G73JH -Warranty Voided If Opened

Hello All,

On the advice of another poster (sorry don't remember your U/N) - I sent an a warranty request over to the ASUS Customer Service:
This was the text I sent them:
[Problem Description]
GPU Overheating -

Hello, I have read several (40+) posts on the ASUS Notebookreview.com forum that
the GPU overheating problem is related to an poorly applied thermal compound
between the GPU die and the Heatsink. There are several documents/videos around
that specifically outline the steps taken to disassemble the ASUS G73JH remove.,
clean, repaste, reapply heatsink, and re-assemble the notebook completely.

I would like to know if taking this kind of action will void the warranty of my newly
purchased G73JH, as it is exibiting this overheat issue.

Thanks,
**********

This is their Response:

Dear Valued Customer,

Thank you for contacting ASUS Customer Service.
For your issue, my dear friend, please try to access safe mode by pressing F8 while ASUS logo appears, and kill virus via the latest antivirus programs, because the problem may be caused by the virus even though the load is small.
If this method doesn't work, please try to recover the OS following the steps below:

Turn on the notebook, Press F9 when you see the ASUS logo, and then choose the second item to recover OS to the first partition.
The restore function would delete all the files in fist partition. Please backup all the data you need firstly.

I also suggest you try the methods below:

a) Make the laptop working in cool room.
b) Please try to use Notebook Cooler Pad.
c) Please try to clean the fan of CPU via cleaner. In order not to void the warranty, please do not take apart the laptop to clean the fan.

If your problem still exists, I’m afraid you’re experiencing a hardware issue.
For hardware related issues, please fill-out the online form to request a RMA order.
eSupport Case Submittal Form (USA or Canada Customers ONLY)

This will auto generate a 6 digit service number.

You can response to this call with the service number that was provided,
from there we'll start the RMA/Purchase process.

Fill out this form before calling.

Please provide your Product S/N and the service number when you call in.
The telephone number is 888-678-3688 for Notebook Technical Support. Monday thru Friday 7:30 AM to 6 PM Pst.


If you continue to experience issues in the future, please do not
hesitate to contact us.
Thank you for supporting our products.
Have a nice day.


Best Regards,
******* (Removed Rep Name)
ASUS Customer Service

________________________________________________________________

I am not exactly sure why the tech would think that I had a virus on my machine: As I mentioned nothing in the problem description about the OS performance:

Opening the Laptop up to clean the fans would void the warranty - No mention of doing a GPU repaste voiding the warranty, but it would seem implied that opening up the Laptop is grounds for warranty discharge.

Just thought I would share..

Many Blessings -
In Peace and Agape,
Trav...

 

We've heard it both ways, depends on who you talk to. I would say if it worries you so much, then don't open up your g73. Me, I regularly void warranties on my gadgets so I don't care about such things .

 

A posted a thread about warranty issues the official response is no it won't void your warranty however if you break scratch or bend anything (I bent the keyboard a little bit damn double sided tape) they will look as if you are incompetant and assume that any other problems you had will also stem from you poor handling of the laptop.

So it's a catch 22 you can open it, but by opening it your bound to crinkle the foil on the key board or bend it a little bit or scratch a little bit where the keyboard holes to remove are at.

 

Hello Dkumagai,
Are you saying that some of the ASUS customer service reps will tell me that the warranty is NOT voided and some will tell me that the warranty is voided? Seems to me that ASUS would have a Warranty "Script" regarding the opening up of their laptops and that all Reps would be required to follow it.

I found the " ASUS Notebook Warranty" as it applys to the USA. Obviously different in other countries.

Here is the list of "Warranty will not apply if;"
(a) the product has been tampered, repaired and/or modified by non-authorized personnel;

(b) the serial number of the Notebook, components or accessories has been altered, cancelled or removed;

(c) the warranty seals have been broken or altered;

(d) there is damage caused by accident, natural disaster, intentional or accidental misuse, abuse, neglect or improper maintenance, or use under abnormal conditions;

(e) there is damage caused by improper installation or improper connection to a peripheral device (ie. monitor, keyboard);

(f) there is damage caused by an external electrical fault or any accident;

(g) there is damage from use outside of the operation or storage parameters or environment detailed in the User's Manual;

(h) there is damage from use of parts not manufactured or sold by ASUSTeK;

(i) there is damage to or loss of any program, data or removable storage media, or if there is costs from recovering any program or data;

(j) there is damage from third party software or from virus(es); or

(k) there is software loss or data loss that may occur during repair or replacement.


