Help please! Very frustrated with RMA - Asus Eee Pad Transformer Prime

So I sent my tablet in on 4/8th and it was received by asus on the 12th according to the Fedex tracking, but shows the 13th. Thats fine a day to register it...
I waited 14 business days, called to have it escalated, they told me someone was going to call me in 24-48 hours. Ok i patiently waited, 48 hours passed no contact via email nor phone.
I called again, this time I spoke to a supervisor he assured me that an email was sent to the tech center, and I would have to wait 24-48 hours for them to contact me. OK I waited patiently again since a supervisor assured me...
Now today, 48 hours have passed, I contacted them again, they said theres nothing they can do but wait 48 hours and if no one contacts me then call back...
it seems like i'm giving the runaround waiting 2 days then 2 days then 2 days...
I tried to contact Gary Key via PM and Email but he hasnt contacted me back over 2 weeks, same with Hai Trat...
Any suggestions? I'm thinking to file a BBB complaint and go to small claims court...

Yeah, Asus support has pretty much guaranteed they are now on my no buy list...
Tried to register my Asus (open box) and it was already registered. They keep telling me they will delete the info so I can register it and get the dongle, but every time I try it says serial number already registered.
It's like at least a week between each reply too, and in poor English. Not impressed. Good luck on your RMA!

More and more horror stories. Not surprised.
It's really a sh*t show over at Asus.
People should only RMA their tablet if there are major problems with the tablet. Not just things like dead pixels, random restarts or weak wi-fi. Not worth the risk.

wifesabitch said:
More and more horror stories. Not surprised.
It's really a sh*t show over at Asus.
People should only RMA their tablet if there are major problems with the tablet. Not just things like dead pixels, random restarts or weak wi-fi. Not worth the risk.
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Well, mine was a major thing, the camera didn't work, had a green screen... I can live with crappy wifi and no gps..but come on now...dead camera -_-

well after Hai Trat replied back to me on my email, it was shipped back out to me the next day. just got a shipment notification from fedex.. lets hope my tablet is in one piece

Hopefully yours won't come back with the backplate scratched up. Still waiting to hear from Asus on that.

GMC7000 said:
Hopefully yours won't come back with the backplate scratched up. Still waiting to hear from Asus on that.
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i had a invisible shield on the backplate...so unless they remove it, i should be ok I HOPE

honestly it's not ASUS service so to speak that is bad, its is their contracted repair centers. Problem is since they contract out they don't have any idea as to the inner workings of the repair centers. So when we call all they can do is send them emails and hope they respond. I do agree this is still not acceptable and they need to really rethink how they contract/who they contract out.

neo1738 said:
honestly it's not ASUS service so to speak that is bad, its is their contracted repair centers. Problem is since they contract out they don't have any idea as to the inner workings of the repair centers. So when we call all they can do is send them emails and hope they respond. I do agree this is still not acceptable and they need to really rethink how they contract/who they contract out.
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Agreed, but since it was their choice of contracted repair centers, I believe the blame is on them... A huge company like Asus ...contracting 3rd rate repair centers? Really shows how much they care about their customers TBH. There's no way in hell I would purchase another Asus product in the future, even if they were the only company to have a keyboard dock. It is not worth the hassle, in the case of something going wrong with the product and waiting a whole month to get it back. IMHO.

Waiting-[WF4] Wait for Customer Confirmation-CID\OOW 2012/04/06
One month at this stage.. Two months total.. I used the tablet for two weeks, don't even remember how it looks like anymore.. Consumer advisors etc. have contacted asus and nothing happens. They refuse to repair it in/out of warranty, they refuse return my money.. Or in fact, they do not directly refuse, they just promise to "look into it"

Reisrdok said:
Waiting-[WF4] Wait for Customer Confirmation-CID\OOW 2012/04/06
One month at this stage.. Two months total.. I used the tablet for two weeks, don't even remember how it looks like anymore.. Consumer advisors etc. have contacted asus and nothing happens. They refuse to repair it in/out of warranty, they refuse return my money.. Or in fact, they do not directly refuse, they just promise to "look into it"
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Two months really?!
Mine has been in RMA for 1 month to date (today) and I thought I had it bad.

chugger93 said:
Two months really?!
Mine has been in RMA for 1 month to date (today) and I thought I had it bad.
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It's now almost 3 month for me. One one my primes had a broken glass, I paid for it, but so far I only get different answers, from is ready to be shipped to no spare parts or it goes out tomorrow. I contacted now my lawyer.
Definitely the last time I bought something with an Asus Label on it.

