Well that would put me off getting or recommending one to anyone!
This is an email I've sent to Acer now that it's been over 5 weeks without my laptop. Man I'm angry! I've heard since then that ACER is consistently poor in their customer service and repairs.
I also tried to back up my PDA phone this morning on another laptop and lost all my calendar, contacts and task changes from the last 2 months! So I'm not sure what I'm meant to be doing today ;-)
To Whom it May Concern,
I have been an Acer customer for the past 2+ years. I am part of an organisation with over 1000 members and a number of IT specialists with a combined 50+ years of experience.
My laptop is crucial to my business and to my personal life, so I purchased an extended pickup & delivery warranty from Acer to avoid being without my laptop for an extended period of time. Unfortunately that is exactly what has happened.
I sent my Acer Travelmate in for repair over 5 weeks ago and since then have been repeatedly lied to, had promises made that were broken, been given email addresses that were incorrect and been hung up on.
In the last 2-3 weeks alone, I have spoken to Aris & Dan. I also spoke to Raymond who finally passed me on to a Team Leader, Joshua Groenestein. Joshua gave me his email address, which was an incorrect address.
I then spoke to Daniel, who hung up on me, and finally spoke to Scott who claimed to be a Team Leader and escalated my case to a higher level.
At this higher level I spoke to Daniel, and then to Andrew a number of times.
I spoke to Johnny on the 12th of June who promised to call me back at 12pm, but never did.
I then spoke to Frank at 3pm, who assured me my laptop was being worked on. I rang him back on the 13th of June for more information and nothing had changed.
I understand that waiting for the image was out of Acer's control. However I have been given the impression that the motherboard had been replaced, but then was found to be broken again when they finally received the image (network component was faulty).
I have been promised calls back and only occasionally have they occurred at all, very rarely in the timeframe they promised. I have been told that the laptop was currently being worked on, however the times and details were inconsistent. Frank told me had the authority to make a decision regarding sending me a replacement laptop, and then contradicted himself by saying he didn't have the authority. He then contradicted himself again by saying that he had the authority however wasn't going to make the decision.
I need my laptop back ASAP (preferably 3 weeks ago). I was told initially that it would take 10 working days. I understand that there have been some significant waiting times for the image, however I expected Acer to respond by helping me and providing me with a laptop in the interim at the very least to avoid inconvenience.
I have consulted with IT specialists within my organisation who have advised me that the service I am receiving is entirely unacceptable.
I need my laptop back, completely fixed, or a replacement laptop in the interim, or a brand new laptop due to the fact that my old one can't seem to be repaired in a reasonable time frame.
I also expect a complete refund of my warranty payment due to the incredibly poor warranty service I have experienced.
I am waiting for your response and prompt action. Sincerely,
Geoff Snook
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