.Greetings Gamers,
Thanks in advance for reading this. I know some of you are really saavy. I really could use some help and support. In short, I bought a G75 four months ago. It was defective. They would not replace it. They “repaired” it and it was damaged in return shipping. Asus wants to repair it again. I want a new computer. Here are the details.
4 months ago I bought a G75VW RS-72. I’m not a “gamer”, I bought it because of its great matte screen and backlit keyboard. I have 2 eye implants. Screen critical. I thought it was overkill but fell in love quickly. The problem being, after 3 months I could NOT get it working properly. I never transferred 1 file from my disintegrating fastly failing old Dell.
From the get-go things were screwy, documents saved into music, printer wouldn’t work, flash player conflicted, something always conflicting. Day 3 or 4 had first recovered graphic controller crash. Spent hours and hours each day... sometime 6. Would get ‘locked out’ of system control panel, computer, explorer. You name it. Fix one thing and something else go wrong or have to do restore and lose all settings. Finally get things to save where I wanted and next thing I knew they were saving in music again.
I’m not a geek, but not stupid either. Perhaps I should have reported problems sooner. Retailer tried to help. Switch from XP to 7 frustrating. Kept thinking I could sort things out.
Guy who runs library system computers said I should pack it up and get a new one. He did that for his Dad.
Two months pass. Still having problems and issues. Still haven’t transferred files from old computer. Printer still not working. Phone Asus want a replacement. They say no replacement, only repair. Made very clear I would be paying shipping and any “user induced” problems. I decide to do clean install.
While learning how to do that and making notes and game plan for quick set up graphic controller starts doing full system crashes. Have 4 of them. I phone Asus. They make new repair order and say they will pick up. No charge. I discover Event Logs with critical administrative errors back to BEFORE I owned it, before the retailer installed 7 Pro update. I rewrite long detailed, highlighted and bolded letter listing all problems, including errors.
It was almost 3 months by then. I cleaned it. There wasn’t a fingerprint on it. It looked like the day it had arrived. I packed it in the large box with all the original styro and bubble pack the retailer had sent it in. A courier came and picked it up. I check to be sure of delivery.
They’d said 2 weeks. After 2 ½ I phoned. They said delay waiting for a part. Soon. Finally an email and a week later it was here. I picked it up late Friday afternoon. I opened the trunk of my car and the gal handed me a small box. I shook my head but had already signed so I took it home. I could feel it slopping around in the cardboard cover they’d put over its briefcase box. It was loose. It looked and felt like the end of it would give way any moment. Corners were torn. There was a small rip in the side edge of the box, like it had caught on something. NO label suggesting care be taken. NO “fragile”, NO “handle with care”. Either box was well used or crushed.
It was getting dark. I put the battery in and turned on the lamp. I could see a small gouge on the bottom. I plug in and wait to daylight for inspection.
Today I open the lid and see a streak across the screen. Scraped or dirty? I get special cloth. I see the bottom of screen frame protruding out from the screen. I see bits of stuff on the screen – remnants of someone’s lunch? A hard dried spray of sneeze? I was livid!
Instinct was to close it. See dirty hand prints. Hands one thing but stuff on screen??? I was mad and had already forgotten about the scratch on the bottom. I phone. Red tape. Asus wanted the serial number. Turn it over and discover the large bottom panel has sprung out. Now very obvious the computer has crashed. Explains the excess room inside its ‘briefcase’.
Asus wanted pictures. I write address. Then he said he’d emailed me a new RMA (return for repair order). I crank up the old Dell and mailbox. Ok. But at this point I told the guy this is not a “repair” order. I do not want a “repair”. “I want a NEW computer”. After more discussion I ask to speak to his supervisor. Okay but he wanted me to agree to the new repair order. I refused to agree to a repair order. He offers pick up. He said it must go back for “assessment to see if it can be fixed".
“Supervisor #1”. We go through the whole thing over again, except more heatedly. She said it’s not in their “policy” to replace a computer. They had told me that the first time, but as I explained, this was no longer a repair situation. I paid for a NEW computer 4 months ago and I want a NEW computer. They are already on sale now. “I paid $2000 for this and I got a defective computer WHICH YOU ALREADY REFUSED TO REPLACE and now you want to repair it because it’s been damaged?” This went on for a good ½ hour until I ask to speak to her supervisor.
What is going on? This is NOT right!
Supervisor #2: All the time I’ve been on holds I’ve been hearing all about Asus’ wonderful warrantee programs and how good their products are. #2 went just the same as number #1 except now they want to start to deal with who’s responsible for the damage. Again I said I would return it the way I received it but I WANT A NEW COMPUTER. Again, I was told they must do an assessment and see if it’s fixable. Again, it got to the point I asked to speak to the supervisor.
Supervisor #3 was the same scenario, except more emphasis on who is responsible for the damage. From the sound of it, the problem would not be resolved until they dealt with the cause of the damage. Clearly it is not my fault and I just want a new computer. I don’t want to wait a month or two for them to deal with the courier and the repair centre who didn’t pack it well in the first place. I do not want an old damaged computer. She puts me on hold.
In the meantime I realize I’d never even turned it on. The keyboard lit up and the fan ran but the screen stayed black. Nothing. She returns and I tell her it doesn’t work. It didn’t want to power off. When it finally did, it took longer than it had all those other times.
After more discussion and another request of asking to talk to her supervisor she returned and said someone will phone me Monday morning.
During all the calls and all the internet paperwork and invoice attached to the box, there is no mention as to what was done with the computer. When I enquired all I was told was they replaced the graphic controller. There is no mention in their notes about the critical administrative errors, nor of the system lockouts etc.
HOW DO I DEAL WITH THIS ISSUE AND THESE PEOPLE? How to I get them to provide me with a NEW, never used computer or give me my money back? FAST. Sometimes Visa will assist but you lose taxes, besides, the retailer gave me excellent service and I do not want their reputation harmed. They tried to help. When they couldn’t they said I had to deal with Asus for first year. Warrantee for year 2 and 3 are with the retailer.
I want, deserve, and have paid for, a NEW computer. After all the hassles I wonder if Asus would stoop so low as to give me some other refurbished computer and how would I know if they did? I just want what I paid for or my money back NOW, not months down the road.
Many thanks if you can help me between now and Monday. Like I always say, No question is a stupid question and all ideas are valid. Thanks a bunch, BrokenWing.