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Well I am still waiting on mine. I was told it would be 3 days and well its been a week.
After I called to get my tracking number I was told it was still pending so they were going to fill out a a recovery form to contact the warehouse to find out what the problem was and I should get an email after 24 hrs. I didnt. Called again was told that it usually take 72 hrs. No dice. Called again guy told me that they are having problems with the forms lately and its been taking 8 days... WTF!?I was also told that my order has been put in backorder status with no way of knowing when it would ship. But the guy didnt understand why the Vibrant wasnt on his backorder list. So we sent an email escalation to the warehouse which I am currently waiting on which he said would take 24 hrs.
This is just mind numbingly insane to me. Why cant they call the warehouse to figure this crap out. I have a phone sitting here that their update broke that I havent even finished paying off yet that Ive had for about a month and a half and they are telling me i have to wait to hear from them when it will be shipped. I left Sprint to get away from this kind of crap.
Call customer care back & say CANCEL. That will get you the customer retention dept. I filed my claim on the 14th after the OTA update bricked my phone & they couldn't get it to come back up. Expected it to take maybe 3 days. After the phone had not arrived Tuesday I was PO'd yesterday morning & called. They told me it was on backorder and I probably wouldn't have it until the 25th. Wrong answer. Got to customer retention and they took $20 off my bill for the inconvenience and supposedly overnighted a phone to me. We'll see if it arrives today.
sail4horizon said:
Call customer care back & say CANCEL. That will get you the customer retention dept. I filed my claim on the 14th after the OTA update bricked my phone & they couldn't get it to come back up. Expected it to take maybe 3 days. After the phone had not arrived Tuesday I was PO'd yesterday morning & called. They told me it was on backorder and I probably wouldn't have it until the 25th. Wrong answer. Got to customer retention and they took $20 off my bill for the inconvenience and supposedly overnighted a phone to me. We'll see if it arrives today.
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Ive been on the phone with CS multiple times and they have credited me back my shipping fee and my date usage for the month i will give them a call this afternoon again. I got an email address from the Live Chat person of soemone higher than them so hopefully I will hear back and let me know if you get your phone.
Also howd you get a date out of them they just keep telling me they have no idea.
That sucks, mine bricked with the OTA and they said it would be 7 days to get my phone, well it showed on the 18th (I must of called on the 8th)...
What is dumb is they sent text messages to the bricked phone letting me know (HA, I ODIN'ed back to stock and applied the update and my phone worked fine).
So now I have a replacement phone and my original phone - I need to goto the store or something and return the replacement phone, right? Or will they charge me $100 bucks for the replacement and if they do, and I keep it - am I able to get another replacement if it breaks?
jmerchant said:
That sucks, mine bricked with the OTA and they said it would be 7 days to get my phone, well it showed on the 18th (I must of called on the 8th)...
What is dumb is they sent text messages to the bricked phone letting me know (HA, I ODIN'ed back to stock and applied the update and my phone worked fine).
So now I have a replacement phone and my original phone - I need to goto the store or something and return the replacement phone, right? Or will they charge me $100 bucks for the replacement and if they do, and I keep it - am I able to get another replacement if it breaks?
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You should send it back I dont know if they would let you keep it they may charge you.
same here they credited me my data for the month, but still i want my phone back...i was thinking of odin back and recover but if they're sending me another phone i dont want to send them back a good phone...i guess ill just wait
CS is different from Customer Retention and you have to say cancel to get to them. Their job is to keep you as a subscriber. My guess is they have their own stock to pull from. The stupidest part of all this is there's a corporate store blocks from my house with a bunch of Vibrants in stock. Why Tmo won't give me one of those phones & replenish their stock is beyond me.
Send your phone back or they'll be sending you a bill for the retail price of the phone. When you got the replacement it should have included details on how to send the other back. If not, call.
I actually sent an email to the CEO with my complaints and they are assigning someone to my case. Waiting to hear back. But I will be calling when I get home.
I had to replace mine due to overheating, shutdown thermometer icon, said 7 days, came on 7the. Day. Call 611 ask for customer loyalty.
