The ongoing ASUS T91 Tablet Saga
If you missed the previous posts on this, you can go here and here.
The update is that now they are saying that I damaged the screen, so it won’t be covered under warranty.
The screen was fine right before it died on me, it was the wi-fi that went out before I rebooted it. I argued with them, told them I’d had it less than 24 hours and the screen was fine when it died, if it is damaged then they did it, not me. They are “elevating” it (whatever that means) and will get back in contact with me.
I never pay for brand new technology. Ever. I always wait for the price to come down. This was a huge splurge for me. I am very disappointed. And just a tad bit angry.
July 30th, 2009 at 3:53 pm
RQ,
I almost never post but I had simliar problems with the T-Mobile Wing. After having the phone less than 30 days (phone had only been on the market 6 months), I develop a “pressure spot” which was a dark spot on the screen. I started with the store (helpful but did not resolve the problem). I then contacted customer service with simliar service as you noted. They told me repeatedly that it was my fault so I spoke to a supervisor (same situation). I asked for the repair department where upon I told them I was returning the phone for a replacement and I would NOT be charged the $100.00 for the replacement. I then researched problems other people had experienced and found out I was not alone. I wrote a lengthy letter and enclosed it with the phone. I never received a response except I did receive a NEW phone and was NOT charged the $100.00. Just my experience but maybe helpful to you.
July 30th, 2009 at 6:27 pm
My son spent $400 on a camera from Best Buy right before he goes on a trip to Guatemala. While there the screen goes black. He is gone 3 weeks and when he comes back they give him slack about not returning it sooner. There is a jiggling noise inside, but they ship it to the manufacturer. We just got a call from them saying they won’t repair it because it there is corrosion. It was not exposed to water. If it were corroded it was that way prior to purchase! It is very frustrating, but we’ve dealt with the Better Business Bureau and they’ve been very helpful.
July 30th, 2009 at 8:24 pm
Rumor Queen,
If you paid for this with a credit card, please contact your credit card company. They might be able to help you out as you have the right to involve them in helping you advocate for defective products. They will put the charge amount into dispute and take the funds back from the vendor until they can review your claim (they will send you paperwork to fill out & request documentation about the issue) and then contact the vendor for their information. They will ultimately decided if the charge should be paid by you or if the vendor will end up with the funds permanently removed from their merchant services account (the account that processes credit cards). It is very surprising how quickly a company will fix problems when they are faced with the possiblity of losing funds. I understand that you purchased it through Amazon so you may have to start involving them in the issue too as they will be the company that will have the funds debited.
Hope this helps some. This is why I charge eveything to my credit card and pay it off every month. It gives me extended warranty coverage and help with disputes. Please note that you must contact your company with 60 days of the charge.
July 30th, 2009 at 8:51 pm
There are ways to deal with these sort of issues. RQ, I suggest you go to a site called consumerist.com and search for something called an “executive email carpet bomb”. In addition, if you go to that site you can get the actual names of actual CEOs and other people who can help you. You might also want to go to Twitter and see if the company has an account and tweet your complaint there—-many companies are monitoring Twitter now. There are other sites, too, like ripoffreport.com. In a modern world, savvy companies monitor these sites.
July 30th, 2009 at 8:51 pm
I’d be flipp’n pissed! I agree with Katri– see what they come back with and if they aren’t going to fix it– they should replace it, I would contact the Better Business Bureau.
July 30th, 2009 at 9:31 pm
I didn’t mention it in one of those previous netbook posts, but before I got my Aspire One I had ordered an Asus and it wouldn’t even start up when I first took it out of the box. I sent it back and ordered the Aspire One. I sure wish they made more of them that run linux.
RQ – have you heard anything about the re-reviewing dossier rumors?
July 31st, 2009 at 9:04 am
Just a tad bit huh? You are a better person than me. I would be full on angry with them. How ridiculous!
July 31st, 2009 at 12:08 pm
If you don’t get satisfaction…(which sounds like you should since you had it for what…a DAY!) then can you get with your credit card company that you paid with…sometimes they can help fix the problem or challenge the charge (that will get their attention!)….This is a bunch of hooey to have to go thru this and a big waste of time…and since when did companies forget people’s valuable time is just as important….If the person who you are talking to can’t fix the problem right then, you should get to speak to a supervisor or manager who can….sending an email to the company CEO sometimes gets their attention..my old company CEO (fortune 500 co)who got calls or emails from customers problems would answer personally and then forward to the proper manager to fix….then ask for an update….we had an issue with dish net that took 3 different 45 minute calls..
Customer Service has gone by the way side…Good Luck, you are far more patient than I am.
July 31st, 2009 at 12:48 pm
Yep, if I don’t have a tracking number by the end of the day then I’m getting American Express involved.
I’ve been promised a phone call from a supervisor sometime today.
We’ll see.
August 1st, 2009 at 10:41 am
After talking to Asus customer UNservice again yesterday, and being promised (again) that a manager would call me before the end of the day, there was still no phone call. So, I’ve filed a claim with American Express.
I don’t know what happens from here, but from the way the claim form worded things, it appears they’ll just credit my account and won’t worry with trying to get that one back to me. If that is the way it works out, I don’t know if I’ll buy another T91 or not. As much as I loved it for the day I had it, this has put a really bad taste in my mouth for Asus. It looks like I’ll hear back from American Express within 24 hours. I’ll post another blog once this gets resolved, one way or another.