How can I lodge a formal complaint and request a replacement for my faulty Acer Laptop?

SL_Otuwa

I purchased an Acer Aspire5 in June 2019 from the Acer Online Store which had very high specs but was performing very sluggishly from the day I got it. Then after a few months the screen started going blank suddenly on a random basis and the only way to switch it back on was by switching it off and on with the Power button, by which time I had lost all my work. I lodged a repair request with Acer along with a video of the issue which was clearly a hardware fault and sent the laptop in for repairs. The repair centre in Australia just reset the pc and sent it back stating that only a software re-set was required. During this process we didn't have the laptop for around 2 weeks during the covid lockdown period where my kids needed the laptop to carry out their school work from home. Then when the laptop came back I had to re-install all the software due to the re-setting and copy back all the data etc., only to find that the screen going blank and the system freezing was still happening as before. When I called the service desk I was told to rest the laptop by pressing the little hidden button on the back when this occured. This kept happening for a few days and then the laptop died completely and wouldn't start at all. I then lodged another service request and was told that it was setup as a 'priority' request and that the laptop will be repaired and returned within 3-5 days. The laptop was picked up on the 6th of June. It's now the 24th of June and I've not heard from them since! when I called up to check I was told that the Mother Board needs to be replaced and that they are waiting for the parts to be delivered, but no one had the courtesy to let me know about the delays or to offer a replacement pc knowing that this was impacting my children's education which I had stated to Acer multiple times when discussing the issues with this laptop.

This has caused real issues to us because my children are still home-schooling due to COVID and they haven't been able to do their schoolwork assigned to them because we haven't had the laptop for a cumulative 5 weeks now. And when we did have the laptop they were constantly losing all the work they had done having to re-do everything everytime the system crashed and had to be re-started.

When I called Acer Australia up to lodge a formal complaint, I was told that they could only repair the device and not replace it and that I will have to wait patiently until the parts were delivered. And they didn't let me lodge a formal complaint about the device and the service I had (or rather hadn't) received.

I think this is ridiculous given that the laptop is less than a year old and still under warranty. If we had purchased the laptop from a retailer, we would have already been given a replacement but because we purchased directly from Acer online, we are not given the option despite the laptop clearly being faulty, with the Mother Board having to be replaced. we paid good money for the laptop, but 20% of the time we had it, it has either been in for repairs or being couriered in and out of repairs. What's the point in paying money for a crappy device like this?... And Acer does not even offer a facility on their website to raise a complaint and the service staff are completely hopeless.

If anyone can help me, please let me know how I can raise a formal complaint with Acer about this matter and how I can get the faulty laptop replaced rather than it having to be sent in for repairs every 2 weeks.

Thank you.  

xapim

SL_Otuwa Im sorry that youre having issues with your unit and i completely understand your frustration but unfortunately the acer community its not a acer support direct channel in any way we are not acer employees we are just normal users like you that are here voluntarily to help to troubleshoot any issues that might arise we do not have any direct contact with acer support my best advice here its keep insisting with the support daily and escalate your issue to the highest level im afraid no one here can help you with your issues with the support as that has to be dealt directly with them  and good luck hope you get it sorted soon