Related
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
Click to expand...
Click to collapse
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
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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Click to collapse
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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Click to collapse
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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Click to collapse
Don't sweat it... I had two RMAs with ASUS, and neither time could I get any status at all, and the calls to CS were giving me conflicting information. Their online systems are rather poor (or poorly updated)...
My second RMA (on the same unit) had light bleed introduced by the first RMA repair, plus the charger wouldn't work. I took it to the Grapevine TX site because I'm only 10 miles or so from it. I delivered it on Friday at 1pm. It was fixed satisfactorily and shipped back on Monday, and I got it on Tuesday. Great experience...!
jimbo34 said:
Sent transformer for RMA due to poor quality left speaker here in Norway. Was delivered to infotech.no. I sent it in 4 weeks ago, 1 week wasted because it was sent to the wrong technician, 2 weeks waiting for for the spare part to be delivered, now 1 week and still waiting for repair to begin. I´m used to poor service in this country but this is beginning to turn into a joke. Why is it the same problem only takes 3 days to repair if delivered all the way to the Czech Republic?
Click to expand...
Click to collapse
I phoned asus to check on why the repair on the left speaker was taking so long. They informed me they were waiting to replace the power adaptor, the mother board, the screen and the speaker. What do they use to repair these things? a sledge hammer!!?
I got my TF101 in mid-Feb. The same day as I got it (as a gift) it decided that it didn't want to power on. I went through all the tips on here (very useful, thank you XDA) but ended up having to send it in to get RMAed at the Grapevine, TX location.
Got it back on 2/25. Worked for two hours, then same problem. Started becoming more difficult to turn on, then wouldn't power up at all, despite being PLENTY charged. Called in, spoke to yet another ASUS rep, and ended up with another RMA. They paid for shipping this time (FedEx Super Saver, of course)
Rec'd the tablet back today. Seemed to be working quite well, even went through the update released on 3/20. Left to go to the store and was back within 30 minutes. Guess what!?!?? I no longer will power on anymore!
Called ASUS support AGAIN, demanded they cross-ship me a new tablet, and was pretty much told to stuff it, I need to send it in AGAIN. I asked for overnight shipping both ways and expedited service (the 2nd was to be expedited but I didn't get it back for nearly a month). This was, of course, also not an option.
I'm about to RMA it for the 3rd time.
If any of you are interested, here is a much more detailed writeup of my horrendous experience: http://www.tweaksforgeeks.com/hardware/2012/03/asus-transformer-tf101-rma-process-a-story-of-incompetence
I've written to Anandtech and TomsHardware, and while I doubt that it'll even get looked at by them, with any luck some spotlight on their defective product and incompetence will get something done. Wishful thinking, I'm sure.
Should've just gotten a new one by returning the broken one.
Yup, Asus is pretty terrible with RMAs. Seems like their repair centers can never fix it right the first time.
File a complaint with BBB.
Have you tried holding the power button for 10 seconds? This happens to my transformer too since i updated to ics. Full battery and the screen would just turn off. Nothing can be done except to hold power button for 10 secs
Sent from my Galaxy Nexus using Tapatalk
Where did you get the Tablet from? Most places will let you exchange it no problem if you got it retail, did the person who got it for you keep the receipt? If not I guess you didnt have a choice, but if you bought it from Best Buy or Walmart or something like that you should have just taken it back there and it would have probably been replaced with a brand new one on the spot
Same thing happened to my B40 TF101 a few months back.
One day the Pad just locked up then refused to power up (w/customROM onboard, by the way).
* RMA#1: TX sent it back with factory-HCROM. Stated "no issue found" but everything was wiped clean. It lasted about 1 day and no power-on again.
* RMA#2: Repeat RMA#1.
* RMA#3: I demanded a new motherboard or a different unit. They changed
out the motherboard (still-nvflashable). It has been working beautifully since.
Interesting, this is exactly what happened in my case, except I'm just on the second RMA. It is also a BK40. Everyone seems to think that holding the 'owe button will work, or holding the button plus volume, etc. Not in this case, the unit is completely dead. I'm hoping they fix it this time so I can sell the thing and buy anything besides an Asus. Anyone else with a BK40 having the same issue?
