Why such poor customer service?

cybergraham
cybergraham Member Posts: 1 New User
in 2012 Archives

I had reason to return my A500 tablet under warranty because of what I regarded as a flaw with the screen in that there were 3 spots clearly visible on the screen when it was switched off.

I called support which appears to be based offshore and outside the UK and was dealt with in an efficient manner or so I thought at the time.

I packed up my tablet and returned it by UPS to Infoteam in Plymouth and wonders of wonders it was returned back to me within a few days.

When I opened the box I found my tablet had the same spots/dots on the screen exactly as were there when I returned it.

 

To add insult the repair centre report clearly says "Unit checked carefully. No dots (spots) found."

The description of the problem was precise and clear so the person I had originally spoke to had done their job. This cannot be said for the so called technician who examined my tablet.

For the record I have a visual impairment and my wife needs glasses however when the tablet was returned she (my wife) without her glassess could see the spots that we still there.

I appreciate the complexity of some fault diagnosis and whilst my problem is not that serious and does not affect the operation of the tablet it beggars belief that  the person who examined the unit in the first place failed to see the spots. Maybe it was some one on work experience but I for one am disgusted at such a schoolboy error and the apparent lack of quality control in that NOTHING appears to have been done and they are suggesting the spots are a figment of my imagination.

 

The unit has been returned for the second time.

By the way it is not dead pixels and the spots can only be seen when the tablet is turned off. It is not damage and appears to be under the surface of the screen.The latest suggestion from the support team is that they are air bubbles but I think not.

 

Not happy at all and welcome your comments.

Answers

  • Travis-Acer
    Travis-Acer Acer Crew Posts: 681 Acer Crew

    We're sorry to hear of your negative support experience.  Your local regional Acer office would be the best equipped to get this issue fully resolved for you.

  • blessedtech
    blessedtech Member Posts: 2 New User

    I PAID $30 TO SHIP MY ACER ASPIRE LAPTOP IN THE FIRST TIME FOR WARRENTY REPAIRS, THEN I HAD TO SHIP IT BACK 2 MORE TIMES AND ACER PAID THE POSTAGE THINKING THEY WERE GIVING ME SOMETHING,,,,I HAVE SENT IT IN A TOTAL OF 3 TIMES HAVE BEEN WITHOUT MY LAPTOP FOR THE MONTH OF DEC AND I SELL THINGS USING MY LAPTOP WITH THE MONTH OF DEC BEING A SHOPPING MONTH IN FACT THE MOST BUSIEST MONTH OF THE YEAR I RECIEVED IT BACK YESTERDAY THINKING ALL MY PROBLEMS WERE SOLVED AND HAD A MEETING WITH A BUSINESSMAN AT 3PM AND I NOW HAVE MORE PROBLEMS WITH MY LAPTOP THAN THE FIRST TIME I SENT IT IN THE FIRST TIME, AND VERY WELL COULD OF LOST A POTENTIAL BUSINESS PARTNER, IN WHICH THE DEAL WITH THE RIGHT CONTACTS COULD OF BEEN WORTH MILLIONS OF DOLLARS DIANE IN CUSTOMER SERVICE ASSURED ME SHE WOULD PUT HER TOP TECH ON MY LAPTOP I DON'T KNOW WHAT THE PROBLEMS U ARE HAVING IN UR WARRENTY SERVICE DEPT,,,BUT I WOULD SUGGUEST UR TECHS BE MORE THOROUGH IN THERE TROBLESHOOTING SKILLS AND READ THE WORK ORDERS FROM THE PAST AFTER CALLING AND COMPLAINING DUSTY  TOLD ME SHE WOULD GET WITH HER SUPERVISOR AND SEE IF THEY COULD RESOLVE THE PROBLEM,,,WHEN I ASKED DIANNE IF I COULD TALK TO HER SUPERVISOR SHE TOLD MME SHE DIDN'T HAVE ONE SO I ASSUMED SHE WAS THE FINAL AUTHORITY ON MY ISSUE,,,,I AM STILL UPSET ABOUT ALL THE CIRCUMSTANCES SURROUNDING MY LAPTOP REPAIRS I FEEL FOR ALL THE INCONVIENCE AND  LOST SALES I SHOULD DESERVE NOTHING LESS THAN A BRAND NEW LAPTOP BETTER THAN THE ONE I CURRENTLY HAVE WITH A 1 YR WARRENTY AND ACER NEEDS SOME QUALIFIED TECHS I AM SURE THERE ARE SOME OUT THERE U COULD CREATE SOME JOBS AND INCREASE THE USA REVENUE THE GOVT IS BROKE NOW DUE TO THE HOLIDAY I HAVE TO WAIT 5 DAYS TO HEAR BACK FROM ACER FOR A SOLUTION TO MY CRITICAL ISSUE,,,,BECAUSE OF THERE 5 DAY HOLIDAY AS IF ITS NOT CLEAR I AM NOT A HAPPY ACER OWNER

  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    Because they can ? This is why there are so many videos and U-Tube tutorials on how to repair. I have two Aspires and a W510 & so far NP though I have upgraded a few things. Most computers today are a community effort with motherboards from one, displays from another, and the disk drive from a third. In fact you can often tell what someone is working on by what orders they have with suppliers.

     

    Consequently, most manufactures often just employ low level techs as parts swappers which cures most problems and they are running out of twinkies for the few who know what they are doing and are occupied in new designs, not obsolete ones.

     

    For me I may use trouble tickets for a problem mainly to rise awareness of something like the BIOS issue that does not really turn off "Secure Boot". Things like that come under the heading of "I could but would prefer not to bother" since it would take a couple of days to dump & reverse engineer the BIOS.

     

    Instead of ranting (what the <rant> and </rant> directives are for), why not just post your problem and ask if anyone else has seen it. First thing I do is to check the internet for the problem I've been having, how I found the fix for the BU-353 HXA driver issue.

     

    If having a screen issue, take a digital picture of it and send with unit or post it. I also tend to mark a sceen so I can tell f it got FA&S. Another suggestion would be to connect to an external display and see if same spots are there. If are, is software, if not, is probably the display. Simple. Of course over the years I have acquired A Lot of parts so can build almost anything.

     

    Do need to ask, if "can only be seen when the tablet is turned off", then what is the bother ?

     

    Just a few thoughts.

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