Good tip for customer service for netbook suppliers like Acer

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.


About James King

I coach organisations in how to better make use of the untapped talent they have in their people and to explore new ways of understanding and solving new and old problems I live in Sydney with my wife and daughter and have no real hobbies beyond the usual boring ones of reading, writing and watching tv.
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3 Responses to Good tip for customer service for netbook suppliers like Acer

  1. ryan2point0 says:

    I can understand how telling a customer upfront about a fundamental problem like that could be off-putting, but surely they could have included something about it in the paperwork in the box? Not to mention properly training their support staff to be aware of “common problems”. And how about, I don’t know… fixing the problem!

    Of course it’s not just Acer driving these silly customer deletion initiatives. I recently wrote down the model number of my Vaio (which was ingeniously printed on the bottom of the notebook next the word “MODEL”) becasue I didn’t want to carry the device into the Sony Centre in town. The Sony guy couldn’t help me because the number I wrote down *wasn’t* the model number. Of course not.

  2. tom bosley says:

    the model number on the bottom of the vaio is not the product model number. sony came up with this great gimmick where each vaio that rolls off the production line gets assigned to a sexy swimsuit model and they take pictures of the model and your vaio in several suggestive poses. you can then log on to and enter your model number to view the pictures.

  3. jamesking42 says:

    I had a look into this Tom, but apparently the idea was to use the sexy new laptops to make some of America’s next top models look more interesting.
    Apparently they are worried that the show will lose viewers to the cunning new idea of “beauty and the geek”.
    The concern is that geeks may tune out of watching supermodels to watch other geeks actually have a chance with a model.

    So they are trying out the idea for a new show “Americas next supermodel, standing next to some cool techo stuff that geeks will like”.
    The hope is that geeks will get sick of watching other geeks and tune into a show about girls and techo stuff.

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