Hi.
Basically I bought a Nexus 9 and noticed a Dead Pixel (or something of the sort, I have no idea what it is) in the lower left portion of the screen. I contacted Google Support once, and they told me they can't give me a replacement. It was at this point I rang the next day and said I wanted to return it (I'd only had it 2 days) and they said a Dead Pixel does warrant a replacement. Now, on the return email it said that Google Specialists will take a look at the faulty tablet, and if deemed fine will ask me to return the replacement. Considering the first Google employee I spoke to said this was not an issue, is there a chance I'll have to send a replacement back and be stuck with my original one? That dead pixel was driving me absolutely nuts. Just wondering if anyone had any experience with the returns procedure of Google.
Thanks.
Depending on the country you live there are laws that over write what goggle will tell you. A dead pixel is a definite fault that warrants a return. In the old days led monitors had a dead pixel clause. Less than 3 didn't warrant a return. These days 1 is a reason.
doogfar said:
Depending on the country you live there are laws that over write what goggle will tell you. A dead pixel is a definite fault that warrants a return. In the old days led monitors had a dead puzzle clause. Less than 3 didn't warrant a return. These days 1 is a reason.
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I'm from the UK but the fact 1 is a reason is comforting.
Thanks for the reply though. The returns process has been extremely good, I rang yesterday to arrange a replacement and it has been shipped today already, I'll probably get it tomorrow
From the UK here, I requested an RMA last Thursday due to a dead pixel and screen bleed. The process for me was really straightforward once I had rang them. They sent a replacement unit through yesterday but unfortunately that's even worse than my original. So I rang them again and they were really helpful. I've requested a refund so I'm going to send back my old unit first then they will send more shipping materials to send back my replacement then refund my money once it's all complete. Hope it all carries on as smooth as it has so far.
Braderzf50 said:
From the UK here, I requested an RMA last Thursday due to a dead pixel and screen bleed. The process for me was really straightforward once I had rang them. They sent a replacement unit through yesterday but unfortunately that's even worse than my original. So I rang them again and they were really helpful. I've requested a refund so I'm going to send back my old unit first then they will send more shipping materials to send back my replacement then refund my money once it's all complete. Hope it all carries on as smooth as it has so far.
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Ah, guess you got quite lucky. The first time there seemed to be an absolute doughnut on the other end of the phone. He couldn't comprehend what a dead pixel was, got me send him a photo and then replies saying they can't replace it.
I had a bit more luck the second time round, my plan was to just straight up return it and just buy a new one with the refunded money. The woman asked why I wanted to return it, I explained the situation and she said she can arrange a replacement for me right now. The only thing I'm worried about is whether it's a dead pixel or not. Aren't dead pixels normally black? This is like really white, it might be a scratch on the inner surface of the screen or something, but it shows up on all backgrounds apart from Black. I guess we'll see what happens once I return it.
Are you thinking of buying another one with the refunded money? I can't wait to get my hands on a perfect one, it was just buttery smooth and such a pleasure to use. It's got such a premium feel to it, gives the iPad a run for it's money.
Dead pixels don't necessarily mean black.
It could mean, its RGB toggles are out of whack, and end up lighting up fully, causing full bright white.
If that's the case, you have grounds for a refund / exchange. Under UK's Distance Selling Regulations, which is now changed to Consumer Contracts Regulations, you are able to return it within 7 WORKING days (essentially, could last from a Friday to the Tuesday, 11 days later) of receiving your goods.
If Google gives you this dead pixel policy BS, then UK law will override it. If however you're over the 7 day period, it gets a little tricky, but you're still protected from the Sale of Goods Act 1979, which states that sellers must provide replacements, or refunds on defective products.
And a dead pixel is a clear defect, for you, for me, for the judge, and jury.
FazCapone said:
Ah, guess you got quite lucky. The first time there seemed to be an absolute doughnut on the other end of the phone. He couldn't comprehend what a dead pixel was, got me send him a photo and then replies saying they can't replace it.
