My Nexus 10 has light bleed, which seems to be common among the users here at XDA. It also has a "dim patch", and multi-touch doesn't work properly. So i've decided to have the device replaced/repaired.
I contacted Google 2 days ago and explained my situation, they said that the only options they would have would be a remorse return (i'm already out of my 15 day window), or replacement. As many of you know, in order to have a replacement done it is required for Google to place a ~$400 hold on your card associated with your Google Play account then a new device is sent. I don't have a credit card and I cannot have $400 tied up for 2+ weeks, so i'm not able to use that option either. At that time they directed me to Samsung for further assistance with a warranty repair. I don't have an issue sending the device in, so I call Samsung.
A Samsung rep stated that "we just make the thing, we don't provide any service" and directed me back to Google for assistance. I brought up the warranty information included in the box with the unit itself, and he quickly denied any ability to file a repair order for a Nexus tablet.
So I call Google...
The first rep indicated that ASUS is their "go-to" repair partner, and I should have contacted them. He agreed that Samsung made the tablet, as well as confirmed the prior information about the replacement policy. Amused, I called back and requested a Supervisor. The "Floor Supervisor" in that particular call center stated the following: "*sigh* We've been getting this all day long, sorry for any misinformation you were provided. The only option to have the Nexus 10 replaced or repaired under warranty is under our replacement. We will replace your tablet for the warranty period only, provided there is no physical damage to the device from the user. Samsung will not respond to any inquiries about the Nexus 10 tablet, and does not offer any services for warranty repair. Your only option is to replace it with Google. Do you have any further questions?"
I decided to call Samsung again, because I couldn't believe that was the case. Within 5 minutes I had an e-mail with shipping labels to have my device repaired. The agent was a nice guy, and apparently frequents XDA. We had a conversation about the tablet itself and the entire Nexus launch process, talked about specs and whatnot and disconnected the call.
At this point i'm annoyed and offended with the whole Google experience.
I've had a pretty good experience so far with getting my Nexus 10 replaced.
So my tablet stopped working completely a few days after getting the 4.2.1 OTA update (had the busted base firmware) so I called up the devices support on Google Play, explained the situation to the guy on the phone and he emailed me a form that told me what I needed to do. Used the provided link to organise a pickup time/location and used a special link to order a new tablet (with the money being held until it's verified as covered by warranty).
I have my new tablet with the old one being picked up last week. Hopefully it doesn't take long to verify the tablet broke from no fault of my own and they release my money. The only strange thing is the form for the device pickup was about the Nexus 7 so hopefully it gets to the right place (And if it doesn't then it's not my fault because the guy I talked to knew it was a Nexus 10 and and the special play store link was for a nexus 10).
On the other hand I've been trying to get a refund for my Samsung monitor for a few months and I haven't heard anything from them.
Scared27 said:
I've had a pretty good experience so far with getting my Nexus 10 replaced.
So my tablet stopped working completely a few days after getting the 4.2.1 OTA update (had the busted base firmware) so I called up the devices support on Google Play, explained the situation to the guy on the phone and he emailed me a form that told me what I needed to do. Used the provided link to organise a pickup time/location and used a special link to order a new tablet (with the money being held until it's verified as covered by warranty).
I have my new tablet with the old one being picked up last week. Hopefully it doesn't take long to verify the tablet broke from no fault of my own and they release my money. The only strange thing is the form for the device pickup was about the Nexus 7 so hopefully it gets to the right place (And if it doesn't then it's not my fault because the guy I talked to knew it was a Nexus 10 and and the special play store link was for a nexus 10).
On the other hand I've been trying to get a refund for my Samsung monitor for a few months and I haven't heard anything from them.
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They have been holding my money since nov 16. At this point I am somewhat worried. Perhaps I should call them.
tcb4 said:
They have been holding my money since nov 16. At this point I am somewhat worried. Perhaps I should call them.
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haha yes. I would have called them after 2 weeks (and if I don't get my money by the end of this week I will be calling them).
edit: I just checked my bank account and I no longer have a pending payment from Google. huzzah!
Biohazard0289 said:
At this point i'm annoyed and offended with the whole Google experience.
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Yep. It's truly dreadful. Did Samsung indicate how long it would take for the repairs to be carried out? Are they covering the shipping costs too?
boominski said:
Yep. It's truly dreadful. Did Samsung indicate how long it would take for the repairs to be carried out? Are they covering the shipping costs too?
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Click to collapse
They said 1-2 weeks before the device is at my door. They emailed the shipping label to me also. I included a small note with a list of device issues, just in case.
Dropped it off this morning, I'll report back with return time frame and what condition I get it back in.
To Samsung's credit, once I found someone who was knowledgeable it's been pretty smooth, we'll see what happens. Has anyone else done a warranty service for this device yet?
Sent from my HTC One S using Tapatalk 2
Update: Received by Samsung on Thursday, spoke with someone at the repair center who said she is going to try to have it on its way back by Tuesday morning. Verified screen would be replaced and tested prior to return.
Sent from my HTC One S using Tapatalk 2
Does this apply to the UK......
Please please let me know how this goes! I've yet to get a good one by Google but my original is the best of the lot. Everything other than the wonky notification light and screen are perfect and i don't want a worse one at the expense of the screen. If they just put a good panel in there it would totally be worth sending in for warranty work!
Sent from my Nexus 4 using xda premium
Jayrod1980 said:
Please please let me know how this goes! I've yet to get a good one by Google but my original is the best of the lot. Everything other than the wonky notification light and screen are perfect and i don't want a worse one at the expense of the screen. If they just put a good panel in there it would totally be worth sending in for warranty work!
