Database Users

[Q] Going to RMA...any advice?

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.
Sent from my PG06100 using Tapatalk

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.
Sent from my PG06100 using Tapatalk
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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
Sent from my PG06100 using Tapatalk

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.

My RMA experience (Canada)

I just wanted to share my RMA experience.
I had been experiencing the random reboot/deep sleep issue.
This is when the device reboots when put into sleep mode, then when recovering from that reboot, goes into a deep sleep that can only be broken by holding the power button ion for 20 seconds. After an extensive troubleshooting period here with some bright minds at XDA, it was determined definitely not a software/OS issue.
So I decided to send it in for repairs. This was rather disheartening because of all the bad posts around here regarding the RMA process. I did not want to go through the RMA process, but did not have a choice.
I called ASUS repair, ( Canada) and created an RMA. The tech will ask you to go through the regular troubleshooting guide that they are trained to. One of these is resetting the tablet, through the stock recovery method. However, if you do this, a RMA will not be created then, as they will ask you to then go about your way and see if you have any more issues, delaying your RMA. I had informed them that I had already done that a few days earlier and was still having the issue. An RMA was created. I sent the device off the next day via Canada post. I packed it in the original box and used Canada Post’s largest bubble envelope. Marked fragile.
The tablet got to their repair center from Alberta, to North bay, Ontario, two days later. According to tracking, it arrived in the afternoon and was accepted by ASUS. The very next day, my RMA status was updated. Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished
Awesome! It went out next day via UPS. Two business days after that I checked the tracking status and it was “Out on truck for delivery”
Later that day I received my tablet. In total the tablet was out of my hands for about a week and a half. And only because of weekends.
I was so worried after reading the RMA horror stories around here that I took video of my device’s condition before hand. I took video of the serial number, the screen and case etc. However, my device returned back to me in perfect condition.
I couldn’t be happier about my RMA experience, other than the fact it had to be RMA”d in the first place, but it is what it is,
To those wondering, they replaced the main board. This has corrected the reboot issue and I am now falling back in love with my transformer!

Great..thanks for sharing the story with us..
Asus's RMA service in UK is also very good..

i had the same probs (+battery drain). after the first repair (5 weeks) they replaced the dock, batt drain issue was gone, but the deep sleep/sleep of death issue remained. again in repair. after 4 weeks i got him back. deep sleep issue remained, at the side it was damaged (both tablet and dock) - i suppose it fell down.
the shop (mediamarkt - netherlands) gave me my money back, i bought a new one, today.
so with the repair i was not that lucky. i cross my fingers for this one. i looked into the slider, but decided to go for the transformer (partly because of the extra battery).
Sent from my Transformer TF101 using xda premium

My dock was experiencing the battery drain issue. I thought that the RMA process was going to be terrible, due to the troubleshooting support on the phone. However my dock was sent out within 4 business days of receiving. When I got it back it was in perfect condition-no one had really dicked around with it and broke it like some other users have reported here.
The only real issue was with those lazy assholes at purolator drove right by my house without even trying to deliver it.
The dock went to northbay ONT. Btw

Here in Mexico the service is also really good, the first day I bought my Transformer it had some dust under the screen, soo I call Asus to complain and the changed the TF the same day, they called the store from were I boughted so they gived me another one, no questions.

Went through the rma process to North Bay too, and they fixed it good. I think they are very professional at this particular repair shop, for me too it was a repair and not a replacement (defective touchscreen) . It's been about 3 months and no issue whatsoever since then.
Sent from my Transformer TF101 using xda premium

good to hear, my dock i just shipped out on Thursday to the north bay, from the look here hopefully have it back soon after they get it i hope.

OP, did Asus Canada require a copy of a valid receipt?
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bimmerboii said:
OP, did Asus Canada require a copy of a valid receipt?
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Nope they didn't even ask.
Mine came back in less than a week turn around time, was shocked ups *grumbles and curses about **** times with ups* even delivered it a day early.

Thanks Alakhai. Can you tell me what number you called for rma?
Edit: @skydirt: would like to know if you rma'd without receipt. Thanks
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No receipt needed. From what I am told and understand, receipts are not necessary until the purchase date can exceed the manufacturers warranty cut off date. Since the release of all transformers do not pre-date March, there is no risk of that and they do not need to verify a purchase date; well until March rolls around.

