Asus Can't Fix My Laptop - Now What?

In June of this year, I purchased an Asus G73JH-A3 from Newegg, along with a one-year extended warranty on top of the manufacturer's one-year plan. My experience with Newegg was nothing but positive throughout the process, and I got my laptop quickly and in good condition. Less than three months after purchase, the computer began to experience MASSIVE slowdown on all programs, making all but the most basic programs unworkable. Before returning the product for servicing, I performed the usual dummy steps (malware checks, diagnostic tools, updated BIOS, factory reset with OS reinstall) all to no avail.

I returned the product first to a local Asus service contractor in early September, along with a list of the symptoms and steps already taken to fix them. They replaced the motherboard and returned the product (a common catch-all hardware solution), but upon testing, it continued to have the same problems. I returned it again, but per the contract that group had with Asus, all further repairs had to be done by Asus's service center in Fresno, CA. I sent the computer and its power cord to the address provided.

I have received a still-broken computer from Fresno three times since. A brief recap of Asus' "repair" solutions:

Return #1: Despite note from customer and contractor noting that OS reinstall already attempted, OS was reinstalled and product shipped back with no further testing.

Return #2: Upon receipt of product, Asus tech ran Furmark and Street Fighter IV Benchmark tests, claimed tests were functional (no documentation provided), product shipped back with no further servicing and WITHOUT the product's power cord. With borrowed power cord, product did indeed run Furmark and SFIV benchmarks - at between 1 and 12 FPS.

Return #3: Product returned again, with documentation of prior returns, complete list of still-unsolved problems, and complaint that power cord was not returned after last service attempt. Email exchange was had with a member of the Asus repair staff detailing problems yet again - proof was provided by both parties that product did not pass Furmark test. List of problems delivered AGAIN, along with complaint regarding missing power cord. Made every effort to convey loss of patience without implying hostility.

Asus' solution on the THIRD try: ANOTHER OS reinstall, product sent back without being tested at all following reinstall, still no power cord. Problems persist. That's three months now with no computer.
To put it simply, I have lost all faith in Asus as a product and as a company, and I want my money back. Asus' return policy is painfully obtuse, and I'm well outside the normal 60-day return for Newegg. Between the computer itself and the extended warranty, I'm out $1908.56. $89.99 of that was for the extended Newegg warranty, which was never used since I'm still on the manufacturer's, and does not go into effect until next year. I'm looking for suggestions on how to proceed now - I'm hoping to avoid contacting the Better Business Bureau, Consumer Reports, and my lawyer, but it seems like the logical next step for such conduct.

 

I wouldn't bother with the Better Business Bureau. Asus already has an F. BBB Review of ASUS Computer International in Fremont, CA
Also, the Asus phone support is completely useless. I'm still waiting on 15 promised call backs from a supervisor. Asus is the big reason I will prob be paying the apple tax on my next laptop. There is a saving grace. Call the 510 number and ask for Trinity Sparks.

 

Thank you for that piece of advice, as well as news of Asus' diminished standing with the BBB. If I may ask though, who (or what) is Trinity Sparks, and how can he/she/it solve my problems? Is that someone's name, or is it Customer Service code for "this caller has had enough of your crap"? Just asking, as my dealings with the 510 number thus far are responsible for several new gray hairs.

 

Demand a replacement. I believe 3 times within 3 months is a replacement from Asus.

 

My warranty specified a lemon clause in which I would receive a replacement after the third servicing by Asus or an authorized contractor. I expected a new or refurbished G73JH-A3 or equivalent when I returned the computer most recently. The incompetence on display by their techs in Fresno has been galling - each of the three "service attempts" done was a blend of redundancy, incompetence, and a clear neglect of previous failed service attempts. Between that, their apparent neglect of the lemon clause, and the unacceptable three-month period I have been without a functional computer, I no longer want a new laptop, I want my money back.


The other wrinkle is that the G73JH-A3 has apparently been discontinued - the model has been infamously unreliable, and Asus has quickly moved on to the next products in the release cycle. Note that factory new models of the G73JH-A3 are no longer for sale on Newegg, or apparently anywhere else for that matter. Given their prior failures and Asus' Byzantine method of advertising specs for the sub-sets of their models, I don't think I trust them to give me an "equivalent" laptop, either. But as I said, my dealings with Asus are at an end, and I just want to walk away with the money I gave them for a persistently defective product.

