Acer America Corporation

February 2,...

2017                                      ...⇄
 
 
 
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 apologized to Ms. [redacted] that she continues to have a problem with her computer and we have advised her that it was never our intention to return the computer back not repaired correctly.  We have provided Ms. [redacted] an overnight shipping label to send her computer back for us to repair correctly.  Her product has arrived this morning and will be expedited through our repair process and then overnighted back to her to resolve this as quickly as possible for her.  We will follow up with Ms. [redacted] after getting her computer back from repair to ensure her issue is resolved correctly. 
 
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

4/25/2016                                 
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 representatives has spoken with Mr. **, he is going to send us an invoice from the work he is stating was done in [redacted] at cost.
We are still awaiting a response from Mr. ** at this time in regards to his complaint.
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

11/10/2016                               
 
 
 
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 replace his unit.
 
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:
The way Dusty is handing this case is just too unprofessional
and disappointing. She continued sending emails using her [email protected] email account (preventing me from replying) and never
answered my calls. In addition she never called me besides twice on June (6/26/2017
– initial contact attempt and I missed the call, 6/27/2017 – she offered the
home class laptop as a replacement). She also threatened to close the case
twice so far, claiming that I didn’t respond (see attached).  
 
I apologize but our company and employees know what we need
and we are not going to accept the TMP259-M-77LY. Please stop promoting this
downgrade model (see attached, we don’t need any of those she advertises) as
our answer will remain the same. For the third time, we purchased the TMP645-S-51FE,
the ultraportable laptop, for our employee that travels a lot. What he requires
are portability & mobility. This is like informing us to take a SUV over a
defective sports car. Yes they are both a car but have different purpose. If
this doesn’t make sense to you I suggest that you consult Acer engineers and
find out why they designed and released the ultraportable model.  
 
By the way I’ll be happy to upload the proof of purchase of
the unit if you are going to offer something that is equal or a refund. 
Regards,
[redacted]

August 9,...

2017                                      ...⇄       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.    Ms. [redacted] reached out to us through the Revdex.com in October 2016 with issues of her computer overheating.  At that time we brought Ms. [redacted] computer into our repair depot as a courtesy to evaluate any possible safety concerns her computer may have been experiencing.  We explained to Ms. [redacted] the courtesy evaluation is to inspect the product for possible safety concerns only and any hardware or software issues would not be addressed free of charge as her computer had been out of warranty since July 9, 2012.  Ms. [redacted] accepted our offer and sent her computer in for the safety evaluation and we did not find any safety issues with the computer.  The only concern that we found was her fan was clogged up with dust and debris.  We cleaned out the fan and reloaded her software and ran a diagnostic test to confirm her computer was working well and no longer overheating.   In February 2017 Ms. [redacted] contacted the Revdex.com again and this time stated that her CD ROM was not burning CD’s.  We have advised her at that time she could attempt to reload her operating system to see if that would resolve the issue.  We explained if this does not resolve the issue she may have a hardware issue with the computer and our cost for an out of warranty repair to resolve this will be $259.99 USD plus tax.  We apologize that Ms. [redacted] continues to experience an issue with the CD ROM however this is not something we can assist her with any longer as we no longer offer out of warranty repair for this product due to its age.  We recommend Ms. [redacted] may want to check with a local repair shop in her area to see if they can better assist her with her concern.   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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and given that the company refused to have the repair done 100% under warranty and because the PC was useless if I didn't get the screen replaced I had no choice but to accept this resolution as satisfactory to me. The PC is extremely fragile and I hope the screen doesn't break again. I only had it 70 days before the original screen failed. 
Regards,
[redacted]

