Dear Sir or Madam,** **I am writing to set out my complaint in the way my computer repa...

GetHuman4879992's customer service issue with Acer from May 2020

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The issue in GetHuman4879992's own words
Dear Sir or Madam,** **I am writing to set out my complaint in the way my computer repair has been dealt with. **I work from home and rely on my computer to do my job. On **th April ****, my Acer computer would not turn on. I called Acer and they duly sent me a shipping label and instructions as to how to send the computer to the lab at Infoteam International Services in Telford.**I packed the unit as directed by Acer, took pictures of the packing etc and the package was picked up by UPS. Over the next few days, Acer kept in contact, letting me know about waiting for parts etc. They said the computer would be back with me within ** days (likely to be **th April).**Aware that COVID** might affect timings, I waited until **thMay to call. At that time I was informed they were ‘still waiting for parts’. My computer had been with them for * weeks at this point. I was told that they would escalate the process since I work from home and was desperate to get my computer back.**On the **th of May I got an email from Acer to say that the unit had been repaired, was being shipped that day (Thursday) and that I would be receiving it in * working days. I duly tracked the package via UPS and it showed the package left Telford and had been scanned into their Stoke facility at **:** hours on *******. It was scanned back out of Stoke at **:** hours and into Tamworth at **:** hours - all on *******. The next tracking detail via UPS was on ******* saying that the package had been returned to Telford saying "Merchandise missing. UPS will notify the sender with additional details. Merchandise missing, balance being returned. UPS will notify the sender with details of the damage." It arrived back at Telford at *:** amon ********.**The detail of these dates and times is important. My computer was repaired and shipped out on the **th of May and was not returned to Acer in Telford for a full * days. During this time not only was I without my computer, I was left totally in the dark. No-one from either UPS or Acer contacted me to say what had happened, what the damage was, could it be repaired and, if it could, how much longer this second repair might take. No word – nothing. This is appalling customer service. I rely on this machine for my work.**I have contacted Acer and UPS on numerous occasions. Up to twice a day for ACER in most cases and have had to ‘hold’ for literally hours. **Since then, still no-one from either UPS or Acer has had the courtesy to call me back or email me – not once. It has been left to me to try to follow this through. **It is now the **th May – some ** days since the original fault. I work from home and rely on this computer not only for my work but, in these stressful times, to keep in touch with other family members. Whilst the original fault may have been simply a technical problem, the further reckless damage caused by UPS requiring a second repair and total lack of customer service from both companies since has caused me considerable stress and ongoing anxiety, not to mention loss of earnings.**At this moment in time, not only do I not know what happened to my computer, I still have no idea when it might be back with me. **Given that neither UPS or Acer have contacted me, I have no choice but to take legal advice as to my Consumer Rights. I will also be making a complaint to the Consumer Ombudsman and Which? **I do not want a computer that has now been repaired twice. I insist on having a new computer, the same or equivalent model number as before. I also insist that all the information stored on the board of my original computer is returned to me in a format that I can then transfer to the new one. **I look forward to hearing from you.**Nadia Potterton (nee Cook)

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Customer service issue
Reported by GetHuman4879992
May 28th, 2020 - a year ago
Not resolved
Seen by 22 customers so far
Similar issue to 253 others
0 customers following this


GetHuman4879992 started working on this issue
May 28th, 2020 9:42am
GetHuman4879992 indicated the issue is not fixed yet.
May 28th, 2020 9:43am
GetHuman4879992 indicated the issue is not fixed yet.
May 28th, 2020 9:43am
GetHuman4879992 indicated the issue is not fixed yet.
May 28th, 2020 5:21pm
GetHuman4879992 indicated the issue is not fixed yet.
May 29th, 2020 6:44am