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Acer support sucks!

post #1 of 61
9/2/04 at 12:55pm
Thread Starter 
ok, here's a timeline:

July 28th: bought Acer 2012WLMi, +-1500€, noticed a dead pixel in the lower right hand corner, and the fan kept running on max speed all the time. I called Acer Technical Support. The laptop would be picked up after the weekend, on August 2nd.

August 2nd: DHL picked up laptop.

August 16th: DHL returned laptop. The RMA form said that the LCD panel and the mainbord had been replaced. /me o so happy.
..... Untill I pressed the backslash key (next to shift, with "><\" on it). Broke. I tried messing with keyboard and its settings, nothing helped.
I called Acer again, they would pick up the laptop tomorrow.

August 17th: DHL picked up laptop

August 23th: I called Acer for a status on my laptop. They said it was on the waiting list, and will be repaired on August 25th, so I would get him back home on August 27th.

August 26th: Called Acer 5 minutes before the helpdesk closed (4:55 pm). Listened to their stupid music and to their "be sure to run windows update" remarks. 5:05 pm, 5 minutes past closing time they cut me off and said the helpdesk was closed..... Nice... I guess they don't pay my phonebills....

August 27th: I called Acer for a status on my laptop. They said it was to busy in The Netherlands, so they had to send my laptop to Germany. The waiting list said he will be repaired on September 1st, so I would get him back home on September 3th.

September 2nd (today): I called Acer for a status on my laptop. They said they had to order a new keyboard. That keyboard should arrive next Thursday, September 9th. That means, untill it has been repaired and sent back to me, I should get him back home on September 13th. I started complaining and said that this is the second time in a row I had to return that laptop. The guy on the phone blamed me that I should have said that 2-3 weeks ago (on August 16th, when I requested RMA). Then they would have pushed my laptop forward on the waitinglist. Now it's too late, because they have to wait for the new keyboard anyway.... (on August 16th, I did say that I just got the laptop back, and that I didn't find it amusing to send him back again/allready)


CONCLUSION: On September 13th, I will have bought the laptop 7 weeks ago, and I will only have seen him for 5 days during that period!!!!
The laptop dropt a bit in price and my warranty has allready been used for 7 weeks. They delivered me a broken laptop, TWICE! And enjoyed my €1500...

My questions are:
1) Has anyone had a similar experience?
2) What can I "demand" as a compensation? I mean: I gave them €1500 with nothing in return, and my warranty will end next July, eventhough I will only begin using my laptop for real on September 13th (or later ...)
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post #2 of 61
9/2/04 at 1:00pm
Go with a different company. I never liked Acer to begin with. Reminds me of a low end EMachines.
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post #3 of 61
9/2/04 at 1:26pm
Acer is not bad actually. much better than emachines, imo.
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post #4 of 61
9/2/04 at 1:37pm
Thread Starter 
Quote:
Originally Posted by twopiece
Go with a different company. I never liked Acer to begin with. Reminds me of a low end EMachines.
how can i go for a different company now? I'm not gonna say "hey, keep my laptop, i'll spend another 1500€ on another company"
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post #5 of 61
9/2/04 at 3:55pm
It's quite widely known that Acer support isn't as good as that of IBM, Dell or HP. In fact, it's quite horrible. That's why I don't buy Acer anymore. I bought one once. If you look at the review in my sig, you see how HP handles support. In 2 days. Much better than Acer.
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post #6 of 61
9/2/04 at 4:00pm
Dell isn't any better. IBM definetely, HP maybe, but Dell blows for support.
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post #7 of 61
9/2/04 at 4:16pm
Individual or company support?
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post #8 of 61
9/2/04 at 5:13pm
Individual. I'm sure their support for corporations is far better, if not then Dell is headed the way Gateway should have gone a couple years ago. But seriously, a company like Dell can and does treat their corporate clients in a completely different way. Its all about money, not happy customers.

