My Asus service experience

I had a few problems with my laptop that I just sent in for a warranty repair. The problems were a mouse pad that didn't work, at random times, I would get white flickering lines on the screen, and sometimes I would get 2 letters when I only pressed the keyboard once.
I packed up my g71gx in it's original box, then had it packed in styrofoam peanuts inside a bigger box. I sent it in, and it got to Asus on a wednesday at 10am. By the next monday when it still hadn't showed up as having been recieved, I called and they found it and started working on it. I just got it back today. They didn't put the original packing materials back in the box and just threw a few styrofoam peanuts in there. According to the work order, they replaced the top cover and were unable to duplicate either the screen flickering or the double keyboard issue. Not sure how, since if you type more than a paragraph, you will get the double keystroke, and the flickering screen comes up at least once an hour. I've even read about both of those problems here. Owell, time to put in the battery and test it out. NOTHING!! The expressgate light will turn on, but the laptop will not, nor does pressing the expressgate button send you into expressgate. The first call, the rep said he was going to send me to a supervisor. I was then transferred to a phone that rang for 6 minutes before I hung up. The second call, I was told there were no available supervisors and I would recieve a call in 24-48 hours. This is completely unacceptable. I need this laptop for school, and don't have another one to use in the meantime. I am currently 2 weeks behind, and looks like soon to be 1 month behind. I have requested overnight shipping both ways and a priority repair, but apparently no one can authorize that.

 

To update, they have twice transferred me to a supervisor extension that rings for 10 minutes without anyone picking up. What a class act company..

 

If you bought from one of the resellers here, I suggest you contact them and they will likely work with asus for you to escalate your issue.

 

Unfortunately, I did not. I did not know about them at the time. However, I shouldn't be repeatedly blown off by asus. As far as dealing with the resellers next time, I will NOT be buying another Asus again.

 

And now they just hung up on me. God forbid you send a laptop back because the mousepad doesn't work.

 

And again transferred to the number that rings and rings.. Top notch..
And a fourth transfer to a number that rings and rings.

 

Maybe you can try to contact Gary: http://forum.notebookreview.com/member.php?u=321788

Perhaps he can give you a better phone number to call.

 

Are you in the US. There are some good authorized service centers that you can use instead of sending into ASUS.

I prefer to deal with a local shop if possible.

Perhaps there is a good one near you.

Cheers,

 

Unfortunately, there is no local service center. The closest one is about 5 hrs away..

 

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 recently sent off my G73 to Asus and right aways wished I went through Newegg. Apparently newegg would have just sent me a replacement laptop (mine is new and has a bright pixel). I decided to just go with Asus and have the screen replaced because who knows how a replacement refurb would work out.

Well, I'm told I'll be waiting about 2 weeks to get my laptop back, whereas it would have taken about 5 business days to get a new one from newegg. Live and learn I guess

 

Where'd you send it?

 

The first time, I was told to send it to Indiana. This time, it's going to California.

 

My laptop's in California. Still waiting on the screens. I was told they were going to come in early this week but I haven't been updated.

 

Don't mean to hyjack..

I'm having my problems as well. I'm trying to swap out a defective drive.

To Asus credit I was shipped one new drive with twice the errors as the old, and a second RMA drive with no errors! The only problem was this was a pulled drive with 2,300 hours on it.

Terrie, at Asus, just informed me that "I should not expect a new drive under warranty"! Darn! How unthoughtful of me..what was I thinking!

Maybe Asus should start selling cars? If this is going to be the new car warranty work method then they are already on track with some of our local dealers..

 

It is somewhat disturbing to get such a runaround when there is a problem with a company you thought was top notch and the best value for the money. In my description, I included links to posts where other people are discussing the double keystrokes and the screen flickering since the techs who broke it were unable to duplicate the problems.

 

And the fun continues. Asus recieved my shipment today. When checking fed ex's website, I see who signed for it at Asus in CA. S.Man. Get it? Get it? Super Man. I love it. Games everywhere. So I decide to check my RMA status in livesupport.asus.com.
And what do I see?

I certainly don't have a nice warm feeling about this. The 800 number informs me there is nothing to worry about because it might not have been updated. However, On my first repair where my laptop was truly broken, It just told me the laptop was not recieved yet. This is basically telling me that the RMA number is invalid, right?

