ED Magedson – Founder
Asus4051 N. Hwy 121, Suite 100 Grapevine, , Texas USA
Asus Asus Nexus Asus Nexus Google Horrible survice Not honoring warranty junk Grapevine, Texas
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 " email@example.com" 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/reports/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.
Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
If you would like to see more Rip-off Reports on this company/individual, search here:Search Tips
In order to assure the best results in your search:
Advertisers above have met our
strict standards for business conduct.