Can't check case status on repair

emipark
emipark Member Posts: 9

Tinkerer

Booked my computer for repair it got there okay, I checked the status a few times and it just said 'under repair'. I tried checking it today and it says 'The entered ZipCode does not match the one in your RMA', I used the same saved form details that I used when checking it when it worked. Just what the hell? Anyone give me any advice or help?

Answers

  • kcirtapp
    kcirtapp Member Posts: 10

    Tinkerer

    Hi,

     

    The status on the computer does not update while they are working on it, mine has been under repair for two weeks now with no ending date.  Call the US number (254-298-4000), I was able to get little information from them, though not much.  Their repair center is disfunctional with the part inventory at a different place than the repair center.  Check out my other posts regarding awful customer service by Acer.  I will never ever buy any Acer products again.

     

    Patrick

  • emipark
    emipark Member Posts: 9

    Tinkerer

    Seriously? Two weeks? Oh my god. I sent in my HP pavillion for a repair a while ago now, they picked it up theirself and it was repaired quick, I didn't have to arrange for a UPS courier to come and pick it up for me. I can't believe what a poor service they provide. **bleep** it's going to take them longer to repair it than how long I've owned it for. This is preventing me from working, I can't wait any longer, **bleep** thing cost me over £500. Thanks for your reply.

  • emipark
    emipark Member Posts: 9

    Tinkerer

    Ah, I see they filter out the word that rhymes with 'ham' (add an 'n' on the end too). If only they spent more time on their customer service as opposed to filtering out harmless words. Geez...

  • kcirtapp
    kcirtapp Member Posts: 10

    Tinkerer

    I know, I had to pay for shipping to the repair facility, understanding mine is a $1700, one month old computer.  Opted for over night service so it would get there faster.  After they received it the next morning, they did not even look at the computer for six days, and since then, two weeks now and counting, it is under repair.  I talked to at least five people at Acer America so far during this ordeal, and no one really cared, some were at least nice, one was outright rude.  Stay away from Acer until they get their customer service under control, I know this was my first and last Acer. I think they have major issues at their facility, including people not knowing how to repair their high-end computers.

  • emipark
    emipark Member Posts: 9

    Tinkerer

    What country are you located in? I'm in the UK, I didn't have to pay for the shipping they gave me a ton of details including their UPS account number so I could arrange it myself. It only got delivered on the 22nd January, so I'm not sure if I'm just worrying over nothing seeing as how you've waited 3 weeks. I'm just worried because suddenly the case ID doesn't work anymore, which it did before so it leads me to think something happened to it, or worse, nothing has happened to it, just lost in abysess forever. I'd only used my laptop 1-2 weeks. Anyway, I'll update this thread if anything happens with my repair. Thank you.

  • kcirtapp
    kcirtapp Member Posts: 10

    Tinkerer

    I am in the US.  They have only one repair facility for the whole country in Texas, and their spare part warehouse is at a different location, at least that's what the customer service rep told me.  You seem to get a little better customer service than we in the US, at least they pay for the shipping.  They do pay for the return shipping here in the US, ground, but they have upgraded me to overnight as ground would add another 4 days or so.

  • emipark
    emipark Member Posts: 9

    Tinkerer

    Yes I think we do get better customer service as my laptop actually arrived today, although it would have been nice for them to tell me, they had my email and phone number, so in all including delivery, it took approx. 1 week. They had to replace the 'faulty' motherboard.

     

    I like how on the bottom of the paper is printed "As a valued customer we endeavor to ensure that you are fully satisfied with the service that you have received from our Service Centre during the repair of your product (etc)". But like I say they do not seem as bad as the US Acer repair centre. I hope your laptop gets fixed as soon as possible, I understand your frustration.

  • kcirtapp
    kcirtapp Member Posts: 10

    Tinkerer

    I am glad you got your computer back, one week seems reasonable to me including shipping time. Maybe I should have shipped it to the UK facility, it might have been faster... Mine has a motherboard problem as well.

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