Asus Warranty Repair?

I sent my notebook to asus for a warranty repair to the touchpad buttons very close to 4 weeks ago and still no sign of my notebook.

Has anyone else had notebook repairs done (especially in the uk) and how long did it take.

Thanks

 

why havent you called them yet?

 

I know they are horrible in Europe (while it's a 24 hours turnarround + overnight shipping in north america) so you should call them

 

I did call them during the week and they claim they are waiting for touchpad parts.

 

I have sent mine 3 weeks ago (will be 4 on tuesday) and am still waiting for it. I rang twice and they had to order 5 parts adn they were waiting for them. This was 2 weeks ago. will try this tuesday. I am really appauled by the service

 

Several posters have confirmed that support for Asus notebooks is worse in the UK than almost anywhere else. But maybe if enough people complain they'll fix it?

 

call them again. when they say that theyre waiting parts dont just thank them for their time and hang up. speak up!!!

 

Is it Anovo that have your laptop? Mine came back from their last week after 2 weeks turnaround. It is a better job than CRC who repaired it last year. Here in the UK trading standards will be happy to hear about it as they say that anything over 2 weeks is not really acceptable when going for repair.
The direct number for Anovo is 01324 563565. They don't like being called but if you talk to the lass on reception and butter her up a bit she often goes and sees what the progress is. Complain about Asus to them and say that it is a company laptop.

The Problem we have here in the UK is that the call centre we call is in Holland so they are only kept updated once a day by the repair company and their english isnt the best!

 

Thanks for the info, my notebook is with Anovo and at 10am today they have had it for exactly 4 weeks. I have called Asus the last 2 days and they claim they are still waiting for a new touchpad. I will try your suggestion of calling Anovo.

Thanks again.

 

I was very busy today so I was unable to call either Anovo or Asus. My machine has been in their possesion for 28 days now with no sign of getting it fixed.

I called Consumer Direct (Joint DFT & OFT Agency) and they said that unless a reasonable timeframe for repairs is specified in the warranties terms & conditions then there is little I can do, if specified and exceeded then Asus would be in breach of it's own terms and conditions but I can't find a timeframe listed. I was told to call and complain stating that 28 days to carry out a repair is excessive but I tried this yesterday, When I called Asus yesterday I asked to speak to a supervisor or manager and the woman said "There isn't anyone I can speak to"!

The Incredibly Helpful (not sarcastic, she really was very kind and helpful) Consumer Direct Person suggested that I should contact Asus, explain that the repair has thus far taken way to long and have them return the machine - then I should return the machine to the online store from which I purchased it. Returning it to the place of purchase means that I can give them 14 days to repair or REPLACE the machine under UK trading law.

This isn't much good to me really as it means a guaranteed additional 3 weeks to get my machine repaired.

So anyone wanting an Asus machine repaired in the UK is probably best advised to contact the seller of your machine to have the warranty repair carried out as by dealing with the seller you have more powerful rights under the sale of goods act. Basically I was told that the warranty given by Asus is seen as a nice to have over and above your standard rights, dealing with the seller on the other hand you have legal rights.

Not much help to me but if it helps someone else then thats cool.

 

Man that customer service is terrible. Twenty eight days? Come on. Unless there is a shortage of parts that is totally not acceptable. I think the longest I waited here in the States was one week.

 

The best thing to do is spend a week in the US and take advantage of Asus' Global Warranty!

 

Day 29, I spoke to Anovo and no matter how polite and desperate I sounded they refused to tell me anything, they just advised me to bang my head against a wall by ringing Asus again. Earlier in the week I was told the parts are expected today or tommorow, today I was told "they need to order parts"!

 

I've had an even worse eperience, so far Asus have my U3s for 32 days. Their tech support staff are terrible, all very nice and polite but completely useless. Every time I've called them I've been fobbed off with crap. Four weeks ago I was told that the replacement motherboard would arrive in less than a week and two weeks ago I was given the definite arrival time of the part as tuesday last.

Called today and initially was told the part still hadn't arrived. I was also told that they have a policy that if the notebook isn't fixed within 28 days that they will replace it with a new one.

