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    Amazing Asus customer service!

    Discussion in 'Asus' started by jabba1900, Mar 11, 2011.

  1. jabba1900

    jabba1900 Notebook Geek

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    I just got back from the Asus repair centre in Toronto and I just had to post about my experience right away.

    We own a nearly 5 year old A8Js (see my mini-review here) and for the last few months the hinges started falling apart. From reading on the Internet it seems we were lucky that it lasted this long since the hinge design is known to be flimsy on this model.

    I tried to get parts online (Asus e-store and other places), but I had no luck, so in the end I took the laptop to the Toronto repair centre (located at Woodbine and Highway 7). The plan was to ask them if I could just buy the parts there and then repair it myself. Wasn't planning on spending much money on 5-year old laptop. However, they couldn't sell me the parts. Instead they offered to repair it for me - for free! My jaw almost dropped!

    After three days it was ready for pick up and I can't believe what they have done. The laptop looks brand new! Actually, it is pretty much brand new. They replaced the LCD cover, the LCD bezel, the top case (surrounding keyboard and pad) and the keyboard.

    All that work on a 5-year old laptop, obviously long out of warranty - what other company would do that???

    All I can say is that Asus now has a customer for life. We would probably have gone with Asus as a replacement anyway, since beside the hinge issue the laptop has been bullet proof. However, this just seals the deal.

    I hope others have had similar experiences.
     
    jabba1900, Mar 11, 2011
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  2. ClearSkies

    ClearSkies Well no, I'm still here..

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    The hinge issue was a well known defect in the A8J series, and is likely the reason that you received the free repair as they were always doing that back then for people who brought them in. As for the rest, they probably had the parts lying around and thought they'd be nice and get rid of them off the shelf at the same time. Your day of good luck, certainly.

    Asus warranty and tech support has slipped from its stellar reputation in the days of yore around the W3 series days, and there are more frequent scattered reports of issues recently, but is still generally good overall in North America - I just had an issue with Asus Fremont not putting my Eee 1005 back together right after a MB swap, but Ken @ GenTechPC fixed it back up for me and I greatly appreciate his efforts :).
     
    ClearSkies, Mar 12, 2011
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