Just finished a 2.5 page email to the vice president of Acer in San Jose, Ca. Over one of their employees, Loraine Ransom; beginning with a 3 hour fiasco over the phone just to get directions which after I gave them a fake name it took me 2 minutes. The corporate customer care agent Loraine was extremely unprofessional, refused to acknowledge my upstanding warranty and wanted me to pay $200 for a part that my computer did not need. She repeatedly spoken down to me and my husband, hung up on me several times and flat out refused service. Upon picking up my computer, the receptionist, Sylvia, went over and beyond the call of duty to make sure my device was properly taken care of.By going directly to her supervisor she overrode everything Loraine Ransom said and repaired my device 100% at no charge via the active warranty. After leaving with my repaired computer, I informed Loraine Ransom about the issues that were resolved; she proceeded to get very angry, yelled at me over the phone and said she did not care one way or another, what they did for me. I told her she will be hearing from me again & I will be contacting the highest of authority to make sure her fake professional reputation shined her true colors. This situation could have easily been avoided by 1. Giving the customer directions to drop off the device; 2. Retaining the professional integrity through all transactions; 3. Remembering that you would not have a way to pay for your livelihood if it had not been for customers who required service through Acer. Loraine Ransom: I am certain that after some training in business customer care, evaluating your own ethical values and retain direction in communication between human beings, that you will one day (hopefully) become someone who cares and not an ill-mannered hothead who can%u2019t control her personal opinions and remember that the customer is always right.
I just gathered information enough to see that Acer in Temple has a grand total of 921 complaints through the Better Business Bureau. That is simply atrocious. I clearly wasted my time on the previous email. Consider complaint #922 submitted as of 4:47 P.M. Cst 4/29. How truly unprofessional you all are, is astonishing!
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