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BrokenWing
10-21-2012, 08:37 AM
.Greetings Gamers,

Thanks in advance for reading this. I know some of you are really saavy. I really could use some help and support. In short, I bought a G75 four months ago. It was defective. They would not replace it. They “repaired” it and it was damaged in return shipping. Asus wants to repair it again. I want a new computer. Here are the details.

4 months ago I bought a G75VW RS-72. I’m not a “gamer”, I bought it because of its great matte screen and backlit keyboard. I have 2 eye implants. Screen critical. I thought it was overkill but fell in love quickly. The problem being, after 3 months I could NOT get it working properly. I never transferred 1 file from my disintegrating fastly failing old Dell.

From the get-go things were screwy, documents saved into music, printer wouldn’t work, flash player conflicted, something always conflicting. Day 3 or 4 had first recovered graphic controller crash. Spent hours and hours each day... sometime 6. Would get ‘locked out’ of system control panel, computer, explorer. You name it. Fix one thing and something else go wrong or have to do restore and lose all settings. Finally get things to save where I wanted and next thing I knew they were saving in music again.

I’m not a geek, but not stupid either. Perhaps I should have reported problems sooner. Retailer tried to help. Switch from XP to 7 frustrating. Kept thinking I could sort things out.

Guy who runs library system computers said I should pack it up and get a new one. He did that for his Dad.

Two months pass. Still having problems and issues. Still haven’t transferred files from old computer. Printer still not working. Phone Asus want a replacement. They say no replacement, only repair. Made very clear I would be paying shipping and any “user induced” problems. I decide to do clean install.

While learning how to do that and making notes and game plan for quick set up graphic controller starts doing full system crashes. Have 4 of them. I phone Asus. They make new repair order and say they will pick up. No charge. I discover Event Logs with critical administrative errors back to BEFORE I owned it, before the retailer installed 7 Pro update. I rewrite long detailed, highlighted and bolded letter listing all problems, including errors.

It was almost 3 months by then. I cleaned it. There wasn’t a fingerprint on it. It looked like the day it had arrived. I packed it in the large box with all the original styro and bubble pack the retailer had sent it in. A courier came and picked it up. I check to be sure of delivery.

They’d said 2 weeks. After 2 ½ I phoned. They said delay waiting for a part. Soon. Finally an email and a week later it was here. I picked it up late Friday afternoon. I opened the trunk of my car and the gal handed me a small box. I shook my head but had already signed so I took it home. I could feel it slopping around in the cardboard cover they’d put over its briefcase box. It was loose. It looked and felt like the end of it would give way any moment. Corners were torn. There was a small rip in the side edge of the box, like it had caught on something. NO label suggesting care be taken. NO “fragile”, NO “handle with care”. Either box was well used or crushed.

It was getting dark. I put the battery in and turned on the lamp. I could see a small gouge on the bottom. I plug in and wait to daylight for inspection.

Today I open the lid and see a streak across the screen. Scraped or dirty? I get special cloth. I see the bottom of screen frame protruding out from the screen. I see bits of stuff on the screen – remnants of someone’s lunch? A hard dried spray of sneeze? I was livid!

Instinct was to close it. See dirty hand prints. Hands one thing but stuff on screen??? I was mad and had already forgotten about the scratch on the bottom. I phone. Red tape. Asus wanted the serial number. Turn it over and discover the large bottom panel has sprung out. Now very obvious the computer has crashed. Explains the excess room inside its ‘briefcase’.

Asus wanted pictures. I write address. Then he said he’d emailed me a new RMA (return for repair order). I crank up the old Dell and mailbox. Ok. But at this point I told the guy this is not a “repair” order. I do not want a “repair”. “I want a NEW computer”. After more discussion I ask to speak to his supervisor. Okay but he wanted me to agree to the new repair order. I refused to agree to a repair order. He offers pick up. He said it must go back for “assessment to see if it can be fixed".

