I got my Prime on January 16th, very happy and proud.
That was the only short period where I have been in that mood.
The more I used the Prime the more I could see that something was not as expected.
1) weak WiFi, compared to any other unit at home, and I have many and from different companies.
2) GPS did not work, (they did not have it removed from specs. yet)
3) Lot of waiting time to get ICS installed (because it was German and needs a specific firmware).
4) and most important thing, WiFi and BT does not work together, which in a tablet is like to say that "a car does not break unless you put your feet on the road to stop."
I have used HOURS on this tablet, troubleshooting, testing, reading, writing, tried 5 different firmwares, 2 different headsets, WiFi Channels, B,G,N. Reboots, resets.
Then 2 days ago, I decided to RMA mine, also after recommendaton by Gary, and ASUS Customer Service. (The latter.. in DK is poor as I never experienced before).
I have been told tuesday that I have to wait up to 48 hours, before getting ans answer, fine!.
Today at 11am the 48 hours were gone. I called and the first thing they asked me was:" what browser do you use"? I said why? I have Tablet's android, IE8 and IE9.. Why? "Ah because sometimes we have issues with RMA made on Explorer browsers."
So are you telling me that you do not receive the RMA, even though the side told me that "all was fine and was sent"?
After 10 minutes, the guy at ASUS CS found out, that nothing has been registered in their system, and he offered me to make a new one, directly.
I am so pissed of at this bunch of amateurs that I will NEVER EVER buy a nail from them.
They could not ask this question or make me aware of that issue, after I spoke to them 3 times the same day about it.
They are making fun of many and they are the less serious company I have ever handled with.
I work as Supporter.. I have some experiences with IT companies and suppliers.
This is the bottom level!
2 times I made the RMA and 2 times "all was fine according the site. I made it 2 times to be sure that I wrote the correct S/N number, as I was in doubt.
Gary if you read this, it's not excuse. Not your fault for sure, but this is out of line and I really believe that ASUS needs a HUGE Team Building, starting from your CEO and ending with you canteen people.
Tomorrow this "innocent" ASUS guy should call me to confirm the RMA is now created correctly. If this is not the case. All media in Denmark and Nothern Europe will read this and more.
Shame on ASUS, idiot me to handle with them!
sorry to hear about it. just keep on their case to make sure they get it done. good luck
If you want to contact Gary Key, PMing him is the method
Asus, And rep generally don't respond to thread on XDA or other forum, unless said topic is made by them.
And if they do respond, they will hardly respond to a thread with threats and insults.
Yelling and screaming at Customer service agent has been outdated 10+ year ago.
I mailed him and the Marketing Manager in Denmark.
Let's see!
bluewr said:
If you want to contact Gary Key, PMing him is the method
Asus, And rep generally don't respond to thread on XDA or other forum, unless said topic is made by them.
And if they do respond, they will hardly respond to a thread with threats and insults.
Yelling and screaming at Customer service agent has been outdated 10+ year ago.
Click to expand...
Click to collapse
PMed him twice...................still waiting !
bluewr said:
If you want to contact Gary Key, PMing him is the method
Asus, And rep generally don't respond to thread on XDA or other forum, unless said topic is made by them.
And if they do respond, they will hardly respond to a thread with threats and insults.
Yelling and screaming at Customer service agent has been outdated 10+ year ago.
Click to expand...
Click to collapse
I've seen Gary post in quite a few threads that weren't his which had particularly nasty attitudes toward ASUS/him. That's really more his job around here than anything IMO
Anyway, yeah, ASUS doesn't seem as organized as they should be. Especially things which are electronically filed, the information should be available to any and all relevant employees immediately upon receipt. As soon as the shipping company updates that the package has been shipped from the user up until the point it's back in my hands, ASUS reps should be able to tell me exactly what's going on and where it is. Naturally they move things in batches, but however they keep up with it is atrociously behind the times or something.
bimbobo said:
Shame on ASUS, idiot me to handle with them!
Click to expand...
Click to collapse
Maybe you'll feel little better knowing that ASUS Technical Support here in Poland is at the same or even worse level. I had no problem in registering my tablet for RMA but please be aware, that if you are going to RMA your Prime due to not working GPS it won't be repaired.
I decided to RMA me Prime at 9th of January and will never see it again because after one month since it has reached the Service Center in Czech Republic, ASUS Poland contacted me to say that GPS won't be fixed. They asked, if I want to start DOA procedure which should take about 3 weeks to get my money back.
We have 1st of March today and I'm still waiting... and what is really annoying, ASUS Poland is now unable to give me the exact date when my money will be returned!!!
My advice for you is to give up the RMA and request DOA, you'll save some time and health.
Gary won't help you here. I read at some thread here, that he has no way to contact with ASUS Europe. He has never replied to my PMs
Regards,
Pletwal
rdalev said:
PMed him twice...................still waiting !
Click to expand...
Click to collapse
Yeah me too. No response and I'm in the USA. Pmd 2 weeks apart. I will enjoy owning my prime but definitely will not buy Asus again. No laptops, monitors, tablets or motherboards ........
Sent from my Transformer Prime TF201 using Tapatalk
Most unfortunate. I don't mean to be rude when I sy this, but if you're an IT guy, why the hell would you be using IE?
That confuses me immensely.
Doktaphex said:
Most unfortunate. I don't mean to be rude when I sy this, but if you're an IT guy, why the hell would you be using IE?
That confuses me immensely.
Click to expand...
Click to collapse
IE 9 is pretty good as long as you dont care about printing I am in the IT field and will use it from time to time but I do think overall Firefox is king
I'm sorry to read that you the "OP" is being ran through the ringer. I hope they get on track with your RMA. I have come to find that Asus outside of Taiwan sucks Donkey D. Asus Taiwan rocks!! They will bend over backwards to take care of their customers. If things don't work out in your favor, shoot a detailed email of your case, a long with a reasonable resoultion to Asus International.
jdbaker82 said:
IE 9 is pretty good as long as you dont care about printing I am in the IT field and will use it from time to time but I do think overall Firefox is king
Click to expand...
Click to collapse
Even IE 8 has this issue with certain printers. I'm actually just running into that issue with a customer, and they can not grasp the fact the IE is not the only portal to the internet...
Firefox is the most stable in my experience. Chrome and Maxthon are fast; Chrome's heavily unreliable and its cache likes to act weird over time, Maxthon I haven't used but for a few seconds so don't know its drawbacks.
Anyway...
Sent from my Transformer Prime TF201 using xda premium via my tethered HTC Vision
..mail with UPS label arrived.
BUT it was WRONG, name and zip code to my house were not correct.
Called UPS, they could not change the info with the correct ones, and could not assure me that all could go well having the wrong address.
They suggested to call ASUS again and ask them for a new. I did it!
So now again new waiting time!
My trust in ASUS is gone, they do not do much to "re-gain it"
The unit will be sent to Chech Rep. for repair, and as I read, they probably do not fix WiFi/BT as "non faulty".
is this post a kind of therapy?
Enviado desde mi GT-I9000 usando Tapatalk
bimbobo said:
..mail with UPS label arrived.
BUT it was WRONG, name and zip code to my house were not correct.
Called UPS, they could not change the info with the correct ones, and could not assure me that all could go well having the wrong address.
They suggested to call ASUS again and ask them for a new. I did it!
So now again new waiting time!
My trust in ASUS is gone, they do not do much to "re-gain it"
The unit will be sent to Chech Rep. for repair, and as I read, they probably do not fix WiFi/BT as "non faulty".
Click to expand...
Click to collapse
Wow, that really is impressively awful on their part. I hope you get all of this resolved in the end.
.. I thought that somebody else could be interested in knowing that ASUS is not trustworthy when things goes bad.
Service is as important as the "fancy" products you sell.
Plus I wanted to share the fact, that if you do not check, push and follow up what they do, you won't get help.
If the mods are not happy with this thread, they are allowed to close or delete it.
There are many Europeans in this forum, who cannot mail or call Gary and his team.
We in Europe are left on our own. All the messages I read from people in Europe here, seems to confirm that.
Anyway, sorry for bothering some of you.
bimbobo said:
.. I thought that somebody else could be interested that ASUS is not trustworthy when things goes bad.
Service is as important as the "fancy" products you sell.
Plus I wann saher the fact, that if you do not check, push and follow up what they do, you won't get help.
If the mods are not happy with this thread, they are allow to close or delete it.
There are many Europeans in this forum, who cannot mail or call Gary and his team.
We in Europe are left on our own. All the messages I read from people in Europe here, seems to confirm that.
Anyway, sorry for bothering some of you.
Click to expand...
Click to collapse
I don't think you need to apologise at all. ASUS on the other hand owe you a rather large apology.
It seems that using the big voice and words helps.
A manager from ASUS in Sweden called me on the phone, apologizing for all the troubles.
The short story is, that they offered to fully refund the product.
Why? Because there is a 10% risk that even sending this at the Repair Center will not sove the issue. He wouldn't and couldn't tell me more, but the story is that, for some "reasons" and even though the WiFi/Bt is now a known problem, they cannot be sure to fix it.
I referred to Gary's mail to me and here in this forum about a possible solution, but yet, he COULD NOT be sure that the replacing parts will do the job. (Metal backplate still jamming everything?? This is MY guess!)
So now ASUS is creating the second RMA label, I will send it to Chech Rep., I will await what happens, and I will contact this manager at ASUS SE when I get it back.
Solved? peace of mind and enjoying finally this device
Not Solved? Refund.
