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For those of you that have RMA'd your tablets in the USA, how long did it take for you to get the tablet back? I have to ship mine from NJ to TX since it won't charge and I was wondering how long I'd be without it.
It'd be great if they were along the same time frame as my previous RMAs from Western Digital (next day, but CC needs to be provided), Motorola (3 days I believe), and Asurion was about 2-3 days on getting me a refurb OG droid and later a brand new Incredible.
I sent my TF for screen repair to the Texas center. They received my TF on June 13th and I received it back on July 1st. For the two weeks at the repair center it was "waiting for parts" Never again will I send my TF to Texas.
Ouch, that sucks. Hopefully mine will be quicker since its a charging issue!
I just sent mine in today to TX. I don't know if there's any other choice of repair center for this repair.
RMA time
I sent mine in for a power button issue and dust under the screen. Arrived at the repair place in Texas Friday, July 15th. It left the repair facility on Wednesday, July 20th via FedEx Ground with a new daughter board and a new LCD.
Problem is the WiFi didn't work when I got it back so it went back on their dime. They got it yesterday. I called today because the Asus website won't recognize the new RMA number. They said it was in "repairing" status. Hopefully I will have it back on Monday or Tuesday (FedEx Ground is a 1 day trip from Texas to where I am), which will mean I have been without the tablet for 2.5 weeks. Bit of a bummer for something so new, especially the part about it coming back with something broken that was working when I sent it to them.
I will say there was no creaking and no gap around the LCD.
i called to set up rma today(set up but i aint really committing) im trying to way my options. i have a little back light bleed and dust under the rear camera lens. i donno if its gonna be worth my time and money(i have to pay shipping there they pay for it back)
im in toronto and when i asked where the rma center is in ontario(so i could drop it my self) he told me it was in north bay...wtf thats hours away where little people live makes no sense. when i google to see where it is i get
Canada Facility
ASUS Canada Service Center
Attn: RMA Dept, RMA# CAA1
802 Cochrane Drive, Unit 2
Markham, ON L3R 8C9
which is very close to toronto
so i donno, im gonna have to call back get someone else and see whats up.
Just got mine back today. Shipped it two tuesdays ago. It sat there for 3 days on "waiting for response", so I escalated, then I got the payment form, then it sat there for 3 more days, so I escalated again, then they finally shipped it late last week.
I had to have the bezel replaced, which they did, and apparently some other parts as well because my back cover is new (I can tell because it had some scratches that were identifiable). It is the same "guts" however as my Prime 3.1 was still there and functioning.
sent mine out on the 21st due to an issue with the power button. The texas service center received it on the 25th and completed repairs and shipped it out yesterday. Should have it by Saturday at the earliest.
sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ
They just emailed me back and said their average turnaround time is 1-2 weeks not including transit. Not the greatest, but not the worst. After owning the tf I'm starting to have a different opinion of asus.
Weird.
I checked this morning to see if they've received my TF (due to be delivered today). The status show "Ready for Shipping" back to me [email protected]#$? UPS still shows out-for-delivery. What's going on (no cross-ship deal arranged) ?
Mine says "Waiting for Customer Confirmation - Waiting for parts".
I've had no contact from them so I'm no idea what they want me to confirm.
starafire said:
sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ
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I got the same issue with the tracking number, it keeps coming back as invalid. I called Asus and was on the phone for about 30mins while they tried to figure out what was going on. After comparing and confirming the tracking number, they told me that they would have to call FedEx and find out where it exactly is.
I sent mine out on August 3rd from NJ via USPS 3 day shipping and it got to the repair center in Texas in two days. I just checked the Asus RMA tracker and it says that they're repairing my unit now, lets see how long the process takes until I get it back.
it looks like very product, so many repair and RMA request.
Sent from my GT-P1000 using Tapatalk
RMA turn-around times for most tech companies is 1-2 weeks. Distributors/re-sellers/etc. can have lower time due to existing inventory. Parts replacement is much more involved.
If you RMA a broken or dead HDD from Western Digital they will overnight you a new drive for free, provided you give them your CC# just in case you don't send the broken device back. I wish more companies would do that, it's an awesome strategy.
