Acer’s assist services and products had been top-of-the-line final yr, however top-ranking carrier is difficult to care for, and Acer’s more than a few channels for assist didn’t are living as much as our expectancies this yr. Whilst are living assist team of workers had been at all times courteous and each and every street for help used to be in the end responsive, the assist enjoy used to be plagued with incomplete solutions and uninformed team of workers.
|Acer Tech Beef up|
|General||Internet Rating||Telephone Rating||Avg Name Time||Telephone Quantity||Internet Beef up|
|Telephone Hours (ET): 24/7|
Acer’s assist services and products nonetheless boast an invaluable self-help web site — Acer Solutions — and you’ll be able to achieve assist representatives by means of telephone, e mail, are living webchat or even via Fb and Twitter. Many of those choices, together with telephone carrier, are to be had 24/7 all over the preliminary guaranty length, and at no level used to be I careworn to make use of a paid assist carrier or upsold on subscription services and products or new .
However in spite of the a large number of venues for assist, I bumped into some issues. Main problems just like the Meltdown and Spectre vulnerabilities had been solely overseas to each and every consultant I requested. What is extra, I used to be many times given deficient or insufficient recommendation at the subject, and in a single case used to be promised help that by no means got here.
Internet and Social Media Beef up
Given Acer’s robust efficiency final yr, I sought after to look how effectively it treated my maximum tough assist query: “How do I give protection to my pc from Meltdown and Spectre?”
Sadly, Acer Solutions – the principle supply for locating your personal tech-support solutions – did not have a lot to mention at the topic. Merely asking my query as phrased pulled up a discussion board hyperlink the place anyone else requested a identical query and not were given a ample resolution.
Adjusting my question to seek for simply Meltdown, I discovered a unmarried assist article that addressed the brand new vulnerability. That one article explains slightly about the true issues and why they pose a safety chance, however the steerage on how to give protection to oneself used to be missing in a large method: There aren’t any hyperlinks to to be had device updates or patches, just a few dialogue of which Acer fashions are affected and whether or not a patched BIOS model is to be had. Particularly absent are any hyperlinks to those patches, with out a dialogue of different updates to firmware or drivers.
If there are patches to be had from Acer to give protection to consumers from Meltdown and Spectre, I used to be not able to search out them the use of the supplied assist instrument.
Acer’s internet chat opens with an estimated wait time, which informed me the common look ahead to a consultant used to be 2 mins and 56 seconds. I needed to wait simplest 15 seconds ahead of Oscar C. were given at the line to assist me in finding solutions to my questions. He kicked issues off by way of confirming my pc style (an Acer Swift three) and serial quantity, after which collecting my identify and contact quantity.
Oscar did his best possible to be useful, however directed me to an editorial on Acer’s web page that addresses a distinct Intel safety flaw. The item did be offering me firmware and driving force patches for a similar-sounding Intel Control Engine factor, however no longer for the precise problems with Meltdown and Spectre I had requested about. This confusion could be comprehensible, since I didn’t catch the confusion myself till doing additional analysis a number of days later, however one would hope that Acer’s personal assist team of workers may just percentage answers to the problems you ask about.
After I requested a follow-up query about one of the crucial data at the web page – what the adaptation used to be between the indexed hyperlinks to firmware and the motive force updates – he could not inform me which used to be which. He did inform me that I had to set up each, so I guess I might have ended up correctly secure (although no longer from the vulnerabilities I had requested about), if no longer very well-informed. He took a complete 10 mins to search out a solution to this query.
Subsequent, I made up our minds to take a look at Acer’s social media channels to look if they might be offering solutions to this similar query. I additionally requested a easy assist query via Fb, to the AcerUSA account. I submitted my query at 1:42pm on a weekday, asking how one can permit Cortana and set it to reply to the “Whats up Cortana” cause word. I despatched the query via Fb Messenger.
I were given a reaction after greater than an hour (1:09), which gave me a hyperlink to Acer’s assist pages, directing me to a common seek for Cortana. The consequences web page did be offering articles addressing my drawback, however I used to be left to my very own units to determine which used to be which.
Attaining out to Acer via Twitter used to be an workout in frustration. My query used to be easy, asking how one can flip the keyboard backlight off and on for my Acer Swift three pc. I made certain to specify my style of pc with a view to cut back any confusion in regards to the resolution. I despatched my query to the @AcerAmerica account in a while ahead of 12:00 MST, anticipating a handy guide a rough, succinct reaction inside of a couple of mins.
I didn’t get a reaction for almost 4 hours, and the reaction I were given used to be slightly useful: A handful of hyperlinks to the Acer Beef up web page — the language variety web page, no longer the principle assist web page — together with a separate hyperlink for Chromebook help (which my Home windows pc didn’t want) and a hyperlink to the “Touch Acer” web page to succeed in assist by means of telephone or are living chat. At no level did they provide any resolution for my drawback, in spite of the answer being a easy keyboard shortcut.
Telephone Beef up
Each and every telephone name to visitor assist places you via to an automatic answering machine ahead of forwarding you directly to a human assist rep. Prior to shifting you alongside to the assist procedure, the machine asks you to go into a 12-digit SNID, a novel identifier for the pc or different tool. After your preliminary name to the assist line, the machine will acknowledge your telephone quantity and ask if you are calling about the similar tool, shortening the method by way of a couple of moments.
