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

Bahz
Level 13
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
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1,388 REPLIES 1,388

Pegasus177 wrote:
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...


Hi Pegasus177,
I feel your pain, I too waited long time to get my G751JY i7-4710HQ w/out G-sync upgraded.
Be patient & persistent w/ contacting ASUS Customer Service, it took two times sending my notebook in
in the US after getting two different RMA's for this G-sync upgrade & over 7 months waiting before I finally got G-sync upgrade on my 2ND issued RMA.
I was 1 of the first signed up for this from the US.
I also know per @Bahz & @cl-Albert that in the US the G751JY/JT G-sync upgrades are taking much longer due to mainboard stock issues, etc
than ASUS had hoped for but they are trying really hard to obtain these legacy Intel i7 CPU's for the 1.5 - 2 year old G751JY/JT G-sync notebook mainboards.
Both @Bahz & @cl-Albert also have many other job responsibilities w/ ASUS, but I'm sure they will get around to responding to your PMs provided
they actually received them? Good luck & make sure you addressed PM correctly and call ASUS Customer service to ensure you're on the G751JY/JT
waiting list. I'm sure ASUS will not screw you over, especially since you are a valued customer with numerous ASUS registered products. I too was impatient but they did come through w/ my G751JY i7-4720HQ G-sync upgrade it just took a real long time to finally receive it and the wait list is pretty long in US & World wide for this G751JY/JT G-sync upgrade.

cl-Albert
US Customer Loyalty Agent
Jon G wrote:

I also know per @Bahz & @cl-Albert that in the US the G751JY/JT G-sync upgrades are taking much longer due to mainboard stock issues, etc
than ASUS had hoped for but they are trying really hard to obtain these legacy Intel i7 CPU's for the 1.5 - 2 year old G751JY/JT G-sync notebook mainboards.


fyi.

As far as I know, all the U.S. customers who signed up before the deadline should have been contacted by now and we're getting ready to shutdown this program in the U.S., so if any interested U.S. customers on the sign-up list were contacted by ASUS customer service about this and haven't replied yet, they should do this real soon to see if it can still be arranged.
Otherwise, feel free to send me a PM at cl-Albert if you are already on the U.S list and having any problems to arrange this.

Unfortunately, I'm not sure what is happening with the other regions, so if you signed up before the deadline and are not located in the U.S. or Canada, try to check with your local ASUS support if you haven't already, or try to get the attention of Bahz or others at ASUS HQ to see if they can help look into it. Thanks.

Jon-G
I know what you are saying but for all your waiting you at least had correspondence. I had nothing. Nobody from ASUS replies to me, none of them ring back or actually follow up when the claim they are going too. The first lady I dealt with Andra replied once to tell me I was eligible and then never responded again. Staff of my countries ASUS support team said they would look into it or find out why Andra never replied and get back.. I never heard from them again despite countless phone calls. Not one called back or investigated. Bahz hasn't replied now for 5 weeks.
It just feels like I slipped through the cracks and now they are ignoring me in the hopes I go away
Venting a bit. I apologise, just very frustrating. If they had even taken a moment to acknowledge my issue or had just been blunt and told me straight out ' you aren't getting it' I think I would have preferred it to the cold shoulder I got instead

Pegasus177 wrote:
Jon-G
I know what you are saying but for all your waiting you at least had correspondence. I had nothing. Nobody from ASUS replies to me, none of them ring back or actually follow up when the claim they are going too. The first lady I dealt with Andra replied once to tell me I was eligible and then never responded again. Staff of my countries ASUS support team said they would look into it or find out why Andra never replied and get back.. I never heard from them again despite countless phone calls. Not one called back or investigated. Bahz hasn't replied now for 5 weeks.
It just feels like I slipped through the cracks and now they are ignoring me in the hopes I go away
Venting a bit. I apologise, just very frustrating. If they had even taken a moment to acknowledge my issue or had just been blunt and told me straight out ' you aren't getting it' I think I would have preferred it to the cold shoulder I got instead


