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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...
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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
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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
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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.
long story short.
loved my prime.
got pre order from amazon.
ICS update
Prime constant reboots
didnt wait
sent to amazon for full refund
received refund bought prime from Office Depot
got prime
got ICS
working fine but no GPS and very bad WIFI
complained
got RMA
they replaced the WIFI card
shocking - no change still no GPS bad wifi
wrote to Gary a private MSG
he send me an email and CC trinity and Troy
they give me options:
1. RMA again.
2. Wait for future update.
3. Refund.
i choose refund.
after a full month and a half of emails
Sadly Trinity (which assigned to my case) is EXTREMELY busy and email support is EXTREMELY slow BUT they deliver....
once i found out their Queue direct line phone number and not the Generic 1800 one i called and each time i got Troy who took care of me and helped processed the RMA.
eventually after a month and a half of emails , 4 months total with the prime almost 70 emails and 4 phone calls i got the check today by mail.
full refund from asus.
conclusion.
very impressed with the turn around and the actual fact i got full refund for both the tablet and the dock.
lil upset with the time frame but i do understand i am one in a million that contact them.
so the bottom line is that i got the full refund and that made me feel good and earned ASUS my respect.
i intend to keep the $ aside for the 700 which is the (hopefully) bug/mistake free transformer prime....
just my 2 cents
m.a.s.e said:
long story short.
loved my prime.
got pre order from amazon.
ICS update
Prime constant reboots
didnt wait
sent to amazon for full refund
received refund bought prime from Office Depot
got prime
got ICS
working fine but no GPS and very bad WIFI
complained
got RMA
they replaced the WIFI card
shocking - no change still no GPS bad wifi
wrote to Gary a private MSG
he send me an email and CC trinity and Troy
they give me options:
1. RMA again.
2. Wait for future update.
3. Refund.
i choose refund.
after a full month and a half of emails
Sadly Trinity (which assigned to my case) is EXTREMELY busy and email support is EXTREMELY slow BUT they deliver....
once i found out their Queue direct line phone number and not the Generic 1800 one i called and each time i got Troy who took care of me and helped processed the RMA.
eventually after a month and a half of emails , 4 months total with the prime almost 70 emails and 4 phone calls i got the check today by mail.
full refund from asus.
conclusion.
very impressed with the turn around and the actual fact i got full refund for both the tablet and the dock.
lil upset with the time frame but i do understand i am one in a million that contact them.
so the bottom line is that i got the full refund and that made me feel good and earned ASUS my respect.
i intend to keep the $ aside for the 700 which is the (hopefully) bug/mistake free transformer prime....
just my 2 cents
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I have sent Gary a few private messages regarding the issues I have been having with the WiFi and GPS, but haven't gotten a response from him ... consider yourself lucky in that regard. I too was asking for a full refund, but with the new GPS dongle development, I may forgo that option and hold onto it in the hope they will also rectify the WiFi issue.
hope for u too...
i quickly learned that in order to get a response from them i need to send short, to the point emails with specific details....
no explanations etc. just facts 1, 2 ,3. that how i got the best response from them.... i also send my prime back extremely organized with ALL documentation highly detailed with proof of emails from trinity, a cover letter with the refind request ETC.
once i stopped sending Gary love notes and just gave him my email address, told him i bought the prime for GPS (which is true, that plus wifi) and requested refund then communicated with trinity in short to the point emails i got my money back....
waiting for 700
Why don't you guys return where you bought from?
You have enough time within the return period to test it out.
So now you guys are basically returning a used product that even the retailer wouldn't take back and want the manufacturer to refund you?
If I were Asus, I would tell you guys to go fly a kite!
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Elisha said:
Why don't you guys return where you bought from?
You have enough time within the return period to test it out.
So now you guys are basically returning a used product that even the retailer wouldn't take back and want the manufacturer to refund you?
If I were Asus, I would tell you guys to go fly a kite!
Sent from my GT-I9100 using Tapatalk 2
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well
obviously u didn't read...
Like I said, ill explain again for the slow learners.
I did sent back the original back to Amazon, bought the prime again. Tested and when it didn't work sent it back to asus for rma (replace the wifi and gps) which didn't help but took long enough for the return period to pass.
Discussed with Gary who offered a full refund .
And so this thread is not to say"I win", but in fact to say"kudos for asus".