Thanks. Can you tell me which number you called to arrange rma?
Sent from my GT-I9100 using Tapatalk

I called this number 1-888-678-3688

Thank again skydirt.
Before I send my Transformer for RMA, can someone confirm that my rom is the Stock Canadian Transformer?
Kernel version
2.6.36.3
[email protected]#1
Build number
HTK75.US_epad-8.6.5.13-20110925

RMA Experience

Regularly I see horror stories about people who send their Transformer or dock for RMA, and something really horrible happens. Dock gets bent into a nexus s, dock cracked open like a nut, transformer screen repaired but transformer not working anymore....Totally not my intention to discredit those stories, but please dont form opinions based on those stories. I was horrified on seeing all the dock stories, and delayed sending in my B40 dock for battery drain fix for 2 whole months. Finally mustered up enuf courage , called Asus, got RMA, packed up dock in original box, and sent it in thru UPS. Reached asus in 3 b.days, repaired same day, dispatched next day, delivered in 3 b.days.took 7-9 days total.
It came in yesterday, and i was scared to open the box. I did however, and they had carefully packed it in the original box i had sent, with extra padding. The dock was perfect, no battery drain whatsoever(as far as i could tell, will check again today when i get back from work). Smoothest possible process.
The whole point of this discourse being, out of 1000 people, 300 found out about the dock, out of those 300, 200 sent it in, and 2-3 people had problems. they are not the rule, they are the exception. While they deserve full sympathy, it is by means an excuse to hammer Asus. IMO, they are doing a far better job of customer support than samsung, acer, toshiba is.No forcing of t****wiz s**t on customers,almost stock builds, regular updates, superb bundled softwares( aka Supernote & Splashtop!) excellent build quality of later models & publicly admitting fault, however minor. Go ASUS! [/end rant]
EDIT: My right speaker stopped working, one call to asus, sent it for RMA, came back in a week, perfect condition, excellent packing and shipping and service and everything. One more happy experience.

Here's another data point: Once I got my dock back it was fine. However... It took over 6 weeks. ASUS shipped my dock to the wrong customer and every time I called about it I was told that a manager would call me back. That didn't happen until about the 4th call, where I had to get a little abrasive to the rep I was talking with. I realize that he was only following procedure, but there was no other way to escalate since he couldn't transfer me directly to a 2nd level tech. Turns out my dock had been back in their possession for over 3 weeks and they didn't know what to do with it. So while the repairs were fine, the process was very irritating.

psycho2097 said:
Regularly I see horror stories about people who send their Transformer or dock for RMA, and something really horrible happens. Dock gets bent into a nexus s, dock cracked open like a nut, transformer screen repaired but transformer not working anymore....Totally not my intention to discredit those stories, but please dont form opinions based on those stories. I was horrified on seeing all the dock stories, and delayed sending in my B40 dock for battery drain fix for 2 whole months. Finally mustered up enuf courage , called Asus, got RMA, packed up dock in original box, and sent it in thru UPS. Reached asus in 3 b.days, repaired same day, dispatched next day, delivered in 3 b.days.took 7-9 days total.
It came in yesterday, and i was scared to open the box. I did however, and they had carefully packed it in the original box i had sent, with extra padding. The dock was perfect, no battery drain whatsoever(as far as i could tell, will check again today when i get back from work). Smoothest possible process.
The whole point of this discourse being, out of 1000 people, 300 found out about the dock, out of those 300, 200 sent it in, and 2-3 people had problems. they are not the rule, they are the exception. While they deserve full sympathy, it is by means an excuse to hammer Asus. IMO, they are doing a far better job of customer support than samsung, acer, toshiba is.No forcing of t****wiz s**t on customers,almost stock builds, regular updates, superb bundled softwares( aka Supernote & Splashtop!) excellent build quality of later models & publicly admitting fault, however minor. Go ASUS! [/end rant]
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I also have a dock with battery drain, it is the original model, bought the day it was released. I've been scared to ship it in due to the horror stories as well but your great experience makes it a little easier! Called and I'm shipping it out tomorrow, Thanks and I'll post back!
Sent from my Transformer TF101 using Tapatalk

I have to say my experience with ASUS was very good. I have had the nightmare of returning items for repair and can sympathise with those who experience problems (long suffering xbox 360 owner). With ASUS, the dock was returned to me in 3 days! It was so fast in fact that I thought the courier had returned the item as undeliverable or the repair centre had just sent the package straight back. This was not the case....no more battery drain

I had a great experience with ASUS RMA as well. Screen died on my TF so I finally decided to send it in for RMA. They repaired it the same day they received it and shipped it back the next day. It's now working perfectly and it doesn't even have the minor light bleed that it did before.

psycho2097 said:
Dock gets bent into a nexus s, dock cracked open like a nut
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really?? no 1 find that funny?
neways i do understand listening to horror stories can be quite painful, but its like driving, or a roller coaster ride. cars crash, roller coasters do fall off n people do die, but its extremely rare...n happen to a very small percentage.
sorry for the repetition, but its a subject very close 2 me. even my exp with asus has been very good, no light bleed, no speaker unbalancing, no major software issue.Happy panda!

