Is a few weeks, to a month, or more, reasonable for fixing a new laptop?

davie185

Tried cleaning out the dust, and have tried resintalling the latest BIOS update as well. 

I also posted on another forum about the dust, it appears significant dust build up in a short time is common with this laptop, due to the fans being on 100% of the time and the general design of the laptop I guess. 

After I updated the BIOS again (in the hope that when it first updated, something went wrong) and cleaned the fans, everything appeared to be good. Temperatures down and games performing well again. 

However, the issues were still there. AGain, getting basically half the FPS of what I should be getting. It's weird, I could be playing a game and getting 70FPS solidly for 30 mins, then suddenly, boom, it drops to 30 and will fluctuate between 15-35, basically making games unplayable. 

So it looks like it'll still have to go in for repair.

It's just incredibly infuriating to go 1-2 months without a laptop that I bought only 2 months ago, especially now with everything going on and lockdown 2.0 etc...

Jumblebumble

davie185 said:

I bought a brand new ASUS Zephyrus G14 from the laptop outlet website on August 13th. 

I've had various issues with the laptop with it being too hot and other weird glitches, however it has reached the point where the laptop is unuseable for high demanding tasks. I used to (and should get) 60+ FPS on most new games on high settings. Now, I get barely 40 when on low settings. 

I tried to fix this myself with uopdating drivers, software etc, and then finally with a totally clean install of windows 10, with nothing else installed except latest drivers plus a couple of gamnes. Yet, the issues persisted. The laptop could barely run games, was running 90+ C, despite cpu and cpu being below 50% utilisation. 

So anyway, I contacted ASUS, they said they can repair of course but it could take a long time becauyse of covid + not knowing what the fault is yet + not knowing if the parts required to fix will be in stock. I asked is there any way they could replace instead as I need my laptop for income, and they said it is down to the retailer as stated in the consumer rights act. 

I then contacted the retailer, and they first said because 30 days have passed it's nothing to do with them and I should only talk with the manufacturer. I informed them that that is false, that the consumer rights act 2015 clearly states it is their responsibility to provide one of 2 things in these circumstances, either:

1. Repair the product. This has to be done with no cost to the consumer (in particular for postage), without major inconvenience, and in a reasonable time.
2. Replace the product. 

Now, they have offered the following:

They said I can send the laptop to them (and I have to pay postage, it will definitely not be refunded to me, they said), and they will send it to asus on my behalf. In their words, it will take 'a few weeks, to a month, or more' to get fixed. They also said it would take a lot longer to get fixed by using them rather than me just going direct to the retailer. 

I argued with them that this breaks basically all 3 conditions stated above, and that the laptop is barely 2 moths old, and it cost me £1400, and now I have to potentially many weeks without having it, and therefore unable to make an income in that time (as I recently lost my job due to covid, so now trying my best to make an online income). However they said this:
'As per the above emails, we are obligated by the law to send this to the manufacturer to supply at least 1 repair to the unit."

I replied asking which law this is, because the consumer rights act clearly states they can either repair, OR, replace it. 

So, my question:

What realistically are my options. It's incredibly frustrating that I could go 'a few weeks, a month, maybe more' without a laptop that is barely 2 months old and not cheap. I have been pushing hard to try and get them to replace, arguing that this is not reasonable for something such as a laptop, especially in times like we're in where lockdown is coming back. 

Are they legally allowed to do this? Is their timeline for repair reasonable (or does the law see it as being reasonable?)? What exactly counts as causing 'significant inconvenience'. It will be a huge inconvenience to now have my laptop for an unknown amount of time. 

So yeah, is there anything at all I can do, or I just have no choice but to go through with what has been offered?

I'm not sure if this is relevant at all, but today I opened up my laptop just to see if anything was clearly amiss on the board or anything. Nothing in particular to see there, but what I did see were both the fans utterly caked in dust. Now this laptop has been sitting on a desk for 2 months, in a room which honestly has barely any dust. My last laptop was sitting in the same spot for a year, I opened it up too to have a look, and very little dust in it. Yet this new one is caked in dust? Does that help my case in any way at all ( doubt it but just putting here just in case). Photos here:

Thanks for taking the time to read and any advice you can give. I would enormously appreciate if you can help me to get a replacement rather than going so long without my laptop when I vitally need it. Cheers

It will not be helpful for you but might save others
Under no circumstances would I ever spend £1400 on  a laptop without an on site warranty
If the manufacturer wont give one then this tells me everything I need to know