Support at ACER

FSR1314
FSR1314 Member Posts: 11

Tinkerer
edited November 2023 in 2019 Archives
I normally don't get mad at stuff like this, but today different story. Early this week I contacted Acer support about a strange crack that formed on my Nitro 5 laptop (AN 515-53) . The crack goes by the hinge of the screen all the way to the ESC key. The crack follows a deformity in the shell, a slight rise in the plastic, the same rise is felt about the power button so I expect it will happen there as well. The laptop sits on a desk and is not abused in anyway, the screen gets closed after every use. I talked with level one support and they claim it physical damage and not covered under the warranty and the cost to fix will be a little over $400. I disagree, it is at the deformity in the housing. They kicked it up to level 2, I requested they call me on the Friday cause I'm off and take the call during the day. They call me on the Wednesday and send me an email saying they couldn't reach me. I waited most of the day today and then called the number supplied in the email. I left 3 messages and no return calls. I then called back to level one support and they did do anything to help. Except to keep telling my its physical damage and I'll have to pay to get it repaired. I'll never own a ACER product again. Not because they are junk, I can understand a production issue. I deal with things like that all the time. But customer service like this, no not interested. I'll be surprised if I hear from anyone at this point. 
And my guess I'm not the only person that has seen this crack as well. 
FSR1314

 

Answers

  • MaClane
    MaClane ACE Posts: 35,598 Trailblazer
    Good evening FSR1314 !

    I did not really care.
    Has your country / region support refused to resolve the issue?
    Is your device still under warranty?
    Not a physical assessment they set out to do?

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  • FSR1314
    FSR1314 Member Posts: 11

    Tinkerer
    Not looking for anyone to care, more just seeing if anyone else has had this issue.
    They insist its physical damage and not covered under warranty.
    Yes its still in warranty, the device was purchased last September.
    Every conversation, they state its physical damaged and not covered, no assessment by Acer has been done.

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