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So I sent off my Asus Transformer Prime for several reasons.. Screen Bleeding, wifi and bluetooth issues, and a faulty connection between the prime and the dock, which resulted in the buttons only working 50% of the time, constant ejecting of the extra battery and SD card slot.
Now I live in the UK and there is no service centre here, so we have to send it to the Czech Republic to get serviced. I shipped it via UPS over a month ago and it arrived safely in the warehouse there. After the first week. I wonder why I haven't received word on anything about my device. I somehow stumble across an RMA status I was never told about. I see it as 'Repairing'.. after two weeks I still see it as 'repairing', and I decide to email tech support. I get nothing.
So I email Gary Key. He asks if I live in the US, and I say no. He never replies. So I message Derek Li.. He was very helpful but said he had no way to contact the European branch of ASUS, so that email conversation ended quickly. I contact ASUS support again, and they tell me they're waiting for a wifi module. I go check my status the next day and it has changed to 'WB1'.. Two weeks pass and still it is waiting for a part.
To conclude.. I have waited almost 5 weeks for my tablet to be returned. I am now doubting I will ever get it back.
ASUS has pretty much have taken my tablet and not replaced it.
DanteEx said:
So I sent off my Asus Transformer Prime for several reasons.. Screen Bleeding, wifi and bluetooth issues, and a faulty connection between the prime and the dock, which resulted in the buttons only working 50% of the time, constantly ejecting of the extra battery and SD card slot.
Now I live in the UK and there is no service centre here, so we have to send it to the Czech Republic to get serviced. I shipped it via UPS over a month ago and it arrived safely in the warehouse there. After the first week. I wonder why I haven't received word on anything about my device. I somehow stumble across an RMA status I was never told about. I see it as 'Repairing'.. after two weeks I still see it as 'repairing', and I decide to email tech support. I get nothing.
So I email Gary Key. He asks if I live in the US, and I say no. He never replies. So I message Derek Li.. He was very helpful but said he had no way to contact the European branch of ASUS, so that email conversation ended quickly. I contact ASUS support again, and they tell me they're waiting for a wifi module. I go check my status the next day and it has changed to 'WB1'.. Two weeks pass and still it is waiting for a part.
To conclude.. I have waited almost 5 weeks for my tablet to return. I am now doubting I will ever get it back.
ASUS has pretty much taken my tablet and not replaced it.
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Correct. 10char
chamberc said:
Correct. 10char
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10char? I am a little confused by this comment.
DanteEx said:
10char? I am a little confused by this comment.
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10char just means that he needed to type 10char to breach the 10 character limit
juntistik said:
10char just means that he needed to type 10char to breach the 10 character limit
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Thanks. That makes sense now .
Where do you find the RMA status? Sent mine back today, hope it won't take too long to return it though!
Cheers.
chistery said:
Where do you find the RMA status? Sent mine back today, hope it won't take too long to return it though!
Cheers.
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http://support.asus.com/repair/repairstatus.aspx?SLanguage=en
Just go here and select your country, and follow all the directions.
Thanks!
FWIW, I RMAed mine to the U.S. service center in Texas for the post-ICS random-reboot problem. It just sat with no status change, so I called them back after their quoted "14 business days" period had expired and complained about the delay. A few days later, they shipped me out a replacement (came from California).
Overall from the day I sent it to when I got it back was just over 4 calendar weeks.
UPS Paid RMA return can Take A While !
I called to get my RMA number and was delighted to learn that my unit was going to a city in the same province in Canada that I live. They told me that they would issue instructions on one e-mail (RMA #, address, packing, etc) and a prepaid UPS tag on a second e-mail.
First e-mail came and I followed the instructions then waited a week for the UPS collect e-mail info. I called the support group and they stated that they only pay the return shipping. Figuring old age is setting in - I arranged to send the unit in myself.
Of course three days after the unit is shipped - I get an e-mail with a UPS tag addressed and ready to print.
Oh, well - at least I get it back faster but to those who are offered prepaid - it does take a little bit of a wait from the first e-mail.
In the UK, UPS arrived with a pre-printed address label. It was picked up yesterday afternoon and today it arrived at Asus and is now showing as being repaired. Hopefully it won't take too long.
