Of course it happens 1 day after the return period. Hopefully this will be covered by Asus and not turn into a RMA nightmare. Does anybody have any info if this is an easy fix? Also my battery is draining at a more rapid speed too. Could these problems be related? The last 2 pins on the bottom are now broken off as well.
-UPDATE- 6/1/12
Sent it out for an RMA on May 18th, one day before my 30 day RMA would expire. I got it back from Asus after a couple little scares. First, I forgot to take out my Class 10 32gb Micro SD card. I went on to the support chat and they said it was no problem and happens all the time. I called customer service after and they made an addendum to my RMA saying an SD card was included. After about a week and a half of the status saying "Repairing" it finally changed to "Waiting for customer reply OOW-CID" I again went straight to support chat and they guy told me that it might be a case of Customer Induced Damage. I explained that it was most definitely not CID. He told me to call and explain my case becomes sometimes it turns out not to be CID. Procrastination got the best of me and I forgot to call. Next thing I know I get an email saying Asus shipped my Prime back. At this point I just hoped for the best. Coming home June 1st I see a little package right outside my door. All the time wondering why Fedex didn't have anyone sign for it like the directions say. Someone could have a nice little tablet assuming they were brave enough to take it off my steps. Opened it up and BAM! Fixed good as new!!!! SD returned and everything! The only thing that I was a little puzzled by was they gave me back my crappy broken cord. Which is what started this whole thing in the first place. I don't really care about that since I got another one off eBay for like 8 bucks. So here's the breakdown:
Pros-
Fixed for free
SD card was taken care of
Only 12 calendar days (not work days) until it was back in my hands
No new scratches/dents/cracks/bleeding/anything from being opened and worked on
Very helpful customer service
Cons-
Didn't replace cord (No big deal)
Put me on that short list of people that had a very positive RMA experience. I thing Asus is starting to get it's shizz together after some less that stellar RMA performances. I sent mine to the Texas facility BTW.
Explodee said:
Of course it happens 1 day after the return period. Hopefully this will be covered by Asus and not turn into a RMA nightmare. Does anybody have any info if this is an easy fix? Also my battery is draining at a more rapid speed too. Could these problems be related? The last 2 pins on the bottom are now broken off as well.
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Click to collapse
Its not a factory flaw (although i think the connector on the tablet is asking for it), I'm afriad, youll be liable for the repair.
Battery drain could well be bacause there are pins shorting on each other, try to seperate any that are touching with tweezers etc (carefully)
Any idea how much they will charge?
I have similar damage to my dock (not tablet). It got dropped while being charged & landed on connector. Both cable & dock connector damaged. Definately a weak point!
I contacted ASUS UK who's only suggestion was return for repair (at quite a high MINIMUM cost).
Instead, I've obtained a new dock from the USA - probably cheaper than a repair.
I've also managed to obtain new connectors and will attempt my own repair.
paulpuk said:
I have similar damage to my dock (not tablet). It got dropped while being charged & landed on connector. Both cable & dock connector damaged. Definately a weak point!
I contacted ASUS UK who's only suggestion was return for repair (at quite a high MINIMUM cost).
Instead, I've obtained a new dock from the USA - probably cheaper than a repair.
I've also managed to obtain new connectors and will attempt my own repair.
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Click to collapse
Where did you get a new dock connector? I was looking around and couldn't find a replacement part.
I'm not 100% certain until they arrive, but I think the connectors are made by TE connectivity, either part number 2129260-2 or 2129273-1
I have ordered mine from Mouser Electronics
uk.mouser.com/ProductDetail/TE-Connectivity/2129276-1/?qs=UlfnwZ2x8nSgxOi2zKjuCA%3d%3d
There is a Data Sheet available from this page that provides information on the range.
Explodee said:
Of course it happens 1 day after the return period. Hopefully this will be covered by Asus and not turn into a RMA nightmare. Does anybody have any info if this is an easy fix? Also my battery is draining at a more rapid speed too. Could these problems be related? The last 2 pins on the bottom are now broken off as well.
Click to expand...
Click to collapse
if its been less than 90 days since purchase, I think you can buy a squaretrade warranty ...check out the site or call and ask them what the policy is.
Read through this thread it will give you a better grasp on them:
http://forum.xda-developers.com/showthread.php?t=1471404&highlight=squaretrade
Try http://www.asusparts.eu/index.php?cPath=222155_222535
not exactly sure what the part number would be .. you might have to take yours apart to find that out first
how did you do that?
How did it happen? Is there a way to say how it happened that's not far from the truth but sounds a little more in your favor? Something like : I was having difficulty connecting the power supply since I got it and thought it wasn Edit: wasn't right and now it looks like this and won't work anymore?
I'd also change the pic to a little farther away. While it's good for us it looks bad on your part showing it that close up to Asus. Don't know but maybe they would have you send a pic before you send the tab to determine if it is covered.
I think I would just act like I don't know exactly how it happened and see what they say. I think they would cover it because it is so new.
I made a request about a week ago on the Asus site but they were way too slow to respond so I called them up yesterday. I had a very helpful guy on the phone talking to me who was asking me all the questions. I told him that I am super careful with this thing and gadgets in general. (Never lost a phone, or even broken one. Same with all my computers/mp3 players and so on) I had a case and screen protector ordered even before I bought my Prime. I told him the cable must have been crappy and it totally screwed up the inside connector. He put me on hold after I gave him my whole spiel and came back with a RMA number and instructions/e-mails to be sent out for service. I am posting on here to see if anyone had a similar experience and also to see if this would be covered. I read in the e-mail that physical damage is not covered. But if the cord is faulty and caused this then it would be covered right? And since I was given RMA authorization does that mean I'm in the clear? Or am I sending it away for 3 weeks for them to just say tough break sucka, we don't cover that.
It's possible it could be covered but best believe they will check to see if this was user induced damage(U.I.D). If they don't cover it and you're within 90 days of purchase, just buy the squaretrade warranty that covers physical damage. It'll be cheaper than paying Asus to fix it if they decide not to cover it. I seriously doubt someone would intentionally break the only source of power for the device but Asus could see it as user caused damage by not handling the plug Right.
Your story makes me Leary now of constantly using the prime while plugged up. I don't want to stress the 40pin connector to break like yours did.
Good luck! Remwber square trade of you within that 90 day window and if Asus denies you coverage.
