Complaints

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

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  Acer Service Corporation

  1394 Eberhardt Rd Temple, TX 76504-8832

  
• 

  Acer Service Corporation

  4535 Towne Centre Ct #2000 San Diego, CA 92121

• 

  Acer Service Corporation

  14303 Gateway Place Poway, CA 92064

• 

  Gateway

  3234 Crain Highway Waldorf, MD 20603

• 

  Acer Recertified

  5201 George McVay Drive Suite G McAllen, TX 78503

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:07/08/2025

  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.

  I purchased an Acer Nitro 5 laptop which has been defective from the start. I have gone through four Nitro 5 units three would not even turn on. The fourth was sent to Acer repair twice. After the second repair, it developed severe overheating, fan speeds of ******** RPM even during low-demand gaming (Roblox), blue screen crashes, and constant performance failures.I have been dealing with this since February 2025 and Acer refuses to replace the unit, only offering repeated repairs that make the problem worse.I request a full replacement or a full refund/store credit and both are denied Acers refusal to provide a working solution despite multiple failed units and repairs is unacceptable.

  

  Business Response

  Date: 07/11/2025

  July 11, 2025                                                                            
  
  
  
  Better Business Bureau
  1005 *********
  ***************
  
  
  
  RE:  Case# ********                ******** ********
  
  Thank you for your recent inquiry on behalf of ******** ********. 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. ******** regarding his Acer computer. According to Mr. ********* the computer returned from repair with multiple unresolved issues. The representative offered to have the unit reassessed by one of our senior technicians, but Mr. ******** declined this option. It appears that Mr. ******** is seeking either a replacement or a refund, both of which were unfortunately denied. However, we have extended an offer for repair services should he choose to proceed with further assistance.
  
  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: 07/11/2025

  Complaint: 23567275
  I am rejecting this response because:
  Acer is misrepresenting the full extent of the issue. I have received three Acer Nitro 5 units, all of which were dead on arrival, purchased from different online retailers (the one being referenced is the one from acer themselves). The third unit was sent to Acer's service center twice, and after the second repair, it returned in worse condition with new issues including extreme overheating (7000+ RPM fans), frequent blue screen crashes, and severe instability, even during basic use like opening a browser or running light games.
  In addition to this, the laptop no longer recognizes:
  A ** ***** SSD (fully compatible)
  Acers own pre-installed SSD
  This is clearly a hardware/firmware issue. Acer refuses to acknowledge the problem because I used a third-party SSD yet their own SSD also fails, showing that the device is inherently defective.
  These issues have gone unfixed after two repair attempts. A technician who signs off on a device in this condition cannot be trusted to perform a third repair. Ive already waited weeks each time for failed repairs and have been without a functional laptop since February 2025.
  Acer's response to offer yet another repair is unreasonable and unacceptable. The facts are:
  All three units were DOA
  Two repairs have already failed
  Each repair cycle takes two weeks or more
  This is not a one-time issue this is complete failure across Acers manufacturing, repair service, and support teams.
  

  Under Connecticut state law, this violates the implied warranty of merchantability, which ensures that products are fit for ordinary use. A gaming laptop that can't turn on, recognize its own SSD, or remain stable under light use is not merchantable. Acers continued insistence on repeat repairs with no meaningful resolution also raises concerns under Connecticut General Statutes Chapter 735a for unfair or deceptive trade practices.
  Further, under Acers own Limited Warranty **** 0914, PN: 46.AD148.008), the company is obligated to offer:
  (i) replacement parts; (ii) repair of the Product or replacement with a comparable product; or (iii) refund of the amount paid, less depreciation.
  After two failed repairs and worsening system condition, I am formally requesting a replacement or refund under the terms of Acers own contract.
  
  I have also filed a complaint with the *********************************************, and I will pursue legal and public action if this continues to be ignored.
  This complaint should remain open and marked as unresolved.
  Regards,
  ******** ********

  

  Business Response

  Date: 07/17/2025

  July 17, 2025                                                                            
  
  
  
  Better Business Bureau
  1005 *********
  ***************
  
  
  
  RE:  Case# ********                ******** ********
  
  The initial repair was requested because the unit would not power on. Upon receipt,the unit powered on without issue. We proceeded to update Windows and BIOS. The device passed all diagnostic tests and was returned to the customer.
  
  For the most recent service, the unit was sent in due to concerns that it was not recognizing a third-party *** and was reportedly running at approximately 70C.Upon inspection, the *** was recognized by both Windows and BIOS. During boot,the unit was observed to run at around 63C. It was also noted that several high-usage startup programs were installed, which may have contributed to the temperature readings.
  
  To ensure customer satisfaction, we proactively replaced the mainboard. Please note that the unit is not considered to be running at high temperature until it exceeds the upper 90s in Celsius.
  Acer stands behind its warranty. If Mr. ******** continues to experience issues, we are happy to inspect the unit again. However, a refund or replacement will not be considered at this time.
  
