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    Finally Official

    Discussion in 'ASUS Gaming Notebook Forum' started by Chastity, Sep 18, 2011.

  1. Chastity

    Chastity Company Representative

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    As of Friday, I started working Asus' Customer Care Division. Trinity is my trainer. :D Now I have to get accustomed to the many facets of the RMA process, plus watching what I say. (They didn't appreciate me remarking about the RMA techs and suggesting to people to open their laptops.)

    Asusrog forum readers would notice the "Chastity@ASUS" moniker. It's funny, they call me Chaz in the office. :)

    Anyhoo, you can consider that NBR has a Asus rep working this forum, and I'll try and provide peeps the best help I can. And no, you cannot call the regular RMA line and ask to have me do your RMA. I get involved after the job goes through the normal RMA process first. Then again, I have a bit of discretionary power, so we'll see about taking care of the more unusual stuff.

    If there is anything that people need to know are have done, feel free to post here, or PM. If issues become an RMA issue, then I'll move the conversation to email and get you setup.
     
    Chastity, Sep 18, 2011
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  2. BumbleBoner

    BumbleBoner Notebook Evangelist

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    Congratulations. Hope this restores some faith in Asus.

    Chastity for Change!
     
    BumbleBoner, Sep 18, 2011
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  3. Hedonist

    Hedonist Notebook Evangelist

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    Congrats Chastity!
     
    Hedonist, Sep 18, 2011
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  4. Kingpinzero

    Kingpinzero ROUND ONE,FIGHT! You Win!

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    Congrats Chastity! Well if I may ask, can you get some informations about a future bios update for G53SW? Asus seems quiet about it; althought we rely on ThrottleStop for the throttling issue I think that a bios update could fix it?
    Many thanks ^^
     
    Kingpinzero, Sep 18, 2011
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  5. scampupy

    scampupy Notebook Consultant

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    Congrats :)
     
    scampupy, Sep 18, 2011
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  6. lopes16

    lopes16 Notebook Enthusiast

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    This would be very good. My G73Sw could use a new bios as well, so we can stop the throttling.
    Congrats Chastity.
     
    lopes16, Sep 18, 2011
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  7. Der Kommissar

    Der Kommissar Notebook Enthusiast

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    Oh no .. she's gone over to the dark side !!

    On a serious note .. congats on this new job! You have been extremely dedicated to the Asus ROG user community & have championed a number of improvements/fixes from Asus. We are fortunate at having you represent us at Asus - we now have a number to the red-phone in the Batcave :)

    Being sensitive to user concerns and issues, you are now in a unique position to be able to improve the RMA processing at Asus and their designs in general. I'm sure you'll do well over there.
     
    Der Kommissar, Sep 18, 2011
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  8. 9800xpv

    9800xpv Notebook Evangelist

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    Congrats Chastity!

    Even if you have to watch what you say, do not change your way of thinking. Do not change, stay yourself.
    You will see that everything will be fine.

    @+ ;)
     
    9800xpv, Sep 18, 2011
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  9. kurtcocaine

    kurtcocaine Notebook Evangelist

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    Congrats on the new (and hopefully awesome) job..
     
    kurtcocaine, Sep 18, 2011
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  10. agamemnus

    agamemnus Notebook Consultant

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    Congrats. May the promotions rain down upon you!
     
    agamemnus, Sep 18, 2011
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  11. panzer06

    panzer06 His Imperial Majesty

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    Congrats on the new job. Even tho I left Asus, you were a big help while I had them.

    Great job, now you just need to get over to product management so you can influence future specs. :)

    Cheers,
     
    panzer06, Sep 18, 2011
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  12. praetorianx

    praetorianx Notebook Evangelist

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    Congrats Chastity and good luck! Congrats to Asus as well)))
     
    praetorianx, Sep 18, 2011
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  13. ryiu

    ryiu Notebook Consultant

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    congrat chastity
     
    ryiu, Sep 18, 2011
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  14. Chastity

    Chastity Company Representative

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    Thank you everyone for your support and encouragement. I also got pcaudio.ath.cx up and running, so Dallers, you can get your files. :)
     
    Chastity, Sep 18, 2011
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  15. FlyingFalcon

    FlyingFalcon Notebook Evangelist

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    I'm sure you'll do Asus proud. All the best Chaz. :)
     
    FlyingFalcon, Sep 18, 2011
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  16. GarryChow

    GarryChow Notebook Consultant

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    This would be quite nice. +1.

