I NEED customer service!

wpclaus

I have what seems like a nightmare. I have spent more than two decades as customer service and service department department manger employed in a corporate environment, I know better than to accept what I am being told.

I am being stone walled by a customer service rep named[edited to comply with guidelines] and being given what I consider unreasonable and unprofessional service.  I am being told I have two options to replace a computer, neither computer has all the features my computer has, both have, by the information on the Acer website, a history of wifi problems. My third option is to have the computer that has been to the service center three times in for yet a fourth time. ( I don't think so. )

I am not a one percenter who can not be satisfied. I have offered to pay the difference to upgrade to a more expensive computer, I was told, no. I asked for a supervisor, I was told, no. I asked for a manager's name, I was told she was dealing with this case,there was no one above her to talk to, no one with any more decision making authority.    

I purchased a V5-572P-6454 from Walmart in early August, early September I began having problems with staying connected to wifi. The computer will not stay connected to wifi past 15-20 feet from the router. I have two other computers in the house, one of which is another Acre with no similar issues.

Over the next several weeks I spent hours (no exaggeration) on the phone with the technical department trying to solve the problem over the phone. When it was finally determined, after two departments could not find a solution over the phone, the computer would have to be sent to Texas for repair, shipping at my expense. After more discussion the person agreed to pay the shipping.

The computer came back to me, the issue unresolved. To keep this a little shorter, the computer was sent to the Texas repair center two additional times. After each of the three times it was sent in for service it was returned with the same issue, unresolved.

I never received a call or email asking any questions or giving any status of not being able resolve the issue. It was just put in a box and shipped back.

Again I called, waited to talk to some one I could not understand, waited to be transferred to another department, and waited to talk to a rep.

Finally I was offered a replacement ( I had to ask for it,..Again). After some research, I found at the Acer website, the model offered did not have favorable reviews and while it had a couple "upgrades" it did not have all the features I had on my computer. I declined the offer and asked for an alternative. The person I was working with, Monica, told me she would make the notes, that I had declined the offer. She however would be out of the office on vacation, I understood I would be called back by some one else to offer an alternative. I was not contacted. When I called in I was was connected to Lasonya. Lasonya offered another model, this new computer has to be opened up and added to to make comparable to my computer.  This second offer while having a better customer rating still has a known wifi problem.

Because of the adverse reputation of Acer customer service and the the pressure of being told there are only two of the latter computers available, and I am told there are no other options and no one else to talk to.  And a mediator does not exist. (so I am hoping you are a mediator) I am reluctantly and with reservation, no, I feel I am being forced into accepting the offer of the second computer hoping for your intervention to make more satisfactory arrangements. 

Please advise.

 

 

 

Cory-Acer

I'm sorry to hear about your experience. I know that when we are in a position that we need to replace a computer we never want it to be less than what the original computer was. I'd be glad to look into it a big more if you'd send me a private message. I'm sending one to you as well with what information I'd need to be most helpful.

 

Thanks,
Cory