ASUS, never again! - Asus Eee Pad Transformer Prime

This is a warning for all people that are considering to buy a product from ASUS. Please pardon my tone is this post but I'm really really pissed atm. Also, don't be a blind fool/fanboy and say this is only a one out of ###### experience. Stores are refusing to sell the TF201 and ASUS's customer service is notorious to be, to say politely, "below average".
First of all:
I had the original Transformer as soon as it was released. However, because of bad backlight bleeding and stuck/deadpixels ASUS has replaced the screen 4 times and after that refunded me my money. The whole process (incl. the RMA's) took about 4 months. After I finally got my money back I decided to wait on the successor which turned out to be the TP.
So I bought the TF201 again as soon as it came out. However, I'm on my 4th unit now after returning three to the store because of backlight bleeding and all sorts of other issues. The first store refunded me the third time because they had too many complaints about the TF201. I then waited a week a bought a C1 batch TP at another store. Yet again, lots of backlight bleeding and some dust under the glass. So I decided to try a RMA this time and see if that helps. After UPS failed to pick it up for two days, the tablet finally arrived at the Czech repair center on the 30th of January. After 4 days on the status "repairing" it was shipped back on Friday and I received it today.
So, I first had a look to the repair report and it said: "Tested Ok/No troubles found". That already was making me furious, what have they done those 4 days and how bad is ASUS's policy that this is "ok"? So I booted up the tablet and yep there we have it...same old backlightbleed and some nice dust specs under the glass.... wonderfull! Furthermore, they factory resetted the tablet which I specifically asked (put a short letter in the package and also indicated it on the RMA form) not to do. The store I bought it from is also always sending it in for repair, so now I'm stuck with a up €600 tablet which has some nice lightbleeding and some nice specs of dust under the glass.
Do you guys have any advice what I can do? Ask for a manager at ASUS? I don't have a clue anymore and am extremely dissappointed.
Oh and plz judge for yourselves about the lightbleed, do you think this is acceptable?
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
A update (9-2-2012):
I've e-mailed them twice the last three days and got two anwers back (all in Dutch, sorry, quick translation below each e-mail):
From: ....
Sent: maandag 6 februari 2012 21:49
Mod Edit Names Removed
Subject: Re: ASUS Eee Pad Transformer Prime (scherm problemen, nu al 4e unit)
Mod Edit Names Removed
Vandaag heb ik de tablet weer ontvangen en tot mijn grote teleurstelling is er helemaal niets gedaan en is hij inderdaad als “ok” getest. Stof onder het scherm en lightbleed vind ik niet “ok”.
Het is geen speeltje van een paar euro, maar deze tablet kost veel geld en ik mag dan ook een deugdelijk en (vanbinnen) stofvrij product verwachten. Bovendien ben ik nu ook het beschermdopje van de docking-poort kwijt, terwijl deze er netjes op zat toen ik mijn tablet opstuurde. Waarschijnlijk blijven liggen bij uw “reperateur”. Deze heeft er 4 dagen over gedaan om het predikaat “ok” aan de tablet te geven. Bovendien had ik uitdrukkelijk gevraagd de tablet niet te resetten (alleen indien echt noodzakelijk) en wat gebeurt er? Natuurlijk wel gereset. Al met al ben ik zeer ontevreden en ik wil dat mijn klacht naar behoren wordt behandeld.Ik ben al erg coulant door niet te zeuren over de GPS die niet werkt en het matige Wifi-bereik (een door Asus erkend probleem), maar ik wil niet nog eens inleveren op de kwaliteit van het scherm.
Ik hoop dat u (of desnoods een van uw collega’s met meer bevoegdheid) mij aan een oplossing kunnen helpen. Op zich heeft u een onderscheidend product, juist door het bijbehorende toetsenbord, maar tot nu toe heb ik niet veel gemerkt van uw “persistent perfection”.
Met vriendelijke groet,
....
Click to expand...
Click to collapse
Quick English summary:
I explain that I received the tablet and test report which said it was "ok" and no trouble found. I said I don't think this is "ok" and that they should be glad that I'm not making a big fuzz about my dead GPS (it is still on my box ) and the below average WIFI range. But, in return I don't want a additional broken screen to those two problems. Furthermore, I told him that they lost my docking port protector cap during the reparation. Also I complained about the time they needed to determine it was "ok" (4 days in status "repairing) and I asked him to handle my complaint or send it to someone higher up in the organisation who has more authority.
His anwser:
Geachte heer ....,
Ja dit heb ik u op 20 januari gemailt :
Geachte heer/mevrouw,
Ik heb de foto’s bekeken en ik ben bang als de Transformer daarvoor binnen moet komen dat deze test ok terug wordt gestuurd.
Met vriendelijke groet,
Mod Edit Names Removed
Met vriendelijke groet,
mod edit names removed
Click to expand...
Click to collapse
Quick English summary:
He simply says, "I told you so" and quoted an earlier e-mail.
It is true that he told me before the RMA that he thinks it will be tested as "ok" but I did not agree (like I don't do now) and pressed on for an RMA. But he does not anwser any of my questions in my first quoted e-mail and does not take it seriously...
