Asus Warranty Repair?

A large part of the delay in getting my replacement machine has been due to the service center in Holland. Orginally my machine was sent to Anovo in scotland, UK (contracted to carry out repairs on Asus' behalf) - they advised that replacement was needed so they then had to send the machine to Holland to be inspected and verified (Asus Policy) before the replacement process could begin, unfortunately the Dutch service center had the machine lying around idle for about two and a half weeks and it only needed looking at to confirm it's status. So sending it to Holland may not actually be much better.

Yesterday I called Asus again and informed them that I felt I had no alternative but to speak to my solicitor about possible litigation over this issue.

Today I actually received a call from Asus without me pestering them first. I'm not absolutely sure I would like to refer to this as good news considering the length of time I have waited but I have been informed that my replacement Notebook is being dispatched from Holland today, Asus will call me again tomorrow with the information I need to track the parcel and that it is destined to be with me on Monday, i'm not gonna hold my breath though.

 

Yeah, from a time perspective ASUS Holland aren't too good either (fastest turnaround from them was 2 weeks for a computer bought in NL).

But they fix it well... always. That's what I meant.

 

I have received an email from Asus with information to track the parcel and yipee it does appear that it's on it's way. I'm not gonna get to hyper until I see what it is i've been sent - does anyone know if replacements are new or refurbed machines? If refurbed does anyone know of the quality of the refurb work done in holland?

 

They should be new machines.

 

Thanks E.B.E. I do hope so.

My notebook left Holland at 10:30 pm last night, Arrived in Northampton in the UK at 16:30 this afternoon.

 

I've been told that the case has been passed on to the replacement department and that I'll be recieving a new notebook. Thats good because I want to sell the notebook now, I don't ever want to have to deal with Asus in Europe again. If someone else isn't put off by Asus and would like to buy the replacement let me know .

 

Well im glad i found this tread, my notebook came back from anovo uk, smashed, I reckon Anovo are breaking peoples laptops on purpose, ie ordering new hard drives, mbs, screens etc, just to generate more income, and to call themselves a repair centre, all they are doing is replacing parts. they wouldnt stand a chance at fault finding.

I was told that my smashed laptop will be repaired and i will be compensated, hahahahaha. biggest joke ive ever heard. Im still waiting for compensation email from Holland. Anovo are the biggest cowboy crettings in the wholewide world. They even left screws off my heat sink so it now does not work. i was told a replacement laptop can only be issued after after 2nd repair. Well i would like to see them fix this one first, if i do send it back. Ive sent a letter to uk manager monday and waiting his reply. Legal action will be following soon.

my original fault was as stating in another thread

asus cracked palm rest. ASUS'S DESIGN FAULT.

All i can say is Asus are the worse company in the world.

I bet the cheapest most crappiest laptops ever made by FISHER PRICE (im sorry for the insult fisher price) are better served with a better cust service compared to Asus.

now the next time i ever call Anovo, i will refer to them as FISHER PRICE REPAIR CENTRE.

 

See also my reply http://forum.notebookreview.com/showthread.php?p=3297348#post3297348 on the F3 Palmrest Crack Thread.

 

Well I am pleased to say that after exactly 80 days I received my replacement notebook today and sad to say i'm thrilled, for the last 9 weeks my internet access has been on my iphone - convenient to check a few things but not ideal for your main everyday net access device.

I hope that those at Asus responsable for the incompetant and down right negligent service that they provide are completely ashamed at how their wage paying customers in europe are treated. If anyone senior at Asus reads this thread then take note: These posts are not one off horror stories, they tell of everyday desparation experienced at Asus' european support operation. Asus' poor attitude to europeans and the incredibly poor service provided by your outsourcing and inept in house staff means that pretty much everyone that goes through this hell will never be a repeat Asus customer. Asus support's poor service and the single celled amoebas that operate it must be denying Asus repeat sales of at least hundreds of thousands of pounds per year in brand loyalty upgrade and replacement purchases as a result.

To those considering purchasing Asus notebooks please think first, chances are you will get a good and reliable machine BUT WHAT IF YOU DON'T?

 

Let's hope your new laptop lasts for many years to come without any need for further RMA!

