How bad is the Asus support?

The answer is VERY!

First the problem is that my g50vt-x2 do not have any sound coming through the headphone jack, but there is a sound coming through the laptop speakers.

After trying to contact the support by phone I spent a good 2 hours waiting and waiting with no result, I tried to use the online live support, that did not work as well for at least 5 hours.
Finally I decided to send an e-mail, on which I received an answer today:
-Try to reinstall your sound drivers...

Terrible, are you serious, am I going to lose my whole day before I try everything possible???

Now I have to wait again try some more and hopefully I will receive a RMA, some day...
Honestly, I never had such a bed experience with any support before. I have 4 Asus laptops and I am hoping that the rest of them will neve break.

 

You'll want to contact a moderator about that thread title...

 

Why, it is just a question based on my experience and I am sure I am not the only one.

 

Title changed.

Did you check the Vista sound panel? make sure the right device is set as the default device

 

Is there any audio device in the control panel disabled?

Have you considered a repair under warranty? It may be a hardware issue.

 

Yes, I tried everything possible, now I used my best headphones and maxed the sound there is a slight fuzzy sound through the right headphone but no through the left one. I personally think it is a hardware problem of the jack itself in case that I have a perfect sound through the laptop speakers.

 

I suggest a return if that's the case, it definitely sounds like a hardware issue if all you hear is a slight fuzzy sound.

 

That is what I am trying to do, receive a RMA so that I can send it for repair, but I just can not contact them yet, that is the worst part.

 

Asus support seems to have some issues yesterday for some reason. I was kept on hold and constantly getting disconnected for over an hour. But to be fair, they're usually pretty good and Mondays are usually their busiest days and they did attend to all my requests/issues in a professional and polite manner.

 

I do not even have a words to describe the stupidity and retardation of Asus Support!!!!!
After dealing for them for 3 weeks, I finally received my laptop today WITHOUT BEING REPAIRED!!!! The problem is still here??? ASUS???
For sure I am not buying any more Asus stuff, after being loyal client for many years they managed to turn me against them, too bad.
I wish that I have a phone number that I can call and really tel them how much they SUCK!

 

You forgot to change the question mark too.

 

I am not sure why are you even responding to my post dude?

 

He he heee, too funny now even the battery is not charging, after their "repair"

 

Where are you located trentbg?

 

Atlanta, Georgia

 

Finally received back yesterday from the second repair in CA, they replaced the m-board, the sound is finally working.
The bad thing is, that they forgot to put 2 screws back on the bottom lid and one on the HDD case, but I can live with that.
Overall my grade for the Asus Support is - Poor!

 

Alright, it seems that ASUS US support quality has dropped significantly over the past year. Whereas before there were no negative reports, now this type of things seems to pop up more and more.

Maybe they are trying to cut costs on support? Worst place to do it, in my opinion since that's a big part of the "face" of the company...oh well.

 

Sorry you had such a hard time with your repair trentbg. I sent my G71G to the Indy location for a screen replacement and had it back in a week good as new. Maybe it's just the CA location that's having troubles?

 

You wonna here some hell of the story about the "Asus Support"?

- 15.01.2009 my NB were pick-up for Repair (noises from GPU)
- 20.01.2009 get some Cost estimate paper for repair the NB, cause is "water". Since i got some Water damage i accepted the price. Keyboard an top case were changed
- on 02.02.2009 got my "repaired" NB back, my problem wasn’t fixed, but I got a new GPU + Mainboard.
- 03.02.2009 i complained @ asus the new GPU, and that the problem wasn’t fixed.
- on 06.03.2009 second pick up, on 24.03.2009 got the NB back, mainboard changed for the right G1s. Noise problem still isn’t fixed.
- I called asus on 06.03.2009, some Asus-worker told me, that I can get a replacement or money from my seller. So on the same Day I did spoke with my seller, and he told I should accept the replacement.
- 09.03.2009 i called the same guy at Asus like 3 day ago, these time he told me i don't a replacement, and he can’t remember me, was very unfriendly.
- 10.03.2009 i wrote the whole speech to my seller, I called asus himself. I should have been contacted again by asus last Friday for a replacement... till now, NO Call, NO E-Mail from Asus...

 

hmmm, that doesn't sound good.
the graphics chip in my G1 died and i emailed asking what i could do, as even though it was out of warrenty (by two weeks), this seemed to be a known problem.
Asus then RMA'd my laptop, paid for shipping, and it was back within 8 days. all working as day1. no real problems with Asus here, bar the use of nvidia 7xxx and 8xxx series gfx chips, but then its the same for dell, hp, alienware etc. so not really their fault...
so from my point of view, Asus have been more than helpfull. ok, so it takes a day or so to get a reply on email, but i can live in the mean time.

 

How bad is Asus support? Well, I won't throw stones, but instead, just write down my list of experiences thus far.

My computer is a G50V-X1, purchased from a Best Buy electronics store in a suburb south of St. Louis, Missouri, in October of last year (2008).

The computer had been working flawlessly until mid-March of 2009, the problem being a loose center conductor on the left-side USB port. Deciding and thinking that the factory service center would probably be better suited to handled a motherboard replacement (the location of the USB connector), I decided to go through Asus Technical Support, rather than through the 'Geek Squad' division of my local Best Buy retailer.

I have two choices on service here: Asus Repair or Best Buy's Warranty Service.

First Choice: Asus Repair
Repair Facility: Asus Indy, Jeffersonville, Indiana

Log of Service:

FIRST INCIDENT

1. March 20th, 2009: Received RMA from Asus via Email.
2. Shipped computer out via local FedEx depot. (Asus sent Ground label instead of standard FedEx overnight. Shipped anyway.)
3. March 30th, 2009: Received email indicating my computer shipped out, on it's way back to me.
4. Received computer back within 2 days or so of March 30 email.

REPAIR SUMMARY: Repair Order Document in box indicated a new motherboard was installed. However, upon inspection, left USB center pin was still loose--tighter than original, but still loose. 'Loose' here refers to a vertical, 'up and down' movement of the USB port center conductor pin, indicating weak anchoring, either in the aluminum body of the port, itself, or to the motherboard, specifically. I don't know if this is particular to that motherboard, or just a bad lot of them at the factory; all other USB center conductor pins solid and tight.

Motherboard also reassembled incorrectly, in that the external WLAN slide-switch on the front edge of the G50V-X1 wasn't aligned with the motherboard hardware part. This alone brought on the need to obtain a 2nd RMA and once again ship it back to Asus Indy.

SECOND INCIDENT

1. April 1st, 2009: Had 'Live Chat' session with Asus Tech Support via Asus' web service portal.
2. April 2nd, 2009: Received RMA in Email
3. Shipped out via local FedEx depot, this time with proper overnight label.
4. April 7th, 2009: Received email indicating my computer shipped out from Asus Indy.
5. Received computer in about two days.

