greenfieldsupport Posted November 21, 2007 Posted November 21, 2007 I logged my laptop in for warrenty repair on the 3rd of october they picked it up on the 5'th On the 25'th i called asking for an update, acer told me the laptop had been delivered to the wrong company and that it would be with them by the 26'th. I explained how i was annoyed they didnt realise till i phoned and that i was unhappy about how when my laptop is recieved on the 26'th it will take them a further 3 weeks to order the parts and fix it (their estimate). and i left it at that. on the 13'th of november, i phoned up as i still hadnt heard anything. they said the laptop was still with the other company and they would recieve it on the 14'th. I asked to complain, the guy informed me that he was the manager and that i couldnt speak to anyone higher. I redialed and asked to speak to his manager... I got his manager, and explained the situation. expressing my dire consern that they have now had my laptop SO LONG, its no-longer in warrenty!!! after several "i'll call you back" and not calling me back, its now the 21'st and ive just found out that the laptop IS actually lost. the driver that went to pick it up from the other company doesnt remember what happend (dont blame him, they left it a month before asking him!!!!) They said they will give me a £400~ refund for my £700 laptop. because its 10 months old. I've spoken to trading standards and they have said i should recieve a FULL refund, as if i had sent the laptop myself i would have insured it for the full amount, that they have a duty of care, which they violated. not to mention that they have a laptop full of my personal data, which they have lost, which is a breach of the data protection act... Today acer have informed me that citylink will make an offer for my claim, but i wont find out what the offer is till the 1st of december!! and i know it'll be crap, so i'll then have to contest it... im sick of being without a laptop for months! anyone got any advice???
Halfmad Posted November 21, 2007 Posted November 21, 2007 They're playing you. Get trading standards to write to them or even better write to you and forward the letter on with a letter of complaint to Acer HQ in the UK. Either you wait and let them play their games or you accept the offer, up to you. Trading standards tend to scare companies though
greenfieldsupport Posted November 21, 2007 Author Posted November 21, 2007 Yes I did back up my data, but I shouldnt of had to they were fixing a cd-rw, a memory issue, a webcam issue and a mic issue (bloody acer laptops!!) It seems that i have to wait for this quote to come through, see apparently city link refund me, and then I then buy a replacement laptop off them.... I don't want to buy anything off acer ever again! :| never mind fill their pockets because they lost my laptop! I strongly feel if they had acted sooner, and questioned why the laptop hadnt arrived, that it wouldn't have been lost. the fact that they left it weeks and weeks and it took me phoning up before any action was taken annoys me. I think they should be sued
ICT_GUY Posted November 21, 2007 Posted November 21, 2007 Write a letter. Formally asking for your laptop to be returned or a cheque for the full cost of a replacement. Give them 7 days to comply. After 7 days write again threatening to take them to the small claims court giving them 7 days to comply. After 7 days, go to your local civil court, get the forms, fill them in, pay your £30. Its as easy as that. its not that hard, and it does get results. So far this year we have won 7k in bank charges and a £500 deposit back from a crook garage.
torledo Posted November 21, 2007 Posted November 21, 2007 I logged my laptop in for warrenty repair on the 3rd of october they picked it up on the 5'th On the 25'th i called asking for an update, acer told me the laptop had been delivered to the wrong company and that it would be with them by the 26'th. I explained how i was annoyed they didnt realise till i phoned and that i was unhappy about how when my laptop is recieved on the 26'th it will take them a further 3 weeks to order the parts and fix it (their estimate). and i left it at that. on the 13'th of november, i phoned up as i still hadnt heard anything. they said the laptop was still with the other company and they would recieve it on the 14'th. I asked to complain, the guy informed me that he was the manager and that i couldnt speak to anyone higher. I redialed and asked to speak to his manager... I got his manager, and explained the situation. expressing my dire consern that they have now had my laptop SO LONG, its no-longer in warrenty!!! after several "i'll call you back" and not calling me back, its now the 21'st and ive just found out that the laptop IS actually lost. the driver that went to pick it up from the other company doesnt remember what happend (dont blame him, they left it a month before asking him!!!!) They said they will give me a £400~ refund for my £700 laptop. because its 10 months old. I've spoken to trading standards and they have said i should recieve a FULL refund, as if i had sent the laptop myself i would have insured it for the full amount, that they have a duty of care, which they violated. not to mention that they have a laptop full of my personal data, which they have lost, which is a breach of the data protection act... Today acer have informed me that citylink will make an offer for my claim, but i wont find out what the offer is till the 1st of december!! and i know it'll be crap, so i'll then have to contest it... im sick of being without a laptop for months! anyone got any advice??? We just purchased a Lenovo thinkpad T61, and for just £35 we upgraded the warranty to onsite NBD. Some kind of warranty could and should be available for home users but the words horse, cartdoor and bolted do spring to mind. And at my last company from what I recall we always had Dell come out to repair the laptops. Generally would require a mainboard swap out which they could do onsite. Never liked the idea of sending something away for repair insurance or not - simply because of the data protection issues you've highlighted. I think you'll need to chase this for the full refund you're entitled to. That's a cheek from Acer to refund based on age of the laptop. I suppose all you can do is learn from the experience.
