Database Info

Different retailers = different DOA periods

I was just called by an ASUS support rep to arrange the repair of my tablet, I was more than happy to inform her that another of her colleagues had arranged for it to be replaced under their DOA arrangements with Comet, and that I was perfectly happy with the service.
She was happily blaming her managers for the 10 days delay in contacting me about my RMA issue, so clearly things are a little disorganised there.
Whilst on the phone I was able to find out from her that ASUS have different arrangements with some retailers as to when a device can be considered for DOA replacement.
Comet = 28 Days
PC World = 14 Days
other online retailers = 7 Days
After these periods have passed they will tell you to return for repair. She also said these are from the order date, so I am not sure how that works with back orders/out of stock deliveries that are delayed by weeks.

Same here
To make things better once the courier came by to pick it up he didn't actually know where to take it.
I love the Transformer to bits but the hassle of getting it repaired is making me wish I'd gotten an iPad :/

flipao said:
I love the Transformer to bits but the hassle of getting it repaired is making me wish I'd gotten an iPad :/
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You would've gotten an iPad even though you would lose Flash capability, SD card, keyboard dock w/added battery life and USB ports, etc?
I just can't see the iPad as a viable alternative to the TF. They are for two different types of people, IMO.

bbilko said:
After these periods have passed they will tell you to return for repair. She also said these are from the order date, so I am not sure how that works with back orders/out of stock deliveries that are delayed by weeks.
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They can tell you whatever they like, but that does not affect your statutory rights under the sale of goods act.
Personally, if I'd had an issue with my TF (I didn't) within a month of purchase, it would've gone straight back to Comet for replacement or refund, not repair. Usually, the very mention of the phrases "Sales of Goods Act", and "Statutory Rights" is sufficient to get results.
Regards,
Dave

How long did it take LG to repair/replace your phone?

For those who sent your phone to LG directly (Stellar Wireless) for a repair/replace, how long did it take them to get a phone back to you?

andrewNY said:
For those who sent your phone to LG directly (Stellar Wireless) for a repair/replace, how long did it take them to get a phone back to you?
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It took me about a week for them to repair it once they received it. I sent from NY to Texas Priority US Mail on Monday. They received by Wednesday. They fixed it by the following Wednesday and i received it back by that Saturday three days later. They are pretty speedy.
One thing I would stress though is that you do not want a refurbished phone. I have read somewhere on the internet that if LG sends you a refurbished phone that you cannot update it to Gingerbread for some reason. I cannot confirm that this is true but that's what I've heard.
I am kind of pissed off at them my self. They did send my original phone back to me but they said if worse case they can not fix it, they will send a refurbished one. I told them F no. I paid full price with tax $600 and I expect either my phone or a brand new one if the repair can't be made. I would have purchased a refurb off ebay for half that. They claim that refurb is just as good. I say bullshyt. A refurb is someone else's probem that they finally fixed but couldn't fix at the time of that persons mail in. And besides, if a refurb was the same, then LG or the Tmobile store that I have originally purchased the phone from would have given me a brand new one on the spot. Suck it. Don't accept a refurb. They did not budge though. They said repair or refurb. Good Luck with LG Scum. They did fix the restarting issue, but when I got it back I have a GPS Lock on issue.

Thanks! I sent my phone by Priority Mail last Monday and they got it Wednesday, so I guess I'm looking at getting it back by next weekend.

I sent mine to them on a Thursday they got it that Friday (one state away). Just got it back today (Thursday. There turn around time seemed very quick to me. It has the latest version and baseband on it. It however is not the phone I sent them.

I sent mine off July 22 via FedEx and just got it back today. Oddly enough, the repair ticket enclosed with my phone said they replaced the touch screen and the reason for the repair was a faulty touch button. The actual reason was because the LG Tool erased my baseband after it said I had a successful update so I couldn't use the T-Mo network, only wireless.
Not sure where the faulty Touch button information came from, but I guess it's good I got a new touchscreen if something showed up during their "quality" check. I checked the IMEI and Serial Numbers, and they match my original box, so it's the same phone repaired, not a refurb swap.
It seems to be working ok so far, so I'll know for sure in a few days.

