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How are the beta testers doing today? Are you feeling like you paid $500+ to beta test the prime for Asus/Nvidia/Google? Well me too!!
At this point, I have been through several firmwares that have both broken and fixed specific issues that I have run into. I just want things to get resolved with every new update, that is not the case currently.
I am terribly frustrated after giving my beautiful prime to my dad to see how amazing this tablet is, only to have him give it back a few minutes later after several things he tried either crashed, or did not respond to input at all!
This is not the first time I have given it to someone who wanted to be wowed-- and wasn't!!!
After trying really hard to remain an Asus fan through all of this, I am starting to feel like just an unpaid beta tester.
I know that Asus is trying really hard to make it's prime the device it was promised to be but I am getting less convinced by the day that we will ever get this.
I am not claiming that Asus is entirely at fault, but ultimately, it is their product and their decisions to use the hardware and software that they did- as well as to make those components work together properly.
I WANT TO KNOW WHAT I GET FOR BEING A BETA TESTER!!!
We should all be asking this question of Asus at this point. Even those of us who have had decent experiences with the prime have still run into issues....
(yes, even demandarin has had issues despite professing his undying admiration)
Get a refund...
Sounds like you have a defective tablet. Your post is unlikely to be well accepted for two reasons. The first is that you're not disclosing what you've done to resolve this issue for yourself. The second is that you've only come here to complain rather than obtain help for yourself.
Aye, really didn't need another thread about a four month running old joke.
Yes, a lot about the Prime's life up to now has sucked ridiculously hard and there are some very obvious issues with ASUS in general. But they haven't abandoned anyone (maybe Italy and Greek with the GPS dongle) and, as mentioned, you'd likely succeed in getting a refund if you're really not happy with the device; then you really almost did get to beta test for ASUS because you've used the hell out of the device and come out no poorer for having the opportunity after returning it to them.
Good luck with your Prime adventures, sorry it's not working out as well for you as it is me. Yes I experience some issues (especially when I'm dumb enough to blindly update), but nothing so far has stopped this thing from wow'ing everyone around me.
Cappurnikus said:
Sounds like you have a defective tablet. Your post is unlikely to be well accepted for two reasons. The first is that you're not disclosing what you've done to resolve this issue for yourself. The second is that you've only come here to complain rather than obtain help for yourself.
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Click to collapse
I want to know how it is possible that the tablet is defective when everyone(even those who say they have no other issues) have issues still. And I have been here since the launch trying to get help for my poor prime(mostly reading the helpful posts since I don't have a lot of time to post myself).
As for issues, I will cite the games that will no longer work properly after the .21 update, also the touchscreen issues(without root and calibration), and the overall lack of real system stability, force closes, browser freezes, stutters when opening apps, browser scrolling is crappy at best. Wifi--- should I even mention the fact that no prime I have ever worked with maintained a reliable wifi connection. Frequent forget/re-learn or disconnect/reconnect required to get it back!!
Maybe coming off a fresh reset, it is snappy, but it lags after using it for a small period of time. I have used 6 primes at this point from b-c up to #3 and none of them were without these issues.
In addition to all of that, I was looking forward to unlocking (not partial unlocking) and anticipation of some rom play. I refuse to unlock, obviously unlocking without allowing the proper recovery methods is not wise at this point.
I don't want to find out that my favorite hardware maker is not up to the task, and had some renewed faith with the GPS dongle, but I am really having a hard time. I love the prime in idea, but the device itself has not lived up to the promises and I just want them to do something more than an ugly add on to an otherwise beautiful device to resolve the months of frustration that so many have had. It does address the GPS issue, and I appreciate that they did address it, BUT that does not make up for the other issues that even the good primes have.
Show me a "good" prime and I will show you why it has issues, and you will be sad too. I have done this with 2 different owners who said theirs were "perfect". They were just not using the device to do the same things and assumed everything was working properly.
If you don't want to "Beta test" a product that costs so damn much, shut the **** up and buy products that have already been on the market for enough _years_ (and I mean like > 5) to be fully beta tested instead of something shiny and new.
