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Anyone got recent experience of the repair service in UK?
Have just send my HD to have the touch screen repaired only to find out that their repair center is not good.
Any experiences?
Rob.
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
This sounds familiar, I sent my wife's desire back 3 times with speaker noise. Came back reset every time with the same problem. After many phone calls and a letter to the CEO we were contacted by a Regional Customer Care Manager who again was worse than useless. Stand your ground as HTC policy is to replace phones after 3 failed attempts to repair the same fault. Hope this is useful.
I quoted the sale of goods act to Phones4U that states the retailer is liable for repairs, etc... I got a replacement sent out in 3-4 days.
I have the number of the Written Complaints Team of Phones4U if anyone needs it. I didn't write to them.
andyharney said:
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
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Click to collapse
Same experience.
Sent from my Desire HD using XDA App
Although IANAL as Andy states in the UK your contract is with the retailer not the manufacturer, so it's the retailer who is required to sort the problems out, they can ask you to deal with the manufacturer direct BUT you are not obliged to do so.
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
I really feel for you fellers as I've been on the arse end of rubbish repair service with a SONY, NOKIA & Phones4U in the past. My son's wildfire just came back from the UK repair centre & I have been absolutely amazed atwith all of it. From the inital call to the return of the phone - for a non working screen - 3 days, 3 days! Received this AM & so far all seems as it ought to be. Maybe I got lucky (& I do hope this positive post doesn't snap back & bite me on the butt) but I can't complain at all.
(That's killed it, I just know I've opened a world of pain for meself now )
Oh & I hope all you experiencing bad service really do get your stuff sorted to your satisfaction asap.
My first Desire HD bricked itself doing an OTA update, so I sent it back. I say "sent"... here's a rough timeline:
Monday @ 9am approx. - Called HTC
Monday @ 2pm approx. - Phone was picked up by courier!
Thursday - Received email to say the phone was fixed and was on the way back.
Monday @ 12 approx. - Received phone back from courier.
Bear in mind the Friday and second Monday were public holidays, so on a normal week I would have had it back on the Friday I think. As for the repair, they replaced the mainboard, shell and battery were original. I checked the hardware IDs etc, but HTC also confirmed the board replace when I called them.
All in all, I was quite satisfied. The only improvement would be to offer while you wait service by travelling to Milton Keynes and being in person.
That's pretty good. Far better than I received, here's my timeline.
Wk1 - Friday @ 10AM - Contacted HTC (Vibration Motor Failure) - Advised of 20+ days turnaround time due to repair centre re-location.
Wk2 - Tuesday @ Daytime - Handset picked up.
Wk3 -
Wk4 -
Wk5 -
Wk6 - Thursday @ 4PM - Contacted HTC to see where my handset was. Advised they had it and an engineer will look at it ASAP.
Wk7 - Tuesday @ Daytime - Courier returns handset. No notice given, luckily I had the day off.
Wk7 - Tuesday @ Daytime +1 - Contacted HTC - No repair made, vibration motor still faulty. Firmware updated to 2.36.405.8 - Advised of 20+ days turnaround, etc...
Wk7 - Tuesday @ Daytime +2 - Contacted Phones4U - Explained situation, got nowhere, reminded them of their responsibility under the Sale of Goods Act. "they are liable for repair, repair made in a reasonable timeframe, etc...." passed to "Written Complaints Team" they agreed with shocking turnaround and arranged a replacement.
Wk7 - Friday @ 10AM - Courier delivered brand new Desire HD.
Wk8 - Wednesday @ 9AM - Courier picked up faulty Desire HD.
Wk9 - Wednesday @ Daytime - Cheque of £50 through the post as compensation for my troubles. (I did not ask for this).
Daz555 said:
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
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Yes agreed, but you are absolving them of responsibility by going it alone, which may make life more difficult for you in the long run.
Here is the reason I'm getting worried:
http://www.theregister.co.uk/2011/05/18/htc_failed_support/
The phone cost so much in the first place that I figured it best to get it sorted as soon as.
