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View Full Version : G752VS - 5 RMA's, problems still persist [Resoved]



Thaladar
06-18-2018, 06:11 PM
Greetings, fellow ROG owners and Asus enthusiasists,

The time is nigh, and I'm in dire need of your advice. To summarize the topic: I had bought my laptop in March 2017, it had been in perfect working order for nearly 2 months and then everything started spiraling down. More than a year later and 5 RMAs, I believe any talk about it getting fixed is out of question as it is obviously beyond salvation and want to take legal action against the retailer (and possibly Asus themselves), in line with the customer protection law and its acts. However, before I proceed to do so, I'm going to ask you a few questions.

Just for the reference, I'm going to include the links of my three threads from the previous year (in order of their creation):

1. https://rog.asus.com/forum/showthread.php?93251-G752VS-laptop-crashes-gt-SSD-disappears-from-BIOS-Device-Manager-etc-other-issues
2. https://rog.asus.com/forum/showthread.php?94101-G752VS-comes-back-from-a-fix-Gaming-Center-modes-non-existent-now
3. https://rog.asus.com/forum/showthread.php?98098-My-G752VS-laptop-finally-acknowledged-to-be-faulty

Now, to continue with those questions I have previously mentioned, along with listing all the complaints that I have.


I made my purchase in Switzerland, but I reside in Serbia. For the first two RMAs I sent the laptop back to Switzerland, to the company I bought it from (STEG Electronics). They looked into it, but nothing was fixed, apart from replacing a "supposedly dead" SSD during the first RMA. After that, a number of additional problems emerged, most notably constant overheating and stuttering in games (as well as when working with simple programs), whereas the problem was not previously present.

After I contacted my uncle who complained to the company on my behalf (since I don't speak any of the three official languages of Switzerland), stating that the problems still persist and that pretty much nothing got fixed but made for the worse, they suggested that I take the laptop to a company authorized by Asus here in Serbia so that they look into it instead.

The third RMA in total (the first one here in Serbia) came back with information that the motherboard (alongside the CPU) failed every single test and that a replacement part was ordered. Once the replacement part arrived, I received an email saying they tested the laptop and that it passes all factory tests so that I may come by and pick it up. So I did. Being wary of how other people handle stuff, I quickly inspected the laptop upon picking it up, in front of the guy who worked at the reception. As I noticed no visible damage, I packed it up and headed back home. When I got home, I performed a more thorough inspection and found out a dent on the right side of the laptop, and furiously contacted back the company that performed the fix. They told me to take the laptop back to them so they can check it out. The main problem is that I have no direct proof that they damaged it (but the "damage" section in the initial admission papers for my unit is empty, whereas the second time I took it back to them, they wrote down the description of the damage present, obviously), and cannot sue them for it... or so I think. To make the entire situation even more "spicy", since one of my friends informed me on how they don't pay attention when handling other people's gadgets and how delivery trucks do the same, I had personally driven to the capital four times in total (two times to leave it there, two times to pick it up) in order to avoid it getting damaged during transport, yet they still do a poor job and hit it on the side during the fixing process. I'm still furious about it, having spent additional sum of money.

So, before I returned the laptop again as they requested (fourth RMA), I tested it, and the supposedly new motherboard didn't do anything - all the problems were still there, plus additional issues with keyboard and LED lights on the back side of the laptop. Ridiculous. So, I turned it in yet again, and they ran it through some tests - guess what? They found out that the motherboard is faulty, the same replacement motherboard that they ordered from Czech Republic, the one that passed all standard factory tests after they had installed it into my unit. Makes me wonder if they really ordered one, because they definitely don't know how to do their job. So, they ordered ANOTHER replacement motherboard, replaced it, and said it once again passed all standard tests. Can you guess what happened next? Yes, you're right, no improvement at all. Still the same pile of **** it had been. At this point I became even angrier, and contacted my uncle to relay my problem to the Swiss retailer I bought the laptop from. They informed me (via him) to send the laptop to Switzerland again, and I urged them to directly forward it to Asus this time, as I no longer wanted their technicians meddling with it. Of course they didn't send it to Asus, and instead looked into it themselves. Of course they fixed nothing, too. This was the 5th RMA. After more than a year and five RMAs, I believe the situation is no longer salvageable, and that something urgent must be done about this.