If you get a case manager ***** at them till they send you a free accessory I got a free mouse with my full tablet+ dock refund
Mouse should be here Tuesday
Sent from my PG86100 using Tapatalk
Wordlywisewiz said:
If you get a case manager ***** at them till they send you a free accessory I got a free mouse with my full tablet+ dock refund
Mouse should be here Tuesday
Sent from my PG86100 using Tapatalk
Click to expand...
Click to collapse
*****ing is not what I wish, I like information, competence and support.
I have a tablet for 629€, with issues, they know it, and they should fix it.
I am not fishing about other stuff, just a working tablet.
All this caos is due to the fact that several people either know a little, or tell me different things about same question
Anyway. They will have another chance to act correctly, and I am in touch with a person, who can and will try to help.
Let's see how it goes in "Czech Rep. repair centre".
Related
fluffcat1,
I told you I would run into you again...
Anyone looking to buy parts for your phone DONT deal with Richard...
([email protected])
We conducted a paypal transaction on May 2... and after 1.5 months and some nasty emails I am out of 25GBP... and still have NOT received my camera and back case as promised in the transaction....
I submitted a complaint on Paypal... He emailed me saying that he was upset with me and that if I closed the case he would ship the items... so I did and he did NOt ship anything...
Very clever on his part... since now I can not go back to Paypal and open the claim again...
Note to anyone buying using paypal... If you have a complaint open... DO NOT close it until you are completely satisfied... with the outcome...
Once you close a case you can not open it...
Any Way... just wanted to warn everyone... looking to buy parts for their phones... Richard([email protected]) is a CROOK.
Concep86
And dangerous too :?: :twisted: :evil:
I've replied to all your messages so far and the package was sent insured so as per my last email I can send the proof of postage on to you as according to the royalmail it was succesfully handed to USPS. You are the one who takes weeks and in one case over a month to reply to emails....
The only nasty email I received was your filing the paypal complaint within 7 days of payment as I didn't reply to your email within the 2 days you requested. As it put the funds on hold of course I'd want them releasing before postage! And I don't post international items every day, I wait until I have a few to send as it's a special trip to the P.O to send them rather than going in my normal post collection, as well as filling out customs paperwork and insurance.
My ebay feedback of 1700+ should speak for itself. I'm really going to try and rip someone off over £25 with a turnover of £6k p/m.....
http://feedback.ebay.co.uk/ws/eBayISAPI.dll?ViewFeedback&userid=fluffcat1&ssPageName=STRK:ME:UFS
THINGS DO GO MISSING. In the UK I loose approx 3% of items sent but always manage to claim back from the royalmail as they are INSURED like all my items are. Sometimes it takes 3 or 4 weeks, sometimes longer, but the do pay up. Minus postage costs though :-(
I post approx 50 items per week! I loose about 2! That sort of thing happens, and I'm actually better statistically for postage losses than the UK as a whole.
Now, if you want to do this in public, fine, I'll post the ref here and you can contact USPS on your own, or you can apologize and I'll look into claiming from this end and send you another set.
Lots of people here have bought from me and received their goods fine. Be careful how you slander me in a public forum where posting IP addresses are logged for all users...
Richard
ok... then this is a big misunderstanding....
I still have NOT recevied my items... nor an email from you as to what is happening...
I do not know you other than through our correspondence which has been very one sided...
So what am i to think...
history...on emails...
3/24 inquired into camera and back case...
4/28 apologized for not following up on purchase... as I stated I was called away... shortly after the initial inquiry.
4/28 made payment in error... 25 Us vs 25 GBP... waited for initial payment to be credited back to my account... which you denied payment on... thnak you
5/7 made correct payment via paypal... asked for email confirmation of date shipped with payment.
5/13 had not received a response on my email... so I emailed asking for an update.
5/16 received nasty email in ref to me taking weeks to respond... and expecting you to respond immediatley. asking to cancel complaint
5/17 responding to your email... I cancelled the paypal complaint... and asked politely for an update....
5/31 still had not received an update... so I emaile dasking for an update
6/2 still nothing.. so again i asked politellty for an update...
6/15 posted on this forum
I have not received anything.... Please provide me an update... at
concep86 @ yahoo .com
:lol: :lol: :lol: :shock:
Interesting
You forgot the email complaint you made to paypal just 6 days after sending the correct payment, my response via paypal to that offering a refund, and the several emails I subsequently sent that you replied to - I have emailed many times to [email protected] and have the server logs from exchange 2003 to prove it.
From you own logs you have given it just over 3 weeks to arrive to the US. Surface post ain't that quick you know and you were too cheap to pay for a courier service so what do you expect?
Check your spam filter etc.
Edit - you forgot to mention the reason for my 'long response' ( 9 days!) after payment was you had paid to my *old* email address from when you had first contacted me rather than my current address that I was replying from at the time and the one you so kindly plastered all over this group for the spam bots to find. Thanks. 2 can play at that game. Looks like you're gonna be on your own claiming from USPS.
Richard
We could go back and forth... on this...
I did not forget to include the complaint as i was detailing just the emails that went back and forth between us.
I did mention the complaint in the emails...
However, I did apologize to you for submitting a complaint on the 15th and did not reveive a response...
I am the one putting up the cash for my litlle item... and 25GBP although a small amount is still hard earned.
and i have beenn burned on ebay before.... so sorry if i require a little hand holding...
Where do we go from here... sounds like we just had some bad communication issues to resolve.. we are both honest hard working gents...
lets get past this please... I am willing to make a public apology on this forum... once I receive my items...
as i have stated previously in my emails... i am truly sorry for the misunderstanding....
Thanks...
PS removed emails from previous posts...
concep86
concep86 said:
fluffcat1,
I told you I would run into you again...
Anyone looking to buy parts for your phone DONT deal with Richard...
(email removed)
We conducted a paypal transaction on May 2... and after 1.5 months and some nasty emails I am out of 25GBP... and still have NOT received my camera and back case as promised in the transaction....
I submitted a complaint on Paypal... He emailed me saying that he was upset with me and that if I closed the case he would ship the items... so I did and he did NOt ship anything...
Very clever on his part... since now I can not go back to Paypal and open the claim again...
Note to anyone buying using paypal... If you have a complaint open... DO NOT close it until you are completely satisfied... with the outcome...
Once you close a case you can not open it...
Any Way... just wanted to warn everyone... looking to buy parts for their phones... Richard(email removed) is a CROOK.
Concep86
Click to expand...
Click to collapse
I have ordered items from fluffcat1 without problems. He kept in touch with me and gave me pointers on installing a camera on my SX 66.
Would definately buy from again.
I've ordered from Fluffcat as well. Always very good service, fast and extremely helpful. Just look at his EBay feedback! Surely this could have been sorted out in private.
I'll also go with supporting Fluffycat
Fast and good service for a replacement keypad circuit board for my typhoon and even gave me some money back for the damaged part, sent by paypal only days after I sent it back to him
I'll also go with supporting Fluffycat
Fast and good service for a replacement keypad circuit board for my typhoon and even gave me some money back for the damaged part, sent by paypal only days after I sent it back to him
well it definitely appears that this was just a case of bad communication that went the worse possible way...
i simply wanted an update on the product, when it would ship, after 7 emails and more than 30 days, i still did not have an update.
as for settling this in private ...
What do you think the 7 emails were an attempt to do...
concep86
concep86 said:
well it definitely appears that this was just a case of bad communication that went the worse possible way...
i simply wanted an update on the product, when it would ship, after 7 emails and more than 30 days, i still did not have an update.
as for settling this in private ...
What do you think the 7 emails were an attempt to do...
concep86
Click to expand...
Click to collapse
In the future you should refrain from calling someone a crook unless all of your bases are covered. Just some advice.
I have not been proven a liar...
fluffcat1 can say what he likes... but I have not received my items nor have I ever received an email telling me that the item was shipped...
what do you think the 7 emails were an attempt to do... do you think I was simply stalking... **** I just wanted to know if he had shipped the items...
So for the moment, all my bases are covered....
nswafford said:
concep86 said:
well it definitely appears that this was just a case of bad communication that went the worse possible way...
i simply wanted an update on the product, when it would ship, after 7 emails and more than 30 days, i still did not have an update.
as for settling this in private ...
What do you think the 7 emails were an attempt to do...
concep86
Click to expand...
Click to collapse
In the future you should refrain from calling someone a crook unless all of your bases are covered. Just some advice.
Click to expand...
Click to collapse
nswafford said:
concep86 said:
well it definitely appears that this was just a case of bad communication that went the worse possible way...
i simply wanted an update on the product, when it would ship, after 7 emails and more than 30 days, i still did not have an update.
as for settling this in private ...
What do you think the 7 emails were an attempt to do...
concep86
Click to expand...
Click to collapse
In the future you should refrain from calling someone a crook unless all of your bases are covered. Just some advice.
Click to expand...
Click to collapse
I agree.
It may be an idea to edit your first post to have a less litigious subject. Something along the lines of "Delivery from fluffcat delayed, has anyone else had similar problems?".
And why have you put his email back into your posts. That really does seem childish to me.
concep86 said:
I have not been proven a liar...
fluffcat1 can say what he likes... but I have not received my items nor have I ever received an email telling me that the item was shipped...
what do you think the 7 emails were an attempt to do... do you think I was simply stalking... **** I just wanted to know if he had shipped the items...
So for the moment, all my bases are covered....
Click to expand...
Click to collapse
No, they are not. Lets see what you didn't do....
1: You didn't try using an alternative email address to email me incase either you or I was experienceing server issues. The free providors ( esp. yahoo and hotmail) randomly take to blocking domains if they are recently registered and / or not in their latest DNS list. The domain of the email you so kindly re-plastered over this thread was recently registered. This is one of the reasons I have moved away from a 'free' providor.
