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View Full Version : RMA Fears - How do I make sure things go smoothly? G751 touchpad issues - solved



di Valenti
08-25-2015, 06:43 PM
Greetings,

I was wondering if anyone on here was actually an ASUS employee or had some kind of authority or access to the company - I noted that the @ASUS was mentioned in the RMA section but that person had left the company some time ago.

I have a dual issue with my G751 that I can't resolve (one it is missing a rubber screw cover - it is not anywhere around it or floor and it's not in the box or plastic it came in - I don't think it was ever in the system as the others are firmly in place and this one doesn't look like anything was ever in it - no sticky/tacky material...

The other issue - the main one is that the touchpad is failing - I originally bought with this a ROG Gladius and I use that almost exclusively with the TP turned off with Fn+F9 almost ever time I am on it and so I haven't noted if the TP was actually working - it seemed to be, but when I actually disconnected the Mouse today, the TP does move the cursor around, and sometimes the right button activated a menu or something... and I do get a highlight or such with a cursor over, but the double tap and left select button both do not work and so I can't actually click on anything and make it select with either the TP or the LMB... not sure if that was out of the box either - I got the system in late May and have used it most nights since, and everything else is fine on it...

I am very nervous however about sending it in for work - I had a bad experience with my prior ASUS where it was really beat up badly but the techs and went from a perfect looking PC to one that looked like someone had beat on it with a hammer... ultimately the RMA people replaced it with a suitable compensation model, but it was still traumatic, since it happened several times over several months for a heat issue that ultimately was the fault of Nvidia's chip and so it was a lemon system.

I very much do not what that to happen again or with this system - other then the missing rubber bit and the malfunctioning TP - it's in mint perfect condition, and working in tech I always treat my clients materials and systems with TLC, but I know that isn't so with everyone... is there any way I can make sure that my system comes back repaired and in the same perfect shape it is right now?

Thanks, and I wish I could just have them drop ship the parts ad I could do it myself, it's a very simple system to work on, and plenty of video work on YT to show how it's all put together in there - it's very simple - and I know that the part that is bad is going to be the single top BK as that is all one part... the rubber screw cover is a no brainer... that is just a little plug.

Anyway, comments, confidence, reassurance, etc... are welcome - hopefully RMAs are going better than a few years ago and all... thanks.

vempatyappu
08-25-2015, 07:38 PM
My laptop that I RMAed just reached ASUS Service Center, hope I get it back soon. I also sent it back for heat issues will let you know how it goes if you have time to wait - my warranty runs out in November.

Gps3dx
08-25-2015, 09:03 PM
M8 !
Trust me when I tell you this: Photograph your laptop from every angle & distance !
I entered my old G55VW withOUT any scratches and got it back scratch - then, I didn't photgraph it, but I learned in the hard way.
the 2nd time I sent and got it back they even managed to damage the back cover ( above the battery, behind the screen ) - BUT, this time I had proof.
Although the hard PROOF, I ended up sending multiple letters to the regional CEO of asus - until they got to their senses.
never mind that they tried to pick my laptop at list 6 times, each of them failed, because they "suddenly" was out of bags and cardboard for my "very large" 15.6' laptop, and each time they came to pick it up with a 14' bag/cardboard.
My luck was, ( the bad part ) I left without a laptop for 2.5 months !
(the good part was ) that although they ordered a spare part on their behalf, it got stuck in customs....so they had to compensate me for their reckless behavior.... which ended in the fast they gave me G751JT totaly new ( my old G55VW was in the last month of service ).
PLUS ( yes - the story don't end up here ) when they offered me the G751JT - they wrote it comes with BD-writer... but in reality - it wasn't.
I complained again, and they gave me a check for ~120 eur.

