Acer AIO I3 unit boot-up power failure

buyitpc13200

I'm a reseller in southern California, and never in my twenty years selling and promoting major manufacture hardware have I ever experience this issue. It puzzles me and my customer making my feel inadequate in front of her about the unit which we thought was a valid and supportive AIO (All-In-One) made by you!

 

AZ5771R21P 23" I3-2120 with 6GB of RAM, 1TB hard drive, Windows 7 Home Prem. with a DVD-RW -

 

The first time we put the unit together is worked only for three days, a day before Thanksgiving 2012 (21 of Nov.) and on the 23rd (Black Friday) the problem occurred and was ongoing!

 

My customer would shut down the system and later booted it up, or was doing a reboot and discovered the issue of the boot sequence not booting up correctly. That's right! A power fan would turn on and never post-boot the system. With many attempted of holding down the power button and trying over and over again it did the same thing and never booted. She eventually unplugged the unit and waited a minute or two and tried it again - plugged the unit in and power it up!

 

It booted, and again later on when she had to restart or turn it off and turn it back on... did the same thing! She called me on the following Monday with a complaint that I agreed to check it out. It was bad! I returned the unit for an RMA through my vendor and got her a another unit. Thursday of Nov. 29th I brought her a replacement - she was working fine for nearly a week this time.

 

On Saturday it started all over again! The same thing! It wouldn't power/boot up like it did or should! She became completely irate and very discouraged about the unit. She called me on Monday of this week, the 10th with a serious concern that she wanted a refund!

 

Naturally I haven't seen the second unit perform like she claimed, but truly believe in her frustration and figured to call your tech support. The only comment or suggestion advise was to do the following....

 

1. Power off the computer and unplug the power cord.

2. Disconnect everything except the following: monitor, mouse and keyboard.

3. Press and hold the power button for 10 to 15 seconds.

4. Plug the power cord to the computer and press the power button.

5. Check the front panel LEDs (lights) on the bezel (front face) or the optical drive and check
if you hear the internal fan.

6. If computer boots up, then power off the computer.

7. Reconnect any external devices.

8. Restart the computer.

 

It puzzles me to question by and how does one "Disconnect everything except the following: monitor, mouse and keyboard." when this is a AIO?! The monitor is part of the unit. It goes on or off regardless because it's attached to the computer. One can't disable the video monitor on the unit!

 

Besides, I know my customer has tried numerous things to figure out if it was something of hers that was the cause. So, I contacted my vendor about the first unit which I returned for CREDIT in order to get her another one... they confirmed that the first unit did what we discovered. Wouldn't boot as normal.

 

So, a word of advise to anyone thinking about a purchase of the AIO unit, consider the possibilities of this issue happening until Acer figures out why!?

 

Embarrassed and feeling inadequate I now have to refund my loyal and discouraged customer her money and perhaps maybe reconciling our business relationship by finding her another unit she will be happy with? Although, she may decide to shop elsewhere and not through me because of this issue. Because she still needs a computer!

 

Besides, she'd already bought additional software from me as well to get her up and running.

 

So, folks think twice about this unit in particular.

 

Cheers!

 

-David

 

[edited to comply with guidelines]

 

Cory-Acer

David,

 

Thanks for posting and I understand it's tough situation both of you, and your customer to experience an issue like this. I'll start off by offering to see if we can set up some time for one of our Level 2 technicians to give you a call if you wanted to go over a few things with them while you were in the front of the unit.

 

So reading your post, there may be some more data that's pertinent, but it is definately strange that 2 unit's exhibit the same behavior so relatively quickly. My instict tells me the 2 most likely issues would revolve around some physical device being connected that could be causing the boot issue? Printers occasionally have SD cards and get set to boot of flash, which can cause a problem, or something along those lines. Also, has the BIOS been updated on this unit?