Ordered an NC and received it last night. I opened it and found smudges on the screen as if someone tried cleaning it, and there were a few flakes of glitter around the casing. WTF, isn't selling returns/refurbs as new illegal? On top of that the back squeaks and there are a couple of specks of dust behind the glass but on top of the LCD.
I haven't, but I purchased it in store. Not sure if it's illegal or not, but definitely not a good practice.
Sirchuk said:
I haven't, but I purchased it in store. Not sure if it's illegal or not, but definitely not a good practice.
Click to expand...
Click to collapse
im 99% sure its based off the reasoning.
IE
if they're knowingly doing it, then it is.
if it was a return or something that someone accepted as new because they were an idiot, I think its legal
Well, it's going back for an exchange since I can't stand the case creaking.
mslug said:
Well, it's going back for an exchange since I can't stand the case creaking.
Click to expand...
Click to collapse
Yeah, one of my gripes for the one I have. I decided I'm going to return it on my way home from work tonight. I might change my mind later and buy another, but for now I would rather just put the money towards something a little faster.
mslug said:
Ordered an NC and received it last night. I opened it and found smudges on the screen as if someone tried cleaning it, and there were a few flakes of glitter around the casing. WTF, isn't selling returns/refurbs as new illegal? On top of that the back squeaks and there are a couple of specks of dust behind the glass but on top of the LCD.
Click to expand...
Click to collapse
Hope you don't mind me asking, but:
Where did you buy it?
I was thinking of getting myself one tomorrow at BB...
Too bad I can't take the tegra2 from my viewsonic and stick it into the nc.
Sent from my LogicPD Zoom2 using Tapatalk
Got mine from bn.com
Sent from my LogicPD Zoom2 using Tapatalk
Does B&N charge a percentage of the purchase price when returning the NookColor?
Sirchuk said:
Yeah, one of my gripes for the one I have. I decided I'm going to return it on my way home from work tonight. I might change my mind later and buy another, but for now I would rather just put the money towards something a little faster.
Click to expand...
Click to collapse
mslug said:
Ordered an NC and received it last night. I opened it and found smudges on the screen as if someone tried cleaning it, and there were a few flakes of glitter around the casing. WTF, isn't selling returns/refurbs as new illegal? On top of that the back squeaks and there are a couple of specks of dust behind the glass but on top of the LCD.
Click to expand...
Click to collapse
I bought mine in the store in Portland and it had smudges on the screen too. I also found that when the power in connected it freaks out like a thousand fingers are touching it all at once. it starts typing and opening and closing books all kinds of crazy. I took mine back when I got home (Spokane, WA) and exchanged it, though doing so wasn't that easy, here's were it gets fun...
I saw an employee cleaning up books and I ask who I could talk to about my nook, she said "the guy up there", indicating the nook display, and I restated my requested adding that mine was purchased the same day and was broken, she then directed me to the same guy and suggested he might be "able to do something". I guess she thought it was ok that I was sold a defective product and they could make it work for me.... so I start talking to the guy and he makes it sound like I'm asking him to break the law so I can exchange it, at this time the woman walks up again and listens for a minute and after explaining for the third time what was happening and stating that I just purchased it that day, the woman says "did you buy the warranty?"..... I gave her my best, are you an idiot, look and said again... I just bought it today.. so the guy reluctantly decides to exchange the nook for me and we go up to the register, he then gets a manager to put in some numbers so he can exchange it, but because I purchased it the same day they needed the GM/store manager/something important (i guess) to approve the "same day, different store" transaction... Now I'm getting frustrated because I have to wait and wait and wait finally this person comes around the corner and who is it????? THE FIRST PERSON I SPOKE TO WHEN I WALK IN TO THE STORE!!!!
Bought a N7 two days ago, got home and charged it and it had a defect, not from the factory, but from Walmart. The screen had some damage towards the top like too much pressure had been applied there. It didn't go away and I exchanged it for another. I took that one home and started it up and the LCD panel on it was shattered, not the outer glass. They both had slight screen lift but that didn't bother me as I believe it could be fixed. Also they were both C70's. It's just got me discouraged and pretty mad. Both boxes were damaged somewhat so that's why I think its Walmarts fault. But anyway I'll replace this one this week sometime and report back.
Sent from my SGT 10.1 ICS
leviwhite9 said:
Bought a N7 two days ago, got home and charged it and it had a defect, not from the factory, but from Walmart. The screen had some damage towards the top like too much pressure had been applied there. It didn't go away and I exchanged it for another. I took that one home and started it up and the LCD panel on it was shattered, not the outer glass. They both had slight screen lift but that didn't bother me as I believe it could be fixed. Also they were both C70's. It's just got me discouraged and pretty mad. Both boxes were damaged somewhat so that's why I think its Walmarts fault. But anyway I'll replace this one this week sometime and report back.
Sent from my SGT 10.1 ICS
Click to expand...
