First time Acer buyer.....and last time Acer buyer

Posted Tue September 28, 2010 7:56 pm, by Austin Y. written to Acer America Corporation (CPUs Only)

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I purchased a brand new Acer Aspire 5542-1462 back in May, from day 1 I had problems with the computer not powering on correctly, going extremely slow and the hdmi input not working correctly all of the time. I was willing to give the computer the benefit of the doubt and so I was patient with it.
Well over time the problem with the computer not powering on correctly (and the speed of the computer) only got worse. I called in to your technical support several times and found them very difficult to talk to since they didn't speak english that well, and they couldn't help me over the phone which is ok cause i understand it can be difficult to diagnose a computer problem over the phone.
So they set up a warranty repair for me to send in my computer and they'd work on it to try to fix the problem. So I had to save everything on my computer cause they told me it'd all get erased when they did whatever they needed to do to it.
Well I paid for it to be sent in, I waited about 2 weeks and got the computer back....oddly nothing had been erased from my computer, the paper that accompanied the computer in the box it was returned with said all they had to do was change the bios on the computer.
After 2 of the first 3 times after getting the computer back I was having the same problem.... the computer won't power on properly! I called and spoke to technical support again (and again I had to start from scratch explaining the issue) and they told me when the computer was sent in they didn't actually do anything to the computer because they couldn't duplicate the problem. (which is odd cause this problem happened over half the time I'd power it on at home and they couldn't get it once???)
Later on in the phone call the support person I was speaking with told me they actually didn't have a clue why the computer was sent in because she said the notes were incomplete... I think it'd be tough to duplicate the problem when the lady I was speaking to tells me they had no idea what the problem was of why the computer was sent in. So I spent $11 to ship my computer, went 2 weeks without a computer and now will most likely have to send it back in and go another 2 weeks with no computer!

I just feel that if you're going to offer a 1 year warranty with your computer...honor it! If you're going to have a customer explain 4 times on the phone what the problem is with the computer....write it down!
If your support set up a warranty repair....have a clue why you just told the customer to spend money and go without a computer!
I'm honestly just shocked, I've always heard such great things about Acer computers and their quality, and I understand sometimes there's just a bad one in the bunch, but when your warranty department can't fix the problem...switch out the computer or at least give me options. I'm very disappointed that now I'm stuck with a computer that doesn't do the basic things a laptop should do or was advertised as having certain speeds that it can't possibly live up to. I know I'm just one customer and probably doesn't make a big difference to your company but if anybody asks me how I like my Acer computer, your company has given me no reason to come up with anything nice to say.
Thank you