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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]
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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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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!!?
I'm sending my TF101 in for an RMA because it becomes non-responsive shortly after it boots up. I just wanted to know if anyone has any tips. I had custom ROMs on mine but have gone back to Stock using the Root Toolkit. I am in Canada and was hoping another Canadian could tell me what the stock firmware is on our pad right now? Do we use WW? I don't want to send it to the depot for them to find out I have the wrong stock firmware and deny me service.
Thanks!
I sent mine for RMA on power and volume button issues 2 weeks ago, they sunk into the tablet after normal use.
I'm in Toronto so they sent to North Bay, before that I took videos and a dozen pics showing the excellent condition of my tablet, no dings, scratches and everything else working except the crappy buttons they designed. Packaged it using their box and a bubble wrap envelop and put $300 insurance on the thing.
All in all took about a week for me to get it back. Use their tracking page on their site if your worried. They did a professional job the buttons are fixed, the volume buttons are now hard as a rock but the power button still feels soft. No other issues developed like dents and scratches from their repair except my screen cover got turd. When they reassembled the tablet they must have tightened the cover as I have no creaking no more. One more positive.
The horror stories you hear on this site probably come from the American facility in Texas where incompetence rules. hahaha
I can confirm the uselessness of sending stuff to Texas for repair.
yanbo2012 said:
I can confirm the uselessness of sending stuff to Texas for repair.
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I went through a triple rma before they even looked at the internals of my device. Took over six weeks, really sucks to be one of my students this year. They've just been awful for me. But who knows, ymmv.
Sent from my Transformer TF101 using XDA Premium HD app
yanbo2012 said:
I can confirm the uselessness of sending stuff to Texas for repair.
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I've had an overall positive experience with the Texas RMA center (btw, its not run directly by asus, it's a different company contracted by them).
I've mailed in 2 chargers and my tab with no issues.
I did have a scare though, the first charger I mailed into them wasn't updating on their repair tracking page. Gave them a call after 7 days and the rep I spoke to said I mailed it to their old address and doesn't know what to do. I kept my cool because the rep I spoke to for starting that RMA gave me that address and it was on the RMA form they emailed me.
After 5 minutes of back and forth, turns out it arrived there on a saturday and the person to receive it never checked it into the system. It was "repaired" and going to be mailed back that day.
If your experience is anything like mine, you'll experience a nightmare.
I bought a new tablet because I was so fed up with sending my tf101 in for repair and getting it back in worse shape than before. After two months of repairs, my tablet is not usable.
Good luck.
My RMA Experience is full of woe and misery.
I am in Canada, I have an issue with my TF101 wifi not turning on the screen. I did a great many things to try to resolve the issue then finally sent it off to ASUS. Too many mistakes along the way.
1) The RMA they gave me was for the Texas repair facility. The time that it took my tablet to get there was about a week (not too bad for snail mail over the holiday weekend), I did insure it and sent it priority post to make sure I got a signature at the other end.
2) It was received by ASUS on the May 29th (according to when they signed for it). It took them 7 days to acknowledge that they received it when I tried calling in.
3) I received an email saying that the tablet had been sent to the wrong service center, so instead of fixing it and then sending it back, the issued another RMA for it, and shipped it off to Ontario on June the 4th.
4) During this whole time absolutely nothing has been added to the online versions of the RMA lookups, so rather than having some convenient messages that I can look at it simply says that 'they have not received the product'
5) I have tried the 'chat' as well - all it does is time out after about 10 minutes of waiting for someone to respond.
6) I just got off the phone with Support and have been told that it will take at least another 3 to 5 days for it to be received and then about another 3 to 5 days for the repair, and then 7 days back to me. Tentatively.
I am about a month in (including the trouble shooting that they asked me to do before I RMAed it)
I am - however - very impressed with my TF300 that I purchased recently as I got lonely for the company of my tablet on commute home on the bus from work.
Lifeflare said:
My RMA Experience is full of woe and misery.
I am in Canada, I have an issue with my TF101 wifi not turning on the screen. I did a great many things to try to resolve the issue then finally sent it off to ASUS. Too many mistakes along the way.
1) The RMA they gave me was for the Texas repair facility. The time that it took my tablet to get there was about a week (not too bad for snail mail over the holiday weekend), I did insure it and sent it priority post to make sure I got a signature at the other end.