So, to summarize things: technically speaking, the laptop had been in my possession (and in working condition) for only those initial two months of its purchase (not even two full months, to be precise), and spent months and months in both companies that worked on fixing it, both in Switzerland in Serbia. I could have bought an entirely new unit for the money I spent on shipping the laptop to Switzerland and back to Serbia, as well as the money I spent on diesel for my four trips to Belgrade.

To cut down to the most important part - since my laptop is still under warranty, the company that performed 3rd and 4th RMAs here in Serbia immediately offered me a replacement (laptop) unit as soon as I mentioned it isn't performing as it should be. In the end, sadly, they were unable to provide me with a replacement laptop as the model I own is not available in Serbia, and told me that I would have to contact the Swiss company for that. However, the retailer company I bought it from constantly refuses to provide me with a working unit. My main question is - is there anyone who can direct me to a representative of a Swiss-based Asus branch, someone who speaks English? I'm hoping they'll be as accommodating as their Serbian call center counterparts and provide me with a new, working unit. If everything fails, I intend to file a lawsuit against related parties, and pursue my valid claim with relevant proof. Oh, and yes - is there anyone who knows anything about customer protection rights in Switzerland?

Sorry for the lengthy post, and I apologize for any mistakes I might have made.

Best regards,
Marco

OnepunchGus
06-19-2018, 03:48 AM
Hello Marco,

Sorry to hear about all of this. Have you tried contacting Asus directly? Gaming laptops are tricky because the quality Control is terrible since Asus makes 20-30 different laptops every year. I once had an MSI GS60...Worst purchase of my life. Never again did I buy a gaming laptop. I found this information for you below, I believe this is directly to Serbia. Wish you the best of luck, I know your pain.

Pozovite nas
ASUS SERVISNI CENTAR
+381114300328

Proizvod
All Products
Radno vreme
Pon-Pet, 09:00-17:00.

Thaladar
06-19-2018, 04:05 AM
Hello Marco,

Sorry to hear about all of this. Have you tried contacting Asus directly? Gaming laptops are tricky because the quality Control is terrible since Asus makes 20-30 different laptops every year. I once had an MSI GS60...Worst purchase of my life. Never again did I buy a gaming laptop. I found this information for you below, I believe this is directly to Serbia. Wish you the best of luck, I know your pain.

Pozovite nas
ASUS SERVISNI CENTAR
+381114300328

Proizvod
All Products
Radno vreme
Pon-Pet, 09:00-17:00.

Hello, Gus, and thank you for your reply. However, the information you provided is of no use for me. As I have already mentioned in the initial post, Asus in Serbia is unable to replace my unit as the model I own is not available here, hence why I bought it in Switzerland. So, what I probably need to do is contact Asus headquarters in Switzerland, hoping someone there speaks English as I don't speak any of the three official languages. That is why I have first asked here if any Asus employees/affiliates can direct me to someone; if not, I suppose I'll have to go the hard route and play some Russian roulette by calling them by phone, hoping they reply in English.

Nevertheless, thank you for taking time to read my post and for replying.

Best regards,
Marco

Dalski
06-19-2018, 08:22 AM
Don't bother calling, you must address everything in writing so there is a clear record. Going to court on verbal enquiries is frivolous, you'll get nowhere.

I was considering Returning my unit but reading up on experience from other users I won't be doing that due to the reports I read.

Thaladar
06-19-2018, 09:47 AM
Don't bother calling, you must address everything in writing so there is a clear record. Going to court on verbal enquiries is frivolous, you'll get nowhere.

I was considering Returning my unit but reading up on experience from other users I won't be doing that due to the reports I read.

So what you are suggesting is that I do literally... nothing? That's not going to happen, as I'm bound to push this out in the open until justice is served. I have evidence backing up my claims in form of those papers, plus additional proof in form of videos, temperature records, overall horrible performance and other things - I can replicate all of those at any given time, in front of everyone. I obviously wouldn't mention going to court unprepared. I am determined to defend myself and my rights no matter what, I just want to see if the issue can first be resolved by traditional means before I approach more serious measures.

