ACER poor customer service

I would like to sound a not of warning for anyone considering the purchase of any ACER product.

At the beginning of June 2004 I bought an ACER Laptop. The ACER Aspire 1501 LC.

My laptop was not functioning on delivery. The DVD drive did not work at all. I reported this to the retailers help line and was advised to contact ACER under the terms of my guarantee. ACER help line told me that they would repair or replace the laptop within 72 hours of receipt.

So, the machine was returned to ACER and my troubles began. First although delivery of my parcel was confirmed by CityLink, ACER lost it for a week somewhere between Slough and Plymouth. Another week and many phone calls later I was promised a new laptop. Next day a parcel arrived containing my original laptop. It was missing a screw and sporting a sticker but otherwise unchanged! The DVD drive still did not work, there was no engineers report and I do not think a repair had been carried out at all. And it certainly wasn’t the promised replacement.

Off it went again. This time ACER managed not to lose the parcel but despite a strong letter from me and many calls it was another week before it was even looked at. Finally it was again returned but this time to the wrong address. Thankfully the recipients, several doors away, were at home when the delivery was made and knew the correct address for us otherwise I suppose we might never have seen the laptop again.

This time the laptop has been successfully repaired. However I would say to anyone buying a new laptop … finally I have the use of it 25 days after it was paid for. Do you really want this kind of trouble? I would advise you to avoid ACER laptops.

The agents who answer ACER helpline so try to be sympathetic and helpful but they are not backed up by decent technical or customer services. During this month I have been promised some nine or ten call backs which have never come. Been told I would get a replacement machine twice. I found customer services impossible to contact – even when the helpline agents tried to put me through. Very much the worst service I have come across in recent years.

I did receive a letter of apology from ACER but they ignored my request for re-imbursement of telephone costs, so basically they got away free and the laptop cost me a good deal more than the price tag.

 

Well, that isn't good news. Just a couple questions - I noticed you are in the UK, where did you send your computer for service? Was it semi-local, or is it the same location someone in the US could expect to send it.

Second, when the computer arrived at the wrong adress, was it post-marked incorrectly, or just misdelivered?

 

I've had great experience with them so far. They exchanged my Chinese sysytem/restore disks for an English version without question. I'd bet you just got really unlucky.

I'd also suggest buying from another source in the future. The place I bought my 3200 from will replace the unit without question within 30 days of purchase for any reason other than accidental damage.

 

The parcel was incorrectly addressed by ACERs service agents (they use a company in Plymouth, UK for repairs) not simply wrongly delivered.

I suspect they use different repairers in each country.

The retailer would have refunded me within 7 days but not replaced. I would have had to pay the postage back to him and then of course I would have had to re-order and pay postage again. ACER collected and returned free and promised a 72 hour turnaround. Hence I chose the option to return to ACER. I would advise anyone else in my position to return immediately to the retailer even if it means losing a bit of postage ... but this should not have to be the case ACER should provide a reasonable service otherwise there is no point in the guarantee.

Also of course if your laptop breaks down after a month or so you are forced to deal with the manufacturer for guarantee. So its worth knowing that ACER service is so awful. If I could start over again I certianly would not buy an ACER machine.

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by Tron

 

I have taken a laptop Acer 1642 WLMi, from your Megatronica, Portugal, on 5/7/06.

Now I am in India. I am facing lots of problem with this product. The adapter has stop working even before completing one month from the date of purchasing and I am not getting here the ITW service also.

The windows home edition original version is included with the laptop, but I have no idea why at the start the shop installed windows XP professional pirated one. Now after talking there in the shop they were telling in the hard disk itself, in a hidden portion the home addition is there. Now as per the steps mentioned in manual "to restore the computer to its original settings without recovery CD" as well as told by the shop, to recover the system, the steps will be like this -

1. Restart
2. When the acer logo is showing ALT+F10 has to be pressed.

But doing the steps again and again always the windows professional is coming.

At the time of re-installation, when it shows the defragnation, it is showing that around 3 gb is there separately (), which is not possible to see normally. Can anyone advice me how to access that hidden part and how it will be possible to get and install that original windows home edition.


Thanking you.

 

I would agree that the service is no the best. I bought a 5562 from the UK and had to replace a faulty RAM stick after 2 days! Luckly I was able to send just the RAM stick, but it still took 2 months to get it replaced (with a worse quality one I might add). The funny thing is that Acer inform me that it only took 2 days, because they didn't acknowledge that they had the stick until they could replace it!

I really hope nothing else goes wrong.

PS Just a note about the UK, I was there recently and had to call them for some support. The first shock was the lunch break between 12 and 1 which is not on the website, and the second was the "technician" who thought a BIOS update would increase the CPU speed! I wasn't impressed!

 

Acer products are not the best though the reason I avoid them is the poor tech support and overall customer service.

For examples of this you can check out www.avoidacer.com

 

I've had great customer service support from them. Bump...