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View Full Version : Need Some Help, At My Wits End With Faulty G75VW



Badnews
10-26-2013, 02:39 PM
Greetings, all.

This is my first post, and it is basically a desperation attempt to get someone at ASUS to either fix my G75VW or replace it with something equivalent, or return my money.

I originally purchased this unit in 8/2011, immediately before I had to leave home for a long work assignment in another location. Almost immediately after buying the machine, it began freezing at random times. I did all the usual things such as updating drivers, fresh install of Windows 7, etc., but nothing seemed to work. I also tried Windows 8 at some point in my attempts to fix the problem, but that did not work either.

Since I had no other computer with me, I was unable to return it for warranty service until 8/2012. Since that time, I have returned it to them twice. Below is what I sent to them with the unit on the second return:

RMA# USG939xxxx
Purchased 8/28/12 from Newegg.com
Serial No: ************255
Description of Problem:
Computer freezes randomly with no discernible pattern. Sometimes it will run for several hours with no problem, sometimes it will freeze within 30 minutes of booting up. I have had it freeze while performing almost every task imaginable: while playing games (BF3, BO2, Microsoft Solitaire), while watching DVD or Blu-Ray disks, while working in Microsoft Word and Excel, while browsing the internet with IE or Chrome, and from the metro start screen when the computer is not is use (next time I try and unlock it is frozen). On some of the freeze events, random sounds will be emitted from the speakers. On some of the freeze events the system will freeze, then turn itself completely off (just like the power switch had been pressed). These events have been occurring since I purchased the machine. I would have sent it in for service before now except for being on the road and needing it for travel.
Only way to recover from one of these freeze events is to shut down the computer by holding the power button down and then turn the computer on again.

This machine is currently useless to me as I cannot trust it to remain online while I am doing anything that I don’t want to lose.
I have wiped the hard disk and reinstalled windows 7 and all software and drivers. When that did not work, I then updated to windows 8 and reinstalled all software and drivers, the freeze events persisted.
As reinstalls of operating systems and drivers have not fixed the problem I suspect I have a hardware problem of some sort. Please repair. Thanks for your assistance. Call me at the number listed below if you need any additional information.

Additional information: Computer was sent back to you for service the first time per RMA USG938xxxx. Received back on 8/30/13. The repair appeared to consist of replacing the secondary hard disk (used only for data, no OS files on it) and reimaging the primary hard disk to the original ASUS image. The problem reoccurred almost immediately upon using the computer again, and has continued to occur at a random frequency. So far it has frozen > 10 times in a couple of days, including last night when it was applying MS updates and shutting down. In many cases, the freeze is also accompanied by buzzing noises from the speakers, which lead me to believe this is a video/audio hardware problem. On two of the occasions, when I did nothing after the freeze, the machine shut itself down completely with no action on my part. I would recommend any graphic intensive task as a good stress test, although I have had it lock up while doing non-graphically intensive things so who knows. Again, if you have any questions, call me at the number listed below.
I look forward to receiving a repaired unit. Thanks for your assistance.

After receiving the unit back from the second repair, during which the motherboard and video card were replaced things appeared to be better. I did not have freeze episodes right away, although occasionally the unit appeared to stop working but I could still see the mouse pointer moving. After 30 seconds or so, the system seemed to respond again. However, over the last couple of days, the unit has started the freezing episodes again.

If anyone from Asus is monitoring this forum, I would appreciate some assistance with this problem. Quite frankly, I currently own a $2000 paperweight, as I cannot use this computer for any important task due to the likelihood of losing my work at an inopportune moment.

I will pursue another RMA, but it does not seem like I am going to have much success with the RMA process unless I get some help from someone at ASUS that can actually get this problem fixed. Contact me at the email address associated with my forum account or send me a PM here if this site has such technology.

HELP!!! PLEASE!!!

Bob

Clintlgm
10-26-2013, 02:55 PM
1. Unless you have an extended Warranty, you seem to be expired 2013-08?

2. I suggest you PM cl-albert he is our customer loyalty reprehensive. He can help you resolve this if it can be resolved at all

SHADO
10-26-2013, 03:00 PM
FWIW, a friend of mine had a G74 with an extended warranty. It was RMA'd so many times, that they finally gave him a brand spanking new G750 just a couple months ago to replace the faulty G74.

GottiBoi55
10-26-2013, 03:48 PM
FWIW, a friend of mine had a G74 with an extended warranty. It was RMA'd so many times, that they finally gave him a brand spanking new G750 just a couple months ago to replace the faulty G74.


WOW, now that's like Sh*t, that comes out smelling like Roses!
LMAO
He made out like a bandit with a G750!!!!

Badnews
10-26-2013, 04:19 PM
1. Unless you have an extended Warranty, you seem to be expired 2013-08?

