Who has successfully RMA'd their C90S with Asus???

So my C90S refuses to overclock at all. Using Turbo Gear causes an instant BSOD and when I boot up the bios displays a page that says "OVERCLOCKING FAILED". I'm running a 90W AC adapter and my mainboard is revision F06. Clockgen also will not overclock past 2.7 Ghz without freezing.

So anyway, I called Asus support up and they had almost no clue what I was talking about when I explained this to them three different times. They finally issued me an RMA number but they told me to send my HDD, CPU, and OS along with the C90S. They also want me to sign a sheet saying I will not hold them responsible if they lose any of these components .

They also had no idea about the F09 mainboard upgrade and 120W adapter which, together, is supposed to fix the majority of these problems.

Needless to say, I am very uncomfortable with sending away an $1800 investment that they can pretty much just "lose" and then I get screwed. I e-mailed GentechPC to see if I can RMA with them instead because Ken is awesome and knows exactly what issues I'm having with my C90S and what needs to be done to fix it. Hopefully I can just send it to them instead.

Anyway, has anyone RMA'd a C90S successfully before with Asus? What parts did you have to send in with it? Did they make you sign a sheet saying that if they lose your components they can't be held responsible for it?

Help : /

 

I have, bad Video Card first week after launch. I just send in the whole thing with a detailed list of components.

They also just send me a 120W brick when I reported power issues.

Its no where near as bad as Toshiba where I had to use the restore disc before they would RMA it because "We don't support Windows XP on they model". And that was was for a bad Video Card as well.

 

If RMA'd mine to Gentech twice, and they were fast. Not fast enough for my dad, mind you, but otherwise just fine. One was for a bad vid card, and the other was for a broken screen.

 

Ranger, did you just call them and said you needed a 120w? Did you have to send your 90w back? I want to call them and ask for a 120w but I want to know how you got yours first.

 

Yeah, pretty much. I told 'em the symptoms I was having (battery draining on Gaming mode and crashing if theres no battery present and they just send one out). I send my 90w back after I got the 120w, but I'm sure they would of let me keep it.

 

Asus whitebook like the C90 are generally warranted by the reseller, not Asus NA (which is why you don't usually see them on NewEgg, for example). As a whitebox unit, Asus doesn't warrant any of the components that you're being asked to sign for, and wouldn't be responsible to replace any of them if there were problems (or they were causing issues) since that sort of thing only applies to their Ensemble model components. They also wouldn't have replacement parts available if something happened, but the parts have to be there in order for them to diagnose the unit; hence, the waiver requirement.

As a reseller, GenTech is only responsible for offering and covering warranty work on product they have sold - doing RMA warranty work on someone else's whitebox unit means they would be losing money because without the initial purchase, all technician time and parts under that RMA repair would be provided by GenTech at a loss. It's like buying a camera from Best Buy and wanting Circuit City to handle the refund to your credit card since they sell the same product; well, you get the idea. Now, Ken does seem to be a good guy both from his posts here over time as well as his reputation amongst his clientele, but I would be surprised if he accepts a RMA under such circumstances (we'll see, perhaps I'm wrong).

That all said, Asus NA tech support has a good reputation around here. Better than some of their other international units, anyway.

 

I've been ahving the su issues but still no RMA # after I think 3 weeks by now. I sent Ken a pm a few days ago and he says he'll try again but I guess I can only hope.

 

ClearSkies,

Everything was purchased from Gentech except for the wireless card. Ken gave me a call today and, as usual, was extremely helpful and called Asus up himself to explain the situation and the problems I was having.

He told me I could send it to him if I wanted but he would still have to send it to Asus from the mainboard rework that needs to be done. He also said if I have any trouble at all to give him a call and he would call Asus again and find out what was going on.

I've said this before but the service and support from Ken and Gentech is top notch! I will definitely be doing business with them again.

At any rate I'll be sending my C90S out tomorrow and I'll update this thread when I get it back from Asus.

 

Well I finally got my C90S back today and guess what? Asus didn't fix ANYTHING! I shipped it back to them with all my components except for my hard drive. They put a hard drive in it and turned it on, ran their "stress test", and it passed. So they boxed it up and shipped it back to me saying everything was okay.

They didn't even check "gaming mode", which was the only problem with it in the first place. I had called Asus before to try and tell them I wanted a 120W adapter and they told me I couldn't use a 120W adapter with my notebook and that it could damage it I tried to explain that the C90S uses both a 90W and 120W adapter depending on what video card you used and they didn't want to hear it.

