Tablet failed on Saturday March 3rd.
Shipped out to ASUS on Monday March 5th.
Delivered in CA on Friday March 9th.
It was registered in their system on Tuesday March 13th.
I called on Thursday March 22nd, having heard nothing since. They told me there was no update status on it since the 13th.
They told me they will escalate it and get a status update for me. It is now Monday March 26th, and I still have no update.
I have been without a tablet now for almost a month.
Way to go ASUS!
Take it to the asus store and they should swap it out with a refurb.
chugger93 said:
Tablet failed on Saturday March 3rd.
Shipped out to ASUS on Monday March 5th.
Delivered in CA on Friday March 9th.
It was registered in their system on Tuesday March 13th.
I called on Thursday March 22nd, having heard nothing since. They told me there was no update status on it since the 13th.
They told me they will escalate it and get a status update for me. It is now Monday March 26th, and I still have no update.
I have been without a tablet now for almost a month.
Way to go ASUS!
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I take it your title has a sacastic tone to it. Anyways its probably because they are waiting for a big hardware update at the end of this month that is suppose to be a secret. If you dont hear back after the first week of April, you should complain. I have a prime at Grapevine that they received (signature delivery) 3/24, status on the Asus support still says not received.
Welcome to the club..
http://forum.xda-developers.com/showthread.php?t=1525229
bimbobo said:
Welcome to the club..
http://forum.xda-developers.com/showthread.php?t=1525229
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i have bt/wifi issue but i use this tablet EVERY day for school/work. Gary posts all this crap like nobody is sending their tablet it, well DUH, i CANNOT be without this tablet for 2 months for ASUS to send back saying CID (customer induced damage)
Thats why i don't send my tablet in, i'd rather just return it if i was sending it in
Cozmo85 said:
Take it to the asus store and they should swap it out with a refurb.
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Anyone tried this with one that has an unlocked bootloader? May be a way to go there...
Sent from my ICS lovin 3D!!!
If I've helped you in any way... hit the "Thanks" button.
lyon21 said:
Anyone tried this with one that has an unlocked bootloader? May be a way to go there...
Sent from my ICS lovin 3D!!!
If I've helped you in any way... hit the "Thanks" button.
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How the crap do you find an "ASUS Store"?
The only thing i found was an authorized repair place from asus' website at least.
Sent from my Transformer Prime TF201 using Tapatalk 2 Beta-4
Hey Me Too
glad to see im not the only one. i sent mine to the grapevine one, they rec it on 3/11 ups sig to prove it. on 3/16 it shows waiting..and has been that way ever since. im starting to get a little upset here, i mean i spent $700 for the 64gig and then have to send it in after just 2 wks using it, and now this...
Heh...at first I thought you were serious.
my question is, why did you send it to california? I thought the only service center was Grapevine?
neo1738 said:
my question is, why did you send it to california? I thought the only service center was Grapevine?
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I've sent my TF 101 to CA a couple of times, but that's when they did a direct replacement for me twice(dealing directly with Hai in the CA HQ). Usually if it goes to CA you will get a replacement because he even told me in CA they dont service units, if it goes to TX then it's a repair. It might be taking a while because they are waiting to get an allotment of replacement units. When I spoke to Hai last he had told me they were out of replacement units in CA and were waiting for more.
At least you got it registered in the system. I spent $50 shipping it in express hoping I could get my refund ASAP and its been over a week since I called to get it "escalated" and it is still is not registered.
---------- Post added at 01:22 PM ---------- Previous post was at 01:20 PM ----------
Cozmo85 said:
Take it to the asus store and they should swap it out with a refurb.
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As far as I know, only Apple has "stores".
I sent mine for rma, picked up friday by ups. Monday it checked in at Brno Slapanice on a monday. Waited a week spoke to asus the following week monday, since i could see it was ready for shipment.
They gave me a new mobo and gps he said. Arrived the following day, so in all 11 days.
Anyway, wifi is a bit better, still no gps lock at all, nor inside or outside. So spoke to asus again, they said sent in again, hmmm. I really thought they testet before shipping back.
Now awaiting update before rma again.
Sendt fra min Transformer Prime TF201 med Tapatalk
will they pay for packaging and shipping this time? that's a huge gripe of mine is that they want me to pay for shipping their manufacturing defect. Once they repair and ship my unit back to me I'll be making a stink for my $15 back, they would have admitted it was a manufacturing defect by repairing the unit at no cost. This is the only tech company I have ever seen not send you materials to RMA a unit and pay for shipping. Why should I have to pay more for your mistakes?
I pre-ordered my Prime through PCConnections when I first heard about it. The biggest selling point was the keyboard/dock. Over a month later and still no keyboard.
Then the other night the cable felt a little 'crunchy' inserting it into the tab. Yep, the wire connectors were getting bent. I consider this a poor design choice and hope that my PCC rep can facilitate this RMA.
