Desktop&All in One Warranty Policy | Official Support

ASUS ROG Desktop Computer Warranty Regulations

Warranty period

The product warranty period refers to the free after-sales maintenance service provided by the product under normal operation and use.

The warranty period of the whole machine is 36 months
The warranty period of accessories is 12 months (including keyboard, mouse and power cord).
Please refer to the warranty regulations of accessory monitor for the warranty terms of the monitor attached to the host computer.
The warranty period of the pre installed operating system is 36 months.

*The pre installed operating system is subject to the actual shipment.

*The above warranty period is applicable to products (G series desktop computers) delivered after June 1, 2019 (inclusive), and products delivered before May 31, 2019 (inclusive), with the whole machine for one year and main parts for three years.

DT (G series desktop) warranty policy adjustment
Before June 1, 2019	After June 1, 2019
One year for complete machine and three years for main parts	Three years for complete machine

*Note: The specific warranty period is subject to the query results of ASUS official hotline. (The machine serial number shall be provided as the query basis)

Five VIP service upgrades for high-end computers (G series desktops):

VIP service hotline
400-616-6655 ROG dedicated line all-weather senior engineer service, tracking and solving problems for you
On site cleaning service
Provide one door-to-door cleaning service within one year after purchase
Software door-to-door service
One door-to-door service within the warranty period of the complete machine
Priority
Go to the service center during the warranty period, and the engineer will give priority to reception
Standby machine service
The standby machine can be used before the machine is repaired

Paid door-to-door service at night (18:00~21:00)

Non working hours door-to-door service fee	0~10KM	10~20KM	20~30KM	30~40KM
Charging standard (RMB)	fifty	seventy	one hundred	one hundred and forty

*This service needs to negotiate with the service center to confirm the specific door-to-door matters

Warranty terms

The warranty terms are independent of any other warranty terms applicable to the product you purchased, but will not affect or limit the national statutory warranty terms in any way.

one , Overview

During the valid warranty period from the date of purchase, if the product has performance failure under normal operation and use, you can enjoy free after-sales maintenance service at the authorized service center designated by ASUS.
When purchasing the machine, please ask the dealer for a valid purchase invoice and keep it properly. Requirements for valid purchase invoice: the invoice must indicate the serial number, model, sales date, seal of the seller and sales amount of the product. Please keep the original valid purchase invoice and product warranty card and show them when the product enjoys warranty service.
When you provide a valid purchase invoice corresponding to the product, it will be calculated from the date when the invoice is issued. If a valid purchase invoice and warranty card cannot be provided, the warranty period will start on the production date corresponding to the serial number of the product body.
The warranty service of this product does not include faults caused by incorrect installation, operation, cleaning, maintenance, accidents, damage, misuse, abuse, non ASUS original parts, software errors, natural wear and tear, or other accidents, acts, faults or negligence not within ASUS control.
Asustek's original factory pre installed operating system, original factory complimentary software and original factory complimentary gifts shall be guaranteed in accordance with relevant national regulations. Complimentary items that are not sold by ASUS original factory will be guaranteed in the form of activity specified warranty.
The original agent or dealer shall be responsible for the service, warranty and technical support for the additional services, additional non original accessories and non original gifts promised by the agent or dealer.
After enjoying the warranty service, for the same fault, if the remaining warranty period is less than 3 months, the warranty service will be provided as 3 months.
The service center may restore the initial settings of the operating system when repairing the product. ASUS will not restore or transfer any data or software in the storage device of any product sent for repair. After the product is repaired, the original data of all users may be permanently deleted.
When ASUS provides after-sales maintenance services, all replaced hosts, parts, accessories, etc. are owned by ASUS.
No global warranty repair service is provided. Desktop computers purchased in mainland China can only be sent to mainland China for repair. Desktop products purchased in other countries or regions (including Hong Kong, Macao and Taiwan) can only be provided with services at the place of purchase.

two Software technical support

(1) ASUS only provides technical support for pre installed software related to hardware functions of this product, and non pre installed software is not covered by ASUS desktop computer warranty.

(2) ASUS Service Center only provides quality assurance for the normal operation of the pre installed software under the Microsoft's End User License Agreement (EULA).

(3) ASUS Service Center is only responsible for the installation of pre installed software and necessary configuration, not including software modification or personalization.

