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Notebook Customer Induced Damage (CID) criteria

Last Update : 2021/01/11

ASUS does not warrant uninterrupted or error-free operation of this Product. The warranty only covers technical hardware issues during the Warranty Period and in normal use conditions. It applies to firmware issues but not to any other software issues or customer induced damages or circumstances such as but not limited to:

  1. Outer Surface (Case) - Damage
  2. Keyboard - Keycap dropped off
  3. Keyboard - Keycap dropped off (hook or scissor feet damaged)
  4. Keyboard - Abraded/Worn off keys
  5. LCD panel - Surface crack
  6. LCD panel - Liquid crystal damaged
  7. LCD panel - Scratch & Abrasion
  8. Touch PAD - Damage
  9. I/O port - Damage
  10. Accessory - Adapter/Mouse damage
  11. Accessory - Connector damage/metal oxidation
  12. Label - Damage
1. Outer Surface (Case) - Damage
Comments Solution Unit Under Warranty Unit Out of Warranty
Surface scratch, or crack due to external force. Exchange LCD bezel, LCD cover, top case, or bottom case Charge to Customer Charge to Customer

2. Keyboard - Keycap dropped off
Comments Solution Unit Under Warranty Unit Out of Warranty
The Keycap of Keyboard dropped off and the customer preserves the keycap when sending in for RMA. If customer does not preserve keycap, keyboard repair considered out of warranty. Reinstall Keycap or exchange the keyboard module Covered under Warranty Charge to Customer

3. Keyboard - Keycap dropped off (hook or scissor feet damaged)
Comments Solution Unit Under Warranty Unit Out of Warranty
The Keycap of Keyboard dropped off and the hook or scissor connecting the key to keyboard is damaged. Exchange the keyboard module Charge to Customer Charge to Customer

4. Keyboard - Abraded/Worn off keys
Comments Solution Unit Under Warranty Unit Out of Warranty
The keyboard or keyboards keys are abraded or worn off. Exchange the keyboard module Covered under Warranty Charge to Customer

5. LCD panel - Surface crack
Comments Solution Unit Under Warranty Unit Out of Warranty
The LCD panel has cracked on the surface with an impact point. Exchange the LCD panel Charge to Customer Charge to Customer

6. LCD panel - Liquid crystal damaged
Comments Solution Unit Under Warranty Unit Out of Warranty
There is a wide-area dark spot, but LCD panel glass is not damaged. Exchange the LCD panel Covered under Warranty Charge to Customer

7. LCD panel - Scratch & Abrasion
Comments Solution Unit Under Warranty Unit Out of Warranty
Surface scratch or abrasion on surface panel. Exchange the LCD panel Charge to Customer Charge to Customer

8. Touch PAD - Damage
Comments Solution Unit Under Warranty Unit Out of Warranty
The Touch PAD shows visual evidence of external force or impact. Exchange the Touch PAD Charge to Customer Charge to Customer

9. I/O port - Damage
Comments Solution Unit Under Warranty Unit Out of Warranty
Device received with visual evidence of damage to I/O board by forced insertion or removal of external plug-in device. Exchange related parts Charge to Customer Charge to Customer

10. Accessory - Adapter/Mouse damage
Comments Solution Unit Under Warranty Unit Out of Warranty
The Adapter/Mouse's surface or cable is damaged due to external force. Exchange the Adapter or Mouse Charge to Customer Charge to Customer

11. Accessory - Connector damage/metal oxidation
Comments Solution Unit Under Warranty Unit Out of Warranty
The connector is damaged or metal oxidation is found due to usage or storage. Exchange the Adapter or Mouse Charge to Customer Charge to Customer

12. Label - Damage
Comments Solution Unit Under Warranty Unit Out of Warranty
The serial number label on unit is removed, scribbled on, seriously damaged, or unreadable. Buy new parts If the Serial Number can be identified that it's ASUS product → Covered under Warranty
If the Serial Number can't be identified → Charge to Customer		 Charge to Customer