Database Users

Anyone else waiting on a warranty replacement?

Well I am still waiting on mine. I was told it would be 3 days and well its been a week.
After I called to get my tracking number I was told it was still pending so they were going to fill out a a recovery form to contact the warehouse to find out what the problem was and I should get an email after 24 hrs. I didnt. Called again was told that it usually take 72 hrs. No dice. Called again guy told me that they are having problems with the forms lately and its been taking 8 days... WTF!?I was also told that my order has been put in backorder status with no way of knowing when it would ship. But the guy didnt understand why the Vibrant wasnt on his backorder list. So we sent an email escalation to the warehouse which I am currently waiting on which he said would take 24 hrs.
This is just mind numbingly insane to me. Why cant they call the warehouse to figure this crap out. I have a phone sitting here that their update broke that I havent even finished paying off yet that Ive had for about a month and a half and they are telling me i have to wait to hear from them when it will be shipped. I left Sprint to get away from this kind of crap.

Call customer care back & say CANCEL. That will get you the customer retention dept. I filed my claim on the 14th after the OTA update bricked my phone & they couldn't get it to come back up. Expected it to take maybe 3 days. After the phone had not arrived Tuesday I was PO'd yesterday morning & called. They told me it was on backorder and I probably wouldn't have it until the 25th. Wrong answer. Got to customer retention and they took $20 off my bill for the inconvenience and supposedly overnighted a phone to me. We'll see if it arrives today.

sail4horizon said:
Call customer care back & say CANCEL. That will get you the customer retention dept. I filed my claim on the 14th after the OTA update bricked my phone & they couldn't get it to come back up. Expected it to take maybe 3 days. After the phone had not arrived Tuesday I was PO'd yesterday morning & called. They told me it was on backorder and I probably wouldn't have it until the 25th. Wrong answer. Got to customer retention and they took $20 off my bill for the inconvenience and supposedly overnighted a phone to me. We'll see if it arrives today.
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Ive been on the phone with CS multiple times and they have credited me back my shipping fee and my date usage for the month i will give them a call this afternoon again. I got an email address from the Live Chat person of soemone higher than them so hopefully I will hear back and let me know if you get your phone.
Also howd you get a date out of them they just keep telling me they have no idea.

That sucks, mine bricked with the OTA and they said it would be 7 days to get my phone, well it showed on the 18th (I must of called on the 8th)...
What is dumb is they sent text messages to the bricked phone letting me know (HA, I ODIN'ed back to stock and applied the update and my phone worked fine).
So now I have a replacement phone and my original phone - I need to goto the store or something and return the replacement phone, right? Or will they charge me $100 bucks for the replacement and if they do, and I keep it - am I able to get another replacement if it breaks?

jmerchant said:
That sucks, mine bricked with the OTA and they said it would be 7 days to get my phone, well it showed on the 18th (I must of called on the 8th)...
What is dumb is they sent text messages to the bricked phone letting me know (HA, I ODIN'ed back to stock and applied the update and my phone worked fine).
So now I have a replacement phone and my original phone - I need to goto the store or something and return the replacement phone, right? Or will they charge me $100 bucks for the replacement and if they do, and I keep it - am I able to get another replacement if it breaks?
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You should send it back I dont know if they would let you keep it they may charge you.

same here they credited me my data for the month, but still i want my phone back...i was thinking of odin back and recover but if they're sending me another phone i dont want to send them back a good phone...i guess ill just wait

CS is different from Customer Retention and you have to say cancel to get to them. Their job is to keep you as a subscriber. My guess is they have their own stock to pull from. The stupidest part of all this is there's a corporate store blocks from my house with a bunch of Vibrants in stock. Why Tmo won't give me one of those phones & replenish their stock is beyond me.
Send your phone back or they'll be sending you a bill for the retail price of the phone. When you got the replacement it should have included details on how to send the other back. If not, call.

I actually sent an email to the CEO with my complaints and they are assigning someone to my case. Waiting to hear back. But I will be calling when I get home.

