[Phone/Pad] Customer Induced Damage (CID) criteria
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:
For more warranty information, please refer to the ASUS Product Warranty Card: Product Warranty Information.
Note: The following images are for reference only.
1. Surface - Damage
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
Surface scratch, or crack due to external force. | Exchange back cover case, or LCD module | Charge to Customer | Charge to Customer |
Surface scratches and damages | Surface scratches and damages | Surface scratches and damages | Surface Scratch | Lens cover - scratches | Lens cover - damages |
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2. LCD panel - 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 module | Charge to Customer | Charge to Customer |
Surface cracks and impact points | Surface cracks and impact points | LCD cracked | LCD cracked |
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3. 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 |
Scratches or abrasions | Scratches or abrasions |
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4. LCD panel - External object
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
The LCD screen has external objects present, and upon disassembly by the repair engineers, traces indicating the source of external object entry into the LCD module were confirmed. | Exchange the LCD panel | Charge to Customer | Charge to Customer |
The LCD screen has external objects present, and upon disassembly by the repair engineers, no traces indicating the source of external object entry into the LCD module were found. | Exchange the LCD panel | Covered under Warranty | Charge to Customer |
External object | External object |
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5. LCD panel - Mura
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
The LCD screen displays mura, but there is no damage attributable to impact, dropping, or contact with a hard object. | Exchange the LCD panel | Covered under Warranty | Charge to Customer |
The LCD screen displays mura, but there is no damage attributable to impact, dropping, or contact with a hard object. | The LCD screen displays mura, but there is no damage attributable to impact, dropping, or contact with a hard object. |
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6. SIM Tray Deformed
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
The SIM Tray is deformed due to external force. | Exchange the SIM Tray | Charge to Customer | Charge to Customer |
SIM tray deformation |
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7. I/O port - Pin 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 mainboard or I/O board | Charge to Customer | Charge to Customer |
Connector internal breakage | Shrapnel broken, deformed | Connector deformation |
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8. Accessory - Adapter damage
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
The Adapter surface is damaged due to external force. | Exchange the Adapter | Charge to Customer | Charge to Customer |
Surface cracked | Surface cracked |
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9. 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 USB Cable | Charge to Customer | Charge to Customer |
Connector deformation | Oxidation | Loose and bent | Missing Pin |
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10. Accessory - Headset damage
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
The Headset surface is damaged due to external force. | Exchange the Headset | Charge to Customer | Charge to Customer |
Surface cracked | Broken wire |
 |  |
11. Accessory - Scratch/Damage
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
Surface scratch, or crack due to external force. | Exchange back cover case, or LCD module | Charge to Customer | Charge to Customer |
Surface scratches and damages | Surface cracked | Surface cracked | Surface scratches and damages | Surface Scratch | Surface Scratch |
 |  | |  |  |  |
Surface Scratch | ROG Suitcase - Surface Borken | ROG Suitcase - Wheel Broken | ROG Suitcase - Elastic buckle Broken | ROG Suitcase - Surface Scratch | ROG Suitcase - Black plastic block missing |
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12. PCB trace scratched
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
PCB circuit trace scratches and breaks due to improper operation or unauthorized repair. | Exchange mainboard or I/O board | Charge to Customer | Charge to Customer |
PCB trace scratched | PCB trace scratched |
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13. Missing components or damaged
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
Missing components or damaged soldered parts due to mishandling or unauthorized maintenance. | Exchange mainboard or I/O board | Charge to Customer | Charge to Customer |
Components damaged | Components damaged | Component missing | Component missing |
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14. PCB Borken
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
Due to improper operation or unauthorized maintenance, the motherboard PCB may be broken due to external force. | Exchange mainboard or I/O board | Charge to Customer | Charge to Customer |
PCB Borken | PCB Borken |
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15. PCB/components corrosion and oxidation.
Comments | Solution | Unit Under Warranty | Unit Out of Warranty |
PCB/components corrosion and oxidation. | Exchange mainboard or I/O board | Charge to Customer | Charge to Customer |
Liquid stains | Liquid stains | Liquid stains |
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