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Completely Unsatisifed with Brando.uk Accessories

i bought desktop dock with spare battery charger for a Sprint HTC Touch Pro
got it in the mail today.
it charges the phone, and i guess the battery charger works, the indicator light sucks however. it's always lit green even when a battery isnt in it.
and the dock doesnt sync to the computer like it should.
i got it to do it once, but it wont do it again.
its dumb.
completely disappointed after waiting 2 weeks for this.
i filed a claim with them and i want a full refund.
the silicon case i bought was also terrible. rubber was cut jaggedly and looked as if it was ripped.
just terrible.

DoughStackzHF said:
i bought desktop dock with spare battery charger for a Sprint HTC Touch Pro
got it in the mail today.
it charges the phone, and i guess the battery charger works, the indicator light sucks however. it's always lit green even when a battery isnt in it.
and the dock doesnt sync to the computer like it should.
i got it to do it once, but it wont do it again.
its dumb.
completely disappointed after waiting 2 weeks for this.
i filed a claim with them and i want a full refund.
the silicon case i bought was also terrible. rubber was cut jaggedly and looked as if it was ripped.
just terrible.
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That's bad - unusual for them too... I've been using them for years now since my first Pocket PC phone which was a Siemens SX45 (look that one up!). Always had great service out of them, and courteous responses to my email. When I ordered my eeePC crystal case I got the wrong one by accident and they immediately sent me the right one no questions asked, and once the clip form my leather case broke after about 3 months, I asked about getting a replacement expecting a cost, and lo and behold a whole new case and clip arrived free of charge!
Give them a chance to sort it out for you.. which cradle did you go for? The basic square one or the new Kidigi one? I have gone for Kidigi and am awaiting it's arrival form them.

well, i didnt say i was unsatisfied with the customer service.
i just contacted them today and waiting to hear back.
so i didnt mean to sound as if i HATED them.
but now i'm debating whether its even worth sending the stuff back and waiting 4-6 weeks.
at least the charger still works. ill just buy another cradle just for the computer i guess.
this is the one i got.
http://shop.brando.com.hk/prod_detail.php?prod_id=02824&dept_id=005&cat_id=0199

they responded with an email and confirmed my order number, so hopefully they'll take care of the situation
as i said before, disappointed with the PRODUCTS, now let's see if the customer service can redeem it

wow. well you were right.
customer service is excellent.
they shipped me out a new item the next day.
awating arrival now.
hopefully this one works.
way to pick it up Brando, great customer service.

DoughStackzHF said:
wow. well you were right.
customer service is excellent.
they shipped me out a new item the next day.
awating arrival now.
hopefully this one works.
way to pick it up Brando, great customer service.
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Told ya! LOL NO seriously I'm glad they sorted it for you.

[Q] RMA turn around time?

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.

[Q] How should I RMA the keyboard dock?

Hello. I have two problems with my keyboard dock:
1. I let the battery drop to 0% once, and the battery in the dock no longer charges. The indicator light just blinks orange for the time it is plugged in.
2. The MobileDock Powersaver Mode thing that the Asus Rep posted about here on the forum does not work, meaning my dock is of an older firmware.
I purchased my Transformer and my Dock specifically for use during college. I need my dock back before I leave for college on August 30th.
My questions:
1. Should I RMA this? Or should I try to get Walmart, where I purchased it from, to take it back?
2. How should I RMA it? Should I mention the problem about the battery, or should I talk about how the powersaver mode does not work?
3. I am very concerned with the people at the RMA department of Asus not understanding me because they are foreign. These problems are hard to describe, and I hate dealing with people who don't understand me because it makes me feel incompetent.
Any help would be most appreciated.
Edit: I can't even find where to choose the Keyboard Dock on the USA Asus RMA page...

If you can take it back for a refund I would do that. A lot of places have docks in stock.

I agree that the store would be the quicker option. I have exactly the same problem on my dock and am sending it back to asus (rma) as I bought it directly from them.
On the rma page I just chose the eepad option and put the dock serial number and description of the fault. Got the rma number within a couple of hours.
(I used the European rma page which may be slightly different)

I contacted support about the battery drain issue and was told to RMA it.
BUT... the terms and conditions say that you need to return the device in its packaging with all parts and accessories that are mentioned on the packaging's contents list.
I am very happy with the tablet part, it has minimal light bleed and both speakers work well, there is no damage at all to the tablet. I am afraid to return the tablet part to them as I don't want to risk losing my data or ending up with a different tablet or perhaps mine back but scratched or damaged in some way.
Can I just RMA the dock? on its own?

