A515-54G-5928, Acer is refusing to replace motherboard even under warranty, what are my options?

dglb99
dglb99 Member Posts: 8

Tinkerer

edited October 2023 in 2020 Archives
I've been battling with this issue for a few months now.  In mid-October, I purchased an Aspire 5 (A515-54g-5928) off of Amazon.  Everything seemed to work fine but around late November I decided to upgrade the RAM from 8gb to 12gb.  What Acer has advertised is that there is one user-replaceable slot that supports up to 16gb, and there is 4gb of RAM soldered to the motherboard giving you a total RAM capacity of 20gb.  I didn't need 20gb of RAM and decided that 12gb would suffice (8gb in the user-replaceable DIMM plus the 4gb onboard RAM for a total of 12gb).  
When I took the back panel off to install the 8gb stick I noticed that there was already an 8gb stick in there.  "Weird," I thought, I went ahead and put the new RAM in to see what would happen.  The laptop still had 8gb of RAM.  Then I looked a little deeper and noticed that the computer is only registering 1 of 2 slots in use.  The 4gb onboard memory is not being recognized/functional.
I went ahead and removed the replaceable ram to see if the laptop would boot using just the memory soldered to the motherboard.  It was not able to POST or enter the BIOS let alone boot into Windows.  At this point I am thinking during assembly someone noticed my laptop was missing 4gb  of ram so they just threw in an 8gb stick and sent it on its way hoping nobody noticed.  Very disappointing, especially since I cannot change the ram myself, and the only way to fix this would be a new motherboard with working onboard memory.
I talked the Acer, explained the issue and they seemed pretty good about it, set me up with a case ID and the only thing I would need to pay for was postage to send the laptop to their repair center.  I sent the laptop into them and about two weeks later I got it back.  All they did was boot it up, confirm that it had 8gb of ram and send it right back.  Absolutely no troubleshooting regarding the onboard memory.
Again I called Acer and explained the problem regarding the onboard memory.  This time I explicitly stated that due to the onboard memory not working the memory is not operating in dual-channel mode.  I also put a 4gb stick that it should have come with, this way when the onboard memory is working the computer will have 8gb of RAM as it should.  I was hoping with the explicit mention that the memory is not in the dual-channel mode they would have to confirm both DIMM slots are working and when they test the onboard memory see it that it isn't and all would be well.  They did not do any troubleshooting regarding the dual-channel memory or the onboard memory.  They put an 8gb stick in and returned it back to me.
So now what?  Mail it back just for it to be returned without a new motherboard?  Thoughts regarding this issue?  Does anyone here have an A515-54g that they can confirm has 4gb of onboard memory?  I'd like to make sure that my laptop actually has a bad memory unit and Acer didn't just grossly false-advertise this product.  Maybe if I keep mailing it in for repair I'll have a case under the federal lemon law and can take them to court.

Best Answer

  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    edited March 2020 Answer ✓
    In this case Acer are right but I can see where the confusion on both sides occurred. There are 2 configurations for this model, one with 4gb soldered onboard and an empty slot for another 16gb for a total of 20gb. The other configuration with no soldered on board RAM and one slot taking up to 16gb RAM for 16gb total and your model shipped with 8gb in that slot so you obviously have the latter configuration. Below is from the Tech Service Guide for your model. 
    Note it states below 0gb OR 4gb onboard and 16gb OR 20 gb total.


    Please click YES if I answered your question

    I am not an ACER employee
    Thank you and have a blessed day  B)

    ★★ ACE Pathfinder 2019★★

Answers

  • StevenGen
    StevenGen ACE Posts: 12,451 Trailblazer
    Have a look at "System Information" under "Installed Physical Memory (RAM)" and see what that says, does it say 12GB or 8GB? This is very unusual when Acer checked your 4gb of soldered RAM and they reported that 'No trouble found, Updated BIOS' which means that both removable and soldered memory is working.

