yashsingh1/xdaforums huggingface dataset:
[Asus  Eee Pad Transformer Prime] pcbzick:
Every third ASUS laptop is DIFFECTIVE.

Hi everyone,

This is my RMA story.

Every third ASUS laptop is DIFFECTIVE.

I had a custom Asus gaming laptop G51JX-3DE/G60JX ($2351) from Xoticpc.com. I can’t say I have it because it has already been in the Asus repair station for more than 2 months and I don’t know when I will get it back. My RMA status is still the same: "Waiting-[WB1] Wait for Material/Spare Parts". I emailed the Asus representative Mr. Tien Phan cl-tien@asus.com and got the response that the issue with my notebook was duplicated, and it was currently at a repair station waiting for the necessary parts to come in.

Because of that I began to initiate some action and look at what I could dig up.

If you look at the Asus website you will see that now it only has 2 gaming laptops G75VW (17’) and G55VW (15’), but there were a dozen different models in 2010.

My friend’s computer market analyst said that the Asus repair station is piled up with defective laptops, transformers, tablets. Almost every third ASUS laptop is DIFFECTIVE.

Since 2008 Asus started to produce their own laptops in huge amounts, though previously it was focused on the production of motherboard and other components. The range of its products increased in many times. They tried to compete even with Apple (Zenbook, Pads). But the Asus team just can’t compete with Steve Jobs’ team. As a result the quality of Asus products begins to fall dramatically. Asus Customer Service just can’t cope with the avalanche of custom claims.

Unfortunately, the quality of the motherboards – diamond in Asus crown – became worse compared to what it was before 2010. I built three rigs with Asus motherboards, last one is P6X58D Premium and I am satisfied with their quality. But now days are different.

Now we need to think seven times before buying an Asus laptop.

Having every third ASUS laptop DIFFECTIVE is too much.

pcbzick.
[Asus  Eee Pad Transformer Prime] beckzz:
Sry man, but is there any proof of your info? Cause your new here and you are

Comparing things to aplle and steve jobs...makes you sound like a aplle fanboy.

So offense man...i only need some proof ;)
[Asus  Eee Pad Transformer Prime] garagedroid:
I had RMA with ASUS and a laptop once and it was quite fast actually. In 2 weeks I got a new screen from them.
[Asus  Eee Pad Transformer Prime] wifesabitch:
I've jumped on the f*ck Asus train. Terrible customer service. They've moved on to my sh*t list with Acer, IKEA, Rogers, Apple and BMO.

Live chat and e-mail are useless with them. You have to call and hope for the right person. If that doesn't work, hang up and call back. :confused:
[Asus  Eee Pad Transformer Prime] stephenheywood:
I RMA'd mine last week due to random reboots, light bleed, and screen corruption down left hand side of screen (usually while playing movies). Now according to ASUS website my RMA status is Waiting-[WF4] Wait for Customer Confirmation-CID\OOW. What the hells that supposed to mean? I don't know what they are waiting for from me as they have not contacted me since I sent my prime back.
[Asus  Eee Pad Transformer Prime] kwazytazz:
CID/OOW probably means, Customer Induced Damage/Out Of Warranty. so those knuckle heads probably think you broke/dropped/screwed it up yourself and wont fix it unless you pay them a hefty amount of money before anything
[Asus  Eee Pad Transformer Prime] stephenheywood:
If that's really the case I think I might have to shout at somebody. How can they think that when these are all common problems?

Should I ring tech support here in the UK or wait for them to contact me?
[Asus  Eee Pad Transformer Prime] kwazytazz:
You should probably call them again and throw a tantrum at them lol. Did you take pictures of your tablet before you sent it in? I hope you did so you have evidence that it wasn't broken or damaged. I took pictures of the whole packaging process with time stamps on them, and I left a note in the packaging slip stating that I took pictures of the whole process and the tablet was sent in mint condition... there has been one too many horror stories with the RMA/Repair department that I've read.... probably the last Asus product I'll ever purchase... if only it weren't for the keyboard dock(which is useless if you want to use the GPS dongle crap) ...bleh
[Asus  Eee Pad Transformer Prime] smrsxn:
9 business days and still in WB5 state

Update on my prime's RMA - I got ASUS to esclate my RMA case owing to no activity for first 7 business days. Guess what.. it's been 2 more days since then.. no call from any supervisor....

