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Well, got my Prime back yesterday. I sent it in two weeks prior due to the screen seperating from the back along the top edge. Needless to say, after seeing some of the threads around here, I was not exactly expecting the best. However, I did the RMA and got ASUS to pay for the shipping and I just paid for the box...and, within two weeks, the Prime arrived back, fixed, no creaks, no light bleed other than the tiny bit down by the home and menu icons that was always there, and in fine working order. The wifi even "seems" a little stronger. I haven't done any scientific tests but it works better and faster downstairs than it did before. So, I am pretty pleased that the issue is resolved.
I'm still a bit leary of the tablet since it started coming apart on it's own, and time will tell, but I can at least say the RMA experience went about as well as it could have.
Wow thats the quickest turn around I've seen from Asus. But I guess your issue was regarding the bezel and did not require any engineering tests. Some of the top tabs were probably broken causing the bezel to separate from the purple back. They probably just put a new bezel and sent it right out.
cyberhound said:
However, I did the RMA and got ASUS to pay for the shipping and I just paid for the box...
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did you have to do or say anything special to get them to pay for shipping?
also did you send yours to texas or a different location?
jaypm said:
did you have to do or say anything special to get them to pay for shipping?
also did you send yours to texas or a different location?
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Went to Texas. As for the shipping...during the conversation with the CS rep, I likened paying for shipping on the 25 day old tablet which was under warranty to my buying a new car, having it break on the side of the road in the first year due a major mechanical issue and then having to pay for towing. Yes, someone has to pay to get the car to the dealership (and that may be me up front), but if the problem is a warranty problem, then I would expect to be reimbursed. So, asked that if I paid to get the tablet to Texas, would I be reimbursed if the tablet had a warrantable defect. I was told no, but then the CS rep offered to have shipping paid for if I covered the boxing. I took the deal.
I had a really positive RMA experience as well. Like some other members here, I was contacted by ASUS_USA via pm and was told to return the tablet for RMA but when they found out that I already have an outstanding RMA (called in couple days earlier) they offered to send in a replacement instead of fixing mine. I gladly accepted the offer.
Asus covered both way overnight shipping via Fedex and I received my shiny new TP within 10 days.
P.S. I sent mine to Asus US HQ i.e. California.
That's just not right. I've been waiting 3 Weeks and they still haven't done anything, I've started calling every other day. And I paid to ship it. Needless to say i'm very jealous...
Sent from my DROID RAZR using XDA App
My RMA has been sitting since 02/01/12 in WB5 waiting status for wifi and gps issues.
I am not sure if Asus has changed their RMA mailing policy or that I just got lucky but a few days ago I also had to create an RMA. After the CSR and I came to the conclusion that my unit was indeed defective he immediately created a prepaid shipping label to Texas and emailed me both the RMA and Fedex label. At no time did I have to haggle for a prepaid shipping label. He just automatically did it without asking.
I was courteous and friendly the whole hour while on the phone with him so maybe that helped?
For those who are curious as to why I had to RMA, I believe a cable for my primes display popped out of its socket. Consequently the unit still ran as usual but I was unable to see images unless I plugged my tablet to a monitor via hdmi. I was hesitant to open up my prime in fear of scratching the unit and sadly my return window with Newegg passed just 2 days prior, so my only option was to RMA.
Hope that helps others looking to RMA.
I'm having a horrible time so far with mine. I sent it in because 1) the power adapter wasn't charging after being plugged in and 2) the plastic piece inside the power (dock) port broke off when I was trying to plug it in.
It took 3 days after I sent it in for status to change to WF4 (customer induced damage). I called the phone number, and they told me to wait for an email about it. Two days later, I get the email. I reply to protest, and get a prompt response From Megan Nesmith saying that they were going to check with the technician. That was a week ago, and I haven't heard anything back even when I've emailed asking for an update twice.
