How about this, Aaron from Asus called me today. ( I had written two emails to folks at Asus about my Prime's weak Wifi problems.)
Aaron wants to take a look at my tablet, and he hoped he could fix it. It sounds to me like there is a "wifi card" issue with some of the Primes.
EDIT, I talked with Asus again the next day (Wednesday), and it's a WiFi-BT chip that is suspect in some of the first batch of Primes shipped. (Although I received mine January 9, from Amazon.)
He created a RMA return through FedEx for me. I tried to get him to let me deliver it to save time, as I live in the same city, but he said they do not let customers deliver them directly. So, it will arrive at Asus, in next day or two, Wednesday or Thursday. Aaron said it would take 3-5 days for them to take a look at it and fix. Aaron is going to call after they take a look at it.
So, stay tuned, I will keep you posted.
Ride525 said:
How about this, Aaron from Asus called me today. ( I had written two emails to folks at Asus about my Prime's weak Wifi problems.)
Aaron wants to take a look at my tablet, and he hoped he could fix it. It sounds to me like there is a "wifi card" issue with some of the Primes.
He created a RMA return through FedEx for me. I tried to get him to let me deliver it to save time, as I live in the same city, but he said they do not let customers deliver them directly. So, it will arrive at Asus, in next day or two, Wednesday or Thursday. Aaron said it would take 3-5 days for them to take a look at it and fix. Aaron is going to call after they take a look at it.
So, stay tuned, I will keep you posted.
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Hmm, good news, i hope.
Ride525 said:
How about this, Aaron from Asus called me today. ( I had written two emails to folks at Asus about my Prime's weak Wifi problems.)
Aaron wants to take a look at my tablet, and he hoped he could fix it. It sounds to me like there is a "wifi card" issue with some of the Primes.
He created a RMA return through FedEx for me. I tried to get him to let me deliver it to save time, as I live in the same city, but he said they do not let customers deliver them directly. So, it will arrive at Asus, in next day or two, Wednesday or Thursday. Aaron said it would take 3-5 days for them to take a look at it and fix. Aaron is going to call after they take a look at it.
So, stay tuned, I will keep you posted.
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Just out of curiosity, did he pronounce the company name:
Eh'zus
or
Ah-sus'
or can you describe the pronunciation textually?
Good luck with the wifi issues!
I remember them pronouncing it a-Sus'.
Or something close to that.
I believe the correct pronunciation sounds like ay-soos (soos like juice).
And to think all along that the second s was silent.
Hopefully good news, good luck.
Sent from my Transformer Prime TF201 using xda premium
Its /ˈeɪsʊs/
Asus
BUYMECAR said:
And to think all along that the second s was silent.
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I only pronounce the s's
The majority of people I speak with pronounce it the same way as you'd say ACES. These are tech people, too. Tomato...potato...ya know!! Ha ha!
Just to keep this on topic....I think it speaks volumes that ASUS is interested in fixing these problems. I've been an adopter of early tech many times....they almost always experience problems that just cannot be fully tested before launch. XBOX was a big one where it seemd like they used the early adopters as their true test bed.
What I like to see is the willingness to address the issues. I'm no ASUS apologist but love to see the attention their giving these issues.
Dr. Ah-Seuss
Curious if it will actually improve the wifi connection. I'm always at 2 bars unless I'm close to the router.
Good to hear that ASUS is trying to resolve the issues.
I would suggest it is how you pronounce the last 4 letters of Pegasus. Look at asus.com home page then about Asus. Forvo will pronounce pegasus in English and American English
peterk-1 said:
I would suggest it is how you pronounce the last 4 letters of Pegasus. Look at asus.com home page then about Asus. Forvo will pronounce pegasus in English and American English
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I thought so, too, until I saw a video with the CEO of the company demo-ing the TP.
He didn't pronounce it anything close to that.
There is a video on engadget where an asian girl is pronouncing it the way the company would like.
http://www.engadget.com/2010/12/17/how-to-pronounce-asus-video/
speaking of Pronunciation I say it A-Zues (as in the letter 'a' and the greek god Zues)
I talked with Asus again today
My tablet took only one day shipping as it was just across town. I called and asked the all important question.
It's A-Seuss, like Dr. Seuss, with an "A" in front.
Also, it's not a WiFi "card", it's the WiFi-BT chip. Some of the first batch of Primes had bad chips, and hopefully this will fix my WiFi issues. And that is why Europe apparently does not have any WiFi issues, they are apparently not in the first batch.
lol @ the 2 different pronunciations. Neither of which reflect the company's philosophical namesake, the Pegasus.
Sorry, OP, I didn't mean to hijack your thread.
Not to keep the hijack the comoay changed it I think. Originally it used to be closer to the asus in Pegasus.
I really like ASUS stuff but will admit, they seem to suck at the first production runs of these things....but still manage sth good eventually .
Sent from my Transformer Prime TF201 using Tapatalk
Related
Just received an email from memory express who I have my preorder with.
You’re receiving this email because you’ve expressed interest in the Asus Transformer Prime, Asus next-generation quad core high performance tablet. We just received word this morning directly from Asus Vice President for North America Sales and Distribution that the production on the Transformer Prime has been temporarily delayed. Asus focus has always been on high quality and with the Transformer Prime being their flagship tablet product they’re spending some additional time and resources to ensure that the Transformer Prime reflects that at launch. We have also been informed that the gold version will not be available in Canada at launch.
At this current moment we don’t have a solid ETA on when pre-order stock will be arriving, as Asus updates us I will forward the information your way.
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Wonder if there really is some sort of delay/problem or they just decided to screw over memory express and using that as an excuse?
UPDATE:
emailed memory express for clarification on the delay.
Originally we were supposed to get them on the 6th of December. According to Asus they are shipping on the 15th which means in theory we should have them on or after Christmas day.
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memory who?
but really, i'm almost expecting gamestop to pull out on like, the 18th or something.
Canadian electronics store in the west
If I don't have my tablet in hand by the 19th I am cancelling my pre-order.
