Hi all,
As it seems most of us suffer from the faults the early version of TP came with.
I myself have a hot GPS that looses connection, my black paint is comming off the alaluminum part of the housing, my speaker volume is way to low to understand the caller,...
As I disvovered all this problems during the first days of testing, I asked the retailer (2call.nl) to take back my TP and replace it with a non faulty one (if HTC has already implemented counter measure for all this faults), or at least a slightly better one (I would continue the exchange process with HTC until I got what I expect for 500 EUR).
Unfortunately not only the TP device is below my expectations, but also the service.
2call refused to take my device back, as I already used it.
For two weeks I am writing mails to 2call and HTC to teach those people in European law (two weeks retun right even without reason).
HTC confirmed this, but can unfortunately not help me directly. Changing my TP has to be done by the retailer, HTC said. All They can do is send it in for repair (to EuroTwice.be).
Now my questions:
Did anybody here managed to get his device replaced by a new one from his retailer (or maybe by HTC directly)?
Any experience with EuroTwice? Are they fast, good organised, reachable by phone and speaking english or german?
I am leaving to Japan in two weeks, and want to get a working TP device before I leave.
With the current service disaster I am in, this however seems to be mission impossible.
If your getting pealing paint then your device has more than enough reason to be replaced. That alone while cosmetic is covered under normal defects and faults. Remind the company of that.
You should get a replacement. If they refuse again threaten youll be in touch with your [Netherlands equivalent] of trading standers as they are breaking eu trading laws.
HTC is perfectly correct, your contract is with the shop that you purchased it from, im not sure about your local law but using UK law it firstly isnt fit for the purpose it was intended, secondly so long as its not down to ware and tear or missuse you can claim its faulty, both of these are grounds for refunds let alone repair. The question usually centres around wether or not it was missused, ie excessive heat applied or water, which is why the store you purchased it from would send it to an authorised HTC centre for repair or replace.
your out side of the distance selling act of 14 days so thats not usable, your only course of action is to demand it retured to the manufacture for evaluation due to manufacture defects, its important to point out to the shop that its not them your enoyed at, if you go barging in with a i know my rights atitude they are unlikely to help you, also speak to the boss during the week, you may have spoken to a part time supervisor pretending to be boss esspecially at the weekend
Failing that, phone their head office making sure you get the names of everyone you speak too, and finally last resort contact your local trading standards office, its important you try all avenues before going there tho.
good luck!
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.
Click to expand...
Click to collapse
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
Hi,
I sent my 3 day old mobile into Virgin Media for a loose home button (doesn't register clicks properly) and was called today to say it would cost £200 to fix as the phone has been rooted and this voids warranty. Initially they agreed a door swap as I was within 14 days, and then phoned a day later to say it had to be sent for repair instead.
Yes, KNOX is tripped but I've read many reports in the UK warranty should still be covered. Can anyone advise me a little further in UK law? I've asked for the handset to be returned. It was returned to stock via Odin before sending in, so it's the Knox trip they're hedging this on.
Cheers
For anyone in the UK interested in following this, all my updates are here - http://community.virginmedia.com/t5...o-root-Galaxy-S6/td-p/2918695/highlight/false
Consumer advice have been contacted, with me hoping they'll go to trading standards. My personal opinion is they are wrong on two counts, cancelling the doorstep exchange within 14 days, and obviously denying the warranty on a hardware issue which everyone knows cannot be proven to be caused by rooting. Have to wait 3 working days (till the end of this week) till they get back to me. Phone returned today with a generic letter saying the issue isn't covered by warranty.
I think tampering with the device in anyway voids the warranty.
Sent from my SM-G920T using XDA Free mobile app
Even after writing to VM and quoting the laws Citizens Advice told me to they are still refusing. Up next it will be the small claims court.
I know about all the opinions and evidence about KNOX and Samsung on the web, but the EU makes it quite clear consumers are in a strong position when it comes to flashing.
