Aspire M5 arrived defective, but acer won't replace even though I have a warranty.

hopevb
hopevb Member Posts: 3 New User

I received my Acer Aspire M5 early February 2014 and immediately noticed that when I open the lid, the screen was separating from the cover right in the middle (right by the webcam). I sent it back after a few days of having it, and the "repair" was covered by warranty. However, it didn't come back repaired. I basically paid $20 for shipping for nothing. Annoyed by this, I talked to someone on the phone and they e-mailed me a free shipping label. But I don't want to send it back for 3 weeks for it to come back not fixed. I have finals and am a full time college student, I need my computer. If they couldn't fix this small thing the first time, why should I bother having them look at it again? All the guy on the phone could say was "we apologize for the inconvenience". I appreciate the apology but I feel like if I receive a defected laptop where the screen is coming OFF and it's getting worse every time I open it, and they didn't fix it the first time, I should receive a new one. However I was told that Acer didn't do that and that's why they offer repairs. But what good is a repair center if they can't fix a simple problem. I work in customer service and my mom works in a call center, so I have learned to not be a rude customer and yell at someone on the phone. But I am just so upset that my screen is literally separating from the cover and they won't do much. Yes I appreciate the free shipping label, but l feel that any other computer place would replace it considering it is a manufacturer problem, NOT a customer problem.

I know this isn't a place to vent, but I am just hoping someone from Acer sees this and makes a reply. I would also like to know if anyone has had any problems with their screen coming off of the cover or if Acer has ever sent someone a new computer. I just feel like that's not possible for a computer company to never send a replacement.

Answers

  • JackE
    JackE ACE Posts: 44,900 Trailblazer

    From whom was the machine purchased? Oftentimes, a retailer like Target has a 90-day merchandise return or exchange policy.

     

    Jack E/NJ

    Jack E/NJ

  • hopevb
    hopevb Member Posts: 3 New User

    Unforutnetly I purchesed it online from best buy (I tried to avoid buying from them though) and I brought it back to them before I sent it to Acer and they said they couldn't help me because it was from online. 

  • Inspiration101
    Inspiration101 Member Posts: 185 Mr. Fixit WiFi Icon

    http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800050014

     

    Presuming you are talking about Best Buy in the USA.

     

    I would return it and demand a refund.  Up to you though.

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Hope,

     

    I apologize for the frustration you have with the computer and the entire experience. I would like to assist in way I can and possibly have one of our Level 2 technician's contact you. Please feel free to private message me your contact information.

  • hopevb
    hopevb Member Posts: 3 New User

    Acer, 

     

    I can't thank you enough for actually replying to me through this forum, I honestly didn't think it would happen. 

     

    For those of you reading, the next day I received a call from Temple, TX on my phone and it was Cory from the tech center at Acer. I couldn't believe they actually went through their system to look up my phone number to personally call me. As you can see below, Cory left a response here but he didn't wait for me to reply with my information, he just got it himself!

     

    I called him back and we seemed to play phone tag so he sent me a kind e-mail. In short, he explained what the tech had looked at last time my computer was there, he asked me to send pictures of the laptop, and then he sent me an email with free overnight shipping there and back! He even attached a document of all the addresses of the FedEx centers closest to me. He said he would also include an extra ac adapter (which will be very convenient for my schooling!). 

     

    Cory never questioned me about what happened. He simply said "I will correct this for you if you give me a chance" which I thought was awesome and very sincere. 

     

    Overall, hearing from the Acer repair center instead of the 800 number was awesome and MUCH more productive. 

     

    Acer, thank you for hiring people like Cory who truly succeed at providing excellent customer service!

     

    -Hope

     

    p.s. fingers crossed it comes back fixed! (which I think it will Smiley Happy

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