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Hey guys,
I really need to rant a little bit now.
This thread is for everyone creating all those "kill ASUS on facebook/twitter/blog sites" threads.
I really understand your angryness about the initial issues with the Prime, but has anyone of you guys ever thought about that you are doing huge damage to both ASUS and yourself with those hate campaigns?
Best example: "Lets spread information about minor software problems all over the web and its major blog sites"
This is ridicioulus guys... Seriously, ASUS really can't fix for example the serialnumber issue within 3 days...
They need to find out what's wrong first. After that they need to fix the problem. After fixing the testing follows.
All this needs time. And spreading rather unprofessional information all around the web won't speed this up at all.
But now to the main part of my rant: the damage being done to us, the owners of the Prime.
Do you guys really think you are doing anything good with those social attacks?
In fact you are driving many people away from the Prime for reasons which are seriously non-issues.
Lets re-think about the issues and ASUS reactions:
GPS issue: ASUS confirmed, that this might be a hardware problem,
it seems they are starting a bonus program for the ones not happy with the GPS (either 6 more months of warranty or a full refund)
This is actually really embarassing for them, but I couldn't think of any better method to solve this issue
(we are talking about realistic methods here, giving you a free TF700 is not realistic)
The Wifi issue: Well actually we do not know much about this.
ASUS told us it's not a hardware issue, rather an issue of specific batches with wrong firmware. We will see in the future what they can do here
The Wifi/BT issue: As several members found out this is a real non-issue. Speed drops appear across all devices and platforms when using BT and Wifi together. Nothing really to complain about here
Random lockups and reboots and unknown serial number issue: ASUS is aware of these problems, already got fixes and is testing these fixes right now.
Nobody else tests fixes with real customers in a public forum. Thats' great!
Now lets talk about that damage I am always talking about:
Here the facts:
Reporting minor software issue (GPS and Wifi aside here) definitely leads to a smaller customer base for the Prime
Major news sites falsely reported the serial number problem as a hardware problem, leading to confused users which do not want to buy this tablet
Smaller userbases always lead to less support, both from the company and also from our own developers.
Less company support means that we will get less often and lower quality updates for our Prime. The device will be abandonned much faster than devices with large customer bases
Less dev support means less innovating new features from our side, less custom ROMs, less custom kernels, in fact the smaller the userbase the faster the Prime development will go dead
Think of the HTC HD2: the ultimate development phone. Its rather big userbase lead to incredible development. They have everything on that phone: Win 6.x, WP 7, Android 2.x and 4.x, real Linux... Smaller userbases ultimately lead to worse device development
I guess it's already too late, the damage being done by you and the major blog sites is irreparable.
Non tech-focused customers who read Engadget won't get a Prime now.
But these non-tech focused guys are the imporatn part of a customer base.
We tech guys here are always a very minor part of a device's customer base.
Ah and by the way: If you buy a product directly after launch, you have to expect those kind of problems.
I haven't seen any product launch in the last years which had not initial problems and issues. No matter if tablet or phones, HTC or Samsung...
ASUS is always one of the first (the first?) major companies, providing support on xda-developers. That is nothing usual for big companies like ASUS.
Give them credit for this move.
I hope someone actually read that text...
I completely agree, thanks for this post. However the problem is it are mostly people who haven't even bought the Prime are *****ing the most.
I couldn't agree more, *****ing about the problem isn't gonna get anything solved. If you have problems try to help, that way things can get fixed more quickly and then everyone (or at least most) can be happy.
read it and agree, there are issues but the support from Asus on this forums is great.
Srsly? Do you have like Stockholm-Syndrome?
Asus threw an unfinishied product on the market.
They can't fix the SN issue in 3 days? Well, I didn't have such issues with my 4 other android devices. Maybe the should have been testing it.
Of course it is embarassing for Asus, but this is clearly not our fault. We fulfilled our part with odering and paying for a tablet. Rest is up to them.
While I agree that a free TF700 or such things would be impossible, the GPS problem is clearly a sign there has be no/not enough testing.
All the problems you are stating would have been showing due to Asus product testing, again. This is completely THEIR fault and they have to deal with it now.
You think we need to stop reporting errors to make the prime look better and they can sell more?
Dude, seriously. Do you buy a brand new car and when you have issues, you just shut up so the store can sell some more?
I'd really love to love my Prime, but with all those obvious mistakes Asus made, I can't.
The problem with what you are doing is: If you support Asus now, other companies will see it's ok to sell faulty products, and the next generation of tablets could have big issues as well.
You need to say what's wrong for anybody to hear. Or would you like to buy a product and then find out later that it's full of bugs? But nobody tould you because it wouldn't be nice for the company?
Do you think Asus will decrease support if less people are bying it?
Again, this wouldn't be nice, but it's completely in the hands of Asus.
It's a big company and they shouldn't have trouble emplyoing a few guys for support. If not, the save money on the wrong thing. Don't make (Non-)Buyers responsible for this.
No matter what other companies do, bringing an untested product to the market is not acceptable and that is the feedback Asus is getting now.
And no, you don't have to expect those "kind of problems".
When I buy a 600€-Tablet, I expect a full working one, and not in 3 months but NOW. I didn't have problems with my Optimus 2x or Iconia A500.
It's a big difference wether the company is fixing issues or improves the quality with updates.
And another point on Asus working with the community: It's nice they are on XDA, but... I remember there was...is... a locked and encrypted bootloader?
Yeah, right. Asus completely locked the Prime and only promised to make an unlock tool after giant social network ****storms.
Is this "working" with the community? Why didn't they look at HTC and provided an unlock tool from the beginning? Asus is only giving in because they are afraid of more bad attention. And that seems to be the only way for the community to be heard.
Just my 2c.
pintness
I think peoples persistence on forums have forced ASUS to look harder at the problem but never the less they are doing something and its a real credit to them that Gary Key is active on our forums now. I think in this modern age ASUS have took a brave step and one that they should be praised for.
We are all upset about the problems but we need to give ASUS fair time to address them. We have all had a rant but now its time to work with ASUS and give them as much information as possible, this is the only way we all get what we want, loyal happy customers and a fantastic product with new and exciting products on the horizon.
Cut them a bit of slack.
Dear Diamondback,
Damage to ASUS with those hate campaigns? I am sorry, but I am not going to speak well of a company that releases devices with as many problems that I have paid for. If I end up buying a broken device, I will be disappointed. They did not let these devices through proper quality control and we are suffering from it.
Serial number issue should have never happened. WiFi issue should have never happened. GPS should have never happened. These problems can be caught in quality control, but they didn't because they rushed the device to the market before holidays and did not test it long enough beforehand.
Yes, a lot of new devices have tech problems. Difference being that while I have been part of many tech launches as an early adopter in the past, I have never seen a launch that has this many critical problems and this amount of returned devices. Even I had to return a device because the keyboard just did not work and I've never had to do it before in my life.
As for damage to 'us', your points are irrelevant. Social media attacks are important, because they make ASUS more aware of these situations and react quicker. Let's be honest here, ASUS PR has been horrible throughout the Transformer Prime launch. It is only thanks to their customer support and engineers in this forum that we get some information out of ASUS.
I will not 'lie' and say that TF201 is a great device. It is really really good, but if you want to be sure and want a better all-round device then I will suggest people to get an iPad 2 and I will not tell my friends that this device does not have flaws just because this will increase ASUS sales and public image.
These social media attacks are important because ASUS will hopefully try to do better in the future, because a company cannot survive many of these clusterfraks in a row.