LG employee here- Refurb is kind of a misleading term. I deal directly with Stellar and providing them parts, and when they say refurb, it might as well be a new phone. I mean, they replace a lot of stuff and run it through a gang of tests. Do things slip through the cracks? Absolutely. But, in all honesty, by the time they get done with refurbishing a phone, it is just as good as a new phone. Now, if you go through some further removed 3rd party refurb centers, you will see issues, but Stellar is in the same building as us, so we keep a pretty tight watch over their work.

affenzeit said:
LG employee here- Refurb is kind of a misleading term. I deal directly with Stellar and providing them parts, and when they say refurb, it might as well be a new phone. I mean, they replace a lot of stuff and run it through a gang of tests. Do things slip through the cracks? Absolutely. But, in all honesty, by the time they get done with refurbishing a phone, it is just as good as a new phone. Now, if you go through some further removed 3rd party refurb centers, you will see issues, but Stellar is in the same building as us, so we keep a pretty tight watch over their work.
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I was fortunate enough to get mine fixed by the Stellar folks, and what great work they did. I thought I had a pretty decent phone before the fix, but now it is pure fantastic. So far no unexplained reboots or other oddities and I have really been putting it through its paces.
Please pass along my thanks to the "stellar" Stellar Wireless Technology techs.

octoplus is a nice solve tool for LG fault
Recently, i purchased an new Octoplus from china ,it is a nice experience, fast shipping and especially technical support, and i know they own a shop in amazon, as for the web, i should obey their's rule....

Can I Demand a Refund? - Terrible RMA experience! - Updated

Ok so, I RMA'd my Transformer on the 11th July, and it has just returned.
Reason for RMA was an area of touchscreen in a strip that didn't respond to touch input.
I can't post links, but it was a line about level with speakers, an inch in height running all the way across horizontally.
It just returned from the Czech Republic this morning, and has the same damaged area AND another strip where it doesn't work! The screen appears to be better fitted into the device than before so it seems they have done something. It just seems they did it wrong/replaced with another faulty part.
I can't post link to picture, but its the same as before + another non-responsive strip that runs horizontally 1cm above the original, and ends just before it reaches the right hand side.
Can I get Asus to give me a refund/exchange? I really don't want to have to wait another month for them to just damage it further.
I love the transformer, it's a great bit of kit - perfect for my needs, but being made worse by "repair", and horribly slow RMAs is just too much for me...
Quick edit: Screen definitely completely replaced - absolutely no light bleed at all - would be perfect if not for broken touch response....

Spakka said:
Ok so, I RMA'd my Transformer on the 11th July, and it has just returned.
Reason for RMA was an area of touchscreen in a strip that didn't respond to touch input.
I can't post links, but it was a line about level with speakers, an inch in height running all the way across horizontally.
It just returned from the Czech Republic this morning, and has the same damaged area AND another strip where it doesn't work! The screen appears to be better fitted into the device than before so it seems they have done something. It just seems they did it wrong/replaced with another faulty part.
I can't post link to picture, but its the same as before + another non-responsive strip that runs horizontally 1cm above the original, and ends just before it reaches the right hand side.
Can I get Asus to give me a refund/exchange? I really don't want to have to wait another month for them to just damage it further.
I love the transformer, it's a great bit of kit - perfect for my needs, but being made worse by "repair", and horribly slow RMAs is just too much for me...
Quick edit: Screen definitely completely replaced - absolutely no light bleed at all - would be perfect if not for broken touch response....
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Click to collapse
ASUS got very good repair center in Israel. Since in Israel ASUS's repair and RMA center powered by IBM.
You can try contact the 24x7 IBM powered ASUS lab in Israel:
[email protected]
In Israel, ASUS (Powered by IBM) RMA service is MAX 10 days. Usually one week.
They may be able to give you an good RMA service and make you an happy owner of TF
You should explain them you are unhappy with Czech RMA center and you want send them the device for second RMA in Israel.

My previous experience with Asus service center has not been good either. It was for a netboook, sent in because of a fired logic board. They replaced the logic board, did a terriable job opening up the net book (cracked the clips so it wouldnt sealed anymore).
When I got it back, the netbook booted up. However, the Ethernet port did not work. They should have replaced the second board on the netbook as well. This showed that they QC is sub-standard. They don't thoroughly test an RMA repaired product before shipping it back to customer.
To answer your question, no, you cannot ask for a refund. However, you should call in and ask to speak to a manager. Explain to them you cannot accept additional down time. Ask them to ship you a replcement unit, or at least give you some sort of expressed shipping and repair.

