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View Full Version : RMA Process an Absolute Nightmare!



JMac5450
05-03-2012, 05:07 PM
Back on the 4th of April I had to submit a warranty repair claim on my Asus G53 series laptop after the charging pin separated itself from the motherboard when removing my charger. While I found this to be annoying I understand things happen and it would be repaired by Asus in a timely manner. Unfortunately, my understanding of timely must be much different than Asus.

I called them yesterday in order to find out when this process was going to be complete and I was advised that a new motherboard had to be ordered in order to fix the computer. Again, understandable even though it has taken as long as it has to get the parts. Then the representative at Asus advised me that it would take 14 business days for the repair to be completed and that they currently have the new motherboard at the repair center. I am sorry but to me this is beyond acceptable. I like many do not spend this kind of money for this kind of service.

For those of you out there that have had this problem is this standard practice by Asus for repairs?

Appreciate any feedback from your experiences.

Thanks,

James

BrodyBoy
05-03-2012, 05:43 PM
I've never had to send a computer to Asus, but I've read a lot of RMA accounts here and elsewhere. While I occasionally hear of these ridiculously-long service "visits," they seem to be the exception rather then the rule. The far greater complaint, from what I can tell, is failure to actually fix the original problem. In your case, it's such a cut & dried hardware repair that I can't imagine how they can screw it up.

So while it is indeed taking an unacceptably long time, I think you can be hopeful that it'll be fixed when you finally get it back. Do be aware, however, that the DC jack used in the G53 seems to be vulnerable to this particular failure. If they repair it with the same hardware....which I'd assume they will....you may want to treat that jack with a little extra care to avoid a repeat experience.

JMac5450
05-03-2012, 06:02 PM
Brody,

Thank you for the advice. I as well would hope this is a pretty straight forward fix. I have been doing some research and this in fact does seem to be a problem as you have indicated. I honestly might sell the laptop just to avoid such future problems considering how easily it broke on me the first time.

Again, thanks for the advice.

James

chrsplmr
05-03-2012, 11:23 PM
Welcome. What Country? Did you pm MarshallR or Mason? (HQ/US respectively).c.

skoobiedoo
05-04-2012, 02:18 AM
I've never had to send a computer to Asus, but I've read a lot of RMA accounts here and elsewhere. While I occasionally hear of these ridiculously-long service "visits," they seem to be the exception rather then the rule. The far greater complaint, from what I can tell, is failure to actually fix the original problem. In your case, it's such a cut & dried hardware repair that I can't imagine how they can screw it up.

So while it is indeed taking an unacceptably long time, I think you can be hopeful that it'll be fixed when you finally get it back. Do be aware, however, that the DC jack used in the G53 seems to be vulnerable to this particular failure. If they repair it with the same hardware....which I'd assume they will....you may want to treat that jack with a little extra care to avoid a repeat experience.

Sorry to rain on yer parade there Brody but he is right they are REALLY slow and my laptop funny was a G53 too and came back after a week or two with a brand new fault... Don't get me wrong I luv ASUS products... I just won't be buying a laptop again...

JMac5450
05-04-2012, 12:08 PM
Welcome. What Country? Did you pm MarshallR or Mason? (HQ/US respectively).c.

I am in the United States and have not PM'ed them. Will they be able to give me a better understanding of when it will be complete? Calling support does nothing but get me a bunch of canned statements.

Thanks,

James

JMac5450
05-04-2012, 12:12 PM
Sorry to rain on yer parade there Brody but he is right they are REALLY slow and my laptop funny was a G53 too and came back after a week or two with a brand new fault... Don't get me wrong I luv ASUS products... I just won't be buying a laptop again...

It is unfortunate because I like their products but the more I read about others receiving their laptops back the more discouraged I get because of it. It honestly seems like it is just a matter of time before the pin pops again and I am going through the process again.

No doubt it is frustrating...

vudugan
05-04-2012, 10:44 PM
I really wish I would have researched these forums before my purchase as well. I needed a laptop for school, work and gaming and just knew ASUS was the machine to get. Had I researched their customer service experiences, I would not be writing this. I am also having issues with my 2Mth old machine and received a RMa # 2 weeks ago after placing the request on March 26th. I decided not to send it in and wrote them back about the RMa complaints. I need my machine for work and school so sending it in will hurt me dramatically. I will continue to manipulate the machine to get it working for me until it won't, then an RMa will be only option. To save and borrow $1500 to get a needed item from a good brand name was what I thought a good ideal. I can't believe a big name like ASUS would have such bad service.

chrsplmr
05-05-2012, 12:06 AM
Yes. PM Mason@Asus with your RMA info and I am sure he will look into it.
If not he can usually point you in the right direction..
thank you for your patience.
I agree. Love the ROG. Support .. et .. not feeling it yet from repairs ect.