So all good so far.
Hmm, guess patience is the key to getting all this done
I sent mine in on the 11th from Ireland. RMA status said repairing for a few days, then waiting WB1 which is what it's been saying since. Emailed asus support and they said they would not get the "spare parts" til the 3rd of march..!! I replied that it was unacceptable and that I demanded a quicker turnaround. I have yet to hear back from them.
I give you guys a lot of credit for patience
wonger007 said:
Hmm, guess patience is the key to getting all this done
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kakesen said:
I sent mine in on the 11th from Ireland. RMA status said repairing for a few days, then waiting WB1 which is what it's been saying since. Emailed asus support and they said they would not get the "spare parts" til the 3rd of march..!! I replied that it was unacceptable and that I demanded a quicker turnaround. I have yet to hear back from them.
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But for me, I was always taught that "persistence pays off" There is no way in hell I would wait 14 days to "see what happens" as one post said, and I would not put up with ANY delays by Asus. period. I still don't get how people are afraid of offending someone in support. I have worked in support for too many years and believe me, we have thick skins. It's not like if you piss someone off they are going to spit in your soup, this is not a restaurant, LOL! Get every email and phone number you can find, and be the biggest pain in the arse they ever saw (or that you can muster up) because I can ASSURE you that the squeaky wheels get ALL the grease. You guys that sit quietly will get as much attention from support as you ask for. Ask for none, and you WILL get it. I promise.
I had my replacement back, in hand 5 days from when my defective Prime hit the Fedex Truck, and THAT was a day late because someone screwed up (but only ONE someone and only ONE screw up. That was with me all over them form the day it arrived, and I immediately started seeing "Not yet received, even though I had a "Signed by" name for the delivery. ****, I would start complaining that they are too slow BEFORE they get it. This way you can hit the ground running, LOL!
Mine now says Final Testing. Hopefully it'll be posted back quite soon then, in time for my holiday, which will be the real test if I can manage without a netbook.
This process is insane!
I decided to call my credit card company and explain what ASUS was pulling, and told them that I couldn't be without a tablet for 2 weeks.
They had me e-mail the vendor I bought it from (Don't want to name names because they did nothing wrong) even though it was past 14 days and request that they take it back for a refund or exchange.
When they responded that they could not, the credit card company reversed the charge on my credit card, and told me that they will have to do one or the other. It sucks that the seller did nothing wrong, but they will have to deal with ASUS, and not me. So either I'll have a replacement, or a refund and send back this Transformer.
If I do get a refund, I think I'll wait until all problems are resolved before I buy another.
chistery said:
Mine now says Final Testing. Hopefully it'll be posted back quite soon then, in time for my holiday, which will be the real test if I can manage without a netbook.
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Wow that was quick! I'll be interested to see if they've just replaced it, that's what I'm trying to get asus to do with mine. Dont want to wait ages for a lousy spare part.
kakesen said:
Wow that was quick! I'll be interested to see if they've just replaced it, that's what I'm trying to get asus to do with mine. Dont want to wait ages for a lousy spare part.
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Quick, because they just returned it "couldn't find fault". Couldn't ring or email to discuss either it seems.
chistery said:
Quick, because they just returned it "couldn't find fault". Couldn't ring or email to discuss either it seems.
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that sucks, what was the reason you rma'd it?
Any updates?
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.
Hey XDA friends
(i posted this on reddit an hour ago, but i think it will be read by more people here)
I have to let some steam off today...
TL;DR: worst customer support i have ever experienced!
Long story:
23.11.2011 ordered my prime via amazon 16.01.2012 received my wonderful Prime
in the first week the scratch resistant gorilla glass started to come off the bezel and lcd, on the top of the tablet. clearly being a manufacturing issue because the "glue-strip" holding it together was displaced on the top and on the side.
1.Feb: Contacting Amazon, they propose to send it directly to asus for faster repairing 1.Feb: ordering Asus Pick-up service 2.Feb: UPS fetches the package
so far so good. now the fun part starts:
7.Feb: checking online for repair-status. It sais: "Waiting for customer reply OOW-CID" (i had not received any mail or call) I called ASUS asking whats happening. They told me that i should have received a mail from the technician with an estimation of the costs. And it will be best to talk to him for any details regarding warranty issues. He will tell the technician to contact me again.
