It's not just you...

[user123456]

Took over a week to get a response, but at least they acknowledge that the update was broken and that they are working on it:

Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Sorry for the delayed response and the inconvenience the update carried.
We're now trying our best to release the fix version for the problem such as rebooting,freezing and not being charged.
Now you can try to factory data reset.
please try to press Setting-->Privacy -> factory data reset to restore your device to factory default.
**Backup your important data before perform factory data.

If it doesn't work, please fill-out the online form to request a RMA/replacement order.
Click on the ASUS RMA Online Submittal form link, and request an RMA.
http://vip.asus.com/eservice/usa_rmaserv.aspx
Please include your name, mailing address, telephone number, and the serial number of your product.
You may also give us a call at 888-678-3688 (24/7 support) we would gladly assist in gettng you setup with an RMA.
Please have the serial number of your ASUS product handy when you call.

 

[vicw926a4]

I'm still waiting a response, since I submitted a request on 2/29, almost 9 days ago.

That's an interesting response that you received. On one hand, they indicate that they are working on releasing a fix (presumably a Firmware update). On the other, they offer to let you RMA your device, implying that there is a hardware connection, and that perhaps some units are more susceptible to the problem than others. I guess both of those things are possible. In the meantime, I'm checking for an upgrade about 20 times a day.

Returning it for possible repair, or replacement isn't a very attractive option, I think, given the long down time, and the potential of getting a refurbished unit that may have other issues. If I knew it would be new manufacture, I would be more inclined to do it.

I assume that I'll get that same canned response eventually. I'll post it here if it differs from the one you received.

 

[Kaizmuth]

I wouldn't worry about a refurbished units from an rma. I've had my other transformer in for rma 8 different times so far (just got it back from #8 today), and have specifically asked for a refurb the last 4 times since they can't fix this one. They refuse to replace it. I seriously doubt you'd get a refurb replacement from a single rma.

 

[vicw926a4]

I wouldn't worry about a refurbished units from an rma. I've had my other transformer in for rma 8 different times so far (just got it back from #8 today), and have specifically asked for a refurb the last 4 times since they can't fix this one. They refuse to replace it. I seriously doubt you'd get a refurb replacement from a single rma.

Eight times that you returned the same TF for repair without success is bizarre, and really surprising that they would do that, from a policy standpoint. They are wasting a little of time and money on it, and probably losing your as an ongoing future customer.

Is it a highly intermittent or subtle problem that might be difficult for them to replicate?

 

[polaris13]

Eight times that you returned the same TF for repair without success is bizarre, and really surprising that they would do that, from a policy standpoint. They are wasting a little of time and money on it, and probably losing your as an ongoing future customer.

Is it a highly intermittent or subtle problem that might be difficult for them to replicate?

That my friend is unacceptable. anytime you have to return an item in numerous times warrants either a replacement or a refund. Most states have lemon laws that cover autos. Never heard of taking the car in 8 times for the same problem. Obviously they sold you a lemon and you deserve a new unit.

 

[Kaizmuth]

The last 5 times it was the same exact problem each time. It would random reboot or completely freeze and need a hard reboot, and would not detect the newest firmware version no matter how many times I checked for an update. The reboots and freezes were well before the ICS update. Each time they returned it, it would freeze up or reboot within 10 minutes of coming out of the box.
I specifically requested a refurb replacement the last 4 times. I was told that support could not approve a replacement, only the service techs could. Speaking to a supervisor, sending it to the corporate support center rather than the normal one, nothing made a difference, I still kept getting team same useless unit back.

The occasional reboot or freeze in can deal with. This one was doing it 20-30 times a day. Unacceptable.


Sorry to hijack the thread.