"Approved to ship"

markusthemad

Hello,

 

I sent an online request for service just over a week ago, for my new Acer Aspire One (screen suffered an internal crack all of a sudden, despite never being dropped or mishandled).  Looking up my request, I see that the Case Status is listed as "Approved to Ship", which is great.

 

However, I've waited a few days since then and have yet to receive an e-mail with details of exactly where/how to ship the broken unit.  I'm fine with paying the shipping costs myself if that's necessary, but at least need the correct address for where to send it.

 

Request ID     

 

Case ID     

 

Thanks in advance!

 

[edited for privacy]

ThV5k

If you have received a repair order for your computer but no email with shipping instructions we suggest you call Acer Support to have your repair order reviewed for correct email entry, case number reference etc. That will allow the technician to send you the mailing instructions.

 

If you have your on line request for repair case number reference or serial number handy during your call that would speed things up.

http://us.acer.com/ac/en/US/content/support

 

 

 

 

markusthemad

Couldn't call, so I tried the web chat support.

 

Got this reply:

 

"I am sorry, Mark, cracked screen issue comes under customer induced damage. For your information customer induced damages are not covered under the standard manufacturer's warranty of the computer.
 

In this case, we suggest you to send the unit for repair.

 

The cost of the repair is $99 + taxes + one way shipping charge.

After the repair process, the display screen on the computer would be changed.

May I place the repair order now?"

 

To which I replied:

 

"No, forget it.  The repair cost is almost as much as I paid for the unit.  Can't believe the warranty won't cover a defect when we definitely didn't cause the damage."

 

So much for that...  Bought the unit as a Christmas present for my wife, it didn't even last a month despite being handled carefully and never dropped, and now there's nothing you'll do for me?  Very disappointing, I'll be steering clear of Acer products from now on.