Regularly I see horror stories about people who send their Transformer or dock for RMA, and something really horrible happens. Dock gets bent into a nexus s, dock cracked open like a nut, transformer screen repaired but transformer not working anymore....Totally not my intention to discredit those stories, but please dont form opinions based on those stories. I was horrified on seeing all the dock stories, and delayed sending in my B40 dock for battery drain fix for 2 whole months. Finally mustered up enuf courage , called Asus, got RMA, packed up dock in original box, and sent it in thru UPS. Reached asus in 3 b.days, repaired same day, dispatched next day, delivered in 3 b.days.took 7-9 days total.
It came in yesterday, and i was scared to open the box. I did however, and they had carefully packed it in the original box i had sent, with extra padding. The dock was perfect, no battery drain whatsoever(as far as i could tell, will check again today when i get back from work). Smoothest possible process.
The whole point of this discourse being, out of 1000 people, 300 found out about the dock, out of those 300, 200 sent it in, and 2-3 people had problems. they are not the rule, they are the exception. While they deserve full sympathy, it is by means an excuse to hammer Asus. IMO, they are doing a far better job of customer support than samsung, acer, toshiba is.No forcing of t****wiz s**t on customers,almost stock builds, regular updates, superb bundled softwares( aka Supernote & Splashtop!) excellent build quality of later models & publicly admitting fault, however minor. Go ASUS! [/end rant]
EDIT: My right speaker stopped working, one call to asus, sent it for RMA, came back in a week, perfect condition, excellent packing and shipping and service and everything. One more happy experience.
Here's another data point: Once I got my dock back it was fine. However... It took over 6 weeks. ASUS shipped my dock to the wrong customer and every time I called about it I was told that a manager would call me back. That didn't happen until about the 4th call, where I had to get a little abrasive to the rep I was talking with. I realize that he was only following procedure, but there was no other way to escalate since he couldn't transfer me directly to a 2nd level tech. Turns out my dock had been back in their possession for over 3 weeks and they didn't know what to do with it. So while the repairs were fine, the process was very irritating.
psycho2097 said:
Regularly I see horror stories about people who send their Transformer or dock for RMA, and something really horrible happens. Dock gets bent into a nexus s, dock cracked open like a nut, transformer screen repaired but transformer not working anymore....Totally not my intention to discredit those stories, but please dont form opinions based on those stories. I was horrified on seeing all the dock stories, and delayed sending in my B40 dock for battery drain fix for 2 whole months. Finally mustered up enuf courage , called Asus, got RMA, packed up dock in original box, and sent it in thru UPS. Reached asus in 3 b.days, repaired same day, dispatched next day, delivered in 3 b.days.took 7-9 days total.
It came in yesterday, and i was scared to open the box. I did however, and they had carefully packed it in the original box i had sent, with extra padding. The dock was perfect, no battery drain whatsoever(as far as i could tell, will check again today when i get back from work). Smoothest possible process.
The whole point of this discourse being, out of 1000 people, 300 found out about the dock, out of those 300, 200 sent it in, and 2-3 people had problems. they are not the rule, they are the exception. While they deserve full sympathy, it is by means an excuse to hammer Asus. IMO, they are doing a far better job of customer support than samsung, acer, toshiba is.No forcing of t****wiz s**t on customers,almost stock builds, regular updates, superb bundled softwares( aka Supernote & Splashtop!) excellent build quality of later models & publicly admitting fault, however minor. Go ASUS! [/end rant]
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I also have a dock with battery drain, it is the original model, bought the day it was released. I've been scared to ship it in due to the horror stories as well but your great experience makes it a little easier! Called and I'm shipping it out tomorrow, Thanks and I'll post back!
