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T-Mobile replaced my phone after several pixels went dead but the screen on my new replacement screen is bothering me more then the few dead pixels on the last. Looking at it in portrait mode there is a faint green line going all the way down the screen and in landscape mode it is worse. At first I though it might have been a natural thing but on text and videos you can see that green line streaking across everything.
Anyone else have this?
Am I being too particular?
Did T-Mobile send me a lemon?
Should I call and complain?
I ask because I really do not remember a green line of any kind on my original phone and the line is very distracting.
I'm not an expert by any means, but if it were me, I would try using Odin to reinstall stock software. If that doesn't fix the problem, then I would absolutely call T-Mobile and let them know. Not only do you deserve a replacement that is free of problems, but I am sure that anyone at T-Mobile will agree. Just make sure they don't charge you shipping again, since I am assuming you paid already to ship this faulty replacement. For the cost of these expensive phones, that is the least they can do for you.
replace it, ive never known a rom to give you a green line in your screen, NEVER! I've also never ever paid for shipping for a warranty replacement. When they ask me I say, I bought the device and it's defective, Wal-Mart doesn't charge me to exchange an item, and neither should you. They always comp the shipping. If they want me to pay a shipping charge then they should give me the option to exchange in store, since you don't have a choice. refuse to pay. It's not your fault a $500 device is defective. (P.S. 3 exchanges within 90days gives you the option to choose another device.)
Okay, so I sent my TF201 as well as the power cable in for an RMA because the shoddily designed power connector ended up mangling the receptacle on the tablet. I could charge the tablet only by plugging in the keyboard dock, and even then that's iffy.
It was over 2 weeks since I sent the tablet via UPS and they hadn't contacted me. I checked on the RMA site and it said this:
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No emails or anything. I called Asus and the customer support guy, while polite, was clueless and couldn't help me. No explanation either, which the customer service guy parroted. He estimated the repair cost to be around $130. Screw that! I asked him to escalate the case, but from what I've read online, customer support from Asus is impotent.
Also, I just got off the phone with support guy number 3. Again, complete waste of my time. He wouldn't pass me off to a supervisor when I asked (twice).
Does anyone have any suggestions? What are my options at this point? What magic phrase do I need to use in order for Asus to actually honor their warranty?
This is definitely a make-or-break moment for Asus and my future business with them. I've got an Asus motherboard, an Asus monitor, and a tablet, but I will not hesitate to drop them and recommend others avoid them if this isn't resolved.
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
tshoulihane said:
Warranty is not really too useful - this is the manufacturer assuring you that is specific things break in a specific period, they will replace them. What is much more powerful (potentially) is consumer protection legislation. Goods must be as described, fit for purpose, safe, etc.
Typical behaviour is to claim you broke 'it' by doing something silly (pulling the connector at a bad angle maybe). You need to demonstrate a design or manufacturing flaw.
In the UK, the claim is against the vendor, not the manufacturer.
You may be able to pursue legal action for a refund (less deduction for the time it was usable).
Likely, if you press hard enough (in writing, with traceability, not by phone), they will agree to some compromise. If no-one else has complained of the same problem, they will rightly assume you are pulling a fast one.
Contact head office in your country - noone else will have the authority to waive the repair fee.
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Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
hx4700 Killer said:
Sorry this isn't going to help but... why do you expect them to repair your device for free if it was damaged while plugging/unplugging? Did you yank it in some odd way and cause it to deform?
I too have noted that the back side of where it plugs in us more exposed than the front due to the angle/slope of the back plate at the edge. I worry something bad will happen if I yank on it. I am more careful because of this.
If you leave the gas nozzle in your car at a gas station and drive off you can't expect the dealer/manufacturer to warranty any damage to your vehicle AND you will most likely get billed by the station for the repair to their pump.
I'm sorry you are having the problem but I'm not seeing ASUS at fault here. You claim it broke due to shoddy design. I doubt it did so on its own and I am sure that is the way they see it too.
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Nope. I treated that thing well. I noticed that the plug was not solidly built pretty early on into my ownership cycle, so I took care to make sure that when I plugged it in, the cord was nice and straight and the plug was gently put in. Obviously *something* must have caused the pins to be mangled but if it was because of a bump, that's shoddy product design, not carelessness on my part.
