FAQ RMA

1.     Once my RMA has been created, how long does it take to ship my product ?
 

⇒ Once your RMA has been created, you have 15 days to ship your device, otherwise the agreement provided will be automatically cancelled. After this period, you will need to contact our customer service department again.

 

2.     How do I pack my product according to ASUS conditions ?
 

⇒ Use neutral packaging. Please note that if you send the original carton, it cannot be returned to you.

⇒ Hide the battery label, protect the device well using wedges, bubble wrap or newspaper.

⇒ Accessories are to be supplied according to the problem, for example if you have a battery problem, you will need to attach your charger to your device. Be sure to separate the accessories from the product to avoid shocks.

⇒ Please take photos of your product and its packaging before sending it.

⇒ You will receive instructions on how to pack your product as an attachment to the returns agreement.

ASUS will not be held responsible for any damage caused to the product by improper packaging.
 

3.     How do I schedule the collection of my product ?
 

⇒ Your options are to have the carrier come to your home between 9am and 5pm, Monday to Friday, or to drop off your appliance at an approved collection point. The list of drop-off points near you is available on our collection interface.

⇒ For the shipment of your equipment, you will receive a second e-mail with your login and password in order to schedule the collection and download the shipment note from our site.

⇒ Once you have logged on to our collection portal, you will be taken to the following interface :

 

The blurred part indicates your RMA number. Click on it and you will be redirected to the page confirming your details. This part must be filled in even if you drop off the parcel at a relay point.  If you drop off your parcel at a pick-up point, make sure you have your proof of delivery stamped and keep it in a safe place.
 

The next page concerning the dimensions of the parcel is already pre-filled, go to the next page.
 

⇒ At this stage :

You need to check the date you have selected for sending or dropping off your product in order to proceed to the next stage and book the shipment.

Your collection has been created, the shipping label to be printed and affixed to the parcel is available by clicking on the link as illustrated below : 
 

4.     My parcel was dispatched and then returned before reaching the centre. What should I do ?
 

⇒ Generally, if the parcel is returned to you it is because the battery label was visible and/or the packaging conditions were not respected. You will therefore need to contact our customer service department to create a new shipping label.

 

5.     Which carriers are available ?
 

Depending on the repair centre to which your product will be sent, the carrier may be different.

⇒ Portugal : DHL 1 to 3 working days

⇒ Czech Republic : DHL 1 to 3 working days

⇒ Poland : DHL outbound / UPS return 1 to 3 working days

⇒ Holland : DHL 1 to 3 working days
 

Breakage on unpacking (DOA) : FEDEX 1 to 3 working days for returns

 

6.     How do I track my repair ?
 

You can track the progress of your repair using your RMA or SN number by clicking on the following link : https://www.asus.com/fr/support/repair-status-inquiry

If you are unable to access the necessary information, please contact our advisers. They will be able to tell you the status of your application.

 

7.     What are the stages in my repair ?
 

⇒ From receipt of product in the workshop Within 7 to 21 days

⇒ Key-in status means product registration

⇒ The test status indicates that tests are underway on your product

⇒ Repair means that your product is being repaired
 

⇒ Special status :
 

WF4 : A quotation has been sent to you, we are waiting for your feedback

WB1 : The centre is awaiting delivery of the parts needed for the repair

NTF : The issue has not been duplicated by our technicians

 

8.     Will I get my spare parts back after the repair ?
 

If your product is under manufacturer's warranty at the time of the intervention, ASUS will keep your defective spare parts and replace them with new ones.
 

However, if your product is no longer covered by the manufacturer's warranty, your spare parts will be sent back to you with your product, subject to payment of the quotation issued.
 

9.     Under what conditions will I receive my product ?
 

⇒ Your product will be sent to you in a neutral box

⇒ Portugal : DHL 1 to 3 working days

⇒ Czech Republic : DHL 1 to 3 working days

⇒ Poland : DHL outbound / UPS return 1 to 3 working days

⇒ Holland : DHL 1 to 3 working days

 

10.     What if one of the accessories is missing ?
 

⇒ If an accessory is missing when you receive your product, please contact our customer service department within 48 hours. A check will be carried out in the workshop.

After this period, ASUS reserves the right to reject the claim.

