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ASUS Diagnostic Fee Form (United States Consumer Customers)

Last Update : 2025/01/15

Please read carefully before proceeding.

  1. Diagnostic Fee:
    • The diagnostic fee is non-refundable and does not include the cost of repairs.
    • Once your product reaches the repair facility, it will undergo an evaluation process, including visual inspection, troubleshooting, and necessary updates to the BIOS, firmware, or operating system.
    • After the evaluation, you will receive an email with a repair quote. This quote may include the option for product replacement as a repair solution.
  2. Next Steps:
    • Upon receiving the repair quote, you can choose to proceed with payment, dispute the quote, or reject it directly via the provided options in the email.
  3. RMA (Return Merchandise Authorization) Process:
    • Only one product can be submitted per RMA request. For multiple products, submit a separate form for each. Including additional serial numbers in the description will result in processing delays.
    • RMAs are valid for 30 days from the date of issue. Please send your product promptly.
  4. Safety Concerns:
    • Do not submit an RMA request if the unit has potential safety hazards such as electric shocks, chemical leaks, smoke, fire risks, or other physical damages. Contact our support team for assistance instead.
  5. Shipping Requirements:
    • A physical address in the United States or Canada is required for the return of your repaired unit. PO Boxes and APO/FPO addresses are not acceptable.
  6. Warranty and Repair Costs:
    • If the issue involves physical damage not covered under warranty, you will be notified about any repair costs via email.
  7. Product Condition:
    • Products must be sent in their original factory state without upgraded or modified parts.
    • ASUS is not responsible for returning any upgraded or replaced components.
  8. Data and Accessories:
    • Back up all data before sending your product for repair. ASUS is not liable for data loss.
    • Remove any screen protectors before sending your product. These will not be replaced or returned.
    • Accessories not listed in the RMA checklist will not be returned.
  9. Additional Instructions:
    • Carefully review the RMA checklist and include a detailed description of the issues.
    • For certain issues (e.g., power-related), send associated accessories such as power cords or adapters.
    • Ensure the product is sent to the repair center address provided in the RMA instructions. Failure to do so may cause delays.

Important Note for Non-US/Canada Purchases
Due to restrictions on repair parts, we regret that we cannot accept phone products purchased outside of the US or Canada for repair. Please do not submit payment for such requests. We recommend you contact the original point of purchase for service or reach out to our customer support team for further assistance.

Thank you for your understanding.