I go to send off my Acer laptop to their repair center for the THIRD time. The first two times I paid for shipping and they did the work for free. Which was good, as they didn't fix anything either time. (Well, the first time they replaced the hard drive--supposedly--but that didn't really help much.)
This time my issue has been "escalated" to Level 2 and Acer is paying the FedEx shipping costs. The system is still under warranty.
What I asked for what either a refund or a replacement laptop. Apparently I need to get to level 3 for that.
It's all sort of darkly humorous at this stage. They sent me a FedEx shipping number and a list of authorized places to drop the laptop off at. But no address to ship it to. I asked if I was supposed to ship it to the same repair center that I used the first two times. They sent a reply repeating my question and then not answering it, instead stating that I can drop it off at any of the authorized locations they sent me earlier, but the shipping number is good for only 48 hours. Just in case, I copied that other address and I'm bringing it along. In case, you know, they want a shipping destination. Maybe the shipping number provides that, but it would be brand new in my experience if it did.
I suppose this is all marginally better than a company that sells the computer and refuses to honor the warranty or that never replies to any communications from customers. But I'm not reassured by the fact that no one at any stage in the process has asked me for followup details on the laptop problems when their fixes didn't work. It's kind of a paternalistic system (send it in, we'll fix it, don't worry), but the pater familias in charge seems to be senile.