If it was a $20 repair I'd eat the bill, but they a.) haven't even gotten back to me why they believe it's my fault, b.) they haven't emailed me at all, I've done all of the reaching out to Asus, and c.) they say they're waiting for MY response even though no one at the call center can answer what response they're actually waiting for. The second guy I talked to just estimated that the bill would be "around $130".
I am willing to work with Asus on this, but they're not willing to work with me. See what I mean?
Where did you purchase the unit and how long ago? (These are actually rhetorical questions).
If your purchase was within the past 90 days and you paid with a credit card, you may be able to work with your credit card company and refuse the charges. Not that the retailer should necessarily eat the cost, but if you bought from Amazon, Target, etc., they probably have some sway with Asus. Make your pain their pain...
Hopefully you took pictures of the damage before sending it...
This is EXACTLY what I am going through right now with Asus.
My daughter's Prime boots to the ASUS screen and gets stuck there and will not turn off.
I called tech support and they walked me through several attempts to reset, said they thought it was a software issue and then gave me an RMA number. (BTW, I had also RMA'd my own Prime earlier this year due to GPS and wifi issues and it came back to me with a scratch on the lid. So my husband and I went over my daughter's tablet with a fine tooth comb before sending.) I shipped it in the box and packaging that Asus returned mine in.
I sent it 11/29 and they rec'd it 12/3. On 12/4, the RMA status said
Waiting-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty
No one contacted me. I called Asus on 3 separate occasions - each unable to tell me anything but promising to escalate. I rec'd no calls back.
On Dec 13th, we received an email from Megan Nesmith saying there is customer induced damage and an invoice for repairs. Attached were 2 close-up photos showing VERY OBVIOUS damage - a deep jagged crack in the front corner of the screen and additional damage where it looks like someone pried up the metal around the power button with a screw driver.
At this point, I spoke to a Kamar (sp) who said that I would receive a call by tomorrow evening once they investigate.
I am feeling as if they know my warranty is almost up (end of december) and are going to hold the tablet hostage- my word against theirs. I have done some research and have read similar stories about the Asus Texas repair facility. I don't know what to do if they come back and tell us there is nothing they can do and expect us to pay. I really feel taken advantage of. Anyone have advice for a situation like this?
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
randalltroy said:
What's interesting here is the lack of consistency
last week, I RMA'd my Unlocked prime for a sound issue, the issue was it just stopped working through both the speaker, and headphone jack. Asus honored the warranty and fixed it free of charge, I was expecting to get charged, but did not, in fact, it was a one day turnaround in Grapevine TX, my guess is they tested it, and just sent me a different prime, and its already on the way back, I should have it back tomorrow, its possible they may not have fixed it at all. I admit I am very nervous about it, I was told minimum of 10 days when I rma'd. I was very shocked when I checked the status, to make sure they had it logged in as received, and it said ready to ship, after 1 day, and repair status, was device repaired OK, let alone not being charged.I am very curious to see whether it come's back from Grapevine relocked, as I have read several peoples posts here XDA that after Rma the Tablets are relocked, and unlockable due to serial number removal
I even sent it in with a fresh install of Androwook 1.51.Asus didn't seem to have any issues with it being unlocked, at least with me, and I have never seen such a fast turn around on a RMA , EVER. My last Asus Rma took about 4 weeks on a Asus Rampage 4 extreme Motherboard
So why is there this kind of of consistency issues when RMA'ing. This should be pretty cut and dried
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I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
hx4700 Killer said:
I think it has more to do with the repair depot. They arent actually owned by ASUS, rather Authorized by passing a series of tests/checks. Down the hall from me where I work we have a computer hardware repair department that is Dell, HP, Lenovo and possibly Gateway authorized.
So essentially you are dealing with a company with its own set of rules/standards who want to turn a profit and depending on their moral compass etc... you may get billed for a MOBO like I will in Texas if a flash goes wrong and I send it in VS Europe who will just reflash the ROM. Further other folks are having trouble with the call backs etc...
