Warranty Replacement Options & Instructions for Server Products (Indonesia)
Terakhir Diperbarui : 2017/07/26
FOUR STEPS TO ADVANCE REPLACEMENT
- Contact ASUS ARS Team
Contact ASUS Server Service Center (handled by local Distributor PT. Festino Indonesia Team and partner) for Advance Replacement RMA Service support/Service request:
- Jakarta Area: +62 817-88822
- Other Area (Bandung, Semarang, Yogyakarta, Surabaya, Makasar, Denpasar, Batam, Medan, Balikpapan): +62 21-3850-200 (Hotline)
- Define problem and determine defect
For technical assistance & problem diagnostic of ASUS Server motherboard, and ASUS Server system product: +62 817-88822
If the problem is determined as hardware failure by ASUS, Customer may proceed to request Advance Replacement RMA Service.
- On-site visit and diagnose
Asus server use next business day on-site visit; the engineer visit on the next day after received service request for problem diagnostic/troubleshoot. Related defect product will be order to local Distributor PT. Festino Indonesia and ship within the same day by local Distributor PT. Festino Indonesia.
- Receive replacement product
Once replacement product ready on related city, engineer visit to replace the defective product on site.
NOTES:
- Territory
ASUS Advance Replacement RMA Service (hereinafter the "ARS") applies to Indonesia territory. For Server Products service in other cities that not yet included please contact +62 817-88822.
- Working hours
ASUS ARS Contact center working hours is Mon-Fri, 9:00 AM – 5:00 PM (GMT+7:00).
- Models
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 cards
- On-site visit
On-site visit only applied for the following cities: Jakarta, Bandung, Semarang, Yogyakarta, Surabaya, Makasar, Denpasar, Batam, Medan, Balikpapan. For other cities that not yet included, please contact +62 817-88822 and you may need to ship the product to our local Distributor directly. Only shipping return cost will be cover by local Distributor.
- Shipping - working days
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+7:00), the replacement product shall be shipped out the next working day.
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.
- Shipment - leadtime
Shipment leadtime depends on local Distributor availability and normal shipment leadtime is 2 working days.
- 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.
After on-site visit for product replacement, related defective product will be ship to ASUS Repair Center by local Distributor. Engineer may not found any Customer-Induced Defect (the defect is man-made caused) on physical check but if defect (man-made caused) found by ASUS repair center, 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.
CID rules and examples can be found on this link: https://www.asus.com/support/Article/568/