Customer service issue for moderators

dragaa
dragaa Member Posts: 5 New User
in 2013 Archives

I apologize as I saw no where else to post this, however I don't know where to go from here. I have sent an email to any acer rep I could locate. The email is as follows:

 

Hello,

I have a situation that has made me very uneasy and unhappy with my purchase. You may find it to be a small concern, but I find it to be the wrong way to handle customer relations.
 
I purchased a laptop from you guys on 8/06/13 (SNID: 333000588xx)
It is an Acer Aspire V3-772G-9653.
 
I received the product with a stuck/dead pixel on the display right out of the box, and the plastic cover on the speaker was bent up in the bottom right hand corner.
 
I contacted support and they offered to fix it as long as I paid one way shipping. I declined and was provided with a free shipping label.
 
I went to ship the product and to follow your instructions to cover my tail I had to pay $7.00 out of pocket for bubble wrap and packaging.
 
So, After receiving my nearly $1200 laptop, having it for 3 days, and sending it back, I have to out of pocket even more money for an issue on your end, and be without my product for up to 2 weeks.
 
I contacted phone support to discuss my displeasure, and we got absolutely nowhere. I even said "So you're okay with leaving it at the point that I am not pleased with Acer and the chances of me recommending an Acer product to anyone are slim to none?" And there was no response.
 
At this point the chances of me ever purchasing an Acer again product are zero. The chances of me telling everyone that my experience with Acer was quite negative within two weeks of my purchases - very high. 
 
Is this really the kind of image you guys want to portray? I hate to say it but I ignored the quite negative reputation Acer has for product quality and customer service -- I figured they were all isolated cases and I would be fine. I guess I was wrong.
Please, please don't make me feel stupid for purchasing an Acer product. Please tell me this isn't how you'd like customer relations to be handled.
 
Thank you for your time.
 
--
 
I want it to be known that I am a very understanding person and I do realize that stuck or dead pixels are a possibility on any display you purchase. I just think this could have been handled differently. Some kind of reinbursement, provided packaging, anything -- ANYTHING to save customer loyalty.
 
I'm just not sure where to go with this from this point.

 

Answers

  • Vince53
    Vince53 Member Posts: 805 Practitioner WiFi Icon

    Dragaa, I'm sorry that you're having this problem. Did you purchase your machine from a store or by mail? And can you tell us exactly what company or store you purchased it from?

     

    You referred to "an issue on your end." Could you tell us what the issue was?

  • dragaa
    dragaa Member Posts: 5 New User

    Purchased from newegg. 08/06/13 (Shipped to me)

     

    By "issue on your end" I mean sending me a laptop with a display with a dead/stuck pixel and bent speaker cover.

    Like I said I realize all displays have a chance of having a dead pixel. However, since I got unlucky I had to spend more money to send my less than a week old laptop back to you guys, and be without my laptop for up to another two weeks.

     

    I do appreciate your response very much, and I hate to be a complainer -- but I'd much rather be on my new laptop right now, and not out any extra money for a product that is supposed to be a higher end laptop. 

     

    I think I was just most appalled that the customer service rep. was satisfied ending the phone call knowing I'd stated that I'd likely not recommend nor purchase another Acer device. I feel there has to be something more you can do to uphold customer loyalty. Word of mouth and loyalty are two very powerful, underrated things.

     

    Again thank you very much for your response.

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    Sorry about your bad experience with Acer, these things happen sometimes. The key thing to remember is that the agent you were speaking to was just that, an agent. They still have their job whether you're happy or not so to  lot of them there's really not a whole lot at stake if you're unhappy.

     

    Truth be told, once the product has been shipped there's not much that can be done in terms of refunding shipping costs, etc... But if you're unhappy with an agent by all means ask to speak with a supervisor or (in the event you're speaking with an agent in India) an agent who speaks better English so that you can more easily understand. Once you have someone you can understand without issue you know you are talking to a higher authority based in North America. They are 100% the easiest people to work with out of any of the support lines I've dealth with, which in my line of work is actually quite significant. 

     

    I have not once in the many times I've dealt with them been dissatisfied. More often than not they take note of the agent's id who handled your case and (from what I'm told) prep them for retraining, or wish them the best of luck at McDonald's. Acer really does care about their reputation, as a company it's all you have.

     

    Another thing to remember is that if you are able to exchange an item in store it's usually better than dealing with repairs.

     

    Take care,
    ScottyC

     

     

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