Warranty repair returned without the charger..??

snoddyman
snoddyman Member Posts: 2 New User
edited March 2023 in 2017 Archives

Hi, I have recently had the misfortune to have returned my Acer Iconia Tab 10 A3-A30-17MX, under warranty for a repair/replacement. At the time I was instructed to return the tablet PC and charger only, no leads. This I duly did, using the pre-paid UPS returns label.

Within a few days, I had confirmation that the unit had been repaired & was on it's way back to me. Brilliant! Or so I thought...

When it arrived, I unpacked the tablet, but noticed straight away there was no charger with the unit.

I contacted Acer via the web chat service & was informed they would look into this & be in touch the next day. This didn't happen, so I had to wait till after the weekend before contacting them yet again. This time, I got a responce via email from their Support Technician, stating:

 

[edited to remove private communications]

 

Not the least impressed with this, I've requested that they forward me a copy of this "booking in video" as I already told them, BOTH tablet and charger were wrapped separately in bubble wrap and placed withing a box, that was filled with polystyrene foam flow pack. I am 100% sure that they have neglected to check the packaging correctly & have indeed thrown away my charger with the packaging...

 

There is no way on God's green Earth am I resorting to paying for a replacement charger, that they have clearly neglected to find.

 

Therefore people, BE WARNED:

 

IF you have the misfortune to have to return anything to Acer UK service centre, Telford, make sure you photograph everything that does in the box, for your own safety...

 

NOT IMPRESSED Acer UK..!!

 

Best Answer

  • snoddyman
    snoddyman Member Posts: 2 New User
    Answer ✓

    I'm reporting back to inform you that a resolve has been met.

     

    Not satisfied with posting my rant here, I also posted a complaint via a message on Acer's Facebook page. Within a few hours, I'd had a reply , followed by a telephone call from them. Still claiming that they couldn't see anything from this "booking in video", but not willing to forward me copy though, they offered to send me out a 2nd hand unit..?!

     

    As I was in no real position to refuse, I accepted the offer. This arrived just the other day, and am happy to report that my tablet is now charging as I type...

     

    I'm still a tad annoyed with the whole business, as there's no reason why, if I'm requested to return my tablet WITH it's charger I would not return my tablet with it's charger.

     

    I will in future be very cautious, and urge all to do the same: make you're own packing video with your smartphone or something, as proof..?

     

     

Answers

  • Mary-Acer
    Mary-Acer Acer Crew Posts: 868 Acer Crew

    Sorry to hear this; generally if the AC adapter was shipped in with the system for repair they should have record of this in their receiving notes. Please contact the UK support to escalate this matter for a replacement charger:

     

    https://www.acer.com/ac/en/GB/content/service-contact

  • snoddyman
    snoddyman Member Posts: 2 New User
    Answer ✓

    I'm reporting back to inform you that a resolve has been met.

     

    Not satisfied with posting my rant here, I also posted a complaint via a message on Acer's Facebook page. Within a few hours, I'd had a reply , followed by a telephone call from them. Still claiming that they couldn't see anything from this "booking in video", but not willing to forward me copy though, they offered to send me out a 2nd hand unit..?!

     

    As I was in no real position to refuse, I accepted the offer. This arrived just the other day, and am happy to report that my tablet is now charging as I type...

     

    I'm still a tad annoyed with the whole business, as there's no reason why, if I'm requested to return my tablet WITH it's charger I would not return my tablet with it's charger.

     

    I will in future be very cautious, and urge all to do the same: make you're own packing video with your smartphone or something, as proof..?