I have promised my wife that from now on i will never make fun of any iPad owner. They are smart as well.
[Asus  Eee Pad Transformer Prime] PolishPoet:
Good luck with the 14 days, mines been in there 17 business days and hasn't changed (at least my says Repairing). This is friggin' unbelievable. All my desktops at home have ASUS inside and I have an ASUS Notebook after this fiasco I doubt I'll ever buy ASUS again. This is unreal. :mad:
[Asus  Eee Pad Transformer Prime] kwazytazz:
yeah same here, called on the 11th/12th day, all they told me was they have up to 14 business days before they can give a rats ass about it and ...she said "they can technically ship out your tablet in those 2/3 days, as its within the 14 business days"....
[Asus  Eee Pad Transformer Prime] smrsxn:
ASUS again.... NEVER EVER

with you dude. Infact I have "ZERO" doubt, that I will ever buy any ASUS product again. I never will.

Their ideas may be innovative (love the padfone idea, and i really wanted to get it before)... but the lack of proper supply-chain management for both the product launches/spare parts, their horrid customer service, lack of any retail outlet, effectively means they can not support their "good" products. That kills the deal.

I tried ASUS. Was definately worth one shot. Prime was so tempting... can't blame myself.

Will try a more established player next time, who can provide better customer experience.
[Asus  Eee Pad Transformer Prime] stephenheywood:
Took lots of pictures to show zero damage before it was sent, so I think I am ok on that front.

I will give them a ring later.
[Asus  Eee Pad Transformer Prime] stephenheywood:
Well I just rang them apparently my prime has damage to the back case and keyboard, that they want me to pay to be fixed, I have told them it was perfect when sent, so now I have to wait for up to two days for someone to contact me. I cannot believe this is the level of service ASUS is supplying.

I wish I had videoed my packaging as well as taken photos.
[Asus  Eee Pad Transformer Prime] wifesabitch:
My Prime is a "good one" (no wi-fi issues, screen issues, etc.) but even if something does go wrong I don't think I'm going to RMA it. I'm finished dealing with these clowns. If something messes up I'll just take it as a loss and move on.

Time to unlock my bootloader!
[Asus  Eee Pad Transformer Prime] smrsxn:
Supervisor has no clue on what is delaying the RMA!

Finally a supervisor called me yesterday, and he told me they had no update from the real RMA service center. So he has esclated the issue to their center. it would take another few days to get a response from real RMA service center.
[Asus  Eee Pad Transformer Prime] drvsbsm:
I was going to send mine in because it won't play right with Bluetooth and WiFi, but after reading these horror stories, they aint going to get me like that. Thats one hell of a sucker move, if they are playing that way. I will just use WiFi adapters and have to deal without Bluetooth. This is sick I will never buy from Asus, ASRock, or anything affiliated ever again, I have officially made my mind up. I don't care what innovations they create, I will use my Prime as is until Tegra4 or the next Mali chip from Samsung. Bank it, if I go Tegra4 and not Mali it wont be Asus, I will probably go Mali anyways they seem to be making some great chips for the future, NVidia Tegra better step their game up if they want to stay competitive.
[Asus  Eee Pad Transformer Prime] babymatteo:
I just requested for RMA cos the 40 pin connection are all bent. This is such BS Asus! I've only had my prime for less than a month and I can't believe its already broken. They're so bent, the tablet won't even turn on anymore. As much as I love my prime...I'm getting more and more itchy to just buy an iPad 3 now...

Or maybe just pickup the new tf300t from Frys and just get the ADH this time.
[Asus  Eee Pad Transformer Prime] beekay201:
Coincidence or not, spoke with a friend at work that has worked at asus rma center here in lisbon (portugal). he says it's way faster to head straight there instead of shipping it. he says to fix screen issues, when he was working there, it took 2, 3 days max. i'll try that. will take pictures before, ofc. fingers crossed.

Sent from my Transformer Prime TF201
[Asus  Eee Pad Transformer Prime] osunsanseun:
I was also thinking of RMA. Cause of:

2 dead pixels

Random REBOOT

Crashing (with that annoying beeep sound)

Stock browsing is always crashing and asking to quit

Wifi issues and so on.