 

They could be having network problems or something. I wouldn't worry yet. Have you tried sending a private message to Gary? He will send your info onto the service center and they will email you updates. I found the communication from the California center to be quite good.

 

Well, still getting the invalid RMA number message... This just gets worse and worse.

 

In my experience, unless you've checked your RMA in the last hour, it gives that error page. It always worked for me after refreshing the page.

 

Still getting the error page, so I figured I had an hour to kill and called Asus. Supposedly waiting on parts. I really don't think I'll be purchasing an Asus again after this one.

 

got urs back yet kelang?

 

Just to update this thread, I have recieved my computer back with all the issues fixed, but now have a new one. I have to wiggle the power wire to make the computer charge now. Asus is telling me I have to send everything back again for another warranty repair. I will NEVER purchase another Asus and I will recommend to everyone I know that they do not either.

 

And now there is a new issue. Everything else was fixed, but now there is an issue where I have to wiggle the power cord to get the battery to charge. If it is not just right, the laptop does not charge. Asus is escalating the repair, but currently wants me to send back the laptop yet again. This is unbelievable.

 

Latest update. They are sending me a new power supply, and I get to pay to send back the one that was broken while being repaired for the second time. Asus must not want repeat customers.

 

Be careful, you may have a broken power JACK, the soldered on piece on the mother board that the power plugs into. One reason all PC laptops should do as bill gates and just steal Mag Safe from Apple

 

Actually, I filled out my advance RMA form, got an email back saying I am not eligible after spending over 2 hours on the phone getting this authorized. I was promised a call back today. I'm holding my breath. This is the WORST customer service I have ever recieved on anything I've ever purchased.
It's amazing. I do IT. Just set up an office with 6 computers and 1 server. Due to the treatment I'm getting, take a wild guess how many things I purchased were made by Asus?
I would hope I don't have a broken power jack. The motherboard was changed out on the second repair attempt.

 

Just called in after purchasing a replacement keyboard from them only to be informed that they would not give me any instructions to install it. Lovely stuff. Worse was the fact that the girl swore that English is her first language and could not pronounce my name *even after I kept telling it to her*, understand the times I was giving her for an escalation call-back (I guess they're swamped, what a surprise) or comprehend that I was in fact consenting to the voided warranty and therefore telling me repeatedly that what I was asking would void the warranty just didn't make any sense.

And asking about the service/repair manual just got me instructions to download the totally useless user guide from the support site. Great.

Seriously frustrated. I think this may be my last Asus.

 

No call back, so I called back. They told me they would escalate the claim. Which is the same thing they told me yesterday. This morning, they hung up on me 3 times before promising I would get my call back within the original 24 hours.

 

Still no effort from the call center to call me back or do a thing. However, I managed to get through to Trinity Sparks. She has fixed the whole situation in less time than I usually spend before I get the first person to pick up the phone. She has sent parts out second day air, and said she will call back to make sure all the problems are taken care of. Thank god for employees who care!

 

I have a g71gx-a1 and the same crap, lots of issues and Asus service really bad as well.

How did your issue turn out? Is your computer working okay now?

My computer broke down four times, a couple of them due to their incompetence fixing things.

Now they are going to replace it, after much complaining on my part, and it turns out their replacements are refurbished laptops, which means I'll get some lemon someone else didn't want, refurbished by the same inept people who couldn't even fix my computer.

My only relief is that the refurbished model is a g73jh, but if it breaks in four months again, it's just next to useless.

My other Asus is an eeepc, never ever got a problem from it after a year and half, and this one, that is so expensive, is a total lemon.

You have it good in the US and Canada, if you lived in Europe you would be pulling your hair, not only you pay about 500 dollars more for the same computer, you also don't get accidental damage warranty and the service is really, really bad. (Only good thing is pick up and delivery)

 

Yes, everything is fixed now.. Asus's customer service amazes me. I'm still waiting for a call back or 10 from a supervisor. Trinity Sparks seems to be the only employee who cares.

