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This pertains to TP owners who have shipped their tablet to the RMA department for repairs. My TP arrived at RMA today and now says "repairing".
What has RMA department been like for other TP owners? Maybe state the problem and indicate what they did to fix it. Does anyone have experience with the facility in North Bay, Ontario?
Thanks.
Answering my own question from weeks back...
After 24 calender days or 16 business days for me, my replacement C1 Prime arrived. ASUS sat on my original Prime for about 5 business days and then decided the repair would take too long. I also ramped up my calls after about 7 business days - that might have influenced things too.
For those of you sending your unit to the North Bay, Ontario RMA facility - be forewarned. They had terrible communication, in fact no communication at all. I was promised an update 3 different times from customer service and the RMA facility never gave one. They said the RMA facility would contact me via email to confirm the swap and that never happened. I don't know who the goofballs are running the show up there, but be prepared for a run around.
A couple more tips for those of you with RMA...
Remember to always escalate your calls to the supervisor. The front line people give bad information and don't have permission to see all the case notes. It seems that my case was escalated after 7 business days - ask for that too. And when it gets close to 10 business days - ask for your case to be escalated to head office. In the end, my new prime came from California.
I sent mine into the Texas site about a month ago because it was saying it was docked even though it wasn't (I don't even own the dock). I called them several times but didn't know to ask for a supervisor so it took them 3 weeks (and me claiming that I need it for school) to finally escalate it. They finally shipped me a new one from California yesterday and it should arrive on Monday (damn weekend). They were extremely slow to ship it, but once they did it went overnight.
RMA feedback
My Prime was subject to the Serial number Unknown issue. After Gary posted the steps to fix and I tried the factory reset to no avail I called the service line and was issued an RMA. The Texas facility received my unit on Feb. 6th and it went into repairing status right away and then turned right around into shipping status early in the day on the 8th. It was originally scheduled to show up on the 10th but it looks like FedEx ran into some sort of issue. My tracking number shows I'll get it on Monday now. I'll update once I actually get my hands back on my Prime and let you know how the unit actually performs. Hopefully they sealed it up before the .13 OTA was rolled out and I'll be able to see if it actually receives OTAs now.
xRedLeadrx said:
My Prime was subject to the Serial number Unknown issue. After Gary posted the steps to fix and I tried the factory reset to no avail I called the service line and was issued an RMA. The Texas facility received my unit on Feb. 6th and it went into repairing status right away and then turned right around into shipping status early in the day on the 8th. It was originally scheduled to show up on the 10th but it looks like FedEx ran into some sort of issue. My tracking number shows I'll get it on Monday now. I'll update once I actually get my hands back on my Prime and let you know how the unit actually performs. Hopefully they sealed it up before the .13 OTA was rolled out and I'll be able to see if it actually receives OTAs now.
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Click to collapse
So I did get my Prime back today and not only is it physically no worse for wear but ASUS has apparently fixed my Serial number Unknown issue. Serial number is now displayed in the About Tablet -> Status screen. It shipped back to me with the .11 Build and as soon as I established a Wifi connection I was notified of a firmware update and the .13 update applied successfully.
So did anything really get fixed?
aznmode said:
So did anything really get fixed?
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I'm now able to do OTA updates whereas before I couldn't. They fixed the problem I sent it in for.
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)
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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Click to collapse
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.
I have some questions to anyone who has returned their tablet to ASUS for a refund.
1. When did you get a refund?
2. Why did you refund/What did Asus say?
3. Who organized your refund?
I have swapped out my Prime 3 times with Asus, and on my fourth and last swap, I received a tablet with dead pixels and EXTREME light bleed. It seems to me that Asus is using extremely low quality displays in this tablet.
So, I initiated a refund, and haven't heard anything since I gave my information.
Wonder how long it takes to hear back about sending the prime in? My prime and dock are sitting with me in their boxes, but I haven't heard anything about shipping it back?
Thanks!
