Asus lost my dock! - Eee Pad Transformer General

2 weeks ago I shipped my dock back to Asus to remove the "feature" that drains the battery.
It was received according to the tracking information, the address was copied and pasted onto a shipping label so I know it was right.
The status website is unable to locate the RMA number that was emailed to me by Asus, when I called initially they confirmed receipt of the dock and it was being repaired.
Today I call and was told they have not received the dock and are still waiting for me to ship it to them. I demanded a manager but the rep refused and told me I never sent them the dock. I offered to give him my tracking information and he said that proves nothing.
At this point Asus is calling me a liar and has my dock. What recourse do I have here?

I say just keep on calling and demand for a manager every time until you get one

1st thing I would do is contact the company that shipped it to ASUS and get all the shipping and receipt details. It should have a signature, date and time of receipt. Then file a claim with the shipper stating that is was not received by asus. Let them assist in chasing it down. Either they will help prove asus received it or you can file a claim with them.

I called the post office, they said all they can do is confirm the address and it's receipt. He said I could open a lost package claim but it will be closed as soon as the person assigned sees that the tracking shows it was delivered.
I am at work right now so can't spend all day calling Asus over and over again but taking half a day and will try this afternoon.
Does anyone have a number to a higher tiered support?

Try asking then about in on their Facebook page. I don't have Facebook, but I believe they do.

decepticon said:
I called the post office, they said all they can do is confirm the address and it's receipt. He said I could open a lost package claim but it will be closed as soon as the person assigned sees that the tracking shows it was delivered.
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If you have verification of delivery, that's all you need to provide to Asus. Doesn't matter if someone sat on it, lost it under a pizza box, or whatever. Once it's delivered, it's their problem.
If the Asus support line won't let you escalate, I suggest you post on the Asus Facebook page(s) and perhaps PM kimi_Q on XDA, who seems to be an Asus employee. And, the next time you get a disagreeable Asus tech, ask for a name or at least initials.

Are these people even ASUS? I seem to get the vibe that the repair centers, like most, are just contracted "Bubba's Computer Fixin'" just like everything else.

I called back, a manager told me to wait another week and then they will escalate it. He said the repair facility is backlogged due to the large number of repairs for the dock.
While I believe the last part, the first is complete BS. They should be able to scan it in that day, I understand not fixing it within 24 hours but to still not even acknowledge receipt of the device is absurd.
I posted on their Facebook about the issue. After years of supporting their motherboards and Eee line, this is the last Asus product I will ever buy.

decepticon said:
I called back, a manager told me to wait another week and then they will escalate it. He said the repair facility is backlogged due to the large number of repairs for the dock.
While I believe the last part, the first is complete BS. They should be able to scan it in that day, I understand not fixing it within 24 hours but to still not even acknowledge receipt of the device is absurd.
I posted on their Facebook about the issue. After years of supporting their motherboards and Eee line, this is the last Asus product I will ever buy.
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My dock shipped yesterday after being received in on 8/12 ( 4 days including weekend) Keep checking back on the facebook page as they have been known to delete posts they don't want users to see.

This dock fiasco is insane. ASUS needed to put out a recall and pay to have these docks returned to them. You send them your dock and they call you a liar and say they never got it? I call in and they say they've never heard of this dock drain issue before, but ask to send rma the dock at my expense. Unbelievable.
All of us with this dock issue need to file a class action lawsuit against ASUS. Are there any lawyers in the house?

That is exactly why I ship anything of value by either UPS or Fedex with signature required. Instead of try to save a few bucks & shipping stuff via the USPS.

If it doesn't turn up in a day or two, go Apple on them and get a lawsuit

jadesse said:
That is exactly why I ship anything of value by either UPS or Fedex with signature required. Instead of try to save a few bucks & shipping stuff via the USPS.
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This and tbh, Fedex ground can even be cheaper than priority sometimes.
Sent from my Asus Decepticon using Tapatalk

This seems to be the trend with asus..
Too many negative reports about asus already. Theyre on their game when releasing updates, but they need clean up their act with all these screw ups.
Bad tablets, bad docks, returned with damages, lost units...wtf asus?
And before someone gets their panties bunched up..
Yes..yes.. buy an ipad.

