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FAQs

Q How much time do I have to send in my RMA once I have been issued an RMA number?
A Once you obtain an RMA number, products must be returned within 10 working days. After 10 working days the RMA will be cancelled and you must obtain a new RMA number.

Q How can I check the status of my RMA request?
A Click RMA Status and enter your customer number to initiate inquiry.

Q How soon can I get an RMA number once I submit my request?
A Within 1 business day. If you do not receive an RMA number, please contact your local ASI customer service representative.

Q Why did I receive a different RMA product than the item I sent in?
A
If we do not have the product available we may offer an equivalent substitute. ASI will confirm substitution with you either verbally or in writing prior to the replacement unit being shipped.

Q I have an RMA product sent in for repair, how soon will I receive my product back?
A
Not all vendors have the same policy so repair turnaround times may vary from 2 - 6 weeks. ASI recommended that whenever possible customers return product(s) directly to the manufacturer for direct service to eliminate additional processing time thus expediting quicker product return.

Q I sent ASI my defective product, how can I check the status?
A
Please log in to asipartner.com with your password and click RMA inquiry.

Q I have a defective product with an invoice date of 4 weeks old or more, how can I get a faster turnaround time?
A
ASI recommends returning the product(s) directly to the manufacturer. A complete list of Vendor Contacts can be found on our website.

Q Who is responsible for filing a damage claim?
A
ASI is responsible and is the only one that can file the claim on a damaged shipment with the freight carrier.

Q How do you report a claim for missing parts?
A
.Click on Discrepancy/Damage notification and follow the prompts.

Q Does ASI provide any missing boxes or accessories?
A
Click on Discrepancy/Damage notification and follow the prompts.

Q What happens if the product is past the ASI one year warranty policy?
A
You will need to send the product(s) directly to the manufacturer. A complete list of Vendor Contacts can be found on our website.

Q I cannot find the invoice for the product(s); can ASI still process the RMA?
A
ASI will proactively research the purchase to determine warranty before notifying you if an item cannot be verified.

Q I received a damaged box, what do I do?
A
Click on Discrepancy/Damage notification and follow the prompts.

Q What is ASI’s credit return period?
A
15 days from date of invoice; during first 7 days no restocking fee will be charged in most cases, provided item(s) are returned as new, unopened, complete and in re-sellable condition. After 7 days a restocking fee will apply.

Q Does ASI provide any cross shipment on an RMA?
A
Yes, provided the original invoice is within 30 days of purchase and customer signs and returns cross shipment request form per ASI policy agreement.

Q What is the warranty for the AC Adapter and Battery?
A
The AC Adapter and Battery for the ASI Whitebox Notebooks is limited to 1 year regardless of any extended warranty purchase.

If you have additional questions please contact CustomerService@asipartner.com and we will respond to you within one business day.