Sent from my Nexus 4 using xda premium
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Sure, I have every intention of keeping this thread updated when I know something. As far as i'm aware and from what the employees at Samsung Support/Samsung Repair Center have said, this is one of the first (if not the first) warranty service requests processed for this device.
We'll see how it goes..
All of Samsung's standard service and support services apply. It's on their site as the GT-P8110.
http://www.samsung.com/us/support/owners/product/GT-P8110HAEXAR
Waiting with baited breath on the return of your device man. Tomorrow is Tuesday... hopefully they send you some kind of tracking tomorrow so you know it's back for sure. Would be sad if they put the new panel in, fired it up, actually looked at it, found that they have a real problem with the screen tech they put in this thing and had to go through a few to get a good one! I'm more afraid that they just check to see if you have one that powers up, take a 2 second look at it and send it back. I would honestly live with very minor light bleed at 80-100% brightness and NO DIMMING BAND. The band is what is distracting to look at. I honestly cannot see my light bleed anymore, even when I look for it. It is only one spot, and only visible (barely) when I first power up at max brightness. It's that awful half inch dimming that runs the entire camera side of the device... the LONNNNG edge.
I regret that I did not take a before picture, but I'll know if it's repaired. I hope it is flawless, but it's not something I'm expecting. No update today, hopefully some news tomorrow.
Sent from my HTC One S using Tapatalk 2
Well whatever their resolution... It will let me know the limitations of what they can repair. If my replacement sucks badly... Ill send that one back as well. If your repair nets you a near perfect repair then Ill just send the original in to them. As I've stated many times before, minimal light bleed under extreme conditions is OK for me... The dimming is not.
Sent from my Nexus 4 using xda premium
Jayrod1980 said:
... minimal light bleed under extreme conditions is OK for me... The dimming is not.
Sent from my Nexus 4 using xda premium
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I completely agree. I don't really expect to have a flawless unit in terms of light bleed, but I'll admit that I am disappointed with the amount of bleed on some of the units we've seen.
Update on Samsung: According to the tracking system, the tech replaced the LCD panel and QC'd it, then two other individuals also signed off that it passes their QC. I plan to call today to see if anything else is being done, or if they plan to ship it soon. With the upcoming holiday, UPS may take require some extra time to get it here.
Sent from my HTC One S using Tapatalk 2
thank you for posting this question ...i tried the answer on the reply n3 but he doesn't work with me plz help me
Tracking number for shipment recieved. The email had some comments from a technician:
LCD dim/blank, SEG. lines/discoloration
RESOLUTION: LCD REPLACED, PRODUCT SHELL SECURED
I'm a little curious about the last line, what exactly would they have done to secure the shell?
Sent from my Galaxy Note II
Biohazard0289 said:
Tracking number for shipment recieved. The email had some comments from a technician:
LCD dim/blank, SEG. lines/discoloration
RESOLUTION: LCD REPLACED, PRODUCT SHELL SECURED
I'm a little curious about the last line, what exactly would they have done to secure the shell?
Sent from my Galaxy Note II
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On one I returned the back cover had somehow become misaligned near the top where the snap on cover piece is, causing it to pop out occasionally.
Wonder if it might be something similar.
When is it scheduled to be received? Please post photos and detailed yadda yadda. when you get it back. My RMA replacement strived today. After work ilk know whether I need to go your route.
Sent from my Nexus 10 using xda premium
When is it scheduled to be received? Please post photos and detailed yadda yadda. when you get it back. My RMA replacement strived today. After work ilk know whether I need to go your route.<br />
<br />
Sent from my Nexus 10 using xda premium
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It's scheduled to arrive Dec. 24th, hopefully that'll be a worthy Christmas present.
I'll make sure to include everything (good or bad) as soon as possible.
Sent from my Galaxy Note II
Related
I am very curious about this. I have more and more problems appearing with my Prime and wanted to hold off repairing it until after my trip. But I don't think this will happen.
So the question remains, How long did it take your Prime to come back to you after repairs? Also Include, what was wrong with it.
My current problems are as follows:
1. GPS (like everyone else)
2. Wifi / BT (like most people)
3. Rear Camera - (view finder has artifacts and pictures only save as solid green images.)
4. Battery - My device would sometimes read the stats on the battery and give me a percent. Other times it would suddenly show 0% but still continue to be powered on. And now it always shows 0% but no longer stays powered on since the battery is now drained. The battery no longer charges since it always says 0%. I can not update my firmware since my battery isn't above 15%.
EDIT: Battery does hold a charge, but still shows 0%. Therefore, no firmware updates for me for now. I'm guessing the battery sensor became damaged somehow.
They've had mine for more than 3 weeks now and the status is still "Waiting-[WB5] Wait for Repair\Test\Aging". I'm starting to wonder if I'll ever see it again.
The problem I was having with mine was that it claimed it was docked and acted like it was docked (as the screen orientation wouldn't change and the battery would charge like there was a dock attached) even though I don't even own the dock.
RichardFeynman said:
They've had mine for more than 3 weeks now and the status is still "Waiting-[WB5] Wait for Repair\Test\Aging". I'm starting to wonder if I'll ever see it again.
The problem I was having with mine was that it claimed it was docked and acted like it was docked (as the screen orientation wouldn't change and the battery would charge like there was a dock attached) even though I don't even own the dock.
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That is the fear I have that I will be without a tablet for awhile. Makes you want to buy another tablet to fill that void. Go back to a laptop?? no way!
Got my RMA tonight and shipping it out tomorrow. Wish it luck!
It took 24 calender days or 16 business days for me. ASUS sat on my original Prime for about 5 business days and then decided the repair would take too long. They shipped me a new C1.
On the new unit: WIFI is satisfactory (still dropping off past 30 feet); light bleed and dead pixels are gone (perfect screen) and the GPS is worse than the first one. I'll eventually call ASUS again about the GPS - but I'm sick of them and they're sick of me for now.
