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View Full Version : Buying an ASUS = Worst Customer Experience



btk131
10-09-2011, 12:15 AM
Hi everyone. My name is Brian. I decided to invest in an ASUS G53JW-XA1 due to my job. I often work in excess of 40 hours a week completely alone. Many co-workers also invest in laptops in order to stay sane. I use my laptop for entertainment, and for online college courses.

Initially I loved the i7 processor and GTX 460m gpu. I'm not tech savvy, but I do enjoy to play video games.

The cost was around $1250, with a $100 mail-in rebate. I researched laptops for two months, and when I could finally afford the ASUS, I was so excited to receive it.

My $100 rebate was denied by ASUS, on grounds that I had not sent a UPC/bar code. However, I did send in the UPC/bar code. This was frustrating, since the website "asus.4myrebate.com" has scanned copies of all the material I sent, including the UPC/bar code.

ASUS gave me a long distance phone number to call. I don't think that I should have to pay money in order to resolve a mistake ASUS is responsible for. Instead I called Amazon, the seller, and they gave me the $100 refund instead.

This was far from my first problem with ASUS.

All 5 of the USB ports were loose. Plugged-in devices would shut off or not work properly, until I readjusted them or applied some gentle pressure. Then the power adapter pin broke off in the jack. The notebook could no longer receive power, and was essentially useless.

I contacted ASUS, and initially they wanted to charge me for shipping and possibly repairs, due to customer induced damage, or something like that. I did no more than plug and unplug the jack from my laptop. It's ridiculous to fault me for that.

However, ASUS did eventually cover the repair to the power adapter, after I called them further. It took approximately a week or to in turnaround. ASUS did not fix my USB ports.

Perhaps two or three months later, the same situation happened. So again, I sent the laptop in to get the power adapter fixed. In addition, I very specifically asked them to fix the USB ports.

ASUS did fix the pin. I have to give them credit, they also made some cosmetic fixes to, such as missing rubber pads on the bottom of the notebook. However, turnaround was two weeks. And yet again, most of the USB ports are STILL defective.

Also, during their repairs they warped my keyboard and got a large speck of dust on the inside of my camera lense.

Twice in a row ASUS did not fix USB ports that were defective ever since I received the laptop.

Two days ago the power adapter pin broke for a third time. I have owned my computer for six months. However, I have only had possession of it for five months, when you consider that it was away for repairs for a month's worth of time.

Three broken pins in five months. This is unacceptable.

Amazon has offered me an 80% refund. I have not accepted it yet, as of this writing. However, if ASUS' solution is to make me wait for two weeks for another repair that will probably fail again, then I have to take the refund. The ASUS warranty is only good for a year, and I can't risk that this will happen again.

So not only did ASUS deny me a $100 rebate, but they'll end up costing me another $230.

Unless ASUS has a better solution, then I'm going to have to say goodbye to this company, and spend my money elsewhere in the future.

JRd1st
10-09-2011, 12:26 AM
I believe since you had the same problem that required an RMA 3 times, you can get a new unit. Check with Chastity (a mod on this forum that also works for asus. )

Good luck man. I used to be in QC and some of what I read here makes me cringe. I'm worried about what I can look forward to happenning to my new G74 -SX ... :(

jesse550
10-09-2011, 12:43 AM
I believe he needs it repaired the times, 4th time = replacement. I had a similar problem (just sent in for 3rd repair in 6 months), chastity@asus helped me out and hopefully since I had direct contact during the repair process I'm aware that the problems were fixed so hopefully I should have a fully working, awesome unit.

btk131
10-09-2011, 12:46 AM
Hey JRd, thanks for taking the time to reply to both of my threads. You seem like a really good person to take the time to try and help me. :)

I would be open to accepting a new unit. That would be a good start on their part. However, ASUS would have to go beyond that in order to regain my trust as a consumer. There still remains the fact that they owe me a $100 rebate, and they initially blamed me for damaging the product. I also read that this damaged pin problem is something many other consumers are having.

I think a slightly upgraded unit, $100, and a 6 month extension on the warranty and a sincere apology would be fair. I highly doubt they would give me $100 though.

btk131
10-09-2011, 12:49 AM
In addition, even if I received a replacement unit, I would still be afraid of the power adapter being damaged again. It seems numerous people have had this problem.

Area 66
10-09-2011, 12:55 AM
Instead I called Amazon, the seller, and they gave me the $100 refund instead.

.






I think a slightly upgraded unit, $100, and a 6 month extension on the warranty and a sincere apology would be fair. I highly doubt they would give me $100 though.

Since Amazon give you already the $ 100, I call it a fraud to try to get it twice...

JRd1st
10-09-2011, 01:00 AM
Good luck on that! lol According to Jesse550, it looks like 4th time is the hat trick.