2: You didn't try contacting me via my previous email address where we were able to communicate albeit with long gaps for your replies.
3: You didn't try pm'ing me via this site.
4: You didn't try re-contacting me via ebay as first contact had been originally made.
Now, I don't know there is an issue unless I get told - I don't sit at a computer typing in tracking numbers all day checking if stuff has been delivered. All items are sent insured as I previously stated.
You don't want this sorting out it seems - you are just out to stir....with a different attitude on your part I would have been glad to handle the claim and send out a replacement camera module ( I have no free rear covers left :-( as I do when domestic items get lost / mislaid as the wait can be annoying for the claim to be processed.
I have not yet had to claim via the international process but domestic claims take upto 4 weeks ( and they pay the claim as stamps :roll: ) - so I think you need to contact USPS and find out their procedure as I am unwilling to help any further after your comments in this thread and petty re-insertion of my email into it for the spammers to harvest. (As I have admin status over my new domain I'll just set up another mailbox if it gets too much - thanks.)
Your ref is RI763769010GB. Good luck!
Richard
p.s thanks everyone else for the cheer squad! It's usually only the bad experiences people shout about. I appreciate it.
both of you are Guilty of the same thing
Cant we all get along ? Both of you made mistakes and have shown in this forum you are less than civized men. You are but children acting as they do. Both of you should forget the past and try to come to a compromise. As humans we all make mistakes and act on emotions and dont realize that airing your dirty laundry in public without looking at the big picture you show a side of yourselves that you should be embarrassed of. Now that you both should feel ashamed of yourselves(if you dont you should), lets come together and fix the problem. Be the men your parents raised you to be!!!
Re: both of you are Guilty of the same thing
kinmont said:
airing your dirty laundry in public without looking at the big picture you show a side of yourselves that you should be embarrassed of. Now that you both should feel ashamed of yourselves(if you dont you should)
Click to expand...
Click to collapse
Well thanks for lumping me in here but I didn't start it posting here in this thread...just defending myself against points incorrectly made that I was a crook which I am not. Someone calls you a crook in a public forum would you turn the other cheek and be the 'bigger man'? I think not. You would defend yourself, as I have done.
Richard
Hi fluffcat1
I am also an eBay seller and read this thread with interest. I can sympathize with your situation especially when getting a Paypal chargeback in such a short time. However, there are some flaws in your argument.
You are a UK registered seller. As such you are responsible for the delivery of the item. It isn't good enough to say "you pissed me off, sort it out yourself" or "it is with USPS, ask them" (not exactly what you said, I know). The purchasers contract with you was for delivery of the item to him, not to USPS. In the UK you would wind up in small claims and rightly so. You are coming across as being quite unprofessional and taking advantage of the fact the purchaser is US based. You also quote some interesting statistics. I do not believe your claim that loosing 2 in 50 is better than the UK national average. The actual statistics are 0.07% - see the following news item http://news.bbc.co.uk/1/hi/uk/3681547.stm for my references.
As I already stated I am an EBay seller too. However, a loss rate of 2 in 50 would be real trouble for us. We ship on average 120 items a day and that would mean we would lose about 5 a day. We don’t lose that many a month!
As for "with a different attitude on your part I would have been glad to handle the claim and send out a replacement camera module", that shouldn't be your choice, and in the UK it wouldn't be. You are responsible for that item and you have a duty to your customer to resolve it satisfactorily.
"Surface post ain't that quick you know and you were too cheap to pay for a courier service", eh, what about Airmail. You quote international signed for on your auctions but you don't mention that only covers surface mail. The difference between the two is small, for example a 1kg Airmail to the US is £10.00 while surface is £8.30. Did you explain it would take up to 6 weeks for delivery?
“I have not yet had to claim via the international process but domestic claims take upto 4 weeks ( and they pay the claim as stamps )”. I must imagine the cheques them send me when I claim for loss! They have never sent me stamps.
I am curious how you know the item is with USPS as tracking number RI763769010GB is giving no details at all. I was under the impression an International Signed for number would give the date it was collected from you and where it is with regard to processing. See these numbers for an example – RI537451069GB and RI537451072GB.
David.
Hey guys,
I really need to rant a little bit now.
This thread is for everyone creating all those "kill ASUS on facebook/twitter/blog sites" threads.
I really understand your angryness about the initial issues with the Prime, but has anyone of you guys ever thought about that you are doing huge damage to both ASUS and yourself with those hate campaigns?
Best example: "Lets spread information about minor software problems all over the web and its major blog sites"
This is ridicioulus guys... Seriously, ASUS really can't fix for example the serialnumber issue within 3 days...
They need to find out what's wrong first. After that they need to fix the problem. After fixing the testing follows.
All this needs time. And spreading rather unprofessional information all around the web won't speed this up at all.
But now to the main part of my rant: the damage being done to us, the owners of the Prime.
Do you guys really think you are doing anything good with those social attacks?
In fact you are driving many people away from the Prime for reasons which are seriously non-issues.
Lets re-think about the issues and ASUS reactions:
GPS issue: ASUS confirmed, that this might be a hardware problem,
it seems they are starting a bonus program for the ones not happy with the GPS (either 6 more months of warranty or a full refund)
This is actually really embarassing for them, but I couldn't think of any better method to solve this issue
(we are talking about realistic methods here, giving you a free TF700 is not realistic)
The Wifi issue: Well actually we do not know much about this.
ASUS told us it's not a hardware issue, rather an issue of specific batches with wrong firmware. We will see in the future what they can do here
The Wifi/BT issue: As several members found out this is a real non-issue. Speed drops appear across all devices and platforms when using BT and Wifi together. Nothing really to complain about here
Random lockups and reboots and unknown serial number issue: ASUS is aware of these problems, already got fixes and is testing these fixes right now.
Nobody else tests fixes with real customers in a public forum. Thats' great!
Now lets talk about that damage I am always talking about:
Here the facts:
Reporting minor software issue (GPS and Wifi aside here) definitely leads to a smaller customer base for the Prime
Major news sites falsely reported the serial number problem as a hardware problem, leading to confused users which do not want to buy this tablet
Smaller userbases always lead to less support, both from the company and also from our own developers.
Less company support means that we will get less often and lower quality updates for our Prime. The device will be abandonned much faster than devices with large customer bases
Less dev support means less innovating new features from our side, less custom ROMs, less custom kernels, in fact the smaller the userbase the faster the Prime development will go dead
Think of the HTC HD2: the ultimate development phone. Its rather big userbase lead to incredible development. They have everything on that phone: Win 6.x, WP 7, Android 2.x and 4.x, real Linux... Smaller userbases ultimately lead to worse device development
I guess it's already too late, the damage being done by you and the major blog sites is irreparable.
Non tech-focused customers who read Engadget won't get a Prime now.
But these non-tech focused guys are the imporatn part of a customer base.
We tech guys here are always a very minor part of a device's customer base.
Ah and by the way: If you buy a product directly after launch, you have to expect those kind of problems.
I haven't seen any product launch in the last years which had not initial problems and issues. No matter if tablet or phones, HTC or Samsung...
ASUS is always one of the first (the first?) major companies, providing support on xda-developers. That is nothing usual for big companies like ASUS.
Give them credit for this move.
I hope someone actually read that text...
I completely agree, thanks for this post. However the problem is it are mostly people who haven't even bought the Prime are *****ing the most.
I couldn't agree more, *****ing about the problem isn't gonna get anything solved. If you have problems try to help, that way things can get fixed more quickly and then everyone (or at least most) can be happy.
read it and agree, there are issues but the support from Asus on this forums is great.
Srsly? Do you have like Stockholm-Syndrome?
Asus threw an unfinishied product on the market.
They can't fix the SN issue in 3 days? Well, I didn't have such issues with my 4 other android devices. Maybe the should have been testing it.
Of course it is embarassing for Asus, but this is clearly not our fault. We fulfilled our part with odering and paying for a tablet. Rest is up to them.
While I agree that a free TF700 or such things would be impossible, the GPS problem is clearly a sign there has be no/not enough testing.
All the problems you are stating would have been showing due to Asus product testing, again. This is completely THEIR fault and they have to deal with it now.
You think we need to stop reporting errors to make the prime look better and they can sell more?
Dude, seriously. Do you buy a brand new car and when you have issues, you just shut up so the store can sell some more?
I'd really love to love my Prime, but with all those obvious mistakes Asus made, I can't.
The problem with what you are doing is: If you support Asus now, other companies will see it's ok to sell faulty products, and the next generation of tablets could have big issues as well.
You need to say what's wrong for anybody to hear. Or would you like to buy a product and then find out later that it's full of bugs? But nobody tould you because it wouldn't be nice for the company?
Do you think Asus will decrease support if less people are bying it?
Again, this wouldn't be nice, but it's completely in the hands of Asus.
It's a big company and they shouldn't have trouble emplyoing a few guys for support. If not, the save money on the wrong thing. Don't make (Non-)Buyers responsible for this.
No matter what other companies do, bringing an untested product to the market is not acceptable and that is the feedback Asus is getting now.
And no, you don't have to expect those "kind of problems".
When I buy a 600€-Tablet, I expect a full working one, and not in 3 months but NOW. I didn't have problems with my Optimus 2x or Iconia A500.
It's a big difference wether the company is fixing issues or improves the quality with updates.
And another point on Asus working with the community: It's nice they are on XDA, but... I remember there was...is... a locked and encrypted bootloader?
Yeah, right. Asus completely locked the Prime and only promised to make an unlock tool after giant social network ****storms.
