Warranty issues with Infoteam

mmaarrkk
mmaarrkk Member Posts: 11 New User
in 2013 Archives

First time posting thanks to the lovely infoteam.

 

 

  I got my acer aspire laptop last November and all was well for quite some time, recently the charger has been tempremantle, it would only charge at a certain angle but of course was getting worse, then it wouldnt charge at all.  I had it charging at home then put into my laptop bag took it round the girlfriends and it wouldnt charge.  So logged a fault with the Acer support and infoteam said send it back to them.  Now of course I read the warranty T&C's well, noting the part about if its not covered by warranty, well the not charging should **bleep** well be covered by warranty.

 

 

  I recieved a phone call last week saying they have ordered a new motherboard to replace mine with, fine i thought hopefully will get it back within the next week or two.  Today I recieved a letter saying they need to replace the motherboard, wifi Ram and keyboard due to liquid pollution and LCD Panel damaged. And that  they want near the cost of the laptop to repair.

 

  WHAT THE HELL.  

 

  Now I know for a fact that it was working fine except for the charger issue, I even borrowed a friends battery to put in it which was charged and fine, no damage to the screen, laptop POSTS and turns on fine.  How can they suddenly say this stuff is not covered under warranty after saying motherboard has been ordered and laptop will be repaired.  If the motherboard wifi or RAM was water damaged I would **bleep** well known about it, MoBo or RAM damage will not let the laptop complete POST, wifi would not work if it was water damaged and the screen being damaged?!.  Think I would notice that.  I wrapped up well in bubble wrap, 5 padded envolpes around the laptop and inside the laptop box that came with it, bloody well wrapped in my opinion.  

 

  Sorry for the damns but I really feel peeved.  The fact they want 55pounds just to send the laptop back to me still not working after saying last week they will repair is a joke, to say there is mass water damage when they said last week they will repair and the fact the fault was the charging system and after testing with another battery is a joke.

 

  I feel like I am being ripped off  by this infoteam, they are sending over pictures of water damaged parts, I will beintersted to see if they are parts from MY laptop so I really think that they wont be.

 

Where in Acer can I esclate this issue to as I am not a happy customer.

Answers

  • Vince53
    Vince53 Member Posts: 805 Practitioner WiFi Icon

    Mark, I'm sorry that you're having these problems, and I can understand why you're upset. I'm not on the Infoteam and do not know their side of the story, so I can only give advice.

     

    Some computer problems have more than one cause, and it is possible that someone else spilled liquid into your machine. If your battery is not manufactured by Acer, then the manufacturer is responsible for repairing or replacing it. If the Infoteam is willing to send you photographs to prove their point, then they are probably telling you the truth.

     

    The next time you talk to them, remain calm and politely insist on speaking to a supervisor. Perhaps he can offer you a better choice than the regular team could.

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    Hi Vince

     

    How comes the phone call last week to say the motherboard is at fault and they will replace?.  No mention then of any other damage, ESPICALLY the screen, surely that is something that would mention sooner rather then later.  I know for a fact the laptop was working fine except for the charging issue which was nothing to do with the battery (hence testing it with another battery which was known to charge fine and still wouldnt charge while in my laptop, also swapped with a known working charger lead).

     

      I sent the laptop back because of that, The RAM being so small, if thats water damaged pretty sure the laptop would not POST, wifi chip being damaged pretty sure no wi fi which wasnt the issue, and same with mother board.

     

      I am now stuck with no laptop and a 250quid repair bill for nearly a year old laptop. 

     

      Does anyone know what the codes are for the power button light flashing?

  • AnachroNia
    AnachroNia Member Posts: 40

    Tinkerer

    When I had a problem like this it was caused by temperature. The laptop wasn't cleaned for a while... and a part of the motherboard melted. Also in the warranty it's clearly stated that for battery, charger and accessories the warranty is 6 months Smiley Happy 

     

    I don't know what exactly is the case. Some of the damage could be caused in the repair service but... as described it seems it was a mainboard problem. 

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    Keep in mind that if any damage is caused during the repair service repairs of your unit are covered in full by the repair center. They're not going to break something and send it back to you. A lot of people assume the tech's don't want to get in trouble so they lie about it. Fact of the matter is that things happen, sometimes units can be damaged during repair. Tech's aren't goign to lose their job for accidents unless they happen EVERY time. Another common problem liquid damage. I've sent unit's in for clients in the past who have had liquid spills, which in turn fried the mainboard. My clients almost always say "it must have been the tech, I'm not paying the repair fee". Fact of the matter is that tech's don't keep food or drinks near electronics for exactly that reason, and if they did spill anything on it they would still gladly repair the unit at their expense (Acer's that is).

