Asus customer service - Nexus 7 (2013) General

I sadly broke my Nexus 7's(2013) screen and digitizer in less then 5 days. Shameful I know, but anyways I contacted Asus since there wasn't anything else I could do. Their customer service set me up with a representative within 5 minutes. I explained my problem and he told me that they can fix it but it may cost me. There wasn't another option so I said okay. So they sent me an email with a form and told me to ship my Nexus to a Asus repair facility. I did and within in a week they sent me it back and fixed the screen and digitizer for FREE! Yes free well unless you count the shipping which was a small price to pay for fixing the device that wasn't their fault in the first place. Anyways if any of you have problems contact Asus I'm pretty sure they can help you. I'm so happy thought I lost my Nexus.

Someone if eager to save their reputation
Sent from my Nexus 7

Is it the same device or a new one?
Sent from my Nexus 7 using XDA Premium 4 mobile app

Good to know that they have a good customer service.
Sent from my Nexus 7 using xda app-developers app

androidsavage23 said:
I sadly broke my Nexus 7's(2013) screen and digitizer in less then 5 days. Shameful I know, but anyways I contacted Asus since there wasn't anything else I could do. Their customer service set me up with a representative within 5 minutes. I explained my problem and he told me that they can fix it but it may cost me. There wasn't another option so I said okay. So they sent me an email with a form and told me to ship my Nexus to a Asus repair facility. I did and within in a week they sent me it back and fixed the screen and digitizer for FREE! Yes free well unless you count the shipping which was a small price to pay for fixing the device that wasn't their fault in the first place. Anyways if any of you have problems contact Asus I'm pretty sure they can help you. I'm so happy thought I lost my Nexus.
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That great to hear ASUS did that... +1 for Asus
Walmart sold me a 2 year accidental glass break/water damage warranty coverage for $28 it was a heck of a lot cheaper than Best Buys 2 year warranty at $70 so I got it. Hopefully if anything happens to the device its easily covered and ill get a new one instead of something fixed.
Off Topic - Does anyone have any experience with Walmart warranties they can share?

Asus was nice and pleasant to deal with.
I had to RMA one of my TF101s three times. It was the contracted repair shop (in Texas) who didn't fix the issue the 1st/2nd time.
They just re-flashed the stock image and sent back to me saying no-problem-found (I carefully documented the issue and suggested
they replace the mainboard due to faulty flash-storage). The 3rd time, I talked to Asus/San Jose directly and they asked the shop to
replace the board. It works beautifully since.
On the 1st RMA, somehow I unexpectedly got a new charger in the mail, from Asus (the issue was the unit didnot power on
even when plugged in). The 1st time I sent it out, it had a customROM onboard .. haha.

I've also only had good experiences with asus technical service. When my pc motherboard failed after a year, new one free!

Good to hear you had such a good experience with Asus.

Matrix_19 said:
Is it the same device or a new one?
Same device
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Good to hear. :thumbup:
The way things are looking right now they're going to get very busy very soon..

I had a terrible experience with my N7 (2012) and Asus. Sent it in for a bad screen, and took 2-3 weeks to get it back. Glad to hear they're getting better
Sent from my Nexus 4 using Tapatalk 2

Related

Samsung can be a pain to deal with...

