Acer America Corporation

Complaint: [redacted] I am rejecting this response because:I was not satisfied with the response because, I was told that I can try the recovery disc and if that does not work I can send it back to have it repaired for a priceI have already purchased recovery discs from Acer and when that failed I was obligated to purchase a new laptop because, I was required to use a computer for school and work purposesAt this point I would just like a refund Regards, [redacted] ***

December 05, Revdex.com Austin Office La Posada Austin, TX RE: Rebuttal Case# [redacted] We sincerely apologize for the issues Ms [redacted] has had with her Acer notebook computerOur repair technician thoroughly examines the products once they are received in our repair depot and make their assessment according to the findingsWhen the findings are not covered via the Standard Manufacturer’s Warranty the consumer is contacted at that present timeUnfortunately, 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 repairedThank you again for your inquiry and for providing Acer the opportunity to respondIf you have any additional questions, please don’t hesitate to contact meBest Regards, Corporate Customer Care

March 11, Revdex.comAustin OfficeLa PosadaAustin, TX 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 consumersWe 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/We apologized for the issue she had with her computer and any inconveniencesFor 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 concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact meBest regards, Corporate Customer Care

Tell us why hereJanuary 21, Revdex.comAustin OfficeLa PosadaAustin, TX 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 consumersWe 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 year Standard Manufacturer’s Warranty which ended 1/1/ A member of Acer’s Corporate Customer Care spoke with Mr [redacted] regarding this matter on 1/20/We apologized for the issue he had with his computer and any inconveniencesFor customer satisfaction we offered to reduce the out of warranty repair fee to assist Mr [redacted] with getting his Acer notebook repaired, he declinedIf 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 concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact meBest 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] ***

Tell us why February 23, Revdex.comAustin OfficeLa PosadaAustin, TX RE: Rebuttal Case# [redacted] [redacted] Again we are sorry for the issues Ms [redacted] experienced with her Notebook The agent contacted her again today, she did trouble shooting with tech support and it was determined it is third party software that is causing her problems The tech advised her if she uninstall the programs that will resolve her issue She agreed to remove the software and said she don’t use it anywayI hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respond Best regards, Corporate Customer Careere

Complaint: [redacted] I am rejecting this response because:I have worked with tech support and was informed the problem is a conflict with their own softwareKnowing that, this seems to have been a defective product from it being put on the shelf A replacement is more then a fair resolutionI see no reason not to work with Acer, we should be able to reach a compromise, for both of usInsulting my intelligence is not a good way to come to a fair and amicable agreement 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 mei was told that in there system it didnt show that they refunded me the money even thought they did Regards, [redacted]

November 21, Revdex.com La PosadaAustin, TX RE: Case# [redacted] [redacted] *** Thank you for your recent inquiry on behalf of Ms*** 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*** regarding this issue We have apologized to her for the issue that prompted the complaint The agent explained to Ms*** 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*** 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] ***

November 12, Revdex.com [redacted] ** [redacted] 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 contacted Ms [redacted] regarding the issue and left a message for her to call us back She called back very upset that an Agent with Acer contacted her and stated she sent the letter to the Revdex.com and the Revdex.com should be answering her letter The agent explained to her the complaint is against Gateway and Acer is the parent company of Gateway and that is why she was contacted by Acer She does not believe that Acer bought Gateway more than seven years ago and feel the agent is lying to her The agent addressed the complaint with Ms [redacted] about an optical drive she said we would not send her The optical drive was sent to her at no charge and was delivered 09/23/10:AM ; [redacted] , MO; Given to customer Ms [redacted] denied receiving the part 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, Corporate Customer Care

