R5-571T Cracked screen IS NOT my fault

GwenSea

When I had almost gotten the screen to a complete vertical I felt the cracking under my thumb. It was a crack that moved from about an inch to the right of the cam eye in a to-the-left crooked diagonal about 3-4 inches into the screen. Since, then, though I have been gentle with my device, it has now continued in the diagonal cracking and now is to the very bottom about 4 inches from the bottom left corner. Since the initial cracking, I have experienced visual distortion flashes to my device screen, periodically, in horizontal bands across the top 3rd of the screen. I have had issues with the mouse beam getting stuck frozen and screen activations of screen items going haywire (I do not use my screen with touch, I always use a mouse). The crack is also visually unappealing but it is indeed affecting the performance of my device.

I initially called support and they were not helpful at all and didn't explain to any decent degree how I would go about placing a warranty claim and left me with the attitude of "can't prove it isn't your fault. you will have to pay out."

I have done nothing amiss with this device. I have never dropped or banged it. I have never placed objects--of any weight (I don't think my eyeglasses are of damaging weight for example) on my device. I have never taken it out of my home. I have only ever moved it from the table it normally sits on to carry it to the bed with me where it sits on my lap. I always open it the same way--unless it has been possible variations of just using the side of my right palm or right thumb/palm pad upon the very front edge of the screen in lifting it open.

I am sad. Very. This was a gift last December because I could not afford a new computer. I not only can still not afford a new computer, I cannot afford repairs (to repair something that was not at all my fault). The person who gave this to me went out of his way financially to give me a gift in the $500.00 range. It was purchased from Best Buy 12/12/16 and delivered to me by Best Buy.

Please help. I am very distraught. This was a gift from a good friend; and that fact makes this damage to my device even more distressing. I do not want to be stuck in being denied reimbursement of a new screen or device because warranty repair tells me it is my fault. I see that attitude expressed contained in an ACER community thread and have seen it in other threads on the subject regarding ACER products screen cracking on other outside of ACER website forums. I really hope this is not the prevalent attitude of ACER regarding/towards warranty claims. Right now I cannot say I would ever on my own, were I able to afford it, purchase a product from ACER or recommend anyone else doing so.