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So I sent my tablet in on 4/8th and it was received by asus on the 12th according to the Fedex tracking, but shows the 13th. Thats fine a day to register it...
I waited 14 business days, called to have it escalated, they told me someone was going to call me in 24-48 hours. Ok i patiently waited, 48 hours passed no contact via email nor phone.
I called again, this time I spoke to a supervisor he assured me that an email was sent to the tech center, and I would have to wait 24-48 hours for them to contact me. OK I waited patiently again since a supervisor assured me...
Now today, 48 hours have passed, I contacted them again, they said theres nothing they can do but wait 48 hours and if no one contacts me then call back...
it seems like i'm giving the runaround waiting 2 days then 2 days then 2 days...
I tried to contact Gary Key via PM and Email but he hasnt contacted me back over 2 weeks, same with Hai Trat...
Any suggestions? I'm thinking to file a BBB complaint and go to small claims court...
Yeah, Asus support has pretty much guaranteed they are now on my no buy list...
Tried to register my Asus (open box) and it was already registered. They keep telling me they will delete the info so I can register it and get the dongle, but every time I try it says serial number already registered.
It's like at least a week between each reply too, and in poor English. Not impressed. Good luck on your RMA!
More and more horror stories. Not surprised.
It's really a sh*t show over at Asus.
People should only RMA their tablet if there are major problems with the tablet. Not just things like dead pixels, random restarts or weak wi-fi. Not worth the risk.
wifesabitch said:
More and more horror stories. Not surprised.
It's really a sh*t show over at Asus.
People should only RMA their tablet if there are major problems with the tablet. Not just things like dead pixels, random restarts or weak wi-fi. Not worth the risk.
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Well, mine was a major thing, the camera didn't work, had a green screen... I can live with crappy wifi and no gps..but come on now...dead camera -_-
well after Hai Trat replied back to me on my email, it was shipped back out to me the next day. just got a shipment notification from fedex.. lets hope my tablet is in one piece
Hopefully yours won't come back with the backplate scratched up. Still waiting to hear from Asus on that.
GMC7000 said:
Hopefully yours won't come back with the backplate scratched up. Still waiting to hear from Asus on that.
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i had a invisible shield on the backplate...so unless they remove it, i should be ok I HOPE
honestly it's not ASUS service so to speak that is bad, its is their contracted repair centers. Problem is since they contract out they don't have any idea as to the inner workings of the repair centers. So when we call all they can do is send them emails and hope they respond. I do agree this is still not acceptable and they need to really rethink how they contract/who they contract out.
neo1738 said:
honestly it's not ASUS service so to speak that is bad, its is their contracted repair centers. Problem is since they contract out they don't have any idea as to the inner workings of the repair centers. So when we call all they can do is send them emails and hope they respond. I do agree this is still not acceptable and they need to really rethink how they contract/who they contract out.
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Agreed, but since it was their choice of contracted repair centers, I believe the blame is on them... A huge company like Asus ...contracting 3rd rate repair centers? Really shows how much they care about their customers TBH. There's no way in hell I would purchase another Asus product in the future, even if they were the only company to have a keyboard dock. It is not worth the hassle, in the case of something going wrong with the product and waiting a whole month to get it back. IMHO.
Waiting-[WF4] Wait for Customer Confirmation-CID\OOW 2012/04/06
One month at this stage.. Two months total.. I used the tablet for two weeks, don't even remember how it looks like anymore.. Consumer advisors etc. have contacted asus and nothing happens. They refuse to repair it in/out of warranty, they refuse return my money.. Or in fact, they do not directly refuse, they just promise to "look into it"
Reisrdok said:
Waiting-[WF4] Wait for Customer Confirmation-CID\OOW 2012/04/06
One month at this stage.. Two months total.. I used the tablet for two weeks, don't even remember how it looks like anymore.. Consumer advisors etc. have contacted asus and nothing happens. They refuse to repair it in/out of warranty, they refuse return my money.. Or in fact, they do not directly refuse, they just promise to "look into it"
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Two months really?!
Mine has been in RMA for 1 month to date (today) and I thought I had it bad.
chugger93 said:
Two months really?!
Mine has been in RMA for 1 month to date (today) and I thought I had it bad.
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It's now almost 3 month for me. One one my primes had a broken glass, I paid for it, but so far I only get different answers, from is ready to be shipped to no spare parts or it goes out tomorrow. I contacted now my lawyer.
Definitely the last time I bought something with an Asus Label on it.
