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Acer support sucks! - Page 2

post #21 of 61
9/10/04 at 1:15pm
Thread Starter 
no, paid cash to an online shop
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post #22 of 61
9/10/04 at 1:22pm
I don't think there is much you can do about bad service. Just don't buy Acer again. I always stress good service in my purchase decisions. For example, my brother's HP has a maximum allowed repair time of 2 days and a 3-year world-wide warranty. HP service worked as promised (see the review in my signature) but wasn't perfect. However, it's lightyears ahead of Acer service.
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post #23 of 61
9/10/04 at 2:16pm
Not that this helps now, but I would NEVER pay with anything but a CC. 90day money back guarantee on most....
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post #24 of 61
9/10/04 at 6:39pm
Thread Starter 
I wanted this laptop because it has great specs for that price.

And i dont have a Credit card
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post #25 of 61
9/10/04 at 8:21pm
You are not demanding enough, give them hell. Demand the supervisors home phone. Report them to the BBB. As I said, the only way to get Acer to do it right is to beotch. Again, demand a new unit be sent overnight immediately and don't take any answer except, "we'll do".
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post #26 of 61
9/10/04 at 8:54pm
Thread Starter 
what's BBB? (I'm Belgian)

But how the hell can I demand a new unit? if I ask politely "is it possible to send me a new unit, delivered tomorrow", ofcourse they'll say no.... But I can't yell, can I?

(I have to wait till monday untill the helpdesk is open again btw)
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post #27 of 61
9/11/04 at 12:28am
Better Business Bureau, I think, not sure exactly what they do, but I think they're like a business watch-dog group.
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post #28 of 61
9/11/04 at 3:32am
Quote:
Originally Posted by Q-BiC
what's BBB? (I'm Belgian)

But how the hell can I demand a new unit? if I ask politely "is it possible to send me a new unit, delivered tomorrow", ofcourse they'll say no.... But I can't yell, can I?

(I have to wait till monday untill the helpdesk is open again btw)

Yup, you gotta yell and demand to talk to the supervisor immediately. If he's not there demand his home phone number. If the supervisor won't send you a new unit next day, demand his supervisor's number and keep going up. Eventually they will cave, but you gotta get pissed or Acer will screw you.
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post #29 of 61
9/11/04 at 6:33am
Quote:
Originally Posted by Q-BiC
I wanted this laptop because it has great specs for that price.
They can offer their computers at a low price, because they cut costs in the service. AFAIK, this is nothing new but it has been their policy over the years.

I think that there will always be problems with technology. Some are lucky not to encounter them, some are less lucky... and when you do, you need service.
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post #30 of 61
9/13/04 at 11:46am
Thread Starter 
UPDATE:

called 2 times today:

2.30 pm: laptop still isn't repaired, blablabla, he was gonna call to Germany to find out wat is going wrong. Would take about 1 to 1.5 hours.

4.30 pm: I called myself, because no one called me. The technician couldn't find the colleague that was gonna call me. The supervisor wasn't at his desk neither.
I did slap him around during my call, but he just refused to give me the phone number of the supervisor. His home phone number could nowhere be found, and if he did found it, he wasn't allowed to give it to me. I can't address the supervisor directly he said.
I told him I wanted a new laptop within 2 days, but ofcourse that was not his descision, but the supervisor's.
yaddayaddayadda .... At the end he said he was going to solve this for me and was going to call me back tomorrow.

The guy I talked to the first time said the parts (a new keyboard) were indeed delivered last Thursday and normally it would take only a couple of days before I would get my laptop back. He also noted that (and I filled him in) the laptop arrived at Acer on August 18th. "Wow", he said, "that's indeed weird" ...
The second guy told me that the parts haven't arrived yet!!

HOW THE HELL CAN I TALK TO THOSE SUPERVISORS FFS? I told him "you WILL give me his number, or the number of HIS supervisor, ANYTHING. Obviously YOU can reach him somehow, why the hell can't I". But he just refused ..............
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post #31 of 61
9/13/04 at 1:33pm
Ask for the CS reps name and ID number, tell him/her that you will be e-mailing the president of the company to say how horrible this particular person has been and how this particular sevice department has been terrible and failed to fix your lappy in a reasonable time. When it's their name on the line, something will get done. It's impossible that you can't talk to a supervisor directly. Tell them the next call will be from your lawyer.
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post #32 of 61
9/13/04 at 2:42pm
Thread Starter 
if he refused to give me contact data of the supervisor, he sure will refused to give those of the big boss. And I can't ask him: "give me the email of the president of Acer. I want to tell him how horrible you're service is. "
And they allready know - no, let me rephrase that, i allready told them I am ICT student. It's very unlikely that they will believe I have a lawyer...
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post #33 of 61
9/13/04 at 4:26pm

Acer isn't bad at all !!

