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Acer Notebook / Warranty/ insect in LCD screen/ No service policy
Posted on Wednesday, September 13th, 2006 at 12:19pm CDT by 0f574162
I am located in Haasrode Belgium.
Thank you for existing. Let me know if you publish my complaint to the
world and to Acer.
I have lost my patience and respect for the company.
This is a complaint I sent to Acer for which I got a negative response
and giving the impression that it is normal that / dust or insects can
enter the into the inside of the LCD screen (covering multiple pixels)
and that this is not covered by the warranty.
*Complaint after No Service Event:*
I am dismayed by the very bad after sales services you have offered
again in less than a year, this time to another family member, my sister.
In a few months after the purchase of her laptop, she detected to her
astonishment a moving black creature in the LCD screen of her
LXT7606040. It turned out to be an insect which passed away a few days
later due to undernourishment. She reported this to you sometime in the
middle of July. She had agreed with someone from your support phone
lines to have the unit picked up and serviced after she finishes writing
and has printed her thesis. I assured her that acer would stick to their
promise and repair the unit in time. Instead of 5 working days, the unit
returned after 2 WEEKS (maybe not surprisingly at second thought!). But,
the height of this is that the unit came back with the creature still in
the screen, and a note with the comment saying: "No hardware problem
found. We inform that here is no waranty on LCD dust/pixels problems."
For two good weeks, nothing was done. This comes as a slap in the face;
and a big insult to my sister and I. You (Acer) are not only wasting our
money and time but your resources as well by letting incompetent people
at your service ends make such silly observations and even making their
more silly remarks official with your logo/letterhead. Is there no
quality control on your processes? I want to know if your head office
will be interested on having a scan of this message and a picture of the
defect published side by side in some of the major laptop review
articles around. Do you have to push all your customers to complain at
this level before you get something finally properly done? Or is acer
just trying to know the limit of their customers' patience? The more I
think about it the more I believe this is your only real objective. I
start to think Acer is just one of those companies that evade tax by
It is totally unacceptable that your screen contains an opening wide
enough to allow a creature to crawl up to half way into the middle of it
and finally pass away inside of it. Can you imagine how nice it is to be
working every day with a dead insect in your screen? Had the creature
only survived and escaped, then this might have been less of a problem.
However I insist and remain confident that this is a pure manufacturing
fault and there is no way you or any one with a little common sense
could try to convince us that such problems are not covered by the
standard warranty. Such a screen should be well sealed of and may not
allow dust particles, how much more living insects to make a way into it.
I therefore demand you to send a replacement for the unit within the
week and under full warranty and take back the defective unit and as
well request you to compensate us with a full warranty on the
replacement to cover the lost time and nuisance caused again by Acer
staff since just before the problem was first reported to you in the
middle of July this year.
I demand that you do contact my sister on the phone number she provided
you to arrange a replacement of the unit.
I shall not accept less.
Thank you for your co-operation.
Acers Response (translated from dutch):*
Subject: Re: Complaint Customer ID C423798G, Ticket ID 1170384G,
As agreed over the phone this morning, I am reacting to your e-mail. It
is indeed true that the notebook came in for servicing under RMA nummer
1170384G with regards to a an insect in the screen. The agreement was
that we would check if there is a problem with the LCD screen. After
diagnoses, it turns out that there is indeed an insect inside the screen.
The fact that an insect or dust enters into a screen, is something that
cannot be prevented. Unfortunately, I have to tell you that this
notebook cannot be repaired or replaced in warranty.
If you have any other questions please let me know.
Acer Support Benelux
Acer Computer BV
NL-5232 BC 's-Hertogenbosch
After the negative response from Acer, I called for the president of
Acer EMEA at head office in Taiwan and got transfered to chinees
speaking people, due to time difference they advised to send e-mail.
This is the complaint I sent for which I have got no response to date:
*Complaint on "No Service policy" received from Acer NL / BE Customer ID
C423798G, Ticket ID 1170384G,*
For Attention of Gianfranco Lanci,
Acer EMEA President.
CC: Cindy Lin (Customer Service Manager)
Dear Mr. Lanci,
Accept my appologies for having to complain on this level. I believe you
have so many other business to do than to address complaints of your
individual customers. Unfortunately, the people you have delegated to
guarantee customer satisfaction on the european level are not doing
their job, starting from your repair and service infrastructure to the
support analysts we get on the phone. This is not the first time I am
confronted with such a bad experience due to the use of your products.
On the purchase of my second Acer notebook, I had an issue with the
mainboard and touchpad which cost over three months and alot of
complaining before your representatives in Europe finally agreed to
provide a solution. Though it took unacceptably long time, the problem
was finally resolved by replacing the unit with another one without the
known manufacturing fault. Like this my trust in your product was fully
restored, and I have no problems so far with the replacement.
The problem now is that my Sister happens to have an acer notebook as
well serial number serienummer LXT760604052224058ED00 which we have sent
to your repair center for servicing. An insect has crawled into the
screen and remains in the middle of the screen leaving a dirty black
mark in the middle/ inside part of the screen which is very frustrating
as this laptop is mainly used for word processing/ editting text. This
was reported for the first time in July this year, just about 9 months
after the purchase date.
The laptop was returned to us after two weeks and without prio
contacting us. There was a note from your servicer included with the
comment: "clean and, No hardware problem found. We inform that here is
no warranty on LCD dust/pixels problems". This came despite the fact
that multiple pixels in the middle area of the screen are covered by an
insect and could not possibly have been overlooked by anyone who
diagnosed the unit.
We are completely shocked to see that nothing was done after two weeks.
My sister immediately called Acer in Belgium, and could not be helped,
the people that she had on the phone were not even giving the impression
of listening to her. She then phoned the office in the Netherlands and
there, they insisted that they follow the results from the diagnoses and
so there is no problem. I then myself wrote the e-mail below to Mr.
Maichel van den Bersselaar who was very helpful the last time I had a
problem, but this time, he responded that Acer does not cover this
defect in warranty and that ways exist to prevent insects from entering
the screen. The whole time he is referring to the diagnoses which in our
view is completely wrong.
May I request you to delegate a revision of this diagnoses and authorize
an in warranty repair or preferably replacement of the unit which was
still in warranty before it was sent to you and before the problem was
reported for the first time. This is a manufacturing fault, and your
screen should not be designed in such a way that insects can crawl into
it. An LCD screen is supposed to be air tight and not allow particles,
how much more insects to enter.
I wait for your response.