Acer not recalling stock of XG270HU to update firmware for overdrive + Freesync fix, users expected to pay shipping

[That Norwegian Guy]

What fail from Acer. As noted in TFTcentral's review, to get the most sharpness and responsiveness out of the 144hz Freesync 1440p monitor, Acer XG270HU, you have to run it at the "normal" overdrive setting. However, because of Freesync drivers previously not supporting any overdrive at all, you had to run it at no overdrive (you can set it to normal but it won't have any effect)

 

 

Now that AMD fixed the issue in their drivers, BenQ immediately recalled and re-shipped the XL2730Z (the XG270HU's closest competition) with their new firmware, and now overdrive works on that monitor. Acer however, are stubbornly refusing to recall stock from stores to make the required fix, and according to Inet AB, they expect end users to send it back instead.

 

"The monitors we have still have the old firmware, if you want the new firmware you have to send it in for service."

 

 

And from Acer's rep through TFTcentral: 

 

"Customer service and experience are priorities for Acer. Customers owning an Acer XG270HU Monitor may potentially experience slower response times when connected  over DisplayPort to FreeSync compatible graphic cards of the PC. When connecting to PCs with other graphic cards or connection options there is no impact on the performance and response time. Customers which believe they are experiencing a potentially slower response time than normal, may contact the nearest Acer Service Center for a firmware update."

 

So if you wanted this monitor, you'll have to play hardball daredevil with Acer for a while, or opt for the BenQ monitor (which is a notch more expensive) or the ASUS MG279Q.

 

My thoughts: You could argue that due to the aggressive price point of the Acer monitor, it is to be expected that support wouldn't be so great. However, considering how much more expensive the BenQ monitor is in comparison for only a tad better performance in some areas, I would rather pay $20-$50 more for the Acer monitor if it means it is fully working out of the box, as it would still be cheaper than the BenQ.

[SkywardKkalox]

Acer.... You drunk?

 

 

 

they expect end users to send it back instead.

[,,,,,,,,,,,,,,,,,,,,,,,,,,]

This is why I own a BenQ monitor

[brownninja97]

This is why I own a BenQ monitor

damn right

[Bouzoo]

That... is not how you do business Acer.

[That Norwegian Guy]

This is why I own a BenQ monitor

 

damn right

 

Mine is from 2008 though, need to upgrade even if 1200p is master race

 

I'm probably just going to get the XL2730Z.

[mr moose]

Hang on, is the issue that it doesn't work because they designed it wrong or is it because the AMD freesync drivers changed?  If it was because Acer messed up then that's just poor customer service and borderline illegal. If AMD has fixed a problem or changed something at their end,  then it has nothing to do with acer and no one should expect them to foot the bill for it.

[That Norwegian Guy]

Hang on, is the issue that it doesn't work because they designed it wrong or is it because the AMD freesync drivers changed?  If it was because Acer messed up then that's just poor customer service and borderline illegal. If AMD has fixed a problem or changed something at their end,  then it has nothing to do with acer and no one should expect them to foot the bill for it.

 

It was AMD's issue, the difference is that it was a known problem before both Acer and BenQ first shipped the two monitors. The only difference is that BenQ recalled theirs to update it, while Acer is making the end user pay. If Acer didn't want to recall to make the update when the fix was available, they should have not shipped it in the first place until it was fixed.

[mr moose]

It was AMD's issue, the difference is that it was a known problem before both Acer and BenQ first shipped the two monitors. The only difference is that BenQ recalled theirs to update it, while Acer is making the end user pay. If Acer didn't want to recall to make the update when the fix was available, they should have not shipped it in the first place until it was fixed.

 

But the issue effects all freesync monitors so what about all the other brands?

[skullbringer]

Acer has been the worst in terms of customer support for me so far. So not surprised about this.

[That Norwegian Guy]

But the issue effects all freesync monitors so what about all the other brands?

 

Asus' MG279Q was also fixed (they had sent out only review samples before it was fixed though)

 

Samsung just launched revisions of theirs, so any old ones will probably have the issue (the really cheap 4K monitors) but their replacements won't.

 

AFAIK, Acer is the only one with this approach to service. I don't know about LG.

[Fred Castellum]

One of the reasons ASUS is held in higher regard than Acer in Asia.

