Acer laptop support
By Jenny • Aug 13th, 2010 • Category: Mobile Computer News
- Photo: Acer
When purchasing a computer, many people focus on specs and capabilities, but rarely take a step back to question the kind of support they will receive if things fall apart. If Acer laptop support threads on the web are anything to go by, you should really factor this in.
The online factor
Acer has long struggled to have an effective online support hub. Navigation was extremely confusing and a system for having the most common problems bubble to the top was non-existent. Since the page redesign, the online support hub is far more effective, with the ability to filter answers down to the exact laptop (or any other Acer product) you may be having a problem with. It’s very intuitive.
What about the call centre?
The problem, however, according to thread upon thread of online complaints, is when you have to deal with a real person on the other end of the phone. Going through an old PCReview user forum thread dating back to 2004, it’s immediately evident that Acer support staff aren’t about to get cakes for their birthdays. Complaints ranging from being expected to pay for repairs during warranty periods to not having calls returned at all. It’s all very unpleasant stuff.
Then, About.com’s Acer support review page has zinger after zinger, with a sample of the user post headlines reading ‘worst in the world!!!’ to ‘they don’t care’ to ‘Acer support is nonexistent’. Very little of it is positive.
Going from horrible to better

- Photo: cesarastudillo / Flickr
To their credit, the Acer laptop support team – and the whole support structure, for that matter – is occasionally reworked, suggesting they too are hip to the many problems the system has.
Distorted information
Oh, and one more thing worth considering, by the way, is that people rarely kick up a huff about getting great support. So, what you would often find is that all those complaints online could be coming from a small yet very upset minority, relative to a very satisfied majority. Even then, though, considering Acer laptops are really good, it is somewhat disappointing that the support that comes with the product’s sales is this bad, anecdotally, at least.
Have you had any Acer laptop support issues, and if so what were they?
Tags for this article: acer laptop, acer



