They shipped it back without fixing it  |
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|  Recently we shipped an acer laptop back for repairs - we spent a few hours on the phone with acer tech support and they were unable to fix they issue over the phone (no surprise the hard drive was dying) So We were to ship it back to them
We shipped it back at OUR cost it was gone for almost 3 weeks and we got it back. Normally when a system comes back its in a different box, theres a packing slip saying what work was done on it and its fixed. This one came back in the exact same box...no packing slips...We turned it on tested it and sent it home with the customer because it didnt do the same thing (no os found).
A week later...Friday last week our customer comes in and says its doing the same thing plus its running extremely slow when it does finally find the OS. So i called Acer to ask why we didnt get a slip and why it wasnt fixed. The girl on the phone kept asking me what i wanted her to do...i kept telling her i wanted to know what they had done and why we hadnt gotten any information and she started telling me we could go through some trouble shooting right now like restoring to factory default.
I told her i couldnt do that the system would need to be backed up so information was not lost. She says the EXACT same thing again about needing to restore to factory default Again i said no it has to be backed up. A couple minutes later she says oh maybe you should baCK THE SYSTEM UP FIRST. I responded by saying thats exactly what i was telling you.
She started asking me again what i wanted her to do. I asked why it hadnt been repaired the first time - that it was a waste of our time and money to have waited that long to get a system back that wasnt repaired. She didnt answer the question just asked me what i expected her to do. I ended up getting frustrated and hanging up.
Have you ever had a computer sent back unfixed...or still having the same issue despite them saying they fixed it? Have you ever gotten frustrated and just hung up?
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 saundyl (4723)
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3 years ago
| | We've sent a few back before - this is the first time we've had an issue with them. i was just so frustrated and I got it working without them - we'll be shipping the part back that they didnt replace though. | | | |
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| 2. GardenGerty (35280)
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3 years ago
| |  I have had that issue with lawnmowers, does that count? It is frustrating, and I would have asked for management. This is why I do not buy ACER computers. Reviews of product and service come back lacking.
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| saundyl (4723)
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3 years ago
| | I really like the acer computers - they arent bad for the price one pays IF you get the higher end ones. If you go to staples, target etc and get the 300 dollar laptop you get what you pay for and its a cheap laptop.
The lawn mower counts! | | | |
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| 3. 4pawsx4 (774)
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3 years ago
| |  i had to cringe when i read that it was an acer brand laptop. i am not a fan of acer by any means. acer phone support people are the most arrogant idiotic people in the world. they act like they are being bothered by you when you call and they always want to take it back to the factory settings which doesnt always fix the problem. i would love to have their mini/baby laptop but if i had a problem with it, i'd hate having to call the company. you'd better believe if i sent an acer back to the company and they didnt fix it, i'd be sending it right back with a note telling them that it was not fixed the first time and i would appreciate if they would fix it this time. i dont know about some of these companies these days. they all sometimes appear to think that they already have your money as you did buy their product, now, any problems you have are on you. and they wonder why some american made products are junk? they should look at their phone personnel and tech support. thats proof right there that they are cheaply made products.
i've hung up on alot of companies like acer including kodak and dell for starters. i keep calling back until i get someone who will give me a decent solid honest and truthful answer or advice.
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| saundyl (4723)
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3 years ago
| | This is the very first time I've had a problem with their customer support - We sell acer laptops as well as a bunch of other brands - they do tend to be the ones people in this area go for however we bring in their higher end not their cheapies that are well cheap...
I think in the past 4 years we've sent 4 back for issues - one was an extended warranty issue with the child dumping koolaid on the keyboard and they replaced it no problem. This last one however sure made me mad they had it for 3 weeks sent it back without having done anything apparently (my co-worker called today) they didnt even make any comments about it in their system. If it hadnt been for the fact that the customer needed it back tomorrow i would have shipped it back..this way though we still ship the hard drive back and they will replace it. And its repaired to MY standards without me having to double check someone elses work. | | | |
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4.  General_Spacey (1157)
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3 years ago
| |  I would be asking for my money back about now.
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| saundyl (4723)
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3 years ago
| | most places dont have a 1 yr money back garauntee... | | | |
| General_Spacey (1157)
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3 years ago
| | If one of your local tv stations could get interested, especially since it came back in the same box. Here it is called a "consumer reporter."
I recently had bought a pc with Sams club extended service plan.
When Sams club service became a pain, I complained to the head of my nearest club.
I got my money refunded.
I guess that the extended warrenty helped me because more than one month went by; and; after 3 hard drives, 4 motherboards, 2 shipments of cracked ram; I appealed under Missouri's lemon law and won. | | | |
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5.  xtedaxcvg (2431)
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3 years ago
| |  Here in the Philippines almost all people who owns a computer knows how to troubleshoot it. If they don't know how to troubleshoot and fix their computer they know at least 2-3 people who does. I guess what you need to do is just back up all your files, boot to the windows disc, reformat your hard drive, and just reinstall windows. That's the best way to resolve this.
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| saundyl (4723)
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3 years ago
| | When servicing systems for other people....you have to do what they want to keep them happy. You cant just go oh well you have a warranty but we'll fix it here and all that if you arent authorized by the manufacturer to provide warranty service. Some brands we are others we are not.
If it was my own system id have just fixed it myself and not bothered shipping it. | | | |
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