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View Full Version : Asus G51J Recently Serviced, Now Over-Heating



wasteofpaint
06-30-2014, 08:43 PM
Hello everyone,
I am posting here because i recently had to (re-send) my Asus G51J (back) to the service center because if i ran Final Fantasy XIV, or its Benchmark test, my notebook would simply turn off and with no warning shut down. Before i sent it to Asus Service Center, the laptop ran FFXIV just fine, and the only reason i had sent it in was because when i attached the charger to the notebook it would not take a charge. They replaced the Motherboard and the VGA board. The same day i got it back, i re installed FFXIV, ran the game, and it crashed in only about 1 and a half minutes. I deleted it, re installed it, tried again, and it did the same thing. This is directly after i had just received the laptop back from the Service Center. It has also been completely reformatted, running Windows 7 now instead of XP. I sent the notebook back to the Service Center and I really hope they can diagnose this problem and fix it, and i have to admit, i am quite frustrated as i spent $265 to have it "fixed" already, and it is in worse shape than before, as it can't even run the game at all. Any help would be appreciated, thanks.

cl-Albert
06-30-2014, 10:01 PM
Hi,

Sorry to hear things didn't go better with that repair.

If your notebook was repaired recently, consider contacting your local ASUS support to find out your options since they should hopefully provide some resolution if you received your notebook in worse shape than before.

Alternatively, if you are in the U.S. and had problems with a previous rma, you can also email Jolene at cl-jolene@asus.com as mentioned at this thread (http://rog.asus.com/forum/showthread.php?48883-ASUS-Worldwide-RMA-Guide&country=&status=) to ask if she can help you keep an eye on your RMA if you decide to send it back again, but not sure which way will be better.

Anyway, hoping ASUS repair will be able to make this right the second time if you paid good money to fix it.

Also, be sure to provide clear concise details of how to catch the problem, or maybe include a copy of the benchmark that caused the shutdown problem for repair to check when they get your notebook and don't wait too long to contact ASUS repair if you think you may want to do this.

Good luck!

wasteofpaint
07-01-2014, 12:56 PM
Hi Albert,
Yes I did contact them, the very same day that i received it, i already had it packed up and sent back with a new RMA #. On my first RMA, i had actually been in contact with Jolene, I suppose I'll shoot her another e-mail just to let her know how things went wrong. I left a copy of the Benchmark test and gave them instructions of its location, and to run it to examine the over heating that is going on, so i hope that they can do all of that. I'll be sure to update this thread, as everything unfolds.

cl-Albert
07-01-2014, 03:59 PM
Hi wasteofpaint,

Okay, sounds good and hopefully things will go better the second time.
Not sure why the vga card had to be replaced, but as long as the repair office is clear about what problems to look out for and is able to catch them, they should be able to fix them.

Yes, please let us know how it goes, or if you run into anymore problems and apologize again that it was not taken care of the first time.

Thanks.

wasteofpaint
07-03-2014, 02:39 PM
Back again with an update,
They received my laptop yesterday, and upon checking the RMA status this morning it was already completed and shipped back to me. I got on Live Chat Support, and asked them what exactly was done regarding the repairs and they told me "LCD assembly has been replaced." What exactly does that have to do with overheating? I'll be getting the laptop back next week on Tuesday, and I'll be running the FFXIV benchmark test immediately to make sure they really did remedy the problem. Having my fingers crossed that my laptop now works.. although im a bit confused why "LCD assembly has been replaced" has anything to do with my computer over heating.

cl-Albert
07-03-2014, 04:42 PM
Thanks for the update.

I was able to track down your RMA through your name and if I'm looking at the right one, I'm seeing the CPU and VGA thermal modules were replaced which makes me more hopeful that the system will be working better this time when you get it back.

Not sure what the agent you were chatting with was looking at, but we probably just need to wait for you to get it back to check again.

wasteofpaint
07-09-2014, 01:00 PM
Hello everyone,
I have returned with fabulous news! The laptop arrived yesterday, and when i ran the 'Benchmark Test' that was over heating the computer before, now ran great with flying colors and scored higher than it ever did before. This was great news for me, and my laptop works like new now! Just want to give a shout out to Cl-Jolene & Cl-Albert and the entire Asus staff for helping me out, and commend them for the excellent customer service. Thanks again !

cl-Albert
07-09-2014, 03:57 PM
Thanks for sharing the good news and glad to hear that worked out okay!

wasteofpaint
07-17-2014, 11:11 PM
Hello again all,
I have to post here again because i have encountered another problem with my laptop. It randomly now has a vertical red line running down the lcd screen. I can still use the laptop its not too distracting, but it has never happened before. Wherever there is white on the screen, it seems to make the red line go away. Any advice or help is greatly appreciated thanks.

cl-Albert
07-18-2014, 05:54 PM
Hi again,

Sorry to hear a new issue has appeared.
If you have an external monitor around that you can easily hook-up, confirm you don't see the problem on the external screen and the problem is with just the notebook screen.

Thanks.

wasteofpaint
07-22-2014, 06:25 PM
Hey Albert - thanks again for always responding. Strangely - about 24 hrs later, the red line just simply disappeared and has stayed that way! Happy! Thanks as always.