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Acer America Corporation

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Acer America Corporation Reviews (312)

Complaint: [redacted]
I am rejecting this response because:I informed the ACER Computer agent that (I) Her company should have a record of their sales to everybody who ever bought their computer. I returned the computer to Acer Computer TWICE for repairs.(11) My previous ACER CONTACT NAME is: [redacted]. I listed this name in my original complain with the Revdex.com.(III) ACER' s Marketing Dept continue to contact me urging me to EXTEND WARRANTY on an Acer computer that I don't have. The acer computer agent is too lazy to contact her 'internal resources' for more info on an ACER Computer.(iv) In my complain with the Revdex.com I listed the "order number' for this Acer Computer. The SERIAL NUMBER for this ACER computer is:[redacted](v) In my complain with the Revdex.com I gave the date when I purchased the computer and how I paid for the computer(vii) I last shipped the computer to: Acer Service Corp-US, [redacted].As you can see I have provided several relevant info to help Acer Computer locate and resolve this issue. It is obvious to me that Acer Computer does not keep good record of their sales. From the response of Acer to me they don't believe that I ever purchase a computer from them. I paid with a credit card and Acer have repaired the computer TWICE in the past. It is not the job of a customer to keep record of services. 
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. I was told that in there system it didnt show that they refunded me the money even thought they did.
Regards,
[redacted]

November 25,...

2014                                      ...
 
 
 
[redacted]
 
 
 
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] this issue.  We are sorry for the issue Ms. [redacted] experienced with the product.  The agent offered her a one time out of warranty repair at no charge to her and she accepted the offer.  The Tablet has been set up for 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. 
 
 
Best Regards,
 
Corporate Customer Care

January 5, 2016   Revdex.com Austin Office 1005 La Posada Austin, 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.   A member of Acer’s Corporate Customer Care spoke with Ms. [redacted] and unfortunately we were not able to find any system registered to Ms. [redacted].  It was recommended that Ms. [redacted] try to get in touch with the store that sold her the computer to see if they have any records of the unit that was sold 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

July 10, 2015                                Revdex.com Austin Office 1005 La PosadaAustin, 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.   A member of Acer’s Corporate Customer Care spoke with Mr. [redacted] concerning his complaint. We sincerely apologize for the inconvenience Mr. [redacted] had in attempting to purchase a computer through our e-Commerce department.  It is our responsibility to protect the best interests of our consumers as well as our company. We have a verification process which includes certain criteria. If we are unable to match the information provided we are asked to cancel the order.  An e-Commerce agent will be giving Mr. [redacted] a call today to discuss and process the order if Mr. [redacted] is still interested.  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

September 14,...

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 reviewed Mr. [redacted]’s complaint.  On 8/30/2017 Mr. [redacted] set up a repair case from our Acer website for his Acer monitor.  The symptoms he included were: Step 1: Power on Step 2: Look at the screen.  He was provided an email with instructions how to pack and ship the product to send in for repair.    Mr. [redacted]’s monitor arrived on 9/11/2017 at our repair depot.  Upon receiving the monitor we noticed the product to have a cracked LCD.  (We have included a photo of Mr. [redacted]’s screen with this response.)  The 3 year Standard Manufactures Warranty that accompanies Mr. [redacted]’s monitor ([redacted]) does not cover physical damage and that is why we contacted him to provide him options for an out of warranty repair.  Mr. [redacted] has declined our offer for an out of warranty repair and we have since returned the product back to him unrepaired under FedEx Tracking Number [redacted].   If Mr. [redacted] would like to accept our offer for an out of warranty repair he is welcome to contact us back and we can set it up with a credit card or debit card over the phone.  The fee as quoted is $232.34.  Since we have already shipped his product back we would be willing to offer a onetime return shipping label to send it back in for the repair if he would like to accept 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

November 8, 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 we will have one of our senior technicians look it over to make sure everything is addressed.   We will contact Ms. [redacted] after the unit has been received to make sure everything is working properly.  We have also confirmed that the unit is registered in our system at this time.   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

10/20/2016                               
 
 
 
Revdex.com
Austin Office
1005 La Posada
Austin, 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 has researched the issue and determined, that we can offer the customer a reduced out of warranty repair fee of $100.00 USD plus local taxes.
 
The customer was advised during a chat session with our company, during her warranty period, that we required a proof of purchase in order to update the warranty dates.  We would require this information as the systems are sold through a third party reseller so we are not aware of a customer’s actual date of purchase.
 
Customer was also advised, during this chat session, once she sent the proof of purchase to allow 24 business hours for us to update her warranty and then she could reach us back for the warranty support needed.
 
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

January 20, 2016                                  
Revdex.com
Austin Office
1005 La Posada
Austin, TX...

