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mertesn
11-16-2011, 04:22 PM
I purchased the G73JH-A2 in April 2010 from XoticPC.com with an extended three year warranty and Blu-ray upgrade. Since the day it arrived I've had nothing but problems. First the display died. It took eight weeks to get fixed.

As soon as the laptop was returned, one of the hard drives died, causing a second RMA.

The Blu-ray drive quit working. Since this was an upgraded part from XoticPC, I sent it to them for replacement. The drive was stolen in shipment and I had to purchase a new drive (ongoing issue with UPS). Unfortunately the replacement drive doesn't have a face plate that matches with the rest of the laptop and ASUS so far has refused to provide one.

A third RMA was requested on October 26 for the following:
-Since the day the laptop arrived, I have been unable to play games properly. Randomly during gaming the laptop will emit a very loud static/roaring sound. This is not the sound of fans nor does it appear to come from the speakers. It happens at the same amount of loudness regardless of volume settings.
- The touchpad does not function correctly. Despite making sure that nothing but one fingertip is in contact with the touchpad, the system acts as though many fingers are attempting to provide input.
- The keyboard misses keystrokes. I have to type very slowly as a workaround. This is unacceptable.
- Both the CPU and GPU overheat, causing shutdowns. I understand there was an issue with thermal paste being improperly applied and I believe that to be the issue in this case as well.
- Due to the overheating, the rubber feet on the laptop have come off.

All of this was detailed on the RMA form included with the laptop.

For this third RMA, my laptop arrived on October 31. On November 1 the repair status was changed to "Waiting-[WF9]-Wait for customer confirmation - NTF". At no time during the repair process was I ever contacted to confirm anything. In fact, I called around November 3 to find out what information was needed. I was told someone would contact me regarding the repair. On November 10, having not been contacted, I called ASUS support. The representative promised me a call from the repair facility within 24-48 hours. This promised call never happened - three phone numbers were provided and none received any calls regarding the repair. On the morning of November 15 I called ASUS support again, and was told the case would be "elevated" because problems were not immediately found. I was promised a call from the repair facility that day. Again, the call never happened. Instead I received an automated e-mail that night stating my laptop was being shipped back to me.

The laptop is scheduled to arrive on November 18, and based on the previous description of events I do not expect to find the problems resolved.

This is my third ASUS laptop (also have a W2P and F3SV), and will likely be my final ASUS laptop based on the troubles I have had in getting repairs and poor customer service.

I want my laptop fully repaired. It should not take multiple RMAs to do this. If the repair facility is unable to duplicate the problem, I expect them to contact me for further information. If I am promised a phone call within a specific time period, I expect that promise to be fulfilled.

If anyone here can provide some information I'd really appreciate it. I have filled out the escalation form with the above information.

JRd1st
11-16-2011, 04:30 PM
Which repair facility is this?

PM Brian@ASUS. Maybe he can help.

mertesn
11-16-2011, 04:31 PM
It went to the facility in Milpitas, CA.

mertesn
11-16-2011, 04:37 PM
PM sent as well.

JRd1st
11-16-2011, 04:38 PM
Milpitas is the one repair facility i've heard nothing but good things about, and 2 weeks at their facility isn't bad. Their office sounds either totally buried in work, or just disorganized. Maybe both. Lol

Good luck, man!

mertesn
11-18-2011, 03:55 PM
Quick update:

After my initial post, I PM'ed Brian@ASUS and filled out the form at the ASUS Escalation Mailbox (http://vip.asus.com/eservice/cus_suggest.aspx). Within a day I had heard back from both Brian and another rep (from the escalation process) promising further assistance.

The laptop arrives today. If the problems still persist I'll take the next step detailed by the Escalation rep - provide him with some detailed logging information. Once that is done, he'll set up another RMA to come directly to him.

Point is, things seem to be moving in the correct direction. I wish it didn't have to come down to escalating the issue, but it is what it is.

Chastity@ASUS
11-18-2011, 06:46 PM
@mertsen

Can you PM me your RMA number and your name and address, and contact info? Thx

Chastity
Asus Customer Care

mertesn
11-28-2011, 04:39 PM
The laptop seems to be mostly working now. It is definitely running cooler since the thermal paste was re-applied. I have not had a chance to run high-end gaming or video editing/encoding. I will get this tested tonight.