2) It was received by ASUS on the May 29th (according to when they signed for it). It took them 7 days to acknowledge that they received it when I tried calling in.
3) I received an email saying that the tablet had been sent to the wrong service center, so instead of fixing it and then sending it back, the issued another RMA for it, and shipped it off to Ontario on June the 4th.
4) During this whole time absolutely nothing has been added to the online versions of the RMA lookups, so rather than having some convenient messages that I can look at it simply says that 'they have not received the product'
5) I have tried the 'chat' as well - all it does is time out after about 10 minutes of waiting for someone to respond.
6) I just got off the phone with Support and have been told that it will take at least another 3 to 5 days for it to be received and then about another 3 to 5 days for the repair, and then 7 days back to me. Tentatively.
I am about a month in (including the trouble shooting that they asked me to do before I RMAed it)
I am - however - very impressed with my TF300 that I purchased recently as I got lonely for the company of my tablet on commute home on the bus from work.
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You got screwed.
Should have done research on this site before RMA. I knew before I called them that it would be sent to the North Bay location in Ontario. US customers get sent to the Texas facility, Canadians to Ontario, hence my snide remark about the Texas center. If I had to send it to Texas I would've cracked the case open and tried the repair myself.
Their RMA tracking site is slow, mine was stuck at waiting for repair then suddenly change to ship, all in all took a week for my RMA. I demanded free shipping as this was a defective hardware on normal use, they complied but stated they could not send free shipping label to Canadians only to US customers, probably a BS line.
I purchased my Galaxy 2 7" Tab right before Memorial Day. It worked perfectly for the first 35 days. Then it would just die and the only way to revive it was to plug it in, wait 5 minutes, unplug it, then hold the power button for 60 seconds. It would come back to life but the first time the screen turned off it would not come on and the above procedure had to be performed again.
I emailed Amazon and was pretty much told "Talk to the Manufacturer" OK, fair enough. Despite the fact that my family spends thousands per year at Amazon, I understand. Samsung phone support asked me for a detailed description of the problem. I stated exactly what I had to do to get the device to work. They assured me it would be noted and sent me a return shipping label. About 2 weeks later I get an email that says my device was repaired. The issue was noted as "Dead (Intermittently)" and that was it. The repair...."S/W Upgrade (External Factor)". I thought, WTF, no way that was software.
The device was returned today with numerous scratches and what look like pry marks on the rear cover. The device was PERFECT when sent in. So I fire it up and the screen shuts off and the device is doing the EXACT same thing it did before I sent it in. I called Samsung back and kept getting put on hold and was eventually told I had to send it back yet again. I asked why as obviously they did nothing to fix it the first time. They said that if it comes back again with the same issue I *might* be able to get a new device. I also asked why my device was cosmetically damaged and as you can expect, the CSR gave me some BS about how careful they are. Really? They pried my back off, scratched it, nicked it, and that is what they call being careful? To top it all off, it was shoved into a box with absolutely no packing material and was banging around in the box. Even if they do actually repair it, what are the odds it makes it back again without being damaged further?
All in all I'm very frustrated with Samsung support. I understand electronic devices fail, but they should actually be able to fix the device on the first return. Especially when the problem is so obvious. It's like they don't even care. I will certainly think twice before buying another Samsung product.
I certainly can sympathize but you know they all pretty much are the same. I've had similar experiences with HP, Dell, Toshiba, and Sony over the years and that's just with electronics. My latest was with a IKEA desk I purchased which showed up damaged sent back just so they could send me another damaged one. We can only blame ourselves and parents who passed on buying products and services from reputable companies to buy from the low price companies. Its become so standard practice that they all pretty much operate this way now. Costs too much too care and we the customer don't buy from companies who care. Plus its all about the shareholders.
With that being said. Thank you for sharing your story. It just may make a difference when I purchase my next device. Damn, who am I kidding. It will make a difference. I don't want to deal with companies like that.
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
Mike02z said:
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
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I should email best buy and raise hell about my tab. Maybe I could get a new one or allowed to upgrade to a 10.
Thanks for sharing. I love my three Samsung devices and I'm upset for you. They should treat us, the customer a lot better. I've spent a lot of money on my toys. We all have. Assholes.
I refuse to buy something like this online. I use the power of the receipt to its full potential.
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
That's awesome! I'm happy for ya bud. It also makes me feel good that they stood behind their product and took care of the most important person. The customer. Kudos for you as well for taking the time to do this right. Sometimes I forget we the customer have to make the effort to handle these kinds of issues correctly.
