Acer "customer support" in France

Hello everybody, please excuse me for disturbing you with my post, but i don't know what to do, so i decided that this could be a way to make the Acers's support to work.
So here it is a copy of the letter(describing my story in details) that I sent to their customer service. So let's hope that they will answer, if they don't beaware when buying their products!

"
Dear Sir/Madam,

3 months ago I bought (in France) one of your notebook computers Acer Aspire 3023WLMI P/N LXA48050095470188AKS00.
2 weeks after that I wrote you letter (# 089-222901) about the problems I noticed during these 2 weeks. Here they are again:
1. The installed CPU is Sempron Mobile 3000+ with 128KB L2 cache and not with 256KB as it was announced on your site and the web-shop from where I bought it !!!


2. The DVD-writer was reading very small number of medias (I tested it with more than 20 brands->and only 5 were readable!!! ), but fortunately I found a newer firmware on the Internet and now it works much better.
3 At last t but not least my biggest concern => the temperatures!. I think that they are very high.
HDD (Samsung 5400rpm) - 50°->57° (normal work)
CPU – 56->62 (normal work), up to 79° on100% load


After all of this I received one letter asking me for the production number I send it back to you, but that was all, I didn’t receive any answer so far! In the begging I thought that it might be some problem with my e-mail service provider (yahoo.com), so I tried two different mail service providers but the effect was the same! After the reception of the S/N no more answers! So if this is the customer “support (care)”, sorry Acer but you are not going to keep your place on the market for long time!


Best regards
Looking forward for your adequate answer!

This message is/will be published/posted in :
hardware.fr
notebookreview.com
rue-montgallet.com
and other sites if needed!!!

 

hi,
i have heat issues with my travelmate 4062LMI and i emailed acer france, they only asked for serial number and i've been waiting for a month now!

maybe you might find other people in the same boat and maybe we could join forces to pressure acer france?

regards

momo

 

if they said 256kb cache, they probably meant 128kb (L2) + 64kb (L1) + 64kb (L1)

as for the temperatures, they are pretty hot. however, the mobile sempron's maximum temperature is 95C, so you don't have a valid complaint there. but you did buy an AMD based notebook... and a Sempron at that. there are better mobile CPUs out there.

 

@momo
Yes it will be nice, but i don't know how to put them in the corner in order we to be served as real custumers
@k3l0 No on their site it was clearly written 256KB L2 cache, on the web's shop site it was the same.
as for the better CPU's yes i know that they exist, but not in the same price range! And yes the CPU's temperature is little bit high, but OK, I'm worried for the HDD

 

needless to say i strongly disagree, quoting the max operating temperature of a device has little relevance to the "human" operating temp :°). if one cannot use a feature such as a touchpad (because it it too hot to touch) then the product you bought is not what you actually bought, if you get my meaning.

acer needs to at least own up to the design fault.

 

it saddens me to heard of this problem and i had a similar problem with a toshiba... any way a like the Acer i have now but i have never had to deal with there costumer service. as for the 256 kb cache look at the sticker that came on the righ side of the notebook if it says there that it is a 128 kb then where every you bought it from made the mistake, Acer often on there sites will put "up to" 256kb cache, so take a look at that.

i agree that Acer should own up and take care of this problem.
all major corperations don't evey read there email
try phone Acer directly and then talk to the rep. they will give you a case number and have your computer sent into shipping if they screwed up.

if all of the above fails make noise, literaly record all case numbers and keep on phone, this won't be fun but if you get what you paid for then that is what matters.

corprate services really suck for all major companies
also you mention you sent abounce of emails?

 

yes nice idea to keep them occupied on the phone, but the ""GREAT FRENCH" phone supports costs 0.15€ per minute, ofcourse before being able to talk to someone u will be putted on hold for let's say 5 minutes and..... So afterall it will be quite expensive / why i'm not in USA /

As for the cache on the sticker -> there is nothing mentioned it's noted only the CPU model - Mobile Sempron 3000+

 

oh ok well look on the AMD website and check there...

i was looking over the letter again that you sent to Acer, and i have a few tips for writting a complaint letter,

try not to threaten the company
be clear on what is the problem

when at the bottom of the letter you mention that you were going to "post this on these sites", that might not be a good idea because it sounds like a threat and if who ever opens the letter gets the impression they will just through out the letter. you have a right to say that totally, but it is best if you give the impression that you are not to happy but would "still be willing to buy Acer"... what I mean is make who ever answers the letter think that they can save a costumer. i have no idea weather you will buy another Acer,(i figured not) but

next letter i would avoid telling them about "posting on sites", you won't get anywhere with a threat...

as for phoning i would still try if you haven't, and if you have post it's turn out. so we can all see it

remmeber what is cheap, being stuck with a computer you don't want or a few minutes on the phone with Acer.
you were nice and clear in your letter of the problems and that was really good, if the company really wants to help they have to know what is going on,
and i stress avoid the threats again
i try that route with toshiba and it didn't work.

but if i was in costumer service that would have been enough, but that's me when you deal with thousands of letters a day a letter that insults you or the company you work for it will just get thrown in the garbage.

i hope the helps, consumer is always right
i think Acer charges for all of there phone services world wide

 

hi I didn't want to threat anyone, but that was tha lat thing that i could do
I tried to contact them several times but with no result at all, so the only thing that left as an option was to post in forums with the inly hope that someone from the "big guys" will see it and says to himself oops if we continue like that we will loose customers => my job too, but obviously the don't give it a ****!!!! I didn't receive any answer so far (( from their side