Asus F3: crack in palmrest at keyboard corner

Hey everyone,

I'm new to this forum (well, I've been visiting for months now), I gotta say there's a lot of infomative materials and help around here, much appreciated. This is my first post (although not the way I would've wanted). Anyways, there's a crack that formed about a week or so, or I found out last week. It's on the top case, trailing off from the right bottom corner of the keyboard. It's gotten worse recently, and certainly annoying and kind of painful to look at. The notebook is only about 4.5 months old, and I've taken the best care possible with it.. Never dropped it or rough it around (the lcd protection screen is still on lol). I am assuming maybe there was some sort of crack or craze line on the other side of the top case in the cracked area (possibly since day 1 and the cold temperatures ..since my furnace is broken, so perhaps plastic/any craze line getting stressed from expansion etc) and just got worse from there. I do play games on the laptop, so near the arrow keys the area will get some pressure (normal rest, not pressing down). Sometimes I lift it up like (well most people probably do too) a pizza box, so you handle the left and right bottom corners to pick up, which adds pressure and stresses it. I am guessing with the design of this, (there's an empty cavity beneath the cracked area) for expansion card reader or something, so the plastic on top doesn't really have much support (Probably not the conditions or how it is used, just bad design). BTW, this notebook is an Asus F3T-AP055C, chassis and parts are exactly like the F3JA, to me disappointing since the Intel counterpart (F3SV) has new chassis design (and F3T is a more newish model too--nevermind, topcase still similar). Anyways, I am located in Canada, I am just wondering if this is something I can RMA for? (I can probably use some epoxy or order a top case, but consider it's new under warranty and not exactly my problem) and if so, do I call them or website, and what number, I've looked around on other posts but can't find that much info (maybe I am not good with searching within forums). Any expriences with Asus Canada will be good too (days it took etcs--I just read around and know its quite decent NA in general) Any help appreciated!!


Alex

Pictures below

First discoverd the crack...

Just got worse.. it grew it bit longer towards the edge and gap a bit wider

 

Hi,

I think it's best if you try to RMA. They might refuse since it's physical damage, but that's less likely if you make your case carefully that there was no abnormal mechanical stress on the case.

If they do refuse, in the worst case you can get the top case and change it yourself. It's on the order of 20 dollars. The problem is that (a) you need a disassembly manual and some expertise to do it and (b) you probably need to remove the heatsink to take the case apart, which voids the warranty.

Another option is to fix it out-of-warranty, where in addition to the 20 dollars you pay 70 or more for shipping and handling. The bright side is that they might stick the warranty sticker back on the heatsink so you're still covered in case something else happens in the future. You need to ask.

So I'd first try to RMA.

 

Thanks for the reply... I'll try calling Asus. Too bad I bought this notebook 2 days before the offer for Asus Accidental Warranty 9/10 2007, really lame and unfortunate IMO. THe accidental warranty would probably take care of anything easily. Well, I hope it gets through, since it's not really accidental.

 

You know, it's eerie that I have the same exact crack at the same exact place looking the same exact way..... eerie. Where can I get a chassis? This was bought about 7 months ago so I know I don't have accidental damage warranty but I'd probably fix it after my warranty is up.

 

Try the ASUS estore.

 

@ Asus Guy-- Really, do you mind posting a picture of it? what model notebook is it?

Anyways, turns out Asus is more strict with damages like these. I mention about possible defect, the guy replied "we've never really had problems with these" (well, how the hack would you know, you don't deal with all of the same specific or similar models). All I got was a send in for a free diagnosis(on my own expense) ... some bull****... what's the point of sending it in just to get a yes or no based on how the technician feels. I am sure I'll have more chance in Taiwan with these types of problem, some negotiation talk, different cultures I guess. (N.A- sorry it's our policy--oh shut up..) Talk about buying at the wrong time, I missed it by two damn days before accidental coverage started (which is a free ticket for any service..whether accidental or not) Since this is an older chassis, I am sure they got hundreds of those parts lying around. Is there anywhere else other than the estore for the top case? anywhere else cheaper, perhaps a busted machine's panel would be fine..

By the way, EBE, could you tell me what is with the heatsink part of the removal process? is there a sticker or something on it. I am assuming removing this top case requires the removal of hinge covers, keyboard and the lcd, so I hope not really touching the heatsink or internal parts.

Anywhere I can find the assembly manual of the F3 series?