     

    Something to keep in mind is that the Acer warranty states that a unit must be returned to 100% working condition before it can be returned. So if you want your HDD replaced but you have a broken screen Acer will need to fix the screen (which incidentally is not covered under warranty) before they can return the unit to you. Realistically it's just to protect themselves. A client could just as easily claim that Acer broke the screen or it broke on the way back from the repair center. This way Acer knows that the unit was in working order when it was sent out. This also means the shipping company will have to cover the costs of repair if the unit does show up broken.

     

    You mention that if there was water damage to the memory it likely wouldn't post. That's not entirely true. Memory issues caused by water damage include data loss and system instability. However the issue can also start out with relatively no issues at all. If Windows is able to correct corrupt sectors in memory it will not cause any noticeable problems, until the chip just dies. The same is true for wireless cards, they may work just fine... until they don't.

     

    How comes the phone call last week to say the motherboard is at fault and they will replace?.  No mention then of any other damage, ESPICALLY the screen, surely that is something that would mention sooner rather then later.  I know for a fact the laptop was working fine except for the charging issue which was nothing to do with the battery (hence testing it with another battery which was known to charge fine and still wouldnt charge while in my laptop, also swapped with a known working charger lead).

     

    As for your flashing codes, you can actually search google with exactly your flash code and find out exactly what it means. For example, search for "two long flashes, one short Acer V3" and you'll get the associated error code on the first page.

     

    You can always bring your unit to a local repair shop, but if they find the same issues you're looking at a much larger repair bill. Worth a shot though, they may just fix the initial issue you were having and you'll get your pc back in working order.

     

    Good luck and take care,
    ScottyC

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    Still awaiting pictures....

     

      I wouldnt say it has been damaged by them accidently, but pretty sure that the invoicd 250plus bill is more then they would earn from Acer from doing a warranty repair job.

     

      i have tried searching for the lights flashing but didnt find a answer (just lots of questions).  i would acutally like to get a indepent report but the cost of 55pounds plus that just isnt worth it nor is 250 plus to get a near year old laptop repaired.

     

      What happens to laptops that have not had their fee paid for?

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    Acer will contact you again to ask for confirmation of whether or not you want to pay for repairs. If not they will return the unit unrepaired. You can also ask them to hold on to the computer for a while longer while you decide.

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    Also, can you describe the flashing pattern? I'd be happy to see if I can find anything for you.

     

    Take care,
    ScottyC

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    Really I was under the impression they will keep the unit until i pay the 55pounds fee.

     

      IIRC It was 5 flashes on the power button, 1 second intervals? and same length flashes

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    If I remember correctly 5 flashes indicates a memory (RAM) issue. In your shoes what I would do (assuming you don't want to pay the repair fee of course) is remove the ram modules and reseat them (put them back in carefully. See if the system boots up. If not there are a few options left. What I would suggest is just grabbing a couple new memory chips from your local tech store (they're very cheap and can be returned if necessary) and replace the defective ones. If the unit powers on then you're in business. RAM is very sensitive, it's not hard to cause serious damage to them.

     

    The issue is that when they're damaged they can cause damage to other internal parts, parts like the mainboard. If after trying new memory modules you're still having issues it's very likely the mainboard is also gone. You can always order a new one online but get ready for a fun filled time of disassembling and reassembling your computer.

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    Right pictures never turned.  Laptop has turned up today so I thought i would repair it myself.

     

      Low and behold it was a loose wire on the dc port, resoldered it and all fine, turns on and charges. 

     

      Turn the laptop on and bang, there is a MASSIVE crack across the screen, I am fuming.

     

      There was  no report of damage to the screen when sending it off to Acer, first phone call from them NO mention of a damaged screen, first I heard of this was from their invoice they sent me.  Hence the whole reason why i asked for pictures of the damage and asked them specifically what is wrong with the screen.  

     

      Either they have damaged the screen themselves inbetween recieved the item ringing me the first time THEN sending out the invoice.  Or it was damaged in transit, I wrapped the item VERY well, including using the oringal box the mobo side down (as the charger was in there).  I have checked the box and there is no damage to suggest UPS is at fault there.  

     

      As there as NO mention of the damaged screen in the case notes from me to them why the hell was this not brought up earlier then the invoice?, they know well as I do once they sign for the item they are very limited on claiming compostation from UPS.  This is a abosulte joke.

     

      

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    I do notice no one from Acer (or is it infotech employees?) have replied to this topic.

     

     

    Item reported damaged on the 18th September with the below questions asked

     

    1)May I now is there changes caused on the unit?

