Incomplete repair, can't contact acer

Wickette
Wickette Member Posts: 7

Tinkerer
edited September 2023 in 2019 Archives
My laptops motherboard died near the end of the warranty period. I sent it into acer, they replaced the motherboard and sent the laptop back. When I received the laptop it was unable to find/see the wifi adapter, the laptop is now out of warranty so the phone number and live chat all rout to 3rd party support, I cant find any way to contact acer regarding the computer they repaired less than a week ago. 

Anyone have a clue what I should do? 

Answers

  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Open Device Manager. Any red or yellow warnings or a wifi or lan adapter listed under the network folder? Jack E/NJ

    Jack E/NJ

  • Wickette
    Wickette Member Posts: 7

    Tinkerer
    Only device under network is the ethernet card, no unidentified devices (no red or yellow warning), the intel wifi card is not under anything else. I tried taking it out and putting it back in. I ran update, I mannually installed the driver from the acer site. I did the search for new devices nothing found. 

    I swapped out the HDD for an empty one, installed a clean copy of windows 10 on that HDD, it didnt detect any wireless devices either. Either they sent me a motherboard with a dead slot. Or the adapter itself was dead I dont have a spare wifi adaptor that size to verify if its the card or mobo. 

    Its more frustrating that I cant contact acer about it. I have to enter my Serial number to use live chat or the 1800 #, in both cases it routes to the 3rd party service center, who said flat out if its out of warranty I can only use the 3rd party company, pay the fee to troubleshoot it. They dont have anything to do with any acer in warranty repair and their is no way to contact acer about it. 
  • ven98
    ven98 ACE Posts: 4,073 Pathfinder
    In this case you can give Acer a call or instead of selecting 'Yes' when it asks you whether it is about a product you own, you can select 'No'. This way you will be connected with an Acer representative and then you can ask to be redirected. 
    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!

  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Some people like Wickette seem to get all the luck in cases like this. Probably will call and get a rep that 'plays by the book'. So hang up and  keep trying until your luck changes. Or, if you're like me and knowing how my luck goes sometimes,  I'd probably just bite the bullet and get a better card that actually works from Amazon with free shipping.  :)  Jack E/NJ

    Jack E/NJ

  • Wickette
    Wickette Member Posts: 7

    Tinkerer
    ven98 said:
    In this case you can give Acer a call or instead of selecting 'Yes' when it asks you whether it is about a product you own, you can select 'No'. This way you will be connected with an Acer representative and then you can ask to be redirected. 

    JackE said:
    Some people like Wickette seem to get all the luck in cases like this. Probably will call and get a rep that 'plays by the book'. So hang up and  keep trying until your luck changes. Or, if you're like me and knowing how my luck goes sometimes,  I'd probably just bite the bullet and get a better card that actually works from Amazon with free shipping.  :)  Jack E/NJ
    I wouldn't mind paying out of pocket for the card (already ordered a USB wifi adapter) They supposedly changed the motherboard not the other parts, the wifi was working fine when I sent it in. The computer cant detect the card in that slot. Odds are they slapped in someone else's RMA board and this is the first of many issues with a dud mobo. 

    Laptop is an Aspire A515 51G, Not officially a gaming laptop but still pretty capable for gaming. 

    9 days away from being 12mo old when the motherboard died, distinctly remember the date because I bought it the day after christmas 2018 when the price dropped, had the same issue trying to contact acer for this like Im having now, the claimed it was out of warranty, routed me to the after-warranty service center. Who said if it is just the motherboard its $600+shipping to repair. I told them thats how much a new one costs now (and the same price it was when I bought it), they told me my other option is that they will buy it from me for $50. That really got me angry, I hung up, left a nasty review. THEN ACER CONTACTED ME, at this point it was a week after the warranty was up, they said they will fix it free of charge. Sent a Fed ex shipping slip and a claim #. but still no way to contact them. 

  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Yeah, seems like major out-of-warranty repairs cost at least as much as a refurb.

    What USB wifi did you order? One without the router-like antenna? Let us know how it works.

    Jack E/NJ

    Jack E/NJ

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

    Hello Wickette,

     

    I'm sorry to hear this, can you please send me a PM with the S/N of your unit so I can look into this for you?

     

    Thanks,

    Acer-Manny


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