[bapiow]

Acer online Repair status Check

Serial Number ETL390B05554000056RH02

Description F-19", COMPONENT

Repair Status Under Repair

Has been like this for almost 10 weeks now

[nomis]

Was thinking of buying an Acer, should i look else were instead?

[bapiow]

Originally Posted by nomis

Was thinking of buying an Acer, should i look else were instead?

Depends what you are buying.

On the whole Acer products are good value for money.
I am satisfied with the monitor I bought, but I was unlucky and had to send it in for repair.
But as you can see I am having problems with Esplex, they are the company that repair all Acer products under warranty.
I think and hope they are going to replace my monitor for a new one, waiting for conformation from Esplex.

[timmypup]

I have a 15" LCD monitor made by Acer. Around Febuary/March it started flicker and then after a few days it blanked out totally and wouldnt turn on, so I contacted Acer to get it repaired.

4 months later I have not got it back nor have I had any real detail about what is going on.

I wrote then a snotty email today. The whole story is detailed in there, note the dates too...

---------


Dear Sir/Madam,

I am still waiting for a repair on my Acer 15" LCD monitor that I
submitted a support request to you on March 3rd 2006 (# 061-213111).

On March 9th you replied asking me for details of the monitor. I replied
straight away.

Then on March 16th you sent me an email telling me to arrange a CityLink
courier to pick up my monitor. You supplied me with their contact details.

I then spent many weeks trying to get through to CityLink to send the
monitor to you. The number I was given was always engaged or never picked
up. I could only try at specific points in the day due to being at work,
and CityLink not operating over weekends.

I emailed you on 29th March asking for an alternative number and you
replied saying that I could call you to arrange the pickup with CityLink,
however whenever I called there was always a queue and I could not afford
the time nor money to keep on the phone. I emailed you on 19th April to
ask if we could arrange delivery by email but this was denied.

I then tried to call a different Citylink number that I found on a website
and they put me through to another department who told me the number I was
originally given (by you) was wrong. I finally got the monitor picked up.
This was around 1st May. So I spent nearly 2 months trying to get CityLink
to pick this up - this was a waste of my time due solely to your error.

I then heard nothing from you and on May 9th I had to ask for an update. I
finally got a reply on May 12th saying that my monitor was awaiting parts
and you said you "do not expect it to take long".

I heard nothing again and on May 31st I asked for another update, you then
replied on June 8th with exactly the same response as before; awaiting
parts.

I replied the same day asking for some REAL information as to what was
going on, not automated/pre-prepared/scripted answers. I also stressed the
urgency of getting the monitor fixed as soon as possible.

I hadn't heard anything so by 13th June, I sent another email saying that
you had failed to give me satisfactory customer service; long duration in
replying to my emails, no REAL details or information about the fault and
of course, a very long turn around time for the repair. I asked if you
could exchange the monitor for new model of a similar spec as the repair
looked likely to take a very long time and I needed it back urgently.

On 16th June, you replied to both of my mails (8th June and 13th June)
saying there were issues the repair centre were having, and that they were
re-diagnosing the fault. You did not elaborate on this nor did you give
any expected time frame as to when the repair would be completed. You also
said that you could not offer refunds or replacements unless the monitor
could not be repaired.

I then sent one final request for an update on June 29th and have so far
heard nothing.

It is now July 13th. Over 4 months have passed since I logged the repair
request. This is unacceptable. You have failed to provide me adequate
details of what is wrong with the monitor, you have not given me an
expected time frame for repair completion, you have taken a very long time
to reply to my emails sometimes just ignoring them completely and you have
not been adequately keeping me informed of status and making ME ask for
updates. I'm frustrated that you could not offer me a monitor replacement
as an alternative for waiting for the repair.

I'm also very frustrated at how long it took me to get through to
CityLink; your error in giving me the wrong number lost valuable time and
caused considerable unnecessary time and trouble.

I am still expecting an update to my last email but in the mean time I
will be writing a report to PC Pro about the unacceptable level of
customer service you have provided. At work we have bought many devices
from Acer and have received excellent support and turn-around times for
repairs, however I will now be re-considering our suppliers.

At the very least, having waited 4 months, I expect to receive my monitor
back repaired within 7 days, or a new monitor of comparable type/value,
and some recompense for the inconvenience I have been put through due to
your companies ineptitude and inability to deal with a simple repair. You
have totally failed to meet your obligations under the Sale of Goods Acts.

I expect a response from you within 48 hours giving a delivery date when I
will receive my monitor or a replacement.

Tim Wakeham

[bapiow]

Tim

I know exactly how frustrated you are. I am currently going through the same painful process of obtaining my monitor back. 11 weeks now!

I received a letter on the 11th of July telling me that Esplex will replace my monitor as soon as they can ( whatever )

I will just have to sit and wait. I have got past angry, now gone into disgusted mode.

[timmypup]

Who are Esplex?

[bapiow]

Originally Posted by timmypup

Who are Esplex?

I assumed that you sent your Acer monitor back to Acer/Esplex for repair? as far as I know Esplex are the only company that are authorised to repair Acer products.
If you was given a case No then you can go online to check your repair status.

repair status Link

Or perhaps you sent your Monitor to some other company!!
Or perhaps I misunderstood
Or phone Esplex on 08708531000 select option 2 for customer services

Hope this helps.

[timmypup]

I was told to send it to "Acer Repair Centre" like I do with the stuff we return from work.

I found a repair status on the website, really helpful info....

http://www.acer.co.uk/acereuro/page1...crc=1121641857

[bapiow]

Originally Posted by timmypup

I was told to send it to "Acer Repair Centre" like I do with the stuff we return from work.

I found a repair status on the website, really helpful info....

http://www.acer.co.uk/acereuro/page1...crc=1121641857

Yes, this is where your monitor is.

Repair Centre:
Acer (Esplex Technical Service and Repairs)
Unit M
Eagle Road
Plympton
Plymouth
England
PL7 5JY

[timmypup]

This is really taking the p*** now!

3 working days after my email and still no response. I also found this little gem on their site. A repair status checker. "Great" I though, "maybe this might tell me whats going on."

http://www.acer.co.uk/acereuro/page1...1857#topofpage


Really helpful information there....


I'm so going to call them up tomorrow after work, I don't care how long I wait, I want answers!