    2)May I know is there damages caused on the unit?

    3)May I know is have you tried to turn on the unit without the battery connected with adapter alone?

    4)May I know have tried perform power drain on the unit,?

     

    Replied to on the 19th September

     

    Problem :
    Laptop will not turn on, when pushing the on button the blue power light on the button flashes 5 times

     

    Along with shipping information, was shipped the same day IIRC.

     

    The first phone call, saying that the mother board is at fault was on the 26th September which had NO mention of other damage nor damage to the screen from 0207 760 3350

     

    Invoice arrived on the 10th October (hence my post on here the same day), stating damage to LCD panel, RAM, wireless card and motherboard.  Phone call to Infoteam stating they will send pictures of the damage with 2 working days, they never arrived.

     

    Email sent to Acer on the 10th, tweets sent to Acer on the 10th.  All ignored with no replies.

     

    This post has been here since the 10th, no replies from anyone working for Acer or Infoteam

     

    Laptop arrived back on the 21st October.  Phone call to Infoteam 21st October awaiting call back within 2 hours.

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    Should be straightened out before too long. Acer has insurance on all outbound packages, so I would say you're in the clear. Just wait to hear back from them. Would be interested to hear how this goes, feel free to post your results back on here.

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    Is it strange that the repair invoice would not mention the DC power jack cable on it at all, or would that be supplied as part of the motherboard?.  I have not had a phone call from them but have recieved a email from someone.

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    How do I go about getting a indepent computer inspection done, is there a certain person that has to do it?, i.e qualifed with a certain degree qualifcation etc?.  I do have a few nearby computer shops.

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    "Is it strange that the repair invoice would not mention the DC power jack cable on it at all, or would that be supplied as part of the motherboard?.  I have not had a phone call from them but have recieved a email from someone."

     

    The repair invoice covers any and all issues, so even if it's not mentioned it will be repaired for the same cost.

     

     

    "How do I go about getting a indepent computer inspection done, is there a certain person that has to do it?, i.e qualifed with a certain degree qualifcation etc?.  I do have a few nearby computer shops."

     

    You can get anyone you like to inspect your computer, but that would ultimately just cost you more money in the long run. If you computer has been inspected by Acer's techs and they've already come to a conclusion there's nobody who will change their mind. Even if the technician finds that there was something else wrong it wouldn't change the fact that there is customer induced damage that isn't covered, and the warranty states that a unit must be returned to 100% condition before being returned. This means that even if the issue you called in for is completely unrelated, they would still need to repair the entire thing. 

     

    Realistically in this situation you're best to either pay the repair fee and have them fix your computer, or take it to one of your local computer shops and have them repair it. It's worth noting though that a lot of computer shops just send the unit back to the manufacturer and pay them for the repairs, so you'd be looking at an even higher repair bill.

     

    And in reply to your private message, yes I have experience with hardware and hardware failure, as well as software issues.

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    In regards to the repair, I have repaired it myself, as suspected it was a lose wire on the DC jack.  I have already mentioned there above.  

     

      So whats your advise in regards to me sending it with a working screen and recieving it back with a broken screen?.  As well as the wi fi chip not plugged in nor screwed down, screws missing and the front plastic casing having a crack in it.

  • ScottyC
    ScottyC Member Posts: 433 Practitioner WiFi Icon

    I would call them directly and tell them exactly what you've found. I would also make a point not to mention that you fixed the unit yourself, as they will then know that you've taken the unit apart. As I said before, all return shipments are insured, they'll be able to work something out with you. Did you happen to take a picture of the damage after it came out of the box?

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    No as I didnt know it was damaged until I turned the laptop on, it was not delivery damage as the box is fine.

     

      So lets look at the facts so far.

     

      I sent it to them as it would not charge.  (no mention of broken screen)

    They called me on the 26th to say motherboard was faulty, they have requested a new one

    10th October I recieve a invoice for 250pounds for screen, motherboard, wi fi chip, keyboard and RAM

    Call them on the 10th to say I refute this and was told pictures will be with me in 2 working days.

    Recieve laptop back on the 21st.   Call them on the 21st to inform them of the damage to screen which wasnt there in the first place (surely they would have looked at the case notes IF it had been caused outbound postage).  Promised a call back in 2 hours.  

     

      So no pictures from infoteam and no phone call back from a supervisor.  Add to this a ignored email to Acer, ignored on twitter and facebook.  And a changed story from infoteam. 

  • mmaarrkk
    mmaarrkk Member Posts: 11 New User

    Currently on its way to being resolved.

This discussion has been closed.

Categories