Explodee said:
Of course it happens 1 day after the return period. Hopefully this will be covered by Asus and not turn into a RMA nightmare. Does anybody have any info if this is an easy fix? Also my battery is draining at a more rapid speed too. Could these problems be related? The last 2 pins on the bottom are now broken off as well.
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Click to collapse
Aren't these pictures of an original TF-101, rather than a Prime? The design of the back cover is a bit of a give away.
TheKraken said:
Aren't these pictures of an original TF-101, rather than a Prime? The design of the back cover is a bit of a give away.
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Lol, what? TF101 is thick and brown, doesn't have tapered edges like the Prime. That's a Champagne Gold tapered edge slightly covered up by a Skinomi carbon-fiber skin.
Anyway, that sucks. Wouldn't the part itself be interchangeable with TF101 counterpart? Or would they maybe be routed differently? Didn't look at the linked parts, is that what they were?
buxtahuda said:
Lol, what? TF101 is thick and brown, doesn't have tapered edges like the Prime. That's a Champagne Gold tapered edge slightly covered up by a Skinomi carbon-fiber skin
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Yup, you're right. My mistake.
Have to say, I'm not liking that Skinomi skin compared to the Prime's spun metal finish.
TheKraken said:
Yup, you're right. My mistake.
Have to say, I'm not liking that Skinomi skin compared to the Prime's spun metal finish.
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Click to collapse
Yeah, it also is too abrasive of a surface. Protects the Prime and all, but be careful with expensive wooden tables, and it's rubbing the fake leather off my minisuit case. I actually just took it off the keyboard so it's only on the Prime now. Once I tire of it altogether, I think I'm just going to put Skinomi's clear cover on the entire thing; keep it protected and pretty
Sent from my Transformer Prime TF201 using XDA Premium HD via my tethered HTC Vision
TheKraken said:
Aren't these pictures of an original TF-101, rather than a Prime? The design of the back cover is a bit of a give away.
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LMFAO at this. =)
As far as CID, the guy could have given you an RMA number just to get rid of you. I hate to be so blunt about it but you MAY have a fight on your hands with this one. They MAY tell you since its CID you have to pay shipping both ways, now I am not saying that it IS CID but they may claim it to be.
I wish ya the best of luck with it and let us know how it goes.
Sent from my EPAD using Tapatalk 2
Something to look into before you send it off. I was looking for a new credit card yesterday and I noticed that bank of america and amex and maybe other cards offer a shopping service where:
Within 90 days, if your item is stolen or damaged, they will cover it 100%.
bottom line: CALL YOUR CREDIT CARD COMPANY to see if they'll cover it, if Asus tries to charge you for it.
From other people's stories, they may just call it customer induced damage (CID) and try to charge you for it.
Good luck though!
nhshah7 said:
Something to look into before you send it off. I was looking for a new credit card yesterday and I noticed that bank of america and amex and maybe other cards offer a shopping service where:
Within 90 days, if your item is stolen or damaged, they will cover it 100%.
bottom line: CALL YOUR CREDIT CARD COMPANY to see if they'll cover it, if Asus tries to charge you for it.
From other people's stories, they may just call it customer induced damage (CID) and try to charge you for it.
Good luck though!
Click to expand...
Click to collapse
Yeap, thats a 100% amex only thing, and only if you purchased it on their card. Definately nice though to know thats in your back pocket if you carry one.
Screwedupsmitty said:
Yeap, thats a 100% amex only thing, and only if you purchased it on their card. Definately nice though to know thats in your back pocket if you carry one.
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i think i might have seen that on the bofa website too. doesn't hurt to call up and ask though
Sent from my Transformer Prime TF201 using XDA Premium HD app
Related
Moved here from transformer forum
I had bought 1 of the first transformer Primes that was released, it came from gamestop. The wifi was very weak on it so I started looking around and found this was a problem on some of them. After I had it a week I called Asus repair and they said they could fix it if I sent it in and would take 7 working days. I called back the next day and got an RMA, backed up data, charged prime fully and placed it in its original box. Took it to post office, insured it and sent it to texas repair address. It disapeared for a few days so I traced it and had been recieved on a fri. at about 1:30 PM by the faclity and signed for. The folowing tues it finally made it on web with a checked in and in repair code. I was happy. Then it moved to the waiting on repair code and sat there from wed to the following thursday a week later. I called and asked if I could get it back if they was not going to fix it as I would live with the weak wifi rather than be with out the tablet. That afternoon it changed status to CID\OOW. !!?? Friday I called back and asked what that meant, and was told it was customer induced damage and was waiting for me to answer the email they supposedly sent. I said no email and was getting very nervous.
Monday I finally get an email in afternoon with 2 Pictures of a smashed back and screen of a prime. The color is same but it looks like it is 2 different machines, 1 with smash on back at camera, other could be smashed glass on right end and case frame smashed. It is ugly. They want me to send them credit card for 264 for parts, 65 for labor and some more for shipping. All for a simple wifi warranty repair and it cost me 14 to send it insured to them. I told them to send me a picture of the serial # showing and where I can also see the smashed glass also a picture of its orig box it was sent in. I can not believe they could have my prime arrive in a smashed box and hold it for 2 1/2 weeks before letting me know as insurance would have taken care of it. The pictures look like they had it out of box and it fell and hit a table edge or something. Maybe it is a damaged prime they use for multiple claims? I will go to post office tomorrow or wed. and turn it in but there are some really stinky fish floating around this.
I esculated it on the web but am in the process of trying to find numbers to talk to a real Asus supervisor or Rep. not the robots in the Carribbean call in center that answer the phone. I will not lay down easy on this one!
Damn! Good luck buddy...no one would be that dumb to send in a smashed up tablet for warranty repair. They broke it or got smashed during delivery or something. Keep escalating it. They owe you a brand new prime now. From now on people should take photos timestamped before sending it in showing tablet condition n serial number. Tobhave as proffered for situation just like this. Then they hadbthe nerve to wanna charge you around half the cost of a brand new tablet. Plus who would want back a repaired smashed up tablet..lol. warranty work is no cost to consumer for repairs. Dang...I feel for you. I'm sire it'll get worked out sooner than later. Don't give up n stay positive about it.
