ASUS #1 Customer Service
1) Bought TFP.
2) Non existing GPS, super weak wifi (barely connected to router upstairs that even my 3 year old phone could connect to)
3) Called ASUS, guy said that the Prime actually has AGPS but not the GPS they advertised. So I complained and they offered me a refund.
4) I sent Prime in with expresspost and my own money hoping I could get my refund ASAP.
5) 3 days after Prime delivered, my RMA number still doesn't work. So I called them and they told me that they will escalate the issue and the RMA number will work within 1 week.
6) 1 week later. Surprise! Still doesnt work. Called them again. Guy gave me a new RMA number (which never worked). Told me that they are gonna repair my Prime and send it back. *Facepalm*. They told me that GPS can actually be fixed, I told them that that is stupid and I was promised a refund and that I already bought something. So then the guy said they will refund it.
7) Told me to wait for a email telling me to send in my invoice.
8) 2 weeks later. Guess what? No invoice BUT!! Surprise! They emailed me telling me that my Prime is being shipped back to me.
9) YAY! More dealing with ASUS.
So basically, now I wasted $50 shipping my Prime to RMA, $30 on a screen protector, $40 on a case, hours of calling ASUS and I still have not gotten my refund. It has been almost 2 months.
If anyone from ASUS reads this can you just give me my money?
UPDATE:
10) Called ASUS and asked why the hell they're shipping the tablet back to me. Told me I will get contacted within 48 Hours.
11) Get email two days later saying that they will buyback my Prime. Told me to email them my invoice and address to mail cheque. Finally I though.
12) Then later I get an email telling me to send my Prime in. WTF? It has been there since March 14.
13) Call ASUS again and ask WTF again. Say it is file and they will escalate the issue.
14) RMA numbers still don't work so I have no way of finding out what the status is.
15) Email ASUS and ask them why they sent me an email telling me to send my Prime in and that my Prime is already in their RMA center.
16) Get an email back from the same guy saying that they attached the shipping label for me to send my stuff back. =.=
Seriously ASUS. Do you feel any shame about your customer service? I can attach all the emails and the 2 RMA numbers that never worked and the shipping confirmation if you want.
I don't think I am ever buying from ASUS ever again.
Why do people contact Asus directly and expect them to fix everything and give you money back.. Maybe it works different in USA than in Sweden.
- If I buy a product and have problems I contact the store were in bought it.
- If the product don't work as expected I go to the store were i bought it and return it.
And why do people think that there will be a magical fix. Have been well known that the GPS isn't the best and that the WIFI is little weaker.
This things you notice after some days and you can make one of following decision
A.- Keep it and accept how it works
B - Return it and get something else that meet your needs.
I don't use the product for several weeks and spend most of the time complaining on the Internet how stupid Asus and everybody is that have "stolen" my money.
Asus Prime & Tapatalk
xGary said:
ASUS #1 Customer Service
1) Bought TFP.
2) Non existing GPS, super weak wifi (barely connected to router upstairs that even my 3 year old phone could connect to)
3) Called ASUS, guy said that the Prime actually has AGPS but not the GPS they advertised. So I complained and they offered me a refund.
4) I sent Prime in with expresspost and my own money hoping I could get my refund ASAP.
5) 3 days after Prime delivered, my RMA number still doesn't work. So I called them and they told me that they will escalate the issue and the RMA number will work within 1 week.
6) 1 week later. Surprise! Still doesnt work. Called them again. Guy gave me a new RMA number (which never worked). Told me that they are gonna repair my Prime and send it back. *Facepalm*. They told me that GPS can actually be fixed, I told them that that is stupid and I was promised a refund and that I already bought something. So then the guy said they will refund it.
7) Told me to wait for a email telling me to send in my invoice.
8) 2 weeks later. Guess what? No invoice BUT!! Surprise! My Prime has been shipped back to me.
9) YAY! More dealing with ASUS.
So basically, now I wasted $50 shipping my Prime to RMA, $30 on a screen protector, $40 on a case, hours of calling ASUS and I still have not gotten my refund. It has been almost 2 months.
If anyone from ASUS reads this can you just give me my money?
Click to expand...
Click to collapse
What an awful story. I can feel your frustration through your post. I really hope Asus or Gary can set things right for you.
Andreas527 said:
Why do people contact Asus directly and expect them to fix everything and give you money back.. Maybe it works different in USA than in Sweden.
- If I buy a product and have problems I contact the store were in bought it.
- If the product don't work as expected I go to the store were i bought it and return it.
And why do people think that there will be a magical fix. Have been well known that the GPS isn't the best and that the WIFI is little weaker.
This things you notice after some days and you can make one of following decision
A.- Keep it and accept how it works
B - Return it and get something else that meet your needs.
I don't use the product for several weeks and spend most of the time complaining on the Internet how stupid Asus and everybody is that have "stolen" my money.
Asus Prime & Tapatalk
Click to expand...
Click to collapse
Perhaps it does work differently over there. Because ASUS had promised that they would fully refund if people thought that their GPS feature was false advertising. And this is barely complaining. I simply listed what I am going through with ASUS right now. Perhaps after reading what Ive gone through you perceived that it was a negative experience and that ASUS stole my money. The fact is that my Prime has arrived in their facility since last month and I have gone through 2 RMA numbers that never worked and 4 phone calls to ASUS.
Andreas527 said:
Why do people contact Asus directly and expect them to fix everything and give you money back.. Maybe it works different in USA than in Sweden.
- If I buy a product and have problems I contact the store were in bought it.
- If the product don't work as expected I go to the store were i bought it and return it.
And why do people think that there will be a magical fix. Have been well known that the GPS isn't the best and that the WIFI is little weaker.
This things you notice after some days and you can make one of following decision
A.- Keep it and accept how it works
B - Return it and get something else that meet your needs.
I don't use the product for several weeks and spend most of the time complaining on the Internet how stupid Asus and everybody is that have "stolen" my money.
Asus Prime & Tapatalk
Click to expand...
Click to collapse
What he said.
Have you contacted Gary with your serial number and information? Others have done this and Gary has managed to help them very effectively.
Sent from my Galaxy Nexus using XDA
xGary said:
ASUS #1 Customer Service
8) 2 weeks later. Guess what? No invoice BUT!! Surprise! My Prime has been shipped back to me.
Click to expand...
Click to collapse
My question is since they said they can fix the GPS..... did they when you got your prime back?
junrider said:
My question is since they said they can fix the GPS..... did they when you got your prime back?