Sent from my Transformer TF101 using Tapatalk
I have to say my experience with ASUS was very good. I have had the nightmare of returning items for repair and can sympathise with those who experience problems (long suffering xbox 360 owner). With ASUS, the dock was returned to me in 3 days! It was so fast in fact that I thought the courier had returned the item as undeliverable or the repair centre had just sent the package straight back. This was not the case....no more battery drain
I had a great experience with ASUS RMA as well. Screen died on my TF so I finally decided to send it in for RMA. They repaired it the same day they received it and shipped it back the next day. It's now working perfectly and it doesn't even have the minor light bleed that it did before.
psycho2097 said:
Dock gets bent into a nexus s, dock cracked open like a nut
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really?? no 1 find that funny?
neways i do understand listening to horror stories can be quite painful, but its like driving, or a roller coaster ride. cars crash, roller coasters do fall off n people do die, but its extremely rare...n happen to a very small percentage.
sorry for the repetition, but its a subject very close 2 me. even my exp with asus has been very good, no light bleed, no speaker unbalancing, no major software issue.Happy panda!
I had a great experience as well(dock battery drainage). I had also lost my serial number for the dock so I thought they would send it back but, sure enough, I got it back and it only took about 5 days total for shipping and repair. Best part, they put a new S/N number sticker on it as well. Don't be scared to take the plunge. Asus is pretty good at this, it's just that people tend to only ever complain about a problem rather than proclaim when it goes right.
Dock Battery Drain RMA (B40 dock, B50 tablet)
Wed 10/5: Opened ticket on the Web and auto reply with 48-hours window for real response
Thu 10/6: Called service number, long wait, and asked for RMA. Got RMA with TX service location (I'm in VA)
Fri 10/7: Mailed the dock only via USPS to TX; also received email response to the Web request, with the same RMA #.
Tue 10/10: TX service location got the keyboard (Monday was USPS holiday)
Thu 10/12: Got email notice with Fedex GROUND tracking number
Tue 10/18: Received the same keyboard with Asus packaging.
Overall an ok experience with no hiccups. I taped a a handwritten RMA number to the keyboard just to make sure it wouldn't get mixed up.
What ASUS could have improved:
- Shorter wait on the phone, or quicker Web request turnaround (I wouldn't have called if they had responded within 1 business day instead of 2)
- Faster return delivery. I have had other RMA with other electronic equipment manufacturers and have had either 1-day mail or at most 2 days mailing option. They could taylor it the depending on customer's distance from the service center, and as a big company with enough usage volume, they should get a better rate anyway. No skimping and show your customer you are striving to reduce their downtime.
Based on the parts listed on work slip in the package, they replaced:
- the battery pack (07G031002901 EP101 BAT SDI LI-POLY PACK)
- the I/O board (90R-OK06IO40000Y EP 101 DOCK IO_BD./AS)
I got a question for some of you. How long after carrier tracking said they delivered your TF or dock did it take Asus to confirm via your RMA# on their website thattuey got it?
I ask because this morning FedEx tracking said my TF was delivered to Grapevine and signed for, but when I look up my RMA # on Asus' website, it says they haven't received it yet. Should I be concerned?
Sent from my PC36100 using xda premium
My Experience
My RMA experience is a little interesting. My problem is a tablet that does not work with the keyboard on the dock. I tried everything short of Rooting with no success so I finally caved and sent it in for RMA.
I sent my tablet in via USPS on a saturday. Everything went great. Their tracking system was wonderful and I recieved my tablet back 9 days later on monday. Very excited and ready to post a positive comment when I tested it to find out it was not fixed... No change. When I complained they said I should send it back in with a letter describing the problem (I told them I did the first time but sure)
Here is the good news... They paid for shipping the second time. yea. That's where things went bad. I shipped via fedex on tuesday and the tablet arrived on friday (last friday). we are now a week later and their system does not show the device as having arived. Every time I call they give me a speech about the fact that their system does not always show the item right away and I should wait 2 days for an update. When I complain they tell me that we are still within the 10 to 14 days.
If they hit 14 days (and yes I know I'm a ways away from 14 business days) with no update I have every intention of asking for a new device or a cash refund for the original price of the device.
Update
Just got a call from asus. They say the serial number doesn't match their records.
They have created a new RMA and are starting the fix.
