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Another Defective Acer Liquid!

Edit: April 2013. Now I deal with the Rogers store in North Hill instead of Wirelesswave, and they actually speak to me like I am a member of the human race, instead of just seeing me as commission dollars to be milked. Decided I am going to keep my contract with Rogers, because Wirelesswave are the ones with the problem. Y'know, being nice to people goes a long way. My replacement Liquid E phone without the defect is actually SO sturdy -- and actually has ended up getting dropped AND wet over the past two-and-a-half years, and it still works perfectly, despite the scratches on the screen.

My new phone broke. The men I spoke to said that it probably resulted from being "compressed in my pocket", and that one should never put their phone in their pocket. How ridiculous. Where else should I put my phone? If this thing breaks that easily, it's obviously defective. It's an Acer Liquid E, and it was $0 when I "upgraded" my Fido contract to Rogers. It is a lovely little phone, but apparently there is a manufacturing defect where the top right corner of the screen stops working. Since so many people seem to have had this exact same problem, since I purchased the extended warranty, and since I've only had this phone for seven days, I find it absolutely ridiculous that they will not write it off and give me a new one for free.

Note the yellowing of the pixels around the edges, the series of dead pixels going across the top, and of course, the big dead spot in the upper-right-hand corner.

The customer service that I received from the retailer when I got the phone was absolutely fantastic, so I expected similar treatment when I went to exchange my phone for a non-defective one. Unfortunately, the young gentleman who had helped me seven days prior was not working today, and I was instead served by four other men. Two of them just seemed to be hanging out for the show, although they did offer some helpful information and one was especially kind. Another attempted to be helpful, but must've been new. The manager, however, obviously did not like to help customers with their problematic product.

This man repeatedly accused me of mishandling my phone, told me over and over again that they couldn't do anything because it was physical damage, and when I tried to tell him that I found dozens and dozens of pictures on the Internet of this exact same defect resulting from legitimate, day-to-day usage, he accused me of taking all of those pictures myself. I did not even have a response to that, but I guess he noticed my face. Then he said, "I'm not trying to put you down, but you could've just taken lots of pictures of the same phone."

How irritating. One of the pictures was of a Chinese phone. As far as I know, I don't speak Chinese. ;)

While this was all going on, one of the men was on the phone talking to Rogers and trying to see if they'd replace my phone. (Surprise: no, they would not.) Another one told me that I should not send my phone in to Rogers, because one of two things could happen. One, they could deem the product defective, and send me a new phone. Two, they could deem the product mistreated, and charge me $400. The phone isn't even worth that! I asked him how much it would cost to cancel my contract, and he told me it would be $500. I then asked how much a new Acer Liquid E would cost, and I was told that it was $200.

What is the point of purchasing a warranty if it doesn't cover problems like this?

Eventually, I became frustrated, and I just left. I came back an hour late from my break, but nobody seemed to mind since I was pretty upset. (See: Crying because I was just treated like absolute shit for an hour and firmly and repeatedly accused of breaking my new phone and trying to scam them into giving me a new one by putting fake pictures on the Internet.) I am afraid to try to get it repaired through Rogers in case they actually charge me $400 (it is such a new phone, they might not be acknowledging the defect yet), but perhaps Acer will be able to help me out. I am surprised that they've released such a low-quality product like this, since my laptop is Acer, and I've used so many other Acer products without any sort of problem. I've come to trust their brand name, and hopefully they won't let me down.

The phone is still functional, so I suppose if I can't get it repaired, I'll just have to hang onto it until I'm eligible for an upgrade in two years. I'm just worried that it is going to get worse.

These are the pictures I was talking about:

Edit: After returning again and making it very clear that I wasn't leaving, they did agree to give me a new phone.


( 4 comments — Leave a comment )
Oct. 14th, 2010 03:10 am (UTC)
wow. shitty. D: *gives you a million new phones*
Oct. 14th, 2010 01:52 pm (UTC)
I absolutely hate Rogers, and this is one of the reasons why. I would never, ever recommend anyone get Rogers.

I have problems with everything Rogers-related. I got a phone from them once and it had no service almost everywhere. I lived in a basement apartment at the time and I went outside to use my phone, not a huge deal, but there was this little square I had to stand in in my driveway in order for my phone to work. If I even so much as rocked back and forth too much while talking on the phone, the call would be lost. At my mom's house, there were a few key spots I could stand at to get service (in front of her fireplace, I believe the side of her house, etc.) and everywhere else was no service. That's just fucking ridiculous.

Right now I have Rogers cable and I notice when I order PPV, they're always shitty quality, something I've never experienced ordering PPV from other places. They'll cut out lots of times.

I also had Rogers Internet when I was younger, and I literally had to call customer service three times a day to get it to work, with complicated solutions every single time. I knew the employees by their names, and there were one or two people I would just hang up and try again if they picked up because they were such douchebags to deal with. Rogers, of course, insisted that the Ethernet on my computer wasn't properly installed, but I took the computer to get looked at and they insisted the Ethernet was fine.

In short, Rogers = hassles and bad service.
Oct. 14th, 2010 08:06 pm (UTC)
Hi there.

I am Elise, I work with Rogers Online Communications Team.

I read your blog and understand it must have been a frustrating experience. I'd like to help and look into this situation. I actually already replied to the tweet you sent this morning from my Twitter account @RogersElise and we'll start from there.

Although our team doesn't replace existing channels of customers help, we try to help make it easier for customers to do business with us. We answer questions of customers who are reaching out to @RogersHelps like you did this morning and also helping where we can on blogs, forums and other social media platform.

Hope to talk to you soon!

Oct. 16th, 2010 10:32 pm (UTC)
What the fuck? That's really terrible and I'm sorry you had to go through that. I can't believe they actually accused you of taking all those pictures yourself. The blackened part is different on every phone so I can't imagine how they'd think you'd be able to change what it looks like for every picture. I wonder if there's a place that these people can be reported to or something? If not, maybe the defect will soon come to their attention and they'll have to replace all the defective phones. I hope it all gets worked out soon. :(
( 4 comments — Leave a comment )


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