I got my complain "escalated to management". Facebook page --> Support --> Escalated support.
Got a response within 24 hours, and they sent me shipping label to have my tab end up at the repair center for the second time!

andrewklau said:
I got my complain "escalated to management". Facebook page --> Support --> Escalated support.
Got a response within 24 hours, and they sent me shipping label to have my tab end up at the repair center for the second time!
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Thanks I'll go that route when I get home today
Sent from my ADR6400L using XDA App

I think ASUS will resolve it if you can talk to the right people. Sometimes the USPS does screw up, so it is one of the two. But, if ASUS has an issue with USPS they should still resolve your RMA and deal with USPS separately.
Otherwise, you have the nuclear option: BBB complaint on both USPS and RMA.

Just escalated the issue via Facebook.
The BBB is useless as they have no authority other than to wag their finger at the company and I cannot file a complaint with the USPS as they fulfilled their end of the deal by delivering it.

Heard back from someone after the Facebook message who says they are looking into it

EP2008 said:
This dock fiasco is insane. ASUS needed to put out a recall and pay to have these docks returned to them. You send them your dock and they call you a liar and say they never got it? I call in and they say they've never heard of this dock drain issue before, but ask to send rma the dock at my expense. Unbelievable.
All of us with this dock issue need to file a class action lawsuit against ASUS. Are there any lawyers in the house?
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suing them are what ground?
they never specify that there will be no battery drain,
and the fact is you still do get 16 hours of continuous use as advertised.
you can only sue them if something is false advertised, but unfortunately they never made that claim about how long the machine can be standby for.
Don't get me wrong, from the consumer point of view, I do think they should fix this issue, and fix it quick, but suing them is a bit too much.

Related

[Q] How should I RMA the keyboard dock?

