You Get What You Pay For
Universal truth does not change, and on this Father’s day I was reminded of the axim once more by an agent of Acer Computer Company when I called their customer service.
My Acer Aspire laptop is about a month and half old. From the beginning, I noticed that the laptop was having problem connecting to Internet. Often, the wireless internet connection would drop off. I would have to disconnect and reconnect the internet access to be able to go online. Finally, this morning, the internet connection completely died on me. So I called their tech support #800.816.2237.
After wasting half an hour on their automatic response system, I realized that I was not going to get any help through that service; so I finally decided to contact their “pay for service” line #800.237.6483.
I was impressed that I got to a live person immediately; the impression, however, did not last very long. The agent asked me, “How old is your computer?”
“A month and half.”
She then asked me to describe the problem.
Her response was: “We do not provide any services for software issues. Acer comes with a one year warranty for hardware only. Even companies such as HP and Dell offer the same type of warranty.”
What good is a computer warranty if it does not include softwares? I used both Dell and HP in the past, and I am very familiar with their customer service. Both companies provide excellent customer support that includes both hardware and software. I assumed that Acer would be the same.
I told the Acer representative, “on the contrary, both Del and HP cover all software issues in their warranty.”
To this she responded, “Well, sir, you get what you pay for. If you want software help you have to pay $119 for setting it up, then…”
I will dump my new Acer, rather than paying them one cent more. My next computer is going to be a Dell or HP, or, a genuine American product only.
You get what you pay for, especially when you buy ACER.