yashsingh1/xdaforums huggingface dataset:
[Eee Pad Transformer General] ugcstores:
I didn't have sd cards in, but thanks for the suggestion. Maybe there is a service running that shouldn't be, but the fact that one unrooted TF (B90) works fine out of the box, and another doesn't (B60) is getting too time-consuming to figure out.
[Eee Pad Transformer General] KingDavid63:
awesome... i think it's awesome that you guyz come here and post at all... thanks for what you do and i will only by asus in the future...

Sent from my Revolver Powered Asus Transformer
[Eee Pad Transformer General] knowaczark:
Is the OP still around or have you gotten the Best Buy exchange deal too?
[Eee Pad Transformer General] jhanford:
Both my tablet and dock are B5O models and the test FAILS for me.

Can we get confirmation that if we RMA, we're sending the TABLET back and not the DOCK? Or are we sending both?

What's the typical turnaround?
[Eee Pad Transformer General] JoTeC:
I think it is a moderators decision if it becomes a "sticky".
[Eee Pad Transformer General] ryan stewart:
its hard to believe its the tablet, it doesn't work on my b50 or my girlfriends brand new b60.
[Eee Pad Transformer General] Rick @ ASUS:
Ok folks, here's the rundown:

1. This is a keyboard issue only, NOT a tablet issue. That's why we repeatedly stated keyboard in the original post.

2. You only need to send in the keyboard for RMA, not the tablet.

3. Typical turnaround - it will vary based on where you are, and the amount of tablets being returned for this issue.
[Eee Pad Transformer General] deadman3000:
How has this been verified? I too have sent the keyboard only in. I am guessing the question should be. Did replacing your dock fix the issue? If nobody who has had the issue had it fixed by simply replacing the dock then it's a tablet issue.
[Eee Pad Transformer General] knoxploration:
Thanks very much for taking the time to reply and clarify the situation, Rick.

Unfortunately there's some confusion that appears to be coming from your own tech support folks, who are telling people to send in the tablets rather than the docks in some cases, and are even telling people that the problem can't be fixed and they should swap their docks at the retailer in other cases. Here's a couple of examples:

http://xdaforums.com/showpost.php?p=15864902&postcount=14

http://xdaforums.com/showpost.php?p=15875311&postcount=27

I'm in the USA, and I'm definitely going to want to get my dock sent in for repair / replacement (not sure which you're doing). Is there any specific helpdesk document I can refer the tech to when I phone in, to ensure they know what issue we're dealing with?

Also, as I mentioned earlier, I bought another dock for my father while he was visiting me in the US, after reading that the Transformer includes a global warranty. I've not yet confirmed with him if his dock also exhibits the issue, but if it does, is there any particular procedure we need to follow to get Asus UK to repair his dock, given that it was bought in the US market?

Thanks again for the help!

Check Rick's post history, Deadman. It's been confirmed previously that he works for Asus, and knows what he's talking about. If he says it is the keyboard dock only, then it is the keyboard dock only. ;-)
[Eee Pad Transformer General] combat goofwing:
This still doesn't resolve the issue of the battery draining fast when docked.but.the tablet is switched off

DESIRE HD using leedroid. ASUS TRANSFORMER using prime
[Eee Pad Transformer General] lordgodgeneral:
Thanks for the confirmation Rick. Thats how I read the email, that it was a dock problem. Is there an extension or someone we can ask for to get straight answers and help when we call in without having to jump through all the loops and a half dozen calls or more with asus tech support to get a simple RMA to fix this?

Also is the dock going to be repaired or replaced when sent in? I really don't care either way, i'd just like to get the problem fixed.
[Eee Pad Transformer General] danr238:
This has gotten ridiculous. What amazes me is that xda users are such a small percentage of the customer base and it's on such a wide scale here. Not trying to stir a hornets nest up but tell me why again I'm paying for shipping?
[Eee Pad Transformer General] Rick @ ASUS:
Since ASUS has service centers spread out all over the world and this memo was just recently sent to them, there's bound to be some confusion until the CSRs are caught up and fully informed of the situation. This can take some time, but should be cleared up after a while.

