Acer laptop owner hits a low with Highpoint

He was told a month ago that his laptop would take three to four days to repair.

James Massola, an online journalist, relies on his ACER Travelmate 4270 to earn a living, so when it broke he took it to Acer's recommended repairer, Highpoint, hoping this would result in minimum downtime. That was almost a month ago and Massola, who starts a new job in a month, is still without his computer.

The Highpoint representative had initially told Massola that the motherboard would need replacing but as it was a popular laptop, it should only take three to four days.

"I walked out happy with this response," said Massola.

"A week later, I had heard nothing, so I gave Highpoint a call. I was told, in short, that there had been no parts in Melbourne, so without checking with me first it had been sent to Sydney for repairs, but that it should be fixed soon."

After another week, Massola had still not heard from Highpoint, so he gave them another call.

"I was told after around 25 minutes on hold again, that the part had been ordered and come in, but that no one had repaired the laptop, so someone in the repair centre, in their infinite wisdom, had decided it must have been a 'mistakenly ordered' part, and sent it back."

Highpoint told Massola that they had re-ordered the part, but no discount or apology was offered, and they asked Massola for the $608 payment in advance.

By September 11, after another week, and still no phone call, Massola again called Highpoint.

"They said they were very sorry, that the part had been ordered but had not arrived, that they did not know when it would be fixed, and that was all they could tell me," Massola said.

Massola tried at this point to call Acer, who sent him back to Highpoint.

"In short, I have never experienced such shoddy customer care," Massola said.

An Acer Spokesperson said that Acer is aware of Massola's complaint and that its Customer Service Team has effectively kept Mr Massola informed and presented relevant solutions to resolve the repair in a timely manner.

"Due to the timeframe and unsuccessful repair on the mainboard, Acer & Highpoint decided that a replacement unit would be the best solution," he said.

The spokesperson also said that Highpoint Australia provides strong and consistent IT support to Acer customers.

"Every company knows that customer satisfaction is the key to business success. Now, more than ever, consumers expect high quality service and effective action when there is an issue," he said.

"Acer and Highpoint have standard operating procedures in places to help prevent mistakes from occurring and if such concerns are raised our customer service team know how to translate the customers needs into relevant solutions ensuring efficient and professional service."

Join the Good Gear Guide newsletter!

Error: Please check your email address.

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.
Show Comments

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre x360

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga 910

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?