If ASUS will 'abandon the device' quicker because people are critical about it, then so be it. It will only make it clear to me not to buy ASUS products in the future, since it is exactly when there are problems, where support is needed. Not providing this will lose them even more customers in the future.
And trust me when I say this, Transformer Prime will never be a popular device in a way iPad, Galaxy Tab or Kindle Fire are popular. It will sell more than the original Transformer, but it will be very little known outside tech circles. Most of my friends don't even know that there is such a thing as TF101, let alone TF201.
How can ASUS change that? Not disappointing early adopters. It is the most crucial thing about products release, since early adopters are the most passionate customers. At the moment though many of us are with flawed screens, weak WiFi, non-existent GPS, devices without serial numbers and countless of other issues that will really hold us back from speaking well about the product we have paid a lot of money for.
ASUS can really change all that by letting devices actually go through quality control and testing. Many of the problems with Prime were detected in just the first days of use by us or the reviewers. ASUS can spare to delay the release by a week to provide additional testing for a fixed amount of devices.
Will they do it in the future? Who knows, unlikely. This device was rushed to the market to get as much sales as possible, ASUS did not care about us, the customers, they cared about their sales.
And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
pintness said:
Srsly? Do you have like Stockholm-Syndrome?
[...]
Just my 2c.
pintness
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kristovaher said:
Dead Diamondback,
[...]
And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
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You both are not getting my point. Instead of going to the media you should report your errors to ASUS.
No matter how incompetent their customer support is on the phone, the errors will reach the developers anyway.
Nobody told you to praise the Prime. I just said that overpainting the issue won't help anyone. Not even you.
ASUS will fix the software problems. And the GPS issue got kinda resolved too. If you are not happy with it, return it.
I am pretty sure there will be other countries than UK and Taiwan with this move.
And yes you can't fix software errors in that scale in 3 days. Just deal with it. That's how software development works.
Oh and I hope that "Dead Diamondback" was a typo.... Otherwise, get off here troll
You haven't mentioned the dock issues lots of us are getting. My dock keyboard only works about 20% of the time I connect it. There is at least 30 or 40 users on here with the same issue, and about double that on the transformerforums site. This may not be a lot but I'm sure a lot of US owners don't own the dock where as is Europe you have to buy it as standard. ASUS support haven't been overly helpful - wait for the ICS upgrade and try a wipe - done that and it still doesn't work - no further update from ASUS. I'm having to send my tablet and dock back and hope the next one works fine - any issues with the new one and I'll be getting a refund.
kristovaher said:
Dead Diamondback,
Damage to ASUS with those hate campaigns? I am sorry, but I am not going to speak well of a company that releases devices with as many problems that I have paid for. If I end up buying a broken device, I will be disappointed. They did not let these devices through proper quality control and we are suffering from it.
Serial number issue should have never happened. WiFi issue should have never happened. GPS should have never happened. These problems can be caught in quality control, but they didn't because they rushed the device to the market before holidays and did not test it long enough beforehand.
Yes, a lot of new devices have tech problems. Difference being that while I have been part of many tech launches as an early adopter in the past, I have never seen a launch that has this many critical problems and this amount of returned devices. Even I had to return a device because the keyboard just did not work and I've never had to do it before in my life.
As for damage to 'us', your points are irrelevant. Social media attacks are important, because they make ASUS more aware of these situations and react quicker. Let's be honest here, ASUS PR has been horrible throughout the Transformer Prime launch. It is only thanks to their customer support and engineers in this forum that we get some information out of ASUS.
I will not 'lie' and say that TF201 is a great device. It is really really good, but if you want to be sure and want a better all-round device then I will suggest people to get an iPad 2 and I will not tell my friends that this device does not have flaws just because this will increase ASUS sales and public image.
These social media attacks are important because ASUS will hopefully try to do better in the future, because a company cannot survive many of these clusterfraks in a row.
If ASUS will 'abandon the device' quicker because people are critical about it, then so be it. It will only make it clear to me not to buy ASUS products in the future, since it is exactly when there are problems, where support is needed. Not providing this will lose them even more customers in the future.
And trust me when I say this, Transformer Prime will never be a popular device in a way iPad, Galaxy Tab or Kindle Fire are popular. It will sell more than the original Transformer, but it will be very little known outside tech circles. Most of my friends don't even know that there is such a thing as TF101, let alone TF201.
How can ASUS change that? Not disappointing early adopters. It is the most crucial thing about products release, since early adopters are the most passionate customers. At the moment though many of us are with flawed screens, weak WiFi, non-existent GPS, devices without serial numbers and countless of other issues that will really hold us back from speaking well about the product we have paid a lot of money for.
ASUS can really change all that by letting devices actually go through quality control and testing. Many of the problems with Prime were detected in just the first days of use by us or the reviewers. ASUS can spare to delay the release by a week to provide additional testing for a fixed amount of devices.
Will they do it in the future? Who knows, unlikely. This device was rushed to the market to get as much sales as possible, ASUS did not care about us, the customers, they cared about their sales.
And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
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GDI read the ****ing OP's first post. He did not ask you to kiss Asus' feet. He did not ask you to say false POSITIVE things about the Prime. He did not tell you to disregard Asus' mistakes. He simply asked you to vent your frustration and give your CONSTRUCTIVE feedback to the appropriate recipient: ASUS.
BTW you have my thanks OP.
kaiserpc said:
You haven't mentioned the dock issues lots of us are getting. My dock keyboard only works about 20% of the time I connect it. There is at least 30 or 40 users on here with the same issue, and about double that on the transformerforums site. This may not be a lot but I'm sure a lot of US owners don't own the dock where as is Europe you have to buy it as standard. ASUS support haven't been overly helpful - wait for the ICS upgrade and try a wipe - done that and it still doesn't work - no further update from ASUS. I'm having to send my tablet and dock back and hope the next one works fine - any issues with the new one and I'll be getting a refund.
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Hm, seems I missed that. My german dock works perfectly. What's the issue exactly?
But still, ASUS is a big company, they can't just find, fix, test, and make an announcement in 3 days...
It reminds me of the launch of the HTC Desire HD, Back then it seemed as though the first couple of batches that made it into customers hands had not been properly tested and manufacturing QC was absolutely terrible.
GPS issues were rife, cases didn't fit together properly, screens were loose with dust underneath them. Then of course there was the screen bleed, stuck pixels and countless other problems.
I remember it well as I was one of the first people on this forum to receive my DHD and I spent countless hours sitting watching IRC channels for root to be achieved.
Now then after that short history lesson, here is the point of my story. There was a lot of complaining about these issues here on the forum, but what most people did was either accept the fact that this was an early batch and realised that as an early adopter these things are to be expected, or they sent them back. End of story.
There was no smeer campaign, nothing. Just people being adult about the situation and that's that.
Thanks for listening.
Doktaphex said:
It reminds me of the launch of the HTC Desire HD, Back then it seemed as though the first couple of batches that made it into customers hands had not been properly tested and manufacturing QC was absolutely terrible.
[...]
Thanks for listening.
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Same here, I think I got one of the first good batches
Nobody started a big ****storm back then and everything is fine today. The Desire HD is still a very good device and it was one of the top sold devices from HTC.
HTC sorted out all problems.
Agree
I actually agree with everything you said diamondback.
I personally love my prime, but i have a couple of issues here and there. Nothing that wont get fixed in the long run. I have a moan here and there, But i still show my support to a brilliant device.