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cameronsutor said:
I have sent Gary a few private messages regarding the issues I have been having with the WiFi and GPS, but haven't gotten a response from him ... consider yourself lucky in that regard. I too was asking for a full refund, but with the new GPS dongle development, I may forgo that option and hold onto it in the hope they will also rectify the WiFi issue.
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Unless they replace the back panel, wifi will probably not be improved much. Not a software fix.
rushless said:
Unless they replace the back panel, wifi will probably not be improved much. Not a software fix.
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agreed...
Thats why I am waiting for the 700... Infinity....
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What did you write in your PM that is so magical? i havent got a response from him even from prior pms...
If you want to get a response from Gary, send him an email, not a PM (it's an option via the forum). Include your contact info in the email.
did you guys have to provide a receipt? i don't have my receipt no more and paid cash in jan -_-
kwazytazz said:
did you guys have to provide a receipt? i don't have my receipt no more and paid cash in jan -_-
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sorry buddy but sounds like you outta luck. they going to want proof of purchase. even warranty claims want proof of receipt or purchase. why you get rid of receipt? I made sure to stash mines away for when i need it.
demandarin said:
even warranty claims want proof of receipt or purchase.
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Not necessarily true, I RMA'd my original TF101 for light bleed, dust under screen and right speaker issues and a copy of the receipt was not requested. Mind you this was within 12 months of the TF101's release. But I agree that they will more than likely request onein order to issue a refund.
Sounds like you were unlucky with your Prime!
Mine's been great and I wouldn't hesitate to buy another Asus product.
kwazytazz said:
did you guys have to provide a receipt? i don't have my receipt no more and paid cash in jan -_-
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yes, you have to show a receipt.
i paid online for both my dock and tablet and when they offered the full refund i logged into my bestbuy account and office depot account and printed out the invoices.
that was enough.
even if u paid cash u can go back to the store and ask for the receipt, by law they are obligated to save it for some time in records....
as for sending Gary PM. i agree, you will get better luck by sending an email with your email address a brief description and a phone to contact you.
good luck...
and as mentioned before, i will def continue buying from asus. love the products, and waiting for the next infinity....
i just had a bad luck with the prime, no big deal....
No offense to anyone but I think I feel more sorry for the ASUS end of all that e-mail/phone calls than the OP, especially with how much they must deal with it.
Spidey01 said:
No offense to anyone but I think I feel more sorry for the ASUS end of all that e-mail/phone calls than the OP, especially with how much they must deal with it.
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Sorry for Asus? This is nothing more than ASUS sleeping in the bed they made for themselves. Like the old saying goes what goes up must come down, so if you're going to toss crap in the air don't be surprised if the odd turd falls on your head.
Spidey01 said:
No offense to anyone but I think I feel more sorry for the ASUS end of all that e-mail/phone calls than the OP, especially with how much they must deal with it.
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i don't understand why u think like that.
I paid 700$ for a device I purchased so I can use at the university.
But for the life of me I could not get a wifi signal.
My Samsung phone and ipad i sold
to get the prime were able to connect with full bars.
My prime was useless with no internet access for my docks and drop box.
So no, I could not deal with that.
I also didn't wanted an additional accessory to bulk things up. I did went the normal route of rma and it didn't help.
So for 700$ asking for wifi to work properly is not too much.
Asus did what they should have expected from them and that is-is the rma process didn't help refund the money.
It is not my fault I waited 3 weeks for the rma process and lost my window to return the device.
I followed their instructions, to send the tablet to them.
U should not be justifying them, they did the expected thing by refunding.
By doing so they kept me as a customer to buy the 700 with the design flaw fixed from the prime....
Why is it so simple to understand this is customer service....
I am happy u got a working prime, I didn't....
Sent from my SAMSUNG-SGH-I777 using XDA
Yeah, ASUS did rather bungle a few things -- I especially think it's a egg-splat-face moment how the Prime/TF300/Infinity seem to be related. BUT I can still have sympathy for the ASUS employees and associates that are stuck with all this.
Who the heck must want to deal with this products customer support, even if it's there job? Really.
Spidey01 said:
Yeah, ASUS did rather bungle a few things -- I especially think it's a egg-splat-face moment how the Prime/TF300/Infinity seem to be related. BUT I can still have sympathy for the ASUS employees and associates that are stuck with all this.