Skoobie... you didnt rain on anyones parade .. Welcome... we 'know' the
issues ... posts and posts ...
in the end .. each is resolved. Support/Repair ... is in RMA also.c.

BrodyBoy
05-05-2012, 04:56 AM
Sorry to rain on yer parade there Brody but he is right they are REALLY slow and my laptop funny was a G53 too and came back after a week or two with a brand new fault... Don't get me wrong I luv ASUS products... I just won't be buying a laptop again...
How did you rain on my parade? (I didn't even know I had a parade....) As I said in my post, we occasionally see complaints of really slow RMA service (though if you're saying yours was a week or two...that's not slow)....I've never said otherwise. So what is yer point there, scoobiedoo? ;)

chrsplmr
05-05-2012, 01:10 PM
hahahaha .. brody ... arent you one of the guys that has been standing in the pouring rain just
waiting for a damn pararde to start ? hahahhaa
Play nice Scoobie...
We are here to help YOU .... ummm ... for free. Happily.

We want this fixed more than you do .. and believe it .. so does Asus.c.



BTW ::: Admin .. cant we make Country of Origin listing Permanant ? Mandatory ? Thought it was.
This is important in our Global Community Now ... How do we help .. if we dont know where 'they' are? thnx.

irdmoose
05-05-2012, 09:00 PM
How did you rain on my parade? (I didn't even know I had a parade....) As I said in my post, we occasionally see complaints of really slow RMA service (though if you're saying yours was a week or two...that's not slow)....I've never said otherwise. So what is yer point there, scoobiedoo? ;)

I'm with BrodyBoy. I had to send my laptop in for bright spots in my LCD... twice. The problem was not caused by anything Asus did since they don't manufacture LCDs, but Asus had my G73JW-XA1 back in mt hands on the Friday following the Monday on which I shipped it out. The second time they gave me a hard drive upgrade since the factory installed Seagate was apparently under a factory recall. Their phone support leaves a little to be desired, and their tracking system got the tracking number for the shipment to me three days after my laptop arrived. However, overall my personal experience has been a positive one, and my G73JW hasn't exhibited a single problem since that last service call just over a year ago.

Cases like these are rare, but how they're handled can make or break a company. I certainly hope that someone at Asus can solve your problem, JMac.

chrsplmr
05-05-2012, 10:11 PM
I have beating that drum as hard as i can myself brother..nobody argues that here ... exactly right.

JMac5450
05-07-2012, 04:09 PM
Thank you for the feedback everybody has been providing. I spoke with support again today and received the same canned responses so it is not worth my time to even call them anymore. I will however send Mason a message to see if he has any additional details.

Thanks again for all of the assistance the members here have provided. I will be sure to keep everybody updated on the situation.

Thanks,

James

iluvatar
05-07-2012, 04:48 PM
I had to rma (Uk) my g53sw just a few weeks after I bought it, because the gpu had stopped working. It took them 6 weeks (!) to order a new mainboard + gpu and sent my laptop back. This laptop is so fragile that I'm wondering what I'm going to do once the 1 year warranty runs out...

imbloodyskintagain
05-07-2012, 06:08 PM
Mine went in for rma last monday,
The ebay reseller delivered it to repair centre himself as he was going there anyway, so far not had any word on it.

Hope it doesnt take 6 weeks for me as back on my old dell 1557 and its bloody slow.

JMac5450
05-08-2012, 06:21 PM
I just wanted to give everybody a quick update. I sent Mason@Asus a PM and he has been extremely helpful with this situation and has been in contact with the repair center in order to get my issues resolved ASAP. I only wish those at Asus support were as helpful when I call them.

Special thanks to Mason for looking into this for me. Hopefully I will have a trouble free laptop back in the very near future.

Thanks,

James

chrsplmr
05-09-2012, 02:25 AM
Great. Didn't we tell you ? and Thank You much for taking time to tell ..well.. Everybody.
also like we said. Welcome to ROG.c.

