Anyone with any influence at ASUS please help me!

[like2be]

I am so deeply dissapointed and saddened by the service response I got today from Asus Warranty that I had to share my feelings and frustrations with this board in the hopes that someone out there will offer some guidance as to where or what I should attempt next to have my G73JH repaired by warranty and returned in good condition and working order. I have been following "all" the posts that have been submitted on this product, especially those concerning the touch pad issues because as you might have guessed, the only substantial problem so far has been just that, the daily misery of attempting to use this computer for business and some occasional gaming while having to deal with the frustration of the "mind of it's own" Synaptics touch pad. It's been about a week since I returned the RMA'd G7 and since then I hadn't heard or received any notification, so I decided to call the service dept. this evening. Along with the carefully packaged notebook, I included a checklist indicating a few other concerns, #1. missing rubber feet, #2. loud fans indicating possible overheating, #3. loosened print scr key and an unnoticeable crack beneath the space bar on the keyboard key "plastic surround". Basically what I was told by the service agent and then again by his Supervisor was that the computer was being held pending my response to an email (which was never sent or recieved by the way) stating that because of the other damages to the computer, namely (the broken plastic surround under the keyboard) that the warranty is "VOID" and they will not repair the track pad or anything else. It really came as a surprise especially because I was actually learning to live with the trackpad problem but only sent it in because of the new problems, the popped off and missing prt scr key and the broken plastic, so now what do I do and how can I administrate this claim with ASUS and get the warranty service I deserve without having to file further complaints or a possible lawsuit? Really sorry for the lengthy post but I just want to get my laptop back in one piece and hopefully with a new touch pad. Thanks in advance for any advice you can offer.

[BrodyBoy]

You could try contacting Chastity here on the forum.

In all fairness, though, your description of a crack in the top surface suggests physical damage. It's not that easy to crack the top cover, so I'm guessing the Asus techs are assuming your computer took a serious blow near the touchpad, possibly causing its defective behavior.

I realize that may not be the case, but you'll probably have to try and do some convincing that the touchpad and the broken top cover are unrelated. Good luck, and as I suggested earlier, see if Chastity can look into it for you.

[like2be]

Originally Posted by BrodyBoy

You could try contacting Chastity here on the forum.

In all fairness, though, your description of a crack in the top surface suggests physical damage. It's not that easy to crack the top cover, so I'm guessing the Asus techs are assuming your computer took a serious blow near the touchpad, possibly causing its defective behavior.

I realize that may not be the case, but you'll probably have to try and do some convincing that the touchpad and the broken top cover are unrelated. Good luck, and as I suggested earlier, see if Chastity can look into it for you.

Thank you BrodyBoy for your advice. In my explanation letter to ASUS service I included the following;
Please repair or replace the following items;

1. The track pad does not operate properly. On an intermittent basis, the cursor / arrow will move out of control and cannot be controlled. The track pad driver features do not work properly either and/or have been turned off as well to help tolerate the problem. The currently installed track pad driver is from the Synaptic website (I’ve tried both from ASUS ) and has so far proven to work the best. Please renovate or replace this track pad with the new updated three button track pad if possible.
2. The Prt SC SysRq key on the keyboard became loose and has fallen off. In an attempt to reattach it myself, I inadvertently cracked the keyboard surround beneath the space bar key. Please repair and let me know what the plastic surround will cost if necessary I must pay.
3. Replace and sufficiently affix all missing “rubber feet” on underside of computer case.
4. The fans run excessively fast and loud most of the time. Please check to make sure unit isn’t overheating.
5. Please inspect computer case upon receipt and return unit in scratch free condition. I will not accept any damage to the finish on the outer case/casing or the monitor screen.