RMA
Hi
England calling ... England calling ... !
after a couple months of sheer bliss with my EPad I am also caught up in the charging problem...
No charge from the supplied charger... after a few days of flaky its charging .... no it isnt... it is definately a dead parrot (sorry charger)
the Tablet would recognise the charger had been plugged in ....but no 'lightning' symbol on the info bar at the bottom of the screen...
dock the tablet and it all goes rather dead...
Bit scarey to realise that I had to return it to the Czech republic !!!
ye gads! do the British not fix anything anymore??
I asked the question to the UK helpline and they say it was made in Czech so it returns there...
tracked it on the Tinternet across on the cool UPS site but its been sitting there awaiting shipping since Thursday... (now sunday)
I expect 5 star treatment from ASUS as its duff goods .....
paid for on the credit card... no joy after another week I'll be on the telephone to the credit card...
but having said all that I am confident that ASUS will come up with the goods....
if they can make a product like the EPad they are OK in my book....
just dont let me down chaps !!!!
just my 2p worth
s
Sent my tf in for EMS last Monday. Got it back this Wednesday. Problem was fixed. No damages.
Btw, my issue was the colors got distorted and wavy (black looked red and white looked blue).
Sent from my SCH-I500 using XDA App
Sent transformer for RMA due to poor quality left speaker here in Norway. Was delivered to infotech.no. I sent it in 4 weeks ago, 1 week wasted because it was sent to the wrong technician, 2 weeks waiting for for the spare part to be delivered, now 1 week and still waiting for repair to begin. I´m used to poor service in this country but this is beginning to turn into a joke. Why is it the same problem only takes 3 days to repair if delivered all the way to the Czech Republic?
I myself would like to send my TF in for RMA as it has quite a bit of Backlight bleed at the bottom and sides but I have read many posts saying that you can get one back that is worse than what you sent. Does anyone know if this is true or have they fixed this issue? I just hate sending it in to get back another tablet in worse condition. My tablet model is the B50
I sent my charger in on 11/2
Tracking shows it arrived 11/4
I get an email statin they havent received it. I call 800 number to update them with my tracking number.
Waiting again.
So far, experience has been poor. Slow responses. (took 4 days to get a response from their "48 hour" statement)
No Tablet. No fun
I send my dock in for the battery drain on a Friday.
Got it back the next Tuesday.
Now that's a quick service.
Asus paid the shipping to and fromthe repair center in the czech republic.
I'm a happy Asus Eee pad user
well the Eeepad just left Vienna Austria according to the UPS Tinternet Tracking doobrie... marvellous...
if it comes back all sorted I will gladly tell all ..... and sing ASUS praises....
if I experience anywhere near what some on here have I can assure you ASUS will not hear the last of it..
but trying to stay positive ....
having used ASUS products on at least 30 PCs without too much hassle... they are generally a good manufacturer and take care in quality issues...
but that is no good if they cannot service their customer base effectively when things do go wrong... even if they are not directly involved in the process...they still have a duty of care to their customers...
1 bad experience tells a 100 potential customers dont touch 'em !
is there any collation of figures to measure how good/bad ASUS is doing .... ???
Come on ASUS sort these customers out on here that have had bad experiences with your products... they had confidence in you to buy your kit dont let them down...
as consumers we must keep constant pressure on those manufacturers that let the side down....
I hope ASUS is not 1 of them....
PaulHBK said:
I ask because this morning FedEx tracking said my TF was delivered to Grapevine and signed for, but when I look up my RMA # on Asus' website, it says they haven't received it yet. Should I be concerned?
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Don't sweat it... I had two RMAs with ASUS, and neither time could I get any status at all, and the calls to CS were giving me conflicting information. Their online systems are rather poor (or poorly updated)...