I had a great experience as well(dock battery drainage). I had also lost my serial number for the dock so I thought they would send it back but, sure enough, I got it back and it only took about 5 days total for shipping and repair. Best part, they put a new S/N number sticker on it as well. Don't be scared to take the plunge. Asus is pretty good at this, it's just that people tend to only ever complain about a problem rather than proclaim when it goes right.

Dock Battery Drain RMA (B40 dock, B50 tablet)
Wed 10/5: Opened ticket on the Web and auto reply with 48-hours window for real response
Thu 10/6: Called service number, long wait, and asked for RMA. Got RMA with TX service location (I'm in VA)
Fri 10/7: Mailed the dock only via USPS to TX; also received email response to the Web request, with the same RMA #.
Tue 10/10: TX service location got the keyboard (Monday was USPS holiday)
Thu 10/12: Got email notice with Fedex GROUND tracking number
Tue 10/18: Received the same keyboard with Asus packaging.
Overall an ok experience with no hiccups. I taped a a handwritten RMA number to the keyboard just to make sure it wouldn't get mixed up.
What ASUS could have improved:
- Shorter wait on the phone, or quicker Web request turnaround (I wouldn't have called if they had responded within 1 business day instead of 2)
- Faster return delivery. I have had other RMA with other electronic equipment manufacturers and have had either 1-day mail or at most 2 days mailing option. They could taylor it the depending on customer's distance from the service center, and as a big company with enough usage volume, they should get a better rate anyway. No skimping and show your customer you are striving to reduce their downtime.
Based on the parts listed on work slip in the package, they replaced:
- the battery pack (07G031002901 EP101 BAT SDI LI-POLY PACK)
- the I/O board (90R-OK06IO40000Y EP 101 DOCK IO_BD./AS)

I got a question for some of you. How long after carrier tracking said they delivered your TF or dock did it take Asus to confirm via your RMA# on their website thattuey got it?
I ask because this morning FedEx tracking said my TF was delivered to Grapevine and signed for, but when I look up my RMA # on Asus' website, it says they haven't received it yet. Should I be concerned?
Sent from my PC36100 using xda premium

My Experience
My RMA experience is a little interesting. My problem is a tablet that does not work with the keyboard on the dock. I tried everything short of Rooting with no success so I finally caved and sent it in for RMA.
I sent my tablet in via USPS on a saturday. Everything went great. Their tracking system was wonderful and I recieved my tablet back 9 days later on monday. Very excited and ready to post a positive comment when I tested it to find out it was not fixed... No change. When I complained they said I should send it back in with a letter describing the problem (I told them I did the first time but sure)
Here is the good news... They paid for shipping the second time. yea. That's where things went bad. I shipped via fedex on tuesday and the tablet arrived on friday (last friday). we are now a week later and their system does not show the device as having arived. Every time I call they give me a speech about the fact that their system does not always show the item right away and I should wait 2 days for an update. When I complain they tell me that we are still within the 10 to 14 days.
If they hit 14 days (and yes I know I'm a ways away from 14 business days) with no update I have every intention of asking for a new device or a cash refund for the original price of the device.

Update
Just got a call from asus. They say the serial number doesn't match their records.
They have created a new RMA and are starting the fix.

RMA
Hi
England calling ... England calling ... !
after a couple months of sheer bliss with my EPad I am also caught up in the charging problem...
No charge from the supplied charger... after a few days of flaky its charging .... no it isnt... it is definately a dead parrot (sorry charger)
the Tablet would recognise the charger had been plugged in ....but no 'lightning' symbol on the info bar at the bottom of the screen...
dock the tablet and it all goes rather dead...
Bit scarey to realise that I had to return it to the Czech republic !!!
ye gads! do the British not fix anything anymore??
I asked the question to the UK helpline and they say it was made in Czech so it returns there...
tracked it on the Tinternet across on the cool UPS site but its been sitting there awaiting shipping since Thursday... (now sunday)
I expect 5 star treatment from ASUS as its duff goods .....
paid for on the credit card... no joy after another week I'll be on the telephone to the credit card...
but having said all that I am confident that ASUS will come up with the goods....
if they can make a product like the EPad they are OK in my book....
just dont let me down chaps !!!!
just my 2p worth
s

Sent my tf in for EMS last Monday. Got it back this Wednesday. Problem was fixed. No damages.
Btw, my issue was the colors got distorted and wavy (black looked red and white looked blue).
Sent from my SCH-I500 using XDA App

Sent transformer for RMA due to poor quality left speaker here in Norway. Was delivered to infotech.no. I sent it in 4 weeks ago, 1 week wasted because it was sent to the wrong technician, 2 weeks waiting for for the spare part to be delivered, now 1 week and still waiting for repair to begin. I´m used to poor service in this country but this is beginning to turn into a joke. Why is it the same problem only takes 3 days to repair if delivered all the way to the Czech Republic?

