Well looks like i'm not updating its drivers anytime soon

Hi SaiyanGoku

It's not related to BIOS/firmware, and it's normal for performance throttle after removing battery from the machine, and the throttle would be fixed after you get the battery replacement. Your laptop is still covered under 2 year carry-in warranty so kindly send in your laptop and we will replace the battery. Thanks!.

This post has been edited by Prince J: May 25 2020, 02:27 PM

So, are you saying a 230W power adapter is unable to supply full power to laptop but a 4100 mAh battery does? Why does the issue gets temporarily fixed after re-installing driver but comes back after restart?
What am I missing here?
As for the battery replacement, if I could send it, I would've already instead of asking for your support. :|

Most of our models required the present of both the charger and battery in order for the laptop to perform optimally.
The laptop CPU will perform relative same with or without the battery but the GPU clock and memory speed will decreases due the motherboard power delivery designed required both charger and battery power supply to operate efficiently.

Could you check this with ODM? That's not how it should work. Battery should be treated as a backup option and not primary power source for the GPU.

Any selenite pro user tried the thunderbolt 3 connection speed? Or connecting it to a dock or adapter for hdmi to monitor ?

this is the problem with companies like illegear. their support is basically limited to send in ONLY. No matter how much evidence you provided over the phone, email, whatsapp, even video, they will not entertain you other than you sending in your laptop. They will give you a bunch of reasons like they need to check the laptop, they dont want you to damage the laptop etc. But basically what what they meant were you don't know what you are doing, you are not qualified to service their laptop and they dont trust you at all. Which is why i really hate support from companies like this. sending in your laptop means you are without a laptop to use for days or weeks and there is no guarantee you'll get your laptop back problem free. Trust goes both ways and unfortunately, not all their support staff knows what they are doing. In the end, if the issues are not serious and you need to use your laptop, you'll have NO choice but to live with the problems.

Unfortunately, illegear support staff is right about this. most ODM use this trick to save money on PSU. Rather than supplying us with a bigger PSU, they reduced the PSU size and use the battery instead to provide the extra juice when the PSU is not supplying enough power. In your case, you laptop could be drawing 240W-250W during gaming but the PSU is only rated for 230W, so the extra power is provided by the battery. This is why sometimes after a gaming session you will notice your battery discharged and depending on how long you game, it can discharge 10-15% or more. They have a fancy name for it like "hybrid power source" but it's just a marketing term to reduce cost.

You can read more about it here
https://www.asus.com/me-en/support/FAQ/1039026/

So you might not realize it, but if you game a lot, your battery is also under a lot of stress. Example, if your battery is only lightly discharged to 95% after a gaming session, it will charge back that 5% after that. and we all know that battery is under a lot of stress when it's trickle charging at the last 10-20% which explains why your battery got swollen up. in fact, if you take note, a lot of times after you shut down the laptop and go to sleep with battery at 100% charged, the next day when you power on, the laptop will start to trickle charge again (lost 1-2% charge doing nothing) even though it was completely shut down the night before. This is just one of the several annoyances we have to live with this particular laptop.

There are no international flights from India till further notice because of Govt order. I found that DHL and FedEx can ship Li-Ion batteries if properly packed (gave references to support team) and I am ready to pay shipping for it. They shouldn't have any problem sending it.

In my case, battery never got discharged during gaming. It was always at 100%. And yes, I used to loose that 1-2% after a cold boot.

Hi there,

SaiyanGoku is living in India and his warranty is a 2 year carry-in warranty. Moreover, we are unable to arrange the air shipping for battery only because it's considered as a dangerous goods. DHL and FedEX are more opened when we ship the battery inside the laptop, that's why we requested SaiyanGoku to send in their laptop for servicing.

If India DHL allows you to ship the battery only, we would recommend you to arrange a pickup with your local DHL, we will have the new battery to be prepared for your courier to pickup.

As per pm message I sent to you, DHL Malaysia hasn't gotten back to us on shipping the battery after we submitted the battery MSDS documents.

Hi there,

Thanks for the explaination. unfortunately, i had bad experience with your support before. I provided video proof of the issue with one of the USB 3 ports on my laptop and requested your side to send the daughterboard and flex cable for replacement which i'm happy to do it myself. however my request was denied citing i need to return the faulty item first in order for your side to "confirm" it's faulty even though i have done all the troubleshooting and given video proof of the issue. so it's obvious there is trust issue. sending in the USB board will basically cripple my laptop as the only other USB A port is a slow USB 2.0. I'm living in Brunei and this all happened long before covid. i have 3 years on site pickup warranty. Also, the issue with audio popping and crackling has not been resolved till this day. These are just some of the issues i had to live with. I do understand your warranty policy is limited to send in only especially in malaysia but perhaps you all need to come up with solution to support international customers other than sending which involves expensive shipping for a heavy laptop.

Hi alex,

It's not related to trust but the warranty SOP. For warranty part exchange, we have to receive the bad parts first to exchange a new one for two reasons:

1. ODM can do back-to-back RMA with their component suppliers.
2. ODM and their vendors can analyse the problem and prevent the same problem in the future.

If we do not receive the bad part / bad laptop from you, we are unable to arrange the RMA with the ODM, and ODM is unable to arrange the RMA with their vendors as well.

Our onsite warranty only limits to Malaysia at the moment.

We hope the above clarify.

Thank you.

This post has been edited by Prince J: May 28 2020, 07:52 PM

Yes it's clear and I appreciate you guys work with ODM to prevent future problems but it does not solve anything on the user side, does it? Owners are still faced with lengthy RMA process leaving us with no laptop to use.

What you do with the defective parts and how you deal with ODM is your back end process. What i'm suggesting is you should come up with solutions to better serve customers, putting customers first instead and reduce customer downtime. Your customers paid a lot of money and expect equally good experience within the warranty period. Speaking of experience, the software (apps, drivers, bios and firmware) support side of thing leaves a lot to be desired too.

And from the looks of it, illegear has international customers as well but has no support to service those customers. This is something you guys might want to explore or expand into.

Regarding the driver updates, there is no way to know which driver is latest and when it was released if we check the driver download page. I'm thinking to look into driver updates by other OEMs who use same chassis because of this. :|

Thank you for your feedback and comments and we definitely look forward to expand our service centre & showroom to international level (but not now).

We always try our best to do more than what we committed in the warranty and that's why we offered a new battery for Saiyangoku without having him to send back to faulty one.

While that is great of you to try but shipping standalone damaged lithium battery is completely prohibited. Airlines, customs, shipper might allow new one but everyone of them would refuse faulty pieces.

Has anyone found out why this issue happens? Every single cold boot always sees my battery charging. 230w of power from the brick is plenty for my config even when running GPU boost (and should be for every config) so there is no reason as to why it should be drained. First time i've seen any laptop have this issue. Not even their older models based on Clevo units did this

I'm using Eluktronics support page for their Mech G1R and XMG's Neo 17 for chassis specific drivers now. Other than that its all OEM drivers direct from Intel, Nvidia with NVcleaninstall etc. Hardly see any updates on their dirver page

Happened to me too as i described in my earlier posts and i believe this happened to everyone, the only difference is does anyone notice it? and if the battery continues to trickle charge this way, sooner or later our battery will end up swollen too

I'm doing the same as you guys too. sadly they never update anything on their driver/app support page. but to their credit, if you find issues with the software and report it to them, they will work with ODM and post the new one after that. then again, it's not proactive, more like reactive. if nobody said anything, nothing gets updated or changed.