My second RMA (on the same unit) had light bleed introduced by the first RMA repair, plus the charger wouldn't work. I took it to the Grapevine TX site because I'm only 10 miles or so from it. I delivered it on Friday at 1pm. It was fixed satisfactorily and shipped back on Monday, and I got it on Tuesday. Great experience...!
jimbo34 said:
Sent transformer for RMA due to poor quality left speaker here in Norway. Was delivered to infotech.no. I sent it in 4 weeks ago, 1 week wasted because it was sent to the wrong technician, 2 weeks waiting for for the spare part to be delivered, now 1 week and still waiting for repair to begin. I´m used to poor service in this country but this is beginning to turn into a joke. Why is it the same problem only takes 3 days to repair if delivered all the way to the Czech Republic?
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I phoned asus to check on why the repair on the left speaker was taking so long. They informed me they were waiting to replace the power adaptor, the mother board, the screen and the speaker. What do they use to repair these things? a sledge hammer!!?
Related
I have some light bleed issues, but greater than that it seems under the glass there are marks that are slightly "stained". Most use it is un-noticable, but during dark videos or viewing pictures it is obvious, much like the bleed. Definitely a defect under the glass.
Are any RMA's out there being returned in a timely fashion? I don't know how it is affected by the shortages.
Eggroll822 said:
I have some light bleed issues, but greater than that it seems under the glass there are marks that are slightly "stained". Most use it is un-noticable, but during dark videos or viewing pictures it is obvious, much like the bleed. Definitely a defect under the glass.
Are any RMA's out there being returned in a timely fashion? I don't know how it is affected by the shortages.
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Depends on if they repair or replace. Mine was one of those bricked machines and they sent me a new one once mine was in their system.
Sent from my Transformer TF101 using Tapatalk
lacrossev said:
Depends on if they repair or replace. Mine was one of those bricked machines and they sent me a new one once mine was in their system.
Sent from my Transformer TF101 using Tapatalk
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So do you have any problems with the replacement they sent you? Light bleed, cracking, etc?
lacrossev said:
Depends on if they repair or replace. Mine was one of those bricked machines and they sent me a new one once mine was in their system.
Sent from my Transformer TF101 using Tapatalk
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Hey, also, are they on the cheap side? (does asus actually pay both shipping?)
thanks
I had to pay shipping when I sent my broken cable to them, seems like you'd have to pay shipping for the way there no matter what the problem is.
sackofnoise said:
Hey, also, are they on the cheap side? (does asus actually pay both shipping?)
thanks
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I paid for the shipping there, they paid for the shipping back. And the unit that i got back had similar levels of light bleed as the unit it replaced.
Sent from my Transformer TF101 using Tapatalk
What was the turn around time though? 5 business days?
maybe it's different in UK, all I did was to call the store, (Comet in my case) and the delivery guy came the next day with the replacement, and he also took the faulty unit back..
My display has some issues they told me I'd have to ship it back them and it'd be up to 15 - 20 business days for me to get a replacement.
Asus Transformer support is the worst ever. Evvveeeeeeerrrrrrr. If you can, at almost any cost, avoid dealing with Asus Transformer support, do it. (I say Transformer support because support for every other Asus product is handled separately.)
I was one of the ones who ordered it from NewEgg when they had it on sale the Thursday or whatever before the actual release date. I got mine on 4/26, realized the wall adapter didn't work and called up for an RMA on the wall adapter the 27th. After realizing how slowly the USB cable charges it, I called Asus back up to try to get a new wall adapter, and I was willing to pay for it. It was literally five or six calls before I got through to someone without being 'disconnected' (after being on hold for five or ten minutes) once I got to the Transformer support line. Their support staff is so incompetent, they didn't even know they had a cross ship RMA available. So, I fill out the cross ship RMA form, give them my credit card and all that, and the replacement wall adapter is supposed to ship within 48 hours (from Friday the 29th). Wednesday the 4th I call Asus AGAIN to see where my wall adapter is, has it been shipped, etc. No one can give me any information about it, and they tell me they'll have a supervisor look into it and get back to me within 48 hours. So, I call back two days later again (Friday) and it's the same bull****, no one in the customer service center knows a ***king thing, no one is in a position, apparently, to authorize a shipment of a WALL ADAPTER. Apparently these wall adapters are made out of gold.
