Hey all, not sure if this is a warning or a WTF? My G-Tablet's card slot stopped working and I got an RMA number to send it in for repairs. It was received a week ago and I have heard nothing from them. No e-mail confirmation, Nothing.
So I decided to call back today and the 800 number for g-tab support was disconnected. (1-866-501-6405) This is actually the number in my RMA e-mail that was sent to me on 4/4/2011!
So I went back to the website and there is a new support line in California. It seems that Viewsonic is no longer doing the support for the G-Tablet. (The guy I spoke with last week was in Carrollton, TX) When I called the California number it went to a receptionist who told me the guy who does G-Tablet support is at lunch. WTF?
I am not sure what is going on, but it seems like things are not good at all. I'll report back when I get an update. Here is what it now says on the website:
Need help?
If you have any questions or problems please call our third party support line: (310) 228-4000
Suggestion: http://forum.xda-developers.com/showpost.php?p=12843221&postcount=189
Something changed over the weekend and their support level has dropped substantially, imo. I actually talked to a VP in Viewsonic on Monday, but it is now Thursday and I don't see a major improvement in CS yet (the OTA updater got fixed, at least).
Call them up or Twitter them and complain - the more people who do, the more likelihood that someone might fix this debacle.
Related
I just wanted to know if anyone had exchanged thier g-tablet through Woot.com so that I could see what the process is. I've been trying to get my gtab repaired\replaced all week since it stopped charging. I've gotten absolutely nowhere with viewsonic, unless you count empty promises as getting somewhere, and in fact I forgot that I had sent an email to Woot.com seeing if I should go through them to get the device repaired\replaced.
Then out of nowhere, about 15 minutes ago, I got an email from Woot that a replacement was being shipped to me, and it's already in transit from texas!
I was just wondering, am I being sent an actual replacement device, and I'll return the malfunctioning one, or are they sending me a self addressed box so that I can send my g-tab in and wait for a replacement?
The shipping weight of the package they're sending me is about 3.6 lbs, so it seems like they may actually be sending me a real replacement, and then I'll send them the broken one...which would be totally badace.
Anyone had any experience with exchanging goods from Woot.com?
My WootTab arrived on Marth 30th, DOA. I looked on the woot.com faq and it said many times, they run out of stock so the most times, a refund was the only option. Because of what I read on the FAQ, I decided to just RMA it through Viewsonic. At the time, they still had the 800 number support and the CS guy I talked to was American and the office was located in Texas.
Yesterday, I tried calling to find out where my replacement was and found they had changed the number to non-toll-free number located in Beverly Hills, CA. and everyone (except for a lady named Sue) spoke with a foriegn accent, some very hard to understand. Sue actually did call me back and gave me my fedex tracking number and said it was in transit.
So, I do not know if I got lucky or not, but RMAing it through Viewsonic was not too painful. Just had to pay to ship it back, but I shipped it USPS so it was pretty cheap.
Mine arrived with a dead pixel, so I contacted ViewSonic to see if they would take it back. They directed me to send an email to [email protected] with my order number and why I needed an exchange. I did so, and received back an email a day or two later with a link to print out a FedEx Ground label for my return package. Sometime after I dropped it off at FedEx, I had confirmation that Woot had mailed me a new Gtab. Nothing was said regarding cross-shipping, but I am sure they get a notice when the barcode from the return package is scanned in.
The new Gtab arrived pristine and working, however I could not get the OTA update. I'm waiting for their server to come back online so I may get the official update, and begin the process of rooting.
I too got a replacement through Woot. Was really painless and the new one arrived within a week. I actually haven't even send the first one back yet.... You have a few weeks to print out the Fedex label.
This pertains to TP owners who have shipped their tablet to the RMA department for repairs. My TP arrived at RMA today and now says "repairing".
What has RMA department been like for other TP owners? Maybe state the problem and indicate what they did to fix it. Does anyone have experience with the facility in North Bay, Ontario?