Mine went into the Europe centre (Slapanice, CzR)on 26th April with screen mura - says it's ready for shipping today, exactly 14 days. If it is back within the week that won't have been too bad; though it has been a very frustrating due to the lack of information bout the whole process that's available from the RMA progress site and the fact that the support email team have no access to what's going on in the repair centre, but moreover because of my own tendency to check on the status 5 times a day. Of course it's still not in my hands yet...

dgjl said:
Mine went into the Europe centre (Slapanice, CzR)on 26th April with screen mura - says it's ready for shipping today, exactly 14 days. If it is back within the week that won't have been too bad; though it has been a very frustrating due to the lack of information bout the whole process that's available from the RMA progress site and the fact that the support email team have no access to what's going on in the repair centre, but moreover because of my own tendency to check on the status 5 times a day. Of course it's still not in my hands yet...
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Don't want to destroy your hopes, but mine was ready to ship on the 15th March.

damn, I don't know how you guys wait so long...after 14 business days, I was calling them every 1-2 days, emailing asus reps every 1-2 days until they responded.. i waited for a month to get it back and its coming back tomorrow... got it in jan...ridiculous waiting for a whole month ya know? they aint gonna pay me back for depreciation on the tablet if i were to sell it...

jupppo said:
Don't want to destroy your hopes, but mine was ready to ship on the 15th March.
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It's got a tracking number as of this morning - so my hopes are still partially alive...

Well just a quick update, I got my tablet back today, and holy **** I am so lucky I had a invisible shield for my backplate, because there is A WHOLE ****LOAD of scuff marks on the back......and the metal part near the charging port was bent but I fixed it by pushing it back... and it seems like I have more light bleed than before. There was only a little bit of light bleed on the top right corner when i sent it in, now theres light bleed on the bottom right and bottom side......grr. oh well, lesson learned. never buy anything Asus no more.

kwazytazz said:
Well just a quick update, I got my tablet back today, and holy **** I am so lucky I had a invisible shield for my backplate, because there is A WHOLE ****LOAD of scuff marks on the back......and the metal part near the charging port was bent but I fixed it by pushing it back... and it seems like I have more light bleed than before. There was only a little bit of light bleed on the top right corner when i sent it in, now theres light bleed on the bottom right and bottom side......grr. oh well, lesson learned. never buy anything Asus no more.
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Lol, they may have left a rubber stopper between the screen and battery again
Ridiculous, I almost want to contact the BBB on the repair centers doing the work, not ASUS

I just got mine back from rma, looks like all is well, but will have to see whether i get ota after the next update.

buxtahuda said:
Lol, they may have left a rubber stopper between the screen and battery again
Ridiculous, I almost want to contact the BBB on the repair centers doing the work, not ASUS
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Lol, I hope not... yeah I was so mad I wanted to contact BBB or the small claims court.... a whole month doing a repair?...and their turn around time was STATED 10-14 BUSINESS DAYS...
Well on a side note, they didnt touch the os at all though, I still had root lol...

Related

All was well for 22 days....

