I am extremely disappointed with the customer care service provided by Acer Computers. I received my computer back today after its second visit to the repair center. It would not start as there was no hard drive in it. The situation now is that myself and the technician at the local computer shop are 99% sure that the hard drive was in when it first went to be repaired now over a month ago.
Initially I bought the product from a reliable shop and within two months it started going into sleep mode. After this happened 3 times it did not start up at all. I took it back to the local shop where the technician informed me that it was a hardware problem and so would have to be returned to the manufacturers. He transferred my information off my hard drive onto another computer. I watched him replace the hard drive and seal the unit up again. I can remember the situation very well.
I tried to return the computer to Acer in early January. DHL did not turn up on the first scheduled day and did not call to explain why. I rearranged the pick up and the computer arrived with you on 14th January. I was told it would probably take a week to resolve. After two to two and half weeks, I emailed the customer service department. The email bounced. I tried again and after a week of not receiving a reply I tried to call. I have still not had a reply to my email.
The first time I called I was told Acer were waiting on spare parts and I should continue to wait. I called again a few days later and after getting fed up with the same phrases being read from a card I asked to speak to a manager who quickly decided that I shouldn't have been waiting for so long. He told me he would call me back within three days but when he did I was out and he did not leave a message on my machine.
I called again and was told that the computer would be back with me within 3 - 7 days. I asked why the manager had not called me back and it was it explained that he had. I left my mobile number this time and asked for the manager to call me back the next day - he did not.
The computer was returned from Acer last Thursday and still had the same problem. I called Acer again was told that nothing could be done other than send the computer back, the manager at the Indian call center told me the same so I finally insisted on being put onto someone else. I spoke to ** in Plymouth who seemed particularly disinterested in the situation.
She suggested, if I was not happy with the computer, I should take it back to the shop I bought it from. She said she would send details of how to get it back to Acer, which she did, and details of how to complain, which she did not. I returned her email asking for the email address of where to complain - not realizing it was the same email but she has still not replied.
I wrote my first letter of complaint and was told that I would hear from ** in ‘about 10 days'. I have also asked to speak to Ms. ** on the telephone but she is always too busy to speak with me. As I have said above I now have the computer back but not working. I phoned Acer to ask what the problem might be and they could not help. I had to go to the local computer shop to be told that the hard drive was missing. I rang Acer again, and spoke to ** again. She was again spoken to in a patronizing manner. She claimed must have been taken out when I took it to have the hard drive copied because the machine could not be tested properly because the hard drive was missing.
As I pointed out though if the machine had been tested properly on its first visit they would not have been able to test the machine and so either the hard drive was mislaid at their repair center or it was not tested properly the first time it was with them. I was told that they did not need the hard drive to test it properly but that raises the question as to why they needed it the first time but not the first. Is the testing inconsistent? There was no note of the hard drive being missing the first time it was with them.
My most recent conversation was with ** who stated that it was no longer their problem and they were no longer prepared to help with this matter. So I am left with a laptop and no hard drive. The local shop have scoured their place and there is no sign of the hard drive there. I think you would agree that the overall level of service has been very poor, not just from one area of the Acer business. I have repeatedly asked for help as I run a small business and this has caused a lot of extra time, expense and stress.
I have had to wait in on four occasions now from 9 - 5 each time for collections or deliveries from DHL. This means I have to cancel teaching work and so lose money. I have spent approximately 4 hours on the phone at different times which stops me getting on with paid work. I am struggling to do my work on a very old, slow computer which results in me spending more time on each piece of work and having to wait until 10 - 11 P.M. for this computer to be free for me to do my work.
I am always met with the same attitude that 'there is nothing you can do'. Well in my business that pathetic attitude does not hold water. There are things you could have done but chose not to. They could have arranged for a local company to supply me with a temporary computer, compensate for any inconvenience, replace the hard drive at no cost, or actually do what you say you will do in the first place. Please advise as to whether you think you will be able to help me in this matter. Thank you for your time. I look forward to your reply.
