ASUS and LaptopScreen.com Boycott
log in

Advanced search

Message boards : Windows : ASUS and LaptopScreen.com Boycott

Author Message
Profile Slicker
Volunteer moderator
Project administrator
Project developer
Project tester
Project scientist
Avatar
Send message
Joined: 11 Jun 09
Posts: 2525
Credit: 740,580,099
RAC: 2
Message 19061 - Posted: 14 Apr 2014, 21:58:31 UTC

Andre M.
Hello Jon Sonntag, thank you for contacting ASUS support. Please give me a few moments to review your information. I will be with you shortly.

Jon Sonntag
The LCD is a Chimei N173HGE -L11 Rev C1. The backlight works, but that is all. I ordered a replacement from laptopscreens.com and they sent me "compatible" screen which, of course, didn't work (different manufacturer and model). I shipped the replacement back to them today. So... Any idea where I can get an actual replacement? The warranty has expired and I have no desire to spend $1000 to have someone replace a $100 screen.

Andre M.
I am sorry that you are having to experience this. I will do my best to get your issue resolved.

[time passes...]

Andre M.
I am very sorry Jon but I cannot actually advise you on where to find a compatible model, however you will be able to check Amazon, Newegg and Ebay.

Jon Sonntag
You mean I can't order a replacement part from Asus?

Andre M.
I am very sorry but we do not sell parts.

Jon Sonntag
How do you manage to make the computers if you don't have parts? How do you manage to repair the RMA'd units if you don't have parts? If you can't support the products you sell, I see no need to purchase your products in the future. I have the skills to do it myself so there's no reason to pay someone else. I just need the parts. I can go to Sears and get the parts for my Sears lawn mower. Why can't I get Asus parts for Asus computers from Asus?

Andre M.
I completely understand what you mean Jon and I do apologize for the inconvenience.

======================
That ended the chat. At least I had a chance to fill out a customer service survey.

The moral of the story is Don't buy ASUS products since they will not repair or even sell replacement parts if they break.

My laptop is 1.5 years old. I would expect to be able to get support when it is only 6 months out of warranty. If the best support I can get from ASUS is to check on e-Bay, I will be taking my business elsewhere and hoping all of you do the same.

For the do-it-yourself'ers, don't bother ordering a replacement LCD screen from www.laptopscreen.com. The order clearly shows that I ordered the exact same make and model of LCD screen to replace the broken one but they sent a "compatible" model that didn't work. It arrived with no documentation, no instructions, and in a bubble wrap USPS envelope stuck in a box but delivered by Fed-Ex (Isn't it illegal to use USPS envelopes to send packages when they aren't send via the USPS?) The web site suggested searching on youtube to see how to do it. Luckily I found one that came pretty close to my laptop model showing how to get it apart and the correct order in which to remove the 40 screws holding the screen in place.

Unfortunately, their phone support is non-existant. When you call, you are told you have to go online to enter a support ticket. Think about that for a moment... Your screen is broke but you are expected to use your computer to enter the help desk ticket online. Evidently, the level 1 support person lost all their fingers and is now QWERTY challenged and unable to do it for you. After having to take pictures and then crop or resize to get to the proper resolution they require to enter the support ticket, they proceed to ignore all the photos and the description of the issue you spent so much time preparing and just send you a scripted "try again" message. I don't think there is a level 3 support. When I pointed out the error of their ways (e.g. they suggested I upgrade the windows drivers when even the BIOS boot-up screen didn't display properly -- more rocket scientists ) and asked to be put in touch with level 3 support, I was sent RMA info instead. So, now I have to order a new laptop as well as wait another week to get my money refunded for the replacement screen which was not really a replacement.

I think I'll have that bourbon now while I consider whether to purchase an MSI or some other brand of desktop replacement laptop.

Profile Zydor
Avatar
Send message
Joined: 19 Aug 09
Posts: 364
Credit: 840,811,292
RAC: 0
Message 19070 - Posted: 15 Apr 2014, 23:13:33 UTC

Unfortunately the Corporate cost-savers of today do not even understand their own products - let alone their own customers. They just see a balance sheet consisting of a simplistic one line entry: todays hardware sales ..... because that's all they get a bonus for, short term Sales and bottom line profit.

I now dump those who don't talk common sense on their so called "Support Lines" (which seem to be setup by Morons for Morons, and staffed by Fifth Grader on-screen card readers). Usually means missing out on the latest gizmo or "market leader", but the latter are a fat lot of good if they fall over and I cant get help from the lunatics.

Not that avoiding their Products will do any good, most are too dense to get it into their thick Sales orientated skulls, that Customer Service sells. Unfortunately no one is bonused on Customer Service, so it goes down the pan.

One day common sense will return, but I'm not holding my breath.

Profile Slicker
Volunteer moderator
Project administrator
Project developer
Project tester
Project scientist
Avatar
Send message
Joined: 11 Jun 09
Posts: 2525
Credit: 740,580,099
RAC: 2
Message 19118 - Posted: 23 Apr 2014, 22:46:38 UTC

I got a new screen from laptopscreens.com today after the other one was RMA'd. This one is the same manufacturer and model as the original LCD but it has some dead pixels right in the middle of the screen. Aaaaarrrrrrrrgggggggghhhhhh!


Post to thread

Message boards : Windows : ASUS and LaptopScreen.com Boycott


Main page · Your account · Message boards


Copyright © 2018 Jon Sonntag; All rights reserved.