Problems? See this thread at archive.org.
Hello,
I sent my laptop to RMA so that they fixed irritating problems I have had for a year.
I am G701vik user and located in EU.
So the problems were the followings
1- extreme backlight bleeding on the screen
2- keyboard F1 to F5 buttons backlight arent visible during the evening
3- distorted noise from the speaker
See the keyboard and speaker problem at youtube:
Anyway, they changed my screen and the keyboard, they didnt touch the speakers although I mentioned that this is the most irritating problem for me.
The product has arrived and what I see? The new screen has backlight bleeding even at the colorful screen so it is worst.
The new keyboard is worst than the old one now nothing is visible from f1 to f5.
In addition to that speaker problem has moved from right to left speaker. Have a look at the video for the speaker problem and the new keyboard:
Maybe the speaker problem is only because of the vibration, cables inside or something else?
Anyway, absolutely the quality check has been failed.
I sent it back today to RMA and they promised to solve the problems this time. However, I have doubts.
If again I receive a problematic product, what is next? Is there a limit that I can send it to RMA? Is Asus entitled to give me a new product if service attemption fails?
I appreciate if you enlighten about my rights.
Thanks
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IPS screens have backlight bleed, I haven't had one that doesn't, and that has been Dell, Asus, HP, MSI, both laptops and external monitors.
It's often a matter of the clips holding the display in the bezel, but those can slip during shipping due to rough treatment, and what looks good before shipping can be unacceptable after. I've shipped items that had that happen myself.
Your mileage may vary, if you get a better or same backlight bleed the 2nd time, I'd investigate (google/youtube) how to adjust the clips yourself.
To reduce the visual impact of the bleeding, I use non-dark backgrounds and to reduce the grey in black bars in movie playback I turn down the brightness (usually way too high for indoor use anyway) and via the Nvidia Control panel adjust the contrast as well as tune the gamma, check saturation too - increasing can help - I think Nvidia has boost for that as well as adjustment.
The keyboard should be easily replaceable, but it might be a design problem - no good lighting path to those keys. That might not be fixable...
There have been a couple of subwoofer rattle fixes in software over time that I have used, that amount to not overdriving the sub. Look at audio settings to reduce drive to the sub, don't have a screen clip handy right now but I used to for the G750, and when reducing drive from 100% to like 80% the rumble / rattle goes away, and there is still plenty of bass presence.
The same goes for treble, stop overdriving the speaker, cut off high frequencies to help debug the source. It might be audio processing software overdriving too. Check your balance to make sure it's centered.
If the speaker problem moved, it might be loose in the mountings, as shipping shifts things around when getting jostled, so the one speaker could be seated now and the other one is loose, so another mitigation that works for some is to get some audio bunting (used as damping in full sized speakers with cabinets) and pack it around between the speaker and the plastic retaining structure - so it vibrates against the bunting instead of the buzzy plastic.
As far as RMA turnaround's before a replacement, I think you'd end up with the same issues, so look to my comments above first. Usually it's after the 3rd RMA that Asus will entertain swapping you a refurb unit - also not recommended, as they may have other issues.
It's one of those laws of diminishing returns, your laptop isn't overheating, isn't flaky (crashing), has good performance from what you say, and the problems are "minor" or "cosmetic", so better to mitigtate those issues rather than throw money and stress onto a pile dealing with them.
There's an old saying, "Three moves are as good as a fire", referring to the losses being equal, the same goes for shipping 3x.
Every time you ship your laptop something else might break loose, or it might sustain real damage.Last edited: Apr 15, 2018PredatoR_TR likes this. -
Well, basically yes. My problems are more cosmetic and minor stuff if we compare with some big problems. The thing I can't accept here is that a laptop which had a price tag of 3500€ shouldn't have these kind of problems.
Backlight bleeding of my screen was the less important problem for me. I asked from service that if it won't be any better, keep it as it is. They changed and now it is worst. That creates an issue.
