Related
A company who thrives to have a reputable reputation will work diligently with the customer. They will due whatever possible to fix a problem before it's too late and their reputation is affected.
I use to be a proud owner of several ASUS products in the past but now, things are very different. This is one of several bad experience with ASUS and I don't feel like the missionary who use to preach to others about ASUS products.
Don't get me wrong people, I like their products but what good is it? A company like ASUS, having good products but horrible customer service?? I use to speak very fondly about ASUS products to everyone but my mind-set has changed.
One good example: The way ASUS customer service operates, the products they sell, go hand-in-hand for an overall shopping experience for the customer. This is something they are lacking and needs to be addressed quickly.
I only hope that ASUS will change for the better and become the company most of us have hoped to rely on. In the meantime, ASUS must address these serious issues and I will not rely on them nor their products.
+1
Absolutely agreed. I had a very good experience with Asus on my G73JH gaming notebook. The customer service guys was nice and helpful. They took less than a week to replaced the graphic boards and fans when it got overheated after 5 minutes of use.
That's why I sold my iPad 2 and bought the Transformer last year. Then I got the Prime for myself and pass the TF to my wife when it came out. Wish I had waited to see the reviews before I did that... Now my friends and colleagues are teasing me for this piece of junk...
Now, on second thought, Asus seems to put faulty components in their products, like the G73JH and the TFP.
I work for a company with over 25,000 computer users. The Asus sales rep was here last year asking why we only buy HP and Dell products. I am going to tell him why next time I see him.
I think Asus Customer Service and now their Reputation is an absolute joke! Honestly, whomever is in charge of their Customer Service Reps should have been fired in January. They have zero communication with their Repair Technicians, with Engineers, with Asus higher ups.
1. Asus Prime is released, Wifi Issues are abundant, GPS doesn't work well or consistently, so Asus simply removes the spec yet charges the same price. So does that mean the GPS Chip in the unit, that they have told us is not supported, BUT IS STILL IN MY PRIME, was FREE? I know it wasn't FREE, I know the cost was passed on to me, so why is the Prime still $499 if the GPS isn't going to work or be supported? I shouldn't have to pay for it!
2. When the Serial Number Unknown issue came out, I filled out a tech inquiry explaining that this bug would not allow me to update automatically over the air. I tried resetting, hard resets, factory resets, nothing. Everyone was updating to ICS, and I couldn't. So I filled out a Tech Inquiry on Asus' website SPECIFICALLY detailing my problems and SPECIFICALLY ASKING "When will a fix be offered so I can update OTA like I should be able to?" Their Response? They emailed me 18 days later (now it is escalted as "Urgent" after 2 days. So URGENT meant I had to wait another 16 days, lol).
3. Serial Number Unknown, again, this time I call Asus. They tell me that ICS hasn't been released yet, and I SHOULD NOT BE getting an OTA Update. Meanwhile it is being promoted on Asus' Twitter and Facebook feeds. Yeah, the Customer Service reps had not idea that ICS was released like 3 days ago, and tell me I am basically crazy and the download everyone is getting OTA must be malicious.
4. Asus has announced 2 new Transformer Units (a 10 inch and a 7 inch) before I can even buy the one I already own off the shelf. Wifi and GPS problems are confirmed, Asus blames it on the Aluminum Backplate. So what do they do? They announce a new prime coming out this year with a fixed backplate. What about people with the original prime? I am not asking for a freebie here. However, I can still not go buy a Transformer Prime off the shelf at a store around me, but I know about 2 new Primes coming out this year and maybe even a rumored 3rd. Fix your current production and stock issues before trying to sell a new tablet.
I am actually embarrassed for Asus, their reputation, and their employees. Based on what I have experienced from Asus in just the past 30 days, I would be disappointed if I worked for them. I wouldn't want my name associated with them. I mean, someone tells me they work for Asus, I am going to be like "Oh, Asus? You mean the company that.........then go on for hours!)
Asus has the worst customer service I have ever encountered. I sent back my charger to Asus on Febuary 16. Not only was I told it would be a 14 business day turnaround, but I was also told I had to send in the cord as well. After about 20 calls to Asus, speaking to numerous supervisors, being told they had no idea where my charger was and I had to just wait, I finally recieved a tracking number a few days ago. I was beyond excitement when I heard the knock from FedEx today. I opened the box up and what do I see? A plain charger, no cord, no outlet plug adapter. NOTHING. What am I suppose to do with just the plain charger without anywhere to plug it in. Every time you call asus they tell you they have to contact another department and someone will contact be back. Which no one ever does. They also say that contact takes up to 48 hours. I just stayed on hold for a supervisor 20 minutes which never came on the phone. I'm at my witts end on what else I could do. Needless to say I will probably never buy Asus again. This is completely unacceptable. If anyone has any suggestions, I would appreciate it.
Throw it in the trash and buy an ipad. Then you can swap it out at an apple store if there is a problem or buy any number of third party accessories to charge your device.
Although a great suggestion, I would like to keep this one and not spend another $500
pudge12 said:
Although a great suggestion, I would like to keep this one and not spend another $500
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Click to collapse
Not exactly positive.. but.. this should work with Transformer Prime.
http://www.microcenter.com/single_product_results.phtml?product_id=0367050
i honestly wish i had never sold my A500 for this tablet. i can't unload it without selling it at a significant loss. my gps still doesn't work despite asus having it for 21 days, 6 days after it came to me on dec21 ( yes i was one of the Neanderthals that thought this tablet was worth preordering for). i will NEVER buy another asus product again. I'm stuck with this tablet for at least 6 more months before I can think of getting a new one.
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
junrider said:
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
Click to expand...
Click to collapse
This is good advice in general, and I do it EVERY TIME I'm sending ANY product in for service, refund, exchange, or whatever. I have a horror story like this for almost every technology manufacturer or vendor I've purchased a product from over the years, including HP, Dell, Toshiba, HTC, Samsung, and some now-defunct companies that few people here would recognize.
Pretty much the only company I never have problems with in this regard is Costco, which is why I buy everything I can from them. Although, seriously, I've found ASUS to be pretty good comparatively, which just goes to show how different peoples' experiences can be and how sweeping generalizations shouldn't be made based on a relative handful of complaints.
Oh, and since Apple was mentioned in this thread, it's maybe valuable to add: yes, they provide good customer service, at least as far as getting product replaced in-store. But, one pays for that luxury, either in higher prices (MacBooks), in a locked-down environment, or at least SOMEONE pays for it (in the case of the iPhone, that would be the cost-shifting that occurs when carriers take a loss in subsidizing the iPhone). Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
Wait, if you were without a charger all this time... were you not able to charge your Prime and thus not able to use it?
Sucks lol
OH and the iPad bit-- the OOW replacement cost for an iPad 3rd gen is $299 regardless of what model. iPad 2 and original, $249.
What does this mean? Apple's OOW replacement costs for iOS devices are usually posted at a 20% or more profit. That means that Apple makes at 50% profit on each sale of its devices, and an additional 20% on each OOW repair.
Apple makes plenty of money to support each product with each unit purchased. This is not including returns from AppleCare protection sales.
wynand32 said:
Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
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Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
Cozmo85 said:
Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
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Click to collapse
I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
wynand32 said:
I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
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That's weird cause I paid 650 for the TFP + dock but only 500 for my iPad. You just can't match the support of physical Apple stores to call centers like ASUS. Besides, I've dealt with HP warranty a few times and they were much better than what ASUS is giving me ATM. My Prime has arrived since two weeks ago and it is not even in their system yet.
In the end, as a end user, we don't care the reason why a certain company can provide better service, we only care that one company provides better service period.
pudge12 said:
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
Click to expand...
Click to collapse
Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
Jgrimoldy said:
Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
Click to expand...
