Is there anyone experienced the RMA process in Sydney Australia? Please share?
Is there any near by ASUS support site so I can drop my Prime for RMA?
Thanks
dingotech is the Australian repair agent for them, mine is still with them, they are about 3 weeks behind according to asus.
They recieved my on the 10/05/12
started work on it on the 28/05/12 after some phone calls to their voicemail and calls to asus, i finaly got response on 01/06/12 via email:
they sent me:
Updating you on your repair; I have escalated this repair with management and requested our head technician to perform an urgent diagnosis on your unit within 1-2 business days.
After diagnosis there will be a 1-3 business day wait for parts depending on stock availability and your repair will resume to final testing stage, followed by shipping shortly after.
Estimated time of completion for your repair at this stage 5 – 7 business days.
If you have any further questions please don’t hesitate to contact our service centre via the contact details below.
i sent:
This unit in question was already put down as priority on Friday 18th of May when I called and got through and was advised it would take 5-7 business days and then on Tuesday 29th of May I tried to call left a message to get a call back and I’m still waiting for it was advised by Asus call centre that you had just received the unit that day I then looked on line at the delivery details and the unit arrived on the 10th of May.
and they responded:
As per your email below, I have escalated this repair for same day diagnosis repair. Your will receive email updates to confirm the status of repair as we proceed.
If you have any further enquiries please dont hesitate to contact our Service Centre via the contact details below.
Kind regards
Monique Armani
Support Desk
Fax 02 8745 8498
Email
Web [email protected]
www.dingotech.com.au
Address 97 Derby ST. Silverwater NSW 2128
Im sorry if like me you were expecting Australia to be better than the us, oh well.
Thanks for sharing ur experience. It is really helpful for me.
I may contact them then ask for dropping it to support centre because it is in Silverwater which is near by my house.
Sent from my Desire HD using xda premium
they updated my rma status tonight to:
Waiting-[WB5] Wait for Repair\Test\Aging
Good luck with yours, I hope they have caught up.
Unit arrived today, 12/06/12, will see if fault is fixed
xn1337 said:
Unit arrived today, 12/06/12, will see if fault is fixed
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Please update this thread or PM me if it fixed the WIFI issue.
My PRIM is working so good. The only thing is wifi is not so strong when accessing far from the ROUTER.
Unit came back with wireless working all over my house, but even with the new motherboard i have Serial Number Unknown
what sought of crap is this asus!!!
Related
This pertains to TP owners who have shipped their tablet to the RMA department for repairs. My TP arrived at RMA today and now says "repairing".
What has RMA department been like for other TP owners? Maybe state the problem and indicate what they did to fix it. Does anyone have experience with the facility in North Bay, Ontario?
Thanks.
Answering my own question from weeks back...
After 24 calender days or 16 business days for me, my replacement C1 Prime arrived. ASUS sat on my original Prime for about 5 business days and then decided the repair would take too long. I also ramped up my calls after about 7 business days - that might have influenced things too.
For those of you sending your unit to the North Bay, Ontario RMA facility - be forewarned. They had terrible communication, in fact no communication at all. I was promised an update 3 different times from customer service and the RMA facility never gave one. They said the RMA facility would contact me via email to confirm the swap and that never happened. I don't know who the goofballs are running the show up there, but be prepared for a run around.
A couple more tips for those of you with RMA...
Remember to always escalate your calls to the supervisor. The front line people give bad information and don't have permission to see all the case notes. It seems that my case was escalated after 7 business days - ask for that too. And when it gets close to 10 business days - ask for your case to be escalated to head office. In the end, my new prime came from California.
I sent mine into the Texas site about a month ago because it was saying it was docked even though it wasn't (I don't even own the dock). I called them several times but didn't know to ask for a supervisor so it took them 3 weeks (and me claiming that I need it for school) to finally escalate it. They finally shipped me a new one from California yesterday and it should arrive on Monday (damn weekend). They were extremely slow to ship it, but once they did it went overnight.
RMA feedback
My Prime was subject to the Serial number Unknown issue. After Gary posted the steps to fix and I tried the factory reset to no avail I called the service line and was issued an RMA. The Texas facility received my unit on Feb. 6th and it went into repairing status right away and then turned right around into shipping status early in the day on the 8th. It was originally scheduled to show up on the 10th but it looks like FedEx ran into some sort of issue. My tracking number shows I'll get it on Monday now. I'll update once I actually get my hands back on my Prime and let you know how the unit actually performs. Hopefully they sealed it up before the .13 OTA was rolled out and I'll be able to see if it actually receives OTAs now.
xRedLeadrx said:
My Prime was subject to the Serial number Unknown issue. After Gary posted the steps to fix and I tried the factory reset to no avail I called the service line and was issued an RMA. The Texas facility received my unit on Feb. 6th and it went into repairing status right away and then turned right around into shipping status early in the day on the 8th. It was originally scheduled to show up on the 10th but it looks like FedEx ran into some sort of issue. My tracking number shows I'll get it on Monday now. I'll update once I actually get my hands back on my Prime and let you know how the unit actually performs. Hopefully they sealed it up before the .13 OTA was rolled out and I'll be able to see if it actually receives OTAs now.
