i been trying many times to speak to one of the representative but i was mad when they ask me the following options to just to speak to one of the representative to help me to my problem to my lap top i have to pay per minute !what???you have to give the assurance that the costumers is satisfied and easy speak to one of the representative that you can help them !it really waste a lot of time and effort!
Anonymous 9/4/10 8:28PM
"To get a live person" does not work with the suggestion to hit the "#" key
preif 8/19/10 11:51AM
I have been trying for hours to get someone on the phone that can understand english to help with the problems on my daughter's computer that is less than a year old. This company is awful when it comes to customer service!
Anonymous 8/18/10 3:35PM
This company is a joke, trying to get a live person to help. Thank god I bought on a credit card the doubles the warranty. I have to admit that my local technology retailer, Future Shop is tired of the steady returns on items that don't work and the companies they represent, don't support.
Bajabreeze 8/6/10 5:58PM
I am going to have to 200% agree with all the compliants from other users that has listed their concerns and issues with Acer products. I brought my daughter a notebook 7/27 at her school bookstore BRAND NEW and the battery apparently was bad so we were told how to send off for a new one (no charge best believe!) ok so so then after talking to numerous foreigners that can't really speak clear english (that really burns me up) when asked about purchasing a extended warranty man did i get a full run around, then i finally got a rep (she was ok to understand ugh!) just to be told since it was newly purchased we have to wait two weeks to call back and verify when and if an extended warranty can be purchased WTF!!! ok so i will be calling back and i'm sending a firm letter to the corporation and the BBB due to how a company sell faulty product for one and have people go thru so much just to make thier crap work like it should. So I may be making another post update in 2 weeks seeing how i will get another run around i guarantee it.
Angry and gipped 7/30/10 10:19AM
Don't even bother calling Acer technical support. After talking to seven, and I am not exaggerating, seven different technical support agents, and that includes 2 supervisors, I could not get any sort of help from anyone. The only thing they do at these numbers is apparently say "I am so sorry (name) for your trouble, but don't worry we will resolve your issue." Then they try to charge you for the support when you already paid to buy an apparently broken monitor even if you buy it new.
sugarsocks 7/28/10 11:14AM
Your company has the worst customer service I have ever experienced. There is no method to speak to a live agent. The problem centers around the poor quality of the label on the machine which states the SNID # and serial # which is worn off completely. I purchased an extended warranty and this is the second issue I have had with it. This unit was purchased on Shop NBC and I'm a GE employee. I will inform them of the terrible quality as well as the unspeakable customer service. Acer should close their doors.
Dissatisfied Customer 7/26/10 2:26PM
make a complaint to the consumer regulator about Acer and have the shop who sold the PC to you brought under the 6 year warranty terms that they never tell you about. If the product does not work then they are both responsible for the product been faulty and in reasonable condition. Also if this effects your work you can sue them both for damages citing unmerchantable goods. Start suing guys it will get this joke of a company to start behaving.
Irish Law 7/19/10 4:11PM
Technical support doesn't seem too good, however I almost never called them. I was a bit unhappy of my old laptop which broke too soon, but when I had to buy my new one, people whom I know advised me to get acer because they had an Acer laptop and it worked well, my choice was also only between Acer and Samsung, and there were known issues with the Samsung (those same people had tested it), such as the wireless not working natively and requiring a wrapper to work, backlight brightness not adjusting, etc. With Acer I found (till now) only some minor issues such as battery indication going crazy occasionally.
LinuxUser 7/12/10 12:08PM
This company has the WORST customer service (or lack of) that I have EVER encountered. Is this some sort of secret society or what? After spending hours trying to get to a live person I was then referred back to the website. This is crazy! I will NEVER purchase another product from this company again!
Anonymous 7/7/10 2:26PM
this is absolutely insane why are these people in business??????????? can i get a support person withouth having to pay for it ?????????guess not
irishboy412 7/7/10 1:49AM
I am so aggravated with Acer. I called the many numbers. Had ordered the system disk and restore disk to get it back to factory settings. No live person will talk with me. Instead I have to email them and their answer is to order another one. How about some live person to talk to the customers about what they already bought instead of asking us to pay for customer support.
Anonymous 7/6/10 1:19PM
i hate acer! their customer support is horrible, i've had the same thing happen to my computer AT LEAST 5 times. and now my warrenty is expired, so now i cant even get it fixed.. NEVER BUY AN ACER. THEY SUCK.
frustrated.. 7/5/10 8:46AM
costomer support is horrible
Anonymous 6/18/10 2:57PM
I can not turn on my laptop. No support. I hate Acer so much and will never purchase from them again.
Anonymous 6/13/10 11:23AM
After digging I now have the Registered agent for my homestate. My computer was shipped off twice and "fixed" twice. Now it is doing it again 3 months after the warranty ran out. BUT IT IS THE SAME EXACT PROBLEM. But I went ahead and paid the $129.99 tech call for an 1-1/2 and now my computer isn't even working. I called another number and was transfered to Vinny. I asked Vinny for his extension and his reply was, "If your lawyer wants me he knows how to track me down." I told Vinny that is ok because at the beginning of the conversation he gave me his badge number but I will let the judge know your directions on how to find you. Long story short you can sue if you have the Register Agent and I do and they are in my county. Off to court we go !
Unhappy 6/4/10 12:11PM
Direct line to Level 2 technical support: 254-298-4000
They are directing you to call the toll free number (800)-816-2237, no reason to try this number any longer.
Anonymous 5/21/10 7:53AM
The system is IMPOSSIBLE to get through... No matter what combination you select, it hangs up on you. I've had the most luck calling the corporate headquarters at (408) 533-7700. Press zero for the operator and then ask to be connected directly to a customer support person. The first person you talk to will undoubtedly be useless, as well as his/her supervisor, but the 3rd level up has a little more authority (and was actually American when I tried).
Anonymous 5/18/10 3:04PM
I purchased an Acer Aspire 7736Z-4809 in December 23, 2009. The first week after purchase I had to replace the dvd drive. Now the machines Broadcom Network Adapter does not work.
Acer "SUCKS" and Acer Customer Support sucks worse and should be renamed "Acer Customer, Support Yourself".
I have owned about 20 pcs since 1986, worked for a softare development company, worked in the IT area of at least two billion dollar companies, and currently work for an IT Consulting company.
TO PUT IT SIMPLE......DO NOT, UNDER ANY CIRCUMSTANCES, PURCHASE AN ACER, PACKARD BELL, EMACHINES, HP, OR COMPAQ, COMPUTER......THEY ARE PIECES OF CRAP AND SHOULD BE SENT INDIA SO THE CUSTOMER SUPPORT STAFF CAN USE THEM. I imagine they are using DELL, Lenovo, or other business class machine.
DON'T BUY YOU NEXT PC OR LAPTOP BASED UPON PRICE. SPEND THE LITTLE EXTRA MONEY ON DELL, LENOVO, OR OTHER BUSINESS CLASS MACHINE; OTHERWISE, YOU WILL BE INVESTING IN TYLENOL AND PEN AND PAPER TO GET YOUR WORK DONE WHILE YOUR NEW LAPTOP IS IN SOME OTHER STATE BEING REPAIRED FOR WEEKS TO COME.
Anonymous 5/16/10 9:25AM
I bought my laptop in october 2009 for school purpose. The computer wouldn't turn on when I attempted to contact acer couldn't pass the automated service which gave another 866 phone number I said thank God you are human, explained my situation when I was done he told me the only way to help me is to buy another warranty. I asked him if he spoke english or didn't understand what I am trying to explain. All I got was in able to help you you've got to purchase the warranty, I have a two year warranty which is 9 months old, what do you mean, He hung up. Figure. ACER is a con artist. Stay away. I wished I knew this before purchasing their products.
Anonymous 5/11/10 12:30PM
I my self think that acer is a crock. i have been through 2 acer notebook in 2 yrs and the warnt. on them are no good cause they say you never enter your product of it out of warnt. and i had for not even 7 months. Then when i proved them wrong they told me it would take them 60 -90 days to replace screen. I find that hard to be leave cause it took me 15 minutes to pull old one out. Very poor customer service charges there customers by min. for tech support while the tech will be all slow act like he doesn't know whats going on and transfers you while you pay them buy the min. to sit on hold another crock. MY Rec. to everyone is stay away from acer and there poor product and poor customer service. i guess it true buy a cheap note book get poor customer service and charged for it. Rec dell had desktop which is like 4 years old out warnt. and dell agents help you for free no charge and very friendly.
tyroneg2sr 4/29/10 2:28PM
This is the most incredibly useless support I have ever experienced! None of my simplest questions are even answered, not even when they require a simple factual answer.
The one piece of "information" I did obtain was incorrect, and when I pointed that out and wanted a correction, my observation was simply ignored.
