yashsingh1/xdaforums huggingface dataset:
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
Called them for the third time and was far less pleasant then I was the first two times. Told the guy I had already called twice and that I was told I would be receiving an ETA. The guy asked me what an ETA was!? I kid you not. He put me on hold, came back and told me according to the records that an ETA had been emailed to me. Never happened. Checked my spam folder and everything, never received any email. So he said he'd put in a second request to escalate my repair, whatever that means, and that I should hear from them with an ETA again. I asked him if he could just tell me what the email said, nope, came from the repair center so he can't see what was in it. Told him thanks and that I look forward to calling them again in another 48 hours.
[Asus  Eee Pad Transformer Prime] nyijedi:
In other words, he was spewing total BS your way. Gotta love Asus.

Assuming I don't get a response via phone in 24-48 hours as promised, a response via an email I sent to tablet@asus.com, or a response to PMs I sent to Gary Key and ASUS_USA, I'll likely be RMA'ing my device again, hoping they get it back to me quickly, and selling the damn POS on eBay. I think I'll be happy if I just cut my losses with this damn thing.
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
So I guess being a jerk on the phone is the key. After 19 days and three phone calls, my Prime jumped from "waiting on parts" to fedex tracking number. First two nice phone calls got me nowhere, one jerky call and it's shipped that same day. I wasn't like yelling or cussing at the guy or anything, just made it very clear I was fed up with this whole situation.

Now I hope it gets here before Best Buy shuts down the whole trade in for an infinity operation.
[Asus  Eee Pad Transformer Prime] Jesse6749:
After about 1 month I received my replacement TF201 and I was not rude to them and remained calm and professional and just waited patiently and they decided to give me a replacement. I just got it today and the replacement unit I got is working just fine and seems to be a new unit so I am happy with the outcome regardless of the 1 month waiting period.
[Asus  Eee Pad Transformer Prime] defiantdesign:
Ughh....strange how I never read this thread until AFTER I've sent my Prime in for the rear camera issue.....

Anyway, sent my prime UPS on 7/26 ASUS indicates they received it yesterday (8/1), not encouraged that there is seemingly a shortage of camera parts. Really sucks because I was using my Prime pretty heavily for work with some project management apps and client demos. Can't really be without it for more than a couple weeks. I may have to look into something else now. Unfortunately, mine came from GameStop so not much chance of an exchange for me at this point. Tell me again what I paid $500 plus a dock for? ASUS? Gary? Bueller? Between the GPS, WiFi, reboots and camera issue, I'm feelin pretty screwed over at this point.
[Asus  Eee Pad Transformer Prime] nyijedi:
Don't hold your breath for a response. Neither Gary, Asus_USA, Asus email support, and or phone support (which promised me a callback within 48 hours) have gotten back to me. This is just the way this company operates. F'ing disgraceful.
[Asus  Eee Pad Transformer Prime] defiantdesign:
I got my (first) Prime 2 days after Christmas. That one went back to GameStop in January due to the wonderful "Serial Unknown" issue. So the Prime I just RMA'd is actually my 2nd. For the most part I love my Prime. Unfortunately, ASUS has essentially taken my money, admitted they built a faulty product with no built-in GPS, piss-poor wifi, sent me an ugly antenna (dongle) and then created a product that was essentially what the Prime was supposed to be and all but deserting the Prime; I feel mocked and foolish for having made my purchase. So how's that for a slogan,

"Buy ASUS, we'll mock you and make you feel like you made a stupid decision!"
[Asus  Eee Pad Transformer Prime] jflikk:
Well mine was received on 7/23 for the rear camera repair and their online status was never updated. I called twice during this period about 5 days in and about 3 days after that. The five day call informed me that it was waiting on parts, the 3 day call was the same response. I just got an email about my tablet being shipped out tonight. Hopefully things turn out well and I don't end up with someone elses.
[Asus  Eee Pad Transformer Prime] nyijedi:
Was your tablet a 32 GB model? Maybe you'll get the 64 GB model they stole from me ;)
[Asus  Eee Pad Transformer Prime] Skiinz:
argh

I'm glad (But obviously disappointed at the same time) that I'm not the only one with issues concerning Asus' handling of RMAs. I had to send in my laptop 07/21 and it finally arrived at Milpitas, CA after 10 days (I had the luck of giving it to fedex on friday so obviously no work done on weekends and then once in san jose on friday once again no work done on the weekends..and this was sent from South Florid mind you).