(4) ASUS Service Center will not assume any responsibility for any software installed by customers and possible damage.

(5) For questions about pre installed software, we recommend you refer to the user manual, ASUS technical support website and other resources. For problems with third-party software, please consult the software seller or software provider.

three 、 LCD LCD panel (screen) bright and dark spots

Due to the complexity of LCD panel manufacturing process, the screen may have bright spots, dark spots and other phenomena, but these do not affect the efficiency of the product.

Based on providing more perfect customer service, the company provides special warranty services for LCD panels under the following circumstances:

During the warranty period of this product, if there are more than three (excluding three) bright spots on the LCD screen;
During the warranty period of this product, more than five (excluding five) dark spots appear on the LCD screen.

If your product LCD screen meets the above conditions, replace the LCD screen according to industry standards. However, the replaced LCD screen may contain bright or dark spots.

Tips:

(1) The number of bright spots on the LCD panel screen is less than three (including), or the number of dark spots is less than five (including), which is within the allowable range of the industry.

(2) Highlight: the bright spots displayed on the background of full black background are called highlights.

(3) Dark spots: non luminous color spots displayed on a full black background, and other color spots displayed on other color backgrounds (excluding black).

(4) The review environment of LCD highlights and dark spots is as follows:

• The linear distance between the screen and the examiner shall not be less than 30cm;

• The indoor temperature is between 20-40 ℃;

• Ambient illumination between 300-500 lux;

four . Seek technical support

When you use product features,

Please read the user manual first and use the product only according to the instructions in the user manual;
Please regularly back up the data stored in the product's built-in memory (such as hard disk);
Please keep the original packaging. During transportation, the original packaging will provide better protection for this product;
If you encounter problems in using ASUS products, it is recommended that you consult the user manual or the technical support website for answers before calling the service hotline or the repair service center.

When you need to contact ASUS customer service,

Before contacting ASUS technical support, if conditions permit, please confirm that you have opened the product and placed it in front of you; At the same time, please provide the product model, serial number, purchase date, operating environment, BIOS or firmware version, matching hardware, detailed fault phenomenon, etc., so that ASUS technical engineers can more accurately and quickly determine the cause of the fault.
You can visit the official Chinese website of ASUS（ http://www.asus.com.cn ）For the technical support page of, refer to various services and FAQs.
You can pass relevant questions through http://www.asus.com.cn/support Conduct e-mail consultation.
You can call ASUS 7 * 24H ROG service line 400-616-6655 from Monday to Sunday for technical support, including pre-sales consultation, technical consultation, product fault repair, etc.
ASUS online technical support or service center needs your support to troubleshoot the product. You may need to cooperate to perform the following operations:
- System restore, that is, restore the operating system, drivers and software to the factory default settings of this product.
- Install driver, system software and other upgrade packages.
- Run diagnostic tools or programs on the product.
- If conditions permit, ASUS technical support engineers are allowed to connect your products through remote diagnostic tools.
- Perform other reasonable operations required by ASUS engineers to help confirm or solve problems.
If your problem cannot be solved by remote assistance, please send your product to the ASUS authorized service center, or call the customer service hotline to make an appointment for on-site service.
Before sending the product for repair to the service center or requesting on-site repair, please confirm that you have fully backed up important data and removed any personal data, confidential data, property data and other private information stored on this product. Please allow ASUS to delete any data, software or programs installed on this product without backing up your storage data. You will be responsible for the permanent loss, damage or misuse of data caused by deleting data without creating backup files.
Please remove or provide any password to protect this product, such as BIOS password, operating system password, hard disk protection password, etc. If restricted by password during maintenance, ASUS may not be able to detect or repair all problems of the product.
When you send this product to the service center for repair or when an engineer comes for repair, please take out any peripheral devices or removable storage devices (such as printers, USB flash disks, flash disks, optical disks, etc.) of this product. Therefore, before the ASUS authorized service center engineers receive or repair the parts, please take the initiative to check the product specifications, configuration and accessories with the engineers.
In order to protect your rights and interests, you need to send the machine together with the original valid purchase invoice and three guarantee certificate to the ASUS authorized service center or the ASUS dealer where you purchased the machine, or provide it when ASUS authorized engineers provide on-site service. ASUS does not accept individual parts (such as motherboard, hard disk, etc.) for separate repair. If you cannot provide a valid purchase invoice corresponding to the product, the product warranty period will be calculated from the date of manufacture corresponding to the serial number of the fuselage.
If the service provided by the network operator fails to work normally during the use of the product (such as SIM card, PIN code, SMS service, GPRS service and other services that need network support), please contact the network operator for technical support first.

