[janiesue1000]

Last week we bought an Acer Netbook for my son (serial number and model attached ). He left for Barcelona, Spain on Monday and it is not working now. We went on the Acer web site and got the service address in Barcelona -- he took a two and hour trip to get there only to find that the location had changed a few years ago, according to someone in the area. I have emailed, called and chatted with Acer trying to confirm the location and hours of the other address that is listed. They can't seem to confirm their correct service location. I dont want to send him on a trip again without being sure that it can be serviced there. They actually sent me a link with the wrong address again. This has been extremely frustrating ... see text of chat below ... He needs to have a working computer, but I need to get for him the accurate address.

Hi, my name is A Sreekumar. How may I help you?
A Sreekumar: Hi Janet.
A Sreekumar: Are we connected?
Janet Fliegelman: My son has a brand new Acer and is travelling and it doesnt work. My husband found this link on your web site
A Sreekumar: I understand your concern.
Janet Fliegelman: http://www.global.ac...tw_location.htm for international repairs
A Sreekumar: Do not worry, I will do my best to help you.
A Sreekumar: Could you please help me with your computer serial number?
Janet Fliegelman: and the address was WRONG. The location moved several years ago
Janet Fliegelman: Barcelona - Spain
Acer Care Center
C/ Samonta, 21. planta
08970 Sant Joan Despi
Barcelona, Spain
Tel: 34-902202323
Fax: 34-902158917

A Sreekumar: Could you please help me with your computer serial number?
Janet Fliegelman: That is the address on your page. It took him 2.5 hours to get there and they moved two years ago!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Janet Fliegelman: How can you leave up a page with wrong information
Janet Fliegelman: I found another page with a different address which we think is the right one.
A Sreekumar: Janet, I can understand how difficult this is; I apologize for the inconvenience.
A Sreekumar: May I know the exact issue you are experiencing?
Janet Fliegelman: The computer doesnt boot -- it says that it cant find hard drive. We bought the computer just a week ago and he left for Spain on Monday and it doesnt work. Please confirm for sure what is the right address for service in Barcelona Spain and the phone number
A Sreekumar: Alright.
Janet Fliegelman: Can you call them to make sure that this other address is right:
Janet Fliegelman: Barcelona - Spain
Acer Computer
Gavà Park, Carrer del Disseny 3 - 5
08850 Gavà, Barcelona
Spain
Tel: +34-902202323
Fax: +34-902158917
A Sreekumar: I will provide you a web link contains the Spain support team contact details.
A Sreekumar: Please go through the following web link.
A Sreekumar: http://www.acer.com/...untry/Spain.htm
Janet Fliegelman: THAT IS THE WRONG ADDRESS!!!!!!! THAT IS WHERE HE IS NOW -- RIGHT NOW AND THE PLACE MOVED A FEW YEARS AGO
Janet Fliegelman: I keep telling you = you have the wrong address. SOmewhere else you have this address:
Janet Fliegelman: Acer Computer
Gavà Park, Carrer del Disseny 3 - 5
08850 Gavà, Barcelona
Spain
Tel: +34-902202323
Fax: +34-902158917


A Sreekumar: Janet, please go through the following web link to contact our Spain support team.
A Sreekumar: http://www.acer.es/a...content/support
Janet Fliegelman: I just want the correct address because he wandering through Spain AT THIS MOMENT with teh wrong address from yoru web site
Janet Fliegelman: He cant go online to get teh right information because the LAPTOP DOESNT WORK
Janet Fliegelman: How can you guys not know the correct address
A Sreekumar: Janet, this is to inform you that we are the technician support team for US and Canadian customers. I really apologize for the inconvenience cause to you. I suggest go through the following web link and contact the Spain support team so that they will help you with the address.
A Sreekumar: http://www.acer.es
A Sreekumar: Otherwise contact them through email Info_Spain@acer-euro.com


