First, I started this adventure with my second R7 from Best Buy (The first one had horrible Wi-Fi the second one had horrible Wi-Fi).
I P.M.ed Acer Cory, and he responded within one business day. He said that tech support would contact me about my R7. The next business day I received a call. However, it was difficult to get ahold of the tech support person. They wanted me to run diagnostics at home (since that was where the majority of problems occurred). However they closed at 4:30 in my time zone, so it was difficult to get home from work before that time. In addition, when you called past 3 pm Eastern Time the line was usually busy.
Once I got a hold of the tech support person (the next day) I explained all the things I had done on my own:
-updated bios
-uninstalled and reinstalled drivers
-trying with the Bluetooth on and off
-trying a newer router
-using an external USB network adapter (which worked)
After explaining all this they wanted to still insist that it was an environmental issue with in my home. They wanted me to go to a coffee shop or any public place with Wi-Fi to test it there. I refused due to the fact that this would be an invalid test since the router would be much stronger and the problem is when I go up or down stair in my home (something that would not have be replicated in a coffee shop). A better suggestion would have been trying it at a friend’s home, but I already know the outcome of that. Any how after presenting the facts that no other devices old or new in my home had the same problems. They finally suggested an exchange for a new one, but if the new on did not work they said it was definitely an environmental issue in my home (I would disagree).
I checked to make sure I would be receiving a new model (since I had purchased mine new). They said it would be new and had been check for Wi-Fi problems. I asked if they had fixed the issues in the one I would be receiving. The tech person would not say they fix it, then hesitated and said quietly it had been “reworked” (interesting).
In order to hold on to my old laptop they put a hold on my credit card of $999.99 plus tax. They accidently held the 999.99 plus tax and 1600.00 plus tax. I had to call and have they fixed.
I received my first replacement laptop, and the Wi-Fi worked. However, I notice the screen was grainy and not as bright, then I noticed ghost images in the back ground (images from my last screen were still outlined in the background). I called and they said they would send me another and apologized. They had to put another hold on my card for $999.99 since I wanted the quick exchange.
I received my second replacement laptop, the Wi-Fi worked, and the screen looked great. However, there was a hot spot on my screen at the top two inches to the right of the camera. I measure the temperature at about 120 degrees F (F.Y.I. skin burns at 130 degrees F). Neither of the other three unit had any heat problems. I have yet to deal with this I will be calling on Monday. I will update this post to let you know the outcome.
Here is what I have learned:
-Acer will insist this is a problem with the environment in your home and send you somewhere to test it where it is almost sure to work due to the strength of the router (a commercial location). They are hoping people are ignorant or gullible enough to believe that since it works in a commercial location that their home is the problem even though they have a number of other devices in their home that work just fine.
-The fact is the “reworked” had better Wi-Fi and it was not an environmental issue. However, the two laptops I have receive so far have had other issues.
The bottom line is, Acer it should not be this difficult to get a working unit form your company. I would guess that this one is going back next week and I will be sent my fifth unit. I do wonder if I am being told the truth that these are “new” units I am being sent, after receiving two with issues unrelated to Wi-Fi.
Again, I will continue to update all of you on my saga. I am also thinking of contacting computer reviewing websites and seeing if they would like to do a story on this, since it seems none of they have so far. They are already taking about the new R7 without acknowledging the failure of the first.
Acer this does not seem to be a problem of “few” as you say (which I find annoying). The people on this site are just a sample of the population that have this problem, but I have a feeling the number calls and chats with your tech support people is way greater.
Acer you were the first computer I ever bought when I was in High School in the 90's. This will probably be the last from you. I am disappointed, but not surprised that profits come before quality and customers.
United States