8/17/2015                                     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. Mr. [redacted], via phone to provide him with support in the location of his unit. We were unable to locate anything in our systems under the customer’s name or phone number.  Mr. [redacted] was asked to provide us with his computer’s SNID or Serial Number, a case number referencing the repair or the inbound tracking number where he sent the unit to us.  He was unable to provide me with any information to help in locate his system.  Without the needed information we are not able to assist the customer in the location of his product. 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 reject the business response because:   although I do accept the response to the recovery media being sent to me at no cost as it should have been done from the get-go I am satisfied that acer finally agreed to give me a copy of the recovery media free of charge.   regarding the processor: my complaint still stands and my resolution I still stand firm on due to the following: acer states clearly on the label attached to the laptop(i have photographic proof) that the processor is a quad core 2.0 ghz. this being said ALL 4 CORES should be true 2.0 ghz cores not 1.86ghz. the label states nothing about the true specs of the processor. weither or not it may or may not be a misprint this is a sellpoint of the machine and is misleading. even the demo units at [redacted] stated the same on the labels.    furthermore the processor is end of life on february 12 2014. we purchased this laptop on april 2014. intel said that the processor can be removed from the system so all I am seeking is a quad core 2.0 ghz processor equivalent to or better than the label states compatable with the boards socket type or a price diffrence of the processor based on the MSRP of the processor at time of manufacture from intel when it was in life cycle. I think this is a fair and reasonable demand as if I were the OEM of a computer system faced with the same issue I would offer the consumer this very option with my apologies. this was a 449 dollar laptop not a cheapo 200 dollar basic unit.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I sent the laptop to Acer's tech department so they could remove unnecessary files.  Upon its return, I've used it about 3 times and it was working fine.  Today, it slowed down to a crawl and I couldn't get anything done online or offline.  Settings are reporting that some 27 meg of the 29 total are already full.  Then a "Device Setup" window appeared, just like the previous times when I couldn't get the laptop to work.  It basically will stay on this setup window forever & be unusable.   So, I would like to re-open my case.  As I said before, I have a $250 product that does not work.  Acer says it's Microsoft Windows 10's fault.  It doesn't matter ... it doesn't work!  I want to return the product for a refund.   Please help me on this endeavor.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The damages were not regular wear and tear, and they were not due to mishandling on my end. It was a manufacturer flaw and I think that making me pay well over half the cost of the entire unit to simply repair the screen is absurd.
Regards,
[redacted]

August 23, 2016   Revdex.com Austin Office 1005 La Posada Austin, TX 78752                         RE:  Case# [redacted]                               [redacted]                  We found out Mr. [redacted] paid FedEx to package the unit and Acer paid for the shipping.  Due to Mr. [redacted] not being able to file a claim with FedEx for improper packing we have agreed to repair the unit this one time 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

10/06/2017
 
 
 
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 Team spoke with Mr. [redacted] regarding this issue.  We have agreed to expedite the unit in and back from the facility.  We have also agreed to have the unit expedited through our repair process.
 
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:I received the computer last Thursday or Friday. There was no invoice or paperwork to indicate what they did, If anything. As I indicated before, Acer had so many complaints about the keyboard on this computer that they created a "second generation ". Of course my husband knew nothing about this when he purchased the computer as a gift. I had to send the computer for repair within 6 weeks of purchase 
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 me. Regards, [redacted]

April 19, 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 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] regarding the computer issues.  The representative agreed to set the unit up for service so it could be brought in to determine what is going on.  The representative also provided a shipping label so the shipping would be covered.  We will follow up with the customer after repair to make sure the unit 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