    If the problem still is there then, go to this tutorial titled "Windows 10 Not All RAM Usable FIX" and follow the steps to fix this problem at: https://www.youtube.com/watch?v=OYIvq6qoaCE
  • dglb99
    dglb99 Member Posts: 8

    Tinkerer

    Hey Steven, "System Information" shows 8gb installed, after following the video you sent there was no change.  I should also mention that this is not a Windows problem, the Bios also only shows 8gb of RAM installed.
  • StevenGen
    StevenGen ACE Posts: 12,451 Trailblazer
    dglb99 said:
    Hey Steven, "System Information" shows 8gb installed, after following the video you sent there was no change.  I should also mention that this is not a Windows problem, the Bios also only shows 8gb of RAM installed.
    So why are Acer saying that all is good 'No trouble found' as they even updated the BIOS'? I would phone the Acer Service Centre and talk to them and make an appointment to personally see a technician. As that should not be happening. Acer are pretty good at fixing these sorts of problems, I've had similar problems and Acer has always fixed and replaced a motherboard and even more that needed fixing, e.g. even the keyboard (without my request) in the same service booking when the laptop was on warranty. 
  • dglb99
    dglb99 Member Posts: 8

    Tinkerer

    I didn't think it is possible to see a technician in person.  I do know that the service center they have been having me mail my laptop to is in Texas and I am on the west coast, so a little too far for me.  I would love to be able to actually talk to the technician working on my laptop, I even left an extra note both times I sent my laptop in detailing further what the problem is and all of the troubleshooting I did to arrive there, but it seems to make no difference.
  • StevenGen
    StevenGen ACE Posts: 12,451 Trailblazer
    That is not good, I live in Sydney Australia and we have an Acer Service Centre in town and I've done that to one of the laptops, that is why I suggested that option. Maybe, you should contact the place where you bought your  A515-54G-5928 and
     let them deal with this problem, as its still under warranty.
  • StevenGen
    StevenGen ACE Posts: 12,451 Trailblazer
    It sounds like there is defenatley a problem with the onboard memory, its either faulty or it hasn't been soldered on properly. Its a definite warranty job that should be fixed and customer satesfaction guaranteed! 
  • dglb99
    dglb99 Member Posts: 8

    Tinkerer

    StevenGen said:
    It sounds like there is defenatley a problem with the onboard memory, its either faulty or it hasn't been soldered on properly. Its a definite warranty job that should be fixed and customer satesfaction guaranteed! 
    100% agree.  I just can't seem to get through with support.  The people I talk to on the phone don't have the technical knowledge and I can tell they don't understand what I am talking about.  I don't know if the techs genuinely think they are fixing the problem or if due to management they are not allowed to replace a motherboard on a laptop that still functions okay depending on how you define 'function'.
  • dglb99
    dglb99 Member Posts: 8

    Tinkerer

    StevenGen said:
    Maybe, you should contact the place where you bought your  A515-54G-5928 and
     let them deal with this problem, as its still under warranty.
    I can try, but since it has been longer than 30 days I think I will just be sent back to the manufacturer (Acer).
  • StevenGen
    StevenGen ACE Posts: 12,451 Trailblazer
    Hope it all works out for you, must be a very frustrating problem for you! Good luck and if nothing happens, I would put a 16GB stick into the slot and use the laptop that way, its still better than 8GB, the 4GB onboard is pretty low capacity to make any difference for your usage. 
  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    edited March 2020 Answer ✓
    In this case Acer are right but I can see where the confusion on both sides occurred. There are 2 configurations for this model, one with 4gb soldered onboard and an empty slot for another 16gb for a total of 20gb. The other configuration with no soldered on board RAM and one slot taking up to 16gb RAM for 16gb total and your model shipped with 8gb in that slot so you obviously have the latter configuration. Below is from the Tech Service Guide for your model. 
    Note it states below 0gb OR 4gb onboard and 16gb OR 20 gb total.


