yashsingh1/xdaforums huggingface dataset:
[Asus  Eee Pad Transformer Prime] geech72:
Demandarin, So how can i get my money back? You seem to be more connected to Asus than we are. I'm done dude. I put up with crappy Wifi, absent GPS, poor game play, and buggy web browsing because I was confident that Asus could improve my experience through improved firmware updates. What a sucker I have been. Now my camera is jacked and I'm looking at at least a month long odyssey of an RMA. The only thing my brand loyalty has purchased me is a substandard device that is past its return date. So seriously help me out with a refund and you won't have to worry about me disparaging your buddies anymore.
[Asus  Eee Pad Transformer Prime] Ludikhris:
Epic Fail

http://www.youtube.com/watch?v=n7XEwjJ5bmI

That's how I got mine back. Super awesome.... :mad:
[Asus  Eee Pad Transformer Prime] demandarin:
sorry its not working out good for you. someone should be arriving on the forums soon to help people out. once new update drops, see how much it improves your device. if it seems to do nothing, then take further action.

Refunds are only done on a case by case basis. Its not like just anyone can request a refund and will get it. Certain criteria has to be met. When did you purchase your prime? have you even tried to send it in for a rma for them to at least attempt to fix it.? these are things they will ask. if you haven't even sent it in for an rma, then they will likely deny your refund and say you have to rma first. now if you get tablet back from rma and its still not working right, then you will have a better chance for a refund. I'm not even sure if they even doing refunds anymore now that the GPS dongle was released. just try what i said. if it doesn't produce any results then ill try to push you through to them to plead your case. cant guareentee anything though. But i don't mind trying to help you out. I've helped others out in similar situations. I know its frustrating. Just hang in there buddy, something will be done.

---------- Post added at 05:04 PM ---------- Previous post was at 04:53 PM ----------

wow, i saw your video. that is unacceptable. damn, the worst being touching the upper corner and tablet freezes. i know you will hate to do it but you have to send that back. call them and really tell them like it is. tell them you will not pay for shipping again. they will have to mail you a prepaid label. also send them a link to your video to show them exactly what's happening. sorry that happened to your tablet. that is really poor repair . good luck. if you cant get through to them about fixing this problem, just shoot me a pm. ill see what i can do if you cant get through to them or them give you a proper working tablet back.
[Asus  Eee Pad Transformer Prime] clenz:
I would send a PM to Asus_USA to see if he can set you up with an expedited RMA or if there is anything he can do to help with an exchange or refund. We have official support now and that why he's here.
[Asus  Eee Pad Transformer Prime] David522d:
Where is he?

-

Terrible

WiFi

-Screen Bleeding

-Random Reboots

You going to fix that repair man man man mannnnnnnnnnnnnnnnnnnnnnnn?

Are you?
[Asus  Eee Pad Transformer Prime] s1lenz:
Sent my prime in to fix a white spot, seems like whatever keeps the backlight and the screen together is coming off. They replaced the screen and sent it back to me with a new white spot lol.

Contacted Asus customer support and they wanted me to send it back in. Didnt want to wait another 2 weeks for another Prime with no guarantee the issue would be fixed. Tried to contact Asus_USA about it and he said there's nothing that can be done because I unlocked the device after I got it back.

Which he's right I knowingly voided warranty, still whats the point when you send something in the first time and they "fix" it and send it back with the same problem on another side of the screen.

Can you imagine this with any other product? You get a dent on the left side of your car repaired and they give you your car back with a dent on the right side? And then tell you you can't take it back because you installed a custom exhaust in the process? LOL.

