I've read with interest all the comments regarding Acer's customer support... Whilst I agree Acer has has serious issues in the past due to moving their call and repair centres down to Plymouth, the situation now is much, much better... It would seem that 85% of calls are now answered within 3 minutes and the average repair turn-around time in less than 5 days... DWHComputers - 10 weeks for a keyboard???? Speak to your account manager as this crazy...

Hi everyone,
I got a couple more e-mails from ACER regarding my faulty DVD+-RW, and since I can't get any madder at them, I now treat it as a joke.
Here they are:

>Dear sirs,
>I guess you people don't communicate with your support. If you did, you would allready know that my >faulty device is in the hands of alman ltd, they kept it and gave me back my laptop without it. So, if you >need it, get it from them.
>And you still haven't received my new DVD device...
>Regards...

>--- support greece <Support_Greece@acer-euro.com> έγραψε:
>> Dear Customer
>>
> >according to your request we inform you that in
>> order to make the replaced
>> our service need the faulty dvd rom device
>> otherwise its not possible to
>> make the replaced.
>>
>> Beast Regards
>> Support Greece

And what about this "Beast Regards" , are they calling me or themselves names or what?

I have read all your comments with interest and feel that Acer should be the first up against the wall and shot when the revolution comes. I have a really silly story to tell. I bought an Acer N30 GPS bundle from Makro in July last year. In January this year, I managed to snap the end off the stylus. Knowing that this is not covered by warranty, I went on-line to DABS and ordered a replacement pack. After waiting TWO MONTHS, I chased it via e-mail. I was told that I would get it within a couple of days. Another month went by and I chased it again. I was told that Acer no longer produce this unit and spares are scarce.

I then contacted Acer via e-mail. None of the dozen or so e-mails were ever replied to, even though someone had red them. They even refused to acknowledge any letters! Finally, after raising a call with Acer, I got one after waiting three weeks.

During March, I contacted every retailer on their list. Some of them had stopped actively selling Acer kit due to the crappy after-sales support, but here are some of the comments I got when I spoke to them on the phone:

"You've got an Acer? I feel sorry for you."
"My advice is to drop it down the stairs, make an insurance claim and get something decent like an HP or a Palm."
"An Acer you say? Yes I can get them, but you could be waiting up to 12 months for it."
"I've had back-orders for Acer spares going back 2 years."
"Yes I am on their retail list, but that's only so I can try and get something if someone wants it specifically. I would never recommend Acer as their support is non-existant."
"What made you buy an Acer? HP make a much better unit and at least you stand a chance in getting it repaired before you die."

And so it goes on. I spent two hours on their "un-help line" trying to get through as they don't answer e-mails. I don't know about anyone esle, but my next PDA will be a Palm or a HP. At least I can visit my local store and get stupid parts like replacement stylus' over the counter.

Hi everyone! Just wanted to let you know that here in the US Acer sucks also! I have a 2300 travelmate.And one day i found the LCD screen cracked. No it wasnt dropped or kicked. I got on line ( w my desk top) and went to acers web site. They Said yes i had a warrenty and to send it to them. I paid to have it boxed because they have strict guide lines on how they want to recive it but i thought Hey! this company is GREAT! 2 days later i recive an E mail stating that it would cost $30.00 LESS then what i paid for it ( $680.00).So I called.. After 30 minutes on hold I finally spoke to a real person. She informed me that the LCD screen is not coverd and that i would need to come up with the money. Can she have my credit card number?? Ohhhhhhh no! I said to send it back. i recived it 3 days later.. Now im huniting for a new LCD screen ill fix it myself!! Acer is not great ........Good luck everyone!!

Misery: Look at one of the responses I got from an Acer supplier: "My advice is to drop it down the stairs, make an insurance claim and get something decent like an HP or a Palm."

Sounds like you have a perfect legitimate claim here. The screen is cracked because you knocked it off the table (think about it..). A quick phone call to your insurance company should sort it, then you will have $700 (less your insurance excess) to go out and buy a HP or Toshiba. At least the HP service is 110% and they dont mess about.

Oh, and by the way. I got hold of a copy of the Encyclopedia Galactica that fell through a worm-hole from 100 years in the future. In it, I found an entry stating: "the service department of the Acer group were the first up against the wall when the revolution came." So there is hope for us all....

Hi

As a field tech for Dell - (the same contract Co. also deals with ACER Calls) I can tell you why!

They are useless out troubleshooting any problems (Dell are very good on the other hand) and so when
you arrive with the Part (that has taken minimum of six weeks to order & arrive to warehouse) it is the wrong part for the job - 99 times outta 100. An then the process starts it starts all over again !!

I no longer will accept any acer calls on my round. Period. Avoid them like the plague.

atech

After being advised not to buy an acer by a friend....I thought I'd do some research...

and boy am I glad I found this thread....

I was thinking of buying an acer notebook which on paper seems like excellent specs and very good value for money... but after reading the problems you guys have been having I am definetely not going to buy it.

So Acer can just say bye bye to my £1200... maybe just one drop in the ocean... oh lets not forget about the other people I am going to tell too...

Thank you all very much!

Thoroughly Fed Up
- I took your advice Thank you so much, My insurance coverd 150% the cost i paid for the Acer. Thats minuse the deductable! I will never buy another acer again though! Thank you once again! Good luck everyone!

[mucks edit: irrelevant post ]

Hi All,

I wish I had seen this and other forums on Acer. I'm yet another victim of their shoddy service and false promises having returned a N35GPS PDA for repair. They are the 666 of the computer world !!!

Why can't we all gang up and take out an advert in a national paper or three to say how "in our opinion" crap Acer is at After Sales Support. That should cause some turmoil in it's stock value and get some reaction down the line ?