2011 Acer Corporate Responsibility Report - Acer Group

49
Customer Service
Product Alerts and Recalls
In the event of a product alert or recall, Acer publishes the details
needed by customers on the “Alerts & Recalls” section of its various
national websites so that customers can find out whether their
products are affected and, if so, what action to take. In addition,
our Contact Centers proactively reach out to affected customers
and help them resolve their problems.In 2011, nothing related to
consumer health and safety concern occurred.
Customer Privacy
We do everything we can to protect our customers’ confidential
information. We strictly observe Acer’s privacy policy, demand that
all Acer employees strictly protect the confidential and proprietary
information of our customers, and incorporate data security
technology in our products to protect the personal information of
consumers. We have adopted separate measures on the following
three levels:
Hacking Incident
In June, 2001, a security breach resulted in the release
of customers’ information from Packard Bell server unit
in Acer Europe. Customers’ names, addresses, phone
numbers, email addresses and product serial numbers
were accessed by a hacker group called the Pakistan
Cyber Army (PCA). After internal investigation, we have
concluded that other personal and credit card information
remains secure.
Product Alerts and Recalls
All the personal information provided by
clients for logging into Acer’s website and
making purchases is rigorously controlled and
protected. A designated email address (privacy_
officer@acer.com) has been set up to handle
complaints worldwide related to privacy issues.
Client Data Privacy Protection
Protection of Confidentiality
During Repair
Incorporation of Data Security
Technology in Acer Products
2011 Acer Corporate Responsibility Report
We at Acer constantly update data
security technology and help our
clients control their data via both
hardware and software installations.
We comply with personal information protection laws such as the European Data
Protection Directive. Engineers at all of our service stations sign confidentiality agreements
and may not copy, share, or distribute data on customers’ hard disks; before undertaking
repairs, they present a list of service items to for customers to verify so as to assure their
privacy rights. Authorized Service Providers must also sign similar agreements.