Click to expand...
Click to collapse
What I meant was that they sent me an email telling me that my Prime has been shipped to me. Sorry for the misunderstanding.
xGary said:
What I meant was that they sent me an email telling me that my Prime has been shipped to me. Sorry for the misunderstanding.
Click to expand...
Click to collapse
I just got my RMA email from support... Reading your email makes me real nervous about sending my TP in for service (broken connector\charger port).
---------- Post added at 04:01 PM ---------- Previous post was at 03:55 PM ----------
Andreas527 said:
Why do people contact Asus directly and expect them to fix everything and give you money back.. Maybe it works different in USA than in Sweden.
- If I buy a product and have problems I contact the store were in bought it.
- If the product don't work as expected I go to the store were i bought it and return it.
And why do people think that there will be a magical fix. Have been well known that the GPS isn't the best and that the WIFI is little weaker.
This things you notice after some days and you can make one of following decision
A.- Keep it and accept how it works
B - Return it and get something else that meet your needs.
I don't use the product for several weeks and spend most of the time complaining on the Internet how stupid Asus and everybody is that have "stolen" my money.
Asus Prime & Tapatalk
Click to expand...
Click to collapse
I agree that you shouldn't complain to high heaven about your, but I do expect a company to stand by there product... that means repair, replace and if necessary refund if the customer isn't happy.
Updates
go2mo2 said:
Have you contacted Gary with your serial number and information? Others have done this and Gary has managed to help them very effectively.
Sent from my Galaxy Nexus using XDA
Click to expand...
Click to collapse
Yes, and when you contact Gary, do it via email (not PM), include your contact info in the email, and be polite. The old saying holds true here: you catch more bees with honey.
I think part of the problem here in general is that ASUS has no formal process for managing returns like this. They don't sell to end users, and so giving refunds is probably a manual process within a pretty complex organization. While it seems to have gone (fairly) well for some, there are bound to be instances where the system breaks down.
I understand the frustration--I'd be pretty upset myself. All I can say is, I do believe that ASUS is trying hard to do the right things. It's just that this whole thing is being handled well outside of their usual processes, and that always causes problems with companies like ASUS.
OP is
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by asus.
I believe by March they had already taken GPS out of their list of features. That was done back in January. Sorry you are going through troubles with the refund though.
Sent from my Transformer Prime TF201 using xda premium
Related
Ordered mine last night and will be here tomorrow! Get it while its Hot! Free 1 day shipping folks!
http://www.officedepot.com/a/products/906853/ASUS-Eee-Pad-Transformer-Prime-TF201/
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Good luck. With the QC issues with this tablet you are brave ordering it online. I bought mine a best buy about 2 hours ago and it wouldn't even turn on. I swapped it out on site.
Sent from my SPH-D710 using Tapatalk
kingsway8605 said:
Good luck. With the QC issues with this tablet you are brave ordering it online. I bought mine a best buy about 2 hours ago and it wouldn't even turn on. I swapped it out on site.
Sent from my SPH-D710 using Tapatalk
Click to expand...
Click to collapse
** Hope you read in the forum about how you have to charge it first before it will actually turn on, if you received it DOA. My 2nd Prime was dead when I received it. I charged it for 2 hours then it finally turned on.**
No choice. I live in Eugene, Oregon. There is no prime in sight. Closes one is in Salem. Then Portland. I'm not that desperate. This will be my 3rd Prime though. Hopefully this will be the last. The first one I got from GS. It had little bleeding but that was about it (Kind of wished I had kept it). Second Prime had more issues with dead pixels, more light bleed and your on going wifi/BT issues. I really hope I'm done with it this time around. Please let this be the money shot!!!
Otherwise love the Prime
jjdevega said:
** Hope you read in the forum about how you have to charge it first before it will actually turn on, if you received it DOA. My 2nd Prime was dead when I received it. I charged it for 2 hours then it finally turned on.**
No choice. I live in Eugene, Oregon. There is no prime in sight. Closes one is in Salem. Then Portland. I'm not that desperate. This will be my 3rd Prime though. Hopefully this will be the last. The first one I got from GS. It had little bleeding but that was about it (Kind of wished I had kept it). Second Prime had more issues with dead pixels, more light bleed and your on going wifi/BT issues. I really hope I'm done with it this time around. Please let this be the money shot!!!
Otherwise love the Prime
Click to expand...
Click to collapse
I guess when you get this powerful of hardware for this price, you have to deal with some qc issues.
Sent from my SPH-D710 using Tapatalk
jjdevega said:
** Hope you read in the forum about how you have to charge it first before it will actually turn on, if you received it DOA. My 2nd Prime was dead when I received it. I charged it for 2 hours then it finally turned on.**
No choice. I live in Eugene, Oregon. There is no prime in sight. Closes one is in Salem. Then Portland. I'm not that desperate. This will be my 3rd Prime though. Hopefully this will be the last. The first one I got from GS. It had little bleeding but that was about it (Kind of wished I had kept it). Second Prime had more issues with dead pixels, more light bleed and your on going wifi/BT issues. I really hope I'm done with it this time around. Please let this be the money shot!!!
Otherwise love the Prime
Click to expand...
Click to collapse
It was the physical switch, you could "feel" the defect.
Sent from my SPH-D710 using Tapatalk
After seeing all the QC issue, I'll pass. Waiting for the next gen Galaxy tab. Retina display any one?
Got mine today from office depot. Perfect. No flaws or issues. Minus the gps being weak because they all have that issue. Ive got a serial number now WOOT WOOT
Sent from my Transformer Prime TF201 using xda premium
I'll pass on the quality issues and will also be waiting for 1080 displays.
Some silver lining to Amazon cancelling my November pre-order
racerex said:
I'll pass on the quality issues and will also be waiting for 1080 displays.
Some silver lining to Amazon cancelling my November pre-order
Click to expand...
Click to collapse
I am waiting for 4k displays
Sent from my SPH-D710 using Tapatalk
jjdevega said:
Ordered mine last night and will be here tomorrow! Get it while its Hot! Free 1 day shipping folks!
http://www.officedepot.com/a/products/906853/ASUS-Eee-Pad-Transformer-Prime-TF201/
Click to expand...
Click to collapse
Ordered one, thanks for info
MT4G_Slave said:
After seeing all the QC issue, I'll pass. Waiting for the next gen Galaxy tab. Retina display any one?