“Supervisor #1”. We go through the whole thing over again, except more heatedly. She said it’s not in their “policy” to replace a computer. They had told me that the first time, but as I explained, this was no longer a repair situation. I paid for a NEW computer 4 months ago and I want a NEW computer. They are already on sale now. “I paid $2000 for this and I got a defective computer WHICH YOU ALREADY REFUSED TO REPLACE and now you want to repair it because it’s been damaged?” This went on for a good ½ hour until I ask to speak to her supervisor.

What is going on? This is NOT right!

Supervisor #2: All the time I’ve been on holds I’ve been hearing all about Asus’ wonderful warrantee programs and how good their products are. #2 went just the same as number #1 except now they want to start to deal with who’s responsible for the damage. Again I said I would return it the way I received it but I WANT A NEW COMPUTER. Again, I was told they must do an assessment and see if it’s fixable. Again, it got to the point I asked to speak to the supervisor.

Supervisor #3 was the same scenario, except more emphasis on who is responsible for the damage. From the sound of it, the problem would not be resolved until they dealt with the cause of the damage. Clearly it is not my fault and I just want a new computer. I don’t want to wait a month or two for them to deal with the courier and the repair centre who didn’t pack it well in the first place. I do not want an old damaged computer. She puts me on hold.

In the meantime I realize I’d never even turned it on. The keyboard lit up and the fan ran but the screen stayed black. Nothing. She returns and I tell her it doesn’t work. It didn’t want to power off. When it finally did, it took longer than it had all those other times.

After more discussion and another request of asking to talk to her supervisor she returned and said someone will phone me Monday morning.

During all the calls and all the internet paperwork and invoice attached to the box, there is no mention as to what was done with the computer. When I enquired all I was told was they replaced the graphic controller. There is no mention in their notes about the critical administrative errors, nor of the system lockouts etc.

HOW DO I DEAL WITH THIS ISSUE AND THESE PEOPLE? How to I get them to provide me with a NEW, never used computer or give me my money back? FAST. Sometimes Visa will assist but you lose taxes, besides, the retailer gave me excellent service and I do not want their reputation harmed. They tried to help. When they couldn’t they said I had to deal with Asus for first year. Warrantee for year 2 and 3 are with the retailer.

I want, deserve, and have paid for, a NEW computer. After all the hassles I wonder if Asus would stoop so low as to give me some other refurbished computer and how would I know if they did? I just want what I paid for or my money back NOW, not months down the road.

Many thanks if you can help me between now and Monday. Like I always say, No question is a stupid question and all ideas are valid. Thanks a bunch, BrokenWing.

Zygomorphic
10-21-2012, 10:23 AM
PM @cl-scott and see what he can do. He is the customer-service member on the forums.

I don't know if ASUS will give you a brand-new computer, but if they end up replacing it with something damaged, I'd return it. I see their point in saying that they want to assess if it is fixable. If what you describe is correct, they would probably end up replacing it. If they replaced computers for every minor complaint, then they would loose money when something as simple as a keyboard or RAM stopped working.

chrsplmr
10-21-2012, 11:57 AM
Yes indeed PM cl-scott .. (forward your post .. with rma #'s ect.)

The quality of your post alone deserves 'a new one.' ..but I dont make those decisions.
Best of Luck .. and by all means .. Welcome to ROG.c.

GottiBoi55
10-22-2012, 02:20 AM
[QUOTE=BrokenWing;172526].Greetings Gamers,

I’m not a geek, but not stupid either. Perhaps I should have reported problems sooner. Retailer tried to help. Switch from XP to 7 frustrating. Kept thinking I could sort things out.


While learning how to do that and making notes and game plan for quick set up graphic controller starts doing full system crashes. Have 4 of them. I phone Asus. They make new repair order and say they will pick up. No charge. I discover Event Logs with critical administrative errors back to BEFORE I owned it, before the retailer installed 7 Pro update. I rewrite long detailed, highlighted and bolded letter listing all problems, including errors.




