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One man's ASUS G73JH nightmare

mertesnmertesn I am Bobby MillerYukon, OK Icrontian
edited Jan 2012 in Technology
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Comments

  • QCHQCH Chicago Area - USA Icrontian
    WOW... I know the author of this article and he is very precise and not one to lose patients, or exaggerate events so this is VERY disturbing. That does not bode well. ASUS, I'm ashamed to have recommended your products to my personal customers.
  • Norm Witte IIINorm Witte III Detroit Icrontian
    I have been pretty loyal to Asus for quite some time now, from the early days of the AMD Athlon processor. Throughout the years I have noticed that some of their mobos are poorly designed out of the box, and some of them have been solid as hell. However, I never really found a more reliable, consistent brand, so I just stuck with ASUS. I can't say that I have ever had any problem as severe as this, but I can say that I never liked dealing with their customer support, it was always just terrible.

    This is also quite surprising to me, because a recent study showed that ASUS was the 2nd most reliable laptop next to Toshiba. But what good is a "reliable" laptop if you can't get support for it, and you happen to be one of the few people that ends up having problems like this.

    I have to agree, I'll never buy another ASUS product again. Even if I go with a brand that is less reliable, you can damn well bet they'll have better customer service.
  • Norm Witte IIINorm Witte III Detroit Icrontian
    Also, I seem to remember once reading that ASUS declared war on Intel, then started making Intel mobos about a year later. Am I mistaken, does anyone else remember this?
  • ardichokeardichoke Buttes Master B Lansing, MI Icrontian
    Sucks to be sure, but at least you didn't have to RMA it 5 times for the exact same issue. That said, if my experience with MSI is any indication, you'll probably end up with better results if you demand that it be replaced with a newer model of comparable value as opposed to a refund. Just my 2c.
  • My last 2 motherboards were from ASUS and both of them sucked. Both of them had problems with the USB ports (random lockups, speed drops, unable to see anything connected to them), the ethernet port on the first one died. But the worst problem, however, was with the second motherboard; it took a few weeks before they came out with a BIOS update that made it work properly; before that, the PC was nearly unusable...

    I know ASUS has a good reputation, but given my prior experience with them, I just don't want to see another ASUS product ever again. Also, their website is a joke... One of my motherboards wasn't even listed on their website, you had to know what the page for it was.

    Oh yeah, one more thing. I also had an ASUS video card. It died after 2 years of usage...
  • KwitkoKwitko Sheriff of Banning (Retired) By the thing near the stuff Icrontian
    not one to lose patients
    Nick's a doctor?
  • shwaipshwaip bluffin' with my muffin Icrontian
    not one to lose patients


    Nick's a doctor?
    A damn fine one, apparently.
  • ThraxThrax Professional Shill, Pokémaster, Watch Slut Austin, TX Icrontian
    edited Jan 2012
    The only brand of mobos I've ever had consistent trouble with is Asus.
  • GHoosdumGHoosdum Orange, CA Icrontian
    Sadly, I think this is a general trend for the RMA process on laptops.

    My wife has a laptop from "iBuyPower" (I purchased it through Costco several years ago)

    Last year this laptop started experiencing the lost video symptom that seemed common on that generation of laptops with the GeForce 8600 chipset - the melting solder issue.

    I RMA'd the laptop, initiated the RMA through the Costco Concierge Tech support, which is great to use. Unfortunately, as soon as they handed me off to the tech support from the manufacturer, things got ugly.

    They kept the laptop for several months, lagged in replying to my queries for status, and ultimately they sent it back and said all they had to do was change out one of the two sticks of RAM. I knew that was a lie because when I did my own troubleshooting prior to the RMA I had taken out BOTH sticks of RAM and put in a known good stick, and still had the problem.

    Luckily I had a spare laptop at the time for my wife to use, otherwise she would have been completely without a PC for months.

    So far I've only had halfway decent RMA experiences with HP and Dell, which sucks because it's not nearly as easy to find a laptop with discrete graphics from them as it is to get one from the likes of Asus or third parties (such as iBuyPower) that just rebadge the standard chassis from manufacturers like Sager and PowerPro.
  • LazarusXeroLazarusXero Illinois Member
    Sad to say, this story was the straw that broke the camel's back. I've been waiting for my backordered Transformer Prime since Nov. 26, but after reading the hell Nick went through, I cancelled my order. I was looking forward to my first tablet, but I am not putting myself or my wife through this customer service nightmare....

    I hope you are reading this ASUS...
  • mertesnmertesn I am Bobby Miller Yukon, OK Icrontian
    I don't have experience with HP's RMA process for consumer products, but I did have to get service for one of my displays (a ZR24w). Sent a tech support request and within a couple hours had a shipment notification. A replacement display arrived the next day along with a return shipping label.

