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i'm 10 days passed my newegg return, so i'm stuck dealing with asus
during the last week, my TF just became completely incapable of sleeping with SODing. did everything i can to try and fix it. Did an nvflash reformat (i believe that should fully reset my device, correct?). even unrooted and reverted to 3.0.1 rom, and still SODs persist.
[ bit of a side note: my TF didn't used to have this problem, and now, even with multitudes of software wipes, i'm still getting them....i'm starting to wonder if this is really a hardware problem ]
anywho, this is the first time i'm RMAing anything by mail, so i'm wondering which shipping method i should pick. i want to pay as little as possible, although i want the shipment insured. speed isn't a priority, although obviously, the faster the better.
better yet, has anyone able to get Asus to refund the shipping? This SOD thing is definitely ASUS's problem, and I feel ripped having to pay a single cent on having it fixed.
also, this is what i declared as the reason i'm RMAing. They said i have to put a letter the enumerates the problems with my TF. Can I add in my light bleed problem and a single bright pixel in the screen?
I might as well get everything done in one swoop.
thanks
I'm in almost the same boat as you. One stuck pixel, massive light bleeding. I just sent it in Thursday and they're going to receive it Monday from which the two week period begins.
1. I was also forced to pay the return shipping. Unfair is an understatement for a unit that was defective straight out of box.
2. They can't guarantee a replacement, only a "repair". Whether that means they butcher it by breaking the bezel using a putty knife and the whole thing creaks after they slap it back together is unknown.
3. I would just throw every issue you have on it to a letter. What they should have sent you is an e-mail which comes with an attachment file which is a checklist and it requires a signature and the RMA number. Simply fill it out (I put the TF101 16GB on the "Other" section of the checklist).
You'll need that checklist above, the issues sheet which you have to type up and a copy of the invoice to prove warranty is still in effect. Staple the three documents together so your gripes/issues sheet is on top and implicitly it becomes the first thing they are likely to read. Throw some red ink in there too, either from red font or circle some passages using a red pen to catch their attention for important areas to read. Just don't overdo it.
4. Finally, they told me to include all of the stuff it came with including box, manuals, charger cables, etcetera. I put it all in there and I made the asshole CSR confirm that if they "repair" it they will return these back to me and I stated this on the issues sheet as well. If they replace the unit I wanted the whole thing replaced and they could keep my packaging. If you don't send the box you may save on shipping costs but the instructions quite clearly state that they're required to protect the unit during shipping.
Based on Murphy's Law and the generally ****ty quality of their CSR's I am assuming the box will become lost in a black hole and I'll receive a unit with no packaging to complement the $417.00 I paid for what is essentially a refurbished unit.
The cheapest and fastest way to send it IMO is the medium Priority Mail flat rate box coupled with Delivery Confirmation and Domestic Insurance for $400.00. Don't insure it for a penny more or you're paying another $1.05 or so. Insurance is a must, if you don't they'll blame it on you if it gets lost. The total comes out to around $17.00 where I am counting the postage, DC and Insurance. The medium PM flat rate box is sized perfectly to fit the unit and allow you to put padding on all six sides and will run you about $10.75 and it generally takes three days to get there, counting the day you mail it and the day they receive it. Be careful if that third day lands on a weekend like Saturday, although USPS delivers apparently Asus Service Center isn't open on Saturday's so the package is held until Monday.
If you do send it, good luck. Do post your experience and the results. We'll be like blood brothers, we'll see whether we get shafted and which one of us gets it harder.
Thanks for the response. I actually put off sending it until tommorow and was thinking of ups...but I guess usps is a good choice as well.
Sent from my PG06100 using Tapatalk
The e-mail I got from them clearly states that packaging should be included but I took another look and it says if it's not included you can just package it securely.
To do it by USPS you need to have the unit packed in the box it came in or just bring the unit itself if you're not sending the packaging. Go to a post office and ask for or find the medium Priority Mail flat rate box. It's the only box that's about the same in terms of dimensions as the Asus Transformer box it's just a little bigger. Put the Transformer in that box and put padding all around the inside, peel off the adhesive strips and close up the box.
You'll have to bring your own padding whether it's crumpled paper or packing peanuts because the post office doesn't give you any from my experience.
Once it's all sealed up using the adhesive strips on the box, write the destination and return address on the place the box tells you to. You might also be able to find a label you can write it on and then stick the label on.
