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G53JW-3DE - Horrible RMA Experience

Metallic-Force
Level 7
Hello,

I specifically registered here in order to share about the abomination that is called ASUS RMA.

Quick Run Down of Why I Sent it in.

- Bluetooth keeps disconnecting intermittently
- Tried installing Win 7 bluetooth Driver, wiped my laptop clean.
- Plethora of problems regarding Windows 8
- Unable to install Direct X, unable to run ANY GAME (Few errors)
- Unable to install ATK Package

Anyway, they accepted my issues and I sent it over.

It is still covered so I only paid shipping for it ($100+)

I was told the following fixes were done.

- Motherboard replacement
- Bluetooth replacement
- Ribbon Cable replacement

I get it back, with more problems.

- Spacebar key now half broken, only one side rises, make it extremely annoying to type.
- Backlight DOES NOT WORK ANYMORE (Tried all software fixes, no luck)
- They simply loaded Win 7 back to my laptop, so their answer to my Win 8 problems, is don't install Win 8?

This is baffling to me, how can this company be praised for their customer service, when this happens quite regularly.

- Bluetooth now works

I at least hoped they'd talk me through the issues OR SOMETHING!

I'm currently awaiting their reply after the weekend passes.
2,995 Views
3 REPLIES 3

Pitcher1
Level 9
where are you? and where are you sending? did you get RMA no?

San Antonio,Texas.

RMA #: USG9328259

Shipped to 1171 Montague Expressway.

I have yet to contact them again in order to ship it, again.

dstrakele
Level 14
The ASUS Repair Centers typically perform an ASUS Factory Restore to return the system to its out-of-the-box state to troubleshoot problems. The G53JW ships with Windows 7 Home Premium 64-bit, so it is expected they would return your system to that Windows version. There is no guarantee Windows 8 will function without issues on this legacy system. That said, you could search for a recent Windows 8 Bluetooth driver for your WiFi card.

If the keyboard backlights do not flash for one second on boot, it indicates the power cable from the backlight LED's to the motherboard was not reconnected or was broken during removal of the keyboard (it is quite fragile). Unfortunately, this is a relatively common issue reported by users receiving their laptops back from RMA.
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