Related
I have some light bleed issues, but greater than that it seems under the glass there are marks that are slightly "stained". Most use it is un-noticable, but during dark videos or viewing pictures it is obvious, much like the bleed. Definitely a defect under the glass.
Are any RMA's out there being returned in a timely fashion? I don't know how it is affected by the shortages.
Eggroll822 said:
I have some light bleed issues, but greater than that it seems under the glass there are marks that are slightly "stained". Most use it is un-noticable, but during dark videos or viewing pictures it is obvious, much like the bleed. Definitely a defect under the glass.
Are any RMA's out there being returned in a timely fashion? I don't know how it is affected by the shortages.
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Depends on if they repair or replace. Mine was one of those bricked machines and they sent me a new one once mine was in their system.
Sent from my Transformer TF101 using Tapatalk
lacrossev said:
Depends on if they repair or replace. Mine was one of those bricked machines and they sent me a new one once mine was in their system.
Sent from my Transformer TF101 using Tapatalk
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So do you have any problems with the replacement they sent you? Light bleed, cracking, etc?
lacrossev said:
Depends on if they repair or replace. Mine was one of those bricked machines and they sent me a new one once mine was in their system.
Sent from my Transformer TF101 using Tapatalk
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Hey, also, are they on the cheap side? (does asus actually pay both shipping?)
thanks
I had to pay shipping when I sent my broken cable to them, seems like you'd have to pay shipping for the way there no matter what the problem is.
sackofnoise said:
Hey, also, are they on the cheap side? (does asus actually pay both shipping?)
thanks
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I paid for the shipping there, they paid for the shipping back. And the unit that i got back had similar levels of light bleed as the unit it replaced.
Sent from my Transformer TF101 using Tapatalk
What was the turn around time though? 5 business days?
maybe it's different in UK, all I did was to call the store, (Comet in my case) and the delivery guy came the next day with the replacement, and he also took the faulty unit back..
My display has some issues they told me I'd have to ship it back them and it'd be up to 15 - 20 business days for me to get a replacement.
Asus Transformer support is the worst ever. Evvveeeeeeerrrrrrr. If you can, at almost any cost, avoid dealing with Asus Transformer support, do it. (I say Transformer support because support for every other Asus product is handled separately.)
I was one of the ones who ordered it from NewEgg when they had it on sale the Thursday or whatever before the actual release date. I got mine on 4/26, realized the wall adapter didn't work and called up for an RMA on the wall adapter the 27th. After realizing how slowly the USB cable charges it, I called Asus back up to try to get a new wall adapter, and I was willing to pay for it. It was literally five or six calls before I got through to someone without being 'disconnected' (after being on hold for five or ten minutes) once I got to the Transformer support line. Their support staff is so incompetent, they didn't even know they had a cross ship RMA available. So, I fill out the cross ship RMA form, give them my credit card and all that, and the replacement wall adapter is supposed to ship within 48 hours (from Friday the 29th). Wednesday the 4th I call Asus AGAIN to see where my wall adapter is, has it been shipped, etc. No one can give me any information about it, and they tell me they'll have a supervisor look into it and get back to me within 48 hours. So, I call back two days later again (Friday) and it's the same bull****, no one in the customer service center knows a ***king thing, no one is in a position, apparently, to authorize a shipment of a WALL ADAPTER. Apparently these wall adapters are made out of gold.
So, the tl;dr version: For the Transformer Asus doesn't have so much of a "customer service" department as they have a "customer **ck you" department. Two weeks after my original RMA, ten days after a cross ship RMA, I've got nothing except a steaming pile of hate for Asus. And my Transformer pretty much sits connected on a USB charger 20 hours a day so I can get it up to *maybe* 80% charge and use it for a few hours at night.
FYI, I just sent off the transformer to the facility and it should be there at maximum Monday. Let you know how long it takes...
I don't think there is getting around the light bleed issues? It seems everyone has been experiencing some level of bleed?
p.s. paid shipping there Asus handles shipping back to you.