Click to collapse
Unfortunately I believe the key point in your statement is the outsourced call center. I believe this is exactly where my call would get forwarded. Unfortunately no matter how calm, friendly, firm, or insistent that i knew it wasn't the reps fault but i just needed help, none was given. I was even insulted at one point by a general rep saying I wasn't paying attention and wasn't listening because he told me his computer listed the charger as not received by the facility, and that meant they didn't have it. So when I inquired where it was if FedEx marked the package with information given to me by Asus was, he said I wasn't listening. I asked for a supervisor multiple times and more than half the times i was placed on hold for 20 minutes, told I would be called back and I am still waiting for the phone calls back. The few I did speak to said they were the highest up. Fortunately the last number I called, which was a USA number, not 1800 I spoke to someone who not only had an American accent (not trying to come off racist) but was extremely helpful. Promised he would over night me a charger over night and it was waiting for me today at my doorstep. I will call the same number tomorrow and hopefully find the same helpful individual and personally thank him. The general customer service from Asus was horrible beyond belief, but at the very least there is at least 1 person somewhere that was helpful and to him I thank.
Sorry for the long read.
Thought I would try and give back a little to the boards with a short rant about sprint, maybe someone will find a useful bit of info from my crazy month of wtf.
So I got an Evo LTE, and im a OG evo guy since the release day so I expected a great deal from the brand. Im a 10+year guy with sprint, 2 lines, equipment protection plan, yada yada... When I got the phone charged up for the first time I tried making a call right away and couldnt get a signal; same house my OG evo works ok in. I was sent an air rave tower right away, which is both a curse and a blessing. I have my LTE (stock) for about a week and I start getting random reboots, I wait a day to make sure there wasn't something I was overlooking. My conclusion was I'm having the common random reboot problem. In addition I was also getting about 5 hours max battery life, and intermittent wifi, and strange overheating of the metal part of the cover. I called sprint and asked them what I should do, and they set me up with an appointment at the local store.
I bought the phone on a Thursday, and tried to return it two Thursdays later 14 days from the date on my receipt, at which point I was told they would not give me a phone out of inventory because my "14 day" return period expired. I argued all the way up to the store manager, with whom I shared words with. I was left with one alternative which was a "45min" wait for a tech to tell me my phone is broken, and 3 days from then I would get a replacement mailed to that store where I would have to return and exchange my old device, which they rudely handed back to me and said I should keep so "they don't loose it." I was leaving on a plane the next day and there was a hurricane coming so I told them I will keep the phone a few more days and they should f-%# themselves. Their 14 day return period starts the day BEFORE you buy the phone. returning two weeks from the day is 15 days on Sprint clocks, even when the Sprint rep on the phone makes your appointment for you. needless to say I was asked to leave the store.
The hurricane (more like tropical storm) shows up and my flight gets canceled, and the intermittent power outages basically disabled my airrave tower, so I was going on my third week with no working phone. I finally give up on all the crap and got a hold of the retention department or whatever they are called. I told them that if I can't get a phone out of inventory at the store the same day, im pretty sure Verizon would. They coughed up a $50 service credit and told me I had to go through the process. I re-activated my og evo so I would have somewhat of a reliable situation.
I went back to a different sprint store this week with an appointment and got lectured by a flunky girl who quoted the company line and tried telling me I clearly had a bad battery, and software issues. After I received my lecture from her I assured her I read all about many different people with my specific problems and I know she does too so lets get down to business ( I had waited 45 min with on time arrival for the appointment ). She started poking around my account (after having me read her my pin number aloud in public) and told me I canceled my equipment protection on the LTE and there was nothing she could do. I invited her to think about that for a minute, and she realized the person on the sprint *2 call that activated my OG Evo decided to remove my equipment plan without authorization. then I get the manager again, and 30-40 min later they hashed it out and told me keep my LTE and comeback tuesday (today) to pick up my replacement. I should also note that my google voice number was completely disabled from my account, (confirmed after an hour of trying to renew it via phone and computer.)
I go in today at 8pm, wait 30 min before anyone would talk to me about why I was there and encounter a soft spoken kid who couldn't figure out what I was asking for. He disappears in the back for a while then comes out with a refurbished OG Evo! They ordered the wrong Darn phone! I was not really surprised by this in retrospect... I then sat there with the manager while he tried to resolve the problem. His solution? I was told the order ticket was canceled (lies, we all know the first girl ordered me an OG Evo even though she held my LTE in her hand and solicited that I rate her well in my followup survey call); He then deactivated my OG evo, reactivated my LTE so he could order one, then tried and failed to re-activate my OG evo to no avail. After 20 min, I told him i knew how to update my profile and to fix it after I get home.
Needless to say, my OG evo is still not activated (he went home leaving me with no phone for yet another day), and my current status is I'm waiting for my factory (s on) new-ish LTE which may or may not be in by friday afternoon. The whole time there was a drawer full of inventory LTE's that they explicitly would not give me despite my hassle. I invited them to let me out of my contract and take their lemon LTE back and was again told no.
At some point in there I tried a few new ROMS and TWRP. I got stuck in a softbrick after an update to one of them ( I believe it was the meanROM ICS v39) which may have been my fault, not sure so no insult is intended. I believe it was a TWRP problem a few people seem to have had I've read. I was able to break the softbrick by getting into to recovery
(vol down and power pressed for 20 seconds then release > then vol down + power for 2 seconds each, 3 times > re-lock > then running the RUU jewel back to stock. Tamper message goes away after that and I was left with ReLocked message. The phone still has ALL of the aforementioned problems (as it did with any ROM I tried). Sorry I can't be much more helpful to the dev's with my descriptions, but it probably wont serve any of you to troubleshoot based off my results with a defective unit. One last thing- I have a wifi issue since day one with the LTE, it takes about 5 seconds to connect to any website the first time, after that everything loads in a snap, but browsing brings back the 5 second problem about every 3rd link I click.
tl;dr
What you should learn:
-Sprint 14 day return policy is no questions asked replacement from inventory provided you return within 13 days.
-Activating a legacy will probably nuke your google voice integration as well as complicate your replacement order.
-my random reboot problem didn't start until after about 1 week and minimum changes to the phone ( I have been doing most of my android stuff with my Nexus 7 tab.)
-Airrave towers die from fluctuating power for a couple hours (like during a tropical storm). Towers in S. Fla. worked for my girls Metro PCS device the whole time, as well as my OG Evo (not connected to service at that point).
-Sprint will NOT send you a replacement phone via post any longer.
-You must return to a Corporate store to get a replacement, and you have to drive back over there once it comes in (make an appointment!)
-You can probably snag a $50 service credit if you threaten to cancel (I've read people getting more).
On an unrelated note:
-(class 10) 32 GB micro sd card on newegg goes for about $20 with shipping, they are $100 at the Sprint outlet.
-$50 otterbox cases are clunky and not my taste, my 'greatshield' case from the egg was < $10 and I like it.
-Screen protectors at sprint are 10x as much dough as online.
If anyone is interested I will try and update this post after I get my new phone (if I get a new phone.) Sprint has gone a long way down, but the competitors are no better so don't be insulted if your one of their good employees. My total estimated lost time over this debacle has been about 4 weeks without a new working phone I already paid for, and 8 hours of driving, and waiting in the store or on the phone. I got kicked out of the store for cursing out the manager who was talking to me like im an imbecilic drone like he is, other than that almost every one else was dumb but well mannered. He actually called me out when I told him I was flying out of town, and work 7 days a week. He actually told me that there are laws that I must be given days off ( insinuating I was lying ). This is pretty ironic considering im a lawyer in this state; I know more than a few of the lurkers here are lawyers too, i'm sure you understand the long hours). His condescension pushed me over the edge, and hes lucky he didn't meet the old me.
Thx to all the Devs on xda for your superb work.
-----------
I really need a sig here::: would love to post thumbs of my legacy hardware, it would be pretty fun going back down memory lane. I honestly miss my treo(s)
yeah i had a snafu with sprint and thats when I gave them the middle finger. got out of my contract ETF free despite the fact i was 22 days in.
Well,after 3 weeks of phone calls sprint finally decided to send me a replacement evo,i mean its really bad when you have to go throught all this just to get a working phone,it shows that sprint has no interest in keeping customers happy,i came from verizon and they offer you a replacement without hassle,i dont know if its because verizon is doing way better financially or what,but they need to get their stuff together
Sent from my EVO using xda app-developers app
Damn and here I am never having a issue with Sprint at all. Never had a issue getting a replacement phone or with dropping calls.
