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View Full Version : G74SX Cracked Screen



VanTully
04-08-2012, 02:34 PM
I already know what most are going to say about this but I will say you are wrong unless our house is haunted..lol
I've got the G73, love it, no problems at all with it..went out 7 months ago and bought the wife the G74 so I could keep her off of mine :-)
So heres the deal: Wife logs off and closes her G74 before she goes to work last night (RN btw). I'm home all by my lonesome, hit the sack about 11pm. Gets cold in the house last night not freezing but quite chilly..She gets home from work this morning, I grab my coffee and sit down at my G73 and fire this baby up..She opens her G74, turns it on and freaks out..screen is cracked bad at the very most bottom edge right in the middle..strange..very strange. no damage whatsoever to the outside case and not so much a scratch on the outer screen. I'm baffled to say the least and she's quite upset of course..See Pic..
Both laptops sitting on the kitchen table, directly across from each other btw.
I'm at a loss as what could do this..is there some stress point in that parts of the screen that I don't see? A moderate temp change surely wouldn't cause a crack like this would it?

Thanks for any info and ideas..7517

dstrakele
04-08-2012, 03:17 PM
I've noticed it is relatively easy to torque the display on my G74SX when closing the lid from one corner. And I am concerned about what may be behind the screen that could put pressure on it when it is torqued. For that reason, I grab the lid at the corners with both hands (or at the middle with one hand) and gently lower it.

I can't imagine indoor temperature variations being capable of that type of damage, unless you live in Antarctica. Do you have any pets that may have jumped up on the table looking for food and may have landed on it? I'm sure it's some sort of freak accident. Never heard or read anything like it before...

The only thing close is I've read of Galaxy Nexus smartphone displays that have cracked, but the curved glass in front is also unscratched. Still, these reported cracks are difficult to see. It is good you provided a picture. I'm sorry this happened to you.

VanTully
04-08-2012, 04:14 PM
Thanks :-) I just don't get it myself, these lappy's seem very well built, as I've always expected from Asus. No pets to jump on it or anything.. just the weirdest thing I've seen in all my years.
Your right though, she may have closed it from the corner (i'll have to ask her when she wakes up) and there could be something behind the screen to "poke" it if it torqued but these seem to close with minimal effort and smoothly so I'm hard pressed to think they torque enough to do that..but hey anything is possible (even the house being haunted is possible and we've managed to piss off the ghost lol).
If I look at it from the right angle, i can see the cracks and it looks like the lower black dot in the above pic is where it has originated. There is a circle crack that the other cracks radiate from but at the bottom of that circle is a very small, very pinpoint "impact" point. This tiny impact point is about the size of tip of a needle, its that small.
See pic.
Not so much as a scratch, dent, or smudge on the plastic lens btw which leads me to think there may possibly be a "high" solder joint or a screw behind there and a slightly torqued lid closing made it come in contact with the backside of the lcd?
I'm sure an Asus warranty repair center will say owner damage but a very detailed inspection with a lick of common sense would show otherwise..

dstrakele
04-08-2012, 04:20 PM
I agree with your idea about the possible high solder point as a likely explanation. I recommend sending a PM to Mason@ASUS to see if he can assist you with your RMA.

BrodyBoy
04-08-2012, 04:26 PM
Any chance you have the one-year Accidental Damage Protection coverage?

It also appears, BTW, that perhaps a small object could have been sitting on the top cover, near the lid. WHen the laptop was closed....pop!

Boosted_R
04-09-2012, 06:18 AM
+1 I have also notice a ton of flex in the screen, this is my 5th laptop, and the first with flex in the screen. When mine is home I never close it. Good luck, hopefully you have accidental coverage, if not a screen is about $150

MrRuckus
04-09-2012, 05:37 PM
Man thats rough. Hope you can get it covered. From just a quick look:
http://completewarranty.asus.com/Content/US/ADP/ADP.aspx

It looks like it would be covered if its within the 1st year timeframe, although the registering being required within the first 60 days.. Can anyone confirm if this is VIP registration of a device or something seperate? I believe I registered my device on the Asus website, but not specifically here for ADP? Are you covered under ADP if you just register like a regular product?