Because I started my traineeship this week I did not had time to call ASUS because I'am home after the regular office hours. Therefore, I asked my father to call them, which he did but according to him he could not get hold of the "Daniel" from the e-mails so he e-mailed him a very serious letter:
Beste heer Duinkerken,
Op verzoek van mijn zoon..... neem ik contact met u op.
U heeft al eerder telefonisch en per mail contact met hem gehad over de door
hem gekochte tablet. Omdat deze tablet niet voldoet aan zijn verwachtingen
en omdat niet voldaan wordt aan alle op de verpakking vermelde specificaties
is hij niet tevreden over uw product. Om die reden is de tablet onlangs ter reparatie aangeboden en inmiddels ook weer terug ontvangen.
Uw reparatieafdeling meldt dat alles oké is en dat er dus niets gedaan
is/wordt.
Het argument van uw organisatie daarvoor is "alles functioneert binnen de
gestelde normen".
Deze normen zijn bij de aankoop niet door of namens uw organisatie kenbaar
gemaakt en ons dus ook onbekend.
Conclusie: De afwijkingen van de specificaties en van de verwachtingen die
wij in redelijkheid van uw tablet (prijs circa € 600) mocht hebben zijn
daarmee niet waar gemaakt.
Om misverstanden te voorkomen meldt ik u dat het om de volgende gebreken
van uw tablet handelt:
1. GPS werkt niet, zou dat volgens specificatie op originele verpakking wel
moeten doen.
2. Wifi functioneert onvoldoende.
3. Onder het beeldscherm zijn vijf stofdeeltjes zichtbaar, die bij sommige
gebruikstoepassingen het beeld verstoren.
4. Er zijn aan de zijkanten van het scherm een zestal zogenaamde light
bleeds zichtbaar waarvan de twee grootste een afmeting hebben van 3 x 1,5 cm
en 2 x 1 cm.
5. Bij het terug ontvangen van de laatste (niet uitgevoerde) bleek een
beschermdopje van de "docking poort" niet meer aanwezig te zijn.
Dit is voor ons niet acceptabel en wij stellen derhalve formeel dat u als
leverancier/fabrikant in gebreke gebleven bent.
Met name het niet oplossen van de gebreken genoemd onder de punten 3, 4 en 5
achten wij een ernstig in gebreke blijven.
Voordat wij overgaan tot vervolgstappen en de daaraan te stellen juridische
eisen bieden wij u twee weken de gelegenheid de punten 3, 4 en 5 alsnog te
herstellen dan wel een acceptabele oplossing te vinden.
Omwille van de juridische zuivere gang van zaken verzoeken wij u ons een
afschrift te zenden van de formele normen die gelden voor uw tablets als het
handelt over acceptabele light bleeds (aantal en afmetingen") en voor het
aantal acceptabele stofdeeltjes onder het scherm.
Daarnaast ontvang ik gaarne een schriftelijke verklaring uwerzijds waarin
met naam en toenaam aangeeft dat u van mening bent dat de onder de eerdere
punten 3 en 4 genoemde afwijken gerekend moeten worden tot afwijkingen die
als normaal gezien moeten worden voor nieuwe exemplaren van uw tablet. Ook
ontvang ik graag het adres waarnaar ik formeel en schriftelijk deze
ingebrekestelling dien te sturen.
hoogachtend,
....
<
Click to expand...
Click to collapse
English summary:
Here my farther tells ASUS that the product is not functioning like specified on the package and that ASUS has lacked to repair it because of it being within the "written norms". He puts up the argument that these norms are not specified by the company during sale (you won't find anything on lightbleed and dust in the warranty card) and that these norms are also not published by ASUS for consumer insight. What follows is a list of all the problems and that because no norms are published or made known by ASUS we said they "failed" (don't know the right translation in English) as the supplier/manufacturer to repair the tablet and hold them accountable.
The last part of the e-mail says basically that, before we try to fight this thing by consumer law (some sort of class action lawsuit), we give them 14 days to fix the tablet's lightbleed and dust problems and return the docking protector or give us another possible solution. We also demanded a copy of their "official norms" on these problems (especially the lightbleed) and a signed statement that they think these problems are acceptable for a new tablet and within specifications. This for the sake and advancement for possible legal actions. Last but not least we asked for and adress to send a official complaint.
His reply:
Geachte heer/mevrouw,
U kunt een klachtenbrief sturen naar het volgende adres:
Asus Holland bv
Nieuw amsterdamse straat 44
7814 VA Emmen
t.a.v. klachten afhandeling
Met vriendelijke groet,
mod edit names removed...
Callagent lvl 2 CCC BeNeLux
ASUS Holland BV
Registreer uw product
T:
+31 (0) 591 570290
Chat met online hulp
E:
mod edit
Click to expand...
Click to collapse
English:
He only gives the address for complaints.
So in conclusion, ASUS's customer support really blows balls and we did mean what we said in our second e-mail. We will send them a official complaint letter and if that is not dealt with properly we will investigate into legal ways. Not only because of the problems, but also because of the fact that they have MY protector for the docking port (the black "clip) and refuse to return it which is just plain theft.
It is also time for me to get some pictures up on their Facebook page
MOD NOTES: Post Edited Names Removed as per XDA rules. In addition to the foul language.