  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: 07/18/2025

  Complaint: 23567275

  Acers most recent response continues to misrepresent the facts and evade responsibility. I am rejecting this reply for the following reasons, all of which are thoroughly documented:
  1. Multiple Units Failed This Is a Pattern, Not an **********************start="2309" data-end="2312"> I have purchased four Acer Nitro 5 laptops three from different third-party retailers and one directly from Acer. All four units failed to power on out of the box. This points to a serious and repeated quality control failure.
  The unit in question purchased directly from Acer was sent in for service because it would not power on. After the first service, Acer fixed the issue and the unit was able to power on. However, it returned with new, more severe issues, including:
  Extreme overheating
  Fan speeds exceeding 7000+ RPM
  Crashes during basic use and light games
  Frequent BSOD (Blue Screen of Death) errors
  ***eral system instability
  It was then sent in for a second repair, where the mainboard was replaced but these issues remained unresolved and brand new issues began.
  2. *****************************************************start="3173" data-end="3176"> Acer claims the *** is recognized in BIOS, but this is not the same as functionality.
  Windows 11 setup does not detect the ***
  I have tested multiple working PCIe *** 4 M.2 ***s
  Even Acers own factory *** fails during installation
  The issue persists even with Intel drivers manually loaded
  This points to a firmware or controller-level defect, not user error. The laptop is incapable of performing the most basic task installing or running an operating system and therefore fails as a product.
  3. The *****************************************start="3742" data-end="3745"> Acer attempts to shift blame by claiming high-usage startup programs caused the temperature ****** That is absolutely false. The system:
  Overheats constantly
  Crashes before any apps are opened
  Has no startup bloat, overclocking, or customization
  Is tested with BIOS at default settings
  This is clearly a hardware issue, not a software or user configuration problem.
  4. System Malfunctions Begin in BIOS Independent of *****************start="4199" data-end="4202"> The system begins to overheat and spin its fans to extreme RPM levels even while idle in BIOS, long before Windows loads or any programs run. This confirms that the root cause is not related to software, startup apps, or user configuration but rather a deep hardware or firmware failure. A functional machine should remain cool and stable when sitting in BIOS. Acer has failed to address this core issue in either repair attempt.
  5. Two Failed Repairs = Breach of *****************start="4681" data-end="4684"> Acers Limited Warranty **** 0914, PN: 46.AD148.008) provides three remedies:
  (i) replacement parts; (ii) repair of the Product or replacement with a comparable product; or (iii) refund of the amount paid, less depreciation.
  Acer has:
  Attempted repair twice
  Failed both times to resolve the issues
  Returned the system in worse condition
  Refused to provide a replacement or refund
  This violates both the spirit and letter of their own warranty.
  6. Product Is Not Merchantable Violates State Law
  Under Connecticut ***eral Statutes 42a-2-314, products must be fit for ordinary use. This unit:
  Crashes during light tasks
  Cannot install or run Windows
  Overheats and locks up
  Has had two failed repairs
  It is not merchantable. Acers repeated refusal to refund or replace may also violate the Connecticut Unfair Trade Practices Act (CUTPA), Chapter 735a.
  7. Acer **********************************************start="5639" data-end="5642"> I have:
  Shipped the unit for repair twice
  Waited weeks without a working laptop during repairs and months with a laptop that barely functions
  Called multiple times to Acer technical support representatives who appeared unknowledgeable about basic computer issues, along with being disparaged and stonewalled by ****** (tier 2 support) who also denied corporate contact information until I filed a BBB complaint, where **** from Corporate contacted me telling me the exact same thing that I can get a repair and only a repair even though there have been 2 failed attempts.
  My point still stands: any technician who would approve sending this laptop back to a customer in its current state raises serious concerns about the feasibility of a third repair attempt.
  This is unacceptable and unprofessional treatment from a major brand.
  8. Final ***********************************start="6533" data-end="6536"> I have now:
  Filed a complaint with the *********************************************
  Submitted evidence to the Better Business Bureau
  Preserved all documentation for small claims court
  Consulted legal professionals regarding a class action escalation
  I have made every reasonable effort to resolve this. My only remaining request based on the damages, lost time, repeated failures, and statutory protections is:
  ?? A full refund, OR
  ?? A replacement unit that exceeds the originals value and specification to fairly compensate for months of disruption and unresolved issues
  This complaint remains open and unresolved.
  Sincerely,
  ******** ********

• Initial Complaint

  Date:06/30/2025

  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.

  Last year, my Acer laptop stopped working. Since it was within its warranty, I sent it to Acer for repair. Acer kept the laptop for more than one month (an unreasonable amount of time) and were ultimately unable to get it repaired.I then asked Acer to send a replacement instead of attempting another repair. However, the replacement laptop they sent would not boot and was completely unusable from the moment it arrived. So, I contacted Acer again about the faulty replacement. This time, instead of another replacement, I asked for a refund, and they agreed.Later, Acer contacted me and changed their position. They told me that because they had issued a replacement, the refund would be for the "replacement's value," which they claimed was only half of the laptop's price. They sent a check for just $715.50, when the laptop was originally bought for $1,430.99.This is incorrect. The replacement laptop was defective and unusable, so it had no value. The refund should be for the full price of the original laptop I purchased, not a worthless replacement they sent. Feeling I had no other choice after months of delays, I cashed the partial check in August, but this issue is not resolved. It is unfair that I have only received half my money back for a product that Acer never successfully repaired or replaced.Could you help me get the remaining half back? Thanks!

