Recap of my situation: Did the ACER bios update for my Predator Helios 16. For some reason, the update triggered or created a password lock on my BIOS/UEFI locking me out. I generated the unlock code hash and dumped it to the usb as it prompts you too. I then took the laptop and usb to a local Acer authorized 3rd party repair service (I'm in central KY, slim pickings out here). They could only generate the hash key, they have no ability to generate unlock codes with it.
So I call Acer. Acer support's automated phone service requries you to give your product SNID. My warranty ended 3/2025, so it automatically forwards me to AnswersBy, a 3rd party outfit. They require me to pay $99 before even hearing my issue. RED FLAG. I do so anyway, only for them to tell me that they are not permitted by ACER to generate unlock codes with the hash key. Setting aside the headache of getting a refund for lack of services from the jokers at AnswersBy, I decide to file a repair request on the ACER website.
I file a repair request. An autogenerated reply comes back:
DearCustomer: XXX
Thank you for contacting Acer online with your request for repair. Unfortunately, we are unable to complete your request. Our BIOS password removal service is available for a fee of $99.00 US dollars plus any applicable local tax amount. The password removal fee would need to be pre-authorized on a credit card prior to completing the repair request. If you are interested in setting up a service, you may contact us by phone at 866-xxx-xxxx available 24/7.
That $99.00 is the fee for AnswersBy, who can't do the service. That phone number is the automated answering service that will automatically forward me to AnswersBy, who said they can't help.
I sent a second request asking for someone to properly read my complaint. I GOT THE EXACT SAME EMAIL REPLY FROM THIS LOWGRADE PODUNK LLM BOT.
HOW DO I CONTACT A PERSON AT ACER WHO CAN ACTUALLY HELP ME!!!!!!?????????
I don't want to deal with the scammers at AnswersBy.
I don't want to be shaken down for $100 for an issue created by Acer's own bios update.
I want to speak to someone who actually knows how to get this unlock code. Acer created this system for security reasons, but all I get is a circular ouroboros of technical support contacting.
Thank you for reading my frustrated rant and question.
Kind regards,
PS To the Mods of the forum, I am not requesting help to break my password/security on my laptop. This post is about finding a way to actually speak to someone at ACER who can properly help me. Thank you for NOT LOCKING MY POST in advance.
[Edited the thread to add model number to the title]
