RMA'd ASUS laptop 4 times... still broken. Now my warranty is up.

Sorry for the extremely long story, but this really has been going on for quite a while.

Summary: I have sent my laptop 4 times to an ASUS service center in Indiana. 1 time for the initially broken display and display frame, and then 3 times after for a new issue I've been told is called "digital noise". Still no fix. I did everything in my power to help them repair the issue, but it never seemed to help. I wanted to send it to an ASUS authorized computer repair shop, but when I called ASUS to tell them they told me my laptop is now out of warranty. I'm baffled this would happen since the laptop has never been properly repaired. Now they want me to send it a 5th time to a different but questionable company in California that may or may not charge me for the work. Any advice out there?

The Whole Wall of Text:

RMA #1:

On Febuary 8th of this year I purchased a refurbished ASUS K52 laptop. I used it for a couple of weeks until I noticed a crack in the display's frame, and lines of pixels missing along the edge. I talked to ASUS customer service who then informed me that I had to send over my invoice for proof of purchase. Once that was all approved, I got my first RMA and shipped the laptop in, paying for shipping.

A few days later I receive the laptop back. I happily wipe the drive, and get everything setup for every day use. About 2 days later I'm looking at a dark image on the screen and notice some weird static. I thought it might be an animation of some sort, but double check and it's just a regular JPEG. I test it on some other images and realize that there is definitely an issue with static (or visual noise or "snow") showing on dark colors.

RMA #2:

I call ASUS customer service again and they get me another RMA. As requested in the RMA instructions, I write up a detailed description of the issue and put it in with the laptop and ship it once again.

A few days later I receive the laptop with a service invoice that says they have replaced the LCD screen to fix the issue. Excitedly, I turn on the laptop to see if the static is gone. There's still static. In effort to pinpoint the problem, I take my laptop to a computer shop in town to see if they've ever seen anything like this. I show them the laptop and after a few minutes of inspection conclude that this is "digital noise". They tell me that this is caused by either the LCD cable or the video card which is likely part of the motherboard. They explain even further that the reason this happens is that laptop LCD cables have a bunch of very fine wires. So when the cable is bent and weaved around inside the case, it can cause a kink that causes the wires to interfere with each other. They even looked up the part I would need and pointed out the possible problem area on the cable.

RMA #3:

I call ASUS customer service and tell them what the guys at the computer shop told me and they give me another RMA. I set the desktop background of my laptop to a color that best shows the static and include a very detailed description of the problem including what I had just learned from the computer shop guys. I ship the laptop again.

A few days later, I receive the laptop. They had replaced the LCD cable. I turn on the computer. There is still static.

RMA #4:

I call up ASUS customer service and explain that there is still an issue. He asks me to ship the laptop in again. I ask him if I can speak with a manager since this situation must be pretty unusual. I get transfered to the managers voice mail and I leave a message. After a couple days I don't get a call back. So I get a hold of customer service again and explain my situation. He also asks me to ship the laptop. I try to explain that I'm worried their service center is not capable of fixing the issue. I tell him that he must understand my lack of faith that shipping it again will fix the issue and that I've paid so much money in shipping at this point. He tells me that he understands and we start to discuss about how it must be the motherboard at this point. He tells me he'll give me free shipping and ask the technicians to see if they need to replace the motherboard. I accept the offer and ship the laptop again, with printed out details.

A few days later, I receive the laptop. I check the service invoice, it says:

"NTF Tested 5+ Hours At Max Settings NO ISSUES"

They didn't replace anything. I turn on the laptop. As expected, there's still static. I'm baffled as to why they did a stress test since this was never described as a problem that occurred when the system was under stress.

RMA #5:

I call up ASUS customer service and explain the continued issue. I explain that I have been including detailed descriptions with the laptop and that for some reason your service people are not able to diagnose the problem. He tells me that he's sorry and that I should ship the laptop in again. I try to re-iterate that the service people just might not be able to see the issue. He says he understands. I go on to tell him that if I took my car to the mechanic 3 times to get the breaks replaced and they were still bad, I would be crazy to go back to them. I try to explain that I simply cannot believe that sending in my laptop again will solve the issue. He says that he's sorry. He says that what he can do is make a note to the service department that this hasn't been repaired and to take extra care. He also offers me a multiple return RMA with free shipping. I concede, and apologize for being difficult.

Later I realize the absurdity of the offer and start talking to friends and family about the situation. There has to be a solution, and doing the same thing 4 times just doesn't make any sense to me. While visiting family and discussing the situation, we discover that a laptop can actually be repaired by ASUS Authorized Repair Centers. We Google and find one in Pennsylvania.

The next day I call up the ASUS authorized repair shop and tell them about my laptop. I tell them about the whole situation. He explains that with that laptop it might not actually be the motherboard but some piece of plastic. It's refreshing to talk to someone knowledgeable about the issue and tell him that I've decided to ship it to him. I tell him I'll give him a call when I ship it.

I call ASUS customer service to double check and make sure it's cool with them to send my laptop to a different service center. They tell me that it's okay, but unfortunately my laptop is not covered under warranty anymore, so I'll have to cover all the costs. I immediately ask to be transfered to a manager. After being put on hold I'm told that they're out of the office so all I can do is leave a voice mail. I tell him that I've already left a voice mail to a manager and never received a call back. He tells me that it's very unusual for them not to call back. I ask him for some sort of guarantee that I'll get a call back. He can't. I ask when I should expect a call back. He tells me 24 hours. I leave a voice mail explaining the entire situation and leave my name and number.

