Asus offered an "identical" G73JH in lieu of RMA'd G73JW

I received this Godfather-esque offer last night that I'm sure they don't want me to refuse and was wondering if any other folks who have RMA'd a G73JW have received the same, in my opinion, bad offer. In my case, this was after over 7 weeks waiting for a replacement JW mobo and GPU to arrive from Taiwan, which still haven't, but that's covered in another thread. I don't intend to accept the offer (although I appreciate them making one in the first place), since we all here pretty much know that it's not identical. I don't intend to argue the merits of a JH vs JW here, but wonder how this impacts anyone needing a G73JW RMA for certain parts anytime soon. Does this mean that this is the best Asus can do for owners they know will be waiting a long time for parts? Would this give you pause as someone about to submit an RMA? And what are your rights, under warranty, as a user who would want a refund if they can't get a substitute greater than or equal to the system they RMA'ed in a timely manner? Yes, many have had long RMAs, but not everyone knew they'd be egregiously long in some cases. What's the best course of action someone could advise a user to take who ends up in a position like mine? Or whose computer recently died and is about to submit an RMA? I did read a great thread on what to expect out of the RMA process in general, but this starts to get into that hazy area. While I've made my decision, I just want to make sure my fellow users know what pitfalls exist.

 

You have absolutely every right to request a full refund or another JW. JH isnt the same computer as what you purchased. The offer is nice but if you dont want it then you dont want it. If it was me i would demand a NEW JW or a full refund and i would contact [email protected] . A 1700$ computer shouldnt die after a few months needing a motherboard replacement.

Just noticed the 7 weeks part. At this point i would want a full refund or a new computer over-nighted to me. My experience tells me if you want to speed things up you need to bypass the first customer service reps, go directly to the sups and HQ hence the trinity sparks recommendation.

 

Agreed, and I've got another manager I've got contact info for, too, who may be of assistance. I'm sure I'll get my stuff resolved, I just want to make sure others know not to take such a thing lying down since they have the right to get what they paid for, a proper replacement, or a refund. Sometimes buying things with certain credit cards can provide an additional layer of protection.

 

I went thru the same thing. Kinda. My 2 1/2 year old G1S died due to the faulty 8600m. Out of warranty, they repaired it for free. The repair lasted a week. Sent it back in and it took me two months to get a new g73jh as a replacement. I didnt pay a dime except for the shipping cost of my g1s.

If i had listen to the first reps i would have had to pay for the repairs and had no way of getting a non-faulty replacement. You really need to push for managers and Asus HQ, resorting to legal action if necessary. Be clear and be firm about what your expectations are. The customer service reps job is to cost Asus as little money as possible.

 

When my G71GX-A1 was in the shop, they tried to offer me "identical" replacements too. G71GX-RX05 and I think a G71GX-X1, which I was a bit insulted by.

 

Somehow, they seem to consider anything identical so long as it has the same chassis, ram, hd, and optical drive while ignoring all the subtle yet important differences. Then again, they were basically trying to pass off an ATI card as matching an nvidia in my case.

(Wow, I've hit 100 posts already? That was quick!)

 

Well really that 5870 is slightly better than the 460m but I agree that if you payed for the nvidia GPU you should get nvidia as your replacement.