Very Disappointing Warranty and Product Quality (Acer Swift)

cocoroso
cocoroso Member Posts: 2 New User
edited June 15 in Swift and Spin Series

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.

Answers

  • SemihB
    SemihB Member Posts: 141 Skilled Fixer WiFi Icon

    @cocoroso

    It would not be logical to blame Acer here. Because; Acer company makes an authorized service agreement with any subcontractor company in that region in all countries. Authorized services are not specific to Acer. The quality of subcontractor companies varies from country to country. The most common problems are as follows.

    • Misunderstanding,
    • Wrong explanation,
    • Wrong pronunciation,
    • Communication problems,
    • Subcontractor companies employing amateur staff due to low salaries of the employees.
    • Problems in not being able to form a professional team,

    There are many reasons such as.

    signature.jpg

    The biggest reason why the problems are not solvedis if someone who says there is a problem with the GPU says; If I change the case, will the problem be solved? That's the whole point! The concepts are different! We should not go off topic.