Business Profile

Computer Dealers

Acer Service Corporation

Headquarters

Complaints

This profile includes complaints for Acer Service Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

185 total complaints in the last 3 years.
48 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi there I have Acer Nitro gaming computer that was manufactured on March 7 2003 I have owned it just over two years and it now appears an issue with ram/slots ram on the board. I was turning on but kept freezing.Took it to two different computer repair shops and both came up with the same diagnosis that the on board ram slots/component is faulty. I paid close REMOVEDdollars and I am really upset. Computers that cost that much money should not break down after just over two years. I have been told that would have to send it an quoted over 700 dollars. Not happy at all. I hold Acer Service responsible and will not stop until I get the this resolved. I will go to media and social media such as FB and REMOVEDand Instagram. I want my laptop fixed at know further cost to me.
Business Response
Date: 12/08/2025
Better Business Bureau
REMOVED
REMOVED
RE: Case# REMOVED
Thank you for your recent inquiry on behalf of REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communication between businesses and consumers.
A member of Acers Corporate Customer Care team spoke with REMOVEDregarding his complaint. We confirmed the reported symptoms and verified the units information. We offered an evaluation escalation, where a senior technician will assess the device to determine if assistance can be provided. The customer agreed to proceed with this evaluation.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please do not hesitate to contact us.
Best Regards,
Corporate Customer Care
Acer Service Corporation
Initial Complaint
Date:12/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
?RESOLUTION DEMAND: I require a FULL REFUND of $1536.13 (Original Purchase Price, placed December 2, 2024 via amazon) plus $300 compensation via REMOVEDCard for the continuous systemic failure, management negligence, and six months of lost time.?This complaint addresses Acer's systemic failure over a six-month period. Since the initial purchase on December 2, 2024, Acer failed two separate repair attempts on the first unit. The service failure culminated when Acers own facility confirmed receiving a defective replacement part (motherboard), demonstrating a broken supply chain. This led to a replacement laptop issued on November 5, 2025, which was DEAD ON ARRIVAL (DOA).?This DOA replacement suffers from a fundamental, UNSAFE THERMAL DEFECT. The REMOVEDidles at an extreme 206 degrees Fahrenheit 96 degrees Celsius while IDLE, confirming a non-functional cooling system. This critical heat instability caused six fatal BSOD errors, including: CLOCK_WATCHDOG_TIMEOUT, IRQL_NOT_LESS_OR_EQUAL, UNEXPECTED_KERNEL_MODE_TRAP, KMODE_EXCEPTION_NOT_HANDLED, KERNEL_SECURITY_CHECK_FAILURE, and SYSTEM_SERVICE_EXCEPTION. The laptop is now completely unusable, entering a continuous boot loop (failing at the REMOVEDlevel), freezing instantly, and exhibiting multiple component failures (camera, audio interfaces). Windows itself has locked me out due to "repeated shutdowns," proving the system is terminal.?Acers management refused the refund, citing standard policy, and deflected all responsibility by instructing me to contact the retailer (REMOVED) despite the issue's long timeline and the fact that Acer accepted the 64GB RAM configuration into their warranty. I have formally canceled the repair RMA and refuse any further service attempts. The refusal of a refund for an unsafe, demonstrably worthless product after six months of service failures is unacceptable negligence. I demand the full resolution of $1500 refund + $300 compensation.
Business Response
Date: 12/08/2025
Better Business Bureau
REMOVED
REMOVED

RE: REMOVED
Dear Better Business Bureau,
Thank you for your recent inquiry on behalf of REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communication between businesses and consumers.
We understand Mr. REMOVEDfrustration regarding the complaint, and a member of Acers Corporate Customer Care team reached out to the customer directly. Acers current policy requires confirmation of symptoms to determine if the unit is repairable. At this time, a repair was offered as the available resolution. The customer was informed of this option and the next steps.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.
Best Regards,
Corporate Customer Care
Acer Service Corporation
Initial Complaint
Date:12/01/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order placed June 18, 2025 Order # REMOVED-0667891-1965053 Ship to REMOVEDacer Nitro V 15 Gaming Laptop | 15.6" FHD 144Hz IPS Display | REMOVED6-core Ryzen 5 7535HS Processor | 32GB RAM 1TB SSD | REMOVEDGeForce RTX 4050 | Backlit USB-C Win11 w/DLCA Accessory acer Nitro V 15 Gaming Laptop | 15.6" FHD 144Hz IPS Display | REMOVED6-core Ryzen 5 7535HS Processor | 32GB RAM 1TB SSD | REMOVEDGeForce RTX 4050 | Backlit USB-C Win11 w/DLCA Accessory 3rd time sending it in for the same problem.
Business Response
Date: 12/03/2025
Better Business Bureau
REMOVED
REMOVED