In addition to specific law segments that support my case in all this, there's also the option of contacting Kassensturz (a TV program broadcast by the Swiss Radio and Television that deals with consumer protection topics). I have owned an Asus laptop before (not even a gaming one) and it has been serving me for more than 7 years, and in some ways it proves more reliable than the current 2500 CHF gaming model that I own.

Constant CPU overheating, stuttering, display around the Asus bezel hot to the touch, sudden freezes, shutdowns and restarts, massive screen tearing, improper texture rendering, improper shadow rendering causing unavoidable artifacts, texture pop-ups and continuous flickering, etc. etc., I could go on like this all day. My patience has neared its end, and it is time to take some serious action by taking the matters into my own hands.

Best regards,
Marco

ReapZ
06-19-2018, 11:53 AM
i don't think the poster above is trying to tell you to just do nothing. He is telling you to send your complaints to asus support in writing so you have proof of contacting them with what you complained about in the requests for support. I am not familiar with swiss cpl however i am familiar with law practice in the us and I agree with the previous poster that it would be better to have any complaints in writing. Also after doing a bit of searching i have came up with no phone number for English speaking swiss support however i did find a support email that is listed as English. I would suggest you send an email to them with any proof you have of the several RMA'S you have made already as well as the serial number, model number, place of purchase, proof of purchase if you have it and your contact info. and be sure to take screenshots of your complaint before sending it incase you are unable to print if off afterword's if you end up taking it to court that will be useful so it wont be your word against theirs. Remember they are the "experts" and your just a guy that bought a computer in the eyes of the courts.

link to English swiss support - https://vip.asus.com/VIP2/Services/QuestionForm?lang=en-en&_ga=2.5531443.106630917.1529353630-1106190869.1529353630

Thaladar
06-19-2018, 10:58 PM
i don't think the poster above is trying to tell you to just do nothing. He is telling you to send your complaints to asus support in writing so you have proof of contacting them with what you complained about in the requests for support. I am not familiar with swiss cpl however i am familiar with law practice in the us and I agree with the previous poster that it would be better to have any complaints in writing. Also after doing a bit of searching i have came up with no phone number for English speaking swiss support however i did find a support email that is listed as English. I would suggest you send an email to them with any proof you have of the several RMA'S you have made already as well as the serial number, model number, place of purchase, proof of purchase if you have it and your contact info. and be sure to take screenshots of your complaint before sending it incase you are unable to print if off afterword's if you end up taking it to court that will be useful so it wont be your word against theirs. Remember they are the "experts" and your just a guy that bought a computer in the eyes of the courts.

link to English swiss support - https://vip.asus.com/VIP2/Services/QuestionForm?lang=en-en&_ga=2.5531443.106630917.1529353630-1106190869.1529353630

Hmm, perhaps you are right - if everything else fails and I have to take this whole case to court, I'll have proof that I first tried to resolve the matter through traditional means... now I get what you're saying. I will compile all the necessary information that I need, do not worry. Even if they are "experts" and I'm just an "ordinary guy", justice shall be met, indeed!

P.S. Yeah, I had also found that link in English, shortly before you posted it here. Thank you for your several suggestions!

JustinThyme
06-20-2018, 12:57 PM
Go to the support page and log a ticket.
Keep in mind that most of the places you have available are not ASUS shops, They are simply PC repair companies that have a contract with ASUS to do the work and depending on where you are they can be quite shady. The forum is full of stories coming from less than desirable sources.

Poster is right to create a paper trail, even if its electronic. He said, she said phone calls will get you nowhere.

MrRuckus
06-22-2018, 09:20 PM
Hmm, perhaps you are right - if everything else fails and I have to take this whole case to court, I'll have proof that I first tried to resolve the matter through traditional means... now I get what you're saying. I will compile all the necessary information that I need, do not worry. Even if they are "experts" and I'm just an "ordinary guy", justice shall be met, indeed!

P.S. Yeah, I had also found that link in English, shortly before you posted it here. Thank you for your several suggestions!

