Acer Predator Helios neo 16 motherboard replacement. Long time to get it serviced

ynwa
ynwa Member Posts: 3 New User
edited December 6 in Predator Laptops

Hi, I've been using my laptop for six months, but suddenly its motherboard failed. After lodging a complaint, a service engineer visited and placed an order for a new motherboard. However, it's been two weeks now, and the motherboard is unavailable in India, so they are ordering it from Taiwan. I have no idea how long this process might take. Has anyone experienced a similar issue? If so, please let me know how long it took, as this delay is severely affecting my work. I would appreciate any replies.

[Edited the thread to add issue detail]

Answers

  • StevenGen
    StevenGen ACE Posts: 12,480 Trailblazer

    You have to appreciate that the Neo 16 laptops are a new laptop and if your laptop is a PHN16-72 that is the latest model. and these laptops are still coming off the production line at Acer and parts will be very hard to get, so be patient until Acer can get the parts in India. Good luck'

    These are the mainboards fitted to the PHN16-72 laptop

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  • ynwa
    ynwa Member Posts: 3 New User

    I appreciate your support ; however, I am concerned about the uncertainty regarding the availability of the replacement motherboard for my laptop. Given the premium nature of the product, it is disappointing that such a critical component is not readily available.

    This delay reflects poorly on customer satisfaction, especially for a high-end product like this. As a customer, I believe it would be fair and reasonable to replace the laptop entirely rather than leaving me in prolonged uncertainty.

  • StevenGen
    StevenGen ACE Posts: 12,480 Trailblazer
    edited December 6

    Acer does not replace whole laptops that you bought from another retailer, Acer only replaces laptops if they can't get the parts or can't repair with a new laptop if you bought the laptop directly from their Acer shop. As I've told you above, this laptop is a new laptop at the high end of the Acer range that is not a common laptops that most people buy and they are not selling like hot bread rolls out of a bakery😁

    Just to give you an example, the top of the range model PHN16-72 mainboard with the i9-14900HX - HM770 chipset - GeForce RTX 4070 Mobile 8GB mainboard Acer part #: NB.QQU11.002 is USD $3,870.09 from Acer Canada, which is an absolutely ridiculous price to ask for just a mainboard, as you can buy a new laptop or build a good gaming desktop for that price,

    But don't worry about the mainboard quality and the workmanship at Acer, as it will be a brand new board and covered under the Acer warranty and your laptop will be like new.

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  • ynwa
    ynwa Member Posts: 3 New User

    I understand the shortage of mainboards, but the issue is the vague responses I’ve been receiving. Phrases like 'we will escalate your case,' 'it will be done on priority,' or 'awaiting spare parts' don’t provide clarity. If any executive had responded as you just did, I wouldn’t need to be here asking about the estimated time for motherboard replacement.

  • GHOSTACO7
    GHOSTACO7 Member Posts: 4 New User

    I have the exact same issue...it hasn't even been 2 months since I purchased the Neo 16 2024 model. I've purchased it directly from the acer store. I'm working abroad and will leave next month. If I don't recieve the motherboard in time can I request for a replacement!?

  • StevenGen
    StevenGen ACE Posts: 12,480 Trailblazer

    I'm sure that if you request that in writing then Acer will either escalate or replace the laptop, contact Acer support and give them proof that you need the laptop and its a part of your business as it will be solved asap. Good luck.

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