And the broken pin thing IS common, at least on the forums. And it IS common for it to happen multiple times to the same people. :heavy sigh:

btk131
10-09-2011, 01:02 AM
Since Amazon give you already the $ 100, I call it a fraud to try to get it twice...

I would offer to reimburse Amazon. ASUS should have been responsible for fulfilling the mail-in rebate, not Amazon. I would be just as happy if ASUS reimbursed Amazon directly.

To me it's a matter of principle and integrity.

MarkedOne, I hope that clarifies my intentions.

chrsplmr
10-09-2011, 01:26 AM
Outstanding OP. Welcome to the ROG forum..
Did you contact Chastity?
Or place this directly in the RMA Section.. Meet Mason.
The rebate thing is seperate..somewhere in marketing or sales
or even something contracted through a retailer..who knows..
it was satisfied.
Best of Luck.

btk131
10-09-2011, 01:39 AM
Thanks chrsplmr. Maybe I'll have to message Chastity. Performance-wise it's easy to be a fan of ASUS and RoG. Initially I thought I'd be a life-long customer. I also have to believe that some of ASUS' employees take pride in their work, and want to help customers that are having problems.

chrsplmr
10-09-2011, 02:08 AM
Stick around and let them prove you were right.
I have seen them literally bend over backwards to assure it,
a few hoops, some flames....with no quit in them.
Stick around, build a rig or just see whats new..
Thats not just a laptop...thats a ROG. Relax. Let it.

dstrakele
10-09-2011, 02:17 AM
I think they should make it right by offering you a new upgraded system that does not have the power pin issue you've experienced 4 times. I think that would save both ASUS and you money and time and help their public relations.

btk131
10-09-2011, 02:25 AM
I think that's fair. For the record, the pin issue has happened three times. However, a fourth issue, defective USB ports, was never taken care of the two times it was previously serviced.

btk131
10-09-2011, 02:56 AM
Thank you all for weighing in. I PM'ed Chastity, as many of you suggested. In addition, I'll call tech support to hear what they will do. So I will give them a chance.

However, if the best that they can offer is for me to send it in once again for repairs, then I can no longer accept that as a solution. The nearest FEDEX site is 15 miles away from my home. ASUS does not provide packaging and pick-up service, unlike HP, Dell and XBox did when I had manufacturing issues in the past. I need some sort of reasonable assurance that this problem will not happen again.

Sitting around hoping that my laptop breaks yet another time within the six months before my warranty expires, so that I can finally get a replacement, is not a realistic solution. I'd rather get back 80% of my money, and spend it on another laptop elsewhere.

Chastity@ASUS
10-09-2011, 08:46 PM
Hi Brian.

I believe someone at the office was talking about a case involving loose USB ports, so I will check in with them to see if it's your case. I'll PM you with additional info if this is so. If not, then I'll look into options.

In the meantime, if the power tip has broken 3 times, then the condition can only be that the power cable connection is getting tugged perpendicular to the power port. (aka 90 degress from the angle of entry, either front/back or up/down) I would seriously suggest for people with this condition to invest in a $7 L-adapter plug. This will redirect the angle of entry and avoid this issue buy making that point more resistant to being tugged.. I wouldn't say many people have this problem, but some do.

http://www.amazon.com/gp/product/B004L74PGI

I have 4 G series laptops, and am yet to break a pin myself. Brian, I would say that your environment where you are using it is part of your problem, and would suggest in getting that adapter. In the meantime, can you PM me your serial number and contact info.

JRd1st
10-09-2011, 08:55 PM
I'm getting one of those. Thanks, Chastity! :D

btk131
10-09-2011, 10:28 PM
Thanks Chastity. All I can say is that I live a life where I commute quite a bit. My laptop gets plugged and unplugged up to 15 times a week. In my opinion I was not willfully overaggressive with the use of my laptop. The second and especially third time around I took special care to be as gentle with the power adapter as I could.

Chastity, I appreciate your help. It sounds like a reasonable solution. However, I have to wonder, if the solution is a $7 adapter, then why didn't ASUS incorporate this into the design of a laptop worth over $1000? Also, why didn't the previous tech support people bring it up when I called them before.

I used to use a Dell Mini 1020 under the exact same conditions as I use the ASUS, and for at least twice as long, and I never had a problem with it. The same goes for an HP Pavilion that I would often borrow from a relative.

btk131
10-12-2011, 08:48 PM
I really went back and forth whether or not to take the repair or the refund. I have decided, for the third time, to have Asus service the laptop.

I have 160 days left to return it to Amazon for an 80% refund, so I don't have a lot to lose by holding onto it for a little longer.

I have asked Asus to fix the damaged pin and adapter. I also specifically asked that they service the faulty USB ports. On October 11 the technician could find no record of the USBs having been fixed or even tested, despite the laptop being sent to them twice.