Now I have a issue with best buy black tie plans and getting a phone but that's a story for another day.
Sent from my EVO using Tapatalk 2
I think the stores in your area dropped the ball. Only in the case of ordering you the wrong phone and making you wait again while the correct one came in. The other things technically were Sprint policy.
My location would have worked with you on the point of ordering the wrong phone. That is of course assuming you were polite. Individuals who are condescending jerks don't get far. Not saying that's what you are or were.
Sent from my EVO using xda premium
So from what I gathered from the wrong phone being ordered is that sprint has to order the device that is currently active on the account. That explains why u got an Og evo and not the lte. I'm a tech at sprint and that's how the system works.
Sent from my Genesis that does what Nintendon't
Full of thoughts...
Thanks for all of the sophisticated replies, glad to finally be posting here after a few years of lurking.
Something is very broken at Sprint and I suspect it has everything to do with a bunch of gone by night,
corporate exec's that fire people in hallways and use phrases like "corporate efficiency"...
I estimate my lifetime sprint spending at a modest $25,000. Its a severe kick to the gentleman region
that the moment my phone stopped working It was not replaced.
Honestly, I know how corporate employees feel, but the beauracratic, non-sense policies that ignore what I
need ( a working phone ) and sanction customers like me (my time and patients) are a disaster for many
companies. I was in sever need of my working phone connection, and I got screwed by sprint policy that
keeps them from loosing money from customers that can't be compared to me.
I'm a super nice guy most of the time, it was always served me well to try and give people what they want.
I may be highly educated and blessed for my financial situation (im not rich, but am thankful), however
I grew up in Detroit, a city with a 50% literacy rate, 25% highschool graduation rate, and crippling
unemployment (possibly as high as 30-40% un-adjusted). For lack of a better way of saying it, I talk like
a common man. I am also from a very violent place, so I have learned to respect people who I don't know
much about, but to strike back when they cross the line with me. So i probably sounded like a jerk bag getting
kicked out of a Sprint store, but believe me ... come visit south Florida sometime, you will honestly wonder
how some people here made it to adult-hood.
As a side note; if you work in customer service don't talk about customers in a different language. My girl and
I combined understand 6-7 languages (most fluent). We normally dress down, I like wearing jersies and sandals.
We both look 5-10 years younger than we are, and could easily be stereo-typed as no one important- in
fact we both like it that way. I've never asked Sprint for any special favors.
That being said, I have some valuable business advice for Sprint, and would go into MUCH more detail with
someone who was in charge at their higher levels: basically Sprint needs a way to tell the difference between
customers that are a money suck, and ones who are the bread and butter. Then that system needs to be easily
applied by the worker bees.
All that the store manager had to do on my first trip to sprint was to get me a working phone line and make it
easy for me to exchange, even if I had to come back. Its the MOST BASIC reason anyone walks in a sprint store,
and their relative inability to deal with a hardware issue without insulting me and wasting my time is a
malignant corporate problem, not an employee problem.
Make up your own minds about how I sound, it is what it is. If you work for Sprint I encourage you to
not take offense to my comments, Im really trying to use broad strokes with these points.
XDA members are so, so close to a new watershed in tele-com; It wont be long now untill none of us will be
willing to sign contracts and/or purchase hardware from our cellular providers. The rest of the world isn't
going to take to long to catch on either. With companies like metro pcs doing the kind of numbers they are,
Sprint as we now know it is going to be a relic.
My Sprint experiences have been positive 80% of the time, but when it goes bad it goes really bad.
@David: BestBuy is going to die a slow, painful corporate death before 2022 I surmise. Their problems
are very similar to sprint, sorry for your bad luck with them; I think I already know what you would say.
I'm confident people like on this forum will bring the industry back up to speed on their own terms. Its really
quite an amazing community, a real credit to humanity. I dont just say that, the existence of a dev community
like this is quite a unique human event (a sort of enlightenment.) There are not enought nice things to say about
how people here help others with something they genuinely do for fun.
Cell companies on a whole are intellectually dishonest with the people, and have adopted the economic principals
of companies that are the college examples of myopic, unethical, poorly directed, abusers. Much like the mortgage
industry, lack of consumer oriented management has created a culture of abuse and if my readers don't agree, they
can at least understand why I make the argument.
I have gotten pretty far away from what I started talking about, so Ill leave it here: invest in google, they are
sending a pretty clear message to sprint by rolling out google Fiber in Kansas...IMO
---
sorry for typo's talking/typing on the tablet.
redwings23 said:
Honestly, I know how corporate employees feel....
.... and I got screwed by sprint policy that
keeps them from loosing money from customers that can't be compared to me.
I'm a super nice guy most of the time...
Click to expand...
Click to collapse
You must be a Republican. You've got to be right? Sure that holds no relevance but your post screams Republican. Lol.
No offense but this post is drenched in the very condescending tone that I was under the impression you communicated in. All customers should be viewed as equal. It's unfair to believe otherwise. I understand you feel as though your needs and requests hold priority over that of the majority but policies are policies and they are in place for a reason. There is no excuse it took so long for your replacement device to arrive, but let's be honest. You did have a functional phone in the meantime, right? Sprint should have taken responsibility for their mistake though. I definitely empathize with you on that point.
I'm sorry, the entitlement argument always rubs me the wrong way.
Sent from my Galaxy Nexus using xda premium
redwings23 said:
Thought I would try and give back a little to the boards with a short rant about sprint, maybe someone will find a useful bit of info from my crazy month of wtf.
So I got an Evo LTE, and im a OG evo guy since the release day so I expected a great deal from the brand. Im a 10+year guy with sprint, 2 lines, equipment protection plan, yada yada... When I got the phone charged up for the first time I tried making a call right away and couldnt get a signal; same house my OG evo works ok in. I was sent an air rave tower right away, which is both a curse and a blessing. I have my LTE (stock) for about a week and I start getting random reboots, I wait a day to make sure there wasn't something I was overlooking. My conclusion was I'm having the common random reboot problem. In addition I was also getting about 5 hours max battery life, and intermittent wifi, and strange overheating of the metal part of the cover. I called sprint and asked them what I should do, and they set me up with an appointment at the local store.
I bought the phone on a Thursday, and tried to return it two Thursdays later 14 days from the date on my receipt, at which point I was told they would not give me a phone out of inventory because my "14 day" return period expired. I argued all the way up to the store manager, with whom I shared words with. I was left with one alternative which was a "45min" wait for a tech to tell me my phone is broken, and 3 days from then I would get a replacement mailed to that store where I would have to return and exchange my old device, which they rudely handed back to me and said I should keep so "they don't loose it." I was leaving on a plane the next day and there was a hurricane coming so I told them I will keep the phone a few more days and they should f-%# themselves. Their 14 day return period starts the day BEFORE you buy the phone. returning two weeks from the day is 15 days on Sprint clocks, even when the Sprint rep on the phone makes your appointment for you. needless to say I was asked to leave the store.
The hurricane (more like tropical storm) shows up and my flight gets canceled, and the intermittent power outages basically disabled my airrave tower, so I was going on my third week with no working phone. I finally give up on all the crap and got a hold of the retention department or whatever they are called. I told them that if I can't get a phone out of inventory at the store the same day, im pretty sure Verizon would. They coughed up a $50 service credit and told me I had to go through the process. I re-activated my og evo so I would have somewhat of a reliable situation.
I went back to a different sprint store this week with an appointment and got lectured by a flunky girl who quoted the company line and tried telling me I clearly had a bad battery, and software issues. After I received my lecture from her I assured her I read all about many different people with my specific problems and I know she does too so lets get down to business ( I had waited 45 min with on time arrival for the appointment ). She started poking around my account (after having me read her my pin number aloud in public) and told me I canceled my equipment protection on the LTE and there was nothing she could do. I invited her to think about that for a minute, and she realized the person on the sprint *2 call that activated my OG Evo decided to remove my equipment plan without authorization. then I get the manager again, and 30-40 min later they hashed it out and told me keep my LTE and comeback tuesday (today) to pick up my replacement. I should also note that my google voice number was completely disabled from my account, (confirmed after an hour of trying to renew it via phone and computer.)
