Acer return procedure:

[Dragon]

Well it took over a week, but finally after many emails, I finally got someone at Acer to understand that the monitor is just frikkin dead.  Below is a condensed version of the emails, average is 6 each day.  8 days of my life I'll never get back.  Sending the monitor to Texas today.  Maybe I'll get it back within a month?

Customer (Brian) - 09/28/2009 11:47 AM
I purchased this monitor from Tiger Direct on 4/2/09.  Yesterday is quit working.  We switched it with another monitor and found that the problem is with the monitor and not either of the computers.  It remained a black screen like it was not getting power, but the LED was on.  Should I send it back for replacement/repair or is their a local repair shop I can drop it off at?  Thanks for your help.



---------------------------------------------------------------
Response (Mary LincyKM) - 09/28/2009 03:20 PM
Dear Brian,

Thank you for contacting Acer America. I'll be happy to assist you.

As per our record your system is in warranty but not registered.

Having reviewed your e-mail I understand that you are facing an issue with
the monitor.

Brian, inorder to troubleshoot the issue, we need additional information.
The information you provide helps us to isolate the issue and troubleshoot quickly. Please include the answers to the following questions in a reply to this message :

- Since when are you facing this issue?
- Do you get a dim desktop image?
- Do you see any thin lines or spots?
- Do you see any stain, crack, or growing plume?
- Was the system accidentally dropped or did someone drop it?
- Did the unit experience any power surge?
- Is the backlight in ON or OFF state?

We would suggest you to please perform a power reset by following the steps mentioned below :

Turn the monitor off and unplug the power cord and VGA cable from the monitor.
> - Hold the power button on the unit down for 30 seconds.
> - Release the power button and plug only the power cord back into the unit.
> - Turn the unit on. What screen do you get? If you are getting the 'No signal or cable disconnected screen on your monitor' then your monitor is working fine.

Please try connecting the monitor with another VGA cable.

Verify that the the power cord is connected properly and securely at both ends and to a proper outlet.


-----------------------------
Customer (Brian) - 10/05/2009 09:42 AM

- Since when are you facing this issue?  Sunday Sept. 26th
- Do you get a dim desktop image?   No
- Do you see any thin lines or spots?   No
- Do you see any stain, crack, or growing plume?   No
- Was the system accidentally dropped or did someone drop it?   No
- Did the unit experience any power surge?   No
- Is the backlight in ON or OFF state?   Unknown

I did the power reset as instructed below, still just a black screen.  The on/off switch light is green.  I tried several different VGA and power cables, no difference.

What is the next step?

----------------------------------
Response (Riyas) - 10/05/2009 11:05 AM
Dear Brian,

Thank you for contacting Acer America.

I understand that you are facing an issue related to monitor display.

To properly diagnose the issue, I will need more information. The more information you provide, the more quickly we can answer your question.
Please include the answers to the following questions in a reply to this message:

=> Remove the data cord and turn on the monitor and check whether you are getting any 'no signal' message on the screen.

=> Try with another power cord and check whether the monitor is turning on.

Follow these steps to perform a self test on the monitor. The results of this test will help us to determine if the display issue is related to the monitor or some other cause.

1. Turn off the computer and the monitor.

2. Disconnect the data cable that comes from the monitor from the back of the computer.

3. Turn the monitor on.

4. You will see a small screen with three colored bands with a message that the monitor is not connected.

Note: If you do not see this message, turn the monitor back off and then turn it on again and hold the power button in for up to 60 seconds.

Once you have the monitor self test on the screen, please notice whether your display symptoms are present or not. Note any changes in the display and/or the issues you are experiencing in Windows. Please include as many details as possible in your reply, regarding the results of the test.

Please be informed that you did not register your computer in our database.

---------------------------------------------------
I had to answer the following email 4 times, hence the getting p'd off type.
---------------------------------------------------

Customer (Brian) - 10/06/2009 07:26 AM
To Whom It May Concern:

=> Remove the data cord and turn on the monitor and check whether you are getting any 'no signal' message on the screen.  DID NOT GET ANY "NO SIGNAL" MESSAGE, SCREEN IS BLACK

=> Try with another power cord and check whether the monitor is turning on.
TRIED ANOTHER CORD, POWER BUTTON STILL TURNS ON, BUT BLACK SCREEN

Follow these steps to perform a self test on the monitor. The results of this test will help us to determine if the display issue is related to the monitor or some other cause.

