Hello everybody,
I wanted to ask if anybody has had success in giving their german Prime back to the vendor or to ASUS for a full refund?
I'm quite sick of waiting for updates when this product is actually supposed to work right from the start.
What are you asking? Is there a difference between refunding a German device compared to other countries.
If you have a return window still open, there should not be any problem.
Yes, it is uncommon for german companies to issue refunds without having the ability to try to repair the device three times. So if you want to get your money back you'd first have to RMA it three times, which is ridiculous.
German law grants you a period of 14 days from purchase no matter at which german vendor you bought your device to return it free of charge and no-questions-asked. That period has long expired for my Prime unfortunately.
Advertised they GPS on your box or on the Site/Shop?
If yes then you can use this as a reason for a refund. Asus said that they will not repair GPS.
I ordered via amazon.de and returned it within the 30day window. I just checked my mails and received full refund.
epology said:
Yes, it is uncommon for german companies to issue refunds without having the ability to try to repair the device three times. So if you want to get your money back you'd first have to RMA it three times, which is ridiculous.
German law grants you a period of 14 days from purchase no matter at which german vendor you bought your device to return it free of charge and no-questions-asked. That period has long expired for my Prime unfortunately.
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This is maybe if you have issues, they try to repair, same here in DK.
BUT, as another person wrote, GPS "issue" can open a window for you for refund.
Related
So, what are the chances of Asus Global or USA offering that same program for North America region? It started in Taiwan, and in UK (although only the 6 month warranty).. but when will we see that "program" in North American region?
It's been over a month since the release of Prime & we can only speculate or assume that same deal will arrive stateside. However, I prefer to see Asus actually make an official statement.....
I really can't figure out why they are "delaying" (if they are) such announcement... Doesn't it get much more complicated as time goes on...... such as classifying the term of Prime owners who are eligible and etc (due to retail vendors still listing GPS in spec list)?
We won't see it in the U.S., too many primes out on the market and they will continue to release them. I surmise that the only reason why they offered refunds were because of a nasty batch that was sent to the Europeans (and Britons). Plus that batch was small, so the # of returns would be small and insignificant.
ASUS didn't offer a refund in the UK. They offered a six month warranty extension, and then merely suggested that anyone who's unhappy with GPS on the Prime return it to their retailers under UK's standard return rules. They DID NOT offer a direct refund to Prime owners beyond what they're allowed by law.
I don't know if Taiwan is any different. Whether they'll do that here most likely depends entirely on what their lawyers tell them about the likelihood and cost of a successful class action suit.
Why do people keep thinking that the refund is anything special? All they said was that you can return it to the shop you bought it at for a full refund, something you can do by law in the UK anyway.
Moothead2 said:
Why do people keep thinking that the refund is anything special? All they said was that you can return it to the shop you bought it at for a full refund, something you can do by law in the UK anyway.
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Yeah, what I said...
Man, I'm still hoping for 6 month extended warranty & full refund by ASUS program to start soon here in stateside.
Or is this starting to be more and more... a wishful thinking?
You will never get an extended refund window. Maybe an extended warranty though unless the problems can mostly be fixed in software updates. Any hardware issues should have been returned to the store in the normal return period.
There are quite a few people that had to send to repair as the Seller did not want to offer a refund. (Example TigerDirect and GameStop) Therefore you need to send to repair and that kills your 30 days exchange as well. They said can't get an exchange cause guess what? it is fixable! Mine is at RMA since Jan 11th in the system. Waiting for parts...
Evo_Shift said:
You will never get an extended refund window. Maybe an extended warranty though unless the problems can mostly be fixed in software updates. Any hardware issues should have been returned to the store in the normal return period.
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Asus Taiwan offered such deal.. (although, i don'tk now the exact detail) after a month of Prime release.
But yea, I'm starting to think extended refund window is starting to be more and more wishful thinking on my part (Gamestop.. Office Depot have crappy return policy).
