Acer's Policy on Firmware Updates

I have two Acer XG270HU monitors, and I loved them, until I discovered that AMD Graphics Overdrive disabled Freesync, among other Freesync issues. Well that wasn't the problem, because a firmware update was available that addressed the issues with Freesync. Then I discovered that I had to ship my two monitors 1,000km to the nearest Acer service center, for a price of over $100, to have a technician apply the firmware update.

Now I have updated firmware on all kinds of devices: dvd roms, ssd's, nic's, pcie firewire cards, routers, printers, and yes, even a monitor, more than once. I have never had a problem as a result of the upgrade process. I have bricked a couple of routers, but the problem was with the firmware, not with anything that went wrong with the actual application of the upgrade.

Firmware upgrades are par for the course these days. Just about any device you can name that has firmware will at some point require a firmware update to address specific issues. To require a customer to ship a device to a service center, at the customer's expense, to apply a firmware update, is flat out ridiculous.

If Acer thinks that there will be too many problems with people bricking their devices as a result of bad firmware updates, I can absolutely guarantee you that more devices will be damaged as a result of shipping, than will be bricked as a result of firmware updates, as long as the instructions for applying the updates are clear and concise.

Unless and until this policy changes I will never purchase another Acer product, and I will certainly not recommend Acer products to anyone else. I don't care if this post is deleted, as long as the message is passed along to representatives of Acer who have some responsibility for policy decisions of this nature...

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Kamikaze

I also have two, one purchased in early May and the other in late June. Would I really have to ship it at my own expense? Where'd you get this info? (Customer support, website, etc.)

Llewen

I got from the two tickets I submitted to Acer, as well as a couple of phone calls to Acer technical support, one of which was escalated to a level two technician. This is one of the stupidest policies I have come across in my 25+ years of computing experience.

Kamikaze

This is ridiculous. I just read the warranty too and it confirms that we'd have to pay to ship it. This is utter nonsense! A defect on the manufacturer's behalf shouldn't require customers to pay such a high price just to enable promised features that weren't functioning upon release

Llewen

It's going to cost me over $100 to ship my two monitors for a firmware update that I could do myself in under five minutes. Not to mention I'll be without my computer for at least a couple of weeks.

Acer is the only company I've heard of with this kind of policy regarding firmware updates...

Kamikaze

I'm more surprised that there isn't any way that consumers could install it themselves. I understand that there's a security risk if you integrate a feature and leave it out in the open (e.g. console port) but . . . I dunno, I'm at a loss for words right now regarding all of this.

-Justin

Llewen,

Sorry to hear that you are experiencing issues with your monitors, I would like to see if there was something that I can do to help you out with the shipping for sure since these appear to be recently purchased.

The standard manufacturer's warranty does not cover inbound shipping, I can confirm that, but there are situations where Acer will cover the shipping as a courtesy. Could you please send me a PM in regards to this issue with your serial numbers, I will be able to pull them up in our database since you have already set them up for a repair.

Kamikaze,

If you are also experiencing issues please provide the following information via a PM (private message) to me to see what I can do to help you out.

Serial number:
Contact name:
Contact number:
Email address:
Shipping address:
Purchase date:
Resolution attempting to use:
Max resolution the monitor will work at 144 Hz refresh rate without issues:
Video card(s) is use:
Video connection(s):
Symptoms:

Llewen

To my surprise my monitors arrived at the Acer service centre in less than twenty four hours. Great. Maybe I'll get them back in a reasonable time. A week later and I've heard nothing further. I've always read that "repairs" take four to six weeks, and I'm starting to think this will be the case here. I suspect I will be without my computers for four to six weeks over a firmware upgrade that probably would have taken me less than five minutes to do myself...

-Justin

Llewen,

You can check your repair status here, if you would like. According to what I can see it is currently on a repair technicians bench and under repair.

Llewen

They've been "under repair" for at least a week now. For a "repair" it would have taken me minutes to do. I still don't expect to see either of them for a few weeks yet...

Llewen

Today's entertainment. I get a message from an Acer technician. They are calling about one of my monitors. They need to know the model of my video card. I think to myself, "Since when are firmware updates for monitors video card dependent?" But that's ok, I go along with it and dutifully call the number given.

I get Acer support, give the poor man my case number. He proceeds to tell me that monitors don't require firmware updates and the problem must be with my "tower". I hit the roof. I didn't swear at him, but I did start yelling. I told him that this is a well known problem, and that this monitor does indeed have firmware, and it does indeed need to be updated. He scurries off to his supervisor.