I thought my Nook Color had a bad connection, but that is a bad cable that can be replaced. The Prime's fragile architecture is a disappointment. Perhaps this, like the trackpad on their ZenBook line, was rushed to market so they could be first?
Too bad, because I've used a LOT of their product over the years.
neo1738 said:
will they pay for packaging and shipping this time? that's a huge gripe of mine is that they want me to pay for shipping their manufacturing defect. Once they repair and ship my unit back to me I'll be making a stink for my $15 back, they would have admitted it was a manufacturing defect by repairing the unit at no cost. This is the only tech company I have ever seen not send you materials to RMA a unit and pay for shipping. Why should I have to pay more for your mistakes?
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It depends on who you speak to. I have gotten my tf 101 replaced twice (both times they shipped out my replacement before I sent back the old one which is something they dont normally do). Then months later I had issues with the screen on my tf 101 and they sent me a fex ed pre paid print out. When it came back the volume button didnt work anymore so they sent me another label to send it back.
My tfp is going in for rma(to get the RF fix, plus I have two dead pixels and really bad screen bleed that actually got worse only after a week of using the tfp) when my tf 101 comes back. and for that they also sent me a prepaid shipping email for my tfp as well.
I would suggest trying to get someone in the CA HQ. They are A LOT more helpful then the call center, but it's difficult to get to them directly. I pretty much had to send an email to all of their execs last year to get a response from someone not in the call center. Because at that time the call center didnt even know what OS the tf101 was running. The guy on the phone the first time was like "That runs windows 7 right?" lol my exact response when he said that "are you ****ing kidding me??????". I think they also have since changed call centers. I see a lot of people reporting they are dealing with india. At first they were using a call center in Jamaica(Hai and I were talking about it)
Related
Well, got my Prime back yesterday. I sent it in two weeks prior due to the screen seperating from the back along the top edge. Needless to say, after seeing some of the threads around here, I was not exactly expecting the best. However, I did the RMA and got ASUS to pay for the shipping and I just paid for the box...and, within two weeks, the Prime arrived back, fixed, no creaks, no light bleed other than the tiny bit down by the home and menu icons that was always there, and in fine working order. The wifi even "seems" a little stronger. I haven't done any scientific tests but it works better and faster downstairs than it did before. So, I am pretty pleased that the issue is resolved.
I'm still a bit leary of the tablet since it started coming apart on it's own, and time will tell, but I can at least say the RMA experience went about as well as it could have.
Wow thats the quickest turn around I've seen from Asus. But I guess your issue was regarding the bezel and did not require any engineering tests. Some of the top tabs were probably broken causing the bezel to separate from the purple back. They probably just put a new bezel and sent it right out.
cyberhound said:
However, I did the RMA and got ASUS to pay for the shipping and I just paid for the box...
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did you have to do or say anything special to get them to pay for shipping?
also did you send yours to texas or a different location?
jaypm said:
did you have to do or say anything special to get them to pay for shipping?
also did you send yours to texas or a different location?
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Went to Texas. As for the shipping...during the conversation with the CS rep, I likened paying for shipping on the 25 day old tablet which was under warranty to my buying a new car, having it break on the side of the road in the first year due a major mechanical issue and then having to pay for towing. Yes, someone has to pay to get the car to the dealership (and that may be me up front), but if the problem is a warranty problem, then I would expect to be reimbursed. So, asked that if I paid to get the tablet to Texas, would I be reimbursed if the tablet had a warrantable defect. I was told no, but then the CS rep offered to have shipping paid for if I covered the boxing. I took the deal.
I had a really positive RMA experience as well. Like some other members here, I was contacted by ASUS_USA via pm and was told to return the tablet for RMA but when they found out that I already have an outstanding RMA (called in couple days earlier) they offered to send in a replacement instead of fixing mine. I gladly accepted the offer.
Asus covered both way overnight shipping via Fedex and I received my shiny new TP within 10 days.
P.S. I sent mine to Asus US HQ i.e. California.
That's just not right. I've been waiting 3 Weeks and they still haven't done anything, I've started calling every other day. And I paid to ship it. Needless to say i'm very jealous...
Sent from my DROID RAZR using XDA App
My RMA has been sitting since 02/01/12 in WB5 waiting status for wifi and gps issues.
I am not sure if Asus has changed their RMA mailing policy or that I just got lucky but a few days ago I also had to create an RMA. After the CSR and I came to the conclusion that my unit was indeed defective he immediately created a prepaid shipping label to Texas and emailed me both the RMA and Fedex label. At no time did I have to haggle for a prepaid shipping label. He just automatically did it without asking.
I was courteous and friendly the whole hour while on the phone with him so maybe that helped?
For those who are curious as to why I had to RMA, I believe a cable for my primes display popped out of its socket. Consequently the unit still ran as usual but I was unable to see images unless I plugged my tablet to a monitor via hdmi. I was hesitant to open up my prime in fear of scratching the unit and sadly my return window with Newegg passed just 2 days prior, so my only option was to RMA.
