G51J Problems and support in Canada

UPDATE 2010-04-16

April 15th - Received a reply from both the agent in California and Customer Care person in this forum. They had problems with emails systems and this is why I wasn't receiving any return. They are working on duplicating the issues on my notebook and I will have an update soon.

Time played with my first ASUS notebook... 2 hours
Time passed trying to get an ASUS notebook that is not crashing... 95 days and counting...

 

I just read through your entire thread from start to present!!
I can't believe that they are still trying to troubleshoot this laptop for you!!!!
This is ridiculous!!! At this point you are defenitely entitled to a G73JH-A1 and a formal writen apology. It would be easier and more cost effective to stop troubleshooting/shipping this laptop. I apologize on behalf of humanity that you have to endure through this NIGHTMARE!!
At this point your unit is worth around 799.99USD and considered outdated before you could even enjoy it.


I also have had a horrible time with Asus service but Bestbuy replaced my G71GX for a G73 to save me the trouble of dealing with Asus any further.

I'm so sorry that you are subject to this BS!! I've been in your situation with Asus and know exactly how you feel. My hats off to you.


Even though I have the money to buy a G73JH-A1, I own a G73JH-05. At one time I had a A1 pre-purchased, but I had already heard about Asus lack of customer service. Bestbuy had the resolution that I wanted(1600 x 900). Currently I have 8GB's of DDR3 ram and have already ordered my Blu-ray SATA writer off of Amazon and a 2nd Gen SSD from Newegg. I also have ordered the Bluetooth module for my G73.

I am well on my way to get my custom A1 variant at the resolution I wanted. In the end it is costing me more than an A1 but I don't care because I have the understanding of Bestbuy to support me if the need arrives.

 

I am sure that they barely didn't troubleshooted or tested at all for the first two RMA. I troubleshoot notebooks and desktops everyday at work so I sent them 2 full detaild pages of all the tests I have done before sending it to them. The worst thing is that I sent them a simple page with less than 5 steps to make it crash in less than 10 minutes to be sure that they do not loose their time trying to duplicate this problem and see a result fast. I am sure that all this has been ignored. I sent the same small procedure to make it crash fast to the agent in California and I hope he read and used it. I sent them a video that I posted on youtube as a proof of what I am saying and the best thing in this video is that I used the tools they left on the desktop to make it crash.

I hope they will offer it by themselves and that I will not be obligated to explain why I am asking for it. I bought a second power supply for my G51 so they could include a second one too. This could be a so simple solution that will make a customer happy, compensate for all that horror history and gives at least a good ending to the whole story.

Thank you very much for your support! This is very appreciated .

What a waste of money for something I barely used .

I sincerely happy for you that you had the opportunity to do this. I learnt from my error and I will buy locally next time for sure. Thank you to CanadaComputers for not even answering my email and not helping at all.

This is a good move for the support. What is the part # for the blu-ray drive? I also bought an ssd from newegg (Kingston V+ 128GB) and I can't wait to try it .

I totally understand. I will buy the next notebook from Alco.ca that is located in Montreal. They are dealing with the warranty for the complete warranty period so that I will never have to endure another case like this. They also helped me with the case even if I didn't buy my notebook from them. They have a great service. I know that I will pay a little more buying from this store but after this experience, the peace of mind doesn't have price...

 

UPDATE 2010-04-20

April 20th MODIFIED - I sent an email to the agent to know what is happening after this 5 business days (counting the day they received the unit at 9:58 AM). Received a very fast response from him explaining that the issue can be duplicated and they are now verifying to know if this problem is isolated or not. They want to be sure that the replacement models do not have the same issue and will function according my needs. This is a good thing to know at this point .

Time played with my first ASUS notebook... 2 hours
Time passed trying to get an ASUS notebook that is not crashing... 99 days and counting...

 

Delete this reply plz

 

UPDATE 2010-04-26

April 26th - 4 business days passed and still nothing. They received it 9 business days ago, they have confirmed the issue and I am still waiting... What is the problem with this company? This is really unacceptable and I need a working notebook ASAP. So pissed off!

Time played with my first ASUS notebook... 2 hours
Time passed trying to get an ASUS notebook that is not crashing... 105 days and counting...

 

From my experience, if they say they will contact you, they won't, or if they do, it's rare. Just keep nagging them

 

UPDATE 2010-04-28

April 28th - Sent an email to the agent because first, I didn't received any news after another 5 business days again and second, I really need a working unit before may 7th. I received a out of office reply... He will only be back on May 3rd. This surely means that nobody else will work on this case until this date and that I will need to find a solution by myself again. This fu***** case will seriously never end.

