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It is amazing, I just completed a chat with acer support and the guy 'Deep' told me acer has a policy to not sell or give replacement DVD's. He tells me I can send the system in. I manage 180 PC's here and never encountered something like this to be blackmailed to send a system in to simply install a recovery partition on a new hard drive. I am absolutely shocked and will proceed to warn companies everywhere from buying Acer products because if thy break you are screwed.
What a shame this is.
Here is the chat with the dude at Acer that does not care at all.
Deep: Hi, my name is Deep. How may I help you?
ME: Hi Deep, I need to find a place where I can download a ISO image to make a CD to restore my System to factory default. My hard drive broke and I need to restore the OS to the new HD but I lost the CD's
(8 minutes waiting)
ME: Hello?
Deep: please wait
(6 Minutes waiting)
ME: ok, thanks
Deep: Thanks for waiting
Deep: Pertaining to your inquiry, you may need to send in the unit to our service center to reload the OS back to default factory settings and build in back the recovery partition into your system.
ME: I just need the CD, I manage 180 systems here, it would be quite inefficient if I would need to send in a system simply to restore the OS to a new Hard drive.
ME: It can't be that Acer does not have a service to get a replacement restore CD/DVD
ME: With my Dell and HP systems this is no problem at all. This is our first Acer and somehow the DVD's that where delivered with the system have been misplaced. So I need replacements to restore the system.
Deep: We are no longer provided any recovery disc as we had build in the recovery partition into the system and customer may make a copy from there.
ME: well, the Hard drive is broken, I have a new one and need to recreate the partition. So you tell me if the hard-drive breaks that are no replacement DVD's? I guess this will mean we can not switch to Acer from Dell. We have your sales people call us every week to buy Acer's but if this is the service then I will not be able to recommend Acer as an efficient replacement. It might be a bit cheaper then Dell but support does not make sense.
Deep: Sorry to inform this is our standard process as customer can make the copy of the disc by our recovery management application.
ME: OK, so how do I make a copy?
Deep: You may go to search and enter Acer recovery management
Deep: enter to the application and select backup
ME: where do I do this?
ME: On the website?
ME: You understand that the Computer does not run because with the original HD it does not recognize the drive at all so we installed a replacement drive without OS.
Deep: Nope
Deep: you may find the recovery application in the system.
ME: Yes, sure, You do understand that all data in a computer system is saved on a Hard Drive, even a recovery partition is actually located on the same hard drive. This means that if a hard drive breaks not only the operation system is not working but the recovery partition is not accessible too. The result of this is that the system can not be started and no software that was installed on the system can be accessed. So this means that I can look very hard but I will not see any recovery application on a black screen. It is very disappointing to see Acer Support, It shows that it is not enough to sell cheap computers but if the technical service is not competent and incapable to offer solutions then computer systems like this can not be utilized in any serious corporation. I will cancel the orders we have with Acer today and continue to purchase Dell systems for our enterprise. I feel that I need to warn other corporations to not be stuck in a situation like we are now. If is for me a absolute shock that Acer does not sell Replacement Restore DVD's to customers but instead blackmailed the customer to send in a system to simply install a dvd.
Deep: Usually customer may made a backup when they first receive the unit.
ME: Luckily I found a DVD in Bittorrent now. So I have to resort to a P2P network to get support. its a decrease.
Deep: ok
ME: right, this is what Acer things and everyone that does not make a backup is screwed. Great policy !!!
What a shame this is.
Here is the chat with the dude at Acer that does not care at all.
Deep: Hi, my name is Deep. How may I help you?
ME: Hi Deep, I need to find a place where I can download a ISO image to make a CD to restore my System to factory default. My hard drive broke and I need to restore the OS to the new HD but I lost the CD's
(8 minutes waiting)
ME: Hello?
Deep: please wait
(6 Minutes waiting)
ME: ok, thanks
Deep: Thanks for waiting
Deep: Pertaining to your inquiry, you may need to send in the unit to our service center to reload the OS back to default factory settings and build in back the recovery partition into your system.
ME: I just need the CD, I manage 180 systems here, it would be quite inefficient if I would need to send in a system simply to restore the OS to a new Hard drive.
ME: It can't be that Acer does not have a service to get a replacement restore CD/DVD
ME: With my Dell and HP systems this is no problem at all. This is our first Acer and somehow the DVD's that where delivered with the system have been misplaced. So I need replacements to restore the system.
Deep: We are no longer provided any recovery disc as we had build in the recovery partition into the system and customer may make a copy from there.
ME: well, the Hard drive is broken, I have a new one and need to recreate the partition. So you tell me if the hard-drive breaks that are no replacement DVD's? I guess this will mean we can not switch to Acer from Dell. We have your sales people call us every week to buy Acer's but if this is the service then I will not be able to recommend Acer as an efficient replacement. It might be a bit cheaper then Dell but support does not make sense.
Deep: Sorry to inform this is our standard process as customer can make the copy of the disc by our recovery management application.
ME: OK, so how do I make a copy?
Deep: You may go to search and enter Acer recovery management
Deep: enter to the application and select backup
ME: where do I do this?
ME: On the website?
ME: You understand that the Computer does not run because with the original HD it does not recognize the drive at all so we installed a replacement drive without OS.
Deep: Nope
Deep: you may find the recovery application in the system.
ME: Yes, sure, You do understand that all data in a computer system is saved on a Hard Drive, even a recovery partition is actually located on the same hard drive. This means that if a hard drive breaks not only the operation system is not working but the recovery partition is not accessible too. The result of this is that the system can not be started and no software that was installed on the system can be accessed. So this means that I can look very hard but I will not see any recovery application on a black screen. It is very disappointing to see Acer Support, It shows that it is not enough to sell cheap computers but if the technical service is not competent and incapable to offer solutions then computer systems like this can not be utilized in any serious corporation. I will cancel the orders we have with Acer today and continue to purchase Dell systems for our enterprise. I feel that I need to warn other corporations to not be stuck in a situation like we are now. If is for me a absolute shock that Acer does not sell Replacement Restore DVD's to customers but instead blackmailed the customer to send in a system to simply install a dvd.
Deep: Usually customer may made a backup when they first receive the unit.
ME: Luckily I found a DVD in Bittorrent now. So I have to resort to a P2P network to get support. its a decrease.
Deep: ok
ME: right, this is what Acer things and everyone that does not make a backup is screwed. Great policy !!!
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