 

how the hell did that happened...

 

About the heatsink: it screws on the CPU with 4 screws, one of which is sealed with a warranty sticker.

Hmm... I wouldn't bet that you can remove the top case without first going through the heatsink, but it's a possibility. These laptops are so tightly laid-out that it is impossible to tell in advance what exactly will have to be removed to get a certain component free.

You should get a disassembly manual, that should clarify things.

 

I have an F3SR-AP074C that I bought 29 October 2007. In mid December it developed exactly the same crack in the case. I spoke to the shop I bought it from and they told me to call Asus directly which I must admit I haven't done yet.

I've attached a picture which is so similar to yours it just can't be a coincidence. I'm going to call Asus UK on Monday. If they tell me that it won't be covered by the 2 year warranty I will alert them to this thread.

Of course, if they still don't want to cooperate I will have no choice but to take it to Trading Standards. I'm sure you've got a similar thing in Canada.

Anyway. Picture attached below.

Good luck! And let us know how you get on.

 

Wow, thanks for sharing. That's three people on a short thread with the same problem. I am starting to think it is more of a design error, less of my own style of usage causing such problems. Please do let me know whether or not if they will get it repaired under warranty. I might keep on calling them or just submit a tech service email online.

BTW, does anyone have access to any disassembly manuals of the following? F3JA, F3T, F3JV, F3JS, F3JM, F3KA, F5VL, F3Sa, F3Tc, F3Jr, F3sc, F3H, F3M, F3Jc, F3Jp

because this is what I got after a request...

Hi,

WE apologize for any inconvenience...our service manual are strictly for our certified technicians usage only. We cannot release such information due to company policy.

we hope you understand.

thks

Must be "NA" division's reply again (or really cleverly trained outsourced ppl)...

Asus' service is really starting to piss me off...

Another fellow member thread with same topic (update to 2)
http://forum.notebookreview.com/showthread.php?t=215052

http://forum.notebookreview.com/showthread.php?p=2999191

Members Crack Damage Counter (including myself): 20 (as of 3/23/2008) ... too many now!! miscount already

Edit: update on crack.. it's now grown up to full adult, previous pics were young child then teenager...

oh ya, any fellow F3 Series owners with similar cracks please do post pictures, I gotta fight this til I get what I deserve as a customer...man these F3 series suck (not to ruin any F3Sv fans parties, but once the cracks come up, everybody trippin), 1200-1400 range for craplastic, I could've gotten an Acer with 200gb hdd and a even better and newer card for few hundred less (well probably about 2-3months after though).... shame on you F3 series and Asus..

 

Actually, there's 4 people with this problem, there was a thread made on the same issue since. It is clearly a design problem.

About the disassembly, yeah it;s not policy to release the manual but maybe you can contact a reseller and ask nicely?

 

Asus Canada was super fast for me when i had to send my W3V in.. 3 day turn around time from the westcoast to their RMA center in ontario

 

My Z62F has some cracking too. Its been babied. But the plastic has cracked.

 

Where exactly the cracks are?

 

Hi, I must be number 5 with the same problem.

My F3SC-AP115C has crack in same place. not what you would expect for a laptop worth £850.00RRP.

Asus Holland are supposed to be sorting it for me, but ive been given the usual crap that i must have caused the damage. Mines only 8 weeks old, and i paid with credit card so we shall see if they dont sort it out.


im having to send my pics to Holland to

(email removed) is dealing after the first person that was sorting it out decided to take a holiday last week. (email removed)


I shall also send them the 2 links off this page/site to prove that there is a 100% design fault.

Maybe if other users could send pics to the above email addresses at asus tech support.

I dont know how to upload pics, if they dont show on here could someone tell me how to do it for later.


cheers ....Steve.

 

hey thanks for supporting the thread, if you get a succesful reply, be sure to stay in contact with that person at Asus, I'll sure to get him as a reference if any A**hole tech service people deny me with a bad and helpless attitude. (whether it be someone from NA, or some outsourced jerk, of course there are good ones, not to offend all). Too bad I forgot to get that first tech support person's name...sob. Anyways, I'll call again, and email if necessary.

Btw, you can attach pictures by going to edit your post, find that paperclip on top, click on it, and you'll be able to attach photos like attaching files like email. Either that or host with a picture hosting site.

