Poor customer service

ITlyon

I wanted to share my Acer experience for those thinking about buying Acer. My son saved for over a year for his tablet.  He bought the Acer Iconia A500.  He did not get to use it though until he received the protective screen cover and case.  We immediately found a problem with the unit.  It had an incredibly short cord and so the tablet could only be charged on the floor or if we dragged a chair over, on the chair.  We had a good run of 6 + months before his younger brother knocked the chair which knocked the tablet (1.5 feet to the ground no less)  Of course the unit hit right where the case had a space and the plastic edge around the USB port cracked. The wifi now only works intermittently.  

 

So I went to Acer support.  First - their online support insisted the unit was no longer under warranty so I had to find the receipt and prove again when we bought it.  It is still under warranty.  Then to find the support phone number on their site was difficult so we 'spoke' to staff via chat.  We received no satisfaction via the chat so it was escalated to a real person! Wp The response was that he would have to pay $199.00 plus shipping for it to be fixed because he dropped it.  The thing is, he didn't drop it.  It fell because the unit has an incredibly short cord which is a design flaw created by Acer.  Their response, no it isn't.  "We only fix unbroken units under warranty and for normal wear and tear". I asked how this was not normal use since the cord determines what someone can do with the unit?   Their response was to repeat the cost.  So I asked to speak with a manager. The response?  Our managers do not speak to customers.  Really?  Really? And I'm paying long distance for someone to say this to me?   If you are looking for a tablet, I strongly urge you to select a different brand other than Acer because customer service is part of what you're paying for..and we apparently paid for nothing but script following folks who will not own that their system design was flawed. So I urge look to look elsewhere where consumers are actually considered. 

 

kcirtapp

I can fully agree with you, customer service at Acer is non existant.  My Acer Aspire S7 has been in repairs for three weeks (a broken motherboard on a one month, $1700 computer), and no one can tell me when I will receive the machine back.

 

If you buy an Acer, buy two to have one on stand-by, or even better, don't consider them and buy a different brand.  This certainly has been my first and last Acer.

disatisfied

I have found Acer customer service to be very disappointing. After sending my Aspire in for warranty repair a second time due to hardware stability issues, the tech who worked on my laptop claimed the diagnostic was fine and returned it. The laptop cannot even successfully start the BIOS most of the time. Acer will not respond to my inquiries about the repair as the warranty period has expired.

 

If you are considering purchasing an Acer product, I recommend you look elsewhere. The Acer build quality is quite poor which is problematic as their customer service is particularly bad.