I thought you might be interested in my experiences with Acer's support in the UK. I have an Aspire 1694WLMi; its power socket failed under four months after purchase.
I phoned Acer, and the person I spoke to there was friendly, but informed me that they assumed I had broken it, and they would not replace this under warranty. This makes them entirely unaccountable for any faults involving the power socket - I believe that ordinary insertion and removal of the plug caused this, as the cable was not trailing anywhere someone could reasonably trip over it, and since the plug is very firm in the socket, this would probably have brought the laptop to a crashing doom on the floor.
Nevertheless. They took my details and informed me that someone would phone soon to collect £35 carriage and tell me how to arrange a courier. They did not phone that day, so I called back the next day - it turned out that my phone number was dramatically wrong, to a much greater degree than could reasonably be supposed if he had just misheard me. I corrected my phone number and they said they would contact me soon.
No-one contacted me, so I rang back the next day. This time someone went to speak to the manager, and came back to inform me that he promised someone would phone me the next day (I don't know why they couldn't manage the same day).
The next day, no-one phoned.. and they didn't the following day either. Considering I was paying for this service, I decided to go with TestLink instead, who duly picked up the laptop when requested. I've not heard their quote yet (they picked it up on Friday and said it would be looked at on Monday).
I'm rather glad it didn't end up going to Acer - if they couldn't motivate someone to collect money from me over a four day period, it did not at all bode well for the repair itself. The combination of their immediate assumption that I had damaged my machine and their total inability to handle the support call has made me seriously doubt that I will buy a machine from Acer again.
Perhaps support in the US is better, I don't know.. it certainly doesn't seem good here.
I phoned Acer, and the person I spoke to there was friendly, but informed me that they assumed I had broken it, and they would not replace this under warranty. This makes them entirely unaccountable for any faults involving the power socket - I believe that ordinary insertion and removal of the plug caused this, as the cable was not trailing anywhere someone could reasonably trip over it, and since the plug is very firm in the socket, this would probably have brought the laptop to a crashing doom on the floor.
Nevertheless. They took my details and informed me that someone would phone soon to collect £35 carriage and tell me how to arrange a courier. They did not phone that day, so I called back the next day - it turned out that my phone number was dramatically wrong, to a much greater degree than could reasonably be supposed if he had just misheard me. I corrected my phone number and they said they would contact me soon.
No-one contacted me, so I rang back the next day. This time someone went to speak to the manager, and came back to inform me that he promised someone would phone me the next day (I don't know why they couldn't manage the same day).
The next day, no-one phoned.. and they didn't the following day either. Considering I was paying for this service, I decided to go with TestLink instead, who duly picked up the laptop when requested. I've not heard their quote yet (they picked it up on Friday and said it would be looked at on Monday).
I'm rather glad it didn't end up going to Acer - if they couldn't motivate someone to collect money from me over a four day period, it did not at all bode well for the repair itself. The combination of their immediate assumption that I had damaged my machine and their total inability to handle the support call has made me seriously doubt that I will buy a machine from Acer again.
Perhaps support in the US is better, I don't know.. it certainly doesn't seem good here.
