Alan Hargreaves's Weblog

Acer wins back a customer

Alan Hargreaves
Senior Principal Technical Support Engineer

I guess many of you saw my rant about the poor support I was getting from Acer over getting my Ferrari 4005 fixed.

I really should have written this up earlier, as it has been resolved now for a bit over a month.

After speaking with the Escalation folks again after still having no joy, I was offered a new machine with the following specs.

  • Travelmate 7720G
  • 17" screen
  • T5700 Core 2 duo running at 2.2GHz
  • 2gb Memory
  • 2x160gb disks
  • webcam, more interesting looking audio, 4 usb ports, ...

A week later I had the local repairer offering me a lower spec'd machine. After I explained what I had already been offered, they agreed and we also managed to have the 3 year warranty replaced, and the internal disks were now two 250gb disks!

I've been using it for about a month now and I quite like it. Nevada simply just installed and ran. I also selected the XP option as I really don't think vista is ready yet. I've actually been using it to perform live into second life (it does have relatively nice audio and in fact it also has a line level input on the front of the machine.

While I am pleased that they replaced the machine and I am very happy with it, the fact remains that I should not have had the poor support experience in the first place.

The two things that really stand out were

  1. the complete lack of correct expectation setting, especially in the light of me being obvious what my expectations were).
  2. making promises that they had no intention of keeping. That is, I did not receive a single one of the promised call backs.

Folks these are Support 101 basics and really need to be fixed.

I will, however, say a big thank you to Acer for the actions that they did end up taking to address the issue.

As an aside, a little investigation of my own showed that the issue I had with the Ferrari was apparently rather common in Ferraris of that model and age, which could explain the difficulty in sourcing a motherboard. The original problem was the video adaptor dieing in such a way as to not receive a hardware notification of an event, leaving the cpu spinning on a lock, ending up getting a BSOD.

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