I had to replace mine due to overheating, shutdown thermometer icon, said 7 days, came on 7the. Day. Call 611 ask for customer loyalty.
Sent from my SGH-T959 using XDA App

Same sinking boat...
I am actually in the same boat...I ordered an exchange back on 10/14 after my Vibrant went belly up after the update, ordered 3 day express shipping which should have arrived no later than Tuesday 10/19 and when I called to check the status they said it was on backordered status even though it wasn't officially backordered...until today that it. Samsung Vibrants for exchange have been backordered for replacements ordered 10/13 or after, and this information was just made known today...1 week after the fact! Submitting research requests will have no further luck as the shipment date is to be determined. It will simply arrives, when it arrives. Needless to say, I got the shipping charges refunded!

bretjrodgers said:
I am actually in the same boat...I ordered an exchange back on 10/14 after my Vibrant went belly up after the update, ordered 3 day express shipping which should have arrived no later than Tuesday 10/19 and when I called to check the status they said it was on backordered status even though it wasn't officially backordered...until today that it. Samsung Vibrants for exchange have been backordered for replacements ordered 10/13 or after, and this information was just made known today...1 week after the fact! Submitting research requests will have no further luck as the shipment date is to be determined. It will simply arrives, when it arrives. Needless to say, I got the shipping charges refunded!
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My stock vibrant went belly up after the OTA update on Oct 12. I asked for an expedited replacement. I was actually given the expedition for free.
Oct 12 - OTA kills my stock Vibrant. I ordered a new replacement phone at the store, and expedited shipping was free.
Oct 15 - phone was supposed to arrive. It didn't, so I called and asked whats up. I was told Oct 16 was the new date.
Oct 16 - Phone didnt arrive. I asked what's up. I was told Oct 21
Oct 21 - phone didnt arrive today. I called and was told Oct 25. I asked for some kind of credit to my account. Since I'm vibrantless for 13 days, they credited me 13 days of service. Definitely call customer service, ask for a supervisor, and explain you've been inconvenienced by not having a smartphone. they will credit you for the days you've been dicked over.
Oct 25 - we'll see what happens.
If I get a refurbished phone, I'm going to get that replaced too.

It took 9 days - including weekend - to get my replacement.

There is no way to know if you get a refurbished. And if you call in and say you dont want redurbished they will just tell you they have requested a new one for you but they cant control it. I am unsure if mine is refurbished or not. The plastic cover that came with it made it look like a refurb but it was manufactured in 10/10 and the sliding door.at top feelings like no one has uses it before.

Mine had the damn bootloader locked unlike my original so I had to do all this fevered reading about adb that I didn't have to do first time around, then BING, OTA and unlocked sbl,rerooted and back in the ballgame. I'm getting a refund for lost service and that cockamamie mobile TV charge which I never used.
Sent from my SGH-T959 using XDA App

I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Oh and btw, it does take them a week or two to get the replacement approval processed.
Sent from my SGH-T959 using Tapatalk

ensonnosne said:
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Sent from my SGH-T959 using Tapatalk
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Did it come in the original packaging with all the accessories or just the phone itself? I ask this because I've never had an exchange before. Thanks
(they told me mine would just be the phone and to keep my sd card, battery and all the accessories)

No is just the phone with out the cover or batt.
I think they only give you the whole box if you report it stolen.
Sent from my SGH-T959 using Tapatalk

Okay. Thanks for your (quick) response. Much appreciated!

ensonnosne said:
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Oh and btw, it does take them a week or two to get the replacement approval processed.
Sent from my SGH-T959 using Tapatalk
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T-mobile is giving me hell about my phone since it was giving to me as a gift and the OTA screwed my phone up. They say my phone doesn't have a manufacturers warranty.

I paid for overnight on a sunday I had to cal back thursday and threaten a company switch, phone arrived next day at 1:40.
Sent from my SGH-T959 using XDA App