He gets back to me, apologizes, and tells me I was right. So we get down to the business of my video card. I'm trying to get my Newegg purchase history to load on a tablet, I don't have any monitors for my computer, oddly enough. Try it some day. Eventually I give up on that, find the retail box in the basement and give him my video card model number.

I tell him I want this handled a.s.a.p. I've been without my computer for almost two weeks now. On a positive note, my two monitor repair cases are now linked, so hopefully, although I'm not counting on it, I'll get them both back around the same time. I still think it's going to be at least another couple of weeks.

And again, since when does the version of your monitor's firmware depend on your video card model? Does this mean if I ever change my video card, I'll have to go through this hell again? I really don't think so, I just think someone doesn't have a clue what they are doing... Stay tuned for more fun and hijinks. My poor cat thought I was yelling at him...

UserID10T

To help alleviate some concern for you, I may have some insight as to the call you received today.

In the last number of days, I have purchased the Acer XG270HU, the BenQ XL2730Z, and then another NEW Acer XG270HU. I purchased and returned each, until the new Acer XG270HU, which I currently own.

I have been extremely irritated, as all others experiencing the various problems from blurring, flickering, and black screens.

With some testing performed over the last two days, one confirmation from another user, and with some support from Acer I have found some distressing albeit understandable results.

The video card you have is likely, though not guaranteed to be a non-reference R9 290(x) using DP trying to get 1440p @ 144hz.

The issue I have found is that MY particular card is overclocked from the manufacturer. Yes, this is the problem I'm still researching.

The video cards are being shipped from the factory with a certain grade GPU and or VRAM. That grade is determined by the chipset manufacturer(AMD/Intel/Other), and the GPU card manufacturer overclocks it at the factory, tests it, and ships it as overclocked(OC series).

The problem there-in, is that the card manufacturers are not testing the OC clock settings on these 1440p/144hz monitors!!!

The monitor manufacturer can help beef up the connectivity to ensure the power is passed through, however, in my case the video card was choking on memory clocks! I have the Club 3D R9 290 RoyalAce. It is stock overclocked to 1350MHz VRAM. While in 1440p/144Hz, and Freesync on I was forced do activate Graphics Overdrive and downclock my VRAM to 1200MHz!!!! This is totally unacceptable, but gives the manufacturers a place to start.

It is likely they are collecting client information regarding the equipment used to determine consistencies.

For your own sake, if you enjoy the monitor as much as I do(When it is not glitching out), please give Acer a chance to work toward a resolution for all of us.

For the time being, please follow the steps I've done, and provide me with some feedback on what you're results were from testing!

--------------------

If you are on any AMD card(s), preferably Freesync compatible:

Before anything else, ensure that your monitor is in 144hz under your GPU properties(hopefully the flicker isn't detrimental to use).

Please open CCC.

Activate AMD Overdrive if it is not already(Please read the prompt regarding it's use and approve if applicable).

Go to AMD Overdrive and check the box to enable it after activation.

Look at your memory clock.

Once you have 144hz active and you can actively see the flicker(hopefully for testing ease), please lower your memory clock, 1-5 points at a time, and apply.

Each time you do, check if the issue persists. If not, lower it again.

If and hopefully once it is resolved, please let us know your card(s) being used, and the clock you had to use. Also, please restore defaults and apply to ensure that the issue does in fact return with the stock clock. Please please please tell us if your card was overclocked from the factory.

Any and all information you provide will help determine the cause. Thank you.

Llewen

I did have some problem with flickering at one point. That was fixed by changing my displayport cable. This is not the reason I sent my monitor in.

You are right, it does have to do with overclocking, but it isn't the factory overclock that is the problem. My specific problem is that the FreeSync option disappears in Catalyst Control Center when I use Graphics Overdrive. That specific problem will be fixed by a firmware update.

What has me so angry is that in all likelihood that is a firmware update I could have done in five minutes myself. As I said, I've updated firmware on everything from monitors to dvd roms to routers to firewire pcie cards, and back again.

I've never before encountered a manufacturer that would force anyone to send hardware into a technician to apply a firmware update. I could understand if they provided that option, because some people just aren't comfortable with that sort of thing, but to force people to that, is ridiculous.

I can accept that they are attempting to find a fix for problems with compatability with certain graphics cards. But that isn't the issue here. My specific problem, along with a number of other FreeSync issues have already been addressed by a firmware update.

