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View Full Version : G75VW-TH71 - RMAed in 24 hours, and the nightmare continues.



MattRidge
12-27-2012, 07:10 PM
I don't know if I am a fluke, or anyone else has had any issues as of yet with their laptop, but I have had a nightmare scenario attempting to get my laptop repaired.

On the 14th I received my G75VW-TH71.
On the 15th I found out the video card isn't working correctly, it won't play 1080 DPI videos because it's not supported. I call tech support up, and it turns out that my video card isn't working correctly.

I then get an RMA. USG92C4672, and then am told to ship it to Asus in CA via Fed Ex.

On the 19th I notice the laptop still hasn't been delivered, and the delivery date is "N/A" I call FedEx, long story short it was "lost" and then "found" out of box. More like stolen then when found out that there was no battery, or cord with it they returned it. They apologized and reimbursed Asus for S&H charges, and on the 21st the product is starting to be repaired.

On the 22nd I type in my RMA number and the RMA and my laptop serial, as well as my phone number, and all combinations in-between, and itseem not to be in the system any more. I call for tech support to find out what is going on, and this seems to be my second mistake.

For a US based company, I have never talked to anyone in the US as of yet for technical support. This and the fact that they refuse to help me actually find the status of the laptop is rather irksome, telling me it is in for repairs is like telling someone who has been shot in the head they have a hole there. I want to know what is being repaired, but I am continuously being told that they won't know nor will I till the repairs are done, which may take 10 to 14 days.

I just want my laptop back, hell now I just want a laptop.

Has anyone else had this issue? I'd love to talk to someone in the US, or hell Customer Relations, but it seems neither customer service, or Customer Relations exists, nor can the people named Chuck, Charlie, James, or Jeff from India seem to be able to move my phone call back to the states.

I know I am ranting, but I am sorry, this laptop was meant to be an early Christmas gift, now it looks like I won't be seeing this laptop till next year, I am really wondering if this is the kind of support that I should be expecting from Asus, or is this a fluke? Because for as much as I spent on this laptop I would of gotten a better turnaround time from Apple or Dell...

Apple is a max of 4 days, Dell is three to five if they have a tech go to your house, or a week if they have to take it... why is Asus 10 to 14 days? Is there something we don't know about? This may just be my last Asus product if I don't get a resolution soon.

dstrakele
12-27-2012, 07:43 PM
PM cl-scott, the Customer Loyalty rep, on this forum (or email cl-scott@asus.com) with your RMA information and have him check it out for you.

cl-scott
12-27-2012, 08:05 PM
I can give you some additional details via PM or email, and I know this isn't going to do you any good right now, but maybe someone else will see it. If you're still within the return period of the retailer the unit was bought from, you can take the unit back to them for an exchange. That would have been considerably faster.

And I'll just say Apple can do that sort of thing because the way they regularly and routinely abuse its business partners. For every smile and "how may I help you?" at an Apple retail store, there's probably 5 corresponding threats, unreasonable demands, and anti-competitive actions being taken on the back end customers never see. Before coming to Asus I worked as an Apple repair tech, so I have a lot of first hand experience with their antics. They have the entire system rigged to feed back into their retail stores at the expense of the small repair shops. I've also worked as a Dell repair tech, and have little negative to say about them. Just the usual that it's easy to fall into a bureaucratic black hole while trying to get an answer to a very simple question if you ask the wrong person. Not that different from any company of sufficient size.

dstrakele
12-27-2012, 08:10 PM
Scott still carries physical and mental scars from Apple abuse...He often awakes from nightmares screaming "Don't beat me, Steve! I didn't mean it when I said I prefer Samsung!"

cl-scott
12-27-2012, 08:29 PM
Scott still carries physical and mental scars from Apple abuse...

I probably do still have a couple of small physical scars from Apple units that cut me. I remember one rather nasty deep cut came from this EMI shielding they put on the 06 iMacs (the white plastic ones). It's glued to part of the case, and you have to pull it up to get at pretty much anything. It rips incredibly easily, and one time I went to go take out one of the screws holding in the LCD panel, and the EMI shield (also glued to the LCD panel) gave me a nasty deep paper cut.

