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Asus RMA Nightmare
theonenonly
Posts: 146 Forumite
in Techie Stuff
Help the little guy out! I'm at the end of my wits with these guys 
Short version; Asus/ Triage (the repair centre whom I have to contact myself according to Asus) claiming no fault found on my Nexus 7 2012, despite light bleed. Told somebody would get back to, it's been 4 days. Called asus twice today, once told I would definitely get called back. Called up again before closing, was told I would not get a call back today, could not give me a time, and hung up on me. Was not able to ring back. Warranty runs out next week, worried about receiving UNrepaired unit, similar to thousands of other customers
Long version;
On Monday 4 November I was issued an RMA for Nexus 7 2012 32GB, after speaking to Level 1 team Customer Service representative Brian. The RMA number was only issued to me after sending in photographic evidence of the fault (light bleed) however an email by Maureen from the technical department was unable to determine if the device was on. Subsequently I received an email stating to take pictures with the device on. After contacting the CS on the phone to clear up the confusion, I was told that I would receive an RMA number and instructions on postage.
The following day (Tuesday 5 November) UPS picked up the package. On Wednesday, after using UPS tracking service, I was able to determine that the package had been delivered, however the Asus RMA Status checker noted that the device had not been received. After contacting Asus and speaking to Ray, he explained to me that I must get in touch with Triage services myself, the 3rd party whom carry out the repairs. Quite surprised that I had to do the leg work myself, I got in touch with Triage and was told that hey had received the device and the Asus RMA status checker did not get updated.
On Thursday, having checked the Asus RMA status checker, it said the device was *Out of warranty/ Customer Induced Damage*. Surprised at how the technician came to the conclusion that light bleed occurred do to customer induced damage, as well as being out of warranty despite purchasing the device on 27 November 2012 and having emailed Asus with proof of purchase with the images of the defect, as well as providing a copy of the receipt in the parcel which arrived at the repair centre as per the instructions from Asus, I called Triage again. Triage notified me that they need proof of purchase, despite providing Asus an email copy and Triage a photocopy, their response was; "the engineer may have not seen the receipt, please email it to us again as Asus will not email us the details".
The following Monday, contacted Triage again, to find out if they had received the email with proof of purchase. I was told they had received it, and the device would be seen by the senior engineer by the next day. Called on Wednesday (13 November) for an update, was told would get a call back within the day. No such call. Called the next day, got told the same thing, no such call. Called up on Friday evening, only to be told that the engineer had looked at the device, and that no fault was found whilst the device is fully charged, and light bleed only occurs when the device is low on power. Getting nowhere with Triage, I phoned Asus and spoke to a person called James, whom told me the issue would be escalated to the 2nd level after telling him the details of my case.
Monday 18th November, received an email from Kiona Aalderink; The email read stated (paraphrased) that Asus will get in contact with the repair centre on my behalf, and once a response is received I would be notified.
Wednesday 20 November (present day)- Rang Asus for an update- Spoke to Patrick at around 2.45 pm, was told I would definitely get a call back from Kiona before the end of the day.
4.50pm, Ring Asus and speak to Muhammad, whom I inform Kionna has not gotten back to me. He tells me I have been given the wrong information by James, Patrick and Ray and I would not get a call back today. Rather, I should wait, giving me an approximate time until tomorrow. After asking to speak to someone senior several times and Muhammad refusing, he hangs up. Conveniently, it is past 5pm, when the Asus calls centre closes, and I was unable to call back.
Short version; Asus/ Triage (the repair centre whom I have to contact myself according to Asus) claiming no fault found on my Nexus 7 2012, despite light bleed. Told somebody would get back to, it's been 4 days. Called asus twice today, once told I would definitely get called back. Called up again before closing, was told I would not get a call back today, could not give me a time, and hung up on me. Was not able to ring back. Warranty runs out next week, worried about receiving UNrepaired unit, similar to thousands of other customers
Long version;
On Monday 4 November I was issued an RMA for Nexus 7 2012 32GB, after speaking to Level 1 team Customer Service representative Brian. The RMA number was only issued to me after sending in photographic evidence of the fault (light bleed) however an email by Maureen from the technical department was unable to determine if the device was on. Subsequently I received an email stating to take pictures with the device on. After contacting the CS on the phone to clear up the confusion, I was told that I would receive an RMA number and instructions on postage.
