[hilander]

Im an I.T engineer in a big company and recently my partner sent of her laptop for repair to ACER uk the unit was about 9 months old , I offered to repair the unit it required a new hard drive but my partner said it was still under warranty, so she thought it better sent to them. She sent it via DHL and boxed it in the original box as they stipulated ,everything fine up to now. Several weeks went buy we contacted ACER they come back with a price tag of 359 pounds much to my amazement!!!, they concluded unit required a new screen , motherboard , hdd and a new case the unit was destroyed basically. I can only come to the conclusion that the unit has been damaged in transit. I contacted ACER support and they said this was not the case. I asked them to send the unit back the unit was sent back but not in the box I sent it in , so no proof can be ascertained now whether it was damaged in transit. The unit was basically destroyed new case screen needed , in all my years in the IT repair industry ive never seen anything go to get repaired and come back worse than when it was sent. I have instigated legal proceedings against this company and have also contacted a independent engineer to do a full assessment of damage incurred to unit. And I have also contacted watchdog if enough people done this with there complaints we could send them in and perhaps we could get something done about this poorly run and shoddily run company. Please contact me if you have any complaints about ACER . And I will not let this drop !!! A WARNING TO ANYONE DO NOT BUY ACER THERE SUPPORT STINKS!!!!!!

[Unknown4204]

If the fault was caused during transit then it will be looked into and a claim will be put through to DHL. DHL have a very poortrack record with delivering items to Acer.. some never even get to us!

[neknadroj]

Hi

Just to continue with the subject of poor service from ACER

Around Xmas time I was given an Acer 3680 as a gift from my daughter

In July 2007 the little pin connection in the middle of the adaptor input socket snapped off

I have been in the computer/ electronics repair industry for thirty five years and I am well

Qualified to complete repairs on this type of equipment, but at this stage I contacted ACER to see if I could obtain a DC input socket for my laptop, I also stated that the unit may still be under warranty so I gave them the Model and Serial number so they could confirm my warranty with them.

The reply was: - “you cannot get a DC input socket, thesocket is part of the main board the price for this is £275.67.

I assumed that if I was going to have to pay for this repair that there was no longer a warranty on my machine so I wrote back and explained that the part I needed was a £2

Input socket and I was more than competent of fitting the part myself, I also informed

them that the socket was not on the main board but it was on a small sub board that then plugged into the main board and that I was more than surprised that they did not know there own products better.

Again I got a reply saying that the socket was part of the main board and not available

At this point I had been without my computer for some time as each reply took aprox 1 week from Acer, this laptop was normally in daily use and my work load was getting beyond a joke so I decided if there was no warranty left I would carry out a temporary repair myself, after getting the unit up and running again I contacted Acer again explaining that I was not happy that they did not know that the socket was on a sub board and not on the main board I also described what the sub board looked like and where it fitted in there own product.

This was there latest reply:-



Hello, Thank you for contacting Acer.



Regarding your enquiry,



I apologise I can confirm the power board is separate to the main board. This repair will have fallen within the terms of the warranty however as you have opened the unit your machines warranty is now void. If you would like to purchase a spare part from our parts line please contact them again.



Regards

Paul

Acer Technical Support Team



Unbelievable

Warning don’t buy Acer

[feckit]

Well my Sister has had 3 years of owning an Acer and could not be more happier.
Sometimes these things happen, but as you opened the laptop up, Acer are right to void your warranty.
With 35 years experience you should have known this!

[Adywebb]

I think both these posters are talking about the support they received when something went wrong, rather than the ownership experience as such.

I must admit I find it ironic that Acer didn't know it had a separate power board from the mobo, and once admitting they were wrong then used their warranty conditions as a way of abdicating responsibility - I would have thought they might apply a bit of good will.

However just because their own warranty conditions have been breached, it does not stop the owner from pursuing a civil remedy should he wish - I would think a civil court may take a different view.....

[Unknown4204]

£270 for a Aspire 3680!!

Dont believe a word of it, the 3680 has a known fault with the power pin failing, as so most models!

Its not a mainboard needed, its a USB/DC Board, a small chip that sits on the mainboard... costs about £10.. dont cost acer anything.. they repair them, them selves

I can promose you, power pin failiers on a 3680 are free repairs no matter what the tech support say!!
I know, i used to work for them and repair them!!

If you have problems with it, let me know, Email me: Address removed by fbs for poster's own protection.

I will give you honest first hand advice on what to do!

[neknadroj]

Having given them the model and serial number and told them that the unit may be under warranty; they did not mention getting the unit back to them for a free of charge repair. the second point is that they had asked me for £275 for parts, this dose not sound like its under warranty to me either, this is why I did a temp repair my self

[feckit]

Now your dont have a warranty you can fix it yourself.

[Unknown4204]

i was one of there repair techs, i repaired notebooks that had been opened by the customer loads of times for free, Dont mension the fact that uve opened it, just say the power pin broke during use and that there is a known after with alot of the Aspire models power pins being weak. Dont take there crap if they say "there are no known faults with acer notebooks" because thats what they are told when they are trained.

Known Faults:

Aspire 3680 - Weak Power pins, Repair able under warranty with new USB Board
Aspire 5100/Aspire 5630 - Known faults with the left mouse button (Upper Cover), The button breaks if used alot.
Ferrari Serise - All ferrari serise notebooks overheat, also can ment the case, FREE REPAIR!
Travelmate 4150 - Screen hinges break and crack the LCD cover - FREE REPAIR
(THERE ARE ALOT MORE FAULTS BUT CANNOT THINK OF THEM ALL ATM)


Also they charge massive prices for new lcd panels for broken screens.. I did a check while working there and for a 17" Widescreen Glare panel, Acer only pay £28!! not the near £100+ they charge!

This is the biggest secret of them all for acer!!

When sending you notebook in for repair.. Your "NEW" parts have a 90% chance on not being new at all!!
They are repaired (So they say) put back in boxes for use... the amount of DOA parts that repairers go throught is unbelievable!!

[neknadroj]

I have done, which is more than can be said for Acer engineers. I have the technical skills to work at component level, not complete boards, any chimp can change boards