As for mental... Let's just say I am VERY unhappy with Apple, and the rather arrogant holier-than-thou attitude of its management. They have some brilliant engineers, and the SPS/TSPS lot in their Austin, TX campus are a great bunch... When you get to management level however, it's a whole other story. This is just the tip of the ice berg really. If you run a small AASP, and you might in some way present even a modicum of competition to an Apple retail store, you will have your Apple minder land on you. They will harass you to no end about one specific thing, and expect you to turn your business completely upside down to address it. As soon as you upend things to please your Apple overlords, they will lose interest in that, and become absolutely fascinated with something else. AASPs also have to play by much more stringent rules if they want to get the full labor reimbursement for the repairs they manage to do in spite of the best efforts of their Apple minder. And so it will go until basically the customer gets so frustrated they go to an Apple store. Where quite probably someone working there has no idea how Apple treats smaller operations, and so says something to the effect of, "I don't know what their problem is, but we'll take care of you!"

The interview process for an Apple store is also interesting. It more closely resembles a cult initiation than a job interview, and I'm saying that in a purely clinical sense. There are plenty of accounts found with a simple Google search, so either there's a very massive and well coordinated campaign of misinformation going on, or the sheer number of nearly identical accounts are true.

But I digress. Don't mean to derail the OP's thread, so as soon as I get a PM or email from them, I'll be happy to work with them on this.

dstrakele
12-27-2012, 09:09 PM
I think you hit the nail on the head and that Apple's "arrogant holier-than-thou attitude of its management" will be its downfall. They currently appear to be milking the customer for only small improvements that barely keep pace with their competitor's technology.

I think you can stick a fork in 'em, they're done. Their customer's dependence on the Apple "ecosystem" will carry them for awhile, but they reached their Zenith this year. You may hear future news reports of some 65+ year olds passing away in line at the Apple Store, waiting for the iPhone 10, but the customers will grow weary and move on, with Apple becoming like Microsoft, a large retailer of technology products paying a small dividend. Not a bad place to be for a company, but far short of most folk's current expectations.

chrsplmr
12-27-2012, 09:52 PM
Scott .. how can he return it if doesnt have it and the repair center has no clue where it is or what happened to it ?? yikes !!!

Matt ... do you have the fedEx tracking number .. can you see when and who signed for it ..
tracking should be on the reciept ...
I have seen where 'someone' is issued a shipping label .. glues it on .. off it goes .. without
any tracking or verification from fedEx that they shipped it ...

stay calm .. if this can be sorted ... cl-will hook it up.c.

cl-scott
12-27-2012, 10:56 PM
I think you hit the nail on the head and that Apple's "arrogant holier-than-thou attitude of its management" will be its downfall. They currently appear to be milking the customer for only small improvements that barely keep pace with their competitor's technology.

I think you can stick a fork in 'em, they're done. Their customer's dependence on the Apple "ecosystem" will carry them for awhile, but they reached their Zenith this year. You may hear future news reports of some 65+ year olds passing away in line at the Apple Store, waiting for the iPhone 10, but the customers will grow weary and move on, with Apple becoming like Microsoft, a large retailer of technology products paying a small dividend. Not a bad place to be for a company, but far short of most folk's current expectations.

I give Apple until 2020 to become not even a pale shadow of their former glory. For me, Tim Cook is the new Steve Ballmer. Jobs was a technology guy, he understood computers and associated products much the same way Bill Gates understood software having a programming background. Steve Ballmer was always the business guy, he was never the technology guy, and look at what has happened to Microsoft in the last decade. Tim Cook's big contribution to Apple was setting up their China manufacturing operations. When it comes to exploiting Chinese workers so we can have cheap electronics, Tim Cook may be a true genius, but he doesn't have the unique talents of Steve Jobs in recognizing potential markets and that obsessive nature. The whole Apple Maps incident is probably just going to be the first of many.

As you say, while Apple has been largely sitting on its laurels, the competition has been steadily improving their products to where I'd say something like the Samsung Galaxy S3 and iPhone 5 are largely equivalent. The S4 or S5 will likely surpass even the iPhone 6. Apple always has been a company that has 1-2 absolutely brilliant ideas that are unquestionably years ahead of the competition. They then always try and milk those ideas for everything they can while they wait for the next flash of brilliance. I think a lot of those people will likely be jumping ship either on their own or forced out.

cl-scott
12-27-2012, 10:58 PM
Scott .. how can he return it if doesnt have it and the repair center has no clue where it is or what happened to it ?? yikes !!!

