The Sorry State of Acer
Acer laptop support is available online. You can download driver packages and access troubleshooting and support documentations on the company’s help pages. Email support, Send-in repair service for in-warranty laptops, and live phone help are also available.
On paper, these types of customer assistance services should be enough for a company to give world class support. Unfortunately, Acer’s actual customer support is far from being world class. Although Acer produces decent laptops, its customer services need lots of improvement.
What to Expect from Acer Laptop Support
If you are going to use the email support service, you will normally get a response from a customer representative within 24 to 48 hours. However, many customers have reported that the email responses are seldom helpful.
Customers say that the first reply is normally canned or bot-operated and will direct you to its online troubleshooting documentations.
Succeeding emails will be handled by a customer rep. If you are ever unsatisfied, a contact number will be given to you so you can directly speak with a live technical support representative.
Acer Telephone Support Not Too Helpful Either
It is very difficult to reach Acer laptop support through telephone. Typically, you will be put on hold for several minutes or the line will be disconnected. While this is similar to the quality of service provided by almost all companies, Dell seems to have a faster rate of response than Acer.
Reaching Acer’s customer care representative does not mean that your woes will be over. If you are lucky, you will be able to talk to a representative with some technical proficiency that could provide competent assistance. But in most cases, the phone support service of Acer is simply terrible.
Phone reps are not usually well versed on the technical aspects of the issues. In many online forums, Acer customers are generally disappointed because phone support will not listen to the actual technical issues being raised. You will usually get a standard reply about the cost of repair, shipping, and parts replacements.
Comparing Acer Laptop Support with Other Services
Dell normally has a more decent email service compared with the service provided by Acer. You will typically get faster email responses from both Dell and HP laptop support. For direct phone support, other computer companies can provide more decent services than Acer’s.
Normally, you will get a call back from Dell while HP support is more technically proficient. Acer needs to improve and overhaul its laptop support service so it can compete effectively in the competitive laptop industry.
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