Sent from my SGH-T959 using XDA App
Same sinking boat...
I am actually in the same boat...I ordered an exchange back on 10/14 after my Vibrant went belly up after the update, ordered 3 day express shipping which should have arrived no later than Tuesday 10/19 and when I called to check the status they said it was on backordered status even though it wasn't officially backordered...until today that it. Samsung Vibrants for exchange have been backordered for replacements ordered 10/13 or after, and this information was just made known today...1 week after the fact! Submitting research requests will have no further luck as the shipment date is to be determined. It will simply arrives, when it arrives. Needless to say, I got the shipping charges refunded!
bretjrodgers said:
I am actually in the same boat...I ordered an exchange back on 10/14 after my Vibrant went belly up after the update, ordered 3 day express shipping which should have arrived no later than Tuesday 10/19 and when I called to check the status they said it was on backordered status even though it wasn't officially backordered...until today that it. Samsung Vibrants for exchange have been backordered for replacements ordered 10/13 or after, and this information was just made known today...1 week after the fact! Submitting research requests will have no further luck as the shipment date is to be determined. It will simply arrives, when it arrives. Needless to say, I got the shipping charges refunded!
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My stock vibrant went belly up after the OTA update on Oct 12. I asked for an expedited replacement. I was actually given the expedition for free.
Oct 12 - OTA kills my stock Vibrant. I ordered a new replacement phone at the store, and expedited shipping was free.
Oct 15 - phone was supposed to arrive. It didn't, so I called and asked whats up. I was told Oct 16 was the new date.
Oct 16 - Phone didnt arrive. I asked what's up. I was told Oct 21
Oct 21 - phone didnt arrive today. I called and was told Oct 25. I asked for some kind of credit to my account. Since I'm vibrantless for 13 days, they credited me 13 days of service. Definitely call customer service, ask for a supervisor, and explain you've been inconvenienced by not having a smartphone. they will credit you for the days you've been dicked over.
Oct 25 - we'll see what happens.
If I get a refurbished phone, I'm going to get that replaced too.
It took 9 days - including weekend - to get my replacement.
There is no way to know if you get a refurbished. And if you call in and say you dont want redurbished they will just tell you they have requested a new one for you but they cant control it. I am unsure if mine is refurbished or not. The plastic cover that came with it made it look like a refurb but it was manufactured in 10/10 and the sliding door.at top feelings like no one has uses it before.
Mine had the damn bootloader locked unlike my original so I had to do all this fevered reading about adb that I didn't have to do first time around, then BING, OTA and unlocked sbl,rerooted and back in the ballgame. I'm getting a refund for lost service and that cockamamie mobile TV charge which I never used.
Sent from my SGH-T959 using XDA App
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Oh and btw, it does take them a week or two to get the replacement approval processed.
Sent from my SGH-T959 using Tapatalk
ensonnosne said:
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Sent from my SGH-T959 using Tapatalk
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Did it come in the original packaging with all the accessories or just the phone itself? I ask this because I've never had an exchange before. Thanks
(they told me mine would just be the phone and to keep my sd card, battery and all the accessories)
No is just the phone with out the cover or batt.
I think they only give you the whole box if you report it stolen.
Sent from my SGH-T959 using Tapatalk
Okay. Thanks for your (quick) response. Much appreciated!
ensonnosne said:
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Oh and btw, it does take them a week or two to get the replacement approval processed.
Sent from my SGH-T959 using Tapatalk
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T-mobile is giving me hell about my phone since it was giving to me as a gift and the OTA screwed my phone up. They say my phone doesn't have a manufacturers warranty.
I paid for overnight on a sunday I had to cal back thursday and threaten a company switch, phone arrived next day at 1:40.
Sent from my SGH-T959 using XDA App
First post, hope this is in the right section.
Like many Nexus One users my power button failed the more I used it, getting to the point where the only way I could turn on the phone was through the battery removal trick. Finally frustrated with this I contacted HTC on Monday afternoon, January 24th, 2011 to ask if this was covered under warranty, and surprisingly HTC said yes and would honour the warranty even though I was not the original owner. I opted to do the send mobile in and get it repaired method.