Matt ... do you have the fedEx tracking number .. can you see when and who signed for it ..
tracking should be on the reciept ...
I have seen where 'someone' is issued a shipping label .. glues it on .. off it goes .. without
any tracking or verification from fedEx that they shipped it ...

stay calm .. if this can be sorted ... cl-will hook it up.c.

He can't, I was posting that on the off chance it might help someone else in a similar situation. And it was FedEx that "lost" the unit, not the repair center. The repair center has the unit now.

Moradeth
12-28-2012, 12:18 AM
I give Apple until 2020 to become not even a pale shadow of their former glory. For me, Tim Cook is the new Steve Ballmer. Jobs was a technology guy, he understood computers and associated products much the same way Bill Gates understood software having a programming background. Steve Ballmer was always the business guy, he was never the technology guy, and look at what has happened to Microsoft in the last decade. Tim Cook's big contribution to Apple was setting up their China manufacturing operations. When it comes to exploiting Chinese workers so we can have cheap electronics, Tim Cook may be a true genius, but he doesn't have the unique talents of Steve Jobs in recognizing potential markets and that obsessive nature. The whole Apple Maps incident is probably just going to be the first of many.

Yeah I remember an interview from Bill Gates in the late 90s where he said he was looking for those technology guys who understood business models, that they're few and far between. Sadly it's the business guys who ascended the thrones... and sadly they're probably the ones who bring downfall.

Sorry to hear that OP, hopefully they'll be able to repair it quickly. I remember buying a laptop from BBY like 10 years ago with their warranty, after I sent it in for repair, took almost 2 months before I finally heard back about what they were doing with it.

MattRidge
12-28-2012, 01:56 AM
Like Scott, I also worked for Apple. I worked as a Mac Genius, in the Burlington Mall, in Burlington, MA, so I know the turn around times, the dirty little secrets of Apple, and the way they run their empire. I never said that what they do to their suppliers is correct, but they do have a quick turn around time, and that although I was the ass end of it myself multiple times I do have to respect. We were trained to be the iPod Swap monkeys, the Abuse Boys of Apple, and the *****es of the tech world, because of our name, and thus expected ego.

I can say though I did meet Steve Jobs when I was in Cupertino. He was as intimidating as everyone made him out to be. That being said, lets get back to the reality of the situation.

The general situation here is though that I bought the laptop through TigerDirect, and they themselves say when you purchase the warrantee through them that you should go through the company that the laptop is from first before going through them. I agree that next time I will go through TigerDirect to keep from going through the hell I am going through now, but should I really have to?

Asus was an amazing company at one time, I wouldn't buy a motherboard unless it was an Asus or Intel, but if you go through the BBB, you will find another story...

BBB - Asus (http://www.bbb.org/greater-san-francisco/business-reviews/computers-wholesale-and-manufacturers/asus-computer-international-in-fremont-ca-16870)

There is an alert there as well:


We have identified a pattern of complaints concerning customer service and service issues. Complaints processed by the BBB claim that 1) products sent to the company for repairs are still not working properly when returned to the consumer.
2) Customers calling the company are asked to call back or told they will receive a call back and in many cases don't.

On June 29, 2012 ASUS responded to the first issue by stating: We continuously enhance our repair service levels across the board, but in specific response to the repair quality concerns addressed in this letter we have strengthened core processes which may have been at the root of the matter and ASUS valued customers, with non-component systems products will benefit from the enhanced RMA process and instructions. To the second issue they state: Communication is paramount and at the core of ASUS service values. As a result we have reinforced our internal escalation path and closely monitor such situations. We are confident that we have thoroughly remedied the communication gap.

With that last bit, I have to strongly disagree...What I am running into here is a failure to communicate.

Let me give you a bit of my tech history...

I'm a Geek, a Nerd, and a tech Genius, I've been doing IT for Macs, PCs and Linux for over 20 years. Computers are my blood, software is my food, and geek talk is my amusement.

I've worked on every OS in the Mac and PC world, beta tested over 20 different OS's and teethed on the latest and greatest tech. I don't own a blog yet, I don't offer my services for free unless it's a challenge, and I love troubleshooting and repair.

I have worked for MIT, WIT, BC, BU, Mass Medical Society, Harvard Uni., I have worked for Apple, I have worked for CompUSA, Computer City, Circuit City, Computer Town, I have worked as a sub contractor for Geeks on Call, I have stumped the lead hiring Mac Genius (Colin Clover) with questions at my interview process.