Click to collapse
Yeahhhh that definitely sounds like a Wal-Mart issue there... especially considering the damaged boxes and all. Do you have pictures of the boxes? I'm curious as to what condition they were in that they A) thought it was okay to put on the shelf and B) thought they were decent enough to not even warrant opening the box to make sure... unless it's somehow against Wal-Mart policy to open items to verify they're okay? (wouldn't be entirely surprising now that I think about it)
There's not much room to play for the Nexus 7 inside the factory box. They're pretty clean cut with minimal wasted/open space. Any semi decent hits it would take, especially on the top portion, might be substantially detrimental to the tablet itself.
I did 5 exchanges at various Walmarts and they were all C8O's. I was stubborn and looking for one without and screen separation. I gave up on that mission and realize they all gonna be coming with slight screen separation. But I did manage to find 2 with minor issues. I would avoid the C7O build. Only reason being its a older build.
Sent from my SPH-L710 using xda premium
[/COLOR]Although am praying at the same time coz i too ordered the nexus 7.. but its from Dubai as i stay in qatar..if thats defective you can say am royally screwed
Sent from my GT-I9100 using xda app-developers app
JaSauders said:
Yeahhhh that definitely sounds like a Wal-Mart issue there... especially considering the damaged boxes and all. Do you have pictures of the boxes? I'm curious as to what condition they were in that they A) thought it was okay to put on the shelf and B) thought they were decent enough to not even warrant opening the box to make sure... unless it's somehow against Wal-Mart policy to open items to verify they're okay? (wouldn't be entirely surprising now that I think about it)
There's not much room to play for the Nexus 7 inside the factory box. They're pretty clean cut with minimal wasted/open space. Any semi decent hits it would take, especially on the top portion, might be substantially detrimental to the tablet itself.
Click to expand...
Click to collapse
Yeah, I blame Walmart. I don't have pics of the box but i do of the devices (Cant post now tho) The boxes were mainly damaged on the back and sides. I'll post pics later tonight hopefully.
shook187 said:
I did 5 exchanges at various Walmarts and they were all C8O's. I was stubborn and looking for one without and screen separation. I gave up on that mission and realize they all gonna be coming with slight screen separation. But I did manage to find 2 with minor issues. I would avoid the C7O build. Only reason being its a older build.
Sent from my SPH-L710 using xda premium
Click to expand...
Click to collapse
I'm hoping they get some C90's soon as I took the last two they had. The screen separation doesn't bother me a lot if its miniscule.
hooligan007 said:
Cool story brooaa
Alwaya wanted to say cool story brooaaaa...
Sent from my GT-I9100 using xda app-developers app
---------- Post added at 02:34 PM ---------- Previous post was at 02:32 PM ----------
Although am praying at the same time coz i too ordered the nexus 7.. but its from Dubai as i stay in qatar..if thats defective you can say am royally screwed
Sent from my GT-I9100 using xda app-developers app
Click to expand...
Click to collapse
Not to try and be rude but I'm so glad I live in the U.S.
Pics finally!
So heres the first N7 with slight, useable damage. http://db.tt/6IjqNLFk that one was useable but not desirable. My next nexus 7, http://db.tt/zmJtkAaN was not in any way useable, the LCD and touch was broken. Here's the box of #2 http://db.tt/7eIhS4TZ http://db.tt/IYtNHeDp http://db.tt/nboEqNKa http://db.tt/j6b6XMjI There's the pics, they aren't the best but maybe they'll work, also sorry about the grammar and punctuation, I'm in a hurry.
JaSauders said:
Yeahhhh that definitely sounds like a Wal-Mart issue there... especially considering the damaged boxes and all. Do you have pictures of the boxes? I'm curious as to what condition they were in that they A) thought it was okay to put on the shelf and B) thought they were decent enough to not even warrant opening the box to make sure... unless it's somehow against Wal-Mart policy to open items to verify they're okay? (wouldn't be entirely surprising now that I think about it)
There's not much room to play for the Nexus 7 inside the factory box. They're pretty clean cut with minimal wasted/open space. Any semi decent hits it would take, especially on the top portion, might be substantially detrimental to the tablet itself.
Click to expand...
Click to collapse
I've got a few pics up now.
Good luck with #3! It took me 7! (C6,C7,C7,C7,C8,C8, and now C8..you can see how messed up my account page is now LOL) to get one I was happy with, defect free. I've seen it all now, defective batteries, dead pixels, dust under the screen, screen separation on the left. All of mine have been from Gamestop.
Also you might want to give this thread a look, if you ever need to use VIP for an RMA it's actually an "O" as shook wrote it, not a zero :good:
NeoMagus said:
Good luck with #3! It took me 7! (C6,C7,C7,C7,C8,C8, and now C8..you can see how messed up my account page is now LOL) to get one I was happy with, defect free. I've seen it all now, defective batteries, dead pixels, dust under the screen, screen separation on the left. All of mine have been from Gamestop.
Also you might want to give this thread a look, if you ever need to use VIP for an RMA it's actually an "O" as shook wrote it, not a zero :good:
Click to expand...
Click to collapse
Thanks. I should have a new one Friday. Wow, that really sucks.
Just an update.
Returned my N7 and got another. It's a C80, so far no problems other than minor screen lift. Will update after a few days.
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..
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
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
Click to expand...
