Asus g53jw laptop tech support nightmare blues (ongoing saga)

Hi all,

I am here requesting for some help and assistance. I don't know whether this is an unusual situation or not, but let me share my story here.

I purchased a g53jw from amazon.com in November 2010. Got my notebook a few weeks later, and was happy as a clam. At least, until I found out I have issues with getting the HDMI port to work.

I've tried the hdmi port with different cables and different LCD make and models, and so far I cannot get it to work. I decided to call tech support, and they gave me an RMA on December 28, 2010.

Asus received the notebook on the California repair center on January 07, 2011. On Jan 09, 2011, the status updates to Waiting-[WF9] Wait for Customer Confirmation-NTF code, which means they cannot reproduce the error.

Calling Tech support on Jan 10, 2011:

-No problems found, technician will call/e-mail you to confirm this is the case, and ship back the computer.


No e-mail/phone call until 3 days later.

Called Tech support on Jan 13, 2011:
-confirmed correct e-mail address, phone number, wait 24 hours to call and check for status.

Called Tech support on Jan 14, 2011:
-Same deal, escalating the situation to find out what's going on.

Called tech support on Jan 15, 2011:
-Same deal, escalating the situation to find out what's going on. Wait 24 hours for status update.

Today is Jan 25, 2011. I have given them so far 12 calls and I get the same response, and I've been escalated 10 times out of that. If I were a private in the US Army, I think I've ranked up to at least a Major or a LT. Colonel at this point, given all the promotions in the last 2 weeks.

Up to today, status is still the same: Waiting-[WF9] Wait for Customer Confirmation-NTF. Nothing has changed up to this minute.

I've decided to call Bizcom, the tech company who I sent the laptop to. I found a nice lady who is willing to help me out, but she cannot do anything but forward my troubles to the tech department and have them call me. At this point, I have little faith on someone actually calling me to confirm that my laptop is ready to ship to my direction.

I received my RMA number on December 28, 2010. Today is January 25, 2011, and my laptop is sitting in Milpitas, CA not doing anything productive. I live in the bay area, and it is an hour away to drive to the repair center.


I have followed the instruction of the Asus tech support, and have been very patient about it. Even the tech support noted my patience, and the fact that I should be far more upset than the way I sound on the phone.

I love Asus products, and I do enjoy the g53jw for all its worth. I just want mine back home. If you guys know who I should go to for help and/or assistance, I would appreciate it very much.

Thank you.

 

Unfortunately, I cannot PM you here because of NBR's requirements, so I'll just respond here...

Hi, I'm the Notebook Moderator over at Asus' ROG forums, and would like to help your situation. If you would, can you please post a copy of this post over here so that I can direct this to a couple of the Asus employees who can then do something about this. Plus you can then PM us your RMA # so that we can find out why your situation has stalled.

 

Thanks, Chastity.

I reproduced the same post at the ROG forum, under the g53 board.

I have the same user name at the ROG forum, so please pm me there and I can pm you all the information you need.

 

Hi LoneEagle,

Did you ever get this resolved? I'm in a similar boat with my laptop. They even sent it to the same facility "Milpitas". I've had the exact same experience with this facility. It doesn't matter how many times you escalate, they will never contact you.

A word of warning to anyone RMAing on the west coast of the US, don't let them send it to that facility.