I had a bit more luck the second time round, my plan was to just straight up return it and just buy a new one with the refunded money. The woman asked why I wanted to return it, I explained the situation and she said she can arrange a replacement for me right now. The only thing I'm worried about is whether it's a dead pixel or not. Aren't dead pixels normally black? This is like really white, it might be a scratch on the inner surface of the screen or something, but it shows up on all backgrounds apart from Black. I guess we'll see what happens once I return it.
Are you thinking of buying another one with the refunded money? I can't wait to get my hands on a perfect one, it was just buttery smooth and such a pleasure to use. It's got such a premium feel to it, gives the iPad a run for it's money.
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I'm of the same opinion on the tablet, absolutely love it. I think I'm going to wait it out for a couple of months until they sort their QC issues out, but I'm definitely going to get another one.:good:
Related
T-Mobile replaced my phone after several pixels went dead but the screen on my new replacement screen is bothering me more then the few dead pixels on the last. Looking at it in portrait mode there is a faint green line going all the way down the screen and in landscape mode it is worse. At first I though it might have been a natural thing but on text and videos you can see that green line streaking across everything.
Anyone else have this?
Am I being too particular?
Did T-Mobile send me a lemon?
Should I call and complain?
I ask because I really do not remember a green line of any kind on my original phone and the line is very distracting.
I'm not an expert by any means, but if it were me, I would try using Odin to reinstall stock software. If that doesn't fix the problem, then I would absolutely call T-Mobile and let them know. Not only do you deserve a replacement that is free of problems, but I am sure that anyone at T-Mobile will agree. Just make sure they don't charge you shipping again, since I am assuming you paid already to ship this faulty replacement. For the cost of these expensive phones, that is the least they can do for you.
replace it, ive never known a rom to give you a green line in your screen, NEVER! I've also never ever paid for shipping for a warranty replacement. When they ask me I say, I bought the device and it's defective, Wal-Mart doesn't charge me to exchange an item, and neither should you. They always comp the shipping. If they want me to pay a shipping charge then they should give me the option to exchange in store, since you don't have a choice. refuse to pay. It's not your fault a $500 device is defective. (P.S. 3 exchanges within 90days gives you the option to choose another device.)
Oye. First post at XDA. I bought the TP at Canada Computers on December 23rd. They give two weeks for return, so I have until Friday to return or exchange this thing. If you were me, would you return this tablet? Here are my issues:
- gps will briefly lock outdoors, but loses the lock quickly after subtle movements
- hdmi output has issues with my Sony Bravia TV - only plays through left channel (using dice player and games like riptide)
- one white (dead) pixel near bottom right corner
- very slight white bleed on bottom right with black screen
What do you think? Maybe others are grappling with the same question.
Cheers,
lukin
****ing_lukin said:
Oye. First post at XDA. I bought the TP at Canada Computers on December 23rd. They give two weeks for return, so I have until Friday to return or exchange this thing. If you were me, would you return this tablet? Here are my issues:
- gps will briefly lock outdoors, but loses the lock quickly after subtle movements
- hdmi output has issues with my Sony Bravia TV - only plays through left channel (using dice player and games like riptide)
- one white (dead) pixel near bottom right corner
- very slight white bleed on bottom right with black screen
What do you think? Maybe others are grappling with the same question.
Cheers,
lukin
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the 1 single dead pixel did it for me
helllll yes
Yes, return it. The GPS issue is here to stay though. (Design flaw)
Sent from my SAMSUNG-SGH-I777 using xda premium
Pixel did it for me. I am on the fence about the hdmi. I think that will happen with all of them until a fix is issued. But i would return it for the pixel.
If it is white it isn't dead though is it? I think it may be stuck. Have you tried massaging it or tapping it? I know it sounds weird but have you tried? Like with your finger or pencil eraser with a micro fiber cloth or some other material between so as not to scratch the screen. There are a few tricks if you Google it.
yeah I think the HDMI thing will just need firmware updates to fix, so hopefully will get sorted out. the pixel though is over the line, get a replacement.
