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G73JH needs 3rd RMA after yet another hardware failure. Chance for refund/exchange?

tdude51
Level 7
I hope that someone at ASUS reads this, because I've become very discouraged with ASUS and my G73JH and I'm hoping that someone can help me right this situation. I rely on my G73JH as my main laptop at school. I use it for everything from programming to word processing to running MATLAB, and of course I enjoy gaming on it when all of my homework and studying is done.

Recently the laptop failed on me drastically during final exams week. First, the battery completely stopped charging. This was very inconvenient, as I had to carry around the charger with me wherever I went and it made it very difficult to find a good spot in study lounges and the library. Then, the hard drive failed. It would boot and seemingly be fine, but then it would start clicking and beeping, and soon enough my computer would freeze and require a hard restart. This made the laptop completely unusable. Fortunately I ordered an SSD on Black Friday as an upgrade. I removed the faulty hard drive and installed the SSD, and then had to completely reinstall Windows and set everything back up when I could've been studying for final exams. I was extremely lucky to coincidentally have another hard drive that I could use. I was also very lucky that I backed up all of my schoolwork to Dropbox. This was in fact the second time I've had a hard drive failure with this laptop. After the first failure I decided to keep all of my schoolwork backed up remotely, and I'm glad I did.

These are just a few of the many hardware issues I've faced with this laptop. I've fixed many hardware and driver issues since I first got the laptop. On my own I’ve had to install BIOS, vBIOS and driver updates to fix the gray screen of death, the psychedelic screen of death, overheating, missing keypresses, a completely unusable touchpad, a bug where the speakers would start crackling making the laptop sound like it was about to explode, FN key combinations that would crash the laptop, randomly freezing due to bad sound drivers, and a twin turbo feature that never actually worked, among others. I’ve had to send the laptop in twice for RMA, each time with multiple problems, to fix the crackling speakers, a faulty screen, a failing hard drive, an overheating GPU (which I still don’t know if it was repasted or not), and a faulty optical disc drive. Many times I was forced to cope with these problems until I could afford to send in the laptop during breaks from school. Now I can add another faulty hard drive and a faulty battery to the laundry list of problems I’ve run into with this laptop. I understand that sometimes computers have problems, but anyone would agree that this is too much.

So now it comes time to send the laptop in for a third RMA. I’ve become extremely discouraged with ASUS after facing all of these problems with this machine. I’m losing trust in the ASUS brand, which is really a shame. Just in the past few months I convinced a friend who was buying an ultrabook to purchase a Zenbook UX31, and I convinced a relative to buy a Nexus 7 tablet. I’ve always thought that ASUS offered rock solid products at a great price point. Unfortunately this latest incident has really made me lose my confidence in ASUS. I hope that I can get a refund or exchange for my G73JH. I can no longer trust this machine to have any more repairs, especially since I still rely on it for schoolwork.

If there is anyone from ASUS who can help me in this process it would be greatly appreciated. Thank you for reading this far and listening to my issues. I’ve contacted ASUS social media via Facebook and Twitter but I’ve received no response, so I’m hoping I can find help on this forum. I really appreciate your help.

Sincerely,
Tom
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5 REPLIES 5

dstrakele
Level 14
PM cl-scott, the ASUS Customer Loyalty rep, on this forum to see if he can assist you. Just don't mention anything about Apple computers....
G74SX-A1 - stock hardware - BIOS 202 - 2nd Monitor VISIO VF551XVT

cl-scott
Level 12
As dstrakele said, just send me a PM or email with at least one of the past RMA #'s, or the unit's SN. I can look up the full repair history from either of those. Then I can review what was done in the past and go from there.

tdude51
Level 7
I'm sad to say that after my 3rd RMA for far more than 3 issues, I've experienced yet another hardware failure with my G73JH-A2. I must be insane, because I keep sending my laptop in and expecting different results.

A few weeks ago, the clicking/beeping noises from my hard drive returned. As the weeks went on, they became more and more frequent every time I turned on the computer. Often once I had booted into windows I would see notifications from the system tray from the Intel Rapid Storage Technology icon saying that a hard disk had been removed and inserted again. Steam would often have to verify the contents of the files for games on the hard drive, presumably because it was getting corrupted or there were read errors. I ran a full chkdsk that turned up with nothing, and the issues continued. Finally today I went to play Guild Wars 2 and I got a message saying that the shortcut didn't point to a valid location. Sure enough I checked in My Computer and my hard drive was not listed. My computer will not recognize the hard drive anymore.

I'm extremely lucky that I got an SSD for booting my OS, otherwise my laptop would be completely unusable thanks to yet another hardware failure. I've already sent it in for 3 RMAs for at least 5 different issues. It would've been more if I didn't have to wait until I was on break from school to send it in. This time I have a backup computer, so I want to take care of this one ASAP. I'm so tired of sending this thing back for RMAs. The third time I even had to pay for shipping. For some reason I remember Asus paying for the second time, but they didn't for the first and third.

I tried sending an email to cl-scott who was extremely helpful to me in setting up my 3rd RMA. I sent the above details to his email address but I was met with an automated response saying that "Cathy is no longer at our company." I have no idea who Cathy is. Is cl-albert the new cl-scott? Could you please PM me to help me work this out? Thanks.

tdude51 wrote:
I'm sad to say that after my 3rd RMA for far more than 3 issues, I've experienced yet another hardware failure with my G73JH-A2. I must be insane, because I keep sending my laptop in and expecting different results.

A few weeks ago, the clicking/beeping noises from my hard drive returned. As the weeks went on, they became more and more frequent every time I turned on the computer. Often once I had booted into windows I would see notifications from the system tray from the Intel Rapid Storage Technology icon saying that a hard disk had been removed and inserted again. Steam would often have to verify the contents of the files for games on the hard drive, presumably because it was getting corrupted or there were read errors. I ran a full chkdsk that turned up with nothing, and the issues continued. Finally today I went to play Guild Wars 2 and I got a message saying that the shortcut didn't point to a valid location. Sure enough I checked in My Computer and my hard drive was not listed. My computer will not recognize the hard drive anymore.

I'm extremely lucky that I got an SSD for booting my OS, otherwise my laptop would be completely unusable thanks to yet another hardware failure. I've already sent it in for 3 RMAs for at least 5 different issues. It would've been more if I didn't have to wait until I was on break from school to send it in. This time I have a backup computer, so I want to take care of this one ASAP. I'm so tired of sending this thing back for RMAs. The third time I even had to pay for shipping. For some reason I remember Asus paying for the second time, but they didn't for the first and third.

I tried sending an email to cl-scott who was extremely helpful to me in setting up my 3rd RMA. I sent the above details to his email address but I was met with an automated response saying that "Cathy is no longer at our company." I have no idea who Cathy is. Is cl-albert the new cl-scott? Could you please PM me to help me work this out? Thanks.


Scott is no longer with ASUS.

Albert has taken his old position on the forums.

Where are you located?
USA ASUS Reseller
http://www.neteffectspc.com

Pitcher1
Level 9
what is your location, i can find the locally TSD to ask what is happen and connecter with you.