I go in today at 8pm, wait 30 min before anyone would talk to me about why I was there and encounter a soft spoken kid who couldn't figure out what I was asking for. He disappears in the back for a while then comes out with a refurbished OG Evo! They ordered the wrong Darn phone! I was not really surprised by this in retrospect... I then sat there with the manager while he tried to resolve the problem. His solution? I was told the order ticket was canceled (lies, we all know the first girl ordered me an OG Evo even though she held my LTE in her hand and solicited that I rate her well in my followup survey call); He then deactivated my OG evo, reactivated my LTE so he could order one, then tried and failed to re-activate my OG evo to no avail. After 20 min, I told him i knew how to update my profile and to fix it after I get home.
Needless to say, my OG evo is still not activated (he went home leaving me with no phone for yet another day), and my current status is I'm waiting for my factory (s on) new-ish LTE which may or may not be in by friday afternoon. The whole time there was a drawer full of inventory LTE's that they explicitly would not give me despite my hassle. I invited them to let me out of my contract and take their lemon LTE back and was again told no.
At some point in there I tried a few new ROMS and TWRP. I got stuck in a softbrick after an update to one of them ( I believe it was the meanROM ICS v39) which may have been my fault, not sure so no insult is intended. I believe it was a TWRP problem a few people seem to have had I've read. I was able to break the softbrick by getting into to recovery
(vol down and power pressed for 20 seconds then release > then vol down + power for 2 seconds each, 3 times > re-lock > then running the RUU jewel back to stock. Tamper message goes away after that and I was left with ReLocked message. The phone still has ALL of the aforementioned problems (as it did with any ROM I tried). Sorry I can't be much more helpful to the dev's with my descriptions, but it probably wont serve any of you to troubleshoot based off my results with a defective unit. One last thing- I have a wifi issue since day one with the LTE, it takes about 5 seconds to connect to any website the first time, after that everything loads in a snap, but browsing brings back the 5 second problem about every 3rd link I click.
tl;dr
What you should learn:
-Sprint 14 day return policy is no questions asked replacement from inventory provided you return within 13 days.
-Activating a legacy will probably nuke your google voice integration as well as complicate your replacement order.
-my random reboot problem didn't start until after about 1 week and minimum changes to the phone ( I have been doing most of my android stuff with my Nexus 7 tab.)
-Airrave towers die from fluctuating power for a couple hours (like during a tropical storm). Towers in S. Fla. worked for my girls Metro PCS device the whole time, as well as my OG Evo (not connected to service at that point).
-Sprint will NOT send you a replacement phone via post any longer.
-You must return to a Corporate store to get a replacement, and you have to drive back over there once it comes in (make an appointment!)
-You can probably snag a $50 service credit if you threaten to cancel (I've read people getting more).
On an unrelated note:
-(class 10) 32 GB micro sd card on newegg goes for about $20 with shipping, they are $100 at the Sprint outlet.
-$50 otterbox cases are clunky and not my taste, my 'greatshield' case from the egg was < $10 and I like it.
-Screen protectors at sprint are 10x as much dough as online.
If anyone is interested I will try and update this post after I get my new phone (if I get a new phone.) Sprint has gone a long way down, but the competitors are no better so don't be insulted if your one of their good employees. My total estimated lost time over this debacle has been about 4 weeks without a new working phone I already paid for, and 8 hours of driving, and waiting in the store or on the phone. I got kicked out of the store for cursing out the manager who was talking to me like im an imbecilic drone like he is, other than that almost every one else was dumb but well mannered. He actually called me out when I told him I was flying out of town, and work 7 days a week. He actually told me that there are laws that I must be given days off ( insinuating I was lying ). This is pretty ironic considering im a lawyer in this state; I know more than a few of the lurkers here are lawyers too, i'm sure you understand the long hours). His condescension pushed me over the edge, and hes lucky he didn't meet the old me.
Thx to all the Devs on xda for your superb work.
-----------
I really need a sig here::: would love to post thumbs of my legacy hardware, it would be pretty fun going back down memory lane. I honestly miss my treo(s)
Click to expand...
Click to collapse
Nice tirade BTW. But, you did your math wrong. You bought it on thursday, that is day 1. Day14 would therefore be wednesday.
troll?
wolfclan68 said:
Nice tirade BTW. But, you did your math wrong. You bought it on thursday, that is day 1. Day14 would therefore be wednesday.
Click to expand...
Click to collapse
Is this a troll?
Try again, the way the planet Earth works is that you turn one year old on the anniversary of your birth.
I returned to the store 13 days and 18 hours prior to my previous visit.
When considering some potential for illogical ambiguity such as yours,
Sprint should confer benefit of the doubt upon the disadvantaged party (me).
Sprint sold me a lemon, and a monthly plan for equipment guarantee, which makes me a disadvantaged party.
I was also given a receipt with terms of adhesion incorporated into it mentioning 14 days with no clarification of
the intent that the moment the transaction occurred a full day is presumed as having past.
Turns out the Florida Supreme Court agrees with my logic: the day the transaction takes place is not included.
For instance, If I serve you with a lawsuit today, you have 30 days (starting at zero) to respond.
If it had said "return the phone within 30 days of the purchase date", you might have yourself an argument.
"14 days" is a measurement of time that appeared on my contract.
Lets review:
-if I agree to give you one apple a day for 14 days starting on a Thursday you will get your last apple on Wednesday.
-if I agree to give you an apple in 14 days, you will get an apple two Thursdays from now.
Now lets have fun:
suppose today is Thursday
-If I tell you to meet me in Vegas in 7 days, you will expect me next thursday
-if i tell you meet me at my office before I go home in 8 hours, you can add 8 hours to the current time and rely on me leaving at the sum.
suppose its 5pm-
-If you ask me (on a Thursday) to meet you at your office within 336 hours I have until next Thursday at 5pm to comply.
336 hours = 14 days
Now try substituting '336 hours' for the words 'two weeks' or '14 days'; Rational minds work in mysterious ways.
sprint's stated policy
Now that we've covered the basics, dead over to sprint dot com /landings/returns/
within 14 days of activation (day 1 of the 14 days starts when the phone is activated)
Click to expand...
Click to collapse
They even messed it up there!
Day 1 starts when the phone is activated?
That clearly means two different things...
Day one starts and ends when exactly?
Why should a customer have to guess, especially in the 24 hour world of web shopping?
Why not simply state the date which will be the last of the period? I know my library does.
I wonder if anyone else has pondered this problem, oh say 3 years ago on yahoo! answers...
http:/ /answers.yahoo. com/question/index?qid=20090929112655AAk7o1O
in the future you can bypass the whole store visit by calling them and stating the problem and they will drop ship you another device right then if within the time period. I've done it before a few times no problems at all.
sgt. slaughter said:
in the future you can bypass the whole store visit by calling them and stating the problem and they will drop ship you another device right then if within the time period. I've done it before a few times no problems at all.
Click to expand...
Click to collapse
I tired, I know what you mean too. I had a treo drop dead after a few days and it was about as painless as a phone call and dealing with the return packaging. Unless I seriously missed something, I tried talking to many different people, supervisors, etc.
I called on the 10th day (or if your a sprint employee the 11th) and talked to a rep who told me there is no way for them to send me a phone AT ALL. I argued up to the supervisor, and was told that Sprint has changed its policies quite drastically since the iphone was brought over :facepalm:
Anyway, I believe the new policy is that you HAVE TO take your exchange back to a Sprint corporate store, and have exchanges made there within the 13 days time frame.
Another guy also informed me that if I did a straight up insurance claim on the phone I would have to pay a $200 deductible.
hopeless..... Im calling the store tonight, Im pondering how to stay calm. If the new phone is flawed in any more than minor way and not fixed with an inventory phone, im giving up and will be trying to get out of the ETF and finding a new carrier. Im sure I can get my $200 back out of the virgin hardware. I give them 3 to 1 odds of not screwing something else up.
redwings23 said:
I argued up to the supervisor, and was told that Sprint has changed its policies quite drastically since the iphone was brought over :facepalm:
Click to expand...
