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Okay, so I sent my TF201 as well as the power cable in for an RMA because the shoddily designed power connector ended up mangling the receptacle on the tablet. I could charge the tablet only by plugging in the keyboard dock, and even then that's iffy.
It was over 2 weeks since I sent the tablet via UPS and they hadn't contacted me. I checked on the RMA site and it said this:
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No emails or anything. I called Asus and the customer support guy, while polite, was clueless and couldn't help me. No explanation either, which the customer service guy parroted. He estimated the repair cost to be around $130. Screw that! I asked him to escalate the case, but from what I've read online, customer support from Asus is impotent.
Also, I just got off the phone with support guy number 3. Again, complete waste of my time. He wouldn't pass me off to a supervisor when I asked (twice).
Does anyone have any suggestions? What are my options at this point? What magic phrase do I need to use in order for Asus to actually honor their warranty?
This is definitely a make-or-break moment for Asus and my future business with them. I've got an Asus motherboard, an Asus monitor, and a tablet, but I will not hesitate to drop them and recommend others avoid them if this isn't resolved.
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
tshoulihane said:
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
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Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
hx4700 Killer said:
Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
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Nope. I treated that thing well. I noticed that the plug was not solidly built pretty early on into my ownership cycle, so I took care to make sure that when I plugged it in, the cord was nice and straight and the plug was gently put in. Obviously *something* must have caused the pins to be mangled but if it was because of a bump, that's shoddy product design, not carelessness on my part.
If it was a $20 repair I'd eat the bill, but they a.) haven't even gotten back to me why they believe it's my fault, b.) they haven't emailed me at all, I've done all of the reaching out to Asus, and c.) they say they're waiting for MY response even though no one at the call center can answer what response they're actually waiting for. The second guy I talked to just estimated that the bill would be "around $130".
I am willing to work with Asus on this, but they're not willing to work with me. See what I mean?
Where did you purchase the unit and how long ago? (These are actually rhetorical questions).
If your purchase was within the past 90 days and you paid with a credit card, you may be able to work with your credit card company and refuse the charges. Not that the retailer should necessarily eat the cost, but if you bought from Amazon, Target, etc., they probably have some sway with Asus. Make your pain their pain...
Hopefully you took pictures of the damage before sending it...
This is EXACTLY what I am going through right now with Asus.
My daughter's Prime boots to the ASUS screen and gets stuck there and will not turn off.
I called tech support and they walked me through several attempts to reset, said they thought it was a software issue and then gave me an RMA number. (BTW, I had also RMA'd my own Prime earlier this year due to GPS and wifi issues and it came back to me with a scratch on the lid. So my husband and I went over my daughter's tablet with a fine tooth comb before sending.) I shipped it in the box and packaging that Asus returned mine in.
I sent it 11/29 and they rec'd it 12/3. On 12/4, the RMA status said
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No one contacted me. I called Asus on 3 separate occasions - each unable to tell me anything but promising to escalate. I rec'd no calls back.
On Dec 13th, we received an email from Megan Nesmith saying there is customer induced damage and an invoice for repairs. Attached were 2 close-up photos showing VERY OBVIOUS damage - a deep jagged crack in the front corner of the screen and additional damage where it looks like someone pried up the metal around the power button with a screw driver.
At this point, I spoke to a Kamar (sp) who said that I would receive a call by tomorrow evening once they investigate.
I am feeling as if they know my warranty is almost up (end of december) and are going to hold the tablet hostage- my word against theirs. I have done some research and have read similar stories about the Asus Texas repair facility. I don't know what to do if they come back and tell us there is nothing they can do and expect us to pay. I really feel taken advantage of. Anyone have advice for a situation like this?
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
randalltroy said:
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
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I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
hx4700 Killer said:
I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
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Thats nothing just time to let off some frustration. I'm an owner of an Asus Transformer infinity tablet and i pray to god I never have to RMA that. I had an asus Blu-ray Burner that died on me. I sent if for repairs on January 28th 2013. after a few weeks went by not hearing anything I checked online wasn't in a rush for it no inquiry was made I called them and they said the drive was mailed on the 15th of February. After not receiving the drive on the 29th I called back and they said that is weird their systems says it was mailed but did not have a tracking number. They would have to look into it and get back to me. Tuesday February 26th I called again speaking to 20 different reps at this point they finally just reissued another drive shipped on the 27th on February. After all this received the Drive today and its a dvd burner not a blu-ray burner wrong product. Freaking ridiculous. I swear on my grave treat your asus product like a god because their RMA department is crap!!! I just took screenshots and photos to prove they sent me a wrong product.