  

  Business Response

  Date: 06/30/2025

  June 30, 2025                                                                          
  
  
  
  Better Business Bureau
  *********************************************************
  
  
  
  RE:  Case# ********                **** **
  
  Thank you for your recent inquiry on behalf of **** **. 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. ** regarding the BBB. Last year Mr. ** asked for a refund and the representative said they would have to investigate this.  The representative called Mr. ** back and offered a prorated refund due to the age of the unit and Mr ** agreed.  The computer was sent back to Acer and the agreed upon prorated check was sent to Mr. ************ 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: 07/01/2025

  Complaint: 23535568
  
  I am rejecting this response because:
  
  I did not agree. There was no explicit agreement to accept a partial refund as a final resolution to my claim.
  
  Acers new justification of a "prorated refund due to the age of the unit" is invalid. My laptop failed in less than a year, while it was fully covered by its manufacturer's warranty. A warranty is a guarantee of a functional product for the specified period. The concept of prorating or depreciation does not apply to a clear in-warranty failure. My claim is for a failed product, not a used one.
  
  While Acer informed me they were sending a check, I never explicitly agreed to the partial amount or accepted it as a final settlement. After months without any other viable options, I cashed the check solely to mitigate a portion of my financial loss. Cashing a partial payment under these circumstances does not constitute an agreement.
  
  The facts of this case have not changed:
  1. My original laptop failed within one year and under warranty.
  2. Acer was unable to repair it after holding it for over a month.
  3. The replacement unit Acer sent was defective on arrival.
  
  Acer has failed to honor its warranty obligation. I maintain my request for the full remaining balance of $715.49.
  
  Regards,
  
  **** **

  

  Business Response

  Date: 07/02/2025

  July 2, 2025                                                                              
  
  
  
  Better Business Bureau
  ***********************
  ***************
  
  
  
  RE:  Case# ********                **** **
  
  Mr.** inquired about the possibility of receiving a refund due to issues he experienced with the service. After reviewing the situation, a representative offered a prorated refund, which Mr. ** accepted. The unit was subsequently returned to Acer, and a refund check was issued to Mr. ************ 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: 07/07/2025

  Complaint: 23535568
  
  I am rejecting this response because:

  This response from Acer is unacceptable and unproductive. It completely ignores the detailed rebuttal I submitted previously and simply repeats the same inaccurate claim that has already been refuted. Acer has failed to engage with the substance of my dispute.

  Acer's entire case rests on the unsubstantiated claim that I "accepted" a prorated refund, which amounted to only half the original price. For the record, I will state this again in the clearest possible terms: This is false. I never explicitly agreed to this offer as a final resolution.

  Since Acer continues to assert that an agreement was made, I now formally request that they provide the BBB with concrete proof of my acceptance. This proof must be an email, a signed document, or a timestamped call recording where I explicitly state that I agree to a partial refund of $715.50 as a final settlement. Without such proof, their claim is baseless.

  Furthermore, Acer has once again ignored the central point of my argument: a "prorated refund" is invalid for a product that failed within its full manufacturer's warranty period. My claim is for a breach of warranty, not a simple return of a used product.

  The undisputed facts of this case, which Acer refuses to address, remain:

  1. My original laptop failed under its full warranty.

  2. Acer failed to repair it.

  3. The replacement Acer sent was defective on arrival.

  Acer is stonewalling instead of addressing the facts. I reject their repeated, unsupported claim and maintain my request for the full remaining balance of $715.49. I ask the BBB to recognize this impasse and assist in compelling Acer to honor their warranty obligation.

  
  
  Regards,
  
  **** **

• Initial Complaint

  Date:06/23/2025

  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 writing to formally contest the denial of my warranty claim regarding my Acer laptop which has experienced a charging malfunction. The device is unable to charge using the original charging cable provided by Acer, necessitating the use of an alternative Type-C charging cable which does not provide sufficient power for the device's full operational capacity.FACTS AND CIRCUMSTANCES I submitted a warranty claim to Acer regarding my laptop's inability to charge using the original charging cable.Upon examination, Acer declined to honor the warranty claim, citing cosmetic damage to a plastic piece on the corner above the cooling fan.The cosmetic damage in question:Is entirely unrelated to the charging functionality Does not affect the device's operational capabilities Has no causal relationship to the charging port or electrical system The cooling fan remains fully operational despite the cosmetic damage to the adjacent plastic piece.Due to Acer's refusal to repair the charging issue, I am unable to utilize the full power of the computer as the Type-C charging cable provides insufficient power compared to the original charger.Furthermore, under the ********-**** Warranty Act (15 U.S.C. 2301 et seq.), which governs consumer product warranties in the *************, warranty providers must honor the terms of their written warranties and cannot impose unreasonable requirements as conditions for warranty coverage. Acer's refusal to repair a legitimate functional defect based on unrelated cosmetic damage appears to contravene both the express terms of its own warranty and federal warranty law.

