Acer - never again
I haven't written for a while and today I'm not a happy chappie. On Saturday my Acer laptop died, only a month and a bit out of it's 1-year warranty period. The prognosis: system boot failure. Basically my motherboard is trash. But how did this happen - was it misuse? Was it because I didn't treat my computer with respect? No. Afraid not.
I've been following it up and they've told me that the best I can expect is to pay £350-700 for a new motherboard. The Acer engineer I spoke to was completely unsympathetic and told me I was better off just buying a new laptop. It's news to me that I can only expect to get a years worth of use out of my laptop these days. Apparently as soon as the warranty period has expired I can expect my purchase to self destruct.
Completely furious I've started to forward the following letter about (Note: Letter has been updated):
'To whom it may concern,
I have been directed to email you for assistance by Acer UK. I am a very upset Acer customer. In fact, that would be putting it mildly. I'm outraged and disappointed for the following reason: I purchased a new Acer lapptop just over a year ago. As of Saturday 10 February, a little over a month outside of the 1-year warranty period, it died. I've spoken to technical people, including your own engineers, and they tell me that i'm better off just buying another laptop. This is beyond disappointing.
Furthermore, after spending the last 3 weeks following up with Acer UK they've directed me to contact you as the only way they are able to help me is if I pay. Finally, I have been in contact with other owners of Acer Aspire 3003WLMi's who have similar issues with their motherboard. In at least one case the support center (Texas) was able to extend their warranty for 3-months. This gives the impression that it is a known fault.
** My story **
I purchased an Acer Aspire 3003WLMi (Serial Number: LXA550 56255380 D3A1EMO1) in mid-December of 2005 while I was travelling in British Columbia, Canada. It seemed like a good purchase, and at the time the salesperson (at The Source) assured me that it was both reliable and durable. Furthermore I was thrilled to receive with my purchase a 1-year travellers warranty just in case.
On Saturday 10 February 2007, a little over a month after my warranty period, my laptop computer stopped working. The power light was on but my computer refused to show even the opening Acer screen. I removed power, gave it 2 hours to cool, and then tried to boot again. It got as far as the WindowsXP diagnosis screen before rebooting itself and giving me a blank screen. Since then it has refused to even get as far as the Acer boot screen.
I've independently tested the hard-drive (which is completely fine and stable) and have spoken to a number of computer engineers, including two of your own technical engineers in the UK. They have advised me as follows:
1. I am suffering from a System Boot Failure. In layman's terms this means that my motherboard is rubbish.
2. It will cost me £41 (approximately $US80) to get the machine examined, but it can't really be anything else if it doesn't even get to the boot / BIOS screen.
3. It will cost mke a further £350-700 ($US700-1400) to get the motherbaord fixed / replaced.
4. In addition, your own technical engineer advised me over the phone that I might be better to just buy another laptop.
** Perspective **
But wait, I'd like to put this into perspective:
1. I purchaesd this laptop just over a year ago Last time I checked, a reasonable expectation for laptop life was 2-years minimum.
2. I have used this laptop regularly, but have taken good care of it.
3. A little over a month outside of the warranty period the laptop breaks down with a problem that will cost what I paid for the computer in the first place. Is this normal for these machines? Have I got a lemon? What recourse have I?
Your UK staff have informed me that since I am outside of the warranty period it is completely MY problem. Furthermore, even if I was still within warranty they would not help me because I purchased the computer in Canada and could not prove that I was going to be in the UK for less than 3-months (I am not a resident here). Finally, your engineers tells me that I'm better off to just purchase a laptop. Forgive me, but I find this just a little outrageous!
Can you assist me? I am very disappointed and would prefer to get my laptop fixed rather than just go and buy a new one (and if I was to buy another laptop I'm afraid it wouldn't be Acer!). However, I'm not willing to pay the cost of a new laptop just to have an old one fixed. Added to which, when it broke down I was just out of my warranty period.
** Final words **
I do know my way around computers - I have worked in the IT industry, know my hardware, and previously have had a very high regard for Acer products. As such I believe I'm a relatively well informed consumer. That said, my experience thus far have not met my expectations at all. I'd prefer to believe that I was unlucky with a faulty component than that I received a sub-standard item in the first place.
Please provide me with some indication of my options. I appreciate your time and assistance.'