[mr moose]

Asus' MG279Q was also fixed (they had sent out only review samples before it was fixed though)

 

Samsung just launched revisions of theirs, so any old ones will probably have the issue (the really cheap 4K monitors) but their replacements won't.

 

AFAIK, Acer is the only one with this approach to service. I don't know about LG.

 

Nixeus and viewsonic?

 

Just curious because I have had a lot of experience with Acer (and I mean a lot we're talking thousands of products) and never had issues like this before.  It doesn't surprise me that they might be doing the dirty by not fixing the issue, but it does surprise me that they shipped product knowing it had the issue to begin with.

[That Norwegian Guy]

Nixeus and viewsonic?

 

Just curious because I have had a lot of experience with Acer (and I mean a lot we're talking thousands of products) and never had issues like this before.  It doesn't surprise me that they might be doing the dirty by not fixing the issue, but it does surprise me that they shipped product knowing it had the issue to begin with.

 

Those two brands aren't available in my country, so I never bothered researching them (Viewsonic exists only at top-top end professional grade stuff)

 

Edit: Viewsonic has 1 freesync monitor listed here, but no etailers have it in stock so I assume they're in the middle of a recall. Nixeus never existed on the Norwegian market.

[Gdourado]

Anyone with this monitor managed to have the firmware upgraded?

I am thinking about this monitor to go with the fury X,

I can get it 150 euros cheaper than the XL2730z, so it is an option.

But the benq, I am sure that if I buy one today, it will have the firmware upgraded since benq recalled them from retailers.

If I get the acer, I might get one with the old firmware.

[comicsansms]

Acer is Acer. Acer =/= good.

[Bsmith]

acer aint good, but neither bad.

 

It's just a good option for budget sometimes, but that's about it.

the shipping costs are partly understandable since it is quite a big package after all.

[TheMidnightNarwhal]

AMD bad drivers again? And from Acer, I knew it wasn't that good of a company. Cheap monitors come with this.

[gill2k]

"How not to retain or gain customers" - presented by Acer.

[Misanthrope]

That's....surprisingly not unreasonable. Shipping is fucking expensive, and having amateurs pack in something as fragile as a monitor means they will be a ton of insurance claim with the shipping companies so yeah...I guess buyers should be particularly beware when buying large, fragile articles like monitors.

[Gdourado]

So, from my understanding, if I buy a XG270 and I get one with the old firmware, it's up to me to pack it and ship it to Acer for an upgrade?

If that's the case, the extra cost of the Benq might be worth it to save the trouble and have a peace of mind

[dalekphalm]

So, from my understanding, if I buy a XG270 and I get one with the old firmware, it's up to me to pack it and ship it to Acer for an upgrade?

If that's the case, the extra cost of the Benq might be worth it to save the trouble and have a peace of mind

Consider that shipping a monitor is going to cost somewhere between $50-$150 USD, depending on what country you're in, and where the closest Acer facility is that you can ship to.

 

So you should factor that shipping cost into the "purchase price". That BenQ is looking better and better every day...

[bcredeur97]

jc, what is overdrive? lol

 

I know "AMD Overdrive" is catalyst's built-in overclocking feature, but this sounds like something different.

 

 

And it makes sense for acer to do this, its risky to recall it and have users not pack the monitors (very expensive monitors, mind you) properly in boxes and they break, causing losses. 

[dalekphalm]

jc, what is overdrive? lol

 

I know "AMD Overdrive" is catalyst's built-in overclocking feature, but this sounds like something different.

 

 

And it makes sense for acer to do this, its risky to recall it and have users not pack the monitors (very expensive monitors, mind you) properly in boxes and they break, causing losses. 

Monitor Overdrive is a lag compensation mechanism/feature in many monitors. It forces the pixels to refresh faster than the normal spec or something. The idea is to decrease input lag.

[That Norwegian Guy]

Monitor Overdrive is a lag compensation mechanism/feature in many monitors. It forces the pixels to refresh faster than the normal spec or something. The idea is to decrease input lag.

 

On the Acer monitor, the 'normal' overdrive setting compensates both for ghosting and input lag (after setting to 'normal' OD the Acer is even nearly as good as the BenQ at input lag, and sharper)