Don't buy an Acer , Highpoint are incompetent!
Highpoint Australia, Acer's service division is, completely and inherently incompetent. This isn't a light allegation, it's an allegation of complete incompetence, fundamentally from the ground up. They are the complete personification of an organisation that the left hand doesn't know what the right hand is doing.
The Acer T310 computers are dying, the motherboard is going, everywhere. The solution to this problem is to get another T310 motherboard, from Highpoint Australia. At least that used to be the solution, now you have to send the motherboard back to Highpoint Australia for a board-level repair, which we have done.
To our dismay Highpoint Australia:
- Lost the part several times
- Lied
- Claimed to have never received the part
- Failed to do as they promised
- Have possibly the worst phone jungle in Australia
- Have no apparent system for logging calls (if they do the staff don't use it).
- Hung up on us several times
- Took months (and would have never got the job done at all, if we didn't get nasty)
- In the end sent us back the faulty part and charged us for repairing it
Each time you deal with Highpoint you have to explain the full story, because it never gets logged, even if you ask them too!
Currently we are waiting for a promised refund that will never come. We won't chase it, because the phone maze at Highpoint virtually guarantees we will never get through. When we do get through the person we deal with will have to take our word for it because no-record will exist. Yes we did get a Return Authorisation before sending the board back.
If you plan on dealing with Highpoint Australia, call me (Ken Wood) first on (03)5033 2360 and I will be too happy to talk you out of it. My plan is to elaborate on this article later, for now you have been warned.
Recently received e-mail from Gavin (not a regular customer).
Guys,
On reading your website, I am not alone in being frustrated and unhappy regarding ACER’s service. I recently bought an ACER travelmate 7720 and within 4 days it had to be sent to Sydney (two week turnaround) for a new motherboard. I sent it off in it’s original packaging. It comes back in a box too small for a 17” laptop with edges bulging and with paper rubbish above and below it for packing… no news on the original box and packaging it went in (including the extended warranty certificate I stuck to the side of the box so as not to lose it). Thus far enquiries with Highpoint and the ACER State Manager have resulted in one email reply of “I’ll look into it”.
Outcomes:
1) I will not buy another ACER.
2) I will happily ensure all friends , business colleagues, family also do not consider an ACER.
3) I’ll check your website for advice on dud hardware service back-up prior to my next purchase.
Thanks for adding your experience of Highpoint on your site, I understand your experience.
Gavin