Guess what? This isn't an Original Droid or a G1, it's a new device. Live with it or return it for a refund 'cuz this isn't a place for whining.
Now back to your regularlly scheduled beta tests....
Spidey-- apparently you don't have a very good grasp on what a beta tester is, and the cost was never the issue-- it was that there was a cost at all to beta test a product!!!
Beta Tester: someone who tests a product before it is released. Product testers help companies identify weak points in their products which could cause consumer frustration, and they also identify specific issues which need to be corrected before a product can be released. Typically, beta testers test several incarnations of a product, until it is deemed ready for release. Most commonly, beta testers work with electronics and software.
SURE SOUNDS LIKE ASUS NEEDED SOME OF THOSE GUYS... and never found them until they released the device to US, the unwitting consumers.
To be clear, I would not have minded being one of those beta testers, but we should not have had to pay so damn much for that honor.
btw spidey, stfu? really? Is it really that under your skin?
jordanmw said:
How are the beta testers doing today? Are you feeling like you paid $500+ to beta test the prime for Asus/Nvidia/Google? Well me too!!
At this point, I have been through several firmwares that have both broken and fixed specific issues that I have run into. I just want things to get resolved with every new update, that is not the case currently.
I am terribly frustrated after giving my beautiful prime to my dad to see how amazing this tablet is, only to have him give it back a few minutes later after several things he tried either crashed, or did not respond to input at all!
This is not the first time I have given it to someone who wanted to be wowed-- and wasn't!!!
After trying really hard to remain an Asus fan through all of this, I am starting to feel like just an unpaid beta tester.
I know that Asus is trying really hard to make it's prime the device it was promised to be but I am getting less convinced by the day that we will ever get this.
I am not claiming that Asus is entirely at fault, but ultimately, it is their product and their decisions to use the hardware and software that they did- as well as to make those components work together properly.
I WANT TO KNOW WHAT I GET FOR BEING A BETA TESTER!!!
We should all be asking this question of Asus at this point. Even those of us who have had decent experiences with the prime have still run into issues....
(yes, even demandarin has had issues despite professing his undying admiration)
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Click to collapse
Jordanmw, I know how you feel. I was feeling the same way when I had my prime. Just return it pal you'll feel much better with no regrets. I'm done after trying two but major props to you for sticking with them and went through six (6) and still not satisfied.
ps. these fanboy's I'm telling you, LMFAO.
Crazy, my tablet and the three friends who also bought one all work perfectly!
theoner1 said:
Jordanmw, I know how you feel. I was feeling the same way when I had my prime. Just return it pal you'll feel much better with no regrets. I'm done after trying two but major props to you for sticking with them and went through six (6) and still not satisfied.
ps. these fanboy's I'm telling you, LMFAO.
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I am actually a fanboy myself, that is why this is so frustrating for me. I did not RMA 6 times or anything but had 6 different ones, each for a week at a time- used as my personal tablet. It was for work-- I still have my personal one that I bought back in the beginning of Feb. C0 serial. That is the one that I bought for myself and all the others are being used by company users. Two of those have been RMA'd for different reasons and came back with the exact same issues that they were sent for.
Cool story Bro!
Okay, we really don't need another one of these...
OP, please search the forum first. There are plenty of other threads where you could have expressed your feelings.
Closed before this produces any serious issues among the users.
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/show...5#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASC Non Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
Well......in short you do have the right to sue them.....
But then , you shouldn't have sent it through postage , but to the Service Centre
"I have to go. It's just....they really need me." - Sora
Perhaps you can sue them,If you have a written proof that samsung gave you wrong address..Sue those darned idiots mate.I will wish for your succesz
Ya...Sue them...Don't they even know to take care of a phone?
Is it me or Samsung really has problems with service, ok I understand, that in my country those are the sellers who do warranty repairs, but that makes Samsung look bad? Today I have called my sellers HQ, none answered, then I tried to skype, still no answer.
100% sue them...it clearly you have the right
Okay, I get the overwhelming impression that you all think I should sue them...
