Availability to ACER support for 4 day-old monitor

byr-happy
byr-happy Member Posts: 4 New User
in 2015 Archives

To anyone at ACER:

 

I have spent hours trying to find support or chat. Every way I try, I get re-directed to: "The Acer Chat service is not available on mobile devices or on devices with a low screen resolution. We are sorry for the inconvenience."

 

I do have a Question Reference # ***, Created: 09/25/2015 08:16 PM, on my Monitor, Model #: V206HQL, SNID #: ***5, Serial #: ***.

 

When I asked: "How do I make the contrast better? How do I lessen the brightness? I found buttons on the bottom right but do not know how to access the arrows." That was completely ignored during the chat. Yet the emailed transcript states: "Status: Solved"

 

My opinion of your website is extremely low. My idea is to improve your website drastically! Add an email address (NOT noreply @acer.com) for support when nothing else works. In the email I received from you I was told I could revisit ... BUT HOW? ... I tried, Just now, to respond to the email from ACER: noreply@acer.com ... but I'm not going to hold my breath.

 

- Ynze

 

[edited for privacy-please do not post personal or unique information such as but not limited to full names, email addresses, phone numbers, serial numbers, etc.]

Answers

  • laurent_14
    laurent_14 ACE Posts: 10,380 Trailblazer

    Hello,

     

    See the attachment.

     

    Note:

    I'm not an Acer employee. I'm only a volunteer.

    France
  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Hi Ynze,

     

    I'm sorry that you had a less than desireable experience in dealing with our support teams. I hope Laurent's message provides some help in understanding how to use the control panel. It's generally consistent with nearly every monitor I've ever used, but the design has never been very intuitive and I still sometimes have to push random buttons to figure out what works and what doesn't and I've been working with and around monitors for nearly 25 years.

     

    I understand the idea of 'adding an email address when nothing else works' and it isn't there because we don't want to help, it isn't there through a lot of research and understanding. Unfortunately, open email addresses on the web get crawled and sold for spam and scams and are used by less than scrupulous individuals. This is the reason Phil came in and cleaned up some of your information. We actually decided to do away with email as it just didn't generate the level of customer satisfaction we were looking for in the US/Canada region and we're able to focus those resources into other area's such as phone and chat and the Acer Community serves basically the same function of being able to ask a question and get an update when someone adds information to your original post.

     

    With this said, I'm certainly not saying we can't improve or mistakes or that haven't been made but we do think long and hard about the best way to help our customers and keep our costs down, which ultimately determine the cost of the Acer product for you.


    Let Laurent and I know if his suggestion helped and if not, we'll see what we need to do to help.

     

    Thanks,
    Cory

  • byr-happy
    byr-happy Member Posts: 4 New User

    Thanks for your lengthy reply, Cory. The attachment Laurent sent me I had already read and copied to my docx.

    You must do something about your website. It is one of the most user unfriendly sites I've visited. Thanks for your email. the link led my directly to my question and Laurent and your replies. when I tried to reply, I couldn't. I fumbled in the dark, had 9 tabs for ACER open, trying to find a solution, stumbled on a log-in area, redirected to another page, took many clicks and scrolling to find 'ACER community', back to email, click on original link (by then ACER decided to honour my log-in ... it has not been due to ACER support that my monitor is working properly.

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    I hear you loud and clear. Work is currently ongoing for a new release of our web pages which will be an entire revamp of our current proprties. With that said, we won't be stopping there. We've spent the last couple of years and have through seval revisions of the website and will continue to improve it.


    We have 3rd party analyst, survey's and a number of other tools that help us identify weak points and get them fixed.

  • byr-happy
    byr-happy Member Posts: 4 New User

    Hi Cory:

    Another issue I accidently came across is to go to Windows Control Panel, in search box I typed in 'monitor contrast' and I was sent to contrast on / off page. By clicking on high contrast really made a difference for me.

    A possibility for future ACER monitor is to have the button lit up as I coulc not find, see, or feel them!

     

    - Ynze

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