2013 Archives

[Thomqa]

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Acer-Cory wrote:

I want to provide an update as we are concerned with the direction that this thread had gone. The reaction we initially received was exactly what we're striving for. I asked people to contact support, and our support teams took aggressive actions to resolve this quickly and efficiently and we got the responses we were looking for as you can see in a previous post here.

If you've contacted our support teams, we appreciate you giving us a chance to work with you to resolve any remaining concerns. We are not satisfied to hear that a few of you are continuing to have issues after dealing with our support teams, and we are reviewing the entire process and are committed to improving it. However we must reiterate that contacting Acer Support is the appropriate path to solving these concerns. 

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I have contacted Acer, after 3 weeks the problem isn't solved and I constantly had to borrow a notebook from someone else since I really need it for my school.

1. After some calls with Acer, I send my R7 in for repair.

2. Received it back without the problem being fixed.

3. After a lot of calls I got the number of the After Sales department, who decided I need to send it in so they can return a new one. But I did had to send it first. otherwise they couldn't order a new one.

4. So I did that, after a week of not hearing anything I decided to call After Sales again, they told me they weren't able to ORDER A NEW ONE(!?). They gave me a choice, either receive the broken R7 back or get a refund. Which BTW is totally not what I wanted, I wanted a working R7 or an discount at the broken one (seemed fairly reasonable to me).

5. But that sounded like speculation so they would contact me later, which they surprisingly DIDN'T!

6. Me calling again to After Sales, this time receiving specific instruction who to mail for (in the end I chose the first option) receiving the broken R7 back.

7. So I did, I wrote a complaint in the same mail (formal language). Which they totally IGNORED!!! Only thing they replied was that they are going to send my R7 back to me.

So I did trust Acer, I trusted your posts Acer-Cory. But after I had done everything you and Acer asked for I still end up with the same BROKEN R7!

BTW, in case you didn't noticed, I'm not happy right now, I have been very patient, and in the end all I get is the same R7 I started with. I'm really pissed about Acer, and I'm definitely not going to recommend this to anyone! Which I really wanted because I used to be very proud about owning the R7.

[Thomqa]

FYI, after my last post I received a PM to help me again. Let's see what solution they will provide this time, I'm still open for some options.

[corsair2014]

has anyone tried replacing the wifi card? i have an aetheros card from my 3 year old hp laptop... if i swap that in, with the aetheros drivers, will it fix the probelm?

[Smurk]

@corsair2014, yes. There are more than one solution to this issue and they were found months ago.

It´s just that when you search this issue, you will get links to this thread with all the chit chat. Maybe Acer support could simply lock this thread and fx. post a link to solution with 1) the official notice and fix; 2) the quickest solution by getting a small external WiFi adapter; and 3) the enhanced solution which means a) buying an even better version of internal WiFi adapter fx. 802.11ac or 802.11ad (coming next year) in the right size and with the same antenna holes and b) get an authorized Acer repair shop to install the upgrades for you. Or people could stop posting more chit chat and just post the solutions already known or create a dedicated Aspire R7 fansite with fixes and solutions.

The problem on this R7-571G was Broadcom BCM43228 WiFi adapter. Now it´s an Intel Wireless-N 7260. It´s even faster than it was on a previous Acer Ultrathin notebook.

By the way if you also decide to get rid of that Windows 8 nonsense most of the drivers for Windows 8 on Acer Driver Download works for Windows 7 as well. But you´ll need the Intel(R)_USB_3.0_eXtensible_Host_Controller_Driver for Windows 7 from Intels drivers.

The Aspire R7 computer is super great.

[kriis]

could you post links how to solve this problem?

[Smurk]

Yeah, but what´s the point, in a week they will be buried in chit chat too

[corsair2014]

well at least post them for us looking now...

[Smurk]

You´re making it difficult.

Summary of problem:

According to this thread every one with the WiFi problem had the Broadcom device. The problem is not a low signal but some kind of interference when there was supposed to be connection. Exp. post 64

Also according to posted experience WiFi worked okay on the Aspire R7 with external adapter or replaced WiFi card, so that narrows the bug down to the internal Broadcom WiFi adapter.

According to Acer Online Support (Germany):

"In your unit we tested the following cards:
Broadcom BCM43228+BCM20702
Atheros AR9462"

To identify the device in your unit use aida64. The problem is with the BCM43228. Maybe it´s just incompatible. 

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So if you´re doing the official solution (because you expect the warrenty to cover this) you should contact your dealer and demand (it´s okay to yell a bit) the internal Broadcom BCM43228 replaced and not with the same type. Don´t accept any "We have to look at it first". Because summa summarium this card is the problem.

The repair shop may have a different wireless environment so that they may not be able to reproduce the error.

I´m not making this explanation any longer, because it´s not as interesting.

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An alternative (where you´re not posting the computer anywhere and the fix is gonna take less than half an hour and cost less than 135$/100€) is:

Buy a cheap external WiFI adapter locally so you´ll have it all working while you figure out the rest. The ext. WiFi adapter can also be used to test in comparison with the internal. Remember to disable the internal WiFi adapter when installing the external.

Buy another WiFi card. a) Buy at least 802.11ac so that you´re speding money on an upgrade. b) Recommend buying the Intel because the motherboard in Aspire R7 is also Intel. Here is a link about compatibility. And here is another link about posted experience after installing the card in Aspire R7.

This explanation could be more detailed about the correct size of a WiFi card for replacement and where to get it replaced and maybe some configuration.

This Aspire R7 was not sent anywhere and a repair shop replaced the WiFi card in less than 30 minutes. So I´m just enjoying you people whinning about the third time it came back from "repairs". He he. 

[Mdavidp]

Has Anyone bought a refurbished R-7? Anyone?

Thanks, Mike P

[lindapcrm]

This is what I told Acer Support Level 2 this morning.  "I have been in contact with Acer support over the weekend for the issue I am having with my Acer Aspire R7.  The wireless works if I am within 5-6 feet of the router but as soon as I go in the other room it loses the connection.  Acer Support had me install a new driver over the weekend but that did not fix my problem so they said I need to discuss with level 2 support.  My case ID is 2931318U.  Please assist.  If you cannot fix this issue I will have to return it to Best Buy and get another brand where the wireless does work.  We have 4 other laptops that have no problem holding a wireless connection.  I also saw where this is a known issue with Acer."

This is a work laptop for me and I cannot go without my laptop.  I have had two units now with the same problem.  I told support if they could not fix it then I would return the unit to Best Buy and get a different brand that works!  I love the functionality of the Acer Aspire R7 but if the wireless does not work it does not do me any good.  I even offered to drive down to your facility in Temple, TX for the exchange (we do not live that far from Temple) and he said no.  Quite frankly I have wasted a lot of my time trying to get this problem rectified.  Can you assist me please?