Fraudulent advertising ???Chromebook 715-1W-39 HZ

Jimmy239
Jimmy239 Member Posts: 3 New User
edited January 2021 in Chromebooks
Bought an Acer Chromebook 715-1W-39 HZ based on reviews and a  factory sticker, next to the touch pad, which states "Backlit Keyboard".  Total BS since it does not have a backlit keyboard. Why would Acer put that sticker on it when it is clearly a lie?  I called support thinking that there must be a way to turn that feature on. The support person had limited English and the accent was so thick that I could barely understand her. She tried several key combinations and nothing worked so she finally told me that this model does not have backlit keyboard.  I asked why it has a sticker stating that it does when clearly it does not and that in my opinion this constitutes false advertisement. She did not have an answer to that.

Answers

  • Samuel-Acer
    Samuel-Acer Moderator Posts: 702 Moderator
    Jimmy239 said:
    Bought an Acer Chromebook 715-1W-39 HZ based on reviews and a  factory sticker, next to the touch pad, which states "Backlit Keyboard".  Total BS since it does not have a backlit keyboard. Why would Acer put that sticker on it when it is clearly a lie?  I called support thinking that there must be a way to turn that feature on. The support person had limited English and the accent was so thick that I could barely understand her. She tried several key combinations and nothing worked so she finally told me that this model does not have backlit keyboard.  I asked why it has a sticker stating that it does when clearly it does not and that in my opinion this constitutes false advertisement. She did not have an answer to that.
    We are sorry for the inconvenience caused to you.

    As per the specifications in Acer site here are the list of units which comes with KB backlight.

    Link: https://www.acer.com/ac/en/US/content/models/laptops/acerchromebook715

    If your device has a sticker stating KB backlight then please report the situation to Acer or Contact store.

    Regards,
    Acer-Samuel
  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
    Jimmy239 said:
    Bought an Acer Chromebook 715-1W-39 HZ based on reviews and a  factory sticker, next to the touch pad, which states "Backlit Keyboard".  Total BS since it does not have a backlit keyboard. Why would Acer put that sticker on it when it is clearly a lie?  I called support thinking that there must be a way to turn that feature on. The support person had limited English and the accent was so thick that I could barely understand her. She tried several key combinations and nothing worked so she finally told me that this model does not have backlit keyboard.  I asked why it has a sticker stating that it does when clearly it does not and that in my opinion this constitutes false advertisement. She did not have an answer to that.

    Hi Jimmy239,


    I am sorry to hear the experience you’re having with contacting our Acer call center support department for assistance, can you please send me a     private message and provide me with the serial number or Case ID number (if you have one), so I can go ahead and get the message to our support team for follow up. 

    Please keep in mind that the Acer Community is not a direct portal to Customer service, the Acer Forum Discussions were designed as a peer to peer support community where Acer users help other Acer users. Many Acer employees (Moderators), read the various topics posted here and you will notice that some Acer employees interact with members when appropriate, primarily we want the community to be a place where members can exchange their own advice and ideas.

    Thank you for your interest and participation in the Acer Support Forums.

     

    Regards,

    Acer-Manny

  • RettWill
    RettWill Member Posts: 4 New User
    Jimmy239 said:
    Bought an Acer Chromebook 715-1W-39 HZ based on reviews and a  factory sticker, next to the touch pad, which states "Backlit Keyboard".  Total BS since it does not have a backlit keyboard. Why would Acer put that sticker on it when it is clearly a lie?  I called support thinking that there must be a way to turn that feature on. The support person had limited English and the accent was so thick that I could barely understand her. She tried several key combinations and nothing worked so she finally told me that this model does not have backlit keyboard.  I asked why it has a sticker stating that it does when clearly it does not and that in my opinion this constitutes false advertisement. She did not have an answer to that.
    This has happened to me unfortunately. Sticker says backlit keyboard but it clearly hasn't got it. Alt+brightness doesn't work. It's the 514-1HT-C625 model. Did you resolve your issue or get your money back?
  • billsey
    billsey ACE Posts: 34,246 Trailblazer
    @RettWill well, you are right that your Chromebook should have a backlit keyboard. I assume you've done the Alt-Brighter keyboard presses to make sure it set to full brightness? I believe the Brightness Up key is the one right between Mute and Brightness Down.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • RettWill
    RettWill Member Posts: 4 New User
    Yes I have thanks @billsey. Alt+brightness up or down doesn't work, the two buttons just cancel each other out and nothing displays or changes. Take finger off the alt and normal screen brightness works fine though. It's good to know my model should have a backlit keyboard. I've tried powerwashing it twice too. I've also switched it from Beta to Stable to Developer mode which is what another forum suggested somewhere. Some people are suggesting doing a 'restore' and uploading the operating system from a USB stick but that sounds really involved and not something I'd like to do unless there is anyone else who's experienced the issue!

  • billsey
    billsey ACE Posts: 34,246 Trailblazer
    I'm thinking it might just have the backlight cable pulled loose inside. You are still in warranty, right?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • RettWill
    RettWill Member Posts: 4 New User
    Yep thanks @billsey. I've sent it back under warranty. They say they're waiting for a part and I'm hoping it comes back lit up like a Christmas tree!

  • Jimmy239
    Jimmy239 Member Posts: 3 New User
    Contacted customer service and was given the run around. "No your computer does not have a backlit keyboard" I was a mistake and too bad you are stuck with the computer (to late to return to Amazon). No problem - I will never buy an Acer again and will post where ever possible my experience with Acer in the hope that at least one person who was considering buying an Acer will change his/her mind. You know the saying screw me once shame on you; screw me twice shame on me 
  • billsey
    billsey ACE Posts: 34,246 Trailblazer
    If you saw two different models with a $20 difference in price it's pretty easy to miss that one has a backlit keyboard and the other doesn't. We see that all the time with monitors that do and do not have speakers.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.

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