2. I suggest you PM cl-albert he is our customer loyalty reprehensive. He can help you resolve this if it can be resolved at all

While I don't have an extended warranty, I was told that I had 90 days after a repair (which this is) for recurrence of the same problem. I will try pming the person you suggest. Thanks.

SHADO
10-26-2013, 04:23 PM
FWIW, a friend of mine had a G74 with an extended warranty. It was RMA'd so many times, that they finally gave him a brand spanking new G750 just a couple months ago to replace the faulty G74.

I know, hey? I couldn't believe it when I saw it. Still like the glossy display on his G74 better, though (why I'm replacing my G75's display). Just wanted to relate the story to the OP to let him know that despite all the pain and inconvenience of all the RMAs, ASUS will eventually make good, by either finally curing the problem, or replacing his laptop (as long as it's still under warranty, of course).

GottiBoi55
10-26-2013, 04:40 PM
While I don't have an extended warranty, I was told that I had 90 days after a repair (which this is) for recurrence of the same problem. I will try pming the person you suggest. Thanks.


Well after doing all that, you should make sure that Asus service installs a new primary drive with factory fresh OS installed on it and new CPU!

Looks like they repaired everything else, but the two items I have mentioned!

All the best of luck to you my friend!

Badnews
10-26-2013, 04:54 PM
Well after doing all that, you should make sure that Asus service installs a new primary drive with factory fresh OS installed on it and new CPU!

Looks like they repaired everything else, but the two items I have mentioned!

All the best of luck to you my friend!

Thanks very much. I am not sure if they replaced the memory either, that could also be the problem. I will indeed try and push in that direction at a minimum.

Chino
10-26-2013, 05:01 PM
Did you run Memtest86+ on your RAM before sending it in? And if you still have your laptop, download and run that utility to test your RAM for any defective sticks. If you've never used that program before, I have a short guide in my signature to help you along the way.

GottiBoi55
10-26-2013, 05:11 PM
Thanks very much. I am not sure if they replaced the memory either, that could also be the problem. I will indeed try and push in that direction at a minimum.

Yes could be that too!



Did you run Memtest86+ on your RAM before sending it in? And if you still have your laptop, download and run that utility to test your RAM for any defective sticks. If you've never used that program before, I have a short guide in my signature to help you along the way.

I agree!


see symptom 2
5 Symptoms of a RAM Problem (http://hubpages.com/hub/5-Symptoms-of-a-RAM-Problem-and-How-to-Fix-It)

Badnews
10-26-2013, 05:34 PM
Did you run Memtest86+ on your RAM before sending it in? And if you still have your laptop, download and run that utility to test your RAM for any defective sticks. If you've never used that program before, I have a short guide in my signature to help you along the way.

I have not run any kind of ram test so far, will try the one you suggest and see what the results are. Thanks for the suggestion.

Badnews
11-01-2013, 08:22 PM
Just to keep everyone updated, I have been in conversations with ASUS reps via pm. Getting ready to send my unit back again. Not sure what good it will do but keep your fingers crossed for me.

Clintlgm
11-01-2013, 10:45 PM
keep us posted

Badnews
11-06-2013, 01:52 AM
Will do. My unit has arrived at the service facility. We shall see what they do this time. I asked for both memory and processor to be replaced as these are the only two components I can think of that could cause freezes that have not already been replaced.

Badnews
11-12-2013, 01:25 AM
Another update. They offered to switch me for a refurbished G750JW-SB71-CB. After looking at it, I decided it was not an adequate replacement. A particular problem was the screen resolution: 1600 x 900 vs. the 1920 x 1080 my other unit has. The main reason for purchasing the unit I have now was the screen resolution. I asked for a couple of alternative models, so far have not gotten a response back. They said they offered the refurb due to lack of parts to fix my current machine, so far they have not told me what parts or what they found wrong.

We shall see what develops...

GottiBoi55
11-12-2013, 02:00 AM
I would request them to replace with a "new" G750JX model, this model has 1920 x 1080 resolution, and has the GTX-770m gfx card.
A refurbished model just won't do, you should not settle for that low ball offer they are offering you!
You bought a New G75VW at $2000 that was a "lemon", then you should receive a New model in return!

GodsApocalypse
11-15-2013, 07:20 PM
ASUSTeK uses a third party for their factory service repairs. It is the same facility Toshiba uses.

I own a G75VW that has been plagued with blue screen issues since day 1. I have sent it back twice under warranty, listing PFN_LIST_CORRUPT as one of the blue screen errors. They sent it back with a new HDD. Within 15 minutes of setup, guess what? you guessed it, PFN_LIST_CORRUPT again.

I outlined all the information necessary for them to replace the RAM due to my diagnostics and as well as the common sense of the error. With factory OS and drivers, that rules out driver error.

