Advanced Replacement Service
Warranty terms and conditions
FIVE STEPS TO ADVANCE REPLACEMENT:
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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:
- Email Support: advance.rma.eu@asus.com
- Phone Line Support: +420 552 303 070
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Define problem and determine defect:
- If the problem is determined as hardware failure, Customer may proceed to request Advance Replacement Service.
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Fill out and submit online request form:
- Fill out the online Advance replacement service Form. Ensure all required details, including Product Information, System Configuration & Defective Part Information, Applicant & Shipping Information, Billing Information, and Pick-Up Information, are filled in correctly. For companies, the VAT number is mandatory. Incomplete, incorrect or illegible forms will delay RMA processing. If you did not purchase directly from ASUS, please upload a copy of Proof of Purchase along with Advance replacement service form. ASUS Advance replacement service team will issue an RMA number after acknowledging the receipt of Advance replacement service request from Customer.
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Receive replacement produc:
- ASUS will ship the replacement part 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 customer know immediately. Our product warranty ensures a functional-OK swap replacement that meets company quality criteria. All parts are fully tested before ship out to the customer.
- Our product warranty ensures a functional-OK swap replacement that meets company quality criteria. All parts are fully tested before ship out to the customer.
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Return defective product:
- ASUS will arrange pick up of 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:
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Territory
- ASUS Advance Replacement RMA Service 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.
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Working hours
- ASUS Advance replacement support Call center working hours is Mon-Fri, 8:00 AM – 4:30 PM (GMT+1:00).
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Models
ASUS Advance replacement 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.
- ASUS Server cards and modules: ASMB-IKVM modules, PEM InfiniBand Adapters, PEB-Series Network Adapters, PIKE cards.
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Shipping
- If the RMA number is issued before 12 PM (noon) GMT+1:00 and the product is available, the replacement product will be shipped on the same working day as the Advance replacement service request. If the RMA number is issued after 12 PM, the replacement product will be shipped on the next working day.
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Shipping - working days
- Advance replacement service is available on the working days ONLY. If Customer applies for Advance replacement service 1 day before weekend or national holiday, the shipment of the replacement product shall be postponed until the next working day.
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Same/next working day shipment
- Advance replacement service guarantees same or next working day shipment for up to 3 units of the same model. For RMA exceeding 3 units, please contact the Advance replacement service contact window to check parts availability.
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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.
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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.
- Customer shall place the given RMA number on the box with returned defective product.
- Please ensure the product is packed securely to prevent any physical damage.
- 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.
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Customer-Induced Defect
- ASUS Advance replacement support will examine the defective product within 3 working days after receipt to determine if the defect is man-made. If a customer-induced defect is found, the customer will be informed via email within 1 working day. Customer will be charged for repair, handling and shipping costs for customer-induced defect. In case the customer-induced defect part is irreparable customer will be charged for damages caused to Asus.
- Customer-induced defect rules and examples can be found on this link: link: https://www.asus.com/support/Article/568/
- Our product warranty ensures a functional-OK swap replacement that meets company quality criteria. All parts are fully tested before ship out to the customer.
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