REPAIR SUMMARY

G50V-X1 Damaged! OLED board cracked in two places, which I could see through the cover-glass, and also indicated by lack of ability to display anything properly, save for battery charge indication. Body of laptop also appeared warped toward the front-top of the laptop, just back from the OLED display.

The WLAN switch was properly aligned with motherboard part, at least.


GENERAL SUMMARY:

During both courses of shipping, I had used the original boxing and packaging. This included a foam 'pocket' the laptop came in, as well as a clear piece of rectangular plastic that covered the keyboard and another, similar piece of soft, spongy material that went on top of the plastic keyboard cover-film, used to protect the screen from scratches in shipping. (The rectangular, rubber-like piece is similar to the stuff that comes on paper-towel like rolls, used to keep cups and dishes from slipping in trailer and RV cupboards).

When I opened the outer, brown, corrugated cardboard original outer box, I then removed the box with the handle and the 'Woman With Sword' graphic on it. I then opened the top of the inner 'graphic' box, and found my laptop in a thin, plastic bag--not the foam pocket in which I shipped it to Asus Indy!--flopping about loosely between the cardboard end-pieces that keep it from moving up and down and side to side! Saying I was livid is being generous ;-).

In short, Asus Indy didn't pack it properly, resulting in damage during shipping, handling, or the OLED break happened on the bench. Maybe one of the technicians or shipping and receiving clerks dropped it, banged it, dropped a tool on it when the unit was apart, or something similar. I'll probably never know the truth of it, at this point.

What's even more irritating, is a talk I had with Asus Notebook Customer Service in California, in which the CSR with which I spoke admonished me to not send it in the original packaging 'if I ever wanted to see that box again' (referring to the 'Woman With Sword' box). Just in what kind of box did she expect me to ship it? Her attitude was condescending and I felt she took me for some kind of an idiot. Don't ship it in the same box??? Sheesh!

Continuing: Before I shipped it, I used a thick, black, Magic Marker to place control numbers, my name, address, and phone number, all over the inner cardboard pieces contained inside the 'Woman With Sword' graphic box, including the cardboard end-pieces for the computer, itself. This strategy was probably what kept anyone from messing with the box-in-general, as indicated by the presence of every one of my marked-up inner box-and-parts. Pity I didn't do that with the laptop's original foam pocket; I might've gotten the computer back in one piece--provided the OLED wasn't damaged in-house.

I called customer service once again, and was given a new case/incident number to give to repair. I have not acted on that yet, but it is good for 30 days.

----

Second Choice: Best Buy Electronics
Repair Facility: Best Buy's Asus Certified Repair Center, Louisville, Kentucky
Store Location: Jefferson City, Missouri

When I purchased my G50V-X1 from Best Buy, I also purchased an Accidental Damage Policy/Extended Warranty combo package for $99.99. Everyone who buys from Best Buy or any other retailer should have this kind of protection, period! It's worth every penny. . .at least, I'm hoping it is. Let me explain:

I took the laptop into my local Best Buy (not the store from which I bought it) and took it up to Customer Service who referred me to the Geek Squad bench. Just as luck (bad) would have it, the 'Agent' I usually talk to wasn't there, and there was only a 4-day-old newbie and an ASSistant Manager (no misspelling here ;-> *snark*) with which I had to (or-)deal.

Here's how this went down:

1. Brought computer to Geek Squad counter. Opened computer bag and procured G50V-X1.
2. Showed to Agent.
3. Agent requests help from Assistant Manager.
4. I show AM problems: a) Loose USB center pin b) Broken OLED screen c) Warped casing.
5. Manager says he'll have to send it back.
6. I tell him of my Asus Repair 'Sagas' and he says they can look at it at their 5-Acre repair facility in Louisville, Kentucky (saying this proudly).
7. I ask for new unit.
8. AM refuses to replace unit with new one.
9. I end up resignedly having to accept AM's refusal.
10. AM assigns rest of process to newbie Agent.
11. Newbie Agent processes my forms, I reluctantly leave my beloved G50V-X1 with Agent, but before I leave, talk again with AM, who assures me that the forms are all correct and that their boxes are 'made especially for laptops to keep them form moving around (after telling him about my Asus Return Packaging Material experiences).

12. I leave store, dejected and tired of people 'not taking responsibility' for my needs as a consumer of a device which cost me over thirteen-hundred dollars ($1300), paid for with student loan funds whilst I was attending technical college back in October of 2008!


Present Situation: I am waiting for Best Buy. I will update this thread as soon as I get my computer--either repaired properly or replaced--back from Best Buy's service center in Louisville. If this proves uneventful, I'll have my G50V-X1 back in a few weeks. If not, I still have the ASUS incident number with which to generate a new RMA and shipping label from Asus Repair.

April 11, 2009 - End of Log

--------

So that's it forum folks. Please share your comments, thoughts, opinions, and such. Anyone else having trouble? I know I sure am.

Warm Regards,
Firefishe

----------------------------------------------

UPDATE: April 15, 2009

Unit is currently still with Best Buy's servicing center in Louisville, Kentucky.
Will be calling my local store today to see how the repair/replacement is progressing.

--Firefishe

----------------------------------------------

UPDATE: April 18, 2009

Unit is back from Best Buy's Louisville, Kentucky Service Center.
Best Buy Corporate has authorized an exchange, however, issues still abound:

Consideration 1: G50V-X1 with the Nvidia 9700M GT GPU is no longer available. G50Vt-X5 with Nvidia 9800 GS GPU is available, but has no modem, which I use now and again.

Consideration 1a: Case color is atrocious, LED side lights are white, instead of blue, and the flame graphic on the lcd topside is just a bit too much for me; also, the trackpad buttons are now a ridiculous HP-ish 'super shiny'; I prefer the 'brushed stainless' buttons of the G50V-X1/9700M GT system much better. (It should be noted here that all other available G50V's still use the brushed stainless buttons and have a solid black lcd topside, with blue side LED's and the Asus Logo light and the LED blue stripe. Aesthetics were part of the original reason I bought the G50V-X1 from Best Buy back in October, 2008. As it was, it could be used for both business and personal use, but I'm not into fancy case graphics with what I want to do, wish to display to others. The orange/black lcd topcase or solid black version will work for me; weird graphics won't. I want solid colors or solid color combinations.

Consideration 2: Replacement, Black, G50V-X1 with the P8400/Centrino 2 processor and the newer Nvidia 9800 GS GPU is available from Best Buy's online store, but, once again, doesn't come with a modem, which I use now and again. It does, however, come with Bluetooth, so I could, in theory, wirelessly tether it to a cell phone, which, in theory, might make up for the lack of the modem. (I usually use the modem in motel rooms that don't have WLAN connectivity.)

Consideration 3. My local Best Buy may not give me a cash refund. They want to give me--if it comes to this--an in-store credit. I've been looking around online and have found some Asus resellers that have some systems that might work for me, but I need to have my money back from Best Buy to purchase them. I've found a good deal on the G50Vt-X9 from www.btotech.com for $1449.00 plus shipping which would do just fine--as long as btotech has them in stock, anyway. I'd have to add a bit from the $1424.xx I paid to Best Buy, but this is minimal. I'm tired of waiting for both Asus and Best Buy to get with the program and stop 'fluffy bunnying' my customer service issues around with semi-desirable attempts-at-solutions.

