i'm 10 days passed my newegg return, so i'm stuck dealing with asus
during the last week, my TF just became completely incapable of sleeping with SODing. did everything i can to try and fix it. Did an nvflash reformat (i believe that should fully reset my device, correct?). even unrooted and reverted to 3.0.1 rom, and still SODs persist.
[ bit of a side note: my TF didn't used to have this problem, and now, even with multitudes of software wipes, i'm still getting them....i'm starting to wonder if this is really a hardware problem ]
anywho, this is the first time i'm RMAing anything by mail, so i'm wondering which shipping method i should pick. i want to pay as little as possible, although i want the shipment insured. speed isn't a priority, although obviously, the faster the better.
better yet, has anyone able to get Asus to refund the shipping? This SOD thing is definitely ASUS's problem, and I feel ripped having to pay a single cent on having it fixed.
also, this is what i declared as the reason i'm RMAing. They said i have to put a letter the enumerates the problems with my TF. Can I add in my light bleed problem and a single bright pixel in the screen?
I might as well get everything done in one swoop.
thanks
I'm in almost the same boat as you. One stuck pixel, massive light bleeding. I just sent it in Thursday and they're going to receive it Monday from which the two week period begins.
1. I was also forced to pay the return shipping. Unfair is an understatement for a unit that was defective straight out of box.
2. They can't guarantee a replacement, only a "repair". Whether that means they butcher it by breaking the bezel using a putty knife and the whole thing creaks after they slap it back together is unknown.
3. I would just throw every issue you have on it to a letter. What they should have sent you is an e-mail which comes with an attachment file which is a checklist and it requires a signature and the RMA number. Simply fill it out (I put the TF101 16GB on the "Other" section of the checklist).
You'll need that checklist above, the issues sheet which you have to type up and a copy of the invoice to prove warranty is still in effect. Staple the three documents together so your gripes/issues sheet is on top and implicitly it becomes the first thing they are likely to read. Throw some red ink in there too, either from red font or circle some passages using a red pen to catch their attention for important areas to read. Just don't overdo it.
4. Finally, they told me to include all of the stuff it came with including box, manuals, charger cables, etcetera. I put it all in there and I made the asshole CSR confirm that if they "repair" it they will return these back to me and I stated this on the issues sheet as well. If they replace the unit I wanted the whole thing replaced and they could keep my packaging. If you don't send the box you may save on shipping costs but the instructions quite clearly state that they're required to protect the unit during shipping.
Based on Murphy's Law and the generally ****ty quality of their CSR's I am assuming the box will become lost in a black hole and I'll receive a unit with no packaging to complement the $417.00 I paid for what is essentially a refurbished unit.
The cheapest and fastest way to send it IMO is the medium Priority Mail flat rate box coupled with Delivery Confirmation and Domestic Insurance for $400.00. Don't insure it for a penny more or you're paying another $1.05 or so. Insurance is a must, if you don't they'll blame it on you if it gets lost. The total comes out to around $17.00 where I am counting the postage, DC and Insurance. The medium PM flat rate box is sized perfectly to fit the unit and allow you to put padding on all six sides and will run you about $10.75 and it generally takes three days to get there, counting the day you mail it and the day they receive it. Be careful if that third day lands on a weekend like Saturday, although USPS delivers apparently Asus Service Center isn't open on Saturday's so the package is held until Monday.
If you do send it, good luck. Do post your experience and the results. We'll be like blood brothers, we'll see whether we get shafted and which one of us gets it harder.
Thanks for the response. I actually put off sending it until tommorow and was thinking of ups...but I guess usps is a good choice as well.
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The e-mail I got from them clearly states that packaging should be included but I took another look and it says if it's not included you can just package it securely.
To do it by USPS you need to have the unit packed in the box it came in or just bring the unit itself if you're not sending the packaging. Go to a post office and ask for or find the medium Priority Mail flat rate box. It's the only box that's about the same in terms of dimensions as the Asus Transformer box it's just a little bigger. Put the Transformer in that box and put padding all around the inside, peel off the adhesive strips and close up the box.
You'll have to bring your own padding whether it's crumpled paper or packing peanuts because the post office doesn't give you any from my experience.
Once it's all sealed up using the adhesive strips on the box, write the destination and return address on the place the box tells you to. You might also be able to find a label you can write it on and then stick the label on.
Then find the bright green DC form, fill it out, detach the barcode sticker portion from the form and peel the backing to apply the barcode label to the box. Do the same for the insurance form which is blue (make sure the insurance form is the blue one that says Domestic Over $200.00). If you get the wrong one (the black one), it's not possible to insure for anything over $200.00. On the insurance form only fill out the bottom stuff, the rectangle boxes above are printed on by the computer at the cashier.
Now before you make you way to cashier, make sure you have:
1. The medium PM flat rate box sealed with the Transformer inside.
2. DC has been applied (bright green label) and you must have the other stub with the address information on it.
3. Likewise insurance must also be applied (blue label) and you must have the other stub with the address information on it.
4. Go up to the counter, hand them your package and the two colored stubs for DC and insurance.
5. They'll ask how much you want to insure for, obviously you tell them $400.00, they stamp the stubs, print the insurance information on to the blue one, take your money, give you your receipt and the two stubs back and you're on your way. Don't lose the receipt or either of the two stubs. The receipt will have the numbers from the DC and insurance stub but you don't want to lose those anyway in case something happens.
6. You can use the numbers on the bright green DC stub to check the status of your package on the USPS website.
If you can do UPS it's a little better because the insurance is already implied I believe (don't quote me on this, make sure). They also have real time tracking but IMO UPS takes longer and is a bit more expensive. Priority Mail is almost always three days with the first being when you drop off and the third being when they receive it. This is even if you're doing this from NY to CA.
finalhit said:
Thanks for the response. I actually put off sending it until tommorow and was thinking of ups...but I guess usps is a good choice as well.