I was talking to them again today and apparently the part has now arrived (It's very hard to believe them really), so that they'll ship the notebook on monday, a full five weeks after they recieved it.

I wonder if anyone has seen it written down that they'll replace the notebook after 28 days so that I could demand a new one. It'd be handy so that I'd be able to sell it on.

By the way the problem with the notebook is the Asus flash utility bricked the notebook while trying to upgrade the BIOS.

 

Oh I can beat that. I've been waiting over a year for a refund after mine developed a fault in the first week (refund agreed three months ago yet hasn't materialized). Ricky Sander is useless. The customer service in the UK seems to be the worst. Sounds like one of the managers from the US should be sent over to the UK to sort out the customer service.

If you read the Asus section of the discussion board you would think that they were the best laptop in the world, they aren't. Maybe all the people in the UK are adding to the Asus section rather than fixing your fault!

 

Hi guys, this sounds bad as I have a G2S and I hope nothing happens to it, how about chatting to BBC 1's Watch Dog program and see what they say its worth a shot.

 

I think some heads need bashing together at Asus UK. No more to be said!

 

I'm afraid ASUS service in the Netherlands is just as bad.
In fact it is supposed to be the european service HQ if I'm correct.

Sent them a 'blue screening' w2jb last july (1st of july). They promised to have it back to me within 2 weeks
(I was to be in the country for only a month before returning to Peru, South America where no Asus service exists).
Of course this went wrong, 'they needed parts'.

5 Months on, it took dozens of emails, phone calls and finally legal threats to get a replacement. (The parts still weren't available. The replacement was a refurbished w2jc. This meant that I was to get a slightly faster machine back. But... my pc-cards were now useless (w2jc has pcexpress ), but anything to have my laptop back. I begged them to test the machine for the full 100% before sending it, because I would need to ship it at great expense, and wouldn't like to find out that I still had a dud. So of course they promised...

Well, it arrived at my dutch shipping address, a full 5 months after sending my laptop in and I still had to ship to South-America.

Of course when it did arrive finally in Peru weeks later, the firewire port was not working. So I can shell out for a new pcexpress card to get my firewire connectivity back.

Now recently (March), the cpu cooling fan stopped working for some reason, melting part of the bottom of the machine. Joy...

If only the treatment by the ASUS staff had been mildly courteous, but apparently shelling out 2200 euros for a laptop (3300 dollars these days), doesn't entitle you to even that. That is, if they even answered their phone during office hours! Also mail enquiries were largely ignored. When answered often by a new person every time, allowing me to explain everything over and over and over

I love Asus products and have been using them for years (Motherboards & graphics cards mainly) but this is not a way to treat your customers!

 

36 days and counting...

It turns out I was right not to believe them when they said they had the part on Friday. Called them today and was first told that they were waiting for the mainboard, the ususal response over the past 5 weeks. After kicking up a fuss they agreed to look into it and called me back later today.

The response was that the part "might" be on site, they're looking for it. It's hard to believe that Asus are so inept that they can't keep track of their own inventory. It seems that they just come up with a random response to get me to go away for a day or two.

One thing to bear in mind is that this is a part off a laptop that is still being sold.

 

DAY 35.

I have spoken to asus every day for the last week. Today I was told that the replacement touchpad was ordered on 06/03/2008, shipped 28/03/2008 (why it takes 25 days to ship it is anyone guess), expected 31/03/08, the lady (Donna) told me on this basis it shouldn't be long now!!!!! She obviously hasn't noticed it should have been there 5 days ago and is probably lost somewhere on this bloody planet.

She also said that Asus would not allow the wait to continue for much longer before looking at alternate methods to solve my problem (whatever that means). Question to Asus "how long is too long?" It's been 35 days so far, 14 would be reasonable to me, 21 too long.

So I guess I wait and call again tomorrow.

 

if u are in Canada, or in Ontario Canada
here is the address of the

ASUS Notebook Service Center
9033 Leslie Street, Bldg B, Suite 17 -18
Richmond Hill , ON L4B 4K3
1-888-678-3688
Monday-Friday, 6AM-6PM PST / 9AM-9PM EST

 

Thats similar to what I was told today. She said wait until next week and it might be fixed, if not they'll "consider" taking some other action. I couldn't get any other information out of them, all they said was "wait". They couldnt' even confirm that the replacement board was shipped.