Just preordered it...Hoping they come in this week. Been kicking the TF101/no TF201 around? and the Iconia A500. My wife pre ordered the prime while i was out so....I'm waiting in cyberline. Can't wait. Any other issues you guys finding?
If anything relate to screen, i would return or exchange right away, hard to ignore if you look at it every day....
Simple answer: Exchange it.
Why? If you're unhappy now, imagine how you'll feel once your small time window closes and you are still unhappy!!
Good god man, do it while y'ee have the chance!!
Yep, I'd return it for the pixel.
Single stuck pixel huh? I have one stuck red and thought that best buy would not take it back. If its a reasonable expectation that no pixels be dead or stuck then perhaps I will exchange it (if best buy lets me).
Thanks for the feedback. I am going try the screen massage, maybe break out the sexy time oils. If no luck, it goes back and I join the replacement line. It is is our first tablet and I wanted to get the best product. The bugs are testing my patience a bit. I bet it come with the territory when buying a brand new product.
Thanks.
ModusPwnd said:
Single stuck pixel huh? I have one stuck red and thought that best buy would not take it back. If its a reasonable expectation that no pixels be dead or stuck then perhaps I will exchange it (if best buy lets me).
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So you say BB Woudn't take it back within their 14-days return policy?
I am not sure, I am going to send mine back to Amazon for a refund once more become in stock. Then I will re order it, hopefully with not stuck pixel. I am trying different pixel fixers/unsticking tools from the app market. Hopefully they will do the trick, as there is little wrong with it now. I did the battery drain thing to fix the messed up touch screen (never was bricked, just had poor sensitivity in random spots).
****ing_lukin said:
***
nothing here
***
TL;DR
- one white (dead) pixel near bottom right corner
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Fixed, and yes.
dead/stuck pixels are always a deal breaker.
justwonder said:
So you say BB Woudn't take it back within their 14-days return policy?
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I didnt try because I thought you needed a few dead pixels to warrant return. I dont really know anything about Best Buy, I have never bought from them before.
I guess I will try to exchange it.
ModusPwnd said:
I didnt try because I thought you needed a few dead pixels to warrant return. I dont really know anything about Best Buy, I have never bought from them before.
I guess I will try to exchange it.
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They will take it back for any reason, even buyer's remorse, for 14 days. 45 days if you are a silver reward member.
http://www.bestbuy.com/site/Help-To...cy/pcmcat204400050028.c?id=pcmcat204400050028
biggem001 said:
the 1 single dead pixel did it for me
helllll yes
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Same here. I had a monitor I kept with a dead pixel and I regretted not returning it for 3 years. Thing bugged me to death, but at the time I didn't want to go 3 weeks without a monitor to return it. I say at least try to exchange it as you should never have to put up with a dead pixel.
The HDMI and GPS probably will continue. The GPS issue is known and the HDMI is probably a handshaking issue with the DRM. A lot of devices can have these issues whether its your TV's problem or the Prime would not be known. DRM should never be included in cabling which is why I hate HDMI.
Evo_Shift said:
They will take it back for any reason, even buyer's remorse, for 14 days. 45 days if you are a silver reward member.
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I guess I was mostly thinking that getting one stuck pixel is normal and getting no stuck pixels was an unrealistic expectation.
Looks like I was wrong, so I will exchange and hopefully get one without a stuck pixel.
ModusPwnd said:
I guess I was mostly thinking that getting one stuck pixel is normal and getting no stuck pixels was an unrealistic expectation.
Looks like I was wrong, so I will exchange and hopefully get one without a stuck pixel.
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I have 2 stuck pixels that I only see on a black background when looking real hard for it. I have never seen them any other way, so I dont plan on sending it back to newegg. If I had bought it locally and could get another to try before I had to return it, then I might feel different. The fact they are still difficult to get, and how hard it is for me to see it, I will keep it.
Here's an update on my headache about whether or not to return my TP. This will also discuss the GPS issue, so others might be interested.