But Asus announcement on GPS & metal backplate was made 1 or 2 days before 14 day return grace period (such as Best Buy).... nor did Asus give adequate time to actually return the device (except for those who follow their facebook page religiously). Thus.. why.. I'm.. still hopeful.. granted, it seems hopeless
Hey XDA friends
(i posted this on reddit an hour ago, but i think it will be read by more people here)
I have to let some steam off today...
TL;DR: worst customer support i have ever experienced!
Long story:
23.11.2011 ordered my prime via amazon 16.01.2012 received my wonderful Prime
in the first week the scratch resistant gorilla glass started to come off the bezel and lcd, on the top of the tablet. clearly being a manufacturing issue because the "glue-strip" holding it together was displaced on the top and on the side.
1.Feb: Contacting Amazon, they propose to send it directly to asus for faster repairing 1.Feb: ordering Asus Pick-up service 2.Feb: UPS fetches the package
so far so good. now the fun part starts:
7.Feb: checking online for repair-status. It sais: "Waiting for customer reply OOW-CID" (i had not received any mail or call) I called ASUS asking whats happening. They told me that i should have received a mail from the technician with an estimation of the costs. And it will be best to talk to him for any details regarding warranty issues. He will tell the technician to contact me again.
8.Feb.: writing an email to Asus customer support, explaining the issue and why it is not OOW CID (out of warranty, customer induced damage)
9.Feb: Support writes back: there will be an investigation, and in a few days they will make the desicion.
10.Feb.: i get a mail from the technician with the estimate of costs (95€ if i do nothing and have it sent back to me, 260€ to change the lcd) it was obvious the technician had not yet received the investigation mails from customer support
15.Feb: i send a copy of all my support mails to the technician explaining what is happening.
20.Feb: again mail to customer support that this is unacceptable and i will contact the Consumer Protection Board.
20.Feb: he answers: he hasn't heard back yet, and asks for more time.
23.Feb: 2 registered Letters (Amazon, Asus) telling them that they have 2 weeks for a satisfactory statement regarding this issue, until then the Consumer Protection Board will be informed.
29.Feb: Support supervisor writes to me that my Prime will be repaired free of charge. (warranty) the repair info site tells me "final testing"
2.Mar: the repair info site tells me: waiting for customer reply OOW-CID i write mail to the support supervisor.
2.Mar: he tells me i have to do nothing, they are waiting for a replacement part.
11.Mar: i mail him again asking for an update and if there is an estimate when i can get my tablet back. And that if they can't tell me when, maybe they shoult think about replacing the whole prime and send me a replacement.
It seems that the Transformer 700 series are out solving all Prime issues at the same Price. And i invested in a highend tablet in November not beeing able to no even touch it for more than one week!
Its now the 15.Mar. with no email or phone contact. WTF i just want to live in peace!
Maybe i can post this somewhere else where it has more impact ^
P.S.: If Asus reads this, please don't hesitate to contact me...
My only question would be, why did you send it off for repair in the first week of ownership as opposed to getting a replacement or refund?
At first i was contacting amazon.
They told me that they can't guarantee me a replacement item in the next months due to empty stocks etc. And suggested to send it in to Asus directly....
thats why
I received my Prime around the same time from Amazon. Had I needed service on it I probably still would've sent it back to them for a replacement, since they had more in stock and ready for shipping by the end of Jan.
It's all moot now...hope it comes back to you soon and properly working.
I will remember to opt for a slightly longer wait and full replacement / refund as opposed to "repairing" it. I'm often impatient with such things, so would have done the same you did and been even more screwed.
Its pathetic, you have purchased a device you can't use and its not your fault - its Asus' fault.
Hope you get it all sorted soon! I would be dieing waiting to get my tab back.
Sent from my 7 Mozart T8698 using XDA Windows Phone 7 App
PM Gary Key a link to this thread.
IMO this is categorically unacceptable. If this were MY employees fouling up my company's reputation like this someone would get a 1 month vacation w/o pay just as fast as I could find out who's responsible for this charlie foxtrot.