Is this "working" with the community? Why didn't they look at HTC and provided an unlock tool from the beginning? Asus is only giving in because they are afraid of more bad attention. And that seems to be the only way for the community to be heard.
Just my 2c.
pintness
I think peoples persistence on forums have forced ASUS to look harder at the problem but never the less they are doing something and its a real credit to them that Gary Key is active on our forums now. I think in this modern age ASUS have took a brave step and one that they should be praised for.
We are all upset about the problems but we need to give ASUS fair time to address them. We have all had a rant but now its time to work with ASUS and give them as much information as possible, this is the only way we all get what we want, loyal happy customers and a fantastic product with new and exciting products on the horizon.
Cut them a bit of slack.
Dear Diamondback,
Damage to ASUS with those hate campaigns? I am sorry, but I am not going to speak well of a company that releases devices with as many problems that I have paid for. If I end up buying a broken device, I will be disappointed. They did not let these devices through proper quality control and we are suffering from it.
Serial number issue should have never happened. WiFi issue should have never happened. GPS should have never happened. These problems can be caught in quality control, but they didn't because they rushed the device to the market before holidays and did not test it long enough beforehand.
Yes, a lot of new devices have tech problems. Difference being that while I have been part of many tech launches as an early adopter in the past, I have never seen a launch that has this many critical problems and this amount of returned devices. Even I had to return a device because the keyboard just did not work and I've never had to do it before in my life.
As for damage to 'us', your points are irrelevant. Social media attacks are important, because they make ASUS more aware of these situations and react quicker. Let's be honest here, ASUS PR has been horrible throughout the Transformer Prime launch. It is only thanks to their customer support and engineers in this forum that we get some information out of ASUS.
I will not 'lie' and say that TF201 is a great device. It is really really good, but if you want to be sure and want a better all-round device then I will suggest people to get an iPad 2 and I will not tell my friends that this device does not have flaws just because this will increase ASUS sales and public image.
These social media attacks are important because ASUS will hopefully try to do better in the future, because a company cannot survive many of these clusterfraks in a row.
If ASUS will 'abandon the device' quicker because people are critical about it, then so be it. It will only make it clear to me not to buy ASUS products in the future, since it is exactly when there are problems, where support is needed. Not providing this will lose them even more customers in the future.
And trust me when I say this, Transformer Prime will never be a popular device in a way iPad, Galaxy Tab or Kindle Fire are popular. It will sell more than the original Transformer, but it will be very little known outside tech circles. Most of my friends don't even know that there is such a thing as TF101, let alone TF201.
How can ASUS change that? Not disappointing early adopters. It is the most crucial thing about products release, since early adopters are the most passionate customers. At the moment though many of us are with flawed screens, weak WiFi, non-existent GPS, devices without serial numbers and countless of other issues that will really hold us back from speaking well about the product we have paid a lot of money for.
ASUS can really change all that by letting devices actually go through quality control and testing. Many of the problems with Prime were detected in just the first days of use by us or the reviewers. ASUS can spare to delay the release by a week to provide additional testing for a fixed amount of devices.
Will they do it in the future? Who knows, unlikely. This device was rushed to the market to get as much sales as possible, ASUS did not care about us, the customers, they cared about their sales.
And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
pintness said:
Srsly? Do you have like Stockholm-Syndrome?
[...]
Just my 2c.
pintness
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kristovaher said:
Dead Diamondback,
[...]
And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
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You both are not getting my point. Instead of going to the media you should report your errors to ASUS.
No matter how incompetent their customer support is on the phone, the errors will reach the developers anyway.
Nobody told you to praise the Prime. I just said that overpainting the issue won't help anyone. Not even you.
ASUS will fix the software problems. And the GPS issue got kinda resolved too. If you are not happy with it, return it.
I am pretty sure there will be other countries than UK and Taiwan with this move.
And yes you can't fix software errors in that scale in 3 days. Just deal with it. That's how software development works.
Oh and I hope that "Dead Diamondback" was a typo.... Otherwise, get off here troll
You haven't mentioned the dock issues lots of us are getting. My dock keyboard only works about 20% of the time I connect it. There is at least 30 or 40 users on here with the same issue, and about double that on the transformerforums site. This may not be a lot but I'm sure a lot of US owners don't own the dock where as is Europe you have to buy it as standard. ASUS support haven't been overly helpful - wait for the ICS upgrade and try a wipe - done that and it still doesn't work - no further update from ASUS. I'm having to send my tablet and dock back and hope the next one works fine - any issues with the new one and I'll be getting a refund.
kristovaher said:
Dead Diamondback,
Damage to ASUS with those hate campaigns? I am sorry, but I am not going to speak well of a company that releases devices with as many problems that I have paid for. If I end up buying a broken device, I will be disappointed. They did not let these devices through proper quality control and we are suffering from it.
Serial number issue should have never happened. WiFi issue should have never happened. GPS should have never happened. These problems can be caught in quality control, but they didn't because they rushed the device to the market before holidays and did not test it long enough beforehand.
Yes, a lot of new devices have tech problems. Difference being that while I have been part of many tech launches as an early adopter in the past, I have never seen a launch that has this many critical problems and this amount of returned devices. Even I had to return a device because the keyboard just did not work and I've never had to do it before in my life.
As for damage to 'us', your points are irrelevant. Social media attacks are important, because they make ASUS more aware of these situations and react quicker. Let's be honest here, ASUS PR has been horrible throughout the Transformer Prime launch. It is only thanks to their customer support and engineers in this forum that we get some information out of ASUS.
I will not 'lie' and say that TF201 is a great device. It is really really good, but if you want to be sure and want a better all-round device then I will suggest people to get an iPad 2 and I will not tell my friends that this device does not have flaws just because this will increase ASUS sales and public image.
These social media attacks are important because ASUS will hopefully try to do better in the future, because a company cannot survive many of these clusterfraks in a row.
If ASUS will 'abandon the device' quicker because people are critical about it, then so be it. It will only make it clear to me not to buy ASUS products in the future, since it is exactly when there are problems, where support is needed. Not providing this will lose them even more customers in the future.
And trust me when I say this, Transformer Prime will never be a popular device in a way iPad, Galaxy Tab or Kindle Fire are popular. It will sell more than the original Transformer, but it will be very little known outside tech circles. Most of my friends don't even know that there is such a thing as TF101, let alone TF201.
How can ASUS change that? Not disappointing early adopters. It is the most crucial thing about products release, since early adopters are the most passionate customers. At the moment though many of us are with flawed screens, weak WiFi, non-existent GPS, devices without serial numbers and countless of other issues that will really hold us back from speaking well about the product we have paid a lot of money for.
ASUS can really change all that by letting devices actually go through quality control and testing. Many of the problems with Prime were detected in just the first days of use by us or the reviewers. ASUS can spare to delay the release by a week to provide additional testing for a fixed amount of devices.
Will they do it in the future? Who knows, unlikely. This device was rushed to the market to get as much sales as possible, ASUS did not care about us, the customers, they cared about their sales.
And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
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GDI read the ****ing OP's first post. He did not ask you to kiss Asus' feet. He did not ask you to say false POSITIVE things about the Prime. He did not tell you to disregard Asus' mistakes. He simply asked you to vent your frustration and give your CONSTRUCTIVE feedback to the appropriate recipient: ASUS.
BTW you have my thanks OP.
kaiserpc said:
You haven't mentioned the dock issues lots of us are getting. My dock keyboard only works about 20% of the time I connect it. There is at least 30 or 40 users on here with the same issue, and about double that on the transformerforums site. This may not be a lot but I'm sure a lot of US owners don't own the dock where as is Europe you have to buy it as standard. ASUS support haven't been overly helpful - wait for the ICS upgrade and try a wipe - done that and it still doesn't work - no further update from ASUS. I'm having to send my tablet and dock back and hope the next one works fine - any issues with the new one and I'll be getting a refund.
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Hm, seems I missed that. My german dock works perfectly. What's the issue exactly?
But still, ASUS is a big company, they can't just find, fix, test, and make an announcement in 3 days...
It reminds me of the launch of the HTC Desire HD, Back then it seemed as though the first couple of batches that made it into customers hands had not been properly tested and manufacturing QC was absolutely terrible.
GPS issues were rife, cases didn't fit together properly, screens were loose with dust underneath them. Then of course there was the screen bleed, stuck pixels and countless other problems.
I remember it well as I was one of the first people on this forum to receive my DHD and I spent countless hours sitting watching IRC channels for root to be achieved.
Now then after that short history lesson, here is the point of my story. There was a lot of complaining about these issues here on the forum, but what most people did was either accept the fact that this was an early batch and realised that as an early adopter these things are to be expected, or they sent them back. End of story.
There was no smeer campaign, nothing. Just people being adult about the situation and that's that.
Thanks for listening.
Doktaphex said:
It reminds me of the launch of the HTC Desire HD, Back then it seemed as though the first couple of batches that made it into customers hands had not been properly tested and manufacturing QC was absolutely terrible.
[...]
Thanks for listening.
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Same here, I think I got one of the first good batches
Nobody started a big ****storm back then and everything is fine today. The Desire HD is still a very good device and it was one of the top sold devices from HTC.
HTC sorted out all problems.
Agree
I actually agree with everything you said diamondback.
I personally love my prime, but i have a couple of issues here and there. Nothing that wont get fixed in the long run. I have a moan here and there, But i still show my support to a brilliant device.
And another thing i have never seen is a compnay actually showing their dedication to fixing the problems like asus. For god sake people they actually have a rep on here talking to people and providing inside information that actually could help. And again in garys posts people are attacking them there.
