13
Jan
09

Boooo, Acer!

So here’s the story.

About 2 years ago, I bought a laptop. An Acer Aspire 5100 series laptop.

Af first the laptop was fine. It did great, oh, for about two months. The screen went out on it, and I had to send it back for repairs.

I was impressed. They got it, fixed it within 48 hours, and shipped it back. I thought it was a little odd that I had to pay to ship the laptop back in the first place, most companies cover shipping. But it was $25, and I got my laptop back quickly, so I didn’t complain.

But after a few months other stuff started going bad. The network card would drop out randomly, the screen would go to white and blue vertical stripes, the touchpad was wonky. I researched my problems and found out that Acer repair, more than not, is pretty touch and go. Most complaints I have read say that the laptop came back to the owner in worse shape than it was sent out.

So, I tried to deal with the problems. Never mind the fact I pair $800 for a laptop that was nothing short of a drama queen. I was able to check my email and use basic programs, so I was Ok.

One day I just got fed up. It’s an $800 product, and on top of that I paid an extra $100 for an extended guarantee. I went to the Consumerist to see if there were any other complaints, and my god, there were.

I was looking around on the Consumerist when I found instructions on how to create your own Executive Email Carpet Bomb. You find the PR reps address, and then the list of executives of the company. You look at the format of the email, and try to reconstruct the email addresses of the people you want to contact – namely, the higher ups.

So I did this. I sent out an email explaining how disappointed I was in Acer, etc.,etc. I honestly didn’t expect to hear anything from them. But none of the emails bounced, so I knew the emails had to go somewhere.

A week or so later I got a phone call. It was Acer, from their offices in Temple, TX. They offered to ship my laptop back, free of charge, and fix all the problems I had complained about.

I was ecstatic. Insanely happy. They had listened! The consumer would get good customer service! I packed up my laptop and sent it out as soon as I could. My sweet little laptop was going to go straight to a fancy senior tech and all my problems would be fixed!

But today I got a phone call. That they won’t be fixing my laptop, and they are shipping it back untouched.

Because of “water damage”. And the screen problem is caused by said liquid (which, let’s say, this problem has been going on for a year now. If it WAS liquid, I would think the problem would either escalate or go away, depending on what type of liquid it was)

Ok, I admit I clicked over into bitch mode. But I had my reasons.

I DON’T HAVE LIQUIDS AROUND MY LAPTOP. At all. And when I told her this she said (pretty snotty) that they “have pictures” and that “their employees don’t have liquids around the computer, so it wasn’t them.”

NO SHIT. She automatically assumes that I was blaming them, which I have huge troubles with, because at that point I was more than surprised, and blaming them wasn’t even in the realm of realistic. This actually offended me, and a lot.

Secondly, they NEVER SAID that this was work had to be covered by the warranty . I assumed that they were doing this out of the kindness of their hearts, because I had a horrible laptop and they had the resources and ability to right a situation that was wrong, so they were doing this. I guess I was really out of line there.

This pisses me off beyond all belief. Water? WTF? I have heard this excuse being used on a huge amount of people that send their laptops back into Acer. I almost choked on my drink (but don’t worry! I wasn’t around the computer) when she said “water damage”, because 1) there is no liquid in the computer and 2) this line from them is getting very, very old. I’ve heard it before, and I bet I’ll hear it again.

So now, I’m awaiting a call from “Travis”. I am seriously not going to be quiet on this one – if they right the situation, I will apologize and let people know that Acer actually listens to their customers. But if they try to send that laptop back to me with the line that it was “liquid” in the laptop, I swear to god I will be emailing and calling everyone within my power. I was promised that a senior tech would fix my laptop, and now I am being told that they aren’t going to touch it. I was told, in the original phone call, that they wanted to make me happy. And accusing me of doing something that I have no clue what actually happened is not scoring too high on the “happy” factor.

Do you know someone who has been treated badly by Acer?

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15 Responses to “Boooo, Acer!”


  1. 1 Melanie Redmond
    January 13, 2009 at 3:04 am

    You’ve got to be kidding. They’re really trying this? Pretty nervy, I must say.

    Basically, they misled you so that you would ship your laptop to them, at which point they could essentially say anything was wrong with it, as long as it was your fault.

    Outrageous. Sharpening my pencil, adding “Acer” to the “do not buy” list…

  2. 2 Alison (wooliewombat)
    January 13, 2009 at 3:07 am

    Thanks for your warning! I have been in the market for a laptop and was looking at Acer as a purchase. After reading about your problems Im now reconsidering another brand, forewarned is forearmed!

    regards Alison (aka wooliewombat- rav)

  3. 3 Melissa the PISSED
    January 13, 2009 at 3:23 am

    That is some Class A, fucked-up bullshit they are pulling.

