S271HL - Warranty Claims It Needed No Repairs - I Got It Back with the Same Issue

A while back, I sent an S271HL monitor in for warranty repair. The issue was that the screen would not activate and the only thing that happened was a flashing amber power button instead of a steady blue button. The problem is that I got it back with the same problem I sent it in for. Smiley Sad

I got the monitor back today. On the first of two service order pages, under Problem Decription, I see:

c:cx told that unit dsnt turn on, only a power light flashes

a:did a self test, no go, so informed the cs about repair, cx agreed

r:scheduled the unit for repair

On the second page, I see this:

Computer Data | Accessories
No Acessories (No Box)

Software & Other Remarks:
surface scratches, no power

(Note from this poster: surface scratches? Where? I treated this monitor like it was made of crystal.)

Diagnosis / Repair:

Reported issue not noted. Monitor powers up with good, stable display. Monitor passed intensive system burnin testing over weekend, in excess of 63 hours, with no observed issues. At conclusion of extensive, intensive burnin testing, powered monitor off and back on several times; always powered up with a good, stable display, no issues noted. During testing, powered monitor off and back on several times; always powered on consistently with a good, stable display.

===============

So my friend has a power supply for his Acer monitor (a smaller one) that has 19v and 2.1A, just like mine. So I borrowed his power supply to test my monitor and I had the same issue: a flashing amber power button.

So the question is: Has anybody else ever encountered this with Acer? I'm going to call them, but I wanted to see if there were any opinions here at the same time.

Accepted answers

philetus

It sounds like it didn't work for the first tester and he kicked it up further for another tech to repair, but when that tech powered it on, it worked fine. I've been a mechanic all my life, in many fields and I have seen this same scenario many times. There is also the possibility that someone got lazy, but you can't prove it so, just contact warranty service again and tell them they need to take it back and fix it.

All comments

philetus

It sounds like it didn't work for the first tester and he kicked it up further for another tech to repair, but when that tech powered it on, it worked fine. I've been a mechanic all my life, in many fields and I have seen this same scenario many times. There is also the possibility that someone got lazy, but you can't prove it so, just contact warranty service again and tell them they need to take it back and fix it.

Schkryptoscape

Thank you for the reply.

The repair center I was working with is 220 miles from here. I'm thinking about taking it in personally if they can look at it again and show me themselves that it works. I was going to take my power box and cords, too. I'll just have to find out if they can do all that while I wait. I'd be willing to let them keep it and ship it back to me if they can't fix it the same day I tote it in there.

I can't imagine it being the video cable running from the graphics card to the monitor because when it's working properly (like when it was brand new), the power switch is a steady blue (as it should be) when the computer is off. Using HDMI made no difference.

I know this is irrelevant, but what's also irritating is the fact that my previous monitor was a CRT (NEC MultiSync FP2141SB 22") and it worked flawlessly for ten years before it went kaplooey. This Acer was two years and nine months old before it went bad. I just hate talking on the phone so much that I procrastinated until the day before the warranty went out before I called. Smiley Embarassed

philetus

If you have the time and feel like taking the drive, I'd say go for it.

Make copies off everything you got from them to take with you.

I hope they don't give you a hard time of it being out of warranty now.

Some of the old CRTs were built like the old Philco Ford TVs.

AngryAsir

To further add, I would also advise to film the issue, theres nothing better than documented proof in case you have to escalate the problem.

Mr Angry

p.S are you in the UK?

AngryAsir

Just to let you know I have serious issues with them the below link explains all

https://www.youtube.com/playlist?list=PL-IzWE4ltzfwQySDgGwWFykkkTJLesHPB

regards

Mr Angry

Schkryptoscape

I talked to them yesterday and sent it back to them today. They said it would be looked at by a higher-level technician, saying it could be an intermittent problem, or that something could have happened to it when they shipped it back to me.

I'll say something did happen. I got it back with a crack in the plastic casing around the screen. This is actually very irritating. I sent it to them in the original box it came in from the store, complete with the styrofoam braces, and I put that box inside a larger box that had five inches of padding (bubble wrap on the top and bottom, in addition to crumpled craft paper on the ends). This should have been packaging overkill, but I didn't care. I wanted it well-protected. I got it back in a much smaller box with foam padding against the screen and around the edges. There was nothing but open air over the back of the monitor. And it was damaged. I didn't notice the damage until I was putting it back in the box to be shipped back to them. But I was afriad something exactly like that would happen. I don't treat my equipment so carefully just to have it shipped around in substandard packaging. They should know that these shipping companies throw things around like beach balls.

I had it insured when I shipped it, but their pre-paid RMA label for FedEx probably didn't have insurance on it. I tried to add insurance when I sent it off, but they said they couldn't add insurance to a pre-printed label.

I got this monitor because of the fantastic reviews for its picture quality, and it has a very bright, crisp display, unlike the Dell monitor I'm borrowing, on which the display looks like it was used in a Bingo parlor with 500 heavy smokers. The whites aren't white at all, just kind of a dull white with a yellow tinge. However, this Dell monitor is OLD, but it's also an LED/LCD that has worked flawlessly for over seven years. I remember when I selected the Acer brand, I thought, "I want something good -- something better than Dell, which I think of as trash because I'm not impressed at all with their computers." (I've never owned a Dell, but my friend has had several and they're all junk, as far as I'm concerned: blue screens, freezes, slow, etc....)

I don't live in the U.K. I live in the USA.

Cory-Acer

Hi Schkrptoscape,

I'm sorry we weren't able to get this resolved for you the first time. I did find your unit in our repair center and I've messaged the team asking for a bit of visiblity to my end and I'll follow up on it.

I've also asked them to add expedited shipping to the repair so that once it's complete you get it back pretty quick. I'll be back with updates or ask our support team to reach out to you if there are any complications.

Thanks,
Cory

Schkryptoscape

Alrighty, Acer-Cory. Thanks for looking into it. I hated to bring it to the forum, but I had to ask for advice. I'm 45 years old and this is the first time in my life I've ever bothered to have warranty work done on anything. In fact, I think this is the first time anything I've had has ever needed warranty work. Of course, usually things I have break just after the warranty expires. I guess I lucked out this time. Smiley Happy

Schkryptoscape

Okay, I got the monitor back today (Wednesday), and it works. Thanks for replacing the cracked housing on it, too. The only thing that's strange is that while the monitor is turned on and displaying the computer's video signal (Windows desktop, etc...), the power button is illuminated in the amber stand-by color, not the blue color it used to have. I don't care about the color, but I just thought I'd point it out here.

At first I wondered if it was working because the screen was on, but it was black. I could still see the LEDs illuminating the blackness. I switched the TV over to the PC because I have the video card's HDMI going to the TV and the DVI going to the monitor. I found that options were set to span the display across multiple monitors, so I switched it to duplicate instead of span and that brought the desktop to the monitor, too.

I haven't tried rebooting or turning the monitor off and back on again. I'm afraid to do anything like that until I have to. I don't want to break anything.

Anyway, thanks to everyone who participated in this thread. It's greatly appreciated.

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