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Community Manager
Community Manager

[Phone/Pad] Customer Induced Damage (CID) criteria

ASUS does not warrant uninterrupted or error-free operation of this Product. The warranty only covers technical hardware issues during the Warranty Period and in normal use conditions. It applies to firmware issues but not to any other software issues or customer induced damages or circumstances such as but not limited to:        
For more warranty information, please refer to the ASUS Product Warranty Card: Product Warranty Information.     
Note: The following images are for reference only.        
 

1. Surface  - Damage

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

Surface scratch, or crack due to external force.

Exchange back cover case, or LCD module

Charge to Customer

Charge to Customer

Surface scratches and damages

Surface scratches and damages

Surface scratches and damages

Surface Scratch

Lens cover - scratches

Lens cover - damages

 

2. LCD panel - Crack

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

The LCD panel has cracked on the surface with an impact point.

Exchange the LCD module

Charge to Customer

Charge to Customer

Surface cracks and impact points

Surface cracks and impact points

LCD cracked

LCD cracked

 

3. LCD panel - Scratch & Abrasion

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

Surface scratch or abrasion on surface panel.

Exchange the LCD panel

Charge to Customer

Charge to Customer

Scratches or abrasions

Scratches or abrasions

 

4. LCD panel - External object

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

The LCD screen has external  objects present, and upon disassembly by the repair engineers, traces indicating the source of external object entry into the LCD module were confirmed.

Exchange the LCD panel

Charge to Customer

Charge to Customer

The LCD screen has external objects present, and upon disassembly by the repair engineers, no traces indicating the source of external object entry into the LCD module were found.

Exchange the LCD panel

Covered under Warranty

Charge to Customer

External object

External object

 

5. LCD panel - Mura

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

The LCD screen displays mura, but there is no damage attributable to impact, dropping, or contact with a hard object.

Exchange the LCD panel

Covered under Warranty

Charge to Customer

The LCD screen displays mura, but there is no damage attributable to impact, dropping, or contact with a hard object.

The LCD screen displays mura, but there is no damage attributable to impact, dropping, or contact with a hard object.

 

6. SIM Tray Deformed

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

The SIM Tray is deformed due to external force.

Exchange the SIM Tray

Charge to Customer

Charge to Customer

SIM tray deformation

 

7. I/O port - Pin Damage

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

Device received with visual evidence of damage to I/O board by forced insertion or removal of external plug-in device.

Exchange mainboard or I/O board

Charge to Customer

Charge to Customer

Connector internal breakage

Shrapnel broken, deformed

Connector deformation

 

8. Accessory - Adapter damage

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

The Adapter surface is damaged due to external force.

Exchange the Adapter

Charge to Customer

Charge to Customer

Surface cracked

Surface cracked

 

9. Accessory - Connector damage/metal oxidation

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

The connector is damaged or metal oxidation is found due to usage or storage.

Exchange the USB Cable

Charge to Customer

Charge to Customer

Connector deformation

Oxidation

Loose and bent

Missing Pin

  

10. Accessory - Headset damage

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

The Headset surface is damaged due to external force.

Exchange the Headset

Charge to Customer

Charge to Customer

Surface cracked

Broken wire

 

11. Accessory - Scratch/Damage

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

Surface scratch, or crack due to external force.

Exchange back cover case, or LCD module

Charge to Customer

Charge to Customer

Surface scratches and damages

Surface cracked

Surface cracked

Surface scratches and damages

Surface Scratch

Surface Scratch

Surface Scratch

ROG Suitcase - Surface Borken

ROG Suitcase - Wheel Broken

ROG Suitcase - Elastic buckle Broken

ROG Suitcase - Surface Scratch

ROG Suitcase - Black plastic block missing

 

12.  PCB trace scratched

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

PCB circuit trace scratches and breaks due to improper operation or unauthorized repair.

Exchange mainboard or I/O board

Charge to Customer

Charge to Customer

PCB trace scratched

PCB trace scratched

 

13. Missing components or damaged

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

Missing components or damaged soldered parts due to mishandling or unauthorized maintenance.

Exchange mainboard or I/O board

Charge to Customer

Charge to Customer

 Components damaged

 Components damaged

 Component missing

 Component missing

 

14.  PCB Borken

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

Due to improper operation or unauthorized maintenance, the motherboard PCB may be broken due to external force.

Exchange mainboard or I/O board

Charge to Customer

Charge to Customer

PCB Borken

PCB Borken

 

15.  PCB/components corrosion and oxidation.

Comments

Solution

Unit Under Warranty

Unit Out of Warranty

PCB/components corrosion and oxidation.

Exchange mainboard or I/O board

Charge to Customer

Charge to Customer

Liquid stains

Liquid stains

Liquid stains

 

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