Rma An Asus Monitor: A Step-By-Step Guide

If your ASUS monitor is faulty, you may need to return it for repair or replacement. This process is known as RMA (Return Merchandise Authorisation). Before you begin the RMA process, it's important to take pictures of the item that show every part of it is undamaged. You should also check the warranty status of your monitor, as this may impact the RMA process. When shipping your monitor, be aware that ASUS uses FedEx for returns, and that some users have reported issues with damage during shipping. It's recommended that you use your own shipping method if possible, so that you can make a claim with your chosen company if your product is damaged. If you do experience issues with your RMA, you can try contacting ASUS's CEO email for further assistance.

How to find the serial number on an ASUS monitor

To find the serial number on an ASUS monitor, you can look on the back of the monitor, around the barcode.

If you are trying to register your monitor, you may also find the serial number on the outside of the box. If you no longer have the box, the serial number can be found on the back of the small grey 'ASUS VIP Member Notice' booklet, in the bottom right corner.

If you are unable to locate the serial number, you can try contacting ASUS support or their CEO's office.

What to do if your monitor is damaged during shipping

If your monitor is damaged during shipping, the first thing to do is contact the seller and explain the situation. It is important to have proof that the monitor was damaged during shipping and not before, so be sure to take pictures of the damage and provide as much detail as possible. The seller may ask you to open a case in the resolution centre, or they may offer a refund or replacement without needing to return the item. If you are asked to return the item, be sure to get a return shipping label from the seller or the platform you purchased it from, as returning the item without this may result in you not receiving your refund.

If you purchased the monitor from a platform such as eBay or Amazon, you may be able to open a case or start a buyer protection claim directly with the platform. They may be able to force a refund or help facilitate a replacement.

If you are returning the monitor, be sure to package it securely to avoid further damage during shipping. Use appropriate packaging materials and consider insurance for the shipment to cover any potential damage.

If you are the seller of the monitor and are dealing with a customer whose monitor was damaged during shipping, it is important to handle the situation appropriately. Offer a refund or replacement and provide a return shipping label if necessary. You may also want to cooperate with the customer to make an insurance claim with the shipping company, especially if the damage was due to poor handling rather than poor packaging.

How to dispute a claim of customer-induced damage

If you are experiencing issues with your ASUS monitor and suspect that it might be classified as customer-induced damage (CID), there are a few important steps you should take to initiate the return merchandise authorization (RMA) process and dispute the claim:

Step 1: Understand the CID criteria

Before initiating the RMA process, it is important to understand the criteria that ASUS uses to determine CID. According to ASUS, CID includes but is not limited to the following:

• Cracks or breakage on the outer surface or monitor screen.
• Scratches, wear, or foreign substances on the screen surface.
• Breakage or detachment of plastic flaps on I/O ports.
• Broken or bent pins, or oxidation on I/O ports.
• Separation, deformation, or damage to the power adapter casing, cables, or connectors.

Step 2: Document the issue and collect evidence

Before sending your monitor for RMA, make sure to thoroughly document the issue by taking clear and detailed photographs or videos of the monitor, including all relevant angles and areas affected by the problem. These visuals will serve as evidence to support your claim and can be crucial in disputing a CID claim.

Step 3: Contact ASUS support

Initiate contact with ASUS customer support and explain the issue you are experiencing. Provide them with the photographs or videos you have taken as evidence. During this step, it is important to remain calm and professional, even if you feel frustrated. Clearly state that you believe the issue is not due to customer-induced damage and provide your reasoning based on the evidence you have collected.

Step 4: Follow the RMA process

Follow the RMA process as outlined by ASUS, which may include filling out relevant forms, obtaining shipping labels, and sending your monitor to the designated repair facility. Keep a record of all communication and interactions with ASUS during this process.

Step 5: Dispute the CID claim

If ASUS determines that the issue is due to CID and voids the warranty, you have the right to dispute this claim. Fill out the dispute form provided by ASUS and provide additional evidence to support your claim. You can also try reaching out to ASUS customer support again, presenting your evidence, and requesting that they re-evaluate their decision.

Step 6: Escalate the issue if necessary

If ASUS still does not accept your dispute, you may need to escalate the issue to a higher level of management. You can try contacting the ASUS CEO's office or relevant directors, as suggested by other ASUS customers who have successfully resolved similar issues. Provide a detailed explanation of your situation and include all relevant evidence.

Remember to be persistent and patient throughout the process. It may take multiple attempts and several weeks to resolve the issue, but it is important to stand up for your rights as a customer, especially if you believe you are in the right.

