I've posted continuously through other threads bits and pieces about my story, but I wanted to make a full blown front to back thread regarding the issue that I was dealing with. There's a TL : DR synopsis at the bottom for those who don't want to read through the details.
I first purchased a Nexus 7 at Staples. Due to pretty extreme screen flickering, I returned it. At times it felt like I was continually toggling the brightness setting on the power control widget. It was a C6O. Screen lift was minimal, not creaky whatsoever, but if I had to split hairs I would say I could “feel” a slight bezel depth difference on the left versus right. That said, it was hardly anything to raise a tiffle about, but the screen flickering was bothersome enough that I returned it.
Next I purchased a Nexus 7 at Wal-Mart. It too had a very subtle amount of screen lift, but it was not creaky or squishy like some other users described. Both tablets (Wal-Mart and Staples) had little enough screen lift that I would bet my car if anybody who didn't read about the screen lift issue would pick up either tablet, they wouldn't have noticed it. It was that minimal on both units. The Wal-Mart unit was also a C6O.
I was a long time hater of tablets, mostly because of their price vs performance ratio as I always felt they were significantly overpriced. The Nexus 7 changed that, not to mention the 7 inch form factor. Exceptional tablet on all accounts, in my opinion. One day I was about to leave for work. I heard my tablet beep signifying I got an email. I typed out a response on it when I was standing in the kitchen about to leave out the door. Once done, I left the house and walked to my car. As I got in the car I placed the N7 on my passenger seat. I saw what I thought was a hair. A closer look revealed it was not a hair, but indeed two fine cracks originating from the left side of the tablet.
Let it be known:
I did not sit on my tablet.
I did not drop my tablet.
I did not get hit by a car with my tablet in hand.
I did not go mountain biking off a cliff with the tablet in my backpack.
I did not go skiing down a black diamond course with the N7 tracking my speed via GPS only to wreck into a massively epic wipeout and live to tell the story.
I sent an email, walked 10 steps, and my Nexus 7 screen cracked.
Of course, I was a bit miffed by this (miffed as in, facing a borderline homicidal rage), so I called ASUS. They of course played the “If your device was handled in an irresponsible or accidental manner, the repair would not be covered under warranty.” Perfectly understandable, because if I did mishandle my device and I did not have an accidental warranty to cover it, that's how things should be. I faced a difficult problem here justifying my story. The screen was cracked. How does a screen magically crack? Beats me. If I were running a company that made tablets and someone came to me complaining their screen magically cracked, I'd be asking some serious questions too. But here's the curve ball... I did not drop mine or handle it irresponsibly, so I'll be damned if I wasn't going to get this unit covered under warranty. The only thing going in my favor with justifying my story was the fact that my Nexus 7 was in perfect shape aside from the screen crack, which would help coincide with the “manufacturer's flaw” story since there was no other physical evidence that I mishandled the tablet.
With the first call I set up the RMA process and shortly after sent my tablet in. But that wasn't enough for me. I was reading online that more people were being told by ASUS that they would have to pay ~170 dollars in repairs for their tablet. Now, I cannot attest to the condition or exact situation of those users. I wasn't a fly on the wall to witness just how every situation played out. All I could do was justify my case since I was the direct party involved. At any rate, the stories I was hearing (despite not having been a witness to further solidify the cases) only enraged me further. I called ASUS again.
The second time I called ASUS I realized during the on hold process there was a very ironic message. They indicated “Did you know if you have even one bright pixel on your ASUS laptop, we will replace the entire thing for free?” OH, REALLY? Perfect. I'll keep that in mind when I get on the line with the next rep. The rep finally got on the line and I told him my story. I blatantly asked, “Has ASUS changed their policy in regards to owning up to their design flaws? Or are they still in denial about that?” He indicated the same thing the original rep did, citing that if there is damage on the unit that suggests it was dropped, it won't be serviced under warranty, but if the damage suggests it was from a manufacturer's defect, it'll be covered. Okay, great. Since I cannot argue the physical condition of my tablet that they cannot see since it was on a UPS truck to Texas, I found little justification in arguing further.
A day passed and I called ASUS again, mostly because their online RMA tracker wasn't working and I wanted a status update. ASUS had not yet looked at my tablet, despite the fact the tracking information said it was delivered the day before. I once again brought up the previous story, but this rep made the mistake of saying “The Nexus 7 is perfect in every way. There are absolutely no design flaws with it.” I couldn't just listen to this, so I lost it and regrettably unloaded on him. I told him I work in IT, I use a lot of different devices from many different vendors. In almost every case, there have always been some degree of lemons, even if the product is otherwise completely successful. Part of my issue with that comment wasn't so much the wording, but the way it was said... it was the “well you seem to be an idiot if you think otherwise” type of demeanor that just set me off. At any rate, that conversation ended without getting any further, aside from the verbal skewing I delivered that I halfway felt bad about later.
