Acer methodologically deprived me of my customer rights, one-by-one. PSA: Don't buy from them

kurkosdr
kurkosdr Member Posts: 11

Tinkerer

edited May 14 in Predator Laptops

Some weeks ago I made the mistake of buying an Acer Predator Helios 3D 15 SpatialLabs Edition from the Acer Store (UK). Normally, I buy laptops from better brands, but I was wooed by the SpatialLabs display after seeing it in a YouTube video.

My awful experience so far:

1) Laptop arrives with the DHL grey plastic bag opened and the carton box also opened ("void" sticker broken). Since I didn't know if it was Acer or DHL that opened the carton box, I decided to return and replace it. Result: Acer goes into foot-dragging mode, taking forever to answer messages (sometimes taking days), so the replacement laptop arrives just after the 14-day return period expires. So far, Acer has managed to successfully deprive me of my 14-day period as a result of their own foot-dragging. In other words, if the replacement laptop is also a dud, I won't be able to return it. Great.

2) I take delivery of the replacement laptop, and the first signs aren't encouraging: While the DHL grey plastic bag isn't opened this time, the carton box is opened ("void" sticker broken), just like before. So, it turns out Acer is sending open-box products as new... frickin' scam of a company. But since my 14-day return period is over, I decided to keep it (what other option did I have?)

3) I plug the laptop in and I notice a cluster of dead pixels at the bottom of the screen (definitely more than 5). Since my 14-day period is over, my only recourse is the DOA warranty. So, I open a case and attach a photo showing the cluster of dead pixels. I even circled it with red in the photo so they can see it for sure. A DPD man comes and picks it up (at whatever time was convenient to DPD, not to me), and the laptop goes for repair to a company called "Equinox Maintenance Ltd".

4) Some days later the laptop is returned to me, and they hadn't fixed anything! The report said "no dead pixels found"? How? Just... how? It's very visible at the bottom and I even provided a photo of it with the problem area circled in red. But I think I know how: By pretending there is no issue, they could turnaround the laptop in less than 3-days and technically be within the time limits of the DOA warranty, so they won't have to provide a replacement. So, Acer managed to screw me out of my DOA warranty too.

So, now I am sending the laptop back a second time. I doubt it will be fixed, there is no recourse on my part this time. In the rare case it does get fixed, I will essentially get a refurbished laptop (refurbished by whatever clueless tech at "Equinox Maintenance Ltd" gets their hands on it), not the brand-new factory-assembled laptop I paid for (and Acer pulled all the tricks to make sure they won't provide).

Also, the whole process is causing me anxiety, stress, and tons of wasted time.

So, here is a PSA: Just... avoid this company. Unless you want to experience how it feels to be bullied by a faceless company, just... don't. Not even the SpatialLabs display (which admittedly is neat in-person) is worth it.

Answers

  • kurkosdr
    kurkosdr Member Posts: 11

    Tinkerer

    BTW another issue I had with them: When you call them on the phone, most of the times they will pretend to not hear you so you have to message them (which allows them to do their foot-dragging).

  • Ingrid-Inactive
    Ingrid-Inactive Inactive Posts: 3,612

    Inactive

    Hello @kurkosdr,

    We sincerely apologize for the frustration you're experiencing and understand your concerns. At Acer Community, our aim is to foster peer-to-peer interactions where users support one another. While some Acer employees engage with the community when possible, the core essence remains peer-to-peer assistance.

    Regarding your recent product concern, if the item was purchased through the Acer store, it's standard practice for the product to be received with an intact seal. Dead pixels, can occasionally occur in electronic displays due to manufacturing variations. However, unless the issue is severe, it typically falls within acceptable industry standards.

    You mentioned sending the product again, and we appreciate your cooperation. Could you please share an image of the dead pixels via private message? While we're unable to directly access accounts, I'd be more than happy to escalate your case for further assistance.

    Best regards,

    Ingrid-Acer

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