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8/31/2015                                     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 has attempted to contact Mr. [redacted] via phone and email on the following dates: 8/27/2015, 8/28/2015 and 8/31/2015. However, we have been unable to reach him. We would like to offer the customer a reduced rate for the out of warranty repair on his unit.  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

August 16,...

2016                                      ...⇄
 
 
 
Revdex.com
1005 La Posada
Austin, TX 78752
 
 
 
RE:  Case# [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 has spoken with Mr. [redacted] regarding this issue.  We have reviewed Mr. [redacted]’s previous repair and ensured him that any parts replaced were the same identical parts that he previously had installed in the computer.  We have advised Mr. [redacted] we apologize that he continues to have issues with his computer and we have offered to pay for overnight inbound and return shipping and to expedite the repair of his compeer to address any issues he is currently still having.  He has accepted our offer and we will be sending the computer to us shortly and we will follow up after the repair to ensure all of his issues have been addressed.
 
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]

2/12/2018
 
 
 
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 Team has spoken with Ms. [redacted] and explained her original unit’s warranty was from 12/30/2012 - 4/1/2016. This even included one 90 day extension on the warranty.
The warranty on this product has expired. Once a warranty expires we proceed with out of warranty fees.
 
Please note that the majority of the repairs were due to physical damage and not manufacturer defect. Therefore, we will stand behind the decision that this unit is now outside the warranty period provided to the customer.
 
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 user saw the exposed wires caused the sparks and circuits shortcuts. Please see attached photos. There is no evidence that the alleged spill, if any, is connected to the product malfunctioning. The business showed no intention of assuming responsibility or sense of customer caring. The warranty should not be voided without addressing the real cause of damage.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The Acer Chromebook sent to me was manufactured in year 2013 and would NOT work effectively in today's environment, without me paying EXTRA money to UPGRADE this Acer Computer. When I started the computer the ERROR MESSAGE that I got is "Chrome sync Error: Chrome OS couldn't syc your data". ACER computer sent to me is an 'old (or refurbished) computer with an old Acer OPERATING SYSTEM(OS) from year 2013. This year is year 2015 and the (chromebook) technology has changed since year 2013.On several occasions that I discussed with [redacted](Acer Agent) I told her that sending me year 2013 Acer will not work today, but she told me that "Acer has the right to send me a 'comparable Acer chromebook from year 2013". We are now in year 2015 and Google Chromebook's OPERATING SYSTEM has changed several times since year 2013 .  The Acer Chromebook sent to me is a piece of junk. [redacted] Store (or any other reputable store) will NOT legally sell to a customer a YEAR 2013 ACER COMPUTER as NEW in year 2015. Does it have to take ACER Computer 4-years to resolve this issue? I am NOT happy with the Acer Computer Chromebook sent to me.
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]The response from Acer Service Co - Not Acer Corp, Not Acer Headquarter etc. is inaccurate -. This mornining , Thursday 8/11/16 I received a call from a lady called [redacted] @ 11:13am (no last name) provided.. prob. made up.. def not a given name.. for a girl.., yet Acer knows my forrmal given name, my address, tel# etc. Started in on me right away, making false statements about how often my original purchased Acer Laptop was sent in, Which was totally incorrect, dis-honest, untruthful, then also how often when my refurbished replacement returned computer from a former customer as returned- obviously it had problems prior to me receiving it, which was never fixed, since I had returned the replacment computer several times. Which we also disagreed on, then when I mentioned that I had spoken to tech support [redacted] yesterday, who had verified All the dates & #'s of returns. Plus another source which thus far I have not mentioned that I spoke with also verified, also via text..  [redacted] chick- from customer support became really hateful, and said that she would now be overseeing step by step the entire process of the repair & return.  I advised [redacted] of how many times I have heard that in the past, that versus this back and forth since Nov. 2013, & still not having a working computer I wanted a brand new working computer. Well immediately I was shut down, and was told that this was not going to happen. [redacted] was very very rude to me, very unprofessional, argumentative, disrespectful, untruthful, very very dishonest. She basically told me that from now in this is the way it is and that was that. Which is not at all to my satisfaction , and I will not be closing the case fore this is just another run around like all the previouse times.  I also asked what she "[redacted]" - not a real name - gad down in her computer what she waa showing the issue was with the computer. She advised that she was showing - only "LAPTOP" not turning on!  Immediately I thought " Oh Jesus" here we go again. When I spoke to [redacted] yesterday, I advised several items that were not working with the laptop; which was not only that the Laptop was not powering on, but also That when it was returned to me end of April and I did turn it on, that I was not able to connect to wifi, even after the return, the laptop was still saying to hook to home phone cable, basically to eithernet, and hear that screeching sound... as previously stated in my complaint, plus also no Window program was installed.. so since April & return of laptop this has not been working plus now is not even turning on or off.  Also previously stated.. Also stated in my review recently done online - as requested via Acer after speaking to [redacted]. I am assuming... me spending approx. 4 min doing this requested survey & other requested surveys are good for nothing as well. Since I do not have a laptop, all this write up - is done via my iphone.. pls excuse my typos. Anyway.. When I tt [redacted] tech support, I was advised - all supposedly recorded... which all conversation is - including the verification of all my returns, which now is being denied.. which should be on a taped conversation yesterday.. was also told more than once a note would be made of all the problems, which obvisously in my very first conversation today with [redacted] - was not written up by [redacted] as was promised.  Thus my comment "Oh Jesus" here we go again was made earlier in above statement.  Vs continued arguement with [redacted], this morning I advised her that. Laptop would be shipped out today sometime via Fedex. Which did occur late this afternoon.  II.  After futher thought, concerning my conversation and in speaking with my sister Donna, I contacted [redacted] this afternoon Thursday 8/11/16 @  the number provited to me and advised [redacted] that she was on speaker phone