Another day passed and I called ASUS again. This time I spoke to somebody who was down to earth and not an ego driven support zealot. I told him my story, and he said “Dude, if I were you I'd be just as mad and be doing the exact same thing.” He indicated that there's not a lot to go on over the phone because, despite wanting to give me the benefit of the doubt and believe my story to 100% accuracy, he didn't have the device there in front of him to check (although at this point my tablet was in the review process, but no answers were on the table yet). I fully understood this, as it's impossible to believe people over the phone like this. It's sort of like back in the day working retail when you're in high school and someone's debit card gets declined, and they argue with you that they have money in the account and insist you run it again, yet it keeps failing. Yeah okay, because the bank is lying and the stranger before me is telling the truth.
I fully understood this, and was just thankful I was able to speak to somebody who was down to earth and logical about how they presented themselves, instead of being fake and obnoxious like the last rep was. Since I felt as though I had a decent conversation going, I threw out something else on the table, and blatantly told the rep that I do a lot of side work in the evenings on my computer, and that I can easily multitask my work while being on a headset. I said the reason I'm telling you this is if ASUS refuses to repair my tablet under warranty, I will call ASUS repeatedly for weeks on end until they repair it. I worked hard for the money I earned to purchase the tablet. If ASUS wouldn't own up to my unexplainable screen crack then I would do everything in my power to burn up as much of their time as possible. After all, time is money, right?
This rep said the one thing that is going to work in my favor is the fact that the previous reps took a lot of notes. He read some of them back to me and he said it seems as if you're well aware of the left side screen issue that hit some of these devices and you're well aware of the internal design, etc. He said these kind of things will help your case out versus being “ahhh blah blah I'm mad! My tablet broke fix it now ahhh!” like some people are doing. I thanked him for his time and thanked him for being so honest with me. Because of that particular experience, my opinion of ASUS's customer service almost turned around entirely. It's hard to be excited about a home run when you just struck out 3 times, though.
A few hours later I was all but asleep when I heard my phone go off with an email. I checked it and it was ASUS. Sure enough, it was tracking info for my tablet. No charge was noted, no dispute had taken place. Just... my tablet on a truck coming back. I called ASUS to see what was done with my tablet, as for all I knew it could have just been the broken unit coming back. The rep quickly brought up the info and told me “Your screen was replaced and your tablet is now fully repaired. You should receive it in 3 days.” Wow. Another +1, ASUS.
For what it's worth, it took ASUS 3 business days to cycle through to my tablet. I sent shipped it out Thursday, Friday of course it was en route, Sat/Sun being the weekend, and Monday being a holiday means that Tuesday (delivery day according to tracking info) was game day #1 for ASUS taking a look at it. I received the email late that Thursday with the tracking info, and by the following Wednesday I was supposed to receive it, but it required a signature and I was at work. I called FedEx and had it routed to a nearby facility and I went there on Thursday and picked it up in person.
I immediately checked out the screen lift. Please understand, I'm splitting some very extreme hairs here. If I look at it from an angle and I study the gray line, I can visibly see a very faint rise. In comparison to the right side, it's really not much different. It's absolutely acceptable in my book. The only time I really noticed the faint rise was after I put on a screen protector, which of course brings the screen higher up to the level of the silver bezel. That said, there's no creaking, no squishy feeling, nothing. Feels solid to me. I ran a few intensive apps for a bit and felt the tablet heat up a little, but so far I haven't felt any adhesive unlatch. In fact, I've never personally seen a Nexus 7 with any sort of clicking or squishiness. If they've been raised or lifted, it's been a solid lift, no degree of movement whatsoever, even after a 4 hour GPS run in a cement building with the unit trying to continually get a lock.
I do have to wonder something. If I was not as pushy as I was, or if I did not spout my awareness of the left side screen issue that hit some of these devices... if I would have gotten the same service. I wonder if I had not called in several times if my turn around time would have been longer. That being said, there's a lot of questions on the table, and there was a decent amount of verbal pushing I had to do over the phone which I'm sure helped make this situation end as seamlessly as it did. I urge all of you who have legitimate screen crack cases (if your tablet fell down the stairs or similar, this of course wouldn't be classified as legitimate) to make sure ASUS knows you're aware of the issue, and that you will not be paying for the repair. You can be stone cold firm without being belligerent or disrespectful. I don't think those of you who had unexplainable screen cracks should back down.
TL : DR
Call 1 to ASUS: Uneventful, RMA set up.
Item shipped to ASUS repair facility.
Call 2 to ASUS: Uneventful, RMA status unchanged. Indicated my awareness of the screen lift issue as well as my frustration.
Call 3 to ASUS: Ripped the rep a new one due to intolerable demeanor and choice of comments. Indicated my awareness again of the screen lift issue as well as my frustration.
Call 4 to ASUS: Indicated my awareness again of the screen lift issue as well as my frustration. Rep was exceptional to talk to and understood my frustrations without sounding fake. Indicated the notes on my account were solid.
Hours later, email received. RMA processed, N7 repaired, shipped back.
Thursday, received unit. Very slight screen lift still apparent, but very very minimal. No squishiness, clicking, creaking, nothing. Seems solid. Very satisfied with unit.
Overall satisfaction: 8/10
Glad to hear that your nightmare is over at last.
For what it's worth, as some extra peace of mind I may be considering a SquareTrade warranty since I'm within the 90 days. I hear their customer service is astounding, and I really don't want to have any headaches again despite ASUS pulling through with this one. Next time, the damage just may be my fault, which makes the extra warranty seem more appealing.
