I purchased 2 chromebooks last year within a week of each other. This year, within a week of each other both had the screen spontaneously crack, blanking out the upper left corner and producing pixelated lines through the balance of the screen. I have read a number of online posts where the same thing has happened to many others. This seems to be an issue with the product. How do I go about having acer replace the system or screen on my 2 investments. We were very pleased with the product and company until this happened. Now 2 systems are completely down in my house. Thank you in advance for your help in this matter.
PLEASE NOTE. THE FOLLOWING MESSAGE IS POSTED WITH SARCASM. Well in messaging with The Acer representative on Facebook, I was told there is nothing Acer could do. Thank you Acer! Thank you for looking into the issue as maybe a defect in product in your supply chain being many others are having the same issue. Thank you for acknowledging that it was odd that the issue happened with in a week of each other to not one but 2 of your products that were purchased a week apart from each other. Thank you for options to PAY to have it fixed. If this is what customer service is, I will do without! I am floored at your companies lack of due diligence in the matter and unwillingness to look into the issue. You have lost a customer.
I'm sorry to hear about your displeasure with Acer as well as your chromebooks. I can certainly understand your frustrated, but glass and LCD panels don't spontaneously crack. There has to be some pressure applied that would cause the crack. The C710 Chromebook has been manufactured and sold for about a year. If there was a defect with the C710 that caused screens to crack on their own, our engineers and analytics team would have identified those issues by now.
With that said, I've talked to our Level 2 Support team, they've agreed that could bring one of the systems in for repair, we'll cover shipping, and let our repair facility review the unit and determine what the cause is and if charges should apply. If you're interested, please send me a private message with the following information and I'll forward it to our support team so that they can contact you.
Remember to mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will make it easier for others to find the same information. Use the Give Kudos button to offer a thumbs-up for good post content and a pat on the back to the author.
I have an acer c720 which has cracked in exactly the same place as yours has I have had the same knock back from technical support this seems to be more of a problem than acer are admitting and to the user who says screens do not spontaneously crack then how is it now 3 machines have got exactly the same damage just from opening the lid?? Surely a product has to be fit for purpose and to call itself a lap top it needs to open and close without breaking
The same thing has happened to my screen. I have had it for 1 year. The students at my school were also all given the same computer and the screen has "cracked" on most all of those computers. I've watched students typing away on a beautiful screen and then a moment later etch a sketch lines pop up. I had etch a sketch lines pop up for a long time that would go away. Now I have permanent lines that look like scratches on the bottom of my screen - they remind me of dog or cat scrathches on old big screen tvs. I have zero hope that Acer will help me with this problem or even recognize the problem. It's too bad because otherwise it's a great machine.
The same thing happened to me! Had it for 10 days, went to use it & the screen was 'cracked'. I'm not technical but the pixels in the screen had gone & I can no longer use it. I took it back & was told I need to pay for it to be fixed & was accused of damaging it myself. This is advertised as a 'portable' device you can carry around with you. Mine didn't leave my room & has broken. Has anyone got any advice?
Uali, mabey you are one of the lucky ones. My sons acer chrome 720 cracked whilst he was using it, according to currys it is a fault, according to Acer it is not their problem! This is despite being told by an acer csa that the screens are (in his words) FLIMSY. fantastic customerservice, i dont think!!!!!
Our friend and comrade IronFly has reached his 10,000th post to our little Community. During the last 4 years he has helped countless Acer customers providing help, advice and answers. The Acer Community team feels honored to count you as our friend. Thanks IronFly!