I have never sued anybody, neither have I tried. I imagine it's a little easier said than done
In the past though, I have found that the threat of legal action from similar situations gets results.
Shall I just write a letter to Samsung HQ in Surrey describing their problem with the threat of legal action if I don't get fully refunded and compensated?
Would it be so bad to ask for a Galaxy S III? Drafting the letter in my head, it seems a bit weedy if I tag along the sentence, "and in return for my troubles I'd like a Galaxy S III please, otherwise I will sue you!!!" It would just sound like an opportunist geek trying to get the phone that all his friends have.
However I can imagine they'd be more willing to send me a free and superior phone than to write me a cheque of x amount of £.
The only problem is, there's still the possibility that it might genuinely be lost in the mail through no fault of their own... seems very unlikely, but it's arguable.
Shall I wait a bit longer before I write a letter?
It's 12 days since I posted it. On the 15th day I should assume it has been lost in the mail and Samsung will "sort me out with something".
Further thoughts please.
Thanks for all the replies so far
You don't give a location, but I am guessing you are in UK. I was unable to follow the link to your original thread, but if you put a return address label on the package I would have thought that it would have been returned to you by now or it is at your local sorting/Post office.
Have you checked with them?
My suggestion would be to follow up your recent phone conversation with a letter to Samsung Customer Services in Gateshead and send a cc to the HQ in Surrey. Send both by recorded delivery, so that you have some kind of proof of delivery/receipt. In my experience, although not with Samsung, reason and facts can get better results than threats, you can keep the option of legal action if you get no satisfaction.
Give details of what has happened so far. (omitting the bit about how your phone was bricked! )
Try to give times and dates, what you discussed and, if possible, who you spoke to. Attach a copy of your proof of posting (but dont send original), copies of emails etc
Ask them what they are going to do now, tell them what you would like to see as the outcome of this situation. A phone and some kind of compensation for the inconvenience/phone calls/wasted time, I would guess? Give them a date by which you would like a reply, 14 or so days.
Best of luck.
That's just the kind of advice I was looking for.
Thanks Angewg, your help is very much appreciated
hedgehog90 said:
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/show...5#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASCNon Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
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Click to collapse
Since your in the UK (yay!) you can take them to a small claims court. Also check out the amazing Martin Lewis MoneySavingExpert website. It explains your rights as a consumer.
Sent from my GT-S5830 using Tapatalk 2
I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
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Click to collapse
Drafting the letter in my head, it seems a bit weedy if I tag along the sentence, "and in return for my troubles I'd like a Galaxy S III please, otherwise I will sue you!!!" It would just sound like an opportunist geek trying to get the phone that all his friends have.
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Click to collapse
even though i really understand your feelings and frustration i wasnt able to stop my slef from laughing lol... anyways i guess you shoud do as "Angewg" said .. talk.to the right and higher authority in Samsung first and keep the threat at court part for the end or if i may say you can argue first and threat/sue later on .... but you cant threat/sue first and then try to argue ... always play the "BIGGEST CARD/ACE" in the end .... good luck and do let us know what happened in the end .... if they gave you an S III too lol
even though i really understand your feelings and frustration i wasnt able to stop my slef from laughing lol... anyways i guess you shoud do as "Angewg" said .. talk.to the right and higher authority in Samsung first and keep the threat at court part for the end or if i may say you can argue first and threat/sue later on .... but you cant threat/sue first and then try to argue ... always play the "BIGGEST CARD/ACE" in the end .... good luck and do let us know what happened in the end .... if they gave you an S III too lol
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My objective is not to get a Samsung Galaxy S III per se, but my thought was that I deserve not just my phone back but a little compensation. And I feel like it might be a stretch to ask for straight up money. So what could I realistically ask for? A superior phone. S III was the first that came to mind, and I think I am right in thinking it's the best smart phone that Samsung are producing right now.
I'll write the letter today. Thanks again everybody
hedgehog90 said:
My objective is not to get a Samsung Galaxy S III per se, but my thought was that I deserve not just my phone back but a little compensation. And I feel like it might be a stretch to ask for straight up money. So what could I realistically ask for? A superior phone. S III was the first that came to mind, and I think I am right in thinking it's the best smart phone that Samsung are producing right now.
