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AmazingFactory
06-13-2012, 07:57 PM
My G75 that arrived DOA with loose and mismoulded screen bezel, open case and non-functioning GPU and display
has now arrived back at reseller in USA.
Now waiting for processing and refund.

The bad news is that Fedex are considering taking me to court for not paying the VAT (UK sales tax)
but the HMRC (UK IRS) say not to pay because:
(a) there is no VAT due (since laptop was returned)
(b) therefore if I do pay Fedex HMRC won't refund me

So the financial losses I have suffered thanks to ASUS sending me a dud laptop now reaching over $600

ASUS: please understand that a DOA can cause considerable inconvenience and expense to your customers
ASUS: you are damaging your valuable reputation by releasing broken laptops to distribution
ASUS: "RMAs running at low percentage" is WAY too high - I work in manufacturing - we have up to 30% failure rates INSIDE our factory - but our return rate is under 0.01%
ASUS: the only RMAs that are acceptable are those that are IMPOSSIBLE for you to detect and predict

I hope that my efforts in this forum won't go to waste - and that ASUS quality will improve as a result.

john_from_ohio
06-13-2012, 08:06 PM
ASUS: you are damaging your valuable reputation by releasing broken laptops to distribution


What proof do you have that asus distributed a broken laptop?

Is it not highly possible that shipping a laptop overseas only protected by a reasonably well packaged box might have involved any number of intermediaries ( UPS/FedEx handlers ... air cargo handlers ... your local delivery team ) that could easily have produced the damage?

Is it not possible to insure oneself against an event like that when purchasing an expensive item and having it shipped overseas?

AmazingFactory
06-13-2012, 09:15 PM
The laptop arrived with 2 outer boxes and 1 branded inner box - with protective foam pellets
There was not a single mark on any box to suggest any impact

The case was open - yet the screw was in place
This can not happen AFTER the box has been sealed ...

The screen bezel was mismoulded. This is a manufacturing defect.
It can not become mismoulded after being produced.
(I work for a company that moulds thousands of high quality polypropylene components per day)

The display backlight was not functional.
The GPU was non-functional, both the built-in display and the HDMI port produced nothing.

Whilst both these symptoms could have been caused by vibration - the fact that the ASUS support website lists the exact symptoms
and ASUS support recognized it as a known problem ... the most likely explanation is untested units entering distribution.

This could be caused by a mistake in internal logistics - scrap or rework units accidentally getting shipped.

Either way the responsibility lies in one place: ASUS

It is their name on the box ...

xeromist
06-13-2012, 09:20 PM
Unfortunate when a new release gets marred by issues like this. I honestly wonder how these are getting out of the factory?

AmazingFactory
06-15-2012, 11:58 AM
My full refund has arrived from EXcaliberPC.com with $100 goodwill gesture.
The reseller handled the RMA intelligently and efficiently.

JednaPiroga
06-15-2012, 12:38 PM
I agree with you on that. I got my yesterday, no protection at all, just a bigger box with the assu box inside, no extra styrofoam or anything.

Brian_ROG
06-15-2012, 11:34 PM
My full refund has arrived from EXcaliberPC.com with $100 goodwill gesture.
The reseller handled the RMA intelligently and efficiently.

Glad to hear this!