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6/28/2017
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 reached Mr. [redacted] and offered to replace the unit with another model. We are waiting for their decision on the offer.
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
11/17/2015 Revdex.com Austin Office 1005 La PosadaAustin, TX 78752RE: [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 the case and spoken with Mr. [redacted]. At the beginning of the order process on our website it does state the following in regards to recovery media orders:Referenced shipping times do not include the time needed to process the order. All Recovery Media orders may take 2 business days to process prior to being shipped.Also, please note that FedEx did deliver the order 1 business day after it processed and shipped.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
May 31, 2016 ...⇄
Revdex.com
1005 La Posada
Austin, TX 78752
RE: Case# [redacted] [redacted]
A representative from Acer has reached out to [redacted] Support in regards to Mr. [redacted]’s dispute. Mr. [redacted] entered a contract for paid software support services in May 2015 with [redacted] Support. His contact was for 15 issues and he has used all 15 of his issues over the past year for different types of software questions he has had. [redacted] Support will attempt to provide their best efforts to resolve issues but not all issues can be resolved. [redacted] Support has fulfilled Mr. [redacted]’s contract and they will not provide any refund. The issues Mr. [redacted] is currently having are related to corruption of his software and we have previously addressed this issue with our last response as we are providing Mr. [redacted] a free copy of his Windows operating system since he has upgraded his software and can no longer make a factory recovery disk.
Neither Acer nor Answers Buy Support can resolve all operating system issues as we are not the manufacture of the software. We again will follow up with Mr. [redacted] once he receives the software to ensure he is able to get it reinstalled on his computer and put the computer back to the original factory settings.
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
8/21/2015 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] back in August of 2013 in regards to this issue under a case with the Attorney General. We advised the customer at that time that we had repaired the unit and were trying to send it back to the customer. Customer refused the package and we made several attempts to resolve that issue. Due to the lack of time without contact from the customer, it was determined by the Attorney General that we made all necessary attempts to return a working product back to the customer. We can offer a replacement on the unit at this time. The replacement would be a unit that is equal to his original unit in specifications. If the customer would like to accept this offer he can call us at the number he was provided. 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
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
3/16/2016
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 number of Acer’s Corporate Customer Care representatives have tried to make contact with Mr. [redacted] on 3/14/2016, 3/15/2016 and 3/16/2016 and have not been able reach him.
Voicemails were left on each attempt.
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]
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
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 did inform the Company that they need to work on there contact support to get questions answered in which the agent agreed. All I wanted was and answer in regards to the product if it was a defect, The agent informed me that there LED monitors can have a burned image into the monitor after time.
Regards,
[redacted]
11/29/2016
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 was able to answer his questions in regards to his LED monitor.
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
5/27/2015 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 has contacted Ms. [redacted] and discussed the concerns she expressed in her complaint. Ms. [redacted] was advised that her unit is refurbished and all warranty support is handled through the company, LSI-Teleplan. Ms. [redacted] was provided with the phone number to contact LSI-Teleplan, for her warranty support. 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.
thank you Revdex.com everything is wonderful thank you so very much.
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
May 12, 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]. The representative apologized for the issue he was having and explained that we received the computer with a liquid spill inside the unit which voided the warranty. Due to the damage the spill caused the unit was determined it was not able to be repaired. The representative offered to replace the unit for a fee but Mr. [redacted] said to just ship the unit back to him. 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 information provided by Acer is incorrect the information was verified.I received a call from [redacted] at Acer on 6/29 at 4:07 pm. The phone number she left was [redacted]. She had the order number and said I needed to call to verify the information. I called her back she verified my information and told me the order would be completed.
Regards,
[redacted]
May 2, 2016 ...⇄
Revdex.com
1005 La Posada
Austin, TX 78752
RE: Case# [redacted] [redacted]
We apologize if there was any misunderstanding with the information our repair depot provided Ms. [redacted] regarding the payment that was necessary for the repair. Ms. [redacted] is correct, Acer did pay for the inbound shipping fees to send her product in for repair and we would cover the damages if the product is properly packaged. Our repair depot did advise Ms. [redacted] the packaging used to ship the product was not adequate to avoid damage during shipping and Acer would not be able to repair the product free of charge. As a courtesy our repair depot lowered the fee of the out of warranty repair from $85.00 + tax to $25.00 + tax which Ms. [redacted] agreed to and paid. We again apologize for any inconvenience this may have caused as we were attempting to provide Ms. [redacted] an option that would still allow her to have the product returned in a working condition despite being damaged during shipping.
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]
August 23, 2016 Revdex.com Austin Office 1005 La Posada Austin, TX 78752 RE: Case# [redacted] [redacted] A representative has been working with Ms. [redacted] regarding her computer. Due to all the issues with the unit we have agreed to work on getting Ms. [redacted] a refund. 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]
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 [redacted]...
[redacted] on April 2nd, 3rd, and 5th. We have left voice mails each time with information for her to contact us however we have not received any response. If [redacted] would like to discuss this issue further she is welcome to contact us at the phone number that was provided on her voice mails. 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
May 26,...
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. After speaking with Mr. [redacted] it appears his issues are related to corruption in his software so we are sending him out a set of recovery media to assist him with his issues. He has accepted our offer and we will follow up with him after the media has arrived to ensure his issue is resolved.
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