It is absolutely appalling!
blisssharp 4/16/10 10:52AM
Customer support? What support? Good luck beating the first round of the 'automated phone game.' 20 attempts and it said "YOU LOSE" every time and hung up on me. I've been hung up on by many women in my life, but seldom is she a computer animation. She does let me call back every time though, and she even answers. I'm used to getting sent right to voicemail after many hangups. So, as far as a relationship problem, Acer and I are ok, but as far as having any chance of resolving any customer support issues you may have... sorry, you've been dumped!
Sad and lonely 3/30/10 10:59AM
Alright so it took forever to finally get to someone but after I finally got to a live person I had my problem resolved in about 20 minutes. They are replacing my equipment at no charge to myself.
Anonymous 3/23/10 8:02PM
My sister bought an Acer Aspire 5920-6864 ZD1 Model on May 23, 2009. It was loaded with Windows Vista Home Premium. It had problems with password recognition from the start and it never had more than two of four areas cleared by McFee Software scans as being protected. It has been to two
computer technical support services for the password blockage, costing over $130. Phone calls were actually handled by a female computer tech in Georgia, Russia at one point. Most5 recently the computer was hooked up to AT&T DSL high speed service. It functioned for four hours. Suddenly the keyboard started running away when typing in any field. One couldn't again get past the intial password. Pressing F10 and F12 on startup it suggested installing a boot backup. I took it to another computer tech that was a college professor and software designer. He checked out the computer and he stated, "There were few bugs or need for virus protection." He thought the keyboard was bad, as the computer functioned well with a Gateway USB keyboard. He ordered a new keyboard but the problem was the same. He told me that it appeared to be a hardware problem and most of the password problems that I relayed to him had happened in the past was thought by him to be the same. This writing is being done on the internet using the laptop with an external Gateway Keyboard. Several of the loaded programs have called for updates and update patches appear needed along with a defrag to speed up the now very slow machine. I want to have it fixed. This laptop cost $698 plus tax on sale in May 2009 through Radio Shack. Radio Shack doesn't deal with them anymore, and that store suggests the telephone number most listed here as being unhelpful as the number to call. I haven't got a clue what is really wrong with this computer, but it is very frustrating and disappointing. This particular computer has been in a shop or setting around unused. Four days of service would be the total time that it has done anything. Actually most of that time has been trying to get tech assistance. The Windows Vista appears to be a nightmare in its own right and the hardware issues here are confounding to say the least. I will buy a different computer and I am looking for honest suggestions. I would like to have a different Windows installed and the hardware problems fixed on this computer if possible. I trully feel the Acer Computer Company should do whatever possible to make this right. I see that this computer can be purchased today for $478 nearly anywhere they are sold. With the monies I have invested in this computer plus the original purchase price paid, the Acer Company or Gateway should make this right. I have seen that technical support and reduced software exchanges will be available through April 14, 2010 for this Acer Aspire 5920-6864 on websites if you can get in line in time!
Disappointed in Michigan 3/20/10 8:26PM
Abandon all hope ye who enter the gates of ACER 'customer service' HELL.
ONE. Impossible to get through telephone
directory.
TWO. Impssible to understand what dialect
of English these people speak if you d break through after an hour on hold.
THREE. No serial number, no "tiki."
FOUR. ACER IS NEVER WRONG AND THE CUSTOMER IS NEVER RIGHT. Somehow, they explain, YOU, the user, deliberately broke the unit or caused the malfunction.
FIVE. You pay cost of shipping and handling to their Texas location, even when the unit is under warranty.
SIX. They will attempt to void your warranty and offer to do the repairs at your cost. Funny, the price is always the same- $199.00,
for any kind of repair.
SEVEN. They do shoddy work. I have found rubber pads from the monitor bezel missing,
feet pads missing, my hard drive n ow makes a clicking sound, whilst before it was silent and most distressing, the unit now has some other issue like a disconnected audio, or malfunctioning keyboard. I couldn't make this stuff up or I'd be a pulp fiction writer making the big bucks.
BOTTOM LINE. ACER IS A DECEPTIVE, CRAFTY CUSTOMER OUT TO SKIN YOUR AMERICAN HIDE.
WE WON'T BE FOOLED AGAIN!
VOICE FROM THE TOMB 3/18/10 10:52PM
Service department does not answer the phone
Anonymous 3/15/10 10:51AM
I was using my Acer 7520 and all of a sudden it shut off. it wouldnt even boot up. WTF. I cant even ship it off to Acer because you need the serial number or Product ocde on the bottom of the laptop which is faded. Where else can i find the serial number or Product code because the numbers are faded. I cant even do FN+F2 to get the info off computer because it wont boot up. I ordered a recovery disk in the past from Acer so i figure if i call them they can pull up my info. Of course they couldnt. My laptop wasnt even registered. I told them even if its not registered my info has to be in the database from when i purchased the Recovery disk. They couldnt pull up anything and they told me its nothing they can do until i get the serial numbers.
shawn20744 3/15/10 8:13AM
I bought a 24" Acer monitor from Costco and found that the screen goes black randomly for 1-2 seconds, then the display comes back. I made multiple calls to Acer customer support and each time was connected to someone in India (different person each time) with a very heavy accent who could not be understood and who did not understand me. The phone number listed for direct access to level 2 tech support just refers you back to the regular customer support number that gets you back to India. Eventually I was told the monitor needed to be serviced, so I will return it to Costco instead. I conclude that Acer technical support is minimal and likely to frustrate anyone who tries to use it.
Ted 3/12/10 1:31PM
im pissed that i cannot put in a recovery disk and it not autoboot from the drive, or be able to access an .exe file to activate it while on the computer. Then you call acer support and they want to charge for just asking how to get the recovery disk to start. See if i ever buy an acer again.
Anonymous 3/8/10 3:06PM
their computer fried my blackberry when i was charging it with the usb charging cord...acer sucks. . . not willing to fix my phone and would not even give me a number to file a claim for the replacement of my phone...my computer was 299 dollars my blackberry was 500 so now im out more for the phone then the computer ...blows!
aubrey 3/3/10 4:54PM
I have tried -4- times to get to a person at Acer, with the SN that is on my laptop. I have a 3 year warranty and get even talk to a person. Unless you want real trouble, someone should call me back NOW! 7604450611
YOUR CUSTOMER SERVICE HAS GONE FROM BAD TO VERY BAD AND SINCE I OWN -2- ACER LAPTOPS I EXPECT BETTER SERVICE THAN THIS....
robtbellaz7 3/1/10 2:39PM
i bought my acer laptop less than a year ago its still under warrenty well i had an accident and the screen got cracked. I called to see if this was covered in my warrent guess what...its not. They want to charge me $199 to get it fixed. Lucky for me my boyfriend knows how to fix screens and all i have to do is buy a new one that he found on ebay for $74. Whats the point in having a warrenty if they dont cover anything? i will never buy an acer again and i really liked my laptop.
Anonymous 3/1/10 12:12PM
Basically, they suck. The computer sucks, the customer service sucks, even the name Acer is horrible. Anyone want to buy my laptop?
Selling a brand new acer 3/1/10 11:04AM
The service now REQUIRES a valid Serial number to continue.
Anonymous 3/1/10 8:41AM
I just purchased an Acer 10" netbook a few days ago. As a senior citizen who at best is only computer friendly, customer service is important to me. I was assured by the sales person the company was reliable. Wanting information about another model I was considering instead of the one purchased, I called a number hoping to speak with a human being about their products. They prompts gave me no option to speak with someone in sales. Another number wanted to charge just for asking a question. As one who owned a business for 38 years, I found it appalling that there is virtally no customer service. I'm glad that I didn't open the packaging. After my own experience with customer service and reading all the negative reviews, as soon as I complete and send this review, I'm heading right out to return the computer.
J.Martino
J.Martino 2/22/10 9:52AM
I'm very disappointed in Acer's customer service. I recently had a issue with my network devices, the customer service representative asked me to use the system recovery disks they had sent via mail to correct the problem. The problem was not corrected, but more importantly the customer support techs raised their voices at me and talked to me as if I were an idiot. It was very difficult to communicate with Acer's customer support because they are not interested in listening to the entire complain. They cut you off while describing issues and recommend solutions without understanding the full problem. I understand that they are doing is difficult but I do believe they are aware of their customer service issues. I will not purchase another product from Acer or any of their component manufactures ever again due to their lack of customer support and I will recommend against purchasing any of their products to fellow peers, friends and relatives describing in more detail my experience with Acer. If there was a user error perhaps I'm not qualified to understand the issue. I have a feeling that the disks sent to me are corrupt but I don't care about the issue as much as I'm bothered by the lack of professionalism by Acer's customer support representatives.
RegretfulCustomer 2/18/10 1:33PM
When reading other comments, I have to agree...ACER customer support is a joke. I lost the rubber bumpers on the bottom of the Netbook. I contacted customer support; I was referred to another phone number. I was led to believe this was within ACER. It turned out to be an ACER vendor. I was informed ACER does not provide the rubber bumpers.
