Return/Warranty Policy on a Defective Unit

tiar
tiar Member Posts: 2 New User
edited November 2023 in 2019 Archives
Hi

I'm an Indonesian customer purchasing a Swift 7 unit from online retail, Adorama, last December through a friend living in the US as she was going to visit Indonesia in the following months. 

Unfortunately, it took me a while to actually get my hands on the laptop because of her traveling schedule and my work. 

As it turned out, the laptop is a defective unit because it produces heat excessively and then bluescreen appears. I just had the laptop checked and tested in April for weeks at the ACER Service Center in Jakarta and It was later found that the unit overheats excessively due to defective Motherboard and SSD. 

Apparently, the warranty does not apply here and repairing the unit would cost me a fortune, an amount I could not afford. Moreover, I'm not sure about ACER return/warranty policy on defective laptops in the US.

I can attach the official analysis from the local ACER Service Center so that hopefully you'll get a better overview of what's wrong with the laptop. I can also submit the purchase details of the laptop from Adorama.

Can something be done in this case? I'm truly hoping for a solution and was wondering if ACER USA could assist me in any way.

Answers

  • MaClane
    MaClane ACE Posts: 35,598 Trailblazer
    Good afternoon tiar !

    In this case I suggest contacting the official Acer channels:


    Acer Worldwide : http://www.acer.com/worldwide/support/
    Acer USA : https//www.acer.com/ac/en/US/content/service-contact
    Chat : https://us.answers.acer.com/app/chat/chat_launch


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  • tiar
    tiar Member Posts: 2 New User
    Hi MaClane!

    Thanks for replying. 

    I have already contacted the Chat Support and they told me to reach out here instead as they cannot help. 

    I find both websites Acer Worldwide : http://www.acer.com/worldwide/support/ and Acer USA : https//www.acer.com/ac/en/US/content/service-contact extremely difficult to navigate when it comes to finding who to contact regarding this issue.

    I couldn't even find a single e-mail address where I can reach out to them. Do you perhaps know how I can reach them other than through an international call?
  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
    Hi tiar,

    I am sorry to hear that you're having issues, you can review the Acer limited warranty agreement here.

    Can you please send me a private message with the S/N (serial number) of your unit?

    Thanks,
    Acer-Manny