Time played with my first ASUS notebook... 2 hours
Time passed trying to get an ASUS notebook that is not crashing... 107 days and counting...

 

Just did and he is out of office until May 3rd... The case will not move until he comes back and read all the emails... I am stuck without any new or help and I will need to find a solution alone again. I am working in an I.T department and we are ordering thousands of notebooks and desktops each year so you can be sure that I will know what to say if managers ask me What do you think about Asus products ? Avoid it like the plague!

 

Wow, your truly having terrible luck with Asus. I just got my laptop back from a RMA. Took them a week to fix. here's the breakdown of what happened during that week:
hard drive broke on sunday (april 18)
Called them the following day (monday april 19) and got a RMA number.
Fedex guy picked up my laptop on tuesday april 20
Asus shipped my laptop on Monday the 26th
Received laptop in my hands with hdd fixed on tuesday the 27th.

hopefully you'll have your problem solved soon.

 

Thats tough to do. Asus makes parts for other companies like dell, HP, and apple.

 

You're right! I can't imagine that a big enterprise would be able to tolerate delays like what I am seeing in this case. All the service calls that I can make during a year for any Dell, Toshiba, HP or Lenovo are generally solved in 24h, less than one week and the worst case I seen took 2 RMA and ended with a brand new unit with over 300$ in extras. If Asus wants to perform in business market, they will need to seriously improve the support process and the delays.

 

UPDATE 2010-05-04

May 4th - Received a response to my last email from the agent in California. This issue is a safety feature preventing the notebook to be damaged by overheating in the case that someone put it in his bag without powering it off correctly. This cannot be resolved on this model. I simply can't use it this way at all. The agent asked for the replacement and should receive a reply by the end of the day.

Time played with my first ASUS notebook... 2 hours
Time passed trying to get an ASUS notebook that is not crashing... 113 days and counting...

 

Overheating? incorrectly powering off? How does this happen?

 

It is directly related to overheating. Example: You close the lid , you put your notebook in your bag and your power management settings are configured as when you close the lid, the notebook doesn't go on sleep mode so the notebook is still powered on at its full performance. It will not take a lot of time until it is starting to overheat while sealed in the bag without any cool air. In this case, the notebook will surely overheat and risk to be damaged. I think this is the real reason why they did it like this. But in my case, the notebook is on my desk (lid closed) without anything blocking the exhaust or any air intake so it doesn't apply at all . It should be possible to disable it at our own risks. I am fearing that all Asus models are built with this feature in the BIOS .

 

huh, i do that all the time and its never happened to me

 

This is weird because even with a motherboard and a GPU replacement, the notebook was crashing with furmark in less than 10 minutes. Anyway, this was my last Asus product after seeing how poor is the support and how Asus isn't able to respect their customers.

 

-------------------- SOLVED --------------------

May 7th - Received an email from Asus that is confirming the shipping of a G51J 720QM/5AG7/6G/US (G51JX-A). No more details. I was supposed to choose between up to 3 models... Didn't receive any email about it.

May 8th - Sent an mail to the agent in California to ask those questions about the shipped model:

----------------------------------------------------------------------------
Weren't you supposed to offer me more than one model for the replacement?
Is this a G51JX-A1 model ?
Is it new or refurbished ?
Has the unit been tested before shipping as you stated in the first email ?
What is happening about the warranty period that I lost with those 3 RMA ?
Do the customs papers have been filled to avoid problems like last time ?
----------------------------------------------------------------------------

May 11th - Received the package this morning. The box was looking like it has been beaten but the content was in perfect condition. The agent didn't answered my questions yet. The notebook is REFURBISHED... I verified the notebook and it is in perfect condition without any scratches. The cover under the notebook wasn't installed correctly. I need to remove some screws to be sure that I will not break the plastic clip and replaced it correctly.

What's next? After 120 days for closing this case, I experienced what Asus is offering to their customers when they need help and I will sell this notebook and give a try to a Sager notebook that I will buy from a local dealer. I know that it will cost me more but now I can saw that being confident about service doesn't have price.

It was officially the last Asus product that I was buying. I would not recommend Asus products anymore.

CASE CLOSED!

Time played with my first ASUS notebook... 2 hours
Time passed trying to get an ASUS notebook that is not crashing... 120 days and finally it is done...