[flexiron]

Dear Consumer Advisor, I don't know who to turn to, I need help badly. I sent the below letter to Asus Headquarters because my new Asus G74SX Notebook which I received on December 25th 2011 has corrupt system files. I just sent it back to California for the 8th time on May 5th 2012 with the same exact issue. When I receive it back the repair center Techs says it has been repaired, yet when I do an Administrator System File Check, Windows tells me that there are corrupt file and they can not be repaired. I've told them 7 times to perform a SFC prior to returning my Notebook and sent photos of the errors, but they just keep returning it in the same condition as I sent it out.
Please help, what can I do?
Sincerely,
Tony Kingsbury

Asus Headquarters, 05/05/2012
I’d like you to know that after your technicians tried to repaired my notebook for the 7 time the problem still exists, so I am returning it for the 8th time again and I will continue to return it until it has been repaired correctly. It seems that your technicians don’t have a clue on how to repair a simple operating system problem, SFC checks the integrity of Windows operating system files, yet your techs fail to know this. Here’s the steps they can follow: START > ALL PROGRAMS > ACCESSORIES > COMMAND PROMPT > right click to RUN AS ADMINISTRATOR > type SFC /SCANNOW and wait for Windows to check it’s files. My results is always “ Windows resources has found corrupt file and was unable to repair them”. This is unacceptable for a new computer. I’ve sent photos & notes seven times in the past on the issue of the errors windows is reporting and seven times it’s returned unrepaired. I’ve also asked seven times for the technician to do a system file check prior to returning my computer and all I get is a laptop repair summary saying they replaced the hard drive, motherboard, touch pad and that they duplicated the issue which they did not or I would not be sending out my computer for the 8th time. Again it is not a hardware issue, it’s the operating system problem. I’ve also tried calling the number ( 510-739-3777 Ext. 5105 ) on the repair summary and all I get is “Your connection can not be completed at this time, please try again later”. Later never comes after calling 8 to 10 times. So much for customer service, anyway this is not a threat I am making as I do not believe in them, I just believe in results this is all I’m asking for, but if my computer comes back for the 8th time with the same corrupt files and not repaired correctly I will seek legal counsel to begin a suit against Asus, I have all past documents and photos to start this process. Your wasting my time and money as well as yours, please fix it correctly or replace it.
Sincerely,
Anthony Kingsbury
603 935-7844
flex.iron@comcast.net
New RMA # USA1250336

[LiveBrianD]

Have you tried doing a system recovery? (I would've suggested that you do a repair install, but you need an actual Windows disc to do that and I doubt asus provides one. I don't mean a recovery disc btw.) Also, try running Seatools on it (do a short DST), just in case there's an actual problem with the hard disk. I've heard of companies returning rma products in the exact same condition as before, likely without replacing anything. (note: if you use seatools and don't have a seagate drive, ignore the hard drive temp warning you might get - it's reading the wrong sensor)

[flexiron]

LiveBrianD,
I have also done a recovery on my Asus G74SX on all 7 returns of my computer and the recovery side each time is also corrupt, which leads me to believe that the image disk Asus uses to burn Windows 7 to the hard drive is also corrupt. I haven't received my notebook back yet, but it's been in California for 9 days now, hoping they got it right. I do have a windows 7 professional disk handy, but the operating system on my Asus is Windows 7 Premium and I'm pretty sure the same Asus key code will not work. Any other suggestions?
Thanks,
Tony

[Flashorn]

Hey flexiron!

Welcome to the Forums.

Now, you've told us that you are having problems with corrupt files but, you haven't told us what problems you are experiencing with those files.
Could you elaborate on what those problems are please.

Do you have your MS Key handy? If so, would it be possible for you to borrow a copy of Windows 7 ( not the OEM but, the Retail version), to
re-install Windows & and use your Key to activate the OS.


FLASHORN.