1. Turn off the computer and the monitor. DONE

2. Disconnect the data cable that comes from the monitor from the back of the computer.  DONE

3. Turn the monitor on. GREEN LIGHT TURNS ON

4. You will see a small screen with three colored bands with a message that the monitor is not connected. NO MESSAGE, SCREEN IS BLACK

Note: If you do not see this message, turn the monitor back off and then turn it on again and hold the power button in for up to 60 seconds.  DONE, BUT THE SCREEN IS STILL BLACK, NO TEST MODE, NOT EVEN A FLICKER OF AN ATTEMPT TO CHANGE FROM SOLID BLACK SCREEN

Once you have the monitor self test on the screen, please notice whether your display symptoms are present or not. Note any changes in the display and/or the issues you are experiencing in Windows. Please include as many details as possible in your reply, regarding the results of the test. SEE NOTE ABOVE

Please be informed that you did not register your computer in our database.
THE MONITOR IS REGISTERED.  IT IS REGISTERED IN THE NAME OF THE COMPUTERS OWNER.

[Dragon]

---------------------------------------
Response (Rinesh Rathnakumar) - 10/06/2009 08:23 AM
Dear Brian,

Thank you for contacting Acer America. I'll be happy to assist you.

Having reviewed your email, I understand that the monitor is not showing any display.

After verifying the serial number ETLDW0D01690401DBF8500, I am happy to say that the system is in warranty and registered.

Brian, I understand that the monitor failed to pass the self test.
Therefore, I have determined that this issue is hardware related which requires service to replace a part(s).  Component replacement costs associated with this repair will be covered, aside from exceptions outlined within our limited warranty (this would include damages caused by misuse, abuse,accidents, etc.) examples of this includes cracked LCD, liquid spills etc. 

All passwords must be removed, disabled, or provided to the technician in order to service the system.  The hard drive may be formatted or replaced during the service. Therefore, it is your responsibility to back up all data prior to sending the unit in to our service centers, as we are not responsible for the loss of data. Once received, your product will be inspected for damage.  In the event your product appears to have damage that is not covered under warranty, you will be contacted by our service facility requesting a method of payment be provided to pay for repairs.

If this is not provided, your system will be returned unrepaired and you will not be eligible for service of the item until payment is received

To avoid damage when shipping product to our service facility, it is critical you properly package your product.  We also recommend you insure your package and USE A TRACKABLE CARRIER ONLY, such as FedEx, DHL, UPS,
Purolator; WE HIGHLY DISCOURAGE THE USE OF THE POSTAL SERVICE.

Make sure a copy of the air bill is kept, as this is the only proof of shipment.

Prior to setting up the service, I need to inform you of the following requirements:

- Please confirm your Shipping Address, Email Address and Phone Number.

- Confirm if you have set any Passwords on this computer or not. If yes please let us know the same or you may remove it.

Note: Please be informed that you may need to pay for one way shipment.

Please make a note of your service request number for future reference:
1-5FMDAZ


------------------------------------
Customer (Brian) - 10/06/2009 09:11 AM
Here is the information you requested.  Please let me know what the next step is in getting this monitor repaired or replaced.


Shipping address:
(edit)
Brook Park, OH 44142

No password on computer

service request number: 1-5FMDAZ


Response (Krishnapriya_GWSI409) - 10/06/2009 10:44 AM
Thank you for contacting Acer America. I’ll be happy to assist you.

With the serial number ETLDW0D01690401DBF8500 that you provided, we are able to pull up your system details.
As per our record, your system is in warranty.

I understand that your monitor is not working and you are ready to send the monitor for depot repair.

Thank you for confirming the shipping address and contact details.

We have placed order for depot repair.

Your Service Request Number is 1-5FNY5S.

Please ship your product to the following address(es). Failure to ship to the correct address will result in a delay. An email with these addresses will be sent to the email address (edit)
-----
Acer Repair Center
10986 N.W. H.K. Dodgen Loop
Temple, TX 76504

[Trell]

Tiger direct would not return it?  I would consider it DOA

[guncrasher]

crap i just bought an acer h233h 4 days ago 

semp

[Fulmar]

Tech support via email often is bad.  Though you may not have time to sit on hold to talk to their tech support, response times in emails tend to prolong the process.

Just goes to show you how much of their email system is scripted text.

[Ghastly]

My one experience with Acer via telephone wasn't good either.  The monitor was displaying garbled patterns even on the onboard menu not hooked up to anything, and they were adamant that we "hook it up to a different computer to see what happens".

They have script readers, not technicians.

<S>