03-16-2012 11:08 PM
This story begins,...... I Purchased an ASUS G73 Gaming Notebook in June of 2011. It was purchased for my Son to use for high school projects and social activities. All was good,...for about three months, when my son approached me concernning a lot of heat coming from the vents on the notebook. As I inspected, I noticed that the power supply was very HOT. Concerned, I removed the battery,....which was also HOT. I told him "lets try it for awile and see if cools off with the battery out",...well it did. Fastfoward, early December 2011,....we had been running the notebook without the battery, to keep the heat under control and again my Son approach me with a concern. This time the curser for the mouse/touch pad was moving erratically around the screen, without any hands nears the notebook. Bandaide number two,....Attach a USB mouse, "here it's working now". Two weeks pass, approached again by my Son, this time the screen was locking up while he was watching a DVD. Again I took a seat in front of the notebook, thinking it might just be a dirty disc. I press the eject on the DVD drive door,....Nothing, Press Press Press,....still nothing, "what's up with this thing NOW!" I blurted. So, I'm setting there trying to figure out if there is a way to get the DVD out through the drives information screen, when I feel my arm getting HOT. Whoa,....the power pack is HOT as you know what!,...seconds later, I see a wisp of smoke coming from the DC jack,...you know, the place where you plug the power cord into the notebook,....A high pitched squeel and then POP,...the screen went black. "What the_____!" Press power on,..Nothing, Press again,..Still nothing, awh, put the battery back in,.. NOTHING! OK time to take it to BESTBUY and see what the problem is, thinking, thank goodness I purchased the BLACK TIE WARRANTY.
HO HO HO,...It's the Holidays! I'm in line at the GeekSquad, When my turn comes up, I present the Tech with my experence. You know the story.....Hot power supply, hot battery, curser is possesed,.....smoke, squeel, then POP. I spoke to him with my concerns, I presented my warranty information, reciept and my recovery discs,...just in case.
03-16-2012 11:13 PM
Continued.... with about two paraghaphs missing. After my conversation with GEEKSQUAD personel, I call the BESTBUY store and ask to speak with someone from management. After quite a while of being transfered to different persons in, as it seamed, an attempt to get me to give up on my persute to speak with someone from management, I make a demand from the final person I was speaking with to, let me speak with management! On hold,....transfer then, "Hello, this is Kristen, how can I help you" I asked if she was a manager, .. she replied, "yes". Hey Kristen I don't know if you have any knowledge of my situation, but I have some concerns about a notebook that is in for service for the second time,......she was well aware of my situation and had my screen pulled up in front of her and was reading my service order information we introduced. I spoke concerning the fact that this was the second repair within three weeks of the previous,...Blah blah, HOT, multiple parts replaced, Fire Hazzard and the fact it wasn't repaired properly the first time seeing it's back again after three week from service. I spoke to her concerning my Three Year Black Tie Warranty which I purchased for peace of mind and to the fact that my notebook is of questionable quality. I then inquired with her the limitations of my warranty and to when an item is considered a LEMON. She proceeded to tell me that GEEKSQUAD will fix my notebook properly and in concerns to the Black Tie Warranty with items that cannont be repaired,......This is where it gets real good, "if an item is sent in for four hardware repairs during the warranty period, they will replace my notebook with one of equal technology,.....fair enough I'm thinking, but also, if we deem your laptop to be defective or is in for repair for longer that one month,..we will replace it and that will fulfill our warranty with you. So, again I'm thinking to myself, I have not owned this thing for eight months,....it's still under the manufactures warranty, then for all my frustration with this product, you are going to cancel my three year warranty after owning a defective product for eight months, in which better that a month + ownership it was in for repair! I proceeded to tell her that I would be displeased if they cancelled my three year warranty after eight months,.....that was the end of our conversation. Well for those of you who have not fallen asleep,......It's not over yet. Another week goes by and I recieve a call from GEEKSQUAD, " your laptop is ready for pickup", fantastic I'm thinking, my call to management got them to expedite my repair!!!!! So, once again I'm standing at the GEEKSQUAD counter to pickup my notebook. The tech comes through the service door with my notebook,......AND IT IS FILTHY, there is this white sticky stuff smeared on the bottom and on the keyboard and sides, plus there are two water rings on the cover, where someone had been using my notebook as a coaster for their soda cans,.....Remain calm, I tell myself. So I, C A L M L Y ask the tech if he had some type of cleaner and I will wipe it down while he finishes my paperwork. I'm at the counter cleaning this sticky white stuff off my notebook and I figure out what this goo is,.....IT"S THERMAL PASTE!!! it's in the vents, it's in the keys, it's on the monitor,.....What the @*#% does the inside of this thing look like if it's this bad on the outter surface! CALM,...OK fifteen minutes wiping and detailing,..there looks pretty good! Let's power it on,..and see how it works,.....AHHHHH YOU GUESSED IT!! NOT WORKING!! Here it is, going on five weeks in repair,.....I get a call from GEEKSQUAD,"there is some sort of problem with your laptop,....the recovery disc you gave us will not reload the system and we have to send to the manufacture and request new recovery software". Know that these are the same people who I paid $85.00 to make the recovery discs,.....and "there not any good!" THE STORY CONTINUES...................
