Tell us your Asus RMA Experience

Thats why im damn pissed, they didn't know when they were getting in new G1s mobos so i asked for a replacement to which Asus declined (i've a feeling it was TechCentrals fault for not following up my process) so i was put on hold indefinately until a mobo comes and after 5 weeks a mobo comes and on 22nd my warranty runs out lol -.-;; Maybe it's time for me to thermal cycle this laptop 24/7 using crysis before time does run out

 

Well my laptop is back, get this they replaced mobo and VGA card. Ok great.... except they bent my heatsink for GPU and now it is hitting 101 C. I'm pissed but i cant send it back now because i have papers to write for college. I just undervolted GPU by flashing and i still hittin 96 C when gaming. I ticked at Asus now i may sell this p.o.s. and get the G51J but i may not trust Asus so i may just go buy an ALienware or something to ease my anger with Asus. Customer service is great repair place is a bunch of idiots. Who bends the heatsink to replace graphic card. Just remove the heatsink, what a bunch of idiots.

 

hey
about my experience people tend to make the effort to post here mostly when there unsatisfied. so for a change a good review !
this is asus canada btw.
so i called asus tuesday the 6th because my computer as running temperatures like 130 degrees gaming for gpu. and even sometimes 99 degrees for cpu just watching a dvd. so they sended fed ex to get the computer the next day. they received it thursday and i could track de the repairs. they where done on friday morning. and they sended back the computer friday afternoon. i receivedd it this morning. since monday was a bank holiday and wasnt home yesterday. so less than a week
all repairs are done gpu changed , cooling changed. and i even got an upgrade. as i told in my rma that my hdd made sometimes a lot of noise , they changed both hdd for 250 gigs instead of the 200 gigs ! 72000rpm like old ones. so pretty happy about asus customer service. nothing to complain about !

 

Wow...that is horrible. I would send it back ASAP and demand that they fix it, as a busted heatsink will just lead to even bigger problems in the future (and if you wait too long they will try to blame it on you!)

 

I apologize if you felt that way, in any case please check you email as well as your pm inbox.

 

Yeah I ended up calling and its on its way to ASUS HQ in Cali. I expect a better repair this time. MY business is most likely done with Asus, I may try Sager my next go around if the problem is not resolved this time. Also if it is not fixed I may see about getting a refund, ( most likely not going to happen i'm sure.) Also all us current G51 owners are getting screwed, G51J has been released and can be pre-purchased on the 18th. I know they are a company and trying to basically catch up with Alienware and Sager and MSI with the i7 processors. Oh well hopefully when i get the thing back it will be working like it should instead of like some cheap p.o.s.

 

Nah. We all knew that i7s would be out this year. Asus, Alienware, Sager, and every other company that sells gaming notebooks kept selling Core 2 systems. Every time you buy a notebook, you get it just before some cool new thing becomes available, and if you wait, you end up waiting for the thing after that and then the next thing, and you never buy a laptop. When I bought my G51vx, it was the best laptop in my budget and I have no regrets.

 

Lol its been over 5 weeks now and i still dont have my laptop, latest email says:

Hi

They've done the recovery already and noticed that we don't have the
driver disc, need to download that from the website. The tech suggested
won't be ready to ship until next week.

Regards,

Gloria Pang

 

Yeah so true did same thing with last laptop I bought. I may sale this on ebay or something, and go get the Sager model, nobody having temp problems there even with the new i7 with nvidia 280m GTX. Max temp on crysis benching was 73 C on the GPU. Thats just my opinion though. Back on topic, My RMA number was given to me 2 days ago when i type it in Repair satus inquiry I get:


System can't find records of your inquiry.


We recommend you contact your reseller or nearest ASUS Service Center.


Note: Due to internal process, the repair status of your delivered machine would be available on the next day of your delivery.

Ok last RMA i got was up next morning... Saying that i had requested RMA but they had not recieved anything yet. This time i get that ^^. Ok I dont get that at all.

 

Heres my story so far ........

Contacted ASUS concerning a fault on my G1S 1st june 2009 issued provisional RMA number.

Was assured on telephone that laptop would still be under the two year warrany quiried this more than once during the conversation, was assured had i came into possesion of the device 7th June 2007 that indeed would be the start day for the warranty. Was informed laptop would be picked up within 48hrs of my RMA number being accepted by ASUS after sending the online request form (which i completed within 5 mins of the end of the conversation with the ASUS representative)

Laptop picked up 4th June 2009

Email recieved from Let Me Repair UK 8th June 2009 informing me that ASUS deemed my unit out of warranty.