This is my first and last purchase of an ACER product. I hope it breaks soon forcing me into purchasing from their competition.
Don 2/17/10 7:21AM
This company is a joke. I bought this computer not even a year ago, and it's already freezing. It's a netbook, so when I called their "tech support" he told me to run erecovery. the program didn't work. Then, he told me to hold alt + 12 at reboot, that didn't work either, all it did was make my computer beep for about five seconds. I'm ready to tear my hair out. Their tech support people, you can't even understand them and they seem like they know what they're talking about. Awful company.
emylee 2/15/10 6:27PM
Just bought an Acer laptop last night. DVD's would not play. I call tech support, which happens to be in India. This is fine, however the language barrier was very frustrating. Took 45 minutes, most of that was me asking, "click on what"?
Absolute nightmare. I wish I could return this and get the Compaq instead.
jsferris 2/13/10 5:30PM
I will never sell another Acer computer computer again
3 months into an acer aspire 5536-5883 Something went wrong. sent into acer for repair and had to pay shipping to them. Companies need to pay their own shipping when something goes wrong with their products. Any they replace the mainboard, hardrive, cpu heatsink, led button board,microphone and speakers. they replaced them with refurbished components and now i cant even get ahold of them to complain. ACER IS A DONE COMPANY. NEVER AGAIN. 10 -12 laptops a week I sell and not a one will ever be acer again. GOODBYE ACER once the complaining starts its all bad for your company
Richard Morris 2/13/10 1:58PM
YOU HAVE TERRIBLE PRODUCTS WITH NO HELP. WHEN A PERSON PATRONIZE YOUR COMPANY AND BUY YOUR COMPUTERS YOU SHOULD AT LEAST BE AVAILABLE TO HELP AT NO COST. I WILL NEVER BUY ANOTHER ACER PRODUCT, THERE IS A BIG DIFFERENCE IN YOU AND COMPAQ.
sgibbs 2/12/10 12:42PM
The whole "tech support" thing is a joke. I have never been so upset and disappointed about a simple tech call in my life. Why in Gods name would anyone charge you for a simple answer. And proceed to argue about it and compare it to a car repair. Come on now give me a break. Do you really think thats necessary........um no. And i am now in the process of looking for a new laptop. I will never own an Acer product again, and sure as hell won't recommend it to anyone. Since when is it ok to start charging a person who has already paid for the computer and shipping, etc. for an over the phone quick fix? I think if they are gonna charge ya might as well make a house call. How am I suppose to know if my problem is actually going to be fixed? And im still gonna be charged for them to tell me "I'm sorry, I can't help you, I'm not sure what your problem is but if you give me some more money I might be able to find out whats wrong with your laptop" Yeah right! Get real!!!!!!!!!!! What is wrong with you people and why do you think its ok? Cause I think you're full of it and money hungry. Dont you know that not everyone has all the money in the world to be handing out for a tech call that should be free for a customer that saw something good in the product but not anymore thats for sure. I am not happy with the way I was treated or talked to during the entire time i was asking the reasoning behind charging for help. What is this world coming to. Everyone is so inconsiderate and rude. i feel bad for anyone that this company suckered into paying for this "service" if thats what you want ot call it, because they were conned out of alot of money for absolutly nothing. its all a waste of money. And for anyone who is looking into this product i would advise against it(this advise is free) its not worth your time, money, efforts, or breath talking to these people. I also feel bad for the people that are in the same boat as i am b/c its B.S. to pay for tech support. You guys are not Geek Squad and how am i suppose to know you arent some Joe Blow off the street reading off of a piece of paper or off a computer screen on how to fix things. we arent all dumb I've worked for a place that did that. I can put money on it that not one "tech support" person has a degree or anything. its just like telemarketing get a life and a new damn job. im done wasting my time.
Anonymous 2/11/10 11:40PM
THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER HAD TO DEAL WITH... THE ONLY WAY THEY WILLREPAIR MY COMPUTER WITH A BAD SD CARD READER, $20 PART, IS TO HAVE IT SHIPPED TO TEXAS AT MY EXPENSE, $25.OO. THIS COMPUTER IS ONLY 6 WEEKS OLD... I WILL NEVER BUY OR RECOMEND BUYING AN ACER PRODUCT AGAIN.
TONY S 2/10/10 7:20AM
Can't talk to them if out of warranty. No number to call. Never buy and Acer
Anonymous 2/9/10 12:59PM
acer wount let you talk to a human
richard-47 2/7/10 6:20PM
i love my acer but the customer support really is the worst i have ever had to deal with.......i dont appreciate someone who hangs up on their customers while they are talking to them....you have just lost alot of bussiness from me because of this
mamacandie 2/6/10 4:17PM
acer has the worst support system and user unfriendly i've ever experence. wish i would have known before i puchased this laptop. i sent the laptop in for repair and still to this day have not received a receipt. someone broke my system and i'm havin to sue and like the Judge said,"my credit card bill does not show what repairs ACER made.
Please please please sent me an official receipt the for the repairs you did to my laptop.
debra body, 3791 sunbridge dr., snellville,ga 30039
it sad that i must beg for such a th.ng>
very disappointed 1/26/10 6:41PM
My Aspire is eligible for the Windows 7 upgade... however getting this software from Acer is getting harder and harder. First they sent it by UPS to my PO Box number.... UPS of course do not deliver to a PO box. So after receiving a call from my local UPC driver he took it back to the depot so it could be sent to another address, which I had given him. The next day the shipment went to an address that even the UPS supervisor did not know were it was... and as these packages do not need to be signed for it was classed as delivered, hence somebody else now appears to have my software. After writing to Acer Customer service they sent me an e-mail saying another softwear will be sent, this time to my US address. I had wrote down my full address in my e-mail to ACER yet somebody at ACER felt it needed a few changes and then removed a number and a letter from my address... the result again is a 2nd package going to an address somewhere in Yuma, once again it did not need to be signed for so another person has my softwear. As soon as I found out what was happening I wrote to ACER Customer suppport... now they do not answer my e-mails. It is beginning to look like they put older computers on the market last year and now not prepared to supply the Windows 7 software or saying they sent it when in fact some form of scam is taking place. Are they sending out empty cartons to the wrong addresses on purpose? Why do they not answer customers e-mails? I wonder if Costco, were I purchased my machine from, is aware on ACER's poor service?
Barry 1/25/10 11:02AM
I have been having problems with the battery on my Acer Aspire (5542-5462). I contacted Acer yesterday, and the customer service agent walked me through a fairly simple troubleshooting process. I don't know what all of the fuss is about. I was expecting the worst after reading this review, and while they were horrible at pronouncing English words, they were actually very helpful. There is not a lot of praise out there for Acer's customer service, but I think that is simply because people prefer to complain.
jschwartz09 1/19/10 9:14AM
i have NEVER in my life encountered a more frustrating customer service experience. i could actually feel my blood pressure rising to dangerous levels just trying to reach a live person, not to mention the lack of customer support once i spoke to someone.
Anonymous 1/19/10 8:06AM
OK, folks, grab a beer, sit down and read this one! (It is a long one, but copied directly from my tit-for-tat with Acer support. You might want to copy/paste for better viewing pleasure!)
Subject: BIOS freeze lock
Product: Notebook
Aspire 3680
Category: Others
Operating System: Windows XP
Submitted: 01/16/2010 02:16 PM
Last Updated: 01/19/2010 04:30 AM
Status: Solved
Customer (Stephen XXXXX) 01/16/2010 02:16 PM
What is this? Why is it here? Can I unlock it? How? Why or why not?
Thanks
$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Response (Jithu_GWSI683) 01/16/2010 04:37 PM
Dear Stephen XXXXX,
Thank you for contacting Acer America. I’ll be happy to assist you with BIOS freezing issue.
As per the serial number you have provided, your system is in warranty, also registered in our database.
Stephen, We are unable to get to the bottom of this issue with the information you have provided. We would appreciate better clarity on this. Would you please provide us with more detailed information about the issue/error message if any or any other information that may you think would help us would be a welcome.
1. Is the computer booting into BIOS ?
2. Is the computer asking for password ?
3. Can you need Acer logo at startup ?
4. Are any LEDs (lights) lit on the system and do you hear the power supply fan blowing?
5.Do you get any display?
6.Do you get any beep sounds?
I need above detail to isolate the issue.
I have documented this correspondence in Service Request Number 1-5WNHEE in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
For further clarifications please feel free to visit our web site http://support.acer.com/
Thank you for contacting Acer,
It's been a pleasure assisting you. Have a great day!
Respectfully,
Acer America
Online Technical Support
$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Customer (Stephen XXXXX) 01/16/2010 09:35 PM
Thank you for the quick response. To answer your questions, first, a little background:
The unit was recently shipped back to me after some warranty work was performed on it. At the support center, the technician, after fixing the hardware (wherein the problems arose) decided to format the HDD and reload Vista. Totally unnecessarily, as the OS was working fine. I had, very early on, wiped the drive and loaded XP Pro, and had several years of use, and more importantly, data, and all that was lost. Why did I not back up the data? Well, one of the problems with the hardware was that the CD would not WRITE!
