Database Users

Asus response to returns and fix defects, good or bad?

Hi,
For those who went over the RMA date on their Transformer, but had something crop up, how has Asus been about replacing/fixing it?
Did they just send you a new one if it's something small like the charger?
If you had to send in the tablet itself, are they pretty quick about returning it to you?
Long waits / run-arounds from customer service?
Are they admitting to your issue?
Any feedback would be nice.

Customer service is snappy. I said I had a problem, told the CS rep the problem, and then got an e-mail minutes later with RMA details.
Asus will usually just replace the tablet because it's considerably quicker, rather than "repairing" it. If you provide a good description of your problems with the device when returning it, you may get it repaired.
Screen problems are usually just replacements, rather than replacing the screen and sending back the tablet.
Dock issues are almost always replacements.
They admit to issues when you explain them well. Light bleed is a known problem with edge lit backlights and it is often unacceptable; they admit that. They admit the IPS displays occasionally ship with stuck or dead pixels. They also admit that certain batches were manufactured poorly and shipped with dust under the glass.
They're very honest that "Yes, your unit is defective. Our fault. We'll fix it."
Just expect to pay shipping to Texas. Otherwise, their RMA process is pretty good.

dorino1 said:
Customer service is snappy. I said I had a problem, told the CS rep the problem, and then got an e-mail minutes later with RMA details.
Asus will usually just replace the tablet because it's considerably quicker, rather than "repairing" it. If you provide a good description of your problems with the device when returning it, you may get it repaired.
Screen problems are usually just replacements, rather than replacing the screen and sending back the tablet.
Dock issues are almost always replacements.
They admit to issues when you explain them well. Light bleed is a known problem with edge lit backlights and it is often unacceptable; they admit that. They admit the IPS displays occasionally ship with stuck or dead pixels. They also admit that certain batches were manufactured poorly and shipped with dust under the glass.
They're very honest that "Yes, your unit is defective. Our fault. We'll fix it."
Just expect to pay shipping to Texas. Otherwise, their RMA process is pretty good.
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Asus customer service is a joke........ My status still shows "waiting for parts" on my dead screen which Asus has in their hands since June 13th....

dazz87 said:
Asus customer service is a joke........ My status still shows "waiting for parts" on my dead screen which Asus has in their hands since June 13th....
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I didn't comment on how long it took to get the whole processed finished. It's comparable to other tech companies I've worked with

dorino1 said:
I didn't comment on how long it took to get the whole processed finished. It's comparable to other tech companies I've worked with
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Which would be what?
Sent from my PG06100 using Tapatalk

dazz87 said:
Asus customer service is a joke........ My status still shows "waiting for parts" on my dead screen which Asus has in their hands since June 13th....
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Same here, had to RMA it for the second time after they forgot to repair the tablet the first time and sended it back Why is Asus outsourcing this in Europ???

flight777 said:
Same here, had to RMA it for the second time after they forgot to repair the tablet the first time and sended it back Why is Asus outsourcing this in Europ???
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Did they pay for shipping the second time around?
Sent from my PG06100 using Tapatalk

Screen problems are usually just replacements, rather than replacing the screen and sending back the tablet.
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Welp, looks like I'm in trouble then. I included a fairly lengthy list of issues. One of which was the light bleed and a stuck pixel and it looks like they're going to repair it, not replace it (contrary to what you're saying).
Unless I'm wrong. The status says "Repairing", is this normal if they're replacing it?

flight777 said:
Same here, had to RMA it for the second time after they forgot to repair the tablet the first time and sended it back Why is Asus outsourcing this in Europ???
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Wtf! how the hell could they forget to fix it when you send it in to their repair Center!!! Wow and I was thinking in purchasing a laptop from Asus in the future (UA21 which comes out in Sept) now I'm going to take my business somewhere else.

Every manufacturer has it's problems. The fact they are admitting there are problems and are working to fix them is great. Would you rather they give you a run around and not fix it? Hell LCD computer displays are usually not replaced/repaired unless there are more than eight dead/stuck pixels.

dazz87 said:
Wtf! how the hell could they forget to fix it when you send it in to their repair Center!!! Wow and I was thinking in purchasing a laptop from Asus in the future (UA21 which comes out in Sept) now I'm going to take my business somewhere else.
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others are no better...
to be honest, Asus is one of the best in the industry

So the known issues so far have been display, dock & ac adapter?
Display - light bleed, dead pixels, dust
AC Adapter - not charging?
Dock - What's wrong with these?
Anything else?

