Acer computer warranty issue?

Question

My Acer computer had a problem most likely with the hard drive. It's still under warranty, so I mailed it via FedEx. I received an email from Acer saying to ship it in its original packaging, but who keeps that after having a computer for more than 4 months? So I mailed it in a special box that FedEx packed that I was told was especially for computers. They wrapped it snuggly and padded it with plastic wrap. Acer contacted me today and told me that my laptop was received damaged and I have to pay $200 to have that fixed before they will fix my hard drive. I called them and told them my tower, not laptop was sent in. They said something happened to the frame of the tower and they said laptop by mistake. I asked them, and they said it was just cosmetic and that the computer could still function, just basically that it was a little banged up but wouldn't have an impact on the computer running. But they said that under the warranty, they have to fix the tower before they fix the hard...

Answer 1

This is bull. The cases acer uses to build they computers they sell can be purchased online for under $50 for most of them. Tell them you need the names of managers and keep asking for higher level managers until someone know what the heck they are doing. Absolutely do not pay for tower damage and assure them that if neither they nor the fedex has any record of such damage to the computer then it must have occurred at their facility and should also be fully covered. In the mean time start contacting acer's corporate offices. It becomes more efficient to continuosly harass those who don't want to take calls at all. Finally if you've got the talent video tape an irrate rant about acer and how they screwed you and post it up on a few different videosites... youtube, break, etc and include some interesting titles to get attention and then encourage those who think they suck to email acer and give out email address. if it gets moving then you might find acer becomes more sympathetic.

Answer 2

Since this could be a FedEx problem, do as they asked...Let Acer know that you need pictures so FedEx can process the claim. They don't need to know that you may use those same pictures to nail them if need be.



FedEx is pretty good about their claims, and since you sent it in THEIR box for shipping electronic devices, then if Acer can prove the box and contents arrived damaged...FedEx will have to pay for the damages.

Answer 3

Every PC maker has Ups(+) and Downs (-). Acer is growing by leaps and bounds at the moment, they are now comprised of the following brands: Acer, Packard Bell, Gateway and eMachines (that last one was bought by Gateway before they were absorbed by Acer). They are making GIANT efforts to perfect themselves. Some people still confuses the little Acer of the beginning with the emerging giant of today and automatically say "junk" when they hear "Acer" but you have to remember that they have surpassed "Asus" as the "number One" vendor for quality "Netbooks" with the Acer Aspire ONE.

Answer 4

I work at acer. That being said Acer is pretty firm about the warranty. Frame damage and no damage to the box will be attributed to the user. Frame damage and damage to the box will be attributed to Fedex. (get the pictures) at the very least get the computer sent back to you and acer can send you a hard drive in a process called RMA advance exchange. ( you send them the old hard drive, they send you a new one. if you created your restore disks you can load the new hard drive with those once you get it. You will need to download the iso file and burn it to a disk from their website. (instructions are on that page)



http://www.acerpanam.com/synapse/forms/portal20.cfm?recordid=881&formid=3390&website=AcerPanAm.com&siteid=7117&words=All&keywords=iso&areaid=2



you can post the Service request number here and I'll look it up when I get to work.

Answer 5

Did you insure the computer when you mailed it? If so file a claim. When ever you ship insure it.



File a complaint with Acer, Fedex, and the better business bur. make sure you send the letters certyified return receipt requested.



good luck