So I'd like to think I know what I'm talking about tech wise, yet when I call Asus tech support I feel like I am talking to someone who shouldn't be allowed to talk on a phone for tech support. They are going by a script and get flustered every time you question them or deviate from their script.

I understand Asus may be fixing things, but throwing bodies at a situation and hoping it fixes things isn't the way things work any more. This type of attitude died during WWII, I would expect the same mentality for IT would of been upgraded as well when things were recorded as going bad even on the BBB website. So far I have to say, it doesn't seem to of phased Asus at all.

GottiBoi55
12-28-2012, 02:27 AM
So you RMAed your laptop because it wont play "1080p videos" right?
well that model doesn't have a "1080p" LED Display!
check out the specs here on>>amazon (http://www.amazon.com/G75VW-TH71-2-40-3-40GHz-i7-3630QM-Blu-Ray-Windows/dp/B009POU36S)

MattRidge
12-28-2012, 02:55 AM
That isn't what the tech said when he authorized the RMA.

So you are telling me that a video card with 2GB ram can produce a resolution higher than 1600x900?

Sorry. I call BS. Especially since if you look at the tech specs of the card itself you'll see it can almost double that resolution. Unless you are telling me that ASUS purposely nerfed the card?

I'm sorry, but if you have a Blu-Ray player in your computer, by definition it should play high def video. Or did I just spend 1300 on a laptop that isn't the ultimate gaming laptop? Because my 10 year old desktop can play high def video. I expect a state of the art laptop to do the same.

Sorry if I sound snarky, but it is hard to believe that a laptop of this caliber can't push boundaries.

GottiBoi55
12-28-2012, 03:26 AM
Yeah, I know it's sort of redundant to put a "Blu-Ray ODD" in a laptop, but put a "display panel" that can't produce full HD.
It can, and is very able to play 1080p with the gfx card that's installed.
The GTX-660m is very good gfx card , and very capable of producing a 1080p signal, but if you pair it with a lower resolution panel.
Well you understand!

This G75VW model is offered in many configurations, one is different "display" offings.
1. 17.3" HD with EWV (1366 x 768)
2. 17.3" FHD LED Backlight (1920 x 1080)
3. 17.3" FHD 3D LED Backlight (1920 x 1080)

The sad thing is a lot of "retailers" when posting "specs' for these laptop they "omit" display resolution.

PS: Yes this laptop can "push boundaries", only is you pay for those boundaries.

MattRidge
12-28-2012, 04:17 AM
So the fact that the tech himself didn't know the specs to the laptop in question, shouldn't this red-flag anyone here? That being said, there is no way to fix this except to return the laptop and get what in it's place?

The Tech himself said it should of had the higher resolution, which bothers me, because this was the soul purpose of the RMA...

cheek
12-28-2012, 05:15 AM
i think Gottiboi55 is right
but OP said 1080p is not 'supported' . i have trouble understanding it. was it a game or a video? video fail to launch or fail to display on stock or external?
even integrated video card like HD3000 can play 1080p video. the 660m can play a 1080p video. even up till 2560 x 1600?
but to display it at full hd 1920 on the stock 1600 screens is another problem. your 1600 screen is the bottleneck.

OP resume is far from impressive. its PHENOMENAL! so i believe he knows what he is talking about.

GottiBoi55
12-28-2012, 05:29 AM
So the fact that the tech himself didn't know the specs to the laptop in question, shouldn't this red-flag anyone here? That being said, there is no way to fix this except to return the laptop and get what in it's place?

The Tech himself said it should of had the higher resolution, which bothers me, because this was the soul purpose of the RMA...


The Techs as you so well described in you post, all work from a "script".
One thing they will say during this script " can you hold on a minute", then put you on hold ,that's because they are checking there "Data base" according to the information you supplied to them with.

It's sad, but true Asus Customer service is lacking!
From what I been hearing, Asus is working on making "Customer Service" better!
Lets hope that's the case there!

PS: Maybe they can learn a thing, or two from "Apple Customer Service".

MattRidge
12-28-2012, 01:52 PM
Yeah, I know it's sort of redundant to put a "Blu-Ray ODD" in a laptop, but put a "display panel" that can't produce full HD.
It can, and is very able to play 1080p with the gfx card that's installed.
The GTX-660m is very good gfx card , and very capable of producing a 1080p signal, but if you pair it with a lower resolution panel.
Well you understand!