Hope that helps others looking to RMA.
I'm having a horrible time so far with mine. I sent it in because 1) the power adapter wasn't charging after being plugged in and 2) the plastic piece inside the power (dock) port broke off when I was trying to plug it in.
It took 3 days after I sent it in for status to change to WF4 (customer induced damage). I called the phone number, and they told me to wait for an email about it. Two days later, I get the email. I reply to protest, and get a prompt response From Megan Nesmith saying that they were going to check with the technician. That was a week ago, and I haven't heard anything back even when I've emailed asking for an update twice.
I called the phone number again, and they couldn't tell me anything. Theoretically, my case has been "escalated" and they'll be contacting me soon, but who knows how long that will take.
So at this point, I have no idea what's going on with it. I'm just hoping they don't ship it back to me like they threatened to in the original email about it (if I didn't pay by 2/14).
What town in Texas are you sending to?
jbarboni said:
That's just not right. I've been waiting 3 Weeks and they still haven't done anything, I've started calling every other day. And I paid to ship it. Needless to say i'm very jealous...
Sent from my DROID RAZR using XDA App
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same here 3 weeks and no status change
hogwilson said:
What town in Texas are you sending to?
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The service senter in Grapevine, TX. Admittedly I am very nervious from all the horror stories that I have looked over. However, so far all is well.
I had the same problem and sent mine in, i should be getting it back tomorrow also just about a two week turn around in terms of repairs. I just had a quick question, mine was only in repair for about one day according to there tracking thing. Is that normal for this type of repair. I know ill have it tomorrow but i'm just curious if this is a simpler fix then i realized. Either way it will be great to finally have it back and hopefully in perfect working order.
Noev said:
I had the same problem and sent mine in, i should be getting it back tomorrow also just about a two week turn around in terms of repairs. I just had a quick question, mine was only in repair for about one day according to there tracking thing. Is that normal for this type of repair. I know ill have it tomorrow but i'm just curious if this is a simpler fix then i realized. Either way it will be great to finally have it back and hopefully in perfect working order.
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mine was in house for two days before it got opened, but only a day in repair status, and then shipped.
Sent mine out on the 24th of January, in repair status on the 27th. No status change on february 14th, called ASUS and case got escalated, to find out what was the hold up. Got email that very night with a fedex tracking number, says will be delivered on the 16th. Keeping fingers crossed everything is working right.
By the way problem was WIFI/BT drop issue. When I called tech support the first time, they talked me through a hard reset, which did not fix problem, then received a call later that day, rep immediately setup rma and sent me shipping info which ASUS paid for. All I had to do was provide the shipping box.
Very happy with customer sevice, hopefully will be happy with tablet too.
anyone have any idea how long the turnaround should be on warranty repair? I sent it in from the states and its been over a month and I have had no updates or an ETA. I called support and the guy said he didn't know and the person who would isn't in..... The next call got me the "something happened in the warehouse and I can't tell you when you'll see your device.
I'm usually pretty easy going but they have almost had my tablet longer than I have.
It took 1.5 months for them to return my charger that I sent back
Sent from my ARCHOS 80G9 using XDA Premium HD app
Got an email today finally. Apparently they ran out of stock in the warehouse. Should be mailing out my replacement in another 5 to7 days.
it must be because youre in the states you know. i sent my archos 80g9 8gb standard version back last week and got a replacement upgrade 80g9 16gb 1.5ghz turbo version within 4 days. and was quite happy
they dont repair products under warranty. so im thinking you may also get a free upgrade.
i think it will probably be something to do with the us customs . last time i bought something from the states i got 2 bills through the post where the us customs and the uk customs checked through my package and charged me for it.
Still no word of the replacement shipping out. I don't normally ***** but this is kinda silly.
I'm sure an upgrade to 16 Gb or something would soften me up, but that is just not my luck.
Their RMA said would take 10-15 business days in the states after they received it. I was on 3 weeks post receipt with no word. I contacted them via their chat. They said it will be shipping in 2-3 days. So, I guess a month would seem realistic.
Here's hoping I get one of those upgrades!
Wow, I hope I don't have to be without my tablet for a month. My RMA'd tablet was just delivered to them yesterday. It is a biatch to read my school books on my laptop.... I miss my G9.
oh no! hopefully I'm shipping my device soon once i get a reply back for my repair request...i hope it doesnt take a month
Well I got my tablet back Thursday. They received it on Feb. 2nd and I got my replacement on the 22nd of March. No free upgrade though. I will say that this one seems to have a better build quality than the original. There is absolutely no screen defect at all. It came loaded with ics too.
Also I had to get the plugins that I already bought on this one. It was not too difficult once I filled out the form on their page. I got an email back in less than a day and then just added my device to my account on the website and downloaded it.
