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."