Missing laptop - apalling customer service

Poppycock
Poppycock Member Posts: 1 New User
1st August I purchased a laptop via the Acer online store.
8th August I received an email saying it had been shipped.  DHL tracking shows various updates starting from 2nd August including that it was due for delivery 5th Aug, this was then changed to 11th August and is currently showing 12th August!  It is now 25th August.  I raised a support ticket with Acer asking where my laptop was.  they just kept saying they would escalte the order.  I spoke to DHL who said Acer needed to contact them as they couldn't find the package.  Acer say they are waiting for DHL to contact them.  Acer are not updating the ticket.  I have called Acer twice now and each time I am told the Manager is unavailable, they will get him to call me back.  Today I was told they have put a claim into DHL to recover the laptop.  I have still heard nothing from Acer about this only been told verbally, but as they have also told me the Manager would speak to me and call me back and nothing has happened i really don't believe them.  My argument is that they should either refund me the cost paid for the laptop or send a new one out whilst they sort out the claim with DHL.  Oh and they couldn't transfer me to the Complaints department as there is not number for them!!!! 

Absolute disgrace - have they ever head of Treating Customers Fairly?

Answers

  • JackE
    JackE ACE Posts: 45,080 Trailblazer
    We're not ACER employees or customer service reps on these forums. All we can suggest is to keep pushing DHL & the online store to resolve the issue.

    Jack E/NJ