Janet Fliegelman: I am there and The web site is in SPANISH - I speak English. I emailed them and no response. THIS IS A DISGRACE AND ABSOLUTE DISGRACE. My kid is wandering through Spain and you guys dont cant tell me the service location for sure. PLEASE GET ME THE CORRECT INFORMATION AND CONFIRM IT
A Sreekumar: May I place you on hold for three minutes, while I retrieve some information for you?
Janet Fliegelman: Yes -- just get me the correct address and confirm that it is correct with a call to them
A Sreekumar: Thank you.
A Sreekumar: Thank you for being on hold.
A Sreekumar: I appreciate your patience.
A Sreekumar: Janet, I really apologize for the inconvenience. Unfortunately, we do only have the provided address in our database.
A Sreekumar: I suggest you call them in the telephone number.
Janet Fliegelman: I tried - but I dont speak Spanish so I cant tell it is the right place.
A Sreekumar: Unfortunately, we do not have another option.
Janet Fliegelman: I dont understand why ACER cannot tell me the correct service location for an ACER computer. You have two addresses on teh internet - one is wrong and I want to make sure the other is right
A Sreekumar: Janet, unfortunately, we do not have much information because we are not the Spain support team.
Janet Fliegelman: I cant call Spain, because I dont speak Spanish
A Sreekumar: I really apologize for the inconvenience.
Janet Fliegelman: How about you guys get in touch with the Spanish support team]
A Sreekumar: Unfortunately, we do not have the other option.
Janet Fliegelman: Get me someone who can help me.
Janet Fliegelman: Tell me how to reach someone who speaks English and can get me warranty service information for a computer that I just bought
A Sreekumar: Janet, I suggest you contact the Spain support team to help you.
A Sreekumar: We do not have another option.
Janet Fliegelman: You are not understanding me -- I did email them and they have not responded. Their web site is in spanish. I JUST NEED THE ADDRESS AND CONFIRM THAT IT IS RIGHT.
Janet Fliegelman: You sell the device int he US and say you can travel with it and then YOU DONT EVEN SUPPORT A DEVICE THAT IS LESS THAN A WEEK OLD!!!
A Sreekumar: Janet, we only have the provided address in our database.
Janet Fliegelman: Yes and YOU provided me with the WRONG Address. He is there now and there is no Acer support service. This is disgraceful. There is no one in your operation that can get a correct address and confirm it -- how do you guys build a computer.
A Sreekumar: Janet, I really apologize for the inconvenience.
A Sreekumar: Did you call the provided contact number?
Janet Fliegelman: Yes - I called the phone number at the service location and they only speak Spanish - they could not understand me

[coastie65]

Hi Janiesue and welcome to the forums. I had a little look around. The best I could come up with was a phone number: 902202323 My Spanish isn't all that good, but it appears that it is to get a number to RMA the computer ( which would require the original packing materials ). I was unable to locate a service center, which would most likely be Spanish speaking as you have found out. Also, it isn't a good idea to post the serial number. I can edit it, so as to just have the model number.

UPDATE: That phone number appears to be the same as one of those you posted. UNfortunately, I could find little else. You might want to explain your problem to Acer here and see what they can do if anything.

This post has been edited by coastie65: 04 March 2012 - 05:58 PM

[janiesue1000]

Thanks for your help. The chat above was with Acer and I had a similar phone conversation in the United States. They are very decentralized and one country's support doesn't know what the other is doing. I was hoping to get to a higher level, but that doesn't seem to exist. He needs a working computer, so we may just have him get it fixed and live with the cost -- but I am really really upset with Acer - what good is an international warranty if they don't have an accurate listing of service depots. I cant seem to get to the image to edit out serial number -- if you can then please do so. Again, thanks for trying

[LiveBrianD]

janiesue1000, on 04 March 2012 - 07:32 PM, said:

Thanks for your help. The chat above was with Acer and I had a similar phone conversation in the United States. They are very decentralized and one country's support doesn't know what the other is doing. I was hoping to get to a higher level, but that doesn't seem to exist. He needs a working computer, so we may just have him get it fixed and live with the cost -- but I am really really upset with Acer - what good is an international warranty if they don't have an accurate listing of service depots. I cant seem to get to the image to edit out serial number -- if you can then please do so. Again, thanks for trying

Acer's support seems to be terrible in general. I asked them what settings I should use on my Acer monitor for 6500K color (this is the industry standard), and the rep clearly had no idea what I was talking about. He/she kept insisting that it was defective and I needed to send it in for service, and when I pointed out that it was a firmware thing, saying that they offer settings so the user can choose it. This went in circles several times. Eventually I told them "screw you, I'm NEVER buying another Acer product EVER AGAIN!!!" and closed the chat window. The fact that I am now considering selling the monitor and buying one of a different brand is not at all a confidence (it also has to do with the poor quality of the monitor though).