Mike02z said:
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
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Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
Ryanscool said:
Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
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Yup, I realize this happens. I suspect if I had not gone this route the device would have come back still broken and they would have probably made good anyway. I just saved a step or 2. I've been fairly lucky overall with electronic devices.
I just wanted to follow up on this. I did receive a new unopened Galaxy Tab 2 via UPS on Monday 8/27. The outer box was destroyed and the inner box was damaged but the device was perfect. I have been using it heavily all week and it has been performing well. While not the best service experience, at least Samsung made it right with a single email to the right place.
My advice to anyone experiencing poor customer service, with any large purchase, is to do a little searching and find the corporate directory and with any luck you can find the CEO/President's email address. These addresses are typically monitored by high level CSR's that can do things other CSR's cannot do. I have used this trick multiple times with multiple vendors and it has always gotten me great service. A well written email can do wonders. Good luck!
Glad it worked out well in the end Mike and thanks for the "tips" hopefully i will never need to use them.
:good:
Kudos to you Mike ! If we all do like you did standard of Customer Care will get raised to great heights.
Would you like to share your email so it might serve as a template/sample for others ?
Thanks !
Sure, in fact I will share both the email I sent to Samsung and the email sent to Best Buy about the Prime TF201.
Samsung:
Sent to Samsung NA CEO and President. IT was someone from the president's staff who called me the day after this was sent.
Hello Yangkyu-san,
My name is Michael SXXXXXXX and I have been a long time Samsung Customer. I have 4 Samsung HD TV’s, a Samsung Galaxy Nexus and a Samsung Galaxy 2 7” tablet along with multiple other Samsung products. I’m writing to you as I’m very frustrated with the service I have received on my defective Galaxy 2 7” tablet. The device was purchased at the end of May from Amazon. Right after my return period expired, I started having problems with the device. It would just die and the only way to restart it was to plug the cable in, unplug it and hold the power button for 60 seconds. I called Samsung and they took all my information and said I needed to send the unit in for repair. I clearly explained the symptoms in detail and the CSR said he made all those notes in my repair order.
After 10 days, I received an email stating that my unit was repaired. The Issue summary was simply “DEAD Intermittently” and the fix was “S/W Upgrade (External Factor)” The Service ticket number is 4115XXXXX. The unit was returned today and within 5 minutes was exhibiting the exact same behavior. I again called Samsung service and was told I needed to return my unit yet again. The new ticket number is 411XXXXX.
I am very frustrated that despite sending this unit in for repair once, I need to send it in yet again and be without my device for another 2 weeks. I understand electronics break but what I don’t understand is why I need to return it again after sending in for repair once. I asked if I could just get a new device since it appears to me that the repair center is unable to repair it. I was told that if it comes back again unrepaired, I *may* qualify for a new unit.
I use this device for work and cannot afford to continue to be without it. Now I must wait another 2 weeks before my unit comes back hoping it is repaired properly this time and if still broken then I may be able to get a replacement? Adding additional time to my wait for a fully functional device. I honestly expected much better from Samsung support. It should also be noted that my device was in perfect cosmetic condition when sent in. When returned there are scratches on the back and what looks like pry marks on the back cover. I did not expect to have my device damaged cosmetically along with it not being repaired properly.
Please let me know if there is anything Samsung can do for me. I am returning the Tablet tomorrow, again leaving me without a major work tool for yet another 2 weeks and hoping it is actually repaired and not damaged further. Thank you for your attention in this matter.
A lifelong Samsung customer,
-Michael SXXXXX
[email protected]
[email protected]
215-xxx-xxxx
I received a call the next day and a follow-up email is below:
Mr. SXXXX,
As per our phone conversation, my contact information is below.
Thanks,
Heather XXXXX
NAHQ CSD VOC
Samsung Electronics America, Inc.
85 Challenger Road, 7th Fl
Ridgefield Park, NJ 07660
[email protected]
O: 201-373-XXXX | M: 973-590-XXXX | F: 201-329-XXXX
Office of the President: 1-888-480-XXXX
Below is the email I sent to the CEO of Best Buy regarding my defective Prime tablets:
Dear Mr. Mikan,
I’m sorry to bother you but I feel I have to report issues I’m having with products purchased at Best Buy back in December of 2011.
