Acer Notebook / defective lcd screen
In November of 2007 I purchased a Acer Aspire notebook with Windows Vista Home. Which really sucks by the way and hangs and freezes almost constantly. I prefer WinXp Pro any day over Vista.
Since the purchase of the unit there was a clicking sound coming from the LCD monitor every time I closed the unit. I thought it was just a feature of how the notebook closed every time, so I thought nothing of it. After taking it to Wal Mart, they agreed with me that it was a normal sound from the locking mechanism since the unit worked fine, other than the hanging and freezing. In May of 2008 I closed the LCD screen as always and this time, no clicking sound, but when I opened the screen to do some work the LCD screen was half gone and there was a crack in the glass cover of the screen starting from the same hinge that the clicking sound came from. I contacted Acer and told the problem to which they send in the unit for evaluation. The female that took down my information made a comment that she would put the clicking sound in the evaluation request. I was contacted by email from Acer when the unit arrived at their repair station in Temple, Texas. So I called to see what was the situation was. I spoke an Acer agent that agreed that the clicking sound coming from the LCD screen hinge could cause the screen to crack. He them proceeded to forward me to tech support. Once I reached the tech support departement I was told that there was no note about a clciking sound coming from the left hinge of the unit by any of their agents, and that they WOULD NOT fix the screen because it was not a manufacture's defect. After trying for several minutes to get the tech support agent hear what I was saying about the clicking, tech support said they could fix it but it would cost $649.00, the same price I paid for the unit in the first place. After making threats of a lawsuite, tech support came back and said they would fix it for only $350.00. Needless to say I was extremely upset that first their agents DO NOT take good notes, if any at all, and when I asked for the agent I just spoke that agreed it could be the hinge that broke the glass cover and damaged the screen, then said they could not do that. I said when I called the recording said that the calls are monitired and/or recorded for quality control. I guess that was not the case with my call, because NONE of ther agents knew who I spoke to last before transfereing to tech support. So after all the "passing the buck", I finally said I need to speak to coporate customer care. After being transfered to Frances at [protected], and I explained the whole situation all over again, wasting my time, energy and money to do this, I was told the same thing by her, with ZERO resolve. The only note Frances could find where from tech support saying that they would fix it for $350.00...that's it! They would do no more. The damage to the LCD comes right from where the clicking sound was at the left hinge. There is not one scratch or mark on the notebook, anywhere. The crack is not at the corner where a crack might be if the unit was dropped... and the crack is not in the screen center anywhere, where damage could have occured by getting hit. It is very obvious the crack started from the left side hinge where the clicking came from, which any logical thinking person could deduct.
We will see what happens when I take this up a notch or two and bring in in the FTC and other consumer agencies. Wish me luck!
Jeff Louis - RF Tech
So now I am left with a $750.00, brand new Acer Aspire notebook that I cannot use at all. This laptop was purchsed for business purposes, and after spending hour loading software and getting this unit ready for travel and business, I am left with a useless piece of plastic.
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