Quote:
Originally Posted by PrimeTime 
Okay guys, time for a break from the Acer grinding, don't you think?
I realize that it takes some degree of grinding to get a company to respond to problems, especially minor ones. (And make no mistake: this is a minor problem.) Expecting Customer Service staff to be up to speed on every little technical aspect of every product they have to juggle is somewhat unrealistic. When CS staff doesn't seem to breathe the same air of urgency that "perfectionist" enthusiasts do, it's a bit of a reach to bash their product on Customer Review sites. Unless one feels that you're really being jobbed and ripped off, a more appropriate reaction might be to confine "venting" to sites like this one.
The venting may continue if and when owners are required to send their units in for upgrade rather than merely upload one. That's not an unreasonable price to pay for perfectionists, is it? When Kuros came out, I wonder how many Pioneer owners gnashed their teeth that their $4K displays couldn't be "upgraded" to a Kuro.
While I'm at it -- no, I don't work for Acer, but I have stayed in the Engineering Holiday Inn a few times -- it might also be relevant to keep another factor in mind: Acer is (or at least, has been) a company that focuses almost exclusively on computer, not home entertainment, products, as many reviewers have pointed out. This may explain/excuse why their PC input works "better" than HDMI, as it is of less interest to TV and movie people than Power Point users who are their primary customers.
Similarly, I expect that the 3-D and CFI functions were likely almost an afterthought -- "oh, this is for Home Theater now, so we'd better put that in too." So it is not surprising that Acer did not anticipate the degree of interest aroused in the Home Theater community by the H9500BD, and therefore was caught a little short with the supply of 3-D viewing glasses.
Okay, that's probably enough Counterpoint for now.
Okay guys, time for a break from the Acer grinding, don't you think?
I realize that it takes some degree of grinding to get a company to respond to problems, especially minor ones. (And make no mistake: this is a minor problem.) Expecting Customer Service staff to be up to speed on every little technical aspect of every product they have to juggle is somewhat unrealistic. When CS staff doesn't seem to breathe the same air of urgency that "perfectionist" enthusiasts do, it's a bit of a reach to bash their product on Customer Review sites. Unless one feels that you're really being jobbed and ripped off, a more appropriate reaction might be to confine "venting" to sites like this one.
The venting may continue if and when owners are required to send their units in for upgrade rather than merely upload one. That's not an unreasonable price to pay for perfectionists, is it? When Kuros came out, I wonder how many Pioneer owners gnashed their teeth that their $4K displays couldn't be "upgraded" to a Kuro.
While I'm at it -- no, I don't work for Acer, but I have stayed in the Engineering Holiday Inn a few times -- it might also be relevant to keep another factor in mind: Acer is (or at least, has been) a company that focuses almost exclusively on computer, not home entertainment, products, as many reviewers have pointed out. This may explain/excuse why their PC input works "better" than HDMI, as it is of less interest to TV and movie people than Power Point users who are their primary customers.
Similarly, I expect that the 3-D and CFI functions were likely almost an afterthought -- "oh, this is for Home Theater now, so we'd better put that in too." So it is not surprising that Acer did not anticipate the degree of interest aroused in the Home Theater community by the H9500BD, and therefore was caught a little short with the supply of 3-D viewing glasses.
Okay, that's probably enough Counterpoint for now.
On the customer service point only......I work with the public solving computer network related issues and I am aware that it is intrinsically frustrating when you are experiencing a problem. Further, I don't expect CS reps to have all the answers and I wasn't blaming them for not having them. I happen to be quite good at this part of my work because I follow a couple of simple rules. First off, if I don't have the information, I either tell them where they can get it or look for it myself and get back to them. Secondly, I ANSWER questions in a straight forward fashion and don't say things like "As I've already told you...." when I didn't say it.
For the record, I don't have a beef with Acer (though it may come across that way). I never trashed their projector, but was honest about it's shortcomings. Nothing wrong with that IMO. I also don't have a problem sending my PJ in for a firmware update (though I do them all the time for network equipment and it REALLY shouldn't be that big of a deal) AS LONG AS IT REALLY FIXES THE PROBLEM and I get an, even marginally, clearer picture. What will piss me off is being without my PJ and having it come back in the same or worse condition.
I agree with you about the focus of Acer as opposed to BenQ. I think Acer did the right thing by fixing this issue. They made a projector with a very good picture, but it clearly has some reliability issues. As I've said before, I saw that as the price I paid for saving $1000 to $1500 and I was happy to go through three projectors before getting one that worked properly. Not everyone had that experience (those pesky laws of probability at work here), but some did.
I don't regret buying the Acer and plan on editing my reviews as appropriate.
I will be one of the first ones to amend my reviews when the time comes.
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