[charliecopsey]

In January of 2005 i purchased an Acer Travelmate 2200 laptop, from Comet and for the first six months it worked fine and there were no problems, i was very pleased with this. However after six months the laptop began refusing to accept power, either the laptop had a problem in it or the power cord was faulty. So i rang Acer customer services who were very helpful and told me it was probably the power cord. So they agreed to send out a replacement power cord and this subsequently arrived very quickly, however failed to work. I rang them again and had to wait 10minutes to get through to be told i had to open a new case as the old one had now been completed upon delivery, they then procceeded to tell me to ring back and press one, this was followed by the representative hanging up. I then rang back and was holding for over half an hour, when i finally got through they decided they would pick the laptop up and take it in for service, they then did so two days later and they kept it for 3weeks while they "waited for parts". THey then returned the laptop and shock horror it actually worked, i was relatively satisfied however still a little annoyed at the lenght of time i had been kept waiting. This was however not the end, less than two months later the exact same fault occured again. So i contacted Acer making them aware of the history with this laptop, and they suggested it could be a problem with the battery and sent out a new battery. This also failed to work. I again rang up and so opened another case, by which they took the laptop in for service again, this time they kept it for over a month, again waiting for repairs and returned it to me, and amazingly it worked. I was now quite annoyed with the company however happy my laptop now worked. another four months later, the laptop was now 12months old the same problem occured, i decided this was ridiculous and asked them to replace or refund my purchase, they refused liability and said they couldnt authorise that unless an engenieer had deemed the laptop broken beyond repair, all they could do was repair it. I was furious however i still sent it in for them and they repaired it again however some how managed to break the mouse on my laptop. I again asked them to replace it, at which point i also asked my home insurace company if they would be willing to provide a replacement for these faulty goods. The insurace company agreed, Acer did not, so i then sent the laptop off to my insurace company and they offered me a new Acer Aspire that was my only option and it would cost £50 excess and £150 upgrade charge, i was happy with this as i believe it would be a much better quality laptop and be built to a better standard. However i appear to have been wrong. After only four months the exact same fault has occured and they have sent out a replacement power cord, they have taken the laptop in for repair and sent out a third replacement power cord and it still fails to work, now they want to take the laptop in again. I have had it now and am wiriting to them demmanding a partial refund under the Sales of Goods Act as advised by consumer direct, if they reject my claim i will take them to the small claims court. I do not believe or expect Acer will grant me a refund or replacement however i do not believe they will actually send representation to the court, therefore i will win by deafault. If they do send representation i dont believe there is a judge in the land that would find in favour of such a big corporation over a hard up college student who has proof of all these failed repairs. Basically the moral of this story is stay away from Acer at all costs. Sorry for going on and ranting a little bit.

[Bunny Killer]

I bought an Acer 17" monitor about a year ago. 2 months ago it would not power on. I tested the adapter and that was fine, so the problem was with the monitor.

I called Acer's technical support, and got through to someone who was very helpful. The machine was booked in for repair, and I was given some courier details so the machine could be picked up. I called DHL and the machine was collected the next day.

After a few days of not hearing anything, I was a bit worried. I was told when I booked the machine in that I would receive a text when the machine was received and when it was ready to be sent back to me. I called technical support again, and again got through to someone who was very helpful. They asked me for the serial number for the machine, but I did not have it. I gave the agent the reference I was given then the machine was booked in. I was then told that the machine had not been received. I was asked to give the agent the courier reference. I had the document the courier left me when the machine was collected, and gave the agent the tracking number. I was then told I would be called in a few days when they had chased it up with DHL.

As promised, 2 days later, I received a call to say that the courier could not find my monitor. I was asked if I could fax Acer my proof of purchase so they could proceed with a replacement monitor. I faxed this to Acer.

1 week later I received a package. It was a brand new 17" monitor (newer model than the one I sent).

I understand that electrical products can breakdown, but by being patient and supplying some information, in the end I was better off for it!

[FaithDefender]

Originally Posted by charliecopsey

I have had it now and am wiriting to them demmanding a partial refund under the Sales of Goods Act as advised by consumer direct, if they reject my claim i will take them to the small claims court.