OK, I got the LT back, screamed at someone in support for the screw-up, and got on with life. After monkeying around with the Vista reload for a while, I decided to try Ubuntu. Not happy with that, I dug out the XP CD, wiped the drive again and tried to reload XP. When I got to the request for the key, I found that the key I had was not the correct key. This time, I decided to wipe the drive with a utility called HDDerase.exe, just to make sure the drive was CLEAN. During the setup process before actually running the format, is where I came across the message that started all this.
******************
"Active HDD: WDC WD800BEVS--22RST0
**This drive supports the ATA security feature set**
**This drive is in frozen status**
!!ATA Security set is prohibited by the BIOS chip!!
Do you want HDDerase to attempt to override BIOS freeze
lock? (this will require you to reboot)? (y/n)"
******************
Now, the questions are:
What is a BIOS freeze?
Why?
What does it accomplish?
What happens if I answer yes?; no ?
How can I lock/unlock it myself?
*******************
Quite an intro, I know. Just wanted you to have an idea of how I got here.
Now, to answer your questions:
1. Is the computer booting into BIOS ?
The computer boots just fine. If I ask it to go to BIOS, it does. If not, it doesn't.
2. Is the computer asking for password ?
No.
3. Can you need Acer logo at startup ?
Yes.
4. Are any LEDs (lights) lit on the system and do you hear the power supply fan blowing?
Yes.
5.Do you get any display?
Yes.
6.Do you get any beep sounds?
I don't think so, but I don't recall.
All in all, it runs like it should, formats like it should, runs the bootable CD's like it should, etc...
It just gave me that message above, and I want to know what it refers to, and how to deal with it.
So, in that light, would you please answer MY questions? RE:
What is a BIOS freeze?
Why?
What does it accomplish?
What happens if I answer yes?; no ?
How can I lock/unlock it myself?
And since your support tech was responsible for all this in the first place, will you please send me a valid copy of either WinXP Pro -WITH the key- , or the new Win7 Pro (Not the home editions). That's the least you can do, to make up for losing over two years of my data.
Thanks,
Stephen
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Response (Ranjith_GWSI670) 01/17/2010 01:03 AM
Dear Stephen XXXXX,
Thank you for contacting Acer America. I’ll be happy to assist you.
As per your mail, I understand that you would like to override the BIOS freeze.
Unfortunately, we are unable to offer support for this type of issue. The problem has been narrowed down to be with the usage of the the third party software program which Acer does not support. At this point, I can offer a few suggestions for further assistance.
There are a number of options below that you can use for assistance with your request. Below you will find two options that should be able to assist you with your question or issue.
1. Most software applications have help files that can usually answer your questions on how to use or configure the software or hardware obtained from Acer.
2. Another option is calling Answers by Acer. Our representatives have advanced industry knowledge of all major brands and their merchandise so they are able to provide you with expertise when answering questions about those products.
You may call Answers By Acer in 1.800.237.6483 . However, Calling cards are available for 30 minutes ($59.99), 90 minutes ($129.99), or 15 issues ($199.99) and the validity will be 1 year.
Note: Items from the Acer Accessory Store are fully supported by the manufacturer of the hardware or publisher of the software that you purchased
I sincerely hope one of the options above provides the information you need.
You may please contact us back for further assistance. Your service request number is : 1-5WNHEE
For further clarifications please feel free to visit our web site http://support.acer.com/
Thank you for contacting Acer America
Have a great day!
Respectfully,
Acer America
Online Technical Support
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Customer (Stephen XXXXX) 01/19/2010 04:30 AM
Well, Mr. Ranjith_GWSI670,
Your response seems to indicate that you did not CAREFULLY read my email.
Your response:
"Thank you for contacting Acer America. I’ll be happy to assist you.
As per your mail, I understand that you would like to override the BIOS freeze.
Unfortunately, we are unable to offer support for this type of issue. The problem has been narrowed down to be with the usage of the the third party software program which Acer does not support. At this point, I can offer a few suggestions for further assistance."
The problem does NOT originate with any third party software, it CAME FROM ACER with the freeze lock. I have not used anything to freeze the BIOS, I don't even know what that means. That is one of the questions I asked YOU. Apparently you don't know either, but are unwilling or unable to admit that.
And with service like I described in my response to your initial inquiry, and like I am getting now, do you wonder why I can no longer advise my friends and family to purchase ACER products? Your supervisors should be proud of your contributions to the company's success.
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Something else, huh?
marquis2 1/19/10 4:02AM
WORST SERVICE EVER. 3 months, still waiting for my 4 month old laptop to be collected for repair. Ridiculous!! I am being driven mad by them with their lies and I really think they are trained to lie to customers.
Anonymous 1/17/10 5:31PM
the aoa 150 and aoa 250 netbook bios are all bad and acer isn't fixing on out of warranty computers. When thee bios go bad the screen remains blank. They will fix for a fee though. They show all of them do if you go to acer's website and check aspire one area. All of their netbooks are junk as they say on their website. Customer service is terrible also and they don't stand behind their product.
Anonymous 1/17/10 9:18AM
Unfortunately I have found Acer computer customer support to be worst customer support I have ever encountered. It appears completely impossible to contact a person to simply order a system disk to restore a hard drive. I will never purchase any Acer product again.
Anonymous 1/16/10 12:39PM
You need to sort out your company service. I have had a laptop for 2.5 months - it was barely used (i.e less than 20 times) until last month when I needed it more. Then it crashed over 4 times, I had to do a system restore each time and its still playing up. Sometimes it also says it doesn't recognise the DVD drive too. I feel HIGHLY UPSET about it and would recommended that no one buys an ACER in future. Now customer service tell me I have to PAY more money to send it in for repair when it should eb completely covered. Appaulling. Some warranty. It isn't worth a thing. I will be reporting it on Amazon where I bought it and providing similar feedback. Good luck with future customers because I won't be one if this is how you treat them.
X'doffCustomer 1/13/10 1:44PM
I repeatedly tried to get help with my hardware while the computer was under warranty. My wireless hardware in the computer was malfunctioning and I did everything they told me to do and it still didn't work consistently, but they were unwilling to have me send it in for them to work on it. Two months out of warranty, the motherboard crashed. I hadn't dropped it or did anything else that would have hurt it. Of course, the help desk response was "tough". I'd spent about $400 on the Acer One and am never going to buy Acer again and will tell my friends not to also!
reypequenoey 1/9/10 12:23AM
Are trash. Support is trash as well. I have been talking to a machine for over one hour to have it tell me the my computer is out of warranty. Have someone built you a custom build PC and don't ever buy one pre-built from ANY manufacture
[iwr[iwr 1/8/10 11:16AM
Are you kidding me...if anyone elses ask me for my snid number again for getting help with a brand new computer..I did cuss and the tech told me that this is a professional call and i said I know but i am not recieving professional service. I had to call back three times in a half a hour to speak to a supervisor that I never got to speak to...Thanks Walmart...198.00 what did I expect right??
suga 1/4/10 10:17PM
I bought an Acer Extensa 5630 and after 2 weeks of use the laptop randomly decides it is not going to power up.
Going through Acers website FAQs there is a section regarding resetting the laptop if it wont power up, so they know of the issue. However the steps do not work so I raised a ticket and gave Acer as much information on teh problem as I could, asking what else they needed.
Their replies have not been very technical, they have decided that I need to use the recovery CD (which loses all of my data unless I can get on it to backup).
Now I have worked in support for several years, troubleshooting PC problems is what I do and I can say that recovering the harddrive is not going to fix a boot issue (assuming the laptop will turn on to be recovered).
I have asked several questions of their support who completely ignore my questions and repeatedly tell me to use the recovery CD.
I am about ready to give up.
Anonymous 12/23/09 4:18AM
RUN!!! DO NOT PURCHASE AN ACER PRODUCT!!!! I wish someone had warned me ahead of time! Even with a surge protector, my Acer Aspire X1700 burnt out and already needs a new power supply (barely 11 months old). All of my data (including Mozilla Thunderbird emails back to 2003!!) is trapped in this desk top!
Acer is of no assistance, as their only solution is to make me pay for the shipping to another state, with them then attempting to diagnose the problem, and POSSIBLY REFORMATTING my hard drive (I would lose all data!!!), and maybe never even getting the tower back.
I have called every possible number and they all lead to people in India (I asked specifically for the location). I requested to speak with a higher up and was told none sense. I requested a replacement power supply and was told that they do not do that.
I just ordered a power supply from Newegg that may not even fit properly in this thing because it is a slim line/parts are not all made by Acer/"proprietary"??.
I told them it was clearly a defect (complaints are ALL over the internet about the power supplies dying, some after just 2 months!!). They did not care.
