Terrible experience with R11

I purchased two R11 Chromebooks for use at school in August. After 3 months, and all of a sudden, the screen on one of the Chromebooks stopped working.
The computer was sent for warranty repairs, and I received a response that the screen is cracked and that physical damage is not covered.
I spoke with a supervisor. I said that the computer was used gently and normally – never dropped or otherwise abused. It shows no signs of external damage. The supervisor argued with me and said that physical damage of any kind is excluded.

I argued that isn't true. The warranty only excludes:

"e. When the product has received any ACCIDENTAL OR INTENTIONAL physical damage or has been exposed to harmful elements such as water, acid, fire, weather, fluctuations in voltage or any other similar or analogous damage."

She was dismissive and borderline rude. She said: "you either pay for the repair, or we send it back unrepaired".

Of course I refuse to pay. What I intend to do instead, beyond describing my complain on this forum is the following: (1) speak to the school board and pressure them to exclude Acer from the list of recommended devices. (2) file a small claim in court. I have nothing to lose.

I wonder if others experienced the same low quality of product and support.
Thanks,
Canadian User

Accepted answers

All comments

JackE

If it was cracked during shipment for repair and insured, then your shipper would bear some responsibility. Jack E/NJ

CanadianUser

JackE said:

If it was cracked during shipment for repair and insured, then your shipper would bear some responsibility. Jack E/NJ

No, the crack was the reason it was sent for repairs. The dispute is because I believe the crack is the result of poor manufacturing. In other words, it should not have cracked under 3 months of normal use.

JackE

Oh. That's a tough one. A new replacement is fairly cheap if it's not a touchscreen. Jack E/NJ

CanadianUser

It is a touch screen, and I expect Acer to stand behind the product, not for me to pay.

JackE

I'd probably try to re-open the request for a warranty repair on the basis that it was not explained how it was determined that the cracked screen was a result of a user accident and not a manufacturing defect. Jack E/NJ

CanadianUser

JackE said:

I'd probably try to re-open the request for a warranty repair on the basis that it was not explained how it was determined that the cracked screen was a result of a user accident and not a manufacturing defect. Jack E/NJ

Thank you, JackE, but I've already argued that point to no avail.

Looking at the history of posts on the forums, I see similar complaints in the past: screens cracking for no apparent reason, and Acer refusing to repair. Hopefully this serves as a warning to others who are thinking of buying.

JackE

Sorry. I think you'll find that all the big name laptop mfrs have similar policies. Jack E/NJ

CanadianUser

I have policies, too.

CanadianUser

The R11 was shipped back to me unrepaired with no statement or indication that this was accidental or intentional damage. I am still looking into a small claims lawsuit, but I'll report back. My sense is that there are probably others in the same boat with Acer not standing behind the product. In 30 years of dealing with computer manufacturers, this has been the worst consumer experience for me, and I think it's worth making a point.