13 CB5-311-T9B0 charging port issue

gregwilley,

First of all, I would like to apologize for the experience that you have had with your Chromebook. I do see that it looks like they have replaced some parts and it is getting ready to ship back.

I have went ahead and added some warranty time (about 30 days) as a courtesy. If your Chromebook returns to you and you are having the same problems again, please PM me and we will work on a solution other than another repair for it.

hschwenk,

I would recommend that you contact Acer in regards to the issues. Here is the link to set up repairs online, or you can chat online with a technician (available 24/7).

I purchased the Chromebook 13 for my daughter in August 2014.  She started to have the same problems with the  charging port as this person described.  Just before August 2015, we sent the 13 in for repair.  Less than 2 months later, she is having the same problems to the point that the Chromebook is no longer useable - it cannot be charged. 

The headphone jack has not worked since the device was sent back to us, but now the charging port does not hold the plug - it is very loose.  She's asking for a Macbook instead of dealing with this, but I'm trying to teach her the principle of demanding that a company support consumers of their products, especially when there is an apparent defect involved. At this point, the device is no longer covered by warranty.  What options do we have?  It was very difficult to go through the process of setting up to return the device the last time.  We spent more than an hour in the online chat trying to get help.  Please give us some reason to believe Acer is a company that cares and does the right thing.

It looks like you reached out and helped gregwilley, which seems promising.

I absolutely love my Chromebook 13 ns I don't want to see it trashed but my connector is loose also. The other day it would not charge the battery. It was like it wasn't even aware it had one, no icon for it, no percentage. So I unplugged and tried another outlet, plugged it in and somehow in just moving and replugging, it corrected itself. It still charges but it worries me considerably. Clearly the port is a weak design flaw. I can only imagine the amount of people who must be returning units. Any development with this, any type of adaptor to save the port before it fails? Any how-to-ideas/instructions on modification to the unit to bypass the port and add a different one so as to not lose the device to such a wimpy fail?

Thank you,

Mike 

What have the resolutions been? I have the same issue with mine and it's very painful trying to get the computer to turn on. Mere luck and very little of it. The adapter is fine. I tested it and the voltage comes out consistent. Bad design on a small item that ruins an otherwise good product. Please advise on what to do?! 

Hello Justin, Acer,

Thank you for your attention, I PM'ed  you the requested information.

I am still concerned reading through the experiences others have had and worried that Acer is not yet addressing this issue at the root --  a design flaw on a charging port so weak & loose it renders the computer useless.

If the present "solution" is to have technicians replace the same port, and possibly the same bottom casing with weak plastic tabs is replaced, the problem is bound to repeat in the same amount of time as the past failure points. This would buy time but actually increase cost as the problem will resurface again as we have seen. It will also cost the company customer satisfaction and begin to cause an image problem.

This requires just a few short hours of actual engineering time & tests, to permenantly correct the issue and satisfy otherwise hopeful but growing number of disappointed and fustrated customers.

Solutions can be as easy as reusing a proven good port already supplied on other Acer computers, with simple readaptation on the wiring or plug. This way, no new supply is needed, just adding orders to existing supplies.

Defective products get swapped with the new port & power supply while all new & unsold products go out with the improved version. No more unhappy customers, costly repair time for company, and a reputation not helpful for an otherwise fine product and company.

Another idea is to re-adapt the port to use a commonly avilable but already well proven USB type-C port. This port is awesome as it is used on many new phones and a few computers already, without issues. It can handle up to 20v5amps. No need to make it work as a data port. Just put a label on it as power-only. Any creative design engineer will surely be able to figure the wiring adaptation and a space for it on the existing casing, with just a little tweaking. This way, it comes down to the technicians actually being able to fix the problem, not buy time on it.

Imagine buying a car, with everything working so well when it could start but the key keeps falling off and would not let you start the car. Well, this is very similar. 

Please help get the message up the chain to the point the decision can be made to take actual corrective action and show that Acers understands how build and hold a good reputation.

PS. those who have this issue, if you have additional inputs & idea, please voice up! 

Also having the same issue.

The battery charging light is blinking but when the power cable is removed - the chromebook shuts off. Indicating that there is no charge in the battery itself.

Chromebook out of warrenty now - of course - why are these things always built to last just out of warrenty #?

It seems like others have had a fix - any ideas on what Acer have done for you ?

THanks

Thank you sooooo much for this one. Appreciate the help.

Mike

Hello!

I am having the EXACT same problem with others in this thread - it's clearly a DESIGN issue as the power jack isn't secure within the unit.

Rather than give my details in a PM, why not post RIGHT HERE what Acer plans to do about this?

Thanks.

It looks like your unit may still be under warranty, so getting it fixed shouldn't be a problem.  

Many stores have a 90-day return policy for computers, so if possible, RETURN it and get your money back.

After you're out of warranty, Acer is very content with ignoring you and they won't acknowledge this design defect.