A Positive Asus Service Experience

sparksd

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I recently had to RMA my TF700T to Asus for warranty repair. I was very concerned by the large number of negative reviews I had read regarding Asus repair services ? problems not being fixed, new problems introduced, damage induced during repair, etc. I was fortunate not to experience any of these so I felt that I should relate a positive experience.

I had a problem where a ?? strip in the middle of the display would not respond to touches which was then made worse by the ?phantom touch? issue occurring up and down that strip. Not a s/w problem, the digitizer was faulty (I did full resets, etc to see if there was a s/w problem). I?ve had the tablet for 11 months so it was still under the 1 year warranty. I contacted Asus and within 2 days I had an RMA number. I shipped it UPS 2-day delivery, insured, to the Texas facility. I got the tablet back via FedEx exactly two weeks later and after testing it out I?d have to say it?s in perfect condition ? the original problem was fixed and nothing new was introduced. They apparently did not touch the s/w or f/w as it was still at 4.2.1 and Developer Options was still enabled. For me at least, the repair process was a very positive experience. I'm not questioning the problems that others have related, just noting that not every experience with Asus service is negative.

Dave
 

AmericanPride

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That's great to hear! Usually customer service with Asus is sub-par at best, but it looks like you had a wonderful experience! Have fun with the tablet!

Sent from my SAMSUNG-SGH-I747 using Tapatalk 4
 

sparksd

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That's great to hear! Usually customer service with Asus is sub-par at best, but it looks like you had a wonderful experience! Have fun with the tablet!

Sent from my SAMSUNG-SGH-I747 using Tapatalk 4

It's the nature of forums like this that problems are what get accentuated so sometimes you get a skewed view. That may or may not be the case with Asus service but the preponderance of negative reviews was so great that I almost said to heck with it, I'll just get a new tablet and dump the TF700T. I'm very glad that I didn't because for just the price of shipping I have a tablet that is like new.
 

Asus_Fred

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Jul 29, 2013
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I recently had to RMA my TF700T to Asus for warranty repair. I was very concerned by the large number of negative reviews I had read regarding Asus repair services ? problems not being fixed, new problems introduced, damage induced during repair, etc. I was fortunate not to experience any of these so I felt that I should relate a positive experience.

I had a problem where a ?? strip in the middle of the display would not respond to touches which was then made worse by the ?phantom touch? issue occurring up and down that strip. Not a s/w problem, the digitizer was faulty (I did full resets, etc to see if there was a s/w problem). I?ve had the tablet for 11 months so it was still under the 1 year warranty. I contacted Asus and within 2 days I had an RMA number. I shipped it UPS 2-day delivery, insured, to the Texas facility. I got the tablet back via FedEx exactly two weeks later and after testing it out I?d have to say it?s in perfect condition ? the original problem was fixed and nothing new was introduced. They apparently did not touch the s/w or f/w as it was still at 4.2.1 and Developer Options was still enabled. For me at least, the repair process was a very positive experience. I'm not questioning the problems that others have related, just noting that not every experience with Asus service is negative.

Dave

Glad to hear that you've had a positive experience with our service and would like to thank you for sharing this experience with this community. If you have any further feedback/comments/questions feel free to contact me at cl-fred@asus.com
 

berndlb

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It's the nature of forums like this that problems are what get accentuated so sometimes you get a skewed view. That may or may not be the case with Asus service but the preponderance of negative reviews was so great that I almost said to heck with it, I'll just get a new tablet and dump the TF700T. I'm very glad that I didn't because for just the price of shipping I have a tablet that is like new.

+1 for that! If you read the forums for any device you mostly find the horror stories and negative experiences some users had. Honestly - how many people take the time to write a post if they are perfectly happy and had a great experience?
Just going by forum posts there probably is not a single tech company in the world you would want to buy from :)
I commend you and thank you @sparksd for posting this.

Although I am mad at Asus for a lousy software implementation on great (and pricey) hardware, forcing me to unlock and run an optimized ROM tweaked by smart people in their spare time in a way that should make the Asus developers cover their heads in shame, I still think Asus is one of the better tech companies around.

Sent from my ASUS Transformer Pad TF700T using Tapatalk 4
 

Relletti

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Feb 3, 2013
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I recently had to RMA my TF700T to Asus for warranty repair. I was very concerned by the large number of negative reviews I had read regarding Asus repair services ? problems not being fixed, new problems introduced, damage induced during repair, etc. I was fortunate not to experience any of these so I felt that I should relate a positive experience.

I had a problem where a ?? strip in the middle of the display would not respond to touches which was then made worse by the ?phantom touch? issue occurring up and down that strip. Not a s/w problem, the digitizer was faulty (I did full resets, etc to see if there was a s/w problem). I?ve had the tablet for 11 months so it was still under the 1 year warranty. I contacted Asus and within 2 days I had an RMA number. I shipped it UPS 2-day delivery, insured, to the Texas facility. I got the tablet back via FedEx exactly two weeks later and after testing it out I?d have to say it?s in perfect condition ? the original problem was fixed and nothing new was introduced. They apparently did not touch the s/w or f/w as it was still at 4.2.1 and Developer Options was still enabled. For me at least, the repair process was a very positive experience. I'm not questioning the problems that others have related, just noting that not every experience with Asus service is negative.

Dave

That's awesome you had a great experience with the repair service:)

Sent from my ASUS Transformer Pad TF700T using Tapatalk 4
 

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