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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.

Bad Samsung Repair Experience

I purchased my Galaxy 2 7" Tab right before Memorial Day. It worked perfectly for the first 35 days. Then it would just die and the only way to revive it was to plug it in, wait 5 minutes, unplug it, then hold the power button for 60 seconds. It would come back to life but the first time the screen turned off it would not come on and the above procedure had to be performed again.
I emailed Amazon and was pretty much told "Talk to the Manufacturer" OK, fair enough. Despite the fact that my family spends thousands per year at Amazon, I understand. Samsung phone support asked me for a detailed description of the problem. I stated exactly what I had to do to get the device to work. They assured me it would be noted and sent me a return shipping label. About 2 weeks later I get an email that says my device was repaired. The issue was noted as "Dead (Intermittently)" and that was it. The repair...."S/W Upgrade (External Factor)". I thought, WTF, no way that was software.
The device was returned today with numerous scratches and what look like pry marks on the rear cover. The device was PERFECT when sent in. So I fire it up and the screen shuts off and the device is doing the EXACT same thing it did before I sent it in. I called Samsung back and kept getting put on hold and was eventually told I had to send it back yet again. I asked why as obviously they did nothing to fix it the first time. They said that if it comes back again with the same issue I *might* be able to get a new device. I also asked why my device was cosmetically damaged and as you can expect, the CSR gave me some BS about how careful they are. Really? They pried my back off, scratched it, nicked it, and that is what they call being careful? To top it all off, it was shoved into a box with absolutely no packing material and was banging around in the box. Even if they do actually repair it, what are the odds it makes it back again without being damaged further?
All in all I'm very frustrated with Samsung support. I understand electronic devices fail, but they should actually be able to fix the device on the first return. Especially when the problem is so obvious. It's like they don't even care. I will certainly think twice before buying another Samsung product.

I certainly can sympathize but you know they all pretty much are the same. I've had similar experiences with HP, Dell, Toshiba, and Sony over the years and that's just with electronics. My latest was with a IKEA desk I purchased which showed up damaged sent back just so they could send me another damaged one. We can only blame ourselves and parents who passed on buying products and services from reputable companies to buy from the low price companies. Its become so standard practice that they all pretty much operate this way now. Costs too much too care and we the customer don't buy from companies who care. Plus its all about the shareholders.
With that being said. Thank you for sharing your story. It just may make a difference when I purchase my next device. Damn, who am I kidding. It will make a difference. I don't want to deal with companies like that.

You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...

Mike02z said:
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
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I should email best buy and raise hell about my tab. Maybe I could get a new one or allowed to upgrade to a 10.
Thanks for sharing. I love my three Samsung devices and I'm upset for you. They should treat us, the customer a lot better. I've spent a lot of money on my toys. We all have. Assholes.
I refuse to buy something like this online. I use the power of the receipt to its full potential.

OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:

That's awesome! I'm happy for ya bud. It also makes me feel good that they stood behind their product and took care of the most important person. The customer. Kudos for you as well for taking the time to do this right. Sometimes I forget we the customer have to make the effort to handle these kinds of issues correctly.

Mike02z said:
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
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Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)

Ryanscool said:
Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
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Yup, I realize this happens. I suspect if I had not gone this route the device would have come back still broken and they would have probably made good anyway. I just saved a step or 2. I've been fairly lucky overall with electronic devices.

I just wanted to follow up on this. I did receive a new unopened Galaxy Tab 2 via UPS on Monday 8/27. The outer box was destroyed and the inner box was damaged but the device was perfect. I have been using it heavily all week and it has been performing well. While not the best service experience, at least Samsung made it right with a single email to the right place.
My advice to anyone experiencing poor customer service, with any large purchase, is to do a little searching and find the corporate directory and with any luck you can find the CEO/President's email address. These addresses are typically monitored by high level CSR's that can do things other CSR's cannot do. I have used this trick multiple times with multiple vendors and it has always gotten me great service. A well written email can do wonders. Good luck!

Glad it worked out well in the end Mike and thanks for the "tips" hopefully i will never need to use them.
:good:

Kudos to you Mike ! If we all do like you did standard of Customer Care will get raised to great heights.
Would you like to share your email so it might serve as a template/sample for others ?
Thanks !

