What to tell Acer to receive a brand new 8204 via warranty - Page 3

That's not a very bright light your shedding there cobrajoker.

I sure would like to have one that works

I got mine about three weeks ago from newegg and I'm sorry I did, This thing was a real sick one. White block and lines, You could bairly make out the Acer Logo and it wouldnt even boot into Windows. QC must not have been on duty the day this one rolled off the line. I really think that Acer support has been good with me so far but Newegg has been a different story. I have an Email that spacifically says that Acer authorized newgg to give me a replacement, they (newegg) are repairing it. But the more I think about it I may be better off getting that one repaired, at least that way I will know that a tech has looked at it. Newegg has lost me as a customer, I will never buy from them again, no communication between us, unanswered emails, promised emails on progress that were never sent, and I had to pay to ship the thing back, I just wish they would get it back to me (It's been gone since the 26th of July and today is the 15th of August, 20 days Thats rediculos) If I had known that this was going to be repaired, I would have sent it to Acer, at least the turnaround time would have been faster.I just hope the nightmare ends soon and I have my 8204, I hope all this agony will be worth it.

Mike

Mike

I just recieved my replacement from Newegg after I raised hell with them (I guess acting like a screaming idiot does get results sometimes). It's really nice and I'm happy so far the build date is 0603. I can't figure out how to tell what kind of ram I have(533 or 667), and the device manager has the monitors listed but it dosent have the brand or type of listed. How the heck do you find ths info? Sorry for the stupid question but I havent really had the need or the curiosity to look for it before.

Mike

so what did newegg do? just replace it/fix it and not give any incentives for poor customer service?? i thought newegg was on top of customer service things. i always hear good things about their handling w/ frustration and their reps

What did Newegg do

At first I recieved an RMA number from Acer and I was told that I would recieve a replacement (not a repair a replacement).I was told to call Newegg and give them the number and ship it back to them with their RMA. So far so good, I did all of this and Newegg got the notebook back the next week. I should have had it back in about 5 days and I kept checking on it but nothing was moving. I called Newegg to find out what was going on and to my suprise they told me it was at their repair facility. I was running short on time so I let it slide until I could contact Acer and find out why this happend.(I saved all of my communications, which won out because I had an email spacifically calling for a replacement).I contacted Acer and the rep set up a conference call with a rep from Newegg. We discussed the situation and I was told by the rep from Newegg that it was their policy to repair the notebook and thats how it was, I told them I wanted my money back and I was tired of this BS and they refused. I had been without this notebook for 18days and I wanted some action. I gave them 4 days to send me a new notebook or I would force the issue and stop payment (I charged this with Newegg's 6 month no finance deal, I had the cash but I liked the Idea of using their money, (this could have been an issue that stuck me, but after some legal advice from a friend the credit company said I could cancel payment without penilaty).Three days later my new notebook showed up . Just be persetant and don't take no for answer. Of course every situation is different and I had a really good point in that I never even got the original to boot up. The only thing they did do above this was one day shipping. I guess I should have pushed to see if I could get something for all of the crap but I diden't guess I should have but I was so hot about it that I diden't even ask.I was also told some things about the repair that were really in the grey area and I truly believe that they knew they were suppose to replace this all along and someone was doing something funny. I know I could never prove this but thats the feeling I got. This adventure ruined me on Newegg and I will never shop there again, I just don't trust them anymore.

Mike

I must concur with the statements regarding Acer's poor support. They lost me and the Casino I work for as customers. Here's my story.

August 3, 2005 - Purchased Travel Mate 4652 from NewEgg.com

March 2006 - While attempting to convert an AVI to a DVD the laptop abruptly powered off. I powered unit back on and tried again, I experienced the exact same failure. I then attempted to determine the extent of the issue by testing various burn types. I found that independent of software no DVD type would burn successfully however CDs did burn successfully. I called Acer Technical support and was sent a new drive via RMA. The new drive enabled DVDs and CDs to burn successfully however, when I attempted to read media burned with the drive the following formats were un-readable. DVD-Bootable, DVD-Video, DVD-Data, CD-Bootable. The issue was not pressing enough to be without my laptop as I entered the finals period of my college courses. I optedto wait to send the laptop in to Acer when I finished the school year and chose not to use the drive until then.

May 2006 - By the time my college courses were over the issue of the laptop abruptly shutting off had extended to multiple programs. I calledAcer Tech Support and scheduled a pick up for May 12, 2006. So that the unit could be repaired while I was driving back to California from Buffalo, NY.

