yashsingh1/xdaforums huggingface dataset:
[Asus  Eee Pad Transformer Prime] wanderer32:
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!
[Asus  Eee Pad Transformer Prime] demandarin:
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.
[Asus  Eee Pad Transformer Prime] jasonwuzthere:
WOW, ASUS is usually so good on the computer components end. It's amazing seeing these complaints about their tablet services.
[Asus  Eee Pad Transformer Prime] vdub804:
man that prime looks like it got rolled over :eek:
[Asus  Eee Pad Transformer Prime] Cernunnoz:
Maybe it was damaged by shipping?
[Asus  Eee Pad Transformer Prime] Tairen:
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).
[Asus  Eee Pad Transformer Prime] dingdonggggg:
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
[Asus  Eee Pad Transformer Prime] geinome:
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
[Asus  Eee Pad Transformer Prime] gh0st665:
They want to RMA mine for WiFi and I

live in Texas

. 0_o
[Asus  Eee Pad Transformer Prime] Beards:
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.
[Asus  Eee Pad Transformer Prime] 1SiK1500:
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.
[Asus  Eee Pad Transformer Prime] wanderer32:
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.
[Asus  Eee Pad Transformer Prime] wanderer32:
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
[Asus  Eee Pad Transformer Prime] youngnex:
wow bro! fight fight fight! whats the update now?
[Asus  Eee Pad Transformer Prime] Wordlywisewiz:
Seems like you should have shipped it in original box it came in lol as they recommend
[Asus  Eee Pad Transformer Prime] curreyr:
comprehension ... 13 letters
[Asus  Eee Pad Transformer Prime] Evo_Shift:
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.
[Asus  Eee Pad Transformer Prime] wanderer32:
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.
[Asus  Eee Pad Transformer Prime] Wordlywisewiz:
Then how come the picture showed had plastic wrap in it? The original box did not have bubble wrap?
[Asus  Eee Pad Transformer Prime] goraps:
Likely because it is not in the box anymore?:confused:

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.
[Asus  Eee Pad Transformer Prime] UmbraeSoulsbane:
I would still try UPS if you had it insured. You can just explain the receiver did not let you know about the problems until now.

Also, if you bought it with a credit card they will sometimes handle these claims as well.

Good luck. That is definitely heart-breaking.
[Asus  Eee Pad Transformer Prime] andyxover:
what if, I mean what if.. The OP actually broke it!!!! just kidding OP, I'm really sorry to hear that you had to go through all these troubles for the repair, best of luck for you in getting a brand new one back. But I'm just saying, if some user, actually had an accident, and broke the device, but doesn't want to pay 200-300 dollars for repair, so the user send it in, ask for repair, and blame it on the shipping company/repair facility. Post on the web to gain credibility/evidence!!!?? Some people are fishy like that.. (again, OP, not you)

But ya, make sure next time you send something back in, take a picture of the unit, of the shipping box before you send it out. Just so you have some prove, for Asus and for the insurance.
[Asus  Eee Pad Transformer Prime] wanderer32:
I had no bible wrap it was in it's original folded plastic wrapper in original box cradeled in original form fitting insert that it came in. Looked exactly the way I opened it minus the charger and accessories
[Asus  Eee Pad Transformer Prime] soulctcher:
I almost spit out my drink.
[Asus  Eee Pad Transformer Prime] Beards:
I did spit mine out thinking of you doing that.

Sorry OP.
[Asus  Eee Pad Transformer Prime] wanderer32:
No if I broke it I would accept it and go on. If shipping did it I can accept that but I need the proof it is mine and box damaged or I might as well go fart in the post office as they would think it was hot air. I have witness that saw it get boxed. I have pics before it was boxed. The 2 week wait is the big issue here and no I need proof if shipping did it. I have all emails from start to now also.plus the insured deliver slip showing who and when signed for. It is pretty tight trail here so we need their proof now that it arrived there with box damage. Sorry any typing mistakes hard to type on I phone when traveling and at 59 eyes a little weak lol
[Asus  Eee Pad Transformer Prime] wanderer32:
I know I laughed also when I read it. Good to keep the spirits up and positive.
[Asus  Eee Pad Transformer Prime] Wordlywisewiz:
I was not blaming you for breaking it I just saw the bubble wrap and assumed!

But yeah it looks like they ran it over with a truck!
[Asus  Eee Pad Transformer Prime] soulctcher:
Absolutely. But in regards to this whole deal...you need to keep on top of them. Get this resolved and show them you're not backing down.
[Asus  Eee Pad Transformer Prime] tobyq:
This appears to not be the first case of people claiming the repair facility broke their stuff and asked them to pay $ to fix it. Check the transformer forums for people who returned their dock to have the battery drain fix done only to have them also say their dock was damaged and they need to pay more $ to have it fixed.