I called the phone number again, and they couldn't tell me anything. Theoretically, my case has been "escalated" and they'll be contacting me soon, but who knows how long that will take.
So at this point, I have no idea what's going on with it. I'm just hoping they don't ship it back to me like they threatened to in the original email about it (if I didn't pay by 2/14).
What town in Texas are you sending to?
jbarboni said:
That's just not right. I've been waiting 3 Weeks and they still haven't done anything, I've started calling every other day. And I paid to ship it. Needless to say i'm very jealous...
Sent from my DROID RAZR using XDA App
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same here 3 weeks and no status change
hogwilson said:
What town in Texas are you sending to?
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The service senter in Grapevine, TX. Admittedly I am very nervious from all the horror stories that I have looked over. However, so far all is well.
I had the same problem and sent mine in, i should be getting it back tomorrow also just about a two week turn around in terms of repairs. I just had a quick question, mine was only in repair for about one day according to there tracking thing. Is that normal for this type of repair. I know ill have it tomorrow but i'm just curious if this is a simpler fix then i realized. Either way it will be great to finally have it back and hopefully in perfect working order.
Noev said:
I had the same problem and sent mine in, i should be getting it back tomorrow also just about a two week turn around in terms of repairs. I just had a quick question, mine was only in repair for about one day according to there tracking thing. Is that normal for this type of repair. I know ill have it tomorrow but i'm just curious if this is a simpler fix then i realized. Either way it will be great to finally have it back and hopefully in perfect working order.
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mine was in house for two days before it got opened, but only a day in repair status, and then shipped.
Sent mine out on the 24th of January, in repair status on the 27th. No status change on february 14th, called ASUS and case got escalated, to find out what was the hold up. Got email that very night with a fedex tracking number, says will be delivered on the 16th. Keeping fingers crossed everything is working right.
By the way problem was WIFI/BT drop issue. When I called tech support the first time, they talked me through a hard reset, which did not fix problem, then received a call later that day, rep immediately setup rma and sent me shipping info which ASUS paid for. All I had to do was provide the shipping box.
Very happy with customer sevice, hopefully will be happy with tablet too.
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.
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Good post! Thanks for the info. I know a lot of people will appreciate it.
chivas228 said:
bought yours directly from Asus?
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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.
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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.
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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.
For those that RMA the TF201 more recently (ie after the supposed extra parts for wifi/bt were in) what was the turn around time for repairs. They received my tab March 26th, had to wait the full 7 business days and got escalated as no update on April 4th. Since yesterday, April 5th it now says "repairing" and conveniently it says the tab was only received April 5th. So I was wondering; to get an average, after it says repairing how long should I wait before calling in to ask? How long did yours take? There is no estimated completion date in the system. I apologize if this was asked I did a search and could not find the information after the "we need more parts" issue. Thanks!
Mine has been at their facility for 16 days so far, just says "repairing" like yours. They took almost six days after delivery to even acknowledge receipt of my tablet. It's been at "repairing" ever since. I suspect they're just stalling for time, not actually doing anything with them at the moment. Customer support doesn't know anything and just tries to hurry you off the phone with some vague bs about "well maybe it has already been repaired" and the website taking "up to seven days to update." Even if that's the case, that just means they're sitting on a big pile of repaired Primes and not mailing them, because they're supposed to send you a tracking number.
Also, this probably should be in Q&A, not General, lol.
Mine took a week. 2 days to fix and 3 days to ship back to me
Mine took 30 days, good luck. Oh and my new one sucks too
gsmsosv said:
Mine has been at their facility for 16 days so far, just says "repairing" like yours. They took almost six days after delivery to even acknowledge receipt of my tablet. It's been at "repairing" ever since. I suspect they're just stalling for time, not actually doing anything with them at the moment. Customer support doesn't know anything and just tries to hurry you off the phone with some vague bs about "well maybe it has already been repaired" and the website taking "up to seven days to update." Even if that's the case, that just means they're sitting on a big pile of repaired Primes and not mailing them, because they're supposed to send you a tracking number.
