G-SYNC Upgrade on ROG G751JY/JT Laptops Now Available!

[Bahz]

UPDATE 8 (June 6, 2016)
I received internal update that the i7-4720HQ motherboards for G751JY models have arrived to our warehouse hub in China and each country should now be able to place order for the parts. The i7-4720HQ motherboards for G751JT models will be arriving soon.

UPDATE 7 (May 13, 2016)
I have confirmed that the i7-4720HQ motherboards for G751JT models will be available by July 1, 2016 and the motherboards for G751JY models will be available by July 8, 2016. Please contact local customer service to be put on the waiting list and our service team will contact you once the parts are in stock. Please note that all dates listed are approximate dates so they could be available a little earlier or a little later.

UPDATE 6 (Apr 13, 2016)
After further discussion, it's confirmed that there's a shortage of i7-4710HQ and i7-4720HQ CPUs. The i7-4750HQ CPUs are in stock and all current G751 G-SYNC models selling on the market do indeed come with i7-4750HQ. The actual performance between i7-4710HQ, i7-4720HQ and i7-4750HQ is very minimal, this is based on actual real application benchmark test results. The user shouldn't notice any major difference during gameplay between the 3 CPUs.

We're going offer the i7-4750HQ for those who want to have the G-SYNC upgrade done now, but for those who prefer to wait for the i7-4710HQ/i7-4720HQ motherboards to come back in stock, we'll have our service team contact you again when they're back in stock. Please note at this moment in time there's no ETA on when the i7-4710HQ/4720HQ models will be back in stock. For other users who have the versions with i7-4860HQ or i7-4870HQ, these two model motherboards are also currently out of stock and we'll also have our service team contact you once they're back in stock.

A memo will sent to all regions to notify them of this update and to have them make sure that all customers are clearly notified that in order to continue with the upgrade now, they'll need to give consent that they accept the i7-4750HQ CPU version as replacement.

UPDATE 5 (Apr 12, 2016)
I received an internal update that isn't 100% confirmed but due to the scarcity of i7-4710HQ and i7-4720HQ CPUs, in order for us to reduce the lead time for the motherboards, we'll be replacing the motherboards with i7-4750HQ instead. I'm informed that the process is already underway and with this change we expect to cut down the lead time significantly.

UPDATE 4 (Mar 11, 2016)
I've been updated that we'll be extending the deadline of this program to July 31st, 2016.

UPDATE 3 (Mar 9, 2016)
I have confirmed that the reason why users have received back a laptop without the motherboard changed is because the motherboard parts were out of stock. Since the service center in Czech Republic have the technical capability to perform the rework on the motherboard, they decided to go ahead and perform the rework on the same motherboard to reduce the lead time for the upgrade process. Not all countries have the technical capability to do this, so for countries where the service centers don’t have the technical capability to perform the rework, they need to order the motherboards that are pre-modified. The entire process is “NOT” just a BIOS update and extra components are needed to be changed on the motherboard. So it will be normal to hear some users confirm that their motherboard was changed on their laptop and some that will confirm that they received back a laptop where the motherboard was not changed.

UPDATE 2 (Feb 2, 2016)
I'm sorry for the late response as I just came back from my vacation (Chinese/Lunar New Year). During this time of course it wouldn't be sane to be working as this is equivalent to Chirstmas for western countries.

I do apologize how this has been a very confusing process for a lot of you. Some countries are already aware of the program and have been trying to contact HQ for more details but of course the CNY break came at a bad time where finally the news started spreading around to all the regions but no one was there to answer all the details.

The program was prepared months in advance, so why the news hasn't properly reached all the regions is really mind boggling for me as well. We're working hard to communicate all the details with all the local countries at this time. We'll probably be extending the program duration due to these delays. Once again I'm sorry for all the confusion and inconvenience caused and we'll be working as quickly as possible to get everything cleared up as soon as possible.

UPDATE:
On behalf of ASUS and ROG I would like apologize for all the confusion caused. I can guarantee to all of you that this upgrade program is indeed legitimate. A program of this magnitude which didn't exclude any countries to begin with has its difficulties because to my knowledge we've never done anything like this before. As some of you mentioned I'm simply a messenger and I was told that all regions were notified of this program and to post it up, however after the first day we found out that this wasn't the case. We originally delayed the announcement by another week so we can notify all the service teams for all regions, but in the end we realized this still wasn't sufficient. We are working hard to communicate and make sure all our customer service teams and call centers around the globe are fully aware of this program, and during this time we ask that you please be patient with us and please try again in one week. If after one week and you are still getting a response that this program doesn't exist, please send me a PM and I will personally handle it and have one of our customer service representatives contact you. We apologize for the all inconveniences caused and thank you for your understanding.

