Acer Repair Needs to cared for machines better!

KEHinWA

I wanted to be posting nothing but good, because the website and phone support was top notch.  But the machine was 3 weeks OLD when I sent it on.. IT was flawless. I checked before a Bubble wrapped it.

 

But I sent in a new machine that I have treated like GOLD for repair and I got one back with new scratches and screws with the heads stripped!

 

I shipped this down with 2 layers of large bubble wrap.  I came back no padding wedged in cardboard so that it feels every shock the box gets in shipping!  Since the only repair they did was reseat a cable.. (which people have found doesn't usually fix the problem) Shipping it without padding is a poor choice.

 

Then I open it:

 

1) One of the screewheads on the docking station is BADLY Stripped.  USE THE RIGHT SIZE TOOL!! GEEZE

2) I machine that has been keept in a padded case came back with new scratches on the bottom of the Keyboard Dock and a 2 inch area of abrasion on the bottom

3)  and small paint wear away on the top. This comes from flipping the Dock over to work on it without propper padding on the workbench.

 

The machine WAS 3 weeks old and I treated with care!  ITs clear to me you probably use bins without padding and work benches are not padded nor keep clean from items that can scratch machines.

 

It would take me two years to aquire this level of damage on a new machine.  Its small but I take care of my stuff.  I expect you to also.

 

Use the correct tool sizes.. to small phillips screw drivers RUIN screws.

Pad the transport bins you move the machines around in since you use lower cost materials

Keep screws and tools out of work area so you don't scratch machines.

 

Ironically they noted surface scractches. Like if I write it down.. I won't get blamed. I know there were none when I shipped it.

 

Support Website A

Support on Phone A

Repair Process and Speed (assuming this fix lasts)  A

Care of machines during REPAIR C

 

Case# so you can coach tech on proper screwdriver use..[edited for privacy]

 

Lesson.. Photograph every inch of your machine before sending it for repair.

Blayn-Acer

Sorry for the problems you had getting your product repaired. This is certainly not the experience we want customers to have with our service centers. I will be having our technical support team reach out to you to better understand what happened during the repair, and to help get your product returned to the condition it was in when you sent it for service.

Blayn-Acer

Sorry for the problems you had getting your product repaired. This is certainly not the experience we want customers to have with our service centers. I will be having our technical support team reach out to you to better understand what happened during the repair, and to help get your product returned to the condition it was in when you sent it for service.

KEHinWA

Thanks, appreciate the reponse:

I think right now the only issues I am 100% sure are from my repair incident are the scratchs on the bottom and stripped screw heads.  I can live with the scratches because at some point I will do it myself   But I would like it I could be sent three screws that go in the keyboard dock underside for my machine.  So I can replace the most damaged, I am concerned that at least one will be unusable if need to remove it in the future.  Like to reseat the cable...so I don't have to send it in for that kind of simple fix.

 

Thanks

KEHinWA

Thanks for the screws!  Support for Acer has been great

Blayn-Acer

You are welcome KEHinWA. Glad I was able to assist in helping resolve your issue.