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Acer TravelMate 291 LMi-G with DVD +/- RW

 
 
Acer
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      30th Jul 2004
Hello,

I recently have been looking for new laptop that came with a DVD Dual burner
(+/- RW) and decided
to go with an Acer TravelMate 291 LMi-G (sku: LX.T3506.160) based on the
specs available on Acer's
website.

After I received the computer (bought through the internet) I found out that
the operating system (XP Professional)
has not been supplied with the computer. It came only with a "recovery CD"
which does not allow you to set any partitions
or anything else (does not ask you any questions).

I also noted that there is no documentation for the components that go into
the computer so I could not verify if I received the right
parts or not (except for info from Device manager - take the model number
and go to manufacturer's website to check it out - hard work).

Well, after one month or so (June 22, 2004) I had to burn a DVD+R media and
when tried to do so, the drive did not recognize it and going through the
procedure
to find out what drive I have, I found that the drive I have can only burn
DVD-RW media.

I contacted Acer and after several days (they said they will call me back
because can not get a hold of the engineers in Taiwan to figure out if my
laptop came with the advertised drive) they agreed to send me one and they
said it will arrive in two days.
Three days have passed and no sign of the drive and contacted them again.
They apologized saying that the drive is in backorder and don't
know when is coming from Taiwan. Asking them why I was not notified from the
beginning about this fact, they mentioned that there is no info about the
items in stock.

Two weeks have passed until I received the drive (July 8, 2004), placed it
in my computer and tried it out; it only worked partially:
1) The NTI CD Maker Gold 6 that came with the computer did not recognize
the drive
2) In Windows Explorer when trying to read CD-RW media previously burned
with the existing drive, it did not see anything

Looking more careful at the drive I noticed that it has been previously used
and manufactured in February 2004 (and now we are July 2004).
If it came from Taiwan I just did not think those people keep the drive in
stock for 6 months ?! So something was fishy about their (ACER) story.

I immediately contacted them and told what the symptoms were and the tech
person told me to return the drive and they will ship me a new one.
Again they assured me a new drive will be shipped to me in two days, and
again after two days they found out the drive is in backorder and again
it has to come from Taiwan.

After calling almost daily to find out the status of my problem, I also
asked to talk with one of the Supervisors and day by day each technician has
declined to transfer me saying that I have no reason to talk with a
Supervisor.

Well, nice policy ACER AMERICA ! Even on their website all the contact
information will only go back to the same number
1-800-816-2237 and no email Customer Service is available.

On July 25, 2004 when calling to ask about the status of my problem, the
tech support guy has told me that they tested the drive sent to me
before it was shipped and there was nothing wrong with it. So, I replied, if
it was thoroughly tested as you mentioned why it was partially
working on my computer ? And why you only mention about this after this time
?! It did not make sense to me where these people
are trying to go ?!

Now they have told me that a new drive will not be sent to me because I need
to send the computer in for an evaluation !? I told them the computer is
fine
and is nothing wrong with it and is working with the drive that it
originally came with.
Because I use the computer to earn my living with, I told them that I can do
that only if they send me a replacement and the said no.

Finally I just realized how LOW these people are ! A large company that does
business with the entire North American market use these kind of
practices to avoid paying for their mistakes !

Now they have changed the advertisement on their website and the laptop
specs now only call for a DVD-RW drive.

Because I am fed up with the disrespectful way they are honoring their
warranty commitments I am writing this email to inform the general public
about it and also find out if there are any other people like me who have
been lured to purchase an ACER product only to find out the company
is using false advertising practices !

Someone may argue that there is a disclaimer on every page that the
information may not be accurate, but for a company who is using these
pages as advertising matter (especially when people are making Internet
purchases), sorry but these disclaimers are invalid !
False advertising is what it states, nothing else and no excuses !


http://www.acer.com/APP/AKC/INTERNET...B?OpenDocument


Thanks

Would like to hear form you : acer_sucks@hotmail<get this out>.com





 
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