So ya, well, if people can get their cracked hinges fixed, there should be no reason why they should deny this service, I am sure once the crack is fully open, it'll weaken the center metal sheet attached to it, or around to the back and crack other parts ie hinges...

 

Asusteve: please do not post any emails of other people without permission, or other items from personal conversations.

To the problem now, yes, I personally think this should be fixed from warranty, given that you didn't mishandle your computer. ASUS Holland is quite OK in my experience, I think you're going to get along fine with them.

 

Ive now been told that its being passed from Holland tech to the UK.......

Im wondering if it will be this week, next week, or even this year as to when they will get in contact with me.

Even though Asus make the Sony Vaio, i should have just bought a Vaio in the first place. my last Vaio was built like a truck.(before Asus made the Vaio).

I will give them 24hrs (thats long enough). otherwise its back to the shop 92mile drive each way for a slanging match no doubt.

Ill keep in touch and see what happens.

 

I recommend you call/email them regularly. They need some pushing to get things done.

Sorry for being pushed back to UK, it seems UK support is rather bad.

 

Update,

I got a second email from the original adviser from asus tech Holland today saying that a supervisor has assessed the photos i sent and has confirmed that the repair will be done in warranty.

Then went onto say, do i have already have RMA forms request forms?

Im presuming that i download them from the asus site.

Looks like a step in the right direction.

 

There is a crack on the left-side of the keyboard and a crack at each of the two front corners.

 

Hey, that's great news. I hope this thread has somewhat helped, well at least this is the solid proof and will always be the backup proof. May I ask how you contacted them? What was your initial form of contact? phone or email, if so, email through the Asus site? cuz they don't really have any email directly open, except for tech service forms.. i think... Anyways, you have a great person who worked on the problem... the guy I called just said, "well you could send in the pictures, but we can't really do much with them." Someone needs to lose his job quick.

BTW, the forms I think is down on the Asus site, but the site provides instructions on how to obtain info, here: http://helpdesk.asus.com/ Actually, you should reply the email, they should give you a rma number from what I read

 

HI Atf1wc

Yes, hopefully ASUS did look at this site and the various pictures and complaints.

I initially contacted them via asus uk tech number then getting transferred to Holland, and it was only by chance doing a google the other night that i came across this site with cracked pics.

I dont know about Canadian laws, but surely you must have rights concerning your laptop, it even sounds like they are voiding your warranty, and surely you have a case against the so called 2 yr global warranty. I remember a retailer in uk that wasnt taking customers seriously, and this 1person made up a website, which isnt around now, and called it www.ebuyerdotcon.co.uk.

The guy that you called needs to book his ideas up and remember whos paying his wages, and just to let you know, my next step would to have posted on all forums swaying people away from Asus laptops.

Im sure that if you push them they have got to do your laptop free of charge etc etc. Maybe if you get it booked in for a different fault you could blame the postal service for the crack. Then they would have to sort it out surely.

Hopefully when i get mine sorted you could use these posts again as example and proof.

and because ive posted a couple of times it looks like im able to post pics now, so here goes. The crack has also spread since taking the pics last week.

 

Hi Asusteve, you can reply to that email you'll get an MS Word DOC or a PDF with the form. Like I said, with ASUS Holland your experience is likely to be good.

 

My status update also. I called them again yesterday, another fellow picked up, but communication needed to be a bit slower to be clear, but overall this person has more patience. I didn't get a name, but he's got an accent and english is more of a second language.

I told him about the situation, he referred to physical damage, but I explained about how within a week and a half 5 people have reported same damage (that's a lot, and should be something that would lead to factory recall if it was with cars, I am still surprised no F3SV are broken--since there's like hundreds here that own it, I am sure some of them are (ok confirmed now) ), and well, he got my point. The other guy just completely shut me off with bunch of irrational explanation (ie, your case is physical damage, ehh cause by physical damage.... well didn't make sense). Anyways, I got an email from Fedex and RMA this morning, the Rma was generated by Asus system in Taiwan, so hmm seems weird, maybe TW is the central system. THis is weird though, I didn't have to call Asus service centre in Richmond Hill for a schedule pickup, they just set one for Monday, but does this mean my system will still be sent there or somewhere else? hmm I'll ask around.
I now hope that everything will work out ok...I think with damages like these, ie hinges all that, and NA Tech service, do speak strongly (and you'll get what you deserve as a customer, assuming reasonable conditions are met..well with accidental warranty, there's no need to read this then), or else they'll have power over you and shut you down, something good to learn from with things like these.

