My fairly horrid experience with Asus Europe RMA

Hello people.

After 3 months and 1 week, I finally got my replacement G73jh bak today. I'll just summarize this with the email I just sent off to Asus, english is not my first language so I'll just apologize for the grammar and punctuation and all that.

Anyway, here's the emaill that should sum it all up.

I'm posting this is a heads up to potential buyers who may or may not find this information interesting if they ever may have to deal with Asus RMA department(s).

 

Wait for Asus' reply. There was obviously a mixup between customer support and the techs who repaired your notebook. Hopefully you'll be able to just send it in and get a new one/upgrade. That said, Asus can be pretty bad with stuff like this, so make sure you get your point across. This will be easier over the phone than email.

 

There's allways hoping I guess .

After over three months I've basically lost all hope though. The phone support is another chapter on it's own (not a pretty chapter that either I'm afraid), but the gist of it is that they've constantly told me to email them as apparently, whoever is answeing emails is a whole different department and Asus' norwegian hotline has absolutely nothing to do with, well, anything.

The phone guys did register my RMA initially, but after that they've constantly told me to email as they don't have access to whatever it is they want access to.

We'll see what happens I guess, maybe I should just buy an SSD disk to get over the horrible HD performance this thing has compared to the XT (a bit of a sidenote but I'm really surprised at the difference between them).

Another fun fact: I'm now getting some GSOD symptoms while writing this as well. Guess they still ship these with defective vbios installed .

 

Oh yes, this unit comes with a defective vbios, just had a gsod while trying to unwind in a game. Oh well, that's an easy fix at least.

I have all the paperwork and all the emails sent back and forth between me,the store and the various service departments.

 

Well, yes, you're right about that. Sort of. Except things are horribly expensive in Norway so I actually paid ~2700 USD for the laptop last summer.

But the gist of it is the same; if they refund me a boatload of cash so I can do the upgrades myself I'll gladly take care of it. Unfortunately it doesn't seem as if Asus wants to refund anything directly, only through the retailer, which in this case is impossible due to the bankrupcy of said retailer .

I'll try calling them now to see what they have to say.

Okay a bit of an update. Their support hotline wasn't open yet when I tried to call earlier, but now they called me based on the email I had sent them.

They're going to make a pickup and fix me another machine. I'm impressed by the fact that they actually reacted very fast this time around. We'll see how long the actual turnaround is this time around, here's hoping for somewhat less then the last three months ;-).

 

without a willing vendor to fall back on unfortunately you have to work it out with asus. keep posting keep writing that may raise an eyebrow. perhaps that is what helped you get the reply you deserve

 

Håper alt ordner seg for deg.

Luckily, I haven't had to RMA my G73JH, even though I've opened and repasted my machine three times now. I have a feeling that I'm kinda' lucky that I haven't broken anything. And I really don't want to mess around with RMA here in Norway, after yours, and everybody's horror stories.

 

that is sort of exaggerated. once a repaste is enough. the vast majority of them did not need to be repasted. the whole repaste movement was conjured up by interested parties who benefit from the purchase of thermal paste. kind of like telling people there is a rice shortage. people will go and buy rice. if you had to repaste your g73 that many times then either you were a victim of the movement or your laptop was a needle in a haystack. i am helping sell thermal paste reapplication just by talking about it.

 

They've now offered a new machine, here's hoping things will be a bit better this time around ;-).

Was now offered 720qm, 8gb ram, 1tb hd, fullhd display, bluray, same 5870 as I had.

With those upgrades, the windows version becomes a bit more negliable as their value is comparable for me to an upgrade of whatever windows this thing ships with.

Takk

Truth be told, this is a bit of a negative picture I'm painting here.

If the fan had been available the laptop would've been back to me in a matter of weeks. The pickup and delivery service was simply excelent and very quick.

So if you're less unlucky then me, an RMA might not be a horrible experience .

 

I repasted again and again because the temps would rise over time. The first two times I used Noctua NTH1, which I now believe was too thin for the connection between the chip and the heatsink. The last time I opened it the old paste almost wasn't there, it had burned away. I applied the ICD7 I'd finally bought, and now I see both lower and more stable temps overall.

 

Well well, another month, another update.

The laptop arrived in Norway this weekend. Checking the tracking number online, I sort of figured something was going wrong as the laptop is now held for customs and duties.

I'm not supposed to be charged for this for a laptop recieved under warranty as I've allready paid these when I initially bought the machine.

So here we go again, new emails, new calls, more disappointments.

I really hope for Asus that my case is the exception. This is just horrible.

 

Sorry to hear about all your grief. I was unfortunate enough to have to RMA my unit after only 1 week. To compound that it went to the crappy IL location in the US. ONLY after emails and calls to both Mason and Trinity was I able to get my laptop sent back to me that same day.

I've happy with it now. It hasn't been a PITA as of recent, but it has turned me off to this brand. When the time comes for a replacement I think ASUS will be near the last if not the last on my list.

 

The customs is standard in most countrys and "random". I remember my JH waited over 2 months to get my hands on it and as it arrived suprise suprise customs.

They might just take random items to check if they apply to local laws and can be let into the country.

I cant belive things can go so wrong. Most of the time im reading the forums about faults and problems but i dont have any of them. Had the BSOD yes but updated vbios and gone. So far have had no problems. Did not even do the fresh install of win like most.

Hope the notebook is not a disappointment again