Acer Complaint - Poor customer service and repair service
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 hard ware 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 Jo 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 realising 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 Melanie Knight in ‘about 10 days’. I have also asked to speak to Ms. Knight 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 Jo again. She was again spoken to in a patronising 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 Rick 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 there 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.