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i sent my tablet using UPS from S. Cal to Texas using 3 day ground for 11 bucks. I just sent in the tablet with the box. I kept the charger and usb cable. Monday 20th will be a week now since they receive it. hopefully I will get it back at the end of this week. my tablet backlight die after one month.
wow, thanks for the very detailed response tubular. i never really shipped anything before (except returning a package to amazon, but amazon made the that process painless, wish asus did the same)
so UPS is always insured? so dazz's 11 bux is insured? i may very well go that route if that were the case.
still a bit bitter of having to pay for shipping, as i'm very much convinced that SOD is a product defect, not a user-caused one...but for 11 bux, i'll save myself the stress, and let this one go.
Call them and ask. From what I know packages are insured by default and yo have to put a claim if it gets lost. Usually they go through a lengthy process of attempting to find the package.
The only downside to UPS is it may take longer. Especially if Asus wants you to send to Fremont, CA and you're on east coast. If you're not going by a 3-day service and you do UPS Ground you're easily looking at five or six business days.
The pros are that it appears cheaper based on what the other poster said. In addition it's easier. It's one label that you put on the box. USPS requires all of that mess I put up above, putting the destination/return address, filling out DC form and applying that label, filling out insurance form and applying that label.
If you've never done it before you might be better off just doing it by UPS and having UPS help you with the package at a UPS center because USPS doesn't help you with ****. There's already a line there and if you wait until it's your turn and ask your question it's going to be a waste of time. There's literally glass windows separating you from them. UPS centers allow workers to walk around the counters and actually assist you.
From my experience postal workers are agitated, annoyed and rude. Definitely won't be fun if you make a mistake.
finalhit said:
so UPS is always insured? so dazz's 11 bux is insured? i may very well go that route if that were the case.
still a bit bitter of having to pay for shipping, as i'm very much convinced that SOD is a product defect, not a user-caused one...but for 11 bux, i'll save myself the stress, and let this one go.
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I didnt get it insured when I sent mine in, too pissed off that it was coming out of my pocket for a defective product. Also, my TF missed the delivery date by one day and I got a refund of 6 bucks back... So I ended up spending 5 bucks...
nowhere did i read they wanted a copy of the invoice or warranty card or anyting of that nature to show if it's still in warranty....since these things have only been available a couple months, i can't imagine ANY TF101's being out of warranty yet. I just mailed in the unit (no cables, no manual, no nothing but the TF101), factory reset, in original box with the 2 pieces of paper they requested....they also said nothing about getting a repair/refurb in return.
i can't imagine they have the time to physically repair the various units that come in and get them back out in a timely manner....though i'll know quickly if i get my old one back, mine has a nice chip/flek where the copper used to be.....they also didn't mention anything about me paying return postage (unless you meant you paying the postage to send it and them paying the postage to send you the fixed one).
Fedex ground and it should be there on wed....not sure who you people are talking to to get so much information, my letter said to ONLY send the stuff you want replaced, not all the cables and stuff.
Oh, and sent it to a Suite 200, what kind of Suite has a white room and able to repair broken computers, i thought these were all manufactured in Taiwan, doubt they have the ability to repair them in Texas.
$14 for ground Fedex, really the only shipper i trust for expensive items.
Please do not to include any accessories, including but not limited to as they will not be returned / replaced. Customers will be responsible for shipping fee if they are requesting items to be returned
Shipped it ups. Its indeed 11 bux for ground...3 days from socal. First $100 is insured, $2 additional for each $100. Didn't want to risk 400 to save 6 so paid for that as well.
Also didn't want to send my box in (dunno why, feel a bit secure having the barcodes and stuff) so paid additional 5 for them to pack it.
Came out 23 and change...shiuld get there in 3 days
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Tubular said:
If you can do UPS it's a little better because the insurance is already implied I believe (don't quote me on this, make sure). They also have real time tracking but IMO UPS takes longer and is a bit more expensive. Priority Mail is almost always three days with the first being when you drop off and the third being when they receive it. This is even if you're doing this from NY to CA.
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Eh? I've sent a package to California with UPS and it was sent there by three days.
I trust UPS more than USPS. It's far much better and stable.
Not sure what you're talking about UPS taking longer.
What are the return times like? I'm up in Canada and I sent my TF in for a problem with the bezel and it's been at the RMA place for 3 weeks now! I'm getting a little frustrated because my RMA number isn't working on the tracking site, but when I call support up they say they can see the status of it and keep telling me I have to wait "just a bit longer".
I love the TF, but I'm getting very frustrated by ASUS's tech support. The tablet has now been in an RMA center longer than it's been with me
It took 2 weeks here. Picked up from the Netherlands, shipped to Czech Republic (1 day), speaker + accelerometer repaired (12 days), shipped back to NL (1 day).
Not sure what you're talking about UPS taking longer.
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UPS Ground takes five days at the minimum to reach CA from NY. If you haven't used UPS Ground before you have no idea what you're talking about.
UPS 3-day gets from CA to NY in 3-days, that's why it's called 3-day. UPS Ground however, does not.
Oh and the Grapevine, TX facility does have a clean room. Look up the address for the Grapevine, TX facility and you'll find the "ASUS Service Center" is actually "Wistron Infocomm". You'll also find a news article about how the facility was renovated last year to have better air filtration and upgraded clean room standards overall. It makes me a bit more confident but reading forum posts from people who sent in laptops and motherboards to various Asus contractors shakes my confidence. Some have received either no repair or their items were purposely damaged so that Asus wouldn't have to foot the bill for the repair. It's this kind of shady bull**** that makes me fear the worst.
I sent in everything because not only was my unit defective, so was the charger. I don't know where you got that above passage Krighton but it's clear on the e-mail:
6.Ship your unit and all accessories (if applicable) in the original packaging to ensure safe handling while in transit. In the event that you do not have the original packaging, please pack your unit safely. By shipping your unit to an ASUS service center you agree that ASUS cannot be held responsible for any damage that occurs as a result of third party courier service.
7.Do not ship any additional devices or peripheral accessories that were not included with your unit. ASUS cannot be held responsible for any lost, stolen, or damaged items that were not included with the original unit.