Now, I will have to return the Netbook I bought before the desktop died because I can't take the chance of the same thing happening.
AVOID ACER AT ALL COSTS!!!!! Otherwise, YOU will be paying ALL OF THE COSTS, not ACER.
Miss JR 12/20/09 1:49PM
I'm going through the same nonsense with Acer support and my Aspire notebook is just one month old. Obviously Acer doesn't care about individual customers. But it might care if enough unhappy customers got together and went public. Is there such a group out there? Is there an independent computer magazine that might be interested in sloppy industry practices? Any thoughts?
hal
hal 12/16/09 6:38AM
i have been trying for over a week to track my shipment for replacement cd's. my credit card has already been charged, i did not get email confirmation, have no tracking information, and would tell anyone considering buying an acer to just buy vegatables instead. much more useful.
scan 12/14/09 8:22AM
Horrible Customer Service! We have been trying to resolve a problem with them for MONTHS now, yes, i say MONTHS! FINALLY..they are letting us send the laptop in so they can fix it, but we must pay shipping & handling,,,now, after that..they sent it back to us, and said that they cannot accept it bc the shipping box is not what they want it to come in..wth???!!!?!?!......so now, I must go another round with customer service to fix yet another problem, on their end..so now, we've paid 20.00 in shipping that was useless..and they made us pay for a disc that supposedly would fix all the problems, well, that was 20.00 also..and guess what..it didnt work..at ALL!! They REFUSE to credit us back for that and said that it was our fault it didnt work (its a faulty disc)...Wow!
none 12/14/09 1:13AM
Worst customer service EVER! Don't buy Acer!
Anonymous 12/12/09 1:51PM
if you dont already know to stay away from acer, please take my advice. i purchased the aspire 5515 from walmart at a "steal" for 349.99 with 3 gb of memory in february. by may i had to send it to the to repair the touchpad because it stopped working. when they returned it to me, the didnt close the front panel all the way, it looks sloppy and they damaged my left side usb port. then in july i had to send it back to them again because the wireless device in the pc completely disappeard and no downloads online would fix it. now that those things have been fixed, my other usb port is not working and i have to send it to them again. im really screwed becausethe only way that i can back up my data is on discs and im a college student living off financial aide and no money. oh, and did i mention that every time i had to send them the laptop i had to pay the shipping. the repair center is in temple, tx and i live in ft worth so not a big fee, but still. manufacturers warranties should include shipping fees as well....
Aqueasgrl 12/4/09 9:06AM
I agree with all those who say DON'T BUY ACER. We have two Acer computers, bought within the last 6 months. The first had a hard drive failure within 3 months. Called tech support and they were rude. Kept trying to tell me it was a Windows problem. After talking to 2 different "techies" (and I use that word loosely) at their end, I finally had to send the machine it. I was right. HDD and video card bad. Second Acer, only about 2 months old now has blue screen on boot. Battery and RAM this time. Still haven't gotten that computer back from their service center. BTW, you have to pay to ship the computer in for service, unlike with other companies. Save yourself frustration and money -- steer clear of Acer.
Frustrated in Florida 12/4/09 6:59AM
I had same experience. Although I called after 6 mos. when I had driver problem and they kept telling me it was my problem. I never got that resolved, and after 14 mos. my computer motherboard has gone bad. I cannot get any help with customer service because my warrant was only one year. I would never buy ACER again!!!!!!
Anonymous 12/2/09 2:20PM
I had the worst experience with a "customer" sales rep ever with Acer. The guy was rude and disrespectful and when I tried to explain the problem we had with the laptop hard drive (crashed after the one year warranty expired) he said in no uncertain terms that there was nothing Acer would do. Basically, he said out of warranty, out of luck. Said we should have sent it in earlier for repair - like we should have known that would happen? I asked to speak to someone higher up and he said there was no one (he's now the CEO?) and that there was no phone number he could transfer me to. It was extremely frustrating and I will not buy from ACER again as they are of no help and we are stuck with a bad laptop that's after only 14 months.
Anonymous 12/2/09 7:27AM
I just bought this laptop on Black Friday. Yesterday I got a reboot error. These comments looks scary. I have an HP laptop that sounds like a blender right now but, it was great for 2 years...
I called 800 816 2237. The system will recognize your phone if you call back. Tried to put in my number twice and say it. Won't recognize SNID. Wants to send me on to pay as you go customer service. It goes back today!
greentea 12/1/09 8:10AM
Today I talked to a service rep who said my defective battery would be replaced free of charge. I hope this turns out to be true.
It is disappointing to see so many negative comments about Acer.
sjm 11/28/09 2:10PM
This is TERRIBLE tech / customer support! I have been trying for four days just to get a simple matter resolved. It's almost impossible to get a live person on the phone.
sjm 11/28/09 1:33PM
Alls I wanted to do was just talk to a person about an order.......How rediculous to go thru such a silly automated maze for a simple question. So this is customer service?
Anonymous 11/27/09 10:13AM
Acer SUCKS!!!! Touchpad is ridiculously sensitive, with no real adjustment. Mine broke down five days and out warranty - yes FIVE DAYS!!!! The hard drive went out, and acer told me to BUY a new hard drive, and they would answer any questions I had about installing it.....ARE YOU KIDDING?? At least HP acts like they care. Heck, Gateway even sent me a new keyboard after mine quit working, free of charge, out of warranty.
Do yourself a favor, folks, and AVOID ACER!
Anonymous 11/26/09 5:43PM
DO NOT BUY!!!!!! Customer service is a joke! I can't use the keyboard on the laptop! Have to use an external keyboard. Laptop is not even 6 months old!!!
Anonymous 11/22/09 12:07PM
Do yourself a favor. DONT BUY AN ACER!!!! My story is the same as everyone else's. Their phone numbers don't work, it takes minimum of three weeks for them to repair/return and if you complain, they cut off your warranty and then give you a number to call that is - SURPRISE - not in service.
I don't know how they get away with it.
Spend the extra 50-100 bucks and buy and HP. Never had a problem with HP.
dpoppitt 11/19/09 9:18AM
I just got off a 35-minute call with a rep named Ram trying to help me with a problem I had during my upgrade to Windows 7. He was extremely helpful and patient, and didn't even laugh when I admitted I had NOT performed a backup before my upgrade.
Yes, I'm not happy with the crappy upgrade wizard that claims my laptop is not supported (yet in the next screen it says it is *sigh*) but I will say I was treated very nicely by the CSR over in Bangalore or whereever he is, earning two bucks a day. Don't even let me get started on outsourcing...
joannagilbrethrussell 11/12/09 6:20PM
Terrible support. Got the new Acer Timeline w/ Windows 7 - but a key piece of software I use won't run on 7, so I'm downgrading to XP. I just needed clarification on which drivers to download. (e.g. they offer 3 different webcam drivers for the 1810T and I want to know which to get/use.) First lady told me that the Intel chipset driver (only 2.5mb) is actually a collection of drivers that covers webcam, bluetooth, etc.) She was wrong. I told her that didn't sound right at all because the smallest camera driver alone is five times as large. She hung up on me at that point. The next not so nice lady (ID:gwsi951) was only slightly less rude. She kept reading disclaimers. Said they don't offer a downgrade nor support for downgrading. What a crock. Avoid.
uncoolcentral 11/9/09 2:18PM
WELL, where do I begin?
Called acer support on 5 different occasions with the same issue. My laptop heats up & shuts down. 1st they said a battery issue. Replaced that, then i was to download a program to fix the issue. Got a VERY rude man on line telling me to click on the "YELLLOW ARRROW"(yes the spelling is to emphasize in his own words) & when I told him there was no yelllow arrrow, he hung up on me. problem still there, called again, was told that I shouldn't have it on my lap(what part of laptop isn't clear) because it heats the fan that cools the system down. put it on a hard surface! I think this might be compared to a desktop then, right?
Have extended warranty but they said because this issue started under 1st yr.warranty they have to resolve issue. They are uncertain! Needless to say... ACER SUCKS!
Fax in warranty papers?? They should have them already! Fed-ex will come to my door to get it?? joke.. they can't find my place??
Dropped my computer off at neighbours place 3kms away(when I originally bought it).
I WILL NEVER AGAIN BUY AN ACER!
Franz 11/9/09 1:46PM
I owned an Acer a few years ago. Their tech support was very abusive. It must be nice to be so successful that they don't need repeat business.
Davido 10/31/09 8:17PM
Have had many encounters with very poor customer support regarding ACER. I have also dealt many times with HP. I would strongly advise purchasing a HP computer next time. I sent my computer to ACER to get fixed, it took 3 months before I got it back. All that was broken was the CD/DVD drive.
Whereas, I had to send in my HP laptop that was past it's warranty by 6 months in to get fixed cause I accidentally dropped it. They mailed me a box and paid for shipping. They then fixed it without charge. They also have 24/7 telephone support, as well as 24/7 online chat support. I'd never buy an ACER again.
