ACER Customer Services can't help and nearly out of warranty

alun4

A couple of months ago I returned my Acer Aspire 5601 (which has a 3 year warranty that expires on 1st September 2009) as it would not load windows (XP). It would not pass the Acer opening window - then a blank screen with a cursor flashing in the top left hand corner. I could not find the original recovery discs so I agreed to return to Acer to have Software Recovery at £68.48.

On 11th August I had the same screen. I contacted Acer and they instructed I send it back to them. I received a quotation this morning for Software Recovery to Preload at £68.48.

I telephoned Acer Customer Services who answered after 8 minutes and said that their system shows the system can't boot, Windows partition is corrupted.

I don't understand what this means so the lady tried to transfer me to their technical help but volume of work stopped her doing this and she suggested I telephoned back using option 1 (which I have done) but there are no operators available (again after a very lengthy hold on an 0870 number.)

When the unit came back last time I made recovery CDs but I am obviously concerned there is an underlying problem as it seems a very short time for it to go wrong again (particularly as I paid Acer to recover last time - if that is relevant!)

I have not got much knowledge so advice would be greatly appreciated. The Lady in customer services said that the unit had been investigated "thoroughly and had extensive tests" to see if there was a hardware fault but that the hardware was sound. I am concerned as this is my first real use of the warranty and it runs out in days!

Alun

Browntoa

I'd normally suspect the hard disk failing if Windows keeps corrupting

JasX

Browntoa wrote: »

I'd normally suspect the hard disk failing if Windows keeps corrupting

Yes sounds like a dodgy hard drive to me, hardware failure and being in warranty sounds like something to firmly pin on ACER.

At minimum I'd ask ACER to replace the hard disk.

I'd never have handed ACER £70 for putting the a recovery CD into the drive.

If they'll confirm a hard disk failure I'd expect them to refund the cash you paid them when they failed to diagnose an 'in warranty' hardware failure in the first place.

If ACER won't acccept its a hardware failure you might be able to get some conclusive proof getting hold of and running a freeware hard disk diagnostics tool (usually available from whoever made your hard disk eg Samsung, Toshiba etc)

EDIT: the 'no to 0870' website seems to list a few non 0870 equivilent numbers for ACER, have you given any of these a try?

alun4

The e recovery programme would not work when I was talking to the technician on the phone in JUne so I didn't know what to do. This time they just told me to send it back and ..... I agreed!

I did say I have little knowledge!

Alun

PNPSUKNET

send it to an independant company, I use tjit in stoke on trent for myn as they have manufacture trained staff.

alun4

Any thoughts about an independant "expert" who would provide a valid opinion to take on Acer in the CARDIFF to BRIDGEND area?

Leopard

Do not let independent "experts" (nor anyone else unauthorised by Acer) work on it while it is still under guarantee: to do so will infringe its warranty and then you'll be on your own...

alun4

I wrote (signed for post) to Acer and had a "complaint received" acknowledgement by return of post. I also managed to get through to Technical support who advised the machine is being returned to me but in view of my comments they had added notes on the case that would allow me to return it again if the software would not load and they would then also be of the opinion that there was a hard drive problem.

Just hope I will be able to work through the system restore disks when it arrives back!

Many thanks to you all.