I'll just ride this bull**** till a pure nexus tablet comes out.
[Asus  Eee Pad Transformer Prime] jetbruceli:
just a quick q's here, I sent mine in for a battery repair, the status has been on ready to ship for the last 4 days what is up with that?
[Asus  Eee Pad Transformer Prime] mjazairli:
i got my prime from RMA few days ago, i send it to fix the WIFI/BT issue.

i have a feeling that the battery now stay shorter than what it was 3 weeks ago.

is it because of the new update, or they did something when they changed the antenna?!
[Asus  Eee Pad Transformer Prime] dcAndroidFan:
Did the WiFi/Bluetooth issue actually improve?
[Asus  Eee Pad Transformer Prime] smachine:
I got my Prime back in January, serial started with BC0K. Ive had wifi issues since then, to the point were I dont get any signal in my living room while all my other devices get good connection. I need the Prime as my pdf textbook reader and cannot wait over a month for the RMA process. Has anyone been successful in getting another Prime shipped over while they sent in the original for repairs? Dell used to offer this service and it worked out great. They would take credit card info and send in the replacement along with a return box, and they would need to receive the original defective product within 30 days or you would be charged full price of the unit.
[Asus  Eee Pad Transformer Prime] s1lenz:
Nope, although ASUS does that for their motherboards for an extra fee. I dont think they do that for their tablets though.
[Asus  Eee Pad Transformer Prime] mjazairli:
A very small improvement, but im not going to send it again to rma. I will live with it for one year
[Asus  Eee Pad Transformer Prime] slef2003:
Dis I read this right in that your prime was returned still needing another rma to put right the original rma; and you then unlocked the device knowing that this would invalidate your warranty before contacting Asus to rma it for the second time?

:confused:
[Asus  Eee Pad Transformer Prime] s1lenz:
Yep, I didn't give a **** at that point. It's a white spot and I wasn't going to send it back for 2 weeks to get it "fixed". They replaced the screen once and the spot popped up again, something that could have been easily rammified the first time if whoever was working on it just turned on the screen and looked at it.

Instead they decide to go the lazy route and assume that just because the screen was changed the problem was gone. So when I got it back I decided to live with it but I shot ASUS_USA a PM anyways to see if there was anything he could do since I had already sent it in once and the problem was still there. He said because it was unlocked there's nothing I could do, which again he's right. He was very polite, professional and quick to get back to me so I have no problems with his service.

I just think it's ridiculous that I sent it in and the problem was still there. But I'm not sweating it, I'm just going to avoid ASUS products and hope that the Nexus tablet is going to be manufactured by a competent company. Thats what I get for being an early adopter....
[Asus  Eee Pad Transformer Prime] stephenheywood:
I got my prime back fairly quickly after I sent it for RMA but that is where the good news ends.

My prime which was sent in in mint condition came back with a dent near the dock latch point, and now the WIFI which was ok before is now shockingly bad. To top it all they returned it no fault found.

I have emailing them back and forth now for over two months and although they say they are willing to replace the bezel to repair the damage, I have to send it to the same facility as before. I don't trust them to do a good job and have been trying to get either a refund or a swap out, but it appears this is not possible because I live in the UK. They have now told me if I am not happy to contact trading standards.

Anyone know if there is any way I can get them to give me a refund?
[Asus  Eee Pad Transformer Prime] peterk-1:
As far as I'm aware you should accept the offer to make good their damage. You could of course go to a small claims court on "not fit for purpose and not in accordance with published specification etc.". Read up on the subject at http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/ and see the sale of goods act explained from both sides of the fence.

Hope you get a good outcome
[Asus  Eee Pad Transformer Prime] wernerzero:
UPS just picked up my Prime for RMA... Faulty dock and screen tears etc.

Let's see what happens and how fast...

W.Z.
[Asus  Eee Pad Transformer Prime] nyijedi:
I am going to be RMA'ing my Prime this week. I don't feel like arguing with Asus re: shipping costs, so I'll be paying to ship it back to them, even though I think it's b.s. and they should pay both ways. How does returning the Prime to me work once Asus is done with it? Do they pay for it? What kind of shipping do they use?
[Asus  Eee Pad Transformer Prime] nyijedi:
Sent in my Prime last week for RMA. UPS shows it was signed for by Asus last Friday. However, when I put in the RMA # on Asus' RMA status page, they have no record of it. The page initially at least pulled up my customer info and said they haven't received the device yet - now it just implies my RMA doesn't exist. Clicking on the "Contact Us" button on that page leads me to a dead link. Any suggestions on the best way to contact Asus to see what's going on? I'd rather not be on the phone for hours. Is there an email address I can use?
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
Well, I was coming here to see if it was normal for ASUS' site to not recognize my RMA number even though they've had it for almost two weeks. I guess it is completely normal. This is easily the worst company I've ever dealt with. I love my Prime and have been missing the crap out of it. But, never again with ASUS, that is for sure.