WOW, ASUS is usually so good on the computer components end. It's amazing seeing these complaints about their tablet services.
man that prime looks like it got rolled over
Maybe it was damaged by shipping?
I would definitely inquire about a picture of the box, as that can help answer the question about where the damaged occurred--before they unboxed it (carrier fault) or after (ASUS fault).
Pictures don't match
I think they have some explaining to do at Texas repairs.
pic 1:
dent is in the side of the TFP
bezel is dented upwards towards the glas
bezel is geometrical distorted (big dent)
pic 2:
dent is on the top of the TFP (next to camera)
bezel is dented inwards towards center of the tablet
bezel is geometrical not distorted (still in the same plane, small dent
)
good luck
Bad Repair
Mate thats some bad news right there.
If say the prime was damaged en route to the repair centre then surely they would have contacted you on receipt of the package. instead of taking 2 weeks to bother to tell you.
Seems very fishy and i would try and start speaking to customer service representatives and try to get to managers to tell them what's happened. And surely if they damaged it (which they will try and say they haven't) then they need to replace it.
Demand a new one and refuse to pay any money.
And next time if i were you, take photos before sending it. I always do with my products now. its a bloody lifesaver if something like that happens.
Good luck mate and keep us posted
They want to RMA mine for WiFi and I live in Texas. 0_o
Upload those photo's to Asus facebook site and mention all the info posted here.
Get their attention, get them to look at the packaging.
It's not the first time Asus Support have done this. I remember clearly TF101 users having all sorts of issues with TF's sent in for repair.
Thats a shame. I am purchasing manager for an industrial electric company. i can tell you now. That is more than likely a UPS / Fedex fubar. Ive seen them try to deliver items that have been ran over. Seriously. If its light enough to throw it. They will. Throw it on the truck, off the truck, etc. Sorry for your loss. After than amount of coin spent, my heart would sink.
Thank you, I do have a few shiny pictures of it before it left and man was it pretty but I want to see just how dishonest these people are going to be.
Thank you Beards, I am not a facebook person but it was such a good idea my friend is putting it there for me. Have a great day
wow bro! fight fight fight! whats the update now?
Seems like you should have shipped it in original box it came in lol as they recommend
Sent from my PC36100 using Tapatalk
Wordlywisewiz said:
Seems like you should have shipped it in original box it came in lol as they recommend
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wanderer32 said:
... charged prime fully and placed it in its original box.
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comprehension ... 13 letters
That sucks. Fight it man. Even file with the BBB if you have to. That actually worked for my dad with an online travel site. He got a full refund days after filing when he was getting the runaround. It may be cliche or whatever, but it can work.
Oh believe me I will fight it and the longer they drag it out the farther it will be spread with facts and pics. A time line for all is shipped morn of 1-4, signed for at their facility 1/6/12. Moved to their repair 1/10. Moved back to waiting for repair 1 or 2 days later willchck mails as soon as I can then on 19th I called to see if they would send back in am. In pm of 1/19 it changed to the CID. Fri the 20th I called to see what CID was. Then half of hell broke loose. 1/23/12 they finally email me demanding payment by 1/26/12 if I want to fix it. I emailed back my opinions and demands to see it's box and serial number in a pic. Waiting on next move right now and collecting evidence trail.
curreyr said:
comprehension ... 13 letters
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Then how come the picture showed had plastic wrap in it? The original box did not have bubble wrap?
Sent from my PC36100 using Tapatalk
Wordlywisewiz said:
Then how come the picture showed had plastic wrap in it? The original box did not have bubble wrap?
Sent from my PC36100 using Tapatalk
Click to expand...
Click to collapse
Likely because it is not in the box anymore?
Where in the pictures do you even see the box it was shipped in? Do you not think it is possible that they put the bubble wrap down on the table before taking the pic?
On a side note the bubble wrap kind of makes me think for sure that they a pulling a fast one here. Why put down the bubble wrap if the front of the unit in the second picture looks like the one in the first picture. If they are the same unit I see no reason to put the bubble wrap down before taking the picture. The screen on the other side would be useless.
Update February 3:
Tried the GPS test again today and I went from 0 satellites before the RMA to now having 7 satellites. Attached is a screen shot of such.
Good job Asus.
Update February 2:
Received my prime last night and played with it for most of the evening. No problems on honeycomb, updated to ICS and still had no problems. There was no information on exactly what they did to repair like I had hoped but all is good.
GPS is slightly better (1 satellite vs. 0 satellites before) but in my opinion, this isn't a GPS device and I don't plan on using it like one.
So in a TL;DR version: If you plan on RMA'ing, it worked effectively for me but the whole process took about a month.
Original post:
Hello everyone,
I just wanted to take the time to keep you all up to date on how the RMA side of the prime tech support is going for me and possibly others.
I sent my prime to Texas on the 5th (It's been quite a while.. I miss it.) A week later it was received by the repair facility (the 12th). The support status website then said "Waiting" for about 18 days then finally it said "Ready for shipping" and the "memo" section said I received a new serial number.
I'm guessing the support staff did extensive hardware replacement or simply gave me a new prime. I hope some sort of repair report/record is included whenever I get my prime back.
Original complaint was absolutely zero GPS and slight backlight bleed.
I attached a screenshot of the repair status screen.
I'll update this post when I get it back and disclose whether or not the complaints have been fixed or if there are any new problems. Hopefully this helps anyone trying to decide whether to RMA their unit or not.
intresting. Please keep us posted on the updates. let us know what is fixed!
mine says Waiting-[WB5] Wait for Repair\Test\Aging
<troll>
Wait, you returned this because of no-GPS and slight backlight bleed...Really? You must have known GPS wasn't working
Even the IPAD 2s have backlight bleed...
</troll>
None the less, good luck, curious how the RMA is going to go.
I am going through my own trials with them. I bought my Prime on the 20th and and received it on the 21st. On the 24th I was at school and opened the tablet (I have the TF201 Dock) and there was a single pristine crack in the screen. Tablet has no abrasions or dents so it is obvious it was not dropped and I am a bit over protective of a new device for the first few months. I think I just got a bad piece of glass, that or the dock is not designed very well. But since the basic design of the Prime dock is the same as the original Transformer I find that hard to believe.