Consideration 4: The Asus G50V-X1 I currently own has been mishandled, misrepaired, mis-shipped, and either damaged in-transit or murdered at the Asus Indy repair center in Jeffersonville, Indiana. So far, I'm looking at mild case warpage/bending, OLED Display Glass Breakage, and who knows what else under the re-assembled parts I can't see. I do not feel that any type of repair should be effected upon this machine. Replacing it with a new, in-the-box G50V-xx-xx is what I want!

If anyone has any useful information on how to resolve this problem immediately, please email me at [email protected] .

--Firefishe

---------------------------------------------

UPDATE: April 20, 2009 Monday
Jefferson City, Missouri Best Buy Store
--
Detail Log: Walked in to the Jefferson City, Missouri (MO) Best Buy store, ready to utilize an Exchange Authorization that Best Buy Corporate's Customer Service Division had provided for me--presumably after a very long and detailed email I wrote to them. Okay, fine. Let's exchange the G50V-X1 for another one, or perhaps something just like it.

I walk in to the store and make my way back to the Geek Squad counter. What followed immediately after my arrival just begs to be shared and put down in print, so here it is. My more immediate issues follow the next paragraph:

I observed, upon arriving at the Jefferson City, MO Best Buy Geek Squad counter, a person I knew to be a very new Geek Squad employee re-fitting a cover to the bottom of a customer's laptop. This employee seemed to be having trouble getting the little memory cover back in place, and I could see that the cover wasn't set flush in the proper manner. This employee was screwing down this one screw, causing obvious stress on the cover-in-quesition; I knew it had to be under stress, because there was a tab sticking out of the opening that wasn't seated well, and as the employee was screwing in the fastener (screw), the board was becoming *CONCAVE* as he was doing so. Eventually, he finally seated the cover correctly, but had it been my laptop, his ears would've been verbally boxed for doing such as shod-job to my machine. (I'm not doing business with this company, anymore; details to follow.)

I had decided, after mulling it over for a while, whether or not I was going to exchange my G50V-X1 for a new G50V-X5 (the one without the modem, but with the better video card and the horrid 'paint job') 8-P. Well, as I was getting tired of not having my G50V-X1 in a damaged and mangled condition, so, weighing the differences, I decided I'd 'go for graphics-cardage,' and get the G50V-X5. Or...the new Gateway P7805u. Or...An HP multimedia computer that also didn't look bad.

I was given a $1200.00 return credit, so I thought I'd shop around for a bit. I ended up at that store for five and a half hours (5.5 Hours) before I finally decided on one Gateway P7805u with a 1900x1200 resolution screen. The display model of this laptop is, quite probably, and older P7811-FX, left over from last year, even though it bears the tags of the P7805u. Now, I did some online searching while I was there, and through various Best Buy customer reviews, was able to ascertain that--depending on what UPC # the box has, one might get a P7805u with a 1900x1200 screen resolution, or one with a lesser, but still respectable, 1440x900 screen resolution. The four-numbers-and-one letter designation appears in the middle of the UPC code for the P7805u, and are as follows:

P7805u, 1440x900 UPC with "3908B" (appearing in the center part of the UPC code)
P7805u, 1900x1200 UPC with "3910B" (appearing in the center part of the UPC code)

As luck would have it (and I have not had a great deal during this experiences), Best Buy Jefferson City had one of the high-resolution models! It had been opened and the hard drive 'optimized' by the Geek Squad dept., and then re-sealed, and a sticker affixed accordingly, indicating the service that had been performed. Now, what this 'service' is, in actuality, is a $39.99 'extra fee' that the Geek Squad tech dept. tacks on to some laptops so 'people who want to have this service performed, don't have to do it after they buy it.' {paraphrasing of what a Geek Squad employee told me today}.

Continuing; The Best Buy Customer Service desk--just to the left of the Geek Squad counter at the opposite end of the service area in this store--let me open up the laptop box, take the Gateway P7805u out, and look at it. It seemed fine, save for a few forgivable finger smudges left by the Geek Squad folks. Fine, no problem. No apparent breakages, cracks, or anything else I could see. So I decided to get it.

It was a toss-up between the Gateway P7805u (1900x1200) and the Asus G50V-X5 with the 1366x768 screen, no modem, and flashy paint job. The Gateway's Nvidia 9800M GTS chipset and that gorgeous 1900x1200 display (of which I tweaked the display model's settings to find this out) won me over to the Cow Collective *Moo*...or at least, so I thought.

I bought my original G50V-X1 with student loan money, and my financial situation is quite sparse at the present time. Wifey works at a McDonald's and Hubby (Me) is on disability and unemployed (though looking) at the present time. I literally had zilch on my pocket, not even a penny to spare. I had enough gas in the car to drive to Best Buy and back home. I mention the previous so I may present the following:

________________________________________
Original Best Buy Receipt Details
--
$ 1249.99 G50V-X1 Laptop Computer
$ 99.99 1 Year - Accidental Damage Policy
$ 75.94 Tax @ 6.75%
_________
$ 1425.92

Hmmm. . .

$1425.92 - $1200.00 = $225.92 ($1200 being the amount I was given by Best Buy Corporate for the 'exchange') See anything even remotely fishy here?

***Counting the tax I paid, I was shorted $225.92 on this 'exchange.'!!!*** Now, if this was supposed to be an 'even' echange, why is this even an issue?

The reason this is an issue is that I was told that this was going to be an even exchange. My original computer--the G50V-X1 cost me $1249.99 plus tax! (I include the tax amount, as I had to pay it, and must consider it part of the *actual cost*, which is the only amount that we're interested here, anyway! Counting the Accidental Damage Policy @ $99.99, and the price of the computer @ $1249.99, the tax came to $75.94).

The Gateway P7805u was listed at $1149.99, $100.00 less than my original G50V-X1 @ $1249.99. To me, this indicates nothing being owed. Well, when they tallied everything up, I was told I had to pay additional tax of $18.xx (and some change, I forget the actual amount; I left in disgust after that.)

Tax for an exchange? For a computer that cost me $100.00 less than my original? I don't know what kind of 'equity' that Best Buy is thinking it's giving me, but it's definitely not fair by any means. $20 bucks may not seem like a lot of money, but when we're talking about an exchange that's supposed to be 'merchandise for merchandise,' and they tally up tax of $18.xx on the difference (there shouldn't be any 'active different,' as this was just supposed to be, again, a merchandise exchange, no money changing hands, at all!), it means everything!