    I guess the lesson is don't buy consumer-level products.
  • primesuspectprimesuspect HumanGarbageDisposal Detroit, MI Icrontian
    I've had fantastic experiences with Sony, Dell, and HP for RMAs. The worst offender in my personal experience has always been MSI. They are horrible, and I had a "Nick and ASUS" level experience with them once.
  • KwitkoKwitko Sheriff of Banning (Retired) By the thing near the stuff Icrontian
    After reading this, I wouldn't even accept a freeasuslaptop from them. Quite sad. Poor QA, poor customer service. To top it off, I heard they just hired Paul Christoforo.
  • primesuspectprimesuspect HumanGarbageDisposal Detroit, MI Icrontian
    I think a lot of it is cultural. I think companies that are based in Taiwan don't "get" American expectations and standards for customer service.
  • AnnesAnnes Alexandria, VA Icrontian
    I had an ASUS motherboard years ago and had so many issues with RMAing it I just bought something new. You couldn't RMA online and had to call a phone number which didn't even put your into a phone tree - it was either available or busy. Bullshit. Never again will I buy ASUS.
  • Phil JaenkePhil Jaenke Cleveland, OH Icrontian
    Nick, you know my HP Envy17 from Expo last year, right? (The one that was giving me first and second degree burns on my palm.) Definitely 'consumer grade,' and I know for a fact it goes to the same repair center as Pavilions.

    HP sent me a box and shipping label, UPS NextDay Air. I shipped it on a Thursday. I had it back, repaired correctly, with a form detailing the repairs (cleaned out, new paste, new HSF assembly) less than 7 calendar days later.

    So yes, we can authoritatively say that HP 'consumer grade' service does great too. It's just a few truly terrible vendors who should be run out of business (or at least certain market segments.)
  • mertesnmertesn I am Bobby Miller Yukon, OK Icrontian
    Nick, you know my HP Envy17 from Expo last year, right? (The one that was giving me first and second degree burns on my palm.) Definitely 'consumer grade,' and I know for a fact it goes to the same repair center as Pavilions.

    HP sent me a box and shipping label, UPS NextDay Air. I shipped it on a Thursday. I had it back, repaired correctly, with a form detailing the repairs (cleaned out, new paste, new HSF assembly) less than 7 calendar days later.

    So yes, we can authoritatively say that HP 'consumer grade' service does great too. It's just a few truly terrible vendors who should be run out of business (or at least certain market segments.)
    That's really good to know.
  • RootWyrmRootWyrm Cleveland, OH Icrontian
    That's really good to know.
    Yeah, I am very happy with HP's service across the board (consumer through large enterprise.) They really got their act together over the past few years. These days, there's just no excuse for conduct like ASUS'. Especially when there's a clear pattern of ASUS shipping lemons and doing everything they can to avoid honoring warranty claims, repairing their own products, or even having basic competency to repair laptops.
  • AnnesAnnes Alexandria, VA Icrontian
    I think a lot of it is cultural. I think companies that are based in Taiwan don't "get" American expectations and standards for customer service.
    I don't understand how this can be possible. Is there no Taiwanese expectations that things they pay for work properly?
  • ardichokeardichoke Buttes Master B Lansing, MI Icrontian
    I think a lot of it is cultural. I think companies that are based in Taiwan don't "get" American expectations and standards for customer service.


    I don't understand how this can be possible. Is there no Taiwanese expectations that things they pay for work properly?
    Probably less that and more they can't afford electronics in the first place.
  • primesuspectprimesuspect HumanGarbageDisposal Detroit, MI Icrontian
    It has nothing to do with economics. It's just a cultural thing I've noticed in working with Taiwanese companies for the last 15 years.
  • NiGHTSNiGHTS San Diego Icrontian
    Probably less that and more they can't afford electronics in the first place.
    I was thinking more the other way - electronics are so cheap they're practically disposable goods. I'm not familiar with the intricacies of trade and markup of electronics, though.
  • I've been using an asus laptop for three years, it's the G50vt. Never had a problem with it and it still handles a lot of the latest games and intensive tasks without any issues. So one guy had a bad experience, I think its kind of presumptuous to blame every asus product due to one persons bad experience.
  • mertesnmertesn I am Bobby Miller Yukon, OK Icrontian
    I've been using an asus laptop for three years, it's the G50vt. Never had a problem with it and it still handles a lot of the latest games and intensive tasks without any issues. So one guy had a bad experience, I think its kind of presumptuous to blame every asus product due to one persons bad experience.
    And I think it a bit presumptuous to assume this is my only Asus product.