I really those people who are attacking asus shoulld either:
1. Suck it up and shut up and wait for a fix
2. Sell there device or take it back for a refund and shut up about it.
I know its not the best path, but you have to give a company some time for actually fix these issues. It doesnt happen over night, they ar'nt robots!
Rant over
---------- Post added at 11:57 AM ---------- Previous post was at 11:55 AM ----------
Diamondback said:
Same here, I think I got one of the first good batches
Nobody started a big ****storm back then and everything is fine today. The Desire HD is still a very good device and it was one of the top sold devices from HTC.
HTC sorted out all problems.
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its funny because i have a DHD, i got one of the bad batches and still using it this day. Although HTC's repair team didnt do anything when i sent it back in. 3 days before my warrenty ran out. But that was a GPS issue for me. And im not really that bothered about it to be fair.
I personally love my phone, ive modded it so many times now ive lost count.
Just remember...Man with hand in pocket feel cocky all day
But aren't we pushing for double-standards here?
Because it would be a ****storm all around if Apple releases a product that has even a single critical flaw. Such as iPhone 4 antennagate. People pay a lot for Apple for quality, they don't expect such problems and Apple has very, very few issues like that with their product launches.
On the other hand we have ASUS who releases a product that has GPS that cannot be used, has weak WiFi range (+ broken WiFi on early US units), weak quality control on screen, keyboard and software issues with crashes and inability to update. Transformer Prime has more early adoption issues than iPhone's and iPad's have had in total.
Apple has set the standard, so when we end up paying a lot of money and face this many problems, being publicly critical about it makes sense. Sure you could say that ASUS is small compared to Apple, but if they want to compete with Apple they simply have to do better. If they release a device that is as flawed, it is not just bad for customers, but Android in general. I remember giving excuses to people who used my HTC Desire back in the day that had a multitouch screen that was not multitouch and it was obvious that it is a lesser device. I will feel just as bad when someone tries to use GPS on my Prime and is confused that it doesn't work and so on, because they -expect- the device to function.
Pat on the back and 'better next time' just doesn't cut it, since many of us will be using the device for more than a year. This is not a startup world, ASUS has been in the business for years, they are ambitious with their claims of having created the best tablet, if they cannot live up to it, they deserve the criticism.
They are a big boy and will hopefully do better next time. Market demands it. Otherwise someone else will simply create better devices and wins over the customers that ASUS has. ASUS is unique in that it offers an innovative keyboard dock with Prime, if it becomes popular then competition will increase and I'll gladly jump ship to manufacturer that has a better history with product launches.
Thank you OP for IMHO a needed and well thought out post.
I completely agree with OP post. People that are unsatisfied can easily return device and move on. But no, instead they love to hang around a nag like women with each other. I can tell most polls made here in thisbsection was made to make the Prime look bad. But guess what, it backfired. Most, if not all polls here show in favor of the Prime in a positive light. Don't believe me, just take a look. Of all the people that voted in them, its always 77-85% or more people that are happy with devices, or defect free or etc...
Although the smear campaigns might hurt a little, the ball is already rolling. Even the negative people not going to be able to stop developement. We already have a good number of developers doing alot of great things without bootloader unlocked yet. We have other major developers just waiting to hit the ground running once unlocking tool is available. Its almost surreal sometimes reading the issues some people have. As from 12/22 my device has worked great everyday and have really been enjoying it. Its really sad how some people try to nitpick every single little thing.
If you are unsatisfied with device, do like moderator Jerdog said. Which was get rid of device then, whine somewhere else, AND GO AWAY! Developers not going to want to hear your sob stories. Just imagine once custom roms start being made. Are those same people going to whine all the time after an early build is built n has some issues to be fixed?
Another thing also, some people are plain stupid. They smear n attack Asus for the Prime yet they talk of getting the new A-700. Dumb move. This new device hasn't even been proven tl be better then the Prime and won't be out for 4-5 months at the earliest. People just assume its better because it has a plastic strip across the back. Nothing can be assumed. This hasn't been thouroughly tested or reviewed by major tech sites to say its better. Which a mini test of sorts showed it wasn't, as far as wireless goes. To me. Asus is a great company because I received a great product. If people are to stupid to just return device instead of crying up here online, then that's on them. As they clearly have seen the people that love their devices way outnumber those who don't. sand ususally its the same people always complaining. That's why I've stopped trying to combat them in the threads really. I just report the post or thread, if its unreasonable. This has been working as several complaining threads already have been shut down. Even moderator tired of all the whining.
Just carry your a$$ somewhere else if you don't like your device. Plain n simple!
kristovaher said:
On the other hand we have ASUS who releases a product that has GPS that cannot be used, has weak WiFi range (+ broken WiFi on early US units), weak quality control on screen, keyboard and software issues with crashes and inability to update. Transformer Prime has more early adoption issues than iPhone's and iPad's have had in total.
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I've had NONE of the issues you mentioned. The only thing I can't confirm that works 100% is the GPS since I did not buy this tablet to use as a primary GPS unit! I have a phone that does that and is more PORTABLE since it fits in my pants pocket. Last I tried using the GPS, it locked on my exact location in less than a minute. But really, I didn't really care, I only tested it because of all the damn *****ing on this forum.
So yes, I am a proud owner of a Prime with a "functioning" GPS, STANDARD wifi range, a VIVID screen, operational keyboard dock, no software issues, and updated with ICS.
First, OP, this isn’t just about Asus. What you’re saying in your post is that to protect the image and viability of a product (any product), people should suck up what they’re handed and deal with problems quietly in a way that benefits the manufacturer. That way, the product’s image will be protected. That’s great for current owners looking to reinforce their purchase and to grow the user base, but what about people that haven’t yet purchased the product? Hide defects and issues from them so they can figure it out themselves? If Acer hoses the A700 launch, would you give the same advice to their board? This goes against the principles of XDA.
Back to the Prime. Many of the issues discussed here caused people to say the Prime wasn’t right for them and either returned them or passed. Would you deprive them of that knowledge beforehand to further your personal agenda? Did you sign the “unlock the bootloader” petition? If so, then you’re being somewhat hypocritical.
Manufacturers need to be held accountable for their decisions. In Asus’ case, the choice of a metal back cover, claiming “GPS” when there wasn’t, racing the Prime to market with inadequate testing, and the random QC issues were all self-inflicted. Following your guidance, if this was kept quiet and didn’t impact sales, what incentive would they have going forward to sweat the details and deliver high quality products starting with unit number one?
Any “damage done to the Prime” was done in meeting rooms in Taiwan long before anyone here had a Prime in their hands. And h/w and s/w aside, hopefully Asus learned from this that customers aren’t sheep and willing to accept what they’re given and in the future will provide more frequent, accurate, and consistent communication before and after they launch a product. It’s terrific that after the damage was done Gary Key’s been proactive in cleaning up the mess and Asus offered a six-month warranty extension. Let’s give them an “A” for that. They get an “F” for how they managed the launch, communication, some of their design choices, and initial QC. So, at best, they’ve earned a “C.” If they’re a learning organization, let’s see what they do with the TF700. If it’s a repeat of the Prime, then God help them. And if the TF700 is everything the Prime should have been, that’s what’s going to cause the problems you outlined to happen, not the *****ing.
My friends that bought (and returned) Prime’s are pissed. Anyone trying to get one before the holidays went through flaming hoops and invested a lot of time and energy that they won’t get back via a “refund.” They’ll never purchase an Asus product again and are telling everyone they know about their experience. So even if everyone on XDA follows your advice, the damage will continue long after the postings stop. And it should because that’s what keeps manufacturers in check.
Had a phone call with a VP from Asus. Want to know why after months being released you still can't find one to buy easily? Asus is and has been fully aware of the hardware issues with its tablet. Even BEFORE it was released, but since they (here we go again with this word) announced a release date and wanted to try to get some money in around the holidays was released anyway. Asus is just not producing a lot of them because they know the only way to fix their problems is with a physical hardware change. And of course, the least amount of units you have in the field the less it will cost to fix. This does make sense to me, and it is also almost a given. You don't have to believe me, but I wasn't told not to distribute this information. I'm only holding back the name our of respect.
I interpret this discussion as good news, as it appears they have plans to actually fix or replace our devices. I hope this is true.
Sent from my Desire Z using the XDA App
David Dee said:
I interpret this discussion as good news, as it appears they have plans to actually fix or replace our devices. I hope this is true.
Sent from my Desire Z using the XDA App
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Optimistically, so it would seem.
Pessimistically, they get a smaller class action when they phase out the Prime.
opentoe said:
You don't have to believe me, but I wasn't told not to distribute this information. I'm only holding back the name our of respect.
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WTF?? If you were told not to distribute this information, what exactly do you think that posting on the most prominent dev forum on the internet is? Keeping silent?
Edit: Ok, now I see that you say you were NOT told not to distribute the information. I was confused by the post title "sworn to secrecy".
opentoe said:
Had a phone call with a VP from Asus. Want to know why after months being released you still can't find one to buy easily? Asus is and has been fully aware of the hardware issues with its tablet. Even BEFORE it was released, but since they (here we go again with this word) announced a release date and wanted to try to get some money in around the holidays was released anyway. Asus is just not producing a lot of them because they know the only way to fix their problems is with a physical hardware change. And of course, the least amount of units you have in the field the less it will cost to fix. This does make sense to me, and it is also almost a given. You don't have to believe me, but I wasn't told not to distribute this information. I'm only holding back the name our of respect.