So they received the tablet in TX Friday. Sat in Waiting yesterday. Today it showed they wanted to confirm repair OOW. I called and asked them ??? and they said it was "expertly analyzed" and found to be customer induced damage. I stayed calm and responded with "the table has been treated like it was priceless. The screen cracked when I closed the tablet while in the ASUS made dock. There are no indications of droppage on the tablet and I find it unacceptable to charge the customer for the repair of what is most likely a manufacturing defect."
Now I am waiting 24-48 to hear from a supervisor. Now if I had dropped the tablet I would be like, ok I screwed up. But I did not. And I did buy ADC insurance from Square so I can get it fixed for free, but I am not going to have them fix something I believe is a manufacturing defect. Guess we will see what ASUS customer support is really made of in the next 24-48 hours. Hate having the tablet for 2 days then spending 2 weeks without it. It's like a big tease! lol
Jonasmyst said:
I am going through my own trials with them. I bought my Prime on the 20th and and received it on the 21st. On the 24th I was at school and opened the tablet (I have the TF201 Dock) and there was a single pristine crack in the screen. Tablet has no abrasions or dents so it is obvious it was not dropped and I am a bit over protective of a new device for the first few months. I think I just got a bad piece of glass, that or the dock is not designed very well. But since the basic design of the Prime dock is the same as the original Transformer I find that hard to believe.
Click to expand...
Click to collapse
Sounds really weird to be cracking on its own. You'd need to be in very high heat or below/near freezing temps to induce it by nature.
Did someone damage it without you looking? BB gun, threw something, etc. Things can't suddenly crack outta nowhere, but this is pure conjecture of course.
First in the line of a major manufacturing defect?
my touch screen wasnt working and usb didnt work
kaijura said:
Sounds really weird to be cracking on its own. You'd need to be in very high heat or below/near freezing temps to induce it by nature.
Did someone damage it without you looking? BB gun, threw something, etc. Things can't suddenly crack outta nowhere, but this is pure conjecture of course.
First in the line of a major manufacturing defect?
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Click to collapse
I wish someone had hit it or I dropped it, I could have just sent it in for Accident repair but I have to try ASUS first because SquareTrade says it is a manufacturing defect if I did not drop the tablet.
Basically I took the tablet, in the dock and closed it. Placed is in a padded neoprene sleeve. Set the tablet and the sleeve on the passenger seat next to me (where it did not move and I hit no pot holes or anything crazy). Drove from work to school. Picked up the tablet and took it inside. Took it out of the sleeve and opened it. BAM crack. Could barely see it from the front on view. I think I just got a bad piece of glass. I have owned the Evo 4G and I own the Evo 3D and a Kindle Fire. All gorilla glass and I have had no problems (granted smaller screens). I attached 2 pics of the crack. (Yes I know there is a sword in one )
Jonasmyst said:
I wish someone had hit it or I dropped it, I could have just sent it in for Accident repair but I have to try ASUS first because SquareTrade says it is a manufacturing defect if I did not drop the tablet.
Basically I took the tablet, in the dock and closed it. Placed is in a padded neoprene sleeve. Set the tablet and the sleeve on the passenger seat next to me (where it did not move and I hit no pot holes or anything crazy). Drove from work to school. Picked up the tablet and took it inside. Took it out of the sleeve and opened it. BAM crack. Could barely see it from the front on view. I think I just got a bad piece of glass. I have owned the Evo 4G and I own the Evo 3D and a Kindle Fire. All gorilla glass and I have had no problems (granted smaller screens). I attached 2 pics of the crack. (Yes I know there is a sword in one )
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Click to collapse
Clearly looks like a defective screen. Don't see any indication of impact to me. They should repair it.
It would take a lot of force to induce that
Jonasmyst said:
I wish someone had hit it or I dropped it, I could have just sent it in for Accident repair but I have to try ASUS first because SquareTrade says it is a manufacturing defect if I did not drop the tablet.
Basically I took the tablet, in the dock and closed it. Placed is in a padded neoprene sleeve. Set the tablet and the sleeve on the passenger seat next to me (where it did not move and I hit no pot holes or anything crazy). Drove from work to school. Picked up the tablet and took it inside. Took it out of the sleeve and opened it. BAM crack. Could barely see it from the front on view. I think I just got a bad piece of glass. I have owned the Evo 4G and I own the Evo 3D and a Kindle Fire. All gorilla glass and I have had no problems (granted smaller screens). I attached 2 pics of the crack. (Yes I know there is a sword in one )
Click to expand...
Click to collapse
I would guess that a serous amount of flex in the tablet would be required to have that happen. Gorilla Glass however is often misunderstood as break resistant when it actually breaks quite easily. It is hardened glass that is SCRATCH resistant, and not even all that scratch resistant. My daughter scratched the screen on one of my phones with a cheap ring, and she wasn't mishandling it at all, just playing a game. have seen rants about Gorilla Glass breaking on phone placed in their back pants pocket, which is so stupid I can't imagine what they were thinking.
Your glass may indeed have been stressed by the bezel, and assembly, and could easily have been defective, when you consider how many Prime Asus was cranking out in December. If it was stressed in it's frame, and you went out in the cold it could have contributed to its failure. You said you opened it at school. This is important: How did you transport it? In a sleeve/case or just Dock/Tablet in backpack? My thinking is it was stressed, and only took some additional flex or twist to have it snap.
Stand your guns, and just mention ONCE that there are no dents marks or abrasions on the tablet casing. Just calmly (as possible, I know how infuriating CSRs can be) ask for a supervisor, explain that the dock was attached the whole time, and no "accidents" "drops" or anything else occurred. MOST IMPORTANT: Ask : What exactly is the "expert analysis" that was done? Was the glass measure at multiple points with a digital micrometer? What evidence do THEY have to suggest customer induced damage?
Yeah I worked as a CSR for 6 or 7 companies over the years. I can generally remain calm as I remember that they are just following their script and typically have little to no power to do anything other than escalate. I am awaiting a call from a Supervisor which should happen in the next 24-48 hours (which that is not an acceptable practice in mine eyes) so I will see what happens there. I plan on mentioning the lack of ANY drop damage. It's become a matter of principle now. In the end Square Trade will fix it for free but I don't think they should have to.
