UX-21E lemon--am I screwed?

I bought a new Zenbook UX-21E here in Taipei four months ago. I like it a lot (except for the keyboard) because it's the only 11" ultrabook on the market that I know of. Since I bought it, however, it's had the motherboard replaced four times. The first problem was crashing upon AC removal. After that, I bricked it two times. Then the last motherboard again exhibited the crash upon AC removal, and I returned it the next day. This time, the service center promised me a brand new machine in a sealed box.

I'm concerned, though, because each time I bricked it I was only using the computer's standard functionalities: HDMI, USB 3, etc. Using all these functionalities, plus all ASUS updates may be more than what the average user does, but there's really no explanation for why it would suddenly fail to start, and it's impossible to do enough trial and error to pin down the problem. So the service center would just replace the motherboard, which is sensible. The turnaround time is 2-5 business days, and the service center is convenient to where I live, so no problem, though it's quite a hassle to reinstall all my software, re-do my configuration, etc.. They would re-use the SSD, which seems unwise, but I believe they did replace it on one of the occasions. My Mandarin isn't perfect, so I'm not 100% sure. In any case, on the latest go-round, they did a 40-hour burn-in and wiped the SSD. I tested for the AC/crash problem at the service center, but it only developed at home once I'd done some configuration and installed all the ASUS updates.

I don't see massive reports online that the UX-21E is junk, so I have to conclude that there's something about the way I use it that turns up a bug in their system. I'd be willing to operate within the constraints of some workaround because I like the device, but at this point, it would be just way too time consuming--and perhaps impossible--to zero in on the error so that I can find that workaround. The only equitable option I see is to return for refund, but there's my problem. Yes, I'll have a sealed box, but--ironically--ASUS has no actual stores in Taiwan. In Taiwan, you only have seven days to return for refund to the authorized reseller. After that, you're in the service center's hands. They're great, and promised me three years of free warranty service, but they have no power or cash to return for refund because they're not a store. There's no "lemon" law here, so the Catch-22 in Taiwan is that the first time I took it for servicing for a simple fix, that used up my seven day grace period, yet I had no way of knowing that I'd never be able to use the unit, couldn't know that I'd be better off hitting the panic button early and returning for refund the first week. The first fix lasted a couple of months, by the way, but subsequent fixes would only last 1-10 days before I turned up the defect.

I'm asking for advice as to the best way to get ASUS to let me return for refund. No way am I going to sell the sealed box as brand new goods on eBay because, even though I'm willing to take a small loss, there's the import/export PITA. And then if the unit has a problem--which another power user is likely to turn up--doing an eBay return with import/export will be a major and costly headache. If I sell "as is," that will knock down the value. In addition, it's the Chinese version of the machine, which will further knock down the value because then the "as is" will look suspicious. The only real difference with the Chinese version is that Chinese characters are on the keyboard next to the English letters, but still I think this would give U.S. buyers pause.

Another option would be to just use the unit and expect to take it in for service several times a year for the next three years, but come on. I could also just give it away, but I already give lots of computer equipment away in lieu of exporting via eBay sales--and this is $1500 for godsake. So I'm just left with searching out ASUS headquarters in Taipei and going to beg at a place that doesn't normally meet the public, so there probably won't be any English speakers. If I could just contact ASUS in the U.S. and negotiate with them, that would be great, but this sealed box can't practically (and perhaps not legally) be retailed in the U.S. due to the Chinese branding. Crap, a long sob story. Any suggestions or advice appreciated.

 

If they give you a completely different unit, why would you suspect it is going to have the same problem?

Why can't you just sell the sealed box locally, if you really don't want it and don't want to export?

 

Because I presume the motherboard basically is the computer. What other components do you think could be responsible? I'd love to give it another try. But if it fails, then I'm back on the same repair-refail treadmill with goods that I can't represent as unused in case of resale or refund. In fact, I couldn't even represent such failed goods as "like new" when selling. I thought a sealed box would be my best bet in getting the company to make an exception to their Taiwan return policy.

I've never tried that here due to the language barrier. Maybe I'd finally try it this time, but giving it as a present would be simpler and make someone happy.

 

If it's crashing on AC removal, don't you think the battery could potentially be to blame? have they ever replaced that?

Logically, if you have an entirely new unit, I don't see how you can expect the same problem unless you think there is a trend or design flaw.

 

No, they only say they replace the motherboard. Actually, I really don't know what other components there are that could cause a problem outside of the motherboard. Battery is a logical choice, I guess. Are there any other candidates for malfunction aside from the mobo and battery? I think I'm already on my second SSD.