But if you really want quality...buy an Apple. They just work! lol
Davinci314 10/19/09 3:30PM
I had order a CD from Acer Sales, Then decided to cancell they refuse to cancell the the order just told me the only thing i could do was to refuse the the shippment, and not sign at the time of delivery. but they did not had any instrctions on the shipment to get a signature from client, the Feed-Ex delivery guy just letf the package at the front door and its lost. and don't want to give me my money back. not good customer service
toxicgirl86 10/6/09 9:51AM
I bought an acer laptop about half a year ago from circuit city, good i bought warranty because my acer laptop went out 4 times and I send it out every time which takes few weeks till i get it back. I need to call them again and im going to either ask for my money back and by a Toshiba or tell them to give me a new laptop. Because they should give you a new computer after you have sent it out 3 times.
RussianKid 10/4/09 11:44AM
I called customer service so that they could tell me how to view my image from the laptop to my TV. They wanted to charge me just to tell me how to press a couple of keys. Do not buy an ACER. I just recently bought mine is not even 6 months old. I can imagine how much of a problem it will be if something goes wrong with the laptop and it needs an actual fix.
Anonymous 10/3/09 1:10PM
Don't even bother trying to contact Acer Customer Support by phone. The earlier post that says to mumble until the recording transfers you to a live person;That doesn't work. The recording just disconnects you. I gave up and am purchasing an LCD screen to put in myself. I even emailed and asked someone to call me but they wouldn't because the warranty expired less than a month earlier. All I wanted to do was ask some questions. HP's customer service is very bad, but Acer tops them all with their horrible service. Noone stands behind their products anymore. It's just sad.
Anonymous 10/1/09 11:48AM
Customer service is horrible. I sent computer in for warranty problems, they sent back with not repair. Then when I tried to get a prepaid return shipping label they said they could not send me one I would have to drive to a Fed Ex location and give them the number they emailed me. The nearest drop off is 45 miles each way. Guess they don't have mail in India or whereever their customer service people work. I will never own another Acer product.
unhappy owner 9/30/09 8:38PM
w0w def the best support ive ever gotten on anything..........NOT!....... dont use this support if you want to stay sane
Anonymous 9/26/09 4:03PM
cannot imagine a more horrible customer service system or shoddy product:
I bought the Acer One Netbook in Aug 2008.
I purchased it at Future Shop in Canada
I am travelling/researching in Japan and required warranty service under their
ITW, or International Travellers Warranty.
The problems were 1) BIOS-causing constant restarts/returns to password page, 2) power-as the pc will not run off the battery, and 3) software-as it will not keep wireless connection settings.
I mailed it to the address provided on Acer's homepage for Acer Japan. It was returned undeliverable.
Then, in trying to find an alternate address, the previous address for Acer Japan on Acer's homepage had been changed.
I mailed it to the new address.
Acer Japan said due to the English OS "it did not have the parts.
Sorry."
In the meantime, although I initiated the claim upon mailing the pc on 30 July, 2009, the warranty has since expired.
An uncompleted warranty claim notwithstanding, all I get now is a robotic "your warranty has now expired" response to all inquiries.
How can a company make such a poor product, list incorrect mailing addresses, not honour their warranties, and then claim the pc is not covered anymore by warranty when the claim was made during the valid warranty period?
Unbelievable!! Willing to consider any advice. Thank you.
Anonymous 9/23/09 8:41PM
The worst ever. After faxing information 3 times we STILL can't get anyone to talk to us. Even managers are refusing to talk to us. This has been going on for TWO WEEKS now.
Don't use this company!!!!!!!
Anonymous 9/21/09 8:55AM
I recently purchased an Aspire 1. The screen had a bad connection and would not turn on. I returned it for another one (bought them through Costco) and this one has a discolored pixel. very disappointed.
Anonymous 9/15/09 7:53AM
I purchased an Acer Aspire for my daughter about 5 months ago and it was used very little and quit working. I purchased a new battery and it still does not work. In addition, I have spent the past 2 hours trying to get through to an agent with no luck. Extremely disappointed!
I am military and got purchased this as a means of communicating. Lession Learded!
Anonymous 9/14/09 7:01AM
I purchased an Acer Aspire in March, it hasnt worked in almost a month. It needs a new hard drive.
Of course I didnt register it because I bought it when my sony crashed and was in such a rush I totally forgot. So now.... I have to toss hundreds of dollars out the window because these people cant make a product that lasts longer than 5 months. What a scam
adan57 9/12/09 6:06AM
My family recently bought a computer from this company and have had nothing but problems and the computer still does not work!!!! They do live in a rural area and have spent additional money on certain parts like a power bar etc recommended by this company and this still has not helped!
They are trying to get their money back for a full refund and have had nothing but the run around.
I WOULD NEVER.... BUY ANY OF THEIR PRODUCTS!!!!PLEASE WARN EVERYONE TO BOYCOTT THIS COMPANY!!!
If you would like to contact me regarding this issue i would give you their information to help resolve this issue.
:D
Dee 9/10/09 11:16AM
I got a brand new Acer laptop last February and it has been sent back for repair for the same problem 4 to 5 times. The laptop arrived with the problem and didn't develop over time, yet I can't seem to get to anyone at the company to replace the unit. Any tips for a frustrated user?
Yeddin 9/10/09 8:44AM
I think only the angry people comment on this. I went through customer support smoothly. The guy I spoke with was helpful and polite and was able to show me how to fix my laptop. 4/5
absumadios 9/4/09 9:58PM
I purchased an Acer laptop in February. When I got it the internal microphone did not work properly making it difficult to use Skype. I contacted the online support and after 3 months I still have not gotten the computer fixed. I've installed drivers, run tests etc. What's worse is that support doesn't read the history of correspondence and they keep asking me the same questions over and over. They finally told me to send it to a repair center. I did and when I got the computer back, it was still broke. They admitted that they did nothing to fix it. I can't get a live person anywhere in the Acer organization and online support is going around in circles asking me the same questions over and over. I don't plan to buy an Acer again. Their customer support needs to be trained.
lazabby 9/4/09 7:33AM
I had a problem with my Acer which is was recondition I had to replaced it .
The number to call is 1 315 433 1160 EXT 3910
Anonymous 9/3/09 8:23AM
too bad for customer service issues...tried and tried again to speak to a perso that was breathing....but to no avail.....only a computer generated voice who always hung up on me, therefore when I purchased a new laptop , I shyed away from acer and went with a higher end company who;s past cés was much better (THIS IS MY PERSOAL OPINION)
EXCOWBOY 8/22/09 1:22PM
I have a ACER ccmputer and the CD drive completely destroyed my CD and the CD drive will no longer work. I was told by a technician that it was computer induced damage and told me it was going to be $199 charge to try to repair. I asked for a supervisor and was told the same. I asked for an other higher supervisor and was told none was available. This is absolutely obsurd! This is the second time this computer has had problems and it is still under warranty. Explain to me why a damaged computer which is under warranty is not covered in this case. The warranty is worthless, the computer is worthless, and as far as I am concerned, the entire company is worthless and second rate. This is absolutely poor customer service. The BADGE No. of the supervisor is GWS1243.
I am going file a complain with the Better Business Bureau and log a complain in every blog and other forum I can find.
this is the poorest computer product and the poorest service I have ever seen.
Terry Snow 8/22/09 10:59AM
after reading a few reviews i was not looking forward to contacting customer supports warranty office when my acer 5920 laptop went down...however due to the large number of negative reports here I decided i would give credit where it is due and say a big thank you to acer in my case they did an exceptional job, im not going to go off on a big explanation but I will say i feel very happy with my experience and only wish the best for the two people I had talked to on the phone, Acer give them both a raise please they really deserve every bit of praise I have given
5920guy 7/15/09 8:44AM
I bought an Acer X1200 for a client. The case ARRIVED broken. I've been fighting with their "tech support" morons for 3 days because they don't support this computer, Revonate does. So they give me a Revonate phone number. I call it. NO ONE answers. I call two more times. Same result. I tell Acer this...they give me the same number. I say "no, that number doesn't work. We need another solution. They give me the same phone number. Over. And over. And over. IDIOTS.
Reverend Ian 7/14/09 9:28PM
My husband received the computer as a gift while deployed to Afghanistan, now home, we're having problems with it, when I called tech support the lady, who was hard to understand, wanted the EXACT date the computer was purchased, and refused to help solve the problem because I was unable to provide her with a date. This is the second acer I've dealt with, the first one being my own, and I will NEVER again buy one.
Miss_ashley08 7/13/09 1:50PM
TOTAL JOKE! This is the worst customer service I have ever had to deal with. Then automated menu doesn't even allow for a CSR option, and the automatically hangs up. Then monitor has started going out after only 9 months. DON'T BUY ACER!!