So, the tl;dr version: For the Transformer Asus doesn't have so much of a "customer service" department as they have a "customer **ck you" department. Two weeks after my original RMA, ten days after a cross ship RMA, I've got nothing except a steaming pile of hate for Asus. And my Transformer pretty much sits connected on a USB charger 20 hours a day so I can get it up to *maybe* 80% charge and use it for a few hours at night.
FYI, I just sent off the transformer to the facility and it should be there at maximum Monday. Let you know how long it takes...
I don't think there is getting around the light bleed issues? It seems everyone has been experiencing some level of bleed?
p.s. paid shipping there Asus handles shipping back to you.
Just a general question; why in the world would a consumer have to pay to get a defective product shipped back for replacement????
does that makes sense?
I have no idea, generally most companies send you a box or envelope, at least an electronic label you can paste on a box.
rpavich said:
Just a general question; why in the world would a consumer have to pay to get a defective product shipped back for replacement????
does that makes sense?
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I agree 100%,it pisses me off.
Are there any updates to how long it took the RMA process? I am debating if I should just send mine back to Amazon or Asus at this point.
I sent a TF to ASUS via Fedex and according to Fedex it arrived 5/13. ASUS showed that they received it 5/16. ASUS shipped what looks to be a new (different s/n listed) TF 5/17 and it is scheduled to arrive at my house 5/23. Good turn time. I wished they could have overnighted the TF back to me, and still pissed that I had to pay shipping to get it to them.
how i do a RMA with them? i filled out the form on the asus support page but im not sure if they are giving me the RMA
haupman said:
Are there any updates to how long it took the RMA process? I am debating if I should just send mine back to Amazon or Asus at this point.
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If you bought it from Amazon then email them saying that you tried contacting Asus directly and you are not getting a reply. I did this a few times and they sent me out a replacement without any hassle next day delivery. They also give you 30 days to return the product at their expense. If Amazon had it in stock I definitely would have bought it from them but only BestBuy (UK) had them at the time. Nor sure what the UK returns system is like for them.
Paying for the return shipping is very normal in the Netherlands. However, the odd thing is... mine will be RMAed as well but Asus arranged DHL pick up... (without me asking for it)
vipergrm said:
If you bought it from Amazon then email them saying that you tried contacting Asus directly and you are not getting a reply. I did this a few times and they sent me out a replacement without any hassle next day delivery. They also give you 30 days to return the product at their expense. If Amazon had it in stock I definitely would have bought it from them but only BestBuy (UK) had them at the time. Nor sure what the UK returns system is like for them.
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My only question with Amazon is, how long will it be until they have one in stock they can send me? They don't have any in stock to sell at the moment.
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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Click to collapse
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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Click to collapse
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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Click to collapse
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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Click to collapse
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.
Click to expand...
Click to collapse
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?
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?
Sent from my GT-I9100 using Tapatalk
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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
I'm on my third RMA with ASUS for the Transformer... I figure some of you might want to hear my experience with ASUS service.
As the title above states, my dock's keys do not respond. The battery charges, the Ports work, and the touchpad works without a problem.
I'm a pretty tech-savvy guy, a back-seat hacker, if you must. Thus, the only thing that has kept me from opening this thing and jiggling the ribbon connectors is the warranty. So, I decided to send it in for RMA.
I get the kb dock back two weeks later. I was extremely disappointed when I docked the tablet to find that the problem was there right out of the box. They had "run diagnostics" and had not found anything wrong with it. Obviously, they missed something.
Well, I like to think that I'm a pretty reasonable guy, so I decided to give them the benefit of the doubt. "Hmm..." I thought... "maybe the problem is in the tablet itself and not the kb..." So, I call for the 2nd RMA and sent it along with the dock. To this shipment, I've had to spend $130 in shipping charges so far. To add insult to injury, they had it ready on a Friday, but I had to call in the following Wednesday to ask them to please ship my tablet since it was just sitting there. I got it the next day via FedEx.