As much as I love my G9 I am thinking about selling it once it returns from RMA. I am not a big fan of spending $300 on a device to have it sent back for a manufacturing defect and not see a replacement for over a month.
I'm starting to get annoyed. I chatted with them last week and they said it would be 2-3 days. That's was 10 days ago. I talked to them Monday and they said it would ship in today or tomorrow (it's now Weds.). This is getting ridiculous. They have now had the device for over month and it still has not shipped. I jokingly said it should ship Friday (after they said Mon or Tues), I hope I'm that lucky. Frustrated.
I sent my 80 g9 in two weeks ago and didn't hear anything. So I contacted the support yesterday and I've got my replacement today. Unluckily it's no turbo version, so no free upgrade for me
anyone who shipped their archos: what service did you use. it seems UPS does not insure products shipped?
Shano56 said:
anyone who shipped their archos: what service did you use. it seems UPS does not insure products shipped?
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Sent mine through the UK Post Office Special Next Day Service (Not sure if they collect international though). Was there and replaced the next day and a new tablet was shipped same day. Only problem is that it was sorted and sent out by them on friday so gotta wait the whole weekend for it now >< .
As for insurance the special delivery next day was insured for up to £500 so well over the actual tablet price.
Psi.
psiman24 said:
Sent mine through the UK Post Office Special Next Day Service (Not sure if they collect international though). Was there and replaced the next day and a new tablet was shipped same day. Only problem is that it was sorted and sent out by them on friday so gotta wait the whole weekend for it now >< .
As for insurance the special delivery next day was insured for up to £500 so well over the actual tablet price.
Psi.
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Lucky, us in the US have to wait more than a month for a replacement. I use mine for my school books and had to buy a Kindle Fire as a temporary replacement.
UPS should insure, I use them all the time and get insurance on everything I send out. You can also use USPS or Fedex, they have insurance as well.
g1no23 said:
Lucky, us in the US have to wait more than a month for a replacement. I use mine for my school books and had to buy a Kindle Fire as a temporary replacement.
UPS should insure, I use them all the time and get insurance on everything I send out. You can also use USPS or Fedex, they have insurance as well.
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well I was looking on the UPS site and it said if I wanted to insure, to use a 3rd party..
Arg
So after 5 weeks in Archos' possession, I finally get my tablet back. I'm a very excited. The dead spots are fixed!
Unfortunately, the excitement didn't last long. I now have screen ripples and the lock-ups are worse than ever! The sound still cuts out, but I'm starting to think that is due to a bad sound chip design. The frequent lock-ups could be related to 4.0.5. Time to contact Archos support again.
My tablets away tomorrow aswell, Loose Micro USB connection.
It was bought from Currys who told me that they don't repair Archos products, Only a replacement from them, Or a direct replacement if the store is in stock - Which it isn't so when I take it in tomorrow, They'll check over it and deliver a new one out to me next week some time?
Really strange that they don't repair the products ..
Thanks in advance
Jamie
Ps. If you haven't already - Grab a 3G stick from Amazon, On offer at £35 http://amzn.to/HbGsxQ
26 April 2012 - Archos RMA Status Update - ********** Received
02 May 2012 - Archos RMA Status Update - ********** Shipped
Only took them 4 business days to receive and ship my device. not bad if you ask me
I finally got my replacement. guess what....
FREE upgrade to 1.5 ghz turbo edition + 1gb ram
Im so excited!
For those that RMA the TF201 more recently (ie after the supposed extra parts for wifi/bt were in) what was the turn around time for repairs. They received my tab March 26th, had to wait the full 7 business days and got escalated as no update on April 4th. Since yesterday, April 5th it now says "repairing" and conveniently it says the tab was only received April 5th. So I was wondering; to get an average, after it says repairing how long should I wait before calling in to ask? How long did yours take? There is no estimated completion date in the system. I apologize if this was asked I did a search and could not find the information after the "we need more parts" issue. Thanks!
Mine has been at their facility for 16 days so far, just says "repairing" like yours. They took almost six days after delivery to even acknowledge receipt of my tablet. It's been at "repairing" ever since. I suspect they're just stalling for time, not actually doing anything with them at the moment. Customer support doesn't know anything and just tries to hurry you off the phone with some vague bs about "well maybe it has already been repaired" and the website taking "up to seven days to update." Even if that's the case, that just means they're sitting on a big pile of repaired Primes and not mailing them, because they're supposed to send you a tracking number.
Also, this probably should be in Q&A, not General, lol.
Mine took a week. 2 days to fix and 3 days to ship back to me
Mine took 30 days, good luck. Oh and my new one sucks too
gsmsosv said:
Mine has been at their facility for 16 days so far, just says "repairing" like yours. They took almost six days after delivery to even acknowledge receipt of my tablet. It's been at "repairing" ever since. I suspect they're just stalling for time, not actually doing anything with them at the moment. Customer support doesn't know anything and just tries to hurry you off the phone with some vague bs about "well maybe it has already been repaired" and the website taking "up to seven days to update." Even if that's the case, that just means they're sitting on a big pile of repaired Primes and not mailing them, because they're supposed to send you a tracking number.
