Tell us your Asus RMA Experience

Although this is my first post, I have been reading this forum a lot since the purchase of my G50v-A1 laptop. I hope that I will be able to contribute to this forum as much as I can.

I have read through a couple of threads regarding Asus RMA service in the UK and heard Horrible things, but not much about the USA service. Occasionally the USA service can turn out to be really bad (I read a few on this forum), but I really want a compilation of many stories into 1 thread, that way Asus knows that they are doing something wrong. (I know they look at these forums.) So heres my story...

Its been over 3 weeks since I sent in my laptop for repair and since then I have gotten NO INFORMATION about my laptop status. The USA customer service is very bad and the people cannot answer any questions. They keep telling me to call back and I have already called them 7 times. They said my case would be taken care of by a manager, but nothing has been done and they don't even have an answer from the repair facility. When I ask to speak to a supervisor the customer support represenatives would not let me and make up an excuse. It is very horrible how Asus treats its customers. I'm not the only one who have complaints.

I have contacted Robert Diaz (Technical supervisor) in hopes that he can help me with this problem. This is what I wrote to him.

Hi, I called the first week that I sent in my laptop and I was told that they were waiting for parts to arrive, I called the second week and was also told that they were still waiting for parts. The third week I called and was told that my case would be elevated. Its been over 3 weeks and the status of my repair is still unknown. I don't know what is going on and I have explained to the customer service 3 times this week that I urgently need my laptop back because I am about to go out of the country for at least 2 months (school in another country) and the one that is being repaired is the only laptop that I have. I would like to know what is going on with my laptop because waiting for so long for parts is ridiculous and having an indefinite timeline for Asus to repair laptops is just wrong. The customer service was useless because they could not give me any answers nor did they let me speak to a supervisor. I have already postponed my flight to next week (was suppose to be this Wednesday) which cost me about $100. I had previously told the customer service representatives 3 times last week that this was urgent, but nothing has been done about it yet and the status is still unknown... Please look into this. Thanks.
RMA: USA1980557
I will never buy from Asus again, Horrible and frustrating experience!

Although I really need my laptop by next week, there is nothing that I can do if don't get it by then. It would have been a waste of $100. The thing about this is that every time I call customer service, the represenatives would tell me that they have "contacted" the repair facility, but its been 3 weeks and they don't even have an answer from the repair facility. Its like they have horrible inter-communication. One represenative even said she couldn't find my case for some odd reason since I have a RMA number? I know that about a month for an RMA is short for Asus compared to some of the experiences I have heard (some people had to deal with them for 10 months!), but I feel that my case is one of those that is going to be dragged on for months if I don't start doing anything soon. The customer service represenatives have already started dragging me a long by telling me to call back in a few days and then giving me excuses then saying that their sorry for the wait, but nothing gets done and this just repeats and repeats...

09/01/09 - I called today about my laptop, they put me on hold for 10 minutes to check the status of my repair. The CSR (Benjamin) said the same things as what the other CSR said. How they are still waiting for the repair facility to just respond and give them some info. on the progress of the repair. He then says my case is now under higher management (heard this before) and that I should call back tomorrow. He later mentions that this might be due to lack of parts which is probably some information that they got the first week of my RMA that is on their computers. I'm still waiting for Robert Diaz to reply.

09/02/09 - I called today as instructed by the CSR yesterday. This time another CSR picked up the phone (Jazell or something). After waiting for 2 minutes for her to check the notes, she said that yesterday the CSR forwarded the request for information on the repair status and that they still did not receive anything back from the repair facility. Then she tells me to give them some more time and call back in 2 days. To me, it seems like they didn't get any information from the repair facility since week one of my RMA which is weird since the customer service represenatives countiniously request information from them. I have to laugh at how Asus is being run. I guess I'll just have to call back in 2 days. Still waiting for Robert Diaz to respond to my e-mail. I'll send him another later today.

09/02/09 - I finally got a response from Robert Diaz heres what he said:

Dear Mr. Chung,

Firstly, in behalf of ASUS I do apologize for the delay of the repair of
your notebook.