Then find the bright green DC form, fill it out, detach the barcode sticker portion from the form and peel the backing to apply the barcode label to the box. Do the same for the insurance form which is blue (make sure the insurance form is the blue one that says Domestic Over $200.00). If you get the wrong one (the black one), it's not possible to insure for anything over $200.00. On the insurance form only fill out the bottom stuff, the rectangle boxes above are printed on by the computer at the cashier.
Now before you make you way to cashier, make sure you have:
1. The medium PM flat rate box sealed with the Transformer inside.
2. DC has been applied (bright green label) and you must have the other stub with the address information on it.
3. Likewise insurance must also be applied (blue label) and you must have the other stub with the address information on it.
4. Go up to the counter, hand them your package and the two colored stubs for DC and insurance.
5. They'll ask how much you want to insure for, obviously you tell them $400.00, they stamp the stubs, print the insurance information on to the blue one, take your money, give you your receipt and the two stubs back and you're on your way. Don't lose the receipt or either of the two stubs. The receipt will have the numbers from the DC and insurance stub but you don't want to lose those anyway in case something happens.
6. You can use the numbers on the bright green DC stub to check the status of your package on the USPS website.
If you can do UPS it's a little better because the insurance is already implied I believe (don't quote me on this, make sure). They also have real time tracking but IMO UPS takes longer and is a bit more expensive. Priority Mail is almost always three days with the first being when you drop off and the third being when they receive it. This is even if you're doing this from NY to CA.
finalhit said:
Thanks for the response. I actually put off sending it until tommorow and was thinking of ups...but I guess usps is a good choice as well.
Sent from my PG06100 using Tapatalk
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i sent my tablet using UPS from S. Cal to Texas using 3 day ground for 11 bucks. I just sent in the tablet with the box. I kept the charger and usb cable. Monday 20th will be a week now since they receive it. hopefully I will get it back at the end of this week. my tablet backlight die after one month.
wow, thanks for the very detailed response tubular. i never really shipped anything before (except returning a package to amazon, but amazon made the that process painless, wish asus did the same)
so UPS is always insured? so dazz's 11 bux is insured? i may very well go that route if that were the case.
still a bit bitter of having to pay for shipping, as i'm very much convinced that SOD is a product defect, not a user-caused one...but for 11 bux, i'll save myself the stress, and let this one go.
Call them and ask. From what I know packages are insured by default and yo have to put a claim if it gets lost. Usually they go through a lengthy process of attempting to find the package.
The only downside to UPS is it may take longer. Especially if Asus wants you to send to Fremont, CA and you're on east coast. If you're not going by a 3-day service and you do UPS Ground you're easily looking at five or six business days.
The pros are that it appears cheaper based on what the other poster said. In addition it's easier. It's one label that you put on the box. USPS requires all of that mess I put up above, putting the destination/return address, filling out DC form and applying that label, filling out insurance form and applying that label.
If you've never done it before you might be better off just doing it by UPS and having UPS help you with the package at a UPS center because USPS doesn't help you with ****. There's already a line there and if you wait until it's your turn and ask your question it's going to be a waste of time. There's literally glass windows separating you from them. UPS centers allow workers to walk around the counters and actually assist you.
From my experience postal workers are agitated, annoyed and rude. Definitely won't be fun if you make a mistake.
finalhit said:
so UPS is always insured? so dazz's 11 bux is insured? i may very well go that route if that were the case.
still a bit bitter of having to pay for shipping, as i'm very much convinced that SOD is a product defect, not a user-caused one...but for 11 bux, i'll save myself the stress, and let this one go.
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I didnt get it insured when I sent mine in, too pissed off that it was coming out of my pocket for a defective product. Also, my TF missed the delivery date by one day and I got a refund of 6 bucks back... So I ended up spending 5 bucks...
nowhere did i read they wanted a copy of the invoice or warranty card or anyting of that nature to show if it's still in warranty....since these things have only been available a couple months, i can't imagine ANY TF101's being out of warranty yet. I just mailed in the unit (no cables, no manual, no nothing but the TF101), factory reset, in original box with the 2 pieces of paper they requested....they also said nothing about getting a repair/refurb in return.
i can't imagine they have the time to physically repair the various units that come in and get them back out in a timely manner....though i'll know quickly if i get my old one back, mine has a nice chip/flek where the copper used to be.....they also didn't mention anything about me paying return postage (unless you meant you paying the postage to send it and them paying the postage to send you the fixed one).