Between family & friends we have about 9 TF101s, about 5x B40s (I have two). One of my TF101 was dead (3x RMAs until TX actually did a repair). My niece's B40 screen just went dead two weeks ago, almost out-of-warranty. Her Tab was still running, just no display.
Threads like this make me think i should return mine and look into something else. I've had a few reboot issues since ICS updated with one power on issue but the last couple days have been fine. I have until 4/1 to make up my mind...
Sent from my Transformer TF101 using xda premium
I guess Im kinda lucky then (knock knock...). Havnt had a single random reboot/shutdown or freeze.
It died once, but that was because it ran out of battery
Ive had 1 semi-freeze though, not sure what caused it.
Mightve been a random Nova Launcher freeze, or the kernel played up a bit (using the OC'able ICS kernel, running at 1.4Ghz).
But after 1-2min it started responding again (with a message saying novo launcher didnt respond) and has worked flawless since.
I really really hope my TF wont start acting up as others have.
Edit: .... guess what. I just got my first random reboot. Damnit, I never shouldve posted this post! lol
Hm funny, it looped the first screen over and over untill I held the power button down for, oh i dunno, 30sec?, then it started.
I will tell you my experience with the ASUS RMA after i send it the 3 time.
I gave it to Saturn (german electronics mall), they send it to ASUS.
After 3 weeks,i got my TF back. Before the repair, there where scratches on the sides and back, the cam was blurry and so on.
I opened the box and was shocked, they repaired everything, even the scratches. (The device s/n is the same)
ICS was preinstalled.
I dont know why they needed 3 repairs, but now, im lucky again with my tf
Gesendet von meinem Transformer TF101 mit Tapatalk
It's been sent in for RMA #3 now, it'll be interesting to see if it takes them another month to get it back to me not fixed. I filed a complaint with the BBB and included that - along with a copy of my 2nd RMA form, a new 3rd RMA form, as well as a printout of the long-ass writeup I linked to in my first post.
In the interim I've purchased an Acer Iconia A200, which has beet utterly fantastic. It's got ICS, a charger cord that's longer than a couple feet, as well as a full sized female USB port so that I can actually hook up a flash drive if needed. I do believe I'm in love.
Sootah said:
It's been sent in for RMA #3 now, it'll be interesting to see if it takes them another month to get it back to me not fixed.
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I'm right there with you, Sootah. I have a stock B6O Transformer that I have sent to Asus service 3 times for the same problem. Like you, I had to pay for shipping on the first RMA round (even though the problem was clearly Asus's). I just don't know how this type of customer service can be good for Asus in the long run.
Because of the terrible experiences I have had with Asus, I cannot, in good faith, recommend their products to my friends. Nor will I purchase from Asus ever again.
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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Click to collapse
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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Click to collapse
You got screwed.
Should have done research on this site before RMA. I knew before I called them that it would be sent to the North Bay location in Ontario. US customers get sent to the Texas facility, Canadians to Ontario, hence my snide remark about the Texas center. If I had to send it to Texas I would've cracked the case open and tried the repair myself.
Their RMA tracking site is slow, mine was stuck at waiting for repair then suddenly change to ship, all in all took a week for my RMA. I demanded free shipping as this was a defective hardware on normal use, they complied but stated they could not send free shipping label to Canadians only to US customers, probably a BS line.
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
RMA Support
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
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Click to collapse
Dear Valued Customer,
I apologize for your dissatisfaction with the warranty of the Nexus 7 and your recent customer service experience. We do value our customers and take negative customer service experiences very seriously. I would be more than happy to assist you from this point forward, please email me at [email protected] and write down service# N140731748 in the subject line. Please also include your RMA number as well as any other previous case numbers.
Thank you for choosing an ASUS product.
Regards,
Scott
ASUS Customer Loyalty
Yikes, weeks!?!?! I have a N7 2013 which I just RMA'ed, and they have it marked received on their tracker Tuesday, July 22 (it was delivered by USPS Monday morning, Jul 21).I bought the device remanufactured with a 90 day warranty and only had the device for less than 24 hours before it randomly reboot in the middle of a game, and put me at the Google screen, and will go no further. I could get into the Bootloader, but selecting recovery takes you back to the Google screen. System image would not restore it either......that said, I called Asus and they told me that it should take 5-7 days on the phone.
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
ariesgodofwar said:
Yikes, weeks!?!?!
