Journal of the Plague Years

Latest addition, 12th. July 2008 - reply from Acer Direct (below my letter to them)

30 June 2008:

There's a growing feeling in the US that businesses can't ride roughshod over uncomplaining (or simply helpless) customers in the way they used to: the internet is restoring the balance in favour of us, and the companies are taking notice.

Over here, things have moved a bit slower, and it seems that business quite hasn't grasped the changing nature of the environment.

This is my story...

Last week I bought an Acer Aspire 5920G (Gemstone) laptop from Acer Direct.

I If you want to buy an Acer computer, by all means go for it if it's right for you (I've an Acer Aspire 1300 which, with reservations, has been ok; on the whole, I think they're probably better than average value).

II If you want to buy a 5920G, think very carefully; on the whole I'd recommend against it (or at least read comments below first!), although it will suit many people perfectly.

III If you are considering buying from Acer Direct (or Laptops Direct, or Easy Computers [www.easycom.co.uk]), I'd suggest you reconsider most urgently: explanation (and grumble) below.

What I really mean is: Don't do it unless you're very experienced and very sure.

Why not a 5920G?

Whether you like your keyboard lit up like USS Enterprise is a matter of taste, although, if you want to do serious work in the evening or dull light, the liberal use of amber and blue LEDs for decoration (as opposed to indication) is distracting.

If you're into HD movies, you'll be disappointed that this machine has the Toshiba system, which has now joined BetaMax in the land of 'What-If'. However, I suspect that the drive being Toshiba is why this better quality computer now sells at just under 500, and it's still a perfectly good read/write DVD drive. But:

Software:

This is where the problem is. The computer is advertised as running Vista Home Premium. However there is an added suite (Acer Arcade, a sort of replacement for MS Media Centre, plus possibly other programmes - I never got the chance to explore) which apparently runs on Windows XP. When the system crashed while Arcade was running - within an hour of purchase (circumstances below) - the system tried to reboot... under Windows XP (with Windows XP startup screen), which certainly hadn't been installed by me.

I couldn't get the computer to return to successful rebooting under Vista, despite fiddling with the BIOS, keying in recovery mode, or any other trick I could think of.

A quick search of the internet showed that the Acer Arcade Suite has messed things up for a very large number of people - there are complaints and threads everywhere. Most of them explain things better than I can - although I note two things:

a) I didn't find anyone who had been zapped in quite the same way as I was;
b) In fact, there was very little duplication at all - everybody seemed to have come to grief in different ways.

I didn't actually start Acer Arcade deliberately; one of the less appealing aspects of Acer Computers is their need to provide endless 'easy access' keys (their word of the moment is 'empowerment', which ought to be a pretty clearwarning), which are just too easily (touch)started by mistake. I had left the computer in hibernation mode while I went for a bite to eat, and I touched the arcade button while I was settling back down to work. I never got to see Vista again. Arcade started up, led me through a few 'easy steps' and there I was - until I tried to quit Arcade - the computer went back into (XP) hibernation mode. Thereafter, Vista wouldn't load at all. Arcade would load - though I couldn't use it much, since you need to get into Vista, I think, in order to organise your music, video etc, but exiting it always either crashed the computer or put it into hiberbate. Preeing the power button to quit made no difference to how the computer would re-start.

You may argue that I have no one to blame for not coming out of hibernation correctly. That's fine, because I'm not trying to convince you, just to warn you. But I'd bear in mind these points:

a) It shouldn't be so easy to make a critical mistake - there'll be a lot of new users on a computer like this;
b) The consequences of such an inevitable mistake should not be non-recoverable;
c) Whether or nor I was foolish, it's clear from the internet that Acer Arcade on this computer has been causing an awful lot of offline time for an awful lot of people.
d) Do you really want to buy a Vista computer which actually runs in significant part on XP? (without telling you - but for my efforts to correct the system, I would never have come across the XP window)

Maybe a bit of editing or adding here later, but now onto...


Why not Acer Direct?

Google any one of "Acer Direct", "Laptops Direct", "Easy Computers" or "Easycom" permed with any one of "Complaints", Problems" or "Trading Standards" on the net and you'll come up with some reasonably cogent unhappiness. It's important to remember, of course, that people who are happy with their experience are far less inclined to spend time reporting it, so the net gives a one-sided picture; and many of the results aren't people complaining at all... but even so, a short tour is a sobering experience, especially considering the individuality of reports - and their overall consistency.

Herewith a few of my own comments.

1. It's not Acer. Acer Direct would would have you believe that it's the retail arm of Acer - it isn't; apart from being a retailer of Acer computers, it's not connected.

