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

[hexaae]

CLass wrote:
i decided to tear it down completely (again, already inserted Dual-Channeled DDR3) and repaste the whole CPU/GPU Combo.

Good thing: IT WORKED! I used the best available Paste to me called "Phobya HeGrease Standard" and now im sitting at 85C MAX (Prime95/Division/3DMark).
Not Overwhelming results, but at least I and of course the Laptop can live with it.:cool:

No surprise. It's well known ALL high temp issues are due to bad pasting in ASUS laptops. ALL users who did repasting by themselves got -10/-15°C both on CPU and GPU. ASUS factory pasting is known to be really bad. That's why I asked many times in this thread to make repaste regular procedure included with this G-Sync thing... since we also paid 122€, but nothing happened and no official communication was given to the labs AFAICU. Better to have unsatisfied customers spreading their bad experience around with ASUS and additional RMAs probably, than a reasonable preventive approach

[slav82]

Hi Bahz and ROGers , i still wasn't contacted by anyone else except you Bahz.
No one from ASUS Poland thinks i deserve some kind apology or anything regarding
their lack of knowledge of their own products. Not to mention that i paid in front for that service.
Its been almost 3 weeks now since im stuck with G751jt instead my G751jy.
I know sometimes things can go sideways. I work myself as Field Service , and i can tell if something like that would happen to one of my users i would
do everything to keep them informed and provide fix ASAP. Also i cant even imagine what would my escalation manager said.

Simple email with time frame or any sign of customer support would be nice in situation like mine.
Even if they short on parts now , i should be informed.
I'm not blaming you Bahz , you do your part and i really appreciate all your help.
But whoever is in charge in ASUS Poland should have nice talk with someone from ASUS HQ.

[slav82]

So far this looks like my experience :
https://www.youtube.com/watch?v=hAjzvy94JsM

[Bahz]

slav82 wrote:
Hi Bahz and ROGers , i still wasn't contacted by anyone else except you Bahz.
No one from ASUS Poland thinks i deserve some kind apology or anything regarding
their lack of knowledge of their own products. Not to mention that i paid in front for that service.
Its been almost 3 weeks now since im stuck with G751jt instead my G751jy.
I know sometimes things can go sideways. I work myself as Field Service , and i can tell if something like that would happen to one of my users i would
do everything to keep them informed and provide fix ASAP. Also i cant even imagine what would my escalation manager said.

Simple email with time frame or any sign of customer support would be nice in situation like mine.
Even if they short on parts now , i should be informed.
I'm not blaming you Bahz , you do your part and i really appreciate all your help.
But whoever is in charge in ASUS Poland should have nice talk with someone from ASUS HQ.

Slav, I'm terribly sorry for what you have gone through, it's absolutely unacceptable. I've followed up with the HQ service team here in Taiwan and they'll follow up with the Poland service team again. I've pasted what you wrote and escalated this further.

Like what Albert said, we need feedback such as this to let upper management know what's going on from the front line, sometimes they don't know that this is going on. I'm sure through these cases that upper management will see and will make proper adjustments to make sure these kind of issues won't happen again.

[warryabel]

Bahz wrote:
Slav, I'm terribly sorry for what you have gone through, it's absolutely unacceptable. I've followed up with the HQ service team here in Taiwan and they'll follow up with the Poland service team again. I've pasted what you wrote and escalated this further.

Like what Albert said, we need feedback such as this to let upper management know what's going on from the front line, sometimes they don't know that this is going on. I'm sure through these cases that upper management will see and will make proper adjustments to make sure these kind of issues won't happen again.

on from the front line... is this war?

[Bahz]

warryabel wrote:
on from the front line... is this war?

Nice play with the words 🙂

Front line can mean the first layer of people who directly communicate with users. Even myself I'm considered a front line person because I'm communicating with people directly on the forums. At least this is quite common phrase that's used in Canada, can't say same for the rest of the world.

[slav82]

Bahz wrote:
Slav, I'm terribly sorry for what you have gone through, it's absolutely unacceptable. I've followed up with the HQ service team here in Taiwan and they'll follow up with the Poland service team again. I've pasted what you wrote and escalated this further.

Like what Albert said, we need feedback such as this to let upper management know what's going on from the front line, sometimes they don't know that this is going on. I'm sure through these cases that upper management will see and will make proper adjustments to make sure these kind of issues won't happen again.

Thank you Bahz and cl Albert , hope things will be better now if upper management knows. ASUS Poland had 3 weeks to straight things up. I'm patient person , but there is always a limit.
Also if there is a chance i can get upgrade to G752 ( im willing to pay for it ) i will take it. I think that this would be fare considering all.

[JazzDemon]

Hi, is there a date which the laptop needs to have been purchased after in order to qualify for the upgrade?

I emailed ASUS support and got the following response saying they can only do the upgrade to laptops purchased after 1st Feb 2016. I was under the impression that all models released after this date already come with G-Sync installed?

Dear Sir/ Madam,

Thank you for contacting Asus complaint team.

Kindly be advised that we can confirm that Asus offer a G-Sync upgrade.
This upgrade is for units that are purchased between February 1 2016 and May 1 2016.
The costs for the upgrade are £115.92.

Our apologies for the inconveniences caused to you.
Should you have any questions regarding the above, please do not hesitate to contact us.

Kind regards
Mieke v T.
ASUS UK Support team

Hotline: 01442-265548
Email: http://vip.asus.com/eservice/techserv.aspx

[vempatyappu]

I dont think so as I asked him for alternate means of communication and he told me only through pm on the ROG forum.

[Pegasus177]

Thanks vempattyappu for replying. I have given up to be honest.
It's clear to me at this stage that the ASUS staff training manual must encourage them to ignore people if they mess up or don't want to help resolve a issue. I have a slew of ASUS products. I get about 10 stupid advertising emails from ASUS every month across 2 email addresses but not one of them informed me about this upgrade, yet i still managed to find out through sheer luck. Made contact with ASUS well within the time limit of this upgrade. Was told I was eligible and asked for my details by a member of ASUS staff (Andra). Did as she asked and never heard from her again despite many follow up emails. Contacted multiple ASUS staff by phone who all confirmed they could see my emails to Andra and would take every step to resolve the issue... not one of them made contact with me ever again. Made my plight public in this forum and Bahz immediately responded telling me to PM him. Did so and he too said he would have people look into it.... it's now been over a month and no prizes for guessing how long I've been waiting for a reply. I've always sang ASUS praises and own quite the collection of their products myself, Hero maximus VII, 2 GTX970's strix, ROG swift PQ, G751jy, my brothers G2OAJ and a GTX660TI in my old PC. You would think that being a paying customer supporting their business would be enough for one of them to feint enough interest to at least reply. Well from now on if someone asks my thoughts on a ASUS product I'll appropriately warn them that should something go wrong with it they shouldn't hold their breath for a response. Speaking from (multiple) experience, they may never get one...