Acer America Corporation

December 10, 2014 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 have been trying to contact Ms. [redacted] to discuss the issue with her but have not been able to contact her.  We have left messages for her to call and sent an email for her to contact us however we have not gotten any response to any contact attempt. The damage to Ms. [redacted]’s Notebook is not covered by the Standard Manufacturer’s Warranty.  Acer can repair the unit for the out of warranty fee of 299.99 USD + tax.  If she would like to have us repair the unit for the fee she can contact us at ###-###-####. 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

August 23, 2016   Revdex.com Austin Office 1005 La Posada Austin, TX 78752                         RE:  Case# [redacted]                               [redacted]                  A representative has been working with Ms. [redacted] regarding her computer.  Due to all the issues with the unit we have agreed to work on getting Ms. [redacted] a refund.    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

7/08/2015                                     Revdex.com Austin Office 1005 La PosadaAustin, TX 78752 RE:  [redacted] – [redacted]l 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 but he asked us to just respond to the Bureau’s request. Unfortunately, due to us being unable to verify vital information on the account we were unable to process the order.  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

4/15/2016                                 
Revdex.com
Austin Office
1005 La Posada
Austin, TX 78752
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 number of Acer’s Corporate Customer Care representatives has spoken with [redacted] and we have agreed to bring the tablet in for repair.
We have also offered expedited shipping inbound and outbound from the 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

Tell us why here... January 21, 2015 Revdex.comAustin Office1005 La PosadaAustin, 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. We regret to hear of the difficulty Mr. [redacted] has had with his Acer notebook.  Mr. [redacted] purchased the product 1/1/2013, this computer came with a 1 year Standard Manufacturer’s Warranty which ended 1/1/2014.  A member of Acer’s Corporate Customer Care spoke with Mr. [redacted] regarding this matter on 1/20/2015. We apologized for the issue he had with his computer and any inconveniences. For customer satisfaction we offered to reduce the out of warranty repair fee to assist Mr. [redacted] with getting his Acer notebook repaired, he declined. If the consumer would like to purchase the part he can contact us and we will be glad to assist Mr. [redacted]. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and they are indicating another company part of their business which is involved in refurbished machines. This company is called [redacted] and they can be contacted directly at ###-###-#### or by email at [redacted]@[redacted].com. Please advise if I should open another case and start all over again.
Thank you and regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not yet tested the replacement, which is dated 10-2014.  I do not want case closed until satisfied with product
Regards,
[redacted]

November 30,...

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 have advised Ms. [redacted] that normally her warranty does not cover inbound shipping but since this issue occurred and was documented in the first 90 days of service we have emailed her a onetime inbound shipping label to use in order to address the issue she is having with her computer.  She has accepted our offer and we will follow up with her after her repair.
 
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

RE: Case# [redacted]                 [redacted]               Thank you for your recent inquiry on behalf of Mrs. [redacted]. We appreciate the Better...

Business Bureau’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.  One of our Corporate Customer Care agents has been in contact with Mrs. [redacted] and has offered to setup the unit for service with priority in and outbound shipping to resolve her issue with her computer. Mrs. [redacted] has declined the option as she doesn’t wish to send in her unit for service at this time.  I hope this letter answers any questions about this issue but if you have any additional questions, please don’t hesitate to contact us.   Corporate Customer Care

June 23, 2017   Revdex.com Austin Office [redacted] 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 talked to Ms. [redacted] regarding her tablet.  Ms. [redacted] is upset that [redacted] would not take the unit back and give a refund.  The representative explained that each store has their own return policy.  The representative let Ms. [redacted] know that if she was having issues with the product we could set the unit up for service.  Ms. [redacted] said that the unit is working but it is just not as fast as she would like.  The representative let Ms. [redacted] know we would not be able to give a refund or replace the product.  Ms. [redacted] said she was going to sell the tablet.    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:
Regards,
[redacted] I was told could play my game when I bought it and its been freezing up  lot they offered look at it but not what I asked for I wanted Desktop plays game that I can upgrade later on I still feel I should get full refund from all the bull I went thru from The Acer Store

7/07/2015                                     Revdex.com Austin Office 1005 La PosadaAustin, TX 78752 RE: Rebuttal Response: [redacted] I understand [redacted] frustration, however, the specifications of the product are listed on the outside of the box and the user guide is a general reference for all the products in this series. We do understand his frustration but unfortunately his product was not manufactured with the WiFi adapter included and we are unable to change this feature for him.  He does have the ability to exchange the product at the retail store for one that more closely matches his requirements.   Best Regards, Corporate Customer Care