I did get the address of their head office to write a complaint letter to (will hardly do much good, but hey).

ASUSTEK (UK) Limited
Focus 31
West Wing First Floor
Cleveland Road
Hemel Hempstead
HP2 7BW

 

Thanks for the address, I agree that it would not do much good but nice to have.

 

I am going to give my laptop for a warranty repair in the nearest future. I was wondering if you can claim for any substituition (other notebook) for the time of repair of yours?

 

Sorry to disapoint but you have got more chance of flapping your arms and taking off.

 

What about the waranty itself - if I bought my laptop in the UK, can I give it for repair in Poland?

 

You should be ok provided your machine has "Global Warranty" check the warranty card that came in the box. Also check what the average repair time is. You don't want to have to return home leaving it behind.

 

It says that the service pickup is available only in UK and ERIE. Does that cover Poland as well?

 

Well Asus are really out doing themselves now. After 25 mins on the phone on Wednesday I must have encouraged them to get the thumb out, the laptop was shipped the next day. Big problem though, the bluetooth doesn't work and the BIOS gives the error: Media test failure, exiting PXE ROM.

When Vista boots normally a screen with ERROR in red appears and when I reboot into Vista recovery mode I can get into the OS. Every time I boot into vista normally I get the error. A couple of hours later the VGA switch, to change between Intel and nvidia graphics (stamina - speed), stopped working (mechanical failure).

The girl on the tech support said I'd have to return the laptop and that it was a memory fault. When I said if its a memory problem why don't I run memtest to cofirm, she said it could be a hard disk fault. This of course could be confirmed with a manufacturers diagnostics utility. So she then more or less admitted she didn't know what was wrong, just that it had to be returned.

I reckon Anova, they do the repairs for Asus, must have put a faulty mainboard they pulled from another laptop into mine.

As you can I was more than slightly miffed so I called Asus UK's HQ to see if I could encounter something other than a brick wall. A sales and marketing person put me through to someone I can only guess does support for business costumers or people more important than us wee mortals at least. He seemed familiar with the problem and said it was a software fault between Vista and the BIOS, for someone reason it has to be recitified at a repair centre, I can't simply upgrade the BIOS. He's the first person I've encountered that was genuinely helpful and knoweldgeable and he even said he'd be able to get me a free battery for receiving the faulty laptop. Much better than the wait, wait, wait... you get from the tech support line. Still nothing to get excited about though.

The regular tech support told me that you're only entitled to a replacement if you've had to return the notebook for repair a total of four times. I'm now waiting for a shipping docket from Asus so I can send the notebook back for repair. Its now 8 weeks since the fault and 6 full weeks since the repair centre first received the notebook.

 

Could you post the phone number you called to get through to Asus UK HQ and possibly details of the person you spoke to or the department I should be directed to

After about 40 days now I called tech support and was told that my notebook was off to holland for further inspection and that I would be getting a replacement machine. I asked how long to process the paperwork so I could get a notebook back I recieved silence, so I asked will it be a day, a few days and she replied it would take longer than a few days but didn't know how long.

She also said that now the machine was going to Holland and that I was to recieve a replacement that the repair center would not be able to supply any further information!!! Also she said (on Monday) that someone would contact me sometime this week to sort out the replacement (why it takes upto a week which will probably be 3 weeks to phone me i'll never know).

Anyone know who I should or could contact now?

 

The guys that you bought your laptop also have a responsibility for it too and they can be held responsible if the repair time is too long.

Mine is having to go back for a second repair this month. Trading standards are going to be notified before I send it back and its going with a cover letter demanding a new laptop if this one isn't sorted and back to me within 14 days!!

 

I got the phone number by searching the address on the net, here's the page I found.

http://my.asus.com/600/html/aboutasus/aboutasus3-eu.htm

I got through to sales and marketing first and then explained my problem and was then put through to the support guy.

 

Day 46 (I think).