Wow. I would really be upset if that was the case.. I got everything set up (skin, microsd card with movies and music, screen protector and notebook case) its hard enough waiting until just the 19th for this device through gamestop online preorder..
Sent from my LG-P999 using XDA Premium App
Actually, if this is true, then I'm tempted to cancel my pre-orders, period. I certainly don't want a unit that has manufacturing/design issues, which would explain the delay.
Could the few that ship have been hand-picked to not have the problem, or are they initial units that simply slipped through the cracks?
i would think news like that would spread like wildfire on the internet. I've seen nothing of the sort. Ever since my pre order I watch the web constantly for prime news!
markimar said:
i would think news like that would spread like wildfire on the internet. I've seen nothing of the sort. Ever since my pre order I watch the web constantly for prime news!
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I've been surprised that there's no reporting whatsoever on all of the confusion. I think maybe the original Amazon pre-order cancellation was reported on a few sites, but since then, nothing. I mean, this whole story is newsworthy (at least as far as the sensationalist tech media goes)...
I GOT AN EMAIL TOO! From NCIX (Canada)! I asked if I was on the first shipment with my pre-order and this is what they sent me:
Yes your should be, but we got more bad news yesterday. Apparently the wifi signal was very weak from these units so they have delayed this even further. We will be mass emailing everyone shortly with a temporary solution for the holiday season.
Best Regards,
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SOOOOO my guess is that there are wifi issues with the first batch... They might not send them out, they might. By the sound of this email it seems like they MIGHT ship the bad units out anyways and give us a "temporary" fix, OR by temporary fix they mean "we'll delay it and give you something so you don't cancel over the holiday season and buy an iPad 2 instead".
I'm guessing they're really delaying the devices past Christmas. Sucks...
Oh and in the meantime on the ASUS Twitter page, everything is perfect! Yay!
MSNBC having WAY too much fun with the @ASUS #TransformerPrime: http://goo.gl/dyOku
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Were the cancellation/notice of "wifi issues" from official launch partners? (Sorry, I don't know who the Canadian launch partners are)
If not, then I'd expect this is the justification they were given for there not being stock for non-official launch partners and what they're passing on.
The wifi thing, though, does make sense. I remember at least one review (the link evades me) where the guy was having serious wifi issues, and then got a replacement tablet which didn't have them.
So my guess is there's some sort of production issue seen on SOME tablets, and they're catching it in QC and sending them back, meaning the stock they have to ship for launch is cut way down (which would also jive with the Amazon excuse for their cancellations).
...then again they may be shipping them all and letting the early adopters do the QC, like what I seem to remember hearing with the original transformer. But that seems a bit unlikely given the excuses/stock underruns that have been going around.
Edit: Ahh, it was the Anandtech review -- http://www.anandtech.com/show/5178/an-update-on-transformer-prime-battery-life-wifi-issues
yes both NCIX and memory express were listed by asus as places to preorder the prime
I'll let you guys know what's up when they send out the mass-email. I'd be interested in knowing what kind of release date/window they give me with this whole delay thing. Oh and PRAYING for a free dock or something.
SwissyChief said:
Oh and PRAYING for a free dock or something.
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The squeaky wheel gets the grease... if this isn't an across the board delay a bit of complaint might get you something, if not quite your wildest dreams.
At least B&H seems to be unaware of this or their support just does not know.
Chris : Hey! Do you know anything about Asus notifying sellers about technical problems with upcoming Transformer Prime? Apparently launch partners of Asus in Canada stated that they got a message from Asus yesterday: "We got more bad news yesterday. Apparently the WiFi signal was very weak from these units so they have delayed this (release) even further." Has B&H gotten such delay notification? Thanks!
Mark S: Hello Chris. My name is Mark, and I will be glad to assist you. Please give me a few moments to begin working on your inquiry.
Chris: According to forum post this notification came from 'Asus Vice President for North America Sales and Distribution'.
Mark S: We have not received similar notices from ASUS
Chris: Alright, thank you.
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Interesting how this is happening with the preorders in Canada but the device has been selling in Taiwan (Wasn't the release date 1 of December there, I think a few people have already got their hands on the Prime in Taiwan).
I would have expected the production issues to be present everywhere, including on the Taiwanese Primes.
Well to be honest I don't think we'd hear too much about problems with this device in Taiwan... For all we know there's a recall going on right now. Where would we even get that info?
I don't think this effects the u.s. Batch.. Seems to inky originate from Canadian preorders.
Hmm I will have to check my order with NCIX also
avinash60 said:
Interesting how this is happening with the preorders in Canada but the device has been selling in Taiwan (Wasn't the release date 1 of December there, I think a few people have already got their hands on the Prime in Taiwan).
I would have expected the production issues to be present everywhere, including on the Taiwanese Primes.
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well it is possible it was one specific batch that came out bad and what they decided to do was screw over a few retailers completely and ship to other retailers as opposed to being short with everyone.
BongoBong said:
well it is possible it was one specific batch that came out bad and what they decided to do was screw over a few retailers completely and ship to other retailers as opposed to being short with everyone.
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It might have been only one color but that's bull if they do that!
Sent from my PC36100 using Tapatalk
Just came across this:
http://www.engadget.com/2011/12/12/asus-delays-transformer-primes-release-until-wifi-fix-is-found/
I'm hoping the source is unreliable but...it's not looking good. Although it seems strange to me no press release and the only source is some guy named "George". It does seem a bit strange too that they came out just yesterday claiming no delay. It is of note that this article references Asus Canada, so it may be possible that they only have so many to go around after a QC check of their inventory and are cutting out Canada as a quick easy way of dividing up who will get filled orders and who will see delays. So...who knows. Just thought I'd share...
UPDATE: Update:*We heard back from ASUS US and were told the Prime is still scheduled for release the week of 12 / 19.
So...who knows. Just thought I'd share for others like me eagerly waiting and wondering...