Just providing the Facts and my Experience - Nothing More...
In Peace and Agape,
Trav...

 

Tampered repaired or modified, that's up for debate on whether repasting your heatssinks counts as that I have an email straight from a friend of Gary Key so I do believe that the customer service people have a script but when it comes to actually defining what a repaste is if you talk to the higher ups they will say opening the laptop does not void the warranty as long as you do not do any damage ANYTHING!(scratch bend something) that looks like you pried into it with a screwdriver like you didn't know what you were doing.

 

That is what I gather based upon what I've read here. Someone posted an email from Asus specifically stating that applying thermal paste to the GPU would not void the warranty (supposing you didn't break anything I assume). What's funny is that cleaning the fans is nearly as invasive as repasting, because you essentially have to completely take this laptop apart to get to the radiators (where dust probably collects).

 

Hello Bertio,
You're right - The key is being able to open up your laptop without leaving a trace of that fact. If you don't do a good job opening up your laptop and/or do some damage in the process ASUS has every right to "DENY" you warranty service, and to require you to pay for the service. UNLESS you're lucky enough to catch the EYE of a "HIGHER UP" who provides "special dispensation".

Just like it is still breaking the law when you speed (drive faster then the posted speed), just because you didn't get caught doesn't make it "LEGAL" to speed(drive faster then the posted speed). Unless you know the chief of police and/or the judge.

The warranty is still voided if someone sends their Laptop in for repairs and ASUS discovers that a non-authorize person opened up the laptop and did repairs.

Look:
All I am trying to do is be the voice of reason to a possible "Blind Follower" (Lurker) who might stumble upon these threads and reads the repaste threads thinking they won't void their warranty in doing the job themselves.
The truth is from a legal stand point:
ASUS can and will (unless you know a higher up) deny a RMA if they discover that the laptop has been tampered/repaired by a non-authorized person.

I am the voice in the desert crying out "The end is near" - Oh wait, wrong thread -

If you think that doing the repaste will not void your warranty - You're wrong - Just hope and pray you don't have to truly RMA your laptop because ASUS will discover the laptop has been tampered with, and will deny your "IN" warranty service.

Just the Facts..
In Peace and Agape,
Trav...

 

Email sent to me, but in the end I sent mine to asus because I dont feel like taking this laptop apart.

 

Hello antisniperspy,

Thanks for the repost of your email -

I completely understand that doing any kind of work on the ASUS laptop will probably NOT void the warranty, as LONG as the work that is done, is done so without evidence of tampering ("no physical damage").

Just trying to make sure everyone else who is "considering" doing the repaste job or any other job on their laptop understands the risk they are taking.

In Peace and Agape,
Trav...

 

Its all about asus technician who will check the notebook what been opened before. It is hard to a prove who is responsible for opening the ntb customer or technician if you dont do any damage because technician need to open ntb too to a prove that somebody been inside. And he can do damage too. Thanks God for presumption of innocence.

Only way to a prove that customer was repasted his GPU is to do chemical tests. And asus will not do this because it cost money and time and thats is on first place asus will lose the dealers and customers if comes to public that asus dont believe own customers and trying to blame them for own mistakes.

You cannot break the seal because you are not authorized person (and you dont have second seal to replace) but if there isnt a seal there is no way to void warranty because there is no way to prove that customer been inside (if customer didnt any damage) and asus know that.

PS: In my country are warranty seals illegal so asus break the law.

 

The only part that seems to be a clear indicator of the laptop being opened appears to be the keyboard as it is difficulty to remove without bending the backing plate.. Even though bending the backing plate slightly wont cause any damage to the keyboard.

 

So am i right to assume that if i open bottom door and change HDD only, i will not void my warranty?