I just wanted to get this out there because I'm curious how common this is. Having previously owned a Nexus One, HTC support was excellent and replaced the phone twice under warranty, no questions asked. Unfortunately, I've had a hard time dealing with Samsung.
I bought my Nexus S on the day of release in December 2010, and had no major problems with it until May of this year. It's the best phone I've ever owned. In May, the screen started becoming unresponsive so I called Samsung and they said I could ship the phone in for repair and they would pay UPS ground shipping each way. I live near San Francisco, so this would be 5 days each way to Plano, TX where the repair facility is located. No problem, I figured, as long as I get my screen fixed. For the meantime I purchased a new Nexus One on Amazon since I would be without a phone for at least a couple weeks. So I sent in the Nexus S, it took them a week to repair the phone after receiving it, so I was without my Nexus S for three weeks.
So I get the phone back and... bam... screen still doesn't work right. it's nearly completely unusable. Turns out they updated the software, tested it as working, then sent it back. I called Samsung again and after escalating to level three and being on the phone for an hour, they agree to do two day shipping each way and replace the screen components. This is fine with me, as long as the phone gets fixed. I sent the phone in again, and while they two day shipping helped, it was still two weeks that I didn't have my phone.
I get the phone back, and of course, the screen STILL didn't work right. It was so bad I couldn't even type out a text. So I call Samsung again, escalate to level three, and pressure to get the phone switched out. The support rep agrees, and says he has to put in an appeal to get the phone switched out. He said he'd call me back within the next few hours with the result of the appeal, which he did, and my request was approved. So I send the phone in again, two day shipping, and it takes about 5 days to be processed and for a refurbished phone to be sent back to me. Unfortunately, then sent it back ground, so it was 5 business days before I got the refurbished phone.
Once I got the refurbished phone, it did have a few nicks and dings, but it worked perfectly, just as my previous Nexus S had prior to May. The funny thing was the refurb was sent to me already running Cyanogen, which leads me to believe they don't QC their refurb phones very thoroughly, but it was okay since everything seemed to be working as it should. But then a couple days later I tried to use the headphone jack and it didn't work at all. It was completely dead. Go. F'in. Figure.
So I called Samsung again, the level one rep agreed to send the phone in for repair, but he couldn't do anything faster than ground shipping and I didn't feel like wasting more time on the phone. The repair facility received the phone yesterday, so we'll see how it goes. I assume a headphone jack will be easier to repair than the screen was.
I guess what irks me the most was I paid $570 (after taxes) to buy the phone outright, and here I really haven't had it since June when I first started to send it in for repair. I've had to waste my time and their time for a problem that should have been fixed on the first occurrence. Thank god I bought a new Nexus One for the meantime. I would also like to mention Best Buy was no help during any of this either. When the problem first started, they kept saying all they could do was work with Samsung to send it in to the repair center, except I would have to pay half of the shipping. That's just crazy to me, but not surprising.
One last thing I can say is everyone I have talked to at Samsung has been friendly. Level 1 and 2 are obviously offshore, while three are within the United States, but it didn't matter, all were equally friendly and seemed to do their best to help me. They just don't seem to have the power to do much other than send a shipping label for repair.
Sorry about the long rant, but I am obviously a bit frustrated by the whole situation. Fingers crossed when I get the phone back in 10 or so days (my estimate) it will be fixed and functioning properly.
I live in Brazil and here the Samsung support are even worse. But what can i do if they have the best phones?
I hope you get your phone back and fixed without any other delay.
Thx for sharing.
Sent from my GT-I9100 using Tapatalk
yes samsung support is horrible i dealt with them very often, and they will not replace / fix the phone for you if it was already fixed once
I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.
p-slim said:
I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.
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I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
desertflyer said:
I live in America too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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That means you must have tmobile. If it's a sprint phone you can take it to the sprint service center
Sent from my Nexus S 4G using Tapatalk
T-Mobile actually has excellent customer support, but they do not sell the Nexus S. Regardless, I just use T-Mobile's network. Simple Mobile is my service provider.
I live in India, My phone had a motherboard issue and they had to replace it. They told it would take 7 days. But i was without my phone for three weeks. If i had paid money for the new motherboard instead of claiming warranty i would have got it in 3 days.
Samsung service sucks.
desertflyer said:
I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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Sprint will repair a phone for free if you have insurance or for 35 dollars if you don't. Doesn't matter if its on or off contract. Screw dealing with the manufacturer.
Sent from my PC36100 using XDA Premium App
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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It depends on the state, but most don't have rules on warranties. Samsung offers 1 year parts + labor, but Best Buy (who sold me the phone) only have a 30 day policy. So basically I have to live with Samsung's support.
Sent from my Nexus One using XDA App
thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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This. I would never go through what you're going through if I can avoid it. Seven bucks a month is so worth it.
Sprint has been kick ass in this regard too. I once brought in my EVO to a repair center to get a hot spot screen replaced and they did it no questions. Another time I went in and asked for a replacement battery door and they just gave me one with no issues. I love Sprint man.
Sent from my Nexus S 4G using Tapatalk
Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Original Problem:
TECHNICAL INQUIRY - AUDIO/SPEAKER/SOUND/VIBRATION - DEVICE SOUNDS INAUDIBLE
Problem found:
RINGERTONE INAUDIBLE/NO ADJUST
Solution:
S/W UPDATED - REPLACED COMPONENT
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Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.
desertflyer said:
Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.
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Wow. That sucks.
Sent from my PC36100 using XDA Premium App
I got my Nexus S back Monday and it's fixed! I'm running MIUI on it now. Now that everything is working, I'm remembering why I love this phone. Thanks for letting me vent.
Sent from my Google Nexus S using XDA App

