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Acer laptops : Consumer reviews 3

Acer laptop computers  : Consumer reviews and customer experiences

If you're thinking of buying an Acer laptop computer, then I advise you to read about these experiences of Acer service and back up before you buy.

 

Read the Introduction to my Acer laptop computer experience where you find out why I went to the bother of creating these pages.

 

Read Acer customer experiences 1, Acer customer experiences 2, Acer customer experiences 4, Acer customer experiences 5, Acer customer experiences 6 to see yet more dire stories of how buying an Acer went badly wrong for some customers.

 

If you have been through the mill with Acer, I am happy to publicise your experience, provided it is a fair and honest appraisal of what happened. Email details to keithpollardNOSPAMPLEASE@intuition-comms.co.uk. (Remove NOSPAMPLEASE to use this address).

 

21 May 2007: A real Acer story with a real Superviser

 

A nice story to add some juice to your web site

 

Sent my Acer laptop 5200 still under warranty beginning of February for repair at the UK service. I should have spotted something when the DHL call centre while booking told me …"Esplex no problem we know everything we have lots of returns".

 

And so it was. Since that first time my laptop has gone back … I cannot count how may times and, funny enough, never for the same problem:

 

I requested a new DVD writer, new hard disk and to repair the VGA socket. The first time back they broke the memory card and PCMCIA reader. The second time they manage to destroy the thermo protection and fan of the cpu. The third time they killed the memory. The computer was literally dead but I had to make a video clip and send it back with the laptop because after other three times their 'manager' Mike kept on telling me that the computer was working in front of him. YOU could not even get to the BIOS screen. But the odyssey is not over. Last time they just broke the Bluetooth and therefore since three weeks my computer is back in ACER service hands and Mr Mike does not even have the courage to call and apologize for his incompetence.

 

All this disaster were of course surrounded by the most ridiculous and disgusting discussions and unjustifiable delays set up by the customer service all the way up to Mr Mike the supervisor.  By far the worse service I ever had

 

I heard somebody manage to sue them. Can anyone give me suggestions on how to do it, plus why this nice web site with all this testimonials does not get in the hands of the European CEO. Can we do anything to make it happen??

Marco

9 May 2007: Awful Acer service

 

Having just read your comments on Acer I cannot agree more having been locked in "discussion" with Acer Esplex since January over my large screen laptop they "confiscated" from me since they could not repair it but seem unable to replace it either. I enclose my latest letter which though lengthy "summarises" my experience to date!

 

Dear Sir/Madam,

 

Having been extremely patient and followed all the normal channels in dealing with your company I am taking the unusual step of writing directly to yourself in order to draw to your attention my extremely poor experience of your company. I do not know if my experience is a singular one or is typical of the level of service received by other customers but believe you should be aware of what is happening in your company and maybe you can personally assist my case. Having addressed this for your personal and private attention I sincerely hope you get to read this personally.

 

In a hope that this letter will reach the correct person I have also sent copies to other managers in your organisation.

 

In essence I returned my laptop to you for repair under warranty in January 2007 and still have not had it back repaired or replaced almost 4 months later following a number of failed promises! The following is a brief resume¢: -

 

1)                I informed Acer Esplex that the dvd/cd drive on my Acer laptop had broken down on 17th January 2007and it was subsequently collected for repair under the terms of my 3 year extended Acer warranty terms.

 

2)                I was contacted on 26 January 2007 to explain that your company could not repair my machine so would be replacing it with a new one. Proof of purchase was requested.

 

3)                I returned proof of purchase by fax on 29th January 2007with a letter explaining that my original machine was a 17” non wide-screen and that the vertical height specification (approximately12”) of my machine’s screen was an important specification I would require to maintain in any replacement owing to my poor eyesight.

 

4)                Esplex rang me on 5th February 2007and receipt of proof of purchase was acknowledged. I was now told that I would now not be getting a new one but was offered around £300 instead. No explanation was given as to why the change in your decision had been made. I pointed out that my warranty conditions do not mention “cash replacement” only “repair or replacement” ( with new or factory refurbished “as new”). Since I would be unable to purchase such a replacement myself for £300 I declined this and I was transferred to the “escalation” department”.

 

5)                Despite the difficulty in getting to speak to anyone other than “customer services” on an 0870 phone line I did manage a number of phone calls and e-mails between ……… and myself in the escalation department between 9th February and the 14th March as follows.