But from what I was reading I think I will keep my tablet to myself. Maybe ill send it in before 1 year is up...when I won't miss my prime too much...cause right now I don't think I can go a month without it.
[Asus  Eee Pad Transformer Prime] wtfdroidlol:
I wish I'd read this thread before shipping mine off Monday. Just checked my RMA number and they still say they haven't received it, when fedex says someone signed for it two days ago. How hard would it be for whoever signs for it to put the RMA number on the outside of the box into a computer?
[Asus  Eee Pad Transformer Prime] quanghuyzzz:
I'm have same trouble with u guys also.

i sent my prime for RMA since april 10th because of green rear camera, wifi and gps issues, light bleed... I keep calling the asus center every weeks then until now they still cant give me a specific date when i can get back me prime.

i have to say that I am totally disappointed about this product and ASUS. i just purchased it on march 30 then april 10 sent back for RMA. I hope i can get it back without any crash or broken like other thread mentioned =,=

this will be the last ever product i purchase from asus... i dont want to go for any headache any more, waiting time and money :mad:
[Asus  Eee Pad Transformer Prime] kwazytazz:
Totally agree, waiting 10-14 business days, thats 3 weeks... before they can escalate it, then you have to wait 24-48 hours before they can do ANYTHING, then chances are you are going to have to call again and again and get no where. thats more than a month right there. I have never dealt with a company with a RMA process slow and ****ty like this ever before. like many on this thread, I will never buy and recommend asus to anyone no more.
[Asus  Eee Pad Transformer Prime] smrsxn:
I think you can esclate after 7 business days of no change in RMA status. I got my RMA case esclated like that.

BUT, esclation does not mean much... my case has been in esclated state since 5 business days, and no one still knows what happened to my tablet repairs (in WB5) state!

Gary Key responded back to one of my help me mails... but it was only this friday... hopefully he can do something for my case.
[Asus  Eee Pad Transformer Prime] B-Mod:
Gary finally got it done for me, he got the lady (Trinity) who would not return emails for weeks to finally return one and send me out a check. I am all square now, no more primes for me. This has been one bad deal that I am glad is over.....
[Asus  Eee Pad Transformer Prime] chugger93:
today is my 14th business day and still says havn't been received by us yet.

I havnt called yet, but very tempted too. Although I'm assuming it wont change things. If I don't get it by memorial day, then there will be a problem.
[Asus  Eee Pad Transformer Prime] kwazytazz:
you should call, and have it escalated, then after 48 hours speak to a supervisor and give him a piece of your mind. ridiculous how we have to wait 14 business days, that is 3 weeks right there not including transit time....
[Asus  Eee Pad Transformer Prime] stephenheywood:
I waited my 48 hours for someone to contact me, but guess what no contact what so ever. However just checked online before I rang and complained again, and my status has gone back to repairing.

I was hoping to have it back by now, wish I had never sent it in.

Sign me up for not buying Asus again.
[Asus  Eee Pad Transformer Prime] smrsxn:
today is

13th business day into RMA

6th business day since esclation of my RMA.

3rd business day since Gary asked someone to help my case.

No one in ASUS still knows why is my tablet in WB5 state and for how long will it stay there.
[Asus  Eee Pad Transformer Prime] Moonshot1968:
My RMA story is a bit crazy !!

Sent Prime on April 3 to fix camera issue. BCOK Model.

Arrived at Repair Facility in North Bay, Ontario on April 4.

Received email on April 10 that it was repaired and coming back to papa. But emailed showed no tracking number. Only "CREDIT"......

Waited and waited some more.

Contacted Gary Key who got me in contact with Hai Trat.

Nobody knew where my prime was!!!!!!!!!!!

Out of frustration I bought another Prime from Future Shop Canada on April 23rd, (C4 Model) which works fabulous. No problems at all.

Sent a request for refund on original BCOK Model. Since nobody knew where it was.

SUDDENLY, FedEx shows up at my door on April 30 with 2 packages.

One with a full refund cheque . The other with the GPS Single.

Long story short, the BCOK Model Was unfixable and must have been sent back to California where a refund cheque was already being processed.

The fact that nobody could tell me this was the frustrating part. But the story ended up with a happy ending. Full refund and new Prime. Kudos to Gary and Hai. They did keep in constant contact.
[Asus  Eee Pad Transformer Prime] Moonshot1968:
Sorry, mentioned GPS Single (above)
[Asus  Eee Pad Transformer Prime] Moonshot1968:
DONGLE !!!!!!! Damn spellcheck.....
[Asus  Eee Pad Transformer Prime] smrsxn:
so moral of the story is if you have a BCOK prime, that you sent for RMA, then expect a refund cheque back after full RMA service!

Why don't they just recall BCOKA serial numbers!

