yashsingh1/xdaforums huggingface dataset:
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
I called support twice yesterday about the unlock tool not working, but they just gave me the run-around, Asus doesn't support the unlock tool, just talking with them on the phone removes my warranty, act like I'm stupid, etc.

I just wish I could install CM10 and be done with it, I do not understand why Asus doesn't care because they have always been great with me on all of their computer products. :(

This was supposed to be a top-tier tablet, and I can't even flash a rom unlike every single other android device I own. It's very disappointing and I would have never believed Asus to be so developer unfriendly.
[Asus  Eee Pad Transformer Prime] nhshah7:
OH NOOOOOOOOOOOOOOO!!!!! :(

thanks for all your hard work though. best of luck with the infinity!

as much as i love my prime, this is depressing. I think we just need to try now to either get a prime to RMA for the supposed fix, or to make this another publicity nightmare for Asus through some major channels.
[Asus  Eee Pad Transformer Prime] dude2k5:
I'll try to help you guys still, since I was the one who had any luck/contact with Asus, but Mason is gone. I have Tien's email and I told him about this thread, so I'll let you know if he emails me back. I just got tired of Asus not caring about the Prime anymore basically. I don't know if I'll have luck with Tien, but it's worth a shot. Sorry again guys....good luck, I'll keep you updated.
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
Could you send me Tien's email via PM by chance? Unless he has asked you not to share it.

I guess we all need to click "Newsworthy thread" :D
[Asus  Eee Pad Transformer Prime] nhshah7:
yes, do click newsworthy thread! i'll shoot a message to poor college guy to see if he can feature this as well.

PM sent with tien's email
[Asus  Eee Pad Transformer Prime] beckzz:
Thx a lot dude, you helped us more than everybody else, so nobodys gonna hate you for buying a infinity ;)

I`m just frustrated too about asus and a "not existing" support. I think always when im calling german asus support, i get someone in a indian callcenter or something...at least the guy sounds like the indian guy from "party animals" and im asking myself "wtf" how is this guy supposed to help me?!

Damn it...love the pad...but love custom roms even more...what do you say: sell it, get an infinity (maybe with a similar problem?!) Or rma it?
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
I think I'm about to sell it and buy another prime that can be unlocked! lol The price difference of a used prime vs infinity isn't worth it to me.
[Asus  Eee Pad Transformer Prime] arby80:
Yeah, I contacted support via email and told Asus that they had a fix for this and quoted this thread. They told me to fill out an RMA form last Tuesday, and I have not heard back after filling it out.

Oh well at least I have my Nexus 7 with the defective screen. Maybe someday I will have a reason to use the Prime again. On the plus side it did last for over 2 weeks on one charge with no use and no apps installed, that was pretty amazing.
[Asus  Eee Pad Transformer Prime] beckzz:
Jep, Battery life is awesome.. Due to the large battery, ^^

Stockrom itself sucks... Tried many version..... 21,. 28 de/ww sku... Bad performance at all. Never saw a good and stable Stockrom on any Android Device....
[Asus  Eee Pad Transformer Prime] PoorCollegeGuy:
Hey guys, I'll see what I can do about making this more public :)
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
Thank you, we really appreciate your help!
[Asus  Eee Pad Transformer Prime] Asus_USA:
I cannot speak for other countries or regions, but if you are located in the US or Canada, our facilities do have a fix for the unlock error. However, as Mason said, it does require that you send it in for RMA.

The call center and technical support might not be aware, but our technicians already know the procedure on how to fix it. I apologize to all of those who have tried to get an RMA for this through the call center. They are instructed not to assist with issues regarding unlocking device - as we all are. However, we understand that this is a special issue, and have set-up a repair process for the affected tablets.

I apologize for the wait and would like to thank those who were patient while we got to the bottom of the issue, and devised a fix for it. If you are having a hard time with getting an RMA from the call center, please shoot me an e-mail to this inbox: cl-tien@asus.com and I will be happy to help arrange the RMA for you. Again, I can only assist those located in the US and Canada.