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
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Click to collapse
That's exactly where I'm stuck at!
[email protected] - thank you for actually reading my post! I am not completely disappointed at this time. I understand the challenges of a large corporation call center so I'm going to try a little more patience and have some faith in the system. If all works out well, then hopefully my post here just shows the RMA system to be a little quirky, but still turn around great service results. Maybe then my post could be used for possible improvements by ASUS to relieve some of the quirky issues?
So, I received an email yesterday (7:00 am) saying that my invoice payment was due. This troubled me because my invoice was tagged as "disputed" which I figured should stop the invoice process until the the dispute is settled.
I contacted support in the chat window again and it was the service rep was so much better to talk with. Friendly and quick to respond. They even let me know when there was going to be a delay in chat as they had to look up my invoice.
Unfortunately, the rep was as clueless as I am for why the RMA was stopped for "out-of-warranty" work. At first, they thought there might be some sort of screen damage (as I mentioned before, the paragraph had 'screen damage' in parenthesis), but since the itemized quote didn't include anything about screen repair, they really didn't know what was going on.
The said I should be receiving another email in the next few days and confirmed that the invoice billing and un-repaired return shipment would be delayed since I filed the dispute.
Later (3:00 pm) I received another invoice quote email for the $100. When I click on the link to view the invoice PDF (stored on ASUS's website) it goes to an error page stating that the invoice is no longer available.
Uhhh... ok?
I went back to my previous invoice emails and tried those links - the invoice is now gone.
With a little excitement in my veins, I thinking that maybe my dispute was closed and repairs would commence.
I headed over to the RMA status and, unfortunately, the status is still showing "Product Received > (Waiting) > Repairing > Final Testing..."
No new emails regarding the invoice nor the status have been received.
I figure I will wait another day and see if anything changes.
Nothing changed over the last few days so I got on with another chat window. This went very quick and it looks like ASUS is handling it!
"Thank you for the response. It appears that the notes from the Tech were misinterpreted by the agent. This repair will be covered under the warranty. You can disregard this quote and I will have them resume repair right away. Please be advised that repair takes approximately 3-5 business days (excludes backorders & transit time). Once the repair is complete and the unit is processed to ship our automated system will email you the tracking info."
When I check my RMA, it still says "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
The rep said his screen showed that is has reached "repairing". Maybe something isn't syncing properly with what they see to what I can see.
Okay, so I got my RMA back from Asus, and while it sucked to be without my new Nexus 7 2nd Gen for almost 2 weeks, I cannot fault Asus. I called the Service line, Operator was friendly, courteous, and fluent in English. She opened the RMA. I mailed it in, they received on 7/22, and while it did take a while for the tracking site to update initially,, ultimately, they fixed my device, and mailed back to me on 07/25, and I received about 4 days later. The packing slip said it was a LED Indicator Failure, and they replaced some circuit board I believe (the slip had the part number they replaced). It was all under the 90 day refurb warranty, so it was zero out of my pocket. All in all, much less painless than I thought. The only cost to me was the $6 bucks to mail USPS to them. :good::good:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
JamesShall said:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
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Click to collapse
James, I found out that top line never changes, it is the bottom one which says "Product Repair is in Progress" which is where the update actually is. I think that top line is just a "Guide" to let you know the steps of the process. When mine went to "Repair is in Progress" it showed completed and shipped the next day. Good luck with that, hopefully they get it back to you soon.
Finally got the tablet back yesterday! It was shipped with just 40% battery charge so it made it easy to verify if the charger issue had been fixed. I'm not sure if I'm worried or not. The first thing I did was plug it in to the wall and check to see if it would charge. Right when I plugged it in, the wall adaptor made a little pop sound, but I wasn't concerned. I came back 10 min later and the adapter was HOT so I unplugged, let it cool, and tried again. It seems to be working fine now so I don't know what was up with that. Neexus 7 is all cherged up and all is well =)
ASUS should probably do some improvements to their RMA site. For some reason, the bottom set of comments now shows two lines of information for the repair items being complete complete. The information shows the serial number and dates from which they received the unit and completed repair. It also shows the UPS tracking number from when I sent the tablet to them. It would seem to make a LOT more sense if the second line included the FedEx tracking number associated to their shipment to me, but it doesn't.