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So I did get my Prime back today and not only is it physically no worse for wear but ASUS has apparently fixed my Serial number Unknown issue. Serial number is now displayed in the About Tablet -> Status screen. It shipped back to me with the .11 Build and as soon as I established a Wifi connection I was notified of a firmware update and the .13 update applied successfully.
So did anything really get fixed?
aznmode said:
So did anything really get fixed?
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I'm now able to do OTA updates whereas before I couldn't. They fixed the problem I sent it in for.
(972) 906-7800
They are called SMS infocomm corp!
Call them
(972) 906-7800
Sent from my PG86100 using Tapatalk
Wordlywisewiz said:
They are called SMS infocomm corp!
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Even their name sounds cheesy.
clackity said:
Even their name sounds cheesy.
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Maybe they only respond to SMS.
teknomar7 said:
Maybe they only respond to SMS.
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Lol! Someone post results!
Sent from my PG86100 using Tapatalk
Someone please post their results, should you contact this company and let us know what you find out about their policies and procedures.
Thanks-a-mill.
Sent from the last remaining Prime; Leader of the Autopads.
No Dice
This may be the number to the repair center; however, they do not take calls! I called the number to see if they received my rma (ups confirmed it was delivered the morning of 3/8/12 and still showing a status of not received on the rma status) and they told me to call Asus directly at 888-678-3688.
Hojo09 said:
This may be the number to the repair center; however, they do not take calls! I called the number to see if they received my rma (ups confirmed it was delivered the morning of 3/8/12 and still showing a status of not received on the rma status) and they told me to call Asus directly at 888-678-3688.
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You should contact asus to let tehm know that your tfp has been delivered but the repair centre has not booked it in yet as this is one way in which they might "meet" their turnaround times as if it is not on teh system teh clock has not started ticking!!
Mine was received 3/9 from Fedex and it hasn't been checked in either. I think in another thread someone said theirs was there a week before getting checked in.
@slef2003: Yeah, I called the tech support number and the guy in India says "You should have an update within 24 to 48 hours of the service center receiving it. However, if you do not receive an update within 24 to 48 hours, you should receive an update within 7-10 business days. If you don't receive an update in 7-10 business days, we will have to escalate the case." Translated: "I am in India and have no idea what goes on in Texas!"
Interesting, that place is only about 20 minutes from me, maybe I can drop by......
Finally! Just checked and the status is showing:
ASUS After-sale Repair Status Route is as below:
Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished
Hojo09 said:
Finally! Just checked and the status is showing:
ASUS After-sale Repair Status Route is as below:
Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished
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You have to look farther down on the page to get your actual status.
Mine went from "Repairing" to "Waiting-[WB5] Wait for Repair\Test\Aging."
Mcnia said:
You have to look farther down on the page to get your actual status.
Mine went from "Repairing" to "Waiting-[WB5] Wait for Repair\Test\Aging."
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I saw that after posting. It's still in the repairing stage.
Hojo09 said:
@slef2003: Yeah, I called the tech support number and the guy in India says "You should have an update within 24 to 48 hours of the service center receiving it. However, if you do not receive an update within 24 to 48 hours, you should receive an update within 7-10 business days. If you don't receive an update in 7-10 business days, we will have to escalate the case." Translated: "I am in India and have no idea what goes on in Texas!"
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Hahahaha, you're right. I've personally talked with tech support claiming to be there. But for some reason, they all sound like they're in India to me. And talking to them is annoying for the fact that you always have the feeling they're reading canned responses instead of actually talking to you.
How would you like it if you're talking to me and instead of talking to you back I read out of a list of proper responses to you?
Did anyone ever get a useful number for the texas center? My tablet is currently them and listed as CID. I want to find out whats going on. Hope im not getting taken here, Ive been reading horror stories about RMA's.
CID = Customer Induced Damage.
Or as some would say: You dun goofed.
Ya I found out the CID thing from the asus help line. Which is helping me by telling me to wait for another phone call that hasnt come in 4 days lol.
I just want to dispute the CID status. I sent it in for a non functioning HDMI and the SD card slot not locking the card in. Other than that my tablet worked fine. Dont see how either of those issues could be CID. I hope Im not gonna regret sending it in.
Parabol1134 said:
Ya I found out the CID thing from the asus help line. Which is helping me by telling me to wait for another phone call that hasnt come in 4 days lol.
