ASUS RMA service problem.

I bought my N8v laptop from NewEgg before Xmas so I could get it when visiting the US for my holiday. While initially delighted with the laptop, a huge (one CM sq) piece of paint came off with the stickers.
I contacted ASUS and they said I should RMA it to CA. OK, I heard a lot of good things here about ASUS service so I went for it. About three weeks later my laptop arrived here in Japan (my mother shipped it out form our house).
Unfortunately right away I noticed the touchpad was dead. No movement, and no buttons. I tried booting Ubuntu, while I have installed previously so I could check for a OS problem. No dice.
I spoke with support about getting a hardware manual, but they don't have one yet. So I studied other ASUS laptop guides and opened mine up. Turns out no only was the cable not connected, but the connector socket itself seemed broken - the sliding lock would not move.

I guess I got unlucky, but at this point I am hoping they just send me replacement parts so I can fix it myself. Is suspect the Japan service center is far smaller and less experienced that the US. I paid for this notebook more than 6 weeks ago and have only a few days use on it.

Anyone have any tips on how to work with ASUS support most effectively to escalate and issue and handle it as you want?

 

Well, I took it apart again and managed to fix it. Some delicate work and scotch tape did the job. When the are available from the parts store I will buy a new touch pad for back up.

 

http://support.asus.com/service/service.aspx?no=407&SLanguage=ja-jp

Let them fix it if it's still in warranty.