Just a general question; why in the world would a consumer have to pay to get a defective product shipped back for replacement????
does that makes sense?
I have no idea, generally most companies send you a box or envelope, at least an electronic label you can paste on a box.
rpavich said:
Just a general question; why in the world would a consumer have to pay to get a defective product shipped back for replacement????
does that makes sense?
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I agree 100%,it pisses me off.
Are there any updates to how long it took the RMA process? I am debating if I should just send mine back to Amazon or Asus at this point.
I sent a TF to ASUS via Fedex and according to Fedex it arrived 5/13. ASUS showed that they received it 5/16. ASUS shipped what looks to be a new (different s/n listed) TF 5/17 and it is scheduled to arrive at my house 5/23. Good turn time. I wished they could have overnighted the TF back to me, and still pissed that I had to pay shipping to get it to them.
how i do a RMA with them? i filled out the form on the asus support page but im not sure if they are giving me the RMA
haupman said:
Are there any updates to how long it took the RMA process? I am debating if I should just send mine back to Amazon or Asus at this point.
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If you bought it from Amazon then email them saying that you tried contacting Asus directly and you are not getting a reply. I did this a few times and they sent me out a replacement without any hassle next day delivery. They also give you 30 days to return the product at their expense. If Amazon had it in stock I definitely would have bought it from them but only BestBuy (UK) had them at the time. Nor sure what the UK returns system is like for them.
Paying for the return shipping is very normal in the Netherlands. However, the odd thing is... mine will be RMAed as well but Asus arranged DHL pick up... (without me asking for it)
vipergrm said:
If you bought it from Amazon then email them saying that you tried contacting Asus directly and you are not getting a reply. I did this a few times and they sent me out a replacement without any hassle next day delivery. They also give you 30 days to return the product at their expense. If Amazon had it in stock I definitely would have bought it from them but only BestBuy (UK) had them at the time. Nor sure what the UK returns system is like for them.
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My only question with Amazon is, how long will it be until they have one in stock they can send me? They don't have any in stock to sell at the moment.
2 weeks ago I shipped my dock back to Asus to remove the "feature" that drains the battery.
It was received according to the tracking information, the address was copied and pasted onto a shipping label so I know it was right.
The status website is unable to locate the RMA number that was emailed to me by Asus, when I called initially they confirmed receipt of the dock and it was being repaired.
Today I call and was told they have not received the dock and are still waiting for me to ship it to them. I demanded a manager but the rep refused and told me I never sent them the dock. I offered to give him my tracking information and he said that proves nothing.
At this point Asus is calling me a liar and has my dock. What recourse do I have here?
I say just keep on calling and demand for a manager every time until you get one
1st thing I would do is contact the company that shipped it to ASUS and get all the shipping and receipt details. It should have a signature, date and time of receipt. Then file a claim with the shipper stating that is was not received by asus. Let them assist in chasing it down. Either they will help prove asus received it or you can file a claim with them.
I called the post office, they said all they can do is confirm the address and it's receipt. He said I could open a lost package claim but it will be closed as soon as the person assigned sees that the tracking shows it was delivered.
I am at work right now so can't spend all day calling Asus over and over again but taking half a day and will try this afternoon.
Does anyone have a number to a higher tiered support?
Try asking then about in on their Facebook page. I don't have Facebook, but I believe they do.
decepticon said:
I called the post office, they said all they can do is confirm the address and it's receipt. He said I could open a lost package claim but it will be closed as soon as the person assigned sees that the tracking shows it was delivered.
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If you have verification of delivery, that's all you need to provide to Asus. Doesn't matter if someone sat on it, lost it under a pizza box, or whatever. Once it's delivered, it's their problem.
If the Asus support line won't let you escalate, I suggest you post on the Asus Facebook page(s) and perhaps PM kimi_Q on XDA, who seems to be an Asus employee. And, the next time you get a disagreeable Asus tech, ask for a name or at least initials.
