Hello, Friends O' The Humble Fishe! Stephen here, asking everyone who happens across this post to please read it over and let me know what you think? Also, any *SOLUTIONS* that any of you fine blogger folk might have for me, would be welcome.
I bought an Asus G50V-X1 notebook computer from Best Buy Electronics in October of 2008. I developed a problem with it beginning in mid-March of 2009, and sent it out to be serviced on March 20th, 2009.
Due to the drawn-out nature of this issue, as well the repeated delays I've been experiencing, I decided to keep a log of my experiences on the Forums at www.notebookreview.com. Here is the link:
http://forum.notebookreview.com/showthread.php?p=4729784#post4729784
I update whenever there's a major change--such as a delivery, answer to a phone call or email inquiry, etc., or when I want to share my feelings if the experience has been somewhat stifling, a bit shady (my experiences with my local Best Buy store are a good example of the latter), or any other time I feel the information pertinent.
I've striven to keep this log as factual and as free of overtly-emotional language as possible, except where circumstances warrant such a response. Even then, I've done my best to be as polite as possible.
This matter has yet to be resolved, and the growing delays, excuses, and ineptitude--both on the part of Asus *and* Best Buy's representative staffs--are trying my patience. This has caused tremendous frustration, worry, and unhappiness, as I had read so many good things about Asus and their tech support and customer service being among the best in the world.
I am disappointed to say that I can not say that the above is--from my own perspective and experience--true in any way, shape, or form, in terms of overall experience. There have been some high points--such as my RMA (Return Material Authorization) processing going smoothly at all times--but these have been rare.
Considering just what had to be done, and considering my own personal level of expertise, I can heartily say that, were it not for the machine being under warranty, I could've done a better job, myself, rather than the half-assed tripe that Asus and Best Buy possess that passes for customer service.
What I can say is that I expect to receive a new-in-the-box, upgraded computer for all the trouble both Asus *and* Best Buy have caused me.
Enough said. I present to you the original forum post from Notebook Review's web site (www.notebookreview.com), pasted below:
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[Update to Notebook Review (www.notebookreview.com) Forum Post Update, May 12th, 2009, Tuesday]
[BEGIN PASTE]
I bought an Asus G50V-X1 notebook computer from Best Buy Electronics in October of 2008. I developed a problem with it beginning in mid-March of 2009, and sent it out to be serviced on March 20th, 2009.
Due to the drawn-out nature of this issue, as well the repeated delays I've been experiencing, I decided to keep a log of my experiences on the Forums at www.notebookreview.com. Here is the link:
http://forum.notebookreview.com/showthread.php?p=4729784#post4729784
I update whenever there's a major change--such as a delivery, answer to a phone call or email inquiry, etc., or when I want to share my feelings if the experience has been somewhat stifling, a bit shady (my experiences with my local Best Buy store are a good example of the latter), or any other time I feel the information pertinent.
I've striven to keep this log as factual and as free of overtly-emotional language as possible, except where circumstances warrant such a response. Even then, I've done my best to be as polite as possible.
This matter has yet to be resolved, and the growing delays, excuses, and ineptitude--both on the part of Asus *and* Best Buy's representative staffs--are trying my patience. This has caused tremendous frustration, worry, and unhappiness, as I had read so many good things about Asus and their tech support and customer service being among the best in the world.
I am disappointed to say that I can not say that the above is--from my own perspective and experience--true in any way, shape, or form, in terms of overall experience. There have been some high points--such as my RMA (Return Material Authorization) processing going smoothly at all times--but these have been rare.
Considering just what had to be done, and considering my own personal level of expertise, I can heartily say that, were it not for the machine being under warranty, I could've done a better job, myself, rather than the half-assed tripe that Asus and Best Buy possess that passes for customer service.
What I can say is that I expect to receive a new-in-the-box, upgraded computer for all the trouble both Asus *and* Best Buy have caused me.
Enough said. I present to you the original forum post from Notebook Review's web site (www.notebookreview.com), pasted below:
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[Update to Notebook Review (www.notebookreview.com) Forum Post Update, May 12th, 2009, Tuesday]
[BEGIN PASTE]
Re: How bad is the Asus support?
How bad is Asus support? Well, I won't throw stones, but instead, just write down my list of experiences thus far.
My computer is a G50V-X1, purchased from a Best Buy electronics store in a suburb south of St. Louis, Missouri, in October of last year (2008).
The computer had been working flawlessly until mid-March of 2009, the problem being a loose center conductor on the left-side USB port. Deciding and thinking that the factory service center would probably be better suited to handled a motherboard replacement (the location of the USB connector), I decided to go through Asus Technical Support, rather than through the 'Geek Squad' division of my local Best Buy retailer.
I have two choices on service here: Asus Repair or Best Buy's Warranty Service.
First Choice: Asus Repair
Repair Facility: Asus Indy, Jeffersonville, Indiana
Log of Service:
FIRST INCIDENT
1. March 20th, 2009: Received RMA from Asus via Email.
2. Shipped computer out via local FedEx depot. (Asus sent Ground label instead of standard FedEx overnight. Shipped anyway.)
3. March 30th, 2009: Received email indicating my computer shipped out, on it's way back to me.
4. Received computer back within 2 days or so of March 30 email.
REPAIR SUMMARY: Repair Order Document in box indicated a new motherboard was installed. However, upon inspection, left USB center pin was still loose--tighter than original, but still loose. 'Loose' here refers to a vertical, 'up and down' movement of the USB port center conductor pin, indicating weak anchoring, either in the aluminum body of the port, itself, or to the motherboard, specifically. I don't know if this is particular to that motherboard, or just a bad lot of them at the factory; all other USB center conductor pins solid and tight.
Motherboard also reassembled incorrectly, in that the external WLAN slide-switch on the front edge of the G50V-X1 wasn't aligned with the motherboard hardware part. This alone brought on the need to obtain a 2nd RMA and once again ship it back to Asus Indy.
SECOND INCIDENT
1. April 1st, 2009: Had 'Live Chat' session with Asus Tech Support via Asus' web service portal.
2. April 2nd, 2009: Received RMA in Email
3. Shipped out via local FedEx depot, this time with proper overnight label.
4. April 7th, 2009: Received email indicating my computer shipped out from Asus Indy.
5. Received computer in about two days.
REPAIR SUMMARY
G50V-X1 Damaged! OLED board cracked in two places, which I could see through the cover-glass, and also indicated by lack of ability to display anything properly, save for battery charge indication. Body of laptop also appeared warped toward the front-top of the laptop, just back from the OLED display.
The WLAN switch was properly aligned with motherboard part, at least.
GENERAL SUMMARY:
During both courses of shipping, I had used the original boxing and packaging. This included a foam 'pocket' the laptop came in, as well as a clear piece of rectangular plastic that covered the keyboard and another, similar piece of soft, spongy material that went on top of the plastic keyboard cover-film, used to protect the screen from scratches in shipping. (The rectangular, rubber-like piece is similar to the stuff that comes on paper-towel like rolls, used to keep cups and dishes from slipping in trailer and RV cupboards).
When I opened the outer, brown, corrugated cardboard original outer box, I then removed the box with the handle and the 'Woman With Sword' graphic on it. I then opened the top of the inner 'graphic' box, and found my laptop in a thin, plastic bag--not the foam pocket in which I shipped it to Asus Indy!--flopping about loosely between the cardboard end-pieces that keep it from moving up and down and side to side! Saying I was livid is being generous ;-).
In short, Asus Indy didn't pack it properly, resulting in damage during shipping, handling, or the OLED break happened on the bench. Maybe one of the technicians or shipping and receiving clerks dropped it, banged it, dropped a tool on it when the unit was apart, or something similar. I'll probably never know the truth of it, at this point.
What's even more irritating, is a talk I had with Asus Notebook Customer Service in California, in which the CSR with which I spoke admonished me to not send it in the original packaging 'if I ever wanted to see that box again' (referring to the 'Woman With Sword' box). Just in what kind of box did she expect me to ship it? Her attitude was condescending and I felt she took me for some kind of an idiot. Don't ship it in the same box??? Sheesh!
Continuing: Before I shipped it, I used a thick, black, Magic Marker to place control numbers, my name, address, and phone number, all over the inner cardboard pieces contained inside the 'Woman With Sword' graphic box, including the cardboard end-pieces for the computer, itself. This strategy was probably what kept anyone from messing with the box-in-general, as indicated by the presence of every one of my marked-up inner box-and-parts. Pity I didn't do that with the laptop's original foam pocket; I might've gotten the computer back in one piece--provided the OLED wasn't damaged in-house.
I called customer service once again, and was given a new case/incident number to give to repair. I have not acted on that yet, but it is good for 30 days.
----
Second Choice: Best Buy Electronics
Repair Facility: Best Buy's Asus Certified Repair Center, Louisville, Kentucky
Store Location: Jefferson City, Missouri
When I purchased my G50V-X1 from Best Buy, I also purchased an Accidental Damage Policy/Extended Warranty combo package for $99.99. Everyone who buys from Best Buy or any other retailer should have this kind of protection, period! It's worth every penny. . .at least, I'm hoping it is. Let me explain:
I took the laptop into my local Best Buy (not the store from which I bought it) and took it up to Customer Service who referred me to the Geek Squad bench. Just as luck (bad) would have it, the 'Agent' I usually talk to wasn't there, and there was only a 4-day-old newbie and an ASSistant Manager (no misspelling here ;-> *snark*) with which I had to (or-)deal.
Here's how this went down:
1. Brought computer to Geek Squad counter. Opened computer bag and procured G50V-X1.
2. Showed to Agent.
3. Agent requests help from Assistant Manager.
4. I show AM problems: a) Loose USB center pin b) Broken OLED screen c) Warped casing.
5. Manager says he'll have to send it back.
6. I tell him of my Asus Repair 'Sagas' and he says they can look at it at their 5-Acre repair facility in Louisville, Kentucky (saying this proudly).
7. I ask for new unit.
8. AM refuses to replace unit with new one.
9. I end up resignedly having to accept AM's refusal.
10. AM assigns rest of process to newbie Agent.
11. Newbie Agent processes my forms, I reluctantly leave my beloved G50V-X1 with Agent, but before I leave, talk again with AM, who assures me that the forms are all correct and that their boxes are 'made especially for laptops to keep them form moving around (after telling him about my Asus Return Packaging Material experiences).
12. I leave store, dejected and tired of people 'not taking responsibility' for my needs as a consumer of a device which cost me over thirteen-hundred dollars ($1300), paid for with student loan funds whilst I was attending technical college back in October of 2008!
Present Situation: I am waiting for Best Buy. I will update this thread as soon as I get my computer--either repaired properly or replaced--back from Best Buy's service center in Louisville. If this proves uneventful, I'll have my G50V-X1 back in a few weeks. If not, I still have the ASUS incident number with which to generate a new RMA and shipping label from Asus Repair.
April 11, 2009 - End of Log
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So that's it forum folks. Please share your comments, thoughts, opinions, and such. Anyone else having trouble? I know I sure am.
Warm Regards,
Firefishe
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UPDATE: April 15, 2009
Unit is currently still with Best Buy's servicing center in Louisville, Kentucky.
Will be calling my local store today to see how the repair/replacement is progressing.