Screen/bezel creaking also....
mine is now in REPAIRING mode...whatever that means...i'd be shocked if they actually do any sort of repair in grapevine texas....i'm hoping they just pull a new one off the rack and send it to me...

Good luck with anyone that sending there tablet for a screen issue. I still waiting for a magical part.......looks like it could take up to 15 business day. Lol Asus had my tablet longer the I had it. Joke

flight777 said:
Same here, had to RMA it for the second time after they forgot to repair the tablet the first time and sended it back Why is Asus outsourcing this in Europ???
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So I'm not the only one! Just got it back and seems as if nothing is repaired! WHAT THE HELL is going on there in Czech rep. Speaker and accelerometer should have been fixed, but I got my TF returned in the same box as it left my house. I doubt if it even left the box !?

magicpork said:
others are no better...
to be honest, Asus is one of the best in the industry
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one of the best in what??? we have members who sent in their TF for repair and Asus send it back without fixing it!! If there are companies worst then this please name them.

krighton said:
Screen/bezel creaking also....
mine is now in REPAIRING mode...whatever that means...i'd be shocked if they actually do any sort of repair in grapevine texas....i'm hoping they just pull a new one off the rack and send it to me...
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I`m in the same path, light leak(photo, blurred, I dont know how to shoot at night ) and creaking left back cover.
They told me to send it to asus in Italy(bought there) to repair it!(not replace I suppose...)
I`m thinking if I`ll sent it, I`ll be without it for a month...and I need it for my trip to EU next month...

dazz87 said:
Good luck with anyone that sending there tablet for a screen issue. I still waiting for a magical part.......looks like it could take up to 15 business day. Lol Asus had my tablet longer the I had it. Joke
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where did you send yours......hopefully not texas

krighton said:
where did you send yours......hopefully not texas
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Texas...Why?

cause that's where i sent mine.....sigh....................hope they're not really trying to fix problems there, and ordering parts from taiwan.....they could have it for months.

Beware: Best Buy BF Eee Pads

I started having problems with the power button, so i went today to get it replaced and to my surprise the SKU had change and they told me they couldn't replace the unit because the one they have was different. I asked the lady to call the store manager and she confirmed that I had to pay the difference because the one the sold on black Friday was build with cheaper components "can I get a lol?" I had to get a general manager involved and even after that I had to call the store I originally bought the transform from and get that General manager involved too.... well tomorrow I'm getting a new one. will see. Hopefully no one else has to go trough this.

LOL at the "build with cheaper components". IIRC there was another member who had to RMA two BB TF due to power button also.

What's the sku?

swissross said:
What's the sku?
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the new one is Model: TF101-A1| SKU: 2475916

I'm glad BB's UK failure and market exit has come as quickly as they came. Crook banditos.
Sent from my Nexus S using xda premium

The Best Buy "X1" was just the A1 with a different SKU to prevent price matching.
They frequently pull the same shady maneuver.

I've been playing around with dead units I've managed to obtain. It appears that there are some units with the bezel power button being prone to go out of alignment with the inside electronic power button. Press it a certain way and it goes out of alignment, causing it to not pop back out and you end up with a stuck power button.
To fix, you have to take out the bezel and realign it. Kinda a pain, really.

I hate best buy, i came believe they get away with crap like this and sku changes to avoid price matching.
Sent from my SAMSUNG-SGH-I777 using xda premium

Another possible explanation for the X1. Factory refurbs, Search the early forums and you will see there were lots of TF's returned for various reasons, dup orders, light bleed, battery draining ( eventually fixed) or just played with and did not like. I am sure these were not scrapped, but rather retested and sold at a discount .

Rumbleweed said:
Another possible explanation for the X1. Factory refurbs, Search the early forums and you will see there were lots of TF's returned for various reasons, dup orders, light bleed, battery draining ( eventually fixed) or just played with and did not like. I am sure these were not scrapped, but rather retested and sold at a discount .
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Would be quite illegal for refurbs to be sold at retail as new.
Sent from my ADR6400L

Rumbleweed said:
Another possible explanation for the X1. Factory refurbs, Search the early forums and you will see there were lots of TF's returned for various reasons, dup orders, light bleed, battery draining ( eventually fixed) or just played with and did not like. I am sure these were not scrapped, but rather retested and sold at a discount .
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Agreed. I just bought a TF as a present for someone. Brand new from buy.com. Or supposed brand new from buy.com. There was a seal on top of a broken seal. It was a returned unit.
Anyway, I turned it on, played around with it. OMG, after dealing with over a dozen ips display devices, this one has the least light bleeding I've ever seen! Bluetooth, wifi, gps, everything works! The system works great. What's more, I managed to overclock it to 1.6 during my test runs. And the device feels 100% solid. No creaks or anything. I even applied several torque tests and nothing budged.
Whoever the dumbass that returned this almost perfect unit. Haha.

