cb5-311-t1uu Charging Port Issues

dweissbohn
dweissbohn Member Posts: 1 New User
in 2016 Archives

Hello everyone,

 

We are a school district who purchased 90 Chromebook 13s (cb5-311-t1uu) in the spring. Eight of them are having charging port issues. I took the back cover off of most of them to investigate and its very clear that the charge port is secure inside the computer with two very small and flimsy pieces of plastic that are simply breaking off. I'm afraid that if I send these in, they're going to tell me they're damaged and we're going to get charged for repair despite the cheap build quality (no offense intended, but it is what it is). I did the online chat and they were really no help. I was just told to fill out the repair request form online (which I'm not keen on doing eight separate times). I'm being assured by the teacher using these devices that they are plugging them in themself and being very gentle. 

 

The computers that aren't physically broken will only charge if you plug them in and rotate the charger plug just right.

 

Does anyone have any advice or a better way to contact Acer other than the chat (or better yet, is ther anyone at Acer reading this?).

 

Thanks very much for taking the time to read this!

Answers

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Hi dweissbohn,

     

    8 of 90 certainly is a larger number than any of us want to see. I'll send a private message with some information and get you some assistance. Worst case, we can get one or two in, understand the issue then address the rest without causing you to much hassle in between hopefully.


    Thanks,
    Cory

  • Pham
    Pham Member Posts: 3 New User

    Have you had success with tihs issue? I have the same probrlem. Getting the computer to turn on is painfully and worse than buying a no-luck lottery ticket. Very rarely it turns on. I tested the adapter with a meter and the voltage is good. It is simply the port. Many people are having the same issue. Very fustrated! 

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    Pham,

     

    I would like to see if there is anything that I can do to help, would you please PM (private message) me the following information?


    SNID or serial number
    Contact name
    Contact number
    Email address
    Shipping address
    Purchase date

  • jochenfmeyer
    jochenfmeyer Member Posts: 1 New User

    Hi,

    My chromebook is having the exact same issue. It will only charge when the plug is inserted in a very specific orientation and it can't be moved at all or it'll stop charging. Which also makes it impossible to work with while charging. Please let me know if anything can be done about this.

    Thanks!

    Jochen

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    jochenfmeyer,

     

    Your description of the issue makes it sound like the charging pin inside is loose, which could be something else entirely. If you want to send me the following information in a private message we can take a look at it for you:

     

    SNID or serial number
    Contact name
    Contact number
    Email address
    Shipping address
    Purchase date
    Symptoms

  • eggonlea
    eggonlea Member Posts: 3 New User

    I had the same issue. And I searched the internet and found this is actually a COMMON issue on a lot of Acer chromebook. To lower the cost, Acer just chose a too cheap power port - the metal parts inside the port are so thin and fragile. Smiley Sad

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    eggonlea,

     

    I would like to see if there is anything that I can do to help, would you please PM (private message) me the following information?


    SNID or serial number
    Contact name
    Contact number
    Email address
    Shipping address
    Purchase date

  • eggonlea
    eggonlea Member Posts: 3 New User

    Thank you for the quick response! Although the port is cheap, the service looks promising. I've sent you a message as mentioned above. I can fix it by myself if you can ship me a replacement part.

  • eggonlea
    eggonlea Member Posts: 3 New User

    Forget it. I received a LONG email describing how to ship the chrombook back to Acer and how I should pay for it to be inspected and then repaired.

     

    Looks like Acer didn't relealize or recognize they had a flaw power port design even if so many cusomters have complained the same issue.

     

    After reading so many time wasting stories shared by other customers. I'd prefer fixing it by myself and then keep myself away from Acer's products in the future. The case is over. Thank you!

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    eggonlea,

     

    There is no charge for the repair of your Chromebook that I saw when I set it up, just to ship it to the repair depot.

  • jgerard
    jgerard Member Posts: 1 New User

    Hi Justin,

     

    I am experiencing this same issue with my son's Chromebook 13.  We just submitted a customer service repair request.  The issue showed up just after the 1 year warranty expired.  I hope acer will stand behind its product.

     

    Thanks.

  • Blayn-Acer
    Blayn-Acer Administrator Posts: 2,355 Community Administrator
    jgerard,

    I can help you. Please PM (private message) me the following information?


    SNID or serial number
    Contact name
    Contact number
    Email address
    Shipping address
    Purchase date
  • Guenile
    Guenile Member Posts: 2 New User

    How can i priveate message you 

     

  • Blayn-Acer
    Blayn-Acer Administrator Posts: 2,355 Community Administrator
    Click on my name, then click the text link on the right that says "Send this user a private message"

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