Read also into this equation, is the fact that I've been out this laptop for over a month--no thanks to Asus! GADS! Who's going to accept responsibility for my problems? I'm taking as much responsibility as I possibly can. I can only do so much. When I'm faced with managers who constantly hand me off to subordinates, when I'm nickeled-and-dimed to death in a situation where I'm positively flat-broke (My wife's ATM card bought the gas!), no cash-in-pocket today (April 20, 2009 Monday), and where it's just supposed to be 'stuff for stuff,' and not 'stuff-with-a-money-kicker,' I just don't know how much I can take!

I took a lot today. When I got out to my car, I was in tears, due to the horrible way Best Buy Jefferson City nickeled-and-dimed me to the point of mental exhaustion. It was to the point where I was getting physically ill; I *had* to leave, due to the stress levels this store's employee's were causing me. Right before I left, I asked the manager 'what's the deal' about the tax issue. He responded with something to the effect of:

"Well, I'm not responsible for tax. It'd be nice if we all didn't have to pay taxes, but that's not my problem."

That's when I asked for my computer, and then walked out the door. I'm not going to go back to this store. There's another in the area I'm going to try, but I don't know at this point. I may not be able to get any closure on this issue, at least not with Best Buy Jefferson City, Missouri (MO).

My next alternatives are pretty much limited, but are, as follows:

+++DESIRABLE ACTIONS / POSITIVE OUTCOMES+++
1. Activate standing service order from Asus and get RMA; send to Fremont, California (of which I've heard shudders) instead of Jeffersonville, Indiana,
2. Contact Best Buy Corporate, go to the other nearby store and get a full and complete rufund, IN CASH! (Bank Acct. xfer, Visa Cash Card(s), what-have-you are fine.)

+++NOT-SO-DESIRABLE ACTIONS / POSITIVE OUTCOMES+++
3. Contact my local office of police and their fraud division, file complaint, get money back. (Issue: Can Take Longer Than Above Items.)
4. Sue. (She can be a nice lass, if treated properly and if she hasn't had too many unreasonable demands placed upon her ;->; mostly, this path is the most expensive and takes the longest. I don't really desire to wait.)

The bottom, numbers 3 and 4, are only as a very, very, last-ditch resort! I have no desire to encumber myself with such matters if I can avoid it. Additionally, I also don't think Best Buy Corporate was thinking that any type of monetary difference on a sub-$1249.99 to the original $1249.99 computer was going to even occur. I'm going to have to get back to Best Buy Corporate now and talk to them about this. Not today, though. It's late, I'm tired, and it's time for a pop (Michigan-ese for 'Soda' as it's called in Misery...Sorry, I meant Missouri.) At this juncture, I really wonder if there's any real difference.

I'll post again with another update as soon as the next stage occurs, which will occur soon, probably tomorrow!

Thanks to those who are following this diatribe, I appreciate it. *Toss* (Ice Cold Cherry Coke!) ;-)

Be Well Forum Folks,
Warm Regards,
Firefishe (Stephen Brown)
[email protected]
---------------------------------------

UPDATE: April 22, 2008 Wednesday
--
As of the very early morning of Wednesday, April 22, 2009, I've sent an Asus VIP Member technical service request email, outlining the issues experienced, and my desired outcome. I include the email in it's entirety below:

To: [email protected]
From: [email protected]
Date: 4/22/2009 5:19:10 PM
Subject: Notebook G50V
Apply date : 4/22/2009 4:34:26 PM

[Contact Information]
*Name : Brown
*Email Address : [email protected]
Phone Number : 573-418-4627
City : Jefferson City
*Country : United States

[Product Information]
*Product Type : Notebook
*Product Model : G50V
*Product S/N : 87N0AS14721228G
Place of Purchase : Best Buy
*Date of Purchase : 2008/10/5

*Operating System : Vista 64bit

[Problem Description]
This notebook has been misrepaired, and damaged.

The left USB port (as if the laptop were facing you with screen/lid open) needed replacement, and the job was botched.

The motherboard had to be replaced--as this is where that particular usb port is located; the motherboard used to replace had both a loose, defective left-side-of-laptop USB Center Post, and the board component that mates with the plastic WLAN (wi-fi) switch was not properly aligned, instigating the need for a second shipping.

When I received it back, upon opening of the box, I observed that the original, protective foam pocket I sent the laptop in--and also used for the first shipping, was replaced with a thin, plastic bag. Even doubled over, this bag was not enough to protect the G50 from being loosein-the-box, even with the laptop's cardboard box supports.

I attempted an exchange with a local Best Buy store--the chain I originally purchased it from in October of 2008--on April 20th, but to no avail. None of the store's laptops have a model that can replace this one. I also was treated rudely and had my case handed off to just about every other employee in the store, anything to keep the managers from working with me.

I had decided upon an exchange, but as it was supposed to be 'item for item,' and they tried to hawk off a so-called 'optimization' package on the laptop chosen in the form of an additional $40.00 dollar charge, and tried to get me to pay tax differences on the exchange, I negated the transaction immediately, obtained my unrepaired laptop, and left the store.

Legal actions against this store may be pending.

In actuality, the store isn't responsible for the damage, Asus Indy (Jeffersonville, Indiana) is.

Let me be frank. Polite, courteous, but frank: This laptop has now been shipped SIX TIMES in one month! I've had enough. I could have done this repair thoroughly myself on my own bench, but did not as it is under warranty. I have modified, repaired, and replaced my own, personal laptop parts on many other machines; this was also when they were all out-of-warranty. I do not disassemble in-warranty machines, I should not have to do so, and don't as I--hopefully *obviously*--I won't void any active warranties I may have on any machine that is new.

Well, this machine isn't new anymore. It's broken, the casing is cracked, my OLED info screen is cracked, and who knows what else might lie broken underneath in the areas I cannot see.

So here's what I have:

1. Three repair cycles, two with Asus, one with Best Buy.

2. One botched repair/delivery cycle; One damaged computer/delivery cycle (2nd time *did* fix the WLAN switch issues, so I'll give credit where it's due) and a cracked/broken OLED display.

3. One out-of-Asus-repair-cycle with store chain where purchased, consisting of one mailing to (supposedly) certified Asus Service Center in Louisville, Kentucky. Exchange given via corporate consumer relations office after two emails were sent, and all details--including the Asus repair experiences--shared with Best Buy consumer relations staff member via email.

3a. Exchange impossible due to mitigating factors, including the possibility of in-store fraud, in the form of failure to exchange for similar equipment as corporate consumer relations indicated. as well as questionable financial handling of the matter.
(I am pursuing this matter separately at the local level, and it has nothing to do with Asus in any way, shape, or form.)

Okay, now that I've said that, what do I want? A new computer! A similar unit, new-in-the-box. NOTE: NO REFURBS ACCEPTED!

The closest model I've found with similar features is the G50V-X9. This model would also provide the following, which I would consider as equitable, considering the loss-of-productivity, as well as the botched repair and damage issues:

1. 1680x1050 high-definition screen, over the G50V-X1's 1388x766 resolution.)

