So, what is Acer's International Traveler's Warranty for, anyway?

Hi everyone.

My LCD Screen got busted a few weeks ago, and since it was bought in Singapore and I'm in the Philippines, I had to wait for my dad (purchaser) to go back here and claim the ITW with me. Considering the distance from our residence to the main Acer Service Center, we decided to go there just this noon. Here's the scenario:

We had the unit checked by the service rep. He checked the receipt and indicated that the machine will be under the ITW since it was bought outside the country. He then began removing the harddrives, RAM modules and battery and had the barcodes taken for inventory. Afterwards, we were transferred to the desk assistant that would make us sign the service inquiry papers needed for the job--she then asked for the receipt and again, reiterated the thing about the ITW. She asked if we were informed about the guidelines of the ITW. When my dad showed the necessary documents, in this case his passport, residence card, and original receipt, the teller began saying that the machine will not be covered in the ITW. Why, we asked. She went on saying that the ITW states that the customer has to be a "bona fide" traveler to avail of the ITW. So we asked what the problem was with it. She says, their "team leader" said that the ITW wouldn't cover the laptop because we supplied invalid documents.

Then my dad got pissed, and we never want to get him pissed.

He demanded for the "team leader" to show up. (Actually I was itching to ask for the team leader myself, but of course we had to give them the impression that the laptop is for my dad's use) When we talked to the team leader, my dad asked for a justification why he can't be considered a traveler, since he's just staying for weeks at a time here in the country, and is a permanent resident at Singapore. Well, the oh-so-bright team leader snapped: "Because you have a Philippine Passport". How. Bright. Is. That.

That seemed to snap a vein in my eye. I delved [again, as I have loads of times prior to this] into the ITW booklet that came with the unit, and I quoted a line straight from the friggin' booklet to the team leader:

So, after that, either the team leader is impressively stubborn or she didn't understand the english perfectly, she still insisted the machine would not be covered since my dad has a PHILIPPINE PASSPORT.

So, what is the Acer ITW for, really?!

Aggravated, my dad just up and nearly yelled at the team leader (thank heavens he did not, or the leader would have up and given birth then and there, she was pregnant lol) and demanded they release the notebook, and that he would just bring the notebook back to Singapore and demand a refund since it was, for him, a breach of contract at Acer's side. (He persistently asked the place where he bought this from and was given an answer that the ITW would cover the machine even if it were brought back to his country of origin, w/c is the Philippines) He asked for documents telling why the warranty claim was rejected, and insanely dumb enough, the team leader even more reinforced our case in saying that the ONLY invalid document passed was the passport my dad showed them. Pretty dumb pointless, I'd say.

Now don't get me wrong, this isn't a hate thread. I mean, I love Acer especially because this was the first notebook that gave me a [rather positive] taste of dedicated graphics and stuff [shallow, huh]. I'm just pissed why they won't cover the warranty.

So a recap: Acer Phils wouldn't accept the warranty claim because the laptop that was bought in Singapore by an OFW staying there but is a natural Filipino citizen was brought and the warranty claimed at his country of origin. Isn't that a pointless little thing to fuss about? I don't know, it could be Acer themselves, or it could just be because it's Philippines. [Services in our country have the habit of being very...frustrating, so to speak]

And by a long shot, I'd like to ask your opinions about Acer allowing the unit to be refunded because of the incident. Wow. This is a hassle.

 

Make a big enough stink, and they'll concede the point.
If Acer Singapore gives you a hassle, it's time to lawyer up.
You've got all of the evidence you need.

 

Acer service in some areas of the world sucks. I sit here in South Africa.....and Acer rocks.

This part of the world is Acer territory.

Why doesn't Acer not get their act together everywhere else???

Are Acer (Global) stupid or have they not yet realised customer satisfaction is the Number 1 priority. As in service backup and support.

Acer Africa rocks. Solid backup and solid advise. And the same products are sold Worldwide.

Acer is the recommended brand by computer retailers here. For good reason. FFS. And that is not Frames Per Second..

 

just a thought.

if the screen is busted, the ITW wouldn't cover it anyways. A busted LCD is not covered under the ITW or even the normal warranty.

 

TeeJay does bring up a good point - it seems at times that Acer's customer support isn't quite up to par for the #2 manufacturer in the industry, and it's incredibly spotty from region to region.

 

Agreed. My area is dominated by Acer Company as well.
Dell and HP/Compaq would be after Acer in my country(Malaysia).
The Service Support is not GODLY but is standard I guess.
The official website for these support service stuffs is called Highpoint(Malaysia), their website is freaking crazy idiotic slow same goes to Acer Malaysia website. Sometime, can be server down too. Too many people access? I am not sure. I hope they could give faster website access.

 

No, it's covered. Digging into their warranty terms, they'll replace the LCD if it has more than 500 (I think) dead pixels OR if it faulted easily under normal use. Mine did. This was just about 6 months old and this happened, didn't even drop it or whatever.

Well, that's what seemingly convinced (for a little bit, anyway) the people at Acer Philippines. When we were about to leave yesterday and after my dad sarcastically thanked the team leader in front of the queued customers there, she said she'd call us back after they ask their admins about the case.

Anyway that's what he plans to do at Singapore as well. But I'm a bit skeptical if Acer Singapore would give him a refund, I'm guessing the best thing they could do is really just repair the laptop or replace it altogether, but refund? Meh.