KB Dock keys unresponsive: Yet another horrid ASUS RMA story

I'm on my third RMA with ASUS for the Transformer... I figure some of you might want to hear my experience with ASUS service.
As the title above states, my dock's keys do not respond. The battery charges, the Ports work, and the touchpad works without a problem.
I'm a pretty tech-savvy guy, a back-seat hacker, if you must. Thus, the only thing that has kept me from opening this thing and jiggling the ribbon connectors is the warranty. So, I decided to send it in for RMA.
I get the kb dock back two weeks later. I was extremely disappointed when I docked the tablet to find that the problem was there right out of the box. They had "run diagnostics" and had not found anything wrong with it. Obviously, they missed something.
Well, I like to think that I'm a pretty reasonable guy, so I decided to give them the benefit of the doubt. "Hmm..." I thought... "maybe the problem is in the tablet itself and not the kb..." So, I call for the 2nd RMA and sent it along with the dock. To this shipment, I've had to spend $130 in shipping charges so far. To add insult to injury, they had it ready on a Friday, but I had to call in the following Wednesday to ask them to please ship my tablet since it was just sitting there. I got it the next day via FedEx.
I received my tablet the day before yesterday along with the dock. Once again, upon opening the packages, the keyboard keys were unresponsive; the merchandise had been returned to me in exactly the same state I sent it in.
I immediately got on the phone with ASUS, and the tech on the phone told me they had once again ruin diagnostics and had found no problems, and that I'd have to send it in again. I, understandably, was furious, and explained to him that I would not spend a single penny in shipping since they had my tablet and my dock and didn't bother to replicate my issue, and added that even if my tablet and my dock did pass their diagnostics with flying colors I didn't care if MY dock doesn't work with MY tablet. After talking to his supervisor a
RMA service center magically appeared 5 minutes from my house!
So, now i have my third RMA in the works for Monday. Hopefully this is the last, but realistically I think the picture is bound to complicate itself.
Bottom line with ASUS service... You get the picture... Draw your own conclusions
Thats terrible man. Bad enough you got a device thats defective, but making you pay to ship it and then NOT FIXING IT is unforgivable. Next step should be shipping it back to them with a well written letter outlining everything and 'keep it' at the end. Then doing a chargeback on your credit card. Any subsequent attempts to ding your credit would be resolved by submitting same letter to credit-reporting agencies. Just my $0.02.
Sent from my SAMSUNG-SGH-I997 using XDA App
This actually sounds like a good idea! Have you done this before?
rivera151 said:
This actually sounds like a good idea! Have you done this before?
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yeah dude this is why we have credit cards. you get the backing of a multi billion dollar company when you have problem with merchants. it's your right to file a chargeback.
if you have amex or visa they will replace/refund you even if asus doesn't. in particular, amex will double the warranty up to 1 year plus stolen/damage protection. My sister's ipod broke(white screen upon boot, 3rd gen nano) and amex sent my dad a check for $150 no questions asked. didn't even need to send the broken ipod in.
don't let yourself be held hostage by asus because of poor support or bad product
unfortunately i bought my first transformer with Discover card and they wouldn't cover it when it got stolen . i called AMEX and they said they would have refuned me!
UPDATE: Service center next to my home doesn't service equipment bought at Best Buy. Thus, had to call ASUS to reschedule RMA. Now, they tell me that if I download and install atk driver, the problem will be fixed.
WHAAAAAAAAAAAT?
rivera151 said:
This actually sounds like a good idea! Have you done this before?
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Haha no, I've actually had great luck with mine, I just give good advice. Only real issue for me has been screen dead spots, solved by touching the metal bezel of the tablet.
Sent from my Transformer TF101 using xda premium
I had my device stuck in RMA hell twice for a total of about 2 months. I originally sent it in for a white "cloudy" spot that developed on the screen. Got it back two weeks later with the worst back light bleed I've ever seen. Sent it back out that same day and it was stuck with their techs who repeatedly claimed no trouble found. Asked to speak to supervisors and was promised a call within "24 - 48 hours". I'd call back every 3 days telling the I never received the promised call, and they said the solution was to wait ANOTHER 24-48 hours. After about a month and a half they finally replaced my LCD and sent it back to me, but I'm disgusted with ASUS at this point.
Sent from my Transformer TF101 using XDA
Yeah, going through the same thing. I sent it back on an RMA because it totally died after the ICS update, they flashed ICS on it again (and it died again within 4 hours), sent it back again and now they've had it for about a month. I don't really care since I bought a Samsung Tab in the meantime which seems to be built a lot better and hasn't given me any problems - but I would like to get it back at some point to sell it. I've pretty much sworn off buying anything made by Asus based on my bad luck with the transformer and dock. This lack of customer service may be acceptable in China, but it's a good way for a company to crash and burn in the US and EU.
solom01 said:
This lack of customer service may be acceptable in China, but it's a good way for a company to crash and burn in the US and EU.
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Are you implying that somehow Chinese people are ok with lack of customer service?
....
I was finally able to hook my tablet up to another dock. guess what? the problem is in the tablet. the dock at the store behaved exactly like my dock. so I guess I am still stuck in rma hell without a tablet.

