My troubles started just 3 months after receiving my notebook. What I have are green and blue wavy lines on my screen and tapping the notebook makes them come and go-indicating something obviously loose inside. I thought maybe it was the video card.
Being that I travel 3 1/2 weeks out of each month and this is my lifeline, it was very difficult to send this in for the "7-10" working days so I used a work week and a vacation week to send laptop to Texas for repair. I received an e-mail that they recieved the product with a full 10 working days to fix it.
I was dissapointed upon my return to not have my laptop waiting, nor did I receive an e-mail that it was fixed and coming soon.
So I called Acer and after being on hold 10-15- minutes (this is the case whether you have a working repair ticket or not). I was told the laptop needed a new motherboard, but the MB's for this model were currently "backordered" with no idea when they would arrive at Acer. After another week of waiting with no response at all, I called and told them that due to me liking my job and wanting to keep it-I needed a laptop by the end of the week-mine repaired or a new one I didn't care.
I was told that the only way I could have any laptop at this time was to take back my unrepaired one, which I had no choice but to do. I can function with e-mail etc but honestly I paid $1800.00 for it plus bought extended warranty of 3 years.
Here is where I am at now-I asked them if they could simply call me when the part comes in-but they said they have no way of doing this and I must call every week or so to see-and when it comes in I still need to allow 7-10 working days to get it back.
My frustration is they will not replace it, and for some reason they can't think logically why it is impossible for me to let it sit on their shelf waiting for a part for an indefinite period of time! They even closed the ticket after I was sent back my unrepaired product and I had to re-open it!
The web site support is non existent, and the phone support always starts with the same poor bastards who are the gatekeepers. I have been put on hold more times than I can count while the tech goes to talk to a "supervisor" who will NEVER come to the phone-believe me.
Honestly the features are great but the video/MB problem is only getting worse and the what good are features if the machine is slowly breaking on me?
There is not even an e-mail address on the website to write to them. I feel so stupid for not buying an IBM like I did for my daughter-who has actually had hers repaired (peripherals) twice-repair guy came to HER at her house in Californis once and Paris the second time!
All I can say is enjoy your working laptops from Acer, and pray you do not have a problem with a part, or need any kind of feedback from Customer Service or Tech support from Acer. If it involves ANYTHING beyond a simple fix-you are in trouble.
Being that I travel 3 1/2 weeks out of each month and this is my lifeline, it was very difficult to send this in for the "7-10" working days so I used a work week and a vacation week to send laptop to Texas for repair. I received an e-mail that they recieved the product with a full 10 working days to fix it.
I was dissapointed upon my return to not have my laptop waiting, nor did I receive an e-mail that it was fixed and coming soon.
So I called Acer and after being on hold 10-15- minutes (this is the case whether you have a working repair ticket or not). I was told the laptop needed a new motherboard, but the MB's for this model were currently "backordered" with no idea when they would arrive at Acer. After another week of waiting with no response at all, I called and told them that due to me liking my job and wanting to keep it-I needed a laptop by the end of the week-mine repaired or a new one I didn't care.
I was told that the only way I could have any laptop at this time was to take back my unrepaired one, which I had no choice but to do. I can function with e-mail etc but honestly I paid $1800.00 for it plus bought extended warranty of 3 years.
Here is where I am at now-I asked them if they could simply call me when the part comes in-but they said they have no way of doing this and I must call every week or so to see-and when it comes in I still need to allow 7-10 working days to get it back.
My frustration is they will not replace it, and for some reason they can't think logically why it is impossible for me to let it sit on their shelf waiting for a part for an indefinite period of time! They even closed the ticket after I was sent back my unrepaired product and I had to re-open it!
The web site support is non existent, and the phone support always starts with the same poor bastards who are the gatekeepers. I have been put on hold more times than I can count while the tech goes to talk to a "supervisor" who will NEVER come to the phone-believe me.
Honestly the features are great but the video/MB problem is only getting worse and the what good are features if the machine is slowly breaking on me?
There is not even an e-mail address on the website to write to them. I feel so stupid for not buying an IBM like I did for my daughter-who has actually had hers repaired (peripherals) twice-repair guy came to HER at her house in Californis once and Paris the second time!
All I can say is enjoy your working laptops from Acer, and pray you do not have a problem with a part, or need any kind of feedback from Customer Service or Tech support from Acer. If it involves ANYTHING beyond a simple fix-you are in trouble.
. I was pritty steamed but things worked out well, I got the replacement last week (0306) and everything is great so far, I'm not having any of the problems people are mentioning and I have been running some pritty intense 3d editing programs without a hitch 
