Hallo!
I have a question about the uses and missuses of the smart cards in this Tablet. I installed it the other day and, all of a sudden, I could no longer make changes to my users, nor install or uninstall software. I had tried to install it with one admin capable user n pw but all I obtained was that my other users were gone and would no longer log on/off while the user that could still get on could not do anything else but use the software. I thought the smart card and the users worked at differetnt levels being the card grants u access the the machine, the users give you different log-ons capabilities according to how they were set up.
I called Acer and I ended up being accused by the 1st person I talked to of having corrupted their software by installing Win update SP2 and One Note. He actually said it was not ACER responsibility to troubleshoot with me but Microsoft as (an here things get fuzzy...), I was trying to use their software... I was NOT having a problem with those but with the smart card ones...
Well, I did point out that everything was onkey donkey ok before I attempted to install the SMART CARD software and after that everything was NO OK anymore. I could not see the softare on the add remove software within control panel, I could not start them from the menu, nor the shortcuts (the computer would freeze, if I did) and everything had become real slow. He accused me of having downloaded updates that were not acer authorized: when the first attemp with the softare on the disk did not work, I went on the acer support webage to download a current version of the software-and here things get real funny as he told me that there is no such a thing as an Acer support webpage....
After I was hung up on, I called back but the second guy turned out to be mad at me for not doing what he was telling me...to go to control panel etc...He said it could not be possible for the software icons not to be there and that I was making that up!!!! He was real cocky about the whole thing: he told me that I should just quit wanting to do what ever it was that I wanted to do and follow his instructions without objection.
Now, what is the problem with the people who take calls for the ACER Tablet PC support center. Last I heard from anyone there, they did not spit on my $ 3K when I shelled it to buy their tablet. Can you find out if they plan to continue on this line or they actually will find out what the problem is with that card?
thank you,
Elliebug

Let me be blunt and then I'll give you the political answer.

Blunt
Acer employees have reputations for being jerks. It usually happens when they don't have an answer and too many things to accomplish. They tend to take their problems out on everyone else.

Politically correct answer
I'm sorry this has happened to you. No one should be treated rudely. Sadly, overworked technical support people can lose their temper too. While working phone support, I had to work hard to picture the person's screen and figure out what they were actually doing. It takes intense concentration. One mis-word on my part and the person on the other end of the phone could be taken in the wrong direction. It's a tough and mind-blowing experience. Worse, you can get phone calls that are simply user errors and the person will completely deny what they've done is wrong AND then your next call can be a very complex situation, taking a full hour of follow up to complete.

Now, here are some steps to make sure your problems are repeatable and the company reps will be able to help.

(1) List all hardware makes and models
(2) List all software and revisions loaded
(3) List all steps for someone else to be able to repeat it and confirm it.

The last step is the most difficult. See if you can call Acer technical support and if they are willing to setup a C303 in your configuration so that they can confirm the issue. I'm not sure where you live but I had the luxury of being able to drive over and look the guys in the eyes. They were actually happy to be able to solve problems.

You see, if you receive one call in technical support then it is usually not a big deal. However, if many calls come in with the same problem then there usually becomes an intense search for a solution.

Update: I was also wondering if you'd like to try an experiment. Try to list all of the details in this thread (including the Acer support URL page you pulled downloads) and then ask the tech support person to read it. Give him/her time to read it and think of a solution. Get a support ticket number and say you'll call back later to see if they've come up with a suggestion. I'm not sure if they'll do it but it is worth a try. This takes the pressure off for an immediate and off-the-top of the head answer.

PS. My brother wrote a program for email tech support that is fantastic. A person sending an email to support can update and edit their email in order to add more details and clarify any problems. It also allows the sender to know the status of their email. Acer and others should use MyEmailStatus.

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Layne P. Heiny / Administrator for Tux Reports Network

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Dear LPH,
thanks for the input. I will give it a try in the morning when my son is not here to try and help me with the work (17 mos old with an innate love for technical stuff...) Hopefully there will be someone willing to help and I will get an answer at some point. I noticed that I have already had 15 readers since I logged my thread, it might actually help a few people to get an answer to this.

Does your TPC have a smrt card? I would love to be able to talk face to face but I live in GA and i do not believe there is a support location anywhere near, plus right now I am in Modena Italy to visit my parents.

thanks again,
Elliebug

One of the things that irritates me most of the time is my lack of Tablet PC equipment. :bawling:

I do not have a smart card or I'd love to help. However, my cousin has an Acer C303 and I'll see if she can help.

__________________
Layne P. Heiny / Administrator for Tux Reports Network

Please do not send private messages requesting technical support. Place your request in the proper forum and hopefully someone can help you.

Computer Sites
Tablet PC Blogs | Technology Questions | Tablet PC Post | Windows Vista | What Is New

Prelaunch
Insane Politics