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'm in the Great White North).
Cheers.
****ing_lukin said:
It took 24 calender days or 16 business days for me. ASUS sat on my original Prime for about 5 business days and then decided the repair would take too long. They shipped me a new C1.
On the new unit: WIFI is satisfactory (still dropping off past 30 feet); light bleed and dead pixels are gone (perfect screen) and the GPS is worse than the first one. I'll eventually call ASUS again about the GPS - but I'm sick of them and they're sick of me for now.
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'm in the Great White North).
Cheers.
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Click to collapse
Thanks for the tips. I will keep them in mind. Back to using my good old Captivate. I will keep everyone updated. Should be arriving at Asus tomorrow.
They tell you that they have 10-14 business days to repair your unit. And that is after they check it in.
Mine arrived on a friday at 10am, they didn't check it in until the following Tuesday.
I called and followed up on a regular basis. I was in waiting until the 14th day when the status switched to ready for shipping.
After all that, they simply sent a new one from California. I am supposed to be getting it today. I shipped it out on 1/17.
So follow up on a regulat basis, and be patient. It will be awhile.
Sent from my SCH-I800 using Tapatalk
Update: Today I received a phone call stating that my unit was sent to the wrong facility. So it is now being sent from CA to TX. Then when it is received there it is a 10-14 day turnaround. Thanks for telling me the wrong address.
I'm a little frustrated.
This is for the OP
Now that you have made the hard decision to part with your Prime, and I knoow how difficult that can be especially with an unknown return date. Here is a shameless double post I wrote in another thread about RMA, my experience and a pep talk about staying all over Asus Support until it's on it's way back. If you sit back and wait, it will ikely be a long one. Fortunately for me I had a high level Support Manager before the RMA began. It helps. A Lot.
Though most of us are seriously afraid and unwilling to go the RMA route, it is a viable option. You just need to do it in a way that decreases the odds of getting screwed around. If you look for the RMA thread here on XDA, there are multiple horror stories of tablets sitting, not checked in, for days, in "test" or "waiting for parts for a week or more etc. That reeks of a) SMS is not a good repair center, and b) SMS is overwhelmed with a large number or Prime tablets, thus creating slow turn arounds, and multiple cases "falling through the cracks" How do you avoid this, or as I said, decrease the chances of becoming one of the casualties? Well, like anything else a bit of research goes a long way. Knowledge is power. What I did was, get Gary Key's email (you can send him an email from the first 3 stickies in the Prime General threads, then just note the address (think it's [email protected]) Get EVERY email address of the ASUS support personnel that you can find. BEFORE you send you tablet anywhere, use Asus escalation mailbox, and sned a note, cc everyone on the list, and explain your position. Be diplomatic, but make your displeasure known, in plain terms.
Explain that you do not want to be without the tablet for anything more than a few days, and see what they are willing to offer going in.
Step two, once you RMA the unit, start bothering them for it's return IMMEDIATELY, if not sooner. They offered to overnight mine into the repair center, and by noon the next day when it showed as "not yet received" even though I had a delivery confirmation and the name of who signed, I went right for the jugular: "Problems already" was my subject line or something like that, LOL!
Stay on their case, THEY KNOW that the percentage of broken Prime is too high, and they are TRYING to be proactive about it. You just can't be all "Oh well, they have my unit.. they will fix it I am sure, I hope it doesn't take TOO long", LOL! Multiple guys in the RMA thread were saying stuff like: Well, Gary is trying to help, I don't want to piss him off" ???? Why not? You are 100% entitle to piss off any and everyone you want to until you are satisfied with your purchase.
Other guys were saying: "I was told they would call me in 48 hours... If they don't I will call again..." Bull ****ing ****!!!!! You call them daily, hourly... CONSTANTLY until you are given what you need.
My RMA was back in my hands on the 5th day from sending it in. A brand spanking new prime, opened and tested. Is it perfect? Pretty close. In fact, it is as perfect as I think this design is capable of. Sent it Monday. Had new Prime in my hands Friday morning. You should expect, nay DEMAND the exact same thing. And you know what? If you do, you will get it. I promise you that. Just don't lie down and be a sheep, waiting to see what Asus is gonna do. Asus is going to do the absolute least that they can get away with. That's the point. Just don't let them get away with it, otherwise you are a willing victim.
There. Pep talk over... Rant over (for a bit) The Prime must be one of the most polarizing bit of new tech to roll in the last year, for sure.
Wow, that was a petulant post. Wah wah.
I live near the facility that Asus uses for these repairs. I just dropped mine off minutes ago and pretty sure it was a manager type that took it out of my hands. Fyi, this company does repair work for more than Asus. So they may very well be busy as hell. It was a nice looking facility. Anyway, I will update this post when I get it back. Until then....
Sent from my PC36100 using XDA App
Update: Dropped it off myself yesterday around noon, they just updated the status to wb5 waiting...
SmartAs$Phone said:
Asus is going to do the absolute least that they can get away with. That's the point. Just don't let them get away with it, otherwise you are a willing victim.
.
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Wow. I wish I had seen this before I sent mine in.... Everything you said is EXACTLY the b/s I've been dealing with since they received it on 1/30/12.
WB5 waiting........
My transformer has some crazy screen issue they can't figure out so I haven't even be able to use a TFP at all, ever...... Still a virgin to ICS and it has been eating at me since I had to send it in.
Sent from my SAMSUNG-SGH-I997 using Tapatalk
Of course they will do as little as they can get away with. Asus has to pay SMS Infocomm to repair their products. None of this is free for them. Which is why they should be learning the lesson of releasing a more finished product. However, I would love to know what Asus tells SMS about fixing these, i.e. emails or meetings.
