G73jh in the shop for 24 days and counting

I find myself in ASUS customer service hell. Got my laptop the last week in August. Spent two weeks installing and setting up and was pleased with the setup. Wanted to update bios to latest and bricked it. Called and RMA'ed it and support suggested using a local service provider and took it to them. I thought they would have a back door to force bio's. They local shop took two weeks to get authorization. They order a motherboard and sat on it for another week without a way to get status or escalate. ASUS support has no way to track parts to local vendor and refuse to escalate internally. Local shop calls today and says the motherboards are on back order. No ETA no escalate method....Just sit... Has anyone had their laptop replaced due to length of time in shop. They have had my laptop twice as long as I have.

Any advice?

Flame on

 

They replaced my unit g73jh x3 model with a x5 because they were going to have to wait over a month for a shipment of 5870s, they had it for 3 weeks before making the replacement, I was contact with then after they had it for 2 weeks through email so I am guessing that it helped.

 

Thanks for the reply. Did they give you a refurb? I am hoping to get a new laptop as I have heard horror stories on the refurbs. Does anyone have a way to escalate this through ASUS other than the Notebook product support group? They have been less then helpful.

 

Call Trinity Sparks in the Fremount Cali. office (search Google for the phone #) she might be able to light a fire under the butts of someone.

 

Ya trinity was helping me through email, shes the one that initiated the replacement, and yes it was considered a refurb even though it appeared to be brand new, no nicks scratches or anything.

 

Please send me the contact info for Trinity. My google search does not have anything specific to her.

 

Although the warranty coverage is excellent, it saddens me when I see threads like these. If HP can get their laptops fixed and in the hands of their customers in 1 week, why can't Asus

 

Update after several weeks of trying to get this escalated...My case has been sent to Asus management for review. Approaching 30 days and still no plan or ETA. Customer satisfaction...proves to be a after thought in Asus support organization Please let me know if anyone has broken through the call center firewall to get results.

Thanks
Joe.

 

I understand the frustration, but you have to look at the large scope of things. This laptop is a HUGE seller in its many different varations and forms. There have been numerous people who have RMA'd for one reason or another. Unfortunately, Asus, like others, doesn't produce there own products so thus often times are at the mercy of there supplies. No I do not work for ASUS, just noticing people do sometimes tend to get a little narrow minded if things doing happen directly in there timeline or expectations. No this is not a nasty gram to the OP or anyone else, just giving a different point of view.

 

Asus does manufacture and produce its own products, both the mainboard and video card are from asus manufacture facilities. These 2 parts are probably the most replaced for the G73jh so they arent at the mercy of a supplier, but are waiting on themselves. A reply like yours is posted in just about every RMA thread. We all know there can be delays, but there are always other options besides waiting for their own repair parts to ship, like you said numerous people have RMA'd and there are probably a number of refurbs to replace with (like mine) as well as the option of replacing the unit from one of their vendors. Its about keeping the customer happy and meeting their expectations.

 

When I see threads like this I'm glad I haven't pulled the trigger on an Asus -- even though I really do want one. But then... it seems all the major laptop ODMs and OEMs have these kinds of problems. I'll still get an Asus someday but I'll choose my reseller carefully.

Having owned a couple dozen laptops, I can say that Lenovo localized service centers have been very good. But I don't plan on buying another Lenovo product because I don't like their policy of allowing only OEM-branded parts in their ThinkPads. (Why should I pay $120 for a $21 wi-fi card?)

 

I think a lot of how long it takes is where it is sent to be repaired. Mine was sent to an ASUS repair center In Louisville Ky, Well it was just across the border in Ind. I am at Fort Knox Ky.
They turned it around in one night, what they did was replace everything in the Laptop. And sense I got it back it has run great. I did the upgrades to the bios for the laptop and the video myself and this laptop is as fast or faster than most of the desktop gaming machines that my friends have.
Here at the base the guys are getting the G73s and are loving it.
The only issue I had was with BestBuy that took over two months. But when I got on the phone with a supervisor on the ASUS Tech line they got me fixed and fixed quick. So was everything roses , no. But they did get it fixed.
I have read on here about some who have sent in units and it has taken a long time to be repaired, but when I see where it was sent to I started to see a pattern , they all where sent to the same location or one near the same . And it seems that those repair centers are over whelmed and or running behind. I would ask to have it sent to one of the other centers that seem to be running quicker. Or at least see if one could do that, it may make it go quicker as they do not seem to be so far behind.

 

I had my basic there. I was in training when the film Stripes was being made, at the triple nickle. Good memories. Unfortunately I had to go to Ft. Sill OK for AIT. What a nowhere area. But the cowgirls were cool. Good luck and thanks for serving. Sorry to derail the topic. But brought back memories from about 30 years ago.

 

Can't make this stuff up... After countless calls and waiting on supervisors who never pick up the phone(35 minutes last night then disconnect). I decided to pickup my pieces from the Local service provider and ship it off to Louisville. ASUS seems to have a real disconnect between their support group and their partners. I guess it is starting at the beginning of the queue. TBC.