Also, this probably should be in Q&A, not General, lol.
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From what I saw the Q&A is geared towards mods, fixes, etc. Not Asus repair issues. That's why I put it here.
2 weeks exactly from me shipping it, to it being returned to my door repaired...camera issue
Sent from my Transformer Prime TF201 using XDA
neo1738 said:
For those that RMA the TF201 more recently (ie after the supposed extra parts for wifi/bt were in) what was the turn around time for repairs. They received my tab March 26th, had to wait the full 7 business days and got escalated as no update on April 4th. Since yesterday, April 5th it now says "repairing" and conveniently it says the tab was only received April 5th. So I was wondering; to get an average, after it says repairing how long should I wait before calling in to ask? How long did yours take? There is no estimated completion date in the system. I apologize if this was asked I did a search and could not find the information after the "we need more parts" issue. Thanks!
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I sent mine on March 15. They did not acknowledge the receipt of the delivery till I escalated the complaint on March 23. They posted as "WAITEX" and nothing happened till I complained again on April 1. Then they decided to offer me the Buyback option on April 4. I returned all the accessories that came with the TFP to them on April 5. I am now waiting for the cheque to come, hopefully in 2-3 weeks.
seems to me like a week after they at least acknowledge receipt is a good place to start complaining. I'm just envisioning this taking as long as I let them.
Update: called today and they said they will send them a request to "expedite" my repair as the tab has been at their facility for 2 weeks now. I'll let you know when I have an update.
How did you manage to get that? When I asked why mine was still under "repair," the guy I talked to tried to push me off the phone and refused to respond to anything else I said.
gsmsosv said:
How did you manage to get that? When I asked why mine was still under "repair," the guy I talked to tried to push me off the phone and refused to respond to anything else I said.
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1) The device was at their facility for 9 business days. Over 2 full weeks since received (this is counting "Good Friday" as a holiday and not business day). I made special note to the CSR that even though RMA said they only received the unit on 04/05 it was misleading, and that was just the date they updated the system. I let the know in fact my device has been at the repair facility for over 2 weeks and I was just looking for an updated time frame on when it would be done. I offered the Fed Ex tracking # confirming what I had told them. (This seems to be key, they didn't ask for it before and I had to tell them I had it, they will go to fedex.com on their own and check your validity). They offered to expedite repair process for me.
2) Received shipping notification it's on it's way home! Bought the dock while she was gone so I'm excited to try that combo out. I'll let you know when I receive it but got a "standard fed ex" tracking #.
Update: Got it back, they changed the screen for me to get rid of the mura. Looks great! Actually there was a little play in the bezel area before but that is gone so the repair guys did a good job there. They also "helped" the bt wifi issue i now get 2Mbps dl instead of 300kbps while transferring a bt file. Overall I'm happy and it took 18 days from receipt till back in my hands, this was with Good Friday (assuming they don't count that as a business day) in between and 2 escalations to check the status. Long story short they actually repaired my device, I took tons of pics and videos before sending and while unpacking for nothing (honestly rather have it that way) and be prepared for a 3 week hit.
Sent from my new dock/tab combo...love it!
Hmm. I might be one of the lucky ones?
RMA# issued on 4/5/2012
Shipped via Fedex (paid by Asus) on 4/5/2012
First Delivery Attempt failed on 4/6/2012 (Business closed - Easter Friday)
Second Delivery Attempt failed on 4/9/2012 at 10 am (Business closed - Easter Monday).
Third Delivery Attempt successful on 4/9/2012 at 3:15 pm.. (I thought they were closed?)
RMA Status: Repairing - 4/10/2012-4/11/2012
RMA Status: Ready for Shipping - 4/12/2012 (today).
So it's been 1 week since I shipped it out, and I lost a few days cause of the Easter holiday. My problem was that my Prime wouldn't turn on unless it was connected to the AC charger - most likely a battery issue.
Hoping it ships out tomorrow, which means I should have it by Friday or Monday.
Edit: And it shipped out today (4/12/2012) and I have a Fedex shipping number. Standard Fedex shipping so probably wont get it till Monday.
neo1738 said:
Update: Got it back, they changed the screen for me to get rid of the mura. Looks great! Actually there was a little play in the bezel area before but that is gone so the repair guys did a good job there. They also "helped" the bt wifi issue i now get 2Mbps dl instead of 300kbps while transferring a bt file. Overall I'm happy and it took 18 days from receipt till back in my hands, this was with Good Friday (assuming they don't count that as a business day) in between and 2 escalations to check the status. Long story short they actually repaired my device, I took tons of pics and videos before sending and while unpacking for nothing (honestly rather have it that way) and be prepared for a 3 week hit.
