Acre service center

minshyu

my d: driver always disappears after few minutes.  I sent my laptop to service center.  After 3 days, I called them.  Then they confirmed 1tb hard disk is broken and estimated 1 month to 1.5 months to replace it.

They need 1 month to 1 1/2 months for 1tb hard disk replacement! Can you believe it? It is totally unacceptable?

JackE

Is the service center listed on this page? http://www.acer.com/ac/zh/HK/content/service-contact . If not, call the hotline to try to get it resolved more quickly.

Jack E/NJ

Rudy21

minshyu said:

my d: driver always disappears after few minutes.  I sent my laptop to service center.  After 3 days, I called them.  Then they confirmed 1tb hard disk is broken and estimated 1 month to 1.5 months to replace it.

They need 1 month to 1 1/2 months for 1tb hard disk replacement! Can you believe it? It is totally unacceptable?

Have you send the device to authorized service center. If not please check with the link shared by @JackE

minshyu

Of course, I did. 

九龍區 (Kowloon)
香港九龍旺角登打士街32-34A號歐美廣場21樓01室
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Monday - Friday 10:00AM ~ 7:00PM
Saturday 9:00AM~1:00PM
Sunday & Public Holiday - Closed

JackE

So call the hotline with your complaint anyway. Jack E/NJ

Service Hotline: (852) 3944 2383
Hotline Operation Hour:
Monday - Friday 9:00AM ~ 1:00PM & 2:00 PM ~ 6:00PM
Saturday 9:00AM~1:00PM
Sunday & Public Holiday - Off

minshyu

JackE said:

So call the hotline with your complaint anyway. Jack E/NJ

Service Hotline: (852) 3944 2383
Hotline Operation Hour:
Monday - Friday 9:00AM ~ 1:00PM & 2:00 PM ~ 6:00PM
Saturday 9:00AM~1:00PM
Sunday & Public Holiday - Off

I did. I was shocked  when i heard. However she said she would mark down my feedbak/ request.  So i believe that is what their level of service standards? That is my first (and the last) acer laprop.

xapim

minshyu bare in mind that acer authorized repair shops/centers in most countries have their own policies they do not work for acer itself they just take subcontracts acer doesnt have hq's neither their own repair centers in all countries and any behaviour by those supposed certified/authorized (privately owned company's) repair centers its not acer to blame what i would do would be escalate to the highest rank of that repair center and file a complaint also file a complaint on acer hq about that repair center and their behaviour so they would know how they are treating their customers and how to deal with it not defending acer in anyway here but this happens in loads of countries where the service its really poor also bare in mind this community its not acer support its mainly user to user support acer staff only manages it and they need to be contacted directly to be aware of the situation

minshyu

xapim said:

minshyu bare in mind that acer authorized repair shops/centers in most countries have their own policies they do not work for acer itself they just take subcontracts acer doesnt have hq's neither their own repair centers in all countries and any behaviour by those supposed certified/authorized (privately owned company's) repair centers its not acer to blame what i would do would be escalate to the highest rank of that repair center and file a complaint also file a complaint on acer hq about that repair center and their behaviour so they would know how they are treating their customers and how to deal with it not defending acer in anyway here but this happens in loads of countries where the service its really poor also bare in mind this community its not acer support its mainly user to user support acer staff only manages it and they need to be contacted directly to be aware of the situation

Just voice out my anger.  She said she would marked down my complaints (as usual) with peacely voice.  I have no way to contact acer hq.


So Acer has no responsibility to provide better quality of after sale serives?
When they signed contracts with authorized service center, they won't even care about their level of service standards which provided to their Acer customers?

Estimated 1 to 1 1/2 months for 1tb hdd replacement! How rare part it is?

xapim

minshyu said:

xapim said:

minshyu bare in mind that acer authorized repair shops/centers in most countries have their own policies they do not work for acer itself they just take subcontracts acer doesnt have hq's neither their own repair centers in all countries and any behaviour by those supposed certified/authorized (privately owned company's) repair centers its not acer to blame what i would do would be escalate to the highest rank of that repair center and file a complaint also file a complaint on acer hq about that repair center and their behaviour so they would know how they are treating their customers and how to deal with it not defending acer in anyway here but this happens in loads of countries where the service its really poor also bare in mind this community its not acer support its mainly user to user support acer staff only manages it and they need to be contacted directly to be aware of the situation

Just voice out my anger.  She said she would marked down my complaints (as usual) with peacely voice.  I have no way to contact acer hq.


So Acer has no responsibility to provide better quality of after sale serives?
When they signed contracts with authorized service center, they won't even care about their level of service standards which provided to their Acer customers?

Estimated 1 to 1 1/2 months for 1tb hdd replacement! How rare part it is?

Fist of all you are completely right  and they care but most of the times they dont know whats going on there if no one reports it you should be able to contact acer support via their website 

https://www.acer.com/ac/en/US/content/contacts

minshyu

xapim said:

minshyu said:

xapim said:

minshyu bare in mind that acer authorized repair shops/centers in most countries have their own policies they do not work for acer itself they just take subcontracts acer doesnt have hq's neither their own repair centers in all countries and any behaviour by those supposed certified/authorized (privately owned company's) repair centers its not acer to blame what i would do would be escalate to the highest rank of that repair center and file a complaint also file a complaint on acer hq about that repair center and their behaviour so they would know how they are treating their customers and how to deal with it not defending acer in anyway here but this happens in loads of countries where the service its really poor also bare in mind this community its not acer support its mainly user to user support acer staff only manages it and they need to be contacted directly to be aware of the situation

Just voice out my anger.  She said she would marked down my complaints (as usual) with peacely voice.  I have no way to contact acer hq.


