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Customer Service Update: Coronavirus Outbreak (COVID-19)


26-March-2020: Important Information for our New Zealand Customers

In response to the Coronavirus Outbreak (COVID-19) Alert Level 4 category mandated by the New Zealand government coming into effect as of 11:59 PM 25-March-2020 (New Zealand local time), Acer Computer New Zealand wishes to advise our New Zealand customers that we are restricted to only servicing devices used for ‘Essential Services’ (i.e. devices used for education, government, law enforcement, health and medical services etc.).

As such we regret to advise that during this period of Alert Level 4 lockdown, we are unable to service any product/device not classed to be within the ‘Essential Services’ category and therefore not permitted to undertake any repairs or servicing for such customers.

We sincerely regret this inconvenience and do appreciate your understanding in this matter. We look forward to resuming our normal services when the government mandated restrictions are removed.

Thank You
Acer Computer Australia and New Zealand


26-March-2020: Update to Acer’s Oceanic Contact Centre Operations

Acer Computer Australia and New Zealand wishes to advise that we are still in the process of finalising negotiations to ensure our operational compliance with the appropriate Philippines Government authorities.

As of 26-March-2020 we can confirm that Acer’s Oceanic Contact Centre has begun to operate with limited capacity. We have contact centre staff responding to electronic support tickets whilst our technical teams are working to restore phone queues and voice systems. We kindly ask customers to please continue using Acer’s online ticketing system and self-help options available through the following links while we continue to work towards restoring our normal phone services.

Our team are working very hard to clear any backlog and keep ticket response times to a minimum. We appreciate your continued patience and understanding, and wish our customers and our people safety and well-being during this very challenging time.

Thank You
Acer Computer Australia and New Zealand


17-March-2020

Due to the global Coronavirus outbreak and Pandemic declared by the World Health Organisation, the Philippines President has directed the Ministry of Health and other Government authorities to issue a mandatory lockdown across the Metro Manila region. This has regrettably resulted in unplanned disruptions to Acer Oceanic Contact Centre operations located across The Philippines. As such there are widespread disruptions to all transport services across the Metro Manila region and restrictions to our call centres.

In compliance with the Lockdown Order imposed by The Philippines President, Acer is working very closely with our global contact centre partners and Philippines government authorities to restore our call centre operations as soon as possible. We understand and realise that whilst the global Coronavirus Pandemic and mandatory lockdown is outside of our control, this has regrettably affected our ability to service our customers.

Whilst we work to restore our normal contact and support pathways, we would like to refer customer to access the self-help, knowledgebase and online helpdesk services available online at https://www.acer.com/ac/en/AU/content/ask-acer

You may also raise an online support ticket at https://au.answers.acer.com/app/ask

For all Acer Online Store order tracking, product information and sales queries, please email a detailed description of your enquiry together with your contact details to acerstore.aca@acer.com

We sincerely apologise for not being able to provide the level of service we endeavour to achieve during this difficult time, and are working very hard to restore normal operations as soon as possible.

Thank You