I purchased an Acer 620UT scanner on 4/12/00, and received it on 4/14/00, which made me a very happy person. What has not made me very happy is what has been going on since.

On Monday, April 17th, I connected the scanner to my PC and attempted to scan negatives, only to find an error message flashing upon my monitor. I called Tech Support and reported the error, and after an over the phone evaluation, was told to send it back to Acer Peripherals in San Jose, Ca. I was told by the Technician that it usually took five days from the time the scanner was received back by Acer Peripherals for a replacement scanner to be shipped back to me. The scanner was received by Acer on April 21st.

On May 2nd, I called the "customer service" 800 number to check on the status of my scanner. I do not recall the name of the representative I spoke to, but after giving him the delivery confirmation number of the returned scanner, I was assured that my scanner had been received, and since I had already waited well over two weeks for the replacement (which, obviously, had not been shipped to me), my new scanner would be Fed Ex'ed to me, and I would receive it in approximately three days.

On May 9th, I again called "customer service" 800 number to check on the status of my scanner. This time I spoke to "Jim". He asked me to fax him a copy of my delivery confirmation receipt, and I obliged. He bemoaned the fact that I did not have the signature of the person who accepted the delivery (I was not told to ship the scanner back "Return Receipt Requested", nor was I even told to ship it with a tracking number) and referred to the warehouse as having "issues". Warehouse "issues" are no concern of mine. Acer Peripherals may have problems with employees losing track, reshipping, cannibalizing or misappropriating defective products. I was again assured, this time by "Jim", that my new scanner would be Fed Ex'ed to me, and I should receive it in two days.

Which brings me to today, May 12th. As of yet, I still do not have a scanner which was bought and paid for, not to mention the extra expense of shipping it back to San Jose. I have just spoken to Customer Service Representative Supervisor, "Barbara", who again assures me my new scanner will be Fed Ex'ed to me today, and she will call me today with the tracking number. I have told her, quite honestly, that I no longer believe anything that anyone at Acer has to say.

So now, I am without a scanner, my credit card has been charged for a "purchase" which was defective to begin with, and which I no longer have, and I am also "out of pocket" for the return shipping cost.




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