There it Goes

My W2J has just left my front door and is on its way to Asus for repair!!!

My fingers are crossed that it will return home soon and in a better condition in which it left. I now have to shed a small tear as i am left all alone without my gaming machine and me and my girlfriend have to share her viao which just isnt as refined and as sexy!

 

Good luck. What was wrong?

 

well what's wrong with your W2J?

 

few problems, it had decided to stop burning DVD's, would burn cd's fine, PCMCIA port did not work, headphone jack was faulty, hard drive was ticking, one of the usb ports was intermittent, and the battery was goosed!

 

Sorry to tell you this but if I were you I would keep a very close watch on your W2 with the repair company. As your in Cardiff your W2 will be getting 'looked after' by the same repair company that dealt with my R1f tablet (im Irish), CRC Group UK. 6 weeks in for repair, having had to repeat myself 4 times as to the faults, they return the laptop with parts stolen by their employees, inadequately packaged and the laptop smashed up, no repairs had taken place. And they wanted Asus to pay for the damages. This didnt happen as the manager of Asus UK CS is incompetent and cant respond to emails from the repair company and then they ignored me hoping i'd go away. It has taken threats of legal action and a statement that I will contact other Asus divisions to discuss their behaviour to even get the ball rolling. Check the link for proof.

http://www.flickr.com/photos/9171799@N07/

Sorry if I seem like im scaremongering but I dont wanna see you go through the same disgraceful service I have had to endure. I hope all goes well.

 

christ, well ive been guaranteed that it will be returned to me within 7 days so fingers and toes are all crossed. Sorry to hear about yours. Will let u know how it goes!

 

The warranty terms only say they will return the NB inside 7 days if all parts needed for repair are available locally. If they need to order from Taiwan, you will wait at least 1.5 weeks.

 

Update of Laptop repair:
Well they have gone to crc like Jurisprudence said it would! They have so far replaced the mainboard, the dvd drive, and are waiting for a new lcd screen! I wonder what parts of my laptop will be original!!

They have told me that the screen will be delivered tomorrow (thursday) and i should recieve the laptop on monday!!

 

Quick update:
I should have recieved my laptop yesterday but no laptop appears so I call CRC that have my laptop and ask them where it is. The screen that was supposed to be delivered on Thurday and which i was told was in on it's way to them has now been put back to the 16th of October. Not impressed
Looks like Jurisprudence was right!!

Not looking good for my poor laptop!

 

Sorry to hear that that tphilly1984. Not surprised but still sorry. It never ceases to amaze me the excuses that CRC Group UK can come up with when you ask them where your property is and when you can have it back.

I was wondering. If the LCD was "on its way" did you ask them what happened. Did the panel decide by itself it didnt want to travel, maybe had a lovers tiff with the guy from DHL or was it hijacked by terrorists and they're holding it at gunpoint until their demands are met. Last time I checked LCD panels which have actually been sent dont become sentient and run away by themselves. Maybe its a 'special' panel. Lucky you for getting one.

It all sounds a bit mysterious. Tune in next week (or in 6) for the next exciting installment of CRC-Miami.

 

LOL good one..
yeah sorry for you guys though..that's why you guys should come to Canada we have great Asus CSRs

 

Yeah, our Service Center rocks. Sent out my W3J twice over the past year (LCD, HDD). Didn't take more than 3 days

 

next time it goes wrong it would probably be better to get a flight over to canada and get it done while having a holiday!

 

LOL good idea..but make sure your warranty is international

 

the warranty i have with asus is a 2 year global cover

 

then your free to travel (and repair)

 

God that suxs, I have to send my girlfriends F3J in soon, hedphone jack is gone and DVD is playing up, I went into an Asus reseller in London and he said he can send it in for repair.....but maybe it all ends up at the same place?? oh well if its broken you will just have to demand a new one!! ha ha.

Who did you contact for repair, reseller?

Please let us know how you get on!

 

it's not worth it sending it in to get fixed, broken up, and replaced..waste of time..and rmb if you do, backup and format your harddrive..cuase you never know who's on the other side
so find a trust worthy dealer before you do

 

I actually contacted Asus for the repair of my laptop.
I infact backed up and deleted all personal information on my laptop before i sent it.
NZWaverider
If you're in London it will go back to CRC for repair and that will be a bad thing. wait until u get back to nz.

 

lol smart..wonder if Jurisprudence did that

 

thanks for the advice but im not planning on going home any time soon, I have a 5 year work visa and the work and travel is good here.

But can you tell me, did they eventually fix everyting? I mean surely they couldn't leave you with a busted laptop? I would fix it myself but a new headphone jack means a new mobo which I am sure is not cheap.

My W3J has a broken battery latch, im looking at buying a replacement chassis from the Asus E store because it is out of warantee.

 

Dude they WASTED your lapotp!!! no way they can leave it like that, well I googled the repair centre, im in Hertfordshire so the place is 30 miles away, shall I go down and kick some ass ha ha.

Whats the status??

 

lol didnt you read the thread from the start? XD

 

Hey NZwaverider. All Asus laptops which are sent for repair in the UK or Ireland go to CRC Group UK unfortunately. They are NOT a dedicated Asus-only repair company. They are an outsourced group dealing with other types of repairs (mobile phones etc).