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Bubble 7 means don't put irrelevant **** in the box like a game boy or something. Everything that came with the unit is fair game. I better get all of it back since these pricks insist on repairing instead of replacing.
"By shipping your unit to an ASUS service center you agree that ASUS cannot be held responsible for any damage that occurs as a result of third party courier service."
I believe this is both immoral and possibly illegal. The item(s) should be insured by Asus with the courier they use. If the courier is handling the goods on Asus behalf then they should be responsible for any damage incurred during shipping and claim the money back from their courier!
I'd challenge any sensible small claims court not to agree with my thinking on this. But I do not practice law so if anyone wishes to chime in please do.
Related
I smashed my screen a couple of week ago. Dropped a heavy lamp onto it and the sharp top end went into the edge of the screen and shattered a large proportion of it (I'm not blaming the screen cos that would have broken any screen). Luckily bought cover for it and returned it for repairs, due back this week.
But here's the interesting part of the story. I was searching ebay for accessories and came across the following:
http://cgi.ebay.co.uk/ASUS-TF101-16...=UK_iPad_Tablets_eReaders&hash=item1c1b55c6e9
THATS MY TRANSFORMER!!!!
So rung comet and they told me it is repaired and will be ready to pick up this week.
How do I know its mine? I took a picture of it before returning and the cracks across the screen are identical.
I can only assume comet are replacing it, even though they are claiming they repaired it.
In thier terms and conditions, if a product is replaced by a new one then the remainder of the warranty then becomes void (only covered for repairs). But they haven't said anything about it. Guess thats good for me, new transformer and keep warranty.
Honestly, this sounds very worrying and maybe this is a suing job. Surely a company isn't allowed to sell your property. What if you had sensitive data on it for example? If you can prove it's yours as you say you can, it looks like an open and shut case to me.
If I were you I'd ask for a proper explanation from them and show them exactly what you are showing us.
Warranty? Warrant doesn't cover dropping crap on it. Insurance would, but not warranty.
Lamp impact damage isn't a manufacturing defect. How the heck did you get the retailer to repair/replace it? Did you buy a replacement or service plan with it?
Thats a good point. I was just excited about getting my transformer back.
But very true that i could have had sensitive information on it but thankfully factory reset it before giving it back (just in case something like this happened i guess).
Will take a picture in when I go to pick "my" transformer up and see what they got to say for themselves
my correction, it was a service plan i bought (insurance) I bought with it, about £109 for a year that covers accidental damage. And so glad I did
Bonus, I have the serial number of my Asus. Now this will be an interesting conversation when I go pick up my Asus and try to match up the the serial no.
I'm assuming you are in the UK. Not sure how things work there, but most insurance policies here say they can replace the device and it still takes away the warranty period. As long as they wipe the device, they can do whatever they want with it. Same thing as a return. ymmv, but i wouldnt expect any sort of compensation from a company that is holding up their end of the bargain (taking a broken tablet from you and giving you a non-broken tablet.)
I'm more annoyed about the fact that if they were going to replace it why have they kept me away from my precious Asus for 3 weeks, they have (or someone) has had time to put it on ebay even.
Otherwise not to fussed with a replacement and I think your right that they prob have kept their end of the bargain. Will scrutinise the terms and conditions later.
You'll probably find what's happened is Comet have taken your tablet, the underwriter of the service plan has agreed to replace for a new device, the store then retains the device (insurance write-off) and a staff member asks to buy it for, lets say £50 for this argument which is then a 100% profit for the store due to it being writen-off. This is similar to how PC World worked when I was there during college/uni years and why you see clearance stock with bits missing/damage to them at reduced prices. Oh and staff get silly discounts off damaged products as they generally couldn't sell some stuff, we had people getting laptops for £50 or cheaper on the odd occassion.
However remember this could just be a coincidence lol
Hi, didn't asus already had an accident happen warranty for this device? (seen this on a retailer website, it is for the netbook but it was put in bold: Accidents Happen
You have extra protection when they happen to your ASUS notebook purchased in the US or Canada. ASUS will fix it or replace it for you at no charge during the first year after purchase in the event of damage from accidental spills, drops, electrical surges, or fire.
Warranty covering accidental drops, spills, power surges, and fire damage
Target 3 business day turnaround time for repair / replacement; not including receiving and shipping time
One-way shipping (from ASUS to the user) at no additional cost
24/7 toll-free phone support
One incident covered per notebook
So not sure about it but usually asus have a pretty good warranty...
**EDIT: OOps, just seen it is only for us and canada... so uk may be different...
i hope they havent actually sold off your tablet, thats a joke, tell them you want to be compensated for the trouble this has caused, you could have had sensitive data on the machine. And you know they are selling your one online. Maybe the person with the ebay account is a dodgy comet employee.
im gonna follow and see what happens, i wouldnt be happy waiting when there are about 4 different honeycomb tablets to pick from now, and they have kept you without your one. the xoom was meant to be the first, but i didnt get one, as this was out first, xoom got delayed and to be honest, why have you had to wait at all.
I am dissappointed that I had to wait so long just to get a replacement, and hurts a little (i know its sad) to see my original transformer on ebay cos it was mine and i loved it.
But to be honest they have kept within their contract, which says if they can't fix it they will replace it. And repairs/replacements will take approx 3 weeks.
Nonetheless i will mention it when i go pick up my transformer on thursday and make a point of why I had to wait when they new they were going replace it atleast a week ago.
And just checked and it has been sold for £180
I sent my Transformer RMA for repairs, I received it back after 23 days!, with a 3 inch scratch on the plastic back. There is a gouge in the metal bezel, that I can see and feel, extending from there is a long scratch. This is the most frustrating "toy" I've ever purchased. Dust under the screen, an unsealed screen (gap between the glass and rubber strip), a charger that would not charge the unit (not to mention the cable is so short) and now they damage it.
I was told to take pictures of the damage and send them to ASUS customer care. I don't want to send it for repair again, especially not at my expense. On the other hand, if they agree to replace it, what are the odds of actually getting one that works, and was built, correctly.
This would be funny if it weren't so sad.
I had predicted this and now I'm further convinced they're going to mess up my unit.