Dude, from what you explained here in the "highlighted" in yellow, you didn't buy a "new" G75vw.
For me it's hard to believe that the "Reseller" didn't know about this.
Well I did a Google search, and could not find anywhere you can buy a "new" G75vw with Windows XP.
Then you say the "retailer" installs Win7 pro, this doesn't sound right to me.

Plus you over payed by about $360 dollars price link here>>>>>www.newegg.com (http://www.newegg.com/Product/Product.aspx?Item=N82E16834230638&nm_mc=KNC-GoogleAdwords&cm_mmc=KNC-GoogleAdwords-_-pla-_-NA-_-NA)

Edit:10-22

Sorry, if I came across as being unsympathetic for all the issues you have been experiencing, I feel for you.
But if it's proven that you did indeed buy a used G75, but sold as "NEW", you should take legal action.
You should try and get your money back from that retailer!
Hope all works out for you, and good luck.

AzraelsKiss
10-22-2012, 03:49 AM
To add to the reply above that pinpoints that the original issues were more likely an unscrupulous retailer (unless you actually bought a used notebook and either aren't willing to admit it, or didn't happen to notice... I'm leaning towards an unscrupulous retailer, although you not noticing the word used/refurbished/open-box/customer-returned is an acceptable second option) than to the fault of ASUS.

They’d said 2 weeks. After 2 ½ I phoned. They said delay waiting for a part. Soon. Finally an email and a week later it was here. I picked it up late Friday afternoon. I opened the trunk of my car and the gal handed me a small box. I shook my head but had already signed so I took it home. I could feel it slopping around in the cardboard cover they’d put over its briefcase box. It was loose. It looked and felt like the end of it would give way any moment. Corners were torn. There was a small rip in the side edge of the box, like it had caught on something. NO label suggesting care be taken. NO “fragile”, NO “handle with care”. Either box was well used or crushed.
You received an obviously damaged shipping container and didn't file a complaint about damage during shipping with the carrier? If the package was improperly handled during shipment, it could definitely explain the gouge in the casing and hardware issues you may now be having. The shipping insurance that ASUS likely got may be able to pay for a factory refurbished system, but will ASUS be able to file a claim when you didn't report a damaged shipping container and are now delaying returning the system to ASUS to rectify the situation?

BrokenWing
10-22-2012, 05:43 AM
Thanks guys,

Like I said, I’m new here and haven’t figured everything out. This computer seems to think I have no other life to deal with either. Haven’t had a lot of time here today so haven’t found cl-scott’s whatever (address/user link) to send message. Started writing one but am so tired of it I want to scream. Can’t find the last work order number either. Got photos taken today but not sent yet. Someone supposed to phone in am..

Thanks for the complement on my writing. You got the short version. Full version wouldn’t fit. :)

Had another weird one today. The screen frame had been open and gaping when I first opened it. I was still cooked and angry when I closed the lid down after discovering the screen doesn’t work. I closed it harder than I normally would. Today I open it to try to get a better photo of it. it’s a tough thing to show. Lo and behold it had snapped itself back into place. The really weird part was now there is a streak of dirty gunk along the bottom edge. It wasn’t there yesterday. It’s as though the screen shifted inside the frame or something … strange at any rate. I wondered if it’s gunk that slowly crept down inside over the 3 months I used it or if it’s part of the repairman’s lunch – the part that went with the other screen leftovers.

If you can make my life easier by providing a link or something to scott, I’d much appreciate it. Are there character limits as in other posts? Is there a way to attach either a Word docx or wordpad document in PMs or on the boards? Think I read you can attach photos/images. Otherwise, thanks anyway. I’ll come back and post a followup to this so people know what happens. 100 people read [or viewed] the first part.