Mine went into the Europe centre (Slapanice, CzR)on 26th April with screen mura - says it's ready for shipping today, exactly 14 days. If it is back within the week that won't have been too bad; though it has been a very frustrating due to the lack of information bout the whole process that's available from the RMA progress site and the fact that the support email team have no access to what's going on in the repair centre, but moreover because of my own tendency to check on the status 5 times a day. Of course it's still not in my hands yet...
dgjl said:
Mine went into the Europe centre (Slapanice, CzR)on 26th April with screen mura - says it's ready for shipping today, exactly 14 days. If it is back within the week that won't have been too bad; though it has been a very frustrating due to the lack of information bout the whole process that's available from the RMA progress site and the fact that the support email team have no access to what's going on in the repair centre, but moreover because of my own tendency to check on the status 5 times a day. Of course it's still not in my hands yet...
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Don't want to destroy your hopes, but mine was ready to ship on the 15th March.
damn, I don't know how you guys wait so long...after 14 business days, I was calling them every 1-2 days, emailing asus reps every 1-2 days until they responded.. i waited for a month to get it back and its coming back tomorrow... got it in jan...ridiculous waiting for a whole month ya know? they aint gonna pay me back for depreciation on the tablet if i were to sell it...
jupppo said:
Don't want to destroy your hopes, but mine was ready to ship on the 15th March.
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It's got a tracking number as of this morning - so my hopes are still partially alive...
Well just a quick update, I got my tablet back today, and holy **** I am so lucky I had a invisible shield for my backplate, because there is A WHOLE ****LOAD of scuff marks on the back......and the metal part near the charging port was bent but I fixed it by pushing it back... and it seems like I have more light bleed than before. There was only a little bit of light bleed on the top right corner when i sent it in, now theres light bleed on the bottom right and bottom side......grr. oh well, lesson learned. never buy anything Asus no more.
kwazytazz said:
Well just a quick update, I got my tablet back today, and holy **** I am so lucky I had a invisible shield for my backplate, because there is A WHOLE ****LOAD of scuff marks on the back......and the metal part near the charging port was bent but I fixed it by pushing it back... and it seems like I have more light bleed than before. There was only a little bit of light bleed on the top right corner when i sent it in, now theres light bleed on the bottom right and bottom side......grr. oh well, lesson learned. never buy anything Asus no more.
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Lol, they may have left a rubber stopper between the screen and battery again
Ridiculous, I almost want to contact the BBB on the repair centers doing the work, not ASUS
I just got mine back from rma, looks like all is well, but will have to see whether i get ota after the next update.
buxtahuda said:
Lol, they may have left a rubber stopper between the screen and battery again
Ridiculous, I almost want to contact the BBB on the repair centers doing the work, not ASUS
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Lol, I hope not... yeah I was so mad I wanted to contact BBB or the small claims court.... a whole month doing a repair?...and their turn around time was STATED 10-14 BUSINESS DAYS...
Well on a side note, they didnt touch the os at all though, I still had root lol...
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!
Got my truesmart last week. 2nd day in the touchscreen stopped working. Shortly after the screen went all white and wouldn't work at all. Later that day the screen started working again but no touch screen.
Left it alone for a couple days. Started working again. Everything appears to be fine. Only thing I can think of is i accidentally wore it in the shower (I am used to wearing my casio watches in the shower) but it barely got wet as I took it off as soon as I realized. Though this shouldn't matter as the watch is supposed to be water proof/resistant.
I have emailed the service omate email address and have yet to receive any response.
OK. About the "waterproof" thing. IP67 is a static immersion test. This means it is gently put in a 1m deep tank that is already filled with room temp water. The water pressure at 1m is 1.4psi. This is about 1/20th the water pressure in most homes. Even running it under a tap exceeds 1.4psi.
Yep. Selling it as waterproof is very misleading IMO.
Sent from my GT-I9300 using xda app-developers app
It is and Sammy does it, so does Sony, Moto, pretty much the entire industry. Not saying it's right but at least Omate says they will warranty their stuff, nobody else does.
I love that logic
Sent from my SM-N900V using Tapatalk
Meanwhile i am still waiting for any reponse. Also had waterdamage only a few days after i got mine. Its super if omate give you warranty on this but it sucks to wait for many weeks to even get a response beside we will get back to you in the upcoming days...
Would be oke if they did but still waiting.
Good luck
hus3695 said:
I love that logic
Sent from my SM-N900V using Tapatalk
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Click to collapse
I'm not saying it's right but I've read countless posts by people giving Omate hell of the use of the term "waterproof" all the while doing it from or owning a device from a manufacturer that doesn't even have a liquid damage warranty.
Then there's the use of the term "waterproof". It's used only once in an image on the KS page yet water resistant is used something like twelve times.