The most irritating problem was the speakers because this computer has weak speakers so generally an end user should use speaker a 100% on. However, my speakers gave distorted sound after 50%. The service didn't accept that first but now at my second RMA, they diagnosed that my speakers are broken so they order new ones, for this reason I am still waiting my computer. It is already 10 days. I hope the new speakers are good and I will hear a solid sound (with equalizer on as well).
I think the keyboard is an issue for almost all G752 and G701 series around 6-7 out of 10 has the same problem. I found many videos and some topics on the forums. The replacement was also worst than original and I hope this time they will make a good quality check and it will be a normal one. It is the easiest one to fix as long as quality check is good.
I will let you know with the outcome. I really wouldn't want to send my laptop for the 3rd time to RMA. I wouldn't say no if they would offer me refurbished G703VI tho. My minor problems with speakers and keyboard and partly screen definitely does not exist at the newer model.
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Yeah, that's what I thought would happen, all of those things are as good as they are going to get.
The keyboard is likely the same for everyone, it's in the design.
The LCD bezel doesn't make much of a difference - it's the fastening clips under the bezel that impinge on the display and cause the spray of light - try lightly pinching the bezel at the corners and in the middle of an edge to see what I mean.
The only time I've seen a different model offered is when your model is no longer made and they have no refurb's in stock, otherwise you'll be offered a refurb of the same model.
But, again, often there is no fix for certain "annoyance's" - they are in every unit +- some variation, and if you get a refurb you'll end up with a real problem along with the other issues still there.
It's unlikely you'll get a better screen with less backlight bleed, that's just the way IPS screens are for the most part. I think I have received one "Golden" screen over the years, but if you got the room dark it still had the bleed, it was just down low enough that under normal office lighting you won't notice it, unless watching a movie.
IDK what to say, but see if reducing the brightness and contrast help enough to make it livable. I know the first time I had one I eventually stopped noticing the backlight bleed - changing desktops from dark to colorful and variable in texture helped a lot - and since then I know what to expect from IPS screens.
Sorry you are unhappy with it all, and if you can try to work out keeping what you have, if you roll the dice on a refurb it's just as likely it'll be worse as it will be better.
KY_BULLET, PredatoR_TR and Aivxtla like this. -
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It depends on what that HQ has on the "sales shelf" as to how you can spend that credit... maybe call that HQ first and ask what inventory they have available - how much credits specific models "cost", and how often new items become available if you want to wait for the next round of laptops to cash in your credits, all before sending in the laptop for the credits.
Kinda like the "game arcade" how many "tickets" do you need for the "Super Soaker 5000"
Is the current laptop really that bad? You may be trading the "Cow" for a sack of "magic beans"...PredatoR_TR likes this. -
Hi,
Can you explain me a bit more? So it is not actually something like a ''total refund'' or same or superior model replacement for my product?
The CPU, GPU and all other main core parts are okay. The thing is here that this is a premium laptop which cost 3500€. I also had G750JZ which cost me 1500€ back then and it didn't have any single issues. Within 3 years I spend 2k€ more but I get irritating sound, screen and keyboard problem. I had also GL702VM which was returned as DOA. Even that model didn't have any keyboard or sound issues like I suffer with G701VIK.
Anyway, if this credit swap form thing won't give me something superior or money refund, I will send my laptop to RMA for 1 year more till my warranty finishes. Maybe I will be lucky to find a decent keyboard at 5th or 6th replacement.
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Vendor credits vary, you need to ask Asus how it works for them, that was the focus of my last post, to suggest which things to ask Asus to get an idea of how you can spend your credits, and what you can get for the credits you are getting, and if there is anything you actually want for those credits available at the HQ near you.
It's rare to get cash back from a vendor, only from a seller can you get cash or store credit that spends more like cash - the price of the thing you bought gets traded into a cash value you can spend at the seller, and if they have a wide inventory you will likely find something you want.
Vendor credits are usually much more limited, only spendable on vendor hardware for one, and only spendable on items on the shelf - refurb inventory varies greatly.
