Thursday Feb 22, 2007

Return of the Ferrari

The saga of my Acer Ferrari drew to a close today when the FexEx (Ground) guy dropped it off around 4:30 PM.

Not exactly what I would call stellar turn-around time.  What's worse is the "repair" slip noted that the work was completed on February 13th, so for that past nine days it's been held up somewhere in the shipping process.  I highly doubt it was a hold up on the FedEx side, more like a hold up getting it to FedEx.

Not that Acer is all to blame.  Sun's Asset Management team for some reason feels it's a good idea to register the notebooks to a person on their team.  That includes, email, addresses, etc.  While that might seem like a good idea when it comes to proving actual ownership, it's a huge hassle when it comes to support.  What they probably didn't think about (or care) is that it renders Acers Online Repair Request system useless.  You then are forced to call the 1-800 number to arrange for service.  This 1-800 service frequently has wait times in the plus 2 hour range.

When you do get through to speak to a human and after you sit there and pretend that you unseated the RAM, took the battery out and all the other brain dead troubleshooting, you have to be extremely clear that you do NOT want the laptop shipped to the address that they have for your laptops serial number.  Even though your name gets on the service record, an extra special touch is that the unit is returned to customized (including logins and registered owners name in Windows) to be the person that it is registered too in the system.  Hola Maria!

All in all, over 30 days to get a hard drive replaced.  I kept thinking to myself, what if I was in an administrative role at Sun and this was my sole machine.  What if I didn't have a Sun Ray?  I'd be totally unproductive for a month.  Huge thumbs down.


 

 

 

 

About

My name is Craig Bender aka ThinGuy. I'm a Principal Software Developer for Oracle's Virtual Desktop Engineering group.

I architect and evangelize the use of Oracle's Desktop technology including Sun Ray, Secure Global Desktop, and Oracle VDI.

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