Acer Warranty/Service Experience?

Ok, I really like the acer 3002 intel centrino laptop, and just about the only thing stopping me from buying it is concern about acers warranty. I was planning on buying from buy.com then upgrading the base warranty to 3 years through acers sight.

So my question is, what are your experiences with acer support? And where are some addtional resources I can check to see?

I greatly appreciate it in advanced

 

I emailed acer support three months ago and they didn't get back to me

 

I dont know about UK support, but US support is pretty good. You can email, call the reseller, or call direct to Acer. You'll get support with no problems.

 

Someone mentioned before - if you buy an extended warrenty you still have to 'register' to activate it.

Not sure how you would register , but it is likley in the fine print in some documentation.

I have had no hardware issues (a good thing) - did Email Acer support once on an external monitor connection issue I was having (dvi) - they got back to me in a couple of days - so for me that is acceptable

 

My experience with Acer Support (UK) has been so bad, I am contacting Trading Standards! My Aspire 1672 'died' at the end of January. Acer support insists on sending out a replacement ac adaptor before they will even consider taking my computer in for repair - the only snag being they don't have one in stock and will not have one until 'April' (no date). I'm 99% certain the adaptor isn't the problem - the light on the adaptor comes on, and anyway why didn't the battery, which should have been fully charged, kick in? Support are not interested in that logic. Oh, and they didn't reply to my email for two weeks, I ended up spending lots of time on the phone.

Two days turnaround? Oh, but wait - that's after the computer makes it to the repair centre. If they refuse to take it in on a pretext, what redress do you have?

 

Hey Everyone

Acer Product is great when it works, when it does not then this is where the problems can start.

Acer Support UK see the following for a similar thread I have started. link: http://forum.notebookreview.com/showthread.php?t=186005

For Acer Support US see: www.avoidacer.com.


Product
I bought the new travel mate 8215 top line model with blue ray which retails for £1,500. Extended 3 year cover the works. The unit was plaged with problems:

Hard Drive replaced two seperate occasions as it died.
Optical Drive replaced two seperate occasions for varrious problems
System recovery performed twice with different fatal error messages.

All of this within 3.5 months, still Acer UK advised they would continue to repair the machine and not replace even though they had repeatedly failed to repair the unit.

Service

My emails were ignored repeatedly, evasive customer services, call backs when specified not home. A different answer from each adviser. In a word stress.

Taking matters into my own hands

I started email the chap responsible for Acer UK in Milan, then Acer's President of Europe on the Friday. On Monday I had the customer escaltions deputy manager calling and emailing their appologies with their determination to resolve my complaint. Replacement approved on the 24th of October.


How is your replacement?

Happy days, not really. A different model sent without even a call or email., a different model unexceptable and returned. Back to the Customer Escaltions team, appartently their role is to exceed the expectations of the customer. Not difficult as all expectations have long been shattered. Could my hope of a resolution be slipping from my grasp?

Not Customer Escaltions Again!?

I Spent 25 minutes arguing with a confrontational individual from customer escaltions who advised he was my new contact and that this model was my replacement, quoting the law while all the time ignoring the needs of the customer, disregarding any points that have already been resloved and agreements made .What happened to the Deputy Manager who wanted to personal oversea my complaint?

I hung up, called back and spoke to a human (not the deputy manager who listened and acknowledge an extreemly frustrated customer. They agreed to provide a travelmate 8215 with a different o/s and no blueray drive. Thank goodness. I advised that I am leaving Europe to return to Asia on the 24th of the month and I needed this painfull experience resolved before then.


Sorted yet?!

Email received 7th of November to advise I will receive my replacement in 10 - 15 working days. That would be 3 weeks for a unit in stock to be delivered to myself.

Nearly sorted?

I emailed Acer Milan again and Customer escalations and asked them if the replacement was being sent from the moon? If not to pull there finger out and get my replaced to me asap.

I asked them if they had any comments to make regarding the service and suppport that I could upload onto my new Acer Experience website. Wow what a surprise. Email received to advise the unit has been dispatched and will be with myself within 48 hours.

Appologies for the long read

Sorry about the long post but there is no short way of saying I pray that nothing goes wrong and that you do not have to have an Acer Experience like I am.

Why hit your head on a wall?

I will continue to be an Acer customer, not choosing a refund. Why you might ask? Beacuse I did not go through 4 months of suffering to get my money back. Acer are going to work for my hard earned business. Acer has cetrain responsibilities to their customers, I plan on making sure that they fufill those responsibilities. That the expectations of the unlucky customers are met, those who experience persistant technical problems receive the service expected from a Muliti National Company such as Acer.

Power to the people

Paul

 

Hmmm...Looks like UK Acer support is too bad..

I saw threads about blaming UK acer support ,but in Asia & US it's not bad & I'm happy with their support

 

Hi Bigspin

I live in Thai Land where I teach, I wish I bought my Acer there. I came back to the UK to visit family and friends and buy my Acer. I thought that it would be better from the UK. The support in my case was not. :-(

 

Are you a teacher?

Anyway in sri lanka they gave me an excellent service when i messed up my HDD by deleting recovery partition

 

This teacher received an education on this Acer roller coaster. Only came back to buy eletronic equipment in the UK as I thought it would be reliable. I have learnt a hard lesson. Plus it is only 11oc in the UK and I am freezing having to wait here for Acer to pull their finger out.

 

I have same kind of experience with DELL about crappy monitors
BTW are you working @ British council?

 

Acer support is responsible to their customers when products fail. Products do fail, I don't believe that every item produced will be perfect, faultless. When Acer product fails and Acer support fails to resolve the situation who else is responsible if not Acer?

This is not about blaming an innocent. The purpose is to raise awarness of what has happened to myself and can potentially happen to other paying customers when a change is not made by Acer.

Blame does not satisfying. It does not make me happy to know I can have a working because I had to fight with Acer since the end of June for this. I am the type of person who will not be bullied, not everyone is. Alot of posts I have read people have given up, feeling hopless and lost against a mulitnational who sadly is not respecting all of their customers.

I am fearing the next time I have to rely on the suport of Acer, I pray o Buddha that the replacement works. I do not want to have this feeling and the only way forward to instigate change. Make Acer CEO aware that the support is not to the high standard of the product, that expectations are not being met.

More staff, more training, more resolutions = more happy customers and so less complaints. Less complaints = more happy staff = more happy customers.


peace and power to the people

Paul

 

If you are in Australia, Acer now have a one year pick up and drop off service as standard on all their laptops. I suppose this is convienent.

 

One year pick up and drop off. This is standard, even in India. I paid for the three years full package. Playing tennis with your laptop with the technical support for free is great. It would be even better if they fixed the problem.

 

1 year pickup!!! acer makes Canadians pay for there shipping unless they have the 3 years total protection thing.

pporter, your story is almost the same as mine, I am supposed to get a replacement next week. they offered to refund you? lucky.

acer support is horrid.. never seen worse.

 

I have...it's called Lenovo. My experiences with Acer support were infinitely better than with them.

 

Shipping to them or both ways? And where do you ship to?

 

--------------------------------------------------------------------------------

Hi Everyone

The page is under construction:

www.acerexperiences.com

I have access to and will be compiling date for the sight. All enquireies via:

[email protected]

Power to the people

Acer Experience's

 

Mississauga Ontario (4 hour hour plane ride), yah thats the closed repair center. with the 3 year thing it covers both ways.