Very Disappointing Warranty and Product Quality

cocoroso
cocoroso Member Posts: 1 New User

I bought Acer Swift in Nov. 2023 in Korea and here is short version of my expereince with Acer C/S.

In March, the laptop started having a charging problem so went to Acer Thailand customer centerand they diagnosed the problem with MB burnt and the charger circuit was broken inside, which I did not do anything wrong.

Acer Thailand Customer center diagnosis and customer service;

  • told that the MB was burnt due to unknwon reason.
  • the receptionist lady wrote the quotation with pen, which was about 18,000 baht in total
  • I asked engineer disagnosis report and official quotation then the reception lady told me that they could not give today and asked me to come back, but I did not want to go back so I exchanged email address with her.
  • after about 2 days waiting I still could not receive so I sent 2 emails, but the email address did not exist so i had to visit again, but the lady was on holiday so another receptionist took care of me and I explained what happened and asked for quotation and engineer diagnosis.
  • After about 30 minutes waiting, i could receive them, but the quotation price was different that was about 22,000 ~ 23,000 baht in total.

Acer Thailand Customer center problems;

  • Could not receive engineer report on the spot with unreasonable excuses
  • The reception lady did not send me the quotation and engineer report.
  • they gave me the wrong email address
  • Quotation prices were different
  • Later, I got to know that MB warranty is 2 years, but they did tell me it is 1 year and this is why they asked me to pay.

Therefore, I could not get my laptop fixed and came back to Korea.

Acer Korea Customer center diagnosis and customer service;

  • they said MB burnt due to customer's misuse so I said how I could misuse with the Acer charger and Acer laptop? all Circuit have Ground in it so if the circuit receive or have any E-spark the excessive current goes to Ground not to damage the circuit. so if the MB was burnt it was due ot the product problem, not due to my misuse.
  • They said no without proper reasons and told me to pay for new MB if I want to fix.
  • I rejected and complained as well as ask for official diagnosis reporto for me to be able to contact Acer global H/Q so the engineer agreed to check carefully again.
  • Waited for about 4 days, but no contact so I called them again - found my engineer and discussed. after some talks got to realized that he did not check my laptop carefully, but he said again I have to pay.
  • I rejected strongly and complained a lot then the Engineer agreed to re-check and report to his boss.
  • on the same day, the engineer called me saying that MB warranty is 2 years so they could apply the warranty.. - WTF?
  • got my laptop fixed and checked with external mouse connected.
  • After 1 week later, I tried to use the laptop with embedded mouse, but the mouse did not work at all.
  • Sent an email asking about this, but have not received any response for 4 biz days.

What a surprising customer service and product quality.

I would boycott Acer product and you should boycott as well if you don't want the same experience or problem as me.