Hello. My model is the S7-391-6822 also. We purchased it...

JeffDude — Mon, 29 Sep 2014 02:32:06 GMT

Hello. My model is the S7-391-6822 also. We purchased it in Feb of 2013. About 6-7 months later (IIRC), we had this exact issue with the computer. We went through the forums and tried the steps they recommended. This included (a) trying a different power adapter and (b) trying the system reset hole as the previous post-er mentioned. Neither worked for us and so we sent it in for a warrantied repair. I don't recall the remedy that was applied (but, Acer, i can provide you with our SNID so you can look it up and confirm), but I'm pretty sure the battery was replaced. About another 6-7 months later, the same problem started again. We tried those solutions and neither worked, again. my question for Acer is whether or not this repair would still be covered under our original warranty since it is the same problem we were having while under warranty?

Regarding the earlier exchange on this mail about whether 9 failures should be enough to warrant a recall, I would like to offer my opinion. First of all, "recall" is a strong word, and there are many solutions that can precede this step. For example, from my company, we have provided a warranty extension for a particular issue that we found to be occurring at a higher rate than expected. So I'm sure Acer has options here that could help us out. The biggest red flag in the response from Acer support that I saw in this thread was the dismissiveness that was something to the effect of "9 units doesn't consitute a serious enough situation to warrant a recall." Anyone in customer support should know that for every individual that takes the time to contact customer support about an issue, there are 99 that never make that call. So now we're talking 900 units. The "me toos" that followed, mine included, give a hint to this. Secondly, the customer with 10 laptops is an even more interesting case that support should take seriously because of the failure rate in their concentrated sample set.

I have loved my acer laptops. We have two different models in our house and the industrial design and horsepower are both commendable. I look forward to a support response that gives me options for repair on my side or a re-repair of this known issue from acer to re-affirm my faith in their product line, for future purchases.

Thank you much for your time!

JeffDude Tracker

Hello. My model is the S7-391-6822 also. We purchased it...