I've just about had it with RMA. My Transformer has been back and forth to ASUS for six months. It's a total of seven times and they still haven't fixed it. It originally went in for WiFi and gps issues. When it was returned I found grit under the digitizer and so it went back. They replaced the screen and mobo. When it came back there was a huge gap between the screen and the body. So, I sent it back again. They replaced the back panel and when it came back there was still a gap and there was damage to the seal around the screen. So, it went back again. This time they replaced the back again and on receiving it I found the gap was even larger and they had bent the body, forcing the screen in. So, again it went back and they replaced the back panel and screen. On return the gap was still there, the damage was still present on the "new" screen and the hadn't even locked the release catches. I compared the damage on the "new" screen with the photos I took for the previous RMA. Basically, they hadn't replaced the screen. They collected it again today and assure me it will be resolved. I really don't think it will. The technicians clearly don't care and lie about the parts they replace. I think they hope that if they just keep sending it back with some bull**** on the slip that one day I'll give up. I won't though. I spent a lot of money on it and I won't accept the repair centre damaging my property. The most ridiculous part is that they have now spent more on postage than I paid for it. I can think of an easier resolution for this, that's far more cost effective.
Sent from my HTC Sensation using Tapatalk 2
I sent my Prime to RMA, took 1 week.
1. Wifi improved by 1 Bar
2. I GOT YELLOW TINTED SCREEN!
They replaced my touch panel due to flex. Yes RMA has improved my prime but gave me an icky yellow tint. Oh gosh.
Hi,
I'm living in France and i've just found a brocker who want to sell a lot of tablets here
Code:
leboncoin.fr/informatique/497860592.htm?ca=7_s
This is a french company, and i didn't know it. It's near Paris.This company seems to be regular according; the "who we are page" on its website :
Code:
lesoldeur.fr/content/4-qui-sommes-nous
I think this could be a good opportunity for people having a hard-bricked device getting a motherboard. However the seller want too sell the lot, only. If many further people ask for a tablet, he's able to sell all the lot in a short time, this could be interesting for him!
I think too this will be interesting only for people leaving in France maybe on a European country and able speaking french, don't forgot the custom's fee's outside europe!
What do you think?
Note : NO WAY for me buying the whole lot and selling it to each people who need it!
Dropped my GS3, cracked the screen.
Few weeks later and the battery would take nearly 5 hours to charge from a few % to full.
Took it into my local 3 UK Store for the screen to be refurbished, and as an aside let them know of the charging problems. NO OTHER PROBLEMS WERE APPARENT...AT ALL!
I was quoted the generic £75 to fix the phone, which will be added to my monthly bill.
However, on Monday (4/3) i received a letter stating that they can't fix the phone due to "water damage".
Now i can categorically state that at no point has my GS3 been submerged in water or been out in the rain - in fact the only "water" it could have come into contact with is the sweat from my hands!
Anyway, i went to the store this morning and they gave me an email they had received from their Repair Centre stating that the Main board had failed its RF tests.
As a result of this, the guy said that the phone will only get fixed under my insurance.
I grudge claiming on insurance if the fault was not down to me, although if i have to, i will.
Anybody have any advice?
CShock said:
Dropped my GS3, cracked the screen.
Few weeks later and the battery would take nearly 5 hours to charge from a few % to full.
Took it into my local 3 UK Store for the screen to be refurbished, and as an aside let them know of the charging problems. NO OTHER PROBLEMS WERE APPARENT...AT ALL!
I was quoted the generic £75 to fix the phone, which will be added to my monthly bill.
However, on Monday (4/3) i received a letter stating that they can't fix the phone due to "water damage".
Now i can categorically state that at no point has my GS3 been submerged in water or been out in the rain - in fact the only "water" it could have come into contact with is the sweat from my hands!
Anyway, i went to the store this morning and they gave me an email they had received from their Repair Centre stating that the Main board had failed its RF tests.
As a result of this, the guy said that the phone will only get fixed under my insurance.