I just came back from the store and there was a different manager and he said he was not going to exchange my tablet... He said it was because the one they sold on BF had an older version of Android. I know its just retarded.
Tomorrow Il will filing a complaint with the better business bureau.

Vertig0 said:
I just came back from the store and there was a different manager and he said he was not going to exchange my tablet... He said it was because the one they sold on BF had an older version of Android. I know its just retarded.
Tomorrow Il will filing a complaint with the better business bureau.
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You do realize that the BBB is a private organization, and that best buy couldn't care less what the BBB thinks, right? It's just another method of control of the masses.
Gotta admit the move made by best buy is pretty slick, though. Change the model number so people can't exchange it.

Is it already past the Holiday return period? But if it is past...then you could look into the thread that goes into how to correct the problem that you have with your power button. Assuming that it's the same problem you have.

goodintentions said:
You do realize that the BBB is a private organization, and that best buy couldn't care less what the BBB thinks, right? It's just another method of control of the masses.
Gotta admit the move made by best buy is pretty slick, though. Change the model number so people can't exchange it.
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I know it's a private company, but it's not the first time I have use them. Trust me they don't want a record of unresolved issues.

SiNJiN76 said:
Is it already past the Holiday return period? But if it is past...then you could look into the thread that goes into how to correct the problem that you have with your power button. Assuming that it's the same problem you have.
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Yes, still under the return period, that's why I want to get it replaced. Once I have access to a computer I will check that post thx!

Vertig0 said:
I just came back from the store and there was a different manager and he said he was not going to exchange my tablet... He said it was because the one they sold on BF had an older version of Android. I know its just retarded.
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This is right up The Consumerist's alley. Get a little internet attention. They love Best Buy stories.

Same thing happened to me with my NetBook in August

I work for Best Buy... sadly they do change SKUs quite frequently. The added letters/numbers on the end of models typically involves some kind of feature change on the unit.

I would not take no for an answer. Keep talking to someone higher up until you get a replacement. Does your local news agency have someone you take complaints to and they investigate it?
If they tell you it has a different version of android on it laugh at the idiot in their face then walk over to the display unit and show them its the same version.

Negri RMA Update 3/2 - Great Customer Service!

