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Thread: G53 3 time RMA

  1. #31
    AntiMatter Guru ROG Array chrsplmr's Avatar
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    Zy .. As pointed out by Scott, at the time of the OPposting .. the Unit in questions had already been shipped.
    'We' cheerfully await the OPster's review of the Returned Unit.

    I think this is very healthy.
    We are getting to know Mr. Billings .. love the AppleStories .. hahahhaa .. ROG is growing on him.
    Gorman is driving home some very important points. (Rightfully in manyways so.) (Hows that powerpin hold'n up 'this' time Gman?)
    Just good healthful banter among Enthusiastic Enthusiasts.
    Myself? I continue to point out .. if 'those' techs dont Love the ROG -- they 'need' a 'new' job.
    I'd love to give them that opportunity to find it .. and gleefully point to the door >>> over there >>>

    The 'new' girl .. if I am correct is also a 'new' 'CL' .. from Dell .. together with Mr.Billings they
    are TeamDellApple ... hahahahhaha ... JOKE ... hahhahaa .. best to both of them. hahhahaa
    (Im all for sending 'him' over there to bust ROGs .. no more excuses, no more prisoners.)
    (or give them (the 'techs') 30days .. and then fly in theGman .. hehe. explain it to him. good luck.)

    As to you Sir, Cudos, as Always.c.
    Last edited by chrsplmr; 09-01-2012 at 12:40 AM.

  2. #32
    ‎‎‎‎‎‎‎‎‎‎ Array Gorman's Avatar
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    Quote Originally Posted by Zygomorphic View Post
    I would be quite surprised if the repair centers really do drill holes in the mobo.
    You need to read the forums more often. Within the last few months (or so, definitely this year) there was a thread by a guy who RMA'd his machine and got an email from ASUS saying that the board had been customer damaged. He called to ask what was going on, and they told him the board had a hole drilled in it and was damaged in other ways. Since the warranty seal was not broken the service center admitted that someone on the floor damaged the board.

    I wouldn't be surprised if ASUS returned a machine snapped in half and claimed it was customer damage. Disgusted? Yes. Surprised? Nope.


    @Chrs: My pin is fine... this time. My local center replaced my charger and I purchased a L-shaped connector. Contrary to what cl-scott may claim, my local repair center is great, and they are always helpful... ASUS online support, ASUS official policies, ASUS workmanship and ASUS quality on the other hand.......... Not to mention their refusal to acknowledge and deal with problems..........
    Last edited by Gorman; 08-31-2012 at 04:13 PM.

  3. #33
    No Longer Works at ASUS Array
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    Quote Originally Posted by Gorman View Post
    Not to mention their refusal to acknowledge and deal with problems..........
    There's a reason for that, and it has to do with people who will take anything you say, and find some way to turn it into a negative. So it's just easier and safer to just say nothing.

    I might try and be helpful, and tell someone that a part is on backorder, and so the repair will be delayed a little. My intentions are about as pure as can be, trying to simply let the person know what is going on with their unit. Now I'm not saying that the owner doesn't have the right to be a little disappointed about the delay, but what I would expect is the person to say something along the lines of, "Not what I was hoping to hear, but thank you for keeping me updated anyway." A simple reciprocation of professionalism. Instead, often times what you end up getting is a tirade about pretty much everything under the sun, sometimes you get some pretty fanciful conspiracy theories cooked up by the more... creative... people out there.

