Complaint: Poor Service and Communication Regarding Return and Repair

lironui

I hope this message finds you well. I am writing to share my extremely disappointing experience with Acer's customer service in the UK regarding a recent return and repair request for one of your products.

Approximately 7 months ago, I purchased an Acer screen, which I was initially pleased with. However, I later discovered that it had developed more than 10 dead pixels, significantly impacting its functionality and performance.

I promptly raised a return request and was in contact with one of your agents named Rodney. Rodney assured me that he would arrange a collection for my screen to facilitate the necessary repairs. He also requested my availability for the collection, which I promptly provided.

Here's where the trouble began. Despite my confirmation that an early collection date would be suitable (and I have told him I would be available everyday), I received no response from Rodney for three days. It took several reminders before he finally replied, informing me that DPD would contact me directly to collect the parcel.

To my dismay, I waited patiently for nearly a week, and there were no emails, texts, or calls from DPD regarding the collection. Frustrated and concerned about the lack of progress, I reached out to Rodney once more, seeking clarification on the situation. His response was to, once again, ask for an available time slot for the collection.

I reiterated my preference for an expedited collection process, but alas, I have not received any further communication from Rodney.

This ordeal has left me thoroughly unsatisfied with Acer's customer service and the handling of my request. Not only has the product failed prematurely, but the communication and follow-up regarding its repair have been sorely lacking.

I hope that sharing my experience here will bring attention to these issues and help improve Acer's customer service processes. Customers should not have to endure such inconvenience and frustration when seeking assistance with faulty products.

Thank you for taking the time to read my complaint. I sincerely hope that Acer can rectify this situation promptly and prevent similar experiences for other customers in the future.

billsey

You sound like you are trying to talk to Acer… Be aware that Acer doesn't monitor the forums, except as required to police spam and such. Everyone else here is just other Acer users. You should send that to Acer through their support channels so the appropriate people will see it.

Ingrid-Inactive

Hello lironui,

We're sorry for the support experience you've had. As mentioned by billsey, our community operates on a peer-to-peer basis, which means users help another users. Although I can't access your account and help you directly, I will be happy to help escalating your issue.

I've sent you a private message asking for some information, please check your inbox, we also will ensure your feedback reaches the regional support team.

Best regards,

Acer-Ingrid