Notebook Shoppers Be Warned: Asus RMA : A Bad Experience

Back in October of this year I began to notice that my N71-JQ would give me a green screen and then a blue screen of death when playing HD video. I purchased the unit just under a year ago. I looked into the System Event Log and determined the video driver was crashing. I have been able to confirm with someone owning the same model that they are running the same graphics driver version and do not experience the random shutdowns when playing HD video. I figured I would have to send it in for repair since the driver doesn't appear to be the issue and I already had re-installed my operating system (Windows 7 Home Premium 64 bit). I called and was given an RMA # and instructions on where I needed to send the unit. After spending $30 my unit arrived in California. After a week or so I received an email indicating that my notebook had been shipped back to me. A few short days later I received the unit and found that the Mother Board had been replaced. I booted the unit up and shortly afterwards recreated my problem. I called and was given another RMA # and a Fedex RMA Code (to get a shipping label). The repair facility received my unit and would wait for parts for quite a while (at least a week) and finally around the 10th or 11th business day at the repair facility I received an email stating my unit was on the way back. Sure enough I get the unit back and found that the Mother Board was replaced again and my issue still existed. I then called and got a 3rd RMA # after speaking with a supervisor. Currently my unit remains at the repair facility as we approach the end of the 10-14 business day turn around time. Let me guess the Mother Board is going to be re-placed again and I will receive the unit back and still have the same problem. Now I have been without a computer for 3 months and yet Asus in unable to repair my unit. It appears that I have become part of the majority of people who seem to get their units back in the same or worst condition then when they sent it in. How long am I going to have to keep playing this game for another 3 months? If the Mother Board has been replaced twice already and I'm still having problems what are the chances that 3 Mother Boards are going to be defective? It appears that there are obvious improvements that Asus can make to better resolve issues with there customers. It would improve the confidence of potential buyers and customers alike. This would in-turn improve the future of the company as this is a very important part of how a company is looked at. Now that there are many companies making notebooks only the best will survive in both product and customer service. Perhaps testing the units before sending them back would be a good idea. I have been told a few times that my unit could be replaced if deemed unrepairable by the repair facility. Well at this point I think it might just be unrepairable. After all what more is there to replace? The Hard Drive, Memory, Processor, WLAN Card, Screen, Keyboard, Touch Pad, Case? If you are thinking about purchasing an Asus Notebook be sure to believe the feedback that other customers have given. If you are also experiencing a bad experience with Asus I encourage that you post about your experience.

I just contacted support to check the status of my RMA. I was told that they are waiting for parts. This time they are waiting for a hard drive. What would the hard drive have to do with a video issue? Today's the 10th business day they have had my unit for my third RMA.

Update:
12/13: Apparently they are replacing both the Hard Drive and the Mother Board.
12/19: I have received my notebook back from the repair center. This time the Ethernet Adapter does not work and I'm in the process of testing the video.

Sorry to hear about this ordeal. Please update us on the outcome of the video testing. I can help you with an RMA on January 9th. If you don't have the issue with the video anymore then hopefully we can get the Ethernet replaced and you'll be good to go.

OP: Please stop back to give us the happy ending to this story. It is coming.

The OP just wanted to slam ASUS, most likely has this same post all prepared to copy and paste for every forum he finds.

Nothing more than another form of Spam.

He received a response from one ASUS employee who definitely could have help him if he truly did have a legit problem.

all I know is... it gets resolved.... everytime. Every time.

I had a similar issue with a Maximus X38 board.. Asus had it forever, sent me 2 faulty boards.
Finally Mason Winner ( yea for Mason) Upgraded me to a Maximus II Formula P45 board.
I honestly wanted my X38 SE board back but happy with the upgrade none the less. Even tho my X38 SE clocked better.


I hear people all over forums bash Asus for RMA, clearly they have never dealt with Gigabyte's RMA policy
I tried to buy a EVGA board, had it loaded in my cart ready to check out... when suddenly a wierd feeling came over me. I felt dirty in need of a shower, the filth was so bad. I quickly realized what I did and cleared my cart and bought a Maximus IV. I have never been more sastified.

wow...excellent story....except for the shower...ahhahahaaa

I have yet to see an issue once brought to light not be resolved as quickly as humanly possible.
and you said a mouthful when you called out Mason's name....indeed.
You have found what all find..if you simply state your issue..you will find they, he wants
it resolved the same as you....
as kipper points out... its a form of spam..from the comp...they cant beat it...so they lip it..hahahha
and leave their slobber all over the net...come here...find the TRUTH.

So glad you didnt settle for 2nd or 3rd best (what are they now)..no matter...we ROG.c.

been a loyal Asus customer for many many years. Could not let this thread go without posting.

Mason was fantastic, he spoke with me many times. He took the time to setup a test board and used all my settings to reproduce the issues.
Guys like Mason is what makes Asus support one of the best. They care and actually try to help.
I was offered a choice of 3 boards to upgrade to... who does that??? Usually your told how its going to be.

Sorry for the late reply I thought I had setup email notifications so if a post was made I would be notified but I wasn't notified. Like I stated before back in December I received my unit back. I called support and was given yet another RMA # to send my unit back in. Prior to sending it back I did some more testing to see if there were any other issues that I was yet to discover. I discovered that the HDMI Audio Output was not working even after updating drivers, the ethernet port not working (no updated driver available), and of course issues with playing HD video. As of yet there is no good ending to this story. My unit is currently at the repair facility.