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I am raising the BS flag on this. Asus is a multi-billion dollar company and obviously they must have some business acumen to have achieved this. If they were in full knowledge that their product was fatally flawed why continue to distribute it, even in small quantities? The logical action if this actually were the case would be to pull the product immediately and cut their losses. Continuing to distribute a product that they know is flawed and that they are going to recall would either a) increase the cost of this recall; or b) increase their liability from a class action lawsuit. The OP makes no sense.
Oh, and if this is actually true I take it that this is the last phone call that you will have with your Asus VP buddy
well I just Spoke with the President of Asus on this matter. you know the president is higher up than a VP. I linked him to the op and he said its utter B.S. lmfao.
More like the OP spoke with the VP of the cleaning company that cleans Asus Headquarters..lmao
Thanks OP, I needed a good laugh. this is funny!
edit: SOME GULLIBLE PERSON ACTUALLY BELIEVED THIS.
WARNING! THIS IS SARCASM AT ITS BEST. THIS POST I MADE IS NOT A TRUE STATEMENT. IF HE BELIEVES THIS THEN HE MUST BELIEVE IN BIGFOOT ALSO..LOL
---------- Post added at 10:46 AM ---------- Previous post was at 10:43 AM ----------
paddycr said:
I am raising the BS flag on this. Asus is a multi-billion dollar company and obviously they must have some business acumen to have achieved this. If they were in full knowledge that their product was fatally flawed why continue to distribute it, even in small quantities? The logical action if this actually were the case would be to pull the product immediately and cut their losses. Continuing to distribute a product that they know is flawed and that they are going to recall would either a) increase the cost of this recall; or b) increase their liability from a class action lawsuit. The OP makes no sense.
Oh, and if this is actually true I take it that this is the last phone call that you will have with your Asus VP buddy
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that's what Im saying..lol. VP is not that dumb to admit to a major crime to a mere consumer out of no where. They know better than that. come on now OP, at least make it believable
demandarin said:
that's what I saying..lol. VP is not that dumb to admit to a major crime to a mere consumer out of no where. They know better than that. come on now OP, at least make it believable
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Unless you are the VP, then I wouldn't trash another forum member. I wouldn't be surprised. Maybe he's not a mere consumer. The VP of a big company like ASUS will know that no-one will believe a "mere consumer" anyway. They are getting away with murder.
I was told by the product manager of ASUS South Africa this morning when trying to organise my refund "What do you want? Cause I'm really busy". He did not say it any way that could even be deemed as "nice" or "helpful". This blind fanboyism needs to stop.
To the OP: name and shame.
paddycr said:
I am raising the BS flag on this. Asus is a multi-billion dollar company and obviously they must have some business acumen to have achieved this. If they were in full knowledge that their product was fatally flawed why continue to distribute it, even in small quantities? The logical action if this actually were the case would be to pull the product immediately and cut their losses. Continuing to distribute a product that they know is flawed and that they are going to recall would either a) increase the cost of this recall; or b) increase their liability from a class action lawsuit. The OP makes no sense.
Oh, and if this is actually true I take it that this is the last phone call that you will have with your Asus VP buddy
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Wow, a VP who feels obliged to just give this info over the phone to a random caller, even though Asus as a company has continuasly denied a widespread issue on these tablets?? Smells like another BS post to me, but I dont want to be accused again of stalking the OP's posts.
paddycr said:
I am raising the BS flag on this. Asus is a multi-billion dollar company and obviously they must have some business acumen to have achieved this. If they were in full knowledge that their product was fatally flawed why continue to distribute it, even in small quantities? The logical action if this actually were the case would be to pull the product immediately and cut their losses. Continuing to distribute a product that they know is flawed and that they are going to recall would either a) increase the cost of this recall; or b) increase their liability from a class action lawsuit. The OP makes no sense.
Oh, and if this is actually true I take it that this is the last phone call that you will have with your Asus VP buddy
Click to expand...
Click to collapse
This. +1. 10 char
Moist said:
Unless you are the VP, then I wouldn't trash another forum member. I wouldn't be surprised. Maybe he's not a mere consumer. The VP of a big company like ASUS will know that no-one will believe a "mere consumer" anyway. They are getting away with murder.
I was told by the product manager of ASUS South Africa this morning when trying to organise my refund "What do you want? Cause I'm really busy". He did not say it any way that could even be deemed as "nice" or "helpful". This blind fanboyism needs to stop.
To the OP: name and shame.
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Click to collapse
I would not say that this is "blind fanboyism", at least on my part. The point I was making is that the OP makes no business sense. You don't continue to distribute flawed products when you know that the midterm liability will be greater than the short term profit.
I am less than happy with Asus: I am sure that any fix that may or may not be offered for the hardware issues will not include people who have unlocked their bootloaders even though their TFP's contain the same substandard components. I unlocked my bootloader in full knowledge that I was voiding my warranty and fortunately my hardware issues have been negligible (I would not have done it otherwise). However, my GPS (which I don't use) is non-functional (as I said, not a big deal to me). The bootloader unlock was a sneaky way for Asus to reduce their overall liability by voiding warranties. Overall, I will not loose any sleep over this but looking around this forum there seem to have been a lot of users that have unwittingly unlocked without realizing the full consequences of their actions.
>If they were in full knowledge that their product was fatally flawed why continue to distribute it, even in small quantities?
For one, because the product isn't "fatally flawed," as evidenced by the fact that most here are still using it.
There can be many possible reasons--business and technical--none of which we as outsiders are privy to. You can just as well ask, why release a product right after Christmas shopping season, traditionally the deadest spot of the year for consumer buying.
Here's one plausible reason: Because Asus needed a test bed, since this is the first tablet that makes use of the unibody process from the Zenbook line. It wants to work out the kinks before applying the production process to more mainstream models.
Sure, anybody who said "yeah, I just had a talk with a VP, and he said XYZ" should be viewed sceptically. But what he said isn't exactly outrageous. And it's not asking you to alter your view. It's simply another data point.
>The bootloader unlock was a sneaky way for Asus to reduce their overall liability by voiding warranties.
This would be a good reason for Asus to stop offering the BL unlock for future models, if your attitude is representative of how it's viewed.
Well my ignore list just grew one more person..
e.mote said:
>The bootloader unlock was a sneaky way for Asus to reduce their overall liability by voiding warranties.
This would be a good reason for Asus to stop offering the BL unlock for future models, if your attitude is representative of how it's viewed.
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In general, I think the response to every ASUS effort to communicate and resolve issues has been such that they're probably rethinking being involved in this forum.
e.mote said:
>If they were in full knowledge that their product was fatally flawed why continue to distribute it, even in small quantities?
For one, because the product isn't "fatally flawed," as evidenced by the fact that most here are still using it.
There can be many possible reasons--business and technical--none of which we as outsiders are privy to. You can just as well ask, why release a product right after Christmas shopping season, traditionally the deadest spot of the year for consumer buying.
Here's one plausible reason: Because Asus needed a test bed, since this is the first tablet that makes use of the unibody process from the Zenbook line. It wants to work out the kinks before applying the production process to more mainstream models.
Sure, anybody who said "yeah, I just had a talk with a VP, and he said XYZ" should be viewed sceptically. But what he said isn't exactly outrageous. And it's not asking you to alter your view. It's simply another data point.
>The bootloader unlock was a sneaky way for Asus to reduce their overall liability by voiding warranties.
This would be a good reason for Asus to stop offering the BL unlock for future models, if your attitude is representative of how it's viewed.
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Click to collapse
For the record, in no way do I personally think that the Prime is "fatally flawed". As I stated in my previous post I think it is a great piece of hardware and if have had little reason to be unhappy with it - it works well for me.
However, the implication of the OP was that Asus was aware that it was flawed prior to its release and knew that they were going to have to deal with the resulting issues. This makes no business sense, whereas the the explanation that you give is reasonable. However, you state that the OP is "simply another data point". Data has to be based on fact to be worthy of attention
wynand32 said:
In general, I think the response to every ASUS effort to communicate and resolve issues has been such that they're probably rethinking being involved in this forum.
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Couldn't of said it better myself. What's the point of informing your customers if they are just going to complain about every little thing and expect you to provide more info when they want it?! I don't see where on my receipt/warranty where it states that Asus is SUPPOSED to do this. I think this is probably part of the reason why Gary's posts are getting smaller, the amount of complaints, accusations, trolling and people just generally expecting everything be handed to them is amazing!
---------- Post added at 06:50 PM ---------- Previous post was at 06:47 PM ----------
jyan_osu said:
Well my ignore list just grew one more person..
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Lmao! it's both funny and sad at the same time, the lengths that some would go.
jyan_osu said:
Well my ignore list just grew one more person..
Click to expand...
Click to collapse
opentoe is probably just sexually frustrated since he broke up with his girlfriend cameltoe.
>In general, I think the response to every ASUS effort to communicate and resolve issues has been such that they're probably rethinking being involved in this forum.
It's part and parcel of customer support. I don't think people's reaction here are out of the ordinary. I think the communication process could be better handled, and hope that will be the case once the dedicated CS Gary spoke of is in place.
It's a given that rants tend to get louder when there is a willing ear. But a seasoned CS rep should have no problem filtering out the noise.
I can confirm the OP's post as legit!
Guys, I just called Asus customer service and was immediately transferred to a conference call to the very same VP as well as the President of Asus!! They did confirm that even though they have pending lawsuits so they shouldn't be telling me this, but after gaining their trust over the phone, they did admit that they were well aware of the issues with these tablets, but that they just really needed to make some money, so they went and released them anyway. They also informed me of the secret update that Gary has mentioned, which will be released soon! I can't tell you guys what the announcement will be or they threatened to be really really upset with me if I did!