SAN JOSE, CALIFORNIA -- I purchased an Acer Aspire AS-5738PG laptop back in February 2010 and was very excited to upgrade to a newer laptop since I have been using a 3 year old machine and it was not cutting it. I received the laptop and unpacked everything and it looked good. Started it up and followed all the instructions to burn the recovery DVDs. Lucky I did so since the hard drive died within 2 weeks of use. I would typically put the machine into standby and I noticed a clicking noise every time it went into standby. Two weeks in and one day it just froze on me. I restarted it and that is when the hard drive started clicking a lot and the computer said "no hard drive found."
Prior to this happening, I also noticed the audio would stutter every so often. I had updated all of my drivers to the latest version according to the Acer website. I had even logged a service request for help regarding the issue and all they could tell me was to do a system restore. Okay, been there done that. I did some more research and found out that there was a Deferred Procedure Call (DPC) latency that would cause the audio to skip. This is typically due to poorly written drivers and so I was out of luck since I had updated everything per Acer tech support and performed a system restore. All they would tell me to do was to send in the computer to their repair depot.
So finally, with the hard drive dead and the audio stutter problem, I decided to try out their repair depot. I submitted my service request and they issued an RMA to me, but I had to pay for the shipping to the destination. Naturally, I was unhappy with this since this is all happening during the 1 year warranty period. But since I had no choice, I had to pay for the shipping. After waiting for a week or so, I received the laptop back and the hard drive had been replaced. Great. But still there was audio stuttering. To this day, there has not been a single driver update from 2010 despite the fact that there are obvious issues with the existing drivers.
My main complaint is that we the consumer are at the mercy of the laptop manufacturers to provide software/driver updates since drivers are usually customized to hardware, especially in laptop computers. Other companies like HP and Lenovo are much better at addressing driver issues. I realize that hardware faults do happen, but I am extremely disappointed that Acer apparently does not keep consumers updated with the latest drivers and/or BIOS updates to fix any issues. It seems innovation stops after the sale of the computer. I just want other consumers to be aware of the issue of manufacturer support of the machine driver-wise and how important that can be.
This Acer Aspire 5738PG has not lived up to my expectations of a dependable computer and I actually regret this purchase. I hope that my review will give others pause before buying an Acer machine. Hopefully the company will change its ways.
Acer's advertising campaigns punch line is "Life is busy, Acer make it easy". Well, in reality owning an Acer product is completely the reverse which goes like this "Life is easy, Acer makes it difficult." Acer's cheaper and good looking laptops are tempting, but please consider other factors like product Quality and Service. Here's my ordeal: I purchased an Acer Aspire 5920 Laptop, and in less than a month, 20 days to be exact, I started getting "memory failure" errors. I tested the RAM with memtest 86+ and found the ram to have defects.
I called the call center, and after three 45 minute calls which included being taken through the same diagnostics and being asked the same questions over and over again, I was refused a case ID as they were not convinced that there was a problem with the ram. The, technically clueless, advisors at the call center insisted that I take the laptop to the nearest service center (which happens to be very far from where I live) and have it checked by the technician and then have the technician call the call center with the results.
Despite the long commute involved, I took the laptop to the service center and guess what, in less than five minutes the technician comes to the reception and informs me that the RAM is defective and needs to be replaced. I am told it will take 2 to 3 days to have it fixed and will be contacted as soon as the job is done. So I leave the laptop at the service center, and wait for three days. On not hearing from the service center, I contact them only to be told that the replacement parts have not arrived from Acer and will take another 5 days. I wait 5 days and contact them again only to be told, that the parts have still not arrived and I need to wait another 2 days.
Two days later the same story, so I called Acer call center and after a whole lot of discussions and being transferred to several different people, I am told they will look into the matter and I will be contacted with the results, but nobody calls. I waited another 4 days and then contact the service center only to be told that the new replacement parts had arrived, "but were found to be defective" and had to be sent back and so I needed to wait another 5 days. Twenty five days have passed and I am still waiting for Acer to get their act together and come up with functioning spare parts.
Not only are brand new laptops fitted with defective parts, but even new replacement parts are also defective. Imagine the quality of hardware being used by Acer. All these problems, in the first month of operation, of a brand new laptop which functioned only for 20 days. Acer offers lower prices and better configurations at the cost of quality and service. I may have saved some money on the cost of the laptop, compared to other popular brands, but I am paying a much bigger price now.
If my ordeal does not convince you, go to Google and type "Acer sucks" and you can read many more similar experiences. YouTube even has videos of people smashing their Acer laptops, in frustration. I leave it to potential customers, considering purchasing a Acer product, to decide if they want to invest their hard earned money in sub-standard products from Acer. As for me, I will never ever buy an ACER product again.