Are these people even ASUS? I seem to get the vibe that the repair centers, like most, are just contracted "Bubba's Computer Fixin'" just like everything else.
I called back, a manager told me to wait another week and then they will escalate it. He said the repair facility is backlogged due to the large number of repairs for the dock.
While I believe the last part, the first is complete BS. They should be able to scan it in that day, I understand not fixing it within 24 hours but to still not even acknowledge receipt of the device is absurd.
I posted on their Facebook about the issue. After years of supporting their motherboards and Eee line, this is the last Asus product I will ever buy.
decepticon said:
I called back, a manager told me to wait another week and then they will escalate it. He said the repair facility is backlogged due to the large number of repairs for the dock.
While I believe the last part, the first is complete BS. They should be able to scan it in that day, I understand not fixing it within 24 hours but to still not even acknowledge receipt of the device is absurd.
I posted on their Facebook about the issue. After years of supporting their motherboards and Eee line, this is the last Asus product I will ever buy.
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My dock shipped yesterday after being received in on 8/12 ( 4 days including weekend) Keep checking back on the facebook page as they have been known to delete posts they don't want users to see.
This dock fiasco is insane. ASUS needed to put out a recall and pay to have these docks returned to them. You send them your dock and they call you a liar and say they never got it? I call in and they say they've never heard of this dock drain issue before, but ask to send rma the dock at my expense. Unbelievable.
All of us with this dock issue need to file a class action lawsuit against ASUS. Are there any lawyers in the house?
That is exactly why I ship anything of value by either UPS or Fedex with signature required. Instead of try to save a few bucks & shipping stuff via the USPS.
If it doesn't turn up in a day or two, go Apple on them and get a lawsuit
jadesse said:
That is exactly why I ship anything of value by either UPS or Fedex with signature required. Instead of try to save a few bucks & shipping stuff via the USPS.
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This and tbh, Fedex ground can even be cheaper than priority sometimes.
Sent from my Asus Decepticon using Tapatalk
This seems to be the trend with asus..
Too many negative reports about asus already. Theyre on their game when releasing updates, but they need clean up their act with all these screw ups.
Bad tablets, bad docks, returned with damages, lost units...wtf asus?
And before someone gets their panties bunched up..
Yes..yes.. buy an ipad.
I got my complain "escalated to management". Facebook page --> Support --> Escalated support.
Got a response within 24 hours, and they sent me shipping label to have my tab end up at the repair center for the second time!
andrewklau said:
I got my complain "escalated to management". Facebook page --> Support --> Escalated support.
Got a response within 24 hours, and they sent me shipping label to have my tab end up at the repair center for the second time!
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Thanks I'll go that route when I get home today
Sent from my ADR6400L using XDA App
I think ASUS will resolve it if you can talk to the right people. Sometimes the USPS does screw up, so it is one of the two. But, if ASUS has an issue with USPS they should still resolve your RMA and deal with USPS separately.
Otherwise, you have the nuclear option: BBB complaint on both USPS and RMA.
Just escalated the issue via Facebook.
The BBB is useless as they have no authority other than to wag their finger at the company and I cannot file a complaint with the USPS as they fulfilled their end of the deal by delivering it.
Heard back from someone after the Facebook message who says they are looking into it
EP2008 said:
This dock fiasco is insane. ASUS needed to put out a recall and pay to have these docks returned to them. You send them your dock and they call you a liar and say they never got it? I call in and they say they've never heard of this dock drain issue before, but ask to send rma the dock at my expense. Unbelievable.
All of us with this dock issue need to file a class action lawsuit against ASUS. Are there any lawyers in the house?
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suing them are what ground?
they never specify that there will be no battery drain,
and the fact is you still do get 16 hours of continuous use as advertised.
you can only sue them if something is false advertised, but unfortunately they never made that claim about how long the machine can be standby for.
