Asus Warranty Repair

[sirteuk]

The keyboard dock used with my TF101 stopped charging after a firmware update, but as purchased in March was still under warranty.
It was purchased from Ebuyer, who when I rang them told me to go through Asus direct.
Rang Asus on Monday 30/7 and was told to fill in a online RMA claim, the same day I received an e-mail telling me that DHL were collecting on the 31/7
DHL collected 16.00 on 31/7, keyboard arrived in the Czech Republic (Asus repair center) next morning (1/8)
Received e-mail 3/8 to say keyboard repaired and on its way back with DHL.
It arrived at East Midlands at 04.00 on 4/3 (Saturday)
Transferred to my local area yesterday (6/8) and delivered to me at 14.00
The whole process was excellent, especially the tracking facility through DHL.
My hearty thanks to Asus for their excellent service

 

[mjcairney]

It was purchased from Ebuyer, who when I rang them told me to go through Asus direct.

That's great that Asus treated you so well but your contract was with Ebuyer from whom you bought the keyboard dock and, as such, they should not have told you to deal direct with Asus, but should have dealt with your problem directly. Just another case of a retailer shirking his responsibility which will stop me from purchasing anything from them again.

Cheers,

Martin.

 

[sirteuk]

True, but this attitude does seem to be common amongst re-sellers.
Asus policy of collection, much better than most

 

[mjcairney]

True, but this attitude does seem to be common amongst re-sellers.

Agreed and, as long as we, the punters, allow them to get away with it, they'll keep shirking their responsibilities. If we buy from them, our contract is with them, and they are obliged to look after us during the warranty period. If they're not prepared to do that, they're not worthy of our custom.

As I said already, it's great that Asus were so good with you.

Cheers,

Martin.

 

[sirteuk]

E-BUYER WARRANTY POLICY

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.

 

[sirteuk]

Part 2
Realised the keyboard had the battery drain problem
Got another RMA from Asus on Thursday (17th)
DHL collected Friday (18th)
Delivered to Asus repair facility in Czeck Republic Monday (20th)
Completed 22nd, picked up by DHL
Delivered, fully repaired today 23rd
Yet again superb service from ASUS UK

 

[mjcairney]

As I said before, that's definitely brilliant service from Asus, other companies please take note.

Cheers,

Martin.