Acer’s tech support just keeps improving. Last year the brand tied for fourth place with HP, receiving a B- overall. That was an improvement over the C+ it received in 2011. Acer’s upward trajectory continues in 2013, as the company has softened its approach to “how-to” questions that aren’t covered under a notebook’s standard warranty.
Further enhancements to the company’s support services include a new Acer Community portal available through the Acer website. It allows users to connect with each other for peer-to-peer support. Acer also says it has also posted more than 75 new instructional videos to its YouTube page to help users resolve issues concerning their Windows 8 notebooks and apps such as AcerCloud.
A tweeted question about switching user accounts in Windows 8 to @AcerAmerica got answered in just 8 minutes.
To test Acer’s support, we asked how to set up AcerCloud software on an Aspire V3 laptop, how to connect Bluetooth speakers and how to add a second user account to Windows 8.
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Acer’s Support homepage makes finding information extremely easy. A Top Answers section offers solutions to the most commonly asked questions for all products, notebooks, netbooks and Chromebooks, tablets and other Acer devices. You can also choose to search for answers to questions for your specific device using the serial number or keyword.
Clicking on the Get Support tab gives you access to Acer’s Contact Acer phone support and Ask Acer live chat pages. To use Acer’s phone support, you need to have your notebook’s SNID handy to verify that its warranty is current. We conducted a live chat with Hemanth K. and asked how to set up an Acer Cloud account account. Hemanth quickly located the tutorial on Acer’s support page and sent us the appropriate links in about 3 minutes. Acer has stopped offering technical support via email.
To test Acer’s social support, we tweeted a question asking how to switch user accounts in Windows 8 to @AcerAmerica. We received a correct answer in just 8 minutes. Unfortunately, we never received a reply when we asked the Acer Community Facebook page how to set up an AcerCloud account. At least offers prominent links to its support site from its Facebook page.
We made phone calls to Acer’s tech support number on three different occasions and received the correct answer to our questions two of the three times. During our first call, Ash (located in India) had difficulty explaining how to open the Control Panel in order to add a new user account. He also ran into trouble telling us how to create an account at first, though he eventually walked us through the process successfully. Overall, the call lasted 10 minutes and 14 seconds, with about 1 minute spent on hold.
During our second call, Thapa, also located in India, took just 5:22 to correctly explain how to set up and AcerCloud account. Our third phone call was the shortest of all, lasting just 3:38. Raghu, once again located in India, quickly told us how to connect a pair of Bluetooth speakers to our laptop. Once finished, he asked if we knew a lot about Windows 8. When we told him we didn’t, he offered to email us information about the operating system.
Acer still offers its fee-based Answers by Acer service, a third-party support hotline that costs a steep $19.99 to answer a single question. During our previous experiences with Acer’s support staff, we were repeatedly told to call Answers by Acer for basic issues. This year, however, Acer representatives never pushed the service on us. They simply helped us.
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Acer has continued to improve its technical support for the fourth year in a row. The company’s decision to allow support representatives to answer more how-to questions paid off nicely, and the cleaner layout of Acer’s support website makes finding frequently asked questions far easier. We also appreciated the quick response we received on Twitter. Though we did run into some trouble with its phone support, and never received a reply from the Acer Community forum, we are still more than pleased with Acer’s improvements.