For any existing owners of ROG G751JY/JT laptops (without G-SYNC) who are excited about the new G-SYNC feature, and are wondering if your laptop can be upgraded, ASUS ROG is making it possible! We are excited to offer you the G-SYNC upgrade for the low cost of only US$99 (cost does not include shipping and may vary slightly based on your region). The G-SYNC upgrade offer begins on February 1, 2016 and will end on May 1, 2016.

A hardware, firmware and software retrofit are necessary for your laptop to support G-SYNC. If you are interested in the retrofit service, please vote in the poll and contact our customer support with the following information and our local teams will be in touch (in order for your laptop to be sent in):

1. Your name
2. Country of residence
3. Your email address

Customer Support Link: https://vip.asus.com/VIP2/Services/QuestionForm?lang=en-us

[Myloth792]

Asus CANADA says that the deadline has expired by the 1st of May..... lol

[cl-Albert]

opruitt wrote:
So is this upgrade available in USA or not? I called support and was told no. Now it's after the 5/1 end date. So what are my options, if any?

Myloth792 wrote:
Asus CANADA says that the deadline has expired by the 1st of May..... lol

opruitt, Myloth,

Apologize for the confusion and sounds like we need to update some of our internal information.

Anyway, want to make sure you get on the waiting list before the new deadline.
Not sure if it will be better to call or email, but if you want to try submitting an email, below is the link from the first page of this thread although we probably need a little more time to update all the support staff about the new deadline if you don't mind giving it a little more time.
https://vip.asus.com/VIP2/Services/QuestionForm?lang=en-us&_ga=1.230364949.86578497.1449686018

If you have any problems to get on the waiting list later and are located in the U.S. and Canada, feel free to send me a PM with your case number to look into it. Thanks.

[yanoch]

Myloth792 wrote:
Asus CANADA says that the deadline has expired by the 1st of May..... lol

I live in Montréal. I'm interested in the upgrade but Kinda scared at the same time. Could anyone from Canada tell me how went the upgrade?

[DomGolby]

Since the 10th of March I haven't had a computer that I can use and has G-SYNC enabled.
After the upgrade (4 weeks later) the machine was unusable due to various severe video issues. ( https://goo.gl/photos/ao4cR77x2fDQEwez6 )

I sent it for repair and got back a machine which didn't have G-SYNC.
With the second repair it does have G-SYNC but the display flickers and the machine crashed when changing settings in the G-SYNC pendulum demo.
There is a video and some stills of this flickering ( https://goo.gl/photos/7uP5dQPv6azDMwcj6 ) but either way I didn't pay to diagnose and spent my evenings recording evidence for how my luxury laptop does not work.

I filed another complaint and have been told that the service center was contacted and said there was no issues with the display when it left. If you review the video and photos obviously you would have to be a terrible person to let the machine go back to a customer in that state.

So what else happens after it leaves the service center? The unprotected laptop is placed into a padded container and loaded into a van for delivery by a courier.
Now I presume this works because it's what ASUS chooses to use, it's convenient for the customer sure but does it really provide the necessary protection?
Does that level of protection hold across all the drivers and road types? As it happens every single delivery and pick up from ASUS I have had the same driver.
So by deductive reasoning, it surely has to be the transportation causing damage to the laptop. If it's not me and it's not the service center that only leaves the in between.

However, this apparently doesn't occur to anyone except the customer because you took my money and now I feel cheated and I'm sick of not having a computer.

I've been told all I can be offered at this moment is another RMA.
So what do I tell them? Fingers crossed and 3rd time lucky on standard RMA practice? Ask them to use additional packaging? Another courier?

ASUS, you are wasting my time and I can't buy more of that.

[ciccio80]

DomGolby wrote:
Since the 10th of March I haven't had a computer that I can use and has G-SYNC enabled.
After the upgrade (4 weeks later) the machine was unusable due to various severe video issues. ( https://goo.gl/photos/ao4cR77x2fDQEwez6 )

I sent it for repair and got back a machine which didn't have G-SYNC.
With the second repair it does have G-SYNC but the display flickers and the machine crashed when changing settings in the G-SYNC pendulum demo.
There is a video and some stills of this flickering ( https://goo.gl/photos/7uP5dQPv6azDMwcj6 ) but either way I didn't pay to diagnose and spent my evenings recording evidence for how my luxury laptop does not work.

I filed another complaint and have been told that the service center was contacted and said there was no issues with the display when it left. If you review the video and photos obviously you would have to be a terrible person to let the machine go back to a customer in that state.

So what else happens after it leaves the service center? The unprotected laptop is placed into a padded container and loaded into a van for delivery by a courier.
Now I presume this works because it's what ASUS chooses to use, it's convenient for the customer sure but does it really provide the necessary protection?
Does that level of protection hold across all the drivers and road types? As it happens every single delivery and pick up from ASUS I have had the same driver.
So by deductive reasoning, it surely has to be the transportation causing damage to the laptop. If it's not me and it's not the service center that only leaves the in between.