All the posts I logged about not being able to allow apps root etc, turns out it was the touch panel the whole time.
Since December when i got the phone I was thinking it was just me
I dropped it into a Vodafone Ireland shop so if it gets lost or comes back with the same fault, at least I will have someone to argue with.
Am back to using my old Omnia i900. Man is this thing a donkey. Hope my HD makes it back to me soon in one 100% working piece.
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
nm8 said:
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
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Click to collapse
It wouldn't do you any harm, but in the UK at least they can't decline a hardware warranty claim because you've rooted
I just ran the stock RUU over mine before returning it.
11 days ago HTC emailed me to advise they had dispatched a new battery......guess what.......yep, nowt.
They were also delighted to inform me that they had dispatched an 8GB mSDHC card by way of compensation........genius. We had actually agreed on a 16GB card. Either way it has not arrived anyway.
Utter shambles from start to finish.
Just got a call from Vodafone to say my phone had come back from repair.
Going to head out and get it shortly. Will be interesting to see if its actually fixed.
I had a bad experience.. took them 45 days to sort out my phone.
It was sent in due to a camera blur, it blurred the right hand side. I got told it will be 5 working days... These days came and went, so I called them up, to be told it is on the priority list, which means it will be sent out asap (a couple of days). This time period came and went. Long story short, they kept telling me my phone will be sent out in the next couple of days, when really it was sat there waiting for a new camera to be delivered from Taiwan, which I found out about 30 days in.
In the end, I quote the sales and goods act, and pointed them to the direction of their terms and conditions, which state that in a delay, either party must notify the other, but they never notified me. And the Act which stated that a repair must be done in a reasonable time frame, else a replacement product must be issued.
After I sent them off a letter stating this, I had an email reply saying that my phone will be with me by next wednesday, which also came and went... on the Thirsday they rung me up, telling me a new, boxed HTC Desire HD will be sent out to me, I got that on the Friday. Makes me wonder why they didn't save time with all this messing around, read their own terms and conditions, plus check out the law before they built a repair centre!
Overall, I was glad I had a brand new phone, but annoyed with their level of service, and lack of answers. I even had Orange ringing them up requesting my phone be returned to be as they had broken the law.
Matt
Just been to collect the phone and just as well i tested it in store.
Still not fixed. All they did was reload the software!
So, its off for another repair now with alot more details added to the description.
Exactly what they did to mine, I don't understand the thought process of these "Engineers/Technicians". Repair notes state,
"Faulty Vibration Motor: Does not vibrate / distinct scratching noise when supposed to vibrate".
Somehow updating the software to 2.36.405.8 will fix an obvious hardware fault?
For those of you that have RMA'd your tablets in the USA, how long did it take for you to get the tablet back? I have to ship mine from NJ to TX since it won't charge and I was wondering how long I'd be without it.
It'd be great if they were along the same time frame as my previous RMAs from Western Digital (next day, but CC needs to be provided), Motorola (3 days I believe), and Asurion was about 2-3 days on getting me a refurb OG droid and later a brand new Incredible.
I sent my TF for screen repair to the Texas center. They received my TF on June 13th and I received it back on July 1st. For the two weeks at the repair center it was "waiting for parts" Never again will I send my TF to Texas.
Ouch, that sucks. Hopefully mine will be quicker since its a charging issue!
I just sent mine in today to TX. I don't know if there's any other choice of repair center for this repair.
RMA time
I sent mine in for a power button issue and dust under the screen. Arrived at the repair place in Texas Friday, July 15th. It left the repair facility on Wednesday, July 20th via FedEx Ground with a new daughter board and a new LCD.
Problem is the WiFi didn't work when I got it back so it went back on their dime. They got it yesterday. I called today because the Asus website won't recognize the new RMA number. They said it was in "repairing" status. Hopefully I will have it back on Monday or Tuesday (FedEx Ground is a 1 day trip from Texas to where I am), which will mean I have been without the tablet for 2.5 weeks. Bit of a bummer for something so new, especially the part about it coming back with something broken that was working when I sent it to them.