I'm not saying there isn't some QC issues but when put into perspective Sammy would have told users "sucks to be you, go buy another one". That's what they did to me.
Omate got back to me.
They think its the battery not sitting correctly and have instructed me to open the back and put some tape or something on the inside to help the battery sit better.
They also said once they have repair centers set up in my country (Canada) that they will honor any warranty service.
I got a reply for Omate!
Only to bad its not what I hoped. Since I bought my Omate 2nd hand from a seller online they cant give me warranty. They also said they were clear about the avoid warranty with waterdamage.
Now its waiting time for me till they have a repaircenter.
Well, I too seem to have this issue... My screen is mostly white, but you can sort of see. Attached is picture of it. Also, my top right button doesn't work anymore. Could I have gotten water in it, maybe.. But I have not removed anything but the SIM card cover. I will be contacting OMATE, but have low hopes for resolution.
Hello my friends!
I haven't been posting on XDA for quite a long time but I thought I had to share this with you. About a year ago, I bought a OnePlus One and I was happy with the device itself and CM 11 and 12 as well. However, this summer in July, the microphones of my OPO stopped working during calls.
I started to do some research and found a few threads on the OnePlus forum and on XDA from users complaining about the same problem. The microphone suddenly stopped to work during calls and the person on the other phone could not hear anything. The only workaround is to switch to speaker mode. Some other users also posted workarounds and potential fixes for the well-known issue. I tried all of them but none of them worked. Here are links to some of the threads I am referring to:
OnePlus Forum
XDA
reddit
So as you can see, this is quite a common problem and therefore probably known by OnePlus. Since none of the mentioned fixes helped
and flashing different ROMS did not improve anything I started to get in touch with the OnePlus customer support. Before owning the OPO I had several HTC and Nexus devices and I already had to deal with the HTC support twice because of two hardware failures. The HTC support was surprisingly friendly and simple to deal with, so I figured, contacting the OP support would not be a big deal. I would be proven wrong in the next weeks...
I first contacted the OP support on the 16th of July. I provided them with a detailed error description, a few pics of my device with a timestamp to provide proof of ownership and the request to repair or replace my phone since it was still covered under the 1 year warranty. Shortly after, I received a reply from the support staff in which they asked me to provide a few more details (OS and Android version, CM or Oxygen, etc) which I did instantly.
Then I was forwarded to a "OnePlus tech specialist" who gave me instruction to flash a version of Oxygen OS and to run a microphone test, which of course I did as well. Like I expected, the issue did not disappear magically and I got a reply that a "OnePlus level 2 tech specialist" would have to connect himself to my PC via a secure software and try to fix my phone. They called this remote session. I had to book an appointment for this remote session.
By this time I was already getting quite angry at Oneplus, since it seemed like they were ignoring my actual issue and my request for a warranty covered replacement or repair. I told them that I did not expect that this remote session would help, since I was quite sure that it was a hardware fault. However, they insisted that I had to book this remote session, which turned out to be quite difficult. There were no free slots for the next two weeks. Luckily a slot was suddenly available in the next week when I checked the booking reservations for the tenth time and I managed to book it. Since the time slot was 11AM I had to take half a day off my work to make it to the appointment. A few minutes before the session should have started; I got an email from support to download the necessary software for the session, which turned out to be Teamviewer! I thought this was a bad joke. Teamviewer was their idea of a secure remote session software. I downloaded it anyways (what other choice did I have?) and waited for the level 2 tech. And I waited. After half an hour I wrote to the support that no one showed up yet although my time slot was already almost over. After almost 30 more minutes the tech finally connected herself to my PC. I told her, that she was not allowed to do anything on my PC without my permission since there was confidential data of my clients stored on the PC, to which she agreed to. The session however was a pure joke. After installing some Qualcomm drivers and rebooting my PC and plugging in and out my device about 100 times, she said that my device was indeed broken and that I would now be forwarded to the RMA department.
Almost three weeks, many pointless arguments with the support and this joke of a remote session, after I started contacting the support, I was finally granted an RMA repair/replacement. I thought that it would now finally be over and I would get back a new or repaired device. WRONG. But more to that later.
I got instructions to prepare the package to ship it to the 1+ repair center in the UK. I was told I would have to fill out an online form for DHL since they would come to my house and pick up my device. I filled out the form and was expecting a phone call to fix a time where they would come by as promised by 1+ and DHL. Well, I was at work on a Monday morning and suddenly without a phone call or any notification, a DHL delivery guy showed up at my house. Luckily someone was at home who gave him the package. However, the DHL guy asked for an address, which the person at home did not know, so they called me. Now I had to explain to the guy that I had no idea what the address was because I never got one from 1+. They said that DHL would have the address. So after around half an hour, I was notified that the DHL guy took the parcel with him after with him after he got a call from DHL who said that they knew the address.