However, this apparently doesn't occur to anyone except the customer because you took my money and now I feel cheated and I'm sick of not having a computer.

I've been told all I can be offered at this moment is another RMA.
So what do I tell them? Fingers crossed and 3rd time lucky on standard RMA practice? Ask them to use additional packaging? Another courier?

ASUS, you are wasting my time and I can't buy more of that.

Well you already had your share of bad luck, so I wish you a perfectly working laptop (with G-Sync) when it comes back to you.
It must be pretty frustrating to have something like that happen to you. So best of luck! 😉

[BloodyEGO]

DomGolby wrote:
Since the 10th of March I haven't had a computer that I can use and has G-SYNC enabled.
After the upgrade (4 weeks later) the machine was unusable due to various severe video issues. ( https://goo.gl/photos/ao4cR77x2fDQEwez6 )

I sent it for repair and got back a machine which didn't have G-SYNC.
With the second repair it does have G-SYNC but the display flickers and the machine crashed when changing settings in the G-SYNC pendulum demo.
There is a video and some stills of this flickering ( https://goo.gl/photos/7uP5dQPv6azDMwcj6 ) but either way I didn't pay to diagnose and spent my evenings recording evidence for how my luxury laptop does not work.

I filed another complaint and have been told that the service center was contacted and said there was no issues with the display when it left. If you review the video and photos obviously you would have to be a terrible person to let the machine go back to a customer in that state.

So what else happens after it leaves the service center? The unprotected laptop is placed into a padded container and loaded into a van for delivery by a courier.
Now I presume this works because it's what ASUS chooses to use, it's convenient for the customer sure but does it really provide the necessary protection?
Does that level of protection hold across all the drivers and road types? As it happens every single delivery and pick up from ASUS I have had the same driver.
So by deductive reasoning, it surely has to be the transportation causing damage to the laptop. If it's not me and it's not the service center that only leaves the in between.

However, this apparently doesn't occur to anyone except the customer because you took my money and now I feel cheated and I'm sick of not having a computer.

I've been told all I can be offered at this moment is another RMA.
So what do I tell them? Fingers crossed and 3rd time lucky on standard RMA practice? Ask them to use additional packaging? Another courier?

ASUS, you are wasting my time and I can't buy more of that.

guess im the lucky one here since i sniffed the bull**** on ASUS services and didnt send my laptop, despite the excitement when i read first about the upgrade program.
although i kept an eye open, hoping in other countries thing might go smooth, i kept reading and tracing this thread. i was afraid in Romania the service which does reparis and upgrades for ASUS was a ****ty one, reading previous on forums about that company, but looks like the problem is not with the garbage 3rd party services ASUS chooses over EU, but with ASUS themselves, being cheap ****s.
by cheap ****s i mean, they contract these low-life 3rd parties for cost effectiveness. things are like this: we pay for as you my friend stated, a luxury product a big deal of money, ASUS claims they are best in the world and most innovative, so we assume they treat us like gods for the godlike prices they launch their producs for.
in reality, they **** us over with cheap support and imma tell you what i will do: wait for my laptop to become obsolete and ****ing switch to MSI or Alienware or why the **** not RAZER?! at least i know im not going further wth these faggots. My first ROG ever and probably my last. **** YOU ASUS, and i really hope you will lose all your customers for being jerks. go **** yourselves!

[hexaae]

It seems my nightmare has just ended. 🙂

After nearly 1 month I got back my G751JY from ASUS Holland with G-Sync and happily upgraded from 4710HQ to 4860HQ too... but, with audio speakers not working (right audio from left speaker, non-working subwoofer etc.).
So I was forced to RMA it to ASUS Italy in Milan, and here started another nightmare because the repair service there was highly under expectations: asked for warranty proof even if the problem was caused by ASUS Holland -this made me nervous but no prob since I was still in the range-, no communication, slow service, asked for extra cash to simply swap RAM banks in addition to the audio repair process, they also proved to not know well G751JY internals...
Finally after 2 extra weeks I got my G751JY back, with a missing screw-cap and some minor scratches, but audio actually repaired. A friend of mine with high temp issues after ASUS Holland upgrade sent it to the same ASUS repair service in Milan and got his laptop back downgraded to old 4710HQ + 970m without G-Sync with no reason...

So in the end I can finally be happy to have my G751JY upgraded and fully working, a very nice product, but honestly ASUS service for me was an unexpected nightmare and will think twice or triple next time I'll have to buy a ROG just for this sole reason. And don't forget these are 1500€ products where a bit more attention was legit to be expected, not cheap consumers HW. Then, there are also a few eternal BIOS/software issues with these ROG models, never fixed (e.g. USB ports randomly disconnecting on the left, lid opening issues on G752VY...).

