ComplaintsforAcer Service Corporation

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Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have an Swift X SFX14-42G-R607 Notebook that was purchased over 1yr ago. One Day the Laptop stopped working. I took the laptop to a repair shop and they told me its non fixable, Motherboard needs replacing I just spent over $1500 one year ago now my laptop is dead and warranty expired and I'm **** with a dead $1500 laptop All I ask is to fix my laptop or send me a new Motherboard. I cant afford another laptop
Business response
07/08/2024
July 8, 2024

Better Business Bureau
1005 *********
******,********

RE: Case# ******** *************************

Thank you for your recent inquiry on behalf of ******************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care spoke with ****************** regarding his concerns. We were able to validate Mr. ******** serial number correctly and found his product to be still under warranty. We have assisted ****************** with setting up repair for his product under warranty and we will follow up with him after the repair to ensure his issues are resolved.

We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.

Best Regards,

Corporate Customer Care
Customer response
07/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
06/17/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
6-16-2024, Sun.This is not really a "complaint." I am requesting tech support. I am a disabled senior in need for accommodation under the Americans With Disabilities Act. I can not make calls. There are two problems. First, I am unable to log in the use Chat. Acer's ******************* send me log in credentials which I copied-cut-pasted into the log in page. As you can see from the screen cap, this is not work. So now I must ask for BBB's help. Second, in the last round of tech support, I asked ************** what kind of SSD does not Acer Swift Go 14 take. He replied. I made a purchase of a Western Digital Black 2tb SSD. It has been installed. I am now trying to reinstall Windows 11 using the reinstall flash drive ************** sent. I got this error message, see screen cap: Sorry, NAPPHDD does not support this Mfg. This message is odd. I am trying to boot off of the flash drive ************** sent. We had discussed this a week for so ago. How come I am getting this error when the flash drive came from the Mfg.?I clicked and then the laptop gave a - Check preload image configuration, please wait. I waited. After an hour, nothing happened. I had to do a hard shut down. I tried again. This time, after clicking ok, it looped me back to the same point - Check preload image configuration, please wait. Obviously I am stuck.Please help me fix this.********************
Business response
06/25/2024
June 25, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ********                *********************, Phd

Thank you for your recent inquiry on behalf of ********************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care reached out to ******************** regarding the Acer computer. The representative is assisting with questions regarding hard drive upgrades for the unit.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Customer response
06/25/2024
Complaint: 21858297

************** contacted me yesterday.We exchanged 2 rounds of emails in which he asked me questions. He has not provided any solutions. I am still at a standstill and unable to use my computer. He ususally replies in the early morning. I have not heard from him. Closing the case premature. Please stop wasting my time when no solution has been offered.
Regards,

********************
Business response
07/01/2024
July 1, 2024

Better Business Bureau
***********************
***************

RE: Case# ********                *********************, Phd

The unit has been setup for service so the unit could be reloaded back to factory specifications.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Customer response
07/03/2024
Complaint: 21858297
I sent the unit and my new WD 2tb SSD in for repair last weekend. 2 days ago, and again today, I email ******************* asking of the unit had been received. I have not gotten a reply from him.
The unit should be shipped, when fixed, to:
******************************************br>Suite 103
***********, **********
90048
for my pickup.
Please fix the reoccurring problem whereby your site says my unit is out of warranty.

Regards,

********************

Business response
07/12/2024
July 12, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ********                *********************, Phd