Spoke to a helpful guy at Asus UK Head Office, this chap is the person responsible for processing warranty replacements. After being told twice this week that my notebook is definately being replaced this guy says my machine is at the repair center waiting for parts. Apparently the two problems I sent the machine in for (rubber came of from right hand side of webcam and touchpad to be replaced) have been fixed, so my question was "What parts is it waiting for"? It's waiting for a replacement LCD screen!!! My screen was perfect when it left me, no bright dots, no dark ones so I can only assume that the techs busted my screen during the process of removal or replacement of the top case to repair/replace web cam.

Anyway the guy was unable to question why with the repair center as they had closed for the day, but he says he will email his boss and the management of the repair center to escalate my case and for answers about the LCD.

Watch this space.

 

This fills me with great confidence, my F3JR is due to be picked up for repair very soon for:
1) Wireless cutting out understress
2) CPU Overheating on IDLE
3) Fans excessively loud
4) Explorer.exe failing to load up on startup.

Thing is ive got an portfolio for uni that has to be in 4 weeks. Was kind of hoping for it to be a 2 week turnaround... now readin this i'm worried i wont get it back in time..
Should i risk it?

 

Nathb, If you are in the UK and you have read this entire thread then you'll know that if your machine is less than twelve months old you are always advised to return your machine to the place you purchased it from as you are covered by the Sale of Goods Act and have the law on your side meaning that after reasonable time if your machine is not fixed you can demand replacement etc and the OFT can get involved. According to the OFT a warranty is a nicety offered by the manufacturer and not a necessity therefore barely any laws apply, dealing with the manufacturer directly by-passes the Sale of Goods act which basically means that the manufacturer is legally bound by contract to carry out the repairs but unless a time scale is quoted in the terms of the warranty then they can take as long as they like.

I'm no lawyer and anyone qualified is more than welcome to clarify this but this is the info I got from my call to the OFT.

Wherever possible return your machine to the retailer for warranty repairs, you then have trading laws as back up.

Appologies for the format of my posts but for two and a half months I have been reliant on my iPhone for web access.

 

Yeah i read,

I will email the retailer ASAP then.

www.asuslaptop.co.uk

however on there "contact us" section they say to talk to RMA...

But i will email them now anyway.

 

Don't be disuaded by them, mention that you are prepared to excise your legal rights as a consumer and contact trading standards if they resist.

Keep us updated.

 

Day 47.

I got a call back from Asus and it seems again I am to receive a replacement machine. My notebook is off to Holland, for some reason the process to replace my machine cannot begin until the Dutch techs inspect my machine. I have been told I will get a call on Tuesday and that will be hopefully to begin the process to replace my notebook.

Looks like it's still gonna be weeks until I have a functioning machine, I wouldn't mind if it was a £399 budget machine but this dog of a laptop cost me £1250 pounds.

 

when mine was faulty asuslaptop.co.uk told me that i had come to the wrong department and gave me a phone number. When I rang it, it just so happened to be Asus RMA!!

 

I got my reply from Asuslaptops.co.uk

It was Asus' Phone number, no other message.

 

I believe that as a nation we traditionally have not complained or been forceful enough. We as consumers have the law on our side even when dealing with Internet only retailers. There is no need in polite begging if it's getting you no where, search the Internet and speak to Trading Standards. When you have enough information you are able to tell the retailer what YOU want to happen and not pratting around with them fobbing you off.

Unfortunately for me I've only learn't most of this during the two months my notebook has been with Asus, had I known this before my machine would have gone to the retailer and 21 days later I would have been able to demand a replacement from their stock and they can deal with the misfits at Asus that deal with warranty issues.

 

So my 11 month old G1S (bought from asuslaptop.co.uk) died yesterday and I happened upon this thread.....***** great. Now technically this is a (small) company laptop so I'm a little unclear where I stand as a "consumer" but I am DAMN sure I don't want to endure weeks of Asus's "support", so if anyone can give me advice on the best way to approach this, then please its more than welcome.

 

I had to send my girlfriends F3J for repair in the end of last year, I brought it from Proportable in the USA.

I took it to a reseller in Totenham Court Road, London (Platinum Solutions) they sell a good Asus range, i often pop down to check out new laptops, he was very good packaged it up for me and sent it off for repair.

I was busy with work so left it and admitedly it did take 3-4 weeks, but it came back with a new motherboard and no problems at all.