It's really pretty simple to understand considering the fact that I admitted to cracking the key surround (just so there is no misunderstanding, it's the flimsy plastic piece surrounding the keys themselves, not the top cover) myself attempting to repair the loose key. I took the responsibility to identify the problem, clarified my intentions in attempting to reaffix the loose print key and the willingness to even pay for the parts if necessary. It simply is just a matter of whether or not they can get away with not owning up to the responsibility of their warranty promise. I think if they cared enough about their customers this would be a non issue. Imagine it this way if you will, I scratch the paint on the hood of my pick up truck while replacing the windshield wiper blades, and as a result the manufacturer voids my 36,000 mile engine warranty because I attempted to polish out the scratch myself. I just don't think it's fair and the service reviews that I've been reading all over the web including this site seem to prove it. When are we going to stop accepting this kind of service from companies like ASUS and demand only what is simply right and fair and very well paid for? $1699. plus tax to be exact at Fry's Electronics, another customer service organization that has failed brilliantly in my opinion. They specialize in taking the money and running in my opinion. For that matter ASUS could have at least made an attempt to rationalize the situation by talking to me first and offering some kind of solution other than voiding my warranty. The tragic part about all of this is that I have been an ASUS consumer for well over 15 years now and I've literally spent thousands buying their computers and parts over the years but I'm getting really tired of this kind of BS and won't walk away with my tale between my legs I assure you. Thanks anyways, and by the way if Chasity is affiliated with ASUS in any official kind of way, I would appreciate her unsolicited response as well.

[rysher]

asus warranty is down the crapper.
i experienced the same thing as you but on a different model laptop.
they tried not to cover the warranty telling me it was user induced,
really? , who in there right mind would intentionally damage their $1000 laptop?

and if it wasnt done intentionally, it would be accidental right?
this is where the ADW kicks in, but they'll try to not cover it.

[sarge_]

PM Chastity.

[corpses3]

Originally Posted by like2be

I am so deeply dissapointed and saddened by the service response I got today from Asus Warranty that I had to share my feelings and frustrations with this board in the hopes that someone out there will offer some guidance as to where or what I should attempt next to have my G73JH repaired by warranty and returned in good condition and working order. I have been following "all" the posts that have been submitted on this product, especially those concerning the touch pad issues because as you might have guessed, the only substantial problem so far has been just that, the daily misery of attempting to use this computer for business and some occasional gaming while having to deal with the frustration of the "mind of it's own" Synaptics touch pad. It's been about a week since I returned the RMA'd G7 and since then I hadn't heard or received any notification, so I decided to call the service dept. this evening. Along with the carefully packaged notebook, I included a checklist indicating a few other concerns, #1. missing rubber feet, #2. loud fans indicating possible overheating, #3. loosened print scr key and an unnoticeable crack beneath the space bar on the keyboard key "plastic surround". Basically what I was told by the service agent and then again by his Supervisor was that the computer was being held pending my response to an email (which was never sent or recieved by the way) stating that because of the other damages to the computer, namely (the broken plastic surround under the keyboard) that the warranty is "VOID" and they will not repair the track pad or anything else. It really came as a surprise especially because I was actually learning to live with the trackpad problem but only sent it in because of the new problems, the popped off and missing prt scr key and the broken plastic, so now what do I do and how can I administrate this claim with ASUS and get the warranty service I deserve without having to file further complaints or a possible lawsuit? Really sorry for the lengthy post but I just want to get my laptop back in one piece and hopefully with a new touch pad. Thanks in advance for any advice you can offer.

Asus + Business doesn't go well together.

[like2be]

Thanks to all

[tony_k]

wow, i'm floored by this story.

the phrase "penny-wise and pound-foolish" comes to mind in thinking of how to describe ASUS on their support policies.

i myself have a g73jh-a1 and have been plagued for the past two years with the lame touchpad issue, so i feel the pain.

seriously, how much money is ASUS saving with these kind of tactics vs. how many potential customers they will lose with squirrelly support policy.

i think the issue is that the support org probably gets judged at how good they are at weaseling out of coverage vs how pleased their customers are.

