ch@ts
Herald
I went with a friend of mine, and we bought an Acer laptop at Reliance Digital on the 28th of October 2011. The laptop worked okayish for about a month, but towards the end of November-early December, it started giving problems. It wouldn't power on in the first go, and it wouldn't power on unless it was plugged into a power outlet.
I asked her to call Acer, but she was going on vacation in December, so she didn't bother getting it repaired. She took the laptop home with her, because it would power on once out of every 50 or so tries. She came back in mid-Jan, and the laptop doesn't power on at all now.
She asked me to help her get it fixed.
I called Acer around the 15-16th of Jan, and they told me that someone would be in touch with me in 24 hours. Turns out 24 hours means 24 "working hours", or 3 days.
So, 3 days later an engineer calls me, speaks to me for 2 minutes, tells me that some power supply component needs to be changed.He said he'd call for the part, and he'd have the laptop fixed in 5 working days.
5 working days later I call the engineers number only to be told the part will take a few more days.
2 days later I call the Acer support desk, and they tell me the ETA for the part is the 10th of Feb.
This means it'll take about a month for Acer to repair the laptop from the time I first called them.
And this for a laptop that's been bought only a few months back. (and not working for most of that time)
I told the tech support person that this was unacceptable, and I wanted the laptop repaired before the 1st. (This was around the 27th of Jan).
She told me that she couldn't help me. I asked to speak to her supervisor, but she said she couldn't transfer my call, and asked me to email them instead.
I called again, and this time the agent I spoke to was only too happy to transfer my call to another department, when I asked to be transferred to a supervisor.
I refused to get transferred to another department when I spoke to the next agent, and he tried to connect me with a supervisor, but the supervisor was "busy on another call." I said I've got all day to wait, and refused to hang up.
He tried to transfer me to the logistics department to track the part, but I wasn't interested in doing that.
Eventually I hung up, and a few seconds later a supervisor called me, heard me out, and said that the only way my complaint could be forwarded was if I sent an email to
acer.cc@intarvo.com
I emailed them 10 minutes later, on the 27th of Jan. A Friday. They're working on Saturday.
I emailed them again on Saturday.
On Tuesday afternoon I finally get a reply saying that my mail has been forwarded to the "concerned department".
It's 2 days later and I haven't heard anything back from them.
I really don't know what to do.
I wonder if Acer's really going to repair the laptop. And if they do, are they going to extend the warranty to cover up for this month since I complained?
They mention on their website that they aim to do repairs within 5 working days, and it's already almost 3 times that long for me.
How do I deal with this? The guys on the Acer helpline can't do anything besides listening to me and apologizing, and the email complaint system doesn't seem to be working either.
Help!
I asked her to call Acer, but she was going on vacation in December, so she didn't bother getting it repaired. She took the laptop home with her, because it would power on once out of every 50 or so tries. She came back in mid-Jan, and the laptop doesn't power on at all now.
She asked me to help her get it fixed.
I called Acer around the 15-16th of Jan, and they told me that someone would be in touch with me in 24 hours. Turns out 24 hours means 24 "working hours", or 3 days.
So, 3 days later an engineer calls me, speaks to me for 2 minutes, tells me that some power supply component needs to be changed.He said he'd call for the part, and he'd have the laptop fixed in 5 working days.
5 working days later I call the engineers number only to be told the part will take a few more days.
2 days later I call the Acer support desk, and they tell me the ETA for the part is the 10th of Feb.
This means it'll take about a month for Acer to repair the laptop from the time I first called them.
And this for a laptop that's been bought only a few months back. (and not working for most of that time)
I told the tech support person that this was unacceptable, and I wanted the laptop repaired before the 1st. (This was around the 27th of Jan).
She told me that she couldn't help me. I asked to speak to her supervisor, but she said she couldn't transfer my call, and asked me to email them instead.
I called again, and this time the agent I spoke to was only too happy to transfer my call to another department, when I asked to be transferred to a supervisor.
I refused to get transferred to another department when I spoke to the next agent, and he tried to connect me with a supervisor, but the supervisor was "busy on another call." I said I've got all day to wait, and refused to hang up.
He tried to transfer me to the logistics department to track the part, but I wasn't interested in doing that.
Eventually I hung up, and a few seconds later a supervisor called me, heard me out, and said that the only way my complaint could be forwarded was if I sent an email to
acer.cc@intarvo.com
I emailed them 10 minutes later, on the 27th of Jan. A Friday. They're working on Saturday.
I emailed them again on Saturday.
On Tuesday afternoon I finally get a reply saying that my mail has been forwarded to the "concerned department".
It's 2 days later and I haven't heard anything back from them.
I really don't know what to do.
I wonder if Acer's really going to repair the laptop. And if they do, are they going to extend the warranty to cover up for this month since I complained?
They mention on their website that they aim to do repairs within 5 working days, and it's already almost 3 times that long for me.
How do I deal with this? The guys on the Acer helpline can't do anything besides listening to me and apologizing, and the email complaint system doesn't seem to be working either.
Help!