Click to expand...
Click to collapse
Waiting is all fine and well. But man I do not like the waiting game. Especially when there is something like this out now! Prime will be just fine for me. It does more then what I will use it for. It may have it's issues (just like any tablet you will come across in its infancy), but it's all being worked on and Asus is a great company.
You can wait but be prepared for issues as well when you do get that future tablet. While I will be enjoying my Prime time.
I ordered my prime from office depot on the 19th. They were the only retailer who had it in stock, online or otherwise. At the time they were offering free 3 day shipping and during the checkout said I would have it by the 23rd. Once it was finally shipped on the 21st, UPS said I would not have delivery until the 26th. Which was Ok but not really acceptable. By the 25th there had been no movement with UPS tracking for 4 days. I called UPS and asked them if this was normal and they said no, that the package is scanned at least every 24 hours. They told me to call Office Depot and they would need to initiate a trace on the package.
I called office depot and they said they would escalate my concern and I would hear something by the end of the day. In the mean time I got a notice from nowinstock.net that BestBuy had them in stock and I checked their website and my local store even had them on hand. While doing this I received an email from Office Depot regarding my package that was essentially lost:
Your order is scheduled for delivery 1/26 with UPS.
Scheduled For Early Delivery On:
Thursday, 01/26/2012, By End of Day
Originally Scheduled For Delivery On:
Friday, 01/27/2012, By End of Day
Here is your tracking number
Tracking # UPSG ***************
Thank-you,
Michael Duran
Phoenix Group
Customer Resolution Associate
Office Depot
602 S. 63rd Ave
Phoenix, AZ 85043
T: (623) 907-2410 ext 6195
F: (888) 907-9072
Since they failed to address my issue at all, I canceled my order and drove to Best Buy and bought my Prime. Love it. No issues that anyone else has reported at all. (Shadowgun THD is awesome).
Fair warning to anyone thinking about ordering from Office Depot. Their logistics seem off.
berdo said:
I ordered my prime from office depot on the 19th. They were the only retailer who had it in stock, online or otherwise. At the time they were offering free 3 day shipping and during the checkout said I would have it by the 23rd. Once it was finally shipped on the 21st, UPS said I would not have delivery until the 26th. Which was Ok but not really acceptable. By the 25th there had been no movement with UPS tracking for 4 days. I called UPS and asked them if this was normal and they said no, that the package is scanned at least every 24 hours. They told me to call Office Depot and they would need to initiate a trace on the package.
I called office depot and they said they would escalate my concern and I would hear something by the end of the day. In the mean time I got a notice from nowinstock.net that BestBuy had them in stock and I checked their website and my local store even had them on hand. While doing this I received an email from Office Depot regarding my package that was essentially lost:
Your order is scheduled for delivery 1/26 with UPS.
Scheduled For Early Delivery On:
Thursday, 01/26/2012, By End of Day
Originally Scheduled For Delivery On:
Friday, 01/27/2012, By End of Day
Here is your tracking number
Tracking # UPSG ***************
Thank-you,
Michael Duran
Phoenix Group
Customer Resolution Associate
Office Depot
602 S. 63rd Ave
Phoenix, AZ 85043
T: (623) 907-2410 ext 6195
F: (888) 907-9072
Since they failed to address my issue at all, I canceled my order and drove to Best Buy and bought my Prime. Love it. No issues that anyone else has reported at all. (Shadowgun THD is awesome).
Fair warning to anyone thinking about ordering from Office Depot. Their logistics seem off.
Click to expand...
Click to collapse
Sorry you had issues with the whole delivery thing. That really sucks.
My experience so far with OD is a positive one. I've already ordered from them online with my 2nd Prime and arrived as schedualed. This latest one is arriving today....
Glad your enjoying your Prime
I think it helps you that you are so close to the warehouse they were shipping from. But in the end, I got what I wanted. Just wish it would not have been such a big ordeal.
Yay just received mine No bright spots like the previous. So far no issues. Updating now. Didn't get the C1 serial # though. Still BC.
I got mine too, its perfect.
Wifi works great (On par with with my galaxy nexus)
and GPS has no issues
Hello,
My friend has received the one he ordered for me from officedepot on the 1/02/2012; but I don't have the S/N yet...
has anyone received a C1 SN from Office Depot yet?
Edit : I received the invoice from my friend this morning. The S/N is BCOKAS13xxxxx I hope it is a good serie....
Keep in mind Office Depot's notoriously bad return policy, especially with the poor qc from Asus on this product.
Sent from my SPH-D710 using Tapatalk
I received one from officedepot.com on Dec. 22 and returned it in early Jan due to the wifi,GPS, random reboot problems. If Asus ever gets it together I may try another.
Yesterday I saw two in stock at the local OD store, even though they didn't show online. I couldn't bring myself to try it again yet!
Sent from my $299 K1 Lenovo which does the job and the GPS is great.
Ordered mine from Office Depot on Friday. Still shows processing under the order status. Despite checking daily, it seems the only brick and mortar store in all of MN that carry's the TFP is Microcenter (despite there being tons of BB's and BB having their massive headquarters here). Last time MicroCenter had them in stock they sold out in less than a half hour, so online is my only option. I hope I'm not making a huge mistake buying this as a Valentine's present for my GF and I, especially buying online.
It looks like Office Depot has a 14 day return policy. Hopefully that gives me enough time to determine if my unit needs to be swapped out. Considering I placed my order on the 3rd, that leaves only 11 days at this point (provided their return period begins when you place the order.) With shipping, I'll be lucky to have a week to determine if it's good to go. I got to play with a friends TFP, absolutely loved it, but damn does this purchase have me on edge. Especially with my horrible Asus history...
Here's to hoping my experience goes as smoothly as some of yours.
Not sure why I keep reading about people RMAing their Primes for any of the MANY problems some of them have but the only thing people should be doing is returning them to the store they bought it from for a refund or exchange point blank bottom line.
1. It's Asus fault not yours the Primes had no quality control you deserve a brand new perfectly working unit that you paid $500 for
2. Why would YOU pay shipping knowing this? Come on people stand up for yourselves and don't be pushed around by this scrub company that has been making ridiculous excuses to customers calling in for support.
3. Asus does not even know how to fix many of the problems still so what do you expect them to do when you send them your Prime? so far I have been tracking those that RMA nearly a month ago and they STILL do not have theirs back and have been told they will have to wait another 20+ days because they don't have the parts to fix them.
