I purchased the G73JH-A2 in April 2010 from XoticPC.com with an extended three year warranty and Blu-ray upgrade. Since the day it arrived I've had nothing but problems. First the display died. It took eight weeks to get fixed.
As soon as the laptop was returned, one of the hard drives died, causing a second RMA.
The Blu-ray drive quit working. Since this was an upgraded part from XoticPC, I sent it to them for replacement. The drive was stolen in shipment and I had to purchase a new drive (ongoing issue with UPS). Unfortunately the replacement drive doesn't have a face plate that matches with the rest of the laptop and ASUS so far has refused to provide one.
A third RMA was requested on October 26 for the following:
-Since the day the laptop arrived, I have been unable to play games properly. Randomly during gaming the laptop will emit a very loud static/roaring sound. This is not the sound of fans nor does it appear to come from the speakers. It happens at the same amount of loudness regardless of volume settings.
- The touchpad does not function correctly. Despite making sure that nothing but one fingertip is in contact with the touchpad, the system acts as though many fingers are attempting to provide input.
- The keyboard misses keystrokes. I have to type very slowly as a workaround. This is unacceptable.
- Both the CPU and GPU overheat, causing shutdowns. I understand there was an issue with thermal paste being improperly applied and I believe that to be the issue in this case as well.
- Due to the overheating, the rubber feet on the laptop have come off.
All of this was detailed on the RMA form included with the laptop.
For this third RMA, my laptop arrived on October 31. On November 1 the repair status was changed to "Waiting-[WF9]-Wait for customer confirmation - NTF". At no time during the repair process was I ever contacted to confirm anything. In fact, I called around November 3 to find out what information was needed. I was told someone would contact me regarding the repair. On November 10, having not been contacted, I called ASUS support. The representative promised me a call from the repair facility within 24-48 hours. This promised call never happened - three phone numbers were provided and none received any calls regarding the repair. On the morning of November 15 I called ASUS support again, and was told the case would be "elevated" because problems were not immediately found. I was promised a call from the repair facility that day. Again, the call never happened. Instead I received an automated e-mail that night stating my laptop was being shipped back to me.
The laptop is scheduled to arrive on November 18, and based on the previous description of events I do not expect to find the problems resolved.
This is my third ASUS laptop (also have a W2P and F3SV), and will likely be my final ASUS laptop based on the troubles I have had in getting repairs and poor customer service.
I want my laptop fully repaired. It should not take multiple RMAs to do this. If the repair facility is unable to duplicate the problem, I expect them to contact me for further information. If I am promised a phone call within a specific time period, I expect that promise to be fulfilled.
If anyone here can provide some information I'd really appreciate it. I have filled out the escalation form with the above information.
