Frequently Asked Questions

Q: How much time do I have to send in my RMA once I have 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: RMA request submitted two days ago, but not issue yet.
I requested RMA two days ago, and haven’t received response. How can I find status of this request?
A: In Partner Access, click on Customer Request RMA Issue Status. Enter your
Customer ID number, and then click on Check RMA Status.

Q: How soon can I get RMA number once I submit my request?
A: Within 24 hours. If you do not receive an RMA, please contact your local 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 a equivalent substitute, and
we will confirm this is okay with you before the replacement is shipped.

Q: I have a RMA sent out for repair how soon I can get my product back?
A: Not all vendors have same policies so Repair turnaround times may vary 2-6
weeks. It is recommended whenever possible customers return item(s) directly to
manufacturer for service which greatly improves the turnaround time as product
goes direct for repair/replacement without delays or additional processing time and
vendor can return direct to them sooner.

Q: I sent out my defective product how can I find out the status.
A: Please log in with your password and click “RMA inquiry” for the status. If you do
not have a password, go to www.asipartner.com click on Partner Access, then on
New Users. Follow the prompts; a partner access code will be issued to you.

Q: I have a defective product with an invoice date of 4 weeks old or more, how
can I get a faster turn around time?
A: Please refer to the direct to vendor list on www.asipartner.com. This will give you
the direct contact vendor’s numbers.

Q: Who is responsible for filing a damage claim?
A: The shipper, in this case ASI, 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 Missing Item Procedure on our www.asipartner.com web site under
Customer Service and follow the prompts.

Q: Does ASI provide any missing boxes or accessories?
A: Click on Missing Item Procedure on our www.asipartner.com web site under
Customer Service and follow the prompts.

Q: What happen if the product is past the ASI one year old?
A: Please refer to the direct to vendor list on www.asipartner.com. This will give you
the direct contact vendor’s numbers.
ASI will help for motherboard service past first year when manufacturer does not
deal direct with customer.

Q: Does ASI have an installation fee added for Systems and Servers?
A: Yes, contact an ASI tech support representative.

Q: “I cannot find the invoice for this product; can you still process the RMA?”
A: ASI will do best to determine warranty before notifying an item cannot be verified.
In some cases, ASI may help further and even issue an RMA for evaluation.

Q: “I received a damaged box, what do I do?”
A: Click on Damage Procedure on our www.asipartner.com web site under Customer
Service 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 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.

If you have additional questions please contact CustomerService@asipartner.com and we will respond to you within 48 hours.