Asus RMA service sucks!!

Lets start at the beginning:

G71GX
1. I noticed that my left click button had no tactile response upon press. What is strange is that I never use it. I always use my Razer Mamba.

2. Recently my G71GX started to BSOD after it ran for a good hour. After a memory dump and a restart I would get the "your POS has recovered from a critical error" message. Upon further investigation/troubleshooting here in the forums through the Event Veiwer and at Bestbuy I was told that my G71GX had a GPU that was failing.

3. I contacted Asus about the defective left click button and I explained in GREAT detail that my G71GX is most likely suffering from a failing GPU.

4. Asus said that I would receive a UPS shipping label through email. It was never sent. I then called again and it was sent immediately....lame.

5. I typed a very detailed letter explaining that the GPU fails just after an hour and that I have already reinstalled the OS with Asus Vista64, Asus W764 and retail W7 Pro 64 and that the problem still remains. I also explained that they should look in the event viewer to see the history log of the critical hardware failure errors. And last but not least I explained the defective left click button.

6. I then went to Fed-Ex and purchased a 10.00 shipping box to send my G71 in for RMA. I was NOT risking sending my G71 in the original box and either loosing it or it taking on damage in the process.

7. I then was informed that Asus was paying for 7-15 day Fed-Ex ground and not the 2nd day air that the agent had told me would be the method of shipping for Asus RMA....lame.

8.After about almost 3 weeks of not having my lappy I get it back and the left clicker still doesn't work properly, it now has Vista on it when I had Windows 7 HP 64bit supplied by Asus installed. Immediately after I logged into Windows Vista my RMAed G71 BSOD on me. Unacceptable.

9. The letter accompanying the lappy looked like it was typed up by a 5 year old full of grammatical errors. It was pathetic and embarrassing. I can't believe my G71GX is affiliated with these idiots!!! The only thing the tech did was reinstall Vista when I had Windows 7 to fix a failing GPU....lame.

10. I then called Asus and explained the situation. I asked to speak to a supervisor many times only to be told that one was NOT available.

11. The only thing Asus would do is another retarded RMA.
Nothing more. I even asked them if I could take my lappy to Bestbuy for repair and if they could call up ahead of me and setup direct billing. They said no.

12. I then took my G71 to Bestbuy and explained how lame my experience is with Asus RMA to be told that they are sorry about my experience with Asus and that I can switch out my G71 for 1299.99 in store credit. I chose a G73 and 100.00 store credit.

 

It sounds like the service is similar everywhere . Shame on Asus! At least, you have been able to exchange it for something else at BestBuy that is a good move. Have fun with you G73 !

 

shame on asus, a big warning for asus fans.

 

lol and you got yourself another Asus. Lesson learned?

 

I have noticed that it takes a really long time for them to fix laptops. A guy is going into the fourth week of waiting for his G73.

 

Well if he is treated like they did, and he can avoid the bad experience of asus RMA by having Bestbuy handle it, i dont think its bad to get another asus.

 

I recently had to RMA my motherboard to Asus and they sent me 4 that were defective. I had to send them all back. RMA took about 2 months!

 

Hmm, yeah, I'm not recommending ASUS anymore. This seems too prevalent.

 

Working on a couple RMAs myself with an ASUS N61JQ

 

It seems that ASUS support quality is going down.

 

Well said.
I totally Agree +1 rep


Don't get me wrong....I like what Asus is trying to do with the G series. It's AMAZING that Asus has released the G73 05 through Bestbuy for only 1199.99. When you look at our G Series products you can see how much attention to specs/details the designers put into designing our units to meet our needs and wants. To bad Asus customer service/repair doesn't reflect on this relationship between designer and customer


The way they handle RMA/Warranty/Service is the WORST that I've seen from any company period!!

The G71GX was plagued with issues like throttling after sleep mode. This issue was NEVER resloved. Instead of fixing it they release the G72. I believe the G71 owners deserve an apology and some compensation.


I laugh when people compare models and use the extended Asus warranty as leverage. In the event that the accidental warranty is subject to use, more than likely a refurb/defective model will be issued...lol. They can't even get their new units right.

What annoys me most is how Asus brags about their customer service/warranty while putting customers on hold, "saying we are the best in the industry".
Sadly I would have to say that DELL has the best service in the industry. They even come into your home and fix your PC the next day. If they can't fix it they replace it with a new unit. Asus loves long/repeated RMA at the customers inconvience.

I just think it makes more sense to just sell your current model and upgrade to the next model after a year anyway than rely on those fools.

 

Hey sky, just wondering about it, i used to have also a G71 (got stolen only had G51 in stock), im considering G73 as i miss the 17'' size, but wondering about the size itself, the G71 was 16:10 screen while the G73 is 16:9, in my roller i could barely fit the G71, so just wondering if its much bigger (kinda scared wont fit my roller with the huge vents on the back).

 

to me it feels the same as the G71 even though the G71's screen was 17.1 and the G73's is 17.3. I believe the bezel is bigger on the G73's screen, but not by much.

 

ASUS isn't the only company that uses refurbs as replacements. Dell's been doing it for years on all models and components. I guarantee a lot of others are too. In effect when you RMA your laptop and get it back, that's a refurb.

 

A while back I had a Dell XPS. It supposively had serious hardware failures that could not be fixed by Dell service agents. Dell sent me a check the next day for the full MSRP that I payed for my lappy and let me keep it.