I will say there was no creaking and no gap around the LCD.
i called to set up rma today(set up but i aint really committing) im trying to way my options. i have a little back light bleed and dust under the rear camera lens. i donno if its gonna be worth my time and money(i have to pay shipping there they pay for it back)
im in toronto and when i asked where the rma center is in ontario(so i could drop it my self) he told me it was in north bay...wtf thats hours away where little people live makes no sense. when i google to see where it is i get
Canada Facility
ASUS Canada Service Center
Attn: RMA Dept, RMA# CAA1
802 Cochrane Drive, Unit 2
Markham, ON L3R 8C9
which is very close to toronto
so i donno, im gonna have to call back get someone else and see whats up.
Just got mine back today. Shipped it two tuesdays ago. It sat there for 3 days on "waiting for response", so I escalated, then I got the payment form, then it sat there for 3 more days, so I escalated again, then they finally shipped it late last week.
I had to have the bezel replaced, which they did, and apparently some other parts as well because my back cover is new (I can tell because it had some scratches that were identifiable). It is the same "guts" however as my Prime 3.1 was still there and functioning.
sent mine out on the 21st due to an issue with the power button. The texas service center received it on the 25th and completed repairs and shipped it out yesterday. Should have it by Saturday at the earliest.
sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ
They just emailed me back and said their average turnaround time is 1-2 weeks not including transit. Not the greatest, but not the worst. After owning the tf I'm starting to have a different opinion of asus.
Weird.
I checked this morning to see if they've received my TF (due to be delivered today). The status show "Ready for Shipping" back to me [email protected]#$? UPS still shows out-for-delivery. What's going on (no cross-ship deal arranged) ?
Mine says "Waiting for Customer Confirmation - Waiting for parts".
I've had no contact from them so I'm no idea what they want me to confirm.
starafire said:
sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ
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I got the same issue with the tracking number, it keeps coming back as invalid. I called Asus and was on the phone for about 30mins while they tried to figure out what was going on. After comparing and confirming the tracking number, they told me that they would have to call FedEx and find out where it exactly is.
I sent mine out on August 3rd from NJ via USPS 3 day shipping and it got to the repair center in Texas in two days. I just checked the Asus RMA tracker and it says that they're repairing my unit now, lets see how long the process takes until I get it back.
it looks like very product, so many repair and RMA request.
Sent from my GT-P1000 using Tapatalk
RMA turn-around times for most tech companies is 1-2 weeks. Distributors/re-sellers/etc. can have lower time due to existing inventory. Parts replacement is much more involved.
If you RMA a broken or dead HDD from Western Digital they will overnight you a new drive for free, provided you give them your CC# just in case you don't send the broken device back. I wish more companies would do that, it's an awesome strategy.
I just wanted to share my RMA experience.
I had been experiencing the random reboot/deep sleep issue.
This is when the device reboots when put into sleep mode, then when recovering from that reboot, goes into a deep sleep that can only be broken by holding the power button ion for 20 seconds. After an extensive troubleshooting period here with some bright minds at XDA, it was determined definitely not a software/OS issue.
So I decided to send it in for repairs. This was rather disheartening because of all the bad posts around here regarding the RMA process. I did not want to go through the RMA process, but did not have a choice.
I called ASUS repair, ( Canada) and created an RMA. The tech will ask you to go through the regular troubleshooting guide that they are trained to. One of these is resetting the tablet, through the stock recovery method. However, if you do this, a RMA will not be created then, as they will ask you to then go about your way and see if you have any more issues, delaying your RMA. I had informed them that I had already done that a few days earlier and was still having the issue. An RMA was created. I sent the device off the next day via Canada post. I packed it in the original box and used Canada Post’s largest bubble envelope. Marked fragile.
The tablet got to their repair center from Alberta, to North bay, Ontario, two days later. According to tracking, it arrived in the afternoon and was accepted by ASUS. The very next day, my RMA status was updated. Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished
Awesome! It went out next day via UPS. Two business days after that I checked the tracking status and it was “Out on truck for delivery”
Later that day I received my tablet. In total the tablet was out of my hands for about a week and a half. And only because of weekends.