Hey fellow 7.7 owners,
I just received my RMA authorization from Negri Electronics this afternoon after sending several emails back and forth with their support staff. Bad news I'm afraid...They have said that the turn around time AFTER they receive my tablet in their warehouse will be 3-4 weeks!! This all started shortly after I received my tablet in the mail from them on February 7th. I was happy and content with my purchase and only found one dead pixel at first glance in the upper middle portion of my screen that was visible with any white or lighter background and shows up as a black or red dead pixel at pretty much any screen. So after discovering this one obvious dead pixel I downloaded the Screen Test app from the Android market and discovered that in actuality I have 6 dead pixels all around the screen depending on the background color. The obvious one at the top (can see in almost any app such as the browser, email and so on), two on a blue screen, and finally three on a red screen. As you can imagine I was stunned to find so many pixels that are bad on such a new tablet and with such a gorgeous screen! I have taken pictures of all the bad pixels with my camera and sent those along to Negri with one of my support emails. In addition to these bad pixels I also have the issue with the dark circles that I can only assume come from the manufacturing process when the suction cups are holding the screen in place for assembly. There are also lighter grey streaks at the low brightness level with a black background that can be viewed during the night when there is no ambient light in the room, like when reading or viewing the screen during transition for animations. I believe others have also mentioned the flickering that can be seen with a darker blue background (possibly other dark colors) on the tablet, It reminds me of the older CRT monitors or old tube TV's when they are refreshing the image. I can see this "flickering or streaking" quite easily at night while viewing images in bed or watching a movie with a blue background.
So I guess after all my detailed nitpicking my question for you all would be what would you do in this situation? I really do love this tablet and the form factor. Besides these issues that I have experienced on my tablet I have absolutely enjoyed using the tablet every day Iv'e had it. I just feel like for $550+ investment I shouldn't have to deal with so many display issues when that is the very reason I spent so much more on this tablet in the first place. I also appreciate Negri reaching out and attempting to resolve the issue but with the correspondence I have had thus far and having attached the RMA info I received today below can't be sure what kind of service or replacement I may get and then I will be without my tablet for at least a month! I really wish I could deal directly with Samsung USA and get my unit replaced by them but completely understand why that is not possible at this time. I'm guessing they are giving a 3-4 week turn around back to them because the Samsung Repair Facility is most likely overseas, either in Hong Kong or possibly the UK? Not sure about that one. I wouldn't think that the 7.7 could be repaired or replaced by any Samsung facility here in the US yet. Anyway, any suggestions or ideas you guys my have would be appreciated.
Thanks!
Hello,
Thank you for contacting Negri Electronics. We received your RMA request in regards to this unit. We will need to have the unit in the warehouse in order to complete the evaluation. We received your reports in regards to the dead pixels and in this case the unit will need to be sent into the Samsung repair facility. We will need to complete the brief evaluation once the unit arrives. Then we can proceed with the repair process. If you have any questions feel free to contact us. Thank you.
Negri Electronics Repairs
Please read this carefully before you return any merchandise!
(Failure to follow directions may result in a restocking fee) This rma will be valid for 2 weeks after its issuance
Please read carefully our store policies. Your item may be subject to a restock fee.
http://negrielectronics.com/policies/
For more efficient service, please print out this email and provide the following information:
*****Repair turnaround time is 3-4 weeks once we receive the unit*****
*****SEND BACK THE UNIT, BATTERY, BATTERY COVER, AND CHARGER*****
*Update March 2nd*
^ Above was the original estimate assuming that I would be requesting a repair through Negri by Samsung for the defective screen. Since we found that I had more than 6 Dead Pixels we processed the return as an exchange for a new tablet and I have had my RMA approved today and the replacement is in transit. I wanted to be clear that Negri provided excellent customer service to me and processed my return very professionally.

I too sent my Gtab 7.7 back to Negri for issues with Grey discoloration. I called today making sure they received my unit, they confirmed they got it Thursday. I asked about the supposed 10-12 days for evaluation and the rep thought with my issue they should have an answer next week.
On my RMA i requested a Exchange not repair. If they tell me turn around to get my exchange is gonna take 3-4 weeks. I will ask for just a refund, as i would suggest to you. I also suggest you call and see instead of them repairing your unit, maybe ask for an exchange. I hope they don't try and tell me they want to send it off and not exchange...I have a feeling they might try this.
I'll respond back on Monday, see what they tell me.

That sounds like a very long turn around period, maybe you should get your money back and just wait for local stocks to arrive?
Also since you mentioned that you notice flicker, Im wondering whats causing this on OLEDs, one of the 7.7's I tried yesterday showed a very visible flicker when displaying the green screen test or the screen shot of the green screen test in the gallery.

Thanks for the responses...
Hey guys,
Thanks for your input. I have replied back to the RMA request with my intention to exchange preferably or refund if that is not possible. I really do not want to wait a month to have the unit repaired when I have so many issues with the screen and then not be sure what kind of condition the tablet would be in when I get the replacement. I wish I could just deal with the issues but there are so many it seems on my screen I can't look past them when I think how much I paid for the 7.7 in the first place. Guess we shall see what happens now.
Kyle

Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium

This is the usual problem with purchasing goods that are not officially distributed in your country yet... I tried n the past and I won't again
I love the 7.7 but will wait for it to be distributed in the US (And hopefully ICS will be around the corner at that time)

Thank You
Thank you all for your comments.
The process does take time because we need to work with the manufacturer who manufactured the "defective" product. Their timeline is longer than ours, however we have direct contact with most. So returning to us and having us to the leg-work would be better than the customer going directly to the manufacture. Going directly with the manufacture can take 10-12 weeks as we have experienced in the past. We do our best to provide a quick turn around time for you - however we can only promise you what we are promised by the manufacturer.
Please understand that we do not manufacture these items. Many RMA's come through "demanding" replacements and fast service. We always do our best, but ask that you always treat us with respect (unrelated to the above posts) - and understand that issues such as these are not our fault, but we will do our best to make sure you are satisfied with the results.

