Sent in laptop for warranty a month ago and they haven't done anything yet

How long does the warranty usually take?

28 days ago, I sent my ASUS G53SW-XN1 notebook in because the power input on my ASUS G53SW-XN1 notebook is broken (i.e. the pin is no longer visible). ASUS received the laptop on April 19th. I called them today and checked the status online, and they haven't done anything with it yet. I only had the laptop for a few months before I experienced the issue.

The repair status is: Waiting-[WB1] Wait for Material/Spare Parts

According to the site, the Repair Status Route is: Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished.

This would mean all they've done so far is receive the product. They can't find parts to their own laptops even after 22 days?

Is there any way to expedite this? The sent the laptop in for my girlfriend, and it's the only laptop she has, so she has been without a computer for over a month at this point.

Thanks,
Vic

 

mine only took 3-4 weeks for a new MOBO...shrugs i would file a BBB complaint.

Also pm a mod to delete double post

http://www.bbb.org/

 

I would file a complaint. ASUS has really gone downhill recently in other RMA departments as well (motherboards, etc). We do not have an ASUS representative on our forums, unfortunately, but you can reach out of Raja@ASUS over at HardForum if you wish. If you do not see action on this soon I would consider filing a small claims lawsuit for breach of warranty.

 

amen stick it to the man!

 

ASUS does not respond to the BBB, nor are they a member. You can file a complaint, just don't expect any action from that avenue.

In terms of the wait, if your part is on backorder, there really isn't any way to expedite the process unfortunately.

 

The power pin connector of the G53 Series laptops appears to be a weak point. See power connector pin broke on my G53jw

and http://rog.asus.com/forum/showthread.php?10248-Power-cord-won-t-plug-into-G53-SX

It appears to be a bad design.

 

I had to send my G73JW-3DE last year for a new motherboard. It took them about two weeks to update my status. Once it did update to repairing, again two weeks mind you, it was repaired and shipped out that same day. Still took five days after shipping to get back to me. I live on the East Coast.

Waiting almost a month though is way too long. I had an HP HDX18 before I got the G73 and had to return it twice for RMA for the screen but it was two day shipping both ways and only took them a day to fix it so I had it back in a week.

I can understand if they don't have the parts then it taking a while which I was informed when I sent mine back for RMA that, that issue could add longer turn around but you would think they would at least update it online or let you know. It's a shame they aren't part of the BBB but maybe there is another agency out there that could help if you can't get anywhere with ASUS.

 

BTW with them not being part of the BBB iof you still fill out a complaint to the BBB. The BBB still keeps a record of it and can use it against them down the road if they apply to be a member of the BBB

 

This post scares me so much when I was considering returning to Asus.

What happened to Chastity? Asus need to pull their finger out because their warranty means squat. I had a problem with my Alienware and they offered to send me the part to fit myself or send out a technician next day to fit it for me at my house at a time of my choice, you may pay an arm and leg but that is what you call a warranty service. I chose to fit it myself, arrived next day.

 

Chastity provided great technical support, then became an ASUS employee, received ASUS "Training"... and was never heard from again....

 

Its like a cult

In a Brad Pitt Voice:

''Rule 1 of Asus club is that you do not talk about Asus club..''

 

How long ago was this purchased and was a credit card used?

The best course of action is to put the entire item in dispute if so. Having a multi-billion dollar company working for you is better than trying to go at it yourself.

Putting it in dispute citing that Asus has your laptop and seem to have forgotten about it and you would like to dispute the charge as you do not want to pay for a laptop you don't have. You can pull it out of dispute if the laptop is returned but for now, this would get their attention as the moment you dispute a charge, the money is pulled from the merchant immediately, then the investigation begins.

I'm sure they want your "business" so this may expedite their attention to your laptop.

Best of luck to you and remember, people start to get their A__ in gear when you pull their funds.

 

Where did you purchase your unit from?

Did you contact customer support via e-mail or telephone when you created your RMA?

Is this RMA in the US?

 

You are now well past any reasonable time frame for the return of that laptop. If your credit card company can dispute the charge, file it now. If you can't dispute it, file in small claims and seek to get the first available court date. Again, file for breach of warranty contract and ask for a refund plus applicable court fees. ASUS probably won't send a representative and the court will rule in your favor. If someone does show up the judge will probably give them a good lashing and you'll still win.

You could send them a "warning shot" and mail to them a certified letter stating your intent to file claim if the laptop isn't repaired and returned within 7 days or a suitable replacement laptop is furnished. Or email it to the highest level manager you are aware of.

At this point any correspondence you have with ASUS should be in writing or email. If they call you tell them for legal reasons you will not discuss the matter over the phone and kindly give them your email address.