The unit was received with damages that are not covered under the warranty. The representative offered to repair the unit for a fee, but ******************** asked for the unit to be shipped back to him not repaired.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Initial Complaint
05/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been in touch with ***** at the Acer Store since day one and have emailed ecommerce numerous times about an order that should have never been shipped and was shipped to the wrong address. I do believe that I was hacked as YES I was looking for a laptop but never agreed to PLACE THIS ORDER. I notified Affirm of such who has blocked my acocunt from usage which is good for security reasons. All I WANT IS FOR THEM TO PROCESS THE MONEY BACK TO affirm for ythis order I have called and called. I filed a claim with ***** for the above listed issues; and as it turns out either ***** lost the packiage or the package is cross referenced under another return label. IN LIEU OF THESE ISSUES I am demanding a full relfund ASAP . GThey have to submit a claim to ***** and do something not me. All they need to do is refund the funds back to AFFIRM. I dont have to wait for anything I never ordered it, I never received the item. YES I was looking at laptops but never hit a button PLACE ORDER NEVER. Plus the address it was shipped to is in TENN I LIVE IN ********** NOT TENN I know no one in ****. So I am getting a lot of lip service. I need someone at ACER TO DO SOMETHING, and this ***** is not doing anything it seems to help me.
Business response
05/31/2024
Better Business Bureau
***********************
****************

RE: Case# ******** *************************
Thank you for your recent inquiry on behalf of *************************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.
On May 21, 2024, a representative from Acers Corporate Customer Care team had a conversation with ************** shortly after she placed an order with Acer. ************** wished to cancel the order due to an error in the shipping address. However, according to our company policy, we were unable to cancel the order after 1 PM on the same day. We assured ************** that we would attempt to cancel it the following morning.
Regrettably, by the next morning, the order had already been shipped. ************** subsequently sent an email claiming that the order was unauthorized and requested a refund, suspecting that her account might have been compromised.
In response to her concerns, an Acer representative contacted ***** on May 22, 2024, and requested a Return to Sender for the order. We provided ************** with the ***** case number (#C-149901950) as promised.
************** contacted us again, expressing her dissatisfaction with the situation and stating that ***** had lost the order. She requested a refund. Upon checking the tracking number (************), we found that the shipment was delayed. Interestingly, ************** mentioned that she had filed a lost claim with ***** on the day the order was shipped.
We reached out to ***** for clarification and were informed that the order was indeed delayed. We questioned how an order could be declared lost on the same day it was shipped, especially considering that we had requested a return of the shipment the following day. The ***** representative assured us that they would investigate the situation and provide an update.
As of this morning (May 31, 2024), we have not received any updates from *****. The shipment status still shows as delayed. We will continue to follow up with ***** and will keep ************** informed of any developments.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.

Best Regards,
Corporate Customer Care

Customer response
05/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to mention that I did not report the item to ***** as lost or missing I told ***** that it was shipped to the wrong address to begin with and I never hit to PLACE THE ***** to begin with and when I contacted ************ was told from DAY ONE that they cant do anything to stop as the warehouse closes from 1PM central time and yet they shipped it within the next hour to the wrong address. So I think an extra step could have been done to resolve my concern and issue the refund back to Affirm for something I never truly agree d to buy to begin with

Regards,

*************************
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Acer refuses to honor its 14 day satisfaction guarantee. Acers website advertises an unconditional 14 day guaranteetheir customer support agents state there is no satisfaction guarantee, which is an unfair and deceptive trade practice.Acer refuses to provide me a return label and accept my return.
Business response
06/03/2024
June 3, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ********                *************************

Thank you for your recent inquiry on behalf of *************************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care spoke with **************** regarding the Acer Recertified order. Acer Recertified has agreed to the return and **************** let us know the issue had been resolved.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Customer response
06/03/2024
Complaint: 21775212

I am rejecting this response because: Acer represented to me on the phone that the official Acer Recertified website is not part of Acer and Acer has no liability or control for Acer Recertified. The agent could not explain how this is possible. Furthermore, I have not received my refund yet from Acer Recertified. If Acer truly has no relation, then this is an unfair and deceptive trade practice that Acer has allowed by licensing its name to "Acer Recertified | Official Store for Acer Refurbished Products" and not requiring the licensee to use a disclaimer that it is not the same company. I demand Acer explain its relationship with Acer Recertified.
Moreover, this matter is not closed until I receive my refund. I have shipped the item back and am waiting a full refund. I have no guarantee I will receive my refund.
Furthermore, the issue of the merchant's website being confusing, unfair, and deceptive is not resolved. I demand the merchant address my concerns about the website and clarify the merchant's return policy, namely the 14 day satisfaction guarantee.

