G73 RMA results. Were problems solve or not?

Reading this forum we see that there are many persons afraid of sending their laptop to RMA. Perhaps you can tell us your opinion and the results of your RMA as well as the time it tooked and what as been done to your G73.

First time i send it to RMA they only recovered my system ignoring all the problems i related to them. I dont know what they have done but he computer returned with a corrupted recovery partition, resulting in my 2nd RMA. The complete process related to 1st RMA (sending, reparing and returning) tooked 4 days. I've been careful and send them pictures, videos and all the details of the computer problems the 2nd time. As been a week and asus say that the repair status is: Waiting-[WB1] Wait for Material/Spare Parts, i've called them and they said that the material they're waiting is the refrigeration module (dont know what that is), maybe this is the solution to my overheating problems. know my only solution is wait for the laptop to be repaired.

 

We will see...I am waiting

 

they now tell me that are also going to replace the VGA. what is going on with my laptop. Isn't easier to give a new one?

 

The problem with rma is that no one at asus knows what they are doing except for a few. I feel like an rma is useless depending on the issue you have. psod, thermal paste issue, accidents, then you have no choice. anything else asus just does squat (according to what i have read).

 

Dont they have reports and orders of what to do? They have to communicate between the repair centers and asus CQ as to be awair of whats wappening.

 

The problem is that if you underpay your technical staff the good ones will just go do jobs that earn better. And apparently they probably earn minimum wage because with the bad RMA results now( worldwide but also in the Netherlands) they are not that smart or skilled.

 

replace the vga? Not sure... maybe a psod issue?

they communicate from one repair center that doesn't know what they are doing to another that doesn't know what they are doing xD

I was shocked when someone said they called asus three times and talked to 3 different customer service reps and neither of them knew what the gsod is. Then someone said they just don't want to admit about the gsod problems so they can avoid work.

Well, at least they are doing something now finally.

 

i think that they wont, for example, substitute a vga without checking if the original is still working. Every case is a different case and cant be the same solution to everything. I hope that here in portugal they at least try to see whats happening based in what i've told them and find a proper solution. What do they win in substituting a working part of a laptop.

 

agreed, hope they find the solution.

 

depends on the tech working on your laptop. I had 3 different rma's first time was a swap for a new system, second time they changed the lcd and they did a pretty neat job with that one, I couldn't tell if it had been worked on to begin with.

Third time a totally different story, looks like a monkey worked on it, paste smears on the bottom, things looked like they were pried/forced open, not happy with that one but at least it is working.

 

Why didnt you told them that the laptop was in excelent condition before it went to RMA and after it came with marks? I'm almost certain that they film the entire process of repair so that they can find out if something goes wrong. You can have a replacement if you want

 

conspicuous banana residue all over the screen...

 

I doubt they film anything, they don't even tell you or give you any way to contact the tech that worked on your unit. Plus playing the asus russion roulette game is no fun, I got a good one so no complaints only on how it was handled this last time.

 

Sent mine because the computer refused to boot, got it back in less than a week, running cooler than when I sent it in...I can't complain.

 

Lol, that and the fact that it looks like some monkey splooged all over the gpu and called it a paste job.

 

what changes were made in your G73

 

The Motherboard and Graphics Card were replaced in mine.

 

Im in Canada, mine was sent to markham ontario. was sent on the 6th didnt get back till the 25th . Other then the rediculous time it took send and get it back i cant complain.... yet. I was having Bsods (black screen) and now im not, I was also having problems with the power supply, was sizzling i believe it was a short. Anyways they replaced my gpu, the power supply, and im pretty sure a faulty fans from what the spec sheet says they did. Ive been playing stalker non stop with no errors, aswell as crysis warhead, no problems on either. Im running stock bios with 10.7 about to jump to 10.8.

The call center in India sucks the big one, called 3 times before i got the thing sent out . Didnt recieve emails for tracking numbers or anything from them, horrible phone service. But for the actual service seems like the guys here in Canada are pretty good and know whats going on with the problems. Im glad I can finally enjoy this laptop now, except I havent done alot of pc gaming in the last 5 or 6 years and i dont recall games having this much screen tearing, not even vsync is fixing anything...

 

I called ASUS on the 19th. The person I talked to had heard of the GSOD problem, and then gave me an RMA #. I then remembered that Best Buy has Geek Squad(I have the Best Buy model), so I decided before I send it in to ASUS, I should have them look at it. They too told me that the GSOD is somewhat common, not for just this laptop, but for a lot of laptop they sell. I was having a dead pixel problem mostly with mine, which the the main reason I decided to RMA it.

Geek Squad handles the manufactures warranty work for everything they sell, so they sent mine out for me no charge. ASUS requires that you pay to have it shipped to them.

I sent mine out on the 22nd, and I don't expect it back until 2 weeks from that date. I'll try to remember and let you guys know how it went.

 

Mine was free of charge. Chronopost came, picked up the laptop, tooked to asus, that send it again by chronopost and delivered at my home, all this free.
We have to be carefull because the package came with the corners all beat up. In my 2nd RMA the laptop went all covered in bubble plastic to prevent damages

 

it was only supposed to be for a broken LCD cable but they changed the lcd and opened it all the way to apply thermal paste to the cpu and gpu for some reason that escapes me.

 

i hope my G73 nver has to be RMAed.. i actually pray... my Dv5t has a half broken LCD cable so its troublesome.. as i can't have it repaired because no warranty.. i'm selling it as soon as i get my G73.