My friend accidentally left his ac adapter over at my crib and I used it instead on accident.
Problem solved. It was the ac adapter all along. I just purchased another ac adapter for 89.95 from Bestbuy. I ended up selling that lappy on craigslist for 1000.00USD and using the 1300.00USD on another pc.

 

In the world that we live in today a company can not afford to continue poor customer service. There is too much competition. The only reason Asus's G-Series customers haven't jumped ship is because Asus provides EXCELLENT value per dollar. The day another Brand can provide a comparable product at a reasonable price with decent customer service Asus is finished.

Just to be clear,
I think Asus has great products but poor customer service/quality control.

 

Dear OP,

I am truly sorry that your RMA request was not handled or explained correctly.
Unfortunately, due to contractual reasons, the warranty policies for Best Buy purchased units and channel/e-tailer vary in some degree.
This is also the reason my little group was created, to help facilitate and resolve issues our customers encounter with any of our products or services.

If you have any issues with any of your Asus products, please feel free to PM me. I will be your advocate in finding the solution to get the issue resolved. Thank you.

 

Thank you for your prompt response. Again I applaud you for you attention to this matter.

Is there some way that you can gather up experiences with Asus customer service and elevate some of our concerns with Asus about poor RMA/Customer Service? Even though Asus has failed to rectify my RMA, it brings me joy to see that someone from Asus is listening to US......and sometimes even in the worst of times that is all we need to feel, is that someone understands our concerns.


Seeing that you have made me feel just a tad bit more appreciated and that you have waaay to low of rep for a Rep. of Asus +1 rep.



I will PM you later on today about a issue that alot of G73's are having with the Ease of Access Center in Windows 7, Creative Sound Drivers & sometimes Steam once the bass level from the sub is enabled resulting in a hard lockup of the G73JH that needs to be addressed without RMA.

 

...and, what is BIOS 206 suppose to address?

The lack of any meaningful description has many wondering.

 

Very true...Asus Tech service sucks. I have an N81 I sent in twice due to constant system corruption. All they did was reinstall the system both times. The system still corrupts when installing software so I can't use it or depend on it. Bought a Sony CW which is great! Service is fast, too! I would never buy another Asus. Great specs but lousy implementation and service.

 

I was wondering the same thing!! Why would anyone update their precious BIOS based on so little information?

The only reason I did was becasue of the creative + base/Ease of Access/Steam lockup.

 

Even though Asus makes fantastic products I can NOT see myself recommending them because of the lack of communication/Poor Customer Service/Quality Control.


To be an Asus G Series owner means to have sleepless nights troubleshooting hardware failures and software conflicts. You'd have'f to be more than tech savy to navigate through the problems plagued by Asus notebooks.


A prime example of Asus's lack of commitment to customers is the G73's Owners Manual. There's waaaaay to much going on in the G73/Windows 7 OS for that poor excuse of a manual.

My Sony Bluetooth DRBT22A headphones have a better manual than my G73 x's 10 and have alot less going on.

 

Add me to the list of unhappy customer also. They lost pieces of my G73. How do they even do that?

 

You got a letter?

I'd love to have even a general idea what was done the first time I sent mine in. I couldn't get any info on phone and certainly didn't get a letter.

I sent it in for keyboard lights and it came back with three new problems. As far as I know, they just shoved a motherboard from someone else's returned unit in there.

I received the notebook brand new over 5 weeks ago (after waiting 5 weeks from the time of purchase) and I still haven't been able to use it. It's currently back at Asus "waiting for spare parts".

If it doesn't come back usable this time I'm out - no more Asus products for me...getting my money back and going elsewhere.

 

Unbelieveable That's ridiculous!!

This really sucks that Asus can't get their act together as a whole.
I remember back when we(Notebook Review Community) was so excited about the G73 back at CES. Several times I watched a video posted here about the designers of the G73.

Link

http://www.youtube.com/watch?v=MEyT...84E8DEEDD&playnext_from=PL&playnext=1&index=6

Those designers seem to convey a message of enthusiasm about the Asus G Series product. I wonder if they have had the chance to read the forums here about how the G73 has been received here at notebookreview.com. Even Amazon has bad reviews about the G73 that could have been avoided with testing/quality control.

I think those designers message has been lost between Asus production & Asus customer service

 

They won't even reply to my job application

I'm serious.

 

you would do anything for a discount huh?

 

I got my G73 back this afternoon from second RMA. Happily everything seems to be fixed, and although it seemed like forever, the work was done fairly quickly - 9 business days door to door.

I did get paperwork this time - new motherboard and new bluetooth.

So I am now (cautiously) happy with Asus support...much easier to be happy when the machine is here under my fingers

 

I'm glad to here that they took care of your G73

 

How did they ship your G73 back to you? I think mine is coming ground... = /. Mine went in overnight express, though, on their dime.

Toronto is pretty far from Alberta...

 

FedEx ground, but I live about a 5 hour drive from the Asus facility. Took 3 days

 

This reminds me of the time I drove to Antec Inc., because I grew tired of the run-around I kept receiving on the phone about a replacement for a new, but weak power supply. They were a little surprised about the visit, but I explained who I was and who I had prior conversations with. In the end I handed them my power supply and they handed me back a new one.

 

Your example is one of the reasons I chose to buy Bestbuy models.