So I just discovered a side on my bezel that "clicks" in a little. I didnt notice this before and ive had the tablet for about a week and a half. It doesn't bother me that much but I wonder if it didn't exist or got worse since I've gotten it. I can still exchange it with best buy but I dont really want to seeing as it doesn't bother me and I think I got pretty lucky cause I don't have any other problems with the tablet. So I want to keep it, but the only thing thats worrying me is the possibility of it getting worse.
Say it does get worse. If in 3 months the bezel starts to come off or something, what's Asus's included warranty. Is it a year? And how good is the coverage, will they replace it if I didn't do anything to damage it? Anyone have some experience?
Sent from my ASUS Transformer Pad TF700T using xda app-developers app
I actually think that their warranty and RMA system is pretty good. The length of the warranty is written on the sticker with the serial number on it. It is the 2 small numbers at the end and should say "12" (meaning 12 months). I RMA'd my TF201 for a broken HDMI port a couple of months ago. I was a little anxious doing this as there were some horror stories on the Prime forum. However, it went really smoothly for me. It took about 10 days door-to-door. The only thing I had to pay for was shipping it to them. My Prime came back repaired and looking just as it did when I first sent it to them. Unfortunately it came back with the bootloader relocked and I was unable to unlock it again ('unknown error' problem) so I sold it on CL and now have a shiny new TF700!
paddycr said:
I actually think that their warranty and RMA system is pretty good. The length of the warranty is written on the sticker with the serial number on it. It is the 2 small numbers at the end and should say "12" (meaning 12 months). I RMA'd my TF201 for a broken HDMI port a couple of months ago. I was a little anxious doing this as there were some horror stories on the Prime forum. However, it went really smoothly for me. It took about 10 days door-to-door. The only thing I had to pay for was shipping it to them. My Prime came back repaired and looking just as it did when I first sent it to them. Unfortunately it came back with the bootloader relocked and I was unable to unlock it again ('unknown error' problem) so I sold it on CL and now have a shiny new TF700!
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Unfortunately my RMA experience was polar opposite to yours. 2 months without a tablet and NOTHING was fixed, it was returned with broken components exactly as i sent it. Very little communication, horrible customer support, we even got hung up on when we called about it. Overall -1 / 10 for customer service.
I havne't used the Asus RMA service yet (and probably never will), but I *have* read *alot* of horror stories about people getting the device back in worse shape than it was in when they sent it to them.
Plus, Asus makes you pay the shipping, which really blows - if there is a defect that I didn't cause, I should not have to pay to ship it to them to get it fixed.
I love the idea behind the Asus Transformer line of devices, but to be honest, Asus really kinda sucks overall (software QA, hardware QA, tech support and hardware support).
Their QA is simply un-acceptable - folks should *not* have to worry about exchanging a $500 device 5 or 6 times in order to find one that is just "acceptable".
I really can't wait until other vendors start making nice keyboard docks - when that happens, I think I will be saying goodbye to Asus for good. Unfortunately, right now there just isn't much real competition with a good keyboard dock, but they are slowly starting to crop up.
Sent from my ASUS Transformer Pad TF700T using Tapatalk 2
pileot said:
Unfortunately my RMA experience was polar opposite to yours. 2 months without a tablet and NOTHING was fixed, it was returned with broken components exactly as i sent it. Very little communication, horrible customer support, we even got hung up on when we called about it. Overall -1 / 10 for customer service.
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Which repair facility did you send it to and when did you RMA? Reading that thread on the Prime forum it seemed that the facility in Texas that I sent mine to was absolutely clueless to start with. They did seem to improve after a few months after the release of the Prime lol. I think yours might have been one of the horror stories that made me not want to RMA!
Sent from my Nexus 7 using xda premium
I believe happily there is no shipping fee when you RMA in Europe.
Hopefully Lenovo will start with a kick with their tablet+dock bundles, but so far they have worse times between announcing and actually selling than ASUS.