Everyday I read something different.... Like a woman sigh
I'm going to believe it, I guess. Can't anything launch on time. Goodness
Sent through my Black market i9250 Galaxy Nexus
Same unsourced claims regurgitating the same old statement, different day.
BiGMERF said:
I'm going to believe it, I guess. Can't anything launch on time. Goodness
Sent through my Black market i9250 Galaxy Nexus
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No, Asus hasn't confirmed it! They "received confirmation from ASUS Canada via one of our tipsters" that there was a delay. It's probably from one of the jokers who got the email from NCIX, which was also not confirmed by Asus. Don't fall into the hype! They are trying to drive up sales! Now, the smart thing to do would be to sell your Prime that you successfully got on time from pre-order for $1000+ because everyone thinks there is a shortage.
Like an energizer bunny...
Keeps going and going and going...
Engadget has to know that this is old news and has already been proven fake by other sites linked in there comments, I bet they love the drama and attention as they always seem to blindly start trouble.
WOW who keeps starting these rumors.Gamestop already has confirmed that they will have them on the nineteenth & their display unit has no problem connecting to wifi
Arun01 said:
WOW who keeps starting these rumors.Gamestop already has confirmed that they will have them on the nineteenth & their display unit has no problem connecting to wifi
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yes it does,I tried it and made a video of it on YouTube. But never tried the range, which is what is in question
Sent through my Black market i9250 Galaxy Nexus
adampdx said:
No, Asus hasn't confirmed it! They "received confirmation from ASUS Canada via one of our tipsters" that there was a delay. It's probably from one of the jokers who got the email from NCIX, which was also not confirmed by Asus. Don't fall into the hype! They are trying to drive up sales! Now, the smart thing to do would be to sell your Prime that you successfully got on time from pre-order for $1000+ because everyone thinks there is a shortage.
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They are trying to drive up the hype be releasing rumours that their device has Wifi problems?...
I don't know one way or another but this thread should be closed, Engadget used the exact same language as the NCIX email which is a Canadian company. It seems Engadget did not search the internet before posting this, notice how they put in an update about the ASUS denial. I won't fault the OP but a new rumor of an old rumor denied is a waste of precious minutes of our life
Since no one seems to be reading the links, here's what Engadget said...
If you were hoping to get you hands on a Transformer Prime this month, prepare to be disappointed. After hearing rumors of the ASUS slate's delay due to Wifi issues, we've now received confirmation from ASUS Canada via one of our tipsters. The company says that "the WiFi range on the TF201 did not meet our quality standards" and that it will not release the product until the wireless is up to snuff. In order to combat the issue, ASUS "will be implementing a new solution," though it declined to elaborate on what the solution would be. Naturally, no timetable for the Transformer Prime's release was provided either. So, if you jumped on the pre-order, let us know if you've heard the same song and dance from ASUS in the comments below.
[Thanks, George]
Update: We're aware that ASUS US has said that the Transformer Prime release is still on schedule. We've reached out to the company and we're awaiting word on the issue.
As online media rags go, Engadget's one of the more reputable ones. If they're quoting something from the company, even off-the-record via a tipster, it's got to have some validity. After all, the company knows what they've said and haven't said, so it's not like it's going to fly under the radar. It's one thing to say from an anonomyous source and another to say from "the company."
The real question is why does it appear that Asus Canada's not OK with the current Wi-Fi implementation and Asus U.S. is when I'd imagine they both share the same stock?
Oh well, will you look at that, Engadget updated their original story (twice) to say that Asus reached out to them directly and said the device is on track for release the week of 12/19.
Now my only question is, will that be arriving in our hands by then, or shipping from retailers. Because if it ships then I'm going to have to change my ship-to address...
dump.
.......
Arun01 said:
WOW who keeps starting these rumors.Gamestop already has confirmed that they will have them on the nineteenth & their display unit has no problem connecting to wifi
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What display unit are you talking about, as if there is only one? Are you talking about this one?
http://forum.xda-developers.com/showpost.php?p=20155969&postcount=11
...The wifi on the demo unit at GameStop definitely was fluctuating wildly both times I played with it, I had assumed the signal just sucked, but I didn't compare to my phone.
Besides, the article said "the WiFi range on the TF201 did not meet our quality standards" which is not the same as just connecting to Wifi.
beavertank said:
Oh well, will you look at that, Engadget updated their original story (twice) to say that Asus reached out to them directly and said the device is on track for release the week of 12/19.
Now my only question is, will that be arriving in our hands by then, or shipping from retailers. Because if it ships then I'm going to have to change my ship-to address...
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Wonder why they didn't leave both updates, better yet wonder why they did not just pull the story, this kind of sensationalism and running up hit and comment counts is irritating to me so I will not be going to engadget for say... 6 months
now I have wasted a full ten minutes on this
Here we go again. Engadget may be credible but word from Asus themselves weighs more. Plus sounds like rehashed news engadget now just catching on to. As you saw their updates. I'd be more inclined to think maybe Canada supply n U.S. Supply were built at different times or from different batches. Canada may have been receiving batch with more units not up to par with wifi quality. U.s. Batch seems to be in good standing s still as release date is only 1 week away for GameStop.
---------- Post added at 05:17 PM ---------- Previous post was at 05:14 PM ----------
Ectoplasmic said:
What display unit are you talking about, as if there is only one? Are you talking about this one?
http://forum.xda-developers.com/showpost.php?p=20155969&postcount=11
...The wifi on the demo unit at GameStop definitely was fluctuating wildly both times I played with it, I had assumed the signal just sucked, but I didn't compare to my phone.
Besides, the article said "the WiFi range on the TF201 did not meet our quality standards" which is not the same as just connecting to Wifi.
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Funny how you've been silent lately and as soon as this new rehash rumor thread pops up, here you are..lmfao. You love this kind of stuff huh?
demandarin said:
Here we go again. Engadget may be credible but word from Asus themselves weighs more. Plus sounds like rehashed news engadget now just catching on to. As you saw their updates. I'd be more inclined to think maybe Canada supply n U.S. Supply were built at different times or from different batches. Canada may have been receiving batch with more units not up to par with wifi quality. U.s. Batch seems to be in good standing s still as release date is only 1 week away for GameStop.