DON"T BUY ACER 7/6/09 9:12AM
Absolutly useless. When asked how to do something they told me I would have to purchase the help from ACER. Is this the way you support your products? When some one buys your product and needs help to get it up and running you charge them, right away! No help given for free from ACER. I hope you go out of business. You should and will with this approach. This info willget around and most people will avoid your products. I know I will in the future. Hello HP!!!
mmros@cox.net 6/23/09 11:02AM
What a nightmare! Acer customer service is a joke trying to get some service is crazy where it says to click here there's nothing there??my browser just stopped and the tech support wanted me to pay $59 for 30 min. for them to walk me thru the problem?Q. what if 30 mins is not enough time!A. we have a package deal 90 mins for 199.00. whaaaaat you want me to pay for your error? he says yes!it was no thing for him to say that. and too boot there's no Supervisor,Director,Adminastrator or just a regular ole BOSS for you to speak with!
SOLUTION:finally spoke with a woman her name is "usha" say it like you see it, but she was a great help yall try requesting her she might be able too help you too. my ratings are based on usha performance the other 5-6 people were horrible !!!
sophia4040 6/23/09 10:59AM
Acer is a rip off!!! i sent my Gateway several time back to be repaired and then after the last time sending it and promising me after this they will give me a brand new one THEY!!!! dropped it on purpose forcing me to buy a DELL, They Suck
Was a Gateway 6/21/09 3:41AM
I have an acer computer that is 10 months old with a crashed motherboard.I took it to Best Buy which is the authorized repair agent they fixed it but now need the restore discs for the computer I AM CATCHING HELL getting thru to acer's customer service, I will NEVER buy another acer computer again EVER and if I could sell the one I have the way it is and buy another one I would. First some numbers are not reachable from ALASKA secondly for 3 days I went thru hassle because they say I am not registered when I have an email from last year that says otherwize, AND to top it all off they want me to Pay 20 bucks for the discs, I finally decided that I would pay, now I cant get thru to them on the phone again. Sorry Equipment, Sorrier Customer Service!!!!!!!!
KeeKee 6/19/09 9:58AM
I have an Acer that is 13 mos old and we lost the motherboard not so happy $730.00 and one year old might be our last one.
I am going to file complaint w AG office if they dont help due to I live in Maine and they have to "implied warranty"
Anonymous 6/18/09 11:46AM
Acer is a joke!! They are telling me that since my computer is out of warrenty that I have to pay over 400 dollars to get a fan put into my computer that they forgot to put into it. What a company! They are trying to say that I must have taken the fan out and that my computer is messed up do to me. Isnt the old saying that that "Customer is always right". Can some one tell them that. If you can get through to them. I have also been put on hold 4 times trying to resolve this problem. What CRAP!!!!
What a Joke 6/11/09 11:30AM
if ne one is trying to get to tech support the number is 1-866-621-2237 as of june 11th 2009. and they speak english that u can understand. I asked if my Aspire 3000 had a fan and they said yes. When I took it to be fixed at Staples computer tech they told me that there was no fan in my computer and that I should look into the reason. But Acer says there is a fan. Who do you believe? I believe Staples computer tech! Acer is a joke for computers. I had to go through 4 numbers before I was helped. I was even given a number that was no longer in service from a represenitive. Was a no good place to deal with. Acer needs to get their ducks in a row cause they have horrible business skills. I would never recommend Acer to another person!!
Struggling with Tech Support 6/11/09 11:22AM
This has to be one of the least supported computers out there. My client bought a TravelMate 6493 and specifically ordered the XP upgrade option so he wouldn't get stuck with Vista. Problem is, all their documentation is for their Vista configuration and the things like the notebook security services and fingerprint reader don't work under XP. If you call for support they direct you to a pay-for-support toll-free number.
Consequently, I am advising my client to return this unit to the place from which he bought it, tell the retailer that Acer does not stand behind its products and never buy another Acer product.
CatManDEW 6/11/09 8:15AM
Direct line to Level 2 tech support
254-298-4000
Anonymous 6/11/09 5:51AM
This is crap. I called this number and was sent to 3 different people. Who were all from India. I was trying to figure out the status of my monitor I sent them. I sent it to Round Rock Texas to fix it. It was delivered last week, and this support from India kept telling me to read the number off the box that is in Texas, so I kept correcting him he constantly sad " I don't understand," so there is no way for me to contact fixmyacer in Round Rock Texas, anyone have advice?
ziggypio93 6/10/09 12:33PM
This has to be the worst company. This is my fourth computer from Acer, and I can't figure out why I just haven't taken the hints to avoid any business with this company. Bought the new Acer Aspire 8.9 notebook; crashed after 4days. Returned it to the location of purchase and was able to exchange for another. And now I cannot access any files on the hard drive. Unbelievable!!! More Acers, More Problems!
Lucky757 6/8/09 9:54PM
thsnks! acer customer help line! U take the hit for the team! keep up the good work.
vwreadyornot7 6/8/09 10:07AM
IF YOU CALL THE 866 NUMBER, THEY WILL SELL YOU SOME TECHNICAL SUPPORT. DON'T BOTHER.
I THOUGHT HP WAS BAD BUT I WLL NEVER BUY ANOTHER ACER.
G BINKLEY
Anonymous 6/5/09 7:42AM
What a horrible time! I bought the Acer Aspire One -NEW FROM STORE- for my son for Christmas. It crashed four months later so I sent it to the company. I just got it back less than a month ago and it's again having problems. There's a very annoying noise and blue screen....completely seized. I have called like 4 numbers and I keep getting transferred or given another number to call. I have been on hold forever now! Wish I would have read reviews prior to purchase. It just looks so cute in the store and economical.....BUYERS BEWARE
Anonymous 5/31/09 5:19PM
Bought an Acer Aspire 1 8'9" netbook. No one told me if the volume was up too high that it would crash the hard drive. The computer is only 1.5 months old. So beware to all with this unit! I did not think the volume was up high but it happened anyway, just wanted to warn people because they seem to know of this issue and tell no one about it!
pattij47 5/26/09 11:25AM
I bought a very expensive gateway computer and Acer bought them Ican't even get support anymore all the numbers we were given hav been disconnected. what a rip off.
Anonymous 5/17/09 10:31AM
e-mail support seems to be staffed by unqualified persons. Don't waste your time with them.
Steve 5/17/09 5:31AM
Jane I use AT&T data card and it works great with my Acer as well as my HP. Go to AT&T and they will help you set it up...they did for me.
Carredn 5/12/09 7:30PM
All I want is a recovery disk because I am still under warranty of acer laptop. I am having a hard time with my computer and customer service of acer as well. I dont know why they didnt even recognize my international warranty. I am very disappointed because Ive been calling this acer for almost a month and nobody, nobody can help me. ALL I WANT IS A RECOVERY DISK.
nicole 5/12/09 2:28PM
Wow i called this number 866 621 2237 for acer. and i just ask for a recovery disc and they were every happy to give me on. very good customer support. If u buy acer one call them right away and ask, they should give u one. They did for me.
Anonymous 5/11/09 5:44PM
the real number to get acer tech support from live american reps is 866 621 2237 they were very helpful.
Anonymous 5/11/09 9:32AM
Just received my new Acer. It doesn't work. Spent 20 minutes on the phone with support. Now, I have to ship the netbook to TX. Pretty disappointed. I would have thought this would have been caught prior to shipping.
thelton62 5/6/09 7:56AM
India "Tech Service"...don't waste your time.
Anonymous 5/6/09 7:30AM
Does anyone know which wireless aircard works on the Acer Aspire5735Z? I have tried the AT&T and it installs great but when you have to Restart my laptop will not come back up. It is a black screen and I have to restore. The guy in CS said its AT&T is not compatible. He COULD NOT tell me which air car is. Does anyone know? Does Verizone or Sprint work?
Jane 4/24/09 2:02PM
called, got through to a live rep within 3 minutes.
Explained the problem, laptop battery not charging. Just got computer 4 months ago, hardly have used it.
She said she can replace it for me, no charge and we were done.
A+ so far
Spubin 4/22/09 11:26AM
thanks to this company my computer was fixed i just wanted to say thank you soo much
adr_iel08 4/14/09 1:59PM
These computers are a piece of crap!!!!!! I bought mine in August of 2008 and now its got the blue screen of death which is crash dump I cant even get it into safe mode..I call the customer service number and well surprise surprise i gotta buy a recovery disk even thou its still under warranty...ha ha some warranty they got there they cant even stand behind thier work...I wouldnt recommend this computer to anyone out there..save your money and stress level and buy something worth it cause these acers aint worth a penny in my book!
Anonymous 4/13/09 5:43AM
We have had non-stop trouble with 8 laptops purchased by our company, and have not had any help from Acer with our trouble.
We have asked for help again and again with computers not turning on when the power button is pressed. No one has been able to help us.
The only solution is to disconnect the battery, then reconnect the battery, and press the power button again.
