[Eee Pad Transformer Q&A, Help & Troubleshooting] Grantf44:
My experience with ASUS support. I got my Transformer as a gift before Christmas. In Feb I started to have problems getting my TF101 to come out of sleep mode. After reading user responses on this forum. My tablet was having identical issues. I had to repeatedly press and release the power button and with luck it would come out of sleep. I started to leave it docked with my Transformer keyboard. As when it was docked all I had to do was close it and open it back up and then press the power button and it usually would power on. After a couple of weeks of keeping it docked I contacted ASUS support via their web site. I got an RMA# and packed it up and sent it priority mail with return signature when it was received by the ASUS Service Center in Texas. On 3/26 USPS web site showed delivered and signed for by the ASUS Service Center. I began checking the ASUS Support RMA status web site the next day 3/27. ASUS web site showed not received. Finally, on 3/29 I sent an email to ASUS support via their support web site explaining that I had receipt confirmation from USPS on 3/26 and that their web site still showed that it hadn’t been received by them yet. Although I never did get a reply from ASUS support on 3/30 the repair status web site showed received on 3/29. (imagine that the same day I emailed support). The status changed to” received” and “waiting”. I waited a week checking daily on the status and after 7 days it changed to “waiting on customer response”. I checked for another 2 days and finally emailed ASUS support again. Explaining the lapse of 3 days from when it was actually received to RMA Status showing received 3 days later on their web site and then changing 7 days later to “waiting for customer response” and not ever receiving any notification from ASUS support. Two days later I got an actual email from a Megan at ASUS explaining that the technician found water damage to my tablet and it needed a new motherboard and $247 from me to replace and repair it. This email also included pictures of a torn down tablet. I sent her a reply asking if their tech said that the power button was damaged also or that the supposedly water damage was causing the power on issues. I also added that I do not have eyes on my table 24/7 at work and at home but I wasn’t aware of any water damage on my end. I asked if her service center knew where my tablet was during the 3 days of MIA at her facility. She replied 2 days later that the tech said there was no damage to the power button and please let her know my credit card number to continue with the repair. I again replied asking for more info on the whereabouts of my tablet during the 3 days of MIA at the service facility. Two days later I got this reply:

The processing facility has had a recent man power issue which has caused a bit of a delay in getting the units processed as quickly as expected from the time of their delivery to the time it gets entered in the system. The unit doesn’t go anywhere it just takes time to process they are all done in the order received. I’m not sure if you are trying to suggest that the liquid damage happened in the interim…I assure you that is not the case. Liquid is not allowed around the units to my knowledge and in any case we have a no fault policy, if a unit is accidentally damaged by one or our staff we would just replace/repair it, not attempt to make the customer pay for our mistake. Please let me know how you would like to proceed.

Megan

ASUS

I replied back expressing my dissatisfaction with her response and ASUS customer support and asked her to please forward our email chain to their Customer Service Manager. I decided that as fast as technology changes for $247 I was over half way to a new tablet and to please send my unit back. I got my tablet back today. Charged it fully and I cannot get it to power on even with it docked to my keyboard. To make a long story even longer. If you’re on the fence on which tablet to buy as I was. Even though the keyboard and added battery life was the deciding factor for me. I strongly suggest to go with a different tablet as ASUS support is very poor if you do have a problem.