Acer Nitro AN16-42 laptop mainboard replacement delays, how long should warranty repairs take?

Blobpo · April 4

Hello all,

Posting this here since I don't really know what the appropriate channel is;

Key questions:

How does it take 6+ weeks for the manufacturer to obtain a mainboard for their machine?

If "estimated delivery for part" is two weeks, does it mean the part has not even left the warehouse/plant?

What is a reasonable time to give for a warranty repair turnaround?

I have an Acer nitro 16 AN16-42 laptop that I have owned for 4 months now. After 3 months it shut down and I sent it in for a warranty repair. Initially before sending in my laptop, it had 12 month warranty (checked using device serial at acer.com), after sending it in the warranty was bumped to 24 months. I was eventually given a notice that my laptop has arrived at a repair facility and is undergoing repair and which should have an approximately 7-10 day turnaround.

(At this point I haven't had my laptop for a week as it has been with UPS)

After 3 weeks without hearing a single peep about my machine I started calling the customer service line to find out more information and heard that the laptop had a main board defect that falls under warranty (apparently this had been obvious nearly instantly). This is week 4 (my week 5 without the laptop) and I was told that it is still "probably" going to take 2 more weeks to get the part. Since then I have simply been told "it is two more weeks" and "just wait, we will update you" over the entire week. This just sounds like they don't even have an idea whether they will be able to find a mainboard.

What is a reasonable time to give to the warranty repair before demanding a refund? I know in my home country the period is 2-4 weeks before the repair time becomes unreasonable. The EU commission is a bit unclear on that however since the laptop cost me almost 2000€, I will contact them soon if I don't start hearing anything from the maintenance.

Personally I feel it became unreasonable at 4 weeks since it's already 1/4 the of the entire time I have owned the laptop, 8% of the original warranty period, and 4% of the updated warranty period. And that's current timeline, not the 2+x extra weeks they are mentioning.

I'd appreciate the input from others on this.