--Firefishe
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UPDATE: April 18, 2009
Unit is back from Best Buy's Louisville, Kentucky Service Center.
Best Buy Corporate has authorized an exchange, however, issues still abound:
Consideration 1: G50V-X1 with the Nvidia 9700M GT GPU is no longer available. G50Vt-X5 with Nvidia 9800 GS GPU is available, but has no modem, which I use now and again.
Consideration 1a: Case color is atrocious, LED side lights are white, instead of blue, and the flame graphic on the lcd topside is just a bit too much for me; also, the trackpad buttons are now a ridiculous HP-ish 'super shiny'; I prefer the 'brushed stainless' buttons of the G50V-X1/9700M GT system much better. (It should be noted here that all other available G50V's still use the brushed stainless buttons and have a solid black lcd topside, with blue side LED's and the Asus Logo light and the LED blue stripe. Aesthetics were part of the original reason I bought the G50V-X1 from Best Buy back in October, 2008. As it was, it could be used for both business and personal use, but I'm not into fancy case graphics with what I want to do, wish to display to others. The orange/black lcd topcase or solid black version will work for me; weird graphics won't. I want solid colors or solid color combinations.
Consideration 2: Replacement, Black, G50V-X1 with the P8400/Centrino 2 processor and the newer Nvidia 9800 GS GPU is available from Best Buy's online store, but, once again, doesn't come with a modem, which I use now and again. It does, however, come with Bluetooth, so I could, in theory, wirelessly tether it to a cell phone, which, in theory, might make up for the lack of the modem. (I usually use the modem in motel rooms that don't have WLAN connectivity.)
Consideration 3. My local Best Buy may not give me a cash refund. They want to give me--if it comes to this--an in-store credit. I've been looking around online and have found some Asus resellers that have some systems that might work for me, but I need to have my money back from Best Buy to purchase them. I've found a good deal on the G50Vt-X9 from www.btotech.com for $1449.00 plus shipping which would do just fine--as long as btotech has them in stock, anyway. I'd have to add a bit from the $1424.xx I paid to Best Buy, but this is minimal. I'm tired of waiting for both Asus and Best Buy to get with the program and stop 'fluffy bunnying' my customer service issues around with semi-desirable attempts-at-solutions.
Consideration 4: The Asus G50V-X1 I currently own has been mishandled, misrepaired, mis-shipped, and either damaged in-transit or murdered at the Asus Indy repair center in Jeffersonville, Indiana. So far, I'm looking at mild case warpage/bending, OLED Display Glass Breakage, and who knows what else under the re-assembled parts I can't see. I do not feel that any type of repair should be effected upon this machine. Replacing it with a new, in-the-box G50V-xx-xx is what I want!
If anyone has any useful information on how to resolve this problem immediately, please email me at sabrown@inbox.com .
--Firefishe
---------------------------------------------
UPDATE: April 20, 2009 Monday
Jefferson City, Missouri Best Buy Store
--
Detail Log: Walked in to the Jefferson City, Missouri (MO) Best Buy store, ready to utilize an Exchange Authorization that Best Buy Corporate's Customer Service Division had provided for me--presumably after a very long and detailed email I wrote to them. Okay, fine. Let's exchange the G50V-X1 for another one, or perhaps something just like it.
I walk in to the store and make my way back to the Geek Squad counter. What followed immediately after my arrival just begs to be shared and put down in print, so here it is. My more immediate issues follow the next paragraph:
I observed, upon arriving at the Jefferson City, MO Best Buy Geek Squad counter, a person I knew to be a very new Geek Squad employee re-fitting a cover to the bottom of a customer's laptop. This employee seemed to be having trouble getting the little memory cover back in place, and I could see that the cover wasn't set flush in the proper manner. This employee was screwing down this one screw, causing obvious stress on the cover-in-quesition; I knew it had to be under stress, because there was a tab sticking out of the opening that wasn't seated well, and as the employee was screwing in the fastener (screw), the board was becoming *CONCAVE* as he was doing so. Eventually, he finally seated the cover correctly, but had it been my laptop, his ears would've been verbally boxed for doing such as shod-job to my machine. (I'm not doing business with this company, anymore; details to follow.)
I had decided, after mulling it over for a while, whether or not I was going to exchange my G50V-X1 for a new G50V-X5 (the one without the modem, but with the better video card and the horrid 'paint job') 8-P. Well, as I was getting tired of not having my G50V-X1 in a damaged and mangled condition, so, weighing the differences, I decided I'd 'go for graphics-cardage,' and get the G50V-X5. Or...the new Gateway P7805u. Or...An HP multimedia computer that also didn't look bad.
I was given a $1200.00 return credit, so I thought I'd shop around for a bit. I ended up at that store for five and a half hours (5.5 Hours) before I finally decided on one Gateway P7805u with a 1900x1200 resolution screen. The display model of this laptop is, quite probably, and older P7811-FX, left over from last year, even though it bears the tags of the P7805u. Now, I did some online searching while I was there, and through various Best Buy customer reviews, was able to ascertain that--depending on what UPC # the box has, one might get a P7805u with a 1900x1200 screen resolution, or one with a lesser, but still respectable, 1440x900 screen resolution. The four-numbers-and-one letter designation appears in the middle of the UPC code for the P7805u, and are as follows:
P7805u, 1440x900 UPC with "3908B" (appearing in the center part of the UPC code)
P7805u, 1900x1200 UPC with "3910B" (appearing in the center part of the UPC code)
As luck would have it (and I have not had a great deal during this experiences), Best Buy Jefferson City had one of the high-resolution models! It had been opened and the hard drive 'optimized' by the Geek Squad dept., and then re-sealed, and a sticker affixed accordingly, indicating the service that had been performed. Now, what this 'service' is, in actuality, is a $39.99 'extra fee' that the Geek Squad tech dept. tacks on to some laptops so 'people who want to have this service performed, don't have to do it after they buy it.' {paraphrasing of what a Geek Squad employee told me today}.
Continuing; The Best Buy Customer Service desk--just to the left of the Geek Squad counter at the opposite end of the service area in this store--let me open up the laptop box, take the Gateway P7805u out, and look at it. It seemed fine, save for a few forgivable finger smudges left by the Geek Squad folks. Fine, no problem. No apparent breakages, cracks, or anything else I could see. So I decided to get it.
It was a toss-up between the Gateway P7805u (1900x1200) and the Asus G50V-X5 with the 1366x768 screen, no modem, and flashy paint job. The Gateway's Nvidia 9800M GTS chipset and that gorgeous 1900x1200 display (of which I tweaked the display model's settings to find this out) won me over to the Cow Collective *Moo*...or at least, so I thought.
I bought my original G50V-X1 with student loan money, and my financial situation is quite sparse at the present time. Wifey works at a McDonald's and Hubby (Me) is on disability and unemployed (though looking) at the present time. I literally had zilch on my pocket, not even a penny to spare. I had enough gas in the car to drive to Best Buy and back home. I mention the previous so I may present the following:
________________________________________
Original Best Buy Receipt Details
--
$ 1249.99 G50V-X1 Laptop Computer
$ 99.99 1 Year - Accidental Damage Policy
$ 75.94 Tax @ 6.75%
_________
$ 1425.92
Hmmm. . .
$1425.92 - $1200.00 = $225.92 ($1200 being the amount I was given by Best Buy Corporate for the 'exchange') See anything even remotely fishy here?
***Counting the tax I paid, I was shorted $225.92 on this 'exchange.'!!!*** Now, if this was supposed to be an 'even' echange, why is this even an issue?
The reason this is an issue is that I was told that this was going to be an even exchange. My original computer--the G50V-X1 cost me $1249.99 plus tax! (I include the tax amount, as I had to pay it, and must consider it part of the *actual cost*, which is the only amount that we're interested here, anyway! Counting the Accidental Damage Policy @ $99.99, and the price of the computer @ $1249.99, the tax came to $75.94).
The Gateway P7805u was listed at $1149.99, $100.00 less than my original G50V-X1 @ $1249.99. To me, this indicates nothing being owed. Well, when they tallied everything up, I was told I had to pay additional tax of $18.xx (and some change, I forget the actual amount; I left in disgust after that.)
Tax for an exchange? For a computer that cost me $100.00 less than my original? I don't know what kind of 'equity' that Best Buy is thinking it's giving me, but it's definitely not fair by any means. $20 bucks may not seem like a lot of money, but when we're talking about an exchange that's supposed to be 'merchandise for merchandise,' and they tally up tax of $18.xx on the difference (there shouldn't be any 'active different,' as this was just supposed to be, again, a merchandise exchange, no money changing hands, at all!), it means everything!
Read also into this equation, is the fact that I've been out this laptop for over a month--no thanks to Asus! GADS! Who's going to accept responsibility for my problems? I'm taking as much responsibility as I possibly can. I can only do so much. When I'm faced with managers who constantly hand me off to subordinates, when I'm nickeled-and-dimed to death in a situation where I'm positively flat-broke (My wife's ATM card bought the gas!), no cash-in-pocket today (April 20, 2009 Monday), and where it's just supposed to be 'stuff for stuff,' and not 'stuff-with-a-money-kicker,' I just don't know how much I can take!
I took a lot today. When I got out to my car, I was in tears, due to the horrible way Best Buy Jefferson City nickeled-and-dimed me to the point of mental exhaustion. It was to the point where I was getting physically ill; I *had* to leave, due to the stress levels this store's employee's were causing me. Right before I left, I asked the manager 'what's the deal' about the tax issue. He responded with something to the effect of:
"Well, I'm not responsible for tax. It'd be nice if we all didn't have to pay taxes, but that's not my problem."
That's when I asked for my computer, and then walked out the door. I'm not going to go back to this store. There's another in the area I'm going to try, but I don't know at this point. I may not be able to get any closure on this issue, at least not with Best Buy Jefferson City, Missouri (MO).
My next alternatives are pretty much limited, but are, as follows:
+++DESIRABLE ACTIONS / POSITIVE OUTCOMES+++
1. Activate standing service order from Asus and get RMA; send to Fremont, California (of which I've heard shudders) instead of Jeffersonville, Indiana,
2. Contact Best Buy Corporate, go to the other nearby store and get a full and complete rufund, IN CASH! (Bank Acct. xfer, Visa Cash Card(s), what-have-you are fine.)
+++NOT-SO-DESIRABLE ACTIONS / POSITIVE OUTCOMES+++
3. Contact my local office of police and their fraud division, file complaint, get money back. (Issue: Can Take Longer Than Above Items.)
4. Sue. (She can be a nice lass, if treated properly and if she hasn't had too many unreasonable demands placed upon her ;->; mostly, this path is the most expensive and takes the longest. I don't really desire to wait.)
The bottom, numbers 3 and 4, are only as a very, very, last-ditch resort! I have no desire to encumber myself with such matters if I can avoid it. Additionally, I also don't think Best Buy Corporate was thinking that any type of monetary difference on a sub-$1249.99 to the original $1249.99 computer was going to even occur. I'm going to have to get back to Best Buy Corporate now and talk to them about this. Not today, though. It's late, I'm tired, and it's time for a pop (Michigan-ese for 'Soda' as it's called in Misery...Sorry, I meant Missouri.) At this juncture, I really wonder if there's any real difference.
I'll post again with another update as soon as the next stage occurs, which will occur soon, probably tomorrow!
