Acer Warranty or how Tech Support abandoned me
For Back Story Go Here: Permanent Link to Acer Customer Support (AT3201W)
The short version: I have a Acer 32″ LCD Display that has developed a fault within the 2 year warranty period.
So I had a visit from an engineer on behalf of Acer. The screen was displaying the problem when the engineer arrived and I was pleased the engineer had seen this problem before. Sadly that gave me false hope.
The problem is intermittent until the display is warmed up. So with my bad luck about 90mins after the engineer left having replaced one of the main boards The problem reappeared (see below).
So I called the warranty line (again) and waited a full 20 minutes before my call was handled. When it was I hit a brick wall with Ryan the representative who was helping me. (Case 477-375N).
He said they could not guarantee the display would work with 3rd party hardware (my sky+ box in this case). So I asked for confirmation in writing and received the following.
With regards to your warranty position on adding hardware to your computer. You are able to add hardware yourself, however if by doing so you damage any of the internal components of the machine during the fitting or as a result of the additional hardware your warranty may become void. Also note, that Acer would not support any additional hardware added by yourself, nor would we support any software conflicts arising in this configuration.
So basically I am left with a Acer display product I cannot use with the most popular digital satellite provider (SKY).
An analogy would be if Acer sold cars it appears they are saying they could not guarantee to run on petrol.
I feel very let down by Acer’s lack of ownership of this issue.
I contacted the UK head office of Acer and spoke to a gentleman called Tarlock who took my details.
When I asked Tarlock if someone would contact me he said “hopefully”.
Office2007 User Interface
August 8th, 2007 at 1:53 pm
Typical… that is, typical in my experience when trying to deal with getting electronics (or anything for that matter) repaired under warranty.
I, for one, would be willing to to pay a 10% commission/premium/add-on/call it what you want, to someone who could provide 100% guarantee that they could facilitate a quick, efficient, painless resolution/repair for my product needing service, for which I have purchased an extended warranty.
Hmmm, think that might be a good business idea? LOL An electronics bounty-man of sorts.
August 8th, 2007 at 2:11 pm
Hi Terry
Thanks for leaving a comment.
Well I find myself very annoyed that they dont accept responsibility for this issue. I have done more than my fair share of problem sloving for them by using different cables (scart+s-video), connections and even another sky box.
It doesnt take sherlock holmes to isolate the problem is with the display.
All I can say is I am not done yet.