Glad to hear you forced them to do the right thing..I do not believe they would have without your pressure on them. Google says they are refunding my money on mine.. WHEN Who knows . they received it the 5th and now its 17th .The worse part about this whole QC issue is the waiting time after the sale. TOTAL LACK OF Customer SUPPORT ON Part of google and ASUS..
erica_renee said:
Glad to hear you forced them to do the right thing..I do not believe they would have without your pressure on them. Google says they are refunding my money on mine.. WHEN Who knows . they received it the 5th and now its 17th .The worse part about this whole QC issue is the waiting time after the sale. TOTAL LACK OF Customer SUPPORT ON Part of google and ASUS..
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sadly if it's anything like my refund process, it will be close to 2 months before you get your refund...
was
Glade to hear they fixed it under warranty.
Not sure if you're willing to pull the back cover off or not, but I would be interested to know if they shipped it back with two less screws. Like they're now doing with the C8O and C9O models.
My screen isn't cracked and I'd like to keep it that way. Mine has just a bit of screen lift.
odroido said:
Glade to hear they fixed it under warranty.
Not sure if you're willing to pull the back cover off or not, but I would be interested to know if they shipped it back with two less screws. Like they're now doing with the C8O and C9O models.
My screen isn't cracked and I'd like to keep it that way. Mine has just a bit of screen lift.
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I just pulled my back cover off and it does not appear to have any missing screws. In regard to the newer Nexus 7 tablets are they doing that with all of them? Or just a select few so far? I thought I heard *some* people say with brand new generation Nexus 7 tablets that they were not missing any screws.
Sent from my Nexus 7 using xda app-developers app
JaSauders said:
For what it's worth, as some extra peace of mind I may be considering a SquareTrade warranty since I'm within the 90 days. I hear their customer service is astounding, and I really don't want to have any headaches again despite ASUS pulling through with this one. Next time, the damage just may be my fault, which makes the extra warranty seem more appealing.
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Click to collapse
I got squaretrade. Its a good feeling for sure
Sent from my MB855 using Tapatalk 2
JaSauders said:
I just pulled my back cover off and it does not appear to have any missing screws. In regard to the newer Nexus 7 tablets are they doing that with all of them? Or just a select few so far? I thought I heard *some* people say with brand new generation Nexus 7 tablets that they were not missing any screws.
Sent from my Nexus 7 using xda app-developers app
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Click to collapse
Thanks for checking. I only read a few posts about the new batch missing screws and just assumed they are the same (missing screws)
Sent from my Nexus 7 using Tapatalk 2
odroido said:
Thanks for checking. I only read a few posts about the new batch missing screws and just assumed they are the same (missing screws)
Sent from my Nexus 7 using Tapatalk 2
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Click to collapse
I bought a new N7 3 weeks ago. It's a C80 unit and it's missing the 2 screws on the left side that have been mentioned previously.
I did notice that there is a minute lift on the left side but when I looked more closely, it was the silver frame that is actually bowed back slightly and the glass is actually straight.
Sent from my Nexus 7 using xda app-developers app
bigbop said:
I bought a new N7 3 weeks ago. It's a C80 unit and it's missing the 2 screws on the left side that have been mentioned previously.
I did notice that there is a minute lift on the left side but when I looked more closely, it was the silver frame that is actually bowed back slightly and the glass is actually straight.
Sent from my Nexus 7 using xda app-developers app
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Click to collapse
Not to jack this thread but when I bought the original galaxy tab10.1 the screen was straight but the whole rest of the tab was curved really bad
Sent from my EVO using xda premium
oddly enough, i been shooting emails to ASUS with pictures and explanations of my "internally cracked" n7 and as well as a call or two and they assured me multiple times that my item is still under warranty and that i should start up a RMA.
i also have a cracked screen, what are the chances that it will be under warranty? does ASUS adopt the same approach worldwide that it is their fault (with the screen lift), or do I have to constantly remind them that it is because of the screen lift that the screen cracked?
I would call them be nice but firm. If you did drop it they will know when taking it apart.
I'm waiting for a refund from Google on a cracked doa unit. called them today with a threat to file complaints with help of my bank its been over a month.
good luck.
Message Sent from nexus 7 tablet
Same Issue
I had the exact same issue happen to me. My N7 was kept inside a case for its entire life. I bought one from Staples, took it out of the box, the screen lifted and I popped it back in (at the time, I did not realize this was a big deal). About 3 weeks later, went to open my case and the screen was cracked. It looks almost as thought the screen bezel bucked in the middle slightly.
Unfortunately, I have not been so lucky with Asus. We have gone back and forth through at least a dozen calls and a dozen emails. Just got the 'Not Covered' email. Its driving me crazy that I didn't cause this and now I'm stuck. Boooo
With a thread like this, I knew the "My screen broke by itself" people would come out the woodwork.
Sent from my EVO using xda premium
gave me hope
i had similar experience. your story gave me confidence that i was right. and i think people like you bugged the **** out of customer support to the point that they had to take future callers complaints more seriously. mine is apparently being repaired under warranty. it was a smooth process for the most part. ill know for sure when i call again tonight. thanks for making asus miserable and the rest of us happy
new tablet user
Excellent article. I wish I could say I had as good an experience with ASUS. My 3 month old tablet screen inexplicably developed a crack. I did not drop it or in any way damage it. At all material times it was protected by the keyboard transformer pad. I called the service department and was told I had to send it in so the warranty claim could be verified, which I thought was quite reasonable.
