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why i think asus RMA sucks

dunwanted
Level 8
I've had an issue with my laptop ever since i bought it. I've sent the laptop twice for RMA and nothing was fixed, the first time i didn't know what was wrong what i assumed was wrong was actually working perfectly
and the second time i send it i exactly know whats wrong which is the extreme high temps my laptop reaches while in idle, i explain this to them and then send it to RMA for repairs, and when i recieve my laptop
i check the paper work to see what they changed, and they only changed the fan........ they didn't even bother to check anything else and yesterday while in checking old pictures and deleting some of them my laptop shuts down due to overheating LOL

my first gaming laptop ( Asus Rog G751JL) is just a piece of junk that i bought for $1,100 US and spend around $300 US sending it to the us for the RMA (since i do not live in the USA).

Don't know if the RMA suck or i just have bad luck with the laptop i bought and with the RMA.
in the attached picture shows the temp my laptop reached when it shutdown, i was just looking at old pictures and deleting some of them.
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25 REPLIES 25

cl-Albert wrote:
Unfortunately, I'm not sure if it will be easy enough for repair to catch, but just curious if you have an external monitor connected too and if the 'sleep' problem occurs on just the notebook screen or both screens?

Assuming the problem isn't related to the stress tests, have you tried turning off all the sleep settings and letting the system sit for 2 or 3 hours to see if it goes to sleep by itself?
If the problem always shows up this way, thinking it may be better to ask repair to try something like this rather than just running a stress test for a half-hour which may not catch it.

i do have an external monitor, since i am use to my razer deathstalker keyboard, and yes both screen go black and turn off. also have tried using the laptop without the external monitor connected, and it still goes to sleep while playing

i will try now to turn off all the sleep settings i will let it sit to see what happens.

dunwanted
Level 8
additional info, i've tried fixing before the issue by changed the power setting in the laptop, sleep :never, Hibernate : never
and the problem changed after that, but it was pretty much the same, instead of going to sleep the laptop screen would go black for a couple of seconds. this would occur also randomly just like when the laptop use to go to sleep.
after that i did a system recovery and put all the setting back to normal

cl-Albert
US Customer Loyalty Agent
Or I guess you might just run a You Tube video or something to keep the system busy for a couple hours, but doesn't stress out the system too much.

May not be that big of a deal, but don't want to cause more stress to your system during testing than we need to.

cl-Albert wrote:
Or I guess you might just run a You Tube video or something to keep the system busy for a couple hours, but doesn't stress out the system too much.

May not be that big of a deal, but don't want to cause more stress to your system during testing than we need to.

as soon as im done i will let you know the results, im also trying to see if the retailer i bought the laptop with, can let me return the laptop and give me a new one, but not sure it that will happen

dunwanted wrote:
as soon as im done i will let you know the results, im also trying to see if the retailer i bought the laptop with, can let me return the laptop and give me a new one, but not sure it that will happen


left my pc with a youtube videos playing on autoplay for about 3 hours, plugged in and it did not went to sleep

cl-Albert
US Customer Loyalty Agent
dunwanted wrote:
left my pc with a youtube videos playing on autoplay for about 3 hours, plugged in and it did not went to sleep


Unfortunately, it probably will not be obvious to repair if it's a hardware or software issue, so might not be very easy for them to solve, but you might want to keep looking for an easy way to catch the problem.


  • Was searching some old posts and noticed you have one about this which even included a video.
    https://rog.asus.com/forum/showthread.php?85589-G751JL-Screen-goes-black-for-2-3-seconds-while-gamin...

    Sounds like you are familiar with this post below as well, but wondering if you've tried to "set the maximum processor state from 100% to 95%" as watzuuuup suggested (thanks to watzuuuup).
    Although I can't find the message right now, I vaguely remember one customer telling me it helped and is probably a lot safer than undervolting the CPU or changing the Vbios, so consider giving that a try if you haven't already.

    https://rog.asus.com/forum/showthread.php?83873-ROG-G751JL-Display-problem-randomly-stops-working-fo...

    watzuuuup wrote:
    I think i may have found a solution to the black screen problem. It's not a perfectly good one but I reduced the black screen frequency to aprox. 2 black screens per day of use. Wierd!

