New 2021 Zephyrus G15 GA503 keyboard and ethernet problem

hxj64631hxj64631 Level 1
edited May 2021 in Others
  1. System: Windows 10 20H2
  2. Battery or AC: both
  3. Model: GA503
  4. Frequency of occurrence: all the time
  5. Reset OS: yes multiple times
  6. Screenshot or video: n/a


Detailed description:

Received my new GA503 on Apr 6th. Completed setup, updated system and ran a few benchmark then set it aside while I wait for my new 4k monitor to arrive. Yesterday 4/19 my monitor arrived, for an hour was so everything was fine but then I noticed my ethernet was not connected, laptop was running on wi-fi. I double checked to make sure it wasn't my cable or router, hooked up an older Asus laptop and ethernet worked fine, plugged GA503 back and nothing. Not long after that I noticed my keyboard (the attached one) stopped working. Touch pad, finger print sensor, and power button works but not the keyboard. Under Device Manager keyboard wasn't even there. I then tried to see if I was able to enter BIOS, I was able to and keyboard worked fine under BIOS so the issue is likely not hardware, at least not the keyboard itself. I then performed factory reset via Windows recovery multiple times thinking this'd fix the issue but no, keyboard and ethernet remains non-working. I did notice when powering up, keyboard's RGB'd flash white for 1 second then turn into solid red/orange then stays that way.

I called tech support last night and today but only received the standard call script lines asking me to restart, update drivers, and perform yet another factory reset. I tried to have the support representative escalate to next level support but no luck. Today is the 15th day since I received the product so I think I have to take it back to Best Buy so I don't get stuck with a new laptop needing to be serviced before I even get a chance to even use it for real. Shame


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