When their service department received it I got an email telling me it was damaged and they wanted $320 to repair it. In spite of my entreaties to repair it under warranty they categorically refused. When I refused to pay for the repair, they sent it back. All in all, a horrible experience and I will never buy or recommend an ASUS again.
Cheers
FONT="Arial"][/FONT]
JaSauders said:
I've posted continuously through other threads bits and pieces about my story, but I wanted to make a full blown front to back thread regarding the issue that I was dealing with. There's a TL : DR synopsis at the bottom for those who don't want to read through the details.
I first purchased a Nexus 7 at Staples. Due to pretty extreme screen flickering, I returned it. At times it felt like I was continually toggling the brightness setting on the power control widget. It was a C6O. Screen lift was minimal, not creaky whatsoever, but if I had to split hairs I would say I could “feel” a slight bezel depth difference on the left versus right. That said, it was hardly anything to raise a tiffle about, but the screen flickering was bothersome enough that I returned it.
Next I purchased a Nexus 7 at Wal-Mart. It too had a very subtle amount of screen lift, but it was not creaky or squishy like some other users described. Both tablets (Wal-Mart and Staples) had little enough screen lift that I would bet my car if anybody who didn't read about the screen lift issue would pick up either tablet, they wouldn't have noticed it. It was that minimal on both units. The Wal-Mart unit was also a C6O.
I was a long time hater of tablets, mostly because of their price vs performance ratio as I always felt they were significantly overpriced. The Nexus 7 changed that, not to mention the 7 inch form factor. Exceptional tablet on all accounts, in my opinion. One day I was about to leave for work. I heard my tablet beep signifying I got an email. I typed out a response on it when I was standing in the kitchen about to leave out the door. Once done, I left the house and walked to my car. As I got in the car I placed the N7 on my passenger seat. I saw what I thought was a hair. A closer look revealed it was not a hair, but indeed two fine cracks originating from the left side of the tablet.
Let it be known:
I did not sit on my tablet.
I did not drop my tablet.
I did not get hit by a car with my tablet in hand.
I did not go mountain biking off a cliff with the tablet in my backpack.
I did not go skiing down a black diamond course with the N7 tracking my speed via GPS only to wreck into a massively epic wipeout and live to tell the story.
I sent an email, walked 10 steps, and my Nexus 7 screen cracked.
Of course, I was a bit miffed by this (miffed as in, facing a borderline homicidal rage), so I called ASUS. They of course played the “If your device was handled in an irresponsible or accidental manner, the repair would not be covered under warranty.” Perfectly understandable, because if I did mishandle my device and I did not have an accidental warranty to cover it, that's how things should be. I faced a difficult problem here justifying my story. The screen was cracked. How does a screen magically crack? Beats me. If I were running a company that made tablets and someone came to me complaining their screen magically cracked, I'd be asking some serious questions too. But here's the curve ball... I did not drop mine or handle it irresponsibly, so I'll be damned if I wasn't going to get this unit covered under warranty. The only thing going in my favor with justifying my story was the fact that my Nexus 7 was in perfect shape aside from the screen crack, which would help coincide with the “manufacturer's flaw” story since there was no other physical evidence that I mishandled the tablet.
With the first call I set up the RMA process and shortly after sent my tablet in. But that wasn't enough for me. I was reading online that more people were being told by ASUS that they would have to pay ~170 dollars in repairs for their tablet. Now, I cannot attest to the condition or exact situation of those users. I wasn't a fly on the wall to witness just how every situation played out. All I could do was justify my case since I was the direct party involved. At any rate, the stories I was hearing (despite not having been a witness to further solidify the cases) only enraged me further. I called ASUS again.
The second time I called ASUS I realized during the on hold process there was a very ironic message. They indicated “Did you know if you have even one bright pixel on your ASUS laptop, we will replace the entire thing for free?” OH, REALLY? Perfect. I'll keep that in mind when I get on the line with the next rep. The rep finally got on the line and I told him my story. I blatantly asked, “Has ASUS changed their policy in regards to owning up to their design flaws? Or are they still in denial about that?” He indicated the same thing the original rep did, citing that if there is damage on the unit that suggests it was dropped, it won't be serviced under warranty, but if the damage suggests it was from a manufacturer's defect, it'll be covered. Okay, great. Since I cannot argue the physical condition of my tablet that they cannot see since it was on a UPS truck to Texas, I found little justification in arguing further.
A day passed and I called ASUS again, mostly because their online RMA tracker wasn't working and I wanted a status update. ASUS had not yet looked at my tablet, despite the fact the tracking information said it was delivered the day before. I once again brought up the previous story, but this rep made the mistake of saying “The Nexus 7 is perfect in every way. There are absolutely no design flaws with it.” I couldn't just listen to this, so I lost it and regrettably unloaded on him. I told him I work in IT, I use a lot of different devices from many different vendors. In almost every case, there have always been some degree of lemons, even if the product is otherwise completely successful. Part of my issue with that comment wasn't so much the wording, but the way it was said... it was the “well you seem to be an idiot if you think otherwise” type of demeanor that just set me off. At any rate, that conversation ended without getting any further, aside from the verbal skewing I delivered that I halfway felt bad about later.