    Under advanced power options, for the high performance plan, at processor power management, i've set the maximum processor state from 100% to 95% for both "on battery" and "plugged in".
    After doing so, the display is easyly more stable and it made me wonder about your suggestion Nemerdekel, undervolting the CPU.


  • You may have tried this already, but if you can recover everything back to the original factory condition to test before installing too many more things, we always like to try that to make sure it's not caused by something you've installed or changed.
    If you don't have the latest drivers from the ASUS download site, it's another thing to try before you start trying other updates.
    If your unit came preinstalled with McAfee, try to update it, or use another antivirus/security software just to change things up, but don't know that it's related.
  • If you don't have the latest bios, always something to consider if you can take the (small?) risk of a bad bios flash, but again, not sure if it can help.
  • You may just want to keep talking to your store or even the call center about getting other options since you've sent in the unit for RMAs before.



Good luck!

cl-Albert wrote:
Unfortunately, it probably will not be obvious to repair if it's a hardware or software issue, so might not be very easy for them to solve, but you might want to keep looking for an easy way to catch the problem.
....


@cl-Albert - I wish to contribute to this thread another troubling RMA experience I encountered:
In my country, the "consumer protection" laws that deal specifically with warranty of electrical devices ( such as computers ) state that the device must be repaired within 10 days period ( business days of course ) since the day after the device was delivered to repair ( either by a messenger or directly to the lab ). it continues to state that if the manufacturer cannot repair the device during this period, they need to provide new, similar or better device that isn't inferior to the original device that was put in RMA.

Somehow, and without any explanation, Official Asus representative in my country ( customer service's head manager, no less ) told me that Asus official stand on the matter is that they provide new, similar or better device only after 14 business days period !

That's outrageous !
Why does Asus think and act as they're above the law ?

I'd be happy to continue to describe & explain this issue in details in PM, if you'd prefer, and please let me explain why:
The Gsync upgrade I went through ( still am ) is just way-off your standards & internal regulation in any possible way:
first, local Asus reps didn't even knew about the Gsync upgrade.... then after half-month of internal query they replied to me that only the i7-7450HQ is exist on the mobo that they can upgrade to.... then I had to contact user "Bahz" and ask his to tell my local asus that facts that he wrote in the Gsync upgrade thread about the availability of mobo with i7-4720HQ, same as I had.
then after another half-month, my local asus reps, finally agree to the upgrade process with i7-4720HQ.
Then I had to wait another MONTH, till the mobo arrived to their lab.
Then, my laptop was collected in the bare hand of the delivery-men & and wrong shipment certificate was provided to me ( no S/N mentioned, wrong lab details etc... ).
Then, it was returned to me scratched & dirty ( +other things were done against Asus's regulations ) although I specifically asked the lab about any visual scratch prior to its return, since I took multiple photographs of the laptop just prior to his shipment to the lab.
Eventually, I got the laptop back, scratched, dirty and with shipment sticker on it - the same day it was returned, I send to asus & the lab the photographs taken prior to the shipment and photos of its current state that proof beyond doubt that the upgrade wasn't very much according to Asus regulation & ISO 9001 etc...
In that same message, I asked that Asus will pick-up the laptop again THE DAY AFTER, lab so that they fix whatever was damaged - I had to wait FOR ANOTHER HOLE WEEK till they eventually pick-up the laptop again.... and get this: 3 days after that mail was sent and received by Asus & the lab ( I got approval from them ) the lab suddenly asks me for photographs of the laptop before the shipment, as if I didn't send it to them 3 days before ! ( i.e BIG hint that the lab deliberately delayed the 2nd pickup ! )
and even in that time, the delivery-men once more came without shipment certificate, and wrote with his pen&leftover paper ON MY LAPTOP DIRECTLY.