I purchased 2 Asus Prime tablets for Christmas. One for my son and one for myself. We have had nothing but issues with these tablets. The GPS does not work on either tablet at all. Even after getting the free GPS dongle we cannot get GPS to function. We also have horrible WiFi. I spent hundreds of dollars to upgrade my wireless thinking that would help the WiFi issues. That did not help.
Recently, I started reading where many people are having the exact same issue that I am having. I understand these are design defects in the Asus Prime TF201 and cannot be fixed. Many have returned their ASUS prime tablets in exchange for the newer TF700 table at Best Buy. Even those having their Prime’s longer than I have had success. I tried to do this but was basically laughed at and told “No way”.
I have been a loyal Best Buy customer for years and spend several thousand dollars per year at Best Buy stores and at Best Buy online. I’m just asking to be allowed to return by 2 defective TF201 tablets and get full crdit towards 2 new TF700 tablets. My understanding is the design flaws of the TF201 were fixed in the TF700. Below are my 2 order numbers. Anything you can do to assist a long time customer would be greatly appreciated.
BBY01-4355XXXXXXXX
BBY01-4322XXXXXXXX
Regards,
Michael SXXXXX
215-XXX-XXXX
[email protected]
On this request, I received a call about an hour after I sent it and the woman I spoke to asked which store I wanted to return my items to. Since it was after hours, she promised to call my local store and "see what she could do". The next day at 11:00 AM she returned my call, gave me the managers names and told me to take my 2 Prime's and dock in for full credit towards 2 new TF700's and the TF700 dock. I was in and out of the store in 10 minutes.
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
Bon-Joon Koo is the CEO of LG. From what I can tell, the email address format lg uses is last name first initial at lge.com so I'd try [email protected]. I found this by searching for less than 5 minutes. More diligent searching may find the exact email address. If you get a rejection keep trying different combinations.
silentvisitor said:
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
Click to expand...
Click to collapse
LG was good regarding my 6 year old tv.
Basically, the power board went out, and I was unable to purchase the repair parts.
They gave me a prorated refund of 300 bucks ( would have been more I'd I had receipt) almost enough to buy a new tv.
Sent from my HTC Sensation 4G with Beats Audio using Tapatalk 2
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
RMA Support
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
Click to expand...
Click to collapse
Dear Valued Customer,
I apologize for your dissatisfaction with the warranty of the Nexus 7 and your recent customer service experience. We do value our customers and take negative customer service experiences very seriously. I would be more than happy to assist you from this point forward, please email me at [email protected] and write down service# N140731748 in the subject line. Please also include your RMA number as well as any other previous case numbers.
Thank you for choosing an ASUS product.
Regards,
Scott
ASUS Customer Loyalty
Yikes, weeks!?!?! I have a N7 2013 which I just RMA'ed, and they have it marked received on their tracker Tuesday, July 22 (it was delivered by USPS Monday morning, Jul 21).I bought the device remanufactured with a 90 day warranty and only had the device for less than 24 hours before it randomly reboot in the middle of a game, and put me at the Google screen, and will go no further. I could get into the Bootloader, but selecting recovery takes you back to the Google screen. System image would not restore it either......that said, I called Asus and they told me that it should take 5-7 days on the phone.
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
ariesgodofwar said:
Yikes, weeks!?!?!
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
Click to expand...
Click to collapse
That's exactly where I'm stuck at!
[email protected] - thank you for actually reading my post! I am not completely disappointed at this time. I understand the challenges of a large corporation call center so I'm going to try a little more patience and have some faith in the system. If all works out well, then hopefully my post here just shows the RMA system to be a little quirky, but still turn around great service results. Maybe then my post could be used for possible improvements by ASUS to relieve some of the quirky issues?
So, I received an email yesterday (7:00 am) saying that my invoice payment was due. This troubled me because my invoice was tagged as "disputed" which I figured should stop the invoice process until the the dispute is settled.
I contacted support in the chat window again and it was the service rep was so much better to talk with. Friendly and quick to respond. They even let me know when there was going to be a delay in chat as they had to look up my invoice.
Unfortunately, the rep was as clueless as I am for why the RMA was stopped for "out-of-warranty" work. At first, they thought there might be some sort of screen damage (as I mentioned before, the paragraph had 'screen damage' in parenthesis), but since the itemized quote didn't include anything about screen repair, they really didn't know what was going on.
