kcirtapp Tracker

Re: Acer S7 problems - awful customer service

kcirtapp — Fri, 01 Feb 2013 20:33:58 GMT

I want to update this post. I was able to get a hold of corporate customer service, and the whole customer service experience changed 180 degrees. I worked with Jennifer, and she was absolutely great, communicating and resolving the problem in a professional manner. They sent me a new replacement computer and I received it overnight today.

Re: Can't check case status on repair

kcirtapp — Mon, 28 Jan 2013 16:20:05 GMT

I am glad you got your computer back, one week seems reasonable to me including shipping time. Maybe I should have shipped it to the UK facility, it might have been faster... Mine has a motherboard problem as well.

Re: Can't check case status on repair

kcirtapp — Mon, 28 Jan 2013 04:25:18 GMT

I am in the US. They have only one repair facility for the whole country in Texas, and their spare part warehouse is at a different location, at least that's what the customer service rep told me. You seem to get a little better customer service than we in the US, at least they pay for the shipping. They do pay for the return shipping here in the US, ground, but they have upgraded me to overnight as ground would add another 4 days or so.

Re: Can't check case status on repair

kcirtapp — Mon, 28 Jan 2013 03:46:25 GMT

I know, I had to pay for shipping to the repair facility, understanding mine is a $1700, one month old computer. Opted for over night service so it would get there faster. After they received it the next morning, they did not even look at the computer for six days, and since then, two weeks now and counting, it is under repair. I talked to at least five people at Acer America so far during this ordeal, and no one really cared, some were at least nice, one was outright rude. Stay away from Acer until they get their customer service under control, I know this was my first and last Acer. I think they have major issues at their facility, including people not knowing how to repair their high-end computers.

Re: Can't check case status on repair

kcirtapp — Mon, 28 Jan 2013 03:38:56 GMT

Hi,

The status on the computer does not update while they are working on it, mine has been under repair for two weeks now with no ending date. Call the US number (254-298-4000), I was able to get little information from them, though not much. Their repair center is disfunctional with the part inventory at a different place than the repair center. Check out my other posts regarding awful customer service by Acer. I will never ever buy any Acer products again.

Patrick

Re: Poor customer service

kcirtapp — Sat, 26 Jan 2013 20:49:05 GMT

I can fully agree with you, customer service at Acer is non existant. My Acer Aspire S7 has been in repairs for three weeks (a broken motherboard on a one month, $1700 computer), and no one can tell me when I will receive the machine back.

If you buy an Acer, buy two to have one on stand-by, or even better, don't consider them and buy a different brand. This certainly has been my first and last Acer.

Re: Acer S7 problems - awful customer service

kcirtapp — Sat, 26 Jan 2013 20:43:37 GMT

So what did you do? Did you buy another computer? Are you going to sell this one once you get it back?

I don't really trust them that they can fix it and that I will have a troubled computer forever. Just feel kind of bad selling it to someone, it is like selling a lemon when selling your car, and the car company just ignores you though they know the car is a lemon. Here it is even worse, they don't even know how to fix it, maybe they should send them to the country where they made them.

Re: S7 391 13.3" RAM

kcirtapp — Sat, 26 Jan 2013 00:06:55 GMT

I have the one with 4GB Ram. I wanted to warn you that customer service is absolutely horrible, mine has been in repair for 3 weeks now because of a broken motherboard. No word when it will be done, no updates from Acer, the computer was only a month old. If there is a problem, call the US number directly, some there were helpful, some were outright rude. I would go with a different machine, though I agree it is beautiful, beauty is not everything, or have another one on stand-by.

Acer S7 problems - awful customer service - don't buy Acer

kcirtapp — Sat, 26 Jan 2013 00:02:36 GMT

The motherboard of my Acer S7 (i7, 256GB model) gave out after one month of ownership. I sent it in to Acer for repair, sending it overnight so that I could shorten the repair time. The computer was not looked at for six days after they received it, and now has been "under repair" for almost two weeks. They still can't tell me when I will get my computer back, they did tell me that they will ship it back to me over night instead of ground so that I get it a little faster. They told me they were waiting for the parts, as the repair center is not at the same place as the parts center - go figure...

Considering this is a $1700 machine, one would expect somewhat better customer service, like expedited service or actually sending me a new one after the repairs drag on more than a few days. (The Microsoft store told me that's what they would do if I bought it there). Customer service at Acer has not been very helpful, though some of them were nice, and others were downright rude in the US customer service center. As someone else wrote, it looks like they are just following a script and have no sense for customer service.

Anyway, anyone else had an experience like that? This is certainly my first and last Acer, it seems that one needs another computer on stand-by when having an Acer. I can whole hardingly recommend never to buy an Acer if you think customer service is at least somewhat important.

I loved the computer while it worked, but not sure what I should do with it once it comes back if customer service is that unresponsive. I will likely sell it, what a nightmare.

Any thought or input is appreciated.

Thanks,

Patrick

Acer S7 problems - awful customer service

kcirtapp — Fri, 25 Jan 2013 23:53:48 GMT

The motherboard of my Acer S7 (i7, 256GB model) gave out after one month of ownership. I sent it in to Acer for repair. The computer was not looked at for six days after they received it, and now has been "under repair" for almost two weeks. They still can't tell me when I will get my computer back, they did tell me that they will ship it back to me over night instead of ground so that I get it a little faster. They told me they were waiting for the parts, as the repair center is not at the same place as the parts center - go figure...

Considering this is a $1700 machine, one would expect somewhat better customer service, like expedited service or actually sending me a new one after the repairs drag on more than a few days. (The Microsoft store told me that's what they would do if I bought it there). Customer service at Acer has not been very helpful, though some of them were nice, and others were downright rude in the US customer service center. One guy in India lied to me when I asked him to transfer me to a US technician, telling me that they were no longer working, though I knew they were as it was 4pm Central and they work at least until 5pm and eventually got transferred and talked to someone.

Anyway, anyone else had an experience like that? This is certainly my first and last Acer, it seems that one needs another computer on stand-by when having an Acer.

I loved the computer while it worked, but not sure what I should do with it once it comes back if customer service is that unresponsive.

Any thought or input is appreciated.

Thanks,

Patrick