I was so worried after reading the RMA horror stories around here that I took video of my device’s condition before hand. I took video of the serial number, the screen and case etc. However, my device returned back to me in perfect condition.
I couldn’t be happier about my RMA experience, other than the fact it had to be RMA”d in the first place, but it is what it is,
To those wondering, they replaced the main board. This has corrected the reboot issue and I am now falling back in love with my transformer!
Great..thanks for sharing the story with us..
Asus's RMA service in UK is also very good..
i had the same probs (+battery drain). after the first repair (5 weeks) they replaced the dock, batt drain issue was gone, but the deep sleep/sleep of death issue remained. again in repair. after 4 weeks i got him back. deep sleep issue remained, at the side it was damaged (both tablet and dock) - i suppose it fell down.
the shop (mediamarkt - netherlands) gave me my money back, i bought a new one, today.
so with the repair i was not that lucky. i cross my fingers for this one. i looked into the slider, but decided to go for the transformer (partly because of the extra battery).
Sent from my Transformer TF101 using xda premium
My dock was experiencing the battery drain issue. I thought that the RMA process was going to be terrible, due to the troubleshooting support on the phone. However my dock was sent out within 4 business days of receiving. When I got it back it was in perfect condition-no one had really dicked around with it and broke it like some other users have reported here.
The only real issue was with those lazy assholes at purolator drove right by my house without even trying to deliver it.
The dock went to northbay ONT. Btw
Here in Mexico the service is also really good, the first day I bought my Transformer it had some dust under the screen, soo I call Asus to complain and the changed the TF the same day, they called the store from were I boughted so they gived me another one, no questions.
Went through the rma process to North Bay too, and they fixed it good. I think they are very professional at this particular repair shop, for me too it was a repair and not a replacement (defective touchscreen) . It's been about 3 months and no issue whatsoever since then.
Sent from my Transformer TF101 using xda premium
good to hear, my dock i just shipped out on Thursday to the north bay, from the look here hopefully have it back soon after they get it i hope.
OP, did Asus Canada require a copy of a valid receipt?
Sent from my GT-I9100 using Tapatalk
bimmerboii said:
OP, did Asus Canada require a copy of a valid receipt?
Sent from my GT-I9100 using Tapatalk
Click to expand...
Click to collapse
Nope they didn't even ask.
Mine came back in less than a week turn around time, was shocked ups *grumbles and curses about **** times with ups* even delivered it a day early.
Thanks Alakhai. Can you tell me what number you called for rma?
Edit: @skydirt: would like to know if you rma'd without receipt. Thanks
Sent from my GT-I9100 using Tapatalk
No receipt needed. From what I am told and understand, receipts are not necessary until the purchase date can exceed the manufacturers warranty cut off date. Since the release of all transformers do not pre-date March, there is no risk of that and they do not need to verify a purchase date; well until March rolls around.
Thanks. Can you tell me which number you called to arrange rma?
Sent from my GT-I9100 using Tapatalk
I called this number 1-888-678-3688
Thank again skydirt.
Before I send my Transformer for RMA, can someone confirm that my rom is the Stock Canadian Transformer?
Kernel version
2.6.36.3
[email protected]#1
Build number
HTK75.US_epad-8.6.5.13-20110925
Regularly I see horror stories about people who send their Transformer or dock for RMA, and something really horrible happens. Dock gets bent into a nexus s, dock cracked open like a nut, transformer screen repaired but transformer not working anymore....Totally not my intention to discredit those stories, but please dont form opinions based on those stories. I was horrified on seeing all the dock stories, and delayed sending in my B40 dock for battery drain fix for 2 whole months. Finally mustered up enuf courage , called Asus, got RMA, packed up dock in original box, and sent it in thru UPS. Reached asus in 3 b.days, repaired same day, dispatched next day, delivered in 3 b.days.took 7-9 days total.
It came in yesterday, and i was scared to open the box. I did however, and they had carefully packed it in the original box i had sent, with extra padding. The dock was perfect, no battery drain whatsoever(as far as i could tell, will check again today when i get back from work). Smoothest possible process.