Funny, they replaced someone I know’s computer and he never said it was such an ordeal. Maybe he didn’t want to scare me, eh? If I had the money I’d just sledge it and go buy something else. That’s not the case, so must follow thru. Cheers, BrokenWing
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KiwiG75
10-22-2012, 06:41 AM
[QUOTE=BrokenWing;172526].Greetings Gamers,

I’m not a geek, but not stupid either. Perhaps I should have reported problems sooner. Retailer tried to help. Switch from XP to 7 frustrating. Kept thinking I could sort things out.


While learning how to do that and making notes and game plan for quick set up graphic controller starts doing full system crashes. Have 4 of them. I phone Asus. They make new repair order and say they will pick up. No charge. I discover Event Logs with critical administrative errors back to BEFORE I owned it, before the retailer installed 7 Pro update. I rewrite long detailed, highlighted and bolded letter listing all problems, including errors.




Dude, from what you explained here in the "highlighted" in yellow, you didn't buy a "new" G75vw.
For me it's hard to believe that the "Reseller" didn't know about this.
Well I did a Google search, and could not find anywhere you can buy a "new" G75vw with Windows XP.
Then you say the "retailer" installs Win7 pro, this doesn't sound right to me.

Plus you over payed by about $360 dollars price link here>>>>>www.newegg.com (http://www.newegg.com/Product/Product.aspx?Item=N82E16834230638&nm_mc=KNC-GoogleAdwords&cm_mmc=KNC-GoogleAdwords-_-pla-_-NA-_-NA)
I think by the switch from XP to 7 he meant his old computer has XP on it and he has never used 7 before.

BrandeX
10-22-2012, 11:54 AM
Could be, but his description of issues sounds completely like OS related problems, not the PC itself. Running factory restore would sort that out.

finalhour
10-22-2012, 01:51 PM
Windows 7 is pretty intuitive. I'd wager that there was something buggy with his install initially but I agree that he probably could've fixed with a reformatting.....G75's are not for the feint of heart, if you're not a tech-geek by today's standards than I can see the trouble he could've had.

cl-scott
10-22-2012, 07:30 PM
Just to start off, seems I have to don the Prof. Billings hat again, and explain that pretty much NO ONE will give you a new computer after about 30 days without trying to repair it first. Apple, Dell, HP, Acer, Toshiba, Fujitsu, Samsung, and anyone else I'm forgetting, are all going to have basically the same policy. You can get a new unit, from the point of purchase, within whatever window they have (usually 30 days). After that, it's repair or live with the issue(s). That applies to electronics in general as well, not just computers. Companies that do direct sales like Apple and Dell, will offer replacement units if you purchased from them.

Now, moving along... Sometimes shipping carriers do tend to get a little "overenthusiastic" in their excitement of delivering packages. Some day I'll get around to finding some photos I have of my experience with this ~4 years ago, but you should take photos of the damage and report it to either the carrier and/or manufacturer.

So I won't necessarily be able to get you a new unit, but if you can provide evidence of the damage before sending it back in, I should be able to keep it from getting marked as CID (Customer Induced Damage) and you being sent a bill for repairs. Though generally I'm only able to deal with North America RMAs.

Finally, I do have to admit that it sounds like you may have been sold a previously owned and abused unit. I was contacted by someone in Australia a month or two ago where that looked to be the case. It is unfortunate that there are such people out there, and I'm sure there are others within Asus who try and make sure these people's associations with Asus are as short as possible, but some will always slip through the cracks.

So you can send me a PM here if you like, or my email address is in my signature.

BrokenWing
10-24-2012, 05:57 AM
to all... PM to cl-scott to follow. if i can't figure out PMs here i will e via yahoomail.

Hi guys… will return to read again. It’s brain dead time in my zone. Just to clarify – some stuff got cut in edit to fit = could have left something out.

I purchased NEW in Canada from retailer with good rep. prices different plus 12% tax. Almost positive it didn’t hit selves until June in Canada. Cant see them snarking me with refurb… at least not knowingly. Microsoft said Pro upgrade smooth, easy, no need to be problematic, self installing. Upgrade logs match purchase dates. 5 or 6 critical errors dated in may ’12, HP error ’09, ’10 and ’11. HP printer. Also others not sure what they are. Assume HP errors are reason printer would never work fully. I suspect/assume May is factory.

