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| NEVER BUY AN ACER | |
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| Topic Started: Jan 24 2008, 07:20 PM (1,205 Views) | |
| yr ROBOT crush | Jan 24 2008, 07:20 PM Post #1 |
Hostmaster General.
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My laptop caught FIRE a few months ago... while under warranty... after 2 months of screwing around with them... I finally had it fixed at "no" cost to me. I say "no" because not having a laptop costs me money with the podcast and with my dj'ing career etc. Anyhow, they fixed it after hassling me. Let's go to the future... well, now... the laptop does the same thing, but i catch it early. I call in, they say I'm out of warranty, but since I have physical burns, they'll cover it. So the day that I mail it in... I pop out the hard drive to get some important files. SURPRISE they have some foam thing that shows them the hard drive came out. I cant get it back in, so i fit it in the only way it would go. Turns out it was upside down and bent the pins... well thats all they needed to not fix it. They call me up and tell me it's MY fault it broke and if I don't send them $500, they will send it back to me un-repaired. This is especially ridiculous considering on the front page of microcenter's ad this week, the upgrade to my laptop is $379 bucks. Anyhow, so I ask for a supervisor... get one... and they say they'll review my file. A glimmer of hope, right? Wrong. She spent the day finding ways to not pay it too. They said the reason it, my laptop, overheated and burnt my legs... was... ready?... because I had it on my LAP and blocked the cooling vents. ARE YOU SERIOUS? I asked her if she realized how ridiculous that was... and she continued being rude (like everyone else I'd spoken too... I was actually hung up on while being calm). Anyhow, she argued about the hard drive, which I took fault for, and said they don't have to pay for that hard drive. I told her I took it out due to her malfunctioning product and I needed her to take care of it. She offered to cut $100 off the repair price but not fix it outright. I, of course, declined... I can buy a cheaper laptop... so she said she'll mail it back un-repaired. I hang up, fuming... then call back a bit later to try to get a level higher up... I got the same FIRST person I spoke to... the rude one. She says it doesn't go any higher up... but she can put me back through. I accept and she "accidentally" hangs up on me. I called back again... got a nice lady who put me back through. I got the same customer care rep as before who is mad at me now for some reason and is rude.... I tell her I want to speak to her supervisor, and she says she's the highest level I can talk to. I spent about a half hour arguing with her trying to get another level up. Seriously though, who do you complain to about their department? I even asked for the CEO. No dice... she gave me stiff scripted run around answers. Pissed me off more than I already was. So basically, this terrible company is mailing me back my broken laptop, and I'm SOL. Thanks Acer... You're the best. Anyhow, my point is: Don't buy anything from Acer... and if you feel like it... post this around, or link to robot40.com where I'll have it up in the news section. I kinda want them to "pay" for the shit they pulled. I'm going to post this all over the myspace and talk about it on the show and everything. I don't know what good it'll do about getting a new laptop, but I don't want d00dz and ladiez to buy a product that'll catch fire twice within the span of a year. |
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| yr ROBOT crush | Jan 25 2008, 05:20 PM Post #2 |
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Hostmaster General.
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They decided to repair my laptop at no cost to me. SHWEET. Still don't ever buy one 
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| yr ROBOT crush | Feb 21 2008, 02:41 PM Post #3 |
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Hostmaster General.
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Complaint to BBB, Atty Gen etc I would like to report my experiences with Acer, a computer and technologies company operating out of Temple Texas. The company's product, an Acer Aspire 5100, initially malfunctioned, resulting in the unit melting in on itself. Acer offered to repair the unit if I would pay to ship it to them. As the unit was under warranty, I felt it inappropriate for me to pay shipping and requested Acer hold themselves responsible and set up payment on my behalf. After many conversations, Acer finally agreed to pay shipping, yet took one month to comply with their agreement. After one month of repairs, I finally received my unit in working order. This unit worked properly for 3 months before the problem reoccurred. This incident caused physical burns on my legs due to the unit's excessive overheating. I contacted the company and requested assistance on January 19th and spoke to a representative in the lower call center at length about both incidents of overheating. They were initially concerned and expressed interest in my situation, and promised that I would be fully compensated for the loss of the malfunctioning laptop. A few days later, a representative called to ask a few questions about my situation. Their concern vanished immediately after I told them that I had not taken photographs of the burns or sought assistance from my physician. When another representative next contacted me, I was told that I was not eligible for protection or coverage because I had voided the warranty. I was informed that my claim, which was valid in our previous conversations, would no longer be honored because I had removed my hard drive to create backups of important files needed for my previous agreements with other individuals. It was initially offered that I could pay for the repairs, but the amount was higher than the value of the laptop itself. Upon further disagreement with the representative, they had offered to take $100 off of the repair cost. As my laptop had malfunctioned through no fault of my own, I declined their offer. At this point, I made multiple attempts to contact upper management at Acer, for several personnel in their Customer Service Department had been rude, abrasive, and insulting to me. In two conversations, I was told that nothing went higher than customer care, and any complaints made would be directed to that department. At that point, I had mentioned that I would be contacting the Better Business Bureau if the situation was not resolved. The next day, the representative called back to state that my unit would be repaired to working order, including the parts that I had been responsible for. The unit was returned to me in factory condition, and operated properly for almost 48 hours. At this point, I had acquired further contact information about their service staff and upper management from the Internet and attempted to take the matter higher than customer care. Upon doing so I was transferred again to customer care and spoke to a representative who resolved the matter quickly. However, the unit was returned to me two weeks later and functioned for less than 12 hours before the same problem occurred. Furthermore, I was guaranteed that the repairs were correct by a call center representative, and was advised to "leave it on for a couple of days" to see if it overheats. I did not follow this advice, and it overheated still. I feel that I have given Acer every opportunity to resolve this issue, and am now looking for further assistance in this matter. |
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| yr ROBOT crush | Mar 4 2008, 12:18 AM Post #4 |
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Hostmaster General.