As for Gorilla Glass. It is hardened glass and can break (albeit not nearly as easy as normal glass) and it's scratch resistance is good but not impermeable. And the solid aluminum frame of the table would have to bend for the screen to bend enough to break. Despite the GPS issue (which I do not care about) and Wi-Fi issue (which I really did not notice any problems aka no worse than any of my other devices) I really like the build and solid feel of the tablet. I'll update once I speak to a supervisor and see what happens.
kerryking1 said:
mine says Waiting-[WB5] Wait for Repair\Test\Aging
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Click to collapse
Mine says this too. This means they need a new part. Well they told me that. They are now looking for a replacement. But 64GB Gray is hard to find for them...
Mine is similar. Sent 1-8 and shows they received 1-14. Asked in email yesterday the status and today got an email that it was being replaced. Serial starts now with C10. I am supposed to receive tomorrow and not sure if I'm going to open or just sell / return it. I was hoping they tested before sending but sounds like according to OP that they don't. Kind of a bummer. Mine went back due to a screen chip on original shipping. wifi was fine and GPS was ok though I never drove with it.
So Tuesday I checked my Status to find (low and behold) that is was on hold for customer induced damage/out of warranty repair.
I called customer support and explained to them that the tablet was not dropped and was secured in padded materials during transport, etc. I was told it would be escalated to ASUS Corporate HQ and someone would call me in 24-48 hours. I briefly told him having to wait up to 2 days for someone to contact me was a poor practice. He made a note in my ticket. I waited 48 hours and guess what? NO CALL.
So I called back this morning. Got a rep and the call started bad. I had to give him every piece of information about me again as if I was starting a new RMA despite him having the RMA ticket open in front of him. I then explained I had waited 24-48 hours and not gotten a call from a Supervisor and that I was starting to get upset at the support I am receiving. I got the standard "I apologize for your frustration" and he checked and the RMA was passed to HQ on the first. I asked why it sat around for a day before being passed and he did not have an answer. So 24-48 hours is now 48-72 hours.
By this time my infinite pools of calm are about out. Then he asks me for my phone number so someone can contact me because they don't have. Refer to earlier when I gave him my information (including number) for the second time since this started.
Yesterday I also received an e-mail from the repair center stating the price for fixing the tablet ($186 for the screen and $65 for labor) and a form I could fill out for payment. Really a form to fax in? Are we back in the 90s. I sent them a long e-mail explaining why I was not paying for repair and that I was waiting for hear from a supervisor from HQ and the reasons as to why I believe the tablet screen was defective. I have copied that e-mail I sent and plan on using it as my standard response to we don't fix broken screens under warranty.
So I guess every piece of glass ASUS uses is flawless. At least that is what the repair center thinks.
UGH! Update again when I hear from someone.
Updated OP
You sent it in for only a slight backlight bleed? Must've been more than slight to make you want to send it in. Plus going from 0 sat's to just one can barely be called an improvement. Plus a month wait...
Well glad to hear you got device back n satisfied with it. That's all that matters in the end. Not all RMA are nightmares but the post a coupple ones back sounds bad. I'd be pissed off.
I sent my prime back on January 5th. It had all the issues with it. After 25+ days waiting I got a brand new prime! I think I had to wait because I had the 64GB Gray and they did not have these in stock. This prime serial starts out with a "C". Everything has been working perfectly! GPS, WIFI, KEYBOARD, LAG... those were all the issues I sent it in for. WOW is all I can say! This thing works like it is stated on their product page!
GPS needs to be in the window to work but, it works and works well! I not sure what the peoples homes are made of when they can sit in their house and get it to work.
Time to go mess with it more!
demandarin said:
You sent it in for only a slight backlight bleed? Must've been more than slight to make you want to send it in. Plus going from 0 sat's to just one can barely be called an improvement. Plus a month wait...
Click to expand...
Click to collapse
Well good things come to those with patience I suppose. Today I had a 7 satellite lock within about 15 seconds.
Screenshot attached to the OP.
bscotth said:
Update February 3:
Tried the GPS test again today and I went from 0 satellites before the RMA to now having 7 satellites. Attached is a screen shot of such.
Good job Asus.
Update February 2:
Received my prime last night and played with it for most of the evening. No problems on honeycomb, updated to ICS and still had no problems. There was no information on exactly what they did to repair like I had hoped but all is good.
GPS is slightly better (1 satellite vs. 0 satellites before) but in my opinion, this isn't a GPS device and I don't plan on using it like one.
So in a TL;DR version: If you plan on RMA'ing, it worked effectively for me but the whole process took about a month.
Original post:
Hello everyone,
I just wanted to take the time to keep you all up to date on how the RMA side of the prime tech support is going for me and possibly others.
I sent my prime to Texas on the 5th (It's been quite a while.. I miss it.) A week later it was received by the repair facility (the 12th). The support status website then said "Waiting" for about 18 days then finally it said "Ready for shipping" and the "memo" section said I received a new serial number.
I'm guessing the support staff did extensive hardware replacement or simply gave me a new prime. I hope some sort of repair report/record is included whenever I get my prime back.
Original complaint was absolutely zero GPS and slight backlight bleed.
I attached a screenshot of the repair status screen.
I'll update this post when I get it back and disclose whether or not the complaints have been fixed or if there are any new problems. Hopefully this helps anyone trying to decide whether to RMA their unit or not.
Click to expand...
Click to collapse
Your kidding right? You sent your Prime in to have GPS fixed? There is no fix you cannot use it for navigation what the heck do you care if you can lock on to satellites or not it's irrelevant. You haven't had your Prime for a month and your happy with Asus?..... ROFL
Thanks OP. My replacement unit is coming on Monday. Here's my status: http://i41.tinypic.com/211jep2.jpg
And yes, GPS was one of several reasons I RMA'd.
Hi guys,
This happened to me
Bought a Transformer Prime, and got the glass broken. The LCD screen itself is OK, the tablet is working just fine, but the glass is cracked.
Spent 3 days searching, nothing. There are all kinds of parts for TF101, but TF201 -- not.
Went to service guys, they want 400 bucks for the replacement: they say they can replace the LCD screen AND the glass. Obviously this makes no sense since the brand new TF201 costs about $500 for 32 GB version (which I have).
Ideally, finding the glass with digitizer would solve the problem, but so far I can't find it.
Checked the asusparts.eu website, but not sure if these are the right ones (and, still, they are quite expensive since I don't need LCD screen itself, the screen itself is just fine)
If someone has and idea where to get it/search for it, it would be great.