Thanks to those who are following this diatribe, I appreciate it. *Toss* (Ice Cold Cherry Coke!) ;-)
Be Well Forum Folks,
Warm Regards,
Firefishe (Stephen Brown)
sabrown@inbox.com
---------------------------------------
UPDATE: April 22, 2008 Wednesday
--
As of the very early morning of Wednesday, April 22, 2009, I've sent an Asus VIP Member technical service request email, outlining the issues experienced, and my desired outcome. I include the email in it's entirety below:
To: tsd@asus.com.tw
From: sabrown@inbox.com
Date: 4/22/2009 5:19:10 PM
Subject: Notebook G50V
Apply date : 4/22/2009 4:34:26 PM
[Contact Information]
*Name : Brown
*Email Address : sabrown@inbox.com
Phone Number : 573-418-4627
City : Jefferson City
*Country : United States
[Product Information]
*Product Type : Notebook
*Product Model : G50V
*Product S/N : 87N0AS14721228G
Place of Purchase : Best Buy
*Date of Purchase : 2008/10/5
*Operating System : Vista 64bit
[Problem Description]
This notebook has been misrepaired, and damaged.
The left USB port (as if the laptop were facing you with screen/lid open) needed replacement, and the job was botched.
The motherboard had to be replaced--as this is where that particular usb port is located; the motherboard used to replace had both a loose, defective left-side-of-laptop USB Center Post, and the board component that mates with the plastic WLAN (wi-fi) switch was not properly aligned, instigating the need for a second shipping.
When I received it back, upon opening of the box, I observed that the original, protective foam pocket I sent the laptop in--and also used for the first shipping, was replaced with a thin, plastic bag. Even doubled over, this bag was not enough to protect the G50 from being loosein-the-box, even with the laptop's cardboard box supports.
I attempted an exchange with a local Best Buy store--the chain I originally purchased it from in October of 2008--on April 20th, but to no avail. None of the store's laptops have a model that can replace this one. I also was treated rudely and had my case handed off to just about every other employee in the store, anything to keep the managers from working with me.
I had decided upon an exchange, but as it was supposed to be 'item for item,' and they tried to hawk off a so-called 'optimization' package on the laptop chosen in the form of an additional $40.00 dollar charge, and tried to get me to pay tax differences on the exchange, I negated the transaction immediately, obtained my unrepaired laptop, and left the store.
Legal actions against this store may be pending.
In actuality, the store isn't responsible for the damage, Asus Indy (Jeffersonville, Indiana) is.
Let me be frank. Polite, courteous, but frank: This laptop has now been shipped SIX TIMES in one month! I've had enough. I could have done this repair thoroughly myself on my own bench, but did not as it is under warranty. I have modified, repaired, and replaced my own, personal laptop parts on many other machines; this was also when they were all out-of-warranty. I do not disassemble in-warranty machines, I should not have to do so, and don't as I--hopefully *obviously*--I won't void any active warranties I may have on any machine that is new.
Well, this machine isn't new anymore. It's broken, the casing is cracked, my OLED info screen is cracked, and who knows what else might lie broken underneath in the areas I cannot see.
So here's what I have:
1. Three repair cycles, two with Asus, one with Best Buy.
2. One botched repair/delivery cycle; One damaged computer/delivery cycle (2nd time *did* fix the WLAN switch issues, so I'll give credit where it's due) and a cracked/broken OLED display.
3. One out-of-Asus-repair-cycle with store chain where purchased, consisting of one mailing to (supposedly) certified Asus Service Center in Louisville, Kentucky. Exchange given via corporate consumer relations office after two emails were sent, and all details--including the Asus repair experiences--shared with Best Buy consumer relations staff member via email.
3a. Exchange impossible due to mitigating factors, including the possibility of in-store fraud, in the form of failure to exchange for similar equipment as corporate consumer relations indicated. as well as questionable financial handling of the matter.
(I am pursuing this matter separately at the local level, and it has nothing to do with Asus in any way, shape, or form.)
Okay, now that I've said that, what do I want? A new computer! A similar unit, new-in-the-box. NOTE: NO REFURBS ACCEPTED!
The closest model I've found with similar features is the G50V-X9. This model would also provide the following, which I would consider as equitable, considering the loss-of-productivity, as well as the botched repair and damage issues:
1. 1680x1050 high-definition screen, over the G50V-X1's 1388x766 resolution.)
2. Bluetooth (which I need for connecting my cell phone to the laptop.)
3. The fax/modem none of the Best Buy store models have and I need.
4. An upgraded video chip 9800M GS, vs the G50V-X1's 9700M GT.
5. A 9-cell, extended-life battery.
6. Both laptops (The G50V-X9 with no additions or upgrades) come with one (1) 320GB hard drive. This is acceptable, as my original laptop only had the one 320GB drive. I desire equitability only--and a little upgrade for the trouble caused me--not exorbitance.
I paid $1425 for my original G50V-X1 in October of 2008; this included a $99.99
Accidental Damage Policy.
The G50V-X9 is being sold by www.btotech.com (also a contributing author for the Asus Forums @ www.notebookreview.com) for $1449 plus shippping (as of April 22, 2009.)
I've looked around the 'net, and this is the best price I've found. It's $25 more than my original purchase price, the laptop provides *all* the features I want, and allows for more uptime on battery. It also allows me to take advantage of Asus' 2-year warranty, and by registering the laptop within 60 days, I can still have the one year damage protection in place. All in all, I think a win-win situation.
Please provide for me a new-in-the-box G50V-X9, with the aformentioned features, and we'll call it quits on this issue. I think my request is a fair one.
Please contact me via telephone at (phone # removed) to speak to me directly. Email at sabrown@inbox.com.
Thank you for your consideration.
Warm Regards,
Stephen Brown
--
The email has been sent, I've talked with notebook support earlier today (April 21) via livesupport.asus.com, and I need to speak with a supervisor during normal business hours, as the repair facility can't do any replacements, only warranty repairs.
Again, I'll see how it goes.
Warm Regards,
Stephen
----------------------------------
UPDATE: April 23, 2009 Thursday
--
I still have not heard back from Asus Customer Service, nor have I received the promised call-back from a Supervisor.
I will wait until tomorrow, Friday, Apiril 24, 2009, and see what happens. I will also attempt to contact a Supervisor directly.
I have been told that the Supervisors we're in meetings a couple of days ago, so I will hope their meetings are concluded.
Although that may be a reason I haven't been able to speak to anybody during the course of the past week, it doesn't really seem like much of an excuse to not even give me a call-back. Two emails have been sent to the Supervisor--according to Asus Technical Support and Asus Customer Service staff, and I still don't have anything, either via my phone's voice mail, or in my email inbox.
I shall wait another day.
Warm Regards,
Stephen
--------------------------------------
UPDATE: April 27, 2009 Monday
--
Asus Supervisor contacted me on Friday, April 24, 2009. Received email after this, indicating that upper management had been made aware of my case history, and that the matter was under review.
Will call today at number given in email and verify nature of matter, ergo, whether or not I am going to receive a replacement G50V. I will do this *before* sending my laptop back to Asus in Fremont, California (CA). Sending to the facilities in Fremont, CA to avoid any more pitfalls with the Indiana facility.
--
LATER UPDATE: Call Accomplished! Spoke to helpful customer service representative, and am hopeful of positive outcome via this channel. Am FedEx'ing G50V-X1 shortly after this post.
Will continue to maintain log here, and hopefully, will be able to post MATTER CLOSED, CONDITION: SATISFIED! after all this is done. It certainly would make me happy.
Warm Regards for now,
--Firefishe
---------------------------
UPDATE: Friday, May 1st, 2009
--
I spoke with Asus Customer Service today, calling them around 6pm Central Time.
Having verified with the FedEx Office (formerly FedEx-Kinkos)--the location from where I shipped my computer--that my G50V was, indeed, delivered and signed for, I was hoping that maybe Asus Fremont would've gotten around to replacing my ailing machine.
Shipping Note: According to FedEx, it was signed for by someone named "Y.Man"; What does this mean? 'Yes' Man? Yo', Man? I'm beginning to wonder about the professionalism of this company, at least the United States offices. Would this type of thing happen in the Asian countries? I suspect not. I prefer straightforward names that can be easily traced, not simple initials that sound like a high schooler's!
As of the time of this update (May 1, 2009 Friday), I was informed that there was a five-day backlog of repairs, and that my machine had not been gotten to yet.
*SIGH*
I'm getting tired of this. . . (more later...)
--Stephen
---------------------------
UPDATE: May 3rd, 2009 Sunday
--
Waiting until Monday. Will call Asus back early in the morning, Pacific Time. I've been calling in the late afternoon, so perhaps I'll have better luck early in the morning.
---------------------------
UPDATE: May 4th, 2009 Monday
--
Feeling a bit ill, today, so I could not get out and contact Asus. I've checked my RMA's status on Asus's web site, and it's still showing as not being in the repair network loop. This probably means one of two things; One, that my G50V-X1 is still on the waiting list for service; or Two, that my case is being handled as a replacement by upper management. Replacement is my preference and the only solution I shall accept at this time for this broken and abused (by Asus) notebook).
If I happen to get the same notebook returned to me, instead of a new-in-the-box model with a different serial number, I'm going to start the processes that may lead up to litigation.
I'm tired of this. I've been waiting since March 20th to have this matter resolved. My local Best Buy store won't be fair with me, has tried to shaft me on a simple exchange, as well as having staff at my local Best Buy store (Jefferson City, Missouri) treat me as if I'm a secondary reason for their being in business; as mentioned in the relevant paragraphs above this one, I waited for over 5 hours and was treated with contempt, as well as being constantly handed off to subordinates by managers who didn't want to handle the matter personally. (There's only one person in the Jefferson City store I would trust to handle this matter, and, unfortunately, he wasn't in the store at the time.)
Asus Fremont (California) has my notebook, complete with my system disks, power supply, and everything that came packed with it--including the microfiber cloth used to clean the screen; I've kept that computer in tip-top condition up to the time Asus Indy's (Indiana) service people botched the original repair job and damaged the notebook, either in shipping or on the service bench, causing internal damage to the inset display/board.
The laptop has now been shipped physically *SEVEN (7) TIMES*! That's a bit too much for my blood. Coming new from the factory in new boxing is one thing, followed by a single shipping cycle (2 shippings, 1 to get it there, the other to bring it back) for any needed repairs--properly done--is fine. Seven physical shippings is beyond the realm of sanity for this type of thing, and, considering that the notebook is already physically damaged internally and externally, it's time for a new-in-the-box replacement--plus perhaps a few upgrade for my trouble--to be shipped to my door, post-haste!
If the last seems a bit too much, consider the above. Re-read it *ALL* and then you tell me if I don't deserve a bit of value-added-service. I think you'll come to the same conclusion.
All for now, will update toward the end of the week; I want to see what the outcome will be on Friday.
Warm Regards,
Firefishe
---------------------------
UPDATE: May 7th, 2009 Thursday
--
Just a quick note: I had a quite-friendly contact with a helpful Asus CSR this afternoon. I am assured that my notebook computer is currently being reviewed by the upper management at Asus Fremont (California). It was suggested I wait until Monday, May 11th, 2009. The CSR said that if I hadn't heard back by then, to call them at that point.
I have agreed to this.