It sounds like the fault lies in the negligent 3rd party repair facility. Since they are not Asus, I doubt taking legal action against Asus would do much good. The damage to the laptop is very unfortunate. Where is this damage? Is it in a place where it could hinder the Internal heatpipe? I ask because there is VERY little room in these laptops regarding free space. There really isnt any. If there is a "dent" somewhere in the housing, it very well could be hindering or pushing on a component to where the heatpipe/heatsink are not seated properly. This would make any tests fail. The chances of getting 2-3 faulty motherboards are slim to none. There has to be some negligence going on with the reassembly of the laptop. Something is not seating properly causing it to malfunction. Just my guess anyway.

Good Luck!

Thaladar
07-20-2018, 12:45 PM
It sounds like the fault lies in the negligent 3rd party repair facility. Since they are not Asus, I doubt taking legal action against Asus would do much good. The damage to the laptop is very unfortunate. Where is this damage? Is it in a place where it could hinder the Internal heatpipe? I ask because there is VERY little room in these laptops regarding free space. There really isnt any. If there is a "dent" somewhere in the housing, it very well could be hindering or pushing on a component to where the heatpipe/heatsink are not seated properly. This would make any tests fail. The chances of getting 2-3 faulty motherboards are slim to none. There has to be some negligence going on with the reassembly of the laptop. Something is not seating properly causing it to malfunction. Just my guess anyway.

Good Luck!

I'd first like to apologize for replying this late, as I had an assignment to complete before the deadline. Yes, both 3rd party repair facilities that performed the repairs are retarded, like their technicians are absolutely clueless, that's how it seemed to me. Yet, if the laptop is still not working properly after five RMAs, the only proper solution would be a new replacement unit or a refund. I have already sent a message to Swiss Asus branch (in English, as advertised on their website) and am awaiting their response. As for the aforementioned dent, it's on the edge and not "deep" or anything of the sort and can in no way impact the inner components, it's just that it annoys me the outside case appears damaged when you inspect it more thoroughly, so don't worry about it. However, I had also been thinking about the possibility that some components are not seated properly, therefore causing all this havoc, but who knows. All in all, I'm no longer going to tolerate this and will take on more serious actions if needed - but for now, let's see what Asus has to say first.

Best regards,
Marco

Thaladar
07-20-2018, 02:36 PM
Alright, I just got a response from Asus. Looks like they have a Serbian guy there, who replied to me in Serbian (I wrote it all in English). He says they (Asus) think that I should contact the retailer and request a refund or a replacement unit, according to everything I had written. What is this bull****? As if I hadn't tried that already, the company I bought the laptop from continuously refuses that and insists that the laptop gets fixed... they keep fixing it, but nothing gets fixed. If anything, they're just making everything even worse. I'm definitely going to take legal action in accordance to Swiss customer protection law, this is ridiculous.

PredatoR_TR
07-21-2018, 09:00 AM
After reading your post, I feel suspicious buying an Asus gaming laptop from my trip to Germany.

I live in Nordics and so far Asus Nordic didnt create any problem for me. At my 3rd RMA I got full-refund from the retailer. Of course, Asus should give that credit note to the retailer and them retailer is obliged to give you a new computer or money.

*

Thaladar
07-22-2018, 12:36 AM
I got another response from the Asus guy after providing him with additional information - he clearly stated that since the laptop had undergone four (but it's five) hardware repairs, I have every lawful right to request a refund or get a new unit, according to the law centered around warranty, and that the retailer must oblige. I have also sent an e-mail to the retailer, and attached all files of importance (repair papers, screenshots of the ticket on Asus' website, screenshots of my correspondence with the Asus employee). Before I make my next and final move, I'll first see what the retailer's e-mail response contains.




After reading your post, I feel suspicious buying an Asus gaming laptop from my trip to Germany.

I live in Nordics and so far Asus Nordic didnt create any problem for me. At my 3rd RMA I got full-refund from the retailer. Of course, Asus should give that credit note to the retailer and them retailer is obliged to give you a new computer or money.