In a while, the machine asks you to talk a brief word to give an explanation for your drawback. The automatic machine is typically beautiful fast at diagnosing what kind of drawback you wish to have to get assist with, narrowing down the problem from a voice suggested to problems with , device, units and different choices. This procedure typically takes just a minute or two.
In my first name, I spoke to a lady named Amber. I requested her for steerage in enabling Cortana on my Acer pc, and the way I may just make Cortana reply to the “Whats up Cortana” voice suggested. The rep misunderstood me to start with, and concept I sought after to disable the serve as. Fortunately, she gave me a possibility to explain.
After about five mins on dangle, Amber returned. She then walked me via a Home windows shortcut to open Cortana, after which confirmed me the place the settings might be discovered to hyperlink Cortana to my Home windows account. Even though this did let me get admission to Cortana, it didn’t essentially resolution my query about enabling the characteristic longer term, or enabling the “Whats up Cortana” voice suggested.
All the name lasted 12 mins and 42 seconds.
For my 2d name, I requested for assist turning the backlight on my keyboard off and on. Whilst this can be a easy drawback, Acer’s use of devoted serve as keys classified simplest with small (occasionally inscrutable) icons makes it an inexpensive fear for any visitor. The consultant I spoke to had a powerful accessory, and I believe she mentioned her identify used to be Katya, but it surely used to be fairly obscure her.
After telling her my query and verifying my 12-digit SNID, she put me on dangle for two mins. Then she walked me during the devoted serve as keys of the pc, appearing me how one can use the Serve as key and F9 to toggle the keyboard backlight off and on. It used to be fast and easy, and used to be completed inside of a span of a couple of minute. The entire name took 6:56.
My 3rd and ultimate name to telephone assist used to be made round nine o’clock within the night on a weekday. I posed probably the most tough query in this name, asking how to give protection to my pc from the not too long ago found out Spectre and Meltdown vulnerabilities. I anticipated this name to last more than others and to be extra concerned, merely because of the character of the request and what I knew in regards to the resolution. I used to be ready for that, however it kind of feels the assist machine used to be no longer.
The automatic machine could not determine what I used to be regarding by way of Spectre and Meltdown. Regardless of how time and again I mentioned “I need to give protection to my pc from Spectre and Meltdown,” it could inquire from me to verify solely unrelated requests. “Did you are saying, ‘I am having hassle connecting to the web?'” No, I didn’t. “Is that this an issue along with your keyboard, mouse or webcam?” Nope.
After a number of unsuitable makes an attempt to determine what I wanted, it kicked me over to a are living individual.
After I were given a human at the line, it wasn’t a lot better. My customer-service rep, Junior, did his best possible to be useful, however he obviously had no thought what Spectre and Meltdown had been. I were given placed on dangle for the standard “2 mins,” however my dangle time stretched way past the 2-minute mark. Six mins later, he got here again at the line.
When he returned, he a minimum of had some thought of what I used to be speaking about, however he struggled to give an explanation for the desire for device and BIOS updates. In spite of everything, he mentioned he would e mail me directions for fixing my drawback.
He took my e mail cope with, after which the road went silent. At 12 mins and 31 seconds into the decision, I were given bring to an end, successfully finishing the decision slightly upfront. In different phone- assist reviews I have had, carrier reps known as again to re-establish touch or verify that the decision has ended. On this case, I waited for a number of mins and gained no name.
Extra vital, I by no means gained an e mail, although I had supplied my e mail cope with, and a couple of useful articles will also be discovered on Acer’s customer-support pages.
Acer protects nearly all of its laptops and drugs with a typical one-year guaranty, however some merchandise — equivalent to Acer’s Predator gaming merchandise or TravelMate trade laptops — might include a two- or three-year guaranty as a substitute. So you should definitely test what the guaranty length is to your personal product ahead of writing off a 13-month-old product.
Each time I known as assist services and products for my check pc (which I had no longer bought myself), I used to be requested for a purchase order date, which I used to be not able to supply. Providing up that it used to be a present to me, the reps persistently decided that the pc used to be below guaranty, with one rep helpfully telling me what number of months I had left on my guaranty protection. You’ll additionally glance up this data on-line via Acer’s web site to decide whether or not your tool continues to be lined.
Prolonged warranties may also be bought to stretch the protection an extra one, two or 3 years. For my Swift three pc, a one-year extension prices $59.99, a two-year plan sells for $89.99 and a three-year plan goesfor $129.99.
You’ll additionally get this protection with an extra accident-protection plan: a two-year guaranty with accident-protection plan prices $139.99, whilst a three-year plan with added coincidence defense prices $189.99. You should definitely scroll via your entire guaranty choices when purchasing a longer plan, since they don’t seem to be offered in an easy order.
In the end, Acer’s tech-support choices flip-flopped between useful and frustratingly unnecessary. Granted, we did method them with some tough questions, however for the reason that Spectre and Meltdown are one of the crucial largest safety holes recognized, it must stand to explanation why that tech- assist team of workers would a minimum of have heard of those issues and be capable of in finding the similar assist fabrics for those kinds of questions. As an alternative, we were given reps who fumbled solutions when offered with the subject; who had been inconsistent in supplying assist fabrics in reaction, and, in a single case, who failed totally to stick with via in offering assist.