I am now forwarded to a higher supervisor. I know I have hit the big time because he has a distinct American accent and is named Chris. He notes that I am not happy to wait for the fix for the computer. He is puzzled by this. After all this is what happens when they need to send software in the mail.
I suggest to Chris that at this point the issue is that the computer is not functioning as it should. The original idea that this is somehow normal is obviously incorrect. Why should I wait for a fix when a replacement computer is obviously the preferred method. Chris is not sorry. Chris doesn't even pretend to be sorry. He is adamant - the only thing that can be done is for me to wait for the software to arrive. I point out that this is ridiculous way to treat customers. Customers do not want to buy a brand of computer that may or may not work when you take it out of the box. Chris obviously doesn't care. He says "well you can always go back to the reseller and see what they will do". I tell him that the product is defective and that Acer should be replacing it. Chris says "we are not supposed to say this, but I wonder why you just don't go back to the reseller". I tell him I have just lost an hour of my life starting with the voice mail system trying to get this resolved and it is their problem not the reseller. Now I'm not sure if he was suggesting that the machine was stolen or something? Anyhow, I told him that buying a new computer and not having it work and then going through all these levels to get it fixed is ridiculous but if that is the best Acer can do then I have no choice but to take it up with the reseller.
Here's the thing - if all I needed to do was take it back to the reseller why wasn't that offered in the beginning - rather than going through the warranty? What's the point of all that intervention if it is the seller's problem?
Best Buy has told me that I can take it back to the store (even though I bought if off the web) and return it or replace it. I'm afraid of what will happen if I get the run around when I get in there. C will have to go.
I'll let you know...
Thursday, September 09, 2010
Acer Rant Chapter 3
I get forwarded to the Supervisor. This is my third person to handle my request. He is "so sorry" for the problems he can imagine that this is disappointing. He notes that I am not willing to wait the 5 to 10 days for the disk which will fix the problem.
I explain to him that it is ridiculous that I'm sitting in a city where ACER products are sold but that I'm to wait 5 to 10 days for a disk to fix the problem. I point out that I do not live in the middle of the Arctic - surely there is a quicker way to get his computer fixed. I note that it would not be good PR for me to go around telling people that in 10 business days I may have fix on a brand new Acer. I suggest that since I bought a new computer that does not work that it should simply be exchanged for a new one with the old one going back to the factory. Oh yes, he could see how that would be helpful. But he cannot expediate the fix for the computer. It would have to go to his supervisor. I want to ask him how many circles of Hell exist in that call centre but hold my tongue.
I notice that his accent is not as heavy as the first two front line staff.....
I have also noticed
I explain to him that it is ridiculous that I'm sitting in a city where ACER products are sold but that I'm to wait 5 to 10 days for a disk to fix the problem. I point out that I do not live in the middle of the Arctic - surely there is a quicker way to get his computer fixed. I note that it would not be good PR for me to go around telling people that in 10 business days I may have fix on a brand new Acer. I suggest that since I bought a new computer that does not work that it should simply be exchanged for a new one with the old one going back to the factory. Oh yes, he could see how that would be helpful. But he cannot expediate the fix for the computer. It would have to go to his supervisor. I want to ask him how many circles of Hell exist in that call centre but hold my tongue.
I notice that his accent is not as heavy as the first two front line staff.....
I have also noticed
Acer Rant Chapter 2
I get a very nice man overseas who quickly tells me his ID number. I explain the problem and he is "so very sorry". He has me do some things - which promptly takes me back to the same process that the computer got hung up on every other time I turned it on. I tell him that this looks like the same screen - he assures me that it will work now - just to let it run. Thanks for calling!
You know that the screen got hung up in the exact same place.
I'm now mad not just at the computer but customer service. I call back. Voice service recognizes my phone number and quickly asks me if I am calling about the same problem. I angrily tell "her" yes. She then asks me (and I'm not making this up) if I would like to buy an extended warranty. I assure it I do not.
I now get a woman who is "so very sorry" that things aren't working out. She will help me. She notes that the fix the other gentlemen gave me didn't work but she will see what can be done. She takes me through another process which takes me back to the same file that keeps stalling the process.
I ask her if this normal - to go into eRecovery. She assures me that it is. I reiterate. I ask her very clearly if she is saying that when I buy an Acer computer and plug it in it is supposed to go into eRecovery. She admits that no - they aren't supposed to do that but it is okay. I tell her that we are back at the same screen I have had since I started trying to use the machine. She assures me that it will take 40 minutes for the install to finish.
I suggest to her that 40 minutes for a computer to load one file is evidence of a problem and that she can't seriously expect me to accept that. I then tell her that I had already let the computer sit for an hour on this screen and nothing happened. She is "so sorry" she can see how this would be frustrating. She is going to check with her supervisor.
The fix is this - they will send me a start up disk that will fix the problem. It will take 5-10 days. She sounds cheery. I realize that in her world this probably sounds pretty good. I am really annoyed that Acer has outsourced their customer service to people who have to hand out BS like this all day to snooty Americans - me included. But I say it anyway - "5 to 10 business days is not acceptable - put me through to your supervisor". Oh. She will need to register me to do that - I explain that I have already registered on line. Oh, that's a different file - she needs my info. It gets better...
You know that the screen got hung up in the exact same place.
I'm now mad not just at the computer but customer service. I call back. Voice service recognizes my phone number and quickly asks me if I am calling about the same problem. I angrily tell "her" yes. She then asks me (and I'm not making this up) if I would like to buy an extended warranty. I assure it I do not.
