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  1. #1
    ROG Member Array
    Join Date
    Nov 2018

    Angry BUYER BEWARE: The last Asus/ROG product I'll ever buy...

    I've loved Asus products since I bought my first laptop. I've had so little problems with them I thought they were as invincible as a 90's nokia phone. Until my first gaming laptop, the GL503V. This laptop was my *baby*. I took extra sweet care of this thing. It had its own stand, hardly ever left my desk at the house... then all of a sudden, out of a clear blue sky, it wouldn't charge. It would cycle between "pluged in" and "battery mode" and wouldn't ever actually charge the battery. I thought, I have cats, it's probably the charger. I got a new charger, double checked that it was the exact same voltage and amperage etc... and it worked... for an hour.
    First thing I did was take it to my local computer repair shop. Who after trying their charges and outlets to no avail, found that it was under warranty. Sweet right? Hahaha, here's were it gets stupid.

    I RMA'd the laptop & charger, got it back, plugged it in all ready to go and... WON'T Charge! Then, I find my data completely gone and Asus as the admin on the OS. Nice!
    I call customer service and the supervisor apologized profusely, told me that they tried changing the battery, then told me to RMA it back to them. That they would express ship it back to me for Asus' mishap. Begrudgingly, I obliged.

    So I RMA it again. Wait 2.5 weeksish. Then I get an email that it has been shipped. I check that tracking number and it's FedEx ground... it'll take a week to get here. So, thanks a lot for that "express" shipping. I called to see if maybe there was a way to upgrade the shipping to what was promised -- they said no. Then I asked the real question:

    "What was fixed on my laptop?"
    Their response?
    They replaced the charger.

    New chargers have already been tried! I'm livid with Asus! I get to wait a week for a laptop I know will still be defective! Or, maybe it'll work for an hour just like the BRAND NEW EXACT TO SPEC one I bought before. Then what I ask? Their reply: I RMA it again. Really? They said that if they can't fix it after the 3rd time they'll give me a refurbished replacement and will warranty *that* for 90 days. Wow, really? A whole 3 months for something that service center who has failed to fix my actual laptop twice, has REFURBISHED? I didn't buy someone else's laptop. I didn't buy a laptop that has been serviced by the very people who are incapable of repairing MY laptop.

    I asked for a corporate number, they outright refused to give me one. I asked for a supervisor above the supervisor, they refused to let me talk to anyone with more authority.

    tldr; Asus SCREWED me. They want me to RMA my laptop over 3 times top get a refurbished replacement with only a 90 day warranty.
    Last edited by kashka; 12-01-2018 at 05:01 AM.

  2. #2
    Banned Array JustinThyme PC Specs
    JustinThyme PC Specs
    Laptop (Model)G752VY-DH72
    MotherboardRampage VI Extreme
    ProcessorI9 9940X
    Memory (part number)64GB DDR4 8x8 Corsair Dominator Platinum 3800 MHz @ C17
    Graphics Card #1ASUS Strix 2080Ti O11G @ 2.1GHz
    Graphics Card #2ASUS Strix 2080Ti O11G @ 2.1Ghz
    Graphics Card #3ROG Nvlink
    Graphics Card #4Have to feed animals
    Sound CardExternal Audioengine D1 24 bit 192kbps DAC
    MonitorASUS PG348Q @ 100Hz
    Storage #1Intel 905P 480GB U2 flavor
    Storage #2Samsung 850 EVO 1TB X2 in RAID 0, 960 PRO 1TB DIMM.2_1
    CPU CoolerHeatKiller IV PRO and VRM blocks ,Dual D5 PWM serial, 2X 480, 1X 360 RADS
    CasePhanteks Enthoo Elite 8X LL120 PWM, 3X LL140 PWM, 12 SP120 PWM 1x AF140 PWM
    Power SupplyCorsair AX 1500i
    Keyboard ASUS Claymore
    Mouse ASUS Spatha, Logitech MX Master
    Headset Sennheiser HD 700
    Mouse Pad ASUS ROG Sheath
    Headset/Speakers Audioengine A5+ with SVS SB-1000 Sub
    OS Win10 Pro 1809
    Network RouterNetGear NightHawk X10
    Accessory #1 NetGear Prosafe 10GBe Switch
    Accessory #2 Qnap TVS-682 NAS modded with I7 CPU

    Join Date
    Nov 2013

    First try posting your issue in the service related inquiries here where actual ASUS employees monitor.

