You've got to be kidding me.

Alright. I sent my G1S in over SIX weeks ago now. It was the X1 from Best Buy, purchased in September 2007. So it was 5 months out of warranty when the black screen problem happened. I made this very clear in my note to them.

So 4 weeks goes by, no word from them. I call in and the lady tells me that I'm eligible to receive a replacement and that she'd email me the specs. She emails me the G50VT specs and it says "Should you accept to have this model replace your G1S then please respond to verify it". So of course, I did. I was even on the phone with her as I accepted it. Then a week goes by and I email saying "Is there an estimate as to when it will be shipped out?". She replies "It will be shipped overnight and you will receive email confirmation when it does".

Fast forward another week to today. I get an email saying "Sorry, this is a best buy model purchased in Sep. 2007 and can't be replaced under warranty".

Now, I made it VERY clear in my original note that this was the case. However, it wasn't far out of warranty and they MUST know that this is a common issue with this model. Also, I take very good care of my belongings and there were no physical damages whatsoever and I never misused it. I'm trying to resolve this right now, I replied to them through email and I am going to call them after I get off work. I just can't believe that you can tell a customer they will receive a replacement, VERIFY it, and then turn around and try to take it back. It just doesn't seem right at all.

I mean, honestly, would you ever want to tell a customer that your $1600 product is only good for a year and a half and after that you're SOL? This is ridiculous. What do you guys think?

 

Well, right there is why I am debating NOT to send my G1s to ASUS. Mine was originally purchased in July 07 from Best Buy. I bought it in March of 2009 from a guy on Craigslist (lol). It blew just a little over a week ago. I called ASUS and it's obviously not under warranty. However, they keep giving me different prices to replace the motherboard, which is 10 weeks backordered, btw. They say no more than $500. Well, for that.. I will just buy a new one and it more than likely won't be an ASUS- because I am afraid of them now.... From what I've heard, most G1s models have this problem at a year and a half.

It's very discouraging.... but when they can't give me an answer on the cost, I am hesitant to send it in. They have done tons before, as I see we have quite a few people on this board with a bad G1s.

So, sorry to hear they are screwing you around.. hopefully you get everything straightened out. It's not right to offer you replacement and then take it back. Keep yelling.. lol

 

I fully agree! If they sent you something saying they were going to replace it then I think they MUST replace it. They should have checked the details before they made the offer. I would scream and scream loudly, but do it in a very polite way. If you can't get the answer you want ask for a manager, if not go higher, if not take the documentation you have and go to the BBB. If it's getting this far make sure to tell them that you will be contacting the BBB.

Asus seems like a good company, I hope they will swallow their mistake and follow through with what they promised you.

 

You should tell them it's their problem. You clearly identified it as being out of warranty, yet they still offered and APPROVED a replacement. You can bring up real crap for this. They can't just go back on something they've already approved, it's their own fault for overlooking something you put in their face. If they don't budge, ask for the manager, the president, whoever the hell can give you a good reason as to why they're giving you this BS.

 

Subject: FW: G1 REPALCEMENT INFORMATION
------------------------

From: <[email protected]>
Date: Mon, Apr 27, 2009 at 3:01 PM
To: [email protected]
Cc: [email protected]


Dear Valued Customer:
Please review the attached specs for the G50Vt which we would like to send you as a replacement for your G1S. Should you agree to accept this, please respond to this email as confirmation.

Model: G50Vt-X1

*specs*


Date: 2009/4/27
To: [email protected]


I agree to accept the G50Vt-X1 as a replacement for my G1S. Thank you very much for the positive experience with Asus customer support.

RMA: rma #

Date: 2009/4/27
To: [email protected]


I forgot to ask on the phone, is there an estimate on how long it will be until I receive the replacement unit? Will I get an email when it is shipped or anything like that? Could I pay extra for a quick shipping method? Thanks again.
2009/4/27 my name <[email protected]>


----------
From: <[email protected]>
Date: 2009/4/28
To: [email protected]
Cc: [email protected]


We will ship overnight, and email you the tracking # once we ship out.

Today:
This RMA# EL934877 – is best buy unit and customer has the laptop since September 2007- this is already out of warranty, we can’t replace the unit under warranty. Please explain to customer.

My response:

So I can expect that a $1,600 Asus product will only last me one and a half years? You can surely verify that there is no physical damage or misuse of the product, I take care of all my belongings. On top of that, my research has shown that this is a common problem/defect in this particular model.

I was also told on various occassions that I would be receiving a replacement. This email shows all of the conversations, including me verifying that I'd accept the said replacement. I don't know how you can tell a customer that they will be receiving a replacement and then take it back. Not only that, but this whole process has spanned over six weeks now which was a big inconvenience to me as that laptop had a lot of my schoolwork on it. I've been very patient and understanding, but to tell me it will be replaced and then turning around and telling me it won't be is very frustrating and it doesn't seem right at all.

I hope you will stick to your original word, do the right thing, and replace the defective unit.

I'll call in and see if we can resolve this over the phone, but an email response would still be greatly appreciated.

Thank you.

 

Start raising Hell man.

 

Yep...big companies think they can take advantage of us...show them who's the man

 

You have the evidence (their past emails ) confirming their offer of the replacement. It shouldn't be possible for them to ignore that too easily. Don't give up!

 

Wow that is definitely ridiculous. Start raising hell. Email them often, and try to contact the customer support president.

If all else fails, BBB.

 

Just to update:

I got an email on Friday saying that since it is out of warranty I would have to pay $189 (cost of mobo replacement) in order to receive a replacement unit. While I would have liked them to follow through on their word, I can't say I'm too disappointed with the offer. I'll gladly pay it to upgrade to the G50. At least they followed through and still offered the replacement!

 

If your happy thats what counts, I cant say $189 is a bad deal for not only an upgrade but for a brand new unit to replace one that was a year and a half old.

 

I would take that, only $189 for a brand new laptop.

 

$189 to swap your out-of-warranty and notoriously unreliable G1S for a G50VT is a stellar deal.

 

They charged the price of extended warranty , good deal .

 

Even if you're planning on getting another notebook from a different manufacture, I'm sure you can make a nice profit from a $189 brand new G50Vt.

 

I was thinking this but didnt want to say it

 

g50vts are 15 inch monsters plus add another $400 and grab a x9100 off ebay and you'll have the king of 15 inch laptops.