As difficult as it is to believe, the problems with Acer have gotten worse (see Tech Support Blues). When my Acer 8200 notebook computer came back from the repair depot with loose wires hanging from the motherboard stuck in the fan, I called tech support and was promised that this time my computer would receive expedited service and that the service manager would personally make sure the computer was working properly before it was shipped back. I shipped it off again (*sigh*), and a week later I had not heard a thing. I called tech support again and was told the computer would be fixed when in normal order; there was no record of expedited service. After considerable arguing, I finally convinced the telephone representative to contact the repair depot. He put me on hold, and when he came back, he was much friendlier. He said the computer was now to be given priority and that Acer would ship it back overnight. This time, Acer was as good as its word….. However
The computer arrived this morning as promised. I no sooner unpacked it than I noticed that the switch that turns the WiFi on and off was jammed hard right. It could not be budged, and WiFi was shut off. I checked the Bluetooth feature, and it did not work either. Both had worked fine when I first sent the computer in for repair.
I immediately got back on the telephone with tech support and asked if the repair depot checks the computers it fixes to make sure they work before they are shipped back to the customer. He told me that they do not; that’s the customer’s responsibility. The technician fixes the reported trouble (apparently without making sure that the problem is really fixed, and the computer is shipped back to the customer.
I asked if there was no ombudsman I could appeal to, and I was told there is not. I was not permitted to talk to anyone in charge. We made arrangements to ship the computer back once again. As soon as I got off the phone, I called Acer North American headquarters, and I discovered that there is indeed an ombudsman. I detailed my complaints about Acer technical service to a secretary, who promised that someone in authority would call me back within 24 hours. We’ll see what happens.
4 comments:
I SENT MY NOTEBOOK AWAY AND THE COMPUTER JUST HAD A BROKEN SCREEN IT CAME BACK WITH THE COMPUTER DEAD! AND CD ROM BROKEN SO I CANT USE IT PLUS THEY SENT IT TO LONDON AND I LIVE IN KENT WHEN I GOT MY LAPTOP BACK I HAD A PERSONS DETAILS IN MY COMPUTER WITH A ADDRESS. NEVER USE ACER REPAIR.
Acer jus really sucks- me and a couple of my co-workers bought this computer are we all have nothing but horrible things to say about it- and can anyone tell me how to fix the adapters- am i going to have to take it back to best buy and spend more money to have this problem fixed, even though i just got this computer 3 weeks ago
Sent my LCD monitor into Acer Repair in brand new condition because the touch activated buttons quit working, and they shipped it back with hundreds of scratches on it. I e-mailed them already and going to call them tomorrow. I may have to call the headquarters like you did. This is just ridiculous, you pay lots of money for a product and you get a used one back.
This is just ridiculous, you pay lots of money for a product and you get a used one back.
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