Yep, all was well for 22 days. No glitches on updates, WIFI was not exceptional but on par with my Droid X, GPS worked pretty good. Tiny little bit of light bleed under the virtual home and menu buttons area, but nothing that was bothersome. But, that all changed tonight when I noticed a big light bleed at the top and then I noticed the screen separating from the top of tablet for a good 3 inches or so. The tablet shipped on the 27th and I got it on the 4th. So, I called Best Buy and they said the 30 day return window would begin on the 4th. So I get to go return this thing tomorrow and hope the store agrees to the return window. I know this could be a fluke, but I am really leary of getting another Prime now.
Edit...really tired... I meant 25 days.....
lucky for you you're a best buy rewards zone member. normal return policy is 14 days.
morphiend said:
lucky for you you're a best buy rewards zone member. normal return policy is 14 days.
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It is 30 days for all xmas purchases made between like nov 26 and dec 23 i believe, no matter electronics, tabs, computers, etc. That 30 days starts from date of shipping.
this was from last year but i don't think it's changed.
http://www.bestbuy.com/site/2008-Gi...cat166500050003.c?id=pcmcat166500050003&h=387
Holiday Return/Exchange Policy
Gift purchases made between November 1, 2010, and December 24, 2010, qualify for our Holiday Return policy. Qualifying products may be returned through January 31, 2011. In addition, for items purchased between November 1 and December 24, customers will receive free phone and online support for all products through January 31, 2011.
Product Exceptions
• Desktop computers
• Notebook computers
• iPads
• Tablets
• Netbook computers Online orders: 14 days from date merchandise is received
In-store purchases: 14 days from date of purchase
Reward Zone® program Premier Silver members will still receive their extended 45-day return policy with no restocking fees on all items. Premier Silver members purchasing any gift between November 1 and December 24, 2010, will qualify for an extended return policy until February 7, 2011.
xmas returns does not include tablets.
cyberhound said:
Yep, all was well for 22 days. No glitches on updates, WIFI was not exceptional but on par with my Droid X, GPS worked pretty good. Tiny little bit of light bleed under the virtual home and menu buttons area, but nothing that was bothersome. But, that all changed tonight when I noticed a big light bleed at the top and then I noticed the screen separating from the top of tablet for a good 3 inches or so. The tablet shipped on the 27th and I got it on the 4th. So, I called Best Buy and they said the 30 day return window would begin on the 4th. So I get to go return this thing tomorrow and hope the store agrees to the return window. I know this could be a fluke, but I am really leary of getting another Prime now.
Edit...really tired... I meant 25 days.....
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Wow I finally got my third one last week and it seems fine right now. I hope that doesn't happen to me. Such a great tablet when it works.
Well, I don't know what will happen. I am a reward zone member. It is past the 14 days, but at 25 days the screen starts to seperate from the back and now is almost seperated all the way across the top with the glass actually bent slightly as if 3/4 of the glue did not hold. I have never dropped it, always keep in the case when not in use, and no one else has touched thing.
I noticed it last night as I finished up a session of GTA 3 when the screen had a big light bleed at the top all of sudden. As I went to investigate, I heard the screen creak, then I see the gap. I called Best Buy and they said I could take it back to a store today and get another....I have my doubts...but it's worth a shot.
I don't want to RMA it as I have not heard good things about the process and I sure as hell don't want a repaired tablet either. I think they need to replace it. But, I have a sinking feeling that I will be mailing the thing to a service center today. I taken all kinds of pictures of it.
Has anyone who sent theirs in and had to pay the postage, gotten the postage refunded it if turned out to be a product defect? I think paying for postage for a defective product it bull****. That's like buying a car, having the door or wheel fall of a month later and then having to pay the towing bill. I can understand paying upfront, but I think you should get reimbursed if the issue is due to a product defect.
Can you post a picture of where the screen is "separating"? Mine is doing that too but it's only at a very sharp angle I even notice. Like 170* angle
wgr73 said:
Can you post a picture of where the screen is "separating"? Mine is doing that too but it's only at a very sharp angle I even notice. Like 170* angle
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No sharp angles needed here.
Best Buy shot me down as I figured...so now I get to send it Texas. Hope they don't smash mine like they did that other guy. I did get them to give me prepaid shipping.
wgr73 said:
Can you post a picture of where the screen is "separating"? Mine is doing that too but it's only at a very sharp angle I even notice. Like 170* angle
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I have this same problem not as extream as the OP but its there i can feel the screen depress back into place when i put my finger on the spot. I talked to support they are going to ship it out and fix it (got them to pay). Not sure if it will ever get worse but i'd rather take care of it before it gets as bad as the OP. I am sending mine out next friday. I hope i have better experience then that one guy. I took plenty of pics with dates and stuff so hopefully in the event of any problem i'm covered.
Yeah, I obviously took pics too after seeing the smashed prime thread. I just don't get it either....one minute its fine, and then boom, it's seperating. No gradual seperating, just all of a sudden.
Could it be that the battery inside is bulging up/expanding which is causing the two halves to seperate?
avinash60 said:
Could it be that the battery inside is bulging up/expanding which is causing the two halves to seperate?
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That's exactly what I was thinking when I look at the pictures, weirf it would seperate in the middle and not an edge.
avinash60 said:
Could it be that the battery inside is bulging up/expanding which is causing the two halves to seperate?
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Well, you may be right, but since I am trying to get it fixed and not void the warranty, I'm not going to investigate it too much by trying to get better view inside. I never noticed it being hot during use or charging though. Though I will say the batter did start declining much more rapidly the last couple of days.
Do you not have any consumer protection laws in your country? In the UK, this would be the store's issue to fix.
tshoulihane said:
Do you not have any consumer protection laws in your country? In the UK, this would be the store's issue to fix.
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Not so in the US. Best Buy washes their hands of tablet issues after 14 days. Then you have to the manufacturer. Some retailers have different policies but this is pretty much the norm. I am hopeful ASUS will replace the whole tablet. I don't have warm fuzzies about a repaired unit, but we will have to see. I will be sending it off in about an hour. Shame, because I really liked using it.
Holy crap dude! Mine isn't anywhere near that bad! In fact, mine is on the underside of the screen!! Wow, I'd be pissed if mine was doing that!
wgr73 said:
Holy crap dude! Mine isn't anywhere near that bad! In fact, mine is on the underside of the screen!! Wow, I'd be pissed if mine was doing that!
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Yeah I am pissed about it. But, I have to go through the process now. I just sent it off, so we will see what happens.
cyberhound said:
Yeah I am pissed about it. But, I have to go through the process now. I just sent it off, so we will see what happens.
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Just so you prepare yourself. This will prolly take a month at least before you get it back. I sent mine Jan 8th and still not fixed. Gary's team is sending me a new one as we speak. Hope it goes much faster!