WARNING! Buy At Your Own Risk

I would like to say first that I absolutely LOVE my Nexus 7 tablet. Having owned a couple of different Android tablets made by those other people (Samsung...even an iPad Mini), I can honestly say the N7 really is the best. With that being said, I would like to share my experience with them today, and I hope it helps others in being more informed about their decision to purchase in the future. Its kind of a long read, but you will be shocked at the end, so please see it through.
A week or so ago my tablet developed an issue where after waking it from standby I would have to toggle Airplane Mode on and off in order to access the internet. I was off work today so I called Google warranty about the issue. The gentleman I spoke with was very kind and, I believe, as helpful in the situation as he could be. After explaining the issue and running through some standard trouble shooting, the first technician I spoke with from Google concluded it was most likely a hardware issue and that someone from a different department (mind you, I was speaking to the warranty department already) would contact me via email in 24-48 hours.
After I hung up from him, I thought about it and something wasn't quite right. The warranty department should be able to generate a replacement or at the minimum an RMA right then, right? So I called back and asked to speak with a manager. I was transferred to a floor supervisor, explained everything that had transpired up until then, to which he promised to get to the bottom of the issue right then. He asked for my email address, which I provided, when he stated he could not find an order for a Nexus tablet. I proceeded to explain to him I purchased it from GameStop, I had the receipt with the box and date of purchase, when he abruptly cut me off to tell me he could not do anything about my warranty issue because it was bought from a third party. He explained I would have to go through the retailer or through Asus. Now, here is where my trouble with this begins. Is this not manufactured for, branded, and advertised as a GOOGLE Nexus 7 tablet...or is it brand, advertised, and sold as an Asus Nexus 7 tablet. Yes, I understand who actually manufactured it. But that is transparent. There are A LOT of products made by other manufacturers that are sold under a different brand name. In fact, there are actually quite few true "manufactures" in the world but they make and sell products daily under a different name. However, this floor supervisor was unwilling to provide me with any assistance at all. He did offer to connect me to Asus customer support.
Another hold later, and 20 something minutes into the call, I was connected to another very nice customer service rep from Asus. I again (third time) explained the issue and the steps already performed to remedy the situation. After speaking with him for a while, he agreed to issue an RMA so that one of there technicians could diagnose the problem and do a repair or replace. I asked at his point how long this process takes...TWO WEEKS. Mind you, I have only owned the tablet a total of exactly 7 weeks and 2 days. I told him that this was completely unacceptable. He then offered to upgrade my case to priority service. Again I asked for a time frame and was told this time...1-1/2 WEEKS, or 3 days faster. At this point I am furious. I asked if I could have a replacement sent out...NO. I asked if I could have one sent out with a hold on my credit card until my defective unit was received...NO. I asked if I could have a refund arranged...NO. I asked if he would be kind enough to contact GameStop to request an exchange be made...NO. MY ONLY OPTION ON A 7 WEEK OLD TABLET...A GOOGLE TABLET MIND YOU...WAS TO BE WITHOUT FOR 2 WEEKS! You have go to be kidding me! I sincerely thought Google was better than this.
I used the following analogy...you buy a brand new car. It has a warranty issue that needs fixed so you take it to the dealership at which point they say, "sorry but we cant fix it for 2 weeks" and leave you with no car. I honestly can not believe the customer service between these two companies is this poor. As well, I have had cell phones replaced by AT&T under warranty that CERTAINLY were not made by AT&T, yet Google does not share the same mindset although the tablet was clearly a Google product.