8.Feb.: writing an email to Asus customer support, explaining the issue and why it is not OOW CID (out of warranty, customer induced damage)
9.Feb: Support writes back: there will be an investigation, and in a few days they will make the desicion.
10.Feb.: i get a mail from the technician with the estimate of costs (95€ if i do nothing and have it sent back to me, 260€ to change the lcd) it was obvious the technician had not yet received the investigation mails from customer support
15.Feb: i send a copy of all my support mails to the technician explaining what is happening.
20.Feb: again mail to customer support that this is unacceptable and i will contact the Consumer Protection Board.
20.Feb: he answers: he hasn't heard back yet, and asks for more time.
23.Feb: 2 registered Letters (Amazon, Asus) telling them that they have 2 weeks for a satisfactory statement regarding this issue, until then the Consumer Protection Board will be informed.
29.Feb: Support supervisor writes to me that my Prime will be repaired free of charge. (warranty) the repair info site tells me "final testing"
2.Mar: the repair info site tells me: waiting for customer reply OOW-CID i write mail to the support supervisor.
2.Mar: he tells me i have to do nothing, they are waiting for a replacement part.
11.Mar: i mail him again asking for an update and if there is an estimate when i can get my tablet back. And that if they can't tell me when, maybe they shoult think about replacing the whole prime and send me a replacement.
It seems that the Transformer 700 series are out solving all Prime issues at the same Price. And i invested in a highend tablet in November not beeing able to no even touch it for more than one week!
Its now the 15.Mar. with no email or phone contact. WTF i just want to live in peace!
Maybe i can post this somewhere else where it has more impact ^
P.S.: If Asus reads this, please don't hesitate to contact me...
My only question would be, why did you send it off for repair in the first week of ownership as opposed to getting a replacement or refund?
At first i was contacting amazon.
They told me that they can't guarantee me a replacement item in the next months due to empty stocks etc. And suggested to send it in to Asus directly....
thats why
I received my Prime around the same time from Amazon. Had I needed service on it I probably still would've sent it back to them for a replacement, since they had more in stock and ready for shipping by the end of Jan.
It's all moot now...hope it comes back to you soon and properly working.
I will remember to opt for a slightly longer wait and full replacement / refund as opposed to "repairing" it. I'm often impatient with such things, so would have done the same you did and been even more screwed.
Its pathetic, you have purchased a device you can't use and its not your fault - its Asus' fault.
Hope you get it all sorted soon! I would be dieing waiting to get my tab back.
Sent from my 7 Mozart T8698 using XDA Windows Phone 7 App
PM Gary Key a link to this thread.
IMO this is categorically unacceptable. If this were MY employees fouling up my company's reputation like this someone would get a 1 month vacation w/o pay just as fast as I could find out who's responsible for this charlie foxtrot.
Unreal. One horror story after another. This whole thing has been a mess from the start. (not your situation, but everything involving the TP) I don't think I will be buying another ASUS product. Certainly not within the first 6 months of release...
Thanks for all the kind words!
I PMed Gary and i will post the updates
newellj79 said:
Unreal. One horror story after another. This whole thing has been a mess from the start. (not your situation, but everything involving the TP) I don't think I will be buying another ASUS product. Certainly not within the first 6 months of release...
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Same here! It's horrible the product was so rushed its not funny I really hope a few people got fired because of choices they made to push this product.