Hello. I have two problems with my keyboard dock:
1. I let the battery drop to 0% once, and the battery in the dock no longer charges. The indicator light just blinks orange for the time it is plugged in.
2. The MobileDock Powersaver Mode thing that the Asus Rep posted about here on the forum does not work, meaning my dock is of an older firmware.
I purchased my Transformer and my Dock specifically for use during college. I need my dock back before I leave for college on August 30th.
My questions:
1. Should I RMA this? Or should I try to get Walmart, where I purchased it from, to take it back?
2. How should I RMA it? Should I mention the problem about the battery, or should I talk about how the powersaver mode does not work?
3. I am very concerned with the people at the RMA department of Asus not understanding me because they are foreign. These problems are hard to describe, and I hate dealing with people who don't understand me because it makes me feel incompetent.
Any help would be most appreciated.
Edit: I can't even find where to choose the Keyboard Dock on the USA Asus RMA page...
If you can take it back for a refund I would do that. A lot of places have docks in stock.
I agree that the store would be the quicker option. I have exactly the same problem on my dock and am sending it back to asus (rma) as I bought it directly from them.
On the rma page I just chose the eepad option and put the dock serial number and description of the fault. Got the rma number within a couple of hours.
(I used the European rma page which may be slightly different)
I contacted support about the battery drain issue and was told to RMA it.
BUT... the terms and conditions say that you need to return the device in its packaging with all parts and accessories that are mentioned on the packaging's contents list.
I am very happy with the tablet part, it has minimal light bleed and both speakers work well, there is no damage at all to the tablet. I am afraid to return the tablet part to them as I don't want to risk losing my data or ending up with a different tablet or perhaps mine back but scratched or damaged in some way.
Can I just RMA the dock? on its own?
My dock is getting picked up today for RMA, B50 version
Sent from my Transformer TF101 using XDA Premium App
CarsnGadgets said:
I contacted support about the battery drain issue and was told to RMA it.
BUT... the terms and conditions say that you need to return the device in its packaging with all parts and accessories that are mentioned on the packaging's contents list.
I am very happy with the tablet part, it has minimal light bleed and both speakers work well, there is no damage at all to the tablet. I am afraid to return the tablet part to them as I don't want to risk losing my data or ending up with a different tablet or perhaps mine back but scratched or damaged in some way.
Can I just RMA the dock? on its own?
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This is the rma info asus sent me once I had submitted the form (below) - If you bought them as a bundle but they have (I assume) separate serial numbers then you should be fine. I needed to send both back, and had to do 2 separate rma's because the SN field fails if you put both in.
Also note the bit about packaging - seems to contradict the ts&cs and even says that they will send it back in different packaging again.
_______________________________________________________________
How to send in your unit for repair?
A) How to Prepare Your Package?
We suggest you to pack the item carefully in a secure box with additional packing material. ASUS will not be held responsible or liable for damages resulting from improper packaging. Please note that the unit will be shipped back in different packing material.
We highly suggest you DO NOT send in the accessories with the unit. Accessories could be treated as filling material and thrown away, and ASUS will not be held liable for the loss of accessories during shipping and repairing.
Please offer the box open, and close it when our forwarder is there to pick it up.
Clearly indicate your RMA# (CZB6170623), name and address on the outside of the box.
B) Arranging your pick up date for repair!
DHL automatically come and collect the unit within two working days. If collection does not take place please contact the Asus contact center (details within your warranty card).
C) Important information concerning service
If your unit is outside the warranty period or damaged due to improper usage, a certain handling fee will be charged as soon as we receive the unit. Even if you decide to have the unit back without any repairing activity, this charge will be billed due to our transport cost and internal handling cost already occurred. Handling cost for UK and Ireland will be around xxxxx. Additional repairing and material costs may occur if you'd like to have the out of warranty or customer induced item repaired by ASUS. Asus reserves the right to modify the repairing costs for out of warranty or customer induced machines without prior notification.
ASUS is not liable for any software issues or any data loss on your hard disk during repairing or shipping. We suggest you back-up the important data and software before sending in your unit.
After repairing, when you receive the unit back from any forwarder, please open the package to check before you sign the forwarder's delivery note. Please put "damaged" on the forwarder's delivery note if any visual damage is present. If you have any delivery problem such as scratches which were not there when you sent it, or quantity different from the packing list, please call ASUS Hotline within 48 hours. After 48 hours from the moment of the delivery, ASUS will not accept any claims about the delivery damage.
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
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3 weeks??!!! That is just terrible! I am NOT willing to wait 3 weeks to get my dock back! They should be sending replacements instead if they can't repair or don't have the required parts. What about the fact that out of that one year warranty you are not even using your unit because they are keeping it for so long?
