25 of 47 people found the following review helpful
CNE, MCP, MCSE, A+ PC Tech Review
, January 30, 2012
This review is from: Acer AS5733Z-4469 15.6-Inch Laptop (Mesh Gray) (Personal Computers)
Before you even think about buying an Acer computer you should at least stop and read this transcript of my attempt to service an Acer laptop with a serious hardware issue still under warranty:
Dharan Manu (Listening)
Jimmy Jose: Hi, my name is
Jimmy Jose. How may I help you?
Mark: * Case #PAC40094
* Case #PAC40443
Mark: I put in the first case number above, spent an hour explaining my issue and then the case was closed when I went in to see the status. No one contacted me and yet they closed the case.
Mark: I put in my address in Yellowstone, the address of the [place I work] in Yellowstone, but both times it said "Invalid Address". So, now I have had to use a friend's address in nearby Gardiner.
Mark: I have worked with Dell and HP customer support for 12 years and never had this kind of experience in not being responded to.
Jimmy Jose: I apologize for the inconvenience happened.
Mark: This laptop has a serious issue that must be hardware related. For one, I took it back to the factory defaults and still had the exact same problem with it freezing up when the fan comes on.
Jimmy Jose: I understand that you have created repair order and unable to open the case foe detailed explanation.
Mark: "foe" what?
Mark: Why can't I open a case with Acer, with a laptop that's still under warranty????
Jimmy Jose: Mark, your case ID is waiting for approval.
Jimmy Jose: After getting approval, you can edit the case notes.
Mark: That's because I just opened a second case a few minutes ago. Tell me why the first case was closed with absolutely NO EXPLANATION???
Jimmy Jose: You was not suppose to open a case at that time.
Jimmy Jose: Sorry for the typo.
Mark: What do you mean "I was not suppose to open a case at that time"???
Mark: What else am I supposed to do if I open a case and Acer closes it before doing anything about it?
Jimmy Jose: Unfortunately you have no option to open two cases at a time.
Mark: So, are you saying that Acer can close a case with no explanation and I can't open a second case???
I then, asked to speak to his manager and it took about a half hour to get it across to him that I had not sent the laptop in and had it returned, but was simply trying to open a ticket for the first time. I explained to him that I took the laptop back to its factory defaults and it still freezes up and hesitates whenever the fan turns on, although it is somewhat better when the battery is not in it. After an hour, all he could do for me is give me a phone number to call tomorrow...
MY ADVICE TO YOU IS NOT TO PURCHASE AN ACER COMPUTER! I SUSPECT THAT THEY ARE STUFFING THE BALLOT WITH FIVE STAR REVIEWS FROM IMAGINARY CUSTOMERS AND HAVE DESIGN PROBLEMS IN MANY OF THEIR MODELS. ITS THE WORSE COMPUTER I'VE EVER DEALT WITH AND AS A DESKTOP TECHNICIAN FOR OVER A DECADE, I HAVE WORKED WITH DELL AND HP SUPPORT HUNDREDS OF TIMES, PURCHASED HUNDREDS OF THOUSANDS OF DOLLARS WORTH OF COMPUTERS, SKIP-JUMPED OVER MOST HARDWARE ISSUES WHEN TALKING TO TECH SUPPORT AND NEVER BEEN TREATED IN SUCH A MANNER BY EITHER HP OR DELL. I AM WARNING YOU NOT TO BUY ONE OF THESE PC'S JUST BECAUSE THEY'RE INEXPENSIVE AND TO BE AWARE THAT THEY HAVE NO CONCEPT OF HOW TO SUPPORT THEIR CUSTOMERS.
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