The next day, the same DHL guy showed up at my house again (again w/o calling) because he got another order to pick up my phone which he did already yesterday...
After around a week of silence, I was notified from support that they received my package and ran it through a first stage inspection where they detected a water damage. They told me, they would send it to a secondary inspection to verify if it is really a water damage. I could not believe that my phone really had a water damage because I am very careful with my devices and I knew that I never exposed my 1+1 to water or some sort of steam or extreme moisture in general. A few days later they sent me the second inspection report which of course confirmed the water damage and thus my warranty covered RMA was denied. I told them that this could not be possible because I couldn't imagine how my device would have gotten anywhere near water. The next weeks I was arguing with several support members (they changed their names randomly and I had no idea who would reply anymore). I was basically given 2 options: pay 213€ for a repair or pay 45€ of shipping costs to get back the defect device.
After around 3 weeks (they often ignored me for days) I was so frustrated with the company and the way they treated me that I just wanted to get back my device and hence I paid the horrifying 45€ shipping costs (UK-Austria normally costs 12-20€ for a package of this size).
During those three weeks I was doing some research about 1+ RMA denials and look what I have found:
here: reddit
and here: reddit #2
and here: reddit #3
and here(!): reddit#4
So apparently, many users got their RMA denied because of water damage although they never exposed their device to water. There seem to be two water damage indicators (little white stickers that turn red when they are in contact with water) inside the 1+1, one in the headphone jack and one at the bottom of the phone underneath the buttons. Some people were smart enough to take photos of their white indicators before shipping the device off to RMA repair and received an inspection report with a photo showing red indicators, when they got their RMA denied. So these indicators *somehow* seem to have turned red.
After finding this, I was relatively shocked. I mean, I was mad at 1+ for their incompetent customer service but I couldn't believe that so many people had the same struggle and some even have proof that they were falsely accused of being responsible for the water damage. Unfortunately, I was not clever enough to take my phone apart and take pictures of the water indicators but I cannot imagine that they were red when I shipped the device off. Unfortunately I cannot proof anything.
After talking with two lawyers, we came to the conclusion that pursuing further legal options would be very difficult, considering that the law in Hong Kong where 1+ is located is probably completely different. Furthermore it would cost too much and my chances of winning wouldn't be high since I did not have any evidence except many reports of other people with the same problems from the internet.
Now after more than 2 months of arguing with the support I decided to pay the 45€ shipping costs and I'm probably going to sell the defect device but you can be sure, that I'll never buy anything from this company again. I can't proof anything but their warranty denials seem.... shady.
Now, I really hope that you never have to deal with the 1+ customer support because it is simply horribly. They have no idea what they are talking about, they just send copy and pasted replies and often they don't read your replies at all, they ignore you for days, their procedures are extremely complicated and they deny warranties in many(!) cases without a proper reason. Sometimes even, although there is proof that says otherwise.
If you consider buying a 1+1 or 1+2, be warned because the same thing can happen to you. It happened to many people and it will probably happen again.
If you are going to ship off your device to RMA, be sure to take as many detailed, high-res photos as possible of the outside AND of the inside of the device. Be sure to check the water damage indicators and take a good picture of them. Also write today’s date and your name on a piece of paper and photograph it with your phone so that you can proof that the pictures are yours.
TL;DR
Microphone doesn’t work during calls; contacted 1+ customer support; complicated and pointless tries by 1+ to fix phone w/o RMA; after weeks: RMA granted; shipping difficulties; RMA denied because of water damage; many other users also got RMA denied because of water damage despite of proof that there was no water damage; 1+ RMA denials seem shady (see links);
Would have been better you just buying the microphone part online and replacing yourself. But sorry for your trouble and oneplus cs is trash! We all know this.
anyone have pictures with the exact locations of the op2 water damage indicators?
Weird0ne said:
anyone have pictures with the exact locations of the op2 water damage indicators?
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That would be important to know........we all can possibly use it one time..
Stefan McSleaze said:
That would be important to know........we all can possibly use it one time..
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i mean like, i just wanted to use them as reference and see them on mine myself
Yup I agree with you. OnePlus customer service is the worst and I would never buy a phone from their company in the future. 1+2 will be my last phone from them.
