2 weeks ago I shipped my dock back to Asus to remove the "feature" that drains the battery.
It was received according to the tracking information, the address was copied and pasted onto a shipping label so I know it was right.
The status website is unable to locate the RMA number that was emailed to me by Asus, when I called initially they confirmed receipt of the dock and it was being repaired.
Today I call and was told they have not received the dock and are still waiting for me to ship it to them. I demanded a manager but the rep refused and told me I never sent them the dock. I offered to give him my tracking information and he said that proves nothing.
At this point Asus is calling me a liar and has my dock. What recourse do I have here?
I say just keep on calling and demand for a manager every time until you get one
1st thing I would do is contact the company that shipped it to ASUS and get all the shipping and receipt details. It should have a signature, date and time of receipt. Then file a claim with the shipper stating that is was not received by asus. Let them assist in chasing it down. Either they will help prove asus received it or you can file a claim with them.
I called the post office, they said all they can do is confirm the address and it's receipt. He said I could open a lost package claim but it will be closed as soon as the person assigned sees that the tracking shows it was delivered.
I am at work right now so can't spend all day calling Asus over and over again but taking half a day and will try this afternoon.
Does anyone have a number to a higher tiered support?
Try asking then about in on their Facebook page. I don't have Facebook, but I believe they do.
decepticon said:
I called the post office, they said all they can do is confirm the address and it's receipt. He said I could open a lost package claim but it will be closed as soon as the person assigned sees that the tracking shows it was delivered.
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If you have verification of delivery, that's all you need to provide to Asus. Doesn't matter if someone sat on it, lost it under a pizza box, or whatever. Once it's delivered, it's their problem.
If the Asus support line won't let you escalate, I suggest you post on the Asus Facebook page(s) and perhaps PM kimi_Q on XDA, who seems to be an Asus employee. And, the next time you get a disagreeable Asus tech, ask for a name or at least initials.
Are these people even ASUS? I seem to get the vibe that the repair centers, like most, are just contracted "Bubba's Computer Fixin'" just like everything else.
I called back, a manager told me to wait another week and then they will escalate it. He said the repair facility is backlogged due to the large number of repairs for the dock.
While I believe the last part, the first is complete BS. They should be able to scan it in that day, I understand not fixing it within 24 hours but to still not even acknowledge receipt of the device is absurd.
I posted on their Facebook about the issue. After years of supporting their motherboards and Eee line, this is the last Asus product I will ever buy.
decepticon said:
I called back, a manager told me to wait another week and then they will escalate it. He said the repair facility is backlogged due to the large number of repairs for the dock.
While I believe the last part, the first is complete BS. They should be able to scan it in that day, I understand not fixing it within 24 hours but to still not even acknowledge receipt of the device is absurd.
I posted on their Facebook about the issue. After years of supporting their motherboards and Eee line, this is the last Asus product I will ever buy.
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My dock shipped yesterday after being received in on 8/12 ( 4 days including weekend) Keep checking back on the facebook page as they have been known to delete posts they don't want users to see.
This dock fiasco is insane. ASUS needed to put out a recall and pay to have these docks returned to them. You send them your dock and they call you a liar and say they never got it? I call in and they say they've never heard of this dock drain issue before, but ask to send rma the dock at my expense. Unbelievable.
All of us with this dock issue need to file a class action lawsuit against ASUS. Are there any lawyers in the house?
That is exactly why I ship anything of value by either UPS or Fedex with signature required. Instead of try to save a few bucks & shipping stuff via the USPS.
If it doesn't turn up in a day or two, go Apple on them and get a lawsuit
jadesse said:
That is exactly why I ship anything of value by either UPS or Fedex with signature required. Instead of try to save a few bucks & shipping stuff via the USPS.
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Click to collapse
This and tbh, Fedex ground can even be cheaper than priority sometimes.
Sent from my Asus Decepticon using Tapatalk
This seems to be the trend with asus..
Too many negative reports about asus already. Theyre on their game when releasing updates, but they need clean up their act with all these screw ups.
Bad tablets, bad docks, returned with damages, lost units...wtf asus?
And before someone gets their panties bunched up..
Yes..yes.. buy an ipad.
I got my complain "escalated to management". Facebook page --> Support --> Escalated support.
