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Acer Predator Helios 300 - Motherboard burn and Warranty REFUSE!

GMarinovGMarinov Posts: 5Member

Tinkerer

Hello to everyone,
I am from Bulgaria and in October 2018 I purchased a Acer Predator Helios. At the beginning of January 2019, without any notice the laptop refused to be turned on, it did not react when connected to its charger. I would like to point out that the computer is stationary on a desk and connected to another product - the Acer Predator Z35 (monitor) and an external keyboard and mouse. I went to the local store I bought it from and handed it over to a claim, and then I received a statement from the trusted Viewpoint service of Acer for Bulgaria (www.viewpoint.bg, Protocol number 264966, 09.01.19) that I have burned elements on the motherboard due to "improper usage" whatever that means, and that after consulting with Acer my warranty repairing is refused. According to them, Acer replied, (as described in the protocol - burned motherboard elements) it is impossible to perform a warranty repair because this is not a factory fault! What the...

You can imagine my extreme disappointment and anger that I have invested ~1600 EURO in one of the most popular and strong laptops and for 5 months normal operation this laptop is unusable! 
Could you please advice me what to do, since I haven't done anything to this laptop except playing rarely games and using it for work?
I will attach the image from the service
Thanks a lot in advance,
Georgi Marinov
«1

FAQ & Answers

  • Deejay_techDeejay_tech Posts: 254Member Practitioner
    looks like a capacitor burst.
    if the burn is not too deep and the pcb  layers underneath are not affected then fairly cheap to repair. the exploded part costs in cents ....and labour cost , here in india, will be max usd 1 or 2. i dont know in your country.
    btw you should get warranty claim on it as it is a manufacturing defect ( part failure).
    why they refused to you is wrong.
    contact higher ups in Acer for this.

    Also there are many Acer co. representatives here on this forum, some may help you in getting the warranty.


  • xapimxapim Posts: 2,892ACE Pathfinder
    edited January 17
    I would contact acer support themselves and not any intermediaries as the resellers/shops may refuse warranty if they want as they have their own invented internal warranty policies


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
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    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

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    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Deejay_techDeejay_tech Posts: 254Member Practitioner
    if they repair / change the motherboard under warranty then good for you.
    problem solved 

    if they dont change it and ask for huge amount of money to repair / change it then here is a practical advice- ask them to give you the bare motherboard, you take that to any pc or mobile repair shop and get the burnt part changed from them. it will hardly take 5-10 mins and the cost depends upon your bargaining and convincing power.
    take the repaired motherboard back to the service centre and ask them to assemble it back. hopefully it should work. ( provided no other part is damaged)


  • I would contact Acer support in Bulgaria personally! https://www.acer.com/ac/bg/BG/content/service-contact
    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 sim! If you liked my answer, mark it as a solution by clicking on yes!
    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! :) 
  • ven98ven98 Posts: 4,046ACE Pathfinder
    This is a malfunctioning component and IT IS COVERED BY WARRANTY and it doesn't matter whether it bursted, exploded or just stopped working.

    Unfortunately, in Bulgaria there isn't a what would you call an Acer service centre. There are private PCs and electronics service companies that are authorised to repair Acer products, which means you don't have a direct contact with Acer, but with the authorised repair centre. 

    Try contacting another service centre. Here is a link of all authorised services in Bulgaria.

    https://www.acer.com/ac/bg/BG/content/service-contact

    The product is under warranty, so they should not ask you to pay for shipping.



    Always post the following characterisitcs of the device:
    -Model number
    -Part number(not required, but helpful)
    -CPU
    -GPU
    -Operating system

    Helios 300 and Nitro 5 users DO NOT update the BIOS to version 1.22 if you don't want the keyboard's backlight to turn off after 30 seconds even when the device is plugged in.


    Hit 'Like' if you find the answer helpful!   
    Click on 'Yes' if the comment answers your question!

  • Deejay_techDeejay_tech Posts: 254Member Practitioner
    as i said first try your best to get warranty claim for it. but if they refuse and once you are convinced they will not do it then get it repaired from outside.
  • Acer-MannyAcer-Manny Posts: 2,221Acer Crew Acer Crew
    Hi GMarinov,

    I'm sorry that you're having issues with your Helios 300 and warranty.  Can you please send me a PM with the S/N of your unit so I can look into this for you?