And another thing i have never seen is a compnay actually showing their dedication to fixing the problems like asus. For god sake people they actually have a rep on here talking to people and providing inside information that actually could help. And again in garys posts people are attacking them there.
I really those people who are attacking asus shoulld either:
1. Suck it up and shut up and wait for a fix
2. Sell there device or take it back for a refund and shut up about it.
I know its not the best path, but you have to give a company some time for actually fix these issues. It doesnt happen over night, they ar'nt robots!
Rant over
---------- Post added at 11:57 AM ---------- Previous post was at 11:55 AM ----------
Diamondback said:
Same here, I think I got one of the first good batches
Nobody started a big ****storm back then and everything is fine today. The Desire HD is still a very good device and it was one of the top sold devices from HTC.
HTC sorted out all problems.
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its funny because i have a DHD, i got one of the bad batches and still using it this day. Although HTC's repair team didnt do anything when i sent it back in. 3 days before my warrenty ran out. But that was a GPS issue for me. And im not really that bothered about it to be fair.
I personally love my phone, ive modded it so many times now ive lost count.
Just remember...Man with hand in pocket feel cocky all day
But aren't we pushing for double-standards here?
Because it would be a ****storm all around if Apple releases a product that has even a single critical flaw. Such as iPhone 4 antennagate. People pay a lot for Apple for quality, they don't expect such problems and Apple has very, very few issues like that with their product launches.
On the other hand we have ASUS who releases a product that has GPS that cannot be used, has weak WiFi range (+ broken WiFi on early US units), weak quality control on screen, keyboard and software issues with crashes and inability to update. Transformer Prime has more early adoption issues than iPhone's and iPad's have had in total.
Apple has set the standard, so when we end up paying a lot of money and face this many problems, being publicly critical about it makes sense. Sure you could say that ASUS is small compared to Apple, but if they want to compete with Apple they simply have to do better. If they release a device that is as flawed, it is not just bad for customers, but Android in general. I remember giving excuses to people who used my HTC Desire back in the day that had a multitouch screen that was not multitouch and it was obvious that it is a lesser device. I will feel just as bad when someone tries to use GPS on my Prime and is confused that it doesn't work and so on, because they -expect- the device to function.
Pat on the back and 'better next time' just doesn't cut it, since many of us will be using the device for more than a year. This is not a startup world, ASUS has been in the business for years, they are ambitious with their claims of having created the best tablet, if they cannot live up to it, they deserve the criticism.
They are a big boy and will hopefully do better next time. Market demands it. Otherwise someone else will simply create better devices and wins over the customers that ASUS has. ASUS is unique in that it offers an innovative keyboard dock with Prime, if it becomes popular then competition will increase and I'll gladly jump ship to manufacturer that has a better history with product launches.
Thank you OP for IMHO a needed and well thought out post.
I completely agree with OP post. People that are unsatisfied can easily return device and move on. But no, instead they love to hang around a nag like women with each other. I can tell most polls made here in thisbsection was made to make the Prime look bad. But guess what, it backfired. Most, if not all polls here show in favor of the Prime in a positive light. Don't believe me, just take a look. Of all the people that voted in them, its always 77-85% or more people that are happy with devices, or defect free or etc...
Although the smear campaigns might hurt a little, the ball is already rolling. Even the negative people not going to be able to stop developement. We already have a good number of developers doing alot of great things without bootloader unlocked yet. We have other major developers just waiting to hit the ground running once unlocking tool is available. Its almost surreal sometimes reading the issues some people have. As from 12/22 my device has worked great everyday and have really been enjoying it. Its really sad how some people try to nitpick every single little thing.
If you are unsatisfied with device, do like moderator Jerdog said. Which was get rid of device then, whine somewhere else, AND GO AWAY! Developers not going to want to hear your sob stories. Just imagine once custom roms start being made. Are those same people going to whine all the time after an early build is built n has some issues to be fixed?
Another thing also, some people are plain stupid. They smear n attack Asus for the Prime yet they talk of getting the new A-700. Dumb move. This new device hasn't even been proven tl be better then the Prime and won't be out for 4-5 months at the earliest. People just assume its better because it has a plastic strip across the back. Nothing can be assumed. This hasn't been thouroughly tested or reviewed by major tech sites to say its better. Which a mini test of sorts showed it wasn't, as far as wireless goes. To me. Asus is a great company because I received a great product. If people are to stupid to just return device instead of crying up here online, then that's on them. As they clearly have seen the people that love their devices way outnumber those who don't. sand ususally its the same people always complaining. That's why I've stopped trying to combat them in the threads really. I just report the post or thread, if its unreasonable. This has been working as several complaining threads already have been shut down. Even moderator tired of all the whining.
Just carry your a$$ somewhere else if you don't like your device. Plain n simple!
kristovaher said:
On the other hand we have ASUS who releases a product that has GPS that cannot be used, has weak WiFi range (+ broken WiFi on early US units), weak quality control on screen, keyboard and software issues with crashes and inability to update. Transformer Prime has more early adoption issues than iPhone's and iPad's have had in total.
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I've had NONE of the issues you mentioned. The only thing I can't confirm that works 100% is the GPS since I did not buy this tablet to use as a primary GPS unit! I have a phone that does that and is more PORTABLE since it fits in my pants pocket. Last I tried using the GPS, it locked on my exact location in less than a minute. But really, I didn't really care, I only tested it because of all the damn *****ing on this forum.
So yes, I am a proud owner of a Prime with a "functioning" GPS, STANDARD wifi range, a VIVID screen, operational keyboard dock, no software issues, and updated with ICS.
First, OP, this isn’t just about Asus. What you’re saying in your post is that to protect the image and viability of a product (any product), people should suck up what they’re handed and deal with problems quietly in a way that benefits the manufacturer. That way, the product’s image will be protected. That’s great for current owners looking to reinforce their purchase and to grow the user base, but what about people that haven’t yet purchased the product? Hide defects and issues from them so they can figure it out themselves? If Acer hoses the A700 launch, would you give the same advice to their board? This goes against the principles of XDA.
Back to the Prime. Many of the issues discussed here caused people to say the Prime wasn’t right for them and either returned them or passed. Would you deprive them of that knowledge beforehand to further your personal agenda? Did you sign the “unlock the bootloader” petition? If so, then you’re being somewhat hypocritical.
Manufacturers need to be held accountable for their decisions. In Asus’ case, the choice of a metal back cover, claiming “GPS” when there wasn’t, racing the Prime to market with inadequate testing, and the random QC issues were all self-inflicted. Following your guidance, if this was kept quiet and didn’t impact sales, what incentive would they have going forward to sweat the details and deliver high quality products starting with unit number one?
Any “damage done to the Prime” was done in meeting rooms in Taiwan long before anyone here had a Prime in their hands. And h/w and s/w aside, hopefully Asus learned from this that customers aren’t sheep and willing to accept what they’re given and in the future will provide more frequent, accurate, and consistent communication before and after they launch a product. It’s terrific that after the damage was done Gary Key’s been proactive in cleaning up the mess and Asus offered a six-month warranty extension. Let’s give them an “A” for that. They get an “F” for how they managed the launch, communication, some of their design choices, and initial QC. So, at best, they’ve earned a “C.” If they’re a learning organization, let’s see what they do with the TF700. If it’s a repeat of the Prime, then God help them. And if the TF700 is everything the Prime should have been, that’s what’s going to cause the problems you outlined to happen, not the *****ing.
