BROKEN TABLET: SN# NTLBKAA0015*** ; B1-770-K651-US ANDROID 5.1/MTK8127/BT 4.0/GPS

Tiffany29062810

I have an Acer Iconia One I believe..the SN number is above. The tablet is currently being shipped back to me for the secend time it has been into repair for the same problem. Charging issused...but a physical problem. This time it is apparently not being covered as I am being blamed for something I didn't do and I am discused I am even being accused.

 

Here is exactly what has happened:

 

Acer Tablet: 

 

NTLBKAA0015*** ; B1-770-K651-US ANDROID 5.1/MTK8127/BT 4.0/GPS/1G/16GB SSD/1L2.78/7.0 WHITE.  

 

In September of 2016 I called the Acer Support Center and informed them that I was having a problem charging the device and that the input for the mini USB charger port seemed loose. They in turn issued a shipping label and I sent in the device for repair. A few weeks later I got the tablet back by courier with a note that said overall the tablet is fine and that the mini USB port was a little lose and that they had tightened it and sent me a new cord just incase the one I got with the device was defective.

 

Nonetheless, not even a week later it was again hard to charge, loose, and there was also an error message that the tablet was apparently getting too hot.  Once I noticed this I called Acer again and notified them of the problem and they issued another shipping label.  This time I did not send in the tablet right away because I had many other important things on the go at that time and I also wanted to know for myself why the USB connection was so loose as I thought it was quite odd for it to be happening all the time and suspected something else to be wrong with the tablet. 

 

I decided to remove the small back plastic part (where you put a memory card) and have a look.  Once I removed that piece I noticed that the screw was extremely loose and decided that I needed to remove the three screws holding the back plate of the tablet on and have a look at what might be causing the lose connection and problems.  Once opened I noticed something that was VERY DISTURBING, the female plastic part where one of the screws goes into and holds the internal structure in place was completely broken off and the screw was simply held there by a small piece of black tape that read VOID. 

 

The tablet never made any noise that would likely be made when there is a broken piece of plastic floating around inside and nothing fell out while I was looking inside. Once I noticed the VOID sticker on top of the screw I did not go any further because I did not want to VOID my warranty, did not have any experience with the internal workings of a tablet, and had already gotten the answer and information that I needed by simply removing the back plate.

 

I decided that I needed to consult someone with computer knowledge. Once we looked at the device we discovered even more damage to the tablet.  We noticed that many of the female ports where the screws that hold the internal structure in place where very badly cracked or damaged and came to the almost immediate conclusion that it is the result of someone over tightening the screws causing the plastic to crack and ultimately break. 

 

 

Furthermore, I am disgusted with the treatment that I received from Acer Customer Care during the telephone conversations on December 29th and 30th of 2016 and would like a thorough investigation into those conversations and the repair of my tablet in September 2016.

 

Here are dates, times, Case Id numbers, and names of the involved customer service representatives and supervisors:

 

September 2016:           CASE ID # *** sent away and return apparently repaired. Tightened and new cord provided. Please Note I had no issues with Customer Care Reps during the phone conversation at this time.

 

October 2016:                Phoned in and informed Acer that previous issue has not been resolved. Did not notice Shipping label in Email inbox and sought an independent explanation for the reoccurring problem.

December 29, 2016:       Phoned in and spoke to Jonathan, Employee #***

Tried to explain what was going on with the tablet and was given a hard time about looking up my information by name because the sticker with the tablet information had since fallen off. Wanted to speak to Supervisor regarding the problem with tablet and shipping method.

 

December 29, 2016:       Spoke to Supervisor Clarissa, Employee #***  

She constantly interrupted me, had a very mean and controlling tone to her voice, and she honestly did not seem to care about what I was telling her about the tablet. The only concern of hers was the VOID sticker or that I may have dropped the tablet. She told me she issued a shipping label but after a day of watching my email it did not arrive.

 

December 30, 2016:       Spoke to Katie, Employee # ***

Called in to get a shipping label so that I could send in the tablet to Acer but argued with her over the fact that she thought I called in that day and not the day before. Also argued that the Case Id # *** was indeed the tracking number for my tablet because she insisted that the case id was for a tablet with wi-fi problems and could not possibly be for my tablet.  After a grueling argument for about 15 minutes I simply asked to speak with a supervisor whom was very helpful and confirmed that the case id was correct and issued the shipping label. I did not appreciate being kept on the phone for over an hour trying to retrieve a simple shipping label and having an argument with a woman who seemed to want to argue rather than get anything productive accomplished.

 

 Now I have heard bk from them and they're not covering it because they said that there is NO WAY that anyone at Acer or any machine manufacturing the tablet could have EVER overtightened the screws AND THAT IT WAS ME! I have never touched the screws EVER NOR the tape inside of the tablet. They mentioned some tape was ripped or something but I think 100% that they are referring to the tape that might be over the screws that are 100% loose and not attached to anything and are moving around freely causing damage. 

 

I am very upset because the charging issue has been going on since the first day of purchase and when I sent it away it didn't resolve the issue, like I explained, and the screws are the problem of the charging issues cause the cord cannot stay in place and has to be a certain way to charge. It is obviously caused by the loose board because of the screw ports.

 

Now, I am looking into the Better Buiness Bureau but I really think Acer should live up to their warranty and standards and stop blaming the little guy for a problem that likely has occured more than once.

 

I would have never have known what was wrong with it if I didn't look at the back

 

please help? I am really bummed out

 Please email me ***

 

ALSO...HAS ANYONE ELSE EXPERIENCED THIS BEFORE? THE SCREWS BEING OVER TIGHTENED DURING MANUFACTURING OR REPAIR AND CAUSING THE PLASTIC TO CRACK AND NOT ALLOWING THE SCREWS TO TIGHTEN OR BEING LOOSE COMPLETELY?

 

[edited for privacy - THIS IS A PUBLIC FORUM - please do not post personal or unique information such as but not limited to full names, email addresses, phone numbers, full serial numbers, etc.]

Tiffany29062810

I just want to add that it is the plastic screw ports going all around the tablet not just a couple at the top. I think it may have occured during manufacturing. It is obviously easily overlooked as they didn't notice when I sent it in the first time

 

[edited for privacy - THIS IS A PUBLIC FORUM - please do not post personal or unique information such as but not limited to full names, email addresses, phone numbers, full serial numbers, etc.]