[NUC] NUC Service, Support, and Warranty Transition FAQs | Official Support

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[NUC] NUC Service, Support, and Warranty Transition FAQs

ASUS Contact Information
ASUS NUC Sales Contact: https://www.connect.asus.com/NUC_Contact_Sales
ASUS Official Support Site: https://www.asus.com/support
Regional Call Center Number: https://www.asus.com/support/nuc_service
Online Support & Service: https://www.asus.com/support/Product/ContactUs/Services/questionform

Support and Warranty:
Q1: Will I have my full 3-year warranty support? Will I get the full warranty support for the product that I am selling today?
A: For the 7th to 13th generation Intel NUC that are sold by Intel, ASUS will continue to provide support for the remainder of the warranty period. For 11th to 13th generation Intel NUCs sold by ASUS, ASUS offers three-year limited warranties. This warranty covers all hardware items included in the box. NUC Laptop Support will continue to be provided by Intel.
ASUS NUCs sold directly by ASUS come with a three-year limited warranty when purchased from ASUS, covering all hardware included in the box.
In all cases, full warranty support for the product begins from the day it is sold to customers.

Q2: Is the warranty support the same as it was before, or is it changing? Will I get a replacement or cash?
A: ASUS will base its warranty support on Intel’s service policy and guarantee a corresponding premium service term for our customers. ASUS will provide pick-up and return (PUR) services to help customers with replacements, and the warranty period will be three years with local coverage.
Intel Advance Warranty Replacement (AWR) benefits offered under the Intel Partner Alliance (IPA) program will not continue with the transition to ASUS. For further inquiries about the IPA program, please contact your Intel account representative.
Customers who have the AWR service from Intel and are interested in future service from ASUS, please refer to Question 11 and Question 12 for further explanation.
If ASUS is unable to provide replacement due to insufficient buffers, we will issue a refund.

Q3: Will I have warranty support for NUC products purchased through Intel?
A: Yes, please continue to use existing support mechanisms and channels from Intel until January 15, 2024. This includes Intel® branded NUC products purchased through ASUS. The primary channel for Intel support continues to be intel.com/support until the transition date. For support for 7th to 13th Gen NUC systems on or after January 16, 2024, please contact ASUS. ASUS contact information and support paths can be found on the top of the page, and will be officially supported on January 16, 2024.

Q4: How do I get warranty support for my NUC product purchased from Intel?
A: Intel support continues to be intel.com/support until January 15, 2024. For support for 7th to 13th Gen NUC systems on or after January 16, 2024, please contact ASUS. ASUS warranty support explanation is answered in Question 1.

Q5: How do I get technical support for my NUC product purchased from Intel?
A: Please continue to use existing technical support mechanisms and channels from Intel until January 15, 2024. For technical support on or after January 16, 2024, please contact ASUS. Relevant links can be found on the top of the page and will be officially supported on January 16, 2024.

Q6: What warranty will be offered on future ASUS NUC products?
A: ASUS NUC has three-year limited warranties. Full warranty support for the product begins from the day it is sold to customers. The warranty card can be found on the support site of each NUC product; here is an example for reference: NUC 13 Pro Desk Edition Mini PC Warranty.

Q7: How do I get warranty support on my NUC product purchased from ASUS?
A: For support for 7th to 13th Gen NUC systems on or after January 16, 2024, please contact the ASUS regional call center to confirm the warranty status of your NUC. The link to the regional call center number can be found on the top of the page, and will be officially supported on January 16, 2024.

Q8: How can I get technical support for my NUC product purchased from ASUS?
A: There will be FAQs posted for each NUC on ASUS Global for your reference, or please contact the ASUS regional call center to confirm the warranty status of your NUC. Relevant links can be found on the top of the page, and will be officially supported on January 16, 2024.

Q9: What will the process be for submitting claims after January 15?
A: Please use the regional call center to contact ASUS for warranty case claim applications. The link to the regional call center number can be found on the top of the page, and will be officially supported on January 16, 2024.

Q10: Where can I find driver, s ecuritypatch, or BIOS updates for my NUC product from ASUS?
A: These files and information for 7th to 13th Gen NUC will be copied from Intel’s support site and be uploaded to the ASUS support site by the end of November 2023. Files for ASUS NUC will be available on the support site before product launch.

Q11: I had Advance Warranty Replacement (AWR) repair benefit from Intel; will ASUS offer a similar program to Intel NUC?
A: The AWR service term is related to Intel Partner Alliance (IPA) program membership. Therefore, due to variations in the Intel Partner Alliance (IPA) program, certain aspects, including the AWR service term, will not fully transition to ASUS for NUC.
Customers who acquired an Intel NUC before September 1, 2023, may experi_20231215_final.pence changes in the AWR service when processing RMA with ASUS after January 15, 2024. We appreciate your understanding as we strive to provide the best possible service. For further inquiries about the IPA program, please contact your Intel account representative.

Q12: I want to have an equivalent AWR repair benefit from ASUS; will ASUS offer a similar program for ASUS NUC?
A: ASUS offers the Advanced Replacement Services (ARS) to any interested customers. The ARS service term requires additional purchases for warranty and service.
For customers who use Intel’s AWR service and are interested in the ARS Service from ASUS, please contact your account representative or report through ASUS NUC | Contact Sales.
For more information, please refer to the “Dear Customer Letter”.

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