I was able to check status with the repair department and they informed
that the delay is caused because of out of stock of a video card which
needs to be replaced in your notebook.
The repair department will provide me an update tomorrow and I will
follow up with you as soon as they provide the details.

Let me know if there are any questions or problems.

Best regards,

Robert Diaz

09/04/09 - I called Asus today and was told by the CSR (Millar) that my laptop have been sent back to me and I should receive it by Tuesday (by fedex tracking). I hope everything has been fixed and I will look very closely at the repair workmanship. I'll keep you guys informed.

09/08/09 - I got my laptop back today and upon inspection everything seemed fine, but then I noticed there are other problems that seem to be new that I never had on my laptop. First thing that I noticed, is that they did not fix the loose hinge on the laptop that connects the LCD to the main laptop. The right side of the laptop makes a squeaking sound when presses with minimal effort. The second thing I noticed is that the small LCD screen with the quick boot and other touch buttons has a crack on it next to the power up button. I'm not sure where this came from, but I definitely did not have that when I mailed in the laptop for my repair (I always took really good care of my laptop, my sister thought it was new when I opened it from the box just now.) The last problem that I noticed is one of the usb ports is loose. The one closest to the fan on the left side of the laptop. The center part is loose and not as sturdy as the others, this might be due to when they were replacing the fans. So.. now I'll have to wait again for another RMA... My flight leaves tonight, so I won't have my laptop with me after all... But I was thankful that Robert Diaz was at least able to get the laptop back to me before my flight, too bad it still had problems. The thing is, I'm afraid that the next time I have time to actually RMA this laptop would be next summer, and by that time my warranty would almost be over, so I won't risk it. I have e-mailed Robert Diaz once again, I'll inform you guys on the status...

09/14/09 - Alright guys just an update on my situation. I mailed my laptop back in for a second RMA and they received it on the 09/09/09. It has been 5 days and they didn't even put it up on the RMA status website. When I tried to search for my RMA it says its not in the system. I tried e-mailing Robert Diaz and didn't get a response yet. I just emailed him again and hope I'll get a response soon, if not then I'll have to make a phone call to their CSR tomorrow (lucky I have my magic jack so its free).

09/18/09 - The laptop was shipped back to my house. I had my sister check how the laptop was. She said the usb port still seemed a little loose, but shes not sure. (not into computers). I'm having her ship the laptop to me so that I can inspect it and hopefully use it. I hope everything is fine this time... After a months and 2 weeks of RMA, its getting on my nerves.

 

Welcome to the forum!

To clarify for you and everyone else -- no one as Asus (corporate, Asus NA Fremont, or any other units) has ever been around here in the forums and/or read anything here over the past 4 years I've been around or registered. They just don't, and there have never been any reports from members that suggest anyone from Asus ever saw a post or issue that was discussed here in the forum. Sorry if you're under the impression that they come around to look through .

There are a few resellers who frequent the forum, but that's a different issue; and they're generally pretty helpful.

 

They might not reply or probably don't even have an account here, but they will still read things about them. I have read a lot of posts from various websites and many times Asus would end up contacting them out of the blue after people said things about them. For instance on some blog or website someone posted up an email scan between Asus employees which was accidentally placed in the box with the laptop that was being sent back to the customer. The email scan showed a Asus employee talking to a Technician and stating that, "they needed to test the board because the customer was a "PAIN!" After that comment, he recieved a call by Asus corporate to apologize for that employee's comment.

Heres the website http://www.tomshardware.com/forum/248582-30-deal-terrible-department-asus-motherboard

 

Well, heres my story of my G1s, i live in NZ.

My G1s died sometime during March or so this year, so i rang up asus nz (to which i found out we dont have a asus nz headquarters here) and was told that it'll take 2 weeks for my parts to arrive and theyl'll give me a call (like they would -.-; ).
So i send in my laptop and wait for 2 weeks, still no reply from them so i rang up, and the person who picks up says theres a shortage of this part so its going to take another 2 weeks for it to get repaired. I needed to use my laptop for my university studies and if i knew they were going to take so long, i would have pushed for a replacement earlier.

After waiting 4 weeks (when i was promised it'd take no longer than 2) i got my G1s back which had been "upgraded" to the G1sn, and i didnt really care much about the card being 9500m gs instead of the 8600m gt as the 9500m performed better than the 8600m and cooler.

