Acer you have by far the worst customer service I have ever experienced. I have not had a working Aspire S7 since the 28th January 2014. My biggest complaint is if you couldn't fix it should you not make every effort to inform your so called valued customer of progress and send a replacement if you are unable to fix it ASAP.
I have called your customer support several times after first lodging the problem with my Ultrabook not loading windows. The first was to find out the progress on my laptop which I was advised on the 10 Feb that your service centre had only just received my ultrabook which apparently took 10 days to get to your service centre. (yeah right I just think nobody bothered to log that the item had arrived). I was then advised that someone would call me within 7 -10days. Nobody did so I called again to be advised on this occassion that it would be escalated and that they were awaiting the part to be fixed. Once again no body called me to inform that they were unable to get the part. Next call I demanded to speak to the case manager who then asked me to send through the invoice and she would endorse that a refund or replacement would be arranged. And someone would call me earlier in the wek. Nobdy did, I have emailed and called and to my frustration I was unable to speak to a manager or someone who could actually do anything. I was advised that as per Joy's conversaton with me someone would call me within in 5days, I said no I was advised someone would call me at the beginning of the week. BTW that 5 days has come and gone. Yesterday I called the ACER Australia store asking to be put through to the person who looks after complaints. I was advised that person wasn't there but they would email my details and case number and they would get back to me. They never did. So I called again today to ACER Aust and spoke to the lovely Amy. Who looked at my case and explained to me that she logged it to finance and that it should be looked at early next week. She couldn't explain why this wasn't done, but the one thing I did gather from our conversation is that nobody except her had bothered to do anything. It is now the 7 March and I am still without a working laptop and completly frustrated that you do not live up to your word.
The S7 was a great computer until it failed and this was not a cheap purchase. I would have gladly recommended this product to everyone but now I will only advise everyone who asks me never to by an ACER as they have the worst customer support I have ever experienced. I have had Toshiba's, HP's and ASUS and their customer support exceeds anything that your company supplies.
My case number is 2*****. Never again will I ever purchase an ACER product or recommend one, what I would like is to get my money back so I never have to deal with your company ever again.
If this cannot be reolved by early next week I will be lodging a complaint to fair trading NSW as this is completly unacceptable you have my money and my computer.
thank you
M
[edited for privacy]
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