Official ASUS Thread - Users with BT/WiFi Fallout Issues

bimbobo · Mar 3, 2012

After weeks of reading from Gary and contacting different ASUS people, I believe that Gary cannot do anything else that trying to save ASUS' face.

If you read his last comment, the only thing is "contact your local ASUS Support".

He promised a patch for BT/WiFi, but nobody has seen it. Why.. because there is no patch to fix this.

I started a thread..that was a complaint at the beginning, but I added the last comments after talking on the phone with a manager of ASUS Sweden. he offered me a full refund rather than a hope.
the link is here.. http://xdaforums.com/showthread.php?t=1525229

I made an RMA, UPS will send this to Czech Rep. but he killed my hope to have it fixed :-(

Evo4sickness · Mar 3, 2012

Arie Prime said:
Whille traveling........Is he also using the Asus prime ?
Unable to report due to low WIFI capability

Wow I really LOLed on this one

Arie Prime · Mar 4, 2012

Final Answer regarding WIFI performance

Evo4sickness said:
Wow I really LOLed on this one

One interresting suggestion:
Let ASUS in front of camera perform a "Full" WIFI performance test
with the prime Tf201 and Tf700
Yhis Including long distance
The Outcome will prevent any further discussions

caanda45 · Mar 5, 2012

I think that Asus is giving refunds based on a number of criteria and also to those who yell the loudest...

I gave a list to Asus about issues with my prime and depending when you bought it the issue that seems to have the most traction is the removal of the GPS spec.

On numerous phone calls to Asus they always mention it as a reason for my refund...my spider senses fell that legally removing a spec after you have the product is a legal quagmire...So it is easier to refund the customer.

My refund is in the mail but I think the removal of the GPS spec and when you received your prime are traceable and with those who had it before the spec was removed are all offered a refund if they ask for one!! IMHO

I will report here when the cheque comes.

newellj79 · Mar 5, 2012

caanda45 said:
I think that Asus is giving refunds based on a number of criteria and also to those who yell the loudest...

I gave a list to Asus about issues with my prime and depending when you bought it the issue that seems to have the most traction is the removal of the GPS spec.

On numerous phone calls to Asus they always mention it as a reason for my refund...my spider senses fell that legally removing a spec after you have the product is a legal quagmire...So it is easier to refund the customer.

My refund is in the mail but I think the removal of the GPS spec and when you received your prime are traceable and with those who had it before the spec was removed are all offered a refund if they ask for one!! IMHO

I will report here when the cheque comes.

I've now sent 3 emails to asus regarding issues with my prime. I haven't mentioned the gps to much yet because while disapointed I thought if everything else was working I may could live with it. All I was hoping for was to get it fixed. I'll give it a couple of more days before I start asking for my money back. I certainly qualify as I have one of the early primes that certainly advertised gps. Again, I'm disappointed in lots of things, service especially...

caanda45 · Mar 5, 2012

newellj79 said:
I've now sent 3 emails to asus regarding issues with my prime. I haven't mentioned the gps to much yet because while disapointed I thought if everything else was working I may could live with it. All I was hoping for was to get it fixed. I'll give it a couple of more days before I start asking for my money back. I certainly qualify as I have one of the early primes that certainly advertised gps. Again, I'm disappointed in lots of things, service especially...

I had the same experience numerous calls and then I had enough and wanted my money back, once I asked for a refund the technical rep put me on hold and came back and said no problem they will issue a refund. I had to send it in to North Bay Ontario which is the Eastern Canadian service center. Then then in turn have sent it to the head office in a suburb of Toronto. Had to e-mail the initial service rep and he has always gotten back to me with updates. But still do not have the cheque in my hot little hands.....I am not as patient as before, so I will stay on top of it and e-mail again. I will report back here a status update of when I get my cheque!!!

bimbobo · Mar 5, 2012

So, the essence of tha last reports I read in this and other threads is that the famous patch and the famous procedure to have the BT/WiFi issue fixed is just "smoke"?

Many have offered refunds instead of a hope that the issue can be fixed.

Mine will be picked up today, but they took the hope away from me 90%.

I do not recall that I have ever had some many problems with anything I bought...

