Overall Rating:

1 out of 5

ACER Poor Customer Service, June 15, 2009
By joseph1120

"I have very bad experience with ACER with regards to their customer service
or technical support.

I bought a new desktop and use it for barely about 7 months then a problem
came up.

The problem was that the PC would hang halfway while using. Tried to
restart the pc and the screen went blank while the hardware is running.
Called up ACER and after trouble shooting, they decide to send an engineer
to repair. The engineer came and said that the contacts between the
graphics card and motherboard was oxidised. So he used an eraser and did
some rubbing. Well thankfully this works fine.

Unfortunately, the pc started to hang after 4 months of low usage. Called
up ACER and the customer service's attitude was poor. An appointment with
the engineer was made. The engineer came and said that motherboard had some
problems and decided to replace it. He tested it and it was fine and left.
But after one hour, the pc started to hang once again. Called up ACER and
they said that I should do a system restore back to factory settings and
suggested using the Alt F10. Too bad, the pc hangs halfway while doing it.
The customer service then said that the earliest appointment would be next
week. Therefore I have to wait for another week before an engineer came to
fix the problem.

The engineer came the next week and this time, he said that the motherboard
was faulty once again and replace it once again. He left and this time,
guess what. Oh the pc hangs again after one hour. Called up ACER again,
immediately they called up the engineer and said that the engineer would
call me later. The engineer called and asked about the problems, he said
not to bother about doing anything as the hard disk is faulty. And he would
come in the evening to change it. Evening came and he came to replace the
hard disk. Oh how great it was, I was thinking, this should fixed the
problem. OH MY GOD, the pc can only be used for one hour again. And the
customer service is closed for the day.

Called up ACER the next day, Saturday, and they arrange for the engineer to
come on Monday. So hopefully the engineer is going to fixed the problem once and for all.
Another engineer came and said that he would bring the pc back to the service centre to do the repair.
One week later, he brought back the pc and it was working fine. After 10 days, the pc hangs again.

My overall experience is terrible. Could you imagine how long I have to be
on the phone to solve this problem? How many times of happiness and sadness
that I have to go through? How many times do I have to call up ACER to fix
the problem? How many restarting and waiting of the pc do I have to do?
Just not sure, how long do ACER need to fix the problem? This is a total
waste of time and resources on both me and ACER. I think, they are just delaying the problem
and wait for the warranty to end.

My advise for all: Although ACER has got good value for money products and
relatively cheaper than others on the market. NEVER buy them as the
customer service and technical support is so much poorer as compared to
others.

A very disappointed ACER user..."

6 of 8 people found this review helpful.

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