WEAK ACER nitro gaming laptop CRUSHED//CRUMPLED when picking up - please help

N2020D
N2020D Member Posts: 1 New User
edited December 2023 in 2020 Archives

Recently I purchased an ACER nitro gaming laptop and would like to share my experiences, recommendations (..for what they are worth) and questions.


Experiences (for context)

I purchased the ACER nitro 5 gaming laptop (15.6” screen). The product worked well for internet browsing, Microsoft suite and gaming. After approximately one month, I had the laptop set down to one side and picked it up to resume usage, then … CRUNCH. When picking up the laptop, most of the pressure was exerted towards the bottom right of the device. Everything stopped working and on reboot the ‘no bootable device’ message was displayed. I did not try any manual fixing (e.g. hitting F2 ) but instead sent it back to ACER fairly confident it was damaged internally. Since this has never happened when using other laptops (e.g. MacBook, Toshiba and HP) and I had made sure to get a good warranty, I was fairly certain ACER would fix this without any further costs.

Following inspection from the ACER technicians, the damage was deemed not to fall within the warranty and I was invoiced ~£120 pounds for a repair of the Hard Drive Disk (HDD), postage and VAT (I expect this value will change over time and location).

I tried to explain multiple times how this had happened and even left a note on the exact spot on the laptop where I had felt the crunch. ACER were completely inflexible despite being the manufacturer and provider of the warranty (Care Plus package). Instead I was bounced around customer service team members who did not all have the full details of the repair case. Updates were promised which never materialised and in the end it appeared no one would pick up the phone when my Case id number was entered into ACER’s automated phone line.

On the other hand the retailer, from whom I purchased the device, were extremely helpful and agreed to share half of the cost burden. Not wishing to be without my laptop for further weeks I begrudgingly agreed to go ahead with the repairs and paid up. I would like to share this experience with those who plan to purchase the device or indeed find themselves in my position.


Recommendations

1.     Prior to purchase: Take seriously the durability of the device you intend to buy. I neglected things like size and weight. A more expensive gaming laptop will likely be more robust to this kind of damage and maybe the NITRO 5 with a smaller screen is less susceptible.

2.     Once purchased: Take extreme care when handling your device. For complete peace of mind, treat it more like a desktop that you only have to move around when essential.

3.     If broken in a similar way to my own experience: Take your time to consider your options including sending back to ACER for repairs. Even if under warranty you will most likely get the same response; the type of damage is not covered and in this case you will be charged for some expensive repairs and delivery. When we are out of this coronavirus pandemic, and if possible, take it in to a trusted repair centre to diagnose and fix saving you the heavy postage fees. Also, reach out to your retailer who may not have a specialist repair team but may be able to support you with the repair costs.

I asked the below questions to ACER but did not get a response if anyone can help me with them. My concern is that the same damage will occur again and I’m back to square one.


Questions

1.     Any advice to prevent this kind of damage? E.g. protective cases to reinforce the laptop? Particularly anything to boost protection in the bottom right corner.

2.     Is this type of damage more common in certain scenarios e.g. high temperatures? Computer is running?