Great, just great. I guess with Asus your only choice is to live with the problem. Never ever send it in for repair.
I was under the impression they weren't even repairing your unit but just giving you a refurb one.
You probably got someone else's toy that happened to be scratched to ****.
sassafras
Crap happens. The techs are only human.
I had a Canon DSLR whose sensor was scratched while in repair. When I got it back I called them up and explained the problem. Canon immediately had me send it back and fixed it quickly. Hopefully Asus will do the same.
CheyenneDonna said:
I sent my Transformer RMA for repairs, I received it back after 23 days!, with a 3 inch scratch on the plastic back. There is a gouge in the metal bezel, that I can see and feel, extending from there is a long scratch. This is the most frustrating "toy" I've ever purchased. Dust under the screen, an unsealed screen (gap between the glass and rubber strip), a charger that would not charge the unit (not to mention the cable is so short) and now they damage it.
I was told to take pictures of the damage and send them to ASUS customer care. I don't want to send it for repair again, especially not at my expense. On the other hand, if they agree to replace it, what are the odds of actually getting one that works, and was built, correctly.
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Where did you get your TF from? Amazon? If, so call them up and asked them if they could help you out with an exchange? Did you use Amex for this purchase? If so see what they said. I would go back to ASSus if the first two dont work out.
I had a Canon DSLR whose sensor was scratched while in repair. When I got it back I called them up and explained the problem. Canon immediately had me send it back and fixed it quickly. Hopefully Asus will do the same.
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You hope too much. That's Canon. This is Asus.
Crap happens. The techs are only human.
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No, unacceptable. Spilling a drink is "only human", they should be smart enough to know whether they can fix a ****ing $400.00 device without unnecessarily gouging it on the back.
If they can't do it without ****ing it up they could always issue a replacement like they should be doing. They decided it would be "better" to use a putty knife, tear this thing apart and hopefully put it back together. That's no accident, that's stupidity.
The truth is we purchase a brand new item and it goes back within weeks of purchase for a refurbished POS. We're actually paying a premium to pay for this refurbished POS when you factor in the return shipping they charge you. $400.00 is no longer such a good deal.
dazz87 said:
Where did you get your TF from? Amazon? If, so call them up and asked them if they could help you out with an exchange? Did you use Amex for this purchase? If so see what they said. I would go back to ASSus if the first two dont work out.
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Unfortunately I got it from Newegg, but I always use American Express. If I can't get Asus to replace it then I will call the credit card company. I do understand things happen, however, when you pay for a new device and get a damaged deviceback from the repair facility there is a problem.
Only bother if the credit card company is willing to issue you a refund of their own. Some credit cards come with policies like this that will even pay for broken televisions.
Don't however, do a chargeback to Newegg. They'll ban you and anyone with your address from shopping with them for life (or until you pay how much was taken due to the chargeback).
I'm sure if you own a house that a "Newegg address ban" will hurt your real estate investment price because well, nobody wants to live in a house that can't receive packages from the egg.
American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 day protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.
CheyenneDonna said:
American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.
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Yea, amex extended warranty kicks arse. I once got 1600 back for a laptop I had owned for over 3 years. they add an extra year onto whatever warranty you buy, i bought the 3 year from dell. I got all of my money back including what i spent on the extended warranty in the first place.
CheyenneDonna said:
American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 day protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.
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they also have this protection which you get a max amount of $300.00 if you are not happy with your purchase. I wondering do you have to send you tf to amex in order to get the credit? Also is amex going after the merchant for you 300.00 or its came from amex? I don't think its worth it if either amazon or neweggs ban ya ass for life....
Really?? A business bans someone for taking advantage of their legal rights? I've never bought anything from a place that requires the surrendering of my consumer rights and if Newegg does this I truly doubt I ever shall even consider them! Not to mention if this is the case, share that nugget of information with everyone I know.
skeeterpro said:
Really?? A business bans someone for taking advantage of their legal rights? I've never bought anything from a place that requires the surrendering of my consumer rights and if Newegg does this I truly doubt I ever shall even consider them! Not to mention if this is the case, share that nugget of information with everyone I know.
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It is your legal right to take back the money paid to them through your credit card company. It is THEIR legal right to ban you for practically stealing from them.
It goes both ways.
CheyenneDonna said:
American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 day protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.
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In the market for a new credit card - is this true of any American Express card? Our just one of their particular cards?
I don't condone perpetuating fraud for returning frivolously perfectly good items, really. But to retaliate on an unwitting consumer who got a DOA item (condition unbeknownst to the business, of course) who only wishes to enjoy a working purchase it is, at the least, reprehensible IMO. At the very least, highly discouraging to potential repeat business.
Pisugtooq said:
In the market for a new credit card - is this true of any American Express card? Our just one of their particular cards?
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Any card would do. I got the blue verison which I believe is the lowest card and they offer me the same ext warranty.
Hmmmm.
I sent my TF 32gb to the repair center in California after having it for two days because the left speaker was barely working. About three weeks later I got it back. Everything works great. Plus, no damage. The replies on here got me wondering if I got 'my' unit back. There was a new warranty card in with tablet along with the other papers. So I compared warranty cards. I didn't get mine back. I hope what I did get back was a new one. Guess I will never really know.
bluecnc said:
I sent my TF 32gb to the repair center in California after having it for two days because the left speaker was barely working. About three weeks later I got it back. Everything works great. Plus, no damage. The replies on here got me wondering if I got 'my' unit back. There was a new warranty card in with tablet along with the other papers. So I compared warranty cards. I didn't get mine back. I hope what I did get back was a new one. Guess I will never really know.
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Damn, wish mine went to California instead of Texas. You could check your S/N # on the new tablet against the rma # on their site. How did you end up sending it to the repair center in Cali?
I called the Asus phone number on the warranty card and got an RMA number with the Fremont, CA address. That's it. I think it may be one of their corporate centers.
I don't think it really matters where you call. They route you based on which facility is closer to you or maybe which one leads to an optimal schedule based on load balancing. They're not going to send 800 repairs to Cali and leave the Texas facility empty, nor are they going to ask someone in NY to send to Cali at $25.00 shipping when Texas is closer.