If your basing your analysis of Dell's support on past experiences, perhaps they were from 2+ years ago. I can vouch that Dell's support used to be great, but has since become a whole other story.
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post #9 of 61
9/2/04 at 6:10pm
Thread Starter 
that's all very nice, but i didn't ask how other company's support was. I'm stuck with Acer now so stay on topic plz
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post #10 of 61
9/2/04 at 6:51pm
You just have to be persistent and not take no for an answer and keep escalating the problem to a higher support level....
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post #11 of 61
9/2/04 at 7:24pm
Yes. I mean, bother them all the time, but don't blame them or something like that. Just be persistent, call them every hour (tell your pockets sorry for the phone) asking gently how is your notebook... asking them about the warranty... ask if you can get a free upgrade (or anything like an optic mouse, at least) for all this incovenient. Try to appear like you "understand completely that problems really happen, but, at least, you could get a recompense/gift fot it"
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post #12 of 61
9/2/04 at 7:30pm
Acer is notorious for having atrocious CS. .
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post #13 of 61
9/2/04 at 7:35pm
Thread Starter 
Quote:
Originally Posted by DDDa
Yes. I mean, bother them all the time, but don't blame them or something like that. Just be persistent, call them every hour (tell your pockets sorry for the phone) asking gently how is your notebook... asking them about the warranty... ask if you can get a free upgrade (or anything like an optic mouse, at least) for all this incovenient. Try to appear like you "understand completely that problems really happen, but, at least, you could get a recompense/gift fot it"
hmm, but i guess asking for a free upgrade to the Acer 3 years pick up & delivery warranty formula is a bit too much... Or not?
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post #14 of 61
9/2/04 at 7:36pm
Quote:
Originally Posted by Q-BiC
hmm, but i guess asking for a free upgrade to the Acer 3 years pick up & delivery warranty formula is a bit too much... Or not?
What could it hurt to try? The worse they'll do is say no.
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post #15 of 61
9/3/04 at 12:14am
Haha, not only is their CS terrible, they are cheap as hell.....good luck. Demand a new unit shipped next day.
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post #16 of 61
9/3/04 at 6:09am
Thread Starter 
Quote:
Originally Posted by Ferrari3200
Demand a new unit shipped next day.
damn, can i do that?
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post #17 of 61
9/3/04 at 8:42am
Why not? What's the worst that can happen? The keep your money and hang on to your lappy too long? They've already done that!
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post #18 of 61
9/3/04 at 10:35am
If you raise enough hell they will cave. Unfortunately it's the only way to get anywhere with Acer. Demand to talk to the supervisor immediately and when they say he/she is unavailable demand their home number. Also tell them you are losing a lot of money since your laptop is out of working order.
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post #19 of 61
9/10/04 at 11:15am
Thread Starter 
UPDATE:

September 6th: I called Acer, they were still waiting for the keyboard that should be delivered on September 9th. I did the entire story again, and asked that they would subscribe me to their Acer Advantage warranty of 3 years. The technician said he would report it to the supervisor, but he doubted he would agree: "3 months extention yes, but 3 years??"

September 10th: I checked my mail. No message from DHL that I missed a delivery. I called DHL, they couldn't find a shipment to my address, so my laptop was still at the Acer repair center.
I called Acer. I waited for 10 minutes, then I got disconnected, 3 times in a row! I got in eventually.
The technician said the supervisor did not agree to a 3 years warranty extention, but I would get 3 months.. The laptop itself then: he STILL wasn't repaired!! "I'll be right back, I'll check with someone", he said. After a couple of minutes, the guy came back. Ofcourse the person he was looking for could nowhere be found .... So he had to send an email to him.
I also askid him if it was possible to email me the shipment Air Waybill of DHL when they would send my laptop to me, so I could track the shipment. Response: "oww, that will be very difficult..." Then he said something about "it won't be an air waybill number, but some number of UPS" . He typed it on his computer and said "There, i've put it loud and clear on your RMA form". yeahyeah, all very nice, but you don't have my email address! "No, i should have it together with your name etc". No you don't, I never gave it to anyone ...

Then at the end of the conversation he also said he would escalate the case with the supervisor.

So here I am again, without laptop...

The laptop arrived there on August 18th ffs, does it really take a month to replace a key??? What to do? I'm sick and tired of waiting!
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post #20 of 61
9/10/04 at 1:03pm
Did you buy it with a credit card? If so they often have certain built in consumer protections. Acer really seems to be yanking you around so I wonder if you can actually take it up with your CC company since, technically, you haven't received what you purchased.
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