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Acer America Corporation

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Acer America Corporation Reviews (312)

Complaint: [redacted]
I am rejecting this response because; the damage is between FedEx and AcerFirst of all, I would like to apologize for not having all the information I needed to correctly file my complaint with Revdex.com. I am sorry for any problems this may have caused.     At the time I started to file this complaint, all I knew was that Acer was charging me for damages to my computer caused during shipping, and that it was Acer who sent the shipping label to FedEx where it was packaged and sent to Acer. I did correctly inform Revdex.com in my complaint that the rep. at FedEx told me that they were unsure if Acer had paid insurance on the package, but that I could not provide the insurance as nothing could be added to the label.    Before finishing my complaint with Revdex.com, I decided it would be unfair to file without first trying to resolve the matter with Acer myself. I first tried several times to reach the Acer rep who had resolved my first complaint as he was quite fair in handling it. As I was unable to reach him, I decided to call the main number for Acer and speak to whoever I could. I did so, but the rep I talked to on the phone was unwilling to resolve the matter to my satisfaction. When asked to speak to his superior he bluntly refused. I was told to contact FedEx to file a complaint with them as the damage had occurred in the shipping. I told the rep. that I felt that the matter was between Acer and FedEx and did not involve me. He refused to budge from his position and this ended our communication.    I was quite upset that they were, in my mind, in the wrong, and instead of contacting FedEx to confirm my belief that it was between them and Acer, I went ahead and finished, and filed my complaint with Revdex.com.    I, after a bit more consideration, did call FedEx Freight; the representative of whom did indeed confirm that the issue needed to be resolved between Acer(the shipper; as they had provided the label and insurance for shipping) She quite firmly assured me that I was not involved in the issue and needed to take no steps to resolve this.    I did not mean to give any misguided info to Revdex.com, though I once again apologize for not correctly seeing this through in the right order. I hope you will be understanding, and that somehow this new information might help to clarify and resolve this matter.    In addition to my first call to FedEx freight, I called their 800 # today 8/11/16 and confirmed what I had been told by the local representative during my first call. Hopefully by forwarding you this email previously sent to [email protected]com.org I am not gumming up the works, but rather helping resolve a conflict between Acer and myself. (Please be advised that after my phone call with you, I once again attempted to reach the Acer representative who helped me resolve my initial complaint to Acer regarding a separate matter, but as before, he was unavailable.)     I feel I have gone above and beyond any reasonable expectation to resolve this matter. My wish is that Revdex.com could get across to Acer what FedEx explained to me, and that they would promptly proceed to rectify this matter.    If you could verify that you have received this email it would be greatly appreciated.
Regards,
[redacted]

8/21/2015                                     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 contacted Mr. Mr. [redacted] back in August of 2013 in regards to this issue under a case with the Attorney General.  We advised the customer at that time that we had repaired the unit and were trying to send it back to the customer. Customer refused the package and we made several attempts to resolve that issue. Due to the lack of time without contact from the customer, it was determined by the Attorney General that we made all necessary attempts to return a working product back to the customer. We can offer a replacement on the unit at this time. The replacement would be a unit that is equal to his original unit in specifications. If the customer would like to accept this offer he can call us at the number he was provided. 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 see no further need to keep it open the lady I spoke to with Acer said that they are not able to do refunds if thats their company policy im not going to change it and dont want to cause further issues. She has done eveeything she was able with the options the company gave her I would close the account and say it was resolved.  Thank you for your time. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The terms of the warranty provide THREE options, one of which is the refund of the purchase price, less depreciation. If I have sent my laptop to you THREE TIMES over the span of approximately ONE YEAR, and new problems arise (with old problems persisting), then it should be patently clear that the UNIT IS DEFECTIVE. You have done nothing more than the bare minimum of repairing component parts of the machine, which inevitably results in new/worse/different problems arising. I know that Section 9 of the warranty permits me to file a Small Claims action. With that said, upon receipt of the machine, I will be suing for the TOTAL purchase price, knowing that Massachusetts takes consumer protection very seriously. This time, though, the correct course of action will take place. Please note that I have advised many/most of my classmates at my law school to NEVER purchase an Acer product. They have listened and are choosing other brands--brands that deliver what's promised, and brands that provide exceptional customer service. I have never 1) had a defective product that caused this many problems OR 2) been treated so poorly by a large corporation. I am surprised at the resilience of your "Corporate Customer Care," and I hope my efforts result in Acer changing how it addresses concerns like mine, which are well-documented on the Acer forums.
Regards,
[redacted]

August 30,...

2016                                      ...
 
 
 
Revdex.com
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 has spoken with Mr. [redacted] regarding this issue.  We have provided Mr. [redacted] with prepaid shipping label for customer satisfaction and Mr. [redacted] has accepted our offer.  We will also follow up with Mr. [redacted] after getting his computer back from repair to ensure his issues are resolved.
 
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

11/29/2016                               
 
 
 
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 member of Acer’s Corporate Customer Care reached out to Mr. [redacted] and was able to answer his questions in regards to his LED monitor.
 
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

August 16,...

2016                                      ...
 
