Defective DVD+RW drive

Hi, I bought a Core2Duo W3J last November and it appears that my DVD drive isn't working anymore. I'm not able to burn DVD's (8X Fujiflim DVD+r's) or read off DVD+r that I had previously burned. I'm however able to burn and read off my 3.5 year old 2.4X Dvd+R on my desktop. When I received the W3J there weren't any problems and as of a month ago, when I last burned a DVD it worked.

Weirder my drive is able to read the data off store bought CD's and CD's I burnt, but not store bought DVD's.

I'm not sure how to fix this, so I'm going to contact Asus Canada to see about a replacement drive. I was wondering if anyone knows the number for Asus Canada and the hours they're open. Should it be a quick process?

Also if anyone else has had their dvd drive replaced what was the procedure. (I.E do we send in the whole cpu or just the Drive itself and replace it with the travel attachment in the meantime)

If this is needed my drive is the TS-L632D.

Thanks a lot

 

Either check the sticky, theres info there, or the ASUS site, which should have more info.

Since its the W3, and it has the modular drive, I'd assume you can just send the drive back.

 

I just found this number:
Asus Service Canada
802 Cochrane Dr.
Unit 2, Markham ON
L3R 8C9
+1-888-678-3688

I work during the day and we're not allowed to do non-work related calls. So if anyone knows their hours I would appreciate it.

 

This is beginning to be a well-known problem. I had my drive RMAd to fix it and I recommended the same to a couple other people who have mentioned it on this forum as well. Strange how it only affects burned CDRs...

~ Brett

 

I was up there four weeks ago. They close at 6.

That place is impossible to find. I was in the parking lot, and I still couldn't find them without calling them on my cellphone. They'd just recently moved, and the lady on the phone wasn't very clear on exactly where they were either.

Eventually I walked in their door at 5 past 6. They were still open.

 

i have the same problem with my W3J, it doesn't burn anymore....well it burns, but when i check it afterwards, there is nothing on it, and can only read certain CD/DVD. haven't really done anything yet, as I started to use my desktop burner. maybe i should contact Asus.

 

Do you not get a lunch break?

 

Thanks for the help Nrbelex. Quick question what does RMAd mean?

 

RMA = Return Merchandise Authorization - Call up Asus and tell them the problem and they'll have you send it in with an "RMA number". You can probably just send in the drive and hold onto the laptop. It doesn't usually take them more than a week to get the replacement part out. Sorry 'bout the bad news.

~ Brett

 

Perfect Nrbelex. Do we have to pay shipping costs or do they take care of that? (I.e when my iPod broke apple sent me a box to mail my iPod in with prepaid shipping)

 

From what I've heard in the forum, you give them your address and they'll tell FedEx to send a courier to you and all you need to do is be at your door(or business?) and give it to them, and wait.

 

wow, if that was the case, that would be awesome, i wonder if you have to prep the drive. i'll try calling Asus (N. America) tomorrow and report back.

 

Please let us know what they say dt34. It'll be good to hear what Asus does before I call them next week when I have more free time.

 

They pay - You call and give them all the info on the problem you're having. They then give you an RMA number and E-mail you more info on how to send it back through Fedex. The easiest way to do it is to just go to a Fedex-Kinkos and have them pack it really well for you and they'll pay for everything, including the box. I was shocked at how easy it was. They also said it could take a couple weeks but I had it back in just exactly one week even for a fairly complicated repair. You don't need to remove any added RAM or worry about changed hardware unless that's what's causing the problem. They didn't even seem to notice that my W3J had a T7200 and not the stock CPU. My HD came back seemingly untouched.

~ Brett

Edit: If all you send back is the drive, a lot of the above does not apply.

 

I hating bumping threads, but I was wondering that if after calling them on Saturday and yesterday, that's it's normal that I haven't receive any RMA information yet. I just called again, but there's seems to be some communication issues as I'm not sure that the last person I spoke to was a native english speaker. I wonder if anyone has tried the French tech support, that should hopefully be in Canada and not in the US?

Any recommendations on what to do?

 

Keep bugging them via telephone until they send you the required RMA information via e-mail. My friend has a V6J and the DVD/CD R/W drive died in that last week. He called Asus a couple times and within a day they sent his RMA info. He was able to remove the bad drive and send that only. Asus paid for the FedEx and cross shipped his replacement drive. He received it in less than 2 days. I was amazed at the service. Granted, this is Asus USA in Fremont, CA but it still is a great testament to Asus warranty service.

 

Who should I contact in the states... I'm having this problem as well, the drive can't read DVD's at all, and is starting to have trouble ripping audio CD's. It started about a month ago, but I'm currently in Europe and won't be back in the States for anothe 2 weeks. Either way I'm still within my warranty date.

 

I used the contact info in this post for the same issue and I'm also in the states.

~ Brett

 

My few experiences with Asus service center has been very positive! When my DVD drive packed up, i just unscrewed it and sent just that away, it got replaced no questions asked.

I sent my other notebook in a few months back for a broken card reader and they fixed it while i waited. they didn't mind that i had changed the HDD and added more RAM and that i had linux installed on it. i asked them to leave linux installed and they used their own HDD to test afterwards.

thumbs up to Asus yet again


You should not have a problem at all!

 

Just wanted to update my situation. I sent in my drive to Fedex on Wednesday and just got back my DVD drive today (Friday). So it was really fast. The drive seems to work fine so far, burnt some data on a DVD, played a DVD movie and a few CDs. All is well so far, fast repair and response from Asus.

I hope those of you who are also having the same problem get it resolved soon.

Thumbs up!

DT

 

I don't know what's wrong with the way they are treating me. I've called them everyday this week and I still haven't received any info on this supposed RMA program. I'm about to call them again, but god knows if that will work. I wonder if asking to speak to a manager will get something done, as I need my DVD drive urgently. I haven't seen worse customer service from any company, I've ever dealt with, but that might be because I'm calling the Canadian office. Still 4-5 of my friends who were planning to get Asus computers during the summer, after my initial positive reviews, are not going to get them because I let them know of what Asus is doing (or not doing) in this matter!

 

I'm not sure if it may help or not. Have you checked your email bulk folder or do you have spam filter on? It may be as simple as that or you can try to provide a different email address for them to try and send the RMA email. I often check my bulk email for unintended email filtering. I also worry when I verbally provide my email, thinking they may have listened to it wrong. So I have them repeat what they say.

I also noticed on the Asus (US) website that you can request a RMA #, you might want to give that a try. Not sure why the Asus (Canada) support is not working for you. Keep trying!

http://helpdesk.asus.com/

DT

 

That is a real shame you are feeling this way about Asus customer service, as I have heard nothing but praise about their warranty repair service. When you called them everyday, did you ask for an RMA number? They have no reason to deny you one for just a DVD drive. In fact, in warranty or not, you can send your drive back to get it replaced without trouble normally. But then again, the US based warranty center is well established, and perhaps the Canada one is lagging a bit. Be patient, and don't let these obstacles dampen your opinion of Asus's good service and quality computers.

 

Well I guess I was a little too quick to claim that Asus's customer service is bad. I received my RMA information Friday night, faxed in the paperwork Monday morning and received my working DVD drive Tuesday at 12:00. Pretty quick! Turns out that they had trouble spelling my name, even though I said each letter individually and thus couldn't receive the e-mail with the RMA info.

 

glad you got it resolve!