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-   -   Claiming Acer Warranty Giving Me a Headache (http://www.erodov.com/forums/claiming-acer-warranty-giving-me-headache/49451.html)

chats 02-02-12 11:23 AM

Claiming Acer Warranty Giving Me a Headache
 
I went with a friend of mine, and we bought an Acer laptop at Reliance Digital on the 28th of October 2011. The laptop worked okayish for about a month, but towards the end of November-early December, it started giving problems. It wouldn't power on in the first go, and it wouldn't power on unless it was plugged into a power outlet.



I asked her to call Acer, but she was going on vacation in December, so she didn't bother getting it repaired. She took the laptop home with her, because it would power on once out of every 50 or so tries. She came back in mid-Jan, and the laptop doesn't power on at all now.

She asked me to help her get it fixed.



I called Acer around the 15-16th of Jan, and they told me that someone would be in touch with me in 24 hours. Turns out 24 hours means 24 "working hours", or 3 days.



So, 3 days later an engineer calls me, speaks to me for 2 minutes, tells me that some power supply component needs to be changed.He said he'd call for the part, and he'd have the laptop fixed in 5 working days.



5 working days later I call the engineers number only to be told the part will take a few more days.



2 days later I call the Acer support desk, and they tell me the ETA for the part is the 10th of Feb.



This means it'll take about a month for Acer to repair the laptop from the time I first called them.



And this for a laptop that's been bought only a few months back. (and not working for most of that time)



I told the tech support person that this was unacceptable, and I wanted the laptop repaired before the 1st. (This was around the 27th of Jan).

She told me that she couldn't help me. I asked to speak to her supervisor, but she said she couldn't transfer my call, and asked me to email them instead.



I called again, and this time the agent I spoke to was only too happy to transfer my call to another department, when I asked to be transferred to a supervisor.

I refused to get transferred to another department when I spoke to the next agent, and he tried to connect me with a supervisor, but the supervisor was "busy on another call." I said I've got all day to wait, and refused to hang up.

He tried to transfer me to the logistics department to track the part, but I wasn't interested in doing that.

Eventually I hung up, and a few seconds later a supervisor called me, heard me out, and said that the only way my complaint could be forwarded was if I sent an email to

acer.cc@intarvo.com



I emailed them 10 minutes later, on the 27th of Jan. A Friday. They're working on Saturday.

I emailed them again on Saturday.

On Tuesday afternoon I finally get a reply saying that my mail has been forwarded to the "concerned department".



It's 2 days later and I haven't heard anything back from them.



I really don't know what to do.

I wonder if Acer's really going to repair the laptop. And if they do, are they going to extend the warranty to cover up for this month since I complained?

They mention on their website that they aim to do repairs within 5 working days, and it's already almost 3 times that long for me.



How do I deal with this? The guys on the Acer helpline can't do anything besides listening to me and apologizing, and the email complaint system doesn't seem to be working either.



Help!

JD666 02-02-12 01:55 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
wow... Is there any link or anything on the global website? This should really be escalated to their global site for review... This is shoddy work..

BTW, did u check out any local acer service centres? Did you get the laptop checked there once atleast???

Chavez Ding 02-02-12 02:08 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
Quote:

Originally Posted by JD666 (Post 701673)
wow... Is there any link or anything on the global website? This should really be escalated to their global site for review... This is shoddy work..

BTW, did u check out any local acer service centres? Did you get the laptop checked there once atleast???

Acer has horrible reputation when it comes to after sales service all over the world, not just in India.

JD666 02-02-12 03:02 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
^^ +1 to that.. if you buy the laptop in delhi, you gotta go to one corner of delhi to get it serviced ( Lakshmi nagar or somewhere ).. Thats the only big deterrent against them..

chats 04-02-12 09:48 AM

Re: Claiming Acer Warranty Giving Me a Headache
 
Thanks for the replies and advice. And for taking the time to read my rant.

I haven't been to the local service centre. Acer told me they'd send someone home, so I didn't bother. At any rate, it's at the other end of town, and I'd have to take a day off work to go there. I'd have gone if that was what they'd initially told me. But after making me wait 20 days, they better send someone over to fix the damn thing.

I still haven't heard back from Acer.
I tried posting on Acer India's facebook wall, but my message was deleted 10 seconds after I posted.

I've written to W.S. Mukund, ex-M.D. Acer India, and am hoping he can help, even though he's now retired.
I spoke to Reliance Digital, and they said they'd help follow up on my complaint.


However, I'm not too hopeful. Acer just doesn't seem to be interested in after sales support.

chats 06-02-12 11:05 AM

Re: Claiming Acer Warranty Giving Me a Headache
 
I got a call from Acer today. They told me that they're replacing the laptop, and the new one should reach me in a few days.

They even said that they'd look into the call centre issue.

I am so relieved. And my friend is so happy. It was her birthday yesterday. She's had a tough year, and she was glad that something finally worked out for her.

Thanks everybody for reading my rants, and for your replies.

