Not getting proper service. Predator neo changed the motherboard without proper liquid metal paste

I just have a Predator neo 2023 model, Have changed screen, Bluetooth module, touchpad and motherboard. These guys changed the motherboard without proper liquid metal paste . The lap is over heating ,I even mailed them regarding this issue and as for a refund for the lap as its not properly serviced . They have acknowledged the mail but have not gotten any replay for 7 months from them , no idea on what to do , local showroom is not helping and don't have a service center in my District. Any idea on how I can get a refund or a totally brand new lap from them.

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

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StevenGen

https://community.acer.com/en/discussion/719271/not-getting-proper-service-predator-neo-changed-the-motherboard-without-proper-liquid-metal-paste

We can’t take action for you on anything as Acer community does not have direct links or can take action with Acer in your country. Also, what country are you situated in and why does your Predator Helios Neo model PHN16-71 laptop need its “Screen, Wi-Fi/BT card and Touchpad and Motherboard replaced”?

As that must have cost you more than what the laptop is worth, as parts on these laptops are very expensive and just replacing the mainboard is nearly 75% the cost of a new PHN16-71 laptop. Did you buy this laptop used and damaged and you are fixing it up? As and if you paid Acer support to do all these parts replacements then the thermal module cpu should have Liquid Metal paste on it and the gpu should have normal paste and the VRAM chips should have a pink or grey pad paste on them.

You don’t need to get Acer technicians to do the cpu/gpu repaste and vram pad application for you, do it yourself and use a top quality product like the Thermal Grizzly paste and thermal pads, I suggest that you buy these TG products and do this yourself:

CPU Paste - Kryonaut Extreme
GPU Paste - Kryonaut Extreme Normal Paste
VRAM Chips - Minus Pad Extreme – these pads come in two sizes of 120x20mm and 100x100mm @ thicknesses of 0.5.1.0.1.5,2.0 and 3.0mm,

Note: the cpu, gpu paste and the vram thermal pads need to be stacked on top of each other until the vram chips pads and the cpu and gpu paste all touch the thermal module equally for best cooling efficiency, which is probably what Acer didn’t do correctly and that is why the laptop overheats, so check that out. Also make sure that your PHN16-71 model laptop has the last bios version 1.18 installed as that has the Intel CPU microcode 0x35 fix for the Intel cpu problems that the 13th/14th Gen Intel cpu's had, also make sure that you have Win-11 24H2 installed and all NVidia game ready drivers up to date. Good luck and hope this helps you out.

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Raygod_26

As you said They did not paste the new pads for a better cooling . The new motherboard does not have any new pads for better cooling . I brought this laptop as brand new and changed there many parts within one year using warranty.

Screen - Its started to glitch when you were watching movies or using chromes

Bluetooth Module - The module does not detect sometime when booting or while using Bluetooth suddenly it stops to work and if we restart windows its crash. They installed a new OS but the issue was not fix. Hence, it was also changed.

Touchpad - Its stopped working suddenly for sometime and will work after like 5 mins . So they checked and changed the part

Motherboard - Even after changing all there parts , Bluetooth issue was there . and while playing games during the cinematic cut scenes the screen becomes blank (not the full screen) . Like suddenly a black line will show up and disappear.

And I am from India and its not easy to get there pastes if you are not living in a major city.

And when the check were done and the software were up to date.

If I boot the system it over heats and turns off, so did not use it for like 6 months and i am not sure at which version of windows its present now.

Also As u said we don't need a Acer technicians, But they where telling , If i do these myself they will void the warranty.

StevenGen

https://community.acer.com/en/discussion/comment/1320352#Comment_1320352

Ok I understand, so don't open the laptop and send the laptop back to Acer support while the laptop is still under warranty and get them to fix all the thermal paste issues properly for your laptop, as its Acer responsibility to do all this properly.

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

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