I think what would be most usefull is to compile a list of repair depots that are doing what so others can avoid using the ones they think will shaft them.
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Thats nothing just time to let off some frustration. I'm an owner of an Asus Transformer infinity tablet and i pray to god I never have to RMA that. I had an asus Blu-ray Burner that died on me. I sent if for repairs on January 28th 2013. after a few weeks went by not hearing anything I checked online wasn't in a rush for it no inquiry was made I called them and they said the drive was mailed on the 15th of February. After not receiving the drive on the 29th I called back and they said that is weird their systems says it was mailed but did not have a tracking number. They would have to look into it and get back to me. Tuesday February 26th I called again speaking to 20 different reps at this point they finally just reissued another drive shipped on the 27th on February. After all this received the Drive today and its a dvd burner not a blu-ray burner wrong product. Freaking ridiculous. I swear on my grave treat your asus product like a god because their RMA department is crap!!! I just took screenshots and photos to prove they sent me a wrong product.
I've just about had it with RMA. My Transformer has been back and forth to ASUS for six months. It's a total of seven times and they still haven't fixed it. It originally went in for WiFi and gps issues. When it was returned I found grit under the digitizer and so it went back. They replaced the screen and mobo. When it came back there was a huge gap between the screen and the body. So, I sent it back again. They replaced the back panel and when it came back there was still a gap and there was damage to the seal around the screen. So, it went back again. This time they replaced the back again and on receiving it I found the gap was even larger and they had bent the body, forcing the screen in. So, again it went back and they replaced the back panel and screen. On return the gap was still there, the damage was still present on the "new" screen and the hadn't even locked the release catches. I compared the damage on the "new" screen with the photos I took for the previous RMA. Basically, they hadn't replaced the screen. They collected it again today and assure me it will be resolved. I really don't think it will. The technicians clearly don't care and lie about the parts they replace. I think they hope that if they just keep sending it back with some bull**** on the slip that one day I'll give up. I won't though. I spent a lot of money on it and I won't accept the repair centre damaging my property. The most ridiculous part is that they have now spent more on postage than I paid for it. I can think of an easier resolution for this, that's far more cost effective.
Sent from my HTC Sensation using Tapatalk 2
I sent my Prime to RMA, took 1 week.
1. Wifi improved by 1 Bar
2. I GOT YELLOW TINTED SCREEN!
They replaced my touch panel due to flex. Yes RMA has improved my prime but gave me an icky yellow tint. Oh gosh.
Hi,
I'm living in France and i've just found a brocker who want to sell a lot of tablets here
Code:
leboncoin.fr/informatique/497860592.htm?ca=7_s
This is a french company, and i didn't know it. It's near Paris.This company seems to be regular according; the "who we are page" on its website :
Code:
lesoldeur.fr/content/4-qui-sommes-nous
I think this could be a good opportunity for people having a hard-bricked device getting a motherboard. However the seller want too sell the lot, only. If many further people ask for a tablet, he's able to sell all the lot in a short time, this could be interesting for him!
I think too this will be interesting only for people leaving in France maybe on a European country and able speaking french, don't forgot the custom's fee's outside europe!
What do you think?
Note : NO WAY for me buying the whole lot and selling it to each people who need it!
After exactly 30 days the top speaker on my Note 8 has failed. It sounds like any other blown speaker with very scratchy distorted sound. Proven by switching back and forth to speaker phone during a call. I'm disappointed that a $1k phone has such a problem, but it happens. Anyone else?
I'm more disappointed with how the problem is being handled. I went to the T-Mobile store I purchased it from. They confirmed it was broken. They inspected inside the phone after removing the SD/SIM holder and looked closely at the USB port. Not sure what for. Water indicator? Is this not a water resistant phone?
Their answer was to order a replacement even though they have the phone in stock. I need to pay $20+tax shipping and the phone would be in sometime next week. When I asked about tax on shipping, not normal in my state, I was told it wasn't really shipping but a warranty replacement fee! Really?! A fee for a warranty failure out of my control?
When I asked about why not just replace it with one in stock I was told that the warranty replacements are not new phones. What?!!!
