Acer Complaint - You call that SERVICE?
I have, on two occasions, had problems with Acer Laptops. The first experience was with my wife's laptop, the cd/DVD drive stopped functioning. Now mind you, I have been building and servicing computers since 1996. I did all the trouble shooting to verify in my mind that the problem was the drive. I called Acer Tech support and went through their steps (all the things I had already done) except for their final step... Restore the pc to it's original factory settings... WIPE OUT THE HDD! Just a little excessive I thought so I said I would just send it in. Well their first trouble shooting step at depot repair is to wipe out the hdd and restore to factory. Awsome, the deleted everything we put on just to find out they needed to replace the cd/DVD drive.
My second experience wasn't any better. A customer brought me a laptop where the DVD portion of the cd/DVD drive worked but the cd didn't... Audio, data, even blank cds were not recognized. Again removed the drive and let Windows find it, same problem. Called Acer Support, asked to purchase a drive. I was informed that the laptop was under warranty and they would send the drive if that was the problem. I again went through all their steps and again the last step was to wipe out the drive. I let the customer know and he said ABSOLUTELY NOT. Too many service documents and programs that risk being lost. I let Acer know this and that we were willing to purchase the drive @ $140 just send it. I was told that Acer's policy is not to send out any parts unless the system has been restored to factory settings. End result... Customer purchased a good external drive for $60 and Acer lost a customer. Acer should take a page out of Dell's Service Manual... When you send your laptop in to Dell, they tell you to remove your hard drive and battery. Acer could do that, insert a ready to go hard drive and find out that the cd/DVD drive was bad without having to delete everything. Poor Joe user that isn't familiar with or know how to use backup and restore software!! And what if the drive quits working again after restoring?