how's acer's tech support

I am seriously thinking about the following:

Acer 8104 - it's loaded, but a little bit heavy. I can't seem to get a read on their US tech support. There's no phone numbers, and if they don't respond to your emails quickly, you could be stuck.

-or-

Asus V6 - These look good, but seem to be in short supply or the company changes their mind at the last minute and pulls the shipment. Also, if you add any component, they void the warranty, so you have to keep the old parts on hand all the time.

I have a Dell C400, which although old technology, has worked pretty well. When I've had a hardware problem, I call them and someone comes out to replace the part within 2 days. The horror stories I've heard are not my experience. Maybe it's because I bought it through Small Business. On the other hand, maybe I've needed 3 motherboards, 3 keyboards, and 2 hard drives because their parts quality is a little low.

I guess the big question is what's your experience with Acer tech support and hardware repair ?

Thanks

 

acer have very poor tech support. i have to wait almost 1 month to replace DVDRW and everytime i call them, they always came with new reason to be late. i just need 1 day for Twinhead to change LCD and motherboard for model Twinhead 121i.

btw im from Malaysia.

 

I believe tech support level varies from country to country and this applies to other brands too.

I'm very pleased with the tech support in my country. BTW, I'm from S'pore

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We just had a reoccurance of a cracked Hinge on an Aspire ( bought April 04),
Had the same support level, ( crap!), sent back under warranty and the nightmare started.. every excuse under the sun for it not being returned, some used many times, after a 14 days repair promise, took 2 months to return, never came back in the original packing, ( it was insisted we sent it in this). and now 5 months after the repair, its cracked again and worse!!.

This is ACER UK .... AVOID !!!!!

 

Any Canadians have experience with ACER tech support and repair?

 

Just talked with tech support about not being able to register my notebook. Turns out it just needed to be added to the system. The guy I talked with was very easy to deal with and was going out of his way to answer all my question. Including some Linux ones and issue about the specs of my notebook not matching up with the web sites specs.

Things I hate about calling support lines:

1. Deep or thick accent, Indian/Pakistani are the worst followed by texans.
2. Rushing you off the phone.
3. Long waits when calling long distance, Tyan computers must be the worst for this, good thing I've only had to call them once in my life.
4. Incompetence or attitude (when they think they know more then you.)
5. Depressed support techs, I'm already depressed enough having to call them, why the funk do I want to hear a depressed person on the other side of the phone.

Anyhow

 

You should contact your Consumer ombudsman immediately if the repair service seems to be too slow. 1 month is definetly too much, they should be repaired during one week or at most in 2 weeks. You shouldn't care about "the thing" or "reasons" why your computer haven't been repaired yet - because it's not your problem, it's their problem to get their repair-service to work.

I think it depends also how good laws you have for consumers. Our Consumer ombudsman -office is quite strict about these issues. Mobile phones, including computer etc. should be repaired without any unnecessary delay. For example, if the delay is long when you bring your mobile phone to the repair service, they should give you a another mobile phone for that time.

Unfortunately, companies do what they want to do and if people don't complain regularly, you can only accept the situation. If the delay is too long, you should write a complaint and leave a claim for amends to the comppany.

I don't have any own experience about our repair-service - and I hope that I don't need to contact them either - but I have heard good and bad about the repair-service. The worst cases are that two or three different people got the same answer when they carried they laptops to the repair-service. They didn't fix those laptops at first because repair-service said the same answer for each of those consumers "Laptop has been wet and it doesn't belont to the after-sales service". (Im not sure, did they fix them finally after long exhange of letters from those consumers.) Of course those laptops haven't been wet (at least by its owner).

 

Oh, god I hate acer support. They are so rude, and when you ask them any questions, they just don't know. Dell support is still the best so far. They did go down from a couple years ago, but replacing my 9100 HD was fast and easy, while replacing my acer 3200 HD is taking forever.

=======================================
One man's terrorist is another man's freedom fighter.
My advice is based on personal experience. Effectiveness will vary.

 

Acer Tec Support is HORRIBLE >______________________________<

My laptop's wireless been reduce to a range of 5 cm and even within 5cm distance, it will go on and off every 30 seconds. So it's time for Acer service...

Then here come the nightmare... long nightmare...

I waited patentially for 10 working days... then start asking what happens... "waiting for part" is their answer.

so 3 weeks later, call again... "waiting for part"

4 weeks later, call again... "waiting for part"

Then ask them is there any due date or deadline for their service. Answer: "No. there is nothing we can do if we are waiting for part and waiting for part has no deadline. But if you want your laptop back unfix, we can send it back to you now."

5 weeks later, call again... "Part arrived 2 days ago but we still have to test your laptop and make sure the parts work. You can have your laptop back but we wouldn't guarantee it to work" So there I am silenced again...

6 weeks later... the laptop arrived. Guess what, not only the wireless now completely not working (Network connection->Wireless Network Connection->View available network-> then whole UI been greyed out except the [Cancel Button]") And also now my LAN is not working as well after their magical 'fix' (I have another 2 working desktops connected to the same router while this Acer's do a "Sent 0 Received 0" on my same router).

So ... time for Acer service again... and here they go: "Yes we tested the laptop and it worked" "If I send this laptop back to Acer again and Acer take another 5 weeks and claim they fix it and send me back a laptop that still can't be plugged with a live ethernet cable and go online, what can I do?" "send it back to us again" is their answer.

Then I ask "Can you please give me some contact to complain department" "I can only give you the address" "There is no telephone line at all in the whole complain department or there is no email system that can reach there?" "No"... @___@

Anyway... I am so disturbed and still waiting for what will happen to my laptop but this is the first and last time I will ever buy anything from Acer and will recommend anyone I met not to do so because of their customer service. Their product is ok for the price but their service is just HORRIBLE.

Good luck for all other Acer customers.

 

alfredman are you in north amercia?

 

I am in the same boat, looking for a notebook. In looking at reviews I am also interested in what kind of service they provide. I was considering an Acer as well, but as you all have said it sucks. Here is a list from best to worst as far as service, and remember none of them are awful. As you can see Acer didn't even make the list.

Apple
IBM
Toshiba
Dell
Fujitsu
Gateway
Sony
HP/Compaq

You may also find this article interesting as it rates computer companies on all kinds of things. This might help you make a decision.

http://www.pcmag.com/article2/0,1759,1623585,00.asp

Cheers, Macgurrl

 

OK, now a good word for N.A. USA Acer users. A co-worker had bought a new TM 5404 for her dad. He loves that laptop! Three weeks into ownership the "S" key pops off and can't be re-mounted. He calls Acer support, they issued an RMA number, he packs it up and ships it off. A week later he gets it returned with a new key board installed! No issues, just good service.

 

Uh oh, im worried now....I just ordered myself a Acer Travelmate 4150. I live in the USA. Hope support is better here. I would just need support to replace a part, other than that I know computers in and out.

 

It really seems that the support is very region based because when I connected Acer support here in Finland they were very polite and provided me with a quick fix for my problem and it worked very well. So atleast in this region the support is very good but I can't speak for any other areas.