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Chromebook Tech Help-?

CWyant5CWyant5 Posts: 5Member New User
Good morning to all,

I am attempting to reach out to anyone here that could help, as one of my final efforts to resolve a dissappointing issue; my wife and I purchased a Chromebook R11 (CB5-132T) for our daughter as a Christmas gift, however, shortly after she charged it up, and began to use it, it would freeze during streaming of videos, or while playing games on the “Friv” or “Prodigy” gamesites. It then began to full-on seize up, with the picture or screen distorting, much like a TV getting poor reception, and the audio would “crash” into a “White-noise”, and she would have to resort to “power-cycling” it, by pushing and holding down the power button to do a hard reset; my initial response to this issue was to take it back to the store from where it was purchased, and simply exchange it for another device of the same model...this went unresolved, as apparently, the store no longer carries this model. We were told that another store location did have a few of them on hand, and that we could exchange it there. So, we took the drive to said location, to do the exchange, where again, we were met with disappointment, as this store location sold the same device, but at a different price point, which would require us to pay an additional $85.00... to add salt to this stinging wound, this store location was an hour drive out of our way, and yielded no results...I have subsequently contacted Acer Support via phone a total of 7 times, of which only 5 was I actually able to speak with someone...all of which only resorted to performing the same “Power-washing” process, the last of which, the representative that I spoke to, simply emailed the “Power-washing” process to me, and asked that I go it alone, and call back if I had any trouble...?...today marks the last day of the return policy at the store where we purchased the device, and depending on how things go from here, I may be simply returning it for a full refund of my money. This of course, is not what we had hoped for, as my daughter’s school uses Chromebooks for class work, so its familiar territory for her. That said, I have personally owned several various Apple Products, and have not had this kind of trouble with any of them, nor with their customer service...could someone PLEASE help?!

Comments

  • Hi! Have you tried a factory reset by pressing the esc + reload + power keys?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em promover! If you liked my answer, mark it as a solution by clicking on Promote!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • CWyant5CWyant5 Posts: 5Member New User
    edited January 8
    Hello! Thank you for replying :-)
    Yes I have; this is what the representatives called, “Power-washing”, which hasn’t seemed to resolve the issue. In the back of my mind, I’m wondering if it may be the WiFi Card inside the device, however, not being a tech or specialist, it is only a guess...
  • OK! Have you checked for updates?

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em promover! If you liked my answer, mark it as a solution by clicking on Promote!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • CWyant5CWyant5 Posts: 5Member New User
    I have not tried this yet, but I will look into this-thank you! Is this the steps to do this then?
  • Yes! Just follow the manual!
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em promover! If you liked my answer, mark it as a solution by clicking on Promote!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • CWyant5CWyant5 Posts: 5Member New User
    Very well, I will try this then! Thank you so much for your time! You have certainly been helpful! :-)
  • CWyant5CWyant5 Posts: 5Member New User
    Well, I have tried this, but the computer tells me that there are no further updates to be had; so, I have contacted Acer Customer Service again, and they have offered to service and/or replace the device. Thank you again for your time!
  • billseybillsey Posts: 6,131ACE Pathfinder
    Yeah, usually when you see the 'static' display it's actually a hardware issue. It's too bad your vendor didn't deal with it well. The first store should have done a stock transfer from the second store for you. That's the typical way it's handled.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • I also agree with Billsey! I think you should fix it under warranty or try again the refund!
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em promover! If you liked my answer, mark it as a solution by clicking on Promote!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
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