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Acer America Corporation Reviews (312)

7/19/2017
 
 
 
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 has emailed Mr. [redacted] to offer the following model: Acer TMP259-M-77LY. Part number is NX.VDSAA.003.
 
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

12/14/2016                               
 
 
 
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 provide him some needed instructions on how to access the internal components of the unit for memory replacement and removal.
 
Also, the customer was advised that any damages caused to the unit by the upgrade would not be covered under their Standard Manufacturers Warranty.
 
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

April 8, 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 contact with Ms. [redacted] regarding her computer.  The representative explained that we would not be able to replace the computer but that we would have it repaired by one of our senior technicians.  The representative will provide and email with a shipping label and follow up with Ms. [redacted] after the repair 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

September 26,...

2017                                      ...       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 explained to Mr. [redacted] the warranty that accompanies his monitor is a mail in warranty and he is responsible to provide the packing and shipping costs to send the product to Acer and we cover the cost for repairs and return shipping.  We have offered Mr. [redacted] a prepaid shipping label to assist him with getting his monitor repaired however he has declined our offer.    Mr. [redacted] does not wish to be responsible for packing his product for service due to concerns it will get damaged during the shipping process.  We have informed him that we recommend he remove the neck and base from the monitor and send just the screen and if it is wrapped in 3-5 inches of bubble wrap and fits snugly inside the box it should be well protected during shipping.  We also advised Mr. [redacted] if it were to be packaged as recommended and it were to be damaged we would file the claim with FedEx therefore eliminating any responsibility for the damages.  He continued to decline our offer so we also gave him the option to pay for professional packing at his expense but he also declined that option.   Mr. [redacted] wanted to provide a video to show us the issue he is having with his monitor.  We have advised him he is welcome to provide that to us and we will be happy to provide it to our technician to assist with duplicating his issue and getting his product repaired quickly but Mr. [redacted] continues to decline or offer for repair.   We have advised Mr. [redacted] we are declining to help him resolve the issue he is having with his monitor but we will not be able to provide the options he has requested to resolve this situation.  If Mr. [redacted] would like to set up the repair he may contact us by no later than October 6, 2017 and we will honor our offer to provide the prepaid shipping label.   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 has not fixed my issues yet of computer being fixed.I have no way of know if problems will be fixed until I get the materials from Acer/Gateway and see if fix will work or not.It has in no way resolved issues with [redacted].If the solution suggested by Acer/Gateway does not work, IE the total reset of computer to factory settings and recovery, then my next step to resolve the issue will be to contact Microsoft tech support, purchase a service contract with them, and have the fix the issues.  This still leaves me with a contract purchased from [redacted] purchased at $150.00,  and them not fixing my computer as paid to do so. 
Regards,
[redacted]

11/18/2016                               
 
 
 
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 we have agreed to bring his unit in for a Level II Evaluation.
 
We will be expediting the shipping into our facility and back from the facility.
 
Also, we will be making sure the unit is moved to the front of the line upon receiving it.
 
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

7/21/2015                                     [redacted]
[redacted]
[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 tried contacting [redacted] via phone and email but we have not been successful in reaching him. We have made 3 phone attempts to [redacted] on 7/14/2015, 7/15/2015 and 7/16/2015 with no response from the customer. Also, sent email to [redacted] on 7/17/2015. The unit has been repaired and was shipped back to [redacted] on 7/20/2015 and shows to be out for delivery on today’s date. 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:Talked to Acer's customer care rep, my understanding was that Acer needs to understand what's wrong with their computer, then decide what to do.I accepted to send it back not for repair. I am waiting to know what they find, if they repair, can they fix the same problem in one time?I really do not want to repeat the repairs even if they pay the cost!
Regards,
[redacted]

February 17, 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 phone.  The representative let Mr. [redacted] know that at this time the Windows Anniversary Update was not available for his phone.  Mr. [redacted] said his phone was working ok he just wanted to make sure it stays up to date and he said the update should give him better battery life.  Mr. [redacted] is going to contact the store where he purchased his phone.    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

March 11, 2015 Revdex.comAustin Office1005 La PosadaAustin, TX 78752                              RE:  Case#...

