Thanks Acer for excellent repair service

I have an Acer Iconia A700. The battery would not recharge from the power adapter. I wasn't sure if the tablet was still under warranty, but I started a service request on the Acer support website, and found out that it was.

In short order, I was given a case number, shipping instructions, and an address for a local service depot (in Burnaby, British Columbia). I packed up the tablet, and sent it off. The next day I received a notice that the tablet had been repaired, and the day after that, the tablet was shipped back to me, and is now working perfectly. Total turnaround: 3 days.

I was amazed and delighted by the speed and convenience of Acer's repair service. Bravo!

[edited for privacy]

Vancouver, Canada

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exscentric

Good to hear some are getting good service from some companies. Many corps. these days have such great volume they have no concern for problems. I have had terrible times with Lenovo and Samsung both. Basically when I buy, I assume I am on my own and that there will be no warranty. I emailed two different divisions of Acer a month or two back and did not hear back.

I emailed multiple times to Samsung, wrote four letters and heard nothing of substance from any of it. One explained why I was not going to get service. Bought a player, had problems and to shorten the story, it was a UK unit sold in US. Us support would not fix it and UK would not answer requests for service. A letter to Samsung in Korea gained nothing either.

Anyway, great you got your unit running!!!!!!! :-)

Cory-Acer

wovenlander wrote:
I have an Acer Iconia A700. The battery would not recharge from the power adapter. I wasn't sure if the tablet was still under warranty, but I started a service request on the Acer support website, and found out that it was.

In short order, I was given a case number, shipping instructions, and an address for a local service depot (in Burnaby, British Columbia). I packed up the tablet, and sent it off. The next day I received a notice that the tablet had been repaired, and the day after that, the tablet was shipped back to me, and is now working perfectly. Total turnaround: 3 days.

I was amazed and delighted by the speed and convenience of Acer's repair service. Bravo!

[edited for privacy]

Vancouver, Canada

Thanks for sharing this experience. We're continually pushing to ensure everyone has his type of experience if a service is required. I've forwarded this to our service teams as well so they can see the value it has in providing this level of service.

Thanks,
Cory

ScottyC

Hello exscentric,

I too have had issues with many large corporations, and one thing I've learned is that by emailing a company directly, regardless of which company that may be, you will likely never get an answer unless you contact them through the channels provided. The companies are just so large that each section handles a different task and it's simply out of the question for them to do another. If they did it would defeat the purpose of the different departments. Typically they tend to pass the message along until it gets to where it needs to be, but don't forget that due to the size of the company it can take a while for the person who received the message to find the person it should have been sent to. And if by the time that person gets the message it happens to be three weeks later, do they really want to reply and give the impression that they have a horrible response time? Or are they better off playing the "we never got your message" card. Not that this would be a typical situation, but it's not unimaginable.

If I'm looking for a response I find it's best to simply call up and request one, or to do either a chat or create an email ticket. That way the people responsible for customer interactions already have the memo. I've still been disappointed but far less often.

In regards to Samsung customer service, I've sent phones in for more than a few friends only to receive the same defective phone back three times "marked the interior with a Sharpie", have the tech support agents talk to me as though I'm asking them for a kidney and then finally when I did get the unit's replaced "when they did accept to replace them" I was sent a refurbished unit covered in scratches. At least it wasn't having the same issues as the first one though....

As far as I'm concerned, Acer may or may not have the best machines around, but they do have among the best customer service. I've had agents go WELL out of their way to help me out, something I can't say about other companies. Sometimes I still don't get anywhere, but I never feel as though I'm talking to a machine without feelings. They have limits as to what they're able to do but they're almost always willing to jump through hoops for customer satisfaction. If ever you need to reach them in the future and you don't feel that the support line is the right place to voice your concerns, ask them to get you in touch with someone who can. I bet you'll be surprised by the results.

Take care,
ScottyC

exscentric

You are probably right but when they put an email form for you to fill out for service they ought to take care of it.

I don't do well on the phone (old ears don't do well with eastern and oriental dialects I fear :-). I tried Lenovo and they promised they couldn't help so PROMISED a call back within an hour .. uuu still waiting couple months later. Their forum is full of complaints. They have techs on and they have some answers but many customers get no help unless forum visiters have an answer. They still haven't pu out win 8 drivers now we're on 8.1 :-)

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