When I got home I called T-mo CS and got a huge run around, passed off to Samsung, then back to T-Mo, with nothing getting resolved other than to say, in English I could barely understand, they would look into it.
So.... where I stand I see that I paid almost $1000 for the flagship Samsung phone 30 days ago. T-Mobile agrees it has failed. Their answer is to charge me some nickel and dime fee to get a used phone, in who knows what condition, sometime next week. The Samsung answer is to send the phone to them (at my expense) and they will repair it. I could expect it back in about 3 weeks. I am able to make calls using the speaker phone but what if my phone had failed completely. BTW, I also found out that you are only allowed 3 warranty replacements so I better hope I don't get two more failures, even though it's not my fault.
Adding insult to injury is that I am eating my $50 Whitestone Dome.
Samsung, first I lived thru your Note 7 fiasco now this with the Note 8. My customer loyalty is about gone.
Phredeee said:
After exactly 30 days the top speaker on my Note 8 has failed. It sounds like any other blown speaker with very scratchy distorted sound. Proven by switching back and forth to speaker phone during a call. I'm disappointed that a $1k phone has such a problem, but it happens. Anyone else?
I'm more disappointed with how the problem is being handled. I went to the T-Mobile store I purchased it from. They confirmed it was broken. They inspected inside the phone after removing the SD/SIM holder and looked closely at the USB port. Not sure what for. Water indicator? Is this not a water resistant phone?
Their answer was to order a replacement even though they have the phone in stock. I need to pay $20+tax shipping and the phone would be in sometime next week. When I asked about tax on shipping, not normal in my state, I was told it wasn't really shipping but a warranty replacement fee! Really?! A fee for a warranty failure out of my control?
When I asked about why not just replace it with one in stock I was told that the warranty replacements are not new phones. What?!!!
When I got home I called T-mo CS and got a huge run around, passed off to Samsung, then back to T-Mo, with nothing getting resolved other than to say, in English I could barely understand, they would look into it.
So.... where I stand I see that I paid almost $1000 for the flagship Samsung phone 30 days ago. T-Mobile agrees it has failed. Their answer is to charge me some nickel and dime fee to get a used phone, in who knows what condition, sometime next week. The Samsung answer is to send the phone to them (at my expense) and they will repair it. I could expect it back in about 3 weeks. I am able to make calls using the speaker phone but what if my phone had failed completely. BTW, I also found out that you are only allowed 3 warranty replacements so I better hope I don't get two more failures, even though it's not my fault.
Adding insult to injury is that I am eating my $50 Whitestone Dome.
Samsung, first I lived thru your Note 7 fiasco now this with the Note 8. My customer loyalty is about gone.
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Try T-Mobile's Twitter feed. They seem more responsive than any other method.
I will say that I found their experience exasperating when I was trying to work through the Note 7 fiasco. Four or five CS techs would give me a different story each time, with two outright lying about shipping information on the loaner phone. I dropped a tweet on John Legere's account to express my displeasure and within 20 minutes a senior customer service rep called to help work things out. I had to tweet them several more times to work out the billing issues left over from the Note 7 but from that point forward, I have nothing but praise for T-Mobile's customer service.
Thanks for the advice.
To top it off I've discovered the store popped up the edge of my before perfect installed Whitestone dome so now there is air under it. Never again am I letting some store buffoon take off my case.
I left AT&T because of how they handled me during the Note 7 mess. They also gave me conflicting directions and kept charging me monthly for a phone I paid cash for.
I'm not sure what part of the world CS is in but I can't understand them and told them dozens of times to speak slowly no exaggeration. I had to go over my name 8 times! It's real hard two 4 letter words.
SMH
It just keeps getting better. Sorry for the rant.
I am totally devastated, dropped my precious V30, usually with the case and the great care I usually take the fall is never particularly bad and even now the phone does not have a single scratch on it. It fell from almost waist height flat on the screen. I picked it up, screen was intact and it had a few discoloured pixels almost like dead pixels in the top right corner. Too my dismay however a few hours later this had turned into a small rectangle box completely black no pixels which over the next few days turned into larger black patch with rounded edges. At this stage it was manageable I could bring myself to accept it but after a few more days the screen started flickering white when the phone was switched on and off and now it flickers on occasion constantly sometimes not. What do you guys think are my chances of getting this repaired on warranty, it is rooted, but I can return to stock. I have a p20 pr but the audio is just so far away from the quality the LG provides.
