Acer America Corporation Lemon of a laptop system San Jose, California

I bought my unit in June of 2011; I registered the unit right away. In March of 2011 the unit was not powering on. I called in and was told to send it in. I did so; it was a power cord failure. The cord was replaced. In February of 2011 a key fell off while I was typing. I could not get it back on, so I called and was told to send the unit in. It was replaced. Again in February of 2011 after I received the unit back, one of the usb ports was not working. I called in right away, and was told to send the unit back in. This was right after I just got it back. They replaced the main board and mailed the unit back to me.

In December of 2011 the screen would not turn on, the unit powered on. I could hear it running and see all the lights come on. If I would shut the unit off then back on and the screen would flicker on and off. I also would fiddle with it, closing the lid and open it back up and again the screen would flicker on and off.

On December 28, 2011 I called 254-298-4000 and spoke with Tamara. I was given case ID#: 1188452U. I explained to her what was going on with the unit. Tamara stated that she would call me back within 2 business days with a resolution. On December 29, 2011 Tamara called back and left me a message. I then called her back the same day at 3:17 p.m. She just wanted some more information and said she would call me back later that day or tomorrow. On December 30, 2011 Tamara did call back, and stated that they would fix the unit for $100.00 and not the $199.00 that they usually charge, as the warranty on the unit ran out September of 2011.

This resolution was not expectable to me, as I explained to her that I feel it was a lemon to start with. That I had sent it in 3 times already to be repaired, and I understood that the warranty is over. I then explained to her that if this was the 1st problem I had with the unit, I would understand and take the offer. But that this is the 4th problem with the unit and it is only 1 year and 6 months old. It was well taken care of and that I still have the box it came in.

After that conversation I then proceeded to file a complaint with the BBB.  January 3, 2012 Lasonya called,( she said she was from Corporation Customer Care ) and left me a message to call her back. I called her back at 254-298-4481 the same day at 3:23 p.m. I left a message for her to call me back. On January 4, 2012 10:54 a.m. I called again. I spoke with her this time, and explained to her the same thing I told Tamara. She suggested that she transfer me to level 2 tech support and see if they can help me, and that if it was a problem with something that was already repaired it would be a different story. After I talked to level 2 I was to call her back and we would go from there. She transferred me to Chris at level 2. I told him what the unit was doing and he said it sounded like its a bad lcd and it was going out, that there was nothing he could do over the phone, it would have to be sent in for a fix.

I then called Lasonya back the same day at 11:14 a.m. I left a message for her to call me back. On January 5, 2012 I called Lasonya at 11:10 a.m. left another message. I also called the same day at 11:38 a.m., 2:15 p.m., and 3:15 p.m. January 6, 2012 I called again at 2:08 p.m. left her another message to call me back. January 9, 2012 I called once again at 1:35 p.m. left message asking her to call me back. January 9, 2012 2:40 p.m. I called 254-298-4000, I explained to the operator Jackie that I have been trying to get a hold of Lasonya, and that she asked for me to call her back after I spoke with level 2. Jackie transferred me to service operations. I spoke with Davey he said he was level 2 tech support. I explained to him also I was trying to get a hold of Lasonya. He transferred me to Corporate Customer Care, where I spoke with Jennifer. She explained that Lasonya was out of the office till the 10th. Jennifer then took over my case for Lasonya. She said she could only offer a repair for $100.00 plus tax, the reduced amount from $199. I explained that was not good enough and told her the same thing I told everyone else that this is the 4th problem with the unit.

On January 13 2012 I took the unit to a local repair place. I did not say anything that I have already talked to Acer or that the unit was repaired 3 times already. I just simply explained that the screen would not turn on and sometime if you close the lid and open it right away it would flicker. He stated the same thing that level 2 did. He said it was the backlight going out or a wire problem. I asked him to explain to me, he said that it starts at the main board. Then I told him I had already had the main board replaced. I then thanked him for his time and for looking at my unit and left.

Lasonya stated that if it were a problem with something that was already fixed it would be different. I guess now we are at the different point.

I called 408-533-7700 on January 16, 2012 at 11:40a.m. and was connected back to Jennifer. I explained to her what I just stated above that I took it to a local repair and what he said. Also that it starts with the main board that Acer already replaced 1 time. Jennifer told me it is still a $100 plus tax and I have till January 17, 2012 if I wanted to go ahead with the offer. I again explained that was not expectable.

January 16 I also emailed and sent letter in mail. January 18 I emailed again, I am now going to also fax letter over....