Complaint: [redacted]
I am rejecting this response because:
1) I received a third replacement Acer Laptop, unit. Originally I was told Acer support does not have new Acer Laptops, only used once - since theu only are a Service & Repair Facility. I was advised this by Mr [redacted] , a customer Suport Representative @ [redacted], Tx. - who also refused to provide me with an email address as well as the other 2 previous Acer Support Customer Representative. I further was told by [redacted] from Acer Support in Tx, after written - email to CEO at Acer America in San Jose, CA, and also to Share holders & main head quarters in Tokyo begging for assistance and help. also coppied Revdex.com . ( I never received call back from Acer america) that my email was forwarded to him [redacted], @ Acer Service Co, in [redacted] TX.- that he would be my contact person from now on. Good thing was, vs fixing my 2nd nd 3rd time returned non working Laptop that [redacted] was authorized to send me replacement Laptop once my 2nd LapTop was returned for the 3rd time. Upon the 3rd receipt of my 2nd Acer Laptop, and my previous 6 time returned original acer Laptop, a 3rd Unit was going to be heading my way.2) initially I was advised that the 3 laptop would be also a refurbished one.. Vs a new one. Plus. Only would Have Windows 8 on it. , & that was that. witch Acer in [redacted], Tx only being a Service & Repair center they do not have a new units available. I was not happy with this at all, Fore I have been there done this for over 2.5 yrs, come September 3 yrs. I am sick and tired of the entiremess, and having to go back and forth continually.3) following Day, 8/12/16 [redacted] had called again, said that day was my lucky day. Advised that a new computet was found in s box. Never opened, gave me SNID #, and Serial No. I them asked for Manufacture date, was advised that he did not have this info in front of him.. but multi times assured me it was new, was not refurbished etc etc and would go out as soon as my otherLaptop Would come in. I advised [redacted] the teacking # for the othet Laptop was already out of my hands &  in Fed. EX hands - showing laptop already being in TX.4. I teturned [redacted]s call and advised him of this wanting and needing a LapTop Now, vs a week or do from now.  plus laptop was to be delivered to facility the following day.5. Even with all the tra ra I had gone through, I still had to wait until it was received and [redacted]ed as being received in the Service Repair Center.6. finally the Nee ACER laptop was being shipped out to me, which was received by me on 8/19/19. I put togethet, let it charge over night, [redacted] called asked if I had received and was advised I had, additionally also that I had not yet, set it up & would do so that same evening.7. Finally set up was done, I started playing with it, and then problems started. LAPTOP WOULD NOT ALLOW ME TO INSTALL Microsoft Personal software - Even called Microsoft for assistance, Laptop would not allow Microsoft tech support install, automatically, nor me manually. Spent almost 1.5 hours on phone - was advised By Microsft tech support that New Acer Laptop- which Manufacture date was 1/4/2014- thus not new as advised.was severely damaged, after again I had paid for 3rd time forprogram, the ENTER button also would not work, The screen too was fluckering from light to dim, Acer portal constantly popped up, stating "Before continuing using this app, you first have to download, and install new uptates first, I pressed ok several times,this did not work, installation /updates did not take. Or finish.. Tried this 4-6 times that time, I also could not X out from any screens, I had to go to minimize screen click on this, then use my scroll down errors to go out. Also the Alt D would not work. BASICALLY THE SO CALLED NEW LAPTOP SENT TO ME WAS A DUD  / not NEW AS WELL. I WAS LIED TO AGAIN!!8. At this point I was so frustrated I again sent email with various attachment to the same people as previously, CEO. ACER America, San Jose, Ca, plus all the share Holders in Tokyo. 9. I have had enough. I requested refund or a 2016 laptop with windows 10, I totally have it up beyond my eyeballs.plus I also had left multi messages about all the problems that Laptop incured - not able to down load, install, enter button notworking, aps dissapearing etc etc.Monday 8/22/16 tt [redacted] advised him of wanting a refund. WAS ADVISED I had to dig out my receipt that currently is in storage, with original box. I advised [redacted] of my frustration , aggravation, loss of time, non- use, also losd of $$ of installed Programs ..I said I wanted to to make it short and sweet. with my cancer, and other health issues. My hubby also working Mon-Sat.. 3:30 till whenever.. To pay me $300 vs the $450+ all the lost programs, He advised that he would need to check first. BUT REALLY NEEDED MY RECEIPT. I advised him.. Sure I will get it.. But once I do the $300 is no longer on the table it will be a lot more $$. 10. [redacted], D then advised yesterday that he would have to check with his uppers for approval and would call me back same day or the next. 11. tt [redacted] D today 8/23/16 was advised the $300 refund would be authorized, however I needed to return existing 3rd Non working Acer back to facility, once returned it would take approx. 2-3 mo for me to receive a $ 300 refund check!! I was not still am not happy about the 2-3 month waiting time for a refund check, I do not understand.. I still do not have a working Laptop to use & it seems unrealistic tactics are being used.. I have never ever experienced a 2-3 month waiting time or longer for a refund check in my entire life. AGAIN MORE MONTHS WITHOUT A COMPUTER, No humanity , Unwilling to work with a deathly ill disabled person who has been for past 3 yrs at Acers mercy. lost also FaceTime with my 24 yr old beloved daughter in [redacted] and my 2 yr old grandson [redacted]PLAINLY PUT, at this time my Complaint with Revdex.com is not over or closed for, I still do not have a working  Acer Laptop computer in my posession, Even after 3 yrs  going back and forth  @ least 10 returns or more, 3 Non working Acer Laptops, have experienced untruthfulness time after time, & now  being advised my refund of $300 (even after special offer was made - for less than full price of original purchase price & all professionally installed apps . microsogt Office, Word, EXCELL etc. - 3x. Plus purchase of Norton Desktop.. Going through 3 yrs of non use & waiting.. With additional possibility of even not receiving promised refund in 3 mo. ?? - too many empty promises thus far have been made, trust is gone.. too many lies about "i promise it will get fixed this time"!! I am not convinced that I will ever receive anything period.. too many loop holes & uncertainties - Fore I have nothing in writing - everything had been done, promised only verbally, which today does not mean much anymore. Thank you, [redacted].

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 price. I 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 purposes. At this point I would just like a refund.
Regards,
[redacted]

3/26/2015                                     Revdex.com Austin Office 1005 La PosadaAustin, 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 contacted Mr. [redacted] and discussed the concerns he expressed in his complaint.  He was advised that we can sell him the recovery media as long as it is available. Let Mr. [redacted] know that due to the age of the unit this may not always be the case. Customer denied purchasing the media and advised he would purchase an external optical drive in order to create his own. 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:Didn't solve anything, and wouldn't put me in contact with anyone that could.
Regards,
[redacted]

May 12, 2017   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 talked with Ms. [redacted] regarding her computer.  We have received the computer and we are in the process of expediting her repair.   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