Anyway, just 2 months ago, the speakers have died in the new G1sn, and it starts getting random bsods again.
I've tried everything with the speakers, drivers reinstall, os reinstall, (i use windows and ubuntu and the speakers do not work in either one, so im assuming its a hardware fault).

I rang up asus nz again, asking for a replacement as this laptops giving me more trouble than its worth, and the guy replies back says theyre only an authorised repairer for asus and if i want a replacement, i should talk to asus directly (which is ironic because when i send emails to asus, they get routed to asus nz anyway so theyre going to say the same thing).
I've asked excaliberpc, where i bought it from, to see if they can talk with asus usa about this case, but i dunno if anything good will come out out of it.

Also, i wish we had the same treatment as people in the US, both of the times when i needed to get my laptop fixed, they expected me to package the product myself and ship it to them at my own expense, i thought asus had the 2 way delivery service everywhere.

Anyway, thats the only problems i've had so far, all the asus components i've used to build pcs have been rock solid, but the "gaming" laptop, especially the G1s, how on earth did they manage to sell it as a "gaming" laptop.

Finally, anyone in NZ that got their faulty G1s successfully exchanged for different model?

 

Ya, the only thing I would say is good about Asus USA is that sending them the laptop is free (they pay for it both ways). They should be more specific with their replacement policy, I mean set up a rule or something. If something is beyond repair, stop wasting time by sending it back and fourth. Like if repair takes longer than 2 months then just replace the laptop already or if it has been RMA more than 3 times for legit reasons. Maybe this is a plot by Asus to drag out the warranty that way they don't need to be responsible after a while?

They treat their potential customers all good, then when you buy their laptop they start to not care anymore. Parts for laptops that they stop production is soo limited. I mean if you give customers 2 year warranty, then I expect them to stock those parts for 2 years.

 

My G51 showed up yesterday, and I immediately ran into problems. Asus gave me and RMA after a few minutes on the phone, just waiting for them the send a shipping label. Since it is a DOA notebook, they said it will be replaced, not repaired, so it should be fast. I'll post more as it goes through the RMA process, but so far, so good.

 

Had an Asus G1. Michigan. Sent it in two times. First due to a broken GPU. Second time to fix the touchpad/buttons and surrounding bezel. Turnaround time has never been more than 6 days. Sent one in on a Friday once, and got it back the following Tuesday. Always polite on the phone.

 

Alrighty. I'm actually in the middle of an RMA for my out-of warranty G1s. Bought it in May 2007 from MilestonePC (Now out of business... which is a frustrating story in its own right). I'm in Eastern Canada, by the way.

I was playing along in Left4Dead last week, when the screen went all artifact-y, and the laptop crashed. I had been noticing some overheating over the summer, but thought nothing of it. I knew that my notebook was going to die sometime or another, thanks to its defective 8600m GT. Anyway, I filled out the online tech support form, and they sent me a link to get a service number. I filled that out, and today I called ASUS to get an RMA number. The woman was very polite and professional (I wasn't on hold at all), and walked me through some troubleshooting steps, to no avail.

So, I'm going to send it back to ASUS (in Ontario) tomorrow, and try to keep you guys informed on what's happening. I figure if it's $450 or more CAD, then I'll scrap the repair and just buy a new ~$1000 desktop. I've got an Eee to tide me over until then, thankfully.

 

Good every time, laptop is back to me usually within a week unless there is a special circumstance - eg part needs to be shipped form overseas.

 

Before I continue, I will point out the fact that like their own forums, ASUS representatives (both corporate, technical, and customer support) do not exactly frequent the community bulletin board. No one should expect any official response from them, but of course, I'm sure I speak for everyone when we say we wouldn't mind one.

With that said, I'm going to go Neutral on this one. They got the job done, they did it right, but their performance was terrible.

It took them nearly a business week post confirmation from FedEx to actually acknowledge that they received the unit both over the phone and over the ASUS website.

The problem ASUS has is zero communication, both amongst themselves, and to customers, and it leaves their CSR's (Who are actually helpful to the best of their ability) clueless to help customers.