My friends that bought (and returned) Prime’s are pissed. Anyone trying to get one before the holidays went through flaming hoops and invested a lot of time and energy that they won’t get back via a “refund.” They’ll never purchase an Asus product again and are telling everyone they know about their experience. So even if everyone on XDA follows your advice, the damage will continue long after the postings stop. And it should because that’s what keeps manufacturers in check.
Good Day,
I am starting this thread to provide general updates and information on current or future products. In addition, at times I will address rumors where applicable.
Request-
1. I travel a lot, especially this time of year as there are numerous events. In addition I am also responsible for notebooks, netbooks, desktops, monitors, networking, audio, motherboards and video cards as part of the Technical Marketing umbrella so the majority of time I spend on forums and assisting users has to be segmented and is usually on my personal time. Having a family also interferes with my personal time as do 14-hour flights.
2. As such, when sending Private Messages please include a contact email address and the serial number of the unit. It will greatly assist me in ensuring that return contact is quicker and less obtrusive.
3. In the very near future, there will be additional ASUS technical support on this site and other Android centric sites for our Tablet products. Obviously this is an extremely important service for our valued customers and the direct feedback allows us to further improve the products.
Items- 3/8/2012
1. For users with the WiFi/BT dropout problem we expect additional materials or replacement units in stock at the repair depots by 3/12. We apologize for some of the lengthy waits a few customers had to endure but it will be solved shortly.
2. As to the rumors of a hardware fix for WiFi/BT dropouts, the actual fix is just ensuring that the hardware utilized in current units is performing to tested standards. Basically to ensure this level of compliance we are replacing components within the WiFi subsystem on an as needed basis and then testing the units before shipment.
3. I am still responding to messages sent during my last two events at the end of February and beginning of March. I should be current by the weekend.
4. I will have some exciting news in about two weeks on the TF201.
5. Expect to see a .16 or later release in the near future with further tweaks and updates.
Rumors - 3/8/2012
1. As to various rumors or threads about every unit having a problem, the numbers indicate otherwise as evidenced in the CNET article and an upcoming followup. While not dismissing there have been some problems, the return/repair rates are no greater than other competing products based on current data and are actually lower than several. I am not going to defend us 100% as like with all manufacturers we have areas of improvement.
2. That being said, I want to discuss a certain population of users who complain about multiple unit problems or seem to have every problem that is discussed in a forum.
a. Of these problem repeat users, around 71% (varies on a monthly basis) never responded to direct communication attempts.
b. Of the remaining users (around 30%), we directly assisted 9% of these users and confirmed actual unit problems. Of the remaining 20% or so, we could not verify all of the problems reported (multiple units, service, returns). However, I would like to give two examples that generally mimic a lot of this 20% contact.
2a- User reported in the forums and private messages purchasing and returning 5+ units, all of which had various problems. Actual purchase history indicated only 3 units purchased and for each purchase the user called for an RMA number, was granted an RMA number that day, and yet returned the unit the next day to the retailer and purchased another unit and then cycled the same process for the next two units. This user also has a repeat history of doing this process for other items including notebooks over the past couple of years and then claiming to receive a new product after said complaints. We tracked down one problem unit based on purchase/serial number history and guess what, no problems discovered and in fact the GPS works wonderfully on this unit as I sit here testing it. As to the other two units, we will locate and test those also.
2b - Users posted numerous times about a multitude of problems and yet would not return the unit for an RMA or replacement and instead offered to quit "*****ing" in the forums if we would provide a free unit, replacement unit or upgrade. We still do not know if said user or users actually owns a unit or not. (note - had this situation play out several times with users in this forum and other forums)
2c - Total number of users we tried to assist reporting multiple TF201 problems - 43. I will leave the math up to you.
Also be aware that some companies will instruct personnel to post problems, complain about products or services and generally ensure some type of problem is mentioned numerous times while pimping their own products in forums. In addition, also be aware that legal representation from firms or users looking for a quick handout or settlement might be doing the same. I know several PMs I have received looked exactly like a legal beagle wrote the questions expecting a response that can be used in trial, especially once you run the message through heuristics. Of course, I could be incorrect and those questions were from extremely articulate individuals with product law knowledge that I apologize to for not answering the questions in requested detail.
As I stated before, I am not excusing any problems actually experienced due to a manufacturing defect or service issue. We certainly can and will improve but based on the hard numbers, what I am seeing is in alignment with most electronics and for the "A" users posting here, just do a search for WiFi, Screen bleed or lockup problems at their forum. This launch has been a humbling process in several areas, we fully recognize it and will improve our services and responses as quickly as possible.
At the same time, the amount of effort we expend tracking down false or misleading reports only serves to disrupt services to valued customers. I know this is part of doing business but it does not make it right. Just my personal opinion.
3/9/2012 Update:
General Comments-
1. Thank you to any members contacting me and including their serial number and email address, it really helps as I now receive email notifications directly once a PM is generated. It will cut down on the time required to respond and allow me access to requests regardless of travel or event schedules. I have one last request, please ensure the email address provided is current and working. About 25% of the email addresses provided yesterday bounced back. I think we cleared all of those up by this morning.
2. I will be working with our North American Service and Customer Care group shortly to train individuals to assist in tracking forum problems (product or service), product suggestions and in providing consistent information to our valued customers in this forum and others. Once we roll this out I will make an introduction to the new team members and contact instructions. I will still be available but will concentrate more on product trends and technical aspects of the hardware and software as this is my primary job responsibility. Of course, if you into a roadblock feel free to contact me.
3. Even though I am North American centric, I am still assisting international users at the moment. Hopefully, those users who contacted me over the past two weeks have been contacted by a regional rep today. If not, probably no later than Monday. In the meantime, the same requests I have asked of our Customer Care group for direct forum support in North America has also been requested of our other regions.
4. I apologize for any delays over the past couple of weeks and I should be current by Sunday night.
Product Comments-
1. Speaking of trends, I have noticed a pattern in several messages over the last couple of weeks with people complaining about slight pauses, hitches or browser closures. One item that seems to be a common thread in most of the messages is that the user recently downloaded the Chrome Beta. I will start a separate thread on this after I speak with Google/Nvidia on Monday. However, if you are up for wasting a few minutes and have these symptoms, please uninstall Chrome, reboot, uninstall Flash, reinstall Flash and see if the native browser works any better along with general system responsiveness.
3/20/21012 Update -
1. I will be back to the forums on 3/22/2012.
2. We will have a major ICS update (.19) arriving shortly (might be .20 now).
3. We will have a major announcement on the TF201 in the near future.
4. We will have dedicated forum assistance starting in the near future.
3/22/2012 Update -
1. I am back for the next few days. I will get caught up on messages and updates shortly.
2. The next firmware update is in qualification testing now. We are also working on solving some flickering problems reported by a few users and hopefully that will be addressed in this next release.
3. The announcements on the TF201 (not being canceled as speculated) will occur as soon as I have a release to do it.
4. Full time forum support at a few Android centric sites will be launched in the near future as discussed.
3/26/2012 Update
1. Firmware Update 9.4.2.21 will be released by 3/30 for North America. Updates and fixes galore for the lack of better words.
3/29/2012 Update -
I hope to announce some TF201 updates in the near future. We are finishing testing and should be able to discuss the update shortly.
4/2/2012 Update -
Still working on the details regarding the announcement and once finalized it will be released as quickly as possible. In addition, I have gathered additional details from a few users who are seeing locks or weirdness after playing a Tegra 3 optimized game after a few hours. I will be in California next week to work with NVIDIA and Google on this problem and browser slowness or closure that a few users have also reported.
