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RMA Service repaired laptop, but left a long hair underneath the screen... What do I

Master_Po
Level 7

‎03-17-2015 11:00 PM - last edited on ‎03-06-2024 03:23 AM by Community Admin

What do I do? It look like a huge tear in the screen but it's a hair.

I can't remove it because it's inside the screen.. somehow? Underneath the protection?
It came back like this after RMA.

I contacted them and they responded that they won't pay to fix this, eh.... :confused: since it was a month since the repair.


Well it's not my fault the hair has been moving around, yesterday the hair was on a different part of the screen *SIGH*!
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hmscott
Level 12

‎03-18-2015 12:56 PM

Master Po wrote:
What do I do? It look like a huge tear in the screen but it's a hair.
I can't remove it because it's inside the screen.. somehow? Underneath the protection?
It came back like this after RMA.
I contacted them and they responded that they won't pay to fix this, eh.... :confused: since it was a month since the repair.
Well it's not my fault the hair has been moving around, yesterday the hair was on a different part of the screen *SIGH*!


Master Po, resubmit a new ticket, include the previous ticket(s) numbers/info, and escalate to a supervisor for repair. You would have told them earlier if it had worked it's way into view before now, but it just showed up after taking the laptop around for the last month. You haven't gone into the laptop, Asus did, so it's their hair in the laptop, not yours 🙂

PM cl-albert and let him know, link to this thread and ticket / case numbers, so he can help.
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Master_Po
Level 7

‎03-19-2015 09:59 AM

They say they have not touched the LCD screen. But the hair has moved 3 times across screen under it.

So it took a while before I could see it of course as it wasn't present in the beginning.

But I've never opened the laptop.

So I wonder, when they replaced the PowerUSB or what you call it that powers the laptop on the motherboard, do they not remove the screen protection so it would be possible for hair to get below?
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hmscott
Level 12
In response to Master_Po

‎03-19-2015 10:07 AM

Master Po wrote:
They say they have not touched the LCD screen. But the hair has moved 3 times across screen under it.

So it took a while before I could see it of course as it wasn't present in the beginning.

But I've never opened the laptop.

So I wonder, when they replaced the PowerUSB or what you call it that powers the laptop on the motherboard, do they not remove the screen protection so it would be possible for hair to get below?


Master Po, Asus is playing with you, as you didn't open the laptop, only they did - whether it was during the RMA or during original Assembly, it wasn't you, and it is an RMA'able problem that Asus needs to fix. 🙂

Tell them so, and insist they recognize it is an Asus induced problem, and fix it for you.

What did cl-albert say?
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