Acer America Corporation

April 26,...

2016                                      ...⇄
Revdex.com
1005 La Posada
Austin, 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 repair depot has addressed this issue with Ms. *** and they have agreed to a paid repair at a discount price which has been completed at this time.  Ms. ***’s computer should be shipped back to her today and is in full working order again.
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

July, 2,...

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 Mr. [redacted] regarding this issue.  Mr. [redacted] has a Gateway desktop computer that has gone out of warranty as of 12/23/2011.  Mr. [redacted] advised the hard drive in his computer was defective and he replaced the hard drive but he is having issues installing the software on his replacement hard drive.  We have offered to send out another set of recovery media to Mr. [redacted] but it does not appear that the software he ordered from us is the issue.  Mr. [redacted] is upset that we are unable to provide him with free technical support or any diagnostic tools to help aid him in trying to figure out why this software will not load on the replacement hard drive.  We have advised Mr. [redacted] that unfortunately we do not offer free out of warranty support and we have offered some suggestions to try and assist him with getting this resolved but we will be unable to assist him further with the support he is requesting 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

Complaint: [redacted]
I am rejecting this response because:As discussed with the customer service person at Acer over the phone, the final checkout page for an order gives an expected delivery date. That date was the next day, Friday 11/13.It is reasonable to expect that the final checkout page will have accurate information about a customer's order. You wouldn't expect the taxes to change or the cost of the item or the shipping costs. Why should a customer expect the expected delivery date to change? Neither on the final checkout page or on the following email to the customer was the 1-2 days processing delay stated.When I attempted to contact the customer service upon receiving an email from Fedex the next day (Friday 11/13) I was given misinformation on when to contact Acer to find more information. It took 4 phone calls before I received the response that prompted this Revdex.com complaint. The entire customer service experience has felt misleading and deceptive. It's taken a tremendous amount of time to even get the response that I did.Because of all of these factors I feel my complaint still stands.
Regards,
[redacted]

March 13,...

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 Mr. [redacted] regarding this issue.  We apologize for any frustration Mr. [redacted] experienced in getting his unit repaired. Unfortunately, due to the crack in Mr. [redacted]’s screen, we are unable to repair the unit under the Standard Manufacturer’s Warranty, and the repair would be considered a chargeable repair.  For customer satisfaction we have provided Mr. [redacted]  with 2 options to resolve the issue he is having.  Our first offer was to have Acer repair the unit at a reduced cost of $75 + tax in U.S. Dollars. The second option we provided Mr. Licihi was to either place a hold on his credit card for a replacement hard drive, once he receives the replacement hard drive, there will be a shipping label to return the defective hard drive to us. As long as Mr. [redacted] returns the hard drive within 15 days, the hold will be removed from his credit card. Mr. [redacted] chose the second option and as a courtesy we are also sending the recovery media for the hard drive 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

Complaint: [redacted]
I am rejecting this response because: It's not possible for me to send the monitor esp. before October 6, 2017 for two reasons: 1) this monitor is essential for daily work and meetings so the loss of use will become a serious issue for me especially since from now to early December is the most busy time of the year. 2) the monitor could break easily during the shipping without the original package esp. the glass front and the corners. I don't know why I cannot send it after Oct 6; the other warrantees I have worked with will honor the warrantee as long as the time the case initiated is within warrantee coverage.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Although an agent is working with me no satisfactory solution has been reached.  Although an agent is working with meNo satisfactory solution has been reached. .  
Regards,
[redacted]

June 3, 2015 Revdex.comAustin Office1005 La PosadaAustin, TX 78752                       RE:  Case# [redacted]          [redacted]                An Acer Corporate Customer Care Agent spoke with Ms. [redacted] Tuesday, June 2, 2015 in regard to her complaint. It was explained to Ms. [redacted] when we opened the unit to address the issue with her keyboard, the repair technician discovered a large liquid spill on major components of the computer; this type of damage is not covered under the Acer 1 year Standard Manufactures Warranty.  Unfortunately, due to the amount of parts needed to repair the unit, the unit was deemed unrepairable and Ms. [redacted] was offered a replacement unit at a cost. For Customer Satisfaction, the agent offered to reduce the cost of the replacement unit down to $99.00 + tax. Ms. [redacted] declined the agents offer.  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

4/20/2015                                     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.  Upon speaking with the customer he stated he has already returned the product back to the reseller. Mr. [redacted] asked for some compensation due to all of the frustrations he had during the situation. Unfortunately, we cannot provide compensation in regards to this matter, but we do apologize for his situation. 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

1/15/2016                                 
Revdex.com
Austin Office
1005 La Posada
Austin, ** 78752
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 spoke with Mr. [redacted] on Thursday, January 14, 2016 and requested photos of the cracked LCD to determine if the crack was related to accidental damage or manufacturing defect. Mr. [redacted] did send the photos and a member of Acer’s Corporate Customer Care contacted Mr. [redacted] today to advise that we have determined the crack to be accidental damage and therefore cannot be repaired under the 1 year Standard Manufacturer’s Warranty. Mr. [redacted] was offered a repair at a reduced cost of $90.00 + Tax. Mr. [redacted] declined our offer and disconnected the call.
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 20, 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. 
A member of Acer’s Corporate Customer Care spoke with Ms. [redacted] regarding this matter on 11/17/14. We apologized for any inconvenience this matter has caused.
 