Let's trust us with the IPad3, maybe the money I will end getting back, will allow me to buy that instead :-( :-(

FunkyMcBain · Mar 5, 2012

I will tell you exactly what's been going on. In so far as the fix for this is concerned, what I think has basically been happening is that those who have RMA their devices have unfortunately been guinea pigs for the benefit of the rest of us. Asus would never come out and say we don't have a fix but we need you to send your units in so that we can learn what the problem is and test different ideas, so they have just strung people along a bit. I can't say I'm surprised, shocked, angry etc, it's the only way to resolve the issue. Obviously the problems are not consistent, probably some bad piece of manufacturing combined with bad hardware combined with poor design etc. The only way to track something like that down is to get as many test cases as possible, and that's exactly what they have been doing. Now there is a rumor of new parts coming out for the units. These new parts, if real, are probably a combo of better design, better components and probably assembled in a way that makes the manufacturing process far less prone to mistakes.

Asus messed up, they know it, we know it. Typical policy is to usually say nothing, either negative or positive, negative cause it would affect their bottom line, positive because they need to be certain it all works before saying anything. I believe that Asus has been giving people full refunds if they request them, so as frustrating as this might be they haven't robbed anyone of anything. IF I get frustrated I'll return mine, but mine works alright for now so I'll keep waiting some more

caanda45 · Mar 6, 2012

FunkyMcBain said:
I will tell you exactly what's been going on. In so far as the fix for this is concerned, what I think has basically been happening is that those who have RMA their devices have unfortunately been guinea pigs for the benefit of the rest of us. Asus would never come out and say we don't have a fix but we need you to send your units in so that we can learn what the problem is and test different ideas, so they have just strung people along a bit. I can't say I'm surprised, shocked, angry etc, it's the only way to resolve the issue. Obviously the problems are not consistent, probably some bad piece of manufacturing combined with bad hardware combined with poor design etc. The only way to track something like that down is to get as many test cases as possible, and that's exactly what they have been doing. Now there is a rumor of new parts coming out for the units. These new parts, if real, are probably a combo of better design, better components and probably assembled in a way that makes the manufacturing process far less prone to mistakes.

Asus messed up, they know it, we know it. Typical policy is to usually say nothing, either negative or positive, negative cause it would affect their bottom line, positive because they need to be certain it all works before saying anything. I believe that Asus has been giving people full refunds if they request them, so as frustrating as this might be they haven't robbed anyone of anything. IF I get frustrated I'll return mine, but mine works alright for now so I'll keep waiting some more

I think you pretty much nailed it, time will tell if you are right about the new parts.

I still believe that Asus in a legal sense are also giving people their money back based on the changed spec in GPS, depending on when they got theirs. Also it is easier to grease the squeaky wheel and those asking for re-funds go away and stop commenting on different forums.

I will do that as soon as I have my money...lol this is what I was offered by Asus....Thank you for choosing ASUS products.
For DOA case listed below, a refund would be processed back to you, which has already been approved by our ASUS facilities.
Please kindly let me know if the credit is acceptable or not. If yes, we will issue the credit to the distributor/reseller directly and you will get your credit from the distributor/reseller.
In this case, please fill in the part of VENDOR (distributor) and email or fax me the invoice (FACTURE) of the unit provided by the distributor/reseller.

I have chosen the cheque, will wait awhile till I get another tablet.....not sure what it will be.!!

chamberc · Mar 6, 2012

dcAndroidFan said:
And when Gary is away traveling, the entire user base of a $500+ device which has sold (probably) a few hundred thousand units gets to sit idly by and wait for his shepherding hand to return so that they can get responsive competent support.

Really? How ridiculous is this situation? WHY ARE WE SO DEPENDENT ON GARY, PEOPLE???

Sorry for the shouting, but all these "Gary" comments are getting annoying. The fact of the matter is that Gary should be able to fall off the face of the earth (and I sincerely hope he does not) but it should not effect people's support experience with this product. He's one man, in one country, and even worse he's in Marketing. This whole scenario is maddening.

Edit: Nothing against marketing people, and I don't mean that derisively. I simply mean that if we're depending on any one person as the primary point of contact for support, shouldn't it be someone who's in support?

Actually not the entire base. Less than1% have issues.

caanda45 · Mar 6, 2012

chamberc said:
Actually not the entire base. Less than1% have issues.

