Acer America Corporation

Revdex.com Response: January 7, 2015Revdex.comAustin OfficeLa PosadaAustin, TX 78752 RE: Case# *** *** * *** Thank you for your
recent inquiry on behalf of Mr***. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers.We regret to hear of the difficulties Mr*** had with the computer and have requested a full refund to his credit card with no restocking fee. Mr*** has been contacted about the refund and informed his credit card will be refunded within 5-business days. I want to take this opportunity to emphasize that we at Acer stand behind our productsWe are very proud of both our quality record and our service capabilities.I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondBest regards,Corporate Customer Care

February 20, 2015 Revdex.comAustin OfficeLa PosadaAustin, TX 78752 RE: Rebuttal Case# *** *** *** *** We are sorry for the issues Ms*** may be having with her Acer Notebook. We have offered trouble shooting to try to get the issue resolved and if we cannot resolve the issue by phone we will bring the unit in for warranty repair. Ms*** refused the offers. If she is still in need of assistance she can contact us at technical support. Best regards, Corporate Customer Care

April 6,
Revdex.com
Austin Office
La Posada
Austin, TX
RE: Case#
*** *** ***
Thank you for your recent inquiry on behalf of Ms***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*** has had with her Acer notebook.
The computer in question was purchased 7/1/with a warranty end date of 7/1/
A member of Acer’s Corporate Customer Care spoke with Ms*** regarding this matter on 4/6/We apologized for the issue she had with her computer and any inconveniencesWe offered repair service via the Standard Manufacturer’s Warranty with paid shipping both ways for customer satisfaction, Ms*** accepted
Unfortunately, we will not be able to honor Ms*** request for a refund
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

February 16, 2015 Revdex.comAustin OfficeLa PosadaAustin, TX 78752 RE: Case# *** *** ***
*** Thank you for your recent inquiry on behalf of Mr***. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers. An agent from Acer’s Corporate Customer Care contacted Mr*** and informed him we will not refund him for third party repairs made to a unit that he has been refunded for. I 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 Care

Complaint: ***
I am rejecting this response because I do not need you to replace my keyboard for meI simple need the item sent to me so that I can repair itNo offer was ever made to discount the keyboard and have it sent to meOnce again please send me the keyboard and I will replace the itemI am a PC tech with A+ certification I can replace it myselfIf you can't send a solar keyboard to keep a customer happy and buy further products from you then that is truly sad.
Regards,
*** ***

December 12,
2014 Revdex.com La PosadaAustin, TX 78752 RE: Case# *** *** *** *** 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 complaint. We are sorry for the issue she had with her unit that required contact to a third party tech support company. Ms*** has been informed we will not be able to refund her for services she contracted with and paid for to another company. 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

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,
*** *** Please tell Acer to send a prepaid label to my email address at [email protected] will send the laptop AND the cable to them. However, if it does not work when it comes back, I expect a refund!Regards,*** ***

February 10,
2015 Revdex.com La PosadaAustin, TX 78752 RE: Case# *** *** *** 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. Several members of our Acer’s Corporate Customer Care have attempted to speak to Ms*** regarding this issue. Ms*** sent her Acer tablet to our repair location improperly packaged on December 16, 2014. At that time we attempted to notify Ms*** that her product had a cracked LCD and to offer her an out of warranty repair at a cost but, the phone number we had for her was disconnected and she did not provide us an email address, so we returned the product unrepaired to the address she provided at the time she set up her repair. The package was delivered to her address on December 26, under FedEx tracking number ***. On January 6, Ms*** began to contact us to inquire about where her product was because she still had not received it. After researching the issue, we believed that the package was missing and decided that, although it was being returned damaged to Ms***, we would replace the unit for customer satisfaction. On January 12th, 13th, and 19th an agent had left voice mails for Ms*** as well as emailed her to discuss the replacement procedure with her and to obtain a valid shipping address to ship the product. On January 20, Ms*** contacted our Corporate Customer Care department stating that our agent was whispering into her voice mail and to stop calling her and to only email her. She disconnected with our agent and also refused to let the agent that was helping her speak with her to get this issue resolved. For several weeks we had been sending emails and calling Ms*** to contact us so we can get a valid physical address to ship her replacement tablet overnight delivery with FedEx. February 2, Ms*** did call and speak to another one our agents. Ms*** was very argumentative and combative with the agent who was able to verify again the same shipping address we had previously shipped Ms***’s product to is her correct address. We processed her replacement that day and had it shipped out under FedEx tracking number ***. When the package was shipped we left Ms*** a voice mail with the tracking number, we emailed her from the FedEx website with the tracking number as well as we emailed her from our no reply email address with the tracking number. The package was delivered February 4, signed for by: ***. On February 6, we called Ms*** to verify that she now has the replacement product and that the issue is resolved. Ms*** refused to have a conversation with the agent and demanded only to have the agent’s supervisors or managers name and email address. The agent did advise Ms*** of the functions of the Corporate Customer Care but Ms*** refused to speak to the agent and stated that she didn’t get the tablet and that she was going to the Revdex.com. At this time we are closing the issue with Ms***. We have replaced the tablet for her and shipped it to the address she provided to us. She was would never actually speak to our agents and would only scream at them and demand to be emailed, and when she was emailed she would still not respond. We have replaced the tablet for customer satisfaction one time and if Ms*** did not get the product she needs to check at the address it was delivered to and find out who *** is, as that is the person that signed for the package. We apologize Ms*** had issues with trying to service her product and we have made our best efforts to resolve this with her. 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