So, I write this as a warning for any of you that have purchased your tablet from GameStop, Best Buy, Staples, ect. what challenges you face should you ever need warranty service. And to those who did purchase off the Play Store exactly how Google is treating their customers. I love Google (a lot less now) but I will NEVER buy another Nexus/Google branded product again...not so much as rent a movie or buy a song from the play store. And I will take to any forum I can access to share my experience in an attempt to convince Google/Asus to improve their customer service. They have lost a customer and I implore you to share my experience with as many people as you can that may be considering a Google product or service in the future.
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
sigaiser said:
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
Click to expand...
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For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
danvee said:
For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
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Thanks for the link...I posted there as well. It is cruddy. I would
D have expected more from Google in a situation like this.
Sent from my Nexus 7 using XDA Premium 4 mobile app
tweaked said:
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
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I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
djsubterrain said:
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
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Click to collapse
Buying direct from Google won't help. When I had to have my Nexus phone replaced, under warranty, I called Google since I bought it on the play store. They gave me a number to Samsung(It was a Galaxy Nexus) and Samsung did exactly the same thing. I had to go to Wal-mart and buy a cheap flip phone to use for 2 weeks while Samsung replaced my 2 month old phone which I had bought from the Google Play Store.
It is definitely nice to go to an apple store and have a replacement in 10 minutes if you have a bad phone... I had an issue with my galaxy s4 and at&t didnt have any in stock to replace it with.... Bad experience.
I actually feel nothing is wrong with the warranty service options the OP mentioned.
It would be above average for the industry.
If I bought a premium car like Lexus then I would expect a nice loaner if my car needs works.
But if I paid for a Toyota, then it's up to the dealer ... a shuttle ride is nice enough.
I even bought my 2012N7 over ebay, haha. Worst case, I just call Asus.
Unless Google promises something and doesn't deliver ... otherwise, it's up to them (that's why I normally
talk nicely to the customer-service people).
sigaiser said:
I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
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Click to collapse
But, I'm only good at smartass comments.
i had my nexus 4 RMA due to faulty screen and i had the most wonderful experience, the lady i spoke to gave me no trouble what so ever promptly sent me an email with the order replacement link, put the hold on my card and 2 days later brand new N4 at my door, i would actually prefer to order directly from them after that experience
Also had a good experience with the nexus 4, screen was super dim, Google sent me a new one and have me a shipping label to send my old one in the same box
Sent from my Nexus 4 using xda app-developers app
One of the reasons why I always buy from companies with excellent customer service.
Few examples..
Bought a Galaxy Nexus from Amazon and after 6months+ it developed a fault.. cant remember what it was. So me being me... its been 6months+ I contact Samsung because its been so long. They told me they can get it fixed within a week. I get it back and its worse then when i sent it. I tried again.. sent it, came back and still as bad. I contact samsung again and explain to them. They said they will contact me within a few days.
While waiting i thought what the heck... Contacted Amazon and explained Samsung has wasted my time and if possible would like a refund. They said ok right away and got my money back! Samsung contact me and I vented out to the manager/supervisor on the line and all he could say was thats great that you got a refund....
Bought a Nexus 4 direct from Google.. Again after 6months+ it starts over heating. Contact google and they said we can replace it for you no problem. They sent out a new one while i still had the faulty one.
I would pay more for a product just to have great customer service then to get it a little cheaper and have next to no customer service.
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
N7 2012 woes
@ sigaiser