    If that doesn't results are had when you take it to social media. Seems the marketing Dept is more on top of it than using the proper channels. Last big problem I had that went on for nearly two months got resolved in 3 days when I started posting to their FB page. They got tired of deleting my posts, even changed their settings so I couldnt post to their page but that doesn't stop replies with a C&P to every post until I got tired of posting. ASUS USA contacted me via FB messenger and arranged for a method to resolve my issues.

    This forum is limited exposure to mostly enthusiasts sharing info. Less than 1% of all ASUS owners, a ton come here just to report problems. Social media hits the masses and is seen by millions of people. Sad state of affairs but it works with nearly any company. Had a similar issue with Verizon when their crew screwed up my fiber connection putting in the neighbors FIOS and then left MY lawn all screwed up behind them. Spent weeks following their channels getting redirected and no resolution. One post to their FB page with pictures of my trashed out lawn in the morning and by the afternoon I had a regional supervisor at my home. I made them completely dig up my existing fiber and redo it and come back twice to repair my lawn. First time they just threw cheap contractor grass seed out which germinates and sprouts up fast but dies out even faster. When the same guy came back I sent him packing until they hired a professional landscaping service to fix it right. All because the installer was being lazy and cut my line so he could put in a junction box 10 ft up in my yard instead of going under the sidewalk to get to the massive junction box already there. I was really chapped when he said he did it on accident when it was actually on purpose.Then they didn't have the right length of fiber line.

  3. #3
    ROG Member Array
    Join Date
    Nov 2018

    Thanks for the reply

    I have been blowing up the Asus facebook & Asus ROG page and they wont even respond to me. I haven't been commenting on their posts with my problem yet... but I'm going to slowly ramp up until I get someone to help me. I re-posted this thread in the service-related section, as I hadn't seen that before.

  4. #4
    ROG Guru: Orange Belt Array ThrashZone PC Specs
    ThrashZone PC Specs
    MotherboardASUS z490 maximus XII Apex 2nd x299 Rampage VI Apex
    Processori9-10900k & i9-9940x
    Memory (part number)Trident-Z 3600c16 2nd Trident-Z 3600C16 both Samsung B-Dies
    Graphics Card #1EVGA 1080ti FTW3 water block 2nd Titan Xp copper water block
    MonitorAOC G2460PG 24"G-Sync 144Hz & ASUS VG248QE 24" 144Hz
    Storage #12-Samsung 970 Evo Plus 500gb M.2 & 2.5" ssd's 850 pro's for os 850 evo for games
    Storage #22-LG Blu-Ray WH16NS40
    CPU Cooler2-240GTX with Heatkiller-4-Pro/ vrm water block Both&x299 2-280GTX 2-D5's before and after rads
    Case2- Corsair 450D with second floors for 240GTX & 280GTX rads enclosed and filtered on top
    Power SupplyEVGA 1000P2 2nd EVGA 1200P2
    Keyboard Logitech G910 Orion Spectrum 2nd Logitech G710+
    Mouse 2-Red dragon Perdition
    OS Win-7 & win-10 pro on both systems Win-7 everyday os
    Accessory #1 Optimus Foundation copper plexi 2nd Optimus SigV2
    Accessory #2 ModmyMods clear coolant
    Accessory #3 ModMyMods 3/8-5/8" clear soft tubing/ MORA 360 Pro x2
    ThrashZone's Avatar
    Join Date
    Oct 2017

    Best way to deal with asus is not to at all
    Buy from local places like Micro center... if at all possible or similar and get in store warranties on hardware... it saves a lot of
    a) no rma shipping
    b) local companies will usually bend over backwards to keep a customer coming back.

    That's the way I do it now asus has the worst reputation on the planet for customer relations/ support.

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