I hope all of the people who have had problems with their RMAs like getting them back with physical damage and no response from their support department have filed complaints with the BBB.
[Asus  Eee Pad Transformer Prime] junrider:
You have to fill in RMA number as well as the serial number and it should give you the status.
[Asus  Eee Pad Transformer Prime] nyijedi:
Gotta love Asus.

Thanks, but this doesn't work for me. Even if I enter all of my info (e.g., RMA, Serial No., Phone #), it still says "System can't find records of your inquiry." Up until yesterday, info would come up when entering my info, but not any more.
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
Same here. I'll give them a call in another day or so, not that it matters I'm sure. Terrible. I was all set to buy my wife the new Nexus 7 for her birthday until I remembered it was made by ASUS also. Guess I'll wait for Kindle Fire 2 or something. I have an ASUS motherboard in my computer that's ethernet port stopped working on. That's 2/2 on my broken ASUS products.

EDIT 7/25: Site is showing my RMA now. Waiting for part. You have to be kidding me. A problem I've seen tons of other people have (broken rear camera) and they don't have the parts to fix it. And it's been almost two weeks. Do they not have parts on hand? Just ship one at a time from China on a per RMA basis? Cause that's the only reason it should take two weeks to fix.
[Asus  Eee Pad Transformer Prime] nyijedi:
Asus' website still can't find any record of my RMA, however, I just got an email from them saying they shipped my Prime back today. I'm quite impressed with the turnaround (they received it last Friday). Now it's just a matter of whether they actually fixed my problem (LCD mura) without introducing 10 new problems.
[Asus  Eee Pad Transformer Prime] junrider:
My second RMA has been stuck on CID (customer induced damage) which I am pissed about. Its been there on that status for 2 days, Support was no help they told me to wait for an E-mail or phone call from the repair center. Im going to give them a piece of my mind of why it is CID. This is a BCOK for a charging problem and I put a side note that I told them to fix the GPS and the weak wifi since I bought before the GPS statement on the last RMA and their repairs only fixed the LCD problem. I also put I was dissappointed in having to send one of the first batch of tablets made for a second RMA and prefer they give me a newer batch.
[Asus  Eee Pad Transformer Prime] cbmech:
I feel your pain. I'm waiting on responses from FEDEX and the service center. I sent mine for a screen repair, got it back on a crushed box. It looks like the delivery guy place the box on the bottom of the rolling door on the back of the fedex truck and slammed it down as hard as possible. I had the screen shattered and the corner of the tablet bent like a taco. I just smiled and shook my head in disbelief when I opened the box.

The whole thing could have been prevented if they would have packaged the tablet correctly. The service center used the flimsiest box with the most useless spongy material. They just do not give a s***t about doing things right. Horrible, Horrible service.

Good luck to you, I hope you have a better experience.
[Asus  Eee Pad Transformer Prime] ace2die:
I have always been impressed with ASUS customer service. I now wonder if I have been lucky
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
I've never had any other customer service try and get off the phone with me before. It was weird. She told me to do a system restore, after a minute she asked me if I would just call back when I was done. It takes like two minutes to do a restore, I wasn't risking getting stuck on hold or something. She didn't really seem to mind when I said no at least.