Lessions learned:
1. photograph your laptop from every available angle, with quality camera.
2. (if its legal) record the calls you make with asus's representatives - they got the habit to promise out-loud, then to break their promises afterwards.
3. Write the sum of the discussions, name of asus's rep, the hour and dates.
4. Read and know your laptop HW, and known when the tech ppl asus employ, don't really know how to fix and return the laptop to life ( for example, demand that they'll format your HDD on GPT instead of MBR, or that they'll upgrade the win 7 OEM to win 10.... )
5. stand on the basic principle, that ASUS should, in general, GIVE YOU A SERVICE.

di Valenti
08-26-2015, 02:07 AM
My laptop that I RMAed just reached ASUS Service Center, hope I get it back soon. I also sent it back for heat issues will let you know how it goes if you have time to wait - my warranty runs out in November.

Thanks - I have 60 days on the RMA and I haven't activated the shipping yet - just got it today - so I will wait a bit and see how it goes for you - keep me posted if you would.

di Valenti
08-26-2015, 02:14 AM
M8 !
Trust me when I tell you this: Photograph your laptop from every angle & distance !
I entered my old G55VW withOUT any scratches and got it back scratch - then, I didn't photgraph it, but I learned in the hard way.
the 2nd time I sent and got it back they even managed to damage the back cover ( above the battery, behind the screen ) - BUT, this time I had proof.
Although the hard PROOF, I ended up sending multiple letters to the regional CEO of asus - until they got to their senses.
never mind that they tried to pick my laptop at list 6 times, each of them failed, because they "suddenly" was out of bags and cardboard for my "very large" 15.6' laptop, and each time they came to pick it up with a 14' bag/cardboard.
My luck was, ( the bad part ) I left without a laptop for 2.5 months !
(the good part was ) that although they ordered a spare part on their behalf, it got stuck in customs....so they had to compensate me for their reckless behavior.... which ended in the fast they gave me G751JT totaly new ( my old G55VW was in the last month of service ).
PLUS ( yes - the story don't end up here ) when they offered me the G751JT - they wrote it comes with BD-writer... but in reality - it wasn't.
I complained again, and they gave me a check for ~120 eur.

Lessions learned:
1. photograph your laptop from every available angle, with quality camera.
2. (if its legal) record the calls you make with asus's representatives - they got the habit to promise out-loud, then to break their promises afterwards.
3. Write the sum of the discussions, name of asus's rep, the hour and dates.
4. Read and know your laptop HW, and known when the tech ppl asus employ, don't really know how to fix and return the laptop to life ( for example, demand that they'll format your HDD on GPT instead of MBR, or that they'll upgrade the win 7 OEM to win 10.... )
5. stand on the basic principle, that ASUS should, in general, GIVE YOU A SERVICE.

I was afraid of this - I had a very similar (9 RMA) experience with a G something - it was so bad I have blocked it out, but it's how I got the G71G in it's place a couple years ago...


I will be ordering a 1080p point and shoot video cam tonight... might as well get that over with - life is telling me to do so I can see, and yea... I agree...

Strangely I was thinking about it also, I might post up this RMA on my YouTube and that gave me a better idea when I though of you - I know there are many people that have these issues daily, and I bet some of them are worth watching/following... maybe I will put up a tech channel where I do nothing but talk about being a good tech and posting up people RMA pre and post videos... there might be something in that.

Anyway, yea... it's def. going to be a full length video on it... I am also wondering if I should just demand they replace it with a working unit... this is 2 months old and already that is a bad sign of things to come...

Black Screen Booting
TouchPad Buttons not working, double tap not working
Missing rubber bit
... and oddly now sometimes my plug in mouse is not able to activate a click either...

I am thinking MB issues - and so I am really now thinking simply replace the whole unit, as that is 50% of the unit anyway more or less.