P.S
If you are one of the poor souls waiting around for a serial # or ICS lockup fix shame on you for wasting your time Gary is just a messenger and does not have any answers and the way Asus is going with this whole launch I do not expect it to get any better anytime soon and you don't want to miss your chance to return your Prime,
the biggest reason people RMA'd their primes initially is most likely due to supply issues, many stores don't have a replacement device available for exchange, and if it's returned, there's no clear date on when one would get a replacement.
i replaced mine at gamestop but it took a couple weeks to get it all done.
i do agree that with obvious QC issues, asus should offer to pay for shipping both ways, since it's not easy for someone to get a replacement via their retailer.
adiliyo said:
the biggest reason people RMA'd their primes initially is most likely due to supply issues, many stores don't have a replacement device available for exchange, and if it's returned, there's no clear date on when one would get a replacement.
i replaced mine at gamestop but it took a couple weeks to get it all done.
i do agree that with obvious QC issues, asus should offer to pay for shipping both ways, since it's not easy for someone to get a replacement via their retailer.
Click to expand...
Click to collapse
I agree with this totally, I went the RMA way and return window is gone. Luckily thru a series of unfortunate events my was replaced early with a new model and only took 3 weeks to do it.
PrimeTimeBro said:
Not sure why I keep reading about people RMAing their Primes for any of the MANY problems some of them have but the only thing people should be doing is returning them to the store they bought it from for a refund or exchange point blank bottom line.
1. It's Asus fault not yours the Primes had no quality control you deserve a brand new perfectly working unit that you paid $500 for
2. Why would YOU pay shipping knowing this? Come on people stand up for yourselves and don't be pushed around by this scrub company that has been making ridiculous excuses to customers calling in for support.
3. Asus does not even know how to fix many of the problems still so what do you expect them to do when you send them your Prime? so far I have been tracking those that RMA nearly a month ago and they STILL do not have theirs back and have been told they will have to wait another 20+ days because they don't have the parts to fix them.
P.S
If you are one of the poor souls waiting around for a serial # or ICS lockup fix shame on you for wasting your time Gary is just a messenger and does not have any answers and the way Asus is going with this whole launch I do not expect it to get any better anytime soon and you don't want to miss your chance to return your Prime,
Click to expand...
Click to collapse
Good point. However, you're contradicting yourself here imo.
Amazon just got more (64GB, grey) in stock this morning. I called right away to exchange mine (dead GPS) and I'll have one from their latest batch tomorrow. Keeping my fingers crossed for a good one!
Why RMA? Because sometimes it's better to fix one problem than risk getting two from a new one.
Plus everyone's RMA has not been a bad experience. Some received their prime pretty fast also. I'd say only do an RMA if it truly warrants one. Not sending it in for some simple reason like my browser is running slow..lmao
Hello folks:
I received a replacement TF201 two weeks ago from ASUS after sending the original unit to them in mid-January for several issues. The replacement unit solved all of my initial concerns except for GPS - which is DOA unless WIFI is turned on. I decided to call ASUS today and see what they would say about the GPS issue now since more than a month has passed. ASUS has setup a new hotline in California for TF201 customers who have problems with GPS.
I spoke with Aaron a few minutes ago. He told me that the TF201 has an aGPS which means it must be connected to the internet to function properly. I clarified that my receipt indicates that the TF201 is indeed GPS and the products I looked at prior to purchase also stated GPS. At first, Aaron said there was nothing he could do to help me. I asked to speak with his supervisor and he changed his tune. He offered me a courtesy refund for the unit and any other accessories I purchased for it. A new RMA number has been issued to me and shipping is paid for. The refund will be issued when the unit arrives at the RMA facility.
Admin edit to insert Asus tel number 888-678-3688 in place of individual contact at Asus (Asus request)
Good luck everyone.
bought yours directly from Asus?
****ing_lukin said:
Hello folks:
I received a replacement TF201 two weeks ago from ASUS after sending the original unit to them in mid-January for several issues. The replacement unit solved all of my initial concerns except for GPS - which is DOA unless WIFI is turned on. I decided to call ASUS today and see what they would say about the GPS issue now since more than a month has passed. ASUS has setup a new hotline in California for TF201 customers who have problems with GPS.
I spoke with Aaron a few minutes ago. He told me that the TF201 has an aGPS which means it must be connected to the internet to function properly. I clarified that my receipt indicates that the TF201 is indeed GPS and the products I looked at prior to purchase also stated GPS. At first, Aaron said there was nothing he could do to help me. I asked to speak with his supervisor and he changed his tune. He offered me a courtesy refund for the unit and any other accessories I purchased for it. A new RMA number has been issued to me and shipping is paid for. The refund will be issued when the unit arrives at the RMA facility.
Admin edit to insert Asus tel number 888-678-3688 in place of individual contact at Asus (Asus request)
Good luck everyone.
Click to expand...
Click to collapse
Good post! Thanks for the info. I know a lot of people will appreciate it.
chivas228 said:
bought yours directly from Asus?
Click to expand...
Click to collapse
Nope. I bought it at Canada Computers. My return period ended on January 6th and so this is a special opportunity to resolve the GPS issue.
same here but hai trat is helping me they will also refund your tablet and dock
Sent from my Transformer Prime TF201 using Tapatalk
****ing_lukin said:
Hello folks:
I received a replacement TF201 two weeks ago from ASUS after sending the original unit to them in mid-January for several issues. The replacement unit solved all of my initial concerns except for GPS - which is DOA unless WIFI is turned on. I decided to call ASUS today and see what they would say about the GPS issue now since more than a month has passed. ASUS has setup a new hotline in California for TF201 customers who have problems with GPS.
I spoke with Aaron a few minutes ago. He told me that the TF201 has an aGPS which means it must be connected to the internet to function properly. I clarified that my receipt indicates that the TF201 is indeed GPS and the products I looked at prior to purchase also stated GPS. At first, Aaron said there was nothing he could do to help me. I asked to speak with his supervisor and he changed his tune. He offered me a courtesy refund for the unit and any other accessories I purchased for it. A new RMA number has been issued to me and shipping is paid for. The refund will be issued when the unit arrives at the RMA facility.
Admin edit to insert Asus tel number 888-678-3688 in place of individual contact at Asus (Asus request)
Good luck everyone.
Click to expand...
Click to collapse
Cool story bro.
Just kidding. This is how one should handle one's self when dealing with Customer Service. Yelling and *****ing and threatening won't work. Be polite, and only use the supervisor card as a last resort.