But yeah, we are officially past the two week mark since they received mine for broken rear camera. Just checked the status, still waiting on those parts. :rolleyes:
[Asus  Eee Pad Transformer Prime] erick0423:
I got same issue with back camera but I don't wanna deal with Asus. I have squaretrade warranty got my tablet after 1 week.
[Asus  Eee Pad Transformer Prime] junrider:
I had the same experience. I was telling the support representative, my tablet status was on repairing Monday afternoon, then monday night it was switched to CID. I told the rep i called once before and was told to wait for the technicians to give me a call on the CID or an E-mail, after 4 days of nothing I call support again and said how in the world can the status be repairing in the afternoon and then be at a CID status at night, isnt it the other way around? Anyways I was put on hold and then I was told he has a problem with his system and had to do a restart. I was like ok just connect me to a different rep. He just said for me call back and another rep will take care of me, Im like so I have to tell the other person everything all over again..... NO choice and I called back. The new representative told me that the status had changed to back to repairing was it was Asus is giving me a one time free repair for CID. Im calling bull$hi+, since I know it wasnt CID and in 2 hours after talking to the last rep I get an e-mail of a fedex shipment tracking number for the tablet. Makes me worry if I have another problem and have to RMA is back for a 3rd time.
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
Yeah, mine broke months ago and I was just putting it off cause I didn't want to deal with this exact situation of their service being slow and terrible. I want to call and complain, but I don't know what I'd even say other than "you guys suck, when am I getting my tablet back?" which I imagine would do no good.

EDIT: Gave them a call to complain. Guy said he'd put in a request for updates or something so I should hear back in the next 48 hours what's going on. I'm sure I won't. But, whatever. I'll just keep calling every 48 hours until it is marked as shipped or in my hands.
[Asus  Eee Pad Transformer Prime] sharkfinmoy:
Argh !! Sorry you have been waiting for parts. I have to send mine back a second time for broken rear camera. Been there already.. done that in April got back in May... also waited for parts.

there is something seriously wrong with the camera hardware they are using or the workmanship installing it.. I am not happy about sending it in again. I hardly use it and I have not dropped it. and they want me to pay for shipping to the Service Center. GRRRRRR.
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
Yeah, this is garbage. I'm hoping Best Buy will take it back and give me a store credit whenever ASUS decides to return it. I'll be jumping ship to another company I think.

Status is still "waiting for parts" and it's been 48 hours since I called and complained and was told I would hear from them in 24-48 hours. Haven't heard from them, not shockingly. Just called back to complain again, lady on the phone said there were no updates, so she was going to put in for another 24-48 hour contact for updated information. Amazing service. If I get to the three week mark with my RMA waiting for parts, I'm going to rage hard.

Haven't looked into other Tegra 3 tablets, but I hope there are some good alternatives out there...
[Asus  Eee Pad Transformer Prime] texstar:
This may be something of interest or worth checking out if you have had multiple problems with your Transformer Prime. I don't know anything about this law firm but googling shows they appear to be held in high regard.

http://www.computerlemonlaw.com/rights.html
[Asus  Eee Pad Transformer Prime] Jonphinguyen7:
Last Resort lol. But desperate times call for equal measures.
[Asus  Eee Pad Transformer Prime] nyijedi:
Well, I got my Prime back today. It only took a total turnaround of 9 days, which was quite impressive. It looks like they replaced the LCD on my unit, and it looks great. No other problems either. Well, other than the onlaught of ANRs I got when reinstalling my apps. I almost forgot how crappy this thing actually ran.
[Asus  Eee Pad Transformer Prime] GS_Dan:
Weird how they replace an entire screen within a week and yet they end up waiting for camera parts for 2 weeks.
[Asus  Eee Pad Transformer Prime] nyijedi:
I'm guessing it all comes down to them simply not keeping stock of the cameras, and having tons of LCDs on hand. Not quite sure why, but that has to be the reason. Sorry you're getting screwed.
[Asus  Eee Pad Transformer Prime] nyijedi:
Holy f'ing ****. I spoke too soon. My Prime was a 64 GB version, and I'm just now noticing that I got back a 32 GB version. You've got to be kidding me. Initially it looked like I got my identical Prime back with a new screen, as I recognize a few scratches on the back, but I guess they just slapped my scratched back onto another Prime. I'm fuming right now. Asus absolutely sucks total ass. Worst. Company. EVER.

EDIT: I'm not quite sure what these morons did, as my serial # is still the same. I knew this all appeared to have went uncharacteristically smooth for this bumbling company.
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
Lol. No way. You have to share how that phone call goes. That is insane.

