Perhaps it was naive of reader A. to think that sending his overheating computer back to ASUS would end with him receiving a functional computer back. He did expect them to at least put the hard drive back facing in the right direction, though. Or maybe that was the outsourced repair depot’s idea of a fix for his problem. A computer that can’t boot can’t overheat.
I got the machine 1.5 years ago, 6 months ago sent it in for overheating, got it back and the HDD was installed backwards. And not screwed in. 20 phone calls later, I get a “Oh, yeah, we outsource our services and they screwed up, not us” kind of answer.
And then it began running really warm again – and this week it started overheating to a large degree and shutting down. I either get to work from home or commute 1 hour both ways to do my job. I asked for a loaner computer or replacement before I spend more time without a computer again, but have been rebuffed. I can’t trust this company with my hardware if they can’t bother to fix it right or even not break it worse when I send it in.
Here is the letter I sent as best I could, as they are really cagey in contact information:
Hello, last year I purchased, from newegg.com your Asus G73 gaming laptop PC.
It overheated to the point it was hot to the touch and would shut down if I tried playing any games on it, as it was designed to do.
I sent it in and got it back in a decent amount of time. It was not tested at all – I can tell because the hard drive was installed BACKWARDS. Only when opening it up to take a picture to show this gross ineptness did I see the HDD was in there, as when I booted the machine it said there was nothing.
Now it is overheating again. I asked for an apology for the last mistake and received nothing. Now, I want a new computer delivered to me before I send this one back. I was perfectly ok accepting that something can break once and was thankful for the help that I was supposed to get, but this isn’t right.
I don’t think I should have to spend another two weeks spending extra gas money and commuting an hour away and back each day instead of being able to work from home like I have been.
Please email me or call me during US business hours: [phone number redacted]
My last ticket number was [redacted] and it was completely botched. Help restore faith in your company as I am thinking of going really far out of my way to make sure I never have an ASUS part in a computer again. I know you have large market control on parts (well over 30% I had read) which is impressive, but please impress me with your service over your volume.
I learned way back in my early days of working for Consumerist and being a pest at the Apple Store that rule number one of telecommuting is that you need to have a second computer. That’s not really the point here, though, is it?
Structurally, this is a good letter: A spells out his problem, recounts the problems with the repair without extra information, and spells out what he would like ASUS to do to make things right.
The problem with A’s request is that his computer has only malfunctioned and been in for repair once. To be entitled to a replacement under lemon laws and most companies’ replacement policies, the item has to be repaired three times for the same problem. Even one seriously botched repair doesn’t count as three. Maybe this letter will get the computer sent to someone who knows what the hell they’re doing.