Nexus 7 Screen Bugout and Cycle

[davidmichaelmalloy]

I went to use my unrooted Nexus 7 Wifi this morning and this crazy nonsense began. The only way to describe it is that my device reboots over and over, and after each boot, the screen bugs out like there is some electrical interference. I uploaded one of the boot loops to YouTube. Any ideas? What can I do? I bought this at Game Stop.

https://www.youtube.com/watch?v=MgtyvNPw-D4&feature=youtube_gdata_player

 

[MJKearney]

Cute kid. Ugly N7 defect! This looks like something broke inside, not just a software issue, but that's just an amateur guess.

My first recommendation would be to try a hard reset. With the unit off, press the power + volume up + volume down at the same time. You can first try this while not attached to the computer and see what happens. If it gets you somewhere, but not far enough, try the same thing while connected to your PC. Search Google for lots of guides to doing this.

If that doesn't work and you're within the return window of Gamestop, then obviously exchange it. If it's too late to exchange it, then you're stuck with contacting Asus for a warranty repair service.

Let us know what happens. Good luck!

 

[davidmichaelmalloy]

As expected I had to send in the tablet for repairs (on my dime), and I just got an email from UPS saying the delivery was not made because nobody was there to sign for the delivery. What the hell is going on with this place?! Asus may have just lost any and all future business from me and anyone who relies on my opinion regarding these types of purchases.

 

[mr_nobody]

Yeah, that's truly pathetic...

 

[davidmichaelmalloy]

So I spent half a day on the phone with Asus and here is what they're telling me:

• If I want the tablet redelivered, I have to call USPS and have them redeliver
• I called USPS and they said the receiver must request redelivery
• I spoke with Asus again and they told me it is not in their policy to request redelivery
• I lost my mind
• I proceeded to inform Asus they are now responsible for providing a replacement tablet immediately, and this is the only acceptable outcome of this situation
• Asus stands firm that this is not their fault and that I should be upset with USPS
• Asus goes on to say that I should've used UPS or FedEx
• I lost my damn mind
• I inform Asus that manufacturers like Motorola send a packing slip with packaging materials when servicing a warranty
• Asus informs me that they're being kind enough to pay for the repairs and return shipping on their faulty product
• I'm homicidal
• I demand the call to be escalated immediately and refuse to speak with the representative further

The current status is that my ticket is sitting with someone in their corporate office. I have no tablet. No idea where my tablet is. No idea if I'll ever get my tablet or any tablet back in this situation.

 

[davidmichaelmalloy]

So I called Google before sending this off to Asus for repairs. Google tried to do a hard reset and based off what they said, it didn't work. After that, the tablet wouldn't even turn on anymore. I tried my luck with GameStop and didn't hit the jackpot there, hence the tablet is sitting in some random post office in Texas because Asus went out to lunch and forgot to leave someone around to sign for deliveries.

 

[p08757]

So I spent half a day on the phone with Asus and here is what they're telling me:

• If I want the tablet redelivered, I have to call USPS and have them redeliver
• I called USPS and they said the receiver must request redelivery
• I spoke with Asus again and they told me it is not in their policy to request redelivery
• I lost my mind
• I proceeded to inform Asus they are now responsible for providing a replacement tablet immediately, and this is the only acceptable outcome of this situation
• Asus stands firm that this is not their fault and that I should be upset with USPS
• Asus goes on to say that I should've used UPS or FedEx
• I lost my damn mind
• I inform Asus that manufacturers like Motorola send a packing slip with packaging materials when servicing a warranty
• Asus informs me that they're being kind enough to pay for the repairs and return shipping on their faulty product
• I'm homicidal
• I demand the call to be escalated immediately and refuse to speak with the representative further

The current status is that my ticket is sitting with someone in their corporate office. I have no tablet. No idea where my tablet is. No idea if I'll ever get my tablet or any tablet back in this situation.

I definitely feel your pain, but please take this advice.

I find that following the manufactures directions on returns work out way better than making up your own rules on how to return electronics. Asus is a farily large company and their receiving department has their internal procedures for returns. If you try to buck the system, and return your defective Nexus 7 the wrong way you take a risk that it will get lost.

I would say Asus did you a favor by not accepting your USPS shipment. You took a huge risk that your Nexus would get lost.

I would take this as a life experience and send it to Asus as they wish.

Just my $0.02

Good luck with your return.

