Notebooks & Netbooks

[Shayno23]

Hi there

I sent my Acer Aspire 5741G series laptop away to acer to be fixed under an extended warranty. It had issues with the fan, the dc jack, and the audio jack. I was told that it was recieved on the 15th of November 2012, making it over 2 months and counting for repair (or 47 Business Days - I was told it would take 7-10). I am told that the issues with the fan have been corrected as well as work having been completed on the keyboard. However, the last customer service person that I spoke to told me that the hold up is due to the laptop needing a new DC cable and a new thermal module which I am advised are "on order". I asked how much longer I should expect to wait for my computer to be returned and I was told that there is no current time estimate.

I already intend to contact the Department of Fair Trading here in NSW to seek out my options and was just wondering if Acer has a complaints department of its own with which I could lodge a complaint also.

Thank you

[Acer-Blayn]

To lodge a complaint regarding the service you received, you would need to contact the regional service center that set your system up for repair.

[Rohit9199]

Hi.

my name is [edited for privacy]i purchased acer5742 laptop 1 year before and now his body  seem to break from one side .

and there is motherboard problem as well.

i handelled laptop with care still there are problems .

in service centre motherboard and body is costin me around 15,000rs that is too expensive.

I AM NOT ATALL HAPPY WITH ACER LAPTOPS .

AND I WILL SUGGEST SAME TO ALL MY FRIENDS AND THE ONES WHO READ MY ARTICLE.

THANK YOU .

IT IS VERY VERY VERY DISAPPOINTING FROM ACER.

[edited for privacy]

[unhappyuser]

I purchased a new Acer aspire R7 and in less than 30 days it's dead was unable to receive free shipping to send it back however they will fix it in an undetermined amount of time I am very unimpressed with this situation and very angry that I am now left without a computer!

[eddiekerk]

To lodge a complaint on the slow action by highpoint USJ repair team.

I bought acer laptop (R7-572G-54208G1Tass) on 29 nov 2013 and sent to highpoint USJ on 30 dec 2013 due to hard disk problem. Initially I was told that it will take about 3 working days, but till today the support team still not able to give me the answer when can I collect back my laptop. Why they can not let me know when can I get back my laptop if just a hard disk problem?

Regards,
Eddie

[goleafs2112]

Hi everyone,

I started communication with acer on January 28th 2014. To date ive spent 3hour and 45 minutes on the phone with the them.

The issues- the laptops audio is distorted for about 5 seconds every 30 minutes. This is when playing on youtube, itunes, vlc media player, media (aerspreloaded audio player), literally anything audio can be heard on. 

In order to resolve the issue acer had me try several different steps. First; disable and enable the audio player. Second download the latest version of the audio player. And finally reset the computer to factory settings. The problem is still the same. Let me mention up to this point there has been a tremendous language barrier, Im still not sure if they even understand the issue. Half the time when I explain the issue to them, they repeat it back and say something complete different than what im saying. 

On February 5th they told me I would have to ship my laptop in for repair, however, I decided to ship it a week later. This is when acers cumtomer service really shows they are running the facility from India (again massive language barrier). To start they told me I would have to pay, out of my own pocket, to ship my laptop in even though it was covered under warrenty (one guy I read did this). His justification was that the problem was hardward and not software. The supervisor quickly straighten that out but come on, isnt that basic knowleadge for someone dealing with computer customer service. 

When I called back on the Februrary 14th, to get my free shipping label, the individual was not able to send it. I was not recieving the email. He told me maybe there was a delay (from India to Canada, im really not sure) so I waited for nothing. I called back but at this point, it was the end of the day and the apparent shipping department was closing. 

I called back on Saturday, Feb 15th, apparently they dont send free labels on the weekend, only during business days. Again I called back yesterday on Feb 18, they transfered me to the shipping department, however, they closed before I was able to get through (let me mention I had to call on another phone to figure this out, they didnt just disconnect me, I was on hold for 55 minutes). 

To date I have been on the phone with acer customer service for 3hours and 45 minutes.

Im thinking maybe theyre feed up with me and just not answering my call. Im also a little hesitant about sending my laptop in for service as Ive heard peoples products coming back damaged. 

Other people I have been talking with seem to think the drivers are garbage and need to be replaced. 

Any feed back would be appreciative as it doesnt look like im getting any further with acers customer service. 

[Acer-Blayn]

Sorry for the trouble you have had with our support representatives. If you will send me a private message with your name, serial number, and telephone number, I will have an agent in your region contact you to assist.

[goleafs2112]

Update,

I just called back and finally got through. The acer agent informed me that in order to get the free shipping label another company has to be contacted who emails the label. He did this and again I am waiting but this agent seemed reasuring.

The acer agent I was talking to on Feb 14th was trying to send the label himself. Again were back to BASIC KNOWLEDGE about acer customer service, acer agents have no idea about. 

I infromed the acer agent that it was the worst cumtomer service I have ever experienced (the sad part, its still not over). He told me I was talking to a lot of level 1 agents, which was clearly the major problem.

Let me raise the point though, how is someone supposed to get their issue resolved it Acer agents a too ignorant, not educated enough about the products and services available, etc, to know when enough is enough and transfer the call to someone higher.

[agamarcel]

Good evening ,

With these message i want to make a complain regarding the way that the romanian cust service treats the customers.
I have a broken ac adapt and i have already made the test with a good known ac adapt from the same model and the pc works perfect, calling the service in order to inform them about the issue they have coursed me 2 times and the third time the responsable from there hanged up the phone without asking the model of the pc, the s/n the issue or anything else.

Can somebody HELP me regarding these issue, i cannot stay without the pc for a broken ac adapt issue because i work with these prod.

Acer aspire 5750g - S/N: LXRMU020721260ECEF1601 - SNID: [edited for privacy]
The service provided by the Acer Cust Service is zero in these case! The cust needs to cry at the phone here to have a working prod?
Please advice!

Kind regards,
[edited to comply with guidelines]

[Acer-Cory]

---

agamarcel wrote:

Good evening ,

With these message i want to make a complain regarding the way that the romanian cust service treats the customers.
I have a broken ac adapt and i have already made the test with a good known ac adapt from the same model and the pc works perfect, calling the service in order to inform them about the issue they have coursed me 2 times and the third time the responsable from there hanged up the phone without asking the model of the pc, the s/n the issue or anything else.

Can somebody HELP me regarding these issue, i cannot stay without the pc for a broken ac adapt issue because i work with these prod.

Acer aspire 5750g - S/N: LXRMU020721260ECEF1601 - SNID: [edited for privacy]
The service provided by the Acer Cust Service is zero in these case! The cust needs to cry at the phone here to have a working prod?
Please advice!

Kind regards,
[edited to comply with guidelines]

---

I apologize for the trouble you're having. I checked with the service team in Romania and they are awaiting the return of your current AC Adapter so that they can issue you a new one. If there is a misunderstanding I would strongly suggest you contact them again to discuss any other arrangements.