C3 Serial - Dead Pixel and Light Bleed Issues from Gamestop Asus Primes?

Hey guys, I love the tablet but I am having some serious bad luck lately. Im in Houston and bought a Prime from Gamestop. They told me theres only two Gamestops in South Houston that sell them and both are about 45 minutes to an hour away from my house. So the first one I bought two days ago had a tiny scratch and dead pixels outta the box. I went yesterday to the second gamestop cuz it was 15 minutes closer to return it and after a long drive I had it replaced without a hassle from the manager at gamestop because i had the receipt. She told me that I was the first to ever return the tablet because of a defect and told me I shouldnt worry too much about having to replace them in the future. So I get home and power it on and this one has another dead pixel in a different location and bad light bleed on the right side which the other didnt have and it also had a bunch of force closes popping up on the screen. Both are the latest C3 serial. Im disappointed and going crazy over here guys. Are there that many defective tablets or is my luck just horrible? Gas is expensive these days too, and Im dreading having to go back there again tomorrow and exchange it. Sorry I guess this was more of a rant than anything, but hopefully the third times the charm...
Sucks to hear man. Seems like the C3 is just like all the others no different, you're not the first to post about issues with theirs, lightbleed and wifi
I've owned 2 gamestop primes, not a problem from either of them really. Exchanged my first one (perfect unit) after unlocking the bootloader for one still under OEM warranty. The one I exchanged it for works great - there's a tiny smidgen of bleed in the top right corner, but you really have to search to see it and that's in a dark room.
I'm in Tampa, Florida.
Keep in mind IPS panels are prone to backlight bleeds. When I returned like 4 tf101s because of backlight bleeds, best buy was practically laughing at me.
ickkii said:
I've owned 2 gamestop primes, not a problem from either of them really. Exchanged my first one (perfect unit) after unlocking the bootloader for one still under OEM warranty. The one I exchanged it for works great - there's a tiny smidgen of bleed in the top right corner, but you really have to search to see it and that's in a dark room.
I'm in Tampa, Florida.
Keep in mind IPS panels are prone to backlight bleeds. When I returned like 4 tf101s because of backlight bleeds, best buy was practically laughing at me.
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I am sorry, but you sir are a ****...now someone is going to unknowingly buy a prime without a warranty. People like you are why stores are cracking down on exchanges.
onigiri1692 said:
I am sorry, but you sir are a ****...now someone is going to unknowingly buy a prime without a warranty. People like you are why stores are cracking down on exchanges.
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That's not my fault. It's gamestop's fault for accepting it, its asus's fault for voiding warranty and reselling it with a warranty, and it's the buyers fault for gambling their cash on refurbished devices.
Instead of cracking down on exchanges they could hire employee's that know the products they're selling.
I got mine from Gamestop and only have a tiny amount of bleed in the upper right corner but it's hardly noticeable. If I'm not mistaken, Gamestop opens them, adds their games and apps and then seals them back up so it's possible whoever is doing that is less than careful with them.
Bought mine (C3) from Gamestop today and either I have no significant light bleed, it's not enough to bother me, or I simply don't know what to look for. I saw a photo of someone else's TF light bleed in another thread and mine's nothing like that.
speedysilwady said:
Hey guys, I love the tablet but I am having some serious bad luck lately. Im in Houston and bought a Prime from Gamestop. They told me theres only two Gamestops in South Houston that sell them and both are about 45 minutes to an hour away from my house. So the first one I bought two days ago had a tiny scratch and dead pixels outta the box. I went yesterday to the second gamestop cuz it was 15 minutes closer to return it and after a long drive I had it replaced without a hassle from the manager at gamestop because i had the receipt. She told me that I was the first to ever return the tablet because of a defect and told me I shouldnt worry too much about having to replace them in the future. So I get home and power it on and this one has another dead pixel in a different location and bad light bleed on the right side which the other didnt have and it also had a bunch of force closes popping up on the screen. Both are the latest C3 serial. Im disappointed and going crazy over here guys. Are there that many defective tablets or is my luck just horrible? Gas is expensive these days too, and Im dreading having to go back there again tomorrow and exchange it. Sorry I guess this was more of a rant than anything, but hopefully the third times the charm...
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I'm not sure if the manager would let you do this, but if you can:
Unbox the ATP in front of the manager and test it out before ringing it up. Might save you the trouble of having to drive back and forth. Explain your situation regarding the defective products that you've had the misfortune to come across, and hopefully they will let you test it out (most likely supervised if so).
ickkii said:
That's not my fault. It's gamestop's fault for accepting it, its asus's fault for voiding warranty and reselling it with a warranty, and it's the buyers fault for gambling their cash on refurbished devices.
Instead of cracking down on exchanges they could hire employee's that know the products they're selling.
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Of course it's not your fault, it's somebody else's, it always is.
Whoo after three primes i finally got a good one same serial number