Called Rita at Let Me Repair who instructed me to provide proof the RMA was issued inside 2 years of purchase, by sending her any paperwork i had from original shipment of product.

09/09/09 sent email with scanned proof of purchase dated 06/06/07 to Rita Chai at LetMeRepair who emailed back to confirm she is forwarding this to ASUS on my behalf of proof device is still under warranty.

Work was then carried out and unit shipped back to me at the end of June after the first set of repairs with damage and the lcd wasn’t operating properly and rendering the unit unusable, the laptop was sent away to repair a fan initially, the mainboard was replaced by LetMeRepair UK and it returns with damage and a non functioning lcd screen, when I called ASUS about this the issued another RMA - and was told my laptop would be sent to DIFFERENT repair centre which I was very relieved to hear. I called for an update to find it had indeed been sent back to LetMeRepair. In the subsequent weeks i contacted and was told by a Ms Rita Chai at let me repair that my unit was still waiting on new parts and she had no schedule from ASUS on when they would be recieved. I called ASUS about a week later to be informed they were expected within 2 weeks (this was end of July), only to be sent a screenshot after waiting and waiting on 31st of Aug by Rita that showed the new mainboard my unit was waiting on was still pending and had no eta for arrival.

I was susequently offered a replacement unit or partial refund and told my unit could not be repaired, as the refund was only going to be 50-60% of the purchase price i opted for the replacement (have since found out that under the UK sale of goods act I was infact entitled under UK law to a full refund!).

Was told i would be contacted regarding the replacement, waited again and was offered an N50VN 28th Sept which i accepted and was given a 7-10 working day timescale for recieving it, this timescale passed and I again contacted ASUS to be told my replacement was waiting on parts! What I dont understand is why I was offered a replacement that is not even working and given a 7-10 day timescale for recieving it? This is unnaceptable that ASUS solution to being unable to fix my laptop to try and repair another faulty one and once again wait for parts, have been without my unit since June. Am looking into taking this issue to small claims court if this is not resolved and am confident that under the UK sale of goods act I would be entitled to a full refund as my original unit was 'not fit for purpose' and seems neither is the replacement offered.

I am an IT student studying for my undergraduate degree at home, with only sporadic availibility of computer time to complete my assignments (borrowing friends etc) this ongoing struggle is causing a significant problem.

I would very much like this resolved and not have to take legal action, but am afriad if this goes on any longer I shal have no choice.

 

In France, same problem with my G1S bought in june 2007.
Warm problem.
First pickup in mai 2009, 3 weeks to be repaired. Motherboard replaced.
Second pickup in june... same problem.
In August, Asus told me that my G1S couldn't be repaired and that they offered a remplacement.
1 month later, in september, the remplacement purpose: a G51VX... I accepted but 1 weeks later they told me that this model wasnt avaible.
So now Asus offer me the refund at 100% of the purchase price and directly on my banking account.

 

TY everyone who has helped and given me advice.....After calling the office in NL today, within hours a replacement was being shipped from them complete with fedex tracking number is due for delivery next wednesday....

 

WOW! a 100% refund for a 2 year old laptop. Amazing!! O_O

 

damn france is a good place to live lol

 

My G1S died(GPU) at the beginning of July, luckily two weeks before my warrany expired. I RMA'd it(Germany), they would need about 5-15 workdays to fix it. I was not surprised when they told me later, that they are waiting for parts vom taiwan. They said, they have a "30-days-policy", meaning they try to repair it within one month or offer me replacement if they did not succeed within those 30 days. I called them a few times to get some sort of status update but did not really receive helpful information. After 30-days they said parts arrived and online-status changend from waiting to repairing. Again, when nothing happend for a week a gave them another call and they said i would receive an "offer" within the next days.
Following the experiences here at the forums I expected an replacement notebook and was surprised when they offered me a full cashback. I accepted this, process time should be another month. I did not hear anything from Asus for the next month and gave them another call afterwards. They had a coupon code for me, seemed they forgot to mail it to me.
Cashbacks are transacted through the retailer,so I mailed the coupon code to him and finally received my money today.
Though I'm not content that the whole thing needed more then 3 month and support on the phone wasn't very well I'm pleased that they gave me back the full price for a notebook I bought 2 years ago.

