Warranty Issue with Corona Virus

DMB41
DMB41 Member Posts: 17 Troubleshooter
edited November 2023 in 2020 Archives
I had to put in a request to have my Predator Helios repaired due to constant network adapter issues as well as it overheating (temps 212 - 216 farenheight) when playing any game. I was surfing the web and out of the blue, the fans went to full blast and temps raised up to 195 farenheight, so something is definitely not working right. Anyways, so I put in the request the other day and received the email with all of the steps I should take to send it to TX for repairs.  My warranty actually expires in 3 days, and I'm worried about what will happen. My guess is ACER will honor it since the repairs were requested and it was approved while still in warranty.  BUT, with the Covid-19 pandemic, I have no idea when I'm going to be able to ship it.  The place I use to ship things is shut down. My city is lock down and only essential workers are allowed to be out of the house. They actually made it a misdemeanor crime if you violate the order.  I'm going to try and find some bubble wrap, but I don't know if I've got a box that will work for shipping.  Can anyone advise what I should do?  The chat is shut down because of the virus. I waited on hold for 4.5 hours (yes, four and a half hours) and then my phone just disconnected.  I then waited another 2 hours on hold, but the phone disconnected again. I can't find any email information.  I really would like to know what's going to happen. My other question was whether there are any ACER repair centers I could bring it to as opposed to shipping it?  I'm in Charlotte, NC. A web search lists one place, but when I called, they advised the no longer work on computers.  Any thoughts?  Thanks in advance.     

Answers

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited March 2020
    DMB41 i am pretty sure they will not void your warranty due to the expiration and this pandemic shipping issues just get in touch with support and they will guide you through what are the next steps as long as you had raised a ticket with support before the expiration your fine theres nothing to worry about it juts be safe and take care and take it easy everyone its in the same boat everywhere :)

    Maybe @Acer-Manny, @Acer-Jose, @Acer-Karp could help you in any way providing the info you need :)


    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/  


  • DMB41
    DMB41 Member Posts: 17 Troubleshooter
     Thanks guys!  My concern is that I can't get in touch with anyone at support. There's no email to use, and when I call, I just stay on hold for several hours before the phone finally just hangs up.  There's no one to tell.  So frustrating!  I'm just downloading a 4gb file and my temps keep rising from 170 - 190 for zero reason.  It's the CPU getting hot, not the GPU.
  • DMB41
    DMB41 Member Posts: 17 Troubleshooter
    I'm starting to get worried again.  The more I think about it, I'm nervous that since I can't get in touch with anyone, how long would it be before they could get it back to me if I ship it to them now. I don't know if they have employees even working.  If that's the case, I definitely want to wait before sending it in.  I really wish there was a way to get in touch with someone from their warranty department.  
  • Kanokare
    Kanokare Member Posts: 9

    Tinkerer

    I was able to chat with them through their text support below.  I also sent my laptop through Fedex with their laptop boxes that they offer.  

    https://us.answers.acer.com/app/answers/list
  • DMB41
    DMB41 Member Posts: 17 Troubleshooter
    That's good to know that FedEx has laptop shipping boxes, I didn't know that and was wondering how I was going to package it.  I've tried chatting multiple times.  Every time I visit the chat option, it says "unavailable".  I've checked every day for the past few days.  Were they able to give you an estimate for completion of repairs?  I'm worried that it's going to be extended a lot due to all of chaos going on right now.  I'm already worried about having to two weeks (they say 10 days, but I'm guessing that's 10 business days).  I don't want to ship it in and then find out it's going to be 4 to 6 weeks because they got backed up due to the virus.  

    I'll keep looking for the chat support.  Maybe I'll get lucky at some point.
  • Kanokare
    Kanokare Member Posts: 9

    Tinkerer

    edited March 2020
    Mine was a blank screen issue so times will vary maybe.  I shipped it on the 23rd and they repaired it by Saturday.  I should be getting my laptop this week based on the shipping tracker.

    Right now it says chat is available for me.
  • DMB41
    DMB41 Member Posts: 17 Troubleshooter
    edited April 2020
    I tried chatting, even though it says Chat is not available, I entered my serial number and was then given the option to live chat. I did, and this is what I get:
    Warranty End Date: 03/29/2020
    Registered Owner: 
    12:38 PM  Customer: 
    yes
    12:38 PM  
    please call Phone: 1-866-695-2237
    12:39 PM  Customer: 
    I've called over and over but I just stay on hold. I waited four and a half hours a few days ago and then the phone just hung up. I tried again for 2 hours, and then the phone hung up. That's why I tried to chat with someone.
    12:40 PM  
    we are not acer, we are answersby
    12:40 PM  
    we dont have your details
    12:41 PM  Customer: 
    but you just pulled up all the details and showed me. So, I'm confused. Do you know if people are even making repairs right now, or have they sent everyone home. I don't want to send it in if it won't get fixed for several weeks, possibly months.

    Edited the content to hide personal information
    Acer-Samuel
  • DMB41
    DMB41 Member Posts: 17 Troubleshooter
    So, just an update. I know what happened now.  I made the warranty claim a few days before the warranty deadline.  It got approved, but, now, it's out of warranty, so the only people it will allow me to chat with are the out of warranty people. Those are the people that told me they can't help me.