Asus - Nexus 7 Continuous Fault

hellyl

Hello All

First of all I would like to say Hello, and I hope you bare with me and what is going to be a long post/story.

Second, I am at the end of my tether so really don't know where to turn, so hopefully someone reading this has a little idea where to go to next.

We bought a Nexus 7 32gb tablet from HMV on 20 December 2012. Obviously after Xmas HMV went "bust" and wouldn't accept any returns back bought before Jan 2013.

In Feb 2013 it developed a touch screen fault, so I contacted Asus customer service centre who were very helpful when I explained the HMV issues, and arranged my RMA number and sorted out collection etc for it to be shipped to the Netherlands to be repaired, 3 weeks later it was shipped back with a repair report stating the parts that were replaced. All seemed to be working ok for a while. Then in March 2013 it developed a boot up fault where it was stuck in the boot up screen and no matter what I did it wouldn't boot up. Asus contacted again and and they arrange for it to be collected/repaired in the Netherlands again. 2-3 weeks later it returns, working with the repair report stating, no fault found - apparently they couldn't replicate the fault I was experiencing.

June 2013 I had the same issue, stuck in the boot up X screen, so contacted Asus, who arranged for it to be picked up and this time sent to a service centre in the UK, and I was told that as this was the 3rd repair this would be the final time, and any further repair would result in a replacement. It took longer in the UK service centre than the Netherlands one typically! It came back repaired and with a service report stating which parts had been replaced.

Now present day, its gone wrong again, same issue. I contact Asus yesterday, who said on the phone that as its the 4th time then someone would call me. Sooo, you all with me? Not fallen asleep or anything :rotfl:Today I receive an email stating that yes its fustrating for it to have gone wrong 3 times, but as hardware was only replaced twice then they advise me to try to have it repaired again. I ring them up and I have to admit to getting very fustrated with him on the phone as, I asked about what if I didn't want to try and get it fixed, but apparently there are 2 options, get it fixed or dont! I stated the previous repair call about 3rd final time, but he said it was beyond his control. Obviously this getting repaired again is going to push it to the end of its warranty, and any further faults will be out of its warranty period. So far I havn't accepted the repair, I wanted a few days to get my head around any other options etc. I did ask for an address so I could write down my complaints, but have yet to write that.

The Nexus was paid with debit not credit card

I really don't know what to do for the best.

Thanx in advance anyone that has got this far, I hope it isn't too confusing and I have explained it all, but I can try and add more details if that will help

Helen x

hellyl

anybody any ideas, with regards to warranties? and how many times is actually ok to repair before replacement?

many thanx

wealdroam

hellyl wrote: »

anybody any ideas, with regards to warranties? and how many times is actually ok to repair before replacement?

many thanx

As warranties are in addition to your statutory rights, that question can only be answered by checking the warranty t&cs or if unspecified, by negotiation with the manufacturer.

It looks like the manufacturer's warranty is your only hope, so best not to upset them too much.

hellyl

wealdroam wrote: »

As warranties are in addition to your statutory rights, that question can only be answered by checking the warranty t&cs or if unspecified, by negotiation with the manufacturer.

It looks like the manufacturer's warranty is your only hope, so best not to upset them too much.

so does that mean my statutory rights are worth less than their warranty? and so in essence in their warranty card included with my Nexus, states no amounts of repair times, they can make it up as they go along?

thanx for replying

visidigi

Depends what you claim under, to be honest, they are right, they couldn't replicate the issue, so if they can't they do have grounds to say that wasn't actually a repair.

At best you are going to have the device replaced, which will come with no new warranty, it will come with the warranty duration of the first device.

So if you have it repaired again or replaced isn't going to change what you get.

I personally would send it in again, if repair isn't economical they'll replace.