Sent from my PG86100 using Tapatalk
While no company gets it right 100% of the time, we are seeing some re-occuring themes in both the inconsistency of getting accurate information and the time taken to do actual repairs. You do tend to learn most about a company when something goes wrong. It seems pretty clear that the experience with Asus is pretty variable. It also seems to vary significantly from country to country. When I got my transformer repaired last year (for a faulty right speaker) I did have a pretty positive experience other than a minor lack of communication whereby Asus didn't pass on the delivery address to the courier company when they came to pick up the tablet (which delayed things by a day). The OP certainly hasn't been treated in a way that is consistent with their brand promise for 'persistent perfection'. They can't turn the clock back, but they can show they're learning. Many of the quality control issues that affected the original transformer was repeated with the Prime. So they better get it right with the future Pad 300, PadFone and Infinity models
However, regarding the transformer 700 (Transformer Pad Infinity). We've only seen the prototype that was shown off at CES, so we only know what is supposed to be fixed. Certainly, I can imagine in light of the issues with weak/more directional wi-fi and the ability of GPS that Asus would given these a lot more scrutiny. But who's to say at this point what issues (quality control related or otherwise) that the Infinity model is going to have. According to Asus on their UK facebook page, it won't be out until June at the earliest. Realistically, based on the availability of the original transformer and now the Prime that probably means July/August for actual physical stock. Also, based on what we know at this point, it won't be the same price as the Prime; there's $100 premium.
Robert
Dont they only have 30 days to repair otherwise they HAVE to send a new one? I think it is part of their warranty.
OP: Out of curiosity... you didn't happen to send the unit in for repair in their Jeffersonville, IN facility did you?
I've had a few 'experiences' with that facility, and my suggestion to most people, is if they tell you to ship it to that facility, demand it be shipped to another. (keep escalating it if need be) The other repair facilities I've encountered zero problems in... Jeffersonville, on the other hand, seem to hire the Geek Squad rejects.
Upside is that from what I've gathered, Jeffersonville seems to be a 3rd party repair facility for ASUS... so while I blame them for keeping them employed, I don't blame ASUS's techs.
@ Shadowlore
OP: Out of curiosity... you didn't happen to send the unit in for repair in their Jeffersonville, IN facility did you?
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Nope, currently it's in the Czech Republic, Europe.
@06g35meister
Dont they only have 30 days to repair otherwise they HAVE to send a new one? I think it is part of their warranty.
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is this for real?? i don't think so otherwise i would have got one already. (if it works automatically)
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..
Based on the "Not a Best Buy Prime" thread, I called Amazon about my Prime (purchased Feb 2012) and complained that it had gotten steadily worse and that Asus wasn't helping any. I demanded a new unit.
They found that Prime was out of stock and they had no timeline for return of stock. So I asked them to refund, and they agreed. Its not even going to be store credit! I just got the return labels emailed to me, and I'll soon get back my 650$!
I'm one thoroughly satisfied Amazon customer who'll gladly say goodbye to Asus!
ir87 said:
I'm one thoroughly satisfied Amazon customer who'll gladly say goodbye to Asus!
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Considering all the Prime issues. Asus should have just put out their own Trade Up program. I don't think many people would have had an issue trading in their Prime + some $ for a TF300 or TF700.
Great if true, between BB and Amazon....this product should have a 80+% return rate.
Thanks ir87 for the tip-off. I was just able to get a return/refund granted for my January Amazon order as well. However, this was not a standard procedure. For what its worth, here are the specifics of my experience:
First, I am a Prime member. I think that grants you some leeway. This was a 20-minute conversation with them. The call had to be transferred a couple times and supervisor approval was required to "bend the rules". All I did was explain all the problems that I have had, that I had already returned one TF201 within 30 days and that after the second one I tried resolving the issues with the manufacturer and that they stalled and gave me solutions that were worse than before (firmware updates and the GPS dongle). I told them that the manufacturer was unwilling or unable to fix the problems and that I was simply tired of dealing with them, and that I hoped to get a refund and never deal with Asus again. I remained friendly, and courteous throughout the call, never made demands, and was grateful for anything they could do for me. I did not tell any white lies like many in the Best Buy thread have done, and simply told it how it was. I do not believe that Amazon will continue to grant refunds for these once they see a pattern, but it never hurts to ask! Amazon ultimately wants their customers to be happy.
I am still looking at options, but I will probably replace my TF201 with a Samsung Note 10.1 combined with a Bluetooth keyboard. My Nexus S phone is made by Samsung, and I believe that they make a reliable well-thought-out product. I will never give money to Asus again, no matter what, and I will be steering clear of this Tegra chipset crap as well.
ebuyer
Ebuyer told me
1. Call Asus on 0870 1208340 with your date of purchase and the serial number of the product.
2. Explain the problem and tell them you need a fault log number for Ebuyer.com, they will ask you to do a few tests depending on the product. In most cases Asus will solve the problem directly with you and/or send out any replacement parts that are needed.