Update: No update from the repair center.. But, on Friday, Gary did message me back saying he would try and get this figured out for me. ASUS website still doesn't show it being received so I will probably give them a good call later today after work.
It took mine 2 weeks, and they just replaced it.
Update: I was emailed yesterday telling me either they will send a replacement or just give me a full refund for whatever I paid for the device. Today, I had the official email telling me that the easiest thing to do at this time was to give me a full refund and that they would be sending me a check within 5 days. I guess it's good because I paid $600 for the 16GB version so I guess now I can just get the 64GB version with my refund.
So it took 3 weeks, to give me a result.
So I called hp on Saturday, and told him about the crack by my speaker which is due to faulty designs I guess. And he told me hp changed the warranty and they no longer cover this? Is this true? He told me it would cost around $300 to fix! Can anyone help? Thanks in advance
Sent from my SGH-T989 using Tapatalk 2
hoose23 said:
So I called hp on Saturday, and told him about the crack by my speaker which is due to faulty designs I guess. And he told me hp changed the warranty and they no longer cover this? Is this true? He told me it would cost around $300 to fix! Can anyone help? Thanks in advance
Sent from my SGH-T989 using Tapatalk 2
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Click to collapse
He is a jerk, and a liar. Call again and talk to someone else!
Thank you, I figured he was lying. I asked to speak to a supervisor and told me one was not there. I'm gonna give it another go.
Sent from my SGH-T989 using Tapatalk 2
I have had two repaired in the last six weeks for exactly that problem under the HP warranty. If they give you any more s××t .PM me and I will give the repair # ,copy of confirmation emails and the repair statement that I received on there return.
i would suggest not sending it in unless it is very bad. i've read that there is a good chance you wont get the same device back. for example, they'll accept your touchpad, pull one from the refurb pile, and send that to you instead. the other devices may or may not be worse (with other problems) than the one you sent in to fix.
x000x said:
i would suggest not sending it in unless it is very bad. i've read that there is a good chance you wont get the same device back. for example, they'll accept your touchpad, pull one from the refurb pile, and send that to you instead. the other devices may or may not be worse (with other problems) than the one you sent in to fix.
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Click to collapse
The two that I sent back were picked up and returned in 1 week repaired with new back covers and were definitely not refurb's . Although one that may have had a beer spilt over it and was not repairable was replaced with a refurb that I have never had a problem with .
So don't believe everything you read .
maybe it depends on where you are located. i'm in america and have read lots of horror stories, maybe things are different/better in the uk
here are some fine examples of previous experiences i've read about:
http://forums.webosnation.com/hp-to...uchpad-warranty-repair-depot.html#post3318913
http://forums.webosnation.com/hp-to...g-my-touchpad-back-hp-repair.html#post3319918
http://forums.webosnation.com/hp-touchpad/313370-im-out.html
http://forums.webosnation.com/hp-touchpad/312515-warrantee-experience.html
i'd really only consider sending it in if it was something that i could not tolerate.
Thanks to both you guys, and it's not really that bad, but my warranty is about to run out. That's why I was thinking of sending it in. I'll call them tomorrow morning and see what happens. I'll let you guys know, and once again, thanks a million!
Sent from my SGH-T989 using Tapatalk 2
hoose23 said:
Thanks to both you guys, and it's not really that bad, but my warranty is about to run out. That's why I was thinking of sending it in. I'll call them tomorrow morning and see what happens. I'll let you guys know, and once again, thanks a million!
Sent from my SGH-T989 using Tapatalk 2
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Click to collapse
As I said I haven't had any problems with mine, and what I would say I in my personal experience is once they start it doesn't get better, ie with mine I had a very small crack by one speaker and three months later it turned into 3 both speaker's and by the USB jack. My daughters only had one but that was sent back straight away.
Anyway good luck and if you need proof that they do cover it don't hesitate to pm me .
Don't forget to wipe!
hoose23 said:
So I called hp on Saturday, and told him about the crack by my speaker which is due to faulty designs I guess. And he told me hp changed the warranty and they no longer cover this? Is this true? He told me it would cost around $300 to fix! Can anyone help? Thanks in advance
Sent from my SGH-T989 using Tapatalk 2
Click to expand...
Click to collapse
A couple weeks ago we sent two in for case replacement for speaker cracks, received them back in about a week, same units.
x000x said:
i would suggest not sending it in unless it is very bad. i've read that there is a good chance you wont get the same device back. for example, they'll accept your touchpad, pull one from the refurb pile, and send that to you instead. the other devices may or may not be worse (with other problems) than the one you sent in to fix.
Click to expand...
Click to collapse
This is not what I've observed for crack repairs on the two we sent in.
hoose23 said:
Thanks to both you guys, and it's not really that bad, but my warranty is about to run out. That's why I was thinking of sending it in. I'll call them tomorrow morning and see what happens. I'll let you guys know, and once again, thanks a million!
Sent from my SGH-T989 using Tapatalk 2
Click to expand...
Click to collapse
We sent ours in because we are at the end of our warranty too. Just don't ever mention Android OS:
Make a backup
Copy it off to your PC along with anything else of value
ACMEuninstall
webOS security wipe, to remove all traces of warranty revoking un-authorized software.
Like that was the cause of your cracks. If you let your warranty run out, your out of luck. Then it doesn't matter, save the $300 and get a tablet with native JB!
Called hp and again a no go. They guy said they stopped covering the crack about two months ago. Am I out of luck here? And check your pm sstar
Sent from my SGH-T989 using Tapatalk 2
I got arranged an RMA on mine on mid July, finally picked up the start of August and then got it back around the 19th August. IT came back messed up, they replaced the back (yay), however it can't pick up a wifi signal unless you're within 1m of the router (I tested with 3 routers and WebOS and Android), you can't even use WebOS without a wifi connection, anyway I presume some idiot at HP/Palm forgot to connect the wifi antenna, not sure what else they did, but it crashed in WebOS settings and it sometimes failed to start up showing a battery with a question mark.