 

11.     How do I track the return of my product ?
 

⇒ When the repair of your product is complete and the parcel has been reshipped, you will receive an e-mail notification. The carrier will also send you the tracking number for the return shipment.

You can track it via the link provided by the carrier.

 

12.     What will my return parcel contain ?
 

⇒ A service report explaining the tests carried out on your product. If this is not available, please contact our customer service department and a copy will be sent to you.

⇒ Your product

⇒ Defective components of your machine if it was no longer under warranty at the time of the intervention. 
⇒ Accessories sent with your machine.

 

13.  What should I do if there are problems returning my product (e.g. lost parcel, empty parcel, damaged product, etc.) ?
 

⇒ Contact our telephone support at +33 01.70.94.94.00. Our support team will tell you everything you need to do

⇒ You can also contact us using the contact form : https://www.asus.com/fr/support/mailus/inquiry/mail?title=Par%20e-mail

⇒ Take photos in the event of damage

⇒ We recommend that you note any visible damage on the delivery note
 

14.  My product is still faulty after I receive it. What should I do ?
 

⇒ Please contact our customer service department, our advisers will be able to analyse your request and the intervention carried out in the workshop. You will be able to obtain a new return agreement to send your product to the workshop for diagnosis. If a new repair is necessary, this will be carried out by the technician. We invite you to provide all the details of the fault, as well as photos and videos of the problem.

15.     I don't understand my intervention report
 

⇒ In the event of an NTF, you will find other pages after the service report with ASUS advice concerning your fault in order to prevent it from happening again.

 

16.     What happens to my warranty after my product has been repaired ?
 

The warranty on your product is extended according to the amount of time it was out of service during the repair (e.g. if my product was out of service for 15 days, I benefit from an additional 15 days warranty).
 

The downtime extends your initial warranty by the same amount. Please note that each repair is covered by a 3-month manufacturer's warranty on labour and replaced parts.

1. Once my RMA has been created, how long does it take to ship my product ?
   
   ⇒ Once your RMA has been created, the shipping labels are sent to you by e-mail. Automatic collection is scheduled for D+1, the day after the ASUS RMA is created. 
   
   At the same time, you will receive a second e-mail after the ASUS return agreement (DHL shipment) confirming the collection date and tracking number. Shipping labels will be attached to this email.
   
   Please prepare your parcel for the collection date.
   
    
2. My parcel has not been delivered to the carrier
   
   Please contact ASUS Customer Service to reschedule a new pickup. 
   A new date and new shipping labels will be provided.
            

1. Where is the product sent as part of a commercial solution ?
   
   Your product is sent to our European headquarters in Holland where the tests will be carried out.
    
2. What do I have to send back in the event of an unpacking fault ?
   
   In the event of an unpacking fault, we invite you to return the complete product with the accessories included in the delivery (e.g. the charger).
   The original components inside your appliance must also be returned.
   
   If a part or component is missing, a deduction may be applied by our services to the amount of the credit note.
   
   If you have the part or accessory, it is your responsibility to send it to the workshop (in Holland) at your own expense. We will not provide a shipping label for the missing accessory.
    
3. Do I have to return my product in its original packaging ?
   
   No. We recommend that you send your appliance in neutral packaging/cardboard.
   If you send your product back, it will be returned to you in neutral packaging. For reasons of hygiene and safety, we do not keep the original carton.
    
4. Which carrier will pick up my product ?
   
   Please note that your appliance will be picked up by FEDEX.
   In exceptional circumstances, your appliance may be collected by another partner carrier such as DHL or TNT.
    
5. How long does it take to deal with a fault after unpacking ?
   
   From the time your product is received in the ASUS workshop, it will take 4 to 6 weeks to process your case. This time is given as an indication.
    
6. Will I get my product back afterwards ?
   
   No. In the event of a breakdown after unpacking, your product will not be returned. It is kept by the manufacturer.
    
7. I have received a DOA, is my case validated at this stage ?
   
   Receiving a DOA does not mean that the case is automatically validated. It is only a validation of the DOA study. Your product must be tested by our technicians. If the fault mentioned is reproduced and duplicated, the file is approved and the compensation procedure initiated.
    
8. What type of solution is proposed as part of a DOA procedure ?
   
   As part of a DOA procedure, we issue a credit note via your distributor-reseller. The latter is responsible for making the return via an exchange, refund or credit note.
    