I do not believe that figure at all, it is higher than that. I talked today to the retailer I bought from, sent him here and he passed on the wi-fi/bt issue and got back results from 10 customers he sold TFP to and they got a 25% failure rate in the 10 tested where with bt on the wi-fi crashed or was unusable.

westcoastgeek · Mar 6, 2012

I would just liek to know if I should continue buying and then returning units until I get a BT/wifi unit that works, or will ASUS come out and tell me to wait a month or two until they get this fixed for real.

zoltan35 · Mar 6, 2012

FunkyMcBain said:
I will tell you exactly what's been going on. In so far as the fix for this is concerned, what I think has basically been happening is that those who have RMA their devices have unfortunately been guinea pigs for the benefit of the rest of us. Asus would never come out and say we don't have a fix but we need you to send your units in so that we can learn what the problem is and test different ideas, so they have just strung people along a bit. I can't say I'm surprised, shocked, angry etc, it's the only way to resolve the issue. Obviously the problems are not consistent, probably some bad piece of manufacturing combined with bad hardware combined with poor design etc. The only way to track something like that down is to get as many test cases as possible, and that's exactly what they have been doing. Now there is a rumor of new parts coming out for the units. These new parts, if real, are probably a combo of better design, better components and probably assembled in a way that makes the manufacturing process far less prone to mistakes.

Asus messed up, they know it, we know it. Typical policy is to usually say nothing, either negative or positive, negative cause it would affect their bottom line, positive because they need to be certain it all works before saying anything. I believe that Asus has been giving people full refunds if they request them, so as frustrating as this might be they haven't robbed anyone of anything. IF I get frustrated I'll return mine, but mine works alright for now so I'll keep waiting some more

Well, breaking news on my end. I checked the status of my RMA and it is "Ready for shipping". It has been sitting at Asus Texas facility for over a month now, awaiting parts. I am crossing my fingers that it is indeed fixed, but I guess I will know for sure in a couple of days. I suppose they'll ship it within a day or two, so I should have it by Friday. Will share my findings with the group.

andersonphotographics · Mar 6, 2012

Are we losing the plot in this thread. This was started by Gary whose last post was 14 Feb. I, like many others, have a severe wifi degradation when enabling bt - but it doesn't drop out completely thus not falling into Gary category. All I am asking is WHAT IS THE PLAN ? and would Gary please close out this thread.

Sent from my Transformer Prime TF201 using Tapatalk

FunkyMcBain · Mar 6, 2012

No no no no no, don't make that mistake, the "complete" failure is not a complete failure. I told the Asus guy mine drops to 1Mb when BT is on and he didn't miss a beat just kept going with the RMA. You need to contact Asus

nortuc · Mar 6, 2012

Louisa plairma

caanda45 said:
I do not believe that figure at all, it is higher than that. I talked today to the retailer I bought from, sent him here and he passed on the wi-fi/bt issue and got back results from 10 customers he sold TFP to and they got a 25% failure rate in the 10 tested where with bt on the wi-fi crashed or was unusable.

I have bought and returned two Primes. Both had very weak wifi and no GPS. I never tested BT/Wifi performance. The wifi on both was barely useable in my small house, where three other wifi devices (two laptops, and an Ipod) worked perfectly. I took the second Prime to a hotel that offered free wifi in all rooms. The wifi in my room was so weak that it was unuseable. I spoke to the manager, and he said that in two years of offereing free wifi at the hotel, I was the first person to complain that the signal strength was weak.

I do not believe the failure rate is less than 1%. I believe it is more than 50%, based on the odds of me getting two faulty units. That 100% in my case.

newellj79 · Mar 6, 2012

I have three emails in and one pm to Gary. I've yet to hear anything, not even an acknowledgment. If I don't here from them by tomorrow (my day off), I will be calling to request a refund. I really, really wanted this thing. I may could live without the gps, but not the wifi/bt drop off.

bimbobo · Mar 6, 2012

My Prime arrived in Zcech Rep. today.
Now let's see if they fix the WiFi/BT issue.

I hope that they will send it back this week, as ASUS 2nd level in Sweden told me that they use to send it back i a week.

I think the issue will not be solved, if they do not test it correctly.
I'll post some feedback.

About Gary, I have not seen reply from him either. PM, Mails and here in this thread no sign og him.

Techie2012 · Mar 6, 2012

chamberc said:
Actually not the entire base. Less than1% have issues.

Do you really believe that? I have ordered and returned 4 primes, from different stores/batches. All of them were defective. In my math book that is 100%, not 1%.

barryflanagan · Mar 6, 2012

Techie2012 said:
Do you really believe that? I have ordered and returned 4 primes, from different stores/batches. All of them were defective. In my math book that is 100%, not 1%.

You are the 1%

It strikes me though - with so many people on these forums having gone through multiple Primes trying to find a working one, for the 1% to work there must be a whole bunch of people who managed to get a working one WITHOUT actually buying ANY

Obviously the maths on this is beyond me. I am the 99%

Official ASUS Thread - Users with BT/WiFi Fallout Issues

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