GL502VS Discharging while Plugged-in

[ido505]

Hi,

I have got the new GL502VS with the 1070 gtx in it.
After reading a few topics in other forums I saw that some people complains about the battery - saying that it keeps discharging while connected to the charger.
Then, I noticed that it happens for me too.
It's not a big deal, but around 8% in an hour of playing Mafia 3.

Do you guys aware to this problem?
Is there anyway to fix it?

Thanks.

MODERATOR NOTE. Please see this post from June:
https://rog.asus.com/forum/showthread.php?88742-GL502VS-Discharging-while-Plugged-in&p=658857&viewfu...

[SeaSpray]

Bahz wrote:
It's not how businesses operate, there are procedures in place. If an issue isn't occurring for everyone but we allow return for refund without question then everyone will return it requesting for full refund regardless if they have this issue or not. Please note that a lot of people have been using the notebook for a period of time and can get back full refund, who wouldn't want that? In fact I have a friend who owns this model uses it as his main gaming system and hasn't experienced this issue and didn't even know about this issue until I told him about it. Like I said, it's not occurring for everyone or we should have about 3000+ pages on the forum demanding for refund.

Hi Bahz,

From my perspective, when I buy a product from any company I expect it to do its job well. I'm less interested in a refund, I'm more interested in seeing how ASUS is handling this issue.

I would of expected the company to investigate this matter seriously and communicate to us on a fix. Asking us to make a video and posting it on this forum is not a professional responce I would of expected.

We've given you more than enough information on how to replicate this issue, company has either shown little interest in investigating this matter or is incompetent in diagnosing their own product. The company obviously found a design issue since your post #547 clearly indicated a hardware fix that the ASUS did not pursue:

"After further internal discussion, the new solution unfortunately can’t be offered due to an insufficient material supplies issue that can’t be fulfilled within a reasonable period of time and additional technical issues."

Post #547 (https://rog.asus.com/forum/showthread.php?88742-GL502VS-Discharging-while-Plugged-in&p=658857&viewfu...)


Once my laptop is back in three weeks (I recently moved to France for work), I'm happy to make a video. But it's now almost September 2017, almost a year after the issue was report and this is ridiculous.

[Bahz]

SeaSpray wrote:
Hi Bahz,

From my perspective, when I buy a product from any company I expect it to do its job well. I'm less interested in a refund, I'm more interested in seeing how ASUS is handling this issue.

I would of expected the company to investigate this matter seriously and communicate to us on a fix. Asking us to make a video and posting it on this forum is not a professional responce I would of expected.

We've given you more than enough information on how to replicate this issue, company has either shown little interest in investigating this matter or is incompetent in diagnosing their own product. The company obviously found a design issue since your post #547 clearly indicated a hardware fix that the ASUS did not pursue:

"After further internal discussion, the new solution unfortunately can’t be offered due to an insufficient material supplies issue that can’t be fulfilled within a reasonable period of time and additional technical issues."

Post #547 (https://rog.asus.com/forum/showthread.php?88742-GL502VS-Discharging-while-Plugged-in&p=658857&viewfu...)


Once my laptop is back in three weeks (I recently moved to France for work), I'm happy to make a video. But it's now almost September 2017, almost a year after the issue was report and this is ridiculous.

Internal decisions on engineering changes/fixes on existing models is determined by the R&D team. They spent time to investigate this matter, they also spent time to assess whether or not this solution was possible and feasible. This isn't for one person to question or say they didn't take this seriously. I was in the loop for some of the discussions regarding this and a lot was being discussed. Of course I didn't get all the details on this but obviously there was a lot of effort put into this and also the reason why the company has agreed and moved forward to allow for the refund process to take place. The video is just "my" recommendation and it not a requirement because as I mentioned that service centers will only use professional stress tests tools to replicate the issue. Like most would understand, this issue is caused by heavy loading from both the GPU and CPU, so if they run tests to max out both CPU and GPU at all times for a prolonged period of time they will expect to be able to replicate the issue. However, so far in a few cases, the results are NDF because the notebook did not discharge past 90% even after 48 hours of stress test where both CPU and GPU were maxed out at 100% load.

[filbee]

Bahz wrote:
It's not how businesses operate, there are procedures in place. If an issue isn't occurring for everyone but we allow return for refund without question then everyone will return it requesting for full refund regardless if they have this issue or not. Please note that a lot of people have been using the notebook for a period of time and can get back full refund, who wouldn't want that? In fact I have a friend who owns this model uses it as his main gaming system and hasn't experienced this issue and didn't even know about this issue until I told him about it. Like I said, it's not occurring for everyone or we should have about 3000+ pages on the forum demanding for refund.

Trust is a two way street. If your brand has a reputation for standing by its products and building a relationship with its customers, you will win their trust and their repeat business that far outweighs the potential loss that might arise if your customers are truly as dishonest as you seem to think we are.