RE: CASE REMOVED

Dear Better Business Bureau,

Thank you for your recent inquiry on behalf of Mr. REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communication between businesses and consumers.
A member of Acers Corporate Customer Care team spoke with Mr. REMOVEDregarding his complaint. We provided Mr. REMOVEDwith an option to resolve the issue that was mutually agreeable. Specifically, we arranged for his device to be sent in for an escalated repair process. We also offered overnight return shipping to minimize inconvenience, and the customer agreed to proceed with this solution.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.
Best Regards,
Corporate Customer Care
Acer America Corporation
Initial Complaint
Date:12/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov 14, 2025 I ordered a refurbished Acer model SFG16-72-5844. This is an 800dollar laptop new they sent an old chromebook that doesnt even use windows. I immediately returned it and they will not refund my money even though they sent the wrong item. I made a mistake and didnt check the reviews because they bait and switch all the time the computer listing is now unavailable because they never had the item. They now ask for serial number to refund me what serial number from the wrong item I sent back?
Business Response
Date: 12/08/2025
December 8, 2025

Better Business Bureau
REMOVED

RE: Case# REMOVED REMOVED

Thank you for your recent inquiry on behalf of REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A representative from Acers Corporate Customer Care attempted to contact REMOVEDbut each call reached a message indicating that the mailbox was full,preventing any voicemail from being left. The representative also sent an email with their contact information but has not yet received a response from Mr.REMOVED.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact me.

Best Regards,

Corporate Customer Care
Initial Complaint
Date:11/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new Acer Predator Helios 16 (model Acer Predator Helios Neo 16S AI, serial REMOVED. The laptop becomes extremely hot during normal academic and work use, and the function keys do not work. It has burned my hand, heated my backpack to an unsafe level, reached temperatures far above normal limits, and become impossible to travel with. This is not a normal warranty issue; it is a serious safety hazard that could potentially cause burns or even fire. I depend on this laptop for university studies and work, so I cannot ship it away for weeks for repairs. Acer support has suggested repair only, but I am requesting a full refund due to the safety risk. I will return the unit once the refund is approved. Please escalate this as a hazardous and defective product issue.
Business Response
Date: 12/01/2025
December 1, 2025

Better Business Bureau
REMOVED

RE: Case# REMOVED REMOVED

Thank you for your recent inquiry on behalf of REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communication between businesses and consumers.

A representative from Acers Corporate Customer Care spoke with Mr. REMOVEDregarding his Acer computer. The device appears to have issues entering sleep mode, which is most likely caused by a software or driver problem; however, an evaluation is required to confirm the root cause. The unit has been setup for evaluation, and Mr. REMOVEDwill inform us when it can be sent in. In the meantime, we advised him to avoid using the sleep or suspend functions and to shut down the computer through Windows instead.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please do not hesitate to contact me.

Best Regards,

Corporate Customer Care
Initial Complaint
Date:11/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since September, when I purchased a set of REMOVEDheadphones, this Acer Aspire 5 15 (Model: 423C3) intermittently fails to produce sound. The two devices are successfully pairing, just not producing sound, until I have to restart the computer in an effort to get it to produce sound. Then, the computer appears to lose connection with the pairing device at times. I have tried all the troubleshooting options available, even the most recent Windows service pack updates. The Windows OS is up-to-date. However, the issue still exists. I should not have to restart each time I wish to use the Bluetooth option to use Bluetooth-compatible devices. Using your call center, I receive pushback to receive immediate service care needs.
Business Response
Date: 11/11/2025
Better Business Bureau
1005 La Posada
REMOVED;

RE: Case# REMOVEDEdwards

Dear Better Business Bureau,

Thank you for your recent inquiry on behalf of REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

A member of Acers Corporate Customer Care team contacted REMOVEDregarding the computers issue. The device is experiencing connectivity problems with a specific Bluetooth headset. After reviewing, the technician did not identify any hardware-related issues and recommended that the customer check the REMOVEDheadset settings, user instructions, and compatibility for further troubleshooting.

