G73 Repair Log

I'm going to document my repair progress here.
This is my first Asus laptop and likely my last.
I already have a prepaid return shipping label in my inbox and will
send my laptop in when my data has been backed up.

In addition to the issues below I would like to add that the restore cd creator didn't work on any of the laptops and was a waste of seven discs.
Also, my current model is afflicted with the battery throttling issue and the lesser quality AUO lcd screen.
Haha, forgot to add the fact that Asus support suggested that I have it repaired at the Best Buy these three defective models came from.
The Best buy isn't even certified to fix anything but hard drives
Terrible...

[Subject]
Return #3


[Product Information]
Product Type : Notebook
*Model Name : G73JH
*Serial Number : A3XXXXXXXXXXX

[ Problem Description]
Parts Info :
*Operating System : Windows 7 64bit

[*Problem Description]
Wednesday morning 05/12/2010

Hello,

After exchanging the G73 laptop to Best Buy twice within a few days time for a faulty gpu (random red pixels and desktop fragments) and then a defective touchpad (weird lump underneath pad made it unusable) I thought my current G73 model would be a keeper.

Unfortunately my laptop now freezes randomly for an unknown reason and can't be counted on in any way.
As this laptop is often used in a business capacity these issues are unacceptable and if Best Buy's return period were longer I would have demanded a refund.

 

Good luck with your G73JH. I'm on my 3rd G73JH. This one so far is a keeper. I read about how some G73JH05 users settle for the AUO screen. I think that's ridiculous, especially for a 1199.99+ purchase.

 

Thanks!

The thing that really bugs me is the screen on the Best Buy display model is definitely an LG.
For that deception alone I should be able to exchange my current model despite the return period being over by a few weeks.

 

If you are a Silver Premier Member, you have an extended return duration.

 

That may be true
I just feel that if they display a laptop and give you the impression that it is what you are buying then that should be the product they sell you.

 

Hi there! Do you know how long BB's return/replacement warranty is?

 

I backed up my data and a few moments later my lcd screen only displays on the first third of the panel and the laptop will not run on battery power.

Shipping it off today
These Asus repair horror stories have me on edge

 

If Silver Premier member, you have 45 days on all purchases. Otherwise, I believe computers / laptops have 15 days, tho I could be wrong on that.

 

Quick Update
Received my laptop today with an LG screen and a non working battery.
On the plus size it doesn't freeze anymore and strange as the upgrade is the LG screen does seem nicer than the AUO screen.

Just called Asus and am returning the battery for a replacment.
Beats sending in the laptop though
Hope the battery is the issue!

 

Return Number Four Is An RMA Request Away

Turned on my laptop today and found the asus boot screen is now green as well as the entire lcd display.
Took a screen capture to verify it wasn't a graphic card issue.

I'm getting tired of calling Asus.

 

07/14/2010

Received my laptop via FedEx today!
Everything seems in working order this time although a missing rubber foot and a nick in the speaker cover revealing the metal mesh underneath is a little irksome. Maybe a Sharpie is in order? Kind of like little metal glitter shavings everywhere.

 

Well, then be sure to call back in to Asus and have them ship out some rubber feet for you. And remember to take pictures of the machine before it goes out so you have proof of the condition so they'll be more likely to treat the machine properly.

BTW, which center serviced your machine? I shipped mine off on the 8th for a dead GPU and dying screen and now it's sitting in Toronto. At least it's status has sat at "Repairing" for the past 24 hours so at least it's not stuck waiting for parts. Hopefully I'll have it back by Friday.

 

The first time I sent in my laptop for repair I spoke to very Indian native sounding service rep and it was serviced on the east coast.
This time the service rep sounded like a native English speaker and the unit was repaired in California.
In total the repair only took a week including shipping time.

Hopefully I won't need to take photos for future reference but to be on the safe side that's what I'll do.

Thanks, and good luck!

