Notebooks & Netbooks

[ummagumma]

I rang CS yesterday and had a call back from the escalation team today about a problem with either my battery or the charger unit.

My laptop battery is discharging within an hour, at first I thought it was the battery but yesterday I noticed that the charger unit was getting very hot.

When I phoned them they said that even though it was out of warranty (by 5 days) they would change the battery for me.

So far so good, then they tell me I have to send the old one in before they can send me a replacement!

Great so I would be without my Laptop for at least 7 days.

I cant afford to be without it so I orderd a new one from somewhere else with the intention of doing the swap the Acer way.

I then discover the battery charger is very hot so phone Acer to see if they will replace the charger for me instead of the battery, again they say they will but I have to send it to them first.

This is unacceptable they know most people cannot do this and be without the unit for 7 days.

I will have to buy a new charger form somewhere else.

All the person I was talking to kept saying was "its Acer policy to do this" I got fed up hearing that after about ten times.

I will not be buying any Acer products again and I suggest others avoid them also.

Thank you and goodbye Acer!

Ummagumma

[Acer-Cory]

Hi ummagumma,

While we recognize that having to send your components in to be replaced can be frustrating, an adapter or battery can be dangerous if it continues to be used after it is diagnosed as be as faulty. The only solution that the team has to ensure that they are out of circulation is by acquiring them prior to sending out new parts.

I know this isn't a solution, I hope the explanation helps in understanding why the policy exists.

Thanks,
Cory

[ummagumma]

Hi Cory,

I understand what you are saying but It's not a satisfactory solution is it.

Why don't you as a lot of companies do send the required component and return packaging for the faulty one at the same time? Seems a perfectly simple solution to me.

Also what disappoints me is that things have started to go wrong just 5 days after the warranty expires.

One other thing did you know that Acer are putting year old components in to a so called new laptop?

When I removed the battery as part of the Acer suggested diagnostics I noticed that the date on the battery was one year older than the Laptop.

Have you typed Acer "poor customer service" in to Google? I don't think you will like what you see!

Ummagumma