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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Click to collapse
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.
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]
Click to expand...
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?
Click to expand...
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 was one of the many who had their transformer go into an endless reboot series of the epad screen when my unit "upgraded" to ICS. After trying 10 second, 30 second presses and who knows what else I finally sent the unit back to the Texas service center. I'm not in a particular hurry, since I plan on selling this when I get it back anyway - but unlike the other two times I've done an RMA (first time was a non-functioning power button, second time was for a dock that would not hold battery power) this time although I know they got it back 4 days ago (ups signature of receipt on their end) the RMA is still showing as not being received. When I tried calling the CS number various times to see what's up, the number just rings for a while and hangs up. I'm wondering if everyone else is experiencing these delays? I guess it makes sense, there's no telling how many units they bricked and the standard answer they give people is to rma the device - so I'm assuming they are totally overwhelmed? Again, I'm in no huge hurry since I've move on to an Acer W500 running Windows 8 (had it about as long as the Transformer without a single problem) but just warning other people that rmas may take a while!
I've had to send out my charger, dad's charger, and my TF all at different times to be repaired at the Texas center. They don't take more then 7-10 days, but they are slow on updating the RMA status on the site. For my TF it went 5 days with their site showing device not received, then on the next day it showed received, inspected, repaired all at once.
The repair center isn't owned by Asus, it's another company (forgot their name) that Asus (and other electronics companies) have a contract with for repairs.
I wouldn't be worried about it until 7 days or so pass and still no update.
I've used the Texas center twice. The first time they never updated the ASUS page, the second time the update was made after I received the unit, in about four days.
Same Story
I sent my Transformer into Asus, and they got it on Monday (not open on Sat., although USPS shows it delivered on Sat.) I still have yet to see anything update on their site and all the reps. I have talked to just tell me that they have it.... Can someone please tell me whats going on?!
- Jai
They finally noted it as received after 5 days. It's been in repairing status for 2 days, but that's ok. I'm in no rush, I was just a bit concerned because the past 2 times I sent it there they were much faster in showing it as being received.
finally!
After waiting since Monday, my Transformer is showing in the system and has the status "Repairing"... Anyone have a guesstimate as to how long before I can expect it back?
I'm 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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Click to collapse
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.
Hello guys,i sended my tablet 2 times for the grounded touchscreen issue many of you know ,first time my tablet returned after 2 days at the repair center and the center didn't done anything to it,just a hard reset.
So I Send the tablet back for a second time ,this time the tablet was there over 20days,this time they replace a "usb board" so i thought problem fixed,today i got my tablet and it came with the same problem.... but this time more horrible with with missing touches all over the upper middle part of the Screen when it's not grounded and that's not enough,i was shocked when i saw the service damaged the frame of my tablet!! ,seems like someone did try to open it with a screwdriver and the frame has a damaged/broke part on the top right ,i called the service center and told them that the problem hasn't fixed still! and specially for the damaged they service did on the frame! and i did send a picture of it ,they told me they will make a new RMA and i will send it tomorrow AGAIN.
My adventure continues,i used to be a very big supporter of Asus... has anyone experience anything similar? please let me know ,or any suggestion guys
They have had mine for 4 weeks.........
I just got my tablet back day before yesterday. It took exactly 2 weeks from the time I sent it. I was having an issue with the USB port. It wouldn't charge or connect to my pc while the tablet was turned on. It would charge when it was powered off and the computer could see it while in fastboot mode. So I was able to return it to stock and relock the bootloader.
I don't know the details of what was repaired. Is that documented somewhere? I did setup up an account with ASUS. I actually started the whole RMA process online. Never actually spoke to a person. For the most part it was pretty painless other than not having a tablet for 2 weeks.
Here are videos i took after this second repair to see the problem is still here https://www.youtube.com/watch?v=60oysCFNopk
https://www.youtube.com/watch?v=HZVRJD4omEU
and this is what they do to my tablets frame,which i had in amazing condition since day one with case and screen protector View attachment 2691497
I RMAd mine because the micro USB port was intermittently working. It took them 4 weeks to decide not to fix it, and send me what they claim is a new one..........
ruskastud said:
I RMAd mine because the micro USB port was intermittently working. It took them 4 weeks to decide not to fix it, and send me what they claim is a new one..........
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so they send you a new unit?
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
ruskastud said:
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
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You asked for a new unit? You didn't have an option for take your money back?
ruskastud said:
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
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I didn't ask for a new unit. I thought mine was going to get repaired. They chose not to repair it, and send me a "new" one. I wasn't asked or given any other options.......