Who the heck must want to deal with this products customer support, even if it's there job? Really.
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That is their job... I go to University for 6 hours and then I come home and have to deal with homework. Why don't you feel sorry for me.
Besides, if their service wasnt so bad there won't even be that many problems. I RMAd a HP laptop before that was a bit over warranty and they sent me the shipping label and fixed it for free. The process took 1 phone call and 2 weeks. My Prime has arrived in their facility since 5 weeks ago and i had to pay for shipping.
i guess its just a matter of pure luck+individual case.
for those who got a perfectly working prime, that's awesome.
but also need to understand some of us got a none working prime.
those who rather wait for a fix for the lock-ups/ its their choice alone.
me personally since money does not grow on trees, i believe that if i paid 700$ for a device i expect it to work . unless i broke it...
first day i bought a screen protector and a case and all that to protect my prime. but when it failed to do the only reason i bought it for , which is to give me access to my documents while at school. it automatically became useless for me.
to each its own.
i don't feel bad for those support reps... it is their jobs.
i did not call and screamed like a lil boy.
all i did was to inquire about my RMA process,
and when it didn't help i requested help from an ASUS rep on this forum.
i give praise for ASUS to even have an official rep here.
but that is also THIER choice to put a rep here, if they didnt want/expected customers to contact him then why even let him be here.
they offered, i took them on their offer.
and going back to the saying that for me, moeney does not grow on trees, once they offered a full refund i said "yes" and there were dalays in response, so i kept on sending emails.
not screeming or cursing, but neirly asking for an update.
until they answered and get the ball rolling.
if you have rich parents that buy you any prime u want, kudos for u.
if you had a prime with zero problems from the begining, awesome for u.
my kudos (IN MY PERSONAL CASE) will go to Garry and ASUS for handeling (MY PERSONAL CASE) to my satisfation.
my post was to acknolege their kudos and to show others that there is a chance.
by giving up those dongles , ASUS admited for having an issue.
for me, i simply couldnt wait, not wanted to with a 700$ product i wanted it to perform as it should be.
same way as everyone was complaining with the iphone4 grip of death...
I was browsing around change.org today and I came across this. A petition to recall the prime and give users a full refund or an upgrade path to the 700. Not sure why no one but the person who started it signed it. I know if you ***** enough asus will refund your $ so maybe that's why the poster didnt pursue the petition?
http://www.change.org/petitions/asustek-recall-the-transformer-prime
edit: I just signed it for ****s and giggles.. I doubt anything will come from it especially since it doesnt seem the person who posted it is really pushing it.
Probably because it was created yesterday.. I believe.
Oh god, here we go again.
detta123 said:
Oh god, here we go again.
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what do you mean?? I was just asking if anyone has seen it... so oh god yourself.
actually, there was one created with exact same theme a long time ago. it never really gained any traction as the path to upgrade wasn't realistic from a business point of view. I'm not sure if the one you have linked to is the same one. But I've seen a petition just like that made several months ago. I think when we all first heard of the Infinity Pad. Made alot of people mad..lol
demandarin said:
actually, there was one created with exact same theme a long time ago. it never really gained any traction as the path to upgrade wasn't realistic from a business point of view. I'm not sure if the one you have linked to is the same one. But I've seen a petition just like that made several months ago. I think when we all first heard of the Infinity Pad. Made alot of people mad..lol
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yeah I doubt anything will come from it, Just was wondering if anyone else came across it.
But I do know they are offering really unhappy users refunds (my friend was told by gary he could get a full refund for the tablet and dock)
My way of looking at that is this:
If they refund everyone who is extremely unhappy they have to refund them for the full retail price of the tablet and the dock(and I'm guessing tax?). So they have to dish out the retail price of it when we all know it cost them a fraction of that amount to produce them. I honestly think from a business stand point and upgrade path would be better because then they would only have to replace the tablet(assuming the docks are compatible) which is much cheaper for them then refunding the full retail purchase amount. Even if they didnt upgrade the tablet to the 700 and just replaced the backplate on the prime and maybe the wifi/bt and gps modules it would also be cheaper for them than having to refund the purchase price.
And just let me say again.. I was just asking if anyone has seen it or heard of the one I linked. Not trying to promote, have it gain momentum or start a WW3. Just simply wanted to know if anyone else stumbled on it like I have.
