Been having problems with my Prime when it is inserted into my dock. The screen is whiting out and is basically unreadable. I just called their Tech Support. Rep had me reset the unit. Same problem occurs. It is a hardware issue, weakness near the charging port. They gave me an RMA # and told me 7-10 business days for the device to be returned back to me. Keep your fingers crossed for me that my Prime comes back in 100% working condition. I will keep you updated on the speed of the repair and any correspondence I get during the time they have my device.
kevinb77 said:
Been having problems with my Prime when it is inserted into my dock. The screen is whiting out and is basically unreadable. I just called their Tech Support. Rep had me reset the unit. Same problem occurs. It is a hardware issue, weakness near the charging port. They gave me an RMA # and told me 7-10 business days for the device to be returned back to me. Keep your fingers crossed for me that my Prime comes back in 100% working condition. I will keep you updated on the speed of the repair and any correspondence I get during the time they have my device.
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Starting to wonder where ASUS got all their parts quality control seems non existent good luck.
I'm not impressed with the screen on these at all. Yours may not really be a screen issue but more of a connector issue though.
I just returned my second one today. My first had stuck pixels and my second has a weird backlight issue...it looked like if you held a white Christmas light directly behind a sheet of white paper. I keep going back and forth in my head trying to decide how many times i want to go through this.
It isn't as easy as simply waiting for the t700 either. It isn't like asus is going to change their quality control for one tablet and not another. It is kind of funny when people say they are waiting for another asus product due to qc of this tablet. It really is a gamble with each of these.
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Dear Friend,
i just received my asus prime befor 2 weeks and i have slightly use it normal used. and just yesturday i got this black screen with white lines. i dont know why and how but its always there even wail booting.
i think the internal cable for the screen discounted i have open the prime but i did not found any lose cable please advice me. i have attached for you the photo.
also while i am searching for simular problem i found someone upload a video with same issue so that's common problem with asus prime.
Seeing as you've already opened it, I assume you've unplugged/plugged in the video cable, or at least checked it is properly in there?
If so, an issue with the screen itself or with the nVidia chip, maybe MoBo?
Can you hold the power button and feel the device actually power on/off? Maybe try plugging it in via mHDMI to a TV to see if the tablet is actually functioning?
Those dead scanlines
RMA to replace LCD.
Mine was like that (a little less) out of the box.
See http://forum.xda-developers.com/showthread.php?t=1470588
They are currently busy replacing the LCD and I should get it back tomorrow or the day after.
I will ask them for a technical report on the exact issue.
dear friend,
thank you for your replay.
i think my issue different because i don't feel its booting its always like that no speaker sound no picture at all.
i have talk with Asus and they request me to send it to them i hope that they will solve it soon.
leppie said:
Those dead scanlines
RMA to replace LCD.
Mine was like that (a little less) out of the box.
See http://forum.xda-developers.com/showthread.php?t=1470588
They are currently busy replacing the LCD and I should get it back tomorrow or the day after.
I will ask them for a technical report on the exact issue.
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dear friend,
many thanks. i try to hold the power i don't feel the device is working because no sound at all. always black screen.
i have order Micro HDMI from ebay but still i did not received it anyway i will go ahead and ship it to asus in texus.
leppie said:
Those dead scanlines
RMA to replace LCD.
Mine was like that (a little less) out of the box.
See http://forum.xda-developers.com/showthread.php?t=1470588
They are currently busy replacing the LCD and I should get it back tomorrow or the day after.
I will ask them for a technical report on the exact issue.
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Click to collapse
me-ayman said:
dear friend,
many thanks. i try to hold the power i don't feel the device is working because no sound at all. always black screen.
i have order Micro HDMI from ebay but still i did not received it anyway i will go ahead and ship it to asus in texus.
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If you hold the power down after about 10-15 seconds it should vibrate. This should indicate its cold booting. If it does not then you have an additional problem besides the screen. The screen lines from my experience with LCD panels is either going connection issues or damaged ribbon cable or the connectors on either the LCD or the circuit board. You can also check if its turning on completely by plugging it into your PC via usb and see if it'll recognize it. But ya your best bet is to send it in.
i am from outside the US. just before few days i ship the asus prime. and yesterday i have received a call from the shipping company that they need to charge me 60$ for Tax. i want there and pay for them. i was very supprize its used product and i just send it for repair !! so its cost me 2 much to ship it and tax and return the shipment again. i hope that asus will solve the problem quickly.
aznmode said:
If you hold the power down after about 10-15 seconds it should vibrate. This should indicate its cold booting. If it does not then you have an additional problem besides the screen. The screen lines from my experience with LCD panels is either going connection issues or damaged ribbon cable or the connectors on either the LCD or the circuit board. You can also check if its turning on completely by plugging it into your PC via usb and see if it'll recognize it. But ya your best bet is to send it in.