How it can be okay to use your own software on one electronics device and not another (PC vs mobile), and even between two mobile companies (Google vs Samsung) is something we should have clearer laws on in this digital era. We even have cases of Samsung repairing KNOX voided phones. It can't be a situation where it's sometimes okay, then other times not, the law isn't as flexible as that. Either it is okay to flash mobile devices, or it's not.
I will let everyone know how this continues to pan out. I've also contacted the FSFE team for further advice on their article - https://fsfe.org/freesoftware/legal/flashingdevices.en.html
Just an update. I was contacted by the CEO's office, Tom Mockeridge, who have stated that their repair company UTL state installing 3rd party software is first and foremost misuse, and secondly that the phone is now corrupted. Corruption to them meant that it cannot be returned to stock samsung firmware, which it has been... and that the motherboard needs replaced costing £204.
Besides the fact there is plenty of evidence of KNOX tripped phones being repaired/exchanged in the EU, I'm confident "misuse" and "corruption" will not hold up in court. The phone operates fine besides the issue with the button.
To comply with their complaints process, which going via CAB and small claims isn't, I will write to CISAS as well - http://store.virginmedia.com/content/dam/eSales/Downloads/Consumer Complaint Code of Practice.pdf
Hello all,
There are multiple reports of the screen on this phone failing. When customers file an RMA and send their phone to customer service to get it fixed under warranty, ASUS attempts to blame the customers even when their phones are in pristine condition.
________________
Update 5/22/2019
After weeks of emails and forum posts with ASUS, 3 out of 5 customers have been able to get ASUS to repair the screen at no cost. So if you're dealing with this issue, don't give up!
Proof ASUS used fake photos to avoid honoring their warranty:
https://forum.xda-developers.com/rog-phone/help/zs600kl-screen-dead-t3915901/page3
________________
If your phone's screen fails:
If you're able to return to the seller that would be your best option. 30 days with Amazon.
---- https://www.amazon.com/gp/help/customer/display.html?tag=detailedview-20&nodeId=201840590
File an RMA https://www.asus.com/us/support/article/818
Post a new thread on ASUS ROG Customer Support Forum https://www.asus.com/zentalk/forum.php?mod=forumdisplay&fid=433
---- Include link to this thread and photos of your phone
Post a link in this thread of the thread you've started on the support forum and I'll add to the OP.
Take many pictures of your phone and back up your data (if you can) before you send it in to get fixed.
If they don't honor their warranty leave a one-star review at Amazon and Newegg.
If they don't honor their warranty write to tech websites and forums about your experience.
If they don't honor their warranty take legal action.
---- https://www.usa.gov/consumer-complaints
---- https://www.consumer.ftc.gov/articles/0252-warranties
Here is a blog post on this issue:
https://piunikaweb.com/2019/05/02/a...orm-inside-for-many-rma-denied-in-most-cases/
Here are links on ASUS's support website on this issue:
https://www.asus.com/zentalk/thread-268611-1-1.html
https://www.asus.com/zentalk/thread-264701-1-1.html
https://www.asus.com/zentalk/thread-271050-1-1.html
https://www.asus.com/zentalk/thread-272455-1-1.html
https://www.asus.com/zentalk/in/thread-270274-1-1.html
Here are links on XDA's website on this issue:
https://forum.xda-developers.com/rog-phone/how-to/consumer-alert-asus-refused-to-fix-t3933078
https://forum.xda-developers.com/rog-phone/help/defective-screen-idea-cost-to-repair-t3878297/amp/
https://forum.xda-developers.com/rog-phone/help/zs600kl-screen-dead-t3915901
https://forum.xda-developers.com/rog-phone/how-to/extremly-frangile-t3927664
Here is more on ASUS not honoring their warranty:
https://www.amazon.com/gp/aw/review...20&ie=UTF8&filterByStar=one_star&pageNumber=1
https://www.reddit.com/r/legaladvice/comments/6tlxr9/ma_asus_not_honoring_warranty/
https://community.spiceworks.com/topic/242843-why-i-will-never-buy-asus-products-again-after-today
https://www.youtube.com/watch?v=WPHhxzCc7sg
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What can be done about this? I went out and bought a cheap phone just to hold me over. But I spent a lot of money on my ROG phone and had it for only four months before the screen went bad. I am so angry about how I am being treated, I am loosing sleep.