Thx in advance

 

Correct. You can replace/add anything in the area that the door allows, for sure.
That includes upgrading or removing RAM, changing or adding a hard drive, and changing your wireless card.

 

Thx Kaelang very much... I was afraid that just by touching two screws on the bottom doors void warranty (I read that in few posts about warranty on this forum).

 

Looking at the G73JH's underside will void the warranty.

 

We're all screwed.
Lol

 

what if the techs do the damage? I noticed a lot of things damaged when I got mine back from rma but would hate to have to rma it again and get blamed for it.

 

Call em up and complain. See what they say.

 

No thanks, not worth it. They might ask me what I was doing opening it up in the first place. The damage is aesthetic and visible only if you have the laptop in pieces. If I didn't know what the insides is supposed to look like I would have never noticed anyway but since I do know it bothers me like it would having a brand new 4x4 truck and seeing a scratch on the skidplate. Nobody else notices it but you.

 

Sorry for bumping such an old thread, but I'm facing this dilemma at the moment.

My G73JH just broke (PSODed), 8 months or so after I repasted. I'm hesitant to tell the ASUS rep on the phone about my repaste because he could void my warranty, but I don't want to lie about it because the crinkly keyboard is a dead giveaway that the laptop's been opened up before and ASUS could demand I pay for the repairs.

Think I could solve this problem by just replacing the keyboard before I send the laptop in for RMA? I'd prefer not to pay for a new keyboard (since the current one works fine), but it's cheaper than paying for the screen and whatever else needs to be replaced.

 

Eh, I sent mine in for RMA repairs after I had repasted my CPU and GPU. And I didn't take the warranty void sticker off of my CPU, I flat out destroyed it. My keyboard, despite my best efforts, was slightly warped (it stuck up in one corner), and showed that I had taken it apart. I had also found that my wireless antenna had become pinched, and to avoid a) interference, and b) making it worse, I took the first bit of tape I could find (duct tape) and moved it off to the side. Again, an obvious sign I had opened it.

Long story short, no questions asked, despite obviously voiding my warranty, they fixed it. I have, however, heard of stories going the other way, so it really is your choice if you send it in.

 

All i can say is be careful when opening it and don't mess with the CPU if you choose to do it yourself. You should be fine this way.

 

I certainly would not offer up the information that I repasted. I wouldn't lie about it, but it's not relevant to a PSOD so there's no reason to "tell on yourself". Just send it in and get it fixed. It needs a new LCD.

I'm sure it won't be an issue. I also sent mine in for unrelated repairs some months after I repasted. The issue never came up. They fixed it and sent it back. I wouldn't waste money on a keyboard. If they give you trouble, there's a couple of people hanging around that can get escalated help for you. I bet you won't need it, though.

 

If you never RMA'd before there may be a chance that they will ask questions but most likely not. If you sent it in before you can blame it on their techs the next time around. I broke the cable going to the lcd the last time and thought I would have to pay for that mistake but they never charged me. I even told them what had happened and they took care of it. I had also broken the seal to the cpu but they put a new one on it as well.

 

It's pretty easy to tell if a computer has been opened before. Most people fall into more then one of these categories, if not all of then:
1. use the right size screw driver. This leaves easily noticed stripping of the screw.
2. Use proper tools to open a laptop. Leaving scratches/bends/breaks on the laptop.
3. Do not have experience opening laptops. Leaving the above and more.
4. Do not keep track of screws and often loose them or simply mess up by putting different size screws then then the originals when reassembling.

We have yet to see one laptop brought by a client that we were not able to tell it had been opened. Except of course our own disassembly/reassembly .

 

One of my RMA's came back to me under your #2 category. Asus has so much volume of RMA's to deal with that I would think they void warranties only on the most extreme cases.

 

My asus came back from warranty work with obvious signs of inexperienced tampering. It got fixed, though. But still, one of the peg-supports for the monitor (the part that is cast) was broken and loose.

So whether or not I've opened it isn't an issue, because they did such a bad job when they opened it.

 

Mine came back with signs of inexperienced techs and now a few months later it is going back to the same place. I hope they offer me a replacement because I don´t want to RMA another time once it comes back.