 

I have an f3sv and mine has that exact same crack.

 

My F3Jp has developed the same crack. Babied it as much as I could and still have a crack. Called ASUS and they had no problem with sending me an RMA because of it. Just waiting for the email with the RMA number.

Hopefully, they have fixed the design flaw and just won't replace the plastic and have it happen again.

 

atf1wc, yeah, in general you need to be firm about these things if you want to get them done. Firm, but still polite!

Crusher16, unfortunately I'm not sure they will modify the design of the model to fix this issue. Also, I think that the malfunction is in the chassis, not in the plastic above it; the (metal) chassis distributes too much stress to the plastic, and therefore the plastic breaks.

Perhaps some padding can be added in some places under the plastic, and they know how to do it.. who knows. Hopefully they will be able to fix it so that it doesn't happen again.

 

Well, I have to say I'm in the same position, and came to this thread to see what to do.


But yeah, it looks identical to the pictures posted, so I don't think I need to post another.

Anyone know how much it will cost if I don't get it covered by warranty?

 

A top case is around 20USD on the ASUS estore. Plus shipping and effort if you do it yourself.

If you want them to do it out of warranty, + some 70 EUR (or USD) for shipping and handling.

 

I have an Asus F3J Notebook also with the exact crack. I called Asus today and received an email to return before getting the RMA form.

Regards, Thomas

 

Still waiting for an RMA,

Wish i could buy the top plastic and do it myself, but not sure if its available in England UK.

It would save sending the laptop around the world to Czech republic, or even further fo a 1 hour work to refit a top plastic.,.... hence the chance of the parcel guy nicking it. (past experiance of 3 vaios nicked by parcel_line uk).

Its the last time i buy Asus laptop, stupid thing is, Asus make SONY Vaios, and they are rock solid., my last laptop, a vaio was rock solid, unlike this cheap plastiky F3SC-AP115c that has a rrp of £850. and a great big crack in it.

 

Well, F is a consumer (therefore "cheap") laptop... This doesn't mean cracking plastic is justifiable

I looked at the low-end Sony Vaios in stores and they didn't seem too impressive either (a lot of flex in the palmrest for instance).

In UK that part would only be available through the repair center, or some ASUS reseller. You could try to order it from ASUS Holland here in the Netherlands, I was able to get some parts from them at a very good price.

 

£850 for a F laptop is not classed as cheap. Theres also a £1300 F series laptop available.

£250 for an Acer laptop is cheap. There arent many expensive laptops anymore compared to 3 to 6 years ago due to price competition.

So if anything an £850 laptop is quite an expensive one in this day and age.

 

I hear you there mate, I bet most laptops sold would be uber budget ones, just for the portability of the thing, the high end niche is exactly that, a niche not many people buying super dooper laptops, it's just that on a website like this you get a very blurred view of reality as we would mostly call our selves enthusiasts updating every other month and only really discussing top end hardware day in and day out! Just like the other PC forums I post on. It's all good though, an observation

I too have the cracked plastic on my 10ish month old F3JP I'm in the UK and only emailed them this morning about it, I want it fixed obviously but hope they don't repair it with the same broken and flawed cover that is on there now. Anyone else know how long the procedure is likely to take? Do not want to be without this thing, that's the other sucky thing about the problem!

 

Hey there, welcome to this thread. I just sent in my machine last Monday, so it's been 6 days still same status "repairing." I hope it gets finished soon. My experience hasn't been improving as both the calling and service part are not as smooth as they should be (calling twice, convincing them, service taking longer than average NA standards) Either they are waiting for part not in stock, or messing around with it, or delaying. Probably will call if not in a week by Monday..

PS: sheirrfadam: I suggest you call them also, they might not reply the email or take it seriously. Well, just to be safe.
hmm--- not factory design fault --- BS (to the TS guy)... the designer/s of the current F3 series should be fired..or suspended.. but probably promoted for company cost savings...and fired or suspended if increase in rma costs...(but maybe not, since we are paying 1000-1500+ usd/cdn 1200-1600+ in Europe for these cheapo lapos)
I am sure this thread will grow large in time. I wonder if people just started reporting after this thread was started, and ignore the crack grow b4? hmm 2nd thought maybe not..