Also, this probably should be in Q&A, not General, lol.
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From what I saw the Q&A is geared towards mods, fixes, etc. Not Asus repair issues. That's why I put it here.
2 weeks exactly from me shipping it, to it being returned to my door repaired...camera issue
Sent from my Transformer Prime TF201 using XDA
neo1738 said:
For those that RMA the TF201 more recently (ie after the supposed extra parts for wifi/bt were in) what was the turn around time for repairs. They received my tab March 26th, had to wait the full 7 business days and got escalated as no update on April 4th. Since yesterday, April 5th it now says "repairing" and conveniently it says the tab was only received April 5th. So I was wondering; to get an average, after it says repairing how long should I wait before calling in to ask? How long did yours take? There is no estimated completion date in the system. I apologize if this was asked I did a search and could not find the information after the "we need more parts" issue. Thanks!
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I sent mine on March 15. They did not acknowledge the receipt of the delivery till I escalated the complaint on March 23. They posted as "WAITEX" and nothing happened till I complained again on April 1. Then they decided to offer me the Buyback option on April 4. I returned all the accessories that came with the TFP to them on April 5. I am now waiting for the cheque to come, hopefully in 2-3 weeks.
seems to me like a week after they at least acknowledge receipt is a good place to start complaining. I'm just envisioning this taking as long as I let them.
Update: called today and they said they will send them a request to "expedite" my repair as the tab has been at their facility for 2 weeks now. I'll let you know when I have an update.
How did you manage to get that? When I asked why mine was still under "repair," the guy I talked to tried to push me off the phone and refused to respond to anything else I said.
gsmsosv said:
How did you manage to get that? When I asked why mine was still under "repair," the guy I talked to tried to push me off the phone and refused to respond to anything else I said.
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1) The device was at their facility for 9 business days. Over 2 full weeks since received (this is counting "Good Friday" as a holiday and not business day). I made special note to the CSR that even though RMA said they only received the unit on 04/05 it was misleading, and that was just the date they updated the system. I let the know in fact my device has been at the repair facility for over 2 weeks and I was just looking for an updated time frame on when it would be done. I offered the Fed Ex tracking # confirming what I had told them. (This seems to be key, they didn't ask for it before and I had to tell them I had it, they will go to fedex.com on their own and check your validity). They offered to expedite repair process for me.
2) Received shipping notification it's on it's way home! Bought the dock while she was gone so I'm excited to try that combo out. I'll let you know when I receive it but got a "standard fed ex" tracking #.
Update: Got it back, they changed the screen for me to get rid of the mura. Looks great! Actually there was a little play in the bezel area before but that is gone so the repair guys did a good job there. They also "helped" the bt wifi issue i now get 2Mbps dl instead of 300kbps while transferring a bt file. Overall I'm happy and it took 18 days from receipt till back in my hands, this was with Good Friday (assuming they don't count that as a business day) in between and 2 escalations to check the status. Long story short they actually repaired my device, I took tons of pics and videos before sending and while unpacking for nothing (honestly rather have it that way) and be prepared for a 3 week hit.
Sent from my new dock/tab combo...love it!
Hmm. I might be one of the lucky ones?
RMA# issued on 4/5/2012
Shipped via Fedex (paid by Asus) on 4/5/2012
First Delivery Attempt failed on 4/6/2012 (Business closed - Easter Friday)
Second Delivery Attempt failed on 4/9/2012 at 10 am (Business closed - Easter Monday).
Third Delivery Attempt successful on 4/9/2012 at 3:15 pm.. (I thought they were closed?)
RMA Status: Repairing - 4/10/2012-4/11/2012
RMA Status: Ready for Shipping - 4/12/2012 (today).
So it's been 1 week since I shipped it out, and I lost a few days cause of the Easter holiday. My problem was that my Prime wouldn't turn on unless it was connected to the AC charger - most likely a battery issue.
