Computing

Consumers Complain About Acer's After-Sales Service

Local media report that two Chinese consumers are created waves with petty complaints about unsatisfactory after-sales service they received from Acer.

One of the consumers, surnamed Qin, said that when his Acer laptop computer did not work properly, he called Acer's after-sales hotline offered on the maintenance card, but was told that the number did not exist. Later he learned that it was because Acer had relocated its after-sales department and only placed the telephone number changes on its website.

The other consumer, surnamed Ma, complained that his Acer mouse did not work well, but when he went to repair it at Acer, he was told by the after-sales department that they were not responsible for repairing it because he did not have a maintenance registration for the device.

According to the local media reports, Acer's PR Department has also given ambiguous replies when consumers consulted them about solutions, although they promise that they will try to provide a satisfactory answer within a short amount of time.

8 Comments

  1. Acer laptop has the bad quality and bad service. I bought a laptop in December 2006, this machine's hard drive did not work in August 2007. I sent it to US repair center using my mail cost. The repaired machine failed again just in the second day. I had to send it to the repair center for the second time repair. They do not want to reimburse my shipping cost, even the Warranty Document says they cover the mail-in cost.

  2. I bought the new samsung sgh-f330 hp in red in early march 2008. After using it for about 2 weeks, i started facing problems such as i had difficulty in receiving smses n incoming calls. I had been calling M1 every 3-5 days. M1 asked me to switch my network mode etc. However, it is only when i on-off my hp then all the msgs came flooding in. However, they are unable to solve my issues and thus pushed me to samsung. They advised me to call samsung hotline at 1800-7267864. After calling, i went down to the repair centre at Plaza Singapura, spoken to the SO-CALLED INCOMPETENT SUPERVISOR NAMED CHRISTOPHER. I told him the issues that i was facing AND CURRENTLY still facing, and requested for a 1-1 exchange as i only bght this phone 1month ago.

    Christopher asked me to fill a form, saying that he will help to expediete my case and that WITHIN 3 WORKING DAYS, i will receive a call from them. He even mentioned " IF YOU NEED TO SPEAK TO ME, JUST CALL 1800-7267864 AND MENTION MY NAME AND I WILL GET BACK TO YOU ". HOWEVER, AFTER 3 WORKING DAYS, THERE WASNT ANY CALLS AT ALL,thus i decided to call him on thurs 10th apr, i spoke to the CSO named JUDY,passed the msg to her and she promised that Christopher will get back to me by end of the day. I waited but to no avail.

    On Fri 11th apr, i decided to call in again requesting to speak to Christopher, i spoke to CSO JUDY, RIL, RACHAEL,as usual, they promised that Christopher will get back to me by day end. Disappointed, not even a single call. Just on friday, i called 6 TIMES, even spoken to the supervisor named LATFI,he said he had already put up the msg stating to call me ASAP but he does not know why Christopher did not call me. Thus, i asked by when will i be able to have an answer, Latfi said he COULdNT PROMISED as it depends on WHEN CHRISTOPHER WILL GET BACK TO ME.

    Being a loyal mobile user for 7 consequtive YEARS, this is the kind of service that i got. I had always supported Samsung pdts, even the new mp4-YPT10. Im really very upsetted and utterly disappointed by the kind of service i got. This is even the first time im facing problems with samsung mobile and sad to say that, being the first time, this is how samsung pushed me off.

    Im really utterly diasppointed with samsung. In addition, it is really unfair on the consumer side , asking them to keep waiting for an answer. I really wonder if ADEQUATE training was given to Christopher? Is Christopher really competent and efficient enough to oversee a shopfloor? Did samsung teach Christopher to provide consumers with such attitude? As a service personnel, let alone say a supervisor, i believe s/he must have the calibre. Christopher , being a supervisor, showed frustrations while handling my problems. How do you think a consumer at that point of time will feel?? Christopher simply made me realised IF i made the right choice in supporting Samsung pdts.

  3. I bought an Acer ferrary a little more then a year ago, I last the OS disc, so the laptop drive crashed once and I order a set of recovery discs from Acer, they sent me Norton ghost image instead of OS or an OEM disc and got charged.
    the ghost image disc worked once but again had the same problem which laptop won't boot normally and it complains about missing system 32 file which only can be find on original disc, I called Acer technical support department several times, wasted my time and put lots of charges on my cellphone bill, even sent tones of email but didn't get any results.
    Acer computers and customer support department really sucks,they don't have enough knowledge about computers. they just playing people around.
    Never buy from them again and I
    one go to hell.

  4. I am agree with all of you that Acer laptop has bad quality and the worst service anyway.
    I bought a Acer Aspire One in 2008 October 12th in Japan and it's hard driver didn't work any more in 2008 December 29th. After I put on power button, nothing displays on screen, I even didn't hear the sound of hard driver any more. I check it myself and figured hard driver's damage out.
    I can't remember how many times I had been calling to After-Sales Service per day but I always received only an automatic reply and always in busy state.
    For tired, I sent to them a mail and described my computer's state in specific but I've never received there reply.
    Frankly, never should by from them.

  5. acer's ahmedabad service station is very popular for their bad service in laptop.

    after three times they was not complete problems solution.
    acer is very bad for india
    jai ho hp.

  6. i have a problem on my acer leptop i have perchase it last month in the date of19th of april
    my leptop have hanged when i use on the net what should i do

  7. I bought lap top ( acer aspire Time line u M3 – 581T) from india (Karwar)on 23-jun-2012. there is one problem in display back side cover. i paid extra money(999 indian ruppes)for 3 yeares warrenty.
    sri lankan warrenty agent , metropolitan m centre. i found this details from internet. but i asked to repair my lap top from above your warrenty places, they says no warrenty in sri lanka. and they ask money for above repairs. pls give me the correct warrenty agent in sri lanka??? i'm unhappy about the acer warrenty agents.

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