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Thread: Asus ridiculous service

  1. #1
    Soundwave
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    Asus ridiculous service

    Hi all, just wanted to let out a little steam. I have owned and requested several services on my old TF300 last year in 2014, and I have encountered no problem before. Everything was smooth, quick and efficient. However now a year later and I bought my new T100 about 7 months ago and the service has total gone down hill. I encountered a broken key couple of days ago and I did not intentionally drop it or damage it, one of the legs on the white holder had snapped.

    So I contacted Asus, and they told me to fill in RMA no problem there, they told me I needed a receipt from the retailer that I bought it from, no problem, I contacted them and got a receipt. Then they rejected my application because the said that the warranty does not cover "accidental" damages, which it clearly is not, because I did not do anything except used it how it should have been used. I take care of my stuff, I put it in a case on it, clean it couple of times a month etc.

    They then asked me to sent some pictures to them, so I did, and the come back to me and say that they can not diagnose the problem 100% with the picture and I have to sent it in. Then this is what ticked me off "The fee for a chargeable repair is around 50GBP, which is for shipping costs only." And " If the unit is collected for inspection and you wish to have it returned back unrepaired, the shipping cost still applies." So the shipping cost 50 flipping quid?! what? Then if it is not cover by the warranty then the cost still applies. So what? If it is covered by the warranty the shipping fee is free?

    This is so messed up. I remembered, last year everything used to be free. It might be cheaper just to buy a brand new keyboard. Next time I am not going to buy Asus brand ever again. It is ridiculous just for a key housing.

  2. #2
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    @Brianw95... so sorry about your experience.

    Perhaps Asus_USA will join in here and intervene on your behalf.
    Rick, loving my T100TA-C1-GR Z3740 64GB Win 10
    BIOS 314. All Windows updates except Bing. All Asus Live Updates. WIFI driver 5.93.99.210
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  3. #3
    Soundwave
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    Here is the pictures that I gave them.
    DSC00011.JPGDSC00015.JPGDSC00017.JPG

  4. #4
    Helping Hero & Super Moderator
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    FYI the pics did not show.
    Help shortcuts

    For TF101 http://www.transformerforums.com/for...tml#post177499
    For T100 http://www.transformerforums.com/for...tml#post344339

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  5. #5
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    Quote Originally Posted by helpifIcan View Post
    FYI the pics did not show.
    I see them.
    HowieDoin2 likes this.
    Rick, loving my T100TA-C1-GR Z3740 64GB Win 10
    BIOS 314. All Windows updates except Bing. All Asus Live Updates. WIFI driver 5.93.99.210
    I get 8-12 hrs use per charge using SLEEP mode. Warning, NEVER calibrate the touchscreen.
    When posting for help, please include Your Model Particulars
    Casters T100 Master Help Guide

  6. #6
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    Brian says:

    "Everything used to be free"

    Asus will have you pay shipping one way. This has been the case for years. You are the first owner I have encountered on this forum who has reported a broken key. You might be able to fix it yourself... good luck.

  7. #7
    Guide Guru & Forum Administrator
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    Quote Originally Posted by rickscheller View Post
    I see them.
    Me too

    Quote Originally Posted by Swipe View Post
    Brian says:

    "Everything used to be free"

    Asus will have you pay shipping one way. This has been the case for years. You are the first owner I have encountered on this forum who has reported a broken key. You might be able to fix it yourself... good luck.
    Not quite correct actually - although I know that is the case in USA / Canada.

    In the UK the repair service by Asus is free collection, repair & delivery. The issue here seems to be that they have unilaterally decided that this is user (aka accidental) damage. That is not a view I would share.

    Anyway Brian, your course of action is clear. Your contract of sale exists with the retailer from whom you purchased your device. They are obligated to handle this for you & UK law has a presupposition that any fault that develops existed at the time of purchase if it occurs within the first 6 months. Additionally, you actually have up to 6 years to file a complaint against manufacturing defects.

    Stand your ground in a polite & friendly way with your retailer & insist that they handle it for you.

    All the best
    Caster likes this.

    PLEASE Search for existing threads before posting a new one. Thanks.

    Your opinion matters. But should you disagree - please try not to be disagreeable

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  8. #8
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    My ASUS laptop requires you to pay one way shipping but my t100 has two way included. Depends on the product and included warranty.
    *I apologize for any spelng mistakes. I frequently answer questions on my phone. The content is (usually) good, but the words may not be intelligible. If you cant understand my post... check back later or call me out on it.
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  9. #9
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    I see them now too.

    Maybe I had blinders on?
    rickscheller likes this.
    Help shortcuts

    For TF101 http://www.transformerforums.com/for...tml#post177499
    For T100 http://www.transformerforums.com/for...tml#post344339

    My stuff!

    ASUS T100 64GB
    TF101 32 GB + Grandkids toy now
    Nokia 635 win 8.1
    ASUS MB Z97-A with I5 CPU (mine home brew PC)
    HP Desktop (wife's)
    Retired: My week is six Saturdays and one Sunday!

  10. #10
    Jazz
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    For the price they want for shipping, you could probably just buy a new replacement keyboard for the T100. I've seen them on EBay for lower than that price and sometimes you can catch them on Amazon for around that price. Even if it's a bit more, it might save you some hassle.

    Like this one, which is cheap because it's for parts...but you could always pull the A key off and use it:
    Asus Keyboard Dock for T100T Series 10 1" Tablets Transformer Book T100TA C1 GR | eBay

    Or, here's a guy that's just selling keys:
    http://www.ebay.com/itm/ASUS-Transfo...item25a482dcb0
    Last edited by ProphetSword; 05-19-2015 at 06:14 PM.

 

 

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