These petitions are always worthless.
You bought a consumer product. If you don't like it or it doesn't meet your expectations, return it to where you got it within the return period.
I have never seen a return period that is less than 14 days, and if it takes you more than two weeks to realize that the product doesn't meet your expectations, there is something obviously wrong with you.
If you waited months for an update to be released in order to make the device meet your expectations, I am sorry but you are a fool. You should always buy a device for what that device is NOW, not for what is may become in the future.
In any event, if you want an "upgrade path" here it is:
Sell the Prime on eBay. If you have taken good care of your device you should get at least $400 for it. Use that $400 to help pay for the Transformer Infinity.
almightywhacko said:
These petitions are always worthless.
You bought a consumer product. If you don't like it or it doesn't meet your expectations, return it to where you got it within the return period.
I have never seen a return period that is less than 14 days, and if it takes you more than two weeks to realize that the product doesn't meet your expectations, there is something obviously wrong with you.
If you waited months for an update to be released in order to make the device meet your expectations, I am sorry but you are a fool. You should always buy a device for what that device is NOW, not for what is may become in the future.
In any event, if you want an "upgrade path" here it is:
Sell the Prime on eBay. If you have taken good care of your device you should get at least $400 for it. Use that $400 to help pay for the Transformer Infinity.
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I think you need to read my post again.. did I say anything about being unhappy? No.. Did I say I wanted an upgrade? No. All I did was ask if anyone came across it... gessh..
I even signed it with this comment:
"I agree there have been many issues with the prime. Not all users have issues but it seems more have them than not have them. I will support this as I do feel the prime wasnt ready to be released. I had issues with my first 2 units. The only issue I have with my current unit is some backlight bleed but my tf101 has worse BL bleed than my prime"
And I do feel the device wasnt ready for prime time. I'm pretty happy with mine. the only issue I really have is the screen bleeding and that's not even that bad and since I have squaretrade I'm thinking of popping it open and fixing that myself.
Hell I was outside yesterday and tried gps for the first time on this unit without the dongle and I got a 12/13 sat lock. Today I tried and I got 8/9. I was pretty surprised by that
graffixnyc said:
I think you need to read my post again.. did I say anything about being unhappy? No.. Did I say I wanted an upgrade? No. All I did was ask if anyone came across it... gessh..
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Dude, take the bug out of your ass!
Did I say anything specifically about you?
Did I mention you in any way?
My comment was 100% focused on the futile nature of these online petitions, which generally go ignored by manufacturers and which are generally started by people who don't exercise the procedures that already exist that allow customers to gain compensation for purchases that do not meet expectations.
almightywhacko said:
Dude, take the bug out of your ass!
Did I say anything about you?
Did I mention you in any way?
My comment was 100% focused on the futile nature of these online petitions, which generally go ignored by manufacturers and which are generally started by people who don't exercise the procedures that already exist that allow customers to gain compensation for purchases that do not meet expectations.
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ok fair enough..lol But the fact that asus is offering refunds to people really unhappy says something as well. It says the company knows they kinda screwed up. Because in most cases: yeah, it is your problem and they dont have to offer you a refund at all. Like you said you have at least 14 days(if not longer) to return to the store. But the fact they are offering refunds to people who ***** enough does say something. Some companies no matter how much you put up a stink wont issue you a refund. A replacement? yes, but how often do they offer full refunds?
Asus should offer a upgrade and make Nvidia pick up the tab for the not ready for prime time T3
Sent from my SPH-D710 using xda premium
graffixnyc said:
ok fair enough..lol But the fact that asus is offering refunds to people really unhappy says something as well. It says the company knows they kinda screwed up. Because in most cases yeah it is your problem and they dont have to offer you a refund at all. like you said you have at least 14 days(if not longer) to return to the store. But the fact they are offering refunds to people who ***** enough does say something.
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I think any company that is serious about their customers does the same kind of thing. At least, HTC replaced my malfunctioning EVO 4G no questions asked. Samsung has replaced televisions and refunded me for broken televisions with no problems.
Some companies give you the run around when it comes to this kind of stuff (Looking at you Sony) but for most companies it isn't worth the negative press, especially in this day and age of internet blogging and twitter.
almightywhacko said:
I think any company that is serious about their customers does the same kind of thing. At least, HTC replaced my malfunctioning EVO 4G no questions asked. Samsung has replaced televisions and refunded me for broken televisions with no problems.
