Acer Customer Support

Dear All,


It has been quite some time since I posted here and the current situation is forcing me to ask help maybe someone has a solution for me. I have been using my Asus U6Sg laptop for years. It is working fine however I started to see some hickups in Matlab. So I decided to purchase another laptop. I bought the Acer 5750G on the second of February.

2 weeks after use, the fan broke down. It started making grinding noises and the laptop was heating up more than before. I looked online for customer support and I gave them a rang. A lovely Indian person picked up and everything went seamlessly. The person said 3-5 business days as the fan is easy to replace. The same day, the laptop was picked up by UPS and the next day, Thursday, it arrived in Plymouth at Infoteam.

I was very happy that my laptop was already with the technicians. The following week, Wednesday I called Acer again. I spoke to another person from India and they told me that they are waiting for parts. This was on teh 22nd of February. He then said it should take 5-7 business days. I said okay, I can wait not a problem. It can't be that bad as my whole Asus experience. Use the search button and you will see what happened. I was so wrong. After the 7th business day has passed and I did not get any news, I started to look for numbers that may allow me to reach Infoteam. There are none. All the numbers lead to the Acer switchboard and to India.

So again after a conversation with someone whom I barely understand it was agreed that I talk to escalations. Bear in mind that calls cost 1 pound / minute from my cellphone. So after 5 minutes of actually begging them to allow me to talk to escalations, this 'lovely' call center person gives me the floor manager. He is very nice to me and says, please wait a few minutes whilst I check your issue. He looks in the computer and says that it is waiting for parts and usually it takes 7-10 business days. I tell the guy that the more I call the larger the repair window and he says that he does not believe that the people in the call center have said 3-5, 5-7 business days.


So my laptop was nowhere near in the process of being fixed. I realized this is getting me nowhere so I did some research online. I found that there are hundreds of people complaining about Acer's dismal support. Some people never received their laptops or their money back. I also started looking for all the e-mail addresses I could find because I needed to talk to someone in Plymouth not in India.


By pure miracle I found an address claiming that it belongs to Acer's Europe CEO. I sent my complaint to that address too and 2 hours later i get an e-mail from INFOTEAM. This was on the 8th of March. The email said the following :

Today, the 14th of March, my laptop is still not fixed. In my complaint to them, I explained that I am with no laptop for my PhD research. I need to go to the labs during the day as I cannot access them during the night.



Is there anyone who knows a contact number or e-mail address of somebody capable of sorting this issue out? I spent money on this laptop for them to keep it longer than I used it.


Regards,

Wishmaker.