Another day passed and I called ASUS again. This time I spoke to somebody who was down to earth and not an ego driven support zealot. I told him my story, and he said “Dude, if I were you I'd be just as mad and be doing the exact same thing.” He indicated that there's not a lot to go on over the phone because, despite wanting to give me the benefit of the doubt and believe my story to 100% accuracy, he didn't have the device there in front of him to check (although at this point my tablet was in the review process, but no answers were on the table yet). I fully understood this, as it's impossible to believe people over the phone like this. It's sort of like back in the day working retail when you're in high school and someone's debit card gets declined, and they argue with you that they have money in the account and insist you run it again, yet it keeps failing. Yeah okay, because the bank is lying and the stranger before me is telling the truth.
I fully understood this, and was just thankful I was able to speak to somebody who was down to earth and logical about how they presented themselves, instead of being fake and obnoxious like the last rep was. Since I felt as though I had a decent conversation going, I threw out something else on the table, and blatantly told the rep that I do a lot of side work in the evenings on my computer, and that I can easily multitask my work while being on a headset. I said the reason I'm telling you this is if ASUS refuses to repair my tablet under warranty, I will call ASUS repeatedly for weeks on end until they repair it. I worked hard for the money I earned to purchase the tablet. If ASUS wouldn't own up to my unexplainable screen crack then I would do everything in my power to burn up as much of their time as possible. After all, time is money, right?
This rep said the one thing that is going to work in my favor is the fact that the previous reps took a lot of notes. He read some of them back to me and he said it seems as if you're well aware of the left side screen issue that hit some of these devices and you're well aware of the internal design, etc. He said these kind of things will help your case out versus being “ahhh blah blah I'm mad! My tablet broke fix it now ahhh!” like some people are doing. I thanked him for his time and thanked him for being so honest with me. Because of that particular experience, my opinion of ASUS's customer service almost turned around entirely. It's hard to be excited about a home run when you just struck out 3 times, though.
A few hours later I was all but asleep when I heard my phone go off with an email. I checked it and it was ASUS. Sure enough, it was tracking info for my tablet. No charge was noted, no dispute had taken place. Just... my tablet on a truck coming back. I called ASUS to see what was done with my tablet, as for all I knew it could have just been the broken unit coming back. The rep quickly brought up the info and told me “Your screen was replaced and your tablet is now fully repaired. You should receive it in 3 days.” Wow. Another +1, ASUS.
For what it's worth, it took ASUS 3 business days to cycle through to my tablet. I sent shipped it out Thursday, Friday of course it was en route, Sat/Sun being the weekend, and Monday being a holiday means that Tuesday (delivery day according to tracking info) was game day #1 for ASUS taking a look at it. I received the email late that Thursday with the tracking info, and by the following Wednesday I was supposed to receive it, but it required a signature and I was at work. I called FedEx and had it routed to a nearby facility and I went there on Thursday and picked it up in person.
I immediately checked out the screen lift. Please understand, I'm splitting some very extreme hairs here. If I look at it from an angle and I study the gray line, I can visibly see a very faint rise. In comparison to the right side, it's really not much different. It's absolutely acceptable in my book. The only time I really noticed the faint rise was after I put on a screen protector, which of course brings the screen higher up to the level of the silver bezel. That said, there's no creaking, no squishy feeling, nothing. Feels solid to me. I ran a few intensive apps for a bit and felt the tablet heat up a little, but so far I haven't felt any adhesive unlatch. In fact, I've never personally seen a Nexus 7 with any sort of clicking or squishiness. If they've been raised or lifted, it's been a solid lift, no degree of movement whatsoever, even after a 4 hour GPS run in a cement building with the unit trying to continually get a lock.
I do have to wonder something. If I was not as pushy as I was, or if I did not spout my awareness of the left side screen issue that hit some of these devices... if I would have gotten the same service. I wonder if I had not called in several times if my turn around time would have been longer. That being said, there's a lot of questions on the table, and there was a decent amount of verbal pushing I had to do over the phone which I'm sure helped make this situation end as seamlessly as it did. I urge all of you who have legitimate screen crack cases (if your tablet fell down the stairs or similar, this of course wouldn't be classified as legitimate) to make sure ASUS knows you're aware of the issue, and that you will not be paying for the repair. You can be stone cold firm without being belligerent or disrespectful. I don't think those of you who had unexplainable screen cracks should back down.
TL : DR
Call 1 to ASUS: Uneventful, RMA set up.
Item shipped to ASUS repair facility.
Call 2 to ASUS: Uneventful, RMA status unchanged. Indicated my awareness of the screen lift issue as well as my frustration.
Call 3 to ASUS: Ripped the rep a new one due to intolerable demeanor and choice of comments. Indicated my awareness again of the screen lift issue as well as my frustration.
Call 4 to ASUS: Indicated my awareness again of the screen lift issue as well as my frustration. Rep was exceptional to talk to and understood my frustrations without sounding fake. Indicated the notes on my account were solid.