Before this happened I had a positive impression of ASUS. I have purchased ASUS computer equipment. I was a loyal customer. And this is what ASUS has done with my loyalty . . .
MichaelCaditz said:
What can be done about this? I went out and bought a cheap phone just to hold me over. But I spent a lot of money on my ROG phone and had it for only four months before the screen went bad. I am so angry about how I am being treated, I am loosing sleep.
Before this happened I had a positive impression of ASUS. I have purchased ASUS computer equipment. I was a loyal customer. And this is what ASUS has done with my loyalty . . .
Click to expand...
Click to collapse
I posted links to this thread on ASUS's support forum. It makes me mad that they are treating their customers this way. It is obvious that there is an issue with their screen and unfair that they are blaming the customers for it. I'm hoping that this thread helps; if it doesn't we'll look at what legal action can be taken.
I have a new idea. If ASUS doesn't honor their warranty then we could write to CNET, Engadget, and even XDA editors about this issue. Sometimes bad press is an incentive for them to do what is right.
Edit: If you haven't already, If you have an option to leave a review from where it was purchased, I would write a negative review. Also report to BBB.
If these don't work then we take legal action.
I'm a philosopher, and thus well-schooled in logic. I can say this: It's absolutely amazing that ASUS can use identical photographs as evidence to claim both that my phone has severe damage, and that it has only cosmetic damage--whichever argument it needs to try and get me to pay them more money. It has severe damage for the purpose of denying warranty coverage; it has only cosmetic damage for the purpose of denying a damage in transit claim. The gall of these people . . .
Please see the reviews on Amazon. Several customers report being victimized by the same tactic discussed here: ASUS claiming a screen defect is "CID" and holding the phone hostage for $400+.
This has to stop. Consumers are supposed to be protected from this kind of abusive and illegal practice.
https://www.amazon.com/gp/aw/review..._1?ie=UTF8&filterByStar=one_star&pageNumber=1
One of the one-star reviewers states that ASUS informed him, EVEN BEFORE HE SENT HIS PHONE IN, that the screen was not covered under warranty. This is additional evidence that it is ASUS policy to prejudge ALL screen failures as CID.
This company is despicable and deserves to go out of business.
Another similar story:
https://forum.xda-developers.com/rog-phone/help/defective-screen-idea-cost-to-repair-t3878297/amp/
---------- Post added at 10:52 PM ---------- Previous post was at 10:49 PM ----------
And another:
https://www.asus.com/zentalk/in/thread-270274-1-1.html
This scheme by ASUS to blame a ROG Phone screen defect on customers is rampant. Do we have a lawyer who is willing to take on a class action lawsuit?
MichaelCaditz said:
Do we have a lawyer who is willing to take on a class action lawsuit?
Click to expand...
Click to collapse
Not a lawyer, but I found these two websites that might help:
https://www.usa.gov/consumer-complaints
https://www.consumer.ftc.gov/articles/0252-warranties
Tesla74 said:
Not a lawyer, but I found these two websites that might help:
https://www.usa.gov/consumer-complaints
https://www.consumer.ftc.gov/articles/0252-warranties
Click to expand...
Click to collapse
My invoices are coming from Fremont, CA, so it looks like I'll also be filing a complaint with the California Attorney General.
https://oag.ca.gov/consumers
There are also consumer advocate shows on radio and television. Those could be quite embarrassing to ASUS.
https://www.nbclosangeles.com/consumer-form/
https://abc7news.com/7onyourside/
I just received an email from ASUS "CEO's office" saying that my phone will be repaired free of charge. Now I will wait to see when and what I receive back from ASUS service center.
