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Bad: Slow performance, continual malfunction and poor customer service
Comment: Never buy an Acer and never deal with Laptops Direct! Let me tell you about my experiences of purchasing an Acer Laptop Travelmate from Laptops Direct, as my primary work computer as the Director of a consulting company. Brand new laptop arrives with faulty shift key, it gets returned and then weeks later arrives with a cracked screen. It gets sent back again leaving me without a computer for another week. The computer performance was terrible – working at approximately 80% memory usage when idle, extremely slow. Approximately 5 months after purchase, the computer malfunctions and does not boot up. It required a complete system repair. It does the same thing again 4 weeks later! The amount of time wasted has been unbelievable, time on the phone, time waiting for couriers who never arrive, time continually chasing up errors that have been made, eg. Wrong address, lost serial numbers, lost tracking, etc!, The worst part has been the complete lack of customer service from Acer and from the reseller Laptops Direct. Basic errors such as sending couriers to the wrong address and even worse, trying to return my laptop to me at the wrong address – 3 times!! I have spent hours on the phone talking to representatives at these companies who have been unhelpful, making constant errors and after many requests, I have not once received a call back from a manager. My laptop is still not working and yet although it is under warranty I cannot get a refund or replacement. I receive letters from Acer putting the onus on Laptops Direct and vice versa. No one will take responsibility and everybody continually passes the buck. It is an absolute disgrace and I cannot believe that these companies continue to operate in this manner. What I wanted is basic – a computer that works and a decent warranty service for one such as mine that does not work. I have been forced to purchase a new computer as I cannot work without one (I recommend Apple Mac by the way – it is brilliant) and I have been told that Laptops Direct have dispatched my computer 3 weeks ago, I have not yet received it so who knows where it has been dispatched to and no one seems to know where it is???!!! A complete shambles. I will never buy an Acer again, never deal with Laptops Direct again and I hope that this message warns other customers away. If the companies had have dealt with these problems in a professional and efficient manner I would have accepted the problems without complaint. Instead, I have received no response to several letters outlining my issues and have been waiting for over 4 months since my computer malfunctioned for a suitable solution. STAY AWAY FROM ACER AND LAPTOPS DIRECT.
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