Hours later, email received. RMA processed, N7 repaired, shipped back.
Thursday, received unit. Very slight screen lift still apparent, but very very minimal. No squishiness, clicking, creaking, nothing. Seems solid. Very satisfied with unit.
Overall satisfaction: 8/10
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Click to collapse
Asus REPLACED my cracked-screen Nexus 7 under warranty!
I'm a UK Nexus 7 user and I bought my 16gb Nexus in October. Straight away I equipped it with a screen protector and a silicon skin - I baby my electronic stuff.
A few weeks later I noticed the left hand side of the screen protruded a little from the bezel whereas top, bottom and right were flush. It creaked a bit too. I pressed it down with my thumb... well you know what happened, right? The superhuman strength in my left thumb cracked the screen in a semicircular pattern from the centre of the left edge of the screen - internally. The surface was unbroken.
That's when I read about the problem online and took the back of the Nexus off to check the screws. On the right side, all screws were present and correct. On the left, two were missing and the remainder were loose - screwed in about halfway. My model was a C8.
Took it back where I bought it... an electrical goods chain that had just entered administration. Great. They gave me a direct number for Asus, and without much hope, I called them up on November 5th and explained the situation. The Asus UK rep was polite and helpful and told me an RMA would be issued. Sure enough, it was e-mailed to me later that day. The next day I was issued with a pick-up time for the carrier. My busted Nexus was taking a trip to Asus in the Netherlands.
It was picked up on time on November 7th and I waited in trepidation to see whether Asus was going to try and charge me for repair, at which point I would have to argue my case of improper assembly, backed up by all the useful info from you guys on this forum...
I heard nothing more from Asus, but two days later on November 9th I got an e-mail from FedEx, telling me they were shipping an item to me on behalf of Asus, and it was slated for delivery on the 11th. Had Asus simply returned my busted Nexus untouched? Well, it was the weekend, so I couldn't find anything out.
On the 11th I received the package via FedEx. Guess what? It was a new, sealed-in-box Nexus 7 - a C7 this time. First thing I did was take the back off to check the screws. They were all there, though two were slightly loose. Screen alignment looked fine. Some documentation verified there was no charge to be levied. I couldn't believe it. I'd had the Nexus replaced with no argument within a week! After reading other people's experiences, I had expected some confrontation.
I just received an e-mail from Asus requesting feedback on the repair process. I was glad to give credit where credit was due, and I'm telling you folks about it because usually it's only the people who have a major complaint who post about it. I would certainly be here griping about it if Asus had told me to take a hike, but in this case I think they deserve some kudos. So, if you have a problem with a cracked screen, I'm here to tell you that Asus did the right thing for me. Don't give up hope!
Glad to see your succes
My n7's screen cracked while is was in my pocket, the cracks seems to come from the 3,5mm jack, so my headphones must have broken it somehow...
Hey peeps I've had my nexus 7 for about 2 weeks now and having no issues (touch wood). Hence the topic does any else wonder about the longevity, I.e speaker blows or screen bleed suddenly appears.
Sent from my Nexus 7 using xda premium
androidkid311 said:
Hey peeps I've had my nexus 7 for about 2 weeks now and having no issues (touch wood). Hence the topic does any else wonder about the longevity, I.e speaker blows or screen bleed suddenly appears.
Sent from my Nexus 7 using xda premium
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The likely hood (unless you have a defective nexus 7) is that you will get a new device before the nexus 7 stops working well.
I personally think this device is well built enough to easily last 5+ years, maybe even 10. I can't see why not if it's treated well.
Keydogg1 said:
I personally think this device is well built enough to easily last 5+ years, maybe even 10. I can't see why not if it's treated well.
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5 years!!! Lol. I dunno people seem to develop issues down the line but maybe they were bad units... :-/
Sent from my Nexus 7 using xda premium
androidkid311 said:
5 years!!! Lol. I dunno people seem to develop issues down the line but maybe they were bad units... :-/
Sent from my Nexus 7 using xda premium
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I have never known any electrical appliance that has never had any units that have had faults, it's impossible. Truth it it's luck of the draw with any manufacturer but it's usually the minority (and in this case it is). My friend bought the same TV as me at the same time, his died within 6 months (and he got a replacement under warranty), mine's still going strong after 3 years. Providing you haven't got "a bad one" there's no reason it can't go 5 years plus, my (built myself) PC is 5 years old and it's been overclocked to death since the day it was built - that's still going strong!
Depends on the unit. Some will go bad within 30 days, some will go bad within a year.
Unless there is a design flaw, most faults with electronics tend to happen early on in my experience (ie. few weeks to a month)
Seeing as Asus does release most tablets with some design flaws (off the top of my head TF201 with wifi/gps issues, and the Nexus 7 screen lift)
I've seen about 6-7 Nexus 7s so far with screen lift, all in the same spot and about the same amount. So the longevity would be based on whether that design flaw is cosmetic, or could effect the screens durability.
IMO, it WILL affect the screen down the road and lead to a weakened screen with your screen eventually cracking.
(Anyone who says they don't have screen lift, either it hasn't developed yet or are extremely lucky)
145ty said:
Depends on the unit. Some will go bad within 30 days, some will go bad within a year.