I grudge claiming on insurance if the fault was not down to me, although if i have to, i will.
Anybody have any advice?
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Multiple forum posts on Water Damage across multiple user forums and multiple phone models .
Essence is that if the water damage indicators inside the phone are on then warranty is refused .
Water may be condensation rather than actual water ingress .
If you want to challenge the decision you would need a engineers report proving that no damage has incurred from water . Yet to read of anyone actually going down that route .
Worth a look at 3UK forum if they have one .
jje
I'm absolutely certain this phone has not come into direct contact with water, yet was rejected warranty due to 'water damage'. I received a letter with the following:
"Unit has been assessed as Beyond Economical Repair (BER) due to liquid damage found on main PBA and LCD. Warranty has been rejected. Unit returned with photocopy attached for your reference.
An electronic image has been taken of the damage to your device and can be furnished upon request. This device does not meet warranty criteria and as such any subsequent submitted repairs may attract a handling fee."
Attached were the following images:
[EDIT] I can't post links, instead they are attached below.
First of all, can anyone confirm this is water damage? I assumed they would have attached a picture of the tab that turns pink when in contact with water, but it wasn't included.
If it is water damage, how much would the main PBA and LCD cost individually and what sort of experience would be needed to install these? Any further steps required after they are in the phone, as far as software installation, tweaking settings, etc?
One last thing, the phone was returned in worse condition (cracked housing), than I had sent it in. Do you think they are liable for this damage?
Ryzaar said:
I'm absolutely certain this phone has not come into direct contact with water, yet was rejected warranty due to 'water damage'. I received a letter with the following:
"Unit has been assessed as Beyond Economical Repair (BER) due to liquid damage found on main PBA and LCD. Warranty has been rejected. Unit returned with photocopy attached for your reference.
An electronic image has been taken of the damage to your device and can be furnished upon request. This device does not meet warranty criteria and as such any subsequent submitted repairs may attract a handling fee."
Attached were the following images:
[EDIT] I can't post links, instead they are attached below.
First of all, can anyone confirm this is water damage? I assumed they would have attached a picture of the tab that turns pink when in contact with water, but it wasn't included.
If it is water damage, how much would the main PBA and LCD cost individually and what sort of experience would be needed to install these? Any further steps required after they are in the phone, as far as software installation, tweaking settings, etc?
One last thing, the phone was returned in worse condition (cracked housing), than I had sent it in. Do you think they are liable for this damage?
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Most definitely you should raise hell about the cracked housing. That's about as unprofessional as it gets - imagine taking your car in for engine work and it comes back with the paint scratched. Was this from Samsung proper or a Samsung-authorized third party service center? To me, it would raise issues about their credibility if they can't even manage to disassemble/reassemble a phone without damaging it, and then not mention it.
Sorry I can't help you with your first two questions.
You could get the boards you need from a 'donor' phone with a broken screen & swap them out yourself or pay a local mobile repair shop to do it, you can buy the screens/digitisers online (eBay/Google search). Cost will vary wildly depending on how much someone wants for their busted phone, Samsung do not sell these parts separately (not the boards/at least not 'officially'), and service centres won't even sell you the parts without them performing the labour to replace (If they did, Samsung would go postal).
As to challenging them on the water damage issue, you could pay someone to assess it & give you a report on it if they disagree that it is water damage, but that's going to cost you money (How much, who knows ?).
You could also contact the equivalent of consumer affairs in your country & see if they'll lean on them. And with respect (and I really do mean that), we have your word re: damage to the housing Vs theirs.
It all boils down to their word/opinion Vs yours, and to go down the legal route would be seriously expensive if you lose (not to mention the time/grief involved). Besides, given your phone doesn't even work, the damage to the housing is the least of your problems (A bit of perspective is a beautiful thing).
In all honesty & given the probable expense/time involved getting someone independent to issue a report arguing the point (assuming said person does argue with their assessment that the phone is water damaged), you're probably better off getting the boards you need as above & either fixing it yourself or paying someone to do it. Or getting a new phone.
Edit - In my non professional opinion (I don't fix phones for a living, I'm simply someone who enjoys messing with them, like most people here), based on the pics you've provided, the boards have clearly been exposed to some kind/source of moisture (you can see the corrosion). As to what that is, hard to say & pretty much irrelevant.