In short: if you came across a site called Tesco-Direct.com, you could be forgiven for assuming it to be an offshoot of the well-known supermarket - especially if every page were headed with the Tesco logo and it sold only Tesco's lines. I'm sure that Acer Direct will be able to point at small print on their site which makes the distinction, but I never saw it and I'll bet that, if it exists, it's not obvious.

Several people complaining about Acer Direct on the internet clearly haven't realised they're not dealing with Acer.

Added 12 July: I chatted to one Tarlok Rai at Acer HQ today: he admitted that they've had several people under the impression that Acer Direct is the retail arm of Acer. (He said that the web showed that this wasn't the case, since it shows that Acer Direct is an Easy Computers' company. I told him that it hadn't shown me anything, since I wasn't to know that Acer itself was not an Easycom company. He took my point.)

I really do think we're talking a simple fraud here.

2. They don't answer. There's not a lot more to be said. Problems with the computer and items not delivered led me to email them, and to try their own weird e-messaging system (which appears to send messages into the outer aether, there to roam like the Flying Dutchman).

Receiving no replies to my emails, I sent more, naturally: you have my assurance that they were conciliatory and restrained (apart from natural good manners, there's no point in antagonising someone from whom you're seeking help). No answer after (now) five days. Not even an automated acknowledgement, which is the least you'd think an IT company could manage. No acknowledgement to my letter, either, though it's normal to wait 14 days (without use of a computer) before taking offense at that!

Unfortunately, my search of internet was rather chilling on this. The general picture is that Acer Direct either don't answer, delay or obfuscate. There's quite a lot of frustrated and seething anger out there.

3. Their "Free Technical Help" isn't free. That's if you can get it. And if you can it's a joke.

Acer Direct (AD) didn't actually give me the Tech phone number at first. They insist that it's on my invoice. It may be, but I haven't received an invoice. I've received a delivery receipt, which says 'the number to call is... then leaves a blank space. When I told AD that the number wasn't printed (quite amiably, I promise) the nice lady on AD's customer service whispered 'idiot' loud enough for me to hear her. Eventually, very unwillingly and brusquely, she gave the number. It's a premium rate number: my phone provider tells me that the subscriber gets quite a sizable chunk. When I asked someone at AD about this, she said 'you have to pay for the call'; when I tried to explain the difference between paying the phone company and paying tech help (again, I promise, quite amiably), she repeated 'you have to pay for the call' and cut me off. Not Free At All.

In fact they're onto a nice little earner, since despite several attempts to get through (day, night, week, weekend) and a deal of waitng (computerised system followed by sad music) I've never actually got through on that number. But they've still made a few bob out of me, and presumably a few other mugs.

I did get through to Tech once, through customer services. I explained that Vista wasn't loading. The solution, they told me, was that I needed to install the most recent graphics drivers. When I hesitantly suggested that this might be difficult (and again I promise that our conversation was amiable - perhaps that's my problem...), there was some trouble understanding, then a period of silence, then the advice that there was no choice but to return the computer to the manufacturer; no suggestion of using the recovery disc (not that I could have done so, not having received it!). They did not call back at an arranged time.

4. Delivery is dire. They promise an email to say when the goods will be deivered. No email. Only part of the order (on 24 hour special order) were delivered in time, with no indication when the rest would follow. (Another ignored e-mail from me, I think.) The following week I still haven't received the recovery disc or any indication of delivery, despite emails. It would have been useful, since the computer crashed while it was still setting itself up. (And I didn't crash it!)

5. Returning the computer may be a problem. Through their website, AD is insisting on a DoA number from Acer (dead on arrival, I assume) before issuing me their own return number (without which they won't accept the goods). Acer don't give DoA numbers, and Acer's agent said that AD has been told this previously and knows it.

Additionally, although the law entitles me to ask them to collect the computer at their expense, AD say that although they'll provide a courier once, they don't appointments, and if I'm not in when the courier calls then I must return the goods, fully insured, at my own expense.

Unfortunately, despite waiting some time (on premium rate) I can't get through to customer service to discuss any of this.

They're playing games, of course.

In passing, I'm not completely hopeless; I've written the letter (bottom of this page) which I hope will be what gets the ball rolling. But, it's all such an unnecessary pain.

Added 09 July: I've been sending messages to Acer Direct that their machine isn't working for two weeks. I got a (cold) call today from Acer Direct asking if I'd be interested in special offers, but there's been not a squeak in acknowledgement of my complaints. I sent the fromal letter under the Sale of Good's Act ten days ago - confirmed evidence of delivery from Royal Mail, but I'm advised to wait anoth eight days 'to give them a chance to reply'.

BUT

6. Now I'm in their hands...

From my point of view, my most chilling finds on the internet were a couple of accusations that computers had been returned to Easy Computers companies in good condition (AD being part of that organisation) - but payment had been refused because the goods were damaged.

