Serious site problem

somnomania
somnomania Member Posts: 15 Troubleshooter
edited August 2023 in 2018 Archives
Boy, what a ride. I can't do live chat support because it requires a serial or SNID, and my laptop is well out of warranty. I'm not interested in getting on phone support unless it's the absolute last possible option. There's not a forum category for "the site is busted, what do I do". So, here's my problem.

I want to buy a new power cord. I want to buy it directly from Acer, because this one lasted me two and a half years, which at 12+ hours a day is pretty good, and the reviews on the comparable Amazon options all have enough negative reviews (along the lines of "stopped working after a week" or "worked but got super hot") that I don't want to bother. I've been trying for a couple of days to finalize my purchase from Acer, but I'm consistently getting this error message:

I've tried Chrome. I've tried Firefox. I've tried both but disabling my adblocker. I've tried a Chrome Incognito window. I've tried a Firefox Private window. I haven't tried IE because it's disabled on my system and if the site only works for purchases with IE I'm not sure I want to buy direct after all. Additionally, every time I hit the go button and then get the error, it's silently doing a charge and then immediate credit back from my bank account. I feel like I have to be missing something, but hopefully someone here can help.

Best Answer

  • JackE
    JackE ACE Posts: 45,080 Trailblazer
    Answer ✓
    You don't need a SNID to do a live chat. Just go to the us ACER store and click on the chat icon (red circle) on the left. https://store.acer.com/en-us/
    I've chatted twice with a rep today already. Firefox . Jack E/NJ



    Jack E/NJ

Answers

  • ewscos
    ewscos Member Posts: 2 New User
    Have you considered an authorized parts dealer for acer? http://www.cdsparts.com/ is one that carries acer parts...
  • JackE
    JackE ACE Posts: 45,080 Trailblazer
    Answer ✓
    You don't need a SNID to do a live chat. Just go to the us ACER store and click on the chat icon (red circle) on the left. https://store.acer.com/en-us/
    I've chatted twice with a rep today already. Firefox . Jack E/NJ



    Jack E/NJ

  • somnomania
    somnomania Member Posts: 15 Troubleshooter
    @ewscos I had not, but thank you for the link! The power cord they have for my model laptop is only 45w, and I can't figure out what my current one is, but it works out to slightly less money than direct from Acer, so it's definitely an option.
    @JackE It may just be because it's after hours now but I don't have that icon at that link. Right now, clicking the chat link near the top gives me the exact same hours popup that the "chat with an agent" link under support at the very bottom of the page, and I'm really not sure why they'd have two different chats available anyway. Chat with an agent required me to put in a serial or SNID.
  • somnomania
    somnomania Member Posts: 15 Troubleshooter
    It turns out there is in fact a different chat, which is silly. Agent said the problem was coming from either a card not authorized for online transactions, an incorrect billing address, or no funds available on the card, none of which were the case. I tried a backup card, got the same error message. Did a search in the meantime for what the correct wattage was that I need and found a totally different cord with fantastic reviews on Amazon for the same price as Acer but without the ludicrous $10 shipping, and really wasn't interested in calling Acer to make a purchase that way anyway. The computer's great, but the on-site prices aren't so hot, and my bank cards that work everywhere else don't work here, so bye, Acer!
  • JackE
    JackE ACE Posts: 45,080 Trailblazer
    @somnomania Yes, the two chat lines should be better distinguished on the same webpage. That recommendation has been made. On the CC rejection issue --- which I've also run into occasionally, have only been resolved for me with phone calls if I correctly entered its expiration date & signature ID number. One time, when I was trying to buy an ignition distributor from an autoparts website, it silently charged my account and then just as silently did NOT do an immediate credit back. But said there was a problem and the transaction couldn't complete. So I kept trying. 3 times on one CC. Twice on another. Frustrated, I picked up the phone. Good thing too. Cuz I learned that all 5 transactions were, in fact, complete despite the incomplete transaction website messages. The parts dealer then asked if I still wanted 5 distributors anyway. 8^0 Jack E/NJ     

    Jack E/NJ