 

Was playing (happily!) GTA4 on mine today. The laptop was on a table, the brick was on the ground (carpet) and plugged into a wall socket.

I shut down, carefully repacked the machine, and went home, set it gently down, and went about my day. Came back to play GTA4 about 8 hours later, and NOTHING.

No power up. No charging LED. NOTHING. The brick has power, but the laptop is 100% totally dead. :'(

So I'm going to take it to their centre on Monday [will be faster for me to take it to them, then to wait for FedEx, as I live only about 30 minutes away], and wait in the lobby until a tech comes out and talks to me. (or I get escorted off the property).

 

Sent it in on July 23rd, got it back aug. 26th - Changed the mobo and gpu. Error was a Mobo problem, had unit returned with no-mobo-problems, but GSODs.

 

@DCx

what kind a mobo problem did u have?

 

Sounds like they were being pro active and catching any possible GSODs before they happen.

 

Maybe asus ordered them to replace the thermal paste in order to start resolving the GSOD's

 

I never mentioned to them I had any problems with GSOD so I don't know why they would do that for something unrelated to what they were fixing.

 

Its a problem that all G73 have. If you didnt had that problem sooner or later would appear. Its a good thing and you should be happy they repast your laptop

 

Not really. They repasted over his old paste I believe, so they made it worse.

 

ouchh!!! but did you feel the need to reopen your laptop to see the changes they made ?

 

Got mine back today. I have good news and bad.

The Good:
They replaced my screen. Seems I got an upgrade too, it was originally the 1600x900 screen, and the replacement was the 1920x1080 screen, and I must say it looks substantially better than before.

The Bad:
My WiFi adapter doesn't work anymore. It shows it's connected, but does nothing. I'm using what use to be my PSP's WiFi Max right now. I was thinking about getting a Intel 6200 N. I have the Atheros adapter right now.

And about the GSOD's, the tech noted that the GSOD's are very common in the updated Catalyst drivers, and that ASUS and ATI are working on a solution.

 

My RMA was resolved. Asked for it to be mailed overnight, but won't be sent today. A little upset about that, but the reason for it is astonishing.

A tech tested my unit, and decided the cooling wasn't good enough, so decided to clean it again and apply a diamond paste to it.

So I'm still a little irked it's not being mailed, but the reason for it impresses me.

 

ziddy, their version of "diamond paste" may be a little different than ours, like the white version

 

But how can you talk to the person that was assigned to deal with your your laptop. The only thing i can do is call asus and they tell me whats happening to my laptop. Who told you that the paste was going to be applied? Thats pretty specific when compared with what they tell me

 

I walked into the Asus centre today.
I explained what happened. I asked them (and on paper) to leave my HDD alone.
I explained how Asus delayed sending me my machine in the first place - 14 weeks! I explained how we were told we'd be getting a 'performance' machine, and they kept dangling the A3 model in front of us, but sent us a far inferior machine.

He promised he'd have it mailed out tomorrow and in my hand by Wednesday.

I'll keep everyone updated.

 

Im gonna RMA my unit also soon.

That takes my to a question, hwo is gonna pay delivery?

 

In Canada, the call center phone fedex and set it up with them, fedex came to my door and picked it up....

 

asus pays all in my country. you dont have to be concerned

 

ok tnx.
waiting my case ID @the moment to send this sucker and go to holiday and hopefuly when i return, the beast is fixed

 

they should fix your laptop in 4 weeks depeding on the problem they find. More than that and you can demand a new G73 or money back.

 

u mean money/newG73 from asus, or are u talking about resaler?

 

Sent mine out Aug 2 and returned Aug 13 for keyboard backlighting.I marked all internal components (just in case) came back 100% working order and 100% of what was sent to ASUS Indy.I now see there is an online fix for this.

 

I think I might have to RMA. I have a fairly long list of hardware problems (no software, thankfully). About how long does the whole process take, on average?

 

@alaric

depends from the list

 

Asus, cause the reseller dont have any blame that your laptop is having problems. Asus keeps your old laptop and gives you a new one

 

Speaker Inspection
Hinge Repair
Possible Keyboard Replacement
GPU re pasting
LCD Replacement because of excessive screen bleeding

 

will be difficult for you to convince them to replace all that

 

They told me to RMA.

And I really have nothing I can do. GPU and hinge is most important, screen is annoying but not critical, obviously. The other two I just want to make sure are functioning properly, as I've issues in the past with them. (Not missed strokes on the keyboard, my spacebar has been acting up and "crunching" into the unit..)

I'm a little confused as to what to do, though. Honestly, I've never RMA'd before. I emailed them and filled out their form, and go my service number. What now? Do I have to call in, or do they email me back...?

 

Replaced 1600x900 LCD/LED screen due to bad pixels with upgraded 1920x1080 version, - Problem Solved, and then some!

GSOD's: tech explanation was acceptable, no GSOD's since I've gotten the G73 back, but GPU still runs hot! I see a repaste in my future, so - Maybe?

WiFi, at first I thought tech might have done something to it, but found out the real reason it wasn't working. Disabling WMM in the router for some reason renders the Atheros card useless, yet everything else I have WiFi works perfectly. Enabling WMM again made the card start working. Turning it off disabled it again. Weird!? Intel 6200 N ordered. - Problem Solved.