Acer Computer Support
Complaint 17843 Details

I have an 8 month old x3910 Acer desktop. My internet connectivity stopped. I contacted the internet provider and they said it is a hardware issue. Since the computer is still under warranty I phoned Acer customer support. The tech instructed me through a few checks and she determined that it is software related and advised that software is not covered under warranty. I need the computer fixed, I thought Acer had a good name. I also have a 17.3 Acer laptop that I purchased in 2006. I'm getting ready to replace it, put let's get the desktop up and running...back to the story.

I agreed to be transferred to the tech support that handles software. I was advised that the cost would be $99.99. This guy was in Rochester, NY, not overseas. He told me they could fix the problem, he sees this problem 90 million times a day. When I expressed that I would use a local tech, he said "they will just reformat your hard drive and charge you $150". I agreed to use the Acer tech, thought they would be familiar with the product and hopefully they wouldn't need to reformat the hard drive. I was never advised of the "Terms and Conditions" of the purchase. Nor was I advised to go to a website to view and agree to the terms and conditions of the purchase.

To make a long story short, after several hours on the telephone to India and talking to a person with not very good English, my hard drive has been reformatted and my computer still had no connectivity to the internet.

Turns out my Ethernet connection was bad, so the first tech misdiagnosed the problem. The hardware has now been fixed and I am up and running on the internet.

I have disputed the claim with the vendor and the credit card company (American Express). Kudos to American Express they are the very best in customer service. I cannot say enough good about them. Unfortunately, I don't think they will be able to help me on this one.

These Acer support people are crooks and not at all concerned about their reputation or customer service. They mumble their name and badge number so that they cannot be tracked down.

PLEASE boycott Acer. I have boycotted General Motors since 1982. Look at how long it took them to clean up their act. I will now boycott Acer and tell everyone I can about the poor service.

Also, my next computer will NOT be an Acer (I ordered an Asus this morning) and I will never use the overseas "Hot Line" again.

I hope the home shopping networks are reading this blog. I would bet they are the largest retailer of Acer in the USA.

I was told by the Acer support people that I would receive a dispute form via e-mail and a phone call from a supervisor within 48 hours. I did receive a call from "Alice" of Acer support about 72 hours later. All she did was ramble on and identified herself as being from Dell support (guess Dell uses the same company). Several times she speaks of "Terms and Conditions" and "no refund". I played the voice message and replayed it over and over again to try to understand what she was saying. I was not advised of any "Terms and Conditions" when I made the purchase for tech support nor was I directed to a website to review the "Terms and Conditions".

Thanks for reading and "listening".