Help with warranty issues ACER Nitro 5

AndrewX99

I've been having ongoing issues having my laptop repaired under warranty.   It is an Nitro 5, purchased late December 2021.  On 8th of May lodged a case with Acer.  Its been a mess from the beginning, I had to email them a receipt 3 times as they didnt add it to my file/case ID and got follow up emails saying it would be closed if I didnt provide it.  Eventually they added it, then a few days later sent me con note to send back.  Bing Lee who I purchased it from didnt want to deal with it. 

Made it to their warehouse and determined that the motherboard needed to be replaced.  Then got told they didnt have the replacement parts so would process a service credit.  This has been ongoing.  The got told I had to return the RAM it came with and the power cord.  Sent me the con note to return.  Posted the same day.  Took 5 days after they received it to acknowledge it had been returned.   

Then a few days after that, a courier turned up banging at the door to collect the package that they had already received.  Woke my wife up who was on shift work.  Courier was relentless asking for the package.  She called me at work to deal with him on the phone. 

Matter is still ongoing after 5 weeks, I got told Monday that "guaranteed" it would be resolved in 1 to 2 days.  3 days later and followed up again. Rob is ACA Escalations has been less than honest dealing with it.  Only just emailed Bing Lee today (despite saying he already had) today.   He email the wrong store - the store which is 300km from where I live.  

Issue has been dealing with ACA escalations, they wont put anything in writing and only call from the country code +63 or email and ask when a good time to call is.  Keep getting misinformation. 

Has anyone had similar experience or know how I can get this resolved?  Unlikely I will even buy another ACER product after this. 

AndrewX99

I've been having ongoing issues having my laptop repaired under warranty.   It is an Nitro 5, purchased late December 2021.  On 8th of May lodged a case with Acer.  Its been a mess from the beginning, I had to email them a receipt 3 times as they didnt add it to my file/case ID and got follow up emails saying it would be closed if I didnt provide it.  Eventually they added it, then a few days later sent me con note to send back.  Bing Lee who I purchased it from didnt want to deal with it. 

Made it to their warehouse and determined that the motherboard needed to be replaced.  Then got told they didnt have the replacement parts so would process a service credit.  This has been ongoing.  The got told I had to return the RAM it came with and the power cord.  Sent me the con note to return.  Posted the same day.  Took 5 days after they received it to acknowledge it had been returned.   

Then a few days after that, a courier turned up banging at the door to collect the package that they had already received.  Woke my wife up who was on shift work.  Courier was relentless asking for the package.  She called me at work to deal with him on the phone. 

Matter is still ongoing after 5 weeks, I got told Monday that "guaranteed" it would be resolved in 1 to 2 days.  3 days later and followed up again. Rob is ACA Escalations has been less than honest dealing with it.  Only just emailed Bing Lee today (despite saying he already had) today.   He email the wrong store - the store which is 300km from where I live.  

Issue has been dealing with ACA escalations, they wont put anything in writing and only call from the country code +63 or email and ask when a good time to call is.  Keep getting misinformation. 

Has anyone had similar experience or know how I can get this resolved?  Unlikely I will even buy another ACER product after this. 

StevenGen

This is a matter that you have to resolve with Acer as they give out the warranty and all that is involved with repairs.

JackE

Sorry. You have posted this to an ACER users forum. We're not ACER employees or customer or warranty service reps just Acer users trying to help other users. About all I can suggest is to click this link, chose your country or region, click support button near to of country page, enter your serial number id (SNID) and use the chatline, email or phone contacts provided to try to resolve the issue.

Ingrid-Inactive

Hello AndrewX99, 

We are sorry to hear what you are going through with the repair of your unit. I sent you a private message, please reply at your convenience.

Best Regards, 
Acer-Ingrid