Beware of ASUS warranty repair service!! Worst experience ever.

I bought a G72GX laptop about six months ago and have been very satisfied with it until I had to send it back to ASUS for warranty repairs. My video card was overheating and my internal speakers were not working due to a faulty S/PDIF port. When I contacted ASUS, they were quick to respond. I promptly received an RMA number and a pre-paid FedEx label to ship my laptop to them. I was told turnaround was 10-14 days. I sent my computer in on the 10th of October, 2010, and the repair facility received it on the 13th. I waited two weeks and gave ASUS a call to find out the status of my laptop. I was told that it was waiting on parts, but they weren’t able to give me an estimate on when it would be finished. This was the first time I was promised a call-back (within 48 hours) from ASUS.

I waited, and after two days, I finally called them back and got the exact same story from another representative. I started calling every day to try to get an idea of when it might be completed. Over the course of the next two weeks, I determined that the ASUS support hotline did not know anything at all about my computer. A sampling of answers I received from ASUS:

1. It’s waiting on parts.
2. We don’t know which parts are being ordered.
3. We think they ship from Taiwan, that’s why it’s taking longer.
4. We don’t know who ships the parts and can’t get a tracking number.
5. We can’t call the repair department, and there is no way for a customer to contact the repair department directly.
6. There are no other phone numbers that the customer can call to get information.

On November 10th, 2010, out of pure frustration, I requested my computer to be sent back to me in its current condition. I couldn’t wait any longer. Over the next three days, I tried unsuccessfully to get ASUS to ship my computer back to me quickly, and with expedited shipping, to no avail. Today, November 15th, I was told that it can take 8-10 days just to get my broken computer back into the mail.

Throughout this whole fiasco, I have been promised a call back or email at least ten times from multiple representatives and supervisors. I have never once been contacted. I have been hung up on multiple times, and I was even told that I was being impatient. Now ASUS is holding my computer hostage, when all I want is my computer returned to me. This should be a priority for ASUS, and should not take 8-10 days. With this kind of support, I will never again buy an ASUS product, for fear of it ever breaking down.

Can anyone help me?

 

No offense, but you've waited 20 or so business days (including shipping time, so realistically 10-14) for a repair. Since asus has a target of 14 business days, you may be frustrated BUT nothing was wrong.

The repair centre and call centre aren't located in the same place. They don't communicate, but that's not unheard of...

Also, it's a g72, there have been what ... 2? 3 generations of laptops since it came out? So what, they don't have replacement parts on hand - and do you really expect them to rush delivery from taiwan? They may not know what parts to replace, either - often the techs will just completely replace everything inside, without doing any diagnostics.

So, yes, it is frustrating. But it isn't unrealistic, and isn't unheard of. At least the call centre agents speak american english, for the most part.

1. Yes, it's waiting. So? That's a good response.
2. The techs havn't told us what they're doing. Maybe they havn't decided.
3. Yes, this is frustrating. But the parts are made in china/taiwan, so why is this surprising? Also, it's old parts. Why would they keep new parts in stock in their limited spaces in north america?
4. They don't know WHICH facility sends out the parts, because they havn't been told WHICH parts are being sent.
5. Well, that's pretty much standard. They leave messages internally. Technically, they contact them directly - but it's not over the phone, it's email.
6. Who else do you want to call?

 

Yeah, the problem wasn't so much that it was taking so long, it was the lack of any real information. If just once they would have went out of their way to actually try to get some information or time estimate that wasn't complete BS, I would have been fine. They lie. I have been told so many contradicting stories its not even funny, and not counting all the call-backs I was guaranteed.

So, yes I agree, it isn't a terrible story yet, I've seen much worse.. I am just trying to end it before it gets grizzly. And it would have been nice to know beforehand, that if the parts were not available, it could take up to three months to get them sent in. (Whether or not this is true, I'm not sure.. but this is what one rep told me)

It is nice that they speak american english, I agree.. but that doesn't do much good if they don't have anything to tell you.

 

I just had to go through the experience myself and long story short it took them longer then expected and my laptop looked like it was tossed around a bit. Nothing serious other then visual blemishes, and the screen hinge seems a bit less stiff. I did not have as bad an experience as the OP but I did have to wait near 45 days from start to finish. I have tested my G73 and all is well and works just like new.

 

Good luck. I'm on my third repair attempt. Asus NEVER calls back. They just blow you off and hope you will go away. I sent mine in for a touch pad that didn't work, got back a laptop that would not POST or power up in any way. Sent it back again, got back a laptop that would not charge. Now they just play games with me.

 

It took me 5 repair attempts with my G73, and over 2 months. But for my n10j, it took a week (including shipping) and it came back with a new battery as well. My 1000HA was also fast, like 10 days.

I'm going to assume that the part availability plays a BIG role in their repair time, because I have had a terrible experience with my G73 ... but every other notebook repair with asus has been great - and I've NEVER had a problem with their desktop parts.

 

Most of the long wait complaints have come from ones having to send in to the repairs centers on the West coast.
I do know though when I got my G73 back from the repair center all worked very well and it is still working fine. And I have pushed it hard playing games just about every day.
At least you did not have to go through an 8 week ordeal with Best Buy and then have to send it is to the ASUS repair center like I did. I went with out my computer for 10 weeks between the both of them. But ASUS got it fixed and fixed right.

 

Well, I may be getting somewhere finally. I was over on your thread strtrcr50, and I found this comment:

"Try contacting Trinity Sparks at (510) 739-3777 or (510) 490-3222[not sure which number]. She's in the head office, and helped me."

I called the first number and just stayed on the line until I got the operator and then asked for Trinity Sparks and they transferred me to customer care. I talked to them twice and got some real information. And, surprisingly enough, they actually emailed me this morning with some good news.. apparently my motherboard is currently being replaced.

 

Same with every company .. go to forums/blogs/ and read everything you can to get the best and useful information how to go around and deal with warranty repairs.

 

so did you actually talk to "Trinity sparks" ? how is this number different if they just transferred you to customer care?

 

Honestly I'm not exactly sure, but yes, I did talk to Trinity Sparks. But, I also spoke to another representative, and he was the one helping me. It just seems that this department actually might go out of their way to help you.

 

ill try my luck tomorrow. i have been making little progress with my defective G1s. maybe they can help

thanks

 

Trinity Sparks also has fixed my problem, and promises to follow up.