Acer America Corporation

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 get her in contact with our level two technical support agents to help resolve her issues with her computer. The
other option the customer was given is to send the computer in for services since she is still covered under the standard manufacturer’s warranty and was offered priority overnight shipping both ways once the repairs are completed. Mrs. [redacted] has declined these options as she disconnected the call with the agent
that was trying to offer these options.  
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

7/07/2017
 
 
 
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. 
 
Our manufacturer’s warranty states that it is the customer’s responsibility to provide shipping to and from our facility in the event of hardware failure.
 
A member of Acer’s Level II Support team spoke with Mr. [redacted] regarding this issue.  He was provided with courtesy 2nd day shipping into our repair facility and 2nd day return shipping to the address he provided.
 
We understand the situation is frustrating for Mr. [redacted] and are doing what we can to provide him with a working product.
 
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

Complaint: [redacted]
I am rejecting this response because: It is true that a man called me regarding me contacting the Revdex.com and said that even though my computer has never worked correctly, and after many attempts by their level 1 and level  2 tecs they were not able to correct it. It was determined by them that it was a manufacture's problem in the hardware and they would have to have me ship it back, saying it would be corrected and etc then returned with in 5-7 days. It took over 3 weeks, and once I opened the box I had the exact same problem that it had originally.
                           They obviously had not tried it before mailing it back.
So I lost my Microsoft word package which was difficult for me to download, etc.
I called them and told them it was exactly as it was when I sent it to them weeks before. and after 30 minutes demanded to speak to the top tec.
I got another beginner tec  that I could barely understand, then a level 2 that said "sorry we will have to have it picked  up and try to repair again!!
I sent you the letter.
Then after you rec. the letter, the Acer man called me and was arrogant and  rude. He said I had to talk to a level 2 again, then if that did not work send it back and let them try to repair again.
Since this computer has never worked right and I have spent hours with them trying to repair on phone, then 3 weeks without. I am not going to do that again, and let it come back still unrepaired again.
I am still out all of my holiday card business business . The unit as I said, cost only 225.00 plus extended warranty, etc. T
hey will loose money and I will have had no use of this computer since I bought it and all of my business lost.
  But I will not argue with them. I want this to appear on the Revdex.com Site showing that I certainly am terribly dissatisfied with their product and customer service.  I have also reported this to **. Consumer protection agency, the **. Attorney General,  Wal Mart corporate headquarters, Facebook, my u tube page, and any other way I can including a mass email asking it to be resent or reposted to all they know.
I can tell or warn others about their lack of customer care. I will buy another computer and let this one sit. I hope it is worth to him what this does to
many people that might have considered Acer
 
Thank you for your help,
[redacted]

10/24/2016                               
 
 
 
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 has reached Mr. [redacted] and spoken with him and provided him with the needed support.
 
Mr. [redacted] was advised that I will follow-up with him 2-3 days after he gets his unit back to make sure he has a working product in his hands.
 
I hope this letter has satisfactorily addresses the Revdex.com’s concerns.  We will await the customer’s contact in order to answer any further concerns that he may have.  If you have any additional questions, please don’t hesitate to contact me.
 
 
 
Best Regards,
 
Corporate Customer Care

April 5, 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 time and money spent on getting the computers up and running on the network.  Mr. [redacted] explained that the computers were conflicting with the printers due to them using the same address.  Mr. [redacted] was able to determine the setting that needed to be changed to get the printers up and running.  While we are sorry Mr. [redacted] had difficulty with the computers, we are not able to compensate him for the time and money he spent getting the unit up and running.    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: Acer did not put a recovery option from boot, I did ask IT tech about if windows 7 CD can delete recovery from boot, he said noway, the boot option is blocked and nothing can delete it, now I remember the CD they send me in 2010, now  was not the right CD for my computer, that was why I throw it away.
Regards,
[redacted]

9/01/2015                                     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. [redacted] and we have sent the customer a replacement unit.  The replacement unit specifications were discussed with the Mr. [redacted] and he accepted the offer. Please note that the replacement sent the customer was an upgrade. His original unit was a 2012 model and he was offered a unit manufactured in 2013.  Also, he received and upgrade in processor and harddrive type.  Mr. [redacted] has received a unit greater than his original purchase. 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 Mr. [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 Mr. [redacted] and has offered him a replacement unit. Mr. [redacted] has accepted this offer as resolution to the issue with his computer.  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

November 25, 2015Revdex.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 talked to Mr. [redacted] and agreed to cover the shipping
in for customer satisfaction.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

February 12, 2015 Revdex.comAustin Office1005 La PosadaAustin, TX 78752                       RE:  Case# [redacted]     [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 difficulties Ms. [redacted] may be experiencing with her Notebook.  An agent from Acer’s Corporate Customer Care contacted her regarding the issue.  The agent offered to get her in contact with tech support to attempt to resolve the issue by phone.  Ms. [redacted] said she was leaving home and didn’t have time to do any trouble shooting.  She was given the number for technical support but never contacted us.  The agent has left three messages since the initial contact with no response.  If she is still having problems with the unit she can contact us at tech support on the number that has been provided to her. 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

8/24/2015                                     Revdex.com Austin Office [redacted]...