When you're a small company, a small support staff can quickly get the info they need (which I used to work in ~20 employees). With over 10,000 employees spread around the world, not so much. This isn't an excuse, but rather an explanation to some of the confusion.

As for the dock you purchased for your father, if there is a problem, he should be able to contact his local ASUS Service Center and get it resolved with them. I've had friends buy ASUS netbooks in the US and get them serviced in Taiwan while they were traveling around the world. If you bought the dock recently, I'd say your dock shouldn't have any issues.
[Eee Pad Transformer General] Rick @ ASUS:
I honestly don't know. I'd have to check with my engineering contacts, and even then I'm not sure they would let me say :p
[Eee Pad Transformer General] finalhit:
note to self: don't be an early adopter.

is there a local Asus repair center that can do this for me? I don't want to spend another $20 sending my dock in. i already spent $20 sending in my tablet for Screen-of-Death issues. (which incidentally cost me another $20 because i had to remove my screen protected before sending it it.

alternatively, can you guys take of the shipping and handling?

i do have a question though, whenever the tablet sleeps...couldn't you tell the docking port to ignore the dock? i don't understand why this can't be handled by the tablet.
[Eee Pad Transformer General] deadman3000:
I am surprised that the US has to pay for shipping. Here in the UK shipping is paid. I also feel that Asus should have a person from Asus monitor a single thread with all the various issues put in one place on XDA. The Facebook wall is pretty rubbish to be perfectly frank and I believe Asus should monitor a specific XDA thread where those more technically inclined can discuss these issues. I know that sounds snobbish obviously and plenty of users on this forum are not THAT technically minded but I think it's better than 'Oh yeah super fab, here's my picture of my cat' la la land Facebook.

'The wall' is also a horrid place to post questions and issues.
[Eee Pad Transformer General] knoxploration:
Thanks for the reply, Rick! Your participation here definitely inspires confidence in Asus's products.. I'll give it a little time for the support staff to get up to speed, and then get my dock sent in. (And yes, I completely understand the slight support issues, having worked in that area myself a decade ago. ;-)
[Eee Pad Transformer General] mysticc:
@Rick

There is nothing to read about draining when OFF !!! (this is the greater problem in my opinion)

WHY is there nothing to read about this issue?

What is to do?

Send T - only send D?

Is there really a HW-fix available or is the Dock simply swapped ?

Any drawbacks when repairing the defective dock compared to complete swap with a newer version of Dock?
[Eee Pad Transformer General] ryan stewart:
I cant answer as to the shipping deal other than its basically the same thing I have dealt with on ANYTHING. Electronics, luggage, you name it. 99% of the makers have you ship to and they pay to ship back. Probably stops customers sending in products for erroneous things.

As for XDA and the percentage of the customer base. Its self-selection bias. This is a development and support forum. There are really only two types of people who come here: Nerds like me who want to mess with their tablet and people who have run into an issue, googled it and google sent them here.

So one entire portion of the user base is only here because they had an issue. Those thousands of non-nerds who have had no issues with their tablet (or the issue is so minor they dont care) dont know what XDA even is. So its not an accurate sample.

As for the issue at hand here, if the service center agrees and says I only need to send in the keyboard base then I will do it, otherwise Ill pass. Its a minor issue to me because, while the battery does drain with the keyboard in, I dont typically leave it on the keyboard for days. I take the keyboard (or now my girlfriend takes it) to work and such. So even with this defect I'm still getting well over a day out of the thing.
[Eee Pad Transformer General] Dorkington:
Drats.

Appears that the instructions don't work for me. Stuck with 5% drainage per hour when asleep... pretty bad. :(

Any ideas on turn around times for RMAs?
[Eee Pad Transformer General] danr238:
I do understand that this is usual protocol for almost all companies where returning an item for RMA. What I don't understand is that this is a design flaw that is the fault of the manufacturer and self admitted one at that. They stated that it was on a select few of the earliest models that this problem was present, but my purchase was made on 6/27 that is nearly two months after the official release of the device here in the US. I don't mind paying shipping if my flaw was a uncommon problem, but this issue has been corrected mid-production therefore I paid for a tablet that is different from those being shipped today when they are advertised as the same identical product. To dismiss this as a chance that people stumbled upon xda as non-regular members is not accurate in itself. Looking throughout this thread these users have been here for quite some time prior to the transformer and it's mysterious dock battery drain. This problem is not only limited to just this forum too.