RMA'd other items
Sent a PC motherboard back to them a few months ago.
I got the same board back repaired after a month (they covered shipping.)
Sent a soundcard back to them last year and got a brand new card back after one week.
12 month limited warranty is not too bad on this tablet.
The registration process on the Asus member site kind of scared me.
Said my S\N was invalid...retyped it 10 or 11 times and it finally flew.
Thats OK said:
Sent a PC motherboard back to them a few months ago.
I got the same board back repaired after a month (they covered shipping.)
Sent a soundcard back to them last year and got a brand new card back after one week.
12 month limited warranty is not too bad on this tablet.
The registration process on the Asus member site kind of scared me.
Said my S\N was invalid...retyped it 10 or 11 times and it finally flew.
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Really strange how you guys struggle with RMA, why does the retailers not assist you guys aswell?
Degaron said:
Really strange how you guys struggle with RMA, why does the retailers not assist you guys as well?
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Amazon has been vewy vewy good to me (no sweat on the occasional return.)
So for all my no tax high dollar purchases I will usually run to them (that's if I am able to wait a day or two.)
The other 2 things came from Fry's (carry out) and after 14.999 days your a bit out of luck with them as a retailer.
Don't forget that depending on your credit card you have some protection.
Sent from my Galaxy Nexus using xda app-developers app
All I can say is that thier RMA experience sucks. I had to send mine in after I bricked it and they not only waited 4 weeks to finally contact me but I contacted them 6 times and finally got to talk to a supervisor and ripped his @$$ for the piss poor customer service. The day after my final call they finally contacted me with the repair cost of $279 to replace the motherboard and labor. We'll have to see how long it takes them to repair it and send it back. Needless to say I'm not buying ASUS products anymore.
I cannot vouch for Asus TF700 warranty, however I did purchase a UL30A from them a couple of year ago. During a flight the corner (hinge) cracked and I sent it in (I paid for outbound shipping). They replaced the plastic casing, but didn't actually replace the hinge and over the next 6 mos the piece came loose and disjointed. Now I have to be very careful when I open or close the lid and I usually keep it open just so I don't stress the joint. I wasn't thrilled with their job.
My TF700 (just started yesterday) has a weird screen click (very faint) when I tab sometimes depending on how hard I tap and where I hold it. If this problem worsens I will probably return it through my credit card (many credit cards extend the return period) and get a new one.
Related
Hi All
Had to return my Sensation to HTC for repair, due to the dreaded unresponsive screen issue. They have now had my phone for 9 working days, and the on-line tracking status has not changed from 'We are currently testing your phone.' (which I think basically means the phone is sitting on a shelf waiting for an engineer).
Rang nealy every day, get a different story each time. Originally was told up to 7 working days for repair, then 7- 10 and now up to 14 days! This is in spite of the fact the warranty specifically states 5 working days as the target.
Anyone else had to return their phone? How long did it take to get it back?
Have written a letter demanding repair or replacement, sent on Friday recorded delivery to head office.
when i had to return my HTC HD, on both occaisions it took 8 days in total from having the phone picked up to delivery of repaired device.
Prehaps they are awaiting stock of parts due to it being a new device, or they have yet to find your issue. Usually the status changes to "in repair" when they have diagnosed what the fault is.
Thanks, but they have not said anything about requiring or being short on parts.
9th working day now since device was returned to them.
There have been some dreadful stories recently about delays at the service centre:
http://www.theregister.co.uk/2011/05/18/htc_failed_support/
They had a link on the HTC UK Facebook page about this, dunno if its still there
Sent from my HTC Sensation Z710e using XDA Premium App
its the 9th working day today since they have had my sensation too! Very annoying!
Have you contacted them? What do they say?
Mods DELETE!
Pathetic isn't it?
They can't talk to the repair centre to find out the status! And they can't talk to each other, they use some IM software to communicate with each other.