Thanks.
Answering my own question from weeks back...
After 24 calender days or 16 business days for me, my replacement C1 Prime arrived. ASUS sat on my original Prime for about 5 business days and then decided the repair would take too long. I also ramped up my calls after about 7 business days - that might have influenced things too.
For those of you sending your unit to the North Bay, Ontario RMA facility - be forewarned. They had terrible communication, in fact no communication at all. I was promised an update 3 different times from customer service and the RMA facility never gave one. They said the RMA facility would contact me via email to confirm the swap and that never happened. I don't know who the goofballs are running the show up there, but be prepared for a run around.
A couple more tips for those of you with RMA...
Remember to always escalate your calls to the supervisor. The front line people give bad information and don't have permission to see all the case notes. It seems that my case was escalated after 7 business days - ask for that too. And when it gets close to 10 business days - ask for your case to be escalated to head office. In the end, my new prime came from California.
I sent mine into the Texas site about a month ago because it was saying it was docked even though it wasn't (I don't even own the dock). I called them several times but didn't know to ask for a supervisor so it took them 3 weeks (and me claiming that I need it for school) to finally escalate it. They finally shipped me a new one from California yesterday and it should arrive on Monday (damn weekend). They were extremely slow to ship it, but once they did it went overnight.
RMA feedback
My Prime was subject to the Serial number Unknown issue. After Gary posted the steps to fix and I tried the factory reset to no avail I called the service line and was issued an RMA. The Texas facility received my unit on Feb. 6th and it went into repairing status right away and then turned right around into shipping status early in the day on the 8th. It was originally scheduled to show up on the 10th but it looks like FedEx ran into some sort of issue. My tracking number shows I'll get it on Monday now. I'll update once I actually get my hands back on my Prime and let you know how the unit actually performs. Hopefully they sealed it up before the .13 OTA was rolled out and I'll be able to see if it actually receives OTAs now.
xRedLeadrx said:
My Prime was subject to the Serial number Unknown issue. After Gary posted the steps to fix and I tried the factory reset to no avail I called the service line and was issued an RMA. The Texas facility received my unit on Feb. 6th and it went into repairing status right away and then turned right around into shipping status early in the day on the 8th. It was originally scheduled to show up on the 10th but it looks like FedEx ran into some sort of issue. My tracking number shows I'll get it on Monday now. I'll update once I actually get my hands back on my Prime and let you know how the unit actually performs. Hopefully they sealed it up before the .13 OTA was rolled out and I'll be able to see if it actually receives OTAs now.
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So I did get my Prime back today and not only is it physically no worse for wear but ASUS has apparently fixed my Serial number Unknown issue. Serial number is now displayed in the About Tablet -> Status screen. It shipped back to me with the .11 Build and as soon as I established a Wifi connection I was notified of a firmware update and the .13 update applied successfully.
So did anything really get fixed?
aznmode said:
So did anything really get fixed?
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I'm now able to do OTA updates whereas before I couldn't. They fixed the problem I sent it in for.
I contacted Asus via phone last week. We went through the basic steps, factory reset, blah blah blah. I was having issues with using the BT and Wifi at the same time. I got an RMA and shipped it out. Asus received it the next day according to Fedex. Several days go by with no status update on Asus website. So I email Gary a passive message asking for help. Couple days, no answer. Then I email Gary a message that was aggressive and basically told him I want a refund ASAP if Asus cannot provide compliant customer service. That same day I received an email (today) from someone asking for my Fedex tracking number. I answered and sent the number. 5 minutes later I was told they would be sending me a brand new Prime but they didn't have the grey in stock. I responded and said I don't care what color it is, I just want a working unit. I was told it would ship next Tuesday (Monday is Presidents day) Fedex overnight to me, but also it would be tested before sent out.