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This is what I am thinking as well. From memory express to me about the delay
Originally we were supposed to get them on the 6th of December. According to Asus they are shipping on the 15th which means in theory we should have them on or after Christmas day.
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So seems like a fairly small delay for at least some retailers in Canada.
Now, BGR reposts Engadget's story, but without the correction. So, now there are TWO major sites having reported on already-debunked information. Pretty soon, it'll become "fact"...
Tech reporting is simply terrible. Just terrible.
Edit: I say this about tech reporting even if in this instance the story turns out to be true. BGR is a big enough site without enough clout that ASUS would respond to them. So, if they were going to do real reporting, they should wait until they can confirm with ASUS rather than just rehashing what Engadget says.
ASUS really should have done a better job communicating the launch plans to it's customers. It seems like we've been relying on rumors and information from retailer customer service reps. It's no wonder we keep hearing all kinds of conflicting information coming from so many different sources except the one source that really matters.
On November 22, 2012, I placed a pre-order for the ASUS Transformer Prime 64G (Grey) through Amazon.com. This would be a gift to myself for Christmas.
It's unfortunate that many like me are having a very bad experience with their tablets while others are enjoying their tablets with no issues at all. (The constant rebooting and freezing is not called for.) After several attempts to get my tablet working through customer support (Re-installing, disabling, clearing catch, etc.) I was given an RMA number and told that the best thing they can do is have me send it in for repair and that it will be fixed definitely. For me though... it was frustrating that I had to pay the shipping cost to get it repaired when ASUS knew it was a known issue with the Prime??
Yesterday, I received my tablet from the ASUS Repair Service Center in Texas. After I had patiently waited all this time to have a working tablet, its still doing the same exact thing! Could you imagine the frustration? I ended up calling ASUS today and explained to them that I had sent in the Tablet for repair and I'm still experiencing the same exact thing as I did before I sent it out to them for repair. I've been very patient but now I'm pissed... Let's remember that the Prime had several batches with known issues before it even came out.
While I was talking to the ASUS Customer Representative, he told me that I would have to send it in and have it fixed. I told him, "The Tablet should have been fixed correctly or replaced when I sent it in the last time/ can I speak to your manager please?" After much hesitation to get me a manager he replied, "Sir I will get you a new RMA number then I will get you the manager.
As soon as he transferred my call over, I could not believe that it was the same Representative that I had asked for the manager! He was trying to use a different voice! I was so shocked! I told him “Sir, do you think I’m stupid or something?? I know you are the same exact person I was just talking to. (His answer with nervousness) “Sir… Sir… like I said before, Um… (He then corrected) “Like my Representative said before, we can give you a new RMA number and send you a prepaid shipping label”. “I can assure you I’m not the same person you talked to before”. I told him I was going to contact the BBB and that this was not professional at all.
I would like to say that this has been a very bad experience for me folks. I wouldn't have gone through all this trouble to write this letter if it were not true what I'm saying on this Forum.
Danielo01 said:
On November 22, 2012, I placed a pre-order for the ASUS Transformer Prime 64G (Grey) through Amazon.com. This would be a gift to myself like so many here on this Forum.
It's unfortunate that many like me are having a very bad experience with their tablets while others are enjoying their tablets with no issues at all. (The constant rebooting and freezing is not called for.) After several attempts to get my tablet working through customer support (Re-installing, disabling, clearing catch, etc.), to fix the I was given an RMA number and told that the best thing they can do is have me send it in for repair and that it will be fixed definitely. For me, it was frustrating enough that I had to pay the shipping cost to get it repaired when ASUS knew it was a known issue with the Prime??
Yesterday, I received my tablet from the ASUS Repair Service Center in Texas. After I had patiently waited all this time to have a working tablet, its still doing the same exact thing! Could you imagine the frustration? I ended up calling ASUS today and explained to them that I had sent in the Tablet for repair and I'm still experiencing the same exact thing as I did before I sent it out to them for repair. I've been very patient but now I'm pissed... Let's remember that the Prime had several batches with known issues before it even came out.
While I was talking to the ASUS Customer Representative, he told me that I would have to send it in and have it fixed. I told him, "The Tablet should have been fixed correctly or replaced when I sent it in the last time/ can I speak to your manager please?" After much hesitation to get me a manager he replied, "Sir I will get you a new RMA number then I will get you the manager.
As soon as he transferred my call over, I could not believe that it was the same Representative that I had asked for the manager! He was trying to use a different voice! I was so shocked! I told him “Sir, do you think I’m stupid or something?? I know you are the same exact person I was just talking to. (His answer with nervousness) “Sir… Sir… like I said before, Um… (He then corrected) “Like my Representative said before we can give you a new RMA number and send you a prepaid shipping label”. “I can assure you I’m not the same person you talked to before”. I told him I was going to contact the BBB and that this is not professional at all.
I would like to say that this has been a very bad experience for me folks and that I would have not gone through all this trouble to write this letter if it were not true what I'm saying on this Forum.
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And we can do what about it? While I sympathize with the issues you have ran into, there is not much us users can do for you. I would say call them back and get someone else to help you. Write them a letter of complaint. Follow up on your threat and contact the BBB. Posting yet another "I have been miss-treated" thread isn't going to help your cause. I mean I have been through 4 primes.....2 that have been perfect and 2 that I had to exchange. I didn't come on here an complain....I just did what I felt I needed to get ones that worked. Its this way for anything you buy. If it's not right ...keep going to the company that can fix the issue....I am sure if you keep trying you will find someone that will help you.
Just my 2 cents......
I think spending your hard earned money for them to get it wrong twice really blows. You would think the first RMA, whatever they decided to to do they would run the Prime through its paces before sending it out again. That's just foolish. I think the post is fine so people know what's going on with fellow users / customers. Good or bad.