Unreal. One horror story after another. This whole thing has been a mess from the start. (not your situation, but everything involving the TP) I don't think I will be buying another ASUS product. Certainly not within the first 6 months of release...
Thanks for all the kind words!
I PMed Gary and i will post the updates
newellj79 said:
Unreal. One horror story after another. This whole thing has been a mess from the start. (not your situation, but everything involving the TP) I don't think I will be buying another ASUS product. Certainly not within the first 6 months of release...
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Same here! It's horrible the product was so rushed its not funny I really hope a few people got fired because of choices they made to push this product.
Sent from my PG86100 using Tapatalk
While no company gets it right 100% of the time, we are seeing some re-occuring themes in both the inconsistency of getting accurate information and the time taken to do actual repairs. You do tend to learn most about a company when something goes wrong. It seems pretty clear that the experience with Asus is pretty variable. It also seems to vary significantly from country to country. When I got my transformer repaired last year (for a faulty right speaker) I did have a pretty positive experience other than a minor lack of communication whereby Asus didn't pass on the delivery address to the courier company when they came to pick up the tablet (which delayed things by a day). The OP certainly hasn't been treated in a way that is consistent with their brand promise for 'persistent perfection'. They can't turn the clock back, but they can show they're learning. Many of the quality control issues that affected the original transformer was repeated with the Prime. So they better get it right with the future Pad 300, PadFone and Infinity models
However, regarding the transformer 700 (Transformer Pad Infinity). We've only seen the prototype that was shown off at CES, so we only know what is supposed to be fixed. Certainly, I can imagine in light of the issues with weak/more directional wi-fi and the ability of GPS that Asus would given these a lot more scrutiny. But who's to say at this point what issues (quality control related or otherwise) that the Infinity model is going to have. According to Asus on their UK facebook page, it won't be out until June at the earliest. Realistically, based on the availability of the original transformer and now the Prime that probably means July/August for actual physical stock. Also, based on what we know at this point, it won't be the same price as the Prime; there's $100 premium.
Robert
Dont they only have 30 days to repair otherwise they HAVE to send a new one? I think it is part of their warranty.
OP: Out of curiosity... you didn't happen to send the unit in for repair in their Jeffersonville, IN facility did you?
I've had a few 'experiences' with that facility, and my suggestion to most people, is if they tell you to ship it to that facility, demand it be shipped to another. (keep escalating it if need be) The other repair facilities I've encountered zero problems in... Jeffersonville, on the other hand, seem to hire the Geek Squad rejects.
Upside is that from what I've gathered, Jeffersonville seems to be a 3rd party repair facility for ASUS... so while I blame them for keeping them employed, I don't blame ASUS's techs.
@ Shadowlore
OP: Out of curiosity... you didn't happen to send the unit in for repair in their Jeffersonville, IN facility did you?
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Nope, currently it's in the Czech Republic, Europe.
@06g35meister
Dont they only have 30 days to repair otherwise they HAVE to send a new one? I think it is part of their warranty.
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is this for real?? i don't think so otherwise i would have got one already. (if it works automatically)
I have some questions to anyone who has returned their tablet to ASUS for a refund.
1. When did you get a refund?
2. Why did you refund/What did Asus say?
3. Who organized your refund?
I have swapped out my Prime 3 times with Asus, and on my fourth and last swap, I received a tablet with dead pixels and EXTREME light bleed. It seems to me that Asus is using extremely low quality displays in this tablet.
So, I initiated a refund, and haven't heard anything since I gave my information.
Wonder how long it takes to hear back about sending the prime in? My prime and dock are sitting with me in their boxes, but I haven't heard anything about shipping it back?
Thanks!
I should think that, being on your 4th prime, they should respond - and refund - immediately and with no questions asked.
Sent from my Transformer Prime TF201 using Tapatalk 2
Four Primes?! Why did you even bother?
almightywhacko said:
Four Primes?! Why did you even bother?
