Acer Repair LOOK OUT

I'm a reseller...value added, meaning I take care of customers issues on products they purchase from me. Have an ACER TM2050 purchased in August that has now been in for repair for the THIRD time. Thats 3 times in the 3 months since purchase. Problem presented as painfully poor performance, and the EVENT Log (my best friend) showed disk and ATAPI errors. First time in they replaced the Hard Drive. Second time, end of OCT., I reported same problems, same errors, and requested that both the mainboard and HD be replaced. The documentation that came back indicated in Repair comments that mainbd and HD was replaced. What I didn't notice was that there was NOTHING listed in the PartNum Description section. The system failed AGAIN with in 8 days. My next conversation with tech support did not go well, as he could only offer another repair when I demanded a replacement. I called my Acer Distribution Rep, and he gave me the Customer Satisfaction number...BTW that number is 1-800-845-2237. I spoke with a rep that took my info and had someone (2nd level tech?) call me back. He was obviously trained in "handling" customers. He insisted the problem was drivers or software, and it took me over an hour to make him understand that ATAPI errors were not related to software. To make a long and painful story mercifully shorter...we just received this system back, and guess what? THIS TIME they actually replaced the mainboard - at least there is a complete description of the mainboard listed in the Part num/description section of the docs. Sooooooo....They lie. That's what you need to know about ACER...They don't care about your satisfaction, they have no desire to fix difficult problems UNLESS you SCREAM your head off...and under no circumstance will you ever get a replacement.

 

WOW, Acer Repair has been excellent for me!!!

But that was 2yrs ago with my former Acer laptop.

I guess their customer service has gone to hell recently, since I been hearing nothing but bad stories about them.

 

Come on guys! Your making this very hard for me...

I'm not even gonna put " lol " or nothing because I am getting ticked off with all this stuff...

Laptop buying is a pain in the ass! and I'm pissed!

If its not this, its that, if its not that its this... why can't something just be right... jesus...

So now Acer is begining to sound worse then dell... so thats almost like saying don't go for either.

 

every company has its problematic employes.

 

I felt your Pain!!!! LOL


I felt it mostly when I was choosing the right smartphone to buy. Thank god I made the right decision.

Don't get Swayed by one review.

I had two Acers Laptops, and Both have Satisfied me.

 

They replaced my HDD, motherboard, and CPU with 2 day turnaround, and all has been good.

 

my entire chassie was replaced including shipping in a week. there support very nice to me. and the uupgrade my bios for me two 1 repair fom acer and i am giong to get another one.

i need to change my signature... i alread inquired and waiting for goverment fund aproval(long story)

Buy Acer Buy Acer Buy Acer. one negitive 5 positive Buy Acer!!!! lol all companies have there problems...

 

Me again - Hi all...just a quick update. Monday we turned the unit on to do our checkout on the unit I first described, only to find that the Wireless switch on the front cover is now defective, and the wireless no longer works. It appears the switch was broken during the replacement of the mainboard. ARRGGGGHHH. In addition to that, the case is all scratched up where the catches to open the housing is. So the saga continues. I won't bore you with the details, but after many phone calls by both myself and the end user, we're still waiting for an equitable solution...this time NOT service.
My experience with Acer until now, having sold about 65 of there laptops, and having returned about 7 (some that we didn't sell!), has been impressive. If all goes well, and it isn't a difficult repair, their process is efficient and friendly...but when it doesn't go well, it goes incredibly badly. You would think being a reseller, we'd have some perks...NOPE. I contacted the Acer Sales Rep for the Dist. Channel again...he was reluctant to get involved and became hostile and belligerent when I gave the customer his contact info. If you can't take the heat....

 

had bad experiance with acer to still waiting for my money back

 

i like the fact that acer does not give resellers special privilages... they treat every one equal.

 

...which is bad considering Acer forces you go through the reseller for anything outside of support requests. If they treat resellers equally then why force the customer to go through a middle-man who isn't any more effective than the customer themselves? Acer needs to rethink it's customer support policies. The people at the repair faculty are also equally retarded (in the US at least, I don't know about other countries) until you get to the senior tech after you send in your laptop for the FOURTH time. I mean come on, spelling mistakes in the repair statement does NOT convey confidence in me.

Now, in terms of laptop quality, I would put them below other manufacturers. For a $2000 laptop, my TM8204WLMi doesn't exactly inspire structural integrity. But, for its powerful configuration and relatively light weight, I suppose it's an acceptable trade off.

 

And I think that says almost all of it.

I've also had that with almost every single seller of laptops, I guess the biggest "good" part of the prior laptops I've owned (Toshiba's) was that they have the Premier service providers, who are mostly local (if you are US at least) so I can always just go down and see them, and I have someone who I can turn up to and shout at if things go wrong, as opposed to ACER where it appears to be that you always have to send it in.