Hoping it ships out tomorrow, which means I should have it by Friday or Monday.
Edit: And it shipped out today (4/12/2012) and I have a Fedex shipping number. Standard Fedex shipping so probably wont get it till Monday.
neo1738 said:
Update: Got it back, they changed the screen for me to get rid of the mura. Looks great! Actually there was a little play in the bezel area before but that is gone so the repair guys did a good job there. They also "helped" the bt wifi issue i now get 2Mbps dl instead of 300kbps while transferring a bt file. Overall I'm happy and it took 18 days from receipt till back in my hands, this was with Good Friday (assuming they don't count that as a business day) in between and 2 escalations to check the status. Long story short they actually repaired my device, I took tons of pics and videos before sending and while unpacking for nothing (honestly rather have it that way) and be prepared for a 3 week hit.
Sent from my new dock/tab combo...love it!
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You're not in Europe, I think...
I'm waiting for a new screen for the same problem (mura effect).
I've sent mine exactly a month ago, RMA strarted 3/16, then they told me the screen was ordered 3/20, and I'm still waiting for it. Hope they will send mine back early..
Perhaps the time for turn around has to do with the issues the tablet is experiencing. Those who are sending it in for items other than the gps, bt, wifi seem to be getting their units back faster. It could be a parts issue or they could be trying to stretch out the repair process as they wait for whatever possible solutions Asus comes up with.
Mine wasn't in for the RF related issues, I sent it in because of a flash partition failure (or something). I just got emailed a Fedex tracking number. I can't wait to see what took them 23 days to replace.
I would definitely agree that the bt/wifi issues seem to make the repair take longer. I initially got the RMA for the screen knowing the bt/wifi could make it take longer. Then decided screw it, if it's going in I'm asking them to fix all the problems. They replaced screen as expected and 3 parts to the wifi module (sponge, wifi, something else) which did increase the wifi by 5x during bt transfer, but that 5x is still only 10% of max internet speed. I'll take 1.50-2Mbps over 300kbps at least I can now use bt headphones and watch youtube/netflix/etc.
To other screen guy I'm US.
RMA in WB5 state
today is my 3rd business day into RMA. Status has changed from repairing to "Waiting-[WB5] Wait for Repair\Test\Aging"
Does anyone have experience on how long does the tablet remain in this status generally?
Since I did not know what WB5 meant, I googled for all RMA waiting statuses from ASUS. Here is the list I found so far
Waiting-[WB1] Wait for Material/Spare Parts
Waiting-[WB2] Wait for Swap/Exchange
Waiting-[WB3] Wait for internal Advise
Waiting-[WB4] Wait for internal CB process
Waiting-[WB5] Wait for Repair\Test\Aging
Waiting-[WB7] Wait for Technical Support From ASUS
WB5 = Missing specialized components for repair
update on my tablet's RMA case (for replacing LSD screen having bright pixels):
Spoke to CSR today, and he informed me that since my tablet had gone from "repairing" status to a "WB5" status, it means that there are some specialized components that are missing, on which repair is pending.
He gave no estimate on by when can ASUS get all parts to complete repair, apart from usual 10-14 business days. In short was completely unhelpful.
Gosh, why did i send my precious tablet for RMA... never thought all the horror RMA stories will apply to my case... guess, i was wrong.
Regretting that I sent my tablet... miss it so much already.
^ I suggest that when they're ready to ship it out you ask them to ship it via overnight shipping.
I got my RMA-ed Prime back fairly quickly, but it was sent back to me via normal Fedex ground... I opened it and found a huge crack in the screen and a dent in the bezel. (Thread here: http://forum.xda-developers.com/showthread.php?t=1604835)
I'm thinking that less ppl ship overnight, so there's less chances of damage to your Prime during the shipping process.