I myself would like to send my TF in for RMA as it has quite a bit of Backlight bleed at the bottom and sides but I have read many posts saying that you can get one back that is worse than what you sent. Does anyone know if this is true or have they fixed this issue? I just hate sending it in to get back another tablet in worse condition. My tablet model is the B50

I sent my charger in on 11/2
Tracking shows it arrived 11/4
I get an email statin they havent received it. I call 800 number to update them with my tracking number.
Waiting again.
So far, experience has been poor. Slow responses. (took 4 days to get a response from their "48 hour" statement)
No Tablet. No fun

I send my dock in for the battery drain on a Friday.
Got it back the next Tuesday.
Now that's a quick service.
Asus paid the shipping to and fromthe repair center in the czech republic.
I'm a happy Asus Eee pad user

well the Eeepad just left Vienna Austria according to the UPS Tinternet Tracking doobrie... marvellous...
if it comes back all sorted I will gladly tell all ..... and sing ASUS praises....
if I experience anywhere near what some on here have I can assure you ASUS will not hear the last of it..
but trying to stay positive ....
having used ASUS products on at least 30 PCs without too much hassle... they are generally a good manufacturer and take care in quality issues...
but that is no good if they cannot service their customer base effectively when things do go wrong... even if they are not directly involved in the process...they still have a duty of care to their customers...
1 bad experience tells a 100 potential customers dont touch 'em !
is there any collation of figures to measure how good/bad ASUS is doing .... ???
Come on ASUS sort these customers out on here that have had bad experiences with your products... they had confidence in you to buy your kit dont let them down...
as consumers we must keep constant pressure on those manufacturers that let the side down....
I hope ASUS is not 1 of them....

PaulHBK said:
I ask because this morning FedEx tracking said my TF was delivered to Grapevine and signed for, but when I look up my RMA # on Asus' website, it says they haven't received it yet. Should I be concerned?
Click to expand...
Click to collapse
Don't sweat it... I had two RMAs with ASUS, and neither time could I get any status at all, and the calls to CS were giving me conflicting information. Their online systems are rather poor (or poorly updated)...
My second RMA (on the same unit) had light bleed introduced by the first RMA repair, plus the charger wouldn't work. I took it to the Grapevine TX site because I'm only 10 miles or so from it. I delivered it on Friday at 1pm. It was fixed satisfactorily and shipped back on Monday, and I got it on Tuesday. Great experience...!

jimbo34 said:
Sent transformer for RMA due to poor quality left speaker here in Norway. Was delivered to infotech.no. I sent it in 4 weeks ago, 1 week wasted because it was sent to the wrong technician, 2 weeks waiting for for the spare part to be delivered, now 1 week and still waiting for repair to begin. I´m used to poor service in this country but this is beginning to turn into a joke. Why is it the same problem only takes 3 days to repair if delivered all the way to the Czech Republic?
Click to expand...
Click to collapse
I phoned asus to check on why the repair on the left speaker was taking so long. They informed me they were waiting to replace the power adaptor, the mother board, the screen and the speaker. What do they use to repair these things? a sledge hammer!!?