They have admitted there is a problem with the docks. They are not paying shipping (for US customers), which they should be. They also should be replacing the affected units, NOT repairing them, especially since they don't even have parts!
meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
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Just to point out, there is a whole world outside the USA, and that things might be different, and different retail rules will apply.
But I do agree, Asus shouldn't be accepting RMAs if they can't turn them around promptly. I would rather keep my dock until they are ready to deal with it, rather it it sat on racking gathering dust.
CrazyPeter said:
Just to point out, there is a whole world outside the USA, and that things might be different, and different retail rules will apply.
But I do agree, Asus shouldn't be accepting RMAs if they can't turn them around promptly. I would rather keep my dock until they are ready to deal with it, rather it it sat on racking gathering dust.
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I agree with this. In the meanwhile, I am keeping my dock. When Asus has parts to do a quick turn around, or announces a swap program, I will get it replaced. This is not a major issue for me since I usually leave my dock on a desk with it's power plugged in like a typical docking station.
My RMA is going perfectly. I walked into the Asus service center, and I showed them the problem about the MobileDock Battery Saving, and told them about the dock drain problem. The tech went to his office for a min, came back and told me he needed to upgrade the hardware. He said he would order the hardware, and when I comes in he will call me so I can bring in my transformer's dock. He expects the hardware to be in the first of next week, and repair time to be a day or two. I didn't fill out any paperwork or anything. They didn't even look at the serial number. They recognized me from the last time I came in.
Also he told me fixing the MobileDock battery saving mode will fix the dock battery drain problem.
If you can physically go to an Asus service/repair center, it is so much better than doing RMAs via phone/shipping.
Where was this service center? Im seeing an "authorized" center in Atlanta but not sure if that is the same thing.
Mine doesnt do the power saving mode on my B50 or my girlfriend's B60.
meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
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What you need to do is ask for a supervisor. My TF was in for repair and it was waiting for parts for two weeks. I called and spoke to two supervisors and then the next day I got an email saying my TF was finally fix and ready to ship. Their RMA center in Texas is a Joke!
I sent my B5 dock to ASUS and after 3 weeks I got it back. MobileDock test still fails, but I only lose 1% of battery charge every hour with wifi turned off. Used to be 5% with wifi on and 3% without.
Yeah, did that last night. Lo and behold, this morning I see movement on my status ('Repairing'). The Texas facility is indeed in disaray, it would appear.
Sent from my Transformer TF101 using XDA Premium App
Mines been at the texas service center for over a month. Been bugging asus people about it the last couple of weeks. I bought the dock for the long distance flights I'm about to go on. I would definitely suggest trying to return it at wally world.
After having a terrible time trying to even get someone to answer the phone at Asus support (the phone would ring and, after a while, it would click) I called Amazon where I purchased it, explained how terrible the service was at Asus and they agreed to take the dock back even though it was a bit past their 30 day return policy. This was a real eye opener - regardless how great this unit may or may not be Asus USA is certainly doing a crappy job of customer service, especially since the problem is a manufacturing defect. Now that there are a lot of choices in the Android tablet world I am seriously thinking of just ebaying the tablet and case and going with another brand. If you purchased it any place but Asus I would strongly suggest that you take it back there if you need it in the near future. Once Asus has it you're pretty much at their mercy.
ryan stewart said:
Where was this service center? Im seeing an "authorized" center in Atlanta but not sure if that is the same thing.
Mine doesnt do the power saving mode on my B50 or my girlfriend's B60.
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The place I went to was a Asus service center.
Where I live there is this mall called "Sai Ge." The first 4 floors are stores, and there are at least a dozen Asus stores, not resellers, but actual Asus stores, all with the exact same products (I know it sounds strange, but this is actually quite normal for a company in China). On the 13th floor is a the sales management office. When I bought the transformer, I went there to haggle down the price on the transformer. On the 12th floor, is the service/repair center with Asus techs who do all the testing on site. There is also a couple of Asus distribution centers, and probably a Asus Headquarters in that building. Also, about 5 bus stops down the street there is another building with a Asus repair center, and a customer service center, and probably a manager's headquarters as well, all on the 18th floor.
In "Sai Ge," all of the major computer and computer parts companies have a dozen stores, service centers, repair centers, distribution centers and headquarters. Their are at least 20 name brands represented there. Everything from Asus to Lenovo to toshiba. Apple has resellers (no actual apple stores) and a genuine Apple repair center as well.
meatlocker said:
Yeah, did that last night. Lo and behold, this morning I see movement on my status ('Repairing'). The Texas facility is indeed in disaray, it would appear.
Sent from my Transformer TF101 using XDA Premium App
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Which number did you call to get to Texas repair center?
My status has just changed to:
Waiting-[WF3] Wait for Customer Confirmation-Wait for Spare Parts
Sigh.......
ASUS, why Accept RMA if you can't process them?