If not what is it likely to cost via LG. I don't really want to send it to a back street repair shop after the experience I had with a replacement screen on a G1(2008), they often don't repair it neatly. Yes that's the only other time when I have ever cracked a phone screen.
LG charged me $146 to replace the cracked display on my wife's LG V30. It was considered an out of warranty repair.
I shipped it to them in Texas and the $146 even included them shipping it back via FedEx.
I told about it here, about halfway down the first page...
https://forum.xda-developers.com/lg-v30/help/ive-sent-phone-repair-warranty-theyre-t3838980
I had to pay to ship it to them, but they shipped it back for free. I called them on the phone, they quoted me the price, I paid them on the phone. They emailed me the address.
ChazzMatt said:
My wife cracked display on her LG v30 US998, something which is not covered under warranty. So I sent it to LG for an out-of-warranty repair, which cost $146 US dollars + my own UPS shipping to LG in Texas. So $164 total. They replaced the display, and my payment to them even included FedEx shipping back to me! It took a week, I got it back a few days ago, it's as good as new.
While it was gone, I switched her over to one of the Sprint LS998 V30+ that I bought cheap off eBay, which I converted to US988 V30+, which DOES have bootloader unlocked. Her V30 was not bootloader unlocked, and is still under the 2 year warranty, but dropped/cracked displays aren't covered under warranty.
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ChazzMatt said:
Since I knew the severely cracked display wasn't covered under warranty, first I went to one of those cell phone display repair franchises. They said they can't source this display and that I needed to send it to LG. So I called LG customer service, I told them the problem, they said it wasn't covered under warranty -- but said they offered out of warranty display repair for $146. And that I had to ship it to them. I said OK.
Sent via open market LG US998 V30/V30+
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ChazzMatt said:
LG customer service gave me that price over the phone before they even saw the damaged display.
The actual repair receipt is vague. Lists serial, IMEI, etc and says
SYMPTOM: EXTERNAL PHYSICAL DAMAGE TO THE PHONE.
REPAIR: physical damage.
Warranty type: out of warranty
Lists date received, date returned.
I would post a screenshot but I would need to block off all the serial and IMEI and stuff.
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Thanks Chazz, I'm guessing it won't be much different in the UK, I'll put in a out of warranty repair request.
Jonnibravo said:
Thanks Chazz, I'm guessing it won't be much different in the UK, I'll put in a out of warranty repair request.
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Copied and pasted details above. Maybe I lucked out, by calling LG customer service (instead of online chat, etc.) I told them the phone was under warranty but was a cracked display. They said that wasn't covered under warranty (which I already knew), but I told them I still needed it repaired, please. So, they asked if I would authorize and pay for an out-of-warranty repair? I said, yes, how much? They consulted and said $146. At that point, they hadn't even seen the phone.
So, I said OK, got put on hold for like 10 minutes -- thought I had been disconnected, but luckily I didn't hang up. A customer service rep with Korean accent then came on and took my credit card number. They said they would send me email confirming this, but they didn't, initially.
(I did have a PayPal email receipt, so I had proof.)
I called them back two days later, and fortunately I had kept the incident number (I had written it down on a fast food coupons page). I referenced that, and then they sent me the email with the shipping address. I had already paid, I just needed the address to send the phone, which turned out to be in Texas.
Thanks so much for this post. I dropped my 2-wk old V30 resulting in a severely cracked display. Sent it for a repair by requesting the service online (lgmobilerepair.com) and got the phone back as a brand new phone. Took some time due to the holidays but the phone arrived within 3 days after the repair was completed. Luckily, my credit card company covered the bill under the purchase protection.
I got my screen replaced from my old V30. Although they are supposed to glue it shut with same materials my repaired device didn't retain IP68. A quick splash of water to wipe the screen, a few days later I see some fog in my front camera. Just don't test the limits of repaired device IP rating.