I have a question for you bluecnc. You said you got a new warranty card. What did you send in? Did you send in everything including the box, warranty cards and pamphlets? What exactly did you get back in return?
Hello. I have two problems with my keyboard dock:
1. I let the battery drop to 0% once, and the battery in the dock no longer charges. The indicator light just blinks orange for the time it is plugged in.
2. The MobileDock Powersaver Mode thing that the Asus Rep posted about here on the forum does not work, meaning my dock is of an older firmware.
I purchased my Transformer and my Dock specifically for use during college. I need my dock back before I leave for college on August 30th.
My questions:
1. Should I RMA this? Or should I try to get Walmart, where I purchased it from, to take it back?
2. How should I RMA it? Should I mention the problem about the battery, or should I talk about how the powersaver mode does not work?
3. I am very concerned with the people at the RMA department of Asus not understanding me because they are foreign. These problems are hard to describe, and I hate dealing with people who don't understand me because it makes me feel incompetent.
Any help would be most appreciated.
Edit: I can't even find where to choose the Keyboard Dock on the USA Asus RMA page...
If you can take it back for a refund I would do that. A lot of places have docks in stock.
I agree that the store would be the quicker option. I have exactly the same problem on my dock and am sending it back to asus (rma) as I bought it directly from them.
On the rma page I just chose the eepad option and put the dock serial number and description of the fault. Got the rma number within a couple of hours.
(I used the European rma page which may be slightly different)
I contacted support about the battery drain issue and was told to RMA it.
BUT... the terms and conditions say that you need to return the device in its packaging with all parts and accessories that are mentioned on the packaging's contents list.
I am very happy with the tablet part, it has minimal light bleed and both speakers work well, there is no damage at all to the tablet. I am afraid to return the tablet part to them as I don't want to risk losing my data or ending up with a different tablet or perhaps mine back but scratched or damaged in some way.
Can I just RMA the dock? on its own?
My dock is getting picked up today for RMA, B50 version
Sent from my Transformer TF101 using XDA Premium App
CarsnGadgets said:
I contacted support about the battery drain issue and was told to RMA it.
BUT... the terms and conditions say that you need to return the device in its packaging with all parts and accessories that are mentioned on the packaging's contents list.
I am very happy with the tablet part, it has minimal light bleed and both speakers work well, there is no damage at all to the tablet. I am afraid to return the tablet part to them as I don't want to risk losing my data or ending up with a different tablet or perhaps mine back but scratched or damaged in some way.
Can I just RMA the dock? on its own?
Click to expand...
Click to collapse
This is the rma info asus sent me once I had submitted the form (below) - If you bought them as a bundle but they have (I assume) separate serial numbers then you should be fine. I needed to send both back, and had to do 2 separate rma's because the SN field fails if you put both in.
Also note the bit about packaging - seems to contradict the ts&cs and even says that they will send it back in different packaging again.
_______________________________________________________________
How to send in your unit for repair?
A) How to Prepare Your Package?
We suggest you to pack the item carefully in a secure box with additional packing material. ASUS will not be held responsible or liable for damages resulting from improper packaging. Please note that the unit will be shipped back in different packing material.
We highly suggest you DO NOT send in the accessories with the unit. Accessories could be treated as filling material and thrown away, and ASUS will not be held liable for the loss of accessories during shipping and repairing.
Please offer the box open, and close it when our forwarder is there to pick it up.
Clearly indicate your RMA# (CZB6170623), name and address on the outside of the box.
B) Arranging your pick up date for repair!
DHL automatically come and collect the unit within two working days. If collection does not take place please contact the Asus contact center (details within your warranty card).
C) Important information concerning service
If your unit is outside the warranty period or damaged due to improper usage, a certain handling fee will be charged as soon as we receive the unit. Even if you decide to have the unit back without any repairing activity, this charge will be billed due to our transport cost and internal handling cost already occurred. Handling cost for UK and Ireland will be around xxxxx. Additional repairing and material costs may occur if you'd like to have the out of warranty or customer induced item repaired by ASUS. Asus reserves the right to modify the repairing costs for out of warranty or customer induced machines without prior notification.
ASUS is not liable for any software issues or any data loss on your hard disk during repairing or shipping. We suggest you back-up the important data and software before sending in your unit.
After repairing, when you receive the unit back from any forwarder, please open the package to check before you sign the forwarder's delivery note. Please put "damaged" on the forwarder's delivery note if any visual damage is present. If you have any delivery problem such as scratches which were not there when you sent it, or quantity different from the packing list, please call ASUS Hotline within 48 hours. After 48 hours from the moment of the delivery, ASUS will not accept any claims about the delivery damage.
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
Click to expand...
Click to collapse
3 weeks??!!! That is just terrible! I am NOT willing to wait 3 weeks to get my dock back! They should be sending replacements instead if they can't repair or don't have the required parts. What about the fact that out of that one year warranty you are not even using your unit because they are keeping it for so long?
They have admitted there is a problem with the docks. They are not paying shipping (for US customers), which they should be. They also should be replacing the affected units, NOT repairing them, especially since they don't even have parts!
meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
Click to expand...
Click to collapse
Just to point out, there is a whole world outside the USA, and that things might be different, and different retail rules will apply.
But I do agree, Asus shouldn't be accepting RMAs if they can't turn them around promptly. I would rather keep my dock until they are ready to deal with it, rather it it sat on racking gathering dust.
CrazyPeter said:
Just to point out, there is a whole world outside the USA, and that things might be different, and different retail rules will apply.
But I do agree, Asus shouldn't be accepting RMAs if they can't turn them around promptly. I would rather keep my dock until they are ready to deal with it, rather it it sat on racking gathering dust.
Click to expand...
Click to collapse
I agree with this. In the meanwhile, I am keeping my dock. When Asus has parts to do a quick turn around, or announces a swap program, I will get it replaced. This is not a major issue for me since I usually leave my dock on a desk with it's power plugged in like a typical docking station.
