Acer does not supply recovery DVD

by Thomanji Jan 15, 2014 12:29PM PST

It is amazing, I just completed a chat with acer support and the guy "Deep" told me acer has a policy to not sell or give replacement DVD's. He tells me I can send the system in. I manage 180 PC's here and never encountered something like this to be blackmailed to send a system in to simply install a recovery partition on a new hard drive. I am absolutely shocked and will proceed to warn companies everywhere from buying Acer products because if thy break you are screwed.

What a shame this is.

Here is the chat with the dude at Acer that does not care at all.

Deep: Hi, my name is Deep. How may I help you?
ME: Hi Deep, I need to find a place where I can download a ISO image to make a CD to restore my System to factory default. My hard drive broke and I need to restore the OS to the new HD but I lost the CD's

(8 minutes waiting)
ME: Hello?
Deep: please wait

(6 Minutes waiting)
ME: ok, thanks
Deep: Thanks for waiting
Deep: Pertaining to your inquiry, you may need to send in the unit to our service center to reload the OS back to default factory settings and build in back the recovery partition into your system.
ME: I just need the CD, I manage 180 systems here, it would be quite inefficient if I would need to send in a system simply to restore the OS to a new Hard drive.
ME: It can't be that Acer does not have a service to get a replacement restore CD/DVD
ME: With my Dell and HP systems this is no problem at all. This is our first Acer and somehow the DVD's that where delivered with the system have been misplaced. So I need replacements to restore the system.
Deep: We are no longer provided any recovery disc as we had build in the recovery partition into the system and customer may make a copy from there.
ME: well, the Hard drive is broken, I have a new one and need to recreate the partition. So you tell me if the hard-drive breaks that are no replacement DVD's? I guess this will mean we can not switch to Acer from Dell. We have your sales people call us every week to buy Acer's but if this is the service then I will not be able to recommend Acer as an efficient replacement. It might be a bit cheaper then Dell but support does not make sense.
Deep: Sorry to inform this is our standard process as customer can make the copy of the disc by our recovery management application.
ME: OK, so how do I make a copy?
Deep: You may go to search and enter Acer recovery management
Deep: enter to the application and select backup
ME: where do I do this?
ME: On the website?
ME: You understand that the Computer does not run because with the original HD it does not recognize the drive at all so we installed a replacement drive without OS.
Deep: Nope
Deep: you may find the recovery application in the system.
ME: Yes, sure, You do understand that all data in a computer system is saved on a Hard Drive, even a recovery partition is actually located on the same hard drive. This means that if a hard drive breaks not only the operation system is not working but the recovery partition is not accessible too. The result of this is that the system can not be started and no software that was installed on the system can be accessed. So this means that I can look very hard but I will not see any recovery application on a black screen. It is very disappointing to see Acer Support, It shows that it is not enough to sell cheap computers but if the technical service is not competent and incapable to offer solutions then computer systems like this can not be utilized in any serious corporation. I will cancel the orders we have with Acer today and continue to purchase Dell systems for our enterprise. I feel that I need to warn other corporations to not be stuck in a situation like we are now. If is for me a absolute shock that Acer does not sell Replacement Restore DVD's to customers but instead blackmailed the customer to send in a system to simply install a dvd.
Deep: Usually customer may made a backup when they first receive the unit.
ME: Luckily I found a DVD in Bittorrent now. So I have to resort to a P2P network to get support. its a decrease.
Deep: ok
ME: right, this is what Acer things and everyone that does not make a backup is screwed. Great policy !!!

Discussion is locked

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You should be able to make

by orlbuckeye Feb 12, 2014 3:13AM PST

recovery disk. I've been able to on every Acer I've owned and I was prompted to do that first when setting up the PC the first time. You can access that using Acer eRecovery Management

http://www.youtube.com/watch?v=H2xoMEPfiPQ

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Erecovery - Customer Support (out of India) is useless.

by Denny10000 Mar 29, 2014 2:24AM PDT

Couldn't find the "Button" to be used to "fire up" Erecovery. So I called Customer Support is definitely in India. They even have provided the support people with names (eg Don and Peter. Don gave me another support number to call - guess what... it was MS! called back got Peter who recommended I get on-line and send an e-mail to Customer Support. What a fiasco! In fact, I tried to do that and finally gave up.