    Please click YES if I answered your question

    I am not an ACER employee
    Thank you and have a blessed day  B)

    ★★ ACE Pathfinder 2019★★

  • dglb99
    dglb99 Member Posts: 8

    Tinkerer

    Which model number corresponds with ram configuration?  If what you are telling me is true and that my model only supports 16gb of ram, did Acer not falsely advertise this product?  I wouldn't have purchased it if I knew it didn't have two DIMM slots.
  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    edited March 2020
    Your model only supports 16gb mate you have zero on board RAM. I'm sorry that it is not the answer you were looking for however it is the correct answer. As for how it was marketed, I have no idea, you will have take that up with Acer. Sorry to be the bearer of bad tidings

    Please click YES if I answered your question

    I am not an ACER employee
    Thank you and have a blessed day  B)

    ★★ ACE Pathfinder 2019★★

  • dglb99
    dglb99 Member Posts: 8

    Tinkerer

    Well, definitely not the answer that I was looking for, but thank you for figuring out what exactly was going on.  I'll try my luck with Acer but it sounds like I'll just have to eat the loss.
  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    edited March 2020
    dglb99 said:
    Well, definitely not the answer that I was looking for, but thank you for figuring out what exactly was going on.  I'll try my luck with Acer but it sounds like I'll just have to eat the loss.

    I'm sorry mate. On the plus side 16gb is enough to run any game and you only really need more for CAD applications. I would ditch your current RAM and go with a pair of Kingston Hyper X Predator 8gb modules @3200mhz. Your MOBO only supports 2400/2666mhz and does not support xmp technology but Kingston get round that by making a stick with Plug and Play xmp. This way you are restricted to 16gb but at least you get the 3200 mhz speed
    https://www.amazon.com/HyperX-Predator-Technology-HX432C16PB3AK2-16/dp/B07GL6CLTT

    @StevenGen what do you think mate

    Please click YES if I answered your question

    I am not an ACER employee
    Thank you and have a blessed day  B)

    ★★ ACE Pathfinder 2019★★

  • dglb99
    dglb99 Member Posts: 8

    Tinkerer

    Funny that you mention CAD applications since I'm an engineering student and do a fair amount of CAD work.  I'll likely just sell this thing on eBay or something and get something else.  Thank you for the help though.
  • Puraw
    Puraw ACE, Member Posts: 13,976 Trailblazer
    andylb said:
    In this case Acer are right but I can see where the confusion on both sides occurred. There are 2 configurations for this model, one with 4gb soldered onboard and an empty slot for another 16gb for a total of 20gb. The other configuration with no soldered on board RAM and one slot taking up to 16gb RAM for 16gb total and your model shipped with 8gb in that slot so you obviously have the latter configuration. Below is from the Tech Service Guide for your model. 
    Note it states below 0gb OR 4gb onboard and 16gb OR 20 gb total.


    Hi Andy,
    There seems to be a lot of ambiguity about the ram onboard for this model (soldered or removable) and Acer support in the Philippines does not want to clarify the issue. The shop http://villman.com/Product-Detail/acer_a515-54g-70ag where I bought my A515-54-70AG (S/N: NXHNBSP0029340F26E7600) does not reply and is 12 hours driving from where I live, also Manila is in lock down (Corona virus). I don't want to open the back of my new laptop yet as 1 screw is Acer sealed and I will lose 2 year warranty if I do. 

    Acer specs: Memory: 4GB of single-channel, onboard DDR4 system memory, upgradable up to 20GB but DGLB99 already found out that this is "open to interpretation" 

    This is what I get with the WMIC memorychip command:
    BankLabel=BANK 2, (Task Mngr. reports: Slots used 1 of 2)
    Capacity=4294967296
    DataWidth=64
    Description=Physical Memory
    DeviceLocator=ChannelB-DIMM0
    FormFactor=12
    HotSwappable=
    InstallDate=
    InterleaveDataDepth=1
    InterleavePosition=2
    Manufacturer=SK Hynix
    MemoryType=0
    Model=
    Name=Physical Memory
    OtherIdentifyingInfo=
    PartNumber=HMA851S6CJR6N-VK
    PositionInRow=
    PoweredOn=
    Removable=
    Replaceable=
    SerialNumber=00000000
    SKU=
    Speed=2667
    Status=
    Tag=Physical Memory 1
    TotalWidth=64
    TypeDetail=128 (Synchronous)
    Version=
    A lot of blanks like removable=? so not clear if this Hynix module is in the slot or hardwired (soldered).