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] in regard to the issue. We sincerely apologize that Mr. [redacted] experienced issues with his Acer product shortly after purchase. While we are unable to refund Mr. [redacted] for his purchase, he was offered repair under his one year Standard Manufacturer’s Warranty. Mr. [redacted] accepted our offer. A follow up call will be made once he receives his computer back from repair to ensure everything is working properly.
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 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 apologized to Mr. [redacted] for the way our chat support handled the issue.  We have advised Mr. [redacted] the red mark he was referring to is actually paint that is put on the screw/bolt during the manufacturing process to mark if the screw or bolt has come loose so it can be adjusted.  We have assured him this is very normal to find on our monitors and apologized for any confusion.  He has accepted our apology and explanation and is satisfied with the issue at this time.
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: this product is defective.  I gave Acer a chance after the first hard drive failure, and sent it for repairs.  I paid $150 to send the computer to the repair center.  The "repaired" product came back and failed yet-again.  I cannot risk another hard drive failure with a "repaired" or new product.  My graduate school career is dependent on having a trustworthy, dependable computer and this product is none of those.  It is unethical not to provide me with a refund for a product that is defective.  I have paid over $4,000.00 in dealing with this product.  Once to purchase the computer ($1524), then an additional $2000 after the FIRST hard drive failure to recover my data.  I have no confidence whatsoever in this product and cannot agree to another repair or a new computer, when it will most likely fail again in the future.   
Regards,
[redacted]

May 19,...

2016                                      ...
Revdex.com
1005 La Posada
Austin, TX 78752
RE:  Case# [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 contacting FedEx it was determined that the package had fallen off of their conveyer belt and was never delivered.  After our calls they were able to locate the package and get it delivered to us and we have since updated Mr. [redacted]’s account and processed his credit.
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:While it is better than the
first suggested model it is still
another downgrade offer: 1 Year warranty (instead of 2), 15.6” (instead of
14”), and 4.92 lbs (instead of 3.31 lbs). As I have stated before, we paid extra for the ultra portable model. We are looking for portability, not processing power, resolution, and DVD as our employees travel a lot.   I do not understand why Acer is looking to change our company/employee's preference by suggesting bigger and heavier model.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Acer already offered this downgrade on 7/3/2017 and I rejected. I don't know why they are offering the same downgrade model again. Dusty continues to not answer calls (she doesn't call either) and sends emails using [email protected]. I'm not sure what they are trying to achieve here. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Your photos show the vertical lines on the screen, it did not show the crack or physical damage. In fact, on the phone call you stated it is INTERNAL and one cannot see it.So the question is, is the "crack" a physical damage due to misuse or it is actually a manufacturing defect. After all, there is NO sign of any damage at the outside of the LCD. If the crack is due to external force/pressure, does it make sense one will see it by eye? By any means, perhaps, you can give me some proof that one can crack a PC monitor LCD internally yet there is no sign at the outside. 
Regards,
[redacted]

5/27/2016                                 
 
 
 
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. 
 
The prize was announced via PC Gamer. They announced the winner on their Facebook page and Twitter handle.
 
The winner was picked through Twitter.
 
Rules of the competition were posted at [redacted].
 
Below are some links which show the announcement of the winner.
 
[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

November 12, 2014
 
 
Revdex.com
[redacted]
[redacted]...

[redacted]
 
                                        ... 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] regarding the issue and left a message for her to call us back.  She called back very upset that an Agent with Acer contacted her and stated she sent the letter to the Revdex.com and the Revdex.com should be answering her letter.  The agent explained to her the complaint is against Gateway and Acer is the parent company of Gateway and that is why she was contacted by Acer.  She does not believe that Acer bought Gateway more than seven years ago and feel the agent is lying to her.
 
The agent addressed the complaint with Ms. [redacted] about an optical drive she said we would not send her.  The optical drive was sent to her at no charge and was delivered  09/23/2014 10:11 AM ; [redacted], MO; Given to customer.  Ms. [redacted] denied receiving the part. 
 
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

May 10,...

2016                                      ...
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 apologize for any inconvenience Ms. [redacted] is still having with her monitor.  We have provide her a prepaid shipping label to send her monitor in for service and we will be working directly with her during the repair process as well as follow up after the repair to ensure her issue has been resolved.  Ms. [redacted] has accepted our offer and will be shipping her product to us shortly.
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

June 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 has been in touch with Mr. [redacted].  When the representative talked to Mr. [redacted] he said the issue had been taken care of.  It looks like Mr. [redacted] was able to get in touch with a representative and they agreed to send him a label so the shipping in would be covered.   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

8/10/2016                                 
 
 
 
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 has spoken with Mr. [redacted] and advised him that packaging is the responsibility of the customer.
 
We received the unit with damages caused by inadequate packaging. Please note that I have attached a picture of the box and material used to ship the unit as well as 2 photos showing the damage to the unit.
 
Per email sent to customer when the repair is set up:
 
“We recommend shipping the product in packaging that provides the product with a degree of protection equivalent to that of the original packaging.
 
We recommend;
Using 3 to 5 inches of bubble wrap to protect your product
Using 3 inch wide plastic packing tape or 3 inch wide reinforced water-activated paper tape to seal the box.”
 
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

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