The said I should be receiving another email in the next few days and confirmed that the invoice billing and un-repaired return shipment would be delayed since I filed the dispute.
Later (3:00 pm) I received another invoice quote email for the $100. When I click on the link to view the invoice PDF (stored on ASUS's website) it goes to an error page stating that the invoice is no longer available.
Uhhh... ok?
I went back to my previous invoice emails and tried those links - the invoice is now gone.
With a little excitement in my veins, I thinking that maybe my dispute was closed and repairs would commence.
I headed over to the RMA status and, unfortunately, the status is still showing "Product Received > (Waiting) > Repairing > Final Testing..."
No new emails regarding the invoice nor the status have been received.
I figure I will wait another day and see if anything changes.
Nothing changed over the last few days so I got on with another chat window. This went very quick and it looks like ASUS is handling it!
"Thank you for the response. It appears that the notes from the Tech were misinterpreted by the agent. This repair will be covered under the warranty. You can disregard this quote and I will have them resume repair right away. Please be advised that repair takes approximately 3-5 business days (excludes backorders & transit time). Once the repair is complete and the unit is processed to ship our automated system will email you the tracking info."
When I check my RMA, it still says "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
The rep said his screen showed that is has reached "repairing". Maybe something isn't syncing properly with what they see to what I can see.
Okay, so I got my RMA back from Asus, and while it sucked to be without my new Nexus 7 2nd Gen for almost 2 weeks, I cannot fault Asus. I called the Service line, Operator was friendly, courteous, and fluent in English. She opened the RMA. I mailed it in, they received on 7/22, and while it did take a while for the tracking site to update initially,, ultimately, they fixed my device, and mailed back to me on 07/25, and I received about 4 days later. The packing slip said it was a LED Indicator Failure, and they replaced some circuit board I believe (the slip had the part number they replaced). It was all under the 90 day refurb warranty, so it was zero out of my pocket. All in all, much less painless than I thought. The only cost to me was the $6 bucks to mail USPS to them. :good::good:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
JamesShall said:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
Click to expand...
Click to collapse
James, I found out that top line never changes, it is the bottom one which says "Product Repair is in Progress" which is where the update actually is. I think that top line is just a "Guide" to let you know the steps of the process. When mine went to "Repair is in Progress" it showed completed and shipped the next day. Good luck with that, hopefully they get it back to you soon.
Finally got the tablet back yesterday! It was shipped with just 40% battery charge so it made it easy to verify if the charger issue had been fixed. I'm not sure if I'm worried or not. The first thing I did was plug it in to the wall and check to see if it would charge. Right when I plugged it in, the wall adaptor made a little pop sound, but I wasn't concerned. I came back 10 min later and the adapter was HOT so I unplugged, let it cool, and tried again. It seems to be working fine now so I don't know what was up with that. Neexus 7 is all cherged up and all is well =)
ASUS should probably do some improvements to their RMA site. For some reason, the bottom set of comments now shows two lines of information for the repair items being complete complete. The information shows the serial number and dates from which they received the unit and completed repair. It also shows the UPS tracking number from when I sent the tablet to them. It would seem to make a LOT more sense if the second line included the FedEx tracking number associated to their shipment to me, but it doesn't.
The RMA page hasn't been very useful through the whole experience so I'm really not surprised.
Exact same issue with the tablet and exact same reply from ASUS
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
JamesShall said:
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
Click to expand...
Click to collapse
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Nexus 7 - charging issue
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
[email protected] said:
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
Click to expand...
Click to collapse
Final Update on Nexus 7 - Paid $100 for a tablet in Warranty....
So, finally I gave-up and paid the $100 for tablet that is under warranty.
My Crime: I damaged the charging port as per ASUS (What the heck?). I just charged the tablet multiple times and that's it. They are claiming physical damage by showing me some picture.
My humble request to users of NEXUS 7. Please charge your tablets carefully, better don't charge at all. Then it will not be physical damage. Or much better, stay away from ASUS products.
Regards
Ravi
They sent some vague photograph (I couldn't really make out anything from it though).
Ayyagari said:
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
Click to expand...
Click to collapse
Same thing happened to me!
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
Click to expand...
Click to collapse
I experienced the exact same thing as you, except my Nexus wouldn't charge AT ALL. I got back the same garbage of a response just today, also weeks after it was sent in. To top it all off, the rep who setup our RMA told us that we would cover the cost to ship it to ASUS and they would cover the cost to ship it back, but as you've noticed, they want ME to pay the return shipping too.