Sent Nexus S to Samsung for repair. 22 days total

Here's my experience with Samsung repair center.
I called Samsung April 21 cuz my Nexus S's rear speaker went out.
They said they were going to email me a UPS shipping label. Waited all day nothing.
Called back April 22 and told them I received nothing. She tried sending it 3 times to me while I was on the phone with her to my Gmail account. 10 minutes later, they all showed up (the 3 she sent me, not the first one on April 21).
Like HTC, they only require you to send in the phone bare. No battery, no battery cover. Just the phone naked. I left my screen protector on it.
Packed it up, dropped it off at the local UPS Store the same day (April 22 a Friday). It was shipped via UPS Ground. I'm in Southern California, the Samsung Repair Center is in Plano, Texas. They received it April 27 (Wednesday). An email was automatically sent to me saying they received it, and a URL to the Samsung website where I can check the status of my repair. It has information such as Expected Repair Date, Ship Date, Message From Samsung, etc...
Checking the website everyday, and on Friday April 29, it showed "Completion Date" as that day. I wait till Sunday for tracking number of shipment back to me, but nothing, so I called them and the person said/guessed that because the phone was finished on a Friday, that it was just sitting there because the repair center is closed Sat & Sun and to expect it to ship Monday.
Come Monday, still nothing. Not til Wednesday May 4th did it ship. Then it finally arrived today Monday May 9..... at 8pm (Gawd I hate UPS).
The Nexus S came back in a normal brown carboard box. Inside was a padded UPS envelope. Opened that and it was a black Samsung Galaxy S box. (LOL) and finally inside that in shrinkwrap was my Nexus S.
I put my battery and SIM back on and put the battery cover on..... it didn't fit right.
I look on the bottom (near USB port) where it wouldn't snap in and saw that the front lip/edge was popping out where the USB is at that seem. I squeezed it really hard and it snapped in and was able to put the battery cover on. Now when I squeeze the plastic lip under the Menu soft key, I hear it squeak, and only that area.
Regarding the website tracking info, the only thing that was filled out was ticket number, status, service request date, shipping carrier, completed date, and both tracking numbers. Everything else was blank.
Samsung was pretty quick (3 days) to fix it, but damn UPS Ground is soooo slow. Would have been great if Samsung offered a Advanced Repair Exchange like HTC does. 22 days without the Nexus S... had to use a MyTouch 3G as backup! ugh. Also would have liked a better QA on the repair, the bottom of phone not all the way closed correctly ugh.

I think you need to correct your dates there - not sure how you could have sent it in April 22nd and got it back April 9th.

VAgathon said:
I think you need to correct your dates there - not sure how you could have sent it in April 22nd and got it back April 9th.
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Thanks. Fixed.
Sent from my Nexus S using XDA Premium App

How much did u pay or was it free of charge

Also more like 18 days, including shipping. Plus I am sure if you pay extra for it, they will do expedited shipping.

That kind of scares me, I just sent mine in for repair. Did you encounter any inflicted scratches or worn screws after your repair? You should tell them about the battery cover issue. UPS is balls when it comes to shipping across states.

pkilla said:
How much did u pay or was it free of charge
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It was free.

peeturr said:
That kind of scares me, I just sent mine in for repair. Did you encounter any inflicted scratches or worn screws after your repair? You should tell them about the battery cover issue. UPS is balls when it comes to shipping across states.
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That's why I left my screen protector on it just in case. No worn screws that I've noticed.

tekkitan said:
Also more like 18 days, including shipping. Plus I am sure if you pay extra for it, they will do expedited shipping.
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no they wont they sent me ground shipping label. I called and asked for next day they said they couldn't
i didn't use i went to UPS and did 2nd day they still did ground when they sent back
My experience was good they fixed my chipped glass on top right corner of my screen without replacing the the whole screen assembly including the OLED took little under 20 days becasue i sent back so quickly

demo23019 said:
no they wont they sent me ground shipping label. I called and asked for next day they said they couldn't
i didn't use i went to UPS and did 2nd day they still did ground when they sent back
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Also when I didn't receive a shipping label and when I called the next day for the lady to give me another one and it didn't work, I asked if I could just send it to them myself, and she said yes.
So you can ship it yourself however fast you want, but the free return shipping will be UPS Ground by them.

nxt said:
the bottom of phone not all the way closed correctly ugh.
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that's funny...well not really
i had same problem when i got mine back...luckily i just put pressure and snapped back in

NEXUS S rear loud speaker finally for sale
i looked around for a nexus s rear speaker module and was unsuccessful, then i asked someone selling other nexus s parts if they can get it, they can and did , now its available on ebay
item # 170664696786
title is
F7 Speaker Flex Cable For Samsung i9020 Google Nexus S
if you want to search for it that way

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?
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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?
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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!!?

Sending tablet in for RMA. What to expect?

I'm sending my TF101 in for an RMA because it becomes non-responsive shortly after it boots up. I just wanted to know if anyone has any tips. I had custom ROMs on mine but have gone back to Stock using the Root Toolkit. I am in Canada and was hoping another Canadian could tell me what the stock firmware is on our pad right now? Do we use WW? I don't want to send it to the depot for them to find out I have the wrong stock firmware and deny me service.
Thanks!

