Are you having prime nightmares? - Asus Eee Pad Transformer Prime

I started to post this on someone else post but I think (instead of hijacking) it needs its own.
My experience has been a nightmare. I purchased my tf201 on Jan 5th and waited until the 15 before I received it; not too bad. I had poor wifi and no GPS even after upgrading to ICS and applying the OTA update meant to fix said issues so I called Asus and got an RMA. I tools them I needed it back by Feb 10th so I could return it to the place of purchaseif it wasn't fixed properly. They told me turn around time would be 7 days (first lie) and there would be no problem meeting this timeline. I mailed it USPS priority and tracked the package; they received it on the 24th but by the 26th still hadn't updated the status so I called and they confirmed they had it, said turnaround time was 7 days and and I would receive an update shortly. By Feb 1st they updated the status but showed they received it on Jan 28th (what? Reaching should the 24th and customer support confirmed this? Also the 28 was Saturday;a noon business day..) I called back on Feb 5th because the status hadn't changed online and was told they hasn't looked at it yet and admitted there was an use with that, then they said turn around time was 10-14 days but sine w were in that window the 7 day lie didn't matter.. I told them to just mail it back while I can still return it fixed or not and they said they'd elevate the issue;I would hear from them within 24 to 48 hrs later. On the 7th (48hrs later) I still hadn't heard from them and called them back. They couldn't tell me why no one contacted me, still had my prime and offered to elevate my issue again (what does that do? It did nothing last time..) I asked to speak to a manager and they got one. She told me they had 10-14 days from the tune they started looking at it NOT the time the received it (seriously? WTF?) I asked her if that meant they could sit in it for 30 days and then still have two weeks? She replied that 30 days would be unusual. I told her to send my prime back because I only had until the 10th to return it and I was very frustrated at this point. She asked why I would want it back induced and I told her I didn't I just wanted to get my $500 back while I still could, she said she'd elevate the issue with urgency and two day shipping, I would hear something within 24 hrs. As of today Feb 11th (well past the 24hr timeline), I still haven't heard from Asus and have past my product return date. I had the product in hand for less than 5 days and had to pay shipping to my house and to Asus, Ive purchased accessories and Im pissed. I feel like Asus has purposefully held on to my prime to keep me from returning it; this is crazy. I've tried everything I can think of and need help but what can I do? I tried sending a PM to Gary Keys but he was in Japan and never responded (i'm also a long time reader and first time poster here on XDA which may be why he hesitated to respond).. Thanks again
what's your nightmare?
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jbarboni said:
I feel like Asus has purposefully held on to my prime to keep me from returning it
Click to expand...
Click to collapse
I don't think that's true. From the number of RMAs being reported they're probably just overwhelmed. There have also been reports of delays because of parts shortages.
Do we even know if the TX facility is "Asus" or is it sub-contracted to a third-party? Yours is the third case of devices being logged-in well after they've been received. Repair centers are kind of like contact centers. "Time to repair" is one of the metrics they measure. So logging it in later than its received improves that metric.

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I actually do have nightmares about my Prime. They pretty much appear as me flushing $500 down the toilet. A very dirty toilet that hasn't been flushed / cleaned in weeks.
Then again, I also have the good dreams where the Prime is letting me force my friend to watch the Matrix on her 60" LED TV in her living room.

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I don't have time to write a book right now but its been a nightmare for me too Gary posted in one of my threads saying Asus will give me a refund but ill believe it when I see it..... Good luck bro

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Traditionally, I have almost always had bad experiences when dealing with RMAs. Thankfully I haven't had to send my Prime in for anything, but after hearing some of these stories I probably won't send mine in unless something major is wrong with it. (i currently have a tiny bit of light bleed on the right side of the screen, but it isn't enough to get me worked up about)
The only positive RMA experience I have ever had was with a wireless logitech keyboard that I was having charging problems with. I called logitech, explained the problem and they sent me a brand new one with expedited shipping. I simply had to return the one i was having problems with in the box that the new one came in. Logitech then inspects the keyboard that you send back to ensure the problem was not caused by misuse (water damage, accidental damage, etc.) If they do find something that was obviously caused by misuse (aka, you were trying to screw them) then they charge your credit card for the cost of a new keyboard. As a consumer I really appreciate this type of RMA as I was never without the keyboard. It would be nice if ASUS was doing something like this, but i suppose with the limited availability of the Prime to begin with, they don't want to send you a replacement Prime up front that they could have otherwise put on a store shelf and sold.
Edit:
Also, if I were in your shoes I would not have sent it in for RMA if you were still within your return window. I would have held on to it a little longer to see if the problems you were having are really that big of a deal. If the problems were that bothersome then you could have returned it to where ever you bought it for a full refund or exchanged it. It sounds like you did not have the Prime very long before you shipped it off to them to fix.

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The more I think about it the more I think I should have just returned it. The wifi issue mattered to me because at distances grated than 15 feet from my router (wrt3800) I had no reception and I wanted GPS for apps like red box, urban spoon and shop savvy. What I can't believe its Asus would shop an item that fails in so many ways. AllI want is an item that works as advertised our my money back; is that too much to ask? My daughters 2 year old, $250 ViewSonic g tablet with flashback works better than this... If u could get the g tablet with a high Rez screen I would have never bought this hunk of junk.
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BarryH_GEG said:
I don't think that's true. From the number of RMAs being reported they're probably just overwhelmed. There have also been reports of delays because of parts shortages.
Click to expand...
Click to collapse
Even if they are just overwhelmed by RMAs, they should still be honest with their customers and regular updates by email or telephone if it takes longer then they promised. It's their own fault that this product has so many RMAs. it's obviously NOT READY to be release and they rushed it trying to be the 1st.
It was a big mistake by the OP for returning a product for repair when it's still within the return period to the place of purchase. Let the retailers deal with Asus and maybe then it'll put a dent in their profit. Money speaks louder. After hearing all these RMA horror stories, Asus services are not to be trusted and should be used as last resort. I would complain to their headquarters and send emails to the board members until someone takes notice. I have already returned my 1st Prime for reasons everyone are aware of. I'm waiting for either Samsung's version of the Quadcore or (don't hate me) Apple iPad 3.

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sirnice is right, I should have never given Asus the chance to screw me w with this rma situation. Best buy would have taken the unit back easily enough.. My problem is I've bought Asus motherboards since the amd XP processor came out and have always loved Asus; I truly expected more...
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Here's an update: pmed Gary Key again, this time he responded quickly. He had been our of the country and missed my first message. Asus sent me a brand new tablet and it works flawlessly. I an able to see 12 says in my house and lock onto 10.I couldn't be happier with the final results. I went from the bk to the c1 sn..
Thank you Garry!
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>Prime arrived.
>Ecstatic.
>Opened box, prime cracked in half.
>Shat brix.
>Rage of a thousand suns.
>Woke up and checked my prime, all perfect and functionng.
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