I understand your frustration. I have an old Nexus 7, which I bought in the UK from PC World. It developed a fault where it would not charge. PC World referred me to ASUS, who ran through various ideas to fix it (most of which I had tried after internet forum searches), gave me a code and an RMA, and told me 7 to 10 days. It was picked up by the courier for next day delivery to Triage Services, who do ASUS repairs in the UK. After 4 weeks, it came back and still had exactly the same fault. (Later, I found that Triage had replaced the motherboard.) SO after another couple of days of trying to sort it out again, I rang again and got another RMA and an email telling me to book it in. I was also told that I should have been told "up to 30 days" not 7 to 10. The courier web site this time told me I'd have to pay for the return (different courier first time) though subsequently ASUS complaints told me that that was a courier error. Away it went again, and came back with the battery re-seated. It did not charge up, so off it went again. After another couple of weeks, making a total of 8 1/2 weeks, it came back with a new wall charger - supposedly that was no longer charging (even though when it left, it happily charged my Nexus 4). I HAD told them it was not that, as 3 different chargers would not charge The Nexus 7. It lasted that day, then refused to charge fully overnight, and charging to a lower % each night. All ASUS would offer was another RMA. :crying:
In the end, I threw myself on the mercy of the team at PC World, and asked if there was anything they could do - perhaps a discount on a different tablet. They had a chat, and gave me a new Nexus 7, this time with their "Whatever Happens" replacement insurance. Result. In future I think I will be getting my stuff from them with that guarantee.:laugh:
The current Nexus 7 charges up MUCH faster than the first one ever did, so either something had been changed, or the first was always faulty.
ASUS had been helpful, but they required THREE parts of the tablet replaced before they'd replace the whole thing. I had only had one so even though I'd lost it for more than 2 months out of the 12 month guarantee they would not consider either a replacement, or even extending the warranty for the 2 months I had been without.
Triage services, on the other hand, who supposedly did the repairs, I have no time for. First time round, they booked the tablet in to their workshop 5 days after they got it (thus showing ASUS that they were working on it faster than the truth). Then clearly they never actually tried it any of the three times before returning it.
joshyc5 said:
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
Click to expand...
Click to collapse
No, I'm not mad I have to send it back to the manufacturer. I'm mad because that is the ONLY option to send it back. Google told me on the phone if I bought it direct from them, they would send out a replacement right then and there. So what's the difference? GameStop is an authorized retailer. It's not like it was a black market knock off from Amazon. And as far as Asus goes (who is the manufacturer yet not a reseller), they offer no way to have a replacement sent, even with a credit card hold. So the ONLY option is to go without and wait 2 weeks, or whatever the turnaround time ends up being, without the product you paid for. That's what makes me mad.
And maybe I'm missing something, but what I can't get over is the fact that it's made for Google and sold by Google, yet Google is not supporting products sold by third party retailers although it carries their name.
Sent from my HTC One using XDA Premium 4 mobile app
I really don't see a 1-1.5 week wait as being that big of a deal, sure it would be nice to get it replaced with a new one but they do not have to offer that to you. The warranty doesn't say that they offer replacements at the first sign of an issue. Since you bought it from a 3rd party retailer I wouldn't expect Google to take care of it since it is an ASUS tablet. If you'd purchased it from the Play Store and they wouldn't help then that would be a problem.
They just couldn't move as fast as you *commanded* them too? F off.
aiiee said:
They just couldn't move as fast as you *commanded* them too? F off.
Click to expand...
Click to collapse
Lol, whatever. Easy to hide behind a screen name. You wouldn't say it to my face so why say it online?
Either way, moderators, just close this thread. Obviously no one has the intelligence to understand the point I was attempting to make so it does no one any good for it to remain open as its only going to turn ugly.
Sent from my Nexus 7 using XDA Premium 4 mobile app

