Acer Warranty & the Consumer Credit Act

emeralddreams

Hi,
Hopefully someone can help. I purchased an Acer laptop just before christmas last year and purchased an additional 3yr warranty. Well, 3 wks ago my machine fell faulty and asked acer to fix it. Tried logging the call on bank holiday monday and had to wait over 30 mins (0870 number) only for me to get to the front of the queue and then be cut off. Called the next day to find out someone had forgotten to turn on the message that no staff is available over the holiday period.

Called the following day waited another 30mins got through and logged the issue and was asked to contact their couriers and arrange a pickup time with citylink. Called citylink and arranged for the pickup in 4hrs. After 4 more calls to citylink and two days later i finally had the machine picked up. Received an sms from acer the following day to confirm receipt. following wk called acer for an update - waited 20 mins again. only update available was the part had been ordered and received and the machine was under repair will be tested over the next day and if no problems i should have the machine by early following wk. Called the following monday for another update was told exactly the same thing - by this time i had had enough and asked for the complaints team to give me a call. 2 days later still no call. Called again yesterday and asked again for a proper update and asked for someone to give me a call back within 4hrs. The update was the same as last thursday. 6hrs later got a call and was told that the machine will be returned to me today as there was a mix up and would like to apologise for this. I asked why the complaints team had not yet contacted me and was asked what i expected to them to do as they would only apologise again. I advised them that they the service i received from the start was apalling and would like some financial compensation considering i had paid for the service and i could have gone to pc world and probably received a better service (however appalling) from them. They mentioned that the issue with citylink was not their fault and I would have to take the matter up directly with them. spoke to the service rep and then apparently the customer service manager who were both very unhelpful and unwilling to transfer me to a complaints dept.. makes me think they don't have one. Their website updates and contact details are just as bad.

I finally asked for their names and contact details and threatened to contact watchdog etc. and was only advised that under the consumer credit act they fulfilled their end within the 90 days but their contract says 10 days which they didn't meet and if i hadn't pestered them they would still be telling me the same thing and it would have been another 10 days.

Sorry about the rant, but under the CC Act can anyone advise me whether i have a case or not. Considering the amount of time i spent on the phone and waiting for citylink etc.

I hope someone has some ideas. Appreciate any advise.

thanks
N.

derrick

Not an answer to your query, but you could save money by not using the 0870 number, not sure what is the number you are dialing, but CS ,0870 8368290, is 01752 243914, from the Saynoto0870 site.
If you go HERE and put ACER into the company name box you will get other numbers.

You can also get geo numbers for City Link by doing the same.

Quincy_3

Acer the facts.

I have repeatedly dealt with Acer on the behalf of customers who have PCs under warranty and they are the biggest shambles on the planet and I would reccomend anyone who considers using this company should by some kind of relaxants aswell whether it be booze or drugs, as Im sure Acer are just here to wind people up and they always try to balme the couriers who will actually say that they cant deliver from Acer as Acer are never ready with the goods.

And PC world are not that bad actually they have a bad reputation that preceeds them, I have always had good service from PC world mailly because I dont get pushed around by the sales team and I dont let them BS me, the nice thing is I can talk to a human if need be.

polybear

I'd send them a couple of politely worded letters saying that you expect x pounds compensation for the aggro. In addition, Acer are responsible for arranging collection - if they choose to subcontract it to Citylink then that's their choice. You go for compensation from Acer - if they choose to claim from Citylink as a consequence then that's their problem - not yours.
Send all letters via recorded delivery, and don't be fobbed off by twenty quid etc. If no joy then send a final demand saying that they should pay up in (say) two weeks, else you'll take them to court.
Finally, issue a claim via the small claims court (easy easy peasy to do) - go to your local library for a book on how to do it. Once Acer get the court summons they will pay up for certain, plus the court fee. Even if they defended it and won it would cost them far more than if they pay up.

Polybear.

emeralddreams

derrick wrote:

Not an answer to your query, but you could save money by not using the 0870 number, not sure what is the number you are dialing, but CS ,0870 8368290, is 01752 243914, from the Saynoto0870 site.
If you go HERE and put ACER into the company name box you will get other numbers.

You can also get geo numbers for City Link by doing the same.

Went to the site and used all the numbers (some of which no longer work) only to be advised to contact CS on 0870... secondly decided to check the forum and it advised that the numbers listed don't work and the staff are extremely impolite refusing to put you through mentioning that you MUST use the 0870 number. I just ended up making at least 10 attempts for all other numbers listed on the site. oh well, it was worth a try i guess.

thanks for the hint, none the less.

N.

bargainaddict

We had almost the same problem as OP and after finally getting through to someone in complaints we were told to send in our phone bill and they would pay for the calls to them..We pointed out that they were making a profit on the calls from our complaint!!!

We were told that if we didn't get our machine back within 4 weeks they would give us a new one and guess what, with 1 day to go they fixed it and sent it back. Won't buy another one.