Sent from my new dock/tab combo...love it!
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You're not in Europe, I think...
I'm waiting for a new screen for the same problem (mura effect).
I've sent mine exactly a month ago, RMA strarted 3/16, then they told me the screen was ordered 3/20, and I'm still waiting for it. Hope they will send mine back early..
Perhaps the time for turn around has to do with the issues the tablet is experiencing. Those who are sending it in for items other than the gps, bt, wifi seem to be getting their units back faster. It could be a parts issue or they could be trying to stretch out the repair process as they wait for whatever possible solutions Asus comes up with.
Mine wasn't in for the RF related issues, I sent it in because of a flash partition failure (or something). I just got emailed a Fedex tracking number. I can't wait to see what took them 23 days to replace.
I would definitely agree that the bt/wifi issues seem to make the repair take longer. I initially got the RMA for the screen knowing the bt/wifi could make it take longer. Then decided screw it, if it's going in I'm asking them to fix all the problems. They replaced screen as expected and 3 parts to the wifi module (sponge, wifi, something else) which did increase the wifi by 5x during bt transfer, but that 5x is still only 10% of max internet speed. I'll take 1.50-2Mbps over 300kbps at least I can now use bt headphones and watch youtube/netflix/etc.
To other screen guy I'm US.
RMA in WB5 state
today is my 3rd business day into RMA. Status has changed from repairing to "Waiting-[WB5] Wait for Repair\Test\Aging"
Does anyone have experience on how long does the tablet remain in this status generally?
Since I did not know what WB5 meant, I googled for all RMA waiting statuses from ASUS. Here is the list I found so far
Waiting-[WB1] Wait for Material/Spare Parts
Waiting-[WB2] Wait for Swap/Exchange
Waiting-[WB3] Wait for internal Advise
Waiting-[WB4] Wait for internal CB process
Waiting-[WB5] Wait for Repair\Test\Aging
Waiting-[WB7] Wait for Technical Support From ASUS
WB5 = Missing specialized components for repair
update on my tablet's RMA case (for replacing LSD screen having bright pixels):
Spoke to CSR today, and he informed me that since my tablet had gone from "repairing" status to a "WB5" status, it means that there are some specialized components that are missing, on which repair is pending.
He gave no estimate on by when can ASUS get all parts to complete repair, apart from usual 10-14 business days. In short was completely unhelpful.
Gosh, why did i send my precious tablet for RMA... never thought all the horror RMA stories will apply to my case... guess, i was wrong.
Regretting that I sent my tablet... miss it so much already.
^ I suggest that when they're ready to ship it out you ask them to ship it via overnight shipping.
I got my RMA-ed Prime back fairly quickly, but it was sent back to me via normal Fedex ground... I opened it and found a huge crack in the screen and a dent in the bezel. (Thread here: http://forum.xda-developers.com/showthread.php?t=1604835)
I'm thinking that less ppl ship overnight, so there's less chances of damage to your Prime during the shipping process.
Here's my story. Sorry it's long, but I'm hoping someone sees it who might be able to help
I got a Prime for Christmas, delivered on Dec. 24th. I fell in love with it almost immediately. Used it multiple times daily, both at work and at home. Sure, the GPS wasn't great, but I didn't care. And, I didn't have any of the Wi-Fi problems other had. I was feeling awesome about the thing, recommended it to all my friends, etc. Unfortunately, towards the end of January, the camera stopped working. I called Asus, and they were very friendly in walking me through the various things they wanted me to try, before giving me an RMA.
Although I admit I didn't ask for them to pay, I was disappointed that I had to pay myself to ship the tablet to the Texas repair facility. On Monday, February 6th, I bundled it up well, and sent it by priority mail (with insurance) for about $20. It arrived a few days later, and I started checking the status online. I watched is sit and sit and sit in "WB5-Waiting for Repair/Testing" status for two full weeks, with absolutely no change. At that point, I decided to get in touch with Asus, as that seemed kind of unreasonable. It did the trick - I filled out the contact form online, and the very next day they repaired it and shipped it back to me. I got it on March 1st.
I went back to the typical usage, and everything was great! Great, until March 17th, when the EXACT SAME problem occured - a non-functional camera, with the same symptoms as before. I immediately called Asus, got another RMA number, and asked them to pay for shipping this time (which they did). I was out of town at the time, but once I got back I took it to the local Fedex office, where they packaged it, attached my shipping label, and sent it off. It took almost a week for Fedex to get it from Seattle to Milpitas, CA, but then it arrived on the 4th of April (signed for by an "A. Vargas").
Since then, I've been unable to get any information on the RMA Status website. I've called three times, and each time I've been assured they do, in fact, have my tablet, and that the site should be updated within the next day or two. I've passed out of my RMA month-long window, but the people on the phone keep telling me that's okay, that they really do have it, and everything will be fine. I called again yesterday, and as per usual, they said "it'll be fine, check the website, and if it doesn't update in a few days call us back."
