Acer Australia and their wonderfully effective repair company
Highpoint Australia
Unit 7 & 8
145 Arthur st
Flemington
NSW 2140 Australia

Why not stop by and say Hi from me!

Grab a cuppa and read all about my long painful saga detailing my worst experience of customer “service” I have experienced in 17 years of being a consumer:

19/4/2005 Acer PD113P Data projector Unit purchased from Officeworks Fyshwick for $999.00 on 19/4/2005.

12/5/2005 Unit failure #1 (powers up briefly then back to standby mode). Returned to Officeworks. Unit exchanged. Bulb exchanged.

4/4/2007 unit failure #2 (same problem). Returned to Officeworks. Officeworks staff advised to take to Acer repair centre. Unit taken directly to TechFlex, Fyshwick who sent the unit to Acer’s repair centre - Highpoint in Sydney.

16/4/2007 Contacted by Highpoint Sydney. Fax received advising bulb was blown out of warranty and requires replacement. I approved and paid for a new bulb for $231.34.

16/5/2007 After many phone calls to Highpoint and Acer Sydney and two visits to Acer Deakin the unit was returned to Highpoint Deakin for me to pick up. No phone calls received to advise of the whereabouts of my projector or that it had arrived. Repaired unit picked up from highpoint Deakin.

18/5/2007 Unit failure #3 with same problem. Returned to Highpoint Deakin. Sent to Highpoint Sydney. No contact from any highpoint or Acer store. Several calls to Acer support FINALLY got someone who knew what they were doing and sent it repaired overnight to me at Canberra.

1/6/2007 Repaired unit Received.

6/6/2007 Unit failure #4 (same problem).

7/6/2007 Sent email with ridiculous amount of problems to acer customer support.

9/6/2007 Email received from /Name removed/ (Highpoint Customer “Service”) offering me to send my projector back for a fourth time to have the same thing addressed (or not)... again. He reminded me of the warranty terms of my projector and also advised Acer were not interested in honoring their warranty to sell me a projector of merchantable quality and I should pursue the issue with the ACCC (Australian Consumer Complaints Commission) or send the unit back for them to have another go.

12/6/2007 I agreed to have the unit picked up to go back for another round.

14/6/2007 unit is picked up from my work address.

25/06/07 After no contact from Acer or highpoint 11 days after it was sent an email is sent to Acer Customer “service” asking for an update. Email received from Acer customer support saying the bulb is dead after only 36 hours use and they require authorization for a repair cost of $231.34. I replied advising I had already paid for one bulb which died again shortly after and was not paying a cent more and to return he unit as is. ACCC Complaint lodged online.

29/06/07 Email received from Patricia at ACCC Infocentre. No liaison with Acer since last email and projector is still in their possession.

10/07/07 email sent to highpoint asking where my projector is.
Email sent to ACCC asking if there is anything else they can do.
Email received from Patricia – ACCC Infocentre advising to contact ACT Fair Trading

11/07/07 email from /Name removed/– Highpoint advising it was sent via Couriers Please. Couriers Please online tracking for the parcel shows it was picked up from the Canberra Depot on the 26 Jun by Truc Linh & Anne Dam. Called couriers please and waited 20 mins to speak to an operator who advised it was a missed delivery. Driver will retry delivery tomorrow (12/7). email sent to ACT Fair Trading regarding the matter.

12/7/07 Call from Highpoint Sydney saying my projector had been returned to them by the courier. I advised the courier had never rang, left voicemail or a calling card of any sort. Highpoint will send it again to me. This contradicts what the operator at Courier’s Please advised yesterday that the driver had visited and would try again today.

13/7/07 Projector received via courier. LED Blue status light no longer even flashes when plugged in. Probably the simplest most non confusing example of a problem which is not SIMPLY A BLOWN BULB.

Total time with a non working projector = 93 days as @ 13/7/07... and climbing. I’m shopping for a new projector now... needless to say it definitely won’t be an Acer!!