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?
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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!!?

asus warranty utterly useless?

i just sent my nexus in to asus due to screen lifting last week, they shipped it back a day after it was received and told me "repair complete", i was pretty happy about the "quick turnaround" which turned out to be nothing but a lie, they just took out my tablet, put it in another package and sent it back to me!
does anyone know if there is anything i can do about this?(i did not buy it from google play, and my 30day grace period with the retailer i bought it from is over)
There are a few manual fixes flying about general section.
This is a development forum only
tried all except the glue one(not doing it since it will kill warranty(although thats useless))
ohg my wrong forum...anyone know how to delete?
Ask a mod
Harry GT-S5830 said:
Ask a mod
Click to expand...
Click to collapse
ya i just reported it>.>
GOOGLE/ ASUS have lost there mind..
I would say call them and demand that they send you a shipping label to ship it back to them because its NOT FIXED..
I am having a Huge issue with google and asus..
I sent in my 16 gb to asus for a refund due to a screen issue. Asus told google i sent them a 8 gb device . Google is refusing to refund my money or ship me a device back.. I have threatened them with filing fraud charges with my Bank..My bank told me to ship the 8 gb back and let staples BOX IT and verify the serial number and that that device is what is on the shipping label.. I will do this tomorrow. Then the bank wants me to bring the tracking information on both devices to them and they will ISSUE A Charge back on google.. They say im not the first customer with this issue from GOOGLE PLAY.
they have my hands tied . having to do this i will STOP Using google all together if this is not made right today. As its the Deadline my bank manager gave them in her Phone call to them...
So do not let them win.. huge companies do not care about one customer leaving leaving them.
Sorry to hear about your issue and Very sorry if my post to you is off topic .. But its related to the LACK OF SUPPORT from these two TECH Giants . I will sell my phone on ebay and move to ms PHONE. if i must.. I know it will not solve nothing but atleast i will feel better about no longer supporting a company who could care less about me..
erica_renee said:
I would say call them and demand that they send you a shipping label to ship it back to them because its NOT FIXED..
I am having a Huge issue with google and asus..
I sent in my 16 gb to asus for a refund due to a screen issue. Asus told google i sent them a 8 gb device . Google is refusing to refund my money or ship me a device back.. I have threatened them with filing fraud charges with my Bank..My bank told me to ship the 8 gb back and let staples BOX IT and verify the serial number and that that device is what is on the shipping label.. I will do this tomorrow. Then the bank wants me to bring the tracking information on both devices to them and they will ISSUE A Charge back on google.. They say im not the first customer with this issue from GOOGLE PLAY.
they have my hands tied . having to do this i will STOP Using google all together if this is not made right today. As its the Deadline my bank manager gave them in her Phone call to them...
So do not let them win.. huge companies do not care about one customer leaving leaving them.
Sorry to hear about your issue and Very sorry if my post to you is off topic .. But its related to the LACK OF SUPPORT from these two TECH Giants . I will sell my phone on ebay and move to ms PHONE. if i must.. I know it will not solve nothing but atleast i will feel better about no longer supporting a company who could care less about me..
Click to expand...
Click to collapse