So let me understand this:
The part in question is internal (not a broken screen, button, etc.)
The part is one that ASUS decided to put into the Nexus
The part broke, though no negligence of my own, just decided not to work one day.
How is the customer responsible for that?
I guess if tomorrow ASUS just decided it wasn't going to cover faulty batteries, broken MOBOARDS, etc. we'd all have to pony up for that fault too....
I also filed a dispute, as I have ZERO intention of paying HALF the original cost of the Nexus to fix a problem that, by all rights, SHOULD be covered under warranty (for whatever their warranty is worth, I guess). If ASUS decides they don't have any desire to stand by their product, then I'll be quite happy to spend my money on a competing product next time.
What was the final outcome, if you don't mind me asking?
Disappointed Asus Warranty Service
I bought an Asus X-205TA machine last year, after about 10 month usage. The machine began to have some part of screen dark without display. The screen glass is perfect and since it is so light. it is so easy to carry around. I loved the machine, take good care of it.... no way of drop etc
The screen had more problem for another 3 to 4 weeks and then it can not display, Called Asus, after some phone conversation, they decided to issue RMA and ask me to ship the machine back. Over the phone, they told me that I should pack the machine and ship the machine by myself( this is contrast to many other vendor RMA and warranty). And I asked do I need to pay the shipping back.... Clearly the person answered me stated three times over our conversation that Asus will pay the shipping back.. I am not responsible for the shipping back. and if there is anything that I need to pay that is not covered, they will call me to discuss.
After they received 4 days, I got an email for invoice to ask me to pay for $320 for LCD and $10 for shipping back(And a brand new Asus X-205TA is less than $200 now, it will be insane to pay $320 ) . Nobody called me
Online and this forum, there are tons of Asus tablet LCD experience issue under normal usage. Asus admitted the issue and repaired for them. for me, if the LCD is not working now under 10 month normal usage... and the machine is 11 inch using same LCD as the tablet. same problem. I do not know why they simply decline? If they decline, they should just decline to issue RMA.
1. If the machine is under normal usage and screen is perfect, no any physical damage trace. How can a LCD issue be claimed as physical damage and be declined from warranty service?
2. There are tons of Asus tablet LCD problem under normal usage online and Asus admited the LCD problem and replaced the LCD under warranty. The X-205TA is 11.6 tablet type machine. using the same LCD as the tablet. How can this be different?
3. When customer service issued the RMA, made it clear that I pay the shipping to ship back the machine and Asus pay to ship it back. How can they now charge me to ship it back? --- Do they honor their own promise?
I was considering to purchase an Asus 15.6 machine in the holiday season, now I think I need to reconsider some other brand.. I am very disappointed with this warranty service....
[email protected]I Did A RMA And My Warranty Is Till Out So DO Try Anything From Me And Fedex Delivered My Package Too Yall And Noting Updated
You contac to asus survice center
Thanks for your inquiry! Service center has received your request and is waiting for your product to arrive.
Chanchal 07 said:
very nice
Click to expand...
Click to collapse
Did i @ You NA I Did Not
Hello my friends!
I haven't been posting on XDA for quite a long time but I thought I had to share this with you. About a year ago, I bought a OnePlus One and I was happy with the device itself and CM 11 and 12 as well. However, this summer in July, the microphones of my OPO stopped working during calls.
I started to do some research and found a few threads on the OnePlus forum and on XDA from users complaining about the same problem. The microphone suddenly stopped to work during calls and the person on the other phone could not hear anything. The only workaround is to switch to speaker mode. Some other users also posted workarounds and potential fixes for the well-known issue. I tried all of them but none of them worked. Here are links to some of the threads I am referring to:
OnePlus Forum
XDA
reddit
So as you can see, this is quite a common problem and therefore probably known by OnePlus. Since none of the mentioned fixes helped
and flashing different ROMS did not improve anything I started to get in touch with the OnePlus customer support. Before owning the OPO I had several HTC and Nexus devices and I already had to deal with the HTC support twice because of two hardware failures. The HTC support was surprisingly friendly and simple to deal with, so I figured, contacting the OP support would not be a big deal. I would be proven wrong in the next weeks...
