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Unsaleable Acer Data Projector saga
Posted on Thursday, July 12th, 2007 at 8:21pm CDT by 9962ae90
Company: Unsaleable Acer Data Projector saga
Acer Australia and their wonderfully effective repair company
Unit 7 & 8
145 Arthur st
NSW 2140 Australia
Why not stop by and say Hi from me !
Grab a cuppa and read all about my long painful saga detailing my worst
experience of customer "service" I have experienced in 17 years of being
a consumer :
19/4/2005 Acer PD113P Data projector Unit purchased from Officeworks
Fyshwick for $999.00 on 19/4/2005
12/5/2005 Unit failure #1 (powers up briefly then back to standby
mode). Returned to Officeworks. Unit exchanged. Bulb exchanged.
4/4/2007 unit failure #2 (same problem). Returned to Officeworks.
Officeworks staff advised to take to Acer repair centre. Unit taken
directly to TechFlex, Fyshwick who sent the unit to Acer's repair centre
- Highpoint in Sydney.
16/4/2007 Contacted by Highpoint Sydney. Fax received advising bulb was
blown out of warranty and requires replacement. I approved and paid for
a new bulb for $231.34.
16/5/2007 After many phone calls to Highpoint and Acer Sydney and two
visits to Acer Deakin the unit was returned to Highpoint Deakin for me
to pick up. No phone calls received to advise of the whereabouts of my
projector or that it had arrived. Repaired unit picked up from highpoint
18/5/2007 Unit failure #3 with same problem. Returned to Highpoint
Deakin. Sent to Highpoint Sydney. No contact from any highpoint or Acer
store. Several calls to Acer support FINALLY got someone who knew what
they were doing and sent it repaired overnight to me at Canberra.
1/6/2007 Repaired unit Received.
6/6/2007 Unit failure #4 (same problem).
7/6/2007 Sent email with ridiculous amount of problems to acer customer
9/6/2007 Email received from Dean Radonjic (Highpoint Customer
"Service") offering me to send my projector back for a fourth time to
have the same thing addressed (or not)..again. he reminded me of the
warranty terms of my projector and also advised Acer were not interested
in honouring their warranty to sell me a projector of merchantable
quality and I should pursue the issue with the ACCC (Australian Consumer
Complaints Commission) or send the unit back for them to have another
12/6/2007 I agreed to have the unit picked up to go back for another
14/6/2007 unit is picked up from my work address.
25/06/07 After no contact from Acer or highpoint 11 days after it was
sent an email is sent to Acer Customer "service" asking for an update.
Email received from Acer customer support saying the bulb is dead after
only 36 hours use and they require authorisation for a repair cost of
$231.34. I replied advising I had already paid for one bulb which died
again shortly after and was not paying a cent more and to return he unit
as is. ACCC Complaint lodged online.
29/06/07 Email received from Patricia at ACCC Infocentre. No
liason with Acer since last email and projector is still in their
10/07/07 email sent to highpoint asking where my projector is.
Email sent to ACCC asking if there is anything
else they can do.
Email received from Patricia - ACCC Infocentre
advising to contact ACT Fair Trading
11/07/07 email from Dean Radonjic - Highpoint advising it was
sent via Couriers Please. Couriers Please online tracking for the parcel
shows it was picked up from the Canberra Depot on the 26 Jun by Truc
Linh & Anne Dam. Called couriers please and waited 20 mins to speak to
an operator who advised it was a missed delivery. Driver will retry
delivery tomorrow (12/7).
email sent to ACT Fair Trading regarding the
12/7/07 Call from Highpoint Sydney saying my projector had
been returned to them by the courier. I advised the courier had never
rang, left voicemail or a calling card of any sort. Highpoint will send
it again to me. This contradicts what the operator at Courier's Please
advised yesterday that the driver had visited and would try again today.
13/7/07 Projector received via courier. LED Blue status light
no longer even flashes when plugged in. Probably the simpliest most non
confusing example of a problem which is not SIMPLY A BLOWN BULB.
Total time with a non working projector = 93 days as @ 13/7/07...and
I'm shopping for a new projector now...needless to say it definitely
won't be an Acer !!