- May 11, 2018
- Reaction score
Good afternoon,Hi can you please inform me as to what diagnosis gets done when a dead Asus laptop is booked in for an assessment? Please bear in mind that when I booked the laptop in, it was a measure of last resort which means I did my own troubleshooting which in essence means that I know it's dead when booked in and for a technician to convey something obvious as this after 48 hours lapsed, is a bit disingeneous to say the least. So, in short I ask the question to be informed of what your diagnosis policy process entails when a laptop is booked in? Please enlighten me so that I know what I am paying for?
Thank you in advance.
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This was not done...I did the initial part already and expected them to do same with same result but no escalation took place.Good afternoon,
Thank you for reaching out to us, we're sorry to hear how the situation has been handled.
We've followed up with our internal service administration for more insight into the typical steps taken during diagnosis, the below is what was provided to us:
Our local service partners are Rectron and Ensure, once the item has been booked with them, their technician will conduct the basic steps below (specifically for
As previously stated, the above is merely the basic steps that the technicians of our service partners would conduct.
- Plug in the power cable and see if it powers on.
- If the unit still not powering when plugging in AC Adapter, unplug the battery.
- After unplugging the battery then plug in the AC Adapter and check if it powers on when pressing the power button.
- If the unit is still not powering on, then start with point of elimination, the technician would typically begin by disassembling the motherboard and then
plug in the power cable then try to switch it on again (in order to eliminate the possibility of the chassis causing the issue)
- If still not powering on, the technician will then escalate to the european TSD team for additional tests and troubleshooting
We have sent you a PM to follow up on the issue that you have had in order to gain additional details to see if further assistance can be offered.
ASUS South Africa.
Hi a3aan99,Hi There ASUS South Africa .
Really hoping you can be of assistance.
Toward the end of december one or our newly installed motherboards died on us. being pressed for time, year end and all, we bought a new motherboard and got sorted.
The motherboard was part of a built to order PC from an overseas supplier, and while I have the option to return this to the supplier, the shipping cost there does not justify the price of a new board.
The motherboard is still under warranty, and I have contacted a few of the distributors to find out:
so far I have hit a wall, with the majority of the distributors saying if it "was not bought from them they cannot help me". further inquiry as to who then the correct company would be was also met by typical shrug and a "I don't know, why don't you try xyz company down the road"
- Will the warranty be honoured in south africa
- If above true then who will be the correct company to contact?
so I guess i'm just asking really nicely to point me in the correct direction
Thanks in advance!