The whole point of this discourse being, out of 1000 people, 300 found out about the dock, out of those 300, 200 sent it in, and 2-3 people had problems. they are not the rule, they are the exception. While they deserve full sympathy, it is by means an excuse to hammer Asus. IMO, they are doing a far better job of customer support than samsung, acer, toshiba is.No forcing of t****wiz s**t on customers,almost stock builds, regular updates, superb bundled softwares( aka Supernote & Splashtop!) excellent build quality of later models & publicly admitting fault, however minor. Go ASUS! [/end rant]
EDIT: My right speaker stopped working, one call to asus, sent it for RMA, came back in a week, perfect condition, excellent packing and shipping and service and everything. One more happy experience.
Here's another data point: Once I got my dock back it was fine. However... It took over 6 weeks. ASUS shipped my dock to the wrong customer and every time I called about it I was told that a manager would call me back. That didn't happen until about the 4th call, where I had to get a little abrasive to the rep I was talking with. I realize that he was only following procedure, but there was no other way to escalate since he couldn't transfer me directly to a 2nd level tech. Turns out my dock had been back in their possession for over 3 weeks and they didn't know what to do with it. So while the repairs were fine, the process was very irritating.
psycho2097 said:
Regularly I see horror stories about people who send their Transformer or dock for RMA, and something really horrible happens. Dock gets bent into a nexus s, dock cracked open like a nut, transformer screen repaired but transformer not working anymore....Totally not my intention to discredit those stories, but please dont form opinions based on those stories. I was horrified on seeing all the dock stories, and delayed sending in my B40 dock for battery drain fix for 2 whole months. Finally mustered up enuf courage , called Asus, got RMA, packed up dock in original box, and sent it in thru UPS. Reached asus in 3 b.days, repaired same day, dispatched next day, delivered in 3 b.days.took 7-9 days total.
It came in yesterday, and i was scared to open the box. I did however, and they had carefully packed it in the original box i had sent, with extra padding. The dock was perfect, no battery drain whatsoever(as far as i could tell, will check again today when i get back from work). Smoothest possible process.
The whole point of this discourse being, out of 1000 people, 300 found out about the dock, out of those 300, 200 sent it in, and 2-3 people had problems. they are not the rule, they are the exception. While they deserve full sympathy, it is by means an excuse to hammer Asus. IMO, they are doing a far better job of customer support than samsung, acer, toshiba is.No forcing of t****wiz s**t on customers,almost stock builds, regular updates, superb bundled softwares( aka Supernote & Splashtop!) excellent build quality of later models & publicly admitting fault, however minor. Go ASUS! [/end rant]
Click to expand...
Click to collapse
I also have a dock with battery drain, it is the original model, bought the day it was released. I've been scared to ship it in due to the horror stories as well but your great experience makes it a little easier! Called and I'm shipping it out tomorrow, Thanks and I'll post back!
Sent from my Transformer TF101 using Tapatalk
I have to say my experience with ASUS was very good. I have had the nightmare of returning items for repair and can sympathise with those who experience problems (long suffering xbox 360 owner). With ASUS, the dock was returned to me in 3 days! It was so fast in fact that I thought the courier had returned the item as undeliverable or the repair centre had just sent the package straight back. This was not the case....no more battery drain
I had a great experience with ASUS RMA as well. Screen died on my TF so I finally decided to send it in for RMA. They repaired it the same day they received it and shipped it back the next day. It's now working perfectly and it doesn't even have the minor light bleed that it did before.
psycho2097 said:
Dock gets bent into a nexus s, dock cracked open like a nut
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Click to collapse
really?? no 1 find that funny?
neways i do understand listening to horror stories can be quite painful, but its like driving, or a roller coaster ride. cars crash, roller coasters do fall off n people do die, but its extremely rare...n happen to a very small percentage.
sorry for the repetition, but its a subject very close 2 me. even my exp with asus has been very good, no light bleed, no speaker unbalancing, no major software issue.Happy panda!
