Acer S7 problems - awful customer service

kcirtapp
kcirtapp Member Posts: 10

Tinkerer

The motherboard of my Acer S7 (i7, 256GB model) gave out after one month of ownership.  I sent it in to Acer for repair.  The computer was not looked at for six days after they received it, and now has been "under repair" for almost two weeks.  They still can't tell me when I will get my computer back, they did tell me that they will ship it back to me over night instead of ground so that I get it a little faster.  They told me they were waiting for the parts, as the repair center is not at the same place as the parts center - go figure...

 

Considering this is a $1700 machine, one would expect somewhat better customer service, like expedited service or actually sending me a new one after the repairs drag on more than a few days. (The Microsoft store told me that's what they would do if I bought it there). Customer service at Acer has not been very helpful, though some of them were nice, and others were downright rude in the US customer service center.  One guy in India lied to me when I asked him to transfer me to a US technician, telling me that they were no longer working, though I knew they were as it was 4pm Central and they work at least until 5pm and eventually got transferred and talked to someone.

 

Anyway, anyone else had an experience like that?  This is certainly my first and last Acer, it seems that one needs another computer on stand-by when having an Acer.

 

I loved the computer while it worked, but not sure what I should do with it once it comes back if customer service is that unresponsive.

 

Any thought or input is appreciated.

 

Thanks,

 

Patrick

Answers

  • Alexxx
    Alexxx Member Posts: 2 New User

    My Acer s7 (i5 model) is under repair for 42 days at the moment, the service center can not replace the cooler due to the fact that not received the necessary parts. I have no idea when the laptop will be repaired, and no one can answer this question. I think that they will not be able to make repairs, simply can not for some reason. Service is not just awful, it is simply unacceptable for a serious company, and for premium products. I want to Acer drew attention to this problem, draw conclusions and punish those responsible. This is a big blow to the reputation of Acer. I was very disappointed, so expensive laptop and such a big problem.

  • kcirtapp
    kcirtapp Member Posts: 10

    Tinkerer

    So what did you do?  Did you buy another computer?  Are you going to sell this one once you get it back?

     

    I don't really trust them that they can fix it and that I will have a troubled computer forever.  Just feel kind of bad selling it to someone, it is like selling a lemon when selling your car, and the car company just ignores you though they know the car is a lemon.  Here it is even worse, they don't even know how to fix it, maybe they should send them to the country where they made them.

     

     

  • Alexxx
    Alexxx Member Posts: 2 New User

    I'm not doing anything right now. According to the laws of our country on a warranty repair, authorized repair centers have 45 days for the repair of broken products. After that, if the repairs are not made, I have the right to exchange item or refund. I will return the money and buy another laptop from another manufacturer. Why do I need a laptop that can not be repaired, a simple repair to replace the cooler, I'm not talking about more complex repairs. Shame on you Acer.

  • kcirtapp
    kcirtapp Member Posts: 10

    Tinkerer

    I want to update this post.  I was able to get a hold of corporate customer service, and the whole customer service experience changed 180 degrees.  I worked with Jennifer, and she was absolutely great, communicating and resolving the problem in a professional manner.  They sent me a new replacement computer and I received it overnight today.

  • fmcond
    fmcond Member Posts: 1 New User

    Hi, I am new here so hopefully this post is in the correct location. I have had an Acer S7 Ultrabook for about 2 months and the exact same thing has happened. The motherboard has failed. They have advised there are no spare parts for this computer in the country and can't give me an ETA for fixing it. They have also said they won't try to retrieve my information off the SSD, which is apparently part of the motherboard. 

    Seeing how I could go to the shop and buy a computer right now and get back working, I asked if they would give me a refund. Riley from Australian customer relations said I have no rights to request a refund and I will just have to sit and wait on my hands until they get around to fixing my computer.

    What can I do? Why does Acer have such terrible customer relations? This is obviously a common problem with the S7, so why wouldn't they have spare parts in stock? I have never owned an Acer before and I am extremely dissappointed as they are meant to be a quality company. 

     

     

     

  • jonstatt
    jonstatt Member Posts: 76 Troubleshooter

    A lot of these issues seem to stem from parts availability. There is something VERY wrong with Acer's parts distribution. It looks like they are putting every single manufacturing component output into new product and not building up the supplies for logistical distribution as spares and repairs.

     

    I ordered an extra power supply in the UK for my S7. It took almost 3 months to get it. The Acer official shop don't even list it so I ordered it from Acer's official nominated spare parts distributor and they thought about 10 weeks....it was more like 13. Rediculous!

     

     

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