- Report: #1130634
Report - Rebuttal - Arbitrate
Complaint Review: Asus
Asus4051 N. Hwy 121, Suite 100 Grapevine, , Texas USA
Asus Asus Nexus Asus Nexus Google Horrible survice Not honoring warranty junk Grapevine, Texas
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To Whom It May Concern,
I received a 32 gig Nexus 7 for Christmas of 2013. Due to weather delays and so forth, gifts were not actually exchanged until 16 Jan. 2014. At that time I discovered the Nexus 7 ( 32 gig ) had 20 plus dead pixels, the corner was lifted on one side of the glass, and it would not connect to the internet.
I contacted Google support, whom informed me that because it was more than 30 days from date of purchase, I would need to pay $300, they would send me a new unit, and would refund my $300 when they received the defective one. My other option was to send it directly to Asus Service Center, after calling and receiving an RMA, which I did. I sent the unit to Asus on 23 Jan 2014.
On 5 Feb 2014 I received a replacement unit. It proved to be defective: after more than two hours spent on the phone with technical support attempting to get the unit to connect via bluetooth, the Google Tech decided that it was a "known hardware issue affecting a small percentage of units". I had to send the unit back to Asus.
Since I was in the process of moving from WI to OR ( the reason for the tablet was to use on the trip to stay in touch via skype, etc .. ), I waited until getting to Oregon before calling Asus. I called Asus on 20 Feb 2014: they said that they could not locate the file ( despite having my address, email and phone number, RMA, etc ), and a new case would have to be opened, especially since I had a new address. Could not even find any record whatsoever. Was told their computers were down ( always a great sign from a computer manufacturer! ) and I would have to call back on the next day
on 21 Feb 2014 I called Asus. At one point the customer service rep hung up on me after saying they "couldn't understand no d**n stuttering retard". ( yes, I have a speech disability: I stutter ). I called back and requested a supervisor. After over 40 minutes on hold, someone claiming to be a supervisor came on the line. I attempted to explain the situation, only to be told that I " was a liar", and " Google never said it was a hardware issue". Obviously offended, I requested to speak to someone higher up. The reply was that " No one could understand or believe you anyway", and was hung up on. Again.
I called back and, long story short, was issued a new claim and RMA number ( USG7XXXXXXXXX ). I sent the item out for the second time at my expense ( $17.80. Again ) I was so angry and frustrated I created the email address " firstname.lastname@example.org" for the purposes of the RMA
On 14 March 2014 I received another replacement unit: I opened the package, put on a screen protector, and attempted t0 connect the device via bluetooth : not working. Called Google Tech Support. The gentleman had me go through various diagnostics for about 30 min., then asked me to read the enclosed slip from the return. When I did so he said " No wonder! they just reflashed! That was pointless, this is a hardware issue! They know that!" I was told it was , again , defective, and would have to be returned to Asus.
I called Asus and, after two phone calls, over an hour and much frustration, the supervisor I talked with agreed to provide a free shipping label, but told me flat out " with that email address, you are going to get a defective unit back every time"
I was stunned, and asked him " Seriously? Would you repeat that, I am not certain I heard you correctly" He declined.
I sent the Nexus 7 ( 32 gig ) back today via Fedex. Asus paid the shipping.
So, at this point I have a Christmas gift that:
I have not been able to use Has cost me over eight hours on the phone nearly $40.00 in shipping a case, two screen savers, stylus and related misc. accessories bought at time of purchase totaling over $80.00 Tremendous stress on the relationship between myself and the person that bought it. Been returned THREE times, and told flat out I can expect more of the same.
At this point, I would very much like nothing more than to get the original purchaser a refund: I want absolutely nothing to do with Nexus, or ANY Asus product. Since Asus has made clear that is NOT an option, do you folks have any ideas how I can actually get a working unit?
Seriously, at this point I wish I had never HEARD of Asus!
Thank you for any idea(s) you might have.
This report was posted on Ripoff Report on 03/14/2014 02:25 AM and is a permanent record located here: http://www.ripoffreport.com/r/Asus/Grapevine-Texas-76051/Asus-Asus-Nexus-Asus-Nexus-Google-Horrible-survice-Not-honoring-warranty-junk-Grapevine-1130634. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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