Fedex ground and it should be there on wed....not sure who you people are talking to to get so much information, my letter said to ONLY send the stuff you want replaced, not all the cables and stuff.
Oh, and sent it to a Suite 200, what kind of Suite has a white room and able to repair broken computers, i thought these were all manufactured in Taiwan, doubt they have the ability to repair them in Texas.
$14 for ground Fedex, really the only shipper i trust for expensive items.
Please do not to include any accessories, including but not limited to as they will not be returned / replaced. Customers will be responsible for shipping fee if they are requesting items to be returned
Shipped it ups. Its indeed 11 bux for ground...3 days from socal. First $100 is insured, $2 additional for each $100. Didn't want to risk 400 to save 6 so paid for that as well.
Also didn't want to send my box in (dunno why, feel a bit secure having the barcodes and stuff) so paid additional 5 for them to pack it.
Came out 23 and change...shiuld get there in 3 days
Sent from my PG06100 using Tapatalk
Tubular said:
If you can do UPS it's a little better because the insurance is already implied I believe (don't quote me on this, make sure). They also have real time tracking but IMO UPS takes longer and is a bit more expensive. Priority Mail is almost always three days with the first being when you drop off and the third being when they receive it. This is even if you're doing this from NY to CA.
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Eh? I've sent a package to California with UPS and it was sent there by three days.
I trust UPS more than USPS. It's far much better and stable.
Not sure what you're talking about UPS taking longer.
What are the return times like? I'm up in Canada and I sent my TF in for a problem with the bezel and it's been at the RMA place for 3 weeks now! I'm getting a little frustrated because my RMA number isn't working on the tracking site, but when I call support up they say they can see the status of it and keep telling me I have to wait "just a bit longer".
I love the TF, but I'm getting very frustrated by ASUS's tech support. The tablet has now been in an RMA center longer than it's been with me
It took 2 weeks here. Picked up from the Netherlands, shipped to Czech Republic (1 day), speaker + accelerometer repaired (12 days), shipped back to NL (1 day).
Not sure what you're talking about UPS taking longer.
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UPS Ground takes five days at the minimum to reach CA from NY. If you haven't used UPS Ground before you have no idea what you're talking about.
UPS 3-day gets from CA to NY in 3-days, that's why it's called 3-day. UPS Ground however, does not.
Oh and the Grapevine, TX facility does have a clean room. Look up the address for the Grapevine, TX facility and you'll find the "ASUS Service Center" is actually "Wistron Infocomm". You'll also find a news article about how the facility was renovated last year to have better air filtration and upgraded clean room standards overall. It makes me a bit more confident but reading forum posts from people who sent in laptops and motherboards to various Asus contractors shakes my confidence. Some have received either no repair or their items were purposely damaged so that Asus wouldn't have to foot the bill for the repair. It's this kind of shady bull**** that makes me fear the worst.
I sent in everything because not only was my unit defective, so was the charger. I don't know where you got that above passage Krighton but it's clear on the e-mail:
6.Ship your unit and all accessories (if applicable) in the original packaging to ensure safe handling while in transit. In the event that you do not have the original packaging, please pack your unit safely. By shipping your unit to an ASUS service center you agree that ASUS cannot be held responsible for any damage that occurs as a result of third party courier service.
7.Do not ship any additional devices or peripheral accessories that were not included with your unit. ASUS cannot be held responsible for any lost, stolen, or damaged items that were not included with the original unit.
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Bubble 7 means don't put irrelevant **** in the box like a game boy or something. Everything that came with the unit is fair game. I better get all of it back since these pricks insist on repairing instead of replacing.
"By shipping your unit to an ASUS service center you agree that ASUS cannot be held responsible for any damage that occurs as a result of third party courier service."
I believe this is both immoral and possibly illegal. The item(s) should be insured by Asus with the courier they use. If the courier is handling the goods on Asus behalf then they should be responsible for any damage incurred during shipping and claim the money back from their courier!
I'd challenge any sensible small claims court not to agree with my thinking on this. But I do not practice law so if anyone wishes to chime in please do.
Which one would be best for handling RMA's?
With Retail, my understanding is, I simply walk in the store with my tablet, ask for a replacement, and I'm done. No additional fees or anything, and I can do this within the 30 day (or however long it is) period. After the store warranty period is up, I then have to go to ASUS for support.
