RMA Fears - How do I make sure things go smoothly? G751 touchpad issues - solved

[di_Valenti]

Greetings,

I was wondering if anyone on here was actually an ASUS employee or had some kind of authority or access to the company - I noted that the @asus was mentioned in the RMA section but that person had left the company some time ago.

I have a dual issue with my G751 that I can't resolve (one it is missing a rubber screw cover - it is not anywhere around it or floor and it's not in the box or plastic it came in - I don't think it was ever in the system as the others are firmly in place and this one doesn't look like anything was ever in it - no sticky/tacky material...

The other issue - the main one is that the touchpad is failing - I originally bought with this a ROG Gladius and I use that almost exclusively with the TP turned off with Fn+F9 almost ever time I am on it and so I haven't noted if the TP was actually working - it seemed to be, but when I actually disconnected the Mouse today, the TP does move the cursor around, and sometimes the right button activated a menu or something... and I do get a highlight or such with a cursor over, but the double tap and left select button both do not work and so I can't actually click on anything and make it select with either the TP or the LMB... not sure if that was out of the box either - I got the system in late May and have used it most nights since, and everything else is fine on it...

I am very nervous however about sending it in for work - I had a bad experience with my prior ASUS where it was really beat up badly but the techs and went from a perfect looking PC to one that looked like someone had beat on it with a hammer... ultimately the RMA people replaced it with a suitable compensation model, but it was still traumatic, since it happened several times over several months for a heat issue that ultimately was the fault of Nvidia's chip and so it was a lemon system.

I very much do not what that to happen again or with this system - other then the missing rubber bit and the malfunctioning TP - it's in mint perfect condition, and working in tech I always treat my clients materials and systems with TLC, but I know that isn't so with everyone... is there any way I can make sure that my system comes back repaired and in the same perfect shape it is right now?

Thanks, and I wish I could just have them drop ship the parts ad I could do it myself, it's a very simple system to work on, and plenty of video work on YT to show how it's all put together in there - it's very simple - and I know that the part that is bad is going to be the single top BK as that is all one part... the rubber screw cover is a no brainer... that is just a little plug.

Anyway, comments, confidence, reassurance, etc... are welcome - hopefully RMAs are going better than a few years ago and all... thanks.

[di_Valenti]

Victory!!! (Edit here) I have solved the issue - it was a loose connection... and now it is clicking right away and functioning perfectly - so all good.

Now if I can just get a spare set of the rubber screw plugs for the bottom I will be all set - apparently one was missing and I would like some spares as apparently they can fall out - I thought they where plastic at first and some thing like a rivet... permanent, but it is just rubber and either that one fell out - unlikely, or it was never there - probably more likely... anyway - 99.99%! fixed. (OCD on the rubber thingy).

😄

[cl-Albert]

di Valenti wrote:
Thanks for the information - I will PM him and do all the images and video before I send it in... it def seems like a hardware issue, so something probably died - my G71G has a TP issue also from a few years ago when while it still works - the left key no longer clicks... strange, but it works so I didn't both with it.

This one however neither button works and that is a game-breaker... I wish they would simply send out parts to techs... I saw that in the EU online they actually have sellers with full part sales for ASUS... I guess not so in the US. 😞

Hi di Valenti,

Saw your visitor message at my profile, but unfortunately, our U.S. office doesn't send out repair parts as far as I know (expect ASUS support will confirm this too), so you may just want to send back your unit for repair if you cannot find a better option.

This may not make any difference, but noticed you mentioned the touchpad buttons don't always work well which is clear although for the double tap issue (and single tap to left-click?), not sure if you meant the problem was with the touchpad itself or the touchpad buttons.

The touchpad should be a separate part from the touchpad buttons, so don't normally expect both of them to have problems, but if it works, try to 'single tap' on the touchpad to left-click?

Anyway, if you decide to RMA the unit, feel free to contact me if you run into any problems.

Hopefully this touchpad repair is straightforward enough that everything will go smoothly with our repair department.

Thanks!

[vempatyappu]

Hey Valenti my laptop has been return shipped and it seems the fan has been replaced - to solve CPU thermal throttling. I hope it's in really good condition when I get it back. It reached ASUS service center on 25th and now it has already been shipped back - like three and a half days to replace the fan and ship it back to me. I tracked it and it seems it'll reach me on Tuesday. I'll post photos if possible. Bottom line - that was pretty good experience. Just remember to buy insurance when you're shipping it out.

[di_Valenti]

vempatyappu wrote:
Hey Valenti my laptop has been return shipped and it seems the fan has been replaced - to solve CPU thermal throttling. I hope it's in really good condition when I get it back. It reached ASUS service center on 25th and now it has already been shipped back - like three and a half days to replace the fan and ship it back to me. I tracked it and it seems it'll reach me on Tuesday. I'll post photos if possible. Bottom line - that was pretty good experience. Just remember to buy insurance when you're shipping it out.

Hey, that would be great, and crossing my fingers that all went well and does. Def. Images and all are welcome. I was actually thinking about putting up a YT channel for RMA (RMA Watchdog?!) and see how that would go... might be actually very popular.

Anyway, I am so relieved that my own issue was a loose cable - I need to see about getting the rubber bits - as apparently they do fall out - so spares are needed I am sure. or I can make a plug myself I suppose - 3D printing is handy that way - or just cut some from rubber tubing.

looking forward to seeing your post.