Is my tablet just missing? Do they think it's in TX instead of Milpitas? How is it even possible that it got delivered on the 4th and nothing's happened yet? At this point my prime has been either in transit or with Asus for more time than I've actually had it. PLEASE, can anyone help?
My tablet has been in their facility since 5 weeks ago. I have had two RMA numbers and neither have ever worked.
Sorry to hear about your troubles. This exact scenario is one of the (few) advantages that there is with buying Apple products. You have a problem with something, you can take it into the store and they usually will replace it for you right then in there if you are under warranty and what not. In addition, ASUS (along with most other manufacturers) will require that the consumer pay the shipping for sending in an RMA. Don't get me wrong, I hate Apple dearly but it can be frustrating dealing with these situations and having to be without something for an extended period of time.
Unfortunately I don't think there is much anyone is going to be able to do for you. The only suggestion I would have is getting in touch with Gary Key (via email... not PM). There seems to be a definite negative trend here as far as RMA turn around time goes with the Prime.
Yep, definitely frustrating. And the thing is, I still would totally recommend the Prime to anyone looking for a good, quick tablet - my wife has one, too (both BCOKAS), and hers has been perfect so far!
Agreed, frustrating to send it in and have them have it for over 2 weeks. when the device came out less than a few months ago..., they have had mine since the 13th, its in WB5 status right now, i will wait til next week until i give them a call or email gary to have it expedited...time is money right? i paid for a 64gb along with a dock 600+150+tax...
chinly43 said:
Here's my story. Sorry it's long, but I'm hoping someone sees it who might be able to help
I got a Prime for Christmas, delivered on Dec. 24th. I fell in love with it almost immediately. Used it multiple times daily, both at work and at home. Sure, the GPS wasn't great, but I didn't care. And, I didn't have any of the Wi-Fi problems other had. I was feeling awesome about the thing, recommended it to all my friends, etc. Unfortunately, towards the end of January, the camera stopped working. I called Asus, and they were very friendly in walking me through the various things they wanted me to try, before giving me an RMA.
Although I admit I didn't ask for them to pay, I was disappointed that I had to pay myself to ship the tablet to the Texas repair facility. On Monday, February 6th, I bundled it up well, and sent it by priority mail (with insurance) for about $20. It arrived a few days later, and I started checking the status online. I watched is sit and sit and sit in "WB5-Waiting for Repair/Testing" status for two full weeks, with absolutely no change. At that point, I decided to get in touch with Asus, as that seemed kind of unreasonable. It did the trick - I filled out the contact form online, and the very next day they repaired it and shipped it back to me. I got it on March 1st.
I went back to the typical usage, and everything was great! Great, until March 17th, when the EXACT SAME problem occured - a non-functional camera, with the same symptoms as before. I immediately called Asus, got another RMA number, and asked them to pay for shipping this time (which they did). I was out of town at the time, but once I got back I took it to the local Fedex office, where they packaged it, attached my shipping label, and sent it off. It took almost a week for Fedex to get it from Seattle to Milpitas, CA, but then it arrived on the 4th of April (signed for by an "A. Vargas").
Since then, I've been unable to get any information on the RMA Status website. I've called three times, and each time I've been assured they do, in fact, have my tablet, and that the site should be updated within the next day or two. I've passed out of my RMA month-long window, but the people on the phone keep telling me that's okay, that they really do have it, and everything will be fine. I called again yesterday, and as per usual, they said "it'll be fine, check the website, and if it doesn't update in a few days call us back."
Is my tablet just missing? Do they think it's in TX instead of Milpitas? How is it even possible that it got delivered on the 4th and nothing's happened yet? At this point my prime has been either in transit or with Asus for more time than I've actually had it. PLEASE, can anyone help?
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As always, PM Gary from one of his many sticky threads. He's a busy fella, but leave an email address, a link to this thread, and maybe a much shorter description, and he'll make sure something more than tier 3 support scripts are done about it.
Sent from my Transformer Prime TF201 using XDA Premium HD via my tethered HTC Vision
Vargas signed for mine too when I shipped my rma out last Monday and it arrived overnight on Tuesday. My rma status hasn't changed on the website one bit. Still says they haven't received it yet which clearly they have.
chugger93 said:
Vargas signed for mine too when I shipped my rma out last Monday and it arrived overnight on Tuesday. My rma status hasn't changed on the website one bit. Still says they haven't received it yet which clearly they have.
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How did yours get there overnight? Mine took over a week to get from Wisconsin to California. Did you pay for overnight. Asus paid for my shipping but is was on a slow FedEx bus, lol....
at this points why does anyone send it in for rma? go buy another one and take the bad one back if you still have the original box. the retailer isn't losing any money. asus deserves the return.
knives of ice said:
at this points why does anyone send it in for rma? go buy another one and take the bad one back if you still have the original box. the retailer isn't losing any money. asus deserves the return.