I'll post another update after Monday or if something positive happens in the meantime.
All for now, more later as things develop.
Warm Regards,
Firefishe
---------------------------
UPDATE: May 12th, 2009 - Tuesday
--
Just sent off a Technical Inquiry via Asus' VIP Member's site at usa.asus.com. I need to call Asus' customer service later today and see how my RMA is progressing. I'll post another update after that call.
All for now, more later today.
----------------------------
UPDATE: May 15th, 2009 - Thursday [A Bit Ranty, Just Be Warned!]
--
I called Asus Customer Service today at about 4pm Central Daylight Time via their toll-free notebook support hotline. I experienced something both extraordinary and exceptional, today! That of not being on hold for twenty or thirty minutes, only to have to hang up because of something pressing I had to do; I was on hold for only about TWO MINUTES! (Can you believe it??? I couldn't, and was flabbergasted to the point where my jaw dropped, my tongue rolled out onto the pavement, and my eyes came out of their sockets!)
To top it all off, I actually got someone who...get this...ACTUALLY SEEMED CONCERNED AND WORKED DILIGENTLY TO DO SOMETHING FOR ME! Something to the effect of emailing a supervisor--probably on the super's BlackBerry--while they were in a meeting! Go figure! Can something be up? (SARCASM) I sure hope it isn't my used G50 up for grabs at a company staff drawing and the help I received wasn't a social front for the not-seen-in-the-background intern doing a study on customer service customer frustration levels for their psychology degree! (/SARCASM)
Okay, so much for the venting. Thank you! I needed that! Fact is, I needed it so much I decided to something positive today and take a motorcycle test ride at a local dealer. 2008 Kawasaki Versys to be exact. Very nice machine. Now to get my computer back so I can write that million-copy best seller and retire before I'm 50!
I *will* be calling them back tomorrow if they don't call me first. If this doesn't get handled, someone's going to make me a millionaire, that's for sure.
--Firefishe
Special Note: For practical, legal, and other purposes, the following, below, should be used for official use:
1. Called Asus Notebook Customer Support at about 4pm Central Daylight Time.
2. Waited on hold for only two minutes, and was answered promptly by a Very Courteous CSR.
3. CSR seemed genuinely concerned for my problem, and took steps to get my message to their supervisor.
4. CSR informed me that my matter had been emailed to their supervisor.
5. I'm now awaiting a phone call from the supervisor.
6. I will call supervisor on Friday, May 16th, 2009, probably sometime around 3pm Central Daylight Time (1pm Pacific Daylight Time).
Special Notation: Customer Service Representative (CSR) was the friendliest I have experienced in nearly two months, and, if this matter is handled quickly, will make up for all the previous 'faux pas' I have experienced, to date.
More as things progress...
Warm Regards,
Firefishe
----------------------------
UPDATE: May 15th, 2009 - Friday
--
Having been away from my computer for a bit while my wife was using it, and not being able to check my email until today (May 15th), I wasn't aware that Asus sent me the following email correspondence on May 13th, 2009.
I'd paste it here, but the formatting is in an HTML Table and wouldn't go well with the code on this forum, so I've text-formatted out in simple form, below:
[BEGIN EMAIL PARTIAL PASTE]
Dear Mr. Stephen Brown,
Firstly, I do apologize for the delay in the process of your RMA.
Please review the spec below as we will be replacing your G50Vm-X1 with the G50Vt-X1. The main difference between the two has been highlighted to you in RED/YELLOW.
SUGGESTED REPLACEMENT
--
Model Name: G50Vt-X1
Part Number: 90N-SSZA2411131KQL0Y
LCD Panel: 15.6" WXGA (1366x768)
CPU: P8400, 2.26GHz *HIGHLIGHTED*
Graphic Card: Nvidia 9800M GS 512MB *HIGHLIGHTED*
Memory: 4GB DDR2
Hard Drive: 320GB *HIGHLIGHTED*
Optical Drive: Double-layer DVD±RW/CD-RW
Wireless LAN: 802.11 a/b/g/n
Battery: 6-cell
Web Camera: 1.3 million pixels
FingerPrint: No
Bluetooth: No
Operating System: Vista Home Premium SP1 (64 Bit)
--
YOUR CURRENT MODEL
--
Model Name: G50Vm-X1
Part Number: 90N-SPYA5714656KQC0Y
LCD Panel: 15.6" WXGA (1366x768)
CPU: T5750, 2.0Ghz
Graphic Card: Nvidia 9700M GT 512MB
Memory: 4GB DDR2
Hard Drive: 200GB
Optical Drive: DVD SuperMulti with Light Scribe
Wireless LAN: 802.11 b/g/n
Battery: 6-cell
Web Camera: 1.3 million pixels
FingerPrint: No
Bluetooth: No
Operating System: Vista Home Premium SP1 (64 Bit)
Signature Lines, Corporate Emails, Web Sites
[END EMAIL PARTIAL PASTE]
--
Summary
--
1. Missing Modem (G50V-X1 has modem, G50Vt-X1 does not).
2. G50Vt-X1 Optical Drive Not Listing Light Scribe (Best Buy web site lists it has having Direct Disc Labeling).
a. assuming light scribe or equivalent based on Best Buy web site data.
3. Color of Casing is not the same.
a. G50V-X1 Orange and Black Case.
b. G50Vt-X1 case is black with blue, garish graphic on top of LCD/Cover.
i) not suitable for business.
c. Trackpad Button Area is bright, shiny chrome, instead of brushed aluminum finish.
These are the principal differences. I've already gone over this model in my earlier posts, so I won't list any more here.
CONCLUSION: G50Vt-X1 not suitable for replacement of G50V-X1. Suggest replacement with G50Vt-X9 or same computer configuration as G50Vt-X9 but without the 9-cell battery. Either acceptable.
Again, will they do it? I'm calling them tomorrow as soon as they open and I can get to a phone.
Warm Regards,
Firefishe
----------------------------
UPDATE: May 17th, 2009 Sunday
--
I have decided to accept the offer from Asus regarding the replacement of my G50Vm-X1 with the G50Vt-X1 (The 'm' designates my original computer and is accurate, as this number is on the back of the notebook, itself.) There was some confusion on my part with regard to what I thought was the G50Vt-X1; ergo, I mistook some of the G50Vt-X5's nomenclature for the G50Vt-X1's. Well, I know when to admit when I've made a mistake, and I have made one here.
Granted, the G50Vt-X1 isn't orange and black--it's black and silver, with blue side lights, cover/logo lights, and blue trackpad lighting--but I'm going to accept it on the grounds that my major concern--a lack of a modem--has been ironed out with the availability of a usb-based modem from U.S. Robotics--Hayes Compatible--that won't give me the problems that software-based (so-called 'win-modems') modems are prone to cause gnu/linux based systems.
So that's solved! :-) The rest of the differences are mainly case color, and I've decided the graphic on the G50Vt-X1 isn't so garish after all--unlike the G50Vt-X5 (my personal opinion, only, others may like the -X5's coloring).
Well, that's it! I'm awaiting a confirmation email from Robert Diaz or whoever wants to finalize this. I'm sure they'll be happy to just get it done; Although I'm not completely satisfied, the situation is fairly equitable as to features and function of the old notebook, save for the absence of the internal modem. Again, that problem has been solved, so I'm not sweating it.
I am including both emails sent to Robert Diaz, postebed below. Please note that these were copied and pasted from the email, the email had Rich Text encoding and displayed the primary differences of my computer and the replacement computer inside of an HTML table. That formatting is not included in the paste, so I ask that readers reference my previous post--meaning, the last post of the May 15th, 2009 Sunday entry.
As it is the weekend as I am writing this, I will have to wait until Monday to see if everything is going through as planned. I feel I can say with reasonable certainty that, even though I initially did not accept the offer, Asus will probably be happy to realize that I am open to the exchange as proffered.
I am eager to get my new computer and be done with this experience so I can get back to business, both personal and commercial.
More on Monday.
Warm Regards,
Stephen Brown
----------------------------
UPDATE: May 19th, 2009 - Tuesday, Early Morning
--
Well, I guess everything is in the works. I received this email from Mr. Robert Diaz:
Upon receipt of my new G50Vt-X1, subsequent inspection of same, and after I make certain everything is working properly and in order, I will consider this matter closed.
More later in the week. . .
Warm Regards,
Firefishe
----------------------------
FINAL UPDATE! May 24th, 2009 - Sunday - 11pm Central Daylight Time
--
I have my new Asus G50Vt-X1, and after all of my prior experiences to date, have to say that I am quite satisfied and happy with it! :-)
Now don't get me wrong, I'm not capitulating to the poor customer service I received from either Asus or Best Buy in Jefferson City, Missouri beforehand; I'm just saying that I have my new machine, I'm back online, and I'm being productive again. I already have Ubuntu back on it, and I have 120GB more hard drive space with which to play.
(Non-Customer Service Observations and Musings)
--
3D works great on Ubuntu GNU/Linux with Nvidia's proprietary driver. I've never seen CoolIris--a popular 3D plugin for Firefox--work on a gnu/linux based system, before. It's nice to see that 3D and Ubuntu work well together, with very little problems, overall.
The Nvidia 9800M GS is a wonderful chipset (PCIe Form Factor in this notebook; i.e., a removable card) and handles all my 3D needs well. I have yet to test it with EvE Online, but I'm going to have to re-download the high-resolution version of the game, and that will take some time--if I do it that way, at all. I'll probably just buy the DVD online this time, and forget about downloading so much data via a 100KB-per-second line. It's good for gameplay, as it's steady, but not so good for 4.5GB files.
It's a nice little powerhouse, even if it doesn't have a built-in modem or Bluetooth--two items which, if I'm savvy, I can install soon enough with little trouble, although my warranty will probably be toast. I'll probably just stick with USB externals and be done with it!
(Final Customer Service and Repair Service Summaries)
--
Asus needs to get on the ball or it's going to end up as roadkill on the customer service super highway! When I received my G50Vt-X1, the computer was moving around inside the box. Thank the deity or impersonal force of your choice that it was shipped Federal Express Standard Overnight, and wasn't on the truck for more than a day! If it had been, I believe that the brand-new unit I received could have easily been damaged!
The G50Vt-X1 came in a very used Asus Pundit P1 Barebones Laptop box--a box that was much too large for the notebook. What's up with this? Shouldn't the unit have come in a standard retail box packaging, with proper internal dimensional spacing??? The lack of credulity on the part of Asus' shipping clerks boggles the mind!
Luckily, the notebook didn't arrive damaged, but whoever is in charge of packing the notebooks, both at Fremont, California *and* Jeffersonville, Indiana, need to have their heads examined! Had I been their supervisor, and had received complaints like this, there would've been a very specific meeting and re-training session for the shipping department! Either that, or I'd just recruit new help. Enough is enough!
As for Best Buy in Jefferson City, Missouri, that store has seen the last of me! I'm never going to do business with them again. The way I was treated was atrocious, and the managers, callous! I left in tears, and it takes a lot for me--a 43 year old man of many seasons--to get to that stage.
My energy was so completely drained after dealing with them that day, that I won't recommend them, won't suggest anyone work for them at all! I've been through one of their job interviewing processes, and it resembled something more like a new-age encounter group session than a real interview. Also, save for one helpful and intelligent Geek Squad Technician with whom my wife and I know locally from other venues, and perhaps one other person in the entire store, the collective intelligence of the Jefferson City, Missouri Best Buy Electronics Store is, in my opinion, barely above that of a popped resistor!