I should think that, being on your 4th prime, they should respond - and refund - immediately and with no questions asked.
Sent from my Transformer Prime TF201 using Tapatalk 2
Four Primes?! Why did you even bother?
almightywhacko said:
Four Primes?! Why did you even bother?
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Haha i wanted the prime so bad. But I'm not paying 650 for it unless its perfect, so I tried and tried. Believe me I'm at the very end of my limit with this tablet.
I got a refund check a few days ago. My HDMI port stopped working, my dock wasn't assembled right and clicked a bit when you held it, and I had the standard GPS and WiFi issues. I had initially emailed ASUS's "escalation mailbox" and didn't get a reply for a long time so I PM'd Gary Key (the ASUS rep on this forum). He put me in touch with Hai Trat who offered me the refund that I'd requested. I emailed him copies of my receipt and within a few days I was told to send the tablet to their Fremont CA office with a prepaid Fedex label. I was issued an RMA number but it never worked with the RMA status checking site. Hai said I could contact him for status updates, and he was always very responsive. I sent it in on March 29 and got my check April 16. Compared to some people's refund experiences on here, it seems like mine went unusually smoothly...
Mine also went pretty well. I sent in my Prime and it sat in RMA for over a month. I contacted Asus and told them I was expecting more of a 14 day turn around. He told me he would get back to me (yeah right... right?).
The next day (Friday) I got an email stating that they were having a parts supply issue and would refund me. On Monday I received a call after I didn't reply asking if I had got the message and considered the offer. He talked me through different options and scenarios and I told him that I would think about it and get back with him soon.
A couple days later a Prime became available on Amazon so I took it and immediately started my refund procedure with Asus. I sent everything back and I waited a week after it arrived at there facility to call (mostly because I was busy). I received a prompt reply that the check was in the mail.
Unfortunately, Asus shipped many of the first batches to smaller retailers with explicit 'no refund' policies. In fact, my retailer had me sign a waver to that effect. I originally brought it back because of the GPS problem before finding out how common the problem was and they basically said I could send it back to Asus but that could take months... or they could swap it with the next available unit - which, it turned out, ALSO took over a month.
By then I realised the swapping it wouldn't fix the GPS problem so I cancelled the repair request.
Fortunately - GPS aside, it's been working well (knock wood).
TheWerewolf said:
Unfortunately, Asus shipped many of the first batches to smaller retailers with explicit 'no refund' policies. In fact, my retailer had me sign a waver to that effect. I originally brought it back because of the GPS problem before finding out how common the problem was and they basically said I could send it back to Asus but that could take months... or they could swap it with the next available unit - which, it turned out, ALSO took over a month.
By then I realised the swapping it wouldn't fix the GPS problem so I cancelled the repair request.
Fortunately - GPS aside, it's been working well (knock wood).
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Click to collapse
I am refunding it through Asus, not a retailer.
Guy/Gals,
Just trying to get a sense of how long a typical RMA cycle is. Please post how long in Days/Weeks/Months it took for you to get your Prime back from RMA.
I'm going through the process now and am currently waiting on my return authorization which I started yesterday.
Thanks
Seems different for everyone. Some wait a month, some 2 months, some dont get theirs for over 2 months. When I sent mine to CA for a replacement I had a new prime a week after mailing the old one. My TF101 went in for RMA recently and I didnt get it back for like 4 weeks
One other question - sorry.
Does Asus tell you what they found/fixed? It would be nice to know so we can post it here for others in the future.
It took less than a month for me (around 20 days). I am in Belgium and I had to send it to Czech republic. You will get a paper about what they did and what they changed.
Sent from my Transformer Prime TF201 using XDA Premium HD app
A friend sent his in for the green screen camera issue and it took a month to get back to him.
2 months + 5 days here
chugger93 said:
2 months + 5 days here
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WOW - what problem did you send it in for??