I'll write the letter today. Thanks again everybody
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I think the £400+ price difference between the two models makes it a bit of a stretch!
You could try asking for
a replacement phone with either a higher specification or a more recent model bearing in mind the inconvenience all this has caused you.
The ball is then in their court.
It might be a stretch... but not as much as a stretch as you suggest. I've just checked and the price difference is actually about £270.
I could argue that the trouble this has caused is about £270... Maybe?
I'll be phoning up the call centre at around 2 PM, explaining all this crap once again (taking names this time), and once and for all asking what's happened and what they are willing to do to help me, because this phone has well and truly been lost IMO.
Yeah there in the wrong but,
Am I the only person the doesn't like the American sueing thing. I just think that people make mistakes. Never see the need to sue anyone.
I thought most people in Britain thought the same way.
Sent from my GALAXY Ace.
I'm pissed off. Here's why:
I've just posted an extremely detailed letter explaining everything, along with copies of emails, pictures, screenshots, etc.
It took ages to write and compile all of this together.
I showed it to my Dad (who is well educated on legal matters such as this) and he told me it was a brilliant letter.
I wrote it on Friday, but didn't want to post it before checking that it was okay with my Dad, so that meant I had to wait til Monday.
At the end of the letter I requested a superior replacement phone as recompense (Galaxy S III), but if they didn't resolve the matter or they didn't reply within 14 days I'd take legal action as they were in violation of my consumer rights.
After posting this letter, I was told by a family member to try phoning the customer service 1 more time.
So I did, and then I was passed around several times between different operators, but I was eventually told this:
My phone was in repair and I should have it back shortly. I think they said 7 days, which would make the entire process a total of 25 days.
I was given the repair centre's phone number so I can track the progress.
So, it actually looks like I will be receiving a phone back...
This doesn't actually please me. I've been under the assumption the last few days that I have a very solid case against Samsung.
I believe that on receiving my letter I may just get what I want.
Would a company like Samsung prefer I took them to a claims court? I doubt it. I think they would probably sort me out with what I wanted before it would get to that.
But now that my phone is apparently safe and sound on its way back soon, I doubt my letter will be taken very seriously.
If they don't look into it and just throw a phone my way willy nilly, then I'd be very surprised, and i don't really consider that a possibility.
Now all I've got to complain about is the massive repair time and the time I've wasted on phone calls, research, emails and one long-ass letter.
In my eyes I still deserve compensation for this, and I probably still could say that I will consider legal action if they don't compensate me in some way, but the lack of a phone sure made it a lot easier to argue my case.
I'll report back in a few days.
Imo, too stupid samsung solve this problem at the court. They can replace your unit than repair because unit defects, in 5 minutes at samsung store.
Just got a phone call this morning. I should have my phone back before the end of the week.
This sucks. I bet they're not going to acknowledge my letter and I'm just gonna have to let all this **** go.
hedgehog90 said:
Just got a phone call this morning. I should have my phone back before the end of the week.
This sucks. I bet they're not going to acknowledge my letter and I'm just gonna have to let all this **** go.
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Click to collapse
Ask for compensation from them.
It's Monday, I haven't received a repaired phone, I haven't got a phone call, I haven't received a written reply.
Nothing.
I hate this.
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...
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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).
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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.
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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.
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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.
It's definitely bricked. I messed up the recovery, then proceeded to mess up the boot trying to fix the recovery without researching the possible side effects. Constant loop now.
Is there a way to utilize any standard warranty to replace my device? I've read that some people have good experiences with Amazon customer service with their HD Fire's. Is there anything I should omit about what's been done to the device or something I should say that has been done?