Don't get me wrong, from the consumer point of view, I do think they should fix this issue, and fix it quick, but suing them is a bit too much.
i just sent my nexus in to asus due to screen lifting last week, they shipped it back a day after it was received and told me "repair complete", i was pretty happy about the "quick turnaround" which turned out to be nothing but a lie, they just took out my tablet, put it in another package and sent it back to me!
does anyone know if there is anything i can do about this?(i did not buy it from google play, and my 30day grace period with the retailer i bought it from is over)
There are a few manual fixes flying about general section.
This is a development forum only
tried all except the glue one(not doing it since it will kill warranty(although thats useless))
ohg my wrong forum...anyone know how to delete?
Ask a mod
Harry GT-S5830 said:
Ask a mod
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ya i just reported it>.>
GOOGLE/ ASUS have lost there mind..
I would say call them and demand that they send you a shipping label to ship it back to them because its NOT FIXED..
I am having a Huge issue with google and asus..
I sent in my 16 gb to asus for a refund due to a screen issue. Asus told google i sent them a 8 gb device . Google is refusing to refund my money or ship me a device back.. I have threatened them with filing fraud charges with my Bank..My bank told me to ship the 8 gb back and let staples BOX IT and verify the serial number and that that device is what is on the shipping label.. I will do this tomorrow. Then the bank wants me to bring the tracking information on both devices to them and they will ISSUE A Charge back on google.. They say im not the first customer with this issue from GOOGLE PLAY.
they have my hands tied . having to do this i will STOP Using google all together if this is not made right today. As its the Deadline my bank manager gave them in her Phone call to them...
So do not let them win.. huge companies do not care about one customer leaving leaving them.
Sorry to hear about your issue and Very sorry if my post to you is off topic .. But its related to the LACK OF SUPPORT from these two TECH Giants . I will sell my phone on ebay and move to ms PHONE. if i must.. I know it will not solve nothing but atleast i will feel better about no longer supporting a company who could care less about me..
erica_renee said:
I would say call them and demand that they send you a shipping label to ship it back to them because its NOT FIXED..
I am having a Huge issue with google and asus..
I sent in my 16 gb to asus for a refund due to a screen issue. Asus told google i sent them a 8 gb device . Google is refusing to refund my money or ship me a device back.. I have threatened them with filing fraud charges with my Bank..My bank told me to ship the 8 gb back and let staples BOX IT and verify the serial number and that that device is what is on the shipping label.. I will do this tomorrow. Then the bank wants me to bring the tracking information on both devices to them and they will ISSUE A Charge back on google.. They say im not the first customer with this issue from GOOGLE PLAY.
they have my hands tied . having to do this i will STOP Using google all together if this is not made right today. As its the Deadline my bank manager gave them in her Phone call to them...
So do not let them win.. huge companies do not care about one customer leaving leaving them.
Sorry to hear about your issue and Very sorry if my post to you is off topic .. But its related to the LACK OF SUPPORT from these two TECH Giants . I will sell my phone on ebay and move to ms PHONE. if i must.. I know it will not solve nothing but atleast i will feel better about no longer supporting a company who could care less about me..
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Click to collapse
how i know what you sad...i had similar problem with my transformer.i bought n7 and same day bring the tf to warranty repair.after a day asus told me they don't pass my device in warranty,and reccomned me to not repair it due to the high price to repair( 2 years of warranty,11 months used,2 problems 1 battery broken and little broken part in display.i don't broke myself the display,found that little problem after that tab was leaved for a month in the original box waiting for bringing it to rms).if i knew this a day before,i didn't buy an asus device anymore.i bring devices to rma often and with many many manufacturers,but bad how with asus i didn't found with others.and when i see this things i feel so hungry that i would kick all the asus things in my house out of the window.
AznDud333 said:
i just sent my nexus in to asus due to screen lifting last week, they shipped it back a day after it was received and told me "repair complete", i was pretty happy about the "quick turnaround" which turned out to be nothing but a lie, they just took out my tablet, put it in another package and sent it back to me!
does anyone know if there is anything i can do about this?(i did not buy it from google play, and my 30day grace period with the retailer i bought it from is over)
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lol I once send my 470 back to them for fan not longer working. I get it back and they said the same thing REPAIR COMPLETE. No lie here .. I notice again fan was not spinning and so this time I open it and lmao the wires are broke that connect it to the card. Just how did they test it if it got so hot so fast and stopped for me? So... yeah motherboards... they are really good at just make sure you dont have to RMA Sad huh.
