2013 Archives

[Acer-Cory]

---

phileyoung wrote:

Just so you other posters know. I also PM'd the Acer-Cory my response above. He's only posting every two weeks.

Perhaps blowing up his inbox will make him pay more attention to our problem since he seems to deem it a "small" problem.

---

We're watching constently. The Acer Community was put in place to provide a centalized area for these types of issues so that we could review and make changes/improvements along the way. We're not here to put you in a position where you need to 'blow up my inbox'. If we have information to share, we'll share it, and we'll continue to get better in our communication.

phileyoung wrote:

---

Acer-Cory wrote:

I understand the frustration, and I understand that many of you have contacted our support teams previously. While I don't have a "fix" for the issues in this thread to share today, my statement is made to ensure that Acer is willing to and wants to take immediate action to resolve this. Our support teams now have processes in place to assist that go beyond basic wireless troubleshooting (update drivers, try other devices, check environmental issues etc...). As a global community, those process will differ depending on what region of the world you're in but if you've contacted our support teams in the past, I strongly urge you to contact them again.

---

Why not post the new processes here?

---

Again, this is a global community. I do not have specifics processes for every region.

[phileyoung]

What is your process for the US?

[jvl]

The new R7 is a fantastic new product but the Wifi problem is a very big issue, also here Europe. I had one myself and tried to resolve the wifi problem.

Because we have a company that is specialised in RF design, I used some equipment from our company and did some tests.

1 Disconnect the internal antenna and replace it by other antennas: still poor wifi.

2 Replace the wifi card by other wifi cards: still poor wifi.

External USB wifi sticks work very good, but this solution is not an option for me.

I think it will be very difficult for Acer to solve the problem.

[qxlb3r]

Come on guys let's simply trust Acer, send in our devices and if it won't fix the problem we can still be angry afterwards.

The R7 is not simply another laptop but nearly a new kind of device, so unexpected problems can happen.

And I just got a mail from Acer that the problem has been identified... so let's hope the best

[KoosH]

So why don't they join what they have found.
This was my first experience with Acer. It is over and out.

[superonyx]

I will say that it is good that someone has finally started responding to this thread.

The problem people have at this point is when you buy a 1k PC you have 2 weeks to return for a refund if you are not satisfied. To send your PC to some shop somewhere to be fixed when I have not heard 1 single person who can claim success with doing this is giving up your ability to return it once it comes back. So then you are stuck using a 1k PC that cant hold a strong internet connection forever. If Acer would post the issue and post the fix for the issue and people could vouch for success then it is different. But the answer given yesterday was the resolution was different by different regions of the world with no specifics listed for a fix. I though 2.4ghz WiFi band didn't care if they were flying through the American, French, or Africa air waves. I have a hard time believing the fix is different based on where you live.

If Acer acknowledges this problem then they should allow people to send the PC in for repairs at no cost and if the used isn't satisfied when it comes back then allow full refund returns even if its been 60 days.

So in general what it the policy on the 1 year warranty if they fail to fix the WiFi issue? You keep sending it back to them and they keep "fixing" it and sending it back for a year? Sounds like PC needs a lemon law.

[RannyGutierrez]

Hi Acer-Cory,

I'm currently residing here in the Philippines.  My sister bought my R7 from BestBuy in the US.  How do I go about asking for a resolution to my wi-fi problem?

Also, I'd like to comment on your statement "it is affecting a small percentage of units".  Can you back it up with definite numbers?  All we see in this thread are customers patiently waiting for a resolution from Acer.  We've yet to see someone post that they are not experiencing this wi-fi problem.  If there are stocks in your warehouse that you know don't have the same problem, how about replacing the "few" lemon units that we have?

Ranny Gutierrez

[kunalpp]

Hi Acer-Cory same situation as Mr Ranny I got it from bestbuy Chicago now I am in India will my local service station help me (international warranty works only in capital New Delhi)this being a big fault of company I think u should extend service to closest acer service than the usual norm max u will have to panther local unit a bit extra

[kunalpp]

Typing mistake pay

[b9chris]

I will say, claiming the issue affects only a small number of units without providing proof is waving the red flag in front of the bull here. That only some users complain is not objective proof the flaw is isolated; it's a sign a lot of people dislike complaining. It minimizes what is likely to be a design flaw, and any consumer with a brain knows it's just how companies lie while they avoid the cost of a mistake. Apple famously claimed the iPhone antenna design had no grip of death problem, then it was only some isolated cases. All along it was just bad design. They eventually were honest and solved it. Skip to the honest part or you'll just encourage more angry posts here.

I'd like to know what the process is in North America/United States. I use the machine for work so it's a big ordeal to send it out for days. I guess I'll just contact support and post my experience here.