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14 posts

Geek


  #783596 18-Mar-2013 19:24
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nah not going to court now since I got the store credit eventually

103 posts

Master Geek


  #783900 19-Mar-2013 13:32
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Rickdias, when the laptop started faulting who did you first contact?
If you went direct to Acer, and then turned to PB I can kind of understand PB being the way they were.
From a retailer point of view, it is kind of frustrating having an upset customer get you involved after a few months, because you are now piggy in the middle and facts can get garbled if the retailer has to play catch-up.
In case of a suspected warranty repair, always best to approach the retailer first.
I can also understand Acer's position with the last two faults as being traced to your attempts to install MS Office (as I gather from your first post).
In your profession, you should be able to understand that software can go awry for a variety of reasons.
If you approach the right people with the right attitude and with the right information, in some cases the manufacturer will assist by replacing/repairing at their cost (Warranty 'Goodwill').

Warranty work also has quite strict guidelines, so you cant just barge into a place and demand warranty work. More often than not, the fault has to meet specific criteria for warranty repair/replacement to be accepted.

I had a customer return a vehicle to us for what turned out to be an expensive warranty repair, when one of us inadvertantly smelled petrol wafting from their diesel tank. Checking this out, the customer had put wrong fuel in the vehicle, and driven for 1000km and complained of poor performance from their 1yr old vehicle.

 
 
 
 




14 posts

Geek


  #784488 20-Mar-2013 14:32
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Cambo: Rickdias, when the laptop started faulting who did you first contact?
If you went direct to Acer, and then turned to PB I can kind of understand PB being the way they were.
From a retailer point of view, it is kind of frustrating having an upset customer get you involved after a few months, because you are now piggy in the middle and facts can get garbled if the retailer has to play catch-up.
In case of a suspected warranty repair, always best to approach the retailer first.
I can also understand Acer's position with the last two faults as being traced to your attempts to install MS Office (as I gather from your first post).
In your profession, you should be able to understand that software can go awry for a variety of reasons.
If you approach the right people with the right attitude and with the right information, in some cases the manufacturer will assist by replacing/repairing at their cost (Warranty 'Goodwill').

Warranty work also has quite strict guidelines, so you cant just barge into a place and demand warranty work. More often than not, the fault has to meet specific criteria for warranty repair/replacement to be accepted.

I had a customer return a vehicle to us for what turned out to be an expensive warranty repair, when one of us inadvertantly smelled petrol wafting from their diesel tank. Checking this out, the customer had put wrong fuel in the vehicle, and driven for 1000km and complained of poor performance from their 1yr old vehicle.


I contacted PB tech when I had the first fault and PB directed me to Acer and they said I don't need to get them involve at all.

To be honest, I understand a product cannot be perfect so I was a smelly customer until they tried to accuse me opening up the laptop myself. Then I went back to PB and ask them to engage since I don't want to deal with Acer, the big liar again. 

I also understand software can fail for whatever reason. However, one cannot blame software all the time while their product has a fault , right? The best example was the Hardware fault from the 2nd time where it led to MS office failure.

Surely there is bug in windows 8 too but will anyone accept a laptop which doesn't work on major software like MS office, Avast virus or if tomorrow it doesn't work on Adobe reader or itune? 

Once again, if the software crash was the only issue then I would have tried to find another way to fix or simply wait for a patch from win8. However, I was at a point where I could not isolate the issue to software since it failed twice in 2 weeks.

Also I think I am patient enough to proceed to court after not having a laptop for this lengthy period.


 

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