Acer wins back a customer
By Alan Hargreaves-Oracle on Feb 23, 2008
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
- the complete lack of correct expectation setting, especially in the light of me being obvious what my expectations were).
- 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.