Warranty denied?

rishabh2011

Acer denied warranty on keyboard replacement because a couple of keycaps had gotten lose and come off (The ALT and J key). Even though the keys themselves are working fine, the service representative says that it is user damage and warranty cannot be claimed. How is this acceptable. The issue is not even on those keys. It's just a plastic keycap that has broken off. The issue I was having was multiple characters registered on certain key presses and yet according to acer it is my fault as a couple of keycaps have come off. Is this acceptable?

Manny-Acer_Retired

Hi rishabh2011,

I am very sorry to hear this, unfortunately, the Acer Community is not a direct portal to Customer service, the Acer Forum Discussions were designed as a peer to peer support community where Acer users help other Acer users. Many Acer employees (Moderators), read the various topics posted here and you will notice that some Acer employees interact with members when appropriate, primarily we want the community to be a place where members can exchange their own advice and ideas.

Note: If you have any support documentation that this was not caused by you (like pictures before repair or anything that can support your case), you can send me a private message with the serial number of your unit, your contact info, and the documentation to have it escalated to your local support for a request to have them follow up, please keep in mind that we cannot guarantee that anything will be done or change from the repair center decision, we do not have access to any case documentation or make any decisions here. If you can send any Acer paperwork (Case order paper from service center), or emails concerning this decision or case will also be helpful. We will be closing this thread now. 

Thanks,
Acer-Manny