May 17, 20006 - The unit was sent back stating that no issues had been found and instructing me to attempt a "Soft Load" using the Acer SystemCDs. I performed the soft load as instructed and tested to see if the issue had been resolved. Again I had issue burning DVD-Bootable, DVD-Video, DVD-Data, CD-Bootable where the media could not be read afterit was burned.

May 20, 2006 - I spoke with Mathew in tech support and asked about having the unit replaced. He said that decision is up to the techs. I explained that I did not wish to send it in a third time. He assured me that it would be fixed and that he would perform a customer service evaluation. The unit was sent to Acer on May 23, 2006, it remained at the Acer depot for almost a month. I had not heard from Mathew at all during this time period.

June 20 2006 - I contacted customer escalation, and opened an issue with who assured me that he would have the unit sent to me overnight, he also promised that the warranty would be extended to October 15th and that he would send a spare battery and AC adapter as compensation for having the unit for so long. When I received the unit I again performed the media tests, the problem concerning burning DVD-Bootable, DVD-Video, DVD-Data, CD-Bootable where the media could not be read after it was burned had still not been resolved. However the heat issue had been resolved according to the letter I received with the unit. Still though the laptop's cooling fans are on all the time.

June 22, 2006 - I spoke with in the escalation center and informedhim that the issue was till unresolved. He suggested that I try to perform a system restore using new Recovery Discs that he would send overnight to me. This was on a Thursday, I did not receive the discs until the following Monday after he had left for the night. I performedthe restore with these discs and the burning problem remained unresolved, the fans remain always on.

June 27, 2006 - I spoke with again and asked what my options were.I expressed my wish to have the unit replaced because at this point I have lost faith in the ability of the technicians at Acer to correctly replicate, diagnose and correct the issue with my unit. He informed me that they not replace the unit, four different techs have been unable to replicate my problem. Prior to this call I had begun to develop the feeling that I was being blown off until my warranty periodhad expired. I had not seen anything from in writing about extending my warranty, he pointed me to the Acer website. I again asked about how to go about getting my unit replaced, he said Acer not replace the unit I need to send it in again. I explained that I felt it was an unacceptable solution, I had been assured by Mathew thatmy issue would be resolved. I do not feel sending my laptop to the repair depot three times is acceptable given that the issue is unresolved and that the technicians provide poor communication with the customer and hold the laptop for an unreasonable length of time. At this point he became increasingly hostile over time, when asked if I could speak with his manager because he was unable to resolve my issue adequately he informed me that he "answers to no one," "their decisionsare backed by the authority of the vice president," he "has no manager," and that I was welcome to call the San Jose corporate headquarters but they would just send me back to him. At this point I ended the call and called Acer Headquarters, the operator their transferred me to the Corporate Care where I opened a new incident and specified that I do not wish to have as the representative on this incident. I also called New Egg, the reseller I purchased the laptop from, they informedme that it is only replaceable by the manufacturer; however they noted my complaint about the poor service I have received from Acer. My last action was to call Acer Headquarters again and explain my issue to in reseller sales to ask for assistance on this issue. I explained my problems with the service level from Technical Support and Corporate Care to her because the poor actions of those departments effect sales, I cannot knowingly recommend Acer as a vender to anyone because of the awful service experienced by myself. She requested I send her an email detailing these issues.

It is my sincere hope that this issue can be resolved as quickly as possible, this issue has prevented me from creating a DVD of the videosfrom the last road trip my mother and I take in time to give her for her birthday. The long term unavailability of the laptop has also impaired my communications with friends and colleagues and negatively impacted my attitude and performance in the work place due to the constant attempts to resolve this issue at times where I could contact the individuals in Texas during their work hours. The technicians have insisted that this laptop is repairable. However, at the time of this communication the issue has been unresolved for three months now. It is my feeling that unit should be replaced with a known working unit, and any future attempts at repair should be at the expense of Acer and not at my expense. Sincerely, Michael Weaver

June 27 – July 25, 2006: Was not called back by . Made Several attempts to call, received several calls from requesting information. Unable to provide with a decision. I offered to allow to remote on to my system to verify that it was not my process or software that infact it was a hardware issue. Acer does not have this capability he tells me.

July 25, 2006 Received call from instructing me that he was closing my case because it is over a month old despite the fact that it is unresolved and still on warranty.

Man I hope I don't run into any burn issues, I'm a videorgrapher and I have to have that, sorry to hear about yours, I guess I was fourtunate enough and early enough in the purchase to have the advantage of cancelling my payment. When you can hit em in the pocket book that usually gets results.If I had to wait about 3 months it could have been a different story.Hope things work out, it really sucks the way they just left you hanging.

Mike