We requested service from Acer Africa for a failed HDD. Advocate Solutions were assigned and booked to attend the callout.
When the Tech arrived we asked if we could keep the old drive for a day or two to attempt to copy some of the data off. He requested that we call his offices.
I spoke to Nikita from Advocate Solutions who categorically said "NO". I asked to speak to a superior but was told that this was not possible. I realised at this stage that compromise was not going to be achieved easily.
I called Acer Africa to see if anything could be achieved from this angle. I spoke to a call centre agent who was also surprised with their inability to compromise or be helpful. He in turn called Advocate and spoke to Nikita. The same answer was given to him (Why does Acer have no leverage over their Outsourced support)
At this stage I gave up! It was clear that this was a battle of wills and customer service was of no concern. I concede, well done Nikita and Advocate Solutions... You win. Acer, you lose... a customer.
Never had a problem with Dell doing this!
Other Brands come to mind who have lost market share due to poor outsource choices. Acer, are you heading in this direction?
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