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
Click to expand...
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
Click to expand...
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
Click to expand...
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...
Damage is done. Figured I may take this "opportunity" to try another device. Obviously unlockable bootloader is required. I'll dig around on some of the other forums, but wanted to ask here if anyone has experience with the Moto X Pure or Nexus 5X? Those are the two that have peaked my interest so far. Thanks for any beta you can provide.
The Nexus will be more frequently updated than the Motorola device. However, other than the screen being an IPS LCD, the X Pure I feel is the better device all around.
i would suggest you get this..
http://www.amazon.com/Enfain-Wrist-...F8&qid=1462818858&sr=8-1&keywords=wrist+strap
pr0ndigy said:
i would suggest you get this..
http://www.amazon.com/Enfain-Wrist-...F8&qid=1462818858&sr=8-1&keywords=wrist+strap
Click to expand...
Click to collapse
Lol i was going to do the same joke
From my personal story i dropped my n6 one time doing my cardio jumping rope
Phone's screen just fall right on the floor tile... I immediately check
Camera ok, screen ok etc...
1 day after ive finally see that the top bar speaker, you know the little plastic thing, was pushed. So pushed that now the top bar speaker is nearly at the same level of the frame... And led still works
I think the ringke Max cover saved my screen and I'm loving much more my n6 and his scars.
Ps: I've by a Bluetooth headset after that
Thank you I've you read this entirely
bigtimejdub said:
Damage is done. Figured I may take this "opportunity" to try another device. Obviously unlockable bootloader is required. I'll dig around on some of the other forums, but wanted to ask here if anyone has experience with the Moto X Pure or Nexus 5X? Those are the two that have peaked my interest so far. Thanks for any beta you can provide.
Click to expand...
Click to collapse
I would go with a 5x. I have had both and I currently use the 5x. It is a great device and I would recommend it to anyone. With a good custom ROM its bullet proof. Unless you drop it of course lol.
MellowRoms for the Nexus 6 and 5x has moved to Facebook
https://www.facebook.com/groups/212715385759035/
pr0ndigy said:
i would suggest you get this..
http://www.amazon.com/Enfain-Wrist-...F8&qid=1462818858&sr=8-1&keywords=wrist+strap
Click to expand...
Click to collapse
Yeah, I need something like that. I've actually cracked the screen 3 times. All of which were during periods I had the case off. Took if off to clean and lost a couple of the buttons in the case and just hadn't gotten around to ordering one.
So anyway, I just went ahead and ordered the Moto X Pure. I'll fix the N6 and maybe sell it to get a 5x too. Thanks for the feedback.
I just dropped my nexus 6, only 1/3 of the screen is lit and there's just a bunch of lines. I don't have enough money to buy a phone with equal specs. So how hard is it to replace the digitizer?
Sent from my SAMSUNG-SM-G530AZ using XDA-Developers mobile app
If you had a bad digitizer, your display would still function but touch inputs wouldn't register properly if at all. The AMOLED display is what is wrong with your device. Since digitizer and display are fused together, replacing the complete assembly is actually rather easy. However, replacement screens are not cheap. In fact, they aren't much less expensive than sending the Nexus in to Motorola and having them replace the screen for $175.
I'd like to chime in and make a suggestion.
Forearm curls.
This should help increase your grip so it won't be so easy to drop the phone.
Granted, it's an "over time solution". However, it should save some money in the long-run from lost/damaged phones.
That, or just superglue it to your palm.
Nitro1max1 said:
I just dropped my nexus 6, only 1/3 of the screen is lit and there's just a bunch of lines. I don't have enough money to buy a phone with equal specs. So how hard is it to replace the digitizer?
Sent from my SAMSUNG-SM-G530AZ using XDA-Developers mobile app
Click to expand...
Click to collapse
It is quite easy to replace. There are plenty of video's on Youtube that show you how it works.
I bought a digitizer two month ago via Amazon. Had to release ~26 screws. Most sensitive part was to detach the connectors (very fragile!).
It went quite ok and I am now very happy with a full functional Nexus 6.
The digitizer did cost me $160,-. Quite some money, but better than a new investment in a brand new phone (A-brand).
pinibo said:
It is quite easy to replace. There are plenty of video's on Youtube that show you how it works.
I bought a digitizer two month ago via Amazon. Had to release ~26 screws. Most sensitive part was to detach the connectors (very fragile!).
It went quite ok and I am now very happy with a full functional Nexus 6.
The digitizer did cost me $160,-. Quite some money, but better than a new investment in a brand new phone (A-brand).
Click to expand...
Click to collapse
I've repaired some phones in my time, but never in a phone that was pressed together with clips. I wasn't about to spend that money and possibly screw up. I went ahead and bought a HTC Desire Eye for $120. Maybe some day I'll fix the Nexus but no today
Sent from my GT-I9500 using XDA-Developers mobile app
I broke one of these and I feel your pain. I ended up just buying another from Amazon and left the broken one in my drawer. If this other one manages to break I'll probably grab a 5x or something budget. I can't be bothered to pay $175 for the repair when Moto has awful customer support now and the phone is only worth about 200 total.