my spin 5 is a lemon.

jenekow

May 5, 2019
Acer Customer Service,

On January 3rd, 2019 I made the big decision to purchase a new laptop and bought an Acer Spin5.  When it arrived, I was very excited to set it up and explore it’s features as my old laptop was very old. I was so happy with the features and the performance. I spent many evenings playing with it, getting it set up just like I wanted. However, under 2 weeks later, despite my taking great care with it, the touch pad was not performing- not clicking when pressed. On January 31, the store where bought it let me return it because it was such a fresh purchase and had a new one delivered to me about a week later.  
Again, I spent my evenings setting it back up as I wanted, installing programs, moving files, but within a month, I noticed that my previously cool silent computer was getting very hot and the fan was running almost constantly. I spoke to Acer customer service March 17 who told me to ship it in for repair. This was a massive inconvenience for me, as I had to again clean my files and passwords off the computer, move my work, lock it down and then get it to the FexEd depot which is only open from 8-noon in my city. I shipped it away over a week later.  It was delivered to the Burnaby location on April 8th, and I received it back home on April 12.

Once again, I set up my computer, installed my programs, moved my work- but despite having a work order that said the fan and battery were replaced, I was dismayed to find that the computer was still over heating and the battery life was very short, no matter what my settings were, or how clear I kept the vents from obstruction.  On the day I tracked it, The Care Center app said my system was functioning “good” and my battery is “good” despite running down to nothing in just over 3 hours and had near constant audible fan noise when all I was doing was web surfing, word processing, and playing a card game.  Again, I spoke to customer service April 23 who instructed me to send it in for repairs.  

I have yet to do so, because I do actually have a busy life and have already spent far too many hours setting up and stripping, and being without a computer when I paid for one in January.  In the mean time, I am hyper vigilant for every flaw. I have since noticed a glitch in the screen when scrolling on webpages. When a click on the touch pad didn’t register and I was already thinking about having to ship it back for this too. I am starting to believe this Spin 5 is a Lemon. It is sure acting like one. I am convinced that I will ship this back, get it back in the same condition it is in now, then repeat until my manufacturers warranty runs out and I am stuck with it. I didn’t want to send it in again until I had an opportunity to express my grave concerns, and honestly, having to find the time and emotional energy to make a phone call or write a letter like this is not something I should have to do. Again.

Watching this computer for defects has become a constant thing and has greatly impacted my enjoyment of it. This time, I had only set up the bare bones of what I needed in anticipation of having to send it back- and good thing, because here I am, having to send it back again. This should not be how a customer feels about a computer they bought 4 months ago. I bought a Microsoft Office subscription that I have hardly been able to use because my computer has been away or in the process of being sent away so many times. I have work projects I have delayed starting because I am uncertain if I will still have a functional computer actually in my home instead of in the mail.  

I have had your people “apologize for the inconvenience” of this broken computer 3 times in 4 months, and frankly, apologies are not enough. I regret not spending the extra hundreds of dollars on the store warranty which would have at least made this whole fiasco more convenient for me- but how sad is that that I regret not paying a retail outlet for the convenience of dealing with manufacturer issues.  
 
 I want the love I had for this computer in those first few weeks in January back. I want to be excited and trust that I have a quality product that is worth what I paid for it, instead of feeling stupid for making a bad choice and keeping my computer barely functional to make it easier to send it back when the inevitable failings arise again.  What is Acer willing to do to help me with that? Honestly, I have very little faith that if I send this in now, I will get anything aside from more hassles and frustration back. The only thing I can see starting to repair my faith in Acer products is for you to exchange this computer for a brand new one, with a fresh warrantee. That will hopefully work better than this one. I see this as the minimum service that should be provided for me after such inconvenience and negative experience. Just a functional computer that will wait at least a few years before breaking down.  

Please forward my concerns to someone who can actually deal with them, instead of sending me apologies and a shipping label. Again.  