greenfieldsupport Posted November 21, 2007 Author Posted November 21, 2007 hmmm... the problem is the laptop has come down in price quite abit, i imagine they are going to force me to take £400 I want MY laptop back!! :| wont be able to get some of my songs back, damn those drm's!! What happens about the data protection part?? not to mention all that setup time *cry*
greenfieldsupport Posted November 21, 2007 Author Posted November 21, 2007 see i dont want another one because... A. it will take me a week to remove that stupid acer software B. the drive comes split in half, formatted as fat32 :| so as soon as you get the damn thing you have to reinstall the o/s or forever have a split drive C. The amount of programs that were on it is unreal... :| at least i get my steam games back!! lol argh,
Oops_my_bad Posted November 21, 2007 Posted November 21, 2007 take the £400, AND the payout the courier will give you - you should get quite a decent laptop for that
Mintsoft Posted November 21, 2007 Posted November 21, 2007 I had a bad experience with Acer repairs (not quite this bad though) which is why i'd never buy anything acer ever again!!
ICT_GUY Posted November 22, 2007 Posted November 22, 2007 hmmm... the problem is the laptop has come down in price quite abit, i imagine they are going to force me to take £400 I want MY laptop back!! :| wont be able to get some of my songs back, damn those drm's!! What happens about the data protection part?? not to mention all that setup time *cry* Cant force you to do anything, They can offer, you can reject and take them to court. Dont get fooled by a "similar spec PC" its like for like, so you would reasonably expect the same quality and spec. Just because this years model is faster does not mean you have to settle with an inferior product. So find out how much it will cost you to buy another laptop of the same brand and same line as the one they lost and stick to your guns. Dont like those apples? Give me my god damn laptop back then!
Dos_Box Posted November 22, 2007 Posted November 22, 2007 Acer have THE worst customer 'service' of any major maufacturer I've ever delt with. They once had a laptop of ours for 3 months! To replace a faulty trackpad!! Acer have nice kit but dammed lousy customer service. Thats why I don't recommend them to anyone.
localzuk Posted November 22, 2007 Posted November 22, 2007 I'd recommend going for a nice HP one with NBD RTB warranty. The ones we have down here are brilliant. The pickup was actually done by the company who were going to repair it rather than a courier - so there is less chance of it going missing. They're nice and speedy at repairs too - 5 working days and it was back with us.
tscnmuk Posted November 22, 2007 Posted November 22, 2007 Get a Macbook lol Seconded Never had a problem with mine, it's only the mid spec MacBook Pro but I swear by it now, does everything for me so easily.