Hi Pegasus177,
Hope you get contacted soon or can somehow find out if your on the G751JY/JT G-sync upgrade waiting list for your region at least. I can tell you during my 7 month wait from initial contact it would often go 1 week - 2.5 months between correspondences & 1 week - month after initial contact w/ ASUS service. But you're correct, even when waiting 2 months at certain points at least I had previous confirmation that I was on waiting
list & that ASUS was actively attempting to obtain more legacy Intel i7 CPUs from their suppliers for the G751JY/JT G-sync mainboards, and that was the hold up. You need to call your regional ASUS Customer Service again and insist on finding out if you're even on the G751JY/JT G-sync upgrade waiting list for your region (find this out before you end the call)? If not, unfortunately none of this matters b/c you may have missed the sign up deadline for this upgrade? Good luck though.

Well when I began my crusade to get the upgrade it was within the time limit. Things have been dragged out so long now that I'm two months past the deadline. I have been contacting them regularly and the majority of the staff in my region don't even seem to know about he upgrade programs existence. I honestly believe I'm not getting it at this stage. Thank you though. I'm glad it worked out for you in the end. I don't think I'll be so fortunate.

Pegasus177 wrote:
Well when I began my crusade to get the upgrade it was within the time limit. Things have been dragged out so long now that I'm two months past the deadline. I have been contacting them regularly and the majority of the staff in my region don't even seem to know about he upgrade programs existence. I honestly believe I'm not getting it at this stage. Thank you though. I'm glad it worked out for you in the end. I don't think I'll be so fortunate.


Please send a PM with the CaseID and RMA# and I'll follow up on this immediately.

Pegasus177 wrote:
Well when I began my crusade to get the upgrade it was within the time limit. Things have been dragged out so long now that I'm two months past the deadline. I have been contacting them regularly and the majority of the staff in my region don't even seem to know about he upgrade programs existence. I honestly believe I'm not getting it at this stage. Thank you though. I'm glad it worked out for you in the end. I don't think I'll be so fortunate.


Hi Pegasus,

I do apologize that I missed your earlier reply in this thread and also your private message. Recently it has been insanely busy for me and it was kind of unavoidable that I would miss some things. I'm not going to use this as an excuse as I do feel very strongly that the service provided to you has not been up to par/standard with what's expected from ASUS or ROG.

I have further escalated the case to the regional leader and I want to also find out for myself why the case was never handled properly and what and where it went wrong.

If you're still interested in the G-SYNC upgrade, you are entitled to it since you did sign up for it and wait a very long time. I'll do whatever I can from my end to make it happen. I'm currently waiting for response from the regional leader and also insisted that they contact you as soon as possible to follow up.

I'll contact you by PM as soon as I have any updates from my end.

I sincerely apologize for the all inconveniences caused.

Best Regards,
Bahz

Bahz wrote:
Hi Pegasus,

I do apologize that I missed your earlier reply in this thread and also your private message. Recently it has been insanely busy for me and it was kind of unavoidable that I would miss some things. I'm not going to use this as an excuse as I do feel very strongly that the service provided to you has not been up to par/standard with what's expected from ASUS or ROG.

I have further escalated the case to the regional leader and I want to also find out for myself why the case was never handled properly and what and where it went wrong.

If you're still interested in the G-SYNC upgrade, you are entitled to it since you did sign up for it and wait a very long time. I'll do whatever I can from my end to make it happen. I'm currently waiting for response from the regional leader and also insisted that they contact you as soon as possible to follow up.

I'll contact you by PM as soon as I have any updates from my end.

I sincerely apologize for the all inconveniences caused.

Best Regards,
Bahz

Thank you for getting back to me. I understand that you probably have a heavy workload to get through and obviously this process contains a lot of working parts that require your attention. I was just becoming very frustrated with the lack of communication and believed i had been forgotten. I have been contacted by someone regarding the upgrade. However I have a small concern regarding the process, which I have outlined in my reply to your PM. Regardless I apologise for my earlier post. I was becoming disgruntled and disheartened at the belief I was being ignored. If you get a moment I would appreciate if you could look at the PM and maybe address the issue I have outlined. Again thank you for getting back to me, I really appreciate it.