My RMA is going perfectly. I walked into the Asus service center, and I showed them the problem about the MobileDock Battery Saving, and told them about the dock drain problem. The tech went to his office for a min, came back and told me he needed to upgrade the hardware. He said he would order the hardware, and when I comes in he will call me so I can bring in my transformer's dock. He expects the hardware to be in the first of next week, and repair time to be a day or two. I didn't fill out any paperwork or anything. They didn't even look at the serial number. They recognized me from the last time I came in.
Also he told me fixing the MobileDock battery saving mode will fix the dock battery drain problem.
If you can physically go to an Asus service/repair center, it is so much better than doing RMAs via phone/shipping.
Where was this service center? Im seeing an "authorized" center in Atlanta but not sure if that is the same thing.
Mine doesnt do the power saving mode on my B50 or my girlfriend's B60.
meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
Click to expand...
Click to collapse
What you need to do is ask for a supervisor. My TF was in for repair and it was waiting for parts for two weeks. I called and spoke to two supervisors and then the next day I got an email saying my TF was finally fix and ready to ship. Their RMA center in Texas is a Joke!
I sent my B5 dock to ASUS and after 3 weeks I got it back. MobileDock test still fails, but I only lose 1% of battery charge every hour with wifi turned off. Used to be 5% with wifi on and 3% without.
Yeah, did that last night. Lo and behold, this morning I see movement on my status ('Repairing'). The Texas facility is indeed in disaray, it would appear.
Sent from my Transformer TF101 using XDA Premium App
Mines been at the texas service center for over a month. Been bugging asus people about it the last couple of weeks. I bought the dock for the long distance flights I'm about to go on. I would definitely suggest trying to return it at wally world.
After having a terrible time trying to even get someone to answer the phone at Asus support (the phone would ring and, after a while, it would click) I called Amazon where I purchased it, explained how terrible the service was at Asus and they agreed to take the dock back even though it was a bit past their 30 day return policy. This was a real eye opener - regardless how great this unit may or may not be Asus USA is certainly doing a crappy job of customer service, especially since the problem is a manufacturing defect. Now that there are a lot of choices in the Android tablet world I am seriously thinking of just ebaying the tablet and case and going with another brand. If you purchased it any place but Asus I would strongly suggest that you take it back there if you need it in the near future. Once Asus has it you're pretty much at their mercy.
ryan stewart said:
Where was this service center? Im seeing an "authorized" center in Atlanta but not sure if that is the same thing.
Mine doesnt do the power saving mode on my B50 or my girlfriend's B60.
Click to expand...
Click to collapse
The place I went to was a Asus service center.
Where I live there is this mall called "Sai Ge." The first 4 floors are stores, and there are at least a dozen Asus stores, not resellers, but actual Asus stores, all with the exact same products (I know it sounds strange, but this is actually quite normal for a company in China). On the 13th floor is a the sales management office. When I bought the transformer, I went there to haggle down the price on the transformer. On the 12th floor, is the service/repair center with Asus techs who do all the testing on site. There is also a couple of Asus distribution centers, and probably a Asus Headquarters in that building. Also, about 5 bus stops down the street there is another building with a Asus repair center, and a customer service center, and probably a manager's headquarters as well, all on the 18th floor.
In "Sai Ge," all of the major computer and computer parts companies have a dozen stores, service centers, repair centers, distribution centers and headquarters. Their are at least 20 name brands represented there. Everything from Asus to Lenovo to toshiba. Apple has resellers (no actual apple stores) and a genuine Apple repair center as well.
meatlocker said:
Yeah, did that last night. Lo and behold, this morning I see movement on my status ('Repairing'). The Texas facility is indeed in disaray, it would appear.
Sent from my Transformer TF101 using XDA Premium App
Click to expand...
Click to collapse
Which number did you call to get to Texas repair center?
My status has just changed to:
Waiting-[WF3] Wait for Customer Confirmation-Wait for Spare Parts
Sigh.......
ASUS, why Accept RMA if you can't process them?
So, after a week of using my Nexus 7 the ghosting/image retention isn't getting any better and I've decided that I can't live with it.
My screen is also coming unglued on the left hand side like a lot of people's. I could probably live with this, but it's made me more determined to return it due to te ghosting. Has also made me think it makes sense to wait until it's been properly addressed by Asus/Google.
I'm therefore going to return it to Ebuyer and request a refund. Definitely want to buy another Nexus 7 eventually though as I love the device otherwise.
Has anyone already returned theirs to Ebuyer and, if so, how was the process? Did they argue with you?
00se7en said:
So, after a week of using my Nexus 7 the ghosting/image retention isn't getting any better and I've decided that I can't live with it.
My screen is also coming unglued on the left hand side like a lot of people's. I could probably live with this, but it's made me more determined to return it due to te ghosting. Has also made me think it makes sense to wait until it's been properly addressed by Asus/Google.
I'm therefore going to return it to Ebuyer and request a refund. Definitely want to buy another Nexus 7 eventually though as I love the device otherwise.
Has anyone already returned theirs to Ebuyer and, if so, how was the process? Did they argue with you?
Click to expand...
Click to collapse
Hi mate. Yeah I returned mine to ebuyer. I wrote about the same things in my rma. I haven't received my replacement yet but as of now they haven't argued and accepted it quite easily . Just waiting for some return details from them.
Sent from my GT-I9100 using xda premium
Ebuyer return
Trying to return mine at the moment (Light bleeding on left hand side) and it has been fun so far....
1 - Attempted to return as DOA, but the online form said this had expired even though I was well within the time frame
2 - Filled in the normal return form, and entered that I want a refund
3 - Got a response saying that I need to call a number to get approval to return
4 - Called the number, and spoke to someone who said. 'ok no problem, will get that arranged for you - will email the details to you'
5 - The email instructed me to call Asus and discuss the problem with them to get an approval number.