---

that sucks, mine looks 100x better. I only have lightbleed if i squeeze the screen

---

Your light bleeding is much more severe than what I have on mine...though the people that are disassembling the prime are having high rates of success on reducing the bleeding. You may want to do that if you feel like you're stuck with it.

---

Wow, that is bad. No, this really isn't how a €599 product should be. I also had a Prime with bad light bleeding, but this is much worse (I had mine returned to the store and got my money back). Why didn't you return it it directly to the store in the first place?

---

As I told another member here on xda-devs ~ if you want this sorted and you have tried all the usual channels then go straight to Asus Facebook and post your grievances there.
Make sure you get all the facts ABSOLUTELY ACCURATE and has difficult as it may be you MUST be polite... You don't want to give them an excuse to remove your post.
Basically what you are doing is highlighting the issue to the many who read Facebook. Asus won't like bad publicity and you should see them act upon it.
The last time I gave this advice Asus sent out a replacement without question.

---

OP, THaT IS horrible light bleed n one of the worse I've seen up here. In no way should you accept that. I'd say exchange it immediately. Especially if you in return period. The longer you wait. Harder it will be. No software update will fix that. Screws probably tightened too hard down on the screen. Replace ASAP...

---

IMHO the best time to buy one of these things from any company, is 2-6 months after release, unless you do want to deal with stuff like this.
If it wasn't for circumstances, I'd have passed on the Prime altogether until the 3rd or 4th generation was released.
Sent from my Transformer Prime TF201 using Tapatalk

---

Beards said:
As I told another member here on xda-devs ~ if you want this sorted and you have tried all the usual channels then go straight to Asus Facebook and post your grievances there.
Make sure you get all the facts ABSOLUTELY ACCURATE and has difficult as it may be you MUST be polite... You don't want to give them an excuse to remove your post.
Basically what you are doing is highlighting the issue to the many who read Facebook. Asus won't like bad publicity and you should see them act upon it.
The last time I gave this advice Asus sent out a replacement without question.
Click to expand...
Click to collapse
Yes I can try again but I'm a little hesistant as I did this already one or two times when I have the normal Transformer. It was after I posted it on facebook that they offered a refund... So I don't know if they will help me again or think "there is that guy again".