Good job getting a partial refund.
Itaintrite said:
Good job getting a partial refund.
Click to expand...
Click to collapse
Full refund. Purchase price + local tax.
****ing_lukin said:
Hello folks:
I received a replacement TF201 two weeks ago from ASUS after sending the original unit to them in mid-January for several issues. The replacement unit solved all of my initial concerns except for GPS - which is DOA unless WIFI is turned on. I decided to call ASUS today and see what they would say about the GPS issue now since more than a month has passed. ASUS has setup a new hotline in California for TF201 customers who have problems with GPS.
I spoke with Aaron a few minutes ago. He told me that the TF201 has an aGPS which means it must be connected to the internet to function properly. I clarified that my receipt indicates that the TF201 is indeed GPS and the products I looked at prior to purchase also stated GPS. At first, Aaron said there was nothing he could do to help me. I asked to speak with his supervisor and he changed his tune. He offered me a courtesy refund for the unit and any other accessories I purchased for it. A new RMA number has been issued to me and shipping is paid for. The refund will be issued when the unit arrives at the RMA facility.
Admin edit to insert Asus tel number 888-678-3688 in place of individual contact at Asus (Asus request)
Good luck everyone.
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Good stuff thanks for # I was dealing with this same call center in CA Gary Key had them contact me # was a little different.
Anyone else have success getting a refund?
I got a full refund in the UK with Comet based on the GPS issue. I had a couple of dead pixels and a slight creak on the right hand side. I had it for a few weeks and then through calling Comet with the issue they offered me a full refund even though it was past the 7 days. They checked with Asus first and then allowed me to get the refund.
jdbaker82 said:
Anyone else have success getting a refund?
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Not me - I just learned about this yesterday. The refund will be processed when the unit is received at the RMA facility.
Asus has had my Prime and Dock for over a month now and I have yet to see a refund this is getting ridiculous.
jdbaker82 said:
Anyone else have success getting a refund?
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No way i'm giving that awesome tablet away ever again But great to see ASUS is doing this.
i'm curious what people think they could do if they had GPS instead of aGPS?
even if you had standard GPS which downloads GPS info from the satelites, its still useless with out an internet connection because everything that uses GPS needs internet to download map data.
the only thing that your GPS would be good for is a compass if you had GPS instead of aGPS.
now you could probably say that's not true and you would purchase and download an app that comes with downloadable maps that doesn't require internet connectivity but lets be honest, who uses anything besides google maps?
i'm glad you got a refund and went about it the calm and collected way (you get more bees with honey is the saying)
just boggles my mind how many people really think that they NEED GPS instead of aGPS. so many people honestly think that their device will give them map directions with out internet and only GPS connectivity (i'm not saying you think that)
it really sounds like a lot more people have buyers remorse and found a great loophole to get their money back or people that have to have the latest device and want an easy fast way out so they can get the next latest and greatest.
Asus SHOULD be giving money back if people demand it thats the proper thing to do since technically their box and documentation states GPS not aGPS.. i just wish more people wouldnt cry about GPS like that really made their experience that much worse than aGPS.
(hmm lets count how many times i said gps and agps lol)
jdbaker82 said:
Asus has had my Prime and Dock for over a month now and I have yet to see a refund this is getting ridiculous.
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Same Here. But ...
ASUS Corporate in California received my Prime on 2/24. Mine was shipped to ASUS Fedx overnight, paid by ASUS. I have a delivery receipt for it.
Called ASUS yesterday to find out where the refund check was because I was told that a check would be sent to me 3 days after ASUS received my Prime.
Well would you believe that the internal ASUS mail department never sent the package on to the person that the package was addressed to! The Prime spent three weeks in ASUS receiving. My contact at ASUS had to call the ASUS receiving department to find the package and have it sent to her. Yes this sounds like the other post about a "circus".
So hopefully on Monday, March 19th a check should be sent to me by overnight delivery.
I just hope that the ASUS shipping department isn't the same group as the ASUS receiving department.
(hmm lets count how many times i said gps and agps lol)[/QUOTE]
For the record, I haven't sent my Prime for refund... yet. I still may RMA once more to see if I can get GPS that locks on anything.
cfl.htc.hd said:
Same Here. But ...
ASUS Corporate in California received my Prime on 2/24. Mine was shipped to ASUS Fedx overnight, paid by ASUS. I have a delivery receipt for it.
Called ASUS yesterday to find out where the refund check was because I was told that a check would be sent to me 3 days after ASUS received my Prime.
Well would you believe that the internal ASUS mail department never sent the package on to the person that the package was addressed to! The Prime spent three weeks in ASUS receiving. My contact at ASUS had to call the ASUS receiving department to find the package and have it sent to her. Yes this sounds like the other post about a "circus".
So hopefully on Monday, March 19th a check should be sent to me by overnight delivery.
I just hope that the ASUS shipping department isn't the same group as the ASUS receiving department.
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Well expect more delays because mine was processed and received and my refund was approved and passed on to accounting 3 weeks ago (confirmed by the In care of I sent the package to. TRINITY) and I still have yet to see my check that like you said was supposed to be sent within 3 days. I get a strange feeling I will never see my money back from Asus
nextelbuddy said:
i'm curious what people think they could do if they had GPS instead of aGPS?
even if you had standard GPS which downloads GPS info from the satelites, its still useless with out an internet connection because everything that uses GPS needs internet to download map data.
the only thing that your GPS would be good for is a compass if you had GPS instead of aGPS.
now you could probably say that's not true and you would purchase and download an app that comes with downloadable maps that doesn't require internet connectivity but lets be honest, who uses anything besides google maps?
i'm glad you got a refund and went about it the calm and collected way (you get more bees with honey is the saying)
just boggles my mind how many people really think that they NEED GPS instead of aGPS. so many people honestly think that their device will give them map directions with out internet and only GPS connectivity (i'm not saying you think that)
it really sounds like a lot more people have buyers remorse and found a great loophole to get their money back or people that have to have the latest device and want an easy fast way out so they can get the next latest and greatest.
Asus SHOULD be giving money back if people demand it thats the proper thing to do since technically their box and documentation states GPS not aGPS.. i just wish more people wouldnt cry about GPS like that really made their experience that much worse than aGPS.