Asus RMA gone bad

Okay, so I sent my TF201 as well as the power cable in for an RMA because the shoddily designed power connector ended up mangling the receptacle on the tablet. I could charge the tablet only by plugging in the keyboard dock, and even then that's iffy.
It was over 2 weeks since I sent the tablet via UPS and they hadn't contacted me. I checked on the RMA site and it said this:
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No emails or anything. I called Asus and the customer support guy, while polite, was clueless and couldn't help me. No explanation either, which the customer service guy parroted. He estimated the repair cost to be around $130. Screw that! I asked him to escalate the case, but from what I've read online, customer support from Asus is impotent.
Also, I just got off the phone with support guy number 3. Again, complete waste of my time. He wouldn't pass me off to a supervisor when I asked (twice).
Does anyone have any suggestions? What are my options at this point? What magic phrase do I need to use in order for Asus to actually honor their warranty?
This is definitely a make-or-break moment for Asus and my future business with them. I've got an Asus motherboard, an Asus monitor, and a tablet, but I will not hesitate to drop them and recommend others avoid them if this isn't resolved.
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
tshoulihane said:
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
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Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
hx4700 Killer said:
Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
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Nope. I treated that thing well. I noticed that the plug was not solidly built pretty early on into my ownership cycle, so I took care to make sure that when I plugged it in, the cord was nice and straight and the plug was gently put in. Obviously *something* must have caused the pins to be mangled but if it was because of a bump, that's shoddy product design, not carelessness on my part.
If it was a $20 repair I'd eat the bill, but they a.) haven't even gotten back to me why they believe it's my fault, b.) they haven't emailed me at all, I've done all of the reaching out to Asus, and c.) they say they're waiting for MY response even though no one at the call center can answer what response they're actually waiting for. The second guy I talked to just estimated that the bill would be "around $130".
I am willing to work with Asus on this, but they're not willing to work with me. See what I mean?
Where did you purchase the unit and how long ago? (These are actually rhetorical questions).
If your purchase was within the past 90 days and you paid with a credit card, you may be able to work with your credit card company and refuse the charges. Not that the retailer should necessarily eat the cost, but if you bought from Amazon, Target, etc., they probably have some sway with Asus. Make your pain their pain...
Hopefully you took pictures of the damage before sending it...
This is EXACTLY what I am going through right now with Asus.
My daughter's Prime boots to the ASUS screen and gets stuck there and will not turn off.
I called tech support and they walked me through several attempts to reset, said they thought it was a software issue and then gave me an RMA number. (BTW, I had also RMA'd my own Prime earlier this year due to GPS and wifi issues and it came back to me with a scratch on the lid. So my husband and I went over my daughter's tablet with a fine tooth comb before sending.) I shipped it in the box and packaging that Asus returned mine in.
I sent it 11/29 and they rec'd it 12/3. On 12/4, the RMA status said
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No one contacted me. I called Asus on 3 separate occasions - each unable to tell me anything but promising to escalate. I rec'd no calls back.
On Dec 13th, we received an email from Megan Nesmith saying there is customer induced damage and an invoice for repairs. Attached were 2 close-up photos showing VERY OBVIOUS damage - a deep jagged crack in the front corner of the screen and additional damage where it looks like someone pried up the metal around the power button with a screw driver.
At this point, I spoke to a Kamar (sp) who said that I would receive a call by tomorrow evening once they investigate.