Thanks
you bought it with broken glass? Why you just don't return it?
Send it back to ASUS, and see what they will charge you to replace the glass.
Sent from my MB870 using xda premium
donxuan1983 said:
you bought it with broken glass? Why you just don't return it?
Click to expand...
Click to collapse
No, I've dropped it myself. So it's not a guarantee case.
grneyez said:
Send it back to ASUS, and see what they will charge you to replace the glass.
Sent from my MB870 using xda premium
Click to expand...
Click to collapse
Yep, I've already asked Asus.
Asus said go to the authorized service center in your city. That authotized official service center said $400 for repair
Not sure if its any help to you but i'm just waiting a reply from Asus for the cost of replacement glass hopefully have it at some point today
same here, the glass is cracked on my ATP. and its only like 1 week old. SO FRUSTRATING!!!. but im trying to look for the replacement glass as well cuz the lcd itself is not broken but haven't found anything yet, i called asus to see what they would say but all they said was to RMA it. and they would have someone "check it out" and see if it will cover under my warranty. i didn't break it intentionally, i received the unit with a bend on above the power connector so it was difficult to plug in the connector. i didnt see it as a big issue, until i plug it in and the bend on the connector bent upwards and cracked my screen (gorilla glass my ***!!!). So knowing big companies like asus they arent going to cover my ATP and if they do offer to repair it, it will be some ridiculous price. and i been looking for a replacement glass but nothing . keep this thread going and post if you do find something, im afraid that since the ATP is still backordered everywhere that companies and independent companies arent going to have the replacement parts for awhile. hopefully this isnt the case and we can get something soon.
I'd say a SquareTrade warranty is an excellent investment for this tablet. $70 (after 30% coupon) for 2 years of drop protection is a bargain. I've already dropped my Prime once . Luckily, all I have to show for it is a scratched corner (it was in a case).
You can get a SquareTrade warranty within 90 days, so pretty much everyone is still eligible.
Sent from my HTC Desire CDMA using Tapatalk
digimuzik said:
I'd say a SquareTrade warranty is an excellent investment for this tablet. $70 (after 30% coupon) for 2 years of drop protection is a bargain. I've already dropped my Prime once . Luckily, all I have to show for it is a scratched corner (it was in a case).
You can get a SquareTrade warranty within 90 days, so pretty much everyone is still eligible.
Sent from my HTC Desire CDMA using Tapatalk
Click to expand...
Click to collapse
This ^^^
I always shirk silly insurance things, but SquareTrade is awesome. I personally don't use it, I'm confident in how I treat my possessions (accidents can always happen, but...), but it is amazing to see a relatively cheap service that covers most personal faults.
And yeah, I dunno what I'd do if my screen was already broken. We won't start seeing parts or units for parts for some time...
Same problem here.
They designed TF201 such way, that the glass is 1 mm ahead of frame (not like on ipad) so during the hit, glass takes all the damage on itself.
Asus must do something about that because everyone will drop their unit someday.
Cracked screen
This just happened to me too. Pulled my Prime out and opened it up to discover a hair line fracture all the way across the screen. Tablet has never been dropped and always stored in a padded case folded up against the keyboard/dock like a laptop. Contacting Asus to see what my options are. The crack is so fine I didn't even notice till I went to fold it back up. I was gonna post a video, but don't have 8 posts yet. But if you search youtube for "asus transformer prime cracked screen" it'll come up.
Clearly there is a serious issue with all these cracked screens with people using docks. I think ASUS should address this... I dont think I will get a dock anymore.
leppie said:
Clearly there is a serious issue with all these cracked screens with people using docks. I think ASUS should address this... I dont think I will get a dock anymore.
Click to expand...
Click to collapse
I think it is definitely an issue.
It's happening because there's not enough padding on the front end of the keyboard IMO, it only has that one little rubber thing.
My Prime is in a minisuit, which actually jumps to the other extreme: it won't quite close all the way. But I think this is the only reason I have not opened it and found a cracked screen, even though I toss it around and generally try not to baby it.
They need more support opposite the docking mechanism, it's causing the top-end of the Prime to squish down especially at the corners while the bottom-end has no more room to get closer to the keyboard. These broken screens are the result.
You could use a case like me or even just put some little rubber tabs on the corners of the keyboard to prevent this happening, but it's ridiculous considering it's constantly pictured as such a netbook replacement and using it like such could damage it.
Sent from my HTC Vision using xda premium
Just a suggestion to everyone with a cracked screen--I know this isn't the most convenient option, but I think it might be the cheapest one you are going to find. From my experience, hot items like this with broken glass still sell for about 80% for their original value on ebay. I haven't checked to see what broken primes are going for right now, but it might be worth checking out. Sell for 400, but new for 500--about 100 to fix the screen.
redandblack1287 said:
Just a suggestion to everyone with a cracked screen--I know this isn't the most convenient option, but I think it might be the cheapest one you are going to find. From my experience, hot items like this with broken glass still sell for about 80% for their original value on ebay. I haven't checked to see what broken primes are going for right now, but it might be worth checking out. Sell for 400, but new for 500--about 100 to fix the screen.
Click to expand...
Click to collapse
Doesn't it only cost about $70 at repair centers or whatever? Guess it depends on your location and situation...
Just wondering
Did anyone with broken glass have a screen protector applied?
dorianteal said:
Did anyone with broken glass have a screen protector applied?
Click to expand...
Click to collapse
No screen protector applied on mine, Just plain jane ATP.
buxtahuda said:
Doesn't it only cost about $70 at repair centers or whatever? Guess it depends on your location and situation...
Click to expand...
Click to collapse
I think that's the problem most people are having--they are getting repair quotes of like $400 instead of $70. If you find a chain with that kind of price, please post it!
Another broken screen
Just took my TF201 out of it's padded laptop bag this morning to find a crack across the corner of the screen. No dropping, no rough handling - it just appeared seemingly overnight. After weeks of frustration with random reboots and app crashes (which were only solved yesterday with the 9.4.2.15 update) I think I've had my fill of this unit.
Update - And, yes, the unit was docked when this occurred.
Final update: Contacted Asus about repairing the screen and was put in touch with a service provider in Sydney. Total cost (incl. parts, labour, and shipping): $400. When I responded that I might as well buy a new tablet the receptionist replied "That's right."
