*BEWARE* Asus WARRANTY is HORRIBLE

Hello everyone,

Just wanted to share my horrible experience with Asus Warranty Service.

I had an accidental spill on my G73JH and called Asus Warranty, since my laptop wouldnt turn on. They gave me an RMA number and told me 10-15 days to return the laptop to me. I had to go out of the country to Chile for a few months for work the day it was supposed to arrive, so I decided to do overnight shipping so I would get it before I left.

Well I sent it out overnight delivery out of my pocket to make sure it got back on time. I kept calling to check the status on my notebook, and they were not informative at all. The RMA website to check the status said they had not received the laptop yet even though my shipping tracker said they had received it 3 days prior. Finally when I called again it was updated.

Well they sent the laptop back, supposedly its 2 day shipping back. Instead, when I was tracking it, it ended up being 3 days and was right on the day I had to leave for Chile. So I had to pay to change my ticket for the following day.

I got my laptop and when I ran the hardware check, I noticed one of the 4 RAM pieces was actually DOWNGRADED:

Went from 4x 1333 Mhz (PC-10600)
to 3x1333Mhz and 1x1066 Mhz(PC3-8500)

They replaced my Motherboard, GPU, and LCD screen. However, they did not note any RAM replacements on the log of what repairs they have made.

In addition, my Laptop has degraded performance significantly. I play WoW and even on the lowest graphic settings with the replaced Radeon HD5870, and it locks up on graphic intensive fights. This never used to happen before the warranty repair. I also get gray screens of death, and rattling at the rear of my laptop.

I called back Asus Warranty number and spoke to a customer service rep, who told me that theres nothing they can do unless I send it back. The problem is I had told them I was going international for a trip before I even sent it in, in which I need the laptop and I cannot go without it. So after I told hiim that, he was giving me some attitude even after I was explaining that to him calmly.

So after a while, I finally got transferred to the suprivisor. This suprivisor, whos name he claimed is 'Ricardo N.' also gave me attitude and told me that they must have made a mistake. And after telling him I was in Chile and couldn't be without my laptop for so long, he didn't say anything other than this time they wouldn't cover the shipping since I was international.

So now I am stuck with a downgraded laptop that works half as good as it used to, and also locks up with a gray screen of death. And I'm asked to send it back so that they can fix their "mistake" while paying for shipping both ways. And if they can't fix it the first time, how am I supposed to know they will fix it the second time and not make "mistakes?" And also putting up with customer service personnel that sound like it's a hassle to deal with me.

BEWARE of Asus Warranty. It is not only horrible, but they will return your system downgraded and a shade of the performance it used to be.

 

DOUBLE POST, please do not double post in a forum. I don't care how pissed off you are. MOD please close

EDIT: ok it's been fixed

This is a classic case of a really bad time. EVERY computer company has spotty situations like this. BUT it is not OK to say that they have terrible warranties, was it right that they downgraded your ram? no it wasn't, and I'm sure they will fix it when they get the chance. but you also have to realize they can't accommodate their whole process to you. you left the country, that isn't their fault. I would just go back, tell them you are fed up with what has happened, ask for the manager again, and this time let them know that they need to rectify this, you paid for the laptop and the warranty, you deserve to have this dealt with.

 

Sorry to hear about your problems, unfortunately this is nothing new with Asus warranty. If I were in your shoes, I'd wait until I got back to the US, ship it to them for repair once more and then sell it and never buy Asus again.

 

Yeah, the double post wasn't on purpose.

I realize that they dont have to accommodate the whole process for me. But I do expect that a company like Asus own up to their mistakes. When I send in a laptop for a warranty repair. I expect it to be REPAIRED. Not downgraded, and repaired with components that have completely changed the performance of the laptop. They should run tests before they send it back, and went against their own policy of "replace with similar part or better."

I also do think it is "OK" to say they have horrible warranty, considering the way they treat their customers on the phone, especially a supervisor. And the downgraded ram is just a big middle finger to me, their customer.