Had many promised call backs, only one materialised.
According to their own warranty statement, they should repair within 5 days:
http://service.europe.htc.com/terms.aspx
1. Estimated turnover period
We estimate that we will normally be able to complete orders and return the units to most mainland addresses in the UK within 5 working days from receipt of the unit. Where the repair requires parts to be specially ordered or delivery to remote areas of the UK, or to other countries, this may take longer. HTC EU will endeavour to complete all orders within 5 working days from clearance of payment or warranty authorisation.
im very annoyed. just fake promises. they were meant to be good. F*K knows what happened to them now, but they just pi$$ me off.
should never have sent my device to them. i feel like going to Huntingdon to the repair centre, marching in, and grabbing my phone and coming back out!
They said they cant do a replacement as the device can be repaired!
I've wrote a letter asking for repair or replacement within 3 working days, as a timely repair/replacement is our right under the Sales of Goods Act.
Thats nothing! I sent SGS2 back for repairs and it took 40 days! believe me I contacted them continuously after the promised 14 day turn around! When I finally got it back it was so badly scratched I sent it back again for new housing, that took 8 days. Including postage times over 54 days without the device! Mobicity was the seller, I dont recommend them!
My letter which they received today seems to have made a difference, as status has now changed to ' We are repairing your phone.'
Well count me in on the HTC warranty issues.
I am still wondering why I should by a Sensation instead of the SGS2.
Ok, sit down ..... my HD2 has been in repair since the end of March.
It has been returned 3 times since it was never working like it should and now last week Friday I got a refurbished one.
Now the refurbished ones keypad doesn't light up on one side which is really annoying, so I wonder what they will do now? Will they repair the refurbished one and keep me another month without it?
It's not only that but the communication and the handling of the procedure is pathetic. Everytime you get someone else on the line you get another story.
Also HTC says that the complete repair didn't take long because it were 3 seperate ones. According to me 3 months without a working phone is 3 months periode. And it is not that it is about a cracked or broken screen, so there is no debate about warranty or not.
This one is amusing to read but unfortunately the sad truth, I also posted my experience.
http://happyemergency.tumblr.com/post/6777171158/5-months-of-customer-service-hell-with-htc
What a great read, disappointing but very good.
What are your top tips if anyone else is stuck in this situation?
Jasand said:
What a great read, disappointing but very good.
What are your top tips if anyone else is stuck in this situation?
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Well lets say that I have had to deal with those situations on a professional level in my past role and infact I learned alot by doing this.
There is one webpage that you need to read and use in your advantage.
For us EU people you need to know your EU customer rights.
Not alot of people or even big companies know (or want to know) this!
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31999L0044:EN:NOT
You will find some interesting stuff in it like acceptable repair time etc etc.
This warranty stuff applies to all consumer goods, not even electronic stuff!
I write everything down, like name, date and time and what has been said.
If the thing is taking way to long you ask them to open up the online ticket
Like this http://contactus.europe.htc.com/wFrmMailLogin.aspx
They need to open it up for you. It will not work untill they change something in their system!
By having that you can leave a comment with date/time etc and there is no way that they can tell you stuff which isn't right because afterwards you can point them at this log.
Also point them to that EU law it might help.
saquib said:
My letter which they received today seems to have made a difference, as status has now changed to ' We are repairing your phone.'
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Well after 13 working days of HTC having the Device and telling me we are currently testing your phone.
3 complaints filled in
2 Escalations
i get a call from the supervisor.
The repair Center have lost my device. MY BRAND NEW UNMARKED UNSCRATCHED Sensation. and they have no idea where it is. it was signed for by HTC engineer when UPS delivered it but from then they have no idea.
now they have no sensations in stock at the repair center. so i either wait but they dont know how long. or take an alternative phone, as sensation was top dog, all alternative phones will be lower spec. i asked for an EVO 3d but as it isnt released i cant have that.
but they do have to provide me with a brand new device.
lukesan said:
Well count me in on the HTC warranty issues.