HTC e-mailed me a Fedex label the next day and I sent out my phone on Tuesday night, January 25th. Fedex was quick as usual even though there was poor weather on the route early Wednesday, and HTC ended up receiving the phone in Texas on Wednesday afternoon.
After playing around with my phone for about an hour after they received it, HTC decided to repair it! They sent it out later that night, and I received my working phone Thursday afternoon, January 27th!
I should add, I sent my phone in with the bootloader unlocked and rooted, however I wiped Cyanogen 6.1 off and restored it to the default ROM just to be safe. They sent if back to me with the bootloader locked and unrooted.
HTC customer service is excellent, and sorry about writing the novel above, I just wanted everyone to know about my good experience with HTC!
Good to hear you had good experience
Sent from my EVO 4G using XDA App
Thats awesome! Havent had mine fail yet, am ordered right after they started selling it. Nice to know there is at least one company with good customer service out there.
I just wanted to share my RMA experience.
I had been experiencing the random reboot/deep sleep issue.
This is when the device reboots when put into sleep mode, then when recovering from that reboot, goes into a deep sleep that can only be broken by holding the power button ion for 20 seconds. After an extensive troubleshooting period here with some bright minds at XDA, it was determined definitely not a software/OS issue.
So I decided to send it in for repairs. This was rather disheartening because of all the bad posts around here regarding the RMA process. I did not want to go through the RMA process, but did not have a choice.
I called ASUS repair, ( Canada) and created an RMA. The tech will ask you to go through the regular troubleshooting guide that they are trained to. One of these is resetting the tablet, through the stock recovery method. However, if you do this, a RMA will not be created then, as they will ask you to then go about your way and see if you have any more issues, delaying your RMA. I had informed them that I had already done that a few days earlier and was still having the issue. An RMA was created. I sent the device off the next day via Canada post. I packed it in the original box and used Canada Post’s largest bubble envelope. Marked fragile.
The tablet got to their repair center from Alberta, to North bay, Ontario, two days later. According to tracking, it arrived in the afternoon and was accepted by ASUS. The very next day, my RMA status was updated. Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished
Awesome! It went out next day via UPS. Two business days after that I checked the tracking status and it was “Out on truck for delivery”
Later that day I received my tablet. In total the tablet was out of my hands for about a week and a half. And only because of weekends.
I was so worried after reading the RMA horror stories around here that I took video of my device’s condition before hand. I took video of the serial number, the screen and case etc. However, my device returned back to me in perfect condition.
I couldn’t be happier about my RMA experience, other than the fact it had to be RMA”d in the first place, but it is what it is,
To those wondering, they replaced the main board. This has corrected the reboot issue and I am now falling back in love with my transformer!
Great..thanks for sharing the story with us..
Asus's RMA service in UK is also very good..
i had the same probs (+battery drain). after the first repair (5 weeks) they replaced the dock, batt drain issue was gone, but the deep sleep/sleep of death issue remained. again in repair. after 4 weeks i got him back. deep sleep issue remained, at the side it was damaged (both tablet and dock) - i suppose it fell down.
the shop (mediamarkt - netherlands) gave me my money back, i bought a new one, today.
so with the repair i was not that lucky. i cross my fingers for this one. i looked into the slider, but decided to go for the transformer (partly because of the extra battery).
Sent from my Transformer TF101 using xda premium
My dock was experiencing the battery drain issue. I thought that the RMA process was going to be terrible, due to the troubleshooting support on the phone. However my dock was sent out within 4 business days of receiving. When I got it back it was in perfect condition-no one had really dicked around with it and broke it like some other users have reported here.
The only real issue was with those lazy assholes at purolator drove right by my house without even trying to deliver it.
The dock went to northbay ONT. Btw
Here in Mexico the service is also really good, the first day I bought my Transformer it had some dust under the screen, soo I call Asus to complain and the changed the TF the same day, they called the store from were I boughted so they gived me another one, no questions.