KB Dock keys unresponsive: Yet another horrid ASUS RMA story

I'm on my third RMA with ASUS for the Transformer... I figure some of you might want to hear my experience with ASUS service.
As the title above states, my dock's keys do not respond. The battery charges, the Ports work, and the touchpad works without a problem.
I'm a pretty tech-savvy guy, a back-seat hacker, if you must. Thus, the only thing that has kept me from opening this thing and jiggling the ribbon connectors is the warranty. So, I decided to send it in for RMA.
I get the kb dock back two weeks later. I was extremely disappointed when I docked the tablet to find that the problem was there right out of the box. They had "run diagnostics" and had not found anything wrong with it. Obviously, they missed something.
Well, I like to think that I'm a pretty reasonable guy, so I decided to give them the benefit of the doubt. "Hmm..." I thought... "maybe the problem is in the tablet itself and not the kb..." So, I call for the 2nd RMA and sent it along with the dock. To this shipment, I've had to spend $130 in shipping charges so far. To add insult to injury, they had it ready on a Friday, but I had to call in the following Wednesday to ask them to please ship my tablet since it was just sitting there. I got it the next day via FedEx.
I received my tablet the day before yesterday along with the dock. Once again, upon opening the packages, the keyboard keys were unresponsive; the merchandise had been returned to me in exactly the same state I sent it in.
I immediately got on the phone with ASUS, and the tech on the phone told me they had once again ruin diagnostics and had found no problems, and that I'd have to send it in again. I, understandably, was furious, and explained to him that I would not spend a single penny in shipping since they had my tablet and my dock and didn't bother to replicate my issue, and added that even if my tablet and my dock did pass their diagnostics with flying colors I didn't care if MY dock doesn't work with MY tablet. After talking to his supervisor a
RMA service center magically appeared 5 minutes from my house!
So, now i have my third RMA in the works for Monday. Hopefully this is the last, but realistically I think the picture is bound to complicate itself.
Bottom line with ASUS service... You get the picture... Draw your own conclusions

Thats terrible man. Bad enough you got a device thats defective, but making you pay to ship it and then NOT FIXING IT is unforgivable. Next step should be shipping it back to them with a well written letter outlining everything and 'keep it' at the end. Then doing a chargeback on your credit card. Any subsequent attempts to ding your credit would be resolved by submitting same letter to credit-reporting agencies. Just my $0.02.
Sent from my SAMSUNG-SGH-I997 using XDA App

This actually sounds like a good idea! Have you done this before?

rivera151 said:
This actually sounds like a good idea! Have you done this before?
Click to expand...
Click to collapse
yeah dude this is why we have credit cards. you get the backing of a multi billion dollar company when you have problem with merchants. it's your right to file a chargeback.
if you have amex or visa they will replace/refund you even if asus doesn't. in particular, amex will double the warranty up to 1 year plus stolen/damage protection. My sister's ipod broke(white screen upon boot, 3rd gen nano) and amex sent my dad a check for $150 no questions asked. didn't even need to send the broken ipod in.
don't let yourself be held hostage by asus because of poor support or bad product
unfortunately i bought my first transformer with Discover card and they wouldn't cover it when it got stolen . i called AMEX and they said they would have refuned me!

UPDATE: Service center next to my home doesn't service equipment bought at Best Buy. Thus, had to call ASUS to reschedule RMA. Now, they tell me that if I download and install atk driver, the problem will be fixed.
WHAAAAAAAAAAAT?

rivera151 said:
This actually sounds like a good idea! Have you done this before?
Click to expand...
Click to collapse
Haha no, I've actually had great luck with mine, I just give good advice. Only real issue for me has been screen dead spots, solved by touching the metal bezel of the tablet.
Sent from my Transformer TF101 using xda premium

I had my device stuck in RMA hell twice for a total of about 2 months. I originally sent it in for a white "cloudy" spot that developed on the screen. Got it back two weeks later with the worst back light bleed I've ever seen. Sent it back out that same day and it was stuck with their techs who repeatedly claimed no trouble found. Asked to speak to supervisors and was promised a call within "24 - 48 hours". I'd call back every 3 days telling the I never received the promised call, and they said the solution was to wait ANOTHER 24-48 hours. After about a month and a half they finally replaced my LCD and sent it back to me, but I'm disgusted with ASUS at this point.
Sent from my Transformer TF101 using XDA

Yeah, going through the same thing. I sent it back on an RMA because it totally died after the ICS update, they flashed ICS on it again (and it died again within 4 hours), sent it back again and now they've had it for about a month. I don't really care since I bought a Samsung Tab in the meantime which seems to be built a lot better and hasn't given me any problems - but I would like to get it back at some point to sell it. I've pretty much sworn off buying anything made by Asus based on my bad luck with the transformer and dock. This lack of customer service may be acceptable in China, but it's a good way for a company to crash and burn in the US and EU.

solom01 said:
This lack of customer service may be acceptable in China, but it's a good way for a company to crash and burn in the US and EU.
Click to expand...
Click to collapse
Are you implying that somehow Chinese people are ok with lack of customer service?
....

I was finally able to hook my tablet up to another dock. guess what? the problem is in the tablet. the dock at the store behaved exactly like my dock. so I guess I am still stuck in rma hell without a tablet.

My experience with ASUS RMA - takes 3 days to charge

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 =/
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
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
Click to expand...
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.
Click to expand...
Click to collapse
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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