True, you have a tough nut to crack.
Notice that all messed up areas suggest that it was all you while using the device, if it did come in contact with water or moist, it was during your watch, regardless on how exactly did that happen.
That being said, you might not have a strong case. Should follow the donor phone spares advice.
Sent from the little guy
gastonw said:
Should follow the donor phone spares advice.
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Bummer, looks like I'll be doing just that!
Thanks for the replies everyone, I'm glad I can at least confirm the damage was water, not a blatant lie to rip me off.
It could be moisture as well....dont facebook while in the sauna!
Sent from the little guy
I recently returned an S3 gt-i9300 to Vodafone as it has died completely.
Vodafone returned it citing 'water damage'. On advice from the vodafone forum, I returned it to Samsung (I was stupid and honest explaining what vodafone had said the problem to be). Samsung have said the same 'water damage', I asked them to send me pictures of the water damage which I have attached to this post...as Samsung had told me that the warranty was void...I took it to a local repair shop who deals in fixing phones (a good one who offers no fix no fee). The repair shop said they saw no evidence of water damage, none of the moisture stips on the pcb have been triggered. I didn't get the phone wet, It was not dropped in water etc so I am now left with a brick of a phone and no idea how to move forward.
Looking at the pictures its easy to say yes water damage but look at the size of the damage? it's mm, my point is that the phone never got soaked etc... even samsung said their stance was that water damage can happen even by moisture in the air or sweat !!... so is it reasonable to refuse to repair a phone that cannot cope with moisture in the air ?
Please could I have some constructive advice ? I am happy to answer questions should you want to know any specific information.
I have wrote a letter to Samsung please see below.
Reference 4138232318 IMEI
Message *As you will see by the notes on your system, you returned a phone to me as it was no longer covered by your warranty due to _quotwater ingress_quot.
I have had the phone looked at by an independent repairer (you did say the warranty was no longer in effect so him opening it up should not affect anything).
Inside the phone all of the moisture strips are intact and not triggered and what you have photographed as evidence of water damage is in fact solder damage not _quotwater ingress_quot. There is no evidence of _quotwater ingress_quot on any other part of the phone. Additionally the _quotwater damage_quot you refer to is not near any point in which water would have been able to get in the phone. The _quotdamage_quot if that is what you can refer to it as is less than 1mm in diameter..... this is not evidence of this phone being submerged or come into contact with any quantity of water.
Your adviser told me that water damage can occur due to humidity or even sweat. I am not willing to accept that this phone cannot tolerate being in a humid environment and I can assure you that given our glorious weather lately and the fact I have not traveled abroad as I don''t have a passport.....How can this happen... unless Samsung are saying that I sweat too much to own an S3 ? I would be very careful how you answer that one.
Presently I am asking to put in a formal complaint which is the purpose of this email and I am requesting that you escalate this as per your procedures set for such circumstances. Failure to do so will result in me instigating procedures with the small claims court / trading standards.
As a satisfactory outcome I expect you to repair the phone, nothing more.
I await your prompt reply.
Nigel Courtney.
To me the pictures shows more of a corrosion on the board itself more than of a water damage. But I don't know... however I think you're better of buying a new phone instead of getting it repaired as repairing it is as costly (sometimes more costly) as to buying a new one.
SignetSphere said:
To me the pictures shows more of a corrosion on the board itself more than of a water damage. But I don't know... however I think you're better of buying a new phone instead of getting it repaired as repairing it is as costly (sometimes more costly) as to buying a new one.
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Agreed. Plus fixing the current issues doesn't mean future issues will be prevented.
Hi thanks for your feedback. I am trying to persuade Samsung that this should be done under warranty (with little success so far)... any tips??. I have already got a replacement - Xperia Z (funny enough water resistant !)
Any advice on how I should approach Samsung on it ?. I know the S III is a bit old hat now but it's a bloody good phone and I am damned if I am going to have to bin it...
Your initial return should be to the vendor .
If you want to use Samsung's limited 24 months warranty then different rules apply .
As you have already written to Samsung not much else you can do .
You are of course at liberty to take the vendor to court .
Not sure how you would fare taking the manufacturer to court as they never sold the goods and the Samsung warranty is not a point of sale warranty but an extra limited warranty .You are essentially saying that the phone is not fit for purpose and has a defect that was there from the start . Again its the vendors responsibility not Samsung's .