Please note that the units warranty expired in July 2024. Acer offered a repair service for a fee; however, Mr. REMOVEDdeclined at this time.

The customer has our contact information should they wish to discuss the matter further or proceed with an out-of-warranty repair.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.

Best Regards,
Corporate Customer Care
Customer Answer
Date: 11/11/2025
Complaint: 24127911

I am rejecting this response because:

Please forward to Acer that I spoke with REMOVED. During our phone interaction, she advised me to have her contact information. Upon review, I do not have a direct contact method for REMOVED.

I would like to further address this unresolved matter with REMOVEDafter speaking with REMOVED, one of Acer's service technicians, momentarily. To no resolve, I did not feel confident in the advice that he provided, that REMOVEDreferred to as a "functional" problem as he described it which could be one of two things the bluethooth works off a PAN (Personal Area Network) and that the bluetooth card may need to be physically replaced or purchase a (external) bluetooth plug-in adapter device. He continuously attempted to convince me that it has to do with an REMOVED, which, in hindsight, I know all too well, Bluetooth devices have the REMOVEDas an option, not a required resource application. I do not use an app for any of the other devices, and those devices never lose sound; only experience no sound with the Acer.
To my knowledge, the technician described it as noted in the previous paragraph that it very well could be a hardware issue related with the bluetooth card because as REMOVEDexplained it operates "off a PAN" which I'm familiar. However, I refute based on the findings from the phone discussion that the REMOVED, the technician, could make a contradictory statement then imply to send it in for further diagnostic check. By checking the warranty, sure it is out of date and this just being discovered with this isolated device in particular. To address, I did decline at this time for I am preoccupied with other priorities and cannot be without a working productive computer at this time. There is conflicting information, if it was not a "hardware issue" yet send it it to have it diagnosed for what REMOVEDdescribed as the "bluetooth card" may need to be physically "replaced" all together or suggested I could purchase an (external) bluetooth plug-inadapter device until I have time for a further diagnostic.
Upon speaking with REMOVEDon Monday, she verbally informed me that "if the computer needs to any hardware repairs" that she would reach out to me to see what available options they are. However, REMOVEDdid not deliver on her word this time. I do not have a formal method of contact her otherwise I would have reached out to her directly.
I will not accept their passive-aggressive attempt not to stand by their product. By the way, I have even received a new replacement headset and the issue still persists.
I would need to speak with REMOVEDabout how best to proceed, but I would like to advocate for a second opinion. I request a call-back from REMOVEDto clarify her findings in this response to the Better Business Bureau.

Regards,

REMOVED
Business Response
Date: 11/13/2025
Better Business Bureau
1005 La Posada
REMOVED;
RE: Case # REMOVEDEdwards
Thank you for your recent inquiry on behalf of REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communication between businesses and consumers.
A member of Acers Corporate Customer Care team spoke directly with REMOVEDregarding the concerns raised. During the call, we reviewed the case and clarified that the device is outside of its warranty period. We explained that the root cause of the Bluetooth issue cannot be confirmed without a diagnostic evaluation at our repair facility. We offered options, including sending the unit in for a paid diagnostic and repair or using an external Bluetooth adapter as an interim solution. REMOVEDexpressed understanding of the situation and confirmed satisfaction with the explanation and follow-up provided.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.
Best Regards,
Corporate Customer Care
Customer Answer
Date: 11/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and although no resolution was achieved. I agreed to close the complaint ticket.

Regards,

REMOVED
Initial Complaint
Date:11/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my laptop in jan 2025. Early September the laptop started to smoke. Spoke with Acer and they said it was a safety concern and to return the laptop for warranty repair. They repaired it by replacing the main board. (The main board includes cpu, GPU and bios). I got it back and had to wipe and start it again as wi dows would not update. But after that it was OK. 2 weeks later I needed to get into the bios to turn off the start up sound. But there was a password that I do not know. I know that they have in thier warranty terms that refurbished parts can be used but they are subjected to a high standard of testing. In this case, I can only assume that the refurbished main board was not subjected to testing as someone's password was on there. How do I know that the main board was not overclocked and now has a lesser lifespan. When speaking to acer manager I was told they can review but may charge me to remove the password. I would like acer to replace the main board with a new board or replace the laptop with a new replacement or like / better model. I am afraid this current unit will fail prematurely and am afraid that the unit could catch fire considering the first time it smoked.
Business Response
Date: 11/10/2025
Better Business Bureau
REMOVED
REMOVED;
RE: Case # REMOVED

We appreciate the opportunity to respond to the complaint submitted by Mr. REMOVED, and we understand his frustration regarding the issue he experienced with his Acer device.