Click to collapse
I know you probably don't think you are being condescending, but the fact that you had to argue on your call with customer service makes me think you come across as such.
And while you think Sprint should see you as better than the riff-raff, truth is, your individual account is no different than the millions of other individual Sprint customers. I also have issues with my local Sprint corporate store service techs, but I have nothing but positives for the business customer care department.
Quis89 said:
You must be a Republican. You've got to be right? Sure that holds no relevance but your post screams Republican. Lol.
No offense but this post is drenched in the very condescending tone that I was under the impression you communicated in. All customers should be viewed as equal. It's unfair to believe otherwise. I understand you feel as though your needs and requests hold priority over that of the majority but policies are policies and they are in place for a reason. There is no excuse it took so long for your replacement device to arrive, but let's be honest. You did have a functional phone in the meantime, right? Sprint should have taken responsibility for their mistake though. I definitely empathize with you on that point.
I'm sorry, the entitlement argument always rubs me the wrong way.
Sent from my Galaxy Nexus using xda premium
Click to expand...
Click to collapse
I approve this message
via xda premium on my AOKP'd Evo LTE
sgt. slaughter said:
in the future you can bypass the whole store visit by calling them and stating the problem and they will drop ship you another device right then if within the time period. I've done it before a few times no problems at all.
Click to expand...
Click to collapse
Yeah I called Sprint one morning because I had no data after updating PRL. Within 10 minutes they were ready to send me a new phone.
I was able to fix it by connecting to a WiFi connection to update and it was fine so I kept my phone. I thought they were more than helpful.
Naters
Sent from my EVO using xda app-developers app
meh
bman3333 said:
I know you probably don't think you are being condescending, but the fact that you had to argue on your call with customer service makes me think you come across as such.
And while you think Sprint should see you as better than the riff-raff, truth is, your individual account is no different than the millions of other individual Sprint customers. I also have issues with my local Sprint corporate store service techs, but I have nothing but positives for the business customer care department.
Click to expand...
Click to collapse
Well, I have some experience with Wisconsin's .. err wisconsinites?... wisconsonians?
Anyway, based on my experience you are making your point because I used the word 'argued'.
Arguing is not mutually exclusive of being a gentleman during the conflict.
I was very nice to the people, I just did not accept their answers. The first girl I talked to, although dim witted, told
me that she did her best and asked me if there was anything else I needed, I told her her answer was unacceptable
to me, and while although not her fault in any way, I would like to talk to the supervisor.
I am a mover, but my main advantage is I can easily relate to all sorts of people, I walk around smiling,
except when people break my stones. If you go out of your way to disrespect me I will shame you publicly.
I don't live in the midwest, but I grew up there. we probably share the same values / character traits.
Just realize that there are other cultures in different parts of the country, and S. Florida is a place where you
can pull over and help a lady change her tire (just because you're a good guy) and she will complain you are
taking to long to do it. (happened to a friend of mine). Down here its 'too good, too stupid". I'm not intimidated
by the Latin bravado, and have found most these boys down here don't know why its a bad Idea to try and
back a hockey player into a corner. The store manager talked trash about me in Spanish while I was standing right there
I knew what he was saying and was not wrong for reacting a certain way. I was definitely not the one being smug there.
Originally Posted by Quis89
You must be a Republican. You've got to be right? Sure that holds no relevance but your post screams Republican. Lol.
No offense but this post is drenched in the very condescending tone that I was under the impression you communicated in. All customers should be viewed as equal. It's unfair to believe otherwise. I understand you feel as though your needs and requests hold priority over that of the majority but policies are policies and they are in place for a reason. There is no excuse it took so long for your replacement device to arrive, but let's be honest. You did have a functional phone in the meantime, right? Sprint should have taken responsibility for their mistake though. I definitely empathize with you on that point.
I'm sorry, the entitlement argument always rubs me the wrong way.
Click to expand...
Click to collapse
I'm oddly uncomfortable with discussing my political leanings here, but I will say I think for myself.
Anyway, there are many problems with your points-
I have been through this process with Sprint and exchanged one a few years back (a new Treo) the 'policies' were
much different then, and I expected the same pleasant results this time around. No Dice.
I was treated well when making a visit to buy a phone, and crapped on once the payment cleared.
Ill remind you that I called sprint within 10 days and they set my appointment up for me!
Nether the phone rep or the store told me there would be any problem until I showed up on day 14
and was forced to sit in the store for about 90 min. and not offered an inventory phone because of 'policy'.
I had the other line hooked up to my dying og evo, and its pretty bad. Ive been using my nexus 7 and
google voice to make calls, since no one could get my google number to ring through to the og.
The policies would have been fine if 3-4 people i met along the way hadn't dropped the ball.
reassuring me on the phone then not coming through after I drive to the store is unacceptable.
You use the word entitlement in a somewhat laughable way-
Why should customers all be treated equally, there are many that need way more than me; picture
my grandmother sitting there asking what an app is. Once a guy goes through the process like I did
There is no reason to consider my problems as the same priority as others. Facts and circumstances
should define policies, not bureaucratic nonsense that ignores the needs of one paying customer.
Sprint has lacked integrity in this respect because I paid fair and square and didn't get what others get. -That's my fault somehow?
That brings me to my second point about 'entitlement' ... I paid and got a bad device, my theory of
entitlement is based on the money I paid. When you pay for a movie ticket you are then entitled to
go in and watch that movie. I ran around for hours based on bad advice and policies. I never asked for
something other customers don't get. All I asked for is what the average customer gets: I pay money
and they give a working phone. If Sprint is going to operate on a buyer beware ethos, judge them
not me.
I understand my words read as condescending, but im not here to make myself sound pleasant.
I tried to lay out the relevant facts in a tone that reflects feelings after a month of not having my new toy, or a working line half that time.
Put yourself in my shoes, and tell yourself this because of bad karma or something.
I wrote all of this in hopes someone will find it personally helpful, I've lurked here for years and wanted to give something useful back to the community.
I was on this board for several hours trying to break my soft-brick and read at least three unanswered threads that were related to my problem.
I figured it was time to be a noob and give a few people a heads up. Im sure a few of you read all this and were surprised about something.
NaterTots said:
Yeah I called Sprint one morning because I had no data after updating PRL. Within 10 minutes they were ready to send me a new phone.
I was able to fix it by connecting to a WiFi connection to update and it was fine so I kept my phone. I thought they were more than helpful.
Naters
Sent from my EVO using xda app-developers app
Click to expand...
Click to collapse
I was in a similar situation years ago. They refused to send me a phone this time, I asked each person why I was treated differently last time and at lease one Sprint phone manager thinks its because "sprint stopped doing that after the Iphone [got ported over.]"
How long ago was your hassle free exchange, i think mine was 2004~ish.
This was filed in febuary,
http://www.courthousenews.com/2012/02/13/ColinvASUS.pdf
It's a class action suit against Asus regarding the tf-201's problems that we have with it's GPS and wi-fi etc..., but it's for U.S. residents.
Last winter, Asus customers in the U.K were offered refunds for their tf-201.
A few lucky owners who bought their primes from bestbuy, staples, amazon and and other major retailers got a lucky break, and were able to get a refund, or an exchange for their primes. But it seems that these stores that gave these refunds or exchanges gave them out of good business practice and had to absorb the full loss, Asus not authorizing those refunds or exchanges.
Realisticly, you cannot expect you local computer store to be able to do the same, these guys work on a 5% to 15% margin maximum.
Here's my personnal experience ; since laste decembre, like most of you, my tablet has never worked really well, especially the GPS wich has never worked at all.
I called the service dept. twice in the first few months I had the tablet to complain about it, they did not offer an RMA, they told me to wait for the ICS update, it would fix everything.....wich it did not like we all know.