:-)

Mine is a BCOKA prime as well... let's see how it goes.
[Asus  Eee Pad Transformer Prime] babymatteo:
Damn all these RMA nightmares i've been reading makes me not want to send mines in anymore. I posted my broken Prime on craigslist for $200 with the working Keyboard dock for $200 and someone's actually willing to buy it from me for that much. Although, the only real problem is the 40pin connector...the pins are all bent.

Now i have a choice, as much as I really loved my Prime...something's telling me to stay from buying another one. I really don't want to downgrade to a TF300T. But, i was able to find a 64gb Prime for $500...i think i'm going to take the risk. Prime rules!
[Asus  Eee Pad Transformer Prime] demandarin:
why are you selling it so cheap? you could get over $100 more easily even with its pins being broken. worth alot more in parts alone. I've seen broken ones sold for way more. way worse condition than just a broken pin connector. that can easily be replaced for cheaper than what you selling it for. i wouldve sent it in to asus...f&*(( that...lmao
[Asus  Eee Pad Transformer Prime] babymatteo:
It's ok...reading up on all the nightmares everyone were having with Asus RMA really turned me off and thought it wasn't even worth the time. Besides, i really can't go without a tablet...its driving my kid in the backseat nuts! Lol.

So if you were in my shoes, would you go with another Prime, or just opt out for the TF300?
[Asus  Eee Pad Transformer Prime] demandarin:
if i have the cash to burn for the best, id get another prime.. if you not worried about having the highest specs and superior display, or better battery life, get the 300.

id get another prime ;) now if that one doesnt act right, return it and just get a 300. but even then some users already reporting various issues with it on transformer forums.

get a Prime!
[Asus  Eee Pad Transformer Prime] Moonshot1968:
When nobody seems to know where the heck your prime is, you are definitely entitled to a refund.....
[Asus  Eee Pad Transformer Prime] krossmods:
Imma share something I posted on ASUS' North American facebook page; I'm not sure what it's going to achieve... supposedly the message has been referred to the "highest level of customer service"....
[Asus  Eee Pad Transformer Prime] demandarin:
you would be better off mailing that to various Asus addresses or emailing that to Gary Key. putting that on their Facebook page will do nothing except make them delete it.

plus your last sentence, while understandable, is not realistic. as some issues reported on the net are limited to small amount of people to where Asus doesn't even know it exists. they only can address the major issues known. not every single issue ever reported on the internet..lol I've seen people report an issue that they are the only ones ever seen to suffer from that or report it. Main focus is sending out gps dongles to address gps and re-working any units with "Possible" wifi issues. wifi issues could be caused from device not put together properly or a faulty 2nd wifi antennae. once prime is sent in for that issue, then they will check it and rework it.
[Asus  Eee Pad Transformer Prime] krossmods:
The last sentence to me really just meant: wifi and screen bleeding... GPS I don't really have a need for it... but I'll take what I can. Oh, and a working screen/digitizer.

As for the "various Asus addresses", which ones are you referring to? I hope you don't mean e-mailing, because I don't think the response will be prompt - or I won't even get a response at all.

I'll get Gary Key into the loop if nothing falls through with this. I understand that my problem is probably one in a million other CSR issues, but I can't exactly say that getting my name out there to all facets of ASUS will help me any more than what I'm doing now...
[Asus  Eee Pad Transformer Prime] shinzz:
Really, you are defending Asus on RMA service that krossmods has received??

1. Eh, are you defending Asus's act of censoring their Asus Facebook page to be all positive & rosey?

2. He has sent in his device.. TWICE.. what else can he do? Send it in again & hope that 3rd time is the lucky charm??
[Asus  Eee Pad Transformer Prime] demandarin:
No, I'm just telling it like it is based on what I've seen people do before, that worked and that didn't work. plus based on what I've been told already concerning some issues.

so its up to him if he wants to rma it in again. but remember he said it was originally rma due to an issue that he himself caused. he did leave the option open though.

IMO posting it on Facebook wont have much bearing. As people have done this before and neverin really worked and it ended up getting deleted. He would be better off getting Gary or someone involved.

