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Tim
Tim, Sr. Engineer
Category: Laptop
Satisfied Customers: 723
Experience:  Sr. Systems and Network Engineer
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New ASUS X551MA 15.6 Inch Laptop received today, keyboard

Customer Question

new ASUS X551MA 15.6 Inch Laptop received today, keyboard doesn't work
Submitted: 11 months ago.
Category: Laptop
Expert:  Tim replied 11 months ago.

Hello, I'm Tim and will be helping you. Sorry to hear about your laptop, that is a bummer. Is it brand new? And where did you buy it from?

Customer: replied 11 months ago.
brand new, from Amazon it's a "santa claus" gift so I'm alittle stressed!
Customer: replied 11 months ago.
hello
Expert:  Tim replied 11 months ago.

oh, i see.

Expert:  Tim replied 11 months ago.

Let me ask some obvious/dumb questions - so when its powered on only the mouse pad works? If you hit the capslock key does a light turn on on the keyboard?

Customer: replied 11 months ago.
no light with cap lock, I'm using a 2.4G keyboard mouse could that be it?
Expert:  Tim replied 11 months ago.

I doubt it, the keyboard is internal to the laptop correct, its not a wireless keyboard?

Customer: replied 11 months ago.
mouse pad works though, no wireless keyboard only mouse
Expert:  Tim replied 11 months ago.

so the touch mouse pad work, correct? Granted they are not one in the same.

Expert:  Tim replied 11 months ago.

I'll be back with you in just a few minutes ok?

Customer: replied 11 months ago.
ok
Expert:  Tim replied 11 months ago.

back

Expert:  Tim replied 11 months ago.

so again, the touch pad on the laptop works correct?

Customer: replied 11 months ago.
Expert:  Tim replied 11 months ago.

gotcha, i hate to state the problem obvious, but it would appear you have a bad keyboard or connecting port internally on that Asus. Asus makes fine laptops, but of course some can be defective, i can understand this being extra stressful b/c it was a gift.

Expert:  Tim replied 11 months ago.

I would let the person that bought it know, and have them submit a return with amazon and print out the free return shipping label. Make sure they mark it as defective.

Expert:  Tim replied 11 months ago.

Amazon will ship a new one out as soon as they get it, assuming they have it in stock.

Expert:  Tim replied 11 months ago.

Does this make sense?

Expert:  Tim replied 11 months ago.

I see you have been back since we spoke, please let me know if you need further information, and please do not forget to rate the question, Thanks.