 
 
Revdex.com
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 has spoken with Mr. [redacted] regarding this issue.  We have reviewed Mr. [redacted]’s previous repair and ensured him that any parts replaced were the same identical parts that he previously had installed in the computer.  We have advised Mr. [redacted] we apologize that he continues to have issues with his computer and we have offered to pay for overnight inbound and return shipping and to expedite the repair of his compeer to address any issues he is currently still having.  He has accepted our offer and we will be sending the computer to us shortly and we will follow up after the repair to ensure all of his issues have been addressed.
 
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 a load of crap they are trying to cover there as. What a ridiculous statement . it is a prime example of a big company taking advantage of a small consumer. They should feel shame and do what is right. But I'm sure that is to much to ask.it is sickening to listen to there babble . the computer should never have cracked in the first place what a horrible joke they are. 
Regards,
[redacted]

October 6, 2016   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 is working to get the website updated and working with Mr. [redacted] to get his computer updated.    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

11/17/2015                                Revdex.com Austin Office 1005 La PosadaAustin, TX 78752RE:  [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 reviewed the case and spoken with Mr. [redacted]. At the beginning of the order process on our website it does state the following in regards to recovery media orders:Referenced shipping times do not include the time needed to process the order. All Recovery Media orders may take 2 business days to process prior to being shipped.Also, please note that FedEx did deliver the order 1 business day after it processed and shipped.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

February 23, 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 efforts to resolve consumer complaints and to promote communications between businesses and consumers.   A member of Acer’s Corporate Customer Care has been in touch with Mr. [redacted] regarding the computer issues.  The representative agreed to set the unit up for service so it could be brought in to determine what is going on.  The representative also provided a shipping label so the shipping would be covered.  We will follow up with the customer after repair to make sure the unit is working properly.   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

1/12/2016                                 
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 member of Acer’s Corporate Customer Care spoke with Mr. [redacted] and explained to him that with a cracked LCD the damage can spread due to the liquid component of the LCD seeping within the unit.
Mr. [redacted] was advised that physical damage voids the warranty and that in order to put the unit back in warranty we would have required him to pay for the repair costs. 
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

9/28/2015                                     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.   We would like the customer to know the way the Chromebook works is that whenever their software has an update it is made available and downloaded to the unit. This makes the unit up-to-date with the necessary and latest Chrome software. 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

March 31, 2015 Revdex.comAustin Office1005 La PosadaAustin, ** 78752                       RE:  Rebuttal Case# [redacted]                             [redacted]                A refund request was submitted to Answers By to refund Ms. [redacted], however it was denied.  For customer satisfaction, Acer will be refunding her for the service provided by Answers By as well as the recovery media.  A refund request has been submitted on behalf of Ms. [redacted] in the amount of $181.60.    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

Complaint: [redacted]
I am rejecting this response because:
As I indicated in my last response, I work in an area where there is no cell phone coverage. I asked Acer to communicate by email and Acer did not comply. Acer only sends no-reply email messages.making it impossible to communicate with this company. My Acer desktop has not been successfully repaired 12 -15 times via remote access. It's been sent to Acer Repair Corp. in [redacted], Texas for the third time. I am not satisfied, nor am I confident the recent repair will be successful after I use the computer a few times. I am not satisfied with Acer's service on my computer since I firmly believe there is a hardware component on the computer that doesn't drive the software correctly. This cmputer should be replaced by Acer.
Regards
[redacted]

11/10/2015                                Revdex.com Austin Office 1005 La PosadaAustin, TX 78752RE:  [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 spoke with Mr. [redacted] and explained to him the pixel policy which is in place prior to the purchase of the product.In order for the LCD Industry to produce an affordable product, they had to define an acceptable quality level, which is between 12 and 20 pixels. Acer has substantially tightened the criteria as to what is acceptable for our customers. When others may only repair units with 12 or more pixel anomalies, Acer may repair the unit for as few as 4 pixels.The customer’s pixel issue did not meet the criteria presented in the pixel policy and therefore we are unable to provide a repair on this issue.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

October 18, 2016   Revdex.com Austin Office 1005 La Posada Austin, TX 78752                         RE:  Case#...

[redacted]                               [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 been in touch with Ms. [redacted].  We have agreed to bring the unit in for repair and we will have one of our senior technicians look it over to make sure everything is addressed.   We will contact Ms. [redacted] after the unit has been received to make sure everything is working properly.   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

May 12, 2016   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 has been in touch with Mr. [redacted].  The representative apologized for the issue he was having and explained that we received the computer with a liquid spill inside the unit which voided the warranty.  Due to the damage the spill caused the unit was determined it was not able to be repaired.  The representative offered to replace the unit for a fee but Mr. [redacted] said to just ship the unit back to him.   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

January 21,...

2016                                      ...
Revdex.com
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 has spoken with Mr. [redacted] regarding this issue and he is currently working with our technical support department to replace his tablet. We advised Mr. [redacted] that we will address the other issues he had with our support and thanked him for working with us through this issue to get an agreeable solution. We will continue to follow up with Mr. [redacted] to make sure he has received his replacement tablet and that his issues are resolved.
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.
Regards,
[redacted]

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Address: 3820 Micro Dr, Millington, Tennessee, United States, 38053

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