Jun 1, 2012

Do not RMA your Asus tablet in EU. A terrible experience.

Cerchi la versione in italiano?

I love recent Asus Android tablets. Even if they are not the cheapest, they possess terrific hardware characteristics.
I decided to work hard and spare 716,80€ for the Transformer Prime TF201 (32GB model) and the corresponding dock. I bought it online on 2012-03-20. Although the GPS and the WiFi connections are not the best, I was a lot satisfied with the product itself.
Unfortunately, about two weeks after the purchase, two issues appeared:

  1. A detachment of the protective rubber that surrounds the LCD glass. Sorry, I don’t know the right English name for this, but this picture describes it more than all the words I could find.
  2. A completely random drain of the dock’s battery when the tablet was docked and turned off. It could happen twice a day or not happening for 5 days.

I’ve never dropped the tablet, nor it has ever fallen. As a student, 716,80€ are quite a lot of money and you surely know how much as a treasure I treated it. I even bought the official cover to protect the glass of the tablet. While I recognize that the first issue may happen just by using the tablet, I find outrageous that it happens after two weeks of usage. Regarding the second issue, well, I suspect of a firmware bug or something related to the dock circuits about the battery. Besides these two issues, the tablet was new and spotless.

Even if reluctant, I RMA’d the tablet and the dock, after I was reassured by Asus Italy customer service. They would have checked both the problems. Of course I tried to detail as much as possible the two issues. I even sent them that picture. Asus has a EU repair center located in Brno, Czech Republic. They received it on 2012-04-20.
On 2012-04-23, the tablet appeared in the Repair Status Inquiry page of Asus. The status of the repairment was “Repairing”.
Suddenly, around 2012-05-07, the status changed to “Waiting-[WF4] Wait for Customer Confirmation-CID\OOW”. Strictly speaking, it means “it was customer’s fault. He has to pay”. The billing proposal that I received was both awful and suspecting.

The repair center wants me to pay 204,60€. Yes, there are no mistakes. For a rubber detachment and a random drain of the battery, they want me to pay 204,60€. I had to options: either accept the proposal or refuse it and pay fixed costs (I think 35,00€ plus shipments). I chose the third option: to complain to Asus Italy customer service about a suspect of cheating.
Guess what, besides the doubt of CID, the following are the two components that they want to substitute:


That is, for a rubber they want to change the whole LCD cover. For a draining battery, the want to change…the keyboard of the dock?!? Even worse, I should pay for everything.

I attach here the payment proposal, so you can see with your own eyes.

After my complain, I received a phone call from Asus Italy. The man on phone assured me that they would have investigate about this issue and call me back with explanations.

As of today, twenty days have passed and nobody contacted me. When I urged them to give me the explanations I was looking for, they reply was: “Dear Customer, you are not forced to accept the proposal.”.

Is this a honest way to treat a customer? I pointed them that the repair service looks suspicious, they do not care about that and just tell me that I can keep the un-repaired item.

This was my personal story with Asus (Italy). I waited more than one month before making it public. Now people must know. I will update this post if something new happens. My personal advice is: if you really want an Asus product in Europe buy it, but avoid to RMA it.

UPDATE: I desired to never come back to this post. However, the number of visits I receive, the numerous e-mails you are sending, and the temporary Google’s first page results when searching for “Asus garanzia” and “Asus garanzia tablet” (related to the post in Italian) bring me to write the sad conclusions of this event.

I decided to give in to this “blackmail” and pay the RMA. The tablet came back really fast. I could not trust Asus anymore. Therefore, I filmed the package opening. The following is the result – I only provide two screenshots:

Wanna play Spot The Difference? Solution: no one. The tablet was returned with the same issues I described. Sure, they changed the components. However, the tablet came back looking exactly like before the RMA.

The worst part of this story? The RMA summary I received.

The RMA summary contains the following alleged statements that I would have communicated:

“Epad broken case and sometimes docking discharge very fast”

I have never told / said such things. The tickets and the phone calls always contained “rubber detachment” and “random battery drain of the dock with tablet turned off” keywords. And I sent them the pictures.

What they report – I do not know if it was written by the customer service or by the repair service – suggests to change the whole tablet “case”. Tablet “case” is a too much generic term. The same holds for “sometimes docking discharge very fast”.

I am sick of this behavior. I a couple of words, I paid 921,4€ for a two weeks usage of the tablet. I received another phone call by Asus shortly after I submitted their “anonymous” customer satisfaction survey in which I commented “SHAME ON YOU”. They invited me to send the tablet back to RMA. I refused and I decided to use the tablet up to when it will self-disassemble itseld because of the usage.

I will never buy an Asus product again.

written by dgraziotin

Dr. Daniel Graziotin received his PhD in computer science, software engineering at the Free University of Bozen-Bolzano, Italy. His research interests include human aspects in empirical software engineering with psychological measurements, Web engineering, and open science. He researches, publishes, and reviews for venues in software engineering, human-computer interaction, and psychology. Daniel is the founder of the psychoempirical software engineering discipline and guidelines. He is associate editor at the Journal of Open Research Software, academic editor at the Research Ideas and Outcomes (RIO) journal, and academic editor at the Open Communications in Computer Science journal. He is the local coordinator of the Italian Open science local group for the Open Knowledge Foundation. He is a member of ACM, SIGSOFT, and IEEE.

