Several issues from sound distortion to loose display port.

neonapple
neonapple Member Posts: 4 New User

I have a unit that has several issues (a few warrantable). Some issues I know are within scope of non-warranty. However, when you combine all the issues together, you can see I got a lemon. I would like to send this in and have a re-certified unit sent to me, however the shipping cost from Sweden to Acer Europe is around $250 (USD) due to the weight and size of the unit. Sweden has extremely high postage rates for int'l shipping.

 

here are my issues I am having with the unit:

 

  1. DTS Surround Sound distorts severely on the low-end (Several others claim the same issue, no resolution aside from monitor swaps) https://community.acer.com/t5/Predator-Monitors/X34-Audio-Issue/td-p/419987
  2. Power button that is stuck and no longer clicks. I have to apply strong force to it to either turn it on or off. It doesn't click on or off.
  3. A display port that if the cable even slightly moves/jiggles my monitor goes into "no signal" or flickers like crazy until I tap it just right. This occurs even after replacing the cable.
  4. A green STUCK PIXEL that is always ON in the middle of the screen. (It shows clearly on a dark screen and during boot-up) I read Acer's pixel policy. 16 pixels for warranty? The issue is the position of this green pixel. It is in the middle of the screen! (I believe ASUS will not even tolerate one STUCK pixel. Only dead ones.)
  5. Coil whine when running at 95hz based on screen content  (Acer states on forums this is normal, but it's concentration breaking at times)

 

I would hope that Acer can take exception to my particular case and offer an outbound postage label with a replacement unit rather than repair.

 

This unit was purchased less than 1 year ago in Sweden. Date on the underside of the monitor is "September 2015)

Answers

  • Jose-Acer
    Jose-Acer Administrator Posts: 1,355 Community Administrator

    Hello neonapple,

     

    I would like to look into this for you. Please send a private message with the serial number of the system and if you have a case number or case ID from when you spoke with support, that would be helpful as well.

  • neonapple
    neonapple Member Posts: 4 New User

    Here is the coil whine from my unit.

     

    https://www.youtube.com/watch?v=UKKdyUCebR8

     

    Test your unit here: http://thume.ca/screentunes/ (Most shouldn't hear anything or a faint sound, not like my unit)

    Set your unit to the highest frequency. (e.g. 100Hz)

  • neonapple
    neonapple Member Posts: 4 New User

    CASE: 10728545G (Acer Europe)

     

    Hi. Can one of the Acer Technicians for Acer Europe please append this URL to my case notes:

    https://www.youtube.com/watch?v=UKKdyUCebR8

     

    It is evidence of very high coil whine. There doesn't seem to be a way to add notes to my case ID.

     

    This whine can be heard in another room it is so loud. I fear the unit being returned to me without this issue being resolved. Acer has had my unit for over a week with just "Under Repair" being the only understanding.

  • neonapple
    neonapple Member Posts: 4 New User

    There seems to be no way for me to contact acer europe (Sweden) via E-mail although UK and US seem to have mail support. I tried writing to UK support and they just threw me to the self help section for my region (basically these forums and the FAQ)

     

    It's been 2 weeks and the only thing I know is that my unit is under repair.

     

    Writing PMs to Acer Technicians go un-answered or are unhelpful because they are not in my region.

     

    You cannot even add a comment or notes to your case ID without the help of someone you can't even reach! Acer seriously has one of the worst repair and support systems I have ever encountered.

     

    2 weeks. No information on what is happenning or when I can get my unit back. Forum technicians so far have not been able to assist me in simply adding some additional notes to my case.

     

    I simply want the fixing technician to see the youtube video above to prove how bad the Coil Whine seriously is. Why is that such a hard request to ask for?

     

    Here it is once more:

    https://www.youtube.com/watch?v=UKKdyUCebR8

     

     

     

  • Jose-Acer
    Jose-Acer Administrator Posts: 1,355 Community Administrator

    I'm sorry that it has taken a while to reply but I was under the impression that you had been contacted by our Eruopean support.  Once I received your PM I went back and asked for more information but I wanted to make sure I had a reply before contacting you.  I have sent you a PM with the information that I received today.