    Good luck at your job!
     
    GarryChow, Sep 19, 2011
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  17. PhnX

    PhnX Notebook Evangelist

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    Can you also get them to ship out a 200 dollar compensation to all users with broken touchpads? :D
    ... Fine. But seriously, being a hardware issue and all, and since you're not allowed to tell me to take apart my laptop and scrape off tape anymore (which I have), what the heck else are we supposed to do? The BIOS update fixed the keyboard, thank god, but the touchpad is still horrendous.
     
    PhnX, Sep 19, 2011
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  18. Croesus

    Croesus Notebook Enthusiast

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    Congrats, Chastity! Do kick as$ and make a big impact in what you do! All the best and hope you'll continue to climb way up the ladder! Lucky Asus. :)
     
    Croesus, Sep 19, 2011
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  19. WarWyrm001

    WarWyrm001 Notebook Consultant

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    Yours is an awesome success story.
    Congrats, and keep us posted on your future successes.
     
    WarWyrm001, Sep 19, 2011
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  20. bluefalcon13

    bluefalcon13 Notebook Evangelist

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    The JH's touchpad is horrendous and I don't have touchpad issues... Got an M14x from work for work, and asus should buy one and take note on how a REAL touchpad should be... Other than that, I am happy with my Asus :)
     
    bluefalcon13, Sep 20, 2011
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  21. Chastity

    Chastity Company Representative

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    Apparently you haven't seen any of the other model's touchpad buttons. :) They have moved on to 2-button setups
     
    Chastity, Sep 20, 2011
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  22. dead4ngel

    dead4ngel Notebook Consultant

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    grats on the job chastity
     
    dead4ngel, Sep 20, 2011
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  23. PhnX

    PhnX Notebook Evangelist

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    If I were to RMA, would it be possible to get one of those on a JH?
     
    PhnX, Sep 20, 2011
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  24. mite_jan

    mite_jan Notebook Deity

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    congratulations !
    now find Garry and slap him in the face
     
    mite_jan, Sep 20, 2011
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  25. riku2replica

    riku2replica Notebook Enthusiast

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    Congratulation on being an officially staff of Asus. Ur assistance around the forum is greatly appreciated.
     
    riku2replica, Sep 20, 2011
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  26. bluefalcon13

    bluefalcon13 Notebook Evangelist

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    I saw the 2 button change, but the surface is kinda meh too (on the JH)... tends to grip my fingers rather than slide compare to the alienware one. haven't gotten all touchy feely with the nvidia models, as there was no reason to ditch the JH so soon... just made working for me harder, cause its inconvient to pull out the mouse every time I had to break out the laptop, so it was like picking the lesser of two evils sometimes...
     
    bluefalcon13, Sep 20, 2011
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  27. steelblueskies

    steelblueskies Notebook Geek

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    oh sweetness. your threads have been very handy, and your info has been of value in purchasing considerations as well. more importantly finally someone i can ask about the real details on where to apply for service and training so i can finally be authorized/certified for working on repairs to their notebooks myself( as opposed to just a company for which i work).

    information request runaround is just godawful. also any internal word on what happened to the vip asus forum notebook section?
     
    steelblueskies, Oct 18, 2011
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  28. nikolai090

    nikolai090 Notebook Evangelist

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    Good Job! Epic support on asus! Congratz "Chaz"! :D
     
    nikolai090, Oct 19, 2011
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  29. JRd1st

    JRd1st Notebook Enthusiast

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    Hopefully Chaz will have more influence on Asus than Asus has on her. :wink:

    Best wishes, Chastity!
     
    JRd1st, Oct 19, 2011
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  30. madnj

    madnj Notebook Consultant

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    With all the discussion of broken/screwy touchpads in this thread, I had to mention that the "internal" ASUS "fix" is now to remove everything glued on the circuit board under the touchpad.