OnePlus isn't the only manufacturer that does this sort of thing.
http://forum.xda-developers.com/note5/general/note5-handle-water-t3211495
Can't be a faulty microphone if it works ok in speaker mode, there isn't a separate different mic for use in different modes (I would have thought).
Weird0ne said:
anyone have pictures with the exact locations of the op2 water damage indicators?
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I can't post pictures at the moment since my 1+1 is still being shipped back to me but iFixit describe the location of the one indicator at the bottom of the phone in step 15 of their teardown. The other one can be spotted with a bright light when you take a close look into the headphone jack. It rests just a few milimeters inside of the jack. I might post some images when I receive my device.
I don't know how many indicators can be found inside the 1+2 or where they are located.
Troute said:
Can't be a faulty microphone if it works ok in speaker mode, there isn't a separate different mic for use in different modes (I would have thought).
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As far as I know the 1+1 has three mics. During a call (without speaker mode) the main mic is used to capture the voice while the two other mics are used to cancel out noise. When speaker mode is turned on the noise cancelling is turned off and hence only the main mic is used. At least that is how I have read it somewhere. So my guess is that one or two of the secondary mics are somehow damaged and therefore the noise cancelling cancels out too much/everything instead of just the background noise. This would explain why speaker mode works and why voice recording apps work properly as well.
I wanna bring as much attention as possible to this bad joke of a customer support , so if anyone is interested in spreading the word please do so! I already contacted serveral tech sites, let's see if they'll write something about it.
lms24 said:
I can't post pictures at the moment since my 1+1 is still being shipped back to me but iFixit describe the location of the one indicator at the bottom of the phone in step 15 of their teardown. The other one can be spotted with a bright light when you take a close look into the headphone jack. It rests just a few milimeters inside of the jack. I might post some images when I receive my device.
I don't know how many indicators can be found inside the 1+2 or where they are located.
As far as I know the 1+1 has three mics. During a call (without speaker mode) the main mic is used to capture the voice while the two other mics are used to cancel out noise. When speaker mode is turned on the noise cancelling is turned off and hence only the main mic is used. At least that is how I have read it somewhere. So my guess is that one or two of the secondary mics are somehow damaged and therefore the noise cancelling cancels out too much/everything instead of just the background noise. This would explain why speaker mode works and why voice recording apps work properly as well.
I wanna bring as much attention as possible to this bad joke of a customer support , so if anyone is interested in spreading the word please do so! I already contacted serveral tech sites, let's see if they'll write something about it.
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I was trying trying to find the one in the headphone jack but it's really hard to see even with a flash light. Not sure what I'm even looking for the.
Weird0ne said:
I was trying trying to find the one in the headphone jack but it's really hard to see even with a flash light. Not sure what I'm even looking for the.
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Well, you are looking for a white small sticker (or red in case it got in contact with water). If you're using a 1+2 I can't tell you for sure if it is even there.
I was also denied a legitimate rma request. A lot of friends and family members bought oneplus ones on my recommendation, so I'm pretty salty over this.
lms24 said:
Well, you are looking for a white small sticker (or red in case it got in contact with water). If you're using a 1+2 I can't tell you for sure if it is even there.
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The only one I found was under the back cover on bottom left screw. Not sure if there is another after disassembly.
I had the exact same issue, but i never bothered to contact oneplus about it. I just bought the board required and replaced it myself. I haven't had a warranty repair in close to 8 years.
I wonder if OnePlus customer service is reading this thread and rethinking their policies and practices? When my screen broke on my 1+1, i just sold it knowing how bad service was and went back to my Nexus5
This thread caused me to NOT buy a 1+2 when my invite finally showed up.....
I still really want one, but considering 2nd hand now knowing that we basically are on our own.
Hg
Sold my 1+1 to buy a 1+2.
Decided to purchase the Z3 Compact to hold between them (delivery takes ages to Brazil) but now I'll probably keep the Z3.
I like the 1+1 a lot but if the brand doesn't support their customers I won't support the brand too.
Where did you purchased the board?
Zero problems with 1+1 and 1+2! Awesome phones.. (and no, not a fanboy)..
I too had the microphone problem and I also had to endure a ton of mails to support and the remote session... In the end nothing they suggested fixed it (shocker!) and I could send it in for RMA. Fortunately they sent me a new phone which I promptly sold. The whole thing took months.
REPTORO said:
Zero problems with 1+1 and 1+2! Awesome phones.. (and no, not a fanboy)..
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What does this comment have to do with anything in this thread?? OP is saying that if you ever have a problem, this company won't give a crap. Hope your phone has a problem soon so that you know what you are dealing with.
Sent from my SAMSUNG-SM-N920A
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.