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Haha i wanted the prime so bad. But I'm not paying 650 for it unless its perfect, so I tried and tried. Believe me I'm at the very end of my limit with this tablet.
I got a refund check a few days ago. My HDMI port stopped working, my dock wasn't assembled right and clicked a bit when you held it, and I had the standard GPS and WiFi issues. I had initially emailed ASUS's "escalation mailbox" and didn't get a reply for a long time so I PM'd Gary Key (the ASUS rep on this forum). He put me in touch with Hai Trat who offered me the refund that I'd requested. I emailed him copies of my receipt and within a few days I was told to send the tablet to their Fremont CA office with a prepaid Fedex label. I was issued an RMA number but it never worked with the RMA status checking site. Hai said I could contact him for status updates, and he was always very responsive. I sent it in on March 29 and got my check April 16. Compared to some people's refund experiences on here, it seems like mine went unusually smoothly...
Mine also went pretty well. I sent in my Prime and it sat in RMA for over a month. I contacted Asus and told them I was expecting more of a 14 day turn around. He told me he would get back to me (yeah right... right?).
The next day (Friday) I got an email stating that they were having a parts supply issue and would refund me. On Monday I received a call after I didn't reply asking if I had got the message and considered the offer. He talked me through different options and scenarios and I told him that I would think about it and get back with him soon.
A couple days later a Prime became available on Amazon so I took it and immediately started my refund procedure with Asus. I sent everything back and I waited a week after it arrived at there facility to call (mostly because I was busy). I received a prompt reply that the check was in the mail.
Unfortunately, Asus shipped many of the first batches to smaller retailers with explicit 'no refund' policies. In fact, my retailer had me sign a waver to that effect. I originally brought it back because of the GPS problem before finding out how common the problem was and they basically said I could send it back to Asus but that could take months... or they could swap it with the next available unit - which, it turned out, ALSO took over a month.
By then I realised the swapping it wouldn't fix the GPS problem so I cancelled the repair request.
Fortunately - GPS aside, it's been working well (knock wood).
TheWerewolf said:
Unfortunately, Asus shipped many of the first batches to smaller retailers with explicit 'no refund' policies. In fact, my retailer had me sign a waver to that effect. I originally brought it back because of the GPS problem before finding out how common the problem was and they basically said I could send it back to Asus but that could take months... or they could swap it with the next available unit - which, it turned out, ALSO took over a month.
By then I realised the swapping it wouldn't fix the GPS problem so I cancelled the repair request.
Fortunately - GPS aside, it's been working well (knock wood).
Click to expand...
Click to collapse
I am refunding it through Asus, not a retailer.
I got my TF201 (grey 64 gb model) in January and have been struggling with multiple issues since i received it. I recently got the GPS dongle at the end of September which made the GPS reception better but i was still having other issues (especially with intermittent screen flicker).
I contacted everyone i could think of involved with the purchase:
* The manufacturer; Asus - they wanted me to send it in for warranty repair and I would pay for shipping...
* The vendor i bought it from; Expansys - they offered an RMA for repair, but warned it would take 6-8 weeks and i would pay for shipping...
* The aftermarket warranty company; SquareTrade; they gave me a free label to print and ship it to them and said i would have it back within 5 days.
So I sent my TF201 (grey 64gb model) to Square Trade for repair... i reported the following issues to them:
1) Screen flicker
2) Poor WiFi reception
3) Poor GPS reception
4) Poor Bluetooth reception
They had it for 5 business days before notifying me that they were going to fix it; they updated the claim right as they closed for the day.
I called them on the 6th business day and explained they had it for more then 5 days, the rep confirmed this was true and they refunded me the 79.99 i paid for the warranty since they did not have it back to me within the 5 day period. They also said it would take another 7 to 10 days for parts to arrive before they can fix it and ship it back to me
So at this point i had a free warranty on the device.... cool, but i still had to wait for the repaired item.
On the 8th business day i brought out the big guns and let my wife call them to get another update. At that time she explained to the SquareTrade rep that this was ridiculous and that we needed it back sooner as i was going out of town and my wife needed the device while i was gone.
