I'll keep you guys informed of how things will go. I ordered it from expansys Ireland because it was not sold on the UK website at the time (I am one of the first to buy it in the UK).
I registered my product. Then tried contacting them. First problem, could not select V370 from their drop lists.
Managed to contact them somehow and got the following:As per our records, I could see that the phone has been delivered and purchased in France.Regarding your enquiry, as you have contacted Acer UK.We are only able to assist UK customers with warranty and technical queries. If you select the link below and select your country, you will be taken to your local Acer website, where the Service and Support section will contain contact details for your local Acer service centre.http://www.acer.com/...ort/service.htm If you do not reside in France, then please let us know the place of your residence. For further assistance, please do not hesitate to e-mail or contact us on 0871 760 1000 (UK), 0818 202 210 (Eire), from Monday to Friday, between 09:00 and 06:00 PM, BST.
I replied:I am holding in my hand an invoice from Expansys UK Ltd, SL7 1EY, UK. I ordered the phone from expansys.ie. Order ref is xxx, invoice number: xxx-UK, date: 04-Jul-2013. As you can see, never in this process was involved France.
They replied:Thank you for providing the conformation and the details, I will update the records.Before that can you please conform once the serial number of the phone.To locate the serial number of the unit, you can use the link below. http://acer--uk.cust...etail/a_id/7828Regarding the query, I would like to inform you that from your description of this fault your phone may need to be brought into our repair centre for DOA assessment.• Store name and exact or approximate date of purchase.• Your name and address (From where do you want the product to be picked and delivered back to).• Contact telephone number (If you are providing your mobile number, please let us know if you want to be updated by SMS).• E-mail address• login password.We would like to inform, UPS will provide the packaging box for our customers at a cost of £15.50. This is a premium service and is an option provided to our customers.It is covered for insurance against damage in transit. UPS will take care of packaging and shipment. The UPS premium service is an option and its not compulsory.If you don't want to proceed with the premium service, you can send the unit to the repair centre by arranging the own packaging box. Please let us know if you would like to proceed with the option?
As you can see I am encouraged to pay an extortionate amount of money for a return. I only paid £10 to have it special delivered from Ireland, although the invoice came from the UK, so I suspect it was delivered from UK. How can they ask more money for a return than the money paid for the initial delivery??
They also missed some lines in the copy paste and made the message hard to understand. To me it sounded like they were asking me for my password and email.
I also did not like the fact I was asked for the serial number, even though my product was already registered!
I asked them about it, and they replied:Regarding the Ups premium service, premium service is an option provided to our customers and its not compulsory. some customers will accept it as it is covered for insurance against damage in transit.As your product is inwarranty, we will take care of the shipping free of charge, Ups premium service is a paid service optional not compulsory.Regarding the service centre: our service centre is based in Uk in Ashford, Kent, TN23 7SH.Please provide us the required details, so that we can book your product in for repair.
So let me get this, they will take care of the shipping free of charge now???? Check the previous email, they said I can either pay £15 for their PREMIUM service, or I can pay my own arrangements!
What is the truth ? I will soon find out I guess.
The whole system is silly, even though you have your product registered you are still asked for serial number and model and so on if you want to ask them anything.
Hope this will help others get a feeling of what they have to do in case of problems and what they will be facing if they decide contacting them.