Difficult situation with Predator 17 laptop! How To Reach the Crew?

Hello!
I'm reaching here because i don't know where to get a support!
I've been living with my buzzing laptop (Acer Predator 17) for several years till i found this topic, where Acer made an official statement that they do apologize for this defect and they are aware of it ( https://community.acer.com/en/discussion/534951/acer-predator-g9-593-buzzing-noise-coming-from-speakers-under-full-load-with-video )
It has a really clear statement that the solution is to contact local service and get rid of the trouble.
The laptop was bought in US, but no one from my family is living there anymore. I'm living in Ukraine now so i decided to contact the local center. They were not answering for 2 days, which were not official weekends(5,8 Jan) and finally i got a respond. After a loooooong conversation told me about the warranty, which duration had ended already. (MUST mention they work really slowly and unprofessionally)

Nevertheless, like many users, i started experiencing my trouble after it had expired, and in the official statement no word of "warranty" was used AT ALL, Acer team apologized for what's happening with the laptops and said what to do next. So now I'm sending UA support an official statement with translation, and I still have no clear answer. The only thing i get from is really slow answers that are not connected with the topic at all, i'm speaking russian really well, so i don't think that they misunderstood me. I see the clear unwillingness to help!

As I get ABSOLUTELY NO help from them and I can not call the US center from here - I don't know what to do anymore! Anyone please, help me to find and email, or way to reach the professional service center, who would answer me if it's possible to repair a laptop. I'm ready to send it back to US, do vids or screenshots.

Thanks.

Accepted answers

All comments

JackE

Send a PM to @Acer-Manny and ask him for guidance on this issue given your situation. Jack E/NJ

Manny-Acer_Retired

Anechka said:

Hello!
I'm reaching here because i don't know where to get a support!
I've been living with my buzzing laptop (Acer Predator 17) for several years till i found this topic, where Acer made an official statement that they do apologize for this defect and they are aware of it ( https://community.acer.com/en/discussion/534951/acer-predator-g9-593-buzzing-noise-coming-from-speakers-under-full-load-with-video )
It has a really clear statement that the solution is to contact local service and get rid of the trouble.
The laptop was bought in US, but no one from my family is living there anymore. I'm living in Ukraine now so i decided to contact the local center. They were not answering for 2 days, which were not official weekends(5,8 Jan) and finally i got a respond. After a loooooong conversation told me about the warranty, which duration had ended already. (MUST mention they work really slowly and unprofessionally)

Nevertheless, like many users, i started experiencing my trouble after it had expired, and in the official statement no word of "warranty" was used AT ALL, Acer team apologized for what's happening with the laptops and said what to do next. So now I'm sending UA support an official statement with translation, and I still have no clear answer. The only thing i get from is really slow answers that are not connected with the topic at all, i'm speaking russian really well, so i don't think that they misunderstood me. I see the clear unwillingness to help!

As I get ABSOLUTELY NO help from them and I can not call the US center from here - I don't know what to do anymore! Anyone please, help me to find and email, or way to reach the professional service center, who would answer me if it's possible to repair a laptop. I'm ready to send it back to US, do vids or screenshots.

Thanks.

I am very sorry to hear that you're experiencing noise issues in your Predator 17, unfortunately the Acer community is not a direct portal to technical support or can make any repair decisions, you will need to contact your local support for assistance:

Ukraine: https://www.acer.com/ac/en/US/content/service-contact
U.S. Support: https://www.acer.com/ac/uk/UA/content/service-contact

I am sorry for the inconveniences,
Acer-Manny

Anechka

Acer-Manny said:

Anechka said:

Hello!
I'm reaching here because i don't know where to get a support!
I've been living with my buzzing laptop (Acer Predator 17) for several years till i found this topic, where Acer made an official statement that they do apologize for this defect and they are aware of it ( https://community.acer.com/en/discussion/534951/acer-predator-g9-593-buzzing-noise-coming-from-speakers-under-full-load-with-video )
It has a really clear statement that the solution is to contact local service and get rid of the trouble.
The laptop was bought in US, but no one from my family is living there anymore. I'm living in Ukraine now so i decided to contact the local center. They were not answering for 2 days, which were not official weekends(5,8 Jan) and finally i got a respond. After a loooooong conversation told me about the warranty, which duration had ended already. (MUST mention they work really slowly and unprofessionally)

Nevertheless, like many users, i started experiencing my trouble after it had expired, and in the official statement no word of "warranty" was used AT ALL, Acer team apologized for what's happening with the laptops and said what to do next. So now I'm sending UA support an official statement with translation, and I still have no clear answer. The only thing i get from is really slow answers that are not connected with the topic at all, i'm speaking russian really well, so i don't think that they misunderstood me. I see the clear unwillingness to help!