I sent mine for RMA on power and volume button issues 2 weeks ago, they sunk into the tablet after normal use.
I'm in Toronto so they sent to North Bay, before that I took videos and a dozen pics showing the excellent condition of my tablet, no dings, scratches and everything else working except the crappy buttons they designed. Packaged it using their box and a bubble wrap envelop and put $300 insurance on the thing.
All in all took about a week for me to get it back. Use their tracking page on their site if your worried. They did a professional job the buttons are fixed, the volume buttons are now hard as a rock but the power button still feels soft. No other issues developed like dents and scratches from their repair except my screen cover got turd. When they reassembled the tablet they must have tightened the cover as I have no creaking no more. One more positive.
The horror stories you hear on this site probably come from the American facility in Texas where incompetence rules. hahaha

I can confirm the uselessness of sending stuff to Texas for repair.

yanbo2012 said:
I can confirm the uselessness of sending stuff to Texas for repair.
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I went through a triple rma before they even looked at the internals of my device. Took over six weeks, really sucks to be one of my students this year. They've just been awful for me. But who knows, ymmv.
Sent from my Transformer TF101 using XDA Premium HD app

yanbo2012 said:
I can confirm the uselessness of sending stuff to Texas for repair.
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I've had an overall positive experience with the Texas RMA center (btw, its not run directly by asus, it's a different company contracted by them).
I've mailed in 2 chargers and my tab with no issues.
I did have a scare though, the first charger I mailed into them wasn't updating on their repair tracking page. Gave them a call after 7 days and the rep I spoke to said I mailed it to their old address and doesn't know what to do. I kept my cool because the rep I spoke to for starting that RMA gave me that address and it was on the RMA form they emailed me.
After 5 minutes of back and forth, turns out it arrived there on a saturday and the person to receive it never checked it into the system. It was "repaired" and going to be mailed back that day.

If your experience is anything like mine, you'll experience a nightmare.
I bought a new tablet because I was so fed up with sending my tf101 in for repair and getting it back in worse shape than before. After two months of repairs, my tablet is not usable.
Good luck.

My RMA Experience is full of woe and misery.
I am in Canada, I have an issue with my TF101 wifi not turning on the screen. I did a great many things to try to resolve the issue then finally sent it off to ASUS. Too many mistakes along the way.
1) The RMA they gave me was for the Texas repair facility. The time that it took my tablet to get there was about a week (not too bad for snail mail over the holiday weekend), I did insure it and sent it priority post to make sure I got a signature at the other end.
2) It was received by ASUS on the May 29th (according to when they signed for it). It took them 7 days to acknowledge that they received it when I tried calling in.
3) I received an email saying that the tablet had been sent to the wrong service center, so instead of fixing it and then sending it back, the issued another RMA for it, and shipped it off to Ontario on June the 4th.
4) During this whole time absolutely nothing has been added to the online versions of the RMA lookups, so rather than having some convenient messages that I can look at it simply says that 'they have not received the product'
5) I have tried the 'chat' as well - all it does is time out after about 10 minutes of waiting for someone to respond.
6) I just got off the phone with Support and have been told that it will take at least another 3 to 5 days for it to be received and then about another 3 to 5 days for the repair, and then 7 days back to me. Tentatively.
I am about a month in (including the trouble shooting that they asked me to do before I RMAed it)
I am - however - very impressed with my TF300 that I purchased recently as I got lonely for the company of my tablet on commute home on the bus from work.

Lifeflare said:
My RMA Experience is full of woe and misery.
I am in Canada, I have an issue with my TF101 wifi not turning on the screen. I did a great many things to try to resolve the issue then finally sent it off to ASUS. Too many mistakes along the way.
1) The RMA they gave me was for the Texas repair facility. The time that it took my tablet to get there was about a week (not too bad for snail mail over the holiday weekend), I did insure it and sent it priority post to make sure I got a signature at the other end.
2) It was received by ASUS on the May 29th (according to when they signed for it). It took them 7 days to acknowledge that they received it when I tried calling in.
3) I received an email saying that the tablet had been sent to the wrong service center, so instead of fixing it and then sending it back, the issued another RMA for it, and shipped it off to Ontario on June the 4th.
4) During this whole time absolutely nothing has been added to the online versions of the RMA lookups, so rather than having some convenient messages that I can look at it simply says that 'they have not received the product'
5) I have tried the 'chat' as well - all it does is time out after about 10 minutes of waiting for someone to respond.
6) I just got off the phone with Support and have been told that it will take at least another 3 to 5 days for it to be received and then about another 3 to 5 days for the repair, and then 7 days back to me. Tentatively.
I am about a month in (including the trouble shooting that they asked me to do before I RMAed it)
I am - however - very impressed with my TF300 that I purchased recently as I got lonely for the company of my tablet on commute home on the bus from work.
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You got screwed.
Should have done research on this site before RMA. I knew before I called them that it would be sent to the North Bay location in Ontario. US customers get sent to the Texas facility, Canadians to Ontario, hence my snide remark about the Texas center. If I had to send it to Texas I would've cracked the case open and tried the repair myself.
Their RMA tracking site is slow, mine was stuck at waiting for repair then suddenly change to ship, all in all took a week for my RMA. I demanded free shipping as this was a defective hardware on normal use, they complied but stated they could not send free shipping label to Canadians only to US customers, probably a BS line.