 

finally coolnquiet you have your laptop back!! I've had to send mine off for the fourth motherboard in the last six months. Asus has made me want to go out and buy a desktop computer!! I called them today and asked them about the status of my laptop and they said that they were waiting. Nothing else, just waiting. I'm not looking forward to the wait. So far they have had it 7 days. Lets hope it doesn't reach 70 or 80 days!!

 

All may not be so well.

Guys I need your help

Orginally I had a UK version V1S-AK013 which had a WSXGA+ 1680x1050 display

I have been sent according to the label on the underside of the notebook a V1S-AS002c which appears to be a french spec model.

Checking french sites they say that the french spec includes a display capable of 1280x800

The notebook I have is showing the maximum resolution availble as 1440x900

So i'm confused, is this machine not capable of displaying the resolution of 1680x1050, as in my original machine because of it being a different spec or is this due to driver issue. I have the very latest VGA driver from the Asus site.

Please help guys, I just want my notebook the way it should be.

 

funny you should say that tphilly because i did upgrade my comp when my laptop got taken in, but luckily and unfortunitly I had local store warrenty ended up with a new laptop a day later, and had just finished building a new desktop when i got the phone call saying it was done...

 

I have had my Asus repaired twice here in Canada. Luckily I live in the GTA and the Service Center is drivable in Markham.

First time:

My first issue was cracked top casing by the hinges of my A8Jm, a known widespread problem. I took it in, filled out the form, and gave it to them. They said it would be ready in 2 days. Next day at 9am, they give me a call saying it was ready!

I arrived, picked it up, and I was stunned. They replaced the top casing AND replaced the palm rest casing! My palm rests were faded and they took the liberty and replaced it free of charge! It was like I got a brand new laptop.

Second time:

Recently my Asus had a few major problems. My computer were restart and overheat from time to time. Somehow it fixed itself , but a few days later the screen wouldn't work. I phoned Asus about the problem, went through some things, then they gave me a service number and told me to send it in. I sent it in for repairs (that problem and a wobbly keyboard) and went through the same process. They said it would be 2 days of repair.

2 days later, they phoned my stating the problem was my video card and RAM and they were waiting for new parts to be mailed in from the US warehouse by the end of the week. NEXT DAY I received a phone call saying it was ready!! I arrive, and ONCE AGAIN they took the liberty to replace both top and bottom casing (and the screen cover..which leads me to believe they replaced the entire casing of the laptop) AND added in a new keyboard! ANOTHER brand new laptop! I turned on and my hard drive was still the same. They didn't perform a fresh install (although they warn people to back up data before coming in just in case).

Here in Canada, the Asus Service Center has been nothing but fantastic. If you are having issues here and think Asus has poor support just because Asus doesn't shove their support in your face like Dell and other huge companies, think again. Thats what I thought at first since Asus sells through smaller resellers (as opposed to big chains like Future Shop, Best buy, etc).

Quick turnover, replace parts that are not even necessary, no long waits on the phone or service center. What more can you ask for? All those little bonuses I mentioned really makes me feel I purchased a luxurious product.

 

I don't thingk theres ever been much question that the quality of service in North America is very good, the problem is in Europe where the "customer service" is a brick wall and the repair centres damage the notebooks instead of throwing in free replacement parts.

 

That's pretty bad. I've had good service in the two times I've dealt with ASUS here in Canada (though I got nailed 25$ for shipping for a lousy battery last time, but that's the carrier, not the company).

For the UK people, if you're having problems, I suggest you talk to the head office in Taiwan. Tell them that the UK people are giving them a bad name and a bad reputation and they're losing customers. If enough people complain, they'll eventually take action.

 

Since the 24th April 08 ive been waiting for my reply email from Holland, as A-NOVO UK AND UPS smashed my laptop,

I sent an email last week to see if they had come up with a solution for compensation because of the above. Asus tech in Holland suggested compensation.

Bank holiday monday i got a reply........exact words were = Would you be happy to receive an extra battery as compensation.


LOL LOL LOL LOL LOL LOL LOL LOL. This is the best insult ive had this year.

Well thats alot of use for a scrap laptop that doesnt even work. This company gets worse.

I spoke to someone in UK end of last week, hes going to try and get me a brand new notebook because i explained that a badly broke laptop can not be repaired.

