ACER would not honor Vista Upgrade

I bought my Acer laptop this past January and sent in my Vista Upgrade. I went to Acer's website and the Microsoft Upgrade advisor to see which version I should get. Both places recommend I get the 64 bit Business version for my laptop. That's what I ordered - back in January.

The first response I got back from Acer, after serveral weeks, was that my Win XP COA was no good. So I had to resubmit. Of course, the COA was good but they needed it twice. OK. So everything was fine.

Not fine. A couple of months later they sent me an email stating that upon further review, my upgrade path was not acceptable because my computer could not handle a 64 bit operating system. If I felt that was an error, I was to challenge it at their upgrade support contact. Which I did, and after several more weeks, they did agree that yes indeed, that was the proper Vista upgrade for my system.

Weeks later, they once again cancelled my order because, upon further review, they had determined my system could not have the 64 bit Vista OS. I was told to call them directly and talk to customer support. Which I did. And I explained once again that both their website and the MS upgrade advisor tell me to upgrade to Vista 64 bit Business Edition. OK. So the representative said that they would have a manager call me back after they verified the upgrade recommendations. Never happened.

I emailed Acer after a few weeks asking when the manager was going to get back to me about my Vista upgrade. All I get now is a form email stating that the Vista Upgrade offer is now expired and I have to purchase the full retail version. I sent them another email reminding them that I submitted all my paperwork and money this past January. All I got back in response was, again, the form email stating that the Vista Upgrade program has expired.

Acer customer service really sucks. I have absolutely nothing good to say about them. More then half the time they never read my emails and instead sent an automated response/form email which made no sense to my inquiry. My attached emails in the chain are pages long from my correspondence back and forth with Acer where you can see that they have declared a number of times that my Vista upgrade had been approved, canceled, reordered, rejected, reordered, etc...

All I wanted was some Vista upgrade that was legal so that I could load it on my system once the bugs got worked out and the updates were proven. I am not in any great hurry to move to Vista, but if it is the future OS, I think I should be entitled to my promised upgrade.

If anyone has any advice to help, please let me know. Otherwise, a word to those of you considering buying an Acer laptop, that their customer support is terrible. I would not buy another Acer laptop based on this lack of customer support. When this laptop dies, I will buy another brand.

 

If you purchased it with a CC, you could issue a chargeback for the amount of a new Vista license...or for the entire computer, stating that Acer never 'fully' delivered the order you made.

 

just wait till your system needs a repair... it gets worse...

I had almost he exact same experience with the upgrade thing as well.

 

I absolutely agree. If you charged it on your CC, see if your credit card company will help. Tell them they are not honoring the software that you are supposed to get and have the hold thing in dispute.

 

if you have proof of what you are saying you have a clear cut case,acer a fobbing u off hoping you will just give up "like most people do" take them through the small claims courts!

 

Had a similar experience.

Cutting long story short threatened them with legal action and voilà, they just did what they had to do and my disk turned up.

They just had to do what they were required to do and it looked as if legal threats were the only way.

Started this all in February just got disk this week. Not going to use it yet as screen needs fixing under warranty so lots of backing up to do before sending of to be fixed.