Acer Predator Triton 500 PT515-52 Acer claims damage that wasn't there before and refuses to repair?

Dalton77

So I bought the Acer Predator Triton 500 PT515-52-73L3 Gaming Laptop. 8 months in, during gaming, it completely shuts off, no lights, no reactions, completely dead, like a brick. Since it's in warranty, I sent it in and they repaired it, claiming to have replaced multiple parts like LCD panel and mainboard (which seemed like a lot for an 8 months old device that nothing happened to).

I keep using my laptop, just as before, but guess what, barely a month later, it shuts down AGAIN during gaming. Completely dead, total brick, exact SAME issue as before. So they repaired my laptop, replacing entire components only to produce the exact same problem again but much faster? Amazing.

So I sent it in AGAIN but this time the repair process becomes suspended, I chat with support, they tell me the technicians are waiting for replacement parts but I don't have to do anything. Then, a week later, Acer supports contacts me, tells me hey, the unit is so damaged it can't be economically repaired but also, the damage isn't covered by warranty but we can sell you another for $1,600 (more than I paid for the original new one) and a 90 day warranty (lol). Of course I told them I could buy a new one for $300 less that will have a 1 year warranty but of course, Acer doesn't compete with retailers, so it's ok for them to make completely asinine and useless offers like that.

Anyway, Acer claims there's drop/fall damage on one corner and that's not covered. I think, what drop/fall damage? I sent the unit in with no superficial damage. Just looking at it, you could not tell that anything was wrong or damaged, so I ask them what are they talking about? Acer claims there was no damage on the package and it was properly packaged (of course, since I used all the material from the first return). So then Acer sends me pictures showing significant damage on the corner of my laptop, like someone stepped on it or dropped it directly on the corner, with deformation and everything. This is NOT how I sent it in. I didn't drop it, bump it or do anything with it. I packaged a fully superficially intact unit and now Acer claims massive external damage that wasn't there?

What the hell is that? Is there someone at Acer I can talk to because that is basically fraud, making up damage to get yourself out of a warranty repair.

[Edited the thread to add model name to the title]

JackE

You've posted to an Acer users forum. We're not Acer employees or customer/technical service representatives that can help you with this issue. Sorry.