I am taking Chastity's advice (thanks Chastity!) and buying the L adapter. I'm not the happiest about spending $10 for a tiny little piece like that. However, if it saves me from buying packaging material, driving 15 miles to the nearest Fedex site, and spending up to two weeks without a computer, then it's worth the money.

grungeboy2
10-14-2011, 12:22 AM
my G51 and the older G-Series, did use a L-shaped connector. i don't really know why they changed it. that said. people's idea of being gentle with their equipment is different. your idea of gentle may or may not be what chastity's is.

who knows.

what i do know is that it's frustrating to send something in to be fixed and have trouble with it wen you get it back. sorry to hear about your troubles. RMA'ing something is never fun.

Chastity@ASUS
10-14-2011, 04:49 PM
Brian:

It's simple vector physics. If the power connection is straight-on the pin itself, then any lateral movement on the power cable acts like a lever on the pin, which will absorb all the stress. That pin is not designed to absorb those stress levels, and it snaps. The L-adapter redirects the force so that the adapter absorbs some of the stress, and protects the pin. Why they don't come with l-shaped ones initially, well, I don't know, as I am not in Taiwan where they make these decisions. :) I have forwarded a recommendation on the matter. (Heck, why not, they DID alter their thermal pasting standards and procedures based on my JH experiences) :)

In the meantime, if you want to send it in for an RMA, PM me your info, past RMA's, serial number, and contact info.

btk131
05-19-2012, 01:43 AM
Well, my adapter pin has become loose again. Chastity's solution worked... at least for a while. The pin would break after about 3 weeks. With the L adapter, I got seven months of use out of my laptop before the pin went bad.

Unfortunately, my Asus warranty expired about seven weeks ago. I invested in a SquareTrade warranty when my laptop first started having problems. Hopefully they can take care of it.

hazard99
05-19-2012, 02:33 AM
im so glad you got a square trade warranty. It doesnt seem right that it wasnt repaired or fixed well enough to avoid it breaking a short time after.

chrsplmr
05-19-2012, 03:56 AM
7 months ago... relax .. it worked out .. or they woulda been back...
no worries hazard99... welcome to rog.c.

btk131
05-19-2012, 04:25 AM
@hazard99 This is my fourth issue with adapter pins since buying my laptop in March of 2011. Seven months actually seems like a long time compared to how often it used to break. I do think it's a shame that the $1250 my family and I spent doesn't seem to cover a good-quality adapter solution.

The adapter aside, the laptop was really premium quality. I was very satisfied, performance wise. I've heard good reviews about SquareTrade, so I'm optimistic.

Amazon offered to reimburse 80% of my money as long as the purchase date was under a year. In late March I could have gotten that money back, but I really thought the adapter issues were over, with Chastity's L adapter solution.

btk131
05-19-2012, 04:36 AM
7 months ago... relax .. it worked out .. or they woulda been back...
no worries hazard99... welcome to rog.c.

Perhaps I was unclear, but this issue just happened to me yesterday. It's been seven months since the previous adapter pin failure. I'm just sharing my experience as a consumer. There's really nothing to work out with Asus, since the warranty with them expired two months ago.

mrmcgoo
05-23-2012, 09:30 AM
I feel your pain as to the power pin issue. I have been lucky to the fact I have had zero issues with my G53, knock on wood. For me though, I would have dumped the laptop after the 2nd time repaired. A guy at work had an older G series and he was having some issues so he dumped it for an MSI laptop. After reading all these issues with asus and their products, this will be my first and last asus laptop. I do like the performance of the laptop though.

timbuk2
06-03-2015, 09:46 PM
Hi everyone. My name is Brian. I decided to invest in an ASUS G53JW-XA1 due to my job. I often work in excess of 40 hours a week completely alone. .

Wow, this was in 2011, seems ASUS hasn't changed much. I purchased an Asus G75VX-TS72 and have now been using it for about a year and a half or more with only 1 working USB Port. Well, two of them will work with a mouse, but nothing else. Another one completely quit working today. While my machine was under warranty, ASUS would not take it back unless I sent it back in an all new box and paid the shipping. They also said I probably wouldn't get the same machine back, after I had spend a month configuring it my way with my stuff. The audio jack has also been inoperative for a long time. It's the worst computer I've ever owned and I've own many, especially lap tops. It's also much slower than most laptops with 8GB of RAM and mine has 16. As soon as I can afford it, I will buy another brand again. Never had any problems with other brands and the only time I did, they came to my home and fixed it. I'll let you guess which brand, but never another ASUS. My first, and Last.

Praz
06-03-2015, 09:58 PM
Hello

No need to drag up a 3 year old thread especially since you have already stated your discontent in the past. Thread closed.