Acer Netbook

Last week (Wednesday) I had to send my netbook to the repair center in Texas as my netbook of 5 months would not power up. It was sent by UPS - no problem. Today I received the netbook back via FEDEX, opened up the box, powered up the unit which was now working fine (they had replaced the power cord) but then discovered cracks all across the LCD screen. I noticed that the netbook (in my opinion) had never been packaged right when it was sent back as it was moving around in the box before I opened it. I just had a bad feeling about it.

So I get on the horn to Acer repair and the guy asks me what the condition of the box was. I told him it was in excellent condition (which it was ). He then asked me to place the netbook back into the box that it was shipped in to me and to then place that box into another box as they want to examine the box to see if the damage was done due to FEDEX's handling of the box. Good luck to them because that box was in near perfect condition. Acer took care of the shipping costs and gave me a FEDEX number to use. He then told me that either the unit will be replaced or they will replace the LCD screen which I will receive in 7 to 10 days after they have received my netbook.

I just can't believe that whoever packaged the netbook to send back to me didn't wrap this netbook in bubble wrap and filled in the spaces in the box.

I wondered if anyone has had a similar situation to mine.

 

I do not think so friend .... every logical person , keeps the original carton box of the device, stored as long the warranty is active or more , so to avoid similar mix ups .

In simple words , you are the primary responsible .

I got my ACER laptop on eBAY from UK , and i live in Greece .
The person who send it , use an HP carton box (laptops package) ,
equally safe and well made to protect laptops , when got shipped.

The laptop survived the travel , and I still keep this carton box (with the inner soft materials ) in a safe place , for future use.

 

Nonsense. While I am obsessive about keeping my laptop boxes in storage, just in case, that does not relieve the manufacturer of the responsibility to pack it correctly for the return trip after servicing.

At that point, it is their responsibility to ensure it is packed correctly.

I have been appalled the way some manufacturers (and resellers) pack things.

Dell is a particularly bad offender. Try buying a portable hard drive from them and see how they package them.

 

I agree with you. This is inexcusable.

 

Lets keep it simple .... No one, of the two sides, did their duty .. I call this 0-0 .

I call inexcusable , to send it with the proper package , and to get it externally damaged.

This case stands easily in the court of law , if the paranoia of the people who called " Customer support " has no end .


Some brands demand original packaging in order to accept the product for service or RMA ... They force you to comply , so to minimize the danger ,
about shipping.

 

Just to clear up some confusion, this is what I did at my end when shipping it initially through UPS. I didn't use the original box that it came in as it stated on the instructions from Acer not to send the unit back in the original box that you purchased the netbook in, if you want to keep the original box because they couldn't guarantee return. It also stated that whatever box you sent it in would more than likely be returned with the netbook in it back to you and they advised bubble wrap. So I took the netbook over to UPS with specific instructions that it had to be bubble wrapped and the unit sitting tight in the box. I watched as they did this and then they sealed the box up. I had even picked the box up and shook it a bit, no movement from inside. According to the Acer repair centre that unit arrived just fine at their centre.

In return I got the unit back with the words Acer on the box, not the box I had sent the unit in. There was a bit of cardboard inside the box in which the unit was placed however the unit was sliding around in the box. There was no bubble wrap, no peanuts or even rolled up paper.

Just to add here are the instructions that I received the first time that I sent it back and for the second time (which I followed to a "T":

Shipping your product to a repair facility, this information is very important please read carefully.


PRODUCT SHIPPING INSTRUCTIONS

USE A TRACKABLE CARRIER ONLY, such as FedEx, DHL, UPS, Purolator; WE HIGHLY DISCOURAGE THE USE OF THE POSTAL SERVICE. Make
sure a copy of the Airbill is kept, as this is the only proof of shipment.

We recommend that you insure your package; any damage incurred in shipping will not be covered under the Standard
Manufacturer's Warranty. If your product is damaged in shipping, you will need to contact your carrier to file a claim.

We recommend shipping the product in packaging providing the product with a degree of protection equivalent to that of the
original packaging. Use 3 to 5 inches of bubble wrap to protect your product.