At home, we already bought 3 Acer computers; 2 notebooks and one desktop. I've had one problem with my notebook ( travelmate 433 ) - i spilled some milk on the keyboard... - i sended it back to acer and 2 weeks later i had my notebook back, working perfectly. I am going to buy Acers beamer (PD521) which costs only 1400 € but a similar beamer from another brand is at least 2500 €... So, it's very good priced. I had to call to the call center because it is a new model and it's not yet available in the stores, they helped me instantly, with all the info i needed, even informing me the stores that are already selling this beamer.
So, i just think you have bad luck, Q-bic...
Not everyone is unhappy about Acer, in fact, i'm very happy with Acer. Very good price/quality !
greets, and lots of succes with your notebook...
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post #34 of 61
9/13/04 at 4:44pm
dang!
im about to buy an acer laptop and this sure has made me think twice.
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post #35 of 61
9/13/04 at 4:54pm
Thread Starter 
Quote:
Originally Posted by Timternet
So, i just think you have bad luck, Q-bic...
No this is more than bad luck:
They delivered me a broken laptop twice in a row, and right after I bought him. They kept me waiting for almost 2 months. they continuously said "he will be repaired next week". They do not know about each other. They contradict each other. They did not call back when they said they would. They refused to pass me through to their supervisors. No, this is more than just bad luck, this is a huge lack of responsibility and professionalism.
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post #36 of 61
9/13/04 at 5:18pm
The fact that something bad happens twice is bad luck Q-Bic, if it was OK after the first time, you wouldn't have been so unhappy. They can't help it that the second keyboard was broken.
Btw, all big compagnies have problems communicating between their departments and countries. That's not only Acer...
But don't understand it wrong: i also think it's very annoying and you should certainly try to get something in return for this inconvenience...
greetz
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post #37 of 61
9/13/04 at 5:29pm
Thread Starter 
Quote:
Originally Posted by Timternet
They can't help it that the second keyboard was broken.
It's there fault. I got my laptop back with a broken keyboard, so YEAH they can help it! It's indeed partially bad luck that they delivered a bad laptop twice, but also partially because of their poor service. A broken laptop should have never left the Acer buildings.
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post #38 of 61
9/13/04 at 5:39pm
hmmm .. i'm about to buy my second laptop and this thread is scaring my .. the place where i buy my first laptop is already a PITA .... i wish i had gone with pctorque ...
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post #39 of 61
9/14/04 at 12:09pm
Thread Starter 
UPDATE:

Today, September 14th:

no one called. I called myself around 4pm. I was told I had to wait till after 5 pm, then they would call because during the day, they don't have time to call themselves. He would remind his colleague to call today.

5.15pm: got email from the guy I talked to yesterday:
"At this moment, I do not have more information about the ordered parts for your device" :@ AGAIN I have to wait till tomorrow to give it another try to get something done from these guys. I took them 2 weeks to figure out they had to order a knew keyboard (one that they messed up themselves in the first place). Now it is taking almost 2 weeks for the keyboard to be delivered... That's impossible
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post #40 of 61
9/15/04 at 10:41am
Thread Starter 
UPDATE:

September 14th 5.30pm
I replyed to the email with the following message (I'll try and translate as best as I can)
Quote:
I can hardly believe it took 2 weeks for your technicians to see that they had to order a new keyboard (a keyboard they messed up themselves in the first place), and that it is taking 2 weeks now for the new keyboard to arrive... It allready took 2 weeks to replace the LCD panel and the mainboard because they showed failures when I first booted the laptop. A broken laptop should have never left the Acer factory.

I was told several times that my laptop should be repaired within a couple of days and eventually I was told that the keyboard should arrive on September 9th. That wasn't true as well.

It's scandalous that I have to wait for 2 months because of production errors and errors made by technicians. I will call again and demand to speak to a supervisor tomorrow. At the end of the week, there will be a laptop in front of my door. Does the matter continue to drag on longer, then I will be forced to file a complaint.
September 15th 2.45pm
Called again, keyboard still hasn't arrived. I asked to speak the supervisor. "We don't have a supervisor". i say wtf? "yeah we have some sort of teamleader, but he works in the netherlands and if it gets to busy there, calls are redirected to me, in germany". I told him about the email i sent to his colleague, but it was impossible to connect me with him.
He gave me, without asking for it, the email address where i could file a complaint. I told him that if I didn't get my, or a new laptop on Friday, i would be forced to submit the complaint. The only thing he said: "that's your fullest right"...

So, I wasted a day waiting for an email yesterday, and I didn't get any further today as well.....

Ow yes: with "complaint", i didn't mean emailing the complaint to that emailaddress he gave me, but starting the procedure by sending Acer a registered letter.
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