I am feeling as if they know my warranty is almost up (end of december) and are going to hold the tablet hostage- my word against theirs. I have done some research and have read similar stories about the Asus Texas repair facility. I don't know what to do if they come back and tell us there is nothing they can do and expect us to pay. I really feel taken advantage of. Anyone have advice for a situation like this?
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
randalltroy said:
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
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I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
hx4700 Killer said:
I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
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Click to collapse
Thats nothing just time to let off some frustration. I'm an owner of an Asus Transformer infinity tablet and i pray to god I never have to RMA that. I had an asus Blu-ray Burner that died on me. I sent if for repairs on January 28th 2013. after a few weeks went by not hearing anything I checked online wasn't in a rush for it no inquiry was made I called them and they said the drive was mailed on the 15th of February. After not receiving the drive on the 29th I called back and they said that is weird their systems says it was mailed but did not have a tracking number. They would have to look into it and get back to me. Tuesday February 26th I called again speaking to 20 different reps at this point they finally just reissued another drive shipped on the 27th on February. After all this received the Drive today and its a dvd burner not a blu-ray burner wrong product. Freaking ridiculous. I swear on my grave treat your asus product like a god because their RMA department is crap!!! I just took screenshots and photos to prove they sent me a wrong product.
I've just about had it with RMA. My Transformer has been back and forth to ASUS for six months. It's a total of seven times and they still haven't fixed it. It originally went in for WiFi and gps issues. When it was returned I found grit under the digitizer and so it went back. They replaced the screen and mobo. When it came back there was a huge gap between the screen and the body. So, I sent it back again. They replaced the back panel and when it came back there was still a gap and there was damage to the seal around the screen. So, it went back again. This time they replaced the back again and on receiving it I found the gap was even larger and they had bent the body, forcing the screen in. So, again it went back and they replaced the back panel and screen. On return the gap was still there, the damage was still present on the "new" screen and the hadn't even locked the release catches. I compared the damage on the "new" screen with the photos I took for the previous RMA. Basically, they hadn't replaced the screen. They collected it again today and assure me it will be resolved. I really don't think it will. The technicians clearly don't care and lie about the parts they replace. I think they hope that if they just keep sending it back with some bull**** on the slip that one day I'll give up. I won't though. I spent a lot of money on it and I won't accept the repair centre damaging my property. The most ridiculous part is that they have now spent more on postage than I paid for it. I can think of an easier resolution for this, that's far more cost effective.
Sent from my HTC Sensation using Tapatalk 2
I sent my Prime to RMA, took 1 week.
1. Wifi improved by 1 Bar
2. I GOT YELLOW TINTED SCREEN!
They replaced my touch panel due to flex. Yes RMA has improved my prime but gave me an icky yellow tint. Oh gosh.
Hi,
I'm living in France and i've just found a brocker who want to sell a lot of tablets here
Code:
leboncoin.fr/informatique/497860592.htm?ca=7_s
This is a french company, and i didn't know it. It's near Paris.This company seems to be regular according; the "who we are page" on its website :
Code:
lesoldeur.fr/content/4-qui-sommes-nous
I think this could be a good opportunity for people having a hard-bricked device getting a motherboard. However the seller want too sell the lot, only. If many further people ask for a tablet, he's able to sell all the lot in a short time, this could be interesting for him!
I think too this will be interesting only for people leaving in France maybe on a European country and able speaking french, don't forgot the custom's fee's outside europe!
What do you think?
Note : NO WAY for me buying the whole lot and selling it to each people who need it!

