Just thought I'd post this message I sent to Acer Australia in case anyone can suggest any improvements to my complaint style. I am really really peeved, this has been going on since 3 Sept and my current options are to connect my old crt monitor or use my son's computer to get online. I've had one replacement monitor but this was a different model and no one in two companies could provide me with an assurance that it was equivalent to the one I purchased.


THIS IS A SECOND COMPLAINT!!!!!!!!!!!


Ref number 030905-36



On Friday 7 October 2005 I finally received a replacement monitor of the same model I purchased. However a monitor without a power cord or a cable to connect it to the computer is a worthless piece of black plastic swearword. I was advised by an Acer rep to return the original power cord and connecting cable so of course I don't have these.



Do you send your staff on courses to teach them how to duck shove customer queries and complaints? Your technical support lines have no information, your product information staff have no information about your products and cold dump unimpressed callers in a phone queue where they wait for over 20 minutes and your repair centre staff can't understand requests to call me on my work or mobile phone number rather than my home number.



Please note that my issues with repair centre staff do not include xxxxx (who handled my initial interaction) or xxxx xxxx (who answered my complaint call after I sat listening to stupid messages every 30 secs telling me how important I was). Both were extremely helpful and handled themselves professionally unlike the rest of your staff.



For the record I will never purchase Acer components again and I will advise everyone I know against doing so. When I obtain the power cord and connecting cable, I think I will give the black plastic swearword to someone I don't like and buy another brand for myself.



Colleen
A really unimpressed ex-Acer customer

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Hmmm.

You definitely showed your displeasure. Since you included a reference number that should be enough for them to contact those that were involved with the issue.

This may seem obvious to you, but you didn't state to them what resolution you wanted from them. I'm guessing that your asking for the missing cables. For all they know you want a full refund.

The use of profanity in a request for service usually won't help any. If you have already been lost as a customer, what modivation is there to give you any form of rectification of the issue.

It is good that you've contacted them with the issues. A customer service organization needs feedback, positive and negative to resolve issues and improve. Just a little less emotion and more facts would help them in the future. A little more detail in the phone call issues helps. Call centers are very complicated and sometimes problematic at best. Most of what you bring up are the same customer support issues that you hear about from nearly every big company. It is kind of related to the "law of averages" eventually you will have problem. It is just a matter of time and which company.
Good luck on getting the monitor issues resolved.
Tom.
Oh, If the monitor is good then no reason to get rid of it. There are many great products out there that have lousy customer service groups. You may never have to contact them again (after this issue).

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To think is to create!
So What? Now What?
Tom
Restart LC 7/05/08

Tom,

Thanks, you are right I should have made it clearer what I wanted from them this time around and should have been a bit less emotive. Next time I write a complaint letter I will try to remember to save it, wait one day and then re-read it before sending it.

I did actually use the term 'swearword' in my message rather than a profanity.

As for keeping it - I don't know, I have absolutely no confidence that the current monitor will last any longer than the first one did. At the moment it makes me feel sick just to look at it.

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Hey, Colleen. Tom's right on about letting them know what you want from them.

LOL @ your use of "swearword" instead of any actual swearword.

I would point out that you did a REALLY good thing by specifically naming those individuals who were helpful to you. I always make a point of getting a name when I'm dealing with a company and take notes, including date, time and name, regarding my phone calls. I like to be very specific if it comes to having to write a letter.

Hope this works out for you when all is said and done.

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This one is partly my fault since I didn't notice it before. I got the cords and was having difficulty attaching the computer cable so I asked my son to do it. He asked a question - where is the base for the monitor? I hadn't even noticed that was missing... It's not real large and the monitor can stand up with the partial base that is attached.

The monitor at least works but I will ring the guy at the repair centre tomorrow to try to get the base for the monitor.

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Now have the base. But I had to get the guy at the repair centre to talk to my son as there are three different bases for that model monitor......

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I sure hope this works out for you sweetie!

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The base fits, the monitor works - at least for the moment.

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Let's hope it lasts!

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