Today, I decided that trying to get this desktop fixed by Acer is a lost cause. I've had a problem with this computer since purchasing it a year ago from Best Buy. This is my history with this product and I hope it is helpful to others. This computer was purchased on 6/29/07.
1) Within two months after purchase, the computer would power down and turn off and restart on its own. Then one day it powered down and would not come back on so I took it back to Best Buy on 8/24/07 for repair. After 15 days of purchase the computer cannot be exchanged at Best Buy so they sent it out to be fixed. The Motherboard and Power Supply were replaced.
2) After this last repair the computer began to freeze up, sounded very noisy and error messages began to appear. The computer was taken back to Best Buy on 9/15/07. Best Buy disassembled the unit and inspected it and "reloaded, restored, repaired" the software for the unit. 3) The computer then began to freeze up not too long after it came back. Sometimes it would freeze up immediately when turned on after getting to the welcome screen and other times I would be working on the computer and it would freeze up. On 11/2/07 I took the computer back to Best Buy. The hard drive was replaced.
4) A few weeks later the computer began to freeze up again and I lost internet connection. I decided to deal directly with Acer and contacted them by phone to relay this lengthy history. I sent the computer out via FedEx on my own dime because they wouldn't pay for it. They received the unit on 11/28/07. The computer came back two days later and the defective modem was replaced. Wasn't long after that I realized that the computer had the same problems. The holidays, life, work and everything else happened. I secured a laptop from work to use and pretty much gave up on it.
5) At the start of June 2008 I thought I would give it one last try before the warranty from Acer expired. The computer went out to Acer and came back on 7/3/08. The computer was turned on and immediately froze up. I contacted Acer immediately and they said that Best Buy needed to repair the hard drive and the problem was not with them. The customer service agent also said some pretty ridiculous and contradictory things.
In summary, Best Buy has less than mediocre customer service but I expected much more out of Acer. Besides the obvious of having a broken computer, there is a very long wait time to get through to customer service via telephone...in some cases 20-30 minutes. I requested to speak to a manager and the last representative I spoke to said that there are no managers available and just customer service reps available. A lot of personal time has been wasted trying to get a product working that was never really used.
Imagine having to take my computer to Best Buy each time, wait in line and describe the problem over and over again. Imagine having to tell the same story to Acer, over and over again, after being on hold for a long time. Imagine the frustration of just giving up after repeatedly expecting that the unit would be repaired.
I've decided to copy this complaint to any and every consumer blog that I can find. If Best Buy or Acer would like to resolve this problem they know how to find me just use your technology. Resolve at this point means a brand new computer which is nothing compared to my frustration. After I finish blogging I'll send a letter to both companies with all of the sites in which I've posted my complaints.
TEMPLE, TEXAS -- I purchased my Acer Aspire U5-620 on February 14th, 2015. Less than 2 months later the touch screen stopped working. First I went to the Acer website to see if I needed to update a driver or something - nothing - Acer support website is pretty much useless. I finally had to call Acer support organization in India and after having to call back at least 4 times, the only thing your support team can say is to "Restore" or Refresh" your computer and lose all your installed programs. When that doesn't work I'm told I have to send in my computer to get a driver updated. Really this is Acer Support's response => send us your computer so we can update a driver - come on.
Then I'm told I have to pack the computer as per your 4 pages of instructions. Seriously - all the other computer companies I have dealt with send you the box to ship it in so they can be assured it will arrive safely. In other words, they take responsibility for their products and actually want their customers to be satisfied and happy with their products.
Why doesn't Acer do that? Well I know why now. So Acer can blame their customers for damage they didn't do and charge them for repairs. I was told I didn't pack it properly and there is an "internal" crack in the LCD. I packed that computer exceeding Acer instructions using bubble wrap and Styrofoam but it's still my fault.
I had to pay $400.00 to repair a computer that I have had for less than 90 days because your internal driver cracked due to my not packing properly. This is just an Acer scam – sell poor quality products and make the consumer pay for any repairs regardless of whether you have owned the computer for 1 day or 1 year. Acer does not stand behind their product quality. Buyer Beware – if you have any problems with your Acer product (I guarantee you will); Acer will find a way to falsely claim “customer induced damage” and you will have to pay for any repairs.