My new Tab 10.1 came to me without the ability to download updates. I contacted Samsung via an online chat and was sent a UPS label so I could return the unit for repair. They fixed it and sent it back to me in about ten days.
The device worked great for about a week until it developed a new problem. After being on for about five seconds, the Tab would go to sleep. It worked fine but the only way I could keep the screen lit was to tap it every couple seconds.
I contacted Samsung again via chat. This time my advisor was sub-par. He eventually determined that the unit needed to be sent in again and told me that I would receive another UPS label by email within 24 hours. That never happened.
The next day, I contacted Samsung again via chat and was told that they would request the UPS label again and I should have it within 24 hours. Again, I never received the return label.
Frustrated, I called Samsung and this time got an agent who actually wanted to help. Within minutes, I had my return label. My concern, however was that with Christmas a little more than a week away, my chances of getting my unit repaired and returned in time for a scheduled trip were very slim. On a whim, I asked this agent if there was any possibility of getting an advance exchange. To my great surprise he said that it might be possible.
I was transferred to another department and spoke to a charming young lady who told me that if I would allow her to put a credit card hold in the amount of the cost of the device, they would send a replacement out today. The hold would be taken off my card as long as I returned the defective unit within 30 days.
Wow! I did not expect that. In addition to getting great service, I was told that my replacement unit would be new, not a refurb. I am a very happy camper.
If anyone from Samsung ends up reading this post, please pass on my thanks to Deseree W in the Executive Customer Relations department. She made my day in a very good way.
Bob
I've always had good dealings with Samsung... It is kind of a pain to send the device in as opposed to the Apple way of just going to a store but it works and its good to know they will send out a new unit if needed by placing a hold on a credit card...
I was one of the many who had their transformer go into an endless reboot series of the epad screen when my unit "upgraded" to ICS. After trying 10 second, 30 second presses and who knows what else I finally sent the unit back to the Texas service center. I'm not in a particular hurry, since I plan on selling this when I get it back anyway - but unlike the other two times I've done an RMA (first time was a non-functioning power button, second time was for a dock that would not hold battery power) this time although I know they got it back 4 days ago (ups signature of receipt on their end) the RMA is still showing as not being received. When I tried calling the CS number various times to see what's up, the number just rings for a while and hangs up. I'm wondering if everyone else is experiencing these delays? I guess it makes sense, there's no telling how many units they bricked and the standard answer they give people is to rma the device - so I'm assuming they are totally overwhelmed? Again, I'm in no huge hurry since I've move on to an Acer W500 running Windows 8 (had it about as long as the Transformer without a single problem) but just warning other people that rmas may take a while!
I've had to send out my charger, dad's charger, and my TF all at different times to be repaired at the Texas center. They don't take more then 7-10 days, but they are slow on updating the RMA status on the site. For my TF it went 5 days with their site showing device not received, then on the next day it showed received, inspected, repaired all at once.
The repair center isn't owned by Asus, it's another company (forgot their name) that Asus (and other electronics companies) have a contract with for repairs.
I wouldn't be worried about it until 7 days or so pass and still no update.
I've used the Texas center twice. The first time they never updated the ASUS page, the second time the update was made after I received the unit, in about four days.
Same Story
I sent my Transformer into Asus, and they got it on Monday (not open on Sat., although USPS shows it delivered on Sat.) I still have yet to see anything update on their site and all the reps. I have talked to just tell me that they have it.... Can someone please tell me whats going on?!
- Jai
They finally noted it as received after 5 days. It's been in repairing status for 2 days, but that's ok. I'm in no rush, I was just a bit concerned because the past 2 times I sent it there they were much faster in showing it as being received.
finally!
After waiting since Monday, my Transformer is showing in the system and has the status "Repairing"... Anyone have a guesstimate as to how long before I can expect it back?
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.
I just got my OnePlus 5 today and I started using it for about 30min and then the screen started freezing and locking up and then finally when all colorful static (tv snow). I think its a back connection as i can still unlock the phone with my thumb and power it off buy holding power then taping the screen guessing were the power off button is. the sounds for the unlock work to.