Then, up to now, my tablet has been in their service center 2 times to fix the GPS, the weak wi-fi, and a loose power connector....just about everything has been changed in the tablet....the list of parts is astounding. And stil, absolutely no GPS, and no improvement on the wi-fi,( i'm on my 6th different wireless router now !, rewired my modem so I could install the router centrally in the house, got a netgear 6300 )
Before the last RMA,, I talked to a supervisor in California, spent 30 minutes on the phone with him explaining the problems, asking him what other solutions the service center was planning to offer after changing every component in the tablet and even installing ' foil ' on the antennas on the last RMA ?...... demanding that this time they either replaced the tablet with a new one ( mine must have a design flaw ), exchange it with a different model, or refund like Asus did in the U.K......his answer....we wil give you another RMA.................It was like talking to a robot,,,this guy was a supervisor ?
And the icing on the cake came with the email giving me the RMA number........ASUS - North America (NA) is a warranty service center only. Please contact place of purchase for credit, refunds, upgrades / model changes, or new retail box replacement. ASUS does not provide these services under any circumstances..
Ok, so I contact my reseller with a copy of this email...he responds very politely with a copy of his contract with Asus of north america wich states very precisely that Asus is responsable only for warranty services.......but what does waranty cover ?....is a non functionning device broken or badly designed? and how do you resolve the problem then ?
On another note, I must add that on the last occasion, I explained to the supervisor that I am a small business owner...computer reseller. In the last 11 years, I have bought and sold to my clients about 1 400 000$ worth of Asus products. That I was extremely disapointed in the way they were inable to resolve this simple issue, and considering in the future stopping completely buying any of their products for any of my clients, even the ones that requested their brand, considering the fact that the after sale service was inadequate.
Well, yes, I guess you could call it an attempt at a special treatment......but that did not in any way unphase the supervisor.....just gave me anothe RMA number like the good robot he was programmed to be.
So, on a personnal level, I live in Canada, and we have consummer laws that apply to protect consummers against corporate giants like that.
It's called the small claims court. It takes a while, but you can file claims up to 7000$
My tablet is in the service center again.......for the third and final time
If it comes back again with ti's GPS not working, I will follow what our legislature reccomends and send a demand letter with a 10 day delay to give Asus a final occasion to make amends, giving them a choice of either exchanging / refunding / replacing with another model.
After that delay, if no solution is reached, I will file my suit with the Quebec small claims court......it's gonna take a while to have a court date, but that's ok, I'm in no hurry.
I just don't get how Asus figures it's cheaper to spend that much on replacing parts , paying for deliveries, paying to send lawers in Quebec.....it must add up at some point ? is it just me, but it would have been a lot cheaper to just exchage the damn thing ?.....
Anyways, i'll keep you posted on how it goes, maybe it's gonna be a while !
I agree with you about poor quality in wifi, gps, nand and whatever... But I live in Italy and no one of our sellers (neither in other Europen country, as far as I know) has never talk about or agreed with costumers about refund or change with other working product. We had only to fight with asus assistance service that, sometimes, in really unusefull. Unless in Europe, gps issue was well know before comercialization, infact gps feature wasn't even mentioned so we cannot complain about this... Honeslty I didn't bought this tablet to use it like a pnd
But wifi, speed of nand, virtual keybord, are relly awfull....sometimes far from cheaper tablets sold by other manifacturer...or by the same Asus!
Now I'm tryimg to make understand to some dumb guy of asus assistance that I could not upgrade to latest firmware because my tablet don't show serial number anymore...and I haven't erase by mistake. It came back from Asus service without s/n, where I sent in rma 2 month ago. The only answer I had is that I have the last firmware..and this is obviously false!
Here none talk about a class action against Asus, but I hope you Canadian could be more lucky in your fight against Asus, that onceI considered one of the best brands
Well, here in Canada, when it came out, it was clearly advertised with GPS feature. And while I agree with you, even if did not buy it only for that feature, i expect it to work when needed........compare that to the air conditiining in my car, even if i dont use it during the 6 months if winter, when summer comes, and its 100 degrees outside, i expect it not to blow hot air.......and thats exactly what the GPS is so far.....a whole lot of hot air, and nothing else !
Sent from my HTC Glacier using xda app-developers app
asus rma robots
speed4134 said:
This was filed in febuary,
http://www.courthousenews.com/2012/02/13/ColinvASUS.pdf
It's a class action suit against Asus regarding the tf-201's problems that we have with it's GPS and wi-fi etc..., but it's for U.S. residents.
Last winter, Asus customers in the U.K were offered refunds for their tf-201.
A few lucky owners who bought their primes from bestbuy, staples, amazon and and other major retailers got a lucky break, and were able to get a refund, or an exchange for their primes. But it seems that these stores that gave these refunds or exchanges gave them out of good business practice and had to absorb the full loss, Asus not authorizing those refunds or exchanges.
Realisticly, you cannot expect you local computer store to be able to do the same, these guys work on a 5% to 15% margin maximum.
Here's my personnal experience ; since laste decembre, like most of you, my tablet has never worked really well, especially the GPS wich has never worked at all.
I called the service dept. twice in the first few months I had the tablet to complain about it, they did not offer an RMA, they told me to wait for the ICS update, it would fix everything.....wich it did not like we all know.
Then, up to now, my tablet has been in their service center 2 times to fix the GPS, the weak wi-fi, and a loose power connector....just about everything has been changed in the tablet....the list of parts is astounding. And stil, absolutely no GPS, and no improvement on the wi-fi,( i'm on my 6th different wireless router now !, rewired my modem so I could install the router centrally in the house, got a netgear 6300 )
Before the last RMA,, I talked to a supervisor in California, spent 30 minutes on the phone with him explaining the problems, asking him what other solutions the service center was planning to offer after changing every component in the tablet and even installing ' foil ' on the antennas on the last RMA ?...... demanding that this time they either replaced the tablet with a new one ( mine must have a design flaw ), exchange it with a different model, or refund like Asus did in the U.K......his answer....we wil give you another RMA.................It was like talking to a robot,,,this guy was a supervisor ?
And the icing on the cake came with the email giving me the RMA number........ASUS - North America (NA) is a warranty service center only. Please contact place of purchase for credit, refunds, upgrades / model changes, or new retail box replacement. ASUS does not provide these services under any circumstances..
Ok, so I contact my reseller with a copy of this email...he responds very politely with a copy of his contract with Asus of north america wich states very precisely that Asus is responsable only for warranty services.......but what does waranty cover ?....is a non functionning device broken or badly designed? and how do you resolve the problem then ?
On another note, I must add that on the last occasion, I explained to the supervisor that I am a small business owner...computer reseller. In the last 11 years, I have bought and sold to my clients about 1 400 000$ worth of Asus products. That I was extremely disapointed in the way they were inable to resolve this simple issue, and considering in the future stopping completely buying any of their products for any of my clients, even the ones that requested their brand, considering the fact that the after sale service was inadequate.
Well, yes, I guess you could call it an attempt at a special treatment......but that did not in any way unphase the supervisor.....just gave me anothe RMA number like the good robot he was programmed to be.
So, on a personnal level, I live in Canada, and we have consummer laws that apply to protect consummers against corporate giants like that.
It's called the small claims court. It takes a while, but you can file claims up to 7000$
My tablet is in the service center again.......for the third and final time
If it comes back again with ti's GPS not working, I will follow what our legislature reccomends and send a demand letter with a 10 day delay to give Asus a final occasion to make amends, giving them a choice of either exchanging / refunding / replacing with another model.
After that delay, if no solution is reached, I will file my suit with the Quebec small claims court......it's gonna take a while to have a court date, but that's ok, I'm in no hurry.
I just don't get how Asus figures it's cheaper to spend that much on replacing parts , paying for deliveries, paying to send lawers in Quebec.....it must add up at some point ? is it just me, but it would have been a lot cheaper to just exchage the damn thing ?.....
Anyways, i'll keep you posted on how it goes, maybe it's gonna be a while !
Click to expand...
