Acer — Poor customer service response

Acer Support Team,

I am writing in response to your email dated 27 June 2025, in which you denied my request for a replacement of a newly purchased Acer laptop (Serial No. UNQPFSI00A51107D680700) despite a confirmed motherboard failure and repeated issues under Case ID 900009C. New Observation is issue with the battery.
It appears that Acer and Amazon may be misleading customers by selling products that are either defective or potentially refurbished without proper disclosure. My experience with the Acer Nitro V 15 has raised serious concerns about product quality and post-sale support. Despite repeated issues and service requests, the problems persist, and neither party has taken full accountability.
Your refusal to replace a clearly defective product is not only unacceptable but also in violation of the Consumer Protection Act, 2019. As per the Act:
• Section 2(10) defines a product as defective if it suffers from any fault, imperfection, or shortcoming in quality, performance, or standard.
• Section 18 grants consumers the right to seek redressal against unfair trade practices and defective goods.
• Section 39(1)(a–d) empowers the District Consumer Disputes Redressal Commission to order replacement, refund, and compensation for mental agony and financial loss.
Additional Observation:
Upon further inspection, I have identified a critical issue with the battery of the device:
• Design Capacity: 58, 751 mWh
• Full Charge Capacity: 36, 375 mWh
This significant drop in full charge capacity indicates premature battery degradation, which is unacceptable for a newly purchased device and further supports the claim of receiving a substandard product.
Given that:
1. This is the second occurrence of the same issue.
2. The product is under warranty and has failed within a short period of purchase.
3. The issue has caused mental harassment, professional disruption, and financial loss.
I am left with no option but to initiate legal proceedings unless the following demands are met within 7 days of this notice:
• Immediate replacement of the defective laptop with a new unit of the same or higher model.
• A written apology acknowledging the inconvenience and delay caused.
If no satisfactory action is taken by 3 July 2025, I will proceed with the following:
1. File a formal complaint with the District Consumer Disputes Redressal Commission.
2. Seek compensation for mental agony and loss of productivity.
3. Publicly share this experience across social media, consumer forums, and review platforms to warn other potential customers.
This is not merely a product issue—it is a matter of consumer rights, brand accountability, and ethical business conduct.
I sincerely hope Acer will act responsibly and resolve this matter without further escalation.

Acer Support Team,

I am writing in response to your email dated 27 June 2025, in which you denied my request for a replacement of a newly purchased Acer laptop (Serial No. UNQPFSI00A51107D680700) despite a confirmed motherboard failure and repeated issues under Case ID 900009C. New Observation is issue with the battery.
It appears that Acer and Amazon may be misleading customers by selling products that are either defective or potentially refurbished without proper disclosure. My experience with the Acer Nitro V 15 has raised serious concerns about product quality and post-sale support. Despite repeated issues and service requests, the problems persist, and neither party has taken full accountability.
Your refusal to replace a clearly defective product is not only unacceptable but also in violation of the Consumer Protection Act, 2019. As per the Act:
• Section 2(10) defines a product as defective if it suffers from any fault, imperfection, or shortcoming in quality, performance, or standard.
• Section 18 grants consumers the right to seek redressal against unfair trade practices and defective goods.
• Section 39(1)(a–d) empowers the District Consumer Disputes Redressal Commission to order replacement, refund, and compensation for mental agony and financial loss.
Additional Observation:
Upon further inspection, I have identified a critical issue with the battery of the device:
• Design Capacity: 58, 751 mWh
• Full Charge Capacity: 36, 375 mWh
This significant drop in full charge capacity indicates premature battery degradation, which is unacceptable for a newly purchased device and further supports the claim of receiving a substandard product.
Given that:
1. This is the second occurrence of the same issue.
2. The product is under warranty and has failed within a short period of purchase.
3. The issue has caused mental harassment, professional disruption, and financial loss.
I am left with no option but to initiate legal proceedings unless the following demands are met within 7 days of this notice:
• Immediate replacement of the defective laptop with a new unit of the same or higher model.
• A written apology acknowledging the inconvenience and delay caused.
If no satisfactory action is taken by 3 July 2025, I will proceed with the following:
1. File a formal complaint with the District Consumer Disputes Redressal Commission.
2. Seek compensation for mental agony and loss of productivity.
3. Publicly share this experience across social media, consumer forums, and review platforms to warn other potential customers.
This is not merely a product issue—it is a matter of consumer rights, brand accountability, and ethical business conduct.
I sincerely hope Acer will act responsibly and resolve this matter without further escalation.

Hi Abhay Kumar,
Acer India Pvt. Ltd.
Subject: Formal Complaint Regarding Repeated Hardware Failure and Request for Immediate Replacement – Violation of Consumer Rights

I am writing to express my deep dissatisfaction and frustration regarding the repeated hardware failures in the Acer laptop I purchased on 11.05.2025, which was intended to support my academic studies. This is the second Acer laptop I have purchased, and both units have suffered from identical issues related to the battery and motherboard, indicating a serious defect in your product line.
Despite Acer’s reputation as a reliable brand, my experience has been nothing short of distressing. The most recent unit, purchased at a hefty price, has failed to function as expected. Your engineer replaced the motherboard just yesterday, yet this morning the laptop failed to operate without being plugged into a charger. This clearly indicates that the issue persists and was not resolved by the repair.
This ongoing problem has caused severe disruption to my academic year, resulting in mental agony, stress, and loss of valuable study time. I feel cheated and misled by Acer, a company I trusted for quality and reliability.
Under the Consumer Protection Act, 2019, I am entitled to a product that is free from defects and fit for the purpose for which it was purchased. The repeated failure of your product constitutes a deficiency in service and a defective product under Sections 2(11) and 2(10) of the Act. Furthermore, the continued malfunction after repair may be construed as unfair trade practice under Section 2(47).
I hereby demand the immediate replacement of the defective laptop with a new, fully functional unit. Failure to resolve this matter within 7 days from the date of this letter will compel me to initiate legal proceedings before the Consumer Disputes Redressal Commission for compensation due to mental harassment, academic loss, and financial damages.
Please treat this matter with the urgency and seriousness it deserves. I expect a written response and resolution at the earliest.

I sincerely hope Acer will act responsibly and resolve this matter without further escalation.

Do you genuinely expect customers to waste their valuable time participating in what appears to be trial-and-error R&D on a defective product for which we have already paid our hard-earned money? This is not only unreasonable but also deeply disappointing coming from a reputed brand like Acer.
Acer India Pvt. Ltd.
I strongly urge you to immediately replace this faulty laptop with a fully functional, fault-free unit. I must be allowed to resume my academic work without further delay. Your continued suggestions of ineffective and non-productive service options are only compounding my mental distress and academic disruption.
Additionally, I demand a detailed Root Cause Analysis (RCA) of these repeated failures. This is not just for my own understanding, but to ensure that no other student or customer is subjected to similar harassment and inconvenience in the future.