I had a great experience as well(dock battery drainage). I had also lost my serial number for the dock so I thought they would send it back but, sure enough, I got it back and it only took about 5 days total for shipping and repair. Best part, they put a new S/N number sticker on it as well. Don't be scared to take the plunge. Asus is pretty good at this, it's just that people tend to only ever complain about a problem rather than proclaim when it goes right.
Dock Battery Drain RMA (B40 dock, B50 tablet)
Wed 10/5: Opened ticket on the Web and auto reply with 48-hours window for real response
Thu 10/6: Called service number, long wait, and asked for RMA. Got RMA with TX service location (I'm in VA)
Fri 10/7: Mailed the dock only via USPS to TX; also received email response to the Web request, with the same RMA #.
Tue 10/10: TX service location got the keyboard (Monday was USPS holiday)
Thu 10/12: Got email notice with Fedex GROUND tracking number
Tue 10/18: Received the same keyboard with Asus packaging.
Overall an ok experience with no hiccups. I taped a a handwritten RMA number to the keyboard just to make sure it wouldn't get mixed up.
What ASUS could have improved:
- Shorter wait on the phone, or quicker Web request turnaround (I wouldn't have called if they had responded within 1 business day instead of 2)
- Faster return delivery. I have had other RMA with other electronic equipment manufacturers and have had either 1-day mail or at most 2 days mailing option. They could taylor it the depending on customer's distance from the service center, and as a big company with enough usage volume, they should get a better rate anyway. No skimping and show your customer you are striving to reduce their downtime.
Based on the parts listed on work slip in the package, they replaced:
- the battery pack (07G031002901 EP101 BAT SDI LI-POLY PACK)
- the I/O board (90R-OK06IO40000Y EP 101 DOCK IO_BD./AS)
I got a question for some of you. How long after carrier tracking said they delivered your TF or dock did it take Asus to confirm via your RMA# on their website thattuey got it?
I ask because this morning FedEx tracking said my TF was delivered to Grapevine and signed for, but when I look up my RMA # on Asus' website, it says they haven't received it yet. Should I be concerned?
Sent from my PC36100 using xda premium
My Experience
My RMA experience is a little interesting. My problem is a tablet that does not work with the keyboard on the dock. I tried everything short of Rooting with no success so I finally caved and sent it in for RMA.
I sent my tablet in via USPS on a saturday. Everything went great. Their tracking system was wonderful and I recieved my tablet back 9 days later on monday. Very excited and ready to post a positive comment when I tested it to find out it was not fixed... No change. When I complained they said I should send it back in with a letter describing the problem (I told them I did the first time but sure)
Here is the good news... They paid for shipping the second time. yea. That's where things went bad. I shipped via fedex on tuesday and the tablet arrived on friday (last friday). we are now a week later and their system does not show the device as having arived. Every time I call they give me a speech about the fact that their system does not always show the item right away and I should wait 2 days for an update. When I complain they tell me that we are still within the 10 to 14 days.
If they hit 14 days (and yes I know I'm a ways away from 14 business days) with no update I have every intention of asking for a new device or a cash refund for the original price of the device.
Update
Just got a call from asus. They say the serial number doesn't match their records.
They have created a new RMA and are starting the fix.
RMA
Hi
England calling ... England calling ... !
after a couple months of sheer bliss with my EPad I am also caught up in the charging problem...
No charge from the supplied charger... after a few days of flaky its charging .... no it isnt... it is definately a dead parrot (sorry charger)
the Tablet would recognise the charger had been plugged in ....but no 'lightning' symbol on the info bar at the bottom of the screen...
dock the tablet and it all goes rather dead...
Bit scarey to realise that I had to return it to the Czech republic !!!
ye gads! do the British not fix anything anymore??
I asked the question to the UK helpline and they say it was made in Czech so it returns there...
tracked it on the Tinternet across on the cool UPS site but its been sitting there awaiting shipping since Thursday... (now sunday)
I expect 5 star treatment from ASUS as its duff goods .....
paid for on the credit card... no joy after another week I'll be on the telephone to the credit card...
but having said all that I am confident that ASUS will come up with the goods....
if they can make a product like the EPad they are OK in my book....
just dont let me down chaps !!!!
just my 2p worth
s
Sent my tf in for EMS last Monday. Got it back this Wednesday. Problem was fixed. No damages.