Asus Inner display broken without physical damage
Hi have brought the Asus ROG Phone on 14 Jan 2019. while i was playing PUBG , Suddenly my phone was blackout and i have checked that inner display cracked without physical damage. I couldn't see single scractch on the outer glass.
But when I was check with service centre and they are saying this will not be comes under warranty and they were also saying silly answer like inner display might be get damaged because of finger impression and placing the phone inside pant pocket.
RMA NUMBER: INUIK40199
I was shocked about the answers from technician. so ASUS company has manufacturing cheap, weak display for the permium phone.
my friend has advised me that don't go for ASUS ROG phone , it has cheap and week LED display but i didn't listen that.
Can you please help to escalate team.
Please see the below link as many of the buyers has been facing the inner display broken issues, now tell me that is ur Asus ROG PHONE has weak and poor quality display
samshak01:
As you have noted this is a common problem with ROG phone. So far ASUS has not acknowledged this problem and it is attempting to collect fees of approximately half the cost of the phone for repairs. Until such time as ASUS decides to fix this defect under warranty, each user is on his or her own to argue for warranty service.
[email protected] said:
Hi have brought the Asus ROG Phone on 14 Jan 2019. while i was playing PUBG , Suddenly my phone was blackout and i have checked that inner display cracked without physical damage. I couldn't see single scractch on the outer glass.
But when I was check with service centre and they are saying this will not be comes under warranty and they were also saying silly answer like inner display might be get damaged because of finger impression and placing the phone inside pant pocket.
RMA NUMBER: INUIK40199
I was shocked about the answers from technician. so ASUS company has manufacturing cheap, weak display for the permium phone.
my friend has advised me that don't go for ASUS ROG phone , it has cheap and week LED display but i didn't listen that.
Can you please help to escalate team.
Please see the below link as many of the buyers has been facing the inner display broken issues, now tell me that is ur Asus ROG PHONE has weak and poor quality display
Click to expand...
Click to collapse
If you haven't already, I highly recommend posting on the ASUS support forum. Reference this thread. If you do send your phone in, take a lot of pictures of it first and back up your data.
Please post your ASUS support forum thread here and I'll add it to the OP. The more we document that this is a problem the better it is for us.
ASUS will be releasing ROG Phone 2 soon.
https://www.digitaltrends.com/mobile/asus-rog-phone-2-news/
I've updated the OP with more information. :good:
They got me, too
I'll just post what I posted on Zentalk. But here is the link to my Zentalk post that has the ridiculous pictures added to it:
https://www.asus.com/zentalk/ww/thread-272455-1-1.html
What follows is what I posted in the thread minus photos:
This is happening to me right now. This is the second time my screen has done this. This first time ASUS fixed it no problem. This time ASUS sent two pictures back from their service department stating the screen was cracked from 'impact damage'. Note that the screen is not cracked, the glass is fine. The LCD UNDER the glass is somehow cracked.
When I sent the phone in the screen was completely dead with a very short crack on the right side of the LCD under the glass. I'm talking maybe a quarter inch. They sent a picture back with TWO cracks going all the way across the screen! That was not how I sent the phone in to them! Further, I babied that phone. I NEVER dropped it and never abused it. I was watching TV, looked at my phone, then put it in my pocket. About a half hour later I looked again and there was a spot the size of the pad of my pinky finger that had gone dark and rainbow colored around the edges of the dark spot. As the hour progressed the screen progressively died as I just sat and helplessly watched, not even touching it. It's the EXACT way it died the first time.
The picture of the 'impact damage' is a joke. I had to look extremely hard to see any irregularity in the picture, and I don't see how that would have caused the crack, or how it would have even happened IN MY POCKET. Further, I had the case on it from day one THAT I BOUGHT FROM ASUS. I have never taken it off. I followed all their directions for shipping, bought their shipping label, I did everything I was supposed to do and now somehow my phone is MORE damaged than last time I saw it, and they are trying to say I somehow damaged it via 'impact'?? No! I had my wife look at the picture and she seriously doubts that's even my phone! She doesn't think the crack is even in the same place! I never even thought about taking pictures of my own phone, who thinks about doing that? But my 'dispute' just ended in an e-mail stating physical damage isn't covered by warranty. The guy on the phone asked if I had any pictures of my phone from BEFORE it was damaged. My phone is my camera, how am I supposed to take a photo of my camera with my camera, and why would I do that to begin with?