4/5/2012 Update -
I guess the cat is out of the bag in regards to the planned announcement discussed above. I cannot comment officially at this point but will provide a detailed update once released to do so. In addition, if you PM me, please include an email address for contact within your message. It will greatly facilitate receiving an answer.
4/9/2012 Update -
I am in California this week to meet with Google, NVIDIA and others on current software packages and upcoming products so there will be some delays in messages. As for the GPS Dongle program on the TF201, we will make an official announcement (program details and registration) next week.
4/20/2102 Update -
Please contact me if you are a North American owner and have any issues with the GPS dongle. To date, testing has proved successful on a wide variety of units but we want to ensure a pleasant user experience. Also, working on validation testing on a new firmware image now.
4/27/2012 Update -
We are still validating a new firmware release. We are also tracking user reported issues with Tegra 3 games, WiFi Direct and some continued random reboot/lock problems with a few units. Based on current regression testing at HQ, NVIDIA and Google it appears we will need to swap out a few units to pinpoint exact user problems. For the unlocked audience, we have requested a version of NVFlash that works properly for users who unlocked their units.
5/3/2012 Update -
We have new NV base code that is undergoing validation testing now. I will released this firmware to a few beta users in the near future. It addresses random reboot/lock problems among a few other items. In addition, we are still working with NV and Google on code changes to address browser issues once multiple browsers are installed and Flash is not uninstalled and reinstalled again after a cold reboot.
5/9/2012 Update -
I have been out with pneumonia but will have messages forwarded to the Customer Care Team.
5/10/2012 Update -
I will provide test build 9.4.2.25.2 to a few power users tomorrow that addresses ANR problems identified with NVIDIA and Google. If this tests out fine, we will release as general beta to a wider group and then qualification release for users. Various browsers use different WebKit versions and thread priorities, which create some of the problems users with multiple browsers have been experiencing and even with other applications.
I got my refund from you guys (dock+ tablet+ shipping) thanks again! Hai trat was wonderful! Keep up the good work!
Don't let people discourage you!
Sent from my PG86100 using Tapatalk
Can you post a "procedure" or "guide" to obtaining full refund based on displeasure with GPS performance? Along with detailed information on who is "qualified" and who "isn't".
Gary Key said:
4. I will have some exciting news in about two weeks about the TF201.
Click to expand...
Click to collapse
Exciting! After returning mine for a bright pixel and being tabletless for a month, I'm hoping... price break or updated hardware with bulletproof GPS, Wifi, Bluetooth, and no light bleed. Now that there are 2048 x 1536 resolution tablets out there for $499, the value proposition doesn't work as well as it did even if the TF201 didn't have the alleged level of errors people are stating.
Very good post Gary, it really does make a difference to my own personal view on Asus.
I very much doubt that any other manufacturer would put as much effort into backing their product.
Please keep visiting and putting various issues at ease, its what makes a big difference, although you will never keep everyone happy.
Very interested to see whats in store for us with future updates etc .. keep us posted.
P.S. I wish there was a UK based Rep on the forums too.
this is exciting news!
Thanks for the update and hopefully wifi/bt dropout will be fixed soon!
Thanks for getting me my refund Gary I cant wait to buy the next Asus tablet that comes along.
Can't wait to hear the "exciting news" about the TF201 in a couple of weeks. Except, now you have me getting all anxious again!
Good to see you guys really taking care of the issues and in contact with the users
Thanks for taking the time to come to the forums and put a face to Asus. Not many companies will reach out like that, and it's much appreciated. I know all you mainly hear are the negatives, so as a new prime owner as of yesterday, I can tell you thus far I'm very happy with the device.
Based on the level of community involvement and my brief experience with the device so far, I'd be more than comfortable recommending an Asus tablet to friends or family.
Thank you Gary, good on you!
but please get rid of your ugly
- https://discussions.apple.com/thread...art=0&tstart=0
in the signature. No insult buddy, but many people are allergic to apples. You might try dates or a link to figs, much sweeter...
We all agree on being happy not having to post in that thread and this link makes another great and exceptional statement little.
Give me a thanks and help me survive till the 17Th or so
Gary,
I have emailed a few times with requested info but never heard back. If I am doing something incorrectly, please let me know. I did hear from your friend in the repair center and he suggested waiting until parts come in. Unfortunately, I lost his name and email address. If you could send that, I would like to email him and now set up the return. I bought mine before GPS was removed from the specifications and was very disappointed to see that development as that is why I bought the Prime over the iPad 2.
Thanks for any info.
MBO
Sent from my Transformer Prime TF201 using Tapatalk
Gary, thank you for the update.
I happened to have received an email from an someone outlining the steps at first and this was the first response:
Dear ,
Thank you for contacting ASUS and providing your feedback. I do apologize for your inconvenience. In the meantime I would suggest you to have it reset to the factory default by going to the 'settings' -> 'Backup & Reset' -> 'Factory data reset' (Please backup all of your personal data before this process) and please let me know if the problems still persist after this process. I'll be providing you with overnight shipping label to have the unit sent in for service. (Please provide shipping address for the process) You may also contact us at 888-678-3688 if you have any questions.
Thank you,
-Asus Tablet Team
I did as the email stated with no improvement. I then requested this.
Thank you for the offer, but I am going to send my Prime back to Amazon if I can't get a new fully tested unit from Asus directly. The reason being I don't feel I should have to wait for Asus to fix my new tablet I bought. I would consider keeping it if Asus was willing to ship me out a new unit so I don't have to wait for it to be fixed. If there is some way we can work this out so I don't have to go without a unit and one that has been fully tested that would mean the world to me, since I use it everyday.
I did the data reset and still the same issue. My Prime also has screen bleed, no GPS at all and washed out colors even when not in power saving mode.
Please help a loyal Asus customer.
Thank You
To which Asus responded
Hello,
We can only provide you a waranty service but if you are still within warranty with Amazon we recommend contacting them if this will be a faster process for you that will shorten the waiting time to have a unit.
Thank you,
Rodel L.
So I did exactly that, and boy am I glad I did. My new screen has saturated colors, wifi is about the same, I haven't tested the wifi/bluetooth experience yet.
Thanks for the update
Gary,
Thank you for coordinating the efforts to fix the problems and for all the communication with the forum members.
I pretty much gave up on the Prime because I need a strong WiFi performance and also need the WiFi to work simultaneously with BT. I also lost confidence on getting a Prime without bleeding since all 4 units I got had the problem. I returned my 4th prime and will wait for the Infinity. It will be a long wait but having the higher screen resolution is an added incentive.
We do have some unanswered questions about the Infinity that I was hoping to know the answers so I am not waiting for a product that would not meet my needs:
1) Will the WiFi work imultaneously with BT with no performance impact on either one, on the Infinity? I believe some users spotted on the FCC filing that this will not work on the TF300 so I am wondering about the Infinity?
2) Will the TF-201 docks be compatible and color matched with the Infinity? My dock is non returnable so I will need to sell it if that's not the case.
Thanks in advance.
Thanks for the updates, Gary.
The number one thing that will drive away my business is when companies are completely unwilling to engage their customers honestly. It's refreshing to see you guys take a different approach.
Asus' attention on these forums is also what made me take the plunge with the TF201 purchase even after reading all the alarms raised here. I can only encourage as much transparency as you can possibly provide, which I think helps quell some of the crazy bald speculations that some people try to pass off as facts around here.
For what it's worth, I think it's totally fair for Gary to point to the forums of *other* manufacturers. The "just works" myth is deeply ingrained in so many people's heads despite lots of evidence to the contrary. Noting that *all* products have some growing pains at launch injects a much needed dose of reality into the discussion.
