Hello ROG team,
Let me give some brief context. Due to Intel's degradation problem, my CPU was almost non functional with every single game crashing, 0 Undervolt potential, Blue Screens, IO port disconnect and reconnects(stuttering of keyboard and mouse with the distinct windows sound), memory access errors during shut down, excessive overheating, underwhelming CPU performance in games, amongst others and it degraded eventually over time
As a uni student, I finally found time to submit an RMA request in December.
- Customer Support agent was borderline unhelpful. CS agent recommended an On site warranty service center and I contacted them.
- Appointment was fixed on 3rd January 2025, engineer not only didn't show up and kept postponing but also wasted a lot of my precious time. Finally I was given the number of another person and asked "Not to bother the former engineer anymore."
- I was forced to contact CS again and once again they recommended the same service center along with a few more which are not even in the same state with extremely negative/no reviews at all. I refused and asked for assistance with whole product replacement and I was told that the "CS's seniors" would email me within 72 business hours.
- Never got the email but I was contacted once again by the former engineer and after another day of postponing they finally came to inspect. Incidents happened which I will go into details in a few moments.
- I was told the new motherboard would arrive(I requested for brand new and was assured I would get a brand new one by the engineer) after 4 days. 5 days passed, I called the engineer to confirm when they would come in for the fix and they just said that the motherboard had arrived, with emphasis that it was a new motherboard.
The next day I called to ask him to come in for the fix as I was free for a while. Suddenly the engineer says, "Parts not received. Parts not received. I will call you when I get the parts." Waited until Tuesday(a week from promised arrival date) and the engineer finally came to fix. The email complaint I sent to the manager of the service center: TVS Electronics Ltd, picture attached below; ()
(ghosted by the manager as usual)
Hello, I am contacting about the recent motherboard and USB replacement. RMA: INNQSC0067Product SN: R2NRKD01517205C
LM: Liquid Metal
On site Technician/Engineer: Dhanasekaran
1. The replacement motherboard provided is an old refurbished one with Liquid Metal oxides visible on both the CPU and GPU die. The GPU die's plastic protection around the die has a small divot on the bottom left indicating trapped air which could cause LM leakage over time. The board also arrived dusty with slight scratches on the underside.
I would like to request Asus to provide a proper brand new motherboard for the G834JY as I have only accepted the current board as a temporary fix.
2. Engineer's servicing: Extremely poor work. Did not bring adequate amount of liquid metal and ran out mid service. He did not carry any rubbing alcohol to clean the oxidised LM off the heatsink. Upon pointing out, he kept arguing and continued to apply the new LM on the old oxidised LM attached to the copper heatsink.
3. Heatsink Damage by technician: During inspection, the technician took apart the laptop and during reassembly, the did not fit the copper heatsink properly resulting in a large amount of flex. He proceeded to bend the heatpipes to seat down the heatsink even after being repeatedly told not to. Technican refused to take apart the heatsink to check for any debris/wires restricting proper seating.
4. Unable to test in front of technician: The technician took an extremely long time to patch up software sode of things i.e (remap the windows activation key to the current motherboard) with an outdated software app refusing to cancel the bugged application for a long time. As a result l (customer) was not able to perform any intensive tests in front of the technician as it was very late.
Actions Performed Immediately After Board Replacement:
BIOS Version 331 with 0x12B patch was installed (Latest)
Problems:
CPU and GPU both are overheating a lot due to possible causes being
i) Inappropriate LM application. (Point 2)
ii) Damaged heatsink due to pressure applied, therefore no longer making proper contact(Point 3)
iii) Damaged CPU and GPU of the replaced motherboard (Point 1)
I would like to request another proper LM repasting possibly by a different engineer preferably on 2nd February or 3rd February.
In case that is not the solution I would like the heatsink along with the motherboard, replaced whenever possible through trial and error. Attached below you will find necessary resources for reference.
Point 3 Technician bending heatpipe
Point 1 Burn Marks on GPU and CPU.
High Quality Vid 1 (Top side GPU CPU)
Vid 2 (Under side - Held by technician)
Point 2 Poor Application of LM
LM residue can be seen attached to the heatsink and left uncleaned in the image
Point 4 Technician using a bugged application (Asus WTP) wasting a lot of precious time
Overheating issue
Attached below are the recorded temperatures of CPU. Note that the CPU package temp is hitting 101°C
Here is a gameplay footage with live benchmarks and temperatures of both CPU and GPU. Please compare it with attached youtube video timestamped 8:41
Attached below are some attachments if the Google Drive links fail in future.
Thank you very much for your time. I would really appreciate it if this issue were expedited. As mentioned a proper PM application on 2nd/3rd February would be much appreciated. Please forward this information to the respective Asus department. Have a great day.
With high regards
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Please look into this as I will not tolerate a used, refurbished old motherboard. For any further details please reply to me and ask for any information you may require in DMs along with any phone numbers.
Phone conversations that took place were not recorded for evidence for privacy reasons.
Posting ss of email just in case something gets removed due to html incompatibility.