I first contacted the OP support on the 16th of July. I provided them with a detailed error description, a few pics of my device with a timestamp to provide proof of ownership and the request to repair or replace my phone since it was still covered under the 1 year warranty. Shortly after, I received a reply from the support staff in which they asked me to provide a few more details (OS and Android version, CM or Oxygen, etc) which I did instantly.
Then I was forwarded to a "OnePlus tech specialist" who gave me instruction to flash a version of Oxygen OS and to run a microphone test, which of course I did as well. Like I expected, the issue did not disappear magically and I got a reply that a "OnePlus level 2 tech specialist" would have to connect himself to my PC via a secure software and try to fix my phone. They called this remote session. I had to book an appointment for this remote session.
By this time I was already getting quite angry at Oneplus, since it seemed like they were ignoring my actual issue and my request for a warranty covered replacement or repair. I told them that I did not expect that this remote session would help, since I was quite sure that it was a hardware fault. However, they insisted that I had to book this remote session, which turned out to be quite difficult. There were no free slots for the next two weeks. Luckily a slot was suddenly available in the next week when I checked the booking reservations for the tenth time and I managed to book it. Since the time slot was 11AM I had to take half a day off my work to make it to the appointment. A few minutes before the session should have started; I got an email from support to download the necessary software for the session, which turned out to be Teamviewer! I thought this was a bad joke. Teamviewer was their idea of a secure remote session software. I downloaded it anyways (what other choice did I have?) and waited for the level 2 tech. And I waited. After half an hour I wrote to the support that no one showed up yet although my time slot was already almost over. After almost 30 more minutes the tech finally connected herself to my PC. I told her, that she was not allowed to do anything on my PC without my permission since there was confidential data of my clients stored on the PC, to which she agreed to. The session however was a pure joke. After installing some Qualcomm drivers and rebooting my PC and plugging in and out my device about 100 times, she said that my device was indeed broken and that I would now be forwarded to the RMA department.
Almost three weeks, many pointless arguments with the support and this joke of a remote session, after I started contacting the support, I was finally granted an RMA repair/replacement. I thought that it would now finally be over and I would get back a new or repaired device. WRONG. But more to that later.
I got instructions to prepare the package to ship it to the 1+ repair center in the UK. I was told I would have to fill out an online form for DHL since they would come to my house and pick up my device. I filled out the form and was expecting a phone call to fix a time where they would come by as promised by 1+ and DHL. Well, I was at work on a Monday morning and suddenly without a phone call or any notification, a DHL delivery guy showed up at my house. Luckily someone was at home who gave him the package. However, the DHL guy asked for an address, which the person at home did not know, so they called me. Now I had to explain to the guy that I had no idea what the address was because I never got one from 1+. They said that DHL would have the address. So after around half an hour, I was notified that the DHL guy took the parcel with him after with him after he got a call from DHL who said that they knew the address.
The next day, the same DHL guy showed up at my house again (again w/o calling) because he got another order to pick up my phone which he did already yesterday...
After around a week of silence, I was notified from support that they received my package and ran it through a first stage inspection where they detected a water damage. They told me, they would send it to a secondary inspection to verify if it is really a water damage. I could not believe that my phone really had a water damage because I am very careful with my devices and I knew that I never exposed my 1+1 to water or some sort of steam or extreme moisture in general. A few days later they sent me the second inspection report which of course confirmed the water damage and thus my warranty covered RMA was denied. I told them that this could not be possible because I couldn't imagine how my device would have gotten anywhere near water. The next weeks I was arguing with several support members (they changed their names randomly and I had no idea who would reply anymore). I was basically given 2 options: pay 213€ for a repair or pay 45€ of shipping costs to get back the defect device.
After around 3 weeks (they often ignored me for days) I was so frustrated with the company and the way they treated me that I just wanted to get back my device and hence I paid the horrifying 45€ shipping costs (UK-Austria normally costs 12-20€ for a package of this size).
During those three weeks I was doing some research about 1+ RMA denials and look what I have found:
here: reddit
and here: reddit #2
and here: reddit #3
and here(!): reddit#4
So apparently, many users got their RMA denied because of water damage although they never exposed their device to water. There seem to be two water damage indicators (little white stickers that turn red when they are in contact with water) inside the 1+1, one in the headphone jack and one at the bottom of the phone underneath the buttons. Some people were smart enough to take photos of their white indicators before shipping the device off to RMA repair and received an inspection report with a photo showing red indicators, when they got their RMA denied. So these indicators *somehow* seem to have turned red.