\
[Eee Pad Transformer General] vdpluijm:
Talked with ASUS and was told that the unit, NOT dock needs to be returned, because it is a software/communication issue between main and dock that cannot be corrected otherwise. My dock was indeed working fine prior to the "upgrade", so it is not malfunctioning. The batterydock saving setting has changed in the latest upgrade and older units (mine is B40) do not seemingly handle that change correctly. I pressed the tech about this fix and he insisted that theproblem is now known to exist for older versions (early adopters syndrome). No unit for a while, it sounds. :(
[Eee Pad Transformer General] vdpluijm:
I was explicitly told to send the unit, because it is a tablet software issue, not dock hardware issue (my dock was working before the upgrade). I repeatedly asked about this and the tech checked with a supervisor. They are aware of a problem with early tablet version software conflict, which cannot be fixed with over the air upgrade.
[Eee Pad Transformer General] deadman3000:
Guess we will have to wait and see on this.
[Eee Pad Transformer General] Canadoc:
So since you represent ASUS here

please answer these questions:

1) Who should be liable for shipping given that this was a manufacturing flaw?

2)Will our docks be repaired or will they be replaced?
[Eee Pad Transformer General] jdsemler:
I called in and got my keyboard RMA yesterday. I had to pay my own shipping ($9 UPS Ground), which I thought was a bit annoying, but I'll be glad to have it fixed.

What I thought was funny was that the guy on the phone had to put me on hold to see if what I was telling him was true. He then followed the steps where you enable the feature, use the power button to turn off the screen, then press the keyboard.

When he pressed the keyboard key, the screen came up, and he tried to claim that this is normal. I had to explain to him that he should look into getting his keyboard RMA'd. :D

He eventually gave me the RMA number and sent me an email saying where to ship it. His English wasn't fantastic, and he seemed completely puzzled when I asked about being sent a shipping label, so I dropped the topic.
[Eee Pad Transformer General] Bob Smith42:
Well, it is Texas right? ;)
[Eee Pad Transformer General] Feoen:
Has there been word on the "draining the dock battery to 0% prevents the dock from ever recharging" bug? Edit: The one discussed here: http://xdaforums.com/showthread.php?t=1097919&highlight=charge

Unfortunately, my dock suffers from this. While plugged in, the orange charging light blinks indefinitely. Battery widgets read that there is not a dock connected. Before this, the dock battery was lasting only about 2 hours with use and 6 hours on standby. It was pretty bad.

Considering that I failed the test the Asus rep posted in this topic, my dock must be very old. After all, I purchased the tablet and dock only two weeks after they were available in the US.

I have had no problems with my tablet, but I am worried that if I call for an RMA on the dock wake-from-sleep issue they are going to want to take the tablet instead. Perhaps I should call and tell them about the battery no longer charging?
[Eee Pad Transformer General] yabbas:
B60 model here.

Interestingly - pressing the keyboard whilst the tablet is asleep with the "Power Save" option enabled doesn't wake the tablet. However any tap on the trackpad or mousebuttons does wake the device from sleep. The OP only mentioned waking up the device using the power button - should the trackpad be on powersave too?
[Eee Pad Transformer General] wokao118:
ok, after reading this makes me more confused. so the power drain problem is a hardware problem and will not be fixed by a update later on and that's why you have to send the dock in for a replace ment? mine have the drain problem and is b50 and from what i've read some people have the problem some don't, is this true?
[Eee Pad Transformer General] darkhawkff:
Well, I just returned mine. I basically came to the conclusion that there was no point in having a defective dock. I shouldn't need to mail the thing back, it's brand new. I'll miss having a keyboard and SD card slot, but I'll wait until Asus decides to get their act together and then buy another one, maybe. Overall, this is a huge miss-hap on their end, and one can only hope they don't keep repeating this.
[Eee Pad Transformer General] wynand32:
I think Asus is doing fine in how they're handling this, and the fact that they issued their statement here on XDA is impressive. Many companies would simply hang back and fix units only where customers complain--after all, while the issue reduces the absolute performance of the device (i.e., as long a standby battery life as possible), if I'm not mistaken the dock does provide roughly what its specifications dictate. That is, it does extend battery life by about 6 hours in actual use, while its standby performance was never actually specified.