Tien
[Asus  Eee Pad Transformer Prime] dude2k5:
Sorry guys, that's all I can do. Hopefully Tien will take care of you now. Good luck.
[Asus  Eee Pad Transformer Prime] arby80:
Thank you for the help creating the RMA number Tien, paid shipping was a nice bonus! Hopefully all goes well from here.
[Asus  Eee Pad Transformer Prime] mibrymb:
I wish that Asus Australia was so helpfull.....
[Asus  Eee Pad Transformer Prime] tsmt971@yahoo:
Anyone from Australia has successfully unlocked your Transformer PRIME?
[Asus  Eee Pad Transformer Prime] PoorCollegeGuy:
I'd keep my eye on the front page around 5-5:15pm eastern standard time :)
[Asus  Eee Pad Transformer Prime] wargear:
hope springs eternal...

AI agree its a client server s/n issue Asus should be able to fix without rma I did the downgrade/upgrade thing to no avail even got Asus to respond to email... wasn't there a post that mentioned Asus was going to release a working unlock app and fix s/n issue a while back? Devicetracker still refuses my s/n so its not fixed yet. Have rooted and tweaked as far as possible need a recovery to do more...
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
If anyone was considering doing an RMA, now would be the time in my opinion.

I sent an email over to Tien and he has been extremely helpful. He set up the RMA for me, but not only that, as they fix the unlock error they are going to attempt to fix (again) some of the issues I have been having (wifi, wifi/bt, gps). I feel like an RMA through Tien may help actually getting these problems resolved instead of your standard RMA, as he can help make clear what the problems are.
[Asus  Eee Pad Transformer Prime] cdunford:
I plan on doing an RMA at the beginning of October. I need to keep the tablet until then as I'll be travelling. Has anyone sent theirs off yet? If so, let us know if the problem is resolved.
[Asus  Eee Pad Transformer Prime] Flip35:
well i guess i am not the only one, i just got my tablet back from RMA and sure enough, same issue, cannot unlock my bootloader and i get the same message, i had to pay for mines the first time around to get fix since they discovered that my bootloader was unlock and found a recovdery. but it didnt matter i love my prime too much to let go so i paid to get fix when i received it again, i couldnt even connect to my pc, none of my computers were able to detect that my tablet was even connected, so the second time around they fixed it at their expense but now after months of hoping to get my tablet back because i was missing it, i was dying to start my journey towards flashing again, lol well i got root succesfully but thats it, so i thank you op for what you have done, since is obvious is a known issue and i see we can contact someone to start an RMA, ill have to wait since i have already put out a lot of money towards my tablet my wife is not too happy about that so ill have to wait for a few so i can then bring the news to her again. lol
[Asus  Eee Pad Transformer Prime] chockchip:
OK i would report mine since after i got back from RMA after three weeks there and it become locked status. First i didnt know until i found this thread and i think they have changed something inside my tablet as i check the SN on "About tablet" and sticker pasted outside, they are totally different number.

My situation is like this,

- Unlocked,

- Sent back to RMA as my touch panel got popped up at the side and the power button could not awake my prime. (I been using the keyboard dock)

- After 3 weeks, got back and it became LOCKED and cant unlocked any more.

- Checked SN and it different.

So i think this is the problem. So i believe there is no way i can unlock my tablet anymore.
[Asus  Eee Pad Transformer Prime] nhshah7:
You could look into fixing your SN with the rachet tool but if you already RMAed then it probably won't unlock anyways.
[Asus  Eee Pad Transformer Prime] arby80:
We shal see how it goes. They have mine now.

Welcome to the Global Repair Status Inquiry System

Customer Type

End-User

Bradley ********

•

o	ASUS After-sale Repair Status Route is as below:

Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished

•

•	Phone No.

•

•	RMA No.

USG7293044

•

•	RMA no. request date

2012/09/10

•	Complete Items

•	Incomplete Items

Item	Serial No	Receive date	Completion date	Tracking No.	Forwarder	Memo

Item	Serial No	Repair Status	Receive date	Estimated Complete Date	Memo

1	BCO*****1322	Repairing	2012/09/17
[Asus  Eee Pad Transformer Prime] nhshah7:
fingers crossed that it works! Thinking of sending mine in this week too...
[Asus  Eee Pad Transformer Prime] arby80:
This could be bad the status changed today. Hopefully I will not have to get Tien involved again. I'll give it to the end of the week to see if this clears up.

