ACER Warranty

blackbird98 · 12-01-2010 11:36am #1

Has anybody had any dealings with "Acer Warranty"?....it must be the worst in the world!!!

purchased a new desktop pc on 16th December, began setting it up on the 18th, it powered on once, then wouldn't power on again. Logged a call with Acer on the 18th, machine was collected on the 23rd, and delivered to AE Technology on the 24th. Despite phoning every 2nd day for an update, and being told the it is "in progress", I am none the wiser, except that I have been told the it is going to be replaced as a DOA, possibly within the next 5 working days!!!!!!

I will never, ever, buy an Acer machine again!!!!:mad:

manutd · 12-01-2010 12:40pm

blackbird98 wrote: »

Has anybody had any dealings with "Acer Warranty"?....it must be the worst in the world!!!

purchased a new desktop pc on 16th December, began setting it up on the 18th, it powered on once, then wouldn't power on again. Logged a call with Acer on the 18th, machine was collected on the 23rd, and delivered to AE Technology on the 24th. Despite phoning every 2nd day for an update, and being told the it is "in progress", I am none the wiser, except that I have been told the it is going to be replaced as a DOA, possibly within the next 5 working days!!!!!!

I will never, ever, buy an Acer machine again!!!!:mad:

I had no promblems with them before, and my i had dealing with them twice last year.

Lab_Mouse · 12-01-2010 1:12pm

Possibly you were just unlucky because of the christmas break and then the weather.

monkeypants · 12-01-2010 3:20pm

Where'd you buy it from? I'd be bringing it straight back to them.

aidan_walsh · 12-01-2010 4:34pm

Moved to Consumer Issues.

Slippin Jimmy · 12-01-2010 7:11pm

monkeypants wrote: »

Where'd you buy it from? I'd be bringing it straight back to them.

Quite interested to know this myself. Considering the desktop was so new, a retailer should just swap it around for you.

Antigone05 · 12-01-2010 11:55pm

Acer are quite strict on DOAs with retailers. usualy 14 days, very odd though, that a machine 2 days old would be exchanged for a new one..unless it was physical damage of course

Slippin Jimmy · 13-01-2010 12:16am

Antigone05 wrote: »

Acer are quite strict on DOAs with retailers. usualy 14 days, very odd though, that a machine 2 days old would be exchanged for a new one..unless it was physical damage of course

No not at all. If a machine is faulty it will generally be exchanged with 14-28 days depending on wgich retailer you buy from.

FunnyStuff · 13-01-2010 12:25am

Antigone is right, Acer are horrible to deal with. When faulty machine is returned to retailer for repair, it takes 6 days for all the relevant paperwork to be done and Acer to pick it up. So if you drop a machine to retailer on a friday for repair, bearing in mind they are closed for weekends, it is nearly two weeks before it is taken for repair.

Slippin Jimmy · 13-01-2010 12:42am

FunnyStuff wrote: »

Antigone is right, Acer are horrible to deal with. When faulty machine is returned to retailer for repair, it takes 6 days for all the relevant paperwork to be done and Acer to pick it up. So if you drop a machine to retailer on a friday for repair, bearing in mind they are closed for weekends, it is nearly two weeks before it is taken for repair.

The computer was only a couple of days old. Why would you send it for repair when a retailer will offer you an exchange instead???

blackbird98 · 13-01-2010 10:20am

Duffff-Man wrote: »

The computer was only a couple of days old. Why would you send it for repair when a retailer will offer you an exchange instead???

Unfortunately, it was purchased directly from a distributor.

Latest update from the distributor is a suggestion that I purchase another PC from them, and when the DOE is replaced, I should send it back, unopened, to them for a refund. Apparently the PC has a faulty front panel.

Rachel25 · 13-01-2010 10:36am

I would never trust anything any one from Acer says to you. I sent my lap top to be repaired on the 4th December and it was repaired and sent back to me on the 8th. I still have not received it and i have made at least 11 calls to their customer service and 2 emails. With regards the calls their customer service is a disgrace they have told me they are 'escalating the problem' every time i call and will not give me a straight answer as to where it is. Still waiting on a reply on the emails

I will Never buy Acer again and i will definetly not be recommending the product to any one. At the moment i dont think i will ever see my laptop again, and i am very annoyed with them.

mickoneill30 · 13-01-2010 10:40am

blackbird98 wrote: »

Unfortunately, it was purchased directly from a distributor.

If the distributer was in Ireland then your rights are the same as buying from a shop. I don't know what your rights are if the company is outside of Ireland. Its not much help to you now but handy to know for future ref.

http://www.consumerassociation.ie/rights_deliveries.html

blackbird98 · 13-01-2010 10:50am

mickoneill30 wrote: »

If the distributer was in Ireland then your rights are the same as buying from a shop. I don't know what your rights are if the company is outside of Ireland. Its not much help to you now but handy to know for future ref.

http://www.consumerassociation.ie/rights_deliveries.html

I must check that out, afaik, you do not have the same rights when purchasing from a distributor, as they, in theory, are not dealing with the end-user

foggy_lad · 13-01-2010 1:32pm

blackbird98 wrote: »

I must check that out, afaik, you do not have the same rights when purchasing from a distributor, as they, in theory, are not dealing with the end-user

if you bought the laptop as part of your business then you do not have the same statutory rights as an ordinary consumer and as you bought from a distributor this may well be the case.