Unbeknownst to most upset callers, when asking for a manager at MOST call centers, you don't actually get a manager. At most, you'll get someone that might be a little more knowledgeable.
In my experience in dealing with and working in call centers, this is common practice. Is it right? heck no. Is Asus support the only company doing this? heck no, lol. Just last week I had Time Warner Cable pull the same thing on me. I would guess the manager was in a meeting or just not available.
They've messed up and admitted it. They've offered paying for your shipment (which they should). Beyond going back in time, is there anything else they can do?
Also, I'm not trying to say you shouldn't be frustrated... you should. You just have to realize that some things are out of your (our) control. Accept that they want to make it right and move along.
How long did they have it before they sent it back to you? Was there any kind of repair log or anything showing what they "supposedly" fixed? But yeah, their customer service seems to blow. I'd say call back as chances are you'll get a new person. I'm site there has to be at least 1 decent person there. Blast their Facebook page with the issue. I'm sure you'll get their attention then and more than likely a new tablet. You could also pm Gary n write him what you wrote here in this thread. Good luck!
P.s. what was wrong with the tablet originally that you had to send it in?
I'm glad you told your story here. That's the only way the rest of us know. I was going to pick up my TP today, ordered it from Best Buy in Canada to be shipped to a nearby store. I got an email yesterday that it was ready for pickup. Got so excited. Then started to read these threads. I've lost confidence in Asus to resolve this issue. Too many serious problems in this new product, and if it's a hardware issue, they will just wash their hands of it.
So I've decided not to buy it, and have cancelled the order. Thanks for your story. You saved me some grief.
Call before 7pm est you usually get someone who speaks better English then...
Sent from my PC36100 using Tapatalk
Attorney General
In addition to contacting the BBB in your local area, you should also contact the Attorney General for your state. The Attorney General has more power than the BBB. All the BBB will do is write letters to Asus and lower their rating. The attorney general has some real power.
Please don't take this the wrong way, but it's stories like yours that makes me feel lucky I returned mine to Amazon within the return window. I never received a response from Asus support to facilitate an RMA for my defective unit, the reason I returned mine.
Kinda funny, I always thought Asus were great until recently. In addition to the bad experience with the TF201, I also had a system failure with my netbook and the recovery partition failed. I requested a replacement DVD from Asus. They wanted $50 to mail a replacement DVD. I wasn't asking for a new license, I was asking for a replacement DVD. In the end, I ended up downloading Windows 7 ISO's from Dell and using them to reinstall Windows.
Best of luck to you and please keep us posted as this progresses. You may also want to contact Gary Key (Asus Technical Marketing Manager) as others seem to have received better support after contacting him.
This is exactly why everyone should be returning theirs to the store they bought it from for a refund or exchange...... period, end of story, bottom line , and point blank this is Asus problem not ours DO NOT take no for an answer if the store gives you a hard time and if you have to get transferred up the ladder of supervisors and go to corporate if need be.
I would trust a pack of gorillas more then I would trust Asus at this point I have heard nothing but horror stories with them and the tablet it's like they threw together a make shift department for the tablets and NONE of them are on the same page.
any update?
I think Asus should man up and admit there are serious design flaws, not just a few tabs here and there. Then they should offer a recall and free fixes for it. (The right thing to do) Gary basically admits it with this message on his profile.
I am traveling to Taiwan from January 27th through February 4th to work on Transformer Prime problems with our engineering group. I will read messages and forward information to R&D but expect direct replies to be very delayed or answered by Customer Care.
No company would fly a manager to Taiwan unless there were some serious issues that need to be fixed. Just my 2 c
neo1738 said:
I think Asus should man up and admit there are serious design flaws, not just a few tabs here and there. Then they should offer a recall and free fixes for it. (The right thing to do) Gary basically admits it with this message on his profile.
I am traveling to Taiwan from January 27th through February 4th to work on Transformer Prime problems with our engineering group. I will read messages and forward information to R&D but expect direct replies to be very delayed or answered by Customer Care.
No company would fly a manager to Taiwan unless there were some serious issues that need to be fixed. Just my 2 c
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Uhmmm... I'm sure Gary key is based in Taiwan asus is a Taiwanese company lol! He was at CES
Sent from my PC36100 using Tapatalk
UK Retailer Pulls Asus Transformer Prime
Asus lack of support could lead to lack of dealers willing to sell the Prime,
http://news.softpedia.com/news/Reta...-Reliability-Issues-Are-to-Blame-249994.shtml
I'll be waiting to see what happens
It's very unfortunate that ASUS is taking way too long to admit the seriousness of the problems or issues with the PRIME. I just don't understand why some users have working tablets while there are others who have almost unusable tablets? This raises the suspicion that ASUS knew something was wrong with the PRIME and they corrected it all while still sending out the defected ones to us.
I hope they come up with a real solution soon because the longer they continue to have us wait, the more damaging to their reputation. Somehow, I hope ASUS can redeem themselves and make us happy after all we been through.
PrimeTimeBro said:
any update?
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I'm just going to sit tight for a little bit to see if they come out with a resolution soon. I'm not sending my tablet for repair a second time.
Wordlywisewiz said:
Uhmmm... I'm sure Gary key is based in Taiwan asus is a Taiwanese company lol! He was at CES
Sent from my PC36100 using Tapatalk
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Hopefully, Gary has some really good news for us soon. Please keep me updated if you find out anything and I'll do the same. Thanks!
Wordlywisewiz said:
Uhmmm... I'm sure Gary key is based in Taiwan asus is a Taiwanese company lol! He was at CES
Sent from my PC36100 using Tapatalk
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If he was based there he would say I am returning to Taiwan to work with the engineers, not I am traveling to Taiwan. He is a North America manager basically.
Danielo01 said:
On November 22, 2012
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Orly? *Modified quote from Back to the Future*
-Tell me, future boy, who's president of the united states in late 2012?
-Arnold Schwarzenegger.