[redacted]             [redacted]  Thank you for your recent inquiry on behalf of Ms. [redacted]. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers. We regret to hear of the difficulty Ms. [redacted] has had with her Acer notebook.  A member of Acer’s Corporate Customer Care spoke with Ms. [redacted] regarding this matter on 3/11/2015. We apologized for the issue she had with her computer and any inconveniences. For customer satisfaction we are going to expedite the repair.  Unfortunately, we will not be able to honor Ms. [redacted] request for a new replacement or upgraded computer.  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. If you have any additional questions, please don’t hesitate to contact me. Best regards, Corporate Customer Care

December 05, 2014 Revdex.com Austin Office 1005 La Posada Austin, TX 78752 RE: Rebuttal Case# [redacted] We sincerely apologize for the issues Ms. [redacted] has had with her Acer notebook computer. Our repair technician thoroughly examines the products once they are received in our repair depot and make their assessment according to the findings. When the findings are not covered via the Standard Manufacturer’s Warranty the consumer is contacted at that present time. Unfortunately, Acer will not be able to honor Ms. [redacted] request to repair the computer at no cost but we are willing to reduce the repair fee in order to assist Ms. [redacted] with getting her computer repaired. Thank you again for your inquiry and for providing Acer the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me. Best Regards, Corporate Customer Care

10/20/2015                                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 has researched the issue and found that as of 10/14/2015 the order was cancelled due to fraud reasons.We would not provide a reason as to why it is flagged as fraud. There are certain items that have to be verified in order for it to pass the fraud check. Please note that in order to avoid potential fraudulent activity, the specific reasons for classifying an order as fraudulent is not something that is shared.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: Your kidding me right, you upload photos close of the monitor and in terrible quality instead of taking a photo from a far to see the crack you guys cause. Seriously if this was the case I would have never bought your stupid product if you guys wont even admit and step up and fix this issue you cause. Your excuses is pathetic and you keep copying and pasting response over and over again. Your simply extorting money from me, this is the last chance to have this fix im already in contact with toronto star and cibc marketplace to do a segment/story on this situation and everything from the phone recordings and emails will be shared and published since you failed to honor your warranty on a perfectly working monitor that was defective but god knows what your tech did to it and give false accusation to there customer and extort there for more money  So its upto you to either replace my monitor or give me my money back.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]The response from Acer Service Co - Not Acer Corp, Not Acer Headquarter etc. is inaccurate -. This mornining , Thursday 8/11/16 I received a call from a lady called [redacted] @ 11:13am (no last name) provided.. prob. made up.. def not a given name.. for a girl.., yet Acer knows my forrmal given name, my address, tel# etc. Started in on me right away, making false statements about how often my original purchased Acer Laptop was sent in, Which was totally incorrect, dis-honest, untruthful, then also how often when my refurbished replacement returned computer from a former customer as returned- obviously it had problems prior to me receiving it, which was never fixed, since I had returned the replacment computer several times. Which we also disagreed on, then when I mentioned that I had spoken to tech support [redacted] yesterday, who had verified All the dates & #'s of returns. Plus another source which thus far I have not mentioned that I spoke with also verified, also via text..  [redacted] chick- from customer support became really hateful, and said that she would now be overseeing step by step the entire process of the repair & return.  I advised [redacted] of how many times I have heard that in the past, that versus this back and forth since Nov. 2013, & still not having a working computer I wanted a brand new working computer. Well immediately I was shut down, and was told that this was not going to happen. [redacted] was very very rude to me, very unprofessional, argumentative, disrespectful, untruthful, very very dishonest. She basically told me that from now in this is the way it is and that was that. Which is not at all to my satisfaction , and I will not be closing the case fore this is just another run around like all the previouse times.  I also asked what she "[redacted]" - not a real name - gad down in her computer what she waa showing the issue was with the computer. She advised that she was showing - only "LAPTOP" not turning on!  Immediately I thought " Oh Jesus" here we go again. When I spoke to [redacted] yesterday, I advised several items that were not working with the laptop; which was not only that the Laptop was not powering on, but also That when it was returned to me end of April and I did turn it on, that I was not able to connect to wifi, even after the return, the laptop was still saying to hook to home phone cable, basically to eithernet, and hear that screeching sound... as previously stated in my complaint, plus also no Window program was installed.. so since April & return of laptop this has not been working plus now is not even turning on or off.  Also previously stated.. Also stated in my review recently done online - as requested via Acer after speaking to [redacted]. I am assuming... me spending approx. 4 min doing this requested survey & other requested surveys are good for nothing as well. Since I do not have a laptop, all this write up - is done via my iphone.. pls excuse my typos. Anyway.. When I tt [redacted] tech support, I was advised - all supposedly recorded... which all conversation is - including the verification of all my returns, which now is being denied.. which should be on a taped conversation yesterday.. was also told more than once a note would be made of all the problems, which obvisously in my very first conversation today with [redacted] - was not written up by [redacted] as was promised.  Thus my comment "Oh Jesus" here we go again was made earlier in above statement.  Vs continued arguement with [redacted], this morning I advised her that. Laptop would be shipped out today sometime via Fedex. Which did occur late this afternoon.  II.  After futher thought, concerning my conversation and in speaking with my sister Donna, I contacted [redacted] this afternoon Thursday 8/11/16 @  the number provited to me and advised [redacted] that she was on speaker phone