Obviously don't want to use the R word. Last paragraph here apparently works: http://forum.xda-developers.com/showpost.php?p=63012306&postcount=90
DoLooper said:
Obviously don't want to use the R word. Last paragraph here apparently works: http://forum.xda-developers.com/showpost.php?p=63012306&postcount=90
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I just wanted to update this by saying the night I posted this, I went ahead and contacted Amazon via chat (don't ask me how, getting personalized customer service is like finding a diamond in the rough there). I mixed a small amount of flattery and spruced it up by sounding completely out of my element. I started by saying something along the lines of "Hey, I know I may have stretched beyond my technical prowess, and I know warranties have limitations, but I had heard that you guys have been very gracious and forgiving in the past and am just reaching out to see if there's still any help for me"...I don't remember, but it was something along those lines. I did leave out the "R" word , but I did say pretty much what I put into my OP, and the guy was like "This isn't normally covered, but I have gone ahead and sent you a replacement, please return the malfunctioning...." etc etc. So A+++ to customer service. I was expecting the worse and got much better results than I had hoped.
Hi 6P Lovers
I am attaching the transcript of the conversation I had with Google, I have provided them all the issues that users currently are facing with their NEXUS 6P devices and Google said they aren't aware of the issues and have not heard back from any of the customers yet, so I have asked them to open a case to track this, Here is the case number: [1-6402000009369] , Please post your concerns against this case to make google take necessary action and Use this case number in your subject line.
Transcript with Google:
11/09/2015 09:38:05 AM UTC*8
09:45:49 XXXX Google Rep.: Hello there! Thank you for contacting Google. My name is XXXX Google Rep. I see you'd like to
provide some feedback * let me have it!
09:46:00 [email protected]: Hi XXXX Google Rep
09:46:14 [email protected]: I am afraid of using Nexus 6P
09:46:38 [email protected]: I would like to bring the following to googles notice
09:47:06 [email protected]: 1. Body quality of Nexus 6p 2. Camera Glass Breaking on its own
09:47:18 [email protected]: I would like to discuss more on these two
09:48:15 XXXX Google Rep.: Sure thing!
09:48:48 XXXX Google Rep.: I'd like to let yo know that we take feedback very seriously, and I'll make sure this gets
read. Currently, we have no information on either of these two subjects. We rely on our customers to get a
beat on what's happening.
09:49:36 [email protected]: ok I am a Phone reviewer and writes reviews on phones
09:50:01 [email protected]: Please refer to the following video on Build quality
09:50:06 [email protected]: <Bend test: Nexus 6p is a joke! Round TWO - Why does it bend?>
09:50:12 [email protected]: Please review
09:50:36 [email protected]: Following is the reports on the Camera Glass
<Android Police Auto Glass shattering issues>
09:50:41 [email protected]: I will wait
09:50:56 [email protected]: Please review and let me know
09:52:00 XXXX Google Rep.: You are super prepared!
09:52:23 XXXX Google Rep.: I appreciate the information you've brought to my attention, but I'm unable to respond in
the fashion you're requesting.
09:52:25 [email protected]: I love this phone, by seeing these reviews it scares me
09:52:48 [email protected]: I am really worried about the things happening with this phone
09:53:01 XXXX Google Rep.: I'm being very honest with you when I say we currently have no reports or
announcements regarding this issue.
09:53:23 [email protected]: I have a forum where users are complaining
09:53:49 [email protected]: about the Power switch which is bending the body around its area
09:54:06 [email protected]: I am going to send those reviews als
09:54:18 XXXX Google Rep.: Okay!
09:55:54 [email protected]: XDA's Bent in 2 days link
09:56:56 [email protected]: My friend has started this topic
09:57:01 [email protected]: in this forum
09:57:37 XXXX Google Rep.: Ah okay.
09:57:56 XXXX Google Rep.: Thank you for providing these, I'll make sure they're submitted with the feedback.
09:58:07 [email protected]: So what about my phone?
09:58:36 [email protected]: if I face these issues, I want assurance from google that, they will be
taken care
09:58:59 [email protected]: when the phone is so good, why google did not take necessary steps to
keep it Solid
09:59:30 XXXX Google Rep.: Google has a 15*day return policy, from the date you received your phone, to return it
for a full refund. After that, was have a one*year limited warranty. Physical damage, however, would not be
covered by this warranty and would have to be referred to the manufacturer for repairs for cost.