  

  Business Response

  Date: 06/24/2025

  June 24, 2025                                                                          
  
  
  
  Better Business Bureau
  *********************************************************
  
  
  
  RE:  Case# ********                ***** *******
  
  Thank you for your recent inquiry on behalf of ***** *******. 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. ******* regarding the Acer computer. The computer was received with damages at the repair center that are not covered under warranty. If Mr. *******s would like to have the unit repaired there would be an out of fee for the repair.
  
  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: 06/24/2025

  To be absolutely clear: I did not submit a warranty request for the external damage to my device. The cosmetic condition has no bearing on the issue I reported, which involves a functional failure of the internal battery or the charging port. I am currently unable to charge the laptop through the designated charging port and must rely solely on the USB-C connector. This is not a minor inconvenienceit directly affects the laptop's performance. I am unable to switch to Performance Mode while gaming, which was a core reason for purchasing a gaming laptop in the first place. The external damage in question is purely cosmetic and does not interfere with any system functions. Therefore, it is irrelevant to the issue at hand.

  As stated in Acers own warranty terms:
   "COSMETIC DAMAGE OR EXTERIOR FINISH THAT DOES NOT AFFECT FUNCTIONALITY INCLUDING BUT NOT LIMITED TO SCRATCHED OR CRACKED DISPLAYS" may not be covered, this exclusion should not prevent warranty service for unrelated functional issues.

  This exclusion clearly does not apply to unrelated internal functional issues such as the one I have reported.

  Denying my warranty claim on the basis of unrelated cosmetic damage is not only inconsistent with the warranty's terms. It is legally questionable. A manufacturer cannot lawfully refuse warranty service for a functional defect solely because of unrelated cosmetic damage. I expect this matter to be revisited and my warranty claim to be honored in accordance with the actual terms of your policy.

  ***** *. Session III

  

  Business Response

  Date: 06/30/2025

  June 30, 2025                                                                          
  
  
  
  Better Business Bureau
  *********************************************************
  
  
  
  RE:  Case# ********                ***** Session
  
  The computer has busted plastics and a separating case.  The only way to repair the unit would be to fix the damage.  The warranty is void due to the damage, but the unit can be repaired for an out of warranty fee.
  
  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: 06/30/2025

  Complaint: 23501976
  
  I am rejecting this response because:

  Facts
  I purchased an Acer computer that came with a manufacturer's warranty.
  My computer has developed an issue with the DC connector that prevents it from charging properly using the original charging cable.
  This issue is completely unrelated to any cosmetic damage on the exterior of the computer.
  I had the computer evaluated by BestBuy's Geek Squad technicians who confirmed that the charging problem is related to the DC connector and is not caused by or related to any exterior cosmetic damage.

  Acer's denial of my warranty claim constitutes a violation of:
  Texas Deceptive Trade Practices-Consumer Protection Act (DTPA), Texas Business & Commerce Code ***** et seq., which prohibits false, misleading, or deceptive acts or practices in the conduct of any trade or commerce, including the failure to comply with warranty obligations.
  The ********-**** Warranty Act, 15 U.S.C. 2301 et seq., specifically 2304, which prohibits conditioning warranty coverage on factors unrelated to product defects.
  ************************ regulations, including 16 C.F.R. *****, regarding advertising of warranties and guarantees.
  Acer's own warranty policy, which states: "COSMETIC DAMAGE OR EXTERIOR FINISH THAT DOES NOT AFFECT FUNCTIONALITY INCLUDING BUT NOT LIMITED TO SCRATCHED OR CRACKED DISPLAYS" may not be covered. This explicitly acknowledges that cosmetic damage that does not affect functionality should not void warranty coverage for unrelated functional issues.

  I hereby demand that Acer:
  Honor the warranty for my computer by repairing or replacing the defective DC connector within 3 days of receipt of response and
  Provide written confirmation that this repair or replacement will be performed at no cost to me, as provided under the terms of the warranty.
  If Acer fails to comply with these demands within the specified timeframe, I intend to pursue all available legal remedies, including but not limited to:
  Filing a complaint with the ***************************************************** for violations of the Texas Deceptive Trade Practices Act;
  Filing a complaint with the ************************ for violations of federal warranty laws;
  Pursuing civil remedies through small claims court, which may include seeking damages, attorneys' fees, and costs as permitted by law.

