Why is Acer not taking responsibility of the problem in hinges?

thisisvinay
thisisvinay Member Posts: 1 New User
edited August 2023 in 2018 Archives
I have a Acer ES1-572 laptop and the problem with the hinges appeared after 14 months of usage. Unfortunately it was not under ADP (Accidental Damage Protection) which is for the initial 12 months. I have used the laptop very carefully and not banged it anywhere nor closed the LED lid forcefully or harshly. The service center executive told me that i had to get it repaired it at my own cost (which was costly). I don't understand that when full laptop is designed by Acer then how can the company keep the blame game on the user and not cover it under 3 years warranty (1year ADP + 2 years extended warranty). It the company brags so much about its laptop and the research that is done then why can't the company make a mechanism which does not get issues within few months. Although this problem is with every other major laptop manufacturers, it would be very great from Acer if it could cover it under the 3 years warranty if the company is not able to change the mechanism of LED lid opening.


My sincere request is to cover this type of problem under 3 years warranty. This will give the company an edge over the other laptop manufacturers.

Answers

  • Notveryhappy
    Notveryhappy Member Posts: 4 New User
    I have the same issue with the hinges on my F5-573G which is 9 months old
    The repair centre are refusing to fix the laptop under warranty with the reason being:

    'The engineer in reviewing found that the hinge and somehow broken off and at the same time caused damage to the LCD cover.
    There is no sign of any defect with the hinge in case to case this as it looks like it has broken off as such not deemed a mechanical failure.'

    The reason the hinge broke is because it was defective and poorly designed. The laptop had not been mistreated in any way but I'm being told to pay to get it fixed or to get it sent back in its current state for a fee. But at least they will destroy it for free.

    I wouldn't recommend anyone buy an Acer laptop unless you want a cheaply made product and poor customer service
  • JackE
    JackE ACE Posts: 45,201 Trailblazer
    @Notveryhappy I suggest that you go here https://www.acer.com/ac/en/GB/content/support  and immediately submit a new request for warranty repair. Have your machine's  serial number id or SNID ready. Jack E/NJ

    Jack E/NJ

  • Notveryhappy
    Notveryhappy Member Posts: 4 New User
    JackE said:
    @Notveryhappy I suggest that you go here https://www.acer.com/ac/en/GB/content/support  and immediately submit a new request for warranty repair. Have your machine's  serial number id or SNID ready. Jack E/NJ
    Hi Jack,

    As my laptop is currently at the Acer repair centre I don’t see how raising a new request will deal with the issue as it is the same system I used to send it there, what I would like is for Acer to accept that the hinge developed a fault through no action of my own and should either be repaired or returned to me free of charge (honour the warranty)
  • JackE
    JackE ACE Posts: 45,201 Trailblazer
     Did you arrange it thru https://www.acer.com/ac/en/GB/content/support    or some other way? Jack E/NJ



    Jack E/NJ

  • Notveryhappy
    Notveryhappy Member Posts: 4 New User
    Yes that's how I arranged it
  • JackE
    JackE ACE Posts: 45,201 Trailblazer
    @Notveryhappy >>>'The engineer in reviewing found that the hinge and somehow broken off and at the same time caused damage to the LCD cover.There is no sign of any defect with the hinge in case to case this as it looks like it has broken off as such not deemed a mechanical failure.'>>>

    If this is the exact quoted message that you received from the repair center to justify denial of a warranty repair, it makes little sense to me. At best, nebulous & subjective. Jack E/NJ     

    Jack E/NJ

  • Notveryhappy
    Notveryhappy Member Posts: 4 New User
    I've now been told that it isn't a documented issue with the laptop (rubbish) and that's why I won't get it repaired under warranty
    Now I'll be getting the laptop in its current state instead of paying over £100 to fix it with Acer

    Save yourselves the hassle and don't buy an Acer laptop