Item Serial No Repair Status Receive date Estimated Complete Date Memo

1 BCO*****1322 Waiting-[WB3] Wait for internal Advice 2012/09/17
[Asus  Eee Pad Transformer Prime] nhshah7:
hahahah that's not good! they must have tried to run the unlock tool in house and it failed again lol
[Asus  Eee Pad Transformer Prime] Flip35:
Keep us posted arby, did u have to pay to send it in? Being that its a bootloader issue.
[Asus  Eee Pad Transformer Prime] arby80:
No I did not pay anything. Tien said something that has me a little worried, but also said it should be normal and everything is on a case by case basis. He said that they would only fix it if there was a previous rma that modified or replaced the motherboard which should be the only way the problem happens. But my previous paid rma was only to replace the lcd and cover. So unless they were screwing with the motherboard for the hell of It I am not sure. I am giving it 50:50 they fix it.
[Asus  Eee Pad Transformer Prime] Flip35:
wow I hope they do, I guess they most of mess with the motherboard on mines cuz they discovered that I had a recovery being I was always rebooting to recovery n I couldn't fix since my computers wouldn't recognized it, how did u get a hold of tien? I emailed him a few days ago but haven't heard from him
[Asus  Eee Pad Transformer Prime] arby80:
I emailed him, that is weird you haven't heard back because he even replied to my question today very quickly. (cl-tien@asus.com)
[Asus  Eee Pad Transformer Prime] richardmlea:
Mine was RMA'ed because of a cracked screen, When it was returned the repair note said the motherboard was also replaced. I then returned it a second time because it was not assembled properly. I have now found I cant unlock it so it needs to go for a third trip to ASUS before I can unlock and never have to deal with ASUS service again!

I am thinking they are changing the motherboard because the replacement touchscreens they have in stock have flipped axis's. So they need to be matched to the correct motherboard type (revision) to work correctly. The flipped axis problem is being experienced by people attempting DIY fixes by buying touchscreens from china.
[Asus  Eee Pad Transformer Prime] nhshah7:
any updates??
[Asus  Eee Pad Transformer Prime] arby80:
Not a word.
[Asus  Eee Pad Transformer Prime] arby80:
I just got this email, who could have saw this coming. God I hate Asus, I am never making the mistake of purchasing an Asus product again.

"From: "Frank_Cruz@asus.com" <Frank_Cruz@asus.com>

To: ***

Sent: Monday, September 24, 2012 6:27 PM

Subject: ASUS Service No=2061510; Rma No=USG7293044

Dear Valued Customer,

This notice is to provide you with an update for your ASUS Eee Pad sent in for service under RMA # USG7293044.

Test Results: ASUS does not support issue unit was sent in for. The unit will be sent back as NTF (no trouble found). Please respond to this email if there are any questions or concerns.

http://support.asus.com/Download.as...ck_Device_App_V6.apk#UnLock_Device_App_V6.apk

Best Regards,

Frank C.

ASUS Product Support

Toll Free: (888) 678-3688

Essentio Desktop: (877) 339-2787

Business Hours: 24/7

http://usa.asus.com :: http://service.asus.com/"

I forwarded this on to Tien to see if he can help but I do not expect much in the way of helping us.

---------- Post added at 01:26 AM ---------- Previous post was at 01:24 AM ----------

Well here is my response to "Frank" lets see how this goes, and how long it takes for him to tell me to go to hell.

"Frank,

I was told by 2 members of Asus that there was a fix to this problem. You have provided me a link to an app that does not work because the motherboard on my tablet was changed, it simply states that the connection to the server was rejected. I sent it in because I was told that there is a fix for this issue and that this is a special circumstance, is that not true?

I am extremely frustrated that you are not supporting your product. I realize that I voided my warranty when I installed the unlock tool, but I do not know that that has any issue with the problem. And the reason that it will not work is because of something that you did to my tablet.