ZS600KL screen went dark. No damage. Tried soft and hard resets but nothing appears on screen. I hear noises but zero picture. Battery fully charged. Any ideas?
1. Turn off the battery.
2. After charging, turn on the power again.
I charged all night. Light in top left is green. Turned on power, phone made the turn on sound, but no picture. Screen dark.
I recommend submitting an ASUS RMA to get it repaired.
OK, I had a session with ASUS online support, and I was told to send the unit in for repair. I sent it in, and just received a quote for $490! The email quote fro ASUS did not specify WHY I was being charged. It simply had a boilerplate statement that either the phone was out of warranty or it had physical damage. THERE WAS NO PHYSICAL DAMAGE TO THE UNIT AND IT WAS CLEARLY UNDER WARRANTY (purchased November 2018 from Amazon with US warranty, never dropped it, not even a scratch except a few superficial scuffs on the back which are due to the nature of the phone itself). I submitted a protest with ASUS and I am absolutely enraged! The protest form required me to choose whether I was protesting because the phone IS UNDER WARRANTY or because there IS NO PHYSICAL DAMAGE. But since I wasn't told the reason, how can I choose? So I arbitrarily choose the the phone IS UNDER WARRANTY.
This is absolutely terrible customer service. I pay almost $900 for a phone, it lasts for four months, and now I am battling with the manufacturer who wants me to pay another $500 rather than honor the warranty.
So ASUS sent me pictures of damage to a phone, BUT THE PICTURES ARE NOT OF MY PHONE. The pictures may be of the same model phone, but the phone in the pictures has wear and tear, deep scratches, dirt in USB port with missing cover, etc, My phone was pristine. No visible wear. No scratches. MY PHONE WAS SWITCHED WITH ANOTHER PHONE.
Unfortunately I don't have pictures of my phone before I sent it, but my wife saw my phone and she ia a witness that it was in perfect condition.
I need to prove that the phone in the pictures is not the one I sent in. How can I do that?
MichaelCaditz said:
So ASUS sent me pictures of damage to a phone, BUT THE PICTURES ARE NOT OF MY PHONE. The pictures may be of the same model phone, but the phone in the pictures has wear and tear, deep scratches, dirt in USB port with missing cover, etc, My phone was pristine. No visible wear. No scratches. MY PHONE WAS SWITCHED WITH ANOTHER PHONE.
Unfortunately I don't have pictures of my phone before I sent it, but my wife saw my phone and she ia a witness that it was in perfect condition.
I need to prove that the phone in the pictures is not the one I sent in. How can I do that?
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This has been a recurring pattern with ASUS. I have heard similar stories on the ASUS support forum. To get their attention mention that if they don't honor their warranty that you'll report them to the BBB. Usually this works and they'll take your claim seriously. After seeing how poorly ASUS treats their customers, this will be my last ASUS phone.
Edit: If they continue to give you problems, post about this on the ASUS support forum. That also gets their attention.
https://www.asus.com/zentalk/forum.php?mod=forumdisplay&fid=433
I have done the things recommended (threatened BBB report, and also posted on ASUS forum). So far, all I have are pictures of a phone that's not mine and repetitive form letters from ASUS apologizing for the inconvenience and telling me to look at the photographs.
MichaelCaditz said:
I have done the things recommended (threatened BBB report, and also posted on ASUS forum). So far, all I have are pictures of a phone that's not mine and repetitive form letters from ASUS apologizing for the inconvenience and telling me to look at the photographs.
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Jerks.. I just posted on your thread on the support forum.
Status update:
On April 18th, after numerous back and forth emails, I was notified by ASUS Product Support that my unit would be repaired at no charge. Since then, I have continued to receive auto-generated invoices for $492.40. I also received instructions to click the "Dispute" button on the invoice, which I had already done. I then received a letter on April 23rd that my case was being "handed over . . . to the higher level department."
I haven't received my phone back yet. It's now been about 16 days since ASUS received my phone for service.
MichaelCaditz said:
Status update:
On April 18th, after numerous back and forth emails, I was notified by ASUS Product Support that my unit would be repaired at no charge. Since then, I have continued to receive auto-generated invoices for $492.40. I also received instructions to click the "Dispute" button on the invoice, which I had already done. I then received a letter on April 23rd that my case was being "handed over . . . to the higher level department."
