Dear Sirs,
I do not know what I should describe Acer poducts... but I have a compelling reason to denounce their worthiness.
I purchased an Acer Aspire 5536 from the Croma Mall at Bangalore on 29 Aug customer no : 9016904, Laptop Sl No: LXPAW0099320CB182000 and believe me, I have had a torrid time with the system getting disconnected immediately after connected to the LAN.
You may want to know that I have been making numerous calls to the call centre, as well as the local service centre and a complaint no was assigned to me with Reference ID : 091909-92.
Let me take you through the sequence of events, so as to correctly portray the actual deficiencies :
1. I reported the matter of lan getting disconnected after I came back to Bangalore sometime aroud 16 Sept. Till then I was not using the new laptop, as i already have a company laptop with me, which I work from home without any trouble or lan problems.
2. The call centre each time was addressed by different people, each giving different solutions :
- First they said that the Atheros driver was to be uninstalled and I had to download the LAN drive from the acer service site.
- Second, they said that you will need to uninstall the Ethernet driver too.
- Third person said that you would need to follow certain steps to get to the problem... the telephone got disconnected and after multiple attempts, there was another person that said you would need to go to the service centre.
- The closest service centre being the Carlton centre on the Old Airport Road, I did go there.
- They checked and said that the McAfee was to be deleted and this could be the reason for 2 antivirus software conflicting with each other on the system...
- I came back and again had the same trouble.
- Again i called the call centre and they said that they cannot do anything.
- I went to the Croma shop, disgusted with the product. There the gentleman said that he would reload the O/S once more and that I will lose any saved information. I agreed and he did that and handed over the laptop to me.
- It again had the same problem and I again called the Chroma guy... there was a promise to call back, that never happened, despite me calling some 4 times to Croma.
- The next day I called again and they said that I needed to go the service centre. I called the call centre and they repeated the same thing.
- Again I went to the service centre, who asked me to load a mozilla (non explorer), which they said was better...
- This was done and I again tried to check the same at home. No improvement... again the LAN used to get disconnected.
- Again I called the service centre and asked them if they could resolve the problem.
- They asked me to lodge the laptop with them for a day or two to check out and then call me back.
- After 2 days, they called me up on 25 Sept and asked me to take the laptop, as it was perfecctly fine.
- I asked them what they had done. They said that they had re-installed the BIOS.
- I came back to find the problem unresolved.
- Since it was late in the evening, I called them the next day to inform them.
- I requested them to call on a service guy to check out what could be the issue. I agreed to port the service rep and did so today (26 Sept). He came in and said that it could be because of the proxy settings, that should not be clicked. I am not a software or a hardware specialist and hence I said that I have not configured anything myself. All I needed was my internet to work and nothing else!!!
- The computer wa sworking then for about 30 mins, when I presumed that the bug was repaired. I dropped the service rep at the place.
- Again when I came back in the evening and logged on. It was working for 30 mins without interruption, so I confirmed to the service centre informing them as a matter of curtesy that the laptop was working fine.
- As luck would have it, the bug appeared immediately and the LAN again hung. The problem persisted and I called the service team there. They said that there was a holiday on Sunday, as well as Monday and that the service engineers had left the evening, so anything could be actioned on the coming tuesday (29 Sept).
I have purchased this laptop on 29 Aug and have not had a single day (forget even 1 hour) of internet disconnection...
I demand, given this extreme mental turmoil, as welll as prolonged agony that this be esclated to whoever is seniormost in Acer India and appraise him of the defective product line.
I am compelled by circumstances to discard this laptop, not for the lack of any service assiatance, but for the fact that this product line is defective and should be discontinued immediately in the larger interest of the customers.
And, just in case you thought how did I type this message to you, I am doing so from another laptop, where the connectivity has / will not fail, as I type, also from home.
It is sad how companies are unwilling to accept their defective product lines are are making customer run and be at the mercy of their service engineers, who can do as much as they can in their limited technical knowhow/experience.
Best Regards,
Ravi
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