Find out how much you are getting in credit and how you can spend it and what you can spend it on. In my long experience, I haven't had that turn out well, usually it's crap noone else wants that is sitting on the shelf ready to go, otherwise you have to call every day to find out what's come in today, and you will be competing against who knows how many other people in the same position as you.
So I would strongly suggest reconsidering your current laptop, or try RMA one more time before entering into a credit swap.
For cosmetic or display backlight defect RMA"s, usually I hear from people their original first laptop was the best, sometimes it takes 2, 3, 4 turn arounds - I'm thinking here of mostly Dell / Alienware, not Asus. The problem that usually increases the number of turnarounds are shipping damage and laptop swaps that come with functional problems in addition to cosmetic imperfections.
Every model run is a new world, so you can't necessarily bring forward the experience and apply it, especially with different CPU, GPU, supporting parts and form factor.
Every device made has plus's and minus's, even the G750 which was great had better or worse models in the lineup, but none of them I had - 5 - had problems that would cause me to return / RMA them for, so I agree with you on that model run, it was excellent.
It sounds like this model has some imperfections across all the units - like every laptop model I've ever had, so if you can't live with those specific issues - all of which I've had in laptops to some extent and lived with ok - but everyone has different tolerance levels - and it can vary depending on the functionality you need or want from the laptop.
If it's a work device generating end product all that matters is that it produces, if it's not a work device and the focus of attention spent on the laptop ends up being the laptop itself - that can lead to idle annoyances focusing on the laptop as a work of art vs a tool - kinda like the difference between a work truck and a work of art.
I've found price has little relation to satisfaction, you are leveling up in cost for individual components that put together comprise a $3500 unit that presents itself the same as the $500 device, if it works it should be good, unless it's a piece of art, then any little imperfection will annoy.
I don't buy art, I buy tools, so my perspective might not be applicable to those that buy art.
The best example of that was / is Apple Computers. I bought them as functional tools for years, for their software and ability to program - generate work product mostly - and as long as the hardware functionality was pushing the performance edge - enough to be functional, I was happy with them.
When Apple Computers gradually became "art", tools for posing instead of producing; the functionality slowly drained out of them as their performance dropped off the edge of a cliff. Starting with thermal throttling in the beginning - then as older and older parts weren't upgraded to keep pace with current performance technology, the sales continued to those that bought them as "art", they looked the role but didn't perform it any longer.
Once Apple did this they could charge anything they wanted, irrespective of functionality, so they could continue reducing the cost of all the components while keeping the image of functionality and charge the same or more and more.
This has trained people to be too critical of looks, instead of being critical of function. It's a real loss to critical thinking and may be behind the complaints over what I consider innocuous cosmetic flaws vs actual performance of function flaws.
Asus is usually focused on performance and core functionality, and if the keyboard light doesn't make it to the Function keys evenly, it's not even on their radar.
IPS Screens have bleed, the fasteners are fiddly and shift in shipping, and it seems to be a problem that Asus fixes at the design level and not at the build or QA level, I'm used to it and it doesn't bother me, but it can bother others that focus on the object instead of it's functionality.
For me I solve the IPS bleed problem rationally, I tune the display - change the screen profile, reduce brightness to functional settings - same for contrast, tune what I present through the laptop - don't use predominantly dark backgrounds on the screen and instead change to colorful images, and I find a video player that does a good job of balancing the brightness in dark bars when viewing video that doesn't fit edge to edge - corner to corner.
I find a way to make it work, rather than buy another screen.
Kinda like those golfers that are constantly complaining about their equipment instead of playing enough and experimenting with their technique to fit the equipment - the only way to improve and be satisified with your performance through the equipment. You can't solve the problem by changing the equipment, you have to adapt yourself to the environment.
I've spent a lot time over the years trying to help people that can't seem to become happy with any display, none are perfect so they rarely are happy and are constantly swapping laptops or worse swapping screens, incessantly for some.
