Why Acer is Making Losses and Fail to Deliver

Anyone considering buying Acer should read this post before they do.

Maybe just possibly, problems like the ones you read here made its founder Stan Shih to retire when he did...although outgoing ACER CEO J.T. Wang claims it's only due to the write-off of its old inventory "worth" billions!

Always the staunch supporter of Acer, I believed in its brand philosophy, promise and quality -- even after experiencing a motherboard failure with one of its "best in class" (at the time it was bought) Notebooks - the Aspire 4736G.

Just Google it and you'll know what I mean.

Here's my rather disappointing Acer Experience at the recent PC Fair at Mid Valley in early November this year:

The Wrong Decision: After being told by the Dell person at the Dell Booth that the particular Dell desktop model I was interested in was sold out (at that on my 2nd day visit to the PC Fair!) and out of stock - I took it as a clear signal that buying Acer would be a better choice. How wrong I was!

It was our 2nd day visit to the PC Fair. We had spent the day before, browsing and sifting thru the various offers available.

We settled on the Acer Aspire TC603 which according to the brochure handout, is a model with the 4th Generation Intel Core i5-4430 Processor. The package included an Acer V206HQL 19.5" LED-backlit Monitor, 3 Year Extended Warranty, Speakers and 16GB Pendrive.

According to the salesperson, we could take delivery "immediately" if we took the 3rd Generation version of the same model and upgrading it to the 8GB we wanted would only be a few hours OR we wait for a week for delivery for the brochure version.

We opted for the version stated in the brochure as we were willing to wait out the 1-week delivery time. Honestly we were pleasantly surprised when the salesperson said that they could send it to their outlet nearest to us in Desa Park City for collection.

No After Sales Information...

After anticipating delivery (with exception of the in-between Awal Muharram public holiday), I started to feel uneasy and referred to the official receipt - it had no contact number stated on it! I then googled Thunder Match Technology and completed an online query form on their website, and 72 hours later no response.

Reachable, NO!

By this time, I had already obtained the contact number for their Head Office and started my attempts to call them up. 

After spending the whole morning right up till slightly after 2pm, the best I could get out of the various options from the automated telephonist, was a foreigner who finally answered and asked me to call back again  - as he was only the security guard! 

Swell!

Varying Versions...

I called the next number I had -- which was their outlet in Mid Valley. When I informed the person who answered that, I would like to know the status of the delivery for the TC603, he replied that it was out of stock and a discontinued model - all the time stating that it was the 3rd Generation version. Okay so I'll check with Acer Malaysia!

Dissatisfied with the response, I called Acer Sales and Services (Acer Malaysia - AM is short) at their toll free number 1800-88-1288. After providing details of my complaint, I requested that they clarified the matter with Thunder Match Technology (their appointed dealer, TM in short) and revert to me.

While waiting for AM's call, TM's Mid Valley rep calls to say that the TC603 was not in stock and when asked when it would be in stock,... he replies that he was unsure and instead offered an exchange to another product or, a full refund in lieu. 

Good news? Fat Chance!

After telling him that I would consider, I hung up just in time to receive the AM rep's callback. She basically repeated the same information of the TC603 being out of stock and even went a step further by saying it was discontinued after having checked with TM.

I told her it was impossible and this is when the AM rep said it is discontinued as it is a 3rd Generation version as per the brochure she had in hand. Luckily for me (or maybe not) the brochure I have stated it otherwise. After further questioning she reveals that the version I wanted had yet to arrive from Acer Taiwan!!! 

I then thought, "Why not escalate my query to Acer's HQ, Acer Inc. in Taiwan?" and asked her to send me an email contact for the said purpose.

"Great I thought" as I checked my Inbox to see that she had indeed sent me an email. When I opened it, I was beyond shock (after having been overly drained by all the stress and time wasting activities from what was supposed to be a simple purchase of an Acer Desktop) - she had emailed me alternative models for selection while stating that the TC603 is "not available in the Malaysia market" and Acer Inc's telephone and fax!

What !?!

Does this mean the brochure printed in Malaysia (most likely) for the Malaysia market with the listed model TC603 with the 4th Generation Intel Core i5-4430 Processor and further confirmed by the salesperson accepting the order over a week ago is WRONG !?!

Always Forgiving...

Extremely disappointed I then did the unthinkable, I counter offered to take the alternative model which was priced lower while insisting that all other items remain as per the initial package.

As I end this post I wait and see how AM and TM responds tomorrow.

P/S Just to add, there was an instance when the TM rep said that the TC603 was 4th Generation but differed inside !!! Now that really makes me wonder...

Endnote:

 Questions seeking answers with some you already know the answers to,

- This only happens in Malaysia?

- When will Acer make itself customer friendly by providing top level e-mail contact info?

- Does having a strong visible market presence ensure "proper" after sales service/support?

- Is Explore Beyond Limits referring to exceeding the tolerance limit for bad after sales service/support?