9. Should I contact my reseller or will ASUS send me the credit note ?
   
   You will have to contact the distributor to obtain the compensation. The credit note is issued between the manufacturer and the retailer only.
    
10. Can I know the amount of the credit in advance ?
    
    No. The amount of the credit note is confidential and can only be passed on to the distributor partner.
     
11. Can I get a copy of the credit note sent to my dealer ?
    
    No. The copy of the credit note is a confidential document that can only be sent to the distributor.
     
12. Will my data be deleted in the event of an unpacking failure ?
    
    ASUS automatically deletes the data and software on your device in the event of an unboxing failure.
    We strongly recommend that you make a backup on an external medium beforehand.  ASUS France does not provide any backup service.
     
13. Am I responsible for shipping costs ?
    
    ASUS provides the shipping label to send the unit to the workshop. There are no shipping charges
     
14. Can I exchange the product ?
    
    No. We do not offer product exchange. ASUS will only issue a credit note.
    We invite you to contact your distributor if you wish to obtain an exchange.
     
15. If the technician does not duplicate the fault indicated, will the case be validated ?
    
    The file is validated only if the fault is reproduced and duplicated.
    If this is not the case, the product will be returned to you as is, without repair.
     

1. Where is the product sent as part of a commercial solution ?
   
   As part of a commercial solution, the product is sent to ASUS European headquarters in Holland.
   
    
2. How long does it take to get my money back ?
   
   Once our services have validated the documents in full, the refund will be made within 30 working days to the bank account (time given as an indication which may vary depending on the bank).
   
    
3. Will I get my product back as part of a commercial solution ?
   
   If the commercial solution is approved, you will not receive the product back. Ownership of your product is transferred to the manufacturer once a commercial solution has been implemented.
   
    
4. Will my data be deleted ?
   
   As part of a commercial solution, data is systematically deleted.
   
   We invite you to save your computer data on an external medium. ASUS France cannot be held responsible for the loss of your data or software installed in the system. ASUS France does not provide any backup service.
   
    
5. Are shipping costs included in the refund amount ?
   
   No. The refund does not include the cost of postage, handling fees and extended warranty. We will only refund the ASUS product itself, without any additional costs.
   
    
6. What type of solution will I be offered ?
   
   The type of solution offered will depend on the point of sale where you made your purchase. 
   
   There are two possible solutions :
   
   ⇒ A credit note: the retailer may offer you either a new exchange, a refund or a credit note on your next purchase.
   ⇒ A refund of the amount shown on your purchase invoice.
   
    
7. What is the amount of the credit note ?
   
   Only your retailer knows the amount of your credit note and will be able to tell you. For your information, the retailer will offer you a commercial solution (refund, exchange or credit note) based on the amount shown on the purchase invoice.
   
    
8. Can I obtain a refund rather than a credit note ?
   
   If a credit note is offered by our services (ASUS), we will not be able to offer a refund. Our agreements with certain reseller partners provide for a contractual credit note procedure.
   
   You have the option of requesting another commercial solution directly from the reseller.
   
   We are not able to intervene on the commercial solution proposed by the reseller to his customer (the act of purchase having not been concluded via ASUS).
   Our commercial terms imply a credit note to your reseller, who will then be able to offer you a commercial solution such as a credit note, exchange or refund.
   
    
9. I would like compensation for damages in addition to the commercial solution
   
   We do not offer additional compensation for after-sales service accounting for this type of case. The commercial solution only covers the ASUS product. For any claim, we invite you to initiate a request to the competent courts to assert your rights to damages.
   
    
10. Can I have my extended warranty refunded ?
    
    If the warranty extension has not been used, we can refund it (subject to conditions).
    However, if it has already been used, we will not be able to make the refund.
     
11. How can I track my request for a commercial solution ?
    
    ⇒ Case for a refund :
    As a reminder, it takes approximately 3 to 4 weeks for the refund to be effective and visible on your account. This time is given as an indication and may vary depending on the bank.
    
    ⇒ Credit note :
    For a credit note, it takes approximately 4 to 6 weeks for ASUS to refund the credit note to your retailer. The retailer will either exchange the product for a new one, or reimburse you in the form of a credit note, depending on their terms and conditions (ASUS cannot be held responsible for the solution provided by your retailer).