[Asus  Eee Pad Transformer Prime] EESConsulting:
Update-My experience with ASUS Technical Support-RMA

So I finally received my tablet back from ASUS. A couple of weeks ago now, but wow-I will say, I was very

unimpressed

with ASUS technical support. I write this not to complain, but hopefully to assist anyone with a similar experience and to help them know what to expect. I think the fact that ASUS finally had an employee post something here at XDA to address the major issues was a great move on their part-and hopefully the majority of troubles are now being addressed. So anyway, here is what happened.

As you know from this thread, 1 1/2 days of owning the TF201 and it died. I paid to have the tablet shipped ASUS (Which I think given the price point of this unit, we shouldn't bare the cost) and as such, was able to track it. The tablet arrived at ASUS and was signed for on 12/29/2011 at 11:26AM. However, when I checked the Web site to see what progress had been made on 1/12/2012 (10 business days later-what I was told it would take to fix it.) it was still listed as waiting for repair. On top of that, it showed the tablet as having been received on 1/4/2012! I was originally told by the representative at ASUS that my RMA would be marked "expedited" meaning that as soon as it was received at the shipping dock, it would be moved to the head of the line for repairs instead of waiting to be processed in shipping and receicing and waiting to make it's way into the repair queue. (Those were mostly his words.)

So obviously I called ASUS to find out what was going on. This was on 1/12/2012. I was told that they were waiting for a part to arrive and that it should be coming in by the end of the week. That was what was apparently the delay. As far as why it was listed as being recieved by ASUS on 1/4/2012? The rep had no idea what had happened.

Fast forward to the next day. In my e-mail junk folder, I discover an e-mail from ASUS. It was from Frank_Cruz@asus.com dated 1/9/2012. The contents were as follows:

Dear Valued Customer,

Per our repair facility, they were unable to duplicate the problem with your ASUS TF201 and test results are NTF (No Trouble Found) for RMA # USG71C1544.

Please provide more information so we can try to duplicate the issue. Need specifics as to when & how problem occurs and any components being used that could possibly be causing the problem.

The unit will be returned after 01/12/12, 11AM, PST if there is no response from you. Please contact us if there are any questions or concerns.

Of course I called ASUS immediately to inquire as to whether or not they truly hadn't found a problem (Which was making me super upset to think that may be the case) and whether, despite my call yesterday on the 12th, if they had indeed shipped it back, or if it was still waiting for a part!

The rep had no explanation as to why I had received that e-mail from Frank and that it was indeed waiting for a part to arrive before it would go through testing. I then made sure it was still there and had not been sent back like the e-mail said it would be. He said that it was still with ASUS.

I then wrote back to Frank Cruz asking him what was going on. As you can imagine, I never heard back from Frank.

In the end, I finally received my tablet back. It took another phone call to get it back unfortunately though. And when I initially called, the representative kept trying to tell me, "It will be fixed after 10 business days. When I explained to him it had been around 20 days, (Which took at least 3 attempts to get him to understand) he finally said, oh-I see. ok, it has been over 10 days. It is in testing now and should ship to you shortly. Well when I received the tablet, I could see from the shipping form that it had been sent out the day of my last call to that rep!

ASUS technical support seems REALLY messed up! My tablet is back, it has two scratches on the screen that I honestly don't know if it came back that way or not,(It certainly didn't leave that way!) but most everything appears to be working just fine. I don't seem to have any light leaks, wi-fi issues, update problems or anything else. I haven't really tried the GPS, but I suspect it will be mediocre at best based on the poor design of that part of the unit-but that is not a deal breaker for me. Overall-I love the TF201. Will I sell it used and by a TF701 or whatever the next generation is? Probably-and that means I'll probably buy ASUS again. I just hope I never-

ever

have to use their tech support department again!