Since web search reveals my problem is isolated, I can't necessarily go claiming there's a design flaw. But I did think perhaps that my quickness in using HDMI, USB3, and other USB devices might be turning up a non-obvious design flaw that ordinary users wouldn't cause. If that's true, I'm better off not opening that sealed box because I can't change my workflow. On the other hand, if all I've turned up is a faulty component not ordinarily checked by the technicians, then I'd love to be happy using the replacement goods. But before I break the seal, I'd really like the technician to be able to state positively which specific component was found to be flawed so that I don't get right back on the same treadmill.

 

I have a UX21E-DH71 and have sold a number of Zenbooks.

I never had the issues you had. I've used multiple inputs at the same time as well.

I'd say it's a isolated incident for sure

 

I have a UX31E-DH52 and I have this issue right now. I havent sent in the notebook yet. My notebook will shutdown if I plug in the AC charger or if I remove the charger. Its random tho, it doesnt happen everytime. I have create a RMA but I am scare to send it in. Thinking about waiting for Asus warranty to expire and then going to use my Squaretrade warranty.

 

Hello my name is Jeffrey and I work for ASUS Customer Loyalty Team

Regarding about refund you will have to speak to Tai Pei because where you have purchased the unit is a different country. Different country have different rules and policy.

If they will give you a new unit not open I believe there should be no problem. The model you have UX21E what is the other four characters after? When you sent the unit in for repair did you also send in the ac adapter?

 

Since they kept the unit on the last visit pending my replacement, I can't determine the full model number. I have "P3C1" recorded in my paperwork, but I'm not sure if that's it. I could PM you the serial number, if that makes a difference.

The repair center is walk-in, which is one aspect that makes it nice to buy ASUS here. The service people discuss the problem as much as you need, and they go to the back room and talk directly to the engineer who did your repair for clarification if necessary. I delivered the AC adapter (and ethernet adapter) on two occasions, and had them test it. They specifically said it was fine. I had bought a second Zenbook adapter, and when the computer has the AC/crash problem, it has it with both adapters.

Ordinarily, returning a boxed, sealed unit shouldn't be an issue, but when I walk into ASUS corporate headquarters, are they in any way set up to process a refund? This might be a first for them. And as I said, the service center can't process refunds, and the original retailer doesn't have that responsibility past the first seven days. I did ask him, but he's unwilling, and I don't blame him. Do you have any contacts in the Taipei office that you can direct me to?

I must say, dazz87's report of the same problem with a UX31-E is a total dealbreaker for me. Along with the fact that new motherboards don't fix the problem, that's stronger evidence of a flaw in design or somewhere in the manufacturing chain.

 

Within the three weeks that they promised a sealed-box replacement, they provided it. Upon pick-up, they wanted to open the box for some reason--I can't be certain due to the language barrier, but I'd assume it was to assure that it's not a DOA and/or to affix a sales information sticker like they normally do in Taiwan for warranty purposes. I wanted a sealed box to return to ASUS headquarters since that would give me the best chance of a refund. I was adamant about refusing to unseal the box, telling them I was taking the sealed box directly to ASUS headquarters in the Taipei suburbs, and showed them my map. At that point, they suddenly decided to arrange a return to the original store. I guess that requires assuring the merchant that they won't lose anything on the deal. Otherwise, the merchant has no responsibility, but I guess the service center has no way of returning money except via the retailers.

I don't know why they didn't just arrange this refund for me a few weeks ago when they promised the sealed box, because I thought I made it clear at that time I planned to take the sealed box directly to ASUS headquarters because the original merchant repeatedly told me he wouldn't take the unit back. They also directly refunded my purchase of an extra AC adapter because the service center does retail a few of those kinds of accessories on special order. The store handling the return (the main branch, not the location where I bought it) was surprised at this arrangement, so I guess that means they're not seeing such serious problems with the Zenbook. That's nice, and I'd have liked to give the new unit a try and thereby be able to rule out whether or not the problem was related to the battery and not the motherboard. But at this point, that's just too much work on my part, and it would be uncomfortable to unseal a second box and then return it. The first unit might have been a lemon, but it's also possible that I made more demands on the unit than the average user (but nothing non-standard) and that there's some kind of design flaw in the UX-21E that can't handle it.

It sucks because all the ultrabooks being produced and in the pipeline right now are larger than the UX-21E's 11 inches. I sometimes prefer that form factor. Weight-wise, though, my VAIO Z2 is about as light as the UX-21E. And I must say that I don't think I could ever stop getting frustrated by the UX-21E's non-WYSYWIG keyboard. I also found the lack of gigabit ethernet annoying. I can see going for a Zenbook prime sometime if I need a powerful backup for my Z2.