2. Bluetooth (which I need for connecting my cell phone to the laptop.)

3. The fax/modem none of the Best Buy store models have and I need.

4. An upgraded video chip 9800M GS, vs the G50V-X1's 9700M GT.

5. A 9-cell, extended-life battery.

6. Both laptops (The G50V-X9 with no additions or upgrades) come with one (1) 320GB hard drive. This is acceptable, as my original laptop only had the one 320GB drive. I desire equitability only--and a little upgrade for the trouble caused me--not exorbitance.

I paid $1425 for my original G50V-X1 in October of 2008; this included a $99.99
Accidental Damage Policy.

The G50V-X9 is being sold by www.btotech.com (also a contributing author for the Asus Forums @ www.notebookreview.com) for $1449 plus shippping (as of April 22, 2009.)

I've looked around the 'net, and this is the best price I've found. It's $25 more than my original purchase price, the laptop provides *all* the features I want, and allows for more uptime on battery. It also allows me to take advantage of Asus' 2-year warranty, and by registering the laptop within 60 days, I can still have the one year damage protection in place. All in all, I think a win-win situation.

Please provide for me a new-in-the-box G50V-X9, with the aformentioned features, and we'll call it quits on this issue. I think my request is a fair one.

Please contact me via telephone at (phone # removed) to speak to me directly. Email at [email protected].

Thank you for your consideration.

Warm Regards,
Stephen Brown
--

The email has been sent, I've talked with notebook support earlier today (April 21) via livesupport.asus.com, and I need to speak with a supervisor during normal business hours, as the repair facility can't do any replacements, only warranty repairs.

Again, I'll see how it goes.

Warm Regards,
Stephen
----------------------------------

UPDATE: April 23, 2009 Thursday
--
I still have not heard back from Asus Customer Service, nor have I received the promised call-back from a Supervisor.
I will wait until tomorrow, Friday, Apiril 24, 2009, and see what happens. I will also attempt to contact a Supervisor directly.
I have been told that the Supervisors we're in meetings a couple of days ago, so I will hope their meetings are concluded.

Although that may be a reason I haven't been able to speak to anybody during the course of the past week, it doesn't really seem like much of an excuse to not even give me a call-back. Two emails have been sent to the Supervisor--according to Asus Technical Support and Asus Customer Service staff, and I still don't have anything, either via my phone's voice mail, or in my email inbox.

I shall wait another day.

Warm Regards,
Stephen
--------------------------------------

UPDATE: April 27, 2009 Monday
--
Asus Supervisor contacted me on Friday, April 24, 2009. Received email after this, indicating that upper management had been made aware of my case history, and that the matter was under review.

Will call today at number given in email and verify nature of matter, ergo, whether or not I am going to receive a replacement G50V. I will do this *before* sending my laptop back to Asus in Fremont, California (CA). Sending to the facilities in Fremont, CA to avoid any more pitfalls with the Indiana facility.
--
LATER UPDATE: Call Accomplished! Spoke to helpful customer service representative, and am hopeful of positive outcome via this channel. Am FedEx'ing G50V-X1 shortly after this post.

Will continue to maintain log here, and hopefully, will be able to post MATTER CLOSED, CONDITION: SATISFIED! after all this is done. It certainly would make me happy.

Warm Regards for now,
--Firefishe

---------------------------

UPDATE: Friday, May 1st, 2009
--
I spoke with Asus Customer Service today, calling them around 6pm Central Time.

Having verified with the FedEx Office (formerly FedEx-Kinkos)--the location from where I shipped my computer--that my G50V was, indeed, delivered and signed for, I was hoping that maybe Asus Fremont would've gotten around to replacing my ailing machine.

Shipping Note: According to FedEx, it was signed for by someone named "Y.Man"; What does this mean? 'Yes' Man? Yo', Man? I'm beginning to wonder about the professionalism of this company, at least the United States offices. Would this type of thing happen in the Asian countries? I suspect not. I prefer straightforward names that can be easily traced, not simple initials that sound like a high schooler's!

As of the time of this update (May 1, 2009 Friday), I was informed that there was a five-day backlog of repairs, and that my machine had not been gotten to yet.

*SIGH*

I'm getting tired of this. . . (more later...)
--Stephen
---------------------------

UPDATE: May 3rd, 2009 Sunday
--
Waiting until Monday. Will call Asus back early in the morning, Pacific Time. I've been calling in the late afternoon, so perhaps I'll have better luck early in the morning.
---------------------------

UPDATE: May 4th, 2009 Monday
--
Feeling a bit ill, today, so I could not get out and contact Asus. I've checked my RMA's status on Asus's web site, and it's still showing as not being in the repair network loop. This probably means one of two things; One, that my G50V-X1 is still on the waiting list for service; or Two, that my case is being handled as a replacement by upper management. Replacement is my preference and the only solution I shall accept at this time for this broken and abused (by Asus) notebook).

If I happen to get the same notebook returned to me, instead of a new-in-the-box model with a different serial number, I'm going to start the processes that may lead up to litigation.

I'm tired of this. I've been waiting since March 20th to have this matter resolved. My local Best Buy store won't be fair with me, has tried to shaft me on a simple exchange, as well as having staff at my local Best Buy store (Jefferson City, Missouri) treat me as if I'm a secondary reason for their being in business; as mentioned in the relevant paragraphs above this one, I waited for over 5 hours and was treated with contempt, as well as being constantly handed off to subordinates by managers who didn't want to handle the matter personally. (There's only one person in the Jefferson City store I would trust to handle this matter, and, unfortunately, he wasn't in the store at the time.)

Asus Fremont (California) has my notebook, complete with my system disks, power supply, and everything that came packed with it--including the microfiber cloth used to clean the screen; I've kept that computer in tip-top condition up to the time Asus Indy's (Indiana) service people botched the original repair job and damaged the notebook, either in shipping or on the service bench, causing internal damage to the inset display/board.

The laptop has now been shipped physically *SEVEN (7) TIMES*! That's a bit too much for my blood. Coming new from the factory in new boxing is one thing, followed by a single shipping cycle (2 shippings, 1 to get it there, the other to bring it back) for any needed repairs--properly done--is fine. Seven physical shippings is beyond the realm of sanity for this type of thing, and, considering that the notebook is already physically damaged internally and externally, it's time for a new-in-the-box replacement--plus perhaps a few upgrade for my trouble--to be shipped to my door, post-haste!

If the last seems a bit too much, consider the above. Re-read it *ALL* and then you tell me if I don't deserve a bit of value-added-service. I think you'll come to the same conclusion.

All for now, will update toward the end of the week; I want to see what the outcome will be on Friday.

Warm Regards,
Firefishe
---------------------------

UPDATE: May 7th, 2009 Thursday
--
Just a quick note: I had a quite-friendly contact with a helpful Asus CSR this afternoon. I am assured that my notebook computer is currently being reviewed by the upper management at Asus Fremont (California). It was suggested I wait until Monday, May 11th, 2009. The CSR said that if I hadn't heard back by then, to call them at that point.