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February 26, 2008 Better Business Bureau 2210 Washington Avenue Waco, TX 76701 RE: Case# 90120299 Bradley Makula Ms. Sue Johnson, Thank you for your recent inquiry on behalf of Mr. Makula. Acer America appreciates the Better Business Bureau's efforts to resolve consumer complaints and to promote communications between businesses and consumers. An Acer representative has contacted Mr. Makula regarding this matter. While his unit has been serviced for overheating in the past, this problem was once the result of airways being clogged with dust and hair. While inspecting Mr. Makula's unit, our technician also discovered physical damage that is not covered under warranty. While such damage usually carries a fee of $449, we did repair his unit at no cost. Mr. Makula has been informed that if his unit is currently experiencing technical issues, we will be happy to have it repaired under our 90 day repair warranty. I want to take this opportunity to emphasize that we at Acer stand behind our products. We are very proud of both our quality record and our service capabilities I hope this letter has satisfactorily addressed the Better Business Bureau's concerns. Thank you again for your inquiry and for providing Acer America with this opportunity to respond. If you have any additional questions, please don't hesitate to contact me. Best Regards, Mark A. Groveunder Vice President, Customer Service Acer Pan America |
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| yr ROBOT crush | Mar 4 2008, 12:18 AM Post #5 |
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Hostmaster General.
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This unit has overheated a total of 4 times, once causing a fire (and the unit melted in on itself), once burning my leg (supposedly caused by dust and hair, though this was mentioned after several excuses as to why they would not service the unit. This was a last ditch effort to not service the unit when it was no longer under the warranty, though with the injuries they decided to fix it after much hassle), the THIRD time the unit burnt up in less than one day. If I was confident in the repair technicians ability to repair my unit... that would be an acceptable resolution. However, as this is the FOURTH time they have had my unit for the exact same issue, I feel that the only course of action is to refund my purchase price, as well as refund me for the hours of cell phone time I've spent dealing with this issue. The unit being broken so frequently has also cost me money in blank cd's, DJ Gigs, and general inconvenience by having to carry a desktop pc to various locations to meet my personal commitments. This is unacceptable and I will not settle for less than my full refund and ample compensation regarding the cell phone and inability to use the laptop during my commitments. |
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| yr ROBOT crush | Mar 19 2008, 12:09 PM Post #6 |
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Hostmaster General.
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On March 17, 2008, the business provided the following information: March 13, 2008 Better Business Bureau 2210 Washington Ave Waco, Tx 76701 RE: Case# 90120299 Bradley Makula Ms. Sue Johnson, If Mr. Makula's unit is currently experiencing heat issues, we encourage him to contact us so we can have the unit inspected and restored to good working condition. While we are willing to remedy any hardware defect or technical issue his unit is experiencing under our 90 day repair warranty, we will not be able to issue a refund for the unit. I want to take this opportunity to emphasize that we at Acer stand behind our products. We are very proud of both our quality record and our service capabilities I hope this letter has satisfactorily addressed the Better Business Bureau's concerns. Thank you again for your inquiry and for providing Acer America with this opportunity to respond. If you have any additional questions, please don't hesitate to contact me. Best Regards, Mark A. Groveunder Vice President, Customer Service Acer Pan America |
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| yr ROBOT crush | Mar 19 2008, 12:18 PM Post #7 |
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Hostmaster General.
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Again, I have provided EVERY opportunity to the company to repair the unit. I have used so many minutes on my cell phone that the company disconnected service mid-month... an acceptable solution will only be a full refund, so I do not have to deal with this for a fifth time as well as compensation for the cell phone usage from the hours I've been on the phone with ACER, and the BBB. If appropriate resolution is not reached, this will become a legal matter in which I seek compensation for not only what I'm requesting now, but also for my physical injuries. This will be resolved to my satisfaction. I am not being overly demanding. I am requesting fair compensation for the problems this unit has repeatedly caused. |
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| yr ROBOT crush | Mar 19 2008, 12:20 PM Post #8 |
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Hostmaster General.
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http://aceristerrible.blogspot.com/ |
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