Currently, since the day the pickup-men collected my laptop, 12 business days passed and local ASUS's customer support's head manager refuses to provide new, similar or better device - telling me to wait till the 14th day ( which are somehow 13 according to her, ignoring the exact "way of counting" business days as the law orders to count ) since spare parts were ordered from abroad and she excused this by telling that this is Asus policy.
Wonderful.... just wonder...
and to think that I put all my time and efforts into writing multiple guide in this forum and help countless users.
Wonderful.... just wonder...

P.S - it's an outgoing RMA... and I would really appreciate you escalate this matter to ASUS HQ.
I'd be happy to provide RMA num & S/N num in PM.
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Gps3dx wrote:
@cl-Albert - I wish to contribute to this thread another troubling RMA experience I encountered:
In my country, the "consumer protection" laws that deal specifically with warranty of electrical devices ( such as computers ) state that the device must be repaired within 10 days period ( business days of course ) since the day after the device was delivered to repair ( either by a messenger or directly to the lab ). it continues to state that if the manufacturer cannot repair the device during this period, they need to provide new, similar or better device that isn't inferior to the original device that was put in RMA.

Somehow, and without any explanation, Official Asus representative in my country ( customer service's head manager, no less ) told me that Asus official stand on the matter is that they provide new, similar or better device only after 14 business days period !

That's outrageous !
Why does Asus think and act as they're above the law ?

I'd be happy to continue to describe & explain this issue in details in PM, if you'd prefer, and please let me explain why:
The Gsync upgrade I went through ( still am ) is just way-off your standards & internal regulation in any possible way:
first, local Asus reps didn't even knew about the Gsync upgrade.... then after half-month of internal query they replied to me that only the i7-7450HQ is exist on the mobo that they can upgrade to.... then I had to contact user "Bahz" and ask his to tell my local asus that facts that he wrote in the Gsync upgrade thread about the availability of mobo with i7-4720HQ, same as I had.
then after another half-month, my local asus reps, finally agree to the upgrade process with i7-4720HQ.
Then I had to wait another MONTH, till the mobo arrived to their lab.
Then, my laptop was collected in the bare hand of the delivery-men & and wrong shipment certificate was provided to me ( no S/N mentioned, wrong lab details etc... ).
Then, it was returned to me scratched & dirty ( +other things were done against Asus's regulations ) although I specifically asked the lab about any visual scratch prior to its return, since I took multiple photographs of the laptop just prior to his shipment to the lab.
Eventually, I got the laptop back, scratched, dirty and with shipment sticker on it - the same day it was returned, I send to asus & the lab the photographs taken prior to the shipment and photos of its current state that proof beyond doubt that the upgrade wasn't very much according to Asus regulation & ISO 9001 etc...
In that same message, I asked that Asus will pick-up the laptop again THE DAY AFTER, lab so that they fix whatever was damaged - I had to wait FOR ANOTHER HOLE WEEK till they eventually pick-up the laptop again.... and get this: 3 days after that mail was sent and received by Asus & the lab ( I got approval from them ) the lab suddenly asks me for photographs of the laptop before the shipment, as if I didn't send it to them 3 days before ! ( i.e BIG hint that the lab deliberately delayed the 2nd pickup ! )
and even in that time, the delivery-men once more came without shipment certificate, and wrote with his pen&leftover paper ON MY LAPTOP DIRECTLY.

Currently, since the day the pickup-men collected my laptop, 12 business days passed and local ASUS's customer support's head manager refuses to provide new, similar or better device - telling me to wait till the 14th day ( which are somehow 13 according to her, ignoring the exact "way of counting" business days as the law orders to count ) since spare parts were ordered from abroad and she excused this by telling that this is Asus policy.
Wonderful.... just wonder...
and to think that I put all my time and efforts into writing multiple guide in this forum and help countless users.
Wonderful.... just wonder...