So now demandarin is not the only person with an Asus contact!!
love you guys!!
This "unavailability" thing also doesn't make sense to me. Practically every Fry's Electronics in my vicinity is stocking Prime 32/64 Grey/Champagne and the corresponding docks. For $499 and $599 plus taxes respectively. I actually stood in line on the release day and was majorly jilted by Apple with the iPad 3 (bad screen/temperature/10 hr recharge issues, to name a few). After 5-6 exchanges and repeated bad screens, I gave up and decided to get the BEST android tab instead. The Prime was an obvious choice. I looked up Amazon and the it looks like they are going for $600+ for 32. I look up Fry's and they got em all. LOL. I'm seriously stumped as to why the online prices have shot up like that. And... get this... my Prime had a dead pixel. It took me a while to unroot and remove the cwm. But it can be done. I took it to Fry's and walked out with a brand new one in less than 15 minutes. I have had no other 'issues' as such. Although I haven't tested the GPS. My buddy mistakenly updated it to .21 and now I'm stuck w/o root. LOL. But hey, otherwise it's a solid piece of hardware. Very well designed. I don't think a lot of people understand the complications behind cutting-edge design and hardware integration. Apple was handing out $5 bumpers for dropped calls. I'm sure Asus has done a much better job with the Prime.
Mind games! I would say no one in here gets any inside info from anyone at asus other than what Gary provides . Anything else is just another wannabie.
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/show...5#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASC Non Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
Well......in short you do have the right to sue them.....
But then , you shouldn't have sent it through postage , but to the Service Centre
"I have to go. It's just....they really need me." - Sora
Perhaps you can sue them,If you have a written proof that samsung gave you wrong address..Sue those darned idiots mate.I will wish for your succesz
Ya...Sue them...Don't they even know to take care of a phone?
Is it me or Samsung really has problems with service, ok I understand, that in my country those are the sellers who do warranty repairs, but that makes Samsung look bad? Today I have called my sellers HQ, none answered, then I tried to skype, still no answer.
100% sue them...it clearly you have the right
Okay, I get the overwhelming impression that you all think I should sue them...
I have never sued anybody, neither have I tried. I imagine it's a little easier said than done
In the past though, I have found that the threat of legal action from similar situations gets results.
Shall I just write a letter to Samsung HQ in Surrey describing their problem with the threat of legal action if I don't get fully refunded and compensated?
Would it be so bad to ask for a Galaxy S III? Drafting the letter in my head, it seems a bit weedy if I tag along the sentence, "and in return for my troubles I'd like a Galaxy S III please, otherwise I will sue you!!!" It would just sound like an opportunist geek trying to get the phone that all his friends have.
However I can imagine they'd be more willing to send me a free and superior phone than to write me a cheque of x amount of £.
The only problem is, there's still the possibility that it might genuinely be lost in the mail through no fault of their own... seems very unlikely, but it's arguable.
Shall I wait a bit longer before I write a letter?
It's 12 days since I posted it. On the 15th day I should assume it has been lost in the mail and Samsung will "sort me out with something".
Further thoughts please.
Thanks for all the replies so far
You don't give a location, but I am guessing you are in UK. I was unable to follow the link to your original thread, but if you put a return address label on the package I would have thought that it would have been returned to you by now or it is at your local sorting/Post office.
Have you checked with them?
My suggestion would be to follow up your recent phone conversation with a letter to Samsung Customer Services in Gateshead and send a cc to the HQ in Surrey. Send both by recorded delivery, so that you have some kind of proof of delivery/receipt. In my experience, although not with Samsung, reason and facts can get better results than threats, you can keep the option of legal action if you get no satisfaction.
Give details of what has happened so far. (omitting the bit about how your phone was bricked! )
Try to give times and dates, what you discussed and, if possible, who you spoke to. Attach a copy of your proof of posting (but dont send original), copies of emails etc
Ask them what they are going to do now, tell them what you would like to see as the outcome of this situation. A phone and some kind of compensation for the inconvenience/phone calls/wasted time, I would guess? Give them a date by which you would like a reply, 14 or so days.
Best of luck.
That's just the kind of advice I was looking for.
Thanks Angewg, your help is very much appreciated
hedgehog90 said:
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/show...5#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASCNon Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
Click to expand...
Click to collapse
Since your in the UK (yay!) you can take them to a small claims court. Also check out the amazing Martin Lewis MoneySavingExpert website. It explains your rights as a consumer.
Sent from my GT-S5830 using Tapatalk 2
I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Click to expand...
Click to collapse
Drafting the letter in my head, it seems a bit weedy if I tag along the sentence, "and in return for my troubles I'd like a Galaxy S III please, otherwise I will sue you!!!" It would just sound like an opportunist geek trying to get the phone that all his friends have.
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Click to collapse
even though i really understand your feelings and frustration i wasnt able to stop my slef from laughing lol... anyways i guess you shoud do as "Angewg" said .. talk.to the right and higher authority in Samsung first and keep the threat at court part for the end or if i may say you can argue first and threat/sue later on .... but you cant threat/sue first and then try to argue ... always play the "BIGGEST CARD/ACE" in the end .... good luck and do let us know what happened in the end .... if they gave you an S III too lol
even though i really understand your feelings and frustration i wasnt able to stop my slef from laughing lol... anyways i guess you shoud do as "Angewg" said .. talk.to the right and higher authority in Samsung first and keep the threat at court part for the end or if i may say you can argue first and threat/sue later on .... but you cant threat/sue first and then try to argue ... always play the "BIGGEST CARD/ACE" in the end .... good luck and do let us know what happened in the end .... if they gave you an S III too lol
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My objective is not to get a Samsung Galaxy S III per se, but my thought was that I deserve not just my phone back but a little compensation. And I feel like it might be a stretch to ask for straight up money. So what could I realistically ask for? A superior phone. S III was the first that came to mind, and I think I am right in thinking it's the best smart phone that Samsung are producing right now.
I'll write the letter today. Thanks again everybody
hedgehog90 said:
My objective is not to get a Samsung Galaxy S III per se, but my thought was that I deserve not just my phone back but a little compensation. And I feel like it might be a stretch to ask for straight up money. So what could I realistically ask for? A superior phone. S III was the first that came to mind, and I think I am right in thinking it's the best smart phone that Samsung are producing right now.
I'll write the letter today. Thanks again everybody
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Click to collapse
I think the £400+ price difference between the two models makes it a bit of a stretch!
You could try asking for
a replacement phone with either a higher specification or a more recent model bearing in mind the inconvenience all this has caused you.
The ball is then in their court.
It might be a stretch... but not as much as a stretch as you suggest. I've just checked and the price difference is actually about £270.
I could argue that the trouble this has caused is about £270... Maybe?
I'll be phoning up the call centre at around 2 PM, explaining all this crap once again (taking names this time), and once and for all asking what's happened and what they are willing to do to help me, because this phone has well and truly been lost IMO.
Yeah there in the wrong but,
Am I the only person the doesn't like the American sueing thing. I just think that people make mistakes. Never see the need to sue anyone.
I thought most people in Britain thought the same way.
Sent from my GALAXY Ace.
I'm pissed off. Here's why:
I've just posted an extremely detailed letter explaining everything, along with copies of emails, pictures, screenshots, etc.
It took ages to write and compile all of this together.
I showed it to my Dad (who is well educated on legal matters such as this) and he told me it was a brilliant letter.
I wrote it on Friday, but didn't want to post it before checking that it was okay with my Dad, so that meant I had to wait til Monday.
At the end of the letter I requested a superior replacement phone as recompense (Galaxy S III), but if they didn't resolve the matter or they didn't reply within 14 days I'd take legal action as they were in violation of my consumer rights.
After posting this letter, I was told by a family member to try phoning the customer service 1 more time.
So I did, and then I was passed around several times between different operators, but I was eventually told this:
My phone was in repair and I should have it back shortly. I think they said 7 days, which would make the entire process a total of 25 days.
I was given the repair centre's phone number so I can track the progress.
So, it actually looks like I will be receiving a phone back...
This doesn't actually please me. I've been under the assumption the last few days that I have a very solid case against Samsung.
I believe that on receiving my letter I may just get what I want.
Would a company like Samsung prefer I took them to a claims court? I doubt it. I think they would probably sort me out with what I wanted before it would get to that.
But now that my phone is apparently safe and sound on its way back soon, I doubt my letter will be taken very seriously.
If they don't look into it and just throw a phone my way willy nilly, then I'd be very surprised, and i don't really consider that a possibility.
Now all I've got to complain about is the massive repair time and the time I've wasted on phone calls, research, emails and one long-ass letter.
In my eyes I still deserve compensation for this, and I probably still could say that I will consider legal action if they don't compensate me in some way, but the lack of a phone sure made it a lot easier to argue my case.
I'll report back in a few days.
Imo, too stupid samsung solve this problem at the court. They can replace your unit than repair because unit defects, in 5 minutes at samsung store.
Just got a phone call this morning. I should have my phone back before the end of the week.
This sucks. I bet they're not going to acknowledge my letter and I'm just gonna have to let all this **** go.
hedgehog90 said:
Just got a phone call this morning. I should have my phone back before the end of the week.
This sucks. I bet they're not going to acknowledge my letter and I'm just gonna have to let all this **** go.
Click to expand...
Click to collapse
Ask for compensation from them.
It's Monday, I haven't received a repaired phone, I haven't got a phone call, I haven't received a written reply.
Nothing.
I hate this.
This is a rant. If you don't like rants then move along.
