Less than 6 weeks after I bought the Aspire ES1-511-C0DV-US laptop, the LCD broke for no apparent reason. Acer automatically refuses to honor the warranty because it is a screen issue. Apparently the screen is exceedingly fragile and cannot handle normal use. They lost a loyal customer on this one.
CLEVELAND, OHIO -- I have purchased Acer laptops for my wife, 2 sons, and myself over the past 5 years and have not had any trouble with them at all. I purchased the lower priced ones and have been very happy. They are great computers.
TEMPLE, TEXAS -- Never able to speak to a human and this is the second return of the computer I had one week! Service advice comes from techs from India and they are like robots! Temple Texas has had my laptop for 11 days since FedEx delivered it to them and when I call they say they cannot identify my phone number with the serial number. Advice, never buy Acer. Never buy Gateway and stay the heck out anything related to Texas!!!!
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?
PENNSYLVANIA -- I purchased an Acer Aspire 3680 laptop for a b-day gift for my son October, 2007. Within a month, the port where you plug in the charger would only connect intermittently, you would have to wiggle the port a little to get the power. Eventually, it just stopped connecting. I called tech support and they had me send it to them for a repair of the faulty port (shipped at my expense). It was shipped in Nov. 2007 and received back within 2 weeks. The port worked OK for about 4 months, started having to wiggle it again, then stopped connecting. I again called tech support and they said to ship it back and they would again repair it.
Now, 5 months later, and a month out of warranty, we had to wiggle, now no power. Even though it is the same problem 3 times in less than a year, I spoke with a tech, then they transferred me to a "level 2 tech", then they told me there was nothing they could do for me but sent me to customer care. Spoke with a rude woman named Frances (badge # ** - would not give me her name). When I explained that it was the SAME faulty part that has now broken 3 times, she told me we were being too rough with the port and it was our fault it was broken.
She offered to give me $100 discount off the $449 they are charging me to fix it, again, for the 3rd time in less than a year!!! Obviously, after reading all these complaints and their refusal to make good on faulty parts and reoccurring problems, I will never buy an Acer again. As soon as the warranty is up, they treat you like crap and take no responsibility.
The worst part is, when I asked Frances who I could speak to higher than her, a supervisor maybe, she snidely told me that she was the highest person in Acer that I will ever be able to talk to, no one higher than her takes any customer calls. She would only give me a name, but said he is the VP and not available to the customers. Very, very arrogant and rude. Now I am stuck with a 1 year old computer that I can't even use.
I purchased an Acer laptop on November 28th 2006. On December 29th, the monitor stopped displaying - it went completely blank. On January 6th, 2007 I shipped the machine to Acer Repair center. I received it back on January 19th. The monitored displayed properly, BUT the Data Fax Modem, DVD Drive, Synaptics Touchpad, and REALTEK Audio card were all not working. I must state that all four devices were working perfectly before I sent the laptop to the Repair center.
The Device Manager showed that each of those four had yellow "attention" exclamation marks by them. I called in the problem and Acer kindly agreed to pick up my laptop for return to the Repair center on January 22nd, 2007.
I received the laptop back on February 2nd with a letter saying that the Motherboard was replaced. Upon booting the machine for the first time, neither touchpad, audio card, modem nor DVD drive were working. I tested all four extensively, and they still don't work.
I downloaded drivers from the Acer website for the audio card and the modem. I could not find drivers for the DVD drive or the Touchpad. I disabled, uninstalled and reinstalled each device a few times, running the downloaded drivers for the audio card and modem. The Audio card has since started working, but the modem, touchpad and DVD drive still do not work.
Acer's response to my calling a third time for repair is that I need to send it back in. It makes no sense to send it back to the people who failed to repair it the first two times. The machine has been in their care more than its been in mine. The laptop is clearly defective and Acer wants me to send it back to them AGAIN! This computer and company have been a complete waste of my time and money.
I spent $682.00 for the laptop. A month later, I had to spend another $100 to ship it to the repair center. From all the shipping back and forth, the laptop now has scratches and other wear and tear marks that should not be on a 2 month old machine. Even though I spent $782 on this machine, I have not had the machine in my possession long enough to actually use it. So I'm out $782, but have gained nothing but frustration from my spending that money.
I just want a machine that works! NOT this same defective machine that they keep sending back to me. And if they send me a new machine that gives me any problems, I want my money refunded, including the $100 I spent to ship it to their repair center, completely refunded.
DON'T Purchase this item or any other Acer computer be it desk top or laptop. They are all equal trash trash from a trashy company. Trashy people don't even deserve such trash. Can I rate it less than one star if so a negative one million! It should be named annoying instead of Acer. All of the customer service reps were foreign and the accents were extremely thick and very hard to understand, spent hours on the phone. You have to pay for your own shipping to the company if you want your computer repaired. And then it comes back to you in worst shape than before you shipped it to them.
You would be wiser to just purchase a new computer as opposed to dealing with their horrid service. It is by far the worst experience I have ever had in my 53 years of life! ACER YOU SUCK! You are EVIL! Any company willing to sell an Acer is a bad company! My computer was just 8 months old when it was laid to rest! I could have got a better deal out of a cracker jack box. I feel like this was a gag gift.
TEMPLE, TEXAS -- I bought my daughter for college a top of the line Acer Aspire laptop. The first year, everything was good. Starting year two, things started to malfunction. First the camera (trip one), then the heat sink/fan (trip two). Since my extended warranty was about to run out, I wanted to have the left side USB ports replaced (not working) and DVD drive replaced. Trip three yielded a non-working USB ports upon return. Another round trip to install current drivers for the USB ports at ACER. They must think I am stupid. Another boot up, STILL yielded no USB. I suggested back on trip three that the motherboard needed replacement. Back to Texas again.
New motherboard this time and new battery. Thought I was done. Five days later-dead-nothing-nada. Back to Texas again. ANOTHER motherboard with new keyboard and battery. I have to be done now, right? 10 weeks without my laptop so far, and thousands of FEDEX miles traveled. I gave my delivery guy a big smile yesterday with my laptop in hand. NOW the battery will not charge. ACER tells me that the battery is NOT the problem.
I will TELL you the problem. ACER techs are sending out faulty machines without repairing them professionally. I had my lawyer draft a letter demanding a current top of the line new replacement laptop with the same features I had before. Let's see if ACER live up to their name and takes care of me and stand behind their products.