) ASUS RMA

Advanced Replacement Service
(Main page)

Warranty terms and conditions

FIVE STEPS TO ADVANCE REPLACEMENT:

  1. Contact ASUS ARS Team
    Contact ASUS ARS Team via E-mail or phone for technical assistance & problem diagnostic of ASUS workstation motherboard, server barebone and server motherboard product:
    Server / Workstation Support Email: advance.rma.eu@asus.com
    Server / Workstation Support Phone Line: +420 552 303 070

  2. Define problem and determine defect
    If the problem is determined as hardware failure by ASUS, Customer may proceed to request Advance Replacement RMA Service.

  3. Fill out and submit online request form
    Fill out the online ARS Request Form. All required details including Product Information, System Configuration & Defective Part Information, Applicant & Shipping Information, Billing Information and Pick Up Information, must be filled in correctly. VAT number is a mandatory item for companies. Incomplete, incorrect or illegible forms will delay processing. If you did not purchase directly from ASUS, please upload a copy of Proof of Purchase along with ARS Request Form. ASUS ARS team will issue an RMA number after acknowledging the receipt of ARS request from Customer.

  4. Receive replacement product
    ASUS will ship the replacement the same working day if the request is made before 12 PM (noon) (GMT+1:00) for delivery next working day. In case there are delays in shipment we will let you know immediately.

  5. Return defective product
    ASUS will arrange pick up the defective products for you with ASUS forwarder.
    ASUS ARS service is a FREE Freight service on both forward and reverse logistic.
Warranty term and conditions - Notes:

  1. Territory
    ASUS Advance Replacement RMA Service (hereinafter the "ARS") applies to Europe and some Middle East and African countries. Next working day delivery can be guaranteed in EU (European Union) countries only. This ARS service does not apply to Ukraine and Russia. For Server Products service in Ukraine and Russia please contact the local hotlines.

  2. Working hours
    ASUS ARS Call center working hours is Mon-Fri, 8:00 AM – 4:30 PM (GMT+1:00).

  3. Models
    ASUS ARS service will be applied for the below supported models only:
    • ASUS Server Barebones and Server Systems: only electronic parts and parts which might influence the system function & operating will be applicable to ARS: for instance fans, boards, cards & power supply units.
    • ASUS Server Motherboards.
    • ASUS Workstation Motherboards: models with “WS” in the model name.
    • ASUS Server cards and modules: ASMB-IKVM modules, PEM InfiniBand Adapters, PEB-Series Network Adapters, PIKE cards.

  4. Shipping
    The replacement product could be expected to be shipped out on the same working day of ARS request if the RMA number is issued before 12 PM (noon) based on product availability. If the RMA number is given after 12 PM (GMT+1:00), the replacement product shall be shipped out the next working day.

  5. Shipping - working days
    ARS is available on the working days ONLY. If Customer applies for ARS 1 day before weekend or national holiday, the shipment of the replacement product shall be postponed until next working day.

  6. Same/next working day shipment
    ARS guarantees same/next working day shipment under 3 units of the same model. For over 3 units, please contact ARS window for parts availability.

  7. RMA number on defective product
    Customer will be asked to place a given RMA number on the box with returned defective product.

  8. Unauthorized return
    An unauthorized return, i.e. one for which an RMA number has not been issued, will be returned to the customer. Return shipping cost will be charged to customer.

  9. Defective product return
    Customer shall return only the defective product without any accessories (e.g. manuals, cables, I/O shields, CD's etc.). Defective node is necessary to return with all original parts (ASMB-IKVM module, riser card + metal bracket, heatsink/fan, non-transparent CPU socket cover). Defective motherboard is necessary to return with non-transparent CPU socket cover. If ASUS Czech Service s.r.o. does not receive the defective product by the 14th day, Customer will be charged for the total damages caused to ASUS. ARS Team will not accept return of defective product anymore.

  10. Customer-Induced Defect
    ASUS ARS Team will examine if the defect is man-made caused within 3 working days after the receipt of defective product from Customer. If CID (Customer-Induced Defect) is found after the inspection, Customer will be informed via e-mail within 1 working day. Customer will be charged for repair, handling and shipping costs for CID. In case the CID part is irreparable customer will be charged for damages caused to Asus.
    CID rules and examples can be found on this link: https://www.asus.com/support/Article/568/
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