Sent from my Nexus 7 using xda app-developers app
My heart goes out to anyone struggling with this tablet. I waited weeks and tried updates but it never helped. Customer service was of no assistance. I've read nothing but horror stories on sending in these units. Luckily I was able to correct my issue with Ts11 fix. I am now seeing people have problems with it messing up again.
Highly considering selling my unit online while it's working and washing my hands of the situation.
Just remember no matter what the company, the squeaky wheel gets the oil. Be patient, kind, not rude, and persistent. You may have to make ten phone calls but eventually they will get tired of it and help.
I am glad to read that someone in this thread actually got Asus to send them a replacement. I would like to know what condition it's in and if you've had any problems with it yet???
Sent from my Nexus 7 using Tapatalk
dimcreed22 said:
Hello guys,i sended my tablet 2 times for the grounded touchscreen issue many of you know ,first time my tablet returned after 2 days at the repair center and the center didn't done anything to it,just a hard reset.
So I Send the tablet back for a second time ,this time the tablet was there over 20days,this time they replace a "usb board" so i thought problem fixed,today i got my tablet and it came with the same problem.... but this time more horrible with with missing touches all over the upper middle part of the Screen when it's not grounded and that's not enough,i was shocked when i saw the service damaged the frame of my tablet!! ,seems like someone did try to open it with a screwdriver and the frame has a damaged/broke part on the top right ,i called the service center and told them that the problem hasn't fixed still! and specially for the damaged they service did on the frame! and i did send a picture of it ,they told me they will make a new RMA and i will send it tomorrow AGAIN.
My adventure continues,i used to be a very big supporter of Asus... has anyone experience anything similar? please let me know ,or any suggestion guys
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Click to collapse
Wow, at least you got an RMA!!!
I know this is off topic but does relate to what you say...
I have tried RMA for a 3 mother boards over the years. The last motherboard, about 6 months ago... They never compelted the RAM process, they never sent an email confirmation, nothing. I emailed multiple times and they said they have no RMA. Then out of the blue the email with RMA number. This was after many attempts on the website. So I send said motherboard back to asus thinking it was an issue with the power capacitors (I am very knowledgeable when it comes to mother boards). Keeping in mind, it was still under warranty, they email me back saying that there are scratches around the CPU mounting holes that are causing the issue and its $180 to fix.
Then they dremmeled down even further to "show" me, totally ruining the board.
I have other stories too... That match yours as I only use Asus motherboards on my PC Builds... But that is matching your story. They made product worse and then told me its not under warranty.
Asus is a great manufacturer but the customer service is horrid.
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Panja said:
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
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I had those to I found out it was from to much pressure on the screen
Sent From Ville Candykat
Flashalot said:
I had those to I found out it was from to much pressure on the screen
Sent From Ville Candykat
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Serious?!
I received my Nexus around a month ago.
Can't remember if I had them before but always using the Nexus with care...
Panja said:
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Click to expand...
Click to collapse
I also am experiencing the same problem. It irritates a lot while watching movies.
Sent from my Nexus 7 using Tapatalk
I just got mine back from Asus repair.
They replaced the LCD panel in my Nexus.
The 2 red smudges are gone but... I got 1 dead pixel back.
Phoned Asus support but apparently 1 dead pixel is within the legal margins here in NL and they cannot help me with this problem.
So long story short: 2 red smudges within a month of purchase, Asus replaced LCD, smudges gone, dead pixel instead.
I have never been to a service center until I start using tablets made by ASUS.
The very first time I went to their service center is because I got a Transformer Prime (TF201) that bricked itself when updating the official firmware! They took about a week to repair and the motherboard is replaced. I didn't have time to give a thorough check as they are about to close the center (I went after work). When I got home, I check the condition again and found out that the frame is loosen and scratched. What's worse, this new motherboard made me unable to unlock the tablet when I have decided to go cyanogenmod, I had to send it to RMA (RMA for what is obviously a software issue) again in order to get it unlocked.
I swore I'll never buy any ASUS product again.
Despite the hatred towards ASUS, Google Nexus once again draw me back to ASUS. As much as I believe in Nexus brand, ASUS once again made me disappointed (obviously I've the same touchscreen issue). However, I'm hesitated as to whether I should send it to RMA or not. I don't want to have a tablet in physically good condition that come back with a loosen and scratched frame.
This issue don't just made me hate ASUS more, it also made me starts doubting my previous thinking that "Nexus is a good brand" to buy.