 

I sent in my F3Jp last Monday, they got it on Wednesday and it has yet to show up in their inquiry system.

 

It takes a few days (at least in the US) for the notebook to show up on their RMA system. Honestly, (at least in the US again) you could buy a F8, or even a U6s for basically the same price as the higher speced F3s... No idea why anyone would buy one of them in that case.

 

I now have a second crack in the chassis. I purchased the Asus F3 in Sept. 07. By Dec. it had a rapidly growing crack in the lower right corner. Shop sent it to Asus & it was returned with a new plate (and what appears to be a redesigned "rim." Two weeks later my hard drive died - returned again to Asus. I have had it back for just over a week now and there is another crack developing in the chassis - same spot. This weirdness led me to your forum and I just sent the link to the shop I deal with (in Canada). We'll see what happens. Meanwhile, thanks so much to all of you for contributing. According to the shop - no one else has had this problem. I see now that is not the case. To date, I have had more trouble with this laptop than I ever had with little Acer that cost me less than 1/2 of price of what I paid for the Asus. On a brighter note, I should add that the new hard drive came with what looks like an updated Vista VASTLY IMPROVED AND MUCH MORE stable than what was on the Asus when I purchased.

 

You're not the only one feeling this way... Check this thread.

 

UK service can take on the order of weeks, depending on what parts they have in stock and what they have to order from Taiwan I suppose.

Yeah... the fact that the F is expensive doesn't change the fact that it's made of cheap plastic, unfortunately. I will not try to explain the high price but it's at least related to the fast components (although you can probably find examples of other brands that sell the same components at a lower price in a budget notebook).

There is also a history of ASUS not accepting that they have recurring problems when it is actually clear (at least for us on this forum) that they do have those problems. Check that post that was linked above.

 

I can't imagine having to wait weeks for resolution. I thought I did my research before buying but didn't see that Asus has a bad rep. for not dealing with probs. Ouch. I just received a note from the shop I purchased from & they said, "Asus will most certainly deal with this." They also said they have sold 50 or so of the F3's and no other problems yet. On mine - they will send it back for a third time but I should count myself fortunate, I guess. It just takes a week. Thankfully I kept my old trusty Acer. I am so thankful for a supportive shop and feel really badly for you guys getting the runaround and lengthy waits from Asus.

 

I've got the same dreaded crack in the exact same position as the rest of you.

I bought my F3K series in the US for $1200 in November.. but I live in the UK now. I hope the UK ASUS centre accept my laptop for repair

 

Hey, may I ask what shop it is in Canada? I got mine from NCIX (although great site layout selection, and sometimes price. Average to bad in store services, the workers are always slow, unmotivated and get frustrated with unhappy customers, and got lazy attitudes. See their own forum about the complains, and is the only thread the store members are afraid to reply in.. hehe---which is why I wouldn't let a computer store do any RMA for me..but still would get the job done, just a hassle imo). Since you are in Canada, just call the notebook site, don't need to rely on the pc shops. All you have to do is sit home, pack it, and Fedex will come to your door and pick it up. Unless you find packing a hassle. This is less time consuming with the store and you get direct 1 on 1 contact was Asus (and detailed emails too). So it shouldn't be weeks really... just a bit over 1 week for me.

A update on my part, I just got another email from Asus, my notebook has been repaired and just shipped, so I'll probably get it by tomorrow and post some pictures.

 

GloriaQ, after 3 failed repairs you should be entitled to a replacement with a new, at least as good model.

Edit: I edited the title of the thread to make it a bit more descriptive (google searches etc.)

 

Given my experience E.B.E. that's going to be hard.

 

Yeah, I know, UK... but it's still worth trying, isn't it.

 

man...after reading all this and i just bought my F3SV......make me worry....dam =(

 

I also have the exact same crack as the OP... so does that make me number 6? Actually, mine is a bit worse than his. I'm unable to post pictures because a) my Life Frame decided not to work and b) I don't have a camera.

I'm in school now so I can't send the computer away for an undisclosed amount of time at the moment. I'll have to wait until the semester ends in May.

But what is the benefit of sending my laptop away, where it has the possibility of getting lost, for a mere crack? As annoying and ugly as it is, does it have any direct threat to my actual laptop?

 

to people who already did a RMA and got it back

just want to know how about now? is the problem fix? because i just got my F3 and im kinda scare now...3 more months till the crack....eeps