After finding this, I was relatively shocked. I mean, I was mad at 1+ for their incompetent customer service but I couldn't believe that so many people had the same struggle and some even have proof that they were falsely accused of being responsible for the water damage. Unfortunately, I was not clever enough to take my phone apart and take pictures of the water indicators but I cannot imagine that they were red when I shipped the device off. Unfortunately I cannot proof anything.
After talking with two lawyers, we came to the conclusion that pursuing further legal options would be very difficult, considering that the law in Hong Kong where 1+ is located is probably completely different. Furthermore it would cost too much and my chances of winning wouldn't be high since I did not have any evidence except many reports of other people with the same problems from the internet.
Now after more than 2 months of arguing with the support I decided to pay the 45€ shipping costs and I'm probably going to sell the defect device but you can be sure, that I'll never buy anything from this company again. I can't proof anything but their warranty denials seem.... shady.
Now, I really hope that you never have to deal with the 1+ customer support because it is simply horribly. They have no idea what they are talking about, they just send copy and pasted replies and often they don't read your replies at all, they ignore you for days, their procedures are extremely complicated and they deny warranties in many(!) cases without a proper reason. Sometimes even, although there is proof that says otherwise.
If you consider buying a 1+1 or 1+2, be warned because the same thing can happen to you. It happened to many people and it will probably happen again.
If you are going to ship off your device to RMA, be sure to take as many detailed, high-res photos as possible of the outside AND of the inside of the device. Be sure to check the water damage indicators and take a good picture of them. Also write today’s date and your name on a piece of paper and photograph it with your phone so that you can proof that the pictures are yours.
TL;DR
Microphone doesn’t work during calls; contacted 1+ customer support; complicated and pointless tries by 1+ to fix phone w/o RMA; after weeks: RMA granted; shipping difficulties; RMA denied because of water damage; many other users also got RMA denied because of water damage despite of proof that there was no water damage; 1+ RMA denials seem shady (see links);
Yeah they tried to rip me off to. Sent me an invite for OnePlus 2.. I saw the timer only had 3 hours left so I ordered. I started reading about the 1+2 and heard about how many problems they were having. I immediately sent them 4 emails over a day and a half (no later than one hour after order was taken) to cancel. I did everything by their book to cancel the order. I do a PayPal claim and 4 days later they said since the funds were frozen my money was coming back and the order would not be shipped. 10 days go by and it's the last day, so I'm supposed to get my money back from PayPal. The idiots sent PayPal a tracking number to PayPal to stop the claim and showed it as delivered to an old address that I didn't even provide on the order. It was the apartment I stayed in for my first OPO... Someone signed my name a day later and forged it. I am a notary, so I give my notary number to PayPal, they see the forged signature and give me my money back. A week later a guy drops off the OnePlus 2 package at my real address. OP tried to get me to send it back to them and I just did screw you and sold of and made $410. They had so many chances and they withheld my money for two weeks, because they didn't want my order to be canceled. In the end they lost, I don't feel sorry for them one bit, and since PayPal settled it, there's nothing they can do. Should have just canceled instead of ignoring me. They reek of desperation.
Sent from my A0001 using XDA Free mobile app
Wow. This really suprises me. I was actually considering of swapping my S5 or just buy a second phone wich would be OPO, but this cleared my mind a bit. Thanks.
welcome in the club !!!
I will never buy anymore a branded OPO smartphone.
I didn't want to RMA the device (the tales spooked me out of it), so I got the microphone flex on ebay for € 24 . when I proceded to install it, I saw the sticker close to the USB port that had colored red, so at least I knew I saved myself some unecessary stress by doing it myself. those stickers go red easily, I never got my phone out of it's case and didn't even use it once under the rain. But on the other hand, oneplus has no other way to tell who is messing around and who is being honest with RMA requests, all manufacturer do it (except Apple who are known to turn a blind eye on your first RMA if you use their own warranty extention plan)
Its really annoying when u does nothing to u r phone and it get damaged and u have to pay half money of that price of phone
$366 for purchasing and 166$ for repairment for broken screen which i doesn't broke with any fall or damage
It just got automatically when it was in pocket whole day at work
What a quality of hardware it is its crap
Never buy this if u then u will NEVER SETTLE
http://forum.xda-developers.com/oneplus-one/general/1-10-settle-t3197005