Dodgex1 Posted November 22, 2007 Posted November 22, 2007 You know those threads you read, the ones you wish you'd read before you went a bought an acer laptop last month, this is one of those threads... In re to the original as said it is a Trading Standards or court job by the sounds of it. It's a bit pathetic really.
greenfieldsupport Posted November 22, 2007 Author Posted November 22, 2007 take the £400, AND the payout the courier will give you - you should get quite a decent laptop for that the £400 is from the courier... im getting nothing for acer despite the fact that they've been horrible, and wasted days of my life
ICT_GUY Posted November 22, 2007 Posted November 22, 2007 take the £400, AND the payout the courier will give you - you should get quite a decent laptop for that the £400 is from the courier... im getting nothing for acer despite the fact that they've been horrible, and wasted days of my life The contract for repair was with Acer. By law they take responsibility, they pay out and claim back from the courier. So, You can accept the £400 in part payment, and then take them to court for the rest. Make sure you write to them to say that this is accepted in part payment though.
greenfieldsupport Posted November 22, 2007 Author Posted November 22, 2007 take the £400, AND the payout the courier will give you - you should get quite a decent laptop for that the £400 is from the courier... im getting nothing for acer despite the fact that they've been horrible, and wasted days of my life The contract for repair was with Acer. By law they take responsibility, they pay out and claim back from the courier. So, You can accept the £400 in part payment, and then take them to court for the rest. Make sure you write to them to say that this is accepted in part payment though. I've phoned them about this today as im not happy that i'll have to wait till at least the 7'th of December before they will ship me a laptop or payment (they havent said which) The guy was muchly angry on the phone, he explained how i had signed terms and conditions which stated that any lost laptops would result in a claim from the courier. Ive asked for a copy of the terms and conditions...
greenfieldsupport Posted November 22, 2007 Author Posted November 22, 2007 I think its time i wrote a letter...
ICT_GUY Posted November 22, 2007 Posted November 22, 2007 take the £400, AND the payout the courier will give you - you should get quite a decent laptop for that the £400 is from the courier... im getting nothing for acer despite the fact that they've been horrible, and wasted days of my life The contract for repair was with Acer. By law they take responsibility, they pay out and claim back from the courier. So, You can accept the £400 in part payment, and then take them to court for the rest. Make sure you write to them to say that this is accepted in part payment though. I've phoned them about this today as im not happy that i'll have to wait till at least the 7'th of December before they will ship me a laptop or payment (they havent said which) The guy was muchly angry on the phone, he explained how i had signed terms and conditions which stated that any lost laptops would result in a claim from the courier. Ive asked for a copy of the terms and conditions... To be valid you would have to been alowed to read said terms and conditions, signing a PDA for reciept does not count. I would ask for a copy of what you signed, expressly for use in the upcoming small claims hearing. Also, dont waste your breath phoning, the minimum wage phone monkeys dont give a damn, do it in writing.
greenfieldsupport Posted November 22, 2007 Author Posted November 22, 2007 It says on the terms on the first page when you want to book in a claim:: Please Note: Your unit will be shipped to ER-Media LTD via courier and the unit is covered by the couriers insurance, not ER-Media LTD's. If your unit is lost during tranist ER-Media LTD will not be held responsible and compensation will come from the couriers insurers. If you do not agree to this contact the service centre and state that you wish to ship the unit to us at your own cost.
ICT_GUY Posted November 22, 2007 Posted November 22, 2007 So time to take the courier company to court then.
localzuk Posted November 22, 2007 Posted November 22, 2007 It says on the terms on the first page when you want to book in a claim:: Please Note: Your unit will be shipped to ER-Media LTD via courier and the unit is covered by the couriers insurance, not ER-Media LTD's. If your unit is lost during tranist ER-Media LTD will not be held responsible and compensation will come from the couriers insurers. If you do not agree to this contact the service centre and state that you wish to ship the unit to us at your own cost. What does the original warranty document say about returns and repairs? If this isn't specified there, then the company cannot add those conditions when you go to make a repair request.
greenfieldsupport Posted November 22, 2007 Author Posted November 22, 2007 Theyve got me there too, as it states: 6.3 During the warranty period beginning on the invoice date, Acer will repair or replace Products returned to Acer Care's facility. Customer must prepay shipping and transportation charges, and insure the shipment or accept the risk of loss or damage during such shipment and transportation. Acer will ship the repaired or replacement products to Customer freight prepaid, or Customer may self-collect the repaired or replacement products from Acer Care so i can either accept that they have changed their terms, or i should have sent it myself... :\ I dont think they would let me pick and choose which bits i like from each policy
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