Feedback

If you have any comments or suggestions on ASUS customer service, you can give feedback to ASUS in the following ways:

Log in to the "Feedback" page of ASUS official website: http://www.asus.com.cn/support ；
Call the player's country 7 * 24H service line 400-616-6655.

five Repair service process

If you need to send the product for repair to the ASUS authorized service center, please refer to the repair flow chart:

Precautions for repair:

(1) Please read carefully the contents stated in the fourth point of this warranty.

(2) ASUS authorized service centers are all over the country. In order to obtain the accurate address and contact information of the service center, please visit the service and support page on the official website of ASUS Computer: http://www.asus.com.cn/support Query.

(3) Before sending for repair, please make an appointment for the service order number through the ASUS Customer Care Center service hotline 400-616 - 6655, and confirm the address and contact information of the ASUS desktop computer service center. This will save your delivery time and avoid the inconvenience caused by the address confusion.

(4) For products not covered by the warranty, ASUS Service Center will provide paid services as the case may be, and charge relevant testing and maintenance fees as required. Even if you do not agree to repair after ASUS engineers detect the fault point and quote you, you still need to pay the relevant manual detection fees.

six On site service

If you need door-to-door service, please refer to the door-to-door service process:

Policies related to door-to-door service:

On site service period:

(1) . Complete machine parts: 36 months from the date of purchase; Accessories: 12 months.

(The on-site service period of the above main parts and the complete display is applicable to the products delivered after January 1, 2017, and the on-site service period of the main parts and the complete display delivered before December 31, 2016 is 24 months.)

(2) Scope of on-site service:

During the product on-site service period and product warranty period, if the product has warranty hardware failure, ASUS will provide free on-site maintenance services within a specific range; Users who are not within the specified scope will send for repair by themselves, and ASUS will provide free repair service. If you need to provide on-site service outside the scope of free on-site service, ASUS will charge a service fee;

*Specific scope: The door-to-door location is within 80km from the nearest city at or above the county level.

(3) This service is limited to the parts configured by the original factory.

seven Warranty Limitations

The following conditions are not within the scope of free warranty, and the service center has the right to charge maintenance or service fees: (hereinafter referred to as the "Limited Warranty Service Exception")

(1) . The valid San Bao certificate cannot be provided, or the San Bao certificate cannot be recognized.

(2) . The free warranty period has expired for the failed parts of the product; Or the product has been scrapped.

(3) Damage caused by natural disasters (floods, fires, earthquakes, lightning strikes, typhoons, etc.), or irresistible external forces such as animal, pet, insect disasters, or careless human operation (foreign matters entering, liquid substances entering, scratches, strong radiation, etc.).

(4) Self disassembly and repair; Or send the individual parts to the service center authorized by ASUS for repair; Or send the product to a maintenance point not authorized by ASUS for testing and maintenance.

(5) Failure and damage caused by unauthorized modification, repair, change of product specifications, and installation, addition, expansion of accessories not sold, authorized or approved by ASUS.

(6) . Faults caused by external power supply problems or accidents.

(7) Use problems and failures caused by improper software installation and setting by users.

(8) Installation and troubleshooting of non Asus original complimentary software, or password clearing service.

(9) . Problems and failures caused by computer viruses.

(10) . The warranty identification label of the product is torn or damaged so that it cannot be identified, and the warranty service card is altered or inconsistent with the warranty card and the product; Or the barcode and serial number of product parts are torn or damaged.

(11) . Damage caused by the appearance change (accident or other) of the product, but has no impact on the operation process and performance of the product. Such as rust, color change, texture decoration, natural wear and tear, and gradual aging of products.

(12) Asustek is required to provide software installation services (users need to provide original software), software troubleshooting or password clearing. Or product function failure caused by user forgetting or losing password.

(13) Problems or failures caused by the product's failure to operate in accordance with the operation mode shown in the user manual, improper human operation or other abnormal use.

(14) . Deliberate acts such as fraud, theft and disappearance without reason.