Here's my story. Sorry it's long, but I'm hoping someone sees it who might be able to help
I got a Prime for Christmas, delivered on Dec. 24th. I fell in love with it almost immediately. Used it multiple times daily, both at work and at home. Sure, the GPS wasn't great, but I didn't care. And, I didn't have any of the Wi-Fi problems other had. I was feeling awesome about the thing, recommended it to all my friends, etc. Unfortunately, towards the end of January, the camera stopped working. I called Asus, and they were very friendly in walking me through the various things they wanted me to try, before giving me an RMA.
Although I admit I didn't ask for them to pay, I was disappointed that I had to pay myself to ship the tablet to the Texas repair facility. On Monday, February 6th, I bundled it up well, and sent it by priority mail (with insurance) for about $20. It arrived a few days later, and I started checking the status online. I watched is sit and sit and sit in "WB5-Waiting for Repair/Testing" status for two full weeks, with absolutely no change. At that point, I decided to get in touch with Asus, as that seemed kind of unreasonable. It did the trick - I filled out the contact form online, and the very next day they repaired it and shipped it back to me. I got it on March 1st.
I went back to the typical usage, and everything was great! Great, until March 17th, when the EXACT SAME problem occured - a non-functional camera, with the same symptoms as before. I immediately called Asus, got another RMA number, and asked them to pay for shipping this time (which they did). I was out of town at the time, but once I got back I took it to the local Fedex office, where they packaged it, attached my shipping label, and sent it off. It took almost a week for Fedex to get it from Seattle to Milpitas, CA, but then it arrived on the 4th of April (signed for by an "A. Vargas").
Since then, I've been unable to get any information on the RMA Status website. I've called three times, and each time I've been assured they do, in fact, have my tablet, and that the site should be updated within the next day or two. I've passed out of my RMA month-long window, but the people on the phone keep telling me that's okay, that they really do have it, and everything will be fine. I called again yesterday, and as per usual, they said "it'll be fine, check the website, and if it doesn't update in a few days call us back."
Is my tablet just missing? Do they think it's in TX instead of Milpitas? How is it even possible that it got delivered on the 4th and nothing's happened yet? At this point my prime has been either in transit or with Asus for more time than I've actually had it. PLEASE, can anyone help?
My tablet has been in their facility since 5 weeks ago. I have had two RMA numbers and neither have ever worked.
Sorry to hear about your troubles. This exact scenario is one of the (few) advantages that there is with buying Apple products. You have a problem with something, you can take it into the store and they usually will replace it for you right then in there if you are under warranty and what not. In addition, ASUS (along with most other manufacturers) will require that the consumer pay the shipping for sending in an RMA. Don't get me wrong, I hate Apple dearly but it can be frustrating dealing with these situations and having to be without something for an extended period of time.
Unfortunately I don't think there is much anyone is going to be able to do for you. The only suggestion I would have is getting in touch with Gary Key (via email... not PM). There seems to be a definite negative trend here as far as RMA turn around time goes with the Prime.
Yep, definitely frustrating. And the thing is, I still would totally recommend the Prime to anyone looking for a good, quick tablet - my wife has one, too (both BCOKAS), and hers has been perfect so far!
Agreed, frustrating to send it in and have them have it for over 2 weeks. when the device came out less than a few months ago..., they have had mine since the 13th, its in WB5 status right now, i will wait til next week until i give them a call or email gary to have it expedited...time is money right? i paid for a 64gb along with a dock 600+150+tax...
chinly43 said:
Here's my story. Sorry it's long, but I'm hoping someone sees it who might be able to help
I got a Prime for Christmas, delivered on Dec. 24th. I fell in love with it almost immediately. Used it multiple times daily, both at work and at home. Sure, the GPS wasn't great, but I didn't care. And, I didn't have any of the Wi-Fi problems other had. I was feeling awesome about the thing, recommended it to all my friends, etc. Unfortunately, towards the end of January, the camera stopped working. I called Asus, and they were very friendly in walking me through the various things they wanted me to try, before giving me an RMA.
