Acer America Corporation

5/29/2015                                     Revdex.com Austin Office 1005 La PosadaAustin, TX...

78752 RE:  [redacted] – [redacted] Thank you for your recent inquiry on behalf of Mr. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.   A member of Acer’s Corporate Customer Care has contacted Mr. [redacted] and discussed the concerns he expressed in his complaint.  We explained to him how our repair process is all automated (via email). Agent agreed to send him a copy of his receipt once the repair has been completed and the card is actually charged. Also, for customer courtesy we will be shipping his unit back priority overnight once the repair has been completed. I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.   Best Regards, Corporate Customer Care

June 2, 2016                                      ...⇄
 
 
 
Revdex.com
1005 La Posada
Austin, TX 78752
 
 
 
RE:  Case# [redacted]    [redacted]
 
 
 
We apologize for any confusion caused by our last response.  Mr. [redacted] is correct he did purchase a 30 issue plan good for 2 years on May 23, 2015.  He has used 15 of his issues currently and was refunded 3 issues by [redacted] Support and currently has 17 issues remaining with them good until 5/23/2017. 
 
[redacted] Support has advised that most of Mr. [redacted]’s issues were specifically related to Internet Explorer crashing or not working correctly.  [redacted] support continues to fix this issue with Mr. [redacted] however the cause of the issue keeps being reintroduced by Mr. [redacted] adding software or clicking on something that continues to cause this issue.  [redacted] Support cannot be responsible for consumers adding software that causes conflicts with the Operating System.
 
Mr. [redacted] has also spoken with [redacted] Support in regards to a refund back on November 10, 2015 at which time he was advised that they would not provide him with a refund and offered help with his issue and he accepted.  At that time Mr. [redacted] agreed to further support and service were rendered and the issue was resolved.  If Mr. [redacted] would like any additional information regarding the support service he has signed up for with [redacted] Support he will need to contact them directly as Acer is not providing this support to the consumer.
 
I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.
 
 
 
Best Regards,
 
Corporate Customer Care

May 9,...

2016                                      ...⇄
Revdex.com
1005 La Posada
Austin, TX 78752
RE:  Case# [redacted]    [redacted]
Thank you for your recent inquiry on behalf of Ms. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. 
A member of Acer’s Corporate Customer Care has spoken with Ms. [redacted] regarding this issue.  We apologize for any delays we caused her with addressing her issue and we have offered to reimburse her for the hard drive repair she has had performed locally on her computer for customer satisfaction.  Ms. [redacted] has accepted our offer.
I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.
Best Regards,
Corporate Customer Care

9/02/2015                                     Revdex.com Austin Office 1005 La PosadaAustin, TX 78752 RE:  [redacted] – [redacted] Thank you for your recent inquiry on behalf of Mr. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.   A member of Acer’s Corporate Customer Care has attempted to contact Mr. [redacted] via phone and email on the following dates: 8/27/2015, 8/28/2015 and 8/31/2015. However, we have been unable to reach him. Please note that when the emails were sent to the customer, they contained direct contact information for an agent within our Corporate Customer Care Department.  We were unable to leave voicemails for the customer due to lack of a voicemail being set up. We have sent another email with our direct contact information once more that Mr. [redacted] is free to contact us at. I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.   Best Regards, Corporate Customer Care

Complaint: [redacted]
I am rejecting this response because: I never had a liquid spill. And the guy said he would reimburse my shipping costs. 
Regards,
[redacted]

January 17,...

2017                                      ...⇄
 
 
 
Revdex.com
1005 La Posada
Austin, TX 78752
 
 
 
RE:  Case# [redacted]    [redacted]
 
 
Thank you for your recent inquiry on behalf of Ms. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. 
 
A member of Acer’s Corporate Customer Care has spoken with Ms. [redacted] regarding her compliant.  At this time she has received her computer from FedEx.  We will continue to work with Ms. [redacted] regarding issues she experienced with our technical support and we have also provided her with a contact number to reach someone if she has any further issues she would like to address.
 
I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.
 
 
 
Best Regards,
 
Corporate Customer Care

January 4, 2017   Revdex.com Austin Office 1005 La Posada Austin, TX 78752                         RE:  Case#...

[redacted]                               [redacted]                  Thank you for your recent inquiry on behalf of Mr. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.   A member of Acer’s Corporate Customer Care talked to Mr. [redacted] regarding his computer.  The representative offered to set the unit up for repair and provide a shipping label so Mr. [redacted] would not be out the shipping cost.  Mr. [redacted] said he didn’t want repair and he was going to look at selling the product.    I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond.   Best regards,     Corporate Customer Care

3/21/2016                                 
Revdex.com
Austin Office
1005 La Posada
Austin, TX 78752
RE:  [redacted] – [redacted]
Thank you for your recent inquiry on behalf of Mr. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. 
A number of Acer’s Corporate Customer Care representative has emailed the customer as advised.
I hope this letter has satisfactorily addresses the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.
Best Regards,
Corporate Customer Care