 

May 16 Addendum: after writing this letter, I tried to find an email for customer service – but here was none. I used the live chat on April 5th, when I was told that I would be sent a contact email the next day.  I did not receive that, I got shipping instructions again.  I waited, and looked more, but nothing.  I am a busy person and the sheer number of hours I have had to spend dealing with this computer is absolute nonsense.   I finally had some time in my day to call in during my work day, and was told that there is no email for customer service, I would have to post anything written in the Acer Community.

I absolutely don’t want to post this publicly, I am uncomfortable doing so, but I guess I don’t have any choice. having to do this did not make me happier to be an Acer customer. 

Commodore_1995#

Hello! Could you tell us the exact model of your spin? Example SP513-53N-56CR

jenekow

SP513-52N-55LV-CA

Commodore_1995#

Does the touchpad problem still occur? Have you tried upgrading your notebook drivers? About battery life, have you pressed this button for five seconds and left the notebook turned off for five minutes?

jenekow

The touchpad problem hasn't occured like it did the first go. Sometimes it doesn't seem as sensitive and that makes me nervous, but it is not failing again. 

Yes, I have tried "turning it off and turning it back on again."  My drivers are up to date. I keep the vents clear and it still burns.  I'm wondering if the first "repair" was someone pushing that button for 5 seconds instead of replacing it like the work order said. 

Commodore_1995#

Check the sensitivity in windows 10, see:

On temperature, download the hwmonitor, because fan speed varies depending on the temperature of the notebook:

Commodore_1995#

Regarding the repair issues that have been made, only the support can give you this information!

jenekow

If only I could actually communicate with them in my chosen mode.  

I'm not interested in troubleshooting and patch work.  I've done the things, I will ship this thing off for repair again- be without my new computer for another week, and hope for the best- but I want an exchange. 

Commodore_1995#

In this case, you should contact Acer technical support in Canada:
telephone: 1-866-695-2237
chat: https://us.answers.acer.com/app/chat/chat_launch

jenekow

I did. They told me I had to post here.

Commodore_1995#

Why some problems can be solved, as long as you're willing to try to solve the problems! That's why I asked if you updated the drivers and if you could download the hwmonitor to check the internal temperature of the notebook!

jenekow

I have spent a lot of my time trying to solve these problems, moving my files, reinstalling programs, changing settings, deleting bloatware, and being without a computer while I wait for one in the mail.  Way more than I should have to for a new computer.

That is one of the reasons that I am so frustrated and angry about this. It's not like I couldn't figure out how to work it- it's that I sent it away for repair and got it back in the exact same condition. That I have to spend my time setting up this computer to my liking 3 times - and will have to do a 4th. In 5 months!

  I don't think it's out of line to expect a new computer to just work for a while before it craps out.  But maybe that's an unreasonable expectation of acer?

I would like some more resolution than apologies for the  inconvenience.  And now, also because I have to be some angry person on a public forum. 

Commodore_1995#

In this case, perhaps the moderator Acer-Manny can help you better!

jenekow

I do appreciate your efforts, thank you. @egydiocoelho.

I'm just bonus ***** that I had to come here publicly.  I don't need a forum mod, I need actual customer service.  I'm unhappy with my product and my experience dealing with it, and I want to talk to someone who can actually do something about that.

Manny-Acer_Retired

Hi jenekow,

We are very sorry to hear this, just to clarify, the Acer Forum Discussions were designed as a peer to peer support community where Acer users help other Acer users. This community is not a direct portal to Customer service or Tech support, Acer employees (Moderators) read the various topics posted here and you will notice that some will interact with members when appropriate, but primarily we want the community to be a place where members can exchange their own advice and ideas.

To speak to a customer service agent directly, please call our toll free line at 1-866-695-2237 or our live chat here:   https://us.answers.acer.com/app/chat/chat_launch#_ga=2.68638481.1030763269.1557952706-1729967247.1557952706

Thank you for your interest and participation in the Acer Support Forums.

Note: This thread will be now closed. 

BestRegards, 

Acer-Manny