Acer has offered to set the unit up for repair and for customer satisfaction cover the shipping both ways, Ms. [redacted] declined our offer.
 
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

August 3, 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 talked to Mr. [redacted] about the shipping of his computer.  The shipping is the customer’s responsibility but for customer satisfaction we have agreed to send Mr. [redacted] FedEx label.   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

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]

November 30,...

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 corresponded with Mr. [redacted] regarding his issue.  We have advised Mr. [redacted] the warranty coverage we offer does not allow us to provide him with a loaner computer while his computer is being repaired or to replace his computer.  Mr. [redacted] had contacted our support department October 18, 2016 regarding his issues and was advised to reload his operating system.  This caused him to no longer be able to boot into his computer which we have advised him is most likely due to a bad hard drive.  This type of repair is covered under warranty and we have offered to set up the repair with Mr. [redacted] and also provide him with overnight return shipping to help expedite the repair process.  Mr. [redacted] has declined our offer at this time.  If he would like to set up the repair he is welcome to call and we will be happy to help him set this up for service.
 
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: The ACER representative LIED to me (and you) stating that they do not have any e-mail addresses.  I find it interesting that they communicated with the Revdex.com so "quickly," without using some sort of online text-messaging service. I suggest that they sent a message to the Revdex.com via e-mail, but won't do so for me (or any other consumer). I currently own THREE ACER products: TWO PCs and one monitor.  I will never purchase their products again, and will create a (or join an existing) boycott of their company and will return to doing business with H-P, a company that DOES have published e-mail addresses and doesn't LIE about it. I wonder how THIS response will be communicated by the Revdex.com to ACER? Here's my YELP! review for this lousy, lying company: [redacted]
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]

Complaint: [redacted]
I am partially rejecting this response. I appreciate and will accept a new laptop as a replacement for my old non-working one.  However, I have spoken to customer service and have requested that since this will be an entirely new laptop, a year long warranty should come with this NEW laptop that is issued and not just the leftover warranty of 90 days from my old laptop. In addition, this has been a work laptop that I have been without since November 2016 waiting on Acer to make appropriate repairs. However, Acer has been unable to make appropriate repairs to my laptop and this has caused me time lost at work and inconvenience due to not having a working laptop. It is unacceptable to offer only a 90 day warranty on a new product that could also fail as this will be nearly an identical product to my old laptop. Therefore, if this new one fails after 90 days, I will be left with nothing. I would appreciate a 12 month warranty from the time the new laptop is issued.
Regards,
[redacted]

December 3,...

2014                                      ...⇄    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 Mr. [redacted] regarding this issue.  We have advised Mr. [redacted] his Acer computer comes with a 1 year Standard Manufactures Warranty to repair manufactures defects with the product.  We have advised Mr. [redacted] that we are happy to attempt to provide technical support over the phone to see if we can assist with his issues or we will be happy to set his computer up for service under his warranty to repair any manufacturing defects he may be having.  Mr. [redacted] has advised he needs to think about this offer and get back to us.   Mr. [redacted] also did not register his date of purchase with us and is still under warranty without this information until 12/10/2014.  If he would like to update his date of purchase he may do so by uploading a copy of his proof of purchase to http://csapps.acer.com/pop we will be happy to update this information 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:the issue at hand is not regarding what is or is not stated on any websites or other coorespondence.once again for the THIRD time I am referring to what is on the LABEL thats attached. to said laptop. the PHYSICAL sticker.I can provide a picture in my next response. please kindly read the entire complaint as I am getting aggrivated with having to repeat myself a million times. this sticker is the RETAIL sellpoint thats attached to any laptop of any brand. it shows how much memory,graphics card/chipset, harddrive and other features of the product. laptop was purchased RETAIL at a physical store. also have the reciept I can provide a copy of.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The laptop was then defective from the start as it sent us to the link for the recovery discs. It informed us those were the discs needed for repair. I now understand that is not what the discs are for, however at the time we were under the impression those discs would help.It is very clear Acer does not value its customers or customer service. I will not mark this as resolved, and will no longer purchase or recommend Acer for anything.
Regards,[redacted]

12/23/2014                       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 had spoken with Mr. [redacted].  The customer was advised that we will send a disk that will format the hard drive properly and allow him to load the recovery disks which he has already received from our company. Mr. [redacted] has accepted this offer and we will be sending the disk priority overnight for customer satisfaction.   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