how i know what you sad...i had similar problem with my transformer.i bought n7 and same day bring the tf to warranty repair.after a day asus told me they don't pass my device in warranty,and reccomned me to not repair it due to the high price to repair( 2 years of warranty,11 months used,2 problems 1 battery broken and little broken part in display.i don't broke myself the display,found that little problem after that tab was leaved for a month in the original box waiting for bringing it to rms).if i knew this a day before,i didn't buy an asus device anymore.i bring devices to rma often and with many many manufacturers,but bad how with asus i didn't found with others.and when i see this things i feel so hungry that i would kick all the asus things in my house out of the window.
AznDud333 said:
i just sent my nexus in to asus due to screen lifting last week, they shipped it back a day after it was received and told me "repair complete", i was pretty happy about the "quick turnaround" which turned out to be nothing but a lie, they just took out my tablet, put it in another package and sent it back to me!
does anyone know if there is anything i can do about this?(i did not buy it from google play, and my 30day grace period with the retailer i bought it from is over)
Click to expand...
Click to collapse
lol I once send my 470 back to them for fan not longer working. I get it back and they said the same thing REPAIR COMPLETE. No lie here .. I notice again fan was not spinning and so this time I open it and lmao the wires are broke that connect it to the card. Just how did they test it if it got so hot so fast and stopped for me? So... yeah motherboards... they are really good at just make sure you dont have to RMA Sad huh.
My guess is you got the same TECH as I had. haha
erica_renee said:
I would say call them and demand that they send you a shipping label to ship it back to them because its NOT FIXED..
I am having a Huge issue with google and asus..
I sent in my 16 gb to asus for a refund due to a screen issue. Asus told google i sent them a 8 gb device . Google is refusing to refund my money or ship me a device back.. I have threatened them with filing fraud charges with my Bank..My bank told me to ship the 8 gb back and let staples BOX IT and verify the serial number and that that device is what is on the shipping label.. I will do this tomorrow. Then the bank wants me to bring the tracking information on both devices to them and they will ISSUE A Charge back on google.. They say im not the first customer with this issue from GOOGLE PLAY.
they have my hands tied . having to do this i will STOP Using google all together if this is not made right today. As its the Deadline my bank manager gave them in her Phone call to them...
So do not let them win.. huge companies do not care about one customer leaving leaving them.
Sorry to hear about your issue and Very sorry if my post to you is off topic .. But its related to the LACK OF SUPPORT from these two TECH Giants . I will sell my phone on ebay and move to ms PHONE. if i must.. I know it will not solve nothing but atleast i will feel better about no longer supporting a company who could care less about me..
Click to expand...
Click to collapse
finally got off the phone with asus, took 5 separate calls(first 3 ignored, the guys on the phone kept making excuses such as"i can't hear you", i even called myself after the 2nd one just to make sure there was no issue with my phone. on the 4th i finally got an rma number, and the fifth a shipping label(which they have yet to send to me, but i can wait.)
btw, should i pm someone specifically or keep waiting for a mod to move this thread(since i used the report button already)
oops i did not notice this was in the wrong forum area. If you reported it already they will move it to general.. I was just browsing from forum app.
it happens they will fix it and not scream to bad
good luck .