Sure, in fact I will share both the email I sent to Samsung and the email sent to Best Buy about the Prime TF201.
Samsung:
Sent to Samsung NA CEO and President. IT was someone from the president's staff who called me the day after this was sent.
Hello Yangkyu-san,
My name is Michael SXXXXXXX and I have been a long time Samsung Customer. I have 4 Samsung HD TV’s, a Samsung Galaxy Nexus and a Samsung Galaxy 2 7” tablet along with multiple other Samsung products. I’m writing to you as I’m very frustrated with the service I have received on my defective Galaxy 2 7” tablet. The device was purchased at the end of May from Amazon. Right after my return period expired, I started having problems with the device. It would just die and the only way to restart it was to plug the cable in, unplug it and hold the power button for 60 seconds. I called Samsung and they took all my information and said I needed to send the unit in for repair. I clearly explained the symptoms in detail and the CSR said he made all those notes in my repair order.
After 10 days, I received an email stating that my unit was repaired. The Issue summary was simply “DEAD Intermittently” and the fix was “S/W Upgrade (External Factor)” The Service ticket number is 4115XXXXX. The unit was returned today and within 5 minutes was exhibiting the exact same behavior. I again called Samsung service and was told I needed to return my unit yet again. The new ticket number is 411XXXXX.
I am very frustrated that despite sending this unit in for repair once, I need to send it in yet again and be without my device for another 2 weeks. I understand electronics break but what I don’t understand is why I need to return it again after sending in for repair once. I asked if I could just get a new device since it appears to me that the repair center is unable to repair it. I was told that if it comes back again unrepaired, I *may* qualify for a new unit.
I use this device for work and cannot afford to continue to be without it. Now I must wait another 2 weeks before my unit comes back hoping it is repaired properly this time and if still broken then I may be able to get a replacement? Adding additional time to my wait for a fully functional device. I honestly expected much better from Samsung support. It should also be noted that my device was in perfect cosmetic condition when sent in. When returned there are scratches on the back and what looks like pry marks on the back cover. I did not expect to have my device damaged cosmetically along with it not being repaired properly.
Please let me know if there is anything Samsung can do for me. I am returning the Tablet tomorrow, again leaving me without a major work tool for yet another 2 weeks and hoping it is actually repaired and not damaged further. Thank you for your attention in this matter.
A lifelong Samsung customer,
-Michael SXXXXX
[email protected]
[email protected]
215-xxx-xxxx
I received a call the next day and a follow-up email is below:
Mr. SXXXX,
As per our phone conversation, my contact information is below.
Thanks,
Heather XXXXX
NAHQ CSD VOC
Samsung Electronics America, Inc.
85 Challenger Road, 7th Fl
Ridgefield Park, NJ 07660
[email protected]
O: 201-373-XXXX | M: 973-590-XXXX | F: 201-329-XXXX
Office of the President: 1-888-480-XXXX
Below is the email I sent to the CEO of Best Buy regarding my defective Prime tablets:
Dear Mr. Mikan,
I’m sorry to bother you but I feel I have to report issues I’m having with products purchased at Best Buy back in December of 2011.
I purchased 2 Asus Prime tablets for Christmas. One for my son and one for myself. We have had nothing but issues with these tablets. The GPS does not work on either tablet at all. Even after getting the free GPS dongle we cannot get GPS to function. We also have horrible WiFi. I spent hundreds of dollars to upgrade my wireless thinking that would help the WiFi issues. That did not help.
Recently, I started reading where many people are having the exact same issue that I am having. I understand these are design defects in the Asus Prime TF201 and cannot be fixed. Many have returned their ASUS prime tablets in exchange for the newer TF700 table at Best Buy. Even those having their Prime’s longer than I have had success. I tried to do this but was basically laughed at and told “No way”.
I have been a loyal Best Buy customer for years and spend several thousand dollars per year at Best Buy stores and at Best Buy online. I’m just asking to be allowed to return by 2 defective TF201 tablets and get full crdit towards 2 new TF700 tablets. My understanding is the design flaws of the TF201 were fixed in the TF700. Below are my 2 order numbers. Anything you can do to assist a long time customer would be greatly appreciated.
BBY01-4355XXXXXXXX
BBY01-4322XXXXXXXX
Regards,
Michael SXXXXX
215-XXX-XXXX
[email protected]
On this request, I received a call about an hour after I sent it and the woman I spoke to asked which store I wanted to return my items to. Since it was after hours, she promised to call my local store and "see what she could do". The next day at 11:00 AM she returned my call, gave me the managers names and told me to take my 2 Prime's and dock in for full credit towards 2 new TF700's and the TF700 dock. I was in and out of the store in 10 minutes.

You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again

Bon-Joon Koo is the CEO of LG. From what I can tell, the email address format lg uses is last name first initial at lge.com so I'd try [email protected]. I found this by searching for less than 5 minutes. More diligent searching may find the exact email address. If you get a rejection keep trying different combinations.

silentvisitor said:
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
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LG was good regarding my 6 year old tv.
Basically, the power board went out, and I was unable to purchase the repair parts.
They gave me a prorated refund of 300 bucks ( would have been more I'd I had receipt) almost enough to buy a new tv.
Sent from my HTC Sensation 4G with Beats Audio using Tapatalk 2

Asus asking for faulty nexus 7 before sending new one?

Guys I had gotten my gf a nexus 7 for christmas. The battery icon now reports 0% battery but the tablet still works. Tried everything to fix it. Anyhow, she contacted Asus 2 weeks ago and they were suppose to send her another tablet. Two weeks later, no tablet. On the phone with them now and the guy is saying she needs to send her tablet to Asus and pay for shipping. Has anyone heard of this? This is ridiculous. Why should she have to pay for shipping for a faulty tablet on their part. In my experience, you get the new device, than send in the old one. Just curious for anyone who has dealt with Asus customer service and if this is the truth or not. thanks guys.

It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.

disconnecktie said:
It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.
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Maybe that's just what I'm use to. I just figured like the first guy she had spoken to, said they were going to send out a new tablet. Then ship the old one back in the box the new one came in.

That is standard shipping procedure for RMAs.
If the tablet was purchased around Christmas time, and you guys called in 2 weeks ago, I'm not sure they would offer a straight replacement like that. We can only do a replacement if the issue was reported within 30 days of the original purchase - much like a store's return policy. Anything after 30 days will have to be serviced only. There are special exceptions, though, and this might be one of them for all I know.
When an RMA is made, its creator (the phone rep) is supposed to e-mail the customer RMA instructions. Inside the e-mail will be an address where to ship the defective unit to as well as other instructions. If you have not received this e-mail yet, let me know and I'll see if I can get it sent out to you.
Feel free to e-mail me at [email protected] if you have any questions.

Asus customer service

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

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.
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Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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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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?
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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.
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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.
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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.
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