The only problem that remains is the touchpad. When I sent the laptop in, the touchpad was behaving erratically. Now it doesn't function at all. I have tried using the Fn keys to enable/disable the touchpad, but this has not worked and will need another RMA to be fixed :(

And of course the Technical Inbox section of the support web site isn't working...replying to a message there now results in an error of "Can not input HTML tag", so I can't let the support folks know what's going on. I'm sure it'll get fixed later today, but for now it's busted.

JRd1st
11-28-2011, 05:04 PM
You can try sending Chastity@asus another pm in the meantime...

Sorry your RMA experience was less than it needed to be. :(

mertesn
12-05-2011, 05:34 PM
I've had a lack of progress since my last public update. I'm guessing the holiday has slowed things down as far as responding to PMs, but the Technical Inbox issue still persists so I can't get hold of the support guy I've been working with.

The laptop indeed appears to be functioning correctly aside from the touchpad, which is completely dead - the left/right buttons don't even work.

Sent another PM to both Chastity and Brian. Hopefully one of them will be able to help. I'd really like to get hold of the support guy I was working with previously (Chris Ambrose) because he's got some good experience working with my laptop model. If anyone knows how to do this I'd appreciate some information.

JRd1st
12-05-2011, 06:07 PM
Brian and Chastity are both not around the forums much, anymore. PM gary_key

mertesn
12-05-2011, 06:12 PM
I'll do that. It's odd though, both requested PMs (which I sent), but neither has replied to a followup.

xeromist
12-05-2011, 11:30 PM
I'll do that. It's odd though, both requested PMs (which I sent), but neither has replied to a followup.

Brian actually got a different job and Chastity went from volunteer to ASUS employee. Since becoming an employee the company nixed interaction on the forum until they could provide customer service training. I'm not actually sure status of that training but JR is right that Chastity certainly has not been around as much lately.

mertesn
12-12-2011, 02:23 PM
The Technical Inbox is still broken. I've submitted trouble requests on this twice now along with requests to pass information on to Chris Ambrose (the guy I've been working with on the problem - and so far the only person at ASUS who has kept their word on helping), but so far no results.

Basically anyone who is in a position to help either cannot be contacted (technical inbox) or isn't allowed to help (ASUS employees on the forums).

JRd1st
12-12-2011, 02:47 PM
Only 1 thing could shut down customer interaction that tight; lawsuits. Otherwise do you really think that no one at Ay-soos is qualified to interact with users? Wow, talk about poor consumer relations...

mertesn
12-12-2011, 03:06 PM
It's disappointing, to be sure. What's worse is there's a (presumably) known issue with the technical inbox that prevents users from replying. No idea if it's limited to a small number of accounts, but you'd think they'd at least do something about it. Why the company is preventing their employees from actually interacting and being helpful on the forums is baffling.

No more ASUS products for me. Ever. I'm tired of this kind of treatment.

eskion
12-12-2011, 06:05 PM
I have always loved ASUS motherboards, so I decided to try a laptop. Went with G53JW, and I am convinced that they should stop making laptops and leave it to Sager, MSI...

-edit-

I had a second thought. It seems that the most serious problems with the ASUS laptops are from the RoG line...I think that says something in iteself.

JRd1st
12-12-2011, 07:55 PM
I have always loved ASUS motherboards, so I decided to try a laptop. Went with G53JW, and I am convinced that they should stop making laptops and leave it to Sager, MSI...

-edit-

I had a second thought. It seems that the most serious problems with the ASUS laptops are from the RoG line...I think that says something in iteself.

...yes, gamers have expectations that go beyond what ordinary pc owners care about. Plus gamers want to tinker, and a gimped bios doesn't lend itself to tinkering.

I wonder if Ay-soos underestimated the RoG owners as being a bunch of overenthusiastic kids that would be blinded by the specs and would accept "spoiled candy wrapped in shiny foil"...

BrodyBoy
12-12-2011, 08:38 PM
I have a theory.....pulled entirely out of my arse with no actual information to back it up.....that the RoG line has a completely separate design team, and it's probably assembled at different factories. (It wouldn't even surprise me if it used to be another company that Asus bought at some point and has only partially integrated. ) The design "ethos" and assembly quality are so different between my RoG and non-RoG Asus laptops that you would think they were from different companies.