Of course there's no knowing whether or not accusations made on the internet against companies have any truth to them... but that's the problem - I don't know. Acer Direct have at best been pretty lackadaisical, at worst deliberately misleading people into thinking that the company is something it isn't... and elsewhere on this site I've borne personal witness to some fairly appalling activities by people in far more serious positions of trust...

At the moment, the goods are packed, ready for collection, in perfect condition other than the failures about which I'm complaining; and I feel the touch of paranoia. I know that it's a 99.9% likelihood that I have nothing to worry about, but not 100%? Can I trust Acer Direct not to mess me about? How do I make sure?

I'm fed up with all this now. I may edit or add to this page later. (30 June)

To be fair:

Easy Computers also has some very good press, on the internet. However: the good press which I came across came mainly from business and the media (or the business sector itself) referring to the company's growing sales and profits. Not much sign (that I found) of customer satisfaction.


1. Draft of bog-standard 'unsatisfactory goods' letter from me to Acer Direct (sent 30 June)

cc my bank.

The Manager.
Easy Computers Ltd.,
Unit A Trident Business Park
Neptune Way Leeds Road
Huddersfield
HD2 1UA

Sale of Goods Act 1979 (as amended)

On 23rd June 2008, I bought an Acer Aspire 5920G computer bundle from you for £534.51 which is not of satisfactory quality.

The problems are:
1. Software problems, first giving error messages the first time the computer was switched on, then crashes, leading to the Vista operating system and programmes being unusable and unrecoverable after about two hours.
2. Hardware Problems (which I didn't have the chance to assess fully) which appeared to include a faulty hard disc drive, inability to read some DVDs and a possible weakness in the screen.
3. Part of the order has (still) not arrived, namely the recovery disc. This might have been critical in recovering the system when it crashed.
4. Your free technical help was not made readily available; is (according to my landline provider) not free, being on a premium rate line from which the subscriber gets a cut; and provides inappropriate advice.

I notice also that the goods may not be as described, since a substantial part of the software appears to be running on Windows XP and not on Windows Vista as produced by Microsoft, which is how I interpret your sales literature.

I contacted you by email and emessage, (emails: 26 June, 12.42 am and 2.34 pm concerning the missing disc) and complained specifically and at length by an email on Friday 26 June at 3.08 am. I have heard no acknowledgment or reply.

Unfortunately reaching you by phone has proved difficult.

I now wish to reject the goods and claim a full refund.

I notice that you provide a returns form on your website; I shall complete that (which should be done by the time you receive this letter). I note that you require a DOA number from Acer: Acer have advised me that they do not provide DOA numbers and that your company has been made aware of this on previous occasions. I also note from your site that you provide one visit by your courier to collect the goods but that you are not prepared to advise on the time of that visit. I shall however expect to arrange on what day and within what maximum range of times the visit will be made.

I should be grateful for your response at your earliest convenience, certainly within 14 days.


2. Substance of reply from Acer Direct ("Return Escalation Team"), received 10 July:

"In response to your letter regarding a return request, at this stage your product is repair only unless deemed irreparable by the manufacturer. (1)

"Please contact Acer directly on 0870...... (2)

"Please accept my apologies for the problems. (3)

"Kind regards, etc" (4)

(1) Rubbish. If the goods are received in an unserviceable condition, or they become so when the attempt is made to use them correctly, this is not a condition that the retailer is allowed to impose - under the Sale of Goods Act. In any case, how are Acer to know the computer isn't repairable without my sending it to them, which I'm not required to do under the law? (In fact, I may lose rights if I do that thing.) Acer Direct is probably breaking the law by sending me this condition.

(2) My contract is with the retailer, Acer direct. Acer itself is as remote as, say, BP from this contract. The laws clear on that. In any case, my letter had already pointed out that Acer don't do DoA numbers.

(3) An apology without reparation where reparation is clear and straightforward isn't an apology. Period. Peolple are too keen on saying they're sorry without meaning it.

(4) Oh, yeah?

Do you notice any actual response to what I actually wrote? They're playing games.

We all have lives to lead; we have to deal with crooks like this from time to time. the trouble is that we sort things out (or give up) and then move on - which is how businesses can go on behaving like this. I've decided that once this matter's sorted, I'm going to think about sticking with it; a letter to computer magazines where they advertise? this column? sue forpunitive damages (I like the last one - it might lead to a bit of publicity, like what's being done in the US; to some effect, I hear.)

Still; it seems there's a letter on its way from my credit card company about this business, so no action until I see what it has to say.


3. Draft of a letter to Acer Direct, which in the end I thought it wouldn't be helpful to send. (Only to be read if you're very interested!)