*

I don't want to scare you, but you should always be prepared for the worst. Now, looking back on my own experience, I'd first make sure they would give me a refund or a new unit in case anything goes wrong, instead of being dragged around as I currently am. I'm sure your luck will never be as bad as mine, so try not to worry too much about it :)

Best regards,
Marco

PredatoR_TR
07-22-2018, 12:39 PM
I got another response from the Asus guy after providing him with additional information - he clearly stated that since the laptop had undergone four (but it's five) hardware repairs, I have every lawful right to request a refund or get a new unit, according to the law centered around warranty, and that the retailer must oblige. I have also sent an e-mail to the retailer, and attached all files of importance (repair papers, screenshots of the ticket on Asus' website, screenshots of my correspondence with the Asus employee). Before I make my next and final move, I'll first see what the retailer's e-mail response contains.





I don't want to scare you, but you should always be prepared for the worst. Now, looking back on my own experience, I'd first make sure they would give me a refund or a new unit in case anything goes wrong, instead of being dragged around as I currently am. I'm sure your luck will never be as bad as mine, so try not to worry too much about it :)

Best regards,
Marco

Well, I have used 3 Asus laptops. The first one was the best laptop I have ever used and for this reason I have become an Asus user.

Second was DOA. Basically GL702VM didn't answer my requirements and backlight bleed, temperature etc...

Last one was G701VIK and there were too many irritating problems for a 3500 laptop and 3rd RMA I got my credit note. I wasn't very lucky as well with that one but still want to give a chance to Asus with G703 if I find with a more reasonable price.

You have legal rights after 3rd attempt of RMA always. The odd situation is here that the retailer tried to fix it. Hope you will get your refund asap.

Thaladar
07-22-2018, 04:14 PM
Well, I have used 3 Asus laptops. The first one was the best laptop I have ever used and for this reason I have become an Asus user.

Second was DOA. Basically GL702VM didn't answer my requirements and backlight bleed, temperature etc...

Last one was G701VIK and there were too many irritating problems for a 3500 laptop and 3rd RMA I got my credit note. I wasn't very lucky as well with that one but still want to give a chance to Asus with G703 if I find with a more reasonable price.

You have legal rights after 3rd attempt of RMA always. The odd situation is here that the retailer tried to fix it. Hope you will get your refund asap.


I chose to buy an Asus laptop for the same reason - I still own my very first laptop, which is Asus N61VN. Eight years later, it's still working well, and the only problem I had with it was a dead HDD ten days after its warranty expired. Therefore I decided to go for another Asus laptop, this time a true gaming rig that would fulfill all my different needs, and I wasn't wrong. My G752VS worked perfectly for nearly two months, and I was so damn happy with my purchase, but then everything started getting out of control. As you said yourself, there are too many problems with it being a 2500-euro laptop in my case, and after this many attempted fixes it is only fitting that I get a refund or proper replacement. It is indeed odd that the retailer tried to fix it, despite the fact that I explicitly requested that the laptop be sent straight to Asus headquarters. One way or another, justice shall be served - should they refuse to comply in line with the law, I'll take the entire case to the court; but hopefully, it'll get sorted before it comes to that. I can't wait for their response tomorrow.

Spirery1
07-22-2018, 07:24 PM
Im in the same boat with my G752VY is on its 5th RMA never worked out the box still overheating everthing replaced twice apart from kb and base unit still not fixed now i have been told they are waiting on a 4th mobo as the 3rd didnt work second LCD and being told 91c is normal cpu temp from the repairer this has been a headache from the start phone calls emails retaler dont want to know they say send it back to asus and tbh asus hasn't been any better at helping spent 1,399 on this brick all its been good for the last 11 months just glad it has 2 years warrany waiting on a phone call next week as they booted it up staires hope they can sort out this bloody mess u think they would of replaced it after the 2rma but no even came back faulty and scratchs on the case the repairer has no idea what they are doing Vapor Chamber coolest on the market lol just a bloody toaster hope u get it sorted soon .

Thaladar
07-22-2018, 09:52 PM
Im in the same boat with my G752VY is on its 5th RMA never worked out the box still overheating everthing replaced twice apart from kb and base unit still not fixed now i have been told they are waiting on a 4th mobo as the 3rd didnt work second LCD and being told 91c is normal cpu temp from the repairer this has been a headache from the start phone calls emails retaler dont want to know they say send it back to asus and tbh asus hasn't been any better at helping spent 1,399 on this brick all its been good for the last 11 months just glad it has 2 years warrany waiting on a phone call next week as they booted it up staires hope they can sort out this bloody mess u think they would of replaced it after the 2rma but no even came back faulty and scratchs on the case the repairer has no idea what they are doing Vapor Chamber coolest on the market lol just a bloody toaster hope u get it sorted soon .