I have agreed to this.

I'll post another update after Monday or if something positive happens in the meantime.

All for now, more later as things develop.

Warm Regards,
Firefishe
---------------------------

UPDATE: May 12th, 2009 - Tuesday
--
Just sent off a Technical Inquiry via Asus' VIP Member's site at usa.asus.com. I need to call Asus' customer service later today and see how my RMA is progressing. I'll post another update after that call.

All for now, more later today.
----------------------------

UPDATE: May 15th, 2009 - Thursday [A Bit Ranty, Just Be Warned!]
--
I called Asus Customer Service today at about 4pm Central Daylight Time via their toll-free notebook support hotline. I experienced something both extraordinary and exceptional, today! That of not being on hold for twenty or thirty minutes, only to have to hang up because of something pressing I had to do; I was on hold for only about TWO MINUTES! (Can you believe it??? I couldn't, and was flabbergasted to the point where my jaw dropped, my tongue rolled out onto the pavement, and my eyes came out of their sockets!)

To top it all off, I actually got someone who...get this...ACTUALLY SEEMED CONCERNED AND WORKED DILIGENTLY TO DO SOMETHING FOR ME! Something to the effect of emailing a supervisor--probably on the super's BlackBerry--while they were in a meeting! Go figure! Can something be up? (SARCASM) I sure hope it isn't my used G50 up for grabs at a company staff drawing and the help I received wasn't a social front for the not-seen-in-the-background intern doing a study on customer service customer frustration levels for their psychology degree! (/SARCASM)

Okay, so much for the venting. Thank you! I needed that! Fact is, I needed it so much I decided to something positive today and take a motorcycle test ride at a local dealer. 2008 Kawasaki Versys to be exact. Very nice machine. Now to get my computer back so I can write that million-copy best seller and retire before I'm 50!

I *will* be calling them back tomorrow if they don't call me first. If this doesn't get handled, someone's going to make me a millionaire, that's for sure.

--Firefishe

Special Note: For practical, legal, and other purposes, the following, below, should be used for official use:

1. Called Asus Notebook Customer Support at about 4pm Central Daylight Time.
2. Waited on hold for only two minutes, and was answered promptly by a Very Courteous CSR.
3. CSR seemed genuinely concerned for my problem, and took steps to get my message to their supervisor.
4. CSR informed me that my matter had been emailed to their supervisor.
5. I'm now awaiting a phone call from the supervisor.
6. I will call supervisor on Friday, May 16th, 2009, probably sometime around 3pm Central Daylight Time (1pm Pacific Daylight Time).

Special Notation: Customer Service Representative (CSR) was the friendliest I have experienced in nearly two months, and, if this matter is handled quickly, will make up for all the previous 'faux pas' I have experienced, to date.

More as things progress...

Warm Regards,
Firefishe
----------------------------

UPDATE: May 15th, 2009 - Friday
--
Having been away from my computer for a bit while my wife was using it, and not being able to check my email until today (May 15th), I wasn't aware that Asus sent me the following email correspondence on May 13th, 2009.

I'd paste it here, but the formatting is in an HTML Table and wouldn't go well with the code on this forum, so I've text-formatted out in simple form, below:

[BEGIN EMAIL PARTIAL PASTE]

Dear Mr. Stephen Brown,

Firstly, I do apologize for the delay in the process of your RMA.

Please review the spec below as we will be replacing your G50Vm-X1 with the G50Vt-X1. The main difference between the two has been highlighted to you in RED/YELLOW.

SUGGESTED REPLACEMENT
--
Model Name: G50Vt-X1
Part Number: 90N-SSZA2411131KQL0Y
LCD Panel: 15.6" WXGA (1366x768)
CPU: P8400, 2.26GHz *HIGHLIGHTED*
Graphic Card: Nvidia 9800M GS 512MB *HIGHLIGHTED*
Memory: 4GB DDR2
Hard Drive: 320GB *HIGHLIGHTED*
Optical Drive: Double-layer DVD±RW/CD-RW
Wireless LAN: 802.11 a/b/g/n
Battery: 6-cell
Web Camera: 1.3 million pixels
FingerPrint: No
Bluetooth: No
Operating System: Vista Home Premium SP1 (64 Bit)

--

YOUR CURRENT MODEL
--
Model Name: G50Vm-X1
Part Number: 90N-SPYA5714656KQC0Y
LCD Panel: 15.6" WXGA (1366x768)
CPU: T5750, 2.0Ghz
Graphic Card: Nvidia 9700M GT 512MB
Memory: 4GB DDR2
Hard Drive: 200GB
Optical Drive: DVD SuperMulti with Light Scribe
Wireless LAN: 802.11 b/g/n
Battery: 6-cell
Web Camera: 1.3 million pixels
FingerPrint: No
Bluetooth: No
Operating System: Vista Home Premium SP1 (64 Bit)

<SNIP> Signature Lines, Corporate Emails, Web Sites

[END EMAIL PARTIAL PASTE]

--

Summary
--
1. Missing Modem (G50V-X1 has modem, G50Vt-X1 does not).
2. G50Vt-X1 Optical Drive Not Listing Light Scribe (Best Buy web site lists it has having Direct Disc Labeling).
a. assuming light scribe or equivalent based on Best Buy web site data.
3. Color of Casing is not the same.
a. G50V-X1 Orange and Black Case.
b. G50Vt-X1 case is black with blue, garish graphic on top of LCD/Cover.
i) not suitable for business.
c. Trackpad Button Area is bright, shiny chrome, instead of brushed aluminum finish.

These are the principal differences. I've already gone over this model in my earlier posts, so I won't list any more here.

CONCLUSION: G50Vt-X1 not suitable for replacement of G50V-X1. Suggest replacement with G50Vt-X9 or same computer configuration as G50Vt-X9 but without the 9-cell battery. Either acceptable.

Again, will they do it? I'm calling them tomorrow as soon as they open and I can get to a phone.

Warm Regards,
Firefishe
----------------------------

UPDATE: May 17th, 2009 Sunday
--
I have decided to accept the offer from Asus regarding the replacement of my G50Vm-X1 with the G50Vt-X1 (The 'm' designates my original computer and is accurate, as this number is on the back of the notebook, itself.) There was some confusion on my part with regard to what I thought was the G50Vt-X1; ergo, I mistook some of the G50Vt-X5's nomenclature for the G50Vt-X1's. Well, I know when to admit when I've made a mistake, and I have made one here.

Granted, the G50Vt-X1 isn't orange and black--it's black and silver, with blue side lights, cover/logo lights, and blue trackpad lighting--but I'm going to accept it on the grounds that my major concern--a lack of a modem--has been ironed out with the availability of a usb-based modem from U.S. Robotics--Hayes Compatible--that won't give me the problems that software-based (so-called 'win-modems') modems are prone to cause gnu/linux based systems.

So that's solved! The rest of the differences are mainly case color, and I've decided the graphic on the G50Vt-X1 isn't so garish after all--unlike the G50Vt-X5 (my personal opinion, only, others may like the -X5's coloring).