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hallo
i am very happy Asus service center replace the screen within 4days and they ship it out.
Hi.
So suddenly my tablet just decided that its screen dont wanna work!
I thought it died altogether, but I got notification sounds coming from it, indicating that it was still on.
I plugged it into my TV through HDMI and it works, so basically the screen is up **** creek.
Anyone know if this is repairable at home through some troubleshooting? Or if i have to RMA it?
Secondly, because of this problem, coupled with the fact my camera started showing green lines, and also that the system was laggy as hell, AND also because this is the second major issue i had with it, - first time its screen died for some reason after an update and it never turned abck on..
i personally would prefer to get cashback for the tablet, or a brand new device...
is this 'legally' possible in australia?
Gabroo said:
Hi.
So suddenly my tablet just decided that its screen dont wanna work!
I thought it died altogether, but I got notification sounds coming from it, indicating that it was still on.
I plugged it into my TV through HDMI and it works, so basically the screen is up **** creek.
Anyone know if this is repairable at home through some troubleshooting? Or if i have to RMA it?
Secondly, because of this problem, coupled with the fact my camera started showing green lines, and also that the system was laggy as hell, AND also because this is the second major issue i had with it, - first time its screen died for some reason after an update and it never turned abck on..
i personally would prefer to get cashback for the tablet, or a brand new device...
is this 'legally' possible in australia?
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Click to collapse
if you are able to RMA it, i would highly suggest to RMA it
if there is no physical damage, not unlocked you should be able to RMA the tablet
once you open it up and try to fix it your self, your warranty will be void
Gabroo said:
Hi.
So suddenly my tablet just decided that its screen dont wanna work!
I thought it died altogether, but I got notification sounds coming from it, indicating that it was still on.
I plugged it into my TV through HDMI and it works, so basically the screen is up **** creek.
Anyone know if this is repairable at home through some troubleshooting? Or if i have to RMA it?
Secondly, because of this problem, coupled with the fact my camera started showing green lines, and also that the system was laggy as hell, AND also because this is the second major issue i had with it, - first time its screen died for some reason after an update and it never turned abck on..
i personally would prefer to get cashback for the tablet, or a brand new device...
is this 'legally' possible in australia?
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Click to collapse
I'd also say RMA it. Most likely the LCD cable came loose inside... But it is also likely that the LCD decided to die. Either case, it's warranty repairable, as is the green static camera. Opening the device WILL void your warranty, so I'd suggest against it.
This message was smashed through a small grate by a slice of lemon wrapped 'round a large gold brick.
When a new screen comes up on my Prime (like swiping homescreens or opening a new app) the display shifts up then down for a couple seconds. On top of that, I have noticed significantly reduced Wifi speeds and connectivity (new to the Prime). I get about 1.4mbps down then on my SGS3 i get about 18mbps down (not testing at same time, sequentially).
I called Asus support and they said to do a hard reset even though this is obviously a hardware issue. This will be my third Prime in seven months. The RMA will just give me another prime instead of a permanent long term fix (plastic backing) since I dont really mind the screen shift too much.
camelontherun said:
When a new screen comes up on my Prime (like swiping homescreens or opening a new app) the display shifts up then down for a couple seconds. On top of that, I have noticed significantly reduced Wifi speeds and connectivity (new to the Prime). I get about 1.4mbps down then on my SGS3 i get about 18mbps down (not testing at same time, sequentially).
I called Asus support and they said to do a hard reset even though this is obviously a hardware issue. This will be my third Prime in seven months. The RMA will just give me another prime instead of a permanent long term fix (plastic backing) since I dont really mind the screen shift too much.
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lol, seems they are wiiling to use all their money to give you new,still defective primes than giving you an infinity...
I just spoke with Tien via email and essentially...
Although the current Support Ticket with Asus will result in me getting my fourth RMA, Tien has stated that until a unit is pushed through the process 3-4 times, they will not consider other options like replacement.
I am unwilling to wait for a total RMA/Support cycle of 7-8 times with Asus.