I haven't received my phone back yet. It's now been about 16 days since ASUS received my phone for service.
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Thanks for the update! Sounds like a little progress. I hope you get your phone soon.
What I am about to say is truly amazing, but true.
After agreeing to repair my malfunctioning screen, under warranty at no charge, ASUS Product Support rescinded its offer. The reason: The photos sent to me by ASUS show only cosmetic damage, not screen damage.
I kid you not.
Dear Michael,
Thank you for your response.
I feel very sorry. After I submitted the problem to the superior department, I was told that all the damage pictures for this RMA are cosmetic. There are no pictures showing impact to the screen so a FedEx claim should not be filed for this RMA.
If you have any further questions, comments, or concerns please do not hesitate to let us know. We will be more than happy to assist you.
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I have now received the complete circular runaround from ASUS.
In summary, four months after buying a new ROG phone, the screen went dark. I sent in the phone to the ASUS service center as instructed. I was sent an invoice for almost $500 saying there was damage to the screen therefore it was not under warranty. I disputed the invoice with my own pictures, and was told by ASUS that the damage must have ocurred in transit, and because I purchased a shipping label from ASUS it would fix the phone at no charge. Finally, ASUS rescinded the offer, saying the photos provided by ASUS did not show a damaged screen, therefore it was not damaged in transit.
I have no phone, and I am at a dead end.
This is the quintessential definition of runaround. I have been completely ripped off by ASUS.
Will someone out there with a connection to ASUS please help me?
And now. after all this--after ASUS explicitly admitted the pictures it itself took of my phone in its service center show only cosmetic damage and no damage to the screen--it spams me with another invoice for $492.40 and no way to dispute it.
This company is out of control in its abuse of its customers. Something must be done.
ASUS is pulling a similar scam on another customer. Please see this thread:
https://www.asus.com/zentalk/thread-264701-1-1.html
And another:
https://www.asus.com/zentalk/thread-271050-1-1.html
This is starting to enter consumer fraud territory. The ASUS service center needs to be investigated.
ASUS needs to honour its warranty for me and the other customers IMMEDIATELY else I, and I suspect others, will be filing consumer fraud complaints.
This has been posted in the threads on ASUS's support forum: https://forum.xda-developers.com/rog-phone/how-to/consumer-alert-asus-service-center-t3925942
I hope it helps. It really makes me mad how they treat their customers.
" . . . how they treat their customers" is an understatement. This is all-out fraud. ASUS is misrepresenting the condition in which products are received by its service center, then holding the phones as ransom for large amounts of money. Apparently, ASUS has strategized that the amount of revenue generated by this scheme will be worth more than the customers it loses, both directly and indirectly. All of us who have been ripped off will tell our family and friends, and post our stories on these forums as well. I would say that this is a very short-sighted and ill-advised strategy on behalf of an irrational person (or persons) at ASUS. Whomever devised this strategy should be immediately fired.
At this point ASUS needs to immediately rectify the situation with each of us to whom have fallen victim to this scam, and salvage whatever good will remains. Otherwise things will only get worse, as I fully intend to file consumer fraud complaints and sue in court.
Update:
On April 30th I received an email from "Service Department for ASUS Office of the CEO" agreeing to fix my phone free of charge. I am patiently waiting, but no phone yet . . .
MichaelCaditz said:
Update:
On April 30th I received an email from "Service Department for ASUS Office of the CEO" agreeing to fix my phone free of charge. I am patiently waiting, but no phone yet . . .
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after reading all your "story", I'm happy to sell the phone, before having any issue...
Marco589 said:
after reading all your "story", I'm happy to sell the phone, before having any issue...
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Agreed. I have the Asus ROG Phone and dock sitting on a shelf both unopened for 14 days now, kinda waiting to see how these stories played out. I also have the ASUS ROG Zephyrus S $2,199 gaming laptop sitting unopened for the same reason. I will be returning all items unopened tomorrow. I want nothing to do with this company.
Thank you @MichaelCaditz for spreading awareness of the issue.