It's *that bad* folks! Just don't do business with them, and with that said, I'll say no more.
MATTER CLOSED, CONDITION SATISFIED...but only barely.
Ending This Thread Now
Respitefully,
Firefishe
-----------------------------------------------------------------
My computer is a G50V-X1, purchased from a Best Buy electronics store in a suburb south of St. Louis, Missouri, in October of last year (2008).
The computer had been working flawlessly until mid-March of 2009, the problem being a loose center conductor on the left-side USB port. Deciding and thinking that the factory service center would probably be better suited to handled a motherboard replacement (the location of the USB connector), I decided to go through Asus Technical Support, rather than through the 'Geek Squad' division of my local Best Buy retailer.
I have two choices on service here: Asus Repair or Best Buy's Warranty Service.
First Choice: Asus Repair
Repair Facility: Asus Indy, Jeffersonville, Indiana
Log of Service:
FIRST INCIDENT
1. March 20th, 2009: Received RMA from Asus via Email.
2. Shipped computer out via local FedEx depot. (Asus sent Ground label instead of standard FedEx overnight. Shipped anyway.)
3. March 30th, 2009: Received email indicating my computer shipped out, on it's way back to me.
4. Received computer back within 2 days or so of March 30 email.
REPAIR SUMMARY: Repair Order Document in box indicated a new motherboard was installed. However, upon inspection, left USB center pin was still loose--tighter than original, but still loose. 'Loose' here refers to a vertical, 'up and down' movement of the USB port center conductor pin, indicating weak anchoring, either in the aluminum body of the port, itself, or to the motherboard, specifically. I don't know if this is particular to that motherboard, or just a bad lot of them at the factory; all other USB center conductor pins solid and tight.
Motherboard also reassembled incorrectly, in that the external WLAN slide-switch on the front edge of the G50V-X1 wasn't aligned with the motherboard hardware part. This alone brought on the need to obtain a 2nd RMA and once again ship it back to Asus Indy.
SECOND INCIDENT
1. April 1st, 2009: Had 'Live Chat' session with Asus Tech Support via Asus' web service portal.
2. April 2nd, 2009: Received RMA in Email
3. Shipped out via local FedEx depot, this time with proper overnight label.
4. April 7th, 2009: Received email indicating my computer shipped out from Asus Indy.
5. Received computer in about two days.
REPAIR SUMMARY
G50V-X1 Damaged! OLED board cracked in two places, which I could see through the cover-glass, and also indicated by lack of ability to display anything properly, save for battery charge indication. Body of laptop also appeared warped toward the front-top of the laptop, just back from the OLED display.
The WLAN switch was properly aligned with motherboard part, at least.
GENERAL SUMMARY:
During both courses of shipping, I had used the original boxing and packaging. This included a foam 'pocket' the laptop came in, as well as a clear piece of rectangular plastic that covered the keyboard and another, similar piece of soft, spongy material that went on top of the plastic keyboard cover-film, used to protect the screen from scratches in shipping. (The rectangular, rubber-like piece is similar to the stuff that comes on paper-towel like rolls, used to keep cups and dishes from slipping in trailer and RV cupboards).
When I opened the outer, brown, corrugated cardboard original outer box, I then removed the box with the handle and the 'Woman With Sword' graphic on it. I then opened the top of the inner 'graphic' box, and found my laptop in a thin, plastic bag--not the foam pocket in which I shipped it to Asus Indy!--flopping about loosely between the cardboard end-pieces that keep it from moving up and down and side to side! Saying I was livid is being generous ;-).
In short, Asus Indy didn't pack it properly, resulting in damage during shipping, handling, or the OLED break happened on the bench. Maybe one of the technicians or shipping and receiving clerks dropped it, banged it, dropped a tool on it when the unit was apart, or something similar. I'll probably never know the truth of it, at this point.
What's even more irritating, is a talk I had with Asus Notebook Customer Service in California, in which the CSR with which I spoke admonished me to not send it in the original packaging 'if I ever wanted to see that box again' (referring to the 'Woman With Sword' box). Just in what kind of box did she expect me to ship it? Her attitude was condescending and I felt she took me for some kind of an idiot. Don't ship it in the same box??? Sheesh!
Continuing: Before I shipped it, I used a thick, black, Magic Marker to place control numbers, my name, address, and phone number, all over the inner cardboard pieces contained inside the 'Woman With Sword' graphic box, including the cardboard end-pieces for the computer, itself. This strategy was probably what kept anyone from messing with the box-in-general, as indicated by the presence of every one of my marked-up inner box-and-parts. Pity I didn't do that with the laptop's original foam pocket; I might've gotten the computer back in one piece--provided the OLED wasn't damaged in-house.
I called customer service once again, and was given a new case/incident number to give to repair. I have not acted on that yet, but it is good for 30 days.
----
Second Choice: Best Buy Electronics
Repair Facility: Best Buy's Asus Certified Repair Center, Louisville, Kentucky
Store Location: Jefferson City, Missouri
When I purchased my G50V-X1 from Best Buy, I also purchased an Accidental Damage Policy/Extended Warranty combo package for $99.99. Everyone who buys from Best Buy or any other retailer should have this kind of protection, period! It's worth every penny. . .at least, I'm hoping it is. Let me explain:
I took the laptop into my local Best Buy (not the store from which I bought it) and took it up to Customer Service who referred me to the Geek Squad bench. Just as luck (bad) would have it, the 'Agent' I usually talk to wasn't there, and there was only a 4-day-old newbie and an ASSistant Manager (no misspelling here ;-> *snark*) with which I had to (or-)deal.
Here's how this went down:
1. Brought computer to Geek Squad counter. Opened computer bag and procured G50V-X1.
2. Showed to Agent.
3. Agent requests help from Assistant Manager.
4. I show AM problems: a) Loose USB center pin b) Broken OLED screen c) Warped casing.
5. Manager says he'll have to send it back.
6. I tell him of my Asus Repair 'Sagas' and he says they can look at it at their 5-Acre repair facility in Louisville, Kentucky (saying this proudly).
7. I ask for new unit.
8. AM refuses to replace unit with new one.
9. I end up resignedly having to accept AM's refusal.
10. AM assigns rest of process to newbie Agent.
11. Newbie Agent processes my forms, I reluctantly leave my beloved G50V-X1 with Agent, but before I leave, talk again with AM, who assures me that the forms are all correct and that their boxes are 'made especially for laptops to keep them form moving around (after telling him about my Asus Return Packaging Material experiences).
12. I leave store, dejected and tired of people 'not taking responsibility' for my needs as a consumer of a device which cost me over thirteen-hundred dollars ($1300), paid for with student loan funds whilst I was attending technical college back in October of 2008!
Present Situation: I am waiting for Best Buy. I will update this thread as soon as I get my computer--either repaired properly or replaced--back from Best Buy's service center in Louisville. If this proves uneventful, I'll have my G50V-X1 back in a few weeks. If not, I still have the ASUS incident number with which to generate a new RMA and shipping label from Asus Repair.
April 11, 2009 - End of Log
--------
So that's it forum folks. Please share your comments, thoughts, opinions, and such. Anyone else having trouble? I know I sure am.
Warm Regards,
Firefishe
----------------------------------------------
UPDATE: April 15, 2009
Unit is currently still with Best Buy's servicing center in Louisville, Kentucky.
Will be calling my local store today to see how the repair/replacement is progressing.
--Firefishe
----------------------------------------------
UPDATE: April 18, 2009
Unit is back from Best Buy's Louisville, Kentucky Service Center.
Best Buy Corporate has authorized an exchange, however, issues still abound:
Consideration 1: G50V-X1 with the Nvidia 9700M GT GPU is no longer available. G50Vt-X5 with Nvidia 9800 GS GPU is available, but has no modem, which I use now and again.
Consideration 1a: Case color is atrocious, LED side lights are white, instead of blue, and the flame graphic on the lcd topside is just a bit too much for me; also, the trackpad buttons are now a ridiculous HP-ish 'super shiny'; I prefer the 'brushed stainless' buttons of the G50V-X1/9700M GT system much better. (It should be noted here that all other available G50V's still use the brushed stainless buttons and have a solid black lcd topside, with blue side LED's and the Asus Logo light and the LED blue stripe. Aesthetics were part of the original reason I bought the G50V-X1 from Best Buy back in October, 2008. As it was, it could be used for both business and personal use, but I'm not into fancy case graphics with what I want to do, wish to display to others. The orange/black lcd topcase or solid black version will work for me; weird graphics won't. I want solid colors or solid color combinations.
Consideration 2: Replacement, Black, G50V-X1 with the P8400/Centrino 2 processor and the newer Nvidia 9800 GS GPU is available from Best Buy's online store, but, once again, doesn't come with a modem, which I use now and again. It does, however, come with Bluetooth, so I could, in theory, wirelessly tether it to a cell phone, which, in theory, might make up for the lack of the modem. (I usually use the modem in motel rooms that don't have WLAN connectivity.)
Consideration 3. My local Best Buy may not give me a cash refund. They want to give me--if it comes to this--an in-store credit. I've been looking around online and have found some Asus resellers that have some systems that might work for me, but I need to have my money back from Best Buy to purchase them. I've found a good deal on the G50Vt-X9 from www.btotech.com for $1449.00 plus shipping which would do just fine--as long as btotech has them in stock, anyway. I'd have to add a bit from the $1424.xx I paid to Best Buy, but this is minimal. I'm tired of waiting for both Asus and Best Buy to get with the program and stop 'fluffy bunnying' my customer service issues around with semi-desirable attempts-at-solutions.
Consideration 4: The Asus G50V-X1 I currently own has been mishandled, misrepaired, mis-shipped, and either damaged in-transit or murdered at the Asus Indy repair center in Jeffersonville, Indiana. So far, I'm looking at mild case warpage/bending, OLED Display Glass Breakage, and who knows what else under the re-assembled parts I can't see. I do not feel that any type of repair should be effected upon this machine. Replacing it with a new, in-the-box G50V-xx-xx is what I want!
If anyone has any useful information on how to resolve this problem immediately, please email me at sabrown@inbox.com .
--Firefishe
---------------------------------------------
UPDATE: April 20, 2009 Monday
Jefferson City, Missouri Best Buy Store
--
Detail Log: Walked in to the Jefferson City, Missouri (MO) Best Buy store, ready to utilize an Exchange Authorization that Best Buy Corporate's Customer Service Division had provided for me--presumably after a very long and detailed email I wrote to them. Okay, fine. Let's exchange the G50V-X1 for another one, or perhaps something just like it.
I walk in to the store and make my way back to the Geek Squad counter. What followed immediately after my arrival just begs to be shared and put down in print, so here it is. My more immediate issues follow the next paragraph:
I observed, upon arriving at the Jefferson City, MO Best Buy Geek Squad counter, a person I knew to be a very new Geek Squad employee re-fitting a cover to the bottom of a customer's laptop. This employee seemed to be having trouble getting the little memory cover back in place, and I could see that the cover wasn't set flush in the proper manner. This employee was screwing down this one screw, causing obvious stress on the cover-in-quesition; I knew it had to be under stress, because there was a tab sticking out of the opening that wasn't seated well, and as the employee was screwing in the fastener (screw), the board was becoming *CONCAVE* as he was doing so. Eventually, he finally seated the cover correctly, but had it been my laptop, his ears would've been verbally boxed for doing such as shod-job to my machine. (I'm not doing business with this company, anymore; details to follow.)
