My Canadian Asus G51J RMA Experience

You can see the problem I was having here: http://forum.notebookreview.com/showthread.php?t=437664

Essentially what happened is the hardware sensor that detects the presence of plugged in headphones broke. It always thought headphones were plugged in when they were not. This cut off all sound from my speakers.

I contacted Asus that week and was given a bit of a run around by the technicians, but nothing unusual. They asked me to perform a system restore to ensure it wasn't software, reinstall the sound drivers, the usual hoops before approving the RMA. I don't blame them, but a couple of the techs I talked to probably didn't know the difference between a laptop and a desktop.

On December 7th I asked to RMA my unit and was given pickup instructions for the following day. I didn't like the pickup time (they schedule anytime 12-6) which they said was impossible to be changed. I said OK, called Fedex and changed the pickup time, lol.

Fedex came earlier than the pickup time anyway and whisked away my laptop from Alberta to Markham, Ontario at great haste. It left here around 11am and it was received by Asus at 9AM the next day. Asus covers overnight shipping both ways which is a huge perk in my book.

Asus had the laptop the 9th 10th and 11th. On the 11th Asus sent me a false "Your RMA has been shipped to you" email-- it didn't actually ship out until late afternoon on the 14th. Minor quibble.

Fedex sucked on the way back. My laptop arrived into town the next day (15th) as promised... then sat in a warehouse all day. It finally came this morning (16th) and the Fedex lady basically said she screwed up... oh well, it's Christmas, I'm sure she's busy as hell.

The laptop came with a note explaining what has been fixed. The tech can't really spell: "ERROR LOCATION: AUTIO BAORD" lol... but anyway, they replaced the audio board and all works now.

Anyway, A+ experience I think. I really doubt other than Dell's NBD Onsite service will you find a faster notebook repair experience. The total time round trip was precisely 8 days.

 

I would say that my previous Asus RMA experience is also very good (Had a problem with sensors on my old G50) But since I actually live in Markham, Ontario it was just a simple 5 minute drive to drop it off and pick it up 2 days later. Total repair time? 2 days

 

Thats great to know. One of the USB ports on my 51j hasn't worked since I got the machine but haven't wanted to RMA until after the holidays. Glad to know it'll be a week or so instead of much longer as I was anticipating.

Thanks for your report.

 

Great.. now I seem to be having DPC Latency problems I hope it's not a faulty Audio Board.

 

Did you hard drive data get wiped out or did they leave everything intact?

 

I am very satisfied with the Markham service centre. I have used them twice, and each time they finished in less than a day (I drop off and pick up myself).

 

Markham service centre is a good place to go. When i recieved my replacement G50Vt-X1 (replacing the G1S-B2 that was fried) its hard drive managed to break 3 days into being used. So since i live in Waterloo, Ontario, i just drove over to Markham and had my hard-drive replaced within 25 minutes. I just popped by the Burger King across the road and by the time i was done my fries the new harddrive was installed. Granted i opted out of having my OS restored for me. Overall a very positive hassle-free experience.