I could well be wrong, of course But it does indeed seem like the RoG line has more problems, and I don't think that's just a reflection of the expectations of the kinds of people who buy it.

JRd1st
12-12-2011, 08:50 PM
I have a theory.....pulled entirely out of my arse with no actual information to back it up.....that the RoG line has a completely separate design team, and it's probably assembled at different factories. (It wouldn't even surprise me if it used to be another company that Asus bought at some point and has only partially integrated. ) The design "ethos" and assembly quality are so different between my RoG and non-RoG Asus laptops that you would think they were from different companies.

I could well be wrong, of course But it does indeed seem like the RoG line has more problems, and I don't think that's just a reflection of the expectations of the kinds of people who buy it.

Even if that's true, Ay-soos sold it and should have inspected at least the first articles. And Ay-soos provides the lack of support people are experiencing. That's the real bone of contention to me; that total lack of responsiveness. Then they stifile the closest thing we had to a line of communications. Not something I can recommend or go for in the future.

BrodyBoy
12-12-2011, 08:55 PM
I can't argue with that. Explanation is not excuse....whatever the reason for their poor practices, it's their responsibility and they fall woefully short.

eskion
12-13-2011, 03:49 AM
Just talked to tech support because there was no record of my RMA number when I checked on the web site. My hard drive is replaced so yay about that. However, they didn't do anything about the dead pixels in the LCD, and they didn't do anything about it running so hot. I know those things won't be checked now because it has already been shipped back. WTF...and by the way, I was just tole that I have over 2 years left on my warrenty, so why am I having to pay to ship my messed up $1200 paper weight to you guys everytime????

fostert
12-13-2011, 04:06 AM
I can't argue with that. Explanation is not excuse....whatever the reason for their poor practices, it's their responsibility and they fall woefully short.

All of these experiences of others make me very nervous about what I will do if a part on my G74 packs it in. I don't want an RMA experience like others have had.
Too bad ASUS couldn't respond to problems like Corsair does. Now thats an incredibly swift RMA experience: it was so easy that I've nearly forgotten about it!

mertesn
01-04-2012, 04:16 AM
So after a month of not working, the technical inbox magically fixed itself. Finally got hold of Chris, and he set up the RMA. Turns out the person at the Milpitas location didn't know WTF he was doing. Chris called me directly and asked about glue in the system. Apparently someone did an absolutely terrible job of gluing the touchpad in place...leads came undone and glue was all over the place. He got it cleaned up and working, thoroughly tested it for all the problems I had reported earlier, and shipped back to me within a week. However, when I got the laptop back on Thursday, half the keys on the keyboard didn't work. It's not even something simple like the left half of the keyboard, either. Nope. It's random keys.

I am going to assume that happened in shipment because if I even let myself believe for a second that someone would actually send a laptop out like that...I don't even know what I'd do.

C'mon ASUS. I've been more than patient, and all you've done is jerk me around.

dstrakele
01-04-2012, 05:40 AM
No doubt about it, @mertesn, you have been way more than patient..

What a thoroughly depressing customer (dis)service story from (what I've heard) is the top ASUS North American Repair Center to start off the New Year (and this has gone on for SO LONG!). I would print out this thread, put it in an envelope with the RMA#, and send to ASUS with the message, "Please send me a refund and let me get on with my life."

I am completely bummed out...

noworries
01-31-2012, 04:42 PM
I had a GTX 470 die, after pulling teeth got it advanced replaced (took about 3 weeks), and then they sent me a GTX 465 as the replacement.

ASUS support is a joke. It amazes me that a company can produce good products and then horribly fail to support them.

BTW I'm still trying to resolve this. After 20 minutes on the phone with a support guy, he tells me that he would not be able to do an advanced replacement because they already did that once (AND SENT ME THE WRONG FRIGGING CARD). So I ask to talk to the supervisor. He says that's from the supervisor. I insist on talking to them. ASUS Adam puts me on hold, and then after 10 minutes I hang up and call back. Then he tells me that "oh nobody is available".