I don't have the time or interest to dedicate my life to find the perfect display, it's not worth my time - not the focus of my existence, I have too much work to do, I am not viewing the display as an object, I am viewing through the screen at the object of my focus.
I've found that those that focus on the laptop as the focus of purpose are judging it all as art, vs looking through the laptop to the objects - of work / purpose focus that I assume they bought the laptop to perform.
This may be the problem. People that buy a laptop without purpose end up without purpose or focus after getting the laptop, so the focus comes back to the laptop imperfections.
For me things like thermal throttling - solved with undervolting and fan curves for the most part - are my main focus to get the tool functional so I can get back to work or fun, why I bought the laptop. That is a quick thing to do, and if it fails to be tuneable without pulling apart the laptop, I send it back for one that will work out of the box. I don't have time to rebuild a laptop that I can't tune with software.
For me a functionality failure is pretty much the only thing I will return a laptop for, every other imperfection is the character of the laptop, that makes it unique in the long expanse of laptops I've owned.
But, if you aren't happy, find out why, maybe it's not the laptop that is the thing that needs focus and attention?
Last edited: Apr 25, 2018PredatoR_TR likes this. -
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That's interesting, I don't think I've heard of vendor credit's spendable at a reseller, if so I would imagine it's limited to Asus hardware, and if you are able to order through that reseller - not just limited to what is in stock - then you can get any Asus product you like, maybe even add funds to reach for the next level up product.
Please let us know how it works out
Last edited: Apr 25, 2018PredatoR_TR likes this. -
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Got email from Asus yesterday, that part for my laptop is going to arrive on May 10.
Took their repair center 8 working days (!), to find out what part need to be replaced.
![[IMG]](images/storyImages/tt0.gif)
Spartan@HIDevolution and hmscott like this. -
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My laptop returned from 3rd RMA (after almost a month in service) and not only isn't fixed properly, they make it worst!
CPU overheats now to 100C in seconds, after running video converting soft., mesh on sub-woofer (bottom panel) has disappear and they send wrong power adapter with laptop!
I don't know what they smoking in Asus repair center, but for sure is damaging their brains.
![[IMG]](images/storyImages/50b842f5.200x.gif)
Last edited: May 17, 2018hmscott likes this. -
Now what?
Third times a charm?
What's Asus going to follow up with for a 4th visit?
Sorry about your laptop, I hope Leslie Neilson and the gang at Police Squad were able to cheer you up a bit.
Last edited: May 17, 2018Ifrin likes this. -
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Thanx, good luck to you to. My advice, take the money and run (from Asus products).
My laptop is going for 4th RMA, they refused extend warranty. Maybe they don't pay their workers and FexEx for shipping, so RMA is better deal for them.
But, because of that, they got one very "pissed off" costumer...
![[IMG]](images/storyImages/20aa.gif)
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My "horror story" with Asus service continues...
Got email from Asus today, that I have to pay for 4th RMA (because my warranty runs out).
I have to spend almost two hours (on calls/emails) to straiten their brains out (in Customer Service) , so they understand, that laptop is back in service, because their Repair Center incompetence/negligence.
To everybody reading this thread: Please give yourself a favor, don't buy anything from this sh*** company, because if breaks, there's a big chance that you will go thru "hellhole called Asus Customer Service" (and it's painful).
![[IMG]](images/storyImages/introverts_2.jpg)
Atma likes this. -
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My laptop returned from 5th RMA (yes, fifth!) and not only wasn't repair properly, those "incompetent bastards" from repair center make it run worst.
Now GPU runs 6-8ºC hotter than before, and Light Bar doesn't work anymore...
![[IMG]](images/storyImages/tumblr_oagwgx_Fbe_U1vunhl7o8_250.gif)
Looks like 6th RMA incoming!
Don't buy anything from Asus people, you may deeply regret that decision like I do.hmscott likes this. -
Asus RMA experience and my rights
Discussion in 'ASUS Gaming Notebook Forum' started by PredatoR_TR, Apr 3, 2018.