  • Andre Aug 9, 2012 Reply


    I have the same problem here. My transformer Prime had a bad fixed Case at the point, where you insert the charge cable or dock. Because of that it began to bend there over and over. I’ve sent it to the repair service of Asus (by the way, their support website is awful one error after an other, they write “max. 600 letters description” and the website blocks already by 150, they write “at least 1 number: SN, RMA” and it doesnt login until you enter 2 of them and so on …)
    First they let me wait with description “Waiting for repair parts (ASUSPC/TF201-1B LCD COVER SUB ASSY) and it should take around 10 days … now after already 20 days of waiting for my tf201 i got same email as you did, where they want me to pay 120€ for repair!!! I called Asus support and described them all the story, the employee told me to wait, because now they have to proove the photos and administration points (to exclude a formal error).

    This is absolutely unacceptable treatment of customers.

  • pcbzic Oct 2, 2012 Reply

    Hi everyone,
    This is my RMA story.

    Every third ASUS laptop is DIFFECTIVE.

    I had a custom Asus gaming laptop G51JX-3DE/G60JX ($2351) from Xoticpc.com. I can’t say I have it because it has already been in the Asus repair station for more than 2 months and I don’t know when I will get it back. My RMA status is still the same: “Waiting-[WB1] Wait for Material/Spare Parts”. I emailed the Asus representative Mr. Tien Phan cl-tien@asus.com and got the response that the issue with my notebook was duplicated, and it was currently at a repair station waiting for the necessary parts to come in.
    Because of that I began to initiate some action and look at what I could dig up.
    If you look at the Asus website you will see that now it only has 2 gaming laptops G75VW (17’) and G55VW (15’), but there were a dozen different models in 2010.
    My friend’s computer market analyst said that the Asus repair station is piled up with defective laptops, transformers, tablets. Almost every third ASUS laptop is DIFFECTIVE.
    Since 2008 Asus started to produce their own laptops in huge amounts, though previously it was focused on the production of motherboard and other components. The range of its products increased in many times. They tried to compete even with Apple (Zenbook, Pads). But the Asus team just can’t compete with Steve Jobs’ team. As a result the quality of Asus products begins to fall dramatically. Asus Customer Service just can’t cope with the avalanche of custom claims.

    Unfortunately, the quality of the motherboards – diamond in Asus crown – became worse compared to what it was before 2010. I built three rigs with Asus motherboards, last one is P6X58D Premium and I am satisfied with their quality. But now days are different.

    Now we need to think seven times before buying an Asus laptop.

    Having every third ASUS laptop DIFFECTIVE is too much.


  • MrKnify Feb 26, 2013 Reply

    This, and the additional isse of faulty repair, the fault being your asus software no longer reads the s/n that you need in order to rma.

  • Mattia Zomer Jan 23, 2014 Reply

    Bought a Nexus 7 2013 last November. After two weeks both cameras stopped working.
    Hardware problem, I can prove it. RMA to Brno on Jan 8th. Tablet back on Jan 21 with exactly the same identical problem. The Repair report was incomplete, with no name of the engineer who should have fixed it, and no indication whatsoever about what was wrong and what has been done. A very angry phone call to the hotline followed, along with a very angry mail to tablet_it@asus.com (guess what, no answer). Tablet on its way again today. They have a choice: fix it or pay dhl 4 times a month for the rest of the year, because I’m not giving up. I am very disappointed, to say the least.

  • Erik Somer Dec 16, 2014 Reply

    I have a similar experience. After 2 weeks use my Asus Nexus 7 had a black out without any external influence. The battery was full loaded. I called Asus support and got a completely useless response. When I asked for a better support, they sent me an RMA form. The tablet was sent to Brno and came back after a few days. It was OK, but all data erased. It worked OK for about a month but two weeks ago I could not get any WIFI access, even if router and other things were OK and even if I had used the proper password for accessing WIFI. I repeated the procedure many times. Every time the WIFI connection was OK for less than a minute and then shut of automatically. I asked for support and got some kind of standard answer, which could not be applied to my tablet. I asked for improved support and got again a completely useless response. I once more asked for proper support and was sent an RMA form. The tablet was again sent to Brno. After one week I asked for repair status. The response was that the repair was finished, No troubles found. Wait for Customer acceptance. I have asked Asus why the tablet is not returned. After two days, I was informed that the tablet would be returned. After another day the repair status still says Waiting for Customer accept. However, I have not been asked directly what to accept. I am still waiting and nothing seems to happen. I need the tablet urgently, because I will be away for 3 weeks where I need the tablet, and before that I will again have to install everything.

  • Jacek Jankowski Feb 2, 2015 Reply

    I have a problem with notebook Asus U40SD.
    The front panel (the one you put your wrists on while typing) detached from the body. After it happened I noticed, that it hadn’t been placed correctly – it wasn’t parallel to the body.
    I sent it to Asus Poland. They replied that it’s a “mechanical damage” and the assessment of damage (sic!) will cost 246 PLN. I keep exchaning e-mails with representative of Asus, who doesn’t want to admit nor deny that panel hadn’t been positioned correctly during assembly. Do you know if I can escalate it any higher (regional office of Asus assistance services)?

  • sijo Oct 2, 2016 Reply

    where i can found a asus tab service centre in genova ,italy…my tab is trable in its bord..

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