If anybody needs to send their notebook in for repair here in the UK, I would strongly recomend sending it through a reseller, and in my case it doesn't need to be the original reseller either, thats one advantage of having a global warantee.

 

Yeah, mrbandersnatch I wouldn't start with this negative frame of mind, other people's experiences don't necessarily have to be similar to your own. I suggest just try sending it in, following perhaps NZwaverider's suggestion, and see what happens.

 

Well another week down and still no laptop. Asus received the laptop a week ago yesterday but they only logged it in on Monday. Since then the status checker has given the status as "repairing". I called them today and was told the replacement parts, a mainboard and hard disk for some reason, were in stock and the laptop would be repaired at some stage. They wouldn't give me any clear idea when it would be repaired or why it hasn't being repaired already, it is supposed to be a "priority" case afterall. After 20 mins on the phone the tech support agreed to contact the repair centre and enquire about the status, she was then supposed to contact me but hasn't so far. I'm really surprised at just how indifferent Asus are, theres no attempt on there part to speed things along or to explain anything. They just say over and over again wait another week. Its been almost 10 weeks since I first requested the RMA and 8 weeks since the repair centre first had the notebook,they shipped it faulty a couple of weeks ago and I had to send it back.

 

Wow i feel bad for u euros.
I sent my laptop in for speakers about a year ago fedex overnite (which they paid) and i received it in less than 4 days. And they went above and beyond, by installing me some asus monitoring software and a new cover.

 

Yeah, that's again the difference btw US and UK in ASUS service. About calling back, they never do it here in the Netherlands, either, you have to call them back... the difference is that here they actually know what they are doing, and they are fixing your laptop well...

 

ok, so now I've been without my notebook for 56 days (8 weeks exactly) and still no sign of getting my replacement. I've been calling almost every hour each day but it now seems impossible to speak to the guy concerned with replacements, either line is busy or he is at lunch or on a conference call or the other line, basically he's anywhere that doesn't involve getting me my replacement machine.

It seems the process to replace my notebook cannot begin until it's been inspected in Holland and they give the ok. So what the hell is the point of the repair center in the UK, they said it needed replacing 2 weeks ago. I've been told emails will be sent to prioritise my case and allsorts but still nada.

I will never buy another Asus product as long as I live and will only recommend purchasing Asus if your prepared to spend £1250.00 to send your machine on a around the world vacation, personally I would rather spend a grand on the lottery than on another Asus product.

Of course everyone is able to make their own minds up, if you buy Asus then as soon as your goods arrive take a photo of it - you might end up forgetting what it looks like.

 

Well its 71 days since I first requested an RMA and 58 days since the UK repair centre first received the notebook. Tomorrow it'll be three weeks since the first time I received the notebook back from "repair" and today I received it for the second time.

So the problems this time, first off I was supposed to get a free battery as some sort of good will gesture - no sign of it. Secondly a plastic flap was bent up over the battery pin connectors, it pushed back underneath the pins quite easily but it's clearly damaged. Thirdly two covers on the base of the laptop are loose and appear to be slightly bent out of shape. Not too confidence inspiring eh.

The last and biggest problem is the wireless/bluetooth isn't working properly. Bluetooth not working was part of the last RMA but this time its slightly different, Bluetooth doesn't work at all and I can't turn off the Wi-Fi "Actually a little worse I guess). I almost forgot the VGA switch, which was broke last time, is stiff and feels like it won't last very long, it doesn't snap to position in both directions.

I called the US support hotline and they reckon that the repair centre didn't connect up the laptop properly. Unfortunately I can't deal with them as they don't ship outside the US.

So I'll be calling Asus UK tomorrow looking for my 3rd consecutive RMA. In case your wondering Anova is the name of the company that do the repairs for Asus Uk.

I've been told that Asus will supply a replacement at the 4th RMA, so here's hoping (that way I'll be able to sell the damn thing). In the USA they'll consider replacing it after the 3rd.

 

Yet another ASUS UK horror story... I'm sorry about your experiences.

Isn't it easier to just send it elsewhere than UK? Even if you have to pay postage yourself...

Send it straight to Holland for instance, I know for a fact they do a good job. Or France, or Germany (assuming ASUS has service points there).