ASUS Wins Some More Affection from Me

My love for ASUS goes back to ancient times when I discovered their blazing-fast motherboards and other components. I’ve always had a great experience with their customer support, and never a complaint with their service department.

ASUS Transformer Pad Infinity TF700T

That’s why, when I recently began having hardware issues with my ASUS Transformer Pad Infinity, I didn’t hesitate to send the device back to for repairs. I used ASUS’ online RMA request system, was issued an RMA for repairs quickly, and shipped my device to Grapevine, Texas for the necessary fix.

I was even further thrilled when I received notification that the techs completed my repair in a day.

And that was where my elation with ASUS almost ended.

Upon delivery, I found my hardware issue got resolved, but I’d incurred a number of other issues, including damage to the casing of the tablet. You may recall seeing a picture of the damage in a recent Weekly News Round-up:

20121220_202651

Needless to say, I was not happy with the return of my device. My other issue ended up being a problem with the touchscreen, which basically rendered the tablet useless in one two-inch section on the left side of the tablet.

I contacted ASUS, and the polite support guru referred me on to the RMA process. “Oh no,” I thought, “not again.” I’d already had the tablet returned in worse condition than when it had departed my presence. I advised the associate of some of the remedies under the warranty, was placed on hold, I might have mentioned this blog, was placed on hold again, and eventually told to send pictures of the damage and return the tablet, at ASUS’ expense, to the warranty center.

Of course, some of the hoops were to thoroughly vet my sincerity, which I appreciate and understand.

I returned the tablet after Christmas, and today, received the device via FedEx.

Mrs. The Droid Lawyer watched as I unpacked and examined the tablet. Wouldn’t you know, I am pleasantly surprised with my “new” device. ASUS came through with stellar performance. Although the process took longer than I initially expected, I can’t complain with the end result.

In this ever-growing age of “customer no service,” ASUS’ dedication to customer satisfaction shined through. I will continue to recommend ASUS products, including the ASUS Transformer Pad Infinity and Nexus 7 tablets.

7 Responses to ASUS Wins Some More Affection from Me

  1. I have the ASUS Transformer Prime. I had an issue with dead pixels on the screen. I called ASUS and went through the RMA process. ASUS had my tablet repaired in one day. I was without my tablet for almost 2 weeks due to the holiday mail delay, but the issue was resolved. My screen looks perfect. Overall, I was satisfied with the way ASUS handled the repair and would recommend their products.

  2. Wait.
    I have to pay for shipping after dealing with their defective gear (only 3 months use) and they may honor the warranty “if” my tablet is in pristine condition!?

    No thank you. Setup an RMA today for Nexus7 screen after putting up with defective AC brick and btle problems. Just noticed that I have to pay/package this defect device and wait on their mercies to fix it.

    $229 was not such a good deal after all.
    Craigslist.
    $75 hit.
    LG G Pad on deck.

    My own esearch to fix their problem, begging phone rep to not resist me, package, pay to ship, wait a week or two just to get random item in return if they decide to honor…

    Hours of my time is worth much more than $75.
    Sorry but some of us have better things to do than waste life’s energy on: faulty hardware, bad warranty process, and most importantly feeling desperate for something we did not create.

    • Jonathan, that’s not my experience, though I was disappointed to begin. I’m not sure how your device wouldn’t be “pristine” if you’ve only had it 3 months. I think the RMA process only took me about 15 minutes to set up and about $14 to ship back. Obviously on my 2nd ship back they paid shipping both ways.

      The hardest part for me was finding a FedEx Office to send back the shipment. FedEx even had an awesome electronics shipping box for $5. So, for about $20 I got my device repaired and returned.

      I hope you get things worked out and can stick with the Nexus 7.

  3. Was your replacement unit new? They want to send me a buffer unit??? My tf700t was under it’s 3rd RMA when I received it back damaged. The casing had a dent on one corner, a scratch on the screen, and 2 deep scratches on the back. I’m not really happy with a refurbished unit. Ryan in Ca. with Asus tech support saying that’s all they can do for me. The unit doesn’t work right to begin with, I send it back 4 times, and now the only resolution is a buffer unit? That’s not my idea of good customer service.

    • My unit was new…or at least it looks new to me. I had similar issues that didn’t exist when I sent my tablet back to ASUS.

      You might push back a little harder. You might might check whether your state has consumer protection laws that will help. Of course, you should check with a lawyer about your legal rights.

  4. I have an Asus transformer that died when I plugged it in to charge. Called Asus to get a RMA# and sent the tablet to Grapevine Tx to be repaired. They received it on Dec 3rd, I was told turn around time is 3 to 5 working days. Here it is Dec 18, and when I check the status online or call in, I am told it is in repair process, and they will expedite my request. I have made over 45 phone calls and still no one at the call center can pick up the phone to call the repair center and get a real-time update. Nor can you speak to anyone in the company higher than a so called manager. I think when you ask to speak to a supervisor and then a manager, that they just hand your call of to whoever is sitting next to them. All I want is a simple update on when I can expect to get my tablet back. This will most likely be the last purchase I make from Asus.

Let's discuss this (you can use Markdown in your comment)

Jeff Taylor

I’m just an ordinary guy living an extraordinary life. I’m also an attorney and I blog about Android for lawyers. You can follow me on Twitter, LinkedIn, YouTube, or Google+.