"If YOU DON'T HAVE ANYTHING NICE TO SAY ABOUT ANYONE.....COME SIT BY ME. ...
It wasn't too long ago, I told you the story of my experiences with Acer. Seems that articles I wrote about 3 years ago concerning Trusted Computing and the hardware/software nightmares implemented to enforce it came home to roost.
We couldn't get to the login prompt due to the Trusted Core sentry. These computers were in essence, doorstops.
On two computers donated to us by nFusion anyway. It wasn't nFusion's doing...they did everything but blowtorch the damned modules out of the computers. Fact is, only two of the 13 they donated had it activated.
Not only was the Trusted Computing Module a nightmare to get by, the endless loop of tech I and tech II support agents who insisted that I pay them 100 dollars plus shipping to get it fixed wasn't exactly a cure for insomnia. We went through days of fruitless phone-sitting before we invoked the nuclear option.
That's a shame.
It was only once we threatened to make a YouTube video of these computers being put through a wood chipper in super slow motion, did someone respond. See, having one of your products brutally destroyed in protest of the lack of customer service isn't exactly good news for the stockholders. That would have been compounded when the video went on to explain that these computers would have went to disadvantaged students if they had worked.
It really wouldn't have been good news for us either. These Acer TravelMate 5720's are great, great computers. One of you is going to find out just how great they are when you win one in our Alienware/Acer laptop raffle.
We honestly have not done nearly as good as we needed to in raising operating funds for the rest of the year. If you want a chance at one of these beauties or some of the other great stuff, come see us at the link provided above.
See, I rebuild a lot of laptops for our kids. Without a doubt, in my opinion the two best laptops
made are Acer and Asus. If Dell didn't produce a different adaptor for every friggin' new model or upgrade, I would include them as well but when it costs us 40 bucks to replace an adaptor for a donated computer, well, that sucks. I have boxes of adaptors that fit any Acer or Asus I might run across. Brilliant money-maker for Dell, but I think they suck for doing it.
Once I got past the 100.00 tech support sentries and got someone's attention that could help me, it was a great experience. As great as going in for a repair experience can be anyway. Their local repair facility is in Temple Texas which is less than an hour's drive from my house so I pounced in the Rodeo and made the trip north to get 'er done.
Not only did Acer fix them for free, they allowed me to sit and wait for the repairs to be made...which was cool because I got the chance to share some time with a gorgeous front desk specialist. I am horrible at names but I believe her name is Casey...maybe Kasey?
I don't know...she was so pretty I didn't bother to confirm. Aside from the positive athstetics, she was smart. I got the chance to introduce Linux to her and spend 45 minutes in great company.
So allow me to balance the scales here. Acer went way past the mark in chapping my nether-regions but in the end (sorry) they made it good and that's what really matters. They did it quickly, courteously and with professionalism. That is getting scarce these days.
Just an unsolicited piece of advice...?
Getting rid of the off-shore tech support might help Acer...I dealt with accents so thick that they would thud if they ever hit the floor. I hung up on three of them simply because I could not understand a thing they were saying. What I found amusing is that when they introduced their obvious India or Pakistan-residing selves, it was with names like "Mike", "Steve" and "Rudy".
But you have to do what you have to do to compete...I understand. I just don't personally like it, having been "outsourced" myself. Thanks for fixing something that needed fixing and doing it well.
Monday, June 29, 2009
blather and mumbling provided by Ken Starks at 5:42 AM