Yeah, quite a similar story on my end... the people that worked on fixing it are outright incompetent and negligent. Not only have they been unable to fix any of the problems, they also proved they can't even diagnose things properly, and on top of that they also scratched the surface of my lid (although it's almost invisible) and made a dent on the side. I don't know about you, but I'm definitely going to take serious measures regarding my case if I am once again denied my legal rights.

P.S. My CPU temps are even worse than yours, take a look.

Alvez@asus
07-23-2018, 05:48 AM
Dear Thaladar:
Good day, I am Alvez from ASUS HQ. After reading your story , I am so sorry to heard about this. Could you please pm me your serial number of laptop that I can consult with related service member to take care your case in English.

Thaladar
07-23-2018, 11:05 AM
Dear Thaladar:
Good day, I am Alvez from ASUS HQ. After reading your story , I am so sorry to heard about this. Could you please pm me your serial number of laptop that I can consult with related service member to take care your case in English.

Dear Alvez,

Thank You for taking interest in my case. I have sent You the information You requested.

Best regards,
Marco

Spirery1
07-23-2018, 02:51 PM
Glad your getting it sorted marco

Thaladar
07-23-2018, 04:24 PM
Glad your getting it sorted marco

I hope so! I have also received a response e-mail from the retailer, where one of the employees said my mail has been forwarded to the supervisor, and that they'll get back to me as soon as they receive an answer.

Spirery1
07-23-2018, 05:33 PM
Hope its good news

Thaladar
12-04-2018, 11:50 PM
Latest info:

Much has happened between my last post and now - for the worse. The title mentions RMA no. 5 - now it's no. 8. I thought the laptop had gone through 7 RMAs in total, but the guy at Asus office mentioned there are 8 registered reparations in their system.

Following my latest reply to this thread, I had the laptop sent to Switzerland and their repair center, who were once again incompetent to diagnose the issues my unit is having, and I was given a rather mediocre written response: "the laptop doesn't have a single problem, it turns and off without any issues - we have restarted it numerous times. The fans are a bit loud, but that's expected if they're running at full power, and they're running properly. Make sure to update Windows regularly - that's the only issue we have found, if we can call it an issue." That's the rough translation from German into English.

Due to their ignorant approach, I became infuriated, and had my uncle send the laptop back to me here in Serbia, where I contacted Serbian-based Asus headquarters in hopes of finding a suitable answer to the solution of the problems I am having. They listened through my complaints and informed me that they will arrange for my unit to be picked up and looked into at the repair center. Following their diagnostic tests, I was informed that the motherboard is faulty (please note that the motherboard had already been replaced 2 times with no improvement at all) and that a new one is to be ordered so that it could be replaced. Please note that my laptop still has around 3 months of warranty left, so I decided to take more direct steps as it was clearly evident that the laptop could not be fixed after so many repairs during the period of more than one and a half years.

I once again contacted the Serbian-based Asus office and requested their assistance in this matter. They forwarded my complaint to the head manager and I received an e-mail from them this morning, where they're offering me two solutions:


1. They all agree that the time for a replacement unit is long overdue and that I should already have been given a new working unit, as all these repairs are not profitable for Asus themselves either. They would have replaced my unit here, but due to the fact I had bought it in Switzerland, they told me I'd have to request it from the Swiss retailer.