ASUS' other problem is customer consideration. I do not appreciate being placed on hold in excess of 30 minutes.

One thing I will mention is that I don't appreciate the 3-prong connector being broken at the plug's end in that the grounding prong was completely broken off, and the power connectors have been bent slightly. I now keep it permanently connected to a grounded extension cord in order to prevent problems. It wouldn't have been so bad if the tech had owned up to it and replaced the cord for what would be a total cost of what, $1.00? What made it worse was ASUS' failure to acknowledge it after I made mention of it in a new notice after the fact.

They don't send a shipping label. It is emailed to you and you bring it into the FedEx store where they label it and ship it off at no cost to you. If you haven't gotten that email within 30 minutes of your phone call, call back.

 

I did mean by email...which I have not gotten yet, so I will follow up.

Thanks.

 

Shipping label should only take a few hours at most to arrive. I have heard people getting replacement units that were refurbished, so just check the unit that you receive. I hope everything goes well for you.

09/01/09 - I called today about my laptop, they put me on hold for 10 minutes to check the status of my repair. The CSR (Benjamin) said the same things as what the other CSR said. How they are still waiting for the repair facility to just respond and give them some info. on the progress of the repair. He then says my case is now under higher management (heard this before) and that I should call back tomorrow. He later mentions that this might be due to lack of parts which is probably some information that they got the first week of my RMA that is on their computers. I'm still waiting for Robert Diaz to reply.

 

I called again, had the label a few minutes after the second call. It will get shipped tomorrow.

 

Asus has been good with me so far in my current RMA. My N50's GPU fried. I sent Asus an email with only "massive graphical artifacts in windows vista" in the message box. The next day, I check my email, and find that they had already authorized the RMA, and given me a next day mailing label that they paid for!

I talk with the Asus rep for a few days, and I explain that I don't have a spare hard drive to copy my data to while the laptop is there, so I wanted to keep the hard drive in it. They agreed to it, and I mailed it out a few days later.

Next day, it's there, and they replace the entire motherboard (GPU soldered to motherboard). The next day, they've already shipped it back! They send it back with 2 day mail, but that's ok.

I open it up when I get it. Motherboard was definitely replaced. My old motherboard had a purple CPU socket, and this new one is white. I booted up windows, half expecting it to still be fried based on the bad accounts people have given. No artifacts... for 20 minutes. After the 20 minutes, they start coming back slowly. at the end of the day, it was even worse than before.

I emailed Asus again, asking them what's going on. They told me to ship it back again, and authorized another RMA. I still have to ship it out.


But so far, they DID fix the problem (by replacing a 500 dollar part). Too bad it just popped up again.

I give Asus a 9/10. The 1 point taken off for not doing extended stress testing to make sure that it's actually fixed.

 

There are a lot of posts of people who have RMA the same problem multiple times and they would have kept giving RMA until the customer started to complain, thats when they have no choice but to replace the system, but that could have ended up with months of RMA.

 

Damn all these good news in north america and so, i wish we had the same service here in nz. I'm still thinking if i should send the laptop in or drive down there myself, since it may be cheaper than sending it. And even if i do send it in, i dunno what the chances are of getting it replaced in a timely manner lol -.-;

 

If its close enough for you to drive down there they might be able to fix it within a few hours so you can just wait for it (I heard people driving to the Asus repair facility in Canada cause it was close to them). Also, that makes it so that its harder for them to just "put you aside"

 

Well, I've sent my laptop to the ASUS repair facility in Ontario via UPS. Now I play the waiting game.

 

Mine went out this morning. They paid for overnight, and it should only take a few minutes to realize it won't power on.

 

I hope everything goes well for you, I just hope they have parts available.

09/02/09 - I called today as instructed by the CSR yesterday. This time another CSR picked up the phone (Jazell or something). After waiting for 2 minutes for her to check the notes, she said that yesterday the CSR forwarded the request for information on the repair status and that they still did not receive anything back from the repair facility. Then she tells me to give them some more time and call back in 2 days. To me, it seems like they didn't get any information from the repair facility since week one of my RMA which is weird since the customer service represenatives countiniously request information from them. I have to laugh at how Asus is being run. I guess I'll just have to call back in 2 days. Still waiting for Robert Diaz to respond to my e-mail. I'll send him another later today.