A member of Acers Corporate Customer Care team has attempted to contact Mr. REMOVEDseveral times leaving voicemails on November 6th, 7th, and 10th, and sending a follow-up email on November 7th. As of now, we have not received a response. If Mr. REMOVEDstill requires assistance, he can reach the representative using the contact information provided in the previous messages.

We hope this letter satisfactorily addresses the Better Business Bureaus concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions or require further information, please dont hesitate to contact us.

Best Regards,
Corporate Customer Care
Acer Service
Initial Complaint
Date:10/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand-new Acer laptop that cost $2,085.24 on 08/06/2025. After only 15 days of use, the laptop developed serious hardware problems. I sent it to Acer for repair under warranty. After keeping it for 30 days, Acer informed me the unit was unrepairable and said they would replace it with a new one.However, the replacement laptop they sent had the same issue. I returned that one as well, and Acer confirmed they would issue me a refund instead of another REMOVED, Acer has told me the refund will take 46 weeks to process even though they have already had my laptop for several weeks and Ive been without a working computer for more than a month. I feel that this delay is unreasonable and unfair, especially for a brand-new $2,085.24 product that failed within 15 days.I am requesting that Acer expedite my full refund immediately, rather than forcing me to wait up to six additional weeks. My Case ID number is REMOVEDResolution:Immediate refund of $2,085.24 for defective laptop purchase.I would just like the refund not take 4 to 6 weeks that is way too long and unacceptable thank you.
Business Response
Date: 11/04/2025
November 4, 2025

Better Business Bureau
REMOVED

RE: Case# REMOVED                REMOVED

Thank you for your recent inquiry on behalf of REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communication between businesses and consumers.

A representative from Acers Corporate Customer Care spoke with Mr. REMOVEDregarding his Acer computer. Due to the numerous issues he experienced with the unit, the representative approved a refund. The computer has been received, and Mr. REMOVEDshould expect to receive the refund check within approximately 4 to 6 weeks.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please do not hesitate to contact me.

Best Regards,

Corporate Customer Care
Customer Answer
Date: 11/04/2025
Complaint: 24076817

I am rejecting this response because: Thank you for agreeing to issue my refund. I appreciate that Acer is processing it, but I feel that a 46 week wait is far too long for a refund on a $2,000 purchase. I returned the laptop promptly, and I believe the refund should be completed in a much shorter timeframe.

Regards,

REMOVED
Business Response
Date: 11/05/2025
November 5, 2025

Better Business Bureau
REMOVED

RE: Case# REMOVED                REMOVED

Acer understands that Mr. REMOVEDwould prefer a faster refund process; however,refunds typically require 4 to 6 weeks to complete after the unit has been received.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please do not hesitate to contact me.

Best Regards,

Corporate Customer Care
Initial Complaint
Date:10/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against Acer America Corporation for failure to honor their warranty and for deceptive business practices. My total investment in this product is nearly $1,314. This includes an $1,085 laptop (tax incl.) purchased from Best Buy, and a separate $229 extended warranty which I purchased directly from Acer's REMOVEDoriginal laptop was a "lemon." It failed 3 separate times. After the first two failures, I sent it to Acer for repair under the warranty I bought from them. These repairs (which included an SSD replacement) did not fix the underlying problem, and the laptop remained unstable.When it failed for a third time and died, Acer offered to repair it yet again. I refused this offer. I explained that I could not be without a computer for weeks for a third time, especially for repairs that were clearly not working. The unit was unfixable. I demanded a refund or a new computer.Acer support explicitly promised me they would send a "new computer."What I received was a "bait-and-switch." Acer sent me a used, unboxed "refurbished" unit, which was not what I was promised. To make matters worse, this refurbished replacement is also defective. It was unusable right out of the box, as it began randomly rebooting during the initial Windows setup.I have spent nearly $1,314 for a product and a direct warranty from Acer, and I have nothing. Acer took my original defective unit, lied to me, and sent me another defective, used unit. They have failed to honor the $229 warranty I purchased directly from them.I have lost all confidence in Acer. I demand a final resolution and will not accept another refurbished machine. My demand is one of the following:1. A full refund for my entire investment ($1,085 laptop + $229 warranty).2. The brand new, factory-sealed computer I was promised.
Business Response
Date: 10/29/2025
October 29, 2025

Better Business Bureau
1005 REMOVED
REMOVED,REMOVED

RE: Case# REMOVED                Onur REMOVED

Thank you for your recent inquiry on behalf of Onur REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communication between businesses and consumers.

