Customer Service Update: Coronavirus Outbreak (COVID-19)
Important Information for Acer's Customers in Australia and New Zealand
Acer Computer Australia and New Zealand wishes to advise that we remain committed to supporting our customers, our partners and our people during these very challenging times brought about by the Coronavirus Pandemic (COVID-19).
Throughout this pandemic we have taken several key measures to ensure the services we provide to our valued customers remains operational with minimal disruption. We have increased the rates of cleaning and sanitation across all parts of our business (i.e. our contact centres, our service centres, production facilities and our corporate offices) in the effort to minimise the rate of infection within the community. We have further implemented strict screening measures of all staff and contractors working across all our sites, as we continue to monitor the heath advice and information from relevant local and global health authorities.
Whilst supporting our customers, partners and people remains our focus, the impacts of the Coronavirus Pandemic (COVID-19) has impacted the operations of our business, and this has regrettably caused inconvenience to our customers resulting from:
Extended transit time of incoming and outgoing services due to reduced air freight availability and changes to flight schedules, courier delays resulting from increased screening and sanitation measures, airport and/or port closures etc.
Restrictions placed upon our staff travel movements and access to our contact centre buildings, resulting from government-mandated lockdowns and transport interruptions - these restrictions have now been eased.
Increase in repair turnaround times due to the added sanitation, social distancing and handling measures needing to be implemented.
Acer Computer Australia and New Zealand remain committed to keeping all our service centres and contact centres open and operational. In light of these challenging times we have needed to make some temporary changes to the operational hours of our contact centres serving customers across Australia and New Zealand.
Our contact centres serving our Australia and New Zealand customers will operate between 9:00am and 6:00pm Monday to Friday Eastern Standard Time. These changes are temporary and we will endeavour to resume normal operations at the earliest opportunity. Our customer service contact details can be found online at:
Our service centres will endeavour to complete repairs within fourteen (14) working days of arrival to our service centre. We understand this is a very stressful and uncertain time for many people in the community. Our team are working very hard to minimise any delays and disruptions to our customers and sincerely apologise for any inconvenience the impacts of the Coronavirus Pandemic (COVID-19) has caused.
We appreciate your continued patience and understanding, and wish our customers and our people safety and well-being during this very challenging time.