Two different RMAs for me, both for the green camera issue. Including shipping time, the first took four weeks (Feb. 2nd to March 1st), the second took nine weeks (March 17th to May 25th).
theandies said:
WOW - what problem did you send it in for??
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Cracked screen
Had to RMA mine for not being able to charge the tablet. Got the RMA number on the 19th, sent on the 21st received on the 22nd and it only took the one day to fix it. would of gotten it back within a week but Saturday delivery wasn't selected and of course memorial day set it back one more day. Really fast on my side but I'm going to have to send it back because the right side of the screen wasn't set correctly and is bowed out just a bit and I guess when they were opening it up they pried to hard on the tabs, or whatever those things are to the left and right of the USB connector and now there's a pry mark there. not a big issue but the tablet is no longer in 100% mint condition like it was before I sent it.
Forgot to mention the tablet is also rooted on .21 and they didn't say anything about it
I sent it on 2nd april and it returned on 12th april, with easter days in between. It was sent to czech republic, that is not so far from milan. It was also rooted but i didn't have to pay anything.
Sent from my Optimus 2X using XDA
Very happy, just got word they sent it out today. I will get it on Thursday. I think I sent it out on the 21st. +they received it on the 25th. So It's looking like 8 days not counting first and last shipping day.
I sat on my rma number for just under the 30 day limit. It was hard to let go. Lol
Sent from my EVO using Tapatalk 2
Axe-08 said:
Very happy, just got word they sent it out today. I will get it on Thursday. I think I sent it out on the 21st. +they received it on the 25th. So It's looking like 8 days not counting first and last shipping day.
I sat on my rma number for just under the 30 day limit. It was hard to let go. Lol
Sent from my EVO using Tapatalk 2
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Did you call them to setup the RMA or use the on-line form? I actually e-mailed them and they responded to do either. I used the on-line form but have not received an answer yet. I might have to call but I hate talking to people that just use a flow chart to do anything. Very annoying.
I had to email them twice before getting a rma number/ response.
Sent from my EVO using Tapatalk 2
Mine was at the service center here in Bangkok for two weeks for GPS & WiFi/BT problems (first batch.) I believe most of the delay was just waiting for the GPS dongle to arrive - when I went to pick it up with my pad, I asked if they'd fixed the WiFi/BT issue as well, which they hadn't, so they took it back and had it out to me, completely fixed, 30 minutes later.
That said, I wouldn't have known it was ready to be picked up if I hadn't called them every few days to check the status.
Never recieved anything about my on-line RMA request so I called them this morning. The customer service rep was good but you can tell she was just using a flow chart.
Shipped out my Prime today. I was suprised to get an e-mail with the postage paid by Asus via FedEx. I still had to pay for extra packing but that's OK. I hope this is a quick turn around. Wish me luck.
Sent my rma to dingotech the 9th of may, courier delivered it on the 10th,
rung them about the 18th, they said it would be finished and returned within 5 working days.
didn't hear anything about it for a week, repair agent is uncontactable by phone, and asus say that their behind by up to 3 weeks!
asus says dingotech only received it on the 28th of may, and could be up to another 3 weeks to see the end of it!!
current status according to my serial number is Repairing.
has said that since the 28th.
dingotech say they have escalated my repair as of the 1st (today) to same day diagnosis, maybe up to 3 working days if parts are required. do you think i can believe them?
the only reason i sent it in was because of the unknown serial number issue, causing OTA updates not to show up. its only 2 weeks old, before i sent it.
if only i was happy with just manual updates..... asus did ask why dont you just download them from the site.
Well it's the 6th. Asus received my Prime on Monday morning but ASUS RMA tracking shows that it has not been received. I'm calling them tomorrow but you would think their receiving software would be linked to their RMA status software somehow and update the RMA tracking database. My bet is if we could track our devices throughout the RMA process and not see major delays with no explanation the calls to Asus customer reps would be less. Asus_usa are you listening?
About 25 days
For me it only took about 2 weeks and I got it back in perfect working order. My guess is that it varies depending on what the issue is.