Acer America Corporation

February 13,...

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 determined that Ms. [redacted] has purchased her computer from HSN in 2014 and is outside of the Standard Manufactures Warranty that came with her product.   We have offered Ms. [redacted] the option of supporting her product, which is out of warranty, for a fee and she 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

January 17,...

2017                                      ...⇄
 
 
 
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 his complaint.  We have discussed with Mr. [redacted] we do believe we can resolve his issue and we have provided him with a prepaid shipping label to send his computer back so we can resolve his issue and we will also expedite the computer back after repair and follow up to ensure his issues are resolved.  Mr. [redacted] has accepted our offer and has shipped the computer to us to 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

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]

December 3, 2014
 
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.
 
We regret to hear of the difficulties Ms. [redacted] has had with her Acer notebook.  The product in question shipped with a 1 year Standard Manufacturer’s Warranty. This limited warranty does not cover the damages for this product.
 
A member of Acer’s Corporate Customer Care spoke with Ms. [redacted] regarding this matter on 12/3/2014. We apologized for any inconvenience and explained the damages are not covered via the warranty. For customer satisfaction we offered to reduce the out of warranty repair fee to assist Ms. [redacted] with getting her Acer notebook 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 I believe ACER to be in the wrong. If I were to make a chair that broke when someone sat in it, they wouldn't accept it and I'd have to make one that doesn't fall apart. I can't just say that I'll evaluate why it broke but not replace it with one that isn't broken. That would be the same as stealing their money and also dishonest.
Regards,
* [redacted]

5/18/2015                                   �...⇄
Revdex.com
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] and we have received Mr. [redacted]’s shipping receipt and will be working to process the refund.
Please note, the refund process can take 4-6 weeks to be finalized. We will be working to refund the total amount of $21.21 USD.
Also, our standard manufacturer’s warranty covers manufacturer defects. It does not cover damage due to liquid spill or any other type of physical damage.
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

6/27/2016                                 
 
 
 
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. 
 
An agent in Corporate Customer Care explained to the customer that the unit is refurbished by another company named, [redacted].
 
We forwarded an email to [redacted] asking them to reach out to the customer, due to them carrying the responsibility of the warranty on the product.
[redacted] responded by stating that they have been in email contact with the customer since Friday, 6/24/2016.
 
We do not cover the warranty on this product as it was refurbished by [redacted].
 
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 [redacted] is steal not satisfied with the way Acer American Corp. handled me stating that I would have to pay some of the difference of the sum $ 600.00 , for another computer . When all I was asking for was a replacement for the same type of computer or equivalent too my computer Aspire V5 . I did not think that it would be such a lost for them, beings though when the computer was under warranty , I asked Acer Tech. Dept. that fix computers to replace the computer, Because something was broken on the side usb port for internet service connection lose the inside of the computer I found out later had something wrong as well and this Is when the labtop was sent to me by mail. I did not even have the computer a full 3mo's. So Please help me really resolve the issue.
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]

9/25/2015                                     Revdex.com Austin Office 1005 La PosadaAustin, TX...

78752 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] and she advised that all was resolved on the unit and it is now functioning and does not require further assistance. 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

October 21, 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’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 Ms. [redacted].  We have agreed to bring the unit in for repair and for customer satisfaction we will send a link with a FedEx label so the shipping will be covered.  We will contact Ms. [redacted] after the unit has been received to make sure everything 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

August 3, 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.    We sincerely apologize for the issues Mr. [redacted] has experienced with his product and with Customer Service.  The Processor that is in Mr. [redacted]s’ unit is an Intel Celeron Processor N2920. Per the Intel Website [redacted], the processor is a quad core with a base speed of 1.86 with turbo bursts up to 2.0. We apologize for any confusion this may have caused Mr. [redacted].  In regard to the recovery media, for one time customer satisfaction we send the recovery media free of charge.  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

2/04/2015                                     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 has attempted to contact Mr. **.  The customer has been advised that the warranty on his product was through another company, Teleplan. This unit was sold as a refurbished unit and we no longer assume responsibility for the product.  The reason the initial repair was set up was due to the wrong serial number being used to set up the original repair. Once we received the unit is when the error was found and why the product was sent back as required. 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 25, 2017   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.   The standard warranty does not cover damage or cracked screens.  If Mr. [redacted] would like to get the unit repaired we could repair it for a fee.    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

May 31,...

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.  After speaking with Mr. [redacted] we have agreed to reduce the cost of the out of warranty repair to fix his product and he has accepted our offer.  We have provided Mr. [redacted] a shipping label to send his computer back in for service to repair this issue and we will follow up with him once he receives it back to ensure his 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

Complaint: [redacted]
I am rejecting this response because: I spoke with a very rude lady. She blatantly stated that Acer does not ship recovery CDs with any products. I told her I indeed have recovery CDs that came with the tablet. I offered to send pictures of the CDs to prove it. She declined and stated she could sell me a USB recovery stick for $45. Why would I pay for something that should have came with the tablet? I also was following the instructions for using the recovery CDs when then lockout occurred. The recovery CDs do not work with the Tablet in the default state and require me to set a password to make the changes. The setting I accidentally clicked should erase all security setting like it states. It did this but did not reset the security password. So now the password that I know no longer works. She offered to reset the password for $75. I refuse to pay because your product does not work as intended and your recovery media does not recover the product. I will never buy a Acer product after this extremely poor customer support for a faulty product.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I got the hd today but it was not a western digital blue, it was instead a cheaper less inferior hd seagate from a different manufacture as far as I konw you can still get the wd blue everywhere and they still manufacture them with no issues .   also requested a windows disc and I didn't receive one either.
Regards,
[redacted]

March 9,...

2015                                      ...⇄    Revdex.com 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 spoken with Ms. [redacted] regarding this issue.  We have advised Ms. [redacted] that we understand her frustration with her product.  As Ms. [redacted] indicates she does have a 2 year repair warranty for her product.  For customer satisfaction we have provided Ms. [redacted] with 2 options to resolve the issue she is having.  Our first offer was to pay for her inbound shipping to bring her unit back in to our repair depot.  We would set her unit up for repair with one of our senior technicians as well as work with her and the technician to ensure her issue was resolved.  The second option we provided Ms. [redacted] was to replace the product for her.  We explained that her current warranty would also transfer to the replacement product.  Ms. [redacted] has refused both of our offers.  We have advised Ms. [redacted] we are unable to fulfill her request for a refund as again she does have a repair warranty for her 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 am rejecting this response because:no where on the sticker does it state UP TO 2.0 GHZ. the label as depicted. quite clearly simply states 2.0 GHz.that is where the false advertising falls. I know what the websites and intels ARK states and quite frankly I do not care.this beating around the bush and making excuses is NOT customer service!Regards,[redacted]

May 25,...

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 currently provided Mr. [redacted] a prepaid label to send his monitor in so we can run some test to determine what is going on with his monitor at this time.  We will follow up with Mr. [redacted] once we have a better idea of the issue.  Mr. [redacted] has accepted our offer and will be sending the monitor to us soon.
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