   

  ***** *** Session III

• Initial Complaint

  Date:06/19/2025

  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 June 1, 2025, I submitted my Acer Chromebook (CB315-4H, SN: NXAZ0AA007421047987600) for repair under warranty. The issue was a defective *********** port which rendered the device ******************************* received the device and briefly marked the repair as In Progress. However, the repair status later changed to Suspended, and has remained there with no explanation or contact from Acer.I have called customer service multiple times. I was told the repair was queued to be assigned, then later told that the system is down and they couldnt see any of my information. No one has given a clear reason for the delay. I have documentation proving the warranty is still active and that Acer received my device over 2 weeks ago.I am extremely frustrated with the lack of transparency, poor communication, and apparent stalling by Acer. I want my warranty repair honored without further delay.

  

  Business Response

  Date: 06/19/2025

  Better Business Bureau
  *************************************************************************
  
  
  RE: Case# *******US ***** ****
  
  
  Thank you for your recent inquiry on behalf of *************** 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, spoke with Mr. **** regarding his complaint. Our member provided Mr. **** with a detailed explanation of the technicians findings, which confirmed a liquid spill inside the device. Photos of the affected areas were shared with Mr. **** via email.
  
  
  To resolve the issue, Mr. **** was offered a replacement device at a cost. As an alternative, he may choose to have the device returned to him as is. 
  
  
  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
  
  

  Customer Answer

  Date: 06/20/2025

  Complaint: 23490846
  
  I am rejecting this response because it simply and lazily reinforces the concerns I raised in my original complaint. To be absolutely clear: I sent in my Chromebook for repair under a still-active warranty after speaking with Acer customer service, who confirmed my eligibility and instructed me to ship it to their ********************************* center.

  I received no communication about any issues with my device for two full weeks, during which the status was first marked In Progress and then abruptly changed to Suspended without explanation. I only received an email from Acer (attached previously) after filing a BBB complaint.
  
  At that point, I was told my warranty would not be honored due to an alleged liquid spill or corrosion. I was then offered a replacement deviceat my own expense. This is not a replacement; this is a refusal of warranty service followed by a sales pitch.
  
  I categorically reject the assertion that I damaged the device. There is absolutely no  evidence that the corrosion occurred before shipment. Acer has provided no technician report, timestamp, or chain-of-custody proof that the damage was pre-existing. In fact, damage could have occurred during shipping, or while the device was in Acers custody.
  
  I request that Acer:
  
  Provide a full technician report, including the date of inspection and photos taken before any disassembly;
  Explain why no communication was made prior to my BBB complaint;
  And most importantly, honor the warranty repair as originally promisedor replace the unit at no cost.
  
  I have acted in good faith throughout this process. I followed all instructions, submitted documentation, and communicated professionally. I am simply asking Acer to do the same.
  

  Regards,
  
  ***** Pass

  

  Business Response

  Date: 06/23/2025

  Better Business Bureau
  ***********************
  ****************
  RE: Case# *******US ***** ****
  
  
  Thank you for your recent inquiry on behalf of *************** We appreciate the Better Business Bureaus efforts to resolve consumer complaints and to promote communications between businesses and consumers.

  Acer acknowledges Mr. **** frustration and the timeline of events. Upon creation of the request for repair, it is communicated to our customers that the review of the product is within 7-10 business days. The computer was assigned and inspected by a senior technician on June 18, 2025. The arrival of the device was June 9, 2025. The inspection revealed corrosion consistent with a liquid spill, which affects critical components including the mainboard, keyboard, and lower casing. This type of damage is not covered under the standard manufacturers warranty.

  We understand Mr. **** request for documentation. In response, we have provided photographic evidence of the damage and confirmed that the *** Type-C connector is directly connected to the mainboard, which further complicates repair feasibility.
  Regarding communication delays, we regret that Mr. **** did not receive any earlier updates. The status change to Suspended was due to the nature of the damage and internal review procedures. We understand how important timely updates are to our customers and strive to provide information within the time frame provided.

  While the warranty does not cover liquid damage, we offered Mr. **** a replacement device at a cost of $244.65 plus applicable tax. Alternatively, he may choose to have the original device returned as is. We also encouraged Mr. **** to explore insurance he may have subscribed to, or review credit card protection policies, which may offer coverage for accidental damage.

  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
  

  
  

  Customer Answer

  Date: 06/23/2025

  Complaint: 23490846
  
  I am rejecting this response because: 
  

  
  I find several aspects of Acers reply to be deeply misleading, inconsistent, and ultimately unsatisfactory.
  
  1. Re: Alleged Liquid Damage
  
  Acer claims my Chromebook (Model CB315-4H) shows corrosion consistent with a liquid spill affecting the mainboard, keyboard, and lower casing. However, I categorically deny spilling any liquid on this device. When I shipped it to Acer, it was fully operational except for the inability to charge, which was clearly tied to the USB-C port a known point of failure for this model, as public forums like Reddit, Acers own **************** and consumer complaint sites demonstrate.
  