I just want to dispute the CID status. I sent it in for a non functioning HDMI and the SD card slot not locking the card in. Other than that my tablet worked fine. Dont see how either of those issues could be CID. I hope Im not gonna regret sending it in.
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They will try anything to get out of repairing for free. I received this answer from ASUS UK about my RMA/appeal against CID. My damage was caused by the dock like many others but I spotted it before it cracked fully.
http://forum.xda-developers.com/showthread.php?t=1625378
The replay reveals (if you read between the lines) that they will do anything to get out of the repairing under warranty and they (ASUS UK) have instructions (from ASUS Taiwan) to deny everything that is not software related. The USA repair center is likely to have the same instructions
Here is the reply.
"Dear Mr Lea
Thank you for contacting Asus UK.
We have been informed that you have received the CID quotation for RMA: CZB6****** which you are disputing.
Our apologies for the inconveniences caused to you.
Please be advised that the Asus warranty does not cover any damages at all.
The warranty given with the unit is a repair warranty for hardware issues only.
When repairs are requested and the issue is caused by software or damages charges are applied as this falls outside of the warranty.
Also note that the laws, rules and regulations of the UK are different to the US.
All Asus branches are seen as separate businesses and also have to follow the in country rules and laws which differ per country.
This also mean that some terms differ as well.
The RMA application form with SN: BCOKA****** which was received in on 24.05.2012, gives the following problem description:
“Micro crack in tf201 touchscreen caused by dock
Please refer to my previous emails info about the fault.
This is the second time I have requested this RMA, the first time I submitted an incorrect seriel number.
The correct seriel number is BCOKAS******
Please remove BCOKAS****** from my vip account as it does not exist”
The given problem description indicates that there is a crack in the screen.
As the damage was detected on the unit, charges for the repair were applied.
As per warranty, damages are not covered and we are unable to waive the costs for the repair at this stage.
Also the assessment is made by the repair centre after inspection.
Based on the instructions and information given by our head quarters in Taiwan, the repair was deemed as CID.
We have been notified that the damage cannot be caused without impact to the screen.
We are terribly sorry but there is nothing further we can do.
If you wish to file a formal complaint, please sent your complaint to the address below:
FAO Service manager
AsusTek U.K. LTD.
1st floor Hemel One
Boundary way
Hemel Hempstead
HP2 7YU"
Asus Service sucks,blows, hard and long.
My tablet is currently being held for ransom in the Czech republic,
Shame on ASUS.
I have since sent a formal complaint as instructed but this has been totally ignored (should have sent it recorded). I am still waiting for my tablet to be returned (unrepaired).
£500 for a tablet with more faults than the ATP tour and lie's, lie's and more lie's from ASUS.
I have my own inspection report by a Glass expert and law society expert witness that say's that there is no impact damage to the tablet and the crack was caused by the dock.
Next steps.
Ring ASUS and get my tablet back.
Contact BBC watchdog.
Small claims court.
I contacted Asus via phone last week. We went through the basic steps, factory reset, blah blah blah. I was having issues with using the BT and Wifi at the same time. I got an RMA and shipped it out. Asus received it the next day according to Fedex. Several days go by with no status update on Asus website. So I email Gary a passive message asking for help. Couple days, no answer. Then I email Gary a message that was aggressive and basically told him I want a refund ASAP if Asus cannot provide compliant customer service. That same day I received an email (today) from someone asking for my Fedex tracking number. I answered and sent the number. 5 minutes later I was told they would be sending me a brand new Prime but they didn't have the grey in stock. I responded and said I don't care what color it is, I just want a working unit. I was told it would ship next Tuesday (Monday is Presidents day) Fedex overnight to me, but also it would be tested before sent out.
Pretty much to the point there. Anyway, I found a Prime at Office Depot today and bought it for the heck of it. Brought it home, updated it. Runs nice. Same old problem though. Soon as I turn on that bluetooth, my speed tests go from 31000kbps to 1100kbps. That's what, %90 loss there? So of course I'll be returning this one to Office Depot within a week. Oh well, live and learn with this.
Hello all,
Having some Bluetooth stability issues (details) and GPS not working, I have sent an email to Omate which suggested to send it to their Service Center and provided me with an RMA #. Being based in Hong Kong, this will simplify things (and shipping cost) but somehow, I not confident.
Has anyone had to deal with Omate Service Center before and can share their experience?
Omate has also advised me that the testing and replacement could take up to 2 Months. I found that very and with all the hassle most of us went through with the unit deliveries, I have concerns it might take even longer.
The warranty is also another point of doubt. I haven't opened the watch or used it under rain/shower/etc. but I feel like Omate might just find any excuses to void the warranty.
That said, I really want/need the BT/GPS to work. I'd just like to make sure sending it to Omate Service Center is the right move and won't get any additional disappointments or frustrating waiting time.
Thanks for any of your feedback.