Got a response within 24 hours, and they sent me shipping label to have my tab end up at the repair center for the second time!
andrewklau said:
I got my complain "escalated to management". Facebook page --> Support --> Escalated support.
Got a response within 24 hours, and they sent me shipping label to have my tab end up at the repair center for the second time!
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Thanks I'll go that route when I get home today
Sent from my ADR6400L using XDA App
I think ASUS will resolve it if you can talk to the right people. Sometimes the USPS does screw up, so it is one of the two. But, if ASUS has an issue with USPS they should still resolve your RMA and deal with USPS separately.
Otherwise, you have the nuclear option: BBB complaint on both USPS and RMA.
Just escalated the issue via Facebook.
The BBB is useless as they have no authority other than to wag their finger at the company and I cannot file a complaint with the USPS as they fulfilled their end of the deal by delivering it.
Heard back from someone after the Facebook message who says they are looking into it
EP2008 said:
This dock fiasco is insane. ASUS needed to put out a recall and pay to have these docks returned to them. You send them your dock and they call you a liar and say they never got it? I call in and they say they've never heard of this dock drain issue before, but ask to send rma the dock at my expense. Unbelievable.
All of us with this dock issue need to file a class action lawsuit against ASUS. Are there any lawyers in the house?
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Click to collapse
suing them are what ground?
they never specify that there will be no battery drain,
and the fact is you still do get 16 hours of continuous use as advertised.
you can only sue them if something is false advertised, but unfortunately they never made that claim about how long the machine can be standby for.
Don't get me wrong, from the consumer point of view, I do think they should fix this issue, and fix it quick, but suing them is a bit too much.
I'm sending my TF101 in for an RMA because it becomes non-responsive shortly after it boots up. I just wanted to know if anyone has any tips. I had custom ROMs on mine but have gone back to Stock using the Root Toolkit. I am in Canada and was hoping another Canadian could tell me what the stock firmware is on our pad right now? Do we use WW? I don't want to send it to the depot for them to find out I have the wrong stock firmware and deny me service.
Thanks!
I sent mine for RMA on power and volume button issues 2 weeks ago, they sunk into the tablet after normal use.
I'm in Toronto so they sent to North Bay, before that I took videos and a dozen pics showing the excellent condition of my tablet, no dings, scratches and everything else working except the crappy buttons they designed. Packaged it using their box and a bubble wrap envelop and put $300 insurance on the thing.
All in all took about a week for me to get it back. Use their tracking page on their site if your worried. They did a professional job the buttons are fixed, the volume buttons are now hard as a rock but the power button still feels soft. No other issues developed like dents and scratches from their repair except my screen cover got turd. When they reassembled the tablet they must have tightened the cover as I have no creaking no more. One more positive.
The horror stories you hear on this site probably come from the American facility in Texas where incompetence rules. hahaha
I can confirm the uselessness of sending stuff to Texas for repair.
yanbo2012 said:
I can confirm the uselessness of sending stuff to Texas for repair.
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I went through a triple rma before they even looked at the internals of my device. Took over six weeks, really sucks to be one of my students this year. They've just been awful for me. But who knows, ymmv.
Sent from my Transformer TF101 using XDA Premium HD app
yanbo2012 said:
I can confirm the uselessness of sending stuff to Texas for repair.
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I've had an overall positive experience with the Texas RMA center (btw, its not run directly by asus, it's a different company contracted by them).
I've mailed in 2 chargers and my tab with no issues.
I did have a scare though, the first charger I mailed into them wasn't updating on their repair tracking page. Gave them a call after 7 days and the rep I spoke to said I mailed it to their old address and doesn't know what to do. I kept my cool because the rep I spoke to for starting that RMA gave me that address and it was on the RMA form they emailed me.
After 5 minutes of back and forth, turns out it arrived there on a saturday and the person to receive it never checked it into the system. It was "repaired" and going to be mailed back that day.
If your experience is anything like mine, you'll experience a nightmare.
I bought a new tablet because I was so fed up with sending my tf101 in for repair and getting it back in worse shape than before. After two months of repairs, my tablet is not usable.
Good luck.
My RMA Experience is full of woe and misery.
I am in Canada, I have an issue with my TF101 wifi not turning on the screen. I did a great many things to try to resolve the issue then finally sent it off to ASUS. Too many mistakes along the way.