So Acer has no responsibility to provide better quality of after sale serives?
When they signed contracts with authorized service center, they won't even care about their level of service standards which provided to their Acer customers?

Estimated 1 to 1 1/2 months for 1tb hdd replacement! How rare part it is?

Fist of all you are completely right  and they care but most of the times they dont know whats going on there if no one reports it you should be able to contact acer support via their website 

https://www.acer.com/ac/en/US/content/contacts

No they don't care.  I contacted TW acer service hotline.  They said please contact your local office 3944 2383.  

As I said I called 39442383.  She said she would mark down my feedback (as usual) with a peaceful voice.  

minshyu

Acer service center needs 1 to 1 1/2 months to replace a 1TB HDD!

JackE

It should not take this long to get a replacement 1TB HDD. Keep calling hotline again and again everyday with same complaint. Jack E/NJ

minshyu

Revenge? Only answer by their junior employee.  It won't help.

I will call them every three days, as they initially promised at least three business days to contact me about my service.


Important info 1: Acer provides at least 3 business days service to their customers!

Important info 2: Acer needs at least 1 months to replace a 1TB HDD for their customer!

JackE

>>>Important info 2: Acer needs at least 1 months to replace a 1TB HDD for their customer!>>>

Do you have an ACER weblink with this statement?  Jack E/NJ

minshyu

JackE said:

>>>Important info 2: Acer needs at least 1 months to replace a 1TB HDD for their customer!>>>

Do you have an ACER weblink with this statement?  Jack E/NJ

If I say a mother must be female, what kind of statement is needed?

It is a fact. It is my experience! Why statement?

minshyu

JackE said:

>>>Important info 2: Acer needs at least 1 months to replace a 1TB HDD for their customer!>>>

Do you have an ACER weblink with this statement?  Jack E/NJ

They estimated 1 to 1.5 months for a 1TB HDD replacement.
This means at least 1 months, right?

JackE

Please. I'm an  ACER user just like you. You are on a ACER users community board. We are NOT ACER senior or junior employees. We try to help each other out on these issues. Thus I'm trying to help you here. I'm trying to find out if these two statements that you posted earlier are actually found on an ACER website for warranty repairs and responses for the HongKong region. Jack E/NJ

>>>Important info 1: Acer provides at least 3 business days service to their customers!>>>
>>>Important info 2: Acer needs at least 1 months to replace a 1TB HDD for their customer!>>>

minshyu

JackE said:

Please. I'm an  ACER user just like you. You are on a ACER users community board. We are NOT ACER senior or junior employees. We try to help each other out on these issues. Thus I'm trying to help you here. I'm trying to find out if these two statements that you posted earlier are actually found on an ACER website for warranty repairs and responses for the HongKong region. Jack E/NJ

>>>Important info 1: Acer provides at least 3 business days service to their customers!>>>
>>>Important info 2: Acer needs at least 1 months to replace a 1TB HDD for their customer!>>>

Sorry, but I never blame you.  I know you just try to help/chat.

Those info are based on my experience.

This is Acer's forum. I believe it is operated by Acer and they must employed some administrators.  So my complaint may somehow get passed to their senior employees.  

I just want to voice out my angry!  
****   Acer services center estimated they would take 1 to 1.5 months for a 1TB HDD replacement!!!!   ****

xapim

@minshyu as it was already said above none of us here work for Acer in any way or any form as @JackE stated only the admins/moderators (they manage the community and also help when they can) are Acer employees none of the ACE members or any other rank in this community work for Acer we are here to help in what we can but we are not Acer employees.

@Acer-Manny could you give some light on this hdd issue if possible thanks.

minshyu

xapim said:

@minshyu as it was already said above none of us here work for Acer in any way or any form as @JackE stated only the admins/moderators (they manage the community and also help when they can) are Acer employees none of the ACE members or any other rank in this community work for Acer we are here to help in what we can but we are not Acer employees.

@Acer-Manny could you give some light on this hdd issue if possible thanks.

Yes, I know.  Actually,  I am here not seeking for help.  I just want to express my feeling/angry.  

Or I just want to share some important information to you and other Acer users.

>>>>>>>>>>>   Acer services center take at least 3 business days to repair a laptop!!!!   <<<<<<<<<<<<<
>>>>>>>>>>>   Acer services center estimated they would take 1 to 1.5 months for a 1TB HDD replacement!!!!   <<<<<<<<<<<<<

scroll down to the bottom.  You can see "© 2019 Acer Inc. ".  So this forum is operated by Acer Inc.

Manny-Acer_Retired

Hi minshyu,

We certainly try to have the best service and support experience for our customers, however, the repair time can depend or vary based in the authorized service center parts and availability. If you can please send me a private message with your case id number, I can forward your concerns to our contacts in your region, but please keep in mind that Acer community is not a direct portal to Tech Support or Customer service, this is a peer to peer support community where Acer users help other Acer users.

Thanks in advance,
Acer-Manny