As I get ABSOLUTELY NO help from them and I can not call the US center from here - I don't know what to do anymore! Anyone please, help me to find and email, or way to reach the professional service center, who would answer me if it's possible to repair a laptop. I'm ready to send it back to US, do vids or screenshots.

Thanks.

I am very sorry to hear that you're experiencing noise issues in your Predator 17, unfortunately the Acer community is not a direct portal to technical support or can make any repair decisions, you will need to contact your local support for assistance:

Ukraine: https://www.acer.com/ac/en/US/content/service-contact
U.S. Support: https://www.acer.com/ac/uk/UA/content/service-contact

I am sorry for the inconveniences,
Acer-Manny

Can you please make one thing clear for me:
Is this a trouble which can be solved without warranty?
Can I refer to your following message talking with the support again?

Is this the trouble which Acer is aware of and the fact that it’s not the users fault is true?

Thank you very much
Edited the content to hide personal information
Acer-Samuel

JackE

Anechka>>>I've been living with my buzzing laptop (Acer Predator 17) for several years>>>Is this a trouble which can be solved without warranty?>>>

Sorry. I don't think so. ACER repairs should have been arranged during the warranty period despite where it was purchased. Your options now seem to be to get a repair cost estimate from ACER Ukraine or a local shop. Then decide if the cost is worth trying to fix. Jack E/ NJ

Anechka

JackE said:

Anechka>>>I've been living with my buzzing laptop (Acer Predator 17) for several years>>>Is this a trouble which can be solved without warranty?>>>

Sorry. I don't think so. ACER repairs should have been arranged during the warranty period despite where it was purchased. Your options now seem to be to get a repair cost estimate from ACER Ukraine or a local shop. Then decide if the cost is worth trying to fix. Jack E/ NJ

What gives me reason to think so is the answer of Manny on the first thread I mentioned. Check it out please:

"We would like to apologize again to all users who are experiencing the reported issue with their Acer Predator G9-593 or G9-793. The resolution is to have the unit sent to an authorized Acer repair facility.

We will be closing this thread with this post as the official solution. If you have an Predator G9-593 or G9-793 and are experiencing this issue, please contact your local support line https://www.acer.com/worldwide/ select the country you are in and click on the support tab, on the left hand side you will find and option “contact support”."

As for me - this looks like clear statement that all the users, who've been experiencing noises from speakers DIDN'T break their laptops, its the trouble caused by bad engineering made by ACER themselves. So should I really be repairing the defective laptop by my own money? Even if it's out of warranty - does the ONE YEAR warranty means that laptop will live only a year, and them everything might happen?? I'm sorry, but the cost of it doesn't allow me to throw one in a trash every year and buy a new one.

Anechka

JackE said:

Anechka>>>I've been living with my buzzing laptop (Acer Predator 17) for several years>>>Is this a trouble which can be solved without warranty?>>>

Sorry. I don't think so. ACER repairs should have been arranged during the warranty period despite where it was purchased. Your options now seem to be to get a repair cost estimate from ACER Ukraine or a local shop. Then decide if the cost is worth trying to fix. Jack E/ NJ

Does my statement make any sense? Or should we ask dozens of people who've been experiencing the same thing?
Some of them were lucky to find out that their laptops started making noises while their warranty haven't expired, what a pity that mine did. I am asking you now, is is fair to me as a customer?

xapim

This is why extended warranty plan's exist and I suggest anyone who invests they're money in a a gaming laptop to buy extended warranty because if u can afford to buy it you certainly can also afford to pay the extended warranty plan 😉

Anechka

xapim said:

This is why extended warranty plan's exist and I suggest anyone who invests they're money in a a gaming laptop to buy extended warranty because if u can afford to buy it you certainly can also afford to pay the extended warranty plan 😉

Might be an option but not a solution

Just BUY a broken thing to BUY a solution to repair it. Sounds perfect 😉
Is that the politics of companies nowadays?

xapim

All manufacturers have it and it's about the same policies for all regarding the warranty periods so its not acer only the end users might not agree with it but that's the way it is

Anechka

xapim said:

All manufacturers have it and it's about the same policies for all regarding the warranty periods so its not acer only

Dear, why you keep talking about warranty while we have an engineer defect here?
I honestly don’t think If dozens of people reported the same trouble it’s even appropriate to mention it.
Or is it that easy? You’re releasing a defective product and then just say “get lost” to the people who started experiencing troubles after warranty.
I think it’s inappropriate for a company like Acer.

