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Acer

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Carmen of Childers, OTHER June 27, 2008

Carmen of Childers OTHER (06/27/08)
I have had problems with my Acer Laptop for neally 2 years now. and this is the Second computer we have now. The first one went back 5 times before threatening them with Consumer Affairs they replaced it. that took 18months of expensive phone calls where you are on hold for 30+ minutes. Plus it went back to the store where we bought it 2 times before this. They also lost a hard drive in one of the first lots of repairs which was never returned to us for data retreviel, not only did it have personal information, it had work stuff, photo, etc (which can never be replaced)

we have now got the new computer and have only turned it on twice in 3 month period as it is a lower quality that the first one and then when we turned it on well......it wouldnt so again! we rang the company and then they came and got it but this time again they wouldnt replace or refund, then repaired and now we have it back again and they put a smaller hard drive into it and the windows program doesnt run properly and has multiple errors so again they are getting the computer to fix hard drive and look at other problems.We have never had the use of these laptops fully at any time in the last 2 years. And for anything to be done we had to go over there heads and go to Managers, or threaten consumer affair, or legal action.

the laptop was purchased for 2399.00 and we have never in the last 2 years had proper use of it. Nor the new one they sent either. we have lost time, money, information. We are electrical contractors which rely on portable appliances for us to be able to carry out remote work, where laptop is essential part of job. WE even lost a contract job worth a lot of money and i mean a lot for us. because we couldnt retrieve the information that was on the original laptops hard drive that they lost after we requested it back.

Wayne of Newburgh, NY June 21, 2008

Wayne of Newburgh NY (06/21/08)
My Laptop stopped working and when brought back to where it was purchased I was informed that it was not under warranty anymore, so my wife proceeded to contact the manufacturer and they said that it was not a new problem with the laptop but basically owell noting we can do since your warranty is expired. but if it is a known problem then by all rights they should have issued a recall or a notice of issue to those who have purchased their product and have them brought in for service before end of warranty. My 2 sisters have the same laptop and what about them, when theirs break? what we as a unit are out approx. 1500 doesnt seem fair.

Im out my laptop that had a value of near 500+ and not to mention the hundreds of photos of my sons birth and first birthday and all (he is 18mnths) and other improtant files for work and banking information lost.

Cherish of Florence, AZ June 19, 2008

Cherish of Florence AZ (06/19/08)
I have had much the same problems with Acer Aspire 7720. I have owned it for 6 months and am about to send it in again, for the second time, for repairs. The only way warranty will cover this machine is to mail it to Temple, Texas after dealing with the rudest tech support I have ever come across. So for 2 weeks our family will be without a machine all at our cost and our risk. As much as this one has been gone already for repair, it is a wonder I even needed to purchase a computer in the first place, this one is never here.

Tech support thinks that the problem might be hardware, but it could be software they will let me know when the machine gets to the repair center. They will call me and if it is a software problem they will let me know what it will cost for them to fix it. Why can't they just help me over the phone to determine whether it is a hardware problem or a software problem in the first place? Ridiculous. I an old desktop Gateway that is about 12 years old and I haven't ever had any problems with it. Guess I am expecting too much out of this laptop to get through 3 months without having to send it in for SOMETHING.

Ajay of Varanasi, IN June 17, 2008

Ajay of Varanasi IN (06/17/08)
my acer laptop computer in not starting . i purchase 8 month ago. i am very disturb and my work is very disturb.

Jeff of Chula Vista, CA June 12, 2008

Jeff of Chula Vista CA (06/12/08)
In November of 2007 I purchased an Acer Aspire notebook with Windows Vista Home. Which hangs and freezes almost constantly. I prefer WinXp Pro any day to Vista. Since the purchase of the unit there was a clicking sound coming from the LCD monitor left hinge every time I closed the unit. I thought it was just a feature of how the notebook closed every time, so I thought nothing of it. After taking it to Wal Mart, where I purchased it from, they agreed with me that it was a normal sound from the locking mechanism since the unit worked fine, other than the hanging and freezing ongoing issue.

In May of 2008 I closed the LCD screen just as I always have and this time, no clicking sound, but when I opened the screen to do some work the LCD screen was half gone and there was a crack in the glass cover of the screen starting from the same hinge that the clicking sound came from. I contacted Acer and told them the problem to which they instructed me to send in the unit for evaluation. The female that took down my information made a comment to me that she would put the issue of the clicking sound in the evaluation request. I was then contacted by email from Acer when the unit arrived at their repair station in Temple, Texas. I called to see what was the situation was. I spoke an Acer agent that agreed with me that the clicking sound coming from the LCD screen hinge could cause the screen to eventually crack. He them proceeded to forward me to tech support.

Once I reached the tech support department I was told that there was no note about a clicking sound coming from the left hinge of the unit by any of their agents, and that they WOULD NOT fix the screen because it was not a manufacture's defect. After trying for several minutes to get the tech support assistant to hear what I was saying about the clicking, the agent said they could fix it but it would cost me 649.00, which is the same price I paid for the unit in the first place. After making threats of a lawsuit, tech support came back and said they would fix it for only 350.00 now.

Needless to say I was extremely upset that first, their agents DO NOT take good notes, if any at all, and second, when I asked for the agent I just spoke to previously that agreed it could be the hinge that broke the glass cover and damaged the screen, they said they could not do that. I said when I called in today the recording said that your calls are monitored and/or recorded for quality control. I guess that was conveniently not the case with my call, because NONE of their agents knew whom I spoke to last before transferring to the tech support assistant. So after all the passing the buck finally finished, I finally said I need to speak to corporate customer care.

After being transferred to Frances, I explained the whole situation all over again to her, wasting more of my valuable time, energy and money to do this, I was told the same thing by her, with ZERO resolve. The only note Frances could find was from tech support saying that they would fix it for only 350.00, not 649.00...that's it! They would do no more, unless I paid. The damage to the LCD comes right from where the clicking sound was at the left hinge. There is not one scratch or mark on the notebook, anywhere. The crack is not at the corner where a crack might be if the unit was ever dropped... and the crack is not in the screen center anywhere, where damage could have occurred by getting hit.

We will see what happens when I take this up a notch or two and bring in the FTC, BBB and other consumer agencies. So now I am left with a 750.00, brand new Acer Aspire notebook that I cannot use at all. This laptop was purchased for business purposes, and after spending hours loading software and getting this unit ready for travel and business, I am left with a useless piece of plastic. Now what?

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