The rep understood that refunding the cost of the device (599) would allow us to purchase a replacement sooner then waiting for them to send the repaired item back; so the rep authorized the reimbursement of the full $599
So i got my $599 plus the $79.99 back.... I love SquareTrade!
Now if only i could find a buyer for the dock/keyboard and GPS dongle...
klownkillah said:
I got my TF201 (grey 64 gb model) in January and have been struggling with multiple issues since i received it. I recently got the GPS dongle at the end of September which made the GPS reception better but i was still having other issues (especially with intermittent screen flicker).
I contacted everyone i could think of involved with the purchase:
* The manufacturer; Asus - they wanted me to send it in for warranty repair and I would pay for shipping...
* The vendor i bought it from; Expansys - they offered an RMA for repair, but warned it would take 6-8 weeks and i would pay for shipping...
* The aftermarket warranty company; SquareTrade; they gave me a free label to print and ship it to them and said i would have it back within 5 days.
So I sent my TF201 (grey 64gb model) to Square Trade for repair... i reported the following issues to them:
1) Screen flicker
2) Poor WiFi reception
3) Poor GPS reception
4) Poor Bluetooth reception
They had it for 5 business days before notifying me that they were going to fix it; they updated the claim right as they closed for the day.
I called them on the 6th business day and explained they had it for more then 5 days, the rep confirmed this was true and they refunded me the 79.99 i paid for the warranty since they did not have it back to me within the 5 day period. They also said it would take another 7 to 10 days for parts to arrive before they can fix it and ship it back to me
So at this point i had a free warranty on the device.... cool, but i still had to wait for the repaired item.
On the 8th business day i brought out the big guns and let my wife call them to get another update. At that time she explained to the SquareTrade rep that this was ridiculous and that we needed it back sooner as i was going out of town and my wife needed the device while i was gone.
The rep understood that refunding the cost of the device (599) would allow us to purchase a replacement sooner then waiting for them to send the repaired item back; so the rep authorized the reimbursement of the full $599
So i got my $599 plus the $79.99 back.... I love SquareTrade!
Now if only i could find a buyer for the dock/keyboard and GPS dongle...
Click to expand...
Click to collapse
Just curious how much you asking for the dock?
Sent from my SGH-T959V using xda premium
gregcapps said:
Just curious how much you asking for the dock?
Sent from my SGH-T959V using xda premium
Click to expand...
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Same pmed ya soon as ya posted lol
msfguard said:
Same pmed ya soon as ya posted lol
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LOL! sorry guys, I was little thrown off - my intent of posting was to share my experience with SquareTrade... I was not trying to solicit buyers for the dock. I suppose that is a bonus to posting the story though. I responded to the both of you via PM with a preference on the first received inquiry.
Thats awesome. When did you get your squaretrade warranty?
I have always had good experiences with square trade. I tried to get their warranty for my prime, but i bought mine on craigslist and they wouldnt let me. Owell. So are you gonna get another asus product with the refund money?
I got the square trade warranty the day after I purchased the prime; prior to its delivery.
This was my first and only experience with square trade.
I did already buy a Nexus 7 which is an Asus product but I don't think I will be getting another Transformer. Ironically I have been experiencing screen flicker with the Nexus 7 also.
Sent from my SGH-I897 using xda app-developers app
Thank you for this. I bought a 2 yr squaretrade warranty and I'm going to exercise that soon....as soon as I get my Prime back from Asus
I've been holding off using my squaretrade warranty in hopes that Gamestop will do an exchange for the Infinity and while I wait for something better that's not an Asus POS to come out. I figure if I have to go through squaretrade because of Asus's lack of support, then I will never buy another Asus product again.
Not so lucky with SquareTrade...
Similar issue to OP, but didn't get nearly the same results.
My Prime arrived at their repair center yesterday. Got an e-mail today saying it was fixed, and was on its way back to me.