Well, that's it! I'm awaiting a confirmation email from Robert Diaz or whoever wants to finalize this. I'm sure they'll be happy to just get it done; Although I'm not completely satisfied, the situation is fairly equitable as to features and function of the old notebook, save for the absence of the internal modem. Again, that problem has been solved, so I'm not sweating it.

I am including both emails sent to Robert Diaz, postebed below. Please note that these were copied and pasted from the email, the email had Rich Text encoding and displayed the primary differences of my computer and the replacement computer inside of an HTML table. That formatting is not included in the paste, so I ask that readers reference my previous post--meaning, the last post of the May 15th, 2009 Sunday entry.

As it is the weekend as I am writing this, I will have to wait until Monday to see if everything is going through as planned. I feel I can say with reasonable certainty that, even though I initially did not accept the offer, Asus will probably be happy to realize that I am open to the exchange as proffered.

I am eager to get my new computer and be done with this experience so I can get back to business, both personal and commercial.

More on Monday.

Warm Regards,
Stephen Brown
----------------------------

UPDATE: May 19th, 2009 - Tuesday, Early Morning
--
Well, I guess everything is in the works. I received this email from Mr. Robert Diaz:

Upon receipt of my new G50Vt-X1, subsequent inspection of same, and after I make certain everything is working properly and in order, I will consider this matter closed.

More later in the week. . .

Warm Regards,
Firefishe
----------------------------

FINAL UPDATE! May 24th, 2009 - Sunday - 11pm Central Daylight Time
--
I have my new Asus G50Vt-X1, and after all of my prior experiences to date, have to say that I am quite satisfied and happy with it!

Now don't get me wrong, I'm not capitulating to the poor customer service I received from either Asus or Best Buy in Jefferson City, Missouri beforehand; I'm just saying that I have my new machine, I'm back online, and I'm being productive again. I already have Ubuntu back on it, and I have 120GB more hard drive space with which to play.


(Non-Customer Service Observations and Musings)
--
3D works great on Ubuntu GNU/Linux with Nvidia's proprietary driver. I've never seen CoolIris--a popular 3D plugin for Firefox--work on a gnu/linux based system, before. It's nice to see that 3D and Ubuntu work well together, with very little problems, overall.

The Nvidia 9800M GS is a wonderful chipset (PCIe Form Factor in this notebook; i.e., a removable card) and handles all my 3D needs well. I have yet to test it with EvE Online, but I'm going to have to re-download the high-resolution version of the game, and that will take some time--if I do it that way, at all. I'll probably just buy the DVD online this time, and forget about downloading so much data via a 100KB-per-second line. It's good for gameplay, as it's steady, but not so good for 4.5GB files.

It's a nice little powerhouse, even if it doesn't have a built-in modem or Bluetooth--two items which, if I'm savvy, I can install soon enough with little trouble, although my warranty will probably be toast. I'll probably just stick with USB externals and be done with it!

(Final Customer Service and Repair Service Summaries)
--
Asus needs to get on the ball or it's going to end up as roadkill on the customer service super highway! When I received my G50Vt-X1, the computer was moving around inside the box. Thank the deity or impersonal force of your choice that it was shipped Federal Express Standard Overnight, and wasn't on the truck for more than a day! If it had been, I believe that the brand-new unit I received could have easily been damaged!

The G50Vt-X1 came in a very used Asus Pundit P1 Barebones Laptop box--a box that was much too large for the notebook. What's up with this? Shouldn't the unit have come in a standard retail box packaging, with proper internal dimensional spacing??? The lack of credulity on the part of Asus' shipping clerks boggles the mind!

Luckily, the notebook didn't arrive damaged, but whoever is in charge of packing the notebooks, both at Fremont, California *and* Jeffersonville, Indiana, need to have their heads examined! Had I been their supervisor, and had received complaints like this, there would've been a very specific meeting and re-training session for the shipping department! Either that, or I'd just recruit new help. Enough is enough!

As for Best Buy in Jefferson City, Missouri, that store has seen the last of me! I'm never going to do business with them again. The way I was treated was atrocious, and the managers, callous! I left in tears, and it takes a lot for me--a 43 year old man of many seasons--to get to that stage.

My energy was so completely drained after dealing with them that day, that I won't recommend them, won't suggest anyone work for them at all! I've been through one of their job interviewing processes, and it resembled something more like a new-age encounter group session than a real interview. Also, save for one helpful and intelligent Geek Squad Technician with whom my wife and I know locally from other venues, and perhaps one other person in the entire store, the collective intelligence of the Jefferson City, Missouri Best Buy Electronics Store is, in my opinion, barely above that of a popped resistor!

It's *that bad* folks! Just don't do business with them, and with that said, I'll say no more.

MATTER CLOSED, CONDITION SATISFIED...but only barely.

Ending This Thread Now
Respitefully,
Firefishe
-----------------------------------------------------------------

 

Wow. I saw your same post on the ASUSTek VIP forums as well. The most I can offer you is to forward your post to Consumerist. Stuff seems to magically get fixed when they appear there.

 

sorry to hear about this, but thanks for posting your detailed story.
Unfortunately, we may have to switch to Apple for better customer service, or just pray your new laptop works fine from day one. Horror stories like this are just too common for Dell, Sony, HP, LG...etc.

 

Thanks for the reply, Papa Midnight. It's nice to see someone with empathetic views. I appreciate them!

I'll look into the Consumerist, I have not heard of them before, although I have heard of other sites, This Link in particular.

I had a very good conversation with someone in Asus' Fremont, California customer service facility today (Thursday, May 15th, 2009) at about 4pm Central Daylight Time. Thank goodness the number is toll-free and I can use a payphone. Strangely enough, I was only on hold for about two minutes, instead of the 'usual' twenty or so.

Miracles do happen, I guess ;-) *ROFLMAO*

Apparently the Asus supervisors are all attending a string of meetings (seems that way as they all seem to be in them when I call) and have not been able to attend to my issues. Well, I was informed by the helpful person attending me that my situation was emailed directly to the supervisor in question with whom I needed to be working.

I can only hope that this is the case and isn't so much artful dodging.

Again, thank you for the information on the Consumerist site; I will take a long and ardent look there.

Warm Regards,
Firefishe

 

Thanks for your reply, nasnovel. I appreciate your concern and empathetic reply.

Apple, eh? I have a 15" G4 PowerBook I bought about half a decade ago, and, save for a now-failing display inverter board, it's still functional. Built like a tank.

I've given thought to, perhaps, purchasing a 13.3" basic MacBook. They're good looking, the GPU isn't too bad, and they're light and portable.

The AirBook looks just a bit too fragile for my rough-and-tumble way of moving around. I know my wife would adore me no end if I bought her a new mac to replace the old one.

Apple may be proprietary, but so is Windows, and I can run Windows *and* Linux via bootcamp or parallels, vmware, or any other virtual machine that can run them.

