Asus RMA = FAIL!!!

Well my G73JH completely took a and would no longer boot up so I called up Asus for an RMA and they tell me I have to ship it to the Indiana facility, I am in Kuwait for the year so I had to pay to ship it to them and my dad lives in Indiana so they are going to ship it to him then I pay again to get it back to me, they wouldn't help out at all on this and refused to ship it to APO. So anyways, they recieved the laptop August 3rd and by the 4th it went into a "wait" status for repair/replacement parts and has been in that status for 2 weeks now......This would be understandable if it was some little shop that was authorized to repair it and had to order the parts but really? Their OWN repair facility has to wait over 2 weeks for parts.....sigh, its already been a month including shipping, guess it will be another month, anyone else have to wait this long?

 

That's rough. I haven't seen anyone else with that kind of issue here, but I wouldn't put it past them. I would call up the repair facility and tell them that they need to hurry up or you'll file a complaint with the BBB. Then call corporate if you have time to sit on hold for a while and complain to them. Do it as often as possible until they move your computer into repair.

I think I know why they have it on wait though, it's probably because they have other G73's there. =/

 

Two weeks is nothing. I waited two months for a part (8600m GT) that never came. Customer support sucks industry wide.

 

Ew. That is sadly the truth and there's not much you can do about it, other than scream and yell.

 

i have know people who wait that long and longer for an Asus repair on the g73. their repair timing is awful, i am happy i never bought a Asus computer and never will in the future.

 

damn now i dont want to buy the g73.

 

I love it when people say stuff like that.

Who are you going to buy from? HP? Dell? Acer? Yeah, their customer supports sucks just as much.

You can move to Apple, they have good customer support, but don't forget that you paid for it.

The state of the industry is a fight to keep prices as low as possible while keeping quality manageable. This means cutting costs on things like customer support, and thus, you get the crap that we have today.

Quality, Price, and Service. Choose two.

 

I had to wait nearly a month for my RMA since I had to wait on both a shipment of motherboards and a second shipment of GPUs. I definitely found it helped my OCD end of things to call every few days to see if they could update me on the status (Still waiting for parts? Which parts? ETA for parts?), it may have even bumped up the priority from getting so many calls.

 

Best Buy covers me for the most part. Repairs take two weeks. Most of that time is actually shipping it to them and shipping it back. The repairs take about a day or two at max.

Of course, you also have to deal with BB's service inexperience. For example, when they replaced my mobo, I think they forgot to plug in the pins for the front audio ports.

 

Regarding shipping to APO/FPO, most online retailers do not ship to these addresses because only USPS can process these deliveries. Online retailers will usually be binded to UPS, Fedex or other commercial carriers due to their discounted contract rates. To make special arrangements for the few APO/FPO customers is simply too costly due to the extra man-hours and higher shipping fees involved.

 

The worst thing about Asus is going through an RMA because it will be a long and frustrating experience.

 

The odd thing is that before all the G73 issues, Asus was considered top notch with regard to customer service. I feel for you, Jukens. It is both unfortunate and inexcusable that you are being forced to wait this long. The irony is that when pieces of technology like this are invented and released, they are put through rigorous testing of many models as the lauch date approaches. This means that, in my opinion, Asus probably knew this machine had these issues long before these machines hit the stores, but probably said "screw it," and made their launch date goal. That's the real crime, to be honest, the fact that with a product this expensive and sophisticated, I seriously doubt there is any way that Asus couldn't have known what was going to happen, perhaps not quite on this level, but I cannot believe thay had no inlking that so many of the G73's would be so inherently flawed and broken out of the box.

 

Call Trinity Sparks in the California Headquarters. She is probably the best customer service rep I have found so far. The Jamaicans BLOW. 510 818 4877

 

I've been waiting a month for a replacement. Customer service says it's being repaired, online it says it's waiting for parts. Service says all teh parts are in, and that it's in the process of being repaired.

I have a feeling they're waiting for the new official asus vBios before shipping mine back, so I don't RMA it again.

 

Trinity actually responded to my email I sent asus and seems to be getting updates for me, says they are waiting for a replacement GPU.

