Anyone with any influence at ASUS please help me!

[like2be]

BUYERS BEWARE!! the saga continues... my G73JH is back and yes, thanks to "C" it's running like new, brandy snifter in one hand a fine cigar in the other, I can still smell her perfume, Ahh! but wait a minute that's not my notebook battery, this one isn't mine, this one is all beaten up and all the pretty stickers are torn off, and WAIT!, that's not the adapter I sent in, hey where's my a/c adapter. This one isn't my adapter, mine looked like it was still new, it didn't look like this, mine was pretty and it worked, this one is all scratched up, gouged, broken, and the little green lite doesn't even come on either. These parts they sent back are junk, oops, I mean't to say trash, did somebody literally dig these parts out of the dumpster??? Settle down boy, this isn't really happening I think to myself, come on give me back my stuff!! I then hear a little voice in my head say "Steve Jobs I really miss you", "good night Martha". Martha is the make believe QC inspector at ASUS service and she smells like moth balls, pee-uuu! I'm sorry Martha it's you I adore darling, but where is my new replacement battery sweetheart? What, no battery replacements for old guys, I should have known?? I'm crushed peaches! to be continued.....

[alaric_t@hotmail.com]

Wait, what? Did you ever get in contact with Chastity? That sounds rather odd. Generally the adapter you get back from your RMA will have a sticker on it, but that's about it. And what stickers on the battery? Is the notebook okay?

And which center is servicing your notebook?

EDIT: How did you get around your warranty issue? Did you end up needing to pay? If anything, Asus is good at honoring their warranties.

[like2be]

Follow along please, "C" is who? Come on only 10 seconds remaining, hurry, RIGHT! you got it, "C" stands for Chastity.... now if you read my little nightmare story it eludes to the idea that an Asus policy informant, likely the individual who checked in my notebook, apparently at some place called BIZsomething or other.com, well he or she makes an attempt to "VOID" my warranty because of the loose keyboard piece and the ASUS policy nonsense which is what started the snowball rolling. Now, I would presume that that very person is the individual who misplaces or denies receiving my notebook with it's original battery and a/c adapter. I'll want to take some responsibility here and admit that in my subsequent confusion, (stemming mostly from fear that someone else hundreds of miles away will be manipulating my machine,) I fail to read the entire RMA email and I make a mistake of sending in my components along with the G7. Now, Chastity reads my posts and gets involved and takes over, there is a notebook with no battery or adapter, most likely a common occurrence at HQ. Chastity does all repairs including a brilliant tune-up and for some reason questions whether or not I sent in my power components. I thank goodness for Chastity's ingenuity at this point because otherwise the notebook would have come back without. Now to make a long story short, Chastity and I discuss the situation and C orders replacements but somebody up there at HQ bubble wraps a well beaten and damaged a/c adapter and an old scratched up battery and tries to pass them off as either the parts I sent in or new ones. fast forward, they send the notebook back with this junk attached and I go crazy because I'm a diagnosed serious sufferer of OCD and I threaten "C" with a Navy Seal Team invasion if I don't get "scratch free" and fresh replacements post haste. So yesterday and thankfully due to Chastity's patience and perserverence, I receive a brand new a/c adapter but of course ASUS fails to include an equivalent (as to new condition) battery and I'm apparently stuck now with a replacement battery someone up there used as a hockey puck in the lunch room before it was thrown in the trash can, which is where it was most likely retrieved from and then disguised as a fresh new one. So as the story goes, I have been having nightmares and all I see in my dreams is Martha the the QC Inspector giggling as she wraps the ugly plastic parts in bubble wrap so no one will notice, (this is a real money saver if you're in charge of quality control at a big corporation like ASUS) and then sends them to me because I must really deserve this kind of service because I was actually quite stupid and paid retail and everyone knows that if you're stupid enough to pay retail, you deserve to be treated this way! Well I do hope that this has cleared things up a little and thanks for listening but I'm sleepy now and I'm starting to fall off so I'll be getting back to my little nightmare, Hello Martha are you in a good mood this morning, or are you planning to pick on more of our loyal customers today, what fools! ,hahahahahahahahahahahahahahaha!!!.... to be continued

[alaric_t@hotmail.com]

I too suffer from OCD when it comes to electronics, and at the premium these notebooks are supposed to be, I think we deserve nothing less. Luckily, Chastity accommodated for my little quirks and sorted everything out for me nicely. I can certainly understand how frustrating it must be to have a beaten up battery, but you may just have to live with it.

Despite this, that was very entertaining. Thanks for explaining.