 

I finally got a response from Robert Diaz heres what he said:

Dear Mr. Chung,

Firstly, in behalf of ASUS I do apologize for the delay of the repair of
your notebook.

I was able to check status with the repair department and they informed
that the delay is caused because of out of stock of a video card which
needs to be replaced in your notebook.
The repair department will provide me an update tomorrow and I will
follow up with you as soon as they provide the details.

Let me know if there are any questions or problems.

Best regards,

Robert Diaz

I wonder will he get back to me tomorrow...

 

09/04/09 - I called Asus today and was told by the CSR (Millar) that my laptop have been sent back to me and I should receive it by Tuesday (by fedex tracking). I hope everything has been fixed and I will look very closely at the repair workmanship. I'll keep you guys informed.

 

You might want to check the information in my thread here and the links therein: http://forum.notebookreview.com/showthread.php?p=3757650#post3757650
It is rather outdated but may still be useful to some extent.

Since I wrote that, ASUS service quality seems to have gone down quite a bit in North America as well. Not in the UK though, where it was already at the bottom and had nowhere lower to sink

BTW: I voted neutral. I had quite lengthy repairs here in Holland but in the end they came through and fixed what was possible to fix (which sadly didn't include the V6J battery-eating bug...). They added bonuses for the trouble, as well.

 

OK, now they are pissing me off. They have my laptop, and the status is "Waitswap" but no one can give me an estimate of how long this will be. They can't tell me if they have any units to replace mine with (if they are replacing it...support says it is being repaired, but initially RMA center said all DOA units are replaced). They first said call back in two days. Two days later, they say to call back in three. If I call back then, I expect to be told to call back in four. The support people say it will take them three days to get a response from the service center. If only they had computers, they could track this info and update each other and their customers...

 

Ya thats what happened to me, they would keep telling u to call back in a few days and nothing ever gets done... They would rather try to fix the laptop and even though there is still problems with it have you keep doing RMAs until finally they have no choice but to replace the entire laptop, but this is probably after months of being in repair. I don't think they will honor their word of replacement for a DOA, probably try to "fix" the laptop or get you a refurbished one.

09/08/09 - I got my laptop back today and upon inspection everything seemed fine, but then I noticed there are other problems that seem to be new that I never had on my laptop. First thing that I noticed, is that they did not fix the loose hinge on the laptop that connects the LCD to the main laptop. The right side of the laptop makes a squeaking sound when pressed with minimal effort. The second thing I noticed is that the small LCD screen with the quick boot and other touch buttons has a crack on it next to the power up button. I'm not sure where this came from, but I definitely did not have that when I mailed in the laptop for my repair (I always took really good care of my laptop, my sister thought it was new when I opened it from the box just now.) The last problem that I noticed is one of the usb ports is loose. The one closest to the fan on the left side of the laptop. The center part is loose and not as sturdy as the others, this might be due to when they were replacing the fans. So.. now I'll have to wait again for another RMA... My flight leaves tonight, so I won't have my laptop with me after all... But I was thankful that Robert Diaz was at least able to get the laptop back to me before my flight, too bad it still had problems. The thing is, I'm afraid that the next time I have time to actually RMA this laptop would be next summer, and by that time my warranty would almost be over, so I won't risk it. I have e-mailed Robert Diaz once again, I'll inform you guys on the status...

 

lol as expected, i drove down to the authorised repair centre here and they dont do jack, just take the laptop and says they need to check it out.

I specifically said i dont want to have to deal with this particular laptop model and the lady first goes theres a worldwide shortage of these models but she doesnt know if i can get a replacement for it.

Hmm this is the only time i hope that nz gets shafted with their products and get the motherboards last, so they'll all be gone and they have no choice to replace it lol -.-;

 

Ya, Asus always have problems like this where a customer is unsatisfied with the crap that Asus have given them and all they do is say stuff like, wait we will try to fix the crap we gave you with more crap, which turns into a BIGGER crap! HAHA I hope you like my metaphor. Anyways, its too bad that you drove down to the repair center and they weren't able to do anything for you. People in Canada got better service.