It smells like possible fraud to me, and not by the consumer, but by the repair facility. Scares me to think that if I may have to send my prime in, I may have to document everything, including pictures with the prime and today's news paper, serial #'s clearly identified in the pictures, and perhaps video tape the whole thing from packing to driving to UPS/FedEx to handing it off to the shipping representative. Scary stuff here.
[Asus  Eee Pad Transformer Prime] Beards:
Without doubt this is not the first time and you are quite correct in that with the original TF101 we read of quite a few members who had similar tales of unprofessional attitudes from both Asus engineers and support.

As you say a lot of TF101's were either returned with defects or they blamed the owners for the defects. Another frequent issue on a returned TF101 was where when the owner went to charge the battery in the Dock only to find it would not charge. After investigation in the forum it was found a vast amount of this problem was due to the engineers accidentally turning off the switch that prevents the Dock from charging the battery.

wanderer32,

You may want to try carrying out a search for 'damaged Transformers' in the forum. Those topics may help if you end up having to send Asus links to their previous incompetence or similar stories.

A similar or previously repeated problem should only strengthen your case.
[Asus  Eee Pad Transformer Prime] wanderer32:
New update. Got in and took info and pics to post office this afternoon and he said no problem but I would need the smashed transformer and the box back to take it in so he could visually see it and fill out the claim form. Also he wondered why they did not report it a couple weeks ago??? I said I do not know but would be more than happy for the Post Office to go after them. So I am at a waiting point now and still looking for a phone number to get in touch with some Asus supervisors. I filled out an escalation Letter the other day at Asus and it is still unanswered.
[Asus  Eee Pad Transformer Prime] Beards:
I'm very pleased to see you are 'pushing' this forcefully.

By Asus not answering your letter will only strengthen your proceedings. Whoever takes on your case this will be seen as an act of incompetence.
[Asus  Eee Pad Transformer Prime] markimar:
Omg! Sorry I had to laugh when I saw the pictures! Who in their right mind would return something in that condition? How stupid do they think you are? It reminds me of the image they posted about the iPhone glowing and catching on fire on the airplane. It took them two weeks to notice the damage? Wtf! I'd be going to the local news media about that. And to have the balls to turn around and request money to repair it! I'm so sorry this is happening to you. Hope you get a new one soon. Keep us posted!
[Asus  Eee Pad Transformer Prime] pragmatous:
Asus technical support is probably THE worst of any tech company. Good luck with your problem. Hopefully it gets sorted out with out lawyers!
[Asus  Eee Pad Transformer Prime] xdaspyder:
omg all this trouble and time without your baby. That's got to be the worse part. I feel for you bro, I'd want to rip someone's head off and getting a TFP after all the waiting just to go through this I'd be halfway tempted for a little roadtrip. Texas is big but 3+ wks is a long time to push someones buttons. I hope you get things resolved to your satisfaction and fast. Your definitely building up some good karma on this one.

I've had repair trouble too. Sent my phone in for a charge problem. They sent me one back, an obvious refurb and the power button is hosed on it. Usable, but just barely and now its starting to chip where the exterior of the other was fine. I won't be using this contracted repair bastards anymore. It's only brand new replacements for me from now on.
[Asus  Eee Pad Transformer Prime] sgt. slaughter:
For it to dent like that while inside any kind of box is very unlikely anyway. It would take many things to line up exactly right to do that including the shipper smashing it on the ground on purpose or something else against it on purpose. And in turn the box would be near destroyed too.

Yeah shippers usually ship stuff roughly but that kind of damage and dent is something that had to come from serious force. And if in a box would be even less likely to happen to.

Is there not an Asus rep here in the forum somewhere? Maybe contact him too?

Regardless I'd be livid and feel for ya.

I'm just surprised the damage done there as that's a very very serious drop to cause that. Droping it straight on the flat floor wouldn't do it even you'd have to drop it against a corner or a round metal bar of something.

More I think about it I wouldn't be surprised if they somehow got ur tablet mixed up with another users by mistake.
[Asus  Eee Pad Transformer Prime] Tubular:
In fact the damage reports on the TF101 side are eerily similar to this which makes me suspect widespread fraud at worst and extreme negligence at best.

I can't even count on two hands the number of reports we've had at the TF101 forum for the texas facility and they all have some elements in common:

1. It was sent to the texas facility.

2. It was babied and packed adequately.

3. It arrived damaged.

4. Asus claims they sent an e-mail but no such e-mail has arrived, after being pressed they send one with pictures.

5. They ask for money to fix the damages.

6. If you dispute and claim it was not you and it was either them or shipping they "graciously" agree to waive the costs.