Pretty much to the point there. Anyway, I found a Prime at Office Depot today and bought it for the heck of it. Brought it home, updated it. Runs nice. Same old problem though. Soon as I turn on that bluetooth, my speed tests go from 31000kbps to 1100kbps. That's what, %90 loss there? So of course I'll be returning this one to Office Depot within a week. Oh well, live and learn with this.
I have some questions to anyone who has returned their tablet to ASUS for a refund.
1. When did you get a refund?
2. Why did you refund/What did Asus say?
3. Who organized your refund?
I have swapped out my Prime 3 times with Asus, and on my fourth and last swap, I received a tablet with dead pixels and EXTREME light bleed. It seems to me that Asus is using extremely low quality displays in this tablet.
So, I initiated a refund, and haven't heard anything since I gave my information.
Wonder how long it takes to hear back about sending the prime in? My prime and dock are sitting with me in their boxes, but I haven't heard anything about shipping it back?
Thanks!
I should think that, being on your 4th prime, they should respond - and refund - immediately and with no questions asked.
Sent from my Transformer Prime TF201 using Tapatalk 2
Four Primes?! Why did you even bother?
almightywhacko said:
Four Primes?! Why did you even bother?
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Haha i wanted the prime so bad. But I'm not paying 650 for it unless its perfect, so I tried and tried. Believe me I'm at the very end of my limit with this tablet.
I got a refund check a few days ago. My HDMI port stopped working, my dock wasn't assembled right and clicked a bit when you held it, and I had the standard GPS and WiFi issues. I had initially emailed ASUS's "escalation mailbox" and didn't get a reply for a long time so I PM'd Gary Key (the ASUS rep on this forum). He put me in touch with Hai Trat who offered me the refund that I'd requested. I emailed him copies of my receipt and within a few days I was told to send the tablet to their Fremont CA office with a prepaid Fedex label. I was issued an RMA number but it never worked with the RMA status checking site. Hai said I could contact him for status updates, and he was always very responsive. I sent it in on March 29 and got my check April 16. Compared to some people's refund experiences on here, it seems like mine went unusually smoothly...
Mine also went pretty well. I sent in my Prime and it sat in RMA for over a month. I contacted Asus and told them I was expecting more of a 14 day turn around. He told me he would get back to me (yeah right... right?).
The next day (Friday) I got an email stating that they were having a parts supply issue and would refund me. On Monday I received a call after I didn't reply asking if I had got the message and considered the offer. He talked me through different options and scenarios and I told him that I would think about it and get back with him soon.
A couple days later a Prime became available on Amazon so I took it and immediately started my refund procedure with Asus. I sent everything back and I waited a week after it arrived at there facility to call (mostly because I was busy). I received a prompt reply that the check was in the mail.
Unfortunately, Asus shipped many of the first batches to smaller retailers with explicit 'no refund' policies. In fact, my retailer had me sign a waver to that effect. I originally brought it back because of the GPS problem before finding out how common the problem was and they basically said I could send it back to Asus but that could take months... or they could swap it with the next available unit - which, it turned out, ALSO took over a month.
By then I realised the swapping it wouldn't fix the GPS problem so I cancelled the repair request.
Fortunately - GPS aside, it's been working well (knock wood).
TheWerewolf said:
Unfortunately, Asus shipped many of the first batches to smaller retailers with explicit 'no refund' policies. In fact, my retailer had me sign a waver to that effect. I originally brought it back because of the GPS problem before finding out how common the problem was and they basically said I could send it back to Asus but that could take months... or they could swap it with the next available unit - which, it turned out, ALSO took over a month.
By then I realised the swapping it wouldn't fix the GPS problem so I cancelled the repair request.
Fortunately - GPS aside, it's been working well (knock wood).
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I am refunding it through Asus, not a retailer.