Switch from Xp to 7 is with my brain. My old unit is XP. 7 not intuitive match for my solution to the way windows thunk in 98 and XP. Different. I set up a system that worked for me after watching windows sort of fold back on itself. Use an old system used at a job I had. Never lost stuff. but,,, there was no explanation why documents saved in music. Even when I finally sort it out, it reverted to saving in music again. it was crazy. For all I know it could have goofy hard drive like me old dell did. Had weird problems for 2 years. Turned out to be a hard drive issue- discovered a week after warranty went.

Digressing… with asus, retailers are not middle men for repairs. I was warned by the place I got the first asus I would have to deal with asus instead of them. When I had probs with my dumb HP netbook I took it to retailer, they sent to HP and it was back in a week.

However, I will be in contact with retailer. Contrary to popular belief, I had a life before I had an Asus and they are consuming it faster than the termites in my dad’s old house. Asus ate a good 8 hours out of my day today.

It did not come broken/damaged originally. It was damaged in return shipping from Asus. Courier said onus is totally on Asus. They didn’t properly package and label as fragile or handle with care. Courier and myself not responsible. Not the first time they've had complaints about poorly packaged computers. Said manufacturers just trying to save a buck and too lazy to label.

I sent whack of photos of notebook and carton. I'm sending in large carton with unit packed same as i recieved it.. They acknowledged receipt of photos. The call back didn’t come until today = another 2 hours of bs, plus letter writing, documenting etc. I’ve been stuck without things on paper in the past, but not with this from now on. Everything in print or pix. I still say they owe me new computer. it’s their fault it got wrecked. I told them I’d take legal action. They would not completely relent but there’s finally some hope. I've threatened legal action. They’re slimy.

TTYTT, I don’t give a hoot if it’s not their “policy”. I paid for new computer, got a lemon, they got it broken, they can give me a new one. If I got paid minimum wage for dealing with the computer and them I could probably buy two of them by now. They’re business practices are questionable and they are cheap. If they’d spring an extra few bucks on packaging they wouldn’t have broken computers. They wouldn’t be paying a call center so much either. Would be cheaper in long run to do things right. Won’t even provide work invoice.

Hope that helps answer some of your comments and concerns. Thanks again. sounds like there’s some ‘good joes’ in the forum.
Will leave you with this for the night. If you send your unit for repair and you are paying the shipping and repair it goes to a different repair depot than if they are paying the bill. what's that about????

Will check in soon. Busy day tomorrow. – BrokenWing

PS FedEx coming to pick up wednesday (tommorrow...my time is PST, BC canada)---------------

BrokenWing
10-24-2012, 07:57 AM
Windows 7 is pretty intuitive. I'd wager that there was something buggy with his install initially but I agree that he probably could've fixed with a reformatting.....G75's are not for the feint of heart, if you're not a tech-geek by today's standards than I can see the trouble he could've had.

well, i'm shutting 'er down guys - 4 hrs later. have sent scott my info and data. i took loads of pix,
it was my understanding that the unit came with factory (asus) installed OS and retailer did update to pro which should have been easy peasy - according to MS there shouldn't have been any issues with the upgrade.. event records re retailer all jive.

hey, if the thing worked, i could poke around and see. keyboard lights up. something (fan?) runs but that's it. imop, asus didn't address some of the concerns. they did not include a work order invoice. they said i should have gotten one but made no attempt to provide one. all they told me was they replaced the graphic card. overall they were sloppy. reminded me of a car insurance company i was with. paid loads of money over the years. when i had a little bang into a concrete lamp post when i slid on ice they didn't want to pay out 1/2 of what i'd paid into them. said my low mileage car was defunct age wise (10 yrs). in the many months i dealt with them there was not one piece of paper, not one email. it turned out they didn't even have an office. everything was done through a call centre... sure sounds like asus

as said, i was going to do a reformat BUT the graphic controller kept crashing the whole system. when i discoverd the errors i figured since i was the one who made the back up discs, any previous errors would likely be carried forward into the new install. hence it really needed to be done with uncorrupted discs. capich?