If you had to ask me next time you bought a laptop computer I'd have to say - 'Don't buy Acer - it isn't reliable. You're better off investing in a brand you can trust.'
I've been following it up and they've told me that the best I can expect is to pay £350-700 for a new motherboard. The Acer engineer I spoke to was completely unsympathetic and told me I was better off just buying a new laptop. It's news to me that I can only expect to get a years worth of use out of my laptop these days. Apparently as soon as the warranty period has expired I can expect my purchase to self destruct.
Completely furious I've started to forward the following letter about (Note: Letter has been updated):
'To whom it may concern,
I have been directed to email you for assistance by Acer UK. I am a very upset Acer customer. In fact, that would be putting it mildly. I'm outraged and disappointed for the following reason: I purchased a new Acer lapptop just over a year ago. As of Saturday 10 February, a little over a month outside of the 1-year warranty period, it died. I've spoken to technical people, including your own engineers, and they tell me that i'm better off just buying another laptop. This is beyond disappointing.
Furthermore, after spending the last 3 weeks following up with Acer UK they've directed me to contact you as the only way they are able to help me is if I pay. Finally, I have been in contact with other owners of Acer Aspire 3003WLMi's who have similar issues with their motherboard. In at least one case the support center (Texas) was able to extend their warranty for 3-months. This gives the impression that it is a known fault.
** My story **
I purchased an Acer Aspire 3003WLMi (Serial Number: LXA550 56255380 D3A1EMO1) in mid-December of 2005 while I was travelling in British Columbia, Canada. It seemed like a good purchase, and at the time the salesperson (at The Source) assured me that it was both reliable and durable. Furthermore I was thrilled to receive with my purchase a 1-year travellers warranty just in case.
On Saturday 10 February 2007, a little over a month after my warranty period, my laptop computer stopped working. The power light was on but my computer refused to show even the opening Acer screen. I removed power, gave it 2 hours to cool, and then tried to boot again. It got as far as the WindowsXP diagnosis screen before rebooting itself and giving me a blank screen. Since then it has refused to even get as far as the Acer boot screen.
I've independently tested the hard-drive (which is completely fine and stable) and have spoken to a number of computer engineers, including two of your own technical engineers in the UK. They have advised me as follows:
1. I am suffering from a System Boot Failure. In layman's terms this means that my motherboard is rubbish.
2. It will cost me £41 (approximately $US80) to get the machine examined, but it can't really be anything else if it doesn't even get to the boot / BIOS screen.
3. It will cost mke a further £350-700 ($US700-1400) to get the motherbaord fixed / replaced.
4. In addition, your own technical engineer advised me over the phone that I might be better to just buy another laptop.
** Perspective **
But wait, I'd like to put this into perspective:
1. I purchaesd this laptop just over a year ago Last time I checked, a reasonable expectation for laptop life was 2-years minimum.
2. I have used this laptop regularly, but have taken good care of it.
3. A little over a month outside of the warranty period the laptop breaks down with a problem that will cost what I paid for the computer in the first place. Is this normal for these machines? Have I got a lemon? What recourse have I?
Your UK staff have informed me that since I am outside of the warranty period it is completely MY problem. Furthermore, even if I was still within warranty they would not help me because I purchased the computer in Canada and could not prove that I was going to be in the UK for less than 3-months (I am not a resident here). Finally, your engineers tells me that I'm better off to just purchase a laptop. Forgive me, but I find this just a little outrageous!
Can you assist me? I am very disappointed and would prefer to get my laptop fixed rather than just go and buy a new one (and if I was to buy another laptop I'm afraid it wouldn't be Acer!). However, I'm not willing to pay the cost of a new laptop just to have an old one fixed. Added to which, when it broke down I was just out of my warranty period.
** Final words **
I do know my way around computers - I have worked in the IT industry, know my hardware, and previously have had a very high regard for Acer products. As such I believe I'm a relatively well informed consumer. That said, my experience thus far have not met my expectations at all. I'd prefer to believe that I was unlucky with a faulty component than that I received a sub-standard item in the first place.
Please provide me with some indication of my options. I appreciate your time and assistance.'
If you had to ask me next time you bought a laptop computer I'd have to say - 'Don't buy Acer - it isn't reliable. You're better off investing in a brand you can trust.'
posted by the wastrel @ 9:57 AM
9 comments