I called to ask what was repaired. They said the technician noted that they had reloaded the latest update and reset to factory defaults.... Ummmmm.... I did that before I ever shipped it to them!
So, no fix, and headed back here... I really wish I could get GameStop to replace/refund this thing or ASUS to refund... Both of those avenues seem to be a dead end...
Keebler1175 said:
They said the technician noted that they had reloaded the latest update and reset to factory defaults....
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Click to collapse
I think you are lucky then - if that is all they did then nothing should have been deducted from the total value of your warranty!
So when you get your prime back and the issue continues, call them back and be prepared to send it in again.
I would also politely request better attention to detail from their technicians and explain that you have already been without the prime for x many days so you would really appreciate a swift resolution.
I'll let you all know my experience as my tablet has been sent off. I explained that it was already sent to Asus and some repairs have been done but still poor wifi issues.
I sent my Prime to Squaretrade for repairs as the HDMI port on the prime was bad, it took them less than two days to get them back to me after they received it. Well I was all happy until I decided to match the serial numbers and guess what, they don't match. My prime is a 32gb and the one they sent is a 64gb, not complaining, double the storage. But the HDMI on this one doesnt work either. I tried 3 different tv sets and different cables and nothing. It used to work before on my 32gb but the port felt loose. So I call them and they are trying to figure what happened with the repair center, should I claim them the full price and switch to an Infinity or Nexus 10?
klownkillah said:
I got my TF201 (grey 64 gb model) in January and have been struggling with multiple issues since i received it. I recently got the GPS dongle at the end of September which made the GPS reception better but i was still having other issues (especially with intermittent screen flicker).
I contacted everyone i could think of involved with the purchase:
* The manufacturer; Asus - they wanted me to send it in for warranty repair and I would pay for shipping...
* The vendor i bought it from; Expansys - they offered an RMA for repair, but warned it would take 6-8 weeks and i would pay for shipping...
* The aftermarket warranty company; SquareTrade; they gave me a free label to print and ship it to them and said i would have it back within 5 days.
So I sent my TF201 (grey 64gb model) to Square Trade for repair... i reported the following issues to them:
1) Screen flicker
2) Poor WiFi reception
3) Poor GPS reception
4) Poor Bluetooth reception
They had it for 5 business days before notifying me that they were going to fix it; they updated the claim right as they closed for the day.
I called them on the 6th business day and explained they had it for more then 5 days, the rep confirmed this was true and they refunded me the 79.99 i paid for the warranty since they did not have it back to me within the 5 day period. They also said it would take another 7 to 10 days for parts to arrive before they can fix it and ship it back to me
So at this point i had a free warranty on the device.... cool, but i still had to wait for the repaired item.
On the 8th business day i brought out the big guns and let my wife call them to get another update. At that time she explained to the SquareTrade rep that this was ridiculous and that we needed it back sooner as i was going out of town and my wife needed the device while i was gone.
The rep understood that refunding the cost of the device (599) would allow us to purchase a replacement sooner then waiting for them to send the repaired item back; so the rep authorized the reimbursement of the full $599
So i got my $599 plus the $79.99 back.... I love SquareTrade!
Now if only i could find a buyer for the dock/keyboard and GPS dongle...
Click to expand...
Click to collapse
ganyapr said:
I sent my Prime to Squaretrade for repairs as the HDMI port on the prime was bad, it took them less than two days to get them back to me after they received it. Well I was all happy until I decided to match the serial numbers and guess what, they don't match. My prime is a 32gb and the one they sent is a 64gb, not complaining, double the storage. But the HDMI on this one doesnt work either. I tried 3 different tv sets and different cables and nothing. It used to work before on my 32gb but the port felt loose. So I call them and they are trying to figure what happened with the repair center, should I claim them the full price and switch to an Infinity or Nexus 10?
Click to expand...
Click to collapse
So what happened with this? Did you get your original tablet back repaired, or did you get the original cost of the tablet reimbursed to you from SquareTrade?
I also sent you a PM.
klownkillah, I sent you a PM too.