JustinThyme
Level 13
Im not even affected by this but would like to thank Bahz for not only taking the time to get this rolling and to ASUS for even bothering with doing this.I can only say that if it were not for the thankful people who are genuinely interested in this and willing to accept the offer as presented I would have pulled this offer at the first inciting of an internet riot.

For all the crybabies....... If you don't want it and refuse to pay and send in your machines as requested then be willing to accept the fact that you wont get it. If a single one of you saw G sync in your spec sheet when you bought the machine and you already paid for it then you have every right to complain and insist they take care of it free of charge. Fact of the matter is it was not on any of these spec sheets, NONE, and ASUS doesn't owe you anything. If you can hack it in there yourself and offer to others knock yourself out, just be prepared to land yourself in prison for theft of the intellectual property of Nvidia. They don't have to divulge trade secrets to whiny jack wagons in an internet forum regardless of whether its a few lines of code or firmware updates or all the above along with hardware. That's why they call it intellectual property. The company I work for had some people leave that stole software and a hardware dongle used to communicate to machines and sold it to a third party service company. They eventually got a nice 10 year prison sentence and the third party company got caught in a sting and had to cough up $26 million and sign an agreement to never attempt to service or sell service on the affected machines ever again. How would you like it if you sunk hundreds of millions in R&D to produce something only to have some thief steal food off your table?

Bottom line, you all have a choice.
1) Be thankful that they even bothered to offer this and comply with the payment and procedures as outlined if you want it.
2) Not be thankful that they even bothered to offer this and comply with the payment and procedures as outlined if you want it.
3) Choose not to get it and live with the simple fact that the machine you bought did not come with it and as a result of an upgrade later it became available, not like this doesn't happen all the time, the people that are OCD on having the newest Iphone are well aware of this.
4) Whine like a school yard sissy and lose the respect of all your brethren here, with the exception of the other whiners of course, and still not get the upgrade because you insisted they do something they didn't have to do in the first place on your terms and your terms only. I sure hope none of you guys are POW negotiators for the countries in which you live.



“Two things are infinite: the universe and human stupidity, I'm not sure about the former” ~ Albert Einstein

JustinThyme wrote:
Im not even affected by this but would like to thank Bahz for not only taking the time to get this rolling and to ASUS for even bothering with doing this.I can only say that if it were not for the thankful people who are genuinely interested in this and willing to accept the offer as presented I would have pulled this offer at the first inciting of an internet riot.

For all the crybabies....... If you don't want it and refuse to pay and send in your machines as requested then be willing to accept the fact that you wont get it. If a single one of you saw G sync in your spec sheet when you bought the machine and you already paid for it then you have every right to complain and insist they take care of it free of charge. Fact of the matter is it was not on any of these spec sheets, NONE, and ASUS doesn't owe you anything. If you can hack it in there yourself and offer to others knock yourself out, just be prepared to land yourself in prison for theft of the intellectual property of Nvidia. They don't have to divulge trade secrets to whiny jack wagons in an internet forum regardless of whether its a few lines of code or firmware updates or all the above along with hardware. That's why they call it intellectual property. The company I work for had some people leave that stole software and a hardware dongle used to communicate to machines and sold it to a third party service company. They eventually got a nice 10 year prison sentence and the third party company got caught in a sting and had to cough up $26 million and sign an agreement to never attempt to service or sell service on the affected machines ever again. How would you like it if you sunk hundreds of millions in R&D to produce something only to have some thief steal food off your table?

Bottom line, you all have a choice.
1) Be thankful that they even bothered to offer this and comply with the payment and procedures as outlined if you want it.
2) Not be thankful that they even bothered to offer this and comply with the payment and procedures as outlined if you want it.
3) Choose not to get it and live with the simple fact that the machine you bought did not come with it and as a result of an upgrade later it became available, not like this doesn't happen all the time, the people that are OCD on having the newest Iphone are well aware of this.
4) Whine like a school yard sissy and lose the respect of all your brethren here, with the exception of the other whiners of course, and still not get the upgrade because you insisted they do something they didn't have to do in the first place on your terms and your terms only. I sure hope none of you guys are POW negotiators for the countries in which you live.


No. What annoys us the lie about some hardware change that will never happen. Now go away, this is not your company or whatever, no one is stealing anything from anyone.