Bad experiences with Asus RMA (cosmetic damage)

I've got two laptops. One of them a non-gaming laptop I sent in for a minor repair. I got it back with scratches all over.

My other Asus, G73JW, has a dead pixel. I'm very apprehensive to send it in...

To others who have sent in an RMA. Did you get your unit back clean or did it have scratches? Was it sent to IND or CA ?

 

Just RMA an EEE PC for a bad fan and requested the Newark CA RMA center.

They did a nice job and cleaned the outside well.
No new issues....

But no paper work stating what they did to fix the issue...

I used the email system for the RMA [email protected]
I had to call first to get a RMA number made, then used that email address to get the Newark request.

 

I didn't see the Newark, CA center on this list. ASUS Service (North America)

I did notice they have a special "LCD" location, so it's probably where mine will head to... If I decide to send it in. I'm apprehensive. I need to hear some more experiences on how they handle the units in RMA.

 

Canadian experience has been flawless so far, though i don't think you can request that they send it to the repair facility in Ontario. Just don't send to the indiana repair facility, from what i've seen on the forums they are just bad.

 

That probably explains it then. The 1st time I sent the laptop in it came back with the same problem, never repaired, but with scratches on my brand new laptop.

The 2nd time it was sent in they were supposed to replace the scratched part and repair the problem. I got it back repaired this time, but with addional scratches.

3rd time I sent it in was to get the lid replaced. I just got it back, the lid was replaced with a brand new lid... that the technician scratched up while replacing it. I noticed this time the lid has several deep scratches, far worse than the "scratched" lid he replaced.

I'm sending it back again tomorrow... I'll request another RMA center. So... Add me to the list of customers who's laptop got abused by the technician(s) in Indiana.

Asus told me I can't request another RMA location, it's based on location and since I'm in the midwest it must be done though Indiana. Is this BS or what?

 

I thought Indiana was reported to be no longer used. If they insist on Indiana, ask for a supervisor/manager. Get names of who you talk to. If they won't resolve it, let me know with a PM and your RMA case number.

 

I saw something about the indiana facility being shut down, but i thought it was going to be a short while before it was. I may be wrong though.

 

I've had the worst experience with Indiana. No one would help me out, not just notebook but even just a p5n-d motherboard. If i ever have problem with them im talking to a superviser first and recording the convo. The reason being they said i said these things which i never stated. Eh it happens i guess....

 

Ok, so I thought I was making progress. I contacted Asus at [email protected] to request my RMA location be changed from Indiana to California. In the e-mail, I also explained I was having problems with poor service through Indiana.

I got a reply back today with an updated RMA location to the facility in CA, below.

ASUS Technology Services
Attn: RMA Department
1171 Montague Expressway
Milpitas, CA 95035

Ok, seems good, right? Wrong... I did a quick Google of the address and look what I found. Bizcom Electronics Inc - Milpitas, CA

Wow! Thanks, but no Thanks!

Ok, I'm obviously not sending my laptop to this place. I didn't realize Asus uses this many service centers. I simply thought it was "Indiana or CA", as it appeared to me from reading this thread http://forum.notebookreview.com/asu...m/554138-asus-indy-messed-up-my-notebook.html. So my question to members here is... should I go ahead and send a request for Newark, CA or the main (?) location in Fremont? I'm sick of Asus damaging my brand new laptop, so I'd appreciate it if anyone knows which location has the best reputation.

Note to Chastity: I appreciate your help. I called Asus to ask them if anyone at [email protected] would be able to change the location, because I noticed Hrogi suggested it in this thread to e-mail that add. The guy on the phone laughed and said "No, that e-mail is for warranty, it will go through Indiana". Well, I'm glad I ignored him and e-mailed them anyway as they were able to help, but it's just disappointing to find out the other service center is also unacceptable.

 

I RMA'd a couple of weeks ago and mine was sent to the Bizcom site. They had it shipped back the same day they got it and they changed my gpu. This was by far the fastest rma yet for me and I've had to send it in 4 other times. All previous went to the Fremont site which took no less than 3 weeks each time.

They did a decent job on the fix. They didn't ship it back in my original box though so I would suggest if you want to keep your original box ship it to them in a plain box with only the laptop. Don't include your power strip or battery. I had an asus branded power supply and I got a different one back no big deal but I liked my original asus one. Was a little dusty as well but nothing a good cleaning can't fix.

 

Your unit came back in the same condition, cosmetically, before it was sent in?

 

Pretty much. I didn't see any scratches on it. I think they cleaned my vents while they were in there too because I didn't see any dust on the inside when I double checked their work when I got it back.