 

I finally found someone who could look up the information on my system. They will ship it out next week...the laptops are in short supply at the moment, but the have approval for a replacement and a ship date. Should have it for next weekend.

 

ya, the G51 seems to be sold out everywhere...

 

Alright, its been a week now since my laptops been in rma.

I rang up asus nz and the lady there told me its going to take 4 weeks again due to a "worldwide shortage".

I told the lady that i need the laptop asap and that i'd rather get a replacement than wait for a new mobo, so she said she'd email asus telling them i want a replacement and tells me she'll give me a call back once asus emails her back.

Now time to wait... (but i bet they wont ring back -.-; )

 

From what I heard, they probably won't. Many of the CSR would say that they have informed their supervisor and that their supervisor would call back etc.. and they never do.

09/14/09 - Alright guys just an update on my situation. I mailed my laptop back in for a second RMA and they received it on the 09/09/09. It has been 5 days and they didn't even put it up on the RMA status website. When I tried to search for my RMA it says its not in the system. I tried e-mailing Robert Diaz and didn't get a response yet. I just emailed him again and hope I'll get a response soon, if not then I'll have to make a phone call to their CSR tomorrow (lucky I have my magic jack so its free).

 

Lol....... im suprised actually, the lady rang me up today (i can't believe they did lol) and said they got a reply from asus saying i need to fill in a RMA form.
Has anyone else had to do that to get their G1s exchanged?
Anyway she emailed me the sheet and asked me to send it back to her and see what asus offers me if they offer me.

 

Things turned better. Asus got back to me. I am now typing this on my functioning G51. The last rep I got a hold of really went the extra mile and sped up getting my laptop shipped.

 

Nice, thats good to hear that Asus pulled through for you.

09/18/09 - The laptop was shipped back to my house. I had my sister check how the laptop was. She said the usb port still seemed a little loose, but shes not sure. (not into computers). I'm having her ship the laptop to me so that I can inspect it and hopefully use it. I hope everything is fine this time... After a months and 2 weeks of RMA, its getting on my nerves.

 

Frome an earlier post of mine in another tread.[

 

Alright it's been 2 weeks since my RMA and 1 week since i've filled in a laptop replacement form and still no reply from Asus it seems.

Every time I ring up TechCentral (seems like they're the only Asus authorised repairer in NZ) they tell me they haven't got any reply back from Asus and that they can't do anything about it so I should just ring back the next day (as if they can't be bothered to take this case any longer and try to get someone else to deal with my situation -.-; ).

Anyway I told the lady who I spoke with today to send an email to Asus to tell them to speed things up but I wonder if she'll really send them one.

Btw to all the guys who got their G1s replaced for a new model, can you tell me if you had to do anything extra to get it replaced?
As in, did you just hand in your laptop and wait for them to reply to you to get it replaced to a new model or you had to actively tell them you dont want a G1s anymore and had to fill in a laptop replacement form (like me).

 

Oh my ***, I rang up TechCentral today and they tell me that Asus declined my replacement form. When I asked why the lady told me its because when I first got it RMA'd it was due to a blank screen (faulty gfx card) but this time its because of another fault (which is also random blank screens but the gfx card hasnt completely not died yet), and that to qualify for a laptop replacement, I need to have the SAME FAULT more than THREE TIMES.

Right now i'm in the same position as sakket with the customer rep telling me that there are no parts available so I have to wait until the parts arrive which she tells me no one knows.

So i've told her that even though that Asus has declined my replacement offer it is unacceptable that I have to be put on hold indefinately and asked her to email asus again to reconsider their decision.

I should have done this from day 1 of sending my laptop in, I guess I have to ring them up every day now...

 

RMA #1: Late June. G1S graphics card died out on me. MB replaced.

RMA#2: Early July. Out of the box, fans won't go on; system overheating. MB replaced.

RMA #3: Mid September. Out of the box, laptop won't sleep properly (gets stuck powering down, requires hard reset). Even a clean reinstall doesn't clear the problem up. MB replaced.

RMA #4: Early October. Out of the box, laptop won't boot. Also, shipped in a large Fedex box without any padding (laptop was flopping around inside box!). Repairs pending.