48 hours later, I don't get a call back. I call back and tell them again about the entire situation. I ask them to explain in detail why my laptop is out of warranty when the original issue was never repaired. He explains that my laptop's repaired parts are under warranty, but not the whole laptop it's self. I ask him, "if, hypothetically, it is the motherboard then I will be charged for the motherboard?"

He said, "Yes, but I think you're jumping the gun about the motherboard."

I ask to be transfered to a manager and explain that I have left 2 voice mails and never got a call back. He transfers me to a manager. In minutes I'm talking to who I'm told is a manager. She re-iterates what the last customer service agent told me. She asks me if I included a description of the issue with my laptop. I explain that, "yes, I have. I include a detailed description every time I've sent it in". I go on to explain that I have tried very hard to get this fixed. I just want the problem fixed, so if I could just get an extended warranty just so I could send it to this other shop I'd be happy just because it's someone else. She then tells me that my laptop is going somewhere else. It's going to California instead of Indiana.

"Really?"
"Yes. Did you check the address in the RMA e-mail?"
"Yeah. I mean, I saw it. I guess I just missed the address."

I agree to send it to the address but I want to first double check everything with her.

"So you're saying that if I send this to the service center and they think they have to replace the motherboard, then I will be charged for the laptop."
"It depends. If they decided to charge you for it."
"Okay, so if they decide to charge me for the motherboard, they will call me?"
"Yes."
"Before they ship it, right?"
"Yes."
"Okay, I was just worried I might get it back and have to send it back all over again."
"I understand."

I get off the phone. Google the address. I find "Bizcom". Here's some reviews I find:

"Bizcom, the company contracted to do Asus repair work, apparently does whatever they want, whenever they want to do it and doesn't even tell Asus what they're doing." - Asus customer service complaints, reviews, ratings and comments

"I would give this dump negative stars is that's an option. Bad repair, terrible office manner... Please avoid at all costs." - Bizcom Electronics Inc - Milpitas, CA

So here I am. About to send my laptop to an ASUS repair center for the 5th time, who might charge me for the repairs. This might be my last shot because if I have to get a new RMA, it will be an "Out of warranty" RMA.

I'm really stressed out at this point and it bothers me that ASUS has seemingly carelessly put me through all this. I guess I just wonder if anyone else has had a similar experience or maybe has some thoughts, or words of wisdom.

 

I've had a similar problem with a refurbished K series, I sent it back to the retailer for an exchange after a few days. The second one did not have the problem.

This is the risk you take with refurbished machines, they have very short warranties and you have a short window to return them to the retailer if you find anything wrong.

Your situation with RMAs is inexcusable, did they ever replace the LVDS cable? That is likely the problem unless the LCD itself is bad. You can test yourself to see if an external monitor has the issue, if it doesn't then it is not the GPU that is the problem.

 

I'm fine with the short warranty window. I did realize the risks, though. If it broke after 3 months, I would've just thought, "ah, well that's the risk I took".

Here's what they've replaced so far:
The screen, twice
The "LCD" cable
The top cover to the case of the body.

And thanks for the idea, I just tested it on an external monitor and I really expected to not see the issue. But even the external monitor shows the static. So it looks like it's a motherboard/gpu issue.

By the way, one of the times I asked them to replace the video cable, and then I got the laptop back saying they replaced the "LCD" cable. So I donno if that's the same thing as the LVDS cable.

 

Yeah LCD cable = LVDS cable.

If it's a GPU issue, it could be triggered by bad RAM if the GPU is Intel integrated. Half of the main memory on K series machines is often soldered to the mainboard. You can burn a memtest86+ CD and let it run through a few passes to see if the RAM is the problem. If it is you can try removing the non-soldered sticks, then run memtest again.

 

Thanks for the repair suggestions. But the fact remains, to me, that the issue should be with Asus at this point. Asus never provided the repair service that they promised me. I have never received a fixed laptop. I took more than enough action under warranty to get my laptop fixed.

And there's such a disconnect between the two companies. I asked if I could talk to the service center to help them diagnose the problem and they said I couldn't.

I've bought Asus parts for a while and have had no trouble with them before. It's amazing to me that their laptop service could be so awful.

 

I understand and was just trying to help you pinpoint the issue. Good luck.

 

No problem at all. Thanks again.

 

the problem is that the refurbs they sell are a cat in the bag. unless sold by a specialist that is exactly what they are selling. i can only tell you that a level of expertise is required to sell them and to buy them. i do not recommend refurbs to anyone unless your vendor stands by the product. typically these have short warranties and manufacturers hope they expire soon. The refurb market is a tough market to be in if you are a manufacturer. the level of warranty refurbs may receive is poor at best for many reasons. i venture to say that is the same for most or all manufacturers. i have seen defect rates in refurbs as high as 30% and sometimes as little as if they were brand new. with that said what happen to you should not have happen. if asus refuses to help you the best you can do is seek help from your vendor though very few vendors will say anything but "sorry"