• Report: #428464

Complaint Review: Acer America

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  • Submitted: Wed, February 25, 2009
  • Updated: Wed, July 18, 2012

  • Reported By:Rockwall Texas
Acer America
1394 Eberhart Rd Temple, Texas U.S.A.

Acer America Customer support fraud. Temple Texas

*Consumer Comment: What was lost is time and money

*Consumer Comment: What exactly have you lost?

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Feb. 12th 2009: I contacted Acer customer support because my ac adapter for my new "Aspire One" burned up, almost burned my couch. I spoke with Dwan (she spelled it for me) and was told to return the adapter to:

Acer America
BOA-RMA
1394 Eberhart Rd
Temple Tx 76503

I packaged up my burned up adapter and sent it to them the same day Feb 12th through the post office.

Feb. 13th: I received a Fedex from Acer, a box with a piece of wire in it. I called and spoke with Brittany and she said that this was a mistake and that she would send me the AC adapter and I would have it in a few days.

Feb. 17th: No Fedex so I called and spoke to another customer service rep that would not identify themselves and was told that the part was back ordered. I asked how long it would take and was told that it would send it today. I was also told that they hadn't logged in my returned adapter yet but she would do that today.

Feb. 19th: No Fedex so I called Acer America Corporate and supposedly spoke with Shanicqua in Exec. Customer Service. She stated that the part was back ordered and then she stated she had the part but that they didn't get my returned adapter. I explained that on the 17th when I spoke with the people in Temple TX they confirmed having my defective adapter and that they were supposed to log it in that day. Shanicqua told me she was sending me that replacement that day and that I should call back Monday to get a tracking number.

Feb. 23rd: I called the Temple TX location and again I spoke with Brittany. I was told that they didn't ship the part because it was once again on back order. Then she changed that story and said they didn't have my defective one logged in the system yet. I asked to speak to a manager and was candidly told that there are no managers that will talk to customers. Brittany stated that she had there were team leaders (Robert, Reggie and Richard) but they don't talk to customers because customers are not important enough and she refused to connect me to them. She then put me on hold and after about 10 minutes she returned and said they were going to ship the part that day. She stated that they had 9 in stock and told me the order was approved while I was on the phone with her. She also stated that if I didn't get the part by Wednesday the 25th to call her back.

Feb. 24th: Now completely frustrated with the run around I called Acer America Corporate in California at 408-533-7700. After a 15 minute debate with the receptionist in an effort to speak to someone in Corporate that cares about customers I was connected to Caroline (supposedly she works for the VP) I was told she would look into it and get back to me. I asked her how she could be directly contacted (just in case) and she hesitated to give me her number then she told me she could be reached directly at
408-553-7702. She never called me back.

Feb. 25th: I called Caroline at 408-533-7702 and as expected it was a bogus number. I called the corporate number and left her 2 messages and she has refused to respond.

I also called the Temple TX location as Brittany instructed on the 23rd. I was connected to Rita who was quite pleasant and told me that they didn't have my defective part yet. I told her the address it was sent to and she said that that was the wrong address.

It should be noted that I clearly provided that address to everyone I spoke with at Acer up to this point and now I was being told that this was the wrong address.

In summary:

Acer has Fedexed me a useless piece of wire.
Told me I'm not worthy of speak to a team leader at customer service.
Told me they had my defective part and that they don't have it.
Told me I shipped it to the wrong address.
Told me on multiple that the replacement part was being shipped that day and then stated it was not shipped because it was back ordered.

Well I have a useless but new Aspire One. The cost to me and Acer going back and forth like this is probably now 100 time the cost of the actual part.

This company has no respect for customers. I have been misled, lied to, insulted and denied a replacement part under the warranty. IT should also be noted that the supplied AC adapters are a fire hazard.

I have been ripped off to say the least and anyone buying products from this company should expect no less than the disgraceful treatment I have received along with losing your money on products that inferior and potentially dangerous as a fire hazard.

Acer corporate should be ashamed at the way they treat customers.

DanC
Rockwall, Texas
U.S.A.

Reports on 30 Minute Money System

This report was posted on Ripoff Report on 02/25/2009 04:37 PM and is a permanent record located here: http://www.ripoffreport.com/r/Acer-America/Temple-Texas-76503/Acer-America-Customer-support-fraud-Temple-Texas-428464. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

What was lost is time and money

AUTHOR: klesuo - (United States of America)

Quoting Angryneo - Lala (U.S.A.)
"I fail to see how you figured this. Where is your proof of "cost"? Other than you shipping an AC adapter (which the company likely supplied a return label for) the cost has been incurred by THE COMPANY having to deal with you."

There was most certainly a cost to DanC, not just the company. In economics your time can be valued. This is opportunity cost. If DanC spent time contacting a manufacturer during business hours, then those phone calls took him away from earning a living. That is an opportunity cost. For commuting this is valued as half your hourly wage (as an example). 

So clearly the time spent on the call, the mental time he spent on the matter when not on the call, the expended kinetic energy of driving to fedex, the gas of driving to fedex, the telecommunication expense from contacting Acer, can all be valued on economic terms. 

I think it is very likely that time it took the consumer and the company to resolve this matter was greater than the value of the adapter. Not to mention the frustration factor, and the loss of access to his computer while his adapater was gone.

"I priced the Aspire One. The most it is going for is $248.00. That's peanuts."

This is irrelevant. If someone buys a product it should work. It should not cause a fire. It shouldnt matter if they bought a $3,000 unit, or $250. Acer is supposed to be a reputable company. DanC didnt buy this out of the trunk of some guy in a parking lot.

Also you state that adapters are $10. They are more like $60. You should not need to replace it before 3 years.
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#2 Consumer Comment

What exactly have you lost?

AUTHOR: Angryneo - (U.S.A.)

Directly quoting you:

"The cost to me and Acer going back and forth like this is probably now 100 time (sic) the cost of the actual part."

I fail to see how you figured this. Where is your proof of "cost"? Other than you shipping an AC adapter (which the company likely supplied a return label for) the cost has been incurred by THE COMPANY having to deal with you. I think they should charge YOU for time expended. It would be just as easy to order a $10.00 adapter and not deal with what you consider having been "misled, lied to, insulted and denied ". I priced the Aspire One. The most it is going for is $248.00. That's peanuts. Heck, if you paid MORE than that, you deserve to be ripped off!

Your statement, "products that (are) inferior and potentially dangerous as a fire hazard" is your opinion. A little research before buying might have come in handy in this case. If you were in any way technical, you might know a little bit about AC adapters. Match voltage and amperage, and presto! Problem solved.

Another tidbit. Acer Corporate DOES NOT sell directly to the public. What you SHOULD have done is gone back to the retailer that sold you the product.

Figure that in your estimate of cost.

Please do your homework before posting. You were not ripped off.
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