Acer refurb, under warranty but not recognized

JackLR

My elderly mother purchased a factory certified refurbished Acer Aspire M5-581T that is now having hardware problems.  Windows 8, purchased on 4/26/13.

 

First problem:  it spins a very long time during boot, then gives a blue screen error, then reboots to recovery.  In recovery, none of the tools do anything.  Once selecting refresh, restore or advanced, it just hangs.  I suspect a memory issue, and prepared a bootable USB flash with a memory diagnostics.  However, I cannot get into bios or boot selection menu.  No combination of function keys or battery resets can interrupt its regular boot.

 

Second problem:  I cannot get support, even though the unit came with a 90 day warranty!  Entering the SNID in the phone system or online informs me that the unit is no longer under warranty.   I attempted to register and was told the serial is already registered.  Going though the submit support case proceedure, I am shown that it is registered to Teleplan Service Logistics.  With no way to modify the contact info, I have hit a dead end there as well.  

 

So, her warranty expires on 7/25 and I cannot get to anyone at Acer to find out why the warranty is not showing up.  Any thoughts?

 

Tommy-Acer

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