Laptop in repair - for 4 weeks?

LauraHyde

Hi - my 6 week old Acer developed a fault and it has been with the Acer repair centre for 4 weeks now. Is this usual?

I can't get to speak to anyone by phone (cuts me off, chat is no longer working and email support won't go through). I am getting increasingly frustrated by the lack of laptop during lockdown and the lack of communication from Acer. 

Any advice?

aphanic

I guess it depends on how the service is provided where you are, but I've seen similar things over here (Spain) before COVID-19. There may be difficulties to get the replacement piece(s) because of the situation we're in, but I think it'd go a long way if customers could get some details in what's going on with their machines.

Even if it's just "We're apologize, but we still haven't processed your machine because there are X others in front of it" or "We're waiting for the delivery of X piece(s) that need(s) to be replaced", at least it would be reassuring to know they haven't forgotten about it.

Other than waiting and trying to get in tough with them somehow I don't think there's much you can do. Maybe hit them up in Twitter if there's an account for your country, I doubt it'll expedite things but who knows.

If you don't mind my asking, what was the problem it had?

LauraHyde

Thank you Aphanic. The screen just went blank. We tried everything but they finally agreed it was a fault. From looking at this community board it looks like a common fault with the Aspire model. I'm so frustrated. Really poor customer service - even accepting the particular circumstances with Covid19

I agree that simple progress communication would go someway to help

aphanic

LauraHyde said:

The screen just went blank. We tried everything but they finally agreed it was a fault.

I see, I hope you can get to them and it doesn't take much more until you get it back, it was practically new. I've seen some reports of similar problems from people with various models, I wonder if they're related.