I would like to report my experiences with Acer, a computer and technologies company operating out of Temple Texas. The company's product, an Acer Aspire 5100, initially malfunctioned, resulting in the unit melting in on itself. Acer offered to repair the unit if I would pay to ship it to them. As the unit was under warranty, I felt it inappropriate for me to pay shipping and requested Acer hold themselves responsible and set up payment on my behalf. After many conversations, Acer finally agreed to pay shipping, yet took one month to comply with their agreement. After one month of repairs, I finally received my unit in working order.
This unit worked properly for 3 months before the problem reoccurred. This incident caused physical burns on my legs due to the unit's excessive overheating. I contacted the company and requested assistance on January 19th and spoke to a representative in the lower call center at length about both incidents of overheating. They were initially concerned and expressed interest in my situation, and promised that I would be fully compensated for the loss of the malfunctioning laptop. A few days later, a representative called to ask a few questions about my situation. Their concern vanished immediately after I told them that I had not taken photographs of the burns or sought assistance from my physician.
When another representative next contacted me, I was told that I was not eligible for protection or coverage because I had voided the warranty. I was informed that my claim, which was valid in our previous conversations, would no longer be honored because I had removed my hard drive to create backups of important files needed for my previous agreements with other individuals. It was initially offered that I could pay for the repairs, but the amount was higher than the value of the laptop itself. Upon further disagreement with the representative, they had offered to take $100 off of the repair cost. As my laptop had malfunctioned through no fault of my own, I declined their offer.
At this point, I made multiple attempts to contact upper management at Acer, for several personnel in their Customer Service Department had been rude, abrasive, and insulting to me. In two conversations, I was told that nothing went higher than customer care, and any complaints made would be directed to that department. At that point, I had mentioned that I would be contacting the Better Business Bureau if the situation was not resolved. The next day, the representative called back to state that my unit would be repaired to working order, including the parts that I had been responsible for.
The unit was returned to me in factory condition, and operated properly for almost 48 hours. At this point, I had acquired further contact information about their service staff and upper management from the Internet and attempted to take the matter higher than customer care. Upon doing so I was transferred again to customer care and spoke to a representative who resolved the matter quickly. However, the unit was returned to me two weeks later and functioned for less than 12 hours before the same problem occurred. Furthermore, I was guaranteed that the repairs were correct by a call center representative, and was advised to "leave it on for a couple of days" to see if it overheats. I did not follow this advice, and it overheated still.
I feel that I have given Acer every opportunity to resolve this issue, and am now looking for further assistance in this matter.
This unit worked properly for 3 months before the problem reoccurred. This incident caused physical burns on my legs due to the unit's excessive overheating. I contacted the company and requested assistance on January 19th and spoke to a representative in the lower call center at length about both incidents of overheating. They were initially concerned and expressed interest in my situation, and promised that I would be fully compensated for the loss of the malfunctioning laptop. A few days later, a representative called to ask a few questions about my situation. Their concern vanished immediately after I told them that I had not taken photographs of the burns or sought assistance from my physician.
When another representative next contacted me, I was told that I was not eligible for protection or coverage because I had voided the warranty. I was informed that my claim, which was valid in our previous conversations, would no longer be honored because I had removed my hard drive to create backups of important files needed for my previous agreements with other individuals. It was initially offered that I could pay for the repairs, but the amount was higher than the value of the laptop itself. Upon further disagreement with the representative, they had offered to take $100 off of the repair cost. As my laptop had malfunctioned through no fault of my own, I declined their offer.
At this point, I made multiple attempts to contact upper management at Acer, for several personnel in their Customer Service Department had been rude, abrasive, and insulting to me. In two conversations, I was told that nothing went higher than customer care, and any complaints made would be directed to that department. At that point, I had mentioned that I would be contacting the Better Business Bureau if the situation was not resolved. The next day, the representative called back to state that my unit would be repaired to working order, including the parts that I had been responsible for.
The unit was returned to me in factory condition, and operated properly for almost 48 hours. At this point, I had acquired further contact information about their service staff and upper management from the Internet and attempted to take the matter higher than customer care. Upon doing so I was transferred again to customer care and spoke to a representative who resolved the matter quickly. However, the unit was returned to me two weeks later and functioned for less than 12 hours before the same problem occurred. Furthermore, I was guaranteed that the repairs were correct by a call center representative, and was advised to "leave it on for a couple of days" to see if it overheats. I did not follow this advice, and it overheated still.
I feel that I have given Acer every opportunity to resolve this issue, and am now looking for further assistance in this matter.
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