Prepare Your Device for Service - PUR (Pick Up Request) & LOSS (Local On-site Service)

Last Update : 2024/07/05

Service and Repair Guidelines for Customers.
 

Service Areas: All across Malaysia.

Repair Request: Apply online only through https://as-rma.asus.com/my and fill in required information.

Pickup, Delivery and Servicing Hours: Monday to Friday (excluding public holidays), 9:00 AM to 6:00 PM.

Note: Our courier service partner will call to make arrangement for pick-up/services within 2 days upon receiving your online submission request. Please remember to keep yourself reachable.

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1. Data Backup:

1. Ensure that all important data is backed up and any personal, confidential, or proprietary information is removed from the device. ASUS may delete any data, software, or programs installed on the product without backing it up.
2. Remove all external storage such as SD card/Micro SD card and Sim Card from notebook/pad.
3. ASUS / ASUS Authorized Service Centre WILL NOT be responsible for any data lost in the event of factory reset need to be performed for resolution purposes.
4. Backup with MyASUS - For more information, please visit this LINK.

2. Non-Original Items:

1. During the repair process, ASUS Authorized Service Centre may remove any non-original labels, stickers, screen protectors, or coverings from systems with screens or cases. ASUS will not be responsible for preserving or restoring these items.
2. Remove any accessories or any removable storage devices such as memory cards, discs, flash drives, from the Product. ASUS shall have no liability for the loss, damage or destruction of accessories or removable storage devices.
    

3. How to prepare your Package? (PUR Only)

1. Proper Packaging: Ensure your product is well-packaged for shipping. Refer to the "Proper Packaging Examples" section below for detailed guidelines. ASUS and Courier Service Partner are not responsible for any damage resulting from improper packaging.
2. Cushioning and Sealing: Use sufficient cushioning/bubble wrap, place the device in a suitable box, and seal it. Do not include the adapter, power cord, or any accessories unless they are related to the reported issue.
3. Accessory Packaging: If accessories are related to the issue, wrap and pack them separately from the device to prevent damage during transportation.
4. Malfunctioning Accessories: Include accessories only if you reported them as malfunctioning with proper wrapping.
5. Documentation: Print two copies of the reply email/AirWayBill. Attach one copy to the top of the box and keep the second copy for your reference after the courier acknowledges document during collection.

4. Service Fees

1. In-Warranty Products:

1. Products within the warranty period and covered by the warranty terms are exempt from inspection fees, including shipping fees / mileage fees.
2. Products within the warranty period but diagnosed as Customer Induced Damage (CID), are not exempt from inspection fees, including shipping fees / mileage fees and spare parts fee.

2. Out-of-Warranty Products:

1. A non-refundable inspection fee is required in advance based on your product type. This fee must be paid prior to sending in your product. The inspection fee includes two-way shipping but does not cover parts price and transportation fees.
2. If you decline the repair after the inspection and quotation, an inspection fee (including shipping) will be charged.
3. If you agree to the repair after the inspection and quotation, the repair fee will be based on the technician's quotation.
4. For a detailed overview of the service fees, please refer table below.

5. Track your Repair Status
   i. You can easily track your repair status by visiting the ASUS website or click this REPAIR STATUS INQUIRY, to track your repair status.

Proper Packaging Examples