Monitor sent for repair under warranty- so many issues and delays, 2 months later I'm being ignored

gerbilfodder

Hi,

I contacted Acer for my monitor to be repaired under warranty, having contacted the retailer and being told this was the course of action to take. Acer claimed it had a 1-year warranty and was therefore not covered, where the retailer, manual, and all sites I checked say 2-year. The retailer told me to state this and keep doing so until Acer accepted the repair.

I finally had the request approved and returned the monitor. There have been massive delays, far greater than I'd expect even the pandemic to cause, and the time between the tracking being updated to "delivered" from the courier and hearing from Acer that they'd received it was huge, which was rather worrying.

I've chased this repair up so many times now that it's got to the point where, after leaving ample time (2 weeks) for a response to my last message and getting nothing, I've had to resort to signing up here in hopes of some advise. I haven't heard anything from Acer since the 9th of March now. I responded to that message 18 minutes after receiving it and have been completely ignored since, despite sending a further 4 messages, the first after waiting a full 2 weeks.

I returned a monitor with what appeared to be a manufacturing defect for repair/replacement under warranty and it seems to have vanished, with the company now refusing to even communicate with me. Accordingly to the courier tracking, it was received by Acer on 21st of January. The latest status online states:

"We are currently performing the repair on your product.

Our service team strives to return your repaired product within 7 to 10 days from the time we received it.

We will send you email when your repair is completed, and a second email once the product has shipped.

Last Updated On 2/1/2021 10:56:07 AM"

I assume this is the 1st of Feb, so it's now been 2 months, which far exceeds that 7-10 day expectation, and I still don't have any useful information regarding it.

I would be grateful for any assistance available.

Thanks!

gerbilfodder

Wow. Acer's customer service is one of the worst I've ever had the displeasure of dealing with. There have been huge delays between messages back from them and a blatant disregard for me as a customer. I still haven't managed to get much more detail from them. They claim the monitor was received damaged in a way which would void the warranty, and eventually sent a photograph which might be of the screen with a crack in it (it's too dark and blurry, and too close-up, to really tell). It left me undamaged, securely packaged, and was collected by Acer's courier, UPS, who won't deal with me as it wasn't my shipment. Acer ask me to respond to a quote or proposal which I've never received. They suggested at one point that I purchase an extended warranty to cover this damage, and there's been some mention of a return fee. I returned a monitor for repair under the manufacturer's warranty, and nothing had occurred which would void this before it left me, so my expectation is that I receive a working monitor or equivalent in return, whether Acer needs to claim from UPS in the meantime or otherwise. Why is this so hard for Acer's support to understand / acknowledge? It's been months. Sort it out.

If any other users have knowledge on what exactlyXXXXXXXXXXXX in this situation, could you please let me know? I'll do some research myself, but it'd be great to have some advice from other knowledgeable users. Thanks!

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