Notebook Shoppers Be Warned: Asus RMA : A Bad Experience

[dstrakele]

From what I've seen, video driver installation on Windows 7 systems can be problematic, particularly in the case of installing the most recent drivers. BSOD's, lockups, TDR errors, and video corruption issues are not uncommon with new video drivers.

It can be useful to visit the AMD Forums where such driver issues and their resoltutions are discussed. If problems arise with the latest version of a video driver, it is sometimes necessary to backrev to an earlier version to obtain stability.

Sometimes it involves a complete uninstall of the current driver as well as using utilities such as Driver Sweeper, ATI Crap Cleaner, and CCleaner to remove driver remnants that may cause problems with a new driver installation. I've also seen it helpful to install drivers after booting into Windows Safe Mode to disable other running drivers (particularly Antivirus) that may interfere with your video driver installation.

Here is an article from AMD discussing installation of the Catalyst Software Suite on Windows 7: http://support.amd.com/us/kbarticles...tWindows7.aspx

I think it would also be useful to further troubleshoot the BSOD you received.

[geek15]

Interestingly the problem seems to occur regardless of the driver version you use. You can use the latest version from AMD or the version installed by the factory. Currently my unit is on it's 5th RMA and the technicians have decided to return it to me as they "Have not been able to duplicate the problem". I don't find it to be that difficult to replicate but for one reason or another I guess it is.

[chrsplmr]

Let us know as soon as you get it and test it if you can replicate the issue..or if it has one,please.c.

[dstrakele]

Interestingly the problem seems to occur regardless of the driver version you use. You can use the latest version from AMD or the version installed by the factory. Currently my unit is on it's 5th RMA and the technicians have decided to return it to me as they "Have not been able to duplicate the problem". I don't find it to be that difficult to replicate but for one reason or another I guess it is.

Sometimes there are external factors that affect laptop performance. These can prevent issues from being reproduced at another location.

In http://rog.asus.com/forum/showthread...catalyst-issue!, a user reported a system lockup issue. The cause was traced to a bad power supply where a space heater on the same circuit as the laptop created power surges in the line that ultimately led to the lockups on the laptop.

[geek15]

Oddly I did consider things like that to be the problem. However I'm not sure if I mentioned this already or not a relative of mine purchased the unit and is having the same problem. I use my unit at a variety of different locations and this happens. Then if the power supply were to be the problem then I would think this wouldn't happen on battery power like it does. However it seems a couple of days ago AMD updated the driver (3/28/2012). Doubt this version will solve my problem but will try. I really wonder if I will ever find a resolution. I've opened a case with the Better Business Bureau and Asus it seems has chosen not to respond to it as today is the last day they have to respond. For a company that brags about there products they really should stand by their products.

[chrsplmr]

5 rma's and are you saying -- it does the same thing ? You have had it back for over a month now ..
why is this the first we have re-heard this ??
I understand this unit was on 'the desk' and they tried everything to reproduce the issue ..
replaced ... well ... everything .... is this not correct ?

you have us scratching our heads geek ... you can clearly see that everyone, including Asus ..
wants Your laptop to bring you joy .... 5rma's .... we are truly sorry geek.
What do you see as a fair solution ?

In my humble opinion the BBB ... should be banned. If you were a business here and
heard the pitch ... or ever wandered in to represent them as a 'sales' rep you would
also think they are in the business of extortion ... and they are useless. Teeth of an Ameba.
Which has nothing to do with you or your issue ... BBB - I worked for them for 2 hours once.
Long enough to see the pitch. Told'm keep it my 2 hours .. it was worth the lesson.

QC operates above projections consistently. A few, as has been discussed to nausium,
slip through .... yours is an exceptional case.
Trust me .. we know your anquish ... just not to the tune of 5rma's, 4 calling birds, 3 no answers..
2 vid cards .... and anoth---therrrrr RRRRRRRRRRRRRRR MMMM Aaaaaaaaaaaaaaaaa.... which sucks.
So--- What ? Do you see as a fair solution ?

[geek15]

I would be thrilled to see my unit replaced with a similar unit with a different graphics card. It appears that Asus replaces unit with units of other models when they have extenuating circumstances. As far as I'm concerned this is an extenuating circumstances.

[geek15]

Today after contacting my local Call For Action group I was contacted by an Asus Customer Care Specialist. I was offered a replacement G74SX-XC1 Notebook for my N71JQ-XT1 Notebook. After evaluating the hardware in the G74SX-XCI with the hardware in my N71JQ-XT1 I decided to accept the offer. I was setup with an RMA and shipped my unit in today. Hopefully this will be the solution to my past 6 months of problems.

[chrsplmr]

Fantastic. Please keep us 'Posted'.

[geek15]

My replacement G74SX-XC1 shipped today and should get to me on Tuesday May 1st, 2012. I will update this post as soon as anything new happens.