 

PM Gary, see If he may be able to assist you. He has been quite accessible helping us thru dealing with ASUS support.

 

Trinity Sparks is a girl who works for Asus and seems to be able to fix problems created by the notebook support team. I had an epic repair challenge with asus including them sending me back a notebook that would not even boot. On the last problem, I had dealt with the 800 number support team for over a week and was promised 6 different times that I would have a supervisor call me back(fwiw, I have NEVER recieved a call back from Asus). Trinity handled it in one phone call and actually does call back when she says she will. She is far and away the best employee I have dealt with on the phone there.

 

Update: When I gave the 510 number another call and asked for Trinity, they refused to send me into her. I explained that I had been in touch with them already regarding my problem laptop, had been bounced around the system without being allowed to talk to anyone. They then took my contact information again and promised that I would be called back soon by "A Supervisor".

At the risk of sounding like a broken record, now what?

 

510-739-3777? I talked to her today. Call that number, press 0 for the operator, and ask for her? It always works for me.

 

Refused? What on earth was their excuse?

I really don't know what the best course of action is, but I do know that if I was in your position right now, I'd be speaking to my lawyer and having him send them a not-so-friendly letter informing them that they are in breach of their warranty and demanding a full and swift refund.

 

Yep, that's the number, went to the operator, asked to talk to Trinity, refused, no reason given. Still no response from "supervisor" - now entertaining the notion that "supervisor" is fiction, and repair facility in CA is, in fact, a flophouse for illiterate vagrants. Lawyer was briefed before I started this thread, would be willing to write said letter for free (friend of the family), but suggests I exhaust all reasonable avenues of inquiry first - people tend to get real pissy when the law's involved.

What is Trinity's official title over there, anyway?

 

Have you tried calling any of their other centers? I've heard nothing but bad things about that particular one, yet others (in the US) claim to have gotten good service from Asus, presumably from a different part of the country.

Maybe one of those people could post a little more information about where exactly they called and sent thei laptop?

 

Good luck with that one. I'm in the midst of trying to get my G73JW back from the Indiana facility. They've had it over a month now, claim they aren't waiting on parts, and say that a tech was assigned to the repair. I've gone from them not calling me back twice to being told just to keep calling to check in. And I'd been reading repeatedly that the California facility was excellent while the one mine is at was horrendous.

 

Don't know her official title. You will NEVER get a call back from a supervisor. Period. Are you hitting 0 at the first menu?
And indiana is the repair facility that took a laptop with a broken touchpad, and after testing it for 2 days, sent back one that wouldn't power up. Also, sent it back covered with gunk. I was much happier with the cali repair center.

 

Best Buy has hassle-free 2 year warranty for $199. Just for future reference. This things (computers) are like 17 year old girls that like to "like" everyother other word. Having peace of mind of performing warranty is priceless. This is why I went with BST7 rather than better equiped G73 models from online stores.

I suggest you start SCREAMING and DEMANDING(not whining and no cursing(!) both important) at them. You know like a mad husband at dumb wife after 30 years of marriage. Im a foreigner, and I have found this is the best method by far(!!!) in America when customer service reps "dont feel" your frustration. Nail on: 1)$2000, 2)working hard, 3)your stressed condition and 4)effect this stresse has on your children. All these points will be conidered reasonable by most people, so they will not think you are a psycho. I GARANTEE you if you prep up nicely for such call you'll get your lap top replaced. Goodluck

 

contact asus e-store online and order the nstall discs and do the reinstal yourself. i'll bet you you've been lied to pretty close to every time. i just ordered the discs. they are only 40 dollars with 2nd day air.

if you can't get the discs, let me know. i'll be isoing mine. let me know if you'd like to download a copy of them off of me and we'll talk. i may be able to give you the solution without you having to do much. just a few things to try just to see because if the computer has just slowed down, it's probably infected and or you have entries in the registry that need to be cleaned out.