Its also been a week today and ive had no reply to my letter, so i can now start legal proceedings against ASUS.

 

I think that you got a screen that supports 1440x900 natively, that is why the max resolution is listed at that. You can check simply by looking at the screen: does the type appear fuzzy / not crisp? If so, then your resolution is lower than native. If it is crisp and nice, then you're at the native resolution. If the entire image does not fit on the screen but instead you pan through it as you move your mouse, you're above the native resolution.

If the 1440 is native, and if you're happy with 1440 instead of 16XX, I think you're fine.

Asusteve, I hope you will solve your problem eventually...

I second the suggestion of AlexF.

 

The screen looks fine but it's not the resolution of my previous notebook which is what I paid for. I called Asus UK today to have it changed for a model of the correct spec, I was told that my issue has been escalated and emails have been sent about what to do. What to do!! I want what I paid for, Asus europe are really a bad joke.

 

Yep, that's what I call not being happy with the resolution you got

 

20 days Asus have had my laptop for, i've been told that it has been repaired but now needs a new keyboard? Went in for a motherboard!! Whats that about???

 

The second time I received my laptop from repair the right arrow key was broken, at least they spotted that they damaged yours before they shipped it .

By the way I'm still waiting for the replacement, was told Friday that it "should" arrive this week. 98 days since I first requested the RMA today (sorry to depress ya).

For people dealing with Asus I think its probably a good idea to follow up phone calls with e-mails, that way there is a record of your dealings with them which can be shown to someone more senior. I just checked and I've a total of 30 e-mails sent and received with Asus over the repair and it feels like I've talked to them a lot more than I've sent e-mails. I must have called them at least 20 times.

 

I had to laugh at that one.

Poor CoolnQuiet. What a horror story ! 80 DAYS & he still does not have a notebook that he paid for ?!?

I just do not understand the wide difference in customer service between Europe & N Am. I mean it aint even close from what I've read !

 

My notebook was shipped back to Asus UK last Tuesday who then had to ship it back to Holland so it could be replaced with a V1S of the correct spec.

No new info, I tried to call today but the phone just rang with no answer 47 times.

 

Well I sure hope you get what you want from Asus. Although after all this time nothing they do would compensate for all they have put you through.

I love my F8Sn. But if I lived on that side of the pond I'd NEVER buy an Asus notebook.

Good Luck.

 

tphilly, maybe they damaged the keyboard while removing it and putting it back. It's better they replace it before they send it to you, otherwise the waiting time will be even longer with another RMA...

CoolnQuiet... what could I say... I hope this time you get the notebook you paid for. Unfortunately they are really taking their time, every time... even in Holland.

 

thats definately something that might be accidental, don't know why they have to order it in specially from Taiwan though!!

 

I think im going to send them a lesson on how to use a phone, and how to email.

Still waiting for the phone call to see if im getting a new one.

Ill call uk again today, although last wee i was told its Patrick Wessling i need to contact.

I tryed that on Tuesday, and hes not available, so "Gladys" took down a mini statement from me and said she`ll get him to call.

2 days today, still waiting.

 

Still no new info, I've lost count how long it's been since the original RMA and I'm still waiting. The guy at Asus UK that I have been dealing with is uncontactable until monday, he's in Holland on a training course!!!, shame he can't bring my replacement V1S back with him.

 

Unsurprisingly the laptop wasn't shipped this week, instead I'm told the replacement is undergoing "testing" (I'd really prefer if Asus Europe didn't touch the new laptop in case they break it).

I didn't get a response from my e-mail yesterday so today I called them yet again. When I said that their support was a complete mess the girl on the phone actually said she'd have to agree with me. I think that gives you an idea just how bad Asus really is. She then offered to look into it and find out exactly what is happening with the laptop and then phone me back. As usual the staff act all friendly and polite but she didn't even bother to call me back.

 

I'd Half to agree on Oversea Support - Very Crappy.
I sold sold my ASUS A8JS to oversea, the notebook broke down, the person was trying to get it fix at a ASUS local dealer somewhere in ASIA, they say they can not support it... At the end, he had to send the notebook back to me, I sent to ASUS USA to get everything fix and Ship it back to the customer. From what I know, I dont trust ASUS oversea Support. Would rather trust the ASUS USA for tech support.