My dock is getting picked up today for RMA, B50 version
Sent from my Transformer TF101 using XDA Premium App

CarsnGadgets said:
I contacted support about the battery drain issue and was told to RMA it.
BUT... the terms and conditions say that you need to return the device in its packaging with all parts and accessories that are mentioned on the packaging's contents list.
I am very happy with the tablet part, it has minimal light bleed and both speakers work well, there is no damage at all to the tablet. I am afraid to return the tablet part to them as I don't want to risk losing my data or ending up with a different tablet or perhaps mine back but scratched or damaged in some way.
Can I just RMA the dock? on its own?
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This is the rma info asus sent me once I had submitted the form (below) - If you bought them as a bundle but they have (I assume) separate serial numbers then you should be fine. I needed to send both back, and had to do 2 separate rma's because the SN field fails if you put both in.
Also note the bit about packaging - seems to contradict the ts&cs and even says that they will send it back in different packaging again.
_______________________________________________________________
How to send in your unit for repair?
A) How to Prepare Your Package?
We suggest you to pack the item carefully in a secure box with additional packing material. ASUS will not be held responsible or liable for damages resulting from improper packaging. Please note that the unit will be shipped back in different packing material.
We highly suggest you DO NOT send in the accessories with the unit. Accessories could be treated as filling material and thrown away, and ASUS will not be held liable for the loss of accessories during shipping and repairing.
Please offer the box open, and close it when our forwarder is there to pick it up.
Clearly indicate your RMA# (CZB6170623), name and address on the outside of the box.
B) Arranging your pick up date for repair!
DHL automatically come and collect the unit within two working days. If collection does not take place please contact the Asus contact center (details within your warranty card).
C) Important information concerning service
If your unit is outside the warranty period or damaged due to improper usage, a certain handling fee will be charged as soon as we receive the unit. Even if you decide to have the unit back without any repairing activity, this charge will be billed due to our transport cost and internal handling cost already occurred. Handling cost for UK and Ireland will be around xxxxx. Additional repairing and material costs may occur if you'd like to have the out of warranty or customer induced item repaired by ASUS. Asus reserves the right to modify the repairing costs for out of warranty or customer induced machines without prior notification.
ASUS is not liable for any software issues or any data loss on your hard disk during repairing or shipping. We suggest you back-up the important data and software before sending in your unit.
After repairing, when you receive the unit back from any forwarder, please open the package to check before you sign the forwarder's delivery note. Please put "damaged" on the forwarder's delivery note if any visual damage is present. If you have any delivery problem such as scratches which were not there when you sent it, or quantity different from the packing list, please call ASUS Hotline within 48 hours. After 48 hours from the moment of the delivery, ASUS will not accept any claims about the delivery damage.

Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.

meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
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3 weeks??!!! That is just terrible! I am NOT willing to wait 3 weeks to get my dock back! They should be sending replacements instead if they can't repair or don't have the required parts. What about the fact that out of that one year warranty you are not even using your unit because they are keeping it for so long?
They have admitted there is a problem with the docks. They are not paying shipping (for US customers), which they should be. They also should be replacing the affected units, NOT repairing them, especially since they don't even have parts!

meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
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Just to point out, there is a whole world outside the USA, and that things might be different, and different retail rules will apply.
But I do agree, Asus shouldn't be accepting RMAs if they can't turn them around promptly. I would rather keep my dock until they are ready to deal with it, rather it it sat on racking gathering dust.

CrazyPeter said:
Just to point out, there is a whole world outside the USA, and that things might be different, and different retail rules will apply.
But I do agree, Asus shouldn't be accepting RMAs if they can't turn them around promptly. I would rather keep my dock until they are ready to deal with it, rather it it sat on racking gathering dust.
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I agree with this. In the meanwhile, I am keeping my dock. When Asus has parts to do a quick turn around, or announces a swap program, I will get it replaced. This is not a major issue for me since I usually leave my dock on a desk with it's power plugged in like a typical docking station.