I use linux for so much these days, but I also use windows, and I use each one for different things. Different programs require different OS's. To me, there's no use in trying to use one program meant for another OS. Emulation is fine, but it can't play games very well, especially if they're 3D graphics hogs that use DirectX. Windows is king in that arena, and games like that just call for it. My Asus G50V-X1 came with Vista 64 Home Premium pre-installed, so I got it by proxy...and loved it! To me, it blows XP out of the water. Some don't like it, but I do. And I'm not going over to 7 until those bugs are worked out and it goes final.

Also, I've run 32bit apps on it with no problems with any of them. I also keep it updated...but only if the updates don't interfere with effective use. I've had to backdate a bit--that is, remove a few updates--so the system became stable again. The only gripe with windows, of course, is the need for so much blasted anti-virus, anti-malware, anti-trojan nonsense, the likes of which most linux and mac users don't have to bother with--most of the time.

I'd been using trialware versions of things like Kasperksy Internet Security, Avast! anti-virus (sort of an always-on-the-'net type of security suite--possibly analogous to how the new Palm Pre's WebOS functions), and prior to my sending the G50 for repairs, I was trialling TrendMicro's security suite product.

I miss Mac OS-X, but also have had my fair share of issues with it for some things. I hope Safari works better in the current releases then it has for me at some junctures--having to switch to Firefox to load certain pages that wouldn't behave well in Safari. That said, Safari is still the finest overall browsing experience I've ever had, so I don't really have too many persnickety things to say about it.

Now if the KDE Project would make Konqueror a bit more reliable, I could use that in KDE on Linux and be 'superlatively happy' all the time. I've never seen text rendered so crisp or a sharp as I've seen in the Konqueror web browser.

Well, I got a little off the thread's topic here, so I'll stop now.

Thank you so much for your reply. I'm hoping they'll just agree to send me a new G50V...maybe the -X9 model--which would be a nice upgrade for my trouble...if they choose to see it that way.

If I get the same unit back, I *am* going to have to get the lawyers involved, I think. I've just waited way too long for this to pan out; two months is just too long for something that should have originally taken a week.

Well, I'm not to that point...yet. So here's to hoping the matter will work itself out tomorrow. Friday is a good 'talking to business people' type of day, so maybe I'll get lucky.

Warm Regards,
Firefishe

 

Buy a Mac. They are the only company who provides decent support. Internet prices are pretty good. Check Apple Insider for lowest prices.

 

Hey, Snookie. Thanks for the comment!

I'm going to buy my wife and myself both new Apple MacBook Pros when we can afford them. My wife adored my G4 PowerBook, circa 2004'ish, and it performed flawlessly until recently the LCD inverter board started to go south.

It's a matter of principal that both of us should have a bonafide, supported commercial laptop 'that just plain works' and there are some things that Apple just does better than the rest of the Windows crowd.

Now I *do* like Vista 64, and I haven't had trouble with it, but my mileage may vary, as of this writing, I'm only now getting a new notebook replacement from Asus later this week. I'm assuming it will be here by Friday at the latest, but I'm just going to be patient until it gets here.

This entire matter--diatribe listed above ;-)--has just knocked the wind out of me, and my mental prowess is just now returning to a semblance of normal, or at least semi-normal; normal these days doesn't really have much meaning for me, heh. ;-)

Anyway, I agree on the Macs! Great Choice for music, video, graphics, and just about anything else your little heart could desire. Oh, did I mention that 'it just plain works?' Yes, I believe I did!

Warm Regards,
Fishe

 

All pc manufacturers are the same with support but thats part of the whole experience! lmfao Mac has good support, you just walk right into an apple store and they take you mac of your hands, what you don't get with that is the ability to do all but surf the web and use video/editing apps.

 

Well, I'm done with the thread. *PHEW* I have my G50Vt-X1, and it's working fine. I fully expect it to continue for another three to five years, considering I am going to 'baby' this baby!

Thanks to everyone who responded. I appreciate your comments.

Now on to bigger and much better things, doings, and ideas!

Warm Regards,
Firefishe

 

July 1st, and my G50Vt-X1 is still going strong! A virus instigated a complete reinstall of vista, but that went well, and I'm policing my web sites better and doing more virus scans during the week now.

Actually, I'm using Kubuntu Jaunty Jackelope (9.04/KDE 4.2.2) to post this. Less problems on the GNU/Linux side of the drive. I mainly use Vista to play Eve Online.

Anyway, I'm happy, the machine is working well, and I now have, essentially, as of June 29th, a brand new, fresh Vista 64 Home Premium OS install.

Life is good!

Warm Regards,
Firefishe

 

Firefishe
I'm very sorry to hear of your ordeal. Just the fact that you shared such a detailed description shows me your immeasurable frustration with the company. I am very glad things are going well now!



Regarding a recent RMA experience with my G1s :
It's going out of warranty this month, which is why i bought the W90vp in the first place back in April.

The W90vp is another story, so geting back to the G1s..
It has been experiencing BSOD's and a stuttering in GPU performance. Much higher temps while gaming ( over 84c) I wanted it checked out thoroughly. It had already been RMA'd 6 months after I got it and they replaced the Mobo and powerbrick then.

So Double boxed - and packed in its orginal box - i sent it back.

I received it the following week in its original box ONLY with tape on the top - the bottom is a folded over flap thing, without tape on it , whereas anyone could have removed the unit from the bottom -- The box had been crushed on the lower left side a bit so the flaps were loose and coming undone when FedX delivered it -- I didn't have to break a seal to remove the unit.. just unflapped the tabs and out it fell.

No papers in the box - just the notebook and power brick.

I called customer service and they had to research what exactly was done to the unit, because when I turned it on, it BSOD'd again.. No reinstall of OS, and i wrote they could delete OS if necessary.

I called Asus and talked to Georgina, told her of the inappropriate shipping of my computer.

A few days later I told Ken Lee about my experience and he was nice enough to find out what they did to the computer when it was there --
Basically they put thermal paste on the CPU's heatsink , replaced the power brick and cord , and sent it back to me.

Normally they would put a sheet with explanation of what was done in the return box.

Yes, Asus support has changed in the past year since my last dealing with RMA's. Even their tech reps can be hit and miss now.. I only use ext 5053 and talk to Paul only.

I hope they don't sell off their notebooks to another company like AW did with Dell. There is a definite down slide and they need to pick it back up.

Final outcome : I reinstalled my OS, it's still running higher temp than it use to, but it has not BSOD'd again... yet..LOL.. It's been a great little machine with a whole lotta use out of it, so I feel I got my money's worth over the past 2 years.

 

On another note -- All that being said, Asus as a whole is still the lesser of all evils out there in the Industry, IMO.

They really do try to fix things and make their customers happy. Just the fact they pay for shipping to an from is a huge bonus. Possibly it would be beneficial if they slowed down on release of new configurations in the gaming sector. I feel gamers are the most critical and most harsh users out there.