  • TimTim Southwest PA Icrontian
    How much did that laptop cost?
  • Nick's ASUS has gained Legendary Status as the benchmark of poor customer service and how to kill off customers through neglect. Anyone still willing to send ASUS money, defend their products and make excuses for their "service"...I have some swampland for sale....
  • I had extremely poor service for a broken eeepc; so bad that I gave up and put the unusable pc on the shelf. I will never purchase any ASUS product again.

    To be fair, a friend purchased a MB and got excellent service for a problem it had. He is happy with ASUS.
  • TushonTushon I'm scared, Coach Dallas Icrontian
    I've only got horror stories from my two mobos from Asus. No mas!
  • PirateNinjaPirateNinja Mountains Icrontian
    These companies just outsource all their customer service and RMAs to small "authorized" local repair shops, and you end up with paid under the table 15 year old who built one or two computers and thinks they know what they are doing fixing your shit and fucking it up at the same time. I would know, I used to work at one of these shops and I used to be that 15 year old.

    I've had amazing experiences with my Asus laptops. They work really well when they work, but the warranty and rma program is apparently a joke. I've had one Asus motherboard and one Asus video card. Both sucked horribly.

    Frankly, in this case, and ALL cases I think ordering something that is critical for your work should involve ordering a product that has been on the market for a bit and has had a very warm reception. Mr. Mert took a risk buying something like this. He didn't at all deserve all the madness that ensued, but still it was a risk and it didn't work out. It's life.
  • TimTim Southwest PA Icrontian
    My $300 Asus VE276 27 inch widescreen monitor has been working great so far, and it better stay that way for at least 2 years! I've had it about 3 months now.
  • I have been using Asus products for more than 15 years now... never had a problem with it, hell I even had a bad mobo ONCE and they just shipped me a new one in less than 5 days... I have 3 Asus laptop (No G series tho) and they never missed a beat, my newest one with the Gforce GTX 540m is running hot but its a K series and its how they usually run.

    As far as the laptop in the article, it would be nice to know, where it was built... I mean, I doubt it very much that ASUStek builds all their computers by themselves, wouldnt be supprised if they used a certain contractor to build that series of laptop.

    And also... I doubt ASUS does their RMA personally, I wouldnt be supprised if that also is a secondary shop that does the work...

    I hope you get all of your stuff back in working order tho, but I wouldn't shut the door on ASUS because of that.

    and for those that are curious, What I own with an Asus Badge on... :

    Laptops K53SV , N53SV, U41JF
    Video cards, two EAH6670, two ENGTX460, one EAH6950 DCII.
    mobo 3 P8bws

    6 VS247H screens.

    P4C800-E is the mobo that went south but that was a long time ago...

    PS the boss of MSI is the old CEO of ASUS so it is a good time to buy stuff from them.
  • TushonTushon I'm scared, Coach Dallas Icrontian
    As far as the laptop in the article, it would be nice to know, where it was built... I mean, I doubt it very much that ASUStek builds all their computers by themselves, wouldnt be supprised if they used a certain contractor to build that series of laptop.

    And also... I doubt ASUS does their RMA personally, I wouldnt be supprised if that also is a secondary shop that does the work...
    The problem with this is that the customer only sees Asus, regardless of who manages their RMA or build process and Asus is ultimately responsible for the product that comes out.
  • timuchantimuchan Fishers, IN Icrontian
    I was reading the latest issue of 2600 magazine last night and saw someone else mention difficulties with their gaming ASUS computer. The article was about the weak security of their RMA setup and how easy it is to find other customer's information and package tracking. I was beginning to be a bit of an ASUS fanboy before reading this article, now I am done with them.
  • ThraxThrax Professional Shill, Pokémaster, Watch Slut Austin, TX Icrontian
    This would be a great time for me to step in and recommend Gigabyte's awesome motherboards, which have proven consistently reliable since the GA-P965 in 2006. ;)
  • mertesnmertesn I am Bobby Miller Yukon, OK Icrontian
    CES 2012 alert: We have just realized I have the XBOX 360 of laptops.
  • primesuspectprimesuspect HumanGarbageDisposal Detroit, MI Icrontian
    He's on his 6th RROD
  • PirateNinjaPirateNinja Mountains Icrontian
    Here here to Gigabyte motherboards. I haven't bought anything else for my last three builds.