---

JoeyLe said:
Wow, that is bad. No, this really isn't how a €599 product should be. I also had a Prime with bad light bleeding, but this is much worse (I had mine returned to the store and got my money back). Why didn't you return it it directly to the store in the first place?
Click to expand...
Click to collapse
Because Paradigit first sends it in for repair and they told me that it would be faster by sending it directly to ASUS than have them do it. So if the store also gets it back as "ok" I don't think they will replace or refund...

---

flight777 said:
Yes I can try again but I'm a little hesistant as I did this already one or two times when I have the normal Transformer. It was after I posted it on facebook that they offered a refund... So I don't know if they will help me again or think "there is that guy again".
Click to expand...
Click to collapse
Go for it anyways. You have more than enough proof. But do like Beards say and do it in a polite n civil manner. If you blast their page sounding nasty they will probably just ignore you then.

---

That is pretty bad. My 1st one from gamestop 1st batch had bad upper right corner light bleed which I returned. 2nd one was bestbuy no light bleed but returned after it screwed up something after ICS. My 3rd has very minor light bleed that I cant really tell unless I'm in complete darkness and only during boot up where it shows the eepad logo. I don't notice it at all any other times. I think you need to send it back and also complain about wifi breaking when using bluetooth. I've seen a member here get a new one as replacement after sending it to Asus.
I don't know how they tested your unit but doesnt sound like they tested it correctly. They should be able to see that right away during boot up.

---

flight777 said:
Because Paradigit first sends it in for repair and they told me that it would be faster by sending it directly to ASUS than have them do it. So if the store also gets it back as "ok" I don't think they will replace or refund...
Click to expand...
Click to collapse
If the final result ends up being you can't get a replacement or refund, then just check out the ligjtbleed fix thread. Last resort if left no other choice. Most who have tried it fixed their lightbleed. It will involve opening up prime, which is fairly easy, and loosening up screws then tightening them again. Then close prime up and no one could ever tell it was opened so it won't void warranty as there's no proof of tampering if you follow the guide and video. Most lightbleeds occur from screws being screwed too tight on screen or pinching somewhere inside. Others have fixed theirs through the guide.

---

flight777 said:
Yes I can try again but I'm a little hesistant as I did this already one or two times when I have the normal Transformer. It was after I posted it on facebook that they offered a refund... So I don't know if they will help me again or think "there is that guy again".
Click to expand...
Click to collapse
Doesn't matter to them how many times you have been to their Facebook page in the past. What they are more interested in is what is being posted NOW.
Asus will not like to see ANY mention of them performing poorly to a customer. It simply sends out the wrong message to others, especially if they do nothing about it.
It happens all the time in business..... you clear it up quick.

---

When I see people complain about light bleed I had no idea it could be like that.

---

That is absolutely awful! You know what? You are not the first person with this experience. Someone else posted that they had issues, sent it to Asus, they said they "Couldn't reproduce the problem" and simply returned it without fixing a thing.
I would hope that maybe Gary Key could contact you, I would PM here on these forums. He appears to be the only person at Asus getting anything done.
People can defend Asus all they want, but this is ridiculous. Just like my experience. You tell them the problem, you explain it to them, and they DO NOT FREAKING LISTEN TO US!
You told them there was Lightbleed and they say they couldn't find it? You have AWFUL lightbleed.
I told Asus I had the Serial Number Unknown, explained it in detail, then 18 DAYS LATER, they explain to me how to update my Prime OTA or manually!
I explained to them BEFORE THEY EVER RESPONDED that Manually updating on the website will not fix the Serial Number Unknown and that OTA Updates are impossible on Primes with Serial Number Unknown. What do they tell me? How to update manually and how to update OTA.
Right now, Asus Customer Service is a joke.
Did you have to pay to send them your tablet? If you paid via credit card for the shipping, I would challenge that charge.

---

Damm dude i feel your pain, I'd call and explain your not a beta tester. You should be rewarded with something after going though all that trouble.
Hope you get a good prime!