 

Bought a G51vx-X1A from newegg in September and liked the laptop a lot. Recently I found a few dead pixels on the screen so I call Asus up and asked if I could get an RMA for a screen change out. They said yes. Everything was sent by email and shipped out fast. The RMA was completed in a day and sent back fast which I was pleased about. So after waiting a week, I get my laptop back today. Turned it on and first noticed that my was my resolution was off. I sent the laptop with a 1920X1080 screen and I find out it comes back with a 1366x768 screen. I'm glad with the fast service, but I expect it to come back with the same resolution I sent it in with. Called customer support and was told that the 1080p resolution was the cause of my dead pixels which I find it hard to believe that at all. Then they kept telling me that I should do a complete restore to see if that would fix it which I kept telling them would not work. Not sure if I even want to send it back just to get the wrong screen put in again. Downside is though I gotta buy a new monitor now for 1080p..... Soooo if you buy a laptop for 1080p resolution and there are dead pixels on it this probably could happen to you. So rating my experience as bad since I did pay for a 1080p laptop not the best buy version which for some reason I do not know why they sent mines back in a G50 box with no packing support (Just the gaming box with tape around it). Although I sent mines with the G51 box and in fully secure box with packing support.

 

My G1S video card died 2 months out of warranty. RMAed (USA) it and called a week and a half into the RMA to check on status. Got an email the next day apologizing for the delay in service and inconvenience with an offer of a G50VT-X5 as replacement. Said yes and got the replacement in a week - no fuss, no hassle, no charge!

 

Alright ive finally got my G1s back (damn they use the most shoddiest box packaging ever to send it back lol -.-; ) and on first inspection they only sent my model back with 1 gig of ram from 3 gigs of ram when i sent it in. Anyway indeed it is the same G1s with the gddr3 8600m gt. Just turning this beast on and the fan turns on like crazy. I've a feeling its going to die again soon -.-; just need to make sure it dies within 3 months so its still in the warranty period. I;ve never noticed this until recently how loud the fan for the G1s is -.-;

 

Well mine was sent in for mobo and gpu frying. Sen back GPU went to 120 C basically. Sent back in, now it is returning, I asked what was fixed on it from tech serv. They tell me the Bezel and LCD was replaced??!!!?? Seriously Asus, idiots cant even read piece of paper they ask for. I cleary stated an overheating issue, nothing about the bezel was said. Asus=Epic Failures.

 

Waited in for my replacement laptop to be delivered by FedEx Weds and Today, didnt arrive, as it turns out ASUS had given FedEx the wrong address, one thing after another arghhh

 

Yeah I getting refund if mine comes back screwed up still. Buying Sager NP8662, same specs better functioning, runs cooler, better in all aspects it seems for just a little more money.

 

n50vn arrived 23/10/09 at 3.45pm at 3.30am 24/10/09 less than 12 hrs from recieving unit blue screen and crashed then failing to charge and screen does not initiate on startup, very dissapointed after months and months of waiting already to be shipped a faulty replacement unit. Tried calling ASUS and guess what they dont work on Saturday.

 

will you be covered by the warranty? cause mine is already expired and they said that the replacement unit will NOT come with a warranty since my original is already expired. Its a refurb so the chances of failure are even higher.

 

i dont know, i thought it was 90 days or the remainder of your warranty, they cant surely just send a unit that fails within 12hrs? they have an email address if any problems within 48hrs please contact, they are not going to get away with this, if i have no luck on the phone on monday i shal be seeing a solicitor.

 

Got it back and I will deal cant overclock GPU like I used to, but oh well temps are back to normal.

 

Here is my Asus V1V. Bought it december/08, after a month the hdd failed, send it to RMA, got it back after va month.
A week ago sent it back again (the fan kept going at full speed), i had the main board replaced. They fixed it in 2 days. Today i have got it back.
Opened the box, surprise the left corner of the laptop (including the screen side) cracked/damaged. I do not think is transit damage because the box was not touched at all. It was very well packed.
I did RMA again, i am waiting now an answer from them....I will never buy other asus product.neverrrrrrrrrrr.

 

So...how good am i right now?

I sent my laptop on 10/19/10
It got there 10/21/10
They "received" it today (10/25/10)

Now the status page says "Rate of repair completion 0.0%" and "xxxxxxxxxxxxxxxx Repairing 2010/10/25". Does this mean I wont have the dreaded "waiting for parts" ?

Man and all your posts are seriously freaking me out. I don't want to get my laptop back and have to RMA it AGAIN.

 

Purchased my laptop on August 30th. Received it September 7th. After rebooting it for the second time I couldnt get into windows. I called my reseller and over the next few days he had me go through some troubleshooting and we couldn't fix it.

Turns out the motherboard was fried and was no longer seeing my hard drive. I sent it in and they received it on September 15. It updated in their system September 18. I waited for parts until October 18. I called them every 48 hours or so as instructed and the people are the phone were not helpful at all. I eventually got my reseller involved and he was able to call corporate and get me a replacement. It was sent out on October 18 and I received it October 20.

