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    Acer DHL warranty computer lost

    Discussion in 'Acer' started by gege350, Aug 11, 2009.

  1. gege350

    gege350 Newbie

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    Dear All,
    I have contacted Acer customer Service, because I had a problem with my computer, that I bought 3 months before, which is still under warranty.They had directly contacted DHL Express to organize the delivery of my parcel.

    A day after DHL came to pick up my computer to send it to Acer Repair Centre In Plymouth, as it was written on the DHL receipt paper and on the package of the parcel.

    A day after I can see on DHL site the traking of my parcel. It was delivered to the wrong address.

    After 1 month of calling every day Acer and DHL Customer services:

    Acer Customer service told me that they never received the parcel because it was send to a wrong adress.

    DHL Customer service told me that they can do nothing for me because Acer Limited is their client with whom they have a contract and it has nothing to deal with me.
    So they will not proceed any investigation as long as Acer does not request it.

    Acer Customer service asked me to contact DHL because it has nothing to do with them.
    DHL Customer service asked me to contact Acer because Acer is the only entity which can request any action on this case.

    I am facing a complete endless issue.
    It has been already a month but the worst thing is that I don't see any improvement in the future cause none of them want to take the responsabillity and try to solve the problem.

    In a first step I would like to know if it is Acer or DHL Express responsability.

    In a second step I would like, to know what to do because they don't care at all on their customer service line.

    Thank you in advance for advice
     
    gege350, Aug 11, 2009
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  2. exdhl

    exdhl Newbie

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    If Acer dispatched DHL to your location then I'm guessing that Acer paid for the shipping cost....Acer is the only one who can file the claim since they are the only ones who can collect on any claim ....Contact Acer again (supervisor) make sure they realize that DHL was contracted by them to pick up your laptop.....
     
    exdhl, Aug 11, 2009
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  3. billaboard

    billaboard Notebook Consultant

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    And if they don't respond immediately, find a local trading standards office (or Citizen's Advice Bureau) and get them across the problem. You need to escalate this quickly and very firmly.
     
    billaboard, Aug 11, 2009
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  4. BobbyNumber9

    BobbyNumber9 Notebook Consultant

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    Yeah, maybe threatning (Or even pursing) legal action could help.
     
    BobbyNumber9, Aug 11, 2009
    #4