Brand New Acer Laptop reporting storage controller error

psparekh

I just bought brand new Acer:

Aspire S7-392-9890 Touchscreen Ultrabook™

 

It has not even a month and it is giving Sata_Array_0000 HDD0 failed error with a message that some data may be lost. Additionally, it is also loosing the network connection to my WiFi. I never had this problem with any other machine that I ever purchased with Lenovo or other vendors including original Gateway as well. Acer store is refusing to deal with the problem. When I asked for replacement device technical support team asked me to connect with Acer Web store from which I bought this device. And when I talked with Acer web store, the person said.. they only have automated system and no one is allowed to do anything other than sell the system. I don't know how to get this solved. I am going to call up local TV/Radio and post this on Facebook and everywhere till I find some some human being (not automated system as per Acer Store rep) to resolve the issue. It cost me $1200 and in less than 30 days I have this problem.. And they are telling me "there is no human to help solve your problem.. we only have automated system and human are here only to sell"

Ryanrr

psparekh,

 

I am sorry you are having these issues with your newly purchased system. If I am understanding you correctly you already contacted technical support? Acer Store is only able to provide you with support on the purchase of the system, however if you are pass their return policy they cannot help in replacing the system. So I would like to apologize for you being directed to the Acer Store. 

 

At this time it sounds like a possible software issue. I would recommend restoring the computer to factory defaults after you backup all your personal files. If this is not an acceptable solution, please contact technical support for further assistance.

psparekh

Hi,

 

Sorry but I disagree with your assumption and response. It was hardware issue and I didn't want my brand new hardware to be the one that had problem. In any case, After pursuing this further, I was able to get them to replace even after it was outside their 15 day policy. I was expecting a consistent response from multiple Acer including Store and Tech Support but they all wanted to stick to official line. I understand 15 day policy for people to return if they change their mind. In my case, I just wanted no downtime and brand new system only because system was faulty. I hope this teaches a lesson to people who has no ability to understand customer's point of view and I am glad that someone had the ability to address the problem the most appropriate way.