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    Is Acer/Gateway/eMachines Support Really This Bad?

    Discussion in 'Acer' started by dlhuss, Mar 11, 2010.

  1. dlhuss

    dlhuss Notebook Consultant

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    dlhuss, Mar 11, 2010
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  2. TehSuigi

    TehSuigi Notebook Virtuoso

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    Unfortunately so. Acer's email support is egregiously bad, and their phone support is only marginally better. Never had any problems with hardware issues, though.

    Then again, that's what we're here for. :)
    The only thing we can't do is warranty repairs.
    I've said it before, and I'll say it again: when the manufacturer fails, the community will rise up and succeed.
     
    TehSuigi, Mar 11, 2010
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  3. Anthrsckmnd

    Anthrsckmnd Notebook Enthusiast

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    I just had a nightmare experience with customer support with my 1410. I won't go into specifics, but there is a slight hardware problem with my 1410. I troubleshooted it over email, all of their suggestions didn't fix the issue. They then told me that the hardware problem was just how the notebook was designed. I knew that to be false and told them that. They then told me that it was a software problem, and that tech support on my brand new computer would have to be solved by their paid tech support for $60. I wiped the computer clean with a brand new copy of Windows 7 and the problem persisted. They continued to say it was a software problem and refused to let me ship it in and insisted I call their paid support. I'm just going to live with the issue, but after the way I was treated, I will never buy another acer product ever again.
     
    Anthrsckmnd, Mar 11, 2010
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  4. injuneer

    injuneer Newbie

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    The support 'horror stories' worried me too, so I figured I'd share my recent experience with Acer support.

    I recently had an issue with my new 1410. It took a number of email exchanges with support, but a repair authorization was created. Acer swapped in a new motherboard and my laptop arrived back in good shape. The total turnaround time was about three weeks from when I first reported the issue.

    One small downside was that I had to pay to insure and ship the unit to Acer repair, but they did pay for the return trip back to me.
     
    injuneer, Mar 11, 2010
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  5. TehSuigi

    TehSuigi Notebook Virtuoso

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    In Canada at least, Acer allows you to carry in your laptop to avoid paying for shipping. Helpful if you live in the area of the repair depot (I almost do), less much if you don't.
     
    TehSuigi, Mar 11, 2010
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  6. MahmoudDewy

    MahmoudDewy Gaming Laptops Master Race!

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    this web site is even more optimistic, if it is up to me I would give them 5/100 because they have the slowest, most ineffective & utterly annoying customer support I have ever seen even my washing machine provider have better support
     
    MahmoudDewy, Mar 12, 2010
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