SF-313-53 Screen FAILED after less than 2 years! ANY chance to get some Acer assistance?!

Sorry that my 1st post here is a negative one but my SF-313-53 screen FAILED after having it for less than 2 years! (purchased in Nov. 2021 in the US)

Because I travel for work (and need a functional machine) I had to "bite the bullet" and have the entire screen / panel REPLACED while overseas at the Official ACER Service in Bangkok, Thailand. (at my cost, obviously)

I have saved ALL the paperwork and payment receipts.

Of course, I understand it is (technically) out of warranty but I REALLY want to write ACER USA to convey my disappointment in the product, etc...and to email them copies of what I paid "on my own dime: just to fix a laptop less than 2 years old. Just for the record, it cost me the equivalent of $210 (in local currency) to replace the screen.

I have had every major brand of laptop (including an ACER Nitro 5 previously) but this is the FIRST and ONLY time that a screen has failed!!

After calling the hotline (long distance) and entering my laptop SNID they immediately inform you that your laptop is out of warranty and are transferred to an "aftermarket" Service company. I was on hold for over 20 mins and gave up!

Even if I do not get any satisfaction from Acer (such as a credit for a future laptop, or some type of compensation) I want to write ACER USA and tell them I will NEVER AGAIN purchase their products, nor will I suggest ACER to any of my work colleagues or Family members!

Any assistance in the way of DIRECT email addresses for Acer "Quality Control" or "Customer Satisfaction" would be appreciated!

It seems like they do NOT WANT to be contacted by email? Or maybe I am just not finding the appropriate email addresses.....?

Thanks in advance for ANY advice or assistance!

HMB

[Edited the thread to add model name to the title]

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StevenGen

https://community.acer.com/en/discussion/679776/help-screen-failed-after-less-than-2-years-any-chance-to-get-some-acer-assistance

HarleyTiger sorry to read the problems that you have had with your screen. We do appreciate your problem as all laptop from all manufacturers go wrong, yes you haven’t had a previous laptop go wrong with its screen (like I’ve never also had in 20 years of using laptops) but it does happen, as laptop screens due to environments and climate conditions, power etc etc especially for a traveler like you, as a laptop and a screen can be more susceptible to failure.

You also have to consider Acer’s situation, as and if your laptop was under warranty Acer would have 100% replaced your laptop screen, but your laptop is out of warranty and Acer makes allot of laptops, monitors AIOs, so lets presume one or even 1000 screens from Acers products go wrong from I don’t know 10 to 20 million or whatever customers they have, is a pretty good ratio reliability but unfortunately your laptop was one those that went wrong. Don’t blame the whole range of products as all or any other manufacturer will be the same or even worse.

Contact Acer in the US directly as this Acer community is not Acer officially and we can’t make any decisions about your screen problem, but and hopefully an Acer official will read your post and will answer your problem positively.

HarleyTiger

https://community.acer.com/en/discussion/comment/1181844#Comment_1181844

Thanks StevenGen for your reply. Honestly, I am not "expecting" any satisfaction from Acer USA BUT I felt that I need to make my feelings known and did manage to send this email to Acer US (although the 1st time I sent to support@acer.com the message was sent back as "undeliverable"), so let's see what happens as I re-sent and it seems to have gone through!

Here is the exact message I sent :

Dear Acer,

I am writing to you as a current and former Acer owner of two separate laptops over the past 8 years. (Nitro 5 in the past, and currently own SF313-53-79HQ, SNID 10304151XXXX)

Unfortunately, the screen / panel has totally FAILED on my current machine (after owning it for LESS THAN 2 years) and I was informed via the Acer Call Center that my laptop is "out of warranty", and was transferred immediately to an outside company. (without being able to speak to a human)

This call was placed long-distance (at my expense) and therefore after 30+ minutes on-hold I became frustrated and ended the call.

As someone who has now purchased a SECOND Acer product, I expected better performance than a total screen failure after LESS THAN 2 years!! This is totally unacceptable, and has caused me great upset and inconvenience!

Because I travel overseas for my work, I was left with NO OTHER choice but to have the panel replaced at the closest authorized ACER Service center in Bangkok, Thailand. I have attached the receipt for replacement service for your perusal.

Although I travel internationally, I am generally assigned to a specific location for MONTHS at a time so in this case the laptop stays on my desk and one day upon returning home I found the display showing multi-colored horizontal and vertical lines running through the screen. Acer Bangkok then inspected AND confirmed that the issue was a defective panel and I had it replaced in order to have a functional machine. The laptop was UNPLUGGED (not using the charging cable) as I am all too familiar with power surges in foreign countries, so there was NO logical explanation for this product failure OTHER THAN a defect in manufacturing!

As you can see from the attachment, I paid the foreign equivalent of over US $ 200 (7,062 Thai Baht) simply to have a working machine while abroad, and I would like Acer USA to offer some form of compensation. Otherwise, I will not be purchasing another Acer product in the future based on this experience.

I look forward to a positive response to my request.

Sincerely,

billsey

Unfortunately, this is a community support board, not access to anyone in support at Acer. We are all just other Acer owners, so your concerns aren't being seen at Acer itself. The only Acer employees that show up here at all are the moderators, and they only deal with forums issues. As Steven suggested, sometimes somethings fails in a product with no readily evident reason. that happens with all products, not just laptops. What actually went wrong with the screen? Most failures we've seen over the years have be issues with the cable running between the motherboard and screen, not so much with the screen itself.

HarleyTiger

https://community.acer.com/en/discussion/comment/1182238#Comment_1182238

Of course, I understand that there is absolutely nobody “official” in terms of Acer on this forum, but I was hoping maybe somebody might have smoe insight as how I might contact them via email.

It's been about 12 days since I sent the email above to the Acer general email but I have yet to receive any response, and I do not expect to recieve anything (even a denial of my request). These days most businesses do not even bother to respond, even if it is a negative one!

As for the issue : I returned to my condo to find the laptop just as I left it on my desk and it was showing a bunch of colorized horizontal and vertical lines running through the entire screen surface. These lines would sometimes change color or location and at times actually went away or became less apparent at certain moments, but there was no predictable pattern.

Just FYI, the easiet way to determine IF the panel / screen has gone bad is to plug in the HDMI to an external source (monitor, TV etc..) and then everything looks normal. Thus by process of elimination the issue lies within the panel itself and has to be replaced. (which is want I did per the above to the tune of $200+)

billsey

More likely is the issue is in the cable that runs between the display and the motherboard. That cable is flexed each time you open or close the laptop, so is the most prone to developing internal cracks in the wires, which can give exactly those symptoms. You can also see then if the cable connector get a little corrosion built up on them. Typically when there are internal cracks then moving the screen changes the symptoms with the glitches moving around the screen some.

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