Complaint: [redacted]
I am rejecting this response because: There was no fraud. I was legitimately attempting to purchase the laptop from them and took extensive steps with their phone representatives to prove that there was no fraud and left contact information and explicit instructions to contact me in the case of the order not being processed to resolve any issues that might arise so that the order could process accordingly. No attempt on the part of Acer was made to follow up on any of this.Furthermore, I also received an email from Acer after filing this original complaint suggesting that my three attempts to place the order, including the two orders placed through Acer's own representatives on Acer's 1800 number was all the fault of user error on my part, that nothing that has transpired has been the fault of Acer. The email also included a suggestion that I simply go buy a computer elsewhere.As to the release of funds, Acer's email has stated that it is up to my bank to release the hold on the account once Acer cancels my order, which I do understand. However, according to my bank, the dates that Acer has canceled the holds with them in the past has been several days after the date that Acer canceled the order. As of this message, it has been about 24 hours since my order was canceled, and according to my bank, they have not received notice to remove the hold and cannot release the funds.
Regards,
[redacted]

November 23, 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

10/24/2016                               
 
 
 
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

Complaint: [redacted]I am rejecting this response because:  It does not address the many unacceptable and frustrating errors Acer made, the customer service issues that include being ignored and lied to, and all of the time I have wasted the last 13 days trying to communicate and resolve the issue. This is a CUSTOMER SERVICE complaint...it's not about the cracked screen.  That is only a very small part of the problem.I have the e-mails, the Facebook messages, and a recording of the last phone call from [redacted] at Corporate Customer Care for proof of the many errors and issues.  I have proof of everything from the lie or error about the part that was cracked (the touchscreen was cracked but Acer claimed it was the LCD screen and never sent me proof).  Proof of the error with sending the tablet back after two days despite saying I had 4 days (January 29) to pay OR contact Acer (I contacted on the day I received the e-mail and my case was escalate to Corporate the next day).  Proof of customer service failures from ignoring my request to be contacted via e-mail or message NOT phone all the way up to and including [redacted] at Corporate Customer Care lying to me about his position.  Whoever responded to this Revdex.com complaint knows that [redacted] is 'one of their Customer Care agents' but [redacted] says he's the highest manager there--there is no one higher than him.  They probably also know that all of these issues are ridiculous and offering me the exact same thing to fix them is not acceptable at all.  Also, even if the Canada Post claim goes through ([redacted] said the e-mail he provided SHOULD work...I am not optimistic given that response and the initial error or lie about the part that was damaged) that would just cover the cost of the screen replacement according to you guys...and I would still have a tablet that won't charge/turn on properly and absolutely no faith in sending it back to Acer to get fixed and going through this process again.Regards,[redacted]