Unforunately, my old unit had upgraded parts, which they are unable to find. I was supposed to have a "supervisor" call me today to discuss the situation and guess what. It's 11:55pm and no call yet.

I purchased a U35jc-a1. This whole experience has been nothing but a hassle. I doubt that I will get my upgraded parts back, even though they made me fill out that form declaring which upgraded parts were already installed in my unit. I don't know what to do from here.

 

This is exactly how my RMA occured. I never saw waiting for parts, but they made me wait a full 14 business days before flagging the repair. They shipped it out the next day to me.

They repair these quickly, but then sit on them and don't update the site. I had to wait a little over a month.

 

Well it went from 0.0% to 100% and should be here monday by fedex....although i just called to see just what exactly it was that they fixed....and the CS guy hangs up on me.

Now we play the waiting game...

 

Recieved by asus on 9/23, on 10/19 they call to say that they cannot fix it and will email me the compensation options.

Today is 10/27, still no email, no laptop, CS by phone sucks and they have not answered my emails.

Slow is an understatement.

Great laptop, just pray that you never need an RMA.

 

Update: I called asus today and now they say "well we can fix it, but you still have to wait until the parts come in". , Asus, as much as I like your products I will NEVER buy from you again. The RMA process is just unacceptable.

Cliffs:
-1 month, no updates from asus of any kind.
-Finally 2 phone calls within 2 days stating I will receive email for compensation options.
-1 week later no email.
-Call Asus and they change the story and I will have to wait at least a few more weeks.

Dear Asus Reps,
Your RMA service is the worst in the business. Stop making great products with a steaming pile of .... for service. But, I guess you already knew that. Maybe Jerry Shen needs a trip to undercover boss, so he can wake the .... up.

 

i sent my f50sv in about the same time...I've been in a "waiting for parts" state since they received it. Wondering what parts... was a problem with weird graphics randomly..

 

For graphics issues, that can often involve a motherboard replacement rather than a GPU swap. I'd guess that they're waiting for a new board to ship from Taiwan.

 

Well, I did the X-RMA for my original NEW Seagate drive that had allocation errors. Nothing on Seagate as I got them on one of my 2 year old WD drives.

1st X-RMA drive; twice the number of allocation errors as the first. FAIL; send back..this is now $20 for Asus and my mail costs..

2nd X-RMA drive; great no errors...hmmm looks a bit scratched up..no wonder, this drive has 2,350 hours on it!! FAIL; send back..this is now $40 for Asus and my mail costs..we all know what these 5400-500G drives cost new.

As of right now I'm holding on to a 2nd Hitachi drive sent out on 3rd X-RMA.
This one only has 200 hours on it, BUT, theses older Hitachi's use TWICE the amount of power than the newer drives 700mA! So much for battery life in a stock UL30vt..FAIL. I was told by the Asus girl that I cannot expect a new drive from warranty work..FAIL.

I really like my UL30vt but I (now) do not look forward to dealing with Asus with any problems down the road. I have read a few ridiculous post on how owners called support and discussed problems before repair and had glowing reports of repaired laptops..fine, should this not be available for ANY customer?

Maybe ASUS should read these post! ..and maybe send us some cheese to go along with these posts?

..and re-open the polls?

 

I have been having driver issues with my laptop and after some research I figured out that laptop has a graphics ram problem that cannot be fixed I also know that the graphics card is integrated into the motherboard.

Its a N51VN-A1 and how long should I wait so that when I send it in, they tell me its out of parts and give me a new laptop?

I think they stopped manufacturing it over a year ago but I want to be sure that I will get a new laptop.

 

I was thinking of doing a drop off rather than shipping my G51jx for a dead pixel problem on my screen, because I read a post that said ASUS swapped out the 1080p screen for a 1366x768 screen, don't know if thats by accident or on purpose. It's also why i wrote EVERYTHING on my RMA sheet in terms of parts to make sure they don't anything up lol. That's terrible and hopefully my experience is ok with the Canada RMA location!

 

I'm in the UK.

RMA'd my 1215n because of a noisy hard drive
Waited for three weeks
Got a call saying they can't fix it and I will receive a refund.

Ok with me

I am quite pleased with their service actually - after the first 10 days I got a phonecall and an email explaining that the repair has been delayed. Then after 15 days the same, informing me about a refund.
Everything went smoothly, i'd probably rate their service 9/10

The only pain was the fact they took 3 weeks to find out the laptop is beyond repair,