Some companies give you the run around when it comes to this kind of stuff (Looking at you Sony) but for most companies it isn't worth the negative press, especially in this day and age of internet blogging and twitter.
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you must be good. haha I've never been offered a refund. Replacements I have been offered but never a full refund. Hell I just dealt with an issue with Dell. They replaced my laptop with a refirb(accidental warranty) and started having issues with it two months later. They sent a tech to fix it, he fixed those issues but didnt send him a preloaded HD just a blank one so I have to load everything myself, and after the repair the keyboard didnt fully work. So they come again to fix that, they fix that then one speaker dies.. It took me filing a BBB complaint to have them contact me to give me a brand new system. No matter how much I *****ed before they just wanted to keep trying to fix it.
almightywhacko said:
I think any company that is serious about their customers does the same kind of thing. At least, HTC replaced my malfunctioning EVO 4G no questions asked. Samsung has replaced televisions and refunded me for broken televisions with no problems.
Some companies give you the run around when it comes to this kind of stuff (Looking at you Sony) but for most companies it isn't worth the negative press, especially in this day and age of internet blogging and twitter.
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Oh and sorry for being a little snippy.. It's hot and humid as hell in NYC today and all the garbage is out for collection tomorrow so you can imagine the streets just smell like roses
Technically, refunds aren't given to just any and everyone who asks for it. you have to meet specific criteria for them to even consider it. Mostly just early adopters or people who bought prime before they removed GPS From their official spec, like beginning or first week of January, are eligible. but even then terms have to be met and not all of them can get it. just wanted to clear that up so everyone don't get their hopes up thinking they can get a refund. there's already several reported cases here in xda of people being denied.
I'm still waiting to hear back on certain info that'll clear up alot of things. I think Asus knows even people who have good working tablets might try to get a refund just because infinity pad right around the corner..lol. so they trying to eliminate refunds that have no real basis for getting one. Chances are very high that if you never sent your tablet in for an RMA, then try to come out the blue wanting a refund, they will deny it. They will just say send it in for RMA.
graffixnyc said:
ok fair enough..lol But the fact that asus is offering refunds to people really unhappy says something as well. It says the company knows they kinda screwed up. Because in most cases: yeah, it is your problem and they dont have to offer you a refund at all. Like you said you have at least 14 days(if not longer) to return to the store. But the fact they are offering refunds to people who ***** enough does say something. Some companies no matter how much you put up a stink wont issue you a refund. A replacement? yes, but how often do they offer full refunds?
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I was just about to comment on this ... I purchased my Prime on December 24th and after trying to, more or less, put up with horrible WiFi, completely non-functional GPS, and a proposed dongle solution that was not satisfactory, I was able to return my Prime (and dock) to Asus for a full refund. As a matter of fact, I just shipped it in last week, so I am still waiting on the refund, but I don't foresee any issues. The reason they let me return it was due to GPS issues, and probably legal ones on their part since GPS was a feature when i bought, but did not work, was removed from the spec list, and the solution was not satisfactory. I said all that, to say that the petition is not necessary. If you have a legitimate reason for requesting to return you TF201, they will probably work with you. On the other hand, people trying to get a refund just to get an upcoming model just need to learn some patience, and not jump on the first generation of something (ie. tegra 3). With that said, if your reason for requesting a refund has to do with the GPS issue, I was finally able to get someone with the authority to authorize one in what he said was the "Transformer Prime GPS issue department."
My rear camera is having a similar problem that some xda members have had, which seems like a loose connection (I can get it to work when squeezing the tablet in the vicinity of the camera). Knowing the turn around time and apparent poor QC of Asus' RMA facilitators, I'm debating whether I should just make a claim through Square Trade instead. It would really suck to not know how long I will be without my tablet....
thoughts?
I think that we don't need any more RMA thread questions...sorry, but come on!
Seemed like a reasonable question to me - weighing which route to go. I would be in the same boat and would be interested in the pros/cons.
MRCANNADY said:
I think that we don't need any more RMA thread questions...sorry, but come on!
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Made your quota for the day huh?
It's a reasonable question since I'm guessing he thinks Squaretrade would refund him the money instead of replacing the device. Only reason I would go with squaretrade vs RMA.