1) The RMA they gave me was for the Texas repair facility. The time that it took my tablet to get there was about a week (not too bad for snail mail over the holiday weekend), I did insure it and sent it priority post to make sure I got a signature at the other end.
2) It was received by ASUS on the May 29th (according to when they signed for it). It took them 7 days to acknowledge that they received it when I tried calling in.
3) I received an email saying that the tablet had been sent to the wrong service center, so instead of fixing it and then sending it back, the issued another RMA for it, and shipped it off to Ontario on June the 4th.
4) During this whole time absolutely nothing has been added to the online versions of the RMA lookups, so rather than having some convenient messages that I can look at it simply says that 'they have not received the product'
5) I have tried the 'chat' as well - all it does is time out after about 10 minutes of waiting for someone to respond.
6) I just got off the phone with Support and have been told that it will take at least another 3 to 5 days for it to be received and then about another 3 to 5 days for the repair, and then 7 days back to me. Tentatively.
I am about a month in (including the trouble shooting that they asked me to do before I RMAed it)
I am - however - very impressed with my TF300 that I purchased recently as I got lonely for the company of my tablet on commute home on the bus from work.
Lifeflare said:
My RMA Experience is full of woe and misery.
I am in Canada, I have an issue with my TF101 wifi not turning on the screen. I did a great many things to try to resolve the issue then finally sent it off to ASUS. Too many mistakes along the way.
1) The RMA they gave me was for the Texas repair facility. The time that it took my tablet to get there was about a week (not too bad for snail mail over the holiday weekend), I did insure it and sent it priority post to make sure I got a signature at the other end.
2) It was received by ASUS on the May 29th (according to when they signed for it). It took them 7 days to acknowledge that they received it when I tried calling in.
3) I received an email saying that the tablet had been sent to the wrong service center, so instead of fixing it and then sending it back, the issued another RMA for it, and shipped it off to Ontario on June the 4th.
4) During this whole time absolutely nothing has been added to the online versions of the RMA lookups, so rather than having some convenient messages that I can look at it simply says that 'they have not received the product'
5) I have tried the 'chat' as well - all it does is time out after about 10 minutes of waiting for someone to respond.
6) I just got off the phone with Support and have been told that it will take at least another 3 to 5 days for it to be received and then about another 3 to 5 days for the repair, and then 7 days back to me. Tentatively.
I am about a month in (including the trouble shooting that they asked me to do before I RMAed it)
I am - however - very impressed with my TF300 that I purchased recently as I got lonely for the company of my tablet on commute home on the bus from work.
Click to expand...
Click to collapse
You got screwed.
Should have done research on this site before RMA. I knew before I called them that it would be sent to the North Bay location in Ontario. US customers get sent to the Texas facility, Canadians to Ontario, hence my snide remark about the Texas center. If I had to send it to Texas I would've cracked the case open and tried the repair myself.
Their RMA tracking site is slow, mine was stuck at waiting for repair then suddenly change to ship, all in all took a week for my RMA. I demanded free shipping as this was a defective hardware on normal use, they complied but stated they could not send free shipping label to Canadians only to US customers, probably a BS line.
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
RMA Support
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
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Click to collapse
Dear Valued Customer,
I apologize for your dissatisfaction with the warranty of the Nexus 7 and your recent customer service experience. We do value our customers and take negative customer service experiences very seriously. I would be more than happy to assist you from this point forward, please email me at [email protected] and write down service# N140731748 in the subject line. Please also include your RMA number as well as any other previous case numbers.
Thank you for choosing an ASUS product.
Regards,
Scott
ASUS Customer Loyalty
Yikes, weeks!?!?! I have a N7 2013 which I just RMA'ed, and they have it marked received on their tracker Tuesday, July 22 (it was delivered by USPS Monday morning, Jul 21).I bought the device remanufactured with a 90 day warranty and only had the device for less than 24 hours before it randomly reboot in the middle of a game, and put me at the Google screen, and will go no further. I could get into the Bootloader, but selecting recovery takes you back to the Google screen. System image would not restore it either......that said, I called Asus and they told me that it should take 5-7 days on the phone.
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
ariesgodofwar said:
Yikes, weeks!?!?!
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
Click to expand...
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.
Click to expand...
