Lostsorrow

I just wanted to give a fair forewarning to anyone deciding to send their tablets into Asus for service. The Asus customer service/ Technical team is clueless when it comes to troubleshooting your tablet. If there is any way of solving the problem you may be having contact these forums or XDA unless you don't feel like seeing your tablet again for a minimum of a month.

I only had my tablet for less than a week and was one of the lucky lotto winners to receive a tablet without a serial number in the software kernel. The whole point of the claim was because I could not do over the air updates. I had to make multiple calls to Asus to try to get a resolution. After the multiple calls a rep that had 1/2 a brain cell realized that only Asus would be able to flash the kernel and the tablet would need to be sent in for repair. The rep on the phone stated it would only take 7 - 10 business days, which is why I chose to send it in. I was figuring given all the problems there are out the at least they can be fixed in qualified hands and if it still comes back messed up I will still be able to return it from my place of purchase to get a replacement. I did not want to risk getting another messed up tablet as my replacement. My mistake on that one. I set up my claim on 1/11/2012. They did not receive my tablet until 1/17/2012, probably because the address they tell you to send the RMA to is a completely different address then what is stated in their paperwork. I watched my status change on their website to follow RMA claims on 1/18/2011 to a repairing state. On 1/19/2012 the repair status changed to Waiting-[WB5] Wait for Repair\Test\Aging and has been in this status to date.

I had made multiple calls in between 1/19/2012 and today to find out where the problem is and why it takes now 10 business days just to re-flash software. On 1/26/2012 I had yet another conversation with Asus who in turn had a supervisor contact me to resolve this claim. This same rep said it would take 24 - 48 hours for a supervisor to call me back. I received the call in 2 hours from the supervisor. This supervisor said on 1/26/2012 that he will now escalate my repair status and try to find out an answer as to why the repair is taking so long. This same supervisor also said that the actual repair time is 10 -14 business days and the original rep was wrong. This is what we call a Bait and Switch. If the time frame would have been 10 - 14 business days I would have just returned the tablet. To help solve the problem the supervisor promised that my tablet would have a status change of ready for shipping today, 1/30/2012 or other provisions will be made to compensate. I was fine with this until I logged into their website again to see my status has not changed. I called Asus again and got a different supervisor on the phone. This supervisor stated that the first supervisor had no authority to make such promises and he will escalate the issue again but it was noted this time I want a replacement. I already stated to the first supervisor on 1/26/2012 that I wanted a replacement if this was not resolved by 1/30/2012. Needless to say it was a very interesting call and the only answer this supervisor could give was that my request has to go through the proper channels through corporate to resolve the matter now. I called BS on this as a stall tactic to get my repair out to the 14 business day mark and hopefully this matter just "goes away".

This is where irony becomes apparent. My friend also bought a prime at the same time as me, we put both on the same order, and received them at the same time. My friends tablet had dirt under the glass and above the display which was an eyesore. He returned his tablet back to the place of purchase, received a replacement already and has been using his flawless working tablet for approximately 2 weeks now if not longer. There was only a 5 day turnaround time for him to get a new replacement and that was going through a third party to purchase the tablet, not Asus. This delay only solidifies that there are major issues with the prime which Asus cannot resolve and are stalling for time anywhere they can find it. I had one rep tell me that Asus was waiting for tools to test the tablet. It seems as if Asus did not even equip their repair centers to solve warranty claims given how they rushed the prime with all the bugs it has.

Unfortunately at this time I can never purchase another Asus product or recommend to anyone to do the same. Asus' lack of customer support and the fact that their repair centers cannot even update the RMA claims so when the consumer calls in to find out answers is a joke. The universal answer I get each time is "Our system is not updated nor can we contact the repair center to get an answer for you. Whatever the problem was/is and if any parts needed to be replaced, those things will be noted on your return paperwork." I am going to e-mail Asus this as well and will update if I get any answers.

Sorry for the rant but I feel that other people should not suffer through the same misery I am currently going through without fair warning. If you have problems with your tablets return them while you can for replacements or for another brand/model.

kronie

I would never send a defective unit back to the manufacturer when I can simply return for a brand spanking new one. Good luck getting a replacement.

Last edited by kronie; January 30th, 2012 at 01:16 PM.

ryguy5254

First world problems in this topic.

Sounds like you think the world of ASUS revolves around you. I stopped reading when you called something the "Bait and Switch" when thats not what it really is.

Lostsorrow

Ok, if it is not even a Bait and switch it's a false promise.

Ramzes13

Lost is a very good friend of mine, we work in the same office and ordered our tablets at the same time. we received them at the same time i decided to exchange mine through office depot and he decided to send his to Asus. I got my replacement 5 days later, hes on week 3 in waiting for the repair to complete. It may not be a bait and switch, but its a messed up scenario. to pay 500 for device that was defective out of the box, getting a runaround from a pretty high end computer hardware company, shoot i could see if this was an AOC or X-10 tablet...buts its ASUS.

To say that he thinks the world of ASUS revolves around him is bullshit when I have to hear the horrible customer service experience firsthand.

I have a working Prime now, i currently have an Asus G53 gaming laptop, and have used Asus hardware in my PC builds, so i am kind of biased and let down by this situation...and next time read the full post before making comments...

__________________
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IT'S A SAILBOAT!

wynand32

I think that the OP's title says it all: if you're within your return policy on any product and you have an issue, NEVER send it in for repair. Instead, return it and get a replacement. In fact, I'd be surprised if the manufacturer wouldn't recommend the same--every time I've had a product within the return period and called warranty service, they've recommended that I return it as defective. This accomplishes the same thing--gets the item back to the manufacturer for evaluation, if the retailer does as they should--for less hassle and expense to everyone involved.

Lostsorrow

After the multitude of angry calls and the experience as stated above, ASUS replaced my tablet. I will update when I get the replacement back if anything has been changed. It took all the unnecessary drama to make it happen but at least it got replaced. My misery is hopefully over but will know as soon as it's in my hands.

littlewhizkid

Unfortunately my Transformer Prime was outside the window for returns when a crack materialized.


My first Transformer Prime had an issue, dark gray line on the right side and one bad pixel. I returned that unit and told myself I would not buy another ASUS. Made the mistake of going against my better judgement and did order another, with a keyboard. Had it less than one month and noticed a hairline crack in the black bezel. This tablet was never dropped, never hit, never abused in any fashion. Called ASUS, got an RMA number and then the fun began. ASUS took 4 days to log it into their system. Took another three days to post a status, which indicated that "Customer Confirmation CID\OOW" was required. So I checked my email, nothing. Finally called and was told the email would be coming soon. Called the next day, was told this time that all was fine, just waiting for parts. But after calling I did more research and found that the CID\OOW stood for: Customer Induced Damage\Out Of Warranty so I called again.
Let me cut to the chase, ASUS still has my tablet and they claim their policy allows them up to 14 days to make a decision. Pretty good, you send off a defective product and they hold it as long as they like, and leave you in the dark as to what is going to happen to it. There are quite a few other complaints online regarding the Gorilla Glass cracking, some people attribute it to the keyboard others to a fault in the Gorilla Glass.
Look online for service complaints before buying any ASUS product, they are rated extremely low in the service area and having spoke to ASUS supervisors I realize they just don't care. So far I have had four service and one so-called supervisors. Each and every one spewed the same garbage, like a recording. They tell me then want to get it right before they give me a final answer, yet so far the status is that the damage is my fault.

Gooser91

Sent back my second prime. Waiting for my third to arrive.