BrodyBoy
04-09-2012, 05:59 PM
It looks like it would be covered if its within the 1st year timeframe, although the registering being required within the first 60 days.. Can anyone confirm if this is VIP registration of a device or something seperate? I believe I registered my device on the Asus website, but not specifically here for ADP? Are you covered under ADP if you just register like a regular product?
I've been curious about this too. Because they make such a point (and a whole separate website) about registering for the ADP coverage within 60 days, and even require that you submit your proof-of-purchase online, my guess is that they are sticklers about about it...i.e., if you didn't do the ADP registration, you're out of luck. But I'd really like to hear confirmation one way or another, since I can't even recall anyone here who has specifically filed a claim under the ADP provisions.

I'd be especially curious to know how rigid they are about the 60-day registration deadline, and also, how state laws against extra hoop-jumping for warranty activation/coverage apply in this situation. (My cynical side thinks this may be precisely why they make it separate: Many states prohibit registration as a requirement for warranty coverage, but since this is an "extra" or "bonus" service that isn't available to all owners, I suspect they manage to skirt those laws and limit this coverage to those owners who remember to register for it.)

Boosted_R
04-09-2012, 07:57 PM
I believe their pretty firm on the 60 day registration, its there way of avoiding everyone having ADP, saves them money like other companies do...... Even lets say they did agree, it took me almost 2 months for ASUS to register ADP.........VIP I believe gives extra warranty sometimes, but not ADP.

BrodyBoy
04-09-2012, 08:09 PM
I believe their pretty firm on the 60 day registration, its there way of avoiding everyone having ADP, saves them money like other companies do...... Even lets say they did agree, it took me almost 2 months for ASUS to register ADP.........VIP I believe gives extra warranty sometimes, but not ADP.
Yeah, ADP is definitely a separate thing from the regular warranty and from extended coverage. And again, because it's a "bonus" benefit that's only available when you buy certain machines through certain retailers...not a universal benefit attached to a model...I bet they can impose extra requirements (registration) and still avoid warranty laws. As you say, a way to save money, even while purportedly offering "the best warranty in the business." ;)

dstrakele
04-09-2012, 09:13 PM
From my understanding, you can register your laptop on the ASUS web site, but you must mail them proof of purchase to get ADP. Oops, I see Brody already covered this - as usual....

It took 4 months for my email confirmation from ASUS.

I got a chuckle out of it. First, I get an email from ADW@ASUS.com thanking me for my registration and requesting proof of purchase (which I had mailed 4 months earlier). 10 minutes later another email arrived:

Dear ASUS Notebook Customer,
Our record shows that we have received all required documents needed to complete the registration of your ASUS notebook computer. The notebook is now protected by both ASUS 360 Notebook Service Program and ASUS Accidental Damage Warranty Program, and they are both valid from the purchase date.

Ya gotta love 'em!

BrodyBoy
04-09-2012, 11:16 PM
From my understanding, you can register your laptop on the ASUS web site, but you must mail them proof of purchase to get ADP. Oops, I see Brody already covered this - as usual....

I've seen many mentions this mail-in option, but I actually never saw anything about that (in the G74 packages I've gotten). I know that part of the ADP website registration involves uploading a copy (a scan, I presume) of your original proof-of-purchase. I would hope that's sufficient, though it wouldn't surprise me in the least if they still require you to mail it in when you actually need service! (They seem to run a consistently back-asswards operation.....)

I'm still curious to hear of any owners who have submitted a claim under this coverage. I have a sneaking suspicion that Asus doesn't jump at the chance to help them out, but I'd be happy to hear that I'm wrong.

Ya gotta love 'em!
Oh yes...we all do! :)