Slippin Jimmy · 13-01-2010 6:06pm

Rachel25 wrote: »

I would never trust anything any one from Acer says to you. I sent my lap top to be repaired on the 4th December and it was repaired and sent back to me on the 8th. I still have not received it and i have made at least 11 calls to their customer service and 2 emails. With regards the calls their customer service is a disgrace they have told me they are 'escalating the problem' every time i call and will not give me a straight answer as to where it is. Still waiting on a reply on the emails

I will Never buy Acer again and i will definetly not be recommending the product to any one. At the moment i dont think i will ever see my laptop again, and i am very annoyed with them.

If they say they have sent it to you. Ask them for a tracking number so you can see where it is.

consultech · 14-01-2010 2:12am

I will never be buying an Acer again either.

I have an extremely faulty aspire laptop that cost me €1100, and has never worked properly. A completely faulty video card/screen is the main prob. It is currently in with AE for repair, having failed 3 weeks after being returned from a first time month-long stay with AE back in November.

AE won't field calls regarding Acer warranty jobs; that's up to Acer themselves, and they are dismal at it. I don't even know where I am going to stand regarding repair warranty if it fails again. My actual product warranty expires next month, so I could be left in the shit when it invariably fails again in the next couple of months.

Anyone know if your warranty is extended following repairs?

blackbird98 · 25-01-2010 1:44pm

latest update:

Having phoned them on 12th Jan, I was told that a replacement machine was authorised on 8th Jan and could expect delivery within 5 working days.

I phoned again today, and was told that it is in progress and no further update is available.

I then spoke to the supervisor, who told me that, as it takes 24 hours to obtain an update, to phone again tomorrow, and he will have an update for me.

I say it again, never, ever buy an Acer!!!!

blackbird98 · 25-01-2010 1:45pm

foggy_lad wrote: »

if you bought the laptop as part of your business then you do not have the same statutory rights as an ordinary consumer and as you bought from a distributor this may well be the case.

This is my understanding also

Lab_Mouse · 25-01-2010 8:13pm

I had originally suggested it could of been the bad weather but this is taking the piss!

blackbird98 · 26-01-2010 1:49pm

Phpned the supervisor today as arranged, he now tells me that the warranty repair company have authorised a replacement machine!! That's "authorised", not arranged!! I knew that over 2 weeks ago. Apparently the warranty repair company are AE Technology, up north somewhere, but the replacement will have to come from the UK.

That's all he knows, but will try to get a delivery date and phone me........I won't hold my breath!!!!

blackbird98 · 03-02-2010 12:32pm

Latest update from today, is we can expect a replacement machine within the next 10 - 15 working days

Let this be a warning to all of us - don't buy ACER!!!

blackbird98 · 23-02-2010 5:25pm

the saga continues................

I have now been told that since a comparable replacement machine is not available, they will refund me instead (this is after being told on 2 occasions that a replacement machine had been shipped!!!)

So I have since emailed all the information, purchase invoice, etc to them.

I then receive a letter requesting all the information which I have already sent!!!

hopefully, it will be sorted soon, but I won't hold my breath!!!!!

Head The Wall · 23-02-2010 7:34pm

At least you can buy a better spec and brand. Hopefully the refund won't take too long

consultech · 23-02-2010 11:51pm

My saga is still ongoing aswell. My (very expensive, but extremely faulty) Aspire laptop is back with Acer/A&E in Banbridge for the third time, having been away from me for over 2 months in total, and being returned broken last week after a month's absence.

This company is an absolute joke.

tommy21 · 24-02-2010 1:32am

After reading the above, I will stay well away from Acer and encourage others to do the same. Hope it works out.

TJJP · 24-02-2010 1:54am

OP hope you got sorted in the end.

+ 1 they suck though.... took three months for tv to return unrepaired only to go away for a further month.

You can trace a repair here http://www.acerwarranty.co.uk/ if you have a tracking number. Not great though.

Other contacts are:

AE Technologies
Unit 26 Scarva Road Industrial Estate
Banbridge
Northern Ireland
BT32 3QD

Tel.: +44 (0)870 803 4915
Tel: +44 (0)870 853 1000
Email: euro_mail@acer-euro.com

Only a shipping agent to Telford UK though it seems. Not much use for info on ongoing repairs.

Calling this number finally got things moving:

Acer Ireland 1800 927221 (UK call center)

I'd never buy from Acer again though.

consultech · 03-03-2010 5:19pm

consultech wrote: »

My saga is still ongoing aswell. My (very expensive, but extremely faulty) Aspire laptop is back with Acer/A&E in Banbridge for the third time, having been away from me for over 2 months in total, and being returned broken last week after a month's absence.

This company is an absolute joke.

Update:

WELL. After three times back for repair with A&E, a favour called in by my supplier's contact in Acer, and a threat of solicitor involvement on my part (whether he actually could've done anything or not) - I today received confirmation that my request for a replacement has been approved.

I finally felt vindicated; However the realisation that I would be receiving another Acer product soon set in.

A victory for the mean time at least...

ACER Warranty

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