F-20
Well, having read this thread i felt obliged to register and explain my current situation.
On May 18th i purchased an Acer F-20 LCD screen from Oyyy.co.uk, a company who is incompetent of any level of customer service. The screen arrived with both seals broken, the stand was chipped, and the tuner itself faulty.
Having phoned Oyyy on several occasions over the immediate 3 days that followed, i was told that they would not offer me a replacement or refund, and that it was strictly acers policy to deal with this. I got in contact with consumer direct to advise me on my legal rights, and would advise anyone with such issues to get in touch with them. They are fantastic!
I was eventually persuaded to send the screen to Acer for 'repair' regardless, as my screen was a classified DOA (dead on arrival). It is apparently policy to replace all DOA's if they are unfixable within 5 days, and thus this process would be quicker than going through Oyyy (and save me the hassle of having to speak to them again).
I must say that Acer were extremely quick to arrange the collection of my unit, and emailed me promptly to tell me it had arrived for repair. I rung Acer repeatedly in the next week consistently checking the unit's progress.
The first time i rung, i was told the unit needed a 'module' replacing, and was currently on order. The second time i was told the 'module' was in their warehouse, and that the unit would be fixed that afternoon. The third time i called i was told it was simply 'under repair'. 8 days after receiving my unit, i was told that i had been transferred to the replacement list, and today i was phoned by one of their managers explaining that they did not have a replacement to send me. Instead, Acer have offered to refund the payment instead of Oyyy.
I must say that had i have seen this forum previously, i would have certainly had second thoughts about ordering acer products. In respect though, i must also praise Acer for their support with dealing with my screen. The screen has only been with Acer for less than 2 weeks, and a manager has already phoned me offering to refund my payment. For that, i am extremely gratefull, but cannot express my utter disappointment with Oyyy.co.uk.
I am just hoping that my Acer Ferrari 4005 WMLi laptop doesn't fail me now. I am dreading the phone bill which is yet to arrive. Costing 50p a minute, and the average call length being atleast 15 minutes, Acer's phone support doesn't really seem an option. The email response took 3 days. Potential customers, be prepared for a long agonising wait, or a hefty phone bill at the end.
In regards to calling Acer, i would advise everyone to call them using Skype. (
www.skype.com). I purchased skype out credit for £10, and it has suited me fine. All that is needed is a microphone and a set of headphones. Calling from skype, you may called Acers support line for £0.14p a minute, compared to the £0.50p from a landline. As an additional bonus, you can have the satisfaction of telling whichever 'acer support assistant' you reach that you will be recording the call for 'security and training purposes'.
As a final query, has anyone been offered a refund direct from Acer before? If so, how long does this process take?
Regards,
James
I thought tmoram meant their 1st posting ever!
