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View Full Version : G74Sx Bios bricked - strange tech response



denismx
05-22-2012, 10:35 PM
Had the nice laptop 2 days - happy as can be. Hum... no keyboard shortcut or button to switch 2D/3D.

So I look for an update to solve the problem and read some forum posts. Ok: Bios 203 solves this problem.

Got the Bios file from the Asus web site, read and looked over some of the other updates and utilities. I notice yet another utility to update the bios. Nothing special said about it. No message saying "only use this one", in particular.

Booted to the bios, found EasyFlash, which found my new 203 bios on the hdd disk. Hey, I said to my wife! They sure made it easy. What an extraordinary machine. How easy they made it.

Bios upgrade went fine, file was verified ok. Two seconds to shutdown.

Dead. Bricked. Not even a green light for the battery charge.

Called in for a RMA. Tech guy asks me: Were you told to do this update? Hey, said I, I needed to solve a problem with the laptop and this upgrade is advertised as the solution. So he comes back with: The web site tells you to use the Aflash2 utility. My response: I did not see that. So he tells me that I might be charged to have the eeprom reflashed with a bios. What choice do I have, I tell him - the laptop is bricked as it is.

I looked at the download page and can't see any warning there, nor any indication of how to proceed nor what to avoid. The forum talks about problems - but nothing with certainty.

Costs me close to 100$ to send it in. I wonder if I will charged over that. If so I would feel it to be unfair.

Anybody has been charged for this when on warranty? How much, if so?

Vantharas84
05-22-2012, 11:50 PM
I've flashed the bios on my laptop to stop BSOD. Downloaded the file specifically for my laptop. Flashed it. Verified ok ect.. And it bricked it. I sent it in. They updated the bios to the latest version and sent it back. I wasn't charged for it.

denismx
05-23-2012, 12:13 AM
I've flashed the bios on my laptop to stop BSOD. Downloaded the file specifically for my laptop. Flashed it. Verified ok ect.. And it bricked it. I sent it in. They updated the bios to the latest version and sent it back. I wasn't charged for it.

Nice to know. I was told I should not have upgraded the bios without being told to do so by a rep. Silly I know. But were you directed to do the upgrade or was it from your own initiative?

mundee
05-23-2012, 12:16 AM
I find it totally insane for them not to have dual bios protection on these machines... ive even had this discussion with the tech support people about it. for the sake of a few extra dollars and bit more work motherboard side it would save a hell of a lot of RMA's when the full proof bios updates they give out go wrong. Gigabyte used to do it on all the boards and what a good idea it was too. If something went wrong it would boot of the second chip and reflash the first one. Simple stuff. If your under warrenty i would certainly questions why they want to charge you. Make sure you get it in writing as well. Most customer service reps of most companies rely on the customer not knowing if they have rights or not. Ask them to explain exactly why they will charge you to repair it.

denismx
05-23-2012, 01:03 AM
... Ask them to explain exactly why they will charge you to repair it.

I certainly will if they do, although the rep who gave me the RMA might believe that a little intimidation could reduce the number of RMAs for bad flashes.

I agree they should have a section of the eeprom that does not get erased and at least lets you boot to a basic bios. More so that they now send out machines that do not work as documented unless you flash a new bios. It's a sorry situation that a rep feels the need to claim that we should not flash a bios unless told to by a company tech and pay for repairs if we do.

(PS posting mainly to keep this thread over the spam that's coming in despite the capchas.)

BrodyBoy
05-23-2012, 06:34 AM
Anybody has been charged for this when on warranty? How much, if so?
No, they don't charge for this repair, but some owners (like you, unfortunately) happen to get bad, ill-informed phone reps that give this kind of erroneous info. The repair is covered, and turnaround seems to be pretty fast in these cases.

Failed BIOS flashing can happen under the best of circumstances, but putting the BIOS file on the hard drive and trying to update from there does increase the chance of failure, since NTFS isn't supported. Of course, there's no way you should have known this, since there were no instructions issued with the BIOS file that they make readily available on their website. Just think of all the trouble (and RMAs) that could be avoided by a simple little "README" text file.....

Boosted_R
05-23-2012, 07:38 AM
could be avoided by a simple little "README" text file..... You beat me to it.... its amazing how it still hasn't been done........... to the OP try to get a refund as it is covered, horrible asus reps is no excuse to be charged.....PM Mason@ASUS on this forum, he might be able to help

denismx
05-23-2012, 12:44 PM
could be avoided by a simple little "README" text file..... You beat me to it.... its amazing how it still hasn't been done........... to the OP try to get a refund as it is covered, horrible asus reps is no excuse to be charged.....PM Mason@ASUS on this forum, he might be able to help

Haven't been charged yet, just warned that I might be for having done a burn without obtaining a rep go-ahead first and not following proper published (not true) instructions either.