(hmm lets count how many times i said gps and agps lol)
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What a Croc that post is
My Phone is agps yet I have travelled to Spain from UK & Back (over 1500 miles each way ) guided by phone using route 66 & never once used internet connection ,infact had all data disabled
A-gps just helps it get lock quicker
jdbaker82 said:
Well expect more delays because mine was processed and received and my refund was approved and passed on to accounting 3 weeks ago (confirmed by the In care of I sent the package to. TRINITY) and I still have yet to see my check that like you said was supposed to be sent within 3 days. I get a strange feeling I will never see my money back from Asus
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Did you have to wait a long time to speak to Trinity? I've been waiting a week to talk to her.
Sent mine for RMA on 2/14 and my tablet sat there for 16 business, 23 calendar days (holiday included) with no movement from the waiting status. It was sent in for WiFi, GPS and the HDMI port mainly. The repair center is a joke and I could go on and on about the countless phone calls and the broken promises of someone will call you back or email you or your status should change in 24-48 hours. Yeah right, never happened once. It took them a week just to show it on their repair status inquiry site.
I PMed Gary and he put a Customer Care manager on it and while that was beginning the repair center agreed to send my prime back to me (took an additional 7 days just to do that) as I said I would rather have it back then to wait until whenever they get parts or replacement units. I am very happy to have it back. It's the same as when I sent it in but I have control of the situation once again. When they sort out what the heck their doing to repair these things I'll deal with it then.
All I can say now is how nice it was to receive the call from Trinity saying she is personally handling my case and whatever decision I make for repair, replacement or full refund for tablet, dock and any accessories she will make it happen. Gary certainly put the right people on it for me and has turned around a very difficult, (saying it nicely) situation with the service center to one of recommending again (can't believe I'm saying that) based solely on my opinion that 50% of the service center people seem to care and 100% of the 501 area code people I've spoken with are just awesome. I think 501 area code is Arkansas but anyways, can't say it any better for them. I'll be making my decision Monday but seeing how they will send the tablet to me first, with a credit card for security, and they'll open it up and check it out before sending, it should be an easy decision for the replacement unit. Just have to get over the GPS.
Hey XDA friends
(i posted this on reddit an hour ago, but i think it will be read by more people here)
I have to let some steam off today...
TL;DR: worst customer support i have ever experienced!
Long story:
23.11.2011 ordered my prime via amazon 16.01.2012 received my wonderful Prime
in the first week the scratch resistant gorilla glass started to come off the bezel and lcd, on the top of the tablet. clearly being a manufacturing issue because the "glue-strip" holding it together was displaced on the top and on the side.
1.Feb: Contacting Amazon, they propose to send it directly to asus for faster repairing 1.Feb: ordering Asus Pick-up service 2.Feb: UPS fetches the package
so far so good. now the fun part starts:
7.Feb: checking online for repair-status. It sais: "Waiting for customer reply OOW-CID" (i had not received any mail or call) I called ASUS asking whats happening. They told me that i should have received a mail from the technician with an estimation of the costs. And it will be best to talk to him for any details regarding warranty issues. He will tell the technician to contact me again.
8.Feb.: writing an email to Asus customer support, explaining the issue and why it is not OOW CID (out of warranty, customer induced damage)
9.Feb: Support writes back: there will be an investigation, and in a few days they will make the desicion.
10.Feb.: i get a mail from the technician with the estimate of costs (95€ if i do nothing and have it sent back to me, 260€ to change the lcd) it was obvious the technician had not yet received the investigation mails from customer support
15.Feb: i send a copy of all my support mails to the technician explaining what is happening.
20.Feb: again mail to customer support that this is unacceptable and i will contact the Consumer Protection Board.
20.Feb: he answers: he hasn't heard back yet, and asks for more time.
23.Feb: 2 registered Letters (Amazon, Asus) telling them that they have 2 weeks for a satisfactory statement regarding this issue, until then the Consumer Protection Board will be informed.
29.Feb: Support supervisor writes to me that my Prime will be repaired free of charge. (warranty) the repair info site tells me "final testing"
2.Mar: the repair info site tells me: waiting for customer reply OOW-CID i write mail to the support supervisor.
2.Mar: he tells me i have to do nothing, they are waiting for a replacement part.
11.Mar: i mail him again asking for an update and if there is an estimate when i can get my tablet back. And that if they can't tell me when, maybe they shoult think about replacing the whole prime and send me a replacement.
It seems that the Transformer 700 series are out solving all Prime issues at the same Price. And i invested in a highend tablet in November not beeing able to no even touch it for more than one week!
Its now the 15.Mar. with no email or phone contact. WTF i just want to live in peace!
Maybe i can post this somewhere else where it has more impact ^
P.S.: If Asus reads this, please don't hesitate to contact me...
My only question would be, why did you send it off for repair in the first week of ownership as opposed to getting a replacement or refund?
At first i was contacting amazon.
They told me that they can't guarantee me a replacement item in the next months due to empty stocks etc. And suggested to send it in to Asus directly....
thats why
I received my Prime around the same time from Amazon. Had I needed service on it I probably still would've sent it back to them for a replacement, since they had more in stock and ready for shipping by the end of Jan.
It's all moot now...hope it comes back to you soon and properly working.
I will remember to opt for a slightly longer wait and full replacement / refund as opposed to "repairing" it. I'm often impatient with such things, so would have done the same you did and been even more screwed.
Its pathetic, you have purchased a device you can't use and its not your fault - its Asus' fault.
Hope you get it all sorted soon! I would be dieing waiting to get my tab back.
Sent from my 7 Mozart T8698 using XDA Windows Phone 7 App
PM Gary Key a link to this thread.
IMO this is categorically unacceptable. If this were MY employees fouling up my company's reputation like this someone would get a 1 month vacation w/o pay just as fast as I could find out who's responsible for this charlie foxtrot.
Unreal. One horror story after another. This whole thing has been a mess from the start. (not your situation, but everything involving the TP) I don't think I will be buying another ASUS product. Certainly not within the first 6 months of release...
Thanks for all the kind words!
I PMed Gary and i will post the updates
newellj79 said:
Unreal. One horror story after another. This whole thing has been a mess from the start. (not your situation, but everything involving the TP) I don't think I will be buying another ASUS product. Certainly not within the first 6 months of release...
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Same here! It's horrible the product was so rushed its not funny I really hope a few people got fired because of choices they made to push this product.
