When can I get my laptop ?

No Update on My Acer Predator Repair (Italy – Sertec360) After 2 Months

Hi everyone,

I’m based in Naples, Italy, and I’m having a big issue with my Acer Predator PHN16-72 (Helios 16).

The laptop is still under warranty (until October 2025).
It suddenly stopped working, with a burning smell and white smoke from the back vent.
I sent it for repair via Amazon return service → delivered to Sertec360 Repairs, Arese (MI) on 4 August 2025 (confirmed by PosteItaliane tracking).
Since then, it’s been almost 2 months, and I have received no update.
Acer Store redirected me to the self-service portal (no info there).
I called Acer Italy support but couldn’t get a clear answer.
Even the original Amazon buyer (who opened the case) sees no update.

At this point, I don’t know what’s happening with my laptop. My university has already started, and I urgently need this machine for my work.

Has anyone else in Italy (or Europe) faced this kind of delay with Sertec360 / Acer repairs?
How long did it take for you to get your device back? Any advice on escalation?