This G75VW model is offered in many configurations, one is different "display" offings.
1. 17.3" HD with EWV (1366 x 768)
2. 17.3" FHD LED Backlight (1920 x 1080)
3. 17.3" FHD 3D LED Backlight (1920 x 1080)

The sad thing is a lot of "retailers" when posting "specs' for these laptop they "omit" display resolution.

PS: Yes this laptop can "push boundaries", only is you pay for those boundaries.

Does it seem counter intuitive to you though that a Blu-Ray player to be put into a laptop that can't run 1080 videos or movies without attaching a second monitor? Or TV (Which has a higher resolution than this laptop and I paid 1/3 the cost for it btw....

I may end up getting a G75VW-BBK5, it may cost more, but in reality I shouldn't have to spend over $1400 to get an HD monitor.


i think Gottiboi55 is right
but OP said 1080p is not 'supported' . i have trouble understanding it. was it a game or a video? video fail to launch or fail to display on stock or external?
even integrated video card like HD3000 can play 1080p video. the 660m can play a 1080p video. even up till 2560 x 1600?
but to display it at full hd 1920 on the stock 1600 screens is another problem. your 1600 screen is the bottleneck.

OP resume is far from impressive. its PHENOMENAL! so i believe he knows what he is talking about.

My resume may be phenomenal, but I still got duped in assuming something. It happens to the best of us.



The Techs as you so well described in you post, all work from a "script".
One thing they will say during this script " can you hold on a minute", then put you on hold ,that's because they are checking there "Data base" according to the information you supplied to them with.

It's sad, but true Asus Customer service is lacking!
From what I been hearing, Asus is working on making "Customer Service" better!
Lets hope that's the case there!

PS: Maybe they can learn a thing, or two from "Apple Customer Service".


I think Apple customer service is amazing, but it does as has been said in the past been pushed hard on the techs to perform. Don't get me wrong, getting paid as a Genius was well compensated, but it was at the time I did it a very, very difficult job because when I did it, you did sales as well as tech, and were expected to sell .Mac, as well AppleCare, and at least one computer a week.

Today's Genius has it very differently, but only because of the "blood" that was spilled before hand to get there. There are now three types of Geniuses, the Mac Genius that does the repairs, the one that fixes only iPods, and another that answers all the questions. If that was there when I was there it would of been more fun.

Apple took a long hard look at itself though and corrected its store end view of things. Apple has also been #1 on customer service for quite a few years running.

Dell, and HP aren't too far behind, I have had to pull the Ex-Genius out of my hat a few times when talking to Apple to get my computer service, the last computer I got, and my iPod I got for free from Apple because I knew their ins and outs.

Yes, I own a Mac, I also build my own PCs, but with everything going on, I sort of wonder if Asus is like my most recent boss. Promises to do things but won't until they are caught not doing it?

Shawnnepc
12-28-2012, 03:43 PM
As with any retailer on any brand, if there's a problem within your returns period be sure to swap it.

MattRidge
12-28-2012, 10:11 PM
As with any retailer on any brand, if there's a problem within your returns period be sure to swap it.
I'm not swapping it, after dealing with the Asus tech support today, telling me that 720 is the same as 1080 DPI in resolution, I am just going to nip this in the bud, demand a refund, and go elsewhere to get another laptop. It may be an Asus, but it depends on the price and what is offered. I have my eye on a G75VW-BBK5, for just shy of $1100, so if I can get it, so be it, if not, we shall see.

I am honestly disappointed with Asus tech support, because if what people here have told me is correct, there was nothing wrong except the OS, and the tech support couldn't tell by the version of laptop I have that it can't do 1080 dpi video/movies. Even though for some reason my 3 year old XBox can...

BTW, this is what the 660M can do:

http://www.geforce.com/hardware/notebook-gpus/geforce-gtx-660m/specifications

As far as I know, Asus isn't using an OEM version, so at best even without the monitor being high def it should do 2048x1536.

chrsplmr
12-29-2012, 12:02 AM
Im not supporting bb in this .. but if the screen can only supports 1600x900 thats
what That screen can do .. that is not to say what the 'output jack' or the GPU could do ..

$1100 for a 1920x1080 with bluRay ect ect .. ? Deal. WOW, nice find.c.

