No SATA cable included with Nitro 5

Jelloburn
Jelloburn Member Posts: 5

Tinkerer

edited October 2023 in 2020 Archives
I purchased an Acer Recertified Nitro 5 (AN515-54-54W2) and upon opening the bottom cover, found that there was no SATA cable for the 2.5" drive. I've emailed support and have received no replies (I'm hoping because of the whole Covid situation and not just bad customer service). It seems crazy to have to go purchase a part from a third party when the computer was supposed to include everything that originally came with it. Anybody have any tips on how I can get somebody from Acer to help with this?

Answers

  • batmalin
    batmalin Member Posts: 4,231 Guru
    Hi did you tried this request page? https://csapps.acer.com/kit-request/#submit
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • batmalin
    batmalin Member Posts: 4,231 Guru
    Nope it is valid for AN515-43 as well. Well the cable is ~15 bugs so if you whish I can give you a link. Please let me know.
          Please click yes if I have answered your question
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • Jelloburn
    Jelloburn Member Posts: 5

    Tinkerer

    batmalin said:
    Hi did you tried this request page? https://csapps.acer.com/kit-request/#submit
    I did and the page said my serial number is not valid for that form. The research I did on that lead me to believe that was only valid for Predator Helios purchasers.
  • batmalin
    batmalin Member Posts: 4,231 Guru
    Hum the forum clock is acting weird.....
    Nope it is valid for AN515-43 as well. Well the cable is ~15 bugs so if you whish I can give you a link. Please let me know.
          Please click yes if I have answered your question
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • batmalin
    batmalin Member Posts: 4,231 Guru
  • Jelloburn
    Jelloburn Member Posts: 5

    Tinkerer

    Thanks for the link. I'm just really hoping I don't have to shell out any cash for a part that was supposed to be attached to the inside of the computer from the factory. 
  • batmalin
    batmalin Member Posts: 4,231 Guru
    Well then you have to wait for Acer support to respond :(
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • Jelloburn
    Jelloburn Member Posts: 5

    Tinkerer

    Well, Acer support got back to me with a disappointing response:
    Unfortunately, we do not include these parts with our units as the items are refurbished.  These parts will go against the 90 day warranty that is provided with the unit as any modifications made to the unit will void the warranty.

    At this point, I'm tempted to just return the computer for a refund and buy another brand. There's a large sticker on the machine that says it supports 2 M.2 drives and a 2.5" HDD. Well, mine doesn't since it doesn't have the necessary proprietary cable to hook up a 2.5" drive. On top of that, saying the warranty would be voided if I put the part back into the machine to make it work like it's supposed to is just ludicrous. What kind of service is this? Do I lose my warranty if I stick another stick of RAM in? Another M.2 SSD?

    I have never been more disappointed in dealing with a company's customer support department. And that's saying something for a long-time customer of Cox.

  • batmalin
    batmalin Member Posts: 4,231 Guru
    Do you have a warranty sticker on the top of a screw? If not then warranty will not be voided by opening the case of the laptop
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • Jelloburn
    Jelloburn Member Posts: 5

    Tinkerer

    Nope, no warranty stickers. I mean, the bottom has to be removed to access the user-serviceable M.2, 2.5", and RAM slots, so the claim that the warranty is voided sounds like a load of bunk. The only thing in the warranty that I read that even resembles voiding the warranty is doing your own repairs before sending into a factory service center, where any malfunctioning parts will be replaced with refurbished parts. I don't know if I would call plugging in a missing SATA cable a "repair" as much as I would call it installing a user-replaceable piece of hardware.
  • batmalin
    batmalin Member Posts: 4,231 Guru
    Nope, that`s not a repair it is upgrade so you can do it by yourself without worries just like I did.
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • Masbie
    Masbie Member Posts: 1 New User
    batmalin said:
    Nope, that`s not a repair it is upgrade so you can do it by yourself without worries just like I did.




    batmalin said:
    Hi did you tried this request page? https://csapps.acer.com/kit-request/#submit
    Hi, do you have link for outside u.s?
  • batmalin
    batmalin Member Posts: 4,231 Guru
    Sorry, that`s the only one I have.
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • Simo998
    Simo998 Member Posts: 35 Enthusiast WiFi Icon

    Jelloburn  wondering did you get the sata cable in end? hope you got it sorted.  I had exactly the SAME problem as you. I had to call the retail shop to confirm if the sata cable was included as I was about to buy the Nitro 5 last week. They weren't sure because we were getting conflicting information.  so in the end we literally had to open a box to see and in the new Nitro5 AN5 15-55-76SK laptops the sata cables are included now. 

    but then I saw the warranty void sticker at bottom so I thought whats the point of including a sata cable but then telling people your warranty will be void? Seemed ridiculous.

    To cut a long story short I got an official answer from Acer and they said "Upgrading RAM or installing HDD does not invalidate the warranty, but if there are problems caused by the process, the warranty is void."

    I was later told by the local customer service agent that the sticker is for 'them' to know if the unit is a 'standard' unit or 'non-standard' unit. I explained this was causing alot confusion and they seem to agreed actually.

    From what I read now,  I am told it also depends on 'which country' you bought the laptop. Some countries may be different and might void your warranty, but for those in Indonesia it does not void your warranty. A number of youtubers who do Acer reviews have confirmed this also. 

    For me would definitely have not bought the laptop if they told me in beginning  my warranty will be void by upgrading ram myself, so I was relieved it was not my case here. I find it so confusing that they have sticker at all because the old and new Asus do not have it. I hope Acer changes this.

     Acer Nitro 5 AN5-15-55, 16Gb RAM, i7 10750H, GTX1650Ti , 2x nvme drives + 1tb SATA SDD, dual boot 2xdrives Ubuntu 20.10 and Windows 10