Anonymous 4/6/09 8:20AM
left waiting on phone for 1 hour
Anonymous 4/3/09 4:17PM
Been waiting for 17 mins now... for a stupid customer service rep to get help to fix my screen which has blacked out after a couple months after purchase... I wouldn't recommend buying a new acer simply because of the amount of time it will last. I would buy a better brand.
Anonymous 3/31/09 4:49PM
Despite scary stories on this site, actually had no trougle at all with this number. Called, got through the automated system relatively quickly and without hassle (had my serial number, though). One I got past computer did not have to wait at all for a rep. Problem was handled quickly and courteously. Was only trying to register my new monitor, though. Don't have an Acer computer. Definitely needed this site to provide number, though. Couldn't find one at all on the Acer site.
deborah 3/30/09 10:59AM
I think Acer's customer support is the worst thing ever! First I am not fond of their automated system. When I did get to the live person I asked to get the recovery disk and he wanted to charge me for it. So bad. So I didn't buy it and I did the system restore with their help. Had to call again 'cause it didn't work. So I called and they game me the address to ship it, but I HAD TO PAY THE SHIPPING. Acer should PAY THE SHIPPING. They did "repair" it for free, but again I paid thirty dollars of shipping. NOW a month later my computer is not working properly, again. I'm gonna have to call again and tell them it needs to be sent out. Hopefully they'll send me a pre-paid box to send it in but I don't know if they will. So recap: Ok automated machine, the representative was nice and courteous,the customer has to pay for recovery disks, if the computer is under warranty they will repair for free but the customer has to pay the shipping for the first time sending t out, i don't know about the second time.
Anonymous 3/30/09 8:06AM
the web site states a number to call for a real person.
this is a bunch of crap.
I was planning to purchase an acer system but this has convinced me not to.
Anonymous 3/20/09 8:39AM
Is there any other way to find out what the product SN id is other than reading it on the label? I am unable to read the label.
Anonymous 3/4/09 11:47AM
Acer support was free and unlimited until Acer was purchased by Gateway at which time support became virtually non-existent. After several calls to Acer and Gateway, I learned that not only was I no longer registered, but my serial number no longer on file and I was not able to purchase a recover disk. They seem to be available on line, we'll see.
gcmiller4 3/2/09 3:50PM
We had purchased an ACER LAPTOP, 3 months later the screen went black, just died. Then took it in for repairs and now it did the same thing. This is not normal. Customer support for ACER is bad, you can not get a hold of anyone. I wouldn't reccomend buying another acer.
jzy6 3/2/09 8:50AM
Don't buy an acer! My husband (whose italian) had a good history with acers here in italy where we live. However, in Dec 2007, we were visiting my parents in the States and bought an acer....well, just a little over one year later, you can't even boot up the stupid thing...,,supposedly we have a worldwide warrenty and well....it's of no use. Save your blood pressure and spend a couple of bucks and buy a toshiba!
california girl 2/16/09 7:28AM
It is completely automated - with every attempt made to get rid of you.
If you say Sales - they tell u to go online.
if you say TECH support - you must say WHY - example
"I cant connect to the internet"
-THEN they want the serial number (mines worn off - and it wont boot to see it in bios) - so I cant give them the serial -- then they kick me off the phone and say 'Please call 1 - 900 ... for paid support or visit us online'
My acer aspire 5100 had less than 50 hours of use when the first MOBO failed - less than 10 hours of use when the second failed - what a piece of junk!
Anonymous 2/10/09 12:56PM
Excellent service got to speak to a live person within 3 minutes, though prior to that had to battle the automated lady that spoke way too slow. Bottom line, called about servicing my laptop, and got the required information fast and painless.
Anonymous 2/6/09 8:09PM
AspireOne
I called their Customer Support number at 800-816-2237 and was satisfied. The bad news is the wait on a Saturday morning at 10am was interminable but the good news is the American support person was personable and competent. All I wanted was the recovery CD for my brand new Acer AspireOne so I had to make up a BSOD problem so they'd send it, but, they said it would arrive in 3 days free of charge. They kept trying to make me do the system recovery partition but I acted like a klutz and the guy gave up as I wanted him to. I just wanted the OS that I paid for when I bought the computer. Now I'll have it.
Donna4 1/31/09 12:06PM
Almost impossible to reach support without a s/n
Sorry =/
thinkkesho 1/27/09 10:58AM
I bought an aspire laptop in November of 08. It lasted 6 weeks and would only boot to the blue screen. I am fairly computer literate but the only thing that paperweight would to is turn off, or stay blue.. could not get to safe mode or to the restore section.
Support took forever to answer. They did offer to send recovery disks but it has been 2 weeks and they are not here. No response to e mails to their support 'people". Never again.
burned 1/21/09 11:21AM
i got an acer aspire not even a year ago. june 2008. and i kept having the same problem, that when it booted up it would freeze on the windows loading screen...they wouldnt help me said it was a software problem and i was more than 90 days out of the software warranty so w/e i got it working, NOW its stuck in reboot and WILL not go anyfurther. it goes to the screen that sayys something about boot to recovery or some s**t, or start windows normally, if i hit recovery its stuck in reboot, if i hti start normally it freezes on the loading screen. if i hit f8 to boot with safemode, then it freezes on the windows loading files screen. ANNDDD their hours of operation says 8-5p on saturdays. its f***g 12!!!! and its saying their closed?!!
Anonymous 1/10/09 11:37AM
I just had a great experience with Acer customer support...The CSR rep was helpful and resolved our problem..
Anonymous 1/8/09 10:31AM
I purchased my acer laptop 9 months ago and now for some reason the screen keeps on going black. I am trying to figure out what that is all about. I purchased a freaking extended warranty on this thing and it is a piece of crap. Now when I call the customer service number I am on hold for ever and it is crazy.
countessgray 1/5/09 8:02PM
The worst customer service I've ever experienced in over 500 phone calls to more than 35 companies in over 10 years.
I spoke with all of the following people (identified by badge numbers and names in two cases) over the course of 120 minutes trying to get a simple question answered.
I spent $1,000 on two computers (an Aspire One and a desktop computer) over two days and needed to find a recovery CD-ROM or DVD-ROM (not included in the package for the Aspire One) and after trying to get someone to help me with that for about two hours and failing because of constant interruptions and infinite loops in the interactive voice response system and the human handling of my multiple calls, I'm returning both products because I refuse to support a company with such abysmal customer support service.
Humans I spoke with before deciding to return $1,000 worth of equipment for my money back (their badge numbers and in two cases, also their names):
GWEM1931
GWTA321
TA116 (Johnny; a supervisor for the Aspire One department who interrupted me constantly and ultimately hung up the phone on me)
GWGA274 (Kathy; a first level agent who interrupted me constantly)
Kevin 12/30/08 2:35PM
The absolute worst. The wait time is ridiculous
Anonymous 12/8/08 10:52AM
I bought an Acer Aspire One (AAO) this fall and within weeks the screen blacked out upon booting. Rather than replacing my AAO , Acer referred me to a technical repair depot. After 6 weeks still no word - then two weeks ago after calling Acer they said they would send me a new one on back order. Still no sight of it. Today when i called they said they have no idea when the back order will be filled. Just wonderful customer support - not! Wish i had bought a MacBook now.
Remi Een 11/11/08 12:28PM
I must've gotten a decent person then. Not only were they American, but they knew what they were talking about, and took the time to answer all of my questions. I could tell the guy was rushed though, so I didn't keep him.
My only hang-up was that I waited on hold, unlike what was said earlier about getting a live person right off. But I was only on hold for a couple of minutes, and it is Sunday today, so I understand how that could happen.
So far I genuinely like these folks.
And thank you to you folks for this site!
Anonymous 11/2/08 8:59AM
Acer has the worst customer support.
This website: Click here
does not even give you a contact phone number.
I called Acer Support after finding the number here and they said my product is not supported on the weekend.(!) The said they were level one support and level two support does not work on the weekend. The "supervisor" hung up on me when I asked him for his name. Really, he did. When I called back another support agent said he had a time limit for customers. When I told him the web cam driver THEY PROVIDE does not install because it says it is waiting for a USB camera to be plugged in he told me to do a full system install. Yes, replace my whole system because ONE DRIVER DOES NOT WORK!
I went to the support site for drivers and there is no listing for the Aspire One in the menu: Click here
I do a search for the acer customer support and I find a DIFFERENT Acer Web Site! Click here
Which actually has the Aspire One listed on it. I click on Driver Download and it brings to to a page that does not have the Aspire One on it! In-freaking-credible.
And on top of that they want to charge me $29 (or $35, I was quoted two different prices) for the recovery CD!
You have been warned, if you buy this product you are largely on your own.
Kartikay 10/18/08 10:55AM
Useless and arrogant technician--he told me that a problem with booting up was caused by someone (other than me) changing my HD password, which is impossible. My solution--to have an Acer technician re-set the password--cost $100. I'm buying a new computer--not Acer.
