If you're thinking of buying an Acer laptop, especially one like the Acer TravelMate 4501 which I bought, then I advise you to read this Acer laptop review before you buy.
I'm a Director of Private Healthcare UK. We're a business which relies on technology; and when the supplier lets you down...... I felt other people should know what they might be in for if they buy an Acer laptop.
However good your laptop is, it's often the technical support, warranty and customer service that makes the difference between a good and an atrocious customer experience. My Acer laptop (a TravelMate 4501) is 13 months old. In that period it has been out of commission, at the repair centre for around 4-5 months. At one point it was gone for three months.
For the details of my Acer Customer Experience, see:
What makes for an atrocious customer experience? This is it in brief:
- They don't call back when they say they will.
- I spend my life in the Acer phone queue for technical support (OK, what's new...every pc company is the same. Actually, since I dumped Acer and bought Dell, I've found out that there is such a thing as customer service and support.)
- They tell me to use the email enquiry service, then they don't repond to emails.
- They give me a different story whenever I call.
- They can't give me any idea of when my laptop will be fixed
- They make the priceless excuse of "we are currently experiencing a higher turnover in repairs due to an unprecedented increase in demand for Acer products". Let's hope this review of their service reduces the demand and then they will have less repairs to cope with!.
It cost me £1,200
So, I have had to go out and buy another laptop (a Dell Latitude 610, which I highly recommend), which I can't say that I'm particularly happy about. Acer's offer of a three month extension of my warranty doesn't really compensate. (The machine has been in their workshop for over three months!).
Buy Dell if you want decent service
Let's face it computers go wrong, and nowadays most computers are built from the same bits in countries such as China, Taiwan and South Korea. So what makes the difference is the service and response that you get when something goes wrong.
Following the disaster story above, I switched my home and company purchasing to Dell. And occasionally, we have had a problem. But the service and support has been outstanding.
They answer the phone relatively promptly (this is unheard of in the pc support business).
They are courteous and polite.
Their technicians have brains.
They actually call you back when they say they will.
When we had a hard disk failure, the technician appeared on the doorstep the following day to replace it.
And they rang that afternoon to see if all was OK.
And as a result, they will get my business over and over again!