  If liquid was truly present, I request that Acer explain how such a spill could affect only the charging functionality, while leaving all other components intact. Their own report and photographs show no catastrophic failure to the keyboard, display, or system board beyond speculative corrosion. Furthermore, the condition of the device when it arrived in ***** could have been compromised in transit or during inspection, yet I have received no verification of chain of custody or condition at receipt.
  
  2. Re: Warranty Circumvention via Standard Procedure
  
  Acers acknowledgment that the USB-C port is soldered directly to the motherboard raises a more troubling point. This design flaw is not unique to my device. I have since reviewed multiple user reports that describe the same problem: *********** ports on CB315 models failing inexplicably mid-warranty, only to be later denied repair under the pretext of liquid damage.
  
  This pattern suggests a broader systemic issue that conveniently allows Acer to avoid fulfilling their warranty obligations for a known hardware defect, especially when the cost of mainboard replacement is involved.
  
  3. Re: Replacement Offer
  
  Acer repeatedly claims they offered a replacement. What they actually did was quote me a full retail replacement price of $244.65 plus tax, which I could have paid independently without shipping my device off for 3+ weeks. That is not a goodwill gesture, nor a concession. That is an upsell masquerading as a solution.
  
  4. Re: Communication Failures
  
  I was not contacted by anyone from Acer until I filed this BBB complaint. I called multiple departmentsincluding Technical Support and Live Chatwho either could not access the system or told me the repair was queued to be assigned. No representative ever contacted me about a suspended repair, the alleged damage, or a possible resolution.
  
  Request for Resolution
  
  I am requesting that Acer either repair or replace my Chromebook under the terms of the original warranty, as the reported issuepower port failurefalls squarely within the scope of that warranty and there is no sufficient evidence that liquid damage caused the failure.

  
  Alternatively, if Acer maintains that repair is not possible, then I am requesting a replacement device at no additional cost, given the failure occurred within the warranty window and no fault has been substantiated on my part.

  
  If neither of these options is honored, I respectfully request that the BBB **** this complaint as unresolved, and I will explore other actions available to me, including formal complaints to the ***, state consumer protection offices, and a potential inquiry into deceptive warranty practices.
  
  Sincerely,
  ***** Pass
  
  Regards,
  
  ***** Pass

• Initial Complaint

  Date:06/17/2025

  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 an Acer Nitro V15 less than 6 months ago for $649.49. The device is no longer usable due to repeated system crashes, freezing, and failed Windows installations. After exhausting all troubleshootingincluding clean reinstalls and wiping the SSDAcer support acknowledged it needed repair.However, they are requiring me to pay for packaging and arrange my own shipping or travel over 3 hours round trip to a drop-off site, rather than providing prepaid shipping or local support. This is unreasonable for a product that failed under warranty.I believe that the cost and labor of repairing a warranty-covered device should not be placed on me, the customer, especially for a 5 month old device that is clearly defective.

  

  Business Response

  Date: 06/20/2025

  June 20, 2025                                                                          
  
  
  
  Better Business Bureau
  *********************************************************
  
  
  
  RE:  Case# ********                ****** ******
  
  Thank you for your recent inquiry on behalf of ****** ******. 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 Mrs. ****** regarding the Acer computer. The warranty on the unit does not cover the packing or shipping to service, however we have made an exception and provided a shipping label. The representative will follow up with Mrs. ****** after the service.
  
  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:06/16/2025

  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 writing to formally express my deep frustration and disappointment with the ongoing issues Ive faced with my Acer laptop, and more importantly, with the way your support team has handled my case.Within just 10 months of purchase, I have had to send in my laptop twice for repairwhich in itself is unacceptable for a new device. Most recently, I sent my laptop in for service and had to wait 18 days to receive it back. Shockingly, only one issue was resolved, while the camera and microphone remain non-functional.Prior to this, I clearly informed your representative over the phone that I cannot afford another long repair delay due to critical project work. I requested a replacement device and mentioned that I was even willing to pick it up from a nearby store. The representative agreed to this arrangement.However, I was later contacted by a senior technician who spoke to me rudely, dismissed the previously agreed arrangement, and told me outright that a replacement would not be providedoffering only an "expedited" repair of 23 days instead. This is not only unacceptable, it is entirely unprofessional.Let me be very clear:This entire situation stems from Acers failure to properly diagnose and repair the laptop the first ******* is not reasonable to expect a customer to repeatedly send their device for **********************, especially when the faults are not fixed.The dismissive and disrespectful communication I received from your senior support team amounts to harassment and neglect of basic customer rights.I demand that Acer take full responsibility for this situation. I am requesting either:An immediate replacement device, *** full refund, should a replacement not be possible.If this issue is not resolved immediately, I will be left with no choice but to escalate this matter further through consumer protection authorities and public complaint forums.I expect a prompt and professional response.

  

  Business Response

  Date: 06/20/2025

  June 20, 2025                                                                          
  
  
  
  Better Business Bureau
  *********************************************************
  
  
  
  RE:  Case# ********                ***** ****
  
  Thank you for your recent inquiry on behalf of ***** ****. 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. **** regarding the Acer computer. The representative agreed to expedite shipping and service to cut down on delays. The representative will also follow up with Mr. **** to make sure the unit is working properly.
  
