Acer & Online Buying

This is the last in a series of posts revolving around my computer purchasing prowess, feel free to look through the history for a more complete story.

This is the Acer V3-771, my actual laptop

Before I had my current laptop, I had a dell one, which to be honest, could hardly run Minesweeper without crying in agony. This is how I played games like TF2 and League of Legends back in the

days—lowest settings, horrendous frames. When it finally sang its final song, I went looking for a new computer, but I thought that I would stick with laptops, for the sake of portability. I found my
answer on Acer’s online store. Acer’s Aspire V3-771 was on sale for the low price of just $700. I couldn’t resist. I found myself getting specs I could only dream of.

·         Model: Acer Aspire V3-771

·         OS: Windows 8: 64 Bit

·         Processor: Intel i7-3632 QM clocked at 2.20GHz with 8 CPUs

·         Memory: 6 gigs DDR3

·         Graphics: nVidia GeForce GT 640M (2 gigs of memory)

·         17.3” HD monitor

·         750 gig HDD

The year was 2012, and I was desperate. I bought the computer and waited eagerly for its delivery. The day it came I couldn’t explain how pleased I was. As I unboxed, I could finally begin to imagine what 60 frames may look like, but upon reaching my home screen, I noticed a problem. Colors, usually blues and greens would not display properly. They would fluctuate between their respective colors and black, and white. To say I was disappointed would be an understatement, and reinstallation of drivers and even a complete system wipe did not fix the issue. I called up Acer and asked for them to replace my model, it was broken from the moment I opened the box. They responded by telling me they would repair it, as that’s how their company policy worked.  It would take a week to repair and ship back and forth. After little debate, I convinced Acer that it was their fault, and that they should pay for the shipping.

I received my laptop back and read the repair report. Their answer was replacing the LCD, and re-installing the drivers. It had worked, initially. Over time, I noticed the problem starting to creep in again, and contacted Acer. Once again, I asked for a replacement, stating that the repair had been ineffective. They tell me to re-install drivers and wipe the computer, which I tell them I have attempted before and didn’t work. I was pushed up to Acer’s secondary level of support. I asked for a replacement and was once again told that the only thing they could offer me is a repair. I once again agree, thinking it would be pretty hard to completely screw this up. I send it in, they send it back a week later. Looking at the repair information it says the wiped the computer. I turn it on, the issue is clearly still there.

I don’t use the word ‘insulted’ lightly when it comes to purchases. Acer’s repair team literally did what I had done, twice, and had already been established as not fixing the issue. I call Acer back immediately, explaining to not only their first, but secondary level of support that I have had nearly constant issues with my computer since purchase, and that their company has the audacity to send me back a computer that they only thing they did to fix it was do proven non-working fixes. I am pushed up to the elite level for Acer at this point: Corporate Customer Care. My account is “red-flagged” meaning that I have high priority. They offer to send my laptop (still not replacing it, by the way) to their best repair lab. They even offer to overnight it there and back. I think that we’re making progress.

I receive the laptop back, look at the report. They’ve replaced the motherboard, and re-installed just about everything. I set it up, turn it on, and I scrutinize the screen. The problem still exists. Right now, I’m coming up on finals, and I need a computer. I tell Corporate Customer Care that the problem still exists and that this time, I need a replacement, or I’m returning the unit. Their response is one that I’ve been wanting—we have to offer a replacement before accepting a return. They offer me a refurbished unit, but it has 8 gigs of RAM over 6, and I accept. Talking to Corporate, we agree that they will send me the new unit first, so I can have still have access to a ‘working’ unit.

Upon the arrival of the laptop II, I plug it in and find something to be off. The monitor does not turn on. Acer was sent a unit that literally has no monitor function to replace a unit that has a unit with a broken monitor. I’m done with Acer. Over the course of my purchase, I have been insulted by them. They have tried repairing my unit 3 times, with one attempt being completely useless. I have lost over half a month of computer usage, and the monitor has been working for about a grand total of 2 weeks, without any issues. They now respond with by sending me a dead on arrival unit. I call Corporate Customer Care, and tell them that they can give me a refund. I’m done wasting time with Acer.

Acer’s response is gold: “I’m sorry, we only offer refunds during the first month of purchase.” I have been told, numerous times that they will only offer me one option—be it repairs (that didn’t work) or replacements (also didn’t work). I have asked for refunds before this point, and at every ask I have been denied, saying that I have to follow their process. I don’t have the patience to bring up a legal suit against Acer, but I spend the next 3 hours speaking to representatives of the Licensed Acer Store (which is not run by Acer, by the way), the returns department and Corporate Care trying to explain to them that I have been patient with them for the past couple of months. I’m stuck with Acer.

Finally coming to terms with my fate, Acer decides to extend an olive branch. They’re sending me a new laptop, one with far better specifications than my original purchase. A more up-to-date i7, 12 gigs of RAM a GeForce 730M, and a SSD in addition to the normal one. It’s the best laptop they sell, and it sells at a good price above $700. When it does arrive (once again, shipped overnight) I turn it on to find no errors, and hasn’t had any since. 

Acer, in the pursuit of fixing my problems paid for ground shipping 4 times, overnight shipping 5 times, bought a new motherboard and LCD for my computer and sent me one that didn’t work at all. They also extended my warranty (which originally expired in November of 2013) to March of 2014. Using rough estimates, I probably made Acer spend $100-$200 just in shipping, replacement parts and hours for working on my problems. That’s not counting the fact that they probably scrapped my

Both Pictures are my actual laptop, computer III from Acer

old computer, and gave me a completely new one.

I will never suggest buying Acer products, or purchase from them again. Acer only made it right with me because I would not leave them alone until they did, I can only imagine that others were not so lucky. When you buy online, please remember that companies outsource their stores most of the time, even though you’d think that Acer would run the store at Acer.com, I was mistaken. Be sure to do more research beyond just the model you buy, it will save you time.

--Santa