Well that is the thing, they made me wait nearly a month before they started the repair, once started it was v.fast.
It is also put back together much better than it was when I first got it - v.little lightbleed, generally feels sturdier.
But, the fact they replaced the screen and it has nearly the exact same problem (but worse) suggests either: Serious manufacturing problem with their screens or some weird underlying problem with my transformer.
So only sensible thing will be for them to replace - changing out the screen+i/o board (confirmed this is what they did) the first time, and I can only assume again will be very expensive for them - not to mention shipping to Czech Republic and back, twice.
I called them up and they said management would call me back - but before my first RMA they said that several times, and never did.
In the end the main problem is... Why on earth didn't they check it first? Repairing something, changing parts etc. then shipping it back with the same problem, but multiplied, is really terrible customer service.

Spakka said:
In the end the main problem is... Why on earth didn't they check it first? Repairing something, changing parts etc. then shipping it back with the same problem, but multiplied, is really terrible customer service.
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I've had this experience with mobo repairs. Asus products are generally pretty good, but their customer service is among the worst in the industry.

Spakka said:
Reason for RMA was an area of touchscreen in a strip that didn't respond to touch input. I can't post links, but it was a line about level with speakers, an inch in height running all the way across horizontally.
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Click to collapse
I had the exact same problem as you described. The service center is in Grapevine, TX USA, and they fixed that...but now my screen has light bleed just right of center....!
I'm not happy either...

Exact same problem!!
I ended up sending in an escalated support and it got "forwarded to management". They quickly sent some postage paid express post to my email and arranged a pickup for Monday... Hope they fix it this time, last time they just made it worse. You can send an escalated support email I followed their facebook support page.
Good luck, to us all

andrewklau said:
Exact same problem!!
I ended up sending in an escalated support and it got "forwarded to management". They quickly sent some postage paid express post to my email and arranged a pickup for Monday... Hope they fix it this time, last time they just made it worse. You can send an escalated support email I followed their facebook support page.
Good luck, to us all
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Well the thing is in Europe they pay for postage etc. anyways - I don't think anyone would want to pay for shipping to the opposite side of Europe!
I have been 'referred' to higher management - you can't contact them, they contact you. But then before my first RMA whenever I was told I would be called back Asus never did, so I'm not holding my breath on that.
In any case I've written a formal letter of complaint and will be sending that off today.
It's sad because my sister was going to buy a transformer but has gone the evil route of ipad2... Makes me sad as apart from all these problems the transformer is a fantastic piece of kit, but I just can't recommend Asus at all now. Shoddy repairs and quality control --> lost customers.

Well, sending it back again, they say it'll be prioritised because it's a repair of their shoddy repair...
I spoke to a senior repair person at the retailer and they thought Asus were being pretty terrible, and will start kicking up a fuss if Asus takes longer than they think is reasonable. Reasonable according to the retailer is 10 working days from receipt of the transformer, so we'll see.

Ok so, the asus guy said I couldn't get a replacement etc. and gave me the number for consumer direct so I could confirm this.
So I called, and it turns out they are legally obliged to offer a full refund or replacement because they had the opportunity to repair, didn't, and also because they took over 31 days from giving RMA number to item arriving back to me.
I was also advised to give them a short deadline to comply with this or I should contact the county courts to start legal proceedings.
Nice. Well done asus.

OH MY GOD. I think this may be the first time government legislation has done anything good for anyone. Know any lawyers? You should make sure you get one to draft an official letter quoting the specific law that states they must give you a replacement (I'm guessing you'll be taking that refund and buying something else though) otherwise they will probably just keep dicking you around. The problems generally aren't the fault of the company or the companies policy, but the fault lower level lazy staff who are just ignorant retards. Oh well, Good luck.

Poulsen8r said:
OH MY GOD. I think this may be the first time government legislation has done anything good for anyone. Know any lawyers? You should make sure you get one to draft an official letter quoting the specific law that states they must give you a replacement (I'm guessing you'll be taking that refund and buying something else though) otherwise they will probably just keep dicking you around. The problems generally aren't the fault of the company or the companies policy, but the fault lower level lazy staff who are just ignorant retards. Oh well, Good luck.
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Well it's sad because the transformer is awesome and I'd love to have a working one... but with this customer service... They have already lost a few customers because of it..
Also it's silly they tried to deceive me about the law... It's the sale of goods act and ALL retailers and consumer companies will know about it - it's the main consumer law not some obscure bylaw.
Actually I do know lawyers and they thought it was complete rubbish and that any judge would find in my favour almost immediately. However it shouldn't come to that.
The retailer knows the law, thinks Asus is being ridiculous and terribad (from the info I've given them) and will be confirming what I told them was true, and replacing for me. In the end it is ultimately the retailer's responsibility... Luckily they know their stuff, will actually talk to me on the phone (the Asus escalation support guy won't call me only send useless copy paste emails).
Either way Asus are awful and I'd definitely get refund+something else... If only there was something with the functionality of the transformer around at the moment.

