I no longer love ASUS. Worst RMA department!

I bought the ASUS G73JH-A1 back in June. I started out really liking it. About 2 months after I bought it, the speakers went out. I was in between semesters at college, so I RMA'd it. I got it back about 3 weeks later. and it worked fine.

Well, a few weeks after that, the speakers went out again. And I also started having more problems. My GPU was freezing up, I was getting unexpected blue-screens, the left mouse button stopped working, and all of the rubber feet on the bottom fell off. I was in the middle of the semester so I waited a few weeks to send it back. Once school was out, I got another RMA. This is where things took a terrible turn.

I called after about 2 weeks to see if I could get an update on my RMA. They told me they had a part on order, but they couldn't tell me what part. Then I called back a few days later and they said they got the part and it was under repair. It became a regular thing, they would tell me they ordered a part, and then it was under repair. So apparrantly they were fixing/ordering one part at a time.
Now, it has been a month and a half, I have called, left messages with supervisors (none of them have called me back) and its been no use. I even asked them to put it back together however it is, and send it back. I am back in school full time, and two of my classes are online.

I asked them if there was anything at all I could do to speed this up and they rudely told me, "you just have to wait!"

I like the warranty that ASUS has but this is terrible service. So, I would tell everyone looking into an ASUS notebook, to consider this.

Anyone have any advice on how I can get them to either send me my half-broken laptop, or a new/refurb? I really need my computer for school, and I cant afford to spend another $1600 on one!

 

It is VERY odd. I once caught a virus that burned my PC from the inside. Couldnt even turn my PC on, not even BIOS nor Safe mode. I RMA'd and 3 weeks ( instead of the 30 days ) later I had it working like a charm. Better than before. Sooo, you called a bad mooded supervisor... Oh well, I think the best course of action is to go to your retailer...?

 

Phistachio: Do you like lions?

 

Yes I do. PROUDLY.

 

Yeah, I have contacted my retailer, they said that they would contact their rep at ASUS. But I bought it in June. So the retailer doesn't have any responsibility anymore

 

Um. Consumer affairs. Certified letter to Asus HQ. They have to honor the warranty terms under satisfactory repair within a reasonable time frame. Ive sent a computer in twice and it took a month each time just to get the computer in their system. Second time (after a month) they sent me a new G73 overnight. I dealt with the Indiana repair facility.

 

My friend... As long you have warranty, they have responsability to
you. No matter what : inside the 1 year warranty, they should treat you like God. Go back there and tell them you are angry and WANT the laptop >:[

 

Call Trinity Sparks. 510-739-3777. She is a miracle worker. I'm still waiting for 17 call backs from supervisors in the rma dept..

 

She had my G73jh-1ATY upgraded to a hybrid A1 (i7 / 4GB RAM) in under an hour! She is a miracle worker! And I recommend EVERYONE who had major problems call her.

 

lol, if people started calling her all the time, I'm sure she would have to use more voice mails xD

@Mikesway0078 I don't know why it takes so long, but I've heard several people say it took them a good month just to get their back after rma depending on whats wrong with it.... honestly a month is way too long and unreasonable. I would of flipped out. and ur in college? hell no. I would of have to start making threats.

 

In other words, Be a Lion!

Sorry, it had to be said.

Phistachio, your thoughts on the next version of OSX?

 

It didn't offend me, I actually considered it as a complement

Honestly, I know nothing about Macs and OSX I will look about it and will tell you my opinion

PS : How the hell can you squeeze 2-3 hrs of
battery? My barely goes to 2 hours with battery saving in P4G

 

Yup. Typical RMA's seem to take 4-5 weeks. The repair facilities must be way understaffed considering it takes a good week in queue before a tech looks at it. As a college/uni student, it's incredibly frustrating if it's your only computer. List of RMA timelines:

MSI - 5 weeks
Asus - 4 weeks
Toshiba (brothers) - 4 weeks
HP - 1 week
Alienware - 1 day

HP and Alienware BLOW away Asus when it comes to repairs.

 

Odd, when I RMA'd my ASUS, it took 3 weeks... In Portugal tho.

 

Ive had two RMA's with/for my G73...only took about a week each time...then again I live right next to LA so im not too far from the Fremont Center (relatively).