Ok let me start from the beginning. I ordered my nexus 10 on december 5th and by the 14th it still was not processed. On the google play store it was sold out, so I called up Google and asked what was going on. They appologized for the delay and sent one out right away with two day shipping at no extra charge. I received my nexus 10 yeaterday only to find the seals on the box already opened. The seals state that if they are opened do not accept the package, and again I called Google. They reashured me that it was a new unit and they had no idea why the seals were broken and offered to cover my shipping costs. After opening the box everthing looks new, the plastic was one the tablet and the charger, and nothing was missing from the box. The tablet is flawless even though I think they sent me a refurb there is no light leak, the back does not cave in like others have reported, and the screen evenly disturbes the light. I have run into one problem thought and since I got it the tablet has restatred on me three times. So here is my delima: wehter or not the tablet is refurbished I do not care because it is flawless, but on the other hand do you think the random reboots are due to it being a refurbished or bad unit? Is anyone else experianceing random reboots? Next I am going to try to root it to see if that makes a difference. If not I may just call back and complain and demand a new in box unit with unopended seals.
billups55 said:
Ok let me start from the beginning. I ordered my nexus 10 on december 5th and by the 14th it still was not processed. On the google play store it was sold out, so I called up Google and asked what was going on. They appologized for the delay and sent one out right away with two day shipping at no extra charge. I received my nexus 10 yeaterday only to find the seals on the box already opened. The seals state that if they are opened do not accept the package, and again I called Google. They reashured me that it was a new unit and they had no idea why the seals were broken and offered to cover my shipping costs. After opening the box everthing looks new, the plastic was one the tablet and the charger, and nothing was missing from the box. The tablet is flawless even though I think they sent me a refurb there is no light leak, the back does not cave in like others have reported, and the screen evenly disturbes the light. I have run into one problem thought and since I got it the tablet has restatred on me three times. So here is my delima: wehter or not the tablet is refurbished I do not care because it is flawless, but on the other hand do you think the random reboots are due to it being a refurbished or bad unit? Is anyone else experianceing random reboots? Next I am going to try to root it to see if that makes a difference. If not I may just call back and complain and demand a new in box unit with unopended seals.
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Mine used to reboot once every couple of hours use, maybe once or twice a day? I've not had any issues after installing CM10 though, not one reboot in about a week!
billups55 said:
Ok let me start from the beginning. I ordered my nexus 10 on december 5th and by the 14th it still was not processed. On the google play store it was sold out, so I called up Google and asked what was going on. They appologized for the delay and sent one out right away with two day shipping at no extra charge. I received my nexus 10 yeaterday only to find the seals on the box already opened. The seals state that if they are opened do not accept the package, and again I called Google. They reashured me that it was a new unit and they had no idea why the seals were broken and offered to cover my shipping costs. After opening the box everthing looks new, the plastic was one the tablet and the charger, and nothing was missing from the box. The tablet is flawless even though I think they sent me a refurb there is no light leak, the back does not cave in like others have reported, and the screen evenly disturbes the light. I have run into one problem thought and since I got it the tablet has restatred on me three times. So here is my delima: wehter or not the tablet is refurbished I do not care because it is flawless, but on the other hand do you think the random reboots are due to it being a refurbished or bad unit? Is anyone else experianceing random reboots? Next I am going to try to root it to see if that makes a difference. If not I may just call back and complain and demand a new in box unit with unopended seals.
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The rebooting happens to alot of people. I doubt yours is a refurb. I read several tips about the reboots by turning off the location services etc and my reboots are down to like 1 a week. I would also say that if you have not issues then you definitely do not want to send it back. This forum is filled with people who sent a minor flawed tablet back only to end up with a much more flawed tablet. And it starts a cycle.
Shane_pcs said:
The rebooting happens to alot of people. I doubt yours is a refurb. I read several tips about the reboots by turning off the location services etc and my reboots are down to like 1 a week. I would also say that if you have not issues then you definitely do not want to send it back. This forum is filled with people who sent a minor flawed tablet back only to end up with a much more flawed tablet. And it starts a cycle.
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Yeah thats exactly what I don't want to due I could care less if the seals were broken becuase the unit I got was flawless.
stiggy2012 said:
Mine used to reboot once every couple of hours use, maybe once or twice a day? I've not had any issues after installing CM10 though, not one reboot in about a week!
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Thanks for the advice I am going to root it when I get home.