Also they included a nice letter when I received my notebook back informing me once again that I could damage my C90S by using a 120W adapter. I've got a good feeling that the only reason I can't use "gaming mode" is because of the 90W adapter.

Asus dropped the ball big time with this one and everyone I have spoken to has no idea what they are talking about when it come to the C90S.

Since I bought my C90S from Gentech, Ken has been helping me out by calling Asus up and he is trying to get them to send me a 120W adapter right now. If it wasn't for him I'd be stuck trying yell at the moron Asus technicians who have no clue about the C90S.

 

heh, they might just want you to buy the 120W adapter...since the c90s didn't come with one in the first place.

 

Actually, some ship with a 90W and some ship with a 120W depending on a few different factors. Ken told me that ANY C90S that is sent in for an RMA is supposed to automatically be sent back with a 120W adapter. The Asus technicians I've been talking to just don't understand anything about the C90S.

 

So I got the 120W AC adapter today and unfortunately it didn't fix my "gaming mode" problem. I'm really frustrated at this point! I was stuck without a notebook for two weeks while I sent it in for an RMA and Asus didn't fix ANYTHING. They didn't even have a clue what I was talking about! They just tested it "normally" and it passed, so they sent it right back to me without even checking the real issue!

Now I'm going to have to RMA my C90S AGAIN and be stuck without it AGAIN for another two weeks because no one at Asus except for a "select few" have any idea about the specifics of the C90S!

Grrrrr

 

you know that overclocking using turbio gear is not only NOT guaranteed but it really should not be done. it is the stipidest thing for them to include this software with it. it caused more headaches for them and their dealers then any other issue with this orrange. i call it orange because it is not quite a lemon. other then some stipid mistakes with it and compatibility issues it turned out to be reliable. here is a full list of all past issues. dont use turbo gear end of story. turbo gear and its operation is not and never will be a warrantable item. http://www.btoforums.com/viewtopic.php?t=2063

 

I tried TurboGear AND ClockGen. TurboGear causes an instant blue screen while ClockGen lets me overclock to about 2.71Ghz before freezing. Even at 2.71Ghz though it will still blue screen most the time.

I know overclocking is not guaranteed but I find it highly unlikely that my E6700 can't overlock to even 2.71Ghz. It's not a thermal issue either because I idle between 50-53C and max load almost never is higher then 65C.

Anyway, Ken got on the phone with Asus and got everything handled for me. This time it's being sent to headquarters to have the motherboard rework done that was supposed to be done the first time.

I've had a really hard time dealing with Asus when I have had to call them. Nobody seems to know what I'm talking about or anything having to do with the C90S. So I'm glad Ken was willing to get this handled for me.

 

You tried to RMA a product that you drilled holes in one of the access panels...and Asus sent it back un-touched? That makes perfect sense in my book.

 

They don't care about the holes, it's still under warranty.

 

Actually Ziggo, I didn't. I drilled holes in a SPARE "CPU door". The original one is untouched and on my C90S as I type this. Next time why don't you make sure you know what you are talking about before you take a jab at someone. Asking me about it would of been nice...

 

RMA to your vendor if you can cause Asus will keep giving you the run around unless you threaten legal action. I got my first c90s from excaliberpc.com in july...didnt overclock so i rmaed. got it back a week later at the end of july. no problems sense except needin the 120w psu.

 

I just received my C90S back from Asus for the 2nd time. They replaced the motherboard and the battery and I can finally overclock now! I sent my notebook out this Monday and just received it this Thursday morning. That's amazingly fast!

I'd like to thank Ken from GenTech PC one more time for helping me deal with Asus customer support. Asus was very friendly, but when it came to the C90S and getting them to fix my motherboard, they were CLUELESS. Ken called them up and handled everything. Thanks again Ken!

 

Off for its second RMA, this time regarding the digital camera

 

Sorry to hear that Ranger. I hope you get it back soon, it sucks not having your notebook.

 

Meh, gives me a chance to play with and update my other neglected notebooks, but I really love my C90S...

Anyways one bit of good news, the tech I talked to told me that if the C90P is the same form factor as the C90S when it is finally released there will possibly be a mobo upgrade Me thinks along the lines of a cheap quad core now for my desktop and then in a year a new mobo for the C90S and a faster CPU for my desktop.