Oh fantastic it has come back with a repaired screen! So nice and responsive and no significant lightbleed!
Shame the bezel (although replaced) is not attached properly (I can see through the mini-hdmi and headphone ports from the back) and has a very obvious, annoyingly placed dent in it (although small-ish).
Well done Asus, 2 RMAs and still not properly completed.
Really sick of Asus' shoddy RMA service... Reported broken on 15th July - now 25th August and it still has problems.

RMA again

Strange. My RMA experience was flawless. Reported audio jack broken on Thursday, Monday DHL picked it up, Thursday they returned it with a replaced jack. Took a week, perfect service.

I've already got three RMAs and up for my fourth The Dutch support is excellent however the Czech repair facility is the worst.
17 May they picked up my Transformer for the first time because of light bleed, dead pixel, not flush screen and not balanced speakers. After one week I got it back, nothing was fixed and it returned with a scratch on the bezel. Furthermore, before it was a TW sku afterward I got it back with WW sku (still same device, same serial etc.). This probably messed up my FOTA which I cannot find/receive until this day. I have to install all updates manually.
Around 1st of June they picked it up for a second RMA. After three weeks (waiting for spare parts) I got it back. Bezel was replaced and screen also. However, speakers still not fixed and the new screen got the same level or even a bit more light bleed. FOTA problem still there too. I did not RMAed it immediately because I wanted to take it on a holiday of three weeks.
1st of August, third RMA. After again waiting two weeks for spare parts it was returned 2,5 weeks later. Screen is perfect however a bit more sunken into the frame. Speakers and FOTA still not fixed. Furthermore, the tablet has now more creaking than ever, probably because bad reassembly.
So now I'm up for my fourth RMA to get those issues fixed. I already asked for a replacement unit which they say they cant give (they advised me to return it to the store in Taiwan where a bought it, if I want a new one which will cost me loads of shipping and custom taxes ). I already asked if they can send it to another repair facility. Negative they can't because the Czech facility is the only one (according to them) in Europe for the Transformer. The only thing they want to do, is to give me a fourth RMA. The rep also forwarded the messed up SKU problem to Taiwan HQ because he didn't know what to do about it.
So I'm doubting if I should send it again for RMA to probably be again not entirely fixed and lose it for another 3 weeks. Really Asus, before I thought Asus was good for its customers. But it really makes me think twice next time if I'll buy Asus or not because of this ****ty repair service.
What should I do?

flight777 said:
I've already got three RMAs and up for my fourth The Dutch support is excellent however the Czech repair facility is the worst.
17 May they picked up my Transformer for the first time because of light bleed, dead pixel, not flush screen and not balanced speakers. After one week I got it back, nothing was fixed and it returned with a scratch on the bezel. Furthermore, before it was a TW sku afterward I got it back with WW sku (still same device, same serial etc.). This probably messed up my FOTA which I cannot find/receive until this day. I have to install all updates manually.
Around 1st of June they picked it up for a second RMA. After three weeks (waiting for spare parts) I got it back. Bezel was replaced and screen also. However, speakers still not fixed and the new screen got the same level or even a bit more light bleed. FOTA problem still there too. I did not RMAed it immediately because I wanted to take it on a holiday of three weeks.
1st of August, third RMA. After again waiting two weeks for spare parts it was returned 2,5 weeks later. Screen is perfect however a bit more sunken into the frame. Speakers and FOTA still not fixed. Furthermore, the tablet has now more creaking than ever, probably because bad reassembly.
So now I'm up for my fourth RMA to get those issues fixed. I already asked for a replacement unit which they say they cant give (they advised me to return it to the store in Taiwan where a bought it, if I want a new one which will cost me loads of shipping and custom taxes ). I already asked if they can send it to another repair facility. Negative they can't because the Czech facility is the only one (according to them) in Europe for the Transformer. The only thing they want to do, is to give me a fourth RMA. The rep also forwarded the messed up SKU problem to Taiwan HQ because he didn't know what to do about it.
So I'm doubting if I should send it again for RMA to probably be again not entirely fixed and lose it for another 3 weeks. Really Asus, before I thought Asus was good for its customers. But it really makes me think twice next time if I'll buy Asus or not because of this ****ty repair service.
What should I do?
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Well, if you had bought it in the EU the retailer HAS to give you a refund after 3 repairs.
Because you bought it in TW you probably aren't covered by EU/local laws so I have no idea.
You could try taking them to court but you're meant to do that to the retailer not manufacturer as the contract of sale was with them not those who supplied the goods.