Regards,

*************************
Business response
06/10/2024
June 10, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ********                *************************

A member of Acers Corporate Customer Care informed **************** that Acer Recertified is a company that sells Acer recertified products,

When the Acer representative spoke with ****************, they were told that Acer Recertified had agreed to the return and that they had and provided return shipping. The refund will take a little bit of time after the unit is received back for the refund.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Customer response
06/10/2024
Complaint: 21775212

I am rejecting this response because: Acer has refused to respond substantively to any of my questions.

I again ask that Acer explain its relationship with the Acer Recertified website and operation. Acer has refused to answer how it is possible that Acer has no liability for or control of this entity. Acer Recertified has failed to respond to my BBB complaint against them or to respond to my repeated emails enquiring about my refund after my device has been returned and received by Acer Recertified. I will not be satisfied until both corporate entities explain their return policy and whether the 14 day satisfaction guarantee includes free return shipping; explain all questions I've asked to date; explain their relationship; explain the delay in processing my refund and responding to my emails.

Regards,

*************************
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
5-27-2024 Dear Acer:This is ********************, your customer. As you know I own one of your Acer Swift Go 1 laptops which I bought on Nov. 22, 2023. s/n: NXKFHAA001313001D83400. SNID: 31300D47234. It was recently serviced. It is still in warranty. Since you do not have email contact and I am disabled and unable to use a phone, I must contact you via BBB. This is a customer service inquiry, rather than a complaint. Please tell me what kind of SSD my laptop takes.Please send me a manual.******************** *********************
Business response
05/30/2024
May 30, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ******** *********************, Phd

Thank you for your recent inquiry on behalf of ********************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care reached out to ******************** regarding the Acer computer. The representative assisted with some questions regarding some internal specifications of the unit.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Customer response
06/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************, Phd
Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
31.5" EI2 Curved Gaming Monitor - EI322QUR PBMIIPPX Part Number: UM.JE2AA.P05 31.5" WQHD (2560 x 1440) 165 Hz 1500R Curved display Vertical Alignment (VA) technology; *** FreeSync Premium Pro 1ms response time; Up to 165Hz refresh rate 400 Nit brightness DisplayPort, HDMI, Speakers I literally just bought this monitor the month before last and now its past the time I can return it so Im trying to get ahold of someone so that I can use my manufacturer warranty and Im finding it alittle harder than I would like for someone to help me.. This the newest one off you re website.. Im willing to return this monitor but for some reason my monitor is very wobbly even when I s**** the screws in as tight as they can go and yes I did put it together exactly the way it should go. Another problem Im having is monitor flicker and yes I the cords are brand new, I did try other cords, made sure they were snug etc etc I have alot of Acer stuff I have bought 2 tablets, and 2 laptops alone this year from them and all there stuff is usually very solid and I love there stuff.. I have a Nitro laptop, a nitro desktop, another back up acer laptop for work and now this monitor so I spend a lot of money with you guys and so does my brother you are a brand that we believe in and feel passionately about however this monitor is not working correctly and is not cutting it. It is in mint conidition still and like a said only like a month and a half or two month old and has only been used a variety of times.. Right from the jump this was happening so I decided to test cords, video card, setting etc. We build computers, do coding, web design, gaming, video editing, photography etc etc so we are very adept computer nerds and I assure the monitor is faulty. I dont mind returning the monitor but Im just unhappy with the build quality and how flimsy it is.. I was hoping to get store credit so that I may find something more suitable its still under manufacturers warranty can you please help out. Thank U
Business response
05/17/2024
May 17, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ******** *******************************

Thank you for your recent inquiry on behalf of ************************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care spoke with ************************ regarding his concerns. We have set up Mr. *********** product for repair and we will continue to work with ************************ to ensure that his issues are resolved.

We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.