  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:05/27/2025

  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.

  After installing windows 11, I attempted to download drivers for my Acer laptop from the Acer Support website, but Acer has removed all driver downloads for my laptop. After some Internet research, I found that Acer as a practice, has elected to remove drivers from their website for all laptops after 5 years. This is NOT industry practice, nor is it in any way acceptable for customers. this is clearly a deliberate example of "forced obsolescence" where the company attempts to force customers to purchase a new product. Industry definition of "no longer supported" is that the company will no longer update drivers, but removing them deliberately borders on malicious, as it makes it very difficult for customers fixing or upgrading their products.

  

  Business Response

  Date: 05/29/2025

  May 29, 2025                                                                           
  
  
  
  Better Business Bureau
  1005 *********
  ***************
  
  
  
  RE: Case# ********     ***** *******
  
  
  Thank you for your recent inquiry on behalf of Mr. ******** 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 reached out to Mr. ******* to discuss his complaint. We advised Mr. ******* that for self-download drivers from our support site, the information is available for nine years from the production start date, after that we offer them via our contact centers on a case-by-case basis.
  
  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: 05/30/2025

  Complaint: 23381741
  
  I am rejecting this response because: All major competitors in the industry, such as ****, ***, ******, and **** do NOT remove drivers from their websites as, once again, this is forced obsolescence. The representataive laid out an arguement that offering drivers on ther website more than 9 years incurs significant storage expense but this is simply untrue, as storage costs per Gigabyte constantly fall every year and besides, drivers are not very large. This is a bad busines practice and is nothing more than a thinly veiled attempt to force customers to purchase new devices if Windows needs to be reinstalled or a hard drive is replaced after their arbitrary 9-year ***** It is my hope that more tech-savvy customers like me complain, so average consumers begin to pay attention to this policy and put pressure on Acer to stop working against their own customers' best interests.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 06/04/2025

  June 4, 2025                                                                            
  
  
  
  Better Business Bureau
  1005 *********
  ****************
  
  
  
  RE:  Case# ********  ***** *******
  
  
  We do understand Mr. ******** position and apologize for any inconvenience he has experienced with how our drivers are posted and maintained on our website. Although drivers are not kept on our site indefinitely, in addition to providing them on our website initially, our products include a built-in tool that allows customers to create recovery media, which can be used to restore the system if needed. These recovery partitions contain all the original drivers and applications for the specific model product the customer has purchased. Therefore, maintaining this information beyond 9 years typically is not necessary as we do maintain a repository of the drivers and we are able to provide them on a case-by-case basis as needed.
  
  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: 06/06/2025

  Complaint: 23381741
  
  I am rejecting this response because:
  

  When Acer (and most other computer manufacturers) elected to cut costs by no longer packaging driver media with new computers, there was an implied contract that the drivers would be available elsewhere for customers if needed. Removing the drivers from their website is a violation of this implied contract, not to mention the hypocracy of cutting costs on the front-end by using their website instead of recovery media initially, and then cutting costs again by removing them from the website later.

  The tool to create "recovery media" as mentioned in the most recent response is not just drivers, but a full system image, and requires technical knowledge, as well as an investment of both time and materials for the end user to perform, and is therefore not a reasonable alternative.

  Lastly, it was also mentioned in the company's response that drivers are made available to customers on a case-by-case basis, but Acer does not offer support to customers with devices out of warranty, so how would that actually happen? It woudn't.

  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/23/2025

  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.

  The Acer A ***** tablet I purchased not even a year ago has started turning off on its own for what appears to be no reason. I attempted to contact Acer for help as I have a 157 days left on my warranty but I can not get support to answer the call. I sat on hold for an hour and 40 minutes today waiting. I was willing to get it fixed or replaced but with the way they have treated me I would rather return their product and get my money back now. I know it's not a lot of money but it is the principal that companies need to take responsibility. There is absolutely no damage to the product and I still have the original box.

  

  Business Response

  Date: 04/23/2025

  April 23, 2025                                                                           
  
  
  
  Better Business Bureau
  1005 *********
  ***************
  
  
  
  RE: Case# ********     ****** ******
  
  
  Thank you for your recent inquiry on behalf of Ms. ******* 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 reached out to Ms. ****** regarding her concerns. We have set up a replacement with Ms. ****** and let her know how to update her warranty and ship her product for replacement. Ms. ****** accepted our offer to replace her product. We will continue to follow up with Ms. ****** to ensure her receipt of a working product.
  
  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: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/23/2025

  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.