 

Not to long ago i purchaised a asus gaming notebook g74sx x dh71 thrue amazon.com for 1669$ + payed around 400$ for customs clearance. Brought home-unpacked-launched it up-saw "dead from a box" product.correctly it wasn't "dead" it had gpu artifacts all over the matrix (red/purple horizontal lines).Of course i knew it was some broken contact on the gpu chip.First thing i did i gave it a little pressure by pressing on the space between keyboard and numpad sections (where the gpu lies) and suddenly all artifacts disappeared until i moved my finger away.Then i made a fast windows registration and logged in the desktop screen which was freezing as hell so i tried to restart it manually with alt+f4 but it just lagged and gave me dump screen (blue screen full of numbers and letters).Then i just logged in with the "safe mode" (still with the artifacts) i logged in to the Internet to download fullmark gpu test (just to check if the gpu is alive) then i installed it but when i tried to run it up it gave me error "Could not initialize ZoomGPU.furMark startup failed.Bye! ".Then i tried to test it with a regular way by installing GTA4 and after when i pressed on the "launch the game" button i had black screen....RESTART AGAIN !...didn't help....black screen-reinsert the battery-started up it again-no black screen still lots of artifacts.Checked in the device management-display adapters-yellow exclamation mark on the Nvidia gtx 560m ! (ofc i tried to naively update the drivers but the laptop didn't find the gpu again!)

Fun begins now !
First i called and informed amazon.I told them that i want to replace my broken notebook with the new one they said "Ok but you have to send a broken back and we will exchange it within 3 days" i told them that its nearly impossible to send something from my country to USA (takes around 2 weeks of registering your invoice in the Ministry of Economics+takes 1 week to send your package and they told me that they wont cover the transfaring money so that's more 1300$ to register-send and recive it back....) so they told me to inform asus and that was the best they can do...And then I started searching for official asus representatives in my country (Georgia.(PS. NOT the USA Georgia ,its based near the Russia in the Caucasus) so i found their number then i called them ,then spoke with them explained my problem they told me i have to register my warranty which comes with the notebook.At that moment i really didn't knew how to do that so i thought i have to fill in the warranty card which came with the notebook like "your name,zip,etc etc" but i didn't understand which address line did they need from me...the address where i live or US address where my notebooks invoice is registered(by the company which sends stuff from amazon to my country).So i called asus costumer support in the US.First call was totally waste of time/money(and believe me its VERY expensive to call from my place to US!) they were asking my name/notebooks serial and bla-bla-bla! bang and i lose all my mobile phone credits...then i recalled them back and just asked them to answer to my question !First thing i asked about invoice address or my home address (PS i explained him the situation) he answered me "We need your real address...Where you live!" I asked ONE MORE time the operator "Do I need to send this "warranty blank" to you guys right ?- Yes Sir right!-Ok,shell i receive any documents or letters to my real address ?-No Sir you will get answer only by your contact e-mail."
After i did all the procession-filled in all my information in the warranty card.Then i went to the Fed Ex post office-putted warranty card with the copy of my amazon invoice in a envelope (thought just to be sure that that they wont need any evidence that i bought it) payed 40$ thou....
After 3-4 days i checked my tracking number.At this moment it was already delivered to the Asus Computer International in the Fremont California and signed by some person named S.Man.After i registered the product in vip.asus.com(btw it was a total lack with russian translation) and then i clicked on the "warranty activation" section....and boy i was confused....for me it was a big surprise than no one from the asus company even bothered treeing to write that ACTUALLY YOU CAN register warranty ONLINE on the warranty card booklet.....................i have read the warranty card VERY carefully and checked even warranty information online in the support.asus.com but i didn't find any info how to register your warranty........so now 3 days have passed and i really don't know what to do....will i receive an email? should i call them? did i send them my latter pointlessly and should that even work ?!....i don't know, i know that I'm very disappointed in the asus and amazon...

So any bright suggestions folks ?

 

Holy macaroni...... I almost almost almost bought an Asus G74SX, did my research and all and decided to go with it, but was still hesitant and accidentally stumbled on this awesome forum and on your thread. Thanks to you guys, I won't be purchasing an Asus laptop until the day I die lol. Will probably past on the msg as well. Bad customer service is a nightmare for everyone. I think they need a medical disorder for it, you loose so much sleep, get so stressed, and basically you feel you are blackmailed, bullied and can't do anything about it. Thanks for posting your experiences step by step.

 

Is it this bad ALL the time? I might be holding off on it if it is... Jeeze..

Whenever I find something that matches my preferences, it's marred by bad repairs or bad customer service - first Malibal now this...

 

I had to send in my old computer to get the DVD drive replaced and did not have any issues with the customer service. I wasn't on the phone long and didn't have to fight with them to get them to accept it.