My guess is you got the same TECH as I had. haha
erica_renee said:
I would say call them and demand that they send you a shipping label to ship it back to them because its NOT FIXED..
I am having a Huge issue with google and asus..
I sent in my 16 gb to asus for a refund due to a screen issue. Asus told google i sent them a 8 gb device . Google is refusing to refund my money or ship me a device back.. I have threatened them with filing fraud charges with my Bank..My bank told me to ship the 8 gb back and let staples BOX IT and verify the serial number and that that device is what is on the shipping label.. I will do this tomorrow. Then the bank wants me to bring the tracking information on both devices to them and they will ISSUE A Charge back on google.. They say im not the first customer with this issue from GOOGLE PLAY.
they have my hands tied . having to do this i will STOP Using google all together if this is not made right today. As its the Deadline my bank manager gave them in her Phone call to them...
So do not let them win.. huge companies do not care about one customer leaving leaving them.
Sorry to hear about your issue and Very sorry if my post to you is off topic .. But its related to the LACK OF SUPPORT from these two TECH Giants . I will sell my phone on ebay and move to ms PHONE. if i must.. I know it will not solve nothing but atleast i will feel better about no longer supporting a company who could care less about me..
Click to expand...
Click to collapse
finally got off the phone with asus, took 5 separate calls(first 3 ignored, the guys on the phone kept making excuses such as"i can't hear you", i even called myself after the 2nd one just to make sure there was no issue with my phone. on the 4th i finally got an rma number, and the fifth a shipping label(which they have yet to send to me, but i can wait.)
btw, should i pm someone specifically or keep waiting for a mod to move this thread(since i used the report button already)
oops i did not notice this was in the wrong forum area. If you reported it already they will move it to general.. I was just browsing from forum app.
it happens they will fix it and not scream to bad
good luck .
Guys I had gotten my gf a nexus 7 for christmas. The battery icon now reports 0% battery but the tablet still works. Tried everything to fix it. Anyhow, she contacted Asus 2 weeks ago and they were suppose to send her another tablet. Two weeks later, no tablet. On the phone with them now and the guy is saying she needs to send her tablet to Asus and pay for shipping. Has anyone heard of this? This is ridiculous. Why should she have to pay for shipping for a faulty tablet on their part. In my experience, you get the new device, than send in the old one. Just curious for anyone who has dealt with Asus customer service and if this is the truth or not. thanks guys.
It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.
disconnecktie said:
It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.
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Maybe that's just what I'm use to. I just figured like the first guy she had spoken to, said they were going to send out a new tablet. Then ship the old one back in the box the new one came in.
That is standard shipping procedure for RMAs.
If the tablet was purchased around Christmas time, and you guys called in 2 weeks ago, I'm not sure they would offer a straight replacement like that. We can only do a replacement if the issue was reported within 30 days of the original purchase - much like a store's return policy. Anything after 30 days will have to be serviced only. There are special exceptions, though, and this might be one of them for all I know.
When an RMA is made, its creator (the phone rep) is supposed to e-mail the customer RMA instructions. Inside the e-mail will be an address where to ship the defective unit to as well as other instructions. If you have not received this e-mail yet, let me know and I'll see if I can get it sent out to you.
Feel free to e-mail me at [email protected] if you have any questions.
I got my Nexus 7 for Christmas. Immediately after using it I started having random reboot issues, as well as touch screen response problems. I requested an RMA and paid to have it shipped to ASUS. I received my device a little over two weeks later. I couldn't tell you if the reboot issue is fixed or not, because I haven't used the device at all. After pulling it out of the box I noticed that the bezel was cracked and missing a piece on the bottom left side of my device.