Once received and signed by A.Vargas (Which seems to sign everyone's stuff) I haven't had a status update since. Well the RMA inquiry doesn't work at all, so a status telling me ANYTHING would be a huge plus. The live chat never works as they are always at full capacity and their method of handling tickets is pretty laughable. I love the products ASUS puts out but they just drop the ball constantly in terms of consumer service, they are lucky they make such great stuff (However, a lot of their stuff does tend to break down pretty frequently, similar to Xbox 360 and RROD)

For the RMA inquiry the example they show is 'RMA1111111'..My RMA status starts with USG followed by 7 digits..do I use the USG or RMA? Also, on the fedex sticker the RMA number was actually listed as fxua0usg*******$0000102 where the RMA number was within the set of numbers and letters just shown...Everything is just made really, REALLY confusing.

Going back to uni in 11 days, I just hope to god I get it back before then or at the very least 1/2 days after...I can't afford NOT having a laptop :/

EDIT: Forget my rant, as the laptop was actually delivered to me this morning. However, it should still be noted that this whole problem was causedby a broken RMA inquiry and a distinct lack of updates on Asus' part. Thank the mystical beings in the sky that Asus_USA was able to help me out and tell me everything had been taken care of and should already be in my possession. Another horrendous issue was with the live chat which didn't help one bit. All he said was 'how can I help you?' and after my explanation there was no answer on his part for 45 minutes, at that time I ended the session.

So Asus actually did a great job of fixing my stuff but they really goofed up when it came to their online support. In a time where everything can be handled over the internet, they should really invest more money into that department than over the phone support as you can see it takes numerous calls just to get an answer. (Both need more tweaking)
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
My Prime is 40 minutes away from me right now, but Fed Ex sucks so I won't get it until Monday. Everyone should just use UPS. They would just let me go and pick it up, but FedEx says no. Oh well, hopefully Monday.
[Asus  Eee Pad Transformer Prime] EyeBeeNY:
They have had mine for a week and no information is available when using the new RMA # they provided. Receipt of my tablet was acknowledged via e-mail but I was told I wouldnt get my refund for "a few weeks" due to internal processes...

The RMA process is a joke. I expected a 2 week turnaround time for everything, but I fear I am sadly mistaken... I'm deeply considering abandoning ASUS as a whole... Im thoroughly impressed with Gigabyte as my motherboard provider, just wish they would explore the tablet market....

iPad, although not as robust as an Android tablet is beginning to sound ideal.... Plus Im tired of hearing the misses mock me and talk about her 1st gen iPad by saying, "it just works", not to mention she would always call my prime a "***let" instead of a tablet... smh.

Thanks for the dud Asus! Now give me my money back! The longer I wait, the less tempting the 700 becomes. After all, the problems are beginning to surface and the more I read the more I contemplate alternatives!

I may still try the 700, and then return it if Im not 100% happy...

Bottom line, dont RMA if you dont have to -- you'll just get mad at the wait time...
[Asus  Eee Pad Transformer Prime] VinceT3:
My RMA was pretty fast, sent me dock in to be repaired was back within a week. Though when putting it back together someone didn't put the screws in straight, so it doesn't dock. But other than that it's good. :-/ Now my tablet is scratched/marred from the dock and they are willing to fix the dock, but my tablet I'm hosed on. I haven't contacted Gray yet, but I probably will. Paid to have a screw that came out fixed, got a misaligned dock back that put deep cuts/marks into my tablet near the dock connectors. Thanks ASUS :(
[Asus  Eee Pad Transformer Prime] nyijedi:
Good luck contacting Gary. I PM'd him about a week ago after ASUS f'ed up my RMA, and he hasn't said a peep to me. Asus - "Persistent Perfection!"
[Asus  Eee Pad Transformer Prime] GS_Dan:
Just got mine back from the camera being repaired. Nothing bad on Asus' end about the experience apart from the slightly longer wait than I was expecting for parts to arrive.
[Asus  Eee Pad Transformer Prime] EyeBeeNY:
At least they had an excuse for those of you sending it in for repair. They are waiting for parts... How convenient. I wonder if they are waiting for toner, check stock, or pens in my case...