I am still wondering why I should by a Sensation instead of the SGS2.
Ok, sit down ..... my HD2 has been in repair since the end of March.
It has been returned 3 times since it was never working like it should and now last week Friday I got a refurbished one.
Now the refurbished ones keypad doesn't light up on one side which is really annoying, so I wonder what they will do now? Will they repair the refurbished one and keep me another month without it?
It's not only that but the communication and the handling of the procedure is pathetic. Everytime you get someone else on the line you get another story.
Also HTC says that the complete repair didn't take long because it were 3 seperate ones. According to me 3 months without a working phone is 3 months periode. And it is not that it is about a cracked or broken screen, so there is no debate about warranty or not.
This one is amusing to read but unfortunately the sad truth, I also posted my experience.
http://happyemergency.tumblr.com/post/6777171158/5-months-of-customer-service-hell-with-htc
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Click to collapse
That's a shame here in sweden if you send you phone back 3 times within 3 years for the same problem they will
Refund full price or give you a new phone, and if you have 4 different problems within that 3 years then the same money back or new phone
Sent from my LT15i using XDA Premium App
Poker gypsy said:
That's a shame here in sweden if you send you phone back 3 times within 3 years for the same problem they will
Refund full price or give you a new phone, and if you have 4 different problems within that 3 years then the same money back or new phone
Sent from my LT15i using XDA Premium App
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Rang up the HTC Care Team today. Because they lost my Vodafone branded device. They have decided to send me a brand new unopened unbranded Sensation. which i would receive in 3 working days also
http://www.htcaccessorystore.com/uk/p_htc_item.aspx?i=185326
a free Bluetooth headset as compensation.
well glad that should be sorted, and will update when i receive it
also i will get a letter confirming what happened and a fresh warranty from the date i receive my device
OP:
I sent my sensation back to HTC two weeks because of the screen issue, but mostly because of a faulty earphone jack.
Yesterday the phone came back, after 16 days and guess what?? They didn't fix the earphone jack!!!
So I rang them, they apologised and asked me to send my phone back, which I did this morning!!
WTF HTC!!!?? Get your s**t together!
Thinking about returning due to a lot of "creaks" on the tablet where the back meets the metal rim and also the leaking on the IPS screen on both the bottom and right side. I bought it from Best Buy maybe a month ago now. Think it would make more sense trying to go back to Best Buy or calling Asus directly?
Thanks
Best buy, you get 45 days if you're a silver member, 30 days otherwise. Do not go to Asus unless you are beyond the return period of BB
I am beyond 30 days now, ordered it around June 6.
I have the same question. Any way of getting an exchange somewhere without a reciept or is RMA the only hope?
Based on a lot of feedback, it sounds like RMA is really hit and miss. I dread shipping this thing to Asus RMA Center in Texas.
I was lucky I guess that my TF lost its screen 3 days before my 30 days were up at TigerDirect. I did have to drive down to Atlanta to get it swapped but I work down there so I just scheduled a work day and swapped out my TF on the way... New one is a B6, old one was a B5. Light leaks are worse but at least the screen works... LOL
If u used an Amex card you have 90 days to return an item, dont know if it helps you though.
30 days at bestbuy? I thought it was only 15...
Sent from my Transformer TF101 using XDA Premium App
silver is 45, i know with some items you have 30 days with BB.
If desperate a lot of places will do exchanges without a receipt, but on big ticket items it's less likely. Worst case scenario they say no.
Sent from my Transformer TF101 using XDA Premium App
It's 14 days for tablets at best buy....
Silver is 45 days, not sure if that applies to tablets or not.
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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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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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.