    I will not be buying ANYTHING from these crooks.

    They sold a crap-product that should have been REPLACED.

    Water Damage my ass.

    I think I will wander over to http://www.ripoffreport.com to see who else has been fucked-over by these people.

    I HIGHLY doubt this is a lone incident.

  4. January 13, 2009 at 4:27 am

    Are you freaking serious? Good for you for not letting this go, what a crock.

  5. 5 Annika
    January 13, 2009 at 4:41 am

    I think it’s disgusting that they’re accusing you of causing water damage. They know you can’t prove otherwise. Pathetic customer service. Pathetic company.

  6. 6 Anabella
    January 13, 2009 at 4:42 am

    I am SO GLAD I did not buy an Acer laptop back when I was looking for one. I will never, ever, buy from them, and I’m going to tell everyone I know who IS looking to buy, to steer clear of them. What shoddy service. Good on you for sticking to your guns.

  7. January 13, 2009 at 4:51 am

    I thought it was pretty common knowledge that Acer products are crap.

    I bought an Acer desktop system in 1998. It was a touchy pain in the rear the year it was in my dorm room, but less than a week after the year-long warranty ended, the monitor’s cathode ray tube quit. I’m reasonably handy and kept the rest of the system limping along until 2002, but the only component that wasn’t a complete waste of material was the flatbed scanner. I used that until the plastic casing wore out from fatigue (and replaced it with a ScanMaker).

  8. 8 Yet Another Sarah
    January 13, 2009 at 5:40 am

    Lame! What bullshit.

    I’ve been looking at new computers, as my current computer is on its last legs, and have been eyeballing the Acers because the low price was so appealing. But this? This makes me absolutely determined to *not* buy an Acer. Apparently you get what you pay for, which is jack shit.

    I think I’ll be telling my friends and family, as well.

  9. 9 Lily
    January 13, 2009 at 8:53 pm

    Thank you for the warning!

    My brother has been thinking of buying me a laptop, and mentioned a deal on an Acer. This makes an easy decision to avoid them like the plague!

  10. January 13, 2009 at 9:07 pm

    I have a friend who they did the SAME thing to. It was a display issue, and after shipping it back to the company, they said they had “evidence of water damage.” WTF? They must be too lazy or unoriginal to come up with a new excuse.

    Don’t let this one go. There is nothing worse than a company who sells a product and refuses to take responsibility for it. Fleecing consumers while the CEOs rake in the profits. And as someone else said above, I’ve penciled in Acer as one company not to buy from. FFS you bought the extended warranty! When I bought AppleCare for my iBook, believe me it took care of EVERYTHING! So Acer? Customer service, u’r doin it wrong!

  11. 11 Erica
    January 13, 2009 at 10:19 pm

    Complain to the Better Business Bureau. Take the contents of your blog entry, go to the BBB website, find the correct office to send it to, and send it to them. I have had great results both times I have complained to them about lousy electronic support/warranties, and within a month both times as well.

  12. 12 LibellulaBlu
    January 14, 2009 at 10:16 pm

    Wow, I’m definitely going to pass this story along to my network administrator. We order about 40 laptops a year through CDW and last year he really was in love with the Acers. Hopefully we don’t get hosed with bad product like you did. I approve all purchase orders and will definitely not be approving any Acer purchases this coming year if this is how they treat their customers and try to duck responsibility for faulty products.

  13. 13 Byde
    January 15, 2009 at 1:01 am

    Oh man, every Acer I have ever touched has been shit. I’m not surprised that their service is also shit. I’m so sorry you are having to deal with this. I hope they get their act together.

    Oh, and by the way, it’s easy to fake water damage (on the strip that tells them if it has happened) or create water damage, if they, say, didn’t want to fix it and needed an excuse not to.

    My Dell got a whole jelly jar of iced tea dumped on it and the water didn’t effect it all. I won’t be heartbroken if they won’t fix it if something goes wrong in the future, but they did a great job of sealing this puppy.

    Also, I work with a variety of laptops, and the problems you are describing are atypical of water damage. My guess is motherboard.


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An always interesting but sometimes random blog of a 20-something just trying to save money in Cincinnati, Ohio. I am also a wanna-be foodie on a budget.

Likes: cats, pink alcoholic drinks, my KitchenAid mixer, knitting.
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About Me

An always interesting but sometimes foul-mouthed blog of a 20-something just trying to save money in Cincinnati, Ohio.

Likes: cats, pink alcoholic drinks, my KitchenAid mixer, knitting.
Dislikes: Our health care system, celery.

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