Hey Gary, Asus Repair Policy Question

Hello Gary,

Thanks for replying on these forums. But can you tell me when Asus repair policy changed?

I remember when my G1 with 8xxx series melted three times. 3-4 years ago
- Each time I had my G1 sent to Fremont, CA automatically, never sent to some unkown authorized blah blah.
- Each time it was a guaranteed 4-5 business day turn around unless they had to wait for a part to be ordered.
- Each time it was overnight shipping to and from.

I recently did an RMA to Asus for my GPU and keyboard lights.
- I had to hassle with the rep for quite a while as he discussed with his supervisor back and forth to get it to Fremont, CA.
- It's ground shipping both ways. Waste 10 days in transit since FedEx guarantees in five days, but heaven forbid if they ship it faster than 5 days.
- And lastly, I was told my a customer service rep, it's a 10-14 business day turn around.

So when did all these changes to Asus repair policy happen? I appreciate that Asus is repairing my notebook free of charge for labor and parts and free shipping. Just amazed at how drastically different the new repair policy is.

 

6 months ago I had to RMA a G71GX. Asus would only pay for fed-ex ground both ways. It took 12 days to get there, almost 13 days at Asus in Indiana and 14 days to get back. The funny thing is that they uninstalled my legally purchased W7 HP 64bit and put Vista on without product key to fix a failing GPU. Thank GOD I was able to return it to the retailer.

4 months ago I had an Asus rep recommend an RMA. I asked about shipping this time around he said; UPS ground only.

I'm glad no one really use/need these Asus laptops........because one might start to think that maybe....just maybe 1 month maybe a little to long for an RMA.

 

Yes, one month for an RMA is a bit much I thought also. 10 days in transit and 14 days in repair. 24 days, damn. I curious to find out what MSI's situation is, MSI is looking more attractive. Proper vBios without a swarm of G73 unhappy users hitting forums, etc and possibly repairs under 24 days.

 

I just had mine in the shop for a month. 30 days ... but only 21 business days. Transit time would have added another 10-12 days, too. To top it off, my g73 came back GSODing really badly (I had none before, and sent it in for a mobo issue... and the swapped out the GPU for some reason ...).

Wonderful service, I tell you...

 

wow what kindof ups is in your area?

i just did an RMA and i tracked the package to the indiana location and transit time was standard UPS times. it actually got there a day earlier than UPS said it would (2 days instead of 3).

are you talking about the time it gets their to the time it is assigned a technician (and shows up received on asus's site?)

all in all my turn around time from sending it to receiving it was 10 days. Which in my opinion is a great turn around for an RMA.

i couldn't be more pleased with the way ASUS handled it.

 

Shipping was pretty fast for me because I live in Chico ca and Fremont is pretty close (3 hour drive) however originally they wanted to send my rma to Indiana and I had to specifically ask for Fremont and had I not done me research my laptop would be in Indiana right now.

My biggest problem with the rma situation is the disconnect from the people you call on the phone (in another country) to the people actually taking apart your laptop. I believe that if I could have talked to a tech my problems would have been resolved

 

So when we do an RMA - Are we required to ship our "babys" off to some other place? Or is there an option to take it to a "local" Authorized Service Provider? It just so happens I work down the street from an ASP and it would be much easier to work directly with them, then with the disconnected (in another country) reps on the phone and the "fremont" or "indiana" repair depots.
Thanks for the input..

In Peace and Agape,
Trav...

 

Trav actually it's the opposite of what you seem to think. Asus prefers to send your G73 to a local ASP. Sending to local ASP means Asus can use Ground shipping and have it delivered in 1 day etc.

The reason I insisted on Fremont, CA is because I knew my unit needed parts to be replaced. The ASP's do not stock lots of G73 parts. And I know when ASP orders parts, the parts are from Asus Service Center in Fremont, CA. So instead of having my G73 just sitting around in a local ASP waiting for parts, I could just have it serviced at Fremont, CA.

Anyways, no worries on that. Just tell the CS which ASP you want to RMA it too. You should be fine.

 

Great to hear!!! If I do get to that point of needing an RMA to the ASP I will probably work with them to make sure the parts are available when I bring the machine in for repairs.

Currently I have 2 RMA possibilities, and being a tech for my companies notebooks I am tempted to do the repairs (possible repaste- left palmrest clicking) myself, I just don't want to void my warranty, which is the only reason I'd let somoene else touch my baby -

Thanks again,
In Peace and Agape,
Trav...

 

I just got an RMA from Asus for my EEE that has a LCD issue. The email says, "You are responsible to pay for freight when shipping your unit to ASUS & ASUS will pay for freight to return your unit back to you." What the duck? I thought they pay for shipping each way. Giving them another call...