I really hope ASUS will QUICKLY improve HW/SW support and QA in general or will see many users flee away, despite the good HW, build quality, materials, design, and prices.


Thanks Bahz for his infinite patience and his coordination in this crazy ASUS world.

[ewil]

hexaae wrote:
It seems my nightmare has just ended. 🙂

After nearly 1 month I got back my G751JY from ASUS Holland with G-Sync and happily upgraded from 4710HQ to 4860HQ too... but, with audio speakers not working (right audio from left speaker, non-working subwoofer etc.).
So I was forced to RMA it to ASUS Italy in Milan, and here started another nightmare because the repair service there was highly under expectations: asked for warranty proof even if the problem was caused by ASUS Holland -this made me nervous but no prob since I was still in the range-, no communication, slow service, asked for extra cash to simply swap RAM banks in addition to the audio repair process, they also proved to not know well G751JY internals...
Finally after 2 extra weeks I got my G751JY back, with a missing screw-cap and some minor scratches, but audio actually repaired. A friend of mine with high temp issues after ASUS Holland upgrade sent it to the same ASUS repair service in Milan and got his laptop back downgraded to old 4710HQ + 970m without G-Sync with no reason...

So in the end I can finally be happy to have my G751JY upgraded and fully working, a very nice product, but honestly ASUS service for me was an unexpected nightmare and will think twice or triple next time I'll have to buy a ROG just for this sole reason. And don't forget these are 1500€ products where a bit more attention was legit to be expected, not cheap consumers HW. Then, there are also a few eternal BIOS/software issues with these ROG models, never fixed (e.g. USB ports randomly disconnecting on the left, lid opening issues on G752VY...).

I really hope ASUS will QUICKLY improve HW/SW support and QA in general or will see many users flee away, despite the good HW, build quality, materials, design, and prices.


Thanks Bahz for his infinite patience and his coordination in this crazy ASUS world.

Hey do you notice any actual difference from 4710HQ to 4860HQ ? I got contacted by local asus service that my replacement motherboard with gsync arived, but they told me its with 4710HQ CPU, so now im not sure if i should go through with it or wait some more.
I'm on G751JY with 4710HQ now.

[Bahz]

ewil wrote:
Hey do you notice any actual difference from 4710HQ to 4860HQ ? I got contacted by local asus service that my replacement motherboard with gsync arived, but they told me its with 4710HQ CPU, so now im not sure if i should go through with it or wait some more.
I'm on G751JY with 4710HQ now.

I just wanted to be clear again that this program is all about getting G-SYNC working for users who want it, and it was never about getting CPU or GPU upgrades. Some users have posted that they were upgraded from i7-4710HQ to i7-4860HQ, unfortunately this won't happen for everyone and the majority (95%+) will be getting back the same CPU and GPU. Some people get lucky because of certain circumstances but we're not offering free CPU or GPU upgrades and there's nothing more to that.

For those users who have their laptop sent in and are afraid you might be getting the i7-4750HQ instead of the i7-4720HQ, fear not, if you didn't give your written or verbal consent to accept the i7-4750HQ then that won't happen. In the case that our service teams have messed up and you do get back a laptop with i7-4750HQ without your consent, please PM me immediately and I'll follow up on this right away and we'll have the issue rectified for you as soon as possible.

[nvr21]

@Bahz

hey Bahz i'm a little dissapointed because we finally got an answer from the 3rd party service called ESC-IT and they are asking more than 160 Euros for this upgrade (160+TVA). That is a lot lol.
Here is the message that i got from them

Buna ziua,

Pretul pt G-Synk este de 160 euro + tva, dureaza aproximativ 10-30 de zile. Factura se achita inainte. Pasii sunt urmatorii:
- emitem factura , vi-o trimitem pe mail, o achitati, imi trimiteti copie dupa confirmarea platii.
- Deschidem caz la Asus, comandam placa de baza, cand o avem va anuntam, aduceti/trimiteti notebook-ul, o montam.

Multumesc / Thank you and best regards,
--------------------------------
Ovidiu Bernicu
Director Adjunct

Hello,

For G- Sync price is 160 euros + vat it will take about 10-30 days . The invoice is paid before. The steps are:
- Issue the invoice we send you to mail ,you pay , send me a copy of the order confirmation .
- Open the case at Asus, the motherboard ordering, when we have we announce you , bring / send notebook , we mount .

Thanks / Thank you and best regards ,
--------------------------------
Ovidiu Bernicu
Deputy Director

So bye bye G-sync for me the price is seriosly high and this upgrade is going to be made by one of the worst service in Romania.
Thanks Bahz for everything but i prefer to stay without this upgrade.