I spoke to customer service today about the issue discussed above. This is their response to each:
1) GPS. They told me to download the firmware update and that would fix the issue. After updating there had been some improvement, but not enough. Basically the blue arrow in google maps bounced around my current location around 30 meters from where I am. For example, up the street, one street over, down the street, and even 10 kms away on the other end of the city. It never stayed fixed on my actual address.
At that point the supervisor suggested that it be sent to ASUS for repairs. This is where we got into a over the top semantic conversation. First of all, they wouldn't acknowledge that there has been problems with GPS for others or that they had posted any public response to the issues. Weird. They wouldn't acknowledge the aluminum case issue.
I told them I have two days left to return to the store and I want a guarantee that it will come back to me with GPS fixed. They said that any product that goes to the service centre will come back fixed. However, they don't know that the fix will be "up to the customers standard" for GPS. I said, okay, what is a reasonable standard for GPS functionality? That it can lock onto a couple satellites and not bounce around the screen like a pinball. He agreed this would be what he wanted from a GPS, but would not say that for certain this would be the end result of the recalibration. Then he began to talk about "environmental factors" that could impact the signal. I said, we've got blue sky and sun today, will it work on a day like today? He wouldn't guarantee that either.
2) HDMI output issue. He said it would be reported to quality control and that it may be fixed with a future update. No guarantee either.
3) Stuck white pixel. This issue seems to have gone away (awesome), but he said it would be fixed if sent for repairs.
I called Canada Computers to ask for some kind of an extension to their 14 day return policy, to have time to see what the repair does for GPS. They shot that down pretty quick. If I keep it past 14 days, there can be no return. They said I could return it and wait for another one, but there is no current stock or promise of when the next shipment arrives.
Two more questions for the forum to chew on:
1) Has anyone reported a fully functional GPS on this device. That they can drive in their car and the satellite remains locked? I have only seen videos that show it doesn't work - like the bloke who kept on calling it rubbish. If there are working GPS out there, then I'm more likely to roll the dice with the repair.
2) Will the Sony TV issue get fixed? I have read people that say it's a software issue and correctable; whereas others talked about DRM and that a fix isn't possible. I didn't actually understand the DRM piece entirely.
3) What quad core android tablets do we expect over the next couple months that will challenge the TP for top dog status? Maybe I can return and wait.
Thanks for reading.
Hey guys, I love the tablet but I am having some serious bad luck lately. Im in Houston and bought a Prime from Gamestop. They told me theres only two Gamestops in South Houston that sell them and both are about 45 minutes to an hour away from my house. So the first one I bought two days ago had a tiny scratch and dead pixels outta the box. I went yesterday to the second gamestop cuz it was 15 minutes closer to return it and after a long drive I had it replaced without a hassle from the manager at gamestop because i had the receipt. She told me that I was the first to ever return the tablet because of a defect and told me I shouldnt worry too much about having to replace them in the future. So I get home and power it on and this one has another dead pixel in a different location and bad light bleed on the right side which the other didnt have and it also had a bunch of force closes popping up on the screen. Both are the latest C3 serial. Im disappointed and going crazy over here guys. Are there that many defective tablets or is my luck just horrible? Gas is expensive these days too, and Im dreading having to go back there again tomorrow and exchange it. Sorry I guess this was more of a rant than anything, but hopefully the third times the charm...
Sucks to hear man. Seems like the C3 is just like all the others no different, you're not the first to post about issues with theirs, lightbleed and wifi
I've owned 2 gamestop primes, not a problem from either of them really. Exchanged my first one (perfect unit) after unlocking the bootloader for one still under OEM warranty. The one I exchanged it for works great - there's a tiny smidgen of bleed in the top right corner, but you really have to search to see it and that's in a dark room.
I'm in Tampa, Florida.
Keep in mind IPS panels are prone to backlight bleeds. When I returned like 4 tf101s because of backlight bleeds, best buy was practically laughing at me.
ickkii said:
I've owned 2 gamestop primes, not a problem from either of them really. Exchanged my first one (perfect unit) after unlocking the bootloader for one still under OEM warranty. The one I exchanged it for works great - there's a tiny smidgen of bleed in the top right corner, but you really have to search to see it and that's in a dark room.