Use 3 inch wide plastic packing tape or 3 inch wide reinforced water-activated paper tape to seal the box.

Place the shipping label on the largest flat surface of the package and remove/cover all old labels if reusing packaging.
Then place your name, phone number, Service Request number and unit serial number in the upper left corner of the package.

DO NOT USE CARRIER MAIL PACKS, ENVELOPES, STYROFORM POPCORN OR PEANUTS; ALSO PLEASE DO NOT SHIP MULTIPLE PRODUCTS IN THE
SAME BOX!

PREPARING YOUR PRODUCT FOR SHIPMENT

If you would like to keep your original retail box, do not ship the product into service in this box. When the product is
returned it will be in a plain brown shipping box.

We will not be responsible for any options (CDs, manuals, monitor bases, AC Adapters, power cords, etc.) not returned from
the repair center. Therefore, do not include any options unless instructed to do so by Technical Support.

If sending in an LCD monitor, the base must be removed prior to shipping.

 

Just to clear up some confusion, I had the netbook packaged at UPS and had it insured when I sent it in for repair. I specificially told UPS that the netbook had to sit tight in the box and I wanted lots of bubblewrap. I watched as they did this. I even had UPS read the shipping instructions. On the instructions from Acer (which I followed to a "T"), it stated that if you wanted to hold onto the original box (retail purchase) then do not send it because your repaired unit will be send back in a brown box by them. When I was at UPS, I shook the box, no movement from inside.

Yesterday when FEDEX delivered my unit back, it was in a brown box just like Acer said they would ship it in. The box showed no damage. I could feel the unit inside moving around. I opened the box and Acer had only put in a piece of cardboard in which sat the unit and some little clear covering over the unit (almost like a shrinkwrap). There was no bubble wrap, no peanuts no rolled up newspaper, nothing.

Acer told me that my unit had arrived at their facility with no damage done. It was on the shipment back to me that it was damaged.

Here are the instructions that I received from Acer in shipping to them:

Shipping your product to a repair facility, this information is very important please read carefully.


PRODUCT SHIPPING INSTRUCTIONS

USE A TRACKABLE CARRIER ONLY, such as FedEx, DHL, UPS, Purolator; WE HIGHLY DISCOURAGE THE USE OF THE POSTAL SERVICE. Make
sure a copy of the Airbill is kept, as this is the only proof of shipment.

We recommend that you insure your package; any damage incurred in shipping will not be covered under the Standard
Manufacturer's Warranty. If your product is damaged in shipping, you will need to contact your carrier to file a claim.

We recommend shipping the product in packaging providing the product with a degree of protection equivalent to that of the
original packaging. Use 3 to 5 inches of bubble wrap to protect your product.

Use 3 inch wide plastic packing tape or 3 inch wide reinforced water-activated paper tape to seal the box.

Place the shipping label on the largest flat surface of the package and remove/cover all old labels if reusing packaging.
Then place your name, phone number, Service Request number and unit serial number in the upper left corner of the package.

DO NOT USE CARRIER MAIL PACKS, ENVELOPES, STYROFORM POPCORN OR PEANUTS; ALSO PLEASE DO NOT SHIP MULTIPLE PRODUCTS IN THE
SAME BOX!

PREPARING YOUR PRODUCT FOR SHIPMENT

If you would like to keep your original retail box, do not ship the product into service in this box. When the product is
returned it will be in a plain brown shipping box.

We will not be responsible for any options (CDs, manuals, monitor bases, AC Adapters, power cords, etc.) not returned from
the repair center. Therefore, do not include any options unless instructed to do so by Technical Support.

If sending in an LCD monitor, the base must be removed prior to shipping.

 

The responsibility was on Acer to return it to you in a secure manner. You, obviously, did what you were supposed to do.

I say, "Go after them."

 

I don't know where the OP lives, but, according to your profile, you live in Greece. What do you know about the "court of law" in the United States?

This is not a slam on you because you are Greek, because I am Greek too. I just find it really funny that you speak with such authority about the consumer laws in a country not your own.

