ACER customer service, massive disappointment and frustration
Hi
I would like to make a point how extremely i am disappointed and frustrated with ACER customer service and support
I started to have some issues with laptop. When i was trying to run any game, screen was going multi colour but background noise was still present. It was happening straight after game started. Sometimes laptop was restarting itself numerous times or turning off. I did some tests on components that i could but issue was still present. Checked RAM, HDD, did full system restart few times, checked laptop without HDD in it, only with SSD, and nothing has changed. So i have decided to send it to ACER support. I have kept HDD in home as have not thought they going to need for any reason as it already had SSD in it.
On 11th of May i have send my Predator 17X to get fixed. I have explained to the adviser over the phone all issues.
ACER has received it on 13th of May.
They have stared to work on it fairly quickly as on 19th of May i have received report what they found. Report said that HDD is missing which may be causing issues i have mentioned. I have received quote to pay almost 60 pounds to get new HDD in, which i have refused. Had to explain issues with the laptop again to another adviser, as he didn't have a clue what is going on. I have given them some time to clarify everything, as i am very patient, and i was hoping they going to do some tests to find what is going on with it, as it didn't look like they did before.
On 28th of May i have contacted them again to see if they moved forward with repair. They told me that they have received parts and unit is under repair. It was very strange. as they have not mentioned which parts are broken and they have not made approach to inform me about it as well. Before doing any repairs they should contact me as well and discuss pricing, what needs fixing. I have asked them what needs doing, and they said that they still waiting for HDD, which i have already explained to them that i have kept it at home and there is nothing wrong with it. Anyway, why they would need it at all ??? I had to explain issues again, with another mention that laptop is having same issues without HDD in it. One of the advisers has escalated case to the manager. On the next day i have sent them a msg that i am very pleased that case has been moved to manager and he is going to look after it and hopefully i will be able to talk with him on 29th of May. That has not happened.
On the 1st of June i have sent another msg informing them about my disappointment and frustration. The lack of support and help wasn't impressive so far. Meantime i have opened complaint on RESOLVER just to try to move things quicker and i had some hopes that this is going to get to management.
On the 4th of June i have send another msg through RESOLVER as i have not received replay yet. They have replied on the same day saying that they are still awaiting response from the repair centre as because i have HDD with me and they have quoted me for new one. ??? I told them again that i have explained numerous times that HDD is not faulty and that i have refused the quote. I told them again about my disappointment and frustration.
They have not replied to me till 6th of June. They said they going to find out why i have been quoted for HDD because i have got it with me. ???
On the 7th of June i made another approach. Manager was supposed to get in touch with me on 6th, which has not happened and i have mentioned it on the 7th of June. I have mentioned that i may move this case further. Few hours later they replied saying that they received feedback from senior management and they have not found any fault. They asked me if i would like to get my laptop back un repaired. ??? I have asked them why i would like to get my laptop back un repaired ? I have explained all issues again as well. I have requested some details regarding tests they did on the laptop. I said that i want to get it back only if it is fully repaired. They have not answered to my question. Instead they asked me for HDD and games that i was playing on it. I have asked them again to make me a list of things they did with laptop. And i said that they don't need my HDD to check what is wrong with the machine. No replay.
On the 8th of June i have started to look for some help elsewhere as well and have contacted supplier that i bought the laptop from, to get some support. They are in touch with ACER at the moment as well.
On the 9th of June i tried again asking for all details i have requested before. I have asked to be contacted by manager. They said that with their HDD in laptop everything was fine and they need my HDD to check it further. ???
On the 10th of June i have replied to their email, explaining again all issues and fact that laptop is having issues without HDD in it. Again i said that with games installed on SSD same issues appear. I have asked for tests details again and to be contacted by manager again, as i didn't get any of those. I have said that i want to be contacted by manager only from now on. And i have received msg saying that contact with manager has been requested.
On the 12th, i sent another email. Manager has not get in touch with me as he supposed. I have showed my disappointment and frustration again. Since then i was trying to ring them numerous times.
I have managed to speak with manager on 12th or 13th of June over the phone and i had to explain all issues again, my disappointment and frustration. I have requested to be informed on progress on regular daily basis. And again nothing has happened.
On the 18th i rang them again and asked to speak with manager. Adviser said that manager is not in the office yet and he will make sure that manager is going to ring me back on the same day when he gets to office. Nothing has happened.
19th of June, after many phone calls, non of them reached any adviser or manager as they been disconnected during every try. WOW
At the moment i am absolutely mentally destroyed by such unbelievable ignorance, lack of help, lack of support, lack of any actions that is existing in this company. Going through so many people and not receiving a single one who can do something about it.
Please if anyone is there who can help. Please get in touch.
Thank you
Edited the content to hide personal information
Acer-Samuel