The Transformer Prime is of virtually no use to me running the stock software as it is slow and buggy and I have purchased an Asus Nexus 7 which is much much faster. It is much faster running custom Roms. If the Transformer Prime is returned to me defective, the only hope I have is that I can return it to Best Buy as it is shown that they are taking responsibility for the numerous defects that the Transformer Prime was released with and offering refunds or upgrades to the Transformer Prime."

---------- Post added at 01:32 AM ---------- Previous post was at 01:26 AM ----------

I would say our only hope is if everyone on here floods this guy with emails stating our disatisfaction.
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
I also got the exact same email, I'm very disappointed. I'm told the unlock issue CAN be fixed so I send the tablet in AGAIN, they have had my tablet now for over a week, and then they tell me it CAN'T be fixed:
[Asus  Eee Pad Transformer Prime] Flip35:
Dam that sucks, i just sent mines in also with the help of tien, i guess i would be getting the same email
[Asus  Eee Pad Transformer Prime] whycali:
This is the one complaint threat that absolutely should draw ire from every owner of this product. If in fact the quality control is bullcrap and the software is horrific, everybody else can unlock and fix it until it is damn near perfect (I have), this is outrageous. everybody in this thread should at least RMA that lump of poo until at least the wifi and gps works perfectly. At that point at least there is a chance somewhere down the road they make it mediocre with the stock Jellybean. In General for everybody else I would say you should have sent it back or you should unlock and improve the software. I took mine apart and fixed the Backplate induced hardware issues. When I read that they wont fix your issues that they induced via reckless rma its infuriating. Like I said though, you all have warranty left rma till the gps and wifi are perfect, who knows they might accidentally fix your unlock issue while its there.
[Asus  Eee Pad Transformer Prime] arby80:
Yeah, it is extremely frustrating dealing with Asus. Here is Tiens latest response to me, at least he responds quickly and at least tries. But it is utter crap that he says the RMA had nothing to do with my Prime not being unlocked since it was unlocked and running AOKP well which had all of the flaws worked out. Then they return it to me unable to be unlocked and say they had nothing to do with it and will not support it. That along with the other posts that they always replace the mother board when they replace the touch screen because of the flipped axis. But the real problem is most likely they are just to lazy and do not care enough about us to update a database.

"Hi Brad,

It appears as if the fix that we have for the units having issues unlocking will not work for your unit. The issue with the unlocking is due to an RMA mistake. It happens when a tablet comes in for a previous RMA and the motherboard was replaced and s/n information was not properly programmed back into the device. I checked your device history and it looks like your tablet has been in for a previous RMA before but it doesn't look like your motherboard was ever replaced.

We can only provide the fix to those units affected due to the mistake of the previous RMA. Since, your motherboard was never replaced, they cannot fix it for you. Your tablet also shows that it is unlocked already. That would also void the warranty.

I am not sure why your tablet was having issues unlocking, but I am 100% sure that the previous RMA is not the reason. Only your display was replaced. Unlocking issues are generally not support through warranty, but we provided the techs with the fix due to a mistake on their end when replacing the MBs.

Sorry for such a long explanation. I apologize for any inconvenience this might have caused, but it doesn't seem like they'll be able to fix it for you.

Tien "
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
It'll be interesting what he says to me. I have never unlocked my device, and have only sent it in for 1 other rma, to fix bt/wifi issues etc. It doesn't appear my motherboard was ever replaced, yet I still cannot unlock.
[Asus  Eee Pad Transformer Prime] whycali:
Sounds like a load of crap Brad. He says in paragraph 2 that your device shows as unlocked. He basically says in paragraph 3 that they dont know why its not unlocked anymore. Through the entire process of unlocking they tell you that there is no going back. Did you pay for the rma they did? why not if they knew it was unlocked? Just an entire pile of bullcrap.
[Asus  Eee Pad Transformer Prime] arby80:
Yeah I paid $300 pisses me off.
[Asus  Eee Pad Transformer Prime] whycali:
300 for the repairs?
[Asus  Eee Pad Transformer Prime] arby80:
Cost of repairs (all amounts are USD) – enter amounts on credit card form:

Parts - $220.00 (LCD-$143 + LCD Cover-$77)

Labor - $65.00
[Asus  Eee Pad Transformer Prime] nhshah7:
This is sad news :(. Hopefully some of us can still unlock. I sent my wire in to be replaced so i might send my prime in once that comes back.

