I purchased a new Acer Laptop model 5517 about two weeks ago. The laptop was great as far as function however on about day 10 of owning it the laptop for some reason would not turn on. I took it to Staples to have a computer Technician diagnose it. After doing so, they advised me to contact Acer and send it back for repairs as it is under warranty.
I contacted Acer, and as I'm sure everyone has had to deal with Indian Call Centers for Customer support - I wont gripe to much about that. The majority of Americans do not like it I would say. At any rate, I was given a "Fedex return number" in which to send the laptop back to their repair center in Temple, TX.
I took the laptop to the nearest Fedex Drop Center and they informed me that they do not accept this "Return code" system that many companies are starting to use for all product returns and that I would either have to pay for shipping myself or contact Acer to arrange another way for them to cover shipping costs. As the closest Fedex drop off that would except the return code is about 40 miles from my house.
I called Acer again and spoke to a person in "Level 2 customer support". He confirmed that the nearest fedex facility was in Winchester, VA (40 miles from me) advised me that I would HAVE to pay for shipping myself or drop the computer off in Winchester. I requested that they send me a prepaid shipping label to pay for shipping, I was told that Acer will not do this, nor will they reimburse me in any way for shipping costs.
So to summarize, Acer inconviences me by selling me a 700 dollar laptop that breaks for no apparent reason within 2 weeks of ownership and expect me to pay for shipping to have it fixed? I would like to think that if I were to run a business that I in the interest of keeping customers satisfied would bend over backwards to accommodate a customer who bought a defective product from me.
I consider it an outrage having to pay 30 dollars for shipping back a defective product on top of waiting for it to be repaired. I worked for a Machintosh shipping warehouse in the past. Their return policy is by far more customer-oriented. They not only send you a prepaid shipping label for overnight shipping, they even overnight ship you packaging for the return.
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