They seem a bit inconstant with their instructions. Below is the email they sent me which is designed to cover them against damage etc.. I would take photos of your packaging and contents as they are an argumentative lot. _____________________________________ Dear XXXXXXXXX, Thank you for contacting Acer UK. Regarding your enquiry, We understand your concern. We request you to send your product to our repair centre in order to fix it. We have logged a case for the repair of your product under the case ID number XXXXXXXXX. By sending your product in for repair, you agree to abide by the terms and conditions of the limited warranty included with your product. Although not necessarily relevant to your case, we need to make you aware about one of the terms of the warranty states, should we deem the fault to be software related we will charge £ 70.00 including VAT. In accordance with the Terms and Conditions of our warranty you are advised to sufficiently pack your product/component for transit. This means the product has to have enough packaging (at least 5 cm of bubble wrap around the whole product/component either side) and be in a suit box (strong box not flimsy) to sustain the trip in a couriers van. If we receive your product with damage caused by insufficient packaging the repairs will be chargeable. To return your faulty product, please follow these short steps:- You will need to call our couriers, DHL, to arrange collection of your product on 0844 248 0555. Select option 1 for booking a collection, and option 1 again to book it on our account. You will be required to answer some short questions. Please have access to the following information before calling:- 1) Contract number is XXXXXXX. 2) Your name. 3) When asked if you are "Sending or Receiving" advise you are returning to Infoteam. 4) If they ask if it's an authorised return : Yes. 5) If they ask if you have a parcel label : No. 6) Your telephone number. 7) Your collection post code and building number. The service type is "Standard / One Parcel". 9) Package contents details : Acer Travelmate xxxx, Acer Aspire xxxx Etc. 10) Return delivery Address : Acer Warranty Account, Infoteam, Unit M, Eagle Road, Plympton, Plymouth, PL7 5JY. When sending the product:- If you are returning a MP3 player, handheld or camera, please include all leads and chargers with your product. If you are returning a computer please do not include any accessories (leads, adaptors, CDs, carry cases, monitor, keyboard, mouse etc). Please do not send the original box with the product as all incoming boxes are recycled, so if you wish to keep your original box please do not send it with the product. If there is any password on the computer please write it on a piece of paper and send it along with the box or remove the password. You can call us to let us know the password if you are not able to remove it. Please back up the data before it is sent across as we cannot guarantee your data will be preserved and send a photocopy of the receipt along with the box. Please ensure you remove dummy SD card/slot dust covers with your product, if any are present we cannot guarantee it will be returned. For advice on how to package the product, please log on to (Dhl's website) On the box you send with, please make sure the following details are written clearly: Our address details : Acer Warranty Account, Infoteam, Unit M, Eagle Road, Plympton, Plymouth, PL7 5JY. Your case ID number (see above) or the serial number of the product. Consignment number which courier will provide you. Please write your name, home address and case ID number (see above) or the serial number of the product on a piece of paper to identify your product when we receive it. Please ensure you send your product in, within a reasonable timeframe i.e. 1 month. Please keep the details handy for future reference. You can check the progress of scheduled repair by visiting our website and click on Service and Support>>Acer Customer Care Portal>>Case Status. For further assistance please do not hesitate e-mail us or to contact us on 0871 760 1000 (UK), 0818 202 210 (Southern Ireland). Respectfully, Acer UK Online Technical Support.

If it is still under warranty you should have had an email with instructions on sending it back. The key thing is point 4) it is an "authorised return" so DHL collect under Acer's contract number. Sending it back is the easy part.... what they do and how they deal with you remains to be seen! Good luck!

If it is still under warrenty you should have had an email with instructions on sending it back. The key thing is point 4) it is an "authorised return" so DHL collect under Acer's contract number. Sending it back is the easy part.... what they do and how they deal with you remains to be seen! Good luck!

If it is still under warrenty you should have had an email with instructions on sending it back. The key thing is point 4) it is an "authorised return" so DHL collect under Acer's contract number. Sending it back is the easy part.... what they do and how they deal with you remains to be seen! Good luck!

Really glad Adam-90 got some joy but I'd say for the time and effort it takes with these heel draggers £75 is less than the minimum wage! Customer service isn't the word we should use about Acer. I demanded to speak to a supervisor and got the arrogant reply that she will tell you the same. Nevertheless says I would like her to tell me what she thinks not you to second guess her. I already discussed it with her he said! So they had decided even before they spoke to me that I was a case for escalation! I insisted on speaking to this supervisor. "She will call you back today (Friday 26th Nov.) or early next week". Wednesday came another chap calls to tell me he is sending my keyboard back and that they can't help me without the computer. Why was the supervisor not ringing me? She's in a meeting! Since Friday? Huh delegation or fear? Whatever, it is just contempt for the customer's wishes. I told this last chap to sell me a key board then and if it works I'll claim a refund via CC if I have to. I'll give you the number for spares. Noooo You sell me a keyboard or get them to call me (spares is 10p per minute call!). Said I would write to thier head office. Another arrogant reply "it will only come back to us". I'm still waiting for the spares to call! They don't know the meaning of customer service they are only trained in robotic answers designed to frustrate you. You the customer are the enemy to be defeated like some computer game target. It is obvious from this and other forums they make no effort to help customers, in fact they seem to take some pleasure out of leaving you without the equipment they took you money for. Going to the Top now... MD. I wonder if that is where the rot starts?

Oh dear wish I'd seen this forum before I bought an Acer! Some keys on my keyboard on my Acer Aspir One netbook don't work. I contacted Acer and they told me (the usual as it seems!) that I should send the whole thing back. I said why? it it the keyboard at fault. Battle bagan...... I tested the computer with an external wireless keyboard and it works fine. So logically it is a duff keypad. After several obstructive emails I thought they had agreed to have the keyboard for testing. So I sent it. They rang and said they can't test it cos they don't have a computer to test it in! They are arrogant and obstinate. I said, if it was a desktop model would you need the whole computer back to test a keybaord? No they would test it on one of their computers! My keyboard is apparently an integral part of the computer and by removing it (3 clips, one pop and its out, not that technical!) I have invalidated the warranty. I don't want to send my computer back because of the time it will take to remove my personal data and reload everything when they reset it to factory conditions. Hours of work! They just quote terms of warranty blah blah....They offered to sell me a new keyboard. So presumably they think that will solve the problem which they are in denial about! They seem to have spent a lot of time setting up a customer complaints system designed to frustrate customers. All scripted and no room for flexible common sense. Might buy the keypad and then take them to county court for a refund and expenses of my time!