6 - I replied that my contract is with Ebuyer, not Asus, so am not required to call them - Now awaiting their response
I am a long term customer with Ebuyer, and have been very happy with them so far. This is my first return though, and am not liking how this is progressing. When I purchase something from an online store, I expect to be able to return via online methods, not needing to call someone. They are also out of order trying to get me to call Asus - that is not how the sale of goods act works
Will update when I get more info!
bazman70 said:
This is my first return though, and am not liking how this is progressing. When I purchase something from an online store, I expect to be able to return via online methods, not needing to call someone. They are also out of order trying to get me to call Asus - that is not how the sale of goods act works
Will update when I get more info!
Click to expand...
Click to collapse
I stopped using Ebuyer for exactly that reason some years ago, never a complaint with their prices or speed of delivery but when it comes to returns they will almost always try to shift the responsibility onto the manufacturer and give you the run around unless you put your foot down.
Just submitted my RMA for ghosting and screen separation. I put it down as "fault under warranty", description as "other" from the drop-down boxes and requested a full refund. I received an email saying to ring their local-rate support line. Was on hold for no longer than 5-10 minutes. As soon as I explained the ghosting issue to the rep he authorised it immediately and I now have an email link to arrange a free collection.
I am impressed with the service so far, though I guess the proof will be when the refund hits my bank account. I still have nightmares about the words "Our engineer's tested it and can't replicate the fault" from the dark days of my local IT box-shifter 12-15yrs ago...
Will wait for reports that new devices are fault free before re-ordering.
I buy loads from Ebuyer from work, have returned several things and had no problems.
Ok, they ask questions - who wouldn't? a lot of faults are not faults, they are user problems. So apart from that, which I consider appropriate, I've been perfectly happy with them for years.
Jeff
So, Ebuyer collected my Nexus 7 free of charge last Friday. I included a printout in the box with some good photos of both ghosting and screen lift so that it was obvious why I was returning it.
I received a message today stating "Following extensive tests by our Returns staff, this item was found to be faulty. Therefore a refund will be issued once the RMA has been closed."
Ebuyer certainly get the thumbs up from me this time :good:
I'll no doubt take a ribbing for this, but I've replaced the Nexus 7 with a Blackberry Playbook. Not for everyone I know, but I use a Blackberry Curve extensively at work and it bridges to the Playbook allowing me to access my calendar, inbox and browser on the larger screen. Will be even better on business trips as I have unlimited international roaming. As a result I've found it far more useful throughout the day than the Nexus 7, even though the screen resolution isn't as good, a few apps are missing, and it's a little heavier. £149 for 32gig is also a bargain.
For the avoidance of doubt though, unless you use a Blackberry as your primary phone the Nexus 7 is the better buy and if I ever buy a 10 inch tablet for use around the house 'll seriously consider a Jelly Bean device.
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
RMA Support
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
Click to expand...
Click to collapse
Dear Valued Customer,
I apologize for your dissatisfaction with the warranty of the Nexus 7 and your recent customer service experience. We do value our customers and take negative customer service experiences very seriously. I would be more than happy to assist you from this point forward, please email me at [email protected] and write down service# N140731748 in the subject line. Please also include your RMA number as well as any other previous case numbers.
Thank you for choosing an ASUS product.
Regards,
Scott
ASUS Customer Loyalty
Yikes, weeks!?!?! I have a N7 2013 which I just RMA'ed, and they have it marked received on their tracker Tuesday, July 22 (it was delivered by USPS Monday morning, Jul 21).I bought the device remanufactured with a 90 day warranty and only had the device for less than 24 hours before it randomly reboot in the middle of a game, and put me at the Google screen, and will go no further. I could get into the Bootloader, but selecting recovery takes you back to the Google screen. System image would not restore it either......that said, I called Asus and they told me that it should take 5-7 days on the phone.
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
ariesgodofwar said:
Yikes, weeks!?!?!
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
Click to expand...
Click to collapse
That's exactly where I'm stuck at!
[email protected] - thank you for actually reading my post! I am not completely disappointed at this time. I understand the challenges of a large corporation call center so I'm going to try a little more patience and have some faith in the system. If all works out well, then hopefully my post here just shows the RMA system to be a little quirky, but still turn around great service results. Maybe then my post could be used for possible improvements by ASUS to relieve some of the quirky issues?
So, I received an email yesterday (7:00 am) saying that my invoice payment was due. This troubled me because my invoice was tagged as "disputed" which I figured should stop the invoice process until the the dispute is settled.
I contacted support in the chat window again and it was the service rep was so much better to talk with. Friendly and quick to respond. They even let me know when there was going to be a delay in chat as they had to look up my invoice.
Unfortunately, the rep was as clueless as I am for why the RMA was stopped for "out-of-warranty" work. At first, they thought there might be some sort of screen damage (as I mentioned before, the paragraph had 'screen damage' in parenthesis), but since the itemized quote didn't include anything about screen repair, they really didn't know what was going on.
The said I should be receiving another email in the next few days and confirmed that the invoice billing and un-repaired return shipment would be delayed since I filed the dispute.
Later (3:00 pm) I received another invoice quote email for the $100. When I click on the link to view the invoice PDF (stored on ASUS's website) it goes to an error page stating that the invoice is no longer available.
Uhhh... ok?
I went back to my previous invoice emails and tried those links - the invoice is now gone.
With a little excitement in my veins, I thinking that maybe my dispute was closed and repairs would commence.
I headed over to the RMA status and, unfortunately, the status is still showing "Product Received > (Waiting) > Repairing > Final Testing..."
No new emails regarding the invoice nor the status have been received.
I figure I will wait another day and see if anything changes.
Nothing changed over the last few days so I got on with another chat window. This went very quick and it looks like ASUS is handling it!
"Thank you for the response. It appears that the notes from the Tech were misinterpreted by the agent. This repair will be covered under the warranty. You can disregard this quote and I will have them resume repair right away. Please be advised that repair takes approximately 3-5 business days (excludes backorders & transit time). Once the repair is complete and the unit is processed to ship our automated system will email you the tracking info."
When I check my RMA, it still says "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
The rep said his screen showed that is has reached "repairing". Maybe something isn't syncing properly with what they see to what I can see.