(short story: I was frustrated with the WiFi signal on my Prime this morning and asked my wife if I could use her iPhone 4S to test throughput. I tried opening up speedtest, but the App Store was totally hung. I asked my wife about it and she said that problem happens often and can take hours to resolve itself.)
Thanks Gary, really appreciate the frank information. It is certainly eye opening to see the behavior of some members, though honestly not totally surprising.
I do have a question though, I have been searching high and low for an english-only dock in Canada, but even the CBIL units are hard to come by. I'm going on a large trip in April and was counting on having this dock in January or February, but now I'm starting to get nervous. When will Canada see the english docks in numbers where we can actually get them?
Thanks again.
I appreciate you taking the time to post this. Its good to have a voice to balance what on first site can seem like a lot of negative posts. I'm looking forward to the next two weeks.
Sent from my HTC Desire HD using XDA
After reading this post i'm officially an ASUS fanboy now. Thx gary, thx Asus.
All i can say:
<3<3<3
"I am not going to defend us 100% as like with all manufacturers we have areas of improvement. "
For me this is the difference between a good company and a great one. Making awesome products (the transformer prime is atm the best tablet in the world, yes even after ipad3 release) and still having the cojones/modesty to say they're not perfect and they try to improve.
Thats what i really dislike about those Apple guys. All you ever hear from them is "we are best best best". If you really look closly at it, they are not better than anyone. They just spend much more on advertising.
[e]
Techie2012 said:
1) Will the WiFi work imultaneously with BT with no performance impact on either one, on the Infinity? I believe some users spotted on the FCC filing that this will not work on the TF300 so I am wondering about the Infinity?
Click to expand...
Click to collapse
BT will always have an impact on Wifi. Its radio signals, they interfere with each other. This issue is not unique to the prime. So if you turn on BT your wifi speed will be slowed down. It even happens on laptops.
I went through two units, before giving up. The first unit had reset issues even after .15 update but the GPS worked when outside (not for GPS use in a moving vehicle.) The second unit did not experience resets, but the GPS failed to work and the WiFi reception was poor at best. I really want to like the Prime, but until they produce a consistently error free products I am going to wait on the sidelines. What type of QA did ASUS do on this product prior to release(We obviously know at this time what they DIDN'T do, it went from Alpha Test to Manufacturing, and skipped the whole Beta Test thing)?
I appreciate all of your hard work, but ASUS really has a PR problem. Most of us on this site are advanced users, and or IT Professionals living on the bleeding edge, as such we (at least myself) have the ability to recommend products and services to our companies and friends( I field at least 20 calls a week from friends and family members seeking advise on tech purchases.)
I couldn't in good conscious recommend this product to a non-tech. individual with it current list of issues, mainly GPS(I know this feature has been removed from the list of specs, but almost every Android Tablet out has this feature, and this IS a premium product), weak WiFi Signals, and problems with WiFi/Bluetooth On at the same time. This is not a 1%, 9% but probably %99 issue with the currently released units.
Again, the average users will not know the difference or know what to look for, but this doesn't excuse the fact that the problem does exist. Most people didn't know the Ford Pinto would explode if it got hit from the rear, but Ford did, and while this is not a case of people getting injured or killed, but the result is the same, if a company knows that a product had a defect, i.e. the GPS you should fix the problem, not make the spec. magically disappear. The right thing to do is apologize, engineer a fix, swallow the expense and learn a lesson and move on, not sweep it under the rug and fix it on the next product released.
I would have a lot more respect for ASUS if they would have chosen the right way to fix the problem, not the least costly to the Share Holders.
I am not a fanboy of any company but tech itself, I like certain Android based products, I also like Apple products and Microsoft as well, I think competition is a good thing, and I enjoy using and learning about all Operating Systems and associated technologies, I would get awfully board being a Fanboy for a particular company (be it Microsoft, Apple or Google.)
One last point, I would also re-train you Technical Support Staff to NOT advise a customer that he can go online and purchase a replacement Power Supply on your Online Store, instead of going through the process of getting an RMA for the defective power supply (The USB Cap came loose and I would have to pull it by the cord to disconnect it, also if it was plugged in upside down I was getting shocked when touching the back of the Prime.) It would be one thing if I was outside my warranty period, but 7 days is another. The information for this is under: ASUS Service No=1701380; Rma No=USG7222490. I returned the unit because it was rebooting (as described above.)
thanks Gary for the updates. still waiting to hear back from a few messages I sent. I know you are swamped with messages. but thanks for starting this new thread and clearing up a majority of the rumours floating around. also for indirectly calling out the users who are trying to take advantage of a situation. I see them here on online and catch them in their lies. they always changing up their stories and brag about unneccessary details or claims. funny to see one or 2 of those people, take advantage of situation, posting in this thread...now that is classic.
I'm glad you cleared up the fix rumour. which always made sense and sounded very plausible.
Anxious to here what's this new exciting news you speak of concerning the Tf-201. I have some good hunches on what it might be but it'll be best to let you convey that instead of starting up new rumors n speculations.
looking forward to new .16 update. I figured we would be getting one soon.
Also, many people here on this forum think with you being Technical Marketing Manager, you are just here to do damage control and tell users anything, including lies or misleading info. I personally, and probably alot more users also, never got that impression from you or have seen evidence of that actually occurring. I for one am glad you came to help out on the forums. Regardless if it was voluntary or if after the the issues started popping up. it doesn't matter. what does matter is that Asus is showing that they are trying Tonto the extra mile and work with users on the issues. I know its not possible to help everyone else at once. that's why some may feel like you haven't addressed them fast enough. Sorting these issues out takes time. plus add in all the false reports, misleading info, and people trying to take advantage of situation and all that only delays things even more so.
I have never seen this kind of involvement from a device manufacturer before and its appreciated. it shows alot about how Asus cares about customer satisfaction and will try to uphold that value.
this new thread by you was needed. glad to see it finally surface. hopefully will make the trolls go away now that they know we on to their tactics...lmfao. As most of us should know who example 2a. is speaking of.. I never really believed him anyways. he got caught up in lies and still lying. lol if he smart he should just quietly vanish into the night. I love it, people getting put on blast. finally exposed!
No.. this isn't actually a post about the Prime's problems... it's actually about how companies handle things when they screw up. A lot of people here seemed genuinely grateful for what Asus did postfacto... I'm not one of them because my bar is set higher. I expect more from the companies I buy from - well, when it's a $500 tablet anyway.
Here's an example of where the bar SHOULD be set.
A month or so ago, Google announced the Q - basically their version of the Roku or the AppleTV. Thing is, while it's innovative design, it kind of sucked at being an actual Internet appliance. Google admitted the Q was shipped too soon and had significant problems. They halted production.. and here's the kicker - everyone will get a free replacement. They don't even have to return the original. And if you preordered and haven't gotten yours, you get a free one.
Here's the letter they sent out:
We have an important update about your Nexus Q pre-order.
When we announced Nexus Q at Google I/O, we gave away devices to attendees for an early preview. The industrial design and hardware were met with great enthusiasm. We also heard initial feedback from users that they want Nexus Q to do even more than it does today. In response, we have decided to postpone the consumer launch of Nexus Q while we work on making it even better.
To thank you for your early interest, we'd like to extend the Nexus Q preview to our pre-order customers and send you a free device. If you had other items in your order, your credit card will be charged for those items only.
Your Nexus Q will be on its way soon and you will receive a notification and tracking number from Google Play when it ships.