Complaint: [redacted]
I am rejecting this response because:
They had me pay to package the defective laptop to send it to there Texas repair plant. They got it and called me to say they fixed it by replacing the hard drive. I received it today. I opened it up and started it. It still is is using 100% of the dock and the wifi still jumps from zero to max 3 to 4 times a minute while not downloading or sending anything. All they did was fix the damage that their agents caused by telling me to do a factory reset on a computer with a faulty disc that is also having major issues sending and receiving packets. They did not fix the original defects. I'm not sure why the original case was closed when the issue had not even been addressed but the original case is [redacted]. More information can be found there.A refund of the entire price of their defective laptop. Including the tax and the cost of packaging to send it to them for them to not fix.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Once again Acer is ignoring the actual complaints that I am making, and ignoring the fact that their own company made the statement that the computer was clearly indicated as having wireless capability.  Acer is also trying to make it sound like I am being completely unreasonable.  I am not asking them to reprogram the computer I bought so that it becomes capable of receiving wireless services.  I am asking them to take some type of action in order to correct the fact that I paid $279.00 for a computer that was clearly advertised (by internal packaging) as being wireless capable- this is important because it is the internal packaging that I checked when making sure the computer had everything I needed.  Their suggestion that I take the computer back to a retailer for a refund ignores the fact that I paid a specific amount for a computer that was labeled as doing something that it does not do.  A refund simply means that I would pay more money to receive the falsely implied service.  A social media rep. told me that he understands and that he was suggesting that the internal packaging be altered to "avoid future misunderstandings."  In other words, Acer knows that they are in the wrong, they do not care that they are in the wrong, and the response is being rejected because they have made no offer or attempt to resolve the issue caused by their blatant false advertising (which is proven by the fact that their employee is suggesting a change because of the implications of the current packaging).  Acer has been dishonest, disclosed partial and self-serving information to avoid their responsibility to provide the service and product that they advertise.
Regards,
[redacted]

February 18,...

2015                                      ...⇄    Revdex.com 1005 La PosadaAustin, TX 78752   RE:  Case# [redacted]    [redacted]  Thank you for your recent inquiry on behalf of Mr. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.   A member of Acer’s Corporate Customer Care has spoken with Mr. [redacted] regarding this issue.  We have offered to have Mr. [redacted] return his product to us for a refund and he has accepted our offer.   I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.   Best Regards, Corporate Customer Care

12/01/2014                               
 
 
 
Revdex.com
Austin Office
[redacted]...

[redacted]
 
RE: [redacted] – [redacted]
 
 
 
Thank you for your recent inquiry on behalf of [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. 
 
A member of Acer’s Corporate Customer Care has made contact with [redacted].  We have agreed to repair the cracked screen one time free-of-charge for customer satisfaction reasons.
 
I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.
 
 
Best Regards,
 
Corporate Customer Care

Complaint: [redacted]
I am rejecting this response because:It is not a user error, it is a manufacturer error. If you would like, I can show you the hundreds of other similar complaints with the exact the same problem, all with no fault to the user. I will accept nothing less than my screen being fixed, at no cost to me. I could by a new computer, and in fact a better one, with the $300 it would take to fix the screen. But I did not, I gave Acer a chance.
Regards,
[redacted]

3/10/2016                                 
Revdex.com
Austin Office
1005 La Posada
Austin, TX 78752
RE:  [redacted] – [redacted]
Thank you for your recent inquiry on behalf of Mr. **.  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. 
A member of Acer’s Corporate Customer Care spoke with Mr. ** and his replacement monitor shipped out via FedEx tracking number [redacted] and shows to have been delivered and signed for by Mr. ** as of 1:13 PM today.
I also called Mr. ** this morning and he acknowledged the unit being delivered today.
I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.
Best Regards,
Corporate Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I did inform the Company that they need to work on there contact support to get questions answered in which the agent agreed. All I wanted was and answer in regards to the product if it was a defect, The agent informed me that there LED monitors can have a burned image into the monitor after time.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The laptop was returned via FedEx prepaid service under tracking no. [redacted]. Now is on Acer's side to complete their side of the promise - provide the full refund.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: again they claim the ship damage was my fault. The item was packaged properly and they are ripping me off. The fact they keep throwing the blame at me is very unprofessional and I regret purchasing there product since there business practices as shady.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The Acer Chromebook sent to me was manufactured in year 2013 and would NOT work effectively in today's environment, without me paying EXTRA money to UPGRADE this Acer Computer. When I started the computer the ERROR MESSAGE that I got is "Chrome sync Error: Chrome OS couldn't syc your data". ACER computer sent to me is an 'old (or refurbished) computer with an old Acer OPERATING SYSTEM(OS) from year 2013. This year is year 2015 and the (chromebook) technology has changed since year 2013.On several occasions that I discussed with [redacted](Acer Agent) I told her that sending me year 2013 Acer will not work today, but she told me that "Acer has the right to send me a 'comparable Acer chromebook from year 2013". We are now in year 2015 and Google Chromebook's OPERATING SYSTEM has changed several times since year 2013 .  The Acer Chromebook sent to me is a piece of junk. [redacted] Store (or any other reputable store) will NOT legally sell to a customer a YEAR 2013 ACER COMPUTER as NEW in year 2015. Does it have to take ACER Computer 4-years to resolve this issue? I am NOT happy with the Acer Computer Chromebook sent to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because as I explained I need a competent piece of equipment for my job and cannot wait another week to ten days before getting it back AND that's if it works this time.  Besides missing my Microsoft Office files which I had to go thru manufacturer since the Acer I bought has no dvd/cd drive, this computer was sent back with a virus.  Even with McAfee on the system, pop-ups showed up on Amazon and other sites.  The idea also that Acer cannot issue a refund is ludicrous at best...of course it can...and in none of our conversation was the idea that my problem would be "bumped up to the top of the line."  Whether Acer wants to believe it or not, there are some computers/laptops that just are defective. Period.  I went so far as to take a discount from the total I paid due to the length I had the system, but that was unacceptable by Acer.  I have an important job...I am a counselor.  I need my laptop to run programs in order to educate my clients.  I have not been able to use the Acer computer since I bought it for that venue and as I stated above, cannot afford to wait another ten days to see if it comes back in working condition.  I would like a refund to partial refund.
Regards,
[redacted]