Reboots are more often software or firmware related rather than hardware. Installing another ROM and kernel will probably fix your reboots, but if they do not then it is probably best to RMA because it is a more serious issue
I haven't had mine reboot, but I did get it to crash one time. I think I was to blame since I was in a game, switched out to calendar, back to game, chat, then youtube in quick succession.
I did read that people were making sure that Currents had background syncing disabled. I did that as soon as I turned on the device. Couldn't tell you if that was the sole purpose of me having trouble free operation with my unit. Good luck.
billups55 said:
Ok let me start from the beginning. I ordered my nexus 10 on december 5th and by the 14th it still was not processed. On the google play store it was sold out, so I called up Google and asked what was going on. They appologized for the delay and sent one out right away with two day shipping at no extra charge. I received my nexus 10 yeaterday only to find the seals on the box already opened. The seals state that if they are opened do not accept the package, and again I called Google. They reashured me that it was a new unit and they had no idea why the seals were broken and offered to cover my shipping costs. After opening the box everthing looks new, the plastic was one the tablet and the charger, and nothing was missing from the box. The tablet is flawless even though I think they sent me a refurb there is no light leak, the back does not cave in like others have reported, and the screen evenly disturbes the light. I have run into one problem thought and since I got it the tablet has restatred on me three times. So here is my delima: wehter or not the tablet is refurbished I do not care because it is flawless, but on the other hand do you think the random reboots are due to it being a refurbished or bad unit? Is anyone else experianceing random reboots? Next I am going to try to root it to see if that makes a difference. If not I may just call back and complain and demand a new in box unit with unopended seals.
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How long does an RMA take to fix wifi, camera and mura (excluding shipping)?
I've sent mine in but the status just says 'Product repair is in progress.--'
Does ASUS do anything to fix/improve wifi (really bad signal on mine) or do they replace the tablet with a refurb?
Thanks
sahilcc7 said:
How long does an RMA take to fix wifi, camera and mura (excluding shipping)?
I've sent mine in but the status just says 'Product repair is in progress.--'
Does ASUS do anything to fix/improve wifi (really bad signal on mine) or do they replace the tablet with a refurb?
Thanks
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it depends on where you live,
but it can range from a few days to even a couple months (from what i've seen at least)
in canada typically it takes about 2~4 days for me at least
And do they replace or fix the prime?
sahilcc7 said:
And do they replace or fix the prime?
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I just got my RMA back today and can verify that they fix, not replace the Prime. I sent mine in for the green camera issue. The thin strip of metal above the usb/dock port had cracked and I had expected them them to contact me saying I had to pay for that repair (or hoped they would simply replace the whole prime for the green camera issue). They did neither, as promised they fixed the camera and sent it back promptly.
sahilcc7 said:
And do they replace or fix the prime?
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Click to collapse
I sent mine in for the camera fix. It took about 6 days and they actually sent me a different one.
It's been 5 business days, wondering whether I should call them and ask what the progress is..
they Received mine on the 17th for Green Camera and WIFI issues today its back with DHL ready to be shipped back, repair was finished yesterday.
So that's a 5/6 day turn around time including the weekend.
So ASUS has just completed the repair according to their website.
Received: 2013/01/16
Completed: 2013/02/08
They said it would take long because they have to import the camera module.. Why can't they use faster shipping? It doesn't take 3 weeks to import one tiny part...
They haven't called/emailed telling me it's been finished, and they're probably going to take their time getting it shipped back to me, and *I* have to pay for shipping. I'll call them on Monday..
Just received my tablet today...
And...
Wifi is worse. Other issues have been fixed. The wifi no longer connects without pressing down on the bezel at the top on the right and left side. And when you press the bezel down, it makes an annoying noise as if something isn't seated. Then by looking at the screen from the corner, it isn't even seated down fully. It's still slightly sticking up. I am extremely dissapointed with ASUS.
So I was without my tablet for a month, and they haven't even fixed the main problem.
They replaced motherboard, screen, camera.
Sent mine RMA for bad back camera, dodgy wifi and poor to no GPS, some performance issues.
They changed the motherboard, the screen and the camera, i got it back 6 days after sending it and it was locked to JB but with a different working serial (i was able to unlock)
Wifi is much the same, GPS still doesn't work, camera works a charm and the bloody screen around the edge appears to not be together properly, device does perform a bit better but it's still not right, i'm looking for something else.
Not the people to be inspiring confidence are asus, saying that it was a quick turn around.