Shawnnepc
12-29-2012, 12:05 AM
I'm not swapping it, after dealing with the Asus tech support today, telling me that 720 is the same as 1080 DPI in resolution, I am just going to nip this in the bud, demand a refund, and go elsewhere to get another laptop. It may be an Asus, but it depends on the price and what is offered. I have my eye on a G75VW-BBK5, for just shy of $1100, so if I can get it, so be it, if not, we shall see.

I am honestly disappointed with Asus tech support, because if what people here have told me is correct, there was nothing wrong except the OS, and the tech support couldn't tell by the version of laptop I have that it can't do 1080 dpi video/movies. Even though for some reason my 3 year old XBox can...

BTW, this is what the 660M can do:

http://www.geforce.com/hardware/notebook-gpus/geforce-gtx-660m/specifications

As far as I know, Asus isn't using an OEM version, so at best even without the monitor being high def it should do 2048x1536.

The outsourced phone support is terrible and I really wouldn't rely on any phone support from any vendor anymore.

ASUS needs to make their forums more known as this is a excellent resource.

You might run into problems returning the laptop to your retailer now that it has been RMAed. Try contacting Scott and see if he can guide you though this process.

rewben
12-29-2012, 01:47 AM
I'm not swapping it, after dealing with the Asus tech support today, telling me that 720 is the same as 1080 DPI in resolution, I am just going to nip this in the bud, demand a refund, and go elsewhere to get another laptop. It may be an Asus, but it depends on the price and what is offered. I have my eye on a G75VW-BBK5, for just shy of $1100, so if I can get it, so be it, if not, we shall see.

I am honestly disappointed with Asus tech support, because if what people here have told me is correct, there was nothing wrong except the OS, and the tech support couldn't tell by the version of laptop I have that it can't do 1080 dpi video/movies. Even though for some reason my 3 year old XBox can...

BTW, this is what the 660M can do:

http://www.geforce.com/hardware/notebook-gpus/geforce-gtx-660m/specifications

As far as I know, Asus isn't using an OEM version, so at best even without the monitor being high def it should do 2048x1536.

there are many things involved that led to all these confusions :/

it's the same like you, i assumed too much and that's why i got my g55 with a 1366x768 3D screen (i intended to get a 1920x1080 full HD). then i came to realize the flexibility offered by ASUS to the retailers to customize parts from head to toes (and as a consumer, i was clueless about this flexibility at first). the thing about this flexibility involves awareness and readiness of supporting staff to deal with issues such as this one.

apparently there is a communication gap between departments/outsourced supports (or, maybe they also assume too much in many cases, without going into details).

yes, the card is fine; the bottle neck is the display panel (john is enjoying his 2560x1440 external monitor (http://rog.asus.com/forum/showthread.php?26947-G75VX-and-Apple-Thunderbolt-display&p=202460&viewfull=1#post202460))

dstrakele
12-29-2012, 02:21 AM
Hopefully ASUS will eventually be able to find Matt's laptop...

MattRidge
12-29-2012, 02:40 AM
Hopefully ASUS will eventually be able to find Matt's laptop...

They have my laptop, it's the issue that they never should of had my laptop because the technical support didn't know the base setup of my laptop, even though they should.

GottiBoi55
12-29-2012, 02:52 AM
I'm not swapping it, after dealing with the Asus tech support today, telling me that 720 is the same as 1080 DPI in resolution, I am just going to nip this in the bud, demand a refund, and go elsewhere to get another laptop. It may be an Asus, but it depends on the price and what is offered. I have my eye on a G75VW-BBK5, for just shy of $1100, so if I can get it, so be it, if not, we shall see.

I am honestly disappointed with Asus tech support, because if what people here have told me is correct, there was nothing wrong except the OS, and the tech support couldn't tell by the version of laptop I have that it can't do 1080 dpi video/movies. Even though for some reason my 3 year old XBox can...

BTW, this is what the 660M can do:

http://www.geforce.com/hardware/notebook-gpus/geforce-gtx-660m/specifications

As far as I know, Asus isn't using an OEM version, so at best even without the monitor being high def it should do 2048x1536.

Yeah, and the GTX-660M GFX card is compatible of producing much higher resolution, and even 3D with 120 Hz.
But if it's not configured with the right "LED display" you will only get 1600x900/60 Hz. (and yes that is a OEM display)
Asus uses many LED display panels from many manufactures, and there all OEM!
Now, if you want a "higher Resolution display" in your G75 you will need to pay for it, and that will be upwards of $1400 or better.

