Spin 5 SP513-55 CRTL Key broken in less than 1 month no response from support and buggy support page

So less than a month ago, I bought the new Spin 5 (SP513-55N).

I only use it as a second device, a few times a week, but the left CRTL key is already broken. The keycap got loose and while it still "clicks" it will come loose again after 1 or 2 presses.

I contacted Acer support last week and didn't hear anything since then. Not even an auto response or an info that this will take longer than usual, nothing.

To make things worse, the support page is broken:

Clicking on "My Acer" on the support page redirects me to this page which shows an error message:

9c1379bc-cca6-4750-aee7-188f8348a6c3 Not Allowed: Cannot be set to Nil/NULL; Contact.Emails[0].Address

The same thing happens if I try to view my support history.

So there's no way for me to check if something went wrong with my request, because the support page is just as broken as my keyboard. And the support does not answer.

I cannot recommend this experience.

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Commodore_1995#

Is the holder holding the key in place damaged? You can send a photo?

billsey

Let me try escalating to the moderators. They may have some insight into why the support site is giving you that issue. Are you using a VPN that makes the German site think you in a different locale?

Dakor

Thank you for your responses!

@egydiocoelho It's hard to tell if the keycap or the holder is broken, as both look in-tact. My feeling would be it's the keycap, though.
Would be nice to just get a replacement for both (I know that 3rd party shops sell sets that contain both). But this laptop is less than a month old, I should not have to buy replacement parts from a 3rd party...

I also attached these images to the support request, that is still unanswered.

@billsey thanks. I'm located in Germany, but my system language is English US. I don't have a VPN enabled and it's the same for my Spin as well as my Desktop PC (both setup setup in english). The Support page switches between German and English depending on which sub-page I look at... I didn't think this would cause any troubles... I'll see if switching my system language will slove the support page issue

Image: https://us.v-cdn.net/6029997/uploads/editor/lr/wwm17c495km8.jpg

Image: https://us.v-cdn.net/6029997/uploads/editor/0e/5821hrjwq6ja.jpg

Commodore_1995#

See this video:

https://youtu.be/-Jm-PQyKGlc

Maybe I can help you!

Ingrid-Inactive

Dakor said:

So less than a month ago, I bought the new Spin 5 (SP513-55N).
I only use it as a second device, a few times a week, but the left CRTL key is already broken. The keycap got loose and while it still "clicks" it will come loose again after 1 or 2 presses.

I contacted Acer support last week and didn't hear anything since then. Not even an auto response or an info that this will take longer than usual, nothing.

To make things worse, the support page is broken:

Clicking on "My Acer" on the support page redirects me to this page which shows an error message:

9c1379bc-cca6-4750-aee7-188f8348a6c3 Not Allowed: Cannot be set to Nil/NULL; Contact.Emails[0].Address

The same thing happens if I try to view my support history.
So there's no way for me to check if something went wrong with my request, because the support page is just as broken as my keyboard. And the support does not answer.

I cannot recommend this experience.

Hello Dakor,

Thank you for your participation in the Acer community, please let me apologize for the inconvenience trying to access "My Acer page". I sent a private message to your inbox requesting some information, please reply in your at your convenience.

Best Regards,
Acer-Ingrid

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