Basically if I had to choose I'd go Squaretrade in hopes of a refund (Not sure if you can find out before hand what they'd do) and wait on the 700. Otherwise I'd just RMA it and deal with Asus. I'd document with pictures the primes condition before shipping. I'd possible even take out shipping insurance on the package depending on the cost. Don't take any **** from the repair center if they try to claim it was damaged upon receipt. I know some members had problems with that early on, not sure if it's still a problem though. Overall I think there's been more positive RMA dealings then bad ones recently vs the beginning.
Anway, I'd say if you are looking for a refund type deal I'd go squaretrade. If you want to keep the Prime I'd just RMA and not have to use my squaretrade warranty.
Squaretrade..
You paid for it right? Why not use it. Nothing to lose there.
If u get a refund, def hold out for the 700 or atleast get one of the newer batches.
I hope you got the gps dongle lol wonder if it will work with the 700.
slybarman said:
Seemed like a reasonable question to me - weighing which route to go. I would be in the same boat and would be interested in the pros/cons.
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I am not at all knocking the question at all, but do we really need everyone was has an RMA question to create a thread??
@Nefariouss, let me know when you're done puckering up. I was not trying to insult the OP, but if people spent half the time using the search bar instead of just creating duplicate threads, more help could be found that way.
Thanks
Thanks for the replies, guys.
Seeing as the majority of the RMA threads are regarding wifi/gps, and since this wasn't about that, I thought it was a valid question.
Not necessarily looking for a refund (though I wouldn't complain if it was offered to me), I just wanted to see it was worth to wait a largely unpredictable amount of time to have the camera fixed through RMA, or if it would be more efficient to go the ST route.
I guess the one thing you lose if you go through squaretrade is the cost of the warranty itself. But, if you do get a refund instead of a repair, I agree that it would still be worthwhile to get into another tablet.
Sent from my SPH-D700 using Tapatalk 2
I sent my tab in for rear camera replacement since I had it only showing green lines, and it came back fixed within 5 days of it being received. So it was quick and everything seems to be fixed 100%. I did this about a month ago.
lamboboy732 said:
I sent my tab in for rear camera replacement since I had it only showing green lines, and it came back fixed within 5 days of it being received. So it was quick and everything seems to be fixed 100%. I did this about a month ago.
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Did you send it ASUS for RMA or did you send it in to Square Trade?
I purchased my Prime from Office Depot online in January. Based on the returns Best Buy is allowing I called Office Depot and they are not accepting them back, manufacturers defects or not.
The tech I spoke with did say he spoke with his manager and he said I need to call ASUS as they are recalling the Primes.
Needless to say the ASUS website has no phone listed, or operable, in the US. Anyone have phone number for ASUS?
ASUS Product Support Toll Free: (888) 678-3688
Interesting.. keep us posted
Gooooogle
http://www.service.asus.com/infopage.aspx?rid=7#!Contact Us/cw8z
[just like the poster above posted]
clockwork58 said:
Gooooogle
http://www.service.asus.com/infopage.aspx?rid=7#!Contact Us/cw8z
[just like the poster above posted]
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Thanks, but I tried that earlier and got an oops....try again. ASUS way of saying, don't bother.
Should be no different from a car maker recall for a bad tire or bad brake, Asus should have done this as soon as the GPS and Wifi problems were identified and confirmed. The FCC should be initiating this policy to protect the consumers but they seem to be pretending asleep as the wheel while collecting fees for certification! That really sucks doesn't it?
Asus is doing a recall?? Are we positive on this news?
If so, I hope they email everyone who purchased this stinker.... I'll gladly take my refund.
Or is this just retail vendor recall??? sigh...
Been on the phone for 20 minutes and all they want to do is issue an RMA so they can look at it.
E techie said they have not been notified of a prime recall. Waiting on a supervisor.
Per supervisor no recall has been issued. All they can do is issue an rma to return it.
Feeling so violated, Office Depot and ASUS...never again.
shinzz said:
Asus is doing a recall?? Are we positive on this news?
If so, I hope they email everyone who purchased this stinker.... I'll gladly take my refund.
Or is this just retail vendor recall??? sigh...
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There is no recall. Just hopeful rumors. Like other poster said, they will offer to RMA it.
demandarin said:
There is no recall. Just hopeful rumors. Like other poster said, they will offer to RMA it.