---

your luck just BLOWS dude ASUS is not for YOU lmaoo i got it and never got NOOO problems(knocks on wood) im loving it
flight777 said:
This is a warning for all people that are considering to buy a product from ASUS. Please pardon my tone is this post but I'm really really pissed atm. Also, don't be a blind fool/fanboy and say this is only a one out of ###### experience. Stores are refusing to sell the TF201 and ASUS's customer service is notorious to be, to say politely, "below average".
First of all:
I had the original Transformer as soon as it was released. However, because of bad backlight bleeding and stuck/deadpixels ASUS has replaced the screen 4 times and after that refunded me my money. The whole process (incl. the RMA's) took about 4 months. After I finally got my money back I decided to wait on the successor which turned out to be the TP.
So I bought the TF201 again as soon as it came out. However, I'm on my 4th unit now after returning three to the store because of backlight bleeding and all sorts of other issues. The first store refunded me the third time because they had too many complaints about the TF201. I then waited a week a bought a C1 batch TP at another store. Yet again, lots of backlight bleeding and some dust under the glass. So I decided to try a RMA this time and see if that helps. After UPS failed to pick it up for two days, the tablet finally arrived at the Czech repair center on the 30th of January. After 4 days on the status "repairing" it was shipped back on Friday and I received it today.
So, I first had a look to the repair report and it said: "Tested Ok/No troubles found". That already was making me furious, what have they done those 4 days and how bad is ASUS's policy that this is "ok"? So I booted up the tablet and yep there we have it...same old backlightbleed and some nice dust specs under the glass....****ing wonderfull! Furthermore, they factory resetted the tablet which I specifically asked (put a short letter in the package and also indicated it on the RMA form) not to do. The store I bought it from is also always sending it in for repair, so now I'm stuck with a ****ed up €600 tablet which has some nice lightbleeding and some nice specs of dust under the glass.
Do you guys have any advice what I can do? Ask for a manager at ASUS? I don't have a clue anymore and am extremely dissappointed.
Oh and plz judge for yourselves about the lightbleed, do you think this is acceptable?
Click to expand...
Click to collapse

---

LunaWizard said:
your luck just BLOWS dude ASUS is not for YOU lmaoo i got it and never got NOOO problems(knocks on wood) im loving it
Click to expand...
Click to collapse
Good for you, but you act like he is the only one. Their are many, many problems with back light bleeding on the original TF101, and it is exactly the same on the TF201. I don't get why Asus hasn't worked this out by now, it is really getting ridiculous. Apple had the same issue in the beginning with their iPad 2, and they immediately stopped their contract with LG (for some time?) and replaced all the bad iPad's with the ones with the good Samsung display.
Asus on the other hand just keeps proceeding with these crappy displays and even denies the problem is there. I mean, come on, everyone with a pair of working eyes can see the back light bleeding on this..
BTW: Funny how the idiotic fan boy rates this topic 1 star. Voted 5 stars for it biatch.

---

In my experience if you are looking for the "perfect" device, you arent going to find it. Maybe just be slightly less picky. Light bleed is only visible on black screens and when it comes down to it, it doesnt really hinder performance, its simply bothering you just because its there. I dont know man, I have been buying ASUS products for 20 years, I have found them to be top notch compared to their competitors. There really is no better option in my opinion. The tiny bit of light bleed I have on my prime is nothing compared to my ipads.
Sent from my Transformer Prime TF201

---

samg77 said:
I have been buying ASUS products for 20 years, I have found them to be top notch compared to their competitors. There really is no better option in my opinion.
Click to expand...
Click to collapse
Wow. Gary, is that you?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Anyway, OP, you should try to send it to Asus in TX. I know it's a pain in the ass and will cost you about $40 USD in shipping but at least your 600 Euro tablet will be repaired. If you call Asus in TX I'm guessing they have no idea you're in Europe unless the S/Ns are distinct by country. Give them an address for a hotel in NYC if they ask for a U.S. address. After the tablet's been received tell them you're on assignment in Europe for two months and your U.S. address is no longer valid. Once they receive it in TX fixing it and getting it back to you really becomes their problem. Even if they end up charging you return shipping at least your tablet will be livable.