It was finally collected yesterday so coming up on two months since this mess started, and not sure how long it will take to be fixed, they said 10 days but it took two weeks last time, but I know that HP have now outsourced it in the UK at least and they don't have spare parts and can't order them, just get random shipments and you have to hope the part comes or you have to keep waiting.
So different to my case replacement last October which took about 10 days in total. No wonder HP had to pull out the market, I also emailed the CEO's of HP UK and then after no reply CEO of HP USA after I got an unusable touchpad sent back after a month, neither even bothered to reply, not even a scripted thanks for your email. Really bad service in my opinion.
I have speaker cracks and my warranty is up next week. I'm just gonna use a drop a super glue and call it a day.
Sent from my cm_tenderloin using Tapatalk 2
I would contact Palm using the live chat. They helped me out when I got my first Touchpad which the screen wasn't sitting correctly in the housing. Also the home button LED did not properly light the button. I guess that is what happens when you get a Touchpad from the last batch.
Sent from my HTC One S using xda app-developers app
Got it back after 6 days, all they'd done was ran WebOS Doctor on it and sent it back, not fixed anything so still broken and I have to send it off AGAIN. Idiots.
Got it back again today, still not fixed, all they did was another software update, they're claiming wifi works.
It get's lowest signal within metres of the router (I tried 3 routers), when before I sent it off to get the cracks fixed it would get full signal on different floors of the house. For comparrison my laptop next to my touchpad has my network on full signal, and 4 others on medium signal, the touchpad is just mine on low (3m from the router).
They told me to send it back again (4th time) and keep hoping someone will fix it, will be writing a letter to HP UK HQ over the weekend and failing that I think it will have to be legal action.
I've been reading through the RMA pieces and they are long and really don't end with good notes, but does anybody know of an escalation process for the Texas RMA center? I'm on my second go around with them after having the tablet since Feb where now I can't use it for more than 30 minutes without it locking up and / or rebooting and once it starts, it gets progressively worse until it just locks up and reboots at the first boot screen. It's happened both times with the tech support (so they even said it's not working right) even trying to go into the boot loader and doing a reset there and freezing up before I can even navigate over to do it).
Needless to say, the repair status is, "Product repair is in progress.-[WF9] Wait for Customer Confirmation-No Trouble Found". They haven't contacted me yet and really the trouble was found / seen by the tech on the phone. I use it for work non-stop (well, when I have it, back to pen and pencil now and explaining why I'm without it yet again) so I really need it fixed. Anybody have a way to escalate it? I really want it back and working. I loved it when it worked but now I feel that I was sold a defective product and they really don't have a repair department above if something is physically cracked.
phikapjames said:
I've been reading through the RMA pieces and they are long and really don't end with good notes, but does anybody know of an escalation process for the Texas RMA center? I'm on my second go around with them after having the tablet since Feb where now I can't use it for more than 30 minutes without it locking up and / or rebooting and once it starts, it gets progressively worse until it just locks up and reboots at the first boot screen. It's happened both times with the tech support (so they even said it's not working right) even trying to go into the boot loader and doing a reset there and freezing up before I can even navigate over to do it).
Needless to say, the repair status is, "Product repair is in progress.-[WF9] Wait for Customer Confirmation-No Trouble Found". They haven't contacted me yet and really the trouble was found / seen by the tech on the phone. I use it for work non-stop (well, when I have it, back to pen and pencil now and explaining why I'm without it yet again) so I really need it fixed. Anybody have a way to escalate it? I really want it back and working. I loved it when it worked but now I feel that I was sold a defective product and they really don't have a repair department above if something is physically cracked.
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Where did you purchase your Prime from? I might consider talking to the retailer, particularly if it was Amazon. I would explain to them the details of your situation and ask if they can do an exchange. You'd be happy to exchange this one for a working one, right?
I'm reasonably happy with my Prime. The features make Apple's product look like a toy. The post-sale support from ASUS, on the other hand, is absolutely horrible! After losing a couple of rubber feet on my dock, I sent a support REQ asking if I could get a set of rubber feet. They wanted me to do an RMA.
It's worth a try, asking your retailer...
phikapjames said:
I've been reading through the RMA pieces and they are long and really don't end with good notes, but does anybody know of an escalation process for the Texas RMA center? I'm on my second go around with them after having the tablet since Feb where now I can't use it for more than 30 minutes without it locking up and / or rebooting and once it starts, it gets progressively worse until it just locks up and reboots at the first boot screen. It's happened both times with the tech support (so they even said it's not working right) even trying to go into the boot loader and doing a reset there and freezing up before I can even navigate over to do it).
Needless to say, the repair status is, "Product repair is in progress.-[WF9] Wait for Customer Confirmation-No Trouble Found". They haven't contacted me yet and really the trouble was found / seen by the tech on the phone. I use it for work non-stop (well, when I have it, back to pen and pencil now and explaining why I'm without it yet again) so I really need it fixed. Anybody have a way to escalate it? I really want it back and working. I loved it when it worked but now I feel that I was sold a defective product and they really don't have a repair department above if something is physically cracked.
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Email Hai ([email protected]) he is the technical manager that was listed as a contact on the forums by Gary Key. He is not in Texas, he is in California however I worked with him on 3 separate RMA's for my prime and the guy is great. If you email him with the RMA number I am sure he can offer some assistance.
Hope this helps.
