RMA Fun

Hello everyone,

So I get my G73jh back from repair on 3-17, (from Jeffersonville, IN) fire it up and I am greeted with this message:

Intel Anti Theft Technology 2.0 lock due to: Platform Attack Detected
Time left to enter password: 3595 second
Please select one of the following for platform recovery:
1 - User Password
2 - Server Token Password

I then call up customer service, and after jumping through all the usual hoops, the rep says that I have been sent the wrong laptop. So he says it will be escalated and that I will be contacted about what to do next. This afternoon I get an email that states: "Due to problem unit you were sent replacement unit with different serial number with extra 3 months warranty. As a onetime courtesy, this is not covered or provided under warranty guidelines. Thank you"

So, apparently now there was no mixup. I was just sent a replacement. Of course the email said nothing at all about the fact that I can't get past the password screen above, which is the whole reason I called in the first place. So I call again and have to explain everything, again, and jump through hoops, again. (turn off, press f9, f2, etc.) I explain the message above in detail to the guy, so he gives me a few, what he calls "Bios passwords". None of them work however so he says he will escalate the issue (yay ) and i will be contacted within 24 hours.

I'm curious, is that message actually asking for a bios password? Or is it something else entirely?

Sorry for the long message, I was just curious if anyone has experienced something similar, as I haven't been able to find anything similar in my searching. I fully expect that I'm going to have to ship it back, and I'm sure they will pin the shipping on me.

 

Contact Trinity Sparks or an Asus executive/president e-mail.

That's how I got a refund for my 6 week+ RMA.

That worthless call center with uneducated bums will get you nowhere. I know, because I spent about 15-20 hours over the course of 6 weeks trying to get info on my RMA.

At least you'll be able to reach an assistant of the higher ups, which can forward your e-mail to someone with power that can make magic happen.

I personally dealt with a "Tom" from Texas (?) in order to get my refund cheque, but I'm sure anyone around his level will personally handle it.

Another idea is to contact your reseller since they too have power.

 

Is Trinity Sparks a user here?

A refund would be the best case scenario. I was looking over the replacement they sent me last night. It has several of the rubber feet missing from the bottom, and what looks like a two-inch or so scratch on the screen. I hope it's just a mark that I will be able to clean.

I guess they just threw one in a box and shipped it out without even turning the thing on to check if it worked properly. When I found out I would have to send my laptop in I expected a headache. So far this is exceeding expectations.

I'm regretting this purchase more and more everyday.

 

Sorry for your headaches but thank you for reminding me why I went with Sager. When I first started looking for a laptop I read a lot of horrible experiences people went through with Asus and crossed them off the list. When I saw the G53sw for pre-order its stealth bomber looks almost made me forget that I had crossed them off.

Hope your situation gets resolved soon!

 

On the asusrog.com forums, you can PM "Mason@Asus" as he's an Asus rep who can handle your case.

 

Thanks Chastity. PM away. It's been 24 hours and they didn't contact me, surprise!

 

I will be quite upset with asus if I hear that they keep giving out refunds after all the crying and hell I went through to get a working unit. HellCry will probably slit his wrists.

 

Well seems like I'm not the only one...

I recently called Asus asking for my third RMA. First time my MB and Videocard died on the laptop. Second time I got a PSOD, A week later form getting the laptop I got a second PSOD. So I tried to call Asus support for Mexico. (The number I've dialed for the first 2 RMA's) which no longer works... so I called Asus support so they can point me in the right direction. I was promised to get a supervisor to call me within a week... 3 weeks later still waiting ( I did got a call after 12 days but I wasn't home so... Haven't got a follow up call or anything).


So here I am, saving all the money I can for my next alienware... I'm done with ASUS for good.

I'll follow your advice Chastity, who knows that might do it, although I've already emailed Gary Keys on this and still nothing.

 

Mine was painless...free shipping both ways, took about a week.

Of course the network card got fried because of winter + one too many static
shocks.

That was the main issue, some sub issues were missing rubber feet aside
the battery (fixed), left side ctrl key is not at such an odd angle (fixed, but
still a little off and one minor thing that I'm forgetting that got fixed.

But, every experience is different (though, many thanks for the vBIOS update).

 

AW FTW!! I went through a couple of bad M17x-R2's. But my 3rd unit is fantastic.

 

Well they finally called me on the 23rd. A man who said he was a supervisor told me that asus would pay for me to ship the replacement unit back in. He needed the serial no. which I didn't have at the time because I was work, so he said to call back later. So I do and of course the rep sounds utterly confused about the whole thing. Eventually I think she understood, she gave me a new rma number and said that I would receive a FedEx shipping label and an email with instructions for returning the laptop.

Well it's been over one week and no label or email has arrived, and it's been two weeks that I've had a useless $1100 brick sitting around. Someone in that repair facility knows the password to access the computer. I don't understand why someone can't just find out and provide it to me. Wouldn't that be cheaper than paying for me to ship it back?

I also sent a PM to the asus rep Chastity suggested, and I never heard a peep back from that.

I didn't think I would ever see Circuit City topped for terrible customer service. I'm about ready to put a hammer through this thing. Definitely won't be buying asus again.

 

so was it a she or a he hope you will get ur g73 back soon,w/o any problem of course

 

"He said to call back later." I spoke to a different rep when I called back, you know, you speak to a different person every time, each one just as clueless as the last. It's like starting over every phone call! Awesome!