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New Member
Posts: 5
Registered: ‎08-22-2020

Asus Ga502 Zephyrus is a defective product line I need help

Hi so I recently bought an ROG Zephyrus ga502du from Best buy around late May I think and I've been experiencing thermal issues extremely high temperatures when gaming and also the CPU was advertised to be a 4.0 GHz Ryzen CPU when in turbo mode but it's never been able to reach that. It's only been maxed at 3.5 GHz. I looked around on the internet and Al the other users who bought the ga502du noticed this and said it was a manufacturer defect for this line of products. I bought a warranty (which I was told I could replace my computer when I needed with no questions asked when I buy) for my computer but after I made my geek squad appointment I was told while it does cover replacements they attempt to try and fix it first before they give you a store credit or replacement laptop of the same price and that they do have a product replacement plan but that I had the accidental plan. I contacted customer service to see what they can do about it and if they can tell me why the person who sold me the warranty gave me an accidental plan rather than the replacement plan and after 4 hour long calls, 2 dead transfers to a supervisor 1 supervisor saying he would call back and never doing so and a call with a person repeatedly saying go to the store he can't help me I decided to chat with live chat (3rd time by the way) and decided to see if they can escalate it without me having to deal with the wonderful experience that is phone costumer support.

And low and behold I finally got a definitive answer.
My first question was why was I sold the wrong warranty and what could they do to fix it? The answer was simple. The person who sold it to me made a mistake because the only plan available WAS the accidental plan and that they had just gave me wrong information.
My second question was what are my options? They said I can take it to the store and they can send it off to a geek squad repair center and attempt to diagnose the issue and fix it (if it's a defect with the whole product line and the CPU no idea how they would do this but sure) and if they don't find the issues but am still having trouble they have a no lemon policy. Or I could escalate this to corporate and try and see if they can do something to straighten this mess out. I chose the latter. I was told that I could reach them over the phone through customer service (After the experience I've had in the past couple of days I think no) or I could make a post on the forums here and someone here can escalate it. but live chat reps can't.


if anyone was interested in the defects in the ga502 product line here are a couple of them:

•Throttles down to 400mhz

•Thermal issues even with a cooling pad

•Screen is supposed to be 3 ms response time but it's actually way way higher closer to 28ms or greater depending on the test

•Wifi card is unstable

•Cpu doesn't clock at full advertised speed (only goes up to 3.5ghz while gaming CPU bottlenecks GPU)
Trusted Contributor
Posts: 2,764
Registered: ‎02-07-2011

Re: Asus Ga502 Zephyrus is a defective product line I need help

Under the extended warranty the same part must have been replaced 3 times before a credit or replacement can be issued.

Have you contacted the manufacturer? They would probably be the best option for this.
Best Buy Employee
Posts: 2,615
Registered: ‎01-09-2015

Re: Asus Ga502 Zephyrus is a defective product line I need help

Computers do not have a “replacement plan” available, they were correct when they said the Geek Squad Protection with Accidental Damage from Handling was the only plan. Replacement plans are reserved for low cost items that are not usually repaired, i.e. headphones and game controllers.

I’m with nckhammond on this one, if it’s truly known that the entire product line is defective the best and fastest course would be the manufacturer. While GSP does have a no lemon policy, it does require multiple qualified repairs to enact.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 5
Registered: ‎08-22-2020

Re: Asus Ga502 Zephyrus is a defective product line I need help

May I ask why an employee would tell me "would you like a product replacement plan?" When buying the warranty? Also I understand contacting the manufacturer but I cannot afford to be without my computer since Asus support is known to be horrible and plus all they would do is give me another of the same laptop if not send back the one I already have. Already confirmed this with serveral other ga502 owners. My best option is to sort this out with Best Buy. Especially since Its only been 4 months since I bought it
New Member
Posts: 5
Registered: ‎08-22-2020

Re: Asus Ga502 Zephyrus is a defective product line I need help

Also I understand you cannot represent the Best Buy corporate office but can you ask someone here that is? Maybe they might be able to escalate this further so I can just take this back and exchange for a computer that is of equal value (No Physical or Cosmetic damage and all original packaging).
Also the site where you buy it you can see not only did users like myself started having problems around the same time that I did but they also stopped selling it as well.

https://www.bestbuy.com/site/asus-rog-zephyrus-g-15-6-gaming-laptop-amd-ryzen-7-16gb-memory-nvidia-g...
Trusted Contributor
Posts: 2,764
Registered: ‎02-07-2011

Re: Asus Ga502 Zephyrus is a defective product line I need help

Last I looked bestbuy was about 4 weeks plus out. They would send it out for repairs. They dont do exchanges after the 15/30/45 day return period pretty much ever....
New Member
Posts: 5
Registered: ‎08-22-2020

Re: Asus Ga502 Zephyrus is a defective product line I need help

Asus is selling people a bad product and it seems that Best Buy knows this ir at the very least know something because they kept putting it on sale and stopped getting new units.

I just want best buy to work with me for getting something of equal value as they have done in the past uf you're bought a protection plan. Like I said check the link: https://www.bestbuy.com/site/asus-rog-zephyrus-g-15-6-gaming-laptop-amd-ryzen-7-16gb-memory-nvidia-g...

Filter by 3 stars and lower because the 5 star ratings are mostly reflecting people who don't game or haven't had it long enough to see the issues. On almost every review if a person did any kind of heavy gaming after about 3 months they would notice the same issues I noticed and this is consistent across dozens of reviews. It doesn't help that Best Buy pushes all the good reviews up first.
I was under the impression that I was getting a good deal when I was buying this laptop but instead I ended up getting a laptop that has constant issues. Most of the laptops issues seem to be issues with the CPU.
Posts: 1,810
Topics: 91
Kudos: 292
Solutions: 96
Registered: ‎11-23-2018

Re: Asus Ga502 Zephyrus is a defective product line I need help

Hello, ROCKMANZER0, and welcome to our online community!

 

Thank you for posting to the forum. I hate to hear you've experienced issues with your gaming laptop, and I understand your concerns with this product after conducting research. I'm sorry for any miscommunication regarding the warranty you purchased on the product and what is covered. While nckhammond and jdogg836 provided great insight into how replacements and repairs work for laptops, I'm happy to review your purchase and account further.

 

While I encourage you to first contact the manufacturer, as mentioned, I'm also happy to collect your information and document your concerns and experience in our corporate system. Please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 3,442
Topics: 50
Kudos: 129
Solutions: 185
Registered: ‎10-19-2017

Re: Asus Ga502 Zephyrus is a defective product line I need help

This topic has been moved to its own thread under the board Best Buy Repair Support for further review.