3. If Asus are unable to do this for you they will then provide you with a fault log number.
4. Please forward this onto our email address [email protected] with your RMA request number in the subject line (e.g. subject: 0781234).
5. We will then authorise your return and you will be sent the necessary emails needed to book a courier to come and collect the faulty item from you, once we receive this back we will turnaround your request within 3 - 5 working days.
However as I am over 6 months - I would not get a FULL refund by prorata (about -£50)
Wish there an easy option - such as a trade up program -as it is not a nice feeling with everyone returning theirs... or the impression at least!
cmccracken said:
Thanks ir87 for the tip-off. I was just able to get a return/refund granted for my January Amazon order as well. However, this was not a standard procedure. For what its worth, here are the specifics of my experience:
First, I am a Prime member. I think that grants you some leeway. This was a 20-minute conversation with them. The call had to be transferred a couple times and supervisor approval was required to "bend the rules". All I did was explain all the problems that I have had, that I had already returned one TF201 within 30 days and that after the second one I tried resolving the issues with the manufacturer and that they stalled and gave me solutions that were worse than before (firmware updates and the GPS dongle). I told them that the manufacturer was unwilling or unable to fix the problems and that I was simply tired of dealing with them, and that I hoped to get a refund and never deal with Asus again. I remained friendly, and courteous throughout the call, never made demands, and was grateful for anything they could do for me. I did not tell any white lies like many in the Best Buy thread have done, and simply told it how it was. I do not believe that Amazon will continue to grant refunds for these once they see a pattern, but it never hurts to ask! Amazon ultimately wants their customers to be happy.
I am still looking at options, but I will probably replace my TF201 with a Samsung Note 10.1 combined with a Bluetooth keyboard. My Nexus S phone is made by Samsung, and I believe that they make a reliable well-thought-out product. I will never give money to Asus again, no matter what, and I will be steering clear of this Tegra chipset crap as well.
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Several points here match my experience. I'm a Prime account holder too (Amazon Prime, that is), and I use it pretty heavily. As such, I usually have purchases worth about 30$ with them every month.
Second, I also remained courteous and friendly. I straightaway acknowledged that I knew this was well past the return window. I made that point that the device had become worse since that 1 month period, especially with new updates. I was asked if Asus was not willing to help. I told them that several users online could back up my claim that many issues remained unresolved even after RMA.
I also started the conversation with making a request for a replacement, not a refund. Before they found out that they were out of stock, replacement with a new Prime was what I was offered. If they do get it back on stock, I think they might just replace, instead of refunding. This is worth keeping in mind.
I was never transferred to a new person, but they did discuss this with a supervisor. At no point was I asked for specific problems that I had (which indicated to me that they were aware of these issues), and at no point was I asked to justify or argue for my request. The entire process was smooth, which strengthens my opinion that Amazon is aware of these issues with the Prime.
I'm also happy that this happened at this time. The tablet market is exploding, and a huge number of options are becoming available.
I can confirm I also got them to give me a full refund, I am ordering the 700. I got transfered to an Indian woman who refused, I then asked for her to transfer me to a supervisor in the US, she did. I explained I contacted Asus and that there wasnt any fixes for my issues that it was hardware related and the only reason I kept the tablet was Asus promised to fix, which they can't. He said there are exceptions to the rules, hes send me the return label now. Printing label now!
Edit:My prime was from May and I am not a Amazon prime member, I made it a point that Asus can't fix the issue with the Prime even after contacting them, there is no fix, period.
Woohoo! Finally get to say goodbye to this POS! Amazon just approved my full refund! Hopefully it doesn't take long to process. Not really sure if I want to buy another ASUS product but the Infinity is tempting. I have been reading bad reviews on the Note 10.1.
Purchased December 2011
Sent from my Transformer Prime TF201 using XDA Premium HD app
SFG said:
Woohoo! Finally get to say goodbye to this POS! Amazon just approved my full refund! Hopefully it doesn't take long to process. Not really sure if I want to buy another ASUS product but the Infinity is tempting. I have been reading bad reviews on the Note 10.1.