With Google, my understanding is I have to start a RMA process, which involves Google authorizing $200-$250 on my credit card, for however long it takes them to get the device back and check it out, but they send out a new tablet without me having to send my old one back prior to that. I don't know how long Google's warranty period lasts, but I take it I have to go to ASUS for support afterwards.
WIth ASUS, I don't understand how the RMA process works with them at all, but I assume I send them the tablet, they send me a new one?
espionage724 said:
Which one would be best for handling RMA's?
With Retail, my understanding is, I simply walk in the store with my tablet, ask for a replacement, and I'm done. No additional fees or anything, and I can do this within the 30 day (or however long it is) period. After the store warranty period is up, I then have to go to ASUS for support.
With Google, my understanding is I have to start a RMA process, which involves Google authorizing $200-$250 on my credit card, for however long it takes them to get the device back and check it out, but they send out a new tablet without me having to send my old one back prior to that. I don't know how long Google's warranty period lasts, but I take it I have to go to ASUS for support afterwards.
WIth ASUS, I don't understand how the RMA process works with them at all, but I assume I send them the tablet, they send me a new one?
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Not sure about ASUS but retail would probably be the easiest and quickest, and give you the least amount of trouble. Major retailers like Best Buy would likely just take your defective device and give you a new one. As for google... I think that they send you a new N7 along with the stuff needed to send the defective N7 back to them.
Hmm, seems no retail place near me sells the Nexus 7.. looks like I'll have to use Play Store
Pawnty said:
Not sure about ASUS but retail would probably be the easiest and quickest, and give you the least amount of trouble. Major retailers like Best Buy would likely just take your defective device and give you a new one. As for google... I think that they send you a new N7 along with the stuff needed to send the defective N7 back to them.
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I've done asus rma's in the past. All they did was fix the unit, and send it back. Hopefully with N7's they give replacements...
Sent from my Incredible S using xda app-developers app
espionage724 said:
Which one would be best for handling RMA's?
With Google, my understanding is I have to start a RMA process, which involves Google authorizing $200-$250 on my credit card, for however long it takes them to get the device back and check it out, but they send out a new tablet without me having to send my old one back prior to that. I don't know how long Google's warranty period lasts, but I take it I have to go to ASUS for support afterwards.
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Click to collapse
With Google you can get the new tablet first, before you have to return the faulty one.
In the US they'll send you a UPS label by email for the return, in the UK you're supposed to get a returns label with the new tablet, although apparently sometimes this has been left out, but Google will sort it out if so.
The warranty is 12 months, sorry I can't post the link yet as I'm new here but it's on the Google Play support site. Not sure who deals with support after the warranty period.
OK has anyone had any experience on doing an exchange or return in the UK for a nexus 4.
I recieved mine today and the damn device is perfect in every way except the bezel had a big chunk of paint chipped off where the volume rocker is. I was gutted as the screen was pixel perfect the buttons were solid the back didn't creak. nothing.
So I thought I'll set up an exchange no problem Google are good this way. After all the guys over in the us get a shipping label send off the device and in the mean time a new one is winging its way to you. Thanks to ups.
So I spoke to Eric who said he would set up the RMA and I should send back the damaged device with the shipping label and RMA note in the email he would send.
Not so
I got the email and it had an RMA document but no shipping label.
I phoned to ask where I send it from then. Now Jeremy tells me they don't do shipping labels for the UK as its TNT that deal with things over here.
OK I thought I'll contact TNT
Nope they need a reference number for collection or before they can do anything.
So I phone back
In the mean time I check my Google account and notice the new device £279 pending. So I check my bank and find the £279 has been pre authorized on my bank account
Which wouldn't be so bad if they sent a shipping label etc as I could have it sent away tomorrow and with them next week. Well within the 21days return and they wouldnt charge me.
As it is I have no shipping label and no one can reassure me that one is or will be send and how I will receive it.
So I call up johnney at Google who tells me it should turn up but does not know how.
Well I can't have £279 pre auth out my account for a device that will ship to me sometime and £288 out my account for a device I have but is faulty so can't sell it and probably won't get a shipping label sent out therefore I'll end up with one good device which I will be charged for and another that's faulty and cannot return
That's if the exchange is OK when it comes
My god why don't they offer a door step exchange like Sony did with the ps3 etc through ups or city link
In the end I couldn't take the risk and had to cancel the exchange so that the pre auth will drop off my account and set up the RMA for the one I have to get a refund.
I know its not great but better than being charged again and ending up not being able to return the first.