Hi there,

I'm sorry to hear you've been having such problems. But you should talk with the CAB about this before you do anything, otherwise you will just be wasting money...

Or check out the DTi website about the Sales of Goods act, and read it carefully.


FD

[FaithDefender]

Originally Posted by Bunny Killer

I understand that electrical products can breakdown, but by being patient and supplying some information, in the end I was better off for it!

Spot on! Nice one! Again, I'm sorry that things went wrong but I'm glad it was resolved. Thank you for being patient


FD

[FaithDefender]

Originally Posted by Buttonmoonspoon

There customer supportless is completely useless,to the point of booking my monitor in for repair,courier collecting my monitor,now there saying they cant trace it in there warehouse.

Ouch, not a nice thing to say based on your own personal opinion!

Originally Posted by Buttonmoonspoon

I like others,have phoned Acers support and waited for over 20mins to get through,only to be dropped in mid conversation.

Actually I think you will find 20 mins isn't so bad. And remember this is a call centre in the UK... and if you were truly dropped in mid conversation talk to your phone company

Originally Posted by Buttonmoonspoon

Have sent more than 10 email now and every time some idiot (they dont give you there full names,no guesses why)

No, please do guess why. You'll be most surprised!

Originally Posted by Buttonmoonspoon

send standard scripted responses,stalling any progress as much as possible,whilst i have been stuck with a old 15" crt monitor and £170 down the pan.

Standard scripted responses are standard in technical support. I'm sorry if they don't make you feel special enough, but realistically it would take so long to type out personalised replies that you would never have got a response.

Originally Posted by Buttonmoonspoon

They refuse to give the names or email address of there customer support manager or tech manager,that after requesting this in many of my email.

Quite right too. Why should they? If you don't like the way things are being handeled you can write to the customer services address like everyone else has to.

Originally Posted by Buttonmoonspoon

I am now in the proccess of getting acer to explain its shambolic actions live on national tv,with the help of the bbc.

Won't happen I'm afraid. Consider this: Acer are an enormous multi-billion pound company and are fully aware of what they do and don't have to do in each country they operate. You are clearly not aware of what they do and don't have to do in the UK.

The BBC know this and have the intelligence to realise that if they bring any company into disrepute without examples where they have clearly broken the law or have consistently offered a very very poor level of customer service and are doing nothing to resolve it, then the BBC will get their backsides sued and lose.

Originally Posted by Buttonmoonspoon

And i will also consider taking them through the court system,costing them so much more than my replacement would have.

Under what grounds? Check the sales of goods act and consult a solicitor and see what they say

Originally Posted by Buttonmoonspoon

If anyone has issues with Acer like me,i recommend you contact the BBC Watchdog team immediately and tell them how Acer have treated you:- http://www.bbc.co.uk/consumer/tv_and...ct_index.shtml.

Yes, please do. Everyone has a right to their say

Originally Posted by Buttonmoonspoon

By losing ground on the big three companies and losing money (like most have on this forum) ,i feel this is the only way to get any real customer care from ACER UK.

In my experience there warrantees are not worth wiping your bottom with.

So you have been let down and I'm sorry for that. But you don't need to spout off about how poor Acer is when you clearly aren't in command of all the facts.

Lets examine another totally ficticious company, lets call then Ledl. You would ring a number and be on hold for around the same length of time, and you would talk to a person in India who barely speaks English and tells you to switch the machine off. You do this, it doesn't work, so they tell you to arrange for the unit to be picked up. You do this, and you hear nothing. So you call them back, again to someone in India who can't understand what you are asking, so you ask to speak to a supervisor - there aren't any of course. Etc etc etc.

That is an example of a little situation I went through a couple of months ago on someone's behalf.

Not so different is it?

Anyway, peace and I hope your issue is resolved shortly.


FD

[notbrazil]

Well, I've just had enough of Esplex now. Following 19 months of trying to get my camera repaired under warranty I have failed miserably. They have now refused to return me any camera at all which is tantamount to theft. Actually, it is theft.

