Costumer Service? Or better "planned obsolescence" No help? Really ACER??!!

disappointed12
disappointed12 Member Posts: 6

Tinkerer

edited May 2021 in Nitro Gaming

Is it even legal to have customer service that is so bad? Disgusting service. The page for requesting a repair doesn't work (I tried literally 100 times since yesterday - and that's not the first time I have this problem!). The people on the phone just hung up on you. This is now the third time that I need a repair because all other times my problem has not been resolved. Now I can't even reach the consumer service. Is that planned on your site? So that my warranty runs out and I have to pay for it myself? I work in customer service myself and I would get fired for the stuff that ACER is doing! I want that my problem will be resolved. I know the ACER Community is not there for customer service BUT WHAT ARE YOU SUPPOSED TO DO when customer service is obviously not working. I probably won't buy an acer again and will advice anyone I know not to, if you can't be sure that your laptop for 400 euros is only working for a year until it fails and you can't get any help!!! I am so disappointed, which is a shame as I really liked my laptop! Is there please someone who can help? I am sick of having those problems with acer and wonder if I can take legal actions as this is not normal!! As you can see, asking questions is not only a complaint!! And Please don’t come around and tell me that this is not the place for my problem! There is no other place on your homepage or “costumer service” (if you can even call it like that -  I would expect differently from a computer manufacturer) 

Answers

  • batmalin
    batmalin Member Posts: 4,231 Guru
    Wait for some of the mods or someone from Acer to see your post, as the rest of us (I mean all of the members including the ACE ones) are users like you.
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • disappointed12
    disappointed12 Member Posts: 6

    Tinkerer

    Oh I will batmalin :D There is literally nothing else I can do...
  • StevenGen
    StevenGen ACE Posts: 12,508 Trailblazer
    edited May 2021

    Is it even legal to have customer service that is so bad? Disgusting service. The page for requesting a repair doesn't work (I tried literally 100 times since yesterday - and that's not the first time I have this problem!). The people on the phone just hung up on you. This is now the third time that I need a repair because all other times my problem has not been resolved. Now I can't even reach the consumer service. Is that planned on your site? So that my warranty runs out and I have to pay for it myself? I work in customer service myself and I would get fired for the stuff that ACER is doing! I want that my problem will be resolved. I know the ACER Community is not there for customer service BUT WHAT ARE YOU SUPPOSED TO DO when customer service is obviously not working. I probably won't buy an acer again and will advice anyone I know not to, if you can't be sure that your laptop for 400 euros is only working for a year until it fails and you can't get any help!!! I am so disappointed, which is a shame as I really liked my laptop! Is there please someone who can help? I am sick of having those problems with acer and wonder if I can take legal actions as this is not normal!! As you can see, asking questions is not only a complaint!! And Please don’t come around and tell me that this is not the place for my problem! There is no other place on your homepage or “costumer service” (if you can even call it like that -  I would expect differently from a computer manufacturer) 


     First of all what region are your from? As and if you are in a region where Acer is not represented and/or you need to call another region then  then you could have problems. Please list where you are from as you contacting Acer is not the normal Acer protocol and should not be happening. 
  • disappointed12
    disappointed12 Member Posts: 6

    Tinkerer

    My region at the moment is: Spain, Barcelona, Cataluña. Acer is represented here as I have sent it to them twice without them resolving the issue. Unfortunately that is normal for acer.. I have troubles to contact them all the time. Which hasn't been the case when I was in Germany
  • disappointed12
    disappointed12 Member Posts: 6

    Tinkerer

    That should not be happening. I agree
  • Leostat
    Leostat ACE Posts: 3,043 Pathfinder
    What is the problem? I doubt it is something I will be able to help if it needs an rma, but I'd feel bad not even trying!
  • disappointed12
    disappointed12 Member Posts: 6

    Tinkerer

    Leostat said:
    What is the problem? I doubt it is something I will be able to help if it needs an rma, but I'd feel bad not even trying!
    I do understand why you are a honored member of the community @Leostat. Thank you very much for your comment. :) I don't know if you can help... One of the things that might help is attention to this post as this is negative PR for acer. I do not have any intention to harm their public presence, albeit I just wasted my whole morning (2,5 hours) to contact acer (attempt to submit a ticket for repair within warranty while I always end up on the 404 error page, calling them even though they not pick up, almost like they are my ex girlfriend who is ghosting me now) Hence, my desperate attempt to gain attention here. My las resort if you will.
  • disappointed12
    disappointed12 Member Posts: 6

    Tinkerer

    No one wants to help, what is this for a poor company and "costumer" service... no one picks up the help line, and page is still down. 
  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
    No one wants to help, what is this for a poor company and "costumer" service... no one picks up the help line, and page is still down. 
    I am very sorry to hear this disappointed12, sorry for all the inconveniences caused, but unfortunately, this is the Acer community and not a direct support line or escalations/complaints department. This community was designed as a peer to peer support one, meaning that users help other users like you or at least they try to help each other in finding the solution to problems mostly software (sometimes are hardware and upgrades recommendations, etc) but we don't have access to the systems the support team in the call center has so we cannot provide follow up to issues or cases like these, we are moderators and the moderator's job it to maintain the forum itself. In some instances, we might have a closer look at threads (case by case basis) and have them escalated to the correct department for follow up when it applies to do so and when is located in our region (our region is the U.S. and Canada), other than that we ask for users to get in contact with their local Acer support channels and ask for a superior or to be escalated accordingly. 

    I recommend you contacting us @: 91 414 24 14 * or  93 800 36 63 *
    https://es.answers.acer.com/app/chat/chat_launch/
    http://customercare.acer-euro.com/customerselfservice/CaseBooking.aspx?CID=ES&LID=SPA&OP=2
    http://customercare.acer-euro.com/customerselfservice/CaseBooking.aspx?CID=ES&LID=SPA&OP=1

    Thanks,
    Acer-Manny