(15) . If the device program cannot be used or damaged due to the installation or use of the unlock device program, this program will unlock the startup add in of the product, which will invalidate your warranty.

Except for the warranty provision and to the maximum extent permitted by law, ASUS will not be responsible for direct, special, incidental or indirect damages caused by violation of warranty regulations or other laws. Including but not limited to use loss, tax loss, actual or expected income loss (including contract income loss), money loss, pre storage expense loss, business loss, opportunity loss, goodwill loss, reputation loss, data damage loss, including any indirect loss or damage caused by replacing equipment and property Any expenses incurred for restoring and copying the data stored or used on the product. The above restrictions do not apply to claims for personal death or injury caused by or due to ASUS's negligence, or legal liability for any intentional and gross negligence. Some laws and regulations do not allow full exemption of liability or limitation of liability for incidental and indirect damage, so the above restrictions or exclusions may not apply to you.

eight Personal data protection

ASUS needs to collect, transmit and process your personal data in order to make maintenance services more convenient. Therefore, your personal data may be transferred to ASUS or its branches in any country for processing. However, any use of your personal data will be strictly protected by ASUS privacy terms.

nine . Out of warranty services

Sending the product to ASUS Service Center within the warranty period does not mean that the machine will receive free maintenance. After receiving your product, ASUS has the right to check the validity of your product purchase voucher (invoice) and warranty service requirements. If your product has exceeded the warranty period or meets any one of the "Warranty Limitations" in Article 6 during maintenance, your warranty needs will be regarded as out of warranty services.

If your warranty needs are considered as non warranty services, ASUS will issue a maintenance price list; You can choose to accept or reject this repair service quotation. If you choose to accept the quotation, ASUS will issue an invoice for you, including the cost of maintenance services, materials and other items listed in the price list.

If your warranty needs are regarded as out of warranty services, and you refuse to pay for maintenance services or your products do not need to be repaired, ASUS may charge you up to 100 yuan for testing services to the extent permitted by law.

ten . Exercise of lien

When your product is repaired or you do not agree to repair, ASUS will notify you through the repair service process (such as telephone notification, SMS notification, etc.) to retrieve your product. If you fail to retrieve your product or cannot deliver it to the address you provided, ASUS will keep your product within 60 days. After this period, ASUS will notify you again to pick up the parts according to the contact information provided when you applied for maintenance services. If you still haven't come to take back your product, ASUS reserves the right to claim storage fees from you, dispose of the product in accordance with applicable laws and regulations, and any legal lien for unpaid fees.

ASUS desktop computer paid service charge standard

Explanation of paid service items

ASUS paid service is a charging service provided to users that exceeds the warranty period or scope of ASUS products and parts. Specific paid services include hardware fault detection, maintenance, software debugging, installation and other services.
Composition of paid service charges
- Paid service charges include: labor costs, spare parts and materials costs
- Paid service fee=labor cost+spare parts material cost
- Labor cost: refers to the technical labor cost incurred in providing repair and maintenance services, namely labor cost
- Cost of spare parts and materials: it refers to the cost of replacing spare parts, components, maintenance consumables and other materials.

The charging standards for paid services are as follows

Labor service charge standard

The calculation of labor service fees is based on the ease of service implementation, technical capability level requirements, service hours and other factors of different service categories. The specific charging standards are as follows:

product type	Service category	Service description	Charging standard
Desktop	Labor cost for replacement of spare parts	Component maintenance that can be separated from the host or can be carried out directly by replacement (such as keyboard, key cap, mouse, speaker of desktop/all-in-one machine) without dismantling the machine	Free Admission
	Labor cost for replacement of spare parts	Main board, hard disk, VGA board, CPU, etc. of desktop computer, internal parts of all-in-one computer (including but not limited to)	50 yuan
	Dismantling, testing and commissioning costs	Only for the service content that exceeds the free warranty period or does not meet the free warranty scope and needs to be disassembled for testing and debugging to confirm the fault or solve the problem (including the customer's refusal to pay for maintenance after the disassembly, assembly, testing and quotation).	100 yuan
	Hardware upgrade service fee	Only for the hardware upgrade supported by ASUS official website, the user's own spare parts (such as hard disk, memory, etc.) require the service center to add or upgrade them	100 yuan
	Software service fee	Product recovery system installation service of the factory's own operating system; System installation service with ASUS unique system one click restore function	100 yuan
		Only for installing the driver of the accompanying CD or installing the software provided by ASUS that is beyond the free warranty period or does not meet the free warranty scope	100 yuan
		Only for the software supported by the user's machine hardware, the user carries the genuine authorized operating system software (Office, Photoshop and anti-virus software installation are not provided)	100 yuan
	Paid cleaning service	Only the deep cleaning and maintenance service required by the user	199 yuan
	On site service fee	Within 40KM	100 yuan
	On site service fee	Over 40 km	Negotiate with the service center

