Here is my story; you may have heard some similar but none as horrific. I am a college student. That statement alone should tell you how my cash is flowing.
I brought an Acer laptop for a pretty penny( around the sum of $800) and it worked very well for the purpose that I needed it for, i.e. online classes surfing the net and the random computer game. Towards the end of my warranty my laptop just shut down and I was pretty puzzled as to why it would do so. I called Acer and set up for me to send in my laptop to have it repaired. I was happy that it was still under warranty. I moved since getting my laptop so I had to update my address. WHICH I DID. I packed up my laptop and set it aside for a couple of weeks. Yes a couple of weeks...the whole college student....no money thing really played a huge factor.
So after finally getting my laptop sent off I waited a few days and Acer sent me an email telling me that the had recieved my unit and i was pretty happy it made it there safely, i mean i paid for it to be sent in and insured it for the value of the laptop. A few days later I hadn't heard from Acer so i decided to give them a friendly call to see what the status was on my laptop. I was told that it was in "Repair" and that's all that i was told, fine, as long as it has some progress.I then double checked on my updated address, it was correct. I then waited an additional few days and called back on a friday. The person that i spoke with told me that there was still no update on my laptop in the system.
Frastrated, i hung up the phone and went to the library to check my email where i seen i had an email from Acer (Sent at 10 am, I called at 4:30 pm) saying that my laptop had water damage and that they would not be repairing it but sending it back. More upset this time I called acer first thing Monday morning (closed on the weekend) I asked how it could have water damage and all of the usual questions. I grew more upset and hung up the phone.
Before hanging up the phone i was told that they would send my laptop back at the end of that day. A few more days have past and I called Acer to see what's going on with my Laptop and when can I expect to see it. I spoke with a person that gave me a tracking number to follow the path that my laptop took to get home. I log in to Fedex and to my surprise, they sent my laptop back alright, but not to me, they sent it 1000 miles away to missouri!!!! To the place where i moved from, the place i told them twice that i moved from and gave them the updated address.
Now more than upset i call back in a rage and I spoke with a lady that told me she would contact Fedex and see if she could correct the problem and have it rerouted to my correct address. I asked for a call back when the error was fixed and she told me no she would not call me back!! i grew more disgusted with the company at this point. she then gave me a new number to call to see if i can get a call back when the problem was fixed. I was about to get off of the phone when i asked for her name and badge number so i could put it in my records and she told me her name and would not give her badge number, i told her i needed it for my record and she then hung up on me. P O'd i called the number back and let the phone ring for 4 mins and no one picked up, I call two more times letting the phone ring again untill it put through a busy signal. I then called the other number that she had given me and continued to voice my complaint.
The people that I spoke with on that number told me that they would be trying to fix the problem for me so they put me on hold for about 5 mins and about ten seconds before the lady came back to the phone my girlfriends phone began to ring; it was the first girl that I talked to at Acer, the one that hung up on me. So at this point I had two different phones and two different Acer Reps on the lines (WoW, really) The Acer rep that called on my girlfriends phone line told me her name and that I had asked her to give me a call back when she was able to find out some info on my laptop, at this point she gave me a different name!
So i have my bluetooth in conected to my phone and the handset of my girlfriends and the Acer Rep that was on my phone line came back and told me that they were able to get my laptop re routed to my correct address because i had not reached the delivery stage(Fedex tried to deliver it that morning) the rep that was on the other line told me that they were unable to re route it because it was at the delivery stage and they would have to send it back to the company and then resend it to me. At the moment they are both telling me this I sat the phone down and called both of them Liars and hung up on both of them.
It took my laptop another three days to reach back to Acers Repair center.( Fedex tried to deliver it again) it got back to Acer and I again called because at this point my laptop has been gone for a MONTH and is not being repaired; I asked them if they could send the laptop back overnight to make up for the mistake and the scare that i went through by the fact that my laptop could have been stolen or further damaged being sent to another state 1000 miles away. After about 5 HOURS on the phone with Acer it came down to , no they would not send it back overnight or any faster than normal. I encounted several rude reps during my five brutal hours on my cell phone. I got off of the phone and wanted to scream. To me it made no sense as to why they would want to show there sarrow for the mistake and send it back at a faster rate. Being on the phone was getting nowhere. The told me they would send it back.
I called Acer this morning (9 days later) to get the tracking number because I needed to know if they sent it to the wrong address again. The Acer rep that i spoke with this morning told me that no, they havent sent my laptop out yet and asked me to update my address again and told me it may not be sent out until next week!!!! so it will be about two month since my laptop has been sent to, been at, sent from, sent to,held and being sent back to me. And Acer doesnt see any fault at this.
Acer has highly poor customer service and honestly does not car about their customers, do not buy from them unless you are in a giving mood and want to give your money away.
Kernersville, North Carolina