• Report: #1099537

Complaint Review: eMachines Settlement Administrator

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  • Submitted: Fri, November 15, 2013
  • Updated: Thu, April 17, 2014

  • Reported By: Dan F — Cape Canaveral Florida
eMachines Settlement Administrator
Providence, Rhode Island USA

eMachines Settlement Administrator Acer frustrating non-responsive poor quality packaging damaged computer super long response time Providence Rhode Island

*Author of original report: Finally, after 7 1/2 months, a replacement

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I am beyond frustrated dealing with the Acer eMachines Settlement Administrator emachines.settlement@secondipity.com.

I got two certificates to use toward merchandise and I ordered two identical laptops. Both arrived together and one was damaged due to poor packaging. It was an excercise in frustration dealing with them by email only, a week or two inbetween my email and their repsonse. I returned the borken laptop finally after almost a month of trying to get authorization. That was September 12th, 2013 and many emails and few replies, I am still awaiting a replacement 2 months and 3 days later. I was offered a replacement different than what I sent back, but they would not reply with any specifications so I could compare. I have told them I would take any replacement that was at least as good or better. The latest reply is simply that the case is still open. 

They will give no number to call to talk to someone. It takes a week to get a reply and they reply does not adderess the question.  I will not order anymore Acer products because of this, as this is Acer I am dealing with. They bought eMachines and Gateway is the same comepany, so I will not buy anything from them either. 

I also own a desktop needing replacement, but that will not be an Acer or Gateway product. I also owned an Acer Iconia Tab and I own an Acer Aspire Netbook. Once that is replaced it will not be from this company.  I would caution anyone from doing business with Acer. This reflects badly upon them as a company.


This report was posted on Ripoff Report on 11/15/2013 09:59 AM and is a permanent record located here: http://www.ripoffreport.com/r/eMachines-Settlement-Administrator/Providence-Rhode-Island-02940/eMachines-Settlement-Administrator-Acer-frustrating-non-responsive-poor-quality-packaging-1099537. 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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REBUTTALS & REPLIES:
1Author 0Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Finally, after 7 1/2 months, a replacement

AUTHOR: Dan Foss - ()

After contacting the emachines settlement administrator again (serendipity) with no reply, and having my son do it too and also get the run around, I contacted the Law Office (Kurtzman Carson Consultants) that is responsible for making Acer do what the judgement commanded. They said they would call Serendipity and things would get moving and if not to call again. That was in January. Still no reply and my patience had worn thin, I could not deal with this civilly anymore, so I did not call for a while.

So in April 2014 I tried another approach. I emailed serendipity a very detailed accouting of all that had transpired and cc'd the judges office, my state's attorney general, the CEO and Board of Director's of Acer, and the law groups for the settlement administration and the plaintiffs on the original lawsuit (my write up continued below the email):


---------------------
Hello,
In August, I redeemed my two coupons for emachines replacement computers and got two identical laptops. I also spent extra and got nicer Acer laptop computers. One arrived damaged and though I tried to refuse shipment, the UPS man said the sender would have to deal with it.

I contacted you on Sept. 4, 2013 and got a form for making a claim. I returned it the same day.

On Sept. 7, 2013 you replied back and said you needed pictures of the damage, which I sent in the same day.

I emailed again on Sept. 12, 2013 asking for confirmation you had received the pictures.

On Sept. 14, 2013 you sent a return label and instructions. I returned it the next day.

UPS says you received the returned computer on Sept. 19, 2013.

On Oct. 22, 2013 I emailed again asking for a status update.

On Oct. 24, 2013 you replied and said you did not have the same item and offered another model, but with no information about specs. I emailed back same day and asked about how similar it was and got no reply.

On Nov. 14, 2013 I emailed again saying that if it was comparible to what I ordered, I would take it, and asked you to send it. No reply.

On Nov. 15, 2013 I sent another email that said you were awaiting the return of the unit, and so I sent another email with the other emails, the label and a printout showing you had received it and that you had already offered a replacement. You replied with another return label. I emailed again with the same and got another email saying you were waiting for the item. I emailed back asking for a phone number to talk to someone. No reply.

I emailed again a week later asking for an update. No reply.

I asked my son, who is the one the computer is going to (I bought the eMachines computers for my kids, so the replacement went to them). He emailed in the middle of December, and got the same replies I got on Nov. 15, 2013 and then you stopped replying to him too.

On Jan. 2, 2014 I called the office of the settlement administrator (Kurtzman Carson Consultants). She said she would tell you all to contact me and make things right. No reply. No computer.
Please send a replacement unit. My phone numbers are listed below.

Name: Dan F***
Phone #: **************
Mailing Address: *********************
Brief description of issue: It arrived from UPS with a broken screen and the base is bent too. I tried to reject the shipment, but UPS said I had to call UPS, but it looks like you need to initiate any claim from UPS.
Who did you purchase this item from: This is an eMachines Consumer Settlement item. We had to pay extra for it as well.
Serial Number (S/N): ***************
UPS Return Label #: *****************

Note: I will send a pdf version of all emails if you want me to. Let me know.


Dan F***

 

---------------------------
It was sent to the following email addresses:

info@kccllc.com,
Haward_Chan@acer.com.tw,
Thomas_Shin@acer.com.tw,
Steven_Wang@acer.com.tw,
jimwong@acer.com.tw,
acer1@mailwc.custhelp.com,
tom.a.lucas@clevelandcountycourtclerk.com,
hphlaw@aol.com,
Admlnistrator@emachinesfloppydisksettlement.vertismail.com,
pcooper@kccllc.com,
pam.bondi@myfloridalegal.com

I got a bounce back reply (bad email address) on many of these.


But one thing I did get was a call from one of the Board of Director's of Acer. Nicest man ever. He apologized profusely, and said he would personally make sure this was taken care of within the week. I go another voicemail telling me that Acer was going to thoroughly investigate the company they hired to handle this (Serendipity), and try to make sure this never happens again.

Then I got an email from the Manager of the company apologizing ("this could have been handled better") and telling me a replacement was on its way and should arrive in two days, with a phone number in case I needed to contact them (877-330-6820).

The replacement arrived and was in good shape.

I then got an email today from the State Attorney General's office saying they would be doing a thorough investigation of their own, and pursing the matter.

Anyway, I hope this helps you,

Dan

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