Unless there is a design flaw, most faults with electronics tend to happen early on in my experience (ie. few weeks to a month)
Seeing as Asus does release most tablets with some design flaws (off the top of my head TF201 with wifi/gps issues, and the Nexus 7 screen lift)
I've seen about 6-7 Nexus 7s so far with screen lift, all in the same spot and about the same amount. So the longevity would be based on whether that design flaw is cosmetic, or could effect the screens durability.
IMO, it WILL affect the screen down the road and lead to a weakened screen with your screen eventually cracking.
(Anyone who says they don't have screen lift, either it hasn't developed yet or are extremely lucky)
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I'm pretty sure the screen lift issue was fixed in the latest batch. I just RMA'd mine and this new one has no screen lift.
Sent from my Nexus 7 using Tapatalk HD
androidkid311 said:
Hey peeps I've had my nexus 7 for about 2 weeks now and having no issues (touch wood). Hence the topic does any else wonder about the longevity, I.e speaker blows or screen bleed suddenly appears.
Sent from my Nexus 7 using xda premium
Click to expand...
Click to collapse
did u just touch your wood ?
frobthebuilder said:
I'm pretty sure the screen lift issue was fixed in the latest batch. I just RMA'd mine and this new one has no screen lift.
Sent from my Nexus 7 using Tapatalk HD
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Got mine beginning of December when I caught it available on play store for the 30 mins it was in stock.
Its perfect. No lift.
Sent from my Nexus 7
Think screen lift is a thing of the past. My first one had it bad (from the original batch of 16gb units). This 32gb unit is flawless as is the other four I've seen.
Sent from my Nexus 7 using Tapatalk HD
It's my opinion unless Asus has fixed the speaker problem, ANY Nexus 7's speakers will eventually 'blow out' and rattle incessantly. My left speaker has done it three times and my right speaker once, and I don't play movies, loud games, etc.. It's apparently done it from notifications every time.
They pop back down, but it'll just happen again. As for the rest, the battery will wear out at some point, depending upon how well you treat it, most likely it would carry a reasonable amount of charge for 3-4 years. If you heavily discharge and recharge it every day, less time.. Hot environment, less time, etc...
Screen bleed I've never heard of except for screen detects in manufacturing, never heard of it happening while in use.
khaytsus said:
It's my opinion unless Asus has fixed the speaker problem, ANY Nexus 7's speakers will eventually 'blow out' and rattle incessantly. My left speaker has done it three times and my right speaker once, and I don't play movies, loud games, etc.. It's apparently done it from notifications every time.
They pop back down, but it'll just happen again. As for the rest, the battery will wear out at some point, depending upon how well you treat it, most likely it would carry a reasonable amount of charge for 3-4 years. If you heavily discharge and recharge it every day, less time.. Hot environment, less time, etc...
Screen bleed I've never heard of except for screen detects in manufacturing, never heard of it happening while in use.
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The main one that I'm worried about is the speakers. I don't use them for music but for games and notifications and that. :-/
Sent from my Nexus 7 using xda premium
As popular as this device has become I can see it being around for a few years with no problems. I'm sure any parts that may end up being common replacement parts will start popping up for cheap on amazon. My speakers are working great, and I use them extensively for games, movies, and YouTube. I see no reason they shouldn't last a few years themselves, but if for some reason they don't there's always headphones/portable speakers.
I'm very happy with my little tablet and full intend on using it for a good 2-3 years, longevity is part of the reason I got it. Once my Toshiba laptop died (HDD failure), after a year and a half of usage, I replaced it with a more modern Asus. Wouldn't you know the Asus suffered HDD failure after a year, right out of warranty. This time since my laptop is still running up to date hardware I chose to fix, ended up costing $250 after ordering recovery discs, 500GB HDD, and 8 gigs of RAM ( which I didn't need after all, the guy testing my laptop was an idiot). So I decided to use my 7 for everyday light duty in the hopes I'll actually be able to get a few years out of my laptop this time around.
Sent from my Nexus 7 using xda premium
A device will last as long as you take care of it.
Be careful with it, act as its a very prized possession (I know mine is)
Cases are your friend,(high quality ones at least) and will give your device a longer life(usually)
Sent from my Nexus 7 using xda app-developers app
I have the 32GB wifi model
When it first arrive, its perfect, but after playing some intense 3D games... I notice my screen lifted... 0.1mm
I think its because of the heat it generates when gaming...
Now, I only use N7 for reading and some light gaming.
*Using cases that has a lock on cover, so when you close the cover after every use, especially gaming, the cover will apply pressure to the screen.
Its will stop the screen lift from going worse.
http://store.greatshield.com/product_p/gs70427.htm
Amazon is much cheaper, I just post this link, as its from their official store.
Got my 16GB model in September last year and the screen cracked taking the digitizer with it last week. No, I didn't drop it, yes it was in a leather case. I've looked after it but the screen just shattered. Asus Warranty doesn't cover the screen apparently so the durability on mine was laughable. I won't be buying another.
booce said:
Got my 16GB model in September last year and the screen cracked taking the digitizer with it last week. No, I didn't drop it, yes it was in a leather case. I've looked after it but the screen just shattered. Asus Warranty doesn't cover the screen apparently so the durability on mine was laughable. I won't be buying another.