But now I'll be prepared with the right answers if it comes to that. I think the phone rep was just trying to educate a customer with intimidation and that I will not be charged after all. Strange strategy.

Myk SilentShadow
05-23-2012, 02:21 PM
. Just think of all the trouble (and RMAs) that could be avoided by a simple little "README" text file.....


You'd be surprised how many people do not bother reading the "Read Me" file included with software....if it was however all caps saying IMPORTANT READ ME FIRST!! that...may get people reading first before jumping in the deep end.

Oh and to the OP, next time you wanna flash your BIOS mate, put the ROM file onto a FAT formatted usb stick and you *should* hopefully have no problems :)

denismx
05-23-2012, 06:58 PM
You'd be surprised how many people do not bother reading the "Read Me" file included with software....if it was however all caps saying IMPORTANT READ ME FIRST!! that...may get people reading first before jumping in the deep end.

Oh and to the OP, next time you wanna flash your BIOS mate, put the ROM file onto a FAT formatted usb stick and you *should* hopefully have no problems :)

Even less people read the README file when it's not there, for that matter.

I hear even when on a FAT usb stick, the EasyFlash utility jumping at you when in the Bios will too often brick the unit. From what I have now gathered, although no one has offered the "company approved method" yet, the way it should be done is off a drive NOT in NTFS format, a usb stick in FAT format is fine, with the aFlash2 utility available on the download site (not the one glaring at you in the Bios). Badly written utilities, if you ask me, and a supervisor not doing his work.

In any case I should get my G74sx back with a 203 Bios that resolves the missing 2D/3D button problem and it it is unprobable I will ever have to flash that machine again in the future.

denismx
06-08-2012, 03:56 AM
Just to bring closure to this thread...

I got my G74SX back from service. Instead of pulling out the eeprom and burning a new bios, I got a new motherboard completely. Guess it's faster this way.
Well, it booted to windows all right, but it came back crippled. No 3D and no backlight on keyboard. Took me something like 6 hours of fiddling to get the correct version of the NVidia drivers for the 3D part as the latest ones from NVidia bugged my laptop and a couple of hours to get the keyboard backlight to work again (used Chastity's method).

Not impressed by the intimidation attempts from the RMA phone clerk - but there was no charge in the end - and not impressed by the quality control of the service techs who send back a crippled laptop.

The storm seems passed. Back to fighting with my awsome laptop.

BigRob_NH
06-08-2012, 05:16 PM
thanks for sharing your experience. I've been following as I used Easyflash to brick my G74sx on 6/2. I was able to pretty easily get an RMA that included shipping (from NH to CA, won't arrive till 6/11 as they went Fedex GROUND). On advice of the folks here I forwarded the RMA info to Mason who has already checked into things. He has observed that they've indicated Customer Induced Damage (CID). He said to track the shipping and when it arrives, let him know and he'll work with the techs on that CID issue.

This is sort of like health insurance. they deny first until you write/call in and complain. They're doing the same thing here. We have to be thankful for folks like Mason who are helping to stand behind their product.

This Easyflash issue is, really, unbelievably pathetic and is clearly costing them money.

Out of curiosity, did your new motherboard show up with BIOS 203 on it? I'm not entirely surprised that they saved .50 cents per MB to leave off a jtag header and resort to MB swap. I'd hate to go through all this and STILL have to do a BIOS update.

Regards,
Rob.

denismx
06-13-2012, 02:46 PM
Rob,
The mobo came back with the most recent bios (203). I paid for the charges to send it in. Maybe that was the objectve of the intimidation over getting a RMA.

The laptop no longer had the keyboard lights working, like I said earlier. Just a note to say that when I applied rhe fixmykbd app (designed for another model) on my G74SX it camed back with an error mesage, but got the lights working on reboot. As for the 3D, don't use the drivers on the Nvidia web site but only the ones on the Asus web site as the latet Nvidia drivers are bugged on a G74.

It would be appreciated that you do the follow up so we know what was your experience with this.

As for me, I'm having a lot of fun with this beast now that all is working. Only thing left is to fix this "m" key lag that is sometimes annoying. I believe it's a matter of reinstalling some piece of software. No big deal.