Click to collapse
I have encountered these RMA robots,you will never get anywhere with them.I emailed one of the lawyers on the casa and he said Asus would award us $17 for lack of GPS and give us a gps dongle. WOW I'm so excited .F******g assholes.
speed4134 said:
This was filed in febuary,
http://www.courthousenews.com/2012/02/13/ColinvASUS.pdf
It's a class action suit against Asus regarding the tf-201's problems that we have with it's GPS and wi-fi etc..., but it's for U.S. residents.
Last winter, Asus customers in the U.K were offered refunds for their tf-201.
A few lucky owners who bought their primes from bestbuy, staples, amazon and and other major retailers got a lucky break, and were able to get a refund, or an exchange for their primes. But it seems that these stores that gave these refunds or exchanges gave them out of good business practice and had to absorb the full loss, Asus not authorizing those refunds or exchanges.
Realisticly, you cannot expect you local computer store to be able to do the same, these guys work on a 5% to 15% margin maximum.
Here's my personnal experience ; since laste decembre, like most of you, my tablet has never worked really well, especially the GPS wich has never worked at all.
I called the service dept. twice in the first few months I had the tablet to complain about it, they did not offer an RMA, they told me to wait for the ICS update, it would fix everything.....wich it did not like we all know.
Then, up to now, my tablet has been in their service center 2 times to fix the GPS, the weak wi-fi, and a loose power connector....just about everything has been changed in the tablet....the list of parts is astounding. And stil, absolutely no GPS, and no improvement on the wi-fi,( i'm on my 6th different wireless router now !, rewired my modem so I could install the router centrally in the house, got a netgear 6300 )
Before the last RMA,, I talked to a supervisor in California, spent 30 minutes on the phone with him explaining the problems, asking him what other solutions the service center was planning to offer after changing every component in the tablet and even installing ' foil ' on the antennas on the last RMA ?...... demanding that this time they either replaced the tablet with a new one ( mine must have a design flaw ), exchange it with a different model, or refund like Asus did in the U.K......his answer....we wil give you another RMA.................It was like talking to a robot,,,this guy was a supervisor ?
And the icing on the cake came with the email giving me the RMA number........ASUS - North America (NA) is a warranty service center only. Please contact place of purchase for credit, refunds, upgrades / model changes, or new retail box replacement. ASUS does not provide these services under any circumstances..
Ok, so I contact my reseller with a copy of this email...he responds very politely with a copy of his contract with Asus of north america wich states very precisely that Asus is responsable only for warranty services.......but what does waranty cover ?....is a non functionning device broken or badly designed? and how do you resolve the problem then ?
On another note, I must add that on the last occasion, I explained to the supervisor that I am a small business owner...computer reseller. In the last 11 years, I have bought and sold to my clients about 1 400 000$ worth of Asus products. That I was extremely disapointed in the way they were inable to resolve this simple issue, and considering in the future stopping completely buying any of their products for any of my clients, even the ones that requested their brand, considering the fact that the after sale service was inadequate.
Well, yes, I guess you could call it an attempt at a special treatment......but that did not in any way unphase the supervisor.....just gave me anothe RMA number like the good robot he was programmed to be.
So, on a personnal level, I live in Canada, and we have consummer laws that apply to protect consummers against corporate giants like that.
It's called the small claims court. It takes a while, but you can file claims up to 7000$
My tablet is in the service center again.......for the third and final time
If it comes back again with ti's GPS not working, I will follow what our legislature reccomends and send a demand letter with a 10 day delay to give Asus a final occasion to make amends, giving them a choice of either exchanging / refunding / replacing with another model.
After that delay, if no solution is reached, I will file my suit with the Quebec small claims court......it's gonna take a while to have a court date, but that's ok, I'm in no hurry.
I just don't get how Asus figures it's cheaper to spend that much on replacing parts , paying for deliveries, paying to send lawers in Quebec.....it must add up at some point ? is it just me, but it would have been a lot cheaper to just exchage the damn thing ?.....
Anyways, i'll keep you posted on how it goes, maybe it's gonna be a while !
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WOW! Earth shattering stuff!! How has nobody submitted this as a news tip?
Asus already gave out free GPS dongles to everyone who has purchased the Prime before and even a bit after the GPS feature advertisement was removed. The Wi-Fi is weak but it works fine. Let it go already.
Sent from my Transformer Prime TF201 using Tapatalk 2
whycali said:
WOW! Earth shattering stuff!! How has nobody submitted this as a news tip?
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Click to collapse
If you took 2 seconds and read the post, you would have first realized that
1) it's in the Q/A section....so, in fact, it's not a ' tip'....
2) the title is '' Any news on the class action suit '?
Soooooooo, the post is a genuine question. don't get you panties wet !
I know there is a class action suit, i just want to know if there has been a settlement, or any developpement.
And has far as the dongle goes, just to let you know, I requested mine in april, and never got it
Chrono_Tata said:
Asus already gave out free GPS dongles to everyone who has purchased the Prime before and even a bit after the GPS feature advertisement was removed. The Wi-Fi is weak but it works fine. Let it go already.
Sent from my Transformer Prime TF201 using Tapatalk 2
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Click to collapse
What do you mean saying "Wi-Fi is weak but it works fine"? If it's weak isn't working fine!
What is wifi good for if do not allow to move to a room 10 meters far from access point (wifi n protocol)??
---------- Post added at 07:02 PM ---------- Previous post was at 06:52 PM ----------
speed4134 said:
Well, here in Canada, when it came out, it was clearly advertised with GPS feature. And while I agree with you, even if did not buy it only for that feature, i expect it to work when needed........compare that to the air conditiining in my car, even if i dont use it during the 6 months if winter, when summer comes, and its 100 degrees outside, i expect it not to blow hot air.......and thats exactly what the GPS is so far.....a whole lot of hot air, and nothing else !
Sent from my HTC Glacier using xda app-developers app
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If you buy a car that has not air conditioned at all, or has a not working air conditioned and you know this before buying that car, than you can't complain with seller if you need in summer but it don't work.
But this, according to me, is not the worst issue in tf201...even if is not a good advertisement for asus and this tablet.
The worst are features that should have to work perfectly, wifi above all.
asus just doesn't give a damn about the customers,
we bought their $500 POS and pretty much they're going f-off now
i given up with the GPS and wifi issue
but my camera has been RMA twice for the same problem (green lines)
now it has happened again, clearly ASUS is doing something wrong and should fix the problem instead of patching it... so it'll break again down the road....
i emailed them all they did was offer RMA
after i explained to them that RMA is clearly not fixing the problem permanently, they ignored my emails since then
posted on their FB, they replied me going "we're sorry that you're unhappy about our product, is there anything i can help you with" i explain it to them, and they ignored me there
like wth is this service? -_-
1di9 said:
What do you mean saying "Wi-Fi is weak but it works fine"? If it's weak isn't working fine!
What is wifi good for if do not allow to move to a room 10 meters far from access point (wifi n protocol)??
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Click to collapse
It works fine meaning that you turn it on and it works if you are in a good range of your router. It gets weak when you move far away from it, but Asus never advertised their tablet to have the greatest WiFi strength. Does it make the Prime a bad tablet? Probably, but there is no legal case here, unlike the GPS which simply just didn't work to any acceptable degree, which Asus remedied with the dongle.
Sent from my Nexus 4 using Tapatalk 2
speed4134 said:
If you took 2 seconds and read the post, you would have first realized that
1) it's in the Q/A section....so, in fact, it's not a ' tip'....
2) the title is '' Any news on the class action suit '?
Soooooooo, the post is a genuine question. don't get you panties wet !
I know there is a class action suit, i just want to know if there has been a settlement, or any developpement.