Although I admit I didn't ask for them to pay, I was disappointed that I had to pay myself to ship the tablet to the Texas repair facility. On Monday, February 6th, I bundled it up well, and sent it by priority mail (with insurance) for about $20. It arrived a few days later, and I started checking the status online. I watched is sit and sit and sit in "WB5-Waiting for Repair/Testing" status for two full weeks, with absolutely no change. At that point, I decided to get in touch with Asus, as that seemed kind of unreasonable. It did the trick - I filled out the contact form online, and the very next day they repaired it and shipped it back to me. I got it on March 1st.
I went back to the typical usage, and everything was great! Great, until March 17th, when the EXACT SAME problem occured - a non-functional camera, with the same symptoms as before. I immediately called Asus, got another RMA number, and asked them to pay for shipping this time (which they did). I was out of town at the time, but once I got back I took it to the local Fedex office, where they packaged it, attached my shipping label, and sent it off. It took almost a week for Fedex to get it from Seattle to Milpitas, CA, but then it arrived on the 4th of April (signed for by an "A. Vargas").
Since then, I've been unable to get any information on the RMA Status website. I've called three times, and each time I've been assured they do, in fact, have my tablet, and that the site should be updated within the next day or two. I've passed out of my RMA month-long window, but the people on the phone keep telling me that's okay, that they really do have it, and everything will be fine. I called again yesterday, and as per usual, they said "it'll be fine, check the website, and if it doesn't update in a few days call us back."
Is my tablet just missing? Do they think it's in TX instead of Milpitas? How is it even possible that it got delivered on the 4th and nothing's happened yet? At this point my prime has been either in transit or with Asus for more time than I've actually had it. PLEASE, can anyone help?
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As always, PM Gary from one of his many sticky threads. He's a busy fella, but leave an email address, a link to this thread, and maybe a much shorter description, and he'll make sure something more than tier 3 support scripts are done about it.
Sent from my Transformer Prime TF201 using XDA Premium HD via my tethered HTC Vision
Vargas signed for mine too when I shipped my rma out last Monday and it arrived overnight on Tuesday. My rma status hasn't changed on the website one bit. Still says they haven't received it yet which clearly they have.
chugger93 said:
Vargas signed for mine too when I shipped my rma out last Monday and it arrived overnight on Tuesday. My rma status hasn't changed on the website one bit. Still says they haven't received it yet which clearly they have.
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How did yours get there overnight? Mine took over a week to get from Wisconsin to California. Did you pay for overnight. Asus paid for my shipping but is was on a slow FedEx bus, lol....
at this points why does anyone send it in for rma? go buy another one and take the bad one back if you still have the original box. the retailer isn't losing any money. asus deserves the return.
knives of ice said:
at this points why does anyone send it in for rma? go buy another one and take the bad one back if you still have the original box. the retailer isn't losing any money. asus deserves the return.
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because some people bought it when it first came out a couple of months ago, meaning no returns?
Mine is in WB5 too
Even my tablet is in WB5 waiting status as well... yes, it frustrating. The CSRs do not have any visibility into turnaround times, or any clue why it's in waiting state. Its a waste to call them.
smrsxn said:
Even my tablet is in WB5 waiting status as well... yes, it frustrating. The CSRs do not have any visibility into turnaround times, or any clue why it's in waiting state. Its a waste to call them.
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when did you send it in and when did they receive it?
my understanding is you have to give them 7 full business days after receipt before they will "escalate" the issue to have it updated. Then expect to wait another 1-2 business days for that to happen. If it is past say 10 business days get on the phone and tell them that you are no longer concerned with the updating website as much as why it's taking so long to repair. Tell them you would like them to expedite the repair as they have had your tab for x amount of days. Also make sure when you call you offer them the tracking # so they can look it up. None of the CSRs took me seriously and I had to offer this to them, then they took me seriously. The warehouse won't update as received until the day they start repairing the unit, so Asus CSR see's that as the date of receipt, which in fact could be 2 weeks later than they actually received it. Why they wouldn't ask "do you have a tracking #" is beyond me. They "escalated" the no update thing, 24 hrs later it was updated. 2 days later called to ask why mine was still in "repairing" with no update any my tab being with them for over 2 weeks and they "expedited" repair. 2 Days later it was "shipped" back to me. Hope it helps!