Charging standard for spare parts

The cost of spare parts shall be uniformly priced by ASUS nationwide, and the actual quotation of ASUS authorized service center shall prevail.
Charging standard of door-to-door service fee

The door-to-door fee is calculated according to the actual distance between the place where the customer's actual service demand occurs and the ASUS authorized service center. For specific fees, please consult the ASUS customer service hotline 400-066-6400 or the local authorized service center

notes : If more than one machine is serviced at the same place, only one travel fee will be charged.

If the customer delivers the machine for repair or the customer's machine is within the scope of free door-to-door service, no door-to-door service fee will be charged; Other expenses (transportation, transportation, etc.) incurred due to delivery for repair shall be borne by the customer.

ASUS Home Desktop Warranty Regulations

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ASUS Home Desktop Computer Warranty Regulations

Warranty period

The product warranty period refers to the free after-sales maintenance service provided by the product under normal operation and use.

The warranty period of main parts is 36 months (including CPU, motherboard, independent display card, memory, hard disk drive and power supply).
The warranty period of non major parts is 12 months (including: circuit boards, fans, optical disk drives, floppy disk drives, card readers, various wires, keyboards, mice, speakers, etc. in the host except for the main board).
The warranty period of accessories is 12 months (including keyboard, mouse and power cord).
Please refer to the warranty regulations of accessory monitor for the warranty terms of the monitor attached to the host
The warranty period of the pre installed operating system is 12 months, and the warranty period of the random pre installed software is 3 months.

*The pre installed operating system is subject to the actual shipment.

The warranty terms are independent of any other warranty terms applicable to the product you purchased, but will not affect or limit the national statutory warranty terms in any way.

one , Overview

(1) During the valid warranty period from the date of purchase, if the product has performance failure under normal operation and use, you can enjoy free after-sales maintenance service at the authorized service center designated by ASUS.

(2) When purchasing the machine, please ask the dealer for a valid purchase invoice and keep it properly. Requirements for valid purchase invoice: the invoice must indicate the serial number, model, sales date, seal of the seller and sales amount of the product. Please keep the original valid purchase invoice and product warranty card and show them when the product enjoys warranty service.

(3) When you provide a valid purchase invoice corresponding to the product, it will be calculated from the date when the invoice is issued. If a valid purchase invoice and warranty card cannot be provided, the warranty period will start on the production date corresponding to the serial number of the product body.

(4) The warranty service of this product does not include faults caused by incorrect installation, operation, cleaning, maintenance, accidents, damage, misuse, abuse, non ASUS original parts, software errors, natural wear and tear, or other accidents, acts, faults or negligence not within ASUS control.

(5) Asustek's original factory pre installed operating system, original factory complimentary software and original factory complimentary gifts shall be guaranteed in accordance with relevant national regulations. Complimentary items that are not sold by ASUS original factory will be guaranteed in the form of activity specified warranty.

(6) The original agent or dealer shall be responsible for the service, warranty and technical support for the additional services, additional non original accessories and non original gifts promised by the agent or dealer.

(7) After enjoying the warranty service, for the same fault, if the remaining warranty period is less than 3 months, the warranty service will be provided as 3 months.

(8) The service center may restore the initial settings of the operating system when repairing the product. ASUS will not restore or transfer any data or software in the storage device of any product sent for repair. After the product is repaired, the original data of all users may be permanently deleted.

(9) When ASUS provides after-sales maintenance services, all replaced hosts, parts, accessories, etc. are owned by ASUS.

(10) No global warranty repair service is provided. Desktop computers purchased in mainland China can only be sent to mainland China for repair. Desktop products purchased in other countries or regions (including Hong Kong, Macao and Taiwan) can only be provided with services at the place of purchase.