ux31 cracked screen and asus support

Hi all,

So my ux31 fell off my desk which it survived but was followed by the phone i had connected to tether which hit smack in middle of the lcd and shattered it. The unit works fine minus and unusable lcd. Next step to call asus for help right? Wrong....

After 3 phone calls and a call back from the asus tech support they refuse to give me a quote on a replacement or a part number i can use to aquire the screen elsewhere. There policy is that i have to send in the laptop to verify the issue and hold my computer hostage for however much it is. Id send it in but if its gonna be 5-6 hundred i will just junk the laptop and if i can get a part number ill just source it myself.


Any help from you senior asus'rs or should i just give up and make this my first and last asus purchase?

 

What happened to the 1 year accidental warranty?

 

Not saying their service is the best, but how is it fair to judge them on the fact you broke your laptop? This is not a parts failure, this is a direct cause of you.

I also wonder why you're not using the 1 year accidental warranty. DId you send in the warranty card or is this a second hand unit?

 

I bought the unit from office depot and the asus warranty states the accidental damage coverage does not extend to notebooks bought from retailers. I am judging thier support on the inability to provide a qoute on the part or repair costs before i send my machine in to be held hostage for weeks for an undisclosed amount.

 

You have 2 maybe 3 options here:

1. Play the accidental damage warranty card. You should be able to claim this under the warranty no problems. Check the serial # on your laptop on their website to confirm.

2. Contact the credit card company if you used to buy it with (if you used one at all).

I ran into this situation myself a couple of years ago. Basically some credit cards come with theft/damage warranty on purchases within 90 days. In my situation someone tripped over my power cord on my laptop at school which sent my laptop flying onto the ground. the screen shattered and the hdd was toast.

When i contacted the cc company, they told me to get a repair quote from an authourized repair centre and fill out a form. I got the quote and it was more then the value of the laptop so they wrote it off and gave me the cheque for amount i payed for it. Best part was i got to keep the damaged laptop too (put in a new screen and hdd and its working fine to this day).

3. Find the screen online and replace it yourself

This one is pretty straight forward. you could probably find the screen for about $90 and replace it yourself.

 

why would any cc company do this? dont get me wrong. that's great that such a thing exists but it makes 0 sense to me atm.

 

Maybe Office Depot has their own warranty? Try contacting them.

I bought mine from a retailer who sold on Amazon. I typed in my serial and it says I qualified.

Type in your serial and see if you qualify...

ASUS ADP at a Glance

 

it depends on what features your credit card has. Every card has its features. Just google it. Usually the gold/platinum cards are the ones that have them but some regular ones do as well

 

Dismantle the display and look for the part number yourself. Then look online, perhaps eBay, for replacement. Asus support would probably provide you with Asus part number, while actual manufacturer part number fits in multiple different laptops.

They provide that service so you would actually use their credit card even if you could otherwise pay the product right away and save some cc company's fees.

 

Asus does not provide part numbers for retail customers. The response you got from them is normal. You could try bringing it to a local ASP if you are near to one, and talk to them in person. Otherwise you would need to get that from a parts seller website through a search or from someone who has torn one down and posted pics. If you bought from a reputable ASUS reseller they would be able to help you also (for future reference when you are making buying decisions).

I am not sure how the UX series lid comes apart. I haven't seen any pics of the lid disassembled. It doesn't seem straightforward because there don't seem to be the normal rubber bumpers that have screws underneath them.

 

I tried to dismantle the screen to get the model off the panel (this is what I have always done in the past) however, unlike notebooks that use screws to hold together the display assembly ultrabooks such as the UX21/UX31 and macbook air use copious amounts of adhesive and plastic clips. Without some frame of reference for how the bezel is attached I won't risk further destroying the machine.

On bambooragons' suggestion I checked my serial at the asus adp page and was able to register the laptop and activate the warranty. I have submitted a claim for the ADP and I am now awaiting a response to see if that gets approved.

On a site note though why wasn't this course of action suggested by the 3 support techs and support manager who I was on the phone with?

 

^ maybe the confused Office Depot with Office Max?

I don't see Office Depot on the list of retailers not participating in the ADP program. I see OfficeMax, Staples, BestBuys and Costco.

Good luck with your claim though. It's not even a month old. Hopefully they will give you a replacement.

 

yeah, i am just so used to paying off every month so i dont get charged for interests. i wasnt really thinking. thanks tho.

 

48 hours later and still no update or response from Asus about the ADP claim or about a quote for a new LCD/repair. I am somewhat appalled but what else can I do but wait and stare at my $1500 paperweight.

 

Don't worry about that. It's the weekends and they usually lag in their replies. It took them 3-4 days to reply to my email with regards to the jumpy touchpads.

Give it some time or if you have a claim number, send them an email.

 

Update:

I have finally received an RMA number from Asus and just got back from the UPS store to ship it. Hopefully all goes well and I receive a fixed unit in the next week or so depending on how long the RMA service takes.