ASUS Warranty FAIL

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
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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!
Click to expand...
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
Click to expand...
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
Click to expand...
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

Asus RMA experience an adventure

Hello guys,i sended my tablet 2 times for the grounded touchscreen issue many of you know ,first time my tablet returned after 2 days at the repair center and the center didn't done anything to it,just a hard reset.
So I Send the tablet back for a second time ,this time the tablet was there over 20days,this time they replace a "usb board" so i thought problem fixed,today i got my tablet and it came with the same problem.... but this time more horrible with with missing touches all over the upper middle part of the Screen when it's not grounded and that's not enough,i was shocked when i saw the service damaged the frame of my tablet!! ,seems like someone did try to open it with a screwdriver and the frame has a damaged/broke part on the top right ,i called the service center and told them that the problem hasn't fixed still! and specially for the damaged they service did on the frame! and i did send a picture of it ,they told me they will make a new RMA and i will send it tomorrow AGAIN.
My adventure continues,i used to be a very big supporter of Asus... has anyone experience anything similar? please let me know ,or any suggestion guys
They have had mine for 4 weeks.........
I just got my tablet back day before yesterday. It took exactly 2 weeks from the time I sent it. I was having an issue with the USB port. It wouldn't charge or connect to my pc while the tablet was turned on. It would charge when it was powered off and the computer could see it while in fastboot mode. So I was able to return it to stock and relock the bootloader.
I don't know the details of what was repaired. Is that documented somewhere? I did setup up an account with ASUS. I actually started the whole RMA process online. Never actually spoke to a person. For the most part it was pretty painless other than not having a tablet for 2 weeks.
Here are videos i took after this second repair to see the problem is still here https://www.youtube.com/watch?v=60oysCFNopk
https://www.youtube.com/watch?v=HZVRJD4omEU
and this is what they do to my tablets frame,which i had in amazing condition since day one with case and screen protector View attachment 2691497
I RMAd mine because the micro USB port was intermittently working. It took them 4 weeks to decide not to fix it, and send me what they claim is a new one..........
ruskastud said:
I RMAd mine because the micro USB port was intermittently working. It took them 4 weeks to decide not to fix it, and send me what they claim is a new one..........
Click to expand...
Click to collapse
so they send you a new unit?
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
ruskastud said:
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
You asked for a new unit? You didn't have an option for take your money back?
ruskastud said:
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
I didn't ask for a new unit. I thought mine was going to get repaired. They chose not to repair it, and send me a "new" one. I wasn't asked or given any other options.......
Sent from my Nexus 7 using xda app-developers app
My heart goes out to anyone struggling with this tablet. I waited weeks and tried updates but it never helped. Customer service was of no assistance. I've read nothing but horror stories on sending in these units. Luckily I was able to correct my issue with Ts11 fix. I am now seeing people have problems with it messing up again.
Highly considering selling my unit online while it's working and washing my hands of the situation.
Just remember no matter what the company, the squeaky wheel gets the oil. Be patient, kind, not rude, and persistent. You may have to make ten phone calls but eventually they will get tired of it and help.
I am glad to read that someone in this thread actually got Asus to send them a replacement. I would like to know what condition it's in and if you've had any problems with it yet???
Sent from my Nexus 7 using Tapatalk
dimcreed22 said:
Hello guys,i sended my tablet 2 times for the grounded touchscreen issue many of you know ,first time my tablet returned after 2 days at the repair center and the center didn't done anything to it,just a hard reset.