Ok so update:
The device has finally been written off! Still haven't got a new one though... But apparently it's being arranged (by retailer of course).
I've been through pre-exams --> uni summer holidays --> starting new semester on Monday with no transformer!
Nearly 2 months for them to just accept they ruined it with failed repairs.
...And I was just preparing documents to take the retailer to county court
Either way... Asus: Never again.

newegg return policy

I'm hesitant to write this post for fear of sounding like I'm just whining, but due to the build issues with this particular device, I think it's appropriate that I warn people who are planning to purchase from Newegg.com. Their return policy is 30 days FROM THE ORIGINAL PURCHASE DATE ONLY. That means, you have 30 days to RMA a defective device and any subsequent defective devices. If your 3rd device is defective, you're stuck with Asus' warranty.
To their credit, I contacted them by phone and they gave me a "one time only" exception. I wish I could just get a refund, but the item was purchased on a gift credit card that is not in my name, and that would be problematic. So, I have one shot to get an acceptable unit.
I've been doing business with Newegg for computer parts for years and they're service, selection and prices have all been excellent with this notable exception. I will probably continue to do business with them, but for an item like the tf700 that has known build issues, I recommend purchasing it from BestBuy or some place like that where you can return things a bit more easily.

i purchased mines from newegg and yesterday was feeling upset that i couldnt return it. I was at my wits end with this tablet. I was convinced to unlock and root, and since doing so, i am very impressed. This device is 10x better than when i first got it. So far, everything is running much smoother. I was hesitant to root because i didnt feel like going thru all that. but with the help of certain members, the process was very easy and i saw results right away.
Just my two cents.
Sent from my ASUS Transformer Pad TF700T using Tapatalk HD

timrock said:
i purchased mines from newegg and yesterday was feeling upset that i couldnt return it. I was at my wits end with this tablet. I was convinced to unlock and root, and since doing so, i am very impressed. This device is 10x better than when i first got it. So far, everything is running much smoother. I was hesitant to root because i didnt feel like going thru all that. but with the help of certain members, the process was very easy and i saw results right away.
Just my two cents.
Sent from my ASUS Transformer Pad TF700T using Tapatalk HD
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I'm actually having second thoughts about RMAing this one. The screen is not flat (visibly bowed out along the top edge) and it clicks a little. I'm afraid it will get worse over time or even crack. But, I actually love the performance. I haven't pushed it that hard, but the IO issues don't seem to affect my experience much. Knowing I only have one more shot at a good unit, without resorting to returning to Asus, I might just stay with this one and hope it doesn't fall apart.
Either way, I fully intend to unlock the unit I end up with.

esoxx said:
I'm hesitant to write this post for fear of sounding like I'm just whining, but due to the build issues with this particular device, I think it's appropriate that I warn people who are planning to purchase from Newegg.com. Their return policy is 30 days FROM THE ORIGINAL PURCHASE DATE ONLY. That means, you have 30 days to RMA a defective device and any subsequent defective devices. If your 3rd device is defective, you're stuck with Asus' warranty.
To their credit, I contacted them by phone and they gave me a "one time only" exception. I wish I could just get a refund, but the item was purchased on a gift credit card that is not in my name, and that would be problematic. So, I have one shot to get an acceptable unit.
I've been doing business with Newegg for computer parts for years and they're service, selection and prices have all been excellent with this notable exception. I will probably continue to do business with them, but for an item like the tf700 that has known build issues, I recommend purchasing it from BestBuy or some place like that where you can return things a bit more easily.
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They have have gotten real bad with their return policies over the years. I forgot a USB cable one time and they sent the RMA item right back to me. And wasted many days off my return period and then wouldn't honor it later. I stopped buying anything from there anymore.

esoxx said:
I'm actually having second thoughts about RMAing this one. The screen is not flat (visibly bowed out along the top edge) and it clicks a little. I'm afraid it will get worse over time or even crack. But, I actually love the performance. I haven't pushed it that hard, but the IO issues don't seem to affect my experience much. Knowing I only have one more shot at a good unit, without resorting to returning to Asus, I might just stay with this one and hope it doesn't fall apart.
Either way, I fully intend to unlock the unit I end up with.
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well if there are physical defects, i would definetly return it and get a new one.

