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  1. #1
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    Unhappy How long does an RMA normally take?

    I recently moved to Germany and had to get my brand-new GL702ZC serviced because, all of sudden one morning, it wouldn't start up. This happened only after about a month of purchase, so the unit was still under warranty.
    I've heard ASUS RMA horror stories many times and experienced myself two very unpleasant RMA in the UK, but I was feeling particularly optimistic that day and thought it won't go too bad this time.
    Submitting the RMA request went smoothly, but since the unit's arrival at the service centre, I received zero email from their side, and the case couldn't be found from the RMA query site either. Only after have I sent an email directly to the centre, I was given tiny piece of information that the problem lies on the mainboard, and they were waiting for the replacement part to arrive--this was three weeks ago.
    As I need this laptop for working from home lab (yeah, I know it's unusual, but it does a hell of a job preprocessing and analysing the brain images), I was getting quite frustrated, mainly because of not getting any sort of updates or estimates how long it was going to take even when I harry the customer service.
    So here I am, asking for help of the community...

    Sorry in advance for my bad English.
    Last edited by direkafka; 04-04-2018 at 03:01 PM.

  2. #2
    TeamROG Moderator Array xeromist PC Specs
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    As you have discovered it can vary greatly. If you are nearby a service center and they have parts in stock it might take less than a week. In your case it sounds like they do not have a needed part so it will take much longer. Your RMA is already not normal so "normal" time frames are already beyond relevance.

    I would just keep contacting the service center if you do not hear from them. Let them know you need it for work and anything they can do to speed up the process would be appreciated.
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  3. #3
    Banned Array JustinThyme PC Specs
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    RMAs do vary greatlly. Highly dependent on your proximity to a service center, their workload and parts availability. Ive seen things turn around in a week and Ive seen it take 6-8 weeks.

  4. #4
    ROG Guru: Brown Belt Array Vlada011 PC Specs
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    We can say that normal RMA time is 15-20 days if you are in same country.
    Everything below 15 days is very cool.
    Excellent is when manufacturer discover problem as soon as possible to send information in store to replace you.
    But if you RMA in other country could be 20-25-30 days.

    EVGA do RMA very fast, and couldn't better than 20-22 days from Balkan to Germany.
    20 days is only 12-15 working days.


  5. #5
    ROG Guru: Orange Belt Array Rob W. PC Specs
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    I had to rma a board in France a couple of years ago took just over two weeks.

  6. #6
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    OK, I totally forgot to update on this post--sorry about this. So it took about two months. It arrived in a perfect condition and works quite well so far. I still have no idea why it broke down at the first place, and no one provided me with any sort of explanation, which I personally think the most frustrating.

  7. #7
    TeamROG Moderator Array xeromist PC Specs
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    Typically your RMA paperwork will include a basic description of what work was done, such as replacing a component. That doesn't always tell you why that component broke but at least it would give a general idea.
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  8. #8
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    Quote Originally Posted by xeromist View Post
    Typically your RMA paperwork will include a basic description of what work was done, such as replacing a component. That doesn't always tell you why that component broke but at least it would give a general idea.
    Mine just came back. About 5 business days for actual repairs and shipping, factor in 1-2 weeks depending on your location.

    Had to RMAs with that amount of time. Of course it also depends on your product and parts availability.

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