Acer 8935G backlit keyboard problem

Hi All
I've just purchased a brand new acer 8935G and I just want to say what a mistake that was so far.I received delivery last Wednesday but the windows 7 upgrade disc was missing,it took me 2 days and loads of calls and emails to get it sent out.It arrived Friday so I unpacked computer and then noticed the back lit keyboard wasn't working. Contacted retailer they said I had to contact acer technical and get a returns number before they could do anything .

So I emailed Acer on Friday and explained as I was about to load windows 7 upgrade onto the computer but on checking it out I noticed the back lit keyboard wasn't working . Got an email back Monday totally unrelated to my question stating as it was a software problem and I had to contact a premium rate number .50 p a minute yeh right

So this morning I tried and tried to get trough to the customer services technical hardware) help line finally got through at .10p a minute and what a carry on. Don,t forget this is a brand new unused 8935G just unpacked . I had to go through about 20 mins of questions with a male who I couldn't understand a word of what he was saying and he definatly couldn't understand me .
In the end I asked for the ref no and he tried & tried to get me to return it for repair he said a week at least!! stuff that

So I got back on to the retailer(simplyacer.com) customer services sixth in the cue and waited & waited ,eventually got through and was told ,the returns department would call back within the next 10 mins and they would arrange collection today (11am)

At 3pm still no call ,so I emailed them twice I received a read reply , but no answer and no reply to my question . Back on the phone again and 8th in line ,so I hung up
At 4pm receive a call from the returns department,He asked what the problem was and when I told him he replied Oh I didn't realise the 8935g key board was back lit . I lost it a little I'm afraid, told him to get it sorted I want a new computer not a repaired one . Their collecting tomorrow but I'm not sure what the outcome will be . Am I being unfair on insisting on a new computer with the service I've received so far? or should I insist on a full refund and go somewhere else and buy a different model and tell them to stuff it.

Is this normal service from Acer like I said brand new and unused or am I unlucky ,all I can say if I treat my customer like this I would be out of business I'm sure of it .Alan

 

I guess I'm a little late...and also probably stating the obvious, but as you don't mention it...you know you need to activate the backlit keyboard with keypress combination, yes? I'm sure you already did that, and if not customer support would have recommended it.. but thought I'd mention it anyway..

<DUCKS>

 

Actually no body mentioned activating key board and it wasn't mentioned anywhere in quick start or full download instructions from Acer .
How and what keys activate it ?? . The keyboard back lights didn't work or toggle on or of using toggle key (A) or the hot keys FN +F9 the only keys lit up are the power on/off and the four graphic keys on right hand media touch pad .

 

yes Fn+F9 should light it...so if that doesn't work it must be faulty I guess. Sorry you've had a bad start with it, I think its such a lovely computer too.

Customer service can be so slack with many computer manufacturers, but if it were me, I'd probably insist on refund too if faulty. I got mine from simply acer, and found them a little abrupt to say the least, but distance selling regs mean you are entitled to full refund in first 7 days I think if you are not satisfied (in uk), and you should not have to pay postage if the item is faulty.

 

Thank you for your reply ,yes it does look a wonderful computer,if they replace it as advertised on their web site with a new computer I will accept a replacement if not ,i will ask for a refund.
again thanks for reply.