8 Apr 2011

Chat log with Acer

 S Krishnendhu: Hi, my name is S Krishnendhu. How may I help you?
 Jason Perlow: hi
 Jason Perlow: i have a gateway monitor here
 S Krishnendhu: Okay.
 S Krishnendhu: How are you doing today?
 Jason Perlow: it has been replaced twice
 Jason Perlow: I have been unable to validate the serial via the web site
 S Krishnendhu: Thank you for the information.
 S Krishnendhu: Alright.
 Jason Perlow: the serial number is MQ17150N03023
 S Krishnendhu: May I confirm the SN is MQ17150N03023 ?
 Jason Perlow: yes, it is a gateway 20 inch HD monitor
 Jason Perlow: serial is correct.
 S Krishnendhu: Thank you.
 S Krishnendhu: From the serial number you have provided I see that the computer is out of warranty.
 Jason Perlow: yes, but it has been replaced 3 times
 Jason Perlow: twice
 Jason Perlow: would it be possible to send it in for repair or exchange or refurb or new product?
 S Krishnendhu: May I know the issue with the monitor?
 Jason Perlow: yes, there is no signal.
 Jason Perlow: we have tested the gateway computer with two additional monitors using the DVI output and have verified the computer is working.
 S Krishnendhu: Have you double checked with the other monitor to the same tower?
 Jason Perlow: both the VGA and the DVI output function on the computer.
 S Krishnendhu: Alright.
 Jason Perlow: monitor does not respond to either signal.
 Jason Perlow: black screen.
 S Krishnendhu: Is the monitor respond to any other system?
 Jason Perlow: no.
 Jason Perlow: I tried it on a dell and an IBM lenovo.
 Jason Perlow: using DVI and SVGA inputs.
 S Krishnendhu: I understand that the monitor is not working,
 S Krishnendhu: In this case I recommend you contact the local technician to resolve the issue.
 Jason Perlow: what do you mean by local technician
 Jason Perlow: is there an acer/gateway authorized service center where I live?
 S Krishnendhu: You may contact any local technician to resolve the issue.
 Jason Perlow: I'm not sure I understand.
 S Krishnendhu: Alright.
 Jason Perlow: what is acer and gateway's support policy on hardware that has had to be replaced twice due to defect?
 Jason Perlow: is the company unwilling to resolve the issue outside of standard warranty terms?
 Jason Perlow: if that is your statement, I would like to clarify that.
 S Krishnendhu: Jason, unfortunately we do not have the option to repair the monitor.
 Jason Perlow: okay, thank you.