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

Use Synology technical support for diagnosis. Singapore hardware warranty returns go through the original reseller or distributor. If you bought the product from ACE, arrange the return with ACE after the required assessment.

Use the correct route

1. Read Synology’s warranty-claim instructions and prepare the receipt, exact product/drive models, serial numbers, DSM version, fault details and backup status.
2. For a vendor diagnostic case, use Technical Support on Synology’s Contact Us page and sign in to the owner’s or authorised administrator’s Synology Account. A vendor case may be useful or requested for diagnosis; it is not an automatic prerequisite for opening an ACE case.
3. For an ACE purchase, check ACE Warranty and open the first case under ACE Support - General support. Share any Synology case reference and findings. For a purchase from another seller, use that original sales channel.
4. Return only after the receiving party confirms the reference, equipment, drives/accessories, destination and timing. Synology’s general direct replacement service is for devices sold in North America, rather than a Singapore walk-in entitlement.

Warranty period and scope

NAS enclosure warranty is model-specific, commonly two to five years; drives, spare parts and valid extensions have their own terms. The purchase receipt normally establishes the start date. If proof is unavailable, ask the original seller for the purchase record before relying on Synology’s manufacturing-date fallback.

Exact model/SKU, serial number, component, purchase date, evidence, channel and region govern the claim. A family example does not confirm an individual entitlement.

Before sending equipment

Back up accessible data and configuration. Do not initialise disks, reinstall DSM, erase storage or dismantle the NAS merely to start a claim. Synology specifically requires the pre-installed system SSDs to remain with an HD6500 or RS11626xs+ returned for RMA.

Official contact and receiving details

Use Synology’s official online technical support for the vendor case. No Singapore Synology walk-in receiving address is asserted here. ACE visits require confirmed ticket instructions.

When ACE can help

ACE remains the return channel for an ACE-supplied Synology unit. Our Support Specialist can help prepare the vendor diagnostic case when requested and confirm the return contents. An existing vendor case does not itself approve shipment to ACE.

For an ACE-supplied product requiring seller assistance, check ACE Warranty and Submit Ticket. For a new case, choose ACE Support - General support. Use ACE RMA - Return Merchandise Authorization for Repair (Require Ticket No.) only when directed, quoting the existing ticket. A ticket or warranty result does not approve a return. Confirm contents, destination and timing first.

ACE Peripherals Pte Ltd: 3005 Ubi Avenue 3 #01-88, Singapore 408861. Telephone: +65 6100 7000. Free Support: Monday to Friday, 10am to 5pm SGT (UTC+8), excluding public holidays. Office: Monday to Friday, 9am to 7pm SGT (UTC+8). Premium Support: 24/7 with an active agreement; response within 4–8 business hours. RMA visits are by confirmed ticket instructions, with last check-in at 5pm SGT (UTC+8).

Updated 261106