-Arnold Schwarzenegger?! The actor?!
Sorry, I'm in the mood to troll a bit lol...
Sent from my ADR6425LVW using XDA Premium.
I sent my two primes, and two docks back to ASUS. They have had them for two weeks now.
I have emailed Trinity, my contact that Gary gave me, she is the one I put attention to on the box. I emailed here about 5 times in the last two weeks, and not even one email back.
I have now emailed Gary two times in the last week, and no email back from him either.
I am about to get my credit card companies involved. All I have asked is for a working RMA, a status update, or at least a confirmation that they at least have my stuff.
Two weeks and I can't even get a courtesy one email back???
What would you guys do next???
Call them
I sent mine in about a week and a half ago. I've never waited this long on a repair from anywhere before. Hopefully your goods comeback in better shape than you left them. I had my tablet for a day before mailing it in for repair. Very disappointing. Not sure why I didn't just return it. Would have had a new one already.
Sent from my SPH-D710 using XDA
xGary said:
Call them
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"Hello, this is Peggy.. Thank you and I be here to help u. What is your problem?"
I understand what you saying. He has been very busy lately. I'd say try emailing him again. Put who you are in the subject in the subject and put this needs reading asap.
Browsing this thread - this just really hit me hard. Freakin' TWO PRIMES RMA'd - and no response?!
That is absolutely, 100%, unequivocally , unacceptable in today's market.
Really makes me want to move away from Asus Tablets. My Prime has had no GPS (ordered in December, received late January). I sure don't want to go through RMA hell, but I also don't want to try to explain to everyone what the abscess (sorry, dongle) is attached to my otherwise, thinner than iPad tablet is.
Ridiculous.
B-Mod said:
I sent my two primes, and two docks back to ASUS. They have had them for two weeks now.
Two weeks and I can't even get a courtesy one email back???
What would you guys do next???
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Asus agreed to buy back all this stuff. So I sent it all in per their shipping methods. And now I get nothing. How do I call, when they did not even give me a RMA number, all they gave me was instructions to send it to California Asus, with attention to Trinity.
I don't understand why they can't even reply back?
When I email both people I include all old emails, so they know what the email is about. I just don't get it. They have had it in their hands since the 4th of April.
I would call them. My experience is someone always answers the phone and any one of them can help you. Sometimes you have to wait a little bit and listen to the Asus advertising before someone picks up but it's worth the short wait.
I had a great RMA experience with them and Trinity was initially assigned to me (From Gary) but it wasn't necessary to only have her help you. Everyone gladly chipped in to assist.
Ill mention your xda name next time I talk to Gary. A few others had a similar situation and i got them an accelerated response. It shouldn't be needed but he is a busy man. That Trinity woman is the one who really should've hit you back already and no reason why she couldn't have already. Ill see if I can help ya out.
Actually I have a RMA # but it does not work, nor does entering my phone number on their website. It took me a week for Trinity to get back to me with shipping instructions. She said she sent them to me, I sent her three emails over the next week, and then she finally got back to me with the shipping info.
With service like this my costumers would leave my company, and I would be left with no work, therefore no job. Maybe she does not work there anymore??? That's the only reason I emailed Gary about this again.
B-Mod said:
Actually I have a RMA # but it does not work, nor does entering my phone number on their website. It took me a week for Trinity to get back to me with shipping instructions. She said she sent them to me, I sent her three emails over the next week, and then she finally got back to me with the shipping info.
With service like this my costumers would leave my company, and I would be left with no work, therefore no job. Maybe she does not work there anymore??? That's the only reason I emailed Gary about this again.
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My Prime has arrived in their facilities since 5 weeks ago. RMA numbers never worked.
Sent mine in on 04/08, fedex said they received it on 4/12, but the status said the receive date was 04/13. its now in [WB5] status. damn thats a long time without my prime. i RMA'd a galaxy tab and it took less than a week to get there and back to me -__-
rcatron said:
Browsing this thread - this just really hit me hard. Freakin' TWO PRIMES RMA'd - and no response?!
That is absolutely, 100%, unequivocally , unacceptable in today's market.
Really makes me want to move away from Asus Tablets. My Prime has had no GPS (ordered in December, received late January). I sure don't want to go through RMA hell, but I also don't want to try to explain to everyone what the abscess (sorry, dongle) is attached to my otherwise, thinner than iPad tablet is.
Ridiculous.
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Well this is clearly Asus' fault. And it isn't.
The problem here is that Asus obviously put their US RMA service up for bid and accepted the lowest bidder.
So yeah, root cause is Asus' fault.
The lowball bidder whom Asus awarded the bid to has attempted to line their pockets by defrauding Asus' customers (documented repeatedly here on XDA before someone gets a wild idea about suing me for libel, bring it if you're that stupid). This adds to the problem.
And Asus doesn't seem to be supporting the RMA site other than with some parts. IOW the RMA site doesn't have access to NVFlash either. I haven't heard enough from other poster's on XDA to know if any non-brick software issues have been resolved, but I suspect not since most of them could be handled via FOTA.
Then there's the lack of communication between the RMA site, Asus, and the customer.
So it's not a pretty picture, no matter how you look at it.
I rma'ed mine last monday the 9th, shipped overnight and it arrived in their hands on the 10th. My RMA still says they haven't received my device yet. It's been like that since day 1. I'm not gonna call or anything, its pointless. They only have 14 days anyways max to turn around an RMA.
Hi,
I will have Trinity call you today and have escalated it higher after my response to you yesterday. I did respond on 4/13 and again yesterday. I apologize about the call back not occurring.
Sincerely,
Gary
Sounds like a lack of parts to me. Primes seem to be breaking everywhere.
Gary Key said:
Hi,
I will have Trinity call you today and have escalated it higher after my response to you yesterday. I did respond on 4/13 and again yesterday. I apologize about the call back not occurring.
