My G73JH Story So Far

**UPDATED 1/31/2011**

Days without my notebook: 46
Days that ASUS has had my notebook: 43
Business days that ASUS has had my notebook: 26

And so it goes on...

**END UPDATE**


Well I thought I would give my story on my asus repair. I have had fussy electronics for as long as I can remember. Some would say it gives them character, a personality...I just think it makes them a pain in the a...well you get the idea. Anyway, I bought my ASUS G73JH for my birthday. What an amazing machine, and sharp looking, and it worked great...for about two months.

I had heard of the GSOD issues, but when my asus suddenly shut off playing Dawn of War II, I didn't immediately make the connection. The back right fan also would grind for 30-60 seconds after it had been shut off for awhile. Finally after a week I wisened up and looked at the temps, the GPU was indeed overheating. I called up ASUS and was given the usual run around, is the machine clean, ambient temperature, bios, drivers(which asus had only one on their site...stupid question)..of course I had looked in to all that before I called. Finally after another few weeks I had had enough, I grabbed AvP, tested it in DX11 mode. It took less than two minutes to cause it to crash.

I contacted ASUS and told them the situation and they agreed now it needed to be sent in for repair. First hassel, they didn't send a fedex shipping label. When I called in again to get one, the shipping address on the label was completely different than the original shipping address they provided...it was not even an ASUS address. I called in a third time and finally received the correct fedex label. Kudos to fedex for a very fast ship time.

It arrived at the asus facility on 12/20 at 9:30am. Until today, I have not recieved any communication with ASUS whateverso at all on what is going on with it. This was worrying. After getting off the phone, I was told it would take 14 business days after it entered repair. Wait ....didn't their site say three days...why yes it does. She claims all repairs take 14 business days. Gee thanks asus, I am glad you have me without my notebook for a full three plus weeks including shipping time for your mistake.

I have had a number of repairs done to electronics due to defects, two of them notebooks. I have never been treated in such a way before.

A message to ASUS: you service has been atrocious and I highly doubt I will ever buy an ASUS product again. You like to advertise your low defective rate...I guess that is a good thing for you since if it is defective you fail terribly.

 

Sorry to hear that.

ASUS 360 Notebook Service Program

If you read number 5 it says that in most cases they will have it repaired in 2 bussiness days but that it is not always the case.

After sending mine to be repasted it came back after one week. Shipped on a thursday and at my front door one week later.

Hope you get you're laptop back in good working order.

 

Also in point five it says they would notify you. I have not received anything after fifteen days after they have taken the notebook in.

 

It continues...

So here we are, sitting on the 14th business day and it is still in repair, following what I was told were their holiday closing days. I called up asus again, and asked to speak with a manager.

Well first he didn't even know where I was reading the ASUS 360 protection program, and come to find out that the RMA information is listed, in my opinion, in a terrible spot. I originally went to services and then clicked on notebook service program, simple, and it gave me the RMA info. Guess what, it doesn't say anything about a 14 business day turn around time. Well the real site is under services, go to support, then warranty, then...what a terrible site. This is where it states 14 days, and even being a techie, I never would have gone here.

So all that notwithstanding, I was told that this is not the 14th day after all. Their repair center had an extended closing for the holiday season that was not communicated to customers. So now the expected date of shipment is the 17th. Remember They received it on the 20th.

 

Still going on...

Asus has now had my notebook for 32 days. I called in and spoke with a rep who said my case will now be escalated. She couldn't give me any additional information, but asked that I wait to receive a phone call within "2-3 business days" with more of a detailed update. Hey, it's been five weeks, whats another 2-3 days right?

 

What RMA department did you send it to? I hope it wasn't Asus INDY, cause my laptop is there now and if mine is gone for 30 days, I'll be driving there with iron fists ready to watch them fix it in front of me.

 

It was indeed to indianna.

 

I had mine fixed at the IN facility also and it wasn't until the 14 business days had passed and my RMA was escalated that they shipped it back. At any rate, you should get it soon.

 

Well crap, that really really sucks. I'll start making a fuss about it now hoping for better outcomes. Has anyone had a good RMA experience with indy?

 

I haven't read anything why this person is complaining yet. 2 weeks is not a unacceptable. For repair for any notebook company it can take up to a month. Website not being updated to current policy is not a reason to make a post about how awful a company is either.

I'm assuming this just another Asus troll post and adding to ignore.

 

Should I explain my story, how I had to RMA my g73 4 times and have it replaced once?

Long story short, owned one, returned it because it overheated very quickly ... the replacement was fine for a while, then I started getting errors in the event viewer, jumped through their stupid tech hoops (bios update? video card update? clean install? full restore?).

Sent it off with a mobo problem. Came back with a new GPU (which threw up GSODs, too - before they had the new vbios).

Sent it off with both to be replaced. New mobo, GSOD Gpu.

Sent it off again. DOA when it came back. Would not turn on. I mean, do they even test these after "fixing" them?

Sent it off again. Came back with a new mobo and badly pasted GPU. At this point, the GSOD fix was available here, but for some reason the techs didn't check it.

And I figured that I'd rather stick with a GPU that hits 100-105 (memIO) in furmark than deal with asus repairs.

Took almost 3 months. I'd only owned it for 2 months.


So whatever you'd like to say about repair times ... Asus repair really sucks - Once? Okay. Twice? maybe. 4 times to get it right? (5 if you count my initial unit). Definitely some sort of problem over at asus. Not to mention that it was another 4 months after that before we got a working keyboard.

Thank goodness for Gary Key - if I ever buy asus again, it'll be because of him.

 

PM me your RMA number

 

I am sorry...are you kidding me? Their 360 coverage says average return of two days...and I have been without my 1600 dollar notebook since december 17th. How do you feel I have no right to complain?

My word...that is about all I can say. I am genuinely sorry to hear about your troubles. I have fussy electronics, but have never had that kind of issues. May I ask though, why do you continue to buy asus? I mean besides this very length repair time, the unit was excellently built and the fastest machine I had ever used. Great screen and speakers as well. So I can understand choosing ASUS again, just wondering what brings you back?

 

Havn't bought *anything* since my g73jh. Havn't needed to.

 

Contact "Trinity Sparks" at the CALIFORNIA office (don't have the number, but search my past posts). She was able to light a fire under the ON facilities and get my laptop repaired and ready for pickup in less then an hour after I called her.

 

So... what about my G60 that wont power on via charger or with a battery.... its 3 days out of warranty? Who would be the person to call? Asus made sure that i Knew it was 3 days out of warranty... some great service they provide....

 

This. Honestly, if it weren't for Gary I'd be demanding my money back for this POS laptop that he and his team made workable. Moreover, the guy actually takes time to help some of us out with issues. I know he's helped me with an RMA and several other.

Props to Gary. Asus your service and products have some real bad issues.

Honestly though, does Asus have a Lemon policy? Cause my story is similar to these.

 

Just a bump to keep this current.

 

I filed a complaint with the consumer protection agency about my laptop. The CPA contact ASUS and yesterday I received a phone call from ASUS after 28 business days, 48 real days, letting me know that a part was on back order and then it would take another 7-10 business days for the part to come in before repairs could begin.

As of today:
Days without my notebook: 49
Days that ASUS has had my notebook: 46
Business days that ASUS has had my notebook: 29

 

They should just replace your laptop with a new one for all the trouble they caused. I know its not that simple, But cmon Asus. Fix your RMA process.

 

After what I went through, ZevoOptik's woes are, sadly, unsurprising.