For anyone who has sent their prime in for RMA: do you recommend removing a screen protector before sending it? Will ASUS likely take it off? I have a Skinomi, and could probably get a new one under the lifetime warranty they have (if I have to take it off and it accidentally gets damaged), but if I can leave it on that would be ideal.
Thanks.
Sent from my HTC One XL using xda premium
I wouldn't use a protector on prime in first place, it has gorilla glass but that's me . It all depends what are they fixing. The cpu or dock? If cpu, take it off and save it.
Sent from my Samsung Relay using Tapatalk 2
RaMcHiPTech said:
I wouldn't use a protector on prime in first place, it has gorilla glass but that's me . It all depends what are they fixing. The cpu or dock? If cpu, take it off and save it.
Sent from my Samsung Relay using Tapatalk 2
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Its for the camera issue. I guess I'll take it off just in case
Sent from my HTC One XL using xda premium
I sent mine in and got it back fine. Took just about 2 weeks total turn around. I took a bunch of photos of me packing it to prove it was packed. I sent NOTHING but the tablet. Nothing. No case, no SD card, no charger, no GPS dongle, no screen saver, no nothing.
But now, I am over this tablet and seriously don't even use it. Going to likely sell it.
Lock-N-Load said:
I sent mine in and got it back fine. Took just about 2 weeks total turn around. I took a bunch of photos of me packing it to prove it was packed. I sent NOTHING but the tablet. Nothing. No case, no SD card, no charger, no GPS dongle, no screen saver, no nothing.
But now, I am over this tablet and seriously don't even use it. Going to likely sell it.
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I'm actually sending it in to see if I can get the camera fixed under warranty (even though I'm unlocked...fingers crossed). Then I am probably going to sell it. I figure I'd have better luck selling it with a working camera, so worth a shot to see if they'll fix it.
cbasse said:
I'm actually sending it in to see if I can get the camera fixed under warranty (even though I'm unlocked...fingers crossed). Then I am probably going to sell it. I figure I'd have better luck selling it with a working camera, so worth a shot to see if they'll fix it.
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In case anyone cares, I have some good news for anyone considering an RMA for the camera. Just got mine back after sending it in, and upon first inspection it looks like 1) they replaced the camera module (works now!), and 2) I am still unlocked! I'll report back after trying to install Hairy Wookie Bean (or whatever it's called these days). :beer:
Sent from my HTC One XL using xda premium
cbasse said:
In case anyone cares, I have some good news for anyone considering an RMA for the camera. Just got mine back after sending it in, and upon first inspection it looks like 1) they replaced the camera module (works now!), and 2) I am still unlocked! I'll report back after trying to install Hairy Wookie Bean (or whatever it's called these days). :beer:
Sent from my HTC One XL using xda premium
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So you were able to send it in without paying for repairs? They want to charge me 200 for it....
Sent from my Samsung Relay using Tapatalk 2
RaMcHiPTech said:
So you were able to send it in without paying for repairs? They want to charge me 200 for it....
Sent from my Samsung Relay using Tapatalk 2
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Asus authorized the repair of my unlocked prime, they swapped out the motherboard because of a sound problem, thats the good news
the bad news I got back it wiped, locked and restocked, with no current way to unlock, or OTA.So im stuck
The issue is about screen getting glitched output. I don't think this is a software issue. There is some hardware issue because I tried flashing 5.0, 5.0.2, 5.1.1 still problem persists. Randomly at any time the glitched screen like seen in the pic is popped up in between from any app or just home screen. First i thought some app may be causing this but its not the issue. I deleted all the apps still this problem stays.
If you purchased off Google they'll repair or replace. 1 year you get.
adamberns said:
If you purchased off Google they'll repair or replace. 1 year you get.
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No, I got this from ebay. What else can I do?
Adarsh_nair said:
No, I got this from ebay. What else can I do?
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call HTC.. but other than that, you might be out of luck... since you got off ebay..
NJ_RAMS_FAN said:
call HTC.. but other than that, you might be out of luck... since you got off ebay..
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Hmm thanks
I've been spreading word in xda about the same issues. If you search the Q/A forum, you'd find too many people having this issue. This is due to a faulty GPU when the device heats up excessively. Recurrent issue in a Nvidia chip. If you bought it recently within 30 days on eBay, I'd suggest you return your device and claim your money back. Else I'm afraid you are screwed since neither HTC nor Google offer warranty if purchased through unofficial sources in India.
valentine86 said:
I've been spreading word in xda about the same issues. If you search the Q/A forum, you'd find too many people having this issue. This is due to a faulty GPU when the device heats up excessively. Recurrent issue in a Nvidia chip. If you bought it recently within 30 days on eBay, I'd suggest you return your device and claim your money back. Else I'm afraid you are screwed since neither HTC nor Google offer warranty if purchased through unofficial sources in India.
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Now that what i feared. Let me see if they will take this back. Anyway thanks for the info that was really helpful
Unfortunately your Nexus 9 is toast. This happened to my first one and it got so bad it would happen during boot and I couldn't get any further. HTC was next to unless. Delt with them for 3 weeks trying to get an exchange. They are clueless. They wanted to try flashing stock image over and over. I'm like dude, I'm a Nexus owner. Don't you know your customer base? Anyways, best buy agreed to exchange it for a new one if I bought their premium protection plan, which I did gladly. But it is a hardware failure. There's no fixing it.
I just had my day one nexus replaced for the same issue last week. Had been getting worse for months. I called warranty service, told them about the screen corruption/noise/lockup issue needing a mainboard replacement. sent my tablet back and they overnited me a replacement that appears brand new (mine was mint condition as well). Still has lightbleed and so-so buttons but works great and I've put it through its paces. Only thing I had to tell them was the serial # but I was the original amazon purchaser.
Is it a newer build date than your original?