UK RMA Procedure NIGHTMARE

So I bought the Nexus 7 2012 32GB in November last year. Since then I've had nothing but problems so I'm finally deciding to send it back under the warranty.
I have light bleed (it's gotten worse over the months) and small screen lift on the left hand side, although to notice that you have to really look for it. On top of that the battery kept failing on me whilst on charge, which also seemed to be a big problem throughout, but I found guides online on how to fix that.
Now, I have my Nexus 7 and I want to get them to repair the light bleed mainly, because it really is bad. Is this covered under warranty? How do I go about sorting this out?
Also my device is rooted + flashed, how would I revert back to stock firmware and unroot it
P.S I didn't buy directly from Google, rather a high street retailer (Currys for those of you in the UK)
Bump?
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
I guess here's a good of place to ask of any since there's RMA talk.. Save a thread!
Just took advantage of the buy 2 get 1 free from gamestop. It was a pre-owned "scratch and scuff" sale. The roughest looking one seems to have a loose usb connection, IE move the cable towards the front, lose connection, move towards back, reconnected.
Any hopes of RMA'ing this? What are my options?
JonesL said:
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
Click to expand...
Click to collapse
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
itsmyname said:
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
Click to expand...
Click to collapse
https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
JonesL said:
https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
Click to expand...
Click to collapse
Sorry I didn't notice you quoted me
Regardless I rang them up, the nice lady told me she'd email me within a few hours and to reply back with a description of the problem and photo's. Did that on a Thursday (Mind you this is 28 days before my warranty runs out ) and I hadn't realised I got an email on Friday. So I rang em up again thinking I hadn't gotten a reply, the nice chap told me yep an email was sent and read out the email to me; Apparently the technician sent the reply saying can you take pictures of device with the device ON. I told the guy that the device was on, but it was just a black screen playing; that's the only way the screen bleed can be replicated on camera.
Nevertheless him and his colleague looked at it while they put me on hold for a couple of minutes and determined that it does seem to be an issue so to send it off to them. I had to request an RMA number from their RMA website but seeing as it was Friday evening that I spoke to them, I probably wouldn't get an RMA reply back til Monday, as it comes from the Netherlands. He informed me to describe the issue on the RMA form and to package the device up (not in it's original packaging) and to wait for acourier to come and pick it up on the Tuesday, that's once the Netherlands people get back to me on Monday.
So, so far so good with Asus, here's me hoping they've learnt their lesson with the freaking horror stories i've read about them all over. However it's not over yet;
I AM worried that they will try and fob me off, by sending me an unrepaired or a worse off device (which I've read has happened to lots of people) and then I won't be able to do anything about it once my warranty runs out! Where would I stand if that did happen to me (hopefully not)
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
abdulhamid1978 said:
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
Click to expand...
Click to collapse
The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
itsmyname said:
The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
Click to expand...
Click to collapse
As far as I am aware if they return the tablet and the original fault is not fixed your warranty will still cover you after 27th November.
So I spoke to Triage first thing today- the lady tells me that they have received the email with the receipt and defect pics- the senior engineer will have a look at it and to call back Wednesday. Thank goodness Triage aren't as incompetent as Asus (so far)
Last week, after being told 2 days in a row that I'll get a call back from Traige, which didn't happen, I decided to call them up on Friday before they closed. The lady was only able to repeat the same words to me "No fault has been found, the engineers have put it through extensive testing". After being frustrated with her, I spoke to Asus and the man told me OK we'll get back to you within 3 working days; Which obviously excludes weekends. So in reality I'd have to wait 5 days, all the while my warranty runs out. They assure me the RMA starts from the moment they issue the RMA, regardless of how long they keep it for. That's not what I'm worried about, What I am worried about is that they may send me my device back unrepaired which is a common thing I've seen on the web Asus do and by then it'll be too late to RMA it again (due to my warranty running out on the 27th of November).
Anyhow I received an email on Monday from Asus saying they will get hold of the repair centre on behalf of me ASUS SHOULD BE DOING THAT IN THE FIRST PLACE!!
I've had enough, I will call tomorrow and I hope to God it's god news. I don't even want the device back, just please refund me my money
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
Hello guys!
I have a N7 2013 LTE and I have no signal after a month. I would like to RMA it, but I cant find any info on Google Play how to do this if I bought it from UK Gplay. This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
Nexus5 X Tapatalk Pro
thefiqs said:
This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
Click to expand...
Click to collapse
Yep. This site what we need! There is the application form link. Just fill the form and they will send you the instructions by email. Cheers
Nexus5 X Tapatalk Pro

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.
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James, I found out that top line never changes, it is the bottom one which says "Product Repair is in Progress" which is where the update actually is. I think that top line is just a "Guide" to let you know the steps of the process. When mine went to "Repair is in Progress" it showed completed and shipped the next day. Good luck with that, hopefully they get it back to you soon.
Finally got the tablet back yesterday! It was shipped with just 40% battery charge so it made it easy to verify if the charger issue had been fixed. I'm not sure if I'm worried or not. The first thing I did was plug it in to the wall and check to see if it would charge. Right when I plugged it in, the wall adaptor made a little pop sound, but I wasn't concerned. I came back 10 min later and the adapter was HOT so I unplugged, let it cool, and tried again. It seems to be working fine now so I don't know what was up with that. Neexus 7 is all cherged up and all is well =)
ASUS should probably do some improvements to their RMA site. For some reason, the bottom set of comments now shows two lines of information for the repair items being complete complete. The information shows the serial number and dates from which they received the unit and completed repair. It also shows the UPS tracking number from when I sent the tablet to them. It would seem to make a LOT more sense if the second line included the FedEx tracking number associated to their shipment to me, but it doesn't.
The RMA page hasn't been very useful through the whole experience so I'm really not surprised.
Exact same issue with the tablet and exact same reply from ASUS
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
JamesShall said:
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
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Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
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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.
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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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