When it was sent back for the second RMA, the Repair Center .... you guessed it... replaced the HDD AGAIN! So the question is, did they install a faulty HDD the first RMA? If so, they missed it with their diagnostics, or didn't perform them the first time. After 20 minutes with ASUS Live Update performed when I received it back (RMA 2), it had another blue screen: MEMORY_MANAGEMENT.

Now I am livid because they repeated the same repair twice, ignoring both my notes on the RMA and the ASUSTeK N.A. support representative's notes on the RMA. Not only that, but the notebook came back with some nominal physical damage after the first RMA.

I have requested a new G75VW equivalent or better, and that they send mine back to the repair center and when it is repaired some unknown time in the future, they can sell it to a refurbish retailer / secondary retail channel.

I believe that ASUS cares, and they care about their reputation; however, this proves that their Factory Service Center (third party) could not care less.

I, too, would love ASUS to reach out to me with a resolution.

Best of Luck to you; let us know what happens!

Clintlgm
11-15-2013, 09:07 PM
I second that BottiBoi55

chrsplmr
11-15-2013, 10:13 PM
I think I would hold out hope for a 1920x1080 as well .. but.
The specs are rock'n .. heck of an upgrade.

This is a list of all the Canadian G750 models and specs: http://promos.asus.com/ca/G750/
The U.S. Models : http://promos.asus.com/us/G750/

Best of Luck. Keep us 'posted'.c.

Badnews
11-26-2013, 01:46 AM
I wanted to update this topic with the final solution provided to me by ASUS. If you look back in this topic you will see where I was offered a refurbished unit that was not equivalent to the original unit that I was having the freezing problem with. I rejected their offer and asked for one of the newer models that was equivalent.

This is what we finally agreed on:

G750JH-DB72-CA
Black
17.3" FHD (1920*1080)
Intel Core i7-4700HQ
16GB DDR3
Nvidia GTX 780M 4G
256G SSD+750G 7200 RPM
Blu-Ray Writer enabled DVD±RW/CD-RW
Windows 8 (64 bit)
802.11AC

It is an upgraded version of my original model in almost every respect. Not a refurb either, a brand new machine – although no warranty since my original problem machine warranty expired while we were dealing with my problem. I decided I was willing to accept that caveat, so it arrived today. I am in the process of getting BF4 on it so I can give it a real stress test.

While it took me a while to get here, let me just say thanks to ASUS for working with me to arrive at a solution that is completely satisfactory to me. It is good to purchase a product from a company that will ultimately stand behind their product in such an outstanding way. CL-Albert was very helpful during this process, many thanks to him for his assistance with this matter as well as all the other ASUS personnel that were involved.

Thanks also to the users here that responded to my topic – you all gave me some great advice.

Here’s hoping I don’t have any further problems - and for the rest of you that are having problems work with ASUS and I think you will arrive at a solution that will satisfy you as much as this one has me.

GottiBoi55
11-26-2013, 02:17 AM
That's really good news my friend, you came out all of that mess smelling like a rose!
To be totally blunt you made out like a bandit, Asus really done you right, that is a really big upgrade! :D

Congrats mate!

rewben
11-26-2013, 02:50 AM
good god.. why is my g55 never broken down? (haha!)

@Badnews, congratulations :)

.. and good job to @cl-Albert and the rest of the asus team.

Shawnnepc
11-26-2013, 03:24 PM
I wanted to update this topic with the final solution provided to me by ASUS. If you look back in this topic you will see where I was offered a refurbished unit that was not equivalent to the original unit that I was having the freezing problem with. I rejected their offer and asked for one of the newer models that was equivalent.

This is what we finally agreed on:

G750JH-DB72-CA
Black
17.3" FHD (1920*1080)
Intel Core i7-4700HQ
16GB DDR3
Nvidia GTX 780M 4G
256G SSD+750G 7200 RPM
Blu-Ray Writer enabled DVD±RW/CD-RW
Windows 8 (64 bit)
802.11AC

It is an upgraded version of my original model in almost every respect. Not a refurb either, a brand new machine – although no warranty since my original problem machine warranty expired while we were dealing with my problem. I decided I was willing to accept that caveat, so it arrived today. I am in the process of getting BF4 on it so I can give it a real stress test.

While it took me a while to get here, let me just say thanks to ASUS for working with me to arrive at a solution that is completely satisfactory to me. It is good to purchase a product from a company that will ultimately stand behind their product in such an outstanding way. CL-Albert was very helpful during this process, many thanks to him for his assistance with this matter as well as all the other ASUS personnel that were involved.

Thanks also to the users here that responded to my topic – you all gave me some great advice.

Here’s hoping I don’t have any further problems - and for the rest of you that are having problems work with ASUS and I think you will arrive at a solution that will satisfy you as much as this one has me.

Oh wow.

That's a HUGE upgrade.

Clintlgm
11-26-2013, 05:03 PM
Fantastic resolution