On December 10th of 2015 my laptop died. It was an Aorus X3 Plus. It ticked just about every box possible for a perfect laptop. Quad core i7 processor, 16GB of RAM, Dual M.2 SSD’s in a Raid 0 Array, Nvidia Geforce GTX 870M DIscrete video with 6GB of dedicated memory, 3200 x 1800 resolution 13.9″ screen, and 4 pounds. Pretty sweet. Until it died and I entered Aorus tech support hell.
On receiving an RMA number, I was told I would have to ship the laptop to Aorus in City of Industry, CA, at my own expense. $120. The first unpleasant surprise considering I’d shelled out close to $2000 for this machine.
Once Aorus recieved the laptop I was informed that due to the holiday, no one would be able to do anything about the failure until the new year.
January rolled around and I was told, after multiple calls to Aorus, that a new motherboard was ordered would take 2 weeks to arrive before any repair could happen.
4 weeks later and the motherboard arrived. I was promised a speedy return. Next day it turned out the mainboard was not the issue and I would be out of luck for at least another week while they investigate the issue.
No offer of a replacement, just a Dear Customer email detailing a further delay.
I am writing this email on a $129 Woot! special Lenovo thinkpad x130e. Painful. Clearly punishment for assuming that Gigabyte, Aorus’ parent company, is sincere when they offer to cover the laptop for defects for 2 years. Even B &H Photo has stopped carrying Aorus laptops. Probably too many complaints.
It is now 48 days and counting since my main computer died. All I can say is do not buy a laptop from Gigabyte/Aorus. They clearly do not have the support infrastructure to back their machines.