Missing HDD Caddy and terrible Acer support

Raven4Love
Raven4Love Member Posts: 3 New User
edited November 2023 in 2020 Archives
2017 Helios 300 is out of warranty so I have to pay for a MISSING PART?! I heard the HDD Caddies were often missing, but still decided to purchase a Predator as Acer used to be a great company.  Support rep has blocked me from chatting and gave me a fake number for support.  It leads to a psychic hotline!  I wasn't rude, just wanted to talk to a supervisor who would have the ability to help with this issue. Anyone else having difficulty or know who I can contact?

Answers

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited September 2019
    Raven4Love unfortunately this community its not in any way acer direct support its mainly run by normal members like you and me who are here to help to troubleshoot any arising issues and the acer staff present are only here to manage it not to provide direct support as that its already done by the support teams themselves but probably @Acer-Manny could give any help on your particular issue and you also have @Kev0806 if you decide to buy the part you need yourself he is an authorised parts partner just pm him with your full model number he would be able to help you with it :)

    Did you bought the laptop recently or you already own it for awhile and just noticed the part was missing ?


    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/  


  • Raven4Love
    Raven4Love Member Posts: 3 New User
    I just noticed it was missing tonight when I went to upgrade it.  I realize this isn't the official support team.  I posted to see if anyone had a solution to the issue as I'm being blocked by the support chat.  (SIND number is needed to open chat and now it's not allowing access).  I don't think I should have to buy this part.  I heard it was a common issue.
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited September 2019
    Raven4Love as i said maybe someone from acer staff could help in your particular issue but as i also stated this is not direct support :) and make sure you dont post any personal details (snid email serial) on public forum only post them by private message when asked and to acer staff or ACE members only for database searching purposes


    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/  


  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
    Hi Raven4Love,

    I am very sorry to hear this. Please keep in mind that the Acer community is not a direct portal to technical support, it is designed as a peer to peer support community where Acer users can help other Acer users, the main purpose of the Acer community is that it be a place where members can exchange their own advice, ideas, knowledge and troubleshooting techniques.

    The Acer community is not designed for direct customer service inquiries, case status, complaints,  sponsorships or donations request, we recommend using the appropriate channel/sources for your request, please contact your local Acer support channel 1-866-695-2237 for assistance. 

    If you send me a private message with the serial number of your unit, i can certainly verify if this unit is on the batch of missing HDD Kit Caddy's or not.

    Sorry for any inconveniences this may cause,
    Acer-Manny
  • ThiagoBisco
    ThiagoBisco Member Posts: 1 New User
    2017 Helios 300 is out of warranty so I have to pay for a MISSING PART?! I heard the HDD Caddies were often missing, but still decided to purchase a Predator as Acer used to be a great company.  Support rep has blocked me from chatting and gave me a fake number for support.  It leads to a psychic hotline!  I wasn't rude, just wanted to talk to a supervisor who would have the ability to help with this issue. Anyone else having difficulty or know who I can contact?
    I have the same problem, and i am finding dificulty to reach the support. Did you solved the problem? if yes, how you did it?
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited August 2020
    ThiagoBisco please read the post above by @Acer-Manny one of the acer community admins and follow the instructions provided or instead if you dont want to wait any longer you can buy the kit either on ebay or any other place just have to google it its not hard to find if you live in the US/CA and you bought your unit there you can request it via the form below good luck

    https://csapps.acer.com/kit-request/#submit 


    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/  


  • Nonameneeded
    Nonameneeded Member Posts: 1 New User
    I ended up making one out of foil and such with help from a friend.  I'm still floored by the customer service experience I had from Acer.  I am still unable to contact them due. 
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    Nonameneeded as i stated above anyone from US/CA just has to fill the form in the link above


    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/