Problem was never fixed, now warranty is expired

klortho
klortho Member Posts: 5 New User
in 2015 Archives

My Acer Aspire V5 has had a problem since day 1 that makes it completely unusable.  We sent it in to get repaired twice, before the warranty expired . I have the case numbers of both of those.

 

Now, I want to try again to get it fixed, but it seems that every avenue to even contact customer support (except this forum) either requires me to pay, or requires a system with an active warranty.

 

I feel strongly that this problem should be fixed for free, because the problem first manifested when the system was still under warranty, and it was never fixed.

 

What can I do to contact Acer customer support and plead my case?

 

Thanks!

Answers

  • philetus
    philetus ACE Posts: 4,759 Pathfinder

    http://us.acer.com/ac/en/US/content/service-contact

    What is the problem with the laptop?

  • klortho
    klortho Member Posts: 5 New User

    It seems that the mouse hardware somehow causes spurious mouse events very often, and at random.  Both mouse-left-click and mouse-move events, although mouse-left-click events are much more often.

     

    It must be hardware, because:

     

    * Both times we sent it back, the problem was not fixed. My wife doesn't have a clear memory of what they did, but thinks they replace the keyboard once, and maybe reinstalled the operating system the next time

    * I had the OS reinstalled very recently -- the orig. OS was Windows 8; now it has Windows 7

    * It happens regardless of what mouse I use, or if I just use the touchpad.

     

    The effect is that it is very hard to type anything.  Whenever I type a line of text, I have to carefully position the mouse at the end of the line, so that when the mouse click happens, it doesn't effect the position of the cursor.  Needless to say, this is completely unacceptable.

  • philetus
    philetus ACE Posts: 4,759 Pathfinder

    "It happens regardless of what mouse I use" It does the same thing with a USB mouse? Are you using the Synaptics touchpad driver? If you (in Device Manager) uninstall the Synaptics driver,checking delete software, reboot and let Windows install a driver, is it better?

  • klortho
    klortho Member Posts: 5 New User

    I don't see "Synaptics touchpad driver".  I see (under "Mice and other pointing devices") "HID-compliant mouse" and "PS/2 compatible mouse".

  • philetus
    philetus ACE Posts: 4,759 Pathfinder

    If you click on the driver for both of them, do they both show Microsoft drivers? You didn't say if the same thing happens with a USB mouse.

  • klortho
    klortho Member Posts: 5 New User

    > If you click on the driver for both of them, do they both show Microsoft drivers?

     

    Yes.

     

    Yes, the problem happens with USB mice.  What other kind of mouse is there that I can use with a laptop?

  • klortho
    klortho Member Posts: 5 New User

    So, no one has advice about how I might contact Acer customer support about this?

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    klortho,

     

    I've sent you a PM in regards to this.

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