November 19,
2014
*** *** ***
*** ** ***
*** ** ***
RE: Case# *** *** *** ***
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 Ms*** for being misinformed by our agent and we are going to repair her computer free of charge for customer satisfaction. We have also provided Ms*** with an overnight shipping label to send the computer right back to us for an expedited repair. Ms*** 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

Complaint: ***
I am rejecting this response because: the laptop is less than a year and I am already having serious problems with it and the warranty will expired in months and if the same problem happens I will be left with no laptopp and the one responsible in paying to have fiixedif acer is willing to replace the laptop with another laptop different brand, same amount/prize and for acer to check it properly before sending, then we will have a dealTalking with an associate from Acer, let me to believe that I should not have bought the laptop from AcerHow many people look/read a company stipulation when paying items online on in storeI just think that is wrongI really appreciate all of your help and support in resolving this issue
Regards,
*** ***

March 6, 2015 Revdex.comAustin OfficeLa PosadaAustin, TX 78752 RE: Case#
*** *** *** *** Thank you for your recentinquiry on behalf of Ms***. Weappreciate the Revdex.com efforts to resolve consumer complaintsand to promote communications between businesses and consumers. We have tried to contact Ms.*** regarding this matter at the number provided in the complaint and leftvoice messages. If Ms*** still needassistance she can call us to discuss options available to her. I hope this letter hassatisfactorily addressed the Revdex.com concernsThank you againfor your inquiry and for providing us the opportunity to respond Best regards, Corporate Customer Care

November 13,
Revdex.com
Austin Office
La Posada
Austin, TX
Rebuttal RE: *** *** ***
We are sorry for that Mr*** felt the agent was rude when she stated the facts about us not being able to assist him with the password removal without a fee and the fact that no recovery disc was sent with the product. Acer does not send any recovery media with any of our products but when the unit is booted up there is an option to make a backup for recovery purposes.
If Mr*** changes his mind about us removing the password he can give us a call back at 845-or if he would like to order the recovery media he can contact our E-Commerce center at 910-for the thumb drive
Best Regards,
Corporate Customer Care

May 22, 2015 Revdex.comAustin OfficeLa PosadaAustin, TX 78752 RE: Case#
*** *** ** *** Thank you for your recent inquiry on behalf of Ms***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 spoke with Ms*** regarding this matter on May 18, We sincerely apologize for the frustration Ms*** is experiencing in getting her unit repairedUnfortunately, due to the crack in Ms***’ LCD we are unable to repair the unit under the standard manufacturer’s warranty, and the repair would be considered a chargeable repair While we are not able to provide a full refund for the cost of the repair, Ms*** was offered a partial refund in the amount of $Ms*** accepted our offerThe repair on Ms***’ computer is complete and will be shipping back to her under Fed Ex tracking number: ***A follow up call will be made to Ms*** to ensure her unit is working properly. 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

March 11, 2015 Revdex.comAustin OfficeLa PosadaAustin, TX 78752 RE: Case# *** *** ***
*** Thank you for your recent inquiry on behalf of Mr***. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers. We regret to hear of the difficulties Mr*** may be experiencing with his Acer Icona Wtablet. An agent from Acer’s Corporate Customer Care has made three attempts to contact him on the telephone number provided on the complaint. An email has also been sent to the email address, with no response from either. If Mr*** is still in need of support from Acer he can contact us at ###-###-#### Monday thru Friday between the hours of 08:a.mand 06:p.mCDT. I 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 Care

Complaint: ***
I am rejecting this response because: I received one phone call from a female from aceri assume it was the lady in the emaili asked her kindly to give my son the number to call her back onhe unfortunately lost the number and when I try to communicate with acer to get her number back, I again get the runaround and get told 2nd level support doesn't work on weekends or after hoursbasically what acer is telling me is I am s.o.lif I don't want to send my pc to themoh, by the way it is not a notebookit is a regular PC
they will not give me any phone number at alli am not about to send my pc off somewhere with personal info on itbesides as stated before, I need my pc for workwhat am I supposed to do in the meantime? tell work sorry but I have to wait on acer?? that does not fly with my jobi am really getting more an more irritatedi am only home on the weekends, mainly on sunday and I am sorry about that but this is lifei need this tixed and I need this fixed now!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
if they stand behind there products why was my unit not inspected properly before leaving the facility , if you stand behind your products why did I have to buy a product from a third party to get the computer working
Regards,
*** ***

February 23, 2015 Revdex.com La PosadaAustin, TX 78752 RE: Case# *** *** *** As indicated previously, we have attempted to resolve this issue with Ms***, however she refused so speak to our representatives in a respectable manner to help assist in her issue. We have already replaced her computer and shipped it FedEx overnight delivery to the address she provided and confirmed was correct with us and it was signed for at that location. We will not be providing a refund to Ms*** and we consider this issue closed. 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 22,
Revdex.com
Austin Office
La Posada
Austin, TX
RE: Rebuttal Case# *** *** *** ***
We sincerely apologize for the issue Mr*** has had with his Acer notebook computer
Unfortunately, Acer will not be able to honor Mr*** request to send the part needed to repair his computer at no costIf Mr*** would like Acer to repair the computer we are willing to work with him on the repair fee in order to assist with getting his 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

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,
*** ***

November 12, 2014                              
 
 
 
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 spoken with Mr. [redacted] regarding the issue.  He has been informed there is a charge for password removal.  He stated the unit worked fine until he erased all secure boot settings by accident. The unit is also out of warranty and a password removal would not be covered by the warranty.   The agent also offered to sell him a thumb drive with the for the recovery media he refused that also. 
 
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