like i also said, i used to have a life until i got an asus. i will be contacting the retailer but in the meantime i'm sending this thing away. if there is an issue with the retailer it will surface at some point, altho i do think they are legit.

thanks for helping. you gave me some ideas and food for thought. back when i can get here. maybe scott can calm the water down there in wherever they are. Cheers, BrokenWing

BrokenWing
10-24-2012, 08:07 AM
PS when i get too much time, i'll dig thru the flash drive where i was saving EVERYTHING and see if i recorded all those admin errors and dates. depends on my mood that day. it's sorta like journalling your life or photog. if you spend so much time making records of, or taking photos of things, you don't experience the real parts. life turns into a book or photo album.

so... if G75s aren't for the 'feint of heart', just how geeky do i need to be to use one? ,,,think i should hit the hay! good night

KiwiG75
10-24-2012, 08:27 AM
It's pretty stink that you got a crap one. I reckon ASUS should give you a new one. My one runs perfectly and I intend for it to run perfectly for at least 5 more years. If I can keep it in pristine condition for 20 years it might end up going up in value.
All I know is that HP gives out new things if something dies completely within the warranty period. I had a printer that died after 11 months and they sent out a newer model and gave that a new warranty. The power supply broke on the new printer and I was too lazy to ring them within the 12 months.... Ended up giving it to my brother and he got a new supply for it.

cl-scott
10-24-2012, 04:49 PM
It's pretty stink that you got a crap one. I reckon ASUS should give you a new one. My one runs perfectly and I intend for it to run perfectly for at least 5 more years. If I can keep it in pristine condition for 20 years it might end up going up in value.
All I know is that HP gives out new things if something dies completely within the warranty period. I had a printer that died after 11 months and they sent out a newer model and gave that a new warranty. The power supply broke on the new printer and I was too lazy to ring them within the 12 months.... Ended up giving it to my brother and he got a new supply for it.

I wouldn't really be so sure. Don't know the particulars myself, but it's someone I have known for several years and have come to find very trustworthy, likes to tell the story of how HP walked out on a warranty on a laptop he had from them. That means they refused to fix or replace the unit, and now the guy is out the money he paid for it along with having a bum laptop. Sure he could take HP to court, but odds are the time, money, and flat out hassle of doing so would probably be more than the unit is worth.

cl-scott
10-24-2012, 05:58 PM
Since the OP has seen fit to put details here in the thread, I'll do the same. I viewed some photos taken by the OP, and my personal opinion from my time working as a repair tech is that the work was a little sloppy. So I have offered a prepaid shipping label as well as having the cosmetic damage repaired under warranty.

j0ntar
10-24-2012, 06:18 PM
The matter looks settled but all your problems sound OS related not hardware. Either way I hope you get the help you need it is frustrating when you are lost and confused like you are.

Zygomorphic
10-25-2012, 01:11 AM
Since the OP has seen fit to put details here in the thread, I'll do the same. I viewed some photos taken by the OP, and my personal opinion from my time working as a repair tech is that the work was a little sloppy. So I have offered a prepaid shipping label as well as having the cosmetic damage repaired under warranty.

Thank you! That is very generous. OP, definitely look into reinstalling windows from the recovery partition/DVDs or else downloading the ISO legally from Microsoft. If you download, punch in the product key on the bottom of your laptop.

BrokenWing
10-25-2012, 07:28 AM
It's pretty stink that you got a crap one. I reckon ASUS should give you a new one. My one runs perfectly and I intend for it to run perfectly
for at least 5 more years. If I can keep it in
pristine condition for 20 years it might end up going up in value.
All I know is that HP gives out new things if something dies completely within the warranty period. I had a printer that died after 11 months and they sent out a newer model and gave that a new warranty. The power supply broke on the new printer and I was too lazy to ring them within the 12 months.... Ended up giving it to my brother and he got a new supply for it.