I now get a woman who is "so very sorry" that things aren't working out. She will help me. She notes that the fix the other gentlemen gave me didn't work but she will see what can be done. She takes me through another process which takes me back to the same file that keeps stalling the process.
I ask her if this normal - to go into eRecovery. She assures me that it is. I reiterate. I ask her very clearly if she is saying that when I buy an Acer computer and plug it in it is supposed to go into eRecovery. She admits that no - they aren't supposed to do that but it is okay. I tell her that we are back at the same screen I have had since I started trying to use the machine. She assures me that it will take 40 minutes for the install to finish.
I suggest to her that 40 minutes for a computer to load one file is evidence of a problem and that she can't seriously expect me to accept that. I then tell her that I had already let the computer sit for an hour on this screen and nothing happened. She is "so sorry" she can see how this would be frustrating. She is going to check with her supervisor.
The fix is this - they will send me a start up disk that will fix the problem. It will take 5-10 days. She sounds cheery. I realize that in her world this probably sounds pretty good. I am really annoyed that Acer has outsourced their customer service to people who have to hand out BS like this all day to snooty Americans - me included. But I say it anyway - "5 to 10 business days is not acceptable - put me through to your supervisor". Oh. She will need to register me to do that - I explain that I have already registered on line. Oh, that's a different file - she needs my info. It gets better...
Acer Rant Chapter 1
I know that I have been remiss in writing on my blog! But now I have something I need to write down so I have it recorded and I may as well share it here....
My IBM Thinkpad is pooching out. No worries we bought a used replacement. Didn't realize that the company that we had relied on for so long was actuallyclosing a week or so after we bought it. They unloaded a Dell on us thta did not have enough memory. I I was ready to scrap it if memory would cost to much but C went ahead. Well the computer worked like a dream with the new memory - though the overall design is pretty cheap compared to the Thinkpad.
Well - it just pooched out less than a week later. The hard drive has crashed and I don't think there is any point in even doing more diagnostics then what I have done. So we are going to try to at least recover the price of the memory from the tech - we have given him enough business in the past. In the meantime I see an ACER netbook on sale at Best Buy online.
Now I usually walk away from these deals because I figure they are loss leaders - they won't have any and they will try to upsell me. But it looked like a good deal and I checked around the Internet and the overall feedback was generally good. We need easy access to email and Internet and something to take notes on. Then we can reinvest in getting the old desktop up to snuff.
It comes today and C plugs it in.
It automatically goes into something called eRecovery. This doesn't make sense to me but I'm not too up on these things. An hour later it is stuck on a file and not doing anything. I reboot - same thing again.
I go online on the rickety desktop and manage to register the netbook so I can call customer service and see what is up. You know where this is going -
The customer service voice mail is infuriating. "She" keeps asking me for a Serial Number that is located on the "label". I keep giving it to her but she doesn't like it. Its only supposed to be 11 numbers and mine is much longer. I repeat "Operator" in varying tones of anger but "she" refuses. She will not let me talk to an operator as there is a charge to speak to customer service if I do not have a SN. I can call the other 1-800 line and speak to a service representative for a fee. Yah, right. I call her a bitch - pissed that I'm calling a computer anything and hang up.
After taking the battery out of the netbook I find a SNID number which I can also use. I call "her" back. She recognizes my phone number and does away with the small talk except to ask me for the SN/SNID. Finally! I am put through to a customer service agent.
My IBM Thinkpad is pooching out. No worries we bought a used replacement. Didn't realize that the company that we had relied on for so long was actuallyclosing a week or so after we bought it. They unloaded a Dell on us thta did not have enough memory. I I was ready to scrap it if memory would cost to much but C went ahead. Well the computer worked like a dream with the new memory - though the overall design is pretty cheap compared to the Thinkpad.
Well - it just pooched out less than a week later. The hard drive has crashed and I don't think there is any point in even doing more diagnostics then what I have done. So we are going to try to at least recover the price of the memory from the tech - we have given him enough business in the past. In the meantime I see an ACER netbook on sale at Best Buy online.
Now I usually walk away from these deals because I figure they are loss leaders - they won't have any and they will try to upsell me. But it looked like a good deal and I checked around the Internet and the overall feedback was generally good. We need easy access to email and Internet and something to take notes on. Then we can reinvest in getting the old desktop up to snuff.
It comes today and C plugs it in.
It automatically goes into something called eRecovery. This doesn't make sense to me but I'm not too up on these things. An hour later it is stuck on a file and not doing anything. I reboot - same thing again.
I go online on the rickety desktop and manage to register the netbook so I can call customer service and see what is up. You know where this is going -
The customer service voice mail is infuriating. "She" keeps asking me for a Serial Number that is located on the "label". I keep giving it to her but she doesn't like it. Its only supposed to be 11 numbers and mine is much longer. I repeat "Operator" in varying tones of anger but "she" refuses. She will not let me talk to an operator as there is a charge to speak to customer service if I do not have a SN. I can call the other 1-800 line and speak to a service representative for a fee. Yah, right. I call her a bitch - pissed that I'm calling a computer anything and hang up.
After taking the battery out of the netbook I find a SNID number which I can also use. I call "her" back. She recognizes my phone number and does away with the small talk except to ask me for the SN/SNID. Finally! I am put through to a customer service agent.
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