Averatec gives us options, but not the right ones

I received a call from Averatec Advanced Customer Care. After yesterday’s re-escalation from tier 1, that was pretty quick this time.They will not exchange our defective machine with a new one. This even though it is pretty obvious we have a “lemon” and we are certainly not to blame for the issues in their repair facility (which returns non-repaired machines to the customer) nor their shipping department (which in our case made 2 shipping errors during the 3 RMAs) Our options are: a) another repair b) exchange it (for a refurbished unit it turns out) c) refund (turns out to be partial). Another repair? There is no quality control in the Averatec Repair Department so that is a no-brainer really. This machine has been bouncing on trucks for 6 weeks already. Who says this repair will be the last one and will be professional? Why wasn’t the battery replaced as promised three times? Exchange it? I initially said yes, till it became clear it would be for a refurbished machine. I don’t think that is a viable option, as that would means we are exchanging this machine (after 3 RMAs) for another one which has had 3 RMAs … and is refurbished by their technical department without QA. Absolutely not an option. That leaves the refund. Which is actually only a partial refund as it is a used machine and according to Averatec has been used for 9 months. That translates for us to 2/3 of the purchase price. Purchased 9 months ago? Yes. But 9 months of use? No way. They conveniently ignore that: – this machine came with issues and we tried to troubleshoot in house first – we have been troubleshooting with customer care over the phone since June/July (last summer) – only after several mandatory steps were allowed to mail in the machine with RMA 1 (before they refused to accept it were hardware issues) – since the first RMA (=November) have not had possession nor use of the machine, which is a total of 3.5 months! In all honesty, I more than likely have spent more time troubleshooting this machine and dealing with Averatec; than Carolyn actually used it. So, how in the world can they say we used it for 9 months when it about half of that time it was under RMA? By the way: this machine still has the protective plastics on it and is absolutely clean plus scratch & dent free. So it is not like this machine is abused by a teenager and the issues are a result of misuse, inadequate care or so and we are looking for a free ride. Our systems are treated like babies. Don’t get me wrong, we do not expect a full refund and understand that this machine is not new. But the facts are the facts and I think they should do better. Yes, OK, we were slow of the mark detecting issues. But, if you have a new machine, do you test…

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Averatec after RMA #3: more issues … back to customer care for #4 !

Kiwi – our Averatec 4265-EH1 notebook – is finally back with us, after its third RMA. The repair or shipping department forgot to return it via 2 day air. That meant again a 7 day ground trip.First looks: The combo drive (DVD CDRw drive) now sits flush and closes properly. The severely stripped case screws have been replaced as I had requested. But that is pretty much where the good news ends. The battery again was not replaced. Even though this was noted in RMA #1, repeated in RMA #2 and once again in RMA #3. Or was it? I know 110% sure I requested it more then once. After a little room temperature warm up period to acclimate the system, I fire it up. The optical drive is correctly recognized. Finally! Why didn’t they do this the previous time(s)? We already knew battery life is only 1 hr 15 min or so when you play a DVD. Tested it again, battery life is still 1 hr 15 min. I cannot accept this as “long battery life”. Our 2yr old 12″ Averatec 3150HS did better: 2 hours and time to spare. One new anomaly shows up: the battery status does not update. It remains at 100%? Even 1 hour into a movie. That’s odd! But, before I complain to Averatec again, how about the “BatterySaver” feature? Fresh boot on the mint factory pre-installed system, I press the dedicated button on the top right side of the base above the keyboard: What the heck? A “Blue Screen of Death?” Can’t be. Let’s try that again. Well, I most consistently get a screen lockup similar to this with fuzzy vertical lines and total lockup. (non-responsive system) As pictured below. On occasion it is the BSOD above. ( Note. The Norton splash screen to sign up (comes back after factory reset, and I haven’t activated it yet) was moved a little to the left by me to further illustrate the lockup. By default it sits more centered. ) I can clearly repeat the steps & crashes. Time to document it and get back to Averatec. This is where it gets more interesting. With RMA #3 I was referred to Advanced Customer Care. I was told to get back in touch if things were not resolved. So, I write my contact person a detailed email describing the symptoms with some screenshots. I also request to be escalated further and referred to a manager or a person in a decision making level that can help us out for a refund since after all these months of troubleshooting and 3 RMAs in 3 months where we saw the machine not even a handful of days; we still have a dead pixel, very short battery life and now power management issues on top of it. I don’t have the energy to test real-life performance and DVD burning speed. It seems to work snappier, but that’s without any load, no antivirus, firewall, … nothing. So who knows? My…

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