Why you should never buy ACER Products

gautam2009
gautam2009 Member Posts: 20 Troubleshooter
edited November 2023 in 2019 Archives
After Windows update my ACER PREDATOR G9-791 got bricked and below is the response from the authorized support. 
Why should I spend in Acer ?


Customer Quotation - 000XXXXXXXX

EnsureMiddleEast TechnologySolutions LLC
Off. 102, Burj Al Arab Tower, Abu dhabi
Hamdan Street
T +971 2 447 8973 | F +971 2 447 9292
52439 , Abu Dhabi , UAE
Ph: 00971 2 000000 ,Fax: 
E-Mail:XXXXXXXXX@ensureservices.com
Quotation Date: 05/03/2019
Customer Name: XXXXX kumar
Telophone: XXXXX
Fax: 
Contact: XXXXXX kumar
Mobile:

Job Card No: 000XXXXXXXX
Cust Ref No: 
Call Type: Paid
S.Engineer: Justin
Brand: Acer 
Model Name: ACER PREDATOR G9-791 
Model No: PREDATOR G9-791
Serial No: NXQ03AA001XXXXXXXXXXXX

Comments : XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
 E-Mail it to XXXXXXXXX@ensureservices.com



DecsriptionQuantityAmount (AED)
Mainboard Repair Charges1.000XXX.000
Value Added Tax 5%XX.X00
TotalXXX.X


[Post edited to remove inappropriate or personal content -Acer-Manny]


Answers

  • Deejay_tech
    Deejay_tech Member Posts: 356 Seasoned Practitioner WiFi Icon
    what you mean by bricked by update ?
    ideally it should be a software issue and not a hardware issue requiring repairs.

    worst case scenario in updates is that wrong bios is installed.

    other wise it is a software driver issue. or corrupt windows system files.

    give details of exactly what is happening on the machine when you switch on. bios logo visible ??

    My personal Acer m/c's
    1) Gaming: Acer Predator Helios 300 PH315-51
    Config:Core i5 8300H, 16GB, 250GB SSD, 1TB HDD, 1050ti GPU

    2) Daily Use: Acer Aspire A315-53  59GR
    Config: Core i5 8250u, 8GB, 256 SSD, 1TB HDD, IPS FHD 

    3) Linux Learning: Acer Aspire A315-53 P4MY
    Config: Pentium Gold 4417U, 8 GB, 256 SSD, 500GB HDD.
  • gautam2009
    gautam2009 Member Posts: 20 Troubleshooter
    edited March 2019
    I am an IT guy, I know what I am writing in the forum.
     
    In my perfect running laptop, I got a notification Windows updates are ready to be installed, and after the installation reboot and then Blue Screen, I tried to repair/Restore and now it does not goes even to the BIOS.

    Took the laptop the ACER Authorized service center, complete details such as Job Card No, issue, fix, charge, serial number, etc. are mentioned in the first post above. 

    I am soo much surprised, Windows update leading me to Motherboard Replacement !!  To all the readers, If you were in my shoes, is it something fair ? 
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited March 2019
    @gautam2009 why didnt u contacted acer support themselves to get it sorted we all know that some supposed certified repair centers are just rubbish so the solution here its to report it directly to acer support about what happened to the laptop and what they did in the supposed certified repair center and were u charged when still on warranty ? if you were already oput of your warranty period you canno do anything about it but you can still complaint directly to acer support about it i have been using acer laptops since 2008 never had any issues with any and all my 4 laptops still alive and kicking


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • ven98
    ven98 ACE Posts: 4,073 Pathfinder
    Sometimes not being able to enter in BIOS by pressing F2 doesn't mean it is necessary a BIOS issue, it could also be an issue with the windows. I think the bootloader was corrupted during the update, because this is what usually happens and the reason why you saw BSOD could had been, because secure boot was disabled. It is also possible that something else could have been corrupted as well, but I digress. Sometimes corrupted windows might cause the device to not be able to boot in BIOS, but you are an IT, so you know what you are writing. What you could have done is disconnect the storage device(SSD or HDD) on which windows was installed and if windows was causing the problem, you would be able to boot in BIOS. This is a very important step, because it usually works.

    There is a possibility that the service centre bricked your device. If they unsuccessfully tried to reflash the BIOS, it is possible that they messed up the part responsible for detecting bootable devices. If this happens the BIOS can't be reflashed anymore and BIOS chip needs replacing. 

    This is just me assuming where the problem could be. If it is indeed the BIOS that is being messed with(I just don't see what else it could be, unless the service centre did something else), you can find someone that can install the BIOS on a new chip and solder it on the place of the old one and it will cost you much cheaper, that is if the issue is with the BIOS.

    The other possibility is that the service centre never tried reflashing the BIOS or opening the device at all and they are just assuming it is the motherboard that is malfunctioning, but this is very unlikely.

    Hope that helps.
    Always post the following characterisitcs of the device:
    -Model number
    -Part number(not required, but helpful)
    -CPU
    -GPU
    -Operating system

    Helios 300 and Nitro 5 users DO NOT update the BIOS to version 1.22 if you don't want the keyboard's backlight to turn off after 30 seconds even when the device is plugged in.


    Hit 'Like' if you find the answer helpful!   
    Click on 'Yes' if the comment answers your question!

  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru

    Hi gautam2009,

     

    We are very sorry to hear your G9-791 failed, and apologize for any inconvenience it may have caused. From the information I have seen on this topic, it appears someone from Acer in your region will be contacting you to discuss further. If they are unable to assist you, we recommend escalating the case with the service center in your region, as we are not able to access any account information through the community. 

     

    Acer community is not a direct portal to tech support, customer service or claims/disputes. It is design as a peer to peer support community where Acer users can help other Acer users, a place where members can exchange their own advice, ideas, articles with knowledge and troubleshooting techniques etc. 


    Thanks,

    Acer-Manny

  • gautam2009
    gautam2009 Member Posts: 20 Troubleshooter
    By the way, this seems to be like product defect, many people facing the same issue

    https://community.acer.com/en/discussion/527321/predator-17-won-t-boot-up-and-touchpad-flashes-green-and-orange

    Went to the ACER Authorized service center,  They have asked for Motherboard replacement !!  Acer made my day !!
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited March 2019
    By the way, this seems to be like product defect, many people facing the same issue

    https://community.acer.com/en/discussion/527321/predator-17-won-t-boot-up-and-touchpad-flashes-green-and-orange

    Went to the ACER Authorized service center,  They have asked for Motherboard replacement !!  Acer made my day !!
    @gautam2009 as @Acer-Manny stated above if the certified repair center is not able to assist you properly you should escalate your issue further higher hope u get it sorted and proper assisted though


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • gautam2009
    gautam2009 Member Posts: 20 Troubleshooter
    xapim said:
    By the way, this seems to be like product defect, many people facing the same issue

    https://community.acer.com/en/discussion/527321/predator-17-won-t-boot-up-and-touchpad-flashes-green-and-orange

    Went to the ACER Authorized service center,  They have asked for Motherboard replacement !!  Acer made my day !!
    @gautam2009 as @Acer-Manny stated above if the certified repair center is not able to assist you properly you should escalate your issue further higher hope u get it sorted and proper assisted though
    (........escalate your issue further higher .........) Where ? and to whom ?
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited March 2019
    Acer HQ from your country go higher as high as u possibly can


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/