[like2be]

It goes something like this, when it comes to bad service and poor customer satisfaction; if you've had a good experience with a service company you're likely to share that information with about three other people. However, if it is a bad experience, statistics prove you'll likely share your experience with about seventeen other people. Now in today's customer satisfaction driven market, competitive as it is with the internet review processes and such, you would think a company like Asus would do whatever they could to keep the natives from becoming restless. So no I'm not planning to live with anything that makes me feel like a overgrown chump-panzee, no sir. I'm going to keep telling this story as often and as many times as I can to prove my point or until someone at the factory delivers me a BRAND NEW BATTERY or acceptable facsimile, just like the one I sent in, plain and simple. The TRUTH is they don't give a damn, so why should we? I hear you though, and I see the apathy everyday in this country and that's exactly what I think is wrong with this situation to begin with. Asus may build hot computers and market themselves mainly to a bunch of youngsters who haven't had to work for anything in their lives anyways, so many will put up with this kinda crap, but I go to work everyday so I demand my monies worth and I want what I pay for, and I want it as promised with a little appreciation and respect as well. Don't forget to read my next chapter, MARTHA IN CUSTOMER SERVICE HAS AN EPIPHANY AND FINALLY REALIZES, QUALITY PRODUCTS ALONG WITH GOOD SERVICE IS JOB #1. p.s. if anyone out there would like to pitch in and share their own "less than stellar" experience feel free. I'll try to behave and just be a good listener, I promise.

[sarge_]

Your rants are so poetic. Good show.

[UA2012]

So my G73 bst-7 is 16 month old now. The touch pad has been an issue since day 1, but now it has gotten to the point of unusable. Thinking to send it for repair... Should I? ?

[like2be]

Thanks sarge and hello there UA2012, nice to make your acquaintance. My G73JH-A1 notebook equipped with the Synaptics one button touchpad has been operating trouble free for the very first time since I purchased it in August 2010, and apparently the correct fix appears to have to do with the removal of an adhesive residue which I'm told is an electrostatic material that stems from the tape product originally used by the manufacturer in assembly to isolate and apparently secure the touchpad. Once removed and replaced with updated tape and the correct adhesive the problems disappear. I was one of the fortunate few to have Chastity at the Fremont, Ca. HQ take control of the RMA file on my machine and I'm delighted with the results. C has also updated the drivers to Synaptics version 15.3.13.0. and the touchpad is now tight and responsive just like it was designed to be. With regard to your hesitation on whether or not to send it in, well that's a question only you can answer. However, at 16 months as you might already know, there are only eight months left of warranty and I would presume that once the word gets out that this fix is the "cats meow" and the guessing game is over, I'm sure many G7'ers out there will likely rush to get them done. I hope that ASUS demonstrates the integrity and business acumen to recall this machine officially for this very reason and extend coverage to "anyone that has been affected that purchased with high expectations and has suffered as you have". It's been a very frustrating dilema to say the least! I actually equate a laptop track pad problem to a new microwave oven that will clean itself and cook anything to perfection except popcorn. Who needs it then! But hey, now at least I know why I got that very sweet and very,very handy gaming mouse with my machine, what a coincidence huh!! Last but not least, take extra care to photograph and document the condition of your laptop before you FedEx, and don't send anything in like I did unless they request it in the RMA, (ie; a/c adapter, battery, mouse, bag, files, cd's, [however I did send in a clean and undamaged dvd so the techs would have something to test with instead of the usual dirty old shop disc) and follow the RMA instructions implicitly. Like I said, I was one of the lucky few to have Chastity repair and tune-up my machine and I am thankful beyond words, oh and speaking of words, Chastity by the way was the only person I spoke with at Asus warranty that spoke natural english, so that was a blessing as well. Remember to protect it, package it, seal it, explain it, prepare it, and do a little asking around prior to shipping it in and try to raise Chastity's attention once you get your RMA# and explain to C exactly how you're feeling about the situation and how it makes you feel, which is obviously nervous. So just be cautious and follow up regularly by telephone and take responsibility for guiding it through the repair process and you'll be fine. Good luck! p.s. I have to laugh sometimes, can you imagine having to wish your neighbor good luck when they take their Mercedes Benz or Macbook in for warranty service repairs, maybe is was a neccessity back in the day, but these days companies like these take really good care of their client base and it certainly shows doesn't it? I just don't think our friends at Asus HQ's understand this yet. I wonder why?

[UA2012]

To your very-very last question in the previous post: I think they have simply calculated that increase in revenue from improved customer service is less than neccessary expendure to improve it. c'est la vie

[like2be]

You may be right my friend but I think it is more of a cultural problem than financial decision on the part of AsusTek. Any well managed Taiwanese company wouldn't have taken nearly two years to respond to or offically address this type of serious product defect and warranty concern. I hold on my belief that this company just doesn't care and it more than likely originates from greedy senior management. The local support network saying one thing while the folks overseas are yet to be heard from reminds me of the Rusty Kettle Used Car lot "Good Guy, Bad Guy" routine. The Damon Runyon approach to business if you will! You know, Look like fish, taste like chicken, or is it the other way around?? I don't know...Au revoir!