I can't even track the status of my return...
[Asus  Eee Pad Transformer Prime] nyijedi:
FWIW, my status never updated between the time I sent in my Prime and the time I got it back. Their system never found any record of my Prime during the entire RMA process. Now, the fact that the imbeciles at Asus sent me back a 32 GB Prime to replace my 64 GB Prime is a different story...
[Asus  Eee Pad Transformer Prime] VinceT3:
I was nice to Gary and gave him great detail (email/rma#/etc) and he responded far more quickly to me than I would have expected. Not sure why you haven't heard back.
[Asus  Eee Pad Transformer Prime] nyijedi:
I was perfectly nice and civil to him in the PM, however, if he's seen my posts on this forum, I imagine I'm not his favorite poster as a result of my feelings towards Asus ;)
[Asus  Eee Pad Transformer Prime] EyeBeeNY:
I wonder if they could ever make a mistake like that in our favor???

Imagine sending in a tf101 for RMA and then receiving a tf700... possible? naaaah...

Seems like only accidental 'degrades' instead of accidental 'upgrades'...

I guess Im just bitter about the whole Best Buy trade in that I am missing out on... I just want to use my tablet instead of having to resort to my dated 3gs and inconvenient desktop... knowing that Asus has my money and I have squat is getting to me... Deep down inside I know that the RMA status will never be updated and thats bothering me as well... the waiting game. I feel like that little kid that everyone tells to not play with matches, but plays with them anyway only to keep getting burned.... yeah thats me... I dont want to play with matches anymore, but Im so fascinated! Damn you Asus!

Hope you get a brand new 64gb Infinity for your troubles. Fingers crossed...
[Asus  Eee Pad Transformer Prime] VinceT3:
Sending my tablet & keyboard back, here's hoping for the random upgrade. :)
[Asus  Eee Pad Transformer Prime] 145ty:
Only positive experience I have had with ASUS Customer Service or anyone from the company has been Tien. He was always very quick and precise with his replies and extremely nice. He had to forward me to his Canadian counterpart to deal with a buyback/refund and then things went downhill from there. Took him 3-4 days to send me an e-mail even after Tien contacted him, and emails from him were 2-5 days apart and just generic messages really.

They've received my Prime and dock over 3 weeks ago - still not even a message or a cheque in the mail.
[Asus  Eee Pad Transformer Prime] nyijedi:
You've gotten further than I have. It's been a week since I PM'd Tien, and I've gotten zero response. Just PM'd both him and Gary again today. Asus also promised me a return phone call within 48 hours after I called them last week. Needless to say, I never heard back.

Not quite sure how anyone can defend Asus as a company. They really treat their customers like garbage.
[Asus  Eee Pad Transformer Prime] nyijedi:
Tien (Asus_USA) contacted me and is extremely nice and is being very helpful. My Prime is due in the Texas facility tomorrow, and he's going to follow up with them once they receive it to hopefully ensure that they send me back a correct, working unit this time around. It's a shame the rest of Asus (i.e., the people I have spoken with on the phone) aren't as good as he is.
[Asus  Eee Pad Transformer Prime] jflikk:
Well just got mine back, and everything looked great until I noticed there was a bulge in the glass where the camera goes. I'm just going to pack it up and take it to Best Buy instead of dealing with it again.
[Asus  Eee Pad Transformer Prime] djbutter:
I sent in my Prime to fix the green camera issue (BCOK serial), and they received it on July 16th (North Bay, Ontario, Canada).

Fast forward to now, the RMA status inquiry is still in "Waiting-[WB1] Wait for Material/Spare Parts".

I called the support line, and they said that the status was updated to "repairing" status, but was updated back to "waiting" yesterday. They've escalated the issue, but don't know when it will be fixed. They did mention that if they can't fix it, they'll replace it with a new tablet version (which I assume they mean the infinity).

UGH.
[Asus  Eee Pad Transformer Prime] Rebelwithoutacause:
Hm. In a way the response that you received could work in your favour. Especially if your unit can't be fixed and you receive an Infinity in return.

Hm. I wonder if the same thing will happen to me? I just shipped my 64 GB model to North Bay yesterday for a second RMA to fix quite a few things with my Prime: Non-functioning GPS - even with the GPS kit, poor Wi-Fi, random reboots, and my charging cable being damaged while I was removing it from the adaptor.

