Joelle expected Acer to repair her chronically overheating laptop, not coat the inside of its screen with “a sort of brown dripping.” Acer insists that their shipping company caused the internal screen damage, and won’t repair the laptop unless Joelle pays up.

Joelle cc’d us on her Executive Email Carpet Bomb:

Dear Acer,

I have been a long time user and proponent of your products. My friends and family look to me when facing purchasing decisions, and for the most part I have been recommending Acer to them. Recently, I have had some trouble with my laptop, and I am afraid that I will no longer be able to recommend Acer.

I’ve had my Acer 8204 laptop for a while now, and it has been in for repair more than once. Either due to poor design or poor workmanship, the fan apparently becomes easily fouled and the laptop overheats. However maddening this may be, it is not the reason for this email.

I recently sent my laptop to you for repair, as in addition to again overheating, the sound and bluetooth components had failed. As much as I was not looking forward to being without a computer for two weeks, the overheating had become chronic and the situation was becoming increasingly untenable. I sent my laptop in for repair, and waited.

When I received my laptop back from repair, I turned it on to discover that (yes, indeed) the sound and bluetooth had been fixed. However, the screen was incredibly dirty, a sort of brown dripping appeared to be all over it. I went to wipe the screen and realized that this dirt was on the inside. I assure you that when I sent the notebook in for repair the screen may have been dusty, but not internally coated in grime.

When I contacted your support about this problem, they told me two things. First, I could expect to wait another two to three weeks without a laptop. Second, the screen is not covered under my warranty and that I would have to pay for a replacement. Also, the damage to the screen must have been caused by the shipping company, as rough handling can obviously cause this kind of damage. As I am writing this, the WI-FI has now failed on the laptop.

I believe that it is wholly unacceptable for me to be without a computer for upwards of a month. In addition, by attempting to shift blame from your repair technicians to me or the shipping company, it makes me think that you are not very much interested in customer satisfaction and more interested in the bottom line. I am very much disappointed that your company will not accept responsibility for the products and services that you offer.

A satisfactory resolution for me would be an expedited repair or replacement for my now perennially broken laptop and my warranty extended by the time that my laptop was missing.

I look forward to your reply with a resolution to my problem.

Sincerely,

Joelle

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