Warranty question/advice

adrian522

Hi,

I have a problem with an Acer Swift laptop. Essentially the charger port needs to be replaced (I think).

The cable doesn't fit properly into the port anymore and I think it is the actual port that is the problem.

After a lot of back and forth with support they have agreed I am still under warranty and have sent me details on how to return it.

However in their email they said the following:

Any physical damage, liquid spills, software issues will not be covered under warranty. if it is found to be a manufacturing defect we will repair it free of charge. If after initial investigation the unit is found to be damaged, there are issues found not covered by the warranty or the unit is out of warranty and you do not want to repair the unit, in order to have the unit shipped back to you unrepaired, you will have to pay 58.20 for return shipping (this covers the courier and assessment of the unit)

They don't mention the currency but in any case, I'm just wondering if people think that the issue I've described above is likely to come under the category of physical damage, in which case I'd be better off getting it repaired locally or should I send it back to them and hope for the best?

Thanks.

P.S I'm no rush with this so I can wait until post-lockdown if that ever arrives.

mordeith

Have you identified why it won't fit. Can you see any damage around the port itself?

google the problem for the model - has it happened with the same laptop model for other people?

that strengthens your case if they come back and say that it was your fault / negligence?

and yes as the other poster says - are there knocks/ scrapes / cracks in the area - if so they can say that you damaged it in a fall / drop?

adrian522

Hi, the connector seems to have been pushed back into the body.of.the laptop.

There is no crack or any obvious physical damage that I can see.

adrian522

Well, I sent it off to them and they have come back saying its not covered under warranty, so looking for €58 to send it back unrepaired.

Even worse their suggested repair bill runs to £490. They suggest replacing the adapter and main board. I find this strange given the laptop was functioning ok, just that it would not charge.

The original cost of the laptop was £599.

I guess they are arguing that it was you who pushed the connector into the body of the laptop
.
do your best to argue that it just went in through normal usage I suppose.....

adrian522

Yeah, I'll argue it as much as I can I guess but it doesn't make any sense to pay that price for a repair.

Thanks for your help!

that's a bit of a sh1tty situation unfortunately.

yes if they are asking that much it's not worth it.

would the small claims court /threat of same be any use?

adrian522

Yeah, the threat is always there. Only €25 to log a claim but I'd rather exhaust the avenues within Acer to begin with.

I've responded to their email to start with.