I will mention one thing: The employee(s) that worked on my Prime the first time around did an excellent job at fixing my loose screen and a few other things that I sent it in for. Hopefully they do a good job with your Prime or you're lucky enough to receive an Infinity in return.
[Asus  Eee Pad Transformer Prime] djbutter:
Well I just got it back today. Same one, but as good as new!
[Asus  Eee Pad Transformer Prime] nyijedi:
Just got an email from Asus that my Prime should be shipping back to me today. Not a terrible turnaround time - they received it last Friday. Let's see if these dummies send me back the right unit this time though.
[Asus  Eee Pad Transformer Prime] Mayer126:
After reading this whole thread, i am terrified. I just got the rear camera issue, and now and then when connected to dock my screen goes black and i have to reboot. It drives me nuts, but RMA would drive me INSANE from the sounds of it.
[Asus  Eee Pad Transformer Prime] nyijedi:
They've been quick with mine, but they've also been incompetent. Make sure to take pictures before sending it in so they don't try to screw you.
[Asus  Eee Pad Transformer Prime] gaushell:
Sent mine in last Wednesday - they received on Thursday and it is on way back. I should have on Monday. Pretty good turn around I think - I had green camera death and lockups. We'll see how good they did in a few days but the turn around was quick.
[Asus  Eee Pad Transformer Prime] Enzymaticracer:
I just received mine back on Friday. They had it a total of 4 days (including 2 weekend days).

They completely ignored problems I had with a dead pixel and a super-bright spot.

It is yet to be seen if there were any significant wifi improvements.
[Asus  Eee Pad Transformer Prime] nyijedi:
That sounds about right. Par for the course with these damn clowns.
[Asus  Eee Pad Transformer Prime] VinceT3:
They received everything on the 14th.. shows "Waiting" as of today.. =/ Cali seems slower than Texas thus far..
[Asus  Eee Pad Transformer Prime] markd311:
WAITING

Mine got their the 14th and says waiting for internal advise. Hmm ?
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
My prime came back with scratches all over it and it was chipped at the top left corner. :( All I wanted was the camera to work!
[Asus  Eee Pad Transformer Prime] Trill43:
Asus FTW!

I sent my Prime off and after 2wks they sent me an email about the turn around time and GPS issues they were trying to fix and also linked me to the adapter but said I was eligible for a full refund included all accessories which they just sent me a tracking number for the prepaid shipping to them. I don't know if I want the infinity but the Galaxy Note is nice but I hate touchwiz and its to in your face and bubbly icons and sounds.

I will probably wait for the Tegra 3+ tablets which would be Asus 3 generation tablets
[Asus  Eee Pad Transformer Prime] Mubble:
Sent my Prime off 5 days ago to the Czech Republic rma center for HDMI repair and vibration feedback fix.

Arrived back this morning fully repaired and well packaged.

Happy customer.

I don't understand anyone sending it back for GPS repairs. Of course they're just gonna sit on it for a few weeks then tell u they tried without luck.

That's what the GPS add-on is for.

Edit - Oh and I attached sticky name and address labels to the box and the prime itself to ensure it wouldn't get mixed up while being repaired.
[Asus  Eee Pad Transformer Prime] Judgenot:
Who is the canadian contact you've got? I'm sending my whole package (Keyboard + Tablet) today and would love to be able to accelerate things.
[Asus  Eee Pad Transformer Prime] Mayer126:
A Sad Day

Sadly, i have decided to RMA my TF201. The camera issue is tolerable, however random reboots, and constant black screens are not. Wish me luck, i will post updates as i get them so we can all see how the RMA process is working these days.
[Asus  Eee Pad Transformer Prime] nyijedi:
Why exactly did they say you were eligible for a full refund? I'd love to hear this news from Asus regarding my own Prime.
[Asus  Eee Pad Transformer Prime] Rebelwithoutacause:
You probably have a bad battery and that's why your Prime randomly reboots a lot.

I know that when I sent my Prime for its first RMA that was cause of my constant random reboots. I'd use my tablet for a bit and it would reboot so I'd start it up again and then I would use it and it would do the same thing.

Constantly having to deal with random reboots can get really annoying after awhile especially if you're trying to be productive with the tablet.