  Acer AV14 51 59UW PO#*********** Purchase Date4/20/25 The item arrived on 4/22/25. The first thing I noticed, was the charge light was constantly blinking, Let the computer charge for several hours, when attempted to boot up-the following messages appeared: Preparing Automatic Repair, then, Diagnosing your PC, then, Automatic Repair - Automatic Repair couldnt repair your PC. I then called Acer at **************** and was on the phone for 38 minutes with an agent named *****, I explained to him the concerns/problems. He asked for the **** #***********James then asked me if the computer was refurbished; I told him no as I purchased it through the Acer store online and no where in the advertisement did it mention the item was refurbished; and had that been the case, I wouldve never purchased the item. Then he mentioned that the item was out of warrantyI asked him could a brand new item be out of warranty if it was brand new. Then the conversation took a turn as he stated all items sold by Acer Store are brand new items. I was then asked to provide POP (Proof of Purchase), which I uploaded the invoice; ***** said that reinstate the warranty POP request #*******US. ***** was specifically asked several times if the computer was indeed a refurbished item, he repeatedly said no!The next conversation was with *** **************** Acer tech support. I restated to her the problems: 1) the computer wasnt charging 2) the repair messages, and 3) the concern regarding whether or not the computer was a refurbished item. *** proceeded to tell me the same thing that Acer Store does not sell refurbished items. She then asked for the **** number, and said the item as out of warranty; I asked how could that be possible. She stated that **** #s are recyclable; upon hearing this I realized that this was a scam and based on a web of lies.Essentially, I paid $379 + tax for a shell of a computer that System doesnt have Network boot options

  

  Business Response

  Date: 04/23/2025

  Better Business Bureau
  *************************************************************************
  
  RE: Case ******** ***********************
  Thank you for your recent inquiry on behalf of ******* ****.  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 *********** regarding her complaint.  We provided Ms. **** with an option to resolve her issue that was mutually agreeable.
  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: 05/07/2025

  Complaint: 23237981
  
  I am rejecting this response because:

  I have yet to receive a full refund for the defective item.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 05/12/2025

  Better Business Bureau

  1005 *********

  ****************
  
  RE:  Case# ******** ******* ****
  
  Dear Better Business Bureau,
  
  Thank you for your recent inquiry on behalf of Ms. ******* ****. We appreciate the Better Business Bureaus continued efforts to facilitate communication and resolve concerns between businesses and consumers.
  
  We would like to clarify that the refund process for Ms. ***** order was initiated on April 29, 2025. As previously communicated, refunds typically require 710 business days to process. The exact timing for the funds to appear in her account may vary depending on her financial institutions processing policies.
  
  To ensure this matter is fully resolved, the agent assigned to Ms. ***** case will be reaching out to her directly to confirm that the refund was successfully completed. We kindly ask for a bit more time for the transaction to be reflected in her account.
  
  We appreciate Ms. ***** patience and remain committed to resolving this matter promptly. We hope this response addresses the Better Business Bureaus concerns. Should you have any further questions, please do not hesitate to contact us.
  
  Best regards,
  Corporate Customer Care
  Acer America Corporation
  

  
  

• Initial Complaint

  Date:04/07/2025

  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 an Acer Nitro gaming monitor on 9/15/2024. Unfortunately, the monitor has been shutting off repeatedly after just a few minutes of use even after troubleshooting.I contacted Acer last week and spoke with a representative named *****. He confirmed that the monitor was still under warranty and instructed me to return the item for repair. The next day, ***** sent me a return shipping label. However, when I went to ***** on 4/1/2025, I was informed that the label had expired and could not be used.I immediately reached out to Acer again via the *** option and spoke with Keibher. He assured me that a new ***** shipping label would be emailed to me within one business day. This process took an unnecessarily long time (an hour and a half).On 4/3/2025, I returned to ***** with the monitor, only to find that the new shipping label contained a major error. The senders information was incorrectly listed as "***** *******"a completely different customer. If I had not noticed this mistake, Acer would have had no record of me (****** ******) returning my monitor, but instead, it would have been attributed to another customer entirely.On 4/4/2025, I called Acer again to report this issue, and I spoke with a representative named ********. I explained the situation, only to receive an extremely cold and dismissive response. His tone was condescending and unprofessional. He continued to be aggressive and refused to acknowledge my frustration. Furthermore, when I asked if a replacement monitor could be provided due to the ongoing issues, ******** ignored my request entirely and did not offer any resolution.I am extremely disappointed with Acers handling of my case. The multiple errors, lack of accountability, and poor customer service from ******** are unacceptable. I never expected to encounter such an unpleasant experience with a company Ive trusted. My case number is *******us, and I hope that you will address this matter promptly.Sincerely,****** ******

  

  Business Response

  Date: 04/14/2025

  April 14, 2025                                                                           
  
  
  
  Better Business Bureau
  1005 *********
  ***************
  
  
  
  RE:  Case# ********                ****** ******
  
  Thank you for your recent inquiry on behalf of ****** ******. 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. ****** regarding the Acer monitor. The warranty on the unit would be for service but due to the issues with support the representative agreed to expedite the service with a senior technician. The monitor is on its way back to Mr. ******* the representative will follow up to make sure everything is working as it should.
  
  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