How to escalate an issue with ASUS

When dealing with ASUS customer support, it is important to be aware of your options, especially if you need to escalate an issue. Here is a step-by-step guide on how to escalate an issue with ASUS:

• Contact Customer Support: Before escalating any issue, it is always a good idea to start with ASUS's customer support team. Explain your problem and provide any relevant information or evidence. Their team will guide you through the initial steps of the process, which may include troubleshooting, providing proof of purchase, or initiating an RMA (Return Merchandise Authorization) request.
• Dispute Inaccurate Claims: If ASUS claims that the damage to your product is due to "Customer-Induced Damage" (CID), you have the right to dispute this. Provide any evidence you have that contradicts their claim, such as photographs showing the product was undamaged before shipping. Emphasize that the issue is not your fault and that you expect the warranty to cover the necessary repairs or replacements.
• Reach Out to Supervisors: If the customer support representatives are unable or unwilling to help resolve the issue, ask to speak with a supervisor. Explain your situation clearly and calmly, providing relevant details and evidence. It is important to maintain a respectful tone, even if you feel frustrated.
• Email the CEO's Office: If you still haven't received a satisfactory resolution, it's time to escalate the matter further. ASUS has an email address specifically for reaching the CEO's office: https://www.asus.com/us/support/article/787. Explain your issue in detail, and you should receive a response within a few business days.
• Provide Additional Evidence: If the CEO's office also claims that the damage is due to CID, you can push back by providing additional evidence that refutes their claim. For example, if they claim corrosion or rust, explain why that is unlikely or impossible based on the materials used in the product and the conditions it was stored in.
• Contact Executive Escalations: In some cases, you may need to reach out to the Executive Escalations team. Look for contact information in the signature lines of emails from the CEO's office, or use the form on their website. Explain your situation once again, emphasizing how you feel let down by ASUS's handling of the issue.
• Seek Legal Advice: If all else fails and ASUS continues to be unresponsive or uncooperative, you may need to seek legal advice. Consult with a lawyer who specializes in consumer rights to explore your options for legal recourse.

Remember to keep detailed records of all your communications with ASUS, including emails, chat transcripts, and phone call notes. Take photographs of your product from various angles to show any existing damage or issues. It is also advisable to back up important data before sending your device for repair to prevent data loss.

By following these steps, you can effectively escalate an issue with ASUS and increase the chances of a positive resolution.

ASUS RMA policy and procedures

ASUS provides an RMA service for its products, which includes repair services for technical hardware issues during the service coverage and warranty period. The warranty is offered to the original purchaser of the product from the date of purchase and can be found on the label sticker on the back of the product or on the product's warranty card.

For in-warranty repairs, ASUS will provide free repair services to remedy defects in a product's materials or workmanship. Out-of-warranty repairs, including Customer Induced Damage (CID), will incur charges for repair services, spare parts, and shipping and handling fees.

Before shipping items for RMA, it is recommended to take pictures of the item to show that it is undamaged. When contacting the call center, the following information should be kept handy:

• Type and model of the product
• Serial number of the product
• Description of hardware and software
• Problem description
• Any error messages displayed on the screen

If the problem cannot be solved remotely, ASUS will either send the customer a replaceable part with instructions or issue an RMA number for the defective product to be sent to ASUS for repair.

When preparing the defective product for shipping, the customer is responsible for backing up their data and removing personal files from the product. Only the product itself, including the battery, adapter, and power cable, needs to be included in the package. It is important to make the RMA number clearly visible on two sides of the box.

ASUS will diagnose the problem upon receiving the defective product. If it is an out-of-warranty case, a price quotation will be sent to the customer, including costs for spare parts, repair, diagnosis, and shipping and handling. The customer can agree to the price quotation in writing, and ASUS will begin repair services. If the customer does not agree within 30 days, the product will be returned unrepaired, and the customer will be charged for diagnosis and shipping and handling costs.

ASUS will repair the defective product or provide an equivalent swap product if a repair is not feasible within a reasonable timeframe. The repaired or replaced parts are warranted for three months or the remainder of the standard warranty term, whichever is longer.

Additional Notes:

• ASUS does not deliver to PO Boxes and certain military addresses.
• ASUS may change the warranty services available to the customer at any time, to the extent permitted by law.
• International warranty is subject to the availability of localized spare parts.
• ASUS is not liable for any loss, damage, or delay resulting from incorrect or outdated information provided by the customer.

Frequently asked questions