The Nexus Q Team
So, they're giving away free replacements for everyone who has one - who got them for FREE... and everyone who preordered... also gets one for free.
They certainly didn't need to do this. Most people understood that the problems with the Q were relatively minor and most could be fixed with software upgrades... not to mention, the people who got theirs at Google IO didn't actually pay for them. Not an issue - not even a discussion point - Google wants to make sure you stay loyal and stick with them. Anything to make the customer happy. No attempt to try and gloss over the problem or shirk responsibility.
THAT'S customer service, amigos. No screwing around with buckshee hacks. No 'we didn't mean it when we said you have a GPS..'
That's the bar we should set and demand.
http://www.theverge.com/2012/7/31/3207482/nexus-q-consumer-launch-delayed
PS: You'll notice I'm here telling you how great Google is rather than being out there telling others how great Asus is? That's why it's important to encourage customer loyalty... And I don't even HAVE a Q (not available in this country).
TheWerewolf said:
Nice story about google giving away expensive devices for free...
Click to expand...
Click to collapse
To be fair to ASUS, Google is a $207Billion company with almost $40B a year in revenue. The future of the company is hardly riding on them making a profit on their Nexus Q, heck it could be that no one's job is even riding on it given their business situation. Asus on the other hand is like a $6B company in US funds. Google could absorb financial hits that would completely BK or force massive layoffs at many other companies (like ASUS) without blinking. I think ASUS blew it with their QA on recent units but they have made some effort to try to set things right.
You can demand and expect completely-out-of-touch-with-the-rest-of-the-industry replacement/recall policies but you'll probably disappointed most of your life. Even mighty Apple told people they were holding their phones wrong when Antennagate hit. It probably makes more sense to learn your lesson and just move on.
To be honest, I think the world has enough/too many $100B+ companies already.
TheWerewolf said:
No.. this isn't actually a post about the Prime's problems... it's actually about how companies handle things when they screw up. A lot of people here seemed genuinely grateful for what Asus did postfacto... I'm not one of them because my bar is set higher. I expect more from the companies I buy from - well, when it's a $500 tablet anyway.
Here's an example of where the bar SHOULD be set.
A month or so ago, Google announced the Q - basically their version of the Roku or the AppleTV. Thing is, while it's innovative design, it kind of sucked at being an actual Internet appliance. Google admitted the Q was shipped too soon and had significant problems. They halted production.. and here's the kicker - everyone will get a free replacement. They don't even have to return the original. And if you preordered and haven't gotten yours, you get a free one.
Here's the letter they sent out:
We have an important update about your Nexus Q pre-order.
When we announced Nexus Q at Google I/O, we gave away devices to attendees for an early preview. The industrial design and hardware were met with great enthusiasm. We also heard initial feedback from users that they want Nexus Q to do even more than it does today. In response, we have decided to postpone the consumer launch of Nexus Q while we work on making it even better.
To thank you for your early interest, we'd like to extend the Nexus Q preview to our pre-order customers and send you a free device. If you had other items in your order, your credit card will be charged for those items only.
Your Nexus Q will be on its way soon and you will receive a notification and tracking number from Google Play when it ships.
The Nexus Q Team
So, they're giving away free replacements for everyone who has one - who got them for FREE... and everyone who preordered... also gets one for free.
They certainly didn't need to do this. Most people understood that the problems with the Q were relatively minor and most could be fixed with software upgrades... not to mention, the people who got theirs at Google IO didn't actually pay for them. Not an issue - not even a discussion point - Google wants to make sure you stay loyal and stick with them. Anything to make the customer happy. No attempt to try and gloss over the problem or shirk responsibility.
THAT'S customer service, amigos. No screwing around with buckshee hacks. No 'we didn't mean it when we said you have a GPS..'
That's the bar we should set and demand.
http://www.theverge.com/2012/7/31/3207482/nexus-q-consumer-launch-delayed
PS: You'll notice I'm here telling you how great Google is rather than being out there telling others how great Asus is? That's why it's important to encourage customer loyalty... And I don't even HAVE a Q (not available in this country).
Click to expand...
Click to collapse
Well said! In my opinion they would gain a stronger customer base.
zenaxe said:
To be fair to ASUS, Google is a $207Billion company with almost $40B a year in revenue. The future of the company is hardly riding on them making a profit on their Nexus Q, heck it could be that no one's job is even riding on it given their business situation. Asus on the other hand is like a $6B company in US funds. Google could absorb financial hits that would completely BK or force massive layoffs at many other companies (like ASUS) without blinking. I think ASUS blew it with their QA on recent units but they have made some effort to try to set things right.
You can demand and expect completely-out-of-touch-with-the-rest-of-the-industry replacement/recall policies but you'll probably disappointed most of your life. Even mighty Apple told people they were holding their phones wrong when Antennagate hit. It probably makes more sense to learn your lesson and just move on.
To be honest, I think the world has enough/too many $100B+ companies already.
Click to expand...
Click to collapse
Yeah, I would never expect a smaller company like ASUS to be able to do something like this. But, the Prime really is such a mess in my eyes that it would take something drastic to get me to buy another ASUS product. When you have a seemingly pretty faulty device combined with the absolute horrid customer support (19 days now they've had mine, still waiting for parts) you lose me as a customer. Granted, I also have a faulty ASUS motherboard in my computer, so I have another reason to never buy from them again since that's 2 for 2 of the ASUS products I've ever owned having issues.
If things are better on the Infinity as far as GPS, wifi, blu tooth, build quality (like rear cameras not breaking), then ASUS should just bite the bullet and kill the TF201 and give at least early adopters a trade in. That's what it would take to make me happy, and even then they would still have a huge problem with their repair service. But, at least I would have a better chance of not ever having to deal with them.
This would never happen with Asus not because of money but simply because they don't give a f*ck about their customers.
wifesabitch said:
This would never happen with Asus not because of money but simply because they don't give a f*ck about their customers.
Click to expand...
Click to collapse
That's honestly how I feel, and I feel that way 100% because of their terrible customer support. I understand things go wrong especially in this fairly new market of Android tablets. That's the time for your customer service to shine. Instead, they show us how much they care about us by having the worst service I've ever heard of.
ASUS Customer service in not. They could give a rat ask about problems with the Prime.
It is not a matter of how big Google is versus Asus. It is simply doing what is right. The Prime is junk. Asus knows it is junk. Fix it, or replace it.
We paid $500 for this tablet and anyone with any common sense would expect value for their money.
Just Received my TS. Although I like it I am wondering if there is any future for this device. The 6+ months delay seem like an eternity and what looked like a promising novelty is already lagging behind. And what makes me wonder is the apparent separation between the company and the first batch of users. How come that not one single bug seem to have been fixed? How come that there is still no OTA updates? Omate closed their official forum and is redirecting to xda for support, but where is Omate in this forum? And what about the possibility of switching to Android Wear, that looks like it will be the standard for this type of devices? I was a happy backer of their Kickstarter project, but at this point all I think is that I bought myself a Xmas present that was delivered at Easter!
Omate, obviously totally abandoned this project.
Rumors are thet they are preparing TS2 so TS is something that used that as a learning base...
Don't know did you followed g+ but I talked much about exactly the same problem months ago...
I said: (in December 2013): when we get TS that device will be old and many other device will be released.
We'll have expensive project that will be just overpriced and unusable...
I'm very sorry to see that but even then while community attacked me -I was right...
We'll try to give our best and try to adapt it but TS is dead and that's, unfortunately, something Omate admitted long time ago...