Sent from my Transformer Prime TF201 using XDA Premium HD app
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Did you say Asus can't fix it, thats its a hardware issue not software and then they said ok? I just don't trust Samsung and their ypdates, the abandon their products pretty quickly.
PS. My infinity will be here tomorrow, I ordered overnight shipping and they deliver on Saturdays here.
Ready2Mosh said:
Did you say Asus can't fix it, thats its a hardware issue not software and then they said ok? I just don't trust Samsung and their ypdates, the abandon their products pretty quickly.
PS. My infinity will be here tomorrow, I ordered overnight shipping and they deliver on Saturdays here.
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I really didn't say too much other than Asus support never provided. They initially offered me a 50% discount and I told them that was unacceptable. When I asked for a supervisor, they put me on hold for a few minutes and then came back and said it was authorized for a full refund.
Only reason I am a considering a tf700 is the dock and resolution. The Note just seems to gimmicky. Is there another comparable tablet not made by asus?
Sent from my Transformer Prime TF201 using XDA Premium HD app
Has anyone of you unlocked their prime?
Sent from my HTC Desire Z using XDA Premium HD app
demster said:
Has anyone of you unlocked their prime?
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My Prime was rooted but not unlocked. I unrooted it and did a factory reset before shipping it back to Amazon.
Anyone done this on an unlocked Prime from the UK Amazon?
Sent from my Transformer Prime TF201 using XDA Premium HD app
Well it looks like my infinity is a dud right out of the box. It boots to nvidia logo then shuts off. I'm hoping it just needs to charge for a little bit. @&*()(*#&#)(@_)(@*[email protected]*@_)*@&#&$$
Looks like it just needed to get some juice, but it does have some light bleed, I will continue to post as I use it
Edit: Update on my Infinity. Looks like Amazon has pulled them because of the quality of the item. Mine has a problem where it doesnt seem like the screen is seated properly on the bottom left hand side. I don't have to use any force to make it move in and out about an 1/8of an inch. It's right next to the micro hdmi, headphone and speaker hole, it's like it's hollow there or something.
They know about the issue and thats why its pulled.
Just wondering, for those who were successful in trading it in, did you guys call or did online chatting with their rep? Does it matter?
daniel60104 said:
Just wondering, for those who were successful in trading it in, did you guys call or did online chatting with their rep? Does it matter?
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I had them call me feature, first person was in the US, she transfered me out of country and the Indian lady refused, I then asked to be transfered to a US supervisor who listened, made an exception to the rule and here I am with an Infinity that the screen moves on, and now Amazon has pulled their whole inventory because of customer complaints. They stated it could be up to 2 weeks before the issue is resolved, and if they can't get it resolved it will be removed from their inventory.
Ready2Mosh said:
I had them call me feature, first person was in the US, she transfered me out of country and the Indian lady refused, I then asked to be transfered to a US supervisor who listened, made an exception to the rule and here I am with an Infinity that the screen moves on, and now Amazon has pulled their whole inventory because of customer complaints. They stated it could be up to 2 weeks before the issue is resolved, and if they can't get it resolved it will be removed from their inventory.
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Update: Just called them and Amazon rep said that an exchange is impossible and a refund will be given once I return the product. Quite speedy, didn't have to get transferred or anything!
I just told them about the weak WiFi/no GPS issues (and how ASUS did not solve anything) and immediately the refund is approved. The reps apparently are told to just process the refund for us as the rep pretty much implied it.
I did it for mine and my friend yesterday over Amazon chat. Told them about the manufacturing defects and asked if I could get it exchanged, they said they could not exchange it but they could refund me if I return it. Both our primes were purchased from the warehouse back in March.
daniel60104 said:
Just wondering, for those who were successful in trading it in, did you guys call or did online chatting with their rep? Does it matter?
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I called
Sent from my SPH-D710 using xda premium
3 weeks ago I got them to give me a full refund for my prime purchased back in march. They made an exception as well. After receiving it they charged a 20% restocking fee. I called them back up and they refunded the rest no problem. Good luck to anyone else who tries.