Hi everyone im new to this forum having found it whilst searching for help with my Laptop.
Up untill Febuary of 2012 i was the very happy owner of a G73JW laptop. I bought this machine in Canada where i was living with my girlfriend and we moved back to the UK at the start of the year. The laptop was great other then the track pad moving the mouse to any position on the screen other then the requested one. As i used a mouse most of the time it was never a real issue. Then all of a sudden during some gaming sessions with the Laptop connected up via HDMI it started to reboot itself randomly over and over again. As the bios had not been updated since purchase i thought i would give that a try and see if it cleared up any of the odd issues. I followed the instructions on the Asus website to the letter and completed the Bios update the machine said it would shut down to reboot and it never switched back on.. I work with computers for a living and have done 1000's of bios updates and never had anything like that happen before.
So i was now stuck with a bricked machine. (why on earth they never put a dual bios on a machine that costs the best part of £2000 i will never know.
I contacted Asus Uk and was amazed with the service. The machine was picked up by a courier and whisked away to be repaired. This is where the real nightmare begins. It is near on impossible to actually speak to a human being within Asus UK who can actually help. Over the next few weeks i recieved emails stating that they were waiting on parts. Then i would recieve another email stating the same thing a week or so later. This carried on for 1 and a half months. I was then informed that my machine would be swapped out as they still had no parts.
I thought that was a fair and reasonable thing to do as it was getting on to 6 and half weeks by the point.
I recieved an email from the UK Swaps department offering me a G74SX as a replacement for my G73.
I thought thats a pretty good offer. So using the name on the email and the telephone number provided i thought i would give them a call. When i did eventually get through i was informed that the person i wanted to talk to was based in Holland and that its not possible to talk to them. If thats the case why bother putting a contact telephone number on the email.
This started to become very frustrating i never imagined dealing with one of the biggest computer companies in the world would be such a nightmare. The Emails contiuned with specifications of replacements being sent. None of them matching the machine it was due to replace. What makes matters worse is that they dont even seem to know the spec that my machine was. MY G73 had a single USB3.0 port and i wanted a replacement that had this as the machine has no firewire port and use extensively for music production and transfering files over USB3.0 is a must for me. I didnt think it was too much to ask.
To then recieve an email back saying "according to my spec your machine never had a usb 3.0 port or did it?" How can they not know what the machine has. This was the point that i really started to get anoyed. I was then informed that they had nothing in stock and they would get new stock a week later. A week later i was informed again that they had no stock and that a buy back would be the only option. At this point i suggested they give me a new laptop due to the amount of time they have taken messing me around. I did state in my email that the offer for the laptop would have to enable me to go to my local store and pick up a like for like replacement. I recieved an email this morning saying they would not take that route and that they would give me the money in euros if i signed paper work for them. No actual offer. So before my head exploded i thought i would try the UK call centre once again. I maganged to get through to the same guy i spoke to previously who again explained that they cannot put me through anyone in secondline. I politely asked to speak with his manager (its not fair to shout at people who take crap all day long) Surprise surprise i was met with the "he is in a meeting. NO NO he really is in a meeting" The oldest fob off trick in the book. I have asked for a call back from a manager but i dont think i will get one. Im at a loss as what to do now. My Rma number doesnt even exist on their system anymore. It was only that i have a case file started ready to pass on to trading standards that i had the SN: ready. Ive dealt with all the major computer players in the UK before and never recieved such a long drawn out poor service before. Does anyone have any suggestions as to what i should do next. I know the offer they give will never been enough to get a like for like replacement and the chances of them actually ever getting parts to repair the machine before im too old to actually enjoy using it.
Thanks for any help in advance.