While I happen to have avoided any issue with my ASUS Transformer Keyboard Dock (B50K) - in terms of the Battery Drain Problems a number of folks have reported in other threads...when I visited my brother this past weekend out of state, I learned he had the battery drain problem (B60K).
This prompted us to both call the U.S. ASUS Support Number at (888) 678 - 3688 together for a solution.
Here, we requested to speak to a supervisor, and indicated (respectfully to the original person answering the call), that I wanted to know additional details on the problem that only a Supervisor at the Center might know. I was immediately switched over to a Supervisor, who was not hesitent to disclose the facts.
We learned more in 15 minutes more than all the posts read in all the threads on this topic combined. There has also been plenty of misinformation, which is why we wanted to make sure and share:
1) There are B50K, B60K, and earlier Keyboard Dock units which contain a chipset that simply does not support the firmware setting in the latest keyboard dock update. It comes down to what chipset was installed in the Keyboard Dock hardware itself when it was constructed.
2) This means that no matter how you set the "MobileDock Battery Saving Mode" setting (checked or not), the keyboard dock battery will not go into "sleep mode"...period. It is not something that can be addressed/corrected with firmware.
3) Based on the results of facts #1 & #2, everyone with a Keyboard Dock will either will have a problem or will not - there is nothing in-between. It does not matter where you bought it, or what model (B50K or B60K) you have - either you unit is immune or has the problem. [Note: this is consistent with the varied reports of different models - some have the problem and some don't]
4) If you have a keyboard issue (which can be confirmed easily by checking the MobileDock Battery Saving Mode in the Settings menu - under Screen), turning off the unit to standby, and then pressing any key to try to "wake up" the unit), and any keyboard touch starts up the connected tablet...you have a defective Keyboard Dock unit. If it stays off - congrats - your battery drain issues should be non-existent - assuming that you are running the latest keyboard firmware from last month or else upgraded recently to Android v3.2. Both updates contained the firmware corrections to assure proper battery operations with the proper chipset in the Dock.
5) If you determine that you have a defective unit based on Fact #4, the good news is there is good news. ASUS klnows about the problem and will repair the units under warranty. This is a relatively painless process of calling the Support number, telling them you have the keyboard drain problem, and following the RMA return process (they e-mail instructions to you - not complicated at all).
6) The "repair" itself is actually not even a repair - its a 15-minute chip replacement and subsequent test process, and then they ship it back to do at their cost. The repair itself is also a warranty (free) service. Make sure when you ship it that it is well protected from damage. It does not need to be shipped with the original box or packing contents.
7) The turnaround time on the chip replacement repair is estimated at 10-14 days - counted from the date they receive your unit. You can ship it any safe way you wish...we chose to speed up the process a bit with FedEx ground (2 day service). FedEx Ground cost him $9.50...and they will get it the day after tomorrow - that is when the "clock starts" for his RMA service. The Supervisor indicated they have turned them around in as little as a week, but do not want to set "unrealistic expectations". As stated earlier, the Supervisor was very open, informative, and helpful in this process.
The fact that this call experience was prompt and virtually pain-free (other than the inconvenience of not having the unit for a short time). The ASUS Support experience we received was very, very good.
For anyone wanting to resolve their battery drain problem, I recommend they proceed to call and follow the RMA return process through ASUS. This assures the correction.
This prompted us to both call the U.S. ASUS Support Number at (888) 678 - 3688 together for a solution.
Here, we requested to speak to a supervisor, and indicated (respectfully to the original person answering the call), that I wanted to know additional details on the problem that only a Supervisor at the Center might know. I was immediately switched over to a Supervisor, who was not hesitent to disclose the facts.
We learned more in 15 minutes more than all the posts read in all the threads on this topic combined. There has also been plenty of misinformation, which is why we wanted to make sure and share:
1) There are B50K, B60K, and earlier Keyboard Dock units which contain a chipset that simply does not support the firmware setting in the latest keyboard dock update. It comes down to what chipset was installed in the Keyboard Dock hardware itself when it was constructed.
2) This means that no matter how you set the "MobileDock Battery Saving Mode" setting (checked or not), the keyboard dock battery will not go into "sleep mode"...period. It is not something that can be addressed/corrected with firmware.
3) Based on the results of facts #1 & #2, everyone with a Keyboard Dock will either will have a problem or will not - there is nothing in-between. It does not matter where you bought it, or what model (B50K or B60K) you have - either you unit is immune or has the problem. [Note: this is consistent with the varied reports of different models - some have the problem and some don't]
4) If you have a keyboard issue (which can be confirmed easily by checking the MobileDock Battery Saving Mode in the Settings menu - under Screen), turning off the unit to standby, and then pressing any key to try to "wake up" the unit), and any keyboard touch starts up the connected tablet...you have a defective Keyboard Dock unit. If it stays off - congrats - your battery drain issues should be non-existent - assuming that you are running the latest keyboard firmware from last month or else upgraded recently to Android v3.2. Both updates contained the firmware corrections to assure proper battery operations with the proper chipset in the Dock.
5) If you determine that you have a defective unit based on Fact #4, the good news is there is good news. ASUS klnows about the problem and will repair the units under warranty. This is a relatively painless process of calling the Support number, telling them you have the keyboard drain problem, and following the RMA return process (they e-mail instructions to you - not complicated at all).
6) The "repair" itself is actually not even a repair - its a 15-minute chip replacement and subsequent test process, and then they ship it back to do at their cost. The repair itself is also a warranty (free) service. Make sure when you ship it that it is well protected from damage. It does not need to be shipped with the original box or packing contents.
7) The turnaround time on the chip replacement repair is estimated at 10-14 days - counted from the date they receive your unit. You can ship it any safe way you wish...we chose to speed up the process a bit with FedEx ground (2 day service). FedEx Ground cost him $9.50...and they will get it the day after tomorrow - that is when the "clock starts" for his RMA service. The Supervisor indicated they have turned them around in as little as a week, but do not want to set "unrealistic expectations". As stated earlier, the Supervisor was very open, informative, and helpful in this process.
The fact that this call experience was prompt and virtually pain-free (other than the inconvenience of not having the unit for a short time). The ASUS Support experience we received was very, very good.
For anyone wanting to resolve their battery drain problem, I recommend they proceed to call and follow the RMA return process through ASUS. This assures the correction.
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