B-Mod said:
How did yours get there overnight? Mine took over a week to get from Wisconsin to California. Did you pay for overnight. Asus paid for my shipping but is was on a slow FedEx bus, lol....
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When I talked to ASUS I told them this was my 2nd RMA and the 1st one took 5 days to get it out to Cali. I told them I wanted overnight, as this was unacceptable. They complied and gave me the shipping label.
kwazytazz said:
because some people bought it when it first came out a couple of months ago, meaning no returns?
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Ya I bought mine back in Dec from BB...so I doubt they'd take it back
Milpitas vs. Grapevine - Camera repair
Chinly43....Wonder why we have two different repair locations for the same problem
wow.. your prime RMA for the camera defect was directed to Milpitas CA on 3/17.. My RMA for the same problem was directed to Grapevine TX on 3/23.. I just sent my prime in on 4/18..a few days ago, since I couldnt part with it.
It is now on its slow way via FedEx ground to Texas.. I am in San Francisco and shipping it to Milipitas would have made too much sense.. I could drive it there in a short while... Now I am worried that we have our repairs criss crossing the country trying to find a repair location..
RATS
sharkfinmoy said:
Chinly43....Wonder why we have two different repair locations for the same problem
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Mine went to Grapevine the first time. I was hopeful that sending it to Milpitas just meant they were going to replace it (rather than trying to fix it), and that it would be quicker. Clearly that's not the case.
And as for returns - mine was from Gamestop in December. I have their no questions asked, costs $70, two-year return guarantee or whatever. I actually called them first, and they didn't have any in stock, otherwise I might have done it. I still want to have this tablet, I just want a working one.
chinly43 said:
Mine went to Grapevine the first time. I was hopeful that sending it to Milpitas just meant they were going to replace it (rather than trying to fix it), and that it would be quicker. Clearly that's not the case.
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hope you get your prime back soon...I have just taken the first step by sending it out. Good luck to you.
kwazytazz said:
when did you send it in and when did they receive it?
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The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
smrsxn said:
The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
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Honestly having been there for today being the 5th business day. Even for ASUS I think you're asking much wait till 2 weeks passes say next Friday before bothering Gary. It is perfectly understandable for them to need 1 week to do a repair considering the volume I'm sure they're dealing with. 2 weeks, now their starting to test their luck and anything past THAT should be escalated to Gary or CSR. If everyone that had a week long RMA bothered Gary he would have 5x as many emails as he currently does.
smrsxn said:
The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
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same as me, RMA said it was received on 4/13 but fedex tracking said it was shipped to them on 4/12, its been in WB5 state ever since... ill wait til monday before calling in and maybe causing a ruckus lol
neo1738 said:
Honestly having been there for today being the 5th business day. Even for ASUS I think you're asking much wait till 2 weeks passes say next Friday before bothering Gary. It is perfectly understandable for them to need 1 week to do a repair considering the volume I'm sure they're dealing with. 2 weeks, now their starting to test their luck and anything past THAT should be escalated to Gary or CSR. If everyone that had a week long RMA bothered Gary he would have 5x as many emails as he currently does.
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not sure if you are defending asus/gary by telling us not to email him lol but yeah wait 2 weeks? crazy I havent seen a RMA take more than a week... with any of my gadgets, computer parts and anything really...