I had decided, after mulling it over for a while, whether or not I was going to exchange my G50V-X1 for a new G50V-X5 (the one without the modem, but with the better video card and the horrid 'paint job') 8-P. Well, as I was getting tired of not having my G50V-X1 in a damaged and mangled condition, so, weighing the differences, I decided I'd 'go for graphics-cardage,' and get the G50V-X5. Or...the new Gateway P7805u. Or...An HP multimedia computer that also didn't look bad.
I was given a $1200.00 return credit, so I thought I'd shop around for a bit. I ended up at that store for five and a half hours (5.5 Hours) before I finally decided on one Gateway P7805u with a 1900x1200 resolution screen. The display model of this laptop is, quite probably, and older P7811-FX, left over from last year, even though it bears the tags of the P7805u. Now, I did some online searching while I was there, and through various Best Buy customer reviews, was able to ascertain that--depending on what UPC # the box has, one might get a P7805u with a 1900x1200 screen resolution, or one with a lesser, but still respectable, 1440x900 screen resolution. The four-numbers-and-one letter designation appears in the middle of the UPC code for the P7805u, and are as follows:
P7805u, 1440x900 UPC with "3908B" (appearing in the center part of the UPC code)
P7805u, 1900x1200 UPC with "3910B" (appearing in the center part of the UPC code)
As luck would have it (and I have not had a great deal during this experiences), Best Buy Jefferson City had one of the high-resolution models! It had been opened and the hard drive 'optimized' by the Geek Squad dept., and then re-sealed, and a sticker affixed accordingly, indicating the service that had been performed. Now, what this 'service' is, in actuality, is a $39.99 'extra fee' that the Geek Squad tech dept. tacks on to some laptops so 'people who want to have this service performed, don't have to do it after they buy it.' {paraphrasing of what a Geek Squad employee told me today}.
Continuing; The Best Buy Customer Service desk--just to the left of the Geek Squad counter at the opposite end of the service area in this store--let me open up the laptop box, take the Gateway P7805u out, and look at it. It seemed fine, save for a few forgivable finger smudges left by the Geek Squad folks. Fine, no problem. No apparent breakages, cracks, or anything else I could see. So I decided to get it.
It was a toss-up between the Gateway P7805u (1900x1200) and the Asus G50V-X5 with the 1366x768 screen, no modem, and flashy paint job. The Gateway's Nvidia 9800M GTS chipset and that gorgeous 1900x1200 display (of which I tweaked the display model's settings to find this out) won me over to the Cow Collective *Moo*...or at least, so I thought.
I bought my original G50V-X1 with student loan money, and my financial situation is quite sparse at the present time. Wifey works at a McDonald's and Hubby (Me) is on disability and unemployed (though looking) at the present time. I literally had zilch on my pocket, not even a penny to spare. I had enough gas in the car to drive to Best Buy and back home. I mention the previous so I may present the following:
________________________________________
Original Best Buy Receipt Details
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$ 1249.99 G50V-X1 Laptop Computer
$ 99.99 1 Year - Accidental Damage Policy
$ 75.94 Tax @ 6.75%
_________
$ 1425.92
Hmmm. . .
$1425.92 - $1200.00 = $225.92 ($1200 being the amount I was given by Best Buy Corporate for the 'exchange') See anything even remotely fishy here?
***Counting the tax I paid, I was shorted $225.92 on this 'exchange.'!!!*** Now, if this was supposed to be an 'even' echange, why is this even an issue?
The reason this is an issue is that I was told that this was going to be an even exchange. My original computer--the G50V-X1 cost me $1249.99 plus tax! (I include the tax amount, as I had to pay it, and must consider it part of the *actual cost*, which is the only amount that we're interested here, anyway! Counting the Accidental Damage Policy @ $99.99, and the price of the computer @ $1249.99, the tax came to $75.94).
The Gateway P7805u was listed at $1149.99, $100.00 less than my original G50V-X1 @ $1249.99. To me, this indicates nothing being owed. Well, when they tallied everything up, I was told I had to pay additional tax of $18.xx (and some change, I forget the actual amount; I left in disgust after that.)
Tax for an exchange? For a computer that cost me $100.00 less than my original? I don't know what kind of 'equity' that Best Buy is thinking it's giving me, but it's definitely not fair by any means. $20 bucks may not seem like a lot of money, but when we're talking about an exchange that's supposed to be 'merchandise for merchandise,' and they tally up tax of $18.xx on the difference (there shouldn't be any 'active different,' as this was just supposed to be, again, a merchandise exchange, no money changing hands, at all!), it means everything!
Read also into this equation, is the fact that I've been out this laptop for over a month--no thanks to Asus! GADS! Who's going to accept responsibility for my problems? I'm taking as much responsibility as I possibly can. I can only do so much. When I'm faced with managers who constantly hand me off to subordinates, when I'm nickeled-and-dimed to death in a situation where I'm positively flat-broke (My wife's ATM card bought the gas!), no cash-in-pocket today (April 20, 2009 Monday), and where it's just supposed to be 'stuff for stuff,' and not 'stuff-with-a-money-kicker,' I just don't know how much I can take!
I took a lot today. When I got out to my car, I was in tears, due to the horrible way Best Buy Jefferson City nickeled-and-dimed me to the point of mental exhaustion. It was to the point where I was getting physically ill; I *had* to leave, due to the stress levels this store's employee's were causing me. Right before I left, I asked the manager 'what's the deal' about the tax issue. He responded with something to the effect of:
"Well, I'm not responsible for tax. It'd be nice if we all didn't have to pay taxes, but that's not my problem."
That's when I asked for my computer, and then walked out the door. I'm not going to go back to this store. There's another in the area I'm going to try, but I don't know at this point. I may not be able to get any closure on this issue, at least not with Best Buy Jefferson City, Missouri (MO).
My next alternatives are pretty much limited, but are, as follows:
+++DESIRABLE ACTIONS / POSITIVE OUTCOMES+++
1. Activate standing service order from Asus and get RMA; send to Fremont, California (of which I've heard shudders) instead of Jeffersonville, Indiana,
2. Contact Best Buy Corporate, go to the other nearby store and get a full and complete rufund, IN CASH! (Bank Acct. xfer, Visa Cash Card(s), what-have-you are fine.)
+++NOT-SO-DESIRABLE ACTIONS / POSITIVE OUTCOMES+++
3. Contact my local office of police and their fraud division, file complaint, get money back. (Issue: Can Take Longer Than Above Items.)
4. Sue. (She can be a nice lass, if treated properly and if she hasn't had too many unreasonable demands placed upon her ;->; mostly, this path is the most expensive and takes the longest. I don't really desire to wait.)
The bottom, numbers 3 and 4, are only as a very, very, last-ditch resort! I have no desire to encumber myself with such matters if I can avoid it. Additionally, I also don't think Best Buy Corporate was thinking that any type of monetary difference on a sub-$1249.99 to the original $1249.99 computer was going to even occur. I'm going to have to get back to Best Buy Corporate now and talk to them about this. Not today, though. It's late, I'm tired, and it's time for a pop (Michigan-ese for 'Soda' as it's called in Misery...Sorry, I meant Missouri.) At this juncture, I really wonder if there's any real difference.
I'll post again with another update as soon as the next stage occurs, which will occur soon, probably tomorrow!
Thanks to those who are following this diatribe, I appreciate it. *Toss* (Ice Cold Cherry Coke!) ;-)
Be Well Forum Folks,
Warm Regards,
Firefishe (Stephen Brown)
sabrown@inbox.com
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UPDATE: April 22, 2008 Wednesday
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As of the very early morning of Wednesday, April 22, 2009, I've sent an Asus VIP Member technical service request email, outlining the issues experienced, and my desired outcome. I include the email in it's entirety below:
To: tsd@asus.com.tw
From: sabrown@inbox.com
Date: 4/22/2009 5:19:10 PM
Subject: Notebook G50V
Apply date : 4/22/2009 4:34:26 PM
[Contact Information]
*Name : Brown
*Email Address : sabrown@inbox.com
Phone Number : 573-418-4627
City : Jefferson City
*Country : United States
[Product Information]
*Product Type : Notebook
*Product Model : G50V
*Product S/N : 87N0AS14721228G
Place of Purchase : Best Buy
*Date of Purchase : 2008/10/5
*Operating System : Vista 64bit
[Problem Description]
This notebook has been misrepaired, and damaged.
The left USB port (as if the laptop were facing you with screen/lid open) needed replacement, and the job was botched.
The motherboard had to be replaced--as this is where that particular usb port is located; the motherboard used to replace had both a loose, defective left-side-of-laptop USB Center Post, and the board component that mates with the plastic WLAN (wi-fi) switch was not properly aligned, instigating the need for a second shipping.
When I received it back, upon opening of the box, I observed that the original, protective foam pocket I sent the laptop in--and also used for the first shipping, was replaced with a thin, plastic bag. Even doubled over, this bag was not enough to protect the G50 from being loosein-the-box, even with the laptop's cardboard box supports.
I attempted an exchange with a local Best Buy store--the chain I originally purchased it from in October of 2008--on April 20th, but to no avail. None of the store's laptops have a model that can replace this one. I also was treated rudely and had my case handed off to just about every other employee in the store, anything to keep the managers from working with me.
I had decided upon an exchange, but as it was supposed to be 'item for item,' and they tried to hawk off a so-called 'optimization' package on the laptop chosen in the form of an additional $40.00 dollar charge, and tried to get me to pay tax differences on the exchange, I negated the transaction immediately, obtained my unrepaired laptop, and left the store.
Legal actions against this store may be pending.
In actuality, the store isn't responsible for the damage, Asus Indy (Jeffersonville, Indiana) is.
Let me be frank. Polite, courteous, but frank: This laptop has now been shipped SIX TIMES in one month! I've had enough. I could have done this repair thoroughly myself on my own bench, but did not as it is under warranty. I have modified, repaired, and replaced my own, personal laptop parts on many other machines; this was also when they were all out-of-warranty. I do not disassemble in-warranty machines, I should not have to do so, and don't as I--hopefully *obviously*--I won't void any active warranties I may have on any machine that is new.
Well, this machine isn't new anymore. It's broken, the casing is cracked, my OLED info screen is cracked, and who knows what else might lie broken underneath in the areas I cannot see.
So here's what I have:
1. Three repair cycles, two with Asus, one with Best Buy.
2. One botched repair/delivery cycle; One damaged computer/delivery cycle (2nd time *did* fix the WLAN switch issues, so I'll give credit where it's due) and a cracked/broken OLED display.
3. One out-of-Asus-repair-cycle with store chain where purchased, consisting of one mailing to (supposedly) certified Asus Service Center in Louisville, Kentucky. Exchange given via corporate consumer relations office after two emails were sent, and all details--including the Asus repair experiences--shared with Best Buy consumer relations staff member via email.
3a. Exchange impossible due to mitigating factors, including the possibility of in-store fraud, in the form of failure to exchange for similar equipment as corporate consumer relations indicated. as well as questionable financial handling of the matter.