I grew up in the United States of Greek parents but could no more tell you what the legal standards for consumer and seller liability are in Greece than I could tell you about those in Siberia.

On what do you base your insinuations of first-hand knowledge?

 

Thank you Built and sorry for the double post. When I took this back to FEDEX as instructed, once again I gave them instructions as to how it was to be packaged and watched the guy do it.

Acer Repair it appears wants to try and go after FEDEX just from the way he was talking. In my opinion I think Acer is to blame for this from the packaging but I didn't say anything.

He claims that after they receive my unit they will probably either replace the screen or send a replacement unit and that I should receive it in 7 to 10 days once they receive mine.

What a mess!

 

I agree, Idawmn. I am happy you are pursuing this, as I would.

Clearly, Acer has a responsibility to place it in a box which can withstand the rigors of shipment. Common sense dictates that fragile computer equipment not be packed in a way that permits movement within the package.

Best of luck and please keep us updated!

 

By having your profile blank of any personal information, I forced to speak in general.

As about Greece , we follow the rules of the European Union , simple as that.

And as last, if you were so specific , " From the start " , about what you did , and what they did,
our answers to your questions would be deferent .

As about authority , I would call it experience , about dealing with the current system of " customer support " , of many brands , plus ACER .

 

Built - I'm in Idaho.

I apologize for not being clear from the beginning. I have been known at times to not be more specific giving the facts from beginning to end - one of my weak points.

I will give an update.

Thanks again.

 

Ok , we all hope for the best.

 

Too bad that your "experience" only extends to "customer support," and that you try to pass off arguments based on your "experience" as actually being based on the legal system, when, in fact, it is ONLY your experience and NOT "law" that fuels your arguments.

Unfortunately, this is usually the case with self-proclaimed experts.

 

If you manage to become 40 years old too , you will gain the title of the self-proclaimed expert too .

 

But when one bases their "expert" status solely on age rather than any true measure of expertise, they are "experts" in name only.

 

Solving misunderstandings does not require hand tools or degree.

It needs to have a " wide view of life " .

If you need to find , why oranges tastes best when they are orange and not Green, ask them .

Any way we have go of topic , if you need info to define my expert status , check this site .. http://dhost.info/ax1/

 

THIS WILL BE OFF TOPIC ... Kiriakost, I am VERY IMPRESSED with your mastery and use of the English language in addition to your own GREEK. What other languages do you speak/use?

I also appreciate your passion (for lack of a better word) in your replies. I followed the link to your repairs of the AX-1 and I am now looking for more information on that particular motorcycle, I would love to find one here, to occupy my time, rebuilding to what yours looks like in the pictures.

Thank You for that post...

Regards to you,
TrekBear

 

But you tried to pass yourself off as a legal expert, and that is clearly not the case. You were called on it and now you are backpeddling.

Any technical expertise you MIGHT have has nothing to do with the legal system and issues of consumer law.

Unfortunately, despite your protests to the contrary, your alleged expertise does not extend to the US legal system, and you would be well served to admit that.

 

...in your own mind only.

Every Greek family has a theios who is a legend in his own mind...and in his mind only. I guess I know who holds that title in your family. If I didn't know better, I would suspect you were my theio Stavros from Glyfada who was guaranteed to clear a room at a party in a few minutes.

 

Ok guys enough is enough, you can continue this discussion via PMs if you want to, stop hijacking this thread!

 

OK. Will do, if necessary.

 

Well even if this Greek comedy looks fun , i agree that it must end here.

Further from the funny part ....
About Warranty policies , its laptop cames with their special one.

Its an obligation of the owner of it , to get informed about it.

The forum members , offer their personal , knowledge - opinion ,
as helping factor , and thats it.

Thank you.

 

Opinion passed off as fact is rarely based on fact.

To the OP...

Keep us posted on what happens. Acer clearly needs to make good. If they want to go after the shipping company, fine, but they need to do it on their own time and on their own dime. Let them argue whether they packed the item appropriately.

Best of luck.

 

Thank you built. I will definitely be back to post an update.