Acer — laptop repair and customer service
Both the keyboard and charging port on my Gateway started having problems and stopped working. I contacted Acer online and they told me to send it in for repair under the warranty. After a couple of weeks I received an email stating that I needed to contact them or they were going to ship the laptop back, email did not say why. So I contact them again through the online chat, the customer service representative assures me that everything is fine and they are just waiting on a part to repair the laptop. Thus, I am happy and go about my business and other things that occupy my life. However, apparently the customer service guy made a mistake and apparently sent me another email - saying that there had been liquid spillage on my computer and it was not covered.
I understand liquid spillage would not be covered, I am not even aware how the spillage occurred unless somebody in my house did it and didn't tell me . However, after waiting over two weeks for a computer I desperately need to make money to live on, and because of missing an email I was not expecting or looking for, they went ahead and just sent it back to me. I called through to the corporate office where the lady was nice and offered to reduce the price of repair from over $220 to $125 after much begging on my part for some kind of compensation for this inconvenience. Unfortunately, now I would have to wait another two weeks for the repair, and more time and thus income is lost for me as I use this computer for my home business. I have to wait for the computer to arrive back to me, and send it in yet again and the price of repairing it, is about the same price they sell for a brand new one on ebay! I am not seeing the point, I might as well just get a different brand online, as I don't think I want to purchase again from this company. It is their fault, that their service guy told me the wrong information and wasted my time and they should really should repair it free of charge. Their error slowed me down, is costing me lost income - from what I would earn online with my laptop and what I would lose in two weeks without having it - is not even close to a balance and makes no sense! Also, the ridiculously quick time in mailing it back??? I mean really, 2 days, I don't see the email and now it is on it's way back when I thought they were waiting for a part!!! I am not happy, if a company makes an error, they need to make accommodations so the customer is not out of money from their mistake.