Aspire 1: I called with software questions and technical support said to send back to repair

kraftydave

This discussion was created from comments split from: Acer laptop complaint.

kraftydave

I purchased a basic Acer Aspire 1 laptop last week and am very happy with it as it replaces a basic but older Dell that was giving me a lot of headaches. This new Acer seems to be of better overall quality believe it or not. I use if for business but rely on my Apple for personal use.

Here is my issue. I called twice with software questions relating to loading a printer. I understand the warranty does not cover reloading software or viruses/malware, etc. But all I had were some basic questions about loading software to get my printer to work. Both technical support people were in a hurry, and both said that this needs to go to the warehouse? I asked what that meant, and they said you would need to send it back for repairs. This was not an acceptable solution and the conclusion to do this had no evidence to support doing so.

I was finally able to get the software loaded and to find the proper file, etc., but the advice given was unacceptable and obviously to me these calls were not recorded. Years ago, I worked in computer technical support and we were never that short with a customer.

Ingrid-Inactive

Hello @kraftydave,

Thank you for your participation in the Acer Community. Although we are happy to hear you are enjoying your new Aspire 1 and was able to resolve your issue, we are sorry to hear you had a poor experience while contacting the support. I sent you a private message requesting some additional information in order to pass your feedback along, if you would like, and prevent it to happen in the future. Please check your inbox and reply at your convenience.

Best Regards,

Acer-Ingrid

[The Acer Community is not a direct portal for Customer service, the Acer Forum Discussions were designed as a peer to peer support community where Acer users help other Acer users. Many Acer employees (Moderators), read the various topics posted here and you will notice that some Acer employees interact with members when appropriate, primarily we want the community to be a place where members can exchange their own advice and ideas.]