Negri has good customer service. But regarding the dead pixel issue, i have better experience with Expansys where they simply ship out a replacement once the defective one is received and confirmed. Then they will deal with the manufacturing for the faulty unit. Not to say one vendor is better than another in general, but to point out different vendor has different policy and way of handling these kind of things.

kflanegan said:
Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium
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I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.

aaronv20 said:
I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.
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Thanks for the update Aaron! My tablet is in transit and scheduled for delivery on Monday. I'm hoping for a 1-2 week turn around. I'm having withdraws already... ;-) I too am hoping for a new exchange foremost and a refund otherwise so I can decide what to do next. Good luck with your return. Keep us updated...
Sent from my Galaxy Nexus using xda premium

I got the results of my evaluation...
Hello,
Thank you for your patience in regards to your RMA. At this time the RMA evaluation has been completed on your unit. Our team has evaluated your unit extensively to see if they can find the display issue. After testing the unit our RMA team was unable to notice any grayish streaking on the display. They advised us that they tested the unit on "0" brightness and with the white background, both landscape and portrait mode and were not able to see any defect. They also advise us they had to create a customer background to ensure there was no defect. Again, no defect was noticed with the display. These are Super Amoled displays and will be noticeable to see any streaking on the display, as you stated on the lowest brightness levels. We did receive notification from our customer service representatives that you would like a refund on this unit, in this case we can proceed with a refund minus a 12% re-stoking fee based on the usage and time out. This will be the minimal re-stocking fee that can be applied towards this refund. We can also have this unit shipped back to you at no additional costs. Please review these details and contact us on how you would like to proceed. Thank you.
Well 12% is around $75.00 and since after shoping around i cant find anything to match this wonderful tablet, Im gonna keep it.
Looks like im gonna have to settle at never turning my brightness completely down.
good luck KFLAN!

aaronv20 said:
I got the results of my evaluation...
Well 12% is around $75.00 and since after shopping around I can't find anything to match this wonderful tablet, I'm gonna keep it.
Looks like I'm gonna have to settle at never turning my brightness completely down.
good luck KFLAN!
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Thanks Aaron for your evaluation results, also sorry to hear that you won't be receiving a replacement unit for your issues. My 7.7 arrived this morning at their warehouse so I hope to hear something later this week. I was seriously debating sending mine back before I started the process because I loved everything else with the tablet other than the dead pixels I saw whenever I used it. Some things you just can't un-see and that was my problem. I hope you do enjoy your tablet and agree with your decision to keep it. $75 is a big hit only a few weeks after purchase on a premium product such as the 7.7. I hope that my dead pixels are as obvious to Negri as they were to me in my tests and usage.
Sent from my Galaxy Nexus using xda premium

@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.

EarlZ said:
@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.
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yup, I did post a screen image, on the screen issues thread. There main issue was that since the tab would probably not fall under the Samsung warranty then they would be able to deem it a manufacture issue. Its sucks but at least i dont have any other issues (dead pixels, etc). They did mention that i have a 1 year warranty so if it becomes worst then I could handle the issue then...Im really trying to look on the bright side, and put it out of mind, cause all it will do is frustrate the crap out of me..

I dont understand why they cant see it, the very small grey streak on my Tablet was even visible to the technician who diagnosed my tab even though I didnt tell him about it.

Follow up on Negri RMA
I received word today that my RMA request for exchange has been approved and my replacement unit has been shipped out from Negri's warehouse this afternoon. My returned tablet arrived on Monday 2/27 and I followed up on Wed to make sure the tablet arrived as I had shipped and to receive an update on the RMA process. I worked with Sergio Mendez throughout the return, he was very helpful and excellent in communicating any updates from their end. I would certainly not hesitate to recommend Negri Electronics to anyone in the future and they have dealt with my problem with a sense of urgency and a very professional manner.
Many thanks to Sergio and the whole team at Customer Service for all their help! I am scheduled to receive my new unit next Thursday the 8th. I'll report back after I have set the new 7.7 up and report my findings on my replacement unit.

Sounds great that you've been given a replacement, we await for your findings and hopefully you can get a great screen. Keep us posted Im interested as well!