    My SK Hynix HMA851S6CJR6N - VK Non ECC PC4-2666V 4GB DDR4 at 2666MHz 260pin SDRAM SODIMM Single Kit Laptop Memory

    Task Manager reports: Slots used 1 of 2, implying there is one empty slot.......
    I plan to upgrade with Kingston HyperX HX426S15IB2/16 for maximum speed but was advised in this thread against that as HyperX would probably not pair with the conventional Hynix module on board while there is no XMP support for my model? Unless Acer specs and Task Mngr are both wrong and the 4GB Hynix onboard is actually in the only (removable) slot, in that case I may replace the 4GB with the 16GB HyperX risking the XMP issue (10th gen. i7 10510U). I will have to open the back eventually and inspect the memory slot but like to wait till I order the SODIMM module and can go to Manila (may take months). Any comments welcome.

  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    edited March 2020
    If you have 4gb then you have the the 4gb onboard soldered version, the user above’s model shipped with 8gb so he has no onboard RAM, only the onboard version shipped with 4gb. So you have a max of 4 x 16gb for 20gb total. You are right Hyper x is a waste of money for your model the plug and play xmp technology will not work. DDR4 2400/2666 mhz 16gb is the correct upgrade for you. The Crucial memory below is perfect for you and you can write down the part number and order from Amazon
    https://www.crucial.com/memory/ddr4/ct16g4tfd8266

    Please click YES if I answered your question

    I am not an ACER employee
    Thank you and have a blessed day  B)

    ★★ ACE Pathfinder 2019★★

  • arjunnair
    arjunnair Member Posts: 1 New User
    will i get warranty for motherboard issues..??? : nitro5 8gbram2gb graphics1tb hdd
  • stanhaus
    stanhaus Member Posts: 15 Troubleshooter
    Same problem here, I contacted the support and I was told that the onboard memory was in trouble, lie, this model of motherboard does not come with 4GB onboard, which causes the proganda to be wrong, not being expandable up to 20GB.

    My model is a little different, on the acer website it has the specifications: 

    https://www.acer.com/datasheets/2018/4876/A515-51G/NX.GS3AA.003.html

    Look "expandable up to 20GB"

    How can we solve this?

    If ACer sends me a 16GB memory we can resolve this issue in the least tragic way.

  • Puraw
    Puraw ACE, Member Posts: 13,976 Trailblazer
    stanhaus said:
    Same problem here, I contacted the support and I was told that the onboard memory was in trouble, lie, this model of motherboard does not come with 4GB onboard, which causes the proganda to be wrong, not being expandable up to 20GB.

    My model is a little different, on the acer website it has the specifications: 

    https://www.acer.com/datasheets/2018/4876/A515-51G/NX.GS3AA.003.html

    Look "expandable up to 20GB"

    How can we solve this?

    If ACer sends me a 16GB memory we can resolve this issue in the least tragic way.

    There are actually 3 memory configurations for our laptop series "floating around" (with Acer Support): 16 GB (your model), 20 GB (my model) and even a 32 GB for older models with 2 slots. I was told (in my country) by Acer Support that I could upgrade to 32 GB and I therefore ordered 2x 16GB DDR4 that I was lucky to change later (due to the Lock-Down situation here) to 1x4GB Hynix so I have now 8 GB total Dual Channel, my RAM bandwidth is now (unloaded) 34 Gb/s (was 12 Gb/s. Having said that, 16 GB Single Channel should be fine too but I would stick with 2666 Mhz bandwidth when ordering your DDR4 as overclocking is not supported for our mbo (according to Kingston support in Taiwan).