Asus RMA Experience 4 replies

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BF3

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5th October 2005

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#1 6 years ago

I'm not too sure if this is the right place to post this, but I just wanted to share my horrible Asus, multiple, RMA experience from January - February of 2012.

Laptop: Asus G53sw Notebook Specs: - 15' LCD - Intel Core i7-2630QM @ 2.00 GHz - Nvidia GTX 460m 1.5 GB - 8 GB DDR3 RAM - ~600 GB HDD - Windows 7 64-bit

Reason for purchase: Meets minimum requirements for the current IT course for college I am enrolled in. Required each and every day in-class in order to keep on track and complete in and out of class assignments/labs.

January 21st: Once completing my homework after several hours I properly shut down my laptop and closed the lid. An hour later I open the laptop again and press the power button, as I usually go about. Although this time the power light turns on for several seconds, then flicks back off. Thinking maybe my battery is dead I plug it in and try again. After multiple attempts it continues to do the same problem. Eventually, after give it some rest, I go to try one last time and finally the lights stay on, sounds like it starts up normal, as I can hear the HDD warming up, but shows no display. Confused, I call up Asus tech support and get connected to a rep quite fast. I explain my problem and he runs me thru the basic troubleshoots. Still not working, he makes me a RMA request. I tried explaining that I need this laptop for school or else I will fall behind in class but he doesn't seem to really care. I take the RMA request anyway as I don't really have much of a choice. He sends me the info thru e-mail (thank goodness I still own my desktop).

January 23rd: I Print off all the checklists needed for the technicians and salvage an old box and all the grocery bags I could find to use as insulation. In the list of problems I also included that my hard drive was corrupted a few months back and needed to be replaced as well as my Bluetooth would not correctly install the necessary drivers. Later that day Fed-ex picks up my laptop and sends it on its way to Markham Ontario to the Asus location, about 2 hours away from me. Thankfully my college provided a loaner laptop, free of charge, to keep me occupied for the week. A very nice Dell XPS so I was starting to calm down and cheer up a bit at this time.

January 27th: I receive an e-mail stating Asus has finished repairs and has shipped my laptop back to me. Of course this e-mail did not include a tacking number which isn't surprising at all.

January 30th: I finally get my package and open up the box. I scan thru the repair list that the technicians included (picture included at bottom). It stats that they replaced G53sw VGA_GB and Sata Cameron 640GB 5400R 2.5'. Okay, everything seems repaired as requested. I turn on my laptop, it shows display and I fill out the Windows info, update drivers, install my programs needed blah blah blah. I then realize my keyboard back light isn't turning on. Guessing that they probably just forgot to plug it back in or cable is upside down, I call Asus tech support anyway. Once again I get connected quite fast. He runs me thru the basic troubleshoot, reinstall drivers, all that. Still no back light. He suggests another RMA. I say screw that I'll attempt to fix it my self. About 2 hours later after doing a restart, because of updates, the display stops working again! Same exact problem with lights, powering on, etc. I call Asus once again very, very angry this time. Of course as any rep would, he suggests an RMA. Having no choice, I accept. I also mentioned that I would much rather a replacement of the laptop, rather than a repair, as it says you can do so in my warrenty. Rep stated that they usually replace it anyway after second RMA for a reoccurring problem.

January 31st: I place my laptop in the same box as I receive it in from the previous RMA and fill out the necessary info for the techs. Later that day Fed-ex, once again, picks up my laptop. Same exact Fed-ex guy from before thought this was quite funny. Me...not so much.

February 7th: I receive an e-mail stating they have completed the repairs and have shipped my laptop back to me. Once again, did not include a tracking number, no surprise there.

February 8th: I finally get my laptop back and eagerly rip open the box hoping for a brand new, unused, laptop. Disappointingly, same exact one. I scan thru the repair notes finding that they replaced the G53sw VGA_BD (VGA Board) for the second time (picture included at bottom). Not understanding why, as it's clearly not the main problem or they never actually replaced the VGA board the first time, I open up the laptop and turn it on. Everything, including the keyboard back light, seems to be working fine. I install Windows, update drivers, all that crap I did before.