    The truth is generally far more boring. You could write a book, and numerous people have in fact, on supply chain management. The current popular system is called just-in-time, where you basically try and operate on zero inventory, bringing in parts as you need them, or "just in time". Which is great from a cost savings angle, since you don't need to pay for a huge warehouse to stock a bunch of parts, those parts aren't sitting on the books so the capitol you might otherwise have to dump into warranty parts can be invested in R&D or some other area, and it generally means you operate with less overhead and can charge less for products. The problem is that if there's any disruption in the chain of companies that goes from raw materials all the way up to the finished product, it can have a huge ripple effect that just gets bigger as it makes its way along the chain. If there's a disruption in the raw materials, that is your worst nightmare come to life. So you might try and counter this by having a small buffer inventory, like enough materials to sustain normal operations for a month. If the delays are only 1-2 weeks in duration, then you're fine, but if you have a situation like the flooding in Thailand not too long ago, which caused a spike in HDD prices, what exactly are you going to do? Even if you have contracts with 2-3 different companies to supply parts, if all those companies are knocked out of commission for a couple of months because of some natural disaster... Anyone who has a viable solution to that problem could buy and sell Bill Gates hundreds of times over with the money they stand to make.

    Of course the above is really a very oversimplified version. A proper analysis would be several hundred pages long. So let me ask you something Gorman... Just for the sake of argument let's say you are a waiter at a restaurant. You take a customer's order, give it to the cooks in the kitchen, and then pick it up when it's ready to take to the customer. Let's further assume that there are normally 3 cooks, but maybe one called in sick that night, and it just happens to be busier than usual... So being the conscientious waiter that you are, always thinking of the customer, you go over to apologize and try to explain that their food will be a little longer than expected. The customer then just loses it, accusing you of either intentionally neglecting to put their order in, or being incompetent and forgetting to put it in. They then accuse you of having some part in how the host(ess) told them the wait would be 30 minutes for a table, and it ended up being more like 45.

    In that scenario, what would you tell the customer?

  4. #34
    AntiMatter Guru ROG Array chrsplmr's Avatar
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    This is a family forum Gorman ... hahahaha .. send a PM. (If you would tell'm what I would tell'm..haha>>>door.)
    (scott .. climb over on our side of the fence bro .. Welcome.).c.

  5. #35
    New ROGer Array Zygomorphic's Avatar
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    @cl-scott is right, supply management is hard...not that I would know, I'm not in management. If I were in that case (and restaurants, I have) I graciously accept it with: "Bummer. OK, I understand." Bad things happen. I try to be courteous to someone because I like others being courteous to me. It is sort of like letting the motorist into your lane. They probably aren't going to be able to repay you, but you would like them to remember you and be nice to someone else, who is nice to someone else, who two weeks later is nice to you.
    I am disturbed because I cannot break my system...found out there were others trying to cope! We have a support group on here, if your system will not break, please join!
    http://rog.asus.com/forum/group.php?groupid=16
    We now have 178 people whose systems will not break! Yippee!
    LINUX Users, we have a group!
    http://rog.asus.com/forum/group.php?groupid=23

  6. #36
    AntiMatter Guru ROG Array chrsplmr's Avatar
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    Accepting pay for 'less than agreed' work is theft. From all of us.

    The One hands down, above all others thing that Asus is ..
    .. is the top of the mountain Research and Development Company.
    Every dollar 'stolen' through apathy is a precious dollar stolen
    right from the mouth of R&D .. That's Maximus VI .. ect.
    The gems of ROG .. above 'we' faithful are ROG LabTechs ..
    Like gymRats but more crazed .. obsessed.(imagine that for a sec.)

    The unNamed .. quite a few are here among us ..
    if you saw some of the "Zero" video .. you saw a hint of their fever.
    "Sweat'n to Ln2 and N" .. hahhaha

    Get some enthusiastic techs in these 'minor' but critical rolls.
    Love it .. or get Out .. Find something you are thrilled to do ..
    One thing is for sure .. they lack effective leadership there.imho.of course.

    As to what do you tell a customer ? The Truth, as you know it.
    They 'go off' ? .. hahaha .. click. There are great people on hold.

    Supply management .. exactly, leadership.
    Maybe 'they' should 'have to' manage a huge restaurant or fresh market ..
    before applying ... live ahead of the game ... geesh .. c.
    Last edited by chrsplmr; 09-01-2012 at 02:32 AM.