I think the next steps will be to determine before an RMA if Tien can let us know if the fix will actually work on a case by case basis.

For people unable to unlock still, I think we should push asus to modify their requirements or the unlock tool app to try to accommodate this stupidity. I was hoping our work here was done, but looks like we'll still have to keep pushing :(
[Asus  Eee Pad Transformer Prime] arby80:
I appreciate that Tien is trying his hardest to help us. And also updating us on what is going on. Whether the rest of Asus does the same we can only pray.

"I've been working with the facility for most of the morning trying to sort out which units can be fixed and which ones can't. The few units that were never sent in for RMAs have been dissmissed, but I am going to see if I can get them to test the programmed information in your MB. The MB was never replaced but maybe something was reprogrammed. Let's cross our fingers.

Tien "
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
Tien has also given me a response,

"Hi,

Please disregard that message. I contacted them and took care of it. They were not aware that your MB had been replaced from a previous RMA, and thought you were just having issues unlocking (which we don't support). Your repair will go on as normal. Please let me know if they contact you again.

Tien"

Slightly confusing, as I didn't know my motherboard had been replaced in the previous RMA, but I guess it was. Also the "thought you were just having issues unlocking (which we don't support)" is slightly confusing, because that's what my tablet is in RMA for... But I assume he meant they don't support issues unlocking, unless the motherboard has been replaced by RMA.
[Asus  Eee Pad Transformer Prime] Asus_USA:
Sorry for the confusion. Yes, that is exactly what I meant.

As long as the user is aware of the risks, dangers, and warranty implications of unlocking, they are free to do so - it's their tablet. Although we allow it, we don't necessarily support it. Once unlocked, we can no longer provide support, at all. The disclaimer is there for a reason.

However, there were units that were unable to unlock, to no fault of the user, but due to an RMA. Those special cases, we have taken into consideration and are trying to fix. We are looking into each tablet's history to see what the previous RMA(s) entailed. I have had people contact me with issues unlocking even though they had never sent it in. I'm sorry, there really isn't anything I can do in that case.

Tien
[Asus  Eee Pad Transformer Prime] Yuhfhrh:
We do appreciate your help Tien, thanks :)
[Asus  Eee Pad Transformer Prime] nhshah7:
Tien, thank you so much for all your help! Is there any way you could look into whether or not an RMA will correct this before the user sends it in? This can minimize the number of people sending in units that can't be repaired, but I understand it may become time consuming for you.

Also, is there any way even remotely possible that this fix can be applied at home? Many users have root access and this allows them to change many system settings (ie the build prop). I am not sure if this is possible but just throwing out ideas that can hopefully benefit everyone.

Thanks again for all your help!
[Asus  Eee Pad Transformer Prime] Asus_USA:
Unfortunately, the fix can only be done via an RMA to the Texas facility or to one of our Canadian ones. As of now, we do have quite a few units sent in, but none have been completed and sent back to the customer yet.

My personal advice if you are planning on sending it in? For now, wait to see if the first few units received back can be unlocked. I don't want to sound like such a skeptic since I am advocating the fix publicly, but I do want to provide everyone with some sort of piece of mind that it can be fixed via an RMA.

There is a certain procedure that a unit has to go through when having the MB replaced, and the units affected missed a step of the programming, thus rendering them unable to unlock. That is what we were able to figure out after gathering data and serial #s of those affected.

If you would like to send it in, by all means, please do. If you have any questions, please contact me. If you cannot unlock and is wondering if your MB had ever been replaced via an RMA, please e-mail me at cl-tien@asus.com. I can check your device history. If you can unlock fine, please do not contact me to see if your MB has ever been replaced; your tablet is fine if that is the case!

Tien