[flexiron]

Thanks guys,
I think you misunderstood me, I have a brand new Asus G74SX Notebook which I received as a gift for Christmas 2011 from my wife. When I opened the box and started the computer the first thing i did was a system file check as Administrator in the command prompt. Windows then stated that it found corrupt files and was unable to repair them. I then performed a system recovery which Asus has by hitting the F-9 key while booting, the recovery side also had corrupt files. I performed this SFC for all seven repair times when it was returned to me, Asus stated that they had repaired my operating system, but they also replaced the hard drive several times, the motherboard and the touch pad. I kept telling them it was not a hardware problem, but an operating system problem which feel on deaf ears.
If I reload Windows over the operating system Asus has installed there goes the warranty. I've only used this computer to do the system file checks and then returned it back to Asus the same day I received it.
So now I'm between a rock and a steel wall, still waiting to see if Asus has repaired it correctly for the eight time, should be any day now.
Can you guys feel my pain, this really sucks to get the run around from a company as big as Asus.
Tony

[Flashorn]

Hey Tony!

You might be right about the files being corrupt but, have you installed a browser or (if it has Office installed) did you try to do any kind of work
on it? Did you try to install games (as this is a gaming notebook) and play them?

I understood your dilemma but, if you only started the notebook and didn't try to do anything else with it , "maybe" some of the needed files didn't install
properly or only installs when needed, hence the error you are getting. This is only a thought.

I do know for a fact that, Asus installs all kinds of junk (well, they think it's to help us out but,..) and also they play around with all kinds of drivers and
configurations.

I am not just pulling these facts out of the air as we now have three Asus notebooks in the family. All are W7 Home. The oldest (being mine) is

G73JH-2 years old and still gaming hard.

My Daughter's

U36J _ French

Wife's

U44SG_ very recent.

All have been, so far, Very reliable with no problems.

I must add that on mine which is also a gaming notebook, Asus played around Considerably with the Graphics driver. We (the ones that owns these notebooks) cannot
update the drivers to the latest configurations. You will get a Grey screen of Death if you install any of the newer drivers.

I also had to re-install Windows on my Daughter's notebook but, this was an error on her part as she wanted the French version. So, I burned the Restore discs and re-
installed the OS. No problems since.

Maybe give the OS a chance to start on work a little with it unless you feel that it will not work. That's what I would do then, try with Asus again.

On a side note, I wish someone would have given me such a present as they are Not cheap.


FLASHORN.

[LiveBrianD]

flexiron, on 15 May 2012 - 06:19 AM, said:

LiveBrianD,
I have also done a recovery on my Asus G74SX on all 7 returns of my computer and the recovery side each time is also corrupt, which leads me to believe that the image disk Asus uses to burn Windows 7 to the hard drive is also corrupt. I haven't received my notebook back yet, but it's been in California for 9 days now, hoping they got it right. I do have a windows 7 professional disk handy, but the operating system on my Asus is Windows 7 Premium and I'm pretty sure the same Asus key code will not work. Any other suggestions?
Thanks,
Tony

Windows 7 discs are tied to a version (Home Premium, Professional, Ultimate), BUT, they're actually the same disc, except for a little file that dictates what version it is (however, the 32-bit and 64-bit discs really are different). You can download a regular Win7 disc image here, burn it to DVD, and use it with the license key on the bottom of the laptop. Then, install the drivers from asus's site.

This post has been edited by LiveBrianD: 15 May 2012 - 04:29 PM

[flexiron]

FLASHORN,

I wanted the G74SX because I'm into gaming a lot and mostly all the reviews recommended Asus as a top choice in notebooks for gaming.
I have removed all junk files with Decrapifier, updated the Bios & drivers which Asus pop up applications asks for and loaded Fallout 3, I have given the computer a chance, but corrupt system files is unacceptable for a new Notebook.
I've been rebuilding computer desktops for 10 years now and when they are complete I always perform a SFC to check the integrity of the Windows system files and have never received the corrupt files error, but if I did the OS would be reinstalled.
An Asus app. keeps asking me to do a back up, but I won't until all system files are intact.
I"m happy all your computers are running well, but for $ 1,500.00 plus dollars I expect the best and will not except less. I love the style and design, even if it is a little on the heavy side.
Here are the specs:

ASUS G74Sx-TH71 NOTEBOOK
PROCESSOR: INTEL i7-2670 QM 2.2GHz
MEMORY: 16GB
HARD DRIVES: Seagate Momentus XT 750 GB 7200RPM SATA
6Gb/s 32 MB Cache 2.5 Inch Solid State Hybrid Drive
500GB Second Drive
VIDEO CARD: 3GB Nvidia GTX560M
SCREEN: 17.3
OS: Windows 7 Home Premium 64 bit
Thanks,
Tony