Went through the rma process to North Bay too, and they fixed it good. I think they are very professional at this particular repair shop, for me too it was a repair and not a replacement (defective touchscreen) . It's been about 3 months and no issue whatsoever since then.
Sent from my Transformer TF101 using xda premium
good to hear, my dock i just shipped out on Thursday to the north bay, from the look here hopefully have it back soon after they get it i hope.
OP, did Asus Canada require a copy of a valid receipt?
Sent from my GT-I9100 using Tapatalk
bimmerboii said:
OP, did Asus Canada require a copy of a valid receipt?
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Nope they didn't even ask.
Mine came back in less than a week turn around time, was shocked ups *grumbles and curses about **** times with ups* even delivered it a day early.
Thanks Alakhai. Can you tell me what number you called for rma?
Edit: @skydirt: would like to know if you rma'd without receipt. Thanks
Sent from my GT-I9100 using Tapatalk
No receipt needed. From what I am told and understand, receipts are not necessary until the purchase date can exceed the manufacturers warranty cut off date. Since the release of all transformers do not pre-date March, there is no risk of that and they do not need to verify a purchase date; well until March rolls around.
Thanks. Can you tell me which number you called to arrange rma?
Sent from my GT-I9100 using Tapatalk
I called this number 1-888-678-3688
Thank again skydirt.
Before I send my Transformer for RMA, can someone confirm that my rom is the Stock Canadian Transformer?
Kernel version
2.6.36.3
[email protected]#1
Build number
HTK75.US_epad-8.6.5.13-20110925
Ok guys, My Nexus 7 (8GB) had that issue where it dies, and will not come back on. So I called Google, and got the ball rolling on getting a replacement yesterday. I've sent mine back today, and I was reading on these, and other forums that people usually got there Tracking number same day as they ordered the replacement. I have only received a receipt, and the replacement tablet has not shipped yet.
So I'm wondering since the 8GB version isnt available for sale anymore according to Google Play will I have to wait longer. Am I panicking prematurely? Also when it does ship, is it just standard ground shipping or 2 day air?
Thanks guys, I'm going crazy without my N7. lol
Please someone answer?
Saberwulfe said:
Please someone answer?
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I got my tracking number a few days later.
Sent from my Nexus 7 using xda premium
Saberwulfe said:
Ok guys, My Nexus 7 (8GB) had that issue where it dies, and will not come back on. So I called Google, and got the ball rolling on getting a replacement yesterday. I've sent mine back today, and I was reading on these, and other forums that people usually got there Tracking number same day as they ordered the replacement. I have only received a receipt, and the replacement tablet has not shipped yet.
So I'm wondering since the 8GB version isnt available for sale anymore according to Google Play will I have to wait longer. Am I panicking prematurely? Also when it does ship, is it just standard ground shipping or 2 day air?
Thanks guys, I'm going crazy without my N7. lol
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It's going to be 2 days air. After you use the RMA link to make the pending purchased, you will just need to wait it to be shipped. It's gonna arrive your house in two days "only" when the device is shipped from their warehouse. You just need to be patience. As long as you order the replacement, it will come to you.
zxcv106106 said:
It's going to be 2 days air. After you use the RMA link to make the pending purchased, you will just need to wait it to be shipped. It's gonna arrive your house in two days "only" when the device is shipped from their warehouse. You just need to be patience. As long as you order the replacement, it will come to you.
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Ok so I can expect it to take longer because they no longer sell the 8GB version, right? I placed my order on the 13th, and the receipt email says its going to be a new 8GB. I wonder how they will get an 8GB if all they make now is 16GB and 32GB? lol
Also I shipped my defective tablet off, and it has already reached its destination. Will this perhaps speed things up?
I really need my tablet asap. ;-(
Still hasnt shipped. I ordered on the 13th, and today is the 15th. Should I call?
You'll probably get a refurbished 8gb model. I'm sure they have a stockpile of those.
Sent from my LG-VM670 using Tapatalk 2
I've been fairly hesitant to send in my Nexus 7 in for an RMA die to the abundance of negative reviews, but i decided to give it a shot.