Arun.P 06-02-12 12:29 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
even mine i has same issue with my friend's acer 20 Full HD monitor , that the screen was not working due to full white screen got blank out....,

and i call the toll free number from service center and they gave me another number from Redington, and they keep excuse they will meet 24 hour or 3 to 5 day an week that they will promise to replacement new monitor, but it has been 2 week no responded and i bash, threat them to replacement it urgent ,or else i can file the consumer court and they got scared before not reponsed the issue and they came quick after 4 hour and got replacement it was very fast but pathetic around 2 week long time

cause i hate acer horrible from Redington service center where they keep delay late service issue

chats 08-02-12 02:49 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
The new laptop reached me this morning. I think someone fairly high up at the service center came over along with a technician to deliver it.
I was expecting a laptop of similar specs to the Athlon II laptop my friend had purchased. However, Acer gave her a current gen Core i3 based laptop with USB 3.0 and 3GB RAM (instead of 2GB in the original) as a replacement. The screen looked far nicer too, and the speakers seemed better as well.
I was surprised and my friend was extremely happy.

My sister's got an ~8 year old acer laptop that still works fairly well. It's got no battery life to speak off, but she's okay with using it as a desktop replacement. And now Acer goes and upgrades my friends laptop.
I'm not too happy about the time it took, but after this experience I'd definitely recommend Acer's to anyone contemplating buying a new laptop.

baba doga 08-02-12 02:54 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
good to hear. if you happened to come across any particularly helpful souls at acer, please share contact details..

JD666 08-02-12 04:07 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
^^ +1 to that!!

avi 09-02-12 12:24 AM

Quote:

Originally Posted by chats (Post 704305)
I was expecting a laptop of similar specs to the Athlon II laptop my friend had purchased. However, Acer gave her a current gen Core i3 based laptop with USB 3.0 and 3GB RAM (instead of 2GB in the original) as a replacement. The screen looked far nicer too, and the speakers seemed better as well.
I was surprised and my friend was extremely happy.

This is same everywhere actually. They give the current model which is near to the cost of original one. Atleast in Dell.

Acer has the worst service, lucky you got it sorted out. Anyways all ended well :)

Acer India 11-02-12 02:43 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
Quote:

Originally Posted by chats (Post 701637)
I went with a friend of mine, and we bought an Acer laptop at Reliance Digital on the 28th of October 2011. The laptop worked okayish for about a month, but towards the end of November-early December, it started giving problems. It wouldn't power on in the first go, and it wouldn't power on unless it was plugged into a power outlet.



I asked her to call Acer, but she was going on vacation in December, so she didn't bother getting it repaired. She took the laptop home with her, because it would power on once out of every 50 or so tries. She came back in mid-Jan, and the laptop doesn't power on at all now.

She asked me to help her get it fixed.



I called Acer around the 15-16th of Jan, and they told me that someone would be in touch with me in 24 hours. Turns out 24 hours means 24 "working hours", or 3 days.



So, 3 days later an engineer calls me, speaks to me for 2 minutes, tells me that some power supply component needs to be changed.He said he'd call for the part, and he'd have the laptop fixed in 5 working days.



5 working days later I call the engineers number only to be told the part will take a few more days.



2 days later I call the Acer support desk, and they tell me the ETA for the part is the 10th of Feb.



This means it'll take about a month for Acer to repair the laptop from the time I first called them.



And this for a laptop that's been bought only a few months back. (and not working for most of that time)



I told the tech support person that this was unacceptable, and I wanted the laptop repaired before the 1st. (This was around the 27th of Jan).

She told me that she couldn't help me. I asked to speak to her supervisor, but she said she couldn't transfer my call, and asked me to email them instead.



I called again, and this time the agent I spoke to was only too happy to transfer my call to another department, when I asked to be transferred to a supervisor.

I refused to get transferred to another department when I spoke to the next agent, and he tried to connect me with a supervisor, but the supervisor was "busy on another call." I said I've got all day to wait, and refused to hang up.

He tried to transfer me to the logistics department to track the part, but I wasn't interested in doing that.

Eventually I hung up, and a few seconds later a supervisor called me, heard me out, and said that the only way my complaint could be forwarded was if I sent an email to

acer.cc@intarvo.com



I emailed them 10 minutes later, on the 27th of Jan. A Friday. They're working on Saturday.

I emailed them again on Saturday.

On Tuesday afternoon I finally get a reply saying that my mail has been forwarded to the "concerned department".



It's 2 days later and I haven't heard anything back from them.



I really don't know what to do.

I wonder if Acer's really going to repair the laptop. And if they do, are they going to extend the warranty to cover up for this month since I complained?

They mention on their website that they aim to do repairs within 5 working days, and it's already almost 3 times that long for me.



How do I deal with this? The guys on the Acer helpline can't do anything besides listening to me and apologizing, and the email complaint system doesn't seem to be working either.


Help!

Hi,

We are sorry to hear about your bad experience. Can you please message your contact details and we will get in touch with you to help you resolve this issue.

Also, do consider joining our Official Facebook Page - Acer India | Facebook

avi 11-02-12 03:01 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
Quote:

Originally Posted by Acer India (Post 705544)

Also, do consider joining our Official Facebook Page - Acer India | Facebook

Quote:

Originally Posted by chats (Post 702450)
I still haven't heard back from Acer.
I tried posting on Acer India's facebook wall, but my message was deleted 10 seconds after I posted.


vijayninel 11-02-12 03:30 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
Please note that we have not verified that if member Acer India officially represents Acer India.

avi 11-02-12 03:33 PM

Re: Claiming Acer Warranty Giving Me a Headache
 
Could be a troll to get contact details for spamming :P

and also they haven't gone through entire thread, since OP had his problem solved.


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