I received my tablet the day before yesterday along with the dock. Once again, upon opening the packages, the keyboard keys were unresponsive; the merchandise had been returned to me in exactly the same state I sent it in.
I immediately got on the phone with ASUS, and the tech on the phone told me they had once again ruin diagnostics and had found no problems, and that I'd have to send it in again. I, understandably, was furious, and explained to him that I would not spend a single penny in shipping since they had my tablet and my dock and didn't bother to replicate my issue, and added that even if my tablet and my dock did pass their diagnostics with flying colors I didn't care if MY dock doesn't work with MY tablet. After talking to his supervisor a
RMA service center magically appeared 5 minutes from my house!
So, now i have my third RMA in the works for Monday. Hopefully this is the last, but realistically I think the picture is bound to complicate itself.
Bottom line with ASUS service... You get the picture... Draw your own conclusions
Thats terrible man. Bad enough you got a device thats defective, but making you pay to ship it and then NOT FIXING IT is unforgivable. Next step should be shipping it back to them with a well written letter outlining everything and 'keep it' at the end. Then doing a chargeback on your credit card. Any subsequent attempts to ding your credit would be resolved by submitting same letter to credit-reporting agencies. Just my $0.02.
Sent from my SAMSUNG-SGH-I997 using XDA App
This actually sounds like a good idea! Have you done this before?
rivera151 said:
This actually sounds like a good idea! Have you done this before?
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yeah dude this is why we have credit cards. you get the backing of a multi billion dollar company when you have problem with merchants. it's your right to file a chargeback.
if you have amex or visa they will replace/refund you even if asus doesn't. in particular, amex will double the warranty up to 1 year plus stolen/damage protection. My sister's ipod broke(white screen upon boot, 3rd gen nano) and amex sent my dad a check for $150 no questions asked. didn't even need to send the broken ipod in.
don't let yourself be held hostage by asus because of poor support or bad product
unfortunately i bought my first transformer with Discover card and they wouldn't cover it when it got stolen . i called AMEX and they said they would have refuned me!
UPDATE: Service center next to my home doesn't service equipment bought at Best Buy. Thus, had to call ASUS to reschedule RMA. Now, they tell me that if I download and install atk driver, the problem will be fixed.
WHAAAAAAAAAAAT?
rivera151 said:
This actually sounds like a good idea! Have you done this before?
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Haha no, I've actually had great luck with mine, I just give good advice. Only real issue for me has been screen dead spots, solved by touching the metal bezel of the tablet.
Sent from my Transformer TF101 using xda premium
I had my device stuck in RMA hell twice for a total of about 2 months. I originally sent it in for a white "cloudy" spot that developed on the screen. Got it back two weeks later with the worst back light bleed I've ever seen. Sent it back out that same day and it was stuck with their techs who repeatedly claimed no trouble found. Asked to speak to supervisors and was promised a call within "24 - 48 hours". I'd call back every 3 days telling the I never received the promised call, and they said the solution was to wait ANOTHER 24-48 hours. After about a month and a half they finally replaced my LCD and sent it back to me, but I'm disgusted with ASUS at this point.
Sent from my Transformer TF101 using XDA
Yeah, going through the same thing. I sent it back on an RMA because it totally died after the ICS update, they flashed ICS on it again (and it died again within 4 hours), sent it back again and now they've had it for about a month. I don't really care since I bought a Samsung Tab in the meantime which seems to be built a lot better and hasn't given me any problems - but I would like to get it back at some point to sell it. I've pretty much sworn off buying anything made by Asus based on my bad luck with the transformer and dock. This lack of customer service may be acceptable in China, but it's a good way for a company to crash and burn in the US and EU.
solom01 said:
This lack of customer service may be acceptable in China, but it's a good way for a company to crash and burn in the US and EU.
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Are you implying that somehow Chinese people are ok with lack of customer service?
....
I was finally able to hook my tablet up to another dock. guess what? the problem is in the tablet. the dock at the store behaved exactly like my dock. so I guess I am still stuck in rma hell without a tablet.
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.