Acer India & Croma Retail — Poor support for extended warranty laptop

 
7 Reviews
Mumbai City District, Maharashtra, India
 rameshiyer
This is regarding my Acer Aspire 5742G notebook I had purchased at Croma Store, R-Mall, Thane (G.B. Road) 1.5 years back, with extended warranty for 2 years (beyond 1st year Acer warranty). In early Oct'12 my notebook developed some issue and refused to boot. On checking with Croma Extended Warranty Customer Care on[protected] I was amazed to know that for whole of Mumbai/Thane, one has to take the notebook all the way to Newtech Computers in Powai, the only Authorised Service Partners of Acer with whom Croma has a tie-up to service Croma-Ext War'ty Acer products. My surprise didn't end there. From a fellow Acer user at the Service Center I got to know that Newtech treats Croma Ext-War'ty on low priority, compared to Acer's warranty. i.e. it is advisable for notebook users to opt for Acer's Extended Warranty rather than from 3rd parties like Croma.

My notebook is diagnosed with some motherboard issue, and despite it being just 1.5 years old model, the Acer Service Center has said that the replacement motherboard is not available with Acer India (Bangalore) either and will be sought from USA. This speaks a lot about the service levels of a major notebook maker. Moreover, the Service Center refuses to give me the tentative resolution time as I have been using a hired PC at home for over 2 months now.

I would advise prospective customers of Acer / Croma to not opt for extended warranty by Croma on ANY product, and think twice before choosing Acer, which has no commitment whatsoever towards its customers on resolution of issues within warranty periods. My experience with HP notebooks (both on durability & after-sales service standards) has been far better.
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Acer — Acer 5742G notebook

I purchased Acer 5742G in febraury end.
Last month the audio jack just stopped functioning for which I submitted my laptop to service centre at vasai (micro age computers)

Since than it's been a month first the service centre recieved an i3 processor motherboard from banglore head office than after waiting for another 2 weeks they received motherboard with 512 mb onboard graphics memory.
Mine is an i5 processor with 1 gb graphics memory.

Still my problem is unresolved and even after tons of calls to customer service and talking to some of the officials at andheri and banglore they are not able to give me any date when the laptop will be available to me

Acer gives you international warranty but they are not even able to give service locally even in a metropolitan city like mumbai
Dear Customer,

Please provide us your purchase and contact details. You can also mail us on [protected]@cromaretail.com or arrange a call back from us by sending an SMS “Croma” to 56677

Regards,
Team Croma
Dear Ramesh Iyer,

Could you please share with us your contact details - phone no. and email id?.Please mail the same on acer.[protected]@gmail.com. As soon as we receive this our customer support executive will get in touch with you to resolve your complaint.

Thanks & Regards,
Acer India
Dear Team Croma,

I have been following up with your Extended Warranty Dept over phone ([protected]) and have been told that the required part (to be replaced on my Acer Aspire 5742G notebook) is yet to be made available to M/s Newtech Computers, Powai, Mumbai, even 50 days after I handed over my notebook to this Acer ASP.

Moreover, I had also written to Acer and got a prompt response that they have nothing to do with Croma Extended Warranty, indicating that 3rd party warranty customers will have to fend for themselves (or be at the mercy of Croma). Hence, I stand by my earlier statement in my original post / complaint that there is no point in taking Croma's Extended Warranty if it's not backed by the manufacturers. For expensive items like a notebook, I would much rather have it covered under warranty by Acer, the manufacturer, directly. If only I had known of this issue earlier !!!

Seems I have no choice but to hope and pray that Croma uses its "tie-up" with Acer ASP to get my notebook repaired at the earliest.

Regards,
Ramesh
Dear Team Croma,

After my follow-ups with your Extended warranty Team and posts in social media, my notebook was finally taken away from Acer's ASP and given to a more 'resourceful' service center in Mumbai who replaced the defective motherboard within a couple of days. I have collected the same last month-end and have observed that the notebook has been functioning well as of now.

Thank you for your intervention and for arranging resolution of my long-pending issue expeditiously.

Regards,

Ramesh
Hi i am getting same problem.and do not get any satisfactory response fom that side.

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    Acer India & Croma Retail - Poor support for extended warranty laptop