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    Replace/ Repaid turnaround time

    I'm hoping someone here can help me.
    Does anyone know if there is a legislated turnaround time for a company to repair/ replace a faulty item?
    I bought and Acer monitor from Amazon in March, which developed a fault. I contacted Amazon late October who suggested contacting Acer to speed up the process. So I contacted Acer. After a few e-mails back and forth to confirm details they agreed to pick it up for repair, and told me it would be lifted within a few days. I boxed the monitor up, and over a week later a courier arrived for it. Two weeks on from that I sent Acer an e-mail asking for an update and I was informed that no parts were available to fix it, so I would be put on the list for a replacement which should take 10-15 working days. Yesterday was 15 working days up, so I contacted Acer today who have informed me there is still no change in the status of the replacement ticket.

    It's now over 6 weeks from they told me to box my monitor up, surely that isn't an acceptable timeframe to find a solution? Other than never buy another Acer product in my life, what can I do from here?

    5 Comments

    Request a new one.

    You shouldn't be dealing with the manufacturer at all - it's up to Amazon to sort you out. Your contract is with them.

    Yup, 28days is what we used to allow for such repairs/replacements at my old work place. After that the customer would be offered a replacement or refund of the current value.

    It's up to you...
    - Ask Acer for a brand new one (they will likely refuse)
    - Contact Amazon and ask for a credit voucher/replacement (they are unlikely to consider an outright refund without a fight)
    - If you paid by credit card you can contact the issuer and ask them for a full refund (this will still take 3-4weeks, bearing in mind the Christmas/New Year holidays)

    I suggest asking Amazon to replace it with a brand new one from their own stock, it will be the quickest.

    Tbh amazon will probably give a straight up refund, they have a great customer service team.

    I had an eee pc netbook which broke about 5 mths after i bought it. Called amazon, sent it back, they sent me a straight refund (even though they were now cheaper to buy elsewhere)

    SUMMONER;7302369

    Yup, 28days is what we used to allow for such repairs/replacements at my … Yup, 28days is what we used to allow for such repairs/replacements at my old work place. After that the customer would be offered a replacement or refund of the current value.It's up to you...- Ask Acer for a brand new one (they will likely refuse)- Contact Amazon and ask for a credit voucher/replacement (they are unlikely to consider an outright refund without a fight)- If you paid by credit card you can contact the issuer and ask them for a full refund (this will still take 3-4weeks, bearing in mind the Christmas/New Year holidays)I suggest asking Amazon to replace it with a brand new one from their own stock, it will be the quickest.

    Original Poster

    Thanks All.

    That gives me a few more avenues to explore anyway.

    Merry Christmas all
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