Why can't Acer replace a netbook within a few days instead of the 'Processes' they have to follow?

cflack

I have an Ultrabook under warranty and this morning when I opened the lid all I get is a white screen. If I close it so it is only open 2-3 cm I can see the icons on the screen but any further and it is just this white glowing screen.

 

I have been on to the Service Centre 5 times asking what can be done and all they say is they need to send me the info to send it to their Sydney Repair Centre where they will reset, test and repair. I live in Melbourne and so this exercise will take at least 4 weeks.

 

I work for myself and get jobs all the time and NEED my PC, having it gone for 4 weeks is not an option. I try to escalate byt NOONE is available or calls back.

 

I want this replaced by end of week or else I will make sure anyone I work with, deal with or am friends with hear about this and I will advise them NEVER to purchase Acer due to this apparent lack of help.

 

Not happy - and already out of pocket as no one is offering to help, I cannot speak to anyone to escalate  - who really gives a **bleep** about me????

freeza

Good day

 

I just want to give you a bit of light, BUT I dont know if this is applied within your country of purchase. In South Africa, if you purchase a machine and its faulty within 14 calander days, then you can return it to Acer and if its a pure hardware component failure, they can repair or credit/replace the machine, this is a choice that you make.

 

I think rather first consult with your local Acer Sales Department and ask them what their DOA(Dead On Arrival) or OBF (Out of Box Failure policy is. And Also ask them under what conditions can they replace the laptop.

 

Regards,

Freeza

cflack

G'day Freeza,

 

This ultra book is about 9 months old and the only people I can talk to are an overseas Call Centre and they want me to return it interstate before it then goes through their 'process'. There isn't anyone locally (I live in Melbourne - 2nd biggest city in Australia) and they don't have a local rep I can take it to.

 

It appears their 'process' is built around what they think suits - not customer focussed. When I purchase my next PC, having a local repair centre will be a deciding factor. I know it is only an $800 PC but the lack of flexibility, assistance or someone local to discuss options has really upset me.

 

I am typing this with my ultrabook connected via HDMI to the TV - not ideal and most unhappy with Acer as I cannot work off-site and mobile.

 

Have a great Christmas & New year

 

Cheers

 

Chris

cflack

PS - sorry I did talk to a person from sales who said there was nothing she could do or offer