We have five or six Acer laptops in use within the company and one of these units needs repair work. It’s seventeen months old and out of warranty – we’re happy to pay for the necessary work. The Acer service people told us today that it will take at least five days before the laptop is fixed. They told us that if it was under warranty the repair time would be 24 hours. We understand commercial demands, we offered to pay more to get on their 24 hours turnaround line. No way they say. No amount of escalation was going to shift the five day minimum it seemed.
As a long term customer Acer is treating us as second class citizens.
Acer makes a lot of noise about their 24 hour turnaround on warranty work. It is a reasonable assumption that this is the turnaround they offer after the warranty expires – especially since you are paying for the work. Not so.
Unless Acer changes its tune on this we will not be arming our field force with Acer laptops in the future.