How do I arrange Synology warranty service through ACE and prepare a vendor case?

For a Synology product purchased from ACE, check ACE Warranty and submit an ACE Support ticket first. Return the product to ACE only after our Support Specialist confirms the instructions. Synology’s current general claim guide directs customers outside North America to the reseller or distributor from which they purchased the product.

For a new issue, choose ACE Support - General support. Our Support Specialist will confirm the diagnosis and return instructions. Use ACE RMA - Return Merchandise Authorization for Repair (Require Ticket No.) only when directed, with your existing ticket reference. Confirm the return contents, location and timing before travelling or shipping.

What warranty period applies?

NAS hardware terms are model-specific, commonly 2 to 5 years. Examples are DS223: 2 years; DS225+: 3 years; DS1823xs+: 5 years. These examples do not cover every NAS or accessory. Drives and spare parts have their own terms, and optional extended warranty is additional cover only when valid for that model and region. The purchase receipt establishes the usual warranty start date; provide it if the serial-based result needs checking.

How to prepare your case

1. Check your ACE warranty record. Gather the invoice, exact NAS and affected drive models, serial numbers, DSM version, indicator status and precise error message.
2. Submit a new case under ACE Support - General support. Explain whether the problem concerns the enclosure, a drive, power, networking or an application. Tell us whether important data has a separate usable backup.
3. Build the Synology case when required for diagnosis. Synology’s Technical Support option uses Synology Account. The owner or authorised administrator should sign in and describe the issue, then share the vendor case reference and findings in the ACE ticket. Our Support Specialist can guide this. A vendor case is useful evidence, rather than automatic authorisation to return a unit.
4. Follow ACE’s confirmed return instructions. If directed to the ACE RMA topic, quote the existing ticket number. Confirm exactly which enclosure, drives or accessories are required before packing.

Protect data before a return

Back up accessible data and configuration first. Do not initialise disks, reinstall DSM, erase storage or dismantle the NAS merely to begin a claim. If data is inaccessible, tell us before further tests. For HD6500 and RS11626xs+, Synology specifically requires the pre-installed system SSDs to remain with the returned system.

Hardware warranty service does not itself recover or migrate data. We will confirm the assessment, return contents and next action in the ticket; do not make an unconfirmed walk-in or shipment.

Contact and return arrangements

ACE Peripherals Pte Ltd, 3005 Ubi Avenue 3 #01-88, Singapore 408861. Telephone: +65 6100 7000. Office hours: Monday to Friday, 9am to 7pm. Free Support: Monday to Friday, 10am to 5pm, excluding public holidays. RMA visits require a confirmed ticket and return instructions; the last RMA check-in is 5pm. Please confirm your visit in the ticket before travelling.

Updated 261105