Complaint: [redacted]
I am rejecting this response because:
This chromebook should not have stopped working in two years.
Regards,
[redacted]

November 23, 2016   Revdex.com Austin Office 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 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.  We have also confirmed that the unit is registered in our system at this time.   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

October 13, 2015 Revdex.comAustin Office1005 La PosadaAustin, TX 78752                      RE:  Case#...

[redacted]                  [redacted]                Thank you for your recent inquiry on behalf of Ms. [redacted].  We appreciate the Revdex.comefforts to resolve consumer complaints and to promote communications betweenbusinesses and consumers. We talked to Ms. [redacted] after getting the unit back fromservice and we agreed to send her another ac adapter.  We have tried to reach her several times tomake sure everything is working ok but at this time we have not heard back fromher.  If Ms. [redacted] still needsassistance she can call us to discuss options available to her. I hope this letter has satisfactorily addressed theRevdex.com concerns. Thank you again for your inquiry and forproviding us the opportunity to respond.  Best regards,  Corporate Customer CareTell us why here...

8/11/2016                                 
 
 
 
Revdex.com
Austin Office
1005 La Posada
Austin,...

TX 78752
 
RE:  [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 contacted Ms. [redacted] and we have agreed to bring the unit in for a Level II Evaluation.
 
Please note the customer received the replacement in October of 2015 and we had to bring it in for a repair issue on 4/4/2016 (Case# [redacted]). When the unit was received we were unable to find any hardware issues. We had to reload the system only due to the operation system (Microsoft) not completing its updates correctly.
 
We do not have any other activity on this product until this repair being set up. This was explained to the customer.
 
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

November 21,...

2014                                      ...    Revdex.com 1005 La PosadaAustin, 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 have apologized to her for the issue that prompted the complaint.  The agent explained to Ms. [redacted] that our communication is either by phone or chat but there is not a system in place to communicate by e-mail for customer support.  She is also unhappy with the design of the Notebook.  Ms. [redacted] was assured the feedback will be forwarded to the proper department of Acer to be reviewed.   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.    Best Regards, [redacted]

6/01/2016                                   ... />

 
 
 
Revdex.com
1005 La Posada
Austin, TX 78752
 
 
 
RE:  [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] and we have agreed to bring the unit in for needed repair.
We mailed a label to Ms. [redacted] in order to cover the inbound shipping to our repair facility.
 
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

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