A member of Acers Corporate Customer Care spoke with Mr. REMOVEDregarding the Acer computer. The representative explained that if a unit is replaced, we will use recertified units. The unit Mr. REMOVEDreceived started having a boot issue,so we are having the unit looked at by one of our senior technicians. We will follow up with Mr. REMOVEDafter he gets the unit back to make sure everything is working well.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please do not hesitate to contact me.

Best Regards,

Corporate Customer Care
Customer Answer
Date: 10/29/2025
Complaint: 24049729

I am rejecting this response because:
To the Better Business Bureau and Acer Representative:
Thank you for the update. I can confirm that I shipped the second defective laptop (the faulty refurbished unit) back to Acer 5 days ago.
Acer's response that they will "look at it and make sure it works" is completely unacceptable and misses the entire point of my complaint.
Let me be perfectly clear:
1. This is now the 4th time this product has failed in the 10 months since I purchased it.
2. I have been left without a functioning computer for weeks at a time during each repair. I am still without the computer I paid for and am forced to use an old, slow machine, which impacts my work.
3. I paid a total of $1,314 for a NEW product and an extended warranty. I did NOT pay this amount to receive a used, refurbished product after 10 months of continuous failures.
4. Most importantly, Acer's support staff explicitly promised me a "NEW computer" as a replacement due to the repeated failures. Instead, they sent me a defective, used, refurbished unit.
My trust in Acer's products and their repair service is zero. Inspecting or repairing this second defective unit is not a solution. I am not interested in a "working refurbished" machine.
I reject Acer's attempt to force another used product on me. My demand remains firm:
I am owed either a full refund of my $1,314 investment OR the brand new, factory-sealed laptop I was originally promised.

Regards,

Onur Yakisan
Business Response
Date: 11/05/2025
November 5, 2025

Better Business Bureau
REMOVED

RE: Case# REMOVED                Onur Yakisan

The computer appears to have a mainboard issue. Due to a delay in obtaining the replacement part, we have agreed to provide a recertified replacement unit.Please note that replacements are recertified units, a refund will not be offered.

I hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please do not hesitate to contact me.

Best Regards,

Corporate Customer Care
Initial Complaint
Date:10/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother bought an Acer Laptop for me originally in June 2024, and it had a 15 month warranty period (from Best Buy). The laptop started breaking down with BIOS issues that affected the battery and startup, and I sent the laptop in for repairs with 1 month left on my warranty, in August 2025. It came back about 2 weeks later, working well enough, and I took it off to college. It broke down again in Late September/Early October, and I sent it in again since it was still under the 3 month repair warranty. I got it back with fast shipping in a week, and within 5 minutes, it failed and showed up with the same issue that I needed to send it in for repairs. At this point, I just want a completely new laptop replacement or a full refund ($670) for all the troubles this laptop has caused me while trying to get through college, which is already stressful enough
Business Response
Date: 10/22/2025
Better Business Bureau
REMOVED
RE: Case# REMOVED
Thank you for your recent inquiry on behalf of Mr. REMOVED. We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.
A member of Acers Corporate Customer Care team spoke with Mr. REMOVEDregarding his complaint. He reported that his device does not boot,flashes the Acer logo, and enters automatic repair mode without completing the process. We offered a Senior Technical Support callback to assist with troubleshooting, which Mr. REMOVEDdeclined. We then offered a repair under the 90-day warranty and informed him that a shipping label would be provided should he choose to send in the unit.
Mr. REMOVEDrequested a replacement (of a different model) or a refund. We explained that under the current warranty terms, the product is eligible for repair. If the unit cannot be repaired after assessment, we will revisit alternative options at that time.
We hope this letter has satisfactorily addressed the Better Business Bureaus concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please dont hesitate to contact us.
Best Regards,
Corporate Customer Care

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