Acer Rant - Chapter 4

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...