TEMPLE, TEXAS -- Have you ever been burned by ACER when you bought their crappy products? If you have had to deal with their customer service and found it basically nonexistent? Well here's a heads up, especially if you live in the USA. But even if you don't live in the USA, but have SKYPE, Messenger or other ways to call around the world with your computer, call ** at ACER USA customer service at ** and complain to her personally. She probably won't answer, so leave a message but at least you will be getting your message across.
If that doesn't work you can always FAX her at ** and leave her a nice pile of complaints to read thru. And if you want to complain in person, their address is 1394 Elkhart Road, in Temple Texas. Another good avenue to complain is with the Federal Trade Commission in the USA. This is a government agency and with enough complaints, the FTC will come down on their ass and have the power to shut ACER down and/or possibly get you a refund. It's an easy, quick, fast complaint form to fill out online at www.FTC.gov.
Another one I would highly recommend is the Better Business Bureau in Temple Texas as they will attempt to get a resolution or refund for you. You can file with them online at email@example.com. Then at Complaintsboard.com you can add your complaint to the other 878 ACER complaints there. When you file a complaint there, all the other 878 complainers will see your complaints as well.
Then add your complaint to Customerservicescoreboard.com where out of 582 reviews, 538 are complaints. And there are other websites like CT watchdog, my3cents and notgoodenough.com. For USA electronic websites, there is Best Buy, Walmart, Target, Sam's Club, Radio Shack, Office Depot, Frys Electronics for starters. Just look for their website and Face Book pages and post there.
Run an Internet search for “ACER Complaints” and the list is endless and other websites to complain at. I have personally been complaining about ACER worldwide since 2012 to electronic vendor websites directly, ACER and vendor Face Book pages and have posted and messaged tens of thousands of their customers about their shitty products. As a result, their sales from 2012 to 2014, their sales have dropped $89 MILLION dollars in sales, so the word is getting out about their crappy products. Join me and let's drop them another $89 million this year.
TEMPLE, TEXAS -- Thinking buying an ACER computer? DON'T! If you are going to throw money away, throw it my way. I made the mistake of buying an ACER Aspire 722 Netbook and within 3-4 months, the case split and a piece fell out. Not only that but the keys stick, it's slow even with 2 GB RAM and the touch pad has a mind of its own. Some programs I get a flickering line that doesn't go away.
ACER will not back their warranty. When I called customer service, I got some East Indian guy that does his best to void your warranty starting with the case is not covered under warranty. Then he wants you to mail in your computer (at your expense) while they evaluate it for CID (customer induced damage) to void your warranty, but the excuses are endless.
I took it to a local repair shop and they said they would have to remove the screen and take the case apart which would void my warranty and recommended I contact ACER, which I did. I ended up contacting a corporate office in Texas and was given an email address of cicserviceops@tx.Acer.com where I addressed my issues with ACER. Not only did I get no response, when I emailed again, my mail was returned. They will make it impossible for you to have them honor their warranty. They will make you jump through every hoop imaginable to not honor their product. My computer guys also said that ACER was their #1 for repairs.
Another friend of mine had endless problems with her ACER also. I would HIGHLY recommend Samsung as they back their warranty 100%. On a personal experience, I sat on my new dual LCD camera and broke the lens. I called Samsung and they only asked for my serial number and said it was under warranty. NO OTHER questions asked. The sent out UPS to pick it up and it was repaired 100% within 10 days.
VIRGINIA -- I purchased my Aspire 5520 in Mar. 2008 from Walmart.com. From the very beginning I thought this was a very good laptop, very comparable to laptops from other vendors. In fact, since then I have purchased other Acer products including an Aspire one 532h, and have looked at upgrading my main monitor for desktop computer to an Acer 22". To this point now, my aspire has not given me any problems until yesterday, July 25. I have taken extra precautions since purchasing it to make sure that air vents aren't blocked and to make sure the main fan is clear of any dust.
When I went to turn my laptop on yesterday, all the normal lights came on, I heard the DVD drive spin up as normal, and then it went into this infinite reboot before the machine even posted. I took out the battery, and tried to boot with just the power cord, same thing. Unhooked power cord, and let it rest for a while, same thing. I looked the problem up on the internet, someone suggested to hold power button down for over 1 minute without battery or power cord. Still no joy. Pressed for time, I set the laptop aside and used my desktop to finish my work.
