Complaint Review: Acer America - Temple Texas

Acer Aspire 5601awlmi has a problem with intermittent freezing (recoverable) and even lockups (unrecoverable and requires power off) that occur randomly. This problem poses nuisances and inconveniences to users such as losing their progresses while working on their computers. As a result, users have to resend in the laptops to the tech support multiple times. For some users, their notebooks actually stay at Acers repair depot longer than they have been using them.

However, the root of the problem is not found, therefore the issue has not be fixed to date. In addition, Acer refuses to offer a replacement of problematic laptopsthe only solution Acer offers is to require users to resend their laptops in, seemingly this laptop will get fixed eventuallybut in my opinion, indefinitely. Such phenomenon is causing a futile waste of money, time, energy, and worries on both the consumers and the manufacturer.

Although Acer tech support repeatedly claims that the "concerning issues have been addressed and repairs have been made accordingly", the truth is that the problem still persists and hasn't gone away. In fact, several repairs were done, including the replacement of hardware components (ex. Motherboards, ac adapter), reinstallations of the operating system to factory defaultbut so far, these actions have not corrected the issue at all. When diagnosed, a 45-minute-long extreme test was even done to overload the laptopand the result was no problem found.

It seems to me that Acer tech support has not been actively involved in finding the cause(s) of the problem. Initially, the tech support seems to be unaware of the problems, but through various notebook forums, I realize that this problem has been experienced by many. Later on, one of the tech support crews even revealed that his laptop is experiencing the exact same problem.

I believe that this problem has caused a lot of frustrationsseemingly there is nothing the consumers can do but to resend their products inwithout getting them fixed. To date, much effort has been spent by consumers into discussing about the causes and fixes on various forums, but so far none has raised a voiced objection yet.

The symptoms of the problem will be discussed below. Some people believe that the problem is not limited to the 56xx series (model) but even to the 5xxx series.

The symptoms of the problem are compiled, taken from notebookreview forums (http://forum.notebookreview.com):

"Acer periodically freeze for a few seconds then recover itself. This freeze-up usually lasts about 5-10 seconds and occurs as frequently as every couple of minutes--though more often it's every 5-10 minutes or so, and sometimes even longer."

"It is a freeze when mouse, keyboard, and speakers become unresponsive. If you are playing a song, the speakers will loop the note/tune of the time, similar to a long stutter for about 5-10 seconds. Typing on the keyboard during the freeze will yield the letters you type, BUT only after the freeze. HD light flashes sometimes after the freeze, but not during it. Task manager maxed out only once when I tried to look at it, other times not, so I think it is inconsistent."

I wish some other users who are experiencing the same problems can at least respond or do something about this, concerning that as consumerswe have our deserved rights.

Sam

Newton Center, Massachusetts

U.S.A.