09:59:55 [email protected]: one more metal bucket in the center of the body to place all the
Hardware would have made phone more stronger
10:00:05 XXXX Google Rep.: At this point and time we are still tracking any issues that are occurring with the new
phone. As of yet, there is not enough information for any sort of recourse, and thus I am unable to offer you
a pro*active solution.
10:01:17 [email protected]: Now that I am providing you the substantial proof, would you like to
escalate this to a manager and take the necessary action?
10:02:11 XXXX Google Rep.: I'd be more than happy to keep track of your case, provide support, and escalate this as
need be. At this point their answer will be much the same, as we have the same information. If you do have
a problem in the future, however, we can see what we can do.
10:02:44 [email protected]: Can you please open a case with these notes are keep a track of it
10:03:06 XXXX Google Rep.: Of course!
10:03:08 [email protected]: can you provide the reference or case number
10:03:24 XXXX Google Rep.: I will send you a follow up email after this, and in the subject line it will have the case
number.
10:03:35 XXXX Google Rep.: You will also be able to reply directly to that email and it will come straight to my inbox.
10:03:52 [email protected]: Can you also provide the Chat transcript
10:04:52 [email protected]: I mean in the email
10:05:18 XXXX Google Rep.: Of course! After this chat I will provide you with a PDF of our chat.
10:06:22 [email protected]: Sure XXXX Google Rep
10:06:28 [email protected]: I would like to hear from Google
10:07:18 [email protected]: Hope they will take care of these issues and provide a response to all its
customers
10:07:38 XXX[email protected]: please do your best and have this opportunity to make a big change in
your organization
10:07:42 XXXX Google Rep.: We're working on it, I promise. The phones haven't been out that long and data is still
being collected.
10:08:06 XXXX Google Rep.: We rely on our customers for feedback, so I do appreciate you letting me know your
concerns. The more we hear from you and other customers, the more we can do.
10:08:25 [email protected]: Ok please mail me
10:08:50 XXXX Google Rep.: If you would like to submit your own form of feedback, you can go to store.google.com.
If you scroll to the bottom, in small letters on the left*ish, is an option to send feedback.
10:09:21 XXXX Google Rep.: Is there anything else I may be able to assist you with today?
10:10:24 [email protected]: For now no
10:11:00 XXXX Google Rep.: Thanks for contacting Google! There’s a short survey coming up, we’d love to hear your
feedback about our interaction today. Have a great day!
Regards
Chanu
Wow, they exercised some extreme patience with you.
Do you have a link to some of your phone reviews? I'm curious...
init bit of a bs story if im honest, why would you think he could do anything to help you?
TheLoverMan said:
init bit of a bs story if im honest, why would you think he could do anything to help you?
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Not Ye! He is not helping me here by anyway (My phone doesn't show any signs of damage yet!), he just opened a case and we can use that case to update the issues!
dont know what phone to get know after reading this sort of stuff. Might just stick with nexus 6
TheLoverMan said:
dont know what phone to get know after reading this sort of stuff. Might just stick with nexus 6
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Don't be skittish, like a deer.
For example today my Nexus 6P was delivered (in New Zealand)
I too have read many things, here and in Reddit. I had an extensive checklist to run through on my phone and I just finished -- Not one single thing wrong with it.
And you know what? I didn't enjoy the moment like I should.
Receiving new tech should be fun, damnit. But I fell victim like you to all the whiners (with legit complaints) making lots of noise. I dreaded discovering my phone had blue tint, pink tint, uneven speakers, scratches, blood stains, faeces smeared all over it and live insects nesting in the earphone jack.
Odds are 95-99% of all devices are pristine like mine. It's the 1-5% making heaps of noise that attract all the attention. Unwarranted in my opinion. This phone rocks, believe the reviews.