The Z3v is not waterproof, and warranty won't cover water damage.

My phone was in a pool of about 3' of water for a few seconds, with all of the ports completely closed. Ever since, the screen hasn't been responsive except for a small portion of the top left. I contacted Sony, who told me to contact Verizon, who told me to contact Sony...and on the 3rd attempt, someone at Verizon finally bridged up someone at Sony and the RMA # was then provided to me.
I sent the phone back to Sony (at my own cost), and just received it back today. They left adhesive sticking out of the gap between the glass and side trim, and left trim off the bottom of the phone, which is nowhere to be found. They also claim to have done a successful pressure test on it, but I am absolutely sure that my ports were closed when the phone entered the water. In fact, I use a Qi charger to ensure that the seals on the ports remain intact.
Here is the document they sent the phone back with.
Adhesive sticking out of the side.
Bottom trim gone.
Long story short, I loved this phone, but it is not waterproof, and don't expect support if it becomes water damaged. Very frustrating, as I am still paying for the phone via Verizon Edge.
Wow.. Looks like a novice did that job. That's horrible. Sorry for your loss!
Sent from my D6708 using Tapatalk
Same boat
I just had a similar thing happen. 10 seconds in a kiddie pool and now I have dead zones in my screen. Visiting Verizon today, any suggestions for dealing with them?
It's unfortunate your experience was terrible, especially with the kind of service they did. The thing is though, not all Z3v's are defective like yours. I've washed mine in the sink, taken it to shower, brought it to several swimming pools, and I've never had any waterproofing problems.
And in any case, I have the $8 insurance with Verizon for any problems such as dropping it or losing it. I'm sure Verizon can do something for you if you did subscribe to that.
abrown325 said:
I just had a similar thing happen. 10 seconds in a kiddie pool and now I have dead zones in my screen. Visiting Verizon today, any suggestions for dealing with them?
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Based on my experience, you're SOL without insurance. I typically don't buy insurance on phones because the monthly premium + deductible just isn't worth it on a device I can get on eBay or Swappa for $300-400.
knivesout said:
Based on my experience, you're SOL without insurance. I typically don't buy insurance on phones because the monthly premium + deductible just isn't worth it on a device I can get on eBay or Swappa for $300-400.
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I'm going to neglect to mention the water and see where that gets me...
I had the same experience. I had my Sony in the water with all the ports closed and it got water inside. I contacted Sony and the guy I spoke to told me I had to send it in at my own expense and they would determine if my phone was defective or if it was user error. He also told me not to hold much hope because he said he hasn't seen them replace one yet. I sent it in and they mailed it back saying it passed a pressure test so it must have been my fault. I spent $500 on a waterproof phone that lasted all of two Weeks and broke when it got wet while being used properly. I called Sony to argue my case several times and it was to no avail. I was treated very rudely by one rep and hung up on by another but most of the reps were very nice. I finally got my my case escalated to corporate office and was told sorry there are no exceptions to be made if it passed a pressure test at Sony. I will never buy anything Sony again that's how frustrated the whole process made me.
Well, I guess I'll stop bothering to call support then. I argued my case with the front line personnel, and they said they'd have a supervisor call me back within 48 hours...last Friday. Haven't heard a peep. I would hate to swear off Sony devices after this, because other than the lack of water resistance, I liked the phone very much.
knivesout said:
Well, I guess I'll stop bothering to call support then. I argued my case with the front line personnel, and they said they'd have a supervisor call me back within 48 hours...last Friday. Haven't heard a peep. I would hate to swear off Sony devices after this, because other than the lack of water resistance, I liked the phone very much.
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Just saying again, my phone never had waterproof problems. It's really Verizon who you should contact to get something done.
Sent from my D6708 using XDA Free mobile app
You're wrong.
knivesout said:
You're wrong.
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That's cool. Just blatantly say "you're wrong" without any evidence to back it up. It's your money, your choice.
Update on ruined phone
So I contacted Sony and explained to them that my phone's screen was unresponsive and registering Phantom touches. Ileft out that it had been in water, I just told them that the camera had been overheating a lot. The guy on the phone accessed it and had me run the hard reboot. He said he could see that it was trying to run files in the background, but nothing was happening. Since my phone was under the one year warranty, he said it was covered and I was mailed a replacement. I was pretty surprised and impressed by customer service. Just remember to be kind and explain everything youve done to address the issues ( soft and hard reboots, system restore, played in the configuration menu). I'm not surprised to see Sony reverse their stance on waterproofing, but I am very disappointed.
Yeah, you're wrong. You have no idea what you're talking about, lol.
Did you even read my original post, or do you just troll around for ways to massage your ego on Internet forums?
knivesout said:
Yeah, you're wrong. You have no idea what you're talking about, lol.
Did you even read my original post, or do you just troll around for ways to massage your ego on Internet forums?
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Yeah, I did read it and I was trying to direct you to Verizon since you have no better access to a replacement than them. If that doesn't workout, you may as well just purchase one from eBay since prices of the Z3v are driven down pretty low now in expectation of what's supposed to be the successor's release.
If you don't want my help, that's fine. I've done my fair share on this topic and I've been able to help plenty of others in development as well as achieving root first on a ROM that is still unannounced on its official release.
Good day and good luck finding a solution.
It sounds as though you still haven't read my original post.
Verizon would not do anything for me since I do not have insurance on the phone. Sony inspected it and would not honor the warranty because the board had corrosion on it and the phone tested airtight.
So why are you still here? Also what do you expect us to do, more then the advice that was given? You didn't have insurance , the claim has been denied. Time to take personal responsibility for not having insurance, you have run out of options.
I had something of a similar issue but with a good ending. For a few weeks my charge cover wouldn't close right all of the time because the seal came partly undone from but I could sometimes get it back in flush. One day at work I guess it just wasn't the case because after about a minute in the bottom of a pool, it turned off. Never had water proof issues before( in the shower, other times in the pool, fish petting tank). It took a full 15 business days at there facility in Texas but they replaced the phone so I guess the guys there couldn't get the flap to seal either for the pressure test.
Sent from my XT1575 using Tapatalk

Defective screen any idea the cost to repair?

