- Report: #678913
Complaint Review: Acer America - San Jose California
Reported By:
Ron -
Norwich, Connecticut, United States of America
Submitted:
Updated:
-
Author Not Confirmed
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Acer America
333 W San Carlos St #1500 San Jose, California, United States of America
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Acer America Failure to Repair Netbook Adequately San Jose, California
I purchased an Acer netbook (AOD250-1026) at a large retail store. I began having problems with the touch pad and wireless component about a year later. My first call to Acer customer service was resolved with my netbook being sent to the repair facility in TX. Since the technicians could not replicate my problem, they werely reloaded the OS and stated that all tests were good.A fewmonths later, my netbook started to show the same problems. I asked for a repair, but the customer support rep told me no repair would be attempted unless I reload my operating system again. Acting on good faith with Acer, I complied. About one month later, I began to see the same issues, only this time the failure was so bad that the hard drive failed and the OS would not even load up. I asked for another repair, but was told that since my warranty expired, I would have to pay for it. I stated that this problem had been ongoing for a while now and Acer agreed to a one time out of warranty repair at the second level of support. The hard drive was finally replaced and netbbok was "thoroughly retested". One month later my wireless component is again failing. Acer has repeatedly "reloaded my OS" as their excuse for a fix. I filed a complaint with the BBB.
While Acer has some very good customer support people at certain levels, overall their process is horrible. The main customer support rep at their HQ in San Jose, CA altered my description of events to the BBB in order to make their position seem plausible. This troubled me greatly! All I wanted was for my netbook to get the proper attention it needed, not band aid solutions that obviously did not work. I finally hit my last straw when the customer support rep at their HQ blamed me for installing "third party software" like Microsoft Officeand Google Chrome Browseras the potential cause of failure...
I do not recommend Acer for any customer support issues. Too bad, they do have some really good and well intentioned people, but they are out numbered by the incompetent ones...
1 Updates & Rebuttals
RonPerp
USAThe heavens have parted....
#2Author of original report
Tue, January 11, 2011
After listening to Acer customer service repeatedly tell me that there was nothing wrong with my netbook, I received the netbook today from their repair center and noted the following: Motherboard replaced, WIRELESS COMPONENT REPLACED, and CPU Fan replaced. Amazingly enough, even with "third party software" like Microsoft Office and Google Chrome browser, it still works (contrary to Loraine from customer service!). I am troubled by the fact that it took a report to the BBB and my constant harping to get this fix done... Customer beware! Don't let Acer Customer Service dictate how to "enforce" repair policies. HOLD THEM ACCOUNTABLE to their own standards!