On the other hand if you know there is a problem with some of your hardware (as evidenced by the "fix" that you don't have the materials to implement) and you make it difficult for customers to get a resolution as well as assume they are out to defraud you, you destroy customer trust and drive your future business elsewhere.

Your "procedures in place" are anti-customer, but I now understand it's how businesses like Asus operate. Thank you for clearing that up - and I'll be placing my next PC order with one of your competitors. Well done, Asus - I am in awe of your expertise in customer care.

[Bahz]

filbee wrote:
Trust is a two way street. If your brand has a reputation for standing by its products and building a relationship with its customers, you will win their trust and their repeat business that far outweighs the potential loss that might arise if your customers are truly as dishonest as you seem to think we are.

On the other hand if you know there is a problem with some of your hardware (as evidenced by the "fix" that you don't have the materials to implement) and you make it difficult for customers to get a resolution as well as assume they are out to defraud you, you destroy customer trust and drive your future business elsewhere.

Your "procedures in place" are anti-customer, but I now understand it's how businesses like Asus operate. Thank you for clearing that up - and I'll be placing my next PC order with one of your competitors. Well done, Asus - I am in awe of your expertise in customer care.

All businesses have operating procedures in place, that's all that can be said. What you're implying is to not follow any of those and have a business all based on trust. I'm a customer of many brands including ASUS and I never heard any business operating in any way like you described it. I understand you're upset but it's illogical to demand for something like this and expect any business to operate in that way. However, majority of the response so far from most people that contacted me is that they have been processed for the refund. I'm here to help and I've been doing so with many product lines and examples like the G-SYNC upgrade program for G751. I simply provided a recommendation and you simply started trolling my comments. I'm trying to offer a way to help reduce the number of people not being able to get to the outcome they hope for since I won't be able to help with every single case. Is the video required? No, but to prevent people from the possibility of needing to send in the notebook more than once, it's recommended to offer this additional detail.

[rsunahar]

I think that the issue really is the barrel connector not being able to deliver the amperage. The resistance likely goes up too high as it gets hot.
I was looking on digikey for a 5.5x2.5mm barrel connector to solder on to one of my 230watt adapters. I can't find any that will support the amps. I think that's why they're all 7.4mm,

I agree that a refund is a reasonable solution. I also agree that more transparency would be the right thing.

I also think that an optional vbios is a solution that caps voltage, Yes some customers will still complain because they paid for a full 1070 and not an undercooked ome. I would use it thoug. *

[fvztdk]

rsunahar wrote:
I think that the issue really is the barrel connector not being able to deliver the amperage. The resistance likely goes up too high as it gets hot.
I was looking on digikey for a 5.5x2.5mm barrel connector to solder on to one of my 230watt adapters. I can't find any that will support the amps. I think that's why they're all 7.4mm,

I agree that a refund is a reasonable solution. I also agree that more transparency would be the right thing.

I also think that an optional vbios is a solution that caps voltage, Yes some customers will still complain because they paid for a full 1070 and not an undercooked ome. I would use it thoug. *

From the multiple "this new bios will solve the problem" since this problem was detected I think that was what Asus tried to do without success. I agree with you that this is a design fault or fault batch of components used on some of the laptops. That's make even more clear to me that I refund should be issued for those who want it.

[dragonmasterx]

my laptop with discharging problems doesnt turn on ,this is the second time that i am sending it back,the first time they replaced the power plug and update bios ,yet the laptop started a strange pattern on keyboard presses and now is dead, a laptop of 3 months old is again broken ,a well paid laptop with no quality and no support from asus site , i m dissapointed by asus and i would never buy again an asus beast with such failure in hardware, i expect this time they replace the laptop as it seems a faulty one
anyway hope for the best with rma ,i wont loose 1550e paid to have a faulty laptop with every month shipment to asus:mad:

[rsunahar]

fvztdk wrote:
From the multiple "this new bios will solve the problem" since this problem was detected I think that was what Asus tried to do without success. I agree with you that this is a design fault or fault batch of components used on some of the laptops. That's make even more clear to me that I refund should be issued for those who want it.

Well it seems that the move to the 230 watt power adapter for the 7700hq solved the issue, but i think it's more that the power connector itself can handle the wattage as temperature rises since both Seaspray and I have tried 230watt adapters without success.

I think that the bios was CPU only and not gpu which seems like it would be more effective.

[Bahz]

rsunahar wrote:
Well it seems that the move to the 230 watt power adapter for the 7700hq solved the issue, but i think it's more that the power connector itself can handle the wattage as temperature rises since both Seaspray and I have tried 230watt adapters without success.

I think that the bios was CPU only and not gpu which seems like it would be more effective.

Which model do you have? GL502VS or GL502VSK? Can you share the specs on your 230W adapter? Thanks.

[rsunahar]

Bahz wrote:
Which model do you have? GL502VS or GL502VSK? Can you share the specs on your 230W adapter? Thanks.

I have the vs i7 6700HQ.
Adp-230eb-t


I'm using a 7.4x5.0mm to 5.5x5.0mm adapter.