12/01/ 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: this product is defective I gave Acer a chance after the first hard drive failure, and sent it for repairs I paid $to send the computer to the repair center The "repaired" product came back and failed yet-again I cannot risk another hard drive failure with a "repaired" or new product My graduate school career is dependent on having a trustworthy, dependable computer and this product is none of those It is unethical not to provide me with a refund for a product that is defective I have paid over $4,in dealing with this product Once to purchase the computer ($1524), then an additional $after the FIRST hard drive failure to recover my data I have no confidence whatsoever in this product and cannot agree to another repair or a new computer, when it will most likely fail again in the future Regards, [redacted]

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

December 15, 2014 Revdex.comAustin OfficeLa PosadaAustin, TX 78752 RE: Case# *** *** *** We strive to make sure that when a computer leaves our repair depot, that each unit is thoroughly tested to ensure it is working properly before being shipped back to the customer. We sincerely regret that this was not the case for Mr*** We offered to bring the unit back to our repair depot at our expense to correct the issue with his operating system Mr*** declined the offerMr*** did not give us the opportunity to fix the issue under his Standard Manufacturer’s Warranty and instead purchased a retail version of the Microsoft Windows Operating System, and is now requesting compensation for purchasing a retail copy of the operating system Unfortunately, we *** not be able to reimburse Mr*** for any 3rd party software he purchased I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact me. Best regards, Corporate Customer Care

Complaint: ***
I am rejecting this response because: This is the same offer Acer has repeatedI did contact tech support and the solution was to delete Acer's own softwareRequesting a replacement computer, that doesn't have the Acer software that has caused my computer to crash is not unreasonableThis request and solution is neither unreasonable or trying to take advantage of AcerI have tried everything possible to attempt to fix the issue, but it still seems to be an Acer software problem, for which I have stated in previous responses to this complaintI am unable to use my Acer, like I would want to because of all the crashes I am still optimistic that Acer will come to some compromise, that will resolve this issue.
Regards,
*** ***

Complaint: ***
I am rejecting this response because I believe that the only acceptable solution is a replacement of the defective unitI intend to utilize social media to express my difficulties resolving this issue and alert my fellow consumer's as to the obstacles encounteredI had hoped to work with Acer for a simple and expedient resolution but regret that they are unable to accommodate
Regards,
* ***

Complaint: ***
I am rejecting this response because:I am not interested in returning the product again for the same problemI am only interested in returning the product and getting a full refundAnything short of that I will find unacceptable
Regards,
*** ***

Complaint: ***
I am rejecting this response because:There is damage visible on the machine that was not there at the time I delivered the laptop to Acer in *** At no time did we drop the computer as we are being told we did by Acer Customer service in *** has seen a photo by their technician of the interior of the machine At no time have they looked at the actual machine or seen the damage that I am referring too As stated in the original complaint the damage that can now be seen was not there when looked at by a third part or when it was delivered to the *** office and received by their intake person He only noted hairline scratches on the top of the machineObviously, for damage to now be visible when the machine is together something had to have happened between the time it was delivered to Acer and the time I picked it up This is why I am requesting that Acer repair it under warranty as damage has occurred while in their possession
Regards,
*** ***

From: *** *** [mailto:***] Sent: Friday, March 13, 1:PM To: info Subject: Complaint ID #: *** To whom it may concern: Please be advised of my communication with ACER Customer Care this morning They have informed me they are unable to assist me with my request as we conducted business with a third party provider and not ACER or Gateway, and the representative I spoke to does not know who the third party is My issue with this response is that we have a receipt showing we paid a fee to *** and the items received in the mail were from ACER, located in ***, **; the Gateway parent company. I claim this issue has not been resolved and request continued action on my complaint Please advise what continued support I can expect to receive from the Revdex.com in order that I can determine next steps I thank you in advance, *** ***

Complaint: ***
I am rejecting this response because:
I loaded the defective computer w Microsoft officeIts good for usesthe defective returned computer was the last usethe disk valued $is not longer goodSomeone w Acer called me today & said they have this issue often with defective computer and to call Microsoft and they will extend a courtesy if I provide a product keyI called Microsoft and they said they no longer support Microsoft
Regards,
*** ***