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3 posts

Wannabe Geek


Topic # 22591 2-Jun-2008 07:22

Can someone tell me what the following error means?

SMART Failure Predicted on Hard Disk 4: WDC WD800BEVS-22RSTO-(S1)

I've run SPEEDFAN which tells me that I'm running at 98% performance but ZERO fitness!

Has anyone had any experience with sending them laptop to Acer in Auckland for fixing?  I purchased a 5 year extended warranty when I bought it only 15 months ago.

Thanks

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  Reply # 134847 2-Jun-2008 08:09
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Your laptop will only have a 12 month manufacturers warranty.

You will need to call the extended warranty company and lodge a claim with them. They will advise what to do after that.

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  Reply # 134850 2-Jun-2008 08:20
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error means that there is a good chance your Hard Drive is going to fail (warns you before it does happen most modern PC's Laptops have this feature now) and it would be a good time to backup your Hard Drive.

Cant answer the secound question I have never owned a Acer or sent one away for repairs before but it would be best to have the stuff you really want on the laptop backed up as there is a reasonable chance they will just send it back to you with a fresh copy of the OS on it.

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  Reply # 134851 2-Jun-2008 08:21
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It means your drive is operating outside of its acceptable parameters, according to a sensor built in to the drive. This is a good indication in advance that your drive is going to fail soon.

You must back up all your data immediatley, as even the trip to a repair agent could finish it off.




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  Reply # 134859 2-Jun-2008 09:18
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I can gaurantee you that Acer will not recover your data for you. Even if requested. Nor will most extended warranty providers.

You would be best getting off what you can, or paying someone to do it for you, and then calling your extended warranty company.



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Wannabe Geek


  Reply # 134861 2-Jun-2008 09:49

Thankyou everyone.  I've backed up and removed everything that I need and is of importance.

Will get it packed up and off to Acer and hope it comes back all fixed.

DSE were really hideous to deal with when I went in there.  I know the stores are franchised but they've got a lot to learn when it comes to customer service.  Once you walk out of the shop with your goods and the standard 12 month warranty has expired, they don't want to know you!

I'm just grateful I purchased that extended warranty.

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  Reply # 134865 2-Jun-2008 09:56
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Thats disappointing to hear, I hope they at least told you who to call?



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Wannabe Geek


Reply # 135364 4-Jun-2008 07:35

Actually RSCole... I was so gutted with the service I received, I decided to give DSE Head Office a call.  Received a reply yesterday from the Area Manager who was horrified to hear how I'd been treated at the local store.  He made a few calls, phoned me back within 5 minutes, agreed that the laptop should have lasted a hell of a lot longer than 15 months, has arranged a loaner, organised the shipping to Auckland, has agreed to track it while it's away and if there are any further problems, then they have agreed to replace it completely!  Needless to say I was IMPRESSED!

By the way... note that Acer do not fix the computers in Auckland - they actually send them to Australia for repair!

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  Reply # 135413 4-Jun-2008 11:21
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May I ask which store you went to?




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Ultimate Geek

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  Reply # 135416 4-Jun-2008 11:31
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Ah just a little OTT, I don't think most DSE's are franchised, only about two around the country







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  Reply # 135417 4-Jun-2008 11:33
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All the DSEs bar a few resellers (not sure if any of these remain) are company stores, not franchises.

Acers used to be able to be fixed locally in Wellington at Datacom when I worked at DSE a couple of years ago now, and they were often able to arrange a loan laptop if it was going to take a long time for the repair (hard drives should be a sinch if they have them in stock). I am not sure if this is the case any more. There were also other repair agents around the country.

Was your warranty with IUG? They have a habit of causing delays compared to normal manufacturer claims and do not have very good arrangements for having DSE deal with your problem and prefer to deal directly with customers.

In any case, I recommend never taking an item into a DSE to be repaired if you have the option of dealing direclty with the manufacturer or warranty company, even though under the CGA they are required to handle the repair if it falls within reasonable limits. Note that a warranty is not the extension nor a replacement of/for those reasonable limits in terms of time. I will leave the argument about whether your laptop failed within a reasonable time period to another day ;).

That is, unless you happen to know your store well and know a particularly good sales rep/manager who can help you out!

Its a bit poor to have to resort to calling head office and area managers, but if they refuse to train their staff consistently and thoroughly then it may be the best method.

I would be hesitant to blame the sales staff, they simply just do not receive the appropriate training and incentive to offer a good service to every customer.

I would assume the argument is that it is probably cheaper to bend over backwards for the odd disgruntled customer than to put in place training programs and hire qualified staff, but that is just my personal opinion on their strategy. 

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