    ... Man I am sorry mertesn. I hope you can ditch that thing and get a replacement or refund soon. Horrible =/
  • I bought a G73SW back in June 2011 and it has been perfectly fine. Those early models must have been ridden with atrocious problems. If you still haven't gotten the thing fully repaired or replaced, I would probably consider having them replace it for the G73SW as it has been very reliable with nothing wrong with it at all. I also have other Asus products like DVD Drives, motherboards, and the like. I hope things work out for you and I hope I never have to RMA with Asus... o.o
  • mertesnmertesn I am Bobby Miller Yukon, OK Icrontian
    The laptop arrived at ASUS yesterday. I'm guessing it should be back early next week.
  • mertesnmertesn I am Bobby Miller Yukon, OK Icrontian
    The laptop should be delivered to me Wednesday. I spoke with the guy doing the repairs and he said both the touchpad and keyboard cables had come loose. Hopefully this will be the last problem I have with it.

    Out of curiosity, has anyone gotten a manufacturer to extend a warranty's duration? There's still another 15 months left on my laptop's warranty, but given the amount of trouble it's had, perhaps an extension would be possible.
  • PirateNinjaPirateNinja Mountains Icrontian
    edited Jan 2012
    Asus gives a year extension on the warranty for free if you registered the product, but I've never done a special request for a warranty extension. Sounds like a difficult task, I'd almost think it isn't worth the time and effort as compared to just buying a third party policy on the laptop if you really want it.

    Edit: on that note 3rd party warranties are usually garbage
  • mertesnmertesn I am Bobby Miller Yukon, OK Icrontian
    You're probably right...it likely would be a waste of whatever time was spent.

    Are you sure they extend the warranty for free on registration? I paid for a three year warranty, and that's what shows up on my account with their support site.
  • TushonTushon I'm scared, Coach Dallas Icrontian
    edited Jan 2012
    I've seen third-party warranties get extensions when they don't meet expectations (stated/contractual ones, not "zomg I shipped it yesterday why isn't it back" types), but I don't recall a manufacturer doing it in my short time paying attention to such things.

    My experience with our enterprise third-party warranty has been great (ITG), but consumer or other enterprise warranty companies may make your vision go red.

    Maybe @PirateNinja meant they extended the stock one year H/W warranty, @mertesn.
  • PirateNinjaPirateNinja Mountains Icrontian

    Are you sure they extend the warranty for free on registration? I paid for a three year warranty, and that's what shows up on my account with their support site.
    I guess it might depend on the model or reseller. I bought both my Asus laptops through newegg, both came with registration cards offering another year of protection if I filled them out. I don't recall if NewEgg's product details included that extra year or not, but I know I would not have gotten it without filling out the cards.

    Side note: the second Asus laptop I bought, I couldn't register the product. I filled the card out and sent it out via mail and had it returned because there was a problem with the receiving address. I had put the exact address Asus told me too. I sent it out again, this time on a typed envelope because I assumed the PO couldn't read my handwriting. I got it back again three weeks later and by that time the 30 days I had to register it had expired. Sigh.
  • I'm going thru a similiar issue right now. The other night I Rebooted My G73jh, went to grab some more coffee amd came back to a Black/Blank Screen. Tested the vga out and the HDMI but no response. Called Asus and they claim they won't RMA since the 1 year manufacturers warranty is up as it's 16 months since date of purchase.
  • primesuspectprimesuspect HumanGarbageDisposal Detroit, MI Icrontian
    I updated the story with a link to Part 2 of the ASUS G73JH saga
  • ardichokeardichoke Buttes Master B Lansing, MI Icrontian
    I'm going thru a similiar issue right now. The other night I Rebooted My G73jh, went to grab some more coffee amd came back to a Black/Blank Screen. Tested the vga out and the HDMI but no response. Called Asus and they claim they won't RMA since the 1 year manufacturers warranty is up as it's 16 months since date of purchase.
    Why would they warranty replace something that's out of warranty? No company would do that. Especially once it's 4 months out of warranty.
  • I have EXACTLY! EXACTLY same situation!!!! And it is STILL roaring and RMA keeps telling me "no problem found". Also keys are not working (i am using external keyboard) and touchpad. I am never ever again buying Asus.
  • MrTRiotMrTRiot Icrontian
    Boycott Asus.
  • djmephdjmeph Detroit Icrontian
    I had a talk with a friend about this article recently, we are both ardent ASUS supporters who have built nearly every PC we've ever owned with ASUS mobos, and he owns an ASUS tablet. The point he brought up to me, something I haven't thought of before, is that every product I've ever bought from ASUS was warrantied through the retailer. I've never had to deal with ASUS tech support directly. I always got the impression that they didn't really want to deal with consumers, that they preferred that you RMA your devices through the retailer, and the retailer would then in turn deal with ASUS tech support in bulk. Is it becoming more common to purchase ASUS products direct?
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