BUT if his original rma was due to a self inflicted issue, which he admitted to, doubt they will refund him for the tablet. for that simple fact alone, regardless if he paid to have it fixed or not by them. it wont hurt to try though. you wont know unless you try. Never say Never. they might just do it if he pleads his case well enough. the only way to find out is to try and see what happens

Refunds are only done on a case by case basis. which are based on a few factors it has to meet. Its not like just anyone who requests one will get one. it doesn't work like that. This is what I've been told the other day as i got an email back with answers on other questions that I and/or the community had also.

plus my quote only addressed the issue i stated, i don't know where you got defending their fb from..lol

---------- Post added at 02:40 PM ---------- Previous post was at 02:34 PM ----------

oh ok. well those should be reworked or replaced then. sometimes you have to find other channels to get things moving faster in your direction. Id be willing to bet if you email gary that post/letter or even that other guy Hai, things will move faster. ive seen it done with people in same situation and it got addressed pretty quickly afterwords. Ill mention your name and direct Gary to your post. Ive helped quite a few people that way. He is swamped with messages n such so i try my best to let him know things going on here or with people having trouble with RMA. just email him and ill send him one about you also. i dont mind trying to help out any way i can. ;)

edit: i sent him the email with your post in there. i think you should email him also. hopefully, this all gets addressed/resolved sooner than later. or he can at least escalate your issue to someone in asus ,in your area, that can try to rectify the situation.
[Asus  Eee Pad Transformer Prime] rueben68:
I just got mine back yesterday after 45 DAMN DAYS!!!! and oh yeah the wireless still sucks and GPS well.. you can just forget about that till i get the dongle. i guess what I'm trying to say is good luck man i hope you don't have to wait as long as i did and yes they SUCK!!! but i love my prime baby!!!:D
[Asus  Eee Pad Transformer Prime] babymatteo:
I went to Bestbuy during my lunch to check out the TF300T...and first i looked for was the build of the charger port lol. The overall build quality of the TF300T is really more sturdy and felt more durable than the Prime. So, I gave in. I just ordered a 32gb from Amazon Prime for only $403.98 w/ next day shipping.
[Asus  Eee Pad Transformer Prime] demandarin:
nothing wrong with that. either choice would've been fine. just make sure to put it through its paces before your return period expires.
[Asus  Eee Pad Transformer Prime] smrsxn:
Thanks to Gary & Hai, i have finally received a C3 serial prime after 16 business days in RMA. God Bless them!
[Asus  Eee Pad Transformer Prime] kwazytazz:
do you happen to have their emails at hand? i sent them an email but never got a reply, dont know if it was the right one.. its been almost a month now..
[Asus  Eee Pad Transformer Prime] MOD64:
Thanks to Gary and Hai, I just received my C2 serial prime after 13 business days in RMA.

I did a quick inspection and didn't find any scratches or any other damage to the device.

Also, it appears as though the support center has performed a full wipe and restore of my device.

Thanks so much for your help!
[Asus  Eee Pad Transformer Prime] clenz:
Wow - my Prime is in repair on Day 1!

Sent it Thurs 5/3 and they signed for it Fri 5/4. I was prepared for this to be awhile before it showed up on the system, but today (Mon 5/7) it is in the system as "repairing". I had actually hoped that with all the defects I listed, that they would just ship me a new C4 unit. Now I just hope I didn't jinx it and it gets through repair quickly and back in my hands!
[Asus  Eee Pad Transformer Prime] kwazytazz:
GOOD LUCK with that...you are going to need it, seriously, mine has been in repair on day 1 also...and has been in repair status for over a month....
[Asus  Eee Pad Transformer Prime] GernBlanston:
I had the exact same experience as clenz...but they received on the 4th and it's now showing as in shipping back to me...fingers crossed for a good experience.
[Asus  Eee Pad Transformer Prime] computerdan:
Oh geez...I should have read this thread before I sent my 64GB ATP in for repair due to a couple blown pixels on the screen.

The North Bay repair center received it on April 27th, and the status hasn't changed from Waiting-[WB1] Wait for Material/Spare Parts for 3 weeks now.

I emailed them last week and George Lu responded saying that he'll escalate it, but when I called them yesterday, there is no sign of any updates according to the rep.

I did tell the rep that if I didn't get my tablet back in 1 week that I'd send in a request for a full refund.

I owned the unit for 8 weeks before sending it in, and they've had it for almost half that time now...

Guys, am I being too hard on Asus?

...naaah
[Asus  Eee Pad Transformer Prime] rcatron:
You are not being too hard. You paid good money for that device.

Probably the same tracking system for you RMA that is still reporting my Dongle Status as, "Application Submitted" (and I received it about two weeks ago)

Maybe they are running it on a Prime?!?