I was also curious what happened with @ganyapr's prime - it certainly is an interesting situation.
@unknown_owner - i replied to your pm; it wasn't my prime.
Sorry for not updating. Well, it turned out that the technician mixed back covers and sent me the wrong unit. I had to send it back and squaretrade refunded me the money for warranty. I have to wait until next Monday to know what happend to my original prime since they cant find it now. If they cant find it they will give me the 64gb version instead of the 32gb I had or refund me the full price of the tablet. I'll let you know guys next week of what happens.
Should I just ask the for the refund and move on?
ganyapr said:
Sorry for not updating. Well, it turned out that the technician mixed back covers and sent me the wrong unit. I had to send it back and squaretrade refunded me the money for warranty. I have to wait until next Monday to know what happend to my original prime since they cant find it now. If they cant find it they will give me the 64gb version instead of the 32gb I had or refund me the full price of the tablet. I'll let you know guys next week of what happens.
Should I just ask the for the refund and move on?
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Click to collapse
wow - I expected squaretrade and their repair facility to be more on top of things.... if it were me i would say something like:
'this is ridiculous! you guys don't even know what happened to, or where, my original prime is! at this point i have already been without the device for X many days! please refund the full amount of the device; this will obviously be the quickest and most expedient way for me to get back to using the device'
If that works then you could either buy it again or purchase a different model that is not plagued by the issues the prime had.
An update
So the repair center called me and they did replaced the mainboard and Squaretrade updated the serial number. My original was a 32gb and the replacement is a 64gb so I will stay with it instead of asking for full refund, the only issue I had was the hdmi port. Lets see how the wifi is on this unit as I didn't had an issue with my original.
ganyapr said:
An update
So the repair center called me and they did replaced the mainboard and Squaretrade updated the serial number. My original was a 32gb and the replacement is a 64gb so I will stay with it instead of asking for full refund, the only issue I had was the hdmi port. Lets see how the wifi is on this unit as I didn't had an issue with my original.
Click to expand...
Click to collapse
You got a free upgrade and all parties involved are OK with it. Sweet!
Can your tablet be unlocked and still get repaired under square trade warranty?
Sent from my HTC Aria using xda premium
The Lumia 920, which I bought at Microsoft store back in February of this year, stopped charging via wireless. I took it to the Microsoft store to see what can be done (expecting Apple like treatment) and the store manager gave me 2 options:
1. To have the phone sent to Nokia for repairs - the warranty center will check the phone and let me know if the repair is within warranty.
2. Exchange the phone for a new one, but only if I buy a 2 years extended warranty for $99. He said he will wave the $50 replacement fee this time only.
I did go with option #2 and walked away with the new phone. The problem is that the new phone has a headphones jack issue - the sound only plays from the right headphone. I suspect if i take the phone back it will be exchanged for a new one outside of extended warranty.
So my question is: Did I make a mistake for buying the extended warranty? I have a feeling that this phone will be out of date (and possibly not supported by MSFT) before the 2 years extended warranty runs out. $99 is the 1/5 of the price of the new phone...
Thoughts?
You bought an extended warranty. That now covers the phone with the headphone issue. Your old phone no longer exist and everything is about the new one. That being said you should be able to get the new one fixed at no charge. I also think the MS store ripped you off. They should not be able to legally require you to buy an extended contract to get a phone replaced. Honestly I would fight this since we are dealing with a 600 USD phone here that should be replaced for free as long as it is with in warranty. Also does the extended warranty cover things like drops or water damage? If not then you wasted your money on the warranty. The AT&T extended warranty which cost an extra 9 bucks a month covers ANYTHING that can or could happen to phone rather accidental or on purpose for the length of the contract. I could drop it then back my car over it and they would replace it no questions asked.