 

Asus has probably the best warranty in the industry, *especially* considering the price.

I've had a terrible experience with my g73, having to RMA it several times. But every other asus computer (and I've had many) have gone in for "rma" work near the end of their warranties and generally come back in perfect condition with new batteries (no wear) and such. They've even swapped out the topcase of a netbook for one without scratches.

My g73 experience was TERRIBLE, but again, they're generally great.

Seriously? Your laptop came back "slower"? That's strange. And doesn't sound like a hardware problem.

 

Yeah, I've learned my lesson with Asus. First and last Asus I'll sink my money into.

 

They probably changed out your board with memory already in it, some G73Jh models shipped with 1066, see halfway down this post: http://forum.notebookreview.com/asu...een-best-buy-g73jh-we-may-have-found-way.html

That doesn't excuse it at all, I'm not trying to defend ASUS, so please don't take this the wrong way.

 

Agreed, what company gives you 2 years of warranty out of the box and 1 year of anccidental dammage...NONE!!!

Warranty is AMAZING. Youre experience is a bad luck, maybe the tech was a nerd with big bottle bottom glassed and put it a bad ram. In any case, i've had my G73 for 1 year and a half and i never had a single hardware problem, all the GSOD or BSOD were fixed updating drivers...i love my asus and because of me, they are a couple thousand dollars richer because 2 of my friend got a g73 because of me

 

Ricardo N...LOL I spent 2 hours hours on the phone with this tool before. He ended up calling me names and hanging up on me. The not checking your computer in for weeks after they receive it seems to be the normal as well.

 

Funny. I talked to this guy too. He told me that ASUS did not receive my warranty confirmation. About an hour later of me freaking out, he found it... and made it seem like it was no big deal that he just made me worried and stressed. Sounds like you're doing a solid job there, Ricky

 

What happened probably is that the tech used a mobo that still had 1 memory chip in that one slot on the fron of the mobo, and only replaced the 3 slots on the back. I'm going to PM you some contact info.

 

I sent mine in to repair the terrible trackpad (jumping, unresponsive, random zooming) and received it back relatively quickly to find that not only had the trackpad not been fixed (looks like it was replaced but with the same issue) but I now also had screen damage in the way of light bleed along the middle of the screen. The case also now "snaps" when gripping the right side.

I sent it in again maybe 2 weeks ago to address the now 3 issues... I've received it back with a new screen that instead has light bleed along EVERY EDGE of the screen. The snapping is still there. The touchpad has worked so far but I've tested it maybe all of 5 minutes; having gotten fed up and bought a new laptop, I just don't care to touch that black beast of frustration.

Now I'm debating whether to harrass Ken at Gentech again (who has frankly been kind and helpful through this whole ownership) to try and get this issues fixed, again, or just try to sell it off and pretend the issues aren't there.

It's great that they have a 2 year warranty and all, but hell if it hasn't been needed every step of the way (all the way back to the GSOD driver stuff). This laptop is riddled with issues, and it feels like RMA repair supply is just swapping your bad parts with other peoples bad parts. =/

 

Reading all these bad experiences, it seems the main problem is ASUS swapping parts without asking the owner's permission first. Like how people sent it in to get the touchpad replaced to find that their screen or keyboard got changed too.

 

I RMA'd 3 times so I feel your pain.

But downgrading your hardware without consent is on the borderlines of malpractice...

 

No complaints here, on the contrary!

My G73JH totally dead 2 weeks ago, RMA to Asus Servicecenter, Bangkok, Thailand.

Got it back today, new Mobility HD 5870 installed, and the same RAM, 1333 Mhz!

 

From my personal experience (wp90) assus warranty is only good in principle. My latest RMA I am still waiting on, they got it on January 30, 2011. I cant get an answer from them on when I can get my machine back. IF they cant fix it they should just say so

 

My problem with asus is trying to get my g73jw registered. I have made 3 phone calls and i was told they are escalating this to a supervisor. I simply just want to register my machine.

