ACER Complaint - ACER Vista Upgrade Redemption Fraud?
NEW YORK -- Acer doesn't take any responsibility for the Vista Upgrades that they pledged with the purchase of any of their laptops and PC's. Acer offered Vista upgrades for the cost of shipping when Vista was late to market and it was the big holiday sales season of 2006/7.
Acer is blaming Moduslink for all the Vista Express Upgrade problems and Moduslink wants nothing more to do with the program and is unreachable. Moduslink was unprepared to deal with the volume and this resulted in a substantial number of complaints.
If you talk to Micosoft they say talk to Acer. Though I get some comment from Microsoft that many other vendors that used Moduslink had unhappy customers.
The difficulty is that Acer who made the promise isn't honoring their promise when a subcontractor like Moduslink let's down their customers. I'm sure the lawyers have crafted all sorts ways to avoid liability, however this is a much bigger issue then the fine print or mechanics of how I was to receive the upgrade. In my opinion it was Acers sale and their responsibility, however they act and feel like Moduslink gives them some sort of deniability.
I suspect the whole problem is related to redemptions rates. No vendor expects everyone will redeem their right. There is good reason to suspect the redemption rates were higher that estimated and this resulted in not enough to go around.
Typically vendors create a number of hoops to jump through for redemption programs, so that many get exhausted by the process and fail to follow-through. The next time you look at any redemption, you should verify what sort of aggravations they'll demand from you and of course the reputation of the company offering it. You may jump through all the hoops only to find it was a huge waste of time. For example when Acer Reneged on the Vista Upgrade they offered me. These are good things to know before considering any redemption offer from this company.
In my case Moduslink sent me an email with my order number and advised it was shipped. They charged my credit card as well. So everything was in order June 15. Then I didn't get the shipment so I patiently waited. Then the next thing I get from Moduslink is an e-mail saying they are no longer involved in the Vista Upgrade program and I've been trying to get this fixed ever since. Moduslink is hiding, Acer is denying and I'm amazed that companies behave this way in North America. Now I really understand why Dell is so successful.
After my initial response to an e-mail support inquiry, I get a request for info from Acer, I have to dig up copies of everything I sent last winter, a time consuming effort. This was provided though it quickly became apparent that this was just another hoop to jump through. Then I received this message the day after the info was provided.
Dear xxxx xxxxxxx,
Thank you for contacting Acer America. I apologize for the delay in responding to your inquiry. We have received the requested information that you sent to another email tech. Unfortunately the Vista orders were filled on a first come first serve basis while supplies lasted. I understand your frustration with this matter however this offer for the upgrade has expired and cd's are no longer available to send. As you were billed for the shipping charges we will be happy to refund those shipping charges. We have forwarded your information to the appropriate personnel to start the refund process.
Acer America Email Technical Support
The reality here is that Acer has reneged and this is no different then steeling from their customers and hiding behind Moduslink. It is plainly greed and the belief that if they simply make it difficult enough and long enough a process then people will simply go away defeated and that their self serving bad behavior will be ignored.
Shame on Acer.