 

Repair Number 5 Coming Up!
Notebook easily overheats and won't power up until it has cooled down enough.
The first time this laptop powered off the lcd went white but the audio of the show I was watching remained.

Video card overheating?

Quick question
I have been pretty easy going considering how many times this thing has failed on me.
At what point do I ask an Asus rep to start using astroglide?

 

Wow man. I would be demanding a refund about right now or a new but tested G73 directly from Asus.

 

I guess you can do that.. and i would do that.. 5 RMA's is too much.

Panther214

 

Item Serial No Repair Status Receive date Memo
1 A3NXAS2400XXXXX Waiting-[WF9] Wait for Customer Confirmation-NTF

Anyone know what this means?

 

Apparently they want to talk to you. Give them a call.

 

NTF is usually "No Trouble Found"

 

Any updates? Man if i spend 1k+ on any product i expect it to work out of the box. I think you need to request a replacement.

 

Funny thing is the service rep told me they don't do replacements and to maybe just put a note in the box describing the trouble the unit has had.
I just wrote that Best Buy might be selling lemons.
Maybe I should have put milk and cookies in there too.
A $20?


If they send me back a unit that won't turn on my hair will go gray.

 

"they don't do replacements"

Exactly what they told me yet i have a new g73. After a number of reasonable repair attempts per warranty you are entitled to a replacement or item refund.

Next time you send your box in. Put in a note. "DO NOT REPAIR. CONFIRM WITH ASUS HQ. DEFECTIVE UNIT"

Quote this on the phone with a manager, send Asus HQ a letter threatening legal action and i guarantee in two weeks you`ll have a new computer. You might not wanna go that route. I sure would tho.

Magnuson?Moss Warranty Act - Wikipedia, the free encyclopedia

*consumers have an absolute right to satisfactory warranty repairs. If the company is unwilling or unable to make successful repairs, the company has breached its warranty obligation to you, regardless of whether they acted in good faith to remedy the concern or not.

In such a case, the consumer is entitled to either a NEW COMPUTER (or printer, scanner, software etc.) or a FULL REFUND without charge, in exchange for the defective unit. In addition, the company pays all legal fees and costs associated with any successful claim.

 

That's absurd. I'm sorry to hear you're having such a bad experience. You have every right to get a new unit from Asus. Call Asus and demand a supervisor and don't give them an inch. You can also contact Gary Key here and see if he can help you out.

 

Thanks everyone, I'm getting some good advice on how to handle this situation.
When I called in today I was told the repair was underway and would be completed upon the arrival of a part.
After telling telling this rep what the repair status inquiry stated I was put on hold for quite awhile.
Sure enough, the story was now no trouble found.
I told the rep that I didn't want to get back a paperweight, he said a final test would be performed and if it failed on me another rma would need to be performed.

Haha
His fake Scottish accent made me feel like I was in bizzaro world.
I had to laugh to myself as the waiting message touted Asus' notebook reputation.

 

Bring up the lemon law and tell them you're willing to take legal action if the warranty work is not done to your satisfaction.

 

The lemon law as far as I know does not apply to anything but automobiles. I've been trying to get my N61JQ replaced with a different model going on 3 weeks now, after they failed to repair the notebook for the 3rd time. If this doesn't get resolved by mid-next week I'm going to be taking legal action.

 

Lemon laws are different per state. In canada, it only applies to cars (as you say).

 

Jesus... I wish I would have seen these threads before I bought my G73JH... I'm still having random freezes. This completely lowers my respect for ASUS and I used to build a lot of computers with their Mobos. Lame. Any update on this situation? Did you ever get a working laptop back from them?

 

Their laptop and motherboard divisions seem to be run differently. However, to update on my situation. They eventually exchanged my laptop with a referb. It took about a month to get the issue resolved after the second RMA. So far I haven't had any issues with the new notebook. In fact the new notebook seems to run much better than my last one, so maybe I just had a lemon.