As for getting a replacment Asus say they do not replace laptops only repair (even if its been smashed up and robbed by CRC). I mean this honestly to anyone who has to deal with Asus UK CS, and particularly the current head of CS Mr. Ravinder Sander who has no respect for your rights as either a customer of Asus or a consumer, DO NOT ALLOW HIM TO DICTATE WHAT HAPPENS WITH YOUR PROPERTY. You have a right to a fully working product, nothing less. (I'm a senior tech support and CS agent and I know the way he conducts himself is not how your meant to do it, ever)

Asus UK appear to believe that their policy outranks the law. They also have a penchant for quoting laws which do not exist in order to get you to comply with their policy (bad idea, i'm a law student). Know your consumer rights inside and out when dealing with this company. If you can get your dealer to sort the issue without any additional cost (e.g.couriers, your entitled to free pick up and return under Asus warranty) then do so and always remember under UK, Irish and EU law your warranty and guarantee starts and stops with the retailer. They are always liable no matter how much they try to deny it.

If anyone needs advice on the applicable law and who to complain to feel free to PM me.

simonfzhao : I lost all my work initially (just before my final exams) when the R1F went BSOD after the battery had a split second breakdown (losing 4% capacity). Laptop couldn't be used as intended after that. That was 10 days after I bought it on 3rd April and havent ben able to use it properly since then. Still fighting with Asus 6 months later for my refund to finally go through.

NZwaverider : They were perfectly happy to ignore me after the laptop was smashed and robbed (and did so for 7 weeks until I caught them off-guard and they no way to ignore me). They had no interest in fixing it even though it was their fault. Its now in Holland since the start of September at their European base but thats only after I threatened legal action.

 

ouch..you really should start something against them..ask for some legal advice you could probabbly get the full refund and be awarded damages..but try to talk to legal councillers, try the government free ones first..cause it's not worth talking to private lawyers unless you're gonna start a suit

 

the worst thing i find from asus is their support online, the last time the drivers for xp were updated were at the start of this year, vista ones are naff and their forum is a waste of time!

 

lol that's why you come here right?
if their forums were so amazing you wounldn't be here at nbr

 

Jurisprudence, thanks for the insight, I see there are two CRC service centres in the UK do you know which one yours got sent to?

I work in London Oxford circus near totenham court road, there is a good Asus reseller down there, I go down every now and again to check out new models, I was thinking of walking down at lunchtime tomorrow to quiz him about the service providers, deffinately want to aviod what happenned to you!

 

Sorry NZwaverider, im not sure which of the 2 it went too. Have more news though. I phoned Asus UK again today and was speaking to a different CS agent (who said he was shocked at what has been going on) and he said I could have a refund. I thought I can finally get out of this mess. Sadly no, after being lied to , laughed at, my laptop smashed and my property stolen, been ignored etc guess what. I am only entitled to 80% of the purchase price according to Asus.

The reason, the laptop is over 6 months old and Asus said they have to take into account market depreciation. Now for anyone who has been following the saga the reason for all the delays (making it 6 months) is because of Asus lying to me, CRC taking 6 weeks to smash the laptop, and the head of Asus CS ignoring me and the repair company. And the fact they have had it in Holland for a month is also included as a reason for the depreciation.

Furthermore, according to the CS agent I was speaking to the previous offer to upgrade to a VX2S made after Asus BV Holland had said the laptop was beyond repair and should be replaced could never have happened. Asus UK have no licence to transact currency. The offer was yet another lie.

 

just been contacted by crc, after i was told that the part would be in last week then told that i would have to wait until the 16th, they have just told me that it is now in stock and is being repaired and that they should have it out to me next week. I'll believe it when i see it!!!

I find that whenever i call ASUS they always answer the phone and are all really shocked as to what is going on anyway!! They must think that they are better than they really are and Asus laptops dont have problems or dont break down at all!

 

simply wow.... just wow... sorry for you guys man i know i would be livid..

 

I really am livid, depressed too

 

just sent asus a nice email regarding my laptop:
I would like to know why i decided to buy an Asus laptop when your after sales customer service is so poor. My laptop has gone for repair and i was told that it would be 7-10 working days. Now that they have finally fitted all of the parts at the repair company, after telling lies to me there are other problems with my laptop regarding the motherboard. I have even taken a day off work on the day it was supposed to be delivered back to me! Who is going to pay for the loss of earnings? Probably not yourselves! There are no details as to what is going on at the repair centre and when i call yourselves I get a person in a call centre who doesn't understand what I am talking about and goes "aaah, that's really bad." I paid nearly £2000 for my laptop and when it is repaired under warranty by yourselves I expect it so that it is returned to me in a short a time as possible. Do you even know what is going on at CRC? Many people I have talked to online say that they have had lots of problems with this company. Why are you using them?

 

Received my laptop back from CRC yesterday. Well at least it is not battered but the repair they have done is shoddy and poor and they forgot to repair the headphone jack. It took them a month to repair and i have learned in that time that it has had three lcd screens! The dvd drive cover now moves about where it shouldn't.

Just a warning to all you asus owners in the UK. Don't send it back to CRC. If it's got a global warranty go somewhere where their reputation is good!!

 

Hi ya! I would recomend to anyone in the UK to send their laptop for service via an Asus reseller.

I sent mine through Harp Electronics (platinum solutions) they packaged up my girlfriends F3J and sent it off for me, I must admit service was not fast, it took 2.5 weeks but when I finally got round to ringing Harp it arrived the following day, new motherboard and DVD drive, I closely looked over and everything was on order, no damage etc.

So my experience has been positive and hassle free, but hey I might have been lucky.

The guy from Harp was more than happy to send it in on my behalf even when I purchased the laptop from Proportable in the US.