[like2be]

Thanks for the reply Tony K, and you're exzactly right! It would be one thing if this company were peddling laptops at $299.00 with a " u break it, u keep it" gaurranty. But that's hardly the case. It's not the money, this company specializes in high ticket peripheral components, and it's usually decent stuff in general. So why INSULT your flagship customers to save nickels. SHAME ON THE ASUS CORPORATION... I for one have always been loyal to this manufacturer and now for about $5.00 worth of plastic they're telling me and my family to go take a hike. I did a tally of what I have in use/service from ASUS in my office and home of a wife and four children and 13 employees and it looks something like this; 7- notebooks, 11-video cards, 6-motherboards and at least the same amount of out-of-service ASUS components on the recycling pile up in the attic. In my opinion, the management at ASUS deserve nothing less than a "track pad" class action lawsuit. I'm serious, when I read how much has been written about service denial with this company it makes my skin crawl, and we keep going back for more because of the flashy boxes and the hidden lies in their advertising, marketing and warranty promises.

I received the "OUT OF WARRANTY" quote in my email tonight and it reads as follows;

Below is your Out of Warranty Quote.


If you would like to continue with repairs for your ASUS product, please return the completed and signed credit card form by one of the following methods:

Fax: 510-797-XXXX (Attn: Savanah)

Email: (PDF/JPG formats accepted only)



Payment will need to be received no later than ( 01/20/12 ) to prevent your RMA from being returned unrepaired on ( 01/23/12 ). Repair process is approximately 3-5 business days from once payment is approved (excludes: parts on backorder and/or shipping/transit time).



Cost of repairs (all amounts are USD) – enter amounts on credit card form:

Parts - $40.00 (Keyboard- (Missing key caps/ physical damage)- $20.00, Video Graphics Heat Sink- $10.00, & Touch Pad- $10.00)

Labor - $65.00

Shipping – please select one shipping method only on credit card form

Sales Tax** – please select one option only on credit card form



**Only if you reside in California or Canada will sales tax be charged. If you are outside California or Canada, please select “none”.



IMPORTANT: It is required that all amounts and totals be filled in by you directly, based on the quote we have provided. All credit card forms must be received with a physical signature for credit card payment processing. If sending via email, you will need to complete the form, sign, and scan as a PDF/JPG format. If any of this required information is missing/incorrect, Asus will request that you update and resubmit the form. It is important to provide a completed accurate form to avoid any delay in the repair process.

Sorry to rant and rave but this is a less than one year old notebook that is still in virtually "right out of the box" condition. I take very good care of my electronics, always in it's bag, and as "rysher" mentioned in an earliar post "who in their right mind would abuse a $1700.00 laptop and then send it in while denying any wrong doing. Give me a break! I think it's time for all of us who have suffered with this nonsense to "OCCUPY ASUS", and put a stop once and for all to this type of abuse and customer treatment and dissatisfaction. We should stop just talking about it. It's this type of behavior one might expect from a used car dealer in a crappy part of town. It's probably illegal, it's definately unjustified and it deserves a customer satisfaction score, on a scale of 1 to 10 of about a -5. They should all be ashamed of themselves and the people in charge of service repairs at ASUS should all be fired for allowing it to happen, and I don't care how much it costs them or how much they're saving. STOP RATIONALIZING DAMMIT! It's still a cheat!! I rest my case, at least for tonight.

[like2be]

https://docs.google.com/viewer?a=v&p...HZHlWD7VFJK0pw


Here is a close-up photo of my so called abused laptop. Please notice the subject keyboard and why ASUS has decided to VOID WARRANTY SERVICE because of all the abuse and physical damage. WHAT PHYSICAL DAMAGE??? ONE LOOSE KEYBOARD KEY, THAT'S RIGHT (1) LOOSE, NOT EVEN MISSING PRT SCR KEY. The key surround is cracked as well beneath the space bar, can you see it? BELIEVE IT OR NOT! Is this ridiculous or am I just having a nightmare?