So, it's off to the Small Claims Court - a prospect Esplex say themselves they are used to!

[FaithDefender]

Originally Posted by notbrazil

Well, I've just had enough of Esplex now. Following 19 months of trying to get my camera repaired under warranty I have failed miserably. They have now refused to return me any camera at all which is tantamount to theft. Actually, it is theft.

So, it's off to the Small Claims Court - a prospect Esplex say themselves they are used to!

What I say now is totally my own opinion and would not be anything like the response I would offer if I worked at esplex still.

With respect, I find your last post and the previous posts you have posted here to be perfect examples of the incredibly rude, arrogant and downright nasty things that some people seem to beleive are acceptable.

Let me tell you now, they are not. If one of your loved ones was treated like you seem to have been treating members of staff at Acer/Esplex you wouldn't be happy would you?

(In actual fact, Dee is a cracking lady but doesn't suffer fools gladly. I knew her well and she would only have said what you claim she said if you were, in fact, being rude and/or aggresive.)

Let me ask you - when you started having problems did you put your complaint in writing (not email, an actual, real letter?).

Also, when you sent in the accesories with the camera you should be aware that the agents on the phone should advise you (and do advise customers) NOT to send in any accesories. In fact, I beleive somewhere in the warranty it says not to send accesories in but I may be wrong having left Esplex a while ago now.

Obviously I am not aware of the entire circumstances of what has happened to your camera. Did it go wrong within 28 days of purchase? If it did then it is your fault for not knowing your rights in the first place. Check out what the Sales of Goods act says.

If it went wrong outside of 28 days, after the first failed repair (bearing in mind I don't know what the fault was - based on what you said I'm guessing it wouldn't read certain SD cards?) did you write a letter explaining the situation or did you, as I suspect you may have done, phone up and have a go at the agent on the end of the phone?

Cameras are a tricky thing. If the fault is what I suspect it is - being unable to read the 512MB cards you apparently sent in with the unit - then there is no fault. Bear in mind that camera was designed at a time when the capacity of SD cards was growng rapidly with slightly different makes using ever so slightly different specs is it any wonder that a 512mb SD card wouldn't work? Did it work with the SD card it was supplied with (if indeed it was supplied with one)? If it did, there is no fault. What was the make of SD card that wouldn't work? Did you even ask Acer which cards the camera was known to work with?

Purely a guess based on the common problems people have with SD cards. It might have been something else entirely!

In addition, I do not beleive for 1 minute that Esplex are refusing to send your camera back to you. What exactly did they say?

Anyway, I realise that this message is probably coming across quite rude and if that is the case, I apologise for causing offence - however I stand by what I have said.

I would be interested to read a reply


FD

[muckshifter]

notbrazil

I do not have to be as 'polite' or as restrained as FaithDefender ... may I draw your attention to our Forum Guidelines ...

Flaming & Derogatory Remarks

Will not be tolerated. Whether it be directed at another forum member or a business. Statements such as 'Don't buy from retailer x as they are a bunch of lying cowboys', and someone replies 'thanks for the warning, I was going to buy from them but will go elsewhere', then the first post has led to a loss of business from the retailer and is therefore DEFAMATION and ILLEGAL. These posts will be deleted. Feel free to give an account of your experience, but please back it up with facts.

http://www.pcreview.co.uk/guidelines.php

You, sir, are an insult to yourself ... have a nice day, but not on my forum.

[FaithDefender]

Originally Posted by muckshifter

You, sir, are an insult to yourself ... have a nice day, but not on my forum.

Nice one


FD

[muckshifter]

Originally Posted by FaithDefender

Nice one


FD

Well I'm getting a little fed-up with some of these morons ... oh, I ain't allowed to say that ... I'm afraid we haven't been taking as close an interest as we should have been in these threads, my apologies.

I am going to potter though all these posts, at my leisure, and just delete any I feel cross the line ... may make some of the replies look a little out of place though.

I'm sure you won't mind me closing this one ...


And may I just add to any more one-post-wonders ... if you do not have your "facts" to hand or just want to "let off steam" then please ... do it on another forum.