  7. #37
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    I did receive the computer back with the help of Mason, unfortunately with some new problems. Although they did repair their previous damage. I have attached a copy of the letter I sent to Mason.
    Just to clarify the screw that is broke off is under the keyboard not part of the keyboard.

    Hello,
    Thank you for the help.
    I did receive the computer back in good exterior condition except for on the left side keyboard the keyboard release notch was reamed out with a screwdriver and will not sit all the way down.
    When I first turned on the keyboard everything started great. The only problem was the keyboard did not work. I turned it off and looked below the keyboard. The keyboard in coming apart from underneath, a screw is missing that I guess holds it together, the wires were not hooked up, and under the keyboard there is a screw broke off. I replaced the wires and the keyboard started working except the A and S button has to be hit a few times to work.
    When I start the computer when it is hooked up to an external monitor the laptop monitor and the external monitor is black screen until windows desktop is up. Never had that problem before.
    I called last Tuesday for help and was told someone would call me back in 24-48 hours and they would have me send back the computer for repairs. Today is Monday a week later and no one has contacted me from Asus. I am out of time and patience, I am going to look at trying to get an Alienware and just throw this Asus in the trash. Sorry for my rudeness, again thank you.

  8. #38
    ROG Guru: Gold Belt Array dstrakele's Avatar
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    Words fail me.
    G74SX-A1 - stock hardware - BIOS 202 - 2nd Monitor VISIO VF551XVT

  9. #39
    AntiMatter Guru ROG Array chrsplmr's Avatar
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    You are sorry ??? ... +dstrakele ...

    ... but AlienWare ? .. no need to drink the kool aide .. yet.
    This needs to be made right .. long ago.first.c.

  10. #40
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    Angry 4 1/2 months with out a working Asus laptop and still going!

    Well its been 4 1/2 months since this all started and 5 weeks since I PM'd Mason, was told by customer service that someone would call me in 24-48 hours, and complained to BBB. Today I received a response from Asus through the BBB.

    I would cut and paste the letter but they have a cute little disclaimer at the bottom that says this is "off the record"/confidential and not for publication. So I will put it in my own words.
    Trevor Costanza from Asus said he was sorry for my continued issues and unfortunately the only resolution he can offer me is to send the computer in for inspection and if they can replicate the issues offer to fix or a refurbished replacement.
    Then he quoted me the warranty:
    ''If the product fails during normal and proper use within the warranty period, ASUS will, at its discretion, repair or replace the defective parts within the product, or the product itself, with items that are functionally equivalent to that as originally supplied, or better, during the warranty period defined for the model, using new or refurbished parts or units.''

    I do not disagree with the warranty under normal conditions, but these are extreme conditions of negligence, willful intent to defraud me of my rights under warranty, and malicously damaging my property with intent.
    I say this because the company knows of its RMA issues and yet does nothing about cleaning it up.
    The power socket on the G series computer should be recalled, am I wrong? How many new problems are created through the negligence of the RMA depatment? The RMA repairmen have a quota to repair so many units per shift and this creates negligence since there is not proper oversight and terrible working conditions.

    My product was only 5 months old when I sent it in to get the power socket replaced. Asus damaged and trashed a brand new computer through their negligence. If I wanted to save money and buy a refurbished computer then I would have. I spent more for new and they wrecked it!!!!!!! Now they want to send me someone elses wreck!!!!!

    Now they want to quote me warranty, who is protecting the customer from Asus's refusal to follow their warranty and fix the product in a timely manner and send the computer back without new problems in the same condition it was sent in? They are defrauding innocent consumers ( victims ) out of their money. They are getting away with it because thay have all the money. We are at their mercy and their negligence.
    I learned a valuable lesson "Buy a Dell" and I did buy a Dell 5 weeks ago. Although my G53 had better bang for the buck it only worked for 5 months and then the power went out for good!!!!!


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