Btw, my issue was the colors got distorted and wavy (black looked red and white looked blue).
Sent from my SCH-I500 using XDA App
Sent transformer for RMA due to poor quality left speaker here in Norway. Was delivered to infotech.no. I sent it in 4 weeks ago, 1 week wasted because it was sent to the wrong technician, 2 weeks waiting for for the spare part to be delivered, now 1 week and still waiting for repair to begin. I´m used to poor service in this country but this is beginning to turn into a joke. Why is it the same problem only takes 3 days to repair if delivered all the way to the Czech Republic?
I myself would like to send my TF in for RMA as it has quite a bit of Backlight bleed at the bottom and sides but I have read many posts saying that you can get one back that is worse than what you sent. Does anyone know if this is true or have they fixed this issue? I just hate sending it in to get back another tablet in worse condition. My tablet model is the B50
I sent my charger in on 11/2
Tracking shows it arrived 11/4
I get an email statin they havent received it. I call 800 number to update them with my tracking number.
Waiting again.
So far, experience has been poor. Slow responses. (took 4 days to get a response from their "48 hour" statement)
No Tablet. No fun
I send my dock in for the battery drain on a Friday.
Got it back the next Tuesday.
Now that's a quick service.
Asus paid the shipping to and fromthe repair center in the czech republic.
I'm a happy Asus Eee pad user
well the Eeepad just left Vienna Austria according to the UPS Tinternet Tracking doobrie... marvellous...
if it comes back all sorted I will gladly tell all ..... and sing ASUS praises....
if I experience anywhere near what some on here have I can assure you ASUS will not hear the last of it..
but trying to stay positive ....
having used ASUS products on at least 30 PCs without too much hassle... they are generally a good manufacturer and take care in quality issues...
but that is no good if they cannot service their customer base effectively when things do go wrong... even if they are not directly involved in the process...they still have a duty of care to their customers...
1 bad experience tells a 100 potential customers dont touch 'em !
is there any collation of figures to measure how good/bad ASUS is doing .... ???
Come on ASUS sort these customers out on here that have had bad experiences with your products... they had confidence in you to buy your kit dont let them down...
as consumers we must keep constant pressure on those manufacturers that let the side down....
I hope ASUS is not 1 of them....
PaulHBK said:
I ask because this morning FedEx tracking said my TF was delivered to Grapevine and signed for, but when I look up my RMA # on Asus' website, it says they haven't received it yet. Should I be concerned?
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Don't sweat it... I had two RMAs with ASUS, and neither time could I get any status at all, and the calls to CS were giving me conflicting information. Their online systems are rather poor (or poorly updated)...
My second RMA (on the same unit) had light bleed introduced by the first RMA repair, plus the charger wouldn't work. I took it to the Grapevine TX site because I'm only 10 miles or so from it. I delivered it on Friday at 1pm. It was fixed satisfactorily and shipped back on Monday, and I got it on Tuesday. Great experience...!
jimbo34 said:
Sent transformer for RMA due to poor quality left speaker here in Norway. Was delivered to infotech.no. I sent it in 4 weeks ago, 1 week wasted because it was sent to the wrong technician, 2 weeks waiting for for the spare part to be delivered, now 1 week and still waiting for repair to begin. I´m used to poor service in this country but this is beginning to turn into a joke. Why is it the same problem only takes 3 days to repair if delivered all the way to the Czech Republic?
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I phoned asus to check on why the repair on the left speaker was taking so long. They informed me they were waiting to replace the power adaptor, the mother board, the screen and the speaker. What do they use to repair these things? a sledge hammer!!?
So I bought the Nexus 7 2012 32GB in November last year. Since then I've had nothing but problems so I'm finally deciding to send it back under the warranty.