[flexiron]

LivebrianD,

As I stated earlier I do have a Windows 7 64 bit Professional disk, but If I reinstall Windows 7 on the front side of the drive, I still have to contend with the recovery side of the same drive being corrupt, which again is unacceptable for a brand new computer.
I guess I'll just have to wait and see if Asus has repaired it correctly on the 8th time, will keep you informed.
Thanks,
Tony

[Flashorn]

Hey Tony!

Thanks for elaborating on your progress (or lack of). When it comes back, could you perform a scan for chkdsc to see if any of the sectors are bad.
This might not have anything to do with it but, it will ascertain that the hdd is OK.

Whenever we by a new Asus.,I usually go to this site to see what programs Asus has loaded, are really needed or are just taking useless space and
processes:

http://forum.noteboo...ware-guide.html

Most of these programs , Asus loads on their new notebooks. So, if some are really needed, this site will let you know what they are and you decide
whether you want to keep them. I like to do my updates manually so, I uninstall most of them. It makes a difference.

For a gaming notebook (or any gaming PC running Windows), too many processes can impact on the performance of the PC. I like to visit Black Viper

http://www.blackvipe...configurations/

to make sure my OS is not hampering the performance I paid dearly for. IF you are to tinker with the OS s configuration, I would recommend you write
down which ones you have changed. Makes it easier to change back if you don't like what those changes do.

When you loaded Fallout 3, did you get any kind of errors running the game! or any of the programs you use !!

Could it be that the SFC is not right in it's assessment !!

I'm just thinking out loud here but, maybe these questions could help out.

And yes, I'm well aware of what they cost. Here in Canada, a G74SX is almost $2000.00 dollars.

Keep us informed on the progress and if we can help, I'm sure we will all do our best to try and resolve your problem.



FLASHORN.

This post has been edited by Flashorn: 16 May 2012 - 10:43 AM

[flexiron]

Hi FLASHORN,

Just got an e-mail moments ago from Asus and here's what they had to say:

Dear Tony,
Thank you for contacting ASUS and providing your feedback. We apologize for not being able to resolve the issue sooner. However, your notebook is currently in repair and should be fixed properly and double checked after the repair before it is sent back to you. If you have further questions or concerns, please contact us at 888-678-3688 or visit service.asus.com and click RMA Status for a status check on your RMA.
Best Regards,

Sounds like it won't be long, although this could be computer copy sent to anyone who is having repair done by Asus, can't say.
Sorry I failed to mention that I did perform CHKDSK many times thinking it might repair an error or two, but both drives are new and running well. Of course there has been occasions where drives were found to be bad, but I've never had problems with Seagate drives.
Thanks for the web sites, I will use them.
Fallout 3 played very well, no crashes, glitches or artifacts for the short time I had the computer in my possession.
I don't know if the assessment of SFC is at fault, all I know is it worked well on the many repairs I've done in the past, about 85 repairs.
When I receive my notebook back I will update you, got my fingers crossed that this is the last time it's sent out.
Thanks,
Tony

[LiveBrianD]

flexiron, on 16 May 2012 - 06:20 AM, said:

LivebrianD,

As I stated earlier I do have a Windows 7 64 bit Professional disk, but If I reinstall Windows 7 on the front side of the drive, I still have to contend with the recovery side of the same drive being corrupt, which again is unacceptable for a brand new computer.
I guess I'll just have to wait and see if Asus has repaired it correctly on the 8th time, will keep you informed.
Thanks,
Tony

You have physical recovery discs, right? (I recall my mom's UL50ag came with them, 2 years ago.) If not, burn them first, just in case.

[waldojim]

Reinstalling Windows should not void your warranty. And I would demand they ship the machine back to you with an original OEM disk so that you may correct it yourself if they failed again.

[flexiron]

waldojim,
I took your advise and just got off the phone with Asus support and demanded an OEM Windows 7 disk, which they passed on to the repair center.

Thanks again,

Tony