ASUS ROG Laptop has had 3 motherboards

[EdHerVA]

Bought an ASUS ROG (Model G750RW-DB71) Laptop from Xotic PC in February 2014. Had three motherboards replaced under warranty and 2 sticks of RAM in less than a year of ownership. Had to pay shipping to the vendor during this time. Now motherboard dies again (out of warranty) except I have to pay shipping both ways. Probably $600 total. Have any of you seen something like this with ASUS? Laptop has never left the house either. Too scared to game on it also. Never have seen so many problems with a PC ever.

Given this, can anyone recommend a reliable laptop for me? Want something for the Web, email, Microsoft Office and graphics.

Ed

 

[Puffnstuff]

I've always had good service from asus motherboards and have never tried their laptops. My alienware has been an excellent laptop, albeit expensive, since I purchased it back in 2012. I would define my budget first along with hardware requirements and then find models that fall within those parameters. If you don't plan on gaming then any run of the mill laptop should suffice. I would really consider buying from a brick and mortar store that offers extended warranties so you can return your unit for service should something go wrong.

 

[EdHerVA]

Thank you. I really appreciate your input.

Ed

 

[EdHerVA]

The e-mail I sent to XoticPC today:


After much thinking, I decided to get a second opinion on my laptop. Just like with Doctors.

So I had a local PC guy check out the laptop thoroughly. He took the laptop apart, put it back together (this does not void the warranty as the laptop is out of warranty) and checked out all components like RAM, CPU, GPU, etc. No problems could he find other than the motherboard needs to be replaced.

Here is the “apparent reason”, in my opinion, for the 4 motherboards (original plus 3 ASUS replacements) that were changed out in less than a year on my ASUS ROG:

Missing screws throughout. He thinks what may have happened is that as the system was built and repaired several times by ASUS screws were not available or were not put it with no QA on ASUS’ part. Couple this with the back and forth via UPS and FEDEX- my house to Xotic PC to ASUS in CA and back, components may have shifted and as the laptop was moved they shifted into each other. I can think of no other reason for my problems, although other people had none as you have previously stated.

He also found that there are two hinges that are supposed to hold one component in place and there is only one. And the CMOS Battery bracket was broken in one place and, get this, super glued in.

When I put my ASUS away for a month, I took it off the table and placed it in a computer case and left it on the floor next to the table (not a kitchen one) out of the flow of traffic against a wall. This may have loosened some components impacting the motherboard in putting it in and taking it out. So when I turned it on, I go the switching between the HDD and LED lights. He even put an external monitor on the laptop and no video.

So here are my conclusions:

1. Both he and you said I was unlucky and you recently said no problems with the ASUS G750JW-DB71 laptop. You are both right. It appears that ASUS lack of QA throughout for my laptop buy and repair did not exist. Seems like they got it in the door. Slapped a new motherboard on and it worked for them. No one saw or cared about missing screws to anchor the system down or fixing it correctly.
2. As a reseller, XOTIC PC QAd the laptop for a week after build but could not have known how the motherboard and other components were secured. As of today, I have spent well over $2,000 on this laptop: $1630 to buy, close to $300 in shipping back and PC tech examination .And it does not work.
3. ASUS will deny everything as is their custom. I have scoured the web and this seems to be the majority opinion.

So, I am now out over $2,000 and I seem to have no legal recourse. Tanner, sending it back to you will not solve the problem as you will send it back to ASUS, they will slap the motherboard into it, back to you and me. That is going to be over $500 for me alone ($450 for the motherboard and the cost to me to send it to you). Maybe back here by December 2015. It will probably die sometimes in February 2016, if I am lucky. Put yourself in my place. Would you be upset with the situation? When fixed, would you try to pawn it off on someone else?

If ASUS is a good and reputable company, they will provide me with a new laptop free. When I get it, I will take it back to the same PC specialist to check it out: To make sure it was put together carefully and nothing is missing.

Finally, I have had many laptops and desktops, and let me repeat, not ONE ever had to have a motherboard replaced. This whole experience has left a very bad taste in my mouth for the ASUS Company.

 

[Kaido]

If ASUS is a good and reputable company, they will provide me with a new laptop free.

I have had a terrible time with ASUS personally. I've got half a dozen dead T100's. They are utter crap. Love the concept, but I don't have a single one that has operated without flaws at this point. I've sent one back literally every 2 months for the last year. They refuse to do anything other than "repair" the units I send back, but since the entire product line is defective, they just keep breaking. I spent hours trying to get a replacement, refund, or newer model (I even offered to pay the difference). They are absolutely rotten about fessing up to having a dud product & making good on it. I am very frustrated with them since I like a lot of their products, but it's total BS not getting the support I feel is deserved for having such a crappy machine.

I've started switching them out with newer Atom X5-based Toshiba Click10 laptops. Toshiba's quality has gotten a lot better in the last couple of years, so hopefully these will work better for my users going forward. I don't know if their customer service is any better, but at least I won't have to deal with ASUS not giving proper service. I was pretty frustrated because I had also bought a personal model for a family member as a graduation present, and he ended up sending it back like three times in four months for repair, forcing him to go to the library (a bus ride away from his apartment) to do his homework in college because he didn't have another computer available.

Bottom line, they've left a bad taste in my mouth for future purchases. On the flip side, I buy a lot from my local Apple Store for different projects, and they are absolutely phenomenal about support. They cost twice as much as everything else, but the service makes it worth it (especially if you spring for AppleCare - in my experience, they actually make good on the warranty when you need to make a claim).

 

[Puffnstuff]

I have a t100 tablet that has performed well since getting it earlier this year. The build quality of mine is quite good and I wouldn't hesitate to buy another one. Everybody gets a bad unit from time to time and it sucks when that person is you. I would attempt to speak directly with Asus customer service about this matter.

 

[EdHerVA]

Guys, thanks a lot. I did get a bad unit with screws missing inside, one of two hinges on the right side of laptop missing and the CMOS battery super glued. Did not help that it went back 4 times in less than a year. XoticPC says not my problem-just a reseller. Calling ASUS is like calling the Democratic National Committee and asking for a contribution to the Republicans. Ain't going to happen.

So how do I prevent this from happening again? I have the independent PC tech open the laptop up, tear it down, check for problems, test components and give me a report. If defective send it back and ask for a new one. I have e-mailed my PC tech and asked him for a cost to do this. The vendors warranty means nothing if laptop is not built correctly nor put back together with items missing.

 

[Puffnstuff]

I wonder if your seller sent you a remanufactured unit. Was it supposed to be new when you purchased it?

 

[Binky]

If you used a credit card to buy the laptop, you can probably file an extended warranty claim with them to cover the costs.