April 28, 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; the damage is between FedEx and AcerFirst of all, I would like to apologize for not having all the information I needed to correctly file my complaint with Revdex.com. I am sorry for any problems this may have caused.     At the time I started to file this complaint, all I knew was that Acer was charging me for damages to my computer caused during shipping, and that it was Acer who sent the shipping label to FedEx where it was packaged and sent to Acer. I did correctly inform Revdex.com in my complaint that the rep. at FedEx told me that they were unsure if Acer had paid insurance on the package, but that I could not provide the insurance as nothing could be added to the label.    Before finishing my complaint with Revdex.com, I decided it would be unfair to file without first trying to resolve the matter with Acer myself. I first tried several times to reach the Acer rep who had resolved my first complaint as he was quite fair in handling it. As I was unable to reach him, I decided to call the main number for Acer and speak to whoever I could. I did so, but the rep I talked to on the phone was unwilling to resolve the matter to my satisfaction. When asked to speak to his superior he bluntly refused. I was told to contact FedEx to file a complaint with them as the damage had occurred in the shipping. I told the rep. that I felt that the matter was between Acer and FedEx and did not involve me. He refused to budge from his position and this ended our communication.    I was quite upset that they were, in my mind, in the wrong, and instead of contacting FedEx to confirm my belief that it was between them and Acer, I went ahead and finished, and filed my complaint with Revdex.com.    I, after a bit more consideration, did call FedEx Freight; the representative of whom did indeed confirm that the issue needed to be resolved between Acer(the shipper; as they had provided the label and insurance for shipping) She quite firmly assured me that I was not involved in the issue and needed to take no steps to resolve this.    I did not mean to give any misguided info to Revdex.com, though I once again apologize for not correctly seeing this through in the right order. I hope you will be understanding, and that somehow this new information might help to clarify and resolve this matter.    In addition to my first call to FedEx freight, I called their 800 # today 8/11/16 and confirmed what I had been told by the local representative during my first call. Hopefully by forwarding you this email previously sent to [email protected] I am not gumming up the works, but rather helping resolve a conflict between Acer and myself. (Please be advised that after my phone call with you, I once again attempted to reach the Acer representative who helped me resolve my initial complaint to Acer regarding a separate matter, but as before, he was unavailable.)     I feel I have gone above and beyond any reasonable expectation to resolve this matter. My wish is that Revdex.com could get across to Acer what FedEx explained to me, and that they would promptly proceed to rectify this matter.    If you could verify that you have received this email it would be greatly appreciated.
Regards,
[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. I have talked with the Acer Store and it looks like [redacted] ordered the unit on Friday morning and that same day the unit shipped priority overnight for delivery on Monday morning.  The unit was refused Monday due to damages to the box.  Acer will typically reship the order but [redacted] has decided he no longer wants the computer.  The Acer Store has agreed to refund [redacted] the shipping charges. 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:I was told that I would get a replacement 
Regards,
[redacted]

September 29, 2017                                      ...⇄       Revdex.com 1005 La Posada Austin, TX 78752       RE:  Case# [redacted]    [redacted]       While we do understand Mr. [redacted]’s need to have continued use of the monitor, the only way to repair his product is for him to send it for service.  Mr. [redacted]’s monitor came with a 3 year warranty which ended on 9/25/2017.  He set up his monitor for repair 4/24/2017 for this same issue and has had 5 months to send it but has not done so.      We have also provided Mr. [redacted] several methods of how to pack and ship the monitor for service that should not damage the product and per his warranty he is responsible for packing and shipping the monitor to get it to us for repair.  If Mr. [redacted] does not wish to accept our offer he is not inclined to however, we cannot fix his monitor if he does not wish to follow the warranty repair process.    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:
They had me pay to package the defective laptop to send it to there Texas repair plant. They got it and called me to say they fixed it by replacing the hard drive. I received it today. I opened it up and started it. It still is is using 100% of the dock and the wifi still jumps from zero to max 3 to 4 times a minute while not downloading or sending anything. All they did was fix the damage that their agents caused by telling me to do a factory reset on a computer with a faulty disc that is also having major issues sending and receiving packets. They did not fix the original defects. I'm not sure why the original case was closed when the issue had not even been addressed but the original case is [redacted]. More information can be found there.A refund of the entire price of their defective laptop. Including the tax and the cost of packaging to send it to them for them to not fix.
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.  Mr. [redacted] agreed to the replacement we sent and has signed for the replacement that was delivered under FedEx tracking number [redacted]. 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 19,...

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 this issue.  Mr. [redacted] has provided Acer with the information he has regarding his issue and we are currently working with the Acer Recertified department to see how we can further assist Mr. [redacted].  Once they have responded back to us we will be back in touch with Mr. [redacted] to follow up with a resolution to his concerns.   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