 

@bytor if you're talking about the regular warranty (not accidental) just go here ASUS Member Login and put in your serial number after you've logged in (or created a new account).

Also see http://forum.notebookreview.com/asus/487940-asus-rma-warranty-guide.html

 

thanks for the reply. i am talking about the ADW. I have a a case number for this and i am waiting for a response from asus.

The one thing i agree with is a 1 year accidental and a 2 year regular warranty on electronics is pretty darn rare.

I have read a lot of post about RMA's needed for repairs and it seems like the warranty is almost always honored.

 

Every company has issues. You think your Asus story is bad? I won't bother you with all the details of my Alienware story but its worse.

Long story short, I got a replacement system from them but it took 6 months, several visits from techs, being on hold forever with support in India with people that have no idea what they're doing and all that for a warranty that I bought for $300.

I actually bought the G73 because I needed a laptop when my original M17x was having all sort of issues! So far the G73 has been perfect.

So for me, I'll be very hesitant in the future spending the amount I paid to buy another Alienware.

 

woohoo after 7 yes 7 phone calls and 2 weeks i finally have my g73jw warranty registered.

 

My G73JW-3DE was kept for almost 6 weeks.

They told me on the phone that "3D did not exist in Asus laptops" and that I had to "plug it into a 3D tv for it to work", when I called in with 3D tech issues. About a month later, the HD and the 3D built in emitter failed.

Machine was kept for 6 weeks and I spent at least a few hours on the phone every week. Some of the worst service I've ever had with any tech item. This was during a semester, so I was forced to buy the M11X since I had no computer.

My M11X had an issue last week. Called up AW and the tech was at my house the two days later (couldn't the following day b/c of work). Fixed the issue within 30 minutes with the part. That's true/real service.

 

Well... so far I've RMA'd two Asus machines - a G51VT and my G73JH - and none of them took more than two weeks from the moment I sent it to the moment I had it back.

I guess there's good and bad experiences. I've had a great custumer service when I've needed it.

 

I had my g73 fail during a semester of MA work, and had it in and out of repairs for almost 3 months. This was after 2 months of purchase. I had to stick with the office desktop and my netbook, and I'm still frustrated that they offered your money back but I had no suck luck... *anger at asus*.

 

I think we need to speak with ricky N's boss!!

what state is the RMA office at? I have to send mine in tomorrow and would hate to deal with this guy!

 

Sorry to hear about your problems, but this is another example of why I will only get an "On-Site" warranty.

Just keep bugging them and don't give up. Their purpose is to delay your repair and hope you go away. As long as your persistent, you'll get it resolved.

And as others have said, the problem relates to all manufacturers. For the most part; ASUS, Toshiba, Dell, HP do NOT do the repairs themselves. They all hire the same subcontractors to repair the laptops [I know not true in all cases].
A big common-denominator is "Service Net". They're one of the bigger laptop repairers hired by the big manufacturers. I wonder who ASUS hired to do their repairs?


Oh, and the ASUS warranty is great (on paper), but if people didn't already know, any laptop bought at Costco (regardless of brand) comes with a 2 yr manufacturers warranty (HP, Dell, Toshiba, ASUS, ACER, etc...). So consider them the next time you buy a laptop.

Good luck

 

Asus warranty seams fine on paper... 1 year accidental, 2 years regular (for US, for us in EU its just 2 years regular, which is what all the electronics here have).
But when they cant solve your problems (ones that shouldnt be there to begin with) it doesnt matter what kind of warranty you have.

 

I had a problem with the touchpad on my G73JH (skippy, nonresponsive) and so I took it to Best Buy and showed the guy there what was goin on. He said he thought it was a hardware issue and they had to send it in to get it fixed. I said "OK" and about a week and a half later I go to the store to get my laptop. the guy across the counter says, "I have some bad news, the repair center said the touchpad is working fine so they didn't replace anything". obviously the people at the repair center don't know what the hell they're doing because you start my laptop for like 10 minutes and the touchpad will act up.

 

In repair speak:

works = mouse pointer moves

works properly = !?!?