Acer laptop computers : Customer experiences
If you're thinking of buying Acer laptop computers in the UK, then I advise you to read about my experience of Acer 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......
As a result of my experience, other dissatisfied customers have sent me details of their "customer experience". I will add these below. 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).
24 April 2006
Good morning,
Perhaps after all your earlier responses from brassed off Acer customers you may be getting somewhat bored.
However, because of my personal extreme anger at Acer's absolutely dreadful after-sales (during warranty) repair service, I simply had to send a few observations.
Acer simply never reply to e-mail requests for information(recommended by them) on an ongoing repair case.
Getting to speak to someone on the phone at the quoted Acer Repair Centre number is normally almost impossible, unless you are prepared to cough up 0870 call charges for many many minutes in a lengthy queue.They also "pack-up for lunch", so beware. Remember,this is CUSTOMER SERVICES for God's sake !!
Even if you are patient enough to wait and get through, you are unlikely to get to speak to someone who can actually tell you what the state of play is with your repair, and it will likely contradict any earlier contact explanation/s.
Finally, any promise to "ring back later" will not be fulfilled.
Never ever have I come across an Organisation whose After Sales Service is so bad. They are a disgrace.
Finally. just to confirm that nobody should even think for a moment about buying any Acer product based on my experiences.Keep well clear of Acer.
Regards, MT
22 March 2006
T
I sympathise with you as I too have had problems with A**R hardware including a flat panel monitor I bought and my laptop, all of a sudden I couldn't use WiFi or bluetooth, upon phoning A**R they told me I did not have WiFi or Bluetooth on my model, how I ask did they always work before then some form of computer telepathy?
Apparently a common problem for these machines, I've given up now anyway. However what I find very amusing considering the content of this site, is that because presumably you have used the words A**R so many times on the last few pages your adverts by google are mainly for Acer laptops! Painfully ironic.
GE
Logistics Consultant
17 February 2006
I am a Computer Scientist at a UK university. Last bought an Acer Aspire last year to take with me on a visit to the world's top labs in the USA and Canada. The machine was not cheap, about £1,500 but did seem to offer a very fact processor and a decent amount of hard disc – which is what I need for my work. The machine failed within a few days of my tour, which my colleague "fixed" by removing the battery.
Since my return the machine has proven unusable, with all signs pointing to power failure, or maybe even the mother board, at least my well informed colleagues tell me so.
When I sent the machine for repair at Acer, they engineers report stated that the error was traceable to cheap memory – non-Acer certified memory. Interestingly I bought the machine via Acer's own website; which suggests that, at best, they do not vet their vendors at all well. Acer refused to communicate with me n any meaningful way after I raised this issue.
The machine will now not even turn on; warranty has passed. The problem continues to show all the symptoms of a faulty power supply. I will never buy Acer again, and will pass this information on to the people in my university who help control purchasing.
Dr. P H
Computer Scientist
27th January 2006
"I’m an IT Manager for a large Secondary School/Technology College. As you can appreciate, in a school we aren’t exactly overflowing with money and so are looking for good value laptops. We therefore made the mistake of buying Acer. So far we have had three laptops fail under warranty, NONE of which we have managed to get back for repair under warranty, because we can never get through on the customer service number. We have recorded around 150 attempts to get through, yet on every occasion the line hangs up. Also, no response to e-mails, letters, etc.
We have given up, we are stretched for staff time as it is without having someone permanently trying to call Acer. I am sure it is a deliberate policy of Acer to cut costs and improve their ‘reliability’ statistics!
Completely given up on them now, we just keep the faulty ones for spare parts to cobble together repairs ourselves. Now buy from Viglen, one e-mail to our account manager and we have an engineer on-site to fix it next day. Not that we have anywhere near as many go down as the Acers."
Trevor Williams
ICT Manager
18th January 2006
"I've just read your comments on Acer - we've been going through exactly the same thing with Acer France. They've had our computer back and forth 3 times now for more than 3 months - we even threatened them with the police! We paid nearly 1,300 euros for our Acer Aspire and it packed it in after less than a year. I'm checking the Internet now for other people who have suffered the same thing and there are an awful lot of them out there! Like you, with a daily e-mail premium newsletter, we are completely lost without a reliable computer, which is unfortunately why we chose Acer in the first place. I'm not going to let this drop, but so far haven't found a consumer rights protection agency with any real power. If you have any joy with those infuriating morons at Acer, I would be pleased to hear from you."
Regards,
Louise Krieger
P.S. We ended up buying a new computer from Wortmann - German made and used by doctors and hospitals throughout Germany because of their reliability. We'd never heard of the company before, but it came recommended by a local computer shop. Apparently the owner of the company knows each of his employees by name and if you have a problem with your computer, they fix it. After our Acer experience, we were sold on Wortmann!"
2nd January 2006
"attn. Keith Pollard I will respectfully not buy an acer
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I am fully aware there is a chance that with every company and product
there will be problems, but there is absolutly no reason why customer
service should be that crappy for anyone. So I will bypass acer in my
search for a laptop. You are more than welcome to forward this to them
just to let them know that some stranger that visited you site took
his 800 dollars somewhere else. if you wish to recieve my proof of
purchase from another company I will have one shortly. just shoot me
an email and I will send you a scan of it when I get it. Good luck
brother...... sincerly Brian Grimmett "
