• Report: #825096
Complaint Review:

Acer America Corporation

  • Submitted: Thu, January 19, 2012
  • Updated: Thu, January 19, 2012

  • Reported By: jennysue77 — Dyer Indiana United States of America
Acer America Corporation
333 West San Carlos Street Suite 1500 San Jose, California United States of America

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

*Consumer Comment: What in the world?

*Consumer Comment: Not sure what you want

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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....

This report was posted on Ripoff Report on 01/19/2012 08:59 AM and is a permanent record located here: http://www.ripoffreport.com/reports/acer-america-corporation/san-jose-california-95110/acer-america-corporation-lemon-of-a-laptop-system-san-jose-california-825096. 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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#1 Consumer Comment

What in the world?

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

Based on what you wrote you had your first problem with the Laptop 4 months BEFORE you bought it.  Then the way you continued with your time-line it seems that you somehow think that March comes before February.

But regardless of that and trying to wade through the rest of the report it seems to come down to this.  The warranty expired, you acknowledge that the warranty expired.  They are even willing to give you a break(50%) on the current repair.  But you think they should make an exception for you and cover it 100% because of the previous repairs and the fact that you still have the box it came in.

Okay so just how long after the warranty should they cover it for you?  1 Month?, 2 Months?, 6 Months?, Exactly as long as you need to make sure that any future repair is covered?
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#2 Consumer Comment

Not sure what you want

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

YOur warranty is well expired, and the company is giving you a discount on repairs to the laptop when they are under no obliagtion to give you any break. I have a question: How long past a warranty do you want acer to cover your computer? 6 months? a year? 2 years? Did the new motherboard they put in your unit come with any sort of warranty? I hate to say it, but acers are incredibly cheap laptops. When you buy a cheap computer, expect them to be shoddy and breakdown a lot. You get what you pay for when it comes to computers. Your first two issues are normal wear and tear. I've had multiple cords go out on both my gateway and my asus laptops. Same with keys on the keyboard. USB ports are incredibly easy to damage, and do not prove any sort of defect. You could just plus a peripheral in and bend a pin on it. Also, the tech you took it to says that the screen "COULD" be the backlight going out or a wire problem. One of those has to do with your main board, the other doesnt. Either way, your computer is out of warranty. This company is not ripping you off, it sounds as if they've been extremely helpful in your minor repairs in the past. They have even cut you a break on this current repair. In the future, you might consider buying an extended warranty for your computer. I know I carry one on all my computers of at least 3 years.
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