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.