     

    Thanks,

    Acer-Manny

  • Deejay_techDeejay_tech Posts: 254Member Practitioner
    Three Cheers !!! for Acer-Manny, who has taken the initiative to help users. 
    much appreciated bro ...
  • GMarinovGMarinov Posts: 5Member

    Tinkerer

    I contacted my local dealers and I am waiting for a response for now. 
    Thank you very much for your answers, guys, I really appreciate it! Thanks in advance to Acer Manny, I have sent u in PM my serial number. Lets hope things will end well because I got crazy the last month...

  • GMarinovGMarinov Posts: 5Member

    Tinkerer

    Thanks a lot for the help of Acer-Manny!! The dealer approved my laptop for a wareanty repair! ☺️☺️☺️☺️
  • egydiocoelhoegydiocoelho Posts: 25,216ACE Trailblazer
    edited January 24
    Thankfully, your notebook will be repaired as a warranty! They are likely to replace your motherboard. Congratulations to the moderator @Acer-Manny :+1:  for solving the warranty issue!
    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 sim! If you liked my answer, mark it as a solution by clicking on yes!
    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! :) 
  • ven98ven98 Posts: 4,046ACE Pathfinder
    GMarinov said:
    Thanks a lot for the help of Acer-Manny!! The dealer approved my laptop for a wareanty repair! ☺️☺️☺️☺️
    Of course they are. When it is not your fault it is covered under warranty. Good that this is sorted out now.

    Thumbs up to Acer-Manny :+1: :+1: :+1:.
    Always post the following characterisitcs of the device:
    -Model number
    -Part number(not required, but helpful)
    -CPU
    -GPU
    -Operating system

    Helios 300 and Nitro 5 users DO NOT update the BIOS to version 1.22 if you don't want the keyboard's backlight to turn off after 30 seconds even when the device is plugged in.


    Hit 'Like' if you find the answer helpful!   
    Click on 'Yes' if the comment answers your question!

  • GMarinovGMarinov Posts: 5Member

    Tinkerer

    Like I told him - if he ever comes to Bulgaria I own him a pack of beer (at least) 😃
  • xapimxapim Posts: 2,892ACE Pathfinder
    Acer as always with great support :)


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/1969145569968592/
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Princepille123Princepille123 Posts: 2Member New User
    edited April 13
    hey @Acer-Manny . I too have the same motherboard problem and the dealer is refusing for the warranty repair..I called him and he said no.. plz help.. how do I send you the S/N no.? I don't know plz help
  • egydiocoelhoegydiocoelho Posts: 25,216ACE Trailblazer
    Moderators are not in the office on weekends! Send a private message to him by clicking here: Acer-Manny
    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 sim! If you liked my answer, mark it as a solution by clicking on yes!
    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! :) 
  • Princepille123Princepille123 Posts: 2Member New User
    hey @Acer-Manny . I too have the same motherboard problem and the dealer is refusing for the warranty repair..I called him and he said no.. plz help.. how do I send you the S/N no.? I don't know plz help
  • egydiocoelhoegydiocoelho Posts: 25,216ACE Trailblazer
    @Princepille123, send a private message to the moderator acer-manny!
    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 sim! If you liked my answer, mark it as a solution by clicking on yes!
    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! :) 
  • TeacherDebTeacherDeb Posts: 1Member New User
    So glad I found this thread. My situation is very similar to GMarinov's.
    Similarities: Acer gaming laptop under normal usage (sitting on a desk) suddenly stopped working, would not take a charge or power up, taken to authorized repair center and told the warranty was void due to "burn issue" 
    Differences: Acer Nitro 5 only 8 DAYS after purchasing new, different place on motherboard & more damage?, purchased and refused warrantee coverage in Bangladesh 
    @Acer-Manny, may I contact you too? How do I send a private message?
  • xapimxapim Posts: 2,892ACE Pathfinder
    TeacherDeb just click the username profile and send a message


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/1969145569968592/
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


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