I'm in Tampa, Florida.
Keep in mind IPS panels are prone to backlight bleeds. When I returned like 4 tf101s because of backlight bleeds, best buy was practically laughing at me.
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I am sorry, but you sir are a ****...now someone is going to unknowingly buy a prime without a warranty. People like you are why stores are cracking down on exchanges.
onigiri1692 said:
I am sorry, but you sir are a ****...now someone is going to unknowingly buy a prime without a warranty. People like you are why stores are cracking down on exchanges.
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That's not my fault. It's gamestop's fault for accepting it, its asus's fault for voiding warranty and reselling it with a warranty, and it's the buyers fault for gambling their cash on refurbished devices.
Instead of cracking down on exchanges they could hire employee's that know the products they're selling.
I got mine from Gamestop and only have a tiny amount of bleed in the upper right corner but it's hardly noticeable. If I'm not mistaken, Gamestop opens them, adds their games and apps and then seals them back up so it's possible whoever is doing that is less than careful with them.
Bought mine (C3) from Gamestop today and either I have no significant light bleed, it's not enough to bother me, or I simply don't know what to look for. I saw a photo of someone else's TF light bleed in another thread and mine's nothing like that.
speedysilwady said:
Hey guys, I love the tablet but I am having some serious bad luck lately. Im in Houston and bought a Prime from Gamestop. They told me theres only two Gamestops in South Houston that sell them and both are about 45 minutes to an hour away from my house. So the first one I bought two days ago had a tiny scratch and dead pixels outta the box. I went yesterday to the second gamestop cuz it was 15 minutes closer to return it and after a long drive I had it replaced without a hassle from the manager at gamestop because i had the receipt. She told me that I was the first to ever return the tablet because of a defect and told me I shouldnt worry too much about having to replace them in the future. So I get home and power it on and this one has another dead pixel in a different location and bad light bleed on the right side which the other didnt have and it also had a bunch of force closes popping up on the screen. Both are the latest C3 serial. Im disappointed and going crazy over here guys. Are there that many defective tablets or is my luck just horrible? Gas is expensive these days too, and Im dreading having to go back there again tomorrow and exchange it. Sorry I guess this was more of a rant than anything, but hopefully the third times the charm...
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I'm not sure if the manager would let you do this, but if you can:
Unbox the ATP in front of the manager and test it out before ringing it up. Might save you the trouble of having to drive back and forth. Explain your situation regarding the defective products that you've had the misfortune to come across, and hopefully they will let you test it out (most likely supervised if so).
ickkii said:
That's not my fault. It's gamestop's fault for accepting it, its asus's fault for voiding warranty and reselling it with a warranty, and it's the buyers fault for gambling their cash on refurbished devices.
Instead of cracking down on exchanges they could hire employee's that know the products they're selling.
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Of course it's not your fault, it's somebody else's, it always is.
Whoo after three primes i finally got a good one same serial number
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!
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
darkphoenix2012 said:
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
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Where did you buy the phone from? Did they really try to charge you nearly $5000 for the phone?
I've gone through Asus RMA over the years, maybe the particular repair centre closest to me happens to be great but I've never had major issues with them. A laptop repaired in under 2 weeks, handful of motherboards, most of the time free or reasonably priced. If the device was under warranty they just accepted it. Never had to pay shipping though since its not too far from me.
If the screen is just defective then it should be covered by warranty as that would be a manufacturer caused issue. Your total cost should be whatever it costs to ship to the repair centre, and thats it.
let us know how the saga plays out! Good luck!
Yes they did try to charge me 5k for it, and I ended up paying around 600 dollars in overdrafts and returned payment fees for all of my bills. My bank said it's Asus's fault, and guess what Asus said? "Our system doesn't make mistakes, it's a problem with your bank."
I've had absolutely dreadful results in the past with their turnaround time, and they've sent back a GPU and motherboard that were "fixed" but not really. I'm predicting to be told I have to pay around 500 to have it replaced somehow. And to be honest I may be done with them as a company for life, I've had about all I can stand at this point.