Clintlgm
08-26-2015, 02:16 AM
Yes PM cl-albert he is the C ustomer L oylaty Asus Rep for these forums. He can be helpful getting a successful RMA with everything fixed. I haven't seen him post lately but hopefully he is still here

di Valenti
08-26-2015, 04:37 AM
Yes PM cl-albert he is the C ustomer L oylaty Asus Rep for these forums. He can be helpful getting a successful RMA with everything fixed. I haven't seen him post lately but hopefully he is still here

I saw this name highlighted - but it didn't have a link that was active - I wasn't sure if he was here still. I will give it a look and pm and see if he is still active - I am surprised that Asus being a tech company doesn't actually sell parts... kind of annoying.

vempatyappu
08-26-2015, 05:25 AM
https://rog.asus.com/forum/member.php?105838-cl-Albert

Edweird
08-26-2015, 09:53 AM
Yeah, he's here, don't worry about it and just send him a message.
First official I've seen that stands behind the customer loyalty tag in truth.

I took extensive photographs of my G751 before I sent it for RMA with a sheet of paper with the date written on it in all the frames.
I was lucky and had no troubles and got given a board with the M.2 connector that my original one did not have.

di Valenti
08-27-2015, 01:06 AM
Victory!!! (Edit here) I have solved the issue - it was a loose connection... and now it is clicking right away and functioning perfectly - so all good.

Now if I can just get a spare set of the rubber screw plugs for the bottom I will be all set - apparently one was missing and I would like some spares as apparently they can fall out - I thought they where plastic at first and some thing like a rivet... permanent, but it is just rubber and either that one fell out - unlikely, or it was never there - probably more likely... anyway - 99.99%! fixed. (OCD on the rubber thingy).

:D

cl-Albert
08-27-2015, 06:02 PM
Thanks for the information - I will PM him and do all the images and video before I send it in... it def seems like a hardware issue, so something probably died - my G71G has a TP issue also from a few years ago when while it still works - the left key no longer clicks... strange, but it works so I didn't both with it.

This one however neither button works and that is a game-breaker... I wish they would simply send out parts to techs... I saw that in the EU online they actually have sellers with full part sales for ASUS... I guess not so in the US. :(

Hi di Valenti,

Saw your visitor message at my profile, but unfortunately, our U.S. office doesn't send out repair parts as far as I know (expect ASUS support will confirm this too), so you may just want to send back your unit for repair if you cannot find a better option.

This may not make any difference, but noticed you mentioned the touchpad buttons don't always work well which is clear although for the double tap issue (and single tap to left-click?), not sure if you meant the problem was with the touchpad itself or the touchpad buttons.

The touchpad should be a separate part from the touchpad buttons, so don't normally expect both of them to have problems, but if it works, try to 'single tap' on the touchpad to left-click?

Anyway, if you decide to RMA the unit, feel free to contact me if you run into any problems.

Hopefully this touchpad repair is straightforward enough that everything will go smoothly with our repair department.

Thanks!

vempatyappu
08-29-2015, 06:38 AM
Hey Valenti my laptop has been return shipped and it seems the fan has been replaced - to solve CPU thermal throttling. I hope it's in really good condition when I get it back. It reached ASUS service center on 25th and now it has already been shipped back - like three and a half days to replace the fan and ship it back to me. I tracked it and it seems it'll reach me on Tuesday. I'll post photos if possible. Bottom line - that was pretty good experience. Just remember to buy insurance when you're shipping it out.

di Valenti
08-29-2015, 09:45 AM
Hey Valenti my laptop has been return shipped and it seems the fan has been replaced - to solve CPU thermal throttling. I hope it's in really good condition when I get it back. It reached ASUS service center on 25th and now it has already been shipped back - like three and a half days to replace the fan and ship it back to me. I tracked it and it seems it'll reach me on Tuesday. I'll post photos if possible. Bottom line - that was pretty good experience. Just remember to buy insurance when you're shipping it out.

Hey, that would be great, and crossing my fingers that all went well and does. Def. Images and all are welcome. I was actually thinking about putting up a YT channel for RMA (RMA Watchdog?!) and see how that would go... might be actually very popular.

Anyway, I am so relieved that my own issue was a loose cable - I need to see about getting the rubber bits - as apparently they do fall out - so spares are needed I am sure. or I can make a plug myself I suppose - 3D printing is handy that way - or just cut some from rubber tubing.

looking forward to seeing your post.