FIVE STEPS TO ADVANCE REPLACEMENT
1. 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: firstname.lastname@example.org
Phone Line Support: +420-596-766-891
2. Define problem and determine defect
If the problem is determined as hardware failure by ASUS, Customer may proceed to request Advance Replacement RMA Service.
3. Fill out and submit online request form
Fill out the online ARS Request Form: https://ars.asus-europe.eu/. All required details including Product Information, System Configuration & Defective Part Information, Applicant & Shipping Information, Billing Information and Pick Up Information, must be filled in correctly. VAT number is a mandatory item for companies. Incomplete, incorrect or illegible forms will delay processing. If you did not purchase directly from ASUS, please upload a copy of Proof of Purchase along with ARS Request Form. ASUS ARS team will issue an RMA number after acknowledging the receipt of ARS request from Customer.
4. Receive replacement product
ASUS will ship the replacement 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 you know immediately.
5. 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.
ASUS Advance Replacement RMA Service (hereinafter the "ARS") applies to Europe except for Russia and Ukraine. For Server Products service in Russia and Ukraine please contact local hotline. Next working day delivery can be guaranteed in EU (European Union) countries only.
B. Working hours
ASUS ARS Call center working hours is Mon-Fri, 8:00 AM – 4:30 PM (GMT+1:00).
ASUS ARS 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, motherboards, cards & power supply units
- ASUS Server Motherboards
- ASUS Workstation Motherboards: models with “WS” in the model name
- ASUS Server cards and modules: ASMB-IKVM modules, PEM InfiniBand Adapters, PEB-Series Network Adapters, PIKE cardsbrec
The replacement product could be expected to be shipped out on the same working day of ARS request if the RMA number is issued before 12 PM (noon) based on product availability. If the RMA number is given after 12 PM (GMT+1:00), the replacement product shall be shipped out the next working day.
E. Shipping - working days
ARS is available on the working days ONLY. If Customer applies for ARS 1 day before weekend or national holiday, the shipment of the replacement product shall be postponed until next working day.
F. Same/next working day shipment
ARS guarantees same/next working day shipment under 3 units of the same model. For over 3 units, please contact ARS window for parts availability.
G. RMA number on defective product
Customer will be asked to place a given RMA number on the box with returned defective product.
H. 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.
I. 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.
If ASUS Czech Service s.r.o. does not receive the defective product by the 14th day, Customer will be charged for the total costs of provided ARS service (replacement product price, shipping and handling costs) and ASUS ARS Team will not accept return of defective product anymore.
J. Customer-Induced Defect
ASUS ARS Team will examine if the defect is man-made caused within 3 working days after the receipt of defective product from Customer. If CID (Customer-Induced Defect) is found after the inspection, Customer will be informed via e-mail within 1 working day. Customer will be charged for repair, handling and shipping costs for CID. In case the CID part is irreparable the price of the replacement product, handling and shipping costs will be charged to Customer.
CID rules and examples can be found on this link: https://www.asus.com/support/Article/568/