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because some people bought it when it first came out a couple of months ago, meaning no returns?
Mine is in WB5 too
Even my tablet is in WB5 waiting status as well... yes, it frustrating. The CSRs do not have any visibility into turnaround times, or any clue why it's in waiting state. Its a waste to call them.
smrsxn said:
Even my tablet is in WB5 waiting status as well... yes, it frustrating. The CSRs do not have any visibility into turnaround times, or any clue why it's in waiting state. Its a waste to call them.
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when did you send it in and when did they receive it?
my understanding is you have to give them 7 full business days after receipt before they will "escalate" the issue to have it updated. Then expect to wait another 1-2 business days for that to happen. If it is past say 10 business days get on the phone and tell them that you are no longer concerned with the updating website as much as why it's taking so long to repair. Tell them you would like them to expedite the repair as they have had your tab for x amount of days. Also make sure when you call you offer them the tracking # so they can look it up. None of the CSRs took me seriously and I had to offer this to them, then they took me seriously. The warehouse won't update as received until the day they start repairing the unit, so Asus CSR see's that as the date of receipt, which in fact could be 2 weeks later than they actually received it. Why they wouldn't ask "do you have a tracking #" is beyond me. They "escalated" the no update thing, 24 hrs later it was updated. 2 days later called to ask why mine was still in "repairing" with no update any my tab being with them for over 2 weeks and they "expedited" repair. 2 Days later it was "shipped" back to me. Hope it helps!
B-Mod said:
How did yours get there overnight? Mine took over a week to get from Wisconsin to California. Did you pay for overnight. Asus paid for my shipping but is was on a slow FedEx bus, lol....
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When I talked to ASUS I told them this was my 2nd RMA and the 1st one took 5 days to get it out to Cali. I told them I wanted overnight, as this was unacceptable. They complied and gave me the shipping label.
kwazytazz said:
because some people bought it when it first came out a couple of months ago, meaning no returns?
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Ya I bought mine back in Dec from BB...so I doubt they'd take it back
Milpitas vs. Grapevine - Camera repair
Chinly43....Wonder why we have two different repair locations for the same problem
wow.. your prime RMA for the camera defect was directed to Milpitas CA on 3/17.. My RMA for the same problem was directed to Grapevine TX on 3/23.. I just sent my prime in on 4/18..a few days ago, since I couldnt part with it.
It is now on its slow way via FedEx ground to Texas.. I am in San Francisco and shipping it to Milipitas would have made too much sense.. I could drive it there in a short while... Now I am worried that we have our repairs criss crossing the country trying to find a repair location..
RATS
sharkfinmoy said:
Chinly43....Wonder why we have two different repair locations for the same problem
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Mine went to Grapevine the first time. I was hopeful that sending it to Milpitas just meant they were going to replace it (rather than trying to fix it), and that it would be quicker. Clearly that's not the case.
And as for returns - mine was from Gamestop in December. I have their no questions asked, costs $70, two-year return guarantee or whatever. I actually called them first, and they didn't have any in stock, otherwise I might have done it. I still want to have this tablet, I just want a working one.
chinly43 said:
Mine went to Grapevine the first time. I was hopeful that sending it to Milpitas just meant they were going to replace it (rather than trying to fix it), and that it would be quicker. Clearly that's not the case.
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hope you get your prime back soon...I have just taken the first step by sending it out. Good luck to you.
kwazytazz said:
when did you send it in and when did they receive it?
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The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
smrsxn said:
The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
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Honestly having been there for today being the 5th business day. Even for ASUS I think you're asking much wait till 2 weeks passes say next Friday before bothering Gary. It is perfectly understandable for them to need 1 week to do a repair considering the volume I'm sure they're dealing with. 2 weeks, now their starting to test their luck and anything past THAT should be escalated to Gary or CSR. If everyone that had a week long RMA bothered Gary he would have 5x as many emails as he currently does.
smrsxn said:
The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
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same as me, RMA said it was received on 4/13 but fedex tracking said it was shipped to them on 4/12, its been in WB5 state ever since... ill wait til monday before calling in and maybe causing a ruckus lol
neo1738 said:
Honestly having been there for today being the 5th business day. Even for ASUS I think you're asking much wait till 2 weeks passes say next Friday before bothering Gary. It is perfectly understandable for them to need 1 week to do a repair considering the volume I'm sure they're dealing with. 2 weeks, now their starting to test their luck and anything past THAT should be escalated to Gary or CSR. If everyone that had a week long RMA bothered Gary he would have 5x as many emails as he currently does.
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not sure if you are defending asus/gary by telling us not to email him lol but yeah wait 2 weeks? crazy I havent seen a RMA take more than a week... with any of my gadgets, computer parts and anything really...
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
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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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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?
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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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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.
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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