Sooo, I couldnt make it a week. I cant stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators cant see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however i cant just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Yall agree? (white out personal info in photos, sorry)

aaronv20 said:
Sooo, I couldn't make it a week. I can't stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators can't see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however I can't just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Y'all agree? (white out personal info in photos, sorry)
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Aaron,
I agree with you on the discoloration. I can certainly see it in your provided photos. Sergio worked very well with me on my exchange and when we spoke on the phone he seemed very helpful and like a nice guy. I hope your experience will serve a better outcome this go around and understand your frustration! I would also consider going the Samsung route if you run into the same issue going through with the second return. Who knows how their process runs but unfortunately I would guess the waiting period could be much longer seeing as how the 7.7 isn't sold except by Verizon in the US as of now, as far as they would be concerned....
Anyway, I've been anxiously awaiting my exchange by FedEx. It should arrive sometime tomorrow and then I'll be giving my new model the inspection to see if I faired better this time. The tracking info hadn't updated at all since the package left Phoenix, AZ on Friday and I was beginning to get worried it was lost in transit until magically it arrived in Ellenwood, GA just this morning. I guess it arrived there via bike messenger to account for the long delay in updates for so many days...haha. It always seems to drag the longest when you are really looking forward to receiving something though. ;-) Have a good day man, I'll cross my fingers for you.
Kyle
Sent from my Galaxy Nexus using xda premium

*Update on my replacement wifi 7.7... I received the exchanged GT-P6810 yesterday afternoon and after a 2 hour initial charge was ready to dive right in. First thing I did after set up was download 3 solid backgrounds. One white, one red and lastly blue. Then I opened the backgrounds full screen in the gallery and found absolutely zero dead pixels or any obvious defects. The only thing I have noticed thus far is the circles and lines on a black screen at zero ambient light. Although I'm almost positive there aren't any units that wouldn't display those in the same lighting conditions. Seems to be a product of the manufacturing process. Anyway, I'm certainly satisfied so far and love my new unit. I want to give Negri another shout out for their awesome customer service and in particular Sergio for his excellent communication throughout the process. I was without my tab for 2 or 3 weeks but it's certainly worth the wait to get a new replacement with none of the major issues. I'll be active on the forums and see you guys and girls around.
Oh btw, set up go launcher HD last night from their beta page and this thing flies with that launcher and looks great!
Sent from my GT-P6810 using xda premium

UK Ebuyer returns

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?
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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!
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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.

Shall I return my Nexus 6p?

Hi all,
Received my 6p this morning and it is a wonderful device. When setting up the phone I immediately noticed that the bottom left of the screen is slightly cut off with a blue outline. See attached image. If you zoom into the bottom left youll see the defect. This is really only noticeable in full screen mode as otherwise the navigation bar hides it.
Not sure if I should return it or not.

That's a manufacturing defect. Return it.

Return it.

Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.

mo123456789 said:
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
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The few people Ive seen mention getting RMA replacements were getting them within a couple days, not weeks.

I would return it without a doubt.

Like everyone said-return it! It is a defect and Google will overnight you a new one

Will they send me a new phone and then ask me to return the defective one. Or will I have to send the defective one first.

chrisexv6 said:
The few people Ive seen mention getting RMA replacements were getting them within a couple days, not weeks.
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Not sure how quick it is here in the UK. There were already having production issues from day one

mo123456789 said:
Not sure how quick it is here in the UK. There were already having production issues from day one
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It seems like people with problems are given priority over others. Most things I've seen said they overnight a new one to you then you return the defective one. They will put a hold on your credit card for the cost of the phone. It will never be charged unless you don't return the bad one. The money they hold won't be available to you though, until they get it back.
Sent from my Nexus 6P using Tapatalk

mo123456789 said:
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
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You will receive your replacement within two days. I've received 3 rma's

I'm rma-ing one right now. My screen has a very noticeable yellow tint compared to my friends 6P. My credit card has a hold on it. They will send out a new phone before I have to return this one so I won't be without a phone. As for shipping, the replacement was processed same day and you select what shipping options you want. To overnight it was about $20. I just did the ground 3-5 days for free. They send u a rma form and shipping label to return the old phone.

OP, yes you should. This is a legitimate manufacturing defect, one of the few I've seen posted...

I'll definitely be returning it and will try getting free next day delivery as this defect is quite bad. For something this obvious to pass quality control is beyond me.

Just had a chat with google rep and sent over the same photo. She said she cant see the defect!

She's blind. I'd RMA it.

I've sent over some more photos. Let's see what happens!