2. Asus would buy the laptop from me for 60% of it's retail price.


I had immediately phoned my uncle so that he could contact Asus support in Switzerland. He first contacted the retailer (STEG Electronics) informing them about what Asus in Serbia said, but they kept brushing it off, saying "they have nothing to do with it as they're only selling products", after which he proceeded to contact the Swiss Asus support. He did, and the guy on the line acknowledged 8 RMAs after looking into my laptop's serial number. However, he refused to have my unit replaced, despite overwhelming evidence that the laptop had been faulty all this time (since 2 months into my purchase), and that the only solution would be that where Asus would buy my unit for set amount of money based on the time that had passed since its initial purchase. This is seriously unnaceptable from a respectable company that Asus is, and I'm going to do everything I can to badmouth both the retailer and the manufacturer (STEG Electronics and Asus, respectively). This is no way to a treat a long-term customer who's owned several Asus machines up to this point, but this is going to be the last time I have ever purchased something with "Asus" logo on it, and I'll be doing everything in my power to raise peoples' awareness about these two companies who are no better than narco cartels. It's ridiculous of them to expect me to lose 40% of my unit's value, which is around 900 euros. The laptop started malfunctioning two months into my purchase and has been faulty ever since - not a single issue was fixed apart from a replaced dead SSD. A company this famous, refusing to acknowledge their own responsibility towards their loyal customers... it's just... I have no words.

To summarize: Nearly two years after the purchase, the laptop had spent more time across service centers (in both Serbia and Switzerland) than in my actual possession - I believe I had it in my possession for like 6 months in total over the entire period of nearly two years, where my studies, as well as job visibly suffered due to someone else's refusal of responsibility, resulting in me being without a laptop all this time.

I'm going to try and contact the Swiss Consum (Consumer Protection Organization) tomorrow morning, I'm really hoping someone on the line will understand and be able to talk in English.

NOTE: IF YOU DO NOT WANT TO BE SCAMMED BY ASUS, NEVER BUY ONE OF THEIR PRODUCTS, AS THEY TREAT THEIR CUSTOMERS WORSE THAN THE POLICE TREATS OFFENDERS.

Best regards,
Marco

MasterC@ROG
12-05-2018, 01:27 AM
Hi Marco,

Sorry to hear about your bad experience. In the future, the Service-Inquiries section would be a better place to post if you are in need of assistance for RMAs. I will talk to our service team immediately to discuss how your issue can be resolved.

Please private message me your full name, contact details, and RMA number. Thank you.

Thaladar
12-05-2018, 01:54 AM
Hi Marco,

Sorry to hear about your bad experience. In the future, the Service-Inquiries section would be a better place to post if you are in need of assistance for RMAs. I will talk to our service team immediately to discuss how your issue can be resolved.

Please private message me your full name, contact details, and RMA number. Thank you.

Dear MasterC,

Thank You for Your response. I have provided You with all the details You asked in a private message. Should You need any additional information, please let me know.

Best regards,
Marco

Thaladar
12-11-2018, 12:02 AM
It has been 3-4 workdays since I got any response other than the one I had received at that time. I hope Asus will take this seriously like the company I think they are.

MasterC@ROG
12-11-2018, 05:44 AM
I have received all relevant info from you, passed it on and escalated the issue. As mentioned, it is always more complicated when multiple regions are involved and you're unsatisfied with the previous offer. Another solution is still being discussed between the regions. Sorry for the wait, will let you know if a different solution has been finalized.

Thaladar
12-21-2018, 09:13 PM
I have received all relevant info from you, passed it on and escalated the issue. As mentioned, it is always more complicated when multiple regions are involved and you're unsatisfied with the previous offer. Another solution is still being discussed between the regions. Sorry for the wait, will let you know if a different solution has been finalized.

After nearly two years of struggling with this matter, I am more than happy to finally announce that the nightmare has come to an end. OVER. TUTTO FINITO. THE END. Yes, you've read that right. The entire process is yet to be finalized, but I am at ease knowing we're getting there at long last.

A few days ago, I got a phone call from a Serbian Asus representative (who also turned out to be a representative of the entire Balkans) saying I will be issued a replacement unit - same model as mine, brand new, ready to be shipped from their European HQ located in the Netherlands. However, I received another phone call from the same person yesterday morning, saying that the previously proposed idea is not as good as it initially appeared to be, since my laptop was purchased in Switzerland, and due to their specific (I say "retarded") laws regarding bureaucracy, I'd have to wait for 1+ month because the entire process would have to go through them first. Additionally, the Swiss required of me that I PAY for the laptop's transportation, which even the representative himself recognized as ridiculous. In light of that information, he once again talked things through with his Dutch colleague in the European Asus HQs, and they agreed the only just solution in the end would be to issue me a full refund, since the evidence of my unit's defectiveness is overwhelming (may I remind you that my laptop started malfunctioning two months into its purchase and its condition had been worsening ever since).