One more thing - people will decide themselves wether they can afford things or not:)
am I dealing with youthful high spirits?

xapim

Anechka you know that you had the option to extend your warranty before it ended right ? if someone can afford and expensive gaming laptop (as they all are expensive) those same someone can certainly afford £60 for an extended warranty plan its just common sense but who am i to say anything its up to everyone to look up for themselves and take the necessary precautions for possible future issues some even buy insurance to top up the warranty extension i bought mine 1 month before my actual 1 year ITW finished not because im planning to send it in but because its always better to be safe than sorry even if nothing happens your know its there if you ever need it

Also the warranty its usually only valid in the country where you bought it (The ITW will only be valid for the first year and on holiday/travel only not moving countries) if you moved to another country to live it would probably be voided unless agreed with the manufacturer in advance as usually ppl buy from the US because they are much cheaper to import it illegally evading tax and customs from their own countries this is the reality unfortunately

Also were you expecting to have the same warranty as you had in the US when you left ? even if it was still on warranty every country have their own different policies the US used to be 2 years but now its the same as every other country 1 year only as it was said by acer staff already nothing can be done here your only option its to contact acer and try to get a quote if they would take it at all they are not forced to take any devices to fix out of warranty if they decide not to its their own right and choice to me this matter its definitely over this community its not acer support in any way neither we are acer employees we are just normal users like you that are here voluntarily to try troubleshoot any issues the best way we can you issues should be solved directly with acer support and not here we cant help with any hardware repairs.

Im sorry this happened with your unit but my personal view if the issue was always there should had been taken care off straight away not years after either you accept it or not its up to you this will be my last reply regarding this issue im here to help in what i can and in this case no one here can

Thanks

Anechka

xapim said:

Anechka you know that you had the option to extend your warranty before it ended right ? if someone can afford and expensive gaming laptop (as they all are expensive) those same someone can certainly afford £60 for an extended warranty plan its just common sense but who am i to say anything its up to everyone to look up for themselves and take the necessary precautions for possible future issues some even buy insurance to top up the warranty extension i bought mine 1 month before my actual 1 year ITW finished not because im planning to send it in but because its always better to be safe than sorry even if nothing happens your know its there if you ever need it

Also the warranty its usually only valid in the country where you bought it (The ITW will only be valid for the first year and on holiday/travel only not moving countries) if you moved to another country to live it would probably be voided unless agreed with the manufacturer in advance as usually ppl buy from the US because they are much cheaper to import it illegally evading tax and customs from their own countries this is the reality unfortunately

Also were you expecting to have the same warranty as you had in the US when you left ? even if it was still on warranty every country have their own different policies the US used to be 2 years but now its the same as every other country 1 year only as it was said by acer staff already nothing can be done here your only option its to contact acer and try to get a quote if they would take it at all they are not forced to take any devices to fix out of warranty if they decide not to its their own right and choice to me this matter its definitely over this community its not acer support in any way neither we are acer employees we are just normal users like you that are here voluntarily to try troubleshoot any issues the best way we can you issues should be solved directly with acer support and not here we cant help with any hardware repairs.

Im sorry this happened with your unit but my personal view if the issue was always there should had been taken care off straight away not years after either you accept it or not its up to you this will be my last reply regarding this issue im here to help in what i can and in this case no one here can

Thanks

Long message short - you’re trying to justify Acer in any way possible for releasing defected laptops:)
You are blaming a victim(for not buying an extended warranty), other than blaming company, this is very typical in the county I live in now, so I feel like home on this forum. It’s normal experience - admitting that you’re releasing bad product and help those, who bought one. It’s not a case of warranty at all, honey.

belik

This laptop was bought in USA by resident of USA and must be fixed by Acer USA as travel warranty, this is the design flaw which they responsible to fix even outside standard warranty

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