If anyone has an idea to fix this that is not going to void anything please let me know.
ReaperII7 said:
I just got my OnePlus 5 today and I started using it for about 30min and then the screen started freezing and locking up and then finally when all colorful static (tv snow). I think its a back connection as i can still unlock the phone with my thumb and power it off buy holding power then taping the screen guessing were the power off button is. the sounds for the unlock work to.
If anyone has an idea to fix this that is not going to void anything please let me know.
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This has been a huge buzz kill ?
Nightmare. Get that RMA in!
You should send it back
kboya said:
Nightmare. Get that RMA in!
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Ya and to think I almost didn't pick it up tonight was going to wait tell Monday. Glad I stuck out on lunch.......
Well iv got the RMA in, part of me just wants to return and get refunded but it's such a nice phone.......
Chat Support.
So I talked with a live chat rep named "Lovely" about 30 min ago. I had made a support ticket and a RMA so i just put both the info and my order imie and location. Got routed over to a support chat rep. "Lovely" almost rate away. Lovely did the I need 2-3 min blurb, after Lovely came back they said they would approve the RMA and send me an email.
SO! I'm sending it back for replacement.........serves me write for buying it early.
anyway this is the email i got
"Hello ************,
Good day!
We have begun processing your RMA. These are the product(s) approved for return:
1. OnePlus 5
Please follow the steps below to complete the RMA process:
Step 1: Get prepared
• Please take the necessary precautions in making sure you back up all your data and remove any additional accessories or personal items from the device.
• Please include the receipt for your device in your parcel. This can be found in your OnePlus.net account under My Orders.
• Please be sure to include the official data cable and charger bundled with the device.
Step 2: Ship your device
• You will be contacted within 2 business days by our partner Futuretel. They will send an email to you with a pre-paid shipping label; please print this label and drop off the parcel at your convenience.
Please note: All returned products are subject to inspection upon arrival. Should the device not meet the conditions of our warranty, we reserve the right to have it resolved by either of the following two approaches upon your confirmation:
1) Customer will pay for the quoted repair fee to repair the device
2) Customer will can request to ship the device back unrepaired.
Please let me know if you have any questions.
Best regards,
Lovely"
Got a FedEx return label via email and it's been dropped off at a pick up point. Looking like it will be there on Tuesday.
ReaperII7 said:
Got a FedEx return label via email and it's been dropped off at a pick up point. Looking like it will be there on Tuesday.
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According to their promo video RMA should be finished and you should get a working phone within a week, you'll be able to let us know if they live up to the hype.
djsubterrain said:
According to their promo video RMA should be finished and you should get a working phone within a week, you'll be able to let us know if they live up to the hype.
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I will most definitely let everyone know how the RMA process goes. I also took a picture of the box and phones two IMEI's so I will be able to confirm that I do in fact get a new phone and not the same one.
I subscribed to this thread just to see how it goes. Good luck, OP! Let us know how it goes.
So my phone arrived at one of Oneplus' partner companies. As a result I opened another live chat to get an update on my RMA status. I got routed to Lois who was also quite nice and understanding. I asked for the status of my RMA and how long I would be waiting for my replacement. Lois informed me that the hole process could take up to 12 day after the parter company inspects the phone witch could also be up to 2 days. Which it's 14 days...... I think you all know were I'm going with this. So I asked to cancel my orders and send everything back for a full refund. Lois said they would only be able to do a parcel refund for the oterbox and extra dash cabal I ordered. So at this point I'm not happy and ask for my case to be escalated and that compensation be considered for my inconvenience.
So I got an email from OnePlus later last night. They have placed a new order for my Midnight Black 8/128. So if it ships today it should get to me for Friday. We will see....
Looks like the phone shipped out today got a tracking number emailed to me and the tracking number is saying it will be delivered tomorrow. Will let everyone know if I get the phone tammorow!
So I got the phone delivered today, send in the RMA later Friday night and iv got a new phone on the next Thursday. I'm quite happy to say the very least. We will see if this phone lasts longer as oneplus did send me a total new unit I looked at the IMEI's are in fact different.
Congrats OP!