Outsourcing RMA?

Sorry if this has been posted somewhere else, but I haven't seen it posted anywhere. My G73J has a problem with the power adapter not powering the laptop unless the connector is wiggled and moved around to a random sweet spot so to speak. I also noticed it's been getting hotter than usual as well, with the graphics card hitting 95-100C running something like WoW no where near the max setting.

Ended up with no choice but to call Asus to set up an RMA for both of those issues. I asked the tech support where the laptop will be sent to. From what people said here it's either to the Asus facility in Fremont or Indiana. But what I was told as the laptop will be sent to a location in Milpitas (a city next to Fremont). Looking up the address shows it's not an Asus facility but a company called Bizcom. Worse, the FedEx label they sent to me had the wrong zip code, assuring that if FedEx will delay the shipment.

Now I'm starting to get worried. Is Asus now outsourcing their repairs to a third party company? Anyone ever have a RMA sent there? Or am I worried over nothing? Guess reading all the horror stories here about RMAs got me nervous.

 

Hello,
It is possible they are an ASP (Authorized Service Provider). This is normal business practices for all OE/OD Manufacturers.

I live in the Southern California area and it just so happens there is an ASUS ASP right down the street from my work. If I ever need to RMA my G73JH I intend to contact ASUS get the RMA and then personally deliver my baby to them for repairs. I know that there is a possibility of delays in parts shipping doing it this way, but my hope is I'll never need to use the RMA process.

In Agape and Peace,
Trav....

Edit: Here's a link to find an ASUS ASP in the USA or Canada...

 

Yes, Asus has a list of authorized repair centers where they may send your notebook.

But all parts etc, are from Asus in Fremont, CA. So you are not getting 3rd party parts. And they use the same system as Asus, the same website program and you can contact Asus customer support for updates also just as if you had it sent to Fremont, CA.

 

Good to know.

I called the place Asus has me sending the laptop to since I live not too far away. I asked if I could bring the laptop in instead of FedEx-ing it and they said that's not a problem.

I also asked if I could also provide my own thermal paste for repasting, and they also agreed that could be done. Feeling a bit better about this RMA.

 

In most cases you're going to find that ASPs are much more interested in making a customer happy then the larger scale repair depots like the California or Indiana ASUS owned centers. They work in larger volumes and as such a small percentage of customers end up with a sharp pointy stick in the eyes.

That is why I will go with my local ASP before sending off to a depot.

I know for a fact that HP uses UPS to do most of their repairs in Kentucky - Imagine that. UPS repairing computers - The issue isn't the repair job - it is the shear volume of repairs that need to be done is so high that only a large scale logistical company like UPS can do such a job. They are located right at the UPS airport so once the repairs are done shipping is pretty quick and painless..

In Peace and Agape,
Trav...

 

Well this all happen to be where I live.

Trust me that the people who work here are not run of the mill.
This is the Silcon Valley and we have like 12% unemployement rate.
So these people will do there besat not to mess things up.

Freemont is like 5 to 15 min away from Milpitas as well. So the parts will get there fast...

I might need to swing by Bizcom and check it out....

 

I do wonder if this is a recent change though for RMAs. The fact the FedEx form Asus sent had the wrong address information on it doesn't help.