Wednesday 12.11.08: I had the bad idea of ordering an ACER laptop through laskys. The website is very easy to use and they have a very good range of products. The price was also very good. That's the only good part.
First problem: two days after purchasing (it was a Friday) the laptop I took a day off work and staid at home. I heard something coming through the letterbox and you can imagine my surprise as I found that it was a message saying that the laptop had been delivered at my neighbour's as I was "not in at the moment of the delivery". Tsk.
Second problem: I got the box from my neighbour. Everything seemed to be perfect and nothing was missing. Pity the laptop wouldn't even get started. I tried to charge the battery but it wouldn't work. Then I had another terrible idea: I called lasky's customer service. The person I spoke to, Joanne, was very polite; after asking what the problem was, she said that she would have arranged for somebody to come and collect the laptop on the following Monday. She also said that they would send me a new, working one immediately after receiving confirmation that the laptop had been collected. Fantastic, I thought. The morning after (Saturday) the same person called asking for the laptop's serial number, which I gave her immediately, and for Acer's case ID, which I should have got from Acer's customer support. Now, Acer's customer support is only available Mon to Fri... had she told me the day before I would have obtained that case id immediately... Still, it wasn't a big issue. I was confident I would have the problem sorted on the following Monday.
Monday 17.11.08: I obtained the number from Acer (they kept saying that a case id wasn't required for that) and called Laskys' customer service office. I tried to speak to the person I had spoken before, but another guy asked if I could call her back in a half an hour, as she was busy at that moment. I did so and somebody else said, instead, that she wasn't in on that day. I asked the new guy if he could deal with my case and he said that it would be better for me to call on the following day, for he didn't have all the details. I asked him to tell Joanne that I had called. He didn't even ask for my name. I HAD TO INSIST to give him my name.
Tuesday 18.11.08: Joanne doesn't exist, it seems. I spoke to a new guy. I insisted to be served by him and the line was cut. I spoke to a new person who got my details and said that the problem would be solved immediately. I also sent an email to be sure that the problem would be solved.
Thursday 20.11.08 Today I got an email saying that to solve the problem I should call Acer.
Now I wonder: is it possible that it took a whole week only to know that I had to contact Acer? I work in customer service myself and I'm absolutely appalled at how badly the case was handled.
I'll NEVER, EVER buy from laskys again.
News as on the 4th of December: the phone number I was given by laskys was wrong. I tried to call laskys several times but I NEVER got to speak to anybody. In the end I found the number to call Acer and they were brilliant. Only today I received the laptop. I'm actually writing from it.
Of course I'm confirming the fact that laskys.com sucks!
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Nov 20th, 2008
(Dec 4th, 2008)
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