So I Send the tablet back for a second time ,this time the tablet was there over 20days,this time they replace a "usb board" so i thought problem fixed,today i got my tablet and it came with the same problem.... but this time more horrible with with missing touches all over the upper middle part of the Screen when it's not grounded and that's not enough,i was shocked when i saw the service damaged the frame of my tablet!! ,seems like someone did try to open it with a screwdriver and the frame has a damaged/broke part on the top right ,i called the service center and told them that the problem hasn't fixed still! and specially for the damaged they service did on the frame! and i did send a picture of it ,they told me they will make a new RMA and i will send it tomorrow AGAIN.
My adventure continues,i used to be a very big supporter of Asus... has anyone experience anything similar? please let me know ,or any suggestion guys
Click to expand...
Click to collapse
Wow, at least you got an RMA!!!
I know this is off topic but does relate to what you say...
I have tried RMA for a 3 mother boards over the years. The last motherboard, about 6 months ago... They never compelted the RAM process, they never sent an email confirmation, nothing. I emailed multiple times and they said they have no RMA. Then out of the blue the email with RMA number. This was after many attempts on the website. So I send said motherboard back to asus thinking it was an issue with the power capacitors (I am very knowledgeable when it comes to mother boards). Keeping in mind, it was still under warranty, they email me back saying that there are scratches around the CPU mounting holes that are causing the issue and its $180 to fix.
Then they dremmeled down even further to "show" me, totally ruining the board.
I have other stories too... That match yours as I only use Asus motherboards on my PC Builds... But that is matching your story. They made product worse and then told me its not under warranty.
Asus is a great manufacturer but the customer service is horrid.
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Panja said:
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Click to expand...
Click to collapse
I had those to I found out it was from to much pressure on the screen
Sent From Ville Candykat
Flashalot said:
I had those to I found out it was from to much pressure on the screen
Sent From Ville Candykat
Click to expand...
Click to collapse
Serious?!
I received my Nexus around a month ago.
Can't remember if I had them before but always using the Nexus with care...
Panja said:
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Click to expand...
Click to collapse
I also am experiencing the same problem. It irritates a lot while watching movies.
Sent from my Nexus 7 using Tapatalk
I just got mine back from Asus repair.
They replaced the LCD panel in my Nexus.
The 2 red smudges are gone but... I got 1 dead pixel back.
Phoned Asus support but apparently 1 dead pixel is within the legal margins here in NL and they cannot help me with this problem.
So long story short: 2 red smudges within a month of purchase, Asus replaced LCD, smudges gone, dead pixel instead.
I have never been to a service center until I start using tablets made by ASUS.
The very first time I went to their service center is because I got a Transformer Prime (TF201) that bricked itself when updating the official firmware! They took about a week to repair and the motherboard is replaced. I didn't have time to give a thorough check as they are about to close the center (I went after work). When I got home, I check the condition again and found out that the frame is loosen and scratched. What's worse, this new motherboard made me unable to unlock the tablet when I have decided to go cyanogenmod, I had to send it to RMA (RMA for what is obviously a software issue) again in order to get it unlocked.
I swore I'll never buy any ASUS product again.
Despite the hatred towards ASUS, Google Nexus once again draw me back to ASUS. As much as I believe in Nexus brand, ASUS once again made me disappointed (obviously I've the same touchscreen issue). However, I'm hesitated as to whether I should send it to RMA or not. I don't want to have a tablet in physically good condition that come back with a loosen and scratched frame.
This issue don't just made me hate ASUS more, it also made me starts doubting my previous thinking that "Nexus is a good brand" to buy.

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