what is wrong with acer repair service ?

MartinBanyai
MartinBanyai Member Posts: 5

Tinkerer

edited February 2024 in 2020 Archives
I will get right into it so i bought a 2000$ tower so i can work from home during this coronavirus problem.
Just a few weeks after the tower starts freezing and even the monitor which i also got at the same time started having issues.
I shipped the tower for repair. Simple right? well no it is not why because they kept feeding me false information every time i asked about my tower oh it is within 7-10 days and you will get it back...next person oh yeah sorry the repair is only 7-10 days...next person...7-15 days....next person 7-10 business days....what is  is wrong with you guys the worst part is one agent legit told me they will ship it on may 23rd how the hell do you know in advance when you will ship it?? only way to know it is because it is already repaired no? so why the wait plus some how they got it in there heads that i told them to ship it on that day...no i said dont ship it on Tuesday the 19th of may  because i am not home on Wednesday the 20th of may...
Yet some how they came up with a random 23rd of may 2020 to ship my item... now that being said they have had my item since the 4th of may so i mean you guys have had my item for more than half a month...so how can you guys do that?? it is your fault that the tower doesn't even work and the screen i did not even bring it up because best-buy told me i can exchange it no problem when stores reopen in Montreal...this is very incompetent...lies after lies have been told by acer support staff... zero updates on my device even after half a month...this is ridiculous...i want my tower back and my money also...

Answers

  • billsey
    billsey ACE Posts: 35,287 Trailblazer
    You do realize they're stuck in the same COVID-19 hell as the rest of us? The customer support people are working from home, though I don't know about the actual repair techs...
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • MartinBanyai
    MartinBanyai Member Posts: 5

    Tinkerer

    edited May 2020
    billsey said:
    You do realize they're stuck in the same COVID-19 hell as the rest of us? The customer support people are working from home, though I don't know about the actual repair techs...
    to clarify ive been told they got the parts needed for the repair but now the repair center is saying no they did not receive the parts but than some one else said the repair is done and it was advised to ship back on the 23rd but now i am learning that the repair is not actually done so all the info from the chat people is wrong LOL
  • MartinBanyai
    MartinBanyai Member Posts: 5

    Tinkerer

    edited May 2020
    billsey said:
    You do realize they're stuck in the same COVID-19 hell as the rest of us? The customer support people are working from home, though I don't know about the actual repair techs...
    well that is what i dont get they have it for a while now and it says still in repair...but when i call and ask they said the repair is done and the only delay is to ship it back according to the person i am on the phone with now. but the item is not done repaired yet so i dont get how some one said it was advised to sent it on the 23rd...

    lol

  • MartinBanyai
    MartinBanyai Member Posts: 5

    Tinkerer

    billsey said:
    You do realize they're stuck in the same COVID-19 hell as the rest of us? The customer support people are working from home, though I don't know about the actual repair techs...
    like the repair techs are actually here working 5540 McAdam Rd, Mississauga, ON L4Z 1P1 because i got an email on the 3rd of may saying they got my items and it is being repaired...
  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
    I will get right into it so i bought a 2000$ tower so i can work from home during this coronavirus problem.
    Just a few weeks after the tower starts freezing and even the monitor which i also got at the same time started having issues.
    I shipped the tower for repair. Simple right? well no it is not why because they kept feeding me false information every time i asked about my tower oh it is within 7-10 days and you will get it back...next person oh yeah sorry the repair is only 7-10 days...next person...7-15 days....next person 7-10 business days....what is  is wrong with you guys the worst part is one agent legit told me they will ship it on may 23rd how the hell do you know in advance when you will ship it?? only way to know it is because it is already repaired no? so why the wait plus some how they got it in there heads that i told them to ship it on that day...no i said dont ship it on Tuesday the 19th of may  because i am not home on Wednesday the 20th of may...
    Yet some how they came up with a random 23rd of may 2020 to ship my item... now that being said they have had my item since the 4th of may so i mean you guys have had my item for more than half a month...so how can you guys do that?? it is your fault that the tower doesn't even work and the screen i did not even bring it up because best-buy told me i can exchange it no problem when stores reopen in Montreal...this is very incompetent...lies after lies have been told by acer support staff... zero updates on my device even after half a month...this is ridiculous...i want my tower back and my money also...
    I am very sorry to hear the issues you're experiencing with the support team and the repair process, please keep in mind that the Acer community is not a direct portal to customer support or a way to escalate an issue or create claims. To my understanding you have received the unit back from repair on Wednesday, i have sent you a PM with the tracking number just for confirmation.

    Please feel free to post any questions you might have about your unit and wait for responses from our users or superfans. If you have questions, claims or need to follow up with any support related case, then you must contact support directly, the Acer community will not be the right method of contact for that.

    Note: This thread will be now closed. 

    I hope everything is working fine for you now,
    Acer-Manny
This discussion has been closed.