[redacted] RE:  [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 tried calling Mr. [redacted] to offer an expedited repair. We will agree to cover inbound shipping (Priority Overnight). Also, we will ship back the same way. Please note as well once the monitor is received we will move it to the front of the line, to cut off some of the time that Mr. [redacted] will be without his monitor. 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 12, 2014                              
 
 
 
Revdex.com
Austin Office
1005 La Posada
Austin, TX 78752
 
Rebuttal            RE: [redacted]                           [redacted]
 
 
 
We are sorry for the issues Mr. [redacted] may have experienced with his Acer product. Each time the unit was shipped to Acer the issue was resolved by reloading windows and the 2nd repair was no trouble found. 
 
Again we will not refund Mr. [redacted] for the product or reimburse him for packaging or shipping material.
 
Best Regards,
 
Corporate Customer Care

June 23, 2017                                      ...⇄
 
 
 
Revdex.com
1005 La Posada
Austin, TX 78752
 
 
 
RE:  Case# [redacted]    [redacted]
 
 
 
We apologize Ms. [redacted] continues to experience a problem with her computer running slow.  We have fully tested her computer and have found there to be no hardware problems with her product.  We recommend removing or deleting the temporary files from her computer to free up space to make it faster and she may also look into installing an SD card to allow her product more space.  This has proven to help consumers with allowing more space to be free on the computer so it can process her information much faster.  We again apologized for any inconvenience this may have caused her and we will be unable to refund her for the product as again is no sign of any hardware problems with her computer.
 
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 15, 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 efforts to resolve consumer complaints and to promote communications between businesses and consumers.   A member of Acer’s Corporate Customer Care replaced Ms. [redacted] unit and at this time she is testing the unit.   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

December 4, 2014                                      ...⇄    Revdex.com 1005 La PosadaAustin, TX 78752   RE:  Case# [redacted]    ** [redacted]   We apologize Mr. [redacted] is does not find the offer acceptable.  We are happy to help Mr. [redacted] repair his computer under the warranty that came with the product but we cannot warrant a replacement of a product that has never been tested or found to have any manufacture defects for customer satisfaction.  If Mr. [redacted] would like to set up repair of his product under his warranty he has our contact information and we are more than happy to assist him with setting this up but again we will not be replacing his computer for him. 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:I was told that I would get a replacement 
Regards,
[redacted]

1/25/2016                                 
Revdex.com
Austin Office
1005 La Posada
Austin, TX 78752
RE: ...

[redacted] - [redacted]
Thank you for your recent inquiry on behalf of Mr. **.  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. ** and have offered him a 1 time free of charge repair with free inbound and outbound shipping.
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

April 6,...

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 explained to Mr. [redacted] that the software that comes with his computer is an OEM version which does not require a product key.  We let him know that if he purchases a retail copy of Windows that copy will have its own product key.  We have also advised Mr. [redacted] if he would like to purchase recovery media for his computer we do sell it for $19.95 + tax.  Mr. [redacted] asked for us to send him a free copy of the media because he never received it when he purchased the computer.  We have advised Mr. [redacted] that the computer did have a recovery partition with a copy of the media however when he installed the 3rd party software it overwrote the partition so it is no longer available.  We also advised Mr. [redacted] we did send him a free copy of the recovery disks in January 2010 however he has misplaced them and feels that we should send him another copy free of charge.  We have advised Mr. [redacted] it is unfortunate he has misplaced the media we previously sent him but if he would like another copy to replace it he would be required to purchase.  He has declined 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

Revdex.com Austin Office 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 contacted Ms. [redacted] and spoke with her husband [redacted].  The computer is out of the standard manufacturer’s warranty and the ninety day repair warranty.  The unit had two repairs with the last one being in October 2013.  The agent informed [redacted] we offer out of warranty repair for a standard rate and the rate for his unit is 299.99 USD + tax based on the availability of parts.  The agent also told him we will repair the unit for half the cost of 150.00 USD + tax and will pay for ground shipping.  He is hesitant about the offer.  He was informed we will leave the offer open until close of business April 15, 2015.  He will speak with his wife and call back later. 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

Tell us why February 23, 2015 Revdex.comAustin Office1005 La PosadaAustin, TX 78752                       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 anyway. 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 Careere...