ASUS g73jh problem (with ASUS support)

I signed up with these forums after having lurked them to get information on the g73jh, a great computer.

Limited time to type this up, so a quick summary, as I want some opinoins.

Computer was sitting on a desk, not doing anything but be on, fans running quietly. It randomly turns off, as if there was no battery and the plug was pulled.

Nothing can be done to get it to start back up. (My job = computers)

Call ASUS, we run through the typical support stuff, they determine it needs to be sent in. I send in the computer, lose contact with them for a month, keep sending them information requests, and finally get the laptop back.

The laptop turns on, and works fine, but there are some noticable differences.

1. Rubber feet are missing off of the bottom of the unit.
2. White goo is dripping out of the seams of a few areas of the laptop casing. (Where the components are housed.)
3. I noticed significantly more screen-bleed then usual, and that, when the monitor was powering on, where the "blackness" of the screen is, there are stripes of gray. (I saw the same thing happen when my ex beat the crap out of my last laptop. She literally put it on the ground, and heel-kicked it over and over again. Another story for another time.)
Anyway, I was wondering what happened, then I tilted the screen and noticed a giant handprint that had pushed into the center of the screen. My guess is that someone at techsupport smashed the screen hardcore with their hand.
4. The fans are crazy loud now, running on medium-hard even when the computer is just sitting. (Before, it was dead-quiet, but running, and ramped up when it was stressed, as it should.)
5. The keyboard no longer sits correctly in the casing, despite attempts to snap it back into place. I have not really messed with it, as I want to keep it in the exact condition as I got it.

So I send in a good laptop, only problem is it wont turn on, and I get back something that seems to be horribly mishandled. They replaced the mobo. Which I am assuming is what is making the fan run hard, but the goo, screwed up screen and missing feet? ?

My question is, should I be upset? (I am upset, but is it *legit*?) I feel like a paid a lot for this laptop, had it for a few months, then got back damaged goods. Again, not complaining about support being unaccessible and taking a month to get the laptop back. Whatever, it is typical support fanfare. But I was not expecting to get a laptop back that was in worse condition than what I sent in.

I sent in a support request about this via their online support form and email. (Like I did for the first RMA.) But they said now I have to contact their support phone line instead. Which I have yet to do. (I was in the process of getting a new job and moving to a new location, so I have been sitting on this for a few months. Which is bad, but I needed the computer for moving/job, and could not afford to be without it for another month, and it is funtional.)

Anyway, I plan to call the support number, but I am not sure what to do other than complain. I am not happy with the laptop, despite the fact that it works. It runs, the screen works when it is on, it is missing a few feet, but it works, etc. But I have this feeling like it is going to go out, and I would *like* to get a replacement. I was "hardcore upset" when I got it back. But time has passed, I feel better. But I still want a replacement.

Is this an unrealistic request?

 

You probably are going to have to send it back in to get it fixed. Complain to a supervisor about what happened.

My RMA went about the same but it was put back together ok, but with crazy loud fans also. I have no idea what's up with that.

BTW, I had the same thing happen once when the power cord got knocked out with no battery. I fixed it by pushing the reset button on the bottom of the notebook for 30 seconds with a paperclip.

 

Nah, your suppose to be the happiest person alive to have been able to get your laptop back in working condition even though its in a much more crappier condition

Seriously... were they thinking when they sent it out LOL!

Asus tech - "ah crap, I broke something trying to open it up. Damn it, I'll just patch it together with some glue. Ok, got the laptop booting into windows....k, its fixed., time to Play some Black ops on the mans computer. I'll uninstall it when I'm done (looses track of time and played for 25 days). ah shoot, I fell on the mans screen hand first. O well, I'm sure he won't notice it.....Ok, time to open her up again and fix the fan and send it off without no one noticing cause I screwed it up. Hope I don't get fired for this."

 

This is why I'm getting a desktop instead next time.

 

Good luck getting a replacement. Many others have had many more problems with asus support and got no where.

I'm not saying don't try, I'm just saying don't get your hopes up.

 

If my laptop goes down for some reason, I'll send mine to powernotebooks or gentech to fix it for me xD

 

powernotebooks fix computers?
i don't think so
let me tell you my story which i've mentioned Xellon in your post that my laptop turned off and didn't turned on like fondue's

i was in the USA for work
after work i bought G73JH-A1 from powernotebooks
and i was happy ofcourse
before i came to macedonia i've used it there for about 2 weeks and everything was fine i loved it ... i didn't played games so i wasn't aware of the GSOD
ok let's get to the real problem i've got into
so the day for me to fly to macedonia has come
i had a lot of connection flights before i get to macedonia (becouse of the bad weather)
and i had to wait a lot of times to the airports for the next flights...
so i plugged my laptop at the airports and played games to kill the time
while i was playing at the airports for around 1 hour (SPLIT SECOND)
i turned off the game (no GSOD) and wanted to shut down the computer and before it shut down it gave me a BSOD and it shut down...
when i wanted to start it again nothing happened... i started to sweat myself ...tried every solution i've remembered...(took the baterry out then plug it again but nothing happened)
at that moment i was freaking scared (1600 USD and i didn't even used the computer for 1 month)
so after 2 hours at the next flight i've tried googling the problem and also i have contacted Donald from powernotebooks but he told me to bring it to some asus centre like i don't care we just sells Asus computers and after we got your money we don't care ...that's asus problem (okay i thought he was like that) but the guy was nice but he couldn;t do nothing

i tried also on the back of the laptop there is a small hole and a small button deep inside (don't know what exactly does)... probably reset bios
but none of that worked

ouu yeah i forgot to tell you that when i put the adapter in the power supply the led diode is shining green right ...well on my adapter started to shine green and after a few seconds it turns off....

so here i am at the 3 flight after many hours with my non working G73jh in Paris
and i plugged the adapter in the power supply and in the laptop and it started
wohoo i was so happy then...and i still can't figure out what was the problem
no power supply?
the adapter freaked out somehow?
the laptop activated some safe mechanism?
did the small button on the back on the laptop helped?
i don't know
but from then i had no such problem

sorry for the long post

 

aw man, that must of sucked. Well, I've read most users say it may be better to let gentech handle things like repasting, etc but I really haven't done my research on if those retailers could fix a laptop.

Well, Donold said repasting wouldn't be a problem when I bought up the question a while ago so I'm assuming they know what they are doing. Honestly, I've heard a lot of bad stories with asus screwing things up.

 

@mite_jan you probably did the best you could, using the reset hole and maybe taking the battery and AC out would probably clear that bad power state. I got that once or twice on my G73, I can't pinpoint why it happens.

 

Getting it fixed through gentech? I purchased mine from gentech. Do they offer warranties and fix things themselves? (They were a great supplier, answered all of my questions in a timely manner, etc.)

Anyway, I will try talking with ASUS to see what can be done. (I have no choice *but* to talk to them, since the online support will not respond intelligently to my messages.)

 

Perhaps someone who has done it already can tell u more but yea, reading though the threads here, I heard that they do a good job.

 

This.

It's endless hours on the phone and incredibly lengthy RMA's.

 

You can skip the phone frustration if you just want to keep RMAing it - especially good if your state has a lemon law clause - keep the paperwork they return with the laptop that says what was fixed.

If your state/province doesn't have a lemon law, talk to your reseller, and try to get them on your side. If you bought from a sleazy salesman at one of those teenage-staffed, overstocked but underinformed businesses that gets all the crazy foreign stuff but is franchised out ... (canada computers, I'm looking at you) you're really SOL. At least at futureshop, you could talk to a manager and threaten to talk to corporate.