Defective website - Acer US

kkrys

Acer Taiwan has set a policy of avoiding any contact with Acer customers.  The have a defective page on US website at https://customercare.acer-euro.com/customercare/ISB.aspx?ITYPE=IntelSandyBridge&CID=US&LID=ENG and there is no way to tell them the Acer website sucks.  This is the Sandy Bridge alert, and when I enter SNID and serial numbers and press Submit, an error message comes up asking to enter the SNID and serial numbers.  Since there is no US Acer contact available for the website or post warranty issues, I looked up their Taiwanese website bragging about quality of their customer service, see http://www.acer-group.com/public/Sustainability/customer/overview.htm.  What a joke!  See also at http://www.acer-group.com/public/Sustainability/approach/engagement.htm what they say about their customer service to Acer investors.  The Customer Satisfaction page is just as loony, see http://www.acer-group.com/public/Sustainability/customer/service-3.htm.

 

When I clicked Contacts at the bottom of Acer corporate page it leads to http://www.acer-group.com/public/index/contact.htm, Clicking the Acer brand landed me back at http://us.acer.com/ac/en/US/content/home and the full circle was closed.

 

For the future, before I will buy any Asian product, I will check how accessible thy are to their customers.  If the website hides all contacts and has only the serial number warranty support access, I won’t buy no matter how good is the deal.

 

kkrys

 

kkrys

 

Thank you, this was a very fast reply.  Please check HP website how they do it, they provide links to webmaster about website issues and a number of customer contacts, not necessarily warranty related.

All products are very well documented including motherboard drawings and have extensive specs information.

 

For example, how and whom I should contact in US regarding purchase of Acer part?  I need a bottom case shell for Acer Aspire 5251 to replace cracked part.  I don't need repair service, I know how to repair laptops and this is a simple replacement I can handle myself.

 

Cory-Acer

Sorry to hear you'r having trouble. The SandyBridge issue is a 3+ year old issue that affect a small number of unit. Unfortunately, we want to keep that up, but we understand the design could be improved and I believe is has for issues moving forward.

As far as the Acer-group links are concerned, I'm not finding any direct acer-group.com links that are currently down, it appears that the links you're providing are outdated and therefore taking you to the 404 pages. As far as contact with Acer, in the US, our support staff does require a warranty check. They would not be equiped to handle issues related to our websites. The community allows for people come discuss Acer issues, and I'll make sure the correct people take a look at the issues you've brought up.

kkrys

 

Thank you, this was a very fast reply.  Please check HP website how they do it, they provide links to webmaster about website issues and a number of customer contacts, not necessarily warranty related.

All products are very well documented including motherboard drawings and have extensive specs information.

 

For example, how and whom I should contact in US regarding purchase of Acer part?  I need a bottom case shell for Acer Aspire 5251 to replace cracked part.  I don't need repair service, I know how to repair laptops and this is a simple replacement I can handle myself.