As for me, they called me back today. Not sure what the point was, pretty much told me they'd contact me soon with an ETA.
[Asus  Eee Pad Transformer Prime] kokopuphz:
Wow, that is horrible! So it appears they've replaced the motherboard as well.. unless they're using some new technology we don't know about where pixels on your LCD screen can also be used as internal storage!
[Asus  Eee Pad Transformer Prime] nyijedi:
The phone call was actually pretty painless. The guy was basically a robot, and didn't act surprised or empathetic at all, but he quickly issued me another RMA and a "courtesy shipping label" so that I wouldn't have to pay for shipping (as if asking me to pay for shipping after this would be acceptable on any level).

I just can't get over how terrible Asus is in so many areas. It's unreal. As can be seen from my previous post, I finally gave them some credit for what initially appeared to be a job well done - boy do I feel stupid for that.

I'm going to ship my Prime back again today or tomorrow. Let's see what I get back next time. Maybe they're out of 64GB models so they'll send me two 32GB models. That seems like something these morons would do.

EDIT: Has anyone tried inquiring about advance replacement to Asus? I'm assuming they don't do it under any circumstances?
[Asus  Eee Pad Transformer Prime] NeoMagus:
If I was in your situation, I'd just box it up and try to exchange it at a Best Buy. Say it was given as a gift. Who knows you might get lucky, already been reports in the other thread of people exchanging without receipt. At least then you could get something else that hasn't gone thru RMA hell
[Asus  Eee Pad Transformer Prime] nyijedi:
Hmmm. I'd be shocked if they exchanged it out of the shrink wrap without a receipt (those other guys got very lucky).

I remember Asus was actually "buying back" Primes from early purchasers after the whole GPS fiasco. Any chance they're still doing this? I bought my Prime at the end of December and my box does include GPS as a feature. Wish I would have taken them up on this offer back then...
[Asus  Eee Pad Transformer Prime] nyijedi:
The more I think about all of this, the more pissed I'm getting, so I called Asus to inquire about some type of advance RMA. I spoke with a supervisor and they don't offer it. So I brought up the GPS issue (I bought my unit in December and GPS is listed on the box), and said that there have been reports of Asus refunding people for their devices because of this. Not surprisingly he hadn't heard of it, but he told me he was escalating it to their main office, and I would get an email back within 24-48 hours.

So what are the chances I actually hear back?
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
Every day I see this as my status, my anger grows:

Didn't hear anything today either about the ETA I was told I'd be getting on the phone yesterday. The guy didn't give me a timeline though, which is pretty funny. Just said they'd be getting me an ETA, no ETA on that ETA.
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
Seems to be a 10% chance based on postings
[Asus  Eee Pad Transformer Prime] bnorontako:
my situation is worse

i sent my prime to RMA europe (Brno) 2012/06/18 they received at 2012/06/21 but until now (1 august) my situation still waiting spare parts, i try countless time to call asus they just said i must waiting and they didn't know when my spare parts will be arrived, i dont know what to do next my prime prolem just draining battery, but they said it's connect dock and camera, i just feeling angry :crying:
[Asus  Eee Pad Transformer Prime] nyijedi:
These stories about Asus holding people's devices for weeks and months make me sick. It's not right. I'm somewhat expecting this to happen to me, as I assume they don't stock many 64 GB units. I really don't want to get involved, but if they pull this crap on me (i.e., holding my device ransom), I may consider filing a lawsuit.
[Asus  Eee Pad Transformer Prime] hero_of_the_day:
It's been four days since I was told I would be receiving an update on status within 48 hours, 48 hours since I called back and was told the same thing again, and just under 48 hours since I was called and told I'd be getting an ETA. Still waiting on parts. I'm going for a nice run, and I'll check my status after and see if by some miracle things have changed. If not, it's time to stop being so nice on the phone, and start getting real.

This is absolutely insane and unacceptable for them to have it sitting there for 19 days.
[Asus  Eee Pad Transformer Prime] emptyshell:
What's funny... well not funny... but those that have been in the PC overclocking game for a while have been dealing with terrible ASUS RMA support for 10 years. Now the rest of the world get's to experience it. I waited over 2 months for a Maximus Gene RMA and I received the exact same board back and it was still broken... yet I still buy ASUS boards and products lol.
[Asus  Eee Pad Transformer Prime] GS_Dan:
Mine's finally listed as being repaired! :D