I had an experience similar to techiedj's. Got my old N9 replaced by Google a few weeks ago. Replacement looked brand new, but is actually an older built with slightly crappier buttons. Curious how long this one will last now...
These are the symptoms that I saw: At some point the screen started to flicker for a few seconds, then froze, and slowly turned black. After a few second I could turn on the display again. The area on the back next to the camera had become hot, but apps that read the sensor values did not really show high temperature (50 degrees or so). A good way to trigger it was to open Chrome and open multiple pages in a short time (opening different links in new tabs). Surprisingly, seemingly GPU intense games were less affected by this than Chrome. Factory reset did not help, even when I skipped the initial login/restore apps step.
Hopefully they aren't all doomed to this fait at some point. I have best buys replacement plan now, so this this can die early Jan 2017 and I'll get whatever the new Nexus is then.
Not really. HT4AJ I think it was, HT4AY on this one.
Sent from my Nexus 9 using XDA Free mobile app
techiedj said:
Not really. HT4AJ I think it was, HT4AY on this one.
Sent from my Nexus 9 using XDA Free mobile app
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I went from an AE to an AF. Hard to believe best buy still had old stock, but I guess they didn't sell a lot of these. Buttons are nearly perfect on this one though. Way more tactile and the volume up isn't sunken in.
Loved this phone at first but just cant keep it on anymore. Excellent condition box and all accessories up for grabs
4butchybutch said:
Loved this phone at first but just cant keep it on anymore. Excellent condition box and all accessories up for grabs
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I'm confused, what are you looking to do?
Verizon has extended their official warranty time. It took 4 hours but I finally was told this by the frazzled tech I refused to let off the phone until there was a solution. Eventually I was given to a supervisor who immediately had a new( sorta) V10 on its way for free. I'm using it right now. Call them tell them you bootlooped and you'll have a new v10 for free. It will be running 6.0 but what can you do?
Sent from my VS990 using XDA-Developers Legacy app
johnsgone said:
Verizon has extended their official warranty time. It took 4 hours but I finally was told this by the frazzled tech I refused to let off the phone until there was a solution. Eventually I was given to a supervisor who immediately had a new( sorta) V10 on its way for free. I'm using it right now. Call them tell them you bootlooped and you'll have a new v10 for free. It will be running 6.0 but what can you do?
Sent from my VS990 using XDA-Developers Legacy app
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Well as of right now you can check out my thread in the general section. I'm running into a few issues with replacing init. The phone reboots when you do and as of right now I have no clue how to change it. Anyways, I asked a guy to try something for me and i'm waiting to hear back.
abine45 said:
Well as of right now you can check out my thread in the general section. I'm running into a few issues with replacing init. The phone reboots when you do and as of right now I have no clue how to change it. Anyways, I asked a guy to try something for me and i'm waiting to hear back.
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I've been keeping an eye out on all your threads since this new V10 with 6.0 on it arrived.
Thanks for all the time and effort you have and are putting into the rooting of this phone on 6.0.
It's guys like yourself that provide hope and help to guys like myself that as of today do not have the knowledge to do so.
I've yet to find a pledge site for root on 6.0 if I'm missing something let me know. I'm always good for some money thrown to whomever obtains root. Pledged and paid Tungkick for his root of 5.1.1.
Thanks again your work is appreciated
Ok an update with my Verizon LG v10, I was told to bad about the phone not working anymore but you still have to pay for it, but*they can allow*$10 a month off my bill until payed in full. Didn't think I would ever leave Verizon but they just changed my mind.
Whoa hold on man don't let some douche bag tech at Verizon tell you that.
I got the same story the first 2 calls to them I made regarding my V10 bootloop. Both calls ended by me telling the tech that I didn't need his help and I'd be calling back to speak to another tech who might give a sh!t.
I did call back and on my 3rd call stayed on the phone so long that it was closing time for the call center and at that time was given to a higher up, Idk but management of some type or authority who told me directly that within that week Verizon had implemented replacing Verizon V10's with the bootloop issue by a warranty extension of 3 months and soon it would be up to a full extra year warranty like LG itself has done. I was told that the techs mostly don't even know this yet but they would soon. Then I was sent out a brand new v10 which I'm using right now.
Don't let them bully you, I know it's not easy to stay cool and remain or even gain a friendly conversation with those guys but I swear that I'm not blowing smoke and they will give you a new phone for free. It was a Friday so it took more than overnight for me but 2 days later I was good.
There's also going through LG who will give you a free shipping label to send in your phone to be fixed or replaced. You can apply online at LG's main website. It will take longer than Verizon and you not only bought it through them but pay them good money every month so I would and did make damn sure they took care of it.
Hopefully this helped if you need any other info pm me maybe my replacement documents have something in them that you could use as irrefutable proof that they have to give you a phone.
Sorry for the long winded b.s. but I get heated when a company so large that bilks us customers constantly tries to do it even when their wrong and only because their lazy dicks that don't care about helping you out by actually doing anything other than straight saying "no" automatically.
Sent from my VS990 using XDA-Developers Legacy app
johnsgone said:
Whoa hold on man don't let some douche bag tech at Verizon tell you that.
I got the same story the first 2 calls to them I made regarding my V10 bootloop. Both calls ended by me telling the tech that I didn't need his help and I'd be calling back to speak to another tech who might give a sh!t.
I did call back and on my 3rd call stayed on the phone so long that it was closing time for the call center and at that time was given to a higher up, Idk but management of some type or authority who told me directly that within that week Verizon had implemented replacing Verizon V10's with the bootloop issue by a warranty extension of 3 months and soon it would be up to a full extra year warranty like LG itself has done. I was told that the techs mostly don't even know this yet but they would soon. Then I was sent out a brand new v10 which I'm using right now.