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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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
In case anyone is considering buying a new ASUS tablet in the future, I would like to relay my own experience with my Infinity. I got it when it first came out last year and was immediately disappointed with the I/O issues and constant app hangs/crashes, but I forged on and learned to accept the tablet for what it was. After a few ASUS software updates, I began having a lot of issues. First came the random black lines that wold flash on the screen and instantly disappear. Then, I started getting random reboots/shutdowns. Once again, I had to learn to live with these annoyances while my brother's iPad, which is a year older than my Infinity, chugs along perfectly with nary a hiccup. Finally, after one of their latest updates, my bluetooth died and nothing would get it to come back up. Not reboots, terminal commands, factory resets, or cold boots. So, I chatted with ASUS tech support and they eventually gave me an RMA. I spent $20 and half an hour to send the tablet to their repair center and got the tablet back a week later. The bluetooth was fixed (probably by just downgrading the FW as it came back with 4.1.1), but they somehow managed to dislodge the vibration motor so that it now buzzes against the back casing instead of vibrating the tablet. They also didn't fix the black line problem or the random reboot problem. I also swear that the WiFi is worse than when I sent it in. So, after all this, I am left with an even more inferior tablet than before I sent it in which was already pretty inferior to begin with. Given this experience, I will not be buying ASUS products in the near future until I can be thoroughly convinced that their quality issues have been resolved and that they have better CS/warranty practices.
Sorry for ranting.
There is nothing wrong with the hardware of your tf700 (excpt vibrator offcourse!) it's just software if you still have it try installing a custom ROM!
Sent from my TF300T using xda app-developers app
I actually had a really good experience with ASUS warranty repair. My screen went bad after about 3 months and I called CS, who after a few diagnostic steps told me to send it in for repair - it went to their Texas center. I got it back in about 2 weeks and haven't had any problems since.
AxpStoli97 said:
I actually had a really good experience with ASUS warranty repair. My screen went bad after about 3 months and I called CS, who after a few diagnostic steps told me to send it in for repair - it went to their Texas center. I got it back in about 2 weeks and haven't had any problems since.
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I hope that holds true for me - I have to send mine to Texas to get a bad digitizer repaired.
As a recent (first and last time) Asus buyer, I just wanted to share my concerns re their standard terms and conditions.
I purchased an Asus Google Nexus 7 tablet from a well known online catalogue shop in April as a birthday present for my 13 year old son. Within the first 3 months of ownership, the tablet has developed a minor fault whereby the headphone socket is now just playing back one channel only.
If you Google headphone issues for that device, you will get plenty of hits!
The online catalogue retailer referred me to Asus direct. I started the online RMA process via the Asus website. I was forced to accept two sets of T&Cs that threaten me with hefty charges for courier charges plus labour if they decide it was not a manufacturing defect.
I wrote to Asus Uk and complained their T&Cs undermined my statutory consumer rights. Under law, within the first 6 months, the onus is on them to PROVE that it is not a manufacturing defect. Their 2 sets of T&Cs that they ram down your throat do not acknowledge this. Asus UK also refused to acknowledge this when I wrote to them and cancelled my ongoing RMA, without my prior consent, as I was not accepting their T&Cs.
Whilst I am confident we have done nothing wrong (the device is in otherwise immaculate condition as it has been kept in a heavy duty double-layer shock protection case with integrated clear hard plastic screen cover from day one), there is nonetheless an element of risk in this process.
What if their technician "decides" it is not a warranty repair? I will then have a choice of challenging them whilst they still hold on to my device or paying 3 figures upfront to get my device back and then challenging them afterwards. As a consumer I think it is grossly unfair I should be forced to accept such a position with a gun to my head.
It is completely different from Apple where I took an iPad with a charging issue to their shop and they replaced it with a brand new one on the spot and helpfully transferred all my apps over. No questions asked.
I guess it is true...you do get what you pay for
My advice is buyer beware and avoid Asus like the plague!
I heard the service is different in Europe that they can't replace your motherboard when it is unlocked and you have a manufacturer fault is this true?
Sent from my sensational HTC Desire C