Terrible experience

Tylercleveland

I have just had the most awful experience with acer. I purchased an acer monitor for $160 about a month back that the screen broke on. I needed a repair on it so I called acer. I was told that there would be a 110$ “hold” placed on the card and prior to any real charges I would receive a phone call. The call would discuss what needed to be repaired and the cost for the repair. During the call I could either accept the repair if I was okay with the cost or I could deny it and they would send me the monitor back. About 2 weeks later I get an email that the monitor had been repaired and shipped. I then call again to ask what happened and the rep told me the first person I spoke with was wrong and it does not work that way. I asked to speak with a supervisor and was told one was unavailable. So I decided to hang up and call again. The second rep instantly transferred me to a supervisor who then transferred me to a Robert in their highest tier support. He informed me that the initial rep I spoke with was misinformed and this was a flat rate charge that was final. While speaking with him he made rude comments. while I was saying I had no idea the screen replacement was going to cost that he butted in and said “well then you shouldn’t have sent us the monitor”. I responded with the fact that I was not informed at all and I was told it was a hold and that the $110 was the the max cost for repair which was a complete replacement of the product. I was put on hold and when he returned simply told that there was nothing he could do. I then asked to speak with someone else and he told me that he was the highest level of support I could reach and the situation could not be resolved. That I would be charged for the repair of $110 and they would contact the employee that misinformed me and offer him a class on the miscommunication. The thing is the first supervisor and employee both told me the same thing yet Robert said they were both wrong and that acer would no longer be able to help me. In the end I got charged 35$ for shipping and $110 for a screen on a $160 monitor. My experience with acer has been awful and the fact that they are willing to screw a customer over $145 baffles me. I have never spoken to such a rude support team that was completely unwilling to solve my problems. I will be contacting my bank and informing them that this was a fraudulent charge that I did not agree too. I was willing to pay a reduced cost because of the miscommunication but they were unwilling to reduce the $110 at all. The rep specifically told me it was simply a hold but that was a complete lie. They will be held accountable for what was said because again I will contact my bank about the charges made and the lack of my agreement.

Sharanji

Tylercleveland 
Sorry to hear about your experience with the new monitor, just to clarify, the Acer Forum Discussions were designed as a peer to peer support community where Acer users help other Acer users. This community is not a direct portal to Customer service, although you will notice that some Acer employees interact with members here.

Please send a private message to Acer-Manny with the serial number of your device so that they can check the case notes and help you address your concerns.
https://community.acer.com/en/messages/add/Acer-Manny 

Hit 'Like' if you find the answer helpful!   
Click on 'Yes' if the comment answers your question!

Manny-Acer_Retired

Hi Tylercleveland,

I'm sorry to hear this, it looks like a customer advocate representative is already looking in to your case and helping you with the situation.

I hope everything gets resolve soon,
Acer-Manny