Sent from my PG86100 using Tapatalk
While no company gets it right 100% of the time, we are seeing some re-occuring themes in both the inconsistency of getting accurate information and the time taken to do actual repairs. You do tend to learn most about a company when something goes wrong. It seems pretty clear that the experience with Asus is pretty variable. It also seems to vary significantly from country to country. When I got my transformer repaired last year (for a faulty right speaker) I did have a pretty positive experience other than a minor lack of communication whereby Asus didn't pass on the delivery address to the courier company when they came to pick up the tablet (which delayed things by a day). The OP certainly hasn't been treated in a way that is consistent with their brand promise for 'persistent perfection'. They can't turn the clock back, but they can show they're learning. Many of the quality control issues that affected the original transformer was repeated with the Prime. So they better get it right with the future Pad 300, PadFone and Infinity models
However, regarding the transformer 700 (Transformer Pad Infinity). We've only seen the prototype that was shown off at CES, so we only know what is supposed to be fixed. Certainly, I can imagine in light of the issues with weak/more directional wi-fi and the ability of GPS that Asus would given these a lot more scrutiny. But who's to say at this point what issues (quality control related or otherwise) that the Infinity model is going to have. According to Asus on their UK facebook page, it won't be out until June at the earliest. Realistically, based on the availability of the original transformer and now the Prime that probably means July/August for actual physical stock. Also, based on what we know at this point, it won't be the same price as the Prime; there's $100 premium.
Robert
Dont they only have 30 days to repair otherwise they HAVE to send a new one? I think it is part of their warranty.
OP: Out of curiosity... you didn't happen to send the unit in for repair in their Jeffersonville, IN facility did you?
I've had a few 'experiences' with that facility, and my suggestion to most people, is if they tell you to ship it to that facility, demand it be shipped to another. (keep escalating it if need be) The other repair facilities I've encountered zero problems in... Jeffersonville, on the other hand, seem to hire the Geek Squad rejects.
Upside is that from what I've gathered, Jeffersonville seems to be a 3rd party repair facility for ASUS... so while I blame them for keeping them employed, I don't blame ASUS's techs.
@ Shadowlore
OP: Out of curiosity... you didn't happen to send the unit in for repair in their Jeffersonville, IN facility did you?
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Nope, currently it's in the Czech Republic, Europe.
@06g35meister
Dont they only have 30 days to repair otherwise they HAVE to send a new one? I think it is part of their warranty.
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is this for real?? i don't think so otherwise i would have got one already. (if it works automatically)
Based on the "Not a Best Buy Prime" thread, I called Amazon about my Prime (purchased Feb 2012) and complained that it had gotten steadily worse and that Asus wasn't helping any. I demanded a new unit.
They found that Prime was out of stock and they had no timeline for return of stock. So I asked them to refund, and they agreed. Its not even going to be store credit! I just got the return labels emailed to me, and I'll soon get back my 650$!
I'm one thoroughly satisfied Amazon customer who'll gladly say goodbye to Asus!
ir87 said:
I'm one thoroughly satisfied Amazon customer who'll gladly say goodbye to Asus!
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Considering all the Prime issues. Asus should have just put out their own Trade Up program. I don't think many people would have had an issue trading in their Prime + some $ for a TF300 or TF700.
Great if true, between BB and Amazon....this product should have a 80+% return rate.
Thanks ir87 for the tip-off. I was just able to get a return/refund granted for my January Amazon order as well. However, this was not a standard procedure. For what its worth, here are the specifics of my experience:
First, I am a Prime member. I think that grants you some leeway. This was a 20-minute conversation with them. The call had to be transferred a couple times and supervisor approval was required to "bend the rules". All I did was explain all the problems that I have had, that I had already returned one TF201 within 30 days and that after the second one I tried resolving the issues with the manufacturer and that they stalled and gave me solutions that were worse than before (firmware updates and the GPS dongle). I told them that the manufacturer was unwilling or unable to fix the problems and that I was simply tired of dealing with them, and that I hoped to get a refund and never deal with Asus again. I remained friendly, and courteous throughout the call, never made demands, and was grateful for anything they could do for me. I did not tell any white lies like many in the Best Buy thread have done, and simply told it how it was. I do not believe that Amazon will continue to grant refunds for these once they see a pattern, but it never hurts to ask! Amazon ultimately wants their customers to be happy.
I am still looking at options, but I will probably replace my TF201 with a Samsung Note 10.1 combined with a Bluetooth keyboard. My Nexus S phone is made by Samsung, and I believe that they make a reliable well-thought-out product. I will never give money to Asus again, no matter what, and I will be steering clear of this Tegra chipset crap as well.
ebuyer
Ebuyer told me
1. Call Asus on 0870 1208340 with your date of purchase and the serial number of the product.
2. Explain the problem and tell them you need a fault log number for Ebuyer.com, they will ask you to do a few tests depending on the product. In most cases Asus will solve the problem directly with you and/or send out any replacement parts that are needed.
3. If Asus are unable to do this for you they will then provide you with a fault log number.
4. Please forward this onto our email address [email protected] with your RMA request number in the subject line (e.g. subject: 0781234).
5. We will then authorise your return and you will be sent the necessary emails needed to book a courier to come and collect the faulty item from you, once we receive this back we will turnaround your request within 3 - 5 working days.
However as I am over 6 months - I would not get a FULL refund by prorata (about -£50)
Wish there an easy option - such as a trade up program -as it is not a nice feeling with everyone returning theirs... or the impression at least!
cmccracken said:
Thanks ir87 for the tip-off. I was just able to get a return/refund granted for my January Amazon order as well. However, this was not a standard procedure. For what its worth, here are the specifics of my experience:
First, I am a Prime member. I think that grants you some leeway. This was a 20-minute conversation with them. The call had to be transferred a couple times and supervisor approval was required to "bend the rules". All I did was explain all the problems that I have had, that I had already returned one TF201 within 30 days and that after the second one I tried resolving the issues with the manufacturer and that they stalled and gave me solutions that were worse than before (firmware updates and the GPS dongle). I told them that the manufacturer was unwilling or unable to fix the problems and that I was simply tired of dealing with them, and that I hoped to get a refund and never deal with Asus again. I remained friendly, and courteous throughout the call, never made demands, and was grateful for anything they could do for me. I did not tell any white lies like many in the Best Buy thread have done, and simply told it how it was. I do not believe that Amazon will continue to grant refunds for these once they see a pattern, but it never hurts to ask! Amazon ultimately wants their customers to be happy.