My RMA is going perfectly. I walked into the Asus service center, and I showed them the problem about the MobileDock Battery Saving, and told them about the dock drain problem. The tech went to his office for a min, came back and told me he needed to upgrade the hardware. He said he would order the hardware, and when I comes in he will call me so I can bring in my transformer's dock. He expects the hardware to be in the first of next week, and repair time to be a day or two. I didn't fill out any paperwork or anything. They didn't even look at the serial number. They recognized me from the last time I came in.
Also he told me fixing the MobileDock battery saving mode will fix the dock battery drain problem.
If you can physically go to an Asus service/repair center, it is so much better than doing RMAs via phone/shipping.

Where was this service center? Im seeing an "authorized" center in Atlanta but not sure if that is the same thing.
Mine doesnt do the power saving mode on my B50 or my girlfriend's B60.

meatlocker said:
Asus has had my dock now for 3 weeks with NO movement, other than 'Waiting'...I've called them 3 times, and nobody can give me a straight answer. At this point, I just want it back so that I can return it to my retailer. They can't even manage to make that happen.
If you RMA your item, don't expect a quick turnaround.
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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?

Warranty Charger Replacement

Hi guys,
Can anyone tell me how on Eart I go about getting the charger replaced under warranty? I've registered my TF on Asus' site but I'm finding it difficult to raise a request for this. Basically, the plug on the end of the charger keeps coming loose and my TF only seems to charge intermittently as a result of this. The charger is a little bizarre in my opinion. Could have been built a little better and they could have at least given us more slack with the cable! It is painfully short! Thanks!

Vipergrm,
I called the customer service number here in the US (888-678-3688) and waded thru the many menus until I got to the TF people and told them mine had just quit working. They gave me an RA number to return the bad unit which they plan to replace. I had purchased a spare just in case and now i am using that one as my main charger.[they call that playing the odds] I plan on building a good one using a 12volt 2amp switching power supply. There is a thread on how to do that.
Hope that helps.
hshoem1

Thanks a lot for your reply. So they actually want the charger back before they replace it? That's a total pain. Is there no third party ones available anywhere? I can pay about £3 for an iPod/iPad charger but yet the Transforner is £25 for some reason. Probably the same in US dollars. Oh well. I'll try find a second one here in the UK. I suppose a spare is always handy. Thank you!

vipergrm said:
Thanks a lot for your reply. So they actually want the charger back before they replace it? That's a total pain. Is there no third party ones available anywhere? I can pay about £3 for an iPod/iPad charger but yet the Transforner is £25 for some reason. Probably the same in US dollars. Oh well. I'll try find a second one here in the UK. I suppose a spare is always handy. Thank you!
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Mine died a couple of months back ..I called ...got a RMA ...sent it off and I got a brand new one sent to me. I had already bought a spare so no problem.
I believe (but don't quote me) a IPod/Ipad charger operates at 5 volts...a TF at 15 volts.....look up 15 volt chargers that put out 1200mA or more like on ebay...I'm sure your find they aren't the cheapest thing going.
For an alternative check out this thread....I have a simular one I made for a spare and keep the other extra TF one I bought in my travel case
http://forum.xda-developers.com/showthread.php?t=1087321

Customer Service

Asus's Customer service SUCKS! Their power cable/adapter crapped out on me and would not work AT ALL ANYMORE for me, I contacted them and they wanted me to send it to them and IF they couldn't fix it they'd send me a new one. Any other company would send you the new one and youd send the defective one back but no ASUS makes you pay for the shipping there and you have to wait for the dumb f***s to fix it! Very unhappy with their service!

Did you try putting the charger in the freezer in a ziploc back for 30 minutes?

Yes I adjusted the prongs and tried the freezer thing and it still didn't work.

search devcakes thread and get the aftermarket charger Both ac/dc and doesn`t get hot

Paying for shipping is becoming pretty common. Newegg and other places require it for returns.
Most places give you the option of cross ship on warranty if your are willing goblet them charge for a new unit if it is not a warranty issue.
Sent from my PC36100 using Tapatalk

I found a OfficeDepot had the spare charger with cable for $30. Might check and see if the one nearest you has one in stock.