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Bummer
Sent from my MB860 using xda premium
yeah, I emailed ASUS last week and never got a reply. I wanted it out of my site so I traded it for a couple iPod Touch 32GBs. Took a bit of a hit on it, but I agree, never again on ASUS. I am not an Apple "lover", but the iPad 3 I got hasn't been put down since I got it. Now, iPhone I will never own.
clockwork58 said:
Gooooogle
http://www.service.asus.com/infopage.aspx?rid=7#!Contact Us/cw8z
[just like the poster above posted]
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Did you click your link? Try it. Oops....
demandarin said:
There is no recall. Just hopeful rumors. Like other poster said, they will offer to RMA it.
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Your opinion.
It may be rumors, but it was the excuse Office Depot supervisor used for sending me back ASSUS. Fact!
demandarin said:
There is no recall. Just hopeful rumors. Like other poster said, they will offer to RMA it.
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Are you going to tell me "Prime is discontinued"... is still a rumor as well....
If I remember correctly, since April... there hasn't been any new "version" of Prime...but of course, Asus (and you) kept telling us that Prime won't be discontinued, will continue to be produced, and will sell next to Infinity.
So much for that... although... they... are.. sort of selling Prime next to Infinity through online, although most online vendors are starting to take Prime out of their system and replacing it with TF700. But yea.. so much for Asus & their promise/statement.. or whatever.
As for recall... could just mean "inventory" recall from all vendors. Now, the hopeful rumor is recalling "all" Primes for refund/exchange. =/ I prefer the hopeful rumor....
You guys know as well as I do there's not gonna be no recall.
If you really had enough with your 201, take it with no receipt to you know where and make something up if you really want an Infinity or something else before its too late. Multiple reports already of no receipt given credit... you can either complain to us who agree but know Asus will do nothing or you can try to get rid of it, read on page 2 of that thread nobody else had tried it without ADH before I went, I had just had enough of the wifi/bt on my Prime. If the first store I went to had told me no (and I had receipt) would have just went to the other ones around here til somebody gave me credit for it
NeoMagus said:
You guys know as well as I do there's not gonna be no recall.
If you really had enough with your 201, take it with no receipt to you know where and make something up if you really want an Infinity or something else before its too late. Multiple reports already of no receipt given credit... you can either complain to us who agree but know Asus will do nothing or you can try to get rid of it, read on page 2 of that thread nobody else had tried it without ADH before I went, I had just had enough of the wifi/bt on my Prime. If the first store I went to had told me no (and I had receipt) would have just went to the other ones around here til somebody gave me credit for it
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I would if mine is from Best Buy... but mine is from Gamestop. =/
That exchange works for Best Buy only so far.. it seems.
shinzz said:
I would if mine is from Best Buy... but mine is from Gamestop. =/
That exchange works for Best Buy only so far.. it seems.
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Like I said, there has been several reports in the thread as long as you have your box and charger, take it say it was a gift you dont have the receipt and they can still exchange for store credit if the customer service employee will do it. Is BB that far away, what do you have to lose if your Prime is that bad?
I already tried to take my gamestop prime to best buy. I failed big time. I talked to the manager too. Plain and simple, they will not take it without being able to find the transaction in their system. I regret buying it from gamestop and I will never step another foot in their stores.
I have called Asus and gamestop a number of times and have gotten no where. I have also pm Gary for a refund. My last resort will be my squaretrade warranty but I doubt Asus will be getting another $500 from me.
Asus has awesome products on paper but their quality and customer support sucks major butt. They haven't come through on anything that was communicated to us on this website except for that stupid dongle.
Sent from my PG86100 using xda app-developers app
Having no receipt no matter where you bought it from may work. My best buy here went into "green screen" or something and determined I didn't have a receipt through them. but others may not be so determining.
Well there ya go depends how lucky you get I guess wont know until you try .. I had the receipt so wasn't an issue .. sorry guys
I'm kinda glad best buy didn't take my gamestop prime back since now I don't have to feel guilty screwing them over due to gamestop and Asus lack of care for their customers. They both have a take the money and run attitude.
I always wondered why people like apple so much even though their products blow and r always behind the 8 ball. It's all about the customer service. My wife has no complaints about her iPad.
Sent from my PG86100 using xda app-developers app