Frankly, the whole experience of buying this computer from your company has been trying, time-consuming and unpleasant.

1. I understood that "Acer Direct", sporting an Acer logo at the top of each page, specialising in Acer computers, based in England and widely advertised for a long time, was Acer's own official site. Only after the computer was bought and paid for, and (on its first day) failed, did I discover from Acer themselves that you're not part of their organisation. I'm sure that a degree of research with trading standards, or whoever it takes, will establish that, while not fraudulent, the tendency to mislead nevertheless comes perilously close to being intentional. (For comparison, think, say, "Tesco-Direct.com")

2. I purchased the computer as a "Windows Vista" computer. I've found that a large part of the installed system is actually "Windows XP", labelled as such - deep in the system - but normally concealed and only discoverable to the ordinary user (me) by chance. It was "Acer Arcade", which appears to operate under XP, which also appears to have ensured that no part of the system (except Acer Arcade itself) can now be loaded or used. I took a little trip around the internet, which showed that Acer Arcade, running under 'a system other than Vista' (no site that I visited seems to have realised that it's XP) has caused problems for a great many people. While I appreciate that you do not set up the system, you retail it and therefore it is you to whom I must first refer. Again, I'm sure that the Trades Descriptions Acts, or similar, would have something to say on the subject.

3. Goods were ordered from Acer Direct on Monday 23 June for delivery on Tuesday. Due to a security check by the bank there was an 18 hour delay: I was surprised by this, since I warned my bank of the intending purchase. Whether or not it had any actual bearing on the matter, I cannot think that the bank being given an entirely different name by you for authorisation will have helped to expedite matters. I'm surprised that your salesman did not advise me that the application would not be by Acer Direct.

Actual delivery took place in part on Wednesday, without the warning promised by you as to when delivery would take place. Not all of the order arrived, most of the balance following, again without a time being given, on Thursday. I still await the delivery of the recovery disc - which might have enabled me to have the computer up and running instead of sitting idle for two days (and counting). I have asked you by email several times when to expect the disc but received no reply at all.

4. Part of my bundle was for seven days' (24 hour) free technical support. Although the amounts involved are small (although not to me), the costs of trying to get through to you, the wasted calls and the wasted time have become irksome. It is therefore additionally galling to discover that far from being free, your technical support is offered on an 0871 premium rateline from which, my phone provider tells me, you get a cut.

(I have to say that I would not have mentioned this now, except that both your sales staff and your customer services have been - from the start - off-hand to a quite extraordinary degree: I broke off ordering on Monday because the salsman quite clearly didn't give twopence about my order - I only recommenced under the impression that I was dealing with Acer. Sadly, I got the same salesman again, who was no more engaged the second time. If you have a recording of those two conversations, please examine them.)

Speaking of the general, rather lackadaisical, standards of your service: In addition to the unanswered emails, I note that on your website and on your order confirmation you give phone numbers that are out of date: several times I've chosen from options on your (premium rate) systems, only then to be advised that I'd have to call another number... considering the numbers of people potentially phoning you, one might be forgiven for thinking, quite a nice little earner for being lazy.

I now have a computer that doesn't work, purchased from a company which doesn't answer communications, nor give promised information, and has been, not to put a fine point on it, extraordinary off-hand and unprofessional on a couple of occasions when I've actually managed to get through to someone. You will understand, therefore, if I request that I have some sort of meaningful dialogue from you, which answers and deals with the points raised in this letter - via email or Royal Mail, I suggest, since I'd rather have a hard record of our communication from now on.

I suggest that a meaningful acknowlegment of this letter by e-mail by the end of business (today, Friday) will reassure me that I have been at least partly mistaken. No doubt you'd agree that a continued failure even to acknowledge would be unacceptable.

In the event of a failure by you to reply meaningfully; I'm not sure what my options will be, of course. However, to make it clear that I'm seriously fed up, I shall be thinking in terms of trading standards, Acer, Microsoft, my bank and consumer media along the lines of "Watchdog". I shall be discussing the appearance of fraud and adherence to trading standards, inter alia.

I'd now take a meaningful response to mean a prompt and satisfactory resolution of our position, at your expense and (if need be) inconvenience instead of, as up to now, mine. That would presumably mean a working computer quickly, or a total refund including excess costs of calling you and some acknowledgement of the time I've wasted.

At the cost of a bit of finger-wagging: it's infuraiting to be ignored: it really is much easier if you acknowledge people's legitimate communications, even if you can't deal with them immediately; and if you communicate when you promise to do so. You wouldn't have got this letter, for a start.

Keywords: 'Acer Direct' 'Laptops Direct' 'Easy Computers' Easycom Complaints Problems 'Trading Standards'