Acer Corporation recently bought out Gateway Computers. I bought my teenage son a notebook laptop computer from Gateway in 2007 with a 3-year extended warranty. My son has a joint disorder and required a notebook laptop with a stencil to write on for school. It is considered assistive technology for him. without it, it's very painful for him to write.
On Sept. 30, 2008, I called Gateway and requested repairs for a loose hinge and a faulty battery.
They told me to mail it to them and the repairs would be made within 7-10 days from when they receive the unit. As of today, Dec. 3, 2008, I still do not have the laptop back. When I called "Gateway" two-and-a-half weeks after sending them the unit, I was told that Acer bought out Gateway and that they are waiting for a battery which is back-ordered for the laptop. They said it would be another 5-7 days. I waited and tried to contact them again. I could never get through to them to speak with a live person. I would be placed on hold for up to two hours and they still do not answer their phones. So, I emailed customer service. They responded by saying that the battery is still on back-order and to wait another week. I informed them that it is important that my son gets this unit back ASAP because he needs it for school and his grades are suffering. This continued every week, then all of a sudden they said that the hinge is also on back-order. By then, I asked them to just return my computer. They ignored me.
Soon after, I received a call from Acer Corp. Customer service offering to give me a used replacement Acer Travelmate, which is not a notebook like mine is. I explained my son's need to have a notebook laptop to write on for school. They said they can't send me a notebook. I then asked for a full refund. They wanted me to fax them my receipt for the computer, which I immediately did. I paid over $1,385.76 for the unit and warranty. They offered to pay about $900. I refused. I insisted on the full amount or I'll sue. They called me back and offered me $1296.98, which is $88.00 less than what I paid for it. I did agree because I needed the money to buy another one for my son. I also agreed only if they can send me the money ASAP. The rep. (La Sonya) told me that I would get it in two weeks. I told her if I can get the money in two weeks, then I agree on the amount. The telephone number I gave here is La Sonya's direct number. Every time I called her, it was not toll free.
On Dec. 1, 2008, La Sonya left me a msg. saying it would be about 6 weeks before they can issue the check to me. In the meantime, my son has gone a long time without it. I sent them an e-mail and called them back and told them I needed the refund ASAP. They said the president of the company would need to sign the check. I don't believe them. They just use delay tactics over and over again. I asked to speak with the president of the company, but was refused. So, my son has gone without being able to take appropriate notes and his work has suffered while I battle this. Acer doesn't care if he has to continue to suffer for another 6 weeks. I asked them to send us another unit, they refused. I asked them where our laptop is, La Sonya keeps saying it is still in repairs. I don't believe them. I think they either lost it or sold it.