Personally i would be taking Trading Standards advice . Small claims court does not cost much and either you lose or you win or the other party does not bother and says have a repair and go away .
ZS600KL screen went dark. No damage. Tried soft and hard resets but nothing appears on screen. I hear noises but zero picture. Battery fully charged. Any ideas?
1. Turn off the battery.
2. After charging, turn on the power again.
I charged all night. Light in top left is green. Turned on power, phone made the turn on sound, but no picture. Screen dark.
I recommend submitting an ASUS RMA to get it repaired.
OK, I had a session with ASUS online support, and I was told to send the unit in for repair. I sent it in, and just received a quote for $490! The email quote fro ASUS did not specify WHY I was being charged. It simply had a boilerplate statement that either the phone was out of warranty or it had physical damage. THERE WAS NO PHYSICAL DAMAGE TO THE UNIT AND IT WAS CLEARLY UNDER WARRANTY (purchased November 2018 from Amazon with US warranty, never dropped it, not even a scratch except a few superficial scuffs on the back which are due to the nature of the phone itself). I submitted a protest with ASUS and I am absolutely enraged! The protest form required me to choose whether I was protesting because the phone IS UNDER WARRANTY or because there IS NO PHYSICAL DAMAGE. But since I wasn't told the reason, how can I choose? So I arbitrarily choose the the phone IS UNDER WARRANTY.
This is absolutely terrible customer service. I pay almost $900 for a phone, it lasts for four months, and now I am battling with the manufacturer who wants me to pay another $500 rather than honor the warranty.
So ASUS sent me pictures of damage to a phone, BUT THE PICTURES ARE NOT OF MY PHONE. The pictures may be of the same model phone, but the phone in the pictures has wear and tear, deep scratches, dirt in USB port with missing cover, etc, My phone was pristine. No visible wear. No scratches. MY PHONE WAS SWITCHED WITH ANOTHER PHONE.
Unfortunately I don't have pictures of my phone before I sent it, but my wife saw my phone and she ia a witness that it was in perfect condition.
I need to prove that the phone in the pictures is not the one I sent in. How can I do that?
MichaelCaditz said:
So ASUS sent me pictures of damage to a phone, BUT THE PICTURES ARE NOT OF MY PHONE. The pictures may be of the same model phone, but the phone in the pictures has wear and tear, deep scratches, dirt in USB port with missing cover, etc, My phone was pristine. No visible wear. No scratches. MY PHONE WAS SWITCHED WITH ANOTHER PHONE.
Unfortunately I don't have pictures of my phone before I sent it, but my wife saw my phone and she ia a witness that it was in perfect condition.
I need to prove that the phone in the pictures is not the one I sent in. How can I do that?
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This has been a recurring pattern with ASUS. I have heard similar stories on the ASUS support forum. To get their attention mention that if they don't honor their warranty that you'll report them to the BBB. Usually this works and they'll take your claim seriously. After seeing how poorly ASUS treats their customers, this will be my last ASUS phone.
Edit: If they continue to give you problems, post about this on the ASUS support forum. That also gets their attention.
https://www.asus.com/zentalk/forum.php?mod=forumdisplay&fid=433
I have done the things recommended (threatened BBB report, and also posted on ASUS forum). So far, all I have are pictures of a phone that's not mine and repetitive form letters from ASUS apologizing for the inconvenience and telling me to look at the photographs.
MichaelCaditz said:
I have done the things recommended (threatened BBB report, and also posted on ASUS forum). So far, all I have are pictures of a phone that's not mine and repetitive form letters from ASUS apologizing for the inconvenience and telling me to look at the photographs.
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Jerks.. I just posted on your thread on the support forum.
Status update:
On April 18th, after numerous back and forth emails, I was notified by ASUS Product Support that my unit would be repaired at no charge. Since then, I have continued to receive auto-generated invoices for $492.40. I also received instructions to click the "Dispute" button on the invoice, which I had already done. I then received a letter on April 23rd that my case was being "handed over . . . to the higher level department."
I haven't received my phone back yet. It's now been about 16 days since ASUS received my phone for service.