Sincerely,
Gary
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Gary I did not get an email from you on the 13th, I did get one last night stating you are forwarding this on to Tony, but I got nothing today from Tony or Trinity. The last email I got from Trinity is the FedEx info, I have never received an email since then from her. I use Gmail, and I have checked the spam folder, and found nothing....
Still no reply from Asus.....
I need to rma my device due to some light bleed, but maybe i should call Asus Support on the instructions manual first? will they troubleshoot that? anybody got experience on how Asus is handling these kind of defects?
Sent from my TF201
bk201doesntexist said:
I need to rma my device due to some light bleed, but maybe i should call Asus Support on the instructions manual first? will they troubleshoot that? anybody got experience on how Asus is handling these kind of defects?
Sent from my TF201
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if the light bleed isn't that bad, I would suggest that you don't RMA it unless it really bothers you and you want to part with your tablet for AT LEAST a month
I call the 1-800 number for gamestop weekly to see if they are doing it yet, but they keep telling me that until an official recall of this pos is announced, it isn't going to happen. Maybe more of us should keep calling. We only have a little over 3 months left until all bets are off because best buy and amazon are doing it based on the 1 year manufacture's warranty.
The number is 1-800-883-8895. Lets get those calls going so maybe they will change their minds. I know that I won't ever buy anything from gamestop again because of this.
The more of us that call over and over will make them see that this is a problem. Tell them that Best Buy and Amazon are doing it.
I like the idea, it would be funny if it actually worked. Unfortunately I bought my prime at Nebraska Furniture Mart, and when I asked them about it they just laughed at me and asked if I was serious, which I don't blame them. This should be Asus' responsibility.
I agree that it is definitly Asus's responsibilty but they could care less. They are just playing the silent game or tell us to RMA it so they can dent it and scratch it up and then send it back unrepaired.
So now its up to the retailers to step it up like best buy and amazon to show that they have their customer's backs and shove these manufacture defective pos's right back to Asus.
I mean come on. I can't even open GMail without it crashing and having to reboot. Not to mention playing a game. Oh and I love having to switch seats with my brother in law who has an Ipad so that I can be closer to the router to get a signal.
I tried to call mediaworld (a very common store here in italy), where i bought my prime, just for curiosity, saying exactly what people who got an exchange said to bestbuy. They answered me that the only thing i could do was RMA the product to have its back cover replaced with a plastic one ................ (i addressed wifi as the biggest problem of the tablet). Here in italy, in italian stores, having a product exchanged like bestbuy products is a wonderful dream!
Sent from my Transformer Prime TF201 using xda premium
I will join you & call weekly as well. Mine is from Gamestop... sigh......=/
Although, this is really ASUS responsibility.
I sent an email as opposed to calling them as I'm in the UK which I have quoted below. It's a tad bit melodramatic but whatever .
Hello,
As I'm sure you are aware many of those who have purchased Asus TF201 Transformer Primes have faced a mountain of problems ranging from rather tame issues such as minor light bleed or a couple of dead or stuck pixels to major issues that make the device borderline impossible to use such as very poor WiFi range and speeds and system hangs and freezes that make something as simple as changing something in the settings a needlessly difficult chore.
Now, many of us (And I stress the many) who have encountered the aforementioned problems have looked to Asus directly to rectify and fix these issues whether it be via updates to the tablets software or by shipping off their tablet to Asus for them to fix it directly. These fixes have not came which has left those with issues with a $500+ tablet that has for some, become a paper weight. Those who have sent their tablet off to Asus have came back with horror stories such as physical damage to the tablet itself including scratched backplates and screens and even bends in the aluminium casing on the Prime, not to mention the more than a month long turnaround only for them to receive their Primes back battered and bruised with none of the problems they sent it in for fixed.
As you are likely aware, both Best Buy and Amazon have been either giving customers who have came in to complain about their Primes store credit which has been swiftly used to buy what the Prime should have been, the TF700 Infinity also by Asus, or full refunds including shipping. This is what I would hope to hear yourselves doing as you as a company will have a much higher chance of getting something back from Asus than us consumers whether it be actual fixes/replacements on the faulty Primes or refunds on the stock of Primes that were returned to you. I would be very happy to receive store credit to spend in your store on the Infinity given the chance but I know that this is unlikely to happen.
I know that this email will fall on deaf ears and will probably be received by some guy at a desk employed to respond with generic emails but whatever, I tried.
Regards,
Jordan.
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That's awesome. You will have to let us know if you get a reply.
I just emailed them as well.
jason1993 said:
...They answered me that the only thing i could do was RMA the product to have its back cover replaced with a plastic one ...
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Hi,
any infos for this replacement? Can the back cover be replaced with the TF300 or TF700 ones?
Just sent my prime in yesterday regarding weak or unacceptable wifi signal...
Two days ago I called and after 5 CSR`s who all told me I was pretty much left with the tf201, based on it was 10 months past thier policy and that with no official recall nothing they could do. So I asked for another supervisor . After explaining the issues she told me she would call me back within 24 hours , low and behold 18 ours later she calls an says they would be happy t exchange for a tf700t and it would be shipped out overnight. And if I could please follow email instructions on returning my prime. Sounded reasonable. To me still doubtful I awaited and sure enough not even 24 hours later ups delivered a tf700t. I was very calm , collected and reasonable with all cars and am very pleased with the results. Hope this helps someone. Patience worked 2.5 hours of phone time and a small wait all it took for me. I stressed the Wifi issues to them and let them know Asus admitted to faulty design.
Sent from my Transformer Pad TF700T using xda app-developers app
bentear said:
Two days ago I called and after 5 CSR`s who all told me I was pretty much left with the tf201, based on it was 10 months past thier policy and that with no official recall nothing they could do. So I asked for another supervisor . After explaining the issues she told me she would call me back within 24 hours , low and behold 18 ours later she calls an says they would be happy t exchange for a tf700t and it would be shipped out overnight. And if I could please follow email instructions on returning my prime. Sounded reasonable. To me still doubtful I awaited and sure enough not even 24 hours later ups delivered a tf700t. I was very calm , collected and reasonable with all cars and am very pleased with the results. Hope this helps someone. Patience worked 2.5 hours of phone time and a small wait all it took for me. I stressed the Wifi issues to them and let them know Asus admitted to faulty design.
