Acer Customer Service

lindauk

I'm sooooo angry and cross right now I just need to vent......

I brought a Acer Aspire 8920G laptop which arrived and was fantastic the shiniest looking machine ever! and it worked well that was until I had had it 4 days and it wouldn't turn on. (very annoying as I had just got it to the 'fully working' stage the night before with updates and programmed:mad:) I contacted the company I got it from who said that I would have to pay to return it to them for repair and a 28 day turnaround or I could have it repaired under the warranty for free with a 10 day turnaround; doesn't take a genius to figure out which one I picked! That’s where the fun started.

I sent Acer Warranty the laptop and they received it on 27th July 2009, I phoned to check that they had received it and was told that they had and it was reiterated that they had a 10 day turnaround. I phoned back on the 10th August to see how they were getting on and I was told that they had all the parts in and the machine was ready for repair since the 4th August but no-one had looked at it. The friendly person sent a chase down to the engineers to get them to look at it. I phoned again on the 12th August to see if it had been looked at and was told that it was being looked at there and then. I phoned again on the 14th August to ask when it was being sent out and was told that it would be with me by Monday 17th at the latest. No surprise there but that day came and went. I phoned again on Tuesday 18th August only to be told that they were awaiting parts but that they would be able to arrange a replacement it I phoned on Friday. Well I just phoned and was told by the customer service rep that they weren't able to order a replacement until 30 days had passed and then the replacement would take two weeks to come (by my estimate I still won't have a laptop until 11th September) I then asked to be put through to a manager and that’s where the fun started.

Again I requested that a replacement be sent out to me and I was told that again that they couldn't do that until the 30 days had past and then I would have to wait another 2 weeks as Acer do not keep any laptops in stock and would have to buy one back from there suppliers! So I tried to find out when the parts would be expected in and asked to have a call back after they had chased the supplier. I was told that this wasn't possible as they would not be able to get a date from the supplier. So then the bloke ventured into a long speel about how the ordering parts system worked telling me that they were ordered from a company 5 minutes down the road (who still wouldn't be able to give them a estimated delivery date) and that the repair centre could know but that they had no way of contacting them as they didn't have telephones. When I asked how they communicated with the repairs centre they said via email and spreadsheets. I then suggested that perhaps he walked down to the repair centre considering that it was the same building and actually speak to someone in person to get an estimate but I got told 'oh no I can't do that its a secure area'. Upon questioning anything I was told that this is how Acer does it and its not going to change - to which i said that obviously it doesn’t work!! The amount of complaints that they must get about there customer service must be a lot!!:mad::mad::mad:

I have no escalated the complaint to the complaint department who aren't much more help but I think I've run out of the oomph to fight:(

I was always made to believe (especially when I worked in the customer service industry) that the customer comes first! the whole point is to keep them happy.

I'm sure that most people will think that this is an unnecessary rant but having spent £750 on a machine I would sure as hell like to have actually been able to use it!!

oldagetraveller

Although not much help to you. I would have demanded a brand new replacement from the supplier after only 4 days! Surely you were entitled to that in such a short time rather than a repair? (SOGA)
Following on from this you will now possibly get the usual "Acers are great" and "Acers are rubbish posts".:p
I don't know having never had one.
It must be frustrating though to have had the machine in your possession for much less time than it's been away?

AdrianW2

Give them a reasonable amount of time to repair or replace telling them that if they don't you'll buy another one and sue for the price.

Widelats

Maybe they are breaking the rules of the guarantee if they don't send it you when they said they would.

lindauk

Urgh! Having just spoke to Acer again I am even more annoyed. Apparently they don't make external phone calls on a Monday; I don't know why I should epect anything different espically considering that they only commnuicate via email and spreadsheet I don't think that they even know what phones are:mad::mad::mad:

lindauk

Was told yesterday that a replacement had been authorized. Will still be phoning them everyday as they don't seem to do anything unless they are constantly nagged! Fingers crossed that I actually get it!

david39

I had the same problem with a Gateway computer (Gateway are now owned by Acer).
After 2 weeks of use the hard drive crashed. I rang the manufacturer's helpline and they collected the machine from me and it went back to a repair centre in Manchester (this was not Acer/Gateway, but some form of repair agency they use).

They kept it for a fortnight, despite repeated phone calls from me both to the manufacturer and the repairer. The repairer said they had no spares because Acer/Gateway had not sent them, A/G helpline said it was the repairer's job to provide the spares. I could have called into any decent computer store and bought the same hard-drive off the shelf.

In the end, I complained to Comet who stepped in to the dispute and gave me my money back and I chose another brand of computer.

The mistake I made was to contact A/G's helpline - I should have dealt with the retailer and insisted that they resolved the problem in the first place. In fairness, I must add that, as soon as Comet did get involved, they got it sorted within 24 hours.

LemonGrove

I absolutely detest everything to do with Acer, I'm glad I have nothing to do with them anymore and would rather buy from PC World again than them! I got caught in an equally frustrating situation with Acer and had to cut my losses just to avoid any further dealings.

deborahgreen_2

Acer laptops are just horrible and their customer services is a nightmare.
I previously owned an Acer laptop, after few days had some problem wid the internet as in the laptop was creating the problem. This i got to knw coz the net was workin fine in my roommate's laptop but not in mine so took it to the acer service center and left it wid them.
After sometime got it back wen they said its fine after this my worst time started . The key board had stopped working , i called them they asked me to take it back to them when i took it they checked it and said tat thr was some trouble in the mother board :eek: and they said tat i had done something:eek:. Which was completely ridiculous coz the service center had the laptop wid dem itself and before that the keyboard was working fine. And they were accusing me saying tat i had done something thatz the reason there was a problem in the mother board. :mad::mad::mad::mad::

op u should consider yourself lucky if u receive your laptop without any more added problems

lindauk

I spoke to Acer today who said that the replacement had been ordered - I insisted that I wanted a new machine as a replacement and not a refurbished. I estimate because of the bank holiday that I will have it back middle of next week.

debroahgreen - that doens't sound good at all. Its a shame that i've had so many problems i know various people who have had Acer laptops for years and never had any problems i'm keeping my fingers and toes crossed that all my problems will soon be over.