/rant over
Cheers fella thanks for that just what i needed, nexus 6p here i come
I don't buy that the girl video wasn't rigged and the gorilla video tells us only that gorillas are strong. When you get your phone you're going to see that its quite strong. Chances are like me you will at first gingerly bend test it just because curiosity wont let you rest until you give it just a little tweak. When you do that you're going to think that as it didn't bend at all maybe you will give er a little more and see what it does and it's still not going to bend. At this point you're going to recall the half dozen videos of grown men putting enough force on the phone to whiten their knuckles without bending it at all and you're going to realize that what you suspected from the start is true, there is nothing wrong with the strength of this phone.
While we're at it I also don't buy that people have bent the frames of their phones at the power button because "their case was too tight" or "its very thin there" or any of the other things people said. Either the phones came that way and they didn't notice till later or they banged it into something to cause it. As soon as you folks get your phones examine the area around the power switch and the way it is constructed while trying to convince yourself that someone pressing the power button or a case that was too tight bent it in that location. I don't think you're going to be able to do it, I think you're going to say, "Yeah, not a chance in hell."
Don't take me for a fanboy either. I get a new phone every time the next thing comes out and this one will be gone soon enough as well. I can give you a list of things I think the phone could do better but then I could do that with every phone I've had. I also can say that I have broken a phone by sitting on it. I was in Florida and it was flopped my bony butt down on a park bench with the phone in my back pocket. Managed to center the screen on a bolt because I do things right and sure enough I broke it. I broke it. It wasn't flawed.
I guess these kinds of posts are starting to get into my craw because one person after another keeps debunking these click baiters but people just keep lapping it up.
Google, like every other company selling hardware, have a very good method to find manufacturing issues or design problems. I can assure you that you have wasted yours and googles time with this.
If every company just listened to what people say they would never find real problems.
It is just going to take time. They will evalute returned phones and figure out of they have real problems or just user error.
It just takes time for them to evaluate this.
All the "did you know this and that" conversations are ignored for real hard objective evalutions on actual phones.
If you can't wait while they do this process, don't be an early adopter.
Sent from my SM-N920P using Tapatalk
I agree. Nothing is wrong with your phone and I'm sure that no one asked you to open a case with Google. If I were that rep I would of told you to contact me when something is wrong. Until then have a great day
Sent from my Nexus 6P using Tapatalk
This is exactly why I feel bad for Google reps. This thread is a perfect example of don't act like this guy.
So you told google you were a phone reviewer? For what company? It's like you called asking for special treatment sending them links of other people's problems and videos of people purposely destroying the phone. As far as the damage around the power button, it seems that some of the cases are on tight enough to make removing the phone difficult.
Can you post a link to your website so we can read your phone reviews?
Edit: 6 whole posts by the OP.
while the OP is very lame, and his 'efforts' are indeed useless I would not attack him so unconditionally. Google needs to take responsibility in the long if not short-run. Nowadays customer service is more/less ienffective, unless you have warranty, otherwise, most likely they'll respond like robots, i think it is in rarer cases and if you rae very thorough and convincing anything special happens. But as with the Nexus 5 (which has a cheap build to it no matter how smooth of a phone it is) releasing cheap quality phones or phones with problems will not get google very far.
persianrisk said:
while the OP is very lame, and his 'efforts' are indeed useless I would not attack him so unconditionally. Google needs to take responsibility in the long if not short-run. Nowadays customer service is more/less ienffective, unless you have warranty, otherwise, most likely they'll respond like robots, i think it is in rarer cases and if you rae very thorough and convincing anything special happens. But as with the Nexus 5 (which has a cheap build to it no matter how smooth of a phone it is) releasing cheap quality phones or phones with problems will not get google very far.
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Google has offered RMA for every person on here that has asked for it. How much better customer service do you want? The guy was trolling, wanting a ticket opened for every problem reported on the internet. That's ridiculous.
To all you folks claiming Google has bad customer service, let me explain to you my situation which will prove otherwise.
I contacted google for an RMA earlier, stating that I was unsure if my screen was defective or not due to XDA forum members showing pictures of their displays and I was worried mines might be the same. Asked if it was possible I could RMA and do a comparison with the second device to try to isolate this display issue that some folks are experiencing.