    I had removed the foil/tape and it didn't 100% fix it, but removing the plastic shield, my touchpad is 100% responsive and I literally cannot make it stop working as I was able to previously.
     
    madnj, Oct 19, 2011
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  31. tijo

    tijo Sacred Blame

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    They might charge you for it, but it is definitely possible.

    I was meaning to say this earlier, congrats Chastity.
     
    tijo, Oct 19, 2011
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  32. Chastity

    Chastity Company Representative

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    Normally they will use the original, but stranger things have happened. You see, I'm in Customer Care, and not in the normal repair loop. I kick in when RMA's go bad, or repetitive issues after being fixed. Plus I'm still in probation, so I don't want to do anything "unusual" until that's done and I get squarely implanted in this chair. :)

    Tho nothing stopping you from buying the 2-button assembly and replacing it.
     
    Chastity, Oct 19, 2011
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  33. simply anonymous

    simply anonymous Notebook Geek

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    Good to hear, Chastity. If I had it my way, you would be running the company. you have a clear understanding of customer service and care, that will do well for you in any job. asus clearly sees you've got what it takes.

    Congrats,
     
    simply anonymous, Oct 19, 2011
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  34. clipperfixer

    clipperfixer Notebook Enthusiast

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    Chastity,
    Congrats on your job, I know the thread is little old now. On my Jh I have a horrible touchpad. I pulled the tape and glue off the bottom of it. The touchpad works much much better now. But, I still have one issue. If I rest my left palm too close to the touchpad the thing quits working. It is very repeatable. Otherwise it works fine. Do you have anything for me to try to resolve that issue? If not do you have the PN of the two button touchpad. I hate this one even when it works. Otherwise I have all the overheating/driver issues solved and I am very happy with my Jh and gaming performance is fine. Most of the time I use a mouse anyway so the touchpad is not a huge issue, but it is an annoyance. I just hate to rma this over the touchpad.
    Thanks!
     
    clipperfixer, Oct 19, 2011
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  35. Chastity

    Chastity Company Representative

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    You could try adding a non-conductive shim for a spacer. Maybe the tp is making contact with the chassis edge.
     
    Chastity, Oct 20, 2011
    #35
  36. clipperfixer

    clipperfixer Notebook Enthusiast

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    Chastity,
    I did find one problem. One of the rubber feet was missing from the hard drive door on the left side. It allowed the case to flex just enough to stop the tp from working. I also took it apart and put a non conductive shim on the bottom of the tp board. It no longer stops working I rest my palm on it. The tp works about 10 times better, but every once in a while it just flakes out. Mostly it just locks the cursor like you are going to zoom with two fingers. It is not too often, but it is annoying. I am going to try the tp driver fix today. I will report back if these things fix it.
    Thanks.
     
    clipperfixer, Oct 20, 2011
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  37. Chastity

    Chastity Company Representative

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    That's usually caused by the palm being detected while you touch with 1 finger, and it goes into 2-finger gesture mode.
     
    Chastity, Oct 21, 2011
    #37
  38. DownyTif

    DownyTif Notebook Consultant

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    late but congrats on being part of Asus!
     
    DownyTif, Oct 21, 2011
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  39. Chastity

    Chastity Company Representative

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    TY for all the support, and now I have to start getting involved on different forums too. :ughTom's Hardwareugh:

    But not until Monday \o/
     
    Chastity, Oct 21, 2011
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  40. dandush

    dandush Notebook Enthusiast

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    Grats Chaz for the new job! Asus could not find a better employee! All the best and hope you will be a little more available than Gary was for us!...
     
    dandush, Oct 26, 2011
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  41. tijo

    tijo Sacred Blame

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    I expect Gary is pretty busy and he was very present during the whole vbios mess which was a serious issue compared to most of the other ones that crept up. He was also there for the dead kb light and tp fix (software fix). I'm guessing that if something major comes up again he'll pop back. We still have Chastity too :D.
     
    tijo, Oct 26, 2011
    #41