Unacceptable behaviour of customer service for BIOS PASSWORD RESET request Ignored

Dear Acer Support Team,

I am writing to formally express my dissatisfaction with the experience I had with your helpdesk support team in Singapore earlier today.

I contacted Acer Support regarding assistance to reset the BIOS password on my Acer laptop (SNID: XXXXXXXXXXX), which I purchased in 2021 with registered warranty. I am even willing to pay a reasonable fee for this service if necessary.

However, to my disappointment, after verifying my SNID, the helpdesk informed me that they could not assist due to a “software issue” and advised me to approach a third-party repair store for help. Before I could ask any further questions or clarify the situation, the call was abruptly disconnected.

Thinking it might have been a mistake, I called again—only to face the same response and behavior. I was again cut off mid-conversation. The support agent spoke so softly that I could barely hear or understand her responses.

[Edited the thread to hide sensitive content]

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Puraw

Hi @Kumiko2332 ,

Sorry to hear about your experience. Unfortunately, Acer—like many other vendors including Apple—has a strict global policy that forbids any assistance with BIOS password removal, even if requested by law enforcement. This is a security measure to protect user data and device ownership.

If a BIOS password is forgotten, the only legitimate path forward is through an Acer-endorsed or fully accredited service center, where you must personally present proof of purchase and ownership. Only then can they initiate a reset or motherboard-level intervention.

No peer or forum member can assist with password bypassing, and Acer support staff are bound by this policy. While the call handling you described was unfortunate, the refusal to assist with password removal is consistent with Acer’s global stance.

You can read Acer’s official guidance here: https://community.acer.com/en/kb/articles/4158-remove-a-bios-password

Hope this clarifies the situation.

StevenGen

https://community.acer.com/en/discussion/727904/unacceptable-behaviour-of-customer-service-for-bios-password-reset

Unfortunately, we at Acer community have no ties with Acer Singapore, we are a peer to peer Acer community administered by Acer in Texas US and we are a community of users of Acer products from around the world just like you, that exchange ideas and tech solutions on Acer products. So your complaint on this community has been published, but the rest is up to this community moderators and higher up Acer administrator to contact Acer Singapore about your complaint and take further action.

But one thing that your post has helped with, is that Acer Tech Support does not flash bios chips individually, as what they do is replace the bios chip with a new one or replace the whole mainboard, if any problems like that happen.

Be also advised (like Acer Singapore said) its best to go to a 3rd party technician that specializes and has all the bios programming flash tools and even has the EC chip programming tool (as they are a different tool) just in case your laptop needs its EC chip reprogrammed too. Good luck and hope all this helps you out.

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