Wow I just bought a dock which I greatly debated on getting. I may have to return it after all. I don't wanna end up with a cracked screen.
Sent from my PG86100 using Tapatalk
hello.
i just received my prime that i won on ebay that is 6 weeks old with the receipt and it has a speck of dust under the screen.
i have contacted the seller but i dont think he is going to do a refund.
does anyone know what currys/ pcworld policy on exchanges are? and if i went into my local store i might get away with getting an exchange??
im really fussy when it come to my gadgets and that speck of dust really shows up when reading ebooks.
has anyone taken a prime apart to remove dust from under the screen??
sorry for being a pain.
thanks all
samuelson said:
hello.
i just received my prime that i won on ebay that is 6 weeks old with the receipt and it has a speck of dust under the screen.
i have contacted the seller but i dont think he is going to do a refund.
does anyone know what currys/ pcworld policy on exchanges are? and if i went into my local store i might get away with getting an exchange??
im really fussy when it come to my gadgets and that speck of dust really shows up when reading ebooks.
has anyone taken a prime apart to remove dust from under the screen??
sorry for being a pain.
thanks all
Click to expand...
Click to collapse
Go here. Opened my Prime! - GPS, WIFI Discussion on hardware mods and fixes. Light Bleed Fixed (By Erusman)
http://forum.xda-developers.com/showthread.php?t=1474391&highlight=open+prime
jjdevega said:
Go here. Opened my Prime! - GPS, WIFI Discussion on hardware mods and fixes. Light Bleed Fixed (By Erusman)
http://forum.xda-developers.com/showthread.php?t=1474391&highlight=open+prime
Click to expand...
Click to collapse
Ehm, I think that will only give more dust.. Best thing to do is send it to Asus I guess?
JoeyLe said:
Ehm, I think that will only give more dust.. Best thing to do is send it to Asus I guess?
Click to expand...
Click to collapse
Well only reason why I directed him to there is because he asked about opening the Prime. It sounded like he is thinking about opening his prime up himself. If he does he can use an air duster spray that you use to get all the dirt out from your keyboards.
I think it is probably best for you to return to PWorld/Currys.
I think it is 21days return period if the product is defective/does not match description.
Q: Does it match the description/Intended use?
A: No. The dust is obviously not something "expected" or "common" and it does affect your daily use.
Have it returned whilst you are still within the window period rather than regretting it after the window period has gone.
I bought mine from PcWorld - Had 8 different spots of dust/lint under the screen. But it doesn't affect my daily usage. Knowing them there however is killing me psychologically. Plus i have a spot of lcd mura about 5mm on the lower left edge .
I have way gone past the window return period when I discovered these. Still thinking of RMA to ASUS but hearing all the horror stories about RMA, I might postpone it for a little while.
edit: Just read your post again. I think you should negotiate with the seller. I think he has/had an obligation legally to point out to you these defects when selling the goods.
samuelson said:
hello.
i just received my prime that i won on ebay that is 6 weeks old with the receipt and it has a speck of dust under the screen.
i have contacted the seller but i dont think he is going to do a refund.
does anyone know what currys/ pcworld policy on exchanges are? and if i went into my local store i might get away with getting an exchange??
im really fussy when it come to my gadgets and that speck of dust really shows up when reading ebooks.
has anyone taken a prime apart to remove dust from under the screen??
sorry for being a pain.
thanks all
Click to expand...
Click to collapse
There's a really big chance you will make it worse unless you have a clean room environment. Opening the prime is easy but removing sub components might be a little tricky in particular with the screen, and I think they use some kind of double sided foam tape alongside the lcd so I'd be weary trying to fix it yourself.
Your best bet is work it out with the seller or send it to Asus to repair.
he has the receipt. just register it for warrantying Asus site. then send it in for RMA.
demandarin said:
he has the receipt. just register it for warrantying Asus site. then send it in for RMA.
Click to expand...
Click to collapse
The best advice yet.
And wait two months to get it back.
thanks for the replies guys.
decided to keep the tablet as is, and rma it when i have had it for 10 months, just before the warranty expires.
reading all the rma horror stories put me off sending it in straight away.
the seller refunded me a token amount as well.
Hey everyone,
So today I noticed that the black rubber that is under the battery flap of my phone is starting to peel off. It isn't too terrible yet, but I do use the waterproof feature of my phone regularly and I don't want to jeopardize my phone if this peels off. Does anyone know where I can get a replacement cover? I checked eBay and didn't have much luck so I am hoping some of you guys may know of another site that supplies the OEM parts.
Thank you!
mpeclipse03 said:
Hey everyone,
So today I noticed that the black rubber that is under the battery flap of my phone is starting to peel off. It isn't too terrible yet, but I do use the waterproof feature of my phone regularly and I don't want to jeopardize my phone if this peels off. Does anyone know where I can get a replacement cover? I checked eBay and didn't have much luck so I am hoping some of you guys may know of another site that supplies the OEM parts.
Thank you!
Click to expand...
Click to collapse
Yeah a common thing on these phones (USB cover door). I have not found any yet either, AliExpress had some but were pulled or ran out (just checked again they are back now, so AliExpress has them again --
https://www.google.com/search?q=Z3v+usb+cover+&ie=utf-8&oe=utf-8). Better link -- http://www.aliexpress.com/item/for-Sony-Xperia-Z3V-D6708-OEM-SIM-Card-Micro-SD-USB-Charging-Port-Dust-Plug-Waterproof/32430237429.html
I had to take my (wife's phone as well) phone back to VZW and get a replacement phone due to this. If your phone is within the one year warranty go to VZW store and show them they will get you another phone.
I did a test and if you apply a tiny amount of Vaseline on the seal it will work better as well as make a more watertight seal, just lightly coat the rubber seal, good idea to do all doors like that, I have a product called "dielectric grease" that works even better, use sparingly, can get at auto parts store.
So glad this is an easy purchase if I need it. Thanks.
Sent from my D6708 using XDA Premium 4 mobile app
And just like that they're gone, doubt they were genuine OEM anyways
nickmpower said:
And just like that they're gone, doubt they were genuine OEM anyways
Click to expand...
Click to collapse
They went fast! I just checked last night and I was going to purchase one this morning, but I guess that isn't happening.