No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
darkphoenix2012 said:
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
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Where did you buy the phone from? Did they really try to charge you nearly $5000 for the phone?
I've gone through Asus RMA over the years, maybe the particular repair centre closest to me happens to be great but I've never had major issues with them. A laptop repaired in under 2 weeks, handful of motherboards, most of the time free or reasonably priced. If the device was under warranty they just accepted it. Never had to pay shipping though since its not too far from me.
If the screen is just defective then it should be covered by warranty as that would be a manufacturer caused issue. Your total cost should be whatever it costs to ship to the repair centre, and thats it.
let us know how the saga plays out! Good luck!
Yes they did try to charge me 5k for it, and I ended up paying around 600 dollars in overdrafts and returned payment fees for all of my bills. My bank said it's Asus's fault, and guess what Asus said? "Our system doesn't make mistakes, it's a problem with your bank."
I've had absolutely dreadful results in the past with their turnaround time, and they've sent back a GPU and motherboard that were "fixed" but not really. I'm predicting to be told I have to pay around 500 to have it replaced somehow. And to be honest I may be done with them as a company for life, I've had about all I can stand at this point.
Which country are you in? They should fix it for free under warranty.
Just a quick update, it took them this long to get back to me. I received two extremely low resolution pictures showing very tiny surface scratches to the frame and the glass on the top left corner which would be from car keys.
Apparently that voids warranty and they want a suspicious $500 even to replace the entire OLED and glass assembly. As I expected a crock of BS from this company I'm not entirely surprised. What a joke though, $500 for an undamaged screen? Who's their drug dealer?
darkphoenix2012 said:
Just a quick update, it took them this long to get back to me. I received two extremely low resolution pictures showing very tiny surface scratches to the frame and the glass on the top left corner which would be from car keys.
Apparently that voids warranty and they want a suspicious $500 even to replace the entire OLED and glass assembly. As I expected a crock of BS from this company I'm not entirely surprised. What a joke though, $500 for an undamaged screen? Who's their drug dealer?
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Unfortunately I had to deal with a similar issue with HTC for a defective camera module. Factory defect. If it comes broken from the factory its on them to replace of fix it. Legally. The warranty is an agreement IE a contract. Even the 90 day warranties.
I had to threaten and start the process of a lawsuit, and of company no company like that would want to lawyer up for such a small sum. The next day I got a reply from them saying they would cover everything, and I eventually got my phone fixed.
Ive had a similar issues like that with Corsair and Gigabyte. It happens all the time. No one wants to take responsibility for anything, and sometimes you gotta force em haha.
After previous experiences, they're not going to budge. They don't even have this phone in their system to FILE for an RMA, that took an hour phone call to begin with. I'm just never going to buy from them again, they're ****ing garbage when it comes to treating their customers right. I never got the $600 plus dollars in overdrafts out of them for their system charging me repeatedly for the order either, even after my bank concluded it WAS their fault.
I will however be throwing my story up on every social media post of their for the rest of 2019.
darkphoenix2012 said:
After previous experiences, they're not going to budge. They don't even have this phone in their system to FILE for an RMA, that took an hour phone call to begin with. I'm just never going to buy from them again, they're ****ing garbage when it comes to treating their customers right. I never got the $600 plus dollars in overdrafts out of them for their system charging me repeatedly for the order either, even after my bank concluded it WAS their fault.
I will however be throwing my story up on every social media post of their for the rest of 2019.
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Click to collapse
If someone is proven to owe you money you have legal precedent to collect it. They know this. They also know a lot of people wont go through the hassle of trying to collect their money. So does LG, HTC, Samsung, OnePlus, etc and they will all try to hold on to that money if possible. Usually thats as simple as not responding to the customer. Its easy when you dont have a storefront. Only really Apple does (AFAIK), which makes it easier to argue with them and get what you should be getting.
Feel free to **** talk them for the year, but personally I feel like one post in an easy to see place is good enough. May as well put that extra effort tightening the vice on them. its not impossible. And its yours.
I hope everything works out for you bro, best of luck!
darkphoenix2012 said:
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
Click to expand...
Click to collapse
Hi there, got the same. Pulled out of pocket - black screen (later started to blink and bootloop)
so, as i recall i've seen a "scratch" nearby the left airtrigger area. later on i couldn't find it so i just forgot about it (thought when i'm going to put on some glass protection i wount be able to see it at all)
but, it appears that "scratch" was an amoled matrix crack... because when it all went black and then white - i can clearly see that crack is in this area. the phone itself is undamaged, not a single scratch, and there is NO WAY i could apply such a pressure to pass through glass and damage te amoled (seen JerryRig bend test?)
so far waiting for the shop to answer about would they exchange phone or not -_-
idk, at last - when a phone is designed to have a pressure applied (airtriggers) how come it cracks?....

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