--------
My sentiments exactly, Kiwi. I was dreaming of it lasting like forever. Just gotta say I luved it. I used to be world’s worst typer. Zeus made me want to type… oo la la. I deserve a new one! Dang thing had lots of goofies, graphic card bad, etc. It yanks my chain that Asus would treat it so poorly in service, not even address issues, return it in unpadded cardboard cover, unlabeled as fragile, not insure it, have it get hurt bad enough to kill the screen and then want to “fix” it. No… B-A-D call Asus.


If they gave a rats a** enough to pay a few bucks more to protect it, they wouldn’t have cranky irate people like me to deal with. They’d save a heck of a lot of call centre time. (Some of the phone calls have been 2 hours!). They might even have a hope in H of achieving all that great stuff they talk about when you are on hold = about how they are leaders in technology and that they have the best warranty service in north america. Balderdash!


HP lost some admiration. Were good with warranty on netbook at 5 months (problem from beginning but not able to diagnose). Took to store, came back 1 week. NO support for anything past warranty. In the almost 3 months I was never able to get the 4 yr. printer to install properly. Other people have issues. Would be nice if HP say, “Do this…” and have it work. Also don’t know why in the end I wasn’t able to uninstall any of its software.


Zoning out… bw

Shawnnepc
10-25-2012, 02:29 PM
--------
My sentiments exactly, Kiwi. I was dreaming of it lasting like forever. Just gotta say I luved it. I used to be world’s worst typer. Zeus made me want to type… oo la la. I deserve a new one! Dang thing had lots of goofies, graphic card bad, etc. It yanks my chain that Asus would treat it so poorly in service, not even address issues, return it in unpadded cardboard cover, unlabeled as fragile, not insure it, have it get hurt bad enough to kill the screen and then want to “fix” it. No… B-A-D call Asus.


If they gave a rats a** enough to pay a few bucks more to protect it, they wouldn’t have cranky irate people like me to deal with. They’d save a heck of a lot of call centre time. (Some of the phone calls have been 2 hours!). They might even have a hope in H of achieving all that great stuff they talk about when you are on hold = about how they are leaders in technology and that they have the best warranty service in north america. Balderdash!


HP lost some admiration. Were good with warranty on netbook at 5 months (problem from beginning but not able to diagnose). Took to store, came back 1 week. NO support for anything past warranty. In the almost 3 months I was never able to get the 4 yr. printer to install properly. Other people have issues. Would be nice if HP say, “Do this…” and have it work. Also don’t know why in the end I wasn’t able to uninstall any of its software.


Zoning out… bw

It also has a lot to do with the tech (or company!) who handled your RMA.

ASUS's themselves often do a superb job handling RMAs and dealing with consumers.

Unfortunately in order to compete in today's market ASUS has to outsource some of it's services (call center, some RMA repairs)

It's really a bummer that you ended up with such a bad experience.

I have no doubt that Scott will get you taken care of and you'll be happy with the product you've purchased :)

and to chime in...

ASUS really is one of the better companies to deal with directly compared to the OTHER OEMs

Being in the computer retail and repair business, I have horror stories that would make you NEVER want to deal with some of these other companies.

KiwiG75
10-25-2012, 06:34 PM
I found emachines to have splendid warranty service. I have an em350 netbook and after 11 months and 28 days, the battery and hard disk failed at the same time (I blame sub-zero temperatures). I rang them up and told them, they told me to wrap it up in a nice box and send it off POSTAGE PAID BY THEM and I got it back a week later with a new hard disk. They forgot the battery, so I rang them up again and they sent me a brand new battery. That was over a year ago and it is still going strong.
I have heard horror stories about Compaq. They say you have a year warranty but then you go to claim for a bad battery or power supply and it turns out they only have a three month warranty on those components.