From what I read over at the nexus 7 forum a lot of UK customers waited for about a month for refunds but some were 59 days or more as the shipping labels just didn't go out.
So I wanted to know if anyone had already went through this process in the UK and what the actual procedure was and how long it took to receive the shipping label etc. Did it get sent out or did you drop it off with TNT and give googles account number or what.
Any info would be great and I'm sure it would help other UK customers as I would have really liked some info.
Unfortunately we are not as fortunate as our US brothers and sisters to be able to deal with ups and simple returns.
Here's some pics of my lovely but flawed nexus
Sent from my Galaxy Nexus
Anyone want to chip in with experiences as it would be really useful to find out what's going on in the UK since Google don't seem to know
Sent from my Galaxy Nexus
I've just organised a replacement due to white spots on the screen and the buzzing earpiece. It took a while to get through, and I was ready to break something due to the pre recorded message about high volumes of calls on a constant loop (as in it literally repeats the second it finishes) but the guy I spoke to was extremely helpful, more so than any UK based CSR I've ever dealt with!
In terms of the procedure, he's emailing me with an RMA form and he said a prepaid postage label will come with my new device in order to send the defective one back. He also said a charge will appear on my card and once they receive the defective device they'd take the charge off.
Although my experience hasn't completed yet, I thought I'd share my experience so far.
01354 226184 that's the none 0800 number to call for UK based support by the way, for those who can't call 0800 numbers for free.
Yeah same as myself.
The issue I have with it all is they don't really know who arranges what in the UK. I was told its TNT that arrange the returns bag but TNT say its Google that have to initiate the return through TNT. Then latter sounds more sensible but Google cs don't know how to do this and presume its automatic.
Problem is you only have a limited time to get the return back to them.
If I could walk into TNT give googles TNT account number then pop the device in a bag with the RMA note I would be happy.
It would be sent off and tracked. Simply just have to wait on it being received and refunded.
What makes me uneasy is the potential for the returns bag to never turn up. You get billed for a second device and no way to return the original defective one.
I'll keep this going as there are lots of threads about returns in the US but nothing about how the process works in practice in the UK which leaves me wishing Google had a walking store or doorstep exchange service.
Also thanks for the non 0800 number
Sent from my Galaxy Nexus
You know I remember reading somewhere in the agreement Google say that they reserve the rights to send out used/refurbished items as replacement. Maybe your nexus is one of those.
Just a suggestion: Do try to make sure you handle your RMA carefully. I recently did an RMA and the CSR sounds like a complete noob and in the email they sent me has a RMA agreement with ASUS and link on it.They're just getting real sloppy.
qpqpqp said:
You know I remember reading somewhere in the agreement Google say that they reserve the rights to send out used/refurbished items as replacement. Maybe your nexus is one of those.
Just a suggestion: Do try to make sure you handle your RMA carefully. I recently did an RMA and the CSR sounds like a complete noob and in the email they sent me has a RMA agreement with ASUS and link on it.They're just getting real sloppy.
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There is no way the RMA stock already has returned/refurbished devices in it. They have to go back through a process to be repaired, inspected, tested, and repackaged before they can be sent as RMA units and this process takes weeks or even months. Any RMA units that are sent out at this point in time will definitely be new units.
The RMA devices are new as they have as said before kept a stock of new ones aside for this purpose.
As of yet I have not had any returns envelope or shipping label etc.
I know j could use the nexus 4 just now until returned but I'm just so fed up with the whole process its left the device tainted with this experience. Its an awesome device and love the design I just can't bring myself to use it because of all this. So it will be returned as I got it if I ever get to return it
Sent from my Galaxy Nexus
ok sorry to say as of yet STILL have NO retruns envelope etc for my N4 despite google cs saying its been sent
Gutted mate, had the same problem but some persistent nagging via email and I got my label need to ring TNT and arrange collection
Sent from my Nexus 4 using xda premium
how did the label come out? did it come through royal mail
While you still have it. Give it a little scratch please, around the chip are. Does it come off really easy? Thanks a lot.
Sent from my Nexus 4 using Tapatalk 2
Kenneth131 said:
how did the label come out? did it come through royal mail
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TNT delivered it mate had to sign for it as well
Sent from my Nexus 4 using xda premium
I looked at their site and it said the RMA document would be sent with my replacement, which would be despatched within a week of the 20th. Seriously, Google are a joke!