Click to collapse
James, I found out that top line never changes, it is the bottom one which says "Product Repair is in Progress" which is where the update actually is. I think that top line is just a "Guide" to let you know the steps of the process. When mine went to "Repair is in Progress" it showed completed and shipped the next day. Good luck with that, hopefully they get it back to you soon.
Finally got the tablet back yesterday! It was shipped with just 40% battery charge so it made it easy to verify if the charger issue had been fixed. I'm not sure if I'm worried or not. The first thing I did was plug it in to the wall and check to see if it would charge. Right when I plugged it in, the wall adaptor made a little pop sound, but I wasn't concerned. I came back 10 min later and the adapter was HOT so I unplugged, let it cool, and tried again. It seems to be working fine now so I don't know what was up with that. Neexus 7 is all cherged up and all is well =)
ASUS should probably do some improvements to their RMA site. For some reason, the bottom set of comments now shows two lines of information for the repair items being complete complete. The information shows the serial number and dates from which they received the unit and completed repair. It also shows the UPS tracking number from when I sent the tablet to them. It would seem to make a LOT more sense if the second line included the FedEx tracking number associated to their shipment to me, but it doesn't.
The RMA page hasn't been very useful through the whole experience so I'm really not surprised.
Exact same issue with the tablet and exact same reply from ASUS
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
JamesShall said:
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
Click to expand...
Click to collapse
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Nexus 7 - charging issue
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
[email protected] said:
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
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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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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
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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.
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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
I RMA'd my D800 for having a bad screen to US support in TX. The original issue is described in this thread:
http://forum.xda-developers.com/lg-g2/help/help-unresponsive-band-screen-d800-t3105309
They sent me an email with their repair report saying there was a charge of $75-190 because manufacture date indicates out of warranty. I replied to that email with my proof of purchase showing I bought it four months ago.
I never heard back. I called them. They did not have that email with my POP. They were confused that I was calling from my work number. Well, they had my cell phone, how else am I going to call them? They send me a link to upload my POP. It doesn't take .doc format. I convert my POP to a .jpg and attach it. I get no email reply.
I call again. Support says they got my POP, repair will be covered under warranty, and they will send it when done. I ask why my status on the repair had not been be updated. She said it takes a day sometimes to update it. OK, so I think I am good. I wait another two days, finally status gets updated from 'Awaiting Payment' or something to 'RA closed, Unit shipped back to customer'. I am nervous because that could mean they thought I never replied to them and they are shipping back without repairing. Or, it could mean they repaired it and are shipping it back. I hoped for the latter.
I got one FedEx notice that the box had shipped. I get an email a day later from LG that no repair was done because it is out of warranty and the customer did not want to pay.
So they made so many mistakes and I have been without a phone for a week now. My only concern was that since I bought i on eBay it might be an issue. But the second tech said my POP was accepted and the repair would be done under warranty on the phone.
So much miscommunication there. It seemed the phone tech support would just tell you what you wanted to hear even though they do not really know what is going on.
It is too late now but I am going to call them tomorrow and talk to a manager if I have to. I will get angry with them if I have to. I will have to now refuse the shipment, have it shipped back to them, and have them do the repair. They could give me an issue if they don't think the eBay retailer is authorized, even though it was a new phone.
What a pain.
Just went through an infuriating call with LG where they told me the POP is invalid which is why they shipped my phone back unrepairable. I asked to speak to a supervisor numerous times and they would not connect me. They spent literally 10 minutes of repeating the same thing over and over. She did everything in her power not to connect me to a supervisor and eventually hung up on me.
I wanted to explain to the supervisor that the last support person I spoke to told me the phone was under warranty and would be repaired for free. Then they ship the phone back not repaired and without warning me.
So I called back again after the 10 minute call and after trying to file a BBB complaint. The new support person I get is more helpful, tells me I can reopen another support ticket and that the problem probably was because the POP I provided did not have the IMIE, model and date of purchase clearly written on it. It did have all those things except the IMIE but I guess it wasn't enough for them.
So now I have to open another ticket, ship it back again, and hope they accept my POP. Sigh.
The LG repair center and call center handling the repairs are completely separate.
Buyer beware.
So they ship it back to me unrepaired with a new big scratch on the back that was not there when I sent it and a phone that does not turn on at all now.
I already filed a complaint with the Better Business Bureau.