That said, I _am_ a bit bothered by the principal of paying for shipping to get the dock repaired. Ironically, I'm more bothered since Asus openly admitted the flaw. Again, we haven't been promised any particular standby performance, but now that Asus has indicated there's a fix for a known problem, I think it would be more fair to pay for shipping both ways.

Just a thought...
[Eee Pad Transformer General] myamex:
I have a question.

Pressing the keyboard wont turn on the screen, but touching the trackpad will turn it on.
[Eee Pad Transformer General] knoxploration:
That's normal, and means you have the new dock hardware.
[Eee Pad Transformer General] psycho2097:
I m increasingly glad every day I went for asus, over motorola and acer and samsung. The support is just mindblowing! Not a single complaint on quality also, even though I was among the earliest adopters.love asus.

edit: ****, just came 2 know mine is one of the early models.i really do not want to send in my tablet. :(

Sent from my cell phone. DUH.
[Eee Pad Transformer General] mitchelln:
European repair facility doesn't have the parts

Asus have already had my tablet a dock for over a week for the dock drain problem. It's been sitting at the dreaded "Waiting-[WF3] Wait for Customer Confirmation-Wait for Spare Parts" status for 5 days now. A lot of others are in the same situation.

Asus are telling me the required parts may come in the end of the month, but can't give me a firm date. So they are just expecting us to wait weeks to get our tablets and docks back. My emails asking about escalation procedures are being ignored.

This is not good enough Asus. If you can't sort out my tablet (which is not fit for purpose) in a reasonable times scale, then you should send me a replacement. Seems you are more interested in selling units to new customers rather than looking after your existing ones.

No matter which way you spin this, this is a design flaw and I don't see why I'm expected to take the hit here.

Very fed up.
[Eee Pad Transformer General] mysticc:
A German customer has got the information from ASUS Support DE that after 15 days not being able to repair a device because of lack of spare parts the device is getting swapped - so if true (not the customer`s saying but the info from supportline) waiting until christmas for repairing won`t happen :-)

You may ask back for your case...

Telling people "we don`t know when spare parts will arrive to repair your unit" is inacceptable.

Funny thing besides, ASUS UK is telling on Facebook there are enough spare parts for repairs available at all Service Centers.

Funny, isn`t it ?
[Eee Pad Transformer General] pehkblui:
After reading the confirmation from Asus US, I contacted my local Asus (Singapore) last Thursday. It's already Monday night here but as expected, they have kept quiet even though on the site it says they will deal with it within 48 hours. It's normal for us in this region to get short changed. :mad:

I have been contemplating getting a second set because my daughter has been hogging mine. But I am having second thoughts. As much as I like the dock idea, it's no good to me if it drains the battery like this. Maybe I will just get something else and use a BT keyboard instead.
[Eee Pad Transformer General] CrazyPeter:
I hope not, as if it is, Asus UK have screwed up royally.

I filled out the RMA form, detailed the problem with dock excessively draining and the disable of dock wake-up not working, and provided the serial number of the DOCK, and they almost straight away sent the DHL collection details without any further questions. The tablet serial number was never mentioned, and I havn't included it in RMA shipment...

If it does indeed need the tablet, they they should have

a) realized I only provided the dock serial number

b) told me they needed the tablet.

I'll let you know how I get on with my dock-only RMA..
[Eee Pad Transformer General] Elzbieta:
It does NOT seem to be normal. See THIS post.

It would be nice. Is there any info online from Asus that we can quote to Asus?

My dock is sitting there with status "Waiting-[WB7] Wait for Technical Support From ASUS" for a week now.
[Eee Pad Transformer General] Highland3r:
Apologies if this has already been asked, but does anyone have contact details for Asus UK service center please?