I had some phantom touch issues, sticky home button, as well as some issues while transferring data from tablet to PC.
I sent the tablet to Asus on September 6th via Canada Post express and aids received it on the 10th. The status appeared as "product repair is in progress", however it stayed that way till the 16th. On the 16th I woke up to an email saying that the tablet had been repaired and is on the way via Purolator Express.
Upon further trading into the email I realized they messed up the address and forgot to mention the apartment number and buzzer code, hence I'd have to pick it up.
Having spent 1.5 hours waiting for the Purolator driver to come in, I finally received package. Inside I found a new replacement for my N7.
TL DR: RMA sent on evening of 6th September, replacement N7 picked up on 17th September. Other than minor shipping issues (ASUS provided my incomplete address) I'm satisfied with the experience. So far so good.
Sent from my Nexus 7 using xda app-developers app
My turn around time was good as well (about 10 days) ,however ,having to pay to have it shipped is lame (that and the new warranty/serial number sticker with wet ink!). That said, they didn't resolve the ghost screen issue at all. Mine worked ok for a few weeks then started up again (my guess is they installed some patch or different drivers). Works fine now though, thanks to SyphOnX's fix posted in the "Nexus 7 Screen not responding to touch sometimes?" thread in the N7 Q&A, Help and Troubleshooting forum. I guess sometimes if you want it done right, you have to do it yourself.
How are Asus with unlocked bootloader devices? My N7 has completely died but it had PA installed on it when it died I have a feeling they won't want to repair it.
Sent from my LG-P768 using xda app-developers app
I'm newish to all this but I'm sure with PA on it the warranty will be null and void. See if you can revive it and revert it back to stock before rmaing it (although you may not need to at that point).
Opening the case is a cinch, I used regular tweezers, lol, and everything under the hood is very well laid out. If it's a replacing something issue you shouldn't have a problem.
Sent from my Nexus 7 using xda app-developers app
Recieved new Nexus 7 after RMA
I'd just like to give my experience with Asus RMA. I've had an unlocked bootloader and been rooted since day 1 back in January, but I've also had screen phantom touch issues and unresponsiveness. I delayed sending it back as it was not too bad but last month it got really bad, so I went for it. After I requested the RMA I used Nexus Root Toolkit to unroot and re-lock my device, then set it back to completely stock. (Look up Nexus Root Toolkit and get it its some great software). I wrote up a very thorough description of the issue as I was instructed and sent it off from Nebraska to Texas. 10 days or so later a new Nexus 7 showed up at my door, with no touchscreen issues or anything. I recommend anyone who has issues with their nexus 7 to send them in, especially if you're nearing that end of warranty period. It's awesome top have an unscratched and perfect Nexus 7 just a few months before my warranty ends, do lock up that bootloader and send 'em in!
And to avoid confusion, I received a new Nexus 7 (2012), NOT "The New" Nexus 7 (2013) haha but that would have been awesome!
I'm currently waiting on my n7 to come back from its 3rd repair for failing to boot. I've never rooted or unlocked my tablet. I bought it march of 2013. 3 repairs for essentially the same problem. I honestly feel that my wifes samsung galaxy tab 2 is a better built device. Im posting this with her tablet. She treats her tablet like crap whereas I've treated my n7 with the utmost care. I paid for the shipping the first time but was given prepaid fedex shipping these last 2 times. This could well be my last nexus tablet.
Sent from my SCH-i705 using XDA Premium HD app
Yeah I've had good experiences too. I have always done an advance swap - receive the new tablet first, transfer all my files and a nandroid backup, restore to new device, wipe the old one, reinstall stock ROM and relock bootloader, send it in.
I have never had to pay for shipping. The same day they order the advance swap, I get a prepaid shipping label by e-mail. This is in Vancouver BC.
I've done two swaps, both because the speaker was blowing out.
My order for the original tab was right on launch day which means my original warranty expires in three weeks. My credit card entitles me to a second year but I probably won't be able to do an advance swap anymore.