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ASUS - Asus, Nexus 7, Google
Posted on Friday, March 14th, 2014 at 5:10am CDT by 6156e5f8
Product: Asus Nexus 7
Location: 4051 N. Hwy 121, Suite 100
Grapevine, TX 76051
GRAPEVINE, TX, 76051, US
Category: Consumer Electronics
To Whom It May Concern,
I received a 32 gig Nexus 7 for Christmas of 2013. Due to weather delays and so forth, gifts were not actually exchanged until
16 Jan. 2014. At that time I discovered the Nexus 7 ( 32 gig ) had 20 plus dead pixels, the corner was lifted on one side of the glass, and it would not connect to the internet.
I contacted Google support, whom informed me that because it was more than 30 days from date of purchase, I would need to pay $300, they would send me a new unit, and would refund my $300 when they received the defective one. My other option was to send it directly to Asus Service Center, after calling and receiving an RMA, which I did. I sent the unit to Asus on 23 Jan 2014.
On 5 Feb 2014 I received a replacement unit. It proved to be defective: after more than two hours spent on the phone with technical support attempting to get the unit to connect via bluetooth, the Google Tech decided that it was a "known hardware issue affecting a small percentage of units". I had to send the unit back to Asus.
Since I was in the process of moving from WI to OR ( the reason for the tablet was to use on the trip to stay in touch via skype, etc .. ), I waited until getting to Oregon before calling Asus. On 20 Feb I contacted Asus. Asus said that they could not locate the file ( despite having my address, email and phone number, RMA, etc ), and a new case would have to be opened, especially since I had a new address. I was told their computers were down ( always a good sign with a computer manufacturer! ), and I would have to call back the next day.
On 21 Feb 2014 I called Asus. At one point the customer service rep hung up on me after saying they "couldn't understand no damn stuttering retard". ( yes, I have a speech disability: I stutter ).
I called back and requested a supervisor. After over 40 minutes on hold, someone claiming to be a supervisor came on the line. I attempted to explain the situation, only to be told that I " was a liar", and " Google never said it was a hardware issue". Obviously offended, I requested to speak to someone higher up. The reply was that " No one could understand or believe you anyway", and was hung up on. Again.
I called back and, long story short, was issued a new claim and RMA number ( USG7XXXXXXX ).
I sent the item out for the second time at my expense ( $17.80. Again ) I was so angry and frustrated I created the email address " asussucks@XXXXX" for the purposes of the RMA
On 14 March 2014 I received another replacement unit: I opened the package, put on a screen protector, and attempted t connect the device via bluetooth : not working.
Called Google Tech Support. The gentleman had me go through various diagnostics for about 30 min., then asked me to read the enclosed slip from the return. When I did so he said " No wonder! they just reflashed! That was pointless, this is a hardware issue! They know that!" I was told it was , again , defective, and would have to be returned to Asus.
I called Asus and, after two phone calls, over an hour and much frustration, the supervisor I talked with agreed to provide a free shipping label, but told me flat out " with that email address, you are going to get a defective unit back every time"
I was stunned, and asked him " Seriously? Would you repeat that, I am not certain I heard you correctly" He declined.
I sent the Nexus 7 ( 32 gig ) back today via Fedex. Asus paid the shipping.
So, at this point I have a Christmas gift that:
I have not been able to use, and it is nearly Easter
Has cost me over eight hours on the phone
nearly $40.00 in shipping
a case, three screen savers, stylus and related mic. accessories bought at time of purchase totaling over $80.00
Tremendous stress on the relationship between myself and the person that bought it.
Been returned THREE times, and told flat out I can expect more of the same.
At this point, I would very much like nothing more than to get the original purchaser a refund: I want absolutely nothing to do with Nexus, or ANY Asus product. Since Asus has made clear that is NOT an option, do you folks have any ideas how I can actually get a working unit?
Seriously, at this point I wish I had never HEARD of Asus!
Thank you for any idea(s) you might have.