 

I received the "replacement" today, typically enough it isn't straight forward. The good things first, I received an extra 9 Cell battery and a DVD burner which I didn't have with the original. The problem is the laptop I got back is not a new one, its my own, I can tell because of the damage that was done to the case under the battery and the two poorly fitting covers on the base. The serial number has been changed and its been repackaged to look like a new one. All the stickers and pieces of plastic have been put back on and I reckon the keyboard and trackpad was replaced, the keyboard was damaged previously. Some of the accessories have been reused as they've been put in random bags and some tied with elastic bands. I don't really know what to say, just that Asus really are a dishonest bunch.

By the way it's been 15 weeks and 1 day since I requested the RMA (Getting old I know ).

 

Still no sign of my replacement. 28th of February they recieved my orginal RMA'd V1S so we are rapidly reaching the 3 month marker. I called this morning and was told ' I will send emails etc, if no reply i'll call them etc, i will call you back within an hour etc' so five hours later I called them and still no new information.

21st century eh!

Still thinking of buying an asus, What if it breaks?

 

I feel for you man. I'm in Canada and had to send out an A8Js for a GPU replacement. Shipped out on a Thursday and got it back on the following Monday. Super fast here.

 

I recieved a phone call today from Asus saying that they were to replace my laptop, it has been with them for 5 weeks but for a total of 14 weeks in the last six months. I really hope they don't repackage my laptop as i will be guaranteed to come down on them like a tonne of hot bricks!!

 

I just bought one. Don't scare me like that.

 

does warranty cover the battery and ac adapter?

thanks

 

Standard battery warranty across the industry, including Asus, is 1 year only from purchase date.

Notebook coverage is 2 year global.

Not sure about the AC adapter.

 

My new replacement should be with me within the next few hours.

However ive been tracking it since Thursday and ASUS Holland have got my address wrong for a start.

They must do it on purpose. They have got my address correct apart from the town. My town is Grantham in Lincolnshire, do a google maps search and you will see where it should be going. However they are sending it to a small place, you cant even call it a place coz theres only a couple of houses and a waterworks there called SALTERSFORD waterworks which is just outside Grantham town centre.

How the hell they came up with that address beats me, as they have my correct address as they picked F3SC up from me 2 weeks ago.

Emails were still ignored due to this, so ive now got to call TNT (parcels not dynamite people) at 8am today to make sure it arrives at the correct destination. (you never know they might even blow the new notebook up compared to UPS smashing the screen etc).

So all will be revealed later today. will i be happy or will i not be happy.

Im taking bets as of now.

 

Asusteve - again, don't cross post!

 

Yes. You already posted posted in this thread so keep your future posts to that thread.
http://forum.notebookreview.com/showthread.php?t=212031

Thanks.
-Kdawgca
NBR Mod

 

----------
2 posts for the many people i know wanting to know outcomes.

So in which case its a cross post for a reason.!!!!!

 

If they want to know the outcome, they can find it with a search. Forum rules are in place of a reason and knowingly breaking the rules will result in a ban.

If you want to discuss this any further, PM me.

-Kdawgca
NBR Mod

 

to be fair on asusteve, i would have looked in this discussion for his post but i would not be bothered to search for it in a page that I have not been in or contributed to!!

 

Joy. The battery in my V1S has died *again* - twice in 10 months, so I'm just about to embark on the RMA process. Lets see how it goes.

I am officially no longer a future customer of Asus though - My V6V was great, but the V1S has been a disappointment in comparison. My touchpad is failing, but I daren't RMA it now!

 

can you see if they will accept just the battery back and not the whole machine, you can at least then use your machine whilst the battery is away.

 

Apparently they will - I'm actually planning to buy a second battery to use in the meantime though while I battle through the RMA, but this is proving easier said than done! Anyone know where I can get a second main battery for a V1S?!

 

where abouts are you?

 

this is where i bought mine from, it says there that they do a battery but it's for the second optical drive. Give them a call to see whether they can sort something out. http://www.asuslaptop.co.uk/products.php?cat=20

 

Just gave them a go - no joy!