Google CSR: Sure no problem, let me get that RMA process started for you. Just to let you know, I will need you to verify your email, last 4 digits of your CC used to purchase the device and your billing zip code. Also you will have a temporary hold on your CC due to the fact you will be receiving two of our devices and the charge will be lifted once the other device is returned. Also could you provide the IMEI?
Me: Sure no problem. (Gave him the information he needed).
Google CSR: I'll be sending you an email to get the RMA process initiated. You have 24 hours to initiate the process.
Me: Is it possible I could overnight this RMA so I will have the phone within the next day or two?
Google CSR: Let me check with our shipping department. (Comes back 2-3 mins later). Just got the green light from the shipping department to go ahead and select overnight shipping.
Me: Thank you.
Now does that sound like bad customer service to you? Let me remind you that he didn't ask me any questions other than the necessary information he needed to start the RMA process.
I'd call this excellent customer service. Most places, you would have to deal with CSR and tech support for 30 mins up to 2-3 hours before they can start an RMA process. This only took me 5 mins. TOPS.
Thank you Google for providing excellent customer service and not being a pain in my a$$ when it comes to a concerned customer who might have received a defective device.
91SDLegend said:
To all you folks claiming Google has bad customer service, let me explain to you my situation which will prove otherwise.
I contacted google for an RMA earlier, stating that I was unsure if my screen was defective or not due to XDA forum members showing pictures of their displays and I was worried mines might be the same. Asked if it was possible I could RMA and do a comparison with the second device to try to isolate this display issue that some folks are experiencing.
Google CSR: Sure no problem, let me get that RMA process started for you. Just to let you know, I will need you to verify your email, last 4 digits of your CC used to purchase the device and your billing zip code. Also you will have a temporary hold on your CC due to the fact you will be receiving two of our devices and the charge will be lifted once the other device is returned. Also could you provide the IMEI?
Me: Sure no problem. (Gave him the information he needed).
Google CSR: I'll be sending you an email to get the RMA process initiated. You have 24 hours to initiate the process.
Me: Is it possible I could overnight this RMA so I will have the phone within the next day or two?
Google CSR: Let me check with our shipping department. (Comes back 2-3 mins later). Just got the green light from the shipping department to go ahead and select overnight shipping.
Me: Thank you.
Now does that sound like bad customer service to you? Let me remind you that he didn't ask me any questions other than the necessary information he needed to start the RMA process.
I'd call this excellent customer service. Most places, you would have to deal with CSR and tech support for 30 mins up to 2-3 hours before they can start an RMA process. This only took me 5 mins. TOPS.
Thank you Google for providing excellent customer service and not being a pain in my a$$ when it comes to a concerned customer who might have received a defective device.
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For everyone here, I am a big fan of Nexus 6P and I have opened this ticket to help people who are facing issues, I wanted to show everyone how good Googles Customer Service is, Why everyone have to think that this Incident is Bad, see the bright side of it, you just have to know that Google is supporting any kind of issues with the phone. I am just trying to give another hand. Get it right!
TheLoverMan said:
init bit of a bs story if im honest, why would you think he could do anything to help you?
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I'd also like to read/watch OPs reviews as it's always good to have additional sources. But I hope you're not chanu varma on YouTube with a video of a burnt one plus one.
gie62001 said:
I'd also like to read/watch OPs reviews as it's always good to have additional sources. But I hope you're not chanu varma on YouTube with a video of a burnt one plus one.
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Yeah, I bet it is, and there is one phone related video that isn't even a review.
OP: post your review site or YouTube link so we can check them out.
To be fair nexus devices do seem to have an unusually high rate of poor quality devices sent out. As mentioned on another post I've had many Samsung devices, none have arrived faulty. As for Nexus devices I personally haven't had a single one that hasn't needed to be returned at least once. sometimes I've given up and got a refund.
The more advertising (like this guys transcript) that goes public the better.
Who knows they might finally step up their quality control.
Thread cleaned.
Having said that, I think we can do without the trolling and name-calling that this thread has evolved into. Abide by the forum rules you all agreed to when you joined this site, and stay on topic, otherwise, this thread will be closed.
Cheers
Magnum_Enforcer
FSM