(I am pursuing this matter separately at the local level, and it has nothing to do with Asus in any way, shape, or form.)
Okay, now that I've said that, what do I want? A new computer! A similar unit, new-in-the-box. NOTE: NO REFURBS ACCEPTED!
The closest model I've found with similar features is the G50V-X9. This model would also provide the following, which I would consider as equitable, considering the loss-of-productivity, as well as the botched repair and damage issues:
1. 1680x1050 high-definition screen, over the G50V-X1's 1388x766 resolution.)
2. Bluetooth (which I need for connecting my cell phone to the laptop.)
3. The fax/modem none of the Best Buy store models have and I need.
4. An upgraded video chip 9800M GS, vs the G50V-X1's 9700M GT.
5. A 9-cell, extended-life battery.
6. Both laptops (The G50V-X9 with no additions or upgrades) come with one (1) 320GB hard drive. This is acceptable, as my original laptop only had the one 320GB drive. I desire equitability only--and a little upgrade for the trouble caused me--not exorbitance.
I paid $1425 for my original G50V-X1 in October of 2008; this included a $99.99
Accidental Damage Policy.
The G50V-X9 is being sold by www.btotech.com (also a contributing author for the Asus Forums @ www.notebookreview.com) for $1449 plus shippping (as of April 22, 2009.)
I've looked around the 'net, and this is the best price I've found. It's $25 more than my original purchase price, the laptop provides *all* the features I want, and allows for more uptime on battery. It also allows me to take advantage of Asus' 2-year warranty, and by registering the laptop within 60 days, I can still have the one year damage protection in place. All in all, I think a win-win situation.
Please provide for me a new-in-the-box G50V-X9, with the aformentioned features, and we'll call it quits on this issue. I think my request is a fair one.
Please contact me via telephone at (phone # removed) to speak to me directly. Email at sabrown@inbox.com.
Thank you for your consideration.
Warm Regards,
Stephen Brown
--
The email has been sent, I've talked with notebook support earlier today (April 21) via livesupport.asus.com, and I need to speak with a supervisor during normal business hours, as the repair facility can't do any replacements, only warranty repairs.
Again, I'll see how it goes.
Warm Regards,
Stephen
----------------------------------
UPDATE: April 23, 2009 Thursday
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I still have not heard back from Asus Customer Service, nor have I received the promised call-back from a Supervisor.
I will wait until tomorrow, Friday, Apiril 24, 2009, and see what happens. I will also attempt to contact a Supervisor directly.
I have been told that the Supervisors we're in meetings a couple of days ago, so I will hope their meetings are concluded.
Although that may be a reason I haven't been able to speak to anybody during the course of the past week, it doesn't really seem like much of an excuse to not even give me a call-back. Two emails have been sent to the Supervisor--according to Asus Technical Support and Asus Customer Service staff, and I still don't have anything, either via my phone's voice mail, or in my email inbox.
I shall wait another day.
Warm Regards,
Stephen
--------------------------------------
UPDATE: April 27, 2009 Monday
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Asus Supervisor contacted me on Friday, April 24, 2009. Received email after this, indicating that upper management had been made aware of my case history, and that the matter was under review.
Will call today at number given in email and verify nature of matter, ergo, whether or not I am going to receive a replacement G50V. I will do this *before* sending my laptop back to Asus in Fremont, California (CA). Sending to the facilities in Fremont, CA to avoid any more pitfalls with the Indiana facility.
--
LATER UPDATE: Call Accomplished! Spoke to helpful customer service representative, and am hopeful of positive outcome via this channel. Am FedEx'ing G50V-X1 shortly after this post.
Will continue to maintain log here, and hopefully, will be able to post MATTER CLOSED, CONDITION: SATISFIED! after all this is done. It certainly would make me happy.
Warm Regards for now,
--Firefishe
---------------------------
UPDATE: Friday, May 1st, 2009
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I spoke with Asus Customer Service today, calling them around 6pm Central Time.
Having verified with the FedEx Office (formerly FedEx-Kinkos)--the location from where I shipped my computer--that my G50V was, indeed, delivered and signed for, I was hoping that maybe Asus Fremont would've gotten around to replacing my ailing machine.
Shipping Note: According to FedEx, it was signed for by someone named "Y.Man"; What does this mean? 'Yes' Man? Yo', Man? I'm beginning to wonder about the professionalism of this company, at least the United States offices. Would this type of thing happen in the Asian countries? I suspect not. I prefer straightforward names that can be easily traced, not simple initials that sound like a high schooler's!
As of the time of this update (May 1, 2009 Friday), I was informed that there was a five-day backlog of repairs, and that my machine had not been gotten to yet.
*SIGH*
I'm getting tired of this. . . (more later...)
--Stephen
---------------------------
UPDATE: May 3rd, 2009 Sunday
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Waiting until Monday. Will call Asus back early in the morning, Pacific Time. I've been calling in the late afternoon, so perhaps I'll have better luck early in the morning.
---------------------------
UPDATE: May 4th, 2009 Monday
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Feeling a bit ill, today, so I could not get out and contact Asus. I've checked my RMA's status on Asus's web site, and it's still showing as not being in the repair network loop. This probably means one of two things; One, that my G50V-X1 is still on the waiting list for service; or Two, that my case is being handled as a replacement by upper management. Replacement is my preference and the only solution I shall accept at this time for this broken and abused (by Asus) notebook).
If I happen to get the same notebook returned to me, instead of a new-in-the-box model with a different serial number, I'm going to start the processes that may lead up to litigation.
I'm tired of this. I've been waiting since March 20th to have this matter resolved. My local Best Buy store won't be fair with me, has tried to shaft me on a simple exchange, as well as having staff at my local Best Buy store (Jefferson City, Missouri) treat me as if I'm a secondary reason for their being in business; as mentioned in the relevant paragraphs above this one, I waited for over 5 hours and was treated with contempt, as well as being constantly handed off to subordinates by managers who didn't want to handle the matter personally. (There's only one person in the Jefferson City store I would trust to handle this matter, and, unfortunately, he wasn't in the store at the time.)
Asus Fremont (California) has my notebook, complete with my system disks, power supply, and everything that came packed with it--including the microfiber cloth used to clean the screen; I've kept that computer in tip-top condition up to the time Asus Indy's (Indiana) service people botched the original repair job and damaged the notebook, either in shipping or on the service bench, causing internal damage to the inset display/board.
The laptop has now been shipped physically *SEVEN (7) TIMES*! That's a bit too much for my blood. Coming new from the factory in new boxing is one thing, followed by a single shipping cycle (2 shippings, 1 to get it there, the other to bring it back) for any needed repairs--properly done--is fine. Seven physical shippings is beyond the realm of sanity for this type of thing, and, considering that the notebook is already physically damaged internally and externally, it's time for a new-in-the-box replacement--plus perhaps a few upgrade for my trouble--to be shipped to my door, post-haste!
If the last seems a bit too much, consider the above. Re-read it *ALL* and then you tell me if I don't deserve a bit of value-added-service. I think you'll come to the same conclusion.
All for now, will update toward the end of the week; I want to see what the outcome will be on Friday.
Warm Regards,
Firefishe
---------------------------
UPDATE: May 7th, 2009 Thursday
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Just a quick note: I had a quite-friendly contact with a helpful Asus CSR this afternoon. I am assured that my notebook computer is currently being reviewed by the upper management at Asus Fremont (California). It was suggested I wait until Monday, May 11th, 2009. The CSR said that if I hadn't heard back by then, to call them at that point.
I have agreed to this.
I'll post another update after Monday or if something positive happens in the meantime.
All for now, more later as things develop.
Warm Regards,
Firefishe
---------------------------
UPDATE: May 12th, 2009 - Tuesday
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Just sent off a Technical Inquiry via Asus' VIP Member's site at usa.asus.com. I need to call Asus' customer service later today and see how my RMA is progressing. I'll post another update after that call.
All for now, more later today.
----------------------------
UPDATE: May 15th, 2009 - Thursday [A Bit Ranty, Just Be Warned!]
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I called Asus Customer Service today at about 4pm Central Daylight Time via their toll-free notebook support hotline. I experienced something both extraordinary and exceptional, today! That of not being on hold for twenty or thirty minutes, only to have to hang up because of something pressing I had to do; I was on hold for only about TWO MINUTES! (Can you believe it??? I couldn't, and was flabbergasted to the point where my jaw dropped, my tongue rolled out onto the pavement, and my eyes came out of their sockets!)
To top it all off, I actually got someone who...get this...ACTUALLY SEEMED CONCERNED AND WORKED DILIGENTLY TO DO SOMETHING FOR ME! Something to the effect of emailing a supervisor--probably on the super's BlackBerry--while they were in a meeting! Go figure! Can something be up? (SARCASM) I sure hope it isn't my used G50 up for grabs at a company staff drawing and the help I received wasn't a social front for the not-seen-in-the-background intern doing a study on customer service customer frustration levels for their psychology degree! (/SARCASM)
Okay, so much for the venting. Thank you! I needed that! Fact is, I needed it so much I decided to something positive today and take a motorcycle test ride at a local dealer. 2008 Kawasaki Versys to be exact. Very nice machine. Now to get my computer back so I can write that million-copy best seller and retire before I'm 50!
I *will* be calling them back tomorrow if they don't call me first. If this doesn't get handled, someone's going to make me a millionaire, that's for sure.
--Firefishe
Special Note: For practical, legal, and other purposes, the following, below, should be used for official use:
1. Called Asus Notebook Customer Support at about 4pm Central Daylight Time.
2. Waited on hold for only two minutes, and was answered promptly by a Very Courteous CSR.
3. CSR seemed genuinely concerned for my problem, and took steps to get my message to their supervisor.
4. CSR informed me that my matter had been emailed to their supervisor.
5. I'm now awaiting a phone call from the supervisor.
6. I will call supervisor on Friday, May 16th, 2009, probably sometime around 3pm Central Daylight Time (1pm Pacific Daylight Time).
Special Notation: Customer Service Representative (CSR) was the friendliest I have experienced in nearly two months, and, if this matter is handled quickly, will make up for all the previous 'faux pas' I have experienced, to date.
More as things progress...
Warm Regards,
Firefishe
----------------------------
UPDATE: May 15th, 2009 - Friday
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Having been away from my computer for a bit while my wife was using it, and not being able to check my email until today (May 15th), I wasn't aware that Asus sent me the following email correspondence on May 13th, 2009.
I'd paste it here, but the formatting is in an HTML Table and wouldn't go well with the code on this forum, so I've text-formatted out in simple form, below:
[BEGIN EMAIL PARTIAL PASTE]
Dear Mr. Stephen Brown,
Firstly, I do apologize for the delay in the process of your RMA.
Please review the spec below as we will be replacing your G50Vm-X1 with the G50Vt-X1. The main difference between the two has been highlighted to you in RED/YELLOW.
