Acer repair for my Acer Swift 3 is not great

OZQ

I own an Acer Swift 3 laptop with a carry-in warranty from Acer for 2 years (2021 to 2023).

In July 2022, I sent my laptop in for repairs for 3 different parts under warranty. They are the WIFI card (replaced), touchpad issues (replaced lower chassis) and power adapter (replaced).

After collecting my laptop back about 3 weeks later, I noticed my battery life dropped significantly from 9-12 hours to only about 7-10 hours. After doing the windows battery report, it showed me that it fell from about 44000mWh to 39224mWh when my laptop was plugged into AC power for >100 hours during the service.

After sending my laptop back the same week I collected the laptop back (August 2022), I reported this battery issue to the staff and another problem with the LCD. He said these are "acceptable losses" as part of the "testing phase"??? If I wanted to replace the battery, I had to pay SGD$169 to replace the battery. Nonetheless, I sent in my laptop for another service to do a battery diagnostic.

Collecting it again on 29 August, they replaced the LCD but told me there was nothing wrong with the battery (dropped again to 36390mWh). I explained to the collection staff that I knew nothing was wrong, but the drop in battery capacity was something I wanted to understand/get a replacement for. He blamed it on the software I used (Acer care centre battery charge limit) that affected my battery life and that they have reset the OS to mitigate the issue, not understanding my problem. My friend and I tried to explain to him many times, but he insisted that it was software when the original reason I sent it in was the hardware (battery), and I had to pay for the battery replacement. I left because I didn't want to hold up the queue any longer.

Is there something that I can do? Because I have been trying my very best to protect my laptop battery ever since I bought it (using the battery charge limit as recommended, using AC power wherever possible), just for it to all go to waste through Acer warranty repairs.

It shouldn't be the case where I should expect a new issue to appear (battery) when I go to Acer for repairs?

Below are pictures of the battery reports I had left (the full detailed report with the service damage was deleted with the OS reset by Acer)

1) Image from 2021, full charge capacity vs design capacity

2) Image from 3 August 2022, before 2nd repair

[Thread was edited to add model name to the title and to include the topic issue]

OZQ

1) Image from 2021, full charge capacity vs design capacity

2) Image from 3 August 2022, before 2nd repair

Samuel-Acer

Hi @OZQ,

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.

Only your local support services can help you with this, the community is not an escalation channel, unfortunately.

Contact Acer | Quick Response for Tech and Customer Service

Sorry for any inconveniences this has caused you,

Regards,

Acer-Samuel

OZQ

https://community.acer.com/en/discussion/comment/1143555#Comment_1143555

I see, thanks.

Just very disappointed and wanted to see if there was other avenues I can seek help/advise from for my issues from the Acer community, knowing that the acer service centre won't help.

Thanks again for your help.

Samuel-Acer

Hi OZQ,

Once again, we are sorry for the inconvinience.

Have you tried calling Acer customer care in your region and are you currently in US or Singapore?

Regards,

Acer-Samuel