February 9th: Everything still up and running good. Finally can relax for a bit, waiting for the problem to occur again. Later that day I then realize the LCD wires pinched in between the the plastic (picture included at bottom). As I open and close the laptop the corner of the lid rubs and pulls against the wire. I can already start to see a rip in the insulation! What a terrible job these technicians did! A 10 year old kid with zero IT experience could have realized that this is a major problem. To add up on top of this terrible RMA experience I finally received an e-mail back from Asus about my Bluetooth problem, which I sent to the tech support e-mail literally 3 weeks ago. I reply back, "If you did a background check on this laptop you would have realized I've already RMA'd this laptop several times for multiple different problems. Maybe then you wouldn't have finally replied back to me almost a month later. Thanks, "Valued Customer"."

I'm planning to call Asus tech support, for the millionth time, about the pinched wire sometime today (February 10th). Although probably not much of a point as they'll suggest, yet another, RMA. Looks like I'll have to fix this one my self. If you're interested I'll have an update on this situation soon.

Sorry for the long and detailed extensive story but I wanted to get my point across, do not buy Asus products if you wish for good support. Please comment, I'd like to read suggestions/opinions.

Pictures: First RMA Repair Notes Second RMA Repair Notes Pinched Wire

Hope you enjoyed, G




MoreGun89

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27th July 2004

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#2 6 years ago

That sounds rather horrible, it's OK though, not meaning to turn this into a rip on Asus thread or anything, but even in person their representatives are complete jackasses. It's like, in order to work there you must have some minimum level of condescension and indifference. I'm sorry that you had to deal with them, particularly from a distance.

In the meantime have you tried connecting it to a separate monitor? If it works (and remember while booting like this to press FN+F8) it may be a bad monitor power inverter. If this doesn't work (and I had a "patient" yesterday with a similar problem) it may be a bad CMOS battery. While you are under warranty I wouldn't suggest opening the machine up for exploratory surgery, but if this issue continues, you might mention it to Asus and see if they deign to put a note on the RMA for the techs.

Sorry that's all that really comes to mind at the moment.


Mother Banhammer



kow_ciller

Gettin' hardware chilly

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16th June 2004

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#3 6 years ago

Honestly that story isn't too bad.

I've heard of asus dropping laptops and denying RMA then sending them back with shattered screens. I would consider myself lucky if I were you.




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BF3

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5th October 2005

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#4 6 years ago

MoreGun89;5609286That sounds rather horrible, it's OK though, not meaning to turn this into a rip on Asus thread or anything, but even in person their representatives are complete jackasses. It's like, in order to work there you must have some minimum level of condescension and indifference. I'm sorry that you had to deal with them, particularly from a distance.

In the meantime have you tried connecting it to a separate monitor? If it works (and remember while booting like this to press FN+F8) it may be a bad monitor power inverter. If this doesn't work (and I had a "patient" yesterday with a similar problem) it may be a bad CMOS battery. While you are under warranty I wouldn't suggest opening the machine up for exploratory surgery, but if this issue continues, you might mention it to Asus and see if they deign to put a note on the RMA for the techs.

Sorry that's all that really comes to mind at the moment.[/QUOTE]

Unfortunately with my living situation I only have a DVI connection, I left most of my cables and equipment at home.

[QUOTE=kow_ciller;5609297]Honestly that story isn't too bad.

I've heard of asus dropping laptops and denying RMA then sending them back with shattered screens. I would consider myself lucky if I were you.

Thank god that didn't happen to me! I would have been even more furious. Even though there has been worse situations, I would not consider my self lucky.

Thanks for your replies




Guest

I didn't make it!

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#5 6 years ago

Sounds like ok customer service, but an incompetent repair crew. They at least tried to do the minimum, I'll credit them for that. Unfortunately, it seems like most RMA services are pretty lousy for bigger computer companies. Don't know if it's being unable to manage such a large volume of customers or what, but it's astounding that they continue to get customers with such poor service. Maybe it's those few reps who actually are on the ball...