There is no way this was done by physical damage!! And now they want me to dish out 400 dollars? I can't afford that! Anybody have any ideas? If I can't get it fixed under the warranty like it should be, especially since it would be IT'S THIRD SCREEN, then I'll just have to dish out the extra cash and buy a new Razer Phone 2. I don't see another option here. If I pay the 400, this will more than likely happen again and then I'll have to go through this whole mess all over again. And to think this whole time I was braggin up ASUS to everyone, showing off the phone. All my PC parts are ASUS. I guess if this doesn't get fixed, I'll have learned my lesson there, too.
I've yet to hear anything from ASUS and they still have my phone. Just to update you all. I'll update the other sites I've posted on as well.
Just heard back from Customer Loyalty and they won't fix it without the 400 dollars. This, they said, was after they lowered the cost of fixing it. So i told them if they are refusing to fix their faulty product to just send it back to me so I can use it as a paperweight, and I'll notify all the appropriate forums, websites, and reviews on Amazon, Newegg, XDA, Zentalk, and warn family and my entire department about using ASUS for anything. I'll be looking elsewhere for all my PC hardware now, also. Apparently my favorite company is now being run by people that have no care for product quality and customer loyalty. Sorry, everyone. I was hoping ASUS would come clean and fix their problem. Clearly I was wrong. I'll be sending everyone over to Razer from now on for gaming phones.
rodfranklin0311 said:
Just heard back from Customer Loyalty and they won't fix it without the 400 dollars. This, they said, was after they lowered the cost of fixing it. So i told them if they are refusing to fix their faulty product to just send it back to me so I can use it as a paperweight, and I'll notify all the appropriate forums, websites, and reviews on Amazon, Newegg, XDA, Zentalk, and warn family and my entire department about using ASUS for anything. I'll be looking elsewhere for all my PC hardware now, also. Apparently my favorite company is now being run by people that have no care for product quality and customer loyalty. Sorry, everyone. I was hoping ASUS would come clean and fix their problem. Clearly I was wrong. I'll be sending everyone over to Razer from now on for gaming phones.
Click to expand...
Click to collapse
Thanks for the update. Too bad this is happening. I'll add a link to your thread in the OP.
Bad Services By Asus
Ohh Asus is such a bad company.. i wanna go for iphone but, apple os system is so crap full with limitations and also customer service always ask alot money.. me too havin bad day with the 1st day i bought that Rog phone.. Luckily after 1week i got my phone back from asus service center.. I don't know what they do to my phone, at least my phone not auto reboot again when i plug in that aero active cooler fan.
Edit: forgot to mention what the issue is: the speaker does (most times) not work when being called/calling out. But not realy relevant for the question at hand imho.
The phone is still under manufacturers warranty but I forgot to claim warranty before the credit-card insurance ran out
So now I want to make sure the warranty is honoured and due to many horrorstories with repair companies, make sure I have all my bases covered.
Where are the moisture sensor(s) in a Note 6 pro? Can I open the housing without damaging anything? (Link to random note-6 youtube video) Is this enough or are the sensors burried deeper in the phone? Am I allowed to open it up or is this in itself reason for not honouring the warranty?
Or should I just trust the repaircompany to do its work properly and am I seeing ghosts?
The phone has never been wet, it might have been looked at while there was a drizzle, but that's it.
When cycling through the rain it was stored inside a bag, not just a jacket-pocket (how an earlier Samsung died). So I have no reason whatsoever to suspect moisture damage, but I have first hand experience where a repair company refused warranty where I later found out this was bull (HTC HD2 with broken home-button, very common problem).
If I were to ask for proof, they can just keep the phone over a watercooker and voila, moisture damage....