Asus RMA Dept. lost my Laptop...

Sorry to say that but this is not the only thread about bad experiences... You can find a lot of threads like this and I can personally say that dealing with Asus is a nightmare. I am at my 3rd RMA, 105 days without notebook and still no news . If this story doesn't end in a good way, you can be sure that it will be my last Asus product.

 

Get the shipping company to confirm the package has been delivered.

 

Modern delivery companies have automated computerized tracking systems...you have no tracking number?

On my two RMA returns I tracked progress every couple hours - OCD-like LOL

 

Yeah, I just checked the tracking number and it was definitely delivered to ASUS. Someone on the phone earlier this week said that the laptop was not in the repair facility and was "somewhere between our shipping department and our repair center" but they were not sure exactly where. Yesterday after I posted, I called again and they said that they had it and were working on it, so I'm hoping they have everything straight now.

The "Repair Status Inquiry" says "System can't find records of your inquiry." So that's mostly useless.

 

I was able to lookup my RMA status with just the RMA number, without filling out any other info (I did that before and I get that error). I'm waiting for it to go past the Waiting phase

 

I have a almost similar problem where Asus Canada sends me back a different RMAed laptop... The CPU is downgraded on my new unit!

You can read and follow the story on my new thread:
http://forum.notebookreview.com/asus/513590-asus-rma-canada-send-me-back-wrong-laptop.html

 

I can't believe their customer services is this bad. I loled since I read two threads where asus screwed up. This guy got a downgraded version sent back to him.

I like asus but ever since I stated coming to these forums, you guys can seriously scare me sometimes.

 

Add my name to the list of unsatisfied customers.

April 18, 2011: Sent off G73JH-A1 to Indiana repair center due to LCD monitor showing a green tint over everything. RMAUSPT142061

April 20, 2011: Received by Asus and updated on RMA status website

April 27, 2011: Picked up laptop at Fed Ex facility and all seemed well.

April 30, 2011: Laptop would not reset and HDMI audio out would not show in playback devices. I then had to call three times for them to send me a Fed Ex label to be sent off again.

May 2, 2011: Sent off laptop again to Indiana repair center. RMAUSPT150027

May 4, 2011: Fed Ex shows it being delivered and signed for by M. PROVEGA
Tracking: 797049596654

May 9, 2011: Since then the ASUS RMA status website still states my laptop has not been received. I have been constantly calling them to ask why the website has not been updated. I keep getting a run around stating it has been received but, not been assigned to a tech yet. From my first RMA it was updated the day it was receieved. I had just call them prior to this post and was told that they are having technical difficulty. I was then instructed to call back in two hours. I obvisously don't expect good results since reading this thread. I would just like to get my money back and I even sent them my invoice for it. I would even take a $200 loss since I have owned it for a year now. I will keep away from ASUS in the future. If the ASUS agent is reading them please PM on ways I can help you or you help me.

Update: They still are giving me a runaround with no status update. If I get it back I will be selling mine taking a lose and buying another laptop. MSI, and Clevo/Sager are looking good.

 

Hopefully you won't be stuck in the waiting phase as long as I was. That online status can be pretty useless and sometimes not update til after you've even gotten the unit back.

 

May 11: Got back laptop

May 16: Sent back laptop due to overheating on new graphics card that was installed. One screw on the heatsink to the graphics card was broken. Now waiting on repairs.

USPT152182

May 16: Sent email to customer service requesting a different laptop. I don't think I should be sending in the same laptop for a third time and still receiving it back.

 

HA! Good luck with that.

I RMA'd mine 5x in a period of 3 months (which was a month after I'd bought it, and I'd already exchanged it once with the reseller) because they kept shipping it back not-fixed.

Mine is starting to have some more strange problems, and I think I'd rather stick with a broken laptop than risk sending it to asus (again).

 

May 17, 2011

Dear Mr. Dalton,

Thank you for contacting ASUS and providing your feedback. I do apologize for your inconvenience and experience with our repair center. I've documented this case and will pass it to our management and design team for review. In the meantime if the unit is still with you then I can have you to send it in to my repair facility (we will cover the shipping charges), normal turnaround time will be within 5 business days, replacement unit request will be sent if we are failed to repair the unit again this time. Please advise.

Thank you,

Aaron L
ASUS Product Support Team

Here was my response


So in other words I will be getting the same unit for a fourth time. I will go ahead and sell the unit at a loss keep away from ASUS as a brand. I will sure to inform others of my experiences with ASUS. I can see this problem can not be resolved. Good bye.


I hope this to be warning to all who decide to buy from ASUS.

 

The hits just keep on coming.

August 3: Arrive at my hotel at GenCon laptop won't power on and the front indicator lights of power not showing.

RMA USG1181254

This time it is getting sent to the service center in California instead of the three times at Indiana.

August 8 sent by FedEx
August 10 received at service center

I'll keep everyone posted...