G73JH RMA Results.....<sigh>

So I received my laptop from RMA for the second time. They said they replaced the VGA and motherboard. So I proceed to plug in the power and turn on the laptop to find out its not booting so I flip it over and remove the access cover to see my hard drives just laying there with no screws and 2 memory cards popped out of their slot. I then remove the hard drives to see that the screws under them are missing as well hrmm......I plug the hard drives back in and boot into windows to test it out. Load up and game and start playing for about 10 secs then it shuts down. I start the system back up and load a temp monitor program and see that in 10 secs the GPU is reaching thermal shutdown temps. Well not looking good. So I figure I will just repaste this one like the last and proceed to take the laptop apart. I get to the LCD hinge and notice more screws missing and by the time I get to the motherboard I see that ALL the screws are missing, ABSOLUTELY NOTHING inside the laptop is screwed down to the frame.....wow. Well I take the GPU heatsink and notice that they reused the old heatsink and thermal pads and even tried to reuse the ICD7 on the GPU core but had no where near enough so it was baking anytime I loaded up a game.......once again wow. I am amazed that this was "tested and verified" before being shipped back to me. Oh one more thing I forgot to mention the keyboard backlight wasn't working as well for 2 reasons: 1 they plugged the ribbon cable in upside down, 2 they mainboard they replaced was one that had issues with the backlight KB and needed the KBFIX.

 

Where did you send yours to? Sorry to hear about the issues you experienced

 

Indiana repair facility

 

Well that's where mine is. I hope I don't have the same issues. I would call Customer Service and tell them what you found.

How long was it at the facility for?

 

Ya thats another thing, they never updated me when they received the laptop or the repair process, the RMA inquiry wouldn't pull up my RMA number so I finally got a hold of a representative to find out it had been repaired and shipped so I am guessing it was only there a couple days. Ive been in contact with Trinity Sparks since my first RMA and will be contacting her shortly when the offices open.

 

Ouch. That is completely unacceptable. It's unbelievable that they send back machines to the customer in such a state. Really need to check out their staff and who are the people doing this work at that facility and others because there have been more than just multiple complaints about them. It's gotten to a point where Asus is starting to become infamous for these RMA stories, they need to step up and do something about this.

Sorry to hear you had to deal with such shameful service.

 

Yea I was going to suggest calling her. I hope everything works out for you. Make sure to keep us updated.

I check mine every day. They've had it since the 8th, started working on the 11th, and it still says 0% complete, but I've read they don't update it. I'm going to wait till Thursday, and then I give them a call.

 

Indiana is apparently really bad.

 

Yeah, I can't say that my G73 experience is very favorable for Asus. I'm not entirely certain that I'm willing to get another after this, and I'm considering selling my G73 and getting something else.

 

Is your G73 functioning as it should?

 

Well I spoke with Trinity over the phone and really the only option I am being given is to mail back in the laptop to the Cali facility and have her oversee the repair and they will restart my warranty from when it gets repaired this time.

 

Define "as it should"

 

Does the computer function as it was designed? Meaning no issues with hardware and software. Can you play games, as it is designed to do.

 

I am about to send mine in today. It's going to California, though. Crossing my fingers!

 

Yes. When it's on, it does what it's supposed to do.
But after my RMA, there must have been damage to my motherboard. You can find my post about it around here somewhere.
It also appears that the laptop doesn't keep time when the battery and AC are removed, which leads me to believe it's a CMOS issue, and the laptop starts itself when plugged in when it's been without power for longer than 5 seconds (then shuts itself off and turns itself back on).
Aside from that, the other issues I had post-RMA are fit and finish issues. The Subwoofer now vibrates (I put some paper in there to help alleviate it), the keyboard now drops keys, which didn't happen before. And it drops keys like crazy. The keyboard is visually warped since they ripped this one off during repair and didn't bother replacing it. The monitor makes a loud popping sound when fully open (i.e. during adjustment and cleaning) ((I alleviated this by taking the monitor off and putting it back on. It doesn't happen as loudly or as often as before, but still happens)). My GPU was "repasted" although my temperatures may be worse than before. My Idle temps are for sure worse, but during gaming it might be slightly better (though this may be a result of the 211 bios since my fan is 100% almost all the time in games, while my temps hover around 85 c.).

 

Dang that sucks. Is it common for the Indiana facility to mess up computers like that?

 

The Indiana facility does have a bad track record. I sent mine to California and still came out with a black eye, even though the Cali facility is supposed to be the best in the US.

 

My P-7805 is great but the G73's keep tempting me until I see threads such as this and then I feel so much better about my antiquated hardware..........

 

My experience with Acer/Gateway is no better.

 

OP, sorry you received this service. I received mine in very similar condition from Indiana repair center. GPU idle was 95C on DispIO. I opened her up and the 6 screws that hold down the fans and 3 screws that hold the mobo were all missing. There was another screw sandwiched between the sub and case. There were 2 other screws missing on the way to find the 9 screws missing.

It appears Asus still has 1 or more completely unqualified techs in IN and supervisors that are not doing their job. I have reported this disgrace and if Asus isn't going to do anything about it, I will not buy another Asus laptop.

Q

 

My problems are trivial compared to HC's or the OP's issues, and I'm thinking about blacklisting Asus as well.

 

where are they hiring all these reps and repairman @. i'm sad SMH

cali should've been the first place you sent it to but sorry to say this has happened. should be your last RMA IMO or i'd be super mad and toss it for another version of the g73 series :/

 

Vote with your money. That's why I blacklist companies. They'll learn (hopefully) that when they screw up, people aren't happy. And instead of cheaping out on horrible, under-skilled labor, non-existent QA departments, and terrible R&D, they'll realize that they'll save more money if they do a better job.
The best thing you can do after an experience like that is to call them up and tell them you want it done right, or you'll complain to the BBB and avoid their brand.

 

This type of thread´s scare me as i will be getting mt JH-B1 in a say or two.

Hope i will not have to RMA it to the states. We do have a autohrized ASUS workshop here. But they need the seriel of the notebook to see if the can repair/upgrade it or need to send it.
So far they swaped my faulti EAH3870 desktop card for a 4870 as 3870 was out of stock and the fault was hardware + service was fast and i was even able to see the workplace were they were working on asus products

To bad to hear what they did. Did they give an explenation or anything why the screws were missing or just pointed at you and said it´s your own fault?

 

Ok, I should say my "Working" antiquated hardware................

 

They dont ever seem to have an explanation they only say please send it back in so we can fix it......

 

Thats the attitude all buyers should have, sadly there are so many, well ..masochists (what else can i call them?).. out there, who still keep buying from the same manufacturer even though theyve had horrible expirience with them...

 

In masochists defense I can say that I have been buying Asus computer parts for 10 years and not a single time I've had any issues with any of them ever. Except for the laptop I just bought...

 

I'm glad the Best Buy near where I live actually has proper warranty unlike other Best Buys.

They replaced my G73jh with the i7 720qm for a G73jh with the i7 740qm after I bricked it updating the BIOS.

Sorry to hear about that though OP, file a complaint, they can't get away with that.