The RMA page hasn't been very useful through the whole experience so I'm really not surprised.
Exact same issue with the tablet and exact same reply from ASUS
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
JamesShall said:
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
Click to expand...
Click to collapse
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Nexus 7 - charging issue
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
[email protected] said:
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
Click to expand...
Click to collapse
Final Update on Nexus 7 - Paid $100 for a tablet in Warranty....
So, finally I gave-up and paid the $100 for tablet that is under warranty.
My Crime: I damaged the charging port as per ASUS (What the heck?). I just charged the tablet multiple times and that's it. They are claiming physical damage by showing me some picture.
My humble request to users of NEXUS 7. Please charge your tablets carefully, better don't charge at all. Then it will not be physical damage. Or much better, stay away from ASUS products.
Regards
Ravi
They sent some vague photograph (I couldn't really make out anything from it though).
Ayyagari said:
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
Click to expand...
Click to collapse
Same thing happened to me!
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
Click to expand...
Click to collapse
I experienced the exact same thing as you, except my Nexus wouldn't charge AT ALL. I got back the same garbage of a response just today, also weeks after it was sent in. To top it all off, the rep who setup our RMA told us that we would cover the cost to ship it to ASUS and they would cover the cost to ship it back, but as you've noticed, they want ME to pay the return shipping too.
So let me understand this:
The part in question is internal (not a broken screen, button, etc.)
The part is one that ASUS decided to put into the Nexus
The part broke, though no negligence of my own, just decided not to work one day.
How is the customer responsible for that?
I guess if tomorrow ASUS just decided it wasn't going to cover faulty batteries, broken MOBOARDS, etc. we'd all have to pony up for that fault too....
I also filed a dispute, as I have ZERO intention of paying HALF the original cost of the Nexus to fix a problem that, by all rights, SHOULD be covered under warranty (for whatever their warranty is worth, I guess). If ASUS decides they don't have any desire to stand by their product, then I'll be quite happy to spend my money on a competing product next time.
What was the final outcome, if you don't mind me asking?
Disappointed Asus Warranty Service
I bought an Asus X-205TA machine last year, after about 10 month usage. The machine began to have some part of screen dark without display. The screen glass is perfect and since it is so light. it is so easy to carry around. I loved the machine, take good care of it.... no way of drop etc
The screen had more problem for another 3 to 4 weeks and then it can not display, Called Asus, after some phone conversation, they decided to issue RMA and ask me to ship the machine back. Over the phone, they told me that I should pack the machine and ship the machine by myself( this is contrast to many other vendor RMA and warranty). And I asked do I need to pay the shipping back.... Clearly the person answered me stated three times over our conversation that Asus will pay the shipping back.. I am not responsible for the shipping back. and if there is anything that I need to pay that is not covered, they will call me to discuss.
After they received 4 days, I got an email for invoice to ask me to pay for $320 for LCD and $10 for shipping back(And a brand new Asus X-205TA is less than $200 now, it will be insane to pay $320 ) . Nobody called me
Online and this forum, there are tons of Asus tablet LCD experience issue under normal usage. Asus admitted the issue and repaired for them. for me, if the LCD is not working now under 10 month normal usage... and the machine is 11 inch using same LCD as the tablet. same problem. I do not know why they simply decline? If they decline, they should just decline to issue RMA.
1. If the machine is under normal usage and screen is perfect, no any physical damage trace. How can a LCD issue be claimed as physical damage and be declined from warranty service?
2. There are tons of Asus tablet LCD problem under normal usage online and Asus admited the LCD problem and replaced the LCD under warranty. The X-205TA is 11.6 tablet type machine. using the same LCD as the tablet. How can this be different?
3. When customer service issued the RMA, made it clear that I pay the shipping to ship back the machine and Asus pay to ship it back. How can they now charge me to ship it back? --- Do they honor their own promise?
I was considering to purchase an Asus 15.6 machine in the holiday season, now I think I need to reconsider some other brand.. I am very disappointed with this warranty service....
[email protected]I Did A RMA And My Warranty Is Till Out So DO Try Anything From Me And Fedex Delivered My Package Too Yall And Noting Updated
You contac to asus survice center
Thanks for your inquiry! Service center has received your request and is waiting for your product to arrive.
Chanchal 07 said:
very nice
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Did i @ You NA I Did Not