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End-to-end Customer Service

Acer' success depends on the trust our customers have in us. Since the company' founding, we have demanded of ourselves constant improvement in quality. From product design through production to after-sales service, we continually strive for innovation and improvement, all while also complying with domestic and foreign legal requirements for performance and customer safety.

Acer' vision is to become a leading brand that creates better lives through innovation and customer care. We firmly believe in the pursuit of quality in everything we do, and that this approach will ensure we remain competitive. To ensure our customers are satisfied, we actively strive to understand their needs and to develop better, easier to use products and services that meet, or even surpass, expectations. In this way, we create greater value for our customers.

Customer Service Systems and Mechanisms

Global Customer Relationship Management System

A good system is fundamental to excellent customer service. To improve customer service, we developed the Acer Customer Service System (CSS) to centrally manage Acer' directly-managed service centers, authorized service centers, professional maintenance companies, telephone service support centers, spare parts planning and warehouse management, as well as managing customer interactions through the network. In this way, we can ensure improved service speed and quality. This system is already in use in Europe, the Middle East, Africa, Asia-Pacific, and the Americas, with a dedicated system for the China and Taiwan regions, providing customers around the world a better quality of service.

In addition, we have also improved the functions of the customer relationship management system, providing customers with a mobile application through which they can make inquiries and can track service requirements. Technical service engineers can also work online. In order to improve maintenance quality and reduce maintenance time, all regional service centers also make use of the Acer Diagnostics Suite (ADS). With the introduction of the ADS into maintenance centers, the system returns test results to the CSS to provide the basis for repair work, thereby improving diagnostic accuracy and improving the rate of second repairs.  

The new Global Customer Relationship Management System (Version 8) uses the latest technology to strengthen and integrate processes across regions. In 2020, this management system was extended to maintenance centers in Central and South America. This system can also support a variety of service needs across product combinations and brands. In addition, Europe uses the new Version 8 system for corporate customers, improving the service and support provided to them and providing service for products beyond just computers.

To improve security, all Global CRM System applications have been upgraded to OS/SQL 2012 to support Acer's regional and service business needs in 2021.

Multiple Service Channels

Acer is devoted to helping customers understand the features of our products and services, and to using a variety of methods to understand what our customers need. Our customers should feel free to contact us at any time and provide comments and suggestions through the following channels:

Online Downloads and Support

Telephone Service Support Center/Tech Support

Acer Service Centers

Authorized Service Centers and Professional Repair Companies

International Travelers Warranty Service Center

Acer Web Master (customer complaints handling process and mechanisms)

Acer Community: Online Communications, Prompt Responses

The Acer Community website provides customers with an online communications channel that enables them to post their problems at any time and receive prompt, accurate responses from other Acer Community members. In 2021, Acer Community reached a total of 470,750 members, 29,583 new posts discussing of problems, 138,854 posts sharing opinions, and over 5,200 solutions. A total of 10,182,304 visitors viewed the site some 22,862,826 times that same year. In addition, in 2021, our ACE team added 5 additional superusers, for a total of 40. The website supports multiple languages, including English, Spanish, German, Portuguese, and French, providing channels that span borders.

In addition, Acer Support has accumulated 61,700 subscribers on Youtube, regularly releasing in-depth videos to explain the use of Acer products and providing users with a quicker, more intuitive way to understand the products they are purchasing.

Acer e-Academy: Helping Service Staff Solve Problems Better

To facilitate our worldwide customer service staff’s provision of the best customer advice and assistance, we established an online learning system (Acer E-Academy) in 2009 to provide professional knowledge training in new products, resolution of common product queries, customer skills, and standard processes to front-line customer service employees and operating unit employees, including an online evaluation after the course has finished. In order to improve the user interface and upgrade the coverage, Acer Europe introduced the eLearning portal in 2020 to provide professional training to internal staff on maintenance techniques and troubleshooting, with new courses covering a variety of areas continually being introduced. Through this system, we are able to provide staff with the latest product knowledge and enable them, in turn, to provide customers with better service. The courses aim to help users more effectively deal with customer
inquiries through a set of standard methods and, through a virtual journey, gain a full understanding of each product even without physically seeing it. 

In the Taiwan region, we also held in-house training in 2021 to teach service center staff how to use maintenance tools and new technologies, helping them provide more efficient service and better solve customer problems.

Self-Testing System: Enhancing Service Quality

Acer Care Center (ACC) is a software suite for optimizing Acer notebooks and desktops, helping users keep their devices in top condition. ACC can also link users to Acer’s support team to get them the assistance they need. ACC provides comprehensive service, including checks and updates, ensuring users can keep their devices up-to-date and running smoothly. Through the product support page’s functionality, this system can offer a dedicated page for each product by model and country. Customers can go to the appropriate page to download the product manuals and drivers, reducing the need to waste time searching for product support services.