How does an RMA work with Asus?

[eXodus666]

I've sent an RMA to Asus through their helpdesk more than a week ago. I received a confirmation right away but I've got no news since. I'm just wondering how does the process work? Will they ship me a new product soon with a prepaid box for the defective one?

 

[paparazi]

eXodus666
Here in the UK the manufacturer (or there importer in your particular country) will not except a direct RMA from the end user.
Generally the only way to get something replaced is to first take/send the product back to the retailer, they examine it on your behalf and if they find it to be defective they send it back to there wholesaler who in turn examine the part again, then and only then (if found to be dfective) do they replace the part sending the replacement to the retailer at which point you collect the goods.
I think you are holding out false hope if you think they will send a replacement on your say so.
In our experience, at our shop, I estimate only one in ten goods returned are actually faulty, most are just fitted wrong, damaged when fitted, incorrectly setup etc etc this is why we will only replace goods in the shop when we have tested them and actually had a replacement from our suppliers.
Some larger retailers will replace goods directly after testing and then get an exchange later for the faulty parts but non that I know, will automatically replace on the strength of an end users diagnosis.
Martin


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[SESaskDFC]

Howdy:

With whatever I have had to RMA, nothing will happen until you send the defective one in with the RMA notice from ASUS.. You bear the cost.

Once they get the defective part, they will test it and send out a replacement on their tab..

Murray

 

[norty303]

eXodus666 - Did they confirm the RMA by email? Did they send you a return address and reference number? If they did you need to send the defective board back quoting the reference number (I normally put it on the address label and an internal sheet containing details of the fault and methods i've tried to test it)

 

[eXodus666]

The only thing I received is a confirmation to the RMA request. I didn't receive any reference number nor return address. Guess I still have to wait...or put Asus on my black list...

 

[Echoe]

I live in the US, and here's what I would personally do. Go to their site and look up warranty information:

http://www.asus.com/support/english/techref/warranty/index.aspx

Check to see if your product is still under warranty. If it is, than you are most likely entitled to a RMA if your product is truely defective. Note: some products warranty's depend upon the area you live, so you will probably have to call them directly to figure out if it is still under warranty.

Then cantact their RMA department which is listed on this page:

http://usa.asus.com/contact/contactindex.htm

RMA Support:
For ( USA and CANADA Customer only) please visit our website at

http://helpdesk.asus.com

to obtain a technical support case number before talking to our technical support agents. Use ASUS E-tools to check status on ongoing support cases online. Obtaining an RMA number or tracking your RMA status is just a click away when using ASUS E-Tools.

E-mail: rma@asus.com
Tel: 510-739-3777 (select option 3)
Fax: 510-608-4511

Then obtain the RMA number, send your product back to them(you cover shipping), and they will usually send you a new one or the repaired original(they cover shipping).

Hope this helps!
~Jeff~

 

[SESaskDFC]

Jeff:

They already have the RMA confirmation.. and they have been told how to use it..

Murray