Helios 300 - PH315-51 - RAM stolen from service center -- Need some assistance from ACER worldwide

soumensinha3
soumensinha3 Member Posts: 5

Tinkerer

edited November 2023 in 2019 Archives
My laptop's power adapter stopped working, I logged a case with Acer on 24th April,2019, Case ID is : XXXXXXXX. The repair/servicing went to Sysnet Global Technology-BangalorePremiumNB TPM. . This is regarding my case id: XXXXXXXX. The laptop was taken to the service center by one of the Sysnet Global guys, on April 24, 2019, for 'Inspection'. While laptop was working perfectly fine and it was clear laptop's power adapter was not working. 

After several follow ups on phone it was cleared to me that I am not getting the replacement part 'the power adapter' any time soon, so I requested service center to return my laptop for the time being. Please note, service center did confirmed that there was no issue found with the laptop.

The laptop was returned to me on May 8, 2019. That day, I had reported to the service center that the laptop was not powering up, although the backlit keyboard was working but there was no BIOS or POST, to which the service center guy replied, "The Battery is drained out, that is why you cannot turn it on." 

On, June 1, 2019, when I finally received the adapter and plugged in, the display would still not show up, no BIOS no POST nothing except the baklit keyboard. When asked, the service center guy replied it would take at least 4 hours to fully charge up the laptop before using it. However, I asked him to look into the problem as the light of the keyboard was lighting up, meaning there was still some residual charge left. Then the guy opened up the laptop to discover that the RAM was not there! 

After lot of calls and emails to customer care on 1st of June, the service center manager replied that he will provide the necessary RAM. So they send one RAM on 27th June. Turns out even after inserting the RAM laptop had no display, no BIOS or any kind of POST. Though keyboard was lit. 

Again after lot of calls to the regional mamager of Acer and the service center manager they told me that they will arrange and send proper RAM on July 3rd. And they logged case ID - XXXXXXXX by themselves. However, today is 4th of July and I still have not received the 'promised' RAM and while asked on email the service center manager replied that they will share the new ETA, which I still not received.

To summarise, Sysnet Global Tech took almost 2.5 months (the call was logged on April 24, 2019) to replace an adapter, just to discover that one of the most important parts of the laptop, the RAM, is missing? How do you justify such acts from Acer's end? Is this the service we deserve after buying such premium laptops from a company like Acer? I still have not received my laptop's RAM (16Gb DDR4) as on today July 4th. I am not able to use my laptop since April 24th and I am frustrated by this kind of service. How come RAM could be stolen from a service center? I am really interested to see what action will Acer take for this kind of incidents.

As Acer India is not able to fix even after 2.5 months (case was logged on 24th April) and I still have not received RAM I am requesting to Acer Worldwide to kindly look into this matter.
Also, I have opened one customer grievance case with Govt. of India , the grievance ID is - XXXXXXXX.

Please help me. 
Yours sincerely, Soumen Sinha.

[Post edited to remove inappropriate or personal content -Acer-Manny]

Best Answer

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited July 2019 Answer ✓
    Hi i completely understand your frustration and support your case 100% but unfortunately this community its mainly user run we do not work for acer we are just like you normal users who take the time to help others who need perhaps @Acer-Manny or anyone else from the staff could give some more insight on this issue but i also know its completely out of his jurisdiction because every country has their own completely separated support policies and they dont mix countries regarding support staff this said i would keep pushing the case to the highest it could go im affraid theres nothing else me or anyone here could do and it seems the major issues are happening in your country i suspect its because acer doesnt have an hq there the support are all sub contracted companies and they seem to do whatever they want all the time :(


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


Answers

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited July 2019 Answer ✓
    Hi i completely understand your frustration and support your case 100% but unfortunately this community its mainly user run we do not work for acer we are just like you normal users who take the time to help others who need perhaps @Acer-Manny or anyone else from the staff could give some more insight on this issue but i also know its completely out of his jurisdiction because every country has their own completely separated support policies and they dont mix countries regarding support staff this said i would keep pushing the case to the highest it could go im affraid theres nothing else me or anyone here could do and it seems the major issues are happening in your country i suspect its because acer doesnt have an hq there the support are all sub contracted companies and they seem to do whatever they want all the time :(


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • soumensinha3
    soumensinha3 Member Posts: 5

    Tinkerer

    xapim said:
    Hi i completely understand your frustration and support your case 100% but unfortunately this community its mainly user run we do not work for acer we are just like you normal users who take the time to help others who need perhaps @Acer-Manny or anyone else from the staff could give some more insight on this issue but i also know its completely out of his jurisdiction because every country has their own completely separated support policies and they dont mix countries regarding support staff this said i would keep pushing the case to the highest it could go im affraid theres nothing else me or anyone here could do and it seems the major issues are happening in your country i suspect its because acer doesnt have an hq there the support are all sub contracted companies and they seem to do whatever they want all the time :(

    Hi xapim,
    Many thanks for reading out all those lines, and thanks for understanding. Regarding the case I have lost all hope and my warranty will expire in August. So, I am kind of running out of time. 
    Regarding the no BIOS and NO POST issues, at this momemt I am unsure if this is related to motherboard or RAM (as RAM is missing). So, I will update in this thread about the latest developements.
    I forgot to mention the specs -- its Helios 300 - 
    PH315-51
    16GB DDR4 RAM
    GTX 1060 version
    I5 -8300H @2.3 Ghz




  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
    Hi soumensinha3,

    I am very sorry to hear this and apologize for any inconveniences this has caused you, please read and reply to the private message sent for better assistance.

    Note: Please keep in mind that the Acer community is not a direct line to customer service, technical support or an escalations department, it is a peer to peer support community, where Acer users help other Acer users. 

    Thanks,
    Acer-Manny
  • soumensinha3
    soumensinha3 Member Posts: 5

    Tinkerer

    Hi All,
    Just to update, I still have not received RAM yet. Service center guys are just giving me updates like 'awaiting spares' from 27th of June. Not sure, how much time should a service center take to provide RAM !!!!
  • soumensinha3
    soumensinha3 Member Posts: 5

    Tinkerer

    Hi All,
    Just to update, I still have not received RAM yet, today is 10th Jul and service center (Sysnet Global) went silent , no updates , no help, no new ETA.
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited July 2019
    Hi All,
    Just to update, I still have not received RAM yet, today is 10th Jul and service center (Sysnet Global) went silent , no updates , no help, no new ETA.
    If i was in your place i would keep pushing them everyday 2/3 times per day to not make them forget and try to escalate the case to the highest authority possible 


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • soumensinha3
    soumensinha3 Member Posts: 5

    Tinkerer

    Hi,
    I am trying, sending emails every day, calling to the regional manager of Acer but no response, they don't even answer my phone calls.
    Today only I called thrice but no response. Should I logged a FIR in police? I dont know what to do next. I am very disappointed in Acer support in India.