And has far as the dongle goes, just to let you know, I requested mine in april, and never got it
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Click to collapse
in spite of the fact I read and understood your entire post, it really didnt deserve 2 seconds. Its another crying the blues because you were not smart enough to return a product you found defective in the return window offered by your retail establishment. This is xda not asus north america. Nobody here should give a damn about product warranty as we should be here to void the warranty. Unfortunately somebody told people like you where a forum named transformer prime exists. stupid google. Not going to get into the reasons for it but YOU SHOULD HAVE RETURNED IT WHEN YOU FIRST DISCOVERED IT DIDNT MEET YOUR NEEDS. That being said if you want a gps dongle I dont really need mine for anything but testing if it works on a rom. PM me and I will mail you mine at my own expense if you promise not to post another waste of space complaint thread. It works very well
whycali said:
in spite of the fact I read and understood your entire post, it really didnt deserve 2 seconds. Its another crying the blues because you were not smart enough to return a product you found defective in the return window offered by your retail establishment. This is xda not asus north america. Nobody here should give a damn about product warranty as we should be here to void the warranty. Unfortunately somebody told people like you where a forum named transformer prime exists. stupid google. Not going to get into the reasons for it but YOU SHOULD HAVE RETURNED IT WHEN YOU FIRST DISCOVERED IT DIDNT MEET YOUR NEEDS. That being said if you want a gps dongle I dont really need mine for anything but testing if it works on a rom. PM me and I will mail you mine at my own expense if you promise not to post another waste of space complaint thread. It works very well
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Really, nobody gives a damn about product waranty?.......that might reflect your own opinion, not mine, not the majority of people.
So,, next time, just resist waisting your precious time.....' cause you've waisted mine also... .........still no answer to the original question.....'' any news on the class action suit ?
That's all i'm asking
speed4134 said:
Really, nobody gives a damn about product waranty?.......that might reflect your own opinion, not mine, not the majority of people.
So,, next time, just resist waisting your precious time.....' cause you've waisted mine also... .........still no answer to the original question.....'' any news on the class action suit ?
That's all i'm asking
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Apparently you do not understand the title of this website. Developers do things that void warranties in order to bring out the best in the item they are working with. your comments belong here http://www.facebook.com/IHateAsusComputers with other non doing complainers. by the way 2 r's in warranty and no i's in wasted.
Is there anyone who has purchased Xperia Z Ultra Hong Kong version in Hong Kong directly? :laugh:
I have a screen problem as others have, but a little bit different. I want to post the dropbox link, but XDA do not allow me.
I am contacting the Sony Care Hong Kong for service, and they ask me to provide receipt of purchase in HONG KONG.
I bought mine in Hong Kong but I dumped the receipt when I came back to Canada to empty my pocket. And I don't
remember the store name exactly for re-issuing the receipt. You know how Hong Kong looks like. So many buildings and
stores...wow..
Anyway, even I provided my IMEI number, but they still insist the receipt. I don't understand why for this model is just 2 month
old in the world!
So...I am asking the members here.
Is there anyone who lives in Hong Kong? and can you send the receipt to my email? Please?:laugh:
By the way, I will never buy any sony product in my life any more! I never had any problem with Samsung and Apple!!
bearpc100 said:
By the way, I will never buy any sony product in my life any more! I never had any problem with Samsung and Apple!!
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There are issues with all manufacturers. I've had bad experiences with Samsung in the past, but that doesn't mean all Samsung phones/tablets have issues.
The same goes for every manufacturer out there, and to be honest I think Samsung has got more problems to solve then Sony on global scale
Sent from my C6603 using xda app-developers app
Had same problem with mine except I got a parallel import from unauthorized retailer in bangkok. Mad that I had a defective phone having spent so much money, I stopped through hong kong (on one of my flights to bkk for work) determined to get the phone fixed. Talked to the manager at causeway bay's service center. I was there for 3-4 hours complaining and telling them how ****ed their no receipt no warranty policy is, especially in this Z Ultra defect case. The best he could do for me was give me a laughable discount on the hardware/lcd repair cost, I paid slightly less than the original 2450hkd repair cost. They couldn't repair it due to "not having parts" in, and just gave me a new phone, which came with a 6 month warranty.
Sorry but sending you an actual real receipt isn't going to work. A valid hkg sony recognized receipt from an "authorized retailer" will have the IMEI number printed on it. I have a second ZU which I bought on taobao which has this receipt and IMEI number printed on it which gives me a 1 year warranty as long as this receipt doesn't get lost.
But I got ****ed by sony on the other unit for buying from a stall at MBK in Bangkok.
Expensive lesson for me. Sorry, I feel your anger and pain, but look at me if you want to know what your options are. Well, you don't have to fly to Hong Kong like I did, but you can wait til the phone gets released in your area, then hit up Sony for the repair bill.
dobygot said:
Had same problem with mine except I got a parallel import from unauthorized retailer in bangkok. Mad that I had a defective phone having spent so much money, I stopped through hong kong (on one of my flights to bkk for work) determined to get the phone fixed. Talked to the manager at causeway bay's service center. I was there for 3-4 hours complaining and telling them how ****ed their no receipt no warranty policy is, especially in this Z Ultra defect case. The best he could do for me was give me a laughable discount on the hardware/lcd repair cost, I paid slightly less than the original 2450hkd repair cost. They couldn't repair it due to "not having parts" in, and just gave me a new phone, which came with a 6 month warranty.
Sorry but sending you an actual real receipt isn't going to work. A valid hkg sony recognized receipt from an "authorized retailer" will have the IMEI number printed on it. I have a second ZU which I bought on taobao which has this receipt and IMEI number printed on it which gives me a 1 year warranty as long as this receipt doesn't get lost.
But I got ****ed by sony on the other unit for buying from a stall at MBK in Bangkok.
Expensive lesson for me. Sorry, I feel your anger and pain, but look at me if you want to know what your options are. Well, you don't have to fly to Hong Kong like I did, but you can wait til the phone gets released in your area, then hit up Sony for the repair bill.
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I think you're right. I may have to wait till the phone gets releases in Canada or U.S. Stupid policy Sony has. They are not the"SONY" in '90s any more. They do not have a common sense. They will lose their reputation gradually if they keep their attitude toward customers like this. I will never buy any Sony product in my life any more. No receipt no warranty for the product released less than 2 month? Nonsense!
bearpc100 said:
I think you're right. I may have to wait till the phone gets releases in Canada or U.S. Stupid policy Sony has. They are not the"SONY" in '90s any more. They do not have a common sense. They will lose their reputation gradually if they keep their attitude toward customers like this. I will never buy any Sony product in my life any more. No receipt no warranty for the product released less than 2 month? Nonsense!
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Click to collapse
This is why I'm glad I live in the UK. The whole "no receipt, no warranty" thing is illegal there. Unfortunately, I'm in India at the moment and am facing similar difficulties in getting a repair/ replacement. Not for lack of a receipt, but because they don't seem to acknowledge a defective "shatter-proof film" as an issue. The oleophobic coating is coming off, which leaves a big greasy splodge right in the middle of the screen - noticeable even when the screen is on. This kinda detracts from one of the major selling-points of the device (the display)... I'm currently being blamed for "scratching" the screen. However. if you wipe away all of the grease, there's a mirror finish and no sign of any marks or scratches on the screen.
I guess refusal to service/ replace devices is how Sony keeps its profits.
ShALLaX said:
This is why I'm glad I live in the UK. The whole "no receipt, no warranty" thing is illegal there. Unfortunately, I'm in India at the moment and am facing similar difficulties in getting a repair/ replacement. Not for lack of a receipt, but because they don't seem to acknowledge a defective "shatter-proof film" as an issue. The oleophobic coating is coming off, which leaves a big greasy splodge right in the middle of the screen - noticeable even when the screen is on. This kinda detracts from one of the major selling-points of the device (the display)... I'm currently being blamed for "scratching" the screen. However. if you wipe away all of the grease, there's a mirror finish and no sign of any marks or scratches on the screen.
I guess refusal to service/ replace devices is how Sony keeps its profits.
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Click to collapse
Mine has vertical lines and duplicated afterimages on screen from the Sony logo when you turn it on. Definitely this is manufacturing defect. I guess LCD (or LED) controller is malfunctioning and being damaged by power goes in and being heated up. I don't know who designed and made the controller, but one thing is for sure. The manufacturing process was managed so poorly. There even didn't seem to be a QA. What an idiot management Sony has...
By the way, is there anybody who knows e-mail address of Sony CEO? I want to send a mail to him.
no.one.at.sony.cares.
welcome.to.globalization 1-0-1.