BenjaminM said:
Hello all,
Having some Bluetooth stability issues (details) and GPS not working, I have sent an email to Omate which suggested to send it to their Service Center and provided me with an RMA #. Being based in Hong Kong, this will simplify things (and shipping cost) but somehow, I not confident.
Has anyone had to deal with Omate Service Center before and can share their experience?
Omate has also advised me that the testing and replacement could take up to 2 Months. I found that very and with all the hassle most of us went through with the unit deliveries, I have concerns it might take even longer.
The warranty is also another point of doubt. I haven't opened the watch or used it under rain/shower/etc. but I feel like Omate might just find any excuses to void the warranty.
That said, I really want/need the BT/GPS to work. I'd just like to make sure sending it to Omate Service Center is the right move and won't get any additional disappointments or frustrating waiting time.
Thanks for any of your feedback.
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From what I understand, if you live in HK they probably won't give you much hassle. They also won't find an excuse to void your warranty. If you haven't touched the casing they won't do anything.
I might stress that you're a local to HK and that you'd appreciate faster turnaround and testing. It literally takes about 2 minutes to examine the watch for damages and "test" it.
kuronosan said:
From what I understand, if you live in HK they probably won't give you much hassle. They also won't find an excuse to void your warranty. If you haven't touched the casing they won't do anything.
I might stress that you're a local to HK and that you'd appreciate faster turnaround and testing. It literally takes about 2 minutes to examine the watch for damages and "test" it.
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Thanks for your input kuronosan.
I've decided to send my TS to the Omate Service Center. I will keep the community informed on the progress and share my experience. Hopefully it will take less than the estimated 2 Months.
BenjaminM said:
Thanks for your input kuronosan.
I've decided to send my TS to the Omate Service Center. I will keep the community informed on the progress and share my experience. Hopefully it will take less than the estimated 2 Months.
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I'd like to provide feedback from my experience with Omate Service Center.
Prior to sending my watch, I asked Omate an official RMA# by sending them a message with my problem and symptoms. In a nutshell, GPS was not working and BT headset would disconnect if watch was >1feet away. This was most-likely due to an antenna issue but I did want to open the back casing and void the warranty to I resolved my self to send it for repair. Following my email they sent me an RMA#.
I sent my watch to Omate on 25Aug which they acknowledge receipt the day after (I'm based in HK so very close) . They (Chris) told me they will inspect the watch and depending on the issue they would either replace or exchange the watch and announced the expected TAT (Turn Around Time) would be around 2 Month.
1 Month after sending the watch I decide to inquire about the status of the RMA on the 25Sept and they actually confirmed it will be shipped the next day. I received the watch 2 days later. I must say I was quite surprised since they managed to return the watch earlier than expected and it seems the Omate X launch did not affect the Service Center. That said, I received a brand new watch, but the BT problems is still present, although the GPS signal in now working but very weak. Hard to say if this is a design flaw or production line issue.
Overall, the Omate Service Center acted promptly and professionally, so depending on your issues, I would recommended it.
Also, being polite and encouraging pays well with Omate.
Hope this post will help others.
Hallo BenjaminM,
I have a problem with my bought (by private in Germany) Truesmart an I'am looking for the contact data to the OMATE Service Center. Maybe you can help. I like to send it to OMATE Service Center for an refurbishment.
I hope you can help
agustaf said:
Hallo BenjaminM,
I have a problem with my bought (by private in Germany) Truesmart an I'am looking for the contact data to the OMATE Service Center. Maybe you can help. I like to send it to OMATE Service Center for an refurbishment.
I hope you can help
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Click to collapse
Hi @agustaf,
Sure, I sent my TS to this address :
Omate After Sales,
c/o: Cross Kwan
Room A11, 1/F, Tai Tak Industrial Building,
2-12 Kwai Fat Road,
Kwai Chung, NT, HONG KONG
香港葵涌葵發路2-12號大德工業大廈1樓A11室 (in Chinese)
Tel: +852 2155 2892
Once received, they then send it back to the Shenzhen Factory for diagnosis and repair/replacement which ever applies. Turnaround time is approx 2month. I also suggest you send an email to: [email protected][email protected] to request an RMA# before sending it. It makes it more official and tracking easier.
Hope this helps!
Hi
I have omate true smart
Now the problem in touch screen
If any solution inform me
Hello. I sent my oneplus x for repair service but nobody sent me a e-mail nor a paper with some information at the pickup. It´s been a week since then. Has anybody here sent his phone to repair service? How was your experience?
When I reported the damage to Oneplus (my power button broke), they've sent me an email that DHL will be contacting me soon. They did, I called a pickup date and they picked it up. The repair took from 7th August (pickup) until 14th August (delivery). And I recieved a few days before the delivery an email from an polish repair service, that my device has been repaired. Maybe check your spam folder and if you dont get an answer soon, I would contact Oneplus (Support request).
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