Sounds like it maybe worth holding off a return for a bit - at least until the backorders start to get processed!
[Eee Pad Transformer General] knoxploration:
Interesting. That's the first report I've seen of the touchpad *not* waking the dock. I'd like to see another reference or two from other users before taking this as gospel.
[Eee Pad Transformer General] rwniel:
Repairs for UK transformers are handled by an authorised service centre which is in the Czech Republic. Mine went to a company called Wistron InfoComm (K Letišti 1792/1 664 51, Šlapanice, Czech Republic). The RMA was handled through Asus UK mostly through the online form but also over the phone (0870 120 8340).

Robert
[Eee Pad Transformer General] mysticc:
The German guy received a phone call From ASUS - now it is 30 days - calendar days - not business days.
[Eee Pad Transformer General] Dartagnan_007:
Read the same guy posted in #799 that after a few days of charging and discharging his touchpad does wake the screen.
[Eee Pad Transformer General] mjcoss:
I just got my transformer & dock 2 weeks ago from buy.com and they are both b50's. Unfortunately, when I try the mobile dock setting, the system comes to life just fine when I press the keyboard whether the setting is enabled or not. *Sigh* Guess it's RMA time.
[Eee Pad Transformer General] starafire:
My dock was already at the service center as it was getting its battery fixed. I just called the service center and asked if they could have this tested before sending back to me as I didn't want to waste time and money to mail this thing back again. The rep said that this was automatically going to be tested and added. Hope this is true. *crosses fingers*
[Eee Pad Transformer General] diecast17:
So If I have one of the bad docks that still wake after I checked on the MobileDock Battery saving mode do I have to pay for shipping to get it fixed?

And will this fix the issue with the dock drain when the tablet is docked and shut down completely?
[Eee Pad Transformer General] deadman3000:
Depends on where you are. It should fix the drain issue too hopefully.
[Eee Pad Transformer General] Magick72:
Tablet & Dock

I bought my Asus at the beginning of June and it is a B50K. I bought the keyboard dock 2 weeks later at the same place and it is also the B50K. When I enable the MobileDock Battery saving mode and turn off the unit with the power button then press any key it does NOT wake up, nor does it wake up if I use the touchpad. I have never tracked the battery level loss officially, but I know it does lose battery quicker than I expected. I guess I will plug it in tonight and take it to work with me tomorrow and try to monitor the percentage lost. Do I just watch and calculate myself or is there a program or something people are using to test?
[Eee Pad Transformer General] deadman3000:
Battery Widget
[Eee Pad Transformer General] josephislee:
Man, I have a B40 dock and tablet... RMA time..
[Eee Pad Transformer General] kodakeos:
So i charged both fully all day.

left the set up around 8pm, got back at 9:30. it was at 92% when i left and 86% when i got back

is that dock drain or just usual (wifi never sleep) usage?

thanks
[Eee Pad Transformer General] Elzbieta:
Yes, thank you. That was posted after my post, so I did not know.
[Eee Pad Transformer General] mitchelln:
UK people, I have got an address where we can write to complain. They refuse to engage in any other way and just expect us to wait weeks to get our tablets and docks back. They told us to RMA for the dock drain problem, but haven't got the parts to complete the work and refuse replacements.

PM me if you want the address. Perhaps if they get enough snail mail, they might wake up and start treating us with some respect.
[Eee Pad Transformer General] bud77:
FYI, I just sent a message on ASUS France Facebook

They told me the procedure was also going on, but nothing started yet, in any european country
[Eee Pad Transformer General] eddiemerckx:
What is meant with "only very early shipments are affected" ? Does this mean that any dock I buy today is fixed?
[Eee Pad Transformer General] bud77:
Yes, most probably, since they were early out of stock of those
[Eee Pad Transformer General] tylerg:
Yes

Yes, if you go and buy a dock today, yours will likely be fixed, as it is a later model - ie B60+.
[Eee Pad Transformer General] tylerg:
For Canadian RMAs

To anyone whom has RMA'd their dock in Canada!!

I have an RMA number and am about to send in my dock, but I was hoping for some feedback on the turn around time in the Ontario Service Center, as that is apparently where I'm sending mine (I'm on Vancouver Island).

I don't want to send it in if they don't even have the parts for a month!!
[Eee Pad Transformer General] Canadoc:
Ditto for me