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Faulty software on pc

gloria1997 Avatar
8y, 3m agoPosted 8 years, 3 months ago
Can anyone give me some advice. I bought a pc from an reputable electrical company back in March. We were unable to set it up until mid July due to building work in our home and we also needed to get broadband wireless connections. When we tried to start it up it continued to be on a loop and would not load. We contacted the company's head office who said to return it to the store. We did this only to be told that we needed to contact Acer ourselves and needed an authorisation code from them. After 2 costly phone calls with the technical advice of "try Alt F10 repeatedly while it loads" we were able to load up our broadband wireless only for it to return to the loop the next time we started up. Acer then diagnosed it was a software problem and to take it back to the the store. I spoke to the store today who have said that I would have to pay £49.99 to have the problem sorted as the software is not covered by the guarantee. I'm furious surely this is not right, apart from the minimum start up use we have been unable to use the computer. We seem to be held to ransom for something that has been completely out of our control. Sorry to rabbit on but it seems so wrong.
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gloria1997 Avatar
8y, 3m agoPosted 8 years, 3 months ago
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#1
What's the piece of sofware you're having a problem with?
#2
Acer have not specified just 'software' we are presuming it is Vista. After a lengthy call to the store they are trying to say that it must be our wireless but we used it on my laptop (also Acer) and it works perfectly.
#3
Y'know, it tends to help if you give any sort of information. What's not working? What software isn't working? Who is this reputable company? Are you even wanting help with it, or are you just wanting to share grumble about it? You haven't asked for or told us anything...
#4
First lesson, when buying something even if its not going to be properly used for a while is test it asap to be sure everything is ok.
#5
dxx
Y'know, it tends to help if you give any sort of information. What's not working? What software isn't working? Who is this reputable company? Are you even wanting help with it, or are you just wanting to share grumble about it? You haven't asked for or told us anything...


I realise it was a grumble but I do want your help, both with how we stand with Comet (the reputable company) and any suggestions if anyone else has come across similar. I used the word 'softwear' because that is how Acer described it with no further explanation. I presume they meant Vista (which was already pre-loaded) or our Orange wireless because this is the only softwear on the machine. I want to know if Comet can charge us to recify a problem that we have had no control of, surely the computer was not fit for purpose. I would be grateful if anyone can give suggestions we could do to try and sort it ourselves, also how do we stand as consumers.

I wish we had checked the system over when we got the computer but I felt it was safer to leave it in the box rather than risk damaging it during our revamp - will learn from this
#6
If the problem is software related then they can charge to have it looked at as this is not covered by warranty. To be honest I have to agree with dxx, I'm having difficulty working out what has actually happened and can see why you're running into trouble with tech support.

You've mentioned the F10 reload worked until you loaded your broadband wireless - what did you actually do, have you installed a wireless card and drivers? If so, what type?

When you say the PC is looping, what is actually happening on the screen? What stage has the PC reached when it restarts?

At a guess it sounds like your PC is doing the modern equivalent of a blue screen which in XP and Vista means it automatically restarts, I think the first step is to remove this auto-restart so you can see the error and get a better idea of what's happening. If you can access the PC before it restarts you need to right click 'Computer', choose properties then on the left choose system protection, then advanced and finally settings for Startup and Recovery. There should be a section 'System failure' with automatically restart ticked, untick this so when the system crashes it shows the error on screen.

The next step is to examine the event log, you can find this my right clicking Computer again but this time choose Manage. A few items down you should have Event viewer, have a look through the logs at the times when the PC restarted - you should have an error which will give you more information about why the computer crashed.

John
#7
Thanks for your help. Apologies for not being clearer but it is difficult to explain other than we went through the normal routine to start a new computer then inserted the orange broadband wireless disc. We are reasonably computer savvy but I don't think it was anything we did wrong. Will give your suggestions a try in the morning.
#8
try resetting it it...

when its loading up/

Hit F8 all the time...

then it should run a "repair" or "Start fresh"
banned#9
I would check to see that the modem is compatible with Vista. Just because you used it on your laptop does not mean it's ok, unless your laptop is Vista.
If the computer will reload and then work without the Orange broadband, i would think that is the problem.

As far as your warranty is concerned the store is correct, unless it was the operating system itself, and then you would need to have found this from day 1.
#10
run in safe mode

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