There's no Omate on XDA, no support, no answers or anything...
We are alone mate...
Sent from my C6903 using Tapatalk
funky0308 said:
Omate, obviously totally abandoned this project.
Rumors are thet they are preparing TS2 so TS is something that used that as a learning base...
Don't know did you followed g+ but I talked much about exactly the same problem months ago...
I said: (in December 2013): when we get TS that device will be old and many other device will be released.
We'll have expensive project that will be just overpriced and unusable...
I'm very sorry to see that but even then while community attacked me -I was right...
We'll try to give our best and try to adapt it but TS is dead and that's, unfortunately, something Omate admitted long time ago...
There's no Omate on XDA, no support, no answers or anything...
We are alone mate...
Sent from my C6903 using Tapatalk
Click to expand...
Click to collapse
Agreed. Omate is done. They were done before they started shipping.
1. Warranty- HA! Null and void
2. OTAs, support, service- LOL
..... U get the picture....
If something goes wrong with your TS...I guess your only choice would be to contact Omeox. Omate certainly won't do anything and most likely won't be around to help. This has been their MO from the beginning. For example, the infamous BT problems and Omate's lack of dev support. This alone spelled disaster for the company and sealed the coffin for any future "free" help from the dev community. Lesson learned: ANY start-up MUST have, keep and strengthen the full support of the community devs.
And lastly, the Omate disaster has laid a major wake to future smartwatch, IGG or KS, campaigns. Its a real shame...now, for any fledgling tech trying to grab a foothold in this market, that truly has something new and innovative, will have to work twice as hard to get noticed.
All due to Rocki and LLP's lies, misleading marketing and "bait'n switch" game.
Thanks Omate!
NO SOUP FOR YOU!
Sent from my HTC One_M8 using Tapatalk
While all this is definitely a shame, one bright side out of this is that I have a damn cool watch, and I paid about fair market value for it (the other Umeox watches go for similar prices). I guess I'm lucky in that mine works fine, so I don't have to deal with Omate again.
I realize that some specs have changed which kinda sucks. But I never intended to go swimming or anything with this, and the other spec changes are minor to me and don't really reflect anything in real world usage. The patch available really make this thing a good, usable, android watch phone (thanks again, Loki!). So I'm at least happy with what I got out of this whole ordeal.
Will I back anything on kickstarter (or others) again? Hell no! But at least I don't feel like I got screwed out of my money.
LLP was bragging on his g+ account about Omate's skills. While I think it is impressive they managed to produce a product, the fact remains that the hardware they used is debatable theirs and if what Loki has said is true, the software is Omate's main field of expertise and that in itself is of a questionable quantity.
I just do not understand Omate. I am not fussed about waterproofing and what not, but not being open about it until after the orders were taking just isn't cricket.
And then this whole lark about not having service centers in your country bla bla bla. Omate should just accept some things will break and have made back up watches to replace those which do. Those which are broken could be shipped back, repaired and resold.
The lack of anyone from Omate here seems really odd. I guess it could be a language issue but I doubt it.
What puzzles me is what did Omate expect to happen? For XDA to do all the work? For the project to develop a life of it's own?
I do think Kickstarter has lost an awful lot of credit, but I do not think the blame should be theirs. Omate just caused PR disasters one after another. Even now, the manner of the conduct online is extremely unprofessional.
Would I buy another Omate (TS2)? Most likely not. I love my TS and think it is super cool, but I want a device which will grow and has a loving community behind it. It is clear there is no love for this device now.
Unless Omate have some secret stuff going on in the background such as a huge update and a ton of new features, I don't see anything special about the Omate. I had an EC309 and with the exception of Omate's sd slot, it could do everything the TS could.
Personally, I think Neptune Pine will win people's hearts. It has had a bumpy ride but recently started being VERY open about production problems and delays. Perhaps it takes an Omate to get these Kickstarter companies to step up a notch.
I'll probably buy a Neptune Pine and other smartwatches. I don't think Omate has killed people's love for the concept, but it has left a bitter taste in many peoples mouths regarding crowd funded projects.
Hyperthetically say if we were to developer/begin a new Smartwatch or smartwatch company. Thru market research we established that there was a massive demand for something similar to the Omate or the A.I. Watch, I.e. a mobile notification and stand alone Android with a sim card wifi, gps BT ...etc.
First we started to source the unit (as designing a new one would take too long and cost too much and it would be copied) what would be the 'do's & don'ts'?
Keep it civil pls and dont say do the exact opposite of Omate... although that would probably go a long way.
It's more of about the way Omate managed the release rather than the product. I accept there would be issues in development.
What is odd is that the watch seems to be available to buy on their China site with no mention of it being a pre-order/ waiting God knows how long till it turns up. Does this mean that they're actively selling them now in China before sending the backers theirs?
Like their Chinese site though. At least it gives info about the company.
http://china.omate.com/
Have they (Omate.com) removed the specs info'?
simple1i said:
Have they (Omate.com) removed the specs info'?
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Doesn't seem like it. They still have that annoying avatar with the Omate being splashed. Their Chinese site still has the specs up. I think they still say the camera is 5 mega pixel.
http://china.omate.com/smart.php
I made the below post on Omate's facebook page in response to their announcement of the Omate X. Omate deleted my post and banned me from their facebook page. So being a Omate fanboi is OK, however if you criticize Omate in public on their forum, they ban you. Here's the post I made:
Omate: I have a saying, fool me once, I won't give you another chance to fool me.
Sorry, but with everything I've seen others go through, I considered myself extremely lucky, but I won't give you another chance. People buying the watch and getting a dead unit or dead battery and told "Sorry, we don't have replacements yet" or "Go find a battery on ebay". I lost the rubber gasket for the sim door, and you said you don't have them. I can't do business with a company that doesn't even have simple replacement parts available. And then, to add insult to injury, after delaying and delaying and delaying, you start to ship, and then announce a much lighter version is available, but too bad, you don't get one. And then the Omate app which - I don't know if I'd describe "working" as something you can call it, because it didn't work. Seeing the Omate CPU operating well below the stated specs, etc. I ended up selling my Omate. Sorry, but you aren't going to get me as a repeat customer based on how you treated me as a pre-order customer.
+1
phirephoto said:
I made the below post on Omate's facebook page in response to their announcement of the Omate X. Omate deleted my post and banned me from their facebook page. So being a Omate fanboi is OK, however if you criticize Omate in public on their forum, they ban you. Here's the post I made:
Omate: I have a saying, fool me once, I won't give you another chance to fool me.
Sorry, but with everything I've seen others go through, I considered myself extremely lucky, but I won't give you another chance. People buying the watch and getting a dead unit or dead battery and told "Sorry, we don't have replacements yet" or "Go find a battery on ebay". I lost the rubber gasket for the sim door, and you said you don't have them. I can't do business with a company that doesn't even have simple replacement parts available. And then, to add insult to injury, after delaying and delaying and delaying, you start to ship, and then announce a much lighter version is available, but too bad, you don't get one. And then the Omate app which - I don't know if I'd describe "working" as something you can call it, because it didn't work. Seeing the Omate CPU operating well below the stated specs, etc. I ended up selling my Omate. Sorry, but you aren't going to get me as a repeat customer based on how you treated me as a pre-order customer.
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I feel sorry for you dude. I have 2 pieces of these paper weight with me. Forget about the support and after sale service. Their facebook is only for their fanboys and girls. Our Mr.Romantic- Laurent Le Pen probably used all the money in world tours and left nothing for the after sale service. Good luck.