The amount of incidences is just abnormally high. Name any other product and I can tell you you'd be hard pressed to find THIS many people complaining that their product was told to be broken after it was sent in. The repair facility consistenty receives products in damaged shape that it's either a serious problem with the carrier that has to be straightened out immediatey or every customer is involved in a conspiracy to send broken products knowingly or Asus is damaging these products. The second is highly unlikely but the first and third are nearly tied, first being less so because of the packaging people go to when they baby their products and because I've received probably one package in my lifetime of shipping with FedEx, USPS and UPS combined that was in rough shape. I simply don't believe there's a widespread package abuse problem going on.
[Asus  Eee Pad Transformer Prime] wanderer32:
Ok another update, around 5 pm 1/24/12 I got a hold of the Caribbean answer team and had the guy almost by the throat so he is running around looking for a supervisor to try to escalate this thing. He took down all the info again to give to the supervisor and finally gave up and said they would call me back within 24 hrs :rolleyes:, Think I have heard that before but before we got off the phone he said he could escalate it now for me. Also I sent another email earlier today to Grapevine, Texas Telling, them I needed to get the box and prime back if they claiming it was transportation damage so the post office could check it and ok the claim. Or if they were not claiming postal damage own up to the shop damages and send me a new prime like I sent them a few weeks ago and end this Problem.

So she answered this last letter to GV TX this evening and said sorry for delay, my case is under review and will let me know ASAP. Sounds like somebody over there starting to think this out??I Hope...

On another attack: My buddy stirred up Asus NorthAmerica on facebook for me about this as I am not a face book person. He can do it as he also has an Prime as they came in same shipment. Oh he is 1 of my witnesses that saw it boxed before going to post office.

On another front: The Escalation letter from ASUS website still not answered so that is not as good as TP as cannot get my hands on to use in restroom.
[Asus  Eee Pad Transformer Prime] wanderer32:
I also want to thank everybody on here that is throwing encouragement my way as I battle this problem.

As I said before I am right, I was raised to accept the consequences of my actions and I expect the same out of others. and I will not lay down on this, and each day I am without my new Prime or the 547.00 for prime plus tax and the 14.00 for shipping I will stir the cooking pot as they are feeding the fire and fanning the flames.
[Asus  Eee Pad Transformer Prime] Quicksilver7714:
Man that totally sucks. I can't believe that the repair facility would cook up some stupid story like that. I worked for UPS as a truck loader a few years ago and I can speak from experience that packages get treated quite rough. But it would have taken someone slamming that package into a steal pole to bust the frame and screen like that.

One question have you been sent a pic with the serial number yet?

So just keep fighting it and demand a higher authority. I hope this gets resolved soon.
[Asus  Eee Pad Transformer Prime] rsjyns:
Where's Gary when you need him?
[Asus  Eee Pad Transformer Prime] Tech Faded:
Oh! The horror!
[Asus  Eee Pad Transformer Prime] wanderer32:
No pictures of serial number or pictures of box yet and that was the first things I asked for to prove it was mine and to prove if it was damaged in transit as yes the box would have to be a total mutilation to make the pad look like that. I might have fell off a turnip trk but that was 58 yrs ago. lol
[Asus  Eee Pad Transformer Prime] Brewdogg18:
Unless one of the Tractor Trailers ran that thing over, there is no way that got damaged by the shipper. If they showed you just a shattered screen, then maybe it did get thrown around during shipment but the chasis damage shows more then just being thrown around.
[Asus  Eee Pad Transformer Prime] Mediocrates:
Between canned responses I've gotten from Asus Tech Support, and now this problem with the repair facility, not to mention, Asus coming out with the "fixed" TF700T replacement, and not even offering an option to upgrade for up to a max of $200, I will NEVER own an ASUS product again! Seeing that I'm out of my return period at BB, I'm just screwed. Seeing this thread just put a nail in their coffin with me. Sad thing is, they had a stellar reputation with motherboards, and I've been using them for 14 years. No longer.........
[Asus  Eee Pad Transformer Prime] Col.Kernel:
Did you PM Gary Key a link to this thread?

I would if I were in your shoes.

If this is some outsourced sweatshop trying to make an extra buck off Asus' customers some pressure from Asus directly should make them squirm a bit in the right direction.
[Asus  Eee Pad Transformer Prime] paulrod:
Sorry to hear your plight, wanderer32, this is disgraceful.

Looks like they tried to force it open with a flat blade screwdriver and shattered the glass and bent the aluminium case. Probably an untrained tech f***ed it up man.

Sue them! Mine has the BT/WiFi issue and by the looks of what they're saying, It might require service side repair!!!

I'll be videoing me packing it up and also handing it over at the post office!

Good luck matey!! All the best.
[Asus  Eee Pad Transformer Prime] slef2003:
Where have you got to send your tfp to for repair Paul? Am interested cos a mate of mine had horrendous problems with an asus 4890 graphics card a while back that was returned to him bent and distorted and without the original packaging that he had sent it in!!

Wont mention where yet as if it different it wont get you worried lol
[Asus  Eee Pad Transformer Prime] Col.Kernel:
Glad to assist. GL with this.