 

When my G71Gx-A1 broke, I ended up waiting roughly two and a half months before they sent me a replacement: a G72Gx-A1. Two weeks after they received it, they said that they had order parts and it could take a while. They offered me their Best Buy model of the G71, which isn't nearly as good as the A1, so I declined. A month later, they said that my laptop was repaired. Two weeks after that, they said the motherboard was broken and offered me a G71Gx-X1. I told them that I would only accept an equal value or higher, so I waited a bit longer. A week after that, they contacted me after I had contacted Newegg and they said they would be sending me a G72Gx-A1. A week after that, I had my replacement laptop.

In other words, I feel your pain, Jukens.

 

Well they finally emailed me saying they will replace my X3 with a X5 since parts werent going to be in for another 2 weeks, bluray upgrade...I accepted.

 

Yeah agree 2 weeks isn't a long time to wait. Try 6 months lol I did with asus when they didn't deliver after downgrading my laptop from a 8600M GT GDDR3 card to a 8600M GT GDDR2 card. Asus support does indeed suck but their machines rock.

 

Well this is a reason I never buy gaming laptops. I mean who would? everything is cramped and heat is beyond measurable. This is why desktop PC with cooler master casing work so great.

Moral of the story don't buy gaming laptops. Buy the coolest one you can find like a ultra low voltage and buy a real desktop for gaming.

 

How about opening a business that focuses on customer support to businesses that need it?

 

lol took me even more..
6 months precisely... and only lived up for like 4 months afterwards.. and not just died on my cupboard

 

Uhhhhh let's see... How about people who A. can't afford two computers or B. move too much, making two computers a pain, or C. people who expect a product to perform as advertised, notebook or not?

All of the above? As a college student, I'm in one place 9 months out of the year, with my time the other three months split between two or three other places. I may want to play some games at any of these places, and I don't want to be lugging a huge desktop around to do so.

My G1s was flawless until the 8600 card crapped out, and that wasn't Asus's fault.

My experience with Asus RMA has been that sometimes the wait times have been longer than I'd like, but that they will take care of you in the long run, especially if you hold your ground when it comes to what you want done.

People whining about an RMA taking two weeks need to chill, are you THAT tied to your computer? Anything under a month seems pretty workable to me. To those that have waited longer, yeah, that sucks, but crap happens.

Nathan

 

It's all about timming. I have only had one long RMA experience with G71GX because the model changed and parts were gone.

But that was expected because I KNEW the machine wasn't in production anymore.

But I also have had incredible RMA experience, one of which was 2 days total with next day air shipping back to me for one of them.

Really, I have only had 1 bad experience and 3 good ones. Only 4 total RMAs. My G51J didn't even fail once to require RMA, the only bug was the BSoD issue that got fixed almost as soon as I noticed its excistance.

 

An RMA including shipping to Kuwait and waiting for parts for two weeks doesn't seem that long to me.

Sure it is a Asus Service Center, but does the OP expect parts to just magically always be in stock? The parts arrive on a massive ship from Taiwan/China.

Anyways, I agree with others who are still rational and calm. Yes Asus repair could be better. But compared to the competition, Asus warranty, repair etc is still one of the best in the industry along with MSI.

The alternative is much worse as I am a former Dell/Compaq customer. Those were bad...

 

Well actually any company that sends a tech to YOUR house within days is a lot better than sending your computer to a wasteland for weeks. HP, Sony offer onsite support as well as Dell. After reading these forums I think I will avoid any company that does not have onsite repair. The only reason I want to send a PC back is because I want a refund.

SERVICE first then quality and price. Nothing sucks more than waiting for a new toy and having it flawed and losing it for weeks and months...

Dell sucks as far as phone service but is great when it comes to actually getting someone out to fic the machine. Especially if you order off the business outlet where you get three years onsite service......

http://www.laptopmag.com/mobile-life/tech-support-showdown-2009.aspx

 

I created this post after my laptop sat in waiting for parts status for 2 weeks to see if anyone else was having the same issue, that 2 weeks just turned into 5 weeks to wait for a GPU replacement, thats just waiting only, nothing else so I dont know how you included shipping in that, which took 2 weeks as well. They just now offered to replace the laptop with a slightly upgraded model because of the wait time. I am pretty sure I am being rational and calm and was more so asking if this is normal for asus rma than anything else. And like others have posted, customer support is #1, which since I started talking to Trinity Sparks I've been kept updated on my repair status and felt like I was getting a lot more help rather than I would've if I didn't contact them. And yes even a couple weeks is a long time to me when I am deployed overseas and my laptop is pretty much my only form of entertainment over here.