This morning, I decided to start taking out the electronics one by one, first hard drive, trying to reboot, but same thing. Removed the memory, same thing. Took out the wireless card, same thing. Modem and DVD drive, same thing. Since this motherboard has the built in nvidia 7000m, I have no way of testing it.
I have had laptops previous to this, one especially I was fond of, an Averatec. Small computer, but going strong now 6 years later. I have had my Aspire 5520 now for a little over two years, and now it is basically a paperweight. I know that in these tough economic times, public relations is crucial. People, as myself, look to customer feedback as to problems end users have with products, and which products are the best for your money. I have recommended Acer now to many people, as I have appreciated your products up till now. I need a product though that last for more than 2 years and 4 months.
I bought an Acer 6903G from Simplyacer on the 20.11.2009. The Hard Drive failed on the 19.12.2009. Because it was one day outside of their 28 day guarantee, Simplyacer were unable to help me, and I had to contact Acer Technical Support. I have spoken to five different staff members, none of which speak understandable English. Despite the fact that the laptop was only a month old, they refused to replace it and said that it had to go in for repair. I had to contact the Courier company myself (Acer paid for delivery charges) and pay £12 for packaging.
It was extremely difficult to communicate with Technical Support, due to the language barriers. Not only was it difficult for me to understand them, they were clearly having trouble understanding me, and what I was trying to tell them. I tried to explain that the laptop had been a Christmas Present and was only a month old, but this went unheard. When I asked how long it would take for them to return the machine to me, I was asked if I no longer wanted it repaired! Eventually, I was able to get out of them that it takes 5 working days for them to repair an item, as long as they hold the necessary items in stock.
When I asked if they hold spare hard drives in stock, I was asked if I wanted to purchase one! Being an IT Manager myself, I do know a few things about computers, and I have had enough experience with failed Hard Drives to know that it takes a few hours to replace them! Not 5 working days! It was apparently not possible for me to speak to either the technicians or customer complaints directly. In fact, Customer Complaints were only available via e-mail.
A week later, I was told that as the laptop had been manufactured in 2008, they were having to check if it was still covered by warranty, even though I had sent them my proof of purchase! Regardless of when the machine was made, it had ceased to perform a month after purchase, and this did not appear to be an issue to Acer. They seem more interested in the fact that the machine itself is over a year old. Not my problem, I'm afraid. Much as I loved the laptop itself, I am now very close to contacting Trading Standards and looking into getting my money back.
I have, on two occasions, had problems with Acer Laptops. The first experience was with my wife's laptop, the cd/DVD drive stopped functioning. Now mind you, I have been building and servicing computers since 1996. I did all the trouble shooting to verify in my mind that the problem was the drive. I called Acer Tech support and went through their steps (all the things I had already done) except for their final step... Restore the pc to its original factory settings... WIPE OUT THE HDD! Just a little excessive I thought so I said I would just send it in.
Well their first trouble shooting step at depot repair is to wipe out the hdd and restore to factory. Awesome, they deleted everything we put on just to find out they needed to replace the cd/DVD drive. My second experience wasn't any better. A customer brought me a laptop where the DVD portion of the cd/DVD drive worked but the cd didn't... Audio, data, even blank cds were not recognized. Again removed the drive and let Windows find it, same problem. Called Acer Support, asked to purchase a drive.
I was informed that the laptop was under warranty and they would send the drive if that was the problem. I again went through all their steps and again the last step was to wipe out the drive. I let the customer know and he said ABSOLUTELY NOT. Too many service documents and programs that risk being lost. I let Acer know this and that we were willing to purchase the drive at $140 just send it. I was told that Acer's policy is not to send out any parts unless the system has been restored to factory settings. End result... Customer purchased a good external drive for $60 and Acer lost a customer.
Acer should take a page out of Dell's Service Manual... When you send your laptop in to Dell, they tell you to remove your hard drive and battery. Acer could do that, insert a ready to go hard drive and find out that the cd/DVD drive was bad without having to delete everything. Poor ** user that isn't familiar with or know how to use backup and restore software!! And what if the drive quits working again after restoring?