Okay, so I got my RMA back from Asus, and while it sucked to be without my new Nexus 7 2nd Gen for almost 2 weeks, I cannot fault Asus. I called the Service line, Operator was friendly, courteous, and fluent in English. She opened the RMA. I mailed it in, they received on 7/22, and while it did take a while for the tracking site to update initially,, ultimately, they fixed my device, and mailed back to me on 07/25, and I received about 4 days later. The packing slip said it was a LED Indicator Failure, and they replaced some circuit board I believe (the slip had the part number they replaced). It was all under the 90 day refurb warranty, so it was zero out of my pocket. All in all, much less painless than I thought. The only cost to me was the $6 bucks to mail USPS to them. :good::good:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
JamesShall said:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
Click to expand...
Click to collapse
James, I found out that top line never changes, it is the bottom one which says "Product Repair is in Progress" which is where the update actually is. I think that top line is just a "Guide" to let you know the steps of the process. When mine went to "Repair is in Progress" it showed completed and shipped the next day. Good luck with that, hopefully they get it back to you soon.
Finally got the tablet back yesterday! It was shipped with just 40% battery charge so it made it easy to verify if the charger issue had been fixed. I'm not sure if I'm worried or not. The first thing I did was plug it in to the wall and check to see if it would charge. Right when I plugged it in, the wall adaptor made a little pop sound, but I wasn't concerned. I came back 10 min later and the adapter was HOT so I unplugged, let it cool, and tried again. It seems to be working fine now so I don't know what was up with that. Neexus 7 is all cherged up and all is well =)
ASUS should probably do some improvements to their RMA site. For some reason, the bottom set of comments now shows two lines of information for the repair items being complete complete. The information shows the serial number and dates from which they received the unit and completed repair. It also shows the UPS tracking number from when I sent the tablet to them. It would seem to make a LOT more sense if the second line included the FedEx tracking number associated to their shipment to me, but it doesn't.
The RMA page hasn't been very useful through the whole experience so I'm really not surprised.
Exact same issue with the tablet and exact same reply from ASUS
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
JamesShall said:
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
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Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
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Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Nexus 7 - charging issue
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
[email protected] said:
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
Click to expand...
Click to collapse
Final Update on Nexus 7 - Paid $100 for a tablet in Warranty....
So, finally I gave-up and paid the $100 for tablet that is under warranty.
My Crime: I damaged the charging port as per ASUS (What the heck?). I just charged the tablet multiple times and that's it. They are claiming physical damage by showing me some picture.
My humble request to users of NEXUS 7. Please charge your tablets carefully, better don't charge at all. Then it will not be physical damage. Or much better, stay away from ASUS products.
Regards
Ravi
They sent some vague photograph (I couldn't really make out anything from it though).
Ayyagari said:
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
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Click to collapse
Same thing happened to me!
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
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I experienced the exact same thing as you, except my Nexus wouldn't charge AT ALL. I got back the same garbage of a response just today, also weeks after it was sent in. To top it all off, the rep who setup our RMA told us that we would cover the cost to ship it to ASUS and they would cover the cost to ship it back, but as you've noticed, they want ME to pay the return shipping too.
So let me understand this:
The part in question is internal (not a broken screen, button, etc.)
The part is one that ASUS decided to put into the Nexus
The part broke, though no negligence of my own, just decided not to work one day.
How is the customer responsible for that?
I guess if tomorrow ASUS just decided it wasn't going to cover faulty batteries, broken MOBOARDS, etc. we'd all have to pony up for that fault too....
I also filed a dispute, as I have ZERO intention of paying HALF the original cost of the Nexus to fix a problem that, by all rights, SHOULD be covered under warranty (for whatever their warranty is worth, I guess). If ASUS decides they don't have any desire to stand by their product, then I'll be quite happy to spend my money on a competing product next time.
What was the final outcome, if you don't mind me asking?
Disappointed Asus Warranty Service
I bought an Asus X-205TA machine last year, after about 10 month usage. The machine began to have some part of screen dark without display. The screen glass is perfect and since it is so light. it is so easy to carry around. I loved the machine, take good care of it.... no way of drop etc
The screen had more problem for another 3 to 4 weeks and then it can not display, Called Asus, after some phone conversation, they decided to issue RMA and ask me to ship the machine back. Over the phone, they told me that I should pack the machine and ship the machine by myself( this is contrast to many other vendor RMA and warranty). And I asked do I need to pay the shipping back.... Clearly the person answered me stated three times over our conversation that Asus will pay the shipping back.. I am not responsible for the shipping back. and if there is anything that I need to pay that is not covered, they will call me to discuss.
After they received 4 days, I got an email for invoice to ask me to pay for $320 for LCD and $10 for shipping back(And a brand new Asus X-205TA is less than $200 now, it will be insane to pay $320 ) . Nobody called me
Online and this forum, there are tons of Asus tablet LCD experience issue under normal usage. Asus admitted the issue and repaired for them. for me, if the LCD is not working now under 10 month normal usage... and the machine is 11 inch using same LCD as the tablet. same problem. I do not know why they simply decline? If they decline, they should just decline to issue RMA.
1. If the machine is under normal usage and screen is perfect, no any physical damage trace. How can a LCD issue be claimed as physical damage and be declined from warranty service?
2. There are tons of Asus tablet LCD problem under normal usage online and Asus admited the LCD problem and replaced the LCD under warranty. The X-205TA is 11.6 tablet type machine. using the same LCD as the tablet. How can this be different?
3. When customer service issued the RMA, made it clear that I pay the shipping to ship back the machine and Asus pay to ship it back. How can they now charge me to ship it back? --- Do they honor their own promise?
I was considering to purchase an Asus 15.6 machine in the holiday season, now I think I need to reconsider some other brand.. I am very disappointed with this warranty service....
[email protected]I Did A RMA And My Warranty Is Till Out So DO Try Anything From Me And Fedex Delivered My Package Too Yall And Noting Updated
You contac to asus survice center
Thanks for your inquiry! Service center has received your request and is waiting for your product to arrive.
Chanchal 07 said:
very nice
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Did i @ You NA I Did Not