 

6)                On 9th February I spoke with …..and I reasonably offered to accept an external DVD/CD drive and my old machine back. I was promised a call back on 12/13th February.

 

7)                I heard nothing back.

 

8)                I emailed ….on 14th February and he rang back. Despite his efforts to organise an external dvd/cd drive for me your company could not supply this and guarantee it would work. Mr ………agreed that the 9800 series machines with 20” wide-screen would be the most suitable replacement for me, as they would maintain the 12” screen height specification I had on my original machine. He said he would look into it but it might take at least 2 weeks to get one, as your suppliers had none in stock.

 

9)                I heard nothing more.

 

10)           On the 15th February 2007, I emailed ……to request my old machine back until this was sorted out (since I could still use it in a limited way). This seemed reasonable because of the lengthy delay.

 

11)           I had no reply.

 

12)           On the 12th March 2007 I rang Acer Esplex Customer services to be told to my surprise that my machine had been repaired, dispatched back to me and that I ought to receive it the next day.

 

13)           No thing arrived.

 

14)           I rang Acer Esplex on 14th March 2007 and ………rang me back. He said there was still a supply problem but would investigate the option of ordering some. He told me that I was refused the option of having my machine back as it was being replaced. He said he would ring me back the same day.

 

15)           I heard nothing back.

 

16)           On 3rd April I wrote to the Senior Manager of the complaints department outlining my case and requesting to know exactly when my machine would be replaced and with what model.

 

17)           I received apologetic communications back from ………also in the Acer Esplex escalations department on the 5th April and 19th April 2007. I was told the problem was that Esplex had not received a copy of my “proof of purchase”! (Notes 2, 3 & 4 state I had already sent it and had been told you had received it!) …..said they could not easily find it and agreed to obtain this document herself from my original retailer. She said she would ring me back hopefully by 25th April.

 

18)           …..did indeed ring me on 25th April to say that the Managing Director had agreed to replace my machine. She checked with me that a 20” 9810 series machine was a suitable replacement. She said she would forward all this onto the replacement department and let me know within the next two days when I could expect replacement.

 

19)           Imagine my relief after all this time when I received both a text message and an e-mail telling me to expect shipment in the next two days!

 

20)           I e-mailed Acer on 30th April 2007 requesting a DHL delivery number.

 

21)           I rang Acer Esplex customer services on 30th April 2007 and was told that the text and e-mails meant nothing! They were standard outputs when a machine is agreed for replacement! In other words the information I had been given had been totally incorrect again as it had been in March (see note 12 also 2 & 4). I was told to expect replacement in 10 working days. I asked for ………to ring me to let me know what exactly was happening.

 

22)           ….did not ring back.

 

23)           I rang Acer Esplex on 1st May. I was told that my replacement would be the same specification or upgraded and that I would definitely receive a text/e-mail by Friday 4th May detailing replacement delivery.

 

24)           I did not receive such an e-mail or text by 4th May 2007.

 

25)           I received a reply to my e-mail of 30th April (note 20 above) on 3rd May 2007 from …..at Acer Technical Support Team saying that my machine had been placed on the replacements database and that as soon as a suitable replacement has been located it will be sent to me as soon as possible.

 

26)           On 5th May 2007 I replied to Acer by e-mail pointing out that I had been waiting 3 months already, that I was expecting a 9810 machine and again asking for a timescale.

 

27)           I have not yet had a reply (9th May2007).

 

I do not find the above catalogue of events satisfactory and certainly do not feel to be the “special customer” as detailed in my Acer warranty, nor has the warranty statement “in the unlucky event that your notebook should fail, you will not have to worry” been true, this has caused me immense worry, lack of access to a laptop since January and cost me a lot of time and money on phone calls and postage. This was not what I expected when I bought an Acer product and warranty.

 

To add insult to injury Acer has been advertising 9810 machines in a pamphlet issued with the Times newspaper and my local dealer can order me one in 3 days! So what is all this hold up for?

 

I hope you will agree this is all very unsatisfactory and intervene to speed up my case to a successful conclusion as I have reached such a state of frustration and dissatisfaction that I will be forced to take this issue to external bodies.

 

Yours Sincerely

 

UK Company Director

 

2 May 2007

 

We have sent an ACER notebook back under warranty, it was only five days old, it is now five weeks and we were told there is no foreseeable date for its return . A very bland Irishman told us there is no recourse for us because under the law as its stands they are not obliged to provide a replacement or a refund until they have had it for three months

 

Managing Director, UK IT company 

 

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