MichaelCaditz said:
Status update:
On April 18th, after numerous back and forth emails, I was notified by ASUS Product Support that my unit would be repaired at no charge. Since then, I have continued to receive auto-generated invoices for $492.40. I also received instructions to click the "Dispute" button on the invoice, which I had already done. I then received a letter on April 23rd that my case was being "handed over . . . to the higher level department."
I haven't received my phone back yet. It's now been about 16 days since ASUS received my phone for service.
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Thanks for the update! Sounds like a little progress. I hope you get your phone soon.
What I am about to say is truly amazing, but true.
After agreeing to repair my malfunctioning screen, under warranty at no charge, ASUS Product Support rescinded its offer. The reason: The photos sent to me by ASUS show only cosmetic damage, not screen damage.
I kid you not.
Dear Michael,
Thank you for your response.
I feel very sorry. After I submitted the problem to the superior department, I was told that all the damage pictures for this RMA are cosmetic. There are no pictures showing impact to the screen so a FedEx claim should not be filed for this RMA.
If you have any further questions, comments, or concerns please do not hesitate to let us know. We will be more than happy to assist you.
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I have now received the complete circular runaround from ASUS.
In summary, four months after buying a new ROG phone, the screen went dark. I sent in the phone to the ASUS service center as instructed. I was sent an invoice for almost $500 saying there was damage to the screen therefore it was not under warranty. I disputed the invoice with my own pictures, and was told by ASUS that the damage must have ocurred in transit, and because I purchased a shipping label from ASUS it would fix the phone at no charge. Finally, ASUS rescinded the offer, saying the photos provided by ASUS did not show a damaged screen, therefore it was not damaged in transit.
I have no phone, and I am at a dead end.
This is the quintessential definition of runaround. I have been completely ripped off by ASUS.
Will someone out there with a connection to ASUS please help me?
And now. after all this--after ASUS explicitly admitted the pictures it itself took of my phone in its service center show only cosmetic damage and no damage to the screen--it spams me with another invoice for $492.40 and no way to dispute it.
This company is out of control in its abuse of its customers. Something must be done.
ASUS is pulling a similar scam on another customer. Please see this thread:
https://www.asus.com/zentalk/thread-264701-1-1.html
And another:
https://www.asus.com/zentalk/thread-271050-1-1.html
This is starting to enter consumer fraud territory. The ASUS service center needs to be investigated.
ASUS needs to honour its warranty for me and the other customers IMMEDIATELY else I, and I suspect others, will be filing consumer fraud complaints.
This has been posted in the threads on ASUS's support forum: https://forum.xda-developers.com/rog-phone/how-to/consumer-alert-asus-service-center-t3925942
I hope it helps. It really makes me mad how they treat their customers.
" . . . how they treat their customers" is an understatement. This is all-out fraud. ASUS is misrepresenting the condition in which products are received by its service center, then holding the phones as ransom for large amounts of money. Apparently, ASUS has strategized that the amount of revenue generated by this scheme will be worth more than the customers it loses, both directly and indirectly. All of us who have been ripped off will tell our family and friends, and post our stories on these forums as well. I would say that this is a very short-sighted and ill-advised strategy on behalf of an irrational person (or persons) at ASUS. Whomever devised this strategy should be immediately fired.
At this point ASUS needs to immediately rectify the situation with each of us to whom have fallen victim to this scam, and salvage whatever good will remains. Otherwise things will only get worse, as I fully intend to file consumer fraud complaints and sue in court.
Update:
On April 30th I received an email from "Service Department for ASUS Office of the CEO" agreeing to fix my phone free of charge. I am patiently waiting, but no phone yet . . .
MichaelCaditz said:
Update:
On April 30th I received an email from "Service Department for ASUS Office of the CEO" agreeing to fix my phone free of charge. I am patiently waiting, but no phone yet . . .
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after reading all your "story", I'm happy to sell the phone, before having any issue...
Marco589 said:
after reading all your "story", I'm happy to sell the phone, before having any issue...
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Agreed. I have the Asus ROG Phone and dock sitting on a shelf both unopened for 14 days now, kinda waiting to see how these stories played out. I also have the ASUS ROG Zephyrus S $2,199 gaming laptop sitting unopened for the same reason. I will be returning all items unopened tomorrow. I want nothing to do with this company.
Thank you @MichaelCaditz for spreading awareness of the issue.