13 CB5-311-T9B0 charging port issue

Having trouble with the charging port on my Chromebook. I have sent it in for repairs 3 times in 6 months.

This is the story:

After 4 months of use the Chromebook stopped charging. The power connector seemed really loose when plugging it into the Chromebook. Acer thought it was a battery issue.

I paid to ship the unit back and Acer fixed the issue and sent it back to me. The power adapter then clicked in nicely to the Chromebook and everythign was good. Not sure if they did anything with the battery. For 2 or 3 weeks the Chromebook worked fine. Then started having the same issue where the power connector was loose when plugging into Chromebook and it stopped charging. Acer apologized and promised the senior technicians would look at it. Acer paid the shipping for me to send the unit back in and Acer repaired it again.

3 weeks later it's not working again. Same problem with the power connector.

Called in with the issue and was transfered to Senior technical support. The tech support person informed me that the last time it was sent it it had "damage". I told him it didn't have any damage, it looks perfect. He said if the plug is pulled it can separate the power connector from the motherboard or something like that. And that I might have to pay the repair cost if that is the case this time. I told him that if it is so fragile that a couple of pulls on the power cord make it unusable their must be a manufacturing defect. He told me that Acer is the #1 Chromebook seller...

In any case this Chromebook does not get heavy use. It sits on a bedside table and does not get moved much. So the unit is not being abused by any means.

I feel like I got a lemon. Anyone else having an issue like this?

Accepted answers

All comments

-Justin

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

Hi Justin,

Having read this thread it appears I am having the same difficulties.

When I connect my power lead to my chromebook, it doesn't seem to fit in the socket snugly and appears loose.

I have been able to charge my chromebook with no problem in the past however now I can get power ONLY when it is plugged in, if I remove the power cable it looses all power and I've noticed the battery indicator remains at 1%

What should I do?

H

-Justin

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).

Sepp1

I had the same issue and Acer replaced my CB5-311 Chromebook. After a few weeks the problem appeared again on my new (replaced) Chromebook. While power cord is attached and power charging LED is illuminated orange, the battery remains at 1%. If the power cord is removed, the chromebook shuts down immediately.

I recognized, that the battery will charge after I shutdown and restart the Chromebook with the power button (top right on the keyboard). This has to be done from time to time.

IMO it's a firmware or software problem.

regards

Sepp

knewgarden

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.

-Justin

knewgarden,

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
Symptoms

txmitchell

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

-Justin

txmitchell,

If you would likewe can have our repair technicians check the system out. If that is something you are okay with, would you please PM (private message) me the following information?

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

Pham

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?!

-Justin

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

Pham

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!

Sedward

We are having the exact same issue with our cb5-311. It has very light usage and rarely moves at all. The other day I went to charge it and nothing. So frustrating.

elindave

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

Sedward

I ended up replacing it myself which was really pretty easy. Remove the screws, pop the back off, unplug the old AC adapter, then plug in the new one, test and then put back together. No thanks or any responses to Acer on this one.

Link to part - http://www.cdsparts.com/p-6202-new-acer-chromebook-c810-cb5-311-laptop-dc-jack-cable-50mprn2003.aspx

txmitchell

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

Mike

Montefan

I'm having the same problem. We have two units and they both have issues charging. One of them will actually charge as long as the cord sits just so and the other will not charge and will only come on if the cord sits just right. Just used the link to order two new charging ports, because of course this happens after a warranty expires.

Does seem like they have an issue with this part...

parkercrossjr

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.

Guenile

SNID or serial number 311 Chromebook
Hi,

I have bough the above in May 2016 and today iIdiscovered that for unknow reason the battery plug has become loose, and I am no longer sure it is charging. Can you let me know what to do next as it does not appear to be broken.

parkercrossjr

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.

alyssa8502

Hi Justin, 7/26/2016

My sisters Chromebook 13 is having the same problems as the others on this forum. She said that her charger was working just fine last night, but when she woke up her Chromebook was at 1% and the charger is no longer working. We have tried both of the Chromebook chargers we own, and neither of them work. When I plugged the charger into my Chromebook, it went in nice and snug and worked just fine, but when I plugged the same charger into my sisters Chromebook, it did not fit in as snug as it fit into mine. The charger in her Chromebook was very loose fitting and I think that is what caused it to not do its job. (I hope this made some sense).

Sincerely, Alyssa

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