I've been 3 months without my laptop, and the warranty is about to expire (end of October). I'm wondering if they're not just stringing me along until it does...

 

be careful about that. My warranty just expired and I managed to get a 90 day repair fault thing so they're fixing my G1S. However, the problem has occured twice already (black screen, boot up sound only on startup) and they said if it happens again they won't do anything about it because my warranty is up. I was like wow, so its your problem and its probably going to happen again and yet they still won't back it up (twice in less than 3 months). talked with their asst. supervisor and told them I'm not going to recommend or buy asus again. Then she said do you still want the RMA. I was like yes i do, i need a working laptop while I look for a new one.

I was thinking of getting another Asus in the future but now I probably won't. I mean I paid $2000 for it and its only lasted me 2 years. That's 1000 a year! My old sony laptops are lasting longer than this and with 0 problems.

Looking at dells now (studio 16?). Any other recommendations?

 

hey i have a stupid question
for north america. i had a overheating issue with my g50 lately . more than 100 degrees on the gpu... called them and got a rma number. and fedex is comming to pick it up tomorow. but theres a thing i dont understand. does fed ex will provide me with a box to put the laptop in ? or am i supposed to pack the laptop myself ?

 

I also am sending my G51 off today everyone has been really nice on the line questions i have get answered. However I have noticed that my laptop cant be bought anywhere, well my particular model (check sig). Should i call over and over to make sure my parts will be replaced. My sound card for sure is fried but my laptop doesnt even cross past the bios screen just sticks at the republic of gamers logo. I pretty sure this is due to cpu being fried also not positive. I have 2 year global and 1 year accidental damage. Will this cover just bought this laptop in August. And you have to provide box my friend for fedex.

 

Just FYI I sent Asus Customer Care a PM ( in regards to being blown off on a defective G50V cooling system) on this board 9/28 and have not recieved any follow-up. I am being ignored.

If an ASUS representative is going to present them-self on this board then I expect his/her to keep in contact.

Highly dissapointing.

 

If they swap the motherboard, it should not be a problem. The only difference between yours and the -A1 version is the CPU and single HDD, so a mobo replacement would be simple.

 

I kinda figured that but wasn't positive the A1 used the same mother board because of it being Q9000. That makes me feel better about it slightly. I am still skeptical of the RMA process since it seems that ASUS never updates their RMA database. However does anyone know ho to get in contact with Robert Diaz via e-mail if I so do encounter an issue?

 

lol.. ive been contacted from TechCentral that after waiting for 4 weeks, they've found a G1s mobo and replacing it. oh lawds the waranty ends on oct 22nd this year and i think im going to get another dead g1s on my hands...

 

^^
Sorry to hear that Bro. I wonder why Asus is random with who they choose to do a good customer service job and who they dont. So far mine has been way better than any other company I have had to deal with (dell, toshiba, HP, and just about any other laptop you can think of). I do minor repairs so when something big comes up I let the company handle it. Here is what i been through.

10/05/09: Called Asus, whey walked me through hardware reset that did not fix issue, so they said i would receive RMA number, which I recieved about midnight.

10/06/09: Sent my package via FEDEX, expedited shipping paid for by ASUS.

10/09/09 @ 8:30: They recieved package and updated their RMA page to repairing. So far so good.
" " @11: Final Testing is what the RMA status page tells me, Hopefully it will be shipped... But thats wishful thinking

 

they dont choose in random. they have few good reps and mostly new ones. their rma service has been declining over the years. at this point i give their warranty a thumbs up and service a huge thumbs down. some of their reps now thell callers to call their dealers for service. Horrible service is how i rate them and i am a dealer.

 

usa service center is still the best by far out of their "global service centers" but they suck big time. I cant even believe i am saying this. I used to swear by them. Too big to fast i guess is the reason. i dont know.

 

hmm, weird. they said that they can't find a motherboard for me so they're giving me a replacement laptop, g50vt x-5 about the same specs as G1S but its got 9800GS instead but a bit of a slower gpu

 

Pack it yourself. Put it in your box that the laptop came in. But I am guessing you threw it away. If thats the case see if you can get a box from best buy, wal-mart or something.