Long delay for replacement devices

I'm sure its no surprise, but just wanted to post my experience as an FYI.
I filed an RMA on 12/2 (my screen has a small row of dead pixels)
I have yet to get any shipping info as to my replacement , even though their policy is within 4 biz days.
I've escalated my case several times, and all they tell me is, "We don't have any of these devices"
Strange that they didn't keep a few behind for defect replacements, oh well.
Why do they never make enough Nexus's on launch?

same issue. i waited over a week (9 days) b4 ot was overnighted via fedex

Cybertronicz said:
I'm sure its no surprise, but just wanted to post my experience as an FYI.
I filed an RMA on 12/2 (my screen has a small row of dead pixels)
I have yet to get any shipping info as to my replacement , even though their policy is within 4 biz days.
I've escalated my case several times, and all they tell me is, "We don't have any of these devices"
Strange that they didn't keep a few behind for defect replacements, oh well.
Why do they never make enough Nexus's on launch?
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It would be helpful if you mentioned who you purchased from/RMA'ed with.
And you can thank people who frivilously exchange devices because there was dust in the box when they unsealed the box, or a fingerprint on the screen

I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.

Cybertronicz said:
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
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I would think that it would be better with Motorola, since they make the product and ship right from the factory. You could literally end up with a device that rolled off the assembly line within hours before.

Cybertronicz said:
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
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Did Moto keep a pending charge on your cc that whole time? I filed an RMA with them yesterday because of a large strip of fading on my screen, and they pended a charge to my cc instantly but that was the last contact I had with them.

If you have pending charge then you did the advanced RMA. I did that the night of the 16th around 9, it shipped out today and will be here Monday. So it's only going to take 4 business days from when I placed RMA to receiving a replacement. Once they receive my device the hold of $557 will be off. I purchased mine directly from Motorola's website.
What version of the device you got may also affect the turn around. Mine was a 32GB CW
Also just FYI you technically won't be getting brand new devices. They are in Like New condition.

Just filed an RMA this evening with GPS. Expected to to leave warehouse on the 23rd with overnight shipping. We will see if it arrives on Christmas eve. Seemed easy enough with one quick call and a follow up e-mail. I'm assuming my pending charge will arrive once the device ships. Keep you updated when I receive tracking.

I didn't have a problem exchanging a blue 32gb nexus 6 under warranty with Google Play store. Received in two days after the phone call.

venturizhou said:
If you have pending charge then you did the advanced RMA. I did that the night of the 16th around 9, it shipped out today and will be here Monday. So it's only going to take 4 business days from when I placed RMA to receiving a replacement. Once they receive my device the hold of $557 will be off. I purchased mine directly from Motorola's website.
What version of the device you got may also affect the turn around. Mine was a 32GB CW
Also just FYI you technically won't be getting brand new devices. They are in Like New condition.
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Click to collapse
I did do an advanced RMA. I ordered from Moto and I bought a 64GB Blue. I was assured that my device would be brand new unopened, non refurbished.

The only reason I purchased from GPS is cause of the warranty and RMA...Google always sets aside units for RMA even my zen watch that showed OOS on play store that I rmaed got shipped a new replacement within a day.

Shattered my preoder N6 in Japan with an unfortunate drop. Assurian warranty services via ATT just replaced it in less than 24 hours. N6, 32gb, blue.

Well.. my camera started doing double exposures -either focus or optical stabilization is wonky, started getting bad around dec 18, and it has gotten worse since then. Clearly a hardware issue, after wiping/resetting- and some really funny pictures sent to Motorola. Their level 2 support was very reasonable, and I finally setup rma for advanced replacement on 30-dec.. and 7-jan I have not heard back yet. We'll see how long it takes. I'm hoping it is not too much longer.
I originally ordered a 32 gb Midnight blue direct from motorola on 12-Nov, received on 25-Nov, then RMAed with Motorola directly on 30-Dec.
We'll see how long it takes....

With Motorola selling a Moto X Pro that is basically the Nexus 6 I could see the replacements being delayed.