What kind of horrible Quality Control process does ASUS have when they repair a device?! Obviously they broke it while opening it up to replace whatever they replaced internally (motherboard maybe?). I sent an email to ASUS immediately after noticing the problem and said I wanted them to repair it ASAP and that I would not be paying for shipping again. I have not received a response, but received an automated message providing me with a new RMA number. No email from a customer service representative apologizing or offering to cover my shipping costs.
I'm pretty annoyed with Google/ASUS and don't think i'll ever buy an ASUS product again.
Just though I'd share to warn anyone else who may be on the fence.
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
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Because I bought the device online through an ebay retailer. Therefore Asus was my first step.
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
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You know they knew it was broken and they prolly wont help him.
joelcripes said:
Because I bought the device online through an ebay retailer. Therefore Asus was my first step.
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The seller is still the first step, could have had a new replacement and not a refurbished replacement
Sent from my Nexus 7 using Tapatalk
z0phi3l said:
The seller is still the first step, could have had a new replacement and not a refurbished replacement
Sent from my Nexus 7 using Tapatalk
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Thanks for taking the time to participate in my thread. You've been a huge help!
joelcripes said:
Thanks for taking the time to participate in my thread. You've been a huge help!
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Click to collapse
He's right though. If you are within 30 days (or whatever the return window is), always exchange it for a new device. RMA should be a last resort. I just went through this with Dell with my Venue 8 Pro. I called Dell for tech support and they wanted me to send it in. I told them there was no way in hell I was sending a brand new tablet in for repair and I am just going to exchange it through Amazon. What amused me is that they insisted I don't do that and send it in to Dell. I told them to suck it.
With the situation you are in, I would keep calling Asus until you get ahold of someone who is actually helpful. I've never dealt with them before so I don't know how hard a task that may or may not be. Where was the tablet purchased from? If it was from Google, you might want to call them and explain the situation, they have seriously awesome customer service.
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
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Click to collapse
While I agree in principle, taking it back to the dealer first doesn't always work. Best Buy for example, has a 14 day limit. I bought my Transformer Prime from a company that simply refused to do replacements or returns (on the Prime specifically, for the record.. they must have heard in advance of the problems with that device...). It's even worse with Google because although it's a Google device - made for Google and sold on their website as their product - if you buy it ANYWHERE but from Play, they won't touch it.
I hate to make the obvious comparison but... consider iPad owners. Regardless from whom they buy the tablet - they can take it to any Apple Store or have it returned to Apple for repair. For them, Apple is the FIRST place you go unless you're returning it for a refund. And in general, Apple actually fixes the defective device (if it's within warranty period or if you have AppleCare) without giving the customer a hassle.
The guy's complaint is basically 'why can't ASUS be that good' - your response seems to be 'because they aren't.' More to the point, consider what you're actually suggesting: that ASUS is such a poor company to deal with that you shouldn't deal with them until you're out of options. Worse, you're suggesting that this is OK and that the guy is at fault for expecting the company that makes his tablet to be responsive and helpful.
That's kind of.. bizarre.
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
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Click to collapse
Yeah, its his fault that someone else damaged his tablet, right?
XDA users are so rude these days...
Swiss asus repair is pretty good. Got 2 tablet with defects and they fixed it in 2 and 3 weeks.
It depends where you send it for repair.
Asus repair issues? First I've heard of that...
Being in the computer retail and service industry, I sell MANY asus monitors, and I've had great success with them not having issues. Only twice have I had to deal with customer service, and in both instances they sent me replacement monitors and a shipping label to return the defective units.
That's a real shame you've had a bad experience with them, and as someone suggested, call customer service and request a higher level tech support/customer service agent until you are satisfied.
For future reference, do that for every customer service line you ever have to call, EVER.
While browsing, I found this report about a user's abysmal experience with the Asus customer support for a RMA'd N7 2013:
https://productforums.google.com/forum/#!topic/nexus/rlSedvctvIg