Solarenemy68 said:
You bought an extended warranty. That now covers the phone with the headphone issue. Your old phone no longer exist and everything is about the new one. That being said you should be able to get the new one fixed at no charge. I also think the MS store ripped you off. They should not be able to legally require you to buy an extended contract to get a phone replaced. Honestly I would fight this since we are dealing with a 600 USD phone here that should be replaced for free as long as it is with in warranty. Also does the extended warranty cover things like drops or water damage? If not then you wasted your money on the warranty. The AT&T extended warranty which cost an extra 9 bucks a month covers ANYTHING that can or could happen to phone rather accidental or on purpose for the length of the contract. I could drop it then back my car over it and they would replace it no questions asked.
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That was the first option he was offered from the store. They do not have to replace the device on the spot, they are allowed to send it in for repair. At least, that's how our law in germany is, not sure about other countries.
Localhorst86 said:
That was the first option he was offered from the store. They do not have to replace the device on the spot, they are allowed to send it in for repair. At least, that's how our law in germany is, not sure about other countries.
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Unless Germany is just strange, there really is no law that dictates this. It is just what most have accepted as the norm and so the businesses use such policies becuase they can and no one knows better. As the paying customer you have a right to decide ho it is handled if it is under warranty. Typically you just ask then to give you a new phone on the spot and then they do whatever with the bad one. The usually will send it in for repair then sell it as a refurbished unit. Sometimes rather than a new phone they will offer you a refurb which many times is better becuase it has all the known issue of a new unit fixed.
Of course this all does not really matter now as what done is done but in the future, as a paying customer it helps to know your rights and not to let the business take you for a ride.
Solarenemy68 said:
Unless Germany is just strange, there really is no law that dictates this. It is just what most have accepted as the norm and so the businesses use such policies becuase they can and no one knows better. As the paying customer you have a right to decide ho it is handled if it is under warranty.
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This is definatelly not true for germany. In germany Law dictates that the customer has to allow the seller/manufacturer to fix a broken device or item 3 times in a reasonable ammount of time. Court orders have proven that this means a shop can send the item in for repair and is not forced to either give you a brand new phone or a "rental" unit. He can also offer you to nullify the sales contract and refund you (note: offer, not force). If the seller decides to replace the phone, he still is not forced to replace it on the spot but in a reasonable ammount of time it takes for a replacement unit to arrive. If the seller/manufacturer fails to deliver a fully working product after the third try (note that the law does not explicitly state "third try" or "three times" but again uses the wording "reasonable" - which courts have often ruled to be three or four times) you can demand he refunds you the full price of the item.
EDIT: I can also not believe that other countries, including the US, can by law force the seller to replace the item on the spot. It's simply not reasonable as it would require the seller to keep a sufficient stock of devices in storage he can effectively not sell to customers as they need to be held back for "replacements".
Localhorst86 said:
This is definatelly not true for germany. In germany Law dictates that the customer has to allow the seller/manufacturer to fix a broken device or item 3 times in a reasonable ammount of time. Court orders have proven that this means a shop can send the item in for repair and is not forced to either give you a brand new phone or a "rental" unit. He can also offer you to nullify the sales contract and refund you (note: offer, not force). If the seller decides to replace the phone, he still is not forced to replace it on the spot but in a reasonable ammount of time it takes for a replacement unit to arrive. If the seller/manufacturer fails to deliver a fully working product after the third try (note that the law does not explicitly state "third try" or "three times" but again uses the wording "reasonable" - which courts have often ruled to be three or four times) you can demand he refunds you the full price of the item.
EDIT: I can also not believe that other countries, including the US, can by law force the seller to replace the item on the spot. It's simply not reasonable as it would require the seller to keep a sufficient stock of devices in storage he can effectively not sell to customers as they need to be held back for "replacements".
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I never said it was a law, but buyers right. They do not have to replace it on the spot unless the customer asks to do so. Most don't becuase they do not know they have that right. So no a store does not keep stock becuase they very rarely have to replace a phone on the spot.
Solarenemy68 said:
I never said it was a law, but buyers right.
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If it is not in the law, how can it be buyers right? There has to be a law governing the rights and dutys of all parties involved in a purchase.