It would be roughly two years in March 2019 since I made my purchase, which implies that I would be out of my warranty at that point had this issue not been resolved now, and therefore, with a unit as useful as a brick in my hands. I had initially lost all faith in Asus, and vowed to never buy another Asus product in the future, as well as raise peoples' awareness about my problem, hoping they never run into a similar one themselves, thus avoiding Asus products. However, after thinking everything through, I have come to the conclusion that Asus as a whole is not to be blamed for my case, but rather certain individuals - the Swiss retailer STEG Electronics, who kept denying their responsibility every single time I reached out to them, as well as the incompetent technicians from Computacenter AG CH (an Asus-approved repair center located in Switzerland) who pretty much deemed my machine "in working condition" and "problem-free" every time it was sent to them for repairs. At least the technicians here in Serbia tried to fix it by replacing the motherboard two times, among other things.

Had I not contacted Asus Call Center in Serbia at the time I lost all hope of ever resolving my problem, I wouldn't be writing this today. This way I want to thank Jelena and Aleksandra for being really friendly and helpful each time I phoned them regarding my case, and helped spread my story throughout the company. I also want to thank one person without whom the continuation of my tale would not be possible - that person is MasterC, here on these forums, who kickstarted the closing chapter of this saga. After his timely intervention upon replying to me on this very thread (it caught me off guard as it was much faster than I had anticipated), his Taiwanese colleague (who I also want to thank despite not knowing who he is) contacted Asus representatives in Serbia, who in turn phoned me the next morning. I hereby want to thank Predrag as well as his colleague Ivan, who guided me through finalizing the refund process. My thanks also go to the Dutch representative who was instrumental in resolving my case. Furthermore, I want to thank everyone else who participated in it behind the curtains. Last, but not the least, I greatly appreciate the help from some ordinary members of this forum who showed various signs of support, as well as providing actual suggestions, possible solutions, helpful information or simple words of kindness that sometimes mean the world.

I am also thankful to those who have been ignorant to my case - the retailer STEG Electronics including some of their employees (while some of their representatives were simply doing what they're told to do, as in doing their job, such as the person who I communicated with through e-mails). Furthermore, it also includes the technicians who worked on my unit in Switzerland's repair center authorized by Asus, as well as a certain Swiss Asus representative who outright refused to talk about a replacement unit after being contacted by my uncle on my behalf. Verdict - stay away from STEG Electronics no matter what, and I'd like to add that Swiss laws are pretty much "open", meaning that in a case such as mine, for example, the customer isn't really protected and is ultimately at the mercy of the seller, where it's simply their good will if they want to issue you a refund, a replacement, or whatever else.

As a bottom line, I also feel the need to add that I have somewhat been touched by Asus' involvement in my case, whose dedication eventually yielded a positive outcome. Because of this, I am eager and willing to continue supporting Asus products - as a matter of fact, my new laptop purchase will most likely be of Asus manufacture, and this is going to happen as soon as my now already ex-unit arrives in the Netherlands HQs and the money gets refunded to my account. However, this entire saga has opened my eyes and I will be much more careful and observant in the future when buying such items.

The final verdict has come almost two years late, but then again - better late than never.

Best regards to everyone,
Marco

MasterC@ROG
12-24-2018, 02:30 AM
Glad it was finally resolved.

Thaladar
12-24-2018, 08:07 PM
Glad it was finally resolved.

As am I. Thank You for Your assistance once again, much appreciated. If you can somehow edit the the thread's headline, feel free to add "RESOLVED" to it or something of the sort.

Best regards,
Marco

MasterC@ROG
12-25-2018, 01:43 AM
As am I. Thank You for Your assistance once again, much appreciated. If you can somehow edit the the thread's headline, feel free to add "RESOLVED" to it or something of the sort.

Best regards,
Marco

Done, thanks for coming back to let us know it has been resolved.