Sent from my Transformer Pad TF700T using xda app-developers app
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Thank you very much. I'm calling now.
Anyone having problems message me I will give supervisor name who authorized the for me
Sent from my Transformer Pad TF700T using xda app-developers app
Unfortunately calling them doesn't seem to be an option for me and they haven't replied to my email yet . Keep me updated those who try this and awesome news, Bentear .
noob
Ll
bentear said:
Anyone having problems message me I will give supervisor name who authorized the for me
Sent from my Transformer Pad TF700T using xda app-developers app
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Hi Bentear. Great news about your prime. It wasn't clear to me what store you had called. I purchased my prime from Amazon in January and have sent it back twice. The second time, the wifi was a little better, all the other problems untouched or made worse. Tablet is dying a little more each day. If you could let me know the store and the supv. name, I will rename the 4th of July BENTEAR DAY
---------- Post added at 03:43 PM ---------- Previous post was at 02:47 PM ----------
I sent the Asus CEO, [email protected] and Chairman, [email protected] emails about my tablet defects. Of course, I haven't heard anything back and don't expect to. They have all this BS about caring for their customers on their website, brochures,etc. They only care about bringing people in, grab their money and then kick them out the backdoor. Well, those are the email addresses in case any of you want to contact them. I've posted the addresses on all the forums I belong to, the two Facebook pages that Asus has and a mens room stall. LOL. I had meant to post the addresses everyday at least somewhere but health problems put that on hold. Time to hit the trash sellers again and start the circuit back up.
tomh1313 said:
Ll
Hi Bentear. Great news about your prime. It wasn't clear to me what store you had called. I purchased my prime from Amazon in January and have sent it back twice. The second time, the wifi was a little better, all the other problems untouched or made worse. Tablet is dying a little more each day. If you could let me know the store and the supv. name, I will rename the 4th of July BENTEAR DAY
---------- Post added at 03:43 PM ---------- Previous post was at 02:47 PM ----------
I sent the Asus CEO, [email protected] and Chairman, [email protected] emails about my tablet defects. Of course, I haven't heard anything back and don't expect to. They have all this BS about caring for their customers on their website, brochures,etc. They only care about bringing people in, grab their money and then kick them out the backdoor. Well, those are the email addresses in case any of you want to contact them. I've posted the addresses on all the forums I belong to, the two Facebook pages that Asus has and a mens room stall. LOL. I had meant to post the addresses everyday at least somewhere but health problems put that on hold. Time to hit the trash sellers again and start the circuit back up.
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Well, i don't know if those e-mail adresses are real, but i give it a shot and send the following mail
Hi,
I'm writing to you, with the hope that my mail can alert you to the bad image Asus have in this moment, mostly related with the attitude showed about the Asus TF201 issues.
I have one of this devices, which is supposed to be a high end device.
However, it is not... and that's because the device is full of issues, mostly related to hardware design flaws. The known design issues are:
- Metal back plate, which blocks Wi-Fi, Bluetooth and GPS signal.
- Poor I/O performance which slows down the tablet overall performance and causes instability.
Many people are waiting for 10 months for a magic solution or a recall/refund by Asus. However, all we have see is desperate attempts to fix the hardware issues with unsuccessfully software patches, and even those patches release is frozen for 3 months now.
Some stores on US (Amazon, Best Buy, ... ) are starting to refund their clients, and guess what, people is exchanging their Asus tablets for tablets from other brands.
I believe this is embarrassing for Asus image and you should do something about it.
One idea of damage control is to recall all the TF201, and exchange it for free with TF700, which have some of this issues solved (not all, unfortunately...).
You can see how people are feeling about Asus on this famous Android developers Forum --> http://forum.xda-developers.com/forumdisplay.php?f=1412
I expect you read this e-mail and take some measures about this problem.
Thanks in advance for reading my e-mail.
PR
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Cool! I also got mine from gamestop and since then my micro HDMI died, gps sucks, and my router is outside of my room and I only get 2/4 bars on this thing. Just terrible. Will definitely attempt to contact for an exchange/refund
several weeks ago I went to gamestop where i bought my prime and exchange it. ok the story is that I bought the extended warranty on it and the prime I had was not giving me much problems so I was riding it out. how ever my wife by mistake broke my hdmi port so i decided to go and exchange since i had the extended warranty. so i went in and ask the manager to please exchange to the infinity or put my money in a gift card he said was not able to because they had the prime in stock. so he went and gave me a new prime and gave me a new warranty for free. so on my way home i decided to stop at a different game stop. talked to a manager and went back and forward for almost an hour it was not till I said what I'm going to do with this thing since i don't want it and is brand new in a box and i refuse to open it to test if it is good or not and the horror stories of rma and last when I said I was contacting corporate since he was not been helpful in a very respectful way that he agreed to exchange my tablet since it was new for a infinity. that was Saturday and on Tuesday he called me to go and pick it up and went and renew my warranty again for free for another year. so guys don't give up on this it will not be as easy as amazon or best buy but it can be done.
Sent from my ASUS Transformer Pad TF700T using xda premium
That assumes we took out extended warranty, which most of us didn't. They'll do sweet FA themselves and tell us to take it up with Asus. Glad you had some success though .
Moothead2 said:
That assumes we took out extended warranty, which most of us didn't. They'll do sweet FA themselves and tell us to take it up with Asus. Glad you had some success though .
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I usually don't buy warranties but for this one I was unsure so I did and it came handy. Hope more people get lucky and get it swipe out.
Sent from my ASUS Transformer Pad TF700T using xda premium
bentear said:
Anyone having problems message me I will give supervisor name who authorized the for me
Sent from my Transformer Pad TF700T using xda app-developers app
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Bentear, I sent you a PM for the supervisor's name.