I am trying to purchase a Nexus 10. And this has been, without doubt, the worst customer experience I have EVER had. First: I buy a N10. The screen is defective, so I RMA it. The replacement arrives (eventually). It is worst than the first. I RMA it as well. I am sent the RMA forms and am told that TNT will send me the return shipping labels. After two days, no labels arrive. I call TNT. They tell me they don't send shipping labels out for Google and that I need to speak to them. They also tell me they will pick up the device, but I need a Google account code. I call Google. I sit on hold for 20 mins+ and am cut off. I call again. 10 more minutes on hold. They tell me the code, adding that they have had endless problems with TNT. I call TNT. I give them the code. They put it all through, but say they need an address to send it to. I don't have one, obviously. I call Google back - again. I sit on hold - again. I speak to 3 people this time. I am told by each that they do not have an address to give me. Yep: Google - which, as it's defining mission statement aims to gather up the world's information - cannot tell me where I have to send my Google device to be RMA'd'. They say that the address is in the barcode of the RMA, and that this can be scanned by TNT. I wonder how TNT can scan the barcode when the RMA form is put inside the box as per their return instructions, but am told that TNT have the code linked to my address. But TNT say they know nothing about it. Eventually I say I am going to put both my faulty N10s in a box - seal it - cancel my orders - and let Google fight it out with my credit card company when the monies don't arrive. After all: I have two faulty devices, and no-one can tell me where or how to send them back. I eventually - after about 1.5 hours on the phone - get put through to a supervisor, who tells me he is going to escalate the case. I have heard all this before, but apparently have no choice since the escalations shipping team don't come on shift for another 5 hours. I tell the supervisor that this is it, and if I don't get a definitive solution to this within 24 hours then I'm sealing the box.
And that, ladies and gentlemen, is where I am at. This is beyond parody. Literally unbelievable.
#2
I decide to call TNT again. They reaffirm their 'we have no idea what you're on about' line. But I get put through to someone who very helpfully says they can sort out a return. They take my details. set up consignment number etc,. and set collection for today. After 10 minutes or so, I ask her what address to put on the bag with the N10 in, and begins: 'ASUS...'. Who? I ask. 'ASUS', she says: 'the people who make them'. 'No', I say, 'they make the N7, this is a N10'. 'Oh' she says, 'the one's made by Samsung - well in that case you need to get Google to send you the labels'.
Has anyone else had any experience of this? How, exactly, are you supposed to return something with no return address?
I'm also facing very similar issues.
Between both companies i am very disappointed.
I will update you once I have spoken to Google for the 4th time this evening
Wow, this sounds like some sort of horrible comedy sketch.
All I can say is that I feel for you, and I hope you get it sorted soon.
Failing that, cancel the payment, keep the devices, and wait for nothing to happen, since, you being unable to find the people to return it to, either 1) they'll call you, or 2) nothing will come of it and you can keep 2 free N10's.
You could defend this in court if it came to it since thy're practically making it impossible for you to send them back.
#3
It turns out that the distributor for Google in the UK is a company called Computer 2000. I have just managed to speak to the lady who sends out the RMA shipping labels for the N10s. But she can only send one out when she gets my RMA code sent to her in the daily report from Google. I get back on the phone to Google. Eventually I'm told that my RMA code has been sent out (this was apparently done 50 minutes ago, so I guess the escalation from the supervisor has happened), and that I need to wait for the labels. Again. Or something.
And to think I sold my iPad for this.
I strongly suspect a call to Visa is on the cards. But let's see.
I had this exact problem with 2 nexus 7s (2 rmas from 1 original purchase). I waited 3 months for a return label in the end. Google wouldn't speak to Computer 2000 who wouldnt speak to TNT. And despite returning both units now, the RMA 'purchases' are still bouncing to the top of my Google play order list every few weeks, like a constant threat that I will be incorrectly charged for them at some point - Google can not explain why this is still happening.
eager27 said:
I had this exact problem with 2 nexus 7s (2 rmas from 1 original purchase). I waited 3 months for a return label in the end. Google wouldn't speak to Computer 2000 who wouldnt speak to TNT. And despite returning both units now, the RMA 'purchases' are still bouncing to the top of my Google play order list every few weeks, like a constant threat that I will be incorrectly charged for them at some point - Google can not explain why this is still happening.
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I do not understand what to do. Google said to call TNT. What the hell has TNT got to do with a return? Who are computer 2000? Im in the UK, these american dudes are useless!!
Hmm,
I told google i wanted to return my nexus10 (which arrived 2 days after buying) because the wifi was a bit iffy, before i sent it back, they sent me another tablet. I still have both, now with updates, both work fine, so am sending one back... pretty flawless and quick service for me (perhaps a karma issue
sharp910sh said:
I do not understand what to do. Google said to call TNT. What the hell has TNT got to do with a return? Who are computer 2000? Im in the UK, these american dudes are useless!!
Click to expand...
Click to collapse
It's got nothing to do with TNT. Google need to send you an RMA form (a PDF you print off). Then, THEY need to send the RMA code to Computer 2000, who are the distributor for Google in the UK. Computer 2000 then send the jiffy bag, which you then arrange to be picked up by TNT. Google's alleged 'specialists' don't know what they're talking about. It's quite shocking. The people I spoke to at TNT and Computer 2000 today told me a litany of horror stories about Google on this. And judging by the completely incorrect and contradictory things I've been told by Google, I'm very inclined to believe them.
fredphoesh said:
Hmm,
I told google i wanted to return my nexus10 (which arrived 2 days after buying) because the wifi was a bit iffy, before i sent it back, they sent me another tablet. I still have both, now with updates, both work fine, so am sending one back... pretty flawless and quick service for me (perhaps a karma issue
Click to expand...
Click to collapse
Let's see how your karma holds up when you get to the actual 'returning' part, shall we? :fingers-crossed:
Thanks for your info, i will be keeping a good eye on this thread as I'm waiting for a return pack for my N10.
It was meant to be in the same parcel as the replacement device, but all i got was the device. i raised it with Google and all they said was that they would get an RMA pack out straight away, but I'm yet to hear anything else
Sent from my Nexus 10 using Tapatalk HD
boominski said:
It's got nothing to do with TNT. Google need to send you an RMA form (a PDF you print off). Then, THEY need to send the RMA code to Computer 2000, who are the distributor for Google in the UK. Computer 2000 then send the jiffy bag, which you then arrange to be picked up by TNT. Google's alleged 'specialists' don't know what they're talking about. It's quite shocking. The people I spoke to at TNT and Computer 2000 today told me a litany of horror stories about Google on this. And judging by the completely incorrect and contradictory things I've been told by Google, I'm very inclined to believe them.
Let's see how your karma holds up when you get to the actual 'returning' part, shall we? :fingers-crossed:
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I just called TNT and google, google told me to call tnt, tnt said they had no idea what I was on about. Then i called google, they said call tnt and giev them my rma number. So I dont want to call tnt again, and it will sound like i am an idiot. SO what should I do? Should I call google again? What should I say? These american google guys have no idea what is going on. They need a UK call centre.
sharp910sh said:
. They need a UK call centre.
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But then they would have to pay UK taxes!
Seriously, you are right. My N7 experience led me to realise that most of the advice the US operators at Google give you only applies to US purchases, and agreements they have with whoever does the US deliveries. After many phonecalls, I ended up asking "does this apply to the UK" after every instruction I was given, and the answer was always "ERM, don't know, perhaps I should escalate your issue".
I had loads of emails demanding payment for immediate return of the devices over the 3 months. The shipping label/ bag did arrive eventually though.
This sounds, word for word, nearly exactly the same as my experience. Although I have FOUR devices that I need to send back. 4th one arrived today, still faulty, still with nothing to return the others with. This is after going back between Google and TNT about 20+ times now over the past couple of weeks. Going to get a refund and wait a few months, really really disappointed.
Has anyone in the UK actually managed to successfully return a device yet?
Wow. What a nightmare. Good luck. Get it together, Google.
Sent from my EVO using xda premium
mrmotivator said:
This sounds, word for word, nearly exactly the same as my experience. Although I have FOUR devices that I need to send back. 4th one arrived today, still faulty, still with nothing to return the others with. This is after going back between Google and TNT about 20+ times now over the past couple of weeks. Going to get a refund and wait a few months, really really disappointed.
Has anyone in the UK actually managed to successfully return a device yet?
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So you have been charged 390 x 4? £1560? Google must be laughing!
Just been back to the phone. I thought I'd ask Google why they're giving out incorrect information about returns. The operator gave me the same line as before, and has reissued another request to TNT for shipping labels. They said they would deal with it personally, and that they would definitely email me back tomorrow, either to confirm that the labels have been sent, or to let me know that TNT have no idea about it. I am not expecting anything to happen at all, but will update with further news if and when it comes in.
Dev paprina
I am also waiting to send 2 back and was told it would be a couple of days before i get the TNT labels etc
After another 1hr wasted on the phone to Google and so called a manager I received an email saying that I have to return the device at my own cost.
Its f*****g retarded. I just want the device gone!
however the hold came off my account so I guess I could keep them both!
Sent from my Galaxy Nexus
Tiggerbits said:
After another 1hr wasted on the phone to Google and so called a manager I received an email saying that I have to return the device at my own cost.
Its f*****g retarded. I just want the device gone!
however the hold came off my account so I guess I could keep them both!
Sent from my Galaxy Nexus
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No way should you have to return it at your cost, if they don't want to sort it out, just forget it, or tell them they can come collect it in court.
Sent from my GT-I9300 using Tapatalk 2
Man just BS them. Tell them that you already sent them 1 week ago or something and say something like "I don't know why you don't have them because I sent them already. It's not my problem. No I will not call TNT, it's your job to call them."