Asus Service is Horrible (RMA Procedure fail and hardware downgrade)

[tijo]

What likely happened is that the tech put a G53SW board in your G53SX. I'd check what CPU-Z has to say about the mainboard.

[C4RN1]

Surprisingly cpu-z says it's a g53sx board, that stumps me even more. Why would they use a gtx460m if the 560m would have worked?

[tijo]

Well, the tech who replaced the GPU probably made a mistake. It's not something that should happen, that is for sure. On the bright side, you got an older GPU that performs better.

[~~Tito~~]

This has happened to me but with RAM. I had 16gb of G.Skill ram, 4gb was swapped out for the Hynix RAM. I have been fighting ever since that happened, but I gave up, sold the RAM and REPURCHASED the G.Skill RAM.

[cl-jeffrey]

Hello my name is Jeffrey and I work for ASUS Customer Loyalty Team

Sorry to hear that the repair center gave you a different version motherboard.

What is your RMA or service number that was given to you. You said you purchase this unit from ebay that the warranty will only be 90 days because your unit is refurbished.

Please email me your serial number so I can look more into detail and see if that was our mistake or not.

Please reply with reference# C1042-79. You can email me at cl-jeffrey@asus.com. ASUS strives to meet and exceeds our customer expectations within our warranty policy.

[tijo]

This has happened to me but with RAM. I had 16gb of G.Skill ram, 4gb was swapped out for the Hynix RAM. I have been fighting ever since that happened, but I gave up, sold the RAM and REPURCHASED the G.Skill RAM.

This kind of things happens because they swap the entire motherboard with all the components already on it. It shouldn't happen, but since it does happen sometimes, i tend to return Asus notebooks with their default config if i need to RMA.

[Cylphid]

This kind of things happens because they swap the entire motherboard with all the components already on it. It shouldn't happen, but since it does happen sometimes, i tend to return Asus notebooks with their default config if i need to RMA.

Good to know, thanks.

Now I'm really nervous about getting my RMA back....

[tijo]

Well, every time i sent a notebook for RMA, i also had to fill a form listing which components were in it. If the tech does his job as he should, you'll get your hardware back the way you sent it. I personally, never had problems with my Asus RMAs. Also note that they don't automatically change the motherboard, they change it if it needs changing or if they can't find the problem.

When i RMA'ed my N50 i got a new motherboard because they couldn't pinpoint the problem i had. I also got a pretty good paste job, everything in it runs cool (for the hardware it packs)

[C4RN1]

I emailed cl-jeffrey with my 2 rma numbers and my case number for my missing power adapter. Hopefully something gets done fairly soon, i'm losing my patience with asus. I still haven't sent out the computer again since i've had it in my possession for just a couple days (asus has had it longer than i have). It's a pretty sad i have to send it back again. If i could talk to someone on the phone from the us that speaks english well and knows what they're doing maybe i can get somewhere.

Like i said i used the computer for about 45 mins before it bricked from the bios flash. I'm sure asus gets these all the time and they should learn how to reflash the bios to repair the motherboard instead of replacing it. It's probably more cost effective than replacing the board.

Anyway i think i'll wait till i speak to a rep before i send this computer out again.

I want to note that this computer was probably a display so it wasn't refurbished by asus or anyone else. It probably had the operating system restored from the recovery partition and sold as refurbished. It was never taken apart, it has the i7 @2.0ghz, 12gb ram, 750gb hdd and gtx560m gpu. Those are the stock specs, that's how it was sent to asus (all stock specs). The 2 year warranty started on July 2011 so the warranty expires on July 2013. There is no 90 day limitation i am aware of.

[Cylphid]

Well, first off, My intent isn't to hijack this thread -I'll make my own thread later after I get a hold of customer service again.

I just want to reinforce the OP's assertion regarding Asus RMA service as I just got my G74 back.

Un-flipping-believable. doesn't even cover it.