I sent my tf201 in for an RMA at the beginning of the month because the screen had started to separate, and made a horrible creaking sound whenever I picked it up. So it got back to me a week later (good turn-around time)... just to find the touch screen itself not functioning correctly. Worse yet, that creaking sound was not only still there, but now a new even louder sound was coming from the top right hand side, which when pressed caused a light-bleed like effect on the screen near the bezel. So not only was the touch screen not responding to touch, but the screen itself was not even placed on correctly or something worse had occurred. I rma'd it again a couple days later (about a week ago), and now they have my tablet listed as CID (customer induced damage ). The service center of course could give me no further information... and I am terrified after spending $680 on the tablet and dock (with taxes), that now I am going to get set back another 200$. Anyone else have a similar story with Asus RMA? I have read a few threads about wifi issues and the like, but to have the tablet returned simply not functioning, and then be told it was your fault, seems a bit outrageous.
Even worse RMA service...
I received mine for a "Christmas" gift during the whole initial release backorder problems...
Keyboard Dock only fully recognized about 25-30% of the time. I get the gift receipt for the Dock from the in-laws, go to Best Buy, Best Buy orders me a replacement that shows up about a week later.
Replacement dock has same issues, so I sign up for a VIP account and go to RMA the tablet (since it's now out of return period) through the website. RMA form captcha doesn't work. Keep trying for a week (no time to call between work/school/prepping house to sell) and still doesn't work. Find out later that the captcha is broken on Chrome/Firefox, but only on Mac. Weird.
Finally get RMA in early March. Send tablet to Asus on March 14th, they sign for it on March 19th. They enter it as "received" on March 26th, 9 days on the dock. After a phone call April 2nd, they send it back on April 17th.
I receive it and the keyboard dock works beautifully! I use the dock to do a full wipe/reset, set up all my accounts, etc. I get off work and go to use it in class as just a tablet? I have a 1" wide stripe of dead digitizer at the bottom of the screen (portrait). I e-mail ASUS immediately (Tuesday April 24th) and it is STILL marked as unread in their ticket system as I type this.
Anyone have any tips for getting this elevated? I'm going to try calling the 24-hour line right now... At this point, I want a new unit in my hands to verify it works before I send them back this one.
OS I am sorry to hear about your device, unfortunately I seem to be having a similar issue with mine. It sounds as if there is a faint creaking/popping sound coming specifically from somewhere around the right top(ish) area whenever I handle the device. My fear is that this is a precursor to something worse. I contemplated sending it in to Asus, but after all the horror stories I have read online I am absolutely terrified of letting them handle even such a small and simple issue.
To be absolutely honest, Asus typically manufacturers quality products and the Prime is no exception. However despite their quality products their service seems to be an absolute and utter nightmare. For the amount of money we spend on this product service should be top notch. Sadly enough service is a costly endeavor and repairs don't come cheap. That is no excuse though, and Asus should in all accounts not only fix these problems at their own expense in a quick and timely manner, but they should also release a thoughtful apology for those who have been wronged!
I am still waiting for them to get back with me. The CSR told me it was CID, but I never received any email explaining exactly what they believe I did in the hours I had it between RMAs. They have "escalated" the claim two times now, and I did receive a call from someone saying they would email the service center and ask them to hurry up. I was also politely told if I have further issues, I could write a letter to Asus in California. I now think that was not sarcastic but the only way I might ever see a functioning tablet come out of this.
rvest: good luck...
They finally got me an RMA number after 8 days and covered shipping. Hopeful for the end result, but not holding my breath on the result, though.
Biggest suggestion I can give anyone for an RMA.
DO NOT EMAIL THEM AT ALL ABOUT YOUR PRODUCT. Your support goes much faster and it usually better(In my experience) if you CALL THEM!
Almost...
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
rvest said:
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
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+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
kwazytazz said:
+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
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That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
rvest said:
That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
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How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
kwazytazz said:
How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
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I guess it's luck of the draw.. depends on who answers the phone.. most want you off the phone asap because the service company gets paid by the number of calls they take..