Still cant believe you can't get these from sony. I don't know if I could trust and off brand copy to be waterproof
nickmpower said:
And just like that they're gone, doubt they were genuine OEM anyways
Click to expand...
Click to collapse
No way! Crap, need to find a well stocked supplier of them. Description said -- Original - Brand New
But it also said -- Quantity: Large in stock
mpeclipse03 said:
They went fast! I just checked last night and I was going to purchase one this morning, but I guess that isn't happening.
Click to expand...
Click to collapse
Sorry, like I said -- they are there, then they are gone.
nickmpower said:
Still cant believe you can't get these from sony. I don't know if I could trust and off brand copy to be waterproof
Click to expand...
Click to collapse
Agreed, Sony should let people have access to their supplier. But then again Sony is greedy and wants the revenue from out of warranty repairs.
I think I may have found the part here: http://magboss.eu/articles.php?currency=EUR&cid=1600
mpeclipse03 said:
I think I may have found the part here: http://magboss.eu/articles.php?currency=EUR&cid=1600
Click to expand...
Click to collapse
Let us know how it goes, it does appear to be the right cover and all but really can't tell without any pictures, those prices are odd (never mind found the USD drop down at top of page) and how long until delivered? EU, can you find out supply level?
1linuxfreak said:
Let us know how it goes, it does appear to be the right cover and all but really can't tell without any pictures, those prices are odd and how long until delivered? EU, can you find out supply level and in US currency cost?
Click to expand...
Click to collapse
Thankfully, I was raised in an Italian household and in Europe, the comma replaces the decimal point. So if something was say $3.50, in Europe, it would be written $3,50.
I did try to order one and to no surprise, they are out of stock. I did find a set of them on eBay though.
mpeclipse03 said:
Thankfully, I was raised in an Italian household and in Europe, the comma replaces the decimal point. So if something was say $3.50, in Europe, it would be written $3,50.
I did try to order one and to no surprise, they are out of stock. I did find a set of them on eBay though.
Click to expand...
Click to collapse
I found the USD currency price at top of page next to the language selector. Says 6.45 - 5.24 USD, there is a difference in USD and EU prices.
Glad you found one on Ebay.
My wife and I visited the VZW store today her usb cover seal tore again and I am still trying to get a good replacement for mine, both refurbished phone VZW sent out were junk, one the camera had a dab of something under glass on the lens and the other one the display was brown in tint or hue, if I don't get a good refurb in the next few tries I am going to just buy a cover and be done with it.
1linuxfreak said:
I found the USD currency price at top of page next to the language selector. Says 6.45 - 5.24 USD, there is a difference in USD and EU prices.
Glad you found one on Ebay.
My wife and I visited the VZW store today her usb cover seal tore again and I am still trying to get a good replacement for mine, both refurbished phone VZW sent out were junk, one the camera had a dab of something under glass on the lens and the other one the display was brown in tint or hue, if I don't get a good refurb in the next few tries I am going to just buy a cover and be done with it.
Click to expand...
Click to collapse
When you get your next refurbished device just remove the flap that you need from it. Just be careful when pulling it out and hold the white connector ribbon really good so that your fingers don't slide down it and rip the cover off (from the white piece).
jal3223 said:
When you get your next refurbished device just remove the flap that you need from it. Just be careful when pulling it out and hold the white connector ribbon really good so that your fingers don't slide down it and rip the cover off (from the white piece).
Click to expand...
Click to collapse
You know I thought of that, but just to darn honest to do that.
Life sucks sometimes for being that honest, but I sleep well at night.
1linuxfreak said:
You know I thought of that, but just to darn honest to do that.
Life sucks sometimes for being that honest, but I sleep well at night.
Click to expand...
Click to collapse
There's nothing dishonest about that at all. They are sending you a replacement phone expecting to get one back without a flap, correct? I bet they would even give you permission if you explain that you aren't happy with the quality of the refurbished devices. The flaps are easily interchangeable without any repercussions.
jal3223 said:
There's nothing dishonest about that at all. They are sending you a replacement phone expecting to get one back without a flap, correct? I bet they would even give you permission if you explain that you aren't happy with the quality of the refurbished devices. The flaps are easily interchangeable without any repercussions.
Click to expand...
Click to collapse
I agree with your logic, and I know the door is easily removed and replaced I have removed and replaced it on my phone several times. The phones are tagged with an identifying number and I bet VZW would be able to detect any deceit, would VZW care? Who knows?
1linuxfreak said:
I agree with your logic, and I know the door is easily removed and replaced I have removed and replaced it on my phone several times. The phones are tagged with an identifying number and I bet VZW would be able to detect any deceit, would VZW care? Who knows?
Click to expand...
Click to collapse
No worries man. I'm glad there are still honest people out there with a conscience. I would suggest you to ask them though so there is no question about what you are doing. I'm fairly certain that they will allow you to. I would ask technical support rather than a normal CSR though. They seem to have more information. I've asked similar questions about refurbs and they are usually willing to do what it takes to make the customer satisfied (within reasonable limits). No harm in asking right?
jal3223 said:
No worries man. I'm glad there are still honest people out there with a conscience. I would suggest you to ask them though so there is no question about what you are doing. I'm fairly certain that they will allow you to. I would ask technical support rather than a normal CSR though. They seem to have more information. I've asked similar questions about refurbs and they are usually willing to do what it takes to make the customer satisfied (within reasonable limits). No harm in asking right?
Click to expand...
Click to collapse
Thanks for the ideas, no sweat off my back yet VZW is the one footing the bill for postage on the refurbished phones.
Got one!
I got a new flap off ebay here: http://www.ebay.com/itm/131518465518?_trksid=p2057872.m2749.l2649&ssPageName=STRK:MEBIDX:IT
I received it in 9 days and carefully compared it side by side with a genuine one on a new phone and it appears the replacement is identical and genuine
nickmpower said:
I got a new flap off ebay here: http://www.ebay.com/itm/131518465518?_trksid=p2057872.m2749.l2649&ssPageName=STRK:MEBIDX:IT
I received it in 9 days and carefully compared it side by side with a genuine one on a new phone and it appears the replacement is identical and genuine
Click to expand...
Click to collapse
Wow, pricey huh?
Yeah the price has gone up from $9 since I purchased, but still totally worth it. I got some wireless chargers and am only going to use those from now on.