Acer one 10 - Why i will never buy another acer product or recommend it.

aceone10user

I am a first time buyer of acer, for the past couple days ive had nothing but headaches with their customer service. 

 

The pc seems to be one of the bad ones out of the box, trying to do a reset i would only get the cant continue pc reset, nothing has changed wording. i tried many other options on the acer community forum and windows 10 community but in the end i couldnt figure it out so i decided to give chat a try. 

 

it started off polite and professional but after a while the person just kept telling me they wont do anything about it because i am traveling overseas, i told them i had an international warranty and maybe i can get it fixed out here. they said i would have to travel back to the US or Canada to recieve a recovery media even with the international warranty. 

 

After talking for a bit longer i realize the person had gotten the PC wrong i have an Acer one 10 which i mentioned about 10 times but they kept giving me copy and paste responses from other machines. 

 

When i brought this to their attention they became defensive and told me i had no choice but to go back to the US. What is the point of the international warranty if they dont honor it? 

 

I asked for them to troubleshoot the problems with me and they said they had already ran through their protocol once and they had to move on. I tried to contact them via chat another time and the second person told me there was nothing he could do and hung up within 2 minutes. The third time i tried i got someone who told me straight out "there is nothing we can do i am going to disconnect now! the other 2 said they tried everything!"...even though the second one didnt do anything because the first one said they had already exhausted their resources.

 

I am never going to buy and forget any recommendation for acer products, i have never had this issue with asus, hp or even dell. take my warning or forever regret it.

Cory-Acer

Hi aceone10user,

 

I certainly understand the frustration of having a new product fail, and I'm sorry to hear that our support team was not able to better assist you. I've sent your name and email over to our contact center team to locate your chat history and review.

 

As far as the system not completing the reset, it could be a corrupted file within Windows that isn't allowing the reset to finalize. Unfortunately, Windows uses what is referred to as WIM Boot, which uses the Recovery Partition to boot the OS which saves space. If you're unable to complete recovery as stated, it would require recovery media, which Agents are only able to ship within their region (i.e. a US rep couldn't send recovery media into Europe and vice versa). Your international travelers warranty will provide support for a hardware failure but I won't cover the Windows operating system, which does not fully resolve your issue.

 

It is a poor set of circumstances for you, and I apologize that I don't have a better option myself. I'm sure our team can help get this resolved for once you're back in the US or Canada. Another option may be that we could send recovery media to a friend or family member who could forward it on to you?

Cory

padgett

Part of the issue is that "Acer One 10" is a generic name for quite a few Acer products. "SW5-012-13TT" is the type of number (or SNID, or first 10 of the serial number) that identifies your particular model. You see if it is the 13TT then it has an Intel 3735F SOC, 2 GB memory, 64GB SSD and has a 32 bit OS.

 

I agree it is confusing (why a Switch 10 is an "SW5"  or why an R11 is really an R3 is beyond me (marketting). However we need to know that to offer intelligent advice.

Cory-Acer

I think the Aspire One 10 specifically references the S1002. Though you're right, there are several models between Apsire One, A10, etc... Of course if I'm wrong, OP can correct me

 

http://www.acer.com/ac/en/US/content/model/NT.G53AA.001

 

Cory

padgett

Exactly what I meant: you mention the

Model Name: S1002-17FR

Part Number: NT.G53AA.001

which is the same except for a 32GB SSD. Then you have the

Model Name: SW5-012-14HK

Part Number: NT.L4TAA.008

Which has the 64 GB

and lots more.

 

This is why it is so important to know exactly with which model you are having an issue.

 

Is really affecting a lot of things. After deciding on replacing another netbook with an R11, I spent several days figuring out exactly which R11 (which is really an R3) to order. Non-trivial and need to really read all available specs (and the reviews may be of different models yet - for example one R3/R11 has a N3050 processor, 2GB, memory, and 32GB SSD  with Win10-32 whle another is N3700/4GB/500GB & Win10-64. Cost difference is really in the noise. Capability difference is extreme.