Which country are you in? They should fix it for free under warranty.
Just a quick update, it took them this long to get back to me. I received two extremely low resolution pictures showing very tiny surface scratches to the frame and the glass on the top left corner which would be from car keys.
Apparently that voids warranty and they want a suspicious $500 even to replace the entire OLED and glass assembly. As I expected a crock of BS from this company I'm not entirely surprised. What a joke though, $500 for an undamaged screen? Who's their drug dealer?
darkphoenix2012 said:
Just a quick update, it took them this long to get back to me. I received two extremely low resolution pictures showing very tiny surface scratches to the frame and the glass on the top left corner which would be from car keys.
Apparently that voids warranty and they want a suspicious $500 even to replace the entire OLED and glass assembly. As I expected a crock of BS from this company I'm not entirely surprised. What a joke though, $500 for an undamaged screen? Who's their drug dealer?
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Unfortunately I had to deal with a similar issue with HTC for a defective camera module. Factory defect. If it comes broken from the factory its on them to replace of fix it. Legally. The warranty is an agreement IE a contract. Even the 90 day warranties.
I had to threaten and start the process of a lawsuit, and of company no company like that would want to lawyer up for such a small sum. The next day I got a reply from them saying they would cover everything, and I eventually got my phone fixed.
Ive had a similar issues like that with Corsair and Gigabyte. It happens all the time. No one wants to take responsibility for anything, and sometimes you gotta force em haha.
After previous experiences, they're not going to budge. They don't even have this phone in their system to FILE for an RMA, that took an hour phone call to begin with. I'm just never going to buy from them again, they're ****ing garbage when it comes to treating their customers right. I never got the $600 plus dollars in overdrafts out of them for their system charging me repeatedly for the order either, even after my bank concluded it WAS their fault.
I will however be throwing my story up on every social media post of their for the rest of 2019.
darkphoenix2012 said:
After previous experiences, they're not going to budge. They don't even have this phone in their system to FILE for an RMA, that took an hour phone call to begin with. I'm just never going to buy from them again, they're ****ing garbage when it comes to treating their customers right. I never got the $600 plus dollars in overdrafts out of them for their system charging me repeatedly for the order either, even after my bank concluded it WAS their fault.
I will however be throwing my story up on every social media post of their for the rest of 2019.
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If someone is proven to owe you money you have legal precedent to collect it. They know this. They also know a lot of people wont go through the hassle of trying to collect their money. So does LG, HTC, Samsung, OnePlus, etc and they will all try to hold on to that money if possible. Usually thats as simple as not responding to the customer. Its easy when you dont have a storefront. Only really Apple does (AFAIK), which makes it easier to argue with them and get what you should be getting.
Feel free to **** talk them for the year, but personally I feel like one post in an easy to see place is good enough. May as well put that extra effort tightening the vice on them. its not impossible. And its yours.
I hope everything works out for you bro, best of luck!
darkphoenix2012 said:
No damage, stopped turning on, they already want me to pay shipping costs to and from them. So I fully expect their ****ty customer support to try and charge me since they already have tried to screw me once before by charging me four times for the initial purchase price upon ordering the phone.
Does anyone know what their service charge is to replace a screen? Has anyone gone through their BS circus acts?
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Hi there, got the same. Pulled out of pocket - black screen (later started to blink and bootloop)
so, as i recall i've seen a "scratch" nearby the left airtrigger area. later on i couldn't find it so i just forgot about it (thought when i'm going to put on some glass protection i wount be able to see it at all)
but, it appears that "scratch" was an amoled matrix crack... because when it all went black and then white - i can clearly see that crack is in this area. the phone itself is undamaged, not a single scratch, and there is NO WAY i could apply such a pressure to pass through glass and damage te amoled (seen JerryRig bend test?)
so far waiting for the shop to answer about would they exchange phone or not -_-
idk, at last - when a phone is designed to have a pressure applied (airtriggers) how come it cracks?....