ACER support diabolical

[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]

Poor Acer support again

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, the socket 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

 

[Anon_F]

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]

Haha

£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

 

[Anon_F]

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

 

[hzatph]

The reply was: - “you cannot get a DC input socket, the socket 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

My experience was the same - wanted to replace motherboard for more than the computer cost in the first place. They were implacable. We overcame that the hard way and strangely it did not need any new parts in the end.

 

[scanni]

Acer sometimes lacks to give good support on their notebooks, but if you need any spare parts when your notebook is out of warranty you might wanne consider www.acerspareparts.com
I'm too a Acer seller, and have the same problems you guys have too...

well good luck afterall....

 

[Anon_F]

Acer sometimes lacks to give good support on their notebooks, but if you need any spare parts when your notebook is out of warranty you might wanne consider www.acerspareparts.com
I'm too a Acer seller, and have the same problems you guys have too...

well good luck afterall....

And a spammer as well!

 

[floppybootstomp]

And a spammer as well!

Don't assume everybody who supplies a link is a spammer Mr Feckit.

I looked at that post last night and decided that even if the guy who posted it is the owner, the link may be useful to people who want to buy spare parts for Acer products.

And my own two pennorth after reading all these tales of woe is - avoid Acer.

And don't you dare delete that post.....

 

[Anon_F]

And don't you dare delete that post.....

Oooooo a dare
OK so it's ok to keep, but was strange it was in an old thread.

That said i'm typing this on my Sisters nearly 4 year old Acer laptop that has done a great job.
It a bit like the luck of the draw, bit like mesh, but not as crap as them!!!

 

[ToRRenTPimP]

I have owned a 5315 for 3 month now and have nothing but trouble with it. As a seperate problem while installing VISTA ULTIMATE recently i had a massive problem (i installed on a partition and it failed but also took away ALL security and sharing settings for the remaining partitions leaving all my discs as local and unaccessable). I have fixed that now but have lost ALL Acer software especially eRecovery which i used most often as 3 month ago i was a 100% noob and factory setting reset is important to me. There is still 1 partition containing 9.78 gb that is unaccessable and that has always been there so i guess that is the factory reset partition although i now have no way of using it. Does anybody know how i can restore my laptop to the way it was or get hold of all the origional software? Many thanx in advance for your time.

 

[Madxgraphics]

I have fixed that now but have lost ALL Acer software especially eRecovery

Erm take it from somebody that has worked for Acer in the past and now works for a ompany that specialise in repairing Acer computers..You have done yourself a favour by losing any Acer Software, 9 times out of 10 this is what causes the hassle with OS upgrades and software installation in general..

 

[Madxgraphics]

Sorry forgot this part out..The 9.??gig partition you mentioned is more than likely the factory recovery..Shut your laptop down and restart it, as it powers up tap eaither F9 or F10, varies on different models.This should take you to a blue screen where you can perform repairs or set the laptop back to factory settings...Question, did you not create recovery disks before attempting the upgrade..?Sensible thing to do, but often people forget..As for Acer support, forget about them. You have tried to install something that wasn't shipped with the laptop, They won't even point you in the direction of anything Acer related now..

 

[ToRRenTPimP]

Erm take it from somebody that has worked for Acer in the past and now works for a ompany that specialise in repairing Acer computers..You have done yourself a favour by losing any Acer Software, 9 times out of 10 this is what causes the hassle with OS upgrades and software installation in general..

It's mainly the eRecovery factory restore that was important to me as i could access it at startup via ALT+F10 and in the last 3 month i've become pretty handy on it but mainly with trial and errorr and lots of factory restores so can i fix this?

 

[ToRRenTPimP]

Sorry forgot this part out..The 9.??gig partition you mentioned is more than likely the factory recovery..Shut your laptop down and restart it, as it powers up tap eaither F9 or F10, varies on different models.This should take you to a blue screen where you can perform repairs or set the laptop back to factory settings...Question, did you not create recovery disks before attempting the upgrade..?Sensible thing to do, but often people forget..As for Acer support, forget about them. You have tried to install something that wasn't shipped with the laptop, They won't even point you in the direction of anything Acer related now..

I did but they failed and i think that was because the acer software is now gone. The installing of the vista ultimate said it would save a previous version of windows but the file called "old windows" is empty so i ended up with C drive gone and only the new ultimate. All attempts at restores failed. The first time i switched it on after install i got the black screen offering 2 vistas to choose an OS to use. I picked the top one which must of been the Basic but the install had "locked" C drive by removing permissions so i had to re-install Ultimate on C and it formatted the disc. The problem i have now is that in the space of a few days and using nothing like i used to, i am up to 29 gb out of 38 and i cant find whats taking it up so quick even showing hidden and system files. After install it was on 9. All links that gave access to the 9 gig partition no longer work. It doesn't even have a drive letter. Apologies too if this has moved from the topic and is in the wrong forum.