To sum it all up with a old saying, "you get what you pay for"

MattRidge
01-01-2013, 04:26 PM
Well Asus still has my laptop, and the place I bought it is now giving me grief over not sending it to them to get it fixed, even though they are not an authorized Asus repair facility. I originally wanted to use them to return my laptop, but when I wet to their website I was told that I should use Asus first before going through them.

Now this is a catch 22 scenario, They got the laptop on the 21st, it is now the 1st of January, 2013. They have had it for over 7 work days and all I am being told still is that it is being repaired, the parts were ordered, and that's it. They can't tell me what parts have been ordered, etc...

We all have come to the conclusion that nothing is wrong with the laptop, so I need to ask what in god's green Earth are they doing with it?!

I've asked for this to be escalated twice, and so far no one has been able to do it correctly.

I know there is one person here with Asus that has attempted to help, but in reality when someone says they are going to do something (tech support), they need to follow through. In my family a promise broken is as good as a slap in the face.

chrsplmr
01-01-2013, 04:33 PM
Happy New Year Matt ..
Now that the 'holidays' are past .. and the party streamers of the new year
are put away .. and the hangOvers subside ..
I trust we will get some movement on this .. cross'N fingers for ya bro.c.

MattRidge
01-01-2013, 07:28 PM
@chrsplmr I hope you are right, because this situation really leaves a bad taste in my mouth for TigerDirect, and Asus right now.

MattRidge
01-11-2013, 01:19 AM
The laptop is still "being repaired"... seriously, two more work days and it's 15 days in their "possession" even though they have had it since the 21st.

Sorry, but Scott, and anyone else from Asus listening... this is unacceptable by any stretch of the imagination. Unless they are sending the part over from China, via Junk, there is no excuse why it is taking a week + to wait for the part, and another week's time for them to "repair it"...

I've left a message with their main office, which BTW, if you don't know what box number you are attempting to call, don't... it cycles through the same message multiple times. I actually pressed 0 to get the operator, and left a message asking for this to be looked at, because my situation may not be common, but it should never of happened.

Their tech support compared to Dell's sucks... and Dell's tech support although they have you on the phone for two hours to get something resolved, by the end of the phone call if your laptop is under warrantee, they have either a box shipped to you to send back the laptop, or send you the part to replace yourself.

So I'd like to know why it takes 15 business days to fix something? OK, fine they take a week to get a part in, but it takes another week to repair the laptop itself? What is it, they are only allowed so many movements on a laptop a day before they have to get back to it?

I'm sorry, but a company's first line of representation beyond the actual product itself is their tech support, and right now Asus on a scale of 1 to 10, 10 being best is a -20 in my books. Not only has their tech support given me the same story of "It's being repaired, and the tech hasn't updated their notes", which if that's true whoever has my laptop is one of the worst documenting tech I've ever seen... to "It hasn't passed the suggested repair time yet."

You know what, it shouldn't need to get past that... there is no excuse of why someone has a laptop for three weeks to repair one part.

So tell me, why am I still waiting to hear back from Asus about my laptop, why is it taking over four weeks due to the fact that we had two holidays in the weeks the laptop has been in their possession? As far as I know it's a video card... it is taking 13 days to fix a video card? Seriously?

Nevermind that FexEx lost the package for almost a week as well.

So yeah, this situation is a whole world of annoyance, and I am really, really getting pissed right now.

MattRidge
01-24-2013, 01:58 PM
Well I got my laptop back yesterday, and got a full refund by TigerDirect for the laptop. Yesterday was the last straw with it. I turned on the laptop, and saw it had ASUS1 as a user, so I decided to do a clean install. I press F2 and I get logged into ASUS1. I try F2, F8, F9, F11, and F12. All known boot or BIOS F-Keys for various makes and models of laptops. I even tried the Shift key.

Nothing worked. I went to ASUS online to talk to a tech. I was told the keyboard is bad and it has to be brought in for repairs. I've litterally had the laptop in my personal space as an owner for less than 48 hours since December 15th, and now I'm being told to bring it back in for repairs. Seriously?! Whoever was the tech on this laptop didn't do an inspection after repair.

I have bought a new ASUS laptop. 1080DPI resolution with Blu-Ray player. And Windows 7.

I am hoping this one works. I am giving ASUS one more chance. I hope they don't disappoint. This laptop retails for 1700. I got it for 1450 new. Not refurb.