All I want is that update applied, and in the meantime I've been without my computer for almost two weeks now as a result. I'm disabled, and that computer is my window on the world. Thankfully I do have access to my sister's computer, and I also bought a tablet recently, so I'm not completely disconnected, but I spent over $1,000 on those two monitors, and I can't use my new computer until I get them back.

#firstworldproblems I know. But right now Acer is getting a failing grade from me for this experience. And the experience I had today calling Acer support would have been hilarious if it hadn't been so aggravating... Smiley Happy

Llewen

P.S.: The hardware for this monitor is terrific. It has a beautiful picture. I love the high refresh rate and low latency. But the software and the customer service experience has been abysmal...

Llewen

I'm pretty sure I know what them wanting to know the particulars of my video card was all about. They wanted to be sure it supported Freesync. This was in spite of the fact that I had put in my original support request that I had had Freesync enabled, but it had stopped working after I started using Graphics Overdrive--a known issue.

If my video card hadn't supported Freesync, they would likely not have upgraded the firmware, and would have charged me for "wasting their time". All speculation, but given the phone call I received where the support technician tried to convince me there was nothing wrong with the monitors, it was a problem with my computer, a likely scenario I think.

Anyway, monitors have been "repaired" and should be arriving tomorrow a.m. I still won't buy another Acer product unless that ridiculous policy on firmware updates is changed...

UserID10T

The known issue you speak of...I have not read about it anywhere. Not to say that I looked after you mentioned it, as I've been busy. In fact, while I have Graphics Overdrive active right now, the Freesync checkbox is visible, and enabled. I also actually SEE the benefit of Freesync. I am on the latest beta driver, but the latest stable driver also showed the checkbox when Graphics Overdrive is active.

Could you please provide some more detailed information about your system/settings, driver version, etc. so I can see what I have different? Perhaps it can lead to a resolution for your problem, at the least.

I have confidence with a little frustration and some reasonable deductions we can come to a satisfying solution or explanation.

Llewen

You don't have to look too hard. TFT Central's review was the source of most of the information on the net about these issues. The updated firmware was available before July 2, 2015, and my monitors were probably from the first run before the update to the firmware. It could well be that the firmware on your monitors is the latest available, which would explain why you didn't experience the same Freesync issues I, and others, did.

Mainboard: ASUS Crosshair V Formula-Z

Processor: AMD FX-8350

Graphics Card: 2 X GIGABYTE Radeon R9 380 GV-R938G1 GAMING-4GD (in Crossfire)

Llewen

And just so we're perfectly clear. I don't have a problem with the hardware. I don't have a problem with the first run of a new product having some software glitches. What I have a problem with is Acer not making available the firmware update that fixed those glitches so that I could have updated the firmware myself and not gone through two and a half weeks without my primary computing device.

If the monitors did actually need to go to a technician to have the firmware updated, because, for example, a chip needed to be replaced, or proprietary tools were needed to open the shell and plug into the circuit board that way, or some such reason, then that's just bad design. Firmware updates should be expected, and a simple way of allowing the customer to update their own firmware should be a part of the unit's design.

UserID10T

Oh I agree that the firmware update policies are not of this century, and the customer service line was less than helpful. The staff here through the site have been fairly responsive, so far, however. I hope that someone does see your complaint here and forwards it to the appropriate team.

Acer has a great opportunity to take feedback from it's client base who currently own or have owned their products using this medium, and they would be foolish to not accept that their service and support policies need to be revised.

The potential loss of income from shipping is far outweighed by the loss of product sales due to poor support. To be honest, after FIRST using this monitor, I was convinced to buy 3 by year's end(A few friends who would as well). After my experience so far, the only way I could consider further purchases beyond this one, would be some serious changes in customer relations. This would best be handled through an official announcement, admitting to their need for change.

I do have confidence that the team here is receptive to these messages, but are clearly limited in the ability to promote change, or even reply in many cases.

Honestly, I'm surprised your post wasn't deleted for being defamatory, albeit honest.

Llewen

I'll be honest, I expected this entire thread to be deleted long ago. So kudos to Acer and the mods here for that. Let's see if anyone who can make changes to this policy is actually paying attention... Smiley Wink

Llewen

So, I got the monitors back today. Apparently I have the latest firmware on them, and there is nothing wrong with them. However, FreeSync still doesn't work with Graphics Overdrive enabled.

If they had had the firmware update available for download, I could have found out for myself that my firmware was the latest available, and been able to ask better questions in my support request.

Maybe it's a video driver issue... Who knows...

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