Spin 5 SP513-55 CRTL Key broken in less than 1 month no response from support and buggy support page

Dakor
Dakor Member Posts: 2 New User
edited November 2021 in Swift and Spin Series
So less than a month ago, I bought the new Spin 5 (SP513-55N).
I only use it as a second device, a few times a week, but the left CRTL key is already broken. The keycap got loose and while it still "clicks" it will come loose again after 1 or 2 presses.

I contacted Acer support last week and didn't hear anything since then. Not even an auto response or an info that this will take longer than usual, nothing.

To make things worse, the support page is broken:

Clicking on "My Acer" on the support page redirects me to this page which shows an error message:

9c1379bc-cca6-4750-aee7-188f8348a6c3 Not Allowed: Cannot be set to Nil/NULL; Contact.Emails[0].Address

The same thing happens if I try to view my support history.
So there's no way for me to check if something went wrong with my request, because the support page is just as broken as my keyboard. And the support does not answer.

I cannot recommend this experience.


Answers

  • Is the holder holding the key in place damaged? You can send a photo?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • billsey
    billsey ACE Posts: 34,912 Trailblazer
    Let me try escalating to the moderators. They may have some insight into why the support site is giving you that issue. Are you using a VPN that makes the German site think you in a different locale?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Dakor
    Dakor Member Posts: 2 New User
    edited November 2021
    Thank you for your responses!

    @egydiocoelho It's hard to tell if the keycap or the holder is broken, as both look in-tact. My feeling would be it's the keycap, though.
    Would be nice to just get a replacement for both (I know that 3rd party shops sell sets that contain both). But this laptop is less than a month old, I should not have to buy replacement parts from a 3rd party...
    I also attached these images to the support request, that is still unanswered.

    @billsey thanks. I'm located in Germany, but my system language is English US. I don't have a VPN enabled and it's the same for my Spin as well as my Desktop PC (both setup setup in english). The Support page switches between German and English depending on which sub-page I look at... I didn't think this would cause any troubles... I'll see if switching my system language will slove the support page issue

  • See this video:
    Maybe I can help you!
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • Ingrid-Inactive
    Ingrid-Inactive Inactive Posts: 3,612

    Inactive

    Dakor said:
    So less than a month ago, I bought the new Spin 5 (SP513-55N).
    I only use it as a second device, a few times a week, but the left CRTL key is already broken. The keycap got loose and while it still "clicks" it will come loose again after 1 or 2 presses.

    I contacted Acer support last week and didn't hear anything since then. Not even an auto response or an info that this will take longer than usual, nothing.

    To make things worse, the support page is broken:

    Clicking on "My Acer" on the support page redirects me to this page which shows an error message:

    9c1379bc-cca6-4750-aee7-188f8348a6c3 Not Allowed: Cannot be set to Nil/NULL; Contact.Emails[0].Address

    The same thing happens if I try to view my support history.
    So there's no way for me to check if something went wrong with my request, because the support page is just as broken as my keyboard. And the support does not answer.

    I cannot recommend this experience.


    Hello Dakor

    Thank you for your participation in the Acer community, please let me apologize  for the inconvenience trying to access "My Acer page". I sent a private message to your inbox requesting some information, please reply in your at your convenience. 

    Best Regards, 
    Acer-Ingrid