03-16-2012 11:51 PM
For those who may wonder about my story,.....well the forum board could not load the full writeup which was 5 paragraphs long. Long story short,......my notebook has been "in repair"( 3rd. time) going on nine weeks since purchase in June 2011. Multiple repairs and parts replaced; motherboard, graphics board, power supply, battery, hard drive, many connecting parts and recently a RePaste of the NEW motherboard which was replaced three week prior to this repair. You Don't RePaste a NEW Motherboard!!!! And a big mention to that, if they have to replace my notebook they will cancel my Three Year Black Tie Warranty,.....I've only had this thing for eight months and it's still under the manufactures warranty! So, it's still in for repair as of today and it looks to be there at least another week or two! March 16,2012
03-17-2012 01:33 AM
03-17-2012 07:21 AM
I am having a really hard time following your story. However if it is less than a year old and it is covered under ASUS's warranty as well as qualifying for no lemon the gsbtp would carry over most of the time to the new unit. Also there is no need to yell.
First, don't criticize others when your own house is not in order...i.e. what does "gsbtp" mean? (Assuming "btp" stands for Black Tie Program). Don't abbreviate when it isn't clear what it is.
03-17-2012 09:37 AM
Hey Trent, The confusion in the story is, the forum board at posting deleted approx.2/3 of my writeup,....the entire middle portion, concerning my second repair and how it lead to me approaching their management. In response to your suggestion about it qualifing for a return,......no. It's currently being held for a "software" issue after they replaced the graphics board and hard drive and the repaste of the new motherboard. A return for repair with a hardware issue after three previous hardware repairs would qualify.
03-17-2012 11:37 AM
03-17-2012 12:38 PM
Also, as Trent said, if Geek Squad ends up replacing your laptop within the manufacturers warranty (due to a defect of the computer, not user error), then your Black Tie Plan will carry over to the new computer. Your best bet to get a fast resolution would probably be to wait here for a Community Connector that can work with you on expediting the repair or 'No Lemon' exchange for a new computer.
I was informed buy my management contact at BESTBUY, that "They had a management meeting concerning my notebook and if they have to replace my notebook,..it will fulfill my replacement warranty, therefore my extended warranty will be no longer available". This conversation, with a Rep. from their management team occured in mid Feburary. At this point the notebook is seven months old, on it's second repair and still under the manufactures warranty.
03-17-2012 01:39 PM
03-17-2012 01:53 PM
If the computer is replaced under the manufacturer's warranty then your Black Tie will carry over to the replacement if the replacement is the same model. If it is a different model (if they go with a comprarable due to the original not being available), then they will return your Black Tie for a pro-rated refund and you can apply that toward a Black Tie on the new computer.
If the computer is replaced under the Black Tie plan, then the Black Tie would be fulfilled.
I hope they get your computer either fixed or junked out so you can get a replacement soon. Good Luck.