If I was you, I'd have them fix the camera issue as well.
[Asus  Eee Pad Transformer Prime] beckzz:
All your storys sound very frightening...

i think i'm gonna send it to rma next week...see what happens...I will not complain when they make me an offer to get the infinity for free :P

...and when i have the infinity, i'll realise, that infinity batterylife sucks, send it in to rma hoping to get an offer to get the next asus tablet for free...and i'll not stop until i get a device, with an unlocked bootloader...after that, i'll have enough tablets to build a botnet with them, whose sole purpose is to attack the asus unlock-server...something like that.. :eek:

Grz
[Asus  Eee Pad Transformer Prime] Mayer126:
Yep, and they just destroyed any chance of a fix. This was their response:

"Based off the serial number provided, it seems that your unit is now out of warranty due to having an unlocked serial number. This means we can still issue you an Out of Warranty RMA, but you will be responsible for the cost of labor, replacement parts, shipping and other associated taxes involved in the repair process.

Unfortunately, I an unable to provide an estimate for repair, and will be assessed once one of our technicans are able to run their diagnostics. You will be contacted once defective components are located, in which you can either authorize or decline these repairs, and have the unit shipped back to you as-is. "

This is &*#%$@# ridiculous. I have SEVERAL Asus products, including what i use at work, and i am strongly considering switching to something else. My faith in that company just ran off.
[Asus  Eee Pad Transformer Prime] 145ty:
Not sure if your reading comprehension is off, but I said the Canadian contact is horribly slow and has very delayed responses. His email is george_lu@asus.com .

Been 5 weeks since they received my tablet and dock. Still not even a ETA on when I am getting my cheque, only it has a delay in processing because of so many returns. Been a month and a half since I been dealing RMA/Contact with these guys.

Going to contact George again and ask for an ETA.
[Asus  Eee Pad Transformer Prime] dgjl:
I've had two dealings with ASUS RMA, both for Mura, the second for camera as well. The fact that the build quality has meant two RMA's in 8 months is of course not at all good. But both RMA's have been fine. The first had a 21 day turn around, all postage paid by ASUS. The second is just about over (tablet on 'Final Testing') and it was only sent 9 days ago, so total time is likely to be about 14 days. This is with ASUS Europe. (Of course, it's not back yet...).
[Asus  Eee Pad Transformer Prime] gaushell:
back quick, camera fixed, no fix to lag and force closes

I was thrilled with how fast they turned my repair around. Sent in with rma request to fix green camera of death and the force closes and unacceptable lag. total turn around was less than a week - camera is fixed by lag and fc are same. This is ridiculous!! they could at least explain if they couldn't or refused to fix.

ASUS - you are killing yourself. Get it together.
[Asus  Eee Pad Transformer Prime] sahilcc7:
ASUS should just recall the prime and give an infinity. Or TF300 + $100.
[Asus  Eee Pad Transformer Prime] Mayer126:
:good::good:

That would be amazing.
[Asus  Eee Pad Transformer Prime] VinceT3:
Its coming home today. Let you guys know how it goes.
[Asus  Eee Pad Transformer Prime] nyijedi:
Finally got my Prime back. They gave me the correct version this time (64 GB), and there's no cosmetic damage, which is good. There is some annoying light bleed that my old unit didn't have, but I may just live with it. Of course, the constant ANRs and lags persist (I didn't expect them to go away, but I forgot how awful they are).
[Asus  Eee Pad Transformer Prime] VinceT3:
Mine is back too.. works well, looks good.. haven't gotten the anrs yet.. but getting massive battery drain while docked.. I checked cpu spy.. never goes into deep sleep while docked.. not sure if they even know about that.. or if jb will fix it..
[Asus  Eee Pad Transformer Prime] Mubble:
Actually, I retract my positivity.

Connected my prime via HDMI only to find nothing appear on my tv. Reconnected the hdmi cable only to feel the connector come loose again. So off it goes again for its second rma in ten days.
[Asus  Eee Pad Transformer Prime] defiantdesign:
Well after all said & done the RMA process took 14 total days 10 business days. Seems to be working okay. I guess my only hope for an overall better experience is when we get the jelly bean update. Still contemplating a different android tab, but really have been waiting for something "significant" to switch to. Thought about galaxy tab 2, but may just wait it out and see who comes out with what by the end of the year.
[Asus  Eee Pad Transformer Prime] sahilcc7:
Everyone here sending in their primes for RMA, do you pay for shipping or does ASUS send out a courier bag or label? I called them and they said since I bought my Prime overseas, I have to pay for shipping.. What difference does that make - buying it overseas?