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Click to collapse
There's an example of what I mean :-/. However I think that's when the 1st batches were released still I'm not justifying what happened.
Sent from my Nexus 7 using xda premium
I don't think these will last longer then a couple years by then there will be cheaper and faster tablets. Sure they will still work but it will be like using that first Android Phone you got that is sitting in your sock drawer
Sign up to Dropbox using my signature and we both get an extra 500megs free http://db.tt/YZjXmjTT
I've been having some display issues with my nexus 6 (Yellow tint, Burn in). I have only had it for about 2 weeks so I decided to RMA it through Motorola, However I am concerned because it has a couple deep scratches that randomly showed up today and someone knocked over a glass of water and it was on the same table, it got water on it for 1-2 seconds before I could grab it and dry it off, it was mostly on the back. I can't seem to find any info on Motorola's RMA guidelines.
Should I be worried?
HatedOnXBL said:
I've been having some display issues with my nexus 6 (Yellow tint, Burn in). I have only had it for about 2 weeks so I decided to RMA it through Motorola, However I am concerned because it has a couple deep scratches that randomly showed up today and someone knocked over a glass of water and it was on the same table, it got water on it for 1-2 seconds before I could grab it and dry it off, it was mostly on the back. I can't seem to find any info on Motorola's RMA guidelines.
Should I be worried?
Click to expand...
Click to collapse
About all you can do is send it in and hope for the best. I suppose if you were up to it you could take it all apart and check inside for water, not something I'd do myself though.
Not 100% on the scratches either, but if it's going back to a defect those shouldn't weigh into it too much.
Course I don't know for sure, just speculating. Wish you the best of luck.
Phones are water resistant, don't worry.
Anyone know how long the RMA will take? I have to send both of mine back. One has connectivity issues. The other reboots a lot.
Depends on what type of RMA my phone was less than 15 days old so they did the advanced RMA they send you the phone first then you have 10 days to send your phone.
Sent from my Nexus 6 using XDA Free mobile app
I filled out my RMA's last week for Advanced RMA for both phones.
I think it said ~4 days from the time the RMA is filed. If you want to you can track it using your RMA code on the Motorola website.
Random question, does anybody know where the water trip sticker is on the nexus 6?
HatedOnXBL said:
I think it said ~4 days from the time the RMA is filed. If you want to you can track it using your RMA code on the Motorola website.
Random question, does anybody know where the water trip sticker is on the nexus 6?
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Click to collapse
Check I fix it and look at their tear down. Also there is almost always one in the headphone jack.
I looked at the teardown and can't seem to find any stickers but looking in the headphone jack it's still white. I should be okay to RMA
Thanks for all the help!
Has anyone noticed spotted marks on the rear of their nexus 6? Now have my third replacement from Amazon UK because of this.
Could you post some photo?
{Nexus 6 - Tapatalk}
mouse100 said:
Could you post some photo?
{Nexus 6 - Tapatalk}
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Very hard to get a photo but i have managed take a look, i have tried scrubbing the marks off but no luck they are like stains. Each replacement the same, one or two blodges of this stain.
Yep, my brand new CW 64GB had almost the exact same spots in the exact same place on the back from day 1, I noticed it right away.
mine had one left of the dimple, really small. but I didn't mind about just one small mark (although a little annoyed) as I was putting a dbrand skin over it
Its a problem during manufacturing. I had one that didn't bother me as I use a case, but it also had a screen issue the RMA I got does not have them.
Don't have this issue .
I asked you for some photos because I noticed this issue the day you started this thread. I have one of this mark on the top corner and I use the phone always with a rear case from the first day. I tried to clean it with some alcohol . Now it's better but still visible.
{Nexus 6 - Tapatalk}
https://www.reddit.com/r/nexus6/comments/2n8hhj/do_i_complain_anyone_else_have_marks_on_the_back/
Guys thank you so much for posting, sorry for the delay currently in New York for a holiday. I'm glad some haven't had the issue. The last link is really useful thanks for this. I have now RMA'd for a 4th Nexus 6 lol
Sent from my Nexus 5 using XDA Free mobile app
I'm probably a little late to the party, but I just bought my N6 from Amazon on the 17th. It arrived on the 20th. I can't remember if it had any marks, but I don't believe it did (I checked it prior to returning it). I returned it because I thought the widespread bluetooth audio issue was defect with my device (turns out I was wrong). My replacement came in, same problems, though at this point I learned it was a common problem with lollipop. However, this one had two very tiny blemishes. They look like grease marks, or scuffs, or wet marks...but they wouldn't come out. I replaced that one with the phone I just got tonight. This one has an even LARGER scuff mark. Amazon offered to give me 20% back on the phone, and I accepted...but this is bothering me terribly. For all of you who RMA'd, were you successful in getting back a flawless unit? I'm thinking about calling Motorola in the morning and seeing if RMAing will result in a new device and if I will be able to keep the remainder of my 1 year warranty. AT&T is shady if I go through them. Last year I RMA'd a brand new device about 30 days into ownership and they told me that since I have a replacement device, my warranty was cut to 90 days for that device. I don't feel like dealing with that headache again.