Complaint: [redacted]
I am rejecting this response because: The problem is still not solved and I am dissatisfied.  I will not buy another Acer product and after if they decided to ever return that laptop I will make sure others will know of the products and Acer's attitude in how they handle there customers.  I am very miserably unhappy and that does not resolve anything.  They do not care about their customers all they want to pocket money off consumers.  Social Media will not help there corporate company I have the right to dispute and display how Acer acted in this matter.  I also will pursue this as far as I can I have taken this issue to next step which is FTC case #60149108 maybe getting a fine will wake them up.  The first two customer service represenatives did not take me serious in persuing it with better business buearu.  I feel riped off and I feel Acer has taken advantage as a buying customer.  The lady I spoke to handling the Revdex.com action states the parts for this item is cheap the operating system and hard drive withiin that itself tells me Acer is making a cheap laptop that actually will not last they are just making money off consumers and ripping them off as well. 
Regards,
[redacted]

January 15,...

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 have advised Ms. [redacted] that her warranty with Gateway expired 11/29/2014. Unfortunately we are unable to provide her with a free repair or a replacement however we have offered a reduced rate repair for Ms. [redacted] and she has accepted our offer.  She has been provided a shipping label to pay for her inbound shipping and we will follow up with her after she gets the computer back from repair to ensure her issue has been 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

September 15, 2017                                      ...⇄       Revdex.com 1005 La Posada Austin, TX 78752       RE:  Case# [redacted]    [redacted]       In the photograph we have provided, we have circled and placed an arrow to point out the exact point of impact were pressure was applied to the screen to cause the physical damage that is not covered under the warranty.  Without being with the product we cannot advise what exactly was done to damage the LCD screen.  The crack in under the surface of the outer screen as that is the membrane that protects the liquid crystal inside the LCD panel.   This damage is in no way is a defect with the unit and will not be covered under the warranty that accompanies the product when it was purchased.  Our offer will remain the [redacted]e if Mr. [redacted] would like to have the screen repaired by Acer the cost will be $232.34 and we will provide a onetime prepaid shipping label to pay for the return inbound shipping.  Our offer to pay for the return inbound shipping will expire as of September 22, 2017.   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

3/06/2017                                 
 
 
 
Revdex.com
Austin Office
1005 La Posada
Austin,...

TX 78752
 
RE:  [redacted] - [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 we advised him that a company that is not authorized to sell our products sold this unit and we cannot honor a new warranty on it due to age of the unit since manufacturing.
 
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

September 18, 2015 Revdex.com Austin Office [redacted]: Case# [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 computer. The computer in questioned was purchased 2/22/2013. This computer came with a 1 year Standard Manufacturer’s Warranty and Ms. [redacted] purchased an additional 1 year warranty which ended 2/22/2015. A member of Acer’s Corporate Customer Care spoke with Ms. [redacted] regarding this matter on 9/18/2015. We apologized for the issue she had with her computer and any inconveniences. For customer satisfaction we offered to reduce the out of warranty repair fee to assist Ms. [redacted] with getting her Acer computer repaired, she declined. 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

Complaint: [redacted]
I am rejecting this response because:Acer is once again ignoring the fact that the damage was done in their shop.  As noted in the paperwork completed by them there was no crack at the side when delivered to them visible without taking apart the computer, however such a crack was visible when is was returned.  I once again would like to know how this is possible and how it could not have been done at their depot? It was not there when handed over but there when picked up, no shipping was involved.  i would like it fixed by them at their expense.  WE DID NOT CAUSE IT!!
Regards,
[redacted]

11/26/2014                                   Revdex.com Austin Office 1005 La PosadaAustin, TX 78752 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 had spoken with Mr. [redacted].  The customer was advised that that we will be addressing his repair issues with a Level II technician and making sure we work to resolve his issues as needed. We will be expediting the unit into repair and back from repair once it has been completed. Also, we offered to extend the standard manufacturer’s warranty 60 days for customer satisfaction.  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 22,...

2017                                      ...⇄
 
 
 
Revdex.com
1[redacted]
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 [redacted] Customer Care team has attempted to reach Ms. [redacted] on May 15th, 16th, and 17th.  We have left voice messages but have not received any response.  Ms. [redacted] has previously spoken with our technical support department regarding this issue and has a current case open to send her product for repair.  Based on her complaint it does not appear Ms. [redacted] has a hardware problem however, more an issue with the amount of space Windows 10 takes up on the solid state drive that came installed with her product.  This is a limitation of the Windows operating system and does not reflect the hardware installed in the computer.  At this time we are not aware of any updates [redacted] may have to address this limitation with their 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