P.S - it's an outgoing RMA... and I would really appreciate you escalate this matter to ASUS HQ.
I'd be happy to provide RMA num & S/N num in PM.

i just posted the thread with that name because of my negligence of thinking RMA would fix everything, did not think or did not want to realize i might bought a faulty device which cannot be fixed, also put the name because when i sent my laptop for overheating issue which is not really the cause of my issue they only replaced the fan

cl-Albert wrote:
Unfortunately, it probably will not be obvious to repair if it's a hardware or software issue, so might not be very easy for them to solve, but you might want to keep looking for an easy way to catch the problem.


  • Was searching some old posts and noticed you have one about this which even included a video.
    https://rog.asus.com/forum/showthread.php?85589-G751JL-Screen-goes-black-for-2-3-seconds-while-gamin...

    Sounds like you are familiar with this post below as well, but wondering if you've tried to "set the maximum processor state from 100% to 95%" as watzuuuup suggested (thanks to watzuuuup).
    Although I can't find the message right now, I vaguely remember one customer telling me it helped and is probably a lot safer than undervolting the CPU or changing the Vbios, so consider giving that a try if you haven't already.

    https://rog.asus.com/forum/showthread.php?83873-ROG-G751JL-Display-problem-randomly-stops-working-fo...



  • You may have tried this already, but if you can recover everything back to the original factory condition to test before installing too many more things, we always like to try that to make sure it's not caused by something you've installed or changed.
    If you don't have the latest drivers from the ASUS download site, it's another thing to try before you start trying other updates.
    If your unit came preinstalled with McAfee, try to update it, or use another antivirus/security software just to change things up, but don't know that it's related.
  • If you don't have the latest bios, always something to consider if you can take the (small?) risk of a bad bios flash, but again, not sure if it can help.
  • You may just want to keep talking to your store or even the call center about getting other options since you've sent in the unit for RMAs before.



Good luck!

well when i change the power setting for my laptop for sleep, shutdown, hibernate to never instead of the laptop shutting down the screen would go black for a couple of seconds. Which is not a fix but its better but i do not like since when i had it like that my laptop screen fcked up and went pink.
i tried all those fixes, the best one was lowering the core offset voltage of the cpu which lowered the black screens i was getting.
i tried updating the BIOS with the winflash in the asus page i downloaded it and downloaded the latest BIOS and it said i had the lasted one already.
did some virus scan with McAfee and nothing popped off.
I'm going to talk to the retailer where i bought my laptop to see if they can send me a new laptop, since they can see i've been having issues with the laptop sending it 2 times and talked to them to send it again in a 5 months

cl-Albert
US Customer Loyalty Agent
dunwanted wrote:
well when i change the power setting for my laptop for sleep, shutdown, hibernate to never instead of the laptop shutting down the screen would go black for a couple of seconds. Which is not a fix but its better but i do not like since when i had it like that my laptop screen fcked up and went pink.
i tried all those fixes, the best one was lowering the core offset voltage of the cpu which lowered the black screens i was getting.
i tried updating the BIOS with the winflash in the asus page i downloaded it and downloaded the latest BIOS and it said i had the lasted one already.
did some virus scan with McAfee and nothing popped off.
I'm going to talk to the retailer where i bought my laptop to see if they can send me a new laptop, since they can see i've been having issues with the laptop sending it 2 times and talked to them to send it again in a 5 months


Not sure if it will make much difference, but don't see that you've tried to "set the maximum processor state from 100% to 95%" which is different than the sleep, shutdown, hibernate settings, so consider looking into that.
Change it for each power plan that you use, but below is a screenshot to give you a better idea of what's involved and please let me know if anything is unclear.
By the way wondering if you have updated to the Windows 10 Anniversary Edition yet and if it made things better or worse. Run 'winver' from the Windows 10 search bar to see if the version is 1607 for the Anniversary Edition.

59343

If you haven't already and are interested, you may also want to try to talk to ASUS support more about getting more options since you have sent in a couple times before.
Don't forget to mention that video you made about it too.
https://www.youtube.com/watch?v=1krLMI_xPgg