I am still looking at options, but I will probably replace my TF201 with a Samsung Note 10.1 combined with a Bluetooth keyboard. My Nexus S phone is made by Samsung, and I believe that they make a reliable well-thought-out product. I will never give money to Asus again, no matter what, and I will be steering clear of this Tegra chipset crap as well.
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Several points here match my experience. I'm a Prime account holder too (Amazon Prime, that is), and I use it pretty heavily. As such, I usually have purchases worth about 30$ with them every month.
Second, I also remained courteous and friendly. I straightaway acknowledged that I knew this was well past the return window. I made that point that the device had become worse since that 1 month period, especially with new updates. I was asked if Asus was not willing to help. I told them that several users online could back up my claim that many issues remained unresolved even after RMA.
I also started the conversation with making a request for a replacement, not a refund. Before they found out that they were out of stock, replacement with a new Prime was what I was offered. If they do get it back on stock, I think they might just replace, instead of refunding. This is worth keeping in mind.
I was never transferred to a new person, but they did discuss this with a supervisor. At no point was I asked for specific problems that I had (which indicated to me that they were aware of these issues), and at no point was I asked to justify or argue for my request. The entire process was smooth, which strengthens my opinion that Amazon is aware of these issues with the Prime.
I'm also happy that this happened at this time. The tablet market is exploding, and a huge number of options are becoming available.
I can confirm I also got them to give me a full refund, I am ordering the 700. I got transfered to an Indian woman who refused, I then asked for her to transfer me to a supervisor in the US, she did. I explained I contacted Asus and that there wasnt any fixes for my issues that it was hardware related and the only reason I kept the tablet was Asus promised to fix, which they can't. He said there are exceptions to the rules, hes send me the return label now. Printing label now!
Edit:My prime was from May and I am not a Amazon prime member, I made it a point that Asus can't fix the issue with the Prime even after contacting them, there is no fix, period.
Woohoo! Finally get to say goodbye to this POS! Amazon just approved my full refund! Hopefully it doesn't take long to process. Not really sure if I want to buy another ASUS product but the Infinity is tempting. I have been reading bad reviews on the Note 10.1.
Purchased December 2011
Sent from my Transformer Prime TF201 using XDA Premium HD app
SFG said:
Woohoo! Finally get to say goodbye to this POS! Amazon just approved my full refund! Hopefully it doesn't take long to process. Not really sure if I want to buy another ASUS product but the Infinity is tempting. I have been reading bad reviews on the Note 10.1.
Sent from my Transformer Prime TF201 using XDA Premium HD app
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Did you say Asus can't fix it, thats its a hardware issue not software and then they said ok? I just don't trust Samsung and their ypdates, the abandon their products pretty quickly.
PS. My infinity will be here tomorrow, I ordered overnight shipping and they deliver on Saturdays here.
Ready2Mosh said:
Did you say Asus can't fix it, thats its a hardware issue not software and then they said ok? I just don't trust Samsung and their ypdates, the abandon their products pretty quickly.
PS. My infinity will be here tomorrow, I ordered overnight shipping and they deliver on Saturdays here.
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I really didn't say too much other than Asus support never provided. They initially offered me a 50% discount and I told them that was unacceptable. When I asked for a supervisor, they put me on hold for a few minutes and then came back and said it was authorized for a full refund.
Only reason I am a considering a tf700 is the dock and resolution. The Note just seems to gimmicky. Is there another comparable tablet not made by asus?
Sent from my Transformer Prime TF201 using XDA Premium HD app
Has anyone of you unlocked their prime?
Sent from my HTC Desire Z using XDA Premium HD app
demster said:
Has anyone of you unlocked their prime?
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My Prime was rooted but not unlocked. I unrooted it and did a factory reset before shipping it back to Amazon.
Anyone done this on an unlocked Prime from the UK Amazon?
Sent from my Transformer Prime TF201 using XDA Premium HD app
Well it looks like my infinity is a dud right out of the box. It boots to nvidia logo then shuts off. I'm hoping it just needs to charge for a little bit. @&*()(*#&#)(@_)(@*[email protected]*@_)*@&#&$$
Looks like it just needed to get some juice, but it does have some light bleed, I will continue to post as I use it
Edit: Update on my Infinity. Looks like Amazon has pulled them because of the quality of the item. Mine has a problem where it doesnt seem like the screen is seated properly on the bottom left hand side. I don't have to use any force to make it move in and out about an 1/8of an inch. It's right next to the micro hdmi, headphone and speaker hole, it's like it's hollow there or something.
They know about the issue and thats why its pulled.
Just wondering, for those who were successful in trading it in, did you guys call or did online chatting with their rep? Does it matter?
daniel60104 said:
Just wondering, for those who were successful in trading it in, did you guys call or did online chatting with their rep? Does it matter?
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I had them call me feature, first person was in the US, she transfered me out of country and the Indian lady refused, I then asked to be transfered to a US supervisor who listened, made an exception to the rule and here I am with an Infinity that the screen moves on, and now Amazon has pulled their whole inventory because of customer complaints. They stated it could be up to 2 weeks before the issue is resolved, and if they can't get it resolved it will be removed from their inventory.
Ready2Mosh said:
I had them call me feature, first person was in the US, she transfered me out of country and the Indian lady refused, I then asked to be transfered to a US supervisor who listened, made an exception to the rule and here I am with an Infinity that the screen moves on, and now Amazon has pulled their whole inventory because of customer complaints. They stated it could be up to 2 weeks before the issue is resolved, and if they can't get it resolved it will be removed from their inventory.
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Update: Just called them and Amazon rep said that an exchange is impossible and a refund will be given once I return the product. Quite speedy, didn't have to get transferred or anything!
I just told them about the weak WiFi/no GPS issues (and how ASUS did not solve anything) and immediately the refund is approved. The reps apparently are told to just process the refund for us as the rep pretty much implied it.
I did it for mine and my friend yesterday over Amazon chat. Told them about the manufacturing defects and asked if I could get it exchanged, they said they could not exchange it but they could refund me if I return it. Both our primes were purchased from the warehouse back in March.
daniel60104 said:
Just wondering, for those who were successful in trading it in, did you guys call or did online chatting with their rep? Does it matter?
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I called
Sent from my SPH-D710 using xda premium
3 weeks ago I got them to give me a full refund for my prime purchased back in march. They made an exception as well. After receiving it they charged a 20% restocking fee. I called them back up and they refunded the rest no problem. Good luck to anyone else who tries.