Don't let them bully you, I know it's not easy to stay cool and remain or even gain a friendly conversation with those guys but I swear that I'm not blowing smoke and they will give you a new phone for free. It was a Friday so it took more than overnight for me but 2 days later I was good.
There's also going through LG who will give you a free shipping label to send in your phone to be fixed or replaced. You can apply online at LG's main website. It will take longer than Verizon and you not only bought it through them but pay them good money every month so I would and did make damn sure they took care of it.
Hopefully this helped if you need any other info pm me maybe my replacement documents have something in them that you could use as irrefutable proof that they have to give you a phone.
Sorry for the long winded b.s. but I get heated when a company so large that bilks us customers constantly tries to do it even when their wrong and only because their lazy dicks that don't care about helping you out by actually doing anything other than straight saying "no" automatically.
Sent from my VS990 using XDA-Developers Legacy app
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Thank you so much will try again.
4butchybutch said:
Thank you so much will try again.
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No problem, let me know if they give you more trouble and I can black out any sensitive info on my Verizon receipt/statement of them doing exactly what they have told you they won't do. It outlines the policy specifically and has enough information directly related to the problem You could forward it a long and turn the tide of their treatment towards you in a hurry.
Sent from my VS990 using XDA-Developers Legacy app
johnsgone said:
No problem, let me know if they give you more trouble and I can black out any sensitive info on my Verizon receipt/statement of them doing exactly what they have told you they won't do. It outlines the policy specifically and has enough information directly related to the problem You could forward it a long and turn the tide of their treatment towards you in a hurry.
Sent from my VS990 using XDA-Developers Legacy app
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Ok thank you again will let everyone know the outcome.
My v10 died suddenly yesterday, and i logged into VZW and chatted with them and told them it had the boot-loop of death issue and they knew about it and ordered a replacement with free overnight shipping. They did say the phone couldn't have water or physical damage otherwise I would get charged for the replacement. It just sucks that root isnt available for the new software that will be running on it, not yet anyway.
corporal_hades said:
My v10 died suddenly yesterday, and i logged into VZW and chatted with them and told them it had the boot-loop of death issue and they knew about it and ordered a replacement with free overnight shipping. They did say the phone couldn't have water or physical damage otherwise I would get charged for the replacement. It just sucks that root isnt available for the new software that will be running on it, not yet anyway.
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At least they took care of it appropriately. Yes not having root on the same phone that you owned previously and had root on is trying.
That and the nagging thoughts in the back of my mind about when this one will bootloop on me. They sent me a phone that truly was in amazing condition, I cannot see anything that doesn't look brand new anywhere and I've had the loop out inspecting it. That means nothing if LG decides its time to remind me that Life's Good over and over again...
Good news is it does sound like root and boot loader unlock is on its way. Whether it bricks my sh!t or not I don't care. It's a light at the end of an otherwise very dark tunnel.
Sent from my VS990 using XDA-Developers Legacy app
The maps app was acting up. Had me about a mile from where I actually was and wouldn't track me on the road. Also the phone would get hot and lose 4g signal all the time. I did a chat and said that I had heard about the warranty being extended due to hardware issues demonstrated by the class action lawsuit filed in California. My replacement V10 will be delivered tomorrow. I could have chosen a different phone but I like the V10.
Thanks for tip about the extended warranty.
Bootloop
abine45 said:
Well as of right now you can check out my thread in the general section. I'm running into a few issues with replacing init. The phone reboots when you do and as of right now I have no clue how to change it. Anyways, I asked a guy to try something for me and i'm waiting to hear back.
Click to expand...
Click to collapse
Was really hoping for the V10 to be updated to nougat
I have the original v10 vs990 from November 2015. Originally wanted the nexus 6 but it was way too big for my daily lifestyle and work. So I got talked into what I'm currently on vs990. Got marshmallow 6.0 update on February 2016. I'm on TQTHL extra battery pack with case. Never had any problems but I do a factory reset every couple of months because of weird battery issues. I will never buy an LG phone again. The worst call quality, battery i currently get is okeh since I have the extra TQTHL. I hate the second screen. I miss notifications all the time if I have it on silent and second screen doesn't help unless you are staring directly at your phone. I wish they had a blinking notification for second screen. Bluetooth connection horribly skips. Also the lack of this phone in XDA community, no ROOT! I do like the 64 gig on board storage and sometimes camera is decent. Just waiting for contract to end so I can move on.
I am praying mine does so I can get a different phone. I have insurance on it to cover it after the warranty. The phone is ok but battery life sucks. I have to charge my phone 2 to 3 times a day just from texting and I don't text that much. Maybe a hundred texts a day, no phone calls, no data use. If my friend video chats me forget it, dead from 100% charge in 30 min.
By 2pm I am at 40% battery. by 5:30 im at 15%.
So those of you that received another V10, was it a certified like new or a brand new mint V10? Also was there any mention anywhere if they were out of stock of the V10s could you get a different one?
4butchybutch said:
Ok thank you again will let everyone know the outcome.
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Lg finally respond to my dead V10 and told me my options were to buy a refurbished unit from them for $179 or pay $72 for a motherboard.
4butchybutch said:
Lg finally respond to my dead V10 and told me my options were to buy a refurbished unit from them for $179 or pay $72 for a motherboard.
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Its to bad you didn't hold Verizon responsible.. They are who sold you the phone and in no uncertain terms had their dirty little fingers all up in the phone originally made by LG so IMO are the first who need be and are responsible for any problems.
Apparently they feel this also replacing V10's across the board now.
Sorry LG was a pain and thanks for the post and updates.
That's why LG will be out of the phone business or change how they manage it.
Sent from my VS990 using XDA Free mobile app