Best Regards,

Corporate Customer Care
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased an Acer Predator Laptop from Best Buy. One month later the motherboard died completely. The computer would not turn on. It was not damaged. I sent it in to acer technical support repair center in ************. They sent it back via ****** it was supposed to be delivered to a secure *** facility where I keep a post box. It was not delivered there. They did not sign for it. That *** facility has video evidence and will testify that they never received it or any other ***** delivery that day. Now I have filed a police report. Acer has refused to help. They lost my laptop and refuse to do anything about it. I sent them $1000+ laptop which they lost and refuse to replace or refund. I will have to take them to court to get any resolution at this point.
Business response
05/15/2024
May 15, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ******** ***********************

Thank you for your recent inquiry on behalf of ***********************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care spoke with ************ regarding the Acer computer. We are investigating the issue and currently we are waiting for some information from ************. We hope to be able to complete our investigation soon.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Initial Complaint
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They keep having me shipped the products over and over again to them and then this is a big convince and I am very upset
Business response
05/03/2024
Better Business Bureau
***********************
***************

RE: 21651471 *************************

Thank you for your recent inquiry on behalf of ******************. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care spoke with ****************** regarding her concerns. We repaired her computer, and we are in the process of refunding the shipping charges she incurred. We will continue to maintain communication with ****************** to ensure her concerns are fully addressed.

We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please do not hesitate to contact us.

Best Regards,

Corporate Customer Care
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order on Acer website on April 19, 2024 for the 31.5" AOPEN SB2 Monitor (32SB2QU) for $94.5 + tax ($105 - 10% coupon code). Due to an error on Acer website, they decided to cancel the order and said in their response after several days that it was cancelled due to an error I really needed a monitor for my place and for them to after almost two weeks, it's pretty disappointing considering I could've purchased a monitor elsewhere. Desired settlement is for Acer to fulfill the monitor purchase. Thanks.
Business response
05/03/2024
May 3, 2024
Better Business Bureau
1005 La Posada
*********************;

RE: ********************* Case# ********
Thank you for your recent inquiry on behalf of *********************.? We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.??
Our Acer Store representative reached out to ********************* because an order from April 19, 2024, using the contact information provided was not found in our purchasing system. Additional order details were requested from *********************, but a response has not been received. Additional details like the order number and confirmation emails are required from Suba Chanda to validate an order and assist further. ********************* is encouraged to respond to our Acer Store with these details. Alternatively, ********************* can call the Acer Store at **************, Monday Friday during the hours of 8:00 am 5:00 pm CST.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns.? Thank you again for your inquiry and for providing the opportunity to respond.? If you have any additional questions, please dont hesitate to contact us.?

Best Regards,
Corporate Customer Care
Initial Complaint
04/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order for a computer monitor on April 19th 2024. The order was confirmed, I received the invoice and my credit card was charged. Today, April 29th, I received a credit memo email from Acer and the order status said completed/refund. There was no other communication or explanation. This is an unacceptable business practice.
Business response
05/02/2024
May 2, 2024

Better Business Bureau
1005 *********
***************

RE: Case# ********     *************

Thank you for your recent inquiry on behalf of ********. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

Unfortunately,we had to cancel Mr. *** order due to an unforeseen pricing discrepancy. This was a difficult decision, and we are taking steps to ensure that this error does not reoccur. We sincerely apologize for any frustration or inconvenience this error may have caused ********.

We are processing a refund that ******** should receive within 1 2 business days.Ensuring our customers satisfaction is a top priority, and we are truly sorry that it resulted in disappointment.

We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.

Best Regards,

Corporate Customer Care
Customer response
05/02/2024
Complaint: 21640225

I am rejecting this response because:
If it was a price error, Acer should have cancelled the order and refund the money right away instead of keeping my money for 10+ days.

Regards,

*************
Business response
05/03/2024
May 3, 2024

Better Business Bureau
***********************
****************

RE: Case# ******** *************

An Acer Store representative reached out to ******** via email to address his ongoing concerns. As a token of our appreciation for ************ loyalty and to apologize for any inconvenience we may have caused, we are offering him the opportunity to repurchase the product at the original price, should he choose to do so.

We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.

Best Regards,

Corporate Customer Care
Customer response
05/06/2024
Complaint: 21640225

I am rejecting this response because I am not satisfied with Acer's resolution (10% discount coupon).

Regards,

*************

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