer care is being asinine about this and not even telling me how to purchase extended warranty, and their US estore is hopelessly setup.

I will paypal the money to XoticPC if the same is possible. Notebook was purchased on 13th May 2014, so well within the 60/90 day period for registering extended warranty

Thanks for your help

 

I brought in my S46CB Laptop on the 19th to the ASUS Markham facility because the HDD was failing and as of the 21st, my RMA status says WB1- Waiting for materials/spare parts. I'm planning to call them today and ask how long this usually takes but has anyone here had the same status? How long did it take for you?

UPDATE:

Called in and asked about how long it would take and the lady stated they don't ship it from their HQ in Taiwan but from a warehouse nearby and it shouldn't take long. We will wait and see.

UPDATE 2: Augest 25th

ASUS repair inquiry says the parts have arrived and repair is underway. Called them to verify this. One rep gave me a completion date by tomorrow and the other by Friday. They are replacing the HDD and SSD (Laptop contains both)

 

This thread's information is very outdated lol...