SUGGESTED REPLACEMENT
--
Model Name: G50Vt-X1
Part Number: 90N-SSZA2411131KQL0Y
LCD Panel: 15.6" WXGA (1366x768)
CPU: P8400, 2.26GHz *HIGHLIGHTED*
Graphic Card: Nvidia 9800M GS 512MB *HIGHLIGHTED*
Memory: 4GB DDR2
Hard Drive: 320GB *HIGHLIGHTED*
Optical Drive: Double-layer DVD±RW/CD-RW
Wireless LAN: 802.11 a/b/g/n
Battery: 6-cell
Web Camera: 1.3 million pixels
FingerPrint: No
Bluetooth: No
Operating System: Vista Home Premium SP1 (64 Bit)
--
YOUR CURRENT MODEL
--
Model Name: G50Vm-X1
Part Number: 90N-SPYA5714656KQC0Y
LCD Panel: 15.6" WXGA (1366x768)
CPU: T5750, 2.0Ghz
Graphic Card: Nvidia 9700M GT 512MB
Memory: 4GB DDR2
Hard Drive: 200GB
Optical Drive: DVD SuperMulti with Light Scribe
Wireless LAN: 802.11 b/g/n
Battery: 6-cell
Web Camera: 1.3 million pixels
FingerPrint: No
Bluetooth: No
Operating System: Vista Home Premium SP1 (64 Bit)
[END EMAIL PARTIAL PASTE]
--
Summary
--
1. Missing Modem (G50V-X1 has modem, G50Vt-X1 does not).
2. G50Vt-X1 Optical Drive Not Listing Light Scribe (Best Buy web site lists it has having Direct Disc Labeling).
a. assuming light scribe or equivalent based on Best Buy web site data.
3. Color of Casing is not the same.
a. G50V-X1 Orange and Black Case.
b. G50Vt-X1 case is black with blue, garish graphic on top of LCD/Cover.
i) not suitable for business.
c. Trackpad Button Area is bright, shiny chrome, instead of brushed aluminum finish.
These are the principal differences. I've already gone over this model in my earlier posts, so I won't list any more here.
CONCLUSION: G50Vt-X1 not suitable for replacement of G50V-X1. Suggest replacement with G50Vt-X9 or same computer configuration as G50Vt-X9 but without the 9-cell battery. Either acceptable.
Again, will they do it? I'm calling them tomorrow as soon as they open and I can get to a phone.
Warm Regards,
Firefishe
----------------------------
UPDATE: May 17th, 2009 Sunday
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I have decided to accept the offer from Asus regarding the replacement of my G50Vm-X1 with the G50Vt-X1 (The 'm' designates my original computer and is accurate, as this number is on the back of the notebook, itself.) There was some confusion on my part with regard to what I thought was the G50Vt-X1; ergo, I mistook some of the G50Vt-X5's nomenclature for the G50Vt-X1's. Well, I know when to admit when I've made a mistake, and I have made one here.
Granted, the G50Vt-X1 isn't orange and black--it's black and silver, with blue side lights, cover/logo lights, and blue trackpad lighting--but I'm going to accept it on the grounds that my major concern--a lack of a modem--has been ironed out with the availability of a usb-based modem from U.S. Robotics--Hayes Compatible--that won't give me the problems that software-based (so-called 'win-modems') modems are prone to cause gnu/linux based systems.
So that's solved! :-) The rest of the differences are mainly case color, and I've decided the graphic on the G50Vt-X1 isn't so garish after all--unlike the G50Vt-X5 (my personal opinion, only, others may like the -X5's coloring).
Well, that's it! I'm awaiting a confirmation email from Robert Diaz or whoever wants to finalize this. I'm sure they'll be happy to just get it done; Although I'm not completely satisfied, the situation is fairly equitable as to features and function of the old notebook, save for the absence of the internal modem. Again, that problem has been solved, so I'm not sweating it.
I am including both emails sent to Robert Diaz, postebed below. Please note that these were copied and pasted from the email, the email had Rich Text encoding and displayed the primary differences of my computer and the replacement computer inside of an HTML table. That formatting is not included in the paste, so I ask that readers reference my previous post--meaning, the last post of the May 15th, 2009 Sunday entry.
Quote:
| (Begin Email Pastes) First Email Paste -- Mr Diaz, Stephen Brown replying. Regarding my contacts of May 15, 2009, it appears I may have been mistaken as to just what model I surmised the G50Vt-X1 to be. Having looked it over carefully, I can see I have made a mistake with regards to color and some other issues. I was thinking the replacement was the G50Vt-X5--which is not the G50Vt-X1 at all--which was being suggested as a replacement for my G50Vm-X1. Please accept my apologies, I made a mistake. The G50Vt-X1 will suffice for a replacement to my G50Vm-X1. If you could ship it out immediately, that would be fine. Since it's so late, I suppose Monday would have to suffice. Please ship via standard FedEx overnight if you would be so kind. Again, my mistake, and I apologize for any inconvenience I may have caused your staff, today, both on the phone and via email. Also, regarding the modem replacement, it is not necessary, I have found a suitable solution locally for that issue. Please be so kind as to ship my G50Vt-X1 as soon as is possible. I look forward to using it. Color is fine, lights are blue. I thought they were white--which they are on the G50Vt-X5, but not the G50Vt-X1. Again, I accept the G50Vt-X1 as a replacement, it is a good looking unit and is suitable for my needs. My Warmest Regards, Stephen Brown -----Original Message----- From: robert_diaz@asus.com Sent: Wed, 13 May 2009 10:55:06 -0700 To: sabrown@inbox.com Subject: RMA #EI943617 Dear Mr. Stephen Brown, Firstly, I do apologize for the delay in the process of your RMA. Please review the spec below as we will be replacing your G50Vm-X1 with the G50Vt-X1. The main difference between the two has been highlighted to you in RED/YELLOW. (SNIP) Computer Model Comparison (SNIP) - (See Last Post of May 15, 2009 Friday Entry) Let me know if there are any questions or problems. Best regards, Robert Diaz ASUS Computer International :: 800 Corporate Way, Fremont CA 94539 robert_diaz@asus.com :: http://usa.asus.com :: http://livesupport.asus.com :: http://support.asus.com Inspiring Innovation • Persistent Perfection ----------------------------------------------------- Second Email Paste -- Mr Diaz, Stephen Brown again. Just reiterating that regarding the email below, this is an acceptable solution to me. Please ship the G50Vt-X1 as soon as possible. Thank you. Warm Regards, Stephen Brown -----Original Message----- From: robert_diaz@asus.com Sent: Wed, 13 May 2009 10:55:06 -0700 To: sabrown@inbox.com Subject: RMA #EI943617 Dear Mr. Stephen Brown, Firstly, I do apologize for the delay in the process of your RMA. Please review the spec below as we will be replacing your G50Vm-X1 with the G50Vt-X1. The main difference between the two has been highlighted to you in RED/YELLOW. (SNIP) Computer Model Comparison (SNIP) - (See Last Post of May 15, 2009 Friday Entry) Let me know if there are any questions or problems. Best regards, Robert Diaz ASUS Computer International :: 800 Corporate Way, Fremont CA 94539 robert_diaz@asus.com :: http://usa.asus.com :: http://livesupport.asus.com :: http://support.asus.com Inspiring Innovation • Persistent Perfection (End Email Pastes) |
I am eager to get my new computer and be done with this experience so I can get back to business, both personal and commercial.
More on Monday.
Warm Regards,
Stephen Brown
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UPDATE: May 19th, 2009 - Tuesday, Early Morning
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Well, I guess everything is in the works. I received this email from Mr. Robert Diaz:
Quote:
| RE: RMA #EI943617 From: Robert_Diaz@asus.com To: sabrown@inbox.com Date: 2009-5-18 20:46:18 Hello Stephen, I will process the replacement for tomorrow Tuesday, May 19. Let me know if there are any questions or problems. Best regards, Robert Diaz ASUS Computer International :: 800 Corporate Way, Fremont CA 94539 robert_diaz@asus.com :: http://usa.asus.com Inspiring Innovation * Persistent Perfection |
More later in the week. . .
Warm Regards,
Firefishe
----------------------------
FINAL UPDATE! May 24th, 2009 - Sunday - 11pm Central Daylight Time
--
I have my new Asus G50Vt-X1, and after all of my prior experiences to date, have to say that I am quite satisfied and happy with it! :-)
Now don't get me wrong, I'm not capitulating to the poor customer service I received from either Asus or Best Buy in Jefferson City, Missouri beforehand; I'm just saying that I have my new machine, I'm back online, and I'm being productive again. I already have Ubuntu back on it, and I have 120GB more hard drive space with which to play.
(Non-Customer Service Observations and Musings)
--
3D works great on Ubuntu GNU/Linux with Nvidia's proprietary driver. I've never seen CoolIris--a popular 3D plugin for Firefox--work on a gnu/linux based system, before. It's nice to see that 3D and Ubuntu work well together, with very little problems, overall.
The Nvidia 9800M GS is a wonderful chipset (PCIe Form Factor in this notebook; i.e., a removable card) and handles all my 3D needs well. I have yet to test it with EvE Online, but I'm going to have to re-download the high-resolution version of the game, and that will take some time--if I do it that way, at all. I'll probably just buy the DVD online this time, and forget about downloading so much data via a 100KB-per-second line. It's good for gameplay, as it's steady, but not so good for 4.5GB files.
It's a nice little powerhouse, even if it doesn't have a built-in modem or Bluetooth--two items which, if I'm savvy, I can install soon enough with little trouble, although my warranty will probably be toast. I'll probably just stick with USB externals and be done with it!
(Final Customer Service and Repair Service Summaries)
--
Asus needs to get on the ball or it's going to end up as roadkill on the customer service super highway! When I received my G50Vt-X1, the computer was moving around inside the box. Thank the deity or impersonal force of your choice that it was shipped Federal Express Standard Overnight, and wasn't on the truck for more than a day! If it had been, I believe that the brand-new unit I received could have easily been damaged!
The G50Vt-X1 came in a very used Asus Pundit P1 Barebones Laptop box--a box that was much too large for the notebook. What's up with this? Shouldn't the unit have come in a standard retail box packaging, with proper internal dimensional spacing??? The lack of credulity on the part of Asus' shipping clerks boggles the mind!
Luckily, the notebook didn't arrive damaged, but whoever is in charge of packing the notebooks, both at Fremont, California *and* Jeffersonville, Indiana, need to have their heads examined! Had I been their supervisor, and had received complaints like this, there would've been a very specific meeting and re-training session for the shipping department! Either that, or I'd just recruit new help. Enough is enough!
As for Best Buy in Jefferson City, Missouri, that store has seen the last of me! I'm never going to do business with them again. The way I was treated was atrocious, and the managers, callous! I left in tears, and it takes a lot for me--a 43 year old man of many seasons--to get to that stage.
My energy was so completely drained after dealing with them that day, that I won't recommend them, won't suggest anyone work for them at all! I've been through one of their job interviewing processes, and it resembled something more like a new-age encounter group session than a real interview. Also, save for one helpful and intelligent Geek Squad Technician with whom my wife and I know locally from other venues, and perhaps one other person in the entire store, the collective intelligence of the Jefferson City, Missouri Best Buy Electronics Store is, in my opinion, barely above that of a popped resistor!
It's *that bad* folks! Just don't do business with them, and with that said, I'll say no more.
MATTER CLOSED, CONDITION SATISFIED...but only barely.
Ending This Thread Now
Respitefully,
Firefishe
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Last edited by Firefishe : Today at 11:34 PM. Reason: Ending Thread on Sunday, May 24th, 2009. --Firefishe
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