The following day (Tuesday 5 November) UPS picked up the package. On Wednesday, after using UPS tracking service, I was able to determine that the package had been delivered, however the Asus RMA Status checker noted that the device had not been received. After contacting Asus and speaking to Ray, he explained to me that I must get in touch with Triage services myself, the 3rd party whom carry out the repairs. Quite surprised that I had to do the leg work myself, I got in touch with Triage and was told that hey had received the device and the Asus RMA status checker did not get updated.
On Thursday, having checked the Asus RMA status checker, it said the device was *Out of warranty/ Customer Induced Damage*. Surprised at how the technician came to the conclusion that light bleed occurred do to customer induced damage, as well as being out of warranty despite purchasing the device on 27 November 2012 and having emailed Asus with proof of purchase with the images of the defect, as well as providing a copy of the receipt in the parcel which arrived at the repair centre as per the instructions from Asus, I called Triage again. Triage notified me that they need proof of purchase, despite providing Asus an email copy and Triage a photocopy, their response was; "the engineer may have not seen the receipt, please email it to us again as Asus will not email us the details".
The following Monday, contacted Triage again, to find out if they had received the email with proof of purchase. I was told they had received it, and the device would be seen by the senior engineer by the next day. Called on Wednesday (13 November) for an update, was told would get a call back within the day. No such call. Called the next day, got told the same thing, no such call. Called up on Friday evening, only to be told that the engineer had looked at the device, and that no fault was found whilst the device is fully charged, and light bleed only occurs when the device is low on power. Getting nowhere with Triage, I phoned Asus and spoke to a person called James, whom told me the issue would be escalated to the 2nd level after telling him the details of my case.
Monday 18th November, received an email from Kiona Aalderink; The email read stated (paraphrased) that Asus will get in contact with the repair centre on my behalf, and once a response is received I would be notified.
Wednesday 20 November (present day)- Rang Asus for an update- Spoke to Patrick at around 2.45 pm, was told I would definitely get a call back from Kiona before the end of the day.
4.50pm, Ring Asus and speak to Muhammad, whom I inform Kionna has not gotten back to me. He tells me I have been given the wrong information by James, Patrick and Ray and I would not get a call back today. Rather, I should wait, giving me an approximate time until tomorrow. After asking to speak to someone senior several times and Muhammad refusing, he hangs up. Conveniently, it is past 5pm, when the Asus calls centre closes, and I was unable to call back.
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Comments
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Do you have a question? Just sounds like bad customer service. You have (provided) evidence it was still in warranty when you sent it off so you should get a repaired unit or replacement, shouldn't you?
As for timescales... what can you do? You'll just have to be patient I guessFriendly greeting!0 -
danthemoneysavingman wrote: »Do you have a question? Just sounds like bad customer service. You have (provided) evidence it was still in warranty when you sent it off so you should get a repaired unit or replacement, shouldn't you?
As for timescales... what can you do? You'll just have to be patient I guess
I guess what I am concerned about the most is getting an unrepaired item back or worse, a damaged item (has been done by them before) and by then it will be out of warranty and I won't be able to do anything about it. Where will I stand then?0 -
As I said, it was within warranty when you sent it in so they're obliged to repair or replace. This is how warranties work, isn't it?Friendly greeting!0
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danthemoneysavingman wrote: »As I said, it was within warranty when you sent it in so they're obliged to repair or replace. This is how warranties work, isn't it?
Surely being the pessimist that I am, once I receive the item back then that RMA case is closed. Ringing up again and telling them that the device is still damaged will require a new RMA, past the warranty date, will Asus even see it like this or fob me off0 -
ASUS have a track record of appalling customer service. Check out their UK facebook page and post comments there. You can also phone their marketing department and complain... try 01442 202 718.
According to LinkedIn John Swatton runs the marketing department.0 -
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!0 -
theonenonly wrote: »Got an email last week after a very firm email, and got this;
"Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low. "
Surely that's a defect, poor quality control or something? A product that has a defect only when the battery is low, what kind of **** is that?
Bump? Can anyone help me with this, where do I stand?0 -
Nobody????0
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Customer induced damage v you saying its a warranty fault.
Suggest you get a qualified engineers report on the problem .0 -
Have you had any further feedback? The item is still in warranty and this should be effective from when you first sent in the unit, and not when they return it0
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