In Acer Nitro XV275K monitor, the Control button fell off. Warranty? Is it a Defect?

codycody

I purchased this monitor a month ago. While it isn't flawless, it offers excellent value for its price. I haven't encountered any other brands that provide as much for this cost.

At first, I noticed some scratches on the back cover of the monitor but didn't think much of it. This was my first new monitor purchase, and I assumed that minor scratches were commonplace and acceptable. The factory seals were intact, and the box showed no signs of damage or deformation; thus, I had no reason to believe I had been sold a used monitor as if it were new. Additionally, I bought it from a store that is an official Acer retailer.

After a month, the control button fell off without any undue pressure. I didn't use my feet, strike it with a hammer, or attempt to pry it out of the case; I simply pressed it as intended. It's odd for a monitor of this price to have such flimsy controls, especially considering that I've never encountered this issue even with monitors costing ten times less.

I reached out to the store regarding this issue, and they informed me that the 14-day return period had passed and advised me to contact the manufacturer. After doing so, the manufacturer directed me to an authorized service center. Upon contacting the service center, I was told that this was described as "mechanical damage." They stated they couldn't verify whether the button fell off on its own or if I was responsible, meaning the issue wouldn't be covered by warranty. Now, I've essentially lost all warranty on the monitor, as it has been classified as mechanical damage. Even if the panel fails tomorrow, I won't be able to get it repaired under warranty. I find myself trapped in this situation through no fault of my own. The attached photos clearly show that the button exhibits no signs of damage aside from normal usage, as intended by the manufacturer - simply pressing it.

The photo indicates that these button covers are integrated with the back cover, likely soldered or glued during manufacturing. Considering their movement and functionality, this seems odd, as the thin plastic broke precisely where it connected to the case. During a call to Acer support, I was repeatedly and rudely told that the buttons are not part of the case but a distinct component, leading me to end the conversation.

Model No.: XV275K
Version: XV275K P3blipruzx
Part Number: UM.HXXEE.311
Mig. Date: Aug. 2023

I have a few questions:

• Is this batch defective and has the manufacturer recorded this?
• Is such a breakdown without signs of external interference really a non-warranty case?
• What actions should I take in this situation?

[Edited the thread to add issue detail]

billsey

Typically we find that the service center is the one who makes that type of determination. You can sometimes argue and get them to reverse the decision, but it's on a case by case basis. The official repair for that issue is going to be a case replacement, so not cheap for them. They have no way to determine if the damage came to you or you caused it, and it likely was damage where that button was hit hard enough to at least partially break that tab off. You might be able to repair using an appropriate glue for plastic, but it also could end up weak enough to break again. :(

codycody

@billsey Yes, the service center informed me that they couldn't explain why this button broke, so they assumed it was my fault. However, another button was on its way, and I noticed just in time before getting down on my finger. This is poor quality; it's essentially a defective monitor. Unfortunately, I can't get a refund since they classify it as mechanical damage, even though the case is under warranty. What is wrong with this monitor?