I have light bleed (it's gotten worse over the months) and small screen lift on the left hand side, although to notice that you have to really look for it. On top of that the battery kept failing on me whilst on charge, which also seemed to be a big problem throughout, but I found guides online on how to fix that.
Now, I have my Nexus 7 and I want to get them to repair the light bleed mainly, because it really is bad. Is this covered under warranty? How do I go about sorting this out?
Also my device is rooted + flashed, how would I revert back to stock firmware and unroot it
P.S I didn't buy directly from Google, rather a high street retailer (Currys for those of you in the UK)
Bump?
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
I guess here's a good of place to ask of any since there's RMA talk.. Save a thread!
Just took advantage of the buy 2 get 1 free from gamestop. It was a pre-owned "scratch and scuff" sale. The roughest looking one seems to have a loose usb connection, IE move the cable towards the front, lose connection, move towards back, reconnected.
Any hopes of RMA'ing this? What are my options?
JonesL said:
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
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You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
itsmyname said:
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
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https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
JonesL said:
https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
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Sorry I didn't notice you quoted me
Regardless I rang them up, the nice lady told me she'd email me within a few hours and to reply back with a description of the problem and photo's. Did that on a Thursday (Mind you this is 28 days before my warranty runs out ) and I hadn't realised I got an email on Friday. So I rang em up again thinking I hadn't gotten a reply, the nice chap told me yep an email was sent and read out the email to me; Apparently the technician sent the reply saying can you take pictures of device with the device ON. I told the guy that the device was on, but it was just a black screen playing; that's the only way the screen bleed can be replicated on camera.
Nevertheless him and his colleague looked at it while they put me on hold for a couple of minutes and determined that it does seem to be an issue so to send it off to them. I had to request an RMA number from their RMA website but seeing as it was Friday evening that I spoke to them, I probably wouldn't get an RMA reply back til Monday, as it comes from the Netherlands. He informed me to describe the issue on the RMA form and to package the device up (not in it's original packaging) and to wait for acourier to come and pick it up on the Tuesday, that's once the Netherlands people get back to me on Monday.
So, so far so good with Asus, here's me hoping they've learnt their lesson with the freaking horror stories i've read about them all over. However it's not over yet;
I AM worried that they will try and fob me off, by sending me an unrepaired or a worse off device (which I've read has happened to lots of people) and then I won't be able to do anything about it once my warranty runs out! Where would I stand if that did happen to me (hopefully not)
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
abdulhamid1978 said:
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
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The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
itsmyname said:
The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
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As far as I am aware if they return the tablet and the original fault is not fixed your warranty will still cover you after 27th November.
So I spoke to Triage first thing today- the lady tells me that they have received the email with the receipt and defect pics- the senior engineer will have a look at it and to call back Wednesday. Thank goodness Triage aren't as incompetent as Asus (so far)
Last week, after being told 2 days in a row that I'll get a call back from Traige, which didn't happen, I decided to call them up on Friday before they closed. The lady was only able to repeat the same words to me "No fault has been found, the engineers have put it through extensive testing". After being frustrated with her, I spoke to Asus and the man told me OK we'll get back to you within 3 working days; Which obviously excludes weekends. So in reality I'd have to wait 5 days, all the while my warranty runs out. They assure me the RMA starts from the moment they issue the RMA, regardless of how long they keep it for. That's not what I'm worried about, What I am worried about is that they may send me my device back unrepaired which is a common thing I've seen on the web Asus do and by then it'll be too late to RMA it again (due to my warranty running out on the 27th of November).
Anyhow I received an email on Monday from Asus saying they will get hold of the repair centre on behalf of me ASUS SHOULD BE DOING THAT IN THE FIRST PLACE!!
I've had enough, I will call tomorrow and I hope to God it's god news. I don't even want the device back, just please refund me my money
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
Hello guys!
I have a N7 2013 LTE and I have no signal after a month. I would like to RMA it, but I cant find any info on Google Play how to do this if I bought it from UK Gplay. This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
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thefiqs said:
This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
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Yep. This site what we need! There is the application form link. Just fill the form and they will send you the instructions by email. Cheers
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