Vantharas84
05-09-2012, 02:32 AM
I just wanted to give everybody a quick update. I sent Mason@Asus a PM and he has been extremely helpful with this situation and has been in contact with the repair center in order to get my issues resolved ASAP. I only wish those at Asus support were as helpful when I call them.

Special thanks to Mason for looking into this for me. Hopefully I will have a trouble free laptop back in the very near future.

Thanks,

James

How did you get him to answer you so quickly, he hasn't sent me a PM. What is your secrete.

JMac5450
05-09-2012, 06:07 PM
Great. Didn't we tell you ? and Thank You much for taking time to tell ..well.. Everybody.
also like we said. Welcome to ROG.c.

Chrsplmr,

Oh I have no doubt once one gets into touch with the correct person at Asus the ball will start rolling. Fortunately the members and employees at Asus that are on this message forum have been great at assisting me. However, this should not be the case at all and I am sure Mason and just about any other Asus employee that cares will tell you the same. This should be handled without a customer having to take such measures to get action. Waiting right at 4 weeks for anything to be repaired is well just not great.

But again, I thank Mason as he is staying on top of this for me.

Thanks again all...

James

JMac5450
05-09-2012, 06:08 PM
How did you get him to answer you so quickly, he hasn't sent me a PM. What is your secrete.

No special secret. I just sent him a PM and politely explained my situation to him. He has been more than helpful and I am sure he will get back with you. I can only imagine the amount of PM's he deals with in a day.

James

dstrakele
05-09-2012, 06:46 PM
Mason is "THE MAN" and we are fortunate to have him as a customer advocate. Without him, the RMA Nightmares would be dark indeed...

mundee
05-09-2012, 07:05 PM
I will Echo what others have said. Mason is the saving grace for Asus when it comes to the horrific experiences people have with the RMA side of the company.

JMac5450
05-14-2012, 02:53 PM
Just wanted to update what is going on. I know Mason has been in touch with the repair facility and is doing what he can on his end. He spoke with them on the 7th to get the repair done ASAP. Unfortunately, according to Asus they are still waiting for parts but who knows how accurate their information is. It has been over a month and at this time I have got to go out and purchase a new laptop for business. As much as I have liked Asus products over the years I will not be purchasing another Asus laptop due to the extremely long repair times.

I certainly hope Asus addresses this problem for future repairs others may have.

Thanks again to Mason for doing all that he can with this issue.

James

chrsplmr
05-14-2012, 03:42 PM
James .. thank you for the update ... so very sorry to hear this.
Actually this makes me sick.

Asuuuuuuuuuuuuuuuuuuuuuuuus ... arrrgh !! to nausium ..
Fix this faster .. stop this bleeding of the loyal.

I also believe that not giving the G55 a serious look would be an error.
We know that Asus Support is currently in 'RMA' themselves ..
Please consider giving 'them' one last chance at earning your business.
Asus has taken a refreshed direction with the new G's from the ground
up... in this new series. (Support is in the process of the same.)

Best of luck on both .. thank you for your honesty and the way it was
presented.

Chris

JMac5450
05-15-2012, 01:57 PM
Good news...the laptop has finally been shipped back to me. I think if it were not for Mason@Asus I would still be sitting here waiting. Now I just hope I have a working laptop with no issues once it returns.

Thanks again Mason and members here at the ROG.

James

lilysintrigue
05-15-2012, 04:23 PM
Congrats!! hopefully your laptop comes back in working order, and everything is great with it!! The Asus hq should be getting my laptop today for the 4th time, been sending it in for over a month now to Bizcom.. grr lol anywho I wish you the best !! :)

JMac5450
05-15-2012, 06:05 PM
Congrats!! hopefully your laptop comes back in working order, and everything is great with it!! The Asus hq should be getting my laptop today for the 4th time, been sending it in for over a month now to Bizcom.. grr lol anywho I wish you the best !! :)

I certainly hope it comes back with no issues. Seems many people have issues with the quality of repairs that Bizcom does for Asus. I can only imagine the frustrations you are dealing with. Best of luck to you as well!

JMac5450
05-18-2012, 02:43 PM
Final update...my laptop arrived yesterday and it is in working with no issues, so far. The only complaint I have is it was extremely dirty but I will settle with cleaning it up over waiting another month!

Again, a special thanks to Mason@Asus for getting the ball rolling on this for me. I wish everybody at Asus were as driven and determined as he is. Asus should be paying him a bonus!

James