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Asus rog strix g17 (G713RC-HX032) sometimes doesnt turn on!

qhoste
Level 8

Im asking for suggestions and maybe help. My laptop is 6 months old. Since September my laptop died, no sign of life or anything. The weird thing is that the laptop usually works after some hours/days, but months or weeks later it dies again for some day.

The solution should be easy right? The laptop is under warranty and the official asus service should fix it in my country right? No, the laptop was sent back THREE times, spent a total of one month in service since september. The service always says they dont find any problems, yes I get it its very random.

At a local service we were able to test the battery and charger, and we found out the problem will be the motherboard. The things I noticed after being able to turn it on was that the time on the laptop was reset to 12AM. In the local service they also said that the right side of the laptop heats up unusually quick. They ran a YouTube video on the laptop for 3 hours and the laptop just died, with a weird pop sound. 

We sent back the laptop through the place we bought it on, to the official service and we are not able to reach the service boss or workers, only receptionists. We also contacted the manager, but with no answers even after two weeks. We are also afraid that the service only ran tests and never even checked the motherboard.

So here is my question, what should we do? Send the laptop to local service to break the warranty but hopefully fix the motherboard with soldering (if thats what it is called) or something else? We are also thinking of somehow contacting the official asus, not the official one in the country, about our experiences with the official service in our country? Im also scared that maybe the motherboard will need to get replaced which is expensive.

We already tried and trying to get to know more about what they did to the laptop. The last time we sent it in it didnt turn on for days, not even when we took it to the courier. There is no way the laptop magically comes back to life once it arrives, but maybe they ran tests for 30 mins and thats it?

Feel free to ask about anything else too, I will be active here for a few days.

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1 ACCEPTED SOLUTION

Accepted Solutions

qhoste
Level 8

There was no need to go anywhere, the warranty office messed up the answer but corrected it, we called the service shop and the management themselves, and confirmed that they found the issues and ordered new parts, and told us to be patient. With this they will finally fix it, only took 3 months and 3 rounds of warranty.

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6 REPLIES 6

qhoste
Level 8

The left side of the laptop heats up quickly, not the right*

Sorry i only realized after posting.

I think it's time to get on the road to legal solutions. I don't know what it looks like in your country, but it's a good idea to involve the Office of the Consumer Ombudsman in the matter.

We also consider it an option, after the new year breaks we will start the process.

I suggest you get on it as fast as possible, don't wait for the new year.

Sadly the office is only open from Wednesday, nobody works until that, I will post updates in the comments.

qhoste
Level 8

There was no need to go anywhere, the warranty office messed up the answer but corrected it, we called the service shop and the management themselves, and confirmed that they found the issues and ordered new parts, and told us to be patient. With this they will finally fix it, only took 3 months and 3 rounds of warranty.