I sent my tf201 in for an RMA at the beginning of the month because the screen had started to separate, and made a horrible creaking sound whenever I picked it up. So it got back to me a week later (good turn-around time)... just to find the touch screen itself not functioning correctly. Worse yet, that creaking sound was not only still there, but now a new even louder sound was coming from the top right hand side, which when pressed caused a light-bleed like effect on the screen near the bezel. So not only was the touch screen not responding to touch, but the screen itself was not even placed on correctly or something worse had occurred. I rma'd it again a couple days later (about a week ago), and now they have my tablet listed as CID (customer induced damage ). The service center of course could give me no further information... and I am terrified after spending $680 on the tablet and dock (with taxes), that now I am going to get set back another 200$. Anyone else have a similar story with Asus RMA? I have read a few threads about wifi issues and the like, but to have the tablet returned simply not functioning, and then be told it was your fault, seems a bit outrageous.
Even worse RMA service...
I received mine for a "Christmas" gift during the whole initial release backorder problems...
Keyboard Dock only fully recognized about 25-30% of the time. I get the gift receipt for the Dock from the in-laws, go to Best Buy, Best Buy orders me a replacement that shows up about a week later.
Replacement dock has same issues, so I sign up for a VIP account and go to RMA the tablet (since it's now out of return period) through the website. RMA form captcha doesn't work. Keep trying for a week (no time to call between work/school/prepping house to sell) and still doesn't work. Find out later that the captcha is broken on Chrome/Firefox, but only on Mac. Weird.
Finally get RMA in early March. Send tablet to Asus on March 14th, they sign for it on March 19th. They enter it as "received" on March 26th, 9 days on the dock. After a phone call April 2nd, they send it back on April 17th.
I receive it and the keyboard dock works beautifully! I use the dock to do a full wipe/reset, set up all my accounts, etc. I get off work and go to use it in class as just a tablet? I have a 1" wide stripe of dead digitizer at the bottom of the screen (portrait). I e-mail ASUS immediately (Tuesday April 24th) and it is STILL marked as unread in their ticket system as I type this.
Anyone have any tips for getting this elevated? I'm going to try calling the 24-hour line right now... At this point, I want a new unit in my hands to verify it works before I send them back this one.
OS I am sorry to hear about your device, unfortunately I seem to be having a similar issue with mine. It sounds as if there is a faint creaking/popping sound coming specifically from somewhere around the right top(ish) area whenever I handle the device. My fear is that this is a precursor to something worse. I contemplated sending it in to Asus, but after all the horror stories I have read online I am absolutely terrified of letting them handle even such a small and simple issue.
To be absolutely honest, Asus typically manufacturers quality products and the Prime is no exception. However despite their quality products their service seems to be an absolute and utter nightmare. For the amount of money we spend on this product service should be top notch. Sadly enough service is a costly endeavor and repairs don't come cheap. That is no excuse though, and Asus should in all accounts not only fix these problems at their own expense in a quick and timely manner, but they should also release a thoughtful apology for those who have been wronged!
I am still waiting for them to get back with me. The CSR told me it was CID, but I never received any email explaining exactly what they believe I did in the hours I had it between RMAs. They have "escalated" the claim two times now, and I did receive a call from someone saying they would email the service center and ask them to hurry up. I was also politely told if I have further issues, I could write a letter to Asus in California. I now think that was not sarcastic but the only way I might ever see a functioning tablet come out of this.
rvest: good luck...
They finally got me an RMA number after 8 days and covered shipping. Hopeful for the end result, but not holding my breath on the result, though.
Biggest suggestion I can give anyone for an RMA.
DO NOT EMAIL THEM AT ALL ABOUT YOUR PRODUCT. Your support goes much faster and it usually better(In my experience) if you CALL THEM!
Almost...
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
rvest said:
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
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+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
kwazytazz said:
+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
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That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
rvest said:
That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
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How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
kwazytazz said:
How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
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I guess it's luck of the draw.. depends on who answers the phone.. most want you off the phone asap because the service company gets paid by the number of calls they take..