I'm trying to arrange a collection for my faulty Nexus, I have the TNT bag with the consignment letter, which has a senders account number registered to Google. The delivery address on the consignment letter is that of LG Electronics in Poland, TNT won't collect it as the delivery address that they have registered to the Account Number that I'm quoting is for Google in Belgium.
Did anyone else experience this? I'm tempted to blag it with TNT and just say that the delivery address is what they think it should be.
Hi All,
I am in a little trouble here. I ordered 3 Nexus 4s at the start of this year. 2 of which work like charm, however, one had issues since day 1. The camera NEVER worked. It always gave error "CANNOT CONNECT TO CAMERA". The signals kept loosing all the time, literally all the time.Phone restarted too too much. Then came android 4.3. I updated the android version and since then, the phone went off off itself and never turned back on. It is stuck at the X sign while starting/restarting. The battery however if full.
Now yesterday I called, Google helpline. I told him 2 issues with the phone.
1) Camera never works
2) It loses signals all the time.
I told the guy i have factory reset the phone quite a lot of times but nothing fruitful happend. Then this guy asked me to follow certain steps to get my phone to factory reset. I tried but nothing worked. He said unless and until you dont factory reset it, I can process your request for warranty. Then he also mentioned something like, if its software bug, we will handle it and if its a hardware bug, you will have to send to LG.
Long story short, I wanna know:
A) Does Google only handle SOFTWARE problems under warranty? Not the HARDWARE ones???
B) If Google processes my warranty and sends me a new device, what do they see in the defected unit when they get it from the customer? Or they just release the amount they held from customer's account, once faulty device is received, without even checking the device?
c) The silver rim in the phone has peeled off slightly from two edges. Does it mean they won't return the amount which they will hold before sending me the replacement device? As I did not mention about it on phone because I didn't consider it a problem and was ok with it.
d) Lastly, when I receive the new device, do I need to send the faulty one in the same box in which I received the new device? Or like, how do I ship them the faulty unit?
My phone is COMPLETELY stock and NEVER rooted.
rev_11, bought in March 2013
No one?
I've sent in my Nexus 4 for cracked screen repair. This is what I learned.
A. Google will fix any hardware problem, so long as they don't believe you caused it.
B. Upon receipt of your defective phone they inspect it to find out two things.
1. What's the damage/how can it be fixed/how much it will cost
2. What/who might have caused it, to determine who will foot the bill
C. Cosmetic damage is not a problem -- it happens. They repair your phone and usually don't send you a refurbished unit.
D. You ship your device to them for repair, initially.
Can a brother get some thanks?
og1502 said:
I've sent in my Nexus 4 for cracked screen repair. This is what I learned.
A. Google will fix any hardware problem, so long as they don't believe you caused it.
B. Upon receipt of your defective phone they inspect it to find out two things.
1. What's the damage/how can it be fixed/how much it will cost
2. What/who might have caused it, to determine who will foot the bill
C. Cosmetic damage is not a problem -- it happens. They repair your phone and usually don't send you a refurbished unit.
D. You ship your device to them for repair, initially.
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Click to collapse
I ship them my device for repair? But they will already send a new device, so what will I do once they are done repairing my device? As in will they send it back and return me my old device once it's repaired?
Moreover, what I have learnt from posts on this forum about RMA, Google care less and they release the amount once they receive the faulty unit. People got their amount released even after sending Google rooted devices :/
Can a brother get some thanks?
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Click to collapse
Gave u 1 .. And your first one
I contacted LG for warranty service, not Google. I told them my phone was bust, they told me to send it in for it to be evaluated. I did, they did, and they got back to me with an estimate because I had broken it. I gave them the go ahead to fix it and my credit card number over the phone to pay for the repairs and within a week I had the same phone I sent them, fixed.
filthykid said:
I ship them my device for repair? But they will already send a new device, so what will I do once they are done repairing my device? As in will they send it back and return me my old device once it's repaired?
Moreover, what I have learnt from posts on this forum about RMA, Google care less and they release the amount once they receive the faulty unit. People got their amount released even after sending Google rooted devices :/
Gave u 1 .. And your first one
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ad far i know,you send the device, if they see its their fault, they send a new device and everything finishes here.
What happens to the broken device? idk, maybe they fix and re sell or just throw in the trash, who knows?
Lol ok. But i think that's not how it works. What i have learned from their support page is that they hold your amount and send you the new device. Then u send then the faulty device and they release your amount. Case closes
Sent from my Nexus 4 using xda premium
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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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 =/
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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.
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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