My netbook crashed a couple of weeks ago, completely freezing and becomming impossible to turn on.
It turned out there was a simple fix that could be applied. Sadly the person we spoke to at Acer didn’t know it, so they told us to turn the computer on and do some things … which didn’t work be because we couldn’t turn it on.
So our request went into a backlog and then the company (Acer) emailed us a solution. Except we didn’t know because we couldn’t turn the netbook on to find the solution.
Eventually I checked my email on another machine and found out that we had a solution. Aparently Acer netbooks have a common bios problem which means that you can’t access the machine. They don’t fix this in the factory before shipping, but they do have a simple solution you can use if you know about it.
So you stick a file on a memory stick (they email the file to you) and boot the machine from that and then it fixes itself and works fine from then on.
Acer seems to employ some nice people so I was thinking of helping them out with some advice on customer service.
Do you think there are any improved processes or solutions they could try applying in situations like the one above?
I was thinking of using the example in a training course, but it might be too difficult for students to find the process improvements that could be applied.