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HORRIBLE Customer Service G751

tquenneville
Level 7
Hello,

My name is Trever Quenneville. I purchased a G751JT about a month and a half ago and about 2 weeks after owning it my touch-pad completely went out. I reinstalled the drivers, reinstalled the operating system. Contacted their customer support several times regarding the issue where they continued to have me factory reset the laptop. They finally came to the conclusion that the problem was a hardware related issue. Shortly after my hard drive went out due to bad sectors. My BioS would not even detect that the hard drive was installed.

They finally decided to give me a RMA to send it in. I live in florida so i ended up sending it into for repair via ground shipping to California where their repair facility is. This took approximately 6 days to get there and another 5-6 to repair and another 6 days to return to me. 2 days ago i recieved it. I opened it and it would not power on. I figured that battery is dead so i plugged in my charger and got it to power up. My OS immediately said the battery is not connected. I immediately called about the issue and they had me factory reset it and reinstall the drivers. This did not resolve the issue. As soon as the power source was unplugged the computer would shut right off.

The paperwork they sent to my stated that the repair file was on C:\test\test.txt. There was no such file about the tests they conducted on it before sending it back to me. I stated to the manager that i wanted the computer replaced with the same exact model and send back to me. She had an overnight fedex sticker sent to me and i send it back to the for another RMA. She said she would put the request in for it and expedite the repair process. I have not heard anything from them so i decided to call today. They told me that they were not replacing the laptop but they were going to repair it again and there was no time frame when the parts would come in to fix the "Battery is not connected" issue. I have my bachelors in IT and when hardware is changed the battery is disconnected. The battery is internal and i asked if i could just open it and reconnect it and they said they would rather me send it in.

I am currently in my masters program taking 4 classes and the only reason i bought this computer was to do my homework and take my programming classes and its been weeks i have been using a library computer or my government workstation at work that does not allow me to install the software i need for my classes?

Total i have spent around 8 hours between different supervisers and managers and have gotten nothing. What are the next steps i should take or who can i complain to get this resolved?


-Trever Quenneville
337 Views
22 REPLIES 22

Clintlgm
Level 14
PM cl-albert he is our customer Loyalty rep. He works for Asus
G752VY-DH72 Win 10 Pro
512 GB M.2 Samsung 960 Pro
1 TB Samsung 850 pro 2.5 format
980m GTX 4 GB
32GB DDR 4 Standard RAM

Z97 PRO WiFi I7 4790K
Windows 10 Pro
Z97 -A
Windows 10 Pro

demonz500
Level 7
Check the Asus RMA Guide: https://rog.asus.com/forum/showthread.php?54526-ASUS-Worldwide-RMA-Guide

you should contact Jolene, cl-jolene@asus.com, about your RMA issues. She might be able to help.

Good luck!

juggar
Level 7
tquenneville wrote:
Hello,

My name is Trever Quenneville. I purchased a G751JT about a month and a half ago and about 2 weeks after owning it my touch-pad completely went out. I reinstalled the drivers, reinstalled the operating system. Contacted their customer support several times regarding the issue where they continued to have me factory reset the laptop. They finally came to the conclusion that the problem was a hardware related issue. Shortly after my hard drive went out due to bad sectors. My BioS would not even detect that the hard drive was installed.

They finally decided to give me a RMA to send it in. I live in florida so i ended up sending it into for repair via ground shipping to California where their repair facility is. This took approximately 6 days to get there and another 5-6 to repair and another 6 days to return to me. 2 days ago i recieved it. I opened it and it would not power on. I figured that battery is dead so i plugged in my charger and got it to power up. My OS immediately said the battery is not connected. I immediately called about the issue and they had me factory reset it and reinstall the drivers. This did not resolve the issue. As soon as the power source was unplugged the computer would shut right off.

The paperwork they sent to my stated that the repair file was on C:\test\test.txt. There was no such file about the tests they conducted on it before sending it back to me. I stated to the manager that i wanted the computer replaced with the same exact model and send back to me. She had an overnight fedex sticker sent to me and i send it back to the for another RMA. She said she would put the request in for it and expedite the repair process. I have not heard anything from them so i decided to call today. They told me that they were not replacing the laptop but they were going to repair it again and there was no time frame when the parts would come in to fix the "Battery is not connected" issue. I have my bachelors in IT and when hardware is changed the battery is disconnected. The battery is internal and i asked if i could just open it and reconnect it and they said they would rather me send it in.

I am currently in my masters program taking 4 classes and the only reason i bought this computer was to do my homework and take my programming classes and its been weeks i have been using a library computer or my government workstation at work that does not allow me to install the software i need for my classes?

Total i have spent around 8 hours between different supervisers and managers and have gotten nothing. What are the next steps i should take or who can i complain to get this resolved?


-Trever Quenneville


Whats wrong with you boy? Open up the damn laptop and reconnect the battery!

This IS NOT hard to figure out. No way in hell would I send off my laptop for weeks so they can plug the battery back into the mobo.....

Common sense man.

juggar wrote:
Whats wrong with you boy? Open up the damn laptop and reconnect the battery!

This IS NOT hard to figure out. No way in hell would I send off my laptop for weeks so they can plug the battery back into the mobo.....

Common sense man.


It's not common sense if it voids the warranty...
Conspiracy is nothing!

I have also sent multiple emails to their complaint department via https://vip.asus.com/VIP2/Services/QuestionForm?lang=en-us#

I just want to know how such a well packaged laptop comes back to my house with a "bad motherboard" that went through all their testing and windows is telling me the battery is not connected. Doesn't make any sense.

juggar wrote:
Whats wrong with you boy? Open up the damn laptop and reconnect the battery!

This IS NOT hard to figure out. No way in hell would I send off my laptop for weeks so they can plug the battery back into the mobo.....

Common sense man.


Because it voids the warranty, dumbo.

tquenneville
Level 7
I was informed if i opened the computer it would then void the warranty. Believe me i would of loved to open it and avoided this whole problem. I got an update today. They informed me that the motherboard is now bad and they have not a clue to the estimated time it will take to get a new one.

So far i have spoke to
Claude on 30APR15
Shane 04MAY15
Keisha 13MAY15
Carton 18MAY15
Kimoya 19MAY15
Rohan 21MAY15
Earl 21MAY15
Nicholas 21MAY15
Martin 21MAY15
Kwame 21MAY15
Andre 22MAY15
Rupert 22MAY15
Garfield 22MAY15

About this issue. Every single supervisor or manager i talk to gives me the complete run around and tells me that they are putting a request for things to be done about it but every single thing they have told me so far resulted in absolutely nothing.

You have been given 2 CL-Asus people to contact. These people can and do make a difference. The rest of us here are just like you ordinary users helping each other. You can PM any of the cl-**** people, they work for Asus and us here in these forums. cl-albert may be on vacation or something I haven't seen him post lately.
G752VY-DH72 Win 10 Pro
512 GB M.2 Samsung 960 Pro
1 TB Samsung 850 pro 2.5 format
980m GTX 4 GB
32GB DDR 4 Standard RAM

Z97 PRO WiFi I7 4790K
Windows 10 Pro
Z97 -A
Windows 10 Pro