esoxx said:
I'm hesitant to write this post for fear of sounding like I'm just whining, but due to the build issues with this particular device, I think it's appropriate that I warn people who are planning to purchase from Newegg.com. Their return policy is 30 days FROM THE ORIGINAL PURCHASE DATE ONLY. That means, you have 30 days to RMA a defective device
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Click to collapse
That is better than Tiger Direct. I bought a Prime when they were first available back last December. I had wifi and GPS issues but held on to the Prime for about 3 weeks hoping for a firmware update to address the issues. When I attempted to get a RMA from Tiger Direct I was informed that their return policy for tablets was 14 days. If I had known that I would not have purchased from TD.
Sent from my ASUS Transformer Pad TF700T using xda premium

My UK RMA Experience from Asus Service Czech

For the background to my issue please read the following thread;
http://forum.xda-developers.com/showthread.php?p=44279573#post44279573
This thread is to give my experience of the RMA service that I have received, not the fault itself which was "fixed".
So essentially I was advised by Asus support that DHL would come with a special box to take the tablet away and to send all accessories such as the charger with the tab. However the DHL email said that I should pack in my own box and not to include any accessories. It was not clear to me whether the keyboard and charger would count as accessories or not. I decided not to include the charger as I had already verified that wasn't the cause of my issue and the charger is listed on Asus's own website as an accessory. However I was later told that I should have included the charger. All a bit confusing, mixed information but a small issue when you read below. I can't fault the tracker service or the speed of the "repair" either. I was happy to know exactly where my tablet was at all times and that it wasn't going missing.
Now everything I thought was fine until my I opened the box last Friday with my freshly "repaired" tablet. Like many of you guys I take extremely good care of my tech. I could have easily passed my tablet off as brand new with not so much as a hairline scratch on it after 10 months use. You can imagine my horror when I saw what it looked like on return. Essentially the list of problems is as follows;
Curve along bottom edge of tablet that should be flat.
Screen not fitted properly on right hand side.
Screen not fitted properly on left hand side.
Damage to case on power connector socket.
Plastic strip on top rear not fitted properly.
Haptic vibration creates a noise like a duck quack.
HDMI output has horrible red interference.
Glue residue on back of casing.
I have attached images below for you to see the quality of the repair work. What is especially annoying is that when I first called up to complain on Friday the only thing they were interested in was if I had pictures from before I sent the tab in. I am annoyed because when I raised a concern about the quality of repair work prior to sending my tablet I was assured by Asus Support that the repairers were monitored for quality of work and everything would be fine. It was only because of my mistrusting nature with this type of thing that I took pictures showing the condition it was in and how I packed it.
It should be noted that I only expected the battery to be replaced during the repair. According to the service report the screen and the motherboard were also replaced. I now believe that they must have been damaged during their removal from the now damaged shell case. To cover their tracks they listed faults with them which would require replacement such as "mechanical fault". I am absolutely furious with Asus over this shoddy repair and have informed them that I do not accept the repair and am seeking a new tablet to replace the one they have ruined. I am yet to have a response after sending them the pictures and I will keep the thread updated as I do. :crying::crying::crying:

Mine is in Texas right now with digitizer problems. Mine is as yours WAS, like new in appearance. I hope to God it is returned in the same condition. There is no excuse for returning a customers stuff in that condition. If they botched up the repairs that badly they should have replaced it.

Good luck, hope they resolve it for you. It clearly appears from your pics that they botched the job and owe you a replacement.
I recently had my digitizer repaired by the Texas facility and mine came back in the same pristine condition it was in when I sent it and the repair was without problems.
Keep us posted.

That truly is one awful repair job.
"Haptic vibration creates a noise like a duck quack."
This did make me laugh tho

flumpster said:
That truly is one awful repair job.
"Haptic vibration creates a noise like a duck quack."
This did make me laugh tho
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Yeah, if I wasn't so annoyed I'd probably find it funny too.... Sound file uploaded for your consideration... (I had to zip it as the forum didn't like mp3 or aac).

I'm sorry to hear all that mate! That is shocking. Stand your ground and don't take no for an answer.

I appreciate the kind words folks. Apparently my photos have been forwarded to the correct department within Asus. Which I hope is the "sending out new tablet department".

Your case tells me I should consider myself lucky they (the same service center) only slashed the box!
Sent from my Xperia Neo V using xda app-developers app

Wow, talk about screwing up a repair... This reinforces my belief that sending in my 700 for a screen repair (a nice crack in the upper right corner) is a bad idea.
Good luck with the fight ahead!

An update for everyone. I sent over the pictures of before and after as requested. My email was rejected as being too large (around 12Mb I think it was). I asked what was the maximum size email I could send and received no response. I then decided to split the email in to 5, ensuring that each email was less than 5Mb. Over a week later I enquired what was the status to be told the person dealing with my request was on holiday and would reply the next day. I duly received a reply saying that they still needed pictures of (.....) so it seems they could only find 1 of my clearly labelled 5 emails (number 1 to 5).
I was also informed that I would not be entitled to a replacement tablet as warranty only provides for a repair. I replied to that email by saying that "I am also entitled to a quality of repair that doesn't damage the rest of my tablet in the process. I am not claiming for warranty repair work to be done on my tablet, I am saying that during the warranty repair of my tablets battery, my tablet was unneccessarily damaged due to poor workmanship and now needs replacing."
The last email I have received says they have now got the photos and my request has been forwarded to "higher management". I don't know who higher management is, but let's hope it is someone who is just as horrified as me at the quality of repair work and agrees that somoene paying top price for their electronics and takes the time to look after them properly, should not have to accept such poor standards from Asus themselves. They're making it really hard for me to ever consider spending money on an Asus product again.
Once again, fingers crossed.

I have receied a response from Asus;
"Dear John,
Thank you for awaiting our response.
Kindly note that the management investigated your case and decided to offer you a free of charges repair.
They came to that conclusion as the key out video, the video that record whether a customer’s unit left the repair centre in a good condition was of poor quality, because so we can't see if the unit was damaged or not.
Please let me know if you want to proceed with the free of charges repair? Once your response is received I will create a new repair RMA to and book a collection. What would be a convenient collection date?
We look forward to your response.
Kind Regards,"
I read that to mean: Asus can't prove that it wasn't their fault the tablet was damaged, and I can. Therefore they will just repair it for me. I am supposed to be grateful that this won't cost me anything. For my inconvenience they are offering me nothing in return. I would have thought at least they would have offered some sort of token to apologise, even if they won't replace the tablet.
What do you guys think? If they repair it and it looks as good as it did previously, I wouldn't have a problem. I'm just worried that it will come back looking as bad/worse. My real concern is that if the outside is a mess, is the inside put together properly? Is the tablet going to fail in another few months because a connector hasn't been put on properly inside, or a wire has been part way cut through/trapped, etc, etc...
I've emailed them to have one more try at getting a replacement, which I really think is the honorable thing to do. At least I know what kind of company Asus aspire to be. Currently I don't think I'll be going anywhere near anything Asus ever again.

Imho they should replace it, they made a mess with the repair so it's their fault. You sent the device in perfect condition so their duty is to send it back after repair in the same condition. I wonder what they mean with repair now, replacing the body and keep the internal parts or what.
Whatever, if you accept this repair offer make it clear that you expect a perfect repair and also the device must return in perfect condition, wtf, you paid for the damn thing. Good luck!

Thanks for the reply and support.
I'm rightly playing hardball so avoided asking details of the proposed repair. Don't worry though, I would need to understand exactly what their proposed repair solution is before I would agree or send away my tablet to them again. Unlucky for them that I'm a professional mechanical design engineer used to dealing with quality engineering.

Gudders said:
Thanks for the reply and support.
I'm rightly playing hardball so avoided asking details of the proposed repair. Don't worry though, I would need to understand exactly what their proposed repair solution is before I would agree or send away my tablet to them again. Unlucky for them that I'm a professional mechanical design engineer used to dealing with quality engineering.
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I RMA'd my Asus TF300T around 3 months ago due to LCD banding and light bleed (Asus UK service center in the Czech Republic). There were numerous problems with the repair. Firstly, the charger was badly scuffed, the plastic casing was popping out (exposing the headphone jack and other ports) , the screen was on an angle, the glass wasn't glued down securely (movement/creaking) and they managed to chip part of the plastic surrounding the screen. I showed the problem to the store's manager (Argos, as I let them deal with it) and she agreed that she would let me have an exchange or pick a different tablet without argument. I exchanged for a Note 10.1.
Hope your issue gets resolved.

I would INSIST on the tablet being replaced and not repaired. It's pretty obvious that they can't make proper repairs already.
BTW: I got mine back with no cosmetic damage at all. So a proper repair is possible they just need some new employees at that repair facility.
Mine was in for the touch screen. I have no idea what was done. Right after I restored all my apps, about 4 hours, it started acting badly again. I called Asus on the phone. I was given another RMA and emailed a return shipping label. During my phone call I turned off the tablet. It was powered down for about 15 minutes. I powered it back up and have not had one incident with the touch screen since! Its been a week without trouble from the screen. I called to inform them at Asus and was told the RMA is good for 30 days. If problems develop just use it to send it back.
So far, so good.. .. .

It seems that Asus are are refusing to budge on the issue. My concern now is that due to the bend and stress on the screen at some point in the future it may crack and I'll be left without a tablet forever, so it seems I may have to relent and send it in for repair anyway :crying:
I have still had no answer from Asus on the following;
The screen was replaced, including the LED backlight. I have no idea why they were. A problem has been listed of "Abnormal lines on display". I never reported such a fault. My suggestion is that the screen was damaged on removal at the same time as the case was damaged through carelessness.
The motherboard was replaced. Again I have no idea why. I don't know if the charging issues related to the motherbaord or not. I don't believe so as everything else functioned correctly. Was the motherboard also damaged on removal?
"Mechanical Error" was listed as a problem. I have no idea at all what this refers to. The keyboard has not been touched, thankfully, and except for the power/vol buttons (which are terrible to begin with, and worse now) what else mechanical is there?
Asus have offered me nothing as a token of apology. I would have expected at the least to send me an accessory, or money off asus products in the store, something along those lines. Nothing, zip.
My folks were looking into buying a tablet and I was recommending them a Nexus 7. However that will definitely not be happening now. If anyone else is having second thoughts, or actually cancelled/changed their mind on buying Asus after reading this please PM me. I'll be happy to forward the statistics to Asus themselves.

Gudders said:
It seems that Asus are are refusing to budge on the issue. My concern now is that due to the bend and stress on the screen at some point in the future it may crack and I'll be left without a tablet forever, so it seems I may have to relent and send it in for repair anyway :crying:
I have still had no answer from Asus on the following;
The screen was replaced, including the LED backlight. I have no idea why they were. A problem has been listed of "Abnormal lines on display". I never reported such a fault. My suggestion is that the screen was damaged on removal at the same time as the case was damaged through carelessness.
The motherboard was replaced. Again I have no idea why. I don't know if the charging issues related to the motherbaord or not. I don't believe so as everything else functioned correctly. Was the motherboard also damaged on removal?
"Mechanical Error" was listed as a problem. I have no idea at all what this refers to. The keyboard has not been touched, thankfully, and except for the power/vol buttons (which are terrible to begin with, and worse now) what else mechanical is there?
Asus have offered me nothing as a token of apology. I would have expected at the least to send me an accessory, or money off asus products in the store, something along those lines. Nothing, zip.
My folks were looking into buying a tablet and I was recommending them a Nexus 7. However that will definitely not be happening now. If anyone else is having second thoughts, or actually cancelled/changed their mind on buying Asus after reading this please PM me. I'll be happy to forward the statistics to Asus themselves.
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Any update?

mr.fast said:
Any update?
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Not as such. I have been given an address that I can write to to lodge a formal complaint;
FAO Service manager
AsusTek U.K. LTD.
1st floor Hemel One
Boundary way
Hemel Hempstead
HP2 7YU
I am waiting for an RMA number so I can send my tablet back for a second repair. I have been assured that the service centre will be prepared and will make ammends for the poor repair that was done last time. I have no other choice but to go with this option for the time being. I have no idea what response I will get from the above address

Gudders said:
Not as such. I have been given an address that I can write to to lodge a formal complaint;
FAO Service manager
AsusTek U.K. LTD.
1st floor Hemel One
Boundary way
Hemel Hempstead
HP2 7YU
I am waiting for an RMA number so I can send my tablet back for a second repair. I have been assured that the service centre will be prepared and will make ammends for the poor repair that was done last time. I have no other choice but to go with this option for the time being. I have no idea what response I will get from the above address
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Any chance of an update ?

boakesm said:
Any chance of an update ?
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Tablet has been with Asus since 24th September back at Brno, CZ. Anticipated completion date of next Monday 7th October. It only took a week to "repair" last time but they may be having a closer look at what has gone on and take a little longer. I'm happy for them to do that and get it right. Just a shame that I am away in Italy at the back end of this week on business and it would have been great to have my tablet to watch a film, keep up to date, etc.
Once I receive it back I shall be writing my complaint letter.