I "looked" at the ACER file and found Erecovery. Fired it up and was promptly informed that my system was modified (note above: Peter recommended I go on-line). Well so much for ACER's " support.

I worked for a FORTUNE 100 company. We had a customer support group that was outstanding. We had multiple clients using our computer services and had all kinds of kudos from the clients. WE KNEW HOW TO
SERVICE OUR CLIENTS.

If anyone has read this far, I apologize to the lengthy info above.

My solution is: ACER is not professional and therefore I'm not going to spend time with their customer support or trying to resolve the irresovable Erecovery. I will back up my software which I can depend on
using tried and true backup procedures and not depend upon a file (Erecovery generated) that could be
corrupted on the system leaving me with a big fat ZERO!

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BS?

by r. proffitt Forum moderator Feb 12, 2014 3:18AM PST

http://store.acer.com/store/aceramer/en_US/eRecovery

I don't know who you called.
Bob

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Acer recovery media

by pgc3 Feb 12, 2014 3:45AM PST

Yeah, I've done a few Acer recovery disk sets from the system, similar to many and most you need to create your own. The last Acer I did had a glitch and the 4th disk was not created properly, that's another story, it wasn't fun.

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eRecovery CD

by sassyrobin420 Mar 1, 2014 3:01PM PST

I just ordered my eRecovery CD from the Acer store just now. I bought the pc a couple of days ago. I ALWAYS order a recovery disc with any computer I buy. I don't trust my ability to create my own & will usually end up using it.
I bought an Acer AZS600G-UW10. I've always purchased HP & was a little worried. But there was a 1 day half sale so.....
I miss Windows 7 though.

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Order process

by Willy Mar 30, 2014 1:55AM PDT

I can't say every Acer model# out there can have an "OEM recovery disc" be ordered, but you need to check. provided you have a newer or recently released PC, follow the model#(OR serial#) on their support website and verify if any recovery disc can be ordered. Older PCs can have "sold out" from stock -OR- aren't generated after a given date(I assume) because many OEM makers do this. Also, understand its for only for the day 1 manufacture of model# as it was intended to be sold, so any added devices/items aren't covered. As you research this you'll find besides a "disc", flash drives are also sold as such.

*NOTE* don't expect this to be free, some cost is associated with this unless otherwise quoted to you but the cost isn't that much.

tada -----Willy

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May not be Acer's fault

by chaslinux Aug 19, 2015 11:41AM PDT

Hi Thoman. As crazy as it's going to sound the reason Acer might not be allowing you to download the ISO/restore disc might not have anything to do with Acer policy, but the type of Windows license Acer bought from Microsoft for the machine. I can't say this for sure, but as a non-for-profit computer refurbisher our non-profit organization can buy a couple of licenses through Microsoft's refurbishing program: One license is a commercial license which consists of 3 Windows licenses and 3 DVDs we can distribute with the refurbished PC. The other license is a "Citizenship" (non-profit/low-income) license which we buy in quantities of 20 or more. With the second type of license we cannot distribute a CD. The licenses cost us less per license than buying the commercial licenses, but they come with other conditions (the recipient must be a qualified low-income individual, we can provide a restore partition, but no DVDs).

I'm surprised Acer doesn't provide discs, but they may have some special deal with Microsoft where they get the licenses for a bit less than a normal OEM with the provision they only provide restore partitions. Of course this would simply mean that Acer was just cutting corners cost-wise, but the actual conditions on the license might have been set by Microsoft. For non-profits trying to help low-income individuals it's a great resource, but not so good if you're paying big bucks for equipment.

Acer does not supply recovery DVD

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