 

[davidmichaelmalloy]

I followed their directions perfectly. They sent me an email telling me what to do, and I followed their return directions to a tee. I filled out their forms, wrote the RMA number on the packaging, etc... Nowhere in their directions did they tell me to use a specific courier to have the product delivered. The problem I have with how Asus is dealing with this, is how their Customer Service department is telling me that I'm responsible for getting the device redelivered because somebody wasn't available to sign for the delivery at 12:27pm on a Wednesday when USPS showed up. I gave them the tracking number and they were able to read the status directly, which included directions on how to get the package redelivered. They came back telling me that they can't contact USPS to have it redelivered and that makes no sense to me!

 

[deathbysnoosnoo]

Any further calls to them should be recorded. Maybe call them from a Google voice number and use the recording feature.


Sent from my Nexus 7 using Tapatalk 2

 

[MJKearney]

USPS will likely attempt another delivery without any prompting. If another delivery attempt (or two) fails, they will simply return it to you, assuming your return address is on the package.

Since I don't know what instructions Asus gave you for the return, I can't comment on the validity of your complaint. I would say, however, that this isn't a big scandal and doesn?t really require a voice recording. Just keep good notes with dates, times, and names of who you spoke to. And remain calm and speak very nicely to whoever you talk to. The angrier you get, the less cooperation you'll get.

 

[davidmichaelmalloy]

USPS will return the device if it isn't delivered in 15 days. So I can always try again if it gets to that point. The reason I'm as upset as I am is because I started calm and respectful the entire time I explained the delivery situation, and I even worked with them to resolve the issue. Yet, when I told them what USPS said to me about getting the package redelivered, customer service told me it's not in their policy to request redelivery and went on to explain why they thought USPS was wrong. I agreed, but USPS and Asus shipping/receiving department share the blame. They won't even offer an, "I'm sorry this is happening," or, "We'll work with you to get this resolved." It's been a lot of buck passing and I can't stand that.

Sent from my Galaxy Nexus using Android Central Forums

 

[davidmichaelmalloy]

Update: I called Google to let them know of the issues I was having during this process. They agreed that I had followed the directions given to me from Asus and said they (Google) expect more from their manufacturers. Google informed me they would investigate this issue directly, but could not provide a direct resolution to my issue as I did not buy the product directly from them. Google pointed out that their preferred method of dealing with these issues is to send a new device to the user and ask them to send back the defective device in the same packaging (which includes prepaid shipping).

Since getting Google involved, I have received an email from Asus saying my RMA was closed and my device was being returned to me. Asus did not provide any details as to whether they were returning the broken device, repaired device, or a brand new device. I called Asus to get details and they stated the RMA was closed and I would have to track the shipment through FedEx if I wanted updates.

I'm not quite sure what the lesson learned is here.

 

[MJKearney]

Update: I called Google to let them know of the issues I was having during this process. They agreed that I had followed the directions given to me from Asus and said they (Google) expect more from their manufacturers. Google informed me they would investigate this issue directly, but could not provide a direct resolution to my issue as I did not buy the product directly from them. Google pointed out that their preferred method of dealing with these issues is to send a new device to the user and ask them to send back the defective device in the same packaging (which includes prepaid shipping).

Since getting Google involved, I have received an email from Asus saying my RMA was closed and my device was being returned to me. Asus did not provide any details as to whether they were returning the broken device, repaired device, or a brand new device. I called Asus to get details and they stated the RMA was closed and I would have to track the shipment through FedEx if I wanted updates.

I'm not quite sure what the lesson learned is here.

Interesting! Looking forward to your next update. I suspect you'll end up with a brand new unit, or perhaps your original unit repaired, thanks to Google, but who knows?

Lesson learned: buy from Google and ignore the negative reviews of some on the forum. I bought from Google, did two exchanges without any hassle, and have been a happy Nexus 7 user since.

 

[davidmichaelmalloy]

Great points, buying from Google directly is likely the smart move here. Lesson learned!"

Sent from my Galaxy Nexus using Android Central Forums

 

[davidmichaelmalloy]

